Sprint Customer service is so bad!!

[BatarangMoses]

Ive been dealing with them about a misprint on my bill, and have had what seems like countless people tell me something then the next guy tell me something different. I was so fed up that i.....i...*gulp* ordered an iPhone4...please dont hate me android community!

 

[autorail1]

It must be your approach/delivery of your issue.

Ive been dealing with them about a misprint on my bill, and have had what seems like countless people tell me something then the next guy tell me something different. I was so fed up that i.....i...*gulp* ordered an iPhone4...please dont hate me android community!

 

[BatarangMoses]

No, theyre just pretty incapable.


EDIT: My rep at At&t was beyond nice and was way more helpful than the nimrods in the sprint store ever were. I remember when 2.1 came out on the Hero, and I asked if I could upgrade there and the guy made some lie up claiming it was delayed 3 weeks... I (an 18 year old kid) knew more about Sprint than the SPrint employee haha.

 

[novarider]

What was the missprint? I had one and called them and they corrected it instantly. Good luck with the terrible reception of att network

 

[autorail1]

I would drop sprint like it is hot and never look back then.

No, theyre just pretty incapable.


EDIT: My rep at At&t was beyond nice and was way more helpful than the nimrods in the sprint store ever were. I remember when 2.1 came out on the Hero, and I asked if I could upgrade there and the guy made some lie up claiming it was delayed 3 weeks... I (an 18 year old kid) knew more about Sprint than the SPrint employee haha.

 

[BatarangMoses]

That is what i did. Hello Apple tyrany!

 

[autorail1]

But your still in love with android right?

That is what i did. Hello Apple tyrany!

 

[dwayne]

It must be your approach/delivery of your issue.

I had horrid customer service w/ ATT (I was a business customer as well) and nothing but great experiences with Sprint.

iPhone4 is a nice phone, enjoy the $150/month plan though.

 

[Oridus]

I had horrid customer service w/ ATT (I was a business customer as well) and nothing but great experiences with Sprint.

iPhone4 is a nice phone, enjoy the $150/month plan though.

I'm going to end up having an iPhone4 (or maybe an AT&T Captivate seeing as it's one of the few Android devices AT&T has), but I won't have to pay a $0.10 (see what i did there?) for it per month.

 

[dsarch21]

I have called C/S a few times and everything was handled professionally and quickly, sorry you had a bad experience, good luck w/ATT

 

[RetiredFinally]

I had premium sprint tv on my account for 3 months before I noticed that my grandchildren added and when I called they credited my account for the 3 months with no question. I hope you like dropped calls and crappy signals with AT&T/Apple, my daughter has one. Good Luck!

 

[Oridus]

I had premium sprint tv on my account for 3 months before I noticed that my grandchildren added and when I called they credited my account for the 3 months with no question. I hope you like dropped calls and crappy signals with AT&T/Apple, my daughter has one. Good Luck!

It all depends on the area. I have several friends in my area who get fantastic AT&T coverage.

 

[sitlet]

Yea, anytime i've ever had a problem with my bill, it was taken care of immediately. Even when I didnt notice it for months, they would credit my account for the past months.

What was your problem with your bill? Assuming you are a new customer, you probably had a higher bill than usual for your first month, which is normal.

 

[Complex757]

Yeah, they're good until you have to actually deal with them. I almost went running two years ago, when dealing with my blackberry. I received poor service in two different stores, and ended up calling to complain about one of them. I try my best to never go in the Sprint stores or call. I normally end up sending e-mails so I have documented proof of responses.

In getting my Evo I learned what Sprint store is the best to go to in my area.

 

[stainlessray]

this reminds me of all the threads with people talking about bestbuy. some hate them and get terrible C\S, some love them and get great C\S. I believe it doesn't matter what the company is. it always comes down to the people you get in front of you, or on the line.... combined with the way you approach them and add in a bit of company policy.
a company is NOT as good as the sum of it's parts, it's only as good as the PART right in front of you, or talking on the phone, or answering the email.
these forums should be required reading for customer service reps. it's a great way to see how people really perceive the way things went.

 

[tmaxey1]

As a previous iphone customer and being a sprint customer since the hero was launched i can give my opinion of customer service.....

Sprint leaves much to be desired. I probably spoke to the rudest lady I have ever talked to at sprint. I called in for battery issues on the palm pre on my account. The customer service rep transfered me to tech support. The tech support person said they couldnt help me and transferred me to Retentions.(didnt even know i was being transferred their, though it was getting a tech support rep who could help me). The retentions rep immediately transferred me to a retention manager. Never asked to speak to a manager in any area. Still didnt even know i was speaking to a retentions rep. So i am on the phone with this rude retentions manager, i am asking her questions to help me fix the issue i was having with the Pre. She wouldnt let me speak. She kept cutting me off offering to cancel my account and bill me for the ETFs. I never said i wanted to cancel and didnt even understand why this tech support manager was offering this. She wouldnt even give me her name.

