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Sprint PCS Cell Phones Consumer Reviews - Page 2

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Horrible Billing and CSR Practices
By -

I received a text message from Sprint July 19 that my acct limit was nearing the max of $200. Knowing that my June bill was paid in full $163.74 on July 7 (due date is July 14), this didn't make sense. I called in to find out that my July bill was $345.65! My usual monthly amt is $165-$170. BUT when I asked why it was so high - - I was told that only the amt posted and no bill yet. It took 3 days before someone at Sprint had "access" to my actual July bill. The large amt was due to excess minutes used. A good percentage of the extra charges were calls to and from my husband and I.

The problem? About a month ago I asked Sprint to add "mobile to mobile" to my account so my husband and I could talk w/out using minutes. AND, I checked my account online as I am part of their "paperless billing" that they push and under "Your Current Plan" is sprint PCS mobile to mobile.. along with the other add-ons I pay for i.e. web access, etc. It's still there but the CSR says that it is merely listed as an option to upgrade. Not sure how she can say that when the box RIGHT BELOW this one says "Upgrade your plan" and lists items I do NOT have and mobile to mobile is NOT listed there.

So when I ask for a manager the CSR tells me the usual "The manager is going to tell you what I told you - you don't have mobile to mobile". I get the manager and ask her if she is indeed going to tell me that..and she says "Yes". I almost laughed. At least she was honest. So then she says I never ordered mobile to mobile. I ask why it's listed under "Current items in my plan" and she says it is listed there but shouldn't be because I wasn't charged for it. Well.. that isn't my problem. I asked for it, it showed up with other items I DO have and this was the first bill I should have been charged. I seriously asked her if she was saying I was lying and she said "Yes Ma'am I am".

Now I believe that when I read it in other peoples' posts. So charge me the $ and make things right. But of course they don't and I have a bill that's double the usual. Oh and the CSR also offered me a $100 credit if I renewed for 2 years. I of course pointed out the "blackmail" ring that had to it. Also neither person offered to "fix" my account so that the mobile-to-mobile would at least be right from this point forward.

And last but not least - I called back today and got the same responses and again - no offer to fix it for future billing. Last but not least.. my account at this very moment still shows I have a $200 spending limit and that I am $55.26 away from exceeding it even though they say my bill is over $300.. Confused? So am I! So they will credit me $100 to stay with them another 2 years but they won't honor my billing request that they themselves show IN FULL COLOR I have as an add-on?? Ouch.

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Sprint: An Unfriendly, Unworkable Company
By -

AUSTIN, TEXAS -- If you are considering joining sprint, consider the below two scenarios that have happened to me as a loyal customer. 1st: A year ago, I received a notice on my phone that service would be cut off. Upon talking with a Sprint Representative, I learned that this was because I made a call one evening at *8:59 PM* (no, I am not exaggerating) that was roughly two hours long. Because it was 1 minute before my anytime minutes, all of that phone call was billed to my Anytime minutes.

Though I spoke with many different managers and supervisors, the bottom line for them was that I owed them $270.00 for that phone call. There was no willingness to put all but one minute of that phone call on my unlimited evening minutes. I wrote to many different people to voice my complaint and didn't even get a call back.

2nd: My purse was recently stolen. So was the cell phone inside of it. Sprint gave me the following options: Continue to pay the monthly premium until my plan expired (which only was prolonged because last December I changed the number of minutes in my plan and of course had to renew another one year contract), pay a $150.00 cancellation fee, renew another two year contract and get a $150.00 mail-in rebate, or pay the full price of another phone & keep that until next December.

They made no effort at all to understand my situation, and at one point in the phone call the manager I was speaking with asked me whether I would blame the cable company if my TV were stolen. To which I could only say that one can cancel cable service at any time and only be billed for maybe another month, but still, you can cancel that service.

3rd: With no rollover minutes, I've been in many situations where for 8 months of the year I don't even use half of my minutes, and then 2 months of the year I go over them, leading to astronomical phone bills. If I pay for all of those minutes each month, shouldn't I be able to keep them for when I talk more?? Only makes sense. And, it only seems to come from a progressive company that respects its customers. I would never recommend sprint, and have had a number of negative experiences with the company, leading me to think they are entirely unsympathetic and unfriendly. This is why I will pay the cancellation fee and join a company with much better customer service.

