Sprint’s earns a 1.7-star rating from 667 reviews, showing that the majority of mobile service users are dissatisfied with connectivity and customer service.
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overbilling
Sprint Customer Service:
My Name is Russell E Kirkpatrick I own a Private Investigation Firm in Omaha, Nebraska if you have had problems with over billing as I have and want to get something done about it. Please join me in a class action Lawsuit against Sprint. I am tired of this as many Good Paying Americans should be its time they have to pay us back for what they have over Charged us. Please email me with any and all Documents that you have for “You Being Over billed AS WELL” and I will personally take it to My Attorney who will start this class action Lawsuit.
Email: [protected]@ibi-investigations.net
PS. LAWYERS FOR SPRINT BRING IT ON
The complaint has been investigated and resolved to the customer’s satisfaction.
billing issues
I am moderately satisified with Sprint except when it comes to billing issues and keeping their word on discounts, charges, and included plan details.
When I signed up almost 3 years ago, the plan was to include free long distance and no roaming charges. Within the first year I was charged roaming. They explained that it was because my service was not in a Sprint area and it was long distance. If it was local no roaming would be charged.
This last year I have been charged roaming but Sprint did credit my acct. and told me that they added free long distance and roaming to my acct. This was verbal, on the phone. I have yet to see through my online acct. that roaming is included in my plan, but it has always said long distance.
When I renewed my contract last spring, I was offered either a $75 deduction on next bill or 10% disc. for the next 2 yrs. I opted for the 10%. In june I had to fight to get my discount. They had no notes in their system stating it. They corrected it and I rec. it until this last month. I was told by a rep. by email that I have never rec. a discount. After they looked again, they found I did, but it was set up as a 6 month deal. Sprint has deducted from my bill for discount along with $25 for the problems. I have requested a confirmation that I am to receive my discount for the rest of my agreement term.
I also have had problems with playing the pc version of downloaded music. They have yet to fix the problem. If anyone has had this issue and got it resolved, please let me know.
My advice to all would be to make sure you have the verbal agreements sent to you in writing and ask that they put it in their "NOTES" in your customer file.
The complaint has been investigated and resolved to the customer’s satisfaction.
I agree with this post. Sprint customer service reps. will say anything, promise everything and then fail to document the contact. When upgrading I was told that upgrading would not afftect my 30% discount I'd been getting for near 6 years. This discount was good thru 2027 and their records reflected this. Sprint had screwed my account royally twice and as a way of saying sorry had given me these discounts. Now Bill Newton in their executive dept. has said that it was incorrect for me to have been getting this discount and Sprint is taking it away from me to correct their error. They screw up my account, force me to spend hours and hours on the phone with them, say sorry for our errors, and take away my discount to run to 2027. If only I had a recording of their disservice department I would continue to fight.
You must record all calls to Sprint or they will not help you. If you have a recording, tell them you are recording for quality control and to make sure they get your order or credits done correctly. You can call the sprint executive office and play the recording and they will credit your account usually.
If they don't. Then pay the $20 and file a Small Claim in Small Claims Court where you live. Because Sprint sold you the service at your location, they are required to travel to your local Small Claims Court, as the court will mail Sprint their court date to meet you in court. If they don't come, you automatically will win, and the judge will determine the case. You must bring the recordings of everyone you spoke with at Sprint saying they will credit you or fix the problems, for the judge to listen to, plus bring all your statements.
The recordings are the only way to win with Sprint. Otherwise they will never fix your bill.
You can buy a small recorder online for around $80 by Olympus and save the recordings to your computer. A recorder will pay for itself in no time. I now record all calls for everything I buy, especially the utility companies, cable companies, satellite TV etc. They all will overcharge your bill, but if you have a recording of every call to the company, then the judge will believe you and you will win.
sprint shady billing practices
For the past three months my Sprint bill has been incorrect. I have had to contact Sprint for corrections. Even when the service rep indicates that the problem has been taken care of the incorrect service charges continue to appear on my monthly statement.
Most recently one of our Sprint phones failed, the phone was sent to the repair center for service; during the month that it was at the repair center $29 of unauthorized charges were incurred. I’m not sure I understand how that happens, the phone was broken and not functional yet Sprint was able to charge for services. The customer service person told me that she was authorized to credit the account, yet the account was not updated; resulting in a follow up phone call.
The replacement phone failed within three-weeks of receipt, a tech at the local Sprint store determined that the phone could not be repaired and replaced the device; they then mailed the phone to the Sprint warehouse (received and scanned on 11/17/08), where it remains to this date -- 40+ days later. I have for the past two bills been charged for the broken device, $200. Each time I contact Sprint to have this charge corrected I am told that I need to wait for the warehouse to update my bill; no one within the billing department has the authority to update/edit warehouse charges. Not only can they not update the charges related to defective device’s they also don’t seem to know the warehouse process and lack any amount of curiosity and our initiative to understand it. All of the representatives I have dealt with are, however, very competent at reading their script and encouraging me to wait for the process to be completed. In other words, I should be a good customer not make waves and wait for the one - two billing cycles, allowed by the warehouse process, for my bill to be corrected. Interestingly enough, Sprint doesn't seem to think they should have to wait for the $200 for the device (even though you have it in your warehouse.) Your systems were adequate enough to bill my account on the same day that the phone was replaced, five days before the end of the billing cycle. Since I haven't paid for the defective device, Sprint feels it necessary to send me nasty text messages and over-due billing notices on my account. My account is not over due nor am I delinquent. The phone is at the warehouse where it has been for the last 40+ days.
I would like to understand the warehouse process -- what happens at the warehouse that it takes more than 40 days to issue a credit to the customer account? Why does the customer have to wait for this length of time? Why isn't there a daily interface to the billing department to update customer accounts immediately when the defective device is received - I'm sure this can be done because you can easily, effective and efficiently bill the customer for the device the minute it is replaced, shouldn’t the process should also work in reverse? Why doesn't the customer service department know the warehouse process so they can explain it to customers, this seems to be a basic piece of information, especially since the warehouse practice is so unacceptable; why are the inner workings of the warehouse so secretive? Why does Sprint believe it is ok to sit on a defective device for 40+ days but expect the customer to pay? And why should the customer have to pay for the device while they are waiting for a Sprint approved process to complete? How would you expect the customer to have faith that they would be credited for the overpayment in an effective, efficient manner? Why does the billing department feel it is necessary to harass the customer by sending past due text messages and notices in the mail? When they can easily see that the device is "in the system" waiting for the secretive warehouse process to happen?
Consumer Reports recently rated cell phone companies and Sprint landed at the bottom of the pile - they were ranked fourth of the four major carriers in the US -- I understand why. Your billing practices are unacceptable -- I don’t owe you $200 for the defective phone - it was received four days after the Sprint store replaced the defective device. I don’t understand how it has become my problem that your internal systems and processes are antiquated. You have the phone and have had it for the duration of the past two billing cycles; yet it seems to be the Sprint business model to "punish" the customer. I am very concerned about damage to my credit score based on the inaccurate and false information related to my Sprint account. I pay my bill in a timely manner for the services I have subscribed to. I too have a process and it is to manage my bills in a timely manner and pay my accounts on or before the due date.
I signed a contract with Sprint and I feel that I am maintaining my end, I use the services and I pay in a timely manner for what I use. Sprint on the other hand doesn't feel the same obligation to me, its customer. You have had a defective device in your warehouse for 40+ days. You have yet to update and credit my account. Customer Service has no knowledge of the warehouse process only that it exists and therefore cannot adequately explain to me why it takes up to 2 billing cycles (60 days?) to credit my account – does this even seem reasonable? There is no way for me to access anyone at the warehouse for this information. Yet during this entire time Sprint is flagging my account as delinquent and harassing me for payment, which I do not owe and expecting me to sit quietly while my credit rating is damaged and “trust” in them to get this taken care of.
