Sprint Complaint - Pathetic Customer Service
Sprint Customer Service
On April 1, 2010 when I was in Palm Spring, CA, I was no longer able to get my emails on my Sprint Phone. I pay, in an noncancelable contract, a fee for unlimited data services.
While still in the US I made many call to Sprint to attempt to get my AOL email service back up. In all the calls and all the time I spent on the phone with Sprint, they were unable to find the problem and remedy the situation.
On April 4, I flew back to Puerto Vallarta, Mexico where I reside part time. I still had no email service and made many more calls to Sprint to try to find a solution. For many of the calls, I now had to call long distance from Mexico as I was told that they could not trouble shoot if I was on the cell phone.
Over the next 4 or 5 days I made numerous calls to Sprint. Each time I called they made me go through their security process and start the whole thing over with a new customer service person. Every time I asked to please be connected to the previous person who was helping me. On every occasion I was told that it was impossible to locate a previous representative because they don't have those records. Days later, I was told by Russell Brass, Jr. Executive Services Analyst that those statements about not being able to locate a previous representative was simply untrue.
During this time I had representatives tell me that I would never be able to get emails when I was roaming. Not True! I have been in Mexico with this phone since November getting my emails. I pay $40.00 a month just to get this service. I can almost guarantee that if you were to ask 10 Spring phone representatives the same question you would get 10 different answers.
So on about the 10th to 12 day ( I didn't keep notes, not expecting this would turn into such a big ordeal) I got RHonda on the phone. She then got a supervisor or technical support person to assist her. She and the person helping here said that they only way to get the email back would be to do a hard reset on the phone since nothing else in the past 10 days had worked. I told her that I could not afford to lose my phone contacts. She and the other person informed me that I might lose a text message or two but I would not lose my phone contacts. I probably asked the same question four times and told them to promise me that the contacts would not be lost. When they assured me that I would not lose the contacts I allowed them to do the hard reset.
Well, my contacts were now gone and now it was time to sync the numbers back to me. After many attempts by RHonda and here supervisor they could not get the contacts back to me. She assued me that she could see them in front if her but they could not get them back to me and they could not understand way.
RHonda was the only person at Sprint that was a kind a courteous representative. It's unfortunate that she will probably get total blame for this when it's truly Sprints fault for not training their representatives.
I started making calls again the next day and tried to connect with RHonda to see if we could go further to find a solution. Each time I was told that there was no way to reach RHonda as they would not even be able to know where she was located.
Then started more joy of dealing with more arrogant customer service representatives. It's almost like it's a game to them. They love to push the customer to the point of being furious before they act like they are willing to help. I had Cory who was so arrogant that within a minute I asked for someone else. Then I had Britney who made me furious with her lack of knowledge. When I became irate and told her I wanted to get back to RHonda or someone else who could actually help me, she told me that either I could let her help me or she could send me to a service center in my area. I told her that I was in Mexico and she told me that they had service centers here. I told her they did not. We went back and forth for 3 minutes. Then in her oh so arrogant attitude she kept repeating. "would you like me to help you or would you like to give me your zip code and I will send you to the nearest service center" Once again I explained that I was in Mexico and a zip code would do no good. After hearing her snotty comment several more times I gave her my Mexico Zip code. She them proceeded to tell me that there were nice service centers in my area and started to give me address of places in Michigan I believe. Needless to say I only became more and more outraged by the attitude, the lack of training and the arrogance.
Then I got Kourtney. I don't even remember our conversation but after she make me furious by not being willing to get me to the people that I had been working with, she started to laugh at me because I was so furious. As I said, it's a game with the people. They just love to push the customer as far as they can.
In the meantime, everyone had forgotten that my original concern was that I could not get email. They had now added to the problem by taking away all my phone contacts. Finally I fixed the email problem with absolutely no help from Sprint. I went into my phone where Sprint gives you options for email of Gmail, Hotmail, AOL, etc. I hit the "more" button and found AIM which I know has something to do with AOL. I set up a new account and got may emails back. I can almost guarantee that if I called Sprint today with the same email issue that no one at Sprint would know the solution.
