Comments on: Sprint’s best customers are hanging up

By: T.J. Manila Philippines

T.J. Manila Philippines — Tue, 12 Aug 2008 03:35:40 +0000

i’ve been working for Sprint-Telesales for almost 2 years now. and i admit i’m not an american like most of our customers are. sometimes we get nice customers, sometimes when they hear that we don’t have the same accecnt they refuse to listen to us.and i know that some of our customers may sometimes burn lines to get things done, we are experiencing the same feeling when we are helping our customers to check their rebates or if they request for a warm transfer and we have high call volume. but Sprint is encouraging us to extend this effort for our customers, i’m personally aware that we need to improve on our customer satisfaction experience. they are now more strict on call monitoring and there are also tape pulls if customer calls in to file a complaint about a certain rep. and they were provided w/ proper disciplinary action and if its really grave offense it comes to termination from the company. i understand what a customer may feel if thay have had a bad service, poor reception,unresolved concern, and inconvenieces but here on our end we are trying to resolve them one by one. we are also learning your accent so that you can understand us better, though we are asians. and i know it’s not racial issues for some but sometimes when they hear rep w/ thick accents they don’t want to cooperate anymore, that’s also difficult on our end here. but we are working on it. we may not change over night, i personally hope and looking forward for Sprint to soar up high with all our efforts… as for me in every call… be the change we want to see.^_^

By: Paul,Springfield, Ohio

Paul,Springfield, Ohio — Fri, 30 May 2008 23:00:03 +0000

if you actually think only Sprint uses overseas calling centers you shouldnt be aloud to reproduce. I called Xm radio and had to call 3 times to cancel just so i could get a less thick accent. I had verizon and the same thing…..complaing gets you no where. Come into my store and ill show you good customer care. the people complaing are the ones who have had every provider at least once, and you’ll probably jump ship again because thats what you like to do. Complain and moan and go somewhere else. Repeat repeat repeat. AWESOME

By: J Sternlight Los Angeles, CA

J Sternlight Los Angeles, CA — Thu, 22 May 2008 16:29:44 +0000

As a customer of all of the big 3 phone companies, I was thinking of switching my pathetic AT&T cell service to Sprint. Can you make quality phone calls without losing the line? That should be the most important criteria–not customer service. Chances are you are not dealing with the company directly, but with a reseller. If you hate dealing with people, use the internet at a library to contact them. You have a written record of the interaction and can file a formal complaint with an agency like the FCC if you receive no satisfaction.

By: FJ Springfield, MA

FJ Springfield, MA — Thu, 22 May 2008 03:36:31 +0000

I have worked with many wireless carriers (with the exception of T-Mobile….thank God)and to say 1 company is truly this bad looks like people have an axe to grind, a lot of times people bring their own issues upon themselves. For example people do not pay attention to their warranties, the plans they signed up for and do not listen to the sales associates when they explain the plans, sure there are some associates that slam people (all carriers have that) but there are good and bad experiences with ALL carriers and services work differently everywhere, that being said all of the wireless carriers are decent companies and you being the consumer need to do research and see what works best for you and if you do not thats on you!!!

By: B, San Jose, CA

B, San Jose, CA — Wed, 21 May 2008 17:05:05 +0000

I’ve been with Sprint for 8 years, I’ve had two bad customer service experiences with them but I didn’t find it out of the norm.

I had worse experiences with AT&T/Cingular when I was with them.

My phone plan at Sprint can’t be beat so I won’t move to another company any time soon.

By: Terry, Austin TX

Terry, Austin TX — Mon, 19 May 2008 19:12:33 +0000

I’ve been a Sprint customer for about 10 years, and have great experiences almost 100% of the tims. I’m a satisfied customer.

By: Allen, Statesboro, Georgia

Allen, Statesboro, Georgia — Mon, 19 May 2008 00:49:28 +0000

Sprint overcharged our small company over $50,000.00. We caught them and asked for the over-payments to be refunded. they have refused. Read the full story on http://www.sprint-really-sucks.com

By: Gerard M. Highland, CA.

