VALLEJO, CALIFORNIA -- Beginning April 2015
Grandson, 18, wanted Sprint for unlimited texting. I agreed to help grandson. Went to Sprint store, told by saleswoman I had to have my name on account to run my credit, said I could take my name off after account set up. Saleswoman very friendly, said to lease phone and lease price would be divided into monthly payments and added to bill. We, grandson and I agreed.
August 28, 2015, Friday
I hadn't taken my name off account yet. Received email from Sprint telling me they were going to send me to collections if I didn't pay $187.00. Paid by credit card. Never received a bill. Decided to take my name off account.
August 30, 2015, Sunday, Begin 11:30 AM end 4:45 PM
Went with grandson to Sprint store to take my name off account as agreed upon. Was told I couldn't do it in store. Given form to do it online. Took form, drove back home, attempted to do it online, per instructions on form, believing I was removing my name from account. Got to page where told I was not authorized to proceed. Called Sprint, went through telephone tree, no option for representative, hit zero six times, got representative. Forty-five minutes, on hold several times, customer representative couldn't understand what I was doing.
Went back online, repeated process on paper given to me at store, got same message. Called Sprint store. Told he couldn't understand, would have to come back into store. Drove back to store. Saw saleswoman who leased phone and sold contract. Told her what happened. She said couldn't do it in store. Was cold and unhelpful. I said she could look in her computer and see message. She did. She said she didn't know why. I wasn't leaving until she helped.
She worked in computer, said problem was grandson had to have login name and password. I said I would do it. She turned computer toward me, asked me to put in grandson's name and new password. I did. Thought problem solved. She said when I got home I had to click on link being sent by email within four hours. Thanked everyone on my way out of store. Drove home, watched for email, never came. Waited through Monday, email never came.
September 1, 2015, Tuesday, 11:30 Am until 3:30 PM
Called Sprint Customer Service. Got telephone tree, would not give me option to speak to representative. Hit zero six times, transferred to representative. Explained I did not get email. Put on hold several times, representative needed to consult with “team”. Much back and forth and being put on hold. Representative came back, said email with form was sent, my grandson and I had to sign it, I had to send it back as attachment in reply to form email. Didn't understand why.
Finally told there were two accounts, one with my name (first account), one with grandson's name (second account). I had filled out paperwork online day before (per saleswoman's directions) and was releasing phone number to new account when I thought I was removing my name from existing account not opening another account. Explained that wasn't what I intended to do, not what I was told I could do, not what saleswoman said she was doing.
Several more times on hold, twice two different representatives called saleswoman who denied she'd told me what she'd told me: that I could remove my name from original account, never a mention about having to open another account. Asked for supervisor. Put back on hold. Same representative came back on phone. Repeated wrong story back to me about my complaint. I clarified by telling entire story again for about seventh time.
Put back on hold. Asked for supervisor two more times, representative kept talking, putting me on hold to consult with team or supervisor. No supervisor provided. Problem not solved. Representative kept explaining same thing to me that there were now two accounts, that I'd made second account. Said I'd done it, nothing else could be done. Got angry, demanded supervisor. Put on hold. Supervisor came online, said she'd spoken with store, saleswoman had mislead me, would have consequences, apologized, said leave new account with grandson name, wouldn't have my name. Old account would cease to exist. Thought problem solved.
September 2, 2015, Wednesday, 1:30 PM
Decided to look into grandson's new account, make sure it was O.K. Had login name and password. Saw bill saying “Due now-$250”, shocked. Called customer service, no option to speak to representative, hit zero six times, got representative. I explained I'd paid $187.00 Friday night couldn't owe $250. Went through entire story, again. Representative went back and forth between old account and new account, saw I had paid $187.00 August 28. Put on hold for representative to consult with team, on hold for fifteen minutes, many previous holds that long.
