you couldn't pay me to stick with Sprint

I recently read customer satisfaction polls from various unbiased and
accurate sources such as Consumer Reports and those studies confirm my
personal experience:

To give the short version of the story, I had to make multiple calls to
Sprint POS CS because they repeated screwed up a plan change. Every time
I called they told me something different that contradicted what the
last person told me. Their CS reps all sound unhappy, untrained, and as
thought they're making minimum wage somewhere. They often sound as
though they're just reading a script and completely unresponsive to you
the "customer" that's supposed to be getting some notion of "service."
I had fees mistakenly put on my account that took 2 months to have
corrected. I had my bill quadruple due to billing screw ups and mistakes
on their part, only about half of which were ever corrected by them, and
which I had to stay a Sprint customer for another 2 months to get
resolved.

Oh, and did I mention that Sprint POS coverage blows in the SF Bay area
and that my wife's ancient Nokia 8260 get's FAR superior coverage?
Lastly Sprint drops about half my calls over 5 minutes.

All that personal experience with Sprint POS is verified by independant
studies which rank them at the bottom level for quality for customer
support and call service in many critical areas such as billing errors
and dropped calls.

If you use your phone for critical business or are under a contract with
Sprint POS, you are far more likely to get screwed by Sprint than any
other major carrier.

www.consumerreports.com not sure if it's available for viewing without a
membership

Here's the deal, when I first became a Sprint customer several years ago
I thought they were ok, especially because I had not established any
credit and they had the easiest sign up. However, their customer service
has become atrocious.

Anyone wanting to know why studies show that Sprint POS is near the
bottom in customer rating AND why 20% of the business they lose is due
to billing errors should read the following.

It took me 6 calls to customer support averaging 20-30 mins per call
just to have a plan change done correctly.

1st: I called Sprint to have my plan upgraded as I was expecting to be
using it heavily shortly thereafter. I explained to the rep that I was a
longtime Sprint customer, that I was looking at other plans and phone
deals but that I wanted to consider staying with Sprint to keep my phone
number. This rep offered me no deals. Actually this rep told me several
things about billing options, fees, etc, only to correct himself a
moment later. Basically, the rep seemed pretty lost. The rep also told
me that I couldn't get a deal offered on their web site without signing
a new contract as I was on monthly, my old contract expiring long ago.

Well I decided I didn't want to be suckered into another contract so I
said ok switch me over to a new plan with more minutes but I'll stay on
month to month, which meant I wouldn't get the special deal. That was
fine because I intended to continue shopping around.

Later I checked online and my plan didn't seem to be upgraded. I called
to check and as usual had to explain everything to a CS rep who didn't
seem to give a damn. It turned out the plan hadn't been upgraded and in
the meanwhile a new billing period had begun! So I was kind of POed at
that point and said well switch me over now then, I need the plan
upgraded otherwise I'll go way over my limit. So the 2nd rep said sure
no problem they'll switch me over immediately and I'll have more minutes
available. btw, there will be a $36 fee if I don't want a contract and I
CAN get the special offer. Huh????!!!!

So I was POed but it was too late to go switching phone number when I
needed that number for heavy business that month so I agreed to the
switch and the $36 fee even though I thought "this is BS and I'm getting
away from Sprint POS ASAP"

I had to call back a third time when my plan still wasn't switched! The
3rd rep told me that the switch would only go into effect at the end of
the billing period, something the 1st or 2nd reps had NOT said. Also the
3rd rep said the $36 fee was a mistake and that was for NEW customers
only! So at this point I'm pretty amazed with Sprint "customer service"
and I say "that plan should have been switched already, switch it NOW
and do it retroactively" The CS rep says sure they'll take care of it,
sorry for the F-up.

4th call is when I get a message they're switching off my phone until
the bill is payed because minutes have gone way over the limit. As it
turns out of course since the plan wasn't switched on time the minutes
are way over the original plan's cap and racking up a huge bill! So I
have to call back again at which time they tell me "sorry you'll have to
pay that bill now, we can't do anything about it till the end of the
cycle, and we'll credit it then" which is of course totally F'ed up and
also means they'll credit the $$$ to a **future bill** meaning you're
stuck with Sprint POS for more time. Nice eh? But like i said this
totally pisses me off but I'm over a barrel because it's too late to
switch to another carrier without being a major inconvenience to
business I'm already doing that month. So I pay a bill of almost $200
under the promise they'll clear up the F-Up later.

Of course as you've already guessed the bill comes later and is still
totally F-ed up. There are fees still on the bill such as the $36 fee,
massive minutes overage because they didn't change the plan correctly
the first time. Also the way that they change the plan is to pro-rate
the minutes on a per day basis. I other words if you drop Sprint and
move to another carrier you'll get all the minutes in your new plan
starting from that day, and you can use them as you desire, front
loading if necessary. However, if you stay with Sprint you'll get those
minutes **pro-rated** meaning you can get screwed. This is something
they won't explain to you either.

