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Sprint's Questionable Billing
Posted by Rhondam718732 on 03/14/2006
Here's how Sprint PCS works. When you sign up you get assigned a "credit line." Ex: my monthly credit line was $200. My monthly charges were $200+...well well...there's a problem. They shut you off one you hit your limit of $200-which is EVERY. When I asked what the credit line was for exactly they told us it was the max your monthly bill could be...never explaining the silly way they bill you literally days after you pay your bill - NO ONE ELSE DOES THIS...

So, I changed my plan (try doing that w/out it tacking on another 1 to 2 years' service..) and now my bill is $175. So I come in under my credit limit...unless I tack something extra on i.e. a new phone when my crappy one from them stopped working after just 8 mths. So low & behold, my service is cut off. So here's the timeline:

1. February 14 paid $175.66 (bill was due Feb 18)

2. February 16 my husband called Sprint to have them switch the ISN to another Sprint phone we owned because his stopped working.

3. February 19 service was cut-off. I call and find out that the new bill has already been "applied" to my phone acct - $175.66 PLUS a $30 "new phone" fee??? Well they credited us back the fee since it was their fault - but it still takes up to 4 hours to have service restored.

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Posted by CrazyRedHead on 2006-03-14:
I understand you pain. I received my first bill from them before I received my phone. Needless to say they bill a month in advance, or so they told me. I sent the phone back to them Nov 05 (not for this reason) and am still having trouble with them getting things right. I spent two weeks with reps telling me that all I need is a new phone and that the acct is active and ready to go. I was ready to order a phone when a rep finally told me that the acct has been cancelled since Dec 05. They couldn't tell me why they have been telling me that the acct was active all this time. Well, I went that day to T-Mobile and got a phone immediatly. I might give Sprint another chance in a year when my T-mobile contract is up, but only if they have gotten there act together. Sprint service is pretty good in my area and, other than this incident, the customer service has been okay.
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Sprint PCS (Pretty Crappy Service) an insider look
Posted by Ronin_fort on 03/15/2005
I'm a collection agent for Sprint, well actually for the company that collects for them.

First off everytime you phone the collections department, you're talking to a whole different company that collects payments on behalf of them.

The way the system is set up, anytime you phone Sprint customer service from an interrupted phone or if you have a past due it automatically reroutes your call to our department. Which means we get a lot of customers who have disputes with there bill, but in order to argue the charges they have to pay off that balance so they can reach customer service.

Second, you'll never get any help from a collections agent if you are disputing your bill. The reason is we're not ghouls, but you hear complaint after complaint after complaint you really don't care and just get immune to it.

The other reason we can't do anything if we wanted to help you, is because everything is automated.

Another reason why you may get frustrated is that when you ask for a supervisor they will tell you the exact same thing we told you. Our supervisors do not want to take calls and really do not care about your situation, they're being graded on money collected.

I know this sounds cold, but what do you expect? You're talking to people who go through complaint after complaint and the whole goal is to collect money not provide customer service. In fact our centre goes through a high turnover weekly. Plus if you have legitimately been screwed by Sprint we really don't care, we're graded on how long we spend on a call, so we want to be off the call as soon as possible. I mean the people who have been really mislead by Sprint, are classified with the same people who aren't responsible with their plans. We can't tell who's lying or who is the victim.

All I can say when dealing with Sprint is read your contract and know exactly what your plan includes.

