Sprint PCS Informative - Sprint PCS (Pretty Crappy Service) an insider look
I'm a collection agent for Sprint, well actually for the company that collects for them.
First off everytime you phone the collections department, you're talking to a whole different company that collects payments on behalf of them.
The way the system is set up, anytime you phone Sprint customer service from an interrupted phone or if you have a past due it automatically reroutes your call to our department. Which means we get a lot of customers who have disputes with there bill, but in order to argue the charges they have to pay off that balance so they can reach customer service.
Second, you'll never get any help from a collections agent if you are disputing your bill. The reason is we're not ghouls, but you hear complaint after complaint after complaint you really don't care and just get immune to it.
The other reason we can't do anything if we wanted to help you, is because everything is automated.
Another reason why you may get frustrated is that when you ask for a supervisor they will tell you the exact same thing we told you. Our supervisors do not want to take calls and really do not care about your situation, they're being graded on money collected.
I know this sounds cold, but what do you expect? You're talking to people who go through complaint after complaint and the whole goal is to collect money not provide customer service. In fact our centre goes through a high turnover weekly. Plus if you have legitimately been screwed by Sprint we really don't care, we're graded on how long we spend on a call, so we want to be off the call as soon as possible. I mean the people who have been really mislead by Sprint, are classified with the same people who aren't responsible with their plans. We can't tell who's lying or who is the victim.
All I can say when dealing with Sprint is read your contract and know exactly what your plan includes.