Sprint PCS Complaint - extreme dissatisfaction with level of customer service

# 1 for January 18, 2002

Complaints.com received the following e-message on January 17, 2002:

From: Winterbottom, Barbie [Email User]

Sprint PCS Complaint - extreme dissatisfaction with level of customer service

Dear Sprint PCS Officers and Sprint Board Members: I am writing to you today to express my extreme dissatisfaction with the level of customer service (or lack thereof) I have received with Sprint PCS. I have been a Sprint PCS customer for over 1 year, after having left other wireless providers due to constant billing issues, poor service, or inferior hardware.

However, in the past 10 years or so that I have had a wireless telephone, with all the reasons stated above for switching service, I have never written to a company, much less the entire Board of Directors and Officers with such frustration, true anger and the feeling that, as a customer, I am of no value, as I do writing to you today.

I was initially attracted to your product for many reasons: The hardware is small and easy to place in my handbag or organizer The hardware package was very generous and included all the necessary accessories and even some I didn’t need, but were nice to have I wanted 2 phones and at the time of purchase I received a significant rebate for purchasing 2 phones The PCS network is, from my understanding the most extensive across the US Everywhere I turn I am seeing Sprint PCS commercials, radio ads, inline (Radio Shack) stores, independent "freestanding" cellular stores Airtime plan was reasonable and based on my current usage patterns at that time appeared to meet my need Sales person was extremely knowledgeable and friendly (Ritz Camera store) Free nationwide long distance service Plan included free voice mail, caller id Could activate my phone immediately and use that day With an extensive list like this, I am sure, or at least I hope you are wondering, "Why would this customer who has so many reasons for buying our product be so upset and dissatisfied that she would give all this up?" Well, I will give one reason and one reason alone, your so-called Customer Service representatives, most recently and the most offensive being, Jacob.

Each and every time I have called in to Sprint PCS for billing inquiries or to request that the Wireless Web charges I am being assessed (oh, by the way, this is a feature I have never requested, but have been paying $10.00/month for since I realized it was on my bill in December of 2000!) to be removed, I have the joy (and trust me I am being cynical) of dealing with the rudest, least customer friendly, ill mannered individuals I have ever encountered.

There has not been one interaction I have had with Sprint PCS since the day I purchased my telephone that has been pleasant. Now, I understand, a company as large as Sprint PCS receives a tremendous volume of customer complaints, and many I am sure are unfounded. I, however, have worked in Human Resources for 2 of the largest call centers in the US (neither a wireless company) and I thoroughly understand the quality metrics to which Customer Service Representatives are measured. I can only ask myself, does no one at Sprint monitor these calls?

How could I have been so fortunate (again, cynical) to have called in no less than 6 times in the past year, and each and every time reached someone who appears to be striving to outdo the individual I spoke with before. I have been given empty promises, which, I could deal with if they were delivered with a smile, but no, typically these commitments are made with such sarcasm that I am waiting for the Representatives to ask me at the end of the call-"So, did you buy any of the garbage I just fed you?

I sure hope so because you are really pissing me off, you have negatively impacted my handle time, you didn’t buy anything, which has impacted my upsell numbers and oh, by the way, don’t worry about my quality score because they don’t care about that around here anyway….and if I wasn’t able to help you, that’s ok too, because we don’t care if you close your account, we have 229 million other customers paying our bills, and by the time they all figure out that we really don’t care about them either, I won’t be working here anyway, there is another call center down the road and if given the opportunity, I am sure to wreak havoc on their customer base too!"

Pardon my vulgarity, but I truly want to paint a realistic picture for you of the tone and texture of my interactions with the Sprint PCS representatives. I am listing for you the chronological order of events since I have purchased my Sprint PCS phone, number of times I have called Sprint PCS to request that a mere $10.00 per month charge be removed from my bill, the names of the individuals to whom I have spoken, bits and pieces of the conversations and the result (the result part is easy, this letter is the only result I have to offer, because the charges are still on my bill, I have no credits toward my service, but I do have a lot of wasted time and energy-lucky me!) November 2000-I purchase two Sprint PCS telephones and service packages from Ritz camera. This is a happy day for me, I received a solid product, a fair price, a nice rebate opportunity and was very pleased with the customer/salesperson interaction. -This same evening, I call Sprint PCS to activate my telephones. I spoke with Shaunda. Shaunda was extremely confused by the fact that I was activating 2 cell phones on one account. After going back and forth with her about 4 times between the 2 phones, she explained to me that because she had made a few mistakes along the way, my first bill was going to be inaccurate.

Shaunda’s instructions were as follows: "Ma’am, I can’t do anything about the extra charges I just caused to post to your account, you see, you will have to call us when you receive your first bill. At that time, a representative will have to pull your account, when you call, tell them that there was a problem activating your phones and as a result, your account will show double activation.

