Sprint PCS Complaint - Sprint has poor service in stores and via customer service
SHARON, PENNSYLVANIA -- Wow.. what an experience with Sprint Customer Service. Enjoy reading my letter and response to and from Sprint… Apparently I managed to find a couple of poorly trained or skilled customer service reps and a store “manager” all on the same day!
There were so many multiple, bad experiences in the space of one evening that I would think it was a joke if it hadn’t happened to me. Having a customer service representative locking up their phone line for such an outlandish amount of time is beyond me and then the questions. I was keeping my cool! My sister said she was surprised that snakes weren’t growing out of my head! LMBO! I’ll update whatever happens with this experience with Sprint Wireless!
Enjoy reading the following letter, my response, and their reply so far. ~Beth~
Sprint Customer Solutions wrote:
Dear Beth,Good Morning!I have removed the 300 SMS Text Messages option from your account effective today (September 08, 2007).You can verify this change in the “Plan Details” section of your online account anytime after 4 hours of receiving this email.Removal of the text-messaging plan does not impact the text messaging capability of the handset. You can still send and receive text messages at a default charge of $0.15 per message.In future, if you want to enable this option again, you may either reply to this email or submit a request online and we will promptly enable it for you.
Please feel free to write back if you have any further questions. I will be more than happy to assist you.
Thank you for contacting us. Have a nice day.
“Where our customers come first!”
To ensure that we are providing excellent customer service on your self service experience, you may receive a survey on this response.
To: Sprint Customer Solutions
Right now I am one of Sprints unhappiest of customers. I tried for 4 hours yesterday to get a simple replacement phone or upgrade. I started out at a Sprint store in Sharon, PA. From there I called Sprint Customer Service on my phone… went back to the store with the customer service rep on the phone… she talked to the “manager” of the sprint store. Still unbelievable, BAD, BEYOND POOR, customer service from this store.
After that, I called customer service at the *2 number from one of my cell phones. I was given a Sprint Customer Service rep who was in the process of giving me new phones for my 724-9XX-XXXX and 724-9XX-XXXX cell phones. This representative was extremely long-winded, full of “ummms…” and inane questions and comments. It was an unusual customer service experience for me. I hope that this phone call was recorded because I would like a copy for posting on YouTube!
I am extremely disappointed with Sprint of whom I have been a loyal customer since 2003. I have 3 phone lines. I am a great customer. Check out my phone history. I pay over $200 each month in phone bills to Sprint. I am just so angry right now at the whole “Sprint” experience. All I want is a new phone for my 724-9XX-XXXX and 724-9XX-XXXX phone lines. I want the same phone as I have on my 724-9XX-XXXX phone line but in different colors. Why can’t Sprint make it easier for loyal customers to easily receive a replacement or upgrade and a good deal, all at the same time? FOUR HOURS of trying to get through to customer service is beyond being rediculous.
I am leaving on Thursday for South Carolina and really wanted a way to get a hold of my son before I left. Is there anyone out there at Sprint that can fix this horrible customer service issue for me?
This is what I emailed to a friend of mine…. last night about my entire Sprint experience:
So… I go to the Sprint store tonight… I want to get a replacement phone for my kid who got his washed…. Guess what!!! I was told they could NOT sell me anything in the store… unless I am getting new service and that neither of my phone numbers was due an upgrade.!!!!!!! Well.. I KNOW that information is wrong because I had already checked on the phone numbers via the Sprint website… ….. And I know that I can get new phones because I had just done the same thing on one of my 3 numbers in June at the same store! And now they can’t sell me anything in that store!!! Unbelievable! So I stand around arguing with them….