It still took 2 more calls to get the fees removed, and again they told
me I'd have to pay it first, and have it removed later. I still got
screwed for $150 in overage minutes because of their screw ups on the
plan change, which they've acknowledged but basically said they
can't/won't do anything about. Un-f'ing-believable.

To top it all off, Sprint had taken to calling me to inform me of
various things such as having a high bill amount when I've already
spoken to a CS rep who has had to apologize for their F-Up, which is the
reason for the high bill. Just now some minion from the 666 level of CS
HELL calls me up to "thank" me for payment and to start asking me lots
of questions about my home phone number and such!

What I particularly like about Sprint POS CS is the way every time they
call me it's some poor uneducated and unhappy sounding person with a
southern accent and is probably making just barley above minimum wage.
This people consistently sound unhappy, rude, and like they don't give a
****. And at the wages I'll bet they're paid and the training I'll bet
they apparently don't get, who can blame they for being unhappy and
rude. I blame Sprint as a company for that.

Their CS will call you on your cell phone:

1) without immediately announcing who they are or where they're calling
from. You have to ask them to identify themselves.

2) will without announcing their identity or even that they're from
Sprint will start "following the script" which is to ask you your
identity, whether you're driving, etc. I appreciate the courtesy of
asking if I'm driving, but generally when strangers call me on my phone
from an unknown number, I appreciate when they identify themselves first
before asking me questions! I mean WTF?

So the short version of all that is: stay away from Sprint POS! Take my
word for it or that of Consumer Reports and others.

I'm sure Sprint POS has some happy customers (and probably flame me for
this) but the available info seems to indicate that you have a greater
chance of getting *F*CKED* by Sprint than by other carriers.






--
TDMA/CDMA/GSM ... WGSM/GSM2000, pick ONE and someday we'll actually have
a standardized standard.

[posted via phonescoop.com]

---

› See More: you couldn't pay me to stick with Sprint

"Sam Iam" <[email protected]> wrote in message
news:[email protected]...
> I recently read customer satisfaction polls from various unbiased
and
> accurate sources such as Consumer Reports and those studies confirm
my
> personal experience:
>
> To give the short version of the story, I had to make multiple calls
to
> Sprint POS CS because they repeated screwed up a plan change. Every
time
> I called they told me something different that contradicted what the
> last person told me. Their CS reps all sound unhappy, untrained, and
as
> thought they're making minimum wage somewhere. They often sound as
> though they're just reading a script and completely unresponsive to
you
> the "customer" that's supposed to be getting some notion of
"service."
> I had fees mistakenly put on my account that took 2 months to have
> corrected. I had my bill quadruple due to billing screw ups and
mistakes
> on their part, only about half of which were ever corrected by them,
and
> which I had to stay a Sprint customer for another 2 months to get
> resolved.
>
> Oh, and did I mention that Sprint POS coverage blows in the SF Bay
area
> and that my wife's ancient Nokia 8260 get's FAR superior coverage?
> Lastly Sprint drops about half my calls over 5 minutes.
>
> All that personal experience with Sprint POS is verified by
independant
> studies which rank them at the bottom level for quality for customer
> support and call service in many critical areas such as billing
errors
> and dropped calls.
>
> If you use your phone for critical business or are under a contract
with
> Sprint POS, you are far more likely to get screwed by Sprint than
any
> other major carrier.
>
> www.consumerreports.com not sure if it's available for viewing
without a
> membership
>
> Here's the deal, when I first became a Sprint customer several years
ago
> I thought they were ok, especially because I had not established any
> credit and they had the easiest sign up. However, their customer
service
> has become atrocious.
>
> Anyone wanting to know why studies show that Sprint POS is near the
> bottom in customer rating AND why 20% of the business they lose is
due
> to billing errors should read the following.
>
> It took me 6 calls to customer support averaging 20-30 mins per call
> just to have a plan change done correctly.

What was your original plan?

>
> 1st: I called Sprint to have my plan upgraded as I was expecting to
be
> using it heavily shortly thereafter. I explained to the rep that I
was a
> longtime Sprint customer, that I was looking at other plans and
phone
> deals but that I wanted to consider staying with Sprint to keep my
phone
> number. This rep offered me no deals. Actually this rep told me
several
> things about billing options, fees, etc, only to correct himself a
> moment later. Basically, the rep seemed pretty lost. The rep also
told
> me that I couldn't get a deal offered on their web site without
signing
> a new contract as I was on monthly, my old contract expiring long
ago.
>
> Well I decided I didn't want to be suckered into another contract so
I
> said ok switch me over to a new plan with more minutes but I'll stay
on
> month to month, which meant I wouldn't get the special deal. That
was
> fine because I intended to continue shopping around.

