Not a good way to start!

Hello!

I wish I had seen some of the online complaints against Sprint PCS before changing providers. Here is a classic example of how NOT to start a business relationship.

On 3 Feb 06, My wife and changed providers from Verizon to Sprint. We did this because the plans they offered (Fair & Flexible for Families was a good, reasonably inexpensive plan). I had done the whole process online and was pleased to note that everything went rather smoothly, from getting the phones shipped, to setup on the account. So far, so good. Then I notice that my phone, a UT Starcomm CDM-105's battery was only lasting about 7-12 hours on standby. The old Nokia I had with Verizon was good for about 3 days on standby with a lower-capacity battery(700 mAh vs. 800 mAh). So, I called sprint's "Customer Service" number and spent 40 minutes on hold. Then someone picked up the line and told me I should call another number. So I did. On hold for 30 minutes before I decided that this was obviously a useless gesture. I then emailed Sprint "customer Service". I asked if there was any way I could possibly get a new battery for the phone, since the one I had in my 3 day old phone was obviously bad. The first CSR I had, (obviously a trainee) told me I should go to a Sprint Store and have the phone tested. I wrote back and explained that I was not able to do so. Next I get an email from a different CSR named Carlton. Carlton was of absolutely no help. No matter how I put it, he could not (or would not) understand what it was that I wanted, even when I put it in the plainest possible terms. All I ever got from him was platitudes like, "we are sorry you are having trouble with your phone" and " Sprint-customers come first". Carlton suggested to me that I return to a Sprint Store to have my phone tested. Unfortunately, this is not an option for me, since I work nights and go to school during the day. When I explained this to Carlton, he would simply repeat that I should go to the Sprint Store. Finally in frustration I decided that I would have to purchase a new battery, but I will NOT buy one from Sprint, since I believe this is what Carlton was trying to accomplish all along. I can only guess that I can expect the same kind of "Customer Service" in the future from these knuckleheads.

Has anyone got a snail-mail address or email addy for a Sprint executive or someone who might actually care about this?

Thanks,
Corsair41
aka Robb

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› See More: Not a good way to start!

Originally Posted by corsair41

Hello!

I wish I had seen some of the online complaints against Sprint PCS before changing providers. Here is a classic example of how NOT to start a business relationship.

On 3 Feb 06, My wife and changed providers from Verizon to Sprint. We did this because the plans they offered (Fair & Flexible for Families was a good, reasonably inexpensive plan). I had done the whole process online and was pleased to note that everything went rather smoothly, from getting the phones shipped, to setup on the account. So far, so good. Then I notice that my phone, a UT Starcomm CDM-105's battery was only lasting about 7-12 hours on standby. The old Nokia I had with Verizon was good for about 3 days on standby with a lower-capacity battery(700 mAh vs. 800 mAh). So, I called sprint's "Customer Service" number and spent 40 minutes on hold. Then someone picked up the line and told me I should call another number. So I did. On hold for 30 minutes before I decided that this was obviously a useless gesture. I then emailed Sprint "customer Service". I asked if there was any way I could possibly get a new battery for the phone, since the one I had in my 3 day old phone was obviously bad. The first CSR I had, (obviously a trainee) told me I should go to a Sprint Store and have the phone tested. I wrote back and explained that I was not able to do so. Next I get an email from a different CSR named Carlton. Carlton was of absolutely no help. No matter how I put it, he could not (or would not) understand what it was that I wanted, even when I put it in the plainest possible terms. All I ever got from him was platitudes like, "we are sorry you are having trouble with your phone" and " Sprint-customers come first". Carlton suggested to me that I return to a Sprint Store to have my phone tested. Unfortunately, this is not an option for me, since I work nights and go to school during the day. When I explained this to Carlton, he would simply repeat that I should go to the Sprint Store. Finally in frustration I decided that I would have to purchase a new battery, but I will NOT buy one from Sprint, since I believe this is what Carlton was trying to accomplish all along. I can only guess that I can expect the same kind of "Customer Service" in the future from these knuckleheads.

Has anyone got a snail-mail address or email addy for a Sprint executive or someone who might actually care about this?

Thanks,
Corsair41
aka Robb

I had purchased an Audivox (UTStarcom) phone as well a while ago, and it had been sent in for warranty 5 times in 5 months, Bell would not do ANYTHING. I actually had to bit** at UTStarcom to get anything done. When you call, ask to get transferred to the executive office. If they refuse start, like they did to me, I started saying stuff like obviosuly they don't stand behind their crappy products, otherwise I would have service. I got a reply within 2 hours from the executive office. They finally offered me a different phone, Im sure they would give you a battery, but all in all, I would ask to get a different phone, I'm never purchasing an Audiovox (UTStarcom) product again.

I hate to say this but I have had similar problems with Sprint's awfully rude and uncooperative customer service reps. That is, until i switched to Tmobile and have been SATISFIED one hundred percent since. Better plans, prices, service, customer reps and everything else. They are great. I am sorry to hear what you went through and can only hope the best for you in the future with Sprint!

On a better note, how is the battery you newly bought running? Hopefully better than the first...

Im sorry about your horrible experience!

Haven't bought a new one yet. Still trying to find one at a place that ISN'T Sprint!

Have you tried your local Mall, ( This is gonna sound crazy but...) Flea markets usually always carry things of that nature, would u be interested in purchasing one over the internet? If so, i can find one for you almost instantly!! I dont know if you are willing to go that route, but if so.. let me know..

This whole situation is unfortunate. The CSR was correct, however, in directing you to a Sprint Store, because that's the only place we can guarantee you will get the right testing on your phone and the correct battery (if that's the problem) and thereby not damage your phone. I have heard too many horror stories of people ruining new phones with generic batteries. I apologize that you were on hold so long, you must have called during a peak calling time. Was there a recording that estimated your hold time, was it accurate within 5 or 10 minutes? The best time to call is usually in the morning when the customer support offices open.

I appreciate the reply from ReversedWorlds, it may seem off topic to you but it's a good example that no matter who your service provider is, there is inevitably going to be at least one time where things don't go the way you'd like them to. We do our best, but we can't always satisfy every single customer. Please don't let this incident tarnish your opinion of Sprint, I admit I'd had a few issues as a Sprint customer, but they have always done their best to resolve the situation, and that's all you can really expect.

This sounds like you are blaming Sprint for a manufacturer problem, and we have no way of verifying that unless the phone is tested. If the phone is at fault, it can be replaced as long as you are within the first 14 days of having it. IF you wait until after that time, you will likely have to file an insurance claim, that is, if the phones are insured in your plan, but keep in mind an insurance claim is a $50 non-refundable deductable. You are within your 14 days to call Sprint and request to send the phone back to them for a different phone, but if you wait any longer you will not be able to do that.

Last, I really would hate to see you go, but if you are that unhappy about this incident then have you considered terminating the contract? You can only do this within the first 14 days of service; after that, there is an early termination fee of $150 per line. I hope all of this is of some help to you.