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.
SOUTH LAKE TAHOE, CALIFORNIA -- About 2 months ago I had my mom use her credit card to pay my Sprint bill, we called it in and they said that her account would not be linked to my account. Then my payments came due and they were always paid, so I called Sprint asked them how my account is continually paid and they said that they are billing an American express card. I made them aware that they are going to have to reverse those charges and charge my card. ** said OK no problem. Well mom had to call her Amex card and dispute the charges herself. Needless to say they were never reversed and they kept charging it. So she started getting her reversals on her card and I would pay the amount once it got reversed.
Anyway making Sprint aware of this and paying the amount due when it came and letting Sprint know about the whole situation, they shut my and my husbands phones off on Monday 4:00pm pacific time. When we tried to call we were automatically sent over to the fraud dept that is only open from 8-4 central time. So I call customer service (which were very helpful, thank you!) but I could only talk to this one dept. So I call them wed at 6:00am my time. They said that they need a copy front and back of my cc and ID and my moms cc and ID.
My mom is a little elderly, so called ** at this dept and asked if there is anything else that she can email or anything because she can't put her cc in her fax machine it won't go through. ** said no. My mom was a bit frustrated so she said cab she please talk to this investigator that ** keeps commenting about she puts mom on hold for 20 minutes and guess what.. No investigator got on the line. It was ** again and she said that there is nothing else that they will accept but that, so she sends her husband out to make a copy. Sends the fax at 2:48 pacific time. I call there while she is faxing it.
Now ** will not talk to us she is now busy and I speak to **. ** now says that she can accept a bank statement. I say well we got copies, she now says "well were closed". What your closed? It's 2:52 pacific time so you still have 8 mins. She hangs up on me. I call back at 2:55 pacific time (as my mom said she got the fax through it says sent). I am in the queue to speak to someone at this dept. "Please hold your call will be answered in the order it was received". I hear this message till 3:15 p time. I stayed on the phone thinking that they have to take my call because I'm in the queue. I assumed that they couldn't switch their phones over till they answer all there calls. Boy was I wrong!
Called them 6am the next morning ask to speak to **, "uh umm what's your account number, and I need to give her your name, is she expecting your call?" I am sure she is as I have spoken to her all day yesterday, (put on hold) "she is busy what do you need". I have faxed over the things you need. Can you please turn my phones back on as this is costing my family a lot of money (my husband drives a cab). "Let me check the fax", she says. "OK I have the info we requested, now all I need you to do is go make a cash payment for 227.00. Fax us the receipt and we will turn your phone back on".
I had made payment arrangements with Sprint to pay this balance on 2/13 she says ** that all payment arrangements are null and void if we get your account, WTF are you kidding me? I am the one that made you aware of this situation I have paid the balances that were reversed and now everything is null and void? How many people call you when you already have your bill paid and say no that is the wrong card your using please reverse this. I am so disgusted that I have literally paid a ton of money and lost a lot of money regarding this whole ** and you guys want 200 when I already made arrangements. My GAWD what **!
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 closet 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! Sincerely, **.
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 none the less since many of my clients communicate trough 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!
CHAMPAIGN ILLINOIS, ILLINOIS -- The problem is no Sprint signal in Cerro Gordo IL. With the exception of US Cellular, who's signal is maintained at a proper level, all other cell phone systems are not working in Cerro Gordo. Sprint should have NEVER issued the Hotspot device to me knowing they could not provide service for it. When you put in my zip code, you should have been informed that service in that area is currently non-existent.
Here is my first impression of Sprint. The two phones I wanted were not in stock. The 3/4G hotspot device that Sprint sold me with a service plan does not work. So, Sprint took payment for a service it could not provide. I left a working 3/4 G device, in your store to be recycled. I have paid the monthly fee for US Cellular, which I
cannot use. And I have paid for a Sprint service and device, that I cannot use. Then, some idiot bean counter in Sprint decides your store needs an audit to be conducted on a Monday, the first day of the month, three days before a major holiday. Really stupid move here!
