How to Leave a Rant
SprintRants.com is an open sounding page to let you release all that built up tention you have after you get done dealing with a sprint “customer service” representative. What is a rant you ask?
rant: a loud bombastic declamation expressed with strong emotion
Be loud, be bombastic, rant, don’t rave, and tell us all what you think about SprintPCS and Sprints customer service. Do you have a cell phone and dial *2 with them same distaste in your mouth as I do. If you do then leave a rant or comment on someone elses rant. Sprint has no way of knowing who left what so be real.
I was on a Sprint personal plan from 1999 to 2006 then ported my number to Corp plan. January 2007 I wanted to port my number back from Corp account. January 26 – I requested to port number back and was told because I was told the cheapest phone I could get was $200 (this went through several chains of command, which started at the local Sprint store to calling sprint direct.) Since the phone was going to be too much, at this time, I did not what to stay with sprint because that was too much for a phone. I was sent to cancellations and once at cancellations I was forwarded to another cust service rep who found a way to get me a phone for $20 if I signed up for a new service plan. I agreed to this and the phone was sent out. I got the phone and my service plan started. February 22 – I tried to use phone and got the msg “Account Not Active” I was unable to use phone.
I called cust service and I was told – “account has been deactivated and can no longer be used” I asked why and there was no explanation from the representative. I asked what the account balance was and was told “$0″
I NEVER CALLED TO CANCEL THIS ACCOUNT. I ONLY BECAME AWARE ONCE I COULD NOT MAKE CALLS!
At this point I figured Sprint cancelled my account until:
– I get a bill from Sprint for $317.31
– I call sprint cust service and am told that this bill was for:
$200.00 Cancellation Fee $169.00 Non-return phone fee (for the phone they sent me to use on January 26th) and the Balance for the service fee Finally on this call I am told that Sprint will send me a phone return package and I will be credited the $169 for the phone once returned to Sprint AND the $200 termination fee will be waived. It was within the policy that if the contract was cancelled within 30 days of activation (Sprints 30 day risk free guarantee) there would not be a cancellation fee. March 5 – I get a call from Sprint to tell me that they are no longer going to honor waiving the cancellation fee and that I still had to pay the bill.
At this point it was the same representative that finally handled my request on March 2 who was professional and helpful. She said that she did not have the authority to work any beyond what I was now being told. I asked to be escalated.
At this point I was told that because “I CANCELLED THE AGREEMENT THAT SPRING WOULD NOT HONOR THE TERMINATION FEE WAIVER.” The rep continually referred to notes or transcripts that had indications that “I requested to cancel the service” I asked Nathon to send me the call transcripts so I could verify what I was being told but Nathon told me he was unable to provide me with this data.
Point 1: I did not cancel the Account…
Point 2: Even if I did what happen to the “30 day risk free guarantee”
At this point, Nathon told me if I was not satisfied that I can go to sprint.com and file a corporate grievance. (I went to sprint.com and was unable to find place for complaint.) I asked if he was in charge and capable of making these types of decisions. He said he was the supervisor. I asked to speak to the next level of command and he told me that he could not transfer me at the time but would have a manager call me back! This is the last communication with sprint. Never a call back!
When I signed up for sprint I was told reception in marion ohio should be great! But when I started taking classes at Ohio State in Marion, my signal is very, very weak. Yet, down the road they put up a Verizon tower and a AllTel tower. But no sprint. I am disgusted, but am stuck on a two year plan. I need a cellphone to keep in touch when I am in college classes. Sprint, check your coverage!
1. It is impossible to establish an honest “working” relationship with Sprint PCS….. if you say okay, I can afford this much per month then you get a contract and the bill ends up considerably higher then planned (but the consumer is “stuck” with the binding contract).
2. Sprint PCS has “Multipersonality Disorder”…It is impossible to make any kind of financial arrangement with customer service, the two departments are split like a 2-headed snake! Further, the Sprint website does not make the financial department easy to locate. Don’t try connecting through customer service, after being left on hold for 10-20 minutes one is often “disconnected” and left to call in again!