A different person picked up line and asked me for my phone number as if I was just then calling customer service. I got angry, said I'd been on hold for fifteen minutes. New representative hung up. Called customer service again, no option to speak to a representative, hit zero six time, got representative. Explained entire story to new representative who said he was going to speak to his supervisor but he wouldn't put me on hold, he would just take off headset and go speak to his supervisor, then spent five minutes explaining to me that he was going to help with problem, repeated problem, assured me he would help me.
Waited five minutes listening to background noise. Representative came back, told me $250.00 on new account was deposit for new account because of grandson's non-existent credit rating, only way to remove $250.00 deposit was to return, with my name, with grandson to first account. I got angry, again, said we'd come full circle back to beginning.
Representative was going to take off headset again and go consult another supervisor. I said I'm psychotherapist and client in waiting room for fifteen minutes. Told representative to please leave message on my cell phone (Verizon, thankfully). Representative agreed. Client left. I checked my voicemail. Representative repeated only way to get rid of $250.00 was to return to original account with my name and grandson.
Decided to call Verizon when I got off work and ask them to get phone number to open account with Verizon. A couple of hours later realized I would have to pay for phone and early termination fees and had already paid $187.00 even if I didn't pay $250.00. Threw in the towel. Only way to end insanity was to print out form, sign, email back, pay $250.00 on new account. Paid $250.00 with credit card. Printed form, drove to grandson, he signed, drove home, I signed.
Wrote this, took two hours, nothing compared to time I've wasted with Sprint, not to mention stress. Do not use this company. In my entire 69 years, this is the WORST company/customer service I've ever done business with. I've been to Hell and it is named SPRINT.
After searching the Internet for two hours I was able to find the email address for Sprint's CEO, Marcelo Claure. I was unable to find any other Sprint executive's email. I sent the review to Mr. Claure that I posted here at night and asked him to please read it. By the next am I had an email from him. He said my issue would be resolved that day. By noon someone called me, apologetic, saying things are changing at Sprint. I believe Mr. Claure is the new CEO. She gave me her direct line and listened to my story. The day after that I received an email from her detailing what is going to be done. They're returning my $250, making sure my $187 payment is posted to my grandson's "new" account, making sure nothing goes on my credit including a hard inquiry and making sure I don't have an open account with Sprint. I was floored because of the many, many hours I spent with Sprint customer service and in the Sprint store and got nowhere. Apparently Mr. Marcelo values even the smallest customers at Sprint and he made sure everything was cleared up. I only put three stars because of what I went through to get to Mr. Marcelo. If he is the new face of Sprint I would certainly give it a try after he's had the helm for several months, enough time to overhaul Sprint's customer service. I am very happy that he didn't ignore my email.
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.
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!
TUCSON, ARIZONA -- My letter to the CEO of Sprint and to Patricia ** In the office of the CEO of Sprint: My time with Sprint was an experience... I will not soon forget after 3+ years of service with Sprint. Since June when my phone was stolen and needed replacement I have gone through what Sprint considers customer service experiences, that can not be fathomed. In total now since June I have spent 18hrs total on hold or talking with Sprint representatives. I have been through four total phones and was on my way to needing a fifth, and had to travel approximately 30 miles to receive service to even use my phone.
With that being said I hoped that the office of the CEO and its representatives would have listened to my concerns and at least attempted to solve my issue with something other than $250 worth of Bill credits, but instead I was asked to travel to two different stores across town from each other (approx 10 miles in traffic, approximately 30 extra minutes) to be told that my phone would take an hour and a half to take apart and be fix with parts from a 14 day return that someone else had to bring back for whatever reason.
I have attempted to give as much time was needed to accommodate the issue to be resolved and even given suggestions as to what could be done to retain my business. My suggestion was to just simply remove the nightmare of the note 4 from my life, whether it be something comparable or and upgrade version I did not care but something that worked well. I was told that my suggestions were just not possible.
This is not an acceptable way to treat a customer of 3+ years of loyal service at 350+ dollars a month. I understand that I am not a corps. or an Inc and that I am just Jon **. customer, but as such, I plan to advised everyone I know of the level of service that was provided to me even at the top level of your company via social media and word of mouth. I am sure I'll find that there are thousands of people just like me. Patricia has my information as to what was needed for the account going forward. Sincerely, a highly disappointed customer and former user of Sprint services.