What special deal was this suppose to be?
>
> Later I checked online and my plan didn't seem to be upgraded. I
called
> to check and as usual had to explain everything to a CS rep who
didn't
> seem to give a damn. It turned out the plan hadn't been upgraded and
in
> the meanwhile a new billing period had begun! So I was kind of POed
at
> that point and said well switch me over now then, I need the plan
> upgraded otherwise I'll go way over my limit. So the 2nd rep said
sure
> no problem they'll switch me over immediately and I'll have more
minutes
> available. btw, there will be a $36 fee if I don't want a contract
and I
> CAN get the special offer. Huh????!!!!

The $36 dollar fee is for activating a new phone. Were you trying to
activate a new phone?
>
> So I was POed but it was too late to go switching phone number when
I
> needed that number for heavy business that month so I agreed to the
> switch and the $36 fee even though I thought "this is BS and I'm
getting
> away from Sprint POS ASAP"

Switching phone numbers? What switching phone numbers?
>
> I had to call back a third time when my plan still wasn't switched!
The
> 3rd rep told me that the switch would only go into effect at the end
of
> the billing period, something the 1st or 2nd reps had NOT said. Also
the
> 3rd rep said the $36 fee was a mistake and that was for NEW
customers
> only! So at this point I'm pretty amazed with Sprint "customer
service"
> and I say "that plan should have been switched already, switch it
NOW
> and do it retroactively" The CS rep says sure they'll take care of
it,
> sorry for the F-up.

The usual practice is to change plans on the billing cycle, to avoid
pro-rating the old and new plans. The reason for this is that when
pro-rating, it usually ends up costing the customer more money.
>
> 4th call is when I get a message they're switching off my phone
until
> the bill is payed because minutes have gone way over the limit. As
it
> turns out of course since the plan wasn't switched on time the
minutes
> are way over the original plan's cap and racking up a huge bill! So
I
> have to call back again at which time they tell me "sorry you'll
have to
> pay that bill now, we can't do anything about it till the end of the
> cycle, and we'll credit it then" which is of course totally F'ed up
and
> also means they'll credit the $$$ to a **future bill** meaning
you're
> stuck with Sprint POS for more time. Nice eh? But like i said this
> totally pisses me off but I'm over a barrel because it's too late to
> switch to another carrier without being a major inconvenience to
> business I'm already doing that month. So I pay a bill of almost
$200
> under the promise they'll clear up the F-Up later.

Sounds like you owed a chunch of change on the overage minutes used on
the old plan.
>
> Of course as you've already guessed the bill comes later and is
still
> totally F-ed up. There are fees still on the bill such as the $36
fee,
> massive minutes overage because they didn't change the plan
correctly
> the first time. Also the way that they change the plan is to
pro-rate
> the minutes on a per day basis. I other words if you drop Sprint and
> move to another carrier you'll get all the minutes in your new plan
> starting from that day, and you can use them as you desire, front
> loading if necessary. However, if you stay with Sprint you'll get
those
> minutes **pro-rated** meaning you can get screwed. This is something
> they won't explain to you either.

It sounds like you didn't ask either ...
>
> It still took 2 more calls to get the fees removed, and again they
told
> me I'd have to pay it first, and have it removed later. I still got
> screwed for $150 in overage minutes because of their screw ups on
the
> plan change, which they've acknowledged but basically said they
> can't/won't do anything about. Un-f'ing-believable.
>

No, it doesn't sound like you got screwed ... You used a lot more
minutes than you had on your plan.
> To top it all off, Sprint had taken to calling me to inform me of
> various things such as having a high bill amount when I've already
> spoken to a CS rep who has had to apologize for their F-Up, which is
the
> reason for the high bill. Just now some minion from the 666 level of
CS
> HELL calls me up to "thank" me for payment and to start asking me
lots
> of questions about my home phone number and such!
>
> What I particularly like about Sprint POS CS is the way every time
they
> call me it's some poor uneducated and unhappy sounding person with a
> southern accent and is probably making just barley above minimum
wage.
> This people consistently sound unhappy, rude, and like they don't
give a
> ****. And at the wages I'll bet they're paid and the training I'll
bet
> they apparently don't get, who can blame they for being unhappy and
> rude. I blame Sprint as a company for that.
>
The person who called you is more than likely in a different
department who was following up with a CS's note to that dept.

> Their CS will call you on your cell phone:
>
> 1) without immediately announcing who they are or where they're
calling
> from. You have to ask them to identify themselves.
>
> 2) will without announcing their identity or even that they're from
> Sprint will start "following the script" which is to ask you your
> identity, whether you're driving, etc. I appreciate the courtesy of
> asking if I'm driving, but generally when strangers call me on my
phone
> from an unknown number, I appreciate when they identify themselves
first
> before asking me questions! I mean WTF?
>
You didn't ask who was calling and the reason for the call?

> So the short version of all that is: stay away from Sprint POS! Take
my
> word for it or that of Consumer Reports and others.
>
> I'm sure Sprint POS has some happy customers (and probably flame me
for
> this) but the available info seems to indicate that you have a
greater
> chance of getting *F*CKED* by Sprint than by other carriers.
>
> TDMA/CDMA/GSM ... WGSM/GSM2000, pick ONE and someday we'll actually
have
> a standardized standard.

