25 Rants this month

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1. I bought a new Sprint LG Fusic a few weeks ago at the Sprint store and I’m generally happy with it, except for the battery. The battery life isn’t the problem - it lasts for about 3 days on standby with average use. The battery life management is the problem. Basically, the battery icon never displays life lower than 75% (ie, missing one bar on the battery), then, with out warning, it will just power down. When I turn it back on, a message on the display says something to the effect of “battery too low, powering down”, then turns off again. This is actually the second Fusic that I’ve had with the same problem - I had the problem with my first Fusic, then went back to the Sprint store (and experienced that excellent Sprint customer service) and exchanged it for a brand new phone. The new phone is having the exact same problems. When I contacted LG regarding my problems, they basically said “too bad, there aren’t any problems with your phone, so suck it up”. I actually think it’s a software/firmware problem, but I haven’t seen anything online about that.

   Anyway, I’m hoping somebody can enlighten me. Anybody out there had similar problems? Should I just deal with it? I mean, I don’t expect my brand new $350 phone (yes, I paid full price) to do my taxes or make my bed or anything, but I DO expect it to tell me when to plug it in. Am I asking too much?

   Comment by stephanie — September 4, 2006 @ 10:37 am

2. This site is awsome, Im a Supervisor at sprint and all of these rants are soooo true. Sprint sucks. They just recently changed their already crappy plans and now when your on a F&F plan its $5 for an additional 30 minutes instead of 50 mins. Prices went up, and they say night and weekends are now included in the plan, well it was a $5 option now they just uped all the plan prices by $5 lol….I was on the phones for 6 months, and yes the pay sucks. The average agent does work at a sprint call center for about 3-6 months. They go through a 4 week training class, then take training phone calls for 2 weeks then they are released on to the production floor were they begin taking live calls. After 2-3 they just get burnt out on it and quit, and they pay is $8.50 an hour but agents complain soooooo much when all they really have to do is sit on there ass for 8 hours and talk to customers. Most reps are Morons…….and the only reason I still work there is becuase im a supervisor and I dont have to take phone calls anymore other than 2-3 escalations a day and they always turn out good becuase The Idiot rep doesnt know what they are talking about and they lie to the customer then the customer escalates and I tell them how it is and what the porblem is, presto , its over and the customer is happy. Sprint alos sucks becuase even if you are a vetran customers, lets say you have had your account for 8 years. You still get treated as a 2 year customer would and get the same discount, which is the max of 20% everymonth. I almost died when sprint raised its ETF’s (early termintation fees to $200 instead of $150) so if your under a 2yr contract thats $150, and you want to change your plan, then you have to sign a new 2yr contract that is a $200 ETF and they dont tell you that hahaha….man Im done. Sprint amazes me everyday and they probably would have went out of business if they diddnt merge with NEXTEL. IF YOU GUYS HAVE ANY QUESTIONS ABOUT ANYTHING AT ALL OR HOW SOMTHING SHOULD HAVE BEEN DONE PLEASE POST IT SO I CAN TELL YOU THE ACCURATE WAY IT SHOULD HAVE BEEN DONE. lol this site is AWSOME I can ventelate my feelings about my job to other people who hate sprint too!

   Comment by Supervisor — September 4, 2006 @ 8:28 pm

3. Glad to hear the last rant. It’s always nice to have someone on the inside for a change.

   A few of the guys who claimed to work for sprint in the August 2006 rants section just came to rant about sprint customers, which I guess is considered a sprintrant but very annoying.

   Hope we got some people posting with lots of good questions for you Supervisor.

   Comment by Erik — September 4, 2006 @ 8:46 pm

4. lol its not the customers man, Its sprint systems. Ive never seen anything like it before. For example, If you are currently under a 2yr contract and you change your plan and renew your contract, haha gusse what? if the rep remembers (which none do) they will remove the old contract. Well if they dont, haha, you now have two 2yr contracts on your account and when It comes time to cancle Thats 2 ETF’s which is $400 dollars!!!!! then it will take them 2 months to applie the credit for the other $200 and by then you have late fees…..I tell ya its never ending thats all I do alllllllllll day is fix accounts and its simple shit that should have been taken care of right when it happend. You guys should not have to call in and be on the phone for any longer than 15mins. The average handle time goal for a phone call is 6 minutes and 30 seconds. None of the agents on my team meet that goal cuase they are all to dumb to know how to Identify the problem! thats why I fire half of them all the time becuase you wont believe how many times I coach them on things. Then If they dont do it i give them a Verbal, then a Written warning, then a Final. And now 4 weeks later they still dont improve, BAM your fired and a new one comes out of training. I get a new team ever 3 months it seems like. But not all of them are dumb, I got some 6 month vets on my team that know what they are doing but thats only about 13% of Sprint.

