1. #1
    citRon
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    I found this forum, and finally I have aplace to vent! I have been with Sprint for almost 10 years now. Since merger with Nextel, it has gone downhill. I have had problem after problem, and it seems no one cares. I anxiously await my contract ending. I'd leave now, but I'm not willing to give them any more of my money for early termination fees.
    Here's a letter/email I sent earlier this year after one problem.

    On May 11, 2007, I called 1-877-477-5256 (Sprint Loyalty Group) in response to a brochure I received in the mail. Since my current contract was nearing expiration, I was being offered discounts and rebates on a phone upgrade. I spoke with a representative, and ordered a Sanyo Katana phone. My credit card was charged $79.99, and I was told to expect delivery within 3 days. On the fifth day after I placed the order, I called back to check on the status, as I had not yet received the phone. This time the rep told me I had been “...misinformed, that it takes 5-7 days to arrive”. When the week had passed, and still no delivery, I again called back. I once again was told that I had been misinformed, and that “it takes 7-10 days for delivery”. Every time I called and spoke with someone, it seemed as if they were in a race against time to get me off the phone, speaking very fast, and repeating the same rehearsed line. My frustration was building when after the ten days had passed and I had not received the phone, and called again. This time, the rep asked if he could put me on hold for a moment. Five minutes later, he returned, and apologized, saying that his supervisor “...was going to handle this personally,” and “I promise you will have the phone in 2 days.” When I asked him what the problem was, he told me that no one had ever actually processed the order to send out the phone. I finally received the phone 4 days later.

    On June 4th, I called the Loyalty Group to ask about phone exchanges, as I wasn’t fully satisfied with the Katana. The rep I spoke with explained that I could exchange the phone within 30 days, and she asked me what other phone I was interested in. I asked about the LG Fusic, and she said that the phone was available to exchange. She ordered a return kit, and explained that she had to charge my credit card $279.99, the full price of the LG, and that it would be refunded when I returned the Katana. (I have since learned that this is not the correct procedure). The $279.99 was charged to my credit card on June 4, 2007. I was told I would receive the LG phone within 14 days.

    A couple of days later, I again called and spoke with Dennis. I explained that I would be going out of town, and I had decided to keep the Katana, and wanted asked if it was possible to cancel the order for the LG phone. After a few moments looking at my account, he asked if he could call me back; that he had to try to figure out what the rep who took the order had done. A few minutes later, he called me back, and explained that the rep had never processed an order for the LG phone to be sent to me. He did see that she had sent out a return kit, and then on a separate order, charged my credit card $279.99. –But no phone was ordered. He said that he would send a case to the refund request department, and that I would have my refund within 72 hours. Dennis was very polite and professional. So far, he was the first rep that spoke slowly and clearly.

    As you can probably guess by now, the problems kept coming. After 4 days had passed, I still had not received a refund for the $279.99. When I called this time to ask about the refund status, the rep looked into the account, and then I was transferred to the ‘refund department’. After being disconnected twice, (the first time after being on hold for 11 minutes, the second time after being on hold for 23 minutes) I finally reached someone. The lady I spoke with was very rude. She told me that I would not get a refund until I “...sent back the Katana”. I explained to her that I was keeping the Katana, which I had already paid for, and was seeking a refund for the LG phone that was never sent to me. She sounded as if she was becoming angry with me, and actually began to argue with me, telling me “...you have to send the phone back, or you can’t get a refund”. When I was finally able to explain to her for the third time that I was asking for a refund on a cancelled order, she said she would send in another request case. After she processed the refund request, she then sarcastically began to tell me about a text-messaging package, and asked if I would like to add this feature to my plans! At this point, I had been on the phone for a total of 63 minutes. When I asked to speak with a supervisor, I was told that none were available, but one could call me back within 48 hours. No one ever called me.

    I then sent an email to Sprint via the web sight’s ‘contact us’ feature. I pleaded for a supervisor to call me. No one ever called me.

    Two days later- no refund. I called Customer Care via *2 on my cell phone. I was hoping that by calling customer service, I would find someone who would actually help me. This time, not only was the rep barely understandable, but it sounded like there was a party going on in the background, drowning out her voice. I could hear many people talking and laughing loudly. I had to ask her several times to repeat what she had said. I told her I couldn’t hear her because of the background noise, but she didn’t seem to care. She made no effort to ask those behind or beside her to be quite, nor did she even make an attempt to speak louder. (By the way, I have no hearing problems. In fact, audiologists have noted I have well above average hearing, according to the annual physicals my job requires). She finally told me that she could not help me in any way, and referred me again to the ‘refund department’. I asked to speak with a supervisor. I was told that none were available, but that one would call me back within 48 hours. No one ever called me.

