• After 15+ years, we've made a big change: Android Forums is now Early Bird Club. Learn more here.

My Long detailed story of dealing with Sprint Customer Service.

ScandaLeX said:
Had this saga been made into a book it would've become a #1 best seller overnight. :D
I've been with Sprint about 12 yrs and during that time I can say for the most part they've been extremely helpful. There's only been 1 times I had to go the Dan@Sprint route and even then my issue was handled by 1 person who had everything rectified in less than 48 hrs.

I'm sorry your experience has been a tragedy. From everything you've posted it's been going on for way too long. Now, unless I missed it, according to you "So I say to "Kendra", "Soooo, this means that since I don't have coverage, Sprint will let me out of my contract with no ETF right? All SIX phones on BOTH accounts right?"
Her response "Yes, that would be the case"

My question is why didn't you take advantage of the opportunity to end your contract? It was right there but instead you went on and on about the coverage map.....made me think you were trying to trip her up or something. Especially considering this is one of the things you wanted after so many exchanges anyway. :confused:
Click to expand...

I may have not been clear on how that went down, had I had the option I would have ended BOTH contracts at that very minute, however she said she needed to check on a couple things and would get back to me. I would have jumped all over the offer had it been an immediate option.
 
Woody426 said:
I may have not been clear on how that went down, had I had the option I would have ended BOTH contracts at that very minute, however she said she needed to check on a couple things and would get back to me. I would have jumped all over the offer had it been an immediate option.
Click to expand...

I would've held on while she checked considering you've spent a lot of time doing just that. I wouldn't have opted for her to call me back cause those call backs are rare.
 
ScandaLeX said:
I would've held on while she checked considering you've spent a lot of time doing just that. I wouldn't have opted for her to call me back cause those call backs are rare.
Click to expand...
I will give them this, every since I have been "escalated" to "the office of the CEO" EVERY time they have said they would call me back they have made good on the promise, I have never been happy with the results LoL but they DID call back.
Looks like I'm not the only one having issues

Taking Action for You: Local Sprint customers angry over cellphone service - fox59.com
 
Wow, Woody, that is some story. You were far more patient and gave them much more time than I would have. I would've been a (permanent, probably) ex-customer long ago.

One of my internal customers had a similar problem with a Motorola phone on our Verizon plan (I'm the wireless plan administrator where I work). Verizon replaced the phone twice, without a single argument, on nothing more than a phone call from me. (IIRC: She went and picked the 1st exchange up from the store. The second one they sent to us.) When the 3rd phone exhibited the same problem they gave us a different phone for only the cost of a subsidized phone on an account up for renewal ($99).

I've been with Sprint for my personal service for 13 years. I've only ever once had a serious problem, and they eventually solved it to my satisfaction when somebody from 2nd level retentions (or the like) called me back and fixed things.

For future reference: Paragraph breaks are your friend :). (I admit: I skipped over much of your saga because I found it too difficult to follow.) You did seem kind all over the place.

Good luck.

Jim
 
We arent REALLY roaming LMAO, love ya Sprint !
picsay-1346630804.jpg
 
Deepest darkest Kentucky, twenty miles north of Louisville, its a very "international" area. They just cant admit that there is a coverage issue in my area, I don't understand what else I can do to prove it to them.
 
Woody426 said:
Deepest darkest Kentucky, twenty miles north of Louisville, its a very "international" area.
Click to expand...
LOL!

Beautiful state you have. My wife and I spent a long weekend in the Red River Gorge area to visit the ancestral home of close friends (Townsend Cave).

I was surprised by our (Sprint) phones. They did pretty well. (We don't have data.) But the Verizon 3G hotspot I had from work, to keep me connected with the office, didn't work worth spit--even sitting out on the raised deck of our cabin--atop a mountain. (And I do mean, literally, atop a mountain!)

Jim
 
This whole thing is actually borderline hilarious, all I need now is to get a bill for "International roaming", that would be priceless!
 
Woody426 said:
Hmmmm, sound kind of familiar. Sprint Community: Unresponsive, rude customer service representatives FOR MY EMPLOYEE ACCOUNT
Click to expand...

