Sprint Customer Service Sucks

First off let me say that in the past I had sprint as my cell phone provider. I used them for years without issue. The billing terms, cell service, and customer service were all fine. I changed jobs and had no need for a cell phone so I stopped my account.

Fast forward about 5 years. I now want a cell phone again the time is March of 2008. I go to Radio Shack and decide to use Sprint again. Everything went fine for the first 9 months or so. Then one morning I tried to turn on my cell phone and it just keeps re-booting. Seems odd to me. I tried everything I could think off to get it to work to no avail.

Off to Radio Shack I go. I explain the problem and yep the phone has to go in for repairs. Well not so bad it's still under warrenty. Phew I'm thinking this is ok Ill either get it fixed or have a new phone. I wonder if they might even have a loaner phone for me since I really need to have a reliable means of communication at all times for my new job.

Oh no not only is their no loaner phones (though I can add a phone for $9.99 a month) but since it's December 22 the Sprint repair center is closed for the holidays. Are you kidding me? I find out they will be closed for 2 weeks! Wow that's some good deal for the people working in the repair department. So I'm thinking now that ok I can wait 2 weeks. I mean what choice do I have?

4 weeks later I call Radio Shack. Is my phone back? Nope and not only that but it's not showing even in repair status. Seems Sprint may have misplaced it. Radio Shack sends Sprint an email for an updated status. 1 more week later I call Radio Shack. Is my phone back? Nope and it's still not showing in repair status. You have got to be kidding me? It's not April 1st but this must be a joke. Another email off to Sprint even though Radio Shack never got a response to the 1st email. I stop in at Radio Shack about a week later. Is my phone back? Nope and it's still not showing in repair status. Ok now I wonder whom at Sprint I've pissed off. This has got go be the worst customer service I have ever seen. Off goes the 3rd email to Sprint. Oh and by the way no response to the first 2 yet.

Long story short it's now over 2 months later. Is my phone back? Nope, but good news it's in repair status. Wow that's a miracle. 1 week later still in repair status. Off goes the 4th email. No response. What a joke. Now I'm cheesed off. I fire off my own email to Sprint. Here is the email:

Original Question: Phone RepairsQuestion: I brought my phone in for repairs on Dec 22, 2008 to the Radio Shack at Fort Steuben mall Steubenville, OH 43952 phone 740-264-7646. It is now 62 days later, 62 days, and I still do not have my phone back. I like to think of myself as a patient person but here I am 62 days later with no phone. During this time I closed on a house faster than the repair of this phone and during the worst time to buy a house in history. But not to worry I still get billed every month for the phone that I do not have access to. I read on the web that Srpint is Hemorrhaging customers and if this service is any indication why I fully understand. I intend to start a web blog on this entire issue and follow it through with weekly updates it will be interesting to see the responses. I work in the customer service field and would not retain my account long if I provided service like this. I pay a premium price to have a reliable means of communication at my disposal 24 hours a day. I look forward to any resolution you can provide me on this.


Now here is Sprints response:

Dear John Smith,

Thank you for your reply.

I apologize for the inconvenience you have experienced due to the phone.


The current phone is active on the account since March 22, 2008. The line will be eligible for upgrading with $75.00 rebate with a new 2 year agreement in March, 2009. I understand the problem to be without phone these days. So, I offer you the handset upgrade rebate of $75.00 immediately. Please visit a store and purchase a phone of your choice with regular price. Please let me know after activating the phone. I will apply $75.00 credit instantly.

I have notified the account with this information.

Thank you again for contacting Sprint. We appreciate your business.

Sincerely,
Margaret S.
Sprint



Now that's a deal wow not only do I get $75 off a $250 phone (that I have 1 of and is under warrenty) but I get another 2 year contract. Oh and even better they are doing me the favor of upgrading me early. 5 days early! 5 days! Wow now that is big of them. No mention of expediting the repair on my phone or even just replacing it. No mention of crediting me for the 2 months I didn't have access to my phone. Just this insulting offer for a new contract.

Steer clear of Sprint. This is the worst customer service I have ever seen.


2/27/09
I have an update! After I sent this to Sprint.
As I stated in an earlier e-mail since I've recieved no resolution to my broken phone issues I have started a web blog and sent
it to every major media outlet I could find. Here is the URL: http://sprintcustomerservice.blogspot.com/

I will continue to focus all my efforts on this until resolution is had.It's time for someone to address the customer care issues at Sprint.

Now there reply:
Dear John Smith,

Thank you for contacting Sprint. I understand your concern about your phone.

I will request you to please visit the store where you have given your phone for repair. As, we do not have any notes on your account from the store. However, once you get your phone and activate it on your account, please reply to and we will apply the credit for the period you did not use the services.

Thank you again for contacting Sprint. We appreciate your business.

Sincerely,
Stephen G.
Sprint

I'm really not considering this progress yet. Also I find it frustrating that customer service is located in India. They could care less about my problem. (and it shows). It's all about the sale with no customer service to back it up. I'm looking for more attention on this artice and not ready to give up just yet.