    When I spoke with the rep from the refund department this time, I was told that my case had been denied “...because you have not returned the Katana”. I explained to her that I had already gone through this before, and that there was an obvious oversight, this rep actually began to raise her voice, yelling to me “...You have to return the Katana before we will refund your money!” I asked to speak with a supervisor, and –you guessed it- none were available, but someone would call me back within 48 hours. No one ever called me back.

    It was at this point I knew that no one from Sprint who I could reach from a phone would help me, and came into the store. Mr. Brennen Webb was of great assistance, and offered a phone number, suggesting I try to resolve the problem with them. I called the number, and Randy (mrandy01) was very attentive and very helpful. Because of his actions, I received a phone call from a recorded voice today that stated I was going to be given a refund.

    To summarize, never in my life had I encountered such poor customer service from any retailer or service provider I have dealt with. I have been with Sprint for nearly ten years; I have 3 wireless lines and my home long distance with Sprint. Fortunately, this is the first time I have found myself in need of assistance from Sprint regarding any problems. After my experience, I hope I don’t have any more problems! The level of frustration I attained with Sprint in the last few weeks is unmatched. What seemed to be a very easy issue to resolve- obtaining a refund for something I never received- became a nightmare. I can honestly say that my opinion of Sprint has been forever tarnished.

    I’m still waiting on a call from a supervisor....




    See More: Sprint Sucks...open letter to Sprint (long)




  2. #2
    Debral1970
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    Re: Sprint Sucks...open letter to Sprint (long)

    I understand your frustration with Sprint!!! Everytime I have had to call Sprint with issues I have waited on hold FOREVER. Oh, wait, not evertime, when I called the sales department to switch from Nextel to Sprint and to order phones an actual person picked up very quickly. I switched because I thought I could get a better deal with Sprint, BOY WAS I WRONG!! I have a family share plan with 3 phones. The cost of the plan was to be something like $69.00/month pluss $5/month for the 3rd phone. It sounded reasonable to me because with nextel my bill for 2 phones was more than this. My teenaged son is the 3rd person on my account so I added unlimited text messaging for $20/month. Still my bill was going to be less or so I thought. With Nextel the walkie talkie feature is pretty much free on all plans. With Sprint that is also an extra charge. I originally added the feature but after recieving my first bill for more than $300 (not including any costs for the phones because they were free), I canceled the direct connect feature (or whatever Sprint calls it). I asked the rep, after waiting on hole for 30 minutes, why my bill was so much. My son and I had downloaded 2 ringtones each to our phones and 1 wallpaper each. We don't have the internet package, so the extra charge was for connecting to the internet, seaching for the ringers and wallpaper, and downloading them. Needless to say, we no longer download ringtones or wallpaper on our phones. I have found that there are extra charges for virtually everything you do on your phone and have yet to recieve a bill for that is actually the amount that I was quoted. We can't even get the pictures from our phones without sending them through sprint picture mail. There is no way to add download pictures or add Ringtones and Wallpaper through a data cable with the phone model we all have. So when our contract is up we will be switching!!!!

    It is nice to know that I am not alone in my frustration with Sprint!!!



  3. #3
    Nikky87
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    Re: Sprint Sucks...open letter to Sprint (long)

    wow i read your whole post and i'm disgusted. I mean.... hasn't sprint ever heard of the saying "the customer is ALWAYS right" ?? The $279.99 or whatever it was they charged you was less than a penny from their pocket. I don't understand why they have to be so rude. I have never experienced customer service THAT poor from them but I can believe it happened!!! Well...... good thing you finally got your money back.


    Oh and the whole "it sounded like a party was going on in the background" it always sounds like that. Either they're having parties or don't know how to mute a television.



  4. #4
    no-sweat
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    Re: Sprint Sucks...open letter to Sprint (long)

    I think people that have problems bring it on themselves. Why not research the phone before buying? Then you wouldn't have have to exchange it and cause this whole mess. Why order the new phone when you were going out of town? Couldn't you have decided to wait before, instead of canceling the order? I know Sprint is still wrong here, but everytime I read about complaints about people it's because they can't make up their own minds about what they want and are always changing/exchanging things.

