We have been with Sprint for at least 7 years or more now. We live in Roswell, NM, so we haven't had many choices with phone providers.
But lately, Alltell and Verizon are available in our area. I am strongly considering switching to one of those providers.
For over two years now and with at least 10 different phones (plus everyone I know who has Sprint in my town), we haven't been getting the service we have been paying for.
We have five phones on our account. When we travel east or west to large cities, I get excellent service and real 3G service. But, when I am in town, I constantly get dropped signals, poor signal and absolutely no 3G service. I have called Sprint on this probably 20 times now and their excuse is that it is always the phone. Every phone on the account? Every Sprint phone in Roswell!? I have gone through at least three different phones in the past two years, but it is always their excuse. With these phones, they always work great in high population areas, so how could it be the phone? I ended up having to subscribe to a cable phone service because when I am on the north end of town, where I live, I cannot talk on the phone because nobody can understand me and it loses signal constantly. Half the time the phone never even rings because there is no signal.
So, in December, I went to the online chat to complain again. Their representative told me to purchase a signal booster. I pay over $200/mo, why should I have to pay for the booster plus a monthly fee?
Then my dad calls to complain about his service. He is told there is a tower just north of our town. Maybe 1 mile out. They lied. There is a tower - 30 miles north of town - but it is pointed North - away from town. If I want the great signal and 3G service, I have to drive 30 miles out of town! In December, they promised him they would have a new tower up by the end of January. We are still waiting for that.
So, I emailed customer service last week. I got a response from them that they do not service my zip code. I emailed them back asking why do they have a Sprint store here then? Last I heard from them was two days ago that someone would call me.
Does anyone know what my options are? When I call customer service, they are always very polite and I sometimes feel bad for the person on the other end because it is as if their hands are tied. But nobody seems to be able to help me.
What would a complaint to the FCC do? I feel as if I have been totally ripped off all these years. Two of my five lines expire next month. I definitely will not renew those contracts, but would like to be released from my existing contracts. I can't take this anymore! If they could fix all the problems, I would stay with them.
Juliana