   Comment by Supervisor — September 4, 2006 @ 9:26 pm

5. Man lol I agree on the store reps. The qualifcations for working at a sprint store must be breathing. Let me tell ya about an escalation I took last Thursday. This woman had been In a sprint store for about 2 hours already and ALL she wanted to do was a phone upgrade ( where you get a rebate depending on how long you have had a single phone active on an account, 1yr $75 , 2yr $150) and the store rep was to dumb to set the contract date effect today so he could applie the rebate in his system and this this Woman a phone. So he dials *2 and gets ahold of a girl on my team and shes to dumb to know what this guy is talking about. Well he ask to speak to a supervisor so thats were I come in. I get on the phone and I aske him what I could help him with. He says “I need to add a new contract to this customers account cuase we are doing an upgrade for $150 for this customer” and I said ok well This customer started her account in November of 2006 and it has not even been a year yet, so in November she will be eligible for the $75 unless you are going to honor her rebate early? and he says ” hang on just a second” then he Fucking puts me on hold for 15 minutes with no hold expectation time. Well during this time I see somone else access the account, Im thinkin Hmmmmmm what is going on here. LOL GET THIS, When the rep came back on the phone he says ” hey we are going to honor this rebate but the account just hotlined (hotlined means it gets suspended cause the bill is to high and this ladys spending limit is $125 befor it hotlines) and we need you to applie a credit to get the phones on” and I though to myself, well this account wasnt hotlined a minute ago. So i looked at the account balance and it now says $171.95. Then I look in the account notes and somone at the store pulled up the account and Cancled out the contract to add a new one!!!!! THE CANCLED THIS CUSTOMERS CONTRACT AND THEY GOT CHARGED $150 SO IT HOTLINED THEIR ACCOUNT!!!! so I asked the rep, Did you just access this customers account? he says “yeah I removed the old contract and put a new one on there but I made it effective tommrow and I need it effect today” so I mute microphone and scream to myself for a second. Then I get back on the line and say ” well when you cancled out that contract, which you should not have done, you just charged this customer $150 to there account and its suspended now!! you should have SWAPED contracts instead!! so he gets lippy with me and says im not hes boss to stop telling him what he did wrong and just fix it. So im already pissed, well I go and Fix it and I get back on the line and Want to call this Dude a spick, cuase thats what he is, his name is Ohmar? haha whatever. I get back on the line and The customer is on the line and she scream at me that she wants to cancle. I apologized to her but to no avail. So i transferd her to retentions and told them what happend and the lady cancled her account. I diddnt charge her the ETF due to what had happend to her. This is one of those situations that could have been so easly avioded but guess what? we have dumbass working in sprint stores who are just looking to get commesion of a sale……

   Comment by Supervisor — September 4, 2006 @ 9:50 pm

6. That customer started her account in November of 2005, not 2006.

   Comment by supervisor — September 4, 2006 @ 9:52 pm

7. well im a rep and in this week i realized that some issues just dont have the right answer or the right proccedure –on kms yeah thats our “bible” and yes i want to help every customer even if they yell too loud and i dont get frustrated about this. and well yes i also think sometimes that the sistem on sprint ometimes sucks cause i need to communicate to our custs that yes this is the true and well i hate to make a sale ..just offer it makes me sick when they realy dont need that and also the score on my monitored calls sometimes are so low . because they want me to rebate the sale- if the´ve told me no i dont want that .any way i think im good at what i do . and i dont expect to be more than a rep on sprint .but lets face it not everybody has the capacity to make people calm down and make sure that thats right .and assure . well now ill be taking care of u people. . and yes i care .. and the only reason because im a category (b) agent its cause i just dont make any creepy sale … anyway-im a rep and ill for at least 4 months m,ore..

