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deadon1130
Posts: 1 |
 
Tue Oct 20, 2009 5:23 pm |
A letter shown below was sent to Sprint Corporate HeadQuarters on September 15th with no response whatsoever! What do you have to do to get customer service for devices that we technically are "LEASING?"
Yes it came out to (3) Pages
Dan Hesse
CEO
Sprint
6391 Sprint Parkway
Overland Park, KS 66251-4300
Dear Dan Hesse:
I am writing you today to spend a little time sharing my Sprint/Nextel customer experience from the last five years. Despite the absolutely appalling customer service I have received both in store as well as on the phone Sprint’s network is great and just plain works.
Before Nextel and Sprint merged I was a Nextel business customer, and whenever I had an issue I could call and within a few minutes would be connected with a representative. Since the merger, any time I have called customer service I spend at least 20 minutes to speak with a human on the phone. To avoid the long delays on the phone, I have gone to a corporate store only to find that I have to wait twenty or thirty minutes to be helped.
When I moved to sprint I received a Motorola Q and still to this day have problems with the phone. I have taken the phone in numerous times and it has been swapped out at least once. Every time I take the phone in, the same phone is reset to factory defaults and that is considered an appropriate fix. Would you mind losing all of your information and your problem not being solved? This is the exact experience your technicians and customer service personnel provide in your corporate stores. Needless to say I still have the phone and the problems re-occur on a weekly and often daily basis. I considered cancelling my service as my contract was up and was going to go to a different carrier, but as I do appreciate your excellent network service I decided to call your retention department and see what could be done as far as a deal on a new phone.
Upon calling your retention department and doing a little research I was shocked to find out that not only could I get the HTC Touch Pro 2 from a different carrier with a new contract for $199, but that there was no way that your company could come close to this price on even the original HTC Touch Pro which I would assume is going to come down in price over the course of the next 6 months.
At this point I am disappointed but still willing to go to the store and look at my options for phones as the retention department even convinced me to do so even without offering me any savings. Upon arriving to the store I was put in queue and was pleased to see that rather quickly a sales representative was available to answer my questions. After some time I decided to purchase a Blackberry Tour seeing as that was my next best option to HTC Touch Pro 2. The Sales Representative proceeded to open the box and have difficulties activating my phone as I was accustomed to when going to the store previously. I had noticed at the time that the box had two extra seals on it, but I did not think too much about it because all of the faceplate cosmetic stickers were on it. After some time the phone was activated and I was on my way. I take the phone home spending approximately an hour at the store activating the phone.
The next day I am starting out my morning and put the phone in my front short pocket with nothing else in it and proceed to walk around my yard surveying the work that needed to be done that day. It was at that point that I received a notification on my phone and took it out and noticed the screen was white with 2 lines on it. I am disappointed and shocked and take the battery out of the phone thinking there might have just been a glitch with it. After restart the same occurrence shows. I immediately drop what I am doing and head to the nearest Sprint Corporate store. When I walk into the store the greeter who just happens to be the Assistant Manager looks at the phone and says the problem is due to physical abuse and that it is not covered and will not be looked at. He did not take my information down, note the account or anything. All he merely suggested quite smugly was that I call customer retention back. In the process of calling and waiting at least another 20 minutes again I was advised to go back to the original store seeing as less than 24 hours had elapsed. The representative stated that I might have luck with the store returning the phone.
Upon arriving at the store that I purchased the phone I was greeted the same way but not with the assistant manager of the store. I told the associate that I understood that but I would like to still talk to someone regarding this issue. When an associate finally is available to assist me I am once again told the same story, that the screen is pressure cracked and I must have done something to the phone and that there was nothing they could do. They suggested I make an insurance claim to get the phone replaced costing me another $100 on top of the price that I am already paying for the phone. I was advised that as a last resort I should contact customer service again and see if anything can be done.
I contacted the insurance company and even though I have never made a claim while having insurance on any phone and speaking with three escalations of representatives they were un willing to work with me to get the phone replaced because they are just an insurance company filing a claim. I was told to contact sprint and see what could be done.
I decided as a last resort to have my sister contact the CSR and see if anything can be done because at this point I have spent 6 or so hours trying to get the phone replaced. She was able to finally get the CSR to credit my account partially for the replacement and I was off to the original store. I was hoping at this point that I would be able to get a replacement and after speaking with the assistant manager again I was once more disappointed and notified that there were no phones available to me. I thought how could this be? I was told that the stock in the store is separate for sales and repair and that there was also no guarantee that I was going to receive a new phone. Needless to say I was appalled spending all day trying to even get a replacement reimbursed let alone now knowing I wouldn’t receive a new phone and more importantly questioning whether I received a new phone in the first place seeing as the box has been sealed previously two other times. I kindly asked the assistant manager to check stores in the area to see if they had any and after a few minutes I was told there are none in the area, and that they could order a repair stock phone which would arrive within a few business days. He once again advised the best route would be to contact the insurance company and place a claim seeing as I would receive a device quicker and that neither way really guaranteed me a new device.
I leave the store thank the manager for his help and drive home and make a claim with the insurance company hoping to receive a phone by Tuesday. On Tuesday of the following week I received my new phone in the mail from the insurance carrier. I was very unhappy to find out that the phone I had originally received from the store also had a red line on the battery indicating water damage. This along with the seal issue previously described leads me to believe that the phone purchased in the store was not “new” but rather refurbished.
Needless to say I expected a much higher level of service from your company, and I am quite disappointed. As a person who also works in customer service I am WELL AWARE that this type of cold shoulder non accountable business would NEVER be tolerated at my company. I also am pretty confident had I bought the phone from either another carrier or third party store that their customer service would be better. It is no wonder why people are cancelling and not renewing their service regardless of the great plan deals and network service provided. I amongst my friends personally have had the worst experience of sprint customer service but each one can relate to my woes. I will be informing my friends and family about this experience. Lastly I would like to make it clear that I will not buy another phone from your company nor would I recommend your company to anyone. The only thing stopping me from cancelling today and switching to another company is the high cost of cancellation.
Respectfully,
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