I bought a Sprint HTC One Max on Ebay. I took it to the Sprint store two Fridays ago to have it activated, and the IMEI gave an error. Store manager "I've never seen that error before". I called customer support from the parking lot. I was basically told they didn't know what was wrong, and that they would open a support ticket to have it sorted. I contacted support through chat on Monday, and the support ticket had been closed with no reason given. Went through the whole thing again, and was told the same things. Contacted them again through chat Tuesday, and the support ticket had been closed again. Reason given, "Incompatible phone model". Tech support reopened the ticket and escalated it to high priority. Contacted them again Thursday, again the support ticket has been closed yet again. Reason given, "Insufficient phone information", despite being given the IMEI DEC, IMEI HEX, model number, and my contact info. But I was assured "There's a dedicated team working on it", and that they would give me a call. Still haven't recieved a call. I logged into my account today, went to activate phone, put in the IMEI, and still recieve "Hmmm… this number doesn't match our records, please try again.". Doing research, what I've discovered is that the phone was probably activated on another network and the IMEI was removed from the Sprint database and needs to be re-added. I'm ready to switch to a company with real customer service.
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Thank you for responding. When I turn it on, it says Sprint Spark. And there are some Sprint apps, like Sprint Zone and Sprint Worldwide. The model number is HTC0P3P7.
I can't get help either. They were running a special when we got our phone. 65 for the unlimited service, 33 to pay for the phone= $99. they added 4 free phones. I said, "We don't need them." He says, "They're free and everything is $99. you can't lose. Now they are billing me for $187.52 -$33. for the free phones. That comes to $155.22--No way. There is no way we'd agree to that. My wife still has Verizon. I wish I would have kept them. Now I am trapped in with these lying, cheating people. There is no way of getting rid of any of these phones, and they are still trying to overcharge me. I can't get anyone to understand. I will not recommend them to anyone, and I will begin bad-mouthing them, they should not be able to get by with this. They have done it every month, but then when I call they give me a refund. The woman I talked to this time would not even do that. What should I do? I can't even find a way to email them.
I have had some of the worst customer experiences with Sprint. Customer for 15 years and have paid Sprint well over $70,000 in that time. If your bill is late, or you want to upgrade, or pay them more money... it's surprising how intuitive and easy they make it. Need help with something, have a problem or an issue? Just try to find an email for them. The number you call sends you through loops to get to someone who is nice, but won't be able to help you. Sprint doesn't care about anyone but themselves, so as a selfish giant company, they're pretty great. But as a compassionate corporate citizen, they fail miserably. From the behemoth, sluggish website filled with bugs they make us wade through, to the labrynth of automation you have to go through to talk to someone, to the lack of really being there when people need them, they are just truly awful... one of the worst I've ever had to deal with. The only one I would say was worse was the local cable company.
Need to find a place to pay your bill? Oh that's easy... they have two or three ways you can get to that page. But have a support issue or problem? "Try the community pages where our customers try to answer your questions." Thanks Sprint.
15 year Sprint customer. Welcome to Sprint. (It wasn't always that way, but they've fallen into an abyss). I'll be leaving them as well.