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Posted by fortheloveof on 2005-03-16:
This post accomplished nothing other than to make yourself look silly. You mean to tell me that you can only get a job where you "don't care" and "don't get paid enough" and neither does anyone else there? Quit with excuses. Whether you're paid $20k a year or $200,000, what about pride in your job and respect to others and yourself?
Posted by ronin_fort on 2005-03-16:
I guess fortheloveof completely missed the point of the review. We're not paid to give customer service, our bonuses, our pay is based on money collected and calls taken, not customer satisfaction. The emphasise is on money collected for Sprint. The whole point is to collect money and go to the next call. Also obviously I don't enjoy working there and I consider it a temporary position. The whole point of writing the review was to tell people the Sprint bottomline.
Posted by Neno84 on 2006-04-27:
I have screwed SprintPCS eight ways from Sunday. Any trick of gimmick they have tried to impose on me I have gotten them back three-fold. Ladies and Gentlemen its simple...it is very much possible to talk to a PCS rep when you service is interrupted. Sprint tried to make it so that you could only talk to the collection agency but the solution is simple...just call the 800-number from a lanline phone (i.e. house phone or work phone) and you will be able to talk to a SPRINT customer service agent.
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Run Away from Sprint!
Posted by Burtash77 on 01/09/2011
Keep in mind that I have a corporate account with every option they offer. I had a faulty phone (Instinct) so they offered to mail me a new Instinct. That phone had the same problems. So, after 3 days of missed work and countless hours talking to countless people on the phone and in the store; I was told that I could either take another new, but same version, Instinct-which the techs and managers at the store told me would likely be faulty-or, I could take an Lg Rumor from 2007! This is the kind of service their corporate people receive. So, avoid this company like the plague. God help those who sign a contract with Sprint!
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Posted by bcd on 2011-01-09:
What were the problems with the two Instincts? Why did you miss three days of work?
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Posted by Nakis5 on 09/08/2010
Greetings Mr. Johnson,

I hope this email finds you well.
After years of what is exampled in summary below, I want to terminate my line with Sprint. I have made two phone calls this morning to Sprint, have been disconnected one time. I called from a land-line in the call center where I work, and can only surmise that the call was disconnected by Sprint, not dropped or lost.
I have been advised this morning that at this point that Sprint does not seem to be willing to waive the $160.00 early Termination Fee.
Let's do some math, we have been Sprint customers for 6 years, or approximately 72 months, give or take. We have paid, on average, $130.00-$140.00 per month to Sprint over that duration. That sums up to $10080.00, or thereabouts. We have purchased multiple devices at full prices as well, rather than simply taking advantage of free upgrades. We have, in the distant past, successfully referred friends and family to the Sprint/Nextel network. All in all, we have been good customers, albeit late in payments at times.

I am not interested in paying the $160.00 Termination Fee, and if this is my only option, than both my husband and I will cancel our lines, and Sprint will lose any future revenue from my husband, who intended to keep his account active despite it all. Beyond that I will post this letter on the internet in every possible venue and forum, and will post the many, sordid recorded interactions with Sprint to my YouTube page. I understand it is not classy to make threats, and I loathe having to do so. Unfortunately I have no choice in the matter, since no reasonable concessions have been offered. I'm truthfully sorry to be ugly to you and your compatriots, I just want to drop my line, and being penalized for it after spending well over 10K as a customer, well, that's bad business.

To whom it may concern:

I have been a Sprint customer for about 6 years, and I absolutely cannot wait to terminate the relationship. I will spare you as many of the details as possible. Suffice it to say, over the years the service has been low average at best, and very disjointed. Each time a simple situation would arise, (activating a new phone, purchasing an upgraded phone, swapping out a phone, getting a return envelope), it required hours and hours of dealing with Sprint employees, many of which are unfriendly and inefficient. There is no synergy between departments and I never felt any true concern from any representative or supervisor or tech that I have dealt with. I actually get a little sick to my stomach when I know I have to call and deal with Sprint for any reason, I push it off until the last possible moment because it is always so unpleasant; you have to be ugly in order to get the help you deserve.

Here are some of the issues we have dealt with over the duration:

● Sprint sending replacement phones that were broken themselves.

● Sprint unable to activate my brand new, upgrade phone, telling me it was because my MSID # had already been assigned to someone else. How was that possible on a brand new phone? After 3 hours some supervisor figures it out and activates it in 10 minutes.

● Sprint putting an 80$ credit on our account without our permission or awareness in order to ‘sell’ us an upgraded phone. This caused major billing issues later, which required hours of my time to rectify.

● Sprint sending me a Nextel phone for my free upgrade, only realizing when I called to activate it that it was not a device compatible with our Sprint plan. Another night of talking to Sprint for hours.

● Local Sprint stores refuse to ship back defective devices. Local Sprint stores unable to assist in matters beyond simple new plan/upgrades and purchases.

