Sprint tries to clean up customer service mess

I just went through a nightmare with SPRINT just trying to order a new 2 year agreement as an existing customer. Their reps will lie to make you agree to an agreement for renewed service. I’ve spent 5 hours on the phone with SPRINT to renew service and they can’t even get the order correct. It’s not worth their pathetic customer service and excessive wait times. The plan sounds good, but their service is worse than bad… it is intentionally deceptive.

Bob, I’m sure someone in your office monitors threads such as these. So, when you see my letter on your desk after Christmas break, please open it. If you’re ever going to make a dent in the mess there, you gotta start with reading the letters & making us believe you feel our pain.

I’m not convinced you do right now. And, I grow more and more upset for every minute erroneous charges sit on my credit card accruing interest & I have to do things like crawl the web looking for your name & mailing address!!!!

I’ve been with Sprint since 1998. Feels like our love fest is growing to a hasty close!!!!!

Let’s see, Bob…..

Guess I’ll join the chorus; without a doubt Sprint is THE WORST customer service company I have ever seen. My story is earily similar to these….with billing problems, completely hideous communication, and false promises. I am now in consultation with the MA state attorney general and am seeking a lawyer. The idiots must be held accountable.

Sprint deserves to lose ALL of their customers.

I could write a book on my nightmare customer service experience with Sprint.

I’ll give you the short version:

1) I made the mistake of buying a Blackberry from a Sprint
telemarketer. I travel extensively, and was in need of a new phone so I was actually glad the guy called. He told me that Sprint was offering a special price with rebates galore. Hey, Sign me up! I purchased the phone using a Visa card. The phone I ordered was the wrong one so I went to the Sprint store to exchange it for an upgraded Blackberry World Phone. The store didn’t have one in stock, however the clerk kindly handed me their phone to order it from another department. The clerk then did an exchange using my Visa at the cash register, and I my new phone arrived at my home two days later. Cool.

2) Since I’m not exactly a tech-savvy phone genius, I returned to the Sprint store to get some help setting up my new Blackberry. They were marginally helpful; however they got me fixed up nonetheless.

3) I chose the Blackberry World Phone because as I said, I travel extensively. I was leaving for China in a few days and just as I do every month, I dial *3 to pay my Sprint bill. I was a bit shocked when the lovely robo-woman told me that my new balance was $1100.00! As I said, I purchased one phone, exchanged it for another, all on my Visa card. My normal phone bill is around 100.00 per month, and now I’m looking at an $1100.00 phone bill. I called “customer service” immediately to get to the bottom of it.

Oh my God! I spent two days, and a total of 9 hours on the phone dealing with one idiot after another. In two days, I spoke with 29 different people. I was hung up on, mysteriously disconnected with, put on perma-hold, and treated like dirt by these evil mutants employed by Sprint. I was yelled at, threatened, called a liar, insulted in a half a dozen other ways, and still nobody could figure out why my phone bill was $1100.00.

I had only two days to go until I’m on a plane for China, and I’m going through a living hell with Sprint! I was only in the US for a total of four days in between trips abroad. Time that I could have spent with family or friends was consumed by having to deal with Sprint “customer service”.

On the third day, I return to the Sprint store to try to resolve the issue. The manager of the store dialed some kind of secret magical number and handed me their phone to speak with some big chief, or the “King of Sprint”, or whatever. The guy was very pleasant, and tried to help me unravel the whole mess. Turns out, I was charged for three phones. They charged my Visa bill, and there were overlapping charges on my Sprint bill. He credited me for part of the damage; however I was told that the credit for $700.00 on my Sprint bill wouldn’t show up until my next monthly statement.

At this point, I was just happy to know that I had a working telephone to take to China, and I was glad to know that the issue was more or less resolved. Had I not been on such a hectic travel schedule, I would have dropped Sprint immediately.

4) One month later: I return from China, dial *3 to pay my Sprint bill, only to hear robo-woman’s voice telling me that I’m past due for the amount of $700.00. Now, I’ve never been late with paying my Sprint bill. In fact, I usually pay early. I’ve been a loyal Sprint customer for eight years. I didn’t use my phone in China, except to answer annoying messages from Sprint which I was receiving daily (Apparently, when you have an open dispute with them, they try to annoy you into submission by hounding you to death across the globe. You can run, but you can’t hide!)

