Sprint PCS Consumer Reviews - Page 4

On July 22nd, 2006 I decided to change our plan to the Fair and Flexible plan. I spoke with a representative who was very helpful. She advised that because it was the day after the billing cycle we were changing plans at the perfect time. This did not turn out to be true.

I received my bill in the month of August. It was for two months worth of service. I called into customer service and was informed by the representative that this is how the Fair and Flexible plan works. I am being billed for the current month and a month in advance. The representative then informed me that I would not receive a bill in September.

September 28th I received a bill. I called customer service. He advised that I should not have received the bill being that the month prior I paid for two months worth of service. He adjusted the bill and informed me it would be due on October 18th, 2006.

October 22nd my wife and I upgraded our phones at one of your kiosk's stationed in Costco. The service was poor and confirmed that in the future we would deal directly with a Sprint store. October 24th I reviewed my bill online. I called into customer service to see why it was so high. The representative advised that he is sending the account for review to find out why we are being charged $ .40 a minute.

October 25th I called to inquire about text messaging. I was advised that text messaging was promotional for the first 30 days. Thereafter, it would be $15.00 a month for unlimited texts or $ .10 per text. October 27th I spoke with a gentleman who informed me he was a supervisor. He advised that the previous representatives update to my plan moved one of our phones to a $.40 per minute plan. My bill was adjusted and due on 11/17/06. November 21st we dropped the vision pack from our service and was informed that text messages were $.15 per text. This is different from what we were told back on October 25th.

November 21st we returned one of the cell phones to the kiosk in Costco (model 3784). We were still within our 30 day grace period and realized what we were sold was not what it was made out to be. If the representatives gave detailed information about the products at the time of purchase we would never had gotten this phone. The phone we purchased in place was the Katana. Once at home, the phone was not working properly. I called customer service and was on the line with for 11 minutes and then we were disconnected. I called back and spoke with a supervisor, who corrected the profile.

November 27th I received another incorrect bill due on 12/18/06. I was still being charged $.40 a minute on one of my phone lines. Spoke with a representative at 4:15 p.m. in customer service. He advised that the incorrect code was attached to my line and that it was now changed. I then requested to speak with a manager and was transferred. He advised that he will make a special note to watch my account for the month. He confirmed that my bill would now be $102.45.

November 27th my phone was suspended. This was discovered while I was at the airport and was in need of my phone. November 28th I was advised by customer service at 6:15 a.m. that there was no plan code on my phone. She walked me through the prompts to add it back on. I requested to speak with a manager and this one was the WORST of all. I explained to him my anger at this point. His response to me and I quote, “What do you want from me? You have been compensated $93.40.”

I advised that Sprint did not give me $93.40 for all the time, effort, and frustration that I have had to deal with month after month. The $93.40 was compensation for the error your company made on my account. I highly suggest if your company works like any other call center and has any type of diffusing anger protocols in place, he needs to take some time out and read it. I had to call back into customer service at 6:45 a.m. She had to reprogram my phone because it was now going straight to voicemail.

I guess the supervisor who was to watch my plan when I called in November forgot because it still wasn't right in December. December 30th I spoke with customer service. She had to reverse $10.40 because one of the phones was still on the $.40 a minute plan from November 22nd through November 27th.

I have since received my bill due in February. To my surprise it was correct. I have spent too many hours working with your company to correct an error on your part. I can honestly say that most of the customer service representatives that I spoke with, although did not resolve the issue, were friendly and helpful. It is those that you call managers/supervisors who were unacceptable. I will not make any changes to my plan or upgrade my phones while we are under contract. It is unfortunate that I feel this way but I do not want to deal with six months worth of problems. I will not be resigning with your company nor will I recommend it to anyone I know.

In May 2006, my daughter, who was stationed in Norfolk, Virginia was having problems with her Sprint cellphone (she had been with Sprint for 8 years) and took it to the local Sprint store. They advised her that her phone couldn't be repaired and they would "give" her a new phone, which would be shipped to her. She told them she was being relocated to Japan and didn't need another phone. The next week she came home for a few days before leaving for deployment to Japan. While she was at home, the new Sprint phone arrived. She called Sprint and told them the story... she didn't want another phone... she was leaving for Japan in a few days.

