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Unethical operating procedures
Posted by Aharr42 on 02/02/2004
GLENDALE, ARIZONA -- ladies and Gentlemen,

At exactly 12:48am February 2nd 2004 I received a text message from sprint which caused my sprintpcs phone to ring. The message stated my service had been shut off. I had been asleep and needed to be awake in a few hours.
I called sprint to complain about the issue at hand. I advised the rep. that I had received a text message from their company long after business hours were over and gave the exact time it was delivered. I spoke to a male who through an investigation of my account came to the conclusion that my service was stopped due to an internal error upon their behalf.
I advised again of the inappropriate time in which I had received the Text message. He said there is nothing that can be done about this. He stated it is standard operating procedure to deliver text messages to all consumers at approxamently 1am due to service interruption.

I am going to pursue this matter with as much force as possible. Through my professional training and skilled operation of business standards and ethics, I know for a fact that this contact after business hours is in fact not a standard operating procedure. I have taken this as an offence, and will be purged legally to treat this matter with such respect.

Thank you,

Adam J. Harris

     
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Posted by vinaccardi on 2004-02-03:
I as well feel the need to pursue this matter legally. With all respect to the fact this an unethical practice on the part of spring.

Vin
Posted by Subee41 on 2004-02-03:
Thanks for sharing this. I guess I am glad I don't have SprintPCS. I was considering switching to them when my contract with Verizon expired...but since I have NEVER (and I repeat), NEVER experienced this type of rude behavior, I think I will stick with Verizon. And I will let all I know that Sprint has no respect for their customers at all.

I also know what they have done is illegal. So, Adam I suggest you go to the Secretary of State's web site and file a complaint. If you follow the links, you will find the place you need to go. I also suggest you call your State Representatives and Senator and let them know about it as well. I can help you find who they are and their phone numbers if needed.
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Misleading Service
Posted by on //00
CINCINNATI, OHIO -- Recently I had enrolled in a new Sprint PCS plan and received my new mobile phone. Upon reading the instructions for the phone I discovered I could track my minutes used by using one of the functions in the phone itself. So after I received my first bill, I was expecting to be right on the money with my minutes usages since I tracked them closely on my phone. Well come to find out my bill was about 400 minutes over what I had tracked! When I talked to Sprint (after waiting on hold for 30 minutes) they told me not to use the feature on the phone that tracks minutes, because it does not round to the minute like Sprint's billing policy does. They told me to use the website to track my minutes. So the next month I used the website, and this time my bill was wrong by about 60-70 minutes. So again I called them, and this time they told me not to use the website, but I should use their 1-800 number to track my minutes, that is the most up to date.

So after 3 months of misleading billing tactics and milking me for every extra dime they could, I finally realized that they are in the stone ages of technology and have to rely on a 1-800 number to give users usage summaries that should be standard on any phone! I would look into using another service if you can, and explore the validity of their claims before buying.
     
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Posted by Anonymous on --:
I called their toll free number today and a recording says "If you are calling to obtain usage information..." go to the website because our customer service reps are no longing providing that information. Well, I know what year it is, but not everybody has fingertip access to the web. Why don't they just clean up tier act and provide accurate minute usage on the cell phone itself???
Posted by david.hansell on 2001-06-13:
WOW! That was actually the opposite of what a rep told me. They told me to use the phone, not the website. I similarly got screwed. Check out HORRIBLE Customer Service under Sprint PCS complaints. Good luck!
Posted by Anonymous on 2001-12-13:
Sprint is garbage.
Posted by Anonymous on 2007-12-04:
Yeah, I agree with Anonymous. Sprint is indeed garbage!
Posted by DumpSprintNow on 2013-12-06:
Intersting that on Sprint network, they always archive comments to keep others from adding their own negative feedback. Check your fine print in their contracts. If you cancel, a day after the new month starts, they make you pay an extra months service costs. What a bunch of cheats, as they always have been :-(
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Internet service
Posted by Tstevensville on 09/25/2009
I have been with Sprint for 5 years I recently purchased wireless internet with them. The next month I checked my bill and it was $900 when I called them to see what had happened they just told me I went over my usage. I asked what they meant by usage and how am I going to know what usage I am using when on the internet. I told them that we have the same internet at work and one of the girls I work with also has it and they don't pay $700 a month for internet. They informed me that as of July of 08 they restricted usage to a certain amount per billing cycle. I explained that when I called and ordered it the lady mentioned some kind of number and kb's, mb's etc. but this made no sense to me and I thought I was just getting what we have at work. I have called them at least 3 times and talked to a tech he told me downloading movies and games will do that but we don't download movies or games. I was over the usage limit within a week of the next billing cycle. The one time I talked to a tech she put me on hold and never came back. This is ridiculous. Who would voluntarily pay that much a month for internet and who wants to have to keep track of all you kb's and mb's or (whatever these are) when on the internet. I am very disappointed in them and what makes it worse is I have been a cell customer for 5 years and this is how they thank me?
     