So once again, rather than go through another two days of degradation trying to resolve anything on the phone with “customer service”, I drive to the Sprint store. During my jet-lagged attempt to get some answers from the guy in the store, I was told that this was somehow my fault because “we told you it would take a month for the credit to show up on your statement”. He also suggested that I pay the bill, even though I don’t owe them money, and wait until yet another month goes by for the billing department to straighten it out. This guy was literally yelling at me, telling me that it’s my fault that I was charged for three phones when I only ordered one. Rather than get violent with the guy, I marched out of there and promptly called “customer service” again to see if I could find some answers.

Finally, I get someone who isn’t on drugs to speak with. The “supervisor” more or less got it straightened out. It’s been almost three months, and I’m still waiting for that rebate. Never did get that “special offer”. After the mental anguish Sprint put me through, they should give me free phones and free service for life. I would drop Sprint, however I’m in China again this month, and I’m heading to Italy after Christmas. As grueling as my travel schedule is, I don’t have time to change service right now. Whenever I can take a break, dropping Sprint is high on my to-do list!

Funny side note:
While I was in China last month, I realized that I forgot to call Hertz before I left to reserve car to upon my return to the States. Since I really didn’t know how to dial US directory assistance from China to get the number for Hertz Rent-A-Car, I called Sprint to ask “customer service” for help. I explained to the woman that I was in China trying to reach directory assistance in the US so I could make a rental car reservation. The woman at Sprint “customer service” responded by yelling “Sir, we are not a travel agent”, and then hung up on me.

… At least they’re consistent.

We have been Sprint Customers since 2006, we have been happy with our rates and service. However, we recently upgraded our plan to fit the Instinct, had no problem in the Best Buy Store, the associates were wonderful and they offer lower prices due to upfront rebates, two of our phones were ineligible for only 30 days so we called the customer service to work out a waiver to obtain the phones early and renew the two year contract. The customer service representative annotated our account to receive the full $150 credit per phone, when we inquired about Best Buy’s center, we were told that we could only obtain the phones at a Sprint Store. We walked into the Sprint Store #253 in Las Vegas, Nevada and received a comment that the Customer Service Representatives have no authority to annotate a customers account and that they have their own policies! I am very disappointed in the way that the Sprint Stores have no care for customer service! How can the excuse of different channnels of ordering be an issue if the store has the phones in stock and refuse to honor the offer that is annotated on the account, these are not two different companies in competition, it is ONE company and should have the same communication lines with the stores and phone line customer service representatives. Both customer service reps. stated that they annotated our account and we could walk into the sprint store and obtain our phones. They did nothing to resolve our situation and refuse to make customers happy on the store end..
The store should NOT have their own policies, the corporation should make sure that one set of policies obtain to all markets of their services.
The store Manager #253, has no insight on customer service, refused to attempt to assist us! She is running a Monkey-Business…
We were offered to have the phones sent via mail by the cust. phone service reps. and will see our phones in 3-5 days which will suffice. We really hope that they will fix this problem of miscommunication, this is just showing truth to everything many people feel towards them, poor customer service. We feel that we have been lied to and turned away to being honored on what was agreed upon and annotated on our account.

Yes, the overall Sprint customer service experience truly defines worst in class. I can not imagine worse customer service. It is a shame because most of the care employees I speak with seem to mean well and have a positive demeanor. I worked for Nextel then Sprint for several years in engineering. Their processes do not appear to be set up to enable their care employees to succeed. Every care experience for me has been terrible, both as an employee and since. The employees struggle to know where to route you, then the next employee has a different level of knowledge, call transfers get dropped, and you start all over. I suspect part of the issue is they may be deliberately trying to make life difficult for the old iDEN phone holders, by trying to make them move over to PCS. Several of the teams can not handle working with both technologies. Price still seems to be the lowest. But the customer care experience really can not be any worse. It is a poster child for all the ‘before’ cases for any process improvement or business case study.

I AM VERY UNHAPPY WITH SPRINT
Hello” My name is Walter Smith; I wish this e-mail would get to the new CEO of sprint because I am one unhappy long time customer.. I feel that sprint has the worst customer service that I have ever dealt with in my entire life… I have been lied to and hung up on also spent many hours of my time on the phone dealing with unnecessary problems..
I can not wait to see the day I can get rid of sprint, Just to let you know when I do I will make sure I let everyone I come in contact with NOT TO USE SPRINT

