I called to cancel my account. I got hung up on the first time with a rude representative named Gilmore telling me to pay what's left on my account first, he had a horrible attitude. He hung up on me after I asked please hold. I then call back and explain my situation and get transferred over to the cancellation dept to a representative named Raymond. The conversation started smooth then quickly escalated after he pressured me to stay with Sprint and I denied due to no longer having need it anymore.
He then goes on a condescending manner saying, “yeah looks you've had a lot of past dues.” What? Super rude and tried to get into my business asking why did you have so many past dues etc... I then explained my situation which I did not have too! It is my own business?! Raymond then goes on still trying to convince me to stay and after I said no he went ahead, treated me so disrespectfully and had the worst snob attitude, (I'm better than you type of attitude) and as I proceeded to ask a question he says “have a great day” and hangs up on me.
This is soooo beyond on me. I have been a customer with Sprint since 2011. I kept paying monthly for the past 3 years even though I didn't even use my lines with Sprint and I went over to AT&T. Because of my loyalty to Sprint. The customer service I received from RAYMOND from cancellation depts is BEYOND me and I've never had such a disrespectful experience as such with any other company.
I am baffled and appalled at the manner of his condescending tone and how he made me feel so belittled because I am choosing to have one less bill to pay during the pandemic COVID19. I commend all supervisors to look into this at Sprint. The number one reason to having good relations with customers is respecting their choices and being understanding and non judgmental. This conversation with Raymond felt like I was being BULLIED in high school. I am beyond taken back with Sprint and the people they have working at their call centers. Completely disgusted.
LOS ANGELES, CALIFORNIA -- I have never experienced such incompetence before as I have with Sprint. I have been trying to get an old phone unlocked for international use for over a month now. The phone in question has already been completely paid off (so I fully own it) and it should not be such an issue to unlock it. The first time I called was back in December, when I was still in the states.
I requested an INTERNATIONAL unlock as I was going to CANADA. I repeated this many times, and thought that there would not be an issue and I would be able to get the phone unlocked within 72 hours, as this is what the service representative notified me of. Instead, I received an email 72 hours later saying they could not unlock my phone but gave me an MSL code instead. Upon looking up what an MSL code was, it is for DOMESTIC unlocking. So after waiting 72 hours, the representative did not even complete the request I asked for and did something completely different and wrong. By this time, I was already heading to Canada.
Fast forward a couple of days, after settling in Canada, I decided to use the instant online chat to talk to someone about getting the phone unlocked. They notified me that they could not unlock the phone unless it was activated on a line for 24 hours... while also being in the states. As you can imagine I was extremely angry and frustrated because if the original customer service agent had properly submitted my ticket, I would have been in the states to keep the phone active.
As stated earlier, I was already in Canada at this point so this was not possible. I asked the agent to leave notes about my case in the file as I would need to figure something out and call back. After another few days I called Sprint again to see what was possible for the unlock, and there were no notes left in my case file about the online chat.
The customer service representative notified me that a new ticket had been created for an international unlock, and that it would take 5-7 business days. I asked them to expedite the service, as this call was made on January 22 and it had been nearly a month since I had been trying to get the phone unlocked. After waiting 4 days, I received an email notification on the morning of January 25 stating the phone would be unlocked in 48 hours.
As this was a Thursday, I called again on Friday to check if the 48 hours included weekends, to which the representative said yes. I was expecting the phone to be unlocked by Saturday morning based on this answer. Saturday rolled around and my phone was still not unlocked. I called again and asked for a supervisor, who notified me that the 48 hours actually doesn't include weekends. He asked me to try the SIM card again anyways and that he would call me back in 2 hours time.
More than 3 hours passed with no call so I had to call them again. They couldn't help me and said they would email the manager and see if they could do a manual override and would call me back in 24 hrs. Again, more than 24 hrs passed and no callback. I try calling again, more angry than ever because I have been lied to several times now and have had 2 supervisors blow me off and not call me back like they said they would. I talk to another representative and they say that the phone will definitely be unlocked by Monday morning, as it will be 48 hours then since I received the email.
