Sprint's customer service - another horror story
i have had really bad experiences with sprint's customer service. please dont argue that some xyz company has worse customer service than sprint. that doesnt make sprint any holier. read on if u feel like hearing somebody crib...
* i have NEVER reached a rep without being on hold forever. and if i'm calling with a grievance, the rep i 1st reach is not able to help me i'm being transferred to another rep - which involes more hold time, and so on and on. more than once, a rep has asked me if she could put me on hold, and before even i could respond no, she put me on hold anyway.
* i always call them using *2 from my cellphone. in my opinion, it is very unfair to charge airtime for talking to customer service. given their average hold time, i have wasted thousands of minutes till date simply waiting to speak to a rep.
* i called about terminating my service yesterday and i was finally able to reach the cancellation department after an hour of holding... only to be told that they were upgrading their computer systems and that i must call them back after 4 hours.
* i called them last week to find out when my contract was expiring, and they told me 31-dec-2003. i was very relieved and i signed up with at&t. when i called sprint again to terminate my service after 31st december, they told me that my contract was expiring only in june 2004. i asked to speak with a supervisor who agreed to waive the cancellation fee of $150. he said he would put in a note on my account saying he was waiving the fee, and he transferred me over to the cancellation department. and they wouldnt do it. their reason: the note means nothing! my options now: either i pay them the 150 bucks or i transfer my account over to somebody.
* i just cancelled my service with sprint. i asked them to discontinue my service after my current billing cycle(ending on 02-jan-2004). i asked the rep specifically, twice, although i'm calling to cancel my service today the 29th december, if my phone would remain active until jan 2nd. she said yes it would remain active. that was the last call i made from my phone. it has stopped working now. i'm paranoid about calling them to fix it because i'm sure they would mess up the billing, renew my contract and do all kinds of nonsense. the worst part is, i'm being charged for the entire billing cycle, until the jan 2nd, and i have tons of minutes remaining, and my phone is dead!
* i have been with sprint for 3 years now and i havent had a single pleasant experience with their customer service department. they have messed up my billing so many times. every time i have had to call them with a problem, their apparent "solution" has only caused even more troubles for me. i guess their coverage is not so bad but their customer service... simply sucks!
from my experience, i have come to the conclusion that either:
1. sprint has the world's most poorly trained customer service reps (and/or)
2. sprint has the world's stupidest people working as their customer service reps (and/or)
3. sprint has the worst policies towards customers and the reps are just doing their jobs (ie, what they are told).
if i were a call center rep working for sprint, i would quit simply for the reason that so many people in the world hate me!
* i have NEVER reached a rep without being on hold forever. and if i'm calling with a grievance, the rep i 1st reach is not able to help me i'm being transferred to another rep - which involes more hold time, and so on and on. more than once, a rep has asked me if she could put me on hold, and before even i could respond no, she put me on hold anyway.
* i always call them using *2 from my cellphone. in my opinion, it is very unfair to charge airtime for talking to customer service. given their average hold time, i have wasted thousands of minutes till date simply waiting to speak to a rep.
* i called about terminating my service yesterday and i was finally able to reach the cancellation department after an hour of holding... only to be told that they were upgrading their computer systems and that i must call them back after 4 hours.
* i called them last week to find out when my contract was expiring, and they told me 31-dec-2003. i was very relieved and i signed up with at&t. when i called sprint again to terminate my service after 31st december, they told me that my contract was expiring only in june 2004. i asked to speak with a supervisor who agreed to waive the cancellation fee of $150. he said he would put in a note on my account saying he was waiving the fee, and he transferred me over to the cancellation department. and they wouldnt do it. their reason: the note means nothing! my options now: either i pay them the 150 bucks or i transfer my account over to somebody.
* i just cancelled my service with sprint. i asked them to discontinue my service after my current billing cycle(ending on 02-jan-2004). i asked the rep specifically, twice, although i'm calling to cancel my service today the 29th december, if my phone would remain active until jan 2nd. she said yes it would remain active. that was the last call i made from my phone. it has stopped working now. i'm paranoid about calling them to fix it because i'm sure they would mess up the billing, renew my contract and do all kinds of nonsense. the worst part is, i'm being charged for the entire billing cycle, until the jan 2nd, and i have tons of minutes remaining, and my phone is dead!