I can’t even tell you how long I have been with Sprint – it is the only cell phone I have ever owned – I talked my entire family into using Sprint so we could talk to each other for free (there was a total of 23 phones in our family)- sometime after 2005 or so, the Sprint service went South – our calls were dropped, the service would cut in and out – our voicemails were dropped before we could hear them – friends would leave voicemails that would get lost – we had to check our bills constantly for false added charges – we would get charged late charges, and our bills were paid on time – Calling Sprint was a joke – it would take forever – I would get passed from one department to another – no one had the ability to or was given the tools to problem solve – Eventually, my entire family paid to leave Sprint – I personally cannot afford that, so I am biding my time until September of ‘09 so I can go with AT&T or T-Mobile – I’m not sure what happened to Sprint – and I do not see the evidence that they are trying to improve on Customer Service – Shame on you Sprint -

Sprint Service is awful, especially, in the Virgin Islands. The time spent waiting in line is unbelievable. In addition, there is no place to sit. I am on my fifth phone in the space of one year and this one does not work either. I just went into the store and waited in line for a while. I decided to ask about service from a technician and I was told they would not be on duty until 1200. There was no notice on the door or anywhere else to indicate that info. It is really a frustrating experience going into the sprint store in the VI. I am paying for service that is not dependable.

Charles From TX I have no complaint about using sprint no matter where I travelI seemed to always. When setting up paperless billing it took three attempts I think it is fixed. With my aircard this will be my third attempt. It counts the initial setup online where I logged in. We have never been able to keep text msg from being received it works for awhile then I start receiving them again. Customer Service has tried to fix it

Brandy from WA,

I suggest you just leave Sprint. Because it is people like you who give customers the “bad name.” No one in their right mind would want to deal with you as the customer! I bet you are so great at your job, huh? Yeah right!! Now I feel alittle better venting! Isn’t it all about treat people as you want to be treated?

SPRINT IS NOT VERY GOOD AT ALL I’VE BEEN WITH THEM FOR SEVERAL YEARS AND NOW I HAVE A 2ND LINE AND HAVE HAD IT FOR ABOUT 3YRS.AND NOW THAT I NEED A NEW PHONE THEY TELLN ME THAT I DONT HAVE THE INSURANCE TO COVER IT BUT MY OTHER LINE DO THEY ARE FULL OF SHIT AND I CANT WAIT TILL IM FINISH WITH THEM AND THEY REP.SUCK WITH CUSTOMER SERVICE SKILLS WITH THEY ATTITUDES BUT I ALSO HEARD THAT ALTEL IS GOOD SO THAT WHO I MIGHT GO WITH

Sprints customer service has gotten worse. I have been with them for 6 years. I switche dto them because I was having trouble with the previous company. I have had so many problems with them. One beong they changed my billing cycle without telling me..then i got charged for OVs.
Now they have gotten sneaky! They changed their automatede system when you call to get your minuites. If you have multiple phones you need to be careful! They uses to tell you the mins of your plan, now they just tell you the mins of the phone you are calling from…you have to listen more and push 1 to get your plans mins. I dscover it this month. After 2 months of going over my mins, i was frazzled. I tookk very careful to call and make sure i hadnt gone over my mins! THOUGHT I have 21 mins to spare! I was wrong! That was just on my phone, when I got the bill. Now the forign customer service agents are giving me the run around. Someone will call you in 24hrs. No one called. I call. I get the run around. Someone will call you in 3-5 business days! I am so done with them when my contract is up!

BRANDY!!!

Do NOT just think “someone at Sprint thinks I want nights and weekends starting at 6!!!”

Today, (after I was literally yelling into the phone, talking to CSR, walking into a Sprint store so I have their own witnesses as well as other customers that heard the whole thing), I discovered that someone put international calling, on July 28th on all three of my phones. I never ordered it, never even asked about it.

This is FRAUD. They’re sneaking things by hoping you’ll not notice. Now, whether this is “wink wink” forbidden by management or it’s unethical employees is irrelevant. SPRINT is responsible. I’m contacting the Texas Attorney General and will be making a formal complaint to the FCC. Fraud in telephony of any sort is a federal crime. I will become a thorn in someone’s…

Whatever efforts Sprint is making are still falling short. A friend of mine moved from Savannah, GA to Atlanta in June 2006. He kept getting billed for Chatham County (Savannah) service and 911 fees – so numerous times he calls over the past two years to get these charges reimburses and stopped and the CSR are completely ineffective and also do not write down notes regarding his calls – so yesterday when he was told there was no history of the absurd issue, he was pushed to the brink and cancelled – finding a $200.00 ransom to get away from Sprint less costly than the insane continued communication with this inept company. Seriously, what are customers supposed to do about this evil company?

