A chat with Sprint

jason81 · Dec 22, 2010

I called sprint today because of some very slow data speeds. I was told that 4g would be in my area by the end of 2010..... about 9 days from now. The interesting thing is that there is no 4g anywhere in my state..(oklahoma), and I do not live in a major city.... so i told here I was skeptical about her claim. Then she told me the funniest thing. "you can trust customer service".

I have included the trascript for your amusement.

12:59:10 PM :

Connected to sprint.ehosts.net

12:59:11 PM :

Session ID: 1734529

12:59:11 PM :

jason reynolds: Initial Question/Comment: very slow data speeds

12:59:17 PM :

Alisha K has joined this session!

12:59:17 PM :

Connected with Alisha K. Your Reference Number for this chat session is 1734529.

12:59:17 PM :

Thank you for contacting Sprint. My name is Alisha K.

1:00:07 PM :

Alisha K: I am happy to help you. Please give me a moment to look into it.

1:01:04 PM :

Alisha K: You are facing slow data speeds with your Line # 918-xxx-xxxx. Right ?

1:01:28 PM :

jason reynolds: i have been having very slow data speeds on all three phones on my account. Two of these are evos, for wich I pay "premium data fees". I feel that this is rediculous. my old samsung moment pulled faster speeds that I have ever seen on the evo, and it had no extra fees.... i'm really getting tired of it.

1:02:32 PM :

Alisha K: I have refreshed all your devices remotely. This refresh re register your phone again on the Sprint/Nextel network and your all temporary network files will automatically get deleted and this will delivers you enhanced Voice services .

1:03:23 PM :

Alisha K: Please power cycle your phone by removing its battery and turn it on after two minutes.

1:03:30 PM :

jason reynolds: thats all wll and good.... But every so often i have to contact you about this issue.... they refresh something.... and things are better for a few days... then.... same problems again

1:04:32 PM :

Alisha K: This time I have refreshed your complete phone and device and now you will not face this issue again.

1:04:42 PM :

Alisha K: Please be assured of that.

1:04:57 PM :

jason reynolds: i'm doubtful

1:05:15 PM :

jason reynolds: what exactly is the 10 dollar fee for???

1:05:17 PM :

Alisha K: I am really sorry for your confusion.

1:06:32 PM :

Alisha K: The $10.00 charge is for the rich data experience that HTC EVO™ 4G provides whether in 3G or 4G Sprint network.

1:07:00 PM :

Alisha K: It will provide you unlimited data usage while in 3G/4G Sprint network.

1:07:21 PM :

jason reynolds: how is that??? as i said my samsung moment had faster data speeds than I have ever seen on the Evo....so what is so rich??

1:07:33 PM :

jason reynolds: I was already on unlimited data

1:07:57 PM :

Alisha K: I am really sorry for this inconvenience.

1:08:27 PM :

Alisha K: You will also have 4 G services in your area by the end of year 2010.

1:09:23 PM :

jason reynolds: really??? right now there is no 4g in the state that I live in... so you are saying that 4g will come on line in my state in the next 8 9 days???

1:09:32 PM :

jason reynolds: *9 days

1:10:03 PM :

Alisha K: Yes, it is correct and then you have faster speed of 3-6 Mbps.

1:10:33 PM :

Alisha K: Then you have Peak Download Speed of up to 10 Mbps.

1:11:13 PM :

jason reynolds: wow..... i just dont see it going from no 4g anywhere in the state... to 4g in my area in just a few days.... i dont even live in a big city

1:11:32 PM :

Alisha K: I understand that as well.

1:13:18 PM :

jason reynolds: do you have a link to anything saying that 4g is coming?

1:13:48 PM :

Alisha K: I am sorry but we are not equipped with such links.

1:14:03 PM :

Alisha K: But you can trust on the customer services.

1:14:23 PM :

jason reynolds: right..... well.... thank you for being no help at all.

intense · Dec 22, 2010

Nice. But you may want to edit your phone number out of there.

AndroidSPCS · Dec 22, 2010

Surprise surprise LOL

Rigmaster · Dec 22, 2010

It's possible to not know about coverage and then have it without notice. Trenton NJ and some suburbs have 4G, and it just sort of happened. I called to find out about 4G in Mercer County and was repeatedly told "it's probably going to happen, but for now you'd have to be in range of towers that serve Philadelphia and it suburbs." Turns out, Sprint wasn't kidding. I have 4G right now. One day nothing, next day full bars and top speed.