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Data Charges.........Never used data!!!
By -

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!!!

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Phone bill -- $784.22
By -

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?

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Total Rip Off
By -

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.

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Customer Service
By -

I was a sprint PCS customer for 6+ years. I disconnected my cell phones (I had two on my plan) on Feb. 11th 2007. My account balance as of the day of disconnection (Feb 12th 2007) was $ 103.60. I disconnected the cell phones before a new billing cycle began, (which started on the fourteenth of every month). Approximately the month of September 06 I added unlimited text messaging to both phones, for some reason they only put it onto the main line and I found out in January that I had been charged over 300 dollars in text messaging. I had to fight with billing over the phone to get this resolved and did not get it all taken care of.

I got tired of dealing with issues like this and asked when my plans were up and was told that they were up on 2/15/07 so I decided to disconnect both phones. Upon disconnecting both lines I was then informed that my contract for the second line ** was not up. I printed a statement that stated that my contract was indeed up (which I do have for verification) and after fighting about this issue with 6 customer service people on the phone and in the store, was told that the disconnection fee of $ 150.00 for the second line was waived and I would receive a final bill in the mail within 5-8 business days.

I never received a final bill, however two months later I did receive a collection notice dated for 4/23/07 from a company called RPM in Bothell WA. in the amount of $ 302.00. I turned in two phones to the store on 2/21/07 and was given $40 dollars in bill credit for the return of the equipment. My bill at this point should be $63.00. Even if you add the cancellation charge my bill comes to $ 213.00. I will not pay an extra 89 dollars (for what I don't know) much less a disconnection fee I was told was waived due to the misinformation and hassle I have had to deal with. I will never in my life choose Sprint for my wireless carrier again.

Every time I speak to a different person I get a different story. I should not have to pay a $302.00 bill for only owing $63.80 more in services that I used. Especially after paying more than $3000 in cell phone bills and dealing with constant billing problems and horrible customer service for 6 years. I will be contacting the collection company on Monday, April 30th disputing all but $63.80 of the bill I owe (which I will pay upon calling them) and sending them copies of both my credit print outs for the equipment return and my statement showing my contract was indeed up according to the Sprint website. It would be really nice if after all of these years being a sprint customer someone will do something right about my situation.

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Contract Renewal I did not request- and rude, hostile customer service
By -

I had a similar experience to another reviewer who wrote "The representative looks at my account and informs me I had called in March inquiring about a “5% discount offer” and had agreed to an additional two-year contract in exchange for this discount. I told the representative that this was completely false." Later, the reviewer also said that customer service rep accused the reviewer of lying.

I have had Sprint for many years. My most recent 2-year contract with them ended this month, and I did call two weeks ago to ask exactly when the contract ended, so I could consider my options. I knew that I could continue from month to month now without a contract. However, I just received a notice in the mail from Sprint thanking me for renewing my contract, which I did NOT do. I called customer service, and the rep. told me that they had a record that I had called, and been told about the 5% discount to renew my service, and I had requested them to renew. I said that wasn't true. Rep did agree to cancel the contract renewal, and the 5% discount, which was fine.

However, I said I had a complaint that the contract had been renewed without my request or permission. She kept saying: what's wrong, we've solved your problem, but I felt that Sprint should know that this kind of mistaken or fraudulent renewal was going on, and it was only lucky that I carefully read the Sprint letter, which I might have discarded as an ad.

I asked to speak to a supervisor. A supervisor came on the line, and he was more rude, hostile and aggressive than the first rep. He also kept saying 'what was the problem, because they had canceled the renewal.' He also said that he had been in customer service for many years, and there were 3 stories: the customer's, the company's and the real story, and suggested several times that I might be lying about renewing the contract. He said I probably just renewed the contract, and then changed my mind, and so now I was making up this story.

I was really amazed and offended that a supervisor, who I would think would try to be conciliatory, and perhaps just say there was a misunderstanding, would choose to accuse me of lying. I tried to put my complaint in an e-mail, using the sprint.com website, but twice, after I had typed my comment and tried to proceed to the next step, my computer screen listed "site not found." So I don't know how to complain in writing to higher-ups at Sprint. However, I'm afraid that they know about these fraudulent practices and the rude, hostile customer service people, and approve these actions. No wonder Sprint is losing business, and laying off thousands of people.

