Since May of 2014 I have been having the worst service with Sprint. Dropped calls and not receiving text messages. They acknowledged the problem and said one of the towers wasn't working and they will fix it within a week or so. It wasn't fixed. I called back.
They said they will send an Airwave to help with my service when home. A month later, never got it. Called again, they promised the same thing. Never got it. I kept having dropped calls and many more issues, but never received the Airwave. I spent lots of times talking to them, some of their representatives were quite rude, and at times after speaking to them on the phone for over 30 minutes, I would lose signal, and no one would call back. I lost my patience after a few months, and asked them to cancel, and they refuse.
They tell me they "know how I feel", but they refuse to cancel my service without paying a cancellation fee, and having to buy a new phone with a new company, and had been paying $100 a month to Sprint for unreliable services that had actually made me cry a few times and frustrates me on a daily basis??? How is this okay? P.S. I took pictures of all dropped calls, printed off all phone calls to Sprint and the two times I chatted with them. I think I will contact an attorney.
COLORADO SPRINGS, COLORADO -- So I stopped receiving signal on my trusty sprint phone (more or less because it is an outdated piece of junk). So I remembered last time I was in Radio Shack they stated I would be eligible for my upgrade for a new phone in July. So the phone stops working toward the end of April and I'm left paying a bill for service I cannot receive. So I go into the sprint store thinking that I can get set up with a new phone. Wrong. They charge 250.00 for the brand new phone I want and I'm only eligible for 75 dollars off. But in 2 or so months id be eligible for 150 dollars off.
I wanted them to waive the two month waiting period considering customer service and common sense would lead me to believe it wouldn't be a big deal. WRONG!! Their rep at the store (she was nice enough and very helpful) informed me she had her hands tied. So I have to call this customer service phone # from the crappy sprint phone attached to the counter by an annoying retractable cord. The first guy I spoke to was very slow at speech and acted like he was able to help me. He then said I was already eligible for the promotion and acted shocked that the store representative told me differently.
He proceeded to ask me the mailing address so he could send me my new phone. I declined being that they already had the phone I wanted at the sprint store. I asked the sales rep if he worked off of commission (being a sales person simply out of respect I would let him mail me the phone if he got a credit). He answered no simply (lie!) and when I then asked "can I get the sprint store rep so you can convey I'm already eligible for the $150 upgrade offer rather than the $75 offer?", he answered "Yes, I can do that for you," in a shaky tone.
I went to go find the Sprint store rep who had disappeared into the back. I then had to wait several minutes for one of the other reps to page and id have to wait for her to come back. While waiting I went back to the phone only to discover he had hung up. I was pretty much livid at this point. So I dialed again and the girl I reached basically said that she was unable to waive the 2 month waiting period but she would see what she could do to get me into a new phone. I immediately tired of having to tell my story over and over again politely made it clear I was going to cancel my service and get a better deal through a different phone company.
Rather than telling me I was a valued customer she immediately got an attitude with me and said "sir I was going to see what I could do you but... YEAH Id be more than happy to transfer you to cancellations". I stopped her not wanting to have to go through this whole painful story again and said "You didn't give me that impression" To which she replied "I was going to help you but you want to disconnect".
I then wanting to get it done and over with told her to mail me the phone. "I need to charge your credit card $200.84 for the price of the phone and I will credit $75 back to your account". I simply accepted the charges and disconnected the call. It's been a day and I saw the charge for the phone online, however I have yet to see the $100 that was to be credited. Shame on you sprint for not enforcing policies that prevent me from being crapped on by their overworked and probably underpaid employees.
TEXAS -- For several years, I have had a sprint cell phone. Though half my calls end up disconnecting on me due to 'signal failed', I kept the service because Sprint customer service reps kept promising me that a new antenna was 'imminent' in my area.. been waiting two years for that 'imminent antenna'. Anyway, 3 months ago my son learned he needed to move from Dallas to Lubbock, so I added a phone for him to my account. The plan was for $60 a month.. Seemed straight forward.. cut and dried.. Would just cost me an extra 60 bucks a month.. Then the nightmare began.. The first bill came. It was over $700!!!
They said all kinds of charges were tacked on.. none of them related to 'exceeding the number of minutes allowed'.. but a lot of it having to do with a slew of calls to and from California. We don't even know anyone in California!! My son used to sale cell phones. Fortunately he went through numerous customer service reps, spent literally 10 to 15 hours tracking through hundreds of charges line by line and finally got the bill down to a more reasonable rate.. still way more than we'd agreed to on the $60 plan but he was just worn down.
