Sprint PCS - Page 3

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1.1 out of 5, based on 13 ratings and
193 reviews & complaints.
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Sprint wants me to Pay for their Mistakes
Posted by on
OVERLAND PARK, KANSAS -- I had a Samsung Moment that I purchased at a corporate store. Several months later it stopped holding its charge. I went to a repair store not knowing it was actually an independent repair store and was told it could not be fixed. They exchanged the phone instead of having a new one mailed to be because it was unsafe for me to be without a phone for days. Within 30 days the new phone malfunctioned and its start and end call buttons did not work properly. I called Sprint and was told that they would not exchange the phone because it was from an independent store instead of their corporate store. I tried to explain that I couldn't return it to the store it had come from because they had exchanged it as a favor to Sprint’s corporate office and weren't going to take it back. The person on the phone started yelling at me. I asked if I could cancel my service and send the phone back to Sprint in exchange for having my termination fee waived. An accounts representative got on the phone and yelled at me. I was nearly in tears and got off the phone. I later spoke to a representative who told me I could call Samsung and have them replace my phone under manufacturer warranty. When I spoke to Samsung they said I had to send my phone away for three weeks and that if the phone was irreparable then the warranty was voided. I am a Mayo Clinic patient and a young disabled veteran and can't be without my phone. My only option was to find a new phone carrier. It was a huge issue to change service and to go through all of this. I also had to pay connection fees at T-Mobile and pay part of the cost of a new phone all because of Sprint's bad service. I later spoke to Jeff Fortner in Sprint's Executive and Regulatory Services to ask that my $160 early termination fee be waived and was informed that this was not a possibility. He says that they told me to take it to a Sprint repair store but refuses to provide me with copies of the notes from my own account documenting that saying they are proprietary information and would require a subpoena. I spoke with Anitra Holmes today, a higher level executive, and she told me they would only drop the early termination fee if I moved my service back to Sprint. No way!
     
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Sprint Willful Overbilling
Posted by on
More than a year after spending $300 for a wireless pc card and agreeing to pay $60 per month, I lost the pc card. After searching in vain for six weeks, and of course not using the device, I called Sprint and reported the dongle lost or stolen. Sprint told me that they would list the device as lost or stolen and block it's usage. I was told that the only way I could close my account was to pay the bill including early termination fees in full. And so even though I had not used the device at all in six weeks, I did pay my bill in full for $168.34. Then, the following month, I got another bill from Sprint for an additional $120. When I called Sprint to ask about this bill, I was told that even though the device was reported lost or stolen and blocked from usage, Sprint charged me for another month of usage, plus other fees that I had been previously told were paid in full. When I replied that it made no sense that I was being billed an additional month for a device that was blocked, Sprint said that they would get a supervisor on the phone. I held on the line for and hour and twenty minutes until the battery went dead on my phone. I called another time to resolve the issue, but was left on hold for 40 minutes that time.

I realized that not only was Sprint intentionally charging for services that were not delivered, but they were intentionally avoiding all attempts to get a resolution to this matter. For all I know Sprint is going to try to bill me again next month for another month that the device was blocked. Sprint did tell me that if I don't pay the bill, they will send it to collections and ruin my credit. I pay my bills. But, out of principle I'm going to fight this one. $120 is not a lot of money, but if Sprint rips off a million people for $120 that is a lot of money.

I have filed a complaint with the FCC. I have filed a complaint with the BBB. I have filed a complaint with the Arizona Attorney Generals Office. I have mailed two certified letters to Sprint (with no response). The terms of the contract state that I have given up my right to civil litigation, and must submit to binding arbitration. I have requested binding arbitration from Sprint, with no response. I have contacted two local television stations (ABC 15 Investigates, and 3 On Your Side) and hope to get an on screen interview with both. I am now in the process of posting my story on 30 different complaint forums like this one.

Sprint does this because they know that these corporate practices will be profitable to varying degrees in 99.99% of the cases. Unfortunately for Sprint, I am that 1 in 10,000.
     
