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.
PENNSYLVANIA -- I have been a customer for years. I'm not able to get internet, TV, or a phone line where I live so Sprint is as good as it gets as far as having unlimited service to meet my needs since I live on the outskirts of the country. When the service works it's great but when it doesn't it becomes frustrating knowing you're paying all this $ for it to not always work. It ends up being that you're throwing your $ down the toilet & you're not getting your $ worth at that point especially if Sprint's as good as it gets for your area.
I don't experience as many dropped calls only occasionally but when calling someone they often ask what's wrong w/ my connection, to call back using another phone, that they can't understand me or hear me which gets frustrating. I have to tell them it's my crappy service. Sprint is also supposed to have the most nationwide coverage. In regards to customer service & dealing w/ some of the sales people in store there are some cons.
Con: 1. The sales people at the store are slick talkers & don't respect their customers or care that you came in wanting to only upgrade your cell & instead they try to talk you into opening extra lines you don't want or need. They try to make deals w/ you & sweet talk you just to reel you in. They keep talking to you in circles, you're so confused when all you wanted was a simple upgrade & they talked you into ** you didn't want but made the deal sound good. By the time you realize what happened you're standing there over 2 hrs later on a slow night, no one in store but you & having them cancel what they were trying to talk you into.
Con: 2. Called customer service a couple days ago to see what plans they had to lower our bill. They told me the Unlimited Freedom plan would be cheaper & I could use my employee discount. It would be $100 for 2 lines instead of $110 & 5 GB hot spot included. They said I can use the hot spot we already had for it when I asked but didn't tell me the hot spot that's included in the plan is your cell. They also didn't tell me that the hot spot we were already paying for previously at $55 for 6 GB would still have to be paid. Let alone that each cell gets 5 gigs not just 5 in general.
I thought that by switching plans that cancelled that out. The 6 GB would now be 5 & we'd just lose a gig. I asked 2 customer service reps they said we only had to pay for 1st & 2nd line plus tax. They also said if 5 gig's not enough if we call after March 6th we can upgrade to 10 GB.
Sprint's website says differently on their FAQ's page about the prices on Freedom plan & is vague on describing hot spot info. Let alone info on opening 2 lines not just 1 or 3 or more lines like stated. When calling Sprint back about the issues I had w/ this & how no one from Sprint seems to be trained enough for their job because they all say something different, the response I got was "ah huh I see".
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.
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.
ONLINE REP -- I had the worst experience ever with this company. So normally I am very happy with Sprint. However today it was like dealing with a completely different company. I was trying to set up a plan so that my phone didn't get shut off since I was sick for a week and a half and didn't really get a paycheck since I couldn't work.
So the first person I talked to was very helpful. However they couldn't help so they transferred me to someone else and that person was very rude and disrespectful and completely disregarded anything that I said and at the very end of the conversation set the payment to be processed a week before I asked it to be and then discontinued the conversation right after I stated that they put the wrong date and it wouldn't be able to be processed on that day.
So now I have to take time out of my day to try to contact them and explain the situation all over again to someone else just to get it corrected. This made me start looking into other phone providers since I have never been treated this rudely or had someone so incompetent in trying to deal with an issue.
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.
I was lied to about price. Said they would listen to tapes. Got a call back, "You were right sir. A manager will make this right and will call today." Of course no callback. I say this to everyone that reads this, contact the Better Business Bureau online and make a complaint. Sprint cannot keep getting away with this! I also now have a person from Sprint that keeps calling and hanging up on me now. What a business!