ORLANDO, FLORIDA -- I have recently tested Sprint service and have had some service challenges that I want you to be aware of. I purchased 2 iPhones and switched my services from Verizon Wireless to Sprint on 11/15/2013 at your corporate store located at 885 N. Alafaya Trl Orlando, FL. My service representative was ** who although was very pleasant was not aware of all your policies and procedures. I walked through your service coverage with her at the location on an iPad in the store locating everywhere that I would be using Sprint service. As I use it for work this was necessary in deciding to switch to Sprint.
We located all of the areas that I would be using my devices and she assured me that there was voice and data coverage. I asked her that if I tried out the service and it did not work for me, what timeframe I had to change my mind. She said that I had 14 days to return the devices, I asked her if there would be any fees in returning the items and she said no. I said that is great sign me up and I transferred with the expectation that they would work in the areas that we had discussed. She rang me up added a Galaxy tab mini (good up-selling techniques) and then she went through items on a small signature pad barely readable which required my signature.
She abbreviated the pages that I had to sign saying, "This is just you agreeing to the 2 year contract after 14 days, sign on the bottom." Not stating anything about return fees or restocking fees. As I spent the last hour in the store and being part of the Sprint team one can only assume that she would not be misleading me or misrepresenting the company to make a quick sale. Later that day, I took my partner in to pull his number from Verizon Wireless and add another to my line making 2 lines now with Sprint.
The representative ** (apple representative at the store) asked if I really wanted another apple device as it is not the best phone on the market. When I asked him why he had an iPhone he said he only had it for work and had to have it for show as he was the representative for apple. He then went on to explain the benefits of switching to another brand whether it be Samsung or even Motorola! I was in shock having been a loyal apple customer that their "representative" would disregard them so easily and without pressure.
After having the phones for only a day, I called Sprint and reported that it was not working in the area that I needed it. The customer service representative said that they would be happy to put in a request for that location and if it is a continuing problem I have the option of purchasing what she described to me as a cell phone hot spot that when attached to an internet connection would give me extended coverage. Next solution she gave was that I was still within my 14 day window to return the items to the store. I was a little turned off by a representative not supporting their company and even mentioning discontinuing service.
Over the last 12 days I have used my phone at work, home and my 3 Orlando Hotels that I manage. The phone did not work at all at one of my hotels and I called Sprint again and explained my issue. The customer service representative this time asked me if the phone worked when I walked outside. I said yes, this representative informed me that the phone is not guaranteed to work indoors. I said, "OK thank you" and "Can you put in a request to check coverage at that location?" She said absolutely and that she would have IT look into the issue.
I finally made the decision that Sprint was not going to be the best carrier for what I needed at this time. I went back to the store on 11/25 with both phones and the tablet. The service representative ** who was very rude once she found out I was making a return saying "Oh you're returning all of them." She did not ask why I was returning, nor did she offer any solution to try to keep me as a customer. She said that the restocking fee was $145. I said, “Wait a minute, I was told that there would be no fee to return the items within my 14 day period, I do not have any money to pay that at this time as I just purchased 2 new phones with another carrier.”
So, I asked to speak with a manager. She went to the back and got ** (Lead Consultant). He did not offer me any solutions to my problem and told me that I can "go ahead and call corporate" as he won't do anything no matter what they say. I asked him, “What I am supposed to do, just stand here in the store until I get it resolved?” He said, "You can only wait here for a certain amount of time then I will have to get security."
So I proceeded to then spend the next hour and 45 minutes on the phone, most of the time on hold waiting for the next "manager," to assist me. No one could offer me a solution or fix to my issue. The customer service representatives said, “There is nothing we can do about your issue, you have to pay a re-stocking fee.” At one point the phone was handed back and forth from me to ** and he kept saying no he can't change anything, the system won't let him, we don't communicate with corporate, and so on.
I do have to apologize for using some of the language and tone that I used with the representatives of Sprint over the phone. As we all know after being on hold for over 45 minutes and transferred numerous times, having to explain our story over and over, we as people get a little emotional. What I offered ** and the Sprint service reps - To leave the items with ** and he can have his manager contact me in the morning and we can resolve it at that time. ** response "If you leave them here it's abandonment and I am not liable if someone steals them or something happens to them."
