jc100
join:2002-04-10
3 edits |  Spring REALLY HAS BAD CUSTOMER SERVICE / BILLING
I've been a Sprint Customer since Early 1999. That's quite a while and some customer loyaly, ay?. Anyway, in this time I've switched ONLY once to try cingular for a MONTH. The reason? Customer Support. Sprint has VERY GOOD service. They are reliable for the most part. I mean, as reliable as one can get. I like the free roaming. I love the tv / radio on my phone. So what's the problem.
Sprint screws up my bill NONSTOP. It's been like this for a LONG TIME. I've been charged 50+ Dollars for roaming then told its not included. After arguing they see I have it and credit. Yet, it takes a few hours to sort.
Sprint charges me for the WRONG PACKAGES, REMOVES THEM, or OVERBILLS. This has been NONSTOP ISSUE. I have to call EVERY MONTH only to have the person make a BIGGER MESS. Sprint outsources their help to a company called Teleperformance. Well they aren't performing me a service. If I had a dollar for every call I got to sprint and 2 dollars for each hour I was on the phone, I'd be a RICH MAN.
End Result. I've been left Calling the Attorney General in the past, who got my problem Sorted for a year. Now, I am complaining again as I've had it with my bill. Sprint has good service but their customer support and billing is crap. I spend 140 a month for a family package with this company and have been with them 10 years. I am so almost ready to leave for good this time OVER the above. |
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Matt
Take me down to the paradise city
Premium
join:2003-07-20
Jamestown, NC
 ·North State Commun..
|  I'd be laughing
Between the word "kerfuffle" and the fact that this could EASILY have been a satire article, I should be laughing. 
Sadly, this is true and that just makes it sad. Yay Sprint?
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Linux Haters Unite! |
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expert007
join:2006-01-10
Buffalo, NY
| "kerfuffle" caught my eye too. Never came across that one before.
If today is "Make Up Your Own Words Day", I submit my invention: wimblytimbly.....as in "After a long night of drinking and debauchery, I feel a bit wimblytimbly this morning. |
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kapil
The Kapil
join:2000-04-26
Chicago, IL
| reply to jc100
Re: Spring REALLY HAS BAD CUSTOMER SERVICE / BILLING
It's gotten a whole lot better. It really has. Not only is "regular" customer service better, but in the event you need to escalate your concern, they have a whole army of "executive escalation" people to help you.
Plus little things like emailing confirmations every time an account change is made, following up when promised help a lot
It's not where it needs to be, but it's getting better. In my opinion, their customer service is better than AT&T and T-Mobile now.
But, perception always lags reality and for many people perception IS reality...and therein lies Sprint's problem.
Give them a chance. They're trying very hard.
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»www.DumbLogic.com |
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kapil
The Kapil
join:2000-04-26
Chicago, IL
| reply to expert007
Re: I'd be laughing
»www.timesonline.co.uk/tol/life_a···8949.ece
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»www.DumbLogic.com |
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NY Tel
Premium
join:2004-04-09
Smithtown, NY | reply to expert007
Never heard of kerfuffle? That's because you don't hang around with a "foofey" crowd.  |
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jc100
join:2002-04-10
| reply to kapil
Re: Spring REALLY HAS BAD CUSTOMER SERVICE / BILLING
I noticed the Emails when changes are made. It's a good touch. Still, they need to LEARN how to sort issues. I don't know HOW MANY supervisors I've spoken with or HOURS I've been on the phone. For about a year to 1.5 yrs after the Attorney General got involved, I had a correct bill. The past 2 or 3 months it's returned to the same crap I experienced for about 1-2 yrs prior. In those 1-2 yrs, I had to call MONTHLY to fix my service. Now, I am having to do the same again. I am totally unwilling to go through these hoops. This isn't me being unreasonable. I mean this is a customer who has had 10 years with one company. That's a LONG TIME considering Sprint has only offered Nationwide Wireless since 1995. I called this time around and I really hope this is the LAST CALL I MAKE. Otherwise, my next is to say Goodbye. My only real hesitation has been not wanting to buy new phones and the fact i LIKE their service itself.
Too bad Sprint CEO and Other Execs don't read this. I'm sure I speak for many customers. You won't find a better description of this companies downfalls. I'm sure that I'm not the only horror story. I wonder how many customers they have had who stuck it out this long. If my experience is any bit reflective of their service, I'd say not many. I know sprint has a VERY HIGH turnover rate. I have also asked people who used this company, and they tell me similar stories. Therefore, I know it's not just me. |
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kapil
The Kapil
join:2000-04-26
Chicago, IL
| Go to consumerist.com and search for Sprint's "consumerist hotline" number. It goes to their executive and regulatory services department. They will help you. If your matter can't be resolved in one call, they will give you a case number and a direct contact number and the same person will follow up with you.
You've been there and with them for all the crap, why not give them a chance to redeem themselves? Especially since the grass isn't really any more green with any of the other carriers.
