I have been a Sprint customer for 10 1/2 yrs now. Ultimately I enjoy my sevice with Sprint, but everytime I call to get something changed or added there is always a problem. I really don’t like sitting on the phone waiting, being transferred to any & everybody, months and months waiting for your change of what you ask for. It is such fustration to have to keep calling back over and over again just to tell the same story over and over again, because no seems to happen because everyone seems so nice because they want their rating to be very good, but when you get your bill the same thing is on there that you ask them to remove and what you ask them to add is on their because that’s cost money of course. Mr. Hesse I called on 2/23/2010 about the evo 4 phone, I knew that I could get an upgrade but I thought maybe just maybe being a customer for 10 1/2 yrs that I could get it for free since I’ve never recieved a free phone and only used my upgrade once because I’ve always bought my new phone full price because I was’nt really aware of the upgrade that Sprint offered on a new contract, so I never used my 150.00 until 3yrs ago . Ten years is a long time to stay with a company and I don’t think that giving me a free evo 4 phone will break your company. The best thing you could do for me is giving me the evo 4 phone for being such a loyal customer. Now, I know you have many many cusotmers that have been with Sprint for probally much longer and really don’t care if I switched to another distributor that always offer free phones to their customers. I’m talking 3, 5, and 10 yrs rewards just for staying with the company. I have reffered the doctor that I work with at one of the best hositals, to use Sprint phones for his group of doctors at the hospital to use and he did. He bought 4 phones and he just bought 2 more that we needed to use in the hospital on a daily basis. All I want is a evo phone, it is time for me to have a new phone, my phone is 3yrs old all broken and can’t see the screen, does’nt stay charged for more than 5 minutes. I would grately appreciate if you can send me the evo4 phone. If I could afford to buy it I would, but even with the upgrade discount I can’t. Thank you in advance and you have a blessed day.

P. S. MR. HESSE I HOPE YOU RECEIVE THIS EMAIL.

My name is Ann-Marie Wallace I’ve been with Sprint from 1998, over the years it’s being to get really frustrated and down right aggravating to get good service or help form escalated departments… I feel this company is just full of it and take customer’s money and push them aside.

I don’t even know where to begin to tell you all that me and my family has gone through with Sprint and Sprint customer service, you need to have a total over hall of your company starting with customer service and all managers… As you can see Sprint has gotten well enough money from me over the years and am yet to get the services I need from you as a customer.

For every one in America whose going through what and still going through it, I plea with you to go through some of the e-mails you have gotten account information and check the truth, because thousands of people are not lying. You have to fix this and fix it now because your company will pay by loosing a lot of it’s customers.

Thank you for your time and understanding in this matter

Good Evening Jerry,
I just spent nearly 2 hours on the phone disputing the new ASL fee that I received a letter in the mail outlining the justification of a new $4.99 fee.

What kind of ridiculous scam is Sprint trying to pull on their customers? I am a single mother and I paid my security deposit to receive your service when I signed up for this phone line. I have since recieved my deposit back. I may not pay “very” timely but I still do have my Sprint service as it is my only link to my children. I REFUSE to pay the ASL fee as I personally feel is is considered financial discrimination. I may not have perfect credit but your company gets their money from me EVERY month for services. You have horrible customer service reps, horrible service, and crappy phones. I am currently elligible for an upgrade and I went into the store to view the phones that are currently available. I can’t even afford the ones that are worth having!!! Thats in lieu of the $150 upgrade Sprint has offered me. Now you want me to pay an additional $4.99 because I have less than perfect credit?!?!

I am considering allowing Verizon to buy out my contract with Sprint as this was the last straw for me. You should also check out the blogs on the Sprint website as there are going to be a great deal of customers you will loose due to this unfair fee imposed on your less than wealthy customers.

Good day !!!

Lisa G

To may disappointment and dismay, I have gone through 2 and is working on my third. I got so fed up with the issues of the Samsung Instinct (screen freezing, send button not working, etc.) I took my phone to the Virginia Beach Repair store, only thing I received was a hard reset, within 2 hours the phone still wasn’t repaired.