I ended the call and emailed dan@sprint.com about what happened.
This is how i found out she was a retentions manager. I cant ever say good things about sprint customer service when they allow a women like that to be a manager of the most important area in customer service. I never asked to or wanted to cancel my account with Sprint until i spoke to her.

I never had an issue like this with the iPhone. In fact att would go out of their way to make the iphone customers happy. They realize iphone customers are the reason they have the jobs they have. Att as a whole really kisses the butts of iphone customers.

I am sticking with sprint to at least the end of my contract. And i love the evo. I dont plan to go back to iphone ever. But i have not made a final decision on sprint. I was terribly disappointed with how sprint handled my calls.

The pre on my account has the Roam only hack applied to it so if i want to get out of my contract with sprint i could just switch it to roam only and make tons of calls and use tons of roaming data and sprint will cancel my account with no ETF..... Just not sure yet.

I'm usually a customer that never calls CS for anything. But if i am sold a phone that doesnt work properly (the pre fits that description big time) then i expect the company i am paying 130 a month to will care enough to make sure it works properly. At sprint the feeling is that once you buy a phone they are done with you. Except for collecting your money each month.

 

[stainlessray]

As a previous iphone customer and being a sprint customer since the hero was launched i can give my opinion of customer service.....

Sprint leaves much to be desired. I probably spoke to the rudest lady I have ever talked to at sprint. I called in for battery issues on the palm pre on my account. The customer service rep transfered me to tech support. The tech support person said they couldnt help me and transferred me to Retentions.(didnt even know i was being transferred their, though it was getting a tech support rep who could help me). The retentions rep immediately transferred me to a retention manager. Never asked to speak to a manager in any area. Still didnt even know i was speaking to a retentions rep. So i am on the phone with this rude retentions manager, i am asking her questions to help me fix the issue i was having with the Pre. She wouldnt let me speak. She kept cutting me off offering to cancel my account and bill me for the ETFs. I never said i wanted to cancel and didnt even understand why this tech support manager was offering this. She wouldnt even give me her name.

I ended the call and emailed dan@sprint.com about what happened.
This is how i found out she was a retentions manager. I cant ever say good things about sprint customer service when they allow a women like that to be a manager of the most important area in customer service. I never asked to or wanted to cancel my account with Sprint until i spoke to her.

I never had an issue like this with the iPhone. In fact att would go out of their way to make the iphone customers happy. They realize iphone customers are the reason they have the jobs they have. Att as a whole really kisses the butts of iphone customers.

I am sticking with sprint to at least the end of my contract. And i love the evo. I dont plan to go back to iphone ever. But i have not made a final decision on sprint. I was terribly disappointed with how sprint handled my calls.

The pre on my account has the Roam only hack applied to it so if i want to get out of my contract with sprint i could just switch it to roam only and make tons of calls and use tons of roaming data and sprint will cancel my account with no ETF..... Just not sure yet.

I'm usually a customer that never calls CS for anything. But if i am sold a phone that doesnt work properly (the pre fits that description big time) then i expect the company i am paying 130 a month to will care enough to make sure it works properly. At sprint the feeling is that once you buy a phone they are done with you. Except for collecting your money each month.

Point taken. I was with att for over 2 years and never had a reason to call C\S, except when my wifes phone freaked out cus she needed a firmware upgrade. it got handled. however, i've called sprint no fewer than 6 times, and always get responsive, friendly people. i even had a tech support person call me from her personal cell while she was off, to find out if my problem was remedied.

 

[tmaxey1]

Point taken. I was with att for over 2 years and never had a reason to call C\S, except when my wifes phone freaked out cus she needed a firmware upgrade. it got handled. however, i've called sprint no fewer than 6 times, and always get responsive, friendly people. i even had a tech support person call me from her personal cell while she was off, to find out if my problem was remedied.

She called you from her personal cell while off work? Wow. Are you sure she wasnt looking for a date? Details Details.

 

[Caloy]

this reminds me of all the threads with people talking about bestbuy. some hate them and get terrible C\S, some love them and get great C\S. I believe it doesn't matter what the company is. it always comes down to the people you get in front of you, or on the line.... combined with the way you approach them and add in a bit of company policy.
a company is NOT as good as the sum of it's parts, it's only as good as the PART right in front of you, or talking on the phone, or answering the email.
these forums should be required reading for customer service reps. it's a great way to see how people really perceive the way things went.

I agree with you, I've had great customer service at Best Buy here in Sugar Land. As of the moment, I haven't called Sprint C/S so I cannot comment on their service. But I'll recommend Best Buy in Sugar Land. Great guys over there!

The funny thing is I've only called a carrier's C/S with T-Mo. And they professionally took care of my issues. I never had a problem with Cingular nor Sprint so haven't called them up yet.

 

[Bennyhill]

I too am a former iPhone/Att user who converted when the Hero came out.

While I appreciate the iPhone for it's innovation and "just works" factor (really should say "just works as long as you do what we say" but that is another discussion) I really could no longer justify ATT's outrageously high prices. Not to mention their complete lack of 3g coverage.