I would like to respectfully request ion that I be released from the Sprint contract at no cost to me for the three phones that I currently have with Sprint. At this time you have neither earned my business nor have you provided acceptable customer service. I can not deal with Sprint on the premise of "good faith" as I have no faith in your organization. The billing practices are questionable and I am forced, by lack of trust in the organization, to audit the monthly statement line-by-line; something for which I don't have time but am forced to make time each month to do. In any other industry that I deal, I am free to make choices. If I am dissatisfied with a financial institution, insurance carrier or credit card company I can withdraw my business at no cost. If I am unsatisfied with a physician, dentist or other healthcare provider I can switch at no cost and with no penalty. I can choose my retail stores based on quality and service, if I don't like them I can choose to shop elsewhere. I find it reprehensible that the cell phone providers are allowed to exhort money, absorbent amounts of money from customers to switch/change carriers. This in no way encourages them to provide quality customer service, honest and correct billing practices, or quality commitment to their customer.
I wouldn’t accept this low quality of service from any other service provider that I deal with and I don’t believe that I should be “forced” to accept it from Sprint. Please notify me of steps I need to take to be released from the contract with Sprint at no cost to me so that I can choose a more suitable cell phone provider.
The complaint has been investigated and resolved to the customer’s satisfaction.
well-written!
I was with Sprint for abot 5 years and left to T-mobile. Cannot be any happier with my decision. They are HORRIBLE! I ahd the same problmwith misc., charges on my account, when I would call, I woudl either get someone I could not even understand, get transferred, told that it was taken care of and not, or hung up on because they just didn't want to deal with you. Worst customer service ever! I have a friend that works at one of their slaes stations, and they even hang up on their own employees! The ones that are helpin them keep their jobs, if it isn' for the customer they woudln't have a job. There is power in mumbers!
sending false over charged bill to collections
six years of bad service and over charges, phones was sent in like asked after service was nomore bills were paid as they wishes, after things were in good standerds, I got copies of money order and postal receipt. confirmation num.[protected], date Mar.10, 2008, money order num.[protected], tracknum.r1o1081610938 phone was sent back that took $200.00 0ff bill
The complaint has been investigated and resolved to the customer’s satisfaction.
Sprint has the worst costomer service in the United States. Also famous for adding false charges to customers bills. No wonder the stock sells for $3. Sprint deserves to be out of business and it is amazing that a company like sprint is still around in 2010. I feel really bad for anyone who works for sprint(:
no refund
I've been a Nextel customer since I can remember, many years using their direct connect phones. I've had up to four phones at one time. Down to only two phones without a contract for years I lost one. I called Sprint to de-activate that phone and went to purchase another. After waiting for what seemed like over an hour I finally got to speak to a sales person. I explained that I'd been a loyal Nextel customer for years, no complaints, and wanted to try a Sprint "Rumor" phone. I asked if they could give me some type of discount trying to remain with them. They offered a small (worthless amount off my mthly.) Plus a $50.00 mail in rebate. I was satisfied and the salesperson stated my rebate would take about 14 days upon receiving my rebate form.
Two days after the initial 14 day period I called and was told that it would take a little longer due to processing. I waited some time after that and called again. This time they told me that it might/could take up to 2-3 mths for everything to be fully processed and then I'd receive my check.
Today... I decided to call them again and this time they told me I was declined? The reason? I hadn't signed up for a two year contract? Wait, I was never told about needing to sign up for a two year contract? If I didn't sign up for a two year contract why? Why, was I given a mail in rebate to begin with? At this point (the stupidviser) I was speaking to couldn't help me any further but to say sorry. So, I asked him to put his higher up on the phone. The manager; who sounded now, who sounded exactly like the supervisor, repeats the same song n dance. Where is my refund? No one ever told me not the one time in the store or the two times I'd called. The conversations are taped but it didn't really matter because in the end - I THE LOYAL CUSTOMER - got screwed. You should've read the fine print... yes, even me the loyal customer. Well here's what I think of Sprint... "F" u and I hope your company goes bankrupt asap!
Loyal customers should come first and be treated honestly. If I had to sign up for a two year contract to receive this lousy $50.oo then tell me duh! Don't make me think I'm getting this great "F'n" deal a.k.a. SCAM and then proceed to make me feel like a fool for not having read the fine print of this so-called form that was immediately mailed out - cause I trusted your salespeople!
Yeah, Sprint... You covered your ###'s well. I went over the 30 days (just as you planned) so I couldn't return the phone. But that's ok. Soon as the contract is up - you lose two loyal customers.
Soooo hoping your company and poor faithful lying employers get exactly what you all deserve.
The complaint has been investigated and resolved to the customer’s satisfaction.
dont ever get a internet card thrugh sprint
Last month I ordered a internet card thgh sprint bc I was going to b going on a trip and wanted to take my computer with me! Well they gve u 30 days to return the device if u dont like it! It was sooooo slow so I returnd it and they tell u when u r ordering it thy will only b chrgng u fr what u used! It took forever jst to gt them to credt everythng thy sd thy would crdt! Im so sick of talkng to diffrnt reps and thy say thy wll note the acct n thn thy dont and u have to explain ur self 10 million times what u need done bc the stupid reps dont note the acct! So in the end they crdtd every thing but 37.00 im so mad bc I only used it twice fr only abut 30 mins each and it ws so slow and it wasnt worth 37.00 worth! I had to tlk to a sup and everythng n tld thm once contracts up then im cancelng! They tell u when ur ordrng the card that u wll only b chrged wht u usd bt what thy really mean is thy will b chrgng u the firstmonths prorated chrge n thy wont crdt tht back! Beware dont order the sprint internet card
The complaint has been investigated and resolved to the customer’s satisfaction.
I have 4 sprint air cards, two are USB. The other two are over two years old. I have never had any trouble with any of them. I have sprint phones and have the $99 anything plan on each phone.
I've got 4 sprint air cards, two are USB. I've never had a problem with any of the four. The oldest two I've had over 2 years. I have four sprint phones and the $99.00 per month anything on each.
The card is crap. It is extremely slow. That plus their phone costs me almost $200 a month. Ridiculous! Can't wait to cancel. NEVER GET THE SPRINT AIRCARD It SUCKS
bad service
For two weeks now, I have been unable to get a signal on my Sprint cell phone. It'll be in fine working order one day, then unable to find the network the next. For 24 hours now, I have not had use of my cell phone, AKA my only phone. Sprint customer service being what it is, I have only received the reply, "There must be an outage" - with no information whatsoever. I live in Chicago, IL! The third largest city in the country! This is unacceptable and I would like a refund for the days I have been without service.
The complaint has been investigated and resolved to the customer’s satisfaction.
The Nextel/Motorola i580 is complete junk. Sprint/Nextel markets this phone as "Rugged Construction/ Military 810F Spec" and "Rain-Resistant." Nothing could be further from the truth.
I have gone through 5 i580 phones, each replaced with a $50.00 fee, one of them for free. Here is how each phone met its demise:
i580 # 1: Screen in front went blank
i580 # 2: Both screens malfunctioned
i580 # 3: Screen in front malfunctioned
i580 # 4: Phone kept calling 911 on its own in a county 1.5 hours away that I have never been to. It would do this even when the phone was powered off.
i580 # 5: Dropped 2 feet and screens broke. It got wet due to rain.
I called Nextel to address the issues and they want me to dump more good money into this POS. I have been a Nextel customer for years and have never had issues until the i580 came into my life.
I can not imagine any military using this. Clearly this phone is cheap junk. I am upset that Nextel will not take care of its long time customers.
STAY AWAY FROM THIS PHONE!
not their probem because of policy
Hi,
I needed help activating my 8400 Sprint cell phone that I received from the insurance program. I stood at the wall phone at your SW 17th street, Ocala, FL store, McCall communications for over one plus hours with excellent technical people listening to my frustration concerning the 8400 inability to download my contacts from Sprint network and how to log on to GPS.
None of your stores technical people were willing to help. I was told that your policy is that I would have to pay $36.00 to get their help to activate my phone. By now my phone was already activated I just needed help with the downloaded on contacts and login into GPS.
So for over an hour I stayed frustrated with three technical people from Sprint on the phone trying to help me. When it would have been so easy for one of the technical people in the store, who by this time was available, to look at my phone and at least log me into GPS while we waited to see if the contacts were going to download into my phone.
Your policy created an environment of rudeness and frustration because the technical people at the store could have and should have been able to help my out of courtesy. A problem that could have been resolved by one of the store's technical people in a few minutes turned into a two hour problem.
I left a "Sprint" store realizing that the technical people were ignoring me because it was Not their problem. So because they are a third party store I was treated very unkindly.
Your present policy system does not work and I will not be recommending Sprint because your vendors.
Thank you.
