Complaint

0
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.

Comments

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  • 0
    kmtiburona
    I called to pay my bill, simple enough, right? Found a credit, wanted to speak with a rep to make sure it was supposed to be there. The rep, Jeffrey, very nice which is abnormal, informed me there was a $150 deposit put as credit. I was like, great, my 2nd part of deposit got credited I'm fine. Then I decided to ask, "My contract ends in November of this year, what do I have to do if I don't want to continue service with Sprint at all?" I was then advised that I had called in 6/2009 and according to the notes "accepted a $70 credit on both lines to extend contract another year." I was like NO, I would not have agreed to extend contract.

    Jeffrey advised me he will call Account services see if we can reverse it. After being on hold a while, he comes back and says he needs to speak with his supervisor; big surprise! He comes back on the line and states well my supervisor said since you agreed to it there is nothing we can do. I said let me speak w/ supervisor b/c I NEVER agreed to that.

    Supervisor Rocky came on, asked for employee number, she provided me w/ an interaction number. I said I don't think you understand; I never agreed to this, well that's what the documentation says, well that employee could write anything they want, Pull the call I kept telling her. She comes back with, we sent you and email, oh I haven't had internet access ever since I moved in w/ my boyfriend in 6/2009. The only thing I called about in 6/2009 was to change the phone number on my other line and get a 20% discount b/c of walmart employee discount.

    She then said well since you agreed to it there is nothing we can do. HAVE YOU HEARD WHAT I HAVE BEEN SAYING??? I told her that was a good way to p**s a customer off! I then told her I don't have a problem going to the FCC, or Better Business Bureau or getting a lawyer, she was insitent that her hands were tied. I told her to get me here supervisor.

    Gary, manager of Kentucy call center got on the phone and listened to me rant. I told Gary why I intially called and then asked Gary "Why would I ask what do I have to do in November to end my contract with you if I KNOWINGLY extended it? Does that make any sense" Gary said, no it doesn't. After ranting for a while I said I'm tired of everyone talking about this email. You have my signature on the initial contract, I never signed anything or received anything through snail mail to confirm this.

    Business' should be more formal, look at the last time I logged into Sprint.com; I haven't b/c I don't have internet access therefore never rec'd this email about extending my contract (pretty important info). If I rec'd 2-$70 credits in 6/2009 I was misinformed as to why I was receiving them. I kept telling him to pull call. He eventually told me since it was a while ago it takes some time to track down where the call originated from, which call center it was routed to, which rep took it and then go through all the calls for the day. I said fine I have nothing but time. I will tell you I WILL end my contract in November, when it should be ended, you can charge me and early termination fee and I will stick you and when you send it to debt collectors I will DISPUTE the debt. I don't care if you have to put $140 back on my bill to get my contract to end in November, but it will end.

    And if you have no way of finding the call don't lie to me, it will make it worse. If you can't find the call and don't have some kind of resolution(like the one I'm proposing) I will file w/ BBB, FCC and will not hesitate to get a lawyer to protect my rights as a consumer. Gary then assured me there's a way to track the call and ALL, not some, ALL calls are recorded. He said it may take a while, took down my cell number and told me he will call me. I give them 30 days from yesterday. I don't hear anything I will file w/ FCC, depends, maybe I'll file tonite, still feeling rather violated. Seems rep lied just to get some commission, I will have to bring that up when Gary calls me back. How much commission did it take for her to falsify records and flat out lie and decieve a customer? I wonder if they find it if they will give me a transcript; I guess if they do they could still falsify that; seems to be a habitual pattern!

    The sad thing is this is just 1 of many bad experiences with spring; others I have overlooked. I was on spending acct plan and my phone got cut off, no text, no call, b/c I got charged for over $400 worth of data when data was blocked from both my plans. I have overlooked mistakes, and even turned my cheek on bad customer service. But I will NOT be taken a fool of. I did NOT request to extend my contract. I will fight this sprint, with ever fiber of my being!
  • 0
    sandy
    I called Sprint and spoke to a Spint rep asking to see if I could go to the store early as my upgrade was due in a little over 2 weeks and my phone was having major issues. I drove 45 minutes to the only store that had the EVO and then waitied my turn 40 minutes, and then was told I had to wait 2 days and to come back. If Sprint wants to keep business they would not lie to there customers on the phone so they waste there busy day waiting to end up with no phone.. If on the phone I was told to wait 2 days I would have, I wasted 2 hours for 2 days, in which I offerd to pay for the 2 days as my time is worth more.. After on the phone with Sprint there was "nothing" they could do. I own my own business and as an owner I know there are always acceptions to rules.
  • 0
    Michael
    I have been with Sprint for years. I am waiting for my Contract to expire. I needed to upgrade phones. I called Sprint and was treateded less than professional. I complained by Letter  and e-mail to the CEO Dan Hesse. I wrote the feminine acting CEO Dan Hesse you see on all the TV commercials numerous times. Never recieved any responce.  Dan Hesse is a worthless CEO who could care less about his customers or customer service. I filed a complaint with the Better Business Bureau.  Sprint had Dan Hesse's boyfriend call me. Anthony Spoon is a little assistant at Sprint. I explained the problem to Anthony Spoon and every request I made was met with a NO!!! from Anthony Spoon.  Anthony Spoon was very rude, unhelpful , and extremely unprofessional.  Sprint's service is as pathetic as there people are.  Please take good advice and avoid Sprint. AT&T or verizon are much better choices!!
  • 0
    Tabitha
    SPRINT IS SO [***]!!!!!!!!!

