Recently active topics in Sprint

I signed up for a $150 unlimited voice/data plan in August. I recently was billed for an amount that far exceed that amount. After several cycles and hours with Sprint customer service, I finally reached the cancellation department. The rep told me she did not want to cancel me (huh?). The plan was not available to me in my area (although someone in a Sprint store sold it to me) and that she would try to find an area that the plan was available - forcing me to change my number. What?????? She said she would call me back this morning but I didn't hold my breath. No call today.

*If* my statement date is the 15th of every month, and *if* I signed up for electronic billing, then *why* do I not have my Sprint PCS bill by the 16th, nor the 17th, nor the whatever next reasonable -teenth date would be for this document?

What, are they using abacuses and dromedaries to compile my statement? Fingers and toes? How hard can this transaction be in the 21st century?

SPRINT SUCKS!!! I've been a LOYAL customer for 6 years and all they do is void there contract every month! Ive just renewed my wife and I cell phone contract with sprint for ANOTHER (2) YEARS in Feb. The deal was $59.99 and we got power vison for free and a 15% discount.
Plus my wife get a 23% corp. discount..which is a 38% total discount, so if you do the math..IT'S....$59.99+$14.00 for insurance for both phones which comes to..$73.99+7% sales tax..comes to $79.16. Now $79.16 - 38% discount..come to $49.08. Now being a little generous with some added taxes...MY BILL SHOULD'NT BE ANY MORE THEN $53.00. So when i got my first bill in march it was $52.87. GREAT!! But every bill up till now has been over $63. So i pay the bill and called sprint!! i have spent up to 8 hours on the phone trying to resolve the issue, i have called every month to get a $10 credit thats owed to me that keeps growing and to get the billing corrected. Every time i call they say they have fixed it and it wont happen again and still to this day they havent fixed it and it keeps on happening. THIS IS A STRAIGHT UP VOID OF CONTRACT!!! NOTHING ELSE!!!
AND YOU KNOW IF I CANCEL I'LL BE CHARGED $250 BECAUSE I VOIDED MY CONTRACT.
SOMEBODY PLEASE HELP!!!!

I am sure that this comes to no surprise to the BBB, as Sprint is rated at an all time low. Their new CEO Dan Hesse has just made the situation worse by further agitating paying customers. It is as if Sprint has locked me in a cage and is poking me with a shocking device. I had agreed to remain a Sprint Nextel customer in return for a plan they gave me. They offered to give me a family plan with unlimited minutes that can have 5 lines sharing the unlimited minutes. I was going to cancel within the first 30 days, but decided against it after the excellent offer. Now I go to add a line to my account for 10 dollars, and an additional 30 dollars for a blackberry plan but of course this plan is no longer being offered (rubbish) and they will not hold up to their end of the agreement to allow up to 5 lines on this PLAN. I would like to cancel my services but am now bound to a contract which they will not hold up their end of. Is this fair. Of course not. But as Sprint like to put it F me, right Sprint?

Sprint charged me over $1,800 over a 2 year period without any record of ever recieving it. Doing the corporate 2 step dance.

Sprint customer service is anything but. After calling their c.s. number, punching a bunch of responses, givng them my phone number and finally getting to talk to a live person (for whom I had to repeat my telephone number again, even tho I just gave it to them seconds before), she disconnected me before she responded to my question. Carol was her name. Rather than call me back at the number I had just given her, she apparently just wrote me & my problem off. Now, I cannot get through because all representatives are busy. Thanks for nothing.

SPRINT SUCKS!!! I've been a customer for 6 years and all they do is void there contract every month! Ive just renewed my wife and I cell phone contract with sprint for ANOTHER (2) YEARS in Feb. The deal was $59.99 and we got power vison for free and a 15% discount.
Plus my wife get a 23% corp. discount..which is a 38% total discount, so if you do the math..IT'S....$59.99+$14.00 for insurance for both phones which comes to..$73.99+7% sales tax..comes to $79.16. Now $79.16 - 38% discount..come to $49.08. Now being a little generous with some added taxes...MY BILL SHOULD'NT BE ANY MORE THEN $53.00. So when i got my first bill in march it was $52.87. GREAT!! But every bill up till now has been over $63. So i pay the bill and called sprint!! i have spent up to 8 hours on the phone trying to resolve the issue, i have called every month to get a $10 credit thats owed to me that keeps growing and to get the billing corrected. Every time i call they say they have fixed it and it wont happen again and still to this day they havent fixed it and it keeps on happening. THIS IS A STRAIGHT UP VOID OF CONTRACT!!! NOTHING ELSE!!!
AND YOU KNOW IF I CANCEL I'LL BE CHARGED $250 BECAUSE I VOIDED MY CONTRACT.
SOMEBODY PLEASE HELP!!!!