I currently work in the DC metro area, I took this phone into the Sprint Store in Waldorf, MD, a phone was reordered for me (got a refurbish one). Picked the phone up within 3 days (shouldn’t take that long, but it did), the Sprint Tech reset all my contact information. I started inputting all my speed dial information into this phone, all my speed dial information was deleting (this happen before, I left Sprint’s parking lot). I asked the tech about it, his words,”I DON’T KNOW, I NEVER SEEN THAT HAPPEN BEFORE AND I DON’T KNOW WHAT TO TELL YOU”.

I called the customer service, and spoke with a Supervisor by the name of Ellisa Jones from Topeka, KS she tried to get me another phone with the 3 time phone replacement. THIS IS A SPRINT POLICY: NOT ONE STORE IN THE WALDORF, MD OR VIRGINIA BEACH, VA WOULD HONOR THIS PROGRAM. Ms. Jones (outstanding customer service) kept a daily log of our conversation and to see how much progress was made.

I spoke to another supervisor by the name of Mark Anthony (worthless and useless), his exact words were “I FEEL YOUR PAIN, I HAVE A INSTINCT MYSELF AND THIS IS MY THIRD PHONE AND THAT, I DON’T KNOW WHAT TO TELL YOU, HE ALSO COMMENTED THAT SPRINT IS ONLY RESPONSIBLE FOR A WORKING PHONE. IT DOES NOT MATTER WHETHER ITS NEW OR REFURBISH.” HE THAN CONNECTED ME TO A CURTIS HEIGHER which by the way is another supervisor

Curtis Heigher wanted me to get another Instinct (newer one), the instinct has left a bitter taste in my mouth. I didn’t want another one, I asked for an upgrade because of this crappy phone. I would have paid for any additional cost, He said that wasn’t possible. He wanted me to go Largo, MD to another sprint (this 30 miles out of my way), unless he able to send me some gas money, I refuse to go. Evidently, Mr. Heigher doesn’t know the DC rush hour traffic. I have a family, that would have taken from there time. He wanted me to go to the corporate store in Herndon, VA. this man failed to realize that, I have to work and that once again evening rush hour traffic in DC is hell.

He than connected me to a Sean Pete, from your executive office. I told him, I would be willing to pay any extra cost for a grade (I’M NOT WILLING TO PAY ONE CENT FOR AN UPGRADE NOW). I keep getting, you must go to a Tech, well I tried Sprint some call tech(s) and it didn’t get me anywhere. I refuse to go to any other store. THIS HAS BEEN A ON-GOING ISSUE FOR OVER 2 WEEKS AND A INCONVIENCE TO ME AND MY FAMILY.

I have reported this issue to the Better Business Bureau and my family will also, be terminating their service with sprint in the near future. With my 2 year contact, I would be paying $4176 for 2 years. I say, it cheaper for me to terminate this contract then keep paying money for crappy equipment.

I feel that your company, KNOW that this phone is a piece of crap (especially with all the reviews), and you as the CEO, has done nothing about IT. SHAME ON YOU FOR FAILING YOUR CUSTOMERS WHO SPEND THOUSAND OF DOLLARS FOR THEIR SERVICE. MAYBE VERIZON DON’T LOOK SO BAD AFTER ALL.

The dan@sprint email address is answered by a customer service person who is very polite but dum as a box of rocks, problems do not get resolved & they continue to say, I’m going to call you. Well I’m at work & have told you a thousand times that we must converse via email. Nope…that didn’t happenen my service has been interrupted several times because I’m being over charged & overcharged for services that Sprint is not providing…this is called consumer fraud. I have been a customer for 10 years & the customer service is absolutely ridiculous. Apparently there is no training only OJT which doesn’t working a customer is being charged & overcharged for features. I would love to join a class action lawsuit & if I knew how to file one I would. Today is Oct 26, 2009 & I will be signing up with another carrier/provider after 10 years…enough is enough. What good is a “premier customer” if your being treated like a 3rd class citizen? I hope Mr Hesse & his Guru’s are reading these emails because if not they will be out of business within the next 6 mos….everybody is leaving them & going else places.

But this isn”t the reason I wanted to send this email.I had the pleasure of untilizing your “GPS” on the phone.I had this most earth moving experience ,I had never traveled by myself and this wonderful tool lead me 400 miles are more from home there and back.I had never felt as though I was the queen of the road with so much confidence.I think with all the negative emails you have here.You needed to know, taken from a person who has never contacted a business are took the time to send a email this was like the lottery for me to send a comment.I think and this is from a consumer you should re-do some of your commercials, Because I see a bigger and bettrer vision for “SPRINT” . I hope to hear to from a “REAL PERSON”.

