Sprint Consumer Reviews - Page 3

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.

YONKERS, NEW YORK -- I had Sprint for 10 years! My whole family has Sprint. I had small issues with them over the years but this one tops it! I was curious to know when I was due for an upgrade. So, I went on the Sprint website so I can review my plan and see when I was eligible. Now, when I have to pay my bill each month, I do not go online, I do not get a paper bill in the mail and I do not receive emails. I get a text message when my bill is due and I then dial *3 and pay my bill. So, when I went onto the Sprint website and saw my plan, I see a charge for $8 a month for a spending limit program and it was added on to my plan. Um...why was I never notified of this???

When was this "added on" to my plan??? So, I called Sprint right away. After trying to get through to a real live person for almost a half hour, I finally got through and was told that this was added on to my plan 3 years ago when Sprint changed their policy. Sprint told me that because I do not have my payments set up each month where they can automatically take the payments from my account, that is why I am being charged $8 a month. Umm...You serious??? That is my OPTION!!! I like to pay my bill each month myself so I can see what I am paying. They also told me because I did not notice this sooner, there was nothing they could do.

ALSO, after verifying my email with them several times, come to find out they had the wrong email address and told me that it was my fault because the letters I'm saying to them sound different through the phone. Isn't that what good customer service representatives do? Shouldn't they confirm my email when they ask me for it??? But no, it's my fault.

Sprint loves to just add on certain things to my bill, and you think I am going to let them just take money out of my account each month?? Yea right!!! 2 years ago when I upgraded, Sprint just added on the Sprint insurance fee!!! I never agreed to that!!! Thankfully I noticed sooner than later. When my plan is up I will be switching carriers. I am done with Sprint. And my family will be switching as well.

ATLANTA, GEORGIA -- I have been with three phone service companies, but Sprint has been the worst of all. They have hidden fees in their contract and have the worst customer service I have ever experience. I purchased the protection plan and when my phone broke they charge 200 dollars to fix the issue. I had been paying 11 dollars every month for two years for this "protection plan" to end up paying 200 dollars to use the service.

So instead of paying them, I went to Apple to get it fix. It turn out that Sprint sold me an unregistered phone that was incorrectly tested and contain an Apple ID of someone I did not know. So of course, Apple could not fix the issue due to the unknown Apple ID.

I went back to the Sprint store that sold me the phone. I talked to the store manager, which could not do anything because the person that sold me the phone was not there. Now, when I tried to get the phone service on hold while the issue get solve, and I would not get charge 80 dollars a month for a service I have not been using, neither the store manager nor the customer service specialist could get anything done. I called three time. Each time they tossed me to different people all to result in a waste of my time.

Now I have a phone that does not work, even though I was paying a monthly protection plan, and paying a service I do not use. And the worst part of it all is that I am stuck with this useless phone company call Sprint because I have a phone lease, so to cancel their services I would have to pay 400 dollars.

Worst company in the world. The customer service is horrible. Their sale associates will lied to your face to sell you anything. I cannot wait until I get out of this dreadful company. If you are reading this and want to save yourself the frustration of dealing with terrible customer service, do not get Sprint as your cell phone provider!

CHICAGO, ILLINOIS -- My son signed on to the family plan about 6 months ago. I received one of the phones. The service was fine, however, my son purchased a refurb phone from the 1-800 customer service line. It was a iPhone 5. It had a tiny little ding on the upper right corner not affecting the screen view. A nick so small unless you looked for it you wouldn't notice. The phone was for his son to play video games. It was all good until Apple updated their phones and the iPhone 5 would not update. He was told to take the phone to an apple store for free upgrade. That's when the issues started, Apple would not do the upgrade because of the nick and informed that it had to be fixed before the upgrade done.

Apple advised to take the phone to Sprint, my son took it to a corporate store which was willing to exchange the phone free of charge until they learned that it was purchased from the online/1-800 Sprint customer service. They advised to call customer service. Sprint customer service kept us on the phone during one call for 3 hours stating they needed to speak to a supervisor or manager. Callbacks were promised and never happened, upon calling back for 3 consecutive days and getting the run around with no resolution, the decision was made to cancel Sprint and go with another carrier. It gets worse the new carrier needed the Sprint account number to port over the phone number to my new phone.

For the other phones Sprint provided the account number. No questions asked. Just gave the account number as my son had his pin and other needed ID. For some asinine reason for the last phone number, Sprint did not want to provide the account number and started their nonsense again of transferring the call, putting on hold and even saying a supervisor had to send an email. I also received a call from Sprint to try to resolve the issue with the nicked phone.

Does Sprint really think after days of run around trying to get the nicked phone issue resolved and then not being able to port over the last remaining phone number we would really want to work with this BS company. If I could give them a minus 100 rating I certainly would, their ok cell service is no way worth the aggravation of dealing with their customer service department which must be trained to not respond and give the run around in hopes customers will just give up.

