Update on Customer Service?
Jan 25, 2003 (Updated Feb 5, 2003)
Review by mzzzz
Rated a Very Helpful Review
Just thought I'd update this. Sprint gave me what they call "credits" but which really means they corrected their mistakes. Just got the next bill and, oops, they show a new account balance from the prior bill because they failed to account for all of the credits. When I notified them, again, they of course told me that they are "sorry for any inconvenience." So far, I have been unable to find a phone number or email address for anyone with some authority at Sprint. I mailed my email exchange to them a week ago (last week of January) - I'll update this with their response, assuming I get one.
Recommend this product?
My prior review posting is below:
Having gotten completely fed up with dealing with Sprint's terrible customer service (rude employees, routinely incorrect bills), I thought the following interchange with their "customer service" might explain how they handle things. Please note I've been with Sprint since they entered the Pittsburgh market:
This response is unsatisfactory, as I've called you every month for three months to correct serious errors on my bill. Now you have shut off my service and it can't be turned on because your system is down. As I was so rudely told by one of your pleasant employees today.
I am tired of dealing with your errors, and your failure to send me correct and corrected bills.
Your customer service is atrocious. I'm expected to do all the work in having your errors corrected. As I've said for a couple months now, I will not pay late fees on bills that are paid late because you are overcharging me. I will not pay for the web, ringers or voice dialing when you've been told for three months to cancel it.
I get a new phone, for which you gave me a credit at the store, and a free phone to go with the shared account, yet both show up as charges on the bill. When I call to have this corrected, it takes 30 minutes and then I'm assessed a late fee for not paying that bill on time. I was told that would be removed, yet it was on the next bill. As are the ringers, web and voice dialing.
I have a legal right to receive an accurate bill before I have to pay. Yet I never receive one.
If my service has not returned by the close of business Monday, do not turn it back on and do not bother sending a bill. If you do turn my service on, I will not send you any money until I receive a correct bill.
The fact is that while I love your service and have been using it for years, after a point your terrible customer service outweighs the rest.
It is a shame that as a customer of Sprint since you entered this market that I receive such shabby, rude and flippant service. The fact is, however, that no one should receive such service. Perhaps you should go to the web and read what people are saying about your customer service.
Or read the following article from the Web:
October 25, 2002
SprintPCS gets pricing right, fumbles customer service
Well, I'm ready to buy, so I tried to get some information about the Sprint PCS Vision deal. Wow, what a mess.
As far as I can tell, the offer is not listed on their Web site. Nor is the phone number for customer service.
When you call Sprint, the recording tells you that "because of their new promotions" the wait time will be longer than expected. Has that message been changed since 1998?
The good news is that the offer is real. The bad news is that you have to buy a PCS Vision phone in addition to the PC Card modem. That adds about $250 to the price of admission and is another example of short-sighted bundling by the mobile carriers.
I asked the salesperson if any of the Sprint PCS Vision PC card modems work with a Macintosh. He couldn't answer that question, so he said he'd connect me with someone who could. That turned out to be "Clair", Sprint's lame voice-response tech support computer. Once Clair established that she had no idea what I was talking about, "she" forwarded me to another salesperson who couldn't answer my question and couldn't find anyone who could answer it. He finally suggested I go to my local Radio Shack and ask them.
No wonder Sprint PCS is losing customers.
Posted by bp at October 25, 2002 01:02 PM | PermaLink
From: Peg D. [mailto:firstname.lastname@example.org]
Sent: Saturday, January 11, 2003 12:14 PM
Subject: Re: ID #20030110141722
This is in response to your inquiry regarding the $109.00 Monthly Recurring Charge on your invoice.
Upon reviewing your account, I find that you have received a credit of $4.00 for the Sprint PCS Ringers and More option. This credit is reflected on page two of your invoice dated December 28, 2002.
I have issued a credit of $10.00 to your account for the Sprint PCS Voice Command and Sprint PCS Wireless Web options. This credit will be reflected on your next invoice. I have also removed the Wireless Web, Voice Command and Ringers and More options from your service plan as of January 11, 2003.
I also understand that you were to receive one of your phones for
free, but were charged for both the phones. I apologize for any
inconvenience this may have caused.
To best serve your needs, please dial *2TALK from your Sprint PCS Phone or dial 1-888-211-4727 from a landline phone. A specialist will gladly help you.
I also understand that you are experiencing poor coverage.
We need specific information in order to process a trouble record for this service-related issue. Please contact us by dialing the number given above. We will need the following information when you call:
1. Problem reported (description of problem and any error messages); 2. Date and time of last occurrence; 3. Where the problem occurred (street address with cross street and direction traveled); 4. Whether you were inside or outside of a building or car; 5. Numbers called (to or from); 6. The type of phone you own; and 7. The signal and battery strength at the time the problem occurred.
Thank you for contacting Sprint.
On Fri, 10 Jan 2003 14:17:23 -0600 (CST) you wrote:
>Customer Name: XXXXXXXXXXXXXXXXX
>Sprint PCS Phone Number: XXXXXXXXXXXX
>Account Number: XXXXXXXXXXXXXXXXXX
>Form: Question About My Invoice
>Bill Ending Date: Dec. 26, 2002
>Question: It is inaccurate, once again. I'm tired of spending 30
>month getting my bill corrected, in multiple phone calls. And always
>busy signals while on hold with customer care.
>I want a corrected paper bill sent to me immediately. My monthly
plan is $95,
>not $109. I will not pay a late fee for a bill that was incorrect
>and was paid late because of your problems. I am supposed to get
>dialing, rings and web free for three months, but it's charged, and
>that they be removed anyway. I was charged for two phones when one
>and the other was to have been only $49.
>This is ridiculous. I have been with you since you opened in
>service is getting much worse.
>If my phone is cut off, or this is not corrected promptly, I will
Amount Paid (US$): 100
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