I had Sprint for 14 years. It was ok until Feb. 24, 2016 when they emailed me telling me I can get new phones and even give me a free tablet. They said I could get 2 Samsung S7 one would be 25.99 the other 12.99 and 11.00 and 11.00 for ins. Then I would get 8gb high speed 2 unlimited gb and unlimited everything. We came to a price, I was then told a representative would bring the phone to house on March the 9. I called to ask what time on the 9th is the man coming. I was told the phones were mailed out and they were mailed to my other house which no one is there. That was the first mistake many many more to come.
I got the phones on the 8th, wrong house but I got them. I called to ask where is the game headset and tablet. Mistake 2. The lady said "I will mail you the headsets and have someone look into the tablet". Was told go to store to change my phones over. Got to store, the lady looked on Sprint notes and told me the price is not what they said. I called up Sprint and the representative told me a price that was 60.00 dollars more and everything was different. I then said "Keep the phones. Can I leave them at the store". Man on phone said "No you have to mail them in".
I got home, called Sprint, was told hold on they will get someone to call me back to work this out. That was on Tuesday the 8 of March. No CALL BACK AT ALL. Waiting to send everything back to Sprint but still no labels to send back, no call backs. I called to be told someone will hear the tapes. I said "Good, I have tapes for them to hear as well". After calling and calling for the mail back label I got a call, they wanted to work it out. I am on the phone with Sprint when Sprint calls on other line, leaves a message making up lie after lie. He said he played the tapes, I know there was no way everything he said was wrong.
I got off the phone with Sprint to call the Sprint man that left the message, instead I got his boss. I played tape for him he said "Sorry I will have some get back to you". I also was told that man that said he played tape never did. I was nice and waited for label to send back phone, and Win back to call me. Win back called me, we was talking things were may be working out, had to hold on, just to get a different man who then acted like he was going to help me. At this point it was going to be get one phone get one free and we were working on plan, it looked ok. Then the call was lost.
I called back to be told a different price. I said "Forget, I just want to mail this back. Where are my labels". It is March 24 and I just got my labels to mail the phone back. They lie and lie and never said sorry for anything they did. It took from March the 7 until March 24 for Sprint to mail out labels. Thanks to Sprint I have to wait to change my phones over until this is all taken care of. They DO NOT CARE I WAS WITH THEM FOR 14 years so look out before you get Sprint. If they do this what will they do to you.
SALT LAKE CITY, UTAH -- I have been with Sprint for over a year and did not have a problem with them until just recently. I upgraded my iPhone 6 to the iPhone 7 and in the process had a balance of $397 for the remainder of the iPhone 6, which would be waived once the phone was received. I spoke with a representative on 11/10 to pay for only my phone service bill, then I was assured that my card would not be charged again this month even with the outstanding balance for the iPhone 6, nor would I see late charges on the account, and I could simply send the phone back, and it would be waived.
Then I realized my card was charged once again on 11/18 (which I was assured would not happen). I then started to speak with a representative named Elle to get this resolved and she was sticking to the script, restating herself on why there is a balance (which I knew). All I wanted was a refund from the charge on 11/18 which I stated from the beginning.
After restating that desire multiple times I was told they would back out the payment so I can get it returned and she transferred me to the Finance Department. I then spoke with a lady named Janna in Finance who told me that since the payment was not made today 11/21 she could not back out the payment, since that can only be done on the same day, and I would need to contact my bank. So not only did I spend about an hour on 11/10 making sure this did not happen, I spent over another hour with Sprint trying to fix it today, and now I am told my bank has to fix it.
Since I have been with Sprint for over a year, and I liked them other than this incident, I let the representative know I would stay with them if I could take my card off auto-bill and not be charged the monthly fee for not being on auto-bill, since I wanted to control what is taken out of my account to assure an error like this does not happen again. The representative then told me I would have to contact another department (which I would most likely have to deal with for another hour).
All I wanted was to get the monthly fee waived and I would have been fine, but instead I got poor customer service. Sprint must not care about simple customer service; they make it impossible to have a simple request approved by one person. Sprint decides to make it impossible to change anything unless you are available all day (which no person is; which is probably how they retain their customers).
Luckily we now live in the age where many other companies will buy our remaining contracts and set you up right away. I would gladly pay more a month than pay a company with poor customer service and honestly not the best coverage. I do not recommend going with Sprint.
YONKERS, NEW YORK -- I had Sprint for 10 years! My whole family has Sprint. I had small issues with them over the years but this one tops it! I was curious to know when I was due for an upgrade. So, I went on the Sprint website so I can review my plan and see when I was eligible. Now, when I have to pay my bill each month, I do not go online, I do not get a paper bill in the mail and I do not receive emails. I get a text message when my bill is due and I then dial *3 and pay my bill. So, when I went onto the Sprint website and saw my plan, I see a charge for $8 a month for a spending limit program and it was added on to my plan. Um...why was I never notified of this???
When was this "added on" to my plan??? So, I called Sprint right away. After trying to get through to a real live person for almost a half hour, I finally got through and was told that this was added on to my plan 3 years ago when Sprint changed their policy. Sprint told me that because I do not have my payments set up each month where they can automatically take the payments from my account, that is why I am being charged $8 a month. Umm...You serious??? That is my OPTION!!! I like to pay my bill each month myself so I can see what I am paying. They also told me because I did not notice this sooner, there was nothing they could do.
ALSO, after verifying my email with them several times, come to find out they had the wrong email address and told me that it was my fault because the letters I'm saying to them sound different through the phone. Isn't that what good customer service representatives do? Shouldn't they confirm my email when they ask me for it??? But no, it's my fault.
