LAKE CHARLES, LOUISIANA -- I've been with Sprint since 2006 and really have never had any major issues with them. Sure their internet isn't the fastest, but I loved the fact the data was unlimited. Because I use a lot of it for streaming videos while not at home. My contract ended sometime in November and I went to the Sprint store to get an upgrade and sign a new contract.
When I arrived, I was immediately greeted by the representative there and asked how may she be of service. I told her my contract was up and I was looking to get the iPhone 5s. She led me to her computer and asked for all my info then told me I qualified for a new thing they had called Sprint one up. I asked her about it and she told me basically you only pay $50 for the phone now and the rest will be added to your bill for so long until you paid it off and that you didn't have the standard 2 year contract and could upgrade again the next year for a newer phone if you want.
My original bill before I went to the store was always around $84 sometimes a little higher. So, I asked her around how much will I be billed now since it would have to go up because the price of the phone will have to be added the bill now. She started typing things in her computer and then showed me a price on the screen . I don't remember the exact price but I do remember it was somewhere around $93. A little high for a phone bill but she made it seem like you aren't paying 150 or 200 dollars up front it would just be added in installments.
I will admit that I really didn't read anything on the screen. I just seen the price on the screen and took her word for it that everything else was as she said. So, I signed pretty much wherever she told me. I paid the $50 plus the taxes for the phone then went on my way. I loved everything about my phone, plus my service was faster because this phone had the 4g lte.
I eventually received a text for Sprint saying it was almost time for my bill payment to be due. So I eventually called Sprint to pay it over the phone. I spoke to the representative over the phone and paid it. My first bill was higher than usual because I had to pay all the fees which I knew about from the representative at the store. After paying everything I asked the phone representative around how much will my bill be now since all the fees are gone. Just to make sure there wasn't any others fees. She told me around 110.
I immediately told her that it was higher than what the representative told me when I signed up for it. She looked at all my info again and told me that her price was indeed correct. So, I asked if there was anyone I could talk to because that wasn't the price that was told to me when I signed up. She connected me with her supervisor and her supervisor pretty much said that there was nothing he could do because it was past the 14 days (which is crazy because during the 14 days I was still under the impression that what the representative at the store told me was true).
The supervisor told me that Sprint one up is an store thing and I have to go to the store where I brought it. So I did and spoke to the manager there and he said there was nothing he could do. The people over the phone have more power than him so I would have to go through them. I went home and called again. After talking to the lady she kept putting me on hold and speaking with her supervisor and ended up telling me that I would have to contact some higher up at Sprint or go talk to someone higher at the store.
I asked for a number or to be connected to a higher up and they said they couldn't give it. So, I went back to the store and was immediately referred back to the Sprint call center. I called again, a spoke to someone else and when I told him the price the lady at the store told me, he said my bill should be around 118. I told him that that's even higher than the 110 that the previous representative told me.
He connected me with his supervisor and after telling my story again. The supervisor told me that my bill should run around 125. I told him that my bill is just getting higher and higher. He then told me since I was past the 14 days the only way to get out of the one up program was to pay for my phone outright. Which was the retail price of the phone which is around 600 dollars instead of the price one would pay for signing a contract which I was led to believe when I signed up.
I asked if I could just sign up, go a 2 year contract and pay the difference I would've paid I the store and he told me it wasn't possible. I eventually asked to speak to someone higher than him. So, he had an account manager call me. In a condescending way after making references to judge Judy and Mathis, he pretty much said that I was stuck paying, because I signed up. I asked to speak to someone else because I didn't believe that was right.
Eventually, a lady called me and after telling my story again she flat out said I'm stuck and I should've read my contract. I do know the importance of reading contracts, but I guess I was too comfortable with going into Sprint and believing what the people there said. Plus, how many of us goes into these types of places and the salespeople pretty much summarize everything what the contact says and says sign here? I asked to speak with someone else and eventually the operation director or something like that called. I told him my situation and after using his computer he said my bill would be around 98 dollars.
I told him that's different from what everyone keeps telling me. He said that he looking at everything at that it right. So I guess he got tired speaking with me and gave me the number to calm the Sprint one up department. I called and spoke to the lady there and told her my situation and she told me my bill will be around 110. I told her it keeps changing so she connected me to her supervisor. After saying my story one more time, the one up supervisor said that the 110 was correct.
Everyone else wasn't taking into consideration of the monthly installments for the phone, my work's discount and another discount you get for doing the one up. I asked her if it was possible for me to just sign a two year contract and pay whatever difference I would've in the store for the phone. She said that it was not possible. I told her that I don't think it right that I'm being expected to be held to something that I might have signed (because I still don't know what exactly the contract said) but that wasn't what was told to me when I signed up. She said that another operations director would call me in 24-48 hours so now I'm just playing the waiting games.
ORLANDO, FLORIDA -- I have recently tested Sprint service and have had some service challenges that I want you to be aware of. I purchased 2 iPhones and switched my services from Verizon Wireless to Sprint on 11/15/2013 at your corporate store located at 885 N. Alafaya Trl Orlando, FL. My service representative was ** who although was very pleasant was not aware of all your policies and procedures. I walked through your service coverage with her at the location on an iPad in the store locating everywhere that I would be using Sprint service. As I use it for work this was necessary in deciding to switch to Sprint.
We located all of the areas that I would be using my devices and she assured me that there was voice and data coverage. I asked her that if I tried out the service and it did not work for me, what timeframe I had to change my mind. She said that I had 14 days to return the devices, I asked her if there would be any fees in returning the items and she said no. I said that is great sign me up and I transferred with the expectation that they would work in the areas that we had discussed. She rang me up added a Galaxy tab mini (good up-selling techniques) and then she went through items on a small signature pad barely readable which required my signature.
She abbreviated the pages that I had to sign saying, "This is just you agreeing to the 2 year contract after 14 days, sign on the bottom." Not stating anything about return fees or restocking fees. As I spent the last hour in the store and being part of the Sprint team one can only assume that she would not be misleading me or misrepresenting the company to make a quick sale. Later that day, I took my partner in to pull his number from Verizon Wireless and add another to my line making 2 lines now with Sprint.
