Sprint PCS - This Company Deserves To Be Out Of Business. I Have Never Dealt With Such Negativity.
Corporate Communication - Complaint
KANSAS CITY, KANSAS -- I know that many of us have had issues with Sprint. My incident in no different than many of the other requests, and I would like to share it. I will also share that I have emailed Mr. White and gotten no response (Social Responsibility Executive) instead I got the feedback from another Executive who wasted no time dismissing my claims. Sprint should just allow people to leave once they have shown that they care for none of us. So many posts are centered around customer service and lack of cell service that it is baffling. Here is my story....I have been a Sprint customer for approximately 9 months. In that time I have made sure to keep insurance on my phone, as experience teaches us it is better to be safe than sorry. I was denied a phone of equal design, after it was identified to be faulty merchandise.
Typically, I would not care, but I explained to the manager that I was headed out of town and would be driving for seven+ hours, this was after I was told that I could pay the $100 deductible and get it next day (even though they were not sure what the cause of my malfunction was). In addition, I had to wait two hours for them to tell me that there was no damage inflicted by me, rather the phone was faulty. In this case, I explained that I was going out of town, would be on the road for 7 1/2 hours, that I needed a form of communication, as well as, the GPS Navigation application installed on my Samsung device. I was told that nothing could be done- that either I could pay the $100 deductible or wait the 2 hours that it would take the technician to check the phone, once it was checked, I would not receive a phone for 3-5 business days. You see, my issue is not with the customer service entirely, because they tried to be nice, but my issue is with this company that has received approximately $1,012 dollars from me over the course of 9 months. I pay for service, insurance, and I EXCEPTIONAL service.
After explaining that I would be going out of town, I fully expected that my phone would be delivered next day, or in the very least, I would be able to go to another location and receive the same phone DUE to the fact that I was going out of town, would be driving by myself for seven+ hours. As a single woman communication is everything when hitting the open road. My frustration comes in because the staff DID NOT try to help me. They did NOT try to contact upper management, they did NOT try to get my phone to me overnight versus the 3-5 business days. In addition, I live 27 miles away from the store that I visited, (closer to work).
Here is the correspondence that I received no answer to:
This reply is unacceptable. As a customer, I do not understand how a multimillion dollar corporation easily forgets about the little guy. I feel like my request were within reason, but the fact that your company has not made any amends and from the looks of it, does not plan to. This response has prompted me to seek a review by the FCC. In addition, I would like my contract with Sprint to be made void and the repercussions of the elimination of said contract at this earlier date to be nonexistent,. Please consider this my formal request to be let out of this contract. Here is the response you all posted, I would like to know if you find favor in a reply for a customer who experienced 6 events of horrific customer service over the span of three days.
On Sat, Sep 14, 2013 at 5:48 PM, Overstreet > wrote:
6200 Sprint Parkway
Overland Park, KS 66251
Thank you for passing my correspondence on to a person you deemed acceptable to handle my grievance; however, a mere explanation of the policies of Sprint and their chosen manufacturer in no way absolves this entity of the wrong doing inflicted as outlined in my initial correspondence. Once again, I am without service due to the end result- "nothing" could be done. As you already know, I found the phone call unacceptable, the resolution nonexistent and the overall outcome a true test of my patience.
Due to the inadequate recommendations and lack of action, I have filed a formal complaint with the BBB. If and when this comes back to me, I will be doing whatever I can to raise awareness. I really feel like this company in no way cares about me as a customer, in no way cares about my circumstance, and furthermore has pushed me aside. While there are no doubt others with more pressing situations. The inaction and recommendations coupled with the mediocre service received from this corporation has really driven me to push for a fair solution. Nothing that was proposed has been just and fair, and of course it does not need to be both.
In conclusion, I do hope that my issues can and will be resolved sooner rather than later as I am now approaching the fifth consecutive day of interrupted service, a service that I happily pay for around the 19th of every month.
On Wed, Sep 11, 2013 at 3:24 PM, Overstreet > wrote:
6200 Sprint Parkway
Overland Park, KS 66251
I hope that this correspondence finds you in good spirits. My name is M. Overstreet and I am a current customer of Sprint. I know that as the Senior Vice President of Corporate Communications and Corporate Social Responsibility, you may very well be the best avenue to communicate my recent deplorable experience with Sprint’s customer service team. Service is above all effortless; it is a drive to accommodate a stakeholder, to complete the order prior to the deadline, to be the BEST.
My recent experience with your customer service staff was anything BUT what I expected, or rather what I had come to expect. You see, I received some of the best customer service when I negotiated my contract with Sprint and for close to 9 months I have had very little to complain about; however, the recent events have substantially diminished my faith in this entity. Without further ado, let me recall the unfortunate events that took place from September 09, 2013 to September 12, 2013.
On September 09, 2013, I got home and plugged my phone in to charge, there was no response. I changed the outlets, naively believing that it was something I had done. The phone simply would not charge. On September 10, 2013, I visited Store #893. The customer service representative was exceptional; he (Anthony) had recently moved from New Orleans to Texas and tried unsuccessfully to figure out what could be wrong with my phone. Above all, he gave exemplary service–service similar to that received at my initiation into the Sprint community. Once he figured that the port was more than likely the issue, he directed me to a close repair store.