   Comment by just some rep — September 10, 2006 @ 6:00 pm

8. hey sup i got a funny one for ya i am in ats i had a store rep call went threw cas and t1 treo tech to me and it just needed to be programed treo 650 the poor customer had to get transferd for god knows how long to talk to me for one minute to fix the problem they may need to start training the new hires a little longer. i am in t2-ats 70% of my calls are simple cas t1 issues. but like you a was a sup then a new company took my center over and they threw me in ats in the first week they took over. and a lot off call we are starting to get is the store telling the coustomer there device can do what ever they want to here to sell the device cas just says yes to every thing t1 just says i dont know then i have to tell them it wont do it for the lg550 (fusic) i havent touched the device but its probably a soft ware issue fix will probably be in a sw update but untill its out no one will say there is a problem with it now sprint has made the decision that there is no problems with any of there devices in t2 we have about 50 air card not working its a known problem but thats the problem and we cant tell the cust the problem because there is not one accoring to sprint i kinda under stand we (sprint) cant walk some one threw voiding the warnty on there laptop to make a air card work but the problem is the laptop and they posted 3 days before the s720 came out it would not work on the laptops so they know its a problem but sprint answer is to make a ticket if its a problem they dont want to admit to. puts us in a bad spot

   Comment by aaron — September 10, 2006 @ 6:26 pm

9. I dont know a whole lot about Advanced Tech Support becuase im a supervisor in customer service. I have had a lot of reps come up to me and complain about these new Fusic phones and I hope they do somthing about it so cuase our Courtesy credit adjustments are going up due to the Inconvience for our new phones being Shitty. As for as the Treo Programming, yeah Those are a little different than just the standard phones and There is a guid for them In KMS. Its basic shit, you should not have to put a customer on hold for 20 mins just to find out how to program a damn phone. We need to bost training for programed phones to, all they tell you how to do is access the guide, Which is ok becuase you dont have do have a college degree to figure it out. Most new agents do Warm transfer to ATS for Treo programming and PPC6700 things like that. Yeah and sprint wont admit shit when theres a problem, thats how all companys are though and They just say ” bla bla bla , well put in a tech ticket for the issue. blahhhhh” yeah well that tech ticket never goes anywere that I know of….And as for you, Just some rep, Part of your job is to sell, thats 30% of you job and can boost your pay check. If you dont like to sell, you should have never taken the job cuase offering new products is what we do cuase some people dont know about them. It doesnt hurt to offer, the worst thing that is goign to happen is there going to say NO. Then you say, oh ok anything else I can help you with? shabam its over. Oh yeah and as soon as I find a Better paying Job im out of sprint son!!!

   Comment by Supervisor — September 11, 2006 @ 5:59 pm

10. Hey “supervisor” - what are the problems you were being referred to about the Fusic? I’m just wondering because I just bought one and have found out that the software/firmware on the Fusic needs to be updated (see the first post on this site entitled “Fuisc problems?”). The battery management doesn’t work.
    When I went to Sprint, they said they never heard of any problem like that. When I contacted LG, they said they never heard of any problem like that, and told me to call LG’s tech support, which I’m hesistant to do, just because they rarely know what they’re talking about. So, what do you think I should do? What other problems have you heard about with this phone?

    Comment by stephanie — September 12, 2006 @ 8:07 am

11. Honestly im not a Tech and im not going to just make up some bullshit lie about the phone, I am a Master at handling Accounts and Billing issues cause thats what Customer service does. We only know basic trouble shooting like Power cycling a phone which involes removing the battery and placing it back on the phone, yeah and that hardly ever works. That would be a question for the ATS guy, arron. But the problems that I have recieved from Agents is the Battery life expectancy , and it Powering down with no reason. I dont know if there is a bad connection between the battery and the phone and a sudden movment could shut it down or what but as far as the Firmware and Software, we are still waiting on a damn update for that. If I hear anything at work about it ill be sure and post it.

    Comment by Supervisor — September 12, 2006 @ 6:47 pm

12. Thanks, that’s actually pretty helpful because when I asked both Sprint and LG customer support about my battery issues they both said that they never heard of such a thing. Now I know that I’m not the only person out there that has the same problems. Maybe I will call LG tech support and see if we can push them to release a software update. Good to know that there are customer support staff for Sprint that aren’t blatent liars.

