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Sprint PCS |
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Humaira of Berkeley, who wrote to Sprint in January 2001 seeking a clarification. Last we heard, there'd been no reply. Other complaints ... Tashia of Detroit, MI November 21, 2009 I called in on Nov. 9, 2009 to ask for a extension on my payment that was due on that day, I had just got out the hospital, and I had not had a chance to check my finances. I ask for a couple of days or one week. I talked with two other salesperson, before i talked with Scott the Supervisor. He was very very rude and unprofessional. He told that he didn't care about my hardship or that loyalty as a Sprint customers was not that important. Scott yelled at me, told me that he was going to cut my service and hung up on me. Because of this unprofessional behavior from one of [their] employees. I have decided not renew my contracts in June 2010, and forwarded more I will not want to due with company again. I did try to call back a few days later to try to get a address and got another employee Elizabeth that would not give it to me. Jane of Cleveland, NC November 20, 2009 Things have been crazy at my house with moving, passing a national exam, new grandchild, helping a daughter move into our old house. I didn't check the Sprint bill until today (I admit it was a week overdue) and found I had overused my minutes by 200--an extra 60 on the bill. What I was never told was that if I had watched my minutes it would have cost me only 10 by contacting them BEFORE the bill was processed. Since I had not checked it until today (when the billing cycle restarted) I am sure I'll have another 100 extra on the next bill. Now they want me to change plans to be charged an extra 30 a month, but since I would change it today, it won't take effect until December 20th. Isn't it grand that they do NOT tell you about overage relief until AFTER it is not available for the current bill AND want to double charge you if you change plans during a cycle? If I changed it today, it would cost me the regular 45 AND an additional 70. Aren't they sweet?? Desireen of Jamaica , NY November 20, 2009 I brought in my phone along with my broad band card to be repaired. Upon giving my broadband card, due to slow loading and access to the internet, he simply did not even look at the broadband card instead he just said the network is running slow. When I was given back my phone I noticed chipping from the paint inside my phone screen, when asked to fix he hissed his teeth and said your phone is not working anyway. I felt that he was rude and very unprofessional and could have been more courteous since the chipping occurred with him taking apart the phone. His attitude was disgusting and inappropriate. David of Erie, PA November 18, 2009 In February of 2009 our contract with Sprint celluar permitted my husband and myself to qualify for two new cell phones.(Our dependable Katanas were getting old and the batteries were no longer holding their charge) We selected two "Rants" as they were the "Special" being offered and considered one of the newest replacemnts phones with a nominal fee of course. The three times we visted the Sprint store to try and get the free phones we qualified for; resulted in three wasted visits, as they never had a free phone in stock. Eventually after months of waiting,(mid April) we settled on the Rants, against our better judgement. From the moment we began using the phones we experienced trouble; both my husband and myself were constantly dropping calls, in addition to having both phones cut in and out repeatedly with each an every call. Not only were we having technical problems but from the minute we started using the new phones we began getting bills charging us roaming fees in our own home as well as fees for any local call made within our city. Eventually we were able to correct the roaming fee charges. A life threatening illness over the summer that nearly cost my husband his life; prevented me from persuing the cell phone issues for several months. Eventually when my husband recovered, and I returned to school in the fall, we began using our phones once again on a more regular basis, and our frustration grew to the point that we lost all tolerance for the inferior phones. When a call came in on the cell phone, usually from my husband, I would be forced to hang up and return the call on a land line or a friend's pay as you go cell phone, just to complete a call. Finally we could no longer stand paying for a service that was totally unuseable. My husband returned to the Sprint store in Erie and the manager order two new Rumors (the latest version of the Rants). There was very little improvement. After a couple weeks we were back at the Sprint store and expressed our concern that there had to be a defect with the phones as our previous (Katanas) never gave us a minutes worry. We were instructed to call customer service to try and request two different models of phones to try and resolve our difficulties.