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Sprint Hangs Up on Problem Customers

By Ed Oswald, BetaNews

July 5, 2007, 4:24 PM

Sprint is attempting to rid itself of customers who frequent its customer service lines by informing them that it would cancel their service effective July 30.

In letters that were apparently sent out on June 29, the company indicated to these users that "the number of inquiries you have made to us during this time has led us to determine that we are unable to meet your current wireless needs."

Such a move would seem to only make problems worse for the nation's third largest carrier. The company has had trouble holding on to its customers, and lost 220,000 subscribers during the first quarter.

It is unclear how many customers received the letters, although Sprint claims it was a small group. The company said it made the decision to end the contracts of customers who frequently called their customer service lines in order to serve others -- ostensibly less-frequent dialers -- better.

The decision has left some with a bad taste in their mouths, with a few claiming that their reasons for the frequent calls were actually due to Sprint's own problems.

One said she had to call repeatedly to fix a billing problem. Such problems are not new to Sprint; the carrier has become a frequent target of customer ire for network problems and what some describe as rude customer service.

Several users of an online forum where the story first broke, Sprintusers.com, are writing to Sprint chairman and CEO Gary Forsee to complain about the practice.

It should be noted that Sprint is offering a service credit to those whose accounts it is terminating, and is not charging an early termination fee.

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By TimR

edited Oct 23, 2008 - 1:23 AM

Sprint is the most nasty company I have ever had to deal with. My new service of 3 months has been down 3 times within one month! Each time it was down most of the day.

I was told I couldnt cancel my service because it was up "most" of the time.

Customer service was rude to say the least! I will have to pay to buy a new phone and throw away the $200 phone that will not work on any other system and pay a $150 fee for canceling before the 2 year contract I signed expires.

The Sprint contract basically says that you have to live up to the terms but they do not!
I have met 2 people the worked for them a few years ago. They both told me that they would NEVER go with sprint as their cell phone company!

Save yourself alot of time and money. DONT THINK ABOUT BUYING ANYTHING FROM THIS COMPANY!

Score: 0

By grantclan

edited Sep 29, 2007 - 9:31 PM

I have been acustomer of sprint for 10 years. My latest bill was 60.00 higher than it ever has been. When I looked at my bill I was being charged for family plan phones I had never been charged for before. The customer service people said that they had never had a plan like mine it was a billing error that had been fixed. I was told that I could not get out of my contract and they couldn't put me in a family plan because I had to many phones (I was told they never allowed 6 phones in one plan. I spoke to several people including one in a store. I finally decided I was going to get my phones released from the contract and called cancelations. The rep there told me that they were merging the two phone systems and they were having trouble because some of the codes no longer existed. He over rode the system and gave me back my money and service. My advice, skip the reps and go to cancellation. They have the ppower at sprint

Score: 0

By mabie24

edited Jul 18, 2007 - 1:05 AM

I was searching the internet to see if other customers of Sprint have problems with their bills like me when i found this site.
First off I have been a Sprint customer for over five years now and until 2005 I hadnt had any problems with sprint.My problems first started during hurricane Rita(which destroyed my home)While my family and I were evacuated I called sprint to add internet and texting to both my phones I was told I didnt have to add they were giving it as a curtesy to all customers affected by the hurricane, I asked the rep 3 times to make sure I understood him correctly and was assured it was free. A few days later (still evacuated) I called to pay my bill but when the balance was told I asked the rep to explain it but I was unable to understand her b/c of her extremely poor english so I said thanks but i am going to call back b/c I cant understand you her reply was " you stupid stupid stupid women" I was so stunned I asked to speak with her manager and I wanted her name her reply" I no have to tell you HAHAHAHA" click. I sat there for a few sec. shocked beyound belief before I called back I got another call center across the country from the first and for copensation they gave me free walkie talkie service for a month which I thanked them for.Next month I get a bill for 400.00 dollars I was charged for internet usage my the kb, texting, and the walkie talkie service. Called to complain and was told that none of that was ever free just discounted for Rita victims b/c our lose wasnt as big as Katrina's.OK hello I lost my home along with my things but no biggie Right!!!

K skip to this year I have noticed billing errors for calls made and incoming along with ridcules fees they tack on for no reason but for profit. I have also had an outrageous amount of dropped calls and calls I never even recieve (called and did everything they said and am still having the same trouble) and I hardly ever have a signal. Well one of the solutions I was given was everytime I have a dropped call press *2 and say dropped call to have a 1 min credit added to your bill.Guess what you can only do this 7 times a month.So I last month a took my bill and wrote down every call made between my 2 phones to each other and I add up the minutes that Sprint but on there and none of it adds up right for example they have that on anytime calls my total was over 1000 min when I added them up my total was around 900 min. Then with the calls from 1 of my phones to the other I compared times and length and those dont add up either example one phone calls the other at 500pm for 10 min on the other phone it comes in at 4;58 pm for 11 min. How is that possible?? So after seeing this I compared the calls made to my home phone bill(i recieve incoming and outgoing times and dates) and those dont add up either. I call cs and ask how all this is possible and the response is well I cant credited you anything b/c you have had alot of credites in the past few months. Well that just made me mad I told him that if Sprint wouldnt mess up my bills I wouldnt need the credits and that I really dont care about the credit I want them to fix the problem (caused by them).He told me to take my bill into a store so they can help me with it RIGHT like thats going to happen.
Ok my whole purpose in even writing allllll that is this. I think that our consumer rights is sadly lacking when big companies take advantage of people (who pay for a product they dont recieve) and there is no help for that individual.Now the company can cancel whomever they want when they want for whatever reason.Ive paid almost $3,000.00 to Sprint in the last year and half the least they should have to do is listen to my complaints however many their might be and to their employees who dont like listening to customers complain FIND A NEW JOB!!!!!! Ok thanks for listening to my rant have a great day

Score: 0

By blue skies

edited Jul 11, 2007 - 4:45 PM

I have been a customer of Sprint's for about 8 years. The customer service needs alot more training. It takes 20 minutes just to be able to talk to anyone. The have jacked the price up on cancellations. If they cannot help you they often just pull the plug-making you call back and wait another 20 minutes. Also, their phone rebates are a mess to get your money back. They aren't all bad because they have helped in the past but bigger is not better. There service used to be right on but since the merge not so.

