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Chicago Text Messaging Delays

Journeyman

Re: Chicago Text Messaging Delays

@chicagoblt,  you're making yourself look incompetent by being so difficult and not giving ClaudiPo the info she needs to help you. I gave her the info she needed for my problem & I got a phone call the next day from someone who gave me a solution to my problem. Just suck it up and accept that someone actually wants to solve your problem.

Journeyman

Re: Chicago Text Messaging Delays

Yes, absolutely, lets make this about me. I missed 3 customer calls on Thursday that went directly to my voice mail.  And when the customer texted me to see why i hadn't responded, I looked like an idiot because I didnt get them.  If I wanted to pay to be abused by my phone company I'd be with ATT.

If Claudia responded to one of my customers with that snotty "it has nothing to do with your plan" and "you need to fill out this crazy form" I would have duckwalked her right out of the office.

I just spend two hours of my life trying to solve a BlackBerry problem with their support,  I'm not kidding. Two HOURS!  I can fly from Chicago to Cleveland in two hours and I cant get my stupid phone fixed by the so-called experts?

So clearly, on-line and on the phone, Sprint's service is consistently awful.

Thank you for calling.

Journeyman

Re: Chicago Text Messaging Delays

I am so with you. I haven't been able to recieve text messages for over 1 month. Noone has been able to resolve my issue and it seems as if noone cares. I have been sent 3 phones and that still didnt resolve the issue. I spend the majority of my day at work and at school so the majority of my communication is done through text messaging. This has been such an inconveniece to my life and noone treats my issue as a priority. I am so over this network.

Journeyman

Re: Chicago Text Messaging Delays

@napoleonito

We are posting with our sprint usernames, so they already our customer details (which phone, where we are, what our phone # is).  All they have to do is go look up the account info that is linked to the poster's name.  If they were desperately trying to solve the issue, they'd already be calling each one of us for more info.  Most of the rest of the info was already included in my post.  A competent customer service agent would consider that it was her job to gather said info up, package it, and report it to the engineers.

Of course, maybe they did try to call or text me, and I just didn't get it...

PS.  If they gave you a solution, why don't you go ahead and post up what it was so we can all perhaps benefit?



Community Manager

Re: Chicago Text Messaging Delays

For those of you who may not realize, the majority of Sprint employees who post on the forums do not have access to your account information or other private information.  What we do have is access to tools that we can submit issues on your behalf, which is the reason we ask for additional information. Claudia and the other Admins on my team are doing everything they have in their power to help solve your issues.  Some issues are not always what they seem, messaging delays for example, while one person may be in a bad coverage area, another person could have a hardware problem with their phone, so if we just make an assumption, not everyone will get their problems fixed.   While we do understand your frustrations, we also ask that you understand that even though our job titles may not be Customer Care representative, and it may take us a little longer to get your issues resolved, we are dedicated to helping you as best we can.  I hope that helps explain why we ask for your information, and if at anytime you prefer not to provide it to the admins on the forums, please remember you can use our other methods to contact a customer care representative directly by calling us, emailing or using the chat functions.

http://www.sprint.com/contactus/

Thank you,

Alley

Questions send me a PM anytime!

Crusader for Customer Advocacy
I encourage you to post your questions on the community, give Kudos when earned and always mark the correct answer as "Accepted Solution".
Wizard

Re: Chicago Text Messaging Delays

Okay, Alley beat me to a response, but I'll post mine anyway.  🙂

I realize that things may seem straightforward but, unfortunately, they're not.  I'm a regular sprint.com employee monitoring a subset of the forums, but even the Care Specialists don't have access to your online profile and account information; the community profile information is kept totally separate.  The only information I can see for your community username is your name, email address and date when you were registered.  Believe me, it would make helping you much easier if I (or someone else authorized) had access to everyone's information, but I'm sure there are also customers regularly posting out there who would not want us to be able to look at their accounts that way.  Not to mention that Sprint controls very tightly which employees have access to account information.  Sprint Community is not an official Customer Service site but a public forum.  We do have some Customer Care specialists (even they need to request your phone number so they can access your account to help if you chose to) responding to posts but most of us other employees monitor the forums and proactively try to help if we have the knowledge to provide answers or know people or processes that may be able to get customers' issues resolved.

Having more information about your problem, such as location (it may not be at the address where you receive your bill but where you work), frequency, nature of the problem, will make the trouble-shooting process faster because that's the type of information that the engineers would have to establish first -- a time-consuming step that can be avoided with your help.

Sprint is not perfect, there are many things we employees don't like, things are broken or happen too slowly, but we're reaching out to you to offer help with the tools and processes that are available to us.  We can only hope you won't reject our help.

Journeyman

Re: Chicago Text Messaging Delays

I have been with Sprint for the past 9 years  and have been appreciatative of their customer service. However, for the past 4 months, I have been greatly disappointed, frustrated and starting to be angry due to the technical problems I have been experiencing that have never been fixed permanently. My patience is running very low - the text messages once again are way behind, from 3 hours to a day and incoming calls goes straight to voice mail. It is pathetic that I have to call my cell number just to check if I there is an incoming text. I have provided the information requested on this post, not once but everytime the problem reoccurs and ClaudiPo have been extremely helpful but unfortunately, Sprint needs to take a closer look on their technical team. THE PROBLEMS FOR 60505 STILL EXIST AND NEEDS TO BE FIXED.

These issues have been a big inconvenience - can you please take a look again and try to get an immediate resolution? ??????????

Journeyman

Re: Chicago Text Messaging Delays

Well, unfortunately it isn't just localized to the North.  Here in Tennessee I have been experiencing the same thing;  Text message delays that are terrible.

I was going to take my phone in, stand in line to get to talk to someone about the issue, and leave iritated that there was nothing they could do but put in a trouble ticket.  From this thread I know at least that I won't have to do that.  Since my contract is up...I guess I will join most everyone else around and go to Verizon or AT&T.  Sprint's customer service has been lacking for years...but I'm the only one to blame...I am the one that decided to be a customer for eight years...What was I thinking?!

Journeyman

Re: Chicago Text Messaging Delays

I have reached out to ClaudiPo once again to help me with my technical issues. She have provided an immediate assistance and I had my problems solved the same day. So far, the ticket I opened from Sprint prior to emailing ClaudiPO,  did not get a call back from the technical department until 11/27 - 7 days after it was reported.

I agree with you, there is no one else to blame but us to choose to stay for years. Do not forget that there are few Sprint people who are willing to go an extra mile to help the customers. KUDOS TO CLAUDIPO! MANY THANKs TO YOUR HELP AND DEDICATION TO PROVIDE A QUALITY SERVICE.

Journeyman

Re: Chicago Text Messaging Delays

having the problem here in fla. too. 33063 area. this has been going on since the middle of october for me. i'm ready to head over to the verizon store to see what they can do for me

Journeyman

Re: Chicago Text Messaging Delays

  Guess what folks it happened in the Washington DC area too.  Sprint was no help.... until I marched myself into the Reston home office and demanded loudly that I wanted my phone fixed and I even got a free month's worth of service.  That being said when my contract is up with them, I'll be heading over to Verizon.  The Sprint/Nextel service isn't what it used to be, it just plain <removed expletive>!!!.

Message was edited by: ClaudiPo

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