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Topic Review (Newest First)

  • 09-30-2012, 09:24 PM
    avenue
    Quote Originally Posted by Woody426 View Post
    ^ At this point thats the plan. I have to say the S3 is a great device, I am down to only about five roaming notices a day now. Is it the phone? I doubt it, maybe its just a coincidence.
    Maybe you can find a way to disable those messages. I'm sure there is some way to do it.

    Enjoy your new phone.
  • 09-24-2012, 05:47 AM
    Woody426
    ^ At this point thats the plan. I have to say the S3 is a great device, I am down to only about five roaming notices a day now. Is it the phone? I doubt it, maybe its just a coincidence.
  • 09-23-2012, 05:51 PM
    avenue
    Quote Originally Posted by Woody426 View Post
    I have been using the S3 for a few days, its a great phone, it has NOT completely eliminated the roaming issues, and of course it hasn't eliminated the roaming issues that the other five Sprint phones are having at my home. I guess at this point as long as the S3 works well and I am not being charged for roaming I should just give up.
    As long as you can deal with it, I would probably just enjoy the Samsung Galaxy S III. I'd be glad I got a new phone from all of the trouble.
  • 09-21-2012, 05:40 AM
    Woody426
    I have been using the S3 for a few days, its a great phone, it has NOT completely eliminated the roaming issues, and of course it hasn't eliminated the roaming issues that the other five Sprint phones are having at my home. I guess at this point as long as the S3 works well and I am not being charged for roaming I should just give up.
  • 09-20-2012, 06:42 PM
    avenue
    Quote Originally Posted by Woody426 View Post
    Finally heard from Sprint last night. Since I filed a VERY detailed complaint with the Better Business Bureau (believe it or not FAR more detailed than what I have written here) miraculously they have decided it IS possible to replace my phone with a different device, hmmm seems like I have been told for some time that that just was not possible.
    They offered me the new S3, I told the nice lady that that was still a Samsung phone just the next iteration of the device I have but she assured me that I would have "far better luck" with this device than my current device.
    I asked what would happen if I got the phone and continued to get the roaming notices that I, and the rest of the people on both of accounts are getting, and she said we would address that "if and when it happens" that Sprint wanted to get a "new device in my hands to address the BBB complaint"
    I asked the nice lady why I, my family, and my neighbors who use Sprint, had begun to receive "International Roaming Notifications" and she had no answer other than "lets try the new device first and if that eliminates the roaming notices we can address the other phones on your account.
    New phone should be here Monday, we shall see.
    I will add that Sprint's willingness to work with me on this issue took an amazing turn once they were notified of the BBB complaint, but of course that could just be a coincidence.

    I'm glad they were able to help you. It's sad that you had to contact the BBB in order to get it taken care of, but sometimes that is what it takes. I think [email protected] should have assisted you more quickly instead of taking so much of your time.

