Sprint Complaint - One Week In Hell As A New Customer On Sprint
This is an email I wrote to sprint this afternoon. after I wrote it and went to send it to sprint via their "email us" option, I received a choice of their carefully chosen subjects. so with no one at sprint willing to hear my complaints, I found you on google.
I added my data pack this morning, and realized that my user name had been changed over the weekend due to several missteps on the part of customer support/chat people, and that the data pack would not be accessible unless I had done this. So, back online with the chat people while in the midst of this process, my phone, or "device", what you will, began to perform badly, and in the midst of this process, it blacked out. now, this is my 2nd sprint phone within one week that proved to be defective. I had originally ordered a SAMSUNG 320, which arrived with a defective battery cover. I called to return it and learned that I would be able to order a different phone BECAUSE OF THIS DEFECT - so I chose the RANT and paid the difference in their prices. I received the RANT and THEN when I tried to activate my account I spent over 2 hours on the phone with customer service and then additional time only to find that they were trying to activate my RANT with data belonging to the SAMSUNG..
This was after my VONAGE account had been terminated leaving me with just the sprint phone.
this brings me up to today. when I ordered MY DATA PACK, which was supposed to be included when my phone changed, I still was not able to access it because my username had been changed over the weekend from marie countryman to 8022294542. THE RANT phone started blacking out on me as I tried to change my username, and therefore once again had to go to CHAT for help ... the blacking out of the screen was not fixed and I while trying to resolve at least this one problem it became obvious the neither could be successfully accomplished and again I told customer service that NO I couldn't go down to my local sprint store . my chat person asked if I wanted to do one last drastic measure : to sweep my drive clean of all information I had put in. well, why not, we'd only been on CHAT for 2 hours, let's get this DONE NOW. Once the drive was swept clean, the phone stopped working. SO I made the choice to change my "device" NOW I HAVE BEEN SENT 2 defective phones- I DID NOT WANT TO CHANGE THE PHONE'S COVER OR ANYTHING THAT TRIVIAL. THE PHONES WERE BROKEN. In fact I was then TOLD that the "RANTS are known for this problem" : IE, NOT WORKING RIGHT
So as I was told by customer service on CHAT that the INSTINCT phone was a good choice to make, and I wanted to make it now AS THE RANT WAS NOT WORKING NOR WOULD BE, AND AS I HAD CLEARLY TOLD EVERYONE IN THE PAST WEEK who told me to go my local Sprint store THAT I LIVE IN RRURAL VERMONT AND THAT IS WHY I WAS PURCHASING MY PLAN AND PHONE OVER THE INTERNET.
when I asked if the IMPULSE could be swapped with the RANT, AS I clearly did not want to order another RANT. and asked if the IMPULSE could be shipped at this time, I was told no. I did not have the $29.00 on my debit card, and asked if the balance of the bill be charged to my first bil next month, AS FOR GOD'S SAKE I AM TIED TO THEM FOR THE NEXT 2 YEARS!!!!!!I was told that I COULD NOT DO THIS, BUT THEN I WAS FURTHER TOLD THAT I COULD NOT CLOSE MY ACCOUNT AND THAT THE ONLY RECOURSE WAS TO GET THE REPLACEMENT RANT and then GO TO MY LOCAL SPRINT STORE and replace it. AGAIN, ONCE AGAIN I HAD TO INFORM MY CHATPERSON THAT I DO NOT HAVE A SPRINT STORE WITHIN 50 MILES AND I DON'T HAVE A CAR (again, this is why I was ordering on the internet in the first place)
- only to be told that at this time I would be receiving a replacement RANT because "that is policy" I then asked to speak to a supervisor, the sales department, any one as I AM NOW WITHOUT A PHONE BECAUSE IT IS THE 2ND DEFECTIVE PHONE WITHIN 7 DAYS and I am thus without ANY phone at all.
i asked to speak to someone in SALES via chat a supervisor, someone!!!!!!
and then I received the web page to go to .... YOUR RETURN POLICY
I AM FRUSTRATED AND I FEEL THAT AFTER 2 DEFECTIVE PHONES IN A ROW (why would I want to replace an admittedly "well known" defective phone" -- again I ask you.
I signed the contract, yes. I wanted the serivce, yes.
even though you are a big company and I am just one individual, I don't think that I be denied the access to someone within your company to express my frustration and be given that small resitution, to charge the rest of the diffence (less than 30 bucks) on my first billing cycle.
I have spent well over 7 hours on the phone and the internet trying to get a simple activation and a username changed!
How would you feel if after all this, be told essentially - to suck it up?
i am so disappointed in your company and I will certainly not speak highly of yourr products or your service if asked in a company survey.
I have a life, which has been eaten up over the past week and weekend with defective phones and rigid policies.
PHONE:# NONE!!!i no longer have one