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WHY SHOULD ANYONE STAY WITH SPRINT?

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Journeyman

WHY SHOULD ANYONE STAY WITH SPRINT?

Sprint has by far the worst customer service department I have ever encountered. Is it to much to ask that when I am transferred that the person I was just speaking with talks to who I am being transferred to so I don't have to repeat myself again and again. Also these cheesy terrible lines that they most likely are forced to say do nothing but drive me crazy. NO YOU DON'T "Understand my frustration", you don't "Apologize for my trouble" YOU DON'T CARE AND THAT'S OK. I don't expect any costumer service rep to care personally about me or my phone, all i excpect them to do is answer my questions to the best of their knowledge. That leads me to the next thing, these people are *****, i would for once like to talk to costumer service rep that knows more than me about my phone and the network it is on the FIRST time i call not the tenth. Does sprint not realize that most people use there cell phone as there primary phone if not there only phone. How would you like me to not be calling from my cell phone when i have a technical issue WHEN IT IS MY ONLY PHONE.  Overall i am very disappointed in sprint i have had constant issues with them since switching to them recently. I would advise anyone to NOT GO TO SPRINT IF YOU ARE LOOKING FOR QUALITY SERVICE. I AM COUNTING THE DAYS TILL MY CONTRACT IS UP SO I CAN DROP THEM.

Message was edited by: Moderator

Message was edited by: izzyks

25 REPLIES 25
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Patron

As an advanced tech specialist I can confirm that we can remotely access blackberry and windows mobile devices... with the customer's permission. The customer has to download a special app and allow us permission to access the device. The customer can see everything that we're doing and even stop the remote session if needed.

Now to vent:

     1) if you need tech support, please don't call in from that device. As someone who doesnt have a home phone I know that this can sometimes be an issue. But find a way.

     2) PLEASE HAVE THE DEVICE THAT YOU'RE CALLING ABOUT WITH YOU. don't call in and request support for a device that you don't have in your possession. How do you expect to get any troubleshooting done??

     3) On the surveys please answer YES if we resolved your issue or DONT KNOW if your issue is still being worked on. Also, it's really, really irritating when a customer's issue was resolved but they choose "No'' and add comments like "my issue was resolved but now i have an issue not related to my original issue but instead of calling in i'll just fail your survey". A lot is riding on these surveys. It's really frustrating when you bendover backwards to resolve someone's issue and they fail the survey because they have something against Sprint. The survey is ONLY about the Specialist that helped you. I could go on for hours about how much I am against survey's so I'll stop here

Message was edited by: roblair

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Patron

Actually 7/10 issues are resolved by removing the battery.

I repeat: 7/10 issues are resolved by removing the battery.

We don't use that as a way to get you to do anything but resolve your issue for calling.

Phone's are like computers. You have to restart them. Also, the longer your phone is connected to the network, the worse your service will get as time goes by. Pulling the battery clears the cache and reconnects you at a better connection to the network.

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Journeyman

Because of the best plans with lowest price and best value.. also because HTC EVO that will be a great phone and sprint 4G network..

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Journeyman

HAHA .... I signed up just to respond to this string. I've recently left Sprint and THANK GOD too. Worst customer service/technical support and coverage was horrendous. I had dropped calls within my own home. To top it off, I did not take an unlimited text plan therefore I get charged for every text message outbound or inbound. So what does Sprint do? They text me with junk messages to advertise their deals. You put 2 and 2 together.

Now about the support... why do they insist to have me reboot my phone? Most logical people have tried rebooting the phones to clear any errors. Sure there are some people who lie to just get past that part but come on. People have dealt with support before and they have done their part in rebooting, probably several times.... then again, I get this same BS from Dell, go figure. Difference is I never had any success with Sprint devices... like right now with the new 4G devices.... it keeps dropping every so often, much like the phone did when Sprint was my carrier. Now seriously??? Comparing technical support over the phone to a mechanic?? Do you call the mechanic and have him tell you how to swap out your transmission while on the phone????????

-Systems Administrator

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Journeyman

EVO baby thats why you stay with Sprint

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Journeyman

My phone no matter where I went was in a constant state of romeing.

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Journeyman

x_hero wrote:

Yeah..

1) Don't call on the phone your having the issue with.

2) Have your phone available with you.

3) If you get someone who isn't knowlegable on the line, just hang up and get someone good or simply ask for a Supervisor.

The people on the other line are still people, just like you. If you speak to them in a tone or even cuss at them, how would you feel? Some of them do know what they are doing. If you really have a serious issue, why the **** are u calling in anyways. Take that thing to a repair center. If I was customer care Id call you an idiot and transfer you to cancellations myself. Bless those peoples hearts that will take your call.

