We became customers of Sprint PCS nearly 4 yrs ago and held strong thru the Nextel merger. We stayed mainly b/c we wanted to use the walkie talkie feature eventually for the business we planned to start and thought that we would do well to use Nextel.
Initially the coverage and customer service was ok - comparable to all other networks. I added a phone avter a yr into the contract and 6 mths after that the fun began. I changed the minutes on my plan and the CSR who helped me actually ended my contract and didn't start the new plan rendering both phones useless and their automated system said I owed them 524.00!!
It took me about 6 hrs to recitfy the problem - it was only fixed b/c I was connected to an english speaking individual who saw what had happened - all other CSR's that I spoke w/previously wouldn't talk to me until I paid my 500.00 bill *sigh
Over the next yr my service got progressively worse - I called in to complain and they assured me they would send a tech out to the tower in the offending area to have it redirected - never happened.
Two mths ago we opened our own business. Got new phones and upgraded our account a month later - paid my bill and was billed an additional 50.00 a few days later. Paid that too - I believed it to be the additional minutes and the difference in my old and new plans.
I then decided to add another line. I had been told that every yr I would be able to add another line w/a deposit of 125.00 - apparentlty we were on some spending limit program that I wasn't aware of as my phone wasn't ever shut off due to over use of minutes or late payment of the bill. I went to the local Radio Shack to add the line w/cash in hand and low and behold we were denied the extra line - said I was late pay and had been disconnected in the past yr - NOT TRUE!
I then spent the rest of the day trying to find out the exact nature of the problem. I was dropped (signal faded) three times from the cell phone while trying to do this and never one time did any CSR return my call - they knew who I was as they had the account up on their screen. Not only that I was stationary at all times using their phone - wonder how the signal faded in three different locations. So I waited until I got home to use the land line.
Come to find out that I had been late 10 times in the last yr on bill payment - we paid by the DUE DATE online which said the 7th of the month when infact the date was the end of the previous month. Each time I contacted the CSRs would always want to "look in to my situation and see how they could help me" and I only needed to contact the people in the credit dept who had made the decision to not allow the 3rd line - they wouldn't connect me. It was as tho these Gods were only making decisions not speaking to customers.
We trudged on w/Sprint after telling them that rest assured when my 2 yr contract was up we were gone.
Last Wed. I opened my email to see that my bill was available for viewing so I went to the site to see what it was and pay immediately - no more late pays for me! What to my surprise do I see but a 300.00 bill!!! Upon investigation I see where they have billed me TWO months - I assume it was an error -computer glitch or something. So I call.*sigh
I get final idiot CSR on the phone. He tells me that it's next months bill too and they always bill like that - well he doesn't get that I am an existing customer who has made many changes to my plan in the three yrs as a customer and NEVER was billed an additional month upon making changes. He tells me to just pay the bill and see what happens next month. WHAT?!
After a few bad words I call my DH and we go to the local Verizon Wireless store prepared to pay whatever it takes to get Verizon service. What to my surprise do I hear but they are going to give me my two lines w/NO DEPOSIT! A company who is stingy w/it's service plans trusts me more than my current provider whom we have been loyal to for nearly 4 yrs!
As soon as we got home I called sprint to cancel service. I got the ONLY english speaking human in 2 months to help me - imagine that. HE looked at the bill and said that we shouldn't have been double billed - the other idiot wouldn't listen. Had I spoken to him earlier that morning they probably wouldn't have lost us as a customer.
It's a sad day when customer service is farmed out to the lowest bidding country and the idiots who are trying to "assist" you can't even be bothered to call back and finish the call. It's also pretty bad when the best cell service available and the hardest to get will give you credit and two phones w/o deposit and the idiots who you currently have don't even bother to listen to the customer to fix what you KNOW is a problem.
If you are thinking of using sprint - DON'T! They suck - service is awful, customer service is no existent and no one speaks english - their only concern is when you are going to pay the bill - not that you are having problems. Guess that is the only thing on their script - "How would you like to pay that today?" I would rather have a prepaid go phone then sprint any day of the week!
Amy
Millington, Maryland
U.S.A.
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