The representative ** (apple representative at the store) asked if I really wanted another apple device as it is not the best phone on the market. When I asked him why he had an iPhone he said he only had it for work and had to have it for show as he was the representative for apple. He then went on to explain the benefits of switching to another brand whether it be Samsung or even Motorola! I was in shock having been a loyal apple customer that their "representative" would disregard them so easily and without pressure.
After having the phones for only a day, I called Sprint and reported that it was not working in the area that I needed it. The customer service representative said that they would be happy to put in a request for that location and if it is a continuing problem I have the option of purchasing what she described to me as a cell phone hot spot that when attached to an internet connection would give me extended coverage. Next solution she gave was that I was still within my 14 day window to return the items to the store. I was a little turned off by a representative not supporting their company and even mentioning discontinuing service.
Over the last 12 days I have used my phone at work, home and my 3 Orlando Hotels that I manage. The phone did not work at all at one of my hotels and I called Sprint again and explained my issue. The customer service representative this time asked me if the phone worked when I walked outside. I said yes, this representative informed me that the phone is not guaranteed to work indoors. I said, "OK thank you" and "Can you put in a request to check coverage at that location?" She said absolutely and that she would have IT look into the issue.
I finally made the decision that Sprint was not going to be the best carrier for what I needed at this time. I went back to the store on 11/25 with both phones and the tablet. The service representative ** who was very rude once she found out I was making a return saying "Oh you're returning all of them." She did not ask why I was returning, nor did she offer any solution to try to keep me as a customer. She said that the restocking fee was $145. I said, “Wait a minute, I was told that there would be no fee to return the items within my 14 day period, I do not have any money to pay that at this time as I just purchased 2 new phones with another carrier.”
So, I asked to speak with a manager. She went to the back and got ** (Lead Consultant). He did not offer me any solutions to my problem and told me that I can "go ahead and call corporate" as he won't do anything no matter what they say. I asked him, “What I am supposed to do, just stand here in the store until I get it resolved?” He said, "You can only wait here for a certain amount of time then I will have to get security."
So I proceeded to then spend the next hour and 45 minutes on the phone, most of the time on hold waiting for the next "manager," to assist me. No one could offer me a solution or fix to my issue. The customer service representatives said, “There is nothing we can do about your issue, you have to pay a re-stocking fee.” At one point the phone was handed back and forth from me to ** and he kept saying no he can't change anything, the system won't let him, we don't communicate with corporate, and so on.
I do have to apologize for using some of the language and tone that I used with the representatives of Sprint over the phone. As we all know after being on hold for over 45 minutes and transferred numerous times, having to explain our story over and over, we as people get a little emotional. What I offered ** and the Sprint service reps - To leave the items with ** and he can have his manager contact me in the morning and we can resolve it at that time. ** response "If you leave them here it's abandonment and I am not liable if someone steals them or something happens to them."
So as a Sprint representative he didn't think that the items would be safe in his store? He also stated that he would have to report them stolen and get the police involved if I left them in a SPRINT STORE?! -To have someone send me a package to return the items. "We do not do that. If they are from that store they have to be returned to that store" - To have the re-stocking fee billed to me as I did not have the money at this time to pay it. "We cannot bill you for a re-stocking fee. You have to pay it or I cannot take the items back."
This brings me back to my first time as a manager when my GM gave me a book called "Moments of Truth". I have been a manager in Hotels for the last 8 years and am now a training manager developing customer service courses. This book "Moments of Truth" describes how one airline with one of the worst reputations in the industry went from nothing to one of the best airlines in the matter of years just by their customer service. Definitely a must read for any associate at a company such as Sprint. It details being empowered to do the right thing and go to whatever lengths you have to in order to resolve a guest issue.
Sprint does not have a great reputation amongst consumers, people ranting about poor service and lack of customer service. The company says that it is trying to turn around its image problem. A little advice if I may is if you are great to people they will come back to you. People don't buy what you offer or your service, they remember how you made them feel. So even after giving the under-dog of the cellular industry a chance, I came up disappointed. Now I am a customer of AT&T and I will not in the future recommend or ever be a Sprint customer.
So what I'm saying is this goes beyond a restocking fee, it deals with truth, treatment and doing what is right. All of which your "People" and "Brand" could not do. Everyone instead placed blame on to one another and acted confused. When you work for a company you are part of them a part of what legacy they will leave and as of right now I would re-train some of your employees and empower them to take ownership of your brand whether it be Sprint or Apple.
We are in the People business, so let's learn how to deal with people first, not look at them as a sale or an inconvenience, but get to know them and treat them the way they deserve to be treated. Ultimately, you and I both know that something could have been done to resolve this issue just not "ONE" of the people that represented the Sprint brand cared enough to try. People who care about their company treat it like their own and can only help it become something great.
Now I have 2 Sprint iPhones, a galaxy tab mini and a contract I can't cancel unless Sprint takes back its product that it so publicly says is one of the best. If you don't believe that just stay on hold for an hour or so you will eventually memorize the message.
PHOENIX, ARIZONA -- Short of it; Sprint is consistently rated as worst customer service experience of all wireless companies. I can validate this with my own experience below shared in detail. Additionally, everyone that I know who has at any point engaged Sprint's customer service with an issue has been less than satisfied to thoroughly ticked off by the experience. Sprint's product offering and technical capabilities are lackluster and by no means industry leading. I STRONGLY suggest avoiding Sprint if you are not currently a customer and looking for a new cellular provider once your contract is up if you are a current customer. Until then; I wish you luck...
I was a long time Sprint cellular service customer; 15+ years. I had always paid my bills on time and was in good standing as one of their premier/platinum customers. In October of 2012, I purchased an iPhone 5 for the Sprint network. I was provided a discount for renewing my cellular account for another two years but signed no new contract. Shortly after the purchase and activation I started noticing issues [please see below list]. These issues were not 100% consistent but frequent enough [at minimum once a week more often multiple times a day] to be a concern as this was my only phone and used for all situations including business and emergencies.