They will then credit your account for the amount". I must say, this is terribly impressive customer service…Sprint makes the error, and you, the customer are responsible for cleaning it up, I now know that this is status quo with Sprint. (Hey, maybe your Training Dept, in conjunction with your stellar Quality Assurance Department could design a few training modules, and start a consulting business for other companies… "

How to make costly mistakes, admit to it, AND have your customers responsible for the clean up"-a step by step business plan, but I digress-) This, my very first interaction should have given me a clue that I was headed for trouble, but hey, everyone can have a bad day or make a mistake so I really didn’t think too much about it, right? WRONG! This is the proverbial snowflake that started rolling down the mountain eventually causing the avalanche you are now having the pleasure of reading. 12/18/00-I called in to Sprint PCS after receiving the bill. It only took me about an hour of grueling mathematics and detailed billing interpretation lessons with Richard to explain to him that the total bill was over by $29.99, the exact amount Sprint PCS charges for an activation fee, which was listed on my bill twice, as a result of Shauna’s admitted mistakes during my initial activation.

This apparently wasn’t so obvious to Richard. Nonetheless, he did offer me the $29.99 credit back to my account. Whew, one down, so I guess all in all Richard was not a total loss. While on the phone with Richard I shared with him that I also saw a line item on my detailed billing for Sprint PCS Wireless web, in the amount of $10.00. I shared with him that I had not ordered web service to my phone, that I would never use this service and to please remove it.

Richard shared with me that this was a free promotion for 6 months. I again stated to Richard that free or not, I had no intention of ever using the 1

Comment On This

Sprint reps are all out to appear to be Customer Advocates by selling Family Plans where you get more than one phone at a cheaper rate, better discount for the same price as a single plan. What they neglect to inform you is that each phone counts as a single cancellation fee. Translation: each phone is $200 to cancel the plan.

My second issue is that even if you want to stay with Sprint but change your family plan for a single plan you must pay the cancellation fee EVEN THOUGH you are remaining a Sprint customer. The only way around this is to purchase the higher priced family plan and sign another 2 year contract. There is NO deviation from this even after complaining to customer retention.

I am so displeased with their sales tactic that I am willing to pay the DOUBLE cancellation fee to get away from Sprint.

Long live Apple & AT&T.

Comment On This

Acc#367234462,Phone Model#LG260WKIT.Purchased Dec.3,07.Returntd phone& canceled sercice agreement nine days later.You advertized 30 day refund.Mr. Taquawn Bell.Informed me my money would be returned in 5 days.I have no choice but to have a felony arrest for mr.Bell,your sales rep.I gave Mr Bell 300.00.for this package in trust with your company.I expect 300.00 to be returned to me within the next 15 days.or we go to court

Comment On This

I started with Sprint in November 2007 and I originally asked for unlimited texting, it was only $10.00 when I activated the phone. At the end of the month, I mailed my payment off. 2 days later, my phone was shut off for non payment. I explained that I mailed it and they stated that they would give me a 7 day credit. They also said I could go into a Sprint store to make a payment, but forgot to tell me it is $5.00 per payment, per month. (I have to give them an extra $5 to pay a bill?)

Within the next 4 days waiting for my payment to post, I had to call in 6 times reactivating my phone. The rep said the billing system is on a 4 hour cycle and there was nothing that could be done. I also stated that I do not know when my phone is dead unless I call my voicemail.

Well finally after talking to 6 different people from all different walks of life, my phone stated on.

The next month I got a horrendous bill, due to text messaging. I called in and explained that I had asked for the $10 plan for unlimited and the lady said that she could not see that on my account. I stated that I requested it when I set my phone up but she told me that nothing was noted. (I guess Sprint reps dont make mistakes?) Ontop of a language barrier.

So 4 months later and I mailed my payment in 3 days before the deadline.......From Monday 8am until 6:40pm Tuesday I have only been shut off 3 times, I guess that is a better ratio?

I cannot wait for my contract to end, Sprint has been the worse in customer service. I have had Verizon, Alltel and Suncom (mainly work has provided) and I have had alot better customer service with those companies. If Sprint shut down tomorrow, I dont think I would shed a tear.

Comment On This

I have dealt with poor customer service for over six years with Sprint. I have wasted countless hours over the years on the phone trying to get fixes to billing errors and trying to get straight answers from different Sprint reps.

The tipping point for me was when a Sprint manager threatened to call *my* boss because she was mad I wouldn't accept her answer that there wasn't an address I could mail a formal complaint to.