The next day, she had a huge going-away party (300+ people) and the phone disappeared. We didn't worry or contact Sprint because they had said they would inactivate the phone. In June (after she had left for Japan), I received her Sprint bill. $90.89, which was for the new phone. She had (she thought) already inactivated her old phone. I called Sprint and the first thing they wanted was a power of attorney, giving me authority to handle her affairs while she was deployed. I faxed the POA to them... no problem, until July. The bill was now $156.00 and included 135 "Crystal Ball" charges at .50 each.

Again, I called Sprint. Again, they asked for the POA. I informed them that I had already faxed it to "Dennis"... of course, they didn't know Dennis. After faxing the POA again, I called to tell them again that the phone was stolen, and what is "Crystal Ball" anyway??? They went into a spill about "third-party charges" and there was nothing they could do, that I would have to call a certain number FROM THE PHONE to get it stopped. DUH!!! THE PHONE WAS STOLEN!!! Another bill arrived in August... more "Crystal Ball" charges and I called again, explaining to them that the phone was stolen... blah, blah, blah.

She said "Yes, I see where you reported it stolen in July. I will issue a credit of $67.50 for the crystal ball charges and $22.00 military discount." Which was never done. I ignored September's bill. By October, the charges were up to $323.00. I took the bills (including my notes, who I talked to, dates, gist of the conversation, etc.) AND MY POWER OF ATTORNEY to a Sprint store. The assistant manager was very nice and offered to call Customer Service herself. She talked to a complete JERK on the phone for 30 minutes... the conversation steadily going downhill.

She asked to talk to his supervisor, to which he informed her SHE COULDN'T TALK TO HIS SUPERVISOR. This was a Sprint employee, now. Now here it is February 2007 and I received her bill for $626.27, which includes $150.00 termination fee on BOTH phones. I called AGAIN and told them AGAIN the whole story. Also reminded them she didn't want the phone in the first place and she's been in Japan since May and she's not going to pay this bill! Guess what they asked for?? You got it... the power of attorney.

Now I'm on this website looking for an address to send copies of all of these notes and bills... and of course, my power of attorney. Does anyone have an address to send a complaint to... someone who can actually do something about this?

RICHMOND, VIRGINIA -- In January 2006, I was offered a free cell phone for a "free third line" on my Sprint PCS family plan. I accepted this offer, and since then I have lost hundreds of dollars in billing errors, and have spent hours trying to get that money back. In September 2006, I noticed an unusually large bill (over $200) and looked over the details. I realized my third line was being charged 10 cents a minute for EVERY anytime minute used, rather than being included in the 800 anytime minutes provided by the plan. I looked at my past bills and realized that the same thing had happened on all the bills since I added the phone.

I called customer service prepared to explain the mistake and go over the bills to get the money back. I first spoke with a woman who kept repeating in broken English that my plan included 800 anytime minutes, I used 236 anytime minutes and used an additional 500 anytime minutes for which I was charged. That was the same information sitting in front of me on my bill! I tried to get her to do the math- she didn't seem to think anything was wrong, so I gave up with her and called again later.

The second representative was considerably more receptive to my problems, and after about ten minutes of me explaining and her looking through the bill, she agreed to refund the $50 I had been overcharged on that bill. She said my plan had been set up incorrectly and promised she would have "them" do a study to correct the problem. I thanked her and asked her to look at the previous bills since the same mistake had been made on them. She said she wasn't able to go back to bills that had already been paid. She gave me a number to what she said was a "high end" customer service center.

I called the number. I was eventually returned to the same customer service representatives I had just spoken to. The new representative told me if I felt I had been unjustly charged on my former bills, I could petition in writing the charges I thought were unfair and send the bills to prove it. I asked the address to which I should send my petition, and he said he didn't know, but he would take my number and have his supervisor call me. That never happened.

I gathered the bills and wrote an explanation of what was wrong with each, which took a considerable amount of time. The next month, I received my bill with the same mistakes and went through the same lengthy explanation. I was finally given an address to send my petition to. I sent it.