Bless there hearts you are either a sprint employee or something  I can't post on this site. Yes I know they are people on the other side of the phone and no not every one of them is an idiot. It's also clear that you have never called a customer service line or you wouldn't have suggested to hang up and call back. You have no idea the what the wait times can be, you have no guarantee of getting someone knowledgeable when you call back, and from my experience working in customer service the "Supervisor" is person sitting next to you. Also lets not forget one important fact THEY ARE GETTING PAID TO ANSWER THE PHONE these people aren't doctors finding cures for cancer you  don't do customer service because of " a higher calling" you do it to pay the bills. Maybe next time I have an issue you can send me your phone to use to call cause all I got my cell.

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Journeyman

Bless there hearts you are either a sprint employee or something  I can't post on this site. Yes I know they are people on the other side of the phone and no not every one of them is an idiot. It's also clear that you have never called a customer service line or you wouldn't have suggested to hang up and call back. You have no idea the what the wait times can be, you have no guarantee of getting someone knowledgeable when you call back, and from my experience working in customer service the "Supervisor" is person sitting next to you. Also lets not forget one important fact THEY ARE GETTING PAID TO ANSWER THE PHONE these people aren't doctors finding cures for cancer you  don't do customer service because of " a higher calling" you do it to pay the bills. Maybe next time I have an issue you can send me your phone to use to call cause all I got my cell.


I'm not a Sprint employee. I just have common sense. If I have someone on the other line that I know can't help me, why continue speaking to them. At least TRY and get someone else that has at least more knowledge than who you were speaking with. If the supervisor is prob someone sitting next to them better hope they know what they're doing because other than than theres no reason to stay on the line wasting your time. If you have an issue where your phone is disabled and have no other means of calling.. why the f are you calling in? Go to a store. Only reason why you should call in is if your in a town that has no repair center. I was speaking to tech and I had been on the phone for an hour. The guy knew my frustration so he offered to make an appointment at a store so I could just walk in at 2pm, bypass lines and got in and out quick.

Not everyone is going to have a good experience but there are somethings you can do to make it easier on yourself.

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Journeyman

You say that Sprint has by far been the worst customer service department you have ever encountered. However, it looks like you arent trying to get your phone fixed, but look for an excuse to leave. The following issues you have mentioned about Sprint, are the same with any carrier in the US:

"Apologize for your trouble" ,"Understand your frustration" and other statments of empathy are the job of any rep for any carrier, so no matter where you go, I'm afriad you will end up mad at any CustServaceRep

when it comes to answering your questions to the best of their knowledge. all reps from every major carrier use a database rather the memorize info from everything about the carrier. it prevents providing incorect info, especially with how carriers are always changing.

How would Sprint like you to not be calling from your cell phone when you have a technical issue when its your only device.  Trust me, I understand this can be frustrating, My cell phone is my only phone too. If i have issues, I will call in, see if theres any kind of simple fix, but if its something that requires going into the device, it cant be done on the phone. No rep, not Sprint at&t Verizon or t-mobile can reach through the phone and fix it while you are on it. just cant be done. I know Sprint has device support centers, which are made for this situation. Also, there is onlne chat, which leaves your phone in hand, unused and ready to be fixed, without even having to call Consumer Care.

I'm sorry that this is the impact you have receved from Sprint. I'm Not sure what the issue that has been impacting you is, but I'm sure its sometihng that can be resolved.

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Journeyman

I would agree with JSmart2 that the EVO could be a valid reason to stay, but for the fact that I tried to upgrade my phone today at my local mall, and the retailer informed me that they were only selling the EVO for new customers, or those adding lines.  In the interest of full disclosure, this was an authorized reseller, but it was a store with a Sprint logo on the entrance, and therefore is an agent of Sprint.  Sprint should not allow these practices.  I too had an aweful experience in an online chat today with a CCS, wherein he could not make a simple accounting transaction, not because it was not the right thing to do (he admitted that it was), but that the system would not allow him to do it.  I reminded him of this simple question on Sprint's community page:
What does Customer Loyalty mean to you? What is Sprint doing to help you to want to stay with us?
My impression after these two recent dealings is that this is lip service.  Customer loyalty is not a right, but something that must be earned.  Seems that this is a lesson that still needs to be learned at this company.
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Journeyman

I just  got lied to another two year agreement by sprint. would love to mention names but am above that.I am currently trying to get out of it so i can cancell but i doubt it.They promised me  a discount that they tell me their computer doesnt recognise so they can't fullfill it.sprint sucks and if they can show me other wise i am going to persuade as many people i know to switch or not consider sprint.I am willing to take my evidence in writing to my closest store and stand outside and talk and show every customer that walks in how sprint lies.....

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Journeyman

Sprint service is the worst around, stay away from Sprint, unless you want endless aggravation

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