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4 Replies Latest reply: Dec 7, 2010 5:17 PM by SP_Clarissa RSS

Support via Internet Chat - Just Awful

DMADEIROS Regular Visitor
Currently Being Moderated

After staying on hold via phone, I decided try Chat Support session today.  I had to post this online because the response from Patrick was so awful.  Transcript speaks for itself:

 

 

 

 

12:51:24 PM :  Connected to sprint.ehosts.net

 

12:51:24 PM :  Session ID: 1478015

 

12:51:24 PM : SPRINT_CUSTOMER: Initial Question/Comment: Weekend calls are being charged against my plan minutes.

 

12:51:30 PM :  Patrick P has joined this session!

 

12:51:30 PM :  Connected with Patrick P. Your Reference Number for this chat session is 1478015.

 

12:51:30 PM :  Thank you for contacting Sprint. My name is Patrick P.

 

12:52:18 PM : SPRINT_CUSTOMER: In my current billing period, there are 747 minutes from weekend call causing me ot go over my 1500 minute plan.

 

12:52:39 PM : Patrick P: I am happy to help you. Please hold a moment while I access your account.

 

12:52:56 PM : SPRINT_CUSTOMER: K. I should not be charged for night and weekend at all.

 

12:54:00 PM : Patrick P: Please give me a moment to look into it.

 

12:56:00 PM : Patrick P: Thank you for your patience.

 

12:58:25 PM : Patrick P: I would like to inform you that you that in your current (Everything Data Share 1500) Plan that you have unlimited Nights and Weekends Service Starting at 7 p.m.

 

12:59:05 PM : SPRINT_CUSTOMER: right.

 

12:59:13 PM : Patrick P: To avoid the overage usage we have overage relief minutes.

 

12:59:47 PM : SPRINT_CUSTOMER: stop. didn't you you read my problem? You are charging me for weekend calls.

 

1:00:05 PM : SPRINT_CUSTOMER: 67 calls at 747 minutes since 10/23.

 

1:00:28 PM : SPRINT_CUSTOMER: Weekends are suppossed to be included, unlimited.

 

1:00:43 PM : SPRINT_CUSTOMER: weekend as in Saturday and Sunday.

 

1:01:26 PM : Patrick P: Let me check this for you.

 

1:03:56 PM : Patrick P: I'm still researching that information for you. Thanks for your patience.

 

1:04:33 PM : SPRINT_CUSTOMER: I'll wait, but I need a credit of 747 minutes in the current period and for the system to stop charging me for weekends.

 

1:07:01 PM : Patrick P: Thank you for your patience, I will have that information shortly.

 

1:09:16 PM : Patrick P: Thank you for your patience.

 

1:14:26 PM : Patrick P: I am sorry for the delay.

 

1:14:35 PM : SPRINT_CUSTOMER:  OK

 

1:14:48 PM : SPRINT_CUSTOMER: so what did you find?

 

1:17:46 PM : Patrick P: I have check your last bill and found that there are no charges for Weekend calls. I will like to inform you that if you start the call before starting 7pm then also the call is charged from anytime minutes. I understand that there are 304 additional anytime minutes on your account. So, to avoid these charges I suggest you to opt for our Overage relief pack.

 

1:18:26 PM : Patrick P: We have following Overage relief minutes pack available:

 

1:18:36 PM : Patrick P: $5.00 for 100 Bucket of Anytime
$10.00 for 200 Bucket of Anytime
$15.00 for 300 Bucket of Anytime
$20.00 for 400 Bucket of Anytime
$25.00 for 500 Bucket of Anytime

 

1:19:49 PM : SPRINT_CUSTOMER: Are you kidding me? I SHOLD NOT BE CHARGED FOR WEEKENDS. It was never an issue becasue I never went over, but in my CURRENT period (since 10/23) I'm over muy minutes.

 

1:20:59 PM : SPRINT_CUSTOMER: PLease tell me you understand. For example, on SATURDAY 10/23 I was charged for a call over 300 minutes long. IT IS SATURDAY AND I GET UNLIMITED WEEKENDS.

 

1:21:12 PM : SPRINT_CUSTOMER: are you there?