Have you posted under a different ID in the past? I only ask as I've
seen that sig file sometime previously, posted by someone with a
different user name.

Bob

[email protected] (Sam Iam) wrote in article
<[email protected]>:
> I recently read customer satisfaction polls from various unbiased and
> accurate sources such as Consumer Reports and those studies confirm my
> personal experience:
>
> To give the short version of the story, I had to make multiple calls to
> Sprint POS CS because they repeated screwed up a plan change. Every time
> I called they told me something different that contradicted what the
> last person told me. Their CS reps all sound unhappy, untrained, and as
> thought they're making minimum wage somewhere. They often sound as
> though they're just reading a script and completely unresponsive to you
> the "customer" that's supposed to be getting some notion of "service."
> I had fees mistakenly put on my account that took 2 months to have
> corrected. I had my bill quadruple due to billing screw ups and mistakes
> on their part, only about half of which were ever corrected by them, and
> which I had to stay a Sprint customer for another 2 months to get
> resolved.
>
> Oh, and did I mention that Sprint POS coverage blows in the SF Bay area
> and that my wife's ancient Nokia 8260 get's FAR superior coverage?
> Lastly Sprint drops about half my calls over 5 minutes.
>
> All that personal experience with Sprint POS is verified by independant
> studies which rank them at the bottom level for quality for customer
> support and call service in many critical areas such as billing errors
> and dropped calls.
>
> If you use your phone for critical business or are under a contract with
> Sprint POS, you are far more likely to get screwed by Sprint than any
> other major carrier.
>
> www.consumerreports.com not sure if it's available for viewing without a
> membership
>
> Here's the deal, when I first became a Sprint customer several years ago
> I thought they were ok, especially because I had not established any
> credit and they had the easiest sign up. However, their customer service
> has become atrocious.
>
> Anyone wanting to know why studies show that Sprint POS is near the
> bottom in customer rating AND why 20% of the business they lose is due
> to billing errors should read the following.
>
> It took me 6 calls to customer support averaging 20-30 mins per call
> just to have a plan change done correctly.
>
> 1st: I called Sprint to have my plan upgraded as I was expecting to be
> using it heavily shortly thereafter. I explained to the rep that I was a
> longtime Sprint customer, that I was looking at other plans and phone
> deals but that I wanted to consider staying with Sprint to keep my phone
> number. This rep offered me no deals. Actually this rep told me several
> things about billing options, fees, etc, only to correct himself a
> moment later. Basically, the rep seemed pretty lost. The rep also told
> me that I couldn't get a deal offered on their web site without signing
> a new contract as I was on monthly, my old contract expiring long ago.
>
> Well I decided I didn't want to be suckered into another contract so I
> said ok switch me over to a new plan with more minutes but I'll stay on
> month to month, which meant I wouldn't get the special deal. That was
> fine because I intended to continue shopping around.
>
> Later I checked online and my plan didn't seem to be upgraded. I called
> to check and as usual had to explain everything to a CS rep who didn't
> seem to give a damn. It turned out the plan hadn't been upgraded and in
> the meanwhile a new billing period had begun! So I was kind of POed at
> that point and said well switch me over now then, I need the plan
> upgraded otherwise I'll go way over my limit. So the 2nd rep said sure
> no problem they'll switch me over immediately and I'll have more minutes
> available. btw, there will be a $36 fee if I don't want a contract and I
> CAN get the special offer. Huh????!!!!
>
> So I was POed but it was too late to go switching phone number when I
> needed that number for heavy business that month so I agreed to the
> switch and the $36 fee even though I thought "this is BS and I'm getting
> away from Sprint POS ASAP"
>
> I had to call back a third time when my plan still wasn't switched! The
