Sprint - Lied (sorry miss-informed) again and again and again
Sprint Customer Cellphone Service - Complaint
CUSTOMER SERVICE NUMBER, WISCONSIN -- I originally got a Galaxy S back in January of 2011. And it worked great! I enjoyed it all the way until Sprint forced a manual download in the Fall of 2011. After that, the phone would just start punching buttons in and doing things all by itself.
This is where it the story takes a turn for the worse. I took the phone to a Sprint Store (normally go to the one in White Bear Lake, MN...since it is only 45 minutes from my house and is the closest one). They "fixed" the phone, but it still did not work. I took it back, the Sprint Store had the memory erased, but it still did not work.
Finally, in January or February of 2011, they gave me my first Refurbished phone. I did not have this one month and the phone would not hang up on calls, so I returned it to get a second Refurbished phone. I did not have this one a month, as the screen would not rotate. I then got my 3rd Refurbished phone, and again, this phone would not hang up on calls.
However, before I could take the 3rd Refurbished phone back, I had the phone in on hand and as I was trying to hang up, the phone cracked (from the pressure of my thumb). I went to the Sprint store and they informed me that since the phone was cracked, they could not do anything and I would have to contact the Insurance comany to get a new phone.
Upon contact Assurion (the insurance provider), I found out that I would have to pay $100 to get a REFURBISHED phone. I was upset and learning I had to pay $100 to get a Refurbished phone, when I cannot get a Refurbished phone to last longer than 1 month. So, I called Sprint Customer Service. The representative I spoke with stated that they could not do anything, but have a manager call me back within 24-48 hours. Fine! However, no manager did actually call me back. Please remember, at this point, my phone is cracked and actually now is trying to cut me...I have to tape it so I do not get cut, but at least it kinda works.
After waiting 3 days and no manager calls me back, I call customer service at Sprint back to get a customer service representative who tries to transfer my call, but instead hangs up on me. No one tried to call me back after they hung up on me. I waited another day and called back a 3rd time.
This time, I told the Sprint Customer Service Representative all that I had been through and she was nice enough to credit my account $50 for the poor customer service and told me if I got a Refurbished phone through Assurion and it did not work out, I would get a brand new phone...no more Refurbished phones. I reluctantly agreed to pay $100 for a Refurbished phone (but at least I had $50 credit for the poor customer service and a promise of a new phone if this did not work out).
So, in March of 2012, I got my Refurbished phone from the Insurance Company. It also did not want to hang up on calls. However, before I had a chance to get it to the store, I sat down one day and the screen cracked. PLEASE understand...I did not sit on my phone...my phone was in my front pocket of my dress pants with no other items with my phone (as I never but anything in the same pocket with my phone).
So by sitting down, my phone cracks, but this time, the phone will not work at all. I go to the Sprint store to have them tell me that they cannot help me. I call Sprint that night to be told by a Customer Service Representative that I can get a new phone or an upgrade for free. I was not fishing for an upgrade, but since I have had so many Galaxy S's, I agree as long as it is free. Not a problem, he will transfer me to someone who can help.
I get transferred to Tech Support (I do not know if this was an error), but after I tell Tech Support all that has happened, the Tech Support person states they can only get me a Refurbished phone. However, they will note in the account that I should go to a store to get a free upgrade. I ask this person too, "is it completely free?" She states it will be completely free.
I take time out of my next day to go to the store. At the store, I wait a good 20 minutes for a representative to help me (while the only 2 representatives helping customers are both helping the same customer).
When I finally get a representative to help, they inform me that the notes on the account do not say I get a free phone, but say "I stated I get a free phone", so they cannot do anything but let me pay $100 for an early upgrade and sign a new 2 year contract.
I then call Sprint Customer Service from the store. The first representative transfers me to someone who can help. The second representative proceeds to tell me I have been "miss-informed" and have to pay $100 for an early upgrade and sign a 2 year contract OR pay $100 and go through the insurance company. I state that I have been told my 3 representatives that I will get a new phone and I took time out of my day to be told I have to pay $100 and sign a 2 year contract to continue with this GREAT customer service?
She says those are my options. I ask to speak to a Manager. She states that she can have a manager call me back in 24 to 48 hours. At this, I loose it and state that my phone IS NOT working and how is someone supposed to call me back? I bounce from place to place for work, so how is someone supposed to get ahold of me? I literally argue for 10 minutes as there is no real way to contact me. Finally, since she will not get off her butt and go tell a manager of the situation, I agree to have a manager call me back. As soon as I agree, she says "Thank you" and hangs up on me! I had just stated that my phone does not work! I argued for 10 minutes on getting ahold of me and she hung up on me before she could get any contact information. This is the type of customer service represtative Sprint has hired (one that works for a phone company and is not smart enough to obtain contact information after you just complained for 10 minutes that you cannot reach me as my phone is not working)!!!
At this point, I leave the store and wait to cool off before calling Sprint back. I call later that night to have a customer service representative say that they will send it on to have the case reviewed and will get back to me the following day. After not hearing from them the following day, I try to get ahold of them on the third day. I finally get a hold of them at 5:30 that night and they say there is nothing new to report, but they will call me that evening.
After receiving no call that evening, I call Sprint the following day, to be told there is a note that he called and left a message...what phone number, I do not know. I then proceed to talk to customer service representative, escalation managers, and some other supervisor for them to tell me that I was miss-informed 3 times and can eith pay $100 for a Refurbished phone or pay $100 to upgrade my phone and sign a 2 year contract.
I do get a HUGE $25 credit, as that is all they can do!
Meanwhile, I have been lied to by ALMOST every representative, hung up on, and they feel that they are not to be held accountable for their representatives...I can waste hours from my day trying to get them to honor what they tell me (whether it be a new phone, a free upgrade, or just being decent enough to call their own customer back), but Sprint does not feel that they should be responsible for their representatives that they train in!
I am now at the point that I am debating on paying close to $1000 to cancel all 6 phone lines I have (as I do not know if I can handle 2 more years of a company that feels it is acceptable to lie and treat their customers this way)....sorry, not lie, but miss-inform!