Sprint
Reviews and Complaints

I pay $110 a month for unlimited mobile service. If you look on the coverage map of my city, Sarasota, it shows solid color. but even on Main Street smack in the middle of downtown I have no connectivity, where I live which is also in the middle of the city, no connectivity. about 95% of the time my brand new phone is useless. go to the website and ask to chat and you get nowhere. call and you get nowhere.

I'm under contract but Sprint is in breach of contract

To whom this may concern,

We called in July 2019, asking for the new promotion on the BOGO XSmax. We informed the representative we need to purchase 6 new phones. We are no longer in a contract and have no lease on our current phones. We asked for the phones to be unlocked (they are still locked). The representative said we are not new customers therefore could not have the promotion. We told him we will shop around, we gave loyalty, we should receive loyalty. We are legacy patrons, over 20 years, with little to no hassle from us. He promptly transferred us to your retention department.

We stayed on the phone with the retention department for a bit of time, on and off hold but they understood our predicament. On 7/26/2019 At 12:32:58 the Sprint Retention department offer and we accepted $300 for 4 phones $200 for main lines and BYOD credit $200 retail credit from sprint employee number 8875427. This manger agreed this amount falls short of the bogo promotion. He said he would inform telesales to give us their current promotion, which is, $300 off each phone. Sprint # 8875427 did a friendly transfer to the telesales department. Next representative, [protected] sprint employee number from Telesales and Customer Care representatives understood the directives from the retention department offer and we accepted $300 for all 6 devices, Upgrade offer 61403.

We were give only part of the discount and were told Sprint would not honor the remaining discount. These discounts were promised by two different departments with two different offer codes, two different combinations. Both of these departments worked together to provide these discount.

Please give us our entire discounts. If this matter is not resolved correctly swiftly we will take further actions.

I would like to report 3 employees at the Mission Hills store located at;
10406 Sepulveda Blvd, Mission Hills Ca, 91345.

This incident happened to my husband on 09/03/19 around 7:30pm. He walked into the store to exchange his AirPods which he had purchased on 08/30/19 at another location because they were defective. A Hispanic employee attended him and as he began to discuss with him the issues he was having with the product, he rudely told him that it was not a problem for him to fix and that he should take them to the Apple store. My husband told him that they had told him at the time of purchase that he had 14 days after purchase to return if needed, and he told him rudely by this employee that "yes that is true but I don't have them in stock, you can check the store next week or the following" my husband then told him "how can that be? can you just tell me if you will have them the following week? Not the following week after cause the 14 days will be up." he then said " I don't know and that is why you should go to the Apple store. Mind me saying that he was very rude and disrespectful to my husband during this time, and my husband told him that it was not fair for him to treat him that way when he had paid good money for the product and he expected it to work good, and not be defective within days of being bought. He then proceeded to tell my husband that he was not going to help him anymore, and since my husband wanted a solution to the problem, he told him to leave or he would call the cops on him. Not only was he offensive in saying that, but it was totally out of place! When you think of big companies such as Sprint, you think of a company who would like to keep there customers happy and satisfied with their products they sell in the store. My husband is a hard working man who didn't deserve to be treated by this individual this way, he was very unprofessional when he truly didn't have to be. We would like a refund or replacement of this item that is defective, and for these employees to be trained on how to be better customer service representatives for this Sprint store, so that no other person will be treated this way. I would like a response to this issue Asap. Thank you
[protected]@yahoo.com

I was with Sprint for a second time. This last and final time I cancelled my service on 08/14/2019. I had the new provider install a new sim card in my phone. I then called Sprint and told them I had gone to another provider. I was assured there would be no more recurring charges. Yeah right. When I discovered that they quite literally had stolen money from my account I was furious. After calling customer service and spending almost an hour, one rep just kept repeating herself as did I. I would not except anything other than a full return of my funds. I was not going to allow her to explain it away as they all do. I Spoke to a manager also, he just stonewalled me the same. The manager said go ahead and dispute it with your bank. I did. Got my money re deposited in three days. They knew they were wrong, they knew it. They just decided to cheat me as they had in the past. Forcing me too waste my morning at the bank filing the dispute. I get better reception and service for a third of what sprint was charging me! Now Spectrum $14.00 per month