Gerard M. Highland, CA. — Sat, 17 May 2008 00:06:19 +0000

I signed on with Sprint in January 2008.
And this company uses bait and switch tactics just like it is the normal thing to do to lure in their customers.
I was promised a particular plan for 2 years. This is now my 5th month with Sprint.
I have never received a monthly statement that was accurate to this date either.
What is going on within this company.
A company cannot survive if they do not stop making up the rules as they go along from one call to the next call.
Nobody appears to care anymore about customer relations.
With there being so many bad problems that far outway any good that comes from this company as a whole should be a perfect example of why Sprint should not continue to outsource their jobs.
Get someone to run this company the right way, or this Company will too be forced to close it’s doors too.

By: B.B., San Bernardino, CA.

B.B., San Bernardino, CA. — Fri, 16 May 2008 23:48:23 +0000

we have been customers of sprint since Jan 1,2008 and ever since the 31st day after signing that contract they gave us more than we asked for headaches,stress,lies,and bad customer service first from the person that picks up the phone then from the managers, then from personnel in the Dan Hesse office, now i’m waiting to speak with the CEO Mr.Dan Hesse him self.If i broke my contract i’d have to pay over $200 so the same should apply to the company. I want what i was promised, and i want this company to stop making changes to my plan without my knowledg and consent,or they can give me back all the money i’v paid out to the sprint company for the phone,the accessories,and the bills so i can go back home to Verizon

By: Selaris, Ft Hood, Texas

Selaris, Ft Hood, Texas — Fri, 16 May 2008 17:47:36 +0000

Sprint is a living nightmare. When I moved up here, I went in to talk to them about getting a phone and was informed that I would be charged extra every time my husband called from Iraq. And the rep couldnt even tell me why, just that she was told to inform all military of the fact. When I spoke to a manager about it, he said it “had something to do with towers, he didn’t entirely know.” I walked out and across the street to Cricket. No contract, 75 bucks a month for everything you can think of, and Ive never had an issue with customer service.

By: michael, st. louis, missouri

michael, st. louis, missouri — Thu, 15 May 2008 16:52:35 +0000

The Good and Bad. Fortunately, I am a long time Sprint customer, I have an account through our company and corporate accounts access a different customer service line (U.S. Based) I have had great luck but the few times I contacted regular CS. It was horrible. outsourced to India. poorly trained and only concerned with you paying your account, between he language barrier, hard to understand accents ( on both ends) I can see that a customer service call can end up in frustration, ALOT of time, unresolved issues and a change in carriers.

By: Eugene, Bowie, AZ

Eugene, Bowie, AZ — Thu, 15 May 2008 12:44:16 +0000

It is hard to imagine a more poorly run company than Sprint. My neighbor signed up for Sprint wireless last October and has yet to receive a bill from them. They cut off his service for not paying a bill that he did not receive. I got him started again by copying his bills off the internet, he does not have a computer. He has called and written Sprint’s customer service department many times to no avail. Sprint’s customer service consists of Indians, who are poor in English but rich in arrogance.

By: Ron, Honolulu, Hawaii

Ron, Honolulu, Hawaii — Thu, 15 May 2008 08:37:10 +0000

I bought a quarter-million dollar apartment on a signature loan and I’m ahead of the payments by 3 years, Sprint put a $100 limit on my account and refused to remove it. My phone was cut off every month for almost a year when I reached my limit and Sprint demanded I pay more with my credit card. I’m an AT&T customer now with an iPhone and my bill has never been over $100. I’ll never be a Sprint customer again!

By: Anonymous

Anonymous — Thu, 15 May 2008 04:47:21 +0000

All you people are ranting about nothing. Customer service went overseas with the rest of the jobs here in America. After all Sprint still has the cheapest rate plans along w/ unlimited data w/ powervision. My monthly bill is $55 could’nt be happier. Any other company is like filling up your gas tanks, only going to cost more and more.

