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Sprint Cell Phone Service Consumer Reviews

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Customer Reps Have No Clue, Worst Service I've Ever Dealt With
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LOS ANGELES, CALIFORNIA -- I have never experienced such incompetence before as I have with Sprint. I have been trying to get an old phone unlocked for international use for over a month now. The phone in question has already been completely paid off (so I fully own it) and it should not be such an issue to unlock it. The first time I called was back in December, when I was still in the states.

I requested an INTERNATIONAL unlock as I was going to CANADA. I repeated this many times, and thought that there would not be an issue and I would be able to get the phone unlocked within 72 hours, as this is what the service representative notified me of. Instead, I received an email 72 hours later saying they could not unlock my phone but gave me an MSL code instead. Upon looking up what an MSL code was, it is for DOMESTIC unlocking. So after waiting 72 hours, the representative did not even complete the request I asked for and did something completely different and wrong. By this time, I was already heading to Canada.

Fast forward a couple of days, after settling in Canada, I decided to use the instant online chat to talk to someone about getting the phone unlocked. They notified me that they could not unlock the phone unless it was activated on a line for 24 hours... while also being in the states. As you can imagine I was extremely angry and frustrated because if the original customer service agent had properly submitted my ticket, I would have been in the states to keep the phone active.

As stated earlier, I was already in Canada at this point so this was not possible. I asked the agent to leave notes about my case in the file as I would need to figure something out and call back. After another few days I called Sprint again to see what was possible for the unlock, and there were no notes left in my case file about the online chat.

The customer service representative notified me that a new ticket had been created for an international unlock, and that it would take 5-7 business days. I asked them to expedite the service, as this call was made on January 22 and it had been nearly a month since I had been trying to get the phone unlocked. After waiting 4 days, I received an email notification on the morning of January 25 stating the phone would be unlocked in 48 hours.

As this was a Thursday, I called again on Friday to check if the 48 hours included weekends, to which the representative said yes. I was expecting the phone to be unlocked by Saturday morning based on this answer. Saturday rolled around and my phone was still not unlocked. I called again and asked for a supervisor, who notified me that the 48 hours actually doesn't include weekends. He asked me to try the SIM card again anyways and that he would call me back in 2 hours time.

More than 3 hours passed with no call so I had to call them again. They couldn't help me and said they would email the manager and see if they could do a manual override and would call me back in 24 hrs. Again, more than 24 hrs passed and no callback. I try calling again, more angry than ever because I have been lied to several times now and have had 2 supervisors blow me off and not call me back like they said they would. I talk to another representative and they say that the phone will definitely be unlocked by Monday morning, as it will be 48 hours then since I received the email.

Monday morning rolls around, the phone is still not unlocked so I call again. After having to speak with 2 reps, 2 supervisors and a manager they notify me that the wrong ticket was submitted and they have to start the process all over again and it will be another 24-72 hours. I ask if they can just call their backend office to get this very simple and quick process completed, and they say that they only communicate by email. The manager says he will submit an escalated ticket (which still takes 24-72 hours) but will call me back after 24 hrs after hopefully receiving a response about the request. More than 24 hrs pass by and I have, yet again, not received a callback.

I need this phone for work and I have wasted so much time trying to get it to work. I needed this phone specifically for work and cannot buy a new one right now as they are so expensive. This whole experience has wasted my time and money. Comparatively to other carriers in both Canada and the US, I have never had such a frustrating and negative experience as I have had with Sprint.

They don't offer any kind of reparations for the mistakes that they made (a mistake which was made several times, wasting over a month of my time). I am actually in disbelief at how incompetent the support staff is at Sprint. This is an extremely simple process that they have dragged on. I would never recommend Sprint to anyone and I would give them zero stars if possible. My phone is still locked as I write this, and I am trying to talk to another representative again.

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Moved From T-Mobile to Sprint and Have Hit My 3rd Billing Cycle and Still Overpaying, No Resolution in Sight
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Day 1, Purchased 4 iPhone 7 Plus on the 4 lines @ 22.50 per line plan. Also added a phone I owned for a 5th line Free. Couple Days later, checked bill online and signed up for Auto Pay and ebill. Couple Days later, checked online, one of the discounts for buy 1 get 1 free on the iPhone still missing. Autopay & ebill discounts missing, chatted with online support, they told me I had to go back into the store (Solon, Ohio on SOM Center Road. Next Day, went into store. They escalated the issue and said it should be resolved for my next billing period.