Peace,
Sarah Angel
PS. It took another one hour with your Sprint technical people, McGel ( I may be spelling his name incorrectly), he try and try to help me over and over again. He wanted only to give me the best service. Unfortunately it took over an hour to communicate to a non technical person over the phone all that must be done to get the phone set up probably.
PS. I believe you need to clearly identify your Sprint stores from your third party stores because in the end I was treated poorly by Sprint. If I had known I would have never visited your third party store.
I can assure anyone that thinks about going to McCall "dont"! The company had negitave experience after negitave experience and the support to assist by Mrs. McCall told me why the company has such poor customer service. My advice is "if" you go to them, get documentation on everything - don't trust anything they say cause they will not follow through.
I got raped in the face in McCall's bathroom by a slimy hispanic male, of average puerto rican height.
Read your reciept...YOU SIGNED IT!...therefore agreeing to what states:
"When returning the phone or other device, it must be in the original packaging and include all kit components"
That "original packaging"...yeah...THAT MEANS YOUR BOX
It's not the fault of any employee of McCalls that you clearly can't follow simple instructions.
i agree, they should make it clear that their policies do not follow sprint and nextel's policies. you would think that they would be the same, but be cautious. i just bought the new curve for $250. i am having problems with it; reception is horrible, the alarm does not function correctly, and when i answer the phone, the 1st 3-4 seconds are on speakerphone. i called nextel support, they told me to bring it to the store i bought it from. i called 1st before i did, they had to order my phone. i called on the expected day, and i was right by the mall finishing a job. sara the manager told me it was in and i could come get it. i told her i'd be in as soon as i completed my job. about 15 minutes later karli, my salesperson, called to tell me i needed to bring the box or they would charge me $250 to be refunded back in a week or 2. i told them it was in the trash and asked for a different way to swap the phone. they told me either the box or $250. at this time i was driving past the mall as i'm speaking to them. they told me it would be a waste of time, so i didnt stop. after work i went home (40 min from the mall), we dug out the box from the trash (it was gross), i took a shower and made it to the mall by 8:35p. with the box and phone, the swap should be done by the closing of the mall right? wrong, i left at 10:10pm, and it gets worse.
as i entered the store, sara was at the 1st register, so i stopped there and set my box (in a zip-lock bag) and my phone on the counter and asked for my new phone. she looked at it and went to the back room for a few minutes. she came back and told me that because the way they ordered it, i would have to pay the $250 and get the refund 1-2 weeks later. i asked her why she had me drive 40 min home to get the box and drive 40 minutes back to bring it to avoid the $250 charge. she replied it was policy. i asked her why the her and the 5 or 6 other people i have spoken to over the last few days never informed me of having to pay an additional $250. she didnt know. at this point, i already wasted about 2 hours on trying to get my brand new phone that doesnt work, for the one sitting in the store. i was told if i broke it, i would get the one they had with no problem, i have insurance. but if they swap me a brand new phone, they have to charge me $250 (to be refunded). by now i'm completely irritated and told her to just run it thru so i can go. at this point she asks me if i'd like to bring it to the corporate store (i passed on the way) to get my $250 back. i asked her if i can just bring it there for the swap and get the refund all instantly. she told me yes. i asked what time they closed, she told me 9p... it was 8:58. i asked her why she didnt tell me that a half hour ago so they could have taken care of me... again, sara didnt know. i forgot to mention, sara is the store manager.
it gets better, she had issues activating my new phone (reason for me leaving at 10:10pm). i reminded her again that i use the phone for business, and i need one that works, not to screw around with one i may have problems with, just give me my crappy one and i'll go to corporate tomorrow. she told me it would be ok. it was way too late and nextel order support told me their hands were tied (mccall is independant), so i just left. i left the store with a blackberry with only contact info, not all my info. when i asked her where all the other info is, she acted suprised, like it was an odd request to have all info moved to the new phone... they did a complete transfer when i upgraded a few weeks earlier from the 7520.
DO NOT BUY FROM MCCALL COMMUNICATIONS! BEWARE OF THEIR POLICIES!
they keep billing me, even though I closed my acct over two years ago!
Sprint is greedy, disorganized, and I hope they go down like Enron did. I have been receiving calls from debt collectors for over two years now, regarding my Sprint acct. First they wanted 45.19 dollars, so I paid it with my debit card. I thought I was over and done with. Sprint thought, that because I paid my debt off with them, that I wanted my service restored, so months later the same collection agency called me, saying this time I owed Sprint 43. dollars. So like an idiot, I paid it again. They were threatening my credit was going to be ruined. Sprint sent my acct to collections a third time! This time I got smart. Instead of just hoping the mess would go away, I wrote down all the information. The name of the company, the city, the woman I spoke with, the amount I paid, and 3 numbers to call Sprint to close my acct down once and for all. I called Sprint, and shut my acct down. I was assured by Sprint that my acct was closed, that my balence was at zero, that I had nothing to worry about. You can imagine my horror and disgust when I got a call from another collection agency last week, claiming that my acct with Sprint was still open, and that I owed them 29 dollars! Of course I disputed it. I called my bank, and am having them mail me the statement that I indeed paid 44.32 to a collection agency last spring. Mind you I paid my bill with Sprint 3 times! I called the collection agency back, and am also having them mail me a statement saying that my balence with Sprint was paid in FULL.
I don't understand why Sprint has restored my acct. I never authorized it! I have a been a very happy customer with Verizon for two years now, and plan to get another two yr plan with Verizon. Everyone knows Verizon is the best coverage in NYC. How dare Sprint re-activate my acct, and place charges on my acct. Aren't people doing their job?
What do I have to do to make this go away? Is Sprint going to come after me the rest of my life? I have paid Sprint 3 times over. My balence is at ZERO, it has been for years. Shame on Sprint for being so disorganized.
I am sick of this.
I agree. Spirit is unfair.
I've had spirint since 1996. Renewing our contract very two years & paying $90.41. My contact expired Feb. 7, 2009. I no longer wanted spirint. I also thought the bill was to high for the service.
I phoned Spirit explained my contracted expired. I want to cancel effect immediately. I was told by spirit. Even though I have no contact. I couldn't cancel in the middle of a billing cycle. They won't turn off my phones. I called three times & each nasty representative told me. You can't cancel. Spirit bills one month in advance.
So, now I am going to be billed another $90.41 for service I don't want. I am being forced to paid until the end of THEIR billing cycle.
I have a feeling this going to take months to get rid of them. Not going to let them off the hook to easy. Calling again tomorrow to ask them to cancel service.
My opinion, careful with Spirit please, everyone.
hidden charges strike again
If you are having a problem with hidden charges on your sprint cell phone bill and they are ignoring you, this may save you many hours of research because I have done it already.
Brief description of dispute:
On 10/15/2008, while changing plans from the ($129 talk / message/data share 1500 plan) to the ($99 talk/message share 1500 plan) and replacing a phone on warranty at sprint, (3702 s. Fife st. Ste. B, tacoma, washington 98409) , rep. Id# (532632) failed to put the ($15.00 vision package) on phone #1 and block internet usage on the other 3 phones on the contract as I requested several times. This resulted in the following hidden (Overage additional casual usage) charges for bill date 10/30/2008:
Phone #1 $75.00
Phone # 2 $75.00
Phone # 3 $19.29
Phone # 4 $6.75
Total—$176.04
On 11/2/2008 I was shocked when my bill was $316.15. I immediately went to the sprint store in tacoma on 3702 s. Fife st. Ste. B, tacoma, wa. To have these charges removed. I talked to an associate named teri. She said she added the $15 internet service to phone # 1 and blocked internet usage on the remaining three lines on the contract like I wanted, but she would not remove the $176 worth of previous overage internet access charges. I calmly asked for a resolution and asked for a supervisor but they were busy. I gave teri a typed copy of my complaint to give to her supervisor. I was told that I would get a call back, but no one has contacted me. Even though I have been very polite, professional and calm, I have been ignored by sprint management. When I call customer service, I get the run-around on the phone. I get put on hold a long time to talk to people who barely understand or speak english. To avoid filing a case with the better business bureau I mailed requests to settle this dispute to the following sprint addresses:
Sprint
3702 s. Fife st. Ste. B,
Tacoma, washington 98409
Ksopht0101-24300
6391 sprint parkway
Overland parkway, ks.