I called sprint this morning about my bill. I wanted a three day extension and was told no. I failed to make a payment Arrangements the beginning of the year due to my health I was not able to work for almost a month. They put restrictions on my account. It's been 6 months and I'm still restricted to make online payments. I mean people don't put in a time when they will be sick. Yes my bill has been late but it gets paid every month. I'm a single mother of four trying my best to keep up with everything but I make a payment. I asked for a corporate number and was never responded to. I took a screenshot of the conversation as well. she could have at least addressed the question.

I'm so sick of dealing with Sprint. They are the worst company I have ever dealt with.
We paid a phone off well over six months ago and the phone number for it was cancelled. I found out by accident that I was still being charged for the line last month while in a chat with them (about ANOTHER issue). So I asked them to please cancel the line again.
Today I just received an email that I owe them $202 for this phone (that is already paid off). Surprise they have NO RECORD that the phone was paid for! So it's now my responsibility to pay the phone off again!

Sprint (Read below. It said reply to this email. I did and receive an email not monitored),
No my request and questions are far from being fully addressed.
I am relatively new to Sprint (17 months) and came here from Verizon which I was satisfied with but Sprint gave me a better Offer.
Well that better Offer didn't last very long now that my flex lease is up.
When initially came into Sprint my monthly bill was in the upper $80's per month.
I added International Connect (my own choice) and then my bill went to over $100 with all the junk fees and taxes.
I switched to Sprint to give them a chance as they did not have the most renowned name and their coverage was sketchy at best.
I made appointment with Ken Easley Assistant Manager at the St Petersburg 4th St N office for August 9 at 10:00am (I was there at 9:45). I stopped in to see him 3-4 weeks prior to the end of my Flex-Lease.
I discussed with him what I wanted (iPhone 10 XS) and I thought we were all set. I even told him the colors (1 Gold, 1 Silver). I thought I was getting (iPhone For Life) 2 new XS phones and at $31.25/month. That would be great as my new customer incentives were wearing off and my monthly bill would be a little less. FAR FROM IT. I found out that I would not get the BOGO XS at $31.25/mon but would be $41.67 EACH. That is not satisfactory to me and I left the store with a bad taste for Sprint in my mouth. On the way home I stopped at Verizon and T-Mobile and got better quotes.
When I arrived home I thought I'd give Sprint one more try and all I got was talking to 5 representatives over a period of 2 hours and 45 minutes.
I am now convinced that Sprint either doesn't train their reps or they don't have the slightest idea on how their plans work. I spoke to Drew (maybe Andro) who tried hard but gave me a quote for my upgrade of $117.50 + taxes. I asked her if there were any other incentives or promotions and she forwarded me to Casey who in turn gave me a quote of $149.89 (could hardly understand her accent). Well looking for an incentive I got a quote $32.39 more than what was quoted by Drew. When I left Drew I was ready to accept her quote. Now back to square one! I was disconnected from Casey and was not called back. She didn't care! I called again and got Razen. He attempted to be more helpful and suggested I call Tele Sales and ask to speak to a manager. I called TeleSales and spoke with Lyka and asked to speak with a manager (she wanted to handle it herself).

HEY SPRINT. IF YOU ARE GETTING BORED WITH THIS EMAIL, THINK ABOUT WHAT THE F$%K THAT I WENT THROUGH WITH YOUR COMPANY TODAY.

So, after I explained everything to Lyka and insisted again to speak to a manager, she came back with quotes that were different and no better than ones I already received. She said I would receive a $25 credit to my account for all the aggravation I went through today. After I told her that her quote did not help at all I ask to speak to a manager (how many times is that that I asked to speak to a manager?) YOU KNOW WHAT SPRINT? I never got to speak to a manager.