For a single mom and at 39 for the first time to drive so far from home with this wonderful tool and still receive incomming calls all at the same time.Take it from me Iam your customer I can see things from outside the box that you guys Don”t.

Signed- PHD in Customer Service-Marketing(LoL)

i had a problem with my daughter line that is attending college, she had inform that her samsung (instinc) phone touch screen is not function properly, and her phone is still under warranty. I can in to adise the rep that there is no store location in my home area, do to the store loc has been moved to another city that is about an hr an half away from where i live. Before it was very convent for me to bring my phone to have look at do to the tecnical problem with the phone. since you’r store has been moved to an hr an half away, i have no transportation to get to a store location, so i kindly ask you’r rep if they can send me another phone so my daughter can have a phone that she can use, an she can mail in her old phone. You’r rep advise me that i should make an asurion claim an pay the $100 deductible, why should i pay for a deductible when the phone is still under the warranty, i had purchase the phone from (sprint) an i want a working phone. you’r customer service did not help to try to solve my problem , all i was getting like , pay the $100 deductible an i will get a new phone or go through samsung under there warranty, so what if you purchase the phone through sprint, now it is my responsiblitiy to contact the manufacture to get a replacement phone, so I am feeling that you don’t care about the phone that you have sold to us that is supposed to work, not defective. why should i lie to the asurion company an make an asurion claim when it is under warranty do to the tecnical problem with the touch screen phone. since the rep couldent help me i had ask for a supervisor, an the supervisor response was not helpful, she sound like she do not know what she is talking about an she could not even asnwer my question, when i ask to get an address to write to you or e-mail to you , she told me that she will xtransfer me to her manager, when i got another supervisor, then i talk to the opps manager, she do do not try to resolved my problem with the equipment defective, also with her response she said “if you say that the phone is defective touch screen, take it an have the tec support help you so they can get a new phone sent out to me, she said that if a tec can’t help me then pay the $100 deductible for another phone. why should i pay for the $100 when it is under warranty, It is bad enough that i pay for four of my line insurance an it is expensive an on top of that pay the deductible. This is not the first time that i have problem with you’r customer service is not trying to tresolved the problem or even try to help customer. another incident i had , was for two of my lines on had purchase the kids two new rumor when it forst came out , not EVEN 1wk later the key button on the screeen do not work an the phone FREEZES up, I had call about the problem an you’r rep advise me that this is an ongoing problem that they are aware of it an they were not able to do anything to resolved the problem an they are sorry for the inconvent, why couldent they send out a new phone or offer to get a new phone that will work. so right there you’r rep is not rying to work with customer, “I thought customer service is supposed to help custoemr resolved there problem not try to shift them off to another rep then a supervisor then a manager that do not know what they are talking about, an tell me for the best, just pay the $100 deductible. this is NOT A GOOD CUSTOMER SERVICE” on 09/18/09 @5:44p.m i got hung up on, then i went online an did a chat with a rep hoping that i can get the problem resolved, but obviously that did not happen, i was online for over 4hrs chating with 4rep an nothing was resolved, all i was getting, was the boot. Then the opps manager advise me to call tenical support to get another phone sent to me an i can send the old phone back to them with no charge or no deductible. I then agree, when i call tecnical support, (josh) he said that he was able to help me, but told me to hang up so he can call me back. i didn’t know why he want me to hang up on the line when i was calling him on a different phone that did not need the troubleshoot. but , i did hang up, when he call me back we had troubleshoot, an the phone will not work properly, then he had adv me to log online an fill out the asurion replacement, i went ahead an did , i told that i am not paying for the deductible, he said that will be find, he then had me on hold (mute) an did not check back with me until 35mins later an said that when he try to get it waived it did not go through in his system. so he told me that he want me to hold for 2mins , when he ahd me on mute for another 30mins, an never came back ..so obviously, you’r rep was dinging around an not trying to help me at all. I do not know what kind of customer service that is working for (sprint) or hired. I have been a loyalty customer for about 10yrs, an i have spend alot of money for you’r service , that i am not getting a good customer service at all..all i ask for them to do was instead of me running around, just waived the $100 deductible for me on my account so i can get a new phone that will work on my daughter line. but, no customer was willing to work with me. “WHERE DID ALL THE GOOD CUSTOMER SERVICE GO”? An one more thing, one of my line was qualifed for the upgrade so , i had upgrade, then i decided that i wasnot happy with the motorola-Q so i had mailed it back within the 30dys wfg..but you’r rep did not change my upgrade date to the original date that i was qualifed for the upgrade, an still had my contract extend to 2yrs..when i return the upgrade back within 30dys wfg…that i was not done or resolved. The rep i had talk to said “oh don’t worried about it we will fix it an nothing was done. a year later i ask abt my contract end date was for that line ..you’r rep said it is still under contract do to the upgrade..i had adv her that the equipmetn was retunr over a yr already an now i see that i want to upgrade to a different phone, an i was ADVISE that i was not qualifed for the equipment upgrade. I let that go , do to i was busy, with my time tired of arguing with you’r customer service MISTAKE! an they won’t admitted it. So within this yr. i call an there was one rep that admitted that there was an error , but they cannot do anything about it. I told her that i was going to cancel that line about 1yr ago an i couldent do to the contract end date was not until this yr, when it was you’r error. I didn’t get apologies for you’r error. you guys can be SUE for all the error that you rep has done on my account. there has been alot of mistake an i was still a customer. I really thought that Sprint was very good, but now i realized that you’r customer service has gone to drain. “What i want done, is for the 5hrs that i was kept online an i a call i want a new phone without being charge for my daughters, an 3months of free service for the inconvent…Can that be done, apologies is not going to do it. (sprint) actual had me on an additional 2yrs, when i return the equipment, an if i wouldent cancel the service off of that line then, (sprint) would of charge me $200.00 etf..so i would of got rip off , do to you’r rep error, that would really hurt me.