● Sprint billed us 275$ for unreturned equipment, on a phone they are selling for 179$. Not only is that ludicrous in itself, but there is another example of Sprint’s poor service. Our HTC Hero stopped working, so we took it to the local Sprint store. They advised us it was broken, and arranged for a replacement phone and return kit to be sent. They would not, at the store, take back the defective device. The phone and kit came, and within the 30 day return window, we called Sprint to let them know we had lost the return envelope and needed another. We were on the phone with Sprint reps for hours, and after several attempts to ‘email’ us a new return label, there was still no success. The area where the image of the label should have been was blank, with a small red X in the top left corner. We were advised the situation would be elevated. Nothing happened. We went again to the local Sprint store and tried to return the Hero, they would not take it. We went again to the local Sprint store when another employee was working, and he agreed to call customer service for us. Again a new return label link was emailed, this time directly to the Sprint store employee. When he tried to open the label, the image again was missing. He told us they would elevate the situation, again. Last thing he said as we were walking out was ‘Good luck with that’. When we got home I called customer service, and after 2.5 hours, 5+ people, and repeating my story about 8 times, we have this solution: Someone in the ‘tech’ department is supposed to physically mail us another label, today. Also, we have been billed 275$ plus tax for this phone, and won’t see a credit for that until our next bill. Both of these solutions require me to do work, and follow up, versus Sprint doing those things for me. I have no choice, my money is at stake here.

There is nothing anyone at Sprint could even do or say that would prevent me from cancelling my contract. I have an estate in probate that will pay out soon and dumping this company will literally be one of the first things I do.

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Posted by Sheldonrs on 2010-09-09:
If you signed a contract and the termination fee is part of the contract, you pay the termination fee. As simple as that.
Posted by janisrose on 2012-02-02:
I would have to disagree with that,Sheldonrs...seems like Sprint continually violates their contracts with customers considering the many reviews/complaints posted here and many other places online...and that fact,in my opinion, absolves a customer of fulfilling their part of the contract.
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Sprint wants me to Pay for their Mistakes
Posted by MountainJumper on 06/16/2010
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 Sirwes on 05/18/2010
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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Newest Charge
Posted by Kautzy75 on 01/04/2010
I just got a letter in the mail stating that if I do not set up automatic recurring payments, I would be billed an additional $4.99 a month on my account. I got this letter six days before it is effective. It is important to note that on their site when you go to sign up for automatic recurring payments, there is a disclaimer stating that changes will not go into effect for one billing cycle. So no matter what I am getting billed the $4.99. So I called customer service and spoke to Bianca. She stated that this is no big deal because all wireless carriers are doing this now. I stated that I did not care what the other wireless carriers were doing because I was a Sprint customer so why would what the other carriers are doing relate to my Sprint account. She stated that if I would read my terms of service that they reserve the right to make changes to account charges any time they see fit. I stated that when I sign a two year contract with a supposedly reputable company for a set billing amount each month that this would be the last thing I would expect that supposedly reputable company to do. Needless to say I have cancelled my account and told Bianca that Sprint can have a great time spending a lot more to collect the early cancellation fee in court. I won't pay Sprint one more dollar.
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Posted by Anonymous on 2010-01-04:
Verizon has not done this, at least not yet. If they charge you the early termination fee challenge it in small claims and contact the FTC and your states public utilities commission.
Posted by trp2hevn on 2010-01-04:
I'm not sure on this, but can't you cancel your account if they send a change of terms and you don't agree to them... Kinda like opting out of the credit card changes. I think you have to stop using the phone and send them a letter stating that you don't agree to the change of terms on your account. I could be wrong, but I thought I heard something to that effect.
Posted by tnchuck100 on 2010-01-05:
trp2hevn is right. You have the right to refuse any material changes without penalty. Do so in writing. Send it certified mail, return receipt requested. You need to build a paper trail. You may need it if Sprint decides to bully you. Do not discuss any of this with them on the phone. That is pointless and anti-productive.
Posted by memoryx57 on 2010-01-05:
If I'm reading this correct, Sprint is wanting to force their customers to hand over either their credit card number or checking account number??? That is outrageous !! I'm not a lawyer but I would suspect this ain't gonna fly. It certainly would't fly with me. I would tell them what they could do with their phone service...and it ain't nice !
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Paperless billing fiasco
Posted by Disgruntled on 11/04/2009
This one is classic. I closed by account with Sprint because I was given a new cell phone and Sprint was not the carrier of service for that phone. I had paperless billing with auto pay. Two months after I closed the account I received a bill from a collection agency for my final bill. When they closed my account, they cancelled my auto pay, cancelled my sign id so I could not pay or sign in online and then they never mailed the bill in paper. I called the collection agency. They were rude. They told me I could pay with a credit card and it would never show on my credit record. I did so. Two years later I received another bill from a different collection agency for the same debt. Apparently Sprint sold their debt to a new agency and did not have correct records. I had since closed the account for the credit card I had originally paid with so I could not "prove" that I paid. The burden of proof lies on me. It has been 6 years & I still receive bills from the second uncooperative, unfriendly collection agency. I am just waiting for my 7 years to be up to repair my credit. Thank you SPRINT. I was a really good customer. I am sure this happened to a lot of people.
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Sprint treats loyal customers badly
Posted by Cherkell on 02/23/2014
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 then 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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This Company Deserves To Be Out Of Business. I Have Never Dealt With Such Negativity.
Posted by Markeesha.overstreet on 09/27/2013
KANSAS CITY, KANSAS -- I know that many of us have had issues with Sprint. My incident in no different than many of the other requests, and I would like to share it. I will also share that I have emailed Mr. White and gotten no response (Social Responsibility Executive) instead I got the feedback from another Executive who wasted no time dismissing my claims. Sprint should just allow people to leave once they have shown that they care for none of us. So many posts are centered around customer service and lack of cell service that it is baffling. Here is my story....I have been a Sprint customer for approximately 9 months. In that time I have made sure to keep insurance on my phone, as experience teaches us it is better to be safe than sorry. I was denied a phone of equal design, after it was identified to be faulty merchandise.