3. Even if a customer has until a certain day to pay the bill and even with a good payment history over 4-5 years, expect unexpected calls from the automated service early in the morning more than a week before the actual day.
4. Shop around, my parents pay HALF what we pay for the same service (minutes) with a reputable cell phone company. How would you like bills of $150 per month?
5. Sprint “gauges”…. When we set up our teens phone we were lied to by Sprint Customer Service and ended up having to pay hundreds of dollars because the internet was accessed. We were told the internet couldn’t be blocked/then it could. But these tactics brought in $$$ to Sprint.
6. Even though the due date may be set at a certain date; Sprint manipulates and changes those dates to their advantage say February has 28 days so they change the due date based on the month ending with a different amount of days. So without he consumer knowing the dates fluxuate and the customer service reps treat the consumers in a condescending manner.
7. Sprint is all out just helping themselves….the consumer hears one thing before “signing on the dotted line” then the other head on this 2-headed snake rears it’s head. SSss-print!
Okay, so I went into a sprint/nextel store to see when i was eligible for a new phone, and they said that I would be in June of 2008. That is SHIT. because i’ve had this phone for 3 YEARS. and i NEVER signed anything or changed ANYTHING in the past 2 years. so technically i would be eligible. but, i’m NOT!
One phone on the account is 4 years old (we got it when we first got the account) and they told me it wasn’t even eligible for the full 150 dollar off eligibility. i just HATE how they just tell me this bullshit and i have to go with it. i am going to call them up and chew them out. i mean, all i want is a new phone at a FAIR price… (and the nextel phones are STILL expensive) GAH HATE THIS!!!
Directly from Sprint’s website (more specifically, http://support.sprint.com/doc/sp3033.xml?id16=service_cancellation)…
How do I determine my Service Agreement Termination fee amount?
If your agreement requires you to keep a phone active/maintain a line of service for a minimum term and you cancel a line of service before the term of the agreement ends, you will be responsible for a Service Agreement Termination fee.
If activated before 5/21/06, cancellation will result in a charge of $150 for each line of service canceled. If activated after 5/21/06, cancellation will result in a $200 charge for each line of service canceled. The charge will appear as a Service Agreement Termination fee in the Other Charges section of your bill.
You do not have to pay the fee if you terminate under our return policy or where the Terms and Conditions of your agreement allow you to do so without the fee.
………….
I’ve had the same LINE OF SERVICE with Sprint since July 2004. I cancelled my service on 3/13/07, yet was told I would be paying $200 since I agreed to a new contract after 5/21/06. It doesn’t say “New contract after 5/21/06.” It says something about a line of service being activated after 5/21/06.
In short, I’ll “GLADLY” send them $150, but they will never see a full $200 from me.
I left Sprint a long time ago. This site basically contains all the reasons why. For some reason, my wife has stayed. We decided it was time to remove my name from the account so it would just be hers. The folks we finally got to on the phone (after dozens of minutes on hold) said we had to go into the store to do it. Oh lord (I thought), here we go again. Fine. We feed the kid and head down. On the way she decides she’s also going to buy a new phone and do the 2 year commitment to get the dicsount. We walk into the door and look at the line of 5 people. Not so bad I think. There’s 3 people working, this shouldn’t take more than 30 minutes. When is the last time I walked into a store and thought a 30 minute wait to get service was acceptable? Oh yeah, just before I changed carriers. So we get in line. 5 minutes, no customers helped. 15 minutes, still the same customers at the counter. 30 minutes later… you guessed it, not a single customer had completed a transaction. The reason, “Our web software is really slow today.” WTF? So the people on the phone could have helped me, if they’d been allowed to. We could have used the same web software at home and done it ourselves, if we were allowed to. Instead, you insist we go into a store and suffer through what has to be the worst service availble anywhere. Congratulations Sprint, you’ve lost another customer. My wife now has a new phone and a real network to use it on. Why in the world would they do this to themselves? Just not very bright I guess.