It is now February, 2007. My bills are still incorrect. Every month I make two or more phone calls to get my money back and receive an empty promise that my plan will be corrected and next month's bill will not have the same mistakes. I have not received any response to my written query, and am slowly giving up hope that I will ever see any of that money again. I would like to cancel my service with Sprint, but I am told I would have to pay the cancellation fee even though I go through this every month.

I caution you to check your Sprint bills before paying them! After they get their money, they couldn't care less about their billing errors. I have been a Sprint customer for five years and am infuriated that they care so little about customer satisfaction. If anyone has any suggestions or has been through this before, I would appreciate your comments.

I discovered unauthorized charges on my bank account on October 20, 2006, all coming from Sprint Wireless Services. At that point, I closed down my debit card and told them to put a flag on the account so that no further charges were to come through from Sprint Wireless Services. I then called the 800# associated with the transactions and found out that it was the Nextel portion of Sprint.

I don't have a Nextel account. I do however, have a Sprint account, but when I make my phone payments, the transaction says Sprint Customer Care, not Sprint Wireless Services. Once I notified the fraud department of my bank (HSBC), I asked if I go further back in my bank account and discover more charges, will I be able to add to the claim.

I was told yes, I can add up to 90 days from the date of the claim, and they can enter that over the phone. Anything going further back than 90, I would have to write a letter to Corporate Security listing all the fraudulent charges, and the dates on which they occurred.

As I went further back into my account, I noticed that there were multiple charges each month from Sprint Wireless Services, and all for different amounts. I called the fraud department back and added to the claim. I also asked again if I was to write that letter to corporate security and I was told to do so, and that I should do it as soon as possible, for they only have a certain amount of time to investigate.

I was told that an affidavit of the fraudulent charges would be mailed to me, and I have to sign it and either fax it back or mail it in to the address provided. I received the affidavit, signed it and faxed it back. I then wrote the letter to corporate security. HSBC fraud department said that once they receive my affidavit, and investigation would begin, and I would be notified of exactly what is going on with my debit card.

In the meantime, I called the 800# at Sprint to find out why they were taking these charges out of my bank account. Since it is the Nextel portion and I don't have a Nextel account, they had no way of looking up any information and they transferred me to Sprint since I have an account with them. Sprint also could not find anything because these charges are not stemming from my phone account. I was then told that I had to dispute these charges with my bank and there was nothing else they could do.

About a week later, I received a credit of a little over a thousand dollars for the fraudulent claims. I was happy with that, thinking that I would get the rest that stem from January, at a later date. On December 2, I get a letter from HSBC Corporate Security, saying that they will be reversing the credit they had given me on 12/05/06. The letter also stated that I would receive a credit for $300. I didn't know why they would be reversing the credit, so I had to wait until Monday, 12/04/06 to call the department.

I spoke with ** at Corporate Sec. who was handling my claim. She said since I waited beyond the 120 days from the date of discovery, they can only refund me the first three statements worth of charges, starting with the date of the first fraudulent charge, which was January 17, 2006. There was no fraudulent activity in February or March, so I only got back January's transactions which totaled $300.08, and they reversed the one thousand dollars out of my account, making it go almost $500 in the negative.

I told ** that I received an entirely different story from the fraud department. I let her know that two different people had said that all I had to do was write a letter for the earlier charges and I would get that back as well. She apologized for me being misinformed, but there was nothing else she could do. I asked her what would happen if something else tries to be debited tomorrow, she said again, there was nothing she could do. I would have to go take this up with Sprint. I had two more charges in November on my new card, but MasterCard fraud department has helped me with those.

I spoke to an investigator at HSBC, because my understanding was that this matter was to be investigated. She gave me the same story ** gave me, about how it's past the 120 days. I let her know that I made a claim in October for charges that occurred in September (well within 120 days - these charges were current, but for some odd reason, they can only start from the date of discovery which was January).