1st billing cycle and I overpaid the following: $5.00 per line for 4 lines (20.00), $ 7.99 Limited spend (waived with autopay & ebill), $1.86 Limited spend (waived with autopay & ebill), $ 22.92 missing discount for buy one get one free for iPhone 7. TOTAL 52.77 plus tax

2nd bill cycle hits, $5.00 per line discount has been added but they did not reimburse for the 1st billing cycle overpayment. Still incorrect. $ 7.99 Limited spend (waived with autopay & ebill), $1.86 Limited spend (waived with autopay & ebill), $ 22.92 missing discount for buy one get one free for iPhone 7. TOTAL OVERPAID TO DATE 22. 85.54 plus tax.

Went into store again. Waited 30 minutes. My turn finally. They called and then showed me on the screen where the discounts and overpayment credit were processed and would appear on my December bill. December bill appears on my account. Still missing $ 7.99 Limited spend (waived with autopay & ebill), $1.86 Limited spend (waived with autopay & ebill), $ 22.92 missing discount for buy one get one free for iPhone 7.

Tweeted Sprint. Responded to their request for a secure chat. Sat on secure chat for 10 min before first response. I typed my reply and sat for another 10 min waiting for second response. I typed my reply and sat for 45 min waiting for a reply... meanwhile I am getting a reply on Twitter about the agent who is assisting me but the agent is not assisting me.

NEXT called store. They will submit a case and escalate and I cannot expect to get a response for at least 3 days. I have been patient and nice and waiting for months to have this resolved. There is really no reason that I need to be nice anymore. Being nice has caused me to overpay over 85 dollars and that is not going to go well over 100 on the 12th when they hit my card again. Sprint has awful customer service and they are not a company who stands by their service or contract with you.

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Sprint is horrid
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

If you're an international traveler, I wanted to pass along an horrid experience I've had with Sprint that forces me to cancel my years-long relationship with Sprint. The bottom line of a long note below is that my advice is to avoid/abandon Sprint if you need reliable service and support in foreign countries.

Here's a long explanation, long so you realize the magnitude of the problem. It began this summer when my international roaming (GSM) Sprint sim chip failed to work (in both Spain and France). I immediately contacted Sprint's international number, but I never got a straight answer, despite being put on hold for long enough that I ultimately racked up more than $100 in international roaming (on a separate European sim GSM chip I've got).

Worse than that, some of my calls clearly were being connected to an out-sourced service that had no idea what I was talking about. More than one did not even understand the difference between GSM (the cell-phone system used in Europe and most of the world) and CDMA (used by a few U.S. companies like Sprint and Verizon).

Years ago, Sprint sent me GSM sim chips for the phones my wife and I use out of the country to make sure we could get our cell phone calls when traveling abroad. I'm a reporter, so must have 24/7 phone access. For years, they worked perfectly -- late as March of this year in Germany. It was in Spain and France when Sprint's sim chips would not connect with networks for roaming.

I never got a meaningful response to my calls to Sprint from Europe, despite time-consuming transfers to a number of various Sprint persons (some, I sensed, where simply out-sourced phone service operations). It was so bad that one idiot said he/she would text message my Sprint number with information (despite my informing the person my cell number was unworkable in Europe). Eventually, after more than $100 in international calls to Sprint on my EU phone, I gave up.

When I got back to the U.S., I called our local Sprint store to see if I could order new GSM sim cards since Sprint now sells phones that support both GSM and CDMA. Yes, the store representative told me after checking our Spring account, but I needed to contact "customer support" for the cards. So, I called customer support. That led to 2.5 hours on the phone being passed around a bunch of clueless Sprint employees before being told no, I can't get them.

The initial customer support person said, "Yes, it would be no problem." But, after nearly an hour on the phone entering various information, he told me that he had prepared my request, but I had to talk with the international service desk. Part of the delay was answering a bunch of idiotic questions, including "why did I want a GSM sim?" Duh, maybe to be able to get calls when I'm outside Sprint's US CDMA network.

