Sprint CFO, other top executives ousted

I am an indirect dealer as well, I have to dito what Debbie has just said only I think she put it mild. I am still fighting for pay from March 2007. No dealer support, bad publicity and the service is getting worse makes it impossible to sell the service all together. I as well would like to hear from any dealers having the same problem. Feel free to contact me. joejoe1815@yahoo.com

My husband and I are Indirect Dealers and have several locations throughout Oregon and Washington. When we started our business with Sprint over 4 years ago, Alamosa handled our area as Sprint wasn’t interested in the rural areas where we live. Alamosa found a niche and filled it. Sprint has the best coverage in most of our area . . . Verizon, T-Mobile, and AT&T are still sketchy around here. When the Sprint-Nextel merger took place and Alamosa sued and was bought out, we were instantly under the full Sprint umbrella. Sadly, since then, our business has virtually died. Alamosa was heavy into advertising in the newspapers in our area, Sprint dropped ALL advertising several months ago . . . we could buy it ourselves, but how can a tiny company compete with the full-page ads the other carriers were running?

We were also promised that we would have EV-DO two years ago. And we were recently notified that it has been put off again . . . until second quarter 2008. We’ve heard that before.

We have had a lot of tower issues, one area didn’t have ANY coverage for nearly three weeks. Nearly everyone in that small town deactivated. Can’t say I blame them. Our coverage along one of the main interstate corridors has been poor. I personally dropped a call 12 times in the matter of a couple of minutes. Now I am understanding why we are losing customers at an alarming rate.

We have wonderful employees working for us. They are great salespeople, wonderful with our custoemrs, but how can you sell when the coverage and customer service is beaten out by all the other carriers, even the smallest carrier?

At our meetings, Sprint is pushing the PDA, Blackberry, and data service handsets . . . all which work with the EV-DO service. They want to get away from the “free” handsets because they are the ones most likely to deactivate . . . so they tell us. It may be true, but with no EV-DO, and a push to get away from the lower credit class customers, a business like ours can’t survive. We have received little or no help from Sprint. They just don’t care about the rural areas and they are making that perfectly clear to many of the indirects in our Pacific Northwest.

Our sales for January are the lowest ever, actually to the point of only 25% of what it was 2 years ago. Sadly, we have enough deactivations due to the poor coverage, lack of EV-DO and poor Sprint customer service, that we will net only about 25% of our new activations.

Not only that, we are still fighting for pay from July 2007 forward that we haven’t received. Many of our customers are not aware, but Indirect Dealers pay full cost for the phones and are later (at least hopefully) reimbursed by Sprint for the balance of the handset. Once these handsets and aircards are purchased through the third party company we are required to buy from, there is no returning any for stock leveling. So we are stuck with a ton of handsets we can’t return and can’t sell.

Now we are beginning to understand why we had trouble getting paid from Alamosa. They weren’t getting their money from Sprint either.

We have talked with a few other Indirect Dealers in the rural areas, and they are all suffering the same fate we are. Life savings to build a business just to have Sprint put us into bankruptcy.

Thank you Sprint for slapping it to us. When my contract is up, I will be finding another carrier. I have never personally had one issue with my bill, but I certainly have an issue with giving a company my hard earned money just so they can put it to the little guy.

Any other Indirect Dealers out there having problems? I would love to receive your email at debbie@blueshost.com.

Are the last four posts written by the same person? They all sound the same..sorry you didn’t read your contact and they changed you an early termination fee. Guess what, all carriers Verizon, ATT and T-Mobile do the same. Also the person who said outlaw cancellation fine’s should know that there are pre-paid phones that don’t change termination fee’s, plus how do you think the cell carriers are able to give you a free phones?

Lastly for the iphone on the ATT network you have to pay $399 just for the phone and sign a 2 year term that, guess what, has a $175 early termination fee…..

Are you the same people who took out subprime loans and are complaining that you can afford you mortgages?

I have been with Sprint since 2001. Had very few problems. Rarely ever call in for help. Have dropped maybe 2-4 calls all during that time…with lots of cross country travel. However, they do have very poor phone choices. Hey, here is the fix: Offer great phone choices, great family and friend plans and really show how beneficial the free calls after 6 PM can be. Simple…now Mr Hesse, go do it!

I, too, was a Sprint customer who bit the bullet and paid the cancellation charge to get away from poor customer service, inaccurate bills, etc.

