Yes, I'm afraid that they did.
I'm a pretty pragmatic customer--I expect that there aren't that many differences between cell phone providers and that as long as you have something that works for you, it's fine. I've been with Sprint for over a decade--got a phone as soon as they opened a store in my area.
I upgraded two phones today, and when I got home to activate the first, a BB Curve (the new purple Curve), I noticed that the BB (the other phone is not a BB) had been switched out of the Fair and Flexible Family Plan that the two phones had shared to a Simply Everything plan, while the second, non BB phone was on the Fair and Flexible Family Plan, thereby more or less doubling what I would pay a month.
I chatted with a rep online immediately to resolve this issue. Then I was told that with the new BB Curve, I *had* to be on a different plan as the Fair and Flexible Family Plan didn't work with the new phone anymore (even though I was replacing an older red BB curve with a new purple one (!)).
Though the line of reasoning is somewhat strange, I accept that a company has the right to offer only certain plans with their new phones. What I absolutely find offensive is that they would not inform you when you upgrade your phone. (My receipt, by the way, confirms I'm still on the old plan).
When I chatted with the rep, she was apologetic and found me a plan that offered me less minutes, but more services (many of which I don't need) so I could stay in the same price bracket. They would not let me return to my old plan, unless I hiked back to the store, returned my phones, went back to my old phones. Which I really felt like doing, frankly, so I could run away to a new company and away from this mess.
What still makes me extremely unhappy after being with Sprint online and on the phone for over two hours is that their customer service is absolutely deplorable. It's not the fault of the people who are answering the phones, really. It's their training. Why, oh why, did I have to restate my problem again for the supervisor who called me back after the junior rep hung up on me, even after admitting that she had been listening in? Why did I have to restate it again and go through the same debates again (as to why their new plan of Everything Data was not as good for me as the old plan I had) when it was moved up the chain? After two hours, I was just worn out. Finally, we adjusted the plan so I am paying more or less what I paid before, and she gave me a measely $10 credit (which I had to ask for repeatedly, just for the massive waste of time, the poor service and the hassle).
Because their training encourages the service reps to push the customers to the point of rage (because only when you say that you are leaving, do you get anywhere), I still feel extraordinarily dissatisfied even though my problem has been somewhat resolved. Because I'm not going to get that time back. Because I feel like I shouldn't have had to go through that. And because I know that I'll go through that again if I make any significant changes to my phones/plans--really, is it a surprise that trade journals and national newspapers repeat over and over again that customer service is a problem for Sprint? Oh yes, and when I asked if I could get my old plan back with the highest level supervisor that I could get if I returned my phones, she said, yes, but that I would have to return them, then call Sprint *2 and go through this with someone new on the phone again. After two hours, this threat was enough to force my compliance.
I rarely feel this strongly about a company (because, really, what's the point...it's a company with people who probably don't want to be there or are just making a living)...but I detest Sprint. You've made my life miserable for two hours, unnecessarily. I absolutely detest Sprint.
Yes, rack up my call as a success on your call sheet as "successfully resolved." But you should know that this is the takeaway that I got from my service experience: You've been with us for ten years? You are a sucker. There are no rewards for loyalty here.
Thanks for the lesson!
Customer service has undoubtedly been a problem, and I think they have admitted to it.
Once when I renewed a contract, whoever the rep was, accidentally put me on an employee plan. Later when I called in about something, a rep saw I was on am employee plan and just cancelled my plan without any warning or a phone call, zero notification. Account services did manage to reconstruct it, but for a little while I was without service, and at the time I was flying for a cargo airline, and it could have caused me some major job issues.
I mentioned in the other thread how after a text messaging issue I was having with texts not going out, I called in about it. Rep without permission or notification removed my data plan. Months later I get a call asking if I wanted to get a different plan, because of these large bills as a result of my data plan not being there anymore. Talk about wanting to explode, I had specifically signed another contract with data, and I certainly had never authorized it to be removed. Each month since that rep had deleted my data pack, very large overages happens, quite costly ones
It cost me LOTS of money, lets just say the money I lost from this unauthorized plan change would have paid for years of sprint service. They never did make whole on it, they did add data back, and admit it was their fault, but did not think they had to pay it all back.
Check your bill every month without fail, even if you are not using it much. I probably would have had grounds to sue, who knows, maybe I still would over what happened. But I cant exactly ever recommend Sprint because of those customer service issues. But they do have some good plans, however verify everything is done that they say, and check the bill every month without fail.
I understand your frustration and the rep who sold you the phone should have told you a plan change was required to get the new phone . Did He/She giv e you a copy of the contract . If so that would also show the plan change.
Something similar happened to me.( DO NOT EVER TAKE ANYTHING THEY OFFER YOU, credit towards something or something free) I called to ask why my second device was not showing up on my family plan. I also was curious about the new phone and when it would come out. The Rep offered me a credit towards a new phone and I could use it whenever I wanted to. I told him MORE THAN ONCE that I DO NOT want to change my plan or sign up for another one. I just wanted information.Without my knowledge he extended my plan for two more years. As soon as I found this out I called back ( the local Sprint store employees are so unfriendly and no help at all!!!) When I called Sprint back and had the credit taken off and restored my plan as it was before I talked to them. However the plan end date now reads 26 days longer then it should. So I am in the middle of getting this fixed to.I have been a customer since 2003, I guess like you said "loyalty does not count anymore" however this also works the other way. I know that all those conversations are recorded and Sprint can go back and hear that I did NOT give my permission to change anything on my account and was just calling for information. If I am unable to solve this to my satisfaction, I will leave Sprint,sign up with another cell company and take my FOUR accounts with me.