Score: 0

By old dude

edited Jul 11, 2007 - 2:42 PM

I can hardly believe the nerve of Sprint, or maybe I can. I used to be a land line (long distance) customer of theirs back in the nineties who quit them due to their poor customer service. Like many of those they are now punishing, I had numerous billing complaints that never seemed to get resolved. Unlike MCI who would make small adjustments without hassle, Sprint would sink their greedy teeth in like a snapping turtle and never turn loose. If my memory does not fail me I rarely succeeded in getting a real human being on the line when I tried to call them over the course of several years. Having received such shoddy service I would say to you, who were cut, that you will eventually be much happier with another company who values good customer service. Best of luck to you and don't worry too much. Sprint has now taken tangible steps to prove what a back water (they're headquartered in Kansas afterall) and third rate company they truly are.

Just some old dude, Overland Park, KS

PS: To you wise people who think that a company, especially a public service utility, should be entitled to do this: a. phone service is essentially a necessity this day and age, and cellular is quickly becoming the norm; b. this is dangerous precedent in general given the green light that seems to be shining anyway for our nation's greedier companies; c. this could easily happen to you no matter how polite and how much herd mentality you subscribe to.
STOP ACTING LIKE SHEEP!

Score: 0

By QualityControl

edited Jul 11, 2007 - 12:41 PM

I've been a customer with Sprint over 7 yrs. Pay my bills on or before due date and I've called in several times to complain of some of the suckie phones that freeze up, lock up, poor reception in and around the metroplex, low ringers, lcd lights going out and my biggest pet peeve dropped calls with poor reception from my own home and neighborhood. Billing has also been an issue when purchasing phones and instant rebates. Some of the customer reps are great while there are some that was not fully trained in basic customer service, just rude and unpleasant. This is my money that I've paid for phones and quality services. PLEASE Sprint, get your ACT together with the billing and the dropped call ratio (new towers) to assist those that are still customers with GENUINE QUALITY SERVICE.

Score: 0

By offthecalander

edited Jul 9, 2007 - 3:33 PM

I have been a sprint customer for over 5 years. While they have their positive and negative attributes, this is just plain ole discrimination. I have not received a cancellation letter, but I'm not sure I'd be upset if I did. There has been several times I wanted out of my contract, but refuse to pay the cancellation fees and other fees that I KNOW are gonna be added to the final balance REGARDLESS of what Sprint's half trained reps have said. I call Sprint at least once a month and I tell them why...when I get my bill it has one balance total, when I call *2 on my handset, I get a different balance, and when I call the 1-888-211-4727 and speak with a rep, I'm told a balance which ALWAYS differs from the other two amounts(this is usually the one I pay). Sprint is also cancelling service to over 200 US MILITARY SOLDIERS due to EXCESSIVE ROAMING. TOTALLY TOTALLY UNFAIR AND NOT VERY PATRIOTIC AT ALL!!!!!!!!! I understand Sprint is a 'business', however smart 'businesses' have teams that THINK before they speak. DONT OFFER WHAT YOU KNOW YOU CANT DELIVER. I have a package that includes 'free' roaming. Makes me wonder if I'm ever called to fight for my country, WWSD (What Would Sprint Do)? I really dont have to wonder, the proof is in the puddin. The one thing that I can say is CONSISTANT with Sprint are their INCONSISTENCIES.

Score: 0

By LarkBee

edited Jul 11, 2007 - 6:44 AM

I haven't received a cancellation letter, but I have to call Sprint at least monthly because I cannot log into their website to pay my bill, and every month a $10 charge appears on my bill for something I never ordered and to remove roaming charges (something supposedly included in my account).

If Sprint would get their collective act together, people wouldn't need to call them on a regular basis.

Score: 0

By pryan67

edited Jul 8, 2007 - 9:12 AM

Interesting...I wonder how much Sprint will be paying the customers for breaking the contract? Does anyone have a copy of the contract so they can see where it says Sprint can break the contract if the customer has a problem with answering the customer's questions?

Score: 0

By Frostek

posted Jul 9, 2007 - 12:49 PM

That's a very naive attitude you have.

I'd be surprised if *any* corporation, bank, etc., didn't have small print in the contract saying they can change conditions at will.

They just change the condition to "we can dump whoever we want", and that's it.

Score: 0

By ogman

posted Jul 9, 2007 - 8:11 AM

I don't know if that is in the contract, but I think every customer, with every provider, should now demand that there be NO early termination fee. If the company can get away with voiding the contract, then the customer should be able to do it, too.

Score: 0

By DigitalSin

posted Jul 7, 2007 - 11:54 PM

My wife and I have spent hours and hours on the phone with these d***weeds because they can't seem to get their billing right. Every month we call, and every month we get a credit and an assurance it'll be different next month and we won't have to call. It's like, does anyone have a brain there?

I will say Sprint customer service is better than Verizon (I could write pages of horror stories we've had with Verizon, but they'd end up on a humor column it's so laughable).

In the end though, I'd be thrilled to be fired by Sprint. Sprint wouldn't have problem customers if they'd get their s*** together and learn how to run customer service. Stop hiring losers with a 5th grade education and actually pay out the extra dough to train your people on your systems.

Score: 0

By TomA102210

posted Jul 10, 2007 - 12:59 AM

I will say Sprint customer service is better than Verizon (I could write pages of horror stories we've had with Verizon, but they'd end up on a humor column it's so laughable).
-----------------------------------------
I talk with Verizon customer service about once a month and I am always, and I mean always, pleased with their customer service and their representatives. They are cheerful and well informed. While I had Sprint a number of years ago, my experience with them soured me on them and the first opportunity I had to switch to another provider, I jumped at it. In most parts of the country Verizon is at the top according to published reports and continues to stay there year after year.