Sprint promised that they'd take care of the billing problems and the next bill would reflect the $60 a month plan that we'd signed up for.. Wrong. The next bill was nearly $1,000!!! Again, numerous calls to California and places we knew no one. It was bizarre.. Plus, on the $60 a month plan.. why were they charging me for a lot of this stuff anyway? Again, dozens of hours were spent tracking through the mess line by line and promises were made to fix the billing. My son thinks his phone information has been cloned (form of ID theft) and this is contributing to the problem. Sprint says this never happens. My son says sure it does all the time.
Then, the latest bill came out. You guessed it.. over a $1,000 this time. So, once again my son has started to fight with customer service reps. We've had it. We're ready to just kill the service to both phones now.. But they want to charge a $250 disconnect fee to terminate each phone. Plus, they don't want to talk to my son anymore because he 'raised his voice at them' and lest I forget.. They say we owe them the +$1,000. So much for my $60 a month plan. In every instance, we've encountered customer service reps who claimed their hands were tied. The bill was correct. We owed the money even though our plan was for $60 a month.
Then got passed to the next rep to hear it again or get a few dollars shaved off and then passed to the next rep. I don't want to take the ding on my credit, but am at a point where their indifference and unwillingness to honor my $60 a month agreement.. is wearing me down. Their service is and has been crappy to begin with. I suspect these weird bills have something to do with my son's original phone activation occurring in Dallas Texas and his residency now being in Lubbuck.. every call he makes is perceived to be 'out of region'.. or visiting rather than home. All I know is this.. If I can save one family from this hell, my work here is done.
NEAR SEBASTOPOL, CALIFORNIA -- Maybe it's appropriate I'm writing this on Halloween eve as my experience with Sprint has been nightmarish. It began three years ago in St. Joseph, MO when Sprint ran an ad in the local newspaper offering a phone with 1400 anytime minutes for about $40. I stopped by the local Sprint PCS store, signed a 2 yr. contract, and walked out with my shiny new "free" phone. As I signed, I was told that unless the phone was used within county boundaries, roaming charges would apply (the so-called "Alamo" plan). No problem - I seldom traveled outside the county.
In April 2006, I traveled to Oregon & California to visit relatives and ran up a large roaming expense and paid it without complaint. In May 2006, I decided to relocate to the Portland, OR area and in June stopped by the Sprint store in Oregon, OR, a Portland suburb. I asked to change my plan and was handed a new two year contract to sign. Reluctantly, I did, and now had 1000 anytime minutes (400 less than the old plan) with no roaming for about $65 a month. I was having problems with the phone keeping a charge and asked if a new free phone was available and was told the only ones they had would cost me starting at around $35.
I declined and asked about buying a replacement battery for the Samsung unit and was told they cost $60 (available now after market for $1 plus shipping). I declined that offer too and left with my new 2-yr. contract and old phone still with a MO area code. A month later a job offer took me to California and until the construction project ended last November. I kept my phone religiously on the charger and managed to get by OK. Afterwards, I relocated to Green Valley Road in rural Sonoma County 60 miles north of San Francisco and discovered to my dismay that cell phone reception was nil. No cell phone companies have towers nearby.
I stopped by the local Sprint store in Cotati, CA for help and was nearly chased to my car by the sales rep urging me to sign a new 2 yr. contract without resolving the problem. I was also told the same $60 replacement battery story except they would have to order one. My residence is in a valley topped by 600 ft. hills and it was impossible to call out or receive calls. I could get minimal reception by climbing atop one of the 600 ft. hills and dubbed one tree up there "the cell phone tree" as it was the only spot near my home I could usually call out. (I'm 56 yrs. old and climbing the steep hill takes nearly 30 mins.requiring a major physical effort.)
I could also drive 12 miles into Sebastopol and make calls there, which I sometimes did. After missing too many important calls (which negatively impacted my livelihood) and using only about 10% of my monthly minutes, I decided enough was enough. I would terminate my Sprint account and get an AT&T landline.
On October 8, 2007 I tried to contact via internet (Hughes Satellite) the Sprint customer service site but gave up after several attempts and receiving a "technical problems" message at the Sprint website. The following day, a neighbor was kind enough to let me borrow his landline phone and I got through to customer service.
