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SprintFreeMsg Spam and 3 hours of horrible support.

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13 REPLIES
Wizard

SprintFreeMsg Spam and 3 hours of horrible support.

You don't need to apologize...different people have varying degrees of understanding when it comes to these things.  I can understand the fear...but, I still don't think you get it (you don't need to verify the message...just the text number) -- but, you have a resolution..so, who cares, right?  But, since you responded to my reply to Roy to say I was "misleading"... let me say that you were given this solution by several Sprint reps, then by me, and then by Mr. Sprintastic (confirming a Sprint code):

From 1st Response:

"#2: You can reply "END ALL" to stop all messages from Sprint in their  entirety.  "END ALL" is a phrase hardwired into the system to eliminate  you from the universe of Sprint advertising via text."

From 3rd Response:

"2. No one will COMFIRM they [the txt msgs] came from Sprint because someone could  spoof the sprint number and send you a message.... BUT they will confirm  if it is their text code and hence you can feel safe to reply to that  number under #1 or #2 above.  You must differentiate between the message  and the number that it is received from. 

...

5. ...  If a rep were to help you, more than likely they would be sending a text  message to one of the numbers (7777, 9099, etc) with END or END ALL in  the message.  They want this to be fully automated:  it takes pressure  off of their support line and it puts the power to turn them off into  your hands."

   END ALL!!!

Journeyman

SprintFreeMsg Spam and 3 hours of horrible support.

Dude, it was neither simple nor discoverable.  This whole mess  started with a call to Sprint to verify the messages.  I spoke with 4  people at Sprint and even the manager could not confirm that those were  sprint messages.  But then you know I called, you know they couldnt  verify the numbers and you know its a bad idea to respond to  questionable spam, you just want to keep arguing.

You are being a bit misleading when you say the  suggestion you made was the same as the one from Mr. Sprintastic.  If  you do not understand the difference between responding to an unknown  number and initiating a send to a known verified number, I'm not sure  what to tell you.  See the sprint icon by Mr.Sprintastic -> Sprint representative.  That makes it a valid number that I will send to.

I apologize for calling you out like this but  you refuse to understand why its bad and you ignore things that have  been stated repeatedly.  You go right ahead and continue to reply to  spam, I really hope that works out for you.  This has turned from a  discussion (that has been resolved btw) to a session of repeated statements going nowhere.  I'm out, I wont be returning to this thread, you win, consider this my "END ALL".

Everyone else, if the spam is claiming to be from a  specific source, look up the contact information separately and contact  them through that channel.  If they dont like it, they shouldn't send  out spam.  It doesn't matter if its some silly phone text from Sprint or  your bank, if it smells phishy don't risk it.

Wizard

Re: SprintFreeMsg Spam and 3 hours of horrible support.

Dude, it is simple and discoverable (if you call or search).  You could reply "END ALL" to any sprint msg and it stops them all (not one at a time unless you like some and don't like others).  If you don't trust that you are sending it to a Sprint number, call *2 to verify the number (not the message).  That was one suggestion I made and the solution given my Mr. Sprintastic (he just used a different Sprint msg code).  My key point was that a sprint rep was not going to personally remove you...something that did not happen here.  I was not commenting on whether I agree with this policy; merely, the futility of requesting a solution that will not be given.

Although I must agree that the END ALL solution should be added to the tech support page, which I listed under option #1.  That is a solution that I knew and apparently customer service knows, but it isn't on the page with the rest of the options....so I will definitely agree there.

Journeyman

SprintFreeMsg Spam and 3 hours of horrible support.

This is a solution I can live with.  I have no issue with sending a  text to a verified Sprint number.  This is very different than replying  to unknown unsolicited messages.  Had the first agent suggested this I  would have thanked her and been on my way.

I know you cant discuss (nor should you) any actions that may or may  not happen based on my experience, so I wont ask.   I'm fine knowing it  is being looked into.

I try hard to weigh all experiences and not focus just on the bad, add another point to the positive side.

Thanks for taking the time to respond Mr.Sprintastic.

Re: SprintFreeMsg Spam and 3 hours of horrible support.

To be removed from Sprint's SMS Message (Text) list,  please text the words “END ALL” to 8989. You will receive one final SMS confirming their removal. (Thanks for your loyalty to Sprint. We have removed you from our SMS messaging list.)

Thanks,

-Ron

Journeyman

Re: SprintFreeMsg Spam and 3 hours of horrible support.

pharaoh0, I understand that you're trying to be helpful, and I appreciate the effort you've put into your responses, but I'm another customer dealing with the exact same issue that Blaine5555 is having. I share the same grievances and the same frustrations, and agree completely with his/her position on the issue.

Simply put, Sprint needs to provide a simple, discoverable means to unsubscribe from *all* their unsolicited mass-advertising via their website. And no, I do not consider having to respond to each and every message from an unknown short-code as a viable solution and I hope I'm not forced to craft any tortuous analogies to illustrate why

Wizard

Re: SprintFreeMsg Spam and 3 hours of horrible support.

Wow...that's a lot.  I am not questioning your want for better customer service, but I am merely questioning your need to pour so much time into a simple issue.  I tried to provide you with a solution...you don't like the solution and want something different...not sure if that can actually be provided.

but to answer what you addressed to me:

1. I said block the spam...not use the "opt out".  Opting out and blocking are different things.  Going online and opting out usually works well for the Sprint email stuff, but not so well for texts.  Blocking it will nip it in the bud.