After researching possible known issues and resolutions, I made my way to my local Apple store where I explained my experience. They tested the device, found nothing wrong, but replaced the phone as a one-time courtesy because I was so insistent that there was a problem and doubtful it was the Sprint network since I had 14+ years of quality service prior thereto. After having my device replaced, I saw no improvement with the issues. I reached out to Sprint technical support who walked me through the standard troubleshooting steps which did not help.
Frustrated at the amount of time I had spent on the issue and lack of progress I decided to wait a bit to see if Sprint or Apple received enough customer complaints to further investigate. Months later with no improvement I again began to work with Sprint technical support and got a hold of a contact who attempted to take ownership of my issue [thankfully] and worked with me for well over a month to try to figure out what the root cause of my problems was. Additionally, she experienced a couple of these issues herself when in communications with me validating the issues even though Sprints own service quality tracking system did not show the issues [very important note].
The technical support representative and I worked together for a couple months and I finally escalated to management. After 7+ phone calls/escalations I learned that according to Sprint's own technical support team management there were 18 known issues with the iPhone 5 on the Sprint PCS network. All of my issues were contained in the list she read me. I was very frustrated that I had spent well over 30 hours of my time trying to resolve these issues and they already knew they were Sprint/iPhone 5 wide issues.
At that point I knew the path to resolution was to get off of the iPhone 5 and onto a non-Apple device. I worked with a number of levels of Sprint customer service and their Customer Containment Team in trying to get an exception for Sprint to provide me a free HTC One to use in lieu of the iPhone. The best Sprint offered was partial assistance in the cost. After having paid over $400 for the iPhone when I purchased it, $36 for phone activation, and almost a year's worth of monthly service fees [11 months at a total of $766.37] all totaling about $1240 out of my pocket and not receiving the service for which I was paying their offer was unacceptable.
At this point I decided to move to another provider. Why would I stay with Sprint who could not make such a small exception for a good standing customer of over 15 years when the problem was theirs?! I shopped around and switched my service to another provider and purchased an HTC One to use on their network. So far I have been very happy with this new combination. Shortly after the switch I received my Sprint bill which included a $260.00 + Sprint Surcharges = $300.46 line item.
In all fairness I was familiar with the fact that their 2 year contract for the $350 price break I was provided when purchasing the phone had previously included an early termination fee. Please also keep in mind the $350 price break was from the iPhone's retail price which I would be utterly shocked if Sprint actually paid that much to Apple per unit. I then called in to Sprint's customer service line to see what I could have done to waive this fee considering the lack of service reliability I experienced and reason for needing to cancel early.
To me, Sprint not providing the consistent service to which they agreed in the contract and for which I was paying monthly constituted(es) Sprint's breach of contract thereby nullifying any early termination fee clause, not to mention the fact that I never signed a new contract for the iPhone 5. Upon calling I was told that ** [the same person with whom I worked to try to get the HTC One on the Sprint network] on their Customer Containment Team was already looking into having this waived for me by a customer service representative.
Pleasantly surprised I waited a few days for him to work on the situation and reached out to him. Come to find he, in fact, was not looking into having the early termination fee [ETF] waived for me and was extremely unwilling to take my request to his management for review, refused to allow me to speak with his manager or supervisor, was rude and ultimately just hung-up the phone on me. It is no wonder Sprint's customer service is consistently rated as the worst in the industry and their customer attrition is horrible.
I immediately called another contact in the Customer Containment Team and left a message asking for a manager to contact me and that I wanted to file a complaint against ** for his poor customer service skills. I never received any callback from this person nor a manager in that team. I then again called the regular customer service line and asked to speak with a manager. After speaking with the reps and being on hold for 22 minutes, I was told a manager would call me back within 48 hours.
A day and a half later a manager did call me. I missed the call and the manager left me a voicemail stating that ** was looking into having the ETF waived and if I had any questions to contact him. This was again very frustrating since the point of my call was to register a formal complaint, not to discuss the ETF. I had made that very clear to reps with whom I spoke to escalate my call to a manager. I was at an impasse and needed some more information. I spent a couple hours researching what other people had done in similar situations. I came across a phone number for the Executive Customer Service team and gave them a call.
A representative named ** fielded my call, listen to my complaint about ** and said they would investigate it internally although I would not be told what comes of it. Additionally we discussed the ETF and she offered to waive the ETF [again $300.46] if I would return the iPhone [worth over $600 used] to Sprint. I had already sold the iPhone to help recoup the cost of the HTC One I had to purchase from my new carrier since Sprint's phones do not work on any network but their own. She ultimately spoke with her senior management and was able to offer a split of the ETF without the iPhone being returned.
I responded that something was better than nothing but I would be pursuing outside assistance from my local news provider in completely settling the matter since I think any ETF is unfair and unreasonable and their offer was not an acceptable resolution. She then retracted the offer and we ended the call. About 10 minutes later ** called back stating she wanted to give me my new balance which was $150.23. I asked why it was lower if she retracted the offer to which she replied that since I said something was better than nothing that was me accepting the offer. I reiterated that this was not something I would consider resolution to the issue and that I would continue to pursue having the full amount waived. She then stated that she understood and we again ended the call.
I think this whole scenario is outrageous and abusive. If they don't provide the service for which they are contractually bound and I am paying, then why is it I that is in breach of contract instead of them? I think they really breached first by not providing service even close to consistent with reasonable expectations and therefore I should not be subject to any ETF or other penalties noted in said contract.
List of issues I encountered while I had an iPhone 5 on the Sprint network over 11 months (one or more of these issues would occur at a minimum of once a week, often much more frequent):
Incoming calls not ringing/showing on my phone and/or going straight to voicemail when in a 3G service area showing multiple bars on my service level indicator on the phone. 2. Text messages taking up to 45 minutes to reach the recipient even when the recipient was also on the Sprint network and sitting right next to me in my home. This issue was true for incoming and outgoing messages. 3. Text messages showing a failure to send error message when in fact they did successfully send. 4. Failing to automatically reconnect to saved WiFi networks.