Oddly enough the fee $35 is not supposed to be charged multiple times like they did to him. Assuming all of that occured within 30 days.

I am always curious what steps were taken...kind of along the lines of your posts. Did the reps he deal with check coverage, was it a corp store,did they triage the device at all or just give in to his demands of a new phone etc.

Did you ever have a chance to update your phones using kies or odin?

Or for that matter take it by a Sprint store and have them do it for you.
 
Woody426 said:
Hmmmm, sound kind of familiar. Sprint Community: Unresponsive, rude customer service representatives FOR MY EMPLOYEE ACCOUNT
Click to expand...

Reading this left me with more questions than answers. It's a one person point of view. And from what I gathered, the demand for a new phone each time would've resulted in each $35 fee. Doesn't sound like actual exchanges of defective phones were being made.

When I got the iS4 and decided I wanted the Epic Touch instead I had to pay $35 before the transaction could even go thru. They told me this is how Sprint has now set up their system to curtail employee theft. Don't know if that's true or not but it seemed reasonable.
 
Mr. Ed I dont know anything about the guy who posted on the Sprint Community, I am still "banned" from that forum, I can read it but cant post or message the users. I did in fact update using Kies per your instructions.

I have switched back to the GS2 and have been using it for a while, added an extended life battery and am still having battery life issues (not AS bad as before) and am still getting the roaming notices every few hours. All the phone on the account are getting roaming notices, a couple are getting the "international" roaming notices as shown above.

I have spoken to a couple of neighbors that have Sprint and they are experiencing the same issues that I am having with the "roaming" notices. Its fairly obvious to me that SOMETHING has changed, I'm not well versed in cell tower technology, but where I once NEVER got "roaming" notices I now do all the time.

Funny thing, I went to Tennessee over the weekend, not ONE "roaming" notice, domestic or international, got home pulled in the driveway and BAM both phones in the car alert us that we are roaming.
Its like a bad movie.
 
ScandaLeX said:
Reading this left me with more questions than answers. It's a one person point of view. And from what I gathered, the demand for a new phone each time would've resulted in each $35 fee. Doesn't sound like actual exchanges of defective phones were being made.

When I got the iS4 and decided I wanted the Epic Touch instead I had to pay $35 before the transaction could even go thru. They told me this is how Sprint has now set up their system to curtail employee theft. Don't know if that's true or not but it seemed reasonable.
Click to expand...

My phone has been replaced three times, to Sprints credit I have never been charged anything for the replacements. I would GLADLY pay $35 to get into a different phone if it were only that simple.
 
My local (corporate) Sprint store has been pretty good to me. When I bought my last new phone, a Palm Centro, I was unhappy with the way the battery cover would *click* when the phone was gripped, told the sales rep. it would drive me batty, and she exchanged it. Then I found, after about 1-2 week's worth of use, the holster they'd sold me to go with it was turning the keys black! Took it back and they exchanged it again. And replaced the holster with one that wouldn't turn the replacement phone's keys black. She even gave me a spare battery for my trouble. Told me the store manager had said "This is the last time, though." They never charged me a dime.

Sorry you're having such trouble, Woody. As I've said: Sprint has always treated me well. I've got somebody trying to dig up a Photon 4G still in the supply chain. Hopefully she'll succeed. Otherwise, I don't know what I'll do. I just found out VZ would be $20 more expensive/month, for less service. Not going to do that. "AT&T" is out of the question, and T-Mobile has even less coverage than Sprint.

I may just pass on a smartphone for now. I've lived this long without one.

Jim
 
Woody426 said:
My phone has been replaced three times, to Sprints credit I have never been charged anything for the replacements. I would GLADLY pay $35 to get into a different phone if it were only that simple.
Click to expand...

They've never charged me for replacements if the reason was a defect. In my case there was nothing wrong with the phone--I just didnt want it. I had a feeling I wasnt going to keep the phone having come from a 4.3 screen. The size difference was a major issue for me.
 