Hope that's the OP's experience in a short while.

4G matters most to me when I'm in NYC, Philly, or other major metro cities. The call and surf comes in very handy. Nothing like being able to give real-time updates on location to the person you're talking to and eventually meeting. It's helped me because when there have been a few traffic jams, the locals have been able to get me through routes and neighborhoods that GPS never would do.

AndroidSPCS · Dec 22, 2010

To be fair to Sprint chat they are doing a pretty tough job so I wouldn't expect them to know everything. But most of the time they do resolve my issues and are very nice to boot. There are rare exceptions but things like this are really just things that happen, not just on Sprint but any carrier, or any business.

intense · Dec 22, 2010

I hear a lot about sprint support being pretty bad, but honestly, I did not feel the support the OP received was bad. The CSR tried to assist him and then told him what information she was told. Also I felt the CSR stayed professional throughout the chat.

isaemm · Dec 22, 2010

Just go to clearwire's website and check the 4g coverage.

jason81 · Dec 23, 2010

isaemm said:
Just go to clearwire's website and check the 4g coverage.

The clearwire site doesn't even show any 4g coming soon to oklahoma.

isaemm · Dec 23, 2010

jason81 said:
The clearwire site doesn't even show any 4g coming soon to oklahoma.

Sorry to hear that. I hate it when the reps give me the wrong info and when you talk to the next rep they have no idea what you are talking about.

eieio · Dec 23, 2010

jason81 said:
The clearwire site doesn't even show any 4g coming soon to oklahoma.

What are you using to gauge that your data speeds are slow? A speed test app or is the phone internet running slow?

BenChase7 · Dec 23, 2010

Speed test apps are not typically known for their accuracy. The best way to assess your speeds are to simply check how web pages are loading and video is streaming.

badankles · Dec 24, 2010

love the answer at point '1:06:32 PM', doesn't it look like a straight copy-n-paste? i'm sure they get a lot of these type of questions.

i'm sure the phone reps have it printed out and displayed right next to the phone, too.

Fonseca · Dec 25, 2010

intense said:
I hear a lot about sprint support being pretty bad, but honestly, I did not feel the support the OP received was bad. The CSR tried to assist him and then told him what information she was told. Also I felt the CSR stayed professional throughout the chat.

I agree, in my opinion, the OP was trying to get a rise or something out of the CSR, kudos to them (plus no need for that parting shot when you exited the chat).

silencer271 · Dec 26, 2010

oklahoma isnt scheduled for 4g till early 2011(and even then most likely its okc then tulsa then lawton).. and I am assuming the OP is in oklahoma due to his area code.

android91 · Dec 26, 2010

I don't understand what the OP was trying to accomplish. The CSR does not set the prices and associated fees. They are there to give out information. Being rude to a CSR is "rediculous" (check you spelling when you try and bait a helpless rep) in itself. They are there to solve problems, not debate with you.

jason81 · Dec 26, 2010

android91 said:
I don't understand what the OP was trying to accomplish. The CSR does not set the prices and associated fees. They are there to give out information. Being rude to a CSR is "rediculous" (check you spelling when you try and bait a helpless rep) in itself. They are there to solve problems, not debate with you.

Really... you don't understand??? I went to chat because the data on all three of my phones has been running very slow. This is a recurring problem, an I am getting sick of it. My samsung moment pulled faster data speeds that I have EVER seen on my Evo. I also inquired about the $10 fee, because it is supposed to be for a "better data experience", and that is when the rep outright lied to me, and said I would have 4g by the end of this year.

I'm so sorry I baited the helpless LYING Sprint rep.

Fonseca · Dec 26, 2010

jason81 said:
Really... you don't understand??? I went to chat because the data on all three of my phones has been running very slow. This is a recurring problem, an I am getting sick of it. My samsung moment pulled faster data speeds that I have EVER seen on my Evo. I also inquired about the $10 fee, because it is supposed to be for a "better data experience", and that is when the rep outright lied to me, and said I would have 4g by the end of this year.

