FLORIDA -- We purchased (2) IPhone 5S phones and (1) IPhone 4S outright, we own the phones totally. We were the first in the Speedway store to get the new promotion that Sprint offered, $100.00 per month for the family 20GB data share plan. Sprint was supposed to pay for our cancellation fees with AT&T as well, when we received our cancellation bill from AT&T we brought it right over to the Speedway store and they made a copy and sent it in, they stated that it would be around 30 days before we would receive our visa/Mastercard with the money that we already paid to cancel with AT&T. It was close to a month I called them and they said that they received the wrong paper bill from us. I could not even understand how someone at the store could have made such an error! I re-sent in the proper paperwork and also went to the store to have them do this again. So 10/17/14 we sent the first one in and on 11/17/14 the second one was sent in. Now when I try to check it with the confirmation number it states that it can not find an offer matching the number I provided. Wow! Upon purchase of the phones and the plan we were talked into getting two tablets FREE of charge, we told the employees that we did not need them, They stated that, they are free so you might as well, we discussed at length how "FREE" they would be, they both informed us that we would not be charged a penny for anything that has to do with the tablets. Ha no surprise when I spoke to the woman at Sprint she told me that we were in fact being charged for the tablets and we still owe $219.99 on each of them. Wow! We are also being charged access fees for all phones and term access charges. With this we are being charged each month for the phones again, we already bought them outright.
I have spent tireless hours since August on this issue. My patience is wearing a bit thin since I can not get anyone to help me or I get, let me call you back today, we are working on it now and never receive a call back. I have never in my life had so many problems with a carrier and have been lied to constantly. We are not a rich people and can not keep giving Sprint money and not expect the money that is owed to us and not in the form of credit, we gave money out of our pocket and expect the same courtesy of getting the money back to put back in our account. I can go on all day on what we have been going through for all these months.
We have since tried to cancel our phones and tablets, that we never wanted, the phones were not on contract. It took a good month to actually get all canceled. We figured, why should we keep paying all the charges that we should not be paying, they will NOT fix anything for us and correct the bill. We are now trying to get our money back, which totals around $1200-$1400. I have called so many times and I have ALL the conversations and details of everything I need in a file waiting for someone to help us. I called on May 8th and spoke to Robert in the Arizona call center, without me even asking he found that Sprint owes us about $1200, he didn't search anymore, just wanted to get it to the correct people so they can cut me a check. The "Right People" declined this and said they don't see anything where we paid extra. Ha, I have everything that states otherwise and the detailed notes from Maycom and Robert. I continue to call this call center and try to speak to Robert but I get a different story each time. I have his Employee ID# but no one can help. Amazing!!
I will not give up on this. I do not like people who make millions of dollars a day to steal from the little people, it is absolutely disgusting!
GEORGETOWN, TEXAS -- Verizon has lost its edge, and Sprint never had it, the thing that had me a loyal customer for over 10 years. Your customer service... has now mirrored Sprint. Which if you know anything about the service and headache that people have to deal with it would make you very disappointed that Verizon has sunk to their level. Price, service, and ease of use is no longer a feature that your company can claim. After calling 8 different times and getting 8 different answers, being put on hold for over two hour with 3 different calls and no one bothering to resolve my problem, it didn't give me confidence that your company cared whether or not they had customers anymore.
Better call AT&T because they are friendly, courteous, fast and listened to what I needed. I didn't have to turn in my phones one, then wait until one is shipped, go to the store have the service started for the one phone, then repeat the process 2 other times. Wait, am I dealing with Sprint? I thought I was talking to Verizon. They also asked me several times, “What do you really want?” which surprised me because I was not expecting customer service at customer service to care what I wanted. I mean I was grateful that they truly put my needs ahead of what was best for the company.
Remember I was a loyal customer for years, only left three weeks ago. So if history was any indication how I was able to pay for and even do what I said I would, that in itself should have had you excited and jumping through hoops to "win me back", that is a joke. If that wasn't good enough, they beat $1200 dollar down payment by $1000 dollars, imagine that? Only $200 dollars down, iPhone 6 plus 64GB and only transferred one time taking a total of 22 minutes. Versus Verizon 1300 dollars down, 5 1/2 hours, being transferred 6 times in one call, no one bothering to take my number down in case I got dropped for whatever reason.
