It's been a while since I last posted; I mean, after all, I'm no longer with Sprint, right...?? So then you might be wondering, "Why is Mark still blogging about them again?"
Well, you see, even though I escaped the grips of that terrible provider, my brother was still under contract through this past November - and because it was a family plan that I set up, the account was still in my name. For a year now, excitement has grown in me at the prospect of calling up Sprint and telling them that I was cancelling the last line of service on their network to never return.
That fateful day finally came on November 27, 2010. We first attempted to port Paul's number to AT&T, but to no avail. When we called Sprint, the agent shared that as part of the porting process, the line was cancelled. Not trusting anything Sprint tells me, I asked to speak with a supervisor to confirm. Of course, that meant I would need to hold. The agent took my number in case we got disconnected.
In case we got disconnected? Really? I don't know that the company has yet trained a single one of their agents how to properly use a phone or headset. There hasn't been a time that I haven't been disconnected! And this, my friends, was no exception. Only guess what, Sprint never called back. Typical. Piece of **** company.
Ok, so fast-forward a couple weeks later. I decided to call Sprint again to speak with another agent to confirm that the line had been indeed cancelled. Again, I've learned the hard way that the ability for the company to get anything right is near impossible. When I spoke to the agent, she sounded genuinely surprised that the account had indeed been cancelled. Curiously, she had to put me on hold to "talk to a supervisor" a couple times to understand something about my account (that always concerns me!) But when she came back, she assured me the account was cancelled - and even tried to see if I might be interested in this "4G" thing they've made up.
No thank you. Just calling to make sure that I am officially done with Sprint. Check.
Fast forward to today, January 11, 2011. I get home from work and my brother hands me a bill. Any guesses who it was from?
Wow! If you said Sprint, you're psychic! Sure enough, there it was in black and white, a bill for $59 for the month of December.
So I called determined to get to the bottom of this issue. If nothing else, I had already decided that I would dispute the charge with Mastercard and let them deal with the endless hold times and non-existent customer service.
As always, I had to key in my 10-digit telephone number only to have to provide it to the agent once again. When the agent pulled up the account, she saw that, sure enough, it was still open! LOL - it is kind of comical in some way! After sharing that I called on 11/27/2010 and then again in December to confirm, all she could say was, "There's not record of that in your account." She even asked me, "Did you call and speak to one of our operators?" No. I called Verizon. Whoops.
YES. I called you. Several times! And every time was told that the account was closed.
Then I got the inevitable, "I'm going to put you on hold for a moment while I look into your account." Oh no. Here we go... Nearly 10 minutes later, the agent comes back and says, "Ok, I've wiped out the balance for the future and have closed the account." When asked about the charges that I received for December, she immediately said, "Let me go look" and sent me back into Sprint's endless waiting room.
At the 19 minute mark, she came back on the line - and then I heard the most terrifying sound when talking to Sprint - silence. Sure enough, the agent had disconnected me after 19 minutes on the phone.
Livid. Paul tried to calm me down, but there was no going back now. I dialed that number one more time and vowed that it would be the last time I called this *$*#$ company. This was it.
After entering my 10-digit number and then repeating it (twice) to the agent, Jessica introduced herself and asked if I was having a good day. Hmmm. Maybe folks from Sprint should be trained not to ask folks that have their service that question. LOL - When I shared with her what happened, she seemed very understanding and told me that she would need a few minutes to research my account. However, this time, instead of putting me on hold, she simply kept me on the line. This one simple step could eliminate so many problems for their call centers. Thank you Jessica!
After nearly 10 minutes, and a couple check-ins with me to ensure we were still connected, she said she needed to put me on a brief hold, but took my phone number in case we got disconnected. Another 5 minutes go by before she comes back. When she finally does, she says, "Ok, so this is complicated, but I'm going to try to explain it to you the best I can..."
It turns out that somehow, when we cancelled Patrick's line 2 years ago, the agent didn't do it correctly and ended up creating a "second account" for Paul and my line. When I cancelled a year ago, there were no issues. The problem came when cancelling the final line. You see, the calls to cancel the account were noted on the wrong account - leaving Paul's number fully in service since 11/27/2010. Both accounts needed to be cancelled in the system at the same time in order for the change to go into effect.
So Jessica did it. She cancelled both accounts. I asked her to verify that the first agent that had disconnected me indeed credited my account. Guess what... *grin* Nope! Turns out that she did the credit in the wrong place, so Jessica had to start from scratch to issue a credit to the account.
When all was said and done, I was on the phone with Sprint for another 49 minutes tonight. 49 minutes and I don't even have a single line of service with them anymore!
I can only hope that today's announcement of Verizon getting the iPhone will drive additional subscribers away from Sprint. If I ever win the lotto, I've committed that a portion of that money will be spent providing users who leave Sprint a credit on their first several months of service at a competitor. Yes. I would spend my own money to "buy" people away from them. Petty? Pretty sure it is. Come on lotto numbers!!
So, my only question to you, the reader, is this: What are the odds that on February 10th, I won't receive another bill from Sprint? I'd say, about the same odds I have of winning that lotto...
Tuesday, January 11, 2011
Monday, December 21, 2009
I've finally given up
Well, it has been a tumultuous year. I've had seven devices and have spoken to dozens (literally) of Sprint representatives. My final attempt to make amends with Sprint was a letter sent to Dan Hesse, CEO of Sprint (Open Letter to Sprint CEO, Dan Hesse).
With no resolution to my problems, I called Sprint Account Services on Thursday, December 10, 2009 to release me from my contract. I shared my story and encouraged Chris to review the notes on my account (which he appeared to do). He apologized and asked what he could do for me. My response, "Chris, I just want you to say 'Mark, thank you for being a loyal Sprint customer for 8 years, we really appreciate that. I understand that you would like to be released from your contract and I can do that for you.'" 10 minutes later, Chris granted me my wish.
On December 11, 2009, I transferred my number to AT&T and terminated my account with Sprint.
While very few people may ever discover this blog, for the few that do, please let this serve as a strong warning. Until Sprint gets their act together, be very aware of what you're getting into when signing a 2-year contract. I realize that there are a lot of people who complain about this service or that without any background. Let this blog provide you all of the context you need to make an informed decision.
And if by chance anyone from Sprint ever stumbles upon this blog and would like to make amends and apologize for the experience I've had this past year, my contact information is included on the main page.
For those of you who followed this blog, thank you for listening. It's just too bad someone from Sprint never did.
Sincerely,
-Mark
With no resolution to my problems, I called Sprint Account Services on Thursday, December 10, 2009 to release me from my contract. I shared my story and encouraged Chris to review the notes on my account (which he appeared to do). He apologized and asked what he could do for me. My response, "Chris, I just want you to say 'Mark, thank you for being a loyal Sprint customer for 8 years, we really appreciate that. I understand that you would like to be released from your contract and I can do that for you.'" 10 minutes later, Chris granted me my wish.
On December 11, 2009, I transferred my number to AT&T and terminated my account with Sprint.
While very few people may ever discover this blog, for the few that do, please let this serve as a strong warning. Until Sprint gets their act together, be very aware of what you're getting into when signing a 2-year contract. I realize that there are a lot of people who complain about this service or that without any background. Let this blog provide you all of the context you need to make an informed decision.
And if by chance anyone from Sprint ever stumbles upon this blog and would like to make amends and apologize for the experience I've had this past year, my contact information is included on the main page.
For those of you who followed this blog, thank you for listening. It's just too bad someone from Sprint never did.
Sincerely,
-Mark
An Open Letter to Sprint CEO, Dan Hesse
Name
Address
Phone
September 2, 2009
Re: Service and support complaint
Dan Hesse
Chief Executive Officer
Sprint Nextel Corporation
KSOPHT0101-Z4300
6391 Sprint Parkway
Overland Park KS 66251-4300
Dear Dan,
I’m writing today as a very disappointed Sprint customer. I have been a loyal subscriber for as long as I’ve had a cell phone. I signed up for service in 2002 and since that time have brought my brothers and several other friends to Sprint. In fact, my brothers and I even signed up for a Family Share plan in 2008.