Then I go outside to my truck and call Sprint Customer Service.. I tell the lady there what is going on.. and she wants to talk to the manager in the store… So I walk in with the customer service lady on the phone.. tell the so-called-manager (I really have my doubts that any of them was a manager…) that Sprint Customer Service is disagreeing with HER… well those two get into it on my phone… lololol Needless to say.. the “manager” hangs up my phone and looks at me and says.. “She doesn’t want to talk to me anymore.” Okayyy…….. Now.. I was just there 6 weeks ago… same store.. different “manager” and I was able to upgrade my phone… and now they can’t???!!!! So I leave. I’m mad.. Hubby doesn’t get to see me this fired up to often…. but when I do….. lolol We go to the mall and browse around.. but I’m still steamed…. So I grab his phone go back outside and call Sprint Customer service again. Sprint now has all this noted now in my records.. lolol So the lady I’m talking to reads all this.. apologizes profusely.. and seems to help me out.. then sends me to another customer service rep to get my phone…
I TELL this guy that I’m not at home and my cell phone will eventually DIE…. Repeatedly….My phone had a good battery but it won’t last forever! So instead of getting to the chase.. he is asking me all of these ASSANINE questions! I’ve been a customer of Sprints since 2003. This is not the first time I have upgraded a phone. These questions were WEE TODDED… Wants to know my favorite color… I tell him “chrome”. (I finally got to say that! lol) He wants to know what feature I like best about my phone. “I like that it works.” is my answer to the question about my favorite feature about my phone. On and on… Wants to know who the phone line is for. I tell him my son. He replies, “You must really love your son.” Folks… this was NOT a normal person doing the job. Wants to know who my 3rd phone line is for… at that point I pointedly say “My other phone…”. So we get to the point where I am told how much $$, yadayada..It all sounds good. I’m ready to pay now with my credit card #.. and then bam! My phone dies right as I am about to breathe the first digit of my credit card number. I think I was on the phone with him a good 30 or 40 minutes… and still never got a phone purchased! Unbelievable that it would take that long!!!
I go home. I am not a quitter. I give it one more try. Get a new lady.. get another transfer… (Nobody can speak PLAIN English.. by the way….) This time.. I have a much higher price given to me for the phone… plus I have to print off and mail in a rebate… It gets better.. I am now at this point sitting with my computer booted up and looking at the Sprint website. The same phone $40 more expensive than the first quote and $20 cheaper than the second quote I am on the phone listening too. PLUS I now have to print off a rebate and mail it in to Sprint WHOM I AM TALKING TO TO GET THE CHEAPER PRICE! Which isn’t as cheap as I had been offered earlier. I kind of lose it. I tell her that I’ve never had anything ever returned to me via rebates. (I personally think rebates are a scam! But that is another story.)
Okay…. I did lose it…. I was so angry I hung up on the customer service rep. I wish I had the ability to go back in time and record that first wacko customer service call. That would of been one for UTube!
Now what do I do.. I am so mad I am
I am so frustrated with Sprint right now!!!!!!!!!
The above really sums up my entire evening yesterday. I have little hope that this email will reach anyone who cares. If it does and Sprint would like to solve their customer service problems, someone can reach me at 724-9XX-XXXX– that is a Sprint cell phone of mine. Until you lose me to Alltel. Their commercials and service plans seem to be very compatable with my needs.
I drive to Cranberry, PA and get a replacement phone just like I wanted to. In and out.. just like I had originally expected. I am leaving for the WBR in South Carolina this week and needed to be able to keep track of Mason. He isn’t happy about the phone he got.. The one I originally wanted was not available at this store with out sending in a rebate… but it was at the other store.. which wouldn’t sell me one. ????? I think it was about time to close up shop and the people at the first store I went to on Friday didn’t want to be bothered with doing anything that resembled “work”…
Dear Beth XXXXXXX,
Thank you for writing back.
I realize that you have been greatly inconvenienced by this situation.
I really have no words to express how bad I feel to know about the
whole situation. This is unacceptable and is not what we want you to
expect from us. We pride ourselves in being focused on customers like you
who make our company successful. I apologize for all the
inconvenience you have faced.