As far as Customer service goes I think Att wins but only barly and this is mainly due to the fact that you get transfered to an iphone person for technical help when you call. While Sprint does have a few "bad apples" left in Customer Service, in general all you do when you get someone who is being unreasonable is just call back, really it works 9/10 times.

For me the main reasons to support/stick with Sprint over anyone else are:
1. Price (only T-Mobile is close in this category and there rural coverage BLOWS)
2. Openly touting 4G as truely "unlimited" this at a time when Att is cutting your kneecaps at 2gb of data.
3. 3g is at 5GB still with no additional "tiering" in sight (hello Verizon we know your going to screw us just like Att)
4. Price (did I mention that already?)
5. They "roam" on Verizon. Even though your roaming data is slow and limited, voice is not. So if you need to make a call or send an e-mail you can do it almost anywhere in the country and at almost 1/2 the cost of what Verizon will charge you. Good luck doing that on ATT or T-Mobile.

All that being said enjoy Att I'm sure your won't have any trouble...

 

[kamikazekyle]

I think it's just really hit or miss. I had *great* support when I was with T-Mobile. With Sprint about 5 years ago, the support reps were nice, but I still go screwed over. Their website reported inaccurate information about my contract, and the Sprint rep simply replied "I'm sorry, but we don't go by the website." Oh well, I'm getting a $90 payout that covered the ETF from a class action lawsuit.

When I recently called to port my AT&T number, the lady I spoke to was polite and got everything done quick and efficient. She scheduled a followup call to make sure everything went OK and to help me with anything else I needed on the phone, but missed the call. She did call the next morning first thing to apologize for missing the callback time and asked if there was anything she could do.

So, all-in-all, I've never really had a bad CSR on TMobile, Sprint, or AT&T. I've had more issues with corporate policies on AT&T and Sprint (back when) than I have with anything else. That, and AT&T's coverage/dropped calls/missed text messages.

 

[sitlet]

I normally end up sending e-mails so I have documented proof of responses.

I just record the call everytime I call in to CS, that way i have them on tape.

 

[erichg1000]

No, theyre just pretty incapable.


EDIT: My rep at At&t was beyond nice and was way more helpful than the nimrods in the sprint store ever were. I remember when 2.1 came out on the Hero, and I asked if I could upgrade there and the guy made some lie up claiming it was delayed 3 weeks... I (an 18 year old kid) knew more about Sprint than the SPrint employee haha.

Sprint is awesome. I have been with them for 12 years and have never had a different service. There have been issues, but everytime sprint has made things right. Your first mistake was probably going to the Sprint store. I have been in a Sprint store ONE time and turned around and walked right out. The employees at the store have to deal with raging idiots all the time so they are never in a helpful mood. Good luck getting service when a bunch of iphone users get together at your next Justin Bieber concert - too many iPhones in one area = no iphone gets service

A simple chat session from the website has resolved every issue I have had recently and I had a record of it emailed to me afterward. They even credited $78 back to me after I loaded one google map after I dropped my data plan (before I got the evo).

Sprint rocks. I have been paying $55 after taxes and fees for unlimited data and plenty of voice for the past 11 years, and just now because they released such a great phone were they able to get me off of a 1999 plan haha.

 

[JMD]

Customer service is something sprint has been working on (they recently just won an award - Sprint). Are you always going to get a good rep? No. Also you have to realize if you spend a reasonable (or for most of us way too long) amount of time on a site like this you will probably know more about android and the phone than the csr.

 

[Jonhern]

I too am a former iPhone/Att user who converted when the Hero came out.

While I appreciate the iPhone for it's innovation and "just works" factor (really should say "just works as long as you do what we say" but that is another discussion) I really could no longer justify ATT's outrageously high prices. Not to mention their complete lack of 3g coverage.

As far as Customer service goes I think Att wins but only barly and this is mainly due to the fact that you get transfered to an iphone person for technical help when you call. While Sprint does have a few "bad apples" left in Customer Service, in general all you do when you get someone who is being unreasonable is just call back, really it works 9/10 times.

For me the main reasons to support/stick with Sprint over anyone else are:
1. Price (only T-Mobile is close in this category and there rural coverage BLOWS)
2. Openly touting 4G as truely "unlimited" this at a time when Att is cutting your kneecaps at 2gb of data.
3. 3g is at 5GB still with no additional "tiering" in sight (hello Verizon we know your going to screw us just like Att)
4. Price (did I mention that already?)
5. They "roam" on Verizon. Even though your roaming data is slow and limited, voice is not. So if you need to make a call or send an e-mail you can do it almost anywhere in the country and at almost 1/2 the cost of what Verizon will charge you. Good luck doing that on ATT or T-Mobile.

All that being said enjoy Att I'm sure your won't have any trouble...

The 5gb cap is only for pc cards, all phones are unlimited on sprint 3g. That being said I would not be surprised if they did tier 3g like Verizon and ATT, and then said the premium data add-on was unlimited. Right now they are saying it is for the hardware capabilities of the Evo, not 4g