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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kapil
The Kapil
join:2000-04-26
Chicago, IL
| 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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jc100
join:2002-04-10
| 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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mindfrost82
join:2003-04-19
Cortland, IL
| reply to jc100
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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