dgoner
Premium
join:2002-03-08
Bourbonnais, IL
 ·Sprint Mobile Broa..
| Cancelled Sprint MBB My Sprint Customer Service Experience
I finally received a bill outlining the new 5 GB cap. I called Sprint to cancel service this evening due to the drastic change in TOS. The first rep I spoke with, Jennifer, was polite up until I told her my reason for canceling. She was adamant that 5 GB was an extreme amount of bandwidth only a business could use... LOL. I politely disagreed with her informing her that I regularly download 5 - 10x that on my home comcast connection and that I consider myself a light user on that service. At this point she had to speak with her "supervisor". She came back on the phone insisting that I had not gone over 5 GB yet on my account and therefore could not cancel without incurring the ETF. At this point I politely informed her I am now recording the conversation and that I know my rights under their Terms & Conditions which they have now drastically changed... This when she abruptly told me she was ending the conversation and hung up on me.
I waited a few minutes and called back getting a new rep. I informed her that the call would be "recorded for quality assurance purposes." This rep was actually polite enough to inform me that it is against their policy to continue recorded phone calls and at least gave me a chance to end the recording to continue the conversation. She again went into her spiel about how only a business would use over 5 GB in a month and once again I politely disagreed. After the whole "supervisor" wait again I was finally informed that I could end my service without the ETF because of the change... Given Sprint's inept customer service I'm sure I have not seen the last of this battle but if they want to play games then the next step is to file a complaint with the Illinois Commerce Commission, Better Business Bureau, and my state attorney generals office. Hopefully those of you wanting to take this path don't get the same resistance but if at first you don't succeed call back and be firm with them. Maybe with enough cancellations they will rethink their policy. |
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sprintsucks
@arrowheadtrans.com | The horror stories I hear about Sprint's customer service never cease to amaze me. This company is driving itself right into the ground with boneheaded decisions. Are you reading this Mr. Hesse? |
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JGZinv
join:2006-09-26
Borden, IN | reply to dgoner
Anyway you can make a copy of the bill, black out the sensitive parts on the copy, and post it for the rest of the forum? |
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ninjatutle
Premium
join:2006-01-02
San Ramon, CA | »Re: Important information about unlimited plans |
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JohnnyG101
Mafiaoso
Premium
join:2000-12-25
Charlotte, NC
clubs: 
| reply to dgoner
A friend of mine attempted to cancel his account on Monday and had the same issue. The rep kept telling him that the cap was only for roaming and that since he has not roamed he could not cancel.
After a lengthy heated exchange he hung up and called back and got a polite woman who knew what she was doing and cancelled the account. |
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Kord
join:2006-10-27 | reply to dgoner
Why not just DL over the limit and let them cancel your account?
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I haven't failed, I've found 10,000 ways that don't work. |
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Jack_in_VA
Premium
join:2007-11-26
Mathews, VA
| reply to dgoner
So since many of you cancelled your SMBB accounts what are you using now? To have cancelled SMBB you must have had a better alternative with unlimited data for such a drastic action.  |
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ydoucare
join:2003-03-12
Rensselaer, IN
 ·Embarq
·Millenicom
·Sprint Mobile Broa..
3 edits | For me, there isn't a "better" alternative aside from not having a cap. The cap is simply a deal breaker. I'm not paying $60/month for 5 GB. There's no way I could go 2 straight months and avoid the cap. Sprint would just end up canning me anyways. I've been beta testing commercial software for quite some time, requiring regular downloadable updates, some rather large (500 MB+ at a time). I eat through 5 GB easy. The least amount i've transferred in a month in the last year is 5.98 GB. I don't quite understand your concern for people canceling their accounts. They're not you, and you're not them. If anything you should be happy, less network congestion for you.
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Asus P5N-E SLI|E4500|2 GB DDR2 800|8800GT|Audigy + Front Bay|Hauppauge PVR-150MCE|Vista Ultimate + XP Pro SP2 dual boot|Sony Vaio VGN-CR290|Sprint Mobile Broadband|Netgear WGR614v8 |
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dgoner
Premium
join:2002-03-08
Bourbonnais, IL
·Sprint Mobile Broa..
| reply to Jack_in_VA
I suppose I'd be pretty concerned about it if it was my only means of broadband connection but I'm lucky enough to be served by a 16/2 Comcast connection. With a 5 GB cap for $ 60 a month I would rather go to Verizon who serves my surrounding area much better or use wifi which seems to be plentiful in the cities I've traveled in. I don't know if Jack_in_VA works for Sprint but there are a whole lot of reasons to cancel your service when companies change their terms. It's about the only way we as the pee ons can stick it to the big company that lured a whole lot of people in offering "unlimited". Had they at least offered a higher cap then the competition I would have reconsidered. This having been my first experience with Sprint customer service I can say I'm glad I left. It is funny how concerned they are about recording phone calls. They were more concerned about the accountability that might bring them then to retain me as a customer. I'm thinking I should publicly post these recordings to show how shady this company really operates... |
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Jack_in_VA
Premium
join:2007-11-26
Mathews, VA
| reply to ydoucare
said by ydoucare  :For me, there isn't a "better" alternative aside from not having a cap. The cap is simply a deal breaker. I'm not paying $60/month for 5 GB. There's no way I could go 2 straight months and avoid the cap. Sprint would just end up canning me anyways. I've been beta testing commercial software for quite some time, requiring regular downloadable updates, some rather large (500 MB+ at a time). I eat through 5 GB easy. The least amount i've transferred in a month in the last year is 5.98 GB. I don't quite understand your concern for people canceling their accounts. They're not you, and you're not them. If anything you should be happy, less network congestion for you. I've been beta testing commercial software for quite some time, requiring regular downloadable updates, some rather large (500 MB+ at a time).