Then having to have to still go to the store to finish the transaction. With Sprint, I paid through the nose $1900 to get service started, customers wait in the store a minimum of two to six hours with no one acknowledging that you are even there. When they finally get to you, you are sent back to customer service on the phone, which means 2 mores hours and 6 to10 transfers and no one being able to help because the store has to fix the issue. Back to the store this time for 4 hours, which poor guy is on the phone with support the whole time. When we leave at 8:45 at night, we still have to call back to customer support for another 1 1/2 because the phone doesn't work.
This process was from 11:00am to 10:15pm. All this so I could save money. Didn't get the phones we wanted, service was awful, and never once felt like I mattered as a person. My time, money, and loyalty meant nothing to them just like it does to you. Sorry to say, but Verizon now in a class with Sprint, T-mobile, McDonald's, Walmart, and Obama-care. Never mind the people, their wants, needs, money, time or stress, because the company is all that matters.
It's sad to think that you're company regards people this way, but then someone has to lead while others watch. Better look at AT&T from now on, they are blowing the doors off of you and anyone else who might want to be treated with respect and kindness. Not to mention friendly, fast, reliable service without the cost and headache of dealing with 10 people who could care less about me as a customer. Sad day Verizon, sad day. Your once loyal and devoted friend.
NEW YORK -- I have been with Sprint since May 2014- within the first months, issues started to occur. I have to admit, I have not had issues with calls, web browsing but with rates and extra add ons of billing and broken promises. I was owed a switch over incentive in the form of a Amex gift card of $50.00. They said after mailing in the "invoice" and "rebate form", it would take about 90 days to get the incentive. The incentive was a promotion for coming over to them.
I know it is not a lot, but being with T-Mobile for 12 years and them wanting to charge me full rate of $600.00 for a Galaxy S5 and offered me $5.00 for my S2- what an insult! T-Mobile said they could not do anything about giving me a discount for being a 12 year customer, so I left for Sprint. Calling Sprint to inquire about my incentive, I was told by two departments that my incentive was declined. The first department said they only show I mailed in the "rebate" form so it was voided. The department that approves the incentives stated the same. I explained I have a color copy of both forms including the originals of what I mailed to you.
I asked to speak to a supervisor and after 3 minutes, the second person all of a sudden states that he now sees the documents on the screen- where a moment ago, he stated it only showed one of the documents. Sprint has some ASL (Automatic Spending Limit) that some customers get to avoid going over their monthly charges to avoid penalties. This program makes no sense. With T-Mobile if you go over, you simple pay the dollar amount/cost of what the overage is on your upcoming bill. This ASL program is BS and you still have pay the overage so why not do away with this BS!
Additionally, I was told the reason I was ushered into this program was because of my credit. I beg to differ since my credit is 750. They state that if I enroll in "auto-pay" the ASL charges would be dropped. However, two months later the ASL charges are still there and increments are being applied when they should not. If auto-pay is applied and shows on their "computer systems", why is the program applicable?
Credit back took 4 calls to Sprint and I was promised 4 times the adjustments would be made between 4 to 72 hours. 72 hours why and surely never 4 hours since I had to call back 4 times! They are LIARS! Recently, "government & taxes" increase doubled within two months. WHY! I was told that they don't control the increases or when it increases or decreases. How are these rates variable?
When I was with T-Mobile those taxes remained the same each month, they did not go up one month or decrease the next. For example, my T-Mobile bill each month was $80.00 with taxes. With Sprint it was doubled this month (2014) and was half last months. When ask to explain, the representative said he could email me explanation of why that was. He was thrown sense, he had no language script to repeat to me like some insane robot. Trying to receive a discount from them as their language states to email "one" of the following- I got the runaround and was eventually told that the company had to verify that I worked for them and that I had a work email to receive the discount.
T-Mobile all you had to do was provide a recent pay stub-which was "one" of the choices Sprint states on their discount page. Apparently, Sprint is not concerned about honoring their end of the deals that they make. They are Thieves! I do not understand how FTC and BBB allows this company to function, stay in business and rip customers off like this. I believe if all of us just file complaints outside forums with the FTC and BBB perhaps something would be done. Waiting for customer service takes 45 minutes. When presses about this, one representative stated it was not true and it took only 15 min.
