In an era where customer service promises are thrown around like footballs, it amazes me that a company as influential as SprintPCS can have absolutely no concept meaning of Customer Service. Not only has Sprint been one of the problematic companies I have ever dealt with, their so call Customer Service Representatives make being a customer insufferable.
As of the end of this year, I was forced to disconnect my service in the most abrupt and unsettling way, as I have never dealt with a company before. The final straw being a balance of approximately $40 that was less than 30 days overdue. Apparently it is now Sprints policy to disconnect those evil customers that abuse the system of paying invoices by check. It is apparently also their policy to disconnect cell phones with absolutely no notice. Heres the short version
At the end of July, I decided to take my sprint bill off the direct payment method which I had been using for about a year. I was getting married and wanted to simplify my account before shutting it down and opening a joint account with my future husband.
The first phone bill was fine, however the second bill I received stated DO NOT PAY as it would be automatically billed to my credit card. Although I was slightly surprised, I had heard of things like that happening before so I decided to forgo paying the invoice that month and deal with the mistake later. I did this assuming that at the beginning of the next month the total would be charged to my CC according to what was stated on my current invoice. Far be it from me to assume that they knew what they were doing.
Imagine my surprise when I get a call from a SprintPCS Collections representative partway through the month demanding payment. When I explained that I did not feel comfortable paying an invoice that indicated it was to be charged to my MasterCard, she threatened to put refuses to make payment in my record. She had absolutely no concern in the fact that my invoice said DO NOT PAY, in fact I wonder if she even believed me.
After going around and around in circles we finally determined that yes Sprint had made an error, but it didnt matter, if I didnt make payment on her terms immediately my phone would be disconnected. The conversation was infuriating to say the least. After confirming with a different customer service agent that no amount would be charged to my credit card, I agreed to make payment. After the completion I the call, I immediately called the customer service dept, who apologized and assured me that nothing like that would ever happen again.
Fast forward to 2 days ago, the end of December, when somehow between planning my wedding and going on my honeymoon I allowed my account to become and outrageously $44 delinquent.
This time instead of a lovely harassing telephone call from my favorite customer service people, Sprint decided to just shut off my phone. Justifiably frustrated I demanded that the situation be addressed, or I would be forced to change companies. I was told that to turn my phone on they would need payment in full (and that included the current month which wasnt due for another week), and this is the beautiful part.
In the ever so condescending arrogant tone that Sprints Customer Service representatives take I was told make payment but if you want your phone disconnected Ill be happy to do that for you Needless to say, after an infuriating conversation where I was treated like a dreadful customer who hadnt made payment in months, I requested my phone be shut off. I can honestly say the only thing I regret, is not having shut my phone off sooner.
I do not blame the customer service reps in so much as I blame the company whose failure to inculcate even the smallest shred of understanding and service is grossly magnified.
I have never before written a letter of complaint to one of my vendors, and I hope to never again. Of course avoiding the entire Sprint Company from now on should most certainly help.
Sarah
Norwich, Connecticut
U.S.A.
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