From Store #893, I traveled to Store #218079, where the activity was at an all-time high. There were plenty of people there receiving help and I patiently waited my turn. Once the phone was in the hands of the associate, I explained that I really needed my phone because I was due to travel home the next day. Where is home? Home is approximately 7+ hours away from my residence in Spring, TX– hence why I did not WANT but NEEDED my phone. He explained that I could either make a claim and pay $100 (again) as the deductible if I could not wait for the technician to look over the device, or I could wait 2 hours then they would order the phone– I was informed that it would be 3-5 business days before I would receive my new device (even after explaining that I would be leaving to go out of town). Meanwhile, I am staring at a phone that will not be able to be utilized due to the phone not holding a charge. I pay for a service Mr. White– Did I expect more? Yes. Should I have received more? Yes. Am I am disappointed, more so than angry? You bet.
You see my issue does not entirely lie with this lack of customer service, because they attempted to be nice, but my issue with this company that has received payment for services that they have not rendered. After explaining that I would be leaving to go out of town, I fully expected that my phone would be delivered next day, or in the very least, I would be able to go to another location and receive the same phone within a 24-HR window only due to the fact that I was preparing for a 7+ hour long road trip where I utilize my phone for both emergency and navigational purposes.
In addition, my frustrations stem from the definitive lack of care. I live roughly 27 miles from Store #218079. Do you think that asked me if I would like to receive the phone to my home or perhaps a closer location? No. Do you think that I left that store feeling good about my commitment to this company? NO.
The customer is NOT always right. The customer is sometimes wrong. I see it every day. In this situation, not only did I have to change my vacation plans, but I also had to revise all of my travel arrangements with those corresponding plans. Within this incident, the customer was indeed right.
I did not want to accept that ‘nothing’ could be done. I got up the next morning (September 11, 2013) and said I will see if I can chat with an agent who may be able to tell me more information. This was approximately 33 minutes of my life that I can never get back. I was treated with horrific service. I was transferred to Assurion twice, denied access to upper level management, placed on hold for approximately 17 of those 33 minutes, and above all things– my issue was never resolved. I have included the correspondence from your agents, as I did try all avenues of communication to get this resolved. May be you can help them in the future, both instances I was dismissed– with NO resolution to my issue.
Lastly, I placed a call back to store #218079, and asked if I could speak with their District Manager or if there was someone else who could accommodate my request. After being placed on a brief hold from a representative who did not introduce themselves, I was told that my phone was scheduled for delivery tomorrow. This, after being told that ‘nothing’ could be done. This, after being without my only form of communication for 48 hours. To say I am ‘upset’ would be the understatement of the year. You will notice that both in my phone calls, chat windows, and physical communication efforts with the staff of your company- I never cursed. I never raised my voice. I maintained patience. This one incident has forever tainted my view of this company. I know that an entity this size may very well never provide consistent exceptional customer service, but my days of no resolution, of ‘nothing’ could be done, of the client revising vacation plans due to this unacceptable service is a terribly hard pill to swallow.
As the overseer of corporate communication, issue resolution, and external relations, amongst a multitude of other duties, I fully expect for you to understand the power of one. I know, I know, I am just ONE customer. ONE insignificant portion of revenue. ONE negative review. Mr. White, I feel that you need to understand, as a man in your role for so many years does, that the power of one can fuel the voice of many. With my unfortunate events, one has to wonder how many other valuable consumers have received this poor service.
In closing, I would just like to state that my intention was to bring attention to an issue that will cost you. Providing poor customer relations for a paid service is unacceptable. I hope you have time to really read this letter. I hope your really understand my view. That was my sole intention– to bring attention.
Lastly, I would like to share
Nikki's response. I asked to be let out of my contract when they did not reimburse me or in no way to my knowledge thought that the horrible customer service and the lack of services was adequate:
Dear Ms. Bright:
Sprint is in receipt of the above-referenced rebuttal statement filed by Ms. Overstreet. We again apologize to Ms. Overstreet for any inconvenience she may have experienced while attempting to resolve her concerns.
As indicated within our previous response, we spoke with Ms. Overstreet on September 12, 2013. During that conversation, we explained to her that we were contacting her due to the e-mail that she sent to Mr. White. After Ms. Overstreet sent a second e-mail to Mr. White, we attempted to reach her again; unfortunately, we were only able to leave a voicemail message for her. We subsequently received a voicemail from her indicating that she did not want to be contacted unless we were going to honor her requests.
In our previous response, we stated that our Terms and Conditions of Service note that we do not manufacture devices that we may sell or that are associated with our services, and we are not responsible for any defects, acts or omissions of the manufacturer. The only warranties on the devices are the limited warranties provided by the manufacturer directly. Therefore, we respectfully decline Ms. Overstreet’s request to waive any applicable Early Termination Fee.
We have taken considerable time researching Ms. Overstreet’s concerns. After discussing this matter with the Executive & Regulatory Services team, I am confident that all of her issues have been fully addressed and resolved. Therefore, all subsequent inquiries will be met with the same response.
If Ms. Overstreet has new information that was not previously submitted regarding this issue, please contact me by calling the Executive & Regulatory Services department toll-free at 1-855-848-3280 or directly at (817) 215-3542. I am available Monday through Friday between 9 a.m. and 5 p.m., Central Time.
Executive Services Analyst
Bottom Line: I WILL NEVER RECOMMEND THIS COMPANY.