It all started when I was telling an agent from Sprint about my dissatisfaction of cell service while visiting family. He told me that there wasn't a signal there and that I would have roaming charges. I asked, "What if I moved there then what." He asked for the address and then said I would have to use a different area code then I would have service. That can't be true. I know a lot of people that live in different addresses than their phone's zip codes. Then all of a sudden the agent changed my phone number just like that, without my consent, without any approval whatsoever!
Then the agent that changed my number upon hearing that I didn't want my number changed and I didn't authorize that hung up on me. I talked to a supervisor and they said my number could be changed in 4 hours. Those hours came and went and my number wasn't changed back. I called Sprint again and the agent claimed they could help me but alas they could not and transferred me to the tech department and they couldn't help me either and said they would call back in the morning. No call back. I called Sprint and the same scenario always played out.
The agent said they could help me but they can't, transfer to tech, drop call, start over, agent said they can help, they can't, transfer...On and on for two days and it's still going on as we speak. Meanwhile no number works on my phone in or out. No one can call me and I can't call anyone. I've never been more upset with the service from a company in all my life.
NEW BEDFORD, MASSACHUSETTS -- Terrible job and terrible customer service. I had unlocked iPhone 6 plus. (T-mobile, Verizon, AT&T, Metro and even Family Mobile is working on that phone.) So I took the number chip from my old phone 5c and put to 6 plus. I called to Sprint to activate my number there. So they couldn't do anything and said that number was not compatible which is compatible for all iPhones. They know only one word - The number is not compatible. So they didn't do anything, and I don't understand why they are sitting there and what they are doing there.
LUSBY, MARYLAND -- I upgraded my son's phone and was suppose to get a return package. Needless to say after 3 tries I still can't send it back and now they want to interrupt my service for nonpayment. I've spent over 2 hours on the phone and was told 3 times they were sending it. So now I'm out of town and my service is going to be interrupted because they can't help me. I even tried to drop it off at a Sprint store. They said "can't help you."
LAREDO, TEXAS -- Do not upgrade or buy a new contract with Sprint. Even if you're a loyal customer of more than 5 years and your device does not work in your area you'll still be forced to pay for your device. If not they will charge you $250 and still make you pay your phone which is a ripoff and nobody will be able to help you and they will give you the runaround. Which has been more than a year for us.
MYRTLE BEACH, SOUTH CAROLINA -- My iPhone 6 broke on its own after 2 months of just ordering a new one through Sprint's insurance company Asurion. I picked the phone up after not using it for an hour and smelled burning. I then noticed a hole burnt in the back of the phone over the battery. Sprint would not replace the phone and told me I would have to file ANOTHER insurance claim and pay the $200 deductible for a second time when I did not personally break the phone and there was no physical damage. The insurance company Asurion said the same thing.
PENNSYLVANIA -- The worst customer service I have ever experienced, lousy phone service. I'm lucky if I could get one bar no matter where I'm at. I get calls where people tell me, "Bad connection. Can't hear you. You're putting out." They quote when you sign up and then when you get billed it's a totally different price. They put you on hold whenever you call them. One time I was on hold for 45 minutes. Refuse to let them put me on hold again to get me somebody else. Good luck in finding someone you can understand.
FAIRFIELD, CALIFORNIA -- I was on my boyfriend's contract as a second phone. We had smartphones, but preferred just a basic talk plan, for which we were still paying around $90.00 a month for 2 phones that never went anywhere near the use allotment. We requested that text, and data be blocked so we did not get extra charges, repeatedly, to no avail. At some point my son sent me a picture of his new dog. I told him I would not be able to open the picture as we blocked data. Somehow, no idea, that picture got opened... So they say... And they charged me $70.00. I called and asked how I could open something that was supposed to be blocked. They refused to remove that charge.
They always would say we were a month behind, and we had to keep taking in the proof that they were paid... And on time. Their error, but never any apology from them for wasting our time. We split up, but we stayed together on the contract, taking turns paying the bill. As soon as the contract ran out he told me he was going with someone else. He would shut off his phone, and leave mine on if I wished to remain, and pay the bill. My mistake, I should have ran for the hills. In January I told them I wanted to switch to a talk/text/data plan for my phone that would have cost $45.00 a month. I was currently paying $29.99 for a talk only plan.
I am not really a data user, or even a text person, but I had a smartphone, and it seemed like a waste not to be able to use it. I did not even try to use either of those things until 3 months down the road, when I called because it would not let me text and found out that they had not set me up for text or data. They said that they would fix the problem, and after hours on the phone arguing with them that I should not have paid for services that were not even available to me, they finally gave me a credit for the previous 3 months. I should have tried to use the text or data right then, but I did not try again until the beginning of June. You guessed it they still did not work.
I called and she said that the text not working was my fault because I could enable that online, but why would I know that? They said they fixed it when I called last. They did really get the text working, but not the data... Although again they said they did. Funny, it kept telling me data was not enabled. Another 2 hours on the phone over this, and I was offered a paltry $10.00 credit. When I said "What about the 3 months that I could not use the plan I was paying for?" The woman I was talking to said I had already received a 3-month credit.
Well DUH. Lady that was for January through March, what about April through June? She puts me on hold while she talks to her supervisor... She was supposed to let me talk to the supervisor. Comes back all perky and says I can offer you a $10.00 credit off your next bill, isn't that good? I hung up. Went and bought an unlocked phone, activated it with Straight Talk Wireless through Walmart, and Sprint can kiss my **.
Oh, even though I shut off the phone on the SPRINT plan mid-month, and was not under a contract, they informed me I would still owe for the entire month. Robber barons until the end! Then they had the nerve to send me an e-mail saying "WE MISS YOU. What can we do to win you back?" I am betting that they really do not want to know what I think they should do.
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.
I looked at Sprint's website for their plans as I am going to change carriers due to poor signal at home. I called the customer service to ask some questions. The website said 1 line and 1GB date was $20/month and in small letters it said there was an extra $20 fee for data sharing and I was told in a round about way as they did not want to disclose that the min. cost for that line was $40 per month. It took a lot of questions and direct ones at that to find this out. Any company that tries to trick you by giving an incorrect pricing to lure you in when you're not a customer what will they do after you are a customer? I wrote them off of my list of companies to consider.