[protected]
Board communications designee
Sprint nextel corporation
6200 sprint parkway
Overland parkway, ks.
66251
Sprint pcs
P. O. Box 8077
London, kentucky 40742
No one contacted me. I took the next step and filed a complaint
Through the better business bureau online http://welcome. Bbb.Org / 11/10/08.
Bbb of greater kansas city (Kansas city, mo)
8080 ward parkway, suite 401
Kansas city, mo 64114
Phone: [protected]
Fax: [protected]
File complaint to: www.Bbb.Org
Email: [protected]@kansascity. Bbb.Org
Web: www.Kansascity. Bbb.Org
As you read the detailed version of this dispute, you will realize how much time and resources it took to get all the phones on one family plan that works well for us. I filed this report as a last resort effort to help sprint understand that they should remove the $176.00 and taxes if applicable.
Detailed version:
The purpose of this letter is to inform the public how sprint takes advantage of their customers by allowing hidden charges to aquire while making it difficult to remove them. We want to continue using sprint services and maintain a positive business relationship but sprint’s failure to resolve the following dispute is causing me to take definite and complete action. Removing $176 worth of hidden overage charges and taxes if applicable will resolve this issue. An associate forgot to add the $15 internet plan to one phone and block internet access on the others as I requested. This resulteed in $176.04 of hidden overage charges applied in less than 30 days. When I went back to the store, they corrected the problem to prevent future charges, but they would not remove the previous charges. I feel like my case is being ignored so I am writing to various sprint offices, filing a dispute with the better business bureau, sending this dispute to every online consumer protection service I can find, and getting ready to file with the fcc and attorny general to see if sprint’s obvious mistake can be reversed. I would rather have good relations like I have had for years with sprint, but their failure to communicate is forcing diligent, professional, and legal action.
My wife and I have been loyal sprint customers for several years. We have never missed payments and have kept lines of communication open. We have completed most of our transactions through & ldquo;sprint” on 3702 s. Fife st. Ste. B, tacoma, wa. Because we use to think that the employees there were helpful and professional. It is unfortunate that customer relations are sacrificed over a simple obvious mistake of $176.04
This is an attempt to help the public settle similar disputes and stop sprint from taking advantage of their customers by following an action plan to stop hidden charges.
Action plan
11/3/2008 send notification to letter to sprint store in tacoma on 3702 s. Fife s
Tacoma, wa. To express intent to settle dispute and avoid third party
Involvement. (Complete)
11/4/2008 request board communications designee to forward complaint to appropriate
Groups within sprint for processing and response. (Complete)
11/5/2008 send letter to sprint pcs in london, kentucky. (Complete)
11/6/2008 communicating with several media groups that have expressed their interest
In this complaint. (In progress)
11/10/2008 filing complaint with better business bureau (Complete, complaint #7208320)
11/11/2008 notify all sprint departments in this action plan of b. B. B. Case # (In prgress)
11/12/2008 posting complaint in www.Consumeraffairs.com/cell_phones/sprint_pcs. Htm
And five other consumer protection medias. (In progress)
12/11/2008 file complaint with federal communications division (If not resolved by b. B. B. )
Esupport. Fcc.Gov/complaints. Htm (Gathering info)
12/12/2008 filing complaint through attorney general (If not resolved by b. B. B. Or fcc)
www.Atg. Wa.Gov/fileacomplaint. Aspx
Detailed summary of dispute:
On aug. 15, 2008, my wife took a blackberry in because it was not working correctly. During the conversation with rep. Id# (532632) , it was noted that we would save money and have unlimited messaging by switching from the fair-flex family 2500 plan to the $99 talk/message share 1500 plan because we don’t use that many minutes. My wife asked for a copy of the detailed contract but instead she was verbally reassured that all phones including the blackberry would be on the plan.
We were expecting a bill of an approximate amount of $130 but when the bill was posted, it was approximately $117 higher. The blackberry phone was still on the fair-flex family 2500 plan. It had not been switched over to the.
On 9/1/2008, I called the tacoma store, on 3702 s. Fife st. Ste. B, tacoma, wa. There was not an answer, perhaps the store was closed because it was labor day; nevertheless, there was not an answer so I preceded to call sprint phone service. Rep id # 439136 at sprint services insisted that I switch the blackberry phone to the blackberry 450 plan to at least lower the bill some. Her persuasive conversation insisted that this would be the best plan, so I agreed. She said & ldquo;only the store I purchased the $99 talk/message share 1500 family plan from would be able to put the blackberry phone on that plan. & rdquo;it was understood that the blackberry 450 plan was only temporary until I was able to go to the store in tacoma and have the blackberry phone changed to the $99talk/message share 1500 plan.
On 9/6/2008 my wife went to the tacoma store and talked to rep. Id# (532632). She apologized and said she would fix the problem by putting the blackberry phone on the $99talk/message share 1500 family plan and made an adjustment to the account, which brought the bill down to approximately $126.
On 10/13/2008 I took the blackberry phone in for the 3rd time because of problems and another one is on order now. I also noticed that my bill was approximately $100 over last moths bill. The blackberry was still on the blackberry 450 plan. It was not switched to the $99talk/message share 1500 plan as promised. Nicholas, rep id# 532635 said that they could not put a blackberry on that plan and switched all phones to the $129 talk/message/data share 1500 plan. He said this was the only alternative that would lower my bill. It lowered the bill by $5, so my bill was still approximately $100 over original estimate and $60 over the original fair-flex family 2500 plan we were on before sprint representatives insisted that the changes would lower my bill to start with. Finally, all four phones were on the same plan, but it was not the plan that was promised. It was a plan that cost $100 more a month and gave us services we do not use often.
On 10/15/2008 I went to the sprint store in tacoma on 3702 s. Fife st. Ste. B, tacoma, wa. And asked to resolve these issues. I talked to rep. Id# (532632) again. I stated that I wanted a fair settlement to avoid filing a case through the better business bureau. An agreement was made by replacing the broken blackberry with a phone that was compatible with the $99talk/message share 1500 plan. I told her that I wanted the $15.00 internet service on my phone (#1) only. Internet access on the other 3 phones should have been blocked!
On 11/2/2008 I was shocked because my bill was $316.15. After spending much time analyzing the bill, I realized rep. Id# (532632) failed to put the ($15.00 vision package) on phone number 1 and she did not block internet usage on the other 3 phones on the contract as I requested. This resulted in the following (Overage additional casual usage) charges for bill date 10/30/2008:
Phone #1 $75.00
Phone # 2 $75.00
Phone # 3 $19.29
Phone # 4 $6.75
Total—$176.04
I immediately went to the sprint store in tacoma on 3702 s. Fife st. Ste. B, tacoma, wa. To have these charges removed. I talked to teri. She said she added the $15 internet service to phone # 1 and blocked internet usage on the remaining three lines on the contract like I wanted, but she would not remove the $176.04 worth of previous hidden overage charges. I calmly asked for a resolution so I would not have to file a case with the better business bureau but no progress was made.
I believe it is very obvious that these dilemmas are a fault of sprint and I have professionally attempted numerous times to resolve these issues. I believe I have been fair, professional and very patient to settle this dispute without third party involvement but sprint has failed to recognize this.
Settlement request
Remove the following charges from my bill:
Phone #1 $75.00
Phone # 2 $75.00
Phone # 3 $19.29
Phone # 4 $6.75
Total—$176.04
I had the same problems with my bill. I just called the 24 hour a day customer service number every month and got the charges taken off. It happened four months in a row. Now, we have free internet on two of our phones as an apology.
I am so sorry you went through all of this! But, I'm glad you're smart enough to check the bills. I hate hidden fees, too.
Complaints on Sprint Corp. Headquarters-File your complaint with the BBB at: http://kansascity.app.bbb.org/complaint/new/98010534
default phone
I hate this phone!I love the features on this phone but it freezes. For example I can make a call and have it ringing at the same time because the phone has froze I cannot hang up or answer the call. I have been on a call and slid the ignore button and the phone hung up on the person I was speaking to. Then the person I hit ignore for was on my phone, but the "instinct" read missed call.In addition, when I try to watch tv or videos I have blocks then a green screen. It produced the wrong commands. Oh did I mention that this is my "second" phone! Sprint is telling me I have software failure but does not want to own up to selling me a defaulted phone!