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Horrible Customer Service & Get NOTHING RESOLVED!
Posted by on
I bought this phone back in 07' had problems with it took it to the service repair center and they told me I had the wrong warranty and my phone was not repairable. The girl who sold me the phone at Sprint gave me the wrong one and obviously was not Intelligent in Sprint Warranties! So I got screwed over due to the stupid customer service. Anyway I got my old Sprint phone turned back on that I used in previous years since the stupid RUMOR phone WOULD NOTTTTTT WORK! It turned off randomly, the keyboard didn't work, the volume button did not work neither did the camera. So I paid a warranty for nothing. Well luckily 2 months later my rumor started working and it was hell all over again. On this past Sunday my rumor came up with a white screen and made it not usable and therefore I could not read anything on my screen except for just a few centimeters of room at the bottom. So I went into the store- first the guy was a jerk to me talked down to me. Trying to get me to upgrade instead of fixing the issue with my phone. I HATE SPRINT SO WHY WOULD I UPGRADE AND BE STUCK WITH THEM FOR ANOTHER 2 YEARS!!!! STUPID PEOPLE! Anyway so I left the store after the guy would NOT give me Corporate's number and called the claim number he gave me only to be given the wrong number and then had to deal with Customer Service, ACcount Services and Tech Support. The first 2 people I spoke with actually understood what I was saying and when the other representative from tech support got on she talked to me as if I was mentally challenged and was NOT helpful in any way!! I just wanted my phone replaced- I didn't want to upgrade or get a new phone I just wanted the same rumor phone---- turns out they stopped making it ( Not shocked by this) and came out with the LG RUMOR 2 that sells for 29.99 and you buy one get one free hence I paid $96 in warranty and they could not replace it with the old phone! The new phone would cost way less for them but nope they wanted me to pay a $50 deductible to get the stupid phone that didn't work. What is the point of a warranty--- oh yeah so when I took my phone in yesterday to get the other phone turned back on they flagged my warranty and didn't tell me! So I got screwed over and currently on the phone with them for another 2 hours-- getting no where. They just want me to upgrade and I'm NOT ready! I am so tired of Sprint just beating around the bush its so annoying.
SUCH A LONG STORY BUT OVERALL SPRINT DOES NOT WANT TO REPLACE THE STUPID PHONE JUST WANT TO UPGRADE AND I FEEL AS THOUGH THEY DON'T GIVE A CRAP ABOUT THE CUSTOMER JUST IN IT FOR MONEY MONEY MONEY!

****NEVER EVER BUY THE RUMOR PHONE IT IS A WASTE OF MONEY AND WILL FAIL YOU
     
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Poor service, poor customer service, erratic billing errors, and poor retention.
Posted by on
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 there 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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No Two Reps Give The Same Answer...
Posted by on
I admit it--I don't have the best credit thanks to a student loan default that has since been rehabbed but is still on my credit. Sprint was nice enough to extend me a contract anyway, with lots of fine print that I didn't learn about until it was too late, but since I have the service I figured I'd deal with it. I've never found their customer service to be stellar (and I work for a company that prides itself on customer service so yes, I have high standards) but what's happened to me since December has my blood boiling.

I've used other companies, including AT&T, who I found to be very good until I moved to an area they didn't cover and a rural company called Unicel. Both had decent customer service. Sprint is by far the worst company I deal with--and I use Comcast!

I found out I qualify for a discount through my employer, something I didn't know when I got my plan. I talked to a representative who offered me a 15% discount, only when I went online through our corporate perks system I discovered the actual discount was 20%. I called the dedicated line for corporate packages and a nice gentleman asked me to let him handle the order of upgrading my service and adding a line and he'd personally make sure that I got the discount right away.

First of all, the third line was not added to the right type of plan, so I was overcharged. Sprint fixed this pretty much right away so I wasn't too upset. Then the discount failed to kick in. The representative I had been dealing with stopped returning calls/e-mails and no other representative could find any record of any promise of the 20% discount. My bill got behind by less than a $100 and my service was randomly shut off. Every representative I talked to claimed I could only receive a 15% discount and that it would take up to three months to apply. Random charges were added to my bill that I didn't authorize for services none of us used.

I finally e-mailed their customer care since no representative over the phone or chat was at all helpful. I received a reply from a helpful representative who told me she was sorry for all of my trouble, applied a credit to my account to make up for the discount I never received and promised to apply the 20% going forward. Then I received a call that I missed asking me to let them know when I could talk to someone because they needed a little additional information to process the discount. I e-mailed them back with a better time...but no response. I chatted with a representative online about some other issues that were unrelated and during the conversation asked her if she had any notes about what information was needed to apply my discount and instead of taking down my information she decided to apply the 15% discount to my account without my asking for it, so now every time I e-mail Sprint about the promised discount they keep telling me they have no record of it and "we can see you are receiving a 15% discount..." and no matter how many times I try to reach the original representative or cut and paste the e-mail I received AND the link from my work website to the real discount every response from Sprint claims that they have no idea what I'm talking about and that they can't help me further.