Adding to Ryan’s comment about outsourced customer service - - Five years ago I set-up a 300-seat call center in India. First tier support = BS in Computer Science, $350/month. Second tier = MS and $400/month. Hired 3 ph.D’s at $450/month. So, yeah, they’re educated, but unfortunately must read from scripts or get fired, and their ‘average handle time’ metric means they need to get you off the phone or face bad internal reviews.

God works in mysterious ways, but he gets there all the same.

Sprint has the worst customer service imaginable! I wanted to add additional lines to my family plan and was told I was not eligible to do so because my service had previously been disconnected. It had never been disconnected but I could not get anyone to listen to me or fix this error. I was transferred repeatedly but never helped. I finally paid the $400 to cancel two lines! I couldn’t take it one more day!

I have 5 phones since i renewed my contract 2 years ago. They have all
been defective. Sprint continues to replace the phones with refurbished phones. I did take a replacement contract with sprint. When Nextel and Sprint merged, my phone usage and my bill increased according to my bill. I have 1000 anytime minutes and 3000 night and weekend minutes starting at 8pm. I know that i have been over charged and I have made numerous calls
to Sprint but they will not correct this. My 2 year contract is up in February and I am going to shop other
carriers. I have been very disappointed with the customer service. It is obvious that they are instructed not to give customer service. This has taken to much of my time to correct the overcharging and incorrect billing.

As a former Sprint Nextel employee (legacy Nextel), I can honestly say Sprint is the worst company I have ever worked for. Management had more desire to micro-manage underpaid/overworked employees than fix major issues such as horrendous customer service, fraud, and questionable credit approval practices. When I left the company for a much better job, I continued to receive free cell phone service for nine months after I left, despite making monthly calls to advise them of their mistake.

Even with the free service, I cancelled my line and went with another provider. Even free cell phone service is not worth dealing with that company.

I have been a Nextel customer for 4 years. Every month I have had to call and get my bill corrected, because of charges that were applied to my bill, and to top it off they cut my phone off and charged me for calling customer service and other nextel phones. The customer service is HORRIBLE and I wish they could find people that speak english to take the calls, which would make easier for me and them to understand each other. They claim I didnt have the mobile to mobile on my phones and that it would be another $5 a month to add that feature. Just last year I spent $4,578.88 for 2 phones with sprint/Nextel for my small buisness. I dont know how people can afford these phones. The so called customer service also told me that they were legitimate bills and have sent me to collection, Over a $650 bill for 1 month. And everytime I pay my bill in full the next month they add charges and tell me I didnt pay the entire balance, but when I did make the payment the customer service agent told me I had paid the bill in full, then the next month same thing. I have spent over 10 hours on the phone correcting my bills each month. And one person will tell me Its taken care of and then they shut my phones off. And like I said, in the past 2 years I have paid over $10k for nextel’s rotten service. What can you do? I reccomend that no one sign up with NEXTEL unless your pockets are deeper than the oceans floor.

I have had sprint wireless service for almost 15 years; I can honestly say that I had better customer service and coverage when they were the analog sprint spectrum back in the early 90’s. I managed to get most of my friends and family, 4 years ago to go with sprint so that we could all have free pcs to pcs service. That was a huge mistake. I have put all of them through hell, dealing with sprint. I have had extra charges for music downloads on a phone that isn’t capable of downloading/playing them. I have had my contracts automatically renewed by sprint without my consent, TWICE!!! I have had bogus charges for text message fees that exceeded the “UNLIMITED PLAN”!!! HOW DOES THAT HAPPEN ? Idiots! Customer service is horrible. A caveman could have resolved my issue quicker than the individual from Asia did. As for the comment that Asian’s who work for sprint are smarter than America’s CS rep’s is a joke. I have called there customer support numerous times only to be hung up on because I speak english and the rep on the other end doesn’t. I’m pretty sure that when I picked 1 on the menu, that I meant english. Needless to say I’m the last one left of friends and family that still has sprint, everyone went to Verizon. AS of July, I am leaving. Sprint’s a joke, for all those affiliated with sprint start praying that the next overpaid
CEO will save this company that’s determined to hit rock bottom.

I guess I am lucky; I have never had one single problem with Sprint, and I have been with them for years. I was even able to get out of my contract with the ETF waived this past month since they made a change to the contract. I have never had any problems. Great coverage. Hardly ever call customer service. I love that everyone is leaving them because it will mean better deals for me.

Bring back Mr. Donahue!!! Hey Hesse! Don’t get too comfortable. We have gonr through 3 CEOs in less than three years…. You too will be horrible!

