Sprint Cell Phone Customer Service and www.sprintpcs.com

.

I'm complaining about Sprint Cell Phone National Customer Service.

My name is Mike Westerdal of Clearwater, FL

------------------------------------------------------------------------

On the evening of August 8th, 2007 I went online to www.sprintpcs.com

because I was interested in getting a new phone, upgrading my plan and

looking into a broadband card.

First I was greeted by an online chat associate. They were friendly but

were unable to help me upgrade my phone since Web site was experiencing an

error. She suggested I call the Sales Number.

I did so. I spent an hour on the phone with a SPRINT representative that

helped set me up with a broadband card for 9.99 plus an equipment tax.

Shipping and Handling was waived, and the acitivation fee was waved. He

took my credit card info and said I would be billed for Ten Dollars and some

cents. He asked me to hold one last time and I was disconnected.

I called back and a new representative answered the line. She explained to

me that the order did not go through. I told her I was given a confirmation

number and she said it did not show up on the screen as a completed order.

We began the process over from scratch, but she was not able to offer me the

same price. She said there would be a mail in rebate and that she I would

be billed a total of $38. I did not understand why the price changed but at

this point I was willing to pay an extra $20 to get off the phone. I had

been on the phone for over 1.5 hours.

After hanging up the phone I decided to upgrade my cell phone via the Web

site. I logged into my account, selected the LX160-LG. It said that I had

an instant online savings of 150 so that the price of the phone would only

be $30. I renewed my plan for 2-years and the shipping and activation fees

were waived via the Web promotion.

So far everything was satisfactory. However on the morning of Thursday

August 9th, my phone had been shut off due a charge of $307. My previous

balance was $176.54 which I had sent payment in for.

I wanted to find out what the charge for $307 was for since it was not there

the day before and it was not time for a new bill yet.

I dialed *2 and choose option 4. After a 45-minute wait a representative

answered the phone and said she could not see what the charge was for. She

said she would need to transfer me to billing. I waited on hold for

45-minutes longer without an answer and had to hang up.

I tried back one hour later. Dialed *2 than choose option 4. The

representative told me that I would need to speak to someone in billing but

that there was no way to transfer me. She instructed me to call

888-211-4727. I hung up and called with my house phone. I came to same

menu I came to when I dialed *2 on my cell phone. Again I chose option 4 to

speak to a representative. This time I told them I would need to be

transferred to billing. They told me the system was down and that I should

call back in one hour.

One hour later I called back again and asked to be transferred to billing.

The representative transferred my call and I waited on hold for 35-minutes

before being disconnected.

I waited until 8:30 pm to call back. After speaking to a representative

they told me again that I would need to be transferred to billing. I waited

on hold for 25-minutes before my phone suddenly disconnected again.

I called back one more time at 9 pm and asked to be transferred to billing.

Immediatelly someone picked up the phone. I explained that I had a

mysterious charge of $304 and wanted to know what it was for. She said she

would need to put me on hold to check. 10-minutes later she came back and

she asked me what my name and phone number was. I explained my problem

again and she said she would need to put me on hold again. She came back

10-minutes later and said she didn’t see any recent charges. I asked her why

than my phone has been shut off and online and when I call in it says I owe

$482? She said she would need to put me on hold again to check.

20-minutes later she picked up the line again and said my phone had been

shut off because I had overdue balance of $174. I told her I understand

that but wanted to know why a charge of $304 is showing online as “recent

charges”. She said she would put me back on hold and go check.

At 9:50 pm she returned and said she did not know what the charges were for.

I asked if I could please speak to a manager. I told her it was nothing

personal I had just been dealing with since the morning. She said a manager

would tell me the same thing she’s telling me. She said I could pay $174 to

turn the phone back on and I could wait until my new bill arrived to

determine what the $307 charges were for. It took another 15-minutes to

process my credit card payment. I was put on hold between each question.

Credit card number, address, city, zip code, expiration, billing address,

number again, zip code again.

It is now 10:15 pm and I have yet to speak to anyone that can answer me why

there is a recent charge of $304 and why my phone has exceeded it’s $450

limit.

This is the most frustrating customer service experience I have ever had to

deal with in my entire life. It seems impossible to get a hold of any human

being that is even willing to try and help. The common practice I’ve

noticed all day is to put someone on hold and then hang up on them. I have

spent a full day trying to resolve this issue without any success.

I believe that the $307 charge was an accident on behalf of one of the

representatives trying to take my order on the night of August 7th.

The phone system and your support staff is completely incompetent. It is

absolutely ridiculous how so many people can be unwilling or unable to help

a customer.