Sprint PCS Service
Complaint
Kristi
Country: United States
I here to make a complaint against the customer service I received. I called in to inquire about upgrading my plan. First, I was on hold for about 40 minutes and I was hung up on. I called back and I did speak with someone. I did decide to upgrade my service but on terms of finding out how much more would it be by entering a new contract in the middle of the billing cycle.
My new minutes start on the 23rd. I had this experience before where my bill was very high because of entering a new contract in the middle. So, the lady said that she would transfer me to a different department to so they could explain to me how much it would be. This is the second call and our conversation was about 35 minutes. I asked her how long would it take to speak with the other department, she said it won't take very long.
Now, I had been waiting on hold for a total of 1 hour and 10 minutes before I hung up. When placing the order, she didn't bother to give me an option of what color phone did I want. The Internet shows it comes in red and silver and I rather silver. So I called back at a later time and the recording stated, the hold time was greater than 20 minutes, I held anyway because I wanted to get my situation resolved. Someone who doesn't speak very good English answers and they didn't quite understand my situation.
I had to constant repeat myself but my situation didn't get resolved. I asked to speak with a manager but the foreigner wouldn't transfer me to one. By this time, I just wanted to cancel my contract because I didn't want to go through the hassle of poor customer service I've received. She said that she would need to transfer me to sales support and it would only be a few minutes. After 10 minutes, someone from sales support answers and he could help me cancel my newly ordered contract, he decided to transfer me to another department in which the hold took longer than my battery's life span.
Since my battery died, I tried calling back early this morning at 7a, when the company first opened. The wait was still 20 minutes. Another foreigner picked up the phone and I had to repeat myself several times before he understood what I was saying. Finally, on top of that, he was unable to help me because the department I need to speak with isn't opened on Saturdays and for me to call back on Monday. I feel this is the worst service I ever had. I couldn't imagine myself ever doing business with this company again. All I asked for was some assistance and if I can't get that from a company, then my money shouldn't be spent there.
My new minutes start on the 23rd. I had this experience before where my bill was very high because of entering a new contract in the middle. So, the lady said that she would transfer me to a different department to so they could explain to me how much it would be. This is the second call and our conversation was about 35 minutes. I asked her how long would it take to speak with the other department, she said it won't take very long.
Now, I had been waiting on hold for a total of 1 hour and 10 minutes before I hung up. When placing the order, she didn't bother to give me an option of what color phone did I want. The Internet shows it comes in red and silver and I rather silver. So I called back at a later time and the recording stated, the hold time was greater than 20 minutes, I held anyway because I wanted to get my situation resolved. Someone who doesn't speak very good English answers and they didn't quite understand my situation.
I had to constant repeat myself but my situation didn't get resolved. I asked to speak with a manager but the foreigner wouldn't transfer me to one. By this time, I just wanted to cancel my contract because I didn't want to go through the hassle of poor customer service I've received. She said that she would need to transfer me to sales support and it would only be a few minutes. After 10 minutes, someone from sales support answers and he could help me cancel my newly ordered contract, he decided to transfer me to another department in which the hold took longer than my battery's life span.
Since my battery died, I tried calling back early this morning at 7a, when the company first opened. The wait was still 20 minutes. Another foreigner picked up the phone and I had to repeat myself several times before he understood what I was saying. Finally, on top of that, he was unable to help me because the department I need to speak with isn't opened on Saturdays and for me to call back on Monday. I feel this is the worst service I ever had. I couldn't imagine myself ever doing business with this company again. All I asked for was some assistance and if I can't get that from a company, then my money shouldn't be spent there.
Comments
I have had bills larger then my car payment, upon complaining to the company I never would get an explanation until finally I found I was being charged for things I never signed up for. When trying to call I am on hold for at one time 1 hour.
Recently sprint went in my checking account after I already made my payment and wiped out my account, I called them before this happened and told them I already made the payment and they do not have authorization to take money out of my account, now my account is very messed up, after trying to clear this up they have credited the wrong account, so in the meantime my account still is being charged, now it's up to 900.00 worth of fee's.