Typically, I would not care, but I explained to the manager that I was headed out of town and would be driving for seven+ hours, this was after I was told that I could pay the $100 deductible and get it next day (even though they were not sure what the cause of my malfunction was). In addition, I had to wait two hours for them to tell me that there was no damage inflicted by me, rather the phone was faulty. In this case, I explained that I was going out of town, would be on the road for 7 1/2 hours, that I needed a form of communication, as well as, the GPS Navigation application installed on my Samsung device. I was told that nothing could be done- that either I could pay the $100 deductible or wait the 2 hours that it would take the technician to check the phone, once it was checked, I would not receive a phone for 3-5 business days. You see, my issue is not with the customer service entirely, because they tried to be nice, but my issue is with this company that has received approximately $1,012 dollars from me over the course of 9 months. I pay for service, insurance, and I EXCEPTIONAL service.

After explaining that I would be going out of town, I fully expected that my phone would be delivered next day, or in the very least, I would be able to go to another location and receive the same phone DUE to the fact that I was going out of town, would be driving by myself for seven+ hours. As a single woman communication is everything when hitting the open road. My frustration comes in because the staff DID NOT try to help me. They did NOT try to contact upper management, they did NOT try to get my phone to me overnight versus the 3-5 business days. In addition, I live 27 miles away from the store that I visited, (closer to work).

Here is the correspondence that I received no answer to:
Mr White:

This reply is unacceptable. As a customer, I do not understand how a multimillion dollar corporation easily forgets about the little guy. I feel like my request were within reason, but the fact that your company has not made any amends and from the looks of it, does not plan to. This response has prompted me to seek a review by the FCC. In addition, I would like my contract with Sprint to be made void and the repercussions of the elimination of said contract at this earlier date to be nonexistent,. Please consider this my formal request to be let out of this contract. Here is the response you all posted, I would like to know if you find favor in a reply for a customer who experienced 6 events of horrific customer service over the span of three days.

On Sat, Sep 14, 2013 at 5:48 PM, Overstreet > wrote:
Sprint Corporation
Mr. White
6200 Sprint Parkway
Overland Park, KS 66251

Thank you for passing my correspondence on to a person you deemed acceptable to handle my grievance; however, a mere explanation of the policies of Sprint and their chosen manufacturer in no way absolves this entity of the wrong doing inflicted as outlined in my initial correspondence. Once again, I am without service due to the end result- "nothing" could be done. As you already know, I found the phone call unacceptable, the resolution nonexistent and the overall outcome a true test of my patience.

