I don't usually take the time to do this, even when I feel it is necessary. But Sprint should not be in business and if this will help someone in the future from being taken advantage of then I feel its worth the time. To start, I have been with Sprint for almost 2 years. I have had absolutely horrendous customer service since day 1. Some examples of this are sprint store staff pretending to know what they are talking about, employees lying to increase sales, managers not taking action for their incompetent employees and telling me I am the problem, and device insurance problems.
Lets get to the first issue in detail. I was having a problem with my device and I considered it unusual being that the phone was less than 4 weeks old and supposedly "the best phone on the market right now." I brought it to the store and an employee, after merely looking at it for about 30 seconds, told me what the problem was and that he could fix it. I'm not a smartphone expert but I know people who are and this seemed odd. Anyway, He took my phone into the back room and told me it would take 5-10 mins as he was checking for software bugs. I would later find out from someone who worked for sprint as a sales rep that they are trained to bullshit you so you will spend money, as almost everything has a fee behind it. When he brought my phone back he told me that the issue had been resolved and would not offer an explanation as to what the issue was. He repeatedly told me that this service usually costs $35. I told him that it was absurd to charge me because my phone was so new. He seemed frustrated at my argument but "because I was being patient" he'd waive the fee. I smelled bullshit and shook my head as I had realized what it was that I had really signed up for for 2 years. I thanked him and walked out of the store. Within 4 minutes I realized that my phone was having the same problem and that nothing had been resolved. Strike one.
The second big issue came from a manger that I was complaining to. I had been lied to by another employee about my insurance policy on my device. I wasn't surprised that I was lied to for the benefit of sales, but I was certainly pissed off as a customer. I explained this to the store manager and told him I felt angry and asked why should I continue to pay for a service where I'm being taken advantage of.instead of doing the manager thing and try to professionally and courteously resolve the problem, he decided it was best to tell me that I am uneducated as a consumer and that I brought this problem on my self. Apparently he and everyone else that works for sprint are the most honest, nice and caring people in the service industry and everyone they sell products to are mentally retarded pests that come in with meaningless complaints. Strikes 2 and 3. And just in case you're wondering, he did not actually refer to me or other consumer as mentally retarded but the way he worded it he may as well have. Further on this complaint, I was so embarrassed by the way this guy treated me that I had to call the customer service line to complain about him. I did and was assured that the company does not tolerate any sort of behavior like that and that they would make this right by me. A week and a half later I was walking into a neighboring store and while walking past I noticed the same manager talking with a customer. I guess he'd really been dealt with. And not one person since this incident a year ago has tried to make anything right by me. Only more bullshit.
The most recent problem came a couple of days ago. I called to inquire about some excessive charges on my bill and of course they all checked out for one thing or another. Before I go further, I upgraded my device back in august and paid $50 for an early upgrade fee and $200 for the new phone. Back to the call. Towards the end of my conversation with the customer service rep, I decided to ask what the exact date of the last day of my contract was.instead of some day in January I was told August. I asked why and he told me that when I upgraded my phone it automatically signed me up for another 2 years. I was furious at this and explained to him that in the entire time I was looking at new devices not 1 person told me about this. I went to further explain that the day I purchased my new device I asked specifically about the auto renew and was told by the salesman that no, it does not auto renew. That is a lie. A pretty big lie at that. Mathematically, it's a lie that's going to cost ME a minimum of $450 or 2 years and $2500. I explained this to the rep and he could have not cared less. He transferred me to account services where I was told that it was my fault for not knowing and the only way to get out of the 2 year was to pay the difference in the price of the phone without the upgrade price. That price is $450.
On another side note before I end this, Sprint has the worst coverage I have ever seen. I have a 4G LTE device but there is no 4G LTE anywhere to be found. It was supposed to come in October to the Charlotte area. There is barely any 4G wimax signal. Verizon, T-Mobile, and Virgin are all way better. They also have no contract plans for half the price and double the options and coverage. Bottom line, if you like constantly spending money on poor service and enjoy being treated like scum, Sprint is the company for you. I will do whatever it takes to keep people from signing a contract with these thieves. Thanks for reading and I hope I saved you money, time and frustration.
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