From a Sprint employee point of view, Sprint has destroyed what we built up in Nextel. They took a perfectly good company and flushed it ruining it for thousands of Nextel employees.

This year we were asked to kick butt. We, as employees, did and we just got word that there will be NO MERIT increases. No merit increases? Nice. The cost of living is at an all time high. The cost of gas is ridiculously high… and there will be to raises for anyone? I bet the ousted upper management took it with them as they brown nosed their way out the door. Ever since Sprint took over, all we have heard is “do it or you can be fired” that is the Sprint moto. We do it and for what. Nothing. HEY SPRINT!!! THANKS FOR NOTHING!!!

My story is very similar like everyone else here. I ended up jumping ship to T-Mobile and my coverage and customer service have made a 360 degree turn and very happy. I when from 1 bar to 4 bars in my home. Customer service is excellent , my calls have been less than 15min. I guess thats why they won the “Best Customer Service” JD award several times.

I was a loyal Sprint customer for 7 years until they merged with Nextel. The customer service was poor and the coverage went from great to Horrible which I can’t figure out why?
I experienced WAYYY to many dropped calls. I became so frustrated with the service, I was so HAPPY to pay the $150 breach of contract fee. Thank God I SPRINTED my way over to Verizon. I’m so happy now. Verison plans are a bit more expensive but I pay my bill with great Joy.

Those bastards extended my contact again….come monday morning, they can have th 250.00 cancellation fee…I’m out. Service sucks, plan are terrible especially if you have a Black berry…OH MY GOD……I’m out. I hope they fold to be honest…..Nextel was great, why in the hell did they merge.

OMG! Sprint customer service is a misnomer and a huge joke. I can relate to the experiences that others have had because I used to spend hours on the phone with customer service only to discover later that the promised resolution was never processed. To add insult to injury, Customer Service would hang up on me only and I would be forced to wait longer yet for a manager so that I could report the poor service.

After more than three years, I yanked my account and paid the cancellation fee just to transfer my numbers over to Verizon and get away from such a poorly run company. If Sprint fails, then it is merely the hand of the market intervening to eliminate those who fail to remain competitive and customer oriented. I feel sorry for the employees, but after all, they are responsible for the reputation the company has within the industry.

I feel more sorry for the rest of my friends and family who are stuck in the plan because of the $200 cancellation fee per phone line. Some of them have four and five lines connected to the service, so cancellation would run a whopping $800-1000 in fees.

I would love to see our elected officials do something to eliminate such outrageous fees/fines. Many people have already invested a small fortune in a cell phone by the time they get it turned on. I don’t see why the cell phone company should be allowed to rip us off a second time just because we need to cancel the service.

To all law makers:
OUTLAW CANCELLATION FINES NOW!

Sprint…hmm..change the name to Crawl. I have been calling their tech support for a week to figure out why it takes almost an hour to recieve mails on my phone and the response, is “that’s the best they can do!!!…So much for Sprint Speed. hehehe..As for billing, am sure they deliberately mess up the billing, so they can make the extra bucks. They have made cheating a science!!

Why don’t those of you with sever problems complain to the Better Business Bureau? Companies do *not* like to be investigated by BBB.

I really do not like the phones Sprint offers… Therefore, because there is no iPhone, I plan to change ASAP and move to AT&T.

Through my numerous years with Sprint, I have had countless problems with incorrect billing, plan changes, and poor customer service. When I first changed to Sprint, we entered a Sprint retail store and purchased phones and a family plan package. During the in store payment, my credit card was interpreted as not going through so they continued to swipe it. The result was that I was charged 4 times the due amount. To correct this it took 3 customer service calls (one hour + each), 2 calls to my credit card company and 2 trips to the retail store before the overcharges were finally removed.

After that it was a series of problems every time we went to a retail store to get new phones or replace damaged phones (we have protection plans). Not only were phone replacements a hassle but each time it seemed that our family plan package was altered by a not so helpful sales rep. Each time it took countless calls to Customer Service to remove changes I did not want nor approved and have the original plan re-established. First they would say that they couldn’t do it because they either didn’t have the proper code or that the code expired and I would have to pay extra for what is currently available. Eventually, after a series of calls and severe agitations someone would finally help. When my service agreement ended, I chose not to renew and for years I decided I would rather pay non-discounted prices for any new phones then be locked in to this company.

