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.
Monday, August 31, 2009
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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