My letter to Sprint executives about why I am canceling my service
After four years with Sprint—the last two proving very frustrating—I am canceling my service. The following is a letter I sent to these Sprint executives: Jerry Adriano, customer experience executive; Bryan Digiorgio, senior vice president of Customer Care; Gary Forsee, CEO; and Megan Land, Office of the CEO.
Dear Sprint executives,
I am writing to let you know how extremely frustrated and unhappy I am with my customer service experiences with Sprint. Earlier in the week I logged on to your Web site to view and pay my bill (I do not receive paper bills anymore), but was told that due to the merger with Nextel, I would need to re-register. I went through all of the steps, but at the end of the process after hitting submit I received an error page telling me that My Sprint was not available at the time. It was a page I would become accustomed to seeing, as I tried to complete my re-registration several times a day–for several days on different browsers and computer operating systems–all unsuccessfully. I have attached a copy of the error page to this e-mail for your reference.
I e-mailed customer support about my inability to create a new account, and their response was, “Create a new account.” Obviously they did not read my e-mail, so I e-mailed back that THAT was my problem–I could not create a new account. I received the error page each and every time. They e-mailed me back a second time with approximately four pages of instructions on how to create a Nextel account, which I got about halfway through before I received an error. When I e-mailed customer service back to let them know those directions, too, did not work, I received an e-mail that they sent me the wrong instructions, and, in fact, I needed to… CREATE A NEW ACCOUNT.
You see the pattern here.
So this morning I called customer service and explained the problem. The rep was friendly, and explained that it was a technical support issue, so she could not help me. After waiting about 10 minutes on hold, a technical support rep came on the line. I explained my problem to him, and was told that he, also, couldn’t help me. He said it was in fact a customer support issue, and all he could do was transfer me to someone who could take my payment over the phone. When I explained that because I don’t receive paper bills, I like to actually SEE what I am being charged for before I pay, he told me that basically there was no one who could help me. I needed to just pay my bill over the phone. Which, because my bill was then past due because I had not been able to access my account for so long, I did.
But, you see, that is not customer service. It’s not the fact that your Web site was having issues that bothered me. I know things happen. Stuff breaks. Transitions are difficult. It’s the fact that no one–NOT ONE CUSTOMER SERVICE REP–acknowledged my problem. No one said, Hey, you know, our Web site might be broken. Or, hey, Ms. Goodchild, I’m so sorry you are experiencing difficulty PAYING YOUR BILL online, but let me get to the bottom of it to fix it.
The only two things I heard in response to my problem of NOT BEING ABLE TO CREATE A NEW ACCOUNT were: “You must create a new account” (obviously not helpful and, honestly, a bit insulting) and “We cannot help you.” (Also not helpful, and a bit insulting. Nothing says “We don’t value you as a customer” like “I cannot help you.”)
If this were the first problem I’d had with Sprint, I would probably continue to seek out ways to remedy the situation. But ever since I resigned my contract in March 2006, I have had bill after bill of charges for things I did not incur (data charges even though I was paying for PowerVision, international text messaging even though your company KNEW it was a problem that customers were being charged incorrectly for international texting they did not utilize, etc.). In the last 24 months, I would say that I have received approximately 18 – 20 bills with erroneous charges. This recent issue is just the latest in a long string of problems that I have had to spend way more of my time fixing than should be required.
Using and paying for a cell phone is not rocket science. It should not be this hard to receive correct bills–and be able to actually pay those bills–without spending hours of my personal time. Unfortunately, Sprint does not agree with me on this. And after more than four years as a customer, I am canceling my service. I know you probably don’t care—I mean, I’m just one customer.
But, I’m a customer with a blog—and you can bet your ass I’ve been documenting my Sprint experience.
Best,
Megan Goodchild
http://theridehome.wordpress.com
See also:
Sprint must not want my money
Losing my patience
Sprint is the Evil Twin (as in my cat) of cell phone companies
Thinking of leaving Sprint for T-Mobile
Technorati tags: Sprint, Sprint Sucks, cell phone providers, customer service
You rock. Next time I need to send a letter bitching someone out, I”m getting you to write it. F Sprint!!