> 3rd rep told me that the switch would only go into effect at the end of
> the billing period, something the 1st or 2nd reps had NOT said. Also the
> 3rd rep said the $36 fee was a mistake and that was for NEW customers
> only! So at this point I'm pretty amazed with Sprint "customer service"
> and I say "that plan should have been switched already, switch it NOW
> and do it retroactively" The CS rep says sure they'll take care of it,
> sorry for the F-up.
>
> 4th call is when I get a message they're switching off my phone until
> the bill is payed because minutes have gone way over the limit. As it
> turns out of course since the plan wasn't switched on time the minutes
> are way over the original plan's cap and racking up a huge bill! So I
> have to call back again at which time they tell me "sorry you'll have to
> pay that bill now, we can't do anything about it till the end of the
> cycle, and we'll credit it then" which is of course totally F'ed up and
> also means they'll credit the $$$ to a **future bill** meaning you're
> stuck with Sprint POS for more time. Nice eh? But like i said this
> totally pisses me off but I'm over a barrel because it's too late to
> switch to another carrier without being a major inconvenience to
> business I'm already doing that month. So I pay a bill of almost $200
> under the promise they'll clear up the F-Up later.
>
> Of course as you've already guessed the bill comes later and is still
> totally F-ed up. There are fees still on the bill such as the $36 fee,
> massive minutes overage because they didn't change the plan correctly
> the first time. Also the way that they change the plan is to pro-rate
> the minutes on a per day basis. I other words if you drop Sprint and
> move to another carrier you'll get all the minutes in your new plan
> starting from that day, and you can use them as you desire, front
> loading if necessary. However, if you stay with Sprint you'll get those
> minutes **pro-rated** meaning you can get screwed. This is something
> they won't explain to you either.
>
> It still took 2 more calls to get the fees removed, and again they told
> me I'd have to pay it first, and have it removed later. I still got
> screwed for $150 in overage minutes because of their screw ups on the
> plan change, which they've acknowledged but basically said they
> can't/won't do anything about. Un-f'ing-believable.
>
> To top it all off, Sprint had taken to calling me to inform me of
> various things such as having a high bill amount when I've already
> spoken to a CS rep who has had to apologize for their F-Up, which is the
> reason for the high bill. Just now some minion from the 666 level of CS
> HELL calls me up to "thank" me for payment and to start asking me lots
> of questions about my home phone number and such!
>
> What I particularly like about Sprint POS CS is the way every time they
> call me it's some poor uneducated and unhappy sounding person with a
> southern accent and is probably making just barley above minimum wage.
> This people consistently sound unhappy, rude, and like they don't give a
> ****. And at the wages I'll bet they're paid and the training I'll bet
> they apparently don't get, who can blame they for being unhappy and
> rude. I blame Sprint as a company for that.
>
> Their CS will call you on your cell phone:
>
> 1) without immediately announcing who they are or where they're calling
> from. You have to ask them to identify themselves.
>
> 2) will without announcing their identity or even that they're from
> Sprint will start "following the script" which is to ask you your
> identity, whether you're driving, etc. I appreciate the courtesy of
> asking if I'm driving, but generally when strangers call me on my phone
> from an unknown number, I appreciate when they identify themselves first
> before asking me questions! I mean WTF?
>
> So the short version of all that is: stay away from Sprint POS! Take my
> word for it or that of Consumer Reports and others.
>
> I'm sure Sprint POS has some happy customers (and probably flame me for
> this) but the available info seems to indicate that you have a greater
> chance of getting *F*CKED* by Sprint than by other carriers.
>
>
>
>
>
>
> --
> TDMA/CDMA/GSM ... WGSM/GSM2000, pick ONE and someday we'll actually have
> a standardized standard.
>
> [posted via phonescoop.com]