I am disgusted with the way I was handled by Sprint. If I don't have a manager call me I will be leaving Sprint and going back to Verizon which I should not have left.

George Morgan
9160 Gulf Blvd
St Pete Beach, FL 33706
[protected]

From: cct@sprint.com [mailto:cct@sprint.com]
Sent: Friday, August 09, 2019 1:35 PM
To: [protected]@gmail.com
Subject: Sprint Customer Confirmation Phone:([protected]) - sView Research

Dear Valued Customer,
Thank you for contacting Sprint. It was my pleasure assisting you today.
• Account Maintainence Request: Our back office team will complete the account change(s) you requested. Your case number is I1819826895 A representative will contact you to confirm the change(s) soon via email or they may call if additional information is required to complete the change(s).
If for any reason your request has not been fully addressed, we'd like to hear from you. By replying to this email, we will ensure your comments are noted and any unresolved requests are addressed. To better assist you, please provide your mobile number in your email reply.

Thank you for choosing Sprint. We appreciate your business and look forward to assisting you in the future.

Sincerely,
Andro
(44954190ti986382xxx)

Transaction ID:[protected]
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©2019 Sprint. All rights reserved.

Good Afternoon,

I would like to report an unpleasant customer service experience I had today at the Columbia Park Sprint store in North Bergen, NJ. I ordered a refurbished phone online last week and received it 8/6/19. The phone was defective and I could not hear the person I called or called me. The video camera was not working either.I Went to the sprint corporate store to have it checked out. Up to this point I had no complaint about the sale rep that helped me purchase the phone online last week, the man that checked me in at the store and the man that looked at my device and told me it was detective. They were professional and compassionate towards my needs. I am upset with the customer care that was provided by Jean the sales rep and his manager. As soon as Jean found out I purchased the phone online he shut me down. He said that the transaction had to be done online and that I would not get a promotion and that I had to pay a restocking fee. That I was better off calling sprint, At that point I called sprint customer care and explained what had happened and that I was willing to lease a new device but this guy was charging me extra fees and was not explaining himself well.
I told him (Jean) the phone is defective why should I pay for a restocking fee for a defective phone that i had for 3 days. It makes no sense. He once again said I need to do it online that he is not able to assist me. I called customer service from my Mother's phone and explained what was happening the lady spoke to him and only then he started to help me. He gave me a few options about a refurbished iPhone 7 and a new iPhone 8. My mom and i chose to go with the iPhone 8 Plus.

Once again he said he will charge me $45.00 stocking fee and 30.00 for something else. I told him absolutely no I am already going to pay a down payment of 260.00. He said I will ask my manager. He came back and said his manager said I had to pay it. I told him please get your manager I would like to ask the reason why?

Jean came back and said the manger was in the bathroom and to give him a few minutes. He came out like 5 minutes later and I told him hello manager I would like to know why I have to pay restocking fee and 30 bucks for a defective phone. He simply said it's the policy/rules and If we don't charge you then jean will get written up and another guy in the back will get red flagged and they are not about to loose their job over this. At that point I was baffled by the lack of customer service. Dealing with inexperienced young boys in that store. Now I understood why the sales rep had no regards for me look at the way the manager spoke and what he said to a customer. I asked once again Can be done? They suggested again to call Sprint customer care and have them waive the fee. Jean called from his phone I explained to the customer service rep and she was kind and understood my frustration. She then spoke to jean and the way he spoke to her was bad. Not what I should have witnessed. Once again talking about the policy and how he will loose his job and he is following the policy. He took the phone back to his manger again. At that point I was ready to walk out. Regardless I would get charged the 45 bucks. The customer service rep reassured that I will not have to pay the 45 bucks and that my bill will be credited 30 dollars. Once all that was done i informed the customer service rep lady that this has been a horrible experience. All I wanted was just to get a working phone before I head off to college. My mother told the rep we have been coming here for years and this store is not they way it used to be. It took approximately 2 hours and 30 min to get a phone. A lot of workers 3 customers in the store and a good waiting time before they assist you. At the end when. I left jean said don't call sprint on the phone or order online come directly to the store.