Haha, thanks Cole. I am usually pretty laid-back and don’t get too pissed off, but after all the trouble I’ve gone through with Sprint, I’ve just had enough.
I’m truly sorry that you had a poor experience with customer care (heck who doesn’t). But at least get the Senior Executives correct!
Gary Forsee was fired back in November’07 and replaced by Dan Hesse in December’07.
Oh crap, Mike! My bad. I got my info from a Consumerist report that was undated.
However… I was contacted via e-mail and phone by Sprint (e-mail was a reply from one of the execs and phone was a secretary) last night and today. So I guess my e-mail did some good. Or at least got someone’s attention.
Sorry, another thing, Mike… I know that everyone has poor customer experience issues. So I’m not leaving Sprint because I expect perfection. But as I referenced in my letter, it wasn’t just a few problems. It was almost every month. And it wasn’t just a matter of me calling or e-mailing Sprint to resolve the erroneous charges or technical issues—I had to spend hours, often days, working to right the wrong.
I feel like I’ve been very patient with them. I’ve never complained and asked that they give me free stuff (though they have, and I willingly accepted what didn’t require me to extend my contract, i.e. free text messages and nights starting at 6 p.m., nothing monumental).
But, as someone pointed out, I can’t complain to executives every time I have an issue with Sprint. I think their customer experience model is extremely flawed. They obviously are counting on people getting so frustrated with them that they give up—and a few bucks made by Sprint every month multiplied by a few what, hundreds of thousands of subscribers? That’s got to add up.
Ian read something recently that people change religion more often than they change cell phone providers. I think I go back and forth between atheism and paganism at least once every three months. Going from Sprint to AT&T will be the second time since 1998 that I’ve changed cell phone service providers.
I don’t think I’m being unreasonable here.
[...] train, stupid assholes, technology/yes I am a geek So if you couldn’t tell by the previous post, I’ve decided to leave Sprint for AT&T. Tonight on my way home, I called Sprint to cancel [...]
Putting my money where my mouth is « The Ride Home said this on April 7, 2008 at 7:35 pm
I have been trying to write a letter to Ceo’
anyone have adress email or home office address?
I am going through a nightmare with poorly trained Customer service !!!!
Too long to type; really!!!
Janelle, at the top of my letter I have linked the names of the Sprint executives to their e-mail addresses. (Although Gary Forsee is no longer CEO, so I wouldn’t email him.) I actually heard back from Jerry Adriano, so I would try e-mailing him. Good luck!
Wow, Megan, I just caught up on your horrific Sprint saga. Yuck.
I tell you what, I’ve decided the best thing I ever did was drop all the expensive contract BS and go with prepaid. I was a Cellular One customer first in 1995 or 1996 and stayed with them through Verizon up until, oh, 2007.
I really had no complaints, but I just got fed up with paying so much money every month when I actually very rarely use my phone. I do text, but not to any extreme. And even at the lowest contract rate, with other additions I felt necessary plus taxes and whatever crap communications fees they always tack on mobile service these days, I paid them $60-70 a month for years and years. It just seemed like a ridiculous amount of money to keep spending every month for something I didn’t use enough to justify it.
So I went with pay-as-you-go last year. I have pretty much everything I need, minus a couple of niceties I always carried… like emergency road assistance, for instance. Hell, I can buy a AAA membership for $60 A YEAR. I just feel I’m better off.
And nothing proved it to me more than when I went to Birmingham last week and discovered I have service in parts of Alabama and Mississippi that were dead zones for me with Verizon. In fact, I’ve yet to find anywhere I don’t have service yet. I’m much happier and that’s a significant amount of savings for me monthly and yearly compared to all that money I was shelling out every month for something I hardly used.
I’m sorry you went thru all this crap with Sprint but I think you handled it exactly as they deserved!
Thank you for the email addresses of senior management.
Megan, I am going through the same crap with a sprint rebate. It was their 49 dollar rumour hook. My rebate was supposed to be 155. I received a check for 50 bucks. After 6 weeks some people would say cool 50 bucks and go on. I am like where the hell is the other 105 dollars. I also went through the customer service/rebate run around loop. Still fighting to get it. Your letter gives me a glimmer of hope. I am dealing with sprint so my hopes arent very high. Thanks, Brian
Here is my letter to Sprint, which I e-mailed and postal mailed:
Sprint Nextel
2001 Edmund Halley Drive
Reston, VA 20191
As a responsible and loyal customer of Sprint for the past four years who never missed a payment, I expected professionalism and reliability in return. On the contrary, I received inconsistent, unreliable, and untrustworthy service from Sprint.
