I can only speak for myself in this case and what has happened to me since August. This is not an attempt to BASH Sprint. Only a means of opening the eyes of management.
I ordered a phone via the internet. Sprint was assigned to be my carrier. I had no problem with that. Afterall, Sprint advertises the product the way I would if it were my company.
My first week of service I received my phone. It was a LG1010. Which is not suitable for anyone on the road. There have been several problems with this phone. Some distributors I have spoken to said "it shouldn't have been on the market"
I used my phone for four days, then on the fourth day it was continuously searching for a signal. I immediately called Sprint from my work phone and the CSR then told me it was a single duplex phone and that it probably wouldn't work inside the building. Some structures won't allow signal. True? I don't know, never had the problem before.
I wondered why it had for the first few days, and now wouldn't, but agreed to try again from "outside" the building.
Once outside, I tried all the way home for 30 miles from my work.
No luck. I then called Sprint CS again from my home phone. They turned off my phone, changed the number and reset my phone with a different phone number. The CSR told me that it may take up to 24 hours.
The next day was the same situation. I called Sprint again as advised. The CSR canceled my phone, set it up again with a new number and said to wait 24 hours. I did, but again the same result occurred.
I then drove down to the local Sprint store here and after an hour of explaining, they finally exchanged my phone for another type. You can do this within a 14 day period of purchasing the phone. Of course, I had to receive another phone number.
I didn't have too many problems with the new phone. It would still search for signal, but eventually come back. A few dropped calls here and there, but really nothing else with the phone.
I received my first phone bill from Sprint. I was astonished! They had managed to bill me for changing my phone number three out of the four times. I again, called Sprint.
The Sprint CSR was friendly and very helpful... I received a credit for close to $600.00
I too, like many other folks that may have had problems arise in the past, such as hospitals, deaths in the family, etc... Have been placed on a spending limit. I don't mind the spending limit, I just didn't know about it up front. And you can go over that spending limit on occasion (BEWARE)!
I also did not know that at any time you change or upgrade your plan, you are starting a new 1-2 year term over with Sprint.
I found this out from someone else, not Sprint, but only after changing my plan or upgrading 3 times.
My phone has been shut off also, due to overage on the minutes... I know understand how this works. If you have 250 minutes left in your plan (even if you don't go over) and your plan starts over, you can be over the minutes. The billing has been one of the worst I've dealt with.
If you go online to check your usage, call to get it, or talk to a CSR, none of the numbers seem to match. That includes your balance owed, it's never the same.
I have explained (billing errors) to several CSR folks at Sprint. But they are only getting paid to correct or resolve issues. For the most part, I have talked to some very nice people on the phone, but there are always the ones that seem to be in the wrong profession.
My recent upsets have been: lack of needed information from the Sprint CSR. Most of whom I have talked to, do not have the training necessary to make the proper decisions in handling a customer's needs. When I first begin a conversation with a CSR, I make sure that I am level headed and talk with respect, even if this doesn't inspire the CSR to do the same. If I feel I can't resolve the issue at hand with that particular CSR, I request to speak to someone else. I have found that one out of three CSR's are professional and courteous. Billing disputes and resolutions have been my main problem with Sprint, the second would be the customer service.information is not properly given or shared with the customer.
I recently purchased (upgraded) to another phone in which I mailed out a refund form and sent in.
Since the problems occurred with the first phone, I missed the deadline to mail in the first one and wasn't sure what number to put on the form.
I am hoping that this refund (for my new phone) will go through, so I won't have to call Sprint to try and resolve yet another problem.
Do I hate Sprint? NO. I do like the clarity of the phone, and available options.
Do I hate the CSR's? NO. I don't agree with the practices of business. They are lacking knowledgeable people and valuable training.
Do I disagree with billing practices? YES. Something needs to be revamped to improve the quality of customer care and correct billing procedures.
I have been in customer service for over 10 years. I know that the majority would say "The customer is always right". You will find the ones that are just angry and want to take it out on the next person to answer the phone are not angry at them... Just the service or mishandling. Most of the customers want to be heard and to have someone agree with them, that their should be changes made. As a part of a CSR department, (no matter what the product) it is a strong part of the company and making the wrongs, right is exactly part of the job function. Making Customer Satisfaction Number ONE!!!
Word of mouth is the number one advertising tool. Customer's should praise the company on the product. A customer's reception of how they were treated is essential to have repeat customers. Satisfied customers will return and bring more customers.
Sprint, In my opinion, you have a product that is marketable. You are a large corporation dealing with people of all types, and in various income ranges. Won't you please take a look at some of the complaints here and try to establish a solid record with your customers? BE NUMBER ONE!!! You don't settle for lack of payment or over the limit for customers with limited financial means, don't settle for hiring nothing but the best!
Sincerely,
A Sprint User
Chelle
ELKHART, Indiana
U.S.A.
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