In October 2007, my family decided they wanted higher-end phones which required a plan change. I must have been temporarily insane when we purchased the phones in store, paid with a credit card and signed a two year agreement. Knowing all the incidents from Sprint’s past history, I closely watched for the November bill to come out on the web site. Not only were the “difficult to interpret” start/stop costs of plan changes on it but my bill now included 3 high dollar phones ($500 each), New York taxes, and changes to my billing address to New York (I have always lived in Texas). I immediately call Customer Service who provides information that it looks like the phones were fraudulently ordered on their web site and shipped to New York. Customer Service can not help … they patch me to the Sprint Fraud Division which of course is a voice message that they are only available during certain weekday hours. After numerous sessions with Fraud and Customer Service I receive a bill reduction (3 phones and NY taxes removed) and supposedly a higher security on my account. I pay the agreed remaining amount.

December bill rolls out and now I have 2 high dollar phones ($500 each) remaining on it with the New York taxes. Back to Customer Service and Fraud … They provide me with what the bill total should be once things get settled. I pay $30 more than agreed amount, just in case. January bill comes out with 2 fraudulently purchased phones still on it, NY taxes, and a late fee because I did not pay the entire previous bill. We also received a letter from Sprint that service will be terminated if the full bill is not paid in full. Customer Service says not to worry … Sure … they have always been right before.

To add to the current situation, my daughter recently went to a Sprint store to see why her picture mail failed and the Sales Rep removed her Vision package plan and replaced it with a lesser but more expensive option. You would think that any changes to a plan would require an approval not just the whims of a sales guy. Once again Customer Service can not find the proper code but they say I can get back what I had just days before for $5 more a month. Eventually, a change was negotiated back but I won’t know if my plan is truly the same until later. The confirmation email promised by Sprint was never sent to me.

The battle over the phones purchased by fraud and sent to NY continues. It can not get any worst. Has anyone ever taken Sprint to arbitration?

Plain and simple, as soon as my plan is up, I am bolting! There isn’t a month that goes by where I don’t get charged for rooaming even though it is included in my plan. Worst customer service from all the phone companies.

I was offered a $50 deduction on my next bill to drop a phone line that was set to expire in two months and wasn’t used. I repeatedly asked if this offer was valid because it sounded too good and the guy kept saying yes. He eventually forwarded me to the disconnection department and I was pretty much told that it was a stupid idea, that they would never do that and I would be charged the usual disconnection fee. Screw Sprint and their idiots!

First of all these companies are outsourcing IT, phone support you name it. Dont be fooled, it is to get Americans out and get poor dirt cheap workers and pay them crap and boost profit’s period.
Sprint HQ in Kansas city is now mostly indians.

I am from Overland Park kansas where sprint is, the whole community has been devistated due to outsourcing.

Glad to see the Exec crooks fired, but they should have been fired with no pay like the rest of us are. The CEO was kicked out with 50 Miilon, are the board of directors that approved that insane or smoking crack.

Heres a new idea, how about compensation based on performance. Like they do all the employees.

Corporate has a horrible reputation in America now and are known as lyiers and crooks, can you say Enron, Adelphia Cable, Tyco , Martha Stewart and the list goes on and on and on.

Wake up Americans, turn off the biased news media.

Now your all getting ready to Vote for the next President, will you make a better choice than last time.
How many of you voted for Bush, SHAME………………

There is only one Candidate standing up for your rights and the Constitution.

His name is Dr Ron Paul

Get it right Americans…………….

I’m dropping Nextel/Sprint when my contract is up.

Tried to add two new phones as Christmas gifts for my children. Ordered early December, said it’d be here in a week. Called two weeks later - Sprint said they had a warehouse problem and the phones wouldn’t be here for Christmas. I canceled the order.

Sprint nonetheless billed me in advance for the new phones. I called customer service. They said I needed to pay the full amount - including the phones I never received - and they would adjust the February bill. I said “No way! I’m not paying for your screwups!”

I paid the normal amount in January for my active lines. Sprint disconnected my phone! I couldn’t dial 611 or call 800 customer service!!

It took two separate calls to get my service reactivated. The rep. credited me $50 as a meager gesture. I said I don’t want $50, I want a reliable service.

Here in Atlanta on I-285, I frequently get “Call failed” or “Network error” and dropped calls. The Sprint network is feeble.

Can’t wait to fire these idiots.