Score: 0

By horsecharles

posted Jul 9, 2007 - 3:07 AM

When they lost the suit-- pre 1999 btw-- there would be a line item like: credit -$60.00.... but that was 'never' reflected in the total... PLUS the itemized subtotal was buried somewhere amongst the plethora of bill pages. IF someone complained vociferously, escalating past a supervisor, the adjustment would correctly show up two bills later...and that'd be after being excoriated by some $8 hour ho w/ attitude.

It just defied logic that Sprint magmt. was unaware after tens of thousands of complaints; and it was finally comfirmed by an ex-employee in some forum: CS was instructed to resist making adjustments.

Sprint is POS Enron awardee of the last couple of decades.

Score: 0

By MoonDogg

posted Jul 7, 2007 - 5:07 PM

My Nextel service has sucked royaly sence Sprint took over... I wonder if I bug the hell out of them if they will let me out my contract because I don't want them any more. I did not like sprint when I had them as my first carrier and then they bought the best one I ever had and it has went down hill from there.

Score: 0

By tim10

edited Jul 7, 2007 - 2:02 PM

I've had a ton of problems with Sprint over the past couple years. It seems like I can never call into customer service and get my question answered in under 20 minutes.

I've been counting down the days until my two-year contract expires so I can change carriers, but now that they're booting "problem customers", I'm curious how many times I'd have to call in or who I would have to annoy so that they'll cancel my service without a termination fee. I might call customer service and ask..

Score: 0

By fadeblack

posted Jul 7, 2007 - 2:01 AM

Suicide Solution

Score: 0

By Tooni

edited Jul 7, 2007 - 12:52 AM

Sprint is slowly going downhill in NW Florida too. Do whatever you have to do, but hang in there!
Cox Communications will start wireless services in about 2 years or less. They're #1 in customer satisfaction across the nation as it is. They started land-line phones in NW Florida last year and even lowered their prices this month. They also continue the fight to keep HD services free to customers as well. They also give back to the community like no other company. Rather than focusing on being the biggest, their focus is on being the best.

Score: 0

By bk1978

edited Jul 7, 2007 - 1:25 PM

Too bad COX Communications is in bed with sprint and 5 other cable co. accross the country in a joint venture to privode cell service, cell service where the carrier will be sprint.

Score: 0

By cardseeker

edited Jul 6, 2007 - 11:41 PM

I have to agree with most of the comments here. I recently just got out of Sprint after two years. HORRIBLE customer service. I most recently asked for a supervisor and waitied a total of 1 hour and 5 minutes after waiting an additional 15 minutes for a customer service representative. During this time I had a 55 minute workout in the gym and a bite to eat at Subway...adios Sprint...

Score: 0

By smarterthanyou

posted Jul 9, 2007 - 1:44 AM

Apparently when a customer asks for a supervisor at Sprint, the customer service rep will put the customer back into the customer service queue to wait for another customer service rep. I wonder if Sprint supervisors are actually ever on the phones with customers.

Score: 0

By Overlook

edited Jul 6, 2007 - 10:25 PM

Sounds like this is a very poor management problem. You don't fire customers!If Sprint continues this practice I guarantee you this company will go under.Do they think these individuals don't have anything else better to do but waste their time calling Sprint.Apparently these individuals are calling Sprint because they have a problem.

Score: 0

By sacaripasa

posted Jul 6, 2007 - 7:35 PM

Sprint went down hill when they took over Nextel. And I was a sprint custy for over 6 years prior to that.

Score: 0

By sacaripasa

posted Jul 6, 2007 - 7:33 PM

Think this method will work for other cell providers? Dont like your phone, cost, network, their commercials, call & complain daily till they give you the boot!

Score: 0

By zbennett

edited Jul 6, 2007 - 4:15 PM

Sprints customer service is one of the wrost I have ever had.

Here is my latest complain.

Hello Sprint,

On your website this is the statement to have posted: Sprint wants you to enjoy the best customer experience.

I just want to share this with you. My wife and I have been Sprint cellular customers for over 3 years. In that time I have not been very happy with your service and connectivity but it has been fair. On July 1, 2007 I contracted sprint to talk about renewing my contract and getting new phones. These calls were place via my sprint phone (703) XXX-XXXX, and my home phone 703 XXX-XXXX. Please note that at no time was I rude and loud to anyone. Yet I lost connection or was cut off more then five times. After speaking with about 5 different customer service people. After listening to about 16 prerecorded message and hearing my phone balance over and over. I got what I was looking for that took 2 hours and 41 minutes. This was from Canada to New Mexico and Texas. I asked.

On July 3, 2007 two new sprint phones came to my home. However we requested one black and one pink phone. We received two black phones. So I called sprint to see if I could take the one black phone unopened and still in the box to a local sprint store in my area. After speaking with 10 different people I believed that I finally got the answer that I needed. I was told that the phone would be at my home on Thursday and Wednesday was the 4 of July. This was after I sent an additional 3 hours on the phone speaking with more sprint reps and listening to a number messages as again I was disconnected and dropped repeatedly. This was on my office phone (703) XXX-XXXX and my sprint phone (703) XXX-XXXX. Mind you the 10 person did help me but during my call to spirit I asked to please speak with a supervisor three time from three different reps and never spoke with one supervisor. I was repeatedly to told that the supervisor was only going to tell me the same things that, that rep I was already speaking to was going to tell me. This was from Canada to New Mexico and Texas. Note I even try to see if I could use your sprint live chat to assist me with not luck at all. That person also would not give me a supervisor.

Only July 5, 2007 called sprint to re-confirm that the new pink phone was still coming as expected. That was another 1 hours and 30 minutes. I did finally get a supervisor but we where either disconnected or the person that said they where a supervisor ended the call while I was explaining. Not sure. What I do know is the it is July 6, 2007 and I am very unhappy with Sprint as a whole.