I'm so sorry I baited the helpless LYING Sprint rep.

The $10 is for a richer data experience. Sorry that your phone is running slower than your Moment; if you want, take your phone into a service/repair center and see if something else is going on with your phone. The CSR refreshed the device, that is as far as they can go. If you feel like it is a bigger problem, get the phone checked out. There was still no need to be rude to a person trying to help you out.

jason81 · Dec 27, 2010

Fonseca said:
The $10 is for a richer data experience. Sorry that your phone is running slower than your Moment; if you want, take your phone into a service/repair center and see if something else is going on with your phone. The CSR refreshed the device, that is as far as they can go. If you feel like it is a bigger problem, get the phone checked out. There was still no need to be rude to a person trying to help you out.

I know.... She was really trying to help me out by lying to me.

Fonseca · Dec 27, 2010

jason81 said:
I know.... She was really trying to help me out by lying to me.

She refreshed the device, that is the limit that she can do, you goaded her into telling you that, and then you had a parting shot at the end. Get over it. Like I said before, if you feel like it is a bigger issue, bring it into a service/repair center.

jwp1223 · Dec 28, 2010

To the OP....way to be a dick....

Maybe if you didn't live in BFE Oklahoma it would be a bit better.

RoboMonkey · Dec 28, 2010

jason81 said:
I know.... She was really trying to help me out by lying to me.

Hmmm how do we know you're not the one lying about your phones speed?

Screen shot of a speed test on your phone or it aint true.

intense · Dec 28, 2010

jason81 said:
I know.... She was really trying to help me out by lying to me.

I understand that you're pissed about your data speeds. I also understand that you feel the CSR lied to you. If her training information shows or showed at one point that 4G would be available in your area at the end of the year, then she wasn't lying to you. However, things change and nothing goes to schedule. So, rather than assuming she lied to you, think that maybe her information is outdated.

As mentioned by Fonseca, go to a service/repair center and see if they can fix your issues. Or, go to a sprint store and test between the display model and your phone, to see if they are comparable speeds. If they aren't, then you can show the results to the people in the store and see what they can do.

Seddy · Jan 3, 2011

Jeez! Did you have to be such a dick to the rep? She helped you by refreshing your phone and answering all of your questions (which have been answered hundreds of times on this forum already). Did you ever stop to think that the slower data speeds were caused by them upgrading the towers in your area?

And if you think your speeds are slow, how bout you take a trip to Shreveport LA and get in on this good 1xRTT. I guarantee you'll never complain about slow speeds again. :rolleyes:

twospirits · Jan 4, 2011

Folks, cool it with the calling each other names. It won't be tolerated.

As for the issue at hand, I agree that the OP seemed to be a bit harsh. CSR can only do so much. Truth be told, if your Moment is faster than the EVO then it would seem that the EVO is defective, since both are on the same network. Take it in to a corporate store and have them service it.

TS

John Lupo · Dec 8, 2014

So, jason81, update us: did you ever get your 4G coverage? If so, when? These details will reveal if the CSR was lying. Whether she was or not, you're not there to completely know if she was bs'ing you, had outdated information or something else. She really wasn't nasty to you, so you had no right to take out your frustration on her. In all honesty, you should apologize to her by simply calling Sprint and telling them what happened. Give her name, give yours and tell them you said you were sorry.

A chat with Sprint

Well-Known Member

Newbie

Android Expert

Android Expert

Android Expert

Newbie

Android Enthusiast

Well-Known Member

Android Enthusiast

Android Expert

Android Expert

Android Expert

Android Enthusiast

Well-Known Member

Newbie

Well-Known Member

Android Enthusiast

Well-Known Member

Android Enthusiast

Android Enthusiast

Android Expert

Newbie

Android Enthusiast

AF's janitor

Lurker

BEST TECH IN 2023

Smartphones

Best Android Phones

Upcoming

Best iPhones

Upcoming

Tablets

Best Tablets

Upcoming

Laptops

Best Laptops

Upcoming

Televisions

Best TVs

Upcoming

Game Consoles

Best Game Consoles

Upcoming

Wearables

Best Wearables

Upcoming

Smart Home

Smart Home Tech

Upcoming

Similar threads