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Deplorable Customer Service


Deplorable Customer Service

I have been trying to resolve a billing issue for over two months, and I have still not received any resolution.  I purchased an iPhone 7 at a 50% discount (the only reason I chose this phone), and my billing has not reflected this 50% discount at any point since I purchased the phone in December.  I have called sprint multiple times, and either my call gets disconnected, or I am promised that the issue will be resolved during my next billing cycle, which has never happened.  I have also contacted customer service on two occassions using the ridiculous 'chat' window that curiously disappears once I am logged into my account (Clearly, Sprint is making their customer service more availble to prospective customers, and once they're taken the bait, customer service is no longer a priority to the 'customer'... especially an uhappy customer with unresolved billing issues).  However, this 'chat' window has preserved conversations with customer service that exposes their failures.  Through failures, Sprint has finally found a way to be conistent.  I refuse to pay my bill untill this issue is resolved and I will never pay the late fees that have resulted from their deplorable customer service.  If this is not resolved quickly, I will seek a contract buyout from another carrier.


I have pasted two 'chats' below.  The bolded texts indicate customer service failures.  The last 'chat' indicates that I would be contacted in 48-72 hours... at this point, it has been 240 hours since the last 'chat', and I have not been contacted by Sprint customer service.  Deplorable.


Chat ID: 737280288457488081

DATE/TIME: 2017-01-21 19:57:19

Your chat transcript:

Sprint : We received your information and will connect you with a Chat Specialist soon

Anette T : Thanks for contacting Sprint. I am happy to help you today.

You : On 12/18/2016, I purchased an iPhone 7 at a 50% discount, which means my monthly payment is $13.545. I am currently being charged a payment $27.50. I called Sprint customer service on 1/16/2017, and the customer service agent assured me that the 50% discount would be applied on 1/18/2017. Obviously, the discount has not been applied. Currently, the website is showing a current billed amount total of $2.96. I realize this balance includes a $100 rebate, but to be correct, it should be reduced by $13.454 to reflect my 50% discount. $2.96 - &13.454 = -$10.494. So for my current bill to be updated correctly, Sprint must now owe me a credit of $10.494.

Anette T : Certainly I will check this for you and will try my best to assist you with that

Anette T : May I please have your 6-10 digit numeric PIN to access your account?

You : I don't have my PIN

Anette T : If you don?t know your PIN, please provide the answer to your security question: First elementary school name?


Anette T : Perfect! thank you for the account verification

Anette T : Please give me a moment to review your account.

Anette T : Thank you for waiting

Anette T : As I can see in your account that you have purchased the device on lease on 12/18/2016 and the bill which you are showing is the billing cycle 11/27/2016 to 12/26/2016

Anette T : The 50 % off lease credit will take 1 to 2 billing cycle to setup the promotion on your account however you will get the credit of previous month also

You : I see. Thank you

Anette T : You're welcome


Chat ID: 742628574909988656

DATE/TIME: 2017-03-09 02:05:02

Your chat transcript:

Sprint : We received your information and will connect you with a Chat Specialist soon

Veronica K : Thanks for contacting Sprint. I am happy to help you today.

To receive your Chat transcript, click Email and enter your Email address.

Veronica K : I apologize for your long wait. Please give me just a moment to pull up your account and review the reason for your chat.

Veronica K : Let's move this chat and make it a window of its own. It will enable you to view other Web pages while we chat.

Simply click the white or yellow Yes button below now.

Veronica K : Thanks for moving the chat window.

Veronica K : I'm sorry for your inconvenience. I?ll help find a solution for you as quickly as possible.

Veronica K : Please give me a moment to access your account information.

Veronica K : Thank you for your patience, I will have the information shortly.

Veronica K : I'm still researching the information for you. Thanks for your patience.

Veronica K : I can get the information for you in the next few minutes. Will that be alright?

You : Yes

Veronica K : Thanks!!

Veronica K : Thank you for your patience, I will have the information shortly.

Veronica K : I'm still researching the information for you. Thanks for your patience.

Veronica K : I'm sorry to keep you waiting.

Veronica K : I appreciate your patience.

Veronica K : I have checked all the details on the account. I see that you are eligible to receive the credit and you should receuive the credit

Veronica K : It seems that the script had not run yet, this might be causing the issuer for the credit.

Veronica K : I have sent the details to our back office team to review your account so thety can work on the account. It may take 48-72 hours to work on the account and find a resolutuion for you.

Veronica K : I would really appreciate your patience meanwhile

Veronica K : Please let me know the email addrss or phone# where the team can reach you


You : ******************

You : Thank you

Veronica K : Thanksfor giving us a chance to escalate the concern.

Veronica K : The specialist assigned to your account will work on this and will help you with some resolution

Veronica K : A note has been added to your account to capture the details of our conversation for other individuals to reference when they access your account.

Veronica K : I really apologize for all the inconvenience you have experienced in this regards

Veronica K : I appreciate your time and patience while chatting with me

Veronica K : It is my personal experience with this company and please believe me it always look for customer's benefit, you will also be given the best resolution without any issue.

You : Thank you

Veronica K : Is there anything else I can assist you with today?

Veronica K : You are most welcome

Veronica K : ANything for a valued customer

Veronica K : Do you want me to check anything else fior you

You : No, thank you. I'll just wait for the response through phone or email.

Veronica K : Sure!

Veronica K : Thank you for choosing Sprint - we appreciate your business!



Sprint Employee




We truly understand how inconvenient this situation may be for you! We'd love to help and improve your experience with us.


I sent you a Private Message, please reply back to us as soon as you can.




Sprint Social Care

Sprint Social Care

Me again!


Sprint has failed! Surprise!  After finally resolving the issue stated above, my 50% discount has been removed once again!!  Does Sprint expect me to not review my bill?  I am giving Sprint one last chance to resolve this issue and reinstate the 50% discount on my lease --without late charges-- before I go to another carrier.  Once again, Deplorable customer service.

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