In long I have two phone that have not been activated. One of those two phones is the wrong phone. I have a return phone authorization from for Fedex to return the phones to sprint. My wife is not happy and neither am I. What do I want. I am hoping is that one you will take this letter as message about the lack of service that your company has provided me and do something about it. I would also like to know what you as a company and company representative are going to do to make this up to us. You are also welcome to check your PBX/phone records, and Customer service rep computer entries to see that I am telling the truth. The phone numbers have all been provided. I can also provide the electronic copy of the web chat.

So I sent over 7 hours over three days just trying to stay a sprint customer. CRAZY I must be yes. I tell my self that is not.

Should I also add the letter writing time to this count?

Thank you for your time. Reading about the Sprint Roller Coaster ride.

Score: 0

By jbekmom

edited Jul 6, 2007 - 8:42 PM

I can't say my name because I worked very recently as a cust serv rep for sprint/Nextel. when you ask for a Supervisor, you don't get one. Supervisors don't take calls. what you get is another c***y rep with no more authority. The rep that pretends to be a sup has just kissed butt for a little longer than the first rep. I stayed there long enough to find a better job. I had just moved to Lexington and needed a job. They hire anyone off of the streets. The other thng is that it isn't really Sprint/Nextel employees. They work for an outsourced call center. I worked for ACS. Another one is EDS. Both in Lexington, both doing call center work for Sprint/Nextell.

Score: 0

By wackman

posted Jul 8, 2007 - 5:47 AM

I currently work at a vendor call center for the Nextel side. I don't want to divulge my identity or location.

First, I want to say that Sprint is not going to cancel accounts for no reason. Nor are they going to cancel people who complain when they have a valid issue. The ones Sprint is interested in are people who constantly call in, but refuse to cooperate in resolving their issues. This is only going to be a fraction of a percent of customers.

Some customers call in with, for example, a technical problem. Let's say the fix would be both on our end (a network problem), but also an equipment issue (a firmware upgrade from a sprint store). Some customers will call in, do their network ticket, then never do their part of the fix. Then maybe a month down the road, call in to say their issue is not fixed.

I know there are reported incidents of customer care hanging up on customers. I don't pretend to speak for Sprint, but I for one have never done it. It's a deplorable practice. But for a corporation that has 1000+ (several thousand? I can't remember the exact figure), more than a few bad apples are giving us responsible ones a bad name.

Yes, I work at a vendor call center. Sprint has several vendors, as well as their own call centers. Where I work, we are told NEVER to refuse an escalation and NEVER say that a supervisor is unavailable. Sometimes that means waiting a while while one is tracked down, but they are more than willing to take the call. I have seen supervisors run (almost literally) screaming because they just spoke to their 15th upset customer of the day. Sometimes, we agents may try to offer to resolve the issue before getting a manager. Most of the time, the customer's issue can be easily resolved by the rep taking the call. I've had customers who wanted to speak to a supervisor just to have his bill explained to him. Of course, I'm going to assure the customer that, having worked there for numerous years, I can explain his bill to him.

As for "having anyone off the streets," it's not very reasonable to expect people with PhD diplomas taking 60 calls a day, making much less than they can in a PhD level career. Most of the calls are common but minor issues: swapping equipment, resetting voicemail passwords, explaining the bill. There really isn't any customer service degrees. Some call centers (in general, not just Sprint) require previous experience.

I know I'm just one rep, but I try to do my part to improve things. When another department connects to me, I try to educate them so they don't give out the same wrong information they've been giving to customers for the umpteenth time.

Lastly, I wanted to mention some of the bad customers out there. Again, it's a very small fraction of a percent, but there are a number of people who call only to abuse customer care, or frankly, to break the law. In my first year working there (long before the Sprint/Nextel merger), a supervisor of mine was given a bomb threat from the caller. A girl who sits next to me, just the other day, wished someone in her (the rep's) family were to die. I have had a customer swearing at me at the top of his voice because I wouldn't send a repair truck out to fix his landline service (he couldn't comprehend that his cell phone company wasn't his landline company). A few months ago, there was a caller who kept calling being sexually explicit to all reps, male or female. So yes, a small number of our calls are frivolous, threatening, obscene, or just outright violent. I believe these to be the customers that Sprint is after. If I'm right, then I don't exactly blame them.

Score: 0

By khetos

posted Jul 9, 2007 - 10:12 AM

i agree, i also work in a call center, very rarely do i hear of an irate call, i rarely get an upset customer to that degree, and have almost always been able to educate the customer, but some times i agree, some people just plain and simply dont get it.. and blame everyone else for their problems.

Score: 0

By smarterthanyou

posted Jul 9, 2007 - 1:52 AM

Considering that ACS (and possibly other Sprint call centers) only pay minimum wage which is $7.80 per hour in Oregon, I'm not surprised about the poor customer service. Any decent customer service call center job would pay at least $9.00 per hour and some are even more reasonable paying a starting pay of $12.00 per hour or higher. A starting pay of $7.80 per hour is just insane.

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By mf

edited Jul 6, 2007 - 7:20 PM

there are no problem customers. just problem companies.

a cell phone is not just a product it's a service and that includes customer service. if they cannot provide the service that's paid for, sprint should return the customer's money.

sprint is the most unethical company i have ever encountered and despite the thousands of complaints filed against them with the FCC our govt does nothing.

they have many customers who have been charged for "calls made" while in the hospital, hospices or on deployment when many people can testify the phone was not in use. they choose the most vulnerable as their victims.

Score: 0

By retiredCSR

edited Jul 6, 2007 - 7:23 PM

There ARE problem customers. I used to work for a major satellite company as a CSR, and yes, there are problem customers.

We had people call in just to see if there were any new problems they should know about. This wouldn't have been bad, but they did it every day. They weren't having any problems, they just wanted to see if they could get something for nothing. Sometimes, they were just lonely and wanted someone to talk to.

This is a problem that ties up many Customer Support centers. If you have basic questions or the service isn't what was promised, take it up with your local dealer. They were the ones that sold you the service and made all the promises.

