Sprint
Customer Service

Electronics and household app.

I would not even give them a rating. Today was a beautiful day. I start off my morning listening to my unborn child's heartbeat and after that my wife and I decided to skip a little work and then run to a Sprint store to get the iphone. I was pumped and excited to finally get the iphone. I had gone online at Sprint.com and logged into the account to make sure I am eligible for the upgrade. (Which my phone was so I assumed my wife’s was as well) I was. My wife and I activated our phones at the exact same time in 01/10 on the same account. We arrive at the store and my phone was fine but my wife's number isn't until Nov 1. The store cannot help so I said I would call customer care. They asked that I not do that until I leave. I called, spoke with a man (No names) and he stated he would help me. At 12 minutes and 42 seconds on the phone tracker, the call dropped. I was on hold for 9 of those minutes as well. I call back, speak with a man, and he stated how can I help, I tell him what just happened, he says 'I CAN'T HELP YOU". I asked for his supervisor immediately. He asked why and I explained his words too him. He takes 8 minutes to type a couple of notes on the account and very nicely said he will get his supervisor on the phone. 12 minutes 23 seconds on the phone tracker, disconnected. Third call to Sprint, I speak with a lady, told her to get me to cancellation, guy in cancellation says, "Sir, since your wife is pregnant and we are a few weeks away, I will allow you to order the phone through Telesales in 5 days from today. So I said this, "Sir, I have agreed to increase my bill by $40.00, plus $20.00 for their home phone, my current bill is $122.00 with taxes now so I am willing to increase by 50% and you are asking me to wait 5 Days?' He said "yes". I then stated that I the $182 per month would be $3600 over the next 20 months and I did not know if he was authorized to turn down that payment. Oh let me be very clear, in my first 20 months, I contacted them within the first 6 months of service to have the phone replace under warranty; Second time it was because the second phone went bad as well. Only times! Back to today, I asked for his supervisor. Received without a drop call from a SUPERVISOR. YAY, I thought someone drew my winning name out of a hat. Supervisor said they cannot access my account and I would need to call... I asked for her supervisor (3 Reps so far and a total of 37 minutes on the phone and 18 actually speaking with people) At this time I left the store and drove 28 miles to my office while being in and out of hold but finally I receive a female supervisor of that supervisor. So I tell her I have been hung up enough and please do not disconnect me. She said that she cannot access my account and will get the proper people on the line for me. (PLEASE READ IF ANYTHING, THIS NEXT STATEMENT) After 19 minutes of hold, I finally pull into the office and she (Supervisor of a supervisor at SPRINT) stated to me, "Sir, you need to be with (blah blah) department and they are closed today to train other departments." So, she could not access my account and the ONLY people who could help me were closed to train other people and I needed to call tomorrow. A supervisor of a company that I pay money to tell me that the department I need to speak with is CLOSED. Ha ha ha. I asked who could help me and she said, "Not her." I asked for a supervisor and she said ok, put me on hold and disconnected. Ok, That was 1 hour 7 minutes and 53 seconds on the phone timer. Oh wow, so I call back and get a couple of decent people that do a great job of passing the buck and, tad, a rep in the right department. Tell her the story and she offers for me to speak with her supervisor. (I wanted to pull my hair out but I believe in treating people the way I wanted to be treated) Supervisor listens well to my day, reiterates and then states that I can call I all would like but these rules come from corporate and that they have no control and this is how it is. I asked for his supervisor and he said that there would be a 24-hour call back and I asked for anyone that was above him? During the previous question he interrupted, spoke over me until I asked him to have the decency to allow me to speak. I felt that I pay for some type of service from them. He then said since there is no further issues and that he has done all he can... (While saying this closing, I repeated 3 times I wanted a supervisor, I want your supervisor, I want a supervisor) and he hung up on me. I have since made up my mind that Sprint does not deserve the right to call their employees "Customer Service Reps". They have earned the right to call themselves "Burdened by Customers Representatives." Please note that this is the absolute worst experience by a company and I would highly advise anyone to look on the Internet. There is a page on the company owned website where their own customers gave them and average rating of 1.5 out of 5. Good luck and I hope to help many many people with this information.


Company: Sprint
Country: USA
State: Kentucky
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