Then, in December of 2008, I purchased a Palm Treo 800w. At that time, I had no way of knowing what a frustrating experience I was in for. It is now September and I’m on my seventh device. Over the past eight months, I’ve spoken to literally dozens of representatives (see account notes). I’ve driven to the Sprint Service Center numerous times. I’ve had activation issues, software issues and agents that flat out told me that they didn’t know how to do what needed to be done to fix my issue.
In all of this, I’ve remained calm and appreciative of the agents who have assisted me. After all, I have been on that side of the phone and know all too well that the agent is a product of the training and support they receive in the call center or outsourced partner they are employed through.
While I have remained calm on the phone, my frustration and resentment toward Sprint have only grown after each experience. Today has been no exception.
Let me recap for you a few events that I’ve experienced over the past eight months, for after my third device, I started capturing each call in detail. Please be assured, each interaction that I have had over the past eight months has been similar, the below are just a sampling. From dropped calls to confused agents, the events below are not unique.
June 1, 2009 (AM)
I called Sprint customer support on June 1, 2009 due to a text messaging problem on my fourth device. The first representative that I spoke to asked for my name, 10-digit wireless number and account pin. When they realized the problem was beyond what they could help with, I was transferred to tech support. Here, we walked through a few steps before the rep quickly transferred me to Palm support. Once again, I was asked for my 10-digit wireless number, name and pin. In going through the support options the rep had available, he realized we would need to do a “RTN” on the device (I literally had to ask what he was saying. Translation: Hard Reset). When I asked if I could back my data up to my storage card, the rep instructed me that I could not do that; instead, I needed to back up my information to my computer at home and call back.
First, let me call out that this is not accurate. The device absolutely can (and should) be backed up to the storage card in this situation. Second, when I asked how I get back through to Treo support, he explained that I needed to dial *2 from my device and repeat the process I had just gone through.
This is interesting on multiple accounts:
1. Any tech support agent should know that you cannot call into support from the device you are having a problem with
2. Why should a customer with an issue have to go through multiple layers of providing their account information and pin, only to get transferred from one agent to the next and only then to support
But, limited to the option presented to me, I had no choice but to call back.
June 1, 2009 (PM)
The first rep I spoke to (now the fourth agent of the day) asked for my 10-digit wireless number, name and pin and transferred me to support almost immediately. The support rep struggled to help me. First, she could not understand what the issue was. When I explained that I had backed up my contents and needed to do a hard reset, she struggled with what data would be restored. She spoke with several of her colleagues, yet no one seemed to know what to do. As a result, she finally decided to transfer me to Palm support.
The next thing I heard on the phone: a dial tone.
Twenty-seven minutes on the phone and the agent disconnected me. Again, I wish I could say that this is the first time this has happened to me. Rest assured, it is not.
I immediately called back. The rep (number six) asked for my 10-digit wireless number, name and pin. Upon providing that information, I asked if I could speak directly to a supervisor and explained the situation. After being placed on hold for about a minute, the rep came back and explained to me that it would be 15 minutes to talk with a supervisor and asked if I wanted to wait. When I asked if he could just transfer me to Treo support, he indicated he could transfer me, but just to support. Because of my previous experience, I asked the representative to stay on the line with me until I got transferred to Palm support.
After a few minutes, Katherine from Palm support was finally connected to the line. She assessed the issue and explained that I needed to do a hard reset. I explained that I had backed up the material and was ready to walk through the process. We reset the device and then restored the content – all in about 5-7 minutes.
However, the problem still existed.
It was at this point that the rep explained to me that I probably had a corrupt file on the device and that we may not be able to save any of my data. We rebooted the device again, restored the contents from backup and again experienced the same problem.
The rep explained that we needed to do a hard reset and all data would be lost. This included all text messages, emails, settings and programs.
And so we did. I now have a device that is reset to the factory standard. After fifty-three additional minutes on the phone, the device was finally able to send text messages. The cost for today’s resolution? I spoke with seven different reps, got disconnected once and spent over 90 minutes on the phone (again, see account notes with any questions). When asked to be transferred to Customer Service to share my experience, I was put on hold and transferred to Satine from Palm Support. When I explained my transfer request, the rep explained that I had been mis-transferred and that she could try to transfer me to customer service.
When that didn’t work, I gave up and hung up my phone.
August 14, 2009
The issue I had in April and June resurfaced again on August 14, 2009. I spoke with Wallette (5:51pm) who transferred me to Chantera (5:57pm) who disconnected us after 25 minutes. When I called back, I spoke with Shyra (6:23pm) who transferred me through to Bryan (6:31pm) who then put me on hold before transferring me to another Bryan in tech support (6:41pm). Bryan put me on hold while researching the issue and came back at 6:50pm to tell me, “Unfortunately, I can’t get you out a different phone; I can’t even send you out a replacement since you’ve had so many. The only thing you could possibly do is go into a support center and they may be able to swap you out a new phone. However, there is a chance that they may not be willing to do that.” I explained how disappointed I was in his answer and the overall Sprint experience. We disconnected at 6:53pm. It was another hour on the phone with Sprint with no resolution, and no solution to my problem. (Only after calling back on August 15 and August 16, three trips to Sprint service store 1558 and two more defective devices did I finally receive a device that appears to be working. Of course, this new device required two more calls, one on August 31 for activation and another on September 1 for tech support, as the previous rep hadn’t activated data.)
This letter is the result of eight months of struggles with the seven Sprint devices I’ve had during this time and the poor quality of Sprint service. While I’ve maintained a positive demeanor with each of your agents, I cannot tell you how very, very disappointed I am in the service and support I have received.
I honestly don’t even know what to ask for at this point. I’ve spent more hours than I even care to add up on the phone with support. Not to mention the time I’ve spent in the actual Sprint store and Service Center. After all of that, I’m still not confident in my device, or in the service and support that go along with it.
This all leaves me to ask: what would you recommend the “compensation” for my efforts be? A sincere apology would be a nice start. I am also requesting that for the following year, you kindly suspend all billing related to my family share plan. I am also requesting a credit for a new device so that I can replace the Palm Treo device once and for all.
This will help restore some of the confidence I have in Sprint as my cell phone carrier; however, this request is only part of what needs to happen. In order for you to recapture my trust and loyalty, you must follow through on your service, not just for me, but for every customer (and potential customer) you have. Continue to invest in your training programs, continue to invest in your front-line leaders and continue to invest in technology that will help your reps, not hinder them.
But most importantly, at the end of the day you must invest in your customer. All of the training and technology in the world cannot replace the simple gratitude I feel when someone says, “I can help you with that, and I’ll be by your side until we’ve got this resolved.”
Thank you for your attention to this matter. I look forward to a prompt response to my request and appreciate your time.
Sincerely,
Signature
Sprint Customer since 2002
cc: Bob Johnson, Chief Service Officer
Address
Phone
September 2, 2009
Re: Service and support complaint
Dan Hesse
Chief Executive Officer
Sprint Nextel Corporation
KSOPHT0101-Z4300
6391 Sprint Parkway
Overland Park KS 66251-4300
Dear Dan,
I’m writing today as a very disappointed Sprint customer. I have been a loyal subscriber for as long as I’ve had a cell phone. I signed up for service in 2002 and since that time have brought my brothers and several other friends to Sprint. In fact, my brothers and I even signed up for a Family Share plan in 2008.
Then, in December of 2008, I purchased a Palm Treo 800w. At that time, I had no way of knowing what a frustrating experience I was in for. It is now September and I’m on my seventh device. Over the past eight months, I’ve spoken to literally dozens of representatives (see account notes). I’ve driven to the Sprint Service Center numerous times. I’ve had activation issues, software issues and agents that flat out told me that they didn’t know how to do what needed to be done to fix my issue.