By the way, being friendly to your customer service rep also goes a long way. We're alot more eager to help when we're not being yelled at or ordered to do something by a customer who has no idea what our jobs are like.

Score: 0

By wackman

posted Jul 8, 2007 - 5:54 AM

I want to give a 2nd AMEN on that one.

A quick example. I had a customer call in and say "I've been a long time customer (he had just started service earlier in the day), what (benefits) can you do for me?" I felt like telling him that we have customers who've been with us for over a decade who haven't had any "benefits" (like he was thinking of them) and haven't called in to ask for them.

I've also had a customer ask me "I have a 400 minute rate plan. How many minutes is that?" Really, there are some calls that are just wasting time (ours and theirs) and resources.

Score: 0

By shicaca

posted Jul 8, 2007 - 1:39 AM

AMEN, I say to you!

I didn't want to say it, but some people are just plain pain in the freaking a$$es! Why do you all think that companies one after another are disabling the "dial-0-for an operator" option on automated teller machines? It's because people don't even follow the correct routes, tie up four people at a time, and all when they could have just listened for TWO SECONDS and picked the right number.

I, personally, worked for a local ISP. We had completely up-to-date equipment, but unfortunately the local telco (Verizon) hasn't taken the time and effort to update the existing telephone wire. They couldn't fathom there'd be something wrong with their phone connection -- while SCREAMING into the telephone b/c there's so much static on the line it's ridiculous.

There was that and then the GREAT idiot that lived about 500 yards away from the road. He had so much telephone line running from the street to his house that he needed approx 5 - 8 additional telephone poles JUST FOR HIS HOUSE. Needless to say Verizon refused to service the additional line for free because I believe they weren't the ones to put it up -- it was some 3rd party contractor. He couldn't understand why he religiously couldn't get connected when it rained, even though we had Verizon do line tests and tell him directly there's nothing ANY company can do for him that involved telco wires due to the line noise and/or length (he lived, I believe, 20 miles from the central station).

My long story is this: People like to bit**, complain, and moan about every little last thing. Sprint got sick of it and told them to f*** off. GOOD FOR THEM! If anything, we get to hear less freaking chirps coming from ghetto people that think they're cool by screaming as loud as they can into their phones and/or having the phone up as loud as possible on speaker phone. ... I used to love direct connect, but after hearing a person have 10 conversations in a semi-quiet restaurant, you learn to hate it with a passion.

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By BUBBLES90

edited Jul 6, 2007 - 5:47 PM

I was a customer of Sprint for exactly 4 months and I was so disgusted with the poor customer service and the lies I was told I cancelled and paid the early termination fees. I was also charged an exorbatant amount of taxes fees and surcharges on top of the cancellation fees which I was told there was none. I did turn Sprint into the BBB and the extra fees were removed but only after turning them into the BBB and having written proof of the fact that there workers are telling people there is no extra fees on an early cancellation charge. I WOULD HAVE BEEN THRILLED TO BE FIRED FROM SPRINT THEY WOULD HAVE DONE ME A HUGE FAVOR. THEY ARE THE WORST COMPANY I HAVE EVER DEALT WITH. HOPE THEY GO BROKE.

Score: 0

By AutumnRse

edited Jul 7, 2007 - 12:13 AM

SPRINT CAN GO TO HELL. THERE IS THE SPELL CHECK AND GRAMMER

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By sacaripasa

posted Jul 6, 2007 - 7:36 PM

spell check/grammar check PLEASE!

Score: 0

By frankwick

posted Jul 6, 2007 - 12:11 PM

First of all, I am provider agnostic. I realize that coverage quality is better in some areas for providers and worse elsewhere. We can all argue that "carrier X lost my call on Main street, but Y sounded great. So, carrier Y is better than X." However, in another city, carrier X probably has better coverage than Y or Z.

Now, I think this move is ok by Sprint. I worked as a product manager in telecom for several years and there were always a handful of customers who were NEVER happy and seemingly called into our customer care everyday. When they only billed $30 / month for our service, and they called into care 4 times a month, and our care group charged us over $7 per call, and we had to print bills, pay IT folk, etc you can do the math and see that these customers cost us more money than we made. We actually sold these customers to another provider.

Sprint is in the business to make money. If they want to off-load some problem customers, then that is their right. These customers will realize that their new provider has the same crappy service.

Score: 0

By guru_v

posted Jul 7, 2007 - 3:23 AM

THe problem here is that those customers will generally find that Sprint did suck and that anyone else is better. Verizon has a better network, TMobile has the best customer service, and AT&T has the iPhone.

I've used and SOLD them all, and AT LEAST in California I say these things with authority.

When I worked for Radio Shack I got in lots of trouble because we were supposed to steer customers to Sprint over Verizon. I would not do it, because I had customers who knew me, came back again and again, and would lose respect for me if I lied to them. Sprint is okay if you are a travelling executive, and want to use your phone in airports as you travel...otherwise you find yourself with either no service, roaming on Verizon, or dropping calls. The customer service people will not give the same story twice, I had numerous customers come in to the store to complain, since they knew of the 'special' [spelled k-i-c-k-b-a-c-k] relationship between Sprint and Radio Shack. We sometimes could help, but it usually took time I could have been spending with another customer who was there to buy something. Sprint was not worth the trouble to sell, and sure wasn't good for the customer. They always have snappy looking phones, so they always catch a few.

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By rbdubya

edited Jul 7, 2007 - 6:56 PM

T-Mobile's customer service sucks.
No matter how much they overcharge you for their crappy service they can only give you a credit of $5.00 any time you call them.
Even if your bill is two or three hundred dollars and half your calls were dropped.

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By smarterthanyou

edited Jul 9, 2007 - 2:01 AM

There are some people who don't want to have their service problem fixed, they just want a credit (read: band aid). Most people aren't willing to go through the proper troubleshooting process to get their dropped calls or other problems fixed. Some people even have the audacity to call to get bonus minutes just because they don't want to pay minute overage charges.

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By ogman

edited Jul 6, 2007 - 2:31 PM

"These customers will realize that their new provider has the same crappy service."

