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  1. #1
    I get a text message today, informing me my phone is being shut off.

    Funny, since I just paid the bill, before it was due.

    I call sprint up to find out what is going on. This guy tells me I
    went over on my minutes, which was wrong. Then he says I went over on
    wireless web messages, then he says I used TOO MUCH wireless web. I
    got his login ID, and called back again. He wasn't helping.

    I call 10 minutes later and talk to a lady, who informs me that I have
    $150 in wireless web overages, all in a 10 day period. I explained to
    her that I pay the $5/month for the wireless web. She, in a rather
    snotty tone, tells me I need to subscribe to vision. I counter that I
    don't have a vision phone, I have a 2g a460. I also tell her I've never
    had this problem before, in all of 18 months. Besides, I have a 3500
    minute plan, and never use more that 2500 on 2 phones. I never hook up
    to a laptop, etc.

    2g=wireless web=my phone
    3g=vision=vision phone

    She still tells me I need vision premium pack, and I am wrong.

    She then counters that wireless web DOES NOT come out of your minutes,
    but a "different pool of minutes". I politely explained to her that
    she was incorrect, and where was this "different pool of minutes". She
    couldn't explain, in a tone that seemed to suggest that I'm real
    ignorant, and wasting her time.

    Then she explains that "The 5/month is just for the PRIVELEGE of
    accessing the wireless web, then it's $.01/Kbyte anytime you use it."

    She's not budging, but neither am I. I haven't lost my cool either.

    I explained that there is no possible way I can be responsible for
    these charges. She says I am. So, I get her login ID and ask for her
    supervisor.

    "He's going to tell you the exact same thing, but I'll transfer you
    anyway."

    So, I talk to the supervisor, he puts me on hold for a couple minutes.
    Comes back, apologizes for the hassle, and admits the problem is on
    their end. Takes the $150.10 charge off my account, and I'm back on.
    "I'm very sorry, and you have a nice day."

    This is the first time I've had any real problem with CS. But it got
    taken care of.

    matt




    See More: SPCS wireless web screw up.




  2. #2
    Bob Smith
    Guest

    Re: SPCS wireless web screw up.


    <[email protected]> wrote in message
    news:[email protected]
    > I get a text message today, informing me my phone is being shut off.
    >
    > Funny, since I just paid the bill, before it was due.

    <snipped>

    Matt, good to hear that you got it resolved through the manager, and bad to
    hear that those two other reps were clueless ...

    Bob





  3. #3
    John Richards
    Guest

    Re: SPCS wireless web screw up.

    <[email protected]> wrote in message news:[email protected]
    >
    > So, I talk to the supervisor, he puts me on hold for a couple minutes.
    > Comes back, apologizes for the hassle, and admits the problem is on
    > their end. Takes the $150.10 charge off my account, and I'm back on.
    > "I'm very sorry, and you have a nice day."
    >
    > This is the first time I've had any real problem with CS. But it got
    > taken care of.


    It is truly a disgrace to Sprint that their customer service reps are so
    poorly trained. That rep obviously had no clue as to what Wireless Web
    service was.
    Secondly, it is a disgrace that their billing systems are so fouled up
    that this error could have happened in the first place.

    --
    John Richards



  4. #4

    Re: SPCS wireless web screw up.

    I've had billing problems in the past, but I've never had to go to 3
    people to get it fixed. CS has usually been good for me.

    the 1st guy was too clueless.

    the 2nd girl was also clueless, and condescending.

    the supervisor got it right, in about 2 minutes.

    Yep, I wasted about 45 minutes on the phone, but I was at work, so the
    time really wasn't "lost".

    Overall, I've been pretty satisfied with sprint.




  5. #5
    John Richards
    Guest

    Re: SPCS wireless web screw up.

    <[email protected]> wrote in message news:[email protected]
    > Yep, I wasted about 45 minutes on the phone, but I was at work, so the
    > time really wasn't "lost".


    The time was a loss for your employer since you probably accomplished no
    productive work during that call.

    --
    John Richards



  6. #6
    ll
    Guest

    Re: SPCS wireless web screw up.

    John Richards wrote:
    > it is a disgrace that their billing systems are so fouled up
    > that this error could have happened in the first place.


    Speaking of billing mistakes -- for the last two months I've had
    the _same_ billing error.

    No billing errors for the first ten months.
    Two months ago: "extra minutes" (over plan): 80 cents
    Last month: "extra minutes" (over plan): 40 cents

    In both months we used approximately two-thirds of our
    2,000 anytime minutes. In other words, there were _hundreds_
    of anytime minutes left.

    In each case I called in to get it corrected. C.S. checked
    the plan, checked the minutes, and, of course, couldn't see any
    reason that we were charged for "extra minutes" and removed it.

    The amount isn't the issue. The major issue is that it happened
    at all. Think about all the people who don't look at the details
    of their bill. Then "the error" becomes pure profit.



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