I noticed that PCS Number 724-XXX-XXXX and 724-XXX-XXXX has been
upgraded as of September 09, 2007.
Further, from your mail I understand that your concern can be best
addressed by talking to you in person. I have arranged a call back so that
this issue will be resolved up to your satisfaction.
One of our specialists will call you at 724-9XX-XXXX within 24 to 48
I appreciate you emailing us today.
“Where our customers come first!
——So now I will wait for a Sprint “specialist” to call me…—
Updated: Okay…..WAY past 48 hours…..no phone call….How come I am not surprised? LOL
****So here is the letter I fired off to them this evening.****
The email you wrote me stated that I would be receiving a phone call form Sprint Customer Service. It has been well over the promised 24-48 hours in an email you sent to me on Sunday, September 9, 2007 that I would be receiving a phone call. How does this not surprise me? I am so very disappointed and upset with Sprint once again. I thought the Sprint motto was “The customer comes first.” Well, apparently your long-term loyal customers do NOT come first.
I am not going to go away. Just because two of my three cell phones were “upgraded” on Sunday does not mean that this situation has been resolved to my satisfaction. Far from it! We took the cheapest “upgrade” of a phone because the phone I got WITHOUT A REBATE 6 WEEKS AGO… now had a rebate that would be needed to be mailed into Sprint. Hmmm… So I got a new phone for the 724-9XX-XXXX number and just re-programed the number on the old phone from 724-9XX-XXXX to the 724-9XX-XXXX phone line. I hope that Sprint doesn’t consider that 724-9XX-XXXX number to be an ‘upgrade” because that phone was bought refurbished and is a “dinosaur of a phone.
I want an answer as to why the Sprint store located in Sharon, PA, this past Friday, September 7, 2007, would refuse to upgrade my phone, try and give me false information as to me being eligible for an upgrade and refusing to do business with me. This was such a shocking experience and it was witnessed by my husband, 14 year old son and two daughters.
I also want to know why a sprint customer service rep would tie up a Sprint retail business line for such an extremely long time instead of getting down to business and allowing me to get a phone upgraded quickly. I also want to know why I had to drive an hour out of my way on Sunday, September 9, 2007, to a different Sprint retailer to do exactly what I was wanting to do on Friday and I was able to complete my transaction quickly and efficiently at a different store on Sunday.
The more I think about my entire experience from Friday the angrier I am becoming. Let me repeat.. I am not going to quit writing letters and I am not going to accept the “Sprint run-around” anymore. I am writing letters to my state representatives and senator about my experiences with your Sprint Wireless Service and my belief that the entire cell phone industry needs to have the government step in and force the wireless companies to make some serious changes in the way you do business. It is ridiculous how Sprint makes you extend your contract every time a consumer makes a change to their wireless plan.
As you can clearly see, I am articulate and I actually enjoy writing letters. Furthermore, this entire experience has given me a lot to write about on my personal on line blog. Sprint is not looking so good right now.
Your customer service really needs to have an overall. I owned and managed a business for 12 years and then it was sold for a profit and it is still in business today, ten years later. I know what it takes to make the customer happy. A company, such as Sprint,with this poor of customer service will take some huge hits on its reputation as more people like me continue to share our personal experiences with other consumers. Fortunately, I am in the position to share this experience with thousands of consumers.
Furthermore, I am doing my best to find the email addresses of the CEO’s of Sprint. I want to write letters to them also about my experiences with Sprint. I would sincerely appreciate being given their email addresses.
724-9XX-XXXX- Sprint wireless number until I decide on another wireless carrier. As you can see by the amount of money I spend with Sprint… switching may well be worth it… even with your retarded “fees” for ending your contract early.
I got an email back in about 15 minutes saying I would receive a call within 24 hours from a customer specialist... still no phone call... it will be 24 hours in about an hour.... I'm not going to hold my breath and go tread water...