For me coming from T-Mobile is TOO LONG. Additionally, when you ask to speak to a supervisor, they put you on hold, come back and state every time that the supervisor is assisting another customer and then the representative makes a different offer to reduce the issue. This seems like BS at its best. The two months that I have been with Sprint my request to speak with a supervisor has been "0". When you push the issues to get handled during the initial call, they get flustered and ask to take your number which should be on screen when they are referencing your case and they want/promise to call you back.
THEY NEVER CALL YOU BACK as PROMISED! Upon introducing themselves they will introduce themselves as John and upon completing your call, you will get a text message survey asking how your experience was with Renaldo. WTF! Why are they hiding behind fake names, being dismissive, lying and cheating customers and getting away with this? Why can they not provide the language of the contract details before you sign up... BECAUSE THEY KNOW YOU WILL SKIP SOMEWHERE ELSE! Again, Liars, Thieves!
SPRINT fails to do the right thing. Horrible Support, Customer Service Nightmare, won't honor or deliver on their end without multiple calls, variable rates of taxes each month without acceptable explanation, never keeping their promise to call back. If you have to break your contract, BREAK IT. Pay the ETA or take your sweat time paying it and write complaint letters to the FTC-BBB on their business practices as well as forums such as these. Sprint should not be in business when allowed to behave in this manner.
RENTON, WASHINGTON -- I am extremely disappointed with Sprint. A little over a month ago we upgraded two phones on our plan. I paid in the store for the phone and was told specifically by the teller that the only thing that would be different on my next bill is the installment charges for the phones. And obviously the payment for the plan as well. I was told there would be no activation charges. So when my first bill comes there is $80 worth of activation charges on my account that I was told would not be there.
So I call in and am told they are very sorry for the mix up and will work on getting it taken care of and call me back. No call back so I call in again, they have no record of my first call and I get told the same story again. A week goes by and I call back once again, the third time. I then spend two and a half hours on hold while they "track down a supervisor" only to waste my time and get hung up on 3 times. I repeat TWO AND A HALF HOURS ON HOLD AND 3 TIMES HUNG UP ON for an issue I had already been told would be taken care of twice and shouldn't have been a problem in the first place. So after wasting all that time on the phone I get told that I will get a call back from a supervisor in 24-48 hours.
Mind you, I was very civilized throughout the whole process, up until this point obviously, which I felt was definitely valid. Lo and behold, it has now been another week, the issue was not resolved and still not call back, even from a supervisor. I am so furious and disappointed in Sprint. I have NEVER been treated so poorly by a company, even Comcast who has the worst customer service in the nation. I just cannot believe after all the times I have called and BEING ON HOLD FOR 2.5 HOURS and being hung up on three times, not a single person at Sprint has bothered to try and resolve an issue with an upset customer. $80 might not seem like a lot of money to some but it is a lot of money and at this point it's just the principle of a company taking care of their consumer.
I have been ignored and treated poorly and it is not ok. Not a single person at Sprint has tried to resolve the problem, not a single person tried to take care of it themselves when I called, they just wanted to push it off to someone else and leave it to fall through the cracks. I am still in shock at the service I have received from them and they still expect me to pay the extra $80 they specifically told me I would not be charged. Thanks Sprint and congrats on getting yourself on the same level if not worse than Comcast. If I cancel, do not expect me to pay the termination fees, I will pursue other options. No way am I paying to get away from such crap service.
SANTA FE, TEXAS -- Since I can't seem to resolve my issue by calling and speaking to your customer service reps. and speaking with "managers" maybe expressing my concerns here will help. If to not raise awareness about your customer service but possibly how your "managers" don't disclose all information about your plans to customers when they are considering changing from one plan to another. I have been a customer with Sprint since 2009, I have had at times 5 phone lines with Sprint and paid in excess of $300.00 a month. Since I pay my bill, I think I should have some sort of at least halfway decent service. I have had issues from dropped calls to not even receiving calls at times.
I weighted my options of switching to a different provider. However, I feel that all cell carriers are about in the same boat when it comes to service be it cell service or customer service. But here lately I have come to the conclusion Sprint does not regard either as important. I called in to your customer service on July 5, 2014 in hopes to reduce my monthly bill. I had 2 lines where my contract was up and I wanted to disconnect them. After speaking with a customer service representative, I was transferred to a "manager" to go over my changes to my account.
