Sprint Customer Service
Ok, this happened to me a while ago and i need to vent this about my experience with Sprint CS.
I had a customer who ported their number from T-mobile to Sprint then to Verizon within 2 hours. Now the customer didnt tell me they just ported from tmobile onto sprint less then an hour before So right from the getgo you know this is gonna have problems. Well the port was not working out so I called T-mobile customer service and they gave me their port center they say that they pushed it through to sprint and now i had to go through them.
I then call sprint and tell the CS rep the situation and they say, " awww hell no" (under their breath) "let me transfer you"
Time spent thus far with sprint 1 minute
I then get a nextel Business support person. He transfers me after me explaining the situation several times.
Time spent thus far with sprint 18 minutes.
I get a sprint tech person on the phone, who tries to say i need to call tmobile when we are discussing what happened; i insist i dont so he calls and puts me on hold for 20 minutes, he comes back and says "I was wrong please hold"
Time spent thus far with sprint 50 minutes
I get transfered to the spanish speaking department. My customer is from Ireland and neither of us know spanish, AND the spanish speaking rep doesn't speak good english, yet somehow gives me the best information i received and was the most helpful. WOW. So I get transfered to a supervisor
Time spent thus far with sprint 60 minutes
I get transferred to the supervisor in the spanish speaking reps center. Great person and says i need to hang up and call a certain number to their port center. I do
Time spent thus far with sprint 72 minutes
I call the number and the person says, i cant speak to you i need to speak with the customer, I go grab the customer from his 2nd smoke break. He is on the phone for about 10 minutes and gives me back the phone, and says "He asked what my name was and put me on hold, im gonna go have a smoke"
Time spent with thus far with sprint 82 minutes
I continue to stay on hold for another 10 minutes then the person comes back on and says I dont have any info on this customer, was it on the sprint side? So apparently i was given the Nextel port center. he is at least kind enough to transfer me finally to the correct department and laughs and says "good luck tryin to get this sorted out" as though he knew I was gonna have one hell of a time doing it.
Time spent thus far with sprint 95 minutes.
I finally am at the port center and they say they need the last 4 of the customers social again. i give it to them, they say its wrong. customer shows me his ID and SS card and a credit card. They say its wrong. They transfer me to a supervisor.
Time spent thus far with sprint 105 minutes
Superivsor tells me its correct and transfers me right back to the same person
Time spent thus far with sprint 108 minutes
Rep says sorry and then puts me on hold. Comes back in 10 minutes and says the number is now released and i should call my port center or resubmit the port request.
Time spent thus far with sprint 125 minutes
I call my center and they say that the number wont come over I call sprint back and they say the account was just terminated and cancelled about 10 minutes ago by the customer who is in my store. Thye proceed to tell me that the number cannot be retrieved and that I should have properly sumbitted my port request and they hope thats not the service I will be providing THEIR customer. I proceed to spend over an hour going through the same stuff trying to save this number for my customer.
Total time spent with sprint before customer walked out of my store with a new phone number
200 minutes
I hate sprint/nextel 👿
I had a customer who ported their number from T-mobile to Sprint then to Verizon within 2 hours. Now the customer didnt tell me they just ported from tmobile onto sprint less then an hour before So right from the getgo you know this is gonna have problems. Well the port was not working out so I called T-mobile customer service and they gave me their port center they say that they pushed it through to sprint and now i had to go through them.
I then call sprint and tell the CS rep the situation and they say, " awww hell no" (under their breath) "let me transfer you"
Time spent thus far with sprint 1 minute
I then get a nextel Business support person. He transfers me after me explaining the situation several times.
Time spent thus far with sprint 18 minutes.
