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 no 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 ** 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 cell COMPANY signs it, they only have to honor WHAT THEY WANT TO!
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.
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
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.
SEATTLE, WASHINGTON -- December 1, 2001
Senior Vice President
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.
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.
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 smartphone and $129 to keep my other reg. phones, total $219 per month. WHAT? I went to Metro Plus have unlimited usage for two smartphones and one reg. phone, total monthly fee is $95. Sprint should appreciate their long time customers who pay their bills!!!
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 Darryl calls and says the bank is having an issue with the checks stub because they're all zeros on the check stub due 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.
APOPKA, FLORIDA -- I have been a Sprint PCS customer since I purchased my first cell phone. They did an upgrade to the tower in my area. Since this upgrade, I have had pretty much no service at my home. That doesn't fix the issue with no service pretty much anywhere else within a two-mile area. Since I have service at my office and anywhere else, they told me even if I filed a claim with the FCC I would not win.
Sprint's answer, spend over $200.00 for a signal booster that sits on a window sill in my home. They did give me a $50.00 credit. Tomorrow I will spend the $100.00 to buy out my contract and go with a reputable carrier. Another neighbor is having the same issue however he is with Boost Mobile and has no contract.
I have had my phone with Sprint for almost 2 years. There was supposed to be a program to help keep people with Sprint since people are leaving Sprint, so the guy I spoke with told me he was going to set me up a payment arrangement and he really did sound like he worked there because he knew everything. I didn't give hime any info that would allow him authority to change my account.
I thought my bill was due and so since at the time I didn't have a ride to pay. When I woke up one day it wasn't working. I called Sprint and found out that this man had called them pretending to be my husband and got a phone sent to him in a whole different state than me and changed all my info.
I believe he actually had my service switched for that 1/2 of a day because I can't check my voicemail and yet Sprint still haven't fixed this because I changed all my passwords and pins and that same damn day another phone was sent so I call Sprint and changed it all yet again and guess what?
Hmm dumb people allowed another phone to be sent and I called them again and ask how the hell they allow a phone to be sent to the same damn person/address and they say it takes 7 days to investigate but that doesn't excuse them allowing this guy total access to my account. They failed to protect my identity and I am looking for a lawyer because I believe I should be able to sue them for this.
LONDON, KENTUCKY -- This is the text of a letter I sent to Sprint PCS:
I am writing to express my disdain at the inept service I have received as a customer of Sprint PCS. I have been a customer since March 1999, and initially chose Sprint because of its competitive prices and hassle-free, straightforward plans. In the past six months I have become extremely dissatisfied with the increasingly convoluted way in which my account has been handled. The following are accounts of these incidents.
· In July of 2000, I agreed to sign up for a one-year service term because I had no problems with Sprint, and was under the impression I would stay on another year regardless of the service term. In return, I was offered a $10 credit for the add-a-phone service I was paying for. At the time I had been paying $14.99 per month for add-a-phone. On my next bill. I did see the $10 credit, but I also saw that now the $14.99 per month for add-a-phone was changed to $10 per phone. When I called in about this, the person I spoke with informed me that the rates had just been changed, and now the add-a-phone option was $10 per phone. I find it very convenient that Sprint PCS changed the add-a-phone prices just when I began receiving my $10 credit, making their loss $5 instead of $10. Also I was not informed of this change in pricing, which I find suspicious.
· In September 2000, my phone was damaged and would not work any more, and I have been paying for the equipment replacement program since the beginning of my account with Sprint PCS. What I found out was that I had to pay a $35 deductible and I would receive a refurbished phone similar to my original phone. So if I had paid $3.25 every month until that point, that would make it $61.75, plus the $35 deductible is $96.75. That means I paid $96.75 for a used phone that flickers in and out of service at any given moment and drops calls on a regular basis. I could have bought the same phone new for $69.99 with a mail-in rebate from the Sprint PCS website. If that wasnt bad enough, I was charged a $29.99 activation fee for activating my new phone. When I called in about it, the representative told me it should have been waived because I had the equipment replacement program, but someone had accidentally forgotten to waive it.