(I have a serious heart condition, my husband and I work opposite shifts and we both depend on the cell phones to keep in touch while at work, we must rely on them for health and safety concerns which we take rather seriously) Most of our calls are to each other and we both live and work within five to ten miles of one another. We spent over two hours on the phone with a customer service rep who did everything she could to improve our service,(via towers and rechanneling) and I must say the dropped calls decreased by approximately 50%, but the work she did, did nothing to improve my ability to send and recieve calls at my work place. In fact Sprint requested we contact them if the problem continued; we did, however, every time we placed calls to customer service those calls were dropped as well; just as our everyday locals calls are dropped on a regular and basis. Sprint claims that we most certainly do have an unusual high volume of dropped calls that they can't explain. We have insisted repeatedly that it is the quality of the phones that is the real culprit and of the eight or ten diffent people we have talked to,everyone of them agrees as well, they are fairly confident the phones are the center of the service problem, but no one has the authorization to allow us two diffent model phones to replace the phones we are currently using, they suggested we purchase two new model phones at a cost of a couple hundred dollars each. My husband insisted he wouldn't object to a minimal amount such as the price one would pay when you qualify for a new phone upgrade, but they insist that is out of the question. On Saturday, November 14th my husband spoke to a person of authority (we believe to be the head of the entire department); This person was reached in the Retention Division of Sprint's Customer Service. After stating that Sprint could do nothing more to help us, when my husband explained we were paying for a service that by virtue of their inferior equipment was vertually worthless and most definitely unreliable, especially since we must rely on this service in health emergencies, agreed to waive the cancelation fee of nearly 350. He stated that he would allow us to drop Sprint as a provider and permit us port our phone numbers and jump service to Verizon without charging me a penalty fee. My husband asked if the offer could stay on the table until Monday, November 16th, as I was unavailable at the time to discuss the option, and since the account was in my name, he felt I should be consulted. The person of authority who did not identify himself, gave my husband his word to call him Monday for our final decision and never again contacted my husband or myself. Attemps were made within minutes of this offer to contact this "authority person" again to get some type of confirmation, but to no avail, the people in the Retention department were unwilling to assist us any further, they stated there was no possible way to recontact the person who was authorized to make us an offer to leave without paying a hefty penalty. They did state they were positive we would be contacted, which has not happened. As of now we have no further recourse, we have contacted every department availabe in Sprint's Customer Service and still have been unable to resolve our issues. We are paying for a service that is basically rendered unreliable due to what one Sprint employee admitted is probably an inadequate antenna system in our phones to meet the demands of our area. To add insult to this ongoing nightmare, one of our children who recently had a medical emergency in Maryland tried to reach me by cell phone and the call not only was dropped, but I was unable to get antenna reception to return the call as well. Jessica of El Cajon, CA November 18, 2009 First, let me start by saying that none of the reps have done CPNI with me on any of the calls or transfers through there departments. I did not call in to Sprint directly and the FCC mandates CPNI on all calls. Second, I was promised a replacement phone, a Blackberry Tour to be specific and It has been two weeks and 10 hours of my time on the phone and I still have not received the phone. I am requesting the amount I would need to pay in order to get the phone they promised 250 plus the days I have not had full use-able phone service 65 which is half of the monthly billable amount. I am also asking to be compensated for time lost while staying on the phone for nearly 10 hours trying to resolve this with Sprint, and money lost not being able to make or receive calls or access emails related to work. I am asking 200 for those items. I have documentation, names and emails from the agents we dealt with. See the below trail of emails from these liars. They also tricked me by telling me they were sending me the BB Tour, plus giving me 140 in bill credits to not leave them. I felt good about it when I got off the phone and then I found out they had renewed me and put me into a 2 year agreement. UNBELIEVABLE! I had no phone from November 7 to who knows when. I still have not received my phone and I was originally due to have it back to me no later than 72 hours. It has been nearly 2 weeks and still nothing. I have spent nearly 10 hours on the phone with them and nothing has been resolved. Bruce of Calumet City , IL November 17, 2009 My Business account was interrupted because of a deliquent bill; was told upon making partial payment service would be restored. I borrowed the money and paid Cash as requested, only to be told the full amount would STILL be required to restore service. How do you make false promises to your customers and not honor them? Paul of Moorhead, MN November 17, 2009 My new LG Rumor2 died Eith Friday 13/2009 or Sat 11/14/2009. I am on a business trip to Illinois. I called Sprint on 11/15 and the lady told me to take it to a Sprint store 34 miles from where I am staying and they will replace it. I called a head to alert them so that a phone could be ready for me. They say