Hey Ryan from Austin;

Your generalizations about Americans are way off. Go pound the sand from the country you came from. You fell for the corporation mumbo jumbo about how outsourcing customer service will lower prices? HA. Call centers for AMERICAN customer support should be handled by AMERICANS who understand AMERICAN consumers and can RELATE to the issues AMERICAN consumers have. Just because you feel that persons in India are more educated, that makes them better at understanding AMERICAN consumers? NO- again, you are falling for the corporate mumbo jumbo.If you take off YOUR ” I am smater than the world hat” and understand that AMERICANS want QUALITY at an AFFORDABLE price.

I work for Sprint but I am from the Nextel side of the house. Sprint has caused their own issues since the merger. They have pushed the IDEN network to the back burner and churn is the highest it has EVER been. Upper management has no idea what it’s doing and they have pushed Nextel managers out. Nextel folk have a get it done/fixed and keep the customer happy mindset and Sprint is too wraped up in the “correct” procedure to get customer issues resolved.

i just to work for bell atlantic and i can tell you they were customer service…when i moved i tried to get a job with sprint…i thought the interview had went well…when i wasn’t hired the person that interviewed me tld me privately that sprint use to be customer service but now they are not…they said we want you to not solve their problems, but try to sell them an upgrade or new service…i tld her at that time sprint was the only telephone company here in northeast tennessee but when a new company came in i wld no longer be a customer of sprint…and that is exactly what i did when charter offered their services…hello charter…goodbye sprint…..

The funny thing about the last CEO leaving and the new firings are that all of them left wealthy. The Nexte/Sprint merger was a joke. As a former employee who worked for Nextel this was the worst thing that could have happened. Nextel had a corporate/government focus and Sprint a consumer focus. The merger made both horrible. This will not change.

I was a Sprint customer for 7 years. At first they were fine, but there phones/support/plans have not kept up with the times. They continue to pump money into useless features, while not having a reliable network. I am now a Verizon customer and love the extended coverage I can get. I can actually use my phone for what it was meant for.

After reading these comments, I can conclude that most of you have never worked in Tech before and been through a merger. There will always be hiccups to get rid of overlaping jobs, billing issues when switching to the main carrier name, etc…
In case you all don’t know, about 80% of US companies outsource their customer service and why is this? Because you all want cheaper prices on items and the easiest way to work on lowering prices is to modify support.
You need to realize that most of the outsouced people, especially in India are more educated than you are and their culture tends to follow scripts and rules to a tee. Companies love this since Americans operate in a gray area most of the time. If you would take off your “I want the best for cheap hat” and look around, you may realize that cheaper comes at a cost.

On another note, I have had Verizon and Cingular before Sprint. They are all bad since they share tower access. You always hate the one you have.

So let me see if I got this right, everyone is leaving Sprint due to poor customer service, so Sprint is going to lay off 4000 employees. That should do a lot to improve customer service!

I, like most everyone else, plan on jumping ship as soon as my contract is up. Sprint’s customer service is atrocious.

The Minnesota Attorney General’s office settled a lawsuit against Sprint so take a look at their website if Spring renewed your contract without your consent. My billing was wrong for 1 year with many overcharges. Every month it was 1-2 hours on the phone getting these charges reversed. Customer service stinks!

I’ve had sprint, or some iteration of it over the past ten years. To be honest, I’ve never had a problem except for dropped calls in a few (always the same) place. My biggest concern is that their phone line up is really horrible, and I may switch, simply because I don’t care for any of the phones that are offered.

I have also had problems with sprint and there overcharges,options off of my plan without my consent;ect,ect.They need to send all custumers a rebate, (tcheck just like the government)a free phone of choice with all plan options and free service for at least 3 years

I am a sprint indirect dealer. Oh boy, I can share a lot of stories about sprint customer service, their billing, etc. We had a customer whose phone was physically broken for 2 months and so there should be no chargers except his monthly bill, but was charged twice the amounth each month. They bill you more hoping you dont call in, and when you call in, you are told that you have to pay it and no explanation is given. Worse, I am afraid that during a long hold time I will be hung up on. That usually happens, when I complain to the rep that they are taking too much time, or they dont understand the issue, they wait a few seconds and hang up on me. However, after outsourcing it to asia, it has been better. Yet, the problem still continues. I only sell sprint to customers who ask for sprint, otherwise I offer T-Mobile ( EXCELLENT customer service, correct bill each month, better service than sprint in my mind).

If you live in California, make a complaint to the PUC (Public Utilities Commission)
They will get you off Sprint and any charges (bad service or whatever) in a heartbeat!!

