So I'm all ready to get my new PPC 6800 from Sprint that I ordered Monday. Well, it arrived today. I let it charge, setup my voice mail, and now for the kicker. I tried to forward my old cell to my new one, but received a dis/not connected notice when dialing my new Sprint phone. When dialing out I received notice that my phone has been disconnected due to not paying my bill! Which is now over $600. While speaking with a rep I was suddenly put back into the queue line. My initial bill was $288.xx plus tax, and $51.99/mo service fees.
There was no explanation to the missing $311.56 that has been charged to my credit card. But there is an explanation for the rest: my $261 discount on the phone was negated, my $0 activiation fee was negated.
Calls thus far:
20 minutes on hold with first call before I called back and was answered more promptly
5 minutes on hold, spoke with finance dept, told there's nothing they can do for me other than take a payment for 622.13, transferred to customer service...on hold.
2nd call ended after 20 minutes on hold. Tried to call back using *3, but am unable to due to block on the phone. Calling 800-444-3333 as referred by *3. That was MCI, they were unable to help. Back to terminal hold.
$.01 says this winds up on my credit and I have to fight this. Holding...approaching the 1 hour mark, and I'm sure I have plenty more to go.
did you just try calling rententions. just tell them if they cant fix it now you will cancel. you are in the 30 day grace period no? i heard rententions get things done.
Add another 35 minute phone call to the "retention" dept. I received a credit of $275, $35.57 short of matching my initial invoice (with refusal to do any more), still no phone reconnection as there is no record of my credit card transaction.
Don't call too many times, they might cancel your service. I've never ever had a problem with sprint in the 5 years I've had them. But from what I've read, when you do have a problem with Sprint, its pretty much the same as when it rains it pours.
The initial payment was only authorized. The charge appears to have been reversed when they decided to charge me full price for the phone, but that wasn't apparent until just now when checking my CC online again this morning (after having to do an OS repair on my new C521...doh!). Since they tried to charge my card the $622 with the $311 still in lieu, it was denied (sorry, there isn't $933 available on my card) - but that's my analysis, they weren't able to tell me as much. When I called this morning my balance due was $593.47 (in Sprint world $622.13 - $275 = $593.47 ?). The retention dept insisted yet again on getting the web sales dept on the line for further research, but they're not available until Monday. I never was able to get a definitive answer to the remaining extra $50.57 on the total due, though it was "guessed" that it was service charges for the partial month upcoming. In order to reconnect (my never connected) service I was to pay $593.47.
SERVICE CANCELLED. I could have waited until mid next week to get the issue resolved, and if it weren't for the fear of having to deal with such insanity even one more time I would have. This phone is too nice to return, but return it must. (:wah: )
When these guys put on their clown suits they give you a heck of a show. The total phone time so far in effort to resolve comes to: 130 minutes (+/- 5 minutes).
SiliconJon, your story sounds horrible but NOT unfamiliar to me. I recall the day I got my Moto Q and had issues with the rebate info I had probably spoke to 20-30 people in the course of 6 hours. Wha a waste of time. I sould have given up once it got past 8pm as the people I dealt with from 8pm to past 11pm were frustrating to say the least, they'd connect me to the wrong department or disconnect the call, or put me back in the que for the automated customer service. Hope it gets resolved for you.
The only argument left is the one I'm sure I'll have to do to get zero balance due, as I'm sure they'll want to charge me for 3 days of "service", and who knows what else.
I really didn't want to cancel, the deal was a great one...I wanted the deal we (Sprint and I) agreed to, and as little hassle as possible. Neither seemed to be an option. Granted I gave up after only two hours, when it seems resolution with Sprint can take up to twelve. No way on that one.
sorry to hear it didnt work out. figued they would have taken care of the issue right away once they were pretty sure you were going to cancel. shows they dont want to keep customers. i dont understand how they get away with this/
Sprint tried to rip me off so I filed a BBB complaint and got my money back. Im on Verizon now and having no problems, soon im probably switching to ATT so i can get a RAZR2.
As a former Sprint PCS Trouble Technician, I CAN complain and comment on how much SPCS Cust SUCKs!
I worked in the Trouble Tech Department and my wife worked in the Customer Service Department.
