Sprint Customer Service - creating adversarial relationships with every call
Written: Nov 21 '06
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Pros: I'm now deaf to 'musak' due to over exposure during Sprint Customer Service hold times
Cons: I can't get rid of Sprint even if I pay them to go away.
The Bottom Line: Run away. Run far, far away.
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| kmarwede's Full Review: General Reviews of Sprint Customer Service |
October 4th, 2006, I went to my local Sprint store and bought a business phone from the Sprint Store rep 'Edward S'. I went by myself. I gave them my business name, and my business tax ID. I filled out the contract, and I signed it. After my phone was activated I called my board members to notify them of my company cell number.
The board members wanted to know why my phone came up under my husband's name on their caller ID. I called Sprint, (keep in mind that every time I mention calling Sprint customer service it is a MINIMUM of 40 minutes of hold time), who informed my the cell phone number and service was under my husband's name, and only he had authority to access any information regarding the phone. Sprint Customer Service suggested I go back to my local store.
My husband and I went to the local store the next day, October 5th. I produced my paperwork. I showed the Sprint store rep 'Ryan G' what I had signed, and what neither I nor my husband had signed. The Sprint rep agreed it was a mistake and said he'd fix it.
The problem wasn't fixed. A week after purchasing my phone I talked with Sprint Customer Service every day for three days in a row. I went through 3 Customer Service reps, and 1 tech, all who couldn't fix my problem. Exasperated I asked for a manager. (If you ask for a manager at Sprint Customer Service you automatically extend your hold time to over and hour). I got through to 'Brandon' who said he could help.
And help he did, until my cell phone died. It had taken over two hours to get to Brandon, and my new phone just didn't have the staying power to make it through Sprint Customer Service hold time.
After I charged the phone, I tried desperately to get back to the only person who seemed to be able to help me at Sprint. I couldn't find him, and he never called me back. But Sprint Customer Service said the problem was fixed.
I received my first bill in the mail. Yes, it had my business name, but it was listed under my husband's name, not mine. I called Sprint Customer Service (remember; minimum 40 minutes), who explained that the changes to my account hadn't been uploaded in time to go out on the first bill, but would be reflected by my second bill. I was reassured that everything regarding my business' service was as it should be and instructed to wait a billing cycle for the corrections.
Three weeks later my husband received our personal Sprint service bill. My business phone and charges to that number appeared as well. I called Sprint Customer Service (40 min) who again assured me all was fine with both accounts and to wait a billing cycle.
Within a few days, my business phone stopped working. I went through the manual for the phone, but still couldn't get past the 'Sanyo' display. Since my business phone was dead, I had to call Sprint Customer Service from my personal Sprint mobile phone. But I couldn't get through to Customer Service because the automated message that greeted me wanted to 'update' my phone. I just wanted customer service. In order to reach Sprint PCS Customer Service, I called Sprint headquarters in Virginia after hours, which forwards calls to customer service in Salt Lake City.
By this time, I wanted to be sure I would not have any more issues with my Sprint service. But Sprint Customer Service will not allow you to speak with a manager unless you list your issues first. After 62 minutes, I was able to speak with the manager 'David'.
David explained that the issue with my Sprint PCS service needed to be taken up with my husband since he obviously messed up the initial contract.
I explained to David that not only could I prove that my husband wasn't in the store with me when I initially purchased the business phone on October 4th, but that he could prove it as well. My husband and I made calls to each other using our Sprint PCS personal mobile phones during the time I was buying my business phone October 4th. I suggested he look up the information available to him and gave him our personal mobile numbers to verify the facts.
David then said he would put me on hold and try to contact the local store. Mysteriously, he disconnected me.
I called back immediately, using the same 'through the headquarters' method as before. 'Tiffany' at the Salt Lake City Sprint Customer Service Center explained that 'David' had gone to lunch and the other supervisor was busy. I told her I would hold and wait for one of the managers.
At 41 minutes, Tiffany came back on the line and wanted to know what problems I was having. After giving her all the information, she said she wanted to contact the local store. I stopped her, and requested she do no such thing for two reasons. First, I was disconnected at a similar suggestion last time and I was lucky to get back to the same office, and second it was after hours local time and the local Sprint store would be closed. I asked her to please just put one of the managers at her office on the line.
She ignored me. I wasn't dropped this time, I was transferred to the local Sprint store and was greeted by their after hours recording listing their business hours.
I called back. I talked with 'Grey' at the Salt Lake City Sprint Customer Service office. He was very sympathetic to my situation. He even stayed on hold with me while we waited for a supervisor so he could be sure I wouldn't be disconnected. The un-named manager he had contacted did drop us, but Grey persisted and after 42 minutes of waiting handed me over to 'Jacobie'. Jacobie proceeded to tell me I had the wrong department and disconnected me.
I waited until the Sprint headquarters in Virginia opened. I called and explained that I wanted to speak with some one about problems regarding the Customer Service Center in Salt Lake City. I was then transferred to the Customer Service Center in Salt Lake City.
I called back to Sprint headquarters. I explained again that I wanted to speak with some one about Sprint's Customer Service Center in Salt Lake City. I explained that they were frustrating, stealing from me, and abusive. I asked that I not be delivered back into the hands of my abusers. I asked to be given a contact that could solve a Sprint mistake and possibly look into Sprint Customer Service rep behavior at the Salt Lake City office.
I was transferred to Sprint's Customer Service Center in Salt Lake City.
Der.
I called Sprint, November 19, 2006, to cancel my Sprint service. They explained that I needed to cancel my service during the first billing period if I had wanted to avoid a $200 penalty. I told 'Annette' at Sprint their own customer service reps asked me to wait a second billing period to reflect changes to my account to clear up problems they created and never fixed.
But of course that doesn't matter. In fact, I checked in with Sprint Customer Service today. They haven't even canceled my plan as requested. I suppose my husband will have to do it.
In summary, I have a broken phone for my business, which is in a name that has nothing to do with my business, and I am (or rather my husband is) being double billed as a business and personally. There isn't a thing I can do about it. I will have to pay $200 in extortion if I wish to be rid of Sprint.
In the end, I will pay Sprint nearly $1,000 for abuse. I've put over 25 man hours in visits to the Sprint store and calls to Sprint customer service and Sprint headquarters. I never received the phone or the 'service' I paid for. I received grief wrapped in the frustration knowing there is nothing I can do about it but take the abuse and pay for the privilege.
Recommended:
No
Amount Paid (US$): 1000.00
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Epinions.com ID:
kmarwede
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Reviews written: 1
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