Here is a copy of a letter going to Sprint Customer Service.
April 15, 2007
P.O. Box 8077
London Kentucky 40742
Dear Customer Service Representative,
I’ve had it with Sprint/Nextel.
I have been trying to make a call all afternoon and I get the same message that I get more and more frequently, mostly on weekends. “Sprint PCS Svc not available.” Why Not???
My service has gotten progressively poorer since the two companies merged. In January I went into a Sprint Store in Greensboro. I wanted to purchase a new phone because the one I was using seemed to be worn out. The dial didn’t light up and I was not able to see the address book, calls record, etc.
The employees watched me as I looked around at the selection of phones. They seemed only interested in selling me a new service plan. I said that I didn’t want a new plan and didn’t want to renew my old plan for an extended period. They were not interested in helping me after that.
I have been a Sprint customer for many years and with the service getting worse and worse, I did not want to get tied into a long-term commitment. I just wanted a new phone. All phones were several hundred dollars unless they were purchased with a service contract. So, I went to the desk in the front of the store and waited for awhile before being told by the woman there that she didn’t know anything and I would have to go to the back of the store to get any service.
At the “Service Desk” at the back of the store, I asked the attendant if I could just use an old phone that I used before I got the one that didn’t work or if I could get the bad one fixed. She told me that they didn’t repair equipment. She played with her computer a few minutes and told me that I didn’t have an account, or that she couldn’t find one for me.
I left the store.
I found my old phone and called Sprint Service to have it activated. It took 5 days to get the phone activated. On some of the calls I was transferred to several different people. Each time I called, I followed the directions I was given and I was told that it took awhile and would work in a few hours. It didn’t.
On one of the calls, a nice lady told me that I was not on the Sprint network. My account had been transferred to another place and I would have to call another number to access a service person. I called, but there was no one there to help me. When I finally got a person I followed instructions and got the same result. No Service.
The weekend arrived and I called again and found out that there was no service on weekends and I would have to call back Monday morning. The phone was finally activated Tuesday. Service has not improved. If I try to reach customer service about a dropped call or to get an account of my usage, I can seldom get through. Either the call is dropped or I get a recording that I can’t get information about account usage.
Even before this problem with activating my phone, I have had many problems with the service since the merger of Sprint and Nextel. I started dropping lots of calls. I dialed the trouble number and told an automated answering service that I had a dropped call.
I did this so that the service provider would know that I was getting lousy service and maybe they would fix it. After several months of this, I started getting messages that said stay on the line because my phone needed some updating or something. I did this for the first few times and it took several minutes. But that didn’t stop the problem. Later, when this message came on, I waited, let them do their thing and when it didn’t work I was then told to wait for a technician. After waiting up to 10 minutes, the phone cut off. This happened several times. I waited. I never talked to a tech person. I think this was just to get rid of me. And it finally worked. I will change my service this week.
The check that I have been sending Sprint for many years will not contribute to the $20 million+ salary of Gary Forsee ever again.
A long-time, patient customer who gave Spring more than enough chances.
Diane G. Davis
Cell phone number ----------