After leaving Sprint in April ‘08, I was charged an erroneous $150 early termination fee. Note: before I canceled, I called to confirm my contract had expired. My attempts to resolve this:
Call #1 (5/5/08): 105 minutes, 6 reps, 2 supervisors. Conclusion: the $150 fee was in error, will not be charged.
(5/20/08)-Since my credit card was still on file from automatic payments on my old account, the $150 was charged to my bank account.
Call #2 (5/20/08): 50 minutes, 1 rep, 1 supervisor, 1 financial service rep.
Conclusion: account was not noted that $150 fee was in error. Since charge was still “pending” on my bank account, Sprint will not authorize the charge with the bank.
(5/23/08)-$150 Sprint charge processed on bank account.
Call #3 (5/23/08): 30 minutes, 1 rep, 2 different supervisors requested by rep with no response. Rep advised to call corporate.
Call #4 (5/23/08, to corporate): 30 minutes, 3 reps. I was advised that I, “should have taken my bank card off the account when I canceled and I should anticipate a possible early termination fee.” This was stated to me immediately after the rep stated that my contract was expired well before I canceled.
Conclusion: after 3 reps, my bank account will be credited $150 in 7-10 business days. (The charge resulted in overdraft of my account anyway. This, I might add, negatively reflected on my credit score.)
I am taken aback by the lack of professionalism, reliability, and trustworthiness of Sprint. You can be assured that I will be relaying this information on my blog, to my friends and family, and websites reviewing Sprint service. You have forever lost a reliable and loyal customer. I only hope that you take corrective action to be assured that this never happens to one of you customers again.
Signed,
Jessica Moore
P.S. Note the paralleled words borrowed from your former customer Megan Goodchild, “And after more than four years as a customer, I am canceling my service. I know you probably don’t care—I mean, I’m just one customer. But, I’m a customer with a blog—and you can bet your ass I’ve been documenting my Sprint experience.”
Just so you know, all “pro sprint” entries are “astroturf” to fool you.
Sprint and the rest of corporate telecoms will continue to rip you off until we bury them. They will continue with the rebate charade because our laws protect corporate thieves and scumbags. The fact is that cellular service is totally price fixed at absurdly high rates and the only way you get it is if you pay them. Just like cable, water, garbage, etc. No real competition exists in our market. There is no competition for cellular – its wholly owned and controlled and all $50/mo plus surcharges and fees they pull out of your ear. Petty fraud like the routine rebate scams keep you all tangled up in a decoy…the real issue is that cellular lies and steals from everyone all of the time and that our laws allow this. Class action lawsuits are moronic lawyer payola and let judges look busy. What kind of democracy rewards its unethical creeps and fails to serve the vast majority of consumers? One that is dealing from a stacked deck. Antitrust laws are a joke. Unethical corporate policy is simply more profitable than happy cellular customers – the bottom line proves it. I have the solution: don’t ever believe a word of anything they tell you. They lie and lie and lie because the fact is that we’re too stupid to dump them. Anyone defending cellular or rebates is a troll. Don’t believe their AstroTurf. Elect a congress that will level the playing field: corporations don’t deserve protection from dissatisfied customers. We should charge them a late fee, and slam their credit rating. We should not allow greedy self centered human nature prevail in our democracy. Those jerks won’t repay they student loans on my dime if I can help it. And maybe I can’t
Wow! And I thought I was the only one who had problems with Sprint. We are military and when I got this Sprint phone at Ft. Bliss I asked if I could cancel after a year since they require a two year contract. I knew we’d be leaving for S. Korea in one year. The Rep. said as long as we use the phone service for 6mnths we can cancel early with no penalty as long as the military orders show we are leaving. So guess what, after we get orders Icall and they try to say I can’t cancel without a fee. I say “Oh yes, the law is on my side with the military” She argues that my husband is the military member not me..even though the Army puts me on his orders and moves the whole family to Korea. Finally get a Super. who says fax orders and we’ll cancel. So i fax orders and leave for Korea. Only to find the next month I’m billed for the monthly fee anyway. So the calling begins with one rep transfering me to another and the final one saying I don’t see that your orders were faxed or recieved so I can’t cancel til we get a copy. So now from Korea I must fax more copies and hope they “appear” and get taken to the right place/person. I tell ya, the military uses Nextel but I’m going to write a letter to the Dept. of Defense and the General of the Ft.Bliss base and say do we want to give business to a company that is so hard to get good customer service?
