Where do I begin. I have been a Sprint customer for approximately three years. I was incredibly satisfied with my service until recently - when I actually needed customer service! When I renewed my contract, added a line, and upgraded phones, you would have thought that everyone I talked to, and there were several people, had just started their training as customer service agents. I kid you not, I must have spent 5 hours on three or four different occasions trying to straighten out one customer service blunder after another. Too many phones coming, no order for the phones found, billed several hundred dollars when the upgrades were suppose to be free, etc. I simply couldn't believe the lack of knowledge and the communication breakdown between customer service agents.
Finally, after approximately one month and several hours of phone calls, things finally straightened around. However, my issues were not resolved until I contacted the cancellation department and threatened to leave.
All was wonderful with Sprint for about three weeks, that's when I need them again. Our brand new phones (2 of the 4) started to malfunction. I was pleasantly surprised when they agreed to send two new phones to me, and a return kit for the others. However, little did I know that once again, there was a communication breakdown. The girl only sent me one return kit and told me to put two phones in the mailer. Upon reading the directions, it stated that posivitely only one phone should be enclosed. I called AGAIN and ordered two new return kits (now the first one was ruined), and only received one in the mail. Keep in mind, these phones need to be returned within thirty days or I'm charged for them. So, I ripped open the sealed mailer, recycled it, and returned both phones.
I knew better than to expect proper handling, so before my bank account was deducted for payment (I HAD it on automatic draft), I called Sprint customer service AND utilized the on-line service to double check my statement balance.in both instances, I was reassured that the proper credits had been made and my new corrected balance was $91.00. I decided the day my payment was due to check my bank balance, and low and behold another communication breakdown. My bank account was deducted $453.08. That is $362.08 over what was suppose to come out. When I called, I was told that I would need to wait until it posts (apparently people actually think Sprint will give them money) and then an investigation will ensue. After that, a check will be cut and a refund mailed! It would take approximately 2 weeks to receive my refund!
I don't know about anyone else out there, but I'm a teacher. $362.00 is a lot of money. I am now concerned about checks bouncing and bills not getting paid.
Let me tell you, I wilto stay with Sprint until my contract expires, but I'm stuck. It's only because I'm stuck. If their customer service doesn't improve, I will be sure to keep spreading the word, and I encourage others to do the same. The more we get this out, the less others will have to deal with such inadequacy.
I can't imagine who's teaching their customer service representatives, but I think they had better find someone else. This is despicable.
I intend to call corporate tonight. I was given two numbers and they are as follows: 703 433 4000 and 913 794 0000. As of this point, I don't know if they're legitimate, but I hope it helps. Maybe if we start calling corporate then they'll hire more competent trainers.
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