Customer service surveys and churn rates do not back up that claim. Most companies actually do a better job than Sprint; that's why Sprint is at the bottom of the customer satisfaction pile.

"Sprint is in the business to make money."

Yeah, and in a "service" economy you are not going to do that unless your customers are happy.

I'm glad there are customers out there who complain. If there weren't, nothing would ever get any better. Many companies just expect to scoop up cash for doing nothing and treating customers like crap. Sprint will go out of business and there will be one less company like that.

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By frankwick

posted Jul 6, 2007 - 3:44 PM

By reading all your comments below, you really seem to have a biased opinion against Sprint. It's hard to take your comments objectively when you do is spout negativity against the company.

I've had Sprint in the past and I think the quality of their mobile service is better than others I've used.

Most mobile customers are vain and they want the coolest toys and will jump to whatever provider has the newest gadgets. I think this is the single most important factor hurting Sprint today. Their phones aren't nearly as cool as many other providers. The upStage is the best they've got in their lineup and it's no iphone.

However, I seriously doubt you will see Sprint go belly-up anytime soon (sorry to disappoint you). They still have a strong customer base with good mobile service.

Score: 0

By ogman

edited Jul 8, 2007 - 8:43 PM

Biased? I'm only biased against companies that provide lousy customer service. I guess I could only avoid "negativity" if they did not provide such terrible service. I, too, had Sprint in the past and found their network grossly inadequate and their service far less than helpful.

You make a large generalization about "most mobile customers" that leads me to believe you are the one with a bias. Most people are now "mobile customers." You are passing judgment on everyone?

As for people wanting "cool," if Sprint can't compete, then that is Sprint's problem. That's how business works. If a company can't be as "cool" as the others, then they should try to be better. Sprint is obviously NOT doing that. If they continue on the current path, they will not be around much longer. Frankly, I don't think the company will be missed.

Score: 0

By mf

edited Jul 6, 2007 - 7:18 PM

i think there's a difference between a "biased" opinion and an educated one. since 1992 i've had at&t, sprint, verizon and cingular. i'm now with t-mobile.

AT&T was awful, but SPRINT WAS THE WORST. my problems with them culminated after my battery died and they continued to charge me for calls to my family..while i was in intensive care! and my family was with me! HELLO?? my medical carers were shocked by sprint's theivery and even moreso by the fact that they would not accept culpability when so many people KNEW the phone was not working.

i think most people find that. it's really sad when a company not only is completely inept and incompetent, but even worse when they are so utterly corrupt, they won't accept responsibility for their faulty service product. it's a tough lesson for spoiled babies to learn, but SPRINT IS NOT ENTITLED to our money, they must earn it. and it's intolerable that they've essentially been allowed to legally rob so many people. the fcc has alot of explaining to do.

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By ZenWarrior

posted Jul 6, 2007 - 12:01 PM

Sprint: "We will only service customers who need no service."

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By xyzcb1

posted Jul 6, 2007 - 10:09 AM

All carriers have customer services problem. The only time you get quality services from them is during your grace period. Once you pass your grace period, you are out of luck. You are mostly locked in with 2 years agreement, and can't get out.

And by the way, can someone tell me what kind of complain(s) will make a carrier to drop you? I would love to get out of my Cingular (now AT&T) contract.

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By scots

posted Jul 6, 2007 - 2:42 PM

To get AT&T to drop you, you have to be roaming on other carrier's networks more than 40% of the time for something like 2 or 3 months in a row. They'll drop you without charging an ETF because you're costing them more money in roaming fees than what they're taking in from you. This can be somewhat difficult to do though, as their phones don't give any indication when you're roaming. Several years ago the phone would show the name of the carrier who's tower you were attached to. Now it just says "AT&T" (or "Cingular" if your phone hasn't updated yet) no matter who's tower you're on. They do this on purpose to make it look like they're more "allover" than they really are.

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By Neoprimal

posted Jul 6, 2007 - 9:55 AM

Are you kidding me? So you plague them with calls about problems...PROBLEMS (Now, if I have more than a few complaints and they're big enough about a cell service, I would LOVE to go with someone else) and when they let you OUT of your contract FOR FREE, you complain?

This is quite interesting indeed. There is NO satisfying some people.

And I believe what the issue at hand here is, is that these are pond scum, yard trash people who call and complain to get free anything, and they do it over and over and now it's bitten them in the ass.

I don't like Sprint....for said issues actually. I've encountered horror stories about billing (I have a friend who changed phones, and somehow had his plan changed over to like no minutes and 40c a minute from 400 out, free incoming WITHOUT his knowledge - got a $700 bill) and i've experienced their shoddy wireless reception - but I think this is a GREAT move in getting rid of real problem customers who aren't honestly interested in dealing with or fixing real issues but just complain to try to get freebies.

Score: 0

By Meow1941

edited Jul 6, 2007 - 4:50 PM

Are you kidding me? So you plague them with calls about problems...PROBLEMS (Now, if I have more than a few complaints and they're big enough about a cell service, I would LOVE to go with someone else) and when they let you OUT of your contract FOR FREE, you complain?
WELL TO REPLY TO U: What about the people who do have serious problems with sprint and DONT HAVE THE CREDIT to go to someone else maybe SPRINT should shut down there services SINCE THEY SUCK ANYWAYS

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By Neoprimal

posted Jul 7, 2007 - 11:02 PM

Then they should STFU and be satisfied since Sprint is basically doing them a favor. These people aren't getting their service cancelled for calling a few times - these are people that literally call a couple times weekly for BS. REAL problem customers. Every service has them; and it's also not the first time a service chooses to terminate a customer's contract. It's just that generally, they ASK the customer. They'll say "We're sorry we're not able to offer you the kind of service you require, would you like to cancel your account with us?" But these nagging perstering bit%^es didn't see what was coming, good riddance. Now they'll think twice before being pests. And hopefully, they don't have the credit - so they can go experience what tracfone and those icky services have to offer.

