Sprint Nextel Complaint - Horrible Reception, Mysterious Charges, and Phantom Phones, Oh My!
CHARLESTON, SOUTH CAROLINA -- I have been with Sprint since 2002. They were the best, and I would sing their praises. Most of family and friends even switched to Sprint back then.
Now since they merged with Nextel, it's just been money down the drain. It would probably take a small novella to write down all the problems I've had with this company, so here are the main ones.
My first phone that was Sprint/Nextel was horrible. The microphones and speakers went out in about three months, and I had to pay $50 each time for refurbished phones that would have the same problem afterwards. They also downgraded me because I had a limited edition phone at the time that they claimed they no longer had, even though when I visited next week to pick up my phone, I saw someone activating a new one at the store.
After having to change my phone number with the same phone, they renewed my two year contract when they said they would not, and took away my coming up 2 year rebate on a new phone. Even with my receipt from Best Buy showing that I bought the phone 2 years before, I had to fight for another year and a half just to get a $75 rebate, which I would have gotten at that time anyway. I bought another phone which had the same problems. Next phone, same thing! In fact, after I bought my Katana II, I was told by an associate that they were such awful phones, they immediately made the Katana Deluxe. With this phone not only did the speaker eventually go bad, but I would never receive calls and miss out on important voicemails and text messages. However, Sprint said they would check the "coverage" several times, but always told me it was alright, so I was either lying, should get a whole new phone at wholesale price, or should add an extra line to get a free phone, and just not use the original.
Sprint does not stand by their products, and should be able to upgrade you if it is a reoccurring problem. Not only that, they shouldn't try to renew your contract behind your back for every little thing. I had them renew my contract for 2 years when I called the inquire about canceling my contract. That was about the only thing they had ever fixed for me. However, that's not even the worst of it.
Throughout my contracts, I would notice from time to time that they said I ran over my minutes when I did not. Twice they had charged me for Sprint Mobile to Mobile minutes, even though I already paid the $5 fee to have them. More often than not though, a Sprint representative would tell me that BOTH my phones were sharing minutes, and that the second line had gone over in the minutes. Now I had NEVER gotten a second line, as I had always declined when they offered it to me as a "solution" to my non-working phones. My bill given to me would never show a second line, and so they would always take off half the charges at least, and apologize for the mix up.
The Sprint Store closest to me was also never helpful. They are always extremely rude and their "tech guy" is always "out to lunch" or "it's not his day to work." So several times I would have to drive 30-45 minutes out of my way just to be told they'd have to charge me for a refurbished phone or they couldn't help me.
I am no longer a Sprint Customer. I just canceled my plan. I knew since I was almost up in my contract, at least a little more than halfway, that my early termination fee would be $150. Of course they would not waive it for me being unable to use my phone in my own home, but then they told me it would be $200! I tried to stay on, but eventually got so fed up I just told them to cancel it because I couldn't take it any more each month.
Now I have gotten my bill and it shows two termination fees, one for $150, one for $50. Once again, I was told it was because I had two phone lines! When I asked why this problem kept occurring, the girl I was on the phone with immediately backtracked, and said she made a mistake, and that it was a computer error that split up the costs of $200, and she had no explanation besides "she wasn't looking at my account, so she only assumed because of the bill there were two phone lines." So I asked for the extra $50 to be taken off since they were mistaken again, as well as the government taxes. She also said she could not take off the government taxes they applied (the 911 and county taxes) despite that this was a ETF, and not a phone bill. She eventually took $15 off because "she could only do it for one line" and once again I asked why she kept referring to me having two lines. She quickly backtracked again.
I hung up after she credited my account and got another agent. She, as well as a male supervisor, also mentioned two lines, then quickly backtracked. That happened about ten minutes ago and I am still wondering about the second phone line that would come up, especially since I have been fighting identity theft for several years now. It is a scary thing to think about, but I will never suggest Sprint/Nextel to anyone ever again.