I am a Sprint customer from last 6 years but SPRINT do not have value for old customers. The customer service is very very bad. Some jokers are there yelling at me when I called customer service for the problem I had with account. I had told sprint customer service 2 months ago that you guys will go down soon if you act like this and SEE now what happened? They lost 635,000 customers is last quarter …..great they will loose more and more….if the customer service won’t improve. Plus their phones are out dated….there is no way they meet other companies in near future. Let them pay for how they treated to their valued customers.

I live less than 2 miles from the financial HQ in Northern VA. I can only get service inside the house near the windows. I have thought about switching to Verizon for the Voyger but the plans are so expensive. I pay less than 40 a month and never go over and have unlimited Sprint - Sprint. With all my friends and family on Sprint the prices are whats good. I have called customer service and all my issues were fixed by the next bill. In fact I get calls from Sprint asking me to trial new services.

Have you guys read ‘consumer report January 2008′? They have in depth coverage of cell phone service quality.
Sprint cell phone service is the WORST in all cities nationwide according to consumer’s report. I am in search of cell phone service company so I am sure I will not touching Sprint.

I bought the stock at a much higher price. Boy, am I sorry, way sorry. It was my hope that Wimax would run wild to be a huge success. Boy was I wrong.

When I can get out without a loss I am history too.

Another example of business suicide.

Customer service (if that’s what you want to call it) was so bad, I just stopped calling them. All you get is an 800# to another country, where no one can help you. They might as well have a recorded message that says, “sorry for the bad service, we CAN’T help you, goodbye”. That’s exactly what a customer service rep told me…”I CAN’T HELP YOU”. I suffered with Sprint until my contract was up, then switched carriers in a FLASH!!! When you see advertisements that say “Sprint Ahead”, just Sprint-AWAY!! FAR AWAY!! And don’t look back!

I wish sprint would go ahead and fold so I could avoid the $200 per line disconnect fee which many carriers have already done.

Mr. Hesse,
My experience with Sprint has gone downhill the last few years - from bad to worse. I should have switched long ago. I have been with Sprint for over 10 years. Shame on me for waiting this long to switch. The store reps are very arrogant and not helpful at all. It only gets worse on the phone and online. It took over 6 months to get the bill correct and then only another month for it to be wrong again(always higher than it should be)! Also, as simple as removing one of my phones from my account has been a nightmare and still not done as one department transfers me to another and so on. I am still being charged the $10/month for a phone I have not used once during the last 2 years! My solution? I’m taking both my business and personal accounts elsewhere as soon as I can. If you were me, I think you would do the same, only sooner.

I wish sprint would fold so I could avoid the the $200 per line disconnect fee so I could find a better service provider .

I have been a customer of Sprints for over six years. The past year of my two year contract has been an absolute nightmare. I have been over charged I agree never having an accurate bill and when you call to question it you are told we will fix it, it’s never done. Customer Service is the most horrible service I’ve very had in the years that I’ve been with the company. When my contract is up 2/09 I’m looking for a new provider I’m done with Sprint it’s the WORST Customer Service company out there today. People need to think twice about any kind of dealings with them. There wed page has been down where you can’t pay online. I called the company to make a payment and was told I will be charged a $5.00 processing fee. I said “No I’m not” it’s not my fault they can’t get there act together. Needless to say I did not pay that fee. I was over charged for months when I called I was told it was taken care of and when I went to pay it no it wasn’t. I finally got action when I sent my contract to 4 different email addresses. I called and they credited me over $50.00 for months of over charging me. My next bill was a different amount and every month there after is a different amount… I’ve given up and can’t wait for my contract to expire!!

I changed to Sprint last August and it’s been nothing but headaches. Dropped Calls and problems in changing some services really made my welcome to Sprint an event. I’ll be leaving in August.

It never fails.
You visit a retail center to buy a new phone and the agent assures you that you will walk out with the exact same “package” that you had before.

Next month, you’re charged for text messages, internet access, email and other services that were included in your package, prior to buying the new phone.

I have 6 phones with Sprint and have averaged 2 hours per month the last three months dealing with billing errors and conflicting stories between their retail centers and their “help” line.

As soon as I can get out from under the contract…I’m history.

As a Nextel Corporate client if I didn’t have a representative working directly on our behalf, I would have dumped Nextel along time ago.

I carry a Blackberry with direct connect, which now Nextel no longer supports with Nextel. So much for keeping up with technology.