This evening what should have been a simple chat with a Sprint CSR ended up with this little writeup after 2 hours or CSR hell, all of which I have in a chat log that is posted in it's entirety below.

The chat started out with simple confirmations about our plan and usage, then when I asked about Sprint's new "Everything" plan, that's where things got ugly. The CSR quoted me a price of $89.99 for the first line, and $84.99 for the second. Knowing that I saw the commercials for $99.00 I asked her to confirm that price again, and she did. I then asked her to sign us up. During this process she informed me that once I switched plans there was no going back due to the fact that they no longer offer our plan. I said that was fine and she went ahead making changes, during which time she informed me that she quoted me the wrong price. Now I can't go back to my old plan, and I don't get the price that they quoted me on the new plan so I am stuck paying for the original price "Everything" plan.

There is nothing I hate more then a company giving me inaccurate information about their own products and or services, and despite my best efforts to cover myself I still end up with the short end of the stick. Once I got to the point of letting the CSR's supervisor know that I would be posting this to GetSatisfaction he quickly wanted to end the chat session.

The part in question is that starting around 6:49:10 PM dealing with the "Everything" plan.

6:20:23 PM System Connected to sprint-ap1.cnxchat.com
6:20:23 PM System Session ID: 2588963
6:20:26 PM System Please hold and the next available agent will be with you shortly.
6:27:32 PM System Sheena has joined this session!
6:27:33 PM System Connected with Sheena
6:27:33 PM Sheena Thank you for contacting Sprint. My name is Sheena how may I assist you today?
6:27:54 PM Kyle Paul Johnson I just have a couple of generic service questions.
6:28:19 PM Kyle Paul Johnson First one being: Do calls to other sprint customers count against my minutes?
6:28:58 PM Sheena It depends if you have Mobile to Mobile in your plan.
6:29:05 PM Sheena For account verification, may I please have the 6-10 digit pin number on the account or could you please answer your security question for me?
6:29:41 PM Kyle Paul Johnson ******
6:31:53 PM Sheena I do apologize the pin provided was denied. Please answer the following Security Question:First elementary school?
6:32:13 PM Kyle Paul Johnson ***************
6:34:03 PM Sheena The security question answer was not valid as well. I do apologize, however to verify the inquired information I must access the account. I am unable to access the account with the proper authentication
6:37:13 PM Sheena Are you still available for chat?
6:38:01 PM Kyle Paul Johnson One moment.
6:38:08 PM Kyle Paul Johnson I am working on getting that information for you
6:39:19 PM Kyle Paul Johnson PIN ********
6:41:24 PM Sheena Thank you, the security answer you provided is correct. One moment while I access your account.
6:44:44 PM Sheena Mobile to Mobile is Included in your current Plan.
6:44:58 PM Sheena All calls made to a Sprint customer are free.
6:45:16 PM Sheena No minutes removed.
6:45:26 PM Kyle Paul Johnson Do minutes for calls that are incoming count against our total minutes?
6:46:14 PM Sheena Yes, that is correct.
6:46:43 PM Kyle Paul Johnson Does it cost minutes to talk to the Sprint CSR's?
6:48:24 PM Sheena Not when they are contacted using star codes. For example pressing *2 from the device to speak to a Customer Service Representative or *3 for Payment Options.
6:48:57 PM Kyle Paul Johnson Ok.
6:49:10 PM Kyle Paul Johnson next question.... on the Simply Everything plan....
6:49:10 PM Sheena Is there anything else I can assist you with today?
6:49:33 PM Kyle Paul Johnson Is there a limit on minutes with this plan?
6:50:21 PM Kyle Paul Johnson and... is there a family version of this plan, or would you have to pay the $99 per line?
6:53:30 PM Sheena There are three Simply Everything Plans. One with unlimited minutes, the others are 450 minutes and 900 minutes. There is not a Family Version, each line would be separate however the first line is $89.99, the second $84.99 and so on with a $5.00 discount on each line.
6:54:29 PM Kyle Paul Johnson Would you also get that discoutn on the unlimited plan, i.e. $99 for the first line, and $95 for the second line?
6:56:40 PM Sheena No, the first line is Full price. Now being offered at $89.99 and the $5.00 discount is applied to the other lines.
6:57:13 PM Kyle Paul Johnson Unlimited plan is now 89.99?
6:57:50 PM Sheena Yes that is correct.
6:58:59 PM Kyle Paul Johnson Last question. I am interested in the IPhone which is obviously only offered by AT&T. Are you able to offer me an sort of incentive to stay with Sprint rather then make that switch?
7:00:50 PM Sheena I do apologize, I am unable to provide special offers. I will need to transfer you to another department to inquire about that. I do apologize for the inconvenience.
7:02:05 PM Kyle Paul Johnson Can you switch our two lines then to the unlimited plan that we were just speaking about for $89.99?
7:03:05 PM Sheena Yes I am. Would you like it effective today?
7:03:23 PM Kyle Paul Johnson Yes please for today
7:03:51 PM Kyle Paul Johnson This will not prolong our contract any further correct?
7:04:40 PM Sheena That is correct. However, please be advised the current plan you are on is no longer offered; switching back will not be an option.
7:04:53 PM Kyle Paul Johnson that's fine
7:05:01 PM Kyle Paul Johnson Let's make the change on both lines please.
7:05:10 PM Sheena One moment while I process the changes.
7:08:16 PM Sheena Thank you for your patience, I will have the process complete in a few more moments.
7:08:32 PM Kyle Paul Johnson exellent
7:09:21 PM Sheena Thank you.