I told her that Sprint is unwilling to help me, so I'm stuck and I don't know who I can go to next. She then offered to call the 800# from Nextel with me. We finally got in touch with a live person at Nextel fraud department, and that representative told me to file a police report. She said they were unable to do anything until they receive the papers from the police dept. and then the investigation would begin.

I took the day off (12/7) to go back to HSBC, and try some of the tactics that I read on ripoffreport.com to try to get my money back. I told the customer service rep that according to federal regulation E, I was entitled to my money back, no matter how long ago this occurred. I told her that I would have to either pursue legal action, or take this to the media. There was nothing she could do. I got ** to fax over papers stating all the fraudulent charges so that I can have evidence for my police report.

I filled out an affidavit of fraudulent activity at the bank, had it notarized and went back to the police station. I spoke with an officer who said that they can not file a police report because they do not have any proof of anything criminal. It's just my word saying it's not my account. If they had something from Sprint saying this account is not mine, however I've been charged for it, then they could process a police report. Other than that, I'm stuck again.

I was trying to get the name of the bank that is processing these payments for Sprint. Neither Sprint nor HSBC has that information. I was going to use that tactic to call that bank and let them know they are participating in illegal activity. However, I can not get the name. All I know is that it says Sprint Wireless Services, 800-639-6111 CO.

Sprint even tried taking $105 out of my account on 12/6, but they were trying to use the canceled card and it wouldn't go through. They made two attempts to take the money that day. The bad part is that they are still attempting to take money from me to pay for an account I do not have! It's not a double billing for my phone account, these are all different amounts each month (Ex. $60, $30, $294, $80 - all in one month).

As soon as I post this, I will be contacting the Attorney General's office. Something needs to be done. This is about $2000 of my money that Sprint Wireless Services has stolen from me and my bank will not investigate. I hope no one else has to go through this because this is a nightmare in more ways than one. If anyone out there has any advice as to how I can get my money back, please post a response. Thanks for taking the time to read this.

AUSTIN, TEXAS -- I have been a Sprint customer for 5 and 1/2 months now and am so disappointed. Before Sprint I was a T-mobile customer for 4 years. I came to Sprint because I like the plan where the minutes start at 7 P.M. So I went to the store to open a family plan. When I got there the phones that were on special were sold out. So I got 2 free phones instead of the ones I wanted. I had always had a sim card in my T-mobile phones and asked if the LG phones I was getting had sim cards I was told yes. Though they were kind of plain they were free.

I was told if I bought the protection plans for the phones I could always upgrade them. So I fell for that lie and bought the protection plan and road side assistance and 500 text messages. So I thought. I had used my phones for 34 days when I started having problems with my phones. Both phones were freezing and dropping calls and dying. I took them to the store only to find out I paid for an insurance and road side assistance but they were not added to my phones. Now I could not buy ins. because the phones were over 30 days old.

I was refunded the money for my ins. but charged double for my road side assistance because it was over 30 days past purchase date. I was told I could pay $50's to repair the phones or buy new one for regular before sale prices. And the cheapest phone was the one I had and it was 179.00. I said forget it and kept my phone. 4 months later my phone is so bad I can hardly use it and the other phone will not end a call unless you pull the battery out. So I called customer care who said I had the wrong software on my phones from the get go. They and tech support had me call *2 and downloaded software.

The software fried my phone boards and I could not use either of the phones. They were saying not a valid Sprint PCS user when I tried to make a call. So I called back and was told by customer care I was lying and Sprint does not do upgrades over the phone. When I had her transfer me to tech support and stay online tech support said they do upgrades but they are not supposed to. I then asked about all my contact. Tech support said no they are gone because my board is fried. So I asked if they were saved on my sim card and was then told Sprint PCS phones do not come with sim cards.

I said no mine has a sim card. I was told by the lady I bought it from it had one. I was then told that my phone does not even accept sim cards and my board was fried and I need to take it to the Sprint store where I bought it. So I took it there very angry and explained what all had happened to me. They said sorry and that they knew what girl had told me that and she no longer works there. But they did not have a service center. So I had to take it to another Sprint store where they gave me the same phone but only this is a refurb.

