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Sprints customer service at an eleven-year low

Journeyman

Sprints customer service at an eleven-year low

I want to share with the group some correspondence from Sprint. I contacted sprint several times via phone calls to *2 and emails to dan@sprint.com complaining about misrepresentation of the Instinct’s capabilities. I finally got an email correspondence going (dan@sprint.com likes to call you back during business hours) during which I sent an almost word-for-word list of my complaints as it appears under “top instinct disappointments” here:

http://community.sprint.com/baw/message/129725;jsessionid=033BD630771AFCF6EFB3E5DE66A52BE5.app1jive1...

After trying to cancel services, I was asked what it would take to keep me. I said comment on my list. If I like your answers, we’re fine – if not swap my phone for a palm pre, let me buy another palm pre for my wife at the Wal-Mart price (then $80), and then we’re fine. Below is my correspondence. I arranged the thread chronologically, and changed my comments to highlighted just for readability. Please feel free to call me crazy if I asked for too much, but there lies, deflections, and lack of effort has made me so angry I felt I had to share. I feel as though I asked reasonable questions and was marginalize because sprint didn’t have the technical ability to acknowledge or address the issues raised and doesn’t care about an individual customer enough to even admit that.

------------------------
Hello Virgie,

    I appreciate the effort you took in getting this information.
Although i find it incomplete, tangential, and some of it even
inaccurate, i certainly don't think it's your fault. i have annotated
the text below to highlight some of these points. My disappointment in
the instinct remains and my disappointment in the support, honesty, and
technical knowledge of Sprint has gone up a notch or two. I might have
felt better if there were some accompaniment touching on some effort
that might be made to make this up to me, but i have obviously asked for
too much and so Sprint has countered with nothing.

Thanks
-Pat-



On Tue, Nov 3, 2009 at 4:01 PM,
Dan@sprint.com <Dan@sprint.com> wrote:

Dear Mr. McKenna:

Thank you for your patience during this research process.  I apologize
for any inconvenience you may have experienced with your Instinct phone.

I have been able to collaborate with another member of the management
team, who is very knowledgeable with the technical workings of the
Samsung Instinct.  In response to the issues that were addressed during
our conversation;

New email icon displayed when there are no new emails: From time to time
it may be necessary to refresh your email list.  Manually refreshing
your list of current emails causes your device to query the exchange
server for any new email messages and then automatically update the
list accordingly.
(that's just silly. i never had that issue before, why
should it have started after the last update)


Sending 5 megapixel pictures: The Instinct only has 2.0 MP capabilities
(i know the limitations of the camera. It can open files larger than 2.0
mp if they're jpg but has a difficult time with other "supported" file
formats)


Alarms not working properly: Ensure that the alarm is not set where it
may overlap with another alarm or snooze feature.
(are you kiding me?
i'm not the only one with this problem. if i tell it to alert 10 minutes
before or 30 minutes or 1 hour, it still goes off at the time instead of
before - this applies to calender event alarms. try it)


Email client has no push: The push is for Blackberry devices as it uses
their servers or if you are using Microsoft Exchange server.
(??? i mean
that emails sent from my phone aren't visible in the sent items folder
when viewed elsewhere)


Multiple mailboxes: Can have multiples email boxes, such as Gmail,
Yahoo, AOL, Hotmail, or even your work email and can be set to auto
receive.
(i din't say multiple mailboxes. i get that. i said multiple
folder. I can only see my inbox and no sub folders. the folders
"drafts", "sent", "deleted", and "outbox" are on the phone only and do
not reflect coresponding folders when viewed elsewhere)



More images to be opened: Images cannot be opened beyond the capability
of the phone.

Stopped receiving updates: The last update was approximately 30 days
ago, which was for firmware
. (yeah, there are updates, but there are no
communications as to what the updates do. no notes, no press release,
nothing.)

Please keep in mind that the Samsung Instinct is not a PDA/Smartphone
like the Blackberry, which allows for better business needs.  This is
more of a consumer centric device rather than a business centric device.
(
The instinct WAS listed as a smartphone upon its release. That is the
whole reason i'm angry. this product was misrepresented. bait and switch
tactics that were repeated with the HD which was also originaly listed
as a smartphone and then re-categorized)



The information that has been discovered regarding the “Dragon” device
is that this is not an upcoming Sprint device.  You also stated you were
interested in an Android phone, such as the HTC Hero, which is currently
available at $179.99 after $100 mail-in rebate with a 2 year service
agreement.  At this time your line (5773) is eligible for $75 off the
retail price of this phone, while the 5567 & 4390 lines are eligible for
the full $150 upgrade discount, including any instant savings.  The
Palm
Pre is currently available at $149.99 after $100 mail-in rebate with a
2-year service agreement.  Also, offers made by retailers, such as
Wal-Mart, are at the sole discretion of that establishment.