Monday morning rolls around, the phone is still not unlocked so I call again. After having to speak with 2 reps, 2 supervisors and a manager they notify me that the wrong ticket was submitted and they have to start the process all over again and it will be another 24-72 hours. I ask if they can just call their backend office to get this very simple and quick process completed, and they say that they only communicate by email. The manager says he will submit an escalated ticket (which still takes 24-72 hours) but will call me back after 24 hrs after hopefully receiving a response about the request. More than 24 hrs pass by and I have, yet again, not received a callback.
I need this phone for work and I have wasted so much time trying to get it to work. I needed this phone specifically for work and cannot buy a new one right now as they are so expensive. This whole experience has wasted my time and money. Comparatively to other carriers in both Canada and the US, I have never had such a frustrating and negative experience as I have had with Sprint.
They don't offer any kind of reparations for the mistakes that they made (a mistake which was made several times, wasting over a month of my time). I am actually in disbelief at how incompetent the support staff is at Sprint. This is an extremely simple process that they have dragged on. I would never recommend Sprint to anyone and I would give them zero stars if possible. My phone is still locked as I write this, and I am trying to talk to another representative again.
Day 1, Purchased 4 iPhone 7 Plus on the 4 lines @ 22.50 per line plan. Also added a phone I owned for a 5th line Free. Couple Days later, checked bill online and signed up for Auto Pay and ebill. Couple Days later, checked online, one of the discounts for buy 1 get 1 free on the iPhone still missing. Autopay & ebill discounts missing, chatted with online support, they told me I had to go back into the store (Solon, Ohio on SOM Center Road. Next Day, went into store. They escalated the issue and said it should be resolved for my next billing period.
1st billing cycle and I overpaid the following: $5.00 per line for 4 lines (20.00), $ 7.99 Limited spend (waived with autopay & ebill), $1.86 Limited spend (waived with autopay & ebill), $ 22.92 missing discount for buy one get one free for iPhone 7. TOTAL 52.77 plus tax
2nd bill cycle hits, $5.00 per line discount has been added but they did not reimburse for the 1st billing cycle overpayment. Still incorrect. $ 7.99 Limited spend (waived with autopay & ebill), $1.86 Limited spend (waived with autopay & ebill), $ 22.92 missing discount for buy one get one free for iPhone 7. TOTAL OVERPAID TO DATE 22. 85.54 plus tax.
Went into store again. Waited 30 minutes. My turn finally. They called and then showed me on the screen where the discounts and overpayment credit were processed and would appear on my December bill. December bill appears on my account. Still missing $ 7.99 Limited spend (waived with autopay & ebill), $1.86 Limited spend (waived with autopay & ebill), $ 22.92 missing discount for buy one get one free for iPhone 7.
Tweeted Sprint. Responded to their request for a secure chat. Sat on secure chat for 10 min before first response. I typed my reply and sat for another 10 min waiting for second response. I typed my reply and sat for 45 min waiting for a reply... meanwhile I am getting a reply on Twitter about the agent who is assisting me but the agent is not assisting me.
NEXT called store. They will submit a case and escalate and I cannot expect to get a response for at least 3 days. I have been patient and nice and waiting for months to have this resolved. There is really no reason that I need to be nice anymore. Being nice has caused me to overpay over 85 dollars and that is not going to go well over 100 on the 12th when they hit my card again. Sprint has awful customer service and they are not a company who stands by their service or contract with you.
If you're an international traveler, I wanted to pass along an horrid experience I've had with Sprint that forces me to cancel my years-long relationship with Sprint. The bottom line of a long note below is that my advice is to avoid/abandon Sprint if you need reliable service and support in foreign countries.
Here's a long explanation, long so you realize the magnitude of the problem. It began this summer when my international roaming (GSM) Sprint sim chip failed to work (in both Spain and France). I immediately contacted Sprint's international number, but I never got a straight answer, despite being put on hold for long enough that I ultimately racked up more than $100 in international roaming (on a separate European sim GSM chip I've got).
Worse than that, some of my calls clearly were being connected to an out-sourced service that had no idea what I was talking about. More than one did not even understand the difference between GSM (the cell-phone system used in Europe and most of the world) and CDMA (used by a few U.S. companies like Sprint and Verizon).