Why did you pay mega-bucks to title sponsor NASCAR?
That money could have gone to # 1, establishing customer service call centers in the United States, instead of farming it out overseas and # 2, better technology…

Love Nextel - Service and Support
Hate Sprint - Service and Support

I am delighted. This is the worst customer service company I have ever encountered, from the top, Mr. Forsee and Mr. Kelly. I Fed Ex’d both of them letters and copies of cancelled checks which Sprint personnel refused to acknowledge that I had made every payment………..on an account I have been waiting to cancel without penalty in March, 2008. I could not use the phone in my area, which they refused to believe AND they were close to ruining my credit for non-payment, which I paid. I am tempted to purchase shares so I can attend a shareholders meeting to express my fury. What a shame for the good employees and stock holders. They are so cavalier. Hopefully, they will continue their demise.

As a current Sprint (former Nextel) employee, I just want everyone to know that there are those of us that DO care about each and every customer that calls, and do our best to get everything taken care of in a timely manner. One of the problems we see from the inside is that with the merger, we’ve grown too big, too fast. Hopefully, Hesse will point us in the right direction. But please know, that not everyone is as incompetent as many of these messages make us sound.

I also had Sprint, never once had an accurate bill, and to get it fix, it was time consuming, I finally gave up, give them $250.00 for the contract cancellation and never had to deal with that same ordeal ever again.

I like Sprint because of their variety of phones, but their customer service and billing process leaves a lot to be desire.

Rule # 1 - Do what you’ve done in the past that kept your customers happy.

Rule # 2 - Unless you can, have the money to, and strive for competition with verizon, cingular, etc…..Don’t even try it.

Rule # 3 - Don’t merge when you are going downhill b/c you will continue going downhill.

My Thoughts!

# 1 - Undo the merger with Nextel
# 2 - Have no Service Contracts
# 3 - Better customer service
# 4 - Better rates
# 5 - Establish better coverage areas so I can get service.

I have had sprint since College (over 10 years) and I had to drop them for Verizon b/c Verizon sold me with customer service, better customer reps (heck they even give me $20 credit if I’m not happy with my bill and want to leave them) and have better coverages.

Sorry Sprint…but your days of being at the Top are no more. I doubt it seriously it will work out with these new Chiefs unless you slash prices, up the customer service, have better coverages….and I would even go further by saying to give customers $100 cash for signing up with Sprint. As long as they don’t drop out of the coverage within the 1st year, they won’t have to pay it back. And then, for re-sign, you give them $50 more to keep them for another year. Trust me, you’ll get that money back with as many phone calls they’ll make. Let me know if you want me to work for you I can be of assistance. WANT2WORKFORSPRINT@GMAIL.COM

I am a former employee and looking at the 4th quarter results from Sprint it is obvious what is going on. The company can’t take care of the customers it has because of all the rules that are placed on employees at the Corp. stores. Not to mention all the 3rd party dealers who have no idea how to sell the products correctly, not to mention can’t help a customer if they have a problem with said phone. Then we have lovely telesales, if you buy a product there you can’t return it to the store, which means you will be without a phone for about a week when you send it back (if you are lucky and they didn’t send it to the wrong address, at which point it will be about 2 to 3 weeks) before you get the one you want. Is this any way to treat your customers? My suggestion, if you want it, is to have ONLY 1 channel to help all your customers with, get rid of all the 3rd party vendors (lower your own competition) and allow phones to be returned to corp stores when purchased through telesales. Relax the rules in the corporate stores to better help your customers and for god sakes get rid of wimax and spend that money on your voice network. Better voice network gets more customers, more customers equals more revenue. More revenue will allow you to go out and expand your data network, which is actually pretty decent.

The worst customer service ever. Over charged and then could not even get the name of anyone to help me. I called 7 times and sent an email over 2 months, and still nothing was fixed.
I did not even call back to tell them I was switching, I just wrote them a letter and mailed it.

The Nextel “merger” has been a disaster, but not because of the Nextel side of the house. Sprint executives have forced Nextel engineers to move to Kansas City, where legacy Sprint employees treat the Nextel folks like trash; rightfully so, the Nextel folks are jumping ship. Sprint also “encourages” its salespeople to get customers to move from the Nextel network to the Sprint network and punishes the Nextel family for high churn.
Sprint doesn’t allow the engineering folks, the ones who actually touch the equipment, to fix anything; instead, they have to go through remote departments in other states to get anything fixed, so of course it takes much longer than it should. It seems like Sprint is trying to make the legacy Nextel employees so miserable that they all quit; after all, Sprint won’t have to pay severance if they leave voluntarily.
Please just let the Nextel folks get back to doing what they did so well before Sprint took over.