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Theft by Billing
Posted by Madatsprint on 06/13/2007
LEXINGTON, KENTUCKY -- I am posting the content of my online complaint to Sprint PCS because I assured them that I would tell as many people as I could to stay away from them. Thanks for helping me keep my promise. See below:
__________

I am writing to let you know how incompetent your customer service is, and how they wasted 3 hours of my day after work on June 12th, resolving an issue that your own company caused.

On June 12th, I checked my latest bill for the period Apr 19 - May 18.

I was shocked to see that I had been billed for $103.33, although I had recently switched to a $40 plan.

A few weeks ago, I upgraded my phone at a local Sprint store. The only other thing I switched was to a lower plan. The bulk of my bill (Page 5 of 9) was from a 'Power Vision Ultimate Pack' which I had never heard of, nor asked for.

I called *2 and had to speak with a representative that only knew passable English. I am a non-native English speaker, and even I had trouble having her go to Page 5 of 9 of my bill. I could at no point convey that I had never opted for this data service, and had to give up in
frustration.

I then called back, and had to speak to a man who must have been in a train station due to all the background noise. I almost had to shout during the entire call. He basically said there was nothing he could do about the charges, but that I would be taken off the data plan. That is unacceptable because I required a reimbursement for a service I HAD NEVER ASKED FOR. He informed me that because I had bought an Ev-Do capable phone, I had got this plan. He might as well have called me a liar. Go ahead and check to see if I have ever used your data service for the time I was billed. He then said that I could resolve this billing issue at a Sprint store. This turned out to be a lie.

I therefore had to leave home and go to the Sprint store and of course, the said that they don't deal with billing issues so they put me on-hold with customer service, which I had no previous luck with, anyway.

What sort of company builds a retail location where a customer cannot resolve billing issues? I hung up after 10 minutes and luckily I spoke to the representative who had sold me the phone. He agreed that he had never sold me a data package for this phone, but could not help me otherwise. HE SHOWED ME HIS COMPUTER RECORD OF MY EARLIER VISIT which proves that I did not
request this plan.

So now, we have a Sprint employee who agrees that I had not asked for this package, but then your company sees it fit to bill me and refuse reimbursement? That is called THEFT, and is enough grounds to take you to small-claims court. The only reason I am not is because the store employees recognized the ineptitude of your customer service, and managed to effect a service credit, which I will await before taking further action. I am now exploring legal recourse to terminate my current contract.

Since your phone calls are supposedly monitored, I challenge you to verify anything I have stated. In the mean time, I am going to make every effort to ensure that no-one I know considers Sprint for their cellular service. I intend to share my experience with any and all forums that I can post to. I have been a Sprint customer for several years, and nothing has changed. Every time I have had to deal with your customer service has been an aggravating experience, and I am looking forward to the day when I can switch to Verizon.

For the time being, I will use he power of the internet to make sure that any potential consumers are spared the aggravation of being one of your customers.