So as a Sprint representative he didn't think that the items would be safe in his store? He also stated that he would have to report them stolen and get the police involved if I left them in a SPRINT STORE?! -To have someone send me a package to return the items. "We do not do that. If they are from that store they have to be returned to that store" - To have the re-stocking fee billed to me as I did not have the money at this time to pay it. "We cannot bill you for a re-stocking fee. You have to pay it or I cannot take the items back."
This brings me back to my first time as a manager when my GM gave me a book called "Moments of Truth". I have been a manager in Hotels for the last 8 years and am now a training manager developing customer service courses. This book "Moments of Truth" describes how one airline with one of the worst reputations in the industry went from nothing to one of the best airlines in the matter of years just by their customer service. Definitely a must read for any associate at a company such as Sprint. It details being empowered to do the right thing and go to whatever lengths you have to in order to resolve a guest issue.
Sprint does not have a great reputation amongst consumers, people ranting about poor service and lack of customer service. The company says that it is trying to turn around its image problem. A little advice if I may is if you are great to people they will come back to you. People don't buy what you offer or your service, they remember how you made them feel. So even after giving the under-dog of the cellular industry a chance, I came up disappointed. Now I am a customer of AT&T and I will not in the future recommend or ever be a Sprint customer.
So what I'm saying is this goes beyond a restocking fee, it deals with truth, treatment and doing what is right. All of which your "People" and "Brand" could not do. Everyone instead placed blame on to one another and acted confused. When you work for a company you are part of them a part of what legacy they will leave and as of right now I would re-train some of your employees and empower them to take ownership of your brand whether it be Sprint or Apple.
We are in the People business, so let's learn how to deal with people first, not look at them as a sale or an inconvenience, but get to know them and treat them the way they deserve to be treated. Ultimately, you and I both know that something could have been done to resolve this issue just not "ONE" of the people that represented the Sprint brand cared enough to try. People who care about their company treat it like their own and can only help it become something great.
Now I have 2 Sprint iPhones, a galaxy tab mini and a contract I can't cancel unless Sprint takes back its product that it so publicly says is one of the best. If you don't believe that just stay on hold for an hour or so you will eventually memorize the message.
I didn't fully understand what I had agreed to pay for when I set up my contract but that was my fault because I didn't ask enough questions and I was in a rush. When I went to call in about what I was actually paying for (which was the spending limit agreement that they charge $7.99 for), the assistant was very understanding and was very personable. He allowed me to explain what was going on and he restated everything I said to ensure that he knew what I was talking about. He explained to me that I didn't have to pay for the additional $7.99 plan if I signed up for autopay, which I was comfortable in doing.
He also told me I was qualified for a $5 discount on my bill because I signed up for autopay. I was a couple days away from when my payment was due and when I was talking with a chat messenger, they said that I wouldn't see a change in my bill until the next billing period because it was so late. When I called in the man told me otherwise and took it off the bill himself. He was very polite and got the job done quick. He made calling in easy and a good experience. I recommend Sprint because of their good deals, service, and people that are involved in the company.
ONLINE REP -- I had the worst experience ever with this company. So normally I am very happy with Sprint. However today it was like dealing with a completely different company. I was trying to set up a plan so that my phone didn't get shut off since I was sick for a week and a half and didn't really get a paycheck since I couldn't work.
So the first person I talked to was very helpful. However they couldn't help so they transferred me to someone else and that person was very rude and disrespectful and completely disregarded anything that I said and at the very end of the conversation set the payment to be processed a week before I asked it to be and then discontinued the conversation right after I stated that they put the wrong date and it wouldn't be able to be processed on that day.
So now I have to take time out of my day to try to contact them and explain the situation all over again to someone else just to get it corrected. This made me start looking into other phone providers since I have never been treated this rudely or had someone so incompetent in trying to deal with an issue.
DAYTON, MINNESOTA -- Was a Sprint customer for 15 years. Worst customer service of any company I've dealt with, customer service lines always jammed long waits. When you do get to a representative they don't help. Had to call back to Sprint 3 times to cancel our service with them. They continued sending us bills even though we were no longer customers. Got to the point it felt like retaliation for canceling with them. I STRONGLY advise people not to do business with Sprint, my family will never deal with them again! As I am writing this I just got another bill from these idiots for $5.44 over half of which is a surcharge!