    Comment by stephanie — September 13, 2006 @ 6:58 am

13. Sprint was the worst telecomunication company in the world, but after their merger with nextel, they are indeed suck. I couldn’t use my phone at all, no bars at all in some areas. It happened so much, that I had enough. Overbilling, non-existent customer survice, and much more… No more business with Sprint.

    Comment by George — September 13, 2006 @ 9:10 am

14. Well Guys Just a Forwarning. Last time, I think it was around May, When we updated our systems and It was supposed to be released on a sunday, It worked for one F****** day then It was out for 2 weeks. Some of you may remember calling in and us not being able to do anthing and telling you to call back in 72 hours.The stores and everything were down, it was enterpise wide. We could not do a phone swap or change a plan, nothing. NOW we are getting new systems so we can Handle both sprint and NEXTEL accounts cause right now we are one company, just two seperate customer service departments.So hopefully the new system comes out and runs right, but Thats a fat chance cuase all new updates have bugs……Hopefully it works though. If not be prepared for a black out! Ill post the date the new systems are launching when I get the final say.

    Comment by Supervisor — September 13, 2006 @ 9:24 pm

15. WHAT A JOKE!! After 5 yers of service i left sprint for Verizon b/c they can’t keep the promise.
    I use my phone for personal but mostly Business ihave to have a phone that works for my company.
    June 28th put in request for a new phone that had broke day before.
    July 28 was told after a month that phone was on back order after being told it would be shipped out in a 2-3 days. (NO CALL TO TELL ME IT WAS ON BACK ORDER)
    August 18th was suppose to be issued a check to replace phone,
    Sept 18th still have not gotten the check and they have no idea about it!!!
    GUESSS WHAT I AM NOT GOING TO FORGET ABOUT IT and I WILL GET MY CHECK!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

    Comment by Left SPRINT FOR VERIZON — September 15, 2006 @ 2:40 am

16. The Sprint Rants forum is now Live!!! To visit the forum go to

    Rants Forum

    The forum is a place where you can openly and in a more formal way discuss everything related to ranting about sprint. Hopefully, as we have started to see on this rant board, we will have people helping you with your issues.

    The best thing we’ve had so far is the sprint reps who have been helping us out here. So to all you sprint reps if you’d like to become a moderator of the forum or help out in any way let me know by using the contact section of this site and I can set you up with those permissions.

    Also, to everyone, please head over to the forum and check it out. There will be a:

    Ranting and Help Section
    Marketplace Section to buy, sell, and trade, phones and accessories
    Phone Reviews - feel free to post a review
    Manufacturer news and reviews

    and much much more.

    Head over and check it out, there is a link above as well in the upper right hand navigation bar!

    Thanks for helping to make sprint rants a great success

    Comment by Erik — September 20, 2006 @ 10:54 pm

17. 1) Roaming charges in my own home, in a major city.
    2) after two years of failed promises to improve service, I just pay 5.00 a month extra for unlimited roaming. (see above).
    3) Replace a broken phone: They bill me, but after ten days and no phone, I call to find out the phone didn’t ship out of the ware house due to a mix up.
    4) said phone arrives, but cannot be used. Has to be programmed. But it cannot be programmed. After three phone calls, (first two were dropped somehow after 20 minutes each on hold.I was being shuffled around their internal system until they discover they had sent me a phone that still belong to someone else, hence cannot be assigned to me…
    5) My current issue: I have an SPH i600. expensive, and I pay 160 a month for two lines 2000 min and data, ins…blah, blah. You’d think I get some service right? nah…I wait an hour at the store to given another on. WIth a dead battery. And they don’t carry chargers for that phone. Matter of fact, they don’t carry chargers for that phone at any store. So I am the proud owner of a $629 dead cat. I have to get the charger from an after market store, across town, at 400 PM. However, this replacement phone decides to go into flight mode (that’s where the phone’s antenna is shut off, but the PDA functions) whenever it wants. Randomly. Without provocation. I go back the next day and wait another hour. They tell me they had to do a hard reset. I smell BS so I ask to speak to the tech. I asked him specifically if he had ever seen that problem before, and he says no. SO I asked him specifically “Are you just guessing then?” and he eventually admitted so. So I said that’s great, I should just waste another hour tomorrow when you solution proves incorrect? He looked at me as if tosay “How dare you question my AW-TAWR-ITEH?, So I left the store, but didn’t even make it to the car before said dead cat goes into flight mode again. Go back inside, and wait 10 minutes, cause I guess they didn’t recognize me from 45 seconds ago, and told me to stand in line. After playing with the phone for a few minutes, Captain Technology decides it should be replaced. But they are out of dead cats, so I should just hold onto this one until they can order on for me. Fine, I say, call me when it comes in. No. Can’rtt do that. You have to call us in a few days and see if it has arrived. So I call. After going through voice prompts, entering my number and waiting, the system informs that the store’s voice mailbox is full and cannot receive messages at this time….

