The Service is Great! The Customer Service SUCKS!
Written: Dec 21 '05 (Updated Dec 21 '05)
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Pros: Reps know what they are doing and usually do resolve issues. Service is great.
Cons: Hold time sucks, too many arguments, unauthorized upsells. A few dead spots.
The Bottom Line: I love the service, but hate the customer service. If I could find a better way to resolve my problems, I'd be happy. Its usually the reps causing problems!
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| RCarte2000's Full Review: General Reviews of Sprint Customer Service |
I have been a Sprint PCS customer for approximately two years now. I first obtained my cellphone, a NOKIA 3588i through an email advertisement saying I could obtain one. I had my bouts with credit issues and all of my previous phones were pre-paid. I may dive into that subject matter at a later date and time.
Sprint offered me a NOKIA 3588i along with a 2 year contract to their service with no deposit, no money down, and a great service agreement. I was to get 500 anytime minutes, reduced roaming rates, unlimited nights and weekends beginning at 9pm on Friday and going until 7am on Monday morning. I thought it was a wonderful deal.
I received my phone and it became time to activate. This was my FIRST encounter with Sprint Customer Service. This experience was actually pretty good. Things generally go well with any company when they are soliciting your business. During this first encounter, customer service:
*Made no promises they didn't keep.
*Did not try to kill me with upselling.
*Was very courteous.
*Was prompt and attentive to my needs.
Overall, this encounter was a 5 star encounter.
Once my service was established and I used it and enjoyed it, the customer service occurrences went south. I received my first statement for my service. I made my first payment. The next month came and went and I received the next statement. There was no credit of my payment, so I dialed into the network to contact customer service.
Second Call for Service
The wait time for activation is little to none. The wait time to call for service is unreal. I reached an automated menu thanking me for calling Sprint. I was then given an unreal number of choices. Press 1 for this and Press 2 for that. Once I finally reached the menu for billing and payments, I was informed that I must wait for an available representative. After seventeen (17) minutes, a gentleman greeted me and asked if he could help me.
On this call, the problem was solved rapidly, which was a relief. I was beaten senseless with upsells and I refused all of them. After approximately ten more minutes of my time wasted post-resolution of my initial reason for calling, I was finally able to hang up the call. This call was about a 3 star call.
A few months went by and I had no further issues. By the time my fifth bill came and went, I was settling into the Sprint PCS routine. I was a pleased customer. Then came the sixth bill. I opened it and my mouth hit the floor! My bill was approximately $20 higher than usual. I knew I hadn't gone over my 500 minutes. Upon checking over the bill, I saw that I had been charged for several optional services that I did not subscribe to!
Third Call to Customer Service
I went through the junk menu and reached a representative after 21 minutes on hold. I explained my problem to the rep and was informed that during my last call a few months back, I was signed up for a free three month trial to these services and that the trial had expired and I had not called to cancel so I was being billed for them! WHAT?!? I flew off the handle and let them know instantly that I NEVER signed up for any of that. The rep tried to tell me that I couldn't have been billed for it without agreeing to it and I informed him that if they tape their calls they need to review that one because I DECLINED each offer. Finally, he agreed to cancel each of the services and credit me for the charges. Ready for the clincher.... before I hung up, he attempted to upsell me 3 more products! AAAArrrrggggh!!!! This call was a 2 star call. I got the charges taken off and service cancelled, but the hold time was bad and the argumentative nature of the rep was pitiful.
I won't continue to kill you with the numerous calls to customer service that become overly repetative after a while. I'll summarize by telling you that after each and every call to Customer Service for the following six month period, I had services added without my consent and my bill grew higher and higher and I became more and more upset.
I finally asked for a supervisor who reviewed my account and agreed to add a password to my account. Without that password, no additional services could be added. I have had no problems since. I would advise any Sprint PCS customer to call in and do the same.
I added a phone for my husband in February of this year. To their credit, customer service handled this request graciously, granted additional credit on my account, got me an amazing deal on a second phone, and increased my service plan to the Fair and Flexible 800 minute plan and I received unlimited mobile to mobile calls and my nights and weekends began earlier than before.
Since making the call to the supervisor and then adding the additional phone, I have had no problems with customer service. That may be because I've only made one call to them in the past 10 months. Regardless of the reason, I feel that the infrequent the calls, the better.
I am just one person, but I have also read the reviews and heard the stories of other customers, including close friends and relatives. I also know of several people who finally cancelled their Sprint PCS service due to the issue of the illegal additions of products ending up in unauthorized charges down the line. It's very frustrating.
As for the actual service, I experience terrific area coverage with only a few dead spots in low lying areas between tall hills (West Virginia has some tall hills, you know...) and in very underdeveloped areas. Sprint has been increasing it's network coverage in leaps and bounds here, so I truly believe they will eliminate most dead spots before long.
The calls are crystal clear unless breaking off into one of those dead zones. I've never had anyone tell me they couldn't understand me or hear me and I've never has to ask them "Can you hear me now???" Sprint does offer quite a few price plans starting at $29.99 and increasing depending upon minutes and options such as internet access, roaming rates, etc. The "Fair and Flexible Plan" is the one that I make use of with the "Add-A-Line" program and I find that it is very sensible. I pay $49.99 for my line and $20 for my husband's line. We share 800 anytime minutes, unlimited nights/weekeds, and overages are placed into time blocks rather than being charged unreal by-the-minute rates.
My Overall Rating
Knowledge of Reps: 4/5
They usually know what they are doing, it's just getting them to do it!
Honesty of Reps: 1/5
I rarely got a word of truth out of any of them.
Hold Time: 1/5
I never got through to a rep (other than activation) in less than 15 minutes!
Problem Resolution: 3/5
Most of the time it was resolved, but usually after an argument.
I give Sprint PCS Customer Service an overall rating of 2 stars and that's not too good for a company building its business on communication.
Clarity: 5/5
I don't experience the "Can you hear me now" syndrome.
Overages: 5/5
I don't pay for individual minutes over my 800. I pay in time blocks after that, thus eliminating expenses.
Plan Choices: 4/5
Sprint offers many plans that you can customize to your needs. I'd give it a 5/5 if the prices were a little lower, but I can live with what I have.
Coverage Area: 4/5
There are a few dead spots, but those are diminishing frequently. Only the most understood areas seem to be dead zones and even in the "inbetween" areas where break up can occur, it often doesn't.
Overall, I give my Sprint service a 4/5 and seal of approval. I enjoy the service compared to many I have tried and not cared for. If they could improve their customer service and offer some specials on their plans, I'd be in seventh-heaven.
Recommended:
Yes
Amount Paid (US$): 49.99
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Epinions.com ID:
RCarte2000
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Member: Becky Carte
Location: West Virginia
Reviews written: 225
Trusted by: 58 members
About Me:
29 years old, separated, mom of a 4 year old daughter and 2 stepchildren.
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