Please train your manager and sales rep. Hire someone that leads by example and is caring and compassion towards new and old customers.

Thanks,
AH

My name is Tracey Williams Tel #: [protected] and I a very new customer to Sprint. Yesterday I received a courtesy call in reference to my opinion on the service & I posed a question regarding my device price due to me being approved for a 256g Iphone Max XS with a $490.00 down-payment after credit check yet when I in store to pick up the device I received the 65g same phone, so I just wanted to know if there was any difference in pricing in comparison to storage. I was transferred to a CS rep within the same call and the rep told me there was a $150 difference, I was overcharged and I needed to take the device to the same store purchased from on 34th street and do a swap out.

I contacted the store spoke with a Supervisor name Juan who stated he would be there until 6pm and would assist me once I arrived after work. I went to the 34th street store at approx. 4:45pm and Juan has already left so another Supervisor Dennis P. was given the suggested I was from the CS over the phone regarding the price and the device swap.

Dennis P. immediately became extremely defensive stating that that was impossible and that I was given false information from the CS Rep, going so far as saying " I dont know what anyone with common sense would tell you that".

My response was- " I am here on the suggestion of a Sprint rep, I just want to insure I receive the correct device, paid the correct price and insure all is going according to my expectations, so I think its best we contact CS and have a rep clarify to you what I was told".

Dennis P. held response but call the Sales rep to the computer que where we both were and asked " Do you remember this account?, she saying some off the wall stuff and I know thats not how it went down but ok whatever".

Feeling completely insulted, I reiterated my intentions and suggestions given and he once again asked that he contact CS to have a rep clarify.

Having 2 phones he took out of his pocket and a store Dennis P. said " I cant do that".
So I reached into my purse and called 611 directly from my device. Once a rep took the call, I explained the circumstances to her thus far, stating the Supervisor hasn't done anything other than call the sales rep over to inquire on the initial sale and I'm still very confused as to what I should/should not be expecting.

As I am speaking with the rep Dennis P. rudely interupts and says in a forceful tone "I need to speak to whoever your talking to". Once again in shock at his demeanor, I said to him " Once I'm done, sure no problem".

he began to pace the floor, I continued to speak to the CS Rep and no sooner than 30 seconds later he interrupts the conversation and says "Are you gonna let me speak or what".

At this point, I said "Excuse me, your behavior is extremely rude, I am on the phone, my personal unit 1 am paying for, I don't have to let you speak on my unit at all after I asked several times for you to contact CS but I was willing to allow you to do if you allowed to get the clarity your obviously not providing me."

Dennis P. then begin to literally yell and scream to the point ALL people in the store including the staff and other customers stopped moving and began to stare at him "I CANNOT CALL CS FROM THE STORE, YOU WANNA KEEP TALKING AND NOT GIVE ME A CHANCE TO SPEAK SO LET THEM HELP YOU [censored]".

As a woman 1st having a man a large man take that the tone and aggression towards me was more that upsetting so I immediately responding by asking " Who in the hell are you addressing that way" " The CS Rep on the phone hearing him yell-asked " Is that the Supervisor your talking about"? I replied "Yes, do you hear how he's speaking to me"? she replies "Yes and I sincerely apologize for that".

I immediately asked to make a complaint thru a Supervisor and was placed on hold to which Dennis P. responded " You don't have to worry lady, I'm noting your account right now" I asked Dennis P. to close my acct and I would have my acct logged via complaint with a Supervisor thru CS. I was ignored and he continue to type.