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By wackman

posted Jul 8, 2007 - 6:04 AM

I wish it was only a couple times a week. There are customers who call us dozens of times a day. It gets to a point where we're talking on our breaks going "Did you talk to Mr. Smith today?" "Oh yeah, he's asking for the same 'courtesy credit' he always asks for. He's bouncing around the call center today." You can literally stand up and see someone a few rows over indicating they're talking to him now.

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By tickleonthetum

posted Jul 6, 2007 - 8:43 AM

Way to loose customers guys! You're not going to last much longer with that kind of attitude!

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By rsx508

posted Jul 6, 2007 - 8:30 AM

Wow. I'm probably the only person I know who has never been angry at his/her cell provider. I've switched twice in the past (no names), and am now on Verizon. I think I'll stay with them.

Score: 0

By Ramhound

posted Jul 5, 2007 - 11:16 PM

Sprint has bigger issues, how about all those phones these people have, now they have to replace or "upgrade" them.

Hope Sprint plans to pay for the $99-500 charge for similar phones if the customer's current phone can no longer be used.

Score: 0

By wackman

posted Jul 8, 2007 - 6:08 AM

I think you're referring to Sprint switching from the Nextel iden network to the Sprint CDMA network. The official word is that the current phones are going to continue to work and be supported for several more years. The unofficial rumor going around is that Sprint is moving to the Powersource (hybrid) phones that use both iden and cdma. By the time any such change happens, though, any of the phones out now probably won't be in operation anyway.

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By Stormprobe

posted Jul 5, 2007 - 11:01 PM

Is Sprint also going to wave the two year commitment penalty for early termination of service? If so, I'm going to start calling them once a day until I get a letter from them.

Score: 0

By Meow1941

posted Jul 6, 2007 - 4:54 PM

lol i dont blame you

Score: 0

By GordieT

posted Jul 6, 2007 - 7:49 AM

Please read the last line of the article again.

Score: 0

By ogman

posted Jul 5, 2007 - 10:16 PM

Okay, no need to even consider Sprint for my wireless needs.

Score: 0

By PostDeals

edited Jul 5, 2007 - 9:40 PM

Its like that with all carriers. I never had any carrier bill me correctly, heck Comcast has been the worst for me when it comes to my cable and phone bill from them.

Sprint though was really bad for us. My dad was the first 10,000 customer to Join Sprint back in 1990's and was with them for 7 years until just 2 years ago when he got fed up and called it quits.

T-MOBILE: Great customer service and phones but not great service. I travel to North Carolinia often and I get no service I am on Suncom network and voicemail never worksf or me.

Verizon: Over priced and rude customer service. Had a lot of billing issues even though service is great.

Sprint PCs: Poor all around, service has actually deteoriated.

AT&T: Great phones and good service here in the SouthEast but no 24/7 customer service.

Score: 0

By ThaCHEESE

edited Jul 5, 2007 - 11:09 PM

i will say the nextel side of sprint is much better, and they have called me more recently about a repair gone bad and a scrambled phone book than i have called them. 1 call from me yielded 3 from them, as well as 10% off my bill for the remainder of my contract. they seem to have top notch service on the phone, and from what i understand are separate from sprint as far as support and network issues. service has been improving for years (not as much recent growth) and relatively consistent wherever i go.

as far as people calling sprint too much i mean to a point how many times can YOU call them before you just say screw it and port your #.
there is always a way (may take some digging) to find someone, even the ceo's secertary (who is shocked you are calling about a bill...) to handle it for you rather than escalating it. it may be those certain individuals that are at fault. i mean you need to be bad when they will drop you...

Score: 0

By linkdup

posted Jul 5, 2007 - 9:23 PM

I've had to repeatedly call Verizon to fix a billing issue. They all would say it's fixed then the next bill I got, guess what? I'd call back.

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By q2h

edited Jul 5, 2007 - 7:58 PM

LOL! While it might seem harsh, I am in favor of this. I work in retail and I get customers that call and waist time over things they can figure out themselves all too often. Too many people feel like they should be pampered because they payed for a product or a service. On the other hand, for the people that have had no choice but to be repetitive to get what they deserve; that sucks. Then again, if your service sucks, go elsewhere.. If you don't like what you bought, return it.

Score: 0

By deminicus

posted Jul 6, 2007 - 3:05 AM

um quality cs means you pamper your customers, no matter how retarded they are. customer is always right.

Score: 0

By mjm01010101

posted Jul 6, 2007 - 1:09 AM

"Then again, if your service sucks, go elsewhere.. "
I have and will continue to do so.

"If you don't like what you bought, return it."
Easier said than done. For example, you must pay to return a cell typically if you used the product after three days. After three days, they can jerk you around, after all you are on their contract.

At least with the Bells you could contact the Public Utilities commission, and the bells would s*** a brick and bend over backwards to help you throughout the 80's and 90's. (They could get heavily fined, as Qwest/USWEST did,)

Now? As a consumer you have very few rights after buying a product. Companies don't care about you the individual consumer, they care about running the numbers of hundreds of thousands. Every action is measured by churn rate of those pissed off versus suckers that are willing to put up with crap service.
enough ranting.

Score: 0

By wackman

posted Jul 8, 2007 - 6:16 AM

A couple points:

1. Sprint/Nextel has a 30 day return policy. Don't like it after 18 days? You still got plenty of time to cancel. If the store you got it from won't help you, call in and talk to Account Services. There's even a new policy (still trying to get this clarified at work) that you can return your phone to any Sprint store, not just the one you got it at.

2. I heard once that it costs, on average, several hundred dollars to get a customer (counting all the advertising, promotions, account creation and resource provisioning, the price cut on equipment, etc), but only like $7.00 to keep a customer. So, it's in our best interest to keep our customers happy.

Score: 0

By ogman

posted Jul 6, 2007 - 7:30 AM

I'm glad you mentioned churn rate. Sprint has the highest in the business and this action by them is a good indication of the reason for it.

Score: 0

By ogman

posted Jul 5, 2007 - 10:17 PM

Well, let's all hope YOU are unemployed soon.