I have a daughter who needed school supplies and because sprint had called me to report they had credited my account I thought I could get her school supplies, but the credited the account that I made the first payment from, instead of the account they took the automated payment from, when I told them not to.
I have called in, I wrote letters/emails, I went to the store and showed them receipts and confirmation from the post office. And all I keep hearing is "I am sorry you were given incorrect information". All I want is for Sprint to honor their word and I can't seem to get anyone at that company to do that. I feel like I have been scammed!
Now to describe this evenings problems. I called to talk to a customer service guy last night about an unfilled rebate. The history of this included e-mail requests for information where you get a note saying they'll be back with you in 2 business days (never heard from them on the two e-mail requests except the empty promise). The customer service guy gave me a lot of misinformation. I called to talk to a supervisor tonight, not looking for any type of pacification, but to simply present a reasonable mans view of customer service. The lady who answered the phone insisted she fix my problem. Now really, this lady, at the same level of staff as the guy I talked to last night, is going to fix my problem? She wouldn't let me talk to a supervisor. At first, she wasn't allowed to (I wasn't born yesterday). Then there was nobody available (hmmmm, maybe I'll wait). Then after putting me on hold a third time she said she would wave a supervisor down (okay, now I'm getting somewhere). After 30 minutes, John came on the phone. He was sorry, but couldn't wait to tell me about their JD Powers award for customer service. Like telling me that they won an award is going to make me think that how I was treated was acceptable? Common'!
The contract on one of my two phones expires in August. Since Sprint is no longer the most competative companies, I told John that I was going to let the contract expire and then move on to somebody else, maybe even something like Tracfone for example where I can walk away anytime, anywhere. I didn't tell him I was looking at one of his other competators as I didn't want to make my case sound like I was looking for him to beg me to stay. John says, "sir, you can't do that because your contract doesn't expire for another 22 months." I told John that those 22 months were on the second phone, not the phone I was calling on. Besides, what makes Sprint so confidnet I won't pay the fee to get out of the contract and cut my losses early instead of legitamizing their bad service? That's pretty arrogant to think thay they are in charge of my phone experience.
Needless to say, John says he's going to take my comments about asking for fixes to the problems to his superiors. I don't care where he takes them, but someone needs to start taking a stand against these guys. My one wish is a 20 minute conversation with the CEO, to talk with him about me being a person, and what an acceptable level of quality service is, or just plain helping another human being out. I wish they would stop taking the customers for granted. I don't enjoy paying to be treated like crap.
I'm sick of their bad services, and I'll be leaving asoon as my contract expires. I refuse to give them any more money.
Sprint PCS Case#: C2120394. BBB case# 99231891.
On August 31st, 2008 Sprint customer rep offered me a $150 creadit towards my account plus $150/phone (I have 3 phones) for each of the 3 new phones if I renewal a 2 year contract with them. I explained to the customer rep that all three of my phones are working fine and don't need any new phones. He (the Sprint rep from Canada)then offerred me to use the $150/phone credit -- this amounts to $450 (3*$150) to use towards my Sprint PCS account for renewing the contract. I agreed to renew for a 2-year plan based on the conditions stated.
In mid Dec, 2008 my cell service was cut off, I immediately called sprint and found out it was due to non-payment. Non-payment?? I told the rep. I had $600 in credir, and as it turned out that I only received $150 creadit to my account not the remaining $450 from the phones as was promised by the Sprint PCS rep back in August. The Sprint PCS customer personnel who answered the phone could not make decision and promised to escalated to the next level and have someone call me back within a week. Meanwhile the customer rep. tunred the cell service back on while this is being investigated. As the week went by and NO ONE from Sprint PCS called back.