To our dismay we have gone through 5 HTC Touch phones in the past 9-10 months! I got so fed up with the issues of the HTC Touch (screen freezing, send button not working, etc.) that I called Sprint to get our phones replaced with different phones. We choose the HTC Touch Pro because we both have been working with WM for the past several years and did not want to change OS’s.

After 1hr 10mins on the phone with Sprint and 4 four different numbers to call (866-789-8292; 800-480-4727; 800-584-3666; 888-211-4727), we finally got to the insurance portion of Sprint.

At this point, let me say, all of the people at Sprint that I talked to, were very professional. Kudos to them and please let them know! However, they did not know how to handle my problem.

Bottom line: I’m getting 2 HTC Touch Pros phones. It’s costing us $100 for these phones. Which may I add are not fault of ours. Case in point; all the advanced Tech support people we have spoken to the past several months have indicated the HTC Touch has had a history of problems. We have spent $50 per phone for the past 5 phones. I do not understand why this is so.

Why are we paying to replace phones that do not work as advertised? I love the features of these devices. However, when they do not work…why are WE paying the price?

We will continue with Sprint with the hopes all will go well with these phones. My wife is a real estate agent and I am a Housing Manager on a military base. I enjoy the “Simply everything plan”. You have a very good program. That’s why we switched from Verizon. However, as customer; there are some short comings I felt you need to know .

Feel free to contact me.

Ray Diaz

Ps you got my phone number…

my apologies for the issues with billing and service. Please expect a call from my team shortly.

——————————————————————————–
From: tonya rodriguez
To: daniel.r.hesse@sprint.com ; Robert.h.brust@sprint.com ; John Garcia; Johnson, Bob L [CK]
Sent: Wed Jul 22 19:55:32 2009
Subject: Poor Customer service and total disregard for long time customers….

