Sprint Nextel Complaint - New Insurance On Phones
LUBBOCK, TEXAS -- I have had trouble for many years with Sprint. The first phone I got with them was a silver flip/camera phone I believe called the A620. It never had service, could make calls, or hold a call when I finally connected one. When I took it into the store, they told me their "diagnostic test" said nothing was wrong with the phone. They also told me they got no complaints ever about it. After growing tired of the poor service I buckled and bought a new phone, when I asked if they ever had complaints about my previous phone and the customer service person laughed at me and told me they had never had more complaints on any other phone. So I was being lied to to stay with the phone I had, they wouldn't even let me exchange it for a less expensive one.
Now that I have explained why I have had some distaste for Sprint in the past, let me tell you the latest reason why my disdain has been reborn. Lately I have been less and less angry with Sprint, a couple charges to my account I disagreed with but they seemed for the most part to be getting better(except for the minimum hour long wait every time I have been to a Sprint store, but I digress). I own a Treo 755 and accidentally cracked the screen. I am also insured on the phone through Sprint to have it repaired and or replaced for such incidents. Upon arriving at the Sprint store this morning I was told they don't do repairs/replacements in the store anymore and suggested I contacted the insurance company. I did. After 5 minutes of pressing 1 and 2 on a machine I was finally put on hold for 10 minutes waiting for a service rep.. About that time the call simply disconnected.
So I got online and went to the insurance company's website where I found out that just to have a screen replaced, or whatever reason you may need something repaired/replaced on your phone, you must now pay a $50 deductible. I was under the impression that was what my $5/month was paying for. So instead of just dropping my phone off at a Sprint store where they are fully capable of replacing my screen in 20 minutes, I have to try to work the phone for 4-5 days until a replacement(refurbished) one arrives at which time I will then have to pay more to have the broken phone shipped back to the insurance company, not before having to go up to the Sprint store anyway to have the numbers transferred over to the new phone... Is this a ridiculously poor system or what?
I apologize this review has been so long but I hope that the people at Sprint realize that they DO have competitors, and issues like this insurance nonsense seriously make me consider going and getting an iPhone, which are awesome anyway. Go back to business school Sprint people and re-take the class that focuses on customer service.