On Dec. 22nd, my cell phone service was cut off again. I made another call to Sprint's customer service that day. After repeated explaining my story 3 times to 3 different Sprint customer reps, no one seemed able to resolve this issue nor can tell me what the status with my case. Due to Sprint can NOT fulfill its promised remaining $450 creadit towards my account, I asked the customer rep. to cancel my service and told her I'll pay back the already credited $150 from Sprint plus any outstanding charges. By this time, April, the Sprint cancellation customer rep (employee ID AN252117) informed me a $200 early cancellation fee on top of the $150 credit will charged to my account. I explained to her the reason I renewed for a new 2-yr contract was based on the $600 ($150+3*150) credit Sprint was offering to me back in August 2008. Since Sprint was not going to fulfilled its promise, I'll only pay back the $150 creadit plus any outstanding balance, but NOT the early cancellation fee. April insisted to transfer me to the cancellation escalation team person named Joe. Sure enough Joe did not answer his phone, and I left my name, phone number and Sprint case# and asked him to call me ASAP.
Today is Dec. 24th, 2 days later and 2 subsequent follow up calls to Sprint within the past two days, still no status and calls from Sprint. Made another call to Sprint to ask to talk to the cancellation team, the rep told me someone from that team will call in the next few minutes. That was nine hrs hours ago, NO ONE called.... Phone service is still cut off......
Not hearing back from Sprint on the phone, I am desperate to get this issue resolved, I sent Sprint an email stating my issue, the automated response back is we will get back to you within 24 hrs (see below)....... Just like they told me on 3 prior occassions they will get back to me in one week, 24hrs, a few minutes....
I have been with Sprint PCS from day one (many years ago). I am very disappointed with their false promises and its customer services. Everytime I called, it seemed each of the customer service personnel always trandferred me to some other departments... No one answered wanted or able to resolve any issues, or take the cancellation of my service....
They promise to call you back and NEVER call back....
Potential/perspective Sprint-Nextel customers beware!!!
=======================================================
From:Sprint Customer Solutions <ecare2@cc.sprintpcs.com>
[Add to Address Book]
To:Scott
Subject:Sprint has received your email (KMM57147707I15977L0KM)
Date:Wednesday, December 24, 2008 2:40:24 PM
[View Source]
THIS IS AN AUTO-ACKNOWLEDGEMENT - PLEASE DO NOT RESPOND TO THIS EMAIL.
Thank you for contacting Sprint Online. Customer E-Care has received
your email and will respond to your request within 24 hours
The email ID for this interaction is (Re: Care #20081224141223 (Billing
/ Payment - Billing Inquiry/Invoice Charges) (KMM57147265I15977L0KM)),
and will be located in the subject line of our response back to you.
Thank you for contacting Sprint.
Please let me know of similar problems you have had because I am a lawyer and I am investigating them. onesta98@yahoo.com
Also, I was previously charged over $900 for services I never signed up for. I called the 800 number and after holding for over 20 minutes twice I wrote a letter and sent it CERTIFIED MAIL to the president of the company. Someone from the company THEN CALLED ME AND APOLOGIZED.
Your best recourse is sending real mail to a real address - with a receipt that it was delivered. DO NOT SEND EMAIL - EMAIL IS OVER USED TODAY. NO ONE TAKES IT SERIOUSLY ANYMORE.
OMESTA98@YAHOO.COM
To whom it may concern,
About two months ago I signed a new contract and purchased two new Lotus phones. I went to the Sprint Store because I trusted it would be the best place to get Sprint service. So you can imagine my surprise two days later while walking through Wal-mart, I found the same phones priced sixty dollars less apiece. I investigated further and the rebate that I am still waiting for now, months after the fact was instant. I thought maybe it is just Wal-mart so I went to Best Buy to find the same phones, same contract, but discounted prices and instant rebates. I returned to the Sprint Store to ask why dealing with Sprint directly was costing me time and money, things that aren’t easy to come by. In a very haughty tone the girl behind counter told me that you don’t get the same level of customer service those other places you get here, hence the $120 dollar price difference and the mail-in rebate. That statement was far from the truth.