I THINK AS A CONSUMER THAT PPL NNED TO EDUCATE THEMSELVES ON WHAT THEY ARE PURCHASING. I KNOW AS A CONSUMER IF I MAKE A CHANGE TO ANY SERVICE I HAVE I LOOK AT MY NEXT BILL TO MAKE SURE THE CHANGES WERE MADE AND ARE CORRECT. IF YOU ALL HAVE TOME TO SIT HERE AND WRITE THESE BLOG MESSAGES YOU SHOULD HAVE THE TIME TO REVIEW YOUR BILLS SO THAT THEY DONT GET SO FAR OUT OF CONTROL THAT YOU GET FRUSTRATED TRYING TO GET THEM CORRECTED. WHEN IT COMES TO THE CONTRACTS THAT ARE IN PLACE RIGHTFULLY THEN IF YOU CHOSE NOT TO READ THE CONTRACT BEFORE YOU SIGN IT THAT IS NOT SPRINTS PROBLEM. THEY DIDN’T PUT A GUN TO YOUR HEAD AND MAKE YOU SIGN IT. WHEN IT COMES TIME THAT YOU ARE HAVING CONSUMER REMORSE BECAUSE THINGS ARE NOT GOING YOUR WAY YOU ARE STUCK WITH THE EARLY TERMINATION FEE. “YOU SIGNED A LEGAL CONTRCT” IF YOU DIDN’T READ IT BEFORE YOU DID SO THEN THAT IS YOUR PROBLEM.
you customers you always think that you are right but no people you are not right you always call to scream and fight so what do you want do you want that we hear you no you are wrong we answer like 100 calls ay and 99 of that calls the people are screaming dont you think that is a little unfair either felxible so please think customers and read the bill before you call please this is more for puerto rico and the mexicans that doesnt know how to read so please i know that the americans call with reason but if you customers have mexicans friends that doesnt know how to read please explain them how to read thnks
…
a sprint rep…
you customers you always think that you are right but no people you are not right you always call to scream and fight so what do you what do you want that we hear you no you are wrong we answer like 100 calls ay and 99 of that calls the people are screaming dont you think that is a little unfair either felxible so please think customers and read the bill before you call please this is more for puerto rico and the mexicans that doesnt know how to read so please i know that the americans call with reason but if you customers have mexicans friends that doesnt know how to read please explain them how to read thnks
…
a sprint rep…
WELL ANDY I DONT THINK AT THIS POINT YOU ARE ANY BETER THEN THE CUSTS THAT YOU HAVE BLOGGED ABOUT. YES I DO AGREE THAT CUSTOMERS NEED TO TAKE THE TIME TO READY THE BILL BUT THE MANNER IN WHICH YOU SAID IT WAS VERY WRONG. IT HAS NOTHING TO DO WITH ANYONES NATIONALITY THEY JUST NEED TO SIMPLY READ THE BILL. AT THIS POINT YOU ARE NO BETTER FOR SPRINT THAN THE PPL WHO ARE ON HERE BLOGGING BAD ABOUT US. YOU NEED TO REPRASENT SPRINT A LITTLE BETTER THAN THAT BEINGS YOU WORK FOR US. I ALSO AGREE THAT PPL WOULD GET MORE ACCOMPLISHED WITH ANYONE IN CUSTOMER CARE IF THEY WERE NOT SO VOLGAR AND SCREAMING AND YELLING ALL THE TIME. YOU GET MORE FLYS WITH HONEY THAN WITH VINAGER.