 

1:21:43 PM : SPRINT_CUSTOMER: hello.

 

1:21:56 PM : Patrick P: Yes.

 

1:22:06 PM : SPRINT_CUSTOMER: do you understand?

 

1:22:11 PM : Patrick P: Let me explain it to you.

 

1:22:22 PM : Patrick P: Yes, I understand.

 

1:22:22 PM : SPRINT_CUSTOMER: please call me at XXX-XXX-XXXX.

 

1:23:42 PM : Patrick P: Shall I arrange a call back for you?

 

1:24:30 PM : SPRINT_CUSTOMER: I want someone to call me now. Not later.

 

1:24:44 PM : SPRINT_CUSTOMER: I already spent too much time on hold.

 

1:25:08 PM : SPRINT_CUSTOMER: that's why I opted to try chat.

 

1:25:19 PM : SPRINT_CUSTOMER: Can you call me?

 

1:26:17 PM : Patrick P: I am arranging a call back for you on your phone number XXX-XXX-XXXX.

 

1:29:02 PM : Patrick P: You will get a call on your phone within 24hrs.

 

1:29:15 PM : SPRINT_CUSTOMER: 24 hours. that stinks.

 

1:29:25 PM : SPRINT_CUSTOMER: I'm not happy, Patrick.

 

1:29:49 PM : SPRINT_CUSTOMER: Go ahead and explain in chat why I'm getting charged for weekend calls.

 

1:30:00 PM : SPRINT_CUSTOMER: I'd love to know.

 

1:30:07 PM : Patrick P: Sure.

 

1:32:32 PM : Patrick P: I understand that this issue is not happened you in earlier. However for your current(unbilled) there is additional usage of 304 anytime minutes on your account. However, you can check your unbilled call log details from your online account.

 

1:34:02 PM : Patrick P: Your current plan uncludes unlimited Nights and Weekends Service Starting at 7 p.m. With this great upgrade, your Night Minutes start two hours earlier, at 7 p.m. every weekday.

 

1:34:41 PM : Patrick P: Night & Weekend Minutes can be used Monday through Thursday 7 p.m. to 7 a.m., and Friday 7 p.m. through Monday 7 a.m. Calls on your Sprint phone are based on start time.

 

1:34:44 PM : SPRINT_CUSTOMER: time out. you are saying that a call at 12 noon on saturday is chargable?

 

1:35:41 PM : SPRINT_CUSTOMER: OK. Then why are you CHARGING me for calls made between Friday 7 p.m. through Monday 7 a.m.

 

1:38:01 PM : SPRINT_CUSTOMER: You know, we started this chat with me sayng that I was being charged for weekend calls in error and it has taken us this long to establish that weekends are, in fact, from Friday 7 p.m. through Monday 7 a.m.. Wow. What a waste of my time.

 

1:38:38 PM : SPRINT_CUSTOMER: On this chat for nearly an hour to figure out that Satuday is between Friday 7 p.m. through Monday 7 a.m.

 

1:39:32 PM : SPRINT_CUSTOMER: no response?

 

1:40:01 PM : Patrick P: Please allow me few moments.

 

1:42:01 PM : Patrick P: Thank you for your patience.

 

1:45:01 PM : Patrick P: I am sorry for the delay.

 

1:45:56 PM : Patrick P: I would like to inform you that if you call at 12 noon on Saturday you will not get charged. Please let me know if you get charged.

 

1:46:14 PM : SPRINT_CUSTOMER: I WANT TO SCREAM AT YOU!

 

1:46:49 PM : SPRINT_CUSTOMER: On SATURDAY, October 23, 2010, I was charged for a call exceeding 300 minutes. Why?

 

1:47:47 PM : Patrick P: Nights and Weekends Service Starting at 7 p.m. on Friday and ends on Monday 7 a.m.

 

1:48:26 PM : SPRINT_CUSTOMER: And where does Saturday fall?

 

1:48:57 PM : Patrick P: Let me check your call log details for SATURDAY, October 23, 2010

 

1:50:57 PM : Patrick P: Thank you for your patience.