I also have the Instinct and from the first month I had the phone it begin to malfunction, I am convince that this phone was a marketing strategy to bring customers in to contracts. It was sale pitched as competition for the I phone. I truly believe this phone was just thrown out there so the consumer dogs would catch it and bring the money in. So what does this say concerning the integrity of Sprint. with this knowledge we can't trust this company with future purchases. Notice all up grades must come with added years. make the problem and the solution. I've had it and I'm angered by the mistreatment of this company. If the voices of all Instinct owners would gather their frustrations and we file a class a lawsuit this will stop companies from operating fraudulent practices in order to make sales. if a phone say it's to do something it should function as describe. I will never buy again from this company as well as my children and my children children. I will be seeking legal advice for us all... I hate this phone and the company it represents.
I emailed Sprint a few months ago to tell them about all the issues that were coming up when using their "iphone Killer" the Instict. They told me that they were not aware of any issues and implied that it must be user error because their phone had "...shattered previous cell phone sales..." and that I must be making a mistake.
I unfortunately had to dive in to my pool after my 12 month old son the other day not remembering that my prized Instict was in my pocket. The phone was ruined. I had to buy another telephone from Sprint at full price but it didn't bother me so much.
Sprint sucks big time. I hate them form day one for not giving good coverage and offering a lot of cheap phones.
I know someone who put in a FCC complaint about how the instinct was marketed as an iPhone killer and how they were going to release lots of independent programs for it. Then they released a phone that is basically of Beta quality, and changed their marketing to have the representatives in the store stress that it is "not a business phone". It took several months before the complaint was answered, but eventually they were let out of the contract. They said to "Never call them" and to "insist that all correspondence is written. Here is the email conversation (over a couple of weeks) with names redacted.
Sprint: 4/28/09
Mr*, *********,
I am responding to complaint that was sent in to our Executive Offices for Sprint Nextel. I apologize for any inconvenience you may have experienced regarding your service. We appreciate that you have taken the time to bring this matter to our attention. Can you please contact me at your earliest convenience regarding your complaint? I look forward to speaking soon.
Customer: 4/28/09
Mr*, ********
Thanks for getting in touch with me about this. If you are able to look back, you will be able to note that I am a Sprint customer for more than a decade. Originally a corporate account through my company ****** Technologies, where I was CEO and then through its sister company ******** Technologies again where I was a Partner. I feel my complaints were well laid out in the filing. The filing was not done lightly, or on a whim. The Instinct phone was described in the months preceding its release as a iPhone killer. At the time of my purchase it was shown to out run the iPhone in controlled download speed in Sprint commercials. The buzz was about the upcoming applications that were going to be developed for it. I purchased the phone through an early preview the day before they went on sale to the general public, and at that point I feel confident that I knew more about the phones than the sales person who sold it to me. The reviews never once mentioned that this phone was not a "Business" phone, or that in essence purchasers of the phone were basically working as Beta testers to a phone that was borderline functional and in a business sense, rudimentary in design. I recently had my phone replaced because of the issues it was having since day one. The problem was not the phone however, because this replacement phone exhibits the same lockups and pauses the old one did. I also wonder why I, as an early adaptor, have been targeted unfairly for forced detention from leaving this lemon model behind; while later adaptors were treated to a reduced initial price and reduced buyout over time. I went into this relationship with good faith, and have been summarily dismissed in every opportunity I have given Sprint to make a good faith response to my plea for help. I have all of those documented at home as I am sure you can look up in my history. I guess the ball is in your court as to how this will end.. I do not have high hopes. While I am sure it would be pleasant to speak with you personally, my dealings with your company, and verbal promises that went undocumented and then later dismissed have left me a bit cold. So I request all correspondence be in writing either through snail mail or email. Thanks!
***** *************
Sprint: 4/29/09
Thank you for your response,
Your email contains a wide range of concerns and we certainly understand your frustration. In order to resolve your concerns, we need to speak with you directly. Can you please contact me at your earliest convenience on the phone number listed below?
Customer: 4/29/09
Thanks ************. Several problems with direct calls. First, this is my work time also. Second, and perhaps more important in my mind, is that "talking" with sprint over the years has yielded no results. It has led to promises that were simply denied by the next person I "talked" to. I know an email conversation can be slow, but at least I can point out who I spoke to and when. If you have any questions about any of my concerns feel free to email those questions to me and I will expand on whatever you would like to know, as my time allows. There may come a time when a phone conversation might be appropriate, but I do not feel that now is that time. Email allows me to think out my reply, and I appreciate that opportunity more than most. If simply resolving this is your goal then present me a plan to do so.
Thanks,
***** * *******
Sprint: 4/30/09
Mr* ***************,
I do understand your disappointment with the instinct. I am currently trying to assist you to the best of my ability. I am unclear at this point of what you would like to see happen. Again, I would like the opportunity to speak with you regarding your concerns.
Customer: 4/30/09
Hello *********,
I am glad that you understand the weakness of the Instinct. I too wish the product had lived up to the hype. What I would like to see happen is for me to have the freedom back to make my choice again. I would likely stay with sprint due to my data connection being a sprint USB broadband connector that I have been very happy with. I have also indirectly led to the selling of quite a few of these (being an higher level IT guy). I also have been with Sprint for more than a decade, and at the last go around found that it was worth it to me personally to stay. But having put up with this phone and the TOTAL lack of support, until you obviously, I would like the freedom to evaluate my options without penalty for the phone or the contract since the contract was forced by the phone.
Thanks.
****** *********
P.S. On a personal note, I appreciate your efforts here. You should also know that the feeling of distaste for Sprint/Nextel is palpable at the location in Cary, NC at Crossroads Mall. You only need to spend a little time in there (or two hours like I did waiting to be told my phone was not working well) to see the disdain in your customer base. Sprint would do well to try to fix that relationship. Start by treating your longtime customers such as myself as a partner, and not as someone likely to jitter off and run to a new provider. Make it worth it for me to stay. Be the first to offer amnesty from contract change penalties after 4 years as a customer. Use that to lure back long term customers who have been gone less than a year or two. That would make you unique in the industry. There was not nearly the same negative buzz at the AT&T and Verizon stores also located at that mall.
Sprint: 5/6/09
I apologize for the delay in responding,
I will discuss your concerns with our Executive Group and get back to you shortly.
Customer: 5/6/09
No problem, and thanks for your professionalism in handling this.
***** ******
Sprint: 5/7/09
Thank you for your patience,
Your account is still being reviewed at this time. Your complaint stems around the fact that you do not like the functionality of the instinct handset. Can you please advise how you would like to see this complaint resolved?
Customer: 5/7/09
Hi ************,
That seems like a gross simplification of all the emails we have shared to this point. It seems more targeted at posturing than fixing the issue. I know you are dealing with a lot of people so I would appreciate you going back and re-reading that which was submitted in the complaint and the emails that we have traded up to this point, and gain a fuller understanding of what my issues are and how I would like them resolved. Do I like the Instinct as a product? No not really. My complaint more goes to that what was released was not what it was put forward to be. The subsequent support that promised my patience would be rewarded and it never was. In recent emails I feel I laid several good alternatives on the table and have been most reasonable in my approach. I found your most recent reply to be a step backwards, I hope that I read it wrong.
***** *******
Sprint: 5/8/09
Mr*. *********,
I have carefully read your complaint and fully understand. You have clearly stated that you are not happy with the instinct. Base upon that fact, what handset are you interested in and we can supply you with some pricing based upon your eligibility.
Customer: 5/8/09
Mr*. *************,
I fail to see an understanding of my complaint based on your own email. You continue to try to couch this complaint totally as my dissatisfaction with the Instinct, when the complaint is that the Instinct is not what Sprint represented it to be at the time of my purchase. While it is true that I do not like the Instinct, this is not the center of my complaint. Your continued focus there is either mistaken or disingenuous. Your reason for doing so is understood, because then you can throw me back into the Sprint contract box and you can pat yourself on the back for resolving this. However, your representation of the issue is off and this complaint does not fit in that box.
So there should be no more uncertainty with my point of dissatisfaction. I have made my suggestions and would now like to hear from you exactly what Sprint is willing to do remedy the situation. I have paid over $1, 100 (not including taxes) on a plan for a phone that does not meet my needs, based on misrepresentation of the product detailed in FCC, 09-C00086208. I have put forward suggestions in the emails on how to resolve this that have not included the sum above (as I believe could be fairly requested under the circumstances) and received only more requests for suggestions and mischaracterizations of my concerns. I now leave it to you to provide a suggestion on how to resolve this.