In all of this, I’ve remained calm and appreciative of the agents who have assisted me. After all, I have been on that side of the phone and know all too well that the agent is a product of the training and support they receive in the call center or outsourced partner they are employed through.
While I have remained calm on the phone, my frustration and resentment toward Sprint have only grown after each experience. Today has been no exception.
Let me recap for you a few events that I’ve experienced over the past eight months, for after my third device, I started capturing each call in detail. Please be assured, each interaction that I have had over the past eight months has been similar, the below are just a sampling. From dropped calls to confused agents, the events below are not unique.
June 1, 2009 (AM)
I called Sprint customer support on June 1, 2009 due to a text messaging problem on my fourth device. The first representative that I spoke to asked for my name, 10-digit wireless number and account pin. When they realized the problem was beyond what they could help with, I was transferred to tech support. Here, we walked through a few steps before the rep quickly transferred me to Palm support. Once again, I was asked for my 10-digit wireless number, name and pin. In going through the support options the rep had available, he realized we would need to do a “RTN” on the device (I literally had to ask what he was saying. Translation: Hard Reset). When I asked if I could back my data up to my storage card, the rep instructed me that I could not do that; instead, I needed to back up my information to my computer at home and call back.
First, let me call out that this is not accurate. The device absolutely can (and should) be backed up to the storage card in this situation. Second, when I asked how I get back through to Treo support, he explained that I needed to dial *2 from my device and repeat the process I had just gone through.
This is interesting on multiple accounts:
1. Any tech support agent should know that you cannot call into support from the device you are having a problem with
2. Why should a customer with an issue have to go through multiple layers of providing their account information and pin, only to get transferred from one agent to the next and only then to support
But, limited to the option presented to me, I had no choice but to call back.
June 1, 2009 (PM)
The first rep I spoke to (now the fourth agent of the day) asked for my 10-digit wireless number, name and pin and transferred me to support almost immediately. The support rep struggled to help me. First, she could not understand what the issue was. When I explained that I had backed up my contents and needed to do a hard reset, she struggled with what data would be restored. She spoke with several of her colleagues, yet no one seemed to know what to do. As a result, she finally decided to transfer me to Palm support.
The next thing I heard on the phone: a dial tone.
Twenty-seven minutes on the phone and the agent disconnected me. Again, I wish I could say that this is the first time this has happened to me. Rest assured, it is not.
I immediately called back. The rep (number six) asked for my 10-digit wireless number, name and pin. Upon providing that information, I asked if I could speak directly to a supervisor and explained the situation. After being placed on hold for about a minute, the rep came back and explained to me that it would be 15 minutes to talk with a supervisor and asked if I wanted to wait. When I asked if he could just transfer me to Treo support, he indicated he could transfer me, but just to support. Because of my previous experience, I asked the representative to stay on the line with me until I got transferred to Palm support.
After a few minutes, Katherine from Palm support was finally connected to the line. She assessed the issue and explained that I needed to do a hard reset. I explained that I had backed up the material and was ready to walk through the process. We reset the device and then restored the content – all in about 5-7 minutes.
However, the problem still existed.
It was at this point that the rep explained to me that I probably had a corrupt file on the device and that we may not be able to save any of my data. We rebooted the device again, restored the contents from backup and again experienced the same problem.
The rep explained that we needed to do a hard reset and all data would be lost. This included all text messages, emails, settings and programs.
And so we did. I now have a device that is reset to the factory standard. After fifty-three additional minutes on the phone, the device was finally able to send text messages. The cost for today’s resolution? I spoke with seven different reps, got disconnected once and spent over 90 minutes on the phone (again, see account notes with any questions). When asked to be transferred to Customer Service to share my experience, I was put on hold and transferred to Satine from Palm Support. When I explained my transfer request, the rep explained that I had been mis-transferred and that she could try to transfer me to customer service.
When that didn’t work, I gave up and hung up my phone.
August 14, 2009
The issue I had in April and June resurfaced again on August 14, 2009. I spoke with Wallette (5:51pm) who transferred me to Chantera (5:57pm) who disconnected us after 25 minutes. When I called back, I spoke with Shyra (6:23pm) who transferred me through to Bryan (6:31pm) who then put me on hold before transferring me to another Bryan in tech support (6:41pm). Bryan put me on hold while researching the issue and came back at 6:50pm to tell me, “Unfortunately, I can’t get you out a different phone; I can’t even send you out a replacement since you’ve had so many. The only thing you could possibly do is go into a support center and they may be able to swap you out a new phone. However, there is a chance that they may not be willing to do that.” I explained how disappointed I was in his answer and the overall Sprint experience. We disconnected at 6:53pm. It was another hour on the phone with Sprint with no resolution, and no solution to my problem. (Only after calling back on August 15 and August 16, three trips to Sprint service store 1558 and two more defective devices did I finally receive a device that appears to be working. Of course, this new device required two more calls, one on August 31 for activation and another on September 1 for tech support, as the previous rep hadn’t activated data.)
This letter is the result of eight months of struggles with the seven Sprint devices I’ve had during this time and the poor quality of Sprint service. While I’ve maintained a positive demeanor with each of your agents, I cannot tell you how very, very disappointed I am in the service and support I have received.
I honestly don’t even know what to ask for at this point. I’ve spent more hours than I even care to add up on the phone with support. Not to mention the time I’ve spent in the actual Sprint store and Service Center. After all of that, I’m still not confident in my device, or in the service and support that go along with it.
This all leaves me to ask: what would you recommend the “compensation” for my efforts be? A sincere apology would be a nice start. I am also requesting that for the following year, you kindly suspend all billing related to my family share plan. I am also requesting a credit for a new device so that I can replace the Palm Treo device once and for all.
This will help restore some of the confidence I have in Sprint as my cell phone carrier; however, this request is only part of what needs to happen. In order for you to recapture my trust and loyalty, you must follow through on your service, not just for me, but for every customer (and potential customer) you have. Continue to invest in your training programs, continue to invest in your front-line leaders and continue to invest in technology that will help your reps, not hinder them.
But most importantly, at the end of the day you must invest in your customer. All of the training and technology in the world cannot replace the simple gratitude I feel when someone says, “I can help you with that, and I’ll be by your side until we’ve got this resolved.”
Thank you for your attention to this matter. I look forward to a prompt response to my request and appreciate your time.
Sincerely,
Signature
Sprint Customer since 2002
cc: Bob Johnson, Chief Service Officer
Saturday, October 3, 2009
Sprint Customer Feedback
On Thursday night, at around 7:10pm (CST), I received a call from an 877 number. When I picked up the phone, the agent on the other end identified herself as Abby Gonzolaz. She explained that she was calling from Sprint and wanted to thank me for being a valued customer. Because I am "such a valued customer" she was calling this evening to see if there were any issues I was having with Sprint or anything I'd like to share.
Hmmm, that's Sprint for you. Sadly, they didn't do a good job setting Miss Abby Gonzolaz up for success! Over the next 20 minutes, I shared with Abby my story. She shared numerous times on the phone that my comments were being recorded so that they could be passed along to Sprint. Several times on the call, she made comments like, "That's horrible," or that my experience has been "misery." While it was great to hear her share my frustration, she also said several times, "I'm with Telesales, and so there's really nothing I can do."
Yup, Telesales. Sprint was cold-calling me under the guise of thanking me for my business - from their telesales department?! In fact, Abby said, "You're probably not going to be interested in adding a new plan or anything to your account" to which I replied that I'm actually looking for a way to leave Sprint without paying a fee. She shared that I just needed to tell the same story to the folks on the retention line and that I should have any problem! LOL
Before we hung up, I shared with Abby that I've sent a letter to the CEO as well as to the Chief Service Officer and that my hope was that one of them might be able to help.
