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
They overcharge your account and add things on that you never ordered when you ask about getting them taken off, they tell you it's the most economical plan they have, they refuse to change your account and as long as you're "under contract, they treat you like you're dirt".
When you call to speak with someone they put you on "endless hold".
If you're one day late they add "late charges" to your bill that carry over forever until your bill is "up to date"even though you were never late to begin with.
If I can't get these overcharges taken care of I'm going to seek legal counsil to see what I can do.
These people are a bunch of rip-offs that have no conscience.
In other words they SUCK
Dear Sprint Executive team,
I am a loyal sprint customer for over a decade, i still have the old legacy free and clear plan, and for the longest time did not ever want to leave sprint because I was afraid to lose. The best plan ever since I was grandfathered in, I will always have it. Well, year after year sprint slowly phases out any phones worthy of using. I now have a free phone called the lg rumour reflex which was given to me when a sprint manager said it wouldn't even work on the network. well spoke to another manager who sent me the phone and it works. My old phone previous was the lg rumour touch which was fine, but the new phone does not get good signal in my home! I asked sprint to send me an airave to improve signal, but refused to send me one unless I called a special number! I am tired of writing emails and calling reps on the phone to get satisfaction. To get this new phone, I had to renew my contract for another two yrs to get the reflex phone, and now that I got it, it is the worst phone yet! I can't even use my phone at home since I get no signal, and my text messages arrive hours sometimes day later! The taxes seem to inch up year after year, and it's always a hassle to be rewarded since the premier program was abolished. No reward, no satisfaction for this longtime sprint customer. after years of sprint reps telling me that my plan will eventually go away and I have to upgrade to data plans, I am finally going to cave! I am beyond frustrated with sprint. In previous years, I have had corporate escalations where I threatened to leave, and they said..ok. We will let you out of your contract! I always balked and said, wow! You are going to let me go? And they acknowledged that if I wasn't happy, they did not want to keep me. I always stayed. Sprint will eventually not even offer phones that do not require data, somits just a matter of time. Now, I have truly had it...I am not happy, haven't been satisfied with sprint for the past year! I have a new phone that I can't use at home. look at my usage for the past few months...almost no calls, why? Because I get no signal! Now, I want to go try someone else who will really appreciate loyalty. please let me out of my contract and I will go away forever! I signed a new two yr co tract about six months ago, I would like to leave without any early termination fees.
Please have someone in the management tier call me
If any of you want an email address to execs it's bob.johnson@sprint.com
Also dan@sprint.com works
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Thanks For Dr okuta
Liliana Velez
3338 willow pass rd apt # B
Concord, CA 94519
Señores: -SPRINT PCS.
4900 Main, Kansas City, MO 64112
-SPRINT BY CALIFORNIA WIRELESS. (Sprint Dealer)
Sun Valley Mall, Concord, CA 94520
Phone (925)687-80-82
On the date December 13, 2014 I performed in the local SPRINT PCS located in the SunValley Mall in Concord California, wanted to receive information about promoting HALF PRICE, which is to cancel the service and deliver phones AT & T and get the same service for half the price that came today on the previous company, very kindly looked after me and made me a price quote of what you would pay monthly for this service more funding for new phones as follows. (I have in my possession the paper where the adviser who helped me write all actual prices with the handwriting of it) as follows:
52 (half price service new sprint).
10 lease office telephone (925) 4972656
10 lease office telephone (786) 8007776
8 secure phone (925) 4972656
8 secure phone (786) 8007776
88 amount to pay each month + taxes (not exceeding $ 100)
In addition to promoting Colombia 500 minutes
Calls to Colombia with 500 minutes included a fee of US $ 5 dollars that would be collected from 2016, if I were to spend 500 minutes additional minute to Colombia series of U $ 0.10 as it says the next page.
http://es.sprint.com/sdsupport/support/articl ... 40-02e31b18587c
My first surprise was when the first bill which totaled the amount of US $ 179.49 number invoice 179494 by which I communicated to the customer service line sprint, where I explained my plan was not the plan selected by me plan half price, my plan was a family plan of U$ 100.00 plus all fixed equipment financing charges, taxes, additional minutes etc. Wherefore they said they had to pay this sum to avoid suspension of my lines and I approached the office where I had taken my plan. Therefore I had to pay for this amount of US $ 179.49 without explanation or reason.
After making my payment continue my service so far without motive or reason line (786) 800-77-76 me disconnected and could not make or receive calls, so I had to immediately communicate with customer service where they said they had exceeded my credit limit of $ 130.oo this was for safety not to exceed the payment threshold, explaining my plan again appeared as a family plan of $ 100 plus any additional charges, I would restore my service online but they could not make changes to my plan, which was again approached the office where I make my purchase, about 6 hours later was revived my online service. After that I approached directly to the store to explain my case and everything that has happened since the time I got my service with them, where the same person greeted me and informed me that this would send his boss or person responsible to solve this. Therefore I went quiet thinking that this would already be solved when the following week on 3 occasions over the line (786) 800-77-76 was again off again for the same reasons as mentioned above, where I communicate with the Online customer service in more than 5 occasions where I said the same, "My plan was in as a family plan of $ 100.00 plus additional charges, as the plan was not initially requested half price plan".
In the following days I received the bill the following month where he was for a value of US $ 139.54 number invoice 139549 so as not service interruptions, but also by the overcharges unexplained I approached the office again where the same person initially examined me, received my complaint and I see all the problems I had with this course better service, and gave him to know my discomfort and wanted an immediate solution or would return their equipment and would cancel all services with them, because a contract is two parts where they also as a company must meet not only us as users. His only answer was the same will send an email to my boss to solve this. After 48 hours my line was restored and my bill was arranged and fall to US $ 63.26 which pay and gave me peace of mind because I thought that this had been solved.
Until yesterday 02/21/2015 received my new invoice which has a value of US $ 491.93, additional to that my service not only in line (786) 800-77-76 has been disconnected, also in line (925) 497-26-56, in conclusion I pay almost $ 500, I leave them without communication or in case of extreme emergency.
For that reason alone it I approached very offended and disappointed at the office where take service with the idea of clear everything and return the phone and they return me my phones at & t, which had to deliver because they required the promotion, explain where everything back to the person who has been serving me from the beginning, letting him know my displeasure at this situation has caused me time, money and stress by not receive what was promised me from the beginning.
His answer as always I will send a mail, and hope that my boss responds me to solve this, which also explains that the charge of $ 322 US dollars is a charge of 145 minutes of calls to Colombia and I must pay this sum My question "perhaps my plan has 500 minutes included to Colombia, and if I pass these 500 minutes should not charge me 0.01 penny as it was offered as is on your website at the following link ??
http://es.sprint.com/sdsupport/support/articl ... 40-02e31b18587c
Finally the last thing he told me was that I would not receive the phone and I would not return my previous phone, because I pay extra for the phone completely to cancel my service with them.
It is for this reason that come to this letter in finding an immediate solution to this headache and false promises companies do for us as users fall at his feet and then we will be caught in a way whitout end.
Well, I think that a contract is in two parts and if the rules are not met not only us as users must bear the burden, they also for their false promises with intent to sell and not only provide quality service and commitment
I would be very grateful if you help me in solving this,
Yours Faithfully,
LILIANA VELEZ
Account Number: 978630757
Cc. -Better Business Bureau.
-California Department of Consumer Affairs.
-California Attorney General.