BRENTWOOD, CALIFORNIA -- Background: I live in the San Francisco Bay Area otherwise known as the high-tech capital of the world. If I have problems here, you can expect you will have problems where you are. I also travel and experience the same issues.
I am one of those customers that was lured to Sprint with the promise of better pricing and service and I couldn't have made a bigger mistake. I am now being held HOSTAGE by Sprint in a phone lease agreement (not a service agreement which is important to understand) with the 5 phone I have (all having the same service issues) which will cost over a $1,500 to get out of. I have tried to work with Sprint to troubleshoot the issues and the bottom line is their network is sub-par at best and isn't capable of delivering the service and coverage you can expect with other major players.
No contracts: before you enter into a “non-contractual” agreement with Sprint, understand what that means. Most cell providers are starting to go away from a monthly contract for their service and move to a phone lease or purchase. Interesting thing is it releases them of liability to provide you a suitable network and hold you 100% on the hook on a lease of a phone.
Sure, you can leave Sprint at anytime and be off the hook for service fees but you still owe them your complete lease amount even though you give them back the phones. I wouldn't mind just buying the phone and taking them to another respectable carrier, but you can't because the technology in the phone is not compatible.
Service coverage: to be blunt, it SUCKS! Be prepared to deal with it taking up to 30 seconds to connect to a number once it is dialed. Be prepared to have long delays in text messages being sent or received especially if you have an image attached. Be prepared for slow or non-existent internet coverage especially if you are in any building without WiFi. From time to time you can expect dropped calls especially if you travel.
Customer Service: be prepared to hear “sorry” multiple times when you call to complain. You can also expect to hear things like:
• "Sprint has good coverage in most area, we are currently upgrading our towers and expect service to improve soon."
• "I can send someone out to your local tower to see if there is an issue (useless when the problem is everywhere)."
• "We are doing our best. Unfortunately we live in the world of here and now and we expect things immediately. With cell service, we should expect this and it is possible for things to take 2 minutes to 20 minutes."
• "You should go to another carrier and see if they will buy you out of our phone lease."
• My favorite: "We can send you a booster to improve the signal at your house."
Interesting fact is I got a cell phone to use at other places than my house. Not really an acceptable solution when the booster is not portable. Not to mention if this is a recommended solution, you obviously know there is an issue with you network coverage. I can go on and on but if this isn't enough for you to understand then I guess a first-hand experience is the only way you will see.
NEW ORLEANAS, LOUISIANA -- I recently obtained internet service with Sprint through their MiFi Hotspot device. It required a two year commitment. The service and speed were great, however, within four days, I had used up the monthly allotment of 3GBs. Previously, I had used a Boost Mobile Hotspot via my cell phone and rarely used up the 2.5GBs allotted each month. And that included all the work I do online as well as texts and photo uploads.
I have contacted Sprint and asked them to show me exactly how my data is supposedly disappearing. All they can say is that I must be spending too much time on Facebook or watching movies. I do neither! And I still do as much work as possible through my phone. There is no way I have actually used the amount of data that they say and they are unwilling to supply any kind of proof as to where is being used. With other companies, when you reach your data cap, they slow down service until the next monthly cycle begins. I have learned from Sprint that they do not slow down the speed but they charge a doubled fee for each additional MB worth of data until the month is over.
As you can see, padding a consumer's data usage is quite profitable for them and I believe this is the trap I have fallen into. My only option, according to Sprint's customer service, is to pay for the MiFi device ($200.00) and cancel the contract. I say they have already violated the contract by not being able to show me where this data is supposedly being used. Should there be no disclosure at all for the consumer? I think there should.
On Boost Mobile I got 2.5GB/month and it usually lasted the whole month. With Sprint I get 3GB and it's gone in four days, being used much less than the mobile phone. Something is very wrong here. I would appreciate any help you can give me in getting to the bottom of this and find out how Sprint can charge for large amounts of data but cannot show where or how that data was used.
NORMAN, OKLAHOMA -- Oh my gosh. Where do I begin? The coverage in my home was worthless. And I live in a metro area. When I would ask for help with this always got a BIG RUN AROUND. Always blamed a tower or would just say that I should have service in my home... I called customer service no less than 50 times. To no avail. I went into the local store... worthless. Finally got out of my contract and now have T-Mobile which is awesome! Customer service is WONDERFUL. Coverage is awesome too. I actually have access to internet on my smart phone. Amazing.
Just went into the local Sprint store to pay my final bill. Tried to pay it. The tech guy said I have to wait for a customer service person to become available... waited and waited... tried to use one of their Sprint phones to reach customer service. Spoke to the middle eastern man for five minutes only to learn he couldn't process my payment. I would need to call another number he was going to give me. I so wish there will be a class action lawsuit I can sign. The gawd awfulness service on earth!
