I've been happy with the phone service we've received from Sprint for a number of years now. We've basically been with them since we first got cell phones, except for our very first phones (for a week) were with What Happened to Cingular.com?, but they messed our order up and then claimed it was our fault so we cancelled on them within the week.
The only problem I have with Sprint really comes whenever you try to talk to a person. It used to be anytime we tried to talk to someone about an account billing question. They were just useless. There have been a couple of times where we've even known to start keeping records ourself of our calls and requests with support. That came in handy awhile back when they claimed we owed them over $100 dollars on an account charge, when we'd cancelled the account 4 months previously.
Well, today has been another expansion of their lousy customer service. My PPC-6700 Pocket PC phone (Image Source) has been having an issue with Daylight Savings Time. It won't remember the correct time and keeps reverting back an hour. Nice if you're trying to squeeze 25 hours into 24, but bad if you're trying to show-up anywhere on-time.
I did a quick search and found that there was an update available from the UT Starcom site for the DST fix. I also noticed there was a complete software ROM upgrade for my phone. I downloaded both and proceeded to upgrade my phone. Upgrade went throug without a hitch, until the last step when I'm directed to perform a soft-reboot on the phone. Reboot doesn't take, phone's a paperweight now. The only response I get from the phone at this point is if I tell it to do a hard reboot, but then when I say "Yes" or "No" to restore to factory settings the screen just fades and nothing else happens.
So, I take the phone into my local Sprint Service Location (as identified on their website) for assistance. As soon as I show them my phone, they just shake their heads and say "We don't touch those. You'll just need to call tech support." They then gave me a number for tech support, which wasn't tech support at all but their normal number. I called, waited on hold for 5 minutes, explained the paragraph above to the rep and she responded by trying to transfer me to tech support, instead she disconnected me and I had to sit on hold for another 5 minutes. Finally got in touch with a tech support person, explained paragraph above again, forwarded to tech support again: this time the guy answered "Nextel...." which is understandable, and I begin to explain paragraph above again. Except he can't hear me. After a number of "can you hear me's" and "hello's" I disconnect again. This time I call the tech support number directly. I was on hold for literally 54 minutes. As I was about to hang-up, a new tech lady answered and I explained the paragraph above for the fifth time. She pleasantly helped me through a couple of things with no luck and then suggested I take it into a local service center. I told her I had already done that a few hours earlier this evening and expanded on the story and service I received from the in-person support. She said they were stupid and probably just didn't know anything about the PDA phones. I told her I'd like to have her with me when I go back in. She advised me that it's a hardware issue now and they're required to fix it or give me a new phone since I have the insurance and I shouldn't even have to pay the $50 replacement fee.
On Monday, I'll go try a different Sprint location she referred me to and see how far we get. Wish me luck! Hopefully, I won't have to actually talk in person to anyone, that always seems to be where the customer service tanks (except for the last tech support person I talked to, she was great!).
Marisa says
Good luck with that! I've only ever had Sprint (aside from my pre-paid service when I first got a phone), and I never had a problem until it came to costumer service. Every now and then, I can manage to get a wonderful person, but more often than not, it's horrible. I hope they don't continue to drag you around.
Marisa says
Good luck with that! I’ve only ever had Sprint (aside from my pre-paid service when I first got a phone), and I never had a problem until it came to costumer service. Every now and then, I can manage to get a wonderful person, but more often than not, it’s horrible. I hope they don’t continue to drag you around.
Jeanne says
Sadly, I had almost the same experience 6 months ago! My phone went all wonky and I went to the location in the mall and they refused to help me. I was told to call CS. Seriously, I don't know how they can call it customer service at all since I got NO help! In fact, what has happened to customer service period? Am I just old or does anyone else remember a time when companies actually tried to please their clients? Anyway, I went back to the mall, refused to back down and they told me they would charge me to have it fixed/replaced (depending on what they found was wrong with it). In the end, they shipped it off, it came back brand new and free of charge. I waited 'til my contract ended and I switched carriers. Ugh!
Good Luck on Monday!
Jeanne says
Sadly, I had almost the same experience 6 months ago! My phone went all wonky and I went to the location in the mall and they refused to help me. I was told to call CS. Seriously, I don’t know how they can call it customer service at all since I got NO help! In fact, what has happened to customer service period? Am I just old or does anyone else remember a time when companies actually tried to please their clients? Anyway, I went back to the mall, refused to back down and they told me they would charge me to have it fixed/replaced (depending on what they found was wrong with it). In the end, they shipped it off, it came back brand new and free of charge. I waited ’til my contract ended and I switched carriers. Ugh!
Good Luck on Monday!