I cannot even begin to explain the nightmare I went through recently with Sprint “Customer Care,” or as I prefer to call it, “Crappy Care.” Had it not been for the fact that the two people with whom I talk most via cell phone insisted that I change to Sprint, I would not have gone through my exasperating expereince with Sprint CC. I wasted 10+ hours on the phone, having to explain the same thing over and over to countless reps, most of whom I could barely communicate. I was repeatedly placed on Hold, while the reps attempted to find out the answers to simple questions. One would think that excahging a new phone for a different one would be fairly routine. This is not the case.
Finally, I went to a retail store. The guy at the store exchanged my phone for the one I wanted, transferred my old phone number to the new phone and put my address book on the new phone, as well as canceled out all the mess created by CC. When I hear the term “Sprint Customer Care,” sprint is exactly what I want to do. Yes, “Run, Forest Run.” Never deal with the nimrods on the CC line. Run to a retail store if you want to acheive something other than total frustration!!!

Do not sign up with Sprint. I have never been treated so poorly as a customer by any company. I was actually in tears after speaking with one of their “retention managers”. I would like nothing more than to cancel my acct and move on but apparently that would cost me 600.00. I have been a customer for over 3 years and according to them, there was an error, and my contract (which is not up until july of 2009) should have been even longer. I even got threatened by a manager that he should “just extend my contract even longer”. All I want is to cancel all 3 of my lines. I even tried to compromise and tell them that I would even keep one of lines.

I am not even in a contract because I got a new phone. They always say the contract is to help offset the discounts given on new phones. I have an extended contract for changing my rate plan and adding another line. I add more business and get punished by having to deal with a bunch of disgruntled customer service jerks.

I even have someone there at sprint that thinks that I would just love to have nights and weekends starting at 6:00pm they have taken the liberty of adding it to my account on 4 separate occasions. Of course when I call and cancel and explain that I never wanted it they sound surprised, as if they couldn’t look back in the notes (that I have had read back to me so I know they exist, because it always ends in if you continue with that rude language I am going to hang up on you) and see that I am very adamant about the fact that I don’t F*ing want any god damned nights starting at 6:00 PM.

They also don’t find it odd that I am being charged for data usage ($100.00 worth of data usage) and that I am also being charged the flat rate unlimited data usage. This is after I called and had them reverse the charges the month before because they never add the flat rate data usage until I called and yelled at them when I received a 300.00 cell phone use for what I thought I was paying 15.00 for so I could have unlimited web usage.

They hire the rudest, no common sense having, unfriendly, must have a stick up their *ss, no happy face having, wish they had a “REAL” job that didn’t make them feel like the Scum of the earth for being such bastards, what they actually think they can call customer service.

Whatever happened to the customer’s always right. I have spent so many hours on the phone with customer service being transferred back and forth trying to get issues fixed. If I just gave up and didn’t spend all the time on the phone with those bastards I would have paid about $2,000 in unnecessary fees and unordered services.

BEWARE. It is not worth it you can get better prices, friendlier service, and most important of all just some RESPECT, from another company. Don’t give them another dime they don’t know what the meaning of Customer service is they are only in it for all the money they can get their hands on. They are going to need it I’m sure if they keep treating customers in this manner.

People will eventually get tired of being treated like crap. Customers are what makes your business. No customers no business.

I will be one less Customer supporting rudeness as the new “in thing to do”.

I don’t know how some of those customer service reps actually sleep at night knowing that they work for they worst company in their line of business and that they helped SPRINT obtain that reputation. Congratulations. YOU SUCK!!!

And if any of you are wondering…

Yes I do feel much better. I just needed to rant, I actually do feel better.
No offense to the very few customer service people that have actually helped me and made every effort to let me know they appreciated my business and that my time actually was valuable.

Thanks for the space to vent.

Until a later date.

I have been a Sprint customer for 9-years, but now I am leaving them as soon as the noose around my neck, called the contract, runs out. They have no concept of customer service, no desire to retain loyal customers and willingness to solve a problem. I have been lied to, I have been made to upgrade my plan when I didn’t need to to add-on services and every person I spoke with gave me different answer to the same question. I was tranferred multiple times whether on the phone or in a chat session and every time at least once they disconnected on me. Enough is enough. I can’t wait for 11/17/08

I’ve been a Sprint customer since 2003 and haven’t had any issues, until recently. I tried to upgrade a couple phones and add a third line. The discussions I’ve had with customer service and the local Sprint store have left me wondering how this company survived this long. What I can honestly say is that Sprint is NOT a company that does what it says, and that three of the four employees with whom I spoke either have no clue or flat out lied to get my business. Simply disgraceful. Goodbye Sprint… and good riddance!

