INDIANAPOLIS, INDIANA -- A few years ago I purchased through Sprint-Nextel a phone that I could use when traveling internationally. I used it two times before we moved to Indiana, where my home location dictated I had to get another provider, which ended up being Verizon as it was the only one that worked dependably at my home location. I recently retired and we intend to begin traveling a few times a year out of the country again. I called Sprint and was told "that phone (V555) was sold as an 'unlocked phone', and would work on any GSM Network." I ordered an International SIM card and voila! It asked me for a "subsidy code" (an unlock code).
I called back, talked to endless people at Sprint, eventually got a guy in the International who eventually found an "expired" unlock code, but told me I had two choices: 1) open a Sprint account and reactivate (with charges, of course) or 2) take my phone to a Sprint Retail Store, give them the "MSN number" he created for me, and they would "unlock the phone." I called my local Sprint Store, they told me they were "not comfortable doing that", so I went to Indianapolis, where I was quickly told "we don't do this at this store", by the manager. They suggested I drive across town to the Sprint Service and Repair Store".
After a 20 minute drive, I waited for 15 minutes for some techy guy to tell me the same thing. I told my story to Mr. Techy, and then the store manager, who promptly agreed with Mr. Techy that "they have no way to do this." I spent countless hours on the phone with various Sprint people, drove about 50 miles (and back) to their Stores, only to find out the $150 phone I purchased from Sprint would not - or could not be unlocked. In no case, was there ANY offer of sympathy, let alone, an offer to seek an answer to my dilemma by calling the International Department who set this fiasco in motion. Never, Never, Never again with Sprint.
I just spent 2 hours on the phone with Sprint personnel and my problems were not resolved. In June I placed 2 of my lines on seasonal hold based on information from the Sprint employee that placed my account in Seasonal hold stating I would save money but would pay $8.99 per line. I normally pay $160 per month for my account and the last 3 charges have been $160, $120, and $240. Based on this information I will be paying an extra $40 to place my lines on hold even though the person I contacted in June said it would save me money.
Tonight I was transferred 5 different times (2 times incorrectly) and finally spoke to ** from Colorado Lone Tree extension ** and told her my situation. She was the one that told me it actually wouldn't benefit me to place my lines on seasonal standby and so that's why I'm paying more than I normally would. I asked her to at least show some semblance of empathy and understanding of my situation (being told incorrect information and being transferred incorrectly which ultimately led me to have been on the phone for 2 hours today) and credit my account something.
I asked her multiple times and she kept stating she couldn't give me a $70 credit, which I did not ask to receive. I will be cancelling my 1 line and then cancel my 2 other lines as soon as the time is up. I will also place this on every Sprint forum I possibly can. I will also bring my case to smalls claim court. I know ** could have been empathetic and understanding, but she was completely cold. She alone lost the account for Sprint. I know she could have done something, but did Nothing instead.
SEATTLE, WASHINGTON -- I have been with Sprint Wireless for 1 month today, after switching from Verizon. I love my phone (HTC EVO Design 4G). I should qualify that I love my phone now that it is working. I had to take it back 6 days after purchasing it because the display kept shutting off 10-15 seconds after I did anything, even though the settings were set to shut off after 5 minutes. The cell phone reception has been about the same as what we experienced with Verizon, spotty in some areas but OK in most areas.
I must say though that the customer service that I have received from Sprint has been abominably poor. I had to call to have a charge taken off my first bill that I did not authorize. As of today (2 weeks after I first called and two more calls later), the erroneous charge still shows on my bill and my account shows past due because of it. I purchased two phones (both the same model) at the same time. The second phone is now giving the same problem as the first one was before it was replaced, shutting off at very short intervals. We have taken it back to the Sprint store where we purchased it.
Three different employees in that store (Southcenter Parkway store in Tukwila, WA) have been extremely rude to us. They refuse to look at the second phone without charging us $35 each time. Even when they didn't fix the problem, when we take it back they want another $35. I only paid $99 for the phone in the first place. Why should I have to repurchase the phone $35 at a time when the phone is only 30 days old since I purchased it. It has not been dropped or damaged – the display is defective. It is supposedly under a 1 year warranty from the manufacturer, but the Sprint Store refuses to honor this.
