Sprint Nextel Corp Complaint

Sprint, Please Hire AMERICAN Customer Care Reps Because Your Customers Are Suffering! - cell phone contract

Reviewed by the2ndflood
Please Improve

Up until recently I had been with Sprint for 3 years. I was also with Nextel for several months before they became part of Sprint. Sprint once had in my opining the best service. The Customer Care always seem to have a few issues, but I dealt with it because the overall service was great. In the past 2 years their service has gone to ****. No matter what phone I had, the service would just stay poor. The worst thing beyond any of the other problems was the Customer Care. From my understanding, Sprint outsources all of their Customer Care. Some care reps work in the USA through a company called TAG (The Answer Group). I used to live down the street from one of their large warehouse-type buildings. TAG on its own is horrible company. The horror stories from there never end. The rest of Sprint Customer Care-CC comes from places in India and the Philippians. I might add, Sprint doesn't offer wireless service in India or the Philippians; so this just adds to the problem. If your lucky enough to get a hold of an American, then you have a better chance at getting some help. If someone answers and you can barely understand them, your in trouble. I have called CC and asked the rep simple basic questions and they had no idea what I was talking about. I once asked how I could add the $1.99 Phone book Contact Backup service to my account , and the person was "Ahh, I'm sorry, we do not offer such a service." I once called asking to add GPS Navigation to my plan, and the woman told me I would need to change my current plan to add that feature. I hung up, called back, spoke to an American who added that feature to my plan within minutes. I once sat on hold for 45 minutes to get help with correcting a billing error. The woman put me on hold, and I was transfered back to the main menu. When I called back and waited on hold for another hour, the women hearing I was upset (I didn't yell or swear, I was just upset), said "Okay sir, may I put you on hold for a minute so I can look into this?" I said "Sure". And she then hung up on me, because the problem was going to require more then a few minutes of work on her part. I once called, waiting on hold for an hour or so, when the guy picked up, and I started talking, he pretending not to hear me and hung up. He might not have been pretending, but he didn't even try to fix anything; he just hung up.

Sprint, in the hopes of saving money, has sold us customers out. These foreign CC reps have very little training, and don't even seem to understand the simplest of Sprint features or problems. Sprint as a company doesn't seem to understand that firing American workers, to employ people who will work for less, DOESN'T HELP US CUSTOMERS! How can some guy in India, who has never used Sprint, Verizon, AT&T, ect, services on an American street corner, have any working knowledge of the problem "I" as an American am going through. They can't! When I call customer care, and an American answers, they can say "Oh yeah I had that problem. You just have to do this to fix it." BECAUSE THEY LIVE IN AMERICA, USING THE SAME PRODUCTS AND SERVICES I AM USING!. All that guy in India can do is read off some stupid trouble-shooting list, wasting both of our times.

Just keep this in mind. Which 2 US wireless carriers have been rated year after year for having the best Customer Care? Verizon and T-Mobile USA. Why? BECAUSE THEY HIRE AMERICAN EMPLOYEES, TO ASSIST AMERICAN CUSTOMERS!! And T-Mobile USA not all that many years ago was rated dead-last in customer satisfaction. But they spent more money hiring American's, spent more time training them, and gave them a feeling of love for the company they are working for. And that shows now. Because if I call Verizon right now, I will speak to an American rep, who will go out of their way to help me. And they will keep working on the issue until it is 100% solved.

So Sprint, if you want me back as a Customer,
H-I-R-E
A-M-E-R-I-C-A-N
C-U-S-T-O-M-E-R
C-A-R-E
A-G-E-N-T-S

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the2ndflood says: (3 months ago)

UPDATE: A woman from Sprint's Executive Relations Dept contacted me. First by phone, then by email. In her email she made notice that she saw that I was able to talk my way out of paying the full Early Termination Fee and the taxes that went along with that. She seemed annoyed by this. She said that those fees were legitimate. So I informed her that ((NO)) Those Fee's Were ((NOT)) legitimate. Firstly, the ETF is is something Sprint charged me, Not the government. It is a Punishment fee. So wireless taxes on that are ((NOT)) valid, because they did not cover service costs. Then I informed here that like everyone else, I had paid for my last month of wireless service with my very first Sprint bill. Because the customers has to pay a Pro-Rate fee of the service used for that billing cycle, then for the next month in advance. So my last month of service on the new contract was Paid-in-Full over a year ago. So if she wanted to get technical, Sprint owed me money. I didn't use my entire last month of service; even though it was paid for. So Sprint in reality owes me money.

After this e-mail I never heard from her again. I sent her two more e-mails. Just asking her if this case was closed. So I am guessing she didn't like the idea that I picked apart her argument and that is why I was able to get those fees waved in the first place. ((KEEP THIS IN MIND)) Since you already paid for your last month of service on your first bill, your final month of service should cost your ZERO dollars. So many people forget this and end up paying for service they never used, and that was already paid for. Wireless carriers like Sprint don't remind you of this fact though; so make sure you ask about it. And the ETF aka The Punishment Fee is a fee you are forced to pay; even when that carriers services have turned into trash. It is not a government imposed tax. So paying wireless service taxes on that doesn't make much since. Each carrier is different, but if you threaten a BBB, FTC and FCC complaint; they will normally back down and remove the fees.

So that is how I got out of paying the stupid Sprint ETF fees. And that is why this woman really didn't want to deal with me. But I'm not going to let some company push me around! So if you have been abused to the limit, then COMPLAIN EVERYWHERE ABOUT IT!!

Sprint Executive Relations Phone Number: 1-866-727-0665.
Email Address: boardinquiries@sprint.com.

the2ndflood says: (4 months ago)

P.S. If you want any true help, skip Customer Care and go right to Sprint Executive Relations 1-866-727-0665. They do have an email address boardinquiries AT sprint.com. Replace the AT with @. I don't want them getting spammed by Spam-Spiders.

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DetailsReview Rating: 1 out of 5
Reviewed By: the2ndflood
Company: Sprint Nextel Corp
Product: cell phone contract
Date Added: 4 months ago

Sprint Nextel Corp Complaint

Sprint, Please Hire AMERICAN Customer Care Reps Because Your Customers Are Suffering! - cell phone contract