Data service failing to transmit data even when the phone's status indicator showed 3G and multiple bars. 6. Calls being dropped even when phone's indicator showed multiple bars. 7. Receiving a Call Failed message when attempting to call another phone even when phone's indicator showed multiple bars. 8. Phone not registering new voicemails for up to 4 hours later even when phone's indicator showed multiple bars. 9. Connected calls breaking up and ultimately dropping. 10. GPS indicator failing to accurately recognize position. [important for directions]
FYI - In addition to attempting to work directly with Sprint to resolve on this issue, I have also worked with the BBB, Corporation Commission, and submitted a complaint to the FTC to no resolve. I am now working with my attorney to see if there are legal grounds to pursue.
BREMERTON CALL CENTER, UNDER I.B.M. AND C.C.I., WASHINGTON -- I was a customer care agent for '5' months in the Bremerton call center. Over time, it was apparent that SPRINT was decommissioning cellular service in many metropolitan areas and promising customers that, once the 4G LTE service was rolled out, service would be 'wonderful' which, in fact, was truly an intentional LIE. In most cases, post upgrade to the oh so wonderful 4G LTE in most areas, customers lost their ability to communicate altogether on their SPRINT phones but were in roaming range of all of the competitor's out there. In some cases, if they needed to use their phones in emergency situations, they had no choice but to allow roaming to occur or not place a call at all.
The SPRINT corporation had a propensity for, without the customer's knowledge or approval, adding additional lines of service to their account, then terminating the illegally added line of service the customer had no clue about, after the 14 day 'guarantee' period where the ETF then went into effect for 350 dollars and was NOT WAIVERABLE. In addition to this, customers were being intentionally lied to BY POLICY DIRECTIVE IN COMPANY PROCEDURES, that in effect directed customer care agents to: "Do not discuss the estimated time of resolution of the problem but express EMPATHY" and in other cases with new fees being added illegally.
These new fees were going up as much as 2 dollars a month in many municipalities and once again, policy directive says "express EMPATHY with customer and advise them the fees are explained on the bill" when the bill had a blanket statement about SURCHARGES that did not cover these two new fees added to customer's bills as SURCHARGES. This is FRAUD, pure and simple. Failure to justify these costs is, in fact, fraudulent. These charges, by the way, are called ADMINISTRATIVE FEE and REGULATORY FEE. Aka as: Bend Over I have something for you, FEE!! :)
Lastly, customer care agents were forbidden from transferring a call for service termination to the group known as Account Services, and customers, by direction were to be told; "IF YOU WISH TO CANCEL, YOU MUST CALL BACK". And of course, once again, the next agent would have no authority to transfer the call to Account Services for account termination by the customer.
The worst case scenario here is that this CALL CENTER in BREMERTON was an "ACCESSORY TO CONSPIRACY TO DEFRAUD" and when I reported the company to both the federal govt. in Washington, D.C., as well as the State Attorney General in Washington State and informed my managers I had taken that action, I was then without warning, 'suspended' (terminated) on October 3rd of this year for the 'whistle-blowing' under the excuse of "You are being suspended for threatening us with legal action. Per our counsel's advise, you are suspended until the investigation is completed."
This is November 5 and not even a letter from them and nothing handed to me in writing for the suspension. In addition, I reported them to the State Occupation and Safety people for a severe INDOOR AIR QUALITY PROBLEM that was adversely impacting the health of the call center agents who worked there, including myself. Dept. of Safety and Health promised a full investigation into the matter but it will be white washed, strictly because the Bremerton call center, run by C.C.I. now out of Atlanta, is the ‘last chance' of employment in an area that has no jobs.
In any case, my personal ‘call center' experience is that SPRINT is intentionally and criminally defrauding customers by not providing adequate cellular service and refusing to allow them to QUIT THEIR CONTRACTS DUE TO NON PERFORMANCE ON THEIR END OF THE CONTRACT! Sprint also directs call center employees to deceive and lie by omission, and not tell the truth to customers who in some cases have had more than '6' consecutive months of either BAD or ZERO CELL SERVICE!
In some cases, customers who had to stand by a window or not move in their homes, while on their SPRINT phones, suddenly were finding after the 4G LTE upgrade, they had to stand outside in the rain to use their SPRINT cellular phones, or drive down the road to a spot they could get a signal. How's that for upgraded service? If a customer tries to cancel due to Sprint's inability to provide service, they are hit with a huge ETF fee for no good reason, when the problem is solely Sprint's and not the customer's fault.
Let's now talk other FRAUD being perpetrated by SPRINT and a co-conspirator, ASURION, who provides all of the cell carriers with a rather shoddy and expensive service of phone replacement in the event of loss or damage. Significantly large numbers of Sprint customers, based on my experience, were getting replacement phones from Asurion. In some cases, which had the screens falling off them right out of the box.
In one case, the phone had pornography on the memory of the device and the prior user's information on it, including his name, and Sprint once again gave call center personnel direct instructions to DISSUADE CUSTOMERS FROM CANCELLING THIS FRAUDULENT INSURANCE POLICY that was a very, very, very huge RIP OFF. Let's put it this way, after 8 or 11 dollars a month, then comes the 150 to 200 deductible and then you get a refurbished phone with broken screens, bad batteries, and porno on them. What a bargain! That customer, as you can imagine, was one we handled during training class.
Furthermore, Sprint customers have no idea that at any given moment in time, they are talking to a trainee in what is called the ‘learning lab' where they are in carels (small booths) with training personnel not directly sitting there monitoring their calls unless the trainee requests help. This results in the obvious: Major screw ups by new trainee's who haven't yet learned how bad the software can let them fowl up the customer's accounts they are dealing with.
The short of it, you are paying for trained call center help and getting trainee's in a learning environment in many cases. This is a cheap way to handle call volume at a call center that on any given day the attrition rate is anywhere between 6 and 12 percent of the work force fails to show up for work. FACT.
Needless to say, the tired and oh so worn out song you get when you call Sprint and your cell phone isn't working is “We are upgrading our network!!” Ha ha ha!!! If ‘upgrade' means ‘unplugging' sectors of towers for weeks at a time without forewarning the customer of total loss of service then I guess that is an UPGRADE, but in many cases, it's an OUTRAGE!!!
