Sprint PCS Complaint - Horrible Customer Service
CHICAGO, ILLINOIS -- I have been with sprint for the last 5 or 6 years and it was only because at first I thought they had the best phones. I didn't have many problems with them in the beginning. It seemed if I had a problem I would call and they would fix it. I even worked for sprint for all of a about.....hmmmm 4 months and thats when my problem started. Any who fast forward to 2006 I believe. I decided to take advantage of the Sprint and Nextel merger and got a Nextel phone (when they were still technically separate but together)because I wanted the chirp feature. I didn't have to pay an ETF and I had my phone in a few days. Everything was fine until my phone started just randomly shutting off like it was a computer.
It got to the point where I would sit and watch it just shut off for no reason. I would say the problem was with the phone of course but I decided that I was done dealing with Nextel because the service I received when trying to call them just sucked. I wanted to go to a different carrier but I still didn't like the phones some of them had. There was a phone that I saw but Sprint was the carrier. So after much consideration I opted to go back to them. The biggest mistake ever!!
In November of 2007 I switched back to Sprint but was at first told I would have to pay an ETF. I asked why when I didn't have to before and was told because Sprint and Nextel is now combined but wasn't before but that keeping the phone on would be cheaper than cutting it off now because my contract was due to be expiring in June of 08. I told her I would think about it but decided to activate a new line anyway. The first weekend in December, I called Sprint to have them disconnect the first Nextel line I had and to keep on the one I just activated last month. I was aware of the ETF and didn't have a problem with it. I was assured the line would be disconnected. I then lost the phone but since it was SIM operated I reported it lost so that no one else could use the phone. I was assured the phone would be set so that no one could use it. I continued to call my Nextel number to make sure the phone was off and it was not.
After about 3 or 4 weeks, I called them back asking why it wasn't cut off. The customer service lady was nice and explained that they only suspended the service. She apologized and issued me a credit for the service charge and another credit for the inconvenience which totaled about 100 some odd dollars. Whatever she did in January of 08 cut the Nextel phone off and it no longer showed on my account on the January bill so I thought it was all taken care of. Well I get a bill in Feb of 08 where all of a sudden not only is the Nextel phone back on my account but they tried to charge me back charges from Jan up until March of 08. Since I don't look at my bill regularly it took me a few weeks to realize what happened. I called and was needless to say upset about this because I assumed that after talking to the last girl everything was corrected. After countless times calling and speaking to 3 different people, I was assured the issue would be resolved and that the phone would be disconnected but I would have to pay the ETF.
I disputed that now seeing as though this was the 3rd time I had to call to get this line cut off and that I was not paying that fee 3 months after the fact. I was informed it would be taken care of. I was transfered to someone in the cancellations departments who tried to argue with me about paying that fee and me reporting my phone lost. She tried to say I only called to report it lost (in December) and that I did not call to request it be cancelled. She tried to be smart at the mouth but my mouth is smarter and I let her have it before she could even finish that stupid statement. She put me on hold and then came back with the "Oh I'm sorry I did check further and you are correct". So I told her again that I was not paying an ETF and she tried to dispute that saying that now my contract was not up until November of 08. I told her that she is insane if she thinks that is true and that I will not be stuck with this phone until then. She then agreed to give me a credit for the charges for the cancelled line and was going to disconnect the service and issue me a credit of the ETF. I waited on hold for almost an hour until finally the line started ringing and just kept ringing. Needless to say she transfered me somewhere else and didn't do what she said.
I called back again around Easter and explained this same story over to two people. The first person seemed to be too consumed in his background conversation so he just put me on hold and transfered me somewhere else without letting me know. The second person was polite and said he would issue me a credit for the charge for the Nextel phone (that still wasn't off) again. Here it is April and after 4 months of calling sprint my Nextel phone is still not off. I complained that this was ridiculous and that all I asked was for them to cut that phone off and no one there seems to know what they are doing. I was transfered to this account manager whose job is to keep customers from going elsewhere. Needless to say she is in the wrong business. She tried to argue with me again that I only asked to get the phone suspended and not cancelled in December. I had to basically yell at her to let her know that I didn't fall out the womb yesterday and that I know the difference between suspended and cancel but suggested that she should ask the employees there if they knew because obviously they didn't.
She offered to credit me three months worth of service but that she would not waive the ETF for that Nextel phone. I told her that for the last time I would not be paying that fee. In turn she only credited me for 2 months (because they issue me a credit in March) and the phone is now off this time. I am upset because this could have been resolved in December but instead it has taken this long to get something done. I still don't believe this is the end all be all of this mess but one thing is for sure, I am now canceling both lines of service and I will not pay the ETF on either one. I've already contacted Cingular and I will gladly pay for a new phone that is the same as my phone that I just got 5 months ago to get away from Sprint once and for all!
I never thought I would find so much stuff just by typing in the word "Sprint Sucks" into yahoo. This company does suck and if they keep it up will be out of business!