Let me explain what I understand happened. Back in May I called the Sprint Customer Service Center and asked if I could change my area code from 619 to 858. Both area codes are in the San Diego area and the representative advised that she would check to see if one was available.By this time I had already been a Sprint PCS customer since 1999. After much looking she found an available 858 area code number. The representative gave me my new phone number and I was pleased to have it since it now matched my new local home phone area code.
Now fast forward 8 months.
I was reviewing my account information on-line when I noticed that I had a contract expiration date, set for May. I called the Customer Service Center the evening of Jan 08 and first came in contact with Jennifer - user I.D. - jwilmo04. She was very insensitive and not interested in helping with this situation. I had her get the night supervisor, Iris - user I.D. - iweath01. She explained that when I made my area code and number change back in May that this extended my Sprint PCS Contract for one year. (Extended a contract that did not exist in the first place) I asked her how I had agreed to this when I had been without a contract for so long. She stated that the system automatically clears my old contract when I made the change to my phone number. (again I ask what contract after six years?) I advised her that I never agreed to a new contract when I made the change to a new area code. I asked Iris, the supervisor, why would I need to agree to a contract when I had been with Sprint for so long? Her only response was that this was done automatically by the Sprint PCS system when the change was made.
I have never in my life thought that Sprint would attempt to be deceitful and manipulate one of their long time customers. Is this the way they plan on keeping people using their service? What this situation has done is produce far more aggravation than service, and, has left me feeling impotent. Iris the supervisor basically had a mantra that she politely chanted to me over and over - There's nothing I can do. What's even worse is that this situation is a kind of betrayal considering all the time I have been with Sprint. It's not supposed to be this way.
I am now being told that if I want to get out of this contract that I never agreed to (although I am being told somehow I verbally did) then I must now pay a $150.00 cancellation fee!
Faerie Kizzire once said in an interview about Sprint; "We do see some of our people falling on the side of 'I'm right' versus 'I'm going to make it right.' " Is anyone over there at Sprint still asking the question; "Did you dazzle your customers today?" Based upon my experience this evening with representative Jennifer (User ID JWILMO04) it would appear that Sprint PCS customer service representatives have forgotten the answer to that question. What was she learning during the 6 to 10 week training session?
No wonder a recent look at the cell phone industry and customer service ratings shows Sprint in last place compared to the major players. I had the chance to look at the American Customer Satisfaction Index and Sprints numbers don't look very good at all.
Verizon Wireless - 68
Cingular Wireless - 63
AT&T Wireless - 61
Sprint PCS - 59
When I made my call this evening I believed that a Customer Service Representative would understand my problem practically before I mentioned it, and all would be made right. Everyone believes that companies today, including the one I work for, should be in the business of delighting the customer. Sadly that appears to not the be case form me and many other customers of Sprint PCS.
You cannot expect to keep customers by force. You cannot unilaterally set up clandestine contracts in an attempt to keep your customer base for extended periods. You need to provide good phone service along with even better customer service to keep us coming back for more. All Sprint has done in this case is betray the relationship.
I have now sent a letter to the address given to me in London, KY. Hoping that Sprint PCS will remove this contract that I have been placed with. I should have the right to be with the company that provides me with the best service at the best price and right now it's not Sprint PCS.
Phillip
San Diego, California
U.S.A.
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