Heck That sucks dude, im sorry.. being a former employee myself, I know
the problems.. Trust me, you are so close it hurts.. they are
underpaid.. Heck I am still working a customer service type job, doing
LESS that what I did at sprint, and started off here making 2 and a half
dollars MORE that what I did making at sprint., and I have been here now
for just 3 months, and got another 2k a yr. Most my coworkers at sprint,
were unhappy with their job.. Sprint does not make it a fun place to
work... Fun cost money, and Sprint doesnt like spending money.

[posted via phonescoop.com]

Sam Iam wrote:
> *
> Oh, and did I mention that Sprint POS coverage blows in the SF Bay
> area and that my wife's ancient Nokia 8260 get's FAR superior
> coverage?
> Lastly Sprint drops about half my calls over 5 minutes.
> *
What kind of phone do you have? Whenever I go to the SF Bay area, I
have a perfect signal. I Used to have a Samsung 8500 phone, and with
that piece of $h*t I would get some many dropped calls. My GF would get
so pissed at me. I was getting mad at print, and then my friend came
over with his Samsung 3500, and talked on the phone for hours in my
basement, and it Amased me! So I got a new phone, and I was drop call
free!!!! Now I have a Sanyo 8100, and I never get dropped calls. I
Love it!
> *
> Here's the deal, when I first became a Sprint customer several years
> ago I thought they were ok, especially because I had not established
> any credit and they had the easiest sign up. However, their customer
> service has become atrocious.
>
> ....
>
> It took me 6 calls to customer support averaging 20-30 mins per call
> just to have a plan change done correctly.
>
> 1st: I called Sprint to have my plan upgraded as I was expecting to
> be using it heavily shortly thereafter. I explained to the rep that I
> was a longtime Sprint customer, that I was looking at other plans and
> phone deals but that I wanted to consider staying with Sprint to keep
> my phone number. This rep offered me no deals. Actually this rep told
> me several things about billing options, fees, etc, only to correct
> himself a moment later. Basically, the rep seemed pretty lost. The
> rep also told me that I couldn't get a deal offered on their web site
> without signing a new contract as I was on monthly, my old contract
> expiring long ago.
>
> Well I decided I didn't want to be suckered into another contract so
> I said ok switch me over to a new plan with more minutes but I'll
> stay on month to month, which meant I wouldn't get the special deal.
> That was fine because I intended to continue shopping around.
>
> Later I checked online and my plan didn't seem to be upgraded. I
> called to check and as usual had to explain everything to a CS rep
> who didn't seem to give a damn. It turned out the plan hadn't been
> upgraded and in the meanwhile a new billing period had begun! So I
> was kind of POed at that point and said well switch me over now then,
> I need the plan upgraded otherwise I'll go way over my limit. So the
> 2nd rep said sure no problem they'll switch me over immediately and
> I'll have more minutes available. btw, there will be a $36 fee if I
> don't want a contract and I CAN get the special offer. Huh????!!!!
>
> So I was POed but it was too late to go switching phone number when I
> needed that number for heavy business that month so I agreed to the
> switch and the $36 fee even though I thought "this is BS and I'm
> getting away from Sprint POS ASAP"
>
> I had to call back a third time when my plan still wasn't switched!
> The 3rd rep told me that the switch would only go into effect at the
> end of the billing period, something the 1st or 2nd reps had NOT
> said. Also the 3rd rep said the $36 fee was a mistake and that was
> for NEW customers only! So at this point I'm pretty amazed with
> Sprint "customer service" and I say "that plan should have been
> switched already, switch it NOW and do it retroactively" The CS rep
> says sure they'll take care of it, sorry for the F-up.
>
> 4th call is when I get a message they're switching off my phone until
> the bill is payed because minutes have gone way over the limit. As it
> turns out of course since the plan wasn't switched on time the
> minutes are way over the original plan's cap and racking up a huge
> bill! So I have to call back again at which time they tell me "sorry
> you'll have to pay that bill now, we can't do anything about it till
> the end of the cycle, and we'll credit it then" which is of course
> totally F'ed up and also means they'll credit the $$$ to a **future
> bill** meaning you're stuck with Sprint POS for more time. Nice eh?
> But like i said this totally pisses me off but I'm over a barrel
> because it's too late to switch to another carrier without being a
> major inconvenience to business I'm already doing that month. So I
> pay a bill of almost $200 under the promise they'll clear up the F-Up
> later.
>
> Of course as you've already guessed the bill comes later and is still
> totally F-ed up. There are fees still on the bill such as the $36
> fee, massive minutes overage because they didn't change the plan
> correctly the first time. Also the way that they change the plan is
> to pro-rate the minutes on a per day basis. I other words if you drop
> Sprint and move to another carrier you'll get all the minutes in your
> new plan starting from that day, and you can use them as you desire,
> front loading if necessary. However, if you stay with Sprint you'll
> get those minutes **pro-rated** meaning you can get screwed. This is
> something they won't explain to you either.
>
> It still took 2 more calls to get the fees removed, and again they
> told me I'd have to pay it first, and have it removed later. I still
> got
> screwed for $150 in overage minutes because of their screw ups on the
> plan change, which they've acknowledged but basically said they
> can't/won't do anything about. Un-f'ing-believable.
>
> To top it all off, Sprint had taken to calling me to inform me of
> various things such as having a high bill amount when I've already
> spoken to a CS rep who has had to apologize for their F-Up, which is
> the reason for the high bill. Just now some minion from the 666 level
> of CS HELL calls me up to "thank" me for payment and to start asking
> me lots of questions about my home phone number and such!
>
> What I particularly like about Sprint POS CS is the way every time
> they call me it's some poor uneducated and unhappy sounding person
> with a southern accent and is probably making just barley above
> minimum wage.
> This people consistently sound unhappy, rude, and like they don't
> give a Sh*t. And at the wages I'll bet they're paid and the training
> I'll bet they apparently don't get, who can blame they for being
> unhappy and rude. I blame Sprint as a company for that.
>
> Their CS will call you on your cell phone:
>
> 1) without immediately announcing who they are or where they're
> calling from. You have to ask them to identify themselves.
>
> 2) will without announcing their identity or even that they're from
> Sprint will start "following the script" which is to ask you your
> identity, whether you're driving, etc. I appreciate the courtesy of
> asking if I'm driving, but generally when strangers call me on my
> phone from an unknown number, I appreciate when they identify
> themselves first before asking me questions! I mean WTF?
>
> So the short version of all that is: stay away from Sprint POS!Take
> my word for it or that of Consumer Reports and others.
>
> I'm sure Sprint POS has some happy customers (and probably flame me
> for this) but the available info seems to indicate that you have a
> greater chance of getting *F*CKED* by Sprint than by other carriers.
> *
Wow, I never heard such a sob story. They can Pro-rate the bill when
switching plans, but you need to talk to a supervior. You could also
Call the Cancelation department and see what they can do. Tell them
your sob story and how because of this you are serisously thinking of
switching to Verizon the second number portability goes into effect.
The'll probbably give you a killer plan, plus $$ for a new phone to
replace your POS phone that is dropping all the calls. Whenever I do a
plan change I always ask key question, like when does it go in effect
and stuff.

