Complaining to Sprint

Hi,

What is the address (snail or e-mail) for sending formal complaints
about Sprint PCS customer service?

I've had a particularly bad experience lately and wanted to bring it
to somebody's attention at Sprint. Briefly, here's what happened:

(BTW, I've been a Sprint PCS customer for many years now 3 or 4 or so.)

Friday, August 8: (one week ago)

Call 1: I call up Sprint PCS. My wife and I
currently have 1 PCS phone, and we want to add a second, which will
involve switching plans and using their $20/mo add-a-phone option.
They (of course) have plans to offer me over the phone that aren't on
sprintpcs.com (which is a major source of irritation for me.) I order
a Sanyo 6400. The Sprint rep changes the plan, places the order for
the phone, and promises delivery in 3-5 days.

CSR tells me at the end of the call that she needs to transfer me to
an automated system for me to accept the 1-year agreement. She
manages to hang up on me instead.

Call 2: I call back, explain the situation, and get a very confused
CSR who ends up saying she'll send me to the automated agreement
system but sends me to the main menu instead.

Call 3: I get another CSR and make him give me the number for the
agreement system before he transfers me (successfully, as it happens)
this time.

Monday, August 11: I call Sprint to find out the number for the new
phone so I can begin sending it out to family. They say it has not
yet been sent out, and they won't know the number until it is.

Tuesday, August 12: I make the same call, and get the same answer.
This starts to concern me.

Wednesday, August 13: I make the same call, and this time Sprint rep
"jfoste14" tells me, after lots of time checking, that the order for
the Sanyo 6400 was canceled because Sprint sold out. (How helpful of
them to let me know.) He tried to sell me on the Nokia phone, but I
wanted something with more features and better reception. I asked
about the Sanyo 4900, and he agreed to give me a $20 credit to make up
for the price difference between that and the 6400 due to all my
troubles with Sprint. After this call, I was reasonably happy with
Sprint because of the $20 offer.

Friday, August 15:

Call 1: Called Sprint's special "order status" line to check on the
status of the 4900 order. They claim that order was not placed, and
showed only the canceled 6400 order. They told me to talk to their
sales dept. to order it (different than the first people I talked
to).

Call 2: Talked to the second sales department. Agreed with the
order not being placed, but couldn't give me the $100 of promotion
that the Sprint customer service people could. Told me to cal
lthem.

Call 3: Called customer support and had them e-mail jfoste14 (the
guy that placed the 4900 order). They would not transfer me to him
directly. He never returned my call.

Call 4: Called customer support and inquired about the problem.
They confirmed that the order for the 4900 was not placed, and
placed the order, telling me to call back Monday to get the order
number. This person refused to give me the $20 credit on the spot,
but said she was making a note in my account for it and I should
call back to get it once the phone has been activated, which I'll
have to do once it arrives. (Up till now, everybody has been
telling me it'll ship pre-activated.) This CSR, pcottm01, was
unsure about the plan I had wanted and couldn't tell me for sure if
my phone would be on the plan I wanted, but she said "I'll request
it on the form -- hope they do it."

Call 5: Called customer support hoping for a more person, and
remembering that I didn't double-check in call #4 to make sure that
the CSR was adding the new phone to the shared plan rather than
putting it in a new plan. This person said that the plan assignment
isn't done till I activate the phone anyway, so just call back
before I use it.

All told, I think I've spent more than 5 hours on the phone to Sprint
just ordering a new phone. Kinda sad.

-- John

---

› See More: Complaining to Sprint

It's good to tell us, but I don't think anyone else would listen. Certainly
not sprint management. And worst of all, there's nothing anyone could or
will do about it.

"John Goerzen" <[email protected]> wrote in message
news:[email protected]...
> Hi,
>
> What is the address (snail or e-mail) for sending formal complaints
> about Sprint PCS customer service?

Sounds like a good reason to call Executive Services.