· In October 2000, I received a mailing about the Sprint PCS Clear Privilege reward that I was entitled to. Of the three options, I chose 30% off my next Sprint PCS invoice. I received two mailings, one for each phone on my account. When I called in, it asked for my Sprint PCS phone number and I entered the number of the primary phone. When I received the invoice that showed the Clear Privilege credit, the amount was about 3% of my invoice, not 30%. When I called in, I was told that the 30% was applied to the charges on my secondary phone, not my primary phone. Since I had $80.48 on my primary phones charges and only $12.25 on my secondary phones charges, 30% was taken off of the $12.25. That might make sense if I had entered the secondary phone number when I called in to claim the credit; however I had entered the primary phone number and even made a note of it in case it would be a problem later. Again, the representative said that this would be fixed on my next bill.
· Today, I called in to change my billing plan, since it is the last day of my billing cycle, and Sprint has been advertising many new service plans. Originally, I wanted the 2000 minute plan that included 1000 any time minutes and 1000 night and weekend minutes for $74.99. I got this information from a mailing I received, and on the mailing it says that this service plan is available until January 14, 2001. But the representative informed me that regardless of the mailing I had received, this plan was no longer available, and instead there was a 2000 minute plan with 500 anytime minutes and 1500 night and weekend minutes for $69.99. Even though it was cheaper, I wanted more than 500 any time minutes, so she suggested the 3000 minute plan, which had 1000 anytime minutes and 2000 night and weekend minutes for $74.99. Since I pay $74.99 anyway for 1000 minutes, I decided to go ahead with this plan. While the representative was processing this, I asked questions to make sure nothing else would be changed without my knowledge; I specifically asked about the $10 add-a-phone credit mentioned earlier. It was then that she informed me that the $10 add-a-phone credit for agreeing to a one-year service term would no longer apply. When I asked why, she explained that my account only allows for two options, one of which is free long distance, and the other the $10 add-a-phone credit. This was the first time I was hearing about options on my account, the fact that I was limited to two options, and that long distance and the $10 add-a-phone credit are considered options. But the plan I had just chosen has 2000 night and weekend minutes, and since this was also considered an option I had surpassed my limit of two, and would not receive the $10 add-a-phone credit any more. I thought this whole thing was ridiculous, and asked her to cancel the switching of my plan. First of all, I have never been told about options, or that I was limited to two. I have also never been told what are considered options. Secondly, the fact that a credit that I had been given in exchange for signing a one-year service agreement is considered an option on my account is preposterous. Thirdly, the representative told me that free nights and weekends are considered an option. However, this plan does not give me free nights and weekends. By paying $74.99, I would be paying for the 1000 anytime and 2000 night and weekend minutes. And when those 2000 night and weekend minutes are used up, I would pay per minute for any overage. So I do not understand why 2000 nights and weekends, which are part of the plan, are considered an option.
· Finally, I have found the prices to be inconsistent with Sprint PCS advertising. As mentioned earlier, I received a mailing which offered 2000 minutes divided into 1000 any time minutes and 1000 night and weekend minutes for $74.99, available until January 14, 2001. The representative informed me that regardless of the mailing I had received, this plan was no longer available, and instead there was a 2000 minute plan with 500 anytime minutes and 1500 night and weekend minutes for $69.99. On the website at this moment, there is an advertisement for 2000 minutes, of which 500 are anytime and 1500 night and weekend. The price for this plan, however, is listed as $49.99 on the website.
These incidents have increasingly demonstrated that Sprint PCS is lacking in customer care and is primarily concerned with extorting as much money as possible through hidden charges and the supposed incompetence of someone who forgot to waive a certain fee or didnt apply my reward option to my entire bill, as I was led to believe. I am irritated that although I have provided close to $3000 of revenue for Sprint PCS, I have received inept service, both in the handling of my account, and in the actual airtime service of my phone. I have also been subject to what I consider deceitful tactics in throwing in extra charges and hidden fees and conditions on any sort of rewards I have received for being a loyal customer, without any notice of these fees, changes to my account, and conditions applied. I plan on forwarding this account to consumer interest groups so others are aware of the way Sprint PCS conducts business and treats its customers.