Read my open letter to Sprint here:

www.dear-sprint.com

Comment On This

I too am tired of Sprint. I have talked with the representatives numerous times to fix my bill. I have been promised things from one person and told it was initiated on my account only to find out the next month it was never entered. I have recently called Sprint to discuss my account, 9:55PM, only to find out they close at 10:00. I was asked to cancel my account or to speak to a manager, I said yes, and before I can finish saying to speak to a manager they canceled my account. What is going on here? People have a bad day answering calls can do as they please? Getting ready to get off work so I will make someone have a bad night and not get anything done to me syndrome? I know others have had this happen to them. WE need to stand up and fight against the major companies. Whatever happened to the customer is right? Even with the threat of recording, review my call!! I was in the right; they never had permission to cancel. When will the customer have any rights, because now it seems the companies have all the leverage to do as they please and charge whatever they feel appropriate?

Comment On This

I signed up for unlimited data access for $59.99 a month with a 30 day trial. I was happy with the data connection through the 30 days but a few days after the 30 days expired I got a bill that over charged me in violation of my contract. I was being charged 79.99 instead. I called your customer service number provided with the bill to explain the problem. After multiple conversations and hold times that together took over one hour, I was told I would have to provide a copy of my contract to the Sprint store to resolve the issue and never in the multiple conversations with multiple representatives was there ever any apology or expressed concern for their mistake. They basically implied I was lying. I told the representative I was reluctant to go to the store since I thought the store would pass the buck and ask me to call the customer service line and I would start all over.

Sure enough when I got the store I was told they couldn’t do anything about it and I would have to call customer service. At that point I asked to end the contract because I could not reasonably trust that mistakes like this would not continue to happen or that their customer support was competent to handle customer complaints in a timely manner. I talked on the phone in the Sprint store with a customer rep as documented below who finally agreed to let me break the contract and even prorate the service to end on that day, 11/13. She also agreed to waive the early cancelation fee since I could not in that 30 day period have known how problematic the billing and support would be. I said I would like to get a corrected bill right then and she said that was not possible but that I could wait to see if the bill was correct and call back if it was not and have it resolved since she would document our agreement on her end.

After a couple months of billing, what I thought was a reasonable amount of time for my account to be updated and corrected, I still was being charge incorrectly. So I called the support number, again documented below. I was informed that actually my service was activated on 11/13, not deactivated and I had to read from my documentation of my earlier call to provide proof. Finally he accepted that my service was deactivated but said there was a cancelation fee and late charges and charged for the full second month – not prorated, for a total of $386.41 He said it would be impossible to contact the representative I talked with. Throughout the conversation his thick Indian accent made it difficult and I had to ask many times to have him repeat himself. In the end he said I should go to the store and have them solve the problem. He was unable to do so. I asked if there was someone over him who could help me and he said he was the supervisor - there was no one higher in support than him. I told him of my concern that the store personnel would only tell me to call the support number and he assured me that would not happen. Because of my persistence, he also promised to look in to the matter himself and call me back in one hour. I have never heard back from him.

So back to the Sprint store and sure enough they said they were unable to handle it and the support line person was mistaken because the Sprint store I was at was not a corporate store and I would have to travel 1 hour away to Lansing to talk to them or try to call back on the support line to resolve my issue. The man that I originally talked to in the store when I deactivated my service over the phone in front of him, was there. He denied that under any circumstances would the cancelation fee be waived or the month prorated. The store personnel even said that I could have resolved the billing sooner if I would only have come the store first before calling customer service. Basically I made it more difficult than it should have been by calling the phone number given by Sprint to resolve billing questions and it was my own fault if I canceled early and was charged the fee. She offered to try to reconnect my service if I would pay the cancelation fee.

Interestingly, next to me in the store was a customer who was also complaining about being incorrectly charged. I am sure mine was not an isolated incident.

Comment On This

I am too tired to keep doing this. I've spent countless hours on sprints customer service line and I am done! My normal bill for the four lines I had was about $300 per month. I called to see about getting unlimited texting on 3 of the lines and suddenly my bill was over $1000. The only change I wanted was the texting. At one point a floor manager I spoke with said he understood and that he would make adjustments to my bill. The total I would owe would be $691 and that was for 2 months. I agreed to that but told him I wanted a billing statement mailed to me reflecting the adjustments and the new amount of $691 that I owed. Well the adjustments weren't done and I received another bill for $1786. I called and told them I can't pay that even if I wanted to and there was no way I would even pay $691 until they fixed my bill on paper. I know that they would just apply the $691 toward the $1786 if I sent it in before they fixed this mess. In the mean time my phones have been shut off and I received another notice that I would be turned over to collections soon. Sprint just lost a pretty good customer. I'd been with them for about 6 years I think. I am with another company now and so far my phone bills are about half what they were with sprint and I even have more minutes. Even when I thought sprint was doing right by me it turns out that they were screwing me all along. I'm weighing my options. Thinking of sueing sprint. I have already reported them to the BBB, and am waiting to hear back from a local T.V. station that sheds a public light on situations like these. If worse comes to worse I will look forward to going to court when they try to garnish my wages for this. I consider what sprint is putting me through to be criminal. There is not a gray area here. I am right and sprint is wrong it's as simple as that.