     
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Posted by chemman on 2007-06-13:
Make sure you keep records of when/who you talked to and watch for that credit because I dealt with Sprint for over 4 months trying to get my money they owed me. They always claimed a check had been mailed (I didn't get a credit because by this point I had canceled my service with them). When I didn't get the check I'd call and surprise, they'd have no record of it. The only way I was finally able to get my money was to file a complaint with the BBB online and give them all the details. Right after that, I got my check!
Posted by warddw1526 on 2007-06-13:
You are upset becuase in the call centre, they did not believe that you did not ask for the data package. I am assuming that Sprint's computer system is similar to T-Mobile where I worked. If information was changed at a dealer store, the only thing an agent in the call centre would see, is that the plan was changed. No notes saying what was changed, just the change.

The dealer store should issue the credit as it is there mistake. And it is not THEFT, as you said, they fixed the problem and gave you your money back.

Now why should you be allowed to get out of the contract. If the problem was fixed (the extra plan was removed, and you were credited back the extra charges), they owe you nothing other than the service you pay for.
Posted by rhondam718732 on 2007-06-13:
I disagree warddw1526. Cell companies pull this crap all the time, changing plans, tacking on charges that weren't ordered or charging for things that should be covered. The customer is not altering the computer so the company needs to take responsibility and handle their screw ups in a timely professional manner. For this person to have to take 3 hours and a trip to the store to resolve the problem is ridiculous. It's not rocket science. Customers should have recourse when a company they contract with starts billing them hap-hazardly and wasting their time.
Posted by Extended Warranty on 2007-06-13:
I had this same issue. Although I emailed Sprint (I NEVER call, what a difficult waste of time calling is), and it got resolved. Sprint always has resolved my issues.

They also added on the protection and maybe something else.

The power vision was free for 30 days and you have to cancel. It seems as if it was the incompetence of the rep who sold it to you for not telling you about that.

Take them to court for it. I'm sure you'll win because you obviously read over everything (rollseyes)
Posted by jaykay on 2007-06-18:
Don't recommend sprint to your worst enemy. I have had to call every month to get the billing straightened out as they pad the bill all the time. I was to have free texting for 24 months, no roaming charges, free nights and weekends, free nation wide calling and unlimited mobile to mobile. I thought I had gotten it straight a month ago but WRONG. Now they say that the phone is out of their service area so I will get no perks and have to pay roaming on all calls and texting. They change the rules and the program you have as the months go on. STAY AWAY FROM SPRINT AND NEXTEL. They are crooked in their dealings.
Posted by sprintsworstnitemare on 2007-06-26:
I totally agree with this review. Sprint did the same thing to me, but I only added 1 line to get a family plan, they gave me a 3rd line then took back the free phone deal and charged me full price. I hate sprint!
Posted by kds on 2007-07-02:
Hey, at least you got to speak to a live person! The recording just told me they were too busy and then hung up on me. After 2 months I just stopped paying the bill.
Posted by Anonymous on 2007-10-17:
I get pretty good coverage with my T-mobile, I use to have sprint had them for 4 years and went with T-mobile, they are starting to make me mad so I think im gonna give Verizon a try.
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Be careful when you transfer from sprint to other carrier
Posted by Hello2006 on 09/10/2005
SHREWSBURY, MASSACHUSETTS -- First I want to say I am an easy going man and not easy to get angry about things, but this time I am really disappointed with the sprint pcs service, especially their customer rep.
I have been a really good customer with sprint for almost about two and a half years, always pay the full phone bill on time, never delay. my contract ended for almost 1 year and a half ago, as I am not a tech geek so I didn’t change the carrier to get any fancy phones. I have been paying around 75$ for two phones (one for me and one for my wife) family plan which has 500 any time minutes and unlimited night minutes after 9:00PM(this s a old plan and I know it is not a good one, but as my wife and I don’t make too many calls, and we have unlimited call between two phones, we can live with that ) .
Things begin to change since Feb,2005, my wife lost her cell phone somewhere on her way back from work . so I have to call to end the line, I called in at Feb 6th and a rep answered phone, she helped me to cancel the line, as sprint billed me at the beginning of the month for 75$, I asked the rep if I can get the refund for the second line as we’ll never use the second line, she said it is ok and I will get about 20$ refund in the next billing period. So I said ok and just hang up, but 1 month later when I get the next phone bill, I didn’t see any refund, I called again and another rep answered the phone, this time she said she will take care of that and I have to wait for next month billing, I tried to speak to supervisor but it sitll didn’t work. As 20$ is not too much money so I didn’t pay any further attention. I then asked if I can downgrade to an cheaper plan, the rep said ok but you have sign another 1 year plan for the service, this makes me feel very bad as I have been a really good customer but what they want is to have every opportunity so they can get more money from me.
Then I start to look for other carriers as my don’t have any contract with sprint. In July, 2005 I got a free motorola RAZR V3 from Amazon. The phone arrived on august 4th and I transfer the phone number from sprint to the new carrier. So this time I only use the sprint pcs service for 4 days. As I no longer use the sprint service, so I think it might just be fine to wait and get sprint to send me the bill for this 4 days service. but the bill didn’t come until yesterday. When I opened the bill, it is still the full charge for the whole month, I called the sprint pcs service and this time, those reps behaves very rude. I talked to two reps and explained everything to them, then asked what happened., the first one said hold on for a second and then ended the phone, the second rep said that sprint don’t bill the service per rate(which is different than what they told me before) and I have to pay the full month service for that second line ever I only used for 4 days, I really didn’t understand this and ask why, she become very rude and interrupted me and keep saying: “it is our company policy, you have to pay the full month fee even you only use one day service”. That is ridiculous and that is how they treat a two year and a half customer. What I guess is as I have already transfer to other company, they don’t have to be polite and just want to rip me off.
So be careful when you decide to transfer from sprint to other carriers. Transfer at the end of the billing cycle otherwise you have to pay the whole bill even you only used it for one day!!! This is my experience with sprint pcs and I will never use any sprint pcs service.
     