It appears to me that Sprint is trying to cull out those who are using MBB as a business connection.
You are right. I am happy for those users who have been suffering with low speeds caused by the huge 24/7 continuous down-loaders. Maybe now they will at least get some relief.
Sprint is no different than any other ISP. There are a minority that causes big problems for the company and the Majority of its customers. All are taking steps to control it. |
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Jack_in_VA
Premium
join:2007-11-26
Mathews, VA
| reply to dgoner
said by dgoner :I suppose I'd be pretty concerned about it if it was my only means of broadband connection but I'm lucky enough to be served by a 16/2 Comcast connection. With a 5 GB cap for $ 60 a month I would rather go to Verizon who serves my surrounding area much better or use wifi which seems to be plentiful in the cities I've traveled in. I don't know if Jack_in_VA works for Sprint but there are a whole lot of reasons to cancel your service when companies change their terms. It's about the only way we as the pee ons can stick it to the big company that lured a whole lot of people in offering "unlimited". Had they at least offered a higher cap then the competition I would have reconsidered. This having been my first experience with Sprint customer service I can say I'm glad I left. It is funny how concerned they are about recording phone calls. They were more concerned about the accountability that might bring them then to retain me as a customer. I'm thinking I should publicly post these recordings to show how shady this company really operates... I do not work for Sprint. |
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Lyshen
Premium
join:2002-05-28
Beverly Hills, CA
·Sprint Mobile Broa..
1 edit | reply to dgoner
I am going to cancel my service with Sprint soon too. I will then use AT&T as my MBB provider.
I already know that AT&T also has a 5 GB soft cap, but the only reason I signed up with Sprint is due to their unlimited use. With this cap, I know AT&T's MBB service is faster for where I live, so with both having the 5 GB cap, might as well go with the provider that has faster data service. |
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atlrus
join:2008-05-14
Atlanta, GA | reply to dgoner
You don't need to test software to go over 5GB easy. I just downloaded the latest patches for Battlefield 2142 for the total of 1.01GB |
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mrbouchez
@wcnet.org
| reply to dgoner
I can say from experience "Sprint customer service Blows!"
I signed up for a 2 year contract with Sprint wireless service. Changed my mind and canceled to try a different service due to the latency with Sprint. The other service then told me I'm unable to get their service so I called Sprint back to reconnect. It took 3 separate calls over 3 days, about 8hours with a phone to my ear and so many service reps that I lost count just to find out that they had changed my password when they reconnected my account.
The salt in the wound is that I live too far out for cable or DSL and am pretty much stuck with their service... |
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Fox McCloud
Crazy like a fox.
join:2006-07-23
·Embarq
·Sprint Mobile Broa..
| reply to dgoner
I'm sticking with them until the bitter end, but only because it's my only choice.
as it stands, it's stick with Sprint, or go back to dial-up (satellite is right out--I can't afford it, the caps are just as bad if not worse than Sprint, the latency is unbearable, and the speeds are worse, for the price, than Sprint's).
So I'll just continue doing what I always do, and when I get terminated, I get terminated.
Sadly, then, it'll be back to dial-up....the only bright side to this is that it'll be $8 cheaper per month, the latency will be more stable (albeit higher, around 187ms), and I won't have very many outages (I only had 2 inconvenient outages when when I had dial-up...the 3rd was an act of nature, literally).
--
"True Patriotism is more closely linked with dissent than it is to conformity and a blind desire for safety and security...I accept the definition of patriotism as that effort to resist abusive state power." -Ron Paul |
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dgoner
Premium
join:2002-03-08
Bourbonnais, IL
·Sprint Mobile Broa..
| reply to JGZinv
Sprint Bill |
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ydoucare
join:2003-03-12
Rensselaer, IN
·Embarq
·Millenicom
·Sprint Mobile Broa..
4 edits | reply to Jack_in_VA
said by Jack_in_VA :I've been beta testing commercial software for quite some time, requiring regular downloadable updates, some rather large (500 MB+ at a time). It appears to me that Sprint is trying to cull out those who are using MBB as a business connection. You are right. I am happy for those users who have been suffering with low speeds caused by the huge 24/7 continuous down-loaders. Maybe now they will at least get some relief. Sprint is no different than any other ISP. There are a minority that causes big problems for the company and the Majority of its customers. All are taking steps to control it. You think beta testing means I'm using it for a business or running a business? what? There is no compensation, and I'm not employed or employing anyone under any business.
Your logic is a little flawed there. |
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JGZinv
join:2006-09-26
Borden, IN | reply to dgoner
Thanks dgoner...
Wasn't that I wan in denial, I just wanted to see something from a second source and the billing date gives me an idea of what time period they are sending these out so I can expect one. |
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Lyshen
Premium
join:2002-05-28
Beverly Hills, CA |  reply to dgoner
Wow, I think I got lucky.
On the first call, got a CSR that knew what I was talking about and did not argue. Stated that he is using Sprint MBB as well. So basically cancelled my account and waived ETF without needing to consult anyone. |
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DustySilicon
join:2002-10-06
Oak Grove, MO
·Sprint Mobile Broa..
| reply to dgoner
I'm just waiting for my June bill and TOS changes to cancel. . . luckily I found a WISP that started service in my area. If Sprint did not impose the caps I'd never have been looking for another provider. (1MB down, 1MB up, pings in the 40's, and no hard caps -- soft cap at around 60GB which I can easily live with.)
Bye bye Sprint and your up & down service! |
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