As a former Contractor to Sprint, I can say the INTERNAL customer support is abysmal. Spending unnecessary man hours to get a simple task complete is ridiculous.. I can just imagine what the PAYING customer horror stories to be.

It is probably too late to fix this mess, but getting new blood at the top is a real good start.

At this moment, two tin cans and string work better than Sprint.

Irony of Irony’s: I moved from North Florida to Kansas City and Sprint coverage is WORSE here. If you can’t provide solid coverage in your own hometown, you’ve got some of your priorities messed up!

Sprint is by the worst wireless company ever. I plan on leaving the service next month

i’m a current sprint customer, from 1999. my biggest complaint is i only get a signal in my bedroom and even that drops at times and is not the strongest signal. would be nice in this day and age if my phone could work in every room. i live in highly populated area (bay area), so it’s not like i’m in some rural sparsely populated area.

i will not change providers (yet), but if the iphone ever gets more storage space and 3g - sorry sprint, but i’m gone!!

3 down, 3997 more to go

Sprint in my opinion is very good at customer service by telephone. They were crazy to buy Nextel, Nextel always was terrible and still is now.

Dear Mr Hesse,
I have recommended sprint for years
but in the last yr I have had nothing but problems. Not one of our bills has been correct with outrageous costs and no explaination for the increase. Every time I think the problem is fixed the bill the next month is higher than the month before. I nolonger recommend you to anyone and suggest they don’t touch your company with a 10 ft. pole. I am a small business and I have left your service and I suggest everyone else does as well.

Kim-sm.owner

Sprint service stinks. Can not imagine what it will be like with a 7% reduction of its workforce.

This is just what is needed for this company. The service is one of the best in Michigan and the internet service is by far the best thing next to cable here. The plans are better than any other carrier. If customer service (meaning over the phone) could just reconnect you to someone in the states nothing could stop sprint. I can’t wait till they have some good commericals instead of the weird ones they have now. SPRINT RULES!!!

Dear Mr. Hesse,
Between never having a bill be accurate
and not being able to get anyone to fix it, I tried to get them to work with me on the outrageous bill. Didn’t happen so I left Sprint and I will not only not be back but I am a business and have been recommending Sprint for years now I tell people not to touch your company with a 10 ft. pole.

Kim-Everything except the dress

I experienced the worst customer service ever with Sprint. After 2 hour holds and rude representatives, I will never use one of their plans and phones again. They are dead to me.

I would love to work for Sprint again and bring about the necessary changes. Its got good people just loss of vision in the recent years. Sprint HR if you’re interested, I’m interested. I’m an excellent Finance Manager.

Sprint is the only wireless provider that can not provide service to it’s customers when they drive by their headquarters.

Sprint’s customer service is horrid as well as their services. I am changing my phone service over to Charter effective January 28th because I will be getting more for my money. The whole problem is the big guys that make “all the money” and they don’t give a flip about us little guys and gals.

LMAO. It’s Karma for the most arrogant customer “non-service” company in the world.
Never learned the first rule of business: “Take care of your current customers before begging for new ones.”

I was a former sprint customer, I would have to say that customer service apart from the lack of technological advances was what made me change providers.

Why not revert to Best Practices.

Invest in the Customer Experience.

Dear Mr. Hesse,

As a consumer, here is my wish list:

1. Fair price plan.
2. Excellent customer service.
3. Better network coverage.

If you can cover those three items you will have a happy customer.

As a consumer I am not concerned about the million dollar salary guys at the top and all of the stock options.

Make my phone work, make it affordable and DO NOT put me on hold for two hours with someone out of country to fix a problem with YOUR PHONE.

Thank you,
Mike

Sprint is a horrible company. I have yet to speak with anyone who enjoys being with this outfit. It is my opinion that they should just fold the company and get out. No one would miss them.

Its about time changes are made. My friends and family at least 20 or more have sprint and we get a very loud static every third call or so. They have tried to tell us it is our phones. Thats bs as any thinking person would conclude particularly it happened to all of us on the same day. Hopefully somebody will wake up before we are forced switch.Keith Sondgeroth Bullhead City az

There is no leadership at Sprint. It seems like they are simply rearranging the deck chairs on the Titanic. There is a culture of indifference that permeates this institution from top to bottom. For these guys it’s all about greed and nothing else matters.