SPRINT IS THE WORST!!! I RETURNED MY SAMSUNG INSTINCT THAT WAS A PIECE OF JUNK ON JULY 3, 2008, WELL WITHIN THE 30 DAY RETURN POLICY. AS OF TODAY, THEY CLAIM THAT I NEVER CANCELLED MY SERVICE. WAIT A SECOND, DIDN’T RETURNING MY PHONE CONSTITUTE CANCELLING OF SERVICE??? NOT ACCORDING TO SPRINT. IT’S ALL BS!!! AND I AM STILL WAITING TO RESOLVE THIS. DO NOT SIGN UP WITH SPRINT. GO WITH ANOTHER CELL PHONE CARRIER.

I have been in the wireless industry for over 20 years and have spent the last 10 with nextel and the last four with sprint since the take over. I was fired last week for finding too many billing errors on my Business customers accounts! They said I was not a good fit for Sprint and would like me to leave. I found a $14,000 error on one account and brought it to their attention. After three months of being unsuccessful at getting the run around when I tried to get this credited back to my customer’s account, I told the customer and we began fighting together for that credit. During that time, I found billing errors on 66% of all the bills that were being sent over to me for auditing. We finally got the credit for the $14,000 on Canada Dry’s 500 phone account…..and the next day they asked me to leave. I have now started a new business called Wireless Resolutions Inc and welcome any business customer to call me if he wants an audit and credits back for the errors I am certain to find on the account. I was also scolded and threatened when I lowered the profits by doing what is called a cost analysis and lowering bills by an average of 40%! I was told to stop doing this as I was lowering the profits for my company. I was asked to stop doing billing audits and to let the customer find the errors and go to customer care for resolution. Need my help? Email me at ssprint21@yahoo.com.

It is now almost July 2008, and they haven’t corrected a billing error since March! They are still not addressing the problem! The new guy has been in charge since October???!!! The longer they take, the more they lose. Yes, it still takes 4-6 calls to “attempt” to get the problem resolved. My husband spent 3 hours of his weekend with Sprint customer service (and I use that term loosely). How would you like to waste your precious time trying to fix a problem that will NEVER get fixed? We have been more than patient. Sprint does not deserve your money! DON’T EVER SUBSCRIBE TO SPRINT!!! STAY AWAY! I hear nothing but good things about VERIZON. Hello Verizon, good riddance to Sprint!

I Have been with Sprint for about 2 years. I have never had a problem with their customer service. I only wish They had more cell towers in our area.

I left AT&T for Sprint due to poor customer service from AT&T. We had previously been with AT&T for a combined 10 years. Sprint has been much easier to deal with.

Since the merger, I’m pretty convinced that SprinTEL has been nickel and diming the crap out of me. My contract ends July 1. I’ll be switching over to AT&T.

I do, however, hope things turn around for the company and it’s loyals.

it’s hard to say weather or not sprint has my vote right now. i mean a couple of months ago i had a HUGE billing issue. and it wasn’e even with sprint directly. it was with the insurance company. ughhh what a nightmare. they were charging me a $200 fee for a STOLEN phone that i had reported. they never sent out a notification of disconnection at all. just one day i wake up and my service was off. not knowing why i called and after about a 2 hour wait time…the service rep got on the phone and said he wasn’t sure why my account was disconnected but to just cover up the problem he restored my service. i said fine. then about two hours later the service was off again. this went on for 2 weeks until they actually found out where the stupid charge was coming from. i then told them that the phone was stolen and they replied back that they still need their money for the phone and my service wasn’t going to be restored until they recieved it. not wanting to deal with the bull i just hung up and didn’t pay. the account went to collections for about 3 months. messing up my credit. i finally got tired of the harrasing and paid the damn thing. but to make up for the “inconvience” they offered me 35% off for the next two years if i stayed with them. so like the genuis i am i took it. they told me it was going to total 55% off due to my employer but NO!!!! it just bumped it off and now i am only getting the 25%. which i think is unfair. sprint has put me through a bunch of bull but for some reason i am not as upset with them as the rest of the country. they do tend to mess up on the billing a lot but when i call in now to get it fixed the customer reps are much nicer and can speak english. like i said i’m not to sure which side to choose right now because it was mostly the insurance company that i had the dispute with. i plan on staying with sprint for the remainder of my contract but who knows what i’ll do after it is up. i’m thinking verizon. :]

What a horrid company.

I am so tired of being put on hold. I recently paid my bill at a store and THEY applied the payment to the wrong account. When I received a call about my bill being delinquent I read them the receipt number. After everything was said and done I was told I still owed the money because they couldn’t take it out of the wrong account they paid with my money. I was actually told, “Well, you still owe us the money for your own account.”