7:12:31 PM Kyle Paul Johnson ok, when we are done with that can i be transfered to the people who might answer the IPhone question?
7:13:41 PM Sheena Yes, No problem.
7:13:41 PM Kyle Paul Johnson oh... and i can use sprint navigation now for free as well?
7:14:16 PM Sheena You may use Sprint Navigation, however you must subscribe for $9.99 a month.
7:14:35 PM Kyle Paul Johnson So whats the free GPS all about?
7:17:21 PM Sheena I do apologize, due to Sprint Navigation being Included in your plan; you must subscribe,however, you wont be charged.
7:19:13 PM Kyle Paul Johnson So I have to subsribe to the 9.99 service, but won't get charged for it?
7:19:37 PM Sheena That is correct.
7:20:04 PM Kyle Paul Johnson ok.
7:21:37 PM Sheena Thank you for your patience, I will have that information shortly.
7:22:55 PM Kyle Paul Johnson ok, are you sending me to those other folks about the IPhone then?>
7:25:12 PM Sheena I do apologize, I misinformed you about the Simply Everything Plan. The first line is $99.99 and the second $94.99. I was looking at the prices incorrectly. I do apologize, for this inconvenience, Would like me to proceed?
7:26:50 PM Kyle Paul Johnson I specifically asked you the price twice, and now after you have switched me plans, and I can't go back, and no it's $20 more?
7:28:18 PM Sheena I do apologize for the inconveniences. I am able to fix this, I have not saved the changes yet. Would you like me to proceed?
7:30:08 PM Kyle Paul Johnson No leave it as is, however i do think I should get the 89.99 price you quoted as I did ask you, then qestion you on that price.
7:30:21 PM Kyle Paul Johnson and you confirmed both times.
7:32:03 PM Sheena I do apologize for the inconveniences as I misinformed you, however, that option is unavailable. I will be happy to leave the plans as they were. Would you still like to be transferred?
7:32:58 PM Kyle Paul Johnson Who am I being transfered to? Some sort of supervision?
7:35:13 PM Sheena You will be transferred to Account Services, the only department able to offer special incentative.
7:36:57 PM Kyle Paul Johnson Can I also talk to them about the quote you gave me and now retracted?
7:38:54 PM Sheena You may, if you would like.
7:39:07 PM Kyle Paul Johnson ok, please transfer me
7:40:30 PM Sheena One moment please.
7:45:35 PM Kyle Paul Johnson ?
7:48:17 PM Kyle Paul Johnson Hello?
7:48:51 PM Sheena I do apologize, please allow me a moment to notate the account.
7:53:57 PM Sheena I do apologize, at this time the department available to further assist you has closed. You may contact a live Customer Service Representative by dialing *2 from your device.
7:54:31 PM Kyle Paul Johnson There is no supervisor on duty in your department?
7:55:37 PM Sheena Yes, however they are unable to provide special offers, as they are a part of the same department.
7:56:08 PM Kyle Paul Johnson I would like to speak to them anyway please.
7:56:42 PM Sheena One moment.
8:02:31 PM Kyle Paul Johnson ?
8:02:49 PM Sheena Hello, my name is Jay, I am a Supervisor, allow me a moment to review your chat session.
8:04:00 PM Kyle Paul Johnson sure
8:05:55 PM Sheena Bare with me one moment, I am trying to get your old plan back for you. I do apologize, that you were mis-informed about the Simply Everything Plan.
8:06:45 PM Kyle Paul Johnson I am not really all that interested in the old plan, I am disputing the fact that I asked her twice about the cost of the plan, both times which she confirmed.
8:07:58 PM Sheena I do understand your frustration, I will make sure that she gets coached on this.
8:08:04 PM Kyle Paul Johnson not only did she confirm, I questioned if the price she quoted was correct and she said it was in fact correc.t
8:09:36 PM Sheena We do offer a plan that has pretty much the same thing for the price that she quoted, however, I do agree and she will be coached on this.
8:11:06 PM Kyle Paul Johnson I am not trying to be an a-hole on this, however i have been bruned enough times by CSR's giving me incorrect information, one of which almost cost me my home, so I am not very tollerant of getting inaccurate information from the company itself.
8:12:52 PM Sheena I completely understand, there is not a way to get the Simply Everything Plan for the price that she quoted, because the system will not allow a discount with that plan since it is already discounted at a deep discount.
8:14:38 PM Sheena The Simply Everything Plan is $99.99 for the first line and then $94.99 for the second line.
8:15:21 PM Kyle Paul Johnson Are you familiar with getsatisfaction.com?
8:16:23 PM Sheena I am not familiar with that site.
8:18:03 PM Sheena Do you have any further questions?
8:18:07 PM Kyle Paul Johnson Sprint has it's own reps that respond to this site, and I do appretiate your training your CSR's further, but again I do hold businesses to their word, so I will be submitting a complaint against Sprint's Customer Service to this site.
8:18:44 PM Sheena Do you have any further questions?
8:19:30 PM Kyle Paul Johnson Thanks again for your time, and I guess I will be talking to Sprint via other avenues.
8:19:39 PM Sheena Thank you for contacting Sprint. Our goal is to make your chat experience a great one. There will be a survey after this chat that you may fill out to advise us of how we are doing. Please disable all popup blockers before this chat session ends to ensure you are afforded the opportunity to participate. Should you have any additional feedback or comments you would like to provide regarding your chat or chat agent, please send us an email at: sprint.customerappreciation@connextio.... If you would like a copy of this transcript please press either the print button at the bottom of this session or the copy button to copy/paste into the word processing program of your choice.
8:19:49 PM System Sheena has left this session!
8:19:49 PM System The session has ended!

