I (Almost) Trusted You Sprint!
FLORIDA -- I was with T-Mobile for 11yrs - loved them, but when I moved they didn't cover my house and needed a phone and hotspot. I did my research and went to Sprint unlimited talk/text/data plan (mostly on cost). The first couple of months the service was great! I did have a few people tell me I sound "muffled" when I talk to them over the phone, but I just chalked it up as the phone itself having issues that I wasn't too worried about addressing. Although I have a 4G phone and didn't have 4G in my area yet, I was still pleased with the 3G speed - it did its job, and I thought "maybe 4G will be in the area soon since Sprint is a rather large company". A year has passed with broken promises from Customer Service (CS). It's considered "GOOD' if I even get 3 bars and yet again I get zero service inside my new home. They try to sell me a reception booster like it's my problem, not theirs! I let things slide a lot, but I was on the phone 5 times in the last 2 weeks with CS. First I told them I didn't need the Mi-Fi hotspot and I was okay to pay the $70 cancellation fee. They went over all the information and then a day later they turned off my cell phone instead! I told the representative specifically "not to accidentally turn off the phone because I've seen that happen before"..sure enough that's what they do. I had to go through the hassle calling them again to make them understand what happened - the representative almost acted like I was lying. The very next day I get a bill suddenly being $120 MORE than normal and on top of that it showed I RENEWED MY CONTRACT for 2 more years (b/c they turned my phone back on as if a new customer). I notice the bill slightly changing $1 here $1 there that is still unexplainable, but $120!!?? I questioned them on it b/c I just paid my bill so I know I wasn't late. I also noticed the city tax went from $5 to $19 (city or Sprint's error?). After the representative and his supervisor tried to figure it out, they noticed I was charged $70 cancellation fee twice (one for turning off the phone and then turning off the Mi-Fi). I had to put in a dispute claim because they didn't believe me that I I didn't request the phone being cancelled, it was Sprint's error they didn't turn off the Mi-Fi and I should be only charged one $70 fee. Finally, after 20 minutes on the phone and they reviewing my "case", they said it was "legit" (like I didn't know) and within 24hrs the 70 dollar charge will be taken off and the contract will stay as it was. It has been over 48 hrs and I still don't see the charges drop (nor even on the bill it showed the cancellation fee, which was strange). I'm going to give them one more day before I call them AGAIN. Overall I rate CS a 3 because they were trying to understand and be helpful and gave me a $50 credit the very first time I called in an issue, which they didn't have to (let's hope it applies to my bill, like the fees suddenly did). The service can be much better, especially for the price I'm paying - otherwise I might as well go to Metro.