I also shared that if she was interested in learning more about my experience that she could check out SprintHorrorStories.blogspot.net - she had me repeat it to make sure she had it right. Abby, if you're out there, thanks for listening to my story. Feel free to leave a comment or send me the recorded call. I'd love to share it with my readers.
-Mark
Hmmm, that's Sprint for you. Sadly, they didn't do a good job setting Miss Abby Gonzolaz up for success! Over the next 20 minutes, I shared with Abby my story. She shared numerous times on the phone that my comments were being recorded so that they could be passed along to Sprint. Several times on the call, she made comments like, "That's horrible," or that my experience has been "misery." While it was great to hear her share my frustration, she also said several times, "I'm with Telesales, and so there's really nothing I can do."
Yup, Telesales. Sprint was cold-calling me under the guise of thanking me for my business - from their telesales department?! In fact, Abby said, "You're probably not going to be interested in adding a new plan or anything to your account" to which I replied that I'm actually looking for a way to leave Sprint without paying a fee. She shared that I just needed to tell the same story to the folks on the retention line and that I should have any problem! LOL
Before we hung up, I shared with Abby that I've sent a letter to the CEO as well as to the Chief Service Officer and that my hope was that one of them might be able to help.
I also shared that if she was interested in learning more about my experience that she could check out SprintHorrorStories.blogspot.net - she had me repeat it to make sure she had it right. Abby, if you're out there, thanks for listening to my story. Feel free to leave a comment or send me the recorded call. I'd love to share it with my readers.
-Mark
Saturday, September 26, 2009
I hate this phone
Every part of me hates the Treo Pro. I am so tired of people texting me asking "Why did you send me this text again?" - every single week, my phone resends dozens of messages. Not only that, but now there appears to be an MMS message that is "stuck" as the phone continuously tells me that the message was not sent and asks if I'd like to retry now or retry later. No matter what I press, the error is displayed again and again.
I'm so sick of this phone and I'm so sick of Sprint. I'm at my breaking point and will be sending a note to Dan Hesse soon. I'll be sure to post the letter here when I do.
Thanks for listening to me rant.
I'm so sick of this phone and I'm so sick of Sprint. I'm at my breaking point and will be sending a note to Dan Hesse soon. I'll be sure to post the letter here when I do.
Thanks for listening to me rant.
Tuesday, September 22, 2009
Sprint Nextel and Bankruptcy Rumors, oh my!
Well, it's been a few weeks since my last post, but let me assure you, my phone has been riddled with errors on a daily basis (literally). Primarily, these errors are related to texting; "Your message cannot be sent, would you like to try again?" There seems to be an issue with the messaging service on the Treo 850 that causes conflict with incoming/outgoing text messages.
Additionally, I've received numerous reports from friends and colleagues that they've received "old text messages" - from hours to weeks earlier! There's nothing like someone getting a text message that reads: "Having fun at the bar, you should come out and party with us!" at 9:30 on a Monday morning...
But today, I saw some news that brought a smile to my face. One of my friends posted a link on my Facebook page that reads: "Ten Big Companies That Are Veering Toward Bankruptcy" - the article includes reference to Sprint and the fact that they've been bleeding customers for some time now.
Here's what the article had to say about Sprint Nextel:
Sprint Nextel is bleeding customers, and could lose as many as 4.4 million net post-paid subscribers this year.
This is a huge problem when you have large amounts of maturing debt over the next few years.
A recent Deutsche Telekom acquisition rumor offered some hope, but that appears to have faded. Facing a difficult road ahead on its own, the company better keep its lawyers on speed-dial.
I'd say their lack of customer service and malfunctioning devices are a key indicator that this company is in trouble.
Good luck Sprint.
Additionally, I've received numerous reports from friends and colleagues that they've received "old text messages" - from hours to weeks earlier! There's nothing like someone getting a text message that reads: "Having fun at the bar, you should come out and party with us!" at 9:30 on a Monday morning...
But today, I saw some news that brought a smile to my face. One of my friends posted a link on my Facebook page that reads: "Ten Big Companies That Are Veering Toward Bankruptcy" - the article includes reference to Sprint and the fact that they've been bleeding customers for some time now.
Here's what the article had to say about Sprint Nextel:
Sprint Nextel is bleeding customers, and could lose as many as 4.4 million net post-paid subscribers this year.
This is a huge problem when you have large amounts of maturing debt over the next few years.
A recent Deutsche Telekom acquisition rumor offered some hope, but that appears to have faded. Facing a difficult road ahead on its own, the company better keep its lawyers on speed-dial.
I'd say their lack of customer service and malfunctioning devices are a key indicator that this company is in trouble.
Good luck Sprint.
Tuesday, September 15, 2009
Sprint Contract Extension - Part 4
So, I finally spoke with a Sprint rep about the survey I took. It was a similar experience to the voicemail recording I posted last week. I couldn't understand the rep at all! I had to ask him to repeat himself numerous times. It was so bad, I had to cover one ear so that I could try to understand his accent.
I explained that my issue had indeed been resolved, however, I wanted to make sure that Sprint realized the error was on their part, not on mine. Of course, the rep had no idea what I was trying to explain and so when he asked if everything was resolved, I replied with "Yes, the contract now has the correct end date." He thanked me for being a "valuable" customer and we disconnected.
*rolls eyes*
This had to be one of the worst calls (in relation to understanding the rep) that I've ever had with Sprint. Eeek!
I explained that my issue had indeed been resolved, however, I wanted to make sure that Sprint realized the error was on their part, not on mine. Of course, the rep had no idea what I was trying to explain and so when he asked if everything was resolved, I replied with "Yes, the contract now has the correct end date." He thanked me for being a "valuable" customer and we disconnected.
*rolls eyes*
This had to be one of the worst calls (in relation to understanding the rep) that I've ever had with Sprint. Eeek!
Friday, September 11, 2009
Sprint Contract Extension - Part 3
So, a Sprint Rep called and left me voicemail today about the recent survey I completed. I haven't had a chance to upload the audio from the voicemail, but I've included the script below... Clearly, not one of their stronger voicemail recordings! ;)
Call from: 888-211-4727
Date: 9/10
Time: 5:39pm
Hi this is Patrick calling you from Sprint and this message is for Mark. I'm calling =pause= today to do a survey, =long pause= I'm calling today =pause=
Hi this is patrick calling you from sprint and I'm calling =pause= today to do a follow-up on a survey you took recently where you indicated that you had a concern that was not resolved. Please reply to the email that you have received recently from Sprint with an appropriate time so that we can contact you and resolve your issue as. Our office hours are 8:30am to 8:00pm Monday through Friday central time. Thank you for being with Sprint. You have a great day.
Call from: 888-211-4727
Date: 9/10
Time: 5:39pm
Hi this is Patrick calling you from Sprint and this message is for Mark. I'm calling =pause= today to do a survey, =long pause= I'm calling today =pause=
Hi this is patrick calling you from sprint and I'm calling =pause= today to do a
Monday, September 7, 2009
Sprint Contract Extension - Part 2
I received a response from Sprint yesterday (Sunday) indicating that I "signed up unknowingly" for a new agreement in April of this year. However, the rep indicates that he has updated my contract end date to be November 9, 2010 due to the fact that adding a plan to my account did not require me to extend the contract. I responded to Sprint thanking them for updating my account and also providing clarity that nothing was added or removed, rather, it was related to a tech support incident. If I hear anything back, I'll be sure to post.
In the meantime, here's the note from Ronald at Sprint:
-----Original Message-----
From: Sprint Customer Solutions [mailto:ecare2@cc.sprintpcs.com]
Sent: Sunday, September 06, 2009 10:39 AM
To: MARK
Subject: Re: [...](Billing / Payment - General Inquiry)
Dear Mark D,
Thank you for contacting Sprint. I understand your concern regarding the agreement.
A two year agreement was signed up on November 10, 2008 and this agreement was supposed to end on November 09, 2010.