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Posted by docme3 on 2005-09-11:
This is now par for the course of most wireless companies i think.If you change a plan with Sprint it is correct that you will have to sign anoher year contract unless you are within your first 3 months of service.You could have upgraded and changed your plan and got new phones prbobly free..I guess you had to sign a 2 year contract with your new carrier.I hope your happy with the new one if its cingular lord help you you'll see in time.I am a Sprint customer and am very happy
Posted by RAMOS on 2005-09-12:
Just as a good practice to have, whenever you call a large company (like sprint pcs) for customer service, always begin with, "Hello, and whom am I speaking to?" You would be very surprised how their dramatically increased the quality of customer services will be. Additionally, keep a note of who you spoke with expecially when you are calling about a credit. You are more credible when you call back if you are able to say whom you spoke with.
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StarStarEmpty StarEmpty StarEmpty Star
Sprint PCS Customer Service Changed Contract period without my knowledge
Posted by Gwenie16 on 05/28/2012
METRO DETROIT, MICHIGAN -- In approximately January of 2012 I contacted Sprint PCS to find out why my monthly bill was increased. I was told I was loosing a service credit and that it was not currently being offered, but to check back in February 2012, as the credit could potentially be offered. I was very upset as I was not informed of the change and as a long time customer (over 10-15 years), wanted to know why this was arbitrarily dropped without my knowledge. The representative apologized and indicated that she could offer me a one time $100 credit that would be applied to the bill. I grugingly accepted, indicating to her that it was not the same as my currenty billing, as this $100 credit was not the same as my monthy payments, and would soon run out. She asked me to check back in February. I called back in February, and explained the situation, and asked about my billing and was basically told the same thing, that the service credit was no longer being offered. I indicated to the customer service as well as the retention staff that I would not be renewing, as I didn't like the way this situation was being handled for a loyal long-term customer.

Early in May of 2012, I was online, reviewing my account, and noticed that someone had renewed my out of contract account; without my knowledge! I immediately phoned customer service about this and was told that, the person who issued me the $100 credit on my account, did this. I was outraged! The customer representative never explained to me that she was renewing my contract for an additional year, in exchange for a $100 credit; I would have never accepted! To make matters worse, the representative I spoke with in May said that if you give us the $100 back, we will place your contract in "out of contract" again! Oh my goodness, what a sleezy proposition. I indicated to the service representative that it was not the condition under which I accepted the $100; it was a retention act, as I knew it...nothing to do with the contract.