 

1:53:22 PM : Patrick P: I am discussing this case withy my Supervisor.

 

1:56:57 PM : Patrick P: Thank you for your patience.

 

1:57:10 PM : SPRINT_CUSTOMER:  Yes?

 

1:59:07 PM : Patrick P: I understand that your minutes were pull from your anytime minutes. So, I am creating a case for you so that our specialist will check the usage of your phone and resolve the problem for you. They will contact your on your phone within 3-5 working days. They will look into this case and resolve it.

 

2:01:13 PM : SPRINT_CUSTOMER: That's it. You can't help me? I have to be subjected to more follow-up?

 

2:03:02 PM : Patrick P: Let me discuss the case with my Supervisor. Please allow me a few moments.

 

2:06:12 PM : Patrick P: Thank you for your patience.

 

2:06:37 PM : SPRINT_CUSTOMER: yes?

 

2:07:37 PM : Patrick P: My Supervisor has approved me to provide you 400 overage relief minutes on your account to avoid these additional overage.

 

2:08:02 PM : SPRINT_CUSTOMER: No. You charged me for 747 weekend minutes. I want 747 minutes back.

 

2:08:15 PM : SPRINT_CUSTOMER: and assurance that you will stop charging me for weekends.

 

2:11:43 PM : Patrick P: I would like to inform you that I have provide you maximum relief minutes and to avoid these charges for weekends I have created a case for you so that our specialist will look into this matter and resolve this for you.

 

2:11:59 PM : SPRINT_CUSTOMER: So how many minutes did I get credit for?

 

2:14:33 PM : Patrick P: 400 anytime minutes.

 

2:14:55 PM : SPRINT_CUSTOMER: Unacceptable. You do realize that I will have to post a copy of this chat transcript on the Internet as an example of the worst customer service ever, right?

 

 





And it continued...

 

Message was edited by: DMADEIROS1

  • 1. Re: Support via Internet Chat - Just Awful
    MELMAC1968 Newbie
    Currently Being Moderated

    I am speechless at your post...but not surprised. I've had similar converstions via the Chat and by phone with Sprint Customer Service Reps. It's as if they're psychotic and having a different conversation with the little person in their head. The last time I tried the Chat feature I was suspicious of whether a real human was responding to me or if it was a computer responding to key words in my sentences. You know like when you try to use a voice response system that just can't seem to understand you? You say "customer service" and it responds "did you say custard pie?" I may pay a little extra for the eveything plan but at least I don't have to deal with disputing charges to my plan!

  • 2. Re: Support via Internet Chat - Just Awful
    SP_Hana Bronze Expert
    Currently Being Moderated

    Mr. DMADEIROS1

     

    Hi-this is Hana with the Premier team.

     

    Thank you for utilizing the Premier forum with your concerns! We value your loyalty and acknowledge all our customers needs.

     

    Wow...after reading your post, I can understand your frustration. You simply were inquiring on why your minutes are being used for your weekend calls. I gather you have not been given any information.

     

    I understand your issue and I am more than confident that I can assist you. I would need to access your account in order to look at your minutes of usage. If you would like, please send me a private message with your name, Sprint wireless number and 6-10 digit pin number. I would need this information to authenticate and access your account. I will be available from Monday to Wednesday of this coming week. I look forward to receiving your message so that I can resolve your issue.

     

    I apologize for any inconvenience you have went through. I realize that time is valuable and I thank you for your patience.

     

    Thank you again for choosing Sprint.

     

    Sincerely,

    Hana

  • 3. Re: Support via Internet Chat - Just Awful
    FAON188 Regular Visitor
    Currently Being Moderated

    patrick read mine, i was told i had to drive a hour and half to get a new phone or pay 100 dollars and it was 4 days old, the 4 day old phone i got froze and kept forclosing, somehow the guy dident understand i dident have keyboard because its on the screen needless to say after all my sprint problems i highly doubt ill still be a sprint customer by the end of the year im ready to pay 200 dollars and be done with all this bs  chat refrence number is 1569461        

     

     

    3:33:18 PM : Niel J: On your phone dial pad, press ## followed by the 6-digit code 194475, followed by an additional #.
    Example: ##194475#.
    The last # entered will not show on the display.
    The Service Program screen will be displayed, highlighted on View.