In article <[email protected]>,
John Goerzen <[email protected]> wrote:

> Hi,
>
> What is the address (snail or e-mail) for sending formal complaints
> about Sprint PCS customer service?
>
> I've had a particularly bad experience lately and wanted to bring it
> to somebody's attention at Sprint. Briefly, here's what happened:
>
> (BTW, I've been a Sprint PCS customer for many years now 3 or 4 or so.)
>
> Friday, August 8: (one week ago)
>
> Call 1: I call up Sprint PCS. My wife and I
> currently have 1 PCS phone, and we want to add a second, which will
> involve switching plans and using their $20/mo add-a-phone option.
> They (of course) have plans to offer me over the phone that aren't on
> sprintpcs.com (which is a major source of irritation for me.) I order
> a Sanyo 6400. The Sprint rep changes the plan, places the order for
> the phone, and promises delivery in 3-5 days.
>
> CSR tells me at the end of the call that she needs to transfer me to
> an automated system for me to accept the 1-year agreement. She
> manages to hang up on me instead.
>
> Call 2: I call back, explain the situation, and get a very confused
> CSR who ends up saying she'll send me to the automated agreement
> system but sends me to the main menu instead.
>
> Call 3: I get another CSR and make him give me the number for the
> agreement system before he transfers me (successfully, as it happens)
> this time.
>
> Monday, August 11: I call Sprint to find out the number for the new
> phone so I can begin sending it out to family. They say it has not
> yet been sent out, and they won't know the number until it is.
>
> Tuesday, August 12: I make the same call, and get the same answer.
> This starts to concern me.
>
> Wednesday, August 13: I make the same call, and this time Sprint rep
> "jfoste14" tells me, after lots of time checking, that the order for
> the Sanyo 6400 was canceled because Sprint sold out. (How helpful of
> them to let me know.) He tried to sell me on the Nokia phone, but I
> wanted something with more features and better reception. I asked
> about the Sanyo 4900, and he agreed to give me a $20 credit to make up
> for the price difference between that and the 6400 due to all my
> troubles with Sprint. After this call, I was reasonably happy with
> Sprint because of the $20 offer.
>
> Friday, August 15:
>
> Call 1: Called Sprint's special "order status" line to check on the
> status of the 4900 order. They claim that order was not placed, and
> showed only the canceled 6400 order. They told me to talk to their
> sales dept. to order it (different than the first people I talked
> to).
>
> Call 2: Talked to the second sales department. Agreed with the
> order not being placed, but couldn't give me the $100 of promotion
> that the Sprint customer service people could. Told me to cal
> lthem.
>
> Call 3: Called customer support and had them e-mail jfoste14 (the
> guy that placed the 4900 order). They would not transfer me to him
> directly. He never returned my call.
>
> Call 4: Called customer support and inquired about the problem.
> They confirmed that the order for the 4900 was not placed, and
> placed the order, telling me to call back Monday to get the order
> number. This person refused to give me the $20 credit on the spot,
> but said she was making a note in my account for it and I should
> call back to get it once the phone has been activated, which I'll
> have to do once it arrives. (Up till now, everybody has been
> telling me it'll ship pre-activated.) This CSR, pcottm01, was
> unsure about the plan I had wanted and couldn't tell me for sure if
> my phone would be on the plan I wanted, but she said "I'll request
> it on the form -- hope they do it."
>
> Call 5: Called customer support hoping for a more person, and
> remembering that I didn't double-check in call #4 to make sure that
> the CSR was adding the new phone to the shared plan rather than
> putting it in a new plan. This person said that the plan assignment
> isn't done till I activate the phone anyway, so just call back
> before I use it.
>
> All told, I think I've spent more than 5 hours on the phone to Sprint
> just ordering a new phone. Kinda sad.
>
> -- John

John Goerzen <[email protected]> wrote in article
<[email protected]>:
> Hi,
>
> What is the address (snail or e-mail) for sending formal complaints
> about Sprint PCS customer service?
>
> I've had a particularly bad experience lately and wanted to bring it
> to somebody's attention at Sprint. Briefly, here's what happened:

Snip..

I'm sorry to hear that anyone has to go though something like this, esp
a long term customer. Unfortunatly, there is nothing I'll be able to do
about this. I can't find any of those phones in any store.