I have noticed that a couple emails have fallen out of the trail and I will reinsert them below. I look forward to hearing a Sprint suggested resolution.
****** *********
Sprint: 5/11/09
Thank you for your response,
Again I do understand your frustration regarding the instinct and the way it was presented. We need to speak with you in order to resolve this complaint. Please call me at your earliest convenience on the phone number listed below. I look forward to speaking with you soon.
Customer: 5/11/09
**********,
You now have an understanding of where I stand. Any resolution in this is going to come from you. I can find no reason for any speculative optimism based on the circular responses I have received to this point. You have all the points of concern stated every way I can think to state it. If you have a proposal on how to resolve this, I am open to giving it a look over. I still see no value in a voice contact however at this point. To me your communication to this point has mostly appeared to be generated to show an interest for the sake of showing an interest, and I have yet to see any substantive input from Sprint towards an actual resolution. Certainly none worth taking time off from my work time to address. I also see no barrier to you making a suggested resolution through email. I look forward to a shift to productive correspondence.
Thanks,
****** ********
Sprint: 5/12/09
Thank you for your response,
As I have stated, I understand your dissatisfaction with the instinct and also how it was presented. Please be assured that we value your feedback and that your concerns have been forwarded to the appropriate managerial staff for further review. Please note that we have adjusted the Subscriber Agreement terms for phone number ###-###-#### to show that is has been satisfied. As a result, should you decide to cancel this line, the account will not incur an Early Termination Fee charge. Please note that no additional adjustments are due at this time. Should you have any additional concerns, please feel free to call us on the phone number listed below. We apologize for any inconvenience this may have caused.
Customer: 5/13/09
Thanks ********. I would like to hear any feedback from the "appropriate managerial staff", if that ever becomes available. Also, could you please provide me with something that I could present to the local Sprint Office that would give them direction, should there be any question about my status when I go there? What I am looking for is a simple explanation of the situation and who to contact if they cannot see what was promised in your last email. I would like to end the “he-say” stuff. I would like something that can facilitate their understanding if there are any questions.
Thanks again.
***** *******
Sprint: 5/13/09
Thank you for your response,
your complaint was forwarded and the responses are for internal uses only. Your account was updated regarding your Subscriber Agreement terms for that line only and no additional information is needed for the local store. Once they enter your account, they can view the terms. Should you have any additional concerns, please feel free to call us on the number listed below.
i have the same problem with the phone, but not only that the phone will shut off even if it still has battery life and the only way i can turn it back on is if it is on the charger . what is the point of having a cell phone if it will only work when it is pluged in ... sprint suck, and they charge to much for a phone that is so not worth the money ...
MY INSTINT DOES EXACTLY THE SAME THING! AFTER GOING BACK AND FORTH WITH SPRINT FOR ABOUT 2 MONTHS..AND ASKING THEM TO GET ME A DIFFERENT PHONE, THE ONLY THING THEY DID WAS SEND ME YET ANOTHER INSTINCT.. WHICH MAY I SAY IS NOW DOING THE EXACT SAME THING! SPRINT AND THIS INSTINCT ABSOLUTLY SUCK!
dishonest billing & miss-leading sales practices
Every month is a ordeal with sprint pcs they attach false charges to our accounts, one month we did even use our phones because we were away in the mountains, where our family's sprint does even have services. One time we were in oweyhee, nv, I called from my friend landline, and one of sprint rep. Said I was calling from my sprint mobile phone. I told that...
Read full review of Sprintinappropriate behavior by a customer service agent
I am unsure of where to write regarding my own sprint complaint, unlike many it is not directly related to my bill but rather some extremely inappropriate behavior on the part of a male customer service rep during a recent call to set up an automatic payment in which he proceeded to ask me where I was located, how far it was from the city he worked in, how long of a drive it would be to my home, if I ever visited the city in which he worked, verifying my home address and telephone number on more than one occasion keeping me at bay with a ridiculously long call all the while, when I became obviously uncomfortable he simply laughed it off an ended the call quickly. I am unsettled by this persons inappropriate behavior, I am apprehensive calling into customer service again or writing to an entry level employee and divulging any personal information to further this complaint but I am far more uncomfortable knowing this person an other unsupervised unstable employees such as him are privie to this information as well. I would welcome any advice and direction with this issue.
Thank you,
Sincerely unsettled
Report this to Sprint. A customer care supervisor can either get in contact with someone or give you an e-mail or phone number to someone you can contact (usually found on the sprint.com website).
However, not all customer care supervisors can contact directly, infact most can't. But they should be able to help you if you report it to them by helping you with contact info if they can't themselves. I say this because a lot of people get the impression that when they call customer care (for any company, not just Sprint) that they get the actual company and the same handful of emplyees. There are actually thousands of them, all working from centres who, while they work for the company, actually work for another company they sprints pays to handle their customer care to ensure there are people available to answer more than 250, 000 calls.
You should also have the info of when you called and a name if possible. Though the time is really more valuable than the name. I advise this if you feel threatened.
I suggest calling this number. I finally called here, had a case created and am FINALLY being helped with my issues of poor customer service and billing problems. [protected], Monday through Friday, between 9:30 a.m. and 5 p.m., Central Time.
lavalife
they upping my bill ever moment i turn around with unauth. charges from a previous phone # they said(customer service) would take care of it but they never did...my minutes went over the limit too..they charge.45 cents for each min over your plan.
bad service
When I first switched to nextel I had a lot of problems but I decided to stay with them since I had agreed to a two year contract. When am contract was more than half finish they called me and said that if I renewed the same contract that I had then they would credit my account the amount that it was due at the time so I would not have a bill. After I had agreed I didn’t have problems but then all of a sudden I was going over my minutes every time I would call a rep would give me a different story. I had talked to 8 different reps in a two week time is how bad it was. They would always change the story and at one time one of the reps told me that I was right she seen where they had messed up that was after placing me on hold three and four times to "speak w the supervisor and get everything taken care of". Once my two year contract was finished my contract was changed and when I called them about it I was told that the rep that had called me about renewing my contract did not put everything in the notes. I had started to see a pattern that sprint reps only put what they wanted to put in notes because I had heard it too many times. One of the supervisors told me that he would reverse my contract so that I was no longer in the one year I wouldn’t have to pay they $200 cancellation fee and they would put the credit back onto my account and I would only have to pay that. Once I received my final bill as they called it the $200 fee was still there and I had to call them once more to get this straighten out. Once that was taken care of I received an email a couple of days later saying that my account was going to go to collections because it was pass due. I called to see why because my bill was not due for another two weeks. The rep claimed that it was due to me having a pass due balance. When I asked him why it had never been done before when I had a pass due balance or is it now because I had terminated my services with them. The rep tried to say that it wasn’t because I had terminated my services. I believe that nextel and sprint now has the worst customer service and they are always messing up your bill. When you go over your minutes they look for the numbers that you use the most and say those phone calls were the reason. I'm not going to continue to be cheated out of my money and sit here and argue with a phone company three and four times a day. If you have to do that then maybe they need to relook there services and customer services.
I needed to upgrade to the iphone 5 series so I signed up to a 2 yr. contract to buy the 5c at a monthly rate of 18.75 for 24 months, which comes out to be around 500.00, at this rate its about 4 times as it costs now to buy a 5c ! How can I get out of this contract or have them upgrade me to the 6 series for free?
Sold me a phone that hasn't worked right since day 1. Not even 2 months old replaced and still don't work right. Sprint won't make right or even offer to get me different phone.
Blaming it on new policy change saying I need to deal with store but store won't do anything either.
They do not provide any customer service even though we have been with this company for more than 7 years. When they were Nextel they at least new what customer service was, I never had 2 spend 3 hours calling back until I got the answer I wanted, it didn't take 2 years to shut off an unused number that they have been getting 6.95 a month for and have conveniently miss placed the notes on my requests. And It has taken 4 months and untold phone calls to get a return credited to our account.