     

    3:33:46 PM : HLADKY-HATCHER: i cannot do that, it freezes on start up

     

    3:34:22 PM : HLADKY-HATCHER: i do not have a key board on the htc hero it would be on the screen and the screen is froze

     

    3:35:13 PM : Niel J: In this case, you need to get this phone checked at the nearest Sprint Repair Center.

     

    3:35:22 PM : HLADKY-HATCHER: i cannot do that either.

     

    3:35:28 PM : Niel J: You have insurance added to your line.
    3:35:39 PM : HLADKY-HATCHER: i am 90 miles from a sprint store
    3:35:48 PM : Niel J: You can file a claim online to get a replacement phone.
    3:36:04 PM : HLADKY-HATCHER: i shouldnt need to file a claim this phone is not even a week old

     

    3:36:18 PM : Niel J: You can file a claim at www.phoneclaim.com/sprint
    3:36:31 PM : HLADKY-HATCHER: and am i charged anything?
    3:37:08 PM : Niel J: You are correct that this phone is within 30 days.
    3:37:23 PM : Niel J: You can get it replaced at the point of purchase.
    3:37:39 PM : HLADKY-HATCHER: no i cant i got it from somewhere that is 130 miles from home
    3:37:59 PM : Niel J: Under the insurance claim, there will be a fee of $100.00 as insurance deductible.
    3:38:39 PM : Niel J: In this case, you need to opt the option to file a claim online.
    3:38:46 PM : HLADKY-HATCHER: im not paying nothing
    3:38:53 PM : HLADKY-HATCHER: this is a peice of **** phone

     

    3:38:59 PM : HLADKY-HATCHER: i am on my 4th htc hero
    3:39:20 PM : HLADKY-HATCHER: how can you guys not replace a phone for free that isnt even a week olde
    3:40:14 PM : Niel J: To replace the phone under 30 day satisfaction guarantee, you need to visit the point of purchase.
    3:40:31 PM : HLADKY-HATCHER: why can you not send me a replacment phone

     

    3:41:19 PM : Niel J: Unfortunately, it is not possible to send a replacement phone from here. It would have been possible, I could have done this for you.
    3:41:43 PM : HLADKY-HATCHER: but they can do that if i talk to them on the phone what is the difference
    3:43:14 PM : Niel J: They are authorized to process this request from there.
    3:43:34 PM : Niel J: We are not authorized to process this request.
    3:44:14 PM : Niel J: I apologize for the inconvenience.
    3:45:08 PM : HLADKY-HATCHER: well i really dont know what to do sence you cannot do anything and im 90 miles from the repair center not to mention my week old phone does not work so i cannot call either, what is sprints solution to this
    3:46:45 PM : Niel J: The best available option is to file an insurance claim to get the replacement phone delivered to your billing address.
    3:46:56 PM : Niel J: You can file a claim at www.phoneclaim.com/sprint
    3:47:09 PM : HLADKY-HATCHER: and then i pay 100 dollars because sprint keeps giving me defective phones?
    3:48:50 PM : Niel J: I suggested you that as the phone is defective, you need to get it checked, but you can not visit the nearest Sprint Repair Center. You can not call as you do not have the phone. The insurance deductible is required fee for the insurance claim.
  • 4. Re: Support via Internet Chat - Just Awful
    SP_Clarissa Bronze Expert
    Currently Being Moderated

    Hi FAON188,

     

    This is Clarissa with the Premier team.

     

     

    Thank you for using the Premier forum to post your concerns.

     

    I am sorry to hear that you have had a difficult time trying to get your phone replaced and can understand your frustration. You stated that you are currently on your 4th HTC Hero and are still within the 30 day period of purchasing the original phone?

     

    I would be more than happy to look into your situation.  If you would like for me to do this, please send me a private message with your name, Sprint wireless number and 6-10 digit pin number. With this information I can authenticate and research your account. I look forward to speaking with you.

    Thank you for being a Premier customer.

    Clarissa

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