I recently canceled my long distance account as I do not use it any more and they are claiming I cannot receive the $150 credit on my account since it is non-refundable.

Here is the gist of the problem.

Last fall my roommate made calls home to Sweden and racked up an impressive $250+ bill for only a few minutes since the effective rate was something like $2-5 a minute.

Once I received the bill I called sprint and they were more than willing to adjust the bill and put me on an INTL plan as I had never had this issue before. That was nice of them.

This re-rate took 3 weeks and in the meantime I had to pay the bill to avoid late fees. They said I would then get the credit back since their payment system does not allow partial payments online.

A few months later I realized no one had used the phone in 2 months, so I called to cancel and get my refund. Unforetunately, this credit back can not be given as a refund despite them saying it could.

Next I asked who can fix this. They claimed "research" could look at it, but only offered a fax number and I have had no response. In addition, they need to receive the data back from research, but they claim they don't coordinate with them. They said they could not contact research directly either.

I am very confused as this is an overpayment that they are claiming in non-refundable. I refrained from getting upset at this and politely moved up the supervisor chain. I believe it was the Florida call center. Despite conversations, I was unable to get any help.

Sprint lost me as a PCS subscriber who paid close to $120 a month for 6 years because they were not responsive. This is even more ridiculous.

I have been a loyal customer of sprint for more than 5 years but I am very frustrated with them right now. Two weeks ago one of my phones broke through no fault of my own. It just stopped working. I went to the repair center local to me and let them know. I pay to have maintenance and insurance on all three of my phones.
They told me it could not be fixed and they would get me a replacement in 3-5 business days. It has been 2 weeks and still no phone. THe manager will not return my calls and the employees tell me maybe tomorrow. They say they cannot call anyone they do not have a number. I called customer service and they told me to call the insurance provider. The insurance provider wants to help but would have to charge me $50 when it would be free through the local repair center.

So here I sit with no phone - which I still have to pay for by the way and no one will help me. I am giving this 24 hours and I will call Verizon or ATT and see if they want my business. I am that fed up. I have always told people how great sprint has been and got my family to switch to them. Now I will tell everyone how awful they are. I have already started. So hopefully someone will notice this and help me solve this issue. I feel cheated by Sprint, they take my money but won't live up to their end of the deal!