Today, they advised that the phone has a defective motherboard, but they still refuse to fix it unless we pay $35 (in addition to the other two visits where they charged us to reset the phone and it did not fix the problem). We have asked to speak to a supervisor or manager and one is never available and they will not give us a manager's name to contact later. I have tried three different times to contact Sprint Customer Service by phone. All three times, I get to talk to an employee who asks my name and account info. Then they put me on hold. In all three cases, I was on hold for over 30 minutes and finally hung up.
Sprint does not stand behind the product they sell and they will not honor the manufacturer's warranty. They make it impossible to speak to anyone at their company about the problem. I highly recommend that you avoid doing business with this company. THEY STINK BIG TIME!!! :(
ISSAQUAH, WASHINGTON -- I have been a loyal Sprint customer for over 2 years, I always pay my bill on time and had never had or caused an issues UNTIL now. After my experience with Sprint over the last week I would never suggest this company to anyone. My HTC EVO's charger port disconnected from the motherboard. I took it to a Sprint repair store. After waiting for almost 45 min they informed that they could not fix it there because it is internal and I would have to buy a claim in with insurance dept. and would have to pay a $100 deductible for the phone.
I would have no problem paying this deductible if it where something that I had caused to damage the phone HOWEVER this was not the case. So I called Sprint - after spending over a hour on the phone with them a manager told me that he was going to buy in a claim as an advance exchange and waive the $100 deductible. I was happy with this BUT I called back in 2 days later to make sure he had done this however he did not nor did he note my account.
SO after I spent another 1 1/2 hours on the phone I was told a supervisor would contact me within 24 hours.. that never happened so I called back again 2 days later. After another hour on the phone the issue was still not resolved which then my phone died and so I had to call back again the next day. Spent another 45 min on the phone where they told me because the manager never put the notes in the account that they could not waive the $100 fee, which I told them at that point that I had spent over 4 hours on the phone with Sprint over the last few days and that it would be cheaper for me to just cancel my account, which they said they had no problem doing.
So all in all I will be cancelling my account because that if it's that they have no value for their customers especially the ones that always pay their accounts on time and not to mention pay for one of the highest plans they have. BUT unfortunately for them my company also has all 120 of our company phones with them and after all this they will most likely be losing that account as well. SO if you are thinking about getting Sprint I would highly suggest looking at your other options, find a company that actually values their customers.
BROOKLYN, NEW YORK -- On Wednesday February 29th 2012 at aprox 5:30 pm I turned in a Apple iPhone for a buy back to the Sprint store located at 5243 Kings Plz Ste A8U Brooklyn, New York. I was helped by a sales associate named **. The iPhone I was turning in had been disconnected since December of 2011. There were contacts and pictures still stored in the phone. ** explained to me that once she transferred my contacts the phone would be reset and wiped clean of anything in its memory.
On March 1st I received a call from a friend claiming to have received pictures and photos of text messages from the phone I had turned in the previous day. The pictureswere sent at 8:46 pm. More than 3 hours after I left the store. I was greatly upset and had to leave my job in fear that all my photos were being leaked out of my previous phone. A phone that I was told by ** was wiped clean of all my information.
The pictures were sent to a young lady named **. Whom I am not friends with or have had any contact with ever. I was told by her boyfriend ** that she had come into possession of my photos. I was told that the chain of possession of my phone passed through ** and one of two technicians named **. When I asked ** she also mentioned a technician named **.
I am honestly scared that my pictures were leaked to more than one person and I want some form of action taken. What happened to me was a violation of privacy. How can I trust Sprint as my service provider when my private pictures and messages are being distributed to the public by an employeeof your company?
So it's October 14th, our wedding anniversary & my husband & I decide it would be a good day to upgrade our phones we have with Nextel that are several years old. We have been customers with Nextel for many, many years. He chooses a phone, I choose a phone & we arrange to have them delivered to the Nextel dealer shop locally so they can be programmed & ready to go as soon as possible, as my husband will be conducting business out of state the entire month of Nov..
My husband's line is particularly valuable to us as it is also our primary number used for our business customers. We are assured that the phones would be delivered within 2 days & we would also have better service & coverage than our older phones had. Much to our surprise our phones don't arrive until 4 days later & at our home, necessitating a 25 mile drive (one way) to the Nextel dealership for programming.