I have been with Sprint since the mid 90′s. Last summer I purchased a new Samsung phone for $ 250 . I didnt really mind to pay for the expensive phone because I need a reliable phone in an emergency. I am a firefighter. I have used the phone for about 6 months. I left the phone with my wife and twin daughters at home so they could use the phone while our home service was being repaired. One of our daughters became so ill with a virus she had to be taken to the hospital by ambulance. The only problem was the fancy F@#*ing Sprint phone couldnt even dial 911 when we needed it the most. Sprint I am done with you. I will gladly pay your early service termination fee of $200 even though I have paid you $100 dollars a month for over a decade and purchased numerous phones, but this is going to cost you. I cant wait to get back to the station and tell the guys/gals. (union)
i am really sorry to hear that the phone you have didn’t work when your family needed it most, however that is nothing with our service tht has to do with the manufacturer. any phone even if there is no service because it is disconnected will still have the ability to dial 911. you cant blame sprint for that on, that is samsungs baby there!! i think that if you knew truely how the systems worked then you would know exactly who to blame for what problem. see because sprint provides you the voice service you guys are quick to blame sprint for it all. unfortunatley we are not to blame for it all there are alot of other companies behind us that provides you folks with alot of the services but because they are on a sprint bill we get the blame. there are some things that are outside of sprints control. we as reps have learned to choose our battles and this is one i chose to fight because if there were not so many hot heads in this world we would be a much happier society. it seems that everything that goes on in most lives even if not related to sprint it is still our fault. if your wife/husband leaves you for another it is sprints fault because the button on your phone didn’t work that day. all of you would be surprised what sprint is willing to do to help you all out if you would all call in and stop all the unnecesary screamin and hollaring. we are all wiling to help you in any way possible but once the profanities start and the screaming your finished. call any other company and tell them that you would like to cancel your service and see what they tell you(bye, bye) is all they can and will say to you. sprint has empowered its reps in the retention dept to to virtually what we need to do for our cust. i am just sorry that you hot heads are not willing to listen to the offers that sprint has given us to give to you. oh well i guess the next one will get your share and theirs too.
It’s literally painful for me to recall the time I purchased a Nextel-powered Blackberry for use abroad, having consulted with 1) Sprint personnel inside the store, 2) Nextel agents on the telephone, and 3) Spring personenl via their website and been assured by all three that, naturally, my new device would work abroad.
Needless to say, it did not, does not, never would have and never will. I incurred a mind-boggling internet bill in my hotel and my local cell phone bill was jaw-dropping.
The Nextel customer service contact never responded to my email inquiry (I couldn’t call the 800 number from abroad) until after I had returned to the States. Then every single customer service person at Nextel frostily informed me that it was my problem, not theirs.
When I called to complain, they routed my call to the cancellation service, where the friendly operator screamed at me (truly) that I had to decide what I wanted to do or he was going to hang up.
I cancelled the service and paid the early termination fee and I hate Sprint and Nextel and told every single one of their customer service reps that. I took my cell phone account, also Sprint, to Tmobile immediately and don’t regret it. I had that account for nine years and regret every penny I gave them.
again that all goes back to u being an educated consumer. did u do any research on the nexterl blackberry before purchase? let me guess no, u took someone elses word for you knowing u were going to be responsible for the bill right? of course but then it becomes our problem because u believe everything u hear !! i get it now. you can check with the manufacturer(before you buy it) they will tell u if the phone is GSM(abroad) capable. it is really funny how so many people rely on the work of someone they dont even know and invest all this money for something with out doing any research on the product and then want to blame the sales rep in the store when they were doing what they were contracted to do(sell u something). y would u sign something with out reading what you sign and then wanting someone else to take responsibility for what you did. if you are buying a house and the lender tells u that u have a fixed rate morgage so u take their word for it(like a fool) and sign the papers, then come to find out it has an adj rate and now u are going to be responsible for a payment that is double what the lender told u it would be do u think that they are just going to tear up the contract and say ok even though u signed it we will relieve u from the obligation and let u go about ur business?? uh, no i dont think so, it is not their problem that you didn’t read it before y put ur john hancock on it before reading it !! grow up and take responsibility for the actions that u chose to make !!