So at this point I have 2 phones not working due to Sprint frying my board and was given one refurb for my new non working phone and told I have to pay for the other phone to be serviced when Sprint had fried the boards in the first place. So I threw a fit and called customer care. They did not care.

I was told to buy new phones at non sale price then. So I said no I am going to cancel if I am not able to buy a phone at new customer rates. I was told no by 4 people 2 of them were managers. So I refused to pay my bill. If they say anything to me about not paying the bill I will tell them I signed a contract under false agreements. Sprint is not keeping their end of the deal I will not keep mine.

I'll quickly summarize before I get into more detail. I've been with Sprint for about 6 years. For the most part I was content with the telephone service and pricing. I hardly ever upgrade my phone, changed my plan, or used my rebates so it was rare that I called in for anything other than making a payment. Although when I switched work and required some upgrades I was not pleased. I have had nothing short of a nightmare dealing with Sprint.

I wouldn't say it's necessarily their CSR's but more like the policies upper management has set up. I think many CSR's are doing what they can but I personally think that Sprint has some very shady sales tactics and billing policies. I feel the way they handle things like service changes, billing, and especially contract renewal is very sloppy and downright deceitful.

Back in June I was looking at some new phones at a local Radio Shack and perhaps maybe even switching carriers. I had an idea that my contract may be ending soon so this would be an ideal time. I contemplated switching over with Cingular while I was browsing the store. But first I thought I'd call Sprint and see what they might offer a loyal customer since 2001.

The first person I talked to was a first level CSR. I asked if I had any rebate offers for a phone upgrade. I was told 2 of the 3 lines were eligible for a $75 upgrade rebate. I explained that I could get at least 1 new $200+ phone free right now at the store if I just signed up with Cingular or Verizon. I asked when my contract was up and we both realized I was out of contract for some time now (no ETF if I canceled). She promptly said "let me transfer you to someone who can better assist you".

So I reiterate what I just explained to the rep. earlier. He seems very friendly but starts sounding like a used car salesman. He starts telling me how he would "love to make my day wonderful" and give me a bunch of discounts if I stay with Sprint. He asked me what phone I had in mind. I told him I might be interested in something like the Samsung model I saw at the store.

So after some small talk and lots of holding he says he can get me two of those phones - for free. Great! Then he goes on and begins pushing (offering really) all these cool services like Vision, Pic mail, Unlimited SMS, N&W @7PM, Roadside Assist., 10% off, etc. My interest is slightly peaked but I'm not really all that interested with that stuff. I was happy with just the phones. My primary concerned was the bill going up. So at first I said I'll pass. Although he really keeps insisting. I kept expressing how I didn't want my MRC ($100+taxes) to change at all. So I let him know (again) I'm only interested in add. services if they won't affect my current MRC (basically free).

He's like "I would love to make your day... and since you've been such a loyal customer I will gladly offer them to you at no additional charge." So he promises all the above mentioned services for FREE! So of course now I'm interested. Again, insisting ONLY if my bill would "never exceed the current $100/month". He promised multiple times that it would absolutely not. So I agreed to it all and signed up for a 2 year contract. I left the store feeling great, thinking I got a great plan and two new phones.

The next week I get the new phones. Cool. Then the next month I get the invoice and I start feeling a bit less wonderful. The bill is for about $200. I go online to check it out and see this big list of charges. $15 here for this, $10 here for this, $5 here, $4 for that...etc. I call CS and question why there are no credits or discounts for these? They said there is nothing they can do about the charges and basically I was insane thinking these services would be free. Every time I spoke to them I was calm and concise but I kept being treated like I was some kind of liar.

When I asked to speak to a supervisor I would get things like "she's at lunch - call back in an hour or so", "there is nothing they can do for you that I can't" and once a straight up "no". I was getting pretty upset. During one of that later calls I told them they can have their phones back and would love to wash my hands clean of Sprint for good, no matter what the costs.

Three hours later I finally get retentions again. I now started to get apologizes and sweet talked...into renegotiating another deal to stay with Sprint. I said, "we'€™ll see..." (being threatened with a possible $600 ETF). So I get out the micro recorder and notify them I am recording all conversations and the rep said "that's fine". I get offered back my original 2000 min shared on three lines for $100/m. On top of that we agreed for Vision, Pics, N&W @ 7pm, and 500 SMS, on all lines at no extra charge. I said I would not hang up and agree to anything unless I got something in writing.