I walked away from the que and after a short wait, was able to lodge my full complaint with a Supervisor who told me I would not be contacted in regards to my complaint, it would be handled internally which is the reason why I am writing I am insuring the acct is noted, I am contacted in regards to this horrifying experience with your Supervisor Dennis P.

As a new customer, this was certainly no the reception I would ever expect and I this is no way how anyone should be treated at all.

Dennis P. was more than disrespectful, rude and honestly very threatening as a large man addressing a woman and I honestly do not believe he is representing Sprint in any positive lights at all and should be removed from direct customer contact.

It is my hope that this reached the appropriate dept for immediate actions & a follow up call to me to explain what I can or should be done to reverse the negative feel I have as a new customer.

I went to Wal-mart to replace Straight-talk phone. Was offered a similar plan on Sprint which was now fully functional in the Pine River MN area they said. Having had service over the past year there is not a billing cycle where I don't regret having signed up.
I live three (as the crow flies) miles, at most, west of Pine River. I was told we had service except data would likely be 3G yet. Voice service is very poor. I had hoped the phone would back up our landline in the event the landline went down. I have to use internet over the landline to carry Sprint in most cases. Sometime I have to wait 30 to 60 seconds to get a ring signal. Then on both internet or free air the connection often drops. 3 miles north of town, at my son's, same poor service.
In Pine River at the Good Samaritan nursing home, out in the parking lot, I watched data (internet) fail while the phone switched back and forth between Sprint and Roam. Pretty much center of town. At Dollar General, out in the parking lot I was trying to log into the DG website. There was no internet to be had. These are but a few examples. I am a former broadcast engineer who worked with RF including digital. I understand break downs and outages due to technicians working on equipment. But this is just too much. I thought T-mobile was bad but this takes the cake. There were extenuating circumstances at the beginning of my signing up or I would have returned the phone and cancelled service. The phone is a Samsung S8.
What finally caused me to contact you is while trying to contact our credit union the call dropped twice. Once on free air the second over internet. By the way when mobile we have routinely had calls drop during conversations the Pequot Lakes and Jenkins areas. I would hate to rely on this in an accident or other threatening situation. What am I to do?
R. Walker

When I first started with sprint almost a year ago I didn't pay anything down on either of my phones and had a spending limit of $300 with buy 1 iPhone 8 get one free, they were out so they recommended iPhone 8plus said they could run it under same deal, so ok deal. I then later try to add a watch for my iPhone and have a deposit of $325?! One watch?! Well I try for months to add watch but I don't understand why I have a deposit now when I didn't to start with and why my deposit is so high and I already pay almost $300 a month. Keep getting run around with agents, nobody tells me same answer, talked to supervisors who said they would fix it and all they did was change more things and i am now being told I have spending limit of $600 but still show $300 but agent argued and said it was $600 and I called to request credit check to come off spending limit and nobody had a clue what I was talking about when I had heard it from one of the supervisors... this has all been a frustrating deal and ready to switch company's. I just want to get the phones I want for my account that I pay you guys for and not have to pay $1500 in one month to do it when I was mislead about it all from the beginning. I recommended better training and guest service skills, and for them to be truthful in the information they are giving especially to have someone think they have a deal when it really just screwed it up worse later.

I was the owner of the account and my son was on the account as well. However, 3 years ago I removed myself from the account and had it switched over to my son, Naseem Abdullah. We went into the store in King of Prussia, Pa and had this done. Now my son has defaulted on paying, due to losing the phone, and I'm being harrassed by a collection agency for a bill that is not mine. I have made arrangements to pay until this can be resolved as I stated my name should be removed from this account as it is not my responsibility. I look forward to your response.