On Fighting the good fight,
Shannon
My letter to sprint via e mail to Gary Forsee, the CEO, i will pot results as they are still coming in. I even represent sprint through an affilate site that sells about 250 phones a month. They really suck.
Mr. Forsee,
I am sending you this email in hopes you could return to me better results, than what I am currently receiving. I have contacted Jerry Adrino, whose e mail I was given by a very rude account rep. He has since forwarded me to Ben Parker the collections manager in Denver, Colorado.
Mr. Forsee on 06 June 2008 I made a payment of $1279.52 in Cash to what I thought was a Sprint retail corporate store. I have since found out they are what sprint calls a 3rd party store. On 28 August 2008 my account was shut down due to it being 150 some days past due. I called *2 from my phone and was advised this payment was reversed. Since I did not receive a check in the mail for $1279.52 I suspected this was a mistake. Further conversation with the rep advised this payment was made with a credit card ending in a number that does not match the only 2 credit cards I own. The rep then advised that the payment was made through a money gram, and it was the money gram payment that was returned. He explained he could be of no further help and disconnected me when I asked to be transferred to a supervisor. I called money gram to ask if they received a payment for this amount and had then requested a return from sprint. Money gram not only had not received a payment in this amount they also advised me there is no way to reverse a money gram payment unless the purchaser of the money gram returned to a money gram location with all the paperwork received at the time of purchase and on top of that the payment was not yet posted to whomever the payment was sent.
I in turn called CC back from my phone and was then advised the credit card used to make the payment was used on line. I explained this payment was not made by credit card and was in-fact made by cash at a sprint store in Blue Springs, MO. This time the rep opened a Dispute on my account and restored my service pending the research department receiving a copy of the receipt. I sent the receipt to 800-877-9000 on 3 Sept 2008.
I again found my service to be disconnected yesterday morning 7 Sept 2008,
So once again I called, I explained the situation all over again. I was asked to send the receipt to another fax number, of 520-504-6298 to Maria Shelton. Ms. Shelton restored my service. Today 8 Sept 2008 I was disconnected again.
I called to have this issue resolved, I spoke with a rep who I was disconnected from, when I called back I got a supervisor whom said I needed to make a payment to have my service restored. I tried to explain the situation and was asked to send a copy of the receipt to her as well. I was given the fax number 913-523-1518. I sent the fax I was advised she could no longer assist me. I asked to be transferred to her supervisor so I could have them restore my service, and I got disconnected.
I called back and got a rep whom reviewed the account, Mila ID Number 056, and restored my service, asking me to again fax a copy of the receipt.
I figured since my service was restored I should call the location in which I made the payment and see if they could figure out why it was reversed. One of the reps I spoke with previously stated that some 3rd party stores will accept payments and then use their credit card to post the payment to the account. I felt this to be a bit out of the ordinary so I asked the Store manager at the store location I made the payment. He said they use a System called pre-cash, and he looked under My Name, Company Name, And all my numbers and could not find the payment. Apparently a sprint CC rep called as well and a man named Michael from the store stated on 7 Sept 2008 he was the store manager. The gentleman I spoke with name was Joe, and yet a sprint rep named Shante said a different name for the store manager when she called. Anyhow I asked this Joe if I could have the number to the corporate office, and he stated he could not give that out. So I looked them up and found a number I could call to reach Wireless Lifestyle. When I attempted to make that call I got a message saying my account could not be validated. When I called back I was redirected again to finance and was advised I needed to make a payment. I asked why the phone had been shut off again and they informed me the fraud department over viewed the restore previously and shut it down again. I was transferred to the fraud department and was spoken to very rudely, and was accused of never making a payment in the first place. Again I was transferred back to Shante, who said she shut the phones off again because I am not going to be receiving service if I cannot pay my bill. After arguing with her I began to get frustrated, and in the meantime I had received an e mail from Jerry Adrino, and Ben Parker. I asked to speak to Shantes supervisor because all she was doing was not listening. She informed me my account was on her desk and not going anywhere until a payment was made. She advised me the receipt I sent was not valid. At that point I demanded a transfer and was connected to Ben Parker, In Denver. I was asked to yet again send this fax copy of the receipt to 913-523-9513. And he would take care of this within 30 minutes. Since I have not heard back and this was at 11am central time.