I don't have the address, but the main corp office is in Overland Park,
Kansas.

What area are you in?

[posted via phonescoop.com - free web access to the alt.cellular groups]

[email protected] (SprintPCS Tech) writes:

> I don't have the address, but the main corp office is in Overland Park,
> Kansas.

That I knew; planetfeedback.com has an address, and the whois records
list 6330 Sprint Parkway. I just wondered if anyone else had a better
one than that

> What area are you in?

I'm in the Wichita, KS area, about 3 hours' drive southwest of the
Overland Park (Kansas City) area.

-- John

John Goerzen <[email protected]> wrote in message news:<[email protected]>...
> Hi,
>
> What is the address (snail or e-mail) for sending formal complaints
> about Sprint PCS customer service?
> ...
> All told, I think I've spent more than 5 hours on the phone to Sprint
> just ordering a new phone. Kinda sad.
>
> -- John

You are not alone. I had something similiar with something I thought
would be simple and I must of spent about 10 hours+ and gave up for
the most part.

Basically, I ordered a new phone (i500) and some accessories. Never
got the accessories as they magically lost the order. New phone came
but power plug was defective. Spent about 3 hours trying to get the
part replaced but ended up having to order a new phone. The phone
never came. Ended up picking up a new phone at a Sprint store.
Ordered a return kit. That did not come, had to call back to
complain. Ordered another travel sync cable, they again lost the
order after a few days. Called to complain. A week later, they sent
an incorrect cable. Called to complain, they say they will send
another one out. Called back to check on the status, they lost the
order again. After about another 2 hours of trying to get a hold of
someone who can order a cable, one CSR just said, go to Radio Shack
for the cable or order it from Samsung. Ordered from Samsung and got
it the next day! Ordered a return kit for the cable (still did not
come). Finally got the return kit for the defective phone and
returned it immediately. After 1 week+ so far, I still did not get
credit for the phone (this is going be a long while).

Bottomline:
- I'm very troubled that doing something so simple as ordering an
accessory is too complicated for Sprint to handle.

- I believe most of the problems is that Sprint has many different
departments who don't talk well with each other. I have a business
account and that really complicate things for them. They have to
transfer to someone else to order equipment and they do not have an
idea of what they have in stock. If it is not in stock, then the
order gets lost. If they can't provide an order number or a tracking
number immediately, then I doubt the order will actually be placed.

- I've learned that complaining really gets no where with Sprint. I
tried talking to Executive services but in this case, they just
transferred me to the same folks who just transferred me to someone
else who could not help me.

Good luck.

Phillipe <[email protected]> writes:

> Sounds like a good reason to call Executive Services.

Pardon my ignorance, but what's that, and what's their number?

-- John

In article <[email protected]>,
John Goerzen <[email protected]> wrote:

> Phillipe <[email protected]> writes:
>
> > Sounds like a good reason to call Executive Services.
>
> Pardon my ignorance, but what's that, and what's their number?

Executive Services is the higher ups that act like ombudsman to solve
grief and illogical things that happen to us folks. Sprint has made it
hard to get to them.

Try the Sprint switchboard, but they'll lie and not put you through most
likely

800-829-0965

Sounds like a good reason to call Executive Services.


In article <[email protected]>,
John Goerzen <[email protected]> wrote:

> Hi,
>
> What is the address (snail or e-mail) for sending formal complaints
> about Sprint PCS customer service?
>
> I've had a particularly bad experience lately and wanted to bring it
> to somebody's attention at Sprint. Briefly, here's what happened:
>
> (BTW, I've been a Sprint PCS customer for many years now 3 or 4 or so.)
>
> Friday, August 8: (one week ago)
>
> Call 1: I call up Sprint PCS. My wife and I
> currently have 1 PCS phone, and we want to add a second, which will
> involve switching plans and using their $20/mo add-a-phone option.
> They (of course) have plans to offer me over the phone that aren't on
> sprintpcs.com (which is a major source of irritation for me.) I order
> a Sanyo 6400. The Sprint rep changes the plan, places the order for
> the phone, and promises delivery in 3-5 days.
>
> CSR tells me at the end of the call that she needs to transfer me to
> an automated system for me to accept the 1-year agreement. She
> manages to hang up on me instead.
>
> Call 2: I call back, explain the situation, and get a very confused
> CSR who ends up saying she'll send me to the automated agreement
> system but sends me to the main menu instead.
>
> Call 3: I get another CSR and make him give me the number for the
> agreement system before he transfers me (successfully, as it happens)
> this time.
>
> Monday, August 11: I call Sprint to find out the number for the new
> phone so I can begin sending it out to family. They say it has not
> yet been sent out, and they won't know the number until it is.
>
> Tuesday, August 12: I make the same call, and get the same answer.
> This starts to concern me.
>
> Wednesday, August 13: I make the same call, and this time Sprint rep
> "jfoste14" tells me, after lots of time checking, that the order for
> the Sanyo 6400 was canceled because Sprint sold out. (How helpful of
> them to let me know.) He tried to sell me on the Nokia phone, but I
> wanted something with more features and better reception. I asked
> about the Sanyo 4900, and he agreed to give me a $20 credit to make up
> for the price difference between that and the 6400 due to all my
> troubles with Sprint. After this call, I was reasonably happy with
> Sprint because of the $20 offer.
>
> Friday, August 15:
>
> Call 1: Called Sprint's special "order status" line to check on the
> status of the 4900 order. They claim that order was not placed, and
> showed only the canceled 6400 order. They told me to talk to their
> sales dept. to order it (different than the first people I talked
> to).
>
> Call 2: Talked to the second sales department. Agreed with the
> order not being placed, but couldn't give me the $100 of promotion
> that the Sprint customer service people could. Told me to cal
> lthem.
>
> Call 3: Called customer support and had them e-mail jfoste14 (the
> guy that placed the 4900 order). They would not transfer me to him
> directly. He never returned my call.
>
> Call 4: Called customer support and inquired about the problem.
> They confirmed that the order for the 4900 was not placed, and
> placed the order, telling me to call back Monday to get the order
> number. This person refused to give me the $20 credit on the spot,
> but said she was making a note in my account for it and I should
> call back to get it once the phone has been activated, which I'll
> have to do once it arrives. (Up till now, everybody has been
> telling me it'll ship pre-activated.) This CSR, pcottm01, was
> unsure about the plan I had wanted and couldn't tell me for sure if
> my phone would be on the plan I wanted, but she said "I'll request
> it on the form -- hope they do it."
>
> Call 5: Called customer support hoping for a more person, and
> remembering that I didn't double-check in call #4 to make sure that
> the CSR was adding the new phone to the shared plan rather than
> putting it in a new plan. This person said that the plan assignment
> isn't done till I activate the phone anyway, so just call back
> before I use it.
>
> All told, I think I've spent more than 5 hours on the phone to Sprint
> just ordering a new phone. Kinda sad.
>
> -- John

[email protected] (SprintPCS Tech) writes:

> I don't have the address, but the main corp office is in Overland Park,
> Kansas.

That I knew; planetfeedback.com has an address, and the whois records
list 6330 Sprint Parkway. I just wondered if anyone else had a better
one than that

> What area are you in?

I'm in the Wichita, KS area, about 3 hours' drive southwest of the
Overland Park (Kansas City) area.

-- John

John Goerzen <[email protected]> wrote in message news:<[email protected]>...
> Hi,
>
> What is the address (snail or e-mail) for sending formal complaints
> about Sprint PCS customer service?
> ...
> All told, I think I've spent more than 5 hours on the phone to Sprint
> just ordering a new phone. Kinda sad.
>
> -- John

You are not alone. I had something similiar with something I thought
would be simple and I must of spent about 10 hours+ and gave up for
the most part.