only a corporate store can do the exchange. I call Sprint they tell me they will mail me a phone. Will get to my home in 2-3 days. I ask for a supervisor to see if I can get them to ship it to the bank where I am working. I sit on terminal hold for 30 plus minutes. Have to drop off to take care of my client. I am now PO'ed at Sprint. Wait till today 11/17 to call back. Noe Sprint wants me to buy insurance before they will send me a phone. Ronald emp # GE119765 also tells me that the other two reps I talked to wanted me to buy insurance as well. Never was insurance mentioned in the other calls. Ronald all but calls me a liar. The phone was 32 or 33 days old when in broke. No supervisor available they will call me back. Been an hour and no call back. This is a very poor way to run a business. I am send this complaint to the MN AG as well. These cell phone companies haev to be reeled in. Will cost me 175 x 3 to quit my contract early. Stay away from Sprint! amanda of houston, TX November 17, 2009 i only had my phone for two months. this is the second month. i never missed a payment. i never went over my minutes and my bill is almost 300.00. i called and talked to sprint operators but im still not getting any justice. can u please help me. it is about to cause my service to be disconnected because i can not afford it. Angelo of Fryeburg, ME November 16, 2009 I have enrolled in the Everything plan more then two years ago and have been paying 114. per month. Now Sprint is threating me due to *Roaming issues. They want to cut off my cell phone service. Please help. Michael of Mohegan Lake, NY November 14, 2009 The following is a letter that i mailed to sprint explaining my issues. One week later they actually called me on my non-working phone leaving me an 800 number to contact. When contacted they repeated all of the behavior that I outlined in my letter. I would like describe to you my recent experience with Sprint Customer Service regarding a recurring issue. I have been a Nextel/Sprint customer in excess of 8 years. I pay my bills on time and have been a loyal customer. I have 4 phones on my account and have been paying Sprint in excess of 175 per month for years. Today I called regarding my phone, the Blackberry Curve 8330. I had this phone for over a year and have enjoyed it immensely. I did have issues and spent hours on the phone at times, but for the most part the phone was productive. Approximately 6 weeks ago the "A" key on the keyboard stopped working. I brought it to my local store and it was replaced with a refurbished phone. This phone had problems with the camera that I use for my business and was immediately replaced with another refurbished phone. The next phone had the same problems and was able to be repaired at the shop. The repair lasted approximately 2 weeks when it suddenly began roaming from familiar areas and stopped receiving service from my place of business which never happened before. After hours on the phone with your tech support I ordered another refurbished phone from my local store. After this phone arrived I decided to keep the current phone because it was working properly. I was understandably gun shy about switching again and sent the new (refurbished) phone back. Today, for the second time, the track ball stopped working. This is along with the same roaming and service outage issues. I have been removing the battery regularly for about 10 days to correct the numerous issues. Today I finally had enough. I figured that after 3 refurbished phones and numerous hours on the phone or at repair shops I could get a "new" Curve shipped to me. I was wrong. After almost 2 hours on the phone, telling my story 6 times to different departments my request was denied. My last stop was with a Retention Unit Supervisor who basically told me how to leave Sprint. My only option was to again go to a service shop so they could approve a new Curve because it was technically an upgrade that he could not authorize. Nobody took into account my time, my years as a customer, or the aggravation I have been through. I must say that everyone was polite, but no one had the authority to solve my problem. Not to mention having to repeat myself 6 times to 6 different departments because each departments is unable communicate with the other! What I did not mention is that approximately 6 weeks ago I had the exact same problem with my daughter's phone that was replaced 3 times with defective refurbished phones before finally being upgraded. And, THAT upgraded phone was recently replaced costing me a 50 copayment fee. I have been a loyal customer and am sitting here typing this letter without a phone that is essential for my business. I understand the pitfalls of technology. What I do not understand is the subpar treatment of loyal customers. All I was looking for was someone to say to me that they were sorry for my inconvenience and a new Curve would be overnighted to me free of charge. What I got was offers of 2 year extensions and 150 rebates that would cost me my money and my time. No common sense. No problem solving, just basic customer disservice. The biggest joke was customer retention supervisor. He could not care less about retaining me. I do not understand a customer service business model where the burden of service is placed on the customer. One week of work without my phone that is necessary for my business. At least 15 hours over several days on the phone with sprint. Advertisement
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