Sprint PCS employees can and will lie every chance they get!!!!

[clarkey12]

I need to start this story by telling you I was excited by the Samsung a800 and bought it on the Monday it came out.

Standing in Best Buy, the BB employee said they needed to call the sprint Customer Service Representative (csr) in order for me to purchase my new phone. After an hour of "negotiating" what services would be provided (with the sprint csr), she ( I suppose it is actually we) agreed to $2.50 Nights and Weekends starting at 7PM & $2.50 Vision Service. I was happy to agree to sign a 2 year contract under those terms. The sprintpcs website said that since it was a new agreement, it would take 30 days to view my account info online. (k - I work for a software development company and know that if this is actually the case, they have to be using software that is at least 10 years old, inadequate, or otherwise not able to run a query on a database in real time (which is not that big of deal) - but that is beside the point ).

30 days later:
I received my first "new" invoice. Needless to say that it is wrong; I have no services (Vision nor N&W @ 7) at the agreed upon price when I renewed my Service Contract.

So I call *2 (customer service).

First call:
I am "off shored" to India. I explain the problem (a customer service rep from sprint pcs lying to me in order to fraudulently get me to renew my service agreement with them) and ask to speak to a supervisor. The CSR returns after 5 minutes on hold and tries to explain to me that she (nor any other CSR) is "able" to lie to me or provide me with false promises, and tries to get me to agree to her statement- which I would not and will never agree to (that a Sprint PCS employee can not make false promises.) I then continued to explain to her that I have a hard time believing her since the last sprint employee I talked to blatantly lied in order to get me to re-new a service agreement.

Transfer to supervisor number 1:
(Still in India) - After explaining story, I am told that there is "absolutely" nothing she can do. She can not give me what was promised, she can not do anything to correct the situation, and she can not file a report on the original CSR who promised me the services in order to get me to renew my contract. I disagree and explain what was promised again. She then hangs up on me. (Nice - I always like customer support that is not actually customer support.) - by the way - it appears that the so called supervisor was in training - because I could hear someone in the background answering the questions I was asking and there was a long pause (ummmmm - I trying to hear what you are saying, and then wait for my boss to explain how to respond to you.....) – After which when I confront her on the second time – she hangs up me.

So I call sprint PCS customer Care back:
I say "operator", which takes me to a live person and not the "automated system"

I ask the guy who answers for a supervisor immediately. I then ask a question to him: "Sir, you sound like an individual who is from North America. Am I correct?" He laughs, and then answers that yes he is. Finally, I am not off shored to India. I explain the situation (N&W @ 7 & Vision for $2.50 each) and he ask me to hold for a minute. Strange thing is, he does not put call on hold, rather he lays the phone down and goes to talk to his supervisor. He comes back and informs me that he is transferring me to his supervisor "Tess". I immediately ask if I am being transferred to India, of which he laughs again, and says no.


Transfer to supervisor number 2:
Tess - Listens to my complaints (that I was lied to by a Sprint PCS customer Care Specialist) - and then proceeds to inform me “Just because a CSR tells you something, does not mean it is true!" I immediately confront her on this statement, asking how I was to believe her when the last Sprint employee has blatantly and fraudulently lied to me in order to get me to renew a contract agreement (of which I consider null and void) She then proceeds to give me an analogy of the following:

"If a Sprint PCS employee told you that you had won a million dollars, That does not mean that you have actually won the million dollars."

I am flabbergasted by this so called "analogy".

Am I to believe that ALL Sprint PCS employees are lying to customers? If I am wrong in this assumption, then please let me know. She refused to answer to answer my inquiry on this….

It seems to me that if I am a customer of Sprint PCS, pay my bills on time constantly for 4 years, and I CALL customer care, AND they tell me that I have won a million US dollars; I should "reasonably" expect that the sprint employee is telling me the truth. I have lived up to my obligations. Why should I not expect the same from them?

Enough about the Sprint PCS customer service Representative Supervisor analogy though….

After calling her on her inadequate and un-persuasive analogy argument, I ask to speak to her supervisor, since she is obviously incapable and unwilling to help me. Tess immediately informs me that her supervisor will return my call within 48 hours; I explain that this is unsatisfactory – mainly because I know her supervisor has a Sprint PCS phone, and is available for her reach any time of day or night. (This is of course basic business concepts – supervisors are paid more to deal with the “fires” – and since we are dealing with a Fortune 500 company who provides cellular mobile phone service, it is highly unlucky that the supervisor would incur any cost for the cost of the call.)

Imagine my surprise when Tess, a Sprint PCS customer service supervisor, hangs up on me!!!!! This is twice a Sprint supervisor has now hung up on me!

If any one can provide any insight on how to deal with this situation, I would greatly appreciate it. Please HELP!!!!! I know that sprint customer service is terrible, but if they allow customer service employees to out right lie in order to get a customer to re-new a contract – on false terms- this is fraudulent and should be addressed by a US court.