I hope this information is of use to you.  When you decide to upgrade
your phone or the other phones on your account, please feel free to
contact me on 757/223-3874, or via an email through Dan@Sprint.com.  My
office hours are 8:00am – 5:00pm, EST, Monday through Friday.

Thank you for being a valued Sprint customer and for your patience
during this research process.  Have a very pleasant day.

Sincerely,

Virgie C.
Sprint
757/223-3874

Hello Virgie,

     again, my comments are interspersed below.

On Thu, Nov 5, 2009 at 4:59 PM, Dan@sprint.com <Dan@sprint.com> wrote:

Dear Mr. McKenna:

Thank you for your response email.

In response to your highlighted points at the end of the information I
provided:

New email icon- there are times when a manual refresh needs to be done
on any device to ensure all updates have been properly applied and to
ensure the devices have a fresh connection to the local towers.

this "fix" only lasts a few minutes. Sometimes, it last a few hours.


Larger megapixel pictures - just as with computer file formats that
cannot be opened by all computers, there are many different formats for
pictures.  At this point in time, there does not appear to be a phone
available that can open all picture formats.

the phone claims to support the following formats as per the user manual:

"Supported Picture Formats:

JPEG

BMP

GIF

PNG"

It has a problem opening many when they are email attachments - especially if they are >2 mb.


Calendar event alarms - as you suggested, I did try it myself and it
worked fine.  I set the event date, set time of the event and the time I
wanted to be notified, which was 1 hour and it the alarm did sound at
the 1 hour point.

ok. maybe that's fixed. kudos


Emails sent from the phone – as with other mobile devices with email
capabilities using Gmail, Yahoo, AOL, etc, the sent folder will only
show what was sent from that particular equipment, either on the phone
itself or if sent from a PC, it will be in that sent folder

That is just false. the whole concept of OWA is that all of your outlook information is remotely accessible. if i log into my work outlook or gmail or any other email account at a library, everything i've ever sent or recieved is available to me EXCEPT THAT WHICH WAS SENT FROM MY PHONE.

.



Multiple Folders – only the device you are using is going to display the
inbox, sent, drafts, deleted, and outbox folders and what was placed in
it on that device.

I and many other people have sub folders which should be accessible through OWA. On this phone they are not


Updates – information related to updates can be obtained through our
technical support department or on our website at Sprint.com.

call me snarky, but... didn't it take about 3 months to get any answers from technical support?


Instinct categorized – at no time was the Instinct advertised as a PDA
or Smartphone, however it was advertised as a touch screen phone with
EVDO.

As stated in my previous email, your line (5773) is eligible for $75 off
the retail price of this phone, while the 5567 & 4390 lines are eligible
for the full $150 upgrade discount, including any instant savings.

So after 11 years, 100 emails and even more disappointments, you are officially offering me in your capacity to retain a disgruntled customer - a customer who if wrapped up for another 2 years would be a guaranteed $3600 revenue stream - less than i am entitled to as a Sprint Premier customer? Less than a brand new customer off the street.

- Hide quoted text -




5 REPLIES 5
Highlighted
Journeyman

Re: Sprints customer service at an eleven-year low

usrfrnly,

I appreciate your guts in posting your "dialogue" and I use that term loosely, with Sprint. This bolsters my previous posts that Sprint really has no sense of customer service beyond the Store level. The Instinct is a classic example of "Bait and Switch." Besides being marketed as a PDA/Smartphone upon its pre-release and actual release information, then Sprint says, "No its not. Its a feature/media phone for consumers." You can't do that Sprint! That's illegal! You cannot market something as feature A, then later turnaround post launch and sell it as feature B. You can't sell a device that says its equivalent to the iPhone, yet it features 1/10th of the extensibility of the iPhone. There are laws here and they have been broken. The sad part is that like many have said, legal action doesn't amount to much. A few gift cards and credit isn't worth it.

What really tears me is that Sprint won't acknowledge a darn thing. It was Sprint's development of the OS that killed it. They aren't even going the extra mile for retentions. They won't offer any effected customer with a way to get off this phone and feel like they are getting everything they paid for. My theory is that Sprint is attempting to de-empahsize their Paid for business in favor of the Pre-pay business.