ANOTHER SPRINT REP. (RETENTION)
First of all, I don’t believe you’re a Sprint rep. Of course, your grammar and spelling would suggest that you are nothing more than sales rep at a third party store.
However, let me see if I understand you correctly. We’re not supposed to believe everything we here even if the information comes from reliable sources like the manufacturer or Sprint? If that’s the case, then why should we listen to you? You’re telling us not to listen to those “in the know,” and you’re pretending to be “in the know;” so, what is it? You can’t have it both ways.
AT THIS POINT “DAVE” I DONT REALLY CARE WHAT U BELIEVE. I KNOW I MAKE 50K A YEAR WORKING FOR SPRINT. I AM TELLING U THAT IF U ARE BEING TOLD INFORMATION THAT SOUNDS TO GOOD TO BE TRUE THEN IT MOST LIKELY IS, REGUARDLESS OF WHO IS TELLING IT TO U. SO IF U CHOOSE TO CONTINUE TO BELIEVE INFORMATION THAT U DIDN’T DO ANY RESEARCH ON THEN I GUESS U WILL HAVE TO DEAL WITH THE AFTERMATH IF IT DOESN’T PAN OUT THE WAY IT WAS TOLD TO U THEN, RIGHT?? NOBODY WANTS TO HAVE IT BOTH WAYS ACCEPT FOR THE PEOPLE WHO WERE TOLD A STORY THAT SOUNDED TO GOOD TO BE TRUE !! AND THEY ACCEPTED IT.
Who out there thinks Nextel should have never sold out to Sprint? Since the merger, I have not seen anything good come from the new company. I was in an area that wasn’t Nextel’s territory, it was Nextel Partners. After the merger there support went down hill probably because I am talking to Sprint support not Nextel anymore. I feel that the company is in serious trouble. I heard by the year 2010, the Nextel name will be no more… How is that going to help them, Nextel is the only thing keeping them alive! I really hope that Sprint reconsiders killing Nextel. I also heard by 2010 IDEN will be gone too. IDEN is what made Nextel so great, and the reason no other carriers have even come close to perfecting Two-Way!
I have been a Sprint customer for over five years. I recently had to cancel my my Sprint service as I was starting a consulting contract with a competitor. They completely screwed me as I headed out the door. My (most recent) 2 year contract with Sprint was set to expire on 4/6, so I was advised in February by a CSR that unless I called to cancel after 3/6 (within 30 days of contract expiring), I would incur the $150 penalty for early cancellation. Sounds reasonable. I called on 3/7 to cancel my service.
The catch: The billing cycle starts on 3/6. So they leave you with two choices. Either call on the 6th and pay the $150 in penalty for early cancellation, or call on the 7th and pay for an additional month of service (in my case, roughly $100). Seems like I still payed an early termination fee now doesn’t it?
A parting Catch 22 for an otherwise satisified customer. Thinking that my service was cancelled, I hung up the phone with the CSR on the 7th, and forwarded my calls from my Sprint number to my new number – thinking that may be in place for the next 24 hours while the cancellation processed. Imagine my surprise when I received a bill for the WHOLE MONTH OF SERVICE (3/6 – 4/6) because I called to cancel on the 7th! They are not budging on refunding for this last month of service because a handful of calls came to my old number and were forwarded – so they have left me with only one option:
I will utilize every last bit of service for this month – including unlimited nights and weekends. I will be stopping by my office each Saturday morning to initiate a 36 hour call (plug my mobile phone in at my desk, call my land line, answer, and go have a nice weekend). I’ll return on Sunday evening to hang up. I have tried calling their CSRs twice to resolve this, and will continue to call until I have fully exhausted the (whatever is) remaining of the $85 they are extracting from me in cost of operations (figure maybe $15 – $20/hour loaded cost for the CSR on the phone?)
I intend to be a VERY expensive customer in my final days.
At what expense will Sprint realize the cost of this continuing poor customer service???
We are about to find out.