I canceled my account and signed up with Verizon.

I also wish the obvious trolls who work for the company would stop posting their rose tinted glasses. Even IF Sprint was a good company they would make the occaional mistake, and those people make it sound like they’re perfect. They give themselves as company workers every time because they don’t even sound like real people.

We have been Sprint customers since 1999 and have experienced nothing but complete satisfaction when it comes to customer service and coverage. Sprint has kept our family a customer and is always offering better deals for us to be loyal customers. If you want to talk about a company with terrible customer service, talk about AT&T. I spent over 5 hours on the phone with them to resolve an issue that should have never been an issue. Let me just say our family is now AT&T free!!!

Dan has only been their CEO for a couple of months … Maybe if he was hired 20 years ago, then they can complain about him being 20 yrs late on this concept.

the sprint sucks website looks like a 3 year old wrote it…

go sprint!

i worked for a sprint call center for about a year and a half. customer satisfaction and first call resolution WAS suppose to be number one priority. but with sprint, things changed daily and the rules changed daily. then in the midst of the merger, sprint decided to change billing platforms. although it’s not an excuse for the poor customer service, it was very frustrating as an employee to handle calls, not knowing if what i needed to tell the customer was yesterdays rules. and as far as getting an incentive for first call resolution and call handle time, that is somewhat of a lie, because there were other metrics that had to be met before we would even see the pay out. sprint management is to blame over all for customer satisfaction. i really do hope that they fix the issue. i am no longer an employee but i do have sprint as a carrier. i have noticed somewhat of change in the customer service area but there still needs to be some work done

One Call Resolution… Welcome to the 90’s! Is their CEO seriously 20 years late on this concept?

Regarding customer service at Sprint in Greenville, SC:
Monday June 2, 2008,

To whom it may concern:

I am not sure to whom this letter needs to be addressed so I am sending it to anyone I feel will listen. I went into your Nextel/Sprint store at North Pleasantburg Dr, Greenville, SC next door to the Home Depot on Friday May 30, 2008 at approx 3:30-4:00 pm.
Before I even opened the door I could hear someone with their voice raised very loudly in anger, at that time I assumed a customer was upset and an employee was trying to calm them down. Was I ever wrong! I saw the most belligerent person in my life in your Nextel/Sprint store that day and of all things it was an employee berating and screaming at another employee in the open store area. From my view I am assuming the heavyset 6 foot older woman with long dark hair woman was the store manager and the employee she was berating was a tall older gentleman with blondish hair.
The woman was very combative to this man and was up in the mans face shaking her finger, as he was obviously trying to exit out of the store. The man in a softer voice that was heard, but softly, said “Please do not do this here in front of customers, I am just getting my things and leaving” she got in front of this man waving her hands, yelling, and screaming saying things I am not even sure what they were since I was in total shock and disbelief. While this was going on not only was I and other customers standing in awe but so were the employees. A blond headed lady (an employee I assume), who was crying also, grabbed the dark headed lady and said please stop this, he is just trying to leave and she had to physically try to restrain this woman.
I will say this, and I am not one to ever believe it is okay to hit a woman, but I do not know how this man kept his cool and did not knock that woman’s teeth down her throat. I don’t know what was going on to require that kind of action between a manager and an employee but when I picked up my phone to call the police due to the assault this woman was placing on that man, he quietly was able to make his way around her to leave. He apologized to us for what happened as he walked out the door. Another employee, a young Spanish girl that was crying, gathered his items and took them out to him. I was even more appalled that that manager who had disrespected not only the company employees but was rude to all of us as well. This whole incident lasted at least 30 minutes. That was neither the time nor place for whatever happened. I will not only never step foot in that door again as long as that lady is the manager of any Nextel/Sprint store but I will make sure that I inform my company to not do any business with Nextel/Sprint as well as my friends and family. If this way of treating employees is a company standard then I can only imagine how I, as a paying customer, will be treated.

Sincerely,

Christina Paul

They are not billing errors when every “error” proves profitable for Sprint. This is call Bill Cramming which happens to be an illegal act. Responsible for over 80 lines, I resorted to having to notify Sprint on every call that it would be recorded that finally stopped the two faced double talk, run around we were getting. I gave them a choice, let me go with out paying early termination fees or we end up in court with all my voice recordings. Sprint finally choose wisely. We are now with Verizon.

Dont be fooled Verizon makes they mistakes also. However they a have a diffrent way of dealing with them.