When I was totally fed up with the Sprint phone representatives I got online and googled "Sprint executive offices" I found a posting where someone had listed all the names and phone numbers of all the Sprint executives. So using my Sprint phone and paying about $1.69 a minute for each call, I started down the list calling every number on the page. Most of the numbers were disconnected or part of some mailbox service. I was able to leave message for about 5 executives telling them that I was a furious customer and that I wanted help.
Finally the next day or a couple days later I received a call from Russell Brass. He told me he would attempt to help. He told me that it was simply untrue that there was not way to reach past representatives.
He assured me that he would do his best to help.
Well, after many days of "talk" I realized that's all it was. He had someone try to help me get the contacts back, working by email for about 4 days. Nothing worked. He told me that I should have been calling their international support division at which time I reminded him that my original email problem had nothing to do with being out of the country because the problem started in the states.
Finally after days of no change he informed me that as long as I'm roaming that there is no way to sync back my contacts. So after all these days I finally hear the what people have been trying to remedy all this time was impossible from the start.
I was now getting all kinds of new error messages on my phone. He informed me that I would have to contact the international division to work on those issue. Keep in mind that to this point I have probably spent between 20 and 30 hours on the phone trying to deal with this. I did not create any of this problem. I did nothing wrong and I'm spending hours and hours begging Sprint to help me.
One of the error messages was that I could no longer receive attachments because I did not have a data card in my phone. So now a new problem. I told several representatives that I didn't even think this phone had a date card. Several representatives told me that I would never be able to get attachments when I was roaming. WRONG. I've been here since November and get attachments all the time. Finally, I took my phone apart, found that it did have a date card, took the data card out, put it back in and now I could get attachments. NO ONE at Sprint could even walk me through this process to resolve the problem
When I was totally fed up with the whole thing I wrote a fairly nasty, sarcastic but deserved email to Mr Brass. I told him I wanted Sprint to get me a new top of the line phone, sync my contacts and send the phone to me in Mexico. At this same time I told the email representative that was helping me that I wanted a new phone with my contacts sent to me. He emailed me back saying he had put in the request for a new phone and asked for my address. He knew I was in Mexico. So at this point I assumed they were finally going to remedy the problem.
I was then told my Mr Brass that they could not send a phone out of the country. I asked him to send it to a friend in the US and they would bring it to me. After days of emails back and forth with "sincerest apologies" I was informed that Sprint would have to step too far out of there box of rules and regulations to get a phone to me.
I believe Mr Brass thought that he was be so generous when he issued a $40 credit to my account. I pay $40 (probably more with taxes) per month just for my international data service. As part of my regular monthly fee I am suppose to have "unlimited date" in the US. I was in the US and did not have service. Sprint has me under a non cancelable contract. I have to pay them no matter what or they can simply send me to collection and ruin my credit. They made me spend hours and hours of my time to try to get help to try to fix an original problem that I finally fixed myself with no help from them. They created another problem that can't be resolved until I return to the US in July or August. Mr Brass continued to refer to it as an inconvenience that I no longer had any of my 10 or more years of contacts on my phone.
I think it's criminal that companies like Sprint can get away with this kind of NO SERVICE. I am so sick or hearing "I'm sorry you feel that way Mr Hill". Those people could care less. In the end I feel that Mr Brass's job is to act like Sprint cares. Finding NO RESOLUTION and offering a token $40 credit to a customer who has been so wronged is simply pathetic. It's not about the money. It's about the fact they I have no choice. I am locked in. They don't have to fix anything for me because I still have to pay my bill no matter what.
I want a new phone with my contacts on it. I want to be reimbursed for all the long distance calls I had to make to deal with this and to find the executives who I thought might help me. I want a credit on my bill for 2 months full service to make up for some of the time I spent dealing with this. It's the least Sprint could do when they have created such a blunder for one of their customers.