And to top the insult off, the corporate telephone number issued to me in a letter to call, in case of customer needs, is always busy! Oh yeah, I am at my local library to get a WiFi connection since the service I paid for does not work! And of course, all the time and effort I put in to securing a HotSpot device that does not work. I am most disappointed.
Honestly, I wish I never heard of Sprint, and genuinely regret having solicited Sprint for cell phone service. I cannot accept the cell phones you ordered either, as I have no guarantee they will work in my area. The Sprint TV commercial. With the female on the motorcycle which states connections everywhere. Bogus and misleading!
AURORA, COLORADO -- In mid-October, I went into what I believed was an actual Sprint store located in Aurora Mall, picked out the iPhone 4S. Later, I decided I wasn't going to be able to afford the monthly cost and called Sprint customer service, within the 14 day timeframe, to cancel the service. I was told by Sprint customer service to return all equipment. So, I went to a Sprint store only to be told they could not take the equipment because it wasn't theirs and I'd have to return it to the store in the Aurora Mall. They then explained to me that the store in the Aurora Mall is actually Fast Wireless, who is AUTHORIZED to sell Sprint service, but is NOT an actual Sprint store, although the sign outside the store says Sprint.
So, I go back to the store in Aurora who said they can't take the equipment back because it came from the Sprint distribution center. While at the store the "Manager" called Sprint to see if they would take the equipment, Sprint said no, because the equipment came from Fast Wireless warehouse. Fast Wireless said they couldn't take the equipment back because it came from Sprint.
Neither is accepting responsibility, pointing at each other, and now I'm stuck with equipment I'm not using, and an early termination fee of $700. Sprint customer service has it noted that cancellation was requested within the 14 day which would eliminate the early term charge. However because neither Sprint nor Fast Wireless will take the equipment, Sprint will not cancel the account until equipment is returned and charging the early term fee. WARNING.. DO NOT DEAL WITH FAST WIRELESS PERPETRATING AS SPRINT IN AURORA MALL. GO DIRECTLY TO SPRINT OR NOT AT ALL. I will no longer do business with either.
CHESILHURST, NEW JERSEY -- Currently I am deployed away from my family for the holidays. Do you know how upsetting it is to talk to your spouse, that is home with the kids, and find out that they were on the phone for 2 hours with Sprint customer service about the mobile phone bill for 2 lines. I have enough to worry about. My spouse tells me that the initial sales person that signed up the service told us that the bill after military discount would cover the entire bill and monthly bill would not be more than 130-140 dollars. Guess how much the bill was? 160.00.
Also, the initial service sign up bonus was $100 per smart phone purchased that would be credited for each phone. When inquired, the customer service stated that there was no record of this on our account. Come to find out the military discount only applies to the primary line. I am finding that Sprint sales representatives will say anything, lie, swindle, and trap you in a 2 year contract.
When we told Sprint we want out of the contract since they broke their contract responsibilities, we are told "no, we can't do that", but they are sorry that we were told incorrect and untrue things prior to contract agreement, and there is nothing the manager can do for us but apologize. I went to the Sprint home page to find a customer service "let us know how we are doing/customer satisfaction" email address, nothing. All I find is the CEO stating "responsibility to do the right thing and ethical responsibility."
I am so angry and my spouse is so upset. And I am deployed, and I cannot do anything here. The worst part, is we did our market research on finding the best cell phone carrier for 2 months prior to getting service. Thank goodness I found my3cents.com to write this complaint. I am so tired of the corrupt and unethical practices of the large corporations of today. I am sure the CEO enjoys his million dollar bonuses while I complain about 30 dollars.