    Did you receive the new phone? Did it resolve the issue?
  • 09-13-2012, 04:45 AM
    Woody426
    Finally heard from Sprint last night. Since I filed a VERY detailed complaint with the Better Business Bureau (believe it or not FAR more detailed than what I have written here) miraculously they have decided it IS possible to replace my phone with a different device, hmmm seems like I have been told for some time that that just was not possible.
    They offered me the new S3, I told the nice lady that that was still a Samsung phone just the next iteration of the device I have but she assured me that I would have "far better luck" with this device than my current device.
    I asked what would happen if I got the phone and continued to get the roaming notices that I, and the rest of the people on both of accounts are getting, and she said we would address that "if and when it happens" that Sprint wanted to get a "new device in my hands to address the BBB complaint"
    I asked the nice lady why I, my family, and my neighbors who use Sprint, had begun to receive "International Roaming Notifications" and she had no answer other than "lets try the new device first and if that eliminates the roaming notices we can address the other phones on your account.
    New phone should be here Monday, we shall see.
    I will add that Sprint's willingness to work with me on this issue took an amazing turn once they were notified of the BBB complaint, but of course that could just be a coincidence.
  • 09-04-2012, 06:14 AM
    Woody426
  • 09-02-2012, 06:03 PM
    Woody426
    We arent REALLY roaming, Love ya Sprint ! LMAO
  • 08-31-2012, 07:52 PM
    avenue
    Quote Originally Posted by Woody426 View Post
    The coverage map shows I am in an "off network roaming" are. BUT, according to the Sprint representative, I'm not "really" roaming.
    If you're in an off network roaming area, I would think you're really roaming. I would ask for clarification. They should be able to prove which tower and network you're connected to. I don't think it will show up as Sprint if your area is all under off network roaming.
  • 08-29-2012, 04:31 AM
    Woody426
    The coverage map shows I am in an "off network roaming" are. BUT, according to the Sprint representative, I'm not "really" roaming.
  • 08-28-2012, 09:25 PM
    avenue
    Quote Originally Posted by Woody426 View Post
    Heres another update. "Kendra" called me back on 8/24/12 with "GREAT NEWS", I wasn't "actually" roaming, even though my phone was giving me very frequent roaming notices while I am at home:Attachment 51117
    And even though the phones on the other account are doing the same thing, we aren't actually roaming. This logic fascinated me, I asked her to explain and I got some gibberish about how the level of roaming that we were doing wasn't affecting our bill ETC, blah blah blah. I countered with "well then if we aren't roaming, then there must be an issue with the phones, ALL SIX phones, she wasn't prepared for this line of questioning and attempted to evade answering the question, I repeated "So if there is NOT a coverage issue, like you clearly stated during our last call, then the omnipresent roaming notices must be directly related to a hardware issue with the phones, ALL SIX phones, encompassing different models from different manufactures?" She told me she was not a technical service representative and couldn't answer my question.
    "Kendra" agreed to escalate me to the "final tier" (I heard Vaders theme from Star Wars in my head when she said that), and she told me to expect a call the week of the 27th.
    On 8/27/12 at 3pm I received a call from "Angela" who I assume is with "final tier" escalations. Angela read me the boiler plate statement that the call may be monitored or recorded for accuracy and I told that it may also be recorded on my end, she was adamant that she was not giving permission to be recorded, I said fair enough then I do not agree to be recorded either, "Angela" informed me that she had no way of knowing if the call was being recorded on her end or not, I told her either way I was not giving permission to be recorded and we continued. "Angela" had not bothered to review the case at all and expected me to start from the beginning and explain the whole story, I refused and told her I could forward her all emails I had had since mid July and the transcripts of all the conversations, or she could research the history herself, either way I was not going to waste an hour of my time jumping through hoops for her amusement. She agreed to do the research herself. "Angela" was not one of the more polite Sprint associates that I have dealt with, very eager to interrupt me while I was speaking and I could tell by her sentence structure and her presentation that she does now or at some point has worked in the legal field.
    "Angela" is supposed to review the case and get back tome next week.
    From my understand of roaming, there is the native Sprint network, where Sprint has their own antennas. Then, there is Sprint coverage that is on another network, but isn't considered "roaming". There isn't a charge for using the phone in this area and the account cannot be disconnected for excessive usage. Then, there is off network roaming, when the phone is using another network that isn't considered in a Sprint coverage area. In those areas you can have your account disconnected for excessive usage. You might be in the area that is on another network but isn't at risk of having your account disconnected.

    If you look at Sprint's coverage map you will see "Sprint coverage", "Sprint coverage - signal strength varies", and "Off-network roaming". If you're in the "Sprint coverage- signal strength varies" area I believe your phone is on another network but you can use it as much as you want without any type penalty.
  • 08-28-2012, 07:31 AM
    Woody426
    Heres another update. "Kendra" called me back on 8/24/12 with "GREAT NEWS", I wasn't "actually" roaming, even though my phone was giving me very frequent roaming notices while I am at home:Attachment 51117
    And even though the phones on the other account are doing the same thing, we aren't actually roaming. This logic fascinated me, I asked her to explain and I got some gibberish about how the level of roaming that we were doing wasn't affecting our bill ETC, blah blah blah. I countered with "well then if we aren't roaming, then there must be an issue with the phones, ALL SIX phones, she wasn't prepared for this line of questioning and attempted to evade answering the question, I repeated "So if there is NOT a coverage issue, like you clearly stated during our last call, then the omnipresent roaming notices must be directly related to a hardware issue with the phones, ALL SIX phones, encompassing different models from different manufactures?" She told me she was not a technical service representative and couldn't answer my question.
    "Kendra" agreed to escalate me to the "final tier" (I heard Vaders theme from Star Wars in my head when she said that), and she told me to expect a call the week of the 27th.
    On 8/27/12 at 3pm I received a call from "Angela" who I assume is with "final tier" escalations. Angela read me the boiler plate statement that the call may be monitored or recorded for accuracy and I told that it may also be recorded on my end, she was adamant that she was not giving permission to be recorded, I said fair enough then I do not agree to be recorded either, "Angela" informed me that she had no way of knowing if the call was being recorded on her end or not, I told her either way I was not giving permission to be recorded and we continued. "Angela" had not bothered to review the case at all and expected me to start from the beginning and explain the whole story, I refused and told her I could forward her all emails I had had since mid July and the transcripts of all the conversations, or she could research the history herself, either way I was not going to waste an hour of my time jumping through hoops for her amusement. She agreed to do the research herself. "Angela" was not one of the more polite Sprint associates that I have dealt with, very eager to interrupt me while I was speaking and I could tell by her sentence structure and her presentation that she does now or at some point has worked in the legal field.
    "Angela" is supposed to review the case and get back tome next week.
  • 08-25-2012, 12:10 AM
    avenue
    Quote Originally Posted by Woody426 View Post
    Here's a little update for anybody following this. I requested one last escalation and I got a call from "Kendra" today. We had a nice chat she asked some interesting questions about my coverage area.
    We discussed the non functional S2 and I mentioned to her that as we spoke my daughter was sitting net to me getting nonstop roaming notices, this surprised "Kendra" and I reminded her that I had told "Joan" AND "Sandy" that while I had one account with my phone on it, I had another account with FIVE phones on it and they were ALL roaming at our home.
    All this prompted "Kendra" to check the nationwide coverage map at Sprint . Com, what did she find? My home is surrounded by off network roaming areas, and so is my office.
    This is surprising to me as like I stated I have always had good coverage, maybe I just wasn't getting the roaming notices or maybe I just never noticed them. So I say to "Kendra", "Soooo, this means that since I don't have coverage, Sprint will let me out of my contract with no ETF right? All SIX phones on BOTH accounts right?"
    Her response "Yes, that would be the case".
    Now think about this for just a second, by "Kendra's" own records, I have been to the Sprint store ELEVEN times, had THREE phones, made TWENTY SEVEN calls to Sprint customer service, and now after all of that, she discovers that I am in TWO coverage holes (at home and at the office) I asked her if Sprint had lost or moved some towers and she said she did not have that information.
    All of this could have been avoided if just ONE of the EIGHTEEN Sprint associates that I have dealt with since early July would have had enough common sense to check the map.
    Were my phones defective? I don't know, I know I did what Sprint said to do every step of the way up until I declined a fourth device.
    This has been a truly fascinating exercise, regardless of your thoughts on me or how I handled this, when you look at THEIR customer service efforts, the level of incompetence boggles the mind.
    I'm wondering if the coverage did change in the area, if you've never gotten the roaming notifications before, or if you just didn't notice them. I'm surprised they didn't check your coverage before. After all of these calls into support, I think they'd check the coverage. If your phone is searching for a signal or roaming the battery might drain quickly because it will want to connect to Sprint's native network.