The C/S rep first suggested I change to a reduced minutes plan, then suggested I might SELL my account to someone else. (WHAT, am I supposed to be a salesman for Sprint!?) She also suggested Sprint maps showed I should have reception and I asked her to call me right then to verify my non-reception (I had my cell phone with me). She said she couldn't.
I told her I disagreed being charged an early termination fee but needed to terminate my service immediately as I had ordered an AT&T landline. She said she would have to transfer me to finalize my request and suddenly I got disconnected. I had waited nearly an hour going through all of the phone prompts, music on hold, and didn't want to abuse my neighbor's courtesy. I typed an urgent request letter that afternoon and mailed it by certified mail the next day. A Sprint employee, **, signed for it on Oct. 15th.
Two weeks have passed without a response. A new Sprint bill arrives in the mail yesterday, so here we go again. I finally have a landline phone and called customer service today. I first get an outsourced call center and speak to someone with an Indian accent. He transfers me to another location and I talk to **, a cust. service rep. I hurriedly go through the details, give my last four social security digits, and ** says she will take care of my request. Success at last? NO... ** says I will still owe a $150 early termination fee plus another month's service bill which will be at the end of the next billing cycle ending Nov. 21st, I believe.
She said she could not terminate my service immediately as I requested because the billing system would not process the service termination request until the end of the monthly billing cycle. Neat huh? So, I'm going to be charged for TWO months of NO service ($130) and get a farewell gift charge from Sprint for another $150! By this time I was highly upset and asked to speak to her supervisor. She said OK, but the facts will remain the same. At this point I no longer cared about anything except getting this ordeal over with. She said I could fax her my electric utility bill and she would review it with her supervisor. (I did fax it, but what difference will that make?)
These are the true facts to the best of my knowledge and I'm prepared to testify to their veracity under oath in a court of law, if required. In my 56 years, I've never dealt with a company like Sprint and honestly hope I never will again. My blood pressure must be off the scale today and I feel physically ill. Living in the boonies does have one advantage - no trick or treaters tonight, unless Sprint again ignores my service termination request. I feel like I've got a leech attached to my wallet.
PHOENIX, ARIZONA -- I have been a Sprint PCS customer for over 5 years. I have finally had it. In the past, they have made grave errors in billing, (for instance: creating a second account where the payments would post but no service was going so it would look like I was late on my bill.) If I were to list all of the negative about the accounts I would crash this server. However, recent events have made me consider legal action. Recently, my fiance (a black man) went into a Sprint store for a replacement phone (a plan we have paid for monthly and needed to use because of Sprint's unreliable phones) and was told that he would have to go to another store since there was no technician to help him there.
Mind you- this was actually the 2nd store we had been to because the first one told us the same thing and directed us to this second location. On the way to this second store, he had experienced a problem with his car. Not an issue normally- he could just call someone to help him on his cell phone. But since Sprint wanted to play games with the "service" they were supposed to be providing- he had no cell phone. To further the issue, he is an amputee who has recently had a surgery so he is using a wheelchair to get around. When he finally made it to the store and got this news, he wasn't happy. His focus, however, was to call someone to come and help him with his car.
He asked if he could use a phone and was told "no". MY CELL PHONE COMPANY WOULDN'T LET HIM USE THE PHONE. A PHONE WE WOULD HAVE HAD IF THEY HADN'T ** UP IN THE FIRST PLACE!!! Then, under her breath, the woman with the title "manager" on her nametag uttered **. This happened on July 13th in Phoenix, AZ. The temperature was approx 120. He was forced to wheel across the street to a gym to use the phone.
What is ironic about this new low to Sprint service is that I had already contacted the Better Business Bureau about yet another billing error that was their fault. They were USELESS and then told me they would follow up on this latest complaint and get back to me. Of course, that never happened. As usual. The name of the person I spoke to (in regards to the Better Business Bureau complaint) was **. His phone number is **. Now, anytime I would call, he would mysteriously be "busy". However, if I said I would wait for someone else in his department I would shockingly get to speak to him.