Sprint and other carriers should offer competent insurance companies. Asurion representatives are detached, unprofessional excuse-giving representatives who will waste your time when you are simply trying to get a phone replaced in a timely method. For example, I spoke to one person at Asurion who explained that I could go online to retrieve an affidavit to request a phone replacement. I was transferred to a second representative, named Jay, who asked me the same questions as the first rep. When I asked Jay to give me the name of the web site where I could retrieve the affidavit, she replied that she could not give it to me until I answered a few questions. What? I then realized she was reading from a script and was irritated that I had injected a question. It would have been better had she told me that she had to a read from script. It’s obvious that Asurion trains reps to be robot-like, detached from good customer service, as well as confrontational, if necessary, if you ask a question that breaks them away from their script. I know that Jay was taught not to think or use common sense -- as that’s against Asurion’s rules. I would suggest that Asurion take a look at its policy and considering making a change – NOW -- and educate, train and hire reps that enhance who they are as a company, not take away from them.
I've finally had it with Sprint! I keep being overcharged just because I have a Nextel phone that feels like it's outdated by a whole decade. It doesn't even have a camera! The worst thing of all, is that the phone occasionally shuts itself off regardless of how much battery is left.
I've heard of other phone companies like AT&T giving their customers discounts through these hard times, so I thought I'd give it a try. I've been a customer of Sprint for about 4 years now, because of these stupid 2 year contracts and paid them close to a hundred or more every month and they can't even give me a dime off! Instead they overcharge me constantly. All I get is 700 minutes, and if I'm a minute over, BAM, I get hit with a huge fee. Text messages are the worst, getting charged .20 cents each and some are advertisements! Sprint doesn't give a ### about their customers at all. I guess they don't value their business. Sprint has been reporting losses and their stock is currently around $3.00 from 20 something dollars in 2007 and it will probably drop some more if it can go any lower. Sprint is going to be one of those big companies that are probably going to go out of business soon or get acquired by another company.
As soon as my contract expires in March, it's goodbye Sprint, you bloodsuckers!
I called Sprint customer service to change my CSA from CA to NJ. The representative, did something and after a long wait she said, my current mobile number changed and says sorry - i can't do anything. When i said, how is that possible as there is an option of keeping the same number with any service provider, then she said she put on a internal ticket and will get back to me to restore my mobile number with 24-48 hrs. Since i did not recieve any call for the nect 24 hrs, i called up and the reprsentative said as it is not 48 hrs, still there is no response. After 48 hrs there is no response and i called in after 72 hrs and asked to speak to a supervisor of the representative - he said right now no body is availble and he will put a system message so that his supervisor will call in within 45 min. It has been 16 hrs since then and there is no response form Sprint. Each one of the representatives i spoke to says different things on the same issue. Too bad service from SPrint.
I am a sprint user for last 6 months and worst last month for services. The handset they gave me that does not work a full day without a second charge. When I went to sprint store they change my settings and told me now the device is going to work better. But it never did. I went back several times then i gave up on that. So I spent a hundred dollars to buy a portable battery so i can charge my phone any ware I am. Then there services msg does not go through at one try most of the times. But worst of them all is frequent call drops which is some time ten times in a day. When I talk to several departments and which was very difficult because call was even dropping even when I was talking to sprint. After chat a whole lot of try I told them since I am having terrible service I want terminate my service they said i have to pay 340 dollars early termination fee. When I have asked to talk someone from termination department they said they are going to investigate. After investigation when they called me back the representative told me even though i am having network and frequent call drop issue which is sometime more then 10 times a day they said it is in except able range so they are not going to wave my termination fee.
Within last 6 years I have used several different cellphone company 2 years in t mobile 1 years metropcs, ATT and boost. In my opinion by far sprint is the worst. And I got better service paying less then half what i am paying sprint. Switching to sprint by far one of the most stupid decision I have made.
If any of you have any idea how I can get this issue resolved.
Email me at alienmars87@live.com
Animesh Nath
I am having horrible issues with my phone since I got it in November the network is terrible and every rep gives me a different lie I am fed up I was at the store the other day who said they can do nothing to help and six other people where there complains about same problems anyone who would like to ban together to file a lawsuits please get in touch with me my email is cionemissy@yahoo.com I think this is the only way to get this solved
08/13/2009
Request "Sprint Vision Pack" of charges $15/mo since 12/09/2007 be reimbursed.
Bought a sprint phone for my daughter and requested the "Sprint Vision Pack" be kept off. Received bill around 11/2007 including $15/mo charge for this.
Called Sprint on 12/9/2007 and requested it be turned off and they reimburse me. I assumed they did remove it. Noticed the charge was still on my bill on 8/2009.
Called Sprint and requested a refund of these charges ($300) since 12/09/2007. Sprint acknowledged they had a record of my request on 12/9/2007, but said they could reverse charges only back 2 months.
I asked for a supervisor and then a manager. Basically they said the same thing. Manager said there was a note tha I requested it be turned on, on 2/7/2008 – I did not. We never used this service because we assumed it was turned off as we had requested.
I indicated that I had disputed the charge back in 12/9/2007 and never used it.
Manager said she could only go back 2 months.
The Sprint Manager was Donna; ID FA40281.
I will not use Sprint in the future if this is not resolved to my satisfaction.
Patrick C. Bishop
Sounds to me like your upset because you are only on a 700 minute plan with out texting and your upset that you keep going over and getting overage charges. Sounds like you should look into changing your plan to a Simply everything plan, maybe the 900 Everything which includes 900 minutes of talk time, unlimited data, and unlimited texting. Would that work for you? If it would then you should pick up your phone and call customer care, and switch your plan.
bad service
I've been a good customer of Sprint PCS services for several years and never had a complaint about their service while I lived in Arizona. I liked them so much that supplied them with extra business by pushing my employer to use them and all of my family members.
That is until I moved to North Carolina. I moved here in June with my family. After my move I found that my cell phone didn't work in my house, it didnt' work at my office, and it didn't work while I was driving.
I called sprint customer support about this several times trying to get the problem taken care of, but they were unable to resolve the problem.
I asked to be release from their service, however, since I had four lines with them and two were still under contractual agreement they told me that I'd be faced with a $400 fine.
After speaking with Sprint for over two months I was finally able to speak with someone that was willing to help me out. They agreed to reduce the penalty by 1/2 on the two phones and let me out of the agreement.
After stopping my service I was contacted by this manager and I was told that it was all taken care of and that I owed spring $0, and that actually Sprint owed me $43. I was completly happy with this and was quite suprised as well and asked this manager to confirm her statement 3 times! After being assured that I owed sprint $0 I was happy and went on my merry way.
Until last month when I got a bill from spring for over $400!
I started calling the manager that helped me out but all I ever get is her voice mail. I've left her countless messages to which she fails to reply.
This week I called Sprint Customer service and after 2 hours on the phone trying to get them to track down this manager I finally was able to speak with someone that called the Sheena directly... that's the manager that gave me the discount 2 months ago... they came back and told me that she didn't answer. I wasn't suprised. They informed that the Sheena was supposed to call them back Tuesday evening and that I'd be contacted after that. Today is Thursday, Sprint hasn't contacted me and neither has Sheena.
I don't think that I should have to pay Sprint a dime since I was told that I didn't owe them anything, and until Sheena owns up to what she said, I'm not paying them.
The complaint has been investigated and resolved to the customer’s satisfaction.
deceptive advertising
At sprint.com they advertise that you can 'Upgrade to a Rumor by LG' for $0. I'm out of contract and am also eligible for Sprint's full rebate offers so I am a 'eligible Sprint customer' for this offer. Although once you click on the ad it takes you to a page that shows a maximum total discount of $230 (minus the retail price of $279). This is of course...
Read full review of Sprint and 1 commentfradulent contract extension
Be Careful with Sprint. They fradulently extended my 2 year contract-despite the fact that I called months before it's expiration in order to find out when it expired, so I could downgrade my service.
I waited for the expiration. In the meantime, lost my phone.
Bought a new OLD phone as a replacement online off the internet from a PRIVATE PARTY. Not from Sprint. A downgraded phone. No pictures. No text.
Hooked it up with Sprint.
They renewed my contract, without my permission or consent or request, and cited that this was an UPGRADE.
It was a recycled phone.
After a long conversation, they said they resolved the issue and that I am officially out of contract.
We will see-
This is an ongoing problem with Sprint.