Years ago, Sprint sent me GSM sim chips for the phones my wife and I use out of the country to make sure we could get our cell phone calls when traveling abroad. I'm a reporter, so must have 24/7 phone access. For years, they worked perfectly -- late as March of this year in Germany. It was in Spain and France when Sprint's sim chips would not connect with networks for roaming.
I never got a meaningful response to my calls to Sprint from Europe, despite time-consuming transfers to a number of various Sprint persons (some, I sensed, where simply out-sourced phone service operations). It was so bad that one idiot said he/she would text message my Sprint number with information (despite my informing the person my cell number was unworkable in Europe). Eventually, after more than $100 in international calls to Sprint on my EU phone, I gave up.
When I got back to the U.S., I called our local Sprint store to see if I could order new GSM sim cards since Sprint now sells phones that support both GSM and CDMA. Yes, the store representative told me after checking our Spring account, but I needed to contact "customer support" for the cards. So, I called customer support. That led to 2.5 hours on the phone being passed around a bunch of clueless Sprint employees before being told no, I can't get them.
The initial customer support person said, "Yes, it would be no problem." But, after nearly an hour on the phone entering various information, he told me that he had prepared my request, but I had to talk with the international service desk. Part of the delay was answering a bunch of idiotic questions, including "why did I want a GSM sim?" Duh, maybe to be able to get calls when I'm outside Sprint's US CDMA network.
The first person on the international service desk seemed to have no idea what I was requesting and tied up my time asking the same questions I was asked from the first Sprint person. Eventually I got to a person who asked for my phone's IMEI number. When I heard her answer to my question as to why, I knew I was dealing with another clueless Sprint person. Her answer was to see if my device was on the list of devices that would support a GSM chip. Wrong!
The IMEI number does not identify a type of phone, as she said. Instead, it's a unique number to identify a particular mobile device transmitter. There are millions of IMEI numbers covering every cell phone manufactured -- and, in fact, a dual-sim, like my international phone, two IMEI numbers for each SIM slot. So, after yet another delay on hold, she got back to tell me my IMEI number didn't match any number in their database. And she proceeded, again, to push me to buy a new cell from Sprint.
I suspect that what's happening is that Sprint will NOT allow a sim chip in any phone that's not registered with Sprint (similar to the old dark days of locked phones). Unfortunately, the person with whom I was talking could not comprehend my question as to how I could get this particular Samsung phone in Sprint's DB of accepted phones.
After more than two hours, I eventually gave up on Sprint. Given some of the precarious situations in which I've encountered in foreign countries, I need a phone service and company service representatives far more reliable than what I encountered with Sprint.
FAIRFIELD, CALIFORNIA -- I was on my boyfriend's contract as a second phone. We had smartphones, but preferred just a basic talk plan, for which we were still paying around $90.00 a month for 2 phones that never went anywhere near the use allotment. We requested that text, and data be blocked so we did not get extra charges, repeatedly, to no avail. At some point my son sent me a picture of his new dog. I told him I would not be able to open the picture as we blocked data. Somehow, no idea, that picture got opened... So they say... And they charged me $70.00. I called and asked how I could open something that was supposed to be blocked. They refused to remove that charge.
They always would say we were a month behind, and we had to keep taking in the proof that they were paid... And on time. Their error, but never any apology from them for wasting our time. We split up, but we stayed together on the contract, taking turns paying the bill. As soon as the contract ran out he told me he was going with someone else. He would shut off his phone, and leave mine on if I wished to remain, and pay the bill. My mistake, I should have ran for the hills. In January I told them I wanted to switch to a talk/text/data plan for my phone that would have cost $45.00 a month. I was currently paying $29.99 for a talk only plan.
I am not really a data user, or even a text person, but I had a smartphone, and it seemed like a waste not to be able to use it. I did not even try to use either of those things until 3 months down the road, when I called because it would not let me text and found out that they had not set me up for text or data. They said that they would fix the problem, and after hours on the phone arguing with them that I should not have paid for services that were not even available to me, they finally gave me a credit for the previous 3 months. I should have tried to use the text or data right then, but I did not try again until the beginning of June. You guessed it they still did not work.