HOLLAND, MICHIGAN -- We have had Sprint for 11 years without too many problems but for the past year, the two phones we got with our plan are not working unless you sit out in the cold and my son's phone has to have the cord attached in order to make a call. My husband's Iphone seldom receives calls and he cannot call me from work on his cell. Never had this problem until the past year. Sprint won't replace the bad phones unless we sign another two year contract even though we have insurance on our phones. If we cancel our last year on our contract, it will cost us over 200.00 per phone. Their customer service is absolutely the worst EVER. After dealing with Sprint, I don't care if I ever have a cell again.
I am sure everyone has experienced good and poor customer service. Recently, I've experienced extremely poor customer service with my current cell phone service provider - Sprint. My husband and I have been Sprint customers for years. When the other major service providers announced unlimited plans, we were tempted, but decided to wait to see what Sprint would offer.
On February 29th, I checked the Sprint website and found the "Simply Everything" plan was available. The pricing for the plan was listed as $99.99/mo, $5 for a 2nd line & $15 for a 3rd line (I printed a screen shot of this). I called customer service to inquire about the plan. I explained that I wanted to have three lines on the plan and I wanted to make sure I understood the pricing correctly. I specifically asked if the total cost for 3 lines would be $199.99 (excluding taxes etc) and was told that was correct.
I signed up for the plan, extending my contract for 2 years. The rep told me for being a loyal customer I would receive a 1-time credit of $70 and 10%/mo discount on my bill for 2 years. The rep attempted to update my account, however, they were having some system problems and she couldn't make the change at that time. She said that she would be able to do so in about an hour and she would call me back.
Sure enough, an hour or so later I received a call from her. She said the plan had been applied to my phone, however, we would need to purchase a new phone for my husband before she could apply the new plan to his phone. She said if we could purchase the phone over the weekend, she would call me back on Monday, March 3rd to complete the plan update. As far as the 3rd line, she explained we would simply need to go into a Sprint store to transfer the liability of that phone to my accounts and the process would be complete. The new plan was to go into effect at the next billing cycle on March 7th.
On Sunday March 2nd, I purchased a new phone for my husband so we would be ready to update his phone the following day. However, Monday March 3rd came and went and I didn't receive the call. I tried reaching the rep directly by calling the number she had called from, but was informed that I could not be connected since I did not know her last name.
I called the general Sprint customer service number again, however, this time my call was put through to a different call center. I explained that I had signed up for the new plan and that I was trying to complete the update for my husband's phone. They said they could not help me (something about not having access to special offers). I found this confusing, but chalked it up to possibly a heavy response to the new plan. So, I hoped for the best and waited for March 7th when the new plan would go into effect.
On March 7th, I accessed my plan on-line and discovered the description of plan pricing had changed. The pricing was listed as $99.99 for 1 line, $94.99 for 2nd line & $84.99 for 3rd line, totaling $297.97. I immediately called customer service, explained the situation to the representative and asked that they honor the price I was given when I signed up. I was told that I had been misinformed about the plan pricing. They were sorry, but the price was the price and there was nothing they could do.
I pressed the issue and was transferred to the customer service supervisor. She also told me there was nothing she could do and suggested that I go to the Sprint website and send and e-mail to customer service (which I did) or, if I wanted to speak with her manager I could call back later. However, she warned me that there was no there was not guarantee that my call would be routed to the same call center.
I was astonished! This was the suggestion from a CUSTOMER SERVICE SUPERVISOR. You dealing with a customer that's already upset and you tell them to try to call back and hope you get through to the same call center? Where on earth did she receive her training and how on did she become a supervisor? I replied that since there was no guarantee my call would go through to the same call center, that I would like her manager return my call. To me, this is something the CSS should have suggested - certainly not the customer. I never did receive a call back from the Customer Service Manager.
The original description of the plan pricing was not only misleading to customers. It was not clearly defined to the customer service representatives when the plan was rolled out. This was evident by the fact that a week later, the description was changed to clarify the pricing. Sprint was the last major provider to roll out an unlimited plan. How could they have been so poorly prepared? In the highly competitive market of mobile providers, this appeared to be a "bait & switch" tactic.
