Sprint PCS Complaint - Terrible - Service
Greetings Mr. Johnson,
I hope this email finds you well.
After years of what is exampled in summary below, I want to terminate my line with Sprint. I have made two phone calls this morning to Sprint, have been disconnected one time. I called from a land-line in the call center where I work, and can only surmise that the call was disconnected by Sprint, not dropped or lost.
I have been advised this morning that at this point that Sprint does not seem to be willing to waive the $160.00 early Termination Fee.
Let's do some math, we have been Sprint customers for 6 years, or approximately 72 months, give or take. We have paid, on average, $130.00-$140.00 per month to Sprint over that duration. That sums up to $10080.00, or thereabouts. We have purchased multiple devices at full prices as well, rather than simply taking advantage of free upgrades. We have, in the distant past, successfully referred friends and family to the Sprint/Nextel network. All in all, we have been good customers, albeit late in payments at times.
I am not interested in paying the $160.00 Termination Fee, and if this is my only option, than both my husband and I will cancel our lines, and Sprint will lose any future revenue from my husband, who intended to keep his account active despite it all. Beyond that I will post this letter on the internet in every possible venue and forum, and will post the many, sordid recorded interactions with Sprint to my YouTube page. I understand it is not classy to make threats, and I loathe having to do so. Unfortunately I have no choice in the matter, since no reasonable concessions have been offered. I'm truthfully sorry to be ugly to you and your compatriots, I just want to drop my line, and being penalized for it after spending well over 10K as a customer, well, that's bad business.
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.