Sprint 4G is not going to be the promised solution for the decommissioning of cellular towers across the nation, either. THAT TOO IS FRAUDULENT! Sprint's own estimates on when they expect the alleged (ahem!!!) upgrades to 4G LTE to complete, is the end of 2014. Can you pay for full service and get almost nothing, month after month, and still get socked with the ETF if you bail? You betcha you can, if you are a sucker for punishment and trust them!
Another fun thing Sprint has a propensity to do, is the stacking as many as '3' activation fees on bills and then forcing the customer to call in repetitive times over months to have those fraudulent charges billed back or credited, was also fraud. This too was being done on purpose. THIS IS FRAUD!!
Now, the State A.G. won't likely prosecute, and it's unclear what the wholly illegitimate Federal Government will do, but this is fraud!! THIS IS FRAUD!! THIS IS A CRIME!! This is pathetic and quite illegal but nobody will prosecute them. But it gets better (worse actually). Note: In one case, an elderly woman 89 years of age who had been improperly billed, called in and said; "Sprint can't do this to me!! I can't even afford to buy my medicine or food because of this bill you sent me."
In addition, one of the other Sprint scams was premium content crap. They were in cahoots with marketing companies who would send text messages to customers. The customers unwittingly would click on at least two stages of consent and then end up with 9.99 on their bill, or other lesser charges, for crap they did not ask for, solicit, or need. Sprint policy now is to not reimburse customers who wrongly got these charges foisted on them by Sprint and no doubt the companies who were feeding kickbacks to Sprint not to reverse the illegitimate charges for wrongfully marketed premium content garbage.
All in all, over those '5' months I thought I had seen it all, but I had not, until the day that my departmental manager told me to my face "You must protect the Sprint brand" after I informed him that I would not lie to the customers under any circumstances. Apparently to him, and the rest of the vermin in the chain of command at C.C.I. and SPRINT, they had no qualms asking customer care agents to lie for Sprint. They have no idea how sad and repugnant that is to some of us.
As a call center agent with a conscience, I was expected to handle all calls in 500 seconds or be punished by threats of firing or other retaliatory acts on the part of the supervisors there. This is wrong, because all calls cannot be handled in 500 seconds. Some take longer, by necessity. As a call agent, if you transfer a call, you get threatened with termination if you don't get permission first. That's not service, that's **.
In five months working there, I literally had direct contact with thousands of customers who had been egregiously screwed by fraud at Sprint and who had legitimate complaints for both the F.C.C. to pursue and the F.T.C. in Washington but with this bogus misadministration, nothing is likely to happen to anyone's complaints. They all get rolled over to Sprint to call the customers and politely tell them that their bad service is not Sprint responsibility because the contract does not stipulate that the service must be sufficient or usable. It's tragic in the year 2013 that there is not one agency in this country who will SUE SPRINT AND TAKE THEM TO TASK FOR MASSIVE CONSUMER FRAUD. A customer agent who knows what they were doing, and it is FRAUD!
I think the worse part of having to sit in a chair and be the buffer zone between Sprint incompetent criminals in Overland Park, KS, and the irate and justifiably very bent out of shape customers, was that, as in any customer service scenario, you would have to be a heartless thug not to connect and feel a great deal of INTENSE SORROW as I did for that elderly lady in San Antonio who couldn't now afford her medicine or food and was piteously weeping on the phone to me. That hurt, and it was difficult going to sleep that night knowing that others just like her were being screwed out of their fixed incomes and stipends they live off of.
That was the hardest part. Knowing I worked for scum who had the ethos of any garden variety hyena, as they plundered customers to enrich themselves. But that is America today. It's all about grabbing all the cash as fast as you can, and then thumbing your noses at those you ripped off. There is no watchdog in this government, so people, your only fair shake is to either class action sue these slime, or cancel your accounts and get the hell away from them as fast as you can. And don't ever, ever look back.
Someday they will be gone, but it won't be because any governmental agency took them to task for the fraud. And the Indoor Air Quality situation will be allowed to worsen and cause the agents in the building to get sicker and sicker from the mold in the air there... but that's due to inaction on the part of the State of Washington. Run fast, and run far from these sleaze. I have no idea if AT&T or VERIZON are this bad, but clearly, Sprint clearly is defrauding everyone, everyday, 24/7, and charging top dollar for substandard cellular services which in some cases are either nonexistent or just flat bad.
Talking to someone on Sprint is like talking to someone in a small metal submarine inside a flushing toilet. It's just not fair for any so afflicted customer to pay the outrageous ETF's and put up with intentional fraud when they do contact Sprint through the C.C.I. call centers. It's just not right.
On a closing note about SPRINT, it's not bad enough that the call center in Bremerton is manned up by mostly good hearted agents who try to do their best. Or that their trainers who tried to do the right thing, were good people, and in the same boat the rest of us were: working for the employer of last resort in the area. But let's put it this way, for a corporation like SPRINT to use a punk company like C.C.I. as a 'buffer' between them and the courts, that smacks as rank cowardice.
Furthermore, when you penalize each and every call agent if a customer calls back in within 72 hours, using a term called 'NCP' or next call prevention, when much of the reasons the calls are coming in are not controlled by the agents in any way... then this is pretty pathetic and sad. Paying them 10.50 cents an hour to breathe in cootie infested air, be threatened with firing every time they go to a group meeting, and have incompetent management inform them that their "JOB IS TO PROTECT THE SPRINT BRAND AND LIE FOR SPRINT" is a bit much.
I know that if any of the call center personnel ever read this, tell them to pass to ** and ** and the entire training gang that 'they' are in fact the sole reason it was worth staying there for the 5 months I endured till they terminated me for blowing the whistle on the fraud and the bad air situation there. And to the other call agents: "most of you who I worked with, if you tolerate the incessant LIES of management, you deserve the ** and the b.s. you get every single day you are there." Human dignity can only be stripped so far before you have to ask yourself if it's worth it to cover up for rank criminals who are doing harm to their customers every day they pull the collective wool over the customers eyes.
