Sprint terrible customer service strikes again. And, again.

[Capncurly]

In my efforts to buy a Pre, I’ve had two terrible recent run-ins with the customer service that has made me almost leave Sprint on more than one occasion.

First, in calling to find out when my upgrade eligibility came of age, the first sprint employee I talked to told me that I was actually eligible for the full upgrade! This made me really excited, as I thought I still had over six months left. I called back to confirm before heading to the Sprint store, and another rep told me that was correct. I got to the store, Pre in hand, when the sales employee told me that I would have to pay full price! I called sprint a third time, and NOW they tell me that I’m really not eligible. Heartbreak.

Second, a gracious family member on my family plan offered to let me use their upgrade, as his work is buying him a new phone. In trying to figure out the best way to do this w/ minimal interruption to his service, three different sprint employees (one in store and two over the phone) gave me three different and conflicting stories about how to do it. Frustrated, I went to best buy, where the cell reps are trained to use sprint but not sprint employees, and they playfully laughed about how simple it was to do, giving me a quick and comprehensive rundown on how I can do it simply and quickly. Thinking I was good to go, I went to buy my Pre. NOW Sprint tells me that family-member’s account is not eligible for an upgrade, either, and he has been using the same cell phone for over four years without using his upgrade!! Worse, they acknowledged that there was an error, but couldn’t fix it over the phone. Had to submit it to some sort of “review board” who’s response time is indefinite. Last time I had to use the review process when Sprint was in error, they never got back to me. Ever. All I want is a Pre.

[Capncurly]

Update: It keeps getting worse. I finally got on the line w/ someone from Sprint who acknowledged that they had made a mistake and that the line in question has been eligible for an upgrade for quite some time. However, she told me that there was nothing she could do to fix it besides documenting it in the notes! When asked if, when purchasing a phone, that note would be sufficient to give me the full upgrade, she said yes, that I would be able to get a full upgrade with what she did. She also said that anything more, like actually updating the account information to show the real upgrade eligibility date was impossible to do.

Taking her word for it, I went to Best Buy, as they were more than helpful the first time. Best Buy cell manager pulled up my sprint account info, said that he saw the notes, but that they couldn't give me the upgrade with just the note. He then wrote down for me the specific name and number of the code that the sprint employee should have put in.

Furious, I called sprint. The new rep again said that they had done all that was necessary and that if I wanted the upgrade, all I had to do was go to a sprint corporate store and a manager there would be happy to use a manager's override. I told her that it was unfair of them to restrict where I could shop for a cell phone just because THEY made a mistake. She then called her manager. Thirty minutes later, I was transferred to another department. Thirty minutes after that, someone told me that they had finally corrected the mistake, but that it would have to take 48 HOURS to take effect. So, apparently SOMEONE was able to do what two other sprint reps told me was impossible: correct a mistake that they had made in their system. If 48 hrs rolls by and there is no correction... I dunno what I'll do, but it will include leaving sprint.

[patelkedar]

Sorry for your experience man.
I feel lucky that I got a really cool person on the phone a couple days before the launch of the Pre that talked me through my issues on roaming, data services, and certain phones for about 40 minutes.

After that, I got a call asking how customer service was, and I gave good reviews.

Also, the day I went to the store to get a new phone, the guy in there was really helpful. Talked my family through everything.

[atoy74]

Sorry to hear that. I know Sprint has made huge strides in their CS department. In 2 years I've had very good help.

[babcoccl]