I just wish there was some way to make it right for folks. But the honest truth is you have a choice. You stick with Sprint and get screwed or you leave for another carrier. That's really your choices.

If you leave you have to pay more. That's where they get us. All of us.

I truely do feel your pain, as I'm on Instinct number 2 and I just feel like nobody at this company cares at all. I really wish they'd say, "We didn't fufill our part with the Instinct. Pick whatever phone ya want, we'll give it to you and two months free on us. We're sorry." That would probably satisfy 99 percent of disgruntled Instinct users. A little sacrifise to hold on to a major revenue stream.

So I don't know what I'm going to do. I really don't want to give Sprint a new contract. As tempted as I am with the Samsung Moment, I just don't feel like rewarding bad customer service, the worst development I've ever seen, and a company not interested in going the extra mile for my business. As much as Mac users complain about Microsoft, SPRINT makes Microsoft look like saints! Not even Windows ME compares to the horrible Instinct experience. Even my original Sanyo Katana DLX had more fuctionality than I get with the Instinct.

I just hope Instinct number 2 holds up to 2011. Because as much as I want to just dash to the Moment, I can't sign for another 2 years. I don't even want to sign for a year! I just can't justify what has happened.

I honestly wish I could have a sitdown chat with Sprint's board and CEO, bring a whole bunch of Instincts and iPhone's to their board meeting and say, "How in the heck can you say that this (Instinct) compares or even comes close to this (iPhone)? I'd love for Sprint's board to be forced to use the Instinct for 30 days. No Blackberries, no Palm Pre's, no HTC Hero's, and be stuck with the Instinct's limitations. And have that meeting and their experiences placed on YouTube. I think that would be one social experiement worth doing.

If anyone on Sprint's board has the cajones to accept my challenge.

Message was edited by: jogomez721

Highlighted
Journeyman

Re: Sprints customer service at an eleven-year low

My second instinct comes tomorrow.I only had the samsung  instinct since october 31 2009, And mine broke down in the first week freezing and resetting and deleting pictures and music by itself when i take a new one and i didnt have the pictures to just put back on my phone all i had was pictures of my 4month old daughter and i lost every last one and i respect them for saying sorry but thats all. Then a little it after that maybe last week the phone programmed itself to deny all data connection and deny sprint programmings it programes and technical support data reset attempts. So a data-oriented instinct that has been used data-less for the last few days but which is a data oriented phone and technical support say its not sprints system or my account or anything its the samsung instinct. So technical support pretty much just consented to the instinct having alot of malfunctions and wont replace it with a diffrent model after i receive this one tomorro and it fails again more than likely if they dont give me another option next time im switching carriers and going back to being a 9 year very happy other carrier customer and go back to my G1 or get a moto cliq. Will give you all update after i receive my next one. I always read everyone posts. But i finally just joined.

Message was edited by: TGilyard

Highlighted
Journeyman

Re: Sprints customer service at an eleven-year low

Somthing that everyone really needs to understand is that there are just misinformed people both at sprint and customers. Theres no lie that two three years ago sprint customer service was worst than wal mart at Christmas time. There were times when i wanted to reach through the phone and smack the other person on the other end because of the money and time i spent with the company. But i have also seen the otherside. There were times when customers were about to fight people who work at the store, there customers who were always trying to get over, and trying to get a new phone just cause they wanted too, not because it was sprint fault. So what happends is that the people who really do need help with ligitamate problems they get the retards who know nothing. Since you feel cheated by this you need to tell them they should give you the new insticnt hd which i have for the contractred price without the contract, you have to make deals that boths sides have lead way with. I have the new instinct you cant use microsoft exchange and the new emails and the emails work fine, but dont get me wrong its not pefect yet were still waiting on the mr 2 patch. The old instinct was great when it first came out, but now its a joke and you need to update, i just use my old instinct as mp3 player at the gym. Dont forget that was sprints first real touch screen phone, no excuse but still somthing to remeber. The only way we solve our problems is if we all get the same phone group together and make our complaints as a whole, btw instinct hd is a beauitufl phone.  

Highlighted
Journeyman

Re: Sprints customer service at an eleven-year low

A slight update. Never received my phone. I call technical support and they never sent out for one. So now i have to wait a whole week to receive my instinct mind me i need internet and i have been without it for a week and now my texting is acting stupid. Let me reasure to everyone that already guessed it technical support does not care about the instinct.

