cancel
Showing results for 
Search instead for 
Did you mean: 

Service Issues and No Help from Support

Go to solution
Highlighted
Journeyman

Service Issues and No Help from Support

Hello,

 

I signed up for service back in November of 2019.  I left AT&T after 10 trouble-free years of service due to Sprint advertising the same coverage and better rates.  Well, had I been informed about the 30 day return period, I wouldn't have wasted so much time and effort with Sprints support, and instead returned my 2 leases (2x Pixel 4 XLs) and switched all 4 of my lines (2x personally owned unlocked Pixel 3 XLs) phones back to AT&T. 

 

I have reported several times to both local stores and Sprints customer support about issues with dropped calls, poor data coverage, the fact that I go to a new area and have to update the PRL, then when returning home, I have to do the same in order to establish a connection on Sprints network.  It's extremely frustrating to not get the services I am paying for.

 

I recently became more agitated when I missed a very important work call because of the poor coverage.  So I started contacting support more starting a couple weeks ago.  I, on average, have spent 5-10 hours a week for the last few weeks either chatting with or calling into Sprint's customer support.  I have been promised several call backs from Supervisors, who either do not call me back, or contact me, and then the call drops, and they never attempt to call me again.  And EVERY SINGLE TIME I call in, even though everything is documented in a CTMS ticket, I am forced to revamp all my issues again and again, and then they'll usually tell me "oh you're in the wrong deparment" and then cold transfer me back into a queue.  Chat support was no better.  

 

The only way I have been able to get call backs is from the Customer Survey team after I leave negative reviews from Support surveys.  And the Customer Survey team immediately just wants to transfer me back to Tech Support, instead of assisting.  I have requested to be let out of my leases so I can switch providers, but I am being told that it "cannot be done", which is code for "shut up and continue to pay us for your crappy experiences".

 

I am not sure what the issues are, but your company support team should not be treating customers like this...  Happy to provide Incident numbers from speaking to support and any notes and CTMS ticket numbers.  Hopefully the community support can provide some guidance, because the official support channels are god awful.

 

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Journeyman

Re: Service Issues and No Help from Support

 

TL;DR at the bottom...

 

It has been a few weeks since my last update.  But I can confirm today that I am finally off Sprint's network and after many wasted hours of arguing, and after being transferred around in a long and disparaging game of "Customer Service Roulette"  I then finally was contacted by Sprint's Executive and Regulatory Service Department.  The Executive department's rep was nice, understanding, and had a direct contact number... Thank-freaking-goodness!   After more coverage of my case with the Executive department, they finally agreed to let me out of my lease contracts and return the phones.  

 

I returned the phones in their original boxes with all accessories untouched (already had chargers and things where I needed them).  After a few days, they received them, and then a few more days passed, and partial credits appeared for the lease buy-out.  I contacted my contact at the Executive department, and she cleared the rest.  The Executive Department was very good at resolving my problem  (Previous statement doesn't reflect upon the moderators in this community, was aimed at the folks sitting in the call centers who have little to no training).

 

My advice to Sprint:

1. Either train your customer service folks better or hire some

2. Upgrade your infrastructure.

3. Don't try to pass off 14%+ (my line made it all the way to 18%) dropped calls as "normal" (heard this from 2 CSRs)

4. Have an easier way to escalate issues without resorting to contacting a government agency.

 

 

 

View solution in original post

6 REPLIES 6
Highlighted
Sprint Employee

Re: Service Issues and No Help from Support

Hello! I see where you're coming from and understand your frustration. I'll do what's necessary on my end to help you resolve this. I don't want to ask you all the questions related to the service and for you to repeat yourself, reason why I'd like to access the account and based on the notes from the specialist you had the chance to speak with, I can review everything and go from there. Send me a private message with the account holder's name, phone number, security PIN or the answer to the security question, along with CTMS ticket number. Click on my name and select "send a message". 


Kryshna
Sprint Social Care
Highlighted
Journeyman

Re: Service Issues and No Help from Support

Thanks, @Sprint_Kryshna.   DM'ed you the requested details.

 

Just to give a little more detail, tried to contact Sprint via Facebook yesterday (my one avenue I hadn't attempted yet), and was on chat for over 2 hours, remaining just as frustrated as every other attempt to contact Sprint's other chat utility on sprint.com and the support phone number.  The rep, Khoury Sampson, assured me I wouldn't have to go over the details and then immediately proceeded to ask me questions that the answers are already documented for.  I'm surely frustrated with Sprint in general at this point because of this support.  I'm hoping that you can assist, but alas, I'm not feeling confident...

 

 

 

Highlighted
Journeyman

Re: Service Issues and No Help from Support

Just wanted to update the community on everything that's happened thus far since posting here.  On Friday (02/21/2020), I received a call from an upper tier Tech Support person.  I pulled some debug data from my phone while at home so they could get some information on one of the towers.  I provided the information and was told they'd be contacting me back.  I haven't receive a call back on this yet.  During the call, the Tech Support person mentioned i have a 14.something% drop call rate on my VoLTE and that "wasn't bad" and they said that I live in a good coverage area and surround by 'fair' towers.  And they stated if I roam from a "good" to "fair" tower, my calls will always drop.    They insisted this was okay, even though that means I ultimately have a 1 in 8 chance that my call will go through and/or fail.  This is unacceptable in terms of performance metrics, and ultimately led to my decision to pursue further action.

 

 

I have a ticket now with the Sprint Executive Team being worked, and I will gladly provide details, once everything is squared away on that front.  

 

 

 

Highlighted
Journeyman

Re: Service Issues and No Help from Support

 

TL;DR at the bottom...

 

It has been a few weeks since my last update.  But I can confirm today that I am finally off Sprint's network and after many wasted hours of arguing, and after being transferred around in a long and disparaging game of "Customer Service Roulette"  I then finally was contacted by Sprint's Executive and Regulatory Service Department.  The Executive department's rep was nice, understanding, and had a direct contact number... Thank-freaking-goodness!   After more coverage of my case with the Executive department, they finally agreed to let me out of my lease contracts and return the phones.  

 

I returned the phones in their original boxes with all accessories untouched (already had chargers and things where I needed them).  After a few days, they received them, and then a few more days passed, and partial credits appeared for the lease buy-out.  I contacted my contact at the Executive department, and she cleared the rest.  The Executive Department was very good at resolving my problem  (Previous statement doesn't reflect upon the moderators in this community, was aimed at the folks sitting in the call centers who have little to no training).

 

My advice to Sprint:

1. Either train your customer service folks better or hire some

2. Upgrade your infrastructure.

3. Don't try to pass off 14%+ (my line made it all the way to 18%) dropped calls as "normal" (heard this from 2 CSRs)

4. Have an easier way to escalate issues without resorting to contacting a government agency.

 

 

 

View solution in original post

Highlighted
Journeyman

Re: Service Issues and No Help from Support

Hi I totally agree with u I'm having the same issue with my s9 and keep getting ran in circles and nothing get done

Highlighted
Journeyman

Re: Service Issues and No Help from Support

Hi I totally agree with u I'm having the same issue with my s9 and keep getting ran in circles and nothing get done

Tags (1)
Community News

Our Community is BACK!!
Hours of Operations are 7AM - 8PM CST. Please try Searching the Community, we have many questions already answered, you can also check out the Knowledge base
If you need immediate assistance after hours please visit Sprint Chat