Sprint Customer Service Non-existent

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arat43@juno.com - 10 Nov 2007 14:05 GMT

After nearly nearly 10 years I am leaving Sprint. My Service has been
good and the number of dropped calls and roaming dumps have been
greatly reduced. My biggest issue is their level of customer service.

I am ready to upgrade my Treo 650 due to small problems with the phone
locking up and the screen going dark on me. It is only a matter of
time until if fails completely. I had decided on switching on a
Blackberry and wanted to see if Sprint will give me a better price. I
called twice and was immediately confronted with the outsourced
customer service representative in Malyasia or India who has no clue
about the English lanugage except what they learned in school. Not to
mention their lack of understand subtle nuances in American slang.

On top of that, they cannot stop reading from their scripts to engage
in any form of negotiation. After trying to convince the rep that I
was thinking about renewing my contract and wanted a better deal since
I was a long term customer, I gave up.

Two days later I get a new Blackberry in the mail from Sprint. I call
them and after 30 minutes of trying to talk to the intelligence
challenged robot, I find out they sent me a phone, even though I did
not order it, it was not charged to my account, and they have no idea
why it was sent....Idiots.

The point of this rant is that Sprint has absolutely no customer
service, they are a processing center that can only function with a
script and cannot and will not help you with any issue that is not
clearly written in their little books.

I ordered new service today from Verizon. I can hardly wait to call
Sprint and tell them to piss off.

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Ron - 10 Nov 2007 15:04 GMT

>After nearly nearly 10 years I am leaving Sprint. My Service has been
>good and the number of dropped calls and roaming dumps have been
[quoted text clipped - 3 lines]
>locking up and the screen going dark on me. It is only a matter of
>time until if fails completely

Perhaps not. Delete every single third party application you have
installed, and you may find the Treo miraculaously works like new
again.

Google for numbers to their Fort Worth Executive Services.

>I had decided on switching on a
>Blackberry and wanted to see if Sprint will give me a better price. I
[quoted text clipped - 21 lines]
>I ordered new service today from Verizon. I can hardly wait to call
>Sprint and tell them to piss off.

Reply to this Message

GolfGod - 10 Nov 2007 15:15 GMT

<arat43@juno.com> wrote in message

> I ordered new service today from Verizon. I can hardly wait to call
> Sprint and tell them to piss off.

Enjoy Verizon. You may want to read this, though.
http://b2b.vzw.com/broadband/bba_terms.html

I personally like the section about 'prohibited uses'.

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Joel - 10 Nov 2007 16:11 GMT

<snip>

> I ordered new service today from Verizon. I can hardly wait to call
> Sprint and tell them to piss off.

I switched from Verizon to Sprint not because I didn't like Verizon, but
because some members of my family have friends using Sprint so they wanted
me to switched so they can talk with them Sprint-to-Sprint.

Else, I really like the customer service of Verizon as I very much dislike
the customer service and most of Sprint sneaky services. But I do like the
7PM instead of 9PM

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avraham - 10 Nov 2007 19:56 GMT

Call Sprint and at the prompt say "cancel contract". Hopefully you will
be switched to the retention department where you can speak to someone
who is able to take care of all your concerns. As you know, this
offshore customer service problem is common now to many large
companies. Someday these jobs will come back to the USA.

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arat43@juno.com - 11 Nov 2007 17:14 GMT

Thanks after the 5 time I called, I continued to send emails through
the Media Relations link. I finally got a response where besides the
$150 off the phone, they are taking another $100 off. Not that it
matters, they have fooled me once and that is on them. They won't get
another chance,

After a lot of research this weekend, I found out how bad Sprint
service really is here in Florida and I contacted Verizon and ordered
my phones and service through them. To hell with Sprint. No wonder
every major consumer group consistently rates them at the bottom of
the list.

Surprisingly enough Verizon and Alltell were very close at #1 and #2.
Alltell just didn't have the phone I wanted.

>Call Sprint and at the prompt say "cancel contract". Hopefully you will
>be switched to the retention department where you can speak to someone
>who is able to take care of all your concerns. As you know, this
>offshore customer service problem is common now to many large
>companies. Someday these jobs will come back to the USA.

Reply to this Message

Andy - 12 Nov 2007 10:33 GMT

whiner in maine whare iam from sprint/ nextell is oneof the bets cell
proviers around.
verizon is actualy loseing ground.

Signature

AL'S COMPUTERS

>
> Thanks after the 5 time I called, I continued to send emails through
[quoted text clipped - 17 lines]
>>offshore customer service problem is common now to many large
>>companies. Someday these jobs will come back to the USA.

Reply to this Message

Todd Wade - 12 Nov 2007 23:17 GMT

On Nov 11, 12:14 pm, ara...@juno.com wrote:

> Thanks after the 5 time I called, I continued to send emails through
> the Media Relations link. I finally got a response where besides the
> $150 off the phone, they are taking another $100 off. Not that it
> matters, they have fooled me once and that is on them. They won't get
> another chance,

You do have to be patient and "work the system." Shouldnt be that way,
but it is.

I've only been a sprint customer for two years, and the first few
times I contacted CS it was a drag, but now it goes smoothly.

Why didn't you just try a store?

> After a lot of research this weekend, I found out how bad Sprint
> service really is here in Florida and I contacted Verizon and ordered
> my phones and service through them. To hell with Sprint. No wonder
> every major consumer group consistently rates them at the bottom of
> the list.