I called and she said that the text not working was my fault because I could enable that online, but why would I know that? They said they fixed it when I called last. They did really get the text working, but not the data... Although again they said they did. Funny, it kept telling me data was not enabled. Another 2 hours on the phone over this, and I was offered a paltry $10.00 credit. When I said "What about the 3 months that I could not use the plan I was paying for?" The woman I was talking to said I had already received a 3-month credit.
Well DUH. Lady that was for January through March, what about April through June? She puts me on hold while she talks to her supervisor... She was supposed to let me talk to the supervisor. Comes back all perky and says I can offer you a $10.00 credit off your next bill, isn't that good? I hung up. Went and bought an unlocked phone, activated it with Straight Talk Wireless through Walmart, and Sprint can kiss my **.
Oh, even though I shut off the phone on the SPRINT plan mid-month, and was not under a contract, they informed me I would still owe for the entire month. Robber barons until the end! Then they had the nerve to send me an e-mail saying "WE MISS YOU. What can we do to win you back?" I am betting that they really do not want to know what I think they should do.
BRENTWOOD, CALIFORNIA -- Background: I live in the San Francisco Bay Area otherwise known as the high-tech capital of the world. If I have problems here, you can expect you will have problems where you are. I also travel and experience the same issues.
I am one of those customers that was lured to Sprint with the promise of better pricing and service and I couldn't have made a bigger mistake. I am now being held HOSTAGE by Sprint in a phone lease agreement (not a service agreement which is important to understand) with the 5 phone I have (all having the same service issues) which will cost over a $1,500 to get out of. I have tried to work with Sprint to troubleshoot the issues and the bottom line is their network is sub-par at best and isn't capable of delivering the service and coverage you can expect with other major players.
No contracts: before you enter into a “non-contractual” agreement with Sprint, understand what that means. Most cell providers are starting to go away from a monthly contract for their service and move to a phone lease or purchase. Interesting thing is it releases them of liability to provide you a suitable network and hold you 100% on the hook on a lease of a phone.
Sure, you can leave Sprint at anytime and be off the hook for service fees but you still owe them your complete lease amount even though you give them back the phones. I wouldn't mind just buying the phone and taking them to another respectable carrier, but you can't because the technology in the phone is not compatible.
Service coverage: to be blunt, it SUCKS! Be prepared to deal with it taking up to 30 seconds to connect to a number once it is dialed. Be prepared to have long delays in text messages being sent or received especially if you have an image attached. Be prepared for slow or non-existent internet coverage especially if you are in any building without WiFi. From time to time you can expect dropped calls especially if you travel.
Customer Service: be prepared to hear “sorry” multiple times when you call to complain. You can also expect to hear things like:
• "Sprint has good coverage in most area, we are currently upgrading our towers and expect service to improve soon."
• "I can send someone out to your local tower to see if there is an issue (useless when the problem is everywhere)."
• "We are doing our best. Unfortunately we live in the world of here and now and we expect things immediately. With cell service, we should expect this and it is possible for things to take 2 minutes to 20 minutes."
• "You should go to another carrier and see if they will buy you out of our phone lease."
• My favorite: "We can send you a booster to improve the signal at your house."
Interesting fact is I got a cell phone to use at other places than my house. Not really an acceptable solution when the booster is not portable. Not to mention if this is a recommended solution, you obviously know there is an issue with you network coverage. I can go on and on but if this isn't enough for you to understand then I guess a first-hand experience is the only way you will see.
SANDY SPRING, MARYLAND -- My phone screen black out when place my phone down on my dresser. Went to pick it up later and noticed the screen would not turn on. Did not know what was wrong with my phone because the screen was not cracked so took my phone to Sprint repair store because thought well am paying for insurance so they should be able to fix it.
So when got to the Sprint repair store the guy looks at my phone and says "Well your LED was cracked," and they would fix it then he said "But don't know when we can fix it because we have no items to fix your phone," (which don't get how repair store has not repair items that's just one of the many reasons you should not waste your time or money at Sprint). But any ways he told me would have to wait about days till they get shipment in to fix my phone. So tried another Sprint store and they told me it's broken and my insurance won't cover it and have to pay 150 to get new phone. So now have two Sprint company stores telling me two different stories...