When I signed my contract and purchased the new phones I wanted to by stereo headphones to take advantage of the mp3 functions of the phones. The young lady that was taking care of the account tried to sell me a single ear hands free set. I then had to explain to her that I like to listen to my music with both ears. The Sprint Store didn’t have what I needed or know what I was talking about. I two days later while I was at Best Buy I told a sales associate the model of phone and I that I was looking for some stereo headphones. He immediately told my phone had stereo Bluetooth and brought me to a set that was on sale, so much for your superior service and product knowledge that I paid an extra $120 dollars for. (Not including the $100 rebate I’m still waiting on.)
That brings me to today; I went to the Sprint web site to find out where my rebate was, only to find a laughable bar graph stating my rebate was 58% complete. The thought and energy it took to come up with such an exact figure is baffling, exactly what kind of math is applied here? Seriously I really am curious. I asked how long the mail-in rebate took to get back when I bought the phone and was told 6-8 weeks, while the website says 10-14 weeks, more of that bang up service at the Sprint Store.
Why is it that I can buy the exact same phone with the exact same Sprint phone service by a more helpful staff and save hundreds of dollars, by not dealing directly with your company? The logic escapes me. If I want fresh bread at a good price I go to the bakery not the grocery store that the bakery sells bread to.
I’ve been a customer for almost five years and have paid countless thousands of dollars for service, I feel entitled to answers and satisfaction. If I don’t get a response promptly I will post an accurate account of my situation on every cell phone consumer website on the internet. One will not be able to google anything concerning buying or purchasing a Sprint phone or service without running into my words of caution. I also don’t work days so you may find me on the sidewalk out in front of my local Sprint Store performing my duty as a concerned citizen informing my fellow consumers how to save money and frustration by taking their hard earned money elsewhere.
Thank You,
Chad Nelson
This is the email that I received two days later.
Dear Chad Nelson:????????? Rebate ID: 333361501????
?
Thank you for contacting the Sprint/Nextel Rebate Center. We apologize for any inconvenience. The validating information for the promotion has been updated, and we are pleased to inform you that your rebate submission is now processing. Your rebate check should be mailed within the next 30-45 days in the amount of $100.00.
?
We appreciate your participation in this promotion. To track your rebate online, please go to http://www.sprintrebates.com. Please be advised that it may take up to 7 business days for your status to be updated on the website.
?
Alvaro
Promotions Customer Service
Over 4 months to send me a rebate check, are they using my money in a short term investment waiting for it to pay off before I get my money back? The rebate has been approved and it is gonig to take a 30-45 days to mail it? Now I’m really angry and will proceed to do whatever it takes to make myself heard, and dissuade people from using their service.
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Sprint
Dear Sprint
I was shock today to receive from my Ex-husband of 35 years you contacted him. I called the number he gave me to find out that you have sent a bill collector to me how dare YOU Sprint. Again!!!!!
My account has been close since Oct 30,2008, I had called to cancel as I lost my job and have been told that I had to go in and cancel my account in person at one of your locations. I would only have to pay a closing cost on my contract which shows paid in full.
My record show from the bank transfers that you have been paid off since Nov,2009 the sum of $735.00 I had not heard nor read a single letter are word this was considered a problem as it was paid in full until today.
If you had not contacted me on this I would of never realized that the automatic payments were being made to Sprint of the sum of $735.00 on a bill less then $300.00
I do believe that I am owed a return on the over payments you say I owe, so who owes who here.
I like to think this is a small mistake, but in the past you have done the same thing to me, and Sprint tried to destroy my credit rating again!
Sprint found their mistake and was Sprints mistake not mine, and Sprint apologized, but this time the same mistake is made.
TODAY: Not only did I have to speak to a women with less education then my 6 year old grandson on this account but she was very rude and uneducated with the account at hand. All I can say at least Sprint is still hiring Americans.
Please check your records again and I am sure you will find the truth like before for this ill behavior of poor account management.
Sincerely yours,
nancy zoda przygoda
PS: Enclosed is a copy of all bank transactions on this account for your easier accountability and accounting needs to rectify this mistake do hope you can also rectify my credit rating as well.