I got a cellular phone 11/01 when Sprint PCS ran their "free phone no credit check" special. I got two phones, one for me & one for my teenage daughter. Here it is a year later, and for a myriad of miscellaneous reasons (web site always down for bill management, innumerous dropped calls, inability to speak with a human for "customer CARE" as they call it) and I want to make sure that once my contractual obligation is fulfilled in November that I will be OUT of Sprint. Here's the story:
Last week, I called the "Customer Care" number (oh that term just kills me coming from these people) several dozen times trying to verify what I needed to do to terminate my obligation in November.
When you call, you get "Claire" the "virtual service representative" who is a recorded voice prompt that claims she can answer questions for you. I'm sure she can answer some, but I needed to "discuss".
So you say "representative" and Claire will "transfer you" to a Customer Care (ugh there's that word again) representative AFTER she informs you (and you acknowledge with the keypad) that it will cost you THREE DOLLARS to be connected to a human!!!
In desperation, I agreed, and was transferred three times all total in an attempt to reach someone who truly "care (d) about the customer". What I got was this raucous jangling muzak that plays annoyingly in your ear despite all attempts to reduce the volume on the earpiece. I think its a ploy to make you NOT want to hold.
After giving up & incurring $9.00 on my bill for the attempted transfers, I went in to the Sprint PCS office.
I needed to discuss what I needed to do to stop my service in November and also make a payment on my two phones.
Since the walk-up machines in the lobby don't take VISA, I was directed to the counter in the back. After standing in the winding "Disneyland style" line, I stepped up to the counter to make the payment. I was then informed that it would cost me $6.00 PER PHONE to make a payment via credit card.
It was suggested that I do it over the internet to avoid the charge. I told the woman I would if the internet site was ever available, but its always down. I then asked about the termination of my service.
She directed me to the "red phone" on the table to speak with a human. I picked up the phone and guess what? Same raucous jangling annoying muzak and 15 minutes of sitting on hold, NO ANSWER from a human.
In desperation I asked AGAIN... PLEASE give me a way to talk to a human. I was directed back to the red phone. I explained my frustration. Sorry, I was told, thats the only way.
I now fully understand why people drive their cars through storefront windows, smack customer service people and go postal. AND why Sprint has a security guard in the lobby at all times. Its not to keep people from stealing the phones that are wired to the displays, its to diffuse the intense frustration that this company can provide you all in the name of Customer Care.
I kept my cool, but I vowed that every chance I got, I would try to direct people AWAY from this horrendous experience.
There is a REASON why people offer something for nothing, so to speak, like free phones & no credit checks. For me, it was an opportunity to recover from bad credit from my divorce, but for Sprint, it means NOTHING to have you as a customer. They do REAL well getting you signed on. After that, you're on your own. Be warned, be aware, shop around.
Frustrated Sprint Ex-Customer
Virginia Beach, Virginia
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