--
Posted at SprintUsers.com - Your place for everything Sprint PCS
Free wireless access @ www.SprintUsers.com/wap

Bob-

1st of all, learn how to quote. You're post was unreadable and a mess.

2nd - from what you wrote buried in your mess of a quote it sounds like
you're a Sprint employee. Which IME means you're very likly an
incompetent person who is highly defensive of Sprint. But don't take my
word for it, look up the many studies done by impartial groups such as
Consumer Reports.

3rd - if you actually read my post before having a knee jerk defensive
response to it, you'd see they were supposed to have switched my plan in
the first place, BEFORE a new billing cycle started. If they had done
that correctly there wouldn't have been overage fees as it would have
been changed before a new billing cycle started.

The plan I was originally offered was 8pm NW, no activation fee, no
contract, same old phone, which I signed up for.

Then they told me after a new billing cycle started that that plan
change hadn't gone into effect and that the 1st rep was mistaken to
offer it to me.

Basically at different times I had several customer reps tell me I could
or couldn't get 8pm, would or wouldn't have to pay $36, would get a new
plan now, or later, would have billing errors corrected, not show up at
all, were fixed, then refixed, not errors in the first place, and then
finally fixed, but only partially.

If you are a Sprint employee, I say a big "F-YOU!" because the company
you work for is incompetent and every customer study shows that. So you
can argue with me all day long, I really don't give a crap. Sprint will
never get another cent from me, (that includes LD @ home) after this
month. Furthermore, everything I say is consistent with independent
studies by several major publications including Consumer Reports and
several major news outlets.

So you and other Sprint POS delusionals can tell it to Consumer Reports.



[posted via phonescoop.com]

"Bob Smith" <[email protected]> wrote in message
news:[email protected]...
>
> Have you posted under a different ID in the past? I only ask as I've
> seen that sig file sometime previously, posted by someone with a
> different user name.
>
> Bob
>
>

I thought the same thing, but he posts as SamIam in gsm, verizon and attws
groups. Also, there was a rash of postings by this guy on September 9th.
Perhaps there was another common event that day or the previous day that
might have ignited the ID change. I don't think it is our mutable friend,
if that is what you are wondering.

Tom Veldhouse

Sorry to hear Sprint CS jobs suck. I worked CS (even did Telemarketing
briefly) when I was a teenager so I feel you there. It really is a
shame how badly some companies treat their employees.

I can always tell when a CS department is cheap because you'll get
repeated call from people who are poorly trained and sound unhappy.
Often they have accents that just don't sound like they're making good
pay if you know what I mean.

I don't blame the people for that. I think any person given decent pay
and training can do a good job and that companies I give my business
have a responsibility to deliver that. If a company is so inneficient
that they can't give good CS and have decent rates than I want that in
the advertising procedure: "we're cheap but our CS sucks" for example.

Sprint POS's problem is they're not cheap and their CS sucks. So that's
why everyone rates them low and why they'll be hemorrhaging business
(starting with me and many others) unless they seriously clean up their
act. That includes the ridiculous fees they're charging which should be
a breach of contract. I'll bet they get some major legal heat for that
if they don't cut it out.

Anyway, if someone wants to do business with the Enron of wireless, then
by all means choose Sprint.


[posted via phonescoop.com]

I considered trying to "play hardball" with Sprint POS to get a better
plan or whatever. The idea being "well they screwed me, so now if I talk
to the right person they'll do me right".....

Only problem is, why on earth would I want to stick with a company that
is so F'ed up?

Now, I'm sure some people will try and convince me (especially Sprint
employees) that oh this was some big fluke, it'll never happen agian,
they'll take care of you now.....


Except, the problem with that is SEVERAL major publications including
Consumer Reports all say Sprint sucks and has the loest ratings of a
major carrier in many departments and overall. So it's not just me.

Lastly, I'm sure some not too bright person will point out thay've had a
wonderful experience with Sprint therefore I must be wrong.... Well
thet's obviously kind of stupid. One experience, mine or theors is not
representative of every experience.

HOWEVER, *statistically* impartial studies and my own experience
highlight that one is *more likely statistically* to have a CRAP
experience with Sprint POS.


Now why would I want to stay with the company most likly to F-Up
whatever they promise me?

One interesting point was that the Consumer Reports made *special
mention* that %20 of Sprint POS customers who leave them do so due to
*billing errors* which is unusual.

After dealing with Sprint Billing I see why. Incompetant McDonalds
caliber CS reps and billing policies that just screw customers. For
example, the idea that even if they admit they overbilled you, you still
have to pay that and then have it refunded next billing cycle. Why does
the customer have to make this intrest free loan to Sprint? Becasue
they're system can't do it otherwise. Why is that? Aren't they
responsble for their system?

Just a F-'ed up company with bad management IMO, and that of major
studies.

[posted via phonescoop.com]

Jusat for the record. I never saw this man before.

But if we stays with this group a few days, some Sprint apologist will
again tell us how customer service is improving.