I am very close to reporting this to major media as well as the Better Business Bureau...I think you call what they did to me, bait/switch...how unethical!
     
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Posted by Alain on 2012-05-30:
You can also report this to: http://www.michigan.gov/ag (click on consumer protection on the left) http://www.fcc.gov/complaints and http://www.ftc.gov/bcp/index.shtml
Posted by KV on 2012-06-16:
I just found out they did the samething to me. not once when i was speaking with the sprint rep did she mention that she was extending my contract and when i let go of the main phone on the line(month to month contract) my bill showed a early termination fee. i would have never accepted it if i knew at the time. i think this is something that the BBB should hear about.
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Poor service, poor customer service, erratic billing errors, and poor retention.
Posted by Missmarie253 on 07/10/2009
PUYALLUP, WA -- TERRIBLE COMPANY!!!! I was with Sprint since 2003 and when I signed my last contract in 2008 it became a firestorm of frustration and poor service. I signed up for two additional cell phones because it specifically SAID on the contract that the $9.99/ per line was supposed to be waived. Well, from my first invoice I had to fight to get them to uphold the contract. Month after month I would find erratic fees that had no explanation. My bill was supposed to be $89.99 per month, but sometimes it would be $350 with not explanation at all. I do not use any of the extra services, so there is no reason for the additional charges. Fortunately, one of the reps in the Sprint store was always there to help me out and readjusted my bill for the erratic charges. Unfortunately, the representative finally got sick of their crap and quit, so I was left to deal with this terrible company on my own. I truly feel like the f*&^%d up letting her go because she was the only reason I stayed with the company for so long.
To combat the unfair charges, I showed retentions a copy of the contract that I signed and they simply told me that they didn't have to honor it and they made up excuses for why it wasn't good enough to waive the fees. They are very rude inconsiderate people and I absolutely can't wait till my contract expires so I can switch to Verizon, I hear they're great!!! I should also mention that Sprint's service SUCKS and half the time I couldn't even get my phone to work. I have the LG Rumor and shortly after purchasing it, it wasn't long till it started acting up. I can't stand this company, they fully suck across the board. I am anticipating the day my contract ends, because they is NOTHING they can do to keep me after I'm no longer obligated.

Isn't it funny how, if a CUSTOMER signs a contract THEY have to honor it NO MATTER WHAT! Yet if the cel COMPANY signs it, they only have to honor WHAT THEY WANT TO!
     
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Business Sense?
Posted by Dave24Rave on 10/29/2008
STATEN ISLAND, NEW YORK -- Wow, after being with Sprint for TEN (10) years, I think I reached my end. I was going to upgrade my phone to the new Instinct, and upgrade my plan to the 99.00 everything. My current contract expires totally 03/09. Currently I have a 2nd phone on this family share plan, free, not the 9.99.

I called Sprint Customer retention to inquire as to what would be available for me, and "why I should stay a customer"... The first guy I spoke to was one of the most rudest Customer representative (a supervisor to boot), who essentially told me.." We don't need you, we will offer you nothing, and you will have to pay the disconnect fee on that other line.. I spoke with his supervisor, better customer service, lodged a complaint, and he told me that any decision would have to be made higher than him.

They called me back today (while the supervisor was friendly), and said under no circumstances could/would they waive the 200.00 cancellation fee on the second line. I explained that this is a NO COST line, I pay nothing for it, and I am looking to UPGRADE my PHONE and PLAN!! He understood, but said they can do nothing..

10 years, and treated like this.. I told him they left me with 4 month to rethink my relationship with them, and I didn't see the desire to return..as of now..

Amazing, I was going to upgrade, re-contract for 2 years (4 month early), and pay for a better plan... Now they are in danger of losing a customer... And they just don't seem to care...