Another unexpected surprise is that, despite her own calls to S/N our exceptionally helpful & patient representative at the store cannot have my new phone activated on our account because it's registered with a different Nextel customer! Back it has to go, so sorry Nextel says they can't do a thing about it, a different phone has to be ordered. I choose a totally different & advertised cheaper phone & have to wait another week, causing exceptional inconvenience with business calls.
A few weeks later & the phone issue (so we thought) has been resolved & my husband goes to Nevada for business. He is expected to be there a month & is looking forward to the "new & improved" phone service that we are told will be available in the area. More disappointment when we find out that he has NO SERVICE except within a small spot on a road approx. 30 feet long.
We then have to have all of his calls forwarded to my phone so as not to inconvenience our own customers. Nextel happily charges us for the call forwarding "service." Again I contact our local Nextel Rep. & she in turn contacts everyone she can to find a resolution to not having service available to us out of state.
One of the solutions is that we need to consider changing our phones to strictly Sprint network, thereby losing our customer connections with those who contact us with the Nextel Direct Connect frequently, or perhaps we can try a "hybrid" phone that will work on BOTH the Sprint & Nextel networks & towers (funny, same company but still running as 2 separate entities, that's convenient). HOWEVER to try the hybrid phone we have to change our service plan. It should be comparable I'm told, but once we change we can't go back to our old plan because it's, well, old.
Meantime back in Nevada my husband is STILL WITHOUT phone service (except the before mentioned 30 feet of road), the hybrid phone is not a viable option either. So we are told having the service plan changes only being in effect a week it SHOULDN'T be a problem to get our old service plan back in effect as we only upgraded for a phone we cannot use.
Bringing us up to date on our Sprint/Nextel bill, November 17, I pay for ONLY the charges for the phone service, waiting for the equipment charges to be properly credited to our account for the returned & exchanged phone etc. Never mind the fact that it will be nearly an entire month my husband has had virtually no phone service.
That brings us to today, Dec. 3, where when I attempt to make a call on my phone I am redirected to a Sprint/Nextel payment resolution line - no calls will go through & are all redirected for "payment resolution." This is yet again NOT A GOOD THING FOR A BUSINESS PHONE LINE!
Our account balance for some reason now sits at $951.42. This is an increase of over $600 than is should be, even including the new equipment purchases. I finally get in contact with a phone representative, go over the charges one at a time explaining each situation as it occurred.
45 minutes later he unraveled the facts that: We are on the wrong service plan & are being charged $208.18, when in fact it should be $89.99. There has been NO CREDIT recorded for the phone (I880) I had to return due to A FACTORY ERROR. This bumps us up another $227.90. The replacement phone I chose due to a promotional price of $79.99, we were charged $248.33.
Just because I'm annoyed, the fact that we have been charged $6.43 for a LATE PAYMENT, $12.00 for OVERNIGHT SHIPPING (DIDN'T HAPPEN) & $9.40 for call forwarding we were forced to use as a result of no phone service, stand out as more indifference to the issues & charges we have been dealing with for over a month with as yet NO RESOLUTIONS. Oh & what is the $18 "handset upgrade" charge.. well it's just something S/N charges when you get a new phone - WHAT?!?!?! Not to mention they charged us $48 - I remember something about 18+18=36.
But there is light at the end of the tunnel, after 45 minutes my phone representative tells me, not unexpectedly, that he needs to consult a higher up manager for authorization to fix our account.. while I'm on hold my call gets TRANSFERRED.. I DO NOT want to start this process all over again but I'm told my call was transferred to an incoming calls only center & they have NO WAY to return me to the previous service representative!!! Would I please hold because they need to again transfer me, this time to someone who works with Nextel accounts.
Another person & starting from scratch all she can do is make notes (yet she sees the previous notes made by the "mystery" original service representative they couldn't transfer me back to). I've been on the phone over an hour now & she is trying to be helpful but can only send my "dispute on the charges" to a "resolution" person.
In the meantime I ask can we at least get this resolved so that our phone service won't forward us to the "payment resolution" line should we need to, oh say, conduct business of our own??? YES.. this at least can be done. Glory be, we have phone service tonight (we'll take THAT day by day.. I have no faith in the S/N powers that be for some reason) but our charges? Why thank you for your payment last month for the service, but our account continues to sit at $951.42 until it is "reviewed."