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Albuquerque Manual Blvd Customer No-service
By -

ALBUQUERQUE, NEW MEXICO -- I bought two Fusic cell phones for Christmas presents for my children. One was great, no issues. The other had a plastic cover over the memory that would not stay fastened. I took the bad phone, purchased through the Sprint Web site a week earlier and activated for a whole day, back to the Sprint store at 6213 Menaul Blvd in Albuquerque, NM. There I was told the cover issue was a "known defect" with these phones. I asked where a potential buyer of these phones was made aware of "known defects" before they purchased one, and of course was met with a blank stare. I just wanted to exchange the phone for one that worked out of the box, if it broke 31 days later, so be it.

I was told by **, a Senior Retail Consultant, that they would not exchange the phone because of this "known defect" issue. I left the store feeling I had been talking to a bunch of morons. I knew I had a 30 day return period I could fall back on if required. The story has a Great Customer service ending as a result of working with professionals at the Sprint store located at 6271 Riverside Plaza NW in Albuquerque, NM. When I got home from the Menaul store I called the Riverside Sprint store to see if I would get the same song and dance. When I spoke to **, I was told she was not aware of problems with the Fusic.

When I told her my problem she asked if I would mind waiting while she asked her manager, **, if there was any reason I would not be able to exchange the phone. She came back with the only answer that made sense given the 30 day written exchange policy; of course they would exchange it! The next day I went to the store and as soon as I walked in was struck with a store "personality" that was a diametric contradiction to the Menaul store. Here the employees were smiling and interacting with the customers, and with each other. I got the feeling they enjoyed working there, and that made me feel good about being there. Anyway, I was met by ** and received nothing but great service.

I was disappointed to learn ** was off that day, as I wanted to personally congratulate him on the professionalism of his employees. I HIGHLY recommend this store to anyone looking for a Sprint cell phone. I can't speak for the quality of the Fusic, both of my children's are doing great now. Bottom line is there may or may not be an issue with the Fusic, but there is one hell of an issue with the Sprint store on Menaul! The cell phone business is too competitive to have such crappy in-store customer service!

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Stupid mistake, or done on purpose?
By -

SYCAMORE, OHIO -- I was told on 3 separate occasions prior to opening my account that my service address (which I did not move to until after the no-penalty cancellation period was over) was in the Sprint PCS network. In addition to this, I signed up for a plan that included unlimited roaming, but I was billed $0.50/minute after I hit 100 minutes in a billing cycle (which forced me to purchase additional roaming minutes or be faced with huge phone bills). At first, the service was great (my old address was in network), but when I moved, I found that not only was my address not in the network, but the closest place to my new home that I could find that was actually in the network was a 13 miles away.

When bringing up these problems with Sprint, they seemed to be confused. Customer service would punch in my address and tell me that the computer would say that I was in the network. Finally, (after several months) one customer service representative said “Wait, let me put the 16 in there.” and suddenly, I was out of the network. Apparently, they weren't entering my entire street address. Considering the number of township highways/roads and county highways/roads that could be in a single zip code, this seemed to be a "stupid" mistake for a single person to make.

But when a bunch of people make the same mistake, it makes me wonder if something more is going on. After fighting with this problem for about a year, I cancelled it. And, of course, they are trying to charge me $150. Now tell me, why should I be penalized for Sprint's numerous mistakes/misrepresentations/lies? I, like anyone else in their right mind, would not have opened this account if Sprint had been truthful and told me that my address was not in the network. BTW.. I was told that I was being charged for the roaming because my assigned phone number "wasn't in the network". My phone number (and zip code, when entered alone) showed up as being in an entirely different county (not even bordering mine).

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I Emailed The BBB On A Sunday At 5pm And Got A Call At 9am The Next Morning
By -

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.

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Sprint PCS Cell Phones Rating:
Star Star Empty star Empty star Empty star
1.8 out of 5, based on 5 ratings and
50 reviews & complaints.
Contact Information:
Sprint PCS
6200 Sprint Pkwy.
Overland Park, KS 66251
877-222-5006 (ph)
www.sprintpcs.com
investorrelation.sprintcom@mail.sprint.com
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