    I'm glad they're willing to waive the Early Termination Fees. I figured you'd probably get some progress made if you continued to email [email protected] and talk to them.

    Please keep us updated and let us know what happens next.
  • 08-22-2012, 07:49 PM
    Woody426
    Here's a little update for anybody following this. I requested one last escalation and I got a call from "Kendra" today. We had a nice chat she asked some interesting questions about my coverage area.
    We discussed the non functional S2 and I mentioned to her that as we spoke my daughter was sitting net to me getting nonstop roaming notices, this surprised "Kendra" and I reminded her that I had told "Joan" AND "Sandy" that while I had one account with my phone on it, I had another account with FIVE phones on it and they were ALL roaming at our home.
    All this prompted "Kendra" to check the nationwide coverage map at Sprint . Com, what did she find? My home is surrounded by off network roaming areas, and so is my office.
    This is surprising to me as like I stated I have always had good coverage, maybe I just wasn't getting the roaming notices or maybe I just never noticed them. So I say to "Kendra", "Soooo, this means that since I don't have coverage, Sprint will let me out of my contract with no ETF right? All SIX phones on BOTH accounts right?"
    Her response "Yes, that would be the case".
    Now think about this for just a second, by "Kendra's" own records, I have been to the Sprint store ELEVEN times, had THREE phones, made TWENTY SEVEN calls to Sprint customer service, and now after all of that, she discovers that I am in TWO coverage holes (at home and at the office) I asked her if Sprint had lost or moved some towers and she said she did not have that information.
    All of this could have been avoided if just ONE of the EIGHTEEN Sprint associates that I have dealt with since early July would have had enough common sense to check the map.
    Were my phones defective? I don't know, I know I did what Sprint said to do every step of the way up until I declined a fourth device.
    This has been a truly fascinating exercise, regardless of your thoughts on me or how I handled this, when you look at THEIR customer service efforts, the level of incompetence boggles the mind.
  • 08-20-2012, 05:42 PM
    avenue
    Quote Originally Posted by Woody426 View Post
    Well, here's the synopsis of my phone call with "Sandy" today:
    1. Sprint will not replace my device with another compatible device.
    2. Sprint is willing to give me a $100 credit if I return my phone.
    3. Sprint is not willing to wave or reduce the ETF.

    Interesting side note, "Sandy" DID supply me with a number to contact about my issues with the Sprint Community Forums, can you guess where this is going? Drum roll please..................... the number she gave me was "Janeedra's". Thats right, the best the office of the CEO could do was send me right back to the place I started.

    And for the record, I had supplied "Sandy" with "Jannedra's" number and told her that was who I had been talking to. This is almost funny, no I guess its kind of sad that the incompetence at Sprint leads all the way to the office of the CEO.

    I'm sure some people are questioning the validity of my story, hell I would too if it hadn't happened to me. I DID record my last six customer service calls, save the drama its perfectly legal, when the Sprint associate gives their statement about the call being monitored or recorded for accuracy all you have to do is say "Yes as long as we ALL agree to that" them not hanging up or protesting equates to passive agreement to be recorded. If anyone is interested I will edit out some personal information and make these fascinating conversations with these titans of industry available.

    Congratulations Sprint, you win. I have been worn down and have lost interest.
    Its difficult to battle a group that lacks conscience and and integrity
    Thank you for the update.

    I'm still surprised they won't just exchange the phone for another model. I would think that would be cheaper than spending hours talking with you about the issue.
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