[Stin]

That's really bad.. I can't believe that people would hang up on you when it is their job to serve you, hense "customer service." I could see if you were yelling and causing trouble but it sounds like you weren't. I'm also tired of all the outsourcing of CS to other countries. I'm sure they are fine people but the language barrier is just too much, and they have "fake" american names they use to try to trick you.

[DimFate]

Sprint customer service reps and their telesales also lied to me on the purchase of a new handset and services. A month later I also realized those services were not provided. I too signed a contract under false pretense and was basically told "LIKE IT OR LEAVE IT, NOT SPRINT'S PROBLEM"

I informed the The Better Business Bureau and in a matter of days (two days ago) I was called back by Sprint and told that I was given like 30+ dollars credited to my account and some bonus minutes and all fees were waived except for the monthly fees for my plan.

I too had to endure the customer service reps from other countries, the CSRs that hang up. The CSRS that refused to give me their ID# and or names.

As a matter of fact on one occassion after having an argument with a CSR, the minute I hung up my phone service was shut off. I called SPRINT, got in touch with another CSR and asked them why my services were shut off. They asked me if I had done any exchanges in the last few minutes I had told them that I did not. They told me that "someone" changed the ESN number on my telephone number to a Sanyo PM8100. I explained to them that I did not authorize that. That I was just on the phone with an angry CSR who hung up on me. I told them I want a full investigation done on this matter and she replied "Problem is fixed get over it"

I love Sprint, their phones, their PHONE plans and services, but when it comes to their CSR, TELE SALES and TROUBLE DEPARTMENT, those services are abominable.

CSR belong to a BORG like collective, but they've only assimilated species of low intelligence.

RESISTANCE IS FUTILE!

[Jonmango]

clarkey12,

do you have anything in writing that says you would be given the services at the reduced rate? i guess you would have included that info in your post, but i thought i'd ask.

if you do not have any proof, then it becomes a "he said/she said" situation, and the person on the other end of the phone has no way to tell who is telling the truth. also, try to remember that phone reps deal with lying customers all day so you're story will not be believed unless there are notes on the account (which you would have no way to know), or you have an original document which notes the details of your account as you thought it was supposed to be set up.

i know it is unfair and people who actually have legitimate complaints should be taken care of better, but there are just so many bad apples who call to screw the company that phone reps have just gotten to the point where every caller is considered guilty until proven innocent.

i know it smarts but maybe this could be a lesson to get great deals in writing, especially when dealing with cellcos. if you are po'ed too much, pay the etf, sell the phone on ebay, and start anew with another company (if that's an option).

[5Point7]

When I signed up for Sprint, or rather was about to. The "flirty" girl asked where I work. "Oh, THEY are elligable for a discount here!". So obviously, I thought "cool"! Sign me up! It was supposed to be 15%, they didn't need to see any pay stubs or anything. The discount would take effect my second bill. Alright, whatever.

Among all the other problems and high bills I have gotten the last 4 months, I have yet to see this 15% discount. So I called up CS, they settled things and it would show up on my next bill. Two bills later... STILL no discount.

I now know this was all a scam for me to sign up for the contract. Screw Sprint, I ported my number to T-Mobile and Sprint can bill me for ETF. I will pay it when I feel like it, much like they never felt like addressing my issue and telling lies.

Bye Sprint!

[NewYorkerOzzy]

This sounds all too familiar to me. I had SprintPCS for Four years. I can't lie, the service was great. I got signal everywhere i went, even inside buildings, schools and anywhere else you can think of. The phones were halfway decent and i have several stores within walking distance of my apartment. In the end, i cancelled my account with SprintPCS because of their constant overbilling. Every month i would be billed for services i did not order or would be overbilled on existing services. Repeated calls to customer care got me absolutely nowhere. They would hangup on me so i did what any other normal person would do. I filed complaints with the BBB. Less than a week later i was contacted by a very helpful supervisor who reviewed my account and verified that my version of everything that happened was correct. She credited me for all their screwups and waived the ETF.

In my search for a decent provider i went with T-Mobile and Nextel. Now all i can do is pray that Sprints bad customer service does not invade Nextel. I am happy with Nextel and the thought of once again dealing with Sprint has me scared.

God help all Nextel subscribers!
God help us all!

[msgph]

God help all Nextel subscribers!
God help us all!

I have nothing but good things to say about Sprint PCS customer service. They've been very helpful the handfull of times that I've called in and extremely helpful the times that I've emailed in. Email customer service is best.

As for Nextel, well, the same can't be said for me. I went round and round with their customer service and coverage that was said to exist, but didn't. Their solution was for me to but a several $$$ repeater so that I could have better coverage.

That said, all carriers have their customer service horror stories. One person's trash is another's treasure? Yep, and so is customer service.

[NewYorkerOzzy]

I have nothing but good things to say about Sprint PCS customer service. They've been very helpful the handfull of times that I've called in and extremely helpful the times that I've emailed in. Email customer service is best.

As for Nextel, well, the same can't be said for me. I went round and round with their customer service and coverage that was said to exist, but didn't. Their solution was for me to but a several $$$ repeater so that I could have better coverage.