Needless to say she was trying all attempts possible for me to not cancel any of my lines. I did end up canceling one line and to save money I was told I could go to a family plan to save me almost another $100.00 a month. I asked what the difference in the current plan that I was on and the family plan. I was told that the only difference was I would have 1GB of data versus my unlimited data. I was also informed that with all my lines on my current on the plan we did not even use 1GB total. I asked when the plan would take effect?
I was informed by one of your "managers" that since the 5th was the end of my billing cycle it would take effect on the 6th. After hearing that was the only change, I figured it would be fine to switch my plan to the family plan. Well I received my new bill this past Friday and to say "I was not happy" is an understatement!! I opened my bill to find out that even after disconnecting a line and changing to the family plan my bill had only dropped $20.00. I called your customer service representative line again and was informed by a "manager" that it could take up to 2 months for my bill to reflect the changes.
What I don't understand is my bill shows the "family plan" my data is now reduced to 1GB but you can't change my charges?? I find that a little odd. Did my phone call to your customer service center help with my issue? Not at all. I was told they could not change my charges, the system has to make the changes. I was still upset but thought hopefully the changes would be made sooner rather than later. Well today was the last straw.
I went into Bestbuy to upgrade the phone associated with my number only to be informed by the clerk at Bestbuy that since my plan was switched to the family plan I now had to purchase my phone outright or pay on it monthly ($18.00 a month extra). So again needless to say "I was not happy at all"!! I thanked the clerk at Bestbuy and left without a new phone. I immediately called your customer service department again to speak with a "manager" only to be put on hold for 30 mins. Then to finally speak to manager who did not resolve my issues because my call was dropped.
Did I receive a call back? NO. This all happened at 4pm today and as of now I still have not heard anything. I have to say Sprint does not value their customers! Sprint does not inform their customers of every aspect of their plan. Sprint should train their "managers" and customer service reps. as to the differences in plans and what is covered and not covered! I feel as though I was lied to. I may be only one person but I will make sure that I relay this message to as many people as possible.
REDONDO BEACH, CALIFORNIA -- WORST MANAGER EVER!! I was with LA Cellular and then AT&T from 94 to about 8 years ago, got tired of bad service and switched to T-Mobile. I had no contract with T-Mobile and was happy with my Samsung Vibrant Galaxy but have been sick and wasn't able to deal with buying a new phone or updating. My brother went to add me to his family plan with Sprint and he bought 3 new iPhone 5 S and all the trimmings. (A lot of cash to fork out).
He brought my old T-mobile phone in for me to switch contacts, and got it all done as an Xmas present so I would be on an iPhone like the rest of my family. (Husband and child are on AT&T and I did not want to use them again due to poor service after 12+ years of being a loyal customer). So I don't change phone companies lightly. My brother brought me the iPhone as we were leaving town for the holidays right before Xmas. I went in the day we were leaving to buy expensive headphones ($199) and a lifeproof case to keep my phone safe.
As I was ringing it up I asked if I was able to return the case if there was any problem after I returned from my trip. A helpful staff member and "retail consultant" remembered my brother and his big purchases and where he works and said, "It's a 14 day period to return for money back BUT I WILL honor it since you will be out of town and as long as it's not 6 months later and thrashed. I will get permission and return if needed." I said thanks, bought the case $90 bucks with tax and best headphones they had. I got back from my trip after new years and had 2 days left on my 14 days but got sick and had to get my treatments after trip.
I was stuck in bed and could not get there but I was not stressed as the employee had given me his word and card, and I TRUSTED him. I went in there early this week as soon as my health was good enough and asked for him. The Manager said, "I can help you. What's your problem?" RUDE! OK I politely explained that I had just been to the Apple store for them to fix my phone which was not responding correctly on touch screen and they pointed out that my Case was DEFECTIVE (their words).
I looked and sure enough the tape on the Lifeproof case was stuck half on the back of my NEW I phone 5 S and half on the case backing. As soon as it was out of that case it worked. Finger prints, apps, I could dial a number use Siri etc. (Oh joy! A phone that responds)... not a lot to ask for. Of course apple blamed Sprint and said I needed to buy one of their Non defective cases or buy directly from LifeProof. I bought the one at Apple since I was already there for hours and they said it had a better warranty.