By: Anthony - Arlington, VA

Anthony - Arlington, VA — Thu, 15 May 2008 02:03:36 +0000

I really have to agree that customer service was Sprints Achilles heal. I have sprint and I realized that they really don’t have things together. I recently received a notice and bill from them that they were going to turn off our phones because we owed them $15,000. I was shocked that they would be so disorganized to not catch something like that. There is a big difference between $15,000 and $67. Needless to say when our contracts are up my family will be moving to at&t.

By: Joe, Raymore, MO

Joe, Raymore, MO — Wed, 14 May 2008 21:02:37 +0000

I left Verizon for all of the same reasons most put here concerning Sprint. My son left them, went to T-Mobile, and is leaving them.
My Sprint phone works where no one else’s does, period. All vendors we use are on the same page.
Word of mouth is a great tool to destroy a person, company, any entity you have an ax to grind with.
To say or think that Sprint is the only company with those issues is ludicrous. Customer service at all companies are like this. Remember, press 1 for English is where it started. My preference, ban the damn things and the world will be a better place.

By: Stacy, Washington, DC

Stacy, Washington, DC — Wed, 14 May 2008 03:37:11 +0000

Sprint can look at its poor customer service for reasons why some of us have never tried them in the first place. I’ve known two people who, upon terminating accounts at the end of their contracts, had collection agencies after them for balances of either 4 cents or 13 cents. I am quite certain that neither person deliberately withheld pennies upon paying their final balances and the idea that Sprint is willing to risk their reputations by torturing former customers and their credit ratings is appalling. Oh, and upon paying those pennies to stop the problem? More late fees in subsequent collections for another small number of pennies.

Forget that Sprint seems to be the last company to offer anything I’d want (first it was the Razor, then it was a Blackberry when it seemed that every other carrier had them, etc.)

By: John Quest, Atlanta, GA

John Quest, Atlanta, GA — Wed, 14 May 2008 00:13:58 +0000

After 9 years of faithfully paying my 3 Sprint bills automatically (one for my business, a personal and one for my mom). I requested that they close my mom’s phone due to her not using it. They wanted to charge me 250 dollars to close an account with two months left on the contract. I reminded them that I’ve been a loyal customer for all this time and i’m still keeping 2 lines. Bottom line: They lost all 3 of my accounts at the end. Churn this! I’m really happy with T-Mobile now.

By: Doug Liser, San Francisco, CA

Doug Liser, San Francisco, CA — Tue, 13 May 2008 22:40:22 +0000

I’ve had Sprint for 12 years and on a family plan with 6 phones. I signed up for one of their no-overage plans a fews years ago that includes all additional minutes for as little as 1.7 cents and a maxiumum of 5 cents. We use thousands of minutes and between the generous 7pm nites and free roaming (on Verizon in the Bay Area) the bill comes to less than $160 with taxes! I added the GPS location service for $10/month for all 6 phones.

I’ve had all kinds of problems with customer service over the years but they always manage to fix it in a way that ends up over-crediting my account.

Hey, people are complaining about all the cell phone companies. I at least know I’m saving plenty using sprint.

The network works very well (maybe because I’m the only subscriber left:)

By: Nathan, Kingman, Arizona

Nathan, Kingman, Arizona — Tue, 13 May 2008 22:22:17 +0000

My wife and I had a sprint contract for three years. I got so tired of having to call customer service to fix my bill. Almost every month I was calling to fix the same problems over and over again. The day that ended it for me was when I called and got a lady that I could not understand her because her accent was so bad (Indian I believe). So I asked to speak to a manager. The guy was a complete prick to me, telling me that I dont have to be rude to his people on the phone. I was not rude at all, just asked to speak to a manager, that was it. So to make a long story short, I told him to stick it. Cancel our plans. I was actually going to upgrade our phones which would have extended our contract another 2 years. So glad I didnt. I have been with AT&T for the past 2 years now and could not be happier. No problems what so ever.