I don’t understand how people have so many problems with customer service…you all must be whiners. I have been with Sprint since March 2001…I have never been billed incorrectly…and I’ve had nothing but satisfactory resolution on the 2 occasions I did have to call customer service. I stayed with Sprint even after my contract expired because they still have the best plans by far. Frankly, when I heard how bad Sprint did in the customer satisfaction survey last year, I was surprised.

I’m delighted to hear Sprint’s in a death-spiral and can’t wait to see them fail. Dollar votes, baby!

I was a loyal Sprint customer for about 10 years until switching to Verizon in January. What a breath of fresh air compared to Sprint!

It was disturbing to learn the chief architect of Sprint’s disaster, Gary Forsee, is now president of the University of Missouri. What MORONS would hire this guy? Well, I guess we have our answer, don’t we? I’d wonder how long it will take for him to screw up the school, but with MORONS like those who hired him, it appears they’re already screwed up.

I was first a Nextel customer for many years, and switched to Sprint 3 years ago. Customer service with Nextel was second to none, but when I switched to Sprint, I was shocked. I was shocked because of the billing mistakes on my bill every month, and the great number of calls that I had to make to ghet these problems fixed.

Over the last few months I have talked to Sprint for plan changes and other things, and I was impressed by having English speakers and people who really seemed to care about my call or problem. THANK YOU SPRINT for not having all of my Customer Service calls go to India or Pakistan to just save a buck.

I’ve been with Sprint for many years, and they seem to be marginally improving. However, the average call to customer service creates at least two more calls to get things fixed. I stay with them for the data plans, I use phone as modem extensively. (The very best data service available–anywhere.) When adding a new Palm phone, after 8 hours (4 hours on the phone with a dozen different service people and 4 hours in the store with their staff over two visits) I was finally told the phone really doesn’t work as phone as modem, even though it was sold that way. What an enormous waste of resouces for a problem they should know they had with that phone. It goes on and on and on….

Bob Johnson is just being silly. This “first call resolution,” he speaks of is called ONE Call Resolution. It’s on all of their official inter office memos, notes, and major announcements and he doesn’t even know what it’s called. It is also ineffective. How is someone in Tech Support going to cancel my account when they don’t have the computer system to handle that job? How is someone in cancellations going to give me payment arrangements when only Finance can do such a thing? Instead we all end up on hold while they talk to each other when transferring me to the right department in the first place would work better.

Secondly, the Call Center reps were not rushing through calls because Sprint was paying their agents per call, it’s because the Call Reps have a time limit on how long they’re allowed to be on a single phone call. I work in one of their call centers and people are threatened by management if they don’t get off the phone fast enough. This is bad Sprint policy and Johnson isn’t admitting to this. In fact he is out right lying.

Now for the stockholders; on his first day as CEO Dan hesse said he wanted 4,000 Americans at Sprint fired so he could cut costs, and on that same day he accepted a 10 Million dollar signing bonus. Is that how he cut costs? How did this help the stock holders? Has Sprint improved because of this? No, there are less people with experience working now and the wait time can now be 20 minutes before anyone can help a customer.

Bring back the quality customer service that Nextel had!!!!!

I think they also need to address their sales staff. They make so many promises of what is included in your plan plus discounts and then it turns out to be something totally different. And they won’t talk to you when it’s wrong and refer you to the phone reps. The phone reps usually say they can’t help you because they don’t see what you’re talking about. I’ve been a Sprint customer far too long and I can’t wait for my contract to expire!!!

Good Idea to fix the worst customer service is cellular ever. After that is tidied up, perhaps Sprint will rollout the 3G network that they claimed to have had in 2002.

Sprint should start by fixing the crooked sign-up process. Both me and my wife were ‘automatically’ signed up for their video services without our knowledge – no papers ever showed that we signed for it. Had to call to remove it. My wife was a few months late noticing it and they wouldn’t refund it. Talk about bad first impressions …

Improving customer service will be a plus, but Sprint has to do a lot more if they want to keep my service. Nearing the end of my contract that they have been told wont be renewed, my service is getting worse. I can no longer use my phone inside my house and my calls get droped just driving down the highway. I count the day until I am with another carrier

They outsource all their calls overseas. It’s a TERRIBLE customer experience.

I’ve had Sprint since ‘98 and have had great service from them. My friends with Verizon and AT&T have horror stories to tell.