We have been Sprint customers for over 4 yrs. We have always had minor issues. However they have gotten 100 times worse. On Dec 8th we purchased the 2nd new device in 2 months. We were told we needed to call in to cancel a different line. On Dec 9th I did just that and was told no I couldn't. When I asked to speak to her manager I was put on hold for 38 minutes. During this time I am also using the chat option online. They let me know I needed to call in after I have told them I have been on hold for over 30 mins. At this point the woman who I asked to speak to her manager hung up on me!

At this point we decided to move to Verizon. I was told to finish paying off the device and then call to have the phone unlocked. I paid off the $66 I was told was left on the device and called to unlock the phone so it could be transferred to Verizon. This was Dec 11th at 11:40 am. It is now Dec 14th and I have spoken to over 10 Sprint employees in the last 6 days. I have been told it would be unlocked no later than Dec 13th at midnight. I was told today that they cannot unlock the phone because money is still owed and they sent that in an email! I have the receipts both printed and in my email! No one seems to care. The response I get is they will escalate the matter and I can expect to hear back in 3-5 business days!

My husband is a truck driver and now due to Sprint's lack of well ANYTHING has no cell phone for his job!!! This is outrageous! I cannot believe that Sprint is able to get away with the things they are doing! I will make sure to share my experience with every trucker I know as well as anyone else I know who is even considering Sprint. You are better off with 2 cans and a string!!!

FYI- If you cancel a line you don't get your money back! I cancelled a phone just now and am being told it won't be cancelled until 12-19! 5 days that I do not get credited back! Also 3 other lines that were cancelled yesterday and moved to Verizon that Sprint doesn't credit back! How does that even work!!! I would get arrested for stealing!

ROSEVILLE, MINNESOTA -- I am very disappointed in Sprint customer care and the Sprint store (2181 Snelling Ave N Roseville, MN). I called customer care (*2) to ask how I can order my phone online and pick it up in stores (to avoid the activation fee). The guy I talked to in customer care told me that since I wanted to go pick it up in stores he can waive my activation fee in stores without purchase online and if I had any issues I can call *2 again and they can talk to the sales representative to clarify. Also, I am not the primary account holder and the customer care representative told me he can fix it by putting my name on the account which he did. He assured me multiple times that if I said my first and last name I will be able to get my phone and have the activation fee waived. After waiting for over 30 minutes in the store, I was able to talk to the sales representative and he told me they can NOT waive my activation fee, so I called *2 (customer care) as I was instructed to talk to the sales representative and they decided the activation fee can't be waived. Also, I was not able to access the account by saying my first and last name since I was not the primary account holder even though the Sprint customer care representative assured me I would be able to. I am very disappointed that Sprint customer care and the Sprint store are not on the same page and giving me two different responses. Shouldn't corporate Sprint and their Sprint store talk to each other, so they are not telling customers wrong information?! I am also disappointed in the Roseville store because although they don't waive activation fees shouldn't they offer it to me since corporate customer care Sprint had told me they will waive the fee. I have been on the phone and the Sprint store from 10AM to 2PM. I have wasted half the day because Sprint can NOT communicate properly or give accurate information out to the customer. I am VERY disappointed in the service and I have been a customer for a very long time!

PHOENIX, ARIZONA -- **WARNING**DO NOT SIGN UP WITH SPRINT! *Beware of their scams!!!* Sprint claims to no longer have contracts but that is false!! My husband & I tried Sprint & after 3 months of terrible service and numerous complaints, there was zero resolution & we had no other option but to switch carries. Please note we live in central Phoenix & they kept trying to blame the trees. While in the process to switch over to another carrier we both received texts from Sprint asking us to return our phones (which we were leasing) & so we did. A couple of months later we get a $1,100 bill. They are claiming we never sent our phones back. So after a month of calls, store visits and getting the bank involved (since they just charged our CC on file with no authorization) they decide to do the right thing and agree the phones had been returned which we had proof of all along via the tracking number. BUT that's not the end. They credit us a measly $300 for 2 brand new iPhone 7's and now are charging us $800 for breaking an "agreement" which was to lease the phones ... which WE RETURNED. No one ever mentioned this "agreement" to us...not when we signed up, not when they text us asking for the phones back, not when we went into the store to return our phones and not when we called to get the shipping labels for the phones. We were under the impression that the lease agreement was over once we returned the phones we were leasing!!! And that's what they lead us to believe. Bunch of liars and scammers is what the Sprint company is all about. Please do not bother with them they will try and screw you over too and saving $20 a month is not worth the shitty service they provide. ***ALSO if you read the fine print on their "agreement" you will see that after 2 years of paying off the phone you are leasing Sprint STILL OWN IT!*** What kind of BS is that!?!? AVOID THE NIGHTMARE! Between the terrible service, way they treat their customers and their employees I CAN'T believe they are still in business.

