In the last month, I have ordered two new phones from Sprint, one for myself to replace the one I've had for the last two years (as advertised by Sprint), the other for my mother so that I can add her phone number to my line.in that time I have:
Had an onsite (as opposed to online) Sprint representative tell me that in order to receive a new phone I would have to cancel my current account and start a new one which would also require me to pay the activation fee and the double first month bill. (over $200 to get the $150.00 rebate).
I called Sprint to verify what I had been told and had someone say that the woman I had spoken to had told me incorrect information. Once I had ordered my phone (the Sanyo 3100), I had to call back a week later to find out why my phone had not arrived, only to discover that the very friendly Sprint representative who had processed the order had done so incorrectly and so my phone had never been shipped out.
I've finally received my phone and the sound quality is much fuzzier than the Samsung which I had before. I only ordered the Sanyo because it was suggested to me (by a Sprint representative) that the problems I have had for the last year getting my phone to work in my apartment could be due to the weaker antennae on the Samsung and that the Sanyo would likely work better. It doesn't; I still have numerous dropped calls even with the new phone and roaming services added to my account.
In the last couple of days, my ringer button on the side of the phone has stopped working (I've had this phone for less than a month) so that when I toggle the buttons to turn the ringer off or up, it gets stuck at whatever the last setting was. Once I flip the phone closed and re-open it, it says that it has returned to the setting I just changed from.
I ordered the same phone for my mother that I have (online because the online deal was better than the in-store offers) this was before the consistently poor sound quality and the ringer toggle troubles. I was assisted in the order by a helpful online Sprint rep. After speaking by phone to several confused representatives who had NO idea how I could best go about ordering a new phone and adding that line to my phone so that my mother and I can have a family plan.
Every Sprint rep I have ever spoken to about changing my plan has told me that it is smarter to change plans around the time that my new minutes begin. That way I'm not paying excess charges by paying for my existing plan as well as the charges for beginning the new one. I was told that when I moved across the country, I was told that when I got my new phone and renewed my plan last month. Somehow, when I was asking about doing the exact same thing to add my mother to my line I was told, by a Sprint representative, that I would have to pay double the first month's bill, even if I called around the billing time for my phone. I explained to the woman I was speaking with that every other time I've spoken with someone, they had told me otherwise, but she insisted that I had been told incorrectly and I would have to pay the fee.
A couple days after I ordered the phone, I had someone from Sprint call me and tell me that there were no more Sanyo 3100s in stock. She attempted (very incompetently) to up sell me two phones that were over $150.00 more than the Sanyo (one phone was over $700.00 and she had the nerve to tell me that I could take the rebate and pay the difference). She said that they were the only phones that were available and that I would have to order one of those. When I responded that if those phones were the only ones available, was she offering one of them to me for free? Suddenly she knew where to find a phone and said that she would take care of the order being completed. I received an online order confirmation e-mail 5 minutes later.
Since then I have been on the lookout for the phone and having my housemates on the lookout for the phone and it has not arrived. I called Sprint today (Sunday, October 8) to inquire about the whereabouts of the new phone and spoke with someone who told me that the phone had been shipped to the wrong address. She gave me the UPS tracking number and when I looked up what had happened, it said that the phone had been shipped to Kansas City, CA (a place that does not exist). A note on the tracking page said that the state was incorrect, and that the correct address had been found.
I called Sprint back (this was not even 10 minutes later) to ask if the state or the city had been corrected because it was the city that was wrong not the state. The person I spoke with could not find the order number that another service rep had JUST given me all of the information for. He said that the computer would only allow him to enter a 7 digit order number and my order number is 8 digits. When he couldn't figure out what was wrong and why he couldn't make his computer work, he proceeded to question me about how long it had been since I'd called (again, it was less than 10 minutes) and was I sure that I had spoken with someone who had found my account and was I positive that she had given me all of the information on the order.
Finally, when I called Sprint to ask for a mailing address and e-mail address where I could send this letter, the person I spoke with gave me an address with no ZIP code (I had to ask for the ZIP and she took 5 minutes finding it after already having looked for the address for 10 minutes.) and said that there was no e-mail address that she could give me. She also gave me a phone number (1-800-829-0965) that required me to know the name and location of the person I was trying to contact. When I said, Customer Service, the phone would not forward me to a person that I could speak with directly but instead continued prompting me for a name and/or a location.
Nadirah
San Francisco, California
U.S.A.
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