The first person on the international service desk seemed to have no idea what I was requesting and tied up my time asking the same questions I was asked from the first Sprint person. Eventually I got to a person who asked for my phone's IMEI number. When I heard her answer to my question as to why, I knew I was dealing with another clueless Sprint person. Her answer was to see if my device was on the list of devices that would support a GSM chip. Wrong!

The IMEI number does not identify a type of phone, as she said. Instead, it's a unique number to identify a particular mobile device transmitter. There are millions of IMEI numbers covering every cell phone manufactured -- and, in fact, a dual-sim, like my international phone, two IMEI numbers for each SIM slot. So, after yet another delay on hold, she got back to tell me my IMEI number didn't match any number in their database. And she proceeded, again, to push me to buy a new cell from Sprint.

I suspect that what's happening is that Sprint will NOT allow a sim chip in any phone that's not registered with Sprint (similar to the old dark days of locked phones). Unfortunately, the person with whom I was talking could not comprehend my question as to how I could get this particular Samsung phone in Sprint's DB of accepted phones.

After more than two hours, I eventually gave up on Sprint. Given some of the precarious situations in which I've encountered in foreign countries, I need a phone service and company service representatives far more reliable than what I encountered with Sprint.

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The Worst Experience With Any Company I Have Dealt With
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WASHINGTON -- Let Sprint buy my AT&T contract with 2 months left. Big mistake!!! I also turned in 2 iphone 5s. The advertisement on the store window was "half off at&t". Not only did I not get money for contract. I got no money for 2 phones. HOLD ON IT ONLY GETS WORSE!!! I have 6 phones. With at&t my bill was 369.00 unlimited text, data, all the bells, and whistles. Sprint for the 1st 6 months was all over the place always way over $400.00. Now my bill is 429.00 month for less service and the worst customer service I have ever dealt with. Let me explain how I got here.

HERE'S WHERE IT GETS UGLY!!! I went back and forth to the store numerous times [{24} and in all fairness it was right around the corner from my daughter's dance class; however, I never wanted to spend my time dealing with a 20 year old manager telling me things that were not true]. After going to store for almost 3 months the store closes and it was not even a corporate store!!! Not being a corporate store means the store could not help me anyway. This was a real eye opener!!! It is a lose-lose, catch 22, vicious circle. Weird the store said 'sprint'?!?!

After the store closed [incredibly frustrating], I started calling customer service. No help!!! I asked to get out of my contract because it was not cheaper and I have no service!!! The response was [and I quote], "If we did not have contracts we would be out of business." I think that says it all.

THAT'S RIGHT NO SERVICE!!! THIS IS THE COUP DE GRACE, FINAL BLOW, CLINCHER. After having a tech look at towers etc, I get no service unless I go down the road 3 miles. My wife is a surgeon and has to take call all night. Paying for no phone service is not only revolting in our case dangerous. Not sure why they do not understand??? I have never had a problem like this, nor ever had to file a complaint. Thank you for giving me a voice!

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Cheap Price = Cheap Service + Lies
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHICAGO, ILLINOIS -- If you are not a customer yet: you still have time to save yourself! They entice you with their appealing low prices, free store credits, "free" phones (for which they charged us in the end), apparent friendliness but the truth unveils itself through the months. We were a group of European students in the US for only a year so we decided to get a cheap no-contract family plan from Sprint, or that was what we were told. The first shock came when we realized the prices excluded vat + store charges (being European, we were not used to that) on top of activation charges for each line. So, our bill ended up being about twice what we thought we had to pay.

The worse was that they lied to us in store. We made sure to ask multiple times that we were not signing any contract, and they assured us that there was no contract since we would be leaving the US and couldn't keep any contract. Ended up that we actually had one of our lines under a contract. We had 8 lines so they easily slipped that without us noticing it in the agreements! After spending an hour with customer service, we were told that if we canceled our lines on the 21st of June 2017, we would not need to pay any additional fees.

We visited the store about a month before the above mentioned date in order to ask whether we could request for the cancellation on the 21st June in advance, but they said that we would just have to call on the 21st itself to have it canceled. Any guess what happens next? We call and they tell us that we actually have a 30-day wait period for the cancellation to take place. Yet another lie told to us in store!

