5/23; That's the day my best friend signed me up for Sprint. I have since forgiven him - he just didn't know what he was doing. I have not once in the 60 months I've had the displeasure of being a Sprint "cash cow", known by most businesses as a: customer - gotten a single correct billing invoice - swear to G-d! Not one! One particular bill was only off by $3200.00- FOR ONE MONTH!!! POOOOF - they just dropped all traces of my account - OOPS sorry for that ONE— and whenever I or the other phone on my account touched our phone— it was billed at "casual time AND roaming" & data usage was like $1.75 a minute. Yet, ain't it funny how they "found" my account when it came time to send me the bill! I'm in customer service and by every training class I've ever attended or TAUGHT - DE-ESCALATION and problem resolution is the key to long term customer retention! (Sprint "burned" or LOST 1.4 million customers in the last quarter - not hard to understand why) Lying, misleading fact-less statements, misbilling, talking down to a customer, NEVER EVER having a Supervisor call back from over 100 messages, no exaggeration! Hanging up on someone cause they said "Jesus Christ! This is what YOU call good customer service skills?", she said and I QUOTE - "I don't have to be cussed at..." & then hung up on me, (GREAT customer service skills training job with that CSR -Sprint!), disconnecting service while there is a dispute pending. Giving my personal account info to a guy that walked into the store and asked for it - including my SSN and street address - a year later when arrested he still had 2 years of my sprint bills on his computer and copies of my credit bureaus - all of it started by by a girl at the Sprint store in Fredericksburg Va. (a matter of public record). Her Store and Area Managers lack of proper skills training on how to protect a customers info, e.G.: she never asked fo an I.D. And spilled her guts - or rather my personal info AND I am still dealing with the problems, NO thanks to Sprint - they were still investigating their breach of my confidentiality. OH, let us not forget this lil' jewel from a "Supervisor" JUST TODAY— "in August, we changed from Sprint to Nextel and as of that switch, we don't have to do anything like we did before!..", answered in response to a question about why everything with them has gotten worse since late summer '08?? The disgusting thing with this "changeover and new "policies"- I had protections that the formally great "Executive Services" had put on my account to keep from being disconnected - wiped out is their "explanation" so far. I have and still am standing firm that in order to change a contract and agreement it takes BOTH parties to agree to the changes - or they stand as agreed, settled law - or both parties must agree to end the contract, it's settled case law. Tell them you'll hold for a moment while they check with counsel. DO NOT allow them to EVER - amend your "deal" and when they d0- and they WILL - DO NOT ALLOW IT TO STAND Mr. Hesse - SHAME on you, just Shame. I think I'll file a complaint w//the FTC about his FALSE and misleading ads on TV - e.G.: "... Write me..." ad - so I did - (3) three emails over 3 weeks - have gotten only 1 canned response and not from Dan himself, saying someone would look into the issues and get back to me - HEEEY DAN! - I'm WAIting... Not that I expect any response, he has a very demonstrative lack of customer consideration skills, or in assuring that those under him are properly trained. What's that saying?'the course of the ship is only as good as the ruddership of the Captain...". That being noted - it's no small wonder Sprints "burn rate" (the method by which they lose customers) totalled over 1.4 million in the LAST quarter alone and I believe 3 mill.in the last year! If we can't be heard with our voices - we can vote with our feet - and I suggest we not walk to ANY near service provider - I suggest we runnnn!!!
I found out through a woman named Rey in their "Account billing Unresolvables" (after 3 weeks of "research") that for 2 years Sprint had been making what she called "minor" (yeah? Well, $20.00 & as much as $50.00" " ain't sooo minor to me...) mistakes on my 5 phones and that there over $900.00 in "credits" going to be applied to my next bill. WELL three months later - and still after over 30 hours on emails and the phone, I haven't been able to speak to Rey and have had to retell my story of mistreatment to 20 "Supervisors" (cause I blow by CSR's) and guess what - NOW they are saying too bad - you only have 90 days to apply for credit, as though 60 months and specificall since August of last year there a couple hundred calls and countless lost hours calling them to correct their "mistakes". And that they can't find "ANY records or notes" to that effect - even though I provided them - from my bills - the dates-times - call center locale - names of whom I spoke to and title provided by them - NOPE no records. I told them that in the real world - "minor" over billing is nothing more than stealing from a customer to "pad" their accounts. Today, I finally broke down and called Executive Services, told only PART of my tale of mistreatment and she felt it was too overwhelming to hear it ALL - so she would work on part of the issues and get back to me later today (it's 7:26 P.M.)- and again on Tuesday. Guess she joins the legions of peoples following Dan's lead of ignoring a plaintive ask for help from one of their customers, followed immediately by not doing the very actions they initiated to do. Maybe by Tuesday they'll have an epiphany of— IF not proper (that WOULD be asking for TOO MUCH to pray for), I'll settle for mediocre customer service skills...
The "Tech Support and Advanced Tech Support" WHAT A HOOT! - I have been waiting for a new "hot synch" disk, a data web link, or a mysterious disc to make my Treo 800 "dumb enough" to talk to my computer so I can get my info off it. NOW - this is something they said they had and was forth coming - since October - NADA, nothing, zilch. YET today they told me that even though it's their mistake, they are charging back the phones because they can't find out HOW to do it. OK does ANYONE else get how criminal this behaviour is? Due to their non-conformance - they are going to charge me money! If it wasn't SOOO stupid it would be laughable.
One thing - I did find out - the CSR and Supervisor will lie to you and tell you they don't have to give you their I.D. - station I.D. And a "time stamp" verification for verification of the conversation - yet they have to - when requested - their "Corporate Policy" use their words against them then request/demand they send text and/or email, verification. Verification of info - whatever else you DO - GET VERIFICATION - otherwise it's like dealing with the Federal government - NO accountability and NO repercussions.
Some notes: VERIFY everything, check your bills to your contracts and match the $ and numbers - DON'T allow them to change your contract without your agreement - it's the "grandfather clause"- covers UR HINNY from them willie nillie taking away your protections, Tell them YOU are recording the conversation (@ least I can w/my Treo) and that you'll use it for customer service and quality control & then do IT. Don't talk to CSR's, or if you fall for it and do— the moment they stop being helpful - demand to speak to a Supervisor. AND YEAH, I have had a hundred of them tell me I can't talk to a Supervisor - yet strangely enough I always do, to at least one! Hold them accountable - they sure don't mind tapping your account! OH yeah NEVER give them a debit/credit snatching chance - protect yourself. Guys and Gals - these are errors by omission - it only boils down to - a systemic and corporate plan to steal from we consumers. Look based on the hundfreds of complaints here - some of us are "mad as HELL and we ain't gonna take it NO MORE...", but there is obviously a couple million of us that just pay what they say. Follow the thinking here - It's a numbers game - 8 million $1 dollar "errors": $8mill - 1.4 mill. That walk away - we that refuse to get screwed= what 4% mill still in their till? But folks in my case it's over $12,000.00 in over billing credits in 6 years - my case is out of the normal range of problems - i get it. BUT they don't. The average American lemming out there just pays what they say - 8 million $5.00 mistakes= $40 million in the bank - do the math people - they figured out a new profit center.
Pure and simple its a sytemic corporate dictatorship of greed, THANKS DAN HESSE!
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