The Manager said, "He Can't refund that as you are past your 14 days. I am happy to give you another case instead". I said, “He PROMISED me.” He told her he did as well and spoke to her- and I explained what happened as did He. She was snide, snarky, condescending, nasty and not concerned with customer service at all. I told her she was going to lose 3 Iphone accounts and 2 ipad services if she did not honor the promise made. She said she had the authority to do it but would not. She was basically power tripping.
As I stood there feeling sicker and sicker and needing to get home, I called my brother and he said forget it I'm cancelling. I did speak with another Retail Consultant and he tried to help. The so-called manager ran into the back room once I started calling her out on her RUDE and dishonest behavior and "took her lunch" at about 4pm until I left almost 2 hours later she still was hiding in back! The manager made it clear she couldn't care less how many customers she lost and she had all the power, LOL!!
I finally took the trade out case and left out of frustration and exhaustion and will NEVER go back to this store or SPRINT unless she is gone. I was a retail manager myself for years in college and I know how to treat customers. Basically rather than refund me my $90 bucks and not force me to go back to Apple and stand on line to return the other case I'd already bought (they would have been credited by the manufacturer anyway), she would rather SPRINT lose hundreds a month in services paid and 3 new iPhones still in the return period than be a decent person and honor the promise made to me and credit me back. So her numbers would be up and screw Sprints overall numbers for services.
Well, I spoke with T-Mobile and they are more than happy to take me back and add on my other 2 family members as well and both Ipads. No contract. $300 per phone or line to buy us out of our SPRINT contracts (which I did not want anyway so I'm glad) and $350 toward the IPhones from T-Mobile. They also have monthly payments but that cheap we just pay up front. Thank you T-Mobile, and Goodbye Sprint. Blame the bad management, period. Unacceptable. STAY AWAY! Sprint, get rid of this manager.
TAMPA, FLORIDA -- I intended to drop my Sprint plan after terrible reception and bad customer service experiences. But the lure of the low price phone plan got me on my recent trip to Delaware. My iPhone 4S's speaker hadn't worked in many months. I called the Sprint customer service line to see when we were eligible for upgrade. Apparently we were eligible right then. I also wanted to add another line to my phone. The customer service woman told me that we could even save money by adding a phone line (as their plans had changed significantly over the past year). We went to Best Buy (at her recommendation) to get new iPhones.
The man at Best Buy was pretty rude, but he did hand us a paper and explained to us that if you had one line it was $50, two lines made each line $40, three lines made each line $30 and four lines made each line $20. I did a double take. Since I was looking at three lines, the man explained to us that we would be paying $90, so we might as well get four lines to make it $80. Data was extra per line he explained. So our bill, according to him, would be around $140 or so plus taxes (with data added for only two of the lines).
We were hesitant because we didn't know what the catch was. Plus, the Best Buy guy right next to us screwed up another person's line by losing their work number. We left and went to the actual Sprint store. We had to wait almost 45 minutes to be seen. It kind of felt like a doctor's office in that way. There were four employees there who were working with two or three customers.
I asked the same question to the girl who helped us about the cost. She said it made a lot of sense to switch, as we were paying $147 already with just the two lines. I confirmed with her again about the pricing, asking for the informational page to take home. She spent another 45 minutes or so setting up the phones. She instructed us to sit down, so we did that. She was really nice.
A few days later Sprint sent me a message that there was an error on my bill. Evidently, they had left one number on its own plan with the others on the new plan. I thanked them for fixing it. The woman then said my next expected bill would be $509! I said “What? This must be an error.” She explained that the next bill after that would be my normal rate of $261.
I told her I never would have agreed to that. I had been explained by three other Sprint employees and one Sprint contractor that my bill would be around $140 since we weren't paying for minutes individually anymore. She said that was my bill now and the $509 was just two months that I had to pay in advance. I asked to speak to her supervisor,**, who had trouble hearing me on my Sprint line (no surprise there). She explained how they charged me is $50 for line one, $40 for line two, plus $30 for line three and $20 for line four (which now as I'm writing this would STILL be lower than my monthly bill quote!).
