Terrible Customer Service, What Should I Do?

Hi all, I'm new to the forum here and have found myself in quite a predicament with Sprint. Heres the story:

On November 21st, my current Sprint cell phone was broken and needed to be replaced. I did not have insurance at that time so I used my free upgrade to purchase a replacement. At the time of purchase, I TOLD the Sprint representative to add the $7/month insurance charge to my account. All good right? Wrong.

On December 13th, I was an idiot and lost my brand new replacement phone at a concert. I couldn't find it so I called later that night to report it lost/stolen. The next day I called Sprint to figure out how to pay the $50 deductible for another phone.

Thats where Asurion comes into play. I mailed the affidavit and everything to Asurion ($10 for the notary public, and $25 to overnight it to them) and awaited a response from them. It turns out I was denied my request because on Thanksgiving the Sprint employee DID NOT ADD INSURANCE TO MY ACCOUNT. So on record, it looks like I reported my phone lost on December 13th, and added insurance on the 14th. So I see WHY I was denied, but I am outraged that this has happened.

So my question is, what should I do? The insurance charge is not on my latest bill, so I have no proof that I told the employee to add it. Do I completely eat the cost or try to raise hell with Sprint? I feel like theres nothing they can do to help me.

Thank you to anyone who posts their opinion.

-Mike

---

› See More: Terrible Customer Service, What Should I Do?

well i have experienced the same thing many times. i will tell them to add a service IE unlimited messaging and it some how doesn't get added. but when i ask for something like the web of course they won't fail to charge me for that. anyways i noticed that when i call customer service and talk to a woman (this happened three times) she is NOT willing or offering anything to help. so i call back, talk to a guy, and he is completely helpful and understanding. I got a $100 credit for something just a few minutes ago.



your situation really sucks i would just buy a new phone, check craigs list, in stores prices will be outrageous. activate it. call to have services added. then CHECK your account on the sprint website to make sure they added it. I don't know what to tell you about raising hell to see if they'll budge. i don't think it'll work. but it's worth a shot. Why don't you go talk to the person you asked to add protection on thanksgiving? it's their fault anyways!

thank you very much for your reply! yeah I was considering going back into the store and seeing if the guy remembered me, but that was a month and a half ago and I can't remember his name and barely remember what he looks like. I'm heading in there today so we'll see how it works.

As for contacting Sprint about this, I feel like I'd just be wasting time. I have yet to have a good customer service experience with them, and at this point I don't feel like going through 4 different customer service agents (seems to happen every time, the person I'm speaking to can't help but oh wait they know of someone else who can).

In the end here if the Sprint employee doesn't remember me I may just wait until after Christmas time and pick up a new one at full price.

This is basically the last straw with Sprint, after this contract expires I will have nothing to do with the company ever again.

If you did an in-store contract for the new phone,
you should have a receipt with the insurance info on it.
Go back to the store, and hunt the employee down, and / or talk to a manager.
Don't let them get away with this crap.

Totally agree give them hell! Dont let them get away with that! Sprints customer service over the phone is HORRIBLE!

http://cellphoneforums.net/sprint-pc...rint-long.html

Read the 7th post.

I had something really similar happen about a year ago. Bottom line, I was ready to quit. As soon as I told the CSR that SPRINT was screwing me, he basically said there was nothing he could do, but if I wanted to quit, he would transfer me to the Retention department and they might be able to help. Sure enough, as soon as I transferred over, they handed everything I wanted and more to me on a silver platter.

They are hurting in the subscription dept now, so they will do pretty much anything to keep you.

Good luck!

You know, what happened to you really isn't fair but what can you do? It's all in the way you respond to something bad that defines you.

I have had the same issue. I contacted sprint customer service about some issues with the phone i had which was the moto razr. They refered me to the "Retention" center.*but not after they try to sell me another phone ha! They upgraded my phone to the Blackberry 8130 for $200. Then offered me a smoking hott deal. They said that my bill would remain pretty much the same ($60) but they would add the blackberry services such as free email and internet access all for and my total bill would be $64 with 450min plan. I said cool i will stick with sprint. A few days later i called and the guy i talked to said there was nothing in my account that stated that info. They transfered me again to there "retention" center. The guy i talked to there said okay we are going to cancel your account and charge you $200. I told him i wanted to talk to his supervisor. And when i talked to him he said there was no way that can get that price of $64 dollars. I was pissed..he put me on hold for 20min and came back and said he can do exactly what they told me in the beginning and get me the price of $64 dollars. i request his name and employee id..this way i have someone to refer too. But sadly i am screwed again they charged me $379 for the phone they sent me even though they told me $200. now i have to call them again to get this resolved. I can't wait to till my contract is up...i have had sprint for 7 years you would think they would treat loyal customers better..the best part of this whole thing is they renewed my contract without telling me. I just found out 10 mins ago by looking at my account. This is going to be an interesting coversation. will keep you all posted

I have not had Sprint for a long time, but that is one of the reasons that I quit! I recently moved to a new natoinwide servcice that has No Contracts, No Credit Checks and No Deposits and best of all - GREAT Customer Service! You get all the benefits of a Contract service, but without the contract. ANY CDMA phone will work on the network. Plans start under $40. Check them out...

dotcomwireless.com/nocreditcheck

Good luck...

Bill

I am a sprint dealer and can try to help you with your problem. In my experience i would call and tell them you want to cancel and then talk to a retention rep and explain the problem, tell them how much you have put into this mess and I can pretty much guarantee that they will take care of the situation. If not then let me know and I can try to call for you.

woot woot... sprint should be rated #1 for customer service.... (sarcasm).
I once considered getting in a contract with them, but after reading so many complaints and a report on the newspaper about them getting rid of customers that call too much, I said hell no. Every day i come in this forum i see why they are a bad company. I have nothing to offer, but i thought i'd share my view about sprint.

Good luck

file a written complaint