    So i bought my fiancee a new phone for his birthday it worked great untill one day it just wouldnt turn on. so we took it too sprint they looked at it and said it was an elec. problem and thats somthing that they cannot fix in store. so since it was TWO days after the month warrenty  we could not get a new phone. they wanted to send us a refurbished one. all the refurbished phones ive gotten dont work and they are crap! why should we be punished because we got a defective phone and paid 200 dollars for it!! oh thats right because we were TWO days late. that is so crap. and i dont understand how sprint can treat there customers so [***]! i wish i had money to end my damn contract that i just had to rewnew!!!!!!!
  • 0
    alisha
    Potential customers, do not go through sprint. AT&T or Verizon may be a little more expensive per month but it's worth the headache and actually cheaper in the long run after sprint adds outrageous charges to your bill. I got one line with insurance and the phone has never been fixed. Sprint has franchised "fix-it" stores all over that promise you certain things when you sign up, like waiving activation fees etc. When the bill comes, sprint refuses to work with the bill since technically it wasn't them (although it clearly says sprint on the outside building and you wouldn't know any differently). By the time I received my first bill from sprint, it was 2 days after the 30-day free cancellation and they wanted to charge $200/phone to cancel even though the bill was received (online) after the 30-day expiration. Pay a little extra a month and go to another service. Buyer beware.
  • 0
    taiasia tobler
    I hate sprint I'm on the phone with them now and they made me all these promises in order to get me to switch from att biggest mistake ever I was robbed at gun point 4 this morning my id gone credit cards gone wallet gon phone gone car keys gone I'm callin my phone company n they can't help me with nothing they want me to borrow money from people to pay for another phone I don't want to have to owe someone when my phone company can helpe but they won't I'm sittin here in tears cus they don't care now I'm trying to talk to someone but I've been on hold for an hour gettin transfered from one person to the next n they jus don't care so I'm gonna cancel my service n jus go with us cellular or back to sprint they will atleast go above and beyond to keep their customers I hate sprint they need to be put on youtube foer the world to see
  • 0
    Sprint Stinks
    | 1 reply
    I can not believe I didn't find these comments and posts before I signed up for sprint. I am so disappointed with the customer service. They are possibly the worst company to open a contract with. Any one you speak to either has no idea what they are talking about or the phone magically 'disconnects.' I almost never use the word hate but I can honestly say i HATE this service. First off it took me about 4 months to get my phone rebate after having to contact the company about 5 times. They catch errors but never gave me a call. I guess it wasn't important enough to return 100 dollars to their customers. Second off their phones suck so bad. I am on my third Evo and it is still giving me problems. I am at that point where I am counting down the months for this plan to be over. I want nothing to do with sprint and their lousy service and their lousy representatives.
    • 0
      ms Dottie replies to Sprint Stinks
      I so agree with you, Mr Sprint Stinks....
      I hate the service and the phones... they leave you hanging, if they even come back on the phone, to talk to you.... the right does not know what the left is doing... and their service is so bad... and so is their Evo phones... I am now going on my 2nd Evo, and it is a piece of work.... I actually don't like any of their phones.....I am dumping the service next month...  Ms Sick of Sprint..
  • 0
    Sprint Stinks
    Something similar happened to me. They never return calls like they say they will when it comes to billing and charges. It really doesn't matter to them that someones bill is over 500 dollars. All they see is they can slap on some more late fees. I'd suggest you call them up and scream until you get those fees taken off because its not your fault !
  • 0
    sandra
    I have purchased an Evo sprint phone at 1415 Highway 85 N Ste 130 Fayetteville, GA 30214 (678) 619-4375. I was having several problems with the pic messages on the phone. I called the customer service number. They did a master reset on my phone. , they also advised me to take the phone back. I took the phone back 04/03/2011. I told them that what the problem was and sprint advised me to take it back for a new phone. They told me that they will have to order another phone for me. Several days went by; they told me the phone arrived to come pick it up.
    I went to the store 04/05/2011, the attendant brought me a refurbished phone. I advised him that I am still within my 30 days. that I was told to get a brand new phone. He still insisted on giving me a refurbished phone while he told me it was a new phone. I was lied to. I called the store back to speak with supervisor (Andre), he told me to come back to and get my old phone. I told him that I can’t get my old phone back because it is not working. I went back to the store again. The manger practically ignored me. I went back home and called the supervisor, I asked him to give me the district manger number, he said he was the district manger and he hanged the phone on me. I called the sprint customer service to do a conference call to get the district manger's number. He refused to give me the number. I was calling to report this issue. I have been treated horribly and by this manager. It is my money that I spent to get a good working, not to be hanged up by this manger. Please call me 7708707317. Sandra
  • 0
    melanie gray
    A couple of months ago I called one of the Sprint vendors.  I ordered a Sprint laptop connect  and the sales rep kept me on phone for over an hour and half.  This laptop connector wasn't supposed to cost me anything  if returned in 30 days.  I never used it and returned it that was credited.  But when I got my phone bill it originally was $278.00  even though my regular cell phone bill is $88.00  they claim I went over on my minutes and I disputed it and they finally broughoyt bill down to $150.00 approx.  I have a 450 minute plan and I have never come close to using all my minutes. I still feel that these are erroneous charges stemming from the hour and a half conversation with what I thought was a sprint sales representative not knowing I was using my land line minutes to try to  order a new service. Also everytime I call my Sprint store at 28th drive and metro pkwy Phoenix Arizona I end up continually using excessive land line minutes they always seem to be so busy they can't be bothered to take potential business over the the phone. I don't find your service to be that great and  the fact  you feel that your company doesn't have time to answer the business phone makes me start thinking you don't value  me as a customer.  I renew in July was calling about the new tecnophone to see if I can be placed on a list to be one of the first to get this new phone.
  • 0
    Ricky
    I have talked to about 10 customer service reps with each telling me that I am lying about my complaint.  In April I called to ask about replacing my phone, the rep told me since I have been a loyal customer he would offset the $100 deductible by providing me with a $100 credit.  That was the extent of the conversation.  A few days later I receive an email stating that they thank me for extending my 2 year contract.  At no point in any conversation did I agree to or was informed that the offer the rep provided was aligned to signing a new 2 year agreement.  The rep didn't provide me with that information but went ahead and noted in the computer that they had.  This is unethical and wrong for businesses as large as sprint to falsify records and then claim that I as the customer is trying to get over on them.  I'm getting off of this Sprint Network after 14 years.  I don't like when people don't live up to standards of integrity.B
  • 0
    Dave
    Well Gene, I have a 12 year business relationship with Sprint. I also have many horror stories. As a business and having a National Account I did not get very far either. All any phone company wants is your 2 or 3 year contract. After the contract is up they will be your best friend and sign you you up for a device that will be out dated in 6 months. As a business I expect a different level of service which I am not getting with sprint. Oh they will promise you everything and shove a new device in your face but will not deal with the problems you are having. I actually had my sprint rep sit in my office listening to his music on his phone with ear buds in his ear pretending to listen to my concerns. Even his boss sit there with no response. I politely ask him to leave and not come back because I no longer needed a service that is that rude. Let me know if you get in touch with the CEO, I would like to give him a piece of my mind as well. I will say that I am going to switch services and try and pull as many phones with my company away from sprint. At this point only a CEO could possibly change my mind.....in the comedian's words of John Pinette..." I say, Nay Nay". I just hope I get another 12 years out of my new phone service provider.
  • 0
    lovede
    Report sprint to the FTC!!! The fraudulently extended my contract without my consent. Class action!! I'm sending sending them a certified letter today May 27, 2011. Sprint has to be held accountable!!!
  • 0
    lovede
    I spoke to (Sarah) with the FTC today and she stated they do not resolve individual complaints but will compile on for a company level. My options are to file a small claims suit or a suit with the Federal District Court which I think I'm gonna do until a class action is filed. Sprint's customer service reps are fraudulently committing customers to their (2) yr agreement without their consent to meet their quotas and it's illegal. In addition, Sprint's customer service reps lie, and fail document properly. Report them to the FTC!! I see a class action against Sprint in the near future.
  • 0
    robert mirabelle
    Sprint sucks, we had it for ten (10) days. We could not get service in Ridgefield, CT. So we returned the phone and canceled service after ten (10) days before their thirty, (30 day) warranty was over. Since then four, (4) months later we have been receiving bills for service. We don't have service, nor their phone. Even though we have canceled service we still keep on getting billed and the bills keep coming and going up. We have called them four, (4) to seven, (7) times. Have spokened to Sprint's 'supervisers' at least nine people, or more of them several times, from Rebecca, Jenney, Maggy, Erika, Virgen, Steven to a John and a Jane (who cares at this point) at least they're not from "India" or maybe they should be! None of them could solve the problem, even though we have all supporting paper work and have faxed and scanned them to Sprint several times. That's it, my wife is on the phone with Sprint again and crying I have to go to get her off the phone she has had enough. Any suggestions, Bob
  • 0
    Terrance Smith
    have been with Sprint for over 12 years and i feel like i got treated with just disrespect by one of our supervisor he say. I called to ask to pay my past due on 10/14/11. for $62.00. He stated that he wouldn't be able to extend until 07/1411. with I DONT CARE attitude. I will no longer will be sprint customer nor my friends or family. I will make sure that other people knows my bad customer Service. agent name is KEVIN (913)323-8300 ext 7510305 in dept Linexa.. Kevin rudeness and his lack of care will allow sprint to lose an lot of valuable customer.