I explained to her that this couldn't be true. I had three other Sprint people quote me (in writing some of the time!) what my bill would be. That I had been willingly deceived into agreeing to keep my phone with Sprint and to add more lines. She kind of agreed, but stated that the only thing she could do was to charge me the way she thought I should be charged.
I've written about my distaste for Sprint before. They have such terrible reception (in my metropolitan hometown), that it's a joke amongst us Sprint users that you have to check up on your text messages because often they're not going to go through. Their customer service was blatantly bad in 2011 when we got the phones in the first place, but now it's deceptively bad. Sprint tells you what you want to hear in order for you to sign that contract. But just because Sprint says something, it doesn't make it true.
And about their unlimited data, because what would a Sprint review be without it? It's not good. Yes, it's unlimited, but it rarely works. In order to Google things on my phone I usually have to be hooked up to WiFi. That makes having unlimited data quite useless.
KANSAS -- I too am getting the runaround. I was told that service would be up and running by 12/30. I got my bill emailed to me and it was a full priced bill. I call the customer care department to speak with them about me paying full price for service that I have not used in 10 days. The first person I spoke to told me that I have to pay full price without credits because I am a pay as you go customer.
To be honest, I really don't care if I pay as I go or if I signed a 10 year contract with Sprint. No service is no service.. PERIOD. So I asked to be transferred to someone else who can handle my complaint. So they put me on the line with a guy named ** and he says that the tower in our zip code/area is in fact out (like we didn't know that already) and he says that we should be able to pick up one of the towers on the other end because our tower is completely shut off.
I asked him about the 12/30 date, and he says (braise yourselves) "It probably won't be fully functional for another 3 months." 3 MONTHS!? Like is Sprint really serious right now? So, I asked him, "Am I really supposed to sit at home and suffer for three months?" And he said, "I can't really do anything about it." I mentioned to him that if it is in fact 3 months that Sprint will lose a lot of customers in our area. He says "I am well aware of that and I don't want that to happen, but what can I do?"
How about set up a back-up tower or something while this is being "updated" like seriously, I don't know. Sprint should know what to do to keep their customers. All this says to me is that Sprint does not care about its customers, how much they pay, or what we have to go through just to hold a conversation on our cell phones. ** claims that he will have someone look over my account to try to get me a discount. He ask if he can call me back tomorrow on my cell phone. I told him catch me if you can because it does not work in my house!!
Like what part of "NO COVERAGE IN 30350" do these people not understand!? I am very, very frustrated with Sprint that I do not even care about when this tower will be back up because at this point, I have to look after myself so it is time for me to seriously move on. Like for real. I told ** that I won't be around in three months to see whether the towers are up and running or not.
He tells me "good thing you're not on a contract because you can leave at anytime?" But why would a company not care if they lose customers or not? That is not the answer you give to people that keep you in business. And pay as you go or not, $80 is a lot to spend a month for something that is not working.
Switching to Sprint is the worst mistake I made in 2013 and I cannot enter 2014 this way. This is totally unacceptable and customer service is the worst. I am taking this message to other sites to reassure the rest of the world to stay far away from Sprint. I have never in my life received service this bad.
PFLUGERVILLE, TEXAS -- In summary, this summer I switched to Sprint and got a Sprint-branded phone for my oldest (autistic) son. His phone is key to his day, it is a great avenue to handle some of his fidgety behavior. Dual-core, pretty nice ZTE phone, whatever that is. Less than 4 months in, his phone died. Just a red LED power light, nothing else. I took it to the nearby store, and it could not be fixed. They did not have a replacement in-house, so I drove across town, waited another 2 hours, finally receiving the replacement phone.
The new phone could not be activated on their network, so they ordered another one. This was on a Saturday. We took the non-activated phone, because it could at least connect to WiFi & my son could listen to music and such. That evening, the replacement phone died in the same manner. No display, nothing, red LED on power.
Finally, I went last Wednesday and picked up his new phone that finally arrived (a day later than promised). All was right with the world… until last night. Less than a week of ownership of the new phone, and it was now even deader than the others – I could not even get a power LED to light! So, last night I went BACK to Sprint, and passed their only technician on his way home as I went in the door. They could do nothing last night as a result.
Today, I went back to Sprint again.. The tech would not arrive until noon, so I left the phone. I returned about an hour ago, and had the epic fail of customer service. Tech, “I can order a replacement for this phone.” Me, “Unacceptable. I don't want that phone. The first one lasted less than four months, the second one less than a day, and this one less than a week. I want a new phone.”