There is so much more wrong with Sprint than just customer service, but the customer service problem alone is FAR from being fixed. It’s all talk. There’s a reason they’ve been the worst for years—long before the merger. They could start by putting the customers first, but that’ll never happen. Nextel’s service was pretty good, until it became a part of Sprint. They need to admit that the merger was a failure. I’m not holding my breath on any more of their empty promises or propaganda.

all you stop you’re whining. who cares about a few text messages or a T1 that was overbilled. a decade ago the mass market didnt have wireless phones, remember the day of having to pull over if you wanted to call someone? these wireless carriers have dumped billions of dollars into a network in a short period of time…how soon we all forget. Ford and GM have been building cars for 100 years and they still cant get it right. we have bigger things to worry about, rising fuel cost, food costs, insurance, mortgage bubble, not to mention the truck and SUV bubble that has not been widely publicized but is happening now. you’ll really need to get a grip on your priorities. now I’m getting some emails on my blackberry so i need to go

Been working with and around Nextel since early 90s….their issues are more tied to a false sense of self-worth than simply poor customer service. They act superior to their dealer channels and couldn’t care less about the end customer. Sprint has put a rotten apple into their basket, which on its own was already smelling.

As a unhappy Sprint customer I cannot wait until my contract expires. The customer service is terrible and not one person seems to ever care when you call. I am counting the days until I can leave.

Bob Johnson is the brightest bulb at Sprint. Go Bob!!!! I have seen him successfully steer ocean liners in the past.

I recently contacted Sprint to cancel service on one of three lines I maintained with them. They told me the service was removed. When I received the next invoice, the line was still being billed. A number of other issues occurred and I have since canceled two of my three lines and will eliminate the third when the two year activation period is up. This has all occurred within the last two months. As far as I’m concerned, the upgraded customer service is lip service.

I am a FORMER Sprint customer. They have customer service reps that do not understand English and cannot speak English, so that causes problems up front, not including messing up the phone bill.

I’ve had Sprint for 5 years and never switched because I’ve had excellent customer service from them. The one bad event was having someone SHRIEK at me “I am telling you what you will be getting!” but that was obviously from an offshore call center, not a real employee.
That said, during that time I tried to call 911 twice- and couldn’t get through either time. Cell service to 911 must be addressed.

There are alot more problem with Sprint besides customer service. I’m disappoint with their management and decision making process.

Whatever, you still have foreign people who can’t speak a lip of english answering the calls. The $100 is great only if you have one plan but if you have two your still not saving any money!

I was a sprint customer for two years. My contract expired and Sprint offered me a 10% discount for signing up for another two year contract. This was supposed to be handled at the ‘Sprint Store’. On a followup two days later I made a call to Sprint, what a surprise, they had no record of that and said everything is fine now. After my 30 day trial period ended and I received my first bill, guess what, NO Discount. Called their customer service in India, after being put on hold four times, each lasting 7-8 minutes they said nothing could be done. Wow talk about bait and switch. Nobody could help me. The next phone call was to terminate the contract. Got a new phone I can’t use. Figure this will cost me about $600, but at least I will have the satisfaction of NOT doing business with Sprint. They have a LONG way to go with customer service.

Sprint overcharged my small (US) company for over $50,000.00. We caught them doing it and now they refuse to refund the over-payments. You can read the full story at http://www.sprint-really-sucks.com

I also wrote an open letter to Dan Hesse the Chairman and CEO of Sprint Nextel. It is a good read so please consider reading the letter.

http://www.sprint-really-sucks.com/open-letter-dan-hesse.aspx

Sprint, here is an idea to improve customer service: When we call in and you prompt us to give every bit of personal information knwon to man, including our mobile number, don’t have the rep ask for that information again when someone “finally” answers the call.

The fact that there ever was an incentive for CSRs to keep calls short is very disturbing. This explains most of my customer service call nightmares with Sprint. I’m glad they have changed that. In my opinion, that truly was at least 50% of their problem. I would bet that the Nextel reps didn’t work this way. There was a very noticible difference when I would reach a Sprint rep or Nextel rep. The Nextel reps were patient and always handled my problem diligently and efficiently. Sprint reps were always rushed, were not patient, almost never solved the issue on the 1st call, and sometimes even outright lied. I still use that old Nextel # and always get better results. I’m trying to hang on while Sprint gets it together.

Well, that’s good news. It’s only been Sprint’s super cheap calling plans which have kept me as a customer. I was thinking of throwing in the towel and switching but if their customer service improves maybe I’ll stay. I’ll test this out this weekend. I actually have an online billing issue I’ve been loathe to call in about–not wanting to experience the major rude attitude of the customer service reps. If they say “Hello” at the beginning of the call I’ll be shocked.

Here’s our man in the limelight.