Good Evening,
I am writing this email as a final attempt to obtain help from someone at Sprint. I have been a Sprint customer for 9 years and never in my life have i had as many problems as i have had in the past month. I am a former employee and i was on a Shared Fair and flexible plan and i called in to customer service becasue of a problem with a line not having 7 pm night and weekends and was being charged overage as a result . The representative said he was not able to add it to the phone for whatever reason and said thats probably the reason it was not origanally added. He proceeded to transfer me to Retention or as they like to call themselves these days Account Services. The representative id# UF673544 proceeded to tell me that he was willing to help me since i had been such a great customer. He gave me some features that did help with the overage and also added 6pm night mins on the number instead of 7pm. I then proceeded to tell him that i wanted to add picture mail to 1 of my lines he said that he had a plan giving me unlmtd text and picture mail and he would add it to all 4 lines and it would not change any of my rates . I was already receiving unlimited messaging for no charge. So he fraudulently removed the FREE messaging and ADDED ON EACH LINE a $20 plan for unlmtd text and picture mail. (which im sure he received some sort of commission on!)Also he added them from the date of the call , which caused major proration. I was floored when i received my next bill that was $567.89. When i called customer service i was told those codes are old and cannot be retrieved and i needed to change my WHOLE plan. I truly feel this is a ploy to get rid of the Fair and Flexable plans becasue of the tiered overage being so low. Because i cant imagine it being a innocent mistake. On the new plans my overage would be .40 per minute.After speaking to at least 10 different reps a manager called me back and said word for word that the codes where no longer available and they cannot be added back and then asked what i wanted to do ? She did not apologize nor empathize . When i asked her if i cancelled all 4 lines would she cancel the early term fee and she without hesitation said no. i have been backed into a corner without options and i am being held hostage by your company and i would hope that someone would contact me reagarding this total disregard to your good customers. These reps dont understand that customers are the livelyhood of Sprint and never have i been treated so poorly than i have this month.I love the service , but the devices and Customer Service are beyond poor! The Sprint brand is measured by the direct contact we receive when we call customer service and it seems to be going down hill quicky…I sincerely hope you are not the next company to go under!
I have also issued a complaint with the FCC!

Have a nice day !

Tonya Rodriguez

Daniel.R.Hesse@sprint.com
William.G.Arendt@sprint.com
Keith.Cowan@sprint.com
Paget.L.Alves@sprint.com
John.A.Garcia@sprint.com
Chris.A.Hill@sprint.com
Len.Kennedy@sprint.com
Richard.T.C.LeFave@sprint.com
Sandra.J.Price@sprint.com
Kathryn.Walker@sprint.com
barry.west@sprint.com
bill.white@sprint.com

Today I encountered the worst service I have ever received from Sprint. I purchased a Sierra Wireless routher and the CSR promised to add 100 bonus minutes to my plan for the purchase and she only added 50 minutes. I called customer service to inquire and I was put through five or so people who did not know what they were talking about and it seemed like they were all very eager to loose me as a customer. The final lady said I can go ahead and cancel my order or terminate my contract. What type of customer service is that. That’s the reason why Sprint is lagging behind the other careers. I am thinking of leaving and going to ATT or T-Mobile as Sprint does not need customers.

It’s a shame that the CEO speaks a different message from his foot soldiers. SHAME.

I just want to say I’m very disappointed with the service and customer service reps at sprint

First of all my plan was changed to a different one with out contacting
I also would like to say with the way the economy is that you would treat you customers better so you don’t loose customers

I been with Sprint since 2005 I will say one thing I would not recommend anyone to go to Sprint

Darrell

ty

Then, and here’s the fun part, just about 90 days from when our Sprint account was finally closed, They GAVE OUR NUMBER to a new Sprint customer!! I started getting text msgs and calls for someone else on my lovely iPhone, and we finally figured out what happened. I spent HOURS on the phone with people in what seemed like every corner of the world, trying to get it resolved, but what was really frustrating was that they kept arguing with me that “that can’t happen”. I assured them that it could, and I was living proof. Finally after two days of phone calls, I just called one of the poor new customer’s friends back and told her to tell her to go to the Sprint store and get a new number, which resolved the problem (no thanks to Sprint).

Now, unbelievably, about 90 days later, Sprint has DONE IT AGAIN. They have given my number, my AT&T number, to yet another poor unsuspecting new Sprint customer. This time, for what it is worth, I have filed complaints with my state attorney general and the FCC, since once again I am getting terrible customer service from Sprint on the phone. I am going to do whatever I have to this time to call attention to the problem, because I consider this a form of identity theft – not only could my number be associated with criminal activity, but this new customer could potentially run up bills that AT&T would expect me to pay. If anyone out there is considering a move to Sprint, I implore you to reconsider. While most of the customer service people I have spoken with over the last 9 months have been polite, they are all apparently inept as the issues do not get resolved without repeated, and ever angrier, followup.

I purchased two Sprint phones and service through a local retailer. Upon getting home and trying the service, it was not what we wanted. The phones were returned in less than 72 hours and the service cancelled – or so I thought.

