My nightmare

December 22, 2005- Went online to Sprint.com. Plugged in my zipcode....
Sprint currently offers service in the 48768 area. CLICK > To purchase online. |
CALL > 1-800-213-5431. | GO > Find a Sprint Store.

Woo hoo, finally. I went to the Sprint store, liked the plans available, and the PCS Vision hooked me. With my wife's employee discount of 25% it was a done deal. I said we live in the extended coverage area and was reassured with the Roaming package there would be no roaming charges and it should work fine. So, I bought 3 phones (Samsung 920 is nice), went home...oops, won't call out. "Welcome to the American Roaming Network..." was all it would do.

I then called Sprint. Their immediate response was to take the phones back as they didn't want an unhappy customer. I insisted it wasn't because of the signal, but that it just wouldn't work in roaming. That didn't seem to sink in. I returned the phones on Dec. 23 disappointed. The store techs were baffled as to why the phones wouldn't work. Oh well.
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January 18, 2006. We needed cell phones. I called Sprint tech support this time and told them what happened. They said it was because the phones weren't updated and should work. Great. Back to the Sprint store (35 miles away) for trip #3. This time I got 2 phones (Samsung 920 and Sanyo V2300) and made sure they were properly updated. Done. Got home, yippee!! They work. Love the PCS Vision.

January 28, 2006. The Sanyo doesn't have as good reception in the house as the Samsung, so my wife wants to try a different one. Ok, our 14 day trial is closing in so figured one more trip to the Sprint store (35 miles away, trip #4) we'd switch phones and finalize our decision. This time we got another Samsung, don't recall model. Got home, it wouldn't work. Doh! Had to drive to Sprint service area 5 miles down the road to *2 update....didn't help. I called Customer service (waited the customary 20 minutes first before talking to a human) to say my phone wouldn't work in roaming. One thing led to another, and she asked if I had any questions about my plan and if I was aware that I was being charged for roaming. WHOA!! Say what? I said it must be a mistake because I'm on the Family Roaming Plan. Nope she said, it's not available in your area. "Oh, and you're also being charged for Sprint PCS Vision"!!!! What the? That's supposed to be free for 30 days!! Now I was really confused; all we've been doing is talking in roaming and at work was watching Fox News and NFL films during lunch time. I didn't even ask about my account balance.

January 29, 2006. Back to the Sprint Store (35 miles away, trip #5). By now they know me by my first name and I wasn't smiling this time. Evidently the fill-in sales person inadvertently signed me up on the wrong plan according to the store manager. She straightened things out, dropped all charges from the roaming charges that shouldn't have been and assured me things were all straightened out. I left not believing her, and sure enough, got home and nope, no worky in roaming. Now I began to see what's going. It worked fine when I paid for roaming, but didn't when it was "free". After over 2 hours on the phone with Sprint and doing all the requested operations to my phone, tech support was baffled. Remove the batteries, reset, enter this number, do that etc...over and over. Nothing worked. However, they said to wait 24 hours to see if it corrects itself. Okay......3 more days until the trial period ends, I sure hope it does.

January 30 2006. Tried the phones before I left for work. Nothing. Got to work in the Sprint service area, both phones work fine. Upon returning home from work, I patiently waited until 24 hours passed and at 11:00 PM called Sprint back again. This time they sent me to a network specialist. Nice guy. Surely he'll fix the problem. After 1 1/2 hours total (including the the customary 45 minute waiting period) with him being beside himself as to why my phones wouldn't work, he created a TICKET. A ticket? What's that? Well, that's like going to the top of the totem pole for technical issues. They are THE gurus at Sprint. Wow, that makes me feel better. They must address this "ticket" with 51 hours he told me. Problem; my trial period runs out in 36 hours. He would expedite it as quickly as possible. Now I feel like I'm being treated like royalty. Finally it will be resolved. Sprint is insisting my phones should work.

January 31, 2006. Around 11:00 AM I receive a call at work in the Sprint service area on one of my two cell phones I carry with me at all times that won't work in roaming. It's Sprint!!! And it's the big honchos in tech support calling ME. They asked for my home phone and what would be a good time to reach me. "Anytime after 5:30" I said. Could this be it? Time is running out, but Sprint comes through! Wow. Ok.....I get home at 5:00 and wait. And I wait. And I wait. No call from Sprint. 11:00 PM passes and I figure I'd better call Sprint; they must be working on it, they promised. This time I only waited 10 minutes before talking to a human because I'm a ticket holder!! I explained to the technician I had been waiting all evening for a phone call from Sprint concerning a TICKET, but they never called. "I'm sorry for your inconvenience Mr. ####, but according to our records (or something like that), they attempted to call you three times". What time? "7:15". 7:15?? Three times? Well, I was here the whole time, and so were my wife and kids, all waiting for the call. Well, can I talk to someone now? "I'm sorry for your inconvenience Mr. ####, but the ticket has now expired". Yep, that's what happened. The call that never came. After hanging up in total disbelief, I did think to check the Caller ID; nope, nobody called all afternoon or evening. The $#!^%@@ *astards lied!! That's impossible I thought because I had a TICKET and they promised!!