* i have been with sprint for 3 years now and i havent had a single pleasant experience with their customer service department. they have messed up my billing so many times. every time i have had to call them with a problem, their apparent "solution" has only caused even more troubles for me. i guess their coverage is not so bad but their customer service... simply sucks!
from my experience, i have come to the conclusion that either:
1. sprint has the world's most poorly trained customer service reps (and/or)
2. sprint has the world's stupidest people working as their customer service reps (and/or)
3. sprint has the worst policies towards customers and the reps are just doing their jobs (ie, what they are told).
if i were a call center rep working for sprint, i would quit simply for the reason that so many people in the world hate me!
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kjam said:
* i always call them using *2 from my cellphone. in my opinion, it is very unfair to charge airtime for talking to customer service. given their average hold time, i have wasted thousands of minutes till date simply waiting to speak to a rep.
!
Just for everyones record, *2 does not use airtime.
*4 (to check minutes) does.
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If they continue to bill you for time you are not using the phone because it has been disconnected I would file a complaint with your local Better Business Bureau. They can not charge you for something you can not use. Something I have heard from customers who have used Sprint was that the CS was the worst they have ever had. Keep you head up not all companies are that bad.
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Skins56 said:
Keep you head up not all companies are that bad.
What else whould you expect a Verizon employee to say?
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Well, Verizon IS #1 in Customer Service, so I would say they have room to talk 🙂
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And becuz he is a Verizon employee makes a difference how?? I am a Verizon Wireless Employee, AND an EX-Sprint PCS employee.. And Even *I* think Sprint needs to do something about customer care.. I myself have never had a rude customer service experience, except for with their Collections Dept.. But Collection Depts are suppose to act that way.. that it universal LOL!
Thing is, no matter what trouble I have had with my account, I never acted pissed off on the phone, and was ALWAYS treated with respect. To few people who post this "Horror" stories, NEVER tell exactly HOW they acted during the call, only how the rep acted. And most of the ime a reps rude behavior is triggered by the customer acting arrogant or rude first, becuz they are not...
(continues)
Thing is, no matter what trouble I have had with my account, I never acted pissed off on the phone, and was ALWAYS treated with respect. To few people who post this "Horror" stories, NEVER tell exactly HOW they acted during the call, only how the rep acted. And most of the ime a reps rude behavior is triggered by the customer acting arrogant or rude first, becuz they are not...
(continues)
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Well my main job here is to supervise CS reps. I am a team lead for about 15 reps and handle escalated calls all day. I can tell you that sometimes it is the fault of the rep because they seem to get an attitude and are quick to judge a customer. They seem to think all customers are alike and believe me as part of the management team you notice when the same people give you irate customers all the time, and it is addressed. This is one of the main reasons we are number one in CS. One of the other reasons is we teach our reps to "think outside the box". They are owners of the business and we teach them to act like it. Basically make whatever decision you feel is necessary to correct the problem.
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I ported my service from ATT to Sprint more than 2 weeks. My clients who else using ATT wireless calling me with different area code number, they will hear a message "you input a wrong code number..." or some landline number with a message "this number you dialed is no longer in service."
I called Sprint few times to create so-called trouble ticket number to solve the problem. Insofar, none, is none can be resolved. The problem still there, ticket numbers still opening there too.
Called Sprint, the rep told me same story, said ATT not updated the software when they porting to Sprint or did I cancel the account with ATT? Of course, I sure did confirm with ATT. I called ATT, they told me not their problem, is Sprint routing problem. ...
(continues)
I called Sprint few times to create so-called trouble ticket number to solve the problem. Insofar, none, is none can be resolved. The problem still there, ticket numbers still opening there too.
Called Sprint, the rep told me same story, said ATT not updated the software when they porting to Sprint or did I cancel the account with ATT? Of course, I sure did confirm with ATT. I called ATT, they told me not their problem, is Sprint routing problem. ...
(continues)
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It's most likely AT&T problem.. They are the biggest problem maker in LNP right now.. And No campany will give you anything for lost business.. It was YOUR choice to port, Not thiers. If it was that important to you, I woulda wait till the kinks have been worked out under this new system.
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BBB is NOT the weay to go it is a FOR profit company so lets say sprint gives them a little money they say that sprint is god. Your best bet is to contact the FCC at least the FCC can slap them with a fine.
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