I tied to sign up on the USPS employee discount website. I keep getting an error "error processing please try again." so I did. The order never completed, but I later found out my bank had five charges on it from Sprint totaling $920.00. I called Sprint and was told they had no record of my order. I was pushed off and transferred countless times, then I was told the credit processing department was closed on Saturday and I would have to call back on Monday (the $920.00 was from my checking account).
I called Monday and spoke with a customer service rep that was willing to help me even though none of my information was in the system. He was able to contact the credit processing department and was able to find the charges using my credit card #, there was none of my information on file only my credit card info. The customer service rep told me to call my bank with a number given to him to have the funds released.
I called my bank and the said Sprint had to call with the number to release the funds. I called back to Sprint and could not get through to a person. Tuesday I started calling again - I spoke with the credit department. She called the bank and released the fund. It was not till Thursday that the funds actually were released. I sent an e/m off to ** at Sprint (from the Sprint advertisement).
ATLANTA, GEORGIA -- Back in July (13th-20th) I received a call from customer service telling me that I was a premier customer and I could add a line to my account, during the time I was considering changing my plan to a family plan. The customer service went on about a port in promotion and I would receive a credit of monetary value on my account if I ported in my wife line. The next day I was contacted again by a Sprint rep, so I started the process to add my wife to my account under a family plan.
I inquired about an upgrade on my phone ** and the import promotion. I was told I could upgrade my phone and also I qualified for the import promotion. Days later I called back to confirm what was said after we added her line, and that's when things started changing about what was told to me. I spent hours on the phone talking to countless customer service reps and escalating managers. Finally it was settled that I would receive the port in promotion and an upgrade after September. (Please read all the notes.)
On October 18, 2011 I went into an authorize agent store and inquired about a phone and the representative in store stated that I wasn't eligible for an upgrade, and I responded to him “look at my notes.” The manager said this was an agent store and I would have to call customer service. I called customer service and then I was advised I was not authorized and there were no notes, I immediately ask to speak to a supervisor due to my past experience and the supervisor saw it was noted I could upgrade in Sept of 2011, but about my port in promotion it wasn't clear so he transferred me to the appropriate department. (Please read the notes.)
From here on out it was strictly management and I thought the matter would be resolved at this level. I mean I was promised something for my business and I was simply calling in for them to honor it, but I was dead wrong. A customer service rep/manager ** went back and forth with me even to the point of talking over me, telling me the policy and that it was my fault that I was misinformed. I was so shocked to receive this type of treatment from this level of staffing. I have had management experience in the cellular industry (AT&T, Cingular) and I have never treated a customer with a lack of respect and empathy.
I stated to Mr. ** that I only want what was promised to me nothing more nothing less and it was the representative fault if there was any blame. (Never the customer.) At this point ** transferred me to a Mr. ** (if that was their real names). ** repeated everything that ** said and that they are investigating the port in promotion. I was so out done at this point - not only I wasn't getting my promised upgrade but now instead of applying a credit to my account for the port in credit they now had to investigate it.
I went on to explain to Mr. ** that I have had Sprint over three years and have never had a problem disconnect or anything and I was preparing myself to cancel both lines and go where my business would be better appreciated and without a moment's hesitation he was going to begin the process. He didn't offer me insurance, a replacement phone, or even asked why I needed an upgrade; you know trying to help me. Only thing I have received was not based on our policy like robots with no human side.
I am so displeased with ** and how I was treated. I felt like trash worthless and didn't care to be discarded. I only wanted my phone which would have been a $99.00 HTC for a two year contract. Sprint service is Great but doesn't make up for your poor customer service. I pray you have recorded lines so you can listen to the conversations in July and today.
OVERLAND PARK, KANSAS -- Hi. I have been a Sprint wireless customer for 4 years and never had a problem until a few weeks ago. 3 months ago I was told by the Sprint corporate store in Nashville that 4G was all over Nashville and I could upgrade my 3G connection card to 4G since it was the same price. They stressed that 4G was all over Nashville so 3G was obsolete and no longer needed. I then disconnected my existing 3G card which I had for 2 years and started a new line with the 4G card.