Several days later I received a phone call from the retailer. They had another customer who wanted to purchase both phones but one had not deactivated for some reason. I immediately went to the store and the manager called Sprint, with me standing there, to make sure everything was deactivated.

I heard nothing else from Sprint until I received a bill dated 1-25-09 showing a past due balance of $92.05 and then a nastly little “Collection Agency Alert” dated 1-30-09.

On 1-31-09 I called Sprint and spoke to ‘Brandi.’. She made notes on the account then transferred me to another department where I spoke to ‘Bobby’, who told me they were adjusting the bill to where it would only be for the day or so that we used the service and that it should be corrrected in the next billing cycle.

On 2-6-09 I received some kind of recorded message from Sprint about the account. I didn’t listen to the message – it started asking me to input information and I had not intention of doing that. I immediately called Sprint and spoke to ‘Chris’. He said they were crediting the entire $92.05 and it should show up in 24 hours, and at my request he sent me an email confirming this.

On 2-7-09, slightly more than 24 hours after the timestamp on the email, I received yet another recorded message which I again hung up on. I responded to the email advising them that another call had been received and inquired as to whether this incorrect information had been sent to any credit bureaus.

I’ll be reasonable at this point although my patience has worn thin. I’ll assume this last call was a mistake, that the computer system hasn’t picked up on the balance being wiped out. However, if I get anymore calls I will do what I have to do to resolve the matter – I do NOT appreciate being harrassed in this manner. I guess it will also be necessary for me to make sure Sprint’s screw up hasn’t shown up on my credit reports.

I will say, all of the people I have talked to at Sprint were polite. However, that’s not enough. I don’t want lip service, I want the issue resolved.

This is to inform you of the horrific customer service we have experienced from Sprint. One year ago we added a fifth line to our account; within 6 months the phone stopped working for no apparent reason (it was not dropped, gotten wet or anything of that nature) we called Sprint and were told they could do nothing until one year was up. After a year we could have a new phone at no charge. One year was up today. We called *2 customer service holding for more than 20 minutes before reaching a service rep who could not speak or understand the English Language. Frustrated we gave up and went into a Sprint store. After waiting over 1 hour we were told they could only give us $75 off a phone not a new phone for yet another year. This is contrary to what we were told after the phone stopped working. They gave us the option of swapping out a phone for $35; exasperated we agreed. Within 2 hours of receiving the swapped out phone, the hinge broke and the phone is now held on only on one side and is very difficult to use. We called customer service holding again for 20 minutes when I explained the situation I was told they would transfer me to a supervisor. The supervisor could not speak or understand the English language. However, he did manage to tell me there was nothing he could do; I needed to go back to the store. Further, one of my phone lines is used in the Dekalb, IL area. This phone frequently loses calls. We asked at the Sprint store about this and the rep said, “you are not the first person to tell me that Dekalb, IL does not have good Sprint reception.” This surprised us b/c on the Sprint brochure it has this area listed a very strong reception.We have been loyal sprint customers for over 10 years we currently have five lines. Due to this unacceptable service we are requesting that Sprint terminate our contract (it has one year remaining) without penalty so we can switch to a carrier who provides service and support to English speaking customers. We will see if Mr. Hesse stands behind his service or lack there of.