I would like if you or someone from your office could look into this and please make sure this is resolved. I am miles from home on business, so I cannot return to that store to do anything and I do not see where that would help me at all being they are stating they never received a payment from me in the first place.
Email is my only means of communicating as my wireless service has been shut off.
I am sorry to have to bother you with something you may find mi-nute however this is causing me sever pains in my business and frustrations over the situation. I cannot make any money if clients or prospects call me and get the message my number is not in service.
Please Advise you have taken this into consideration.
Thank You,
Joshua T Dooly
Destiny Marketing Group
Wireless | Sprint Nextel, AT&T, Verizon, US Cellular, AllTell | VOiP, Hosted PBX
Travel | Custom Vacation Packages For Less | Health and Wellness and Beauty
The Healthy Energy Drink | Online Mall | Advanced Video Security
Joshua T Dooly | Chief Solutions Advisor |
Phone: 970.333.2204 | Fax: 866.279.7993 |
joshdooly@gmail.com | http://www.myfreebiz.net |
Hey at least you all got to use Sprint!
I went on their Website Sunday and ordered 3 Blackberries and service, got all the way to the end, and got their “System error” page. No problem I thought (I build websites for a living for 11 yrs now) I’ll come back later or Monday.
So later that night I’m checking my bank account and there is the money for Sprint gone to Sprint!
So I call Sprint, and there is no record of me having an account, but they do have a record of me using my debit card to give them money. (I.E. their website charges your card BEFORE an account is created!!! This is completely back-wards of how it should be!)
Anyway I have received the run around from them for the last 2 days now and found this site looking up their corporate info.
Thank you for the email addresses I will be using them!
Wow Steve, that’s ballsy of them to charge you but have no record of actually owing you a product or service in return.
Do they actually think people just want to throw money at them for no reason?
Sheesh. Good luck. Honestly, if they give you a chance to back out, I would take it. Consider your experience a warning of what’s to come.
After reading what is here, and on a few other sites my search turned up, I am filing the paper work at my bank tomorrow to deny the payment.
I will be looking at other carriers! I had no idea Sprint had fallen so far from grace. Sad, cause they used to have a great name.
Once again, thanks for the heads up on Sprint!
Wow! I am thrilled to find this blog. I felt so alone before this! I’d love to share my most recent Sprint saga…maybe it’ll be healing to vent.
I’ve been a Sprint customer for 7 years and though I may have paid some bills late, I have ALWAYS paid them.
I have 2 lines; one that I use myself and one that I reserve for family members to use when needed (eg. when my Navy brother is living out of the country, he is able to use the phone for a few weeks when he comes to visit without the need to get his own account). When not in use, I “suspend” the 2nd line and pay about $10 a month just to keep it around.
A few months ago I switched to the $99.99/mo plan. Unbeknownst to me, with that plan, a second line requires its own separate plan. Apparently the service rep that I “chatted” with online was not aware of this either. So for 3 months I went along my merry way… Until one day…
Returning from a weekend where I was out of the service area, I was having trouble using my phone. When I called the automated system it told me that I owed over $400 and my service had been “disrupted”. What?! How does $99.99 become $400???
THREE HOURS and SIX HANG-UPS (theirs not mine) later (no exaggeration) I am told…oops! We forgot to bill you, but these are charges for your second line. You mean my $10 line???
Turns out, when I made a device change on my second line the week before, the “system” suddenly “noticed” that I hadn’t been charged for 3 months so they decided to drop all the charges on me at once! The only problem with that is…if they HAD charged me correctly the FIRST month, I would have called to question my bill THEN because they had never once told me to expect a change on my second line.