I get a sprint tech person on the phone, who tries to say i need to call tmobile when we are discussing what happened; i insist i dont so he calls and puts me on hold for 20 minutes, he comes back and says "I was wrong please hold"
Time spent thus far with sprint 50 minutes
I get transfered to the spanish speaking department. My customer is from Ireland and neither of us know spanish, AND the spanish speaking rep doesn't speak good english, yet somehow gives me the best information i received and was the most helpful. WOW. So I get transfered to a supervisor
Time spent thus far with sprint 60 minutes
I get transferred to the supervisor in the spanish speaking reps center. Great person and says i need to hang up and call a certain number to their port center. I do
Time spent thus far with sprint 72 minutes
I call the number and the person says, i cant speak to you i need to speak with the customer, I go grab the customer from his 2nd smoke break. He is on the phone for about 10 minutes and gives me back the phone, and says "He asked what my name was and put me on hold, im gonna go have a smoke"
Time spent with thus far with sprint 82 minutes
I continue to stay on hold for another 10 minutes then the person comes back on and says I dont have any info on this customer, was it on the sprint side? So apparently i was given the Nextel port center. he is at least kind enough to transfer me finally to the correct department and laughs and says "good luck tryin to get this sorted out" as though he knew I was gonna have one hell of a time doing it.
Time spent thus far with sprint 95 minutes.
I finally am at the port center and they say they need the last 4 of the customers social again. i give it to them, they say its wrong. customer shows me his ID and SS card and a credit card. They say its wrong. They transfer me to a supervisor.
Time spent thus far with sprint 105 minutes
Superivsor tells me its correct and transfers me right back to the same person
Time spent thus far with sprint 108 minutes
Rep says sorry and then puts me on hold. Comes back in 10 minutes and says the number is now released and i should call my port center or resubmit the port request.
Time spent thus far with sprint 125 minutes
I call my center and they say that the number wont come over I call sprint back and they say the account was just terminated and cancelled about 10 minutes ago by the customer who is in my store. Thye proceed to tell me that the number cannot be retrieved and that I should have properly sumbitted my port request and they hope thats not the service I will be providing THEIR customer. I proceed to spend over an hour going through the same stuff trying to save this number for my customer.
Total time spent with sprint before customer walked out of my store with a new phone number
200 minutes
I hate sprint/nextel 👿
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Solution: First, tell your customer he's an idiot for not deciding what carrier he wanted before switching to Sprint. 2 ports in 2 hours i do believe is a record. Second tell them sprint said thanks, we are all filled up on stupid customers here.
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SwillVZWagent said:...
Ok, this happened to me a while ago and i need to vent this about my experience with Sprint CS.
I had a customer who ported their number from T-mobile to Sprint then to Verizon within 2 hours. Now the customer didnt tell me they just ported from tmobile onto sprint less then an hour before So right from the getgo you know this is gonna have problems. Well the port was not working out so I called T-mobile customer service and they gave me their port center they say that they pushed it through to sprint and now i had to go through them.
I then call sprint and tell the CS rep the situation and they say, " awww hell no" (under their breath) "let me transfer you"
Time spent thus far with sprint 1 m
(continues)
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"I had a customer"....
You should already have the appropriate Port Number is your a corporate rep. A few errors on your part, for not calling the right department from the start. But nonetheless not a good experience for both parties. All in all its not a difficult situation, but sorry you had to go thru that!
You should already have the appropriate Port Number is your a corporate rep. A few errors on your part, for not calling the right department from the start. But nonetheless not a good experience for both parties. All in all its not a difficult situation, but sorry you had to go thru that!
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Well im not a CS rep...I work at an agent store. and the story is true. I believed i was being pushed around because no one knew what to do
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All the same you should have assigned a temporary VZW number for the customer and handled the port separately.
We have had T-mobile reps give false account numbers many times however which slows down the porting process.
We have had T-mobile reps give false account numbers many times however which slows down the porting process.
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We need to get you off the team, you give us a bad name, there are procedures in place, and you did not use a single one.
I hate you 👿
I hate you 👿
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drake said:
We need to get you off the team, you give us a bad name, there are procedures in place, and you did not use a single one.
I hate you 👿
Exactly!
