Sprint PCS Complaint - Bad Customer Service
ILLINOIS -- My fiance had Sprint service for two years. When we moved to another state, he contacted Sprint. we wanted to be sure that we could add free roaming to the account since we would not yet be changing the number. When he spoke to the CSR he explained that he needed to add free roaming to the account and he was told this was a 10$ charge. She agreed that YES this could be done and YES it was only a ten dollar charge. She said she charged the account and it was "all taken care of". You can imagine our surprise when we see an enormous bill the next month on our bank statement. (He had automatic withdrawal) He contacted Sprint. He asked for his bill to be reimbursed since he was told that we would have free roaming. The CSR told us that there were no notes on the account that he even made the call. She said that not only is free roaming not 10$ but it is also not even an option! Why would the first CSR tell us that it was a 10 option and it was all taken care of? So the CSR told us that we would need to speak to a manager. But the manager was busy and she did not know how long we would be put on hold. So she explained that the Manager would call us back. Two days later...no call.
He called Sprint again. And again had to explain the situation to another CSR, because there were no notes on the account of the first call. She kept putting him on hold and asking a manager what to do...then she would come back and try to sell us a package that included lower roaming charges. After 40 minutes of going back and forth that we do not want another plan, we just was our money reimbursed she put us through to an assistant manager.
The asst mgr told us that he could reimburse the money but that we would need to sign up for another 2 year contract. We told him that we did not want to sign up for another two year contract. We wanted our money back for the charges and the account closed. He was very impatient and rude. He told us that he would reimburse it still, but he would need to call us back. We asked for his name but apparently, he can't give us that information. he also said that they do not give case numbers. he said that he would call back in two hours. Two DAYS later....no call. We called back and again had to deal with explaining our situation. And again the CSR kept trying to sell us another plan. We were transferred several times and each time needed to re-explain our dilemma.
Finally, we spoke to someone who said they would reimburse our bill, and close our account. the next month we realized that our bill was not reimbursed it was simply deducted from the next bill, which included calls that were made from before we became aware of the roaming charges. And there was a .50 cent balance. AGAIN we had to call Sprint and explain the situation. The CSR told us that she would wipe the .50 cent balance and there were no more charges. The next month, we get yet another bill for almost 12.00$. This was the .50 cent balance and taxes and standard charges. We tried to call but since our old cell phone number no longer worked we could not get through to a live operator. Every time we would call it would ask us to put in our Sprint phone number. We tried to go online but could not even find an email address for customer service. We finally got through after being transferred 5 times.
After we explained our story to friends and family, it seemed everyone had a BAD sprint CSR story. I can't believe that a company this renown could handle Customer Service so poorly. We have wiped our hands free of Sprint and will never use their services again. I know now that it is worth the extra money to pay for excellent customer service.