Sprint PCS Complaint - Terrible Customer Service
To whom it may concern:
I have been a Sprint customer for about 6 years, and I absolutely cannot wait to terminate the relationship. I will spare you as many of the details as possible. Suffice it to say, over the years the service has been low average at best, and very disjointed. Each time a simple situation would arise, (activating a new phone, purchasing an upgraded phone, swapping out a phone, getting a return envelope), it required hours and hours of dealing with Sprint employees, many of which are unfriendly and inefficient. There is no synergy between departments and I never felt any true concern from any representative or supervisor or tech that I have dealt with. I actually get a little sick to my stomach when I know I have to call and deal with Sprint for any reason, I push it off until the last possible moment because it is always so unpleasant; you have to be ugly in order to get the help you deserve.
Here are some of the issues we have dealt with over the duration:
● Sprint sending replacement phones that were broken themselves.
● Sprint unable to activate my brand new, upgrade phone, telling me it was because my MSID # had already been assigned to someone else. How was that possible on a brand new phone? After 3 hours some supervisor figures it out and activates it in 10 minutes.
● Sprint putting an 80$ credit on our account without our permission or awareness in order to ‘sell’ us an upgraded phone. This caused major billing issues later, which required hours of my time to rectify.
● Sprint sending me a Nextel phone for my free upgrade, only realizing when I called to activate it that it was not a device compatible with our Sprint plan. Another night of talking to Sprint for hours.
● Local Sprint stores refuse to ship back defective devices. Local Sprint stores unable to assist in matters beyond simple new plan/upgrades and purchases.
● Sprint billed us 275$ for unreturned equipment, on a phone they are selling for 179$. Not only is that ludicrous in itself, but there is another example of Sprint’s poor service. Our HTC Hero stopped working, so we took it to the local Sprint store. They advised us it was broken, and arranged for a replacement phone and return kit to be sent. They would not, at the store, take back the defective device. The phone and kit came, and within the 30 day return window, we called Sprint to let them know we had lost the return envelope and needed another. We were on the phone with Sprint reps for hours, and after several attempts to ‘email’ us a new return label, there was still no success. The area where the image of the label should have been was blank, with a small red X in the top left corner. We were advised the situation would be elevated. Nothing happened. We went again to the local Sprint store and tried to return the Hero, they would not take it. We went again to the local Sprint store when another employee was working, and he agreed to call customer service for us. Again a new return label link was emailed, this time directly to the Sprint store employee. When he tried to open the label, the image again was missing. He told us they would elevate the situation, again. Last thing he said as we were walking out was ‘Good luck with that’. When we got home I called customer service, and after 2.5 hours, 5+ people, and repeating my story about 8 times, we have this solution: Someone in the ‘tech’ department is supposed to physically mail us another label, today. Also, we have been billed 275$ plus tax for this phone, and won’t see a credit for that until our next bill. Both of these solutions require me to do work, and follow up, versus Sprint doing those things for me. I have no choice, my money is at stake here.
There is nothing anyone at Sprint could even do or say that would prevent me from cancelling my contract. I have an estate in probate that will pay out soon and dumping this company will literally be one of the first things I do.