Sprint Informative - Terrible Customer Service
SAN ANTONIO, TEXAS -- Sprint "wins" for being the WORST customer service organization I have ever had to do business worth. I work with customers all of the time in my own job. We are a government entity but we would never treat people the way Sprint routinely treats customers. Here are a few examples:
1) Can't get the phone company on the phone. Need I say more? The irony of this is too obvious.
2) They "migrate" accounts with no warning and simply shut down all customer service to those accounts for an undefined time period. If customers call needing service during this data migration they get a run around. For example, don't lose a phone during this time period because nobody can cancel service to that phone for you. Nobody can explain anything or confirm anything on your account. If you ask for help, you will get the hang up routine.
3) Once service is in one family members name it takes several acts of Congress for any other family member to do anything with the account. We did not know this and were not warned when we signed up at some point. Since it is in my husband's name HE and only HE can do simple things like have a phone reconnected for service. Why? They can't say. We even did their special paperwork during a precious day we had off together to "allow" me full account access. Yet when I went in to reconnect my daughter's phone, I was told that this was a high security service that still only HE could do. No they say there is new paperwork to allow me access to the account. They have NO record of the previous paperwork we did when we burned several hours of a day off together to go in together as required.
4) If you finally get a human on the phone to question your bill or some other thing, there is a 50% chance you will get disconnected and have to start all over. This may be AFTER waiting 30 minutes to get through to a person and after being bounced from one person to another trying to get an answer.
5) Mysterious charges routinely appear on the bill for small amounts. They always say they are sorry and promise to credit. Sometimes they do, sometimes they don't by the way. But it takes an hour or more to clear up when you call...again the getting the phone people on the phone thing. So you start to wonder if it is worth taking up your life over a misc. $3 charge. This makes you wonder if they are inept or very smart. This odd little extra charges that should not exist probably just routinely get paid by most people. An example is being charged for text messages on phones that have texting blocked completely. Charges still appear regularly for the service we have asked over and over NOT to have.
6) Stores cannot talk to each other and can't help if you got service or a product at a different one even though they are all part of "sprint.": If you buy something like a charger at a Sprint store and it is defective, you must go back only to that store and wait in a long line to return the item. They have no computer capability to communicate between stores. This is amazing since they are a data/technology company.
7) Stores that only offer partial services: If you need something you have to find out if the Sprint store you wait in line in is a full store or only one that sells stuff. There are many things that only the big Sprint stores (which routinely have very long lines) can do. It is hard to get a straight answer on this of course until after you have waited in line.
8) Nobody can take responsibility for Sprint policies or employee actions. Nothing is documented in accounts. If one Sprint employee discontinues service to your cell phone and then later it is returned to you, it is up to YOU and only YOU to prove that phone belongs to you. If the employee did not document for you, you will NOT be allowed to hook up that phone to service again. Maybe you knew they were again unable to retain data such as the serial number of the phone on your account. If you did not know this, you probably did not retain the purchase receipt for the phone to PROVE it belongs to you. This is great for Sprint because now you must buy and new phone and maybe be foolish enough to get suckered into renewing you contract with them.
I hope some other phone company is better because we can't wait to ditch Sprint as soon as our contracts are up. I am even going to ditch one phone at a time since the family phones have different out dates. It is that bad.