This seems to be a employee problem with Sprint. Here's my story:
I just switched to sprint from verizon to get the Pre and because their plans are much cheaper. Went to several stores and finally found one that had the ability to overnight me a pre (most stores were looking at several week waits). Of course I get the employee in training....Anyway we start the process and the first thing that comes up is keeping my number. The guy seems to think it's rediculous that I'd want to keep my number and doesn't think it's possible. Knowing that it's federal law now, I begin relling him that I should definately be able to keep my number. His manager comes over tells him something, problem resolved. He then does all the work on the computer and in 10 mins or so tells me I'm all set after collecting my debit card info. I say wait you didn't ask me for my shipping info, he says ohh I got it off your driver's license <sigh>. I just recently moved and my address on my license is no longer correct. Manager intervention here. Manager says ok this is going to take like 20 mins to cancel your order and order a new one. I'm like ok I'm gonna go wait at Wendy's I'll be back. Give him my new address and leave. Come back he says ok you're all set. Later.
Next day I go in to check my checking account... -$660 bucks (Two 330 charges) Sprint Customer Care store....ohh good :angry:. Call the customer care store back, hey I bought a Pre yesterday and you charged me for two. Ohh let me give you a call back in a few mins. Calls back, "yeah are those charges still pending?" Yes "Ok well one of them won't ever go through, it'll take about 24 hours. I say ok.
Next day I go back to my account: -660 dollars no longer pending, awesome...:angry: I go in person to the store this time and spend the longest hour and a half of my life in the sprint store with the sprint guy on the phone with customer service. After 45 mins on the phone he says since the charges already cleared there's nothing we can do. Awesome....You're going to have to file a claim with your bank. Awesome... 45 mins into filing the claim with my bank from the sprint store another associate getting impatient with me using their desk calls customer service back and within 5 mins says to me (mid-claim filing) Sprint is refunding you 337 dollars as we speak. Still on the phone with the bank's claim agent I say lets continue filing this claim so I can get the money credited now from the bank. She files the claim and while we're still on the phone she sees the 337 dollars coming into my account from Sprint. Cancels the claim then and there issue resolved.
Moral of this story is it depends on who you talk to (as with many other places). My buddy switched from AT&T the same day for the pre at a different place and was fine. He even got all his initial charges waived for switching (which I am now working on). If you ever have to deal with sprint personel or Sprint Customer service and you aren't getting what you want or are unsure of their abilities to do their job, ask for someone else. Customer should come first. If I had gone with my gut when he was signing me up it woulda saved me a few hours of headache.:cool:

[tbart19]

Here is my deal. I have been a Nextel/Sprint customer since 2001 or so. Very happy that the Pre was coming out as a Sprint phone as I have had my 650 forever. I stopped by a Best Buy mobile center and find out they don't have the Pre, same deal with another...store 3 - success. Phone kid gets me the phone, even tells me that because I have been on my plan so long I am eligible for the upgrade which is $150 towards a new phone - sweet! Oh, sorry that only applies to phones that you don't want to buy. Well that is not how he put it but that was the message received when he told me that the Pre was not eligible as I was getting it for the $299 with the $100 rebate. *Fine* However as the salesperson is ringing up the phone he tells me I need to switch phone plans - huh? I have had the same plan for over 4 years...700 minutes that I share with the wife and unlimited data for 99.99. He tells me that I can get the same plan with 1500 minutes for $149.99. Um...gosh I can spend $600/yr more for something I don't need? No f'n thanks. After 45 minutes I leave disappointed and cranky.

I probably should have let it go but I gave Sprints CService a call just to let them know what I thought. Hey I have been with the same company for over 8 years and probably dropped $9000 over that time, what the heck?

I get a very nice guy who listens and apologizes for the information I was given. He assures me that I can get the Pre and still keep my current plan again very sorry. I thank him and tell him that armed w/ this knowledge I am heading back out to buy my Pre...and he makes a very good suggestion that I could order it from him right now and the phone would be put on my next bill. What the heck I say; I'll save a trip and get the phone even faster. I confirm the phone plan will stay the same (even the $4 I pay every month for insurance which has saved my bacon twice) and order up my new Palm Pre- yeah!

So the phone comes...It's terrific looking, you'd think my old 650 was an 8-track. Man am I happy! Let's get this puppy rolling and get it activated. So I call Sprint and guess what the guy tells me - I NEED A NEW SERVICE PLAN. I'll spare you the actual conversation but I was a little miffed. This nice guy explained that it was a shame that someone in sales lied to me in order to make a sale but I was absolutely entitled to return the phone or I could upgrade my service plan.

I was not interested anymore so I was put on hold for 20 minutes while I waited for the returns people to come on the line. Grrrr. The next person who picks up is my new buddy who apologizes that no one is answering over there BUT he has another option for me. He "spoke" to someone who has authorized him to make me a deal. I'd have to "un" share my lines but I'd get 450 minutes, my wife would get 200 minutes and I could get the same unlimited data plan plus he could give us each 60 minutes bonus each month (not sure why he didn't just say 510 & 260 but whatever) all for $114.99. So after all that, I get 70 more minutes a month to use a new phone and get to pay $15/month more than I was. So I finally agree to this and....my reception is to poor with the Pre at home for them to activate the phone. No problem sir, we'll call you at work in the morning and do it there...I got the call this morning 2 days later. *sigh*

Moral of the story 1) Sprint is horrible at Customer Service & 2) Don't take everything at face value - gripe if you want ...nothing to lose 'cept $15/month.

[atoy74]

....my reception is to poor with the Pre at home for them to activate the phone...

Regarding this, you can call CS and tell them that you're reception is very poor at home and that you're thinking of returning the phone. They will likely offer you an Airwave with 2yrs of free service.