    soon to be your ex customer...  Terrance Smith (678) 517-4685
  • 0
    David
    I have been a Sprint customer since 2004. I currently have 3 smart phones on my account, paying an additional $10 per line for premium service. I just recently became aware of a design flaw with Sprint's automated pay by phone service. As it turns out, anyone from any phone can make a payment to ur Sprint account using save banking info that the automated service just casually provides over the phone. No ID# is required, no secret security question, not even the security code on the back of the card that ur making the payment with. If ur like me u pay ur bills when they are due and by priority. If I have a more important bill to pay before my cell bill is due, I'm not gonna pay my cell bill first, leaving my account insufficient for the more important bill. This is the situation I find myself in today. Supposedly, someone made a payment to my Sprint account with my MC using Sprint's automated pay by phone service. My Sprint bill isn't due until 11/11. I have a more important bill that has to be paid ny midnight tonight. Sprint says that my refund request has been processed but it will take 3-5 business days for it to apply to my account. UNACCEPTABLE!!! I am completely outraged by this. Don't know what to do. My lively hood is at stake here. Does anyone have any suggestions?
  • 0
    sprintbad
    Here is one for the record books. Thought I'd give Sprint a try for 2 reasons the iPhone 4S and their self described great customer service, 14 day return  (after activation) policy etc.