11/3/08 Called Sprint Blackberry Tech Support due to both Pearl 8130s on our account losing text messages and call logs periodically. The gentleman I spoke to indicated that he needed to walk me through the program I had downloaded in September to take care of the issue. We made arrangements for him to call me back at 6:00 pm CST on Tuesday 11/4.
11/4/08 Made sure I was home today by 6:00 pm to take the call the get the phones fixed. NEVER received a call, but was home ALL evening long.
11/5/08 12:15 pm Called Sprint Blackberry Tech Support back to find out why I never received a call back the night before the try to resolve the problem we are having with the phones. The “gentleman” I talked to was very rude and acted like I was stupid and the problems with the phone were my fault. He then told me that the problem was I had 0 bytes available on my phone and I would need to clear my cache and cookies, which he instructed me on doing. This did not solve the problem. He continued to be rude to me in our conversation and told me that he obviously couldn’t help me and that he would need to escalate my issue to the escalation management team and indicated that they would call me back within 24 hours. He then put me on hold for an extraordinarily long time and then came back with Case #C1932295. I asked for a direct number to this department and he told me that he didn’t have one to give to me but he would transfer me to the voice mail. Before he transferred me to the vm for the escalation mgmt team, he asked me (in a very sarcastic and rude manner) if he had been able to get my situation resolved in the one call that they strive for. He new very well that it wasn’t accomplished and I viewed the comment as a very ignorant way to end my conversation with him. I understand that may be a question in most circumstances he is required to ask, however, in this circumstance it was not necessary and just upset me more with the entire situation, especially with how rude he was to me during our telephone conversation. He transferred me to the voicemail of someone in the escalation management dept. where I left a message with my name, cell number and case number and asked that I receive a call back within the 24 hr. period I would told they would call.
11/6/08 3:30 pm I did not get a call back from the Escalation Management department so I called Sprint back and was transferred to Account Services. I spoke with a gentleman about the issues I am having. Now I am upset that not only are my phones not working, but I am not getting return calls from Sprint as promised. This has happened twice in three days. He tries to assist me with my phone problem and tells me that since I have no available bytes on my phone that I need to delete some applications. I did this to no avail. I asked him to speak to a supervisor. I was told that one was not available but one would call me back. I indicated that I wanted a call back before 8:00 pm CST.
11/7/08 3:00 pm I have not received a call back, yet again from Sprint! This is the third call that should have been placed to me, but wasn’t. I decided to take my phones to the Sprint store on Lindbergh Blvd. in Florissant, MO to see if they could figure out what was wrong with my phones. They determined they couldn’t fix my phones and needed to order new phones for me, which they did. They should arrive on Tuesday, 11/11.
11/7/08 5:00 pm Since I have not received any calls back from Sprint to address my problems and the lack of returned phone calls to me, I called Sprint Customer Service yet again (using *2 on my phone)! I received a customer service rep and I immediately asked to speak to a supervisor. I was then transferred to a supervisor. The supervisor was nice, but soon realized that she couldn’t help me. I told her that I wanted a copy of all the notes on my account e-mailed or mailed to me as a record of my conversations with your employees. She told me she couldn’t provide that to me. She then indicated that I needed to speak to someone in account services. When she transferred me, I immediately asked to be transferred to a supervisor, but the person who answered tried to solve my problem. I told him that I knew he would not be able to solve it (as I had been this route earlier in the week) and I needed to talk to a supervisor. He then asked me exactly what my issue was. I told him I was tired of telling my story over and over again and that he should read the notes on my account. He told me had had read them, but he wanted to hear “directly from me” what my issues were. After I explained my story, YET AGAIN, he kept asking me what I wanted or thought that Sprint was going to do for me. I told him that I am tired of Sprint’s lack of customer service and I wanted to be compensated for it. I told him I was done dealing with Sprint and if they didn’t give me a satisfactory answer, I was going to cancel my service with Sprint and I would NOT be paying any early termination fees, as I would only be canceling my service with Sprint due to Sprint’s lack of customer service. He asked me if the problem with my phones had been resolved, I told him yes it has now that I took them up to the Sprint store, but that’s not the issue anymore. The issue now is the lack of customer service and returned phone calls from Sprint. He then put me on hold and came back and said he had spoken to a supervisor and Sprint does not give customer’s monetary compensation for “inconvenience”. I told him that I needed to speak to that supervisor, as I was not going to argue with him any longer about this issue. I was put on hold and the supervisor came on the phone. She indicated the same that Sprint does not compensate customers for “inconvenience”. I told her that if Sprint didn’t take care of this issue with me and make me feel like I should continue my service with Sprint, then I would be canceling my service with Sprint and would NOT be paying any early termination fees. She told me that I would have to do whatever I felt was best for me. I asked her “so Sprint would rather lose a 3 year customer that pays $130-$150 a month in service because they are not willing to stand behind their customer service.” She told me Sprint doesn’t want to lose customers but they don’t compensate customers for their inconvenience. After getting more and more upset and spending an hour on the phone, she finally told me that she would be escalating my issue to the Escalation Management Team and they would call me sometime on Monday. I indicated to her that the Escalation Mgmt Team had until 8:00 pm CST to call me to resolve this problem. She was so eager to get me off the phone, that she didn’t even give me a case #. This particular telephone call lasted 1 hour!