November 13, 2013 update: C.C.I informed me that they were pleased to notify me of my upcoming eligibility to get medical bennies! I wrote the delusional whistle-head a polite; "Uh, I don't think so. I got suspended for reporting you to the federal and state governments for conspiracy to defraud." That no doubt went over like a turd in a fishbowl once she forwarded it to their legal group grope. Interestingly, the Feds informed me that the matter is now in the hands of the F.C.C. Now that is reassuring (NOT!!) They might as well have told me that the Pope was going to assign a 'Holy See to investigate SPRINT' now.
As you can imagine, in AmerdeKuh things are no longer too very real any longer. Corporations can get away with it, and there is no oversight of any kind. IF any of you read down this far through this whole thing, be advised that IF you report these slime, you're almost wasting your time doing it. Best to just bite the ETF bullet and have a drink, because any effort you expend reporting these ** to any agency is time and money down a rabbit hole. And I do think that Dan Hesse knows that. And so does co-conspirator C.C.I.'s female CEO. They know.
For all potential customers of Sprint; please don't waste your time or hard earned money with Sprint. Please learn from mine and other's experiences with this rip-off organization. Don't fall for their lies, and spend your money with another, more reputable cell phone carrier. When we ordered our 4 iPhone 6's in September, I was told that the activation fees would be waived for two of the four phones as an incentive to make the sale. Now, two months later the 4th fee is on my bill. I called and was given the runaround by two different CS reps.
I was told there was no manager there to talk to. The representative said he was in charge of the entire Philippines facility, even though he answers phones. I got nowhere with them, I had him look in the notes from my past calls and was told there was no mention of this and they cannot waive this fee. When I called back, I was told I got the same place and got the same response from another representative. However, this lady did say there were managers there, but that no one could speak to me at that time, but could call me back. This still has not happened as of yet.
They lie to us and you can't do anything about it. I asked if someone could pull up my phone calls as they should be recorded as their automated system tells us so that I could prove what I was told. I was again told that this fee cannot be waived, and then I was told there's no need to do that since there's nothing to verify. So, now I'm paying all 4 upgrade fees, $36 each.
My presumption is that I'm not the only one they're lying to, multiply that by the hundreds of thousands of customers they lie to the same way. We as customers have no recourse but to pay them and continue to let them get away with their deceptive practices on a daily basis. On top of that, the representative was rude and curt with me. He didn't care about my concerns or complaints, he made me feel like no matter what I was calling about; Sprint had predetermined that it really did not care about any of my concerns.
Another issue I called about was a $9.99 third party fee that I was charged last month and this month for something that wasn't ordered. He told me it was for “3,000 play credits”. I asked who the charge was from so I could call and dispute it; he told me it was for a game. I asked what game, he said there were a million games out there and he couldn't know, but that it was on the phone. I again stated that no game was downloaded or authorized for purchase on the phone and again asked who the charge was for.
This is when he really got rude and curt with me. I asked him who Sprint gave the money to and he continually refused to tell me, he just kept repeating that I need to see what game was downloaded. I asked how Sprint could charge me for something that they can't tell me where the money was going to and he didn't even attempt to make sense, he simply continued to repeat word for word the statement that I have to check the phone to see what the money was for.
This type of unjustified billing should be illegal, and may be, but I truly believe it is just another way that Sprint is ripping off their customers! How can Sprint charge and take its customer's money and not be able to explain what the charge is for? I believe they merely hope their customers don't take the necessary time to audit their bills because they know most customers don't want to spend an hour or more on hold waiting to get a runaround from their foreign customer service department. Or have to try to deal with a customer service representative that not only doesn't have a firm grasp of the English language, but may only be barely understandable.
NEW YORK, NEW YORK -- Sprint charged me a fraudulent early termination fee. When I refused to pay, Sprint ruined my credit rating with all 3 bureaus. On May 31 I bought a Sprint HCT Evo phone and I was told that I had 1 month to try it out, risk-free, with no early termination fee. After one month I decided that it was not for me. I returned it on June 30. I was then informed that "one month" actually meant "thirty days." This was not explained to me at any point when I was buying it and I could not find it anywhere in writing.
The people at the Sprint store agreed to accept the physical piece of equipment back (the Evo phone). However when it came to the plan, Sprint customer service gave me the biggest headache and heartache. I talked to at least 5 or 6 people on the phone. One supervisor told me clearly, that I was WELL WITHIN MY RIGHTS TO RETURN THE PHONE and get the fee waived. (This is saved in Sprint's computer notes from a conversation with Annette on July 1st at 11:36 am.)
However, after forcing me to speak with several more people, Sprint ultimately dictated that I had to pay the early termination fee. This amounted to almost $400 dollars. I refused to pay, then or later, because I think this antic is highway robbery, cheating, and a total rip-off. Also I cannot afford it. The reason I went with Sprint in the first place is because they supposedly had the cheaper plan. Sprint then proceeded to report me to all 3 credit bureaus. My credit, which was formerly good, took a 55-point plunge.
I have disputed the item with one credit bureau, but I have not been able to tell my whole story to them because they do not provide enough space for an explanation. They turned me down once, now I am disputing it again. My conclusion is that my credit is ruined, and that Sprint is a dishonest, unscrupulous company that takes advantage of consumers. It bleeds every last drop out of its customers, and does not keep its own promises.
Do not use Sprint! Sprint is terrible! I hate Sprint! In the meantime I went to Verizon which is much better, and Verizon has not given me any problems so far.
CUSTOMER SERVICE NUMBER, WISCONSIN -- I originally got a Galaxy S back in January of 2011. And it worked great! I enjoyed it all the way until Sprint forced a manual download in the Fall of 2011. After that, the phone would just start punching buttons in and doing things all by itself. This is where it the story takes a turn for the worse. I took the phone to a Sprint Store (normally go to the one in White Bear Lake, MN since it is only 45 minutes from my house and is the closest one).
They "fixed" the phone, but it still did not work. I took it back, the Sprint Store had the memory erased, but it still did not work. Finally, in January or February of 2011, they gave me my first Refurbished phone. I did not have this one month and the phone would not hang up on calls, so I returned it to get a second Refurbished phone. I did not have this one a month, as the screen would not rotate. I then got my 3rd Refurbished phone, and again, this phone would not hang up on calls.
