Sprint Customer for over 10 Years.. This is what I get..
Monday, January 30, 2012 4:02 AM
When Sprint got the new iphone 4s, I decided that I would like one and bought it and brought in a line from another cellular provider as they didn't offer the iphone 4s at the time. I first attempted to place this order online from Sprint's website which was running a promotion of free activation when order is placed through the website. The website however, instructed me to call in as something was wrong with the checkout process on their site. When I called in I told them this, and I was told that since I was a 10 year plus customer that they would have waived it for me anyways. I was promised that it would be waived.
A month later I notice that my bill for 1 month had nearly $200 in extra charges. I wasn't sure why, and after looking over it I saw that in addition to the line I had added that was to be a shared plan with the new number I brought from an outside cellular, I was charged a single line plan as well. So in other words, they had one line on a shared plan that requires at least 2 lines, and the number I already had was still being charged as it's own line. So it appears that when they placed my order for the iphone with new plan, they didn't enter it correctly in their systems, and I was being charged the individual line and share plan together. The shared plan was to bundle both lines together, and I guess they thought that I'd rather have a share plan to only 1 line which makes no sense as that is the point of a shared plan. Great. Now I have to call Sprint and explain why my invoice is incorrect.
I call up Sprint on the weekend. A great way to start my day. I am told by all the reps that I spoke with that there were no notes of my activation fee being waived, and that they would not honor it. This caught me off guard, and I have been told that this would be waived and couldn't believe that they would deny this, after the flood of errors already made within 1 month on my account, all of which are their fault. This to me, is unacceptable and I request a supervisor immediately. I then get a woman that would not honor my activation fee waive again, and I request to speak with her supervisor. She told me that he was in a meeting and would call me back within 2 hours. I of course never receive a call.
I call be the next morning. I again explain my situation and am told that my account appears to have been setup incorrectly and that it will be fixed. I again inquire about the activation fee, and the girl assures me that will be no problem. Okay. Now I'm getting somewhere. For some reason, she then transfers me to a supervisor. The supervisor tells me that there is no evidence of a promise to waive the activation fee. I inform her that Sprint has already made several errors on my account in one month's time. She says there is no proof of the credit. Well, next time I will record our conversation.
I call back immediately, this time with a voice recorder app running on my phone. Once a rep answers my call, I notify her that she is infact being recorded. She promptly transfers me to a supervisor. I then notify the supervisor, that she too is being recorded. She refuses to tell me anything other than her name, which shall remain nameless. I ask her why there is a problem and she said that she will release the call if she is being recorded. She hangs up.
I call back again, but this time without the recording (it was worth a shot). Once my call is answered, I explain my situation (again). She looks over my account and informs me that it is riddled with errors and that she would gladly fix them (finally!). She then transfers me to her supervisor. This is by far the most rude Sprint rep yet. I explain to him my situation, and let him know that I am upset with the whole ordeal. He then in a very rude and mocking tone says that he won't honor the credits to my account. He says they are all valid. I then tell him to transfer me to the disconnection department. He again using his mocking tone of voice, tells me fine I will. This of course infuriated me and I told him to do it. He did. The only request that was fulfilled. Gee, thanks Sprint.
As I wait while on hold I come to the conclusion that I will report him to his supervisors as a farewell gift on my part. Lord knows he deserves it. When a rep answers the phone, I told her to disconnect the account. She asks me to explain why. I told her, and she then did the whole scripted apology that is written inside her cubicle. And then does the process of making sure that if we get disconnected what number to reach me at. I tell her that my current Sprint number may not yet be active, as AT&T may not be able to get it turned on that quick (I was angry!). After looking over my account, she quickly understands the problems. She immediately waives the fee. I was stunned. A Sprint rep that is willing to correct the errors that they made? Couldn't be. I was wrong. She was nice, and even gave me the information needed to identify the supervisor that transferred me. Needless to say, he has been reported. Directly to the Sprint Web department who says they have identified him and am informed (by email), "that necessary action will be taken to ensure that the incident like this should not be repeated in the future".
Here is my most recent response. I plan to update this as the situation unfolds.
I am still not satisfied with this. This supervisor was not the only rep that treated me this way. He just happens to be the only one that can be pin pointed with an ID. I had only two Sprint reps that were polite. The last woman that I spoke with, and the girl that was under supervision by the supervisor that I reported. Other than that, I was not treated with respect and have a very negative opinion of Sprint. However that supervisor that was in the reported ID was the worst. I had to go out of my way to find out who he was so I could report him. And just to point out, I could tell that I was routed to call centers within the US. I expected better treatment and understanding from someone within the country. I've had a better overall experience with the foreign call centers. That is how bad I feel about this. Mind you there has been absolutely no compensation offered to me for this. I am in the process of finishing my report over this experience, and will gladly forward you the forums that I plan to make this public. Just to note these are a few of the sites:
These are the forums in which I am an active member. I plan to visit ALL of the major cellular forums and watch dog groups as well. You have wronged me for the last time. I will not tolerate this, and I hope this goes to somebody in your company that takes this seriously. You have lost the respect and loyalty that I have provided by giving you my money every month, and the recommendations that I used to give. Good day.