SPCS wireless web screw up.

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

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› See More: 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

<[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

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.

<[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

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.