Due to the inadequate recommendations and lack of action, I have filed a formal complaint with the BBB. If and when this comes back to me, I will be doing whatever I can to raise awareness. I really feel like this company in no way cares about me as a customer, in no way cares about my circumstance, and furthermore has pushed me aside. While there are no doubt others with more pressing situations. The inaction and recommendations coupled with the mediocre service received from this corporation has really driven me to push for a fair solution. Nothing that was proposed has been just and fair, and of course it does not need to be both.

In conclusion, I do hope that my issues can and will be resolved sooner rather than later as I am now approaching the fifth consecutive day of interrupted service, a service that I happily pay for around the 19th of every month.

Kind Regards,
Ms. Overstreet

On Wed, Sep 11, 2013 at 3:24 PM, Overstreet > wrote:
Sprint Corporation
Mr. White
6200 Sprint Parkway
Overland Park, KS 66251

Mr. White:
I hope that this correspondence finds you in good spirits. My name is M. Overstreet and I am a current customer of Sprint. I know that as the Senior Vice President of Corporate Communications and Corporate Social Responsibility, you may very well be the best avenue to communicate my recent deplorable experience with Sprint’s customer service team. Service is above all effortless; it is a drive to accommodate a stakeholder, to complete the order prior to the deadline, to be the BEST.

My recent experience with your customer service staff was anything BUT what I expected, or rather what I had come to expect. You see, I received some of the best customer service when I negotiated my contract with Sprint and for close to 9 months I have had very little to complain about; however, the recent events have substantially diminished my faith in this entity. Without further ado, let me recall the unfortunate events that took place from September 09, 2013 to September 12, 2013.

On September 09, 2013, I got home and plugged my phone in to charge, there was no response. I changed the outlets, naively believing that it was something I had done. The phone simply would not charge. On September 10, 2013, I visited Store #893. The customer service representative was exceptional; he (Anthony) had recently moved from New Orleans to Texas and tried unsuccessfully to figure out what could be wrong with my phone. Above all, he gave exemplary service–service similar to that received at my initiation into the Sprint community. Once he figured that the port was more than likely the issue, he directed me to a close repair store.

From Store #893, I traveled to Store #218079, where the activity was at an all-time high. There were plenty of people there receiving help and I patiently waited my turn. Once the phone was in the hands of the associate, I explained that I really needed my phone because I was due to travel home the next day. Where is home? Home is approximately 7+ hours away from my residence in Spring, TX– hence why I did not WANT but NEEDED my phone. He explained that I could either make a claim and pay $100 (again) as the deductible if I could not wait for the technician to look over the device, or I could wait 2 hours then they would order the phone– I was informed that it would be 3-5 business days before I would receive my new device (even after explaining that I would be leaving to go out of town). Meanwhile, I am staring at a phone that will not be able to be utilized due to the phone not holding a charge. I pay for a service Mr. White– Did I expect more? Yes. Should I have received more? Yes. Am I am disappointed, more so than angry? You bet.

You see my issue does not entirely lie with this lack of customer service, because they attempted to be nice, but my issue with this company that has received payment for services that they have not rendered. After explaining that I would be leaving to go out of town, I fully expected that my phone would be delivered next day, or in the very least, I would be able to go to another location and receive the same phone within a 24-HR window only due to the fact that I was preparing for a 7+ hour long road trip where I utilize my phone for both emergency and navigational purposes.

In addition, my frustrations stem from the definitive lack of care. I live roughly 27 miles from Store #218079. Do you think that asked me if I would like to receive the phone to my home or perhaps a closer location? No. Do you think that I left that store feeling good about my commitment to this company? NO.

The customer is NOT always right. The customer is sometimes wrong. I see it every day. In this situation, not only did I have to change my vacation plans, but I also had to revise all of my travel arrangements with those corresponding plans. Within this incident, the customer was indeed right.