On March 8th I filed a complaint with the Better Business Bureau which they forwarded to Sprint for their response. The BBB was advised by Sprint that it would take some time to research and respond to the complaint due to the volume of business. I also sent e-mails to executives at Sprint. They have not replied. The messages are probably trapped in a spam folder somewhere.
I did receive a response to the e-mail I sent to customer service which was, there was nothing they could do about the plan price, but for being such a loyal customer, they would make the 10% discount per month for life. At this point, I was not too certain what the life span of my business with Sprint would be. I did not feel the offer was equitable. I declined and said I would have to let the complaint filled with the Better Business Bureau run its course.
On March 25th, I saw the new commercial for Sprint, featuring Daniel Hesse, CEO of Sprint, asking "If you could change the way wireless companies did things, what would you do?" A few things immediately came to mind. What came next caught my attention - an e-mail address appears on a black screen: email@example.com. They wanted customer's feedback!
I took the opportunity to send Dan another e-mail explaining the situation and requesting they honor what I, in good faith, signed up for - the Simply Everything plan with 3 lines for $119.99/month, a one-time credit of $70 & a 10% discount per month for 2 years. Of course, I didn't expect to hear back from Dan personally. If fact, I received a call from a Sprint representative. He told me he would check into matter and would call me back. He also gave me his direct line so that I could contact him. I was encouraged!
On March 28th I called him to see if there was a resolution - got his voice-mail; on Monday, March 31st, I called to see if there was a resolution - again got his voice-mail; on Tuesday, April 1st I called to see if there was a resolution - once again got his voice-mail. That afternoon he returned my call. He said he spoke with his manager and, you guessed it, they were sorry, but there was nothing they could do.
I told him I understood that he and his manager may not have the authority to resolve this, but that someone certainly did. He asked if I wanted his manager to take it to the next level. Of course I said yes. I'm not certain what answer they expected? Did they think I would say "no, never mind"? He told me it might take a while before someone got back to me, but that he would make a note to follow up.
It's been a month since this first started and I'm still waiting and hoping that someone at Sprint will suck it up and make things right. The experience has made me consider what constitutes good and poor customer service and the lessons we can learn from experiencing both. Mistakes can happen in any business - acknowledging the mistake, being accountable and resolving the problem promptly and ethically is certainly more cost effective than dragging problem out. Dragging out problem resolution is a drain on man power and productivity, not to mention the cost involved with losing a customer to a competitor.
Good customer service is easy when everything runs smoothly. The true measure of good customer service is how effectively problems are managed and if the company serves as the customer's advocate. Good customer service can often be taken for granted. Sometimes it goes unnoticed or simply prevents a customer from having a bad day. However, sometimes, good customer service can actually make a customer's day and reinforce the partnership.
Poor customer service is quite the opposite. It is never taken for granted, never goes unnoticed, often escalates a problem and causes a customer distress and/or aggravation, leaving them to wonder why they do business with us. Worst case scenario: they stop wondering and take their business elsewhere.
KENT, WASHINGTON -- I am a customer of Sprint on a business account (which has about 12 lines between Nextel and Sprint) as well as a personal line. Here is my experience thus far with Sprint: Round #1 Nov 22, 2006 - I ported my phone number from Nextel to Sprint: Great, up and running in no time. Also, I activated a phone for my husband. Again, quick and easy.
Nov 23 - I ported a phone number from Nextel to Sprint for my owner at work. Instead of activating his number on a new phone, they cancelled my phone number and put his number on my new phone. After 15 minutes of trying to get customer service to understand what happened, they switched his phone # of to the correct phone. Great!
Now for my phone, they took the number (which we've had for 7 years) away in five minutes and they tell me they have to reserve the phone # and it will be available in 72 hours.
I'm furious at this point. My cell phone # is the emergency line for work and my only contact # as I do not use a home line. So I start re-recording all voicemail messages to reflect my "new" number. 72 hours later I call and magically it's not available due to the holiday (go figure). At this time I had a 253 temp # and now they are telling me they have to switch the # again to match my original prefix (206). OK, so the re-recording process and calling everyone again starts over!