TUCSON, ARIZONA -- My letter to the CEO of Sprint and to Patricia ** In the office of the CEO of Sprint: My time with Sprint was an experience... I will not soon forget after 3+ years of service with Sprint. Since June when my phone was stolen and needed replacement I have gone through what Sprint considers customer service experiences, that can not be fathomed. In total now since June I have spent 18hrs total on hold or talking with Sprint representatives. I have been through four total phones and was on my way to needing a fifth, and had to travel approximately 30 miles to receive service to even use my phone.

With that being said I hoped that the office of the CEO and its representatives would have listened to my concerns and at least attempted to solve my issue with something other than $250 worth of Bill credits, but instead I was asked to travel to two different stores across town from each other (approx 10 miles in traffic, approximately 30 extra minutes) to be told that my phone would take an hour and a half to take apart and be fix with parts from a 14 day return that someone else had to bring back for whatever reason.

I have attempted to give as much time was needed to accommodate the issue to be resolved and even given suggestions as to what could be done to retain my business. My suggestion was to just simply remove the nightmare of the note 4 from my life, whether it be something comparable or and upgrade version I did not care but something that worked well. I was told that my suggestions were just not possible.

This is not an acceptable way to treat a customer of 3+ years of loyal service at 350+ dollars a month. I understand that I am not a corps. or an Inc and that I am just Jon **. customer, but as such, I plan to advised everyone I know of the level of service that was provided to me even at the top level of your company via social media and word of mouth. I am sure I'll find that there are thousands of people just like me. Patricia has my information as to what was needed for the account going forward. Sincerely, a highly disappointed customer and former user of Sprint services.

BOISE, IDAHO -- I bought my grandparents a tablet through Sprint so they could use it to check email and Facebook and take pictures. The contract was a two year contract, like normal. Anyways, from day one they can't get service/reception unless they are on WiFi. We call Sprint, they say to do these different things, which we do, to no avail. We took the tablet to a Sprint store, still nothing.

Four trips later, we still can't get their tablet to work without WiFi. They called the Sprint customer service center again to complain about what they have been through and the gal said they will discount their monthly price for all of the inconveniences they have been through. Well, two days later they get a notice on their tablet that says that they have used all of their data, even though the tablet has not even been turned on.

So again, we make yet another call to the Sprint customer service center and we were told that the gal had changed their plan so now they have less data, but they had paid full price for the current month. They were told they would receive a credit for the month as it would be prorated. However, that was not what the girl told them. She said she was giving them a discounted rate for all of the trouble they had had with their service. Sprint refused to help out in any way or do anything to fix the current situation.

So we asked that they put a note in their system that the contract was so to be canceled as soon as the contract was up.... only to be told that they couldn't do that either and that they would just have to call back and cancel it at a later date. This was the most frustrating experience I have ever had with any company. They were completely unhelpful, unapologetic and they did nothing what so ever to even try to remedy the situation.

COSTA MESA, CALIFORNIA -- Sprint is by far the worst phone carrier I have ever had! First off, when I went to switch to Sprint the gentleman told me I would be getting a tablet for free. LIAR! You actually have to pay for your tablet every month. I asked what my monthly bill would be before I signed up and he said I can't give you an exact amount. Come to find out my bill was over $300 and I still had to pay for fees from my other carrier which had me paying almost $700 in one month. Of course I couldn't pay that amount. I made payment arrangements with Sprint but still had my texting turned off and constant calls and emails from them asking me to pay my remaining balance.

When I signed up with Sprint they had the promotion that they would pay your cancellation fees from your other carrier (the only reason I switched to them) and after waiting 12 weeks I called because I hadn't received it yet and was told it was denied because I had an overdue balance. By the way, no communication from them about denying the payment. I had just paid the remainder of the bill and had I not called I am assuming they wouldn't have sent me the check. Oh and still waiting on the check since I was told it would take another 4-5 weeks to receive it.

When I was calling about the promotional payment I had to call back 6 times because I was put on perpetual hold. Horrible customer service!!! I also called about my monthly bill because it seemed higher than it should be and the lady I spoke with lied to me and told me she brought it down to $140-145 month. Called today and that conversation isn't in their notes... funny huh! The guy I spoke with said it would now be $155-160. Interesting how you get different answers all the time.

With the amount of time I've spent on the phone with Sprint, having my promotional card being denied and being lied to numerous times I would NEVER EVER EVER have a contract with Sprint. I even asked with all the issues I've had with them if I can return everything and get out of the contract and was told no. Shady practices by a company!