So then said "OK I'll wait for the first Sprint store went to.. To get the shipment in of items to fix my phone." So wait. Days without phone they is working. Call them back and they say "Well don't know who told you that because we will never know when we will get shipment in," and that the shipment of items are sent at random dates and they can't even ask or find out when it will be shipped to them so that's another lie that Sprint owned company told me.
So now I'm out phone and they're telling me to have to pay 200 dollars now if want to get new phone so said thought it was 150 and he said "Well I'm looking it up and it say 200." So now have Sprint owned companies telling me two different stories basically lying to me and giving me the run around because Sprint does not know how to run efficient businesses and has employees that do not know what they're doing. So called and complaint and told them that don't think should have to pay for phone line I'm not using and that until can afford to get new phone they should compensate me back for phone line I'm not using.
So Sprint tells me they can't do anything so was stuck paying for phone like that was not even using. Like nothing - no internet, not phone calls, nothing. So then after fighting with them for week the say "Well will give you 25 dollars credit and back" so when get the bill they did not even put the credit in. So call fighting with Sprint again and they tell me that the phone has warranty by Samsung and they can fix it. So call Samsung. They tell me to send in my phone. So did then call to check on the status of my phone and they tell me that they can not fix it and that it will be 200 to fix it.
So all in all Sprint are bunch of liars and they don't care about you and they don't care to help you. They just want to get you to shut up and they don't care about you or what's happening to you and to top it of just because Sprint advertises their cheap don't mean anything. The service sucks. My phone calls drop all the time even when have full bars my calls drop. The internet is soooo slow - you pay for 4g speed but Sprint's service sucks so badly that 90% of the time you will only have 3g and your internet will be slow. Am telling you Sprint is the worst company ever.
Stay away from Sprint and do not spend your money there. Am telling you do not spent your money there. I'm not writing this review for fun. I'm doing it because am customer that has but treated like all Sprint wants is my money and to hell with what. Depends to your phone or your service do not spend your money or time in Sprint. If had the money would just end my contract but don't have 400 dollars to do so. So am stuck with them for not. If were you would either get AT&T - they are the best. Mean never ever had problems with AT&T - they are the top choice in my books.
Only reason I'm not with them was because was on my parents line when was with AT&T and when got of the line to start my own line needed credit. Was only 19 so had no credit so my only option was to get on my boyfriend's line because he had line with Sprint... Never will ever get on with Sprint ever again. Worst company in the world. Stay away. I'm telling to AT&T is the way to go. My name's ** and I'm just trying to save people from wasting their money on such bad service and company.
STOCKTON, CALIFORNIA -- I have been with Sprint now for close to a year and a half. From the first day my wife and I left the store, shiny new iPhone 4S's in our hands, we have been blown away at how terribly slow everything is on Sprint. In fact, on that first day, we didn't even make it out of the parking lot before we turned right back around and headed back into the sales office and asked, "Why is our data so slow?" This is when we learned that Sprint stores are just that.. sales offices. They are not able to do anything of substance to help you or fix your problems. They are there to sell you a phone and/or a plan. That's IT!
Since that day we have been back in the store several times, have used online chat and have made several phone calls to customer service, all about the horrible service we receive. Every aspect of our service is unreliable and unreasonably slow. Even with a full signal, our data speeds are dwarfed by every other provider.
Every friend we have who has Verizon, T-Mobile or AT&T is able to leave us in the dust without exception. We don't even bother trying to install/update apps unless we are on wifi and we often get messages saying that we are not connected to the internet when we are. Text messages can take up to the following day to get to the recipient, even if that person is also on the Sprint network. We get frequent dropped calls and failed calls. We keep getting voicemail notifications from calls that never rang.
Then, when we attempt to retrieve those voicemails, we are often unable to access the voicemail service. Every time we contact them, Sprint goes through the usual hoops; check our account, check for network issues, reset our connection, reset the phone, blame the phone, blame Apple, tell us LTE is "coming soon". My wife and I have coined the term, "getting Sprinted". When your call dies, "You got Sprinted". When the text you sent while you were out shopping and had a question finally arrives when you get home, "You got Sprinted". When you REALLY need to look something up on the internet and all you get is a blank white page or a hypnotic rotating wheel, "You got Sprinted".