Funny thing is, even though I have had them for 10 years (satisfied to a point) I cannot use my phone in my home..Signals dropped immediately. The first idiot wanted to give me (waive the 99.00) a signal antenna to boost my home signal... BUT, it would cost 5.00 per month to use it..***.. I laughed at him, and asked simply WHY would I do that? He had no answer..

Just wanted to give a heads up on the treatment of a 10 year loyal customer, whose bills are prepaid, never upgraded hardware, and never lodged any complaints..

2 years ago, when I was gonna quit, they practically begged me to stay, offered month incentives, etc... Maybe I'll see what happens come March... But I have a bad taste in my mouth!!


     
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Posted by Anonymous on 2008-10-29:
And Sprint executives wonder why they are hemorrhaging thousand of customers a month. In an effort to try to keep customers they may soon begin prorating the termination fee.
Posted by AlwaysRight on 2008-11-20:
well the reason U would have wanted to buy the air wave signal booster is because it gives u 100% signal strength in your house and it's 5.00 for unlimited minutes so bye bye land line also includes free nationwide long distance..so I do wish the rep that u spoke to would have done his homework a little better for his customer cause that really could have helped a lot..sucks for u but not really seeing how you still have a contract..IF only u would have used your brain and looked up some info on it via sprint.com and AS of 11/02/2008 they do in fact have pro-rated early termination fees..200.00 to cancel within first 6 months then it goes down 10 bucks a month till it caps out at 50.00 bucks so I would really consider on staying here's a little tip also don't call customer care do everything online at sprint.com then no misinformation will be given and you;ll never have a billing mistake..good luck with whatever your decide to do..
Posted by FitzMull on 2008-12-02:
Exactly what happened to us today! We've been with them for 3 years after leaving AT&T, I mean Cingular, I mean AT&T... We have 4 lines. The 2 main lines are out of contract since May 2008. We've been thinking about the IPhone/Cingular but not really wanting to go back. GOOD customers. Narrowed it down to TMobile or Sprint. Called last night, spent hour on phone w/Sprint rep, promised some sort of "loyal" customer credit. Sprint had system problems, she couldn't confirm what credit we'd qualify for, document everything, leave msg for supervisor, we could call back today but make sure to take care of credit before renewing! I lost my phone this weekend so we needed to decide what to do soon. Spoke to 2 reps this morning, 1st one misinformed me of our phone credit we qualify for, couldn't help us with the loyalty credit so txfrd me to a second rep, a Retention specialist. As in, rep that specializes in retaining customers! Person not only came short of accusing me of lying! about conversation last night w/rep, because she insisted no notes were entered about this supposed convesation (first rep this morning confirmed the notes were there) but then refused to talk to me about this "loyal customer credit" and wanted to push me to order new phones & sign for 2 years. She mentioned a $100 credit to the account bill, not the phone purchase & then proceeded to insist on giving me a phone quote. The quote, which cost me more money to sign with her on the phone than over the internet. I asked her why I would do that? When I made it clear to her for the 4th time that I wasn't ordering a phone from her, she told me the notes weren't there so therfore she couldn't help me with the credit. When I said this was Sprint policy, according to the rep from last night, a percentage given based on # of years of customer loyalty, she said that was no longer available. I hung up & said "I guess we'll got to TMobile". So my husband and I are cancelling our two lines (contract expired), taking our daughters lines that aren't expired for 2 months and will move our family plan over to TMobile. We had ultimately decided to stay with Sprint last night for convenience & a few costs but the RETENTION SPECIALIST killed the deal! Now that's ironic!
Posted by FitzMull on 2008-12-04:
And the rest of the story. Maybe. on 12/2 I called Sprint back and went into the "disconnect your service" department. Received a very nice & respectable rep and asked him what the penalty was for 2 month early disconnection of our daughter's lines. While he checked on that, he asked what happened. I told him the entire story. Said that it was so shocking to call in to renew our service, upgrade our phones, talk to a retention specialist who broke the deal with horrible service. He looked the account up and said he could see that we qualify for one month's free credit on any line, which he pointed out we should take the main line that has the overall monthly charge on it. He apologized for the other rep & explained that while he was a retention rep as well, he also worked and had access to info from the Customer Lifecycle dept. (?) which is where the credit would have come from. The retention reps do not have access to this but he happens to work & have access to both dept info! It seems to me that the retention people, dealing with customers disconnecting their service, would have access/info on everything available to keep customers! But that's just me. It's not me, it's them, right? Anyway he was a great rep & I told him I wasn't renewing, I had to talk to my husband who was ready to cancel. He pleasantly assured me the credit was available, gave me the direct ph# to the Customer lifecycle dept & suggested I call them directly to work out the credit. More irony... when I got home that afternoon - in the mail was a coupon from Sprint offering me the same deal PLUS $15 if we renew by 12/29/08 and of course... additional phone upgrade credits. Dear Hubby and I are now trying to decide if one lousy rep is worth leaving, I've spent a lot of time looking @ TMobile, who's customer service doesn't seem any better, in fact the same or worse. So maybe we just stick with what we know and be done.
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The Worst Customer Service In The World!
Posted by MiserableSprintCustomer on 10/26/2007
OHIO -- I have been a Sprint PCS Customer for over 5years. As awful as the service is, I can leave because some of my friends are on Sprint.

