Sprint PCS - unhappy with service, which intend to cancel despite $ 150 contract cancellation fee

Complaints.com received the following consumer message on February 25, 2003:

From: Email User

RE: Sprint PCS - unhappy with service, which intend to cancel despite $ 150 contract cancellation fee February 25, 2003 SPRINT

PO BOX 8077

LONDON, KY 64112 RE: ACCOUNT #0086446933-4 TO: WHOM IT MAY CONCERN This is to inform you of the LOUSY service that I’ve received from SPRINT and am thinking very seriously about switching to another company although I ’m going to have to pay $150 to cancel the contract: On Friday, February 21st, after noting that after my cell phone has charged, I can’t talk very long on the phone I took it to the location where I purchased it (34th Street) and explained the situation to the sales representative whereupon I was informed that I probably needed a new battery which would cost $49.95 - he went in back and came back 10 minutes later to inform me that they didn’t have the battery I needed and probably wouldn’t have it until this week but he couldn’t guarantee it.

He then told me that it might not necessarily be the battery but since my phone was over a year old, I probably needed to take it to the 42nd Street Repair Center and have it put on the computer so it could get a thorough checkup. I left there and went straight to 42nd Street and after waiting on line for 30 minutes, I was told that I would have to leave the phone OVERNITE in order to upgrade it. After explaining to the woman that I was going out of town the next day and problem I was having, she went and got a battery and threw it on the table and upon asking her how to install it, she just told me to pull the tab down in the back and left me standing there trying to figure out how to insert the battery since I’ve never did so before.

After trying to figure out how to install the battery, I looked up and she had called another customer and didn’t say another word to me. I told her I was still waiting on her to assist me and wanted to look at a new phone since I needed one for my trip the next day. She then got very nasty and told me that I would have to go downstairs to get in another line if I wanted a phone. I was so frustrated at this point that I just stormed out of the place. Upon talking to my friend in Philly over the weekend who, also, has a SPRINT cell phone, I was informed that it only takes him 10 minutes to get his phone upgraded and he has had it done several times. Last year in September (after having the phone for 9 months), I went to the Service Center on 42nd Street and was informed by the representative that my phone didn’t need an upgrade and just gave it back to me. Yet several people who has SPRINT phones tell me that you’re supposed to have them upgraded occasionally. I’ve, also, added my son to my account and switched my long-distance service on my home phone to SPRINT (last PM I switched it back to my former carrier since they gave me a much-better deal than you). I, also, had intentions of switching my local service to SPRINT and when I called (after waiting on the line for 25 minutes) them last week re. the rates, etc., I was told that a sales representative would call me back in 30 minutes re. this information but I never heard anymore from them.

The next day I went online and requested the information again, they responded saying I would hear from someone in 24 hours which I did but did not indicate the information which I requested. I, then, emailed them back requesting the information and as of this date, I’ve heard nothing else from SPRINT. Your service is really lousy (while talking on the phone, I’m constantly getting cut off from the person I’m talking to and the screen shows that call was lost), not being able to PU in certain locations (my cuz has service with VERIZON and her service is much better than mine and she can PU in locations where I can’t). While in PHILLY this past weekend, I went to a COMPUTER SHOW and while checking out another carrier, I was informed that SPRINT is the worst carrier and so many customers come to them complaining about SPRINT’S service. Due to the foregoing problems I’m experiencing with your company, you can look for all of my accounts to be closed with your company although it’s going to cost me $150 to cancel my contract. Sincerely, LOUISE RICE