However, another two year agreement was signed up on April 18, 2009 because you added the Everything data share plan on your account.
A renewal of agreement is not required while changing the plans. It seems that a new agreement was signed up unknowingly on the line #xxxx while changing the plans. I apologize for the inconvenience caused.
I have added the old agreement on your account and this agreement will end on November 09, 2010. You can keep this email as a confirmation.
We value your business and appreciate the opportunity to assist you. Please reply to this email or visit Sprint.com/mysprint if we can be of further assistance.
Sincerely,
Roland C.
Sprint
In the meantime, here's the note from Ronald at Sprint:
-----Original Message-----
From: Sprint Customer Solutions [mailto:ecare2@cc.sprintpcs.com]
Sent: Sunday, September 06, 2009 10:39 AM
To: MARK
Subject: Re: [...](Billing / Payment - General Inquiry)
Dear Mark D,
Thank you for contacting Sprint. I understand your concern regarding the agreement.
A two year agreement was signed up on November 10, 2008 and this agreement was supposed to end on November 09, 2010.
However, another two year agreement was signed up on April 18, 2009 because you added the Everything data share plan on your account.
A renewal of agreement is not required while changing the plans. It seems that a new agreement was signed up unknowingly on the line #xxxx while changing the plans. I apologize for the inconvenience caused.
I have added the old agreement on your account and this agreement will end on November 09, 2010. You can keep this email as a confirmation.
We value your business and appreciate the opportunity to assist you. Please reply to this email or visit Sprint.com/mysprint if we can be of further assistance.
Sincerely,
Roland C.
Sprint
Saturday, September 5, 2009
Sprint Contract Extension
I just sent an e-mail to Sprint letting them know that they have my contract end date listed incorrectly on their web site. In November of 2008, when I made the upgrade that has lead to all of the hassle and misery of Sprint - I signed a new agreement.
In April of this year, when even advanced tech support could not figure out what the issue was with my phone, they "recreated my account" in their system. As a result of this, Sprint now indicates that my contract expires in April of 2011 (instead of November, 2010).
While I realize November and April are not all that far apart, I want to make it very clear to Sprint that I will not stay with them any longer than need be. Who knows, this could be an out to my contract? ;)
E-mail to Sprint, September 6, 2009:
There is an error listed in my contract date on the web site for wireless #[number]. I signed a new contract in November of 2008, however, the web site shows my contract does not expire until April of 2011.
If you could please fix to ensure that my account reflects the correct contract end date.
Thank you,
[full name]
In April of this year, when even advanced tech support could not figure out what the issue was with my phone, they "recreated my account" in their system. As a result of this, Sprint now indicates that my contract expires in April of 2011 (instead of November, 2010).
While I realize November and April are not all that far apart, I want to make it very clear to Sprint that I will not stay with them any longer than need be. Who knows, this could be an out to my contract? ;)
E-mail to Sprint, September 6, 2009:
There is an error listed in my contract date on the web site for wireless #[number]. I signed a new contract in November of 2008, however, the web site shows my contract does not expire until April of 2011.
If you could please fix to ensure that my account reflects the correct contract end date.
Thank you,
[full name]
Sprint Class Action Settlement
I received a legal notice in the mail regarding a new Class Action Settlement against Sprint Nextel related to their use of Early Termination Fees (ETFs). I've included the text of that notice below.
It turns out that all Sprint Nextel customers who entered into a contract between July 1, 1999 and December 31, 2008 are eligible to file a claim. You can file a claim even if you did not have to pay an ETF in the event that you stayed with Sprint Nextel to avoid paying this fee. In that case, you're eligible for $35 (in the form of a check) or additional minutes every month for 12 months (30-60 minutes). If you paid an Early Termination Fee, there is another set of questions you will need to answer. It's all done online and the whole process took about 5 minutes from start to finish.
Verbiage from the legal notice below:
Legal Notice
Judy Larson, et al. v. Sprint Nextel Corp., Sprint Spectrum, L.P. and Nextel Finance Co.,
Case No.: 2:07-cv-05325-JLL-ES (USDC, DNJ)
THIS NOTICE PROVIDES LIMITED INFORMATION ABOUT A CLASS ACTION SETTLEMENT.
Your rights may be affected by a proposed class action Settlement of claims against Sprint, Nextel and/or Sprint Nextel. The settlement would resolve lawsuits in which plaintiffs allege that the Sprint, Nextel and/or Sprint Nextel flat rate early termination fee ("ETF") is illegal or was illegally charged. Plaintiffs brought this suit on their own behalf and on behalf of all Sprint, Nextel or Sprint Nextel subscribers who entered into a personal fixed-term subscriber agreement for a Wireless Service Account for personal or mixed business/personal use, with Sprint, Nextel and/or Sprint Nextel between July 1, 1999 and December 31, 200-8. Sprint Nextel denies the allegations.
Sprint Nextel has agreed to pay $14 million into a common fund to be distributed pursuant to the Settlement benefit rules set forth in the Settlement Agreement. Sprint Nextel has also agreed to provide qualified Settlement Class Members up to $3.5 million in Non-Cash Benefits. Sprint Nextel has also agreed to not insert a flat-rate ETF provision into its customer service agreements for personal wireless service in the U.S. until January 1, 2011, but may charge a pro-rated ETF during this time period. The Settlement will release all claims that customers may have against Sprint, Nextel and/or Sprint Nextel relating in any way to its flat-rate ETFs and term contracts, and will bar future claims, unless the individual excludes him/herself from the Settlement. To receive a benefit under the Settlement, you must timely complete and submit a Claim Form. You may obtain complete information about the Settlement (including a Long Form Notice) and a Claim Form, and information about deadlines, by visiting http://www.sprintetfsettlement.com/, telephoning 1-800-916-6940, or writing the Sprint ETF Settlement Administrator, c/o Gilardi & Co., PO Box 6002, Larkspur, CA 94977-6002. This settlement does not apply to Government or Corporate Accounts.
Go to http://www.sprintetfsettlement.com/ or call 800.916.6940 for additional information. Please do not contact the Court or Sprint.
It turns out that all Sprint Nextel customers who entered into a contract between July 1, 1999 and December 31, 2008 are eligible to file a claim. You can file a claim even if you did not have to pay an ETF in the event that you stayed with Sprint Nextel to avoid paying this fee. In that case, you're eligible for $35 (in the form of a check) or additional minutes every month for 12 months (30-60 minutes). If you paid an Early Termination Fee, there is another set of questions you will need to answer. It's all done online and the whole process took about 5 minutes from start to finish.
Verbiage from the legal notice below:
Legal Notice
Judy Larson, et al. v. Sprint Nextel Corp., Sprint Spectrum, L.P. and Nextel Finance Co.,
Case No.: 2:07-cv-05325-JLL-ES (USDC, DNJ)
THIS NOTICE PROVIDES LIMITED INFORMATION ABOUT A CLASS ACTION SETTLEMENT.
Your rights may be affected by a proposed class action Settlement of claims against Sprint, Nextel and/or Sprint Nextel. The settlement would resolve lawsuits in which plaintiffs allege that the Sprint, Nextel and/or Sprint Nextel flat rate early termination fee ("ETF") is illegal or was illegally charged. Plaintiffs brought this suit on their own behalf and on behalf of all Sprint, Nextel or Sprint Nextel subscribers who entered into a personal fixed-term subscriber agreement for a Wireless Service Account for personal or mixed business/personal use, with Sprint, Nextel and/or Sprint Nextel between July 1, 1999 and December 31, 200-8. Sprint Nextel denies the allegations.