Tech, “I'm not sure I can do that.” Me, “Find me someone who can. I do not want another one of those phones.” Tech, “Sir, I have to pull your account to see what I can do. I cannot replace the phone until I check.” After several minutes, she told me she could get me into a Samsung something-or-other. I'm fine with that, nothing fancy, just similar and different brand.
Me, “I want a case.” Tech, “I can't give you a case.” Me, “I bought a phone a few months ago for my son (standing beside me). I walked out with a phone and a case. I brought that phone back in there because it's cr*p. I want to walk out with a phone and a case.” Tech, “I can't do that.”
At this point, the dude that sold me the stuff in the first place came over. Mister, “We stole 5 phones from AT&T account when this guy dropped by this summer.” Yeah. That dude. Mister all happy I was there a few months ago. Dude, “We can't just give you a case.” Me, “You are not making me whole. I had a phone and a case, now I will have just a phone.”
Dude, “Hey, look, she's already found you a different phone as you requested. We can't go around giving away cases.” Me, “Thank you, I guess. However, I'm not a satisfied customer.” To top it off, the new phone has to be shipped. Hopefully it will arrive tomorrow. A simple $20-$30 investment by a large company to make a special-needs customer happy? Didn't happen, and it's sad.
I wish someone in that store had the guts to do right instead of hiding behind a company policy. They almost got 5 phones back and no more $$ from my family, and might still yet. Time will tell, because two other family members have the same model phone as the one that died…
Sprint Wireless has proved to me that it is a dysfunctional company with indecent business practices. I made the decision to switch to Sprint because their coverage map showed that I would receive perfect voice reception and 4G LTE data coverage at my home. I ordered new service on September 20th. The new iPhone 5S was on backorder at the time, and I was aware that my service would not be activated immediately. Sprint charged me for the phone immediately, even though they were not scheduled to send it for another 6 weeks.
I called them after I saw the charge, and I was told that my phone was scheduled to be delivered the next day. It was delivered on November 12th - almost a month later. When I activated my phone I was receiving only 1 bar of reception, and at times was roaming because I wasn't receiving a Sprint signal. I called customer service numerous times, and the agent couldn't give me an explanation. I was told that my phone was most likely dysfunctional, and I should bring it to a store to be repaired.
I schedule time to visit a store location and they told me the problem was their service not my phone. They assured me that the service should get better any day, but I could cancel the plan and return the phone without penalty. I transferred my phone number to another provider. I called Sprint again about returning my phone and they could not give me any information because the website was down - apparently phone agents don't know how to return the phones. I went to a store location to return the phone and officially cancel service. I was charged a $35 restocking fee.
I argued that I should not have to pay a restocking fee since I would never have purchased the phone if their coverage map had not been lies. They asked me to call an agent, who told me I should be patient since they are trying to update all of the Sprint towers. The store agent asked for my credit card to refund me the price of the phone - minus the activation charge. Today I called up Sprint to ask when I should expect to receive my refund for my phone. They told me 30 to 60 days! I was reasonably upset!
I am not being refunded the $36 activation fee (which I would never have had to pay if I had known I would have no reliable service). I had to pay another $35 to cancel the service and return the phone (which is insulting since I would never have purchased a phone from them if I knew there was no reliable coverage), and now they are keeping my money for at least another month. I stayed on the phone for 20 minutes.
The agent finally told me that they can file a request for a refund when my monthly cycle would have ended. (I say "would have" because I no longer have an account with them). I have to wait another 15 days to FILE FOR A REQUEST! It is not enough that I returned the phone and a refund was charged to my credit card. Now I need to wait for an extended period of time to kindly ask to please get my money back.
Sprint will successfully keep my money for at least 2 full months for a phone that I only used for 12 days. AND I had to pay $71 for the privilege of having them for 12 days. I asked repeatedly to speak to a manager, and she would put me on hold for several minutes and come back with some lame explanation. Finally, I literally broke down crying on the phone, because I can't upgrade my phone on another plan because this company is holding onto my money for as long as they possibly can. She offered to give me a call back on November 13th to request my refund - every agent has scheduled a call back with my to check on my service and never actually called.