Thanks Jim.
Your right, Sprint does have the lowest rates and as long as you are getting the coverage and the service you need I wouldn't for a second think you should leave. Unfortunately for some of us the story is different, my story is what it is, truthful and detailed. This forum Sprint Community: Space: Customer Service
shows countless Sprint customers with similar issues, I'm sure some of them may just be disgruntled miscreants who want to hear themselves complain, but it appears a good portion of them have legitimate complaints.
http://community.sprint.com/baw/com...ess/customer-service?view=discussions&start=0
 
Oh, one more thing. Like I said, I am "banned" from the Sprint Community forum, BUT I have a second account that I have the family on with five lines, so just as a little experiment I told "Janeedra" about my second account and that I planned on logging in on that account to use the forums.
I logged in (under a different user name of course) made some 100% POSITIVE comments about some posts and guess what, BANNED on that account too.
Stay classy Sprint.
 
Woody426 said:
Oh, one more thing. Like I said, I am "banned" from the Sprint Community forum, BUT I have a second account that I have the family on with five lines, so just as a little experiment I told "Janeedra" about my second account and that I planned on logging in on that account to use the forums.
I logged in (under a different user name of course) made some 100% POSITIVE comments about some posts and guess what, BANNED on that account too.
Stay classy Sprint.
Click to expand...

Someone at that website has it out for you man and we need to find out who. That is just absurd.
 
To clarify...TEP covers a phone for the life of the phone

Users who select TEP are only charged when a phone is damaged beyond repair..

As a courtesy a $35 fee applies to accounts that do not carry total equipment protection.

Woody...not sure if you ever did a manual update on the s2 phones but i highly suggest it.
 
Mr. Ed said:
To clarify...TEP covers a phone for the life of the phone

Users who select TEP are only charged when a phone is damaged beyond repair..

As a courtesy a $35 fee applies to accounts that do not carry total equipment protection.

Woody...not sure if you ever did a manual update on the s2 phones but i highly suggest it.
Click to expand...

TEP ~ It depends what line you have the phone on....e.g. My Photon line 1 (TEP), Evo line 2 (no TEP). Broke the Evo. Instead of adding TEP to line 2, I switched the phones so that Evo was on 1, Photon on 2, Evo TEP replaced.

The $35 was charged because of restocking. Even though I was exchanging, I had to pay it to go from iPhone 4S to Epic 4G Touch. The only way I would've gotten out of the $35 is if the iPhone had been defective and it was being replaced with another iPhone.
 
ScandaLeX said:
TEP ~ It depends what line you have the phone on....e.g. My Photon line 1 (TEP), Evo line 2 (no TEP). Broke the Evo. Instead of adding TEP to line 2, I switched the phones so that Evo was on 1, Photon on 2, Evo TEP replaced.

The $35 was charged because of restocking. Even though I was exchanging, I had to pay it to go from iPhone 4S to Epic 4G Touch. The only way I would've gotten out of the $35 is if the iPhone had been defective and it was being replaced with another iPhone.
Click to expand...

Just be careful...its rare someone would call you out on that...but that's considered fraud.

The iPhone is a completely different thing....iPhones are not actually tep eligible at the moment.

There are times that an exception can be made...usually only within 14 days...

For example...within 14 days an exchange can be made to a different device or color with a restock fee.
The one exception would be a defective device. There should be no fee regardless of model/color choice if device was defective..


Same device exchange requires no fee.

Beyond 14 days would require some hoops be jumped through...

It also is nearly impossible for a retail store to reset contract /pevent etffees if a phone is taken off after 14 days
 
Mr. Ed said:
Just be careful...its rare someone would call you out on that...but that's considered fraud.
Click to expand...

Thank you. Hadn't even thought of it this way at the time. I didn't even question the employee who suggested it when they looked at my phone. All I knew was I wanted my phone fixed.
I had the dreaded USB disconnecting from main board issue where Sprint blames HTC and HTC blames Sprint but in the end the customer pays the price for a flawed design.

I ended up leaving the Evo on my primary line; gave the Photon away then when the problem occurred on the replacement I got the iPhone 4S.

When I took the iPhone back it was within 48 hrs of purchase.
 
You must log in or register to reply here.
Back
Top Bottom