GURNEE, ILLINOIS -- On the 20th of November my wife and my son went in a Sprint store to do an upgrade. He had the iPhone forever plan so he went in to get his new iPhone and was told that he does not have that plan. My wife asked to speak to a manager. At that point the person that was helping him said he was the manager. 5 minutes later a manager came in and told her that person was just a regular store associate and was not the manager. Her manager told her they still would not be able to help her because she's not the primary number on the account.
On my way back home from work, I stopped in a Best Buy store. There was not a Sprint store close to me. They were able to handle the problem and could not understand why the Sprint store did not see that my son had iPhone forever. I've called over four times to Sprint customer service to inquire about this problem and all four times, halfway through the conversation the phone would go dead. One time I called and asked to speak to a manager and was told one minute and five minutes later the phone hung up. So at this point I think I'll go into the store and who knows what will happen then. I do know I have to find another provider.
ST PAUL, MINNESOTA -- I have been with Sprint for about 7 or 8 months. I was with a previous carrier, never had any problems. A few months ago, my first bill was enormous, and I felt I was lied to. I have to talk to a service representative on the phone for 2 days, 5 different reps, 3 supervisors to get something straight. Next, on the way to my daughter's graduation, was in the store for an hour, (I only had 3 hours to get there), my phone fell, but they could not help. Next, my piece where I put the input to talk on my microphone broken and was at my last stage of finally deciding to leave the company.
Finally, I got up the nerve to walk into the store, livid and met Amonte **, the retail consultant who eased my mind and my worries about my phone, cleaned out the talk piece and treated me like never before. I decided to stay and I really appreciate this employee for his exceptional professionalism as well as compassion for my issue. Sprint, this man was an example of what customer service should be and I applaud him for his service. Needless to say, I am staying!!!
OHIO -- Just dropped from four phones to one on Sprint after five months of aggravation. A really good promotion ended and I called to find another as we are not on a contract. The plan was offered to loyal customers only (we've been with Sprint over ten years!) and offered NO per line access fees (4 x $15 = $60 savings). Those savings never materialized even though I have this offer and my acceptance in writing, in an emailed chat transcript. I spoke with countless folks in customer service and supervisors.
The final straw was when one finally acknowledged that there was no such offer and I still had to pay the extra $60 per month plus taxes and late payment charges. If my son had other service where he is on campus, we would have no lines on Sprint. All those TV ads are for the uninformed who don't know what they are signing up for.
LOS ANGELES, CALIFORNIA -- Sprint sucks... First of all for a two-year period I was paying 80 dollars for a 1 GIG of data service which after two weeks I couldn't use my GPS because my data was at the limit. After the two-year ripoff or as Sprint calls it plan I went back to the store in east Los Angeles to see my options. One of the customer service guy kind of helped me not caring whether I renew my service or not.
After that I walked out the store and cancel my service with Sprint. I had just paid two months of service and it was the end of the month so all was needed to be done was to cancel the account. Instead the lady charged an extra month which led to a collection agency. Now I'm in collections for the amount of 82.60. So I went prepaid with Boost Mobile which is a lower branch of Sprint network and the same results.
The cell number I was given was an old number given to another customer causing me headaches because I was stuck with the phone number contacts of the old customer that means I was getting some weird calls. So I go back to the Boost Mobile store to change the number and guess what, the customer service guy was a total jerk, didn't want to help me at all. I'm done with Sprint, don't recommend this company..
I was told there would not be an access fee because that was the promotion when we added a line. Now, each month, the access fee keeps showing up. The local office said it was going on and they have fixed the bill a couple of times. I have tried the Customer Service for the company. They have said they understand and fixed it twice, but they won't take it off the bill. They said the promotion was over when we got the phone and my only option is the local office can continue to fix it if they choose to do it. Very frustrating. The local office should have the authority to fix it for good or else the national Customer Service should fix it.
KANSAS -- Do not sign up with Sprint cellular... ever!!! There is only a 14 day trial period (starts from the date the phones were ordered, not when they are activated) to return the phones if you do not like the service. My service is horrible. I am 5 days outside this 14 day period and Sprint will not allow me to return the phones and get out of the contract without paying all the charges for the 2 years... over $2k!!!
Customer service is not helpful at all. They keep telling me that the connection needs reset and that it is not their network. All the phones on my account drop calls, have minimum reception in most places. I was on the phone with Sprint customer care and it dropped the call. Had to start all over with someone new. Do not sign up!!! If you do and your service does suck like mine take the phones back immediately!!! Do not wait.