About a month later when I got my bill, I noticed I was charged a $500 overage charge for my 250U 4G card for 1 month of service. When I called Sprint at least 10 times times, spending at least 6 hours on the phone, and being transferred at least 2 times on every call, and having to re-explain this whole story every time I called and every time I was transferred, I was told the $500 overage charge was valid by every person I spoke to.
Five times I went into 3 different Sprint corporate stores and was told that 4G is all over Nashville and especially Nashville downtown which is where I used the 4G card. Nowhere do they say that there is no 4G in downtown Nashville or anything about $500 overage charges since there is no 4G so it switches you to 3G. I have recorded these conversations with these Sprint store reps and you can listen to them yourself as proof.
I am outraged that Sprint is ripping me off. This is multi billion dollar company. They are lying to consumers. Who knows how many people they are ripping off? I just want to get out of my Sprint contract and get refunded the $500 overage for one month they charged me. I only had this card for 2 months now. If I would have known this I would never have signed up. Sprint tried to deceive me and stick me with a big fat bill. $500 for 1 month of service of their 4G wireless card is unbelievable, I am just flabbergasted by this company's billing practices.
I called Sprint at least 10 times trying to get this resolved, and the answer is always the charge is valid. Can you believe this? If I just help one helpless guy not get ripped off $500 for one month of service by this company this will be worth it. If this is how they treat their long time customers I am not surprised they are losing subscribers and are in danger of going out of business.
This whole campaign of customer service improvement is just window dressing. It's just business at usual, ripping off the customer is job number one at Sprint obviously. If you don't want to get billed $500 for 1 month of 4G wireless card 250u service, do not get Sprint. That is my advice to you.
I have proof. Listen to the conversations I had with 5 different Sprint retail store salesman in Nashville in 3 different Sprint corporate stores when I walked in. If you want to do business with Sprint, you better get it on tape. They tell you one thing to your face, and then when you get the bill it's a totally different story. Watch out when you deal with Sprint. 1 ripped off Sprint customer in Nashville TN.
LAS VEGAS, NEVADA -- I was with Sprint-Nextel for about 6 years and decided to move away from the Nextel to much more robust phone features (iPhone specifically). I co-signed a friend at the time in 2006 (my fault on the part of co-signing someone I thought I trusted). When I made the transition to switch to a new carrier for 1 phone, I paid all my termination fees and left the other phone to my friend where he would promise to pay the bills. He did pay for a portion of every month's bill but it eventually the portions that were not paid accumulated over the months.
Since some of the payments were getting, I was ready to eat the rest of the cost after the termination fees since the amount he was paying was over 80% and the months left would have left the cost of the remaining balance cheaper. I sure did think wrong.
When the time came to cancel when the contract was up, I called Sprint and explained the situation that I was co-signing for someone who was only making a portion of the payment and wanted to cancel. Again, I say that I was willing to eat the cost which was much less than the $200 early termination fee. The phone was canceled for the first time. Little did I know, that he was somehow able to reactivate the phone under my account.
I called Sprint again and spoke with a manager and told him that my account should have not got reactivated without my authority since it is under my name. The manager explained to me that he can activate it with my information. Mind that the first time I canceled, I gave them a new billing address where I would pay the final bill. He was able to not only activate the phone, but change the billing address to his own. So I cancelled the phone for a second time while changing the billing address with 2 SECURITY QUESTIONS and a PIN# (and there is no way of my so-called friend knowing these questions).
I expected a final bill within the month to take the pay the final cost. After a month of not receiving it, I called Sprint again to ask for the final bill. They told me that the phone was activated yet again. The security questions that I had on it became invalid because he was able to change that yet again. For the 3rd time, I canceled again. How was he able to change it??? The 3rd time still was a failure.
So for the 4th time I had to call to cancel yet again and finally spoke to someone who figured out something fishy was going on but said there is nothing they can do. I realized that I remember he knew someone very well that worked at Sprint but could not recall the name. The person was able to give him my security questions and pin# and call it in like no problem. So he was able to get it activated again with all the information.
After finally getting this account closed (I hope), the final bill was still never sent to me but straight to a debt collector. The final bill included 2 termination fees from the reactivation. $200 + $200 + all the activation fees and service fees. So now I am stuck with a huge payment putting a deep hole in my pocket in this down economy.