I did not want to accept that ‘nothing’ could be done. I got up the next morning (September 11, 2013) and said I will see if I can chat with an agent who may be able to tell me more information. This was approximately 33 minutes of my life that I can never get back. I was treated with horrific service. I was transferred to Assurion twice, denied access to upper level management, placed on hold for approximately 17 of those 33 minutes, and above all things– my issue was never resolved. I have included the correspondence from your agents, as I did try all avenues of communication to get this resolved. May be you can help them in the future, both instances I was dismissed– with NO resolution to my issue.

Lastly, I placed a call back to store #218079, and asked if I could speak with their District Manager or if there was someone else who could accommodate my request. After being placed on a brief hold from a representative who did not introduce themselves, I was told that my phone was scheduled for delivery tomorrow. This, after being told that ‘nothing’ could be done. This, after being without my only form of communication for 48 hours. To say I am ‘upset’ would be the understatement of the year. You will notice that both in my phone calls, chat windows, and physical communication efforts with the staff of your company- I never cursed. I never raised my voice. I maintained patience. This one incident has forever tainted my view of this company. I know that an entity this size may very well never provide consistent exceptional customer service, but my days of no resolution, of ‘nothing’ could be done, of the client revising vacation plans due to this unacceptable service is a terribly hard pill to swallow.

As the overseer of corporate communication, issue resolution, and external relations, amongst a multitude of other duties, I fully expect for you to understand the power of one. I know, I know, I am just ONE customer. ONE insignificant portion of revenue. ONE negative review. Mr. White, I feel that you need to understand, as a man in your role for so many years does, that the power of one can fuel the voice of many. With my unfortunate events, one has to wonder how many other valuable consumers have received this poor service.

In closing, I would just like to state that my intention was to bring attention to an issue that will cost you. Providing poor customer relations for a paid service is unacceptable. I hope you have time to really read this letter. I hope your really understand my view. That was my sole intention– to bring attention.


Ms Overstreet

Lastly, I would like to share
Nikki's response. I asked to be let out of my contract when they did not reimburse me or in no way to my knowledge thought that the horrible customer service and the lack of services was adequate:

Dear Ms. Bright:
Sprint is in receipt of the above-referenced rebuttal statement filed by Ms. Overstreet. We again apologize to Ms. Overstreet for any inconvenience she may have experienced while attempting to resolve her concerns.

As indicated within our previous response, we spoke with Ms. Overstreet on September 12, 2013. During that conversation, we explained to her that we were contacting her due to the e-mail that she sent to Mr. White. After Ms. Overstreet sent a second e-mail to Mr. White, we attempted to reach her again; unfortunately, we were only able to leave a voicemail message for her. We subsequently received a voicemail from her indicating that she did not want to be contacted unless we were going to honor her requests.
In our previous response, we stated that our Terms and Conditions of Service note that we do not manufacture devices that we may sell or that are associated with our services, and we are not responsible for any defects, acts or omissions of the manufacturer. The only warranties on the devices are the limited warranties provided by the manufacturer directly. Therefore, we respectfully decline Ms. Overstreet’s request to waive any applicable Early Termination Fee.

We have taken considerable time researching Ms. Overstreet’s concerns. After discussing this matter with the Executive & Regulatory Services team, I am confident that all of her issues have been fully addressed and resolved. Therefore, all subsequent inquiries will be met with the same response.

If Ms. Overstreet has new information that was not previously submitted regarding this issue, please contact me by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280 or directly at (817) 215-3542. I am available Monday through Friday between 9 a.m. and 5 p.m., Central Time.

Executive Services Analyst

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Posted by FoDaddy19 on 2013-09-28:
They are correct. You issue with the manufacturer of the phone. Sprint just provides the service to the phone. It's entirely reasonable to expect a day or two turn around time when a phone needs to be replaced under warranty. I understand it inconvenienced you, but neither Sprint nor Samsung has anything to do with your vacation plans. I've said it before and I'll say it again
Posted by markeesha.overstreet on 2013-09-30:
I appreciate your feedback and I would expect that people would have that but when it was deciphered that it was not due to me but rather a device issued to me with the Sprint Logo on it, more should have been done. Thanks for your comment.
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