2. No one will COMFIRM they came from Sprint because someone could spoof the sprint number and send you a message.... BUT they will confirm if it is their text code and hence you can feel safe to reply to that number under #1 or #2 above.  You must differentiate between the message and the number that it is received from.  For instance, it is possible for someone to call somebody you know but to use your phone number as the from number.  If that person tried to call back the number, they would get you and not the person that spoofed your number.

3. You have to go to the tech help page and follow the instructions.  You can block individual numbers and text message codes (i.e. 7777, 9099, 4443, etc).  Then when a message comes to your number from one of these numbers, the system will stop it and you will not receive it. 

4. Agents can always pull up your text messages (getting them to give you a copy is bit more difficult), BUT, they do not have access to the main ad system that delivers the messages.  They are merely looking at what was received by you phone...they are not looking at the system to see if you are signed up for the messages.

5. That is a design thing.  The reason why is back to security and privacy.  Sprint doesn't want their reps in the loop of this process.  If a rep were to help you, more than likely they would be sending a text message to one of the numbers (7777, 9099, etc) with END or END ALL in the message.  They want this to be fully automated:  it takes pressure off of their support line and it puts the power to turn them off into your hands.

I really hope that you find a solution that works for you.  I was merely trying to help you to understand what you could do and why you are finding roadblocks within Sprint.  As to the legal bits, it is important because most companies operate within those parameters.  Advertising is very important and many companies lobbied hard to get exceptions to many of the consumer protection laws regarding adverts/solicitations.  Most companies try to provide a wall between themselves and this issue by hiring 3rd parties to do the advertising for them.  This is probably why you were running into so many issues regarding the reps ability to remove you from these lists.  But, I really hope that Mr. Sprintastic can find a resolution for you

Blaine5555 wrote:

So lets break it down.

1.  I used their web opt out.  I still get spam.

2.  Even the 'manager' could not confirm that these came from Sprint.

3.  In case you missed it above, none of the messages came from the same code, so how does your blocking "solution" work?

4.  This system does not provide any added privacy or security for this topic.  Every agent I spoke with was able to pull up all my text messages and read them (at least a couple of them said "yes I see that message.")  This system is designed to make it difficult to opt out.

5.  Whether we agree on 4 or not, the CS reps don't need access to my messages in order to click a button that turns off the spam.  Sprint needs to provide them with that button, as well as make the button in my preferences panel work.

Journeyman

SprintFreeMsg Spam and 3 hours of horrible support.

Thanks Mr.Sprintastic, number sent.

Journeyman

SprintFreeMsg Spam and 3 hours of horrible support.

So lets break it down.

1.  I used their web opt out.  I still get spam.

2.  Even the 'manager' could not confirm that these came from Sprint.

3.  In case you missed it above, none of the messages came from the same code, so how does your blocking "solution" work?

4.  This system does not provide any added privacy or security for this topic.  Every agent I spoke with was able to pull up all my text messages and read them (at least a couple of them said "yes I see that message.")  This system is designed to make it difficult to opt out.

5.  Whether we agree on 4 or not, the CS reps don't need access to my messages in order to click a button that turns off the spam.  Sprint needs to provide them with that button, as well as make the button in my preferences panel work.

Since you keep wanting to include this "legally" straw-man angle, please link to your source for "legal" requirements. 

However, even with a link to that source, this topic is about Horrible customer support and spam.  "Legally" will only matter if it bothers me enough to sue and/or drop service while trying to avoid the ETF.  I have not threatened either and I really don't see this issue going that far.  This issue will be a factor when my contract rolls over, other than that I'm just here to vent.  I find this entire situation unacceptable AS A CUSTOMER.  If everyone simple rolls over and takes it, these things will not change.  Sprint has shown a willingness recently to make changes that customers want, see the reference to bloatware above.

I can see that you are a huge fan of Sprint, to the point of making me wonder if you are not the anonymous voice of a frustrated Sprint CS agent.  But all of that aside, rehashing the same "its not hard to do what they say" is not going to change my mind.  Something that could be helpful, you seem to know a great deal about Sprint's services.  Do you know if there is a number or link that I can use to register a complaint about the service I've received?  Something specific, like an 'internal affairs' or QA type of department, I have no interest in getting connected to Darnel ver. 2.

To keep it on point.

1.  This thread was created due to the horrible support I received.  I am looking for a Sprint rep to address this 'support.'

2.  I will not reply to the spam.  I will call customer support every time I get a message from here on.

3.  Your opinion on mountains vs. molehills is just your opinion.  I appreciate your point of view and your input but I disagree.  If I'm am bothering you with my concerns I'm sorry, but you are not required to answer.  I have no interest in trying to change your mind on any of this.

4.  Good customer service would have been, making the 'web opt out' work but if there's a bug, enabling the first agent I spoke with to stop the 'Sprint spam' would have been fine.  Bad service is 3 transfers, plain flat out wrong information from a manager and a hang up.

Re: SprintFreeMsg Spam and 3 hours of horrible support.

Blaine5555,

Sorry your having an issue getting this taken care of.  Please send me a private message with your phone number and I will take a look.

Thanks,

-Ron