Sprint Nextel Complaint - Customer service/abuse
AUSTIN, TEXAS -- Twice in the same number of weeks, Sprint customer service representatives have hung up on me. I called for two separate problems; the fact that these problems exits is, of course, an issue in and of itself. However, hanging up on me – I think mostly because they didn't know how to fix the problems – is beyond the pale. I'm beginning to wonder how the company even stays in business.
1 – Outgoing calls directed to automated billing system due to “non-payment:” I had sent in a check, but figured it had been delayed in the mail or applied to the wrong account, so I decided to pay again rather than risk my cell phone service. After debating my account and credit card numbers with the recorded voice, I was told they were routing me to customer service due to “technical difficulties.” After a 5 minute wait on hold, a man told me my account was already paid in full and he would put me on hold while he tried to resolve the issue with their “technical experts.” After an hour on hold, the line was simply disconnected.
2 – Despite the above incident, I made the mistake of renewing my service and upgrading my 4-year-old phone. The next dellima was to find a plan that was compatible with the new phone – which has a number of features that are completely new to me. The issue is that most of the features are available on any plan, but some plans cover the feature with a blanket fee and others require a much higher per-usage fee. This is complicated by the fact that the instruction that came with the phone are deliberately vague when it comes to how you are charged for the feature it describes. So I asked the store where I bought it, and I checked the Sprint website. They contradicted one another. So I called customer service. The lady I spoke to said that the only plan that would cover the one feature I wanted was the most expensive plan I had considered (and included many features that I do not want). Now, this contradicted both the website and the store. As I was asking for details about the plan I thought I needed (based on the website), she hung up on me.
3 – I just found out that Sprint apparen'tly offers a discount for government employees. If I can verify that this is true (hopefully without being hung up on), I am going to wonder why I paid full price for 4 years.
4 – I can't find any link or email address to submit customer feedback to Sprint. For obvious reasons, I would prefer not to call. If anyone knows how to contact them – I would appreciate it.
Thanks for the opportunity to voice my thoughts.