That said, all carriers have their customer service horror stories. One person's trash is another's treasure? Yep, and so is customer service.

You are correct sir! except for the fact SprintPCS horrible customer service stories are more abundant than with any other provider.

[DimFate]

You are correct sir! except for the fact SprintPCS horrible customer service stories are more abundant than with any other provider.

Indeed. Nextel and T-Mobile's CSR are all great. I have both of those services as well as Sprint. I have nothing but praise for them.

[madmac]

Well, I have never had a problem, maybe because I never have to call customer service.

I guess that is because I always pay my bill, which every month is the same because it is just a computer which does not randomly tack on extra charges just because it does not like you.

I am also an adult who knows that SprintPCS gives me the ability to check my minutes so I don't have to worry about overages.

I also realize that Vision costs $15, and if I can't afford it I will not have it. I do not expect something for nothing, and I would think a CSR was lying to me if they said it was cheaper than what is advertised.

The point of my post is GROW UP. Sprint advertises what the cost of Vision and 7 PM nights are on the website. That is what you should expect to pay, and to ask for anything less is obnoxious.

And, just because you pay your bill on time every month does not mean you should get any breaks. What if your boss came in and said that, because your company had paid you on time for the last 4 years, they wanted you to work for half of what you are being paid now??? Would you be as willing to do that as you were to cheat Sprint out of it's money???

[DjDynasty]

Well, I have never had a problem, maybe because I never have to call customer service.

I guess that is because I always pay my bill, which every month is the same because it is just a computer which does not randomly tack on extra charges just because it does not like you.

I am also an adult who knows that SprintPCS gives me the ability to check my minutes so I don't have to worry about overages.

I also realize that Vision costs $15, and if I can't afford it I will not have it. I do not expect something for nothing, and I would think a CSR was lying to me if they said it was cheaper than what is advertised.

The point of my post is GROW UP. Sprint advertises what the cost of Vision and 7 PM nights are on the website. That is what you should expect to pay, and to ask for anything less is obnoxious.

And, just because you pay your bill on time every month does not mean you should get any breaks. What if your boss came in and said that, because your company had paid you on time for the last 4 years, they wanted you to work for half of what you are being paid now??? Would you be as willing to do that as you were to cheat Sprint out of it's money???

My money is green, and spends anywhere. If companies don't honor my loyality, I'll churn. I do it on a **** near regular basis. Working for the goverment I walk out of contracts like they are nothing. I sign cell phone contracts just to get cheap phones. Just churned myself 3 times on sprint to get good deals on phones. I'm not dealing with the $150 mail in rebate, and a store rep who blatently says they only pay $7 for an upgrade versus $30 for a new activation. So I tell her to activate 3 lines of service, waive the activation charges, and then cancel the existing 3 lines. not a problem for me.
All the users on my account have 866 numbers that forward to their cell phones anyway. So only like 10 people need to be notified of the new numbers.


Brian

[sneak16]

I love threads like this- the people *****ing are always the people wanting something for nothing.

It works like this: if you want something done (i.e. a discount, or free features) have it notated in your account AND get the CSRs name and operator number (or whatever it is). If they refuse EITHER, ask for a supervisor.

Sprint's poorly trained CSRs made me leave, but my issues were well documented and unacceptable. I, however, was not asking for something free, but just trying to get an ESN swap done correctly. This was (supposed to be) Sprint 101.

[reidme]

My money is green, and spends anywhere. If companies don't honor my loyality, I'll churn. I do it on a **** near regular basis. Working for the goverment I walk out of contracts like they are nothing. I sign cell phone contracts just to get cheap phones. Just churned myself 3 times on sprint to get good deals on phones. I'm not dealing with the $150 mail in rebate, and a store rep who blatently says they only pay $7 for an upgrade versus $30 for a new activation. So I tell her to activate 3 lines of service, waive the activation charges, and then cancel the existing 3 lines. not a problem for me.
All the users on my account have 866 numbers that forward to their cell phones anyway. So only like 10 people need to be notified of the new numbers.


Brian

I can't tell if you're being facetious or you're just an idiot who knows neither the meaning nor the correct spelling of loyalty.

[DjDynasty]

I can't tell if you're being facetious or you're just an idiot who knows neither the meaning nor the correct spelling of loyalty.

I didn't bother spell checking. But then again, I'm a mathmatical thinker, not an english thinker. I've always sucked at english, and it got worse after moving to the US. And like every other foreigner in this country. We're here for money, the more that stays in our pocket, and goes back to pay for our expensive house back home. The better. I know one thing for sure, With a FAN # on Cingular Blue, I won't leave them anytime soon. But lately their network is absolutely unusable in the Chicago Area. I havn't had a clean connection in 3 months. If I even bother calling Customer Service, the call will drop at 2:18Seconds. Instantly. So I don't even bother. I just keep it for my calls to Canada Roaming in Canada, and for the other 3 lines to share and use service. Cause it for the most part is unusable. And for the mobile to mobile, Which used to be clear, now even that sucks.

Brian

[reidme]

Fair enough, but that's called working the system, not loyalty.