We go back and forth about this and I keep getting "we're not allowed to do that" (any written confirmations - no letters, no taxes, no emails, nothing). So to make a long story a little shorter, three hours later I finally got them to send me an email from the rep confirming the Vision, Pics, N&W @ 7pm, and 500 SMS, free for the life of the agreement. So I saved the email, printed out a few copies, verified that they understood and agreed that the conversation was taped - finally said thank you and hung up (after the latest 2.5 hour conversation).

The next month and the bill was off - again. Another lengthy phone call (once again taped) and I was told that the adjustments have been made. Almost. It takes 2 cycles later to get an invoice that was in range (~$100+taxes) . My bill finally seems correct (for now). I will be making sure to watch it more closely from now until the end of my contract.

I find it disturbing that an established enterprise as large as Sprint is practicing sales techniques and customer service akin to that of a sleazy car dealership. There seems to be a huge disconnect between departments that deal with customers. Although, I have noticed the one thing they seem to agree on is the ideal of denial and to never admit or commit. When these two years are up I will absolutely make my best efforts to avoid Sprint for any services ever again. I can only pray that this recent lucky streak holds.

SAN FRANCISCO, CALIFORNIA -- On October 05, 2006 I called Sprint customer service with the intention of changing my Wireless Cell phone plan. I wanted to increase my “anytime” minutes from 700 to 1000 because I recently started using my phone for work purposes and my usage had greatly increased. I explained to the Sprint representative that I wanted to change my plan without signing a new contract. I had already fulfilled my previous two-year contract and as a rule I don't like being bound to these kinds of service agreements. I agreed to the first two years because of the large discount I received on the purchase of the phone.

The representative looks at my account and informs me I had called in March inquiring about a “5% discount offer” and had agreed to an additional two-year contract in exchange for this discount. I told the representative that this was completely false. She acted shocked and very concerned that such a thing had taken place and told me that if this was true it was a case of fraud. She told me she would open a case on the incident and get back to me. I asked her if I could get a case number to which she said no she did not and wouldn't have one until she spoke with her supervisors but as soon as she did she would call me back with it.

As of 10 October 2006 I had not received a call from Sprint regarding this issue so I called them back. I spoke with another representative who after looking at my account for a very long ten minutes informed me no case had been opened, no record of my previous call existed. I was outraged and asked to speak to her supervisor. After about five minutes on hold her supervisor came on the line and informed me that I had signed up for an extra two-year contract and that was pretty much that.

I asked him why an inquiry into the Fraud allegation hadn't been opened. He told me that I had signed up and they had proof so there would be no inquiry because the entire process had been verified by a “third party” “who knew my full Social Security number”. I told him these were lies to which he said “It'll all hold up in Court” and since I was getting upset about all of this I must be the one lying about it!

In addition he said that a letter was sent to my residence telling me of this offer and I had thirty days to reject it and because I didn't reject it was a sign of my acceptance. I can't quote the exact law but I know sending someone an offer to which requires them to reject with the consequence of them not doing so automatically opts them in is illegal. I am very much interested in a class action lawsuit against these creeps!

If you use Sprint's service or make payments on or after the effective date of change, you have accepted the changes. If Sprint changes a material term of the agreement and that change has a material adverse effect on you, you can terminate the agreement without a fee by calling 1-888-567-5528 within 30 days after the change goes into effect. The fee hike just went into effect October 1. They say you only have a month to get out of your contract.

NEW YORK, NEW YORK -- On March 8, 2006, I had the following problem with your wireless service. My phone was shut off because I was over the credit limit set for my account (why the money was automatically taken from my account is beyond me). While this sounds like a personal problem it wasn'€™t. When I signed up for the plan back in July I signed up for 700 or 800 minutes but within two months or less I realized my mistake and called customer service requesting a lower limit on minutes.