My main phone line with them is a business phone. I got a 2nd phone on my line for my brother to use. $39.99 per month, 200 anytime minutes NO CONTRACT When I got the phone, I noticed the phone was roaming and had 200 minutes of roaming. I called Sprint PCS and was told that it was an ERROR on their part and that the problem would be fixed. They advised me that as soon as I receive the bill, I should call in and the charges would be refunded. I have been calling at least 5 different times.

Each time, I am put on hold for over 1hr. They keep telling me that a request will be sent in to a different department and those charges will be refunded. Yet, even though I am not using the phone, I am showing more roaming charges, EVEN THOUGH THE PHONE LINE HAS BEEN SET TO NO ROAMING FROM DAY ONE! I called again several times and I am told the same thing. To date, the charges have still NOT been refunded. I have over $500 worth of roaming charges on a phone that was set for $39.99 per month.

That is just ridiculous to be given a phone that is roaming in the same address that I live and have another line that is NOT roaming. It makes no sense to pay over $700 for a phone that was used for barely 1 and 1/2 half months. I have asked Sprint to fix the roaming charges to no avail. The experience getting this issue resolved has been frustrating and horrible. I have spoken to several agents and supervisors who have been NO help.

Most recently, I spoke to Charles, Agent # CAAV208. I also called the corporate office. I am sick of trying to solve this problem. The phone given to me was faulty, had the wrong coverage and was roaming the whole time. Yet, Sprint PCS expects me to pay for the error. I am at my wits' end as to how to get this resolved.
     
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Posted by Anonymous on 2007-10-27:
Please read my review;
"Sprint Nextel - Customer Service" by Too Good To Be True.

http://www.my3cents.com/showReview.cgi?id=28948

Good luck.
<;O)
Posted by "Sprint Victim" on 2007-11-02:
Dear Miserable,
Back in the 1970's, actress Lilly Tomlin would play a TV skit as a sassy telephone operator-one of her classic lines, spoken with a sarcastic smirk, was "we're the PHONE company, we don't have to care!" It seems that Sprint has taken this notion to heart in their customer service department. A few have been successful in getting their problems resolved with Sprint but perhaps even more seem to have a story with an unhappy ending. I cannot help but think there's a deliberate customer handling pattern and protocol used by Sprint to maximize profits which shortchanges their customers when it comes to customer service. I know that many other large corporations have downgraded their customer service in recent years and getting problems resolved these days is increasingly difficult, unless you're one of their large business customers. It's all about numbers...so what if a few thousand cuatomers are disgruntled, wave the shiny new phones with all the lastest whistles and bells and a whole new herd of unwitting customers come on board to replace those who left dissatisfied and angry. That's the reality of the American business world in the 21st. century. The only people large corporations try to please today are their shareholders and Wall Street, not individual customers. You might follow Too Good to be True's advice and try to reach someone higher up on the food chain.