    Just my opinion. I like Sprint. Although I still don't have data working on my phone... but that's a whole other story.



  5. #5
    citRon
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    Re: Sprint Sucks...open letter to Sprint (long)

    well, as it turned out, even if I had just ordered the phone and that was that, they still screwed up. The girl never even processed my order to begin with, then repeatedly changed the story about how long it would take to ship it out, etc.
    Oh, yeah, when it was all siad and done- I NEVER GOT MY REBATE!!! I ended up going to the Sprint store, and the manager there just put a credit on my account! -Seems the rebate department is just as retarded as Sprint in general.



  6. #6
    iden364
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    Re: Sprint Sucks...open letter to Sprint (long)

    Sprint does SUCK big time. Everytime I call Customer Service its like your speaking to someone from another planet, dealer support is a bit better, I think they go to more trainings.
    But why do most of the time Sprint Customer Service does not understand what your saying and you cant even understand them?
    Sprint is cheap and we all know this..deposit for someone with bad credit $250 (this is what brings customers), cingular/t-mobile for someone with bad credit $400 to $500. Sprint does not want to pay the big $$$ to their Cust Serv so they set them up in different places, we have them in Canada, India, (few in US) and they are planning to open one in Mexico. You know how few $$ they will pay in Mexico? what will our cust serv be like?



  7. #7
    lruiz06
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    Re: Sprint Sucks...open letter to Sprint (long)

    I totally understand your fustration with sprint customer service they love putting me on hold! There service is not great to begin with(well atleast not in my area) they should do a btter job in their customer service dpt.



  8. #8
    montana
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    Re: Sprint Sucks...open letter to Sprint (long)

    I try not to call *2 anymore. I found the Customer Service is a little better if you click the contact us link on the Sprint website and you get a reply from the e care department.

    I had a few issues with Sprint in the past (hopefuly none in the future) and NEVER had any of these issues resolved by calling *2. I kept getting conflicting information and pretty bad custommer service even worst from the Supervisors.

    I have not changed to another carrier because most of the family is on Sprint, the coverage is good in the areas I travel and I am afraid most of the cell phone companies are the same. They don't seem to train or pay their employees very well.



  9. #9
    iden364
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    Re: Sprint Sucks...open letter to Sprint (long)

    I dont leave sprint cause I get 25% off every month off my bill.



  10. #10
    lruiz06
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    Re: Sprint Sucks...open letter to Sprint (long)

    yeah i get 33% off my bill sometimes i wonder if its even worth the hassle!



  11. #11
    aim1crzy
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    Re: Sprint Sucks...open letter to Sprint (long)

    To citRon,
    Wow! that is some horrible customer service. I have had nextel/sprint for about 5 years now, and every once in a great while i had some horrible service like that too. but for the most part it wasn't that bad, and i usually got my problems taken care in a fast manner. if i was you maybe you should take your story to a local news station, let the word out on sprint. those people have no right to be that rude, they are in the customer service field, like it or not its there job to help people. well when you contract expires and they try to have you resign again tell them to go f*** off! and go else where lol



  12. #12
    zhbuyi
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    Complain to FCC!

    You have a long story, and I don't have too much time to read all right now (I am moving tommorow and in the middle of pakcing).

    But I'd say, you should complain to FCC. Just google FCC and Complaints and you will find the place and the forms to complain (online, through telephone, or other ways). I did mine but haven't got an answer yet. But I think it would the time you spend with FCC should be much more worthy than with Sprint.

    By the way, I also talked to somebody whose name is Dennis.



  13. #13
    chambers
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    Re: Sprint Sucks...open letter to Sprint (long)

    I totally understand where you're coming from and the worst part is Sprint just continuously gets worse and worse every year. In Los Angeles they closed down dozens of tech centers so there's only two in the city. Only two in a city with millions!



  14. #14
    citRon
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    Re: Sprint Sucks...open letter to Sprint (long)

    just an update- Over a year now and I'm STILL waiting on a supervisor to call me back!!!!



  15. #15
    damien1115
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    Re: Sprint Sucks...open letter to Sprint (long)

    ...
    Last edited by damien1115; 07-04-2008 at 09:18 AM.



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