Why Does Sprint Get A Bad Rap?

[kgirl58]

Sprint/Nextel had terrible coverage in my area (South Jersey, Phila) for years. It's much better now, which is why I'm willing to switch. But now this inconsistent info re: the Pre release, wait lists, lauch parties, etc is just making me doubt them more. I'm so frustrated right now.

[baitvox]

Personally, being an ex-advanced tech support agent for Sprint I believe that Sprint has been a victim of internet blogosphere whiney butts run amuck!

From almost 2 years as a support agent I found Sprint to have an excellent voice network and top of the line data speeds.

Customer service can be hit or miss at times (especially at general customer support or Tier one tech support) but your average rep is kind, friendly and willing to help out as much as possible. You do get the occasional store rep that is dim-witted at best but that is not always the case. And of course there is always the chance of a FUBAR situation.

With phones like the Pre, data cards that run quite well, and a constant effort on the customer service side to keep things top notch Sprint is a great choice for wireless service.

I actually work for AT&T right now so I am not biased, these opinions are based on almost 2 years of daily tech support calls and support.

I am looking forward to porting over as soon as I can get my hands on a Pre!

PS. My biggest suggestion is to use the always important Golden Rule when dealing with any level of Sprint support, store or otherwise. It will get you alot further than demanding action and being rude!

[Synenome]

Here, here and thank you for your support! I haven't had any CS/bad phone nightmares, but know my friend has. I think you hit the nail on the head when you say using the Golden Rule works better than surly intentions. Some phones are really problematic, like reconditioned 700/755p's, but sliding someone into a new contract or the same ol' bad phone isn't the answer that's likely to bring out the best in folks. But that's not just Sprint, that's any provider.

[cohoman]

My wife has been using Sprint for a number of years, and she's always had good experience with the local Sprint Store. Every time she walks in to upgrade her phone, she leaves with a better and cheaper plan and with a greatly discounted phone. It seems the Sprint employees who help her go out of their way to find possible discounts and promotions for her.

Of course, she just may be lucky with the Sprint store that she goes to, but she seems to be lucky every time....

[ChuckieB]

I've never had a problem with Sprint customer service. I used to have the HTC touch diamond and that had it's eccentricities, but whenever I had a problem, I just brought it in and they replaced it...TWICE...

Anticipating the Pre, I gave my Diamond away to someone who really wanted it and toughed it out with the Samsung Instinct. The Instinct SUCKS ASS! but whatever...

My contract isn't up for a few more months so I called Sprint customer service to see if I could get the upgrade price when the Pre releases. She looked over my account and said, "yes, we can give you the $199 pricing when the Pre releases as long as you continue your service for an additional 2 years" I insisted she note that on my account.
Then, just to be sure I chatted online with a CSR Rep and he (Tim H) confirmed, "Yes, you are eligible for the full discount for the upgrade with a new 2 year contract"...

Flash forward to me at the Sprint store this morning getting ticket number 24 of 25 ready to upgrade and purchase only to be declined. The manager said I have a few months left on my contract before I was eligible to upgrade. I explained what I was told over the phone and over chat and he said,

"The Customer service line and the Sprint stores are two seperate entities.
What is resolved through them may not neccessarily have the same outcome instore. It's manager's discretion in store."

WTF!!!!! What's the point of the customer service line if what they say and notate isn't going to matter at the store level?

and with that, my Pre moment was over...

the voice call was recorded and the chat is saved so I will be filing a complaint with the Better Business Bureau.

It's too bad. I had a lot of faith in Sprint and was planning to make them my choice carrier for a while... when my contract is up, that's unfortunately not going to be the case...

[hchavarria]

3G is 3rd generation network and 4G means they are using Wimax although wimax is not available everywhere.

[rickthrust]

Hello All,

I've read a lot of comments (not here) complaining about Sprint getting the contract to carry Pre exclusively. One commentor referred to Sprint as the "Walmart" of wireless carriers. However, many people I've spoken with say they love Sprint. Their "Everything Data" plan is $30 cheaper than Verizon's and, where I live, Sprint's coverage and voice quality is as good as it gets. In fact, even before the Pre was announced, I had already planned on switching to Sprint when my current contract expires in May. My question is: Why are there so many negative comments about Sprint? Thanks.

i think it's because they were butt cheeks in the early cell phone era. rude reps, garbage plans, and doo-doo phones. but they are boss in my opinion now. hell i waited 4 months to pay $549 for a Pre when i could have gotten an i-phone for $299 just so that i would not have to deal with those penny-thieving bastids at att

[mcduffer]

[quote=bdot1276;75271]I have been with Sprint 11 years now and it has been a roller coaster. I love their network now. A while ago I had some bad years with Sprint and I think that is where all the venom comes from. So for years now we have been hearing from people that left in the bad years and others (who have no experience with Sprint) that heard from the folks that left. Sprint heard the outrage and saw their customers dwindling and made some big changes for the good and in my opinion has become the best network we have in my opinion:

• Plans are unbeatable PERIOD
• Coverage on par with other networks. Honestly all networks grow their coverage each year so Sprint will continue it's growth so no worries here
• Customer Service is not worse than any other carrier
• Sprint 3G is faster.
• And now the PRE!

I agree. Been with nextel/sprint for over 10 years, had my share of problems but overall you just cant beat the pricing plans, coverage is excellent in my area(Illinois/Chicago area) and now with the Pre and their line-up for the rest of 09 Im very happy with them. I too dont understand the bad rap. AT&T=poor coverage,high rate plans. VERIZON= crippled phones and high rate plans. Its a no brainer for me.

[nbr1hawgfan]

I have been with Sprint for over 11 years(personal phone). In that time I have had a work phone through at different times AT&T and Alltell. I can honestly say that Sprints service has been far better for me than the other two. As far as customer service goes, from time to time, they all have been horrid. But Sprint has made leaps and bounds in that area over the last year and a half. I just hope it continues as I would like Sprint to be around for a long time. The Pre gives me hope in that area. A great phone for a great network.