I’ve summarized quite a bit, but to tell you the truth, I was expecting them to say, we are sorry. You’re right. You’ve been a loyal customer for many years. We’ll reverse the charges this one time. I told them I can’t afford a $400 monthly bill. And just because they made an error, I shouldn’t be punished for it. Their response was “that’s why we are offering you a payment plan”. OOOOhhhh pardon me! I’m so happy that I get to pay $200 today and $200 next week. Thanks for your wonderful customer service!
And I DID pay it.
Since then my service has been disrupted because of their error again, I was refused a 3rd line because of previous disruptions on my account (that were also their error), and if I want to leave them I must pay a $400 termination fee ($200 PER line). Today I am looking at a bill that is over $300. Hmmm…how does that happen again?
Sprint has been nothing but grief. I have been long-suffering, giving them the benefit of the doubt for too long. I see that now that I’ve read your “testimonies”!
I am expected to pay them on the precise day they require or consequences will follow. That’s my end of the bargain. What are the consequences for them if they don’t hold up their end of the bargain?
Sprint’s customers continue to flee. Here’s why:
1) I made the mistake of buying a Blackberry from a Sprint telemarketer. I travel extensively, and was in need of a new phone so I was actually glad the guy called. He told me that Sprint was offering a special price with rebates galore. Hey, Sign me up! I purchased the phone using a Visa card. The phone I ordered was the wrong one so I went to the Sprint store to exchange it for an upgraded Blackberry World Phone. The store didn’t have one in stock, however the clerk kindly handed me their phone to order it from another department. The clerk then did an exchange using my Visa at the cash register, and I my new phone arrived at my home two days later. Cool.
2) Since I’m not exactly a tech-savvy phone genius, I returned to the Sprint store to get some help setting up my new Blackberry. They were marginally helpful; however they got me fixed up nonetheless.
3) I chose the Blackberry World Phone because as I said, I travel extensively. I was leaving for China in a few days and just as I do every month, I dial *3 to pay my Sprint bill. I was a bit shocked when the lovely robo-woman told me that my new balance was $1100.00! As I said, I purchased one phone, exchanged it for another, all on my Visa card. My normal phone bill is around 100.00 per month, and now I’m looking at an $1100.00 phone bill. I called “customer service” immediately to get to the bottom of it.
Oh my God! I spent two days, and a total of 9 hours on the phone dealing with one idiot after another. In two days, I spoke with 29 different people. I was hung up on, mysteriously disconnected with, put on perma-hold, and treated like dirt by these evil mutants employed by Sprint. I was yelled at, threatened, called a liar, insulted in a half a dozen other ways, and still nobody could figure out why my phone bill was $1100.00.
I had only two days to go until I’m on a plane for China, and I’m going through a living hell with Sprint! I was only in the US for a total of four days in between trips abroad. Time that I could have spent with family or friends was consumed by having to deal with Sprint “customer service”.
On the third day, I return to the Sprint store to try to resolve the issue. The manager of the store dialed some kind of secret magical number and handed me their phone to speak with some big chief, or the “king of Sprint”, or whatever. The guy was very pleasant, and tried to help me unravel the whole mess. Turns out, I was charged for three phones. They charged my Visa bill, and there were overlapping charges on my Sprint bill. He credited me for part of the damage; however I was told that the credit for $700.00 on my Sprint bill wouldn’t show up until my next monthly statement.
At this point, I was just happy to know that I had a working telephone to take to China, and I was glad to know that the issue was more or less resolved. Had I not been on such a hectic travel schedule, I would have dropped Sprint immediately.
4) One month later: I return from China, dial *3 to pay my Sprint bill, only to hear robo-woman’s voice telling me that I’m past due for the amount of $700.00. Now, I’ve never been late with paying my Sprint bill. In fact, I usually pay early. I’ve been a loyal Sprint customer for eight years. I didn’t use my phone in China, except to reply to annoying messages from Sprint which I was receiving daily (Apparently, when you have an open dispute with them, they try to annoy you into submission by hounding you to death across the globe. You can run, but you can’t hide!)