    How are these people still in business?
    Why am I still a customer?
    Anybody wanna buy a dead cat?

    Comment by t1n0 — September 21, 2006 @ 9:08 am

18. Stephanie: I am an ATS rep for Sprint. Here’s the story on your Fusic: LG phones are shit. Seriously. We get so many problems with those, misadvertising, broken, the list goes on and on… not to mention their website is *completely useless*.

    The sup from CAS is right about a software update, I don’t know if that has been released or not… but in the future, do yourself a favor and don’t by an LG. The samsung a920 can do basically everything a fusic can do, it’s just not advertised as “the” music phone, because it doesn’t have a catchy, musical name like “fusic”. The only thing it doesn’t have is a radio transmitter… you thought that was a radio, right? Nope. That is an actual TRANSMITTER, so it will send a signal to a radio in your car at whatever frequency you pick. Which is not explained really anywhere, and when you look in the manual to figure out how to use it, guess what? The manual tells you to press buttons that AREN’T there.

    Nice.

    Yeah, most reps are idiots… my job consists of three things: picking up the nightmarish mess left behind by morons from t1. Handling mistransfers from t1 for textbook t1 issues and then writing them up. Fixing air cards that don’t work because they are shit that never get the drivers installed the first time.

    And by the way, if you have a voice issue, you are fucked, because sprint doesn’t give a shit. We tell you a trouble ticket is being submitted, but really, it’s a trouble record… which means no one ever even sees it. If it’s just you, then your phone is fucked and we don’t give a shit if the t1 rep can’t fix it. If it’s the whole town, then the ticket doesn’t affect anything anyway, what affects it is people calling in saying my phone doesn’t work… then what you’re SUPPOSED to do is mark it in something we have called the ‘network tool’, but the joke is I have seen perhaps 3 people in my entire history here use that tool, which means no one knows what they’re doing and it won’t get fixed…

    Lastly, if they think it will make the sale, the people in the store will tell you that you can use bluetooth on your treo to activate your microwave and open your garage door. They don’t know shit, just look at the manual… THAT is what the device can do… I can’t count the number of times some poor customer gets on my phone and wants to know how to do some stupid ridiculous thing told to them by a store rep.

    The best trainer in the goddamn building was fired today for jokingly saying that he hoped all customers would die (hey, come on, you treat us like shit…). He said it privately over a chatline that the company happened to be monitoring. They fired him. Nice.

    Aaron, you’re in t2? As far as I’m aware there is only one ats call center in this country… what floor do you work on?
    -disgruntled ats rep

    Comment by ATS Rep — September 23, 2006 @ 10:14 pm

19. Im Baffled! Well said ATS rep! Round of aplause

    Comment by Supervisor — September 24, 2006 @ 9:19 am

20. And I do apologize for all of the Ignorant Customer service reps from my Team calling you becuase they dont know how to program a treo or a PPC-6700……Sprint Training SUCKS. Befor you know your job, you must be on the production floor for at least 6 Months. I diddnt use have the shit they tought me When I was in Training.

    Comment by Supervisor — September 24, 2006 @ 9:22 am

21. Hey guys, great to see some reps in here helping people out.

    As I mentioned before, the sprintrants forum just opened up at

    http://www.sprintrants.com/rantsforum/

    I encourage everyone to head on over there and try out the forum space. Let’s see if we can get a great conversation going about some of these outstanding issues.

    Also if you are a sprint representative, supervisor, or the like I can set your forum status to sprint representative and we can get you some credability in the forum.