However, before I could take the 3rd Refurbished phone back, I had the phone in on hand and as I was trying to hang up, the phone cracked (from the pressure of my thumb). I went to the Sprint store and they informed me that since the phone was cracked, they could not do anything and I would have to contact the Insurance company to get a new phone. Upon contact Asurion (the insurance provider), I found out that I would have to pay $100 to get a REFURBISHED phone. I was upset and learning I had to pay $100 to get a Refurbished phone, when I cannot get a Refurbished phone to last longer than 1 month.
So, I called Sprint Customer Service. The representative I spoke with stated that they could not do anything, but have a manager call me back within 24-48 hours. Fine! However, no manager did actually call me back. Please remember, at this point, my phone is cracked and actually now is trying to cut me. I have to tape it so I do not get cut, but at least it kind of works.
After waiting 3 days and no manager calls me back, I call customer service at Sprint back to get a customer service representative who tries to transfer my call, but instead hangs up on me. No one tried to call me back after they hung up on me. I waited another day and called back a 3rd time. This time, I told the Sprint Customer Service Representative all that I had been through and she was nice enough to credit my account $50 for the poor customer service and told me if I got a Refurbished phone through Asurion and it did not work out, I would get a brand new phone... no more Refurbished phones.
I reluctantly agreed to pay $100 for a Refurbished phone (but at least I had $50 credit for the poor customer service and a promise of a new phone if this did not work out). So, in March of 2012, I got my Refurbished phone from the Insurance Company. It also did not want to hang up on calls. However, before I had a chance to get it to the store, I sat down one day and the screen cracked. PLEASE understand... I did not sit on my phone.
My phone was in my front pocket of my dress pants with no other items with my phone (as I never but anything in the same pocket with my phone). So by sitting down, my phone cracks, but this time, the phone will not work at all. I go to the Sprint store to have them tell me that they cannot help me. I call Sprint that night to be told by a Customer Service Representative that I can get a new phone or an upgrade for free. I was not fishing for an upgrade, but since I have had so many Galaxy S's, I agree as long as it is free. Not a problem, he will transfer me to someone who can help.
I get transferred to Tech Support (I do not know if this was an error), but after I tell Tech Support all that has happened, the Tech Support person states they can only get me a Refurbished phone. However, they will note in the account that I should go to a store to get a free upgrade. I ask this person too, "is it completely free?" She states it will be completely free. I take time out of my next day to go to the store. At the store, I wait a good 20 minutes for a representative to help me (while the only 2 representatives helping customers are both helping the same customer).
When I finally get a representative to help, they inform me that the notes on the account do not say I get a free phone, but say "I stated I get a free phone", so they cannot do anything but let me pay $100 for an early upgrade and sign a new 2 year contract. I then call Sprint Customer Service from the store. The first representative transfers me to someone who can help. The second representative proceeds to tell me I have been "misinformed" and have to pay $100 for an early upgrade and sign a 2 year contract OR pay $100 and go through the insurance company.
I state that I have been told by 3 representatives that I will get a new phone and I took time out of my day to be told I have to pay $100 and sign a 2 year contract to continue with this GREAT customer service? She says those are my options. I ask to speak to a Manager. She states that she can have a manager call me back in 24 to 48 hours. At this, I loose it and state that my phone IS NOT working and how is someone supposed to call me back? I bounce from place to place for work, so how is someone supposed to get a hold of me?
I literally argue for 10 minutes as there is no real way to contact me. Finally, since she will not get off her butt and go tell a manager of the situation, I agree to have a manager call me back. As soon as I agree, she says "Thank you" and hangs up on me! I had just stated that my phone does not work! I argued for 10 minutes on getting a hold of me and she hung up on me before she could get any contact information. This is the type of customer service representative Sprint has hired (one that works for a phone company and is not smart enough to obtain contact information after you just complained for 10 minutes that you cannot reach me as my phone is not working)!
At this point, I leave the store and wait to cool off before calling Sprint back. I call later that night to have a customer service representative say that they will send it on to have the case reviewed and will get back to me the following day. After not hearing from them the following day, I try to get a hold of them on the third day. I finally get a hold of them at 5:30 that night and they say there is nothing new to report, but they will call me that evening. After receiving no call that evening, I call Sprint the following day, to be told there is a note that he called and left a message. What phone number, I do not know.
I then proceed to talk to customer service representative, escalation managers, and some other supervisor for them to tell me that I was misinformed 3 times and can either pay $100 for a Refurbished phone or pay $100 to upgrade my phone and sign a 2 year contract. I do get a HUGE $25 credit, as that is all they can do! Meanwhile, I have been lied to by ALMOST every representative, hung up on, and they feel that they are not to be held accountable for their representatives.
I can waste hours from my day trying to get them to honor what they tell me (whether it be a new phone, a free upgrade, or just being decent enough to call their own customer back), but Sprint does not feel that they should be responsible for their representatives that they train in! I am now at the point that I am debating on paying close to $1000 to cancel all 6 phone lines I have (as I do not know if I can handle 2 more years of a company that feels it is acceptable to lie and treat their customers this way). Sorry, not lie, but misinform!
FLORIDA -- I was with T-Mobile for 11yrs - loved them, but when I moved they didn't cover my house and needed a phone and hotspot. I did my research and went to Sprint unlimited talk/text/data plan (mostly on cost). The first couple of months the service was great! I did have a few people tell me I sound "muffled" when I talk to them over the phone, but I just chalked it up as the phone itself having issues that I wasn't too worried about addressing. Although I have a 4G phone and didn't have 4G in my area yet, I was still pleased with the 3G speed - it did its job, and I thought "maybe 4G will be in the area soon since Sprint is a rather large company".
A year has passed with broken promises from Customer Service (CS). It's considered "GOOD” if I even get 3 bars and yet again I get zero service inside my new home. They try to sell me a reception booster like it's my problem, not theirs! I let things slide a lot, but I was on the phone 5 times in the last 2 weeks with CS. First, I told them I didn't need the MiFi hotspot and I was okay to pay the $70 cancellation fee. They went over all the information and then a day later they turned off my cell phone instead! I told the representative specifically "not to accidentally turn off the phone because I've seen that happen before".