For me, Sprint's cellular and data services far outweigh having had to
learn what I need to say or click on to manipulate my account.

Sorry to see you go. Sprint is loosing a lot of customers over a very
silly and easily fixed problem.

Studies say you'll have a better CS experience with Verizon, but in my
experience thiers is just as dismal as Sprint's.

trwww

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arat43@juno.com - 13 Nov 2007 17:11 GMT

I would have stayed with Sprint had it not taken nearly a week and 1/2
dozen phone calls and emails to get the problem fixed. When you have a
level of customer service that makes incompetency look good, there is
a problem. These issues often transfer into other areas, so there is
no telling how much longer even passable service will last.

As an update, today (day 8) in the adventures of returning the phone
that I did not order. I called Sprint yet again and after the
perfunctory 20 minutes of working their menu, being on hold, and
entering my telephone number countless times, I finally spoke to a
representative who understood what I needed and emailed me the return
shipping label. Two freaking minutes and I was done. Now can someone
explained to me why the hell I was dragged through the system for
nearly a week and one person took care of my problem in two minutes?

On every stop along the way and every person I talked to, I explained
to them the issue in simple easy to follow words. One person got it
right.

This entire episode and eveything I have read subsquently about Sprint
is endemic of a larger issue with this company. It appears they have
grown too large too fast and cannot handle the simplest of functions
in particular customer service. I have been with them since 2000 and
have been fairly happy with the level of call quality and data
transmission, but lousy customer service is a cancer that eats a
company from the inside out. It is only a matter of time before it
makes its way into the rest of the company.

Alas poor Sprint, I knew him.

>On Nov 11, 12:14 pm, ara...@juno.com wrote:
>>
[quoted text clipped - 28 lines]
>
>trwww

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burris - 14 Nov 2007 16:14 GMT

> After nearly nearly 10 years I am leaving Sprint. My Service has been
> good and the number of dropped calls and roaming dumps have been
[quoted text clipped - 27 lines]
> I ordered new service today from Verizon. I can hardly wait to call
> Sprint and tell them to piss off.

I don't understand why I see so many support problems.

I have been with Sprint about 10 years and except for an occasional out
to lunch rep, I have received really good service.

Current example..had a pair of free Samsung phones giving me lots of
drop-out for quite a while. I called them a number of times to ask about
cell towers malfunctioning and was told they didn't see any problems.
Took them in, while still under warranty to a long time Sprint dealer.
They wanted $55 for checking the phones. Huh? I indicated they were
under warranty. They said their policy changed and would have to send
them back to Samsung. I asked them to show me this in writing...the
answered that that there was nothing in writing and they were educating
the customers as they came in.. Finally agreed to check them for
$15...naturally found nothing wrong.

I called Sprint and they explained that there are some independent
facilities and they would look into it.

Result, Sprint credited the $15..sent me a new pair of phones at no
charge(3 days to get here), and the new ones work to perfection. Old
phones Samsung A640..Sprint said they were having many problems with
them...new phones M300..perfect talk and listen...which is all I use
them for..

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Joel - 14 Nov 2007 17:29 GMT

<snip>

> I don't understand why I see so many support problems.
>
[quoted text clipped - 20 lines]
> them...new phones M300..perfect talk and listen...which is all I use
> them for..

... hahaha and you said you have good service, or almost get fooled or
ripoff by Sprint?

Here, I do recieve pretty good signal-service but customer service or the
whole Sprint marketing is kinda like scam to me.

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burris - 15 Nov 2007 12:36 GMT

> <snip>
>> I don't understand why I see so many support problems.
[quoted text clipped - 27 lines]
> Here, I do recieve pretty good signal-service but customer service or the
> whole Sprint marketing is kinda like scam to me.

All wireless service is a ripoff. I don't deny that. Their pricing is
crazy, compared to most of the rest of the world. The same goes for
internet access...speeds and pricing.

It will remain that way until customers can take their phones and
service and move to other companies without any penalties, especially
paying usurious cancellation charges.

As a point of information, I am not defending either Sprint or any other
cell provider. I was only relating to my experience.

I come from the telecom world and am fully aware of how it functions.

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Joel - 15 Nov 2007 16:18 GMT

> > <snip>
> >> I don't understand why I see so many support problems.
[quoted text clipped - 40 lines]
>
> I come from the telecom world and am fully aware of how it functions.

No, I don't really mean the wireless service in general as we agree with
the service when signed up. But I am talking about the service they provide
after the agreement is signed.

- Just like your story saying after several tries with different results you
have finally got your $$$ back.

- It took me nearly 2 years to have Sprint removed the "insurance" for one
of my 5 phones, then almost a year to have Sprint remove the $15/month
charge for the Vision Plan, and again just 1 out of 5 phones.

- Then they added insurance to another phone, and it took me several time to
remove it.

- Then the $100 Mail-In-Rebate, they renewed my 2 years contract, charged
$36 to activate a new phone, but denied having any information of the
purchase of new phone and $100 rebate etc.. I had the locak manager
confirmed and called but no go, I finally had the manager faxed the proof to
Sprint .... almost 2 months later still no $100 rebate, I called and they
said they will send the $100 rebate... about a week later I got $50 check ..
I called and they sent another check of $49

.. and so many many smaller thing I just can't be able to remember them
all, and that's kind of SERVICE I am talking about.

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