I for one am fed up with trying to deal with these folks-I'd sooner endure an IRS audit than sit again on the phone for an hour or longer trying to resolve a problem with Sprint. Each time you call, you either get tranferred, put on lengthy hold, or talk to a different representative and then you have to begin your story all over again from the beginning. Having read some of the comments posted on this site, it seems getting hung up on or disconnected is very common with Sprint customer service. They seem to count on this particular process to wear you down mentally and emotionally and not surprisingly, it does. In the meantime, the meter keeps running on your Sprint bill and they can keep any over-charges for another day longer. I noticed for the past two months some low-life had sent me spam "hot stocks to buy" text messages for which Sprint charges 15 cent each. Not much money individually, but multiplied thousands of times for thousands of customers it adds up to real money. From a business standpoint, maximizing profits using any means available is just good business-from a customer's standpoint, it often constitutes abuse. I wish you lots of luck in getting your issue resolved-you're certainly going to need it!
Posted by rOBOTIX on 2007-11-05:
I agree that Sprint is the worst cell phone provider in the United States. My family and I have been with Sprint for about 10 years on and off, some members have left them since. I feel so stupid staying with them, I feel as though they have treated me recently with no decency what so ever.It used to be better in the past. One reason they have gotten worst is that a bulk of their Customer Service Department has moved outside of the country, most calls are transferred to India probably. The representatives are nice most of the time, however they will not help you as much as the American Service Rep used to. They do not care about us it seems, and also it feels as though they are only after money, as if every American is a Bill Gates and Warren Buffet. I am not. I am an average AMERICAN , for a mistake they have. I propose everyone that has been ripped off by Sprint pcs, to ask them to please change the way they treat their U.S. customers, if they do not then we should all go somewhere else.
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Sprint PCS Spending Limits
Posted by PhotoGecko Austin on 05/09/2006
I've been a Sprint PCS customer for 6 years or more. I have two personal accounts, and I pay (one way or another) for Sprint PCS service for several family members. My account is paid through automatic deductions from my checking account and has not been in arrears.

In spite of all this, tonight my account was suspended for exceeding "spending limits." *Spending limits. . . ?* In all the years I've been using Sprint PCS, this is the first time I had ever even heard of spending limits--nor had the term ever shown up in my billing or on-line account information before now.

Seems my Spending Limit is $200.00, which is laughable--given that my account has sometimes exceeded twice that amount (and was paid).

The inane account rep that I spoke with agreed that my bill was consistently paid and was set up for faultless automatic payments. . . . He then noted that I had "excessive charges" over the past couple of weeks, which I explained to him were *roaming charges* in areas not covered by the Nationwide Sprint PCS Network.

I asked to speak with a supervisor. "Okay. But he'll just tell you the same thing," he replied. Yep. Probably so.

I told him to go ahead and pay the entire balance with the account number he had on file, which he did with utter glee. My service was immediately restored.

I'm under contract with them for another year, of course. That's where they have hold of the short hairs. And I suspect Sprint PCS is not alone in this type of grip.

I hope that in the near future legislative and/or judicial acts will break the jaws of the cell beast. It's not okay for the cell phone service providers to bleed consumers dry for the sake of stockholders and CEO's (who have no spending limits, of course). The complaints against all the big carriers are legion, as I’ve discovered looking into it tonight.

And it just ain't right to cut somebody off who's not late on their payments. That's just wrong.
     
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Posted by Hugh_Jorgen on 2006-05-09:
Seems like they monitor your usage patterns and when they see something out of the ordinary they take action. Seems prudent. They suspended your service, you called them, they fixed it right away.
Posted by rhondam718732 on 2006-05-09:
NOT TRUE HUGH...My husband and I also have Sprint PCS and we too have a $200 spending limit...and each and EVERY time we go over the limit our phones are turned off. Our monthly plan with taxes totals $180...but 3 times now Sprint has charged us $36 for "new activation" when we had our OLD phones fixed and until we were credited back that amount (takes up to 6 hours) we were out service all 3 times.
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