Highlighted
Journeyman

Re: Sprints customer service at an eleven-year low

usrfrnly wrote:

I want to share with the group some correspondence from Sprint. I contacted sprint several times via phone calls to *2 and emails to dan@sprint.com complaining about misrepresentation of the Instinct’s capabilities. I finally got an email correspondence going (dan@sprint.com likes to call you back during business hours) during which I sent an almost word-for-word list of my complaints as it appears under “top instinct disappointments” here:

http://community.sprint.com/baw/message/129725;jsessionid=033BD630771AFCF6EFB3E5DE66A52BE5.app1jive1...

After trying to cancel services, I was asked what it would take to keep me. I said comment on my list. If I like your answers, we’re fine – if not swap my phone for a palm pre, let me buy another palm pre for my wife at the Wal-Mart price (then $80), and then we’re fine. Below is my correspondence. I arranged the thread chronologically, and changed my comments to highlighted just for readability. Please feel free to call me crazy if I asked for too much, but there lies, deflections, and lack of effort has made me so angry I felt I had to share. I feel as though I asked reasonable questions and was marginalize because sprint didn’t have the technical ability to acknowledge or address the issues raised and doesn’t care about an individual customer enough to even admit that.

------------------------
Hello Virgie,

    I appreciate the effort you took in getting this information.
Although i find it incomplete, tangential, and some of it even
inaccurate, i certainly don't think it's your fault. i have annotated
the text below to highlight some of these points. My disappointment in
the instinct remains and my disappointment in the support, honesty, and
technical knowledge of Sprint has gone up a notch or two. I might have
felt better if there were some accompaniment touching on some effort
that might be made to make this up to me, but i have obviously asked for
too much and so Sprint has countered with nothing.

Thanks
-Pat-



On Tue, Nov 3, 2009 at 4:01 PM,
Dan@sprint.com <Dan@sprint.com> wrote:

Dear Mr. McKenna:

Thank you for your patience during this research process.  I apologize
for any inconvenience you may have experienced with your Instinct phone.

I have been able to collaborate with another member of the management
team, who is very knowledgeable with the technical workings of the
Samsung Instinct.  In response to the issues that were addressed during
our conversation;

New email icon displayed when there are no new emails: From time to time
it may be necessary to refresh your email list.  Manually refreshing
your list of current emails causes your device to query the exchange
server for any new email messages and then automatically update the
list accordingly.
(that's just silly. i never had that issue before, why
should it have started after the last update)


Sending 5 megapixel pictures: The Instinct only has 2.0 MP capabilities
(i know the limitations of the camera. It can open files larger than 2.0
mp if they're jpg but has a difficult time with other "supported" file
formats)


Alarms not working properly: Ensure that the alarm is not set where it
may overlap with another alarm or snooze feature.
(are you kiding me?
i'm not the only one with this problem. if i tell it to alert 10 minutes
before or 30 minutes or 1 hour, it still goes off at the time instead of
before - this applies to calender event alarms. try it)


Email client has no push: The push is for Blackberry devices as it uses
their servers or if you are using Microsoft Exchange server.
(??? i mean
that emails sent from my phone aren't visible in the sent items folder
when viewed elsewhere)


Multiple mailboxes: Can have multiples email boxes, such as Gmail,
Yahoo, AOL, Hotmail, or even your work email and can be set to auto
receive.
(i din't say multiple mailboxes. i get that. i said multiple
folder. I can only see my inbox and no sub folders. the folders
"drafts", "sent", "deleted", and "outbox" are on the phone only and do
not reflect coresponding folders when viewed elsewhere)



More images to be opened: Images cannot be opened beyond the capability
of the phone.

Stopped receiving updates: The last update was approximately 30 days
ago, which was for firmware
. (yeah, there are updates, but there are no
communications as to what the updates do. no notes, no press release,
nothing.)

Please keep in mind that the Samsung Instinct is not a PDA/Smartphone
like the Blackberry, which allows for better business needs.  This is
more of a consumer centric device rather than a business centric device.
(
The instinct WAS listed as a smartphone upon its release. That is the
whole reason i'm angry. this product was misrepresented. bait and switch
tactics that were repeated with the HD which was also originaly listed
as a smartphone and then re-categorized)



The information that has been discovered regarding the “Dragon” device
is that this is not an upcoming Sprint device.  You also stated you were
interested in an Android phone, such as the HTC Hero, which is currently
available at $179.99 after $100 mail-in rebate with a 2 year service
agreement.  At this time your line (5773) is eligible for $75 off the
retail price of this phone, while the 5567 & 4390 lines are eligible for
the full $150 upgrade discount, including any instant savings.  The
Palm
Pre is currently available at $149.99 after $100 mail-in rebate with a
2-year service agreement.  Also, offers made by retailers, such as
Wal-Mart, are at the sole discretion of that establishment.