Sure enough that's what they do. I had to go through the hassle calling them again to make them understand what happened - the representative almost acted like I was lying. The very next day I get a bill suddenly being $120 MORE than normal and on top of that it showed I RENEWED MY CONTRACT for 2 more years (b/c they turned my phone back on as if a new customer). I notice the bill slightly changing $1 here $1 there that is still unexplainable, but $120!? I questioned them on it b/c I just paid my bill so I know I wasn't late. I also noticed the city tax went from $5 to $19 (city or Sprint's error?).
After the representative and his supervisor tried to figure it out, they noticed I was charged $70 cancellation fee twice (one for turning off the phone and then turning off the MiFi). I had to put in a dispute claim because they didn't believe me that I didn't request the phone being cancelled, it was Sprint's error they didn't turn off the MiFi and I should be only charged one $70 fee. Finally, after 20 minutes on the phone and they reviewing my "case", they said it was "legit" (like I didn't know) and within 24hrs the 70 dollar charge will be taken off and the contract will stay as it was.
It has been over 48 hrs and I still don't see the charges drop (nor even on the bill it showed the cancellation fee, which was strange). I'm going to give them one more day before I call them AGAIN. Overall I rate CS a 3 because they were trying to understand and be helpful and gave me a $50 credit the very first time I called in an issue, which they didn't have to (let's hope it applies to my bill, like the fees suddenly did). The service can be much better, especially for the price I'm paying - otherwise I might as well go to Metro.
KENOSHA, WISCONSIN -- Sprint is horrible for charges. I originally signed up for the $79.99 plan. $69.99 then $10.00 more for the unlimited data. They said I would also get a 10 percent discount, which took 4 faxes over a 5 month period to receive and they would not credit me the prior months discount because they stated they just received it!! I did them at a corporate store each time and had them make me a copy of when it was faxed.
Well, the first month was fine, my bill was correct. The next months after for 10 months I had to constantly argue with them about my bill because I never received a bill under $130.00!! I was told my bill would not even go over $85.00 to $90.00 because I had the triple A discount plus the plan was the 79.99 unlimited!! I had nights and weekends free, supposedly. I was supposed to have cell to cell free... supposed to! NOT!
Every time I called to complain they would say I didn't have detailed billing and they could add that for another $10.00. These rip-offs were padding my bill. I WOULD HAVE DROPPED CALLS IN THE MIDDLE OF A SALE!!! Not only that, but my taxes were escalating monthly! I finally got so ** off, I was able to get through to a "Manager" in the customer service who after an hour of me complaining and trying to pull it out of him how much do I pay for taxes!?
They gave me the runaround twisting and turning my words like corporate rats then I said, “What is the percent? I want you to tell me what percent taxes you are charging?” Finally! He still could not give me a definite but said "uh, no more than 12% to 17%.” I said, “Then why the ** is my bill being charged 30% on taxes?” He tried to twist and turn the numbers with me but I said, “You people are nothing but liars and cheats and you people can shove this up your butt!”
I hope to God there is a class action lawsuit with them because I also had them years ago and switched because they wanted to charge all these charges for not letting them take out of my account to pay my bill. As it stands, my buyout would have been $350.00 and I cancelled service before my contract and had my bill coming up to pay the 79.99. You would have thought the final bill would have been around $450.00 tops to get them out of my wallet. Wrong!
They sent me a bill for $750.00! I'm not paying or dealing with them! They can kiss what I can't reach and they have been calling my new phone (because I ported my number) at all hours and days trying to speak with me! But I am using caller block to block them with my new android new better priced plan! Sprint is hell! Do not sign a contract!! Signed: got you pegged Sprint!!
TEXAS -- I received a call today saying: too bad. I will cancel this month. I have been a Sprint customer since I acquired my first cell phone in 2000. I have stayed with Sprint despite repeated trying circumstances, the worst occurring in the past two years, when my Blackberry Curves would malfunction on a regular basis. I spent untold amounts of time in Sprint repair centers and on the phone, pleading to have my phone replaced, because it was not working; most notably in an emergency situation I experienced with my family early last year.
Sprint representatives assured me that my only recourse was to spend yet more hours having the phone repaired, since I was not at that time available for an "upgrade." A new phone could not be sent to me, despite the fact that I had insurance (oh, I could pay the "deductible" for a phone that failed through no fault of my own). So I weathered out a complete lack of phone service until I was available for an upgrade.
This is not the only problem of course: in 2010 I went on a trip to Bermuda, and prior to travel, called Sprint to verify service/rates there, and was assured service, only to find that the phone was completely unusable one there, and all information the representative had provided me was incorrect. I could go on..
Two days ago, I dropped my phone in the driveway, being off balance thanks to being 8 months pregnant. The screen cracked. I called customer service and was told that despite the fact that I have been paying $8/month in insurance, a replacement phone deductible would amount to $100. I do not have $100, being only a lowly college professor. There are no other options available to me short of paying full price for a different phone, which is again out of the question. Or, I can wait one year at which point I can receive an "upgrade," or I can cancel my contract at the cost of $280, again, which I do not have.
I am asking if my true loyalty as a customer is worth anything to you. If the fact that I held onto Sprint through poor customer service and wasted valuable time is worth anything to you. If the fact that my (now) husband is a Sprint customer, and has been since the beginning of his cell phone days, thanks to my insistence, is worth anything to you. I would like to be let out of the contract or to be offered a replacement phone gratis. What will happen if you ignore/refuse my request? Well, very little, from a corporate perspective.
I will create a series of online reviews and complaints, sharing my experience and the futility of loyalty to Sprint (and of the insurance "protection" plan!). If it comes up in conversation, I will advise colleagues, students, friends and family to avoid Sprint. I will put the $280 cancellation fee on a credit card and pay interest on it for years to come, and attempt to find a new phone in the days prior to the arrival of my newborn. I realize that all of this will not be noticed by Sprint or any of its employees, that you will be fine without our patronage. But I ask that you reconsider your policy and the 12-year loyalty of my family.