Sprint Nextel has agreed to pay $14 million into a common fund to be distributed pursuant to the Settlement benefit rules set forth in the Settlement Agreement. Sprint Nextel has also agreed to provide qualified Settlement Class Members up to $3.5 million in Non-Cash Benefits. Sprint Nextel has also agreed to not insert a flat-rate ETF provision into its customer service agreements for personal wireless service in the U.S. until January 1, 2011, but may charge a pro-rated ETF during this time period. The Settlement will release all claims that customers may have against Sprint, Nextel and/or Sprint Nextel relating in any way to its flat-rate ETFs and term contracts, and will bar future claims, unless the individual excludes him/herself from the Settlement. To receive a benefit under the Settlement, you must timely complete and submit a Claim Form. You may obtain complete information about the Settlement (including a Long Form Notice) and a Claim Form, and information about deadlines, by visiting http://www.sprintetfsettlement.com/, telephoning 1-800-916-6940, or writing the Sprint ETF Settlement Administrator, c/o Gilardi & Co., PO Box 6002, Larkspur, CA 94977-6002. This settlement does not apply to Government or Corporate Accounts.
Go to http://www.sprintetfsettlement.com/ or call 800.916.6940 for additional information. Please do not contact the Court or Sprint.
Friday, September 4, 2009
More Errors and a Mailing Address
Two more SMS errors tonight while attempting to send texts. Cause Code 97 and Cause Code 107. "Would you like to try again?" - No. I just want the message to send in the first place.
The good news is that this device appears to be sending and receiving text messages on a much more timely basis than the device it is replacing. With that said, it's been less than a week and I've received 4-5 different error messages - ranging from the obscur Cause Codes to the *.exe WinMo errors. Will keep plugging away!
I'm getting ready to share my story with Mr. Dan Hesse, CEO. The letter is printed and ready to be sent!
If you're looking where to send your own letters, here you go:
Sprint Nextel Corporation
KSOPHT0101-Z4300
6391 Sprint Parkway
Overland Park KS 66251-4300
Be sure to send letters to the following folks:
Dan Hesse
Chief Executive Officer
Bob Johnson
Chief Service Officer
The good news is that this device appears to be sending and receiving text messages on a much more timely basis than the device it is replacing. With that said, it's been less than a week and I've received 4-5 different error messages - ranging from the obscur Cause Codes to the *.exe WinMo errors. Will keep plugging away!
I'm getting ready to share my story with Mr. Dan Hesse, CEO. The letter is printed and ready to be sent!
If you're looking where to send your own letters, here you go:
Sprint Nextel Corporation
KSOPHT0101-Z4300
6391 Sprint Parkway
Overland Park KS 66251-4300
Be sure to send letters to the following folks:
Dan Hesse
Chief Executive Officer
Bob Johnson
Chief Service Officer
Thursday, September 3, 2009
SMS Error + *.EXE Error
Today, I received another error message on the new device (remember, this is device #7). It was the following SMS erorr message, "Cause Code: 34." Of course, there are many web sites that mention this error, but none that actually provide a whole lot of detail about what it means or how to resolve it.
Then, this evening, I received yet another error; this time it was an infamous *.exe error. "We're sorry. A problem has occurred with SprintTV.exe. Please tell Microsoft about this problem, at no cost to you. The data is used exclusively to improve products."
I'll keep posting the errors and issues as they happen!
Then, this evening, I received yet another error; this time it was an infamous *.exe error. "We're sorry. A problem has occurred with SprintTV.exe. Please tell Microsoft about this problem, at no cost to you. The data is used exclusively to improve products."
I'll keep posting the errors and issues as they happen!
Wednesday, September 2, 2009
Great Article: Sprint Hangs Up on Problem Customers
The following article was published by Ed Oswald on July 5, 2007, 4:24 PM (article source). It explains how Sprint chose to drop customers based on the number of times they called support!
Wow! If only I could be so lucky. ;)
Sprint is attempting to rid itself of customers who frequent its customer service lines by informing them that it would cancel their service effective July 30. In letters that were apparently sent out on June 29, the company indicated to these users that "the number of inquiries you have made to us during this time has led us to determine that we are unable to meet your current wireless needs." Such a move would seem to only make problems worse for the nation's third largest carrier. The company has had trouble holding on to its customers, and lost 220,000 subscribers during the first quarter. It is unclear how many customers received the letters, although Sprint claims it was a small group. The company said it made the decision to end the contracts of customers who frequently called their customer service lines in order to serve others -- ostensibly less-frequent dialers -- better. The decision has left some with a bad taste in their mouths, with a few claiming that their reasons for the frequent calls were actually due to Sprint's own problems. One said she had to call repeatedly to fix a billing problem. Such problems are not new to Sprint; the carrier has become a frequent target of customer ire for network problems and what some describe as rude customer service. Several users of an online forum where the story first broke, Sprintusers.com, are writing to Sprint chairman and CEO Gary Forsee to complain about the practice. It should be noted that Sprint is offering a service credit to those whose accounts it is terminating, and is not charging an early termination fee. |
Wow! If only I could be so lucky. ;)
Tuesday, September 1, 2009
Device #7 Connectivity Issue: Data
Am I surprised, absolutely not. All night last night, I did not have data on the new device. I figured it was a provisioning issue, however, when I woke up this morning to no data, I knew otherwise. At the end of the work day, I called Sprint only to spend the first two minutes dealing with their stupid IVR (enter your ten-digit wireless number, area code first).
After three minutes, I got through to Matt, who welcomed me to the "best deal in wireless" and asked for my ten-digit wireless number, name and pin. I provided him the info and we began to troubleshoot (this consisted of me removing the battery and putting it back in - nope, didn't fix it when I tried it either Matt). When he realized he couldn't help me, he put me on hold and transferred me to tech support.
Six more minutes on the phone before I was connected with Peggy, who, once again, asked for my ten-digit wireless number and all that jazz. When I explained the situation and the fact that we'd already removed the battery, she was stumped. She put me on hold.
And so, I waited.
Six more minutes go by, and Peggy comes back with a solution. Start >> Settings >> System >> Update Profile.
Bingo! That did it. When I asked her what had happened, she responded with, "The rep should have taken one more step with [activation], we have a tool, but I'm not sure if they had it at their disposal."
Hmmm, more blame and reps who don't know what they're doing. Sounds like the Sprint way to me! All-in-all, I was out another 20 minutes tonight (in addition to the 15 minutes last night activating the new phone).
35 minutes with support already put into phone #7. I'll be sure to keep tally for all you readers.
After three minutes, I got through to Matt, who welcomed me to the "best deal in wireless" and asked for my ten-digit wireless number, name and pin. I provided him the info and we began to troubleshoot (this consisted of me removing the battery and putting it back in - nope, didn't fix it when I tried it either Matt). When he realized he couldn't help me, he put me on hold and transferred me to tech support.
Six more minutes on the phone before I was connected with Peggy, who, once again, asked for my ten-digit wireless number and all that jazz. When I explained the situation and the fact that we'd already removed the battery, she was stumped. She put me on hold.
And so, I waited.
Six more minutes go by, and Peggy comes back with a solution. Start >> Settings >> System >> Update Profile.
Bingo! That did it. When I asked her what had happened, she responded with, "The rep should have taken one more step with [activation], we have a tool, but I'm not sure if they had it at their disposal."
Hmmm, more blame and reps who don't know what they're doing. Sounds like the Sprint way to me! All-in-all, I was out another 20 minutes tonight (in addition to the 15 minutes last night activating the new phone).
35 minutes with support already put into phone #7. I'll be sure to keep tally for all you readers.
Monday, August 31, 2009
Device #7 Arrives in the Mail
Well, device #7 arrived today. It's a replacement to the Treo Pro that I picked up a little over a week ago. This phone replaces a device that always showed zero bars. Not very helpful. With that said, the most bars I've seen this new device display has been two. Hmmm.
I called in to Sprint at 5:04pm to start the activation process. Surprisingly, I got through to Patrice within 3 minutes. Unfortunately, Patrice was not able to activate remote, but she was able to pull up the instructions and walk me through a manual activate (##220254# on the Treo Pro). At 5:16pm, I made my first test call and the voice worked. As always, Patrice told me that it would be an hour for text and data to provision.
