I recently purchased a I930 phone from Sprint. The phone worked for about 20 hours then I lost my direct connect feature and email/data access. I called support twice during the day and sat on hold for about a 1/2 hour each, hung up becasue I was tired of waiting. I called support when I got home and surprisingly I got to a support rep quickly but from there on in it went all down hill. 1st level support could resolve the issue so they passed it over to 2nd level, while sitting on hold for about 20 minutes, a tech finally picked up then disconnected me.
Called back, sat on hold, finally get through to a rep and instead of transferring to a support rep I get to the cancellation department. I explain to them again what is going on, they send me over to support, sat on hold for over a 1/2 hour, I finally get through to someone who cannot solve solve my problem but again with surprise the rep says they will give me $25 credit for my troubles.
OK I feel a little better, sat on hold, finally get a tech and after about 3 hours my problem is not resolved. They said it has to go to the provisioning (and this person did not have an attitude this time, surprise!) and the techs will look at it and get back to me, within 24 hours. Well I am heading into work and my phone goes into roam mode and the direct connect and data features work. I call them to notify them of this and the rep said they will make a note of it.
Well a tech direct connects me, I tell him what is going on and he said someone will call me back. I am driving home that night and decide to call to see what the status is, and they tell me it can take up to 3 days until I hear from someone. So I state that I just bought this phone, go through the whole ordeal for the 20th time. I told the rep to put me over to the cancellation department to see what my recourse is and of course if I cancell my account I get charged $225 dollars.
Since I just upgraded to their most expensive phone, agreed to extend my contract and all I got was a phone that does not work properly, no support, and listen a cocky, unprofessional rep in their cancellation department.
This is the most horrible company I have ever dealt with. When they where just Nextel, I never had a problem. I am so tempted to just cancel the account and say the hell with the $225 cancellation fee. Here the is the kicker, I left Sprint years ago because of the poor service and the horrible phone coverage.
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