I told him that at this point I just wanted my service turned off- without fee. Of course he refused (another stellar Sprint employee). When I asked to speak with his supervisor, I was told "he speaks for the president of Sprint PCS". My new mission is to spread the word. I will make this the longest, most time consuming battle of all time. I encourage ANY OF YOU to call him directly and often. And please, tell him I sent you. I am trying to earn my "golden ticket"- you know. The letter Sprint sends to its customers who "complain too much". Thanks for your time!!
PORTLAND, OREGON -- In December of 2004 I purchased two phones and signed a contract with Sprint. In late 2006, I went to a Sprint store with a broken phone, and to ask when my contract would be up, because Sprint service did not work in the building to which my group at work had recently moved. The salesperson explained that it was just due to my phone being old, and that a new phone with new software would work just fine. I was dubious, but agreed to try another phone under two conditions:
1) I would be able to return the phone if it did not work (YES - as long as I did so within 30 days), and -
2). If I returned the phone, any contract change would also be backed out, returning me to the original contract period to which I had consented (YES).
Well, the phone didn't work, and after some research, I learned that because of some of the development work done at our site, the only providers that did work in that building were ones who the company had asked to place infrastructure on-campus. Two providers do work; neither of which are Sprint.
So I took the phone back, and then spent hours with a rep who didn't want to revert my contract back, who tried to sell me yet another phone, who didn't want to get a refurbished phone to replace my broken one (despite me paying for that insurance coverage). She called into their main office, and after much hassle with her computer, she did revert everything back. I specifically asked if that meant that as of 12/16/2006, I would be on month-to-month service, and she said yes. So - I've been telecommuting much of the time for the past six months, and telling my son's school to not try my cellphone, just my desk, on the rare days I'm at work.
I now need to be heading back to the office and will be at my desk less frequently. I called Sprint today to see what the process would be for cancelling one phone off the service while leaving the other one on. (We've not been dissatisfied with Sprint generally - well, not 'til now.) First rep - no help at all. He kept asking for my zip code, because he wanted to prove to me (from wherever he is, thousands of miles away) that my cellphone truly does work in my building.
So he escalated the call to a gentleman named **, who proceeded to claim that I had accepted a contract change, and was stuck with it, no matter what. No escalation elsewhere, no actual offer to resolve the situation, other than to state that he'd be willing to reduce the contract rate to get me to stay with Sprint, and then I could get a second cellphone to have one that works in the building in which I'll be working full-time starting in two weeks.
Under no circumstances whatsoever would my early termination fee be waived, because under no circumstances whatsoever was he willing to understand that SPRINT PERSONNEL HAD LIED - that I had not spent the time and effort to do all of this just to have the contract put back in place for two more years. The whole point was to switch plans, switch companies, and get a phone that works. Instead, I'm stuck with this lump that doesn't work in the building where I do, and with a company that has lost my business forever. (Changing our home long distance off Sprint, too.)
I have been a Sprint customer for 10+yrs and have never had a problem until recently. I added 2 lines to my existing account in Dec. of 2008. 2 weeks before Xmas to be exact. Upgraded to everything family messaging. One a gift for my son. Phone was in the box in my dresser drawer not being used. Happened to get online to check my account & noticed that phone # was being charged data charges. Called Sprint explained situation to them basically told me I was lying but eventually removed charges. In May of 2009 I reduced my minutes from 3000 to 1500 shared.
Got my bill for last month & I am being charged $50.00 in data for the 3 phones. I was stunned!!! Went on line to check this upcoming bill & again am being charged for data. Called customer service was told they are showing that I have used Vision data and that they have proof of this. I asked how could this be when I have done nothing different with my phone in regards to sending or receiving pics. have never accessed the internet because I do not have that for my plan.
Basically called me a liar & told me there was nothing he could do, asked to talk to a supervisor. Was put on hold for 25 minutes or longer. Supervisor basically said the same to me. I explained to him that I have been a loyal customer for 10+yrs & if I had made these data charges I would gladly pay for them as I did a few years ago but since I did not I feel that I shouldn't have to pay for them. Said there was nothing he could do for me that I had to go to a Sprint store & have them run a diagnostic test on phones & if it comes back that phones are at fault not us then store has to call them & the will credit my account.
I then said it seems awful strange & fishy to me that as soon as I lowered my minutes so I could lower my payment that all of a sudden I am being charged for data usage to bring it right back up to the same payment amount as I HAD WITH 3000 min. Oh & the data charges for this month has gone up $3.50 overnight while we were sleeping but they have proof that we are using vision data. If this problem doesn't get resolved, as soon as my contract is up I will go with another carrier.