BOISE, IDAHO -- I bought my grandparents a tablet through Sprint so they could use it to check email and Facebook and take pictures. The contract was a two year contract, like normal. Anyways, from day one they can't get service/reception unless they are on WiFi. We call Sprint, they say to do these different things, which we do, to no avail. We took the tablet to a Sprint store, still nothing.
Four trips later, we still can't get their tablet to work without WiFi. They called the Sprint customer service center again to complain about what they have been through and the gal said they will discount their monthly price for all of the inconveniences they have been through. Well, two days later they get a notice on their tablet that says that they have used all of their data, even though the tablet has not even been turned on.
So again, we make yet another call to the Sprint customer service center and we were told that the gal had changed their plan so now they have less data, but they had paid full price for the current month. They were told they would receive a credit for the month as it would be prorated. However, that was not what the girl told them. She said she was giving them a discounted rate for all of the trouble they had had with their service. Sprint refused to help out in any way or do anything to fix the current situation.
So we asked that they put a note in their system that the contract was so to be canceled as soon as the contract was up.... only to be told that they couldn't do that either and that they would just have to call back and cancel it at a later date. This was the most frustrating experience I have ever had with any company. They were completely unhelpful, unapologetic and they did nothing what so ever to even try to remedy the situation.
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.
LOS ANGELES, CALIFORNIA -- Sprint sucks... First of all for a two-year period I was paying 80 dollars for a 1 GIG of data service which after two weeks I couldn't use my GPS because my data was at the limit. After the two-year ripoff or as Sprint calls it plan I went back to the store in east Los Angeles to see my options. One of the customer service guy kind of helped me not caring whether I renew my service or not.
After that I walked out the store and cancel my service with Sprint. I had just paid two months of service and it was the end of the month so all was needed to be done was to cancel the account. Instead the lady charged an extra month which led to a collection agency. Now I'm in collections for the amount of 82.60. So I went prepaid with Boost Mobile which is a lower branch of Sprint network and the same results.
The cell number I was given was an old number given to another customer causing me headaches because I was stuck with the phone number contacts of the old customer that means I was getting some weird calls. So I go back to the Boost Mobile store to change the number and guess what, the customer service guy was a total jerk, didn't want to help me at all. I'm done with Sprint, don't recommend this company..
We had unlimited everything through Sprint. An in-store sales guide convinced us to go off of it to another plan as we would never go over on minutes. We did. So, I called Sprint to get back on the unlimited plan that we were on. It is no longer offered!!! So, after a bunch of yelling the representative "by a miracle", found me an unlimited plan. We agreed on $270 a month, not a penny over, all in. ALL OF A SUDDEN, we start getting texts from Sprint that we are over on minutes?
I called in AGAIN, got someone else... (Luckily, I wrote down the confirmation # from the first conversation.) She says, "Not sure what happened, but he never saved it in the computer, and I can't find what he promised you, but let me see what I can do". After a half hour on hold, she comes back with another "miracle". $280 a month. "Can't get to $270, but we can do $280 all in." I get my most recent bill, $385!! I am on the phone now, and they are making more excuses. I am screaming at them!!!
They are just trying to run in circles and make excuses. Now they are escalating to someone else because this second level supervisor CANNOT CREDIT ME BACK WHAT THEY OVERCHARGED ME!! What?? How can anyone in the year 2016 think that they can run a business like this?? So terrible!!! I literally have been on the phone with them (a total) of 4 hours and counting!!!
I was told there would not be an access fee because that was the promotion when we added a line. Now, each month, the access fee keeps showing up. The local office said it was going on and they have fixed the bill a couple of times. I have tried the Customer Service for the company. They have said they understand and fixed it twice, but they won't take it off the bill. They said the promotion was over when we got the phone and my only option is the local office can continue to fix it if they choose to do it. Very frustrating. The local office should have the authority to fix it for good or else the national Customer Service should fix it.