Salima Abdullah
Email [protected]@aol.com

I came over from Verizon in May of this year. Unfortunately the service was dismal at best. Calls were dropped, could not connect if I was not using WI-FI. I use my phone for business, so I could not afford to have this type of service. I switched back to Verizon. HOWEVER, Sprint, you locked my phone so I can't accept another SIM card. You have the money for the phone, yet you tell me its 24-72 hours before you can "unlock" it. I find this completely dishonest and probably illegal. I have a phone that I can't use because I no longer have your service, but you won't unlock it to let me use Verizon. I do plan to report this. This is just a nasty thing to do.
Cindy Poirier

I have been with sprint for 7 years and nothing about issues with them so I stayed and got paid to come back me being stupid came back. July 26 2019 I went to the local repair store to get the phone checked out the rep left my phone on the counter and walked back into the repair place and then came back 5 minutes later and said nothing is wrong with it and you have to send it out 7 to 10 days and it will cost 175 for that I said nope I have insurance he said nope you don't so I just left and took the phone and I have more issues with it now then I ever had

I have been with Sprint for over 3 years now. I was first screwed out of the BOGO promotion and phone buy out. I have 3 phones with Sprint that are on the unlimited plan, I was told my monthly bill would be abt $ 156 a month, well that was a LIE because just this month alone I have paid out over $400 and they still cut off my phone by mistake and then they want to charge me to turn it back on which is completely Wrong! I want out of Sprint, and I want a carrier that I can depend on, one that WONT rip me off with all my $$, and a company with better customer service . I very upset and sick of Sprint lying and taking my money every single month! I would NEVER recommend Sprint to ANYONE! I can never get a straight answer and they are always Lying which I was told all calls recorded, now I have started to record all my calls to prove the LIES!

We switched from AT&T to Sprint a few months ago. Our data service went from great to terrible. We immediately complained, but were told repeatedly they were working to fix the problem. In actuality, they were stalling to get past the 30 day satisfaction guarantee. We continue to have pathetic data service, ranging from very slow to nonexistent. We can't even get a speed test to run. One tech "let the cat out of the bag" by telling us we are 4.3 miles from the nearest tower and you cannot receive adequate data from that tower. Still they refuse to cancel service that they are not providing.

Sprint is charging me for a phone that was returned and also already paid off. I was told that i was eligible for an upgrade, and now being charged for my old phone. All in which I returned through US Postal. Sprint told me that it would go towards my upgrade with my forever iPhone plan. Please assist me with this issue, I'm now being charged over $500 .

I moved to sprint for their awesome deal. We were supposed to be on unlimited plus and have military discount and also used the clean slate program. I was told that I would receive my first bill and it would be a little high but it would be credited back to me. My first bill came 10 days after switching to sprint. and it was for 371 dollars. as I was told it would be a little high I didn't think much of it. On June 4th I received my next bill and it was for 428 dollars. perplex by how high it was I called customer care to find out what was going on. after about 15 calls I was told that I needed to go back to store so they can fix it, But customer care switched my plan to unlimited basic and then still charged me the full amount of the 371 and the 428. in less then 2 month I was charged well over 1k dollars as I also had to pay in store to start the program. I went to the store they said they would try and see what was going on. I also did the clean slate program which is supposed to pay off your phones when switching cariers, I did what was told to me and the amount was 980 dollars. 2 weeks later I received a card for 365. when I called back they said I only registered 1 phone but can see all 4. I have the receipt showing the amounts.

Sprint needs to fix this situatation on needs to refund me my money and take their equipment they have not lived up to their contract and if it isn't situated I will contact a lawyer and the BBB. Sprint has been the biggest headach and is unwilling to make anything right or fix my bill

I have been a customer of sprint it will be 2 years in January 2020. From the getgo everymonthmy bills were incorrect. It was bogo and I was charged full amount each month. I spend countless hours on the phone with sprint. Today I had the poorest manager possible by the name of Ethan. He treated me worse than I have ever been treated in my life! I am not proud but I ended up saying a few choice words my blood pressure boiling. When I had Verizon for 20 years never once was my bill messed up. I paid off my phones and my bill is still $382 for 5 lines. I'm disgusted and tired of the fight with sprint. One Very disappointed customer.