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but I work at a verizon agent...not for you 🤨 but again read my newer replies...i dont hate sprint as i said i dont like your customer service. Your phone service itslef is underrated and i hate that your plans are so cheap now...but verizon is still better 😉
Just thought i would share this funny story. I wasnt ever really mad because it was a slow day and after it was over i was laughing my ass off with my buddies from other stores about it
Just thought i would share this funny story. I wasnt ever really mad because it was a slow day and after it was over i was laughing my ass off with my buddies from other stores about it
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First off....my apologies for the lengthy wait with CS. That sucks. I have spent countless hours on hold during my long go retail days with issues and it just plain sucks.
Secondly, sorry a few folks misunderstood you. You have to understand the combative nature of us loyal Sprint folks here in PS that post regularly. We get bashed a ton for things that often are wrong and unfair.
Third, your positive attitude is appreciated.
Last and most important, port issues are a pain in the A$$. I dont care what company it is. Since VZ's hostile takeover of Alltel, any time I port a business customer over we have to wait for days, sometimes up to two weeks for that jumbled mess that is Alltel to release the number. Something folks dont realize...
(continues)
Secondly, sorry a few folks misunderstood you. You have to understand the combative nature of us loyal Sprint folks here in PS that post regularly. We get bashed a ton for things that often are wrong and unfair.
Third, your positive attitude is appreciated.
Last and most important, port issues are a pain in the A$$. I dont care what company it is. Since VZ's hostile takeover of Alltel, any time I port a business customer over we have to wait for days, sometimes up to two weeks for that jumbled mess that is Alltel to release the number. Something folks dont realize...
(continues)
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Was this actually from alltel/verizon or are these numbers from Trust markets? Trust markets (the ones still running alltel ads) are a completely different company from the portion verizon bought.
And in order for a takeover to be hostile, it has to be without board approval (buying up stocks to get a controlling interest) I'm pretty sure the people who bought alltel a few years ago said they did so to rework the company for sale (I could've swore I read an article about it... kinda like the firm that bought Chrysler).
I agree with the customers who port twice bit..
My favorite was a customer I had that we ported over from Sprint... we spent over an hour on the phone with the port in department to get everything working and th...
(continues)
And in order for a takeover to be hostile, it has to be without board approval (buying up stocks to get a controlling interest) I'm pretty sure the people who bought alltel a few years ago said they did so to rework the company for sale (I could've swore I read an article about it... kinda like the firm that bought Chrysler).
I agree with the customers who port twice bit..
My favorite was a customer I had that we ported over from Sprint... we spent over an hour on the phone with the port in department to get everything working and th...
(continues)
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Never fails the ridiculous requests customers make, huh?
This is actually not a trust market to my knowledge. I would like you to pm me and elaborate if you don't mind Menno.
Thanks!!! 😁 😁
This is actually not a trust market to my knowledge. I would like you to pm me and elaborate if you don't mind Menno.
Thanks!!! 😁 😁
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i cant understand how people like that work in sprint if we have a lot of metrics to care our quality and customer satisfaction i hope those reps take a training 😳
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I am also sorry you had to go through so much to get the request resolved. I am sorry that our agent said that under their breath. I do work for Sprint as Retail Store Support and we work so hard to not hear people say "I hate Sprint CS" and when someone doesn't own up and just simply say "I can't help you but I will find out who can since you have been trying to get this resolved for so long". Wow that was hard huh!!!??? 😛 But seriously - sorry you went through that and thank you for level headed about it. I would hope any future contacts to Sprint will be better.
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I gotta say. Lately sprint has stepped it up when i have dealt with them. Even doing good enough to take my sale away from me a couple times 😡 . That was an extraoridnary situation, which ticked me off at first but i found super humorous later on. It also helps that I transferred to a store where Verizon has by far the best coverage and everyone has money to spend. So I have to do very little work with othe carriers now.
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I completely understand. We all have those situations where you are just like "Is this really happening, has everyone just gone insane (or stupid)?!!", but all you can do is just get through it then laugh it off later.
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