11/8/08 Received a call from Jennifer Barber with Sprint Escalation Management Team. She had to leave a message on my voice mail, as I was away from my phone. When I received the message at 7:00 pm, I tried to return the call, but got Jennifer’s voice mail and couldn’t leave a message so I decided to wait until Monday between 9:00 am and 6:00 pm CST.
11/10/08 I tried calling Jennifer Barber’s number (254-295-8121) 5 times (9:36 am; 9:56 am; 10:32 am; 11:10 am; 12:01 pm). I got her vm each time and at the end of the vm a message said “This subscriber cannot receive messages at this time.” I then decided to call Account Services back at 866-235-1185. I talked to Dave at 12:06 pm in Account Services, who reviewed the notes on the file and told me he was opening a new case #C1952225 and walked it down to the Supervisor of the Escalation Management Team and indicated I should get a call back in 1-4 hours. I gave him both my work and cell numbers to reach me. (They have until 4:30 pm CST to call me back.)
11/10/08 Received a VM from Jennifer Barber at 3:01 pm CST (254-295-8121). Left a message indicating she “leaving a message for the second time, I am available today, please call me to discuss case #C1943219.” I tried calling her back at 3:03, 3:07 and 3:18 pm and received her VM again each time which indicated “the subscriber cannot receive messages at this time.”
11/10/08 3:19 pm I called Account Services back because I still can’t get through to Jennifer Barber and can’t leave her a message because of the message above. Anthony answered the phone and I explained to him that I need to get in touch with Jennifer or her supervisor, but her voice mail is giving me the message above. I indicated to him that I wanted to remain on hold until he got in touch with either her or her supervisor. He then transferred me to Jennifer’s voice mail and I received the same message above AGAIN! I called Account Services back and was told that Jennifer was out to lunch and her supervisor was in a meeting. I indicated I was not hanging up the phone until I spoke with someone in the Escalation Management Team. After being on hold for 20 minutes Jennifer finally came to the phone. She was called to the phone from her lunch break and she made sure I knew that and knew that she wasn’t happy about it. She indicated to me that the problem with my phones had been taken care of and therefore my issue was taken care of. I indicated to her that the issue is not taken care of as my issue is the lack of customer service I have received from EVERYONE at Sprint. She stated that she tried calling me twice and had not been able to get in touch with me. I told her that I did try to call her back 8 times (5 this morning and 3 this afternoon immediately after she called) but every time her vm would not let me leave a message because it was full. She told me that she had 75 other cases and gets a lot of phone calls so her vm is always full. She was accusing me of not call her back, but she doesn’t know that I did try to call back, because her vm was full and I couldn’t leave a message for her to know that I had tried to call her back. She told me that she checks her voice mail once in the morning when she comes into work and then again after lunch. If her voice mail is so full all the time because she receives so many calls, then either she needs to check her voice mail more often or the capacity needs to be larger. She also told me that she has customers that have been out of service for over a month and doesn’t think that my issue is that big a deal. How dare her tell me that my problem isn’t a big deal. I am a paying customer of Sprint, just like all her other customers. These are yet a few more indications of the crappy customer service provided by Sprint. In response to my issue with the lack of customer service, Jennifer indicated Sprint doesn’t give credit for “inconvenience” to their customer, but then asked me what I want. I indicated that it would be satisfactory to me and I would stay a customer of Sprint if I received a credit to my account in the amount equal to the amount of the early termination fees for both of our phones on this account. She told me “absolutely not” but she would offer me one month service free. I told her that was not acceptable and if she couldn’t offer me anything other than that then I needed to speak to her supervisor. She indicated that her supervisor Greg Gibbons would call me back within the next 24-48 hours, as that was the standard for their department. I told her that I would give her supervisor/Sprint one last chance to satisfy me and work to retain me as a customer. I told Jennifer if I do not get satisfaction from my conversation with Greg or if he doesn’t call me back, I will be canceling my service with Sprint and transferring to another provider. So far, Sprint hasn’t made any effort to keep me as a customer and I feel they don’t really care if they lose my service. The call with Jennifer ended at 4:00 pm CST. Greg has until 4:00 pm CST on 11/12/08 to call me.
11/14/08 Today is Friday, Greg Gibbons was supposed to call me back on Wednesday. I haven’t heard from ANYONE at Sprint.
11/15/08 Today I canceled my service with Sprint and signed up with Verizon and I received the best customer service I have EVER received from ANY cellular provider.
I am sure Sprint is going to try to hit me with early termination charges, but I will fight it.