Sprint loves to just add on certain things to my bill, and you think I am going to let them just take money out of my account each month?? Yea right!!! 2 years ago when I upgraded, Sprint just added on the Sprint insurance fee!!! I never agreed to that!!! Thankfully I noticed sooner than later. When my plan is up I will be switching carriers. I am done with Sprint. And my family will be switching as well.
ATLANTA, GEORGIA -- I have been with three phone service companies, but Sprint has been the worst of all. They have hidden fees in their contract and have the worst customer service I have ever experience. I purchased the protection plan and when my phone broke they charge 200 dollars to fix the issue. I had been paying 11 dollars every month for two years for this "protection plan" to end up paying 200 dollars to use the service.
So instead of paying them, I went to Apple to get it fix. It turn out that Sprint sold me an unregistered phone that was incorrectly tested and contain an Apple ID of someone I did not know. So of course, Apple could not fix the issue due to the unknown Apple ID.
I went back to the Sprint store that sold me the phone. I talked to the store manager, which could not do anything because the person that sold me the phone was not there. Now, when I tried to get the phone service on hold while the issue get solve, and I would not get charge 80 dollars a month for a service I have not been using, neither the store manager nor the customer service specialist could get anything done. I called three time. Each time they tossed me to different people all to result in a waste of my time.
Now I have a phone that does not work, even though I was paying a monthly protection plan, and paying a service I do not use. And the worst part of it all is that I am stuck with this useless phone company call Sprint because I have a phone lease, so to cancel their services I would have to pay 400 dollars.
Worst company in the world. The customer service is horrible. Their sale associates will lied to your face to sell you anything. I cannot wait until I get out of this dreadful company. If you are reading this and want to save yourself the frustration of dealing with terrible customer service, do not get Sprint as your cell phone provider!
DAYTON, MINNESOTA -- Was a Sprint customer for 15 years. Worst customer service of any company I've dealt with, customer service lines always jammed long waits. When you do get to a representative they don't help. Had to call back to Sprint 3 times to cancel our service with them. They continued sending us bills even though we were no longer customers. Got to the point it felt like retaliation for canceling with them. I STRONGLY advise people not to do business with Sprint, my family will never deal with them again! As I am writing this I just got another bill from these idiots for $5.44 over half of which is a surcharge!
GURNEE, ILLINOIS -- On the 20th of November my wife and my son went in a Sprint store to do an upgrade. He had the iPhone forever plan so he went in to get his new iPhone and was told that he does not have that plan. My wife asked to speak to a manager. At that point the person that was helping him said he was the manager. 5 minutes later a manager came in and told her that person was just a regular store associate and was not the manager. Her manager told her they still would not be able to help her because she's not the primary number on the account.
On my way back home from work, I stopped in a Best Buy store. There was not a Sprint store close to me. They were able to handle the problem and could not understand why the Sprint store did not see that my son had iPhone forever. I've called over four times to Sprint customer service to inquire about this problem and all four times, halfway through the conversation the phone would go dead. One time I called and asked to speak to a manager and was told one minute and five minutes later the phone hung up. So at this point I think I'll go into the store and who knows what will happen then. I do know I have to find another provider.
ST PAUL, MINNESOTA -- I have been with Sprint for about 7 or 8 months. I was with a previous carrier, never had any problems. A few months ago, my first bill was enormous, and I felt I was lied to. I have to talk to a service representative on the phone for 2 days, 5 different reps, 3 supervisors to get something straight. Next, on the way to my daughter's graduation, was in the store for an hour, (I only had 3 hours to get there), my phone fell, but they could not help. Next, my piece where I put the input to talk on my microphone broken and was at my last stage of finally deciding to leave the company.
Finally, I got up the nerve to walk into the store, livid and met Amonte **, the retail consultant who eased my mind and my worries about my phone, cleaned out the talk piece and treated me like never before. I decided to stay and I really appreciate this employee for his exceptional professionalism as well as compassion for my issue. Sprint, this man was an example of what customer service should be and I applaud him for his service. Needless to say, I am staying!!!
OHIO -- Just dropped from four phones to one on Sprint after five months of aggravation. A really good promotion ended and I called to find another as we are not on a contract. The plan was offered to loyal customers only (we've been with Sprint over ten years!) and offered NO per line access fees (4 x $15 = $60 savings). Those savings never materialized even though I have this offer and my acceptance in writing, in an emailed chat transcript. I spoke with countless folks in customer service and supervisors.
The final straw was when one finally acknowledged that there was no such offer and I still had to pay the extra $60 per month plus taxes and late payment charges. If my son had other service where he is on campus, we would have no lines on Sprint. All those TV ads are for the uninformed who don't know what they are signing up for.
WESTWOOD, KANSAS -- I had AT&T and I thought their service was bad. Wow. Sprint is by far worse. When I changed from AT&T - I believed my bill would be lower than what I was paying with AT&T. Surprise, Surprise. It is higher and the deniability and taking ownership of a problem is worse too. It is going to take approximately $700 to cancel my account. Not only do you have to pay off the equipment - you have to pay off the lease as well. I would like to rate them at no star rating. It is not the people - it is the company policies that they must deal with. Shame on Sprint.
DES MOINES, IOWA -- After 17+ yrs with Sprint cannot believe their customer service. Of course none in the United States ordered upgrades on phones. They have changed what I agreed to dollarwise as well as sent the phones to the wrong house. Now wanting me to wait longer as well as countless hours on phone - ENOUGH. So leaving them as well as going after them with attorney my brother. Be warned. Stay away from this company.