Upgrade means a newer model phone or a new phone you purchase or got because of a free upgrade. The phone you swapped was probably a newer model (even though it was used) than the original phone you had. The system will pick up the serial as a phone of a higher generation than yours and enter you into a new contract. Perhaps you should actually read it, like no one seems inclined to do. If your problem is fixed and the contract removed, then you shouldn't have any more problems.
http://nextelonline.nextel.com/en/legal/legal_terms_privacy_popup.shtml
customer service representatives are incompetent
I can give several examples of Sprint customer service representatives incompetence, but the most recent has to do with cancelling(hooray) my service with Sprint. I have known each time I have had to call Sprint with a service related issue that I was going to cancel my account when my contract was up (due to both faulty service and horrible customer service), but I have also known my contract ends in the middle of my billing cycle (because of an error by a Sprint customer service representative in setting up my account) so I have asked repeatedly how this would be handled if/when I was ready to cancel the service and I was repeatedly told I could cancel at any time and the last month of service would be prorated and the difference credited. I was even told this after I cancelled my service, I simply needed to wait until the last statement on the account printed. Only when I called a month after my last statement should have arrived did I after being on the phone for an hour, speaking to three different people, getting put on hold, getting hung up on did I get a representative who told me something different; that when cancelling my contract in the middle of a billing cycle the terms and agreement state no prorating would be done and no credit would be given for the days of service I paid for but did not receive and that nothing could/ would be done to correct this. I suggested perhaps she should read this to her fellow co workers who couldn't seem to come up with the correct answer. Once again big company wins and little consumer suffers. Well with the price of gas I guess I only lost half a tank.
The complaint has been investigated and resolved to the customer’s satisfaction.
Thanks for taking the time to post this. You saved me a lot of money because I was thinking of going back to sprint after a 6 year hiatus (I canceled Sprint in 2004 because of the way they treated me, which was badly).
a rep. in your Beaufort, s.c. store--told me via phone that they could check my i850 phone, to see if it would send and receive even tho i don't have a contract. I drove 100 miles [round trip] for this service., which then they said it couldn't be done. I purchased it IN a contruction co. bankruptcy auction box containing several items, assumed it was defective and stored it, and forgot it. just after I purchased a new phone with verison, I came across this i850 which seems to work ok, but i don' have service. they say i can't even purchase a prepaid card to see if it will work. DO THEY KNOW WHAT THEY ARE DOING DOWN THERE?
terrible customer service
My account was due for renewal on may 23, 2008. My phone was to be disconnected at midnight on may 23 (Going into may 24) , but instead they disconnected it at midnight may 22. When I went to my new wireless company and tried to transfer the numbers, she could not do it because the phones had been deactivated. She told me that sprint was the most notorious company for doing this to customers. I tried to report to the psc; however, they do not regulate cell phones. Nonetheless, I got my phone reactivated and the numbers changed.In june I got a bill for over $600. This was, according to sprint, the early disconnect fees on the account for 3 phones. I spoke to them and let them know that they disconnected early, not me and that they needed to take care of that bill. The person said that they could see that and my account was now at a zero balance.In july (While on vacation) two notices from sprint came to my house; the first a bill for over $200 and the second a notice of impending collection agency action. I called again on july 8 and spoke to them about this. The person I spoke to that day told me that one of the phone contracts actually did not terminate until may 2010 (Hello, contracts are only good for two years so how did that happen?). I let her know that in fact all of the contracts were up for renewal in 2008, but were canceled; I was also told in may that my account was at zero and no further charges would be incurred. She assured me on july 8 that I was again at a zero balance and sorry for the inconvenience. On july 12, I receive another "impending collections notice" dated july 9 for $72.70. I call on july 13, speak to four different people, receive a wrong number for corporate office, and they still say I owe $5.40 for direct protect insurance from april. I called four times today before I finally got to speak to a lead supervisor who now says my account is zeroed and closed. I guess I will find out if that is truly the case in the next couple of days.
This is the worse company ever! They are so full of ###, they say that the computer shuts your phone off knowing damn well it's their rude black ###! by the way I am not racist, I am black ### hell without the attitude..
Date of Purchase: 9/28/10 at 4:15 PM central time. I purchased an HTC Evo from the third party and before i made the purchase, i called sprint customer service to verify the phone ESN and standing of the customer whom i purchased it from. At that point, everything was good and phone was ready to transfer to my account, but i didnt have third line to call from to make the transfer. So, i called when i got home and they told me that phone can't be transfer to my account because customer account is in default for nonpayment. Also, they can't do anything to help me with this situation and were just keep transferring me to different reps. They also lost the note from the reps that i talked before i purchase the phone and mention that no records are available about that phone call. During this call, i was on hold for 45 min with no answer. I called back on 9/29/10 at 1:00 Pm about this issue and same thing talked to about 5-6 reps still no resolution about the situation. I called the seller and he is not willing to pay his bill or refund my money. My concerns is if i made sure everything was in good standing before the purchase, then how the problem of customer default came into light in matter of hours. Also, how come sprint doesn't want to help the customer who pays his bill on time and never had any issues.
My opinion, spirit makes up their own rules as they see fit.
Everyone, be careful.
I am trying to cancel my service with them. My contact is finished. They won't cancel my service in the middle of THEIR billing cylce. So, I have to pay another month of service I don't want. To make matters worse they are billing in advance. They were rude about it too!
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June 30, 2010
Sprint
Dear Sprint
I was shock today to receive from my Ex-husband of 35 years you contacted him. I called the number he gave me to find out that you have sent a bill collector to me how dare YOU Sprint. Again!
My account has been close since Oct 30, 2008, I had called to cancel as I lost my job and have been told that I had to go in and cancel my account in person at one of your locations. I would only have to pay a closing cost on my contract which shows paid in full.
My record show from the bank transfers that you have been paid off since Nov, 2009 the sum of $735.00 I had not heard nor read a single letter are word this was considered a problem as it was paid in full until today.
If you had not contacted me on this I would of never realized that the automatic payments were being made to Sprint of the sum of $735.00 on a bill less then $300.00
I do believe that I am owed a return on the over payments you say I owe, so who owes who here.
I like to think this is a small mistake, but in the past you have done the same thing to me, and Sprint tried to destroy my credit rating again!
Sprint found their mistake and was Sprints mistake not mine, and Sprint apologized, but this time the same mistake is made.
TODAY: Not only did I have to speak to a women with less education then my 6 year old grandson on this account but she was very rude and uneducated with the account at hand. All I can say at least Sprint is still hiring Americans.
Please check your records again and I am sure you will find the truth like before for this ill behavior of poor account management.
Sincerely yours,
nancy zoda przygoda
PS: Enclosed is a copy of all bank transactions on this account for your easier accountability and accounting needs to rectify this mistake do hope you can also rectify my credit rating as well.
Have you completed this suite yet? If not I may be interested as well... I have several issues with sprint.
Leslie Faith Hamling, OMaha, Ne, 68137
I created a site called sprintclassaction.org http://www.sprintclassaction.org - that we can use to start gathering at in preparation for a class action lawsuit. It also has useful links for filing complaints with the FCC and BBB.
I'm putting together a survey / registration system right now so that we can start gathering contact and complaint information so that the attorneys can figure out exactly what direction to take in a class action lawsuit.
My name is Donna Bryant, I am from West Texas
I am currently on the phone with sprint as I type this message. I have been with sprint for about 6 years and I feel they have ripped me off from the beginning. There are always charges on my bill and services that I did not request and the rep. will argue with me when I tell them I never requested the service. I am currently dealing with them on International calling services. They cancelled my phone insurance and gave me the International calling. My balance is never correct. We are definitely being over charged. I also am considering a Law suit against Sprint. There are never Supervisors available to handle your issue and when there is they are not any help.
My mom has been with Sprint for 10+ years she got a phone for my son and ever bill she was over charge for almost 6 months we finally got the bill stable my mom recently had 1000 text messages to my son phone and the bill showed that he went over 2177 messages which is $435.00, I tried to dispute it but they kept transferring me to other reps and hang up on me and not return the calls. All I wanted is a log to show all incomeing and outgoing text they told me go go online and view the log well I tried and it would not access that information I called back and technical support advised me that some customers have access to that information and some don't. So I asked how can they validate the usage if they don't have access to that information. Computers aren't always right. All I wanted is a detailed log to show the data. Mind you that the bill showed and overage of 2177 and the new statement online shows that he is already over 900 messages.