What are you guys? The self appointed forum police of something? Sprint
employees?

I've posted as Samiam for a while as you correctly note so there goes
whatever theory "bob" has.

Btw: I am a Sprint CUSTOMER who got screwed. I'm posting here so that
other *customers* or potential customers may be warned as a public
service. What I write is completly consistant with studies done by
trustworthy groups such as Consumer Reports.

Sprint POS employees please feel free to defend Sprint POS and
contridict what I say and what studies find till you're blue in the
face. That's not surprising or in the least bit impressive.

If you really feel like it, please write a letter to Consumer Reports
and tell them how you're right and the Sprint customers they surveyed
are all wrong. And then collect your pay check knowing you've earned it.

[posted via phonescoop.com]

[email protected] (Sam Iam) wrote in article
<[email protected]>:
> What are you guys? The self appointed forum police of something? Sprint
> employees?
>
> I've posted as Samiam for a while as you correctly note so there goes
> whatever theory "bob" has.
>
> Btw: I am a Sprint CUSTOMER who got screwed. I'm posting here so that
> other *customers* or potential customers may be warned as a public
> service. What I write is completly consistant with studies done by
> trustworthy groups such as Consumer Reports.
>
> Sprint POS employees please feel free to defend Sprint POS and
> contridict what I say and what studies find till you're blue in the
> face. That's not surprising or in the least bit impressive.
>
> If you really feel like it, please write a letter to Consumer Reports
> and tell them how you're right and the Sprint customers they surveyed
> are all wrong. And then collect your pay check knowing you've earned it.
>
> [posted via phonescoop.com]

No doubt.. and we thank you for your input, but please dont be like Phil
and dwell on it forever.. Your finished with Sprint, and you have moved
on.. unlike Phill who CONSTNALY reminds us EVERYDAY how crappy his
experience was, but still stays with Sprint.

[posted via phonescoop.com]

Something you should learn is that posting your same story over and over
and over again -- in threads that didn't even perain to your problem --
is a sure fire way to get you labeled as a troll. You may not be a
troll... but posting the same stuff repeatedly is a good way to be
labeled as such.

Reading your story, you sound like you have a legit beef with Sprint.
But posting it so many times gives it less credibility.

<<I really don't give a crap.>>

And neither do we.

<<Furthermore, everything I say is consistent with independent studies
by several major publications including Consumer Reports and several
major news outlets. >>

Congratulations.

<<So you and other Sprint POS delusionals can tell it to Consumer
Reports. >>

We will, when you start telling your sad sob story to someone who cares.
because after reading it for the third time, we don't.

> on.. unlike Phill who CONSTNALY reminds us EVERYDAY how crappy his experience was, but still stays with Sprint.

LOL. Well that is interesting. I for one will NOT stay with Sprint.

As far as my posting goes, I will post as frequently as I like, about
whatever I like. If you're a moderator, please delete this post.

If not, your *request* is duly noted, and this is my response.

As far as Sprint goes, thye do suck. That is acording to my personal
experience with MANY Sprint POS reps. That is according to my experience
with Sprint POS corporate policy for billing, plans, coverage,
technology, and even the pre-written scripts which thier unmotivated
minimum wage sounding CS reps read verbatem and which must have been
written by a complete A-Hole as they lack basic courtest like
identifying that that caller is a Sprint CS rep before starting to ask
questions.

I mean what kind of A-hole writing the Sprint CS "script" tells a CS rep
to start asking questions of the customer before identifying themselves
so all the customer knows is they got a call from a stranger from
unknown number? How stupid is that? And I've had several Sprint
employees do this as apparently it's just not in thier script to say who
they are!!

Did they hire CS managers from the telemarketing industry becasue thats
how they act, and you don't treat your own customers like cold calls
from 'publisher's clearing house' @!

What a bunch of chimps they must have in Sprint management! And again,
don't take my word for it. Sprint consistantly get's the lowest marks
from many independant studies. You just can't defend against that. Every
study says they suck i.e. they suck. period.

[posted via phonescoop.com]

Then don't read it. Duh!

Or if you really don't like my posts, then delete them with your
moderator powers.... oh wait, you're NOT a mod are you?

Hey, here's an idea, why don't you show me how that whole "not posting"
thing works. But if you feel like posting, by all means go ahead.

See, I won't object becasue I realize I'm not a moderator. I'm sure
you'll get it all some day.

[posted via phonescoop.com]

Sam Iam,
Your experience with billing and CS is not out of the ordinary. I do
not know how many times I have had to call when changing something on
my service to actually get it changed. (And, STILL have it not be
changed!!!) I have come to accept the fact that if you want to change
something, you better plan on at LEAST a half a dozen calls to *2 and 3
months of f'ed up billing.
As for making excuses for the CSR's f'up's, being paid minimum wages is
NOT an excuse for being so blatantly lazy!

--
Posted at SprintUsers.com - Your place for everything Sprint PCS
Free wireless access @ www.SprintUsers.com/wap