SANDY SPRING, MARYLAND -- My phone screen black out when place my phone down on my dresser. Went to pick it up later and noticed the screen would not turn on. Did not know what was wrong with my phone because the screen was not cracked so took my phone to Sprint repair store because thought well am paying for insurance so they should be able to fix it.
So when got to the Sprint repair store the guy looks at my phone and says "Well your LED was cracked," and they would fix it then he said "But don't know when we can fix it because we have no items to fix your phone," (which don't get how repair store has not repair items that's just one of the many reasons you should not waste your time or money at Sprint). But any ways he told me would have to wait about days till they get shipment in to fix my phone. So tried another Sprint store and they told me it's broken and my insurance won't cover it and have to pay 150 to get new phone. So now have two Sprint company stores telling me two different stories...
So then said "OK I'll wait for the first Sprint store went to.. To get the shipment in of items to fix my phone." So wait. Days without phone they is working. Call them back and they say "Well don't know who told you that because we will never know when we will get shipment in," and that the shipment of items are sent at random dates and they can't even ask or find out when it will be shipped to them so that's another lie that Sprint owned company told me.
So now I'm out phone and they're telling me to have to pay 200 dollars now if want to get new phone so said thought it was 150 and he said "Well I'm looking it up and it say 200." So now have Sprint owned companies telling me two different stories basically lying to me and giving me the run around because Sprint does not know how to run efficient businesses and has employees that do not know what they're doing. So called and complaint and told them that don't think should have to pay for phone line I'm not using and that until can afford to get new phone they should compensate me back for phone line I'm not using.
So Sprint tells me they can't do anything so was stuck paying for phone like that was not even using. Like nothing - no internet, not phone calls, nothing. So then after fighting with them for week the say "Well will give you 25 dollars credit and back" so when get the bill they did not even put the credit in. So call fighting with Sprint again and they tell me that the phone has warranty by Samsung and they can fix it. So call Samsung. They tell me to send in my phone. So did then call to check on the status of my phone and they tell me that they can not fix it and that it will be 200 to fix it.
So all in all Sprint are bunch of liars and they don't care about you and they don't care to help you. They just want to get you to shut up and they don't care about you or what's happening to you and to top it of just because Sprint advertises their cheap don't mean anything. The service sucks. My phone calls drop all the time even when have full bars my calls drop. The internet is soooo slow - you pay for 4g speed but Sprint's service sucks so badly that 90% of the time you will only have 3g and your internet will be slow. Am telling you Sprint is the worst company ever.
Stay away from Sprint and do not spend your money there. Am telling you do not spent your money there. I'm not writing this review for fun. I'm doing it because am customer that has but treated like all Sprint wants is my money and to hell with what. Depends to your phone or your service do not spend your money or time in Sprint. If had the money would just end my contract but don't have 400 dollars to do so. So am stuck with them for not. If were you would either get AT&T - they are the best. Mean never ever had problems with AT&T - they are the top choice in my books.
Only reason I'm not with them was because was on my parents line when was with AT&T and when got of the line to start my own line needed credit. Was only 19 so had no credit so my only option was to get on my boyfriend's line because he had line with Sprint... Never will ever get on with Sprint ever again. Worst company in the world. Stay away. I'm telling to AT&T is the way to go. My name's ** and I'm just trying to save people from wasting their money on such bad service and company.
STOCKTON, CALIFORNIA -- I have been with Sprint now for close to a year and a half. From the first day my wife and I left the store, shiny new iPhone 4S's in our hands, we have been blown away at how terribly slow everything is on Sprint. In fact, on that first day, we didn't even make it out of the parking lot before we turned right back around and headed back into the sales office and asked, "Why is our data so slow?" This is when we learned that Sprint stores are just that.. sales offices. They are not able to do anything of substance to help you or fix your problems. They are there to sell you a phone and/or a plan. That's IT!
Since that day we have been back in the store several times, have used online chat and have made several phone calls to customer service, all about the horrible service we receive. Every aspect of our service is unreliable and unreasonably slow. Even with a full signal, our data speeds are dwarfed by every other provider.
Every friend we have who has Verizon, T-Mobile or AT&T is able to leave us in the dust without exception. We don't even bother trying to install/update apps unless we are on wifi and we often get messages saying that we are not connected to the internet when we are. Text messages can take up to the following day to get to the recipient, even if that person is also on the Sprint network. We get frequent dropped calls and failed calls. We keep getting voicemail notifications from calls that never rang.