    Thanks again everyone

    Erik

    Comment by Erik — September 24, 2006 @ 7:20 pm

22. I’ve posted here before, I’m a CSR with Sprint *sigh*, Anyway, just a heads up on some new changes.
    Text messaging going from .10/msg to .15/msg
    Also, activation fees for additional lines are going from $18 to $26
    Additionally, Sprint is doing away with the half price option for additional lines with attachables like text messaging and vision. (i.e. First line pays $15 for vision, 2nd pays $7.50), That’s no longer going to be true, it’ll be full price for both lines.
    Here’s the kicker for me personally. Nights starting at 7pm is going from $5 to $10/month and Nights starting at 6 is going from $10 to $20

    So if you got older plans, for the love of god don’t change them, if you plan on keeping those options.

    Oh, and ‘Supervisor’, any word on the new merging of the systems? I haven’t heard a whole lot of it at my center.

    Comment by Anonymous — September 25, 2006 @ 5:50 pm

23. “And I do apologize for all of the Ignorant Customer service reps from my Team calling you becuase they dont know how to program a treo or a PPC-6700……Sprint Training SUCKS. Befor you know your job, you must be on the production floor for at least 6 Months. I diddnt use have the shit they tought me When I was in Training.”

    You’re fine, first and foremost, most of the mistakes I deal with are from t1 reps, not from CGN/CAS reps… Second, Sprint training does suck. Everything I learned I learned sitting there going “oh shit, how the fuck do I work this thing” while the customer was on hold. Experience. The training classes may sound good, but really their only purpose is to equate you with the general terminology of the industry. KMS is a freaking joke, and everyone knows it… It is out of date, half missing, and sometimes flat wrong. What’s even funnier is this little known fact.. your ‘profile’ (how long you’ve been with the company) actually affects the search results you get! If you’re a noob, you’ll get less hits than the older reps on the exact same searches… just one more of hundreds of bugs sprint is too lazy to give a shit about. Lastly, it’s not your fault because most people are genuinely stupid. The kids on your team go in there so they can make their $9 an hour and not so they can be good at what they do or have any sort of satisfaction when they go home. There is nothing you can do to raise the intelligence level of either the retard customer nor the retard rep. We do what we can ourselves and the rest rests where it falls.

    Last thing: Erik is right, this is turning into a live forum and we should be posint on the real forum.

    http://www.sprintrants.com/rantsforum/

    I just signed up, it is very easy… go ahead, take the time, sign up, and post there. Bring life to sprint’s death.
    -yetiamchosen

    p.s. Keith, you mentioned rep status? pm me.

    Comment by Yetiamchosen (formerly posted as disgruntled sprint rep) — September 25, 2006 @ 10:33 pm

24. Oops! Why did I say Keith? I meant Erik. Correction, *Erik* pm me, I have some ideas for you.

    I just saw your question regarding merging billing systems. Our center (alorica) is pretty much the largest/top call center in the U.S., we have begun training in ATS now for it, though I don’t think any of the other departments have.

    You won’t have to worry about it for a little bit. Right now there are 10 customers on the face of the earth integrated into this system. I happened to get one of them (awsome, huh?). I am very tired right now, I think the new system is called b2g… something like that. Anyway, instead of using premiere or p2k you would be using a program called ‘ensemble’. I have not personally begun training for it yet, but every coworker I’ve run into that has says it’s retarted and incredibely awkward. I’ll leave it at good luck.
    -yetiamchosen (formerly posted as disgruntled sprint rep)

    Comment by Yetiamchosen (formerly posted as disgruntled sprint rep) — September 25, 2006 @ 10:39 pm

25. sorry i dont make it by verry often there is 2 ats and 1bb and treo/ats ok tx and canada is treo and bb i would like to say i will help every body. but after the last few changes sprint (not the customers )are on there own. a lot of data issues can be fixed with a little help from us. i will try to hit the new page. and congrats on the growing post nice to see people helping others. when i started coming here 4 post now there is over 20. i have left sprint. but can still show you how to fix most problems if you think the fusic is a bad device. they use to send them to use for feed back on what needs to be fixed last device they sent up they told us they didnt care there sending it out. sprint gets the kms from our t2 kb but sprint picks what they want it to have. and has ben removing stuff from our kb trending or keeping up with new device problems is hard to do. sprints new theory is every thing works!

    Comment by aaron — September 27, 2006 @ 6:58 pm

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