Add to that crappy coverage, crappy overpriced phones and constant overbilling I can say that Sprint fails miserably.

To those "Sprint employees" who post here, mistakes happen, yes, but if I made half the mistakes or gave half the misinformation the reps I deal with make/give, I'd be looking for a job.
     
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Theft by Billing
Posted by on
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 these 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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Customer Service
Posted on
SEATTLE, WASHINGTON -- December 1, 2001

Antonio Castanon
Senior Vice President
Customer Management

Today I got a notice from your collection department indicating I owed $48.31 and if I didn’t make payment arrangements my PCS service may be interrupted. At 12:23pm I called the number listed in the letter, 1-800-808-1336 and spoke with a gentleman by the name of Josh and explained the history of my “delinquency” to him.

On October 31st I made my monthly payment over the phone by check. I don’t check my account daily so I was quite surprised, and upset, to receive a phone call from the Sprint PCS collection department, at 8:53pm, requesting a payment for a delinquency. The lady calling did not indicate why I was delinquent, only that I was and should make arrangements for payment. At this point I had not:
1. Received notice from my bank regarding a payment not being honored.
2. Received notice from Sprint PCS about my payment not being honored.
3. Been told when the payment had returned by my bank.

I immediately asked to speak with a supervisor who told me the payment had been returned because either the bank routing number was wrong or the account number was wrong. This notice, he said, was given to Sprint PCS on November 13th. I asked that a letter be sent to me so I would have that “written” information for my records. I had not received by November 28th so I paid the $48.31 the bank had not honored.

I had even email “Customer Care” on November 17th explaining the situation. The response I got from Ravi S Re: ID # 20011118005524 said only, and this is a quote, “After reviewing your account, I found that the payment of $48.31 was returned on November 13,2001. You will be able to view this on your next invoice. For any further clarifications, please call 1-8008081336”.

After explaining all this to Josh I again asked for a letter explaining why the payment was returned. He even had the audacity to ask why I wanted the letter. I told him I wanted it for my records. His response was to the effect he didn’t know if he could write such a letter. Excuse me; a customer cannot receive a letter from Sprint PCS explaining the reason? Josh then put me on hold, I would imagine finding out how such a letter could be composed.

I was on hold when the signal on my cell phone faded and the connection with Josh was lost. I didn’t panic. Heck, Josh had my phone number. I had to give that to him, along with other ID, when I first called. I knew Josh would call back. As I stated at the beginning of this letter I called him at 12:23pm. More than 3 hours later that had been no call back.

I work for a bank, Mr. Castanon, dealing with many commercial customers across the country. If I EVER treated one of those customers with the same disregard Sprint PCS has treated me that customer would not only move his business to another bank. I would also be out of a job. Having worked for a bank yourself, you understand exactly what I mean.


To help keep me as a potential future customer, I would like the following:

The courtesy of a response by mail.

At the very least I would like a response from your company regarding this incident. Thank you for your time.
     
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Worst Service & Reception
Posted by on
Rating: 1/51
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.
     
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Sprint treats loyal customers badly
Posted by on
Rating: 1/51
I was a loyal customer of Sprint for 12 years. Well beware if you are not a new customer. Sprint used to have loyalty rewards for long time customers. Not anymore, new customers get free phones and better monthly rates. The long time users get nothing, I had 5 lines for 12 years, cancelled all of them today.

Sprint would no longer give free upgrades, and plans for old customers were higher than a newbie! They wanted $90 for one Unlimited usage smart phone and $129 to keep my other reg. phones, total $219 per month. WHAT? I went to Metro Plus have unlimited usage for two smart phones and one reg. phone, total monthly fee is $95. Sprint should appreciate their long time customers who pay their bills!!!
     
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Frustrating Transaction With Manager - I Would Not Recommend Anyone to CarMax
Posted by on
Rating: 1/51
RIVERSIDE, CALIFORNIA -- When I started the process I told the sales person Antonio that I was out on disability and will return to work 7/19. He stated that that would not be an issue. All he needed was an up-to-date check stub. I bring the check stub in the transaction happens I buy the car.

A few days later Darrell calls and says the bank is having an issue with the checks stub because they're all zeros on the check stub do to my leave. Several days past and I get a message that the bank is not able to process the loan due to inability to verify employment. The last call from Darryl stated to bring the car back. So I called up there and I said when I bring the car back? Will I get my money back ? He stated "that is besides the point. Just bring the car.

At that point I was upset. That was rude. He also threatened to repo car because I asked about my refund. I am very upset with manager Darryl and the entire experience there. I would not recommend Carmax.
     
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