It's now 5 hours later, and I still don't have data on the device. The Pro tries valiantly to connect, but fails each time. The only message I receive is "page cannot be displayed." I'll give it overnight to provision, and call in tomorrow if not. I'll be sure to post connectivity updates soon.
I called in to Sprint at 5:04pm to start the activation process. Surprisingly, I got through to Patrice within 3 minutes. Unfortunately, Patrice was not able to activate remote, but she was able to pull up the instructions and walk me through a manual activate (##220254# on the Treo Pro). At 5:16pm, I made my first test call and the voice worked. As always, Patrice told me that it would be an hour for text and data to provision.
It's now 5 hours later, and I still don't have data on the device. The Pro tries valiantly to connect, but fails each time. The only message I receive is "page cannot be displayed." I'll give it overnight to provision, and call in tomorrow if not. I'll be sure to post connectivity updates soon.
Sunday, August 30, 2009
25,000 customers confirm: Sprint service sucks all over
Well, after just posting my weekend rant, I stumbled upon the following Google News featured story: Verizon tops Sprint in report on quality. The very first line of the article reads: "In the semiannual report on wireless call quality released Friday by J.D. Power and Associates, Sprint ranked in the middle or the bottom of the six regions of the country." (Source: Kansas City Star)
Middle or bottom of the pack across the country, great job guys!
The article goes on to explain that data is collected from 25,000 wireless customers and that "The study measures wireless call quality based on seven problem areas: dropped calls, static/interference, failed call connection on the first try, voice distortion, echoes, no immediate voice mail notification and no immediate text message notification."
Eeek, those categories sure can't make Sprint look good! But hey, if you're looking for a provider that ranks middle to lowest across the board on call quality, actually being able to make a call or receiving notifications, well then Sprint's the one for you!
Middle or bottom of the pack across the country, great job guys!
The article goes on to explain that data is collected from 25,000 wireless customers and that "The study measures wireless call quality based on seven problem areas: dropped calls, static/interference, failed call connection on the first try, voice distortion, echoes, no immediate voice mail notification and no immediate text message notification."
Eeek, those categories sure can't make Sprint look good! But hey, if you're looking for a provider that ranks middle to lowest across the board on call quality, actually being able to make a call or receiving notifications, well then Sprint's the one for you!
Signal Faded; Unreliable Service
I took a quick trip to Green Bay, Wisconsin this weekend - and wouldn't you know, Sprint let me down again and again. Not only does my phone die after hours of searching for signal, it rarely receives text messages or phone calls in a timely manner. This morning, when I woke up, I grabbed my phone and it read: "SMS \ MMS: 25 unread" - which included several text messages that were several days old.
Some of the texts I've missed this weekend include:
"Hey, where are you? Come outside"
"Text me when you get this so we can hang"
"Just walking the dog. Sorry I missed ya! You still around?"
"Still up? Just got home... Call if not too late"
Sadly, I've had to tell my friends: Don't text me if you need an immediate answer. However, I've also had to tell them: Don't call me if you need an immediate answer, because my phone doesn't ring most of the time, nor does it realize that I've missed a call or that I have voicemail - and so no notifications are displayed.
So how can folks get ahold of me? I've asked people to message me on Facebook so that I can MANUALLY check my account when I'm at a computer in the event that someone needs me. Sometimes, the phone has signal long enough where I can check Facebook over the air, but most of the time, I just get "page cannot load."
On the way home, the phone died (3 hours into the 4 hour trip). So much for anyone being able to get ahold of me. *shakes head*
Maybe Sprint could change their slogan: Unreliable, just when you need it the most.
Some of the texts I've missed this weekend include:
"Hey, where are you? Come outside"
"Text me when you get this so we can hang"
"Just walking the dog. Sorry I missed ya! You still around?"
"Still up? Just got home... Call if not too late"
Sadly, I've had to tell my friends: Don't text me if you need an immediate answer. However, I've also had to tell them: Don't call me if you need an immediate answer, because my phone doesn't ring most of the time, nor does it realize that I've missed a call or that I have voicemail - and so no notifications are displayed.
So how can folks get ahold of me? I've asked people to message me on Facebook so that I can MANUALLY check my account when I'm at a computer in the event that someone needs me. Sometimes, the phone has signal long enough where I can check Facebook over the air, but most of the time, I just get "page cannot load."
On the way home, the phone died (3 hours into the 4 hour trip). So much for anyone being able to get ahold of me. *shakes head*
Maybe Sprint could change their slogan: Unreliable, just when you need it the most.
Thursday, August 27, 2009
Sprint Horror Stories: Welcome Post
Well hello there. I'm glad you stumbled upon this blog. Perhaps you Google'd "Sprint Service" or "Sprint Problems" or perhaps you navigated your way here from Facebook or another site - whatever the case, welcome.
I've set up this blog to share with you some of the stories that I've had with Sprint, along with stories that readers submit to me. My goal with this blog is to help share with the world some of the problems, issues and challenges many customers face when interacting with Sprint - helping shape YOUR decision regarding your current or future cell phone needs.
If you're wondering who I am? Well, I'm an 8+ year long Sprint customer (yes, still in present tense). And while I've had some problems with my service over the years, ranging from incorrect bills, contract mishaps and limited service issues - nothing could have prepared me for the nightmare of the last six months.
You see, I'm on my SIXTH device in the past half year. In fact, my SEVENTH device is currently on order. While I plan to share my story in detail, the gist of it comes down to this: I upgraded my phone in November and that unit had a defect. Sprint has since replaced it with device after device - all of which have been defective!
Instead of Sprint owning the issue, I have been the one left on countless hours of hold (don't worry, I've documented this!) along with multiple trips to local Sprint Repair Centers to confirm that my devices are defective. In fact, I just returned from the Repair Center earlier this evening where I learned that Sprint is ordering yet another device. The saddest thing about this visit? One of the reps said, "Hey, I recognize you from the last time you were here." Not really the kind of recognition I would hope for Sprint.
Ok, this first post has gotten long, so I'm going to sign off for now. Please stay tuned to learn more about my story - including such highlights as:
- Getting disconnected by Chantera after 19 minutes
- Learning from Shyra about how Sprint had changed some of their extensions, and how as a result, I might just hear dead air when I'm transferred
- Wendy telling me that Sprint's policy had changed (from the previous day!)
- Jason telling me how I could rig a claim with the insurance protection program on my device in order to receive a new product (since Sprint wasn't willing to replace my device)
- The non-English speaking rep Evric "That is a effect of defective device"
Great news my friends, it's all documented and ready to be shared with the world! Keep reading, commenting and most importantly, sharing this site with friends, family, neighbors, co-workers, strangers on the bus... anyone who will listen!
Stay strong. -Mark
I've set up this blog to share with you some of the stories that I've had with Sprint, along with stories that readers submit to me. My goal with this blog is to help share with the world some of the problems, issues and challenges many customers face when interacting with Sprint - helping shape YOUR decision regarding your current or future cell phone needs.
If you're wondering who I am? Well, I'm an 8+ year long Sprint customer (yes, still in present tense). And while I've had some problems with my service over the years, ranging from incorrect bills, contract mishaps and limited service issues - nothing could have prepared me for the nightmare of the last six months.
You see, I'm on my SIXTH device in the past half year. In fact, my SEVENTH device is currently on order. While I plan to share my story in detail, the gist of it comes down to this: I upgraded my phone in November and that unit had a defect. Sprint has since replaced it with device after device - all of which have been defective!
Instead of Sprint owning the issue, I have been the one left on countless hours of hold (don't worry, I've documented this!) along with multiple trips to local Sprint Repair Centers to confirm that my devices are defective. In fact, I just returned from the Repair Center earlier this evening where I learned that Sprint is ordering yet another device. The saddest thing about this visit? One of the reps said, "Hey, I recognize you from the last time you were here." Not really the kind of recognition I would hope for Sprint.