So yeah while we would all leave the US, we still have to pay for the lines because of some people lying to us! The only solution they found was to keep our lines on standby, which means that we are still paying over 11$ for no service. So my advice is to rather pay a little more for a safe and reliable service from a company where you actually know your exact monthly expenses.

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Reception, Company Trustworthiness
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CANTON, OHIO -- I walk into the Sprint store to check out the iPhone 7 when approach by a representative. She told me the service is really good and that I will not find better reception in my geographical location. This is the biggest con company I've ever done any business with. I can't believe consumer protection laws can't be enforced on these cons.

I take my phone to the local tech because I couldn't use the network when the WIFI can't be used. He response with, "You need to connect to WIFI..." So my response was, "Why am I paying for Sprint network then." Of course he doesn't answer my questions. Then I tried to switch service providers and the pricks lock my phone so I can't it and spent 650 on this stupid crap. WARNING. WARNING. WARNING. BUY SPRINT service.

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Dishonest Business Practices Should Be Illegal
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TEXAS -- Because of Sprint's dishonesty both when we signed up with them and as we were leaving, our family will NEVER use them again. I was told at the store that I would receive a $180 credit to use towards accessories for my phone when we opened an account with them. I was then charged that $180 on my next bill! I called customer service, and they told me that it was not a "credit" but rather a delayed payment. The salesman completely lied to me. I would not have purchased these accessories had I been told the truth.

Fast forward two years later to the end of our contract. Sprint charged me for one last month because I transferred to a new provider during the middle of a billing period. So even though we did not use Sprint's service during the last 25 days of the billing cycle, their system is "just set up that way." Their system is set up to gouge their customers coming and going.

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Does Not Abide to Contract
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CANTON, OHIO -- I switched from MetroPCS to Sprint and at first the experience was fine and the phones worked great until the bill came. The bill that we agreed on was 144 dollars including tax and they signed the contract agreeing that was the total and we signed the contract agreeing that was the price, but the bill we received was 230 dollars which is 90 dollars over what we agreed on.

So I went in and talked to the customer service and they agreed that they messed up then continued to say that they can't do anything to fix our bill, so we were gives the choice to pay an extra 90 dollars a month or return our phones and find a new carrier. Let it be reminded that when we purchased everything in the beginning and they told us when we signed the contract that “if anything extra is on your bill bring in the contract and we will fix it”. Well that clearly didn't happen. Will never be using Sprint again with this kind of service and customer service.

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Unlocked Phones and Disregard to Customers
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- When I left Sprint and went to T-Mobile, I had already paid for two Samsung Galaxy S7 Edge phones. Once I realized that I keep getting invalid SIM, I contacted T-Mobile which informed that the phones are not unlocked. I contacted Sprint and asked them to unlock my phones. They keep saying that the phones are unlocked. But Samsung says the phones are still locked to Sprint. I have been back and forth with them for over two months.

Now I give up. The phones that I literally paid $2000 for are just worthless. I asked for the unlock codes which they received from Samsung. They said there is no unlock codes. Some of them give you different ideas to make the phone work which do not make sense. Finally, they started mocking me when I insisted on getting the unlock codes. One of them told me, just write 7 zeros while a senior complaint handler suggested that I donate to a Sprint customer. Let this be a lesson to any new customer. Please think twice before getting burn like me.

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Worst Cell Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BALDWIN, NEW YORK -- DO NOT PURCHASE THE 5 LINES FOR $100.00 SERVICE FROM SPRINT! I was skeptical about the deal and questioned it. The representative assured me it was legitimate and the service works just like other services and it was simply a promotion.

Needless to say I was convinced and agreed to enrolled into the plan with my family. I can't begin to describe the number of issues I've experienced with this plan... e.g., I CANNOT have a conversation on my cell while using the navigator nor sending text messages; nearly impossible to access website if I'm not at home using my WIFI, and the list goes on. I'll be going back to T-Mobile as soon as they have a deal that will accommodate the fees that I will incur upon termination.

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Sprint Cell Phone Service Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 119 ratings and
164 reviews & complaints.
Contact Information:
Sprint
2330 Shawnee Mission Pkwy.
Westwood, KS 66205
913-624-3000 (ph)
www.sprint.com
investorrelation.sprintcom@mail.sprint.com
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