I got a call from "Sandy from the office of Dan Hesse Sprint escalations department" today at 5:40pm. "Sandy" told me that my information had been forwarded to her from "Joan". After I gave her my PIN and she opened my account she gave me a brief synopsis of her understanding of my situation, it was a fairly close description but it was clear that she had not read all of the information.
"Sandy" thanked me for my continued patience and apologized for the "less than adequate" customer service I had received to date. "Sandy" informed me that she needed to look into getting me a replacement device that was not what I had already had replaced multiple time. In order for who to do this she would need till Friday the 17th of August to gather the information she needed to attempt to make the new phone happen for me.
"Sandy" told me that she would call me Friday between 4 & 8pm EST. We then began to discuss the Sprint community forums issue, she was surprisingly interested in the issue with the forum. I got the feeling that she knew they were having issues with the forum moderators, she asked some very interesting questions. One interesting bit of information that "Sandy" offered up was a direct telephone number to the department that runs the Sprint Community Forums, up until now I have been told that it is "impossible" to call that department directly. I will update when I hear from "Sandy"
As a Sprint employee, I am ashamed of how you're account has been treated if all the information is being presented at face value. As a former moderator here on HoFo, I'm ashamed of some of these responses.
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If your a Sprint employee and have access to do some checking I would happily PM you whatever information you would need. Short of my PIN.
Well, here's the synopsis of my phone call with "Sandy" today:
1. Sprint will not replace my device with another compatible device.
2. Sprint is willing to give me a $100 credit if I return my phone.
3. Sprint is not willing to wave or reduce the ETF.
Interesting side note, "Sandy" DID supply me with a number to contact about my issues with the Sprint Community Forums, can you guess where this is going? Drum roll please..................... the number she gave me was "Janeedra's". Thats right, the best the office of the CEO could do was send me right back to the place I started.
And for the record, I had supplied "Sandy" with "Jannedra's" number and told her that was who I had been talking to. This is almost funny, no I guess its kind of sad that the incompetence at Sprint leads all the way to the office of the CEO.
I'm sure some people are questioning the validity of my story, hell I would too if it hadn't happened to me. I DID record my last six customer service calls, save the drama its perfectly legal, when the Sprint associate gives their statement about the call being monitored or recorded for accuracy all you have to do is say "Yes as long as we ALL agree to that" them not hanging up or protesting equates to passive agreement to be recorded. If anyone is interested I will edit out some personal information and make these fascinating conversations with these titans of industry available.
Congratulations Sprint, you win. I have been worn down and have lost interest.
Its difficult to battle a group that lacks conscience and and integrity
Here's a little update for anybody following this. I requested one last escalation and I got a call from "Kendra" today. We had a nice chat she asked some interesting questions about my coverage area.
We discussed the non functional S2 and I mentioned to her that as we spoke my daughter was sitting net to me getting nonstop roaming notices, this surprised "Kendra" and I reminded her that I had told "Joan" AND "Sandy" that while I had one account with my phone on it, I had another account with FIVE phones on it and they were ALL roaming at our home.
All this prompted "Kendra" to check the nationwide coverage map at Sprint . Com, what did she find? My home is surrounded by off network roaming areas, and so is my office.
This is surprising to me as like I stated I have always had good coverage, maybe I just wasn't getting the roaming notices or maybe I just never noticed them. So I say to "Kendra", "Soooo, this means that since I don't have coverage, Sprint will let me out of my contract with no ETF right? All SIX phones on BOTH accounts right?"
Her response "Yes, that would be the case".
Now think about this for just a second, by "Kendra's" own records, I have been to the Sprint store ELEVEN times, had THREE phones, made TWENTY SEVEN calls to Sprint customer service, and now after all of that, she discovers that I am in TWO coverage holes (at home and at the office) I asked her if Sprint had lost or moved some towers and she said she did not have that information.
All of this could have been avoided if just ONE of the EIGHTEEN Sprint associates that I have dealt with since early July would have had enough common sense to check the map.
Were my phones defective? I don't know, I know I did what Sprint said to do every step of the way up until I declined a fourth device.
This has been a truly fascinating exercise, regardless of your thoughts on me or how I handled this, when you look at THEIR customer service efforts, the level of incompetence boggles the mind.