I hope this information is of use to you.  When you decide to upgrade
your phone or the other phones on your account, please feel free to
contact me on 757/223-3874, or via an email through Dan@Sprint.com.  My
office hours are 8:00am – 5:00pm, EST, Monday through Friday.

Thank you for being a valued Sprint customer and for your patience
during this research process.  Have a very pleasant day.

Sincerely,

Virgie C.
Sprint
757/223-3874

Hello Virgie,

     again, my comments are interspersed below.

On Thu, Nov 5, 2009 at 4:59 PM, Dan@sprint.com <Dan@sprint.com> wrote:

Dear Mr. McKenna:

Thank you for your response email.

In response to your highlighted points at the end of the information I
provided:

New email icon- there are times when a manual refresh needs to be done
on any device to ensure all updates have been properly applied and to
ensure the devices have a fresh connection to the local towers.

this "fix" only lasts a few minutes. Sometimes, it last a few hours.


Larger megapixel pictures - just as with computer file formats that
cannot be opened by all computers, there are many different formats for
pictures.  At this point in time, there does not appear to be a phone
available that can open all picture formats.

the phone claims to support the following formats as per the user manual:

"Supported Picture Formats:

JPEG

BMP

GIF

PNG"

It has a problem opening many when they are email attachments - especially if they are >2 mb.


Calendar event alarms - as you suggested, I did try it myself and it
worked fine.  I set the event date, set time of the event and the time I
wanted to be notified, which was 1 hour and it the alarm did sound at
the 1 hour point.

ok. maybe that's fixed. kudos


Emails sent from the phone – as with other mobile devices with email
capabilities using Gmail, Yahoo, AOL, etc, the sent folder will only
show what was sent from that particular equipment, either on the phone
itself or if sent from a PC, it will be in that sent folder

That is just false. the whole concept of OWA is that all of your outlook information is remotely accessible. if i log into my work outlook or gmail or any other email account at a library, everything i've ever sent or recieved is available to me EXCEPT THAT WHICH WAS SENT FROM MY PHONE.

.



Multiple Folders – only the device you are using is going to display the
inbox, sent, drafts, deleted, and outbox folders and what was placed in
it on that device.

I and many other people have sub folders which should be accessible through OWA. On this phone they are not


Updates – information related to updates can be obtained through our
technical support department or on our website at Sprint.com.

call me snarky, but... didn't it take about 3 months to get any answers from technical support?


Instinct categorized – at no time was the Instinct advertised as a PDA
or Smartphone, however it was advertised as a touch screen phone with
EVDO.

As stated in my previous email, your line (5773) is eligible for $75 off
the retail price of this phone, while the 5567 & 4390 lines are eligible
for the full $150 upgrade discount, including any instant savings.

So after 11 years, 100 emails and even more disappointments, you are officially offering me in your capacity to retain a disgruntled customer - a customer who if wrapped up for another 2 years would be a guaranteed $3600 revenue stream - less than i am entitled to as a Sprint Premier customer? Less than a brand new customer off the street.

- Hide quoted text -




My wife has had the phone for 10 months,  she never had the Alarm problem,  she was warned at the time of purchase that the instinct's calander didn't synch, and that the email was not like a blackberry email.  but she wasn't trying to run her email from her phone.  she did upload some photos and music to her phone and since it was slow in displaying some of the bigger photos,  and it really is a pretty small screan anyway, it didn't hurt to trim them down in size, now she has pic of the kids to show coworkers, if she needs taking a pic from the phone has never been a problem.  now she is 2 months away from being able to upgrade as a premier customer at full upgrade price.  her major complaint with the phone is that the browser could be better.  I see you are upset with the phone but did you really expect your phone to replace your computer? 

from the start of your post you want a Palm Pre to replace your instinct, because the instinct doesn't do everything you think it should, plus be able to get a 2nd palm pre cheaper then what everyone else gets the phone for?  

If anything I might waive your upgrade fee, while you used the upgrade on one of the phones that was eligible for full upgrade pricing to upgrade your instinct. but you did have 30 days when you got the phone to deside if the phone was right for you. but that is just me.

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