At this point I am fuming mad at wasting my time to do this process, when I didn't want anything changed in the first place. So finally I get my number back ONE WEEK LATER!!!! Again, re-recording and calling people to update my info AGAIN. I was promised 4 times that someone would call me to update me and I received one call and that was because that it was one week later and I promised to call and call until I got my number back. My compensation for re-recording my voicemail, having to call key people who need to get a hold of me and the 5.5 hours spent on the phone with customer care: $249, they will take care of one bill.
Round #2 Jan 2, 2007 - I received a call from Sprint in regard to my bill (which was due according to my bill that day). I tell them I send in that payment and they tell me I have another one due in two weeks. That makes no sense but whatever. Send me a copy so I can read it and take care of it. They also inform me that there is a note on the account that they are going to have to change my area code because my address doesn't allow for my current area code.
OK, I'm a reasonable person, but give me a break! I tell them I just got the phone 6 weeks ago with the same address, haven't moved, and they issued the phone number and I'm not going to change it. She says that's fine, they'll leave it. (Awesome start to my day.) I get to work and find out the phone doesn't work. On the phone with Sprint again, I explain the situation and they tell me the phone number has been changed to match my new address in Seattle.
OK, I live in Kent, did not want my phone number changed and have never lived in Seattle. So, again they can put a reservation on the number, which they took away for no reason and I can get it in 72 hours. Sound familiar? So, I humor them and wait a week, I know they are slow so I'll deal with it.
Jan 9th - Call Sprint to find out there was no reservation ever placed on the phone and with the current staff working, they can't help me. Needless to say I'm not a happy camper at this point. So after waiting on hold for 20 minutes with a customer service rep., who sounds like he's eating and not doing anything. He tells me so that I don't "drop dead" on hold, he'll transfer me to a supervisor but I'll be told the same thing in a different voice. Fabulous, I'm excited for this one! So, the supervisor tells me the same thing, but this time I get the corporate number. OK, so they'll be able to help. WRONG!!!
Jan 10th - I call corporate, their complaint dept. is good old customer service. OK, so we try again. I get the number reserved this time but in order to reinstate the number I have to provide a new address??? OK, NO! I was issued this phone number with this address and that's how I want to leave it. Two hours later after being transferred 6 times to the wrong department and asking to speak to a supervisor I get no where.
First the employee who could find a supervisor wouldn't transfer me because they can't do anything but they would call me later, sure I've heard that before. I also tell her they do not have a good contact number for me as this is my husband's phone but again she'll call me on it later. Thanks, I still want to talk to the supervisor thank you! OK, the supervisor really can't do anything for me. I just want to know why they are telling me that I need a new address and all he can tell me is that they will call me later. During this conversation I tell him 7 times (no joking) that he can not reach me on that phone #.
He finally gets my cell # from me. He also gives my 1-800 # to call at corporate. Surprise, surprise I get sent back to customer service. I think it's funny that last week they said 72 hours for the phone # and now they are telling me that I can get it today. So I'm Impatient and called again - magically the number is available. Wow, I didn't receive a call. Imagine that. So I had to explain again what happened and again an apology, at this point apologies really don't mean anything.
Now, I need to get the phone to program. I tell them the phone is not with me and I need to wait until my husband gets back before I can program it. She asks if there's any other way to get a hold of him because she already reset it. Now I can't get a hold of him. He can't call out. So much for being able to leave work because he's waiting for me to call and tell him when I'm ready! Again, my schedule is completely re-arranged because of Sprint! Compensation for Round #2 $111. NEEDLESS TO SAY: DO NOT SIGN UP WITH SPRINT! THIS ALL HAPPENED IN THE FIRST TWO MONTHS OF MY SERVICE WITH TWO DIFFERENT PHONES!!!