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»www.DumbLogic.com |
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Karl Bode
News Guy
join:2000-03-02 | reply to expert007
Re: I'd be laughing
But "kerfuffle" is real!
»dictionary.reference.com/browse/Kerfuffle |
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Rob2647
join:2008-08-12
Rochester, MI | Sprint gets too much crap.
I'm a Sprint/Nextel customer, and not had an issue with billing or their customer service. The few times I have had to call customer service they have been very helpful and kind. |
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LineNoise
join:2006-06-25
Bolingbrook, IL
·AT&T Midwest
| No Improvement
I came over from Nextel and I never had any billing issues until I ported to the Sprint side for the Curve. I would have been the first one out in front defending Sprint and Hesse. I honestly have not seen one improvement in Customer Service. I had another account that had a billing issue since day one, i'd call in every couple of months and get a credit, til finally Saturday they flat out refused and said "Cancel the line". That doesn't sound like improving customer service to me.
Hey Hesse, you wanna improve customer service? Drop all your contracts with the insanely horrible outsourced call center and bring some Jobs back to America. Not only will it improve your image, but you'll get people that can think for themselves, not read from a flowchart. |
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Do Right
@comcast.net | reply to Rob2647
Re: Sprint gets too much crap.
I hope it works because we tried the old survey cards when I was there and that was a joke... I miss my job.. It was fun being in management there.. Good luck Sprint.. U will need it.. |
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Do Right
@comcast.net | reply to Rob2647
I see you deleted my post.. Did I say something wrong? I do not think so as it was all true.. Sorry I offended u.. |
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danclan
join:2005-11-01
Midlothian, VA
 ·Verizon FIOS
| reply to LineNoise
Massive Improvement
Ive been with Sprint since day 1 and have had few issues. The issues I did have were during the Nextel Merger. Since then every time i have called not only do I get a live person but superior service and call backs.
I for one have noticed a massive improvement in service and response. They have gone out of their way to solve the problem then and there on the phone.
I received a callback from an executive after I wrote a letter regarding how well my billing and new phone issues were all resolved. They wanted to personally notify the person who handled my call to reinforce the fact that good service pays. |
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mindfrost82
join:2003-04-19
Cortland, IL
| reply to jc100
Re: Spring REALLY HAS BAD CUSTOMER SERVICE / BILLING
You might try using their email feature on the website. The e-care reps are ALOT more competent than the phone reps. Anytime I need to change my account, I send an email to e-care. I've been with Sprint since about 2000 and have NEVER had a billing issue.
Everybody's experience is different though. T-Mobile always wins the award for having the best customer service, and yet they screwed me over and I got a $2000+ bill one month because they didn't explain the area-wide plan I was on. So my experience with them was horrible, but my experience with Sprint has been generally good. |
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SteveLV702
Premium
join:2004-04-22
Henderson, NV
·Clearwire
| Jumped Ship
when I was with sprint everytime I needed to call them which was atleast once a week they couldn't even find my account. I would be put on hold for atleast 3-4 hours while they find the 1 person in the entire company that has access to the new billing system. As when I was with them they had 3 different billing system.
Sprint's Old Billing System
Nextel's Old Billing System
Sprint/Nextel's New Hybrid Billing System - the one I was in the nobody has access to.
Come on now put everyone on one billing system and just use the one... I jumped ship to AT&T and haven't been happier... |
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splat1622
join:2008-09-08
Cave Spring, GA
| I agree I had the same problem,also when sprint took over the service went to hell never had as many lost calls in my life.voice mail would come in 1 or two days later,couldn't get service hardly anywhere in my area,and it was great before the takeover.the only thing that would work was the direct connect,but you could forget the phone service,and their customer service was awful,so sprint doesn't get my money anymore verizon wireless does.sorry sprint too little too late |
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OSUGoose
join:2007-12-27
Columbus, OH
clubs: | reply to LineNoise
Re: No Improvement
hate to break it to u, but telepeformance has call centers in the usa too! |
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mindfrost82
join:2003-04-19
Cortland, IL
| reply to splat1622
Re: Jumped Ship
People like to blame Sprint for problems after they took over Nextel, but in reality, that's the direction Nextel's network was headed in before the merger. They were at or near capacity and had no room to expand and service was getting worse before the merger. Most people just blame Sprint for the problems, but in reality they just bought the problems and got the finger pointed to them, which really hurt their image.
The merger was a bad idea by Sprint in terms of the iDEN network, but it was a great idea for the fact that they were able to greatly expand their CDMA network by adding panels to existing iDEN sites. I guess they just had to take a hit to get that benefit. |
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mindfrost82
join:2003-04-19
Cortland, IL
| reply to SteveLV702
Unfortunately that's the problem with the mergers of large companies. It takes time to merge everything and train everyone. That's part of the reason customer service has improved recently, everyone is on the new billing system now regardless of which service they have.
Oh, and I'm sure you weren't on hold for 3-4 hours, I don't think anyone would stay on hold that long.
Everyone is on the same billing system now by the way. I know AT&T and Cingular had the same growing pains when they merged too. |
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