So once again, rather than go through another two days of degradation trying to resolve anything on the phone with “customer service”, I drive to the Sprint store. During my jet-lagged attempt to get some answers from the guy in the store, I was told that this was somehow my fault because “We told you it would take a month for the credit to show up on your statement”. So let me get this straight; You’re scolding me for buying one of your phones, you’ve charged me for three, I call “customer service” only to hear that I have a “past due” balance, and I’m just supposed to lump it? He suggested that I pay the bill, even though I don’t owe them money, and wait until yet another month goes by for the billing department to straighten it out. Rather than get violent with the guy, I marched out of there and promptly called “customer service” again to see if I could find some answers.
Finally, I get someone who isn’t on drugs to speak with. The “supervisor” more or less got it straightened out. It’s been almost three months, and I’m still waiting for that rebate. Never did get that “special offer”. After the mental anguish Sprint put me through, they should give me free phones and free service for life. I would drop Sprint, however I’m in China again this month, and I’m heading to Italy after Christmas. As grueling as my travel schedule is, I don’t have time to change service right now. Whenever I can take a break, dropping Sprint is high on my to-do list!
I would file a complaint directly with Sprint, however I’ ve had enough interaction with these folks. Their brand of “customer service” freaks me out a little.
Funny side note:
While I was in China last month, I realized that I forgot to call Hertz in the US before I left to reserve car to upon my return. Since I really didn’t know how to dial US directory assistance from China to get the number for Hertz Rent-A-Car, I called Sprint to ask “customer service” for help. I explained to the woman that I was in China trying to reach directory assistance in the US so I could make a rental car reservation. The woman at Sprint “customer service” responded by yelling “Sir, we are not a travel agent”, and then hung up on me.
… At least they’re consistent.
I too had bad experience with Sprint. About 7 plus years ago I bought a $300 phone and signed on with SPrint, including an insurance plan to replace my phone if lost or stolen.
A few months later my phone was stolen. I filed a police report, got a copy and immediately called Sprint to have my cell phone deactivated because it was stolen. I gave to woman all the information, police report number etc etc.
Then she tries to offer me a phone worth $49.99 to replace my $300 phone, I was like “You need to do better than that since my insurance policy cost me more than the phone you are offering me.” She said she would get back to me, she assured me everything is being taken care of and she was having my phone deactivated.
A few months later I started recieveing phone calls at my work, several times a day about my outstanding balance. I was like what outstanding balance. I told them a few months back the phone was stolen, I reported it and asked for it to be deactivated. THey looked back and said well on that date there was a change of service, but it wasn’t turned off. ( I was still waiting for the lady to get back to me about a replacement phone BTW). The man on the phone practically called me a liar. HE was rude and arrogant.
He called me many times during my work hours harrassing me.
I too emailed anyone in higher authority about this after being harrassed for a week.
I was told that my bill would be expunged and it was a typo that caused this error.
Sounded like a done deal! No wait…it gets better….
7 plus years go by and what do I get in the mail…. a bill from a collections agency….. and who are they representing….you guessed it SPRINT!
I am thinking of rporting them to the media. Better business bureau and filing fraud charges as well as harrassment charges. I am sure this allegedly expunged bill has hit my credit reports too as an unpaid bill.
I emailed all these ceo’s you listed. Let’s see how they answer my letter I emailed them!
Sue
I purchased my Sprint phone on Monday, 05 May 2008. I should have received the rebate by Monday, 11 August 2008 at the very latest. I repeatedly submitted the rebate request and each time Sprint claimed the requested was never received. After submitting the rebate request numerous times via mail, fax, and email each and every time with Sprint continuing to claim the rebate request was never received I began filing rebate fraud complaints against Sprint in March 2009 and I still have not received a rebate check. Sprint has lied to me and the Better Business Bureau about this matter. Sprint reported to the BBB that a representaive has spoken with me and the matter is resovled. That is a lie! This company has no intentions of sending the rebate check and that is fraud! As of Friday, 19 June 2009 I have filed a rebate fraud complaint with 98 agencies/sites/blogs including Ripoff Report, Planetfeedback, Better Business Buareau, and the Attorney General just to name a few. I have contacted tv stations and news reporters in 30 different states and reported this fraud complaint and I will not stop until I receive my rebate check and three months free service for this blatant fraudulent behavior. This company is foul.