I am furious with Sprint! Up until 6/22/10, everything was fine. I have no idea what knocked two of the three phones on my account out of service. They worked fine and then both just didn't work. Oddly enough, the third phone worked just fine. I started calling Sprint on 6/22 to get tech support. They tried all their reprogramming and nothing worked for either phone. Then was told "Oh, there are cell towers out in your area, and it will be fixed soon".
On 6/23, nothing yet worked. On 6/24,called Sprint again for tech support. got shuffled around to different departments, they all tried reprogramming phones. All attempts failed. Again was told cell towers out in area, just wait, maybe will be fixed on 6/25, but probably not until 6/28. That's all they knew. Called Sprint again on 6/26, after waiting for 5 days for service, got shuffled to different departments, finally was hooked up with Sheila in tech support. She was able to change the mobile identifier # on one phone, and it worked immediately! Why couldn't they have done that the first time I called? I did not have access to second phone when I had Sheila on the phone. I believe if I would've had that phone with me, it would be fixed now too. I called Sprint back that same day when I had access to second phone to repeat the procedures to change mobile id #, after many failed attempts by various other tech people, asked for the escalation dept. I'll admit I've gotten very angry with these people on the phone, but they CANNOT give me a a reasonable explanation as to why 2 phones are now working (even though cell towers are supposedly out in the area). I called them again on 6/27,got shuffled to different departments, tried reprogramming, all failures. I called again on 6/28 and again on 6/29, was again sent to escalation department, a work ticket was issued for that line and I would hear from engineering in 36 to 72 hours. Got a call today 6/30 on voicemail, that work ticket was nullified because cell towers out in area. Keep in mind I also took this phone to a store to have the store try to talk to these people because I was tired of speaking to people that I could barely understand because of their accents. Now they have changed the activation date on this phone and extended the contract without me knowing it. My son has lost a job interview because of Sprint and has lost chances for overtime at his present job because Sprint can't deliver their service. But when I was at the store, new customers were getting phones activated and weren't being told cell towers are out in the area.So far I have wasted at least an hour everyday for 10 days with these people and I'm right back to square one. But I also know the squeaky wheel gets the grease. Maybe it takes a lawyer to get them to provide a service you're paying for. We have waited 10 days now for service to this phone. You can make book that if I didn't pay my bill for 10 days, my service would be cut off.
Nearly the same thing happened at my company. We were talked into a nearly homogenous Sprint mobile environment, but when we started getting a real taste of their tower and customer services we stopped extending contracts. We are currently biding our time, waiting for all of our contracts to expire, so we can go to VZW.
The relevent to this thread part is, one of our users walked into a Sprint store and the 19 year old behind the counter gave him a new device and a new line of service to replace his old broadband card. None of this was authorized by anyone with decision making authority on the account. We discovered this months later in an internal audit, that one of our users had two separate broadband cards assigned to him. Again after hours on the phone, we got the line cancelled, but were never refunded ANY money. I will be the happiest IT Professional on planet Earth when we move all of our lines away from Sprint.
I agree with everything you just said..I was adding my sons phone on my plan that I have had for 5 years.. It took me 3 hours. The lady I was talking to reminded me of someone at Woodstock. That she had been there on an acid trip for 3 days... She tried to charge me for a free phone and everything else.. I got to the point I was yelling at her.. The come to find out when it came time to upgrade my phone they wanted to charge me. Someone had put his new number has the main number.. So I called and talked to someone for an hour to try to fix this problem.. I'm supose to wait 2 months till I can upgrade my phone... Then they keep calling me to ask me how do I like their service. I told them not to call me again till they have all this strighten out..
I just had the same issue, I called in on the 7th of July becvasue of a phone issue, it wasn't working. Now today I get a call to verify that my plan changed on the 7th from everything messaging to everything data. I never said anything to the rep about changing the plan, I changed my plan in March and have been paying on this plan since then. I just logged on to the website to make sure my new bill doesn't say anything about data plan, and the website still says Messaging. I am very disappointed wityh Sprint, I have had multiple issues with my billing since last year. I will say that when I was having financial difficulty the people in customer service were notyhing but nice and helpful, but your billing department as far as who figures out what the the bill is going to be or if it is the system, it sucks. I am seriously thinking about cancelling my sprint account when it is up for renewal and going to another company because I work full time and have an 8 year old child, I don't have time to call everymonth about my bill. I can't have days where sometimes my phone works and other days it doesn't. I don't want to leave sprint I have had a long experience with them with my job, and that being the reason I went with Sprint, but this is just getting ridiculous. I hope that I will not have a problem next month that I have to contact anyone at Sprint.
For anyone still needing assistance with issues, please feel free to private message me your email and name and I will connect you with a SprintCares specialist.