Then, when we attempt to retrieve those voicemails, we are often unable to access the voicemail service. Every time we contact them, Sprint goes through the usual hoops; check our account, check for network issues, reset our connection, reset the phone, blame the phone, blame Apple, tell us LTE is "coming soon". My wife and I have coined the term, "getting Sprinted". When your call dies, "You got Sprinted". When the text you sent while you were out shopping and had a question finally arrives when you get home, "You got Sprinted". When you REALLY need to look something up on the internet and all you get is a blank white page or a hypnotic rotating wheel, "You got Sprinted".
Sure, every provider has their good and bad days, but Sprint's good days are only as good as their competitors' bad days. Well, ladies and gentlemen, we have had ENOUGH! It is incredible that we are expected to uphold our end of the bargain when it comes to our 2-year contracts and must pay a hefty sum to get out of them when the provider seems to bear no responsibility whatsoever. They are not obligated to maintain any level of service. We pay nearly $200 per month for cell phone service we can barely use. I suppose it is very easy to offer "unlimited" data when there is no possibility of anyone actually using very much of that data in a month.
Ironically, when I contacted Sprint the other day about getting out of my contract, my call failed THREE TIMES in the course of the two hours I was on the phone. You know what they told me? "We see you have had issues, but we are not able to waive your ETF because your service isn't BAD ENOUGH." WHAT?!?! If it was any worse I would have to use snail mail for all communication! This is absurd. This has been the absolute WORST experience I have had with ANY cell service provider. Time for a change of scenery.
My Sprint service itself was completely worthless. My home was not even inside Sprint's coverage, and everywhere in the city I live (which according to them is their best 4g coverage) was nearly as bad. I finally got rid of them and was told to send back my equipment to have my ETF waived, along with proof of residence to show that I really was out of range. It took several months for them to recognize the equipment return, during which time I received countless emails from them stating that I owed anywhere from $500+-$700 to them and they were sending me to a collection agency!
Eventually the credit showed and now I only owed $260 (WTF? my monthly bill was $100). After hours on the phone, they determined that there was zero balance and I owed nothing. "It will show on the next bill period before collections comes around." Thank goodness, problem solved. HA! Less than a week later I get an email stating I STILL owe the $260 and that it is due June 2nd. I call and once again they confirm that it just hasn't processed and not to worry, it will be off by then.
It's week before June 2nd: the calls from a collection agency start rolling in. Having never experienced this before, there are a few words which can accurately describe it, one being: traumatizing. Sprint again. Over an hour again. To ever so rudely determine that I did, in fact, owe my normal monthly bill. Much attitude about the reasoning of the attempted charges being because I cancelled back in February. YES! I DID! I have been having to deal with your awful company and getting the runaround for THAT LONG.
Sadly, I paid the $100, because I never want to deal with them again. Ever. Ohhhh and did I mention it is nearly impossible to get ahold of someone at Sprint?? Do they purposely put non-working phone numbers up for customer service so that you can't get ahold of them? If there was a 0-star option, I would choose it.
COLUMBIA, SOUTH CAROLINA -- Have had problems with my Android phone for several months and have taken it into Sprint, had hard resets done by Sprint over the phone, have received bill credits because the phones resets and cuts off on, it's on about every 15 to 30 minutes. Was Tim's to take it into Sprint store and took it to the (corporate store) one on Harbison Blvd in Columbia, SC. We were told to allow 4 hours and they took our secondary # to call, which they did not do. So we went back in and was met by a customer service representative that was anything but!
We were told there was evidence of corrosion and there was nothing that could be done. We told her that we had the phone in previously as well as bill credits and card resets done by Sprint, that the phone had problems since day one and that contact was on file where we had contacted Sprint. We told her the phone got extremely hot and I'd corrosion was present, that it was probably from sweating of the battery, that the phone had never got wet. She stated that there was nothing that she could do so I asked her to close the account, but she stated she could not do that either, that I would need to call their 800#.
We left and discussed in the parking lot (she immediately went to her vehicle - cigarette break? Heck with customer service!). We went back in and talked to another customer service representative who stated for $100 they could replace the phone (insurance co-pay?). We paid the $100, but we will not be renewing our accounts (iPad, Cell and home phone) with Sprint. One of the Sprint associates whispered, "I went through 8 phones before I got one that works." There needs to be a "class action" lawsuit against Sprint and the Android maker as I believe this may be a much bigger problem than me.
KANSAS CITY, MISSOURI -- On August 26, 2013 I went to the Sprint store in Kenwood, Ohio. I wanted to upgrade my cell phone to an iPhone. The salesman showed me what was available and I picked one that cost $199. When completing the sales deal he mentioned that they were having a special. If I switched my home service I could save $100. I said that was fine BUT I was leaving the country and didn't want to do it until I came back Sept. 10. He said that was fine. He gave me a box to take with me and said not to hook it until phone service was started.
