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.
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.
MINNESOTA -- I was connected to a representative to have my phone unlocked for international use. They were not able to help me and ended up disconnecting before answering my further questions. It was a complete hassle trying to connect with them and a complete waste of time once connected. It's bad enough that their products are limited to only their carrier, even after years of using their service. Now the $900 phone I purchased is basically useless unless I am in the US and using Sprint. In this day and age, we live in a mobile world, and Sprint restrictions are unrealistic. I would not recommend this cell phone provider to anyone.
MO., KANSAS -- I bought a Sprint flip phone back in 2009. I ordered the internet, for the first time. I was sickened that the rate was to be 120.00 a month. I endured this ridiculous rate for many months. I added my Son to my plan and was further insulted when the bill returned to show that there was NO additional rate discount on the family plan. I called them to tell them I was paying 250.00 a month for merely two phones. Sprint did absolutely NOTHING to remedy this financial robbery. I then, discontinued my service, as THEY defaulted on THEIR agreement.
Now, today, they renew the ONLY bad reference on my credit report. Hey Sprint, you can shove that fraudulent 850.00 fee sideways up your corporate asses. Find your overblown raises in somebody else's pocket. If I acted like this with other People's finances, I would be subject to Civil Actions. But SPRINT thinks they are above law. It will be a Happy Day when I hear Sprint is finally broke and gone. Good Riddance you deceptive losers! Your business practices follow the same as the now dead Blockbuster Video.
SANTA CRUZ, CALIFORNIA -- Started to have problems with Sprint service since I moved from East Bay in 2010. Although for my time with them and since they sent me an Airave I decided to stay with them with a very high cost. I am working with elderly people where the Internet is 100% needed. Took me 4 weeks with Sprint dealing with them and no solution to the very bad reception problem as well as drop calls every other day. The result, I decided to move to another cell company after being informed that I can use Sprint phone with anyone else with the condition that I pay in full. The result, I paid in full the phones and can and could use with any cell carrier provider, Verizon or AT&T.
In both companies I had the same problems and Sprint phones cannot be used. Consequence, I have to buy new equipment spending another 1500$ and having two almost brand new mobiles phones, Note 4 and Galaxy 5. Customers reps, everyone had a different speech but no sign of being polite or look for a solution. Definitely will not spend 160$ a month for ** service. If somebody knows how to fill a customer complaint other than Sprint please let me know. It is not fair and right to be punished in the way that I was and worst spending used 800 for nothing because I cannot use the damn Sprint phones with anyone after being fully paid.
OCALA, FLORIDA -- I put up with Sprint for over 12 full years and last October & November when I was on business in North East Connecticut and Western Massachusetts I literally had NO service or little intermittent service with numerous drop calls & then a notice saying "No Service Available". I have to be back in this area for over 2 months, leaving soon, and was told about 2 months ago when I notified Sprint of another $5.00 credit they did not put on my bill - that "Of course you won't be charged an early termination fee when we cannot provide you with the service you pay for".
Well, I finally switched to Verizon based on all my research and them appearing to have the best nationwide service for all my traveling. Sure enough I have encountered nothing but HORRIBLE customer service saying, "there is NO way the early termination fee can be waived". I had RE-upped again not quite 2 years ago, August 15th. No wonder the word is that they are continuing to lose thousands of customers & that is why they are offering such low rates.
A small credit after haggling on the phone for hours is no consolation when your messages do not generate at all OR take 4 days to generate and you can't use your phone while traveling! YUCK... stay away and pass on these facts. Sprint doesn't appreciate their customers - I can say that based on my over 12-year experience!
I called to cancel my extra line, but when I got my bill I was still being billed for it. I called and spoke to a supervisor. She told me the Rep notes said I requested the line to stay on. Why would I want a line I don't need and not utilizing? She went by what the Rep had noted (at Sprint, the customer is always wrong). Another time the Rep told me I could extend my bill and pay at a later date. Again the supervisor said she is taking what her Rep had noted. They disconnected my phone.
Today 3/11/15 I called to pay a bill of $167, quoted to me by yet another Rep. But when I called to make payment, I was told I had to pay the full $325.97 to avoid 'cut off'. I informed the supervisor of this but she insisted the Rep did not tell me so. This is FRAUD. They have so much added charges and surcharges, it's ridiculous! At this moment, I am setting up with another wireless service and done with Sprint!! I am making it my life's work to have SPRINT investigated for those bogus charges!!
GRESHAM, OREGON -- I had an iPhone and my granddaughter had a Galaxy. We had been with Sprint for a couple of years. My granddaughter and I decided to trade phones, so I took both phones into the store on NE Division St in Gresham, Oregon. I wanted to switch all the contacts, etc from one phone to the other. When I went into the store, there were 3 customer "service" representatives there. None of them were helping customers.
One guy told me it would be a few minutes before he could help me. I finally said, "Excuse me!" and was rudely told, "I don't have anything to sell you!" I tried to explain that I didn't want to buy anything, but was told, "We can't help you!" I was deeply offended, and so was my 95-year-old mother, who was with me. Needless to say, we are no longer with Sprint.
We have switched all 9 lines to AT&T because of the rudeness of the personnel at this store. I should have read the bad reviews before I ever switched to Sprint in the first place. It sure has changed since the time my husband and daughter worked there!!