    I ordered the iPhone 4 instead of the 4S...my bad, I returned it unopened and waited 4 more weeks for 4S to ship....they took the liberty of activating my account and the 14 day counter when it shipped from the facility.....received the phone straightened out their misunderstanging regarding the 14 day trial period....had to return to phone, crappy Sprint coverage...all within the 14 day period.  

    First they suggested I owed them +$500.00, two months later $150.00 all this for using their phone and network for 14 days.  Such a deal, had to send a letter to Daniel Hesse to implore them to get their accounting systems in order.

    Regardless of the phone, will never sign up with sprint.....seems pretty clear why their stock is sitting at $2.00/share
  • 0
    good-bySrpint
    Ahhh!!! Finally notified Sprint's Cancelation department to cancel my phone service effective March 26 @ Midnight (my billing cycle was from the 27th to the 26th of each month).

    At 7:00p EDST I tried to use my Sprint phone and discovered I no longer had any service.

    I called Sprint from my new phone, from another phone company.  After much re-phoning and waiting
    I spoke with an Account Manager (Derrick), who informed me that it was midnight in Kansas;  "That should make it 11:00p on the East Coast!" I replied, "Only it is 7:00p."

    Derrick, the Account Manager insisted that March 26th midnight had come and gone!   When I suggested that that was probably true for a spot west of England, Derrick told me to stop being sarcastic!

    OK!  So Derrick didn't get an "A" in geography, nor did Sprint give him a crash course on Time Zones.
    Regretfully Derrick is only one of an army of Sprint Customer Service people that were miserable
    in resolving a problem. Because of Sprint's lousy service, I had stopped calling their Customer Service or Tech Support lines...the frustration wasn't worth the effort of fixing a problem!

    Thankfully this will be the last communication I will ever have with Sprint, useless they screw up on my last bill.

    I now have service through nTelos, a cell phone and internet company based in Central Virginia.
    To date, I have found their customer service and tech support to be superb:  No long waits on the phone...clear intelligent communication.  

    Good-By Sprint!  So Long!  I am so happy that I will never again use Sprint!
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