1. #1
    mmdb
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    Hi, I've been reading previous posts about Sprint's customer service. Here's the situation...

    I purchased a phone online on a Sunday. This went without a hitch *phew*. As I browsed the website a bit more I realized there was another phone I wanted. I was able to call Sprint and tell them I've changed my mind and change the work order for a different phone - so I thought.

    The phone arrived 3 business days later on a Wednesday. When I opened the package it was the wrong phone (Here's where it takes a steep dive downward). After browsing the website to obtain some info on returning the phone I wasn't able to find ANY information. NOTHING mentioned returns (marketing perhaps?).

    "ok I'll just call customer service" I said to myself. To make a long story short I spent lil more than 2 hours being transferred to verious departments, numerous operators and countless theories how to actually return the phone. I say theories because it was a different procedure with each customer service rep. Well they weren't even sure, so they kept bouncing me off to another department. Ok after 2 and a half hours I was able to speak with something that said "bring it to any Sprint retail store and they'll refund it for you." AHH great! FINALLY...

    Ok so I'm a bit frustrated as I drive to the sprint store, but the idea of having a long and difficult journey come to end eased my mind. I walked in the store and a lady greeted my "I can help you with that." Ok cool! So I asked "I'd like to return this phone" and handed it to her. She then said "where did you purchase it?", while starring at the box. I told her it was from sprintpcs.com. She looked at me with a straight face and said, "they ALWAYS do this. We have a seperate inventory and we're unable to accept it. Here's a number to call to return it." As she wrote it down I noticed it was the same number I've been calling to get "service". "WOW" I thought to myself. It was amazing how doing a simple chore, in an established company, was unable to do something so simple.

    Well anyway it was about 5pm pst and their central customer service store closes at 6pm cst. Fine, I'll call back tomorrow.

    Ok next day (Thursday). I call them at 9AM. Tired and frustrated I call that same number I've been calling for customer service. To my dismay I was getting the same run around and being looped through the system. Ok I was po'd. Word of advice, they can hear you when you're on wait... I know this because an operator was speaking to another operator saying that "he's mean! If he's an asshole hang up on him k?" Well I heard that, which got me even more upset obviously.

    After about 45 min requesting to speak with a manager THEY were unable to let me speak with one because "You do not have an account with us". Of course I did not because I needed to get the right phone to begin one! Idiots. After finally being transferred back to customer service I was able to speak with someone competent enough to get my information, and put in a work order to get a return package sent out to me. Easy enough wasn't it? Only took 4 hours to get that done and countless operators and service departments.

    Another thing, I was able to charge up my phone and dial *2 to set up an account. Funny thing is I get NO SERVICE in my home whereas my AT&T gets service CLEARLY. Once again ZERO bars on the Sprint phone and FULL bars on my AT&T. BTW I live in Southern California, Orange County. I guess it's the nail in the coffin so they say, bad customer service, poor reception = no Sprint for me.

    From all this I've learned 3 things:

    1. If you're going to buy a phone buy it at a retail store. That way you have an actual person to help you out and a place to return it to if you decide the phone service is terrible.

    2. If you're deciding on a Sprint phone check to see if there's a 15 day satisfaction guarantee. T-Mobile and Verizon have this for sure.

    3. Whatever people has been saying about Sprint's customer service being terrible is TRUE. I've witnessed first hand and spent over 4 hours talking to sales reps, cust service, etc. NO ONE was able to put in a simple order to get a "return kit" sent out. I've had cingular and at&t so far. There's never been a problem with any of those companies until now.

    Hope this helps for future reference. Maybe I'll check out Verizon, people seem to like it here in So Cal.


    See More: Yes, Sprint Customer Service is TERRIBLE
    Last edited by mmdb; 08-26-2004 at 11:24 AM.




  2. #2
    MsRandall
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    As an ex employee/manager feel your pain. The number that should have been given to you was telesales so they can order you a return kit...No rocket science there just the correct protocol....The store will not take the phone back but to me they should especially in your case because they might have LOST a customer....The policy to cancel without an ETF with sprint is 14 days not 15 days like Verizon....
    If you want a Great Sprint phone go get yourself a SANYO 5600...The hotness!!!



  3. #3
    Airflite40
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    Yeah, I hate sprint cs too.



  4. #4
    kwyjibo
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    HAHAHA.

    I used to use Sprint and it worked fine until one day it kept searching for signal and wouldn't find it. I used my landline phone and stated my problem and they asked, "Are you using the cell phone to make this call?"



  5. #5
    spngbob
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    There was one time I had problems we had 4 phones that worked great and then they just kept getting dropped calls and she siad well I only had 4 dropped calls on their systema nd she was telling me to tkae all 4 phones to a store and I finally said skrew you and called back and then everything was good



  6. #6
    jazzyjuice
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    I hate calling Sprint Customer Service. Not only do they tell you to wait 15-20 minutes for a representative to assisst your call, but they also play the same, annoying music while you're on hold!

    I try my best to avoid calling. >



  7. #7
    spngbob
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    haha yeah.. tbe music does get old fast..



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