Sure, every provider has their good and bad days, but Sprint's good days are only as good as their competitors' bad days. Well, ladies and gentlemen, we have had ENOUGH! It is incredible that we are expected to uphold our end of the bargain when it comes to our 2-year contracts and must pay a hefty sum to get out of them when the provider seems to bear no responsibility whatsoever. They are not obligated to maintain any level of service. We pay nearly $200 per month for cell phone service we can barely use. I suppose it is very easy to offer "unlimited" data when there is no possibility of anyone actually using very much of that data in a month.
Ironically, when I contacted Sprint the other day about getting out of my contract, my call failed THREE TIMES in the course of the two hours I was on the phone. You know what they told me? "We see you have had issues, but we are not able to waive your ETF because your service isn't BAD ENOUGH." WHAT?!?! If it was any worse I would have to use snail mail for all communication! This is absurd. This has been the absolute WORST experience I have had with ANY cell service provider. Time for a change of scenery.
AURORA, COLORADO -- In mid-October, I went into what I believed was an actual Sprint store located in Aurora Mall, picked out the iPhone 4S. Later, I decided I wasn't going to be able to afford the monthly cost and called Sprint customer service, within the 14 day time frame, to cancel the service. I was told by Sprint customer service to return all equipment. So, I went to a Sprint store only to be told they could not take the equipment because it wasn't theirs and I'd have to return it to the store in the Aurora Mall. They then explained to me that the store in the Aurora Mall is actually Fast Wireless, who is AUTHORIZED to sell Sprint service, but is NOT an actual Sprint store, although the sign outside the store says Sprint.
So, I go back to the store in Aurora who said they can't take the equipment back because it came from the Sprint distribution center. While at the store the "Manager" called Sprint to see if they would take the equipment, Sprint said no, because the equipment came from Fast Wireless warehouse. Fast Wireless said they couldn't take the equipment back because it came from Sprint.
Neither is accepting responsibility, pointing at each other, and now I'm stuck with equipment I'm not using, and an early termination fee of $700. Sprint customer service has it noted that cancellation was requested within the 14 day which would eliminate the early term charge. However because neither Sprint nor Fast Wireless will take the equipment, Sprint will not cancel the account until equipment is returned and charging the early term fee.
WARNING.. DO NOT DEAL WITH FAST WIRELESS PERPETRATING AS SPRINT IN AURORA MALL. GO DIRECTLY TO SPRINT OR NOT AT ALL. I will no longer do business with either.
MIAMI, FLORIDA -- When I first decided to join Sprint, the salesperson gave me the wrong cost breakdown for what my plan would be. After realizing, she apologized and corrected herself and it was quite a difference. Still, I decided to go with Sprint because my previous carrier didn't have iPhones available. I got 2 lines since there was a Buy One Get One Free promotion, where I received a free iPhone SE with my 7 Plus.
For some reason, the promotion was never recorded and they started trying to charge me monthly for this free iPhone. It took 3 months for them to finally add the promotion to my account, discounting the monthly payment as an adjustment to my bill. Aside from those billing issues, the service is terrible! My calls were always dropping. When hurricane Irma hit, a bunch of their towers were either down or functioning at their lowest capacity. I couldn't use my phone anywhere without wifi. Meanwhile, my boyfriend and his family who have AT&T were using their phones without a problem.
I called Sprint and asked for a credit to be added to my account for the time I was without service. They told me to call when the towers were completely back up so that they could assess me for a credit that would cover all the time I was without service. Months later after continual calls about this, I was told Sprint was not going to be issuing any credits.
Which brings me to another point, their customer service is terrible. No one ever knows what they're talking about. Every time I call I learn that the last person I spoke to left out a key detail. I paid the pay-off price for my phone since my 2 year lease was finally up and I asked if I could have my phone unlocked. I was told yes, that this was completely possible because I paid my phone off.
A claim was submitted and I was to wait 48-72 hours. After this period of time, I called and found out that the request was blocked because I have a past due bill for both of my phone lines (which I already have an automatic payment scheduled with them for). How ridiculous! What an inconvenience.
The person I spoke to said they had no idea why the claim was even submitted, as the person should have known it would be denied due to my past due balance. I've really had enough of Sprint. Too pricey for the terrible phone service and terrible customer service that they provide. And way too shady.