At the time of speaking to the representative she and I joked about the fact that if I did go over my limit I would only have to pay an additional $5 for every 50 minutes I went over my plan. While on hold for 8-10 minutes (which is standard for Sprint) I do remember hearing the message that the call was being recorded for quality assurance so I thought nothing of double checking on my account, because after all the call was being recorded so why would the rep make an error?

That same morning I received word that my father had passed away and I began to make calls to my siblings to offer comfort etc. When my phone was cut off on that same afternoon I didn't think anything of it. I just paid the bill. (If you will look at my account I set up direct withdrawal to keep me from having to write checks, etc. but most of the time the direct withdrawal doesn'€™t work, and instead I am forced to spend 20 minutes of my time on hold while I speak to a representative who can take my payment) and continued to call my siblings within the USA.

Less than 24 hours (March 9) later my phone was cut off again for going over the limit. When I called customer service not one of your representatives could help me solve the problem. I explained for over two hours that the plan that I initially believed I was on was the $5 for 50 minutes increment, however, not one person I spoke to that day helped.

Even after explaining that 1) I rarely look at my bills because they average the same amount every month; 2) I rarely use more than the allotted 500 minutes per month so how would I know what the name of plan was or even why it was named that; 3) I took the woman'€™s word (your representative) that the $5/50minute increment plan was what I signed up for so why would I question it and the bigger question is how could I prove it when I've never gone over my allotted minutes?

It's clear that my bill is paid every month on time, and it's even clearer that I rarely go over the allotted minutes, so why was it so unclear that not one of your representatives, couldn't adjust my account accordingly? What I expected from your representatives was to be placed on the plan that I initially was told I was on, instead I got an extra free 30 minutes to last me through the weekend. Unacceptable.

It wasn't until Friday night that I finally spoke to someone in Idaho (Tracy) who actually listened and then helped. Why it took 5 representative 3 hours to do nothing more than let me stew in the death of my father and the loss of communication with my sisters while I begged for some clarification on why my plan wasn't changed months and months ago when I reduced my initial minutes was beyond me.

Action Requested: I believe that Sprint should remedy this in the following way: My invoices should be adjusted retroactively to reflect that the plan ($5 for 50 minutes or Fair and Flexible, I believe it's called) I was told I was on, in August 2005, is in fact the plan I am on and have been on. I also would like your company to waive the early termination fee and allow me to find a carrier who I feel does more than spout sentiments that customers want to hear.

I want a formal apology from Sprint for making such a terrible mistake and not correcting it immediately. I find it reprehensible that an organization as large as Sprint would charge me $.40 per minute without taking into account the fact that the plan I signed up for wasn't the one I was actually on. I shouldn't have to over explain that a mistake was made, it was made, it should be corrected and that should be the end of it.

As an aside, I have 6 siblings, countless nieces and nephews, my father had 4 siblings and countless cousins, and do you know that out of the 130 people I spoke to at the funeral only 4 of us used Sprint? That speaks volumes in and of itself. Thank you and I look forward to hearing your response.

TENNESSEE -- I am a Rep and I have to say I get my share of complaints, but I also get compliments as well. Sprint has the largest digital network in the USA and the best features for phones-Bar None! What I have read today are legit complaints that should be resolved but sometimes things are out of our hands. When you speak with a Rep you are getting frontline help; WE take care of the customers everyday and when a request comes in for a supervisor you are only giving yourself the short end of the straw.

Our supervisors are there more for us the employees then for the customers. They do not take calls on a regular basis and you will not get to speak to the same one twice. This is because the call is handled by one that can be found to take the call. This is not to say they do not know what they are doing but Reps handle the same calls over and over where supervisors only on occasion. I personally would rather deal with someone that knows that deals with issues on a regular basis then a sometime basis!

And I will promise you that your request for a supervisor will not guarantee you a credit. When we get a supervisor on the phone before the transfer we have to give them information in regards to why we are escalating the call... I know there are some Reps that do not have all knowledge. I have worked for Sprint for almost 7 years and I am not all-knowing. Changes happen all the time. That's life and I personally try my best to help each of my customers, even the rude ones. But in all honesty if you call me and tell me what I better do or else or cuss me out because of something I had no control over then you have already alienated yourself.