Also buyer beware if the salesman tells you if you go with the everything messaging plan & you can send & receive pic mail don't believe him you can but only certain pics. Can't send them unless you save them into media then send. If you don't you get charged!!! So if you're thinking about going with Sprint DON'T!!!
SOUTHERN PINES, NORTH CAROLINA -- Leaving for two weeks in Costa Rica, I was told my current cell would not work outside the US. I then rented an International cell phone. Instead of just one, they sent two by Fedex and came from a vendor in Canada. I activated one and put the second in a closet at home. When my July bill came, I found I was charged for 32 minutes for a Canadian call and 32 minutes for a Japan call. I disputed these calls and asked for a detailed bill showing my sole calls to Nebraska. I asked three times for a new bill. I received two unchanged bills and since I had Sprint on automatic pay at my bank, they were paid.
My next two bills were normal and then in December I received a bill for over $600. They claimed my phone was lost and not insured. I had not returned the phones as I had not seen any evidence of my renting the phones and I was afraid of letting them out of my possession. I was NOT using them. Since I had return labels to send them back to the original vendor and mailing envelopes, I took them to the DHL store and they were shipped back and received.
My next bill was over $700 and again it was many phone calls to their reps and I was always assured that the billing would be corrected. I finally in desperation went to their kiosk at the Southpost at the commissary at Fort Bragg, NC. Their representative spent 1 1/2 hours on the phone with Sprint, was transferred 12 times to different reps and in the end, nothing was accomplished. She was told nothing could be done. Today I received a Collection Agency Alert. I am planning to file with the Attorney General of NC. I was diagnosed with lung cancer on Dec.18 and have been undergoing tests and decisions for radiation treatment and I don't need this stress. Do I need to hire an attorney and file a harassment suit?
OKLAHOMA CITY, OKLAHOMA -- I have been a Sprint Customer for over 10 years and decided to add 2 additional lines for a family plan of 89.99 + 9.99. When I received the new phones you had to dial a 1+# to get the person (other words long distance for anyone calling these two numbers). I was on the phone for 2 hours talking to lady in the Philippines who could not speak English well enough to understand the English Language. She couldn't even find the county that I lived in on the map. Finally I thought everything was taken care of until I call the new telephone number for one line and strange people would answer the phone. Come to find out that the phone line was already assigned to a Hospice business.
Again I call Sprint and explained the situation. Thought that was it. Finally I can relax and we could enjoy the free sprint to sprint. That did not last long because I received my first bill November 5 in the mail and almost fell in the floor. I saw a $334 "disconnect imminent". What the heck! So back on the phone and was transferred from one office to another on hold over 30 minutes just to hear the guy on the other end say, "We could put you on a payment plan. I told him that I did not ask for a payment plan, I need an explanation to the charges on my bill.
$60 for the two phones which were free. Prorate charges for partial month from Oct. 1st to Oct 31 for $77.00. Monthly charge in advance for $89.99. Activation fees of $52.00 for both phones. $39.99 for my old phone and it seems to go on and on and on. I forgot to mention the tax. I told the man that I did not have any intentions on paying for such outrages charges for trying to get a simple family plan for 89.99 a month. I am totally done with Sprint and their incompetent customer service reps. Too many hidden cost and lack of communication.
For some reason sprint was not taking my payment out of my bank account. I did not notice until my service was disconnected for non payment. I called them and the representative said my service could not be restored unless I pay the early termination fee right then, and then a deposit of 50 dollars. She assured me I would get the 200 early termination fee refunded within six weeks. I agreed and my new account was started. Oh yeah, did I mention that I was on the phone for a total of 5 hours with 4 different people because every time I was transferred to a new department, they would hang up on me!
I would call back and have to explain my situation all over again the next Indian that answered. Anyway, 8 weeks came and went with no refund, so I called them and spent another hour on the phone only to be told that I was never told that and it was impossible to return my money and they didn't know why the representative told me that because it was not in the account notes.
I asked if it was on the recording of the calls and they said there was no way for them to access specific conversations with the way there system was set up. I was so frustrated that I emailed the BBB on a Sunday night and by 9 am the next morning a supervisor called and said she reviewed my account and would be sending me a refund within 10 days. I recommend threatening them with the BBB if all else fails. My refund arrived 10 days later.