When I returned home I had a bill from Sprint for $25+ for phone service in August. I called the store (Sept.11) and said that I had specified that service was NOT to be started until I got home. The sales person gave me a bunch of information that basically said "Tough but that's the way it is!" Then I called customer service. They said to just return the box and they would cancel the account. It had been over two weeks and there was a $200 cancellation fee but they would forgive that. None of this had been explained when I got the phone.
I was also not told that when I purchased the phone I contracted to keep the account with Sprint for a year. I had had this account for many years as a gift from my husband. He had paid the account until now. I also could not get the account in my name until I took him into a Sprint store and had him sign over the account. THEN my husband got a bill from Sprint for 206.49. We took it to the Sprint store closest to our house and the manager (who was very knowledgeable) spent over an hour looking over the bill, listening to our explanation, and talking to customer service.
Finally figured things out. He had been charged incorrectly by the salesman and the bill was $70 overcharged. She said to go back to the store where I purchased the phone. We went back to the Kenwood store and spoke to the manager (the sales person was off that day). He took the bill and listened to our explanation. He said he would call back the next day. (Tuesday Sept 24th).
We waited until Friday and finally called the store. They said he had had a death in the family and was not there. I got a bill on Monday that said I must pay immediately. Since I was told previously that this line was cancelled, called customer service again and talked to **. He said the account had been canceled and a credit was made to the account for those charges. Yesterday, my husband received another bill for $172.69. He owes NOTHING!!! There is a late payment charge of $10.00 also a credit $33.80. We don't know what to do!! PLEASE HELP!
TUCSON, ARIZONA -- In February 2013 I signed up for service with Sprint after having a phone provided by my employer with Sprint service for over 3 years. The owner was selling the company back to the franchiser and I needed my own plan. Soon after getting my new contract, in my name and with an upgraded phone, the service got worse and worse. It's now at the point that most calls I place or receive drop after a minute or two. The phone simply doesn't ring and when the caller leaves a message (none of which I'm aware of since the phone didn't ring). Their message takes from 10 minutes to 24 hours to show up as voice mail. Some text messages don't show up for 10 minutes to 2 hours.
This last problem is the newest on the list but frustrating nonetheless since many of my clients communicate through text messages since they are busy running their businesses. I have lost imperative information and therefore some business due to these issues. I went to my neighborhood Sprint store where I bought my phone and signed up for the contract and was told by a very cheeky employee there that I should read my contract carefully because it does not state that Sprint has to provide me with decent service. He actually said those words. He also advised that I could 'try' to get out of my contract but that isn't likely to happen.
During the same conversation this person told me that Sprint is adding hardware to its towers which is causing all the issues and the work will be completed in November, closing with 'there's not anything we can do about that.' I politely told him that his job must suck since the service his company provides is inferior and he stated "Yeah, especially since I work on commission." I left very frustrated and feel like I'm not only being ripped off but mocked by this company's rude employee!
REDLANDS, CALIFORNIA -- We took a phone into the Sprint store to reactivate it. That was done quickly. WARNING- By reactivating this phone, we suddenly incurred an additional $150 charge PER MONTH to our account, and initiated a new two year contract. NONE of this was disclosed to us at the time. Be sure to ask the agent: Will this transaction incur new charges to my account, and how much? Will this initiate a new contract? AND make them write it down for you in plain English, because the document you sign on the little electronic thing has all this in it.
Anyway, the bill showed up 30 days later (of course you have a 14 day right to cancel, but by the time you get the bill, that has already passed). Our family plan was now $150 more! Of course we thought we were adding another line for $20, but that was not the case. We tried to cancel and get out of it, and absolutely they refused.
After a total of 5 hours on the phone (over a period of two weeks) and 5 hours in the store, we finally got it taken care of. What absolutely horrible customer service. The telephone customer service said it was the Store Manager's decision. The Store Manager said it was customer service. Finally we were in the store, on the phone with customer service in front of the manager. Then it only took another couple hours to get it sorted out!
By the way, I have now switched to another provider and am astonished at how much better the phone service is. I thought all the networks were pretty much the same and they were just quibbling, but it is not true. We are one by one migrating all 14 of our phones away from Sprint (We have about 8 to go).
I absolutely felt Sprint engaged in fraudulent and deceptive practices. They happily signed us up for this extra contract. They led us to believe it would be merely $20 per month to add another phone. They buried the details in the "legalese" of the electronic form you sign. They refused to make it right when we complained. Oh, yes! One more sweetener. To cancel the contract, we were supposed to pay $200, even though we did not receive a new phone but provided our own phone!