I can not tell you how MANY times I would be over seeing my wife and hear some of the CRAP that was being told to customers.
Since I was a TA on the Floor, I had to wear a "VEST" that told everyone I was one. SO, I would walk right up to the rep and make them place the customer on hold and ask them where in the HECK did they get stupid info from?
I was not nice about it, as at that time I knew the trainers and I knew they were not spouting that crap.
Several of the reps I had to reprimand for stupidity usually got fired cause now I had made them a target and lit the fire under their Team Leader by telling my Managers what I heard and had to fix.
But for everyone that I caught, 20 more would sneak by!
I got put in a "WORK FLOW" group once (notice I said ONCE!) to find out why our CS was ranked so bad by so many CS consumer groups.
Well, after hearing all the BS being flung about how we couldn't be all that bad, I finally said to the Home Office Executive leading the "WORK FLOW" group the following:
"You wanna know why we SUCK? I'll give you a PRIME example. I will dial 5 SPCS Reps and ask them the SAME question, and I'll bet I only get 2 out of 5 reps that give me the right answer!"
The executive got all bent out of shape, started to complain and I said I'll prove it!
I picked up the phone in the conference room, put it on loudspeaker and dialed the 800 #. The first rep that picked up was very nice sounding and introduced herself and asked how she could help. Here are the following answers from all 5.
I simply asked "How can I tell if I am roaming on my phone when I go to make a call?"
Rep 1) "It's very simple, if you are roaming, your phone will beep and let you know." I asked "Is that the only way?" Rep 1) "Yes, that's the only way!" STRIKE 1
Rep 2) "Um, I'm not sure, I guess you'll have to talk to Tech Support. Hold and I'll transfer you!" Without a chance to say a word, I start to hear hold music and then dead air! I was hung up on! (Yes, it happens ALOT!) STRIKE 2
Rep 3) "What type of phone do you have?" I said "Samsung N200." She said "Okay, when you are in a roaming area, your phone will display the letter R w/ a circle around it. You can also set your phone to NOT ROAM and it will either show SPCS Service, or NO SERVICE. Okay?" I thanked her for her time and hung up. DING DING! WINNER!
Rep 4) "Roaming, um I don't know. But if you'll hold for a minute, I'll find out." I said "Sure." She muted the phone so I couldn't hear her, not placed on hold, then she came back on and said that my phone couldn't roam." I asked "WHY?" She said "Cause SPCS set the phone to NOT ROAM only and it couldn't be changed." STRIKE 3
Rep 5) " I can answer that, pls hold while I get that information." "Okay" "Okay sir, You will have to turn your phone off and on when you see the roaming signal on the screen" I asked "What's the roaming signal look like?" Rep 5) "I don't know, but I believe it says the word "ROAMING" on the screen. Okay? Thanks for calling." CLICK!
SO, as I said, the training sucks and so do ALOT of the reps!
Needless to say, I was never asked to be on a FOCUS group again and I got chewed out by Team Leader for being so "HONEST!"
Anyway!
Now I will be fair.
I have called in to do ESN Swaps about 24 times in the last two months! Each time, I have gotten a very nice rep who took care of me. I did get alot of the "Please be sure to allow 4 hours for the phone to program so you'll be able to use it."
It doesn't take 4 hrs unless there is a Provisioning issue!
But anyway!
/Q]
I've been lucky with them so far but then again I haven't had a sprint phone in over a year so i guess it looks like it went downhill since then.
Verizon certainly isn't perfect, but I've never had to call them more then twice to resolve any issue I've had over the past 10 years ... at the same time I've heard many stories similar to yours when it comes to Sprint.
No matter how nice the phone is, it sounds like you are much better off canceling & taking your business eleswhere.
__________________
"Experience is not what happens to a man; it is what a man does with what happens to him." - Aldous Huxley
The initial $311.xx charge never posted, so they didn't follow through with the initial charge (authorization), but they didn't tell me that. I had to figure that out by continuously checking my CC account. The only bill left to dispute will be the one they try to stick me with after returning the Mogul.
omfg, Welcome to Sprint
. I've never ever had a problem with sprint in the 5 years I've had them. But from what I've read, when you do have a problem with Sprint, its pretty much the same as when it rains it pours.