I try everyday to deal with issues that have been the result of another Rep's error and I will fix it but unfortunately I cannot give you the farm... There is no credit available for your time or inconvenience. Sorry! I have had issues with other companies and they don't give me money for my trouble. For example the Electric Co did not send me out a bill or late notice. Only turned off my electric not only did I have to pay the bill but also a reconnect fee. Was I really responsible for that? Maybe not but I sure wanted my lights back on so I paid it.

There will always be times that you may not like the outcome but believe me there are more Reps that try to take care of you then not and most times that Reps are called rude and uncaring is because we don't always do what is wanted... For example if there is an error on your bill why should it be thought that the whole bill of let's say $100.00 should be wiped out because of a $25 error? That's insane.

And another thing; just because you have been with PCS for years does not qualify you for free phones... If you drive a Chevy for 10 years and you want the new model will the Chevrolet Dealer give you a free car? I think not!
We have many benefits available for new and existing customers but like everything else in life there are some requirements; like a new contract for a new phone. I just want to give you some food for thought... Have a Great Day!

BUFFALO, NEW YORK -- I live in a suburb of Buffalo NY. After Christmas I went to the Sprint store to purchase a new phone being my old one of 3 years broke (spring from flip came off). They told me they could fix it, but I wouldn't have it back for two weeks. Whatever, I needed a new phone anyhow. Took my son's phone in to be fixed as well.

I purchased my new phone. Left it there for them to transfer my old phone numbers into my new phone, and left my son's phone there to be fixed as well. I was told to come back in two hours. So I did. They went on about how my old phone wouldn't turn on. They couldn't transfer numbers. My son's phone apparently suffered water damage (it didn't). So we had to pay for a new phone for him as well. 249.00. They wanted to keep my old phone and my son's old phone. Buy them back for 25 dollars (to be applied to account only) I told them no.

After they put up a fuss, I win. I grabbed my phones off of the counter. After I paid for all my new phones, I get my new phone home. There isn't any service. I charge up my old phone. It works. It's on and charging. I took my son's old phone to be looked at. It never suffered water damage. It was merely a dead battery. They never took these two old phones "in the back" to even do what they were to do with them. They never put my service for my new phone into the computer until I went back 24 hours later and apologized for their mistake.

Now... 3 months later, I take my son's Samsung 3-month-old phone in because it had a broken antenna and power would cut in and out. I asked them to put a new antenna on it and maybe a new battery and I wanted to pay my bill. So they write out the order slip to take "in the back". Tell me to come back in two hours for it. In the meantime, they punch up my account for bill paying. Sales rep states, "OH MY. Looks as if you are entitled to a 3rd line on your PHONE! How awesome. What do you think?" Being that I was thinking of getting a 3rd line for my other son, I thought "why not."

I said how much are the phones? "She said, "Instant rebate! Pick out whatever you want." So I did. The good 279.00 phone. She starts doing whatever on my account again and says, "OH NO. You are on a restrictive account so you need to pay 125.00 that you will get back in a year." Now that my younger son was with me, I couldn't say no and let him down. So whatever. I paid it... then the total is 267.something odd cents. I said WHAT??? I thought there was an instant rebate? She said "There is.. for 150". I'm trapped now anyhow... WTH!

I come back two hours later for the 3-month-old phone. "It suffered a hard FALL, there is a crack in it" I was told!! My son never leaves the house with it. (goes to school then off to work from 3-9pm) My home is all carpeted. Even the basement. So, falls or hard hits aren't covered under warranty. I need to buy a new phone!! And the antenna wasn't even fixed!!

I asked to see my phone. And of course, it came out from "the back" and sure enough... it looked as if it was taken apart and there was a LARGE crack in it. This phone WAS NOT in this shape when I took it there. I looked all over the phone before I took it in. There were no cracks or damages on it! She gave me the phone back... told me to go in tomorrow to speak to the "Manager". I left the phone and told her FIX the antenna as I asked!!! We will see what happens tomorrow. I will keep you all updated.