Ok, this first post has gotten long, so I'm going to sign off for now. Please stay tuned to learn more about my story - including such highlights as:
- Getting disconnected by Chantera after 19 minutes
- Learning from Shyra about how Sprint had changed some of their extensions, and how as a result, I might just hear dead air when I'm transferred
- Wendy telling me that Sprint's policy had changed (from the previous day!)
- Jason telling me how I could rig a claim with the insurance protection program on my device in order to receive a new product (since Sprint wasn't willing to replace my device)
- The non-English speaking rep Evric "That is a effect of defective device"
Great news my friends, it's all documented and ready to be shared with the world! Keep reading, commenting and most importantly, sharing this site with friends, family, neighbors, co-workers, strangers on the bus... anyone who will listen!
Stay strong. -Mark
Wednesday, August 26, 2009
Follow-up Letter to District Manager
Here's a follow-up e-mail to Rachel Johnson, District Manager in the Minneapolis area (which includes Store 1558, 7531 France Ave).
This e-mail explains my less-than-stellar customer experience at Store 1558 and is dated Wednesday, August 26, 2009.
From: Mark D.
Sent: Wednesday, August 26, 2009 9:18 PM
To: rachel.johnson@sprint.com
Subject: FW: Sprint Device Issue
Hi Rachel,
I wanted to provide a quick update on my experience tonight based on my earlier note. I scheduled an appointment for 8:15 with the Repair center (store 1558). When I arrived at 8:06, I checked in and was told it would be a few minutes.
At 8:45, Mark called my name and told me that they weren’t going to have time to help me tonight. I shared with him the discussion I had with tech support earlier in the evening and that the agent noted my account regarding the fact that the device was defective based on their tests and resets. I also shared that this appointment was specifically scheduled. Mark thought that tech support had scheduled the appointment, and responded with, “They just schedule time at our stores without taking into account the work we have going on. The only thing I can recommend is to come back at 7 tomorrow if you want someone to look at the issue.”
At this point, I’m ready to give up. I’ve tried so hard to make this work. I’ve driven from Minneapolis to store 1558 at least half a dozen times and I’ve spoken with nearly 35 different reps and after all of that, my phone still doesn’t deliver on the service that I’ve been paying for. As an 8+ year long customer with Sprint, this just doesn’t make sense to me. The experience tonight just added insult to injury.
A review of the notes on this account will show the pain that I’ve had to go through these past 6 months; it cannot continue much longer.
Mark D.
[phone number]
This e-mail explains my less-than-stellar customer experience at Store 1558 and is dated Wednesday, August 26, 2009.
From: Mark D.
Sent: Wednesday, August 26, 2009 9:18 PM
To: rachel.johnson@sprint.com
Subject: FW: Sprint Device Issue
Hi Rachel,
I wanted to provide a quick update on my experience tonight based on my earlier note. I scheduled an appointment for 8:15 with the Repair center (store 1558). When I arrived at 8:06, I checked in and was told it would be a few minutes.
At 8:45, Mark called my name and told me that they weren’t going to have time to help me tonight. I shared with him the discussion I had with tech support earlier in the evening and that the agent noted my account regarding the fact that the device was defective based on their tests and resets. I also shared that this appointment was specifically scheduled. Mark thought that tech support had scheduled the appointment, and responded with, “They just schedule time at our stores without taking into account the work we have going on. The only thing I can recommend is to come back at 7 tomorrow if you want someone to look at the issue.”
At this point, I’m ready to give up. I’ve tried so hard to make this work. I’ve driven from Minneapolis to store 1558 at least half a dozen times and I’ve spoken with nearly 35 different reps and after all of that, my phone still doesn’t deliver on the service that I’ve been paying for. As an 8+ year long customer with Sprint, this just doesn’t make sense to me. The experience tonight just added insult to injury.
A review of the notes on this account will show the pain that I’ve had to go through these past 6 months; it cannot continue much longer.
Mark D.
[phone number]
Letter to the District Manager
The following is an e-mail sent to Rachel Johnson, District Manager in the Minneapolis area (which includes Store 1558, 7531 France Ave).
The e-mail below is dated Wednesday, August 26, 2009.
From: Mark D.
Sent: Wednesday, August 26, 2009 7:53 PM
To: rachel.johnson@sprint.com
Subject: Sprint Device Issue
Hi Rachel,
My name is Mark D. and I’m a current Sprint customer. Bryan Hawkinson from store 1558 provided me your contact information as someone who might be able to help with my current situation. Over the past 6 months, I’ve had 6 devices – each of them has had a “known issue” or defect which has resulted in lost usage, lost data and more importantly, lost personal time dealing with the issue. I’ve spent many hours on the phone and in the support store and still have a device that is having issues.
My goal, after 6 devices, was to move out of the Windows Mobile platform. Bryan suggested that I look into the new Palm OS on the Pre. With the Pre being the same cost out of pocket as the device I purchased back in November, I was hopeful that Sprint would allow me to swap the current device with the Pre; however, Bryan nor I had any luck. The representatives claimed that they couldn’t credit my rebates or out-of-pocket money back and that I would need to re-buy the phone if I wanted to go that route. This was not the answer that I had expected to hear.
Bryan recommended I reach out to you and share with you the situation – in hopes that you might be able to help me out. I’ve been with Sprint for 7+ years and just recently, added two new lines of service to my account (both of my brothers came to Sprint). I absolutely want to stay with Sprint, as I’ve had a great experience and a contract that I want to fulfill – but, I need someone to help me with this current situation.
I’m going into Store 1558 yet again this evening, as the rep on the phone explained that there is an issue with the newest device we just swapped out on 8/20. This will be another trip and more time for me at the store. I must admit, I’m beginning to lose hope.
I really appreciate anything you can do for me Rachel. Bryan was hopeful that you may be able to put an end to all of these troubles and help me move off of the Windows Mobile platform.
Thank you for your time.
Sincerely,
Mark D.
[phone number]
The e-mail below is dated Wednesday, August 26, 2009.
From: Mark D.
Sent: Wednesday, August 26, 2009 7:53 PM
To: rachel.johnson@sprint.com
Subject: Sprint Device Issue
Hi Rachel,
My name is Mark D. and I’m a current Sprint customer. Bryan Hawkinson from store 1558 provided me your contact information as someone who might be able to help with my current situation. Over the past 6 months, I’ve had 6 devices – each of them has had a “known issue” or defect which has resulted in lost usage, lost data and more importantly, lost personal time dealing with the issue. I’ve spent many hours on the phone and in the support store and still have a device that is having issues.
My goal, after 6 devices, was to move out of the Windows Mobile platform. Bryan suggested that I look into the new Palm OS on the Pre. With the Pre being the same cost out of pocket as the device I purchased back in November, I was hopeful that Sprint would allow me to swap the current device with the Pre; however, Bryan nor I had any luck. The representatives claimed that they couldn’t credit my rebates or out-of-pocket money back and that I would need to re-buy the phone if I wanted to go that route. This was not the answer that I had expected to hear.
Bryan recommended I reach out to you and share with you the situation – in hopes that you might be able to help me out. I’ve been with Sprint for 7+ years and just recently, added two new lines of service to my account (both of my brothers came to Sprint). I absolutely want to stay with Sprint, as I’ve had a great experience and a contract that I want to fulfill – but, I need someone to help me with this current situation.
I’m going into Store 1558 yet again this evening, as the rep on the phone explained that there is an issue with the newest device we just swapped out on 8/20. This will be another trip and more time for me at the store. I must admit, I’m beginning to lose hope.
I really appreciate anything you can do for me Rachel. Bryan was hopeful that you may be able to put an end to all of these troubles and help me move off of the Windows Mobile platform.
Thank you for your time.
Sincerely,
Mark D.
[phone number]
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