Sprint - Lied To

Brio Kyocera Cell Phone - Complaint

Review by danella.watkins on 2013-03-03

Rating:

LONDON, KENTUCKY -- 2/21/13 09:30am starting to have trouble sending text messages, began to receive (error) messages (failed) network not responding, this lasted the remainder of the day, and also began couldn't retrieve voice mail or send or receive calls. I had great difficulty reaching Sprint to report it, but I did finally get through by using *2. This is when (ESCALATED HELL BEGAN) I was transferred to technical support who tested and tested for about 30 minutes, and every test made produced(ERRORS FAILED)this technician Isaac advised me to take the cell phone into the Sprint store to get it replaced, I did go there 1136 Washington Avenue St. Louis Mo., but no replacement did I get, the agent that helped me was Evan, he advised just walking in to get an replacement even though I told him Sprint Technical support sent me says it doesn't work like that, he said it was an easy fix, and he would have it ready only in a few minutes, and within (5) minutes he told me that I was good to go, I was able to retrieve my voice messages. OK good, I believing the troubles are fixed only to discover (15) minutes later all troubles have returned. This is such an atrocious series of events there is probably not enough space to give all the details, so I'll give an synopsis from here on in. This 2/21/13 originating date of trouble up until this writing I'm still having the initial troubles plus some new ones with the new replacement brio kyocera picked up Friday 3/1/13. I've made (8) *2 calls, I've talked to (8) customer service Representatives, I've talked to technical support (5) times and twice to supervisor's (TWICE BOTH OF THEM LIED) 2/22/13 Kevin, and 2/24/13 Mike, both assured me that I could expect to receive a new phone within 2 to 3 days, this never happened. I talked with (8) other supervisor's (2) who were (ABSOLUTELY) obnoxious one even hung up on me, and Nicole told me that she wasn't going to transfer me to the executive complaint department, and that she chooses to disconnect, and disconnect she did. I've made (4) trips to the Sprint store at the 1136 Washington avenue address, I've talked with executive complaint Carol twice reached her through dan@Sprint.com, she didn't seem to be up for such advanced troubles, I had already sent her an email detailing every thing, and when she called me she began to ask repeated questions that she already had the answer to if only she had read the email totally. She was the one that made the agreement with the Washington ave Sprint store to come in on Friday to possibility pick up a new replacement phone, but there was no guarantee that it would be there Friday, and if not Friday it would be there Monday 3/4/13, also she would be making a report to network engineering to look at the troubles and that could take 7-10 days. But I assured Carol I wouldn't be awaiting 7-10 days for their findings, and that's when she came up with the idea to give me a replacement phone, and it is defective, like as last Saturday 2/23/13, I own a business, and Saturday is my most vital day.

I couldn't use the cell phone at all, the phone powered itself down, and didn't come back on until I plugged it into the electrical outlet to be charged, but even then it only worked intermittently, and the new replacement cell phone Saturday caused to very great (DISTRESSES and HUMILIATING)11:30 a. m., I was serving a customer, she asked me a question, and I needed to use the cell to make a call, and the screen was completely white, several experiences with this new phone before this incident. The customer was detained unnecessarily for (2) minutes, and the next critical issue I had received a phone call from my son that was critical, but was unaware of it until after getting home, charging the phone, because it had powered itself down and off received at 12:30 PM, it was 9:00 PM when I got the voice mail. The cell phone is the only phone that I use, and I've been messed around so very poorly by Sprint. I now have an email sent advising Executive Representative Carol she and I no longer have a need to discuss my cell phone troubles, I'm expecting a callback, email, overnight express correspondence from either Mr. Hesse, or a vice president who can pay my bill for a month, and get me a new upgraded phone, I will not accept another Brio Kyocera cell phone. I've filed a formal complaint with the FCC, Missouri Attorney General, I'm expecting to file complaints with The National Association of Regulatory Utility Commissioner, and the BBB.

I'm a 11.5 + years continual service customer with Sprint, and my monthly bill equates to between 175.00+ to 188.00 monthly. I did file an Executive Complaint with Sprint too.