February 1, 2006. First thing in the morning at work I called Customer Support....got right though this time. The lady I talked to was very nice and took my complete statement; I wish they all were like her. She was so understanding and wished she could help. Totally drained and still in shock (slightly angry at this point), I reluctantly returned the phones. It was hard putting that Samsung A920 back in the box knowing I wouldn't be watching Fox News and NFL films at lunch time anymore. So, trip #6 (35 miles away) brought the phones back to the Sprint store. Even the security guard Gary recognized me. They could tell something was very wrong. The whole store store felt my pain. Time for a group hug. Nary a word exchanged as the sales person took my phones, clips, car chargers, ear phone, and leather holder for my Samsung A920 which I liked so much. "Please come back again Mr. ####".

THE END


Oh, and the 10 days talking in roaming and watching Fox News and NFL Films at lunch time before I was informed I was paying for every minute of it? Over $300 in charges. Sprint credited my account, supposedly.

Summary
Here's what I believe. The thumb area of Michigan has long been controlled by Thumb Cellular; a nice little monopoly. High prices, crappy phones and antiquated equipment. It is not a highly populated area. As I understand it, Sprint and Verizon at the very least, became roaming partners with TC. I don't know the particulars, but I believe one of two things are going on here. Either TC is blocking use of their towers while roaming with NO charge to me, or Sprint is blocking it. However, Sprint insists to this day the plan applies to my zip code and the phones should work. I even called Sprint anonymously twice and gave two different zip codes in the thumb area. Both times the Sprint sales person on the phone said service was available. Ha! I'd sure like to know what the truth is.

Do you want to hear the Verizon story?

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› See More: My nightmare

Originally Posted by magellan

...That's impossible I thought because I had a TICKET and they promised!!

sorry to hear about your sprint misfortunes, but i love your sarcastic remark above!

Originally Posted by magellan

Do you want to hear the Verizon story?

YES!!!

have you gotten anything to work?

Originally Posted by magellan

With my wife's employee discount of 25% it was a done deal.

Sorry to hear about your Sprint troubles, I have to admit I've had my own share of billing problems, being sent the wrong phone, not having the replacement shipped until the third time i called to find out why I hadn't gotten it, being signed up for the wrong things on my plan, being charged on my plan for things that were promised for free. Fortunately, Sprint has so far corrected every problem after I brought it to their attention, apologized profusely, and credited my bill for all their mistakes.

Nonetheless, this was a terrible inconvenience and almost resulted in me terminating the contract. What finally saved me as a customer was when a supervisor gave me a $25 credit for nothing, an extra battery for free, gave all 3 phones in my plan an extra month of free Vision Plus and told me to call him personally should more problems arise. That level of personal commitment from this one supervisor made me decide to give them a last chance. Fortunately for me, everything has worked out and my bills have been correct ever since. But I have heard some real horror stories, and not just from Sprint customers but all service providers, and it makes me thankful that I stuck to my guns and eventually worked things out.

Well I felt like I had to share my story with you, but I was really curious where your wife works that she gets a 25% discount? The reason I ask is there are a lot of corporate discounts available out there (not just from Sprint but from all the providers), and there are a lot of threads in our forums about them. What I'd like to do is consolidate all of these discounts into one thread in the general service provider forum and that will make it easier for everyone to find. Thanks for your help on that!

wow i am so sorry to hear all of this.. ive dealt with issues with sprint that lead me to taking off ALL extra features. they were trying to charge me in january for MARCH's bill!! how is THAT possible when march isnt even here it, never mind that FEB isnt even here yet! =( so.. basically, swtiched to tmobile and decided to keep sprint as well. no point in canceling contract now half way through, ya know?! im sorry u had to put ur phone back, is there another cell provider in ur area that has plans that are just as good as the one sprint had that u liked? im not to sure which providers are in ur area, as i am all the way in boston. let me know what u decide to do! maybe i can help in ur research for a company.