I just finished reading your thread and I have to say you've had quite an experience. I have a friend who lives in San Francisco that is a retired lawyer and volunteers with a consumer group from one of the TV stations. They get calls from wireless customers to the point that their provider contacts tend to be on speed dial. The sad thing is that only about 1 out of 4 end up being as they seemed however in your case with all the documentation you were willing to post your case would be that one. I have to say that I am honestly surprised that someone didn't have you look at or do it themselves the coverage a long time ago as Sprint's maps are extremely accurate unlike others such as Verizon where its red or white and you have no idea how strong the signal is in that red area. If they had you would have probably been done with them going back to your HTC and over a thousand dollars ago. If I had to assume since you know Verizon works at both your home and office thanks to all your roaming time lol I would assume your on your way over there. Good luck and I hope things work out better for you. I will be curious to see how things go.
look forward to the next update
My story pretty much rivals yours. Ive had Sprint issues for the last year. Terrible coverage, calls dropping all over the place, phone never rings when a call comes in, etc. Ive escalated it all the way up to Dan at sprint.com, Ive made multiple calls in to the customer service level, Ive filed complaints against them with the AG, BBB and FCC and gotten absolutely nowhere.
In a nutshell, what Sprint is doing is wrong. They are being untruthful to their customers and using the fact that you are locked into a contract to basically hold you hostage. There are post after post over at another forum I post on with people having the exact same issues I do and Sprint claims "Our network is working perfectly." When Id get better service out of two tin cans and a string, something is wrong.
My S3 is going on Ebay today and Im going to head to TMobile when the phone sells. Ive had it with Sprint and I had a chance to leave a few months ago and my wife convinced me to stay. Now service has gotten so much worse, even she's ready for me to leave. We spend more time calling each other back and going "I cant hear you.. WHAT?!" than we do talking all for the privilege of paying Sprint $140 a month.
Whether people admit it or not, sprint has huge network issues. They cannot be the weakest network, yet offer unlimited everything, and expect their service to be of quality.
Not to mention, there is a huge void of folks who have a clue about wireless and telecom working in the industry. It's almost as if they grab anyone off the street and say here, support this stuff. I avoided Sprint stores like the plague, as their staff look like the type who should be working in Walmart or Sams Club.
Another problem I find, and I am going to get flack for this, is that chicks have no idea about this stuff. Therefore, whenever you come across one for any technical oriented support or issue that requires investigating, you are screwed. Took me 5 months for Concast billing to fix an error for example. Not one of the 12 female staff members I spoke to had any sort of deductive reasoning skills. Follow script and send then on the way, was their approach to everything.
I am not saying that they are unable to do it. Moreover, most simply have no interest whatsoever in this stuff. It would be like a tech buff working at the E! channel. Unfortunately, the customer is paying the price for this.
Heres another update. "Kendra" called me back on 8/24/12 with "GREAT NEWS", I wasn't "actually" roaming, even though my phone was giving me very frequent roaming notices while I am at home:
And even though the phones on the other account are doing the same thing, we aren't actually roaming. This logic fascinated me, I asked her to explain and I got some gibberish about how the level of roaming that we were doing wasn't affecting our bill ETC, blah blah blah. I countered with "well then if we aren't roaming, then there must be an issue with the phones, ALL SIX phones, she wasn't prepared for this line of questioning and attempted to evade answering the question, I repeated "So if there is NOT a coverage issue, like you clearly stated during our last call, then the omnipresent roaming notices must be directly related to a hardware issue with the phones, ALL SIX phones, encompassing different models from different manufactures?" She told me she was not a technical service representative and couldn't answer my question.
"Kendra" agreed to escalate me to the "final tier" (I heard Vaders theme from Star Wars in my head when she said that), and she told me to expect a call the week of the 27th.
On 8/27/12 at 3pm I received a call from "Angela" who I assume is with "final tier" escalations. Angela read me the boiler plate statement that the call may be monitored or recorded for accuracy and I told that it may also be recorded on my end, she was adamant that she was not giving permission to be recorded, I said fair enough then I do not agree to be recorded either, "Angela" informed me that she had no way of knowing if the call was being recorded on her end or not, I told her either way I was not giving permission to be recorded and we continued. "Angela" had not bothered to review the case at all and expected me to start from the beginning and explain the whole story, I refused and told her I could forward her all emails I had had since mid July and the transcripts of all the conversations, or she could research the history herself, either way I was not going to waste an hour of my time jumping through hoops for her amusement. She agreed to do the research herself. "Angela" was not one of the more polite Sprint associates that I have dealt with, very eager to interrupt me while I was speaking and I could tell by her sentence structure and her presentation that she does now or at some point has worked in the legal field.
"Angela" is supposed to review the case and get back tome next week.
This is such a trainwreck.
I want to stop reading, but I can't.
Power to the people. Don't let Big S win. This could turn into a TV reality series. I am going through some issues with Sprint's executive level now. I will know by Thursday, when they are done investigating my network issues, if I win or Big S tries to win. I am in this for the long haul and am prepared to do battle!
Go go go love the story good luck
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