Basically, I ordered a new phone (i500) and some accessories. Never
got the accessories as they magically lost the order. New phone came
but power plug was defective. Spent about 3 hours trying to get the
part replaced but ended up having to order a new phone. The phone
never came. Ended up picking up a new phone at a Sprint store.
Ordered a return kit. That did not come, had to call back to
complain. Ordered another travel sync cable, they again lost the
order after a few days. Called to complain. A week later, they sent
an incorrect cable. Called to complain, they say they will send
another one out. Called back to check on the status, they lost the
order again. After about another 2 hours of trying to get a hold of
someone who can order a cable, one CSR just said, go to Radio Shack
for the cable or order it from Samsung. Ordered from Samsung and got
it the next day! Ordered a return kit for the cable (still did not
come). Finally got the return kit for the defective phone and
returned it immediately. After 1 week+ so far, I still did not get
credit for the phone (this is going be a long while).

Bottomline:
- I'm very troubled that doing something so simple as ordering an
accessory is too complicated for Sprint to handle.

- I believe most of the problems is that Sprint has many different
departments who don't talk well with each other. I have a business
account and that really complicate things for them. They have to
transfer to someone else to order equipment and they do not have an
idea of what they have in stock. If it is not in stock, then the
order gets lost. If they can't provide an order number or a tracking
number immediately, then I doubt the order will actually be placed.

- I've learned that complaining really gets no where with Sprint. I
tried talking to Executive services but in this case, they just
transferred me to the same folks who just transferred me to someone
else who could not help me.

Good luck.

Phillipe <[email protected]> writes:

> Sounds like a good reason to call Executive Services.

Pardon my ignorance, but what's that, and what's their number?

-- John

In article <[email protected]>,
John Goerzen <[email protected]> wrote:

> Phillipe <[email protected]> writes:
>
> > Sounds like a good reason to call Executive Services.
>
> Pardon my ignorance, but what's that, and what's their number?

Executive Services is the higher ups that act like ombudsman to solve
grief and illogical things that happen to us folks. Sprint has made it
hard to get to them.

Try the Sprint switchboard, but they'll lie and not put you through most
likely

800-829-0965

http://www3.sprint.com/PR/CDA/PR_CDA_Executive_Profiles



"Ross" <[email protected]> wrote in message
news:[email protected]...
> John Goerzen <[email protected]> wrote in message
news:<[email protected]>...
> > Hi,
> >
> > What is the address (snail or e-mail) for sending formal complaints
> > about Sprint PCS customer service?
> > ...
> > All told, I think I've spent more than 5 hours on the phone to Sprint
> > just ordering a new phone. Kinda sad.
> >
> > -- John
>
> You are not alone. I had something similiar with something I thought
> would be simple and I must of spent about 10 hours+ and gave up for
> the most part.
>
> Basically, I ordered a new phone (i500) and some accessories. Never
> got the accessories as they magically lost the order. New phone came
> but power plug was defective. Spent about 3 hours trying to get the
> part replaced but ended up having to order a new phone. The phone
> never came. Ended up picking up a new phone at a Sprint store.
> Ordered a return kit. That did not come, had to call back to
> complain. Ordered another travel sync cable, they again lost the
> order after a few days. Called to complain. A week later, they sent
> an incorrect cable. Called to complain, they say they will send
> another one out. Called back to check on the status, they lost the
> order again. After about another 2 hours of trying to get a hold of
> someone who can order a cable, one CSR just said, go to Radio Shack
> for the cable or order it from Samsung. Ordered from Samsung and got
> it the next day! Ordered a return kit for the cable (still did not
> come). Finally got the return kit for the defective phone and
> returned it immediately. After 1 week+ so far, I still did not get
> credit for the phone (this is going be a long while).
>
> Bottomline:
> - I'm very troubled that doing something so simple as ordering an
> accessory is too complicated for Sprint to handle.
>
> - I believe most of the problems is that Sprint has many different
> departments who don't talk well with each other. I have a business
> account and that really complicate things for them. They have to
> transfer to someone else to order equipment and they do not have an
> idea of what they have in stock. If it is not in stock, then the
> order gets lost. If they can't provide an order number or a tracking
> number immediately, then I doubt the order will actually be placed.
>
> - I've learned that complaining really gets no where with Sprint. I
> tried talking to Executive services but in this case, they just
> transferred me to the same folks who just transferred me to someone
> else who could not help me.
>
> Good luck.