Score: 0

By q2h

posted Jul 5, 2007 - 10:37 PM

Well, ogman, that was rather unkind of you. You must be one of those that think a company should wipe your a** just because you bought something.

For the record, my service is superb. I was simply stating my opinion. Not my actions.

In responce, let's all hope YOU don't walk in to our place of business.

Score: 0

By PC_Tool

posted Jul 6, 2007 - 9:07 AM

In responce, let's all hope YOU don't walk in to our place of business.

Please feel free to walk in to mine. Perhaps a trip to the unemployment line is exactly what is needed to curb that annoying elitist attitude of yours.

Score: 0

By ogman

edited Jul 6, 2007 - 7:28 AM

"For the record, my service is superb. I was simply stating my opinion. Not my actions."

Opinions are a wonderful predictor of actions, so I doubt that your service is "superb." I doubt you could check your ego long enough to be more concerned about the customer's needs than you are about them treating you like the prima donna your opinion indicates you are.

"In responce, let's all hope YOU don't walk in to our place of business."

I'm with pickchevy on this on; please tell us where you work and I'm sure we will all avoid the place. Personally, I'd be happy to see to it that no one I know ever sets foot in the place. Get a clue, you only get paid because customers spend money where you work. You don't pay them, they pay you.

Score: 0

By pickchevy

edited Jul 6, 2007 - 7:09 AM

"In responce, let's all hope YOU don't walk in to our place of business."

Since enough people doing that would lead to you losing your job, let's hope he and many other customers stay away. Who do you work for?

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By tazandpig

posted Jul 5, 2007 - 7:42 PM

Interesting.

Bulldog (Cable and Wireless) have just done exactly the same thing to residential customers in the UK.

Is this the next new trend? Shedding those customers who have the gall to - gawd forbid - complain about the crap service they are PAYING for and in most cases (hence the calls to customer 'service') not receiving?

For some customers it might indeed be a blessing to get released from a contract early - for others it may be the beginning of a nightmare.

Score: 0

By Zee333

posted Jul 6, 2007 - 5:05 AM

Bulldog still offer services to residential customers, so what are you talking about?
http://www.bulldogbroadb...cts/broadband/index.asp

Score: 0

By tazandpig

posted Jul 6, 2007 - 6:55 AM

Well, as a Bulldog customer (apparently not any longer), I'm talking about this:

http://www.theregister.c...eless_shuts_residential/

Make it any clearer for you now?

Previously, Bulldog 'sold' it's customer base to Pipex. Apart, that is, from those customers who were currently in 'dispute' with them (who Pipex refused to take on).

Those in dispute with them included those of us who had billing, service and provision issues.

The 'in dispute' customers remain with Bulldog Communications (aka Cable and Wireless) while everyone else not in dispute were transferred to the 'Bulldog Pipex' service.

Cable and Wireless last week promptly and unexpectedly decided the couldn't be bothered resolving the outstanding issues any longer and decided to dump their remaining customers - on 'economic' grounds.

The Bulldog page you linked to is the new 'Bulldog Pipex' service. Therefore, not relevant to this issue.

This might be more illuminating for you, if you can be bothered to read it (I don't blame you if you can't).

(quote from email received from them)

"Following an evaluation of our business strategy we have concluded that we are unable to economically maintain our services within the residential sector. With regret, we are terminating your service in accordance with clause 5.4 of the terms and conditions which states the following:

“Either of us may end a Service or the contract by giving not less than thirty (30) days prior notice (written or verbal) to the other at any time after activation; notice will expire on the last day of the notice period or the last day of the Initial Period, whichever is later. You may end a Service or the contract if we notify you of a materially detrimental change to a Service or these Terms. In this case you may only terminate during the period of thirty (30) days following such notification.”

This notice shall take effect, and your services will cease, thirty days from the day after the date of this email. All services that you have live with Cable & Wireless Access and which will have been originally ordered from Bulldog will be disconnected at this time"

(end quote)

More here:

http://bbs.adslguide.org...;sb=5&o=0&fpart=

Score: 0

By GhoS

posted Jul 5, 2007 - 6:36 PM

I would hope they did research to find out why these particular people were calling in so much. They are only going to be getting some frequent callers if the problem is poor customer service and issues not being fixed.
I should think frequent callers were actually more dedicated to Sprint since they keep calling in to get things fixed rather than simply bolt to another company.
If a company is so willing to depart with customers though makes you wonder why anyone should bother staying with them. I'm sure all companies have some people who call in more than others. Fix the problem Sprint, not the symtom.
I have no problems with Sprint myself and their service for me.

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By siryak

posted Jul 5, 2007 - 8:14 PM

Actually I have read on Forums and there are posts everywhere about people asking Sprint for discounts and free text etc. I am guessing they finally got tired of it and gave them the boot. Cost them(or probably us) money to pay a rep to listen to somebody beg for discounts that Sprint never said they could have in the first place.

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By rbdubya

posted Jul 7, 2007 - 7:09 PM

I work for Nextel and I actually had a woman call and demand that I give her free text messaging because "it doesn't charge you people any more for me to text message so it should be part of the existing data" and she threatened to go to another company if we didn't make her the exception of people having to pay for what they receive.
I transfered her to retention after explaining that her attempts to extort us into giving her free service would not work.

Score: 0

By darkspyre0

posted Jul 5, 2007 - 5:57 PM

Wow, I can't believe this. lol! I mean wouldn't it be nice to just get rid of the things that annoy us or take up our time?
I bet what happened was Sprint is so clogged with customer support/billing calls and did a report on their most frequent callers and decided to pull the plug on them so they have more time for the casual caller that has a problem. They figure since they call so much they prob. already dislike/hate their service, so terminating their contract would prob. be welcomed by some of them.
I for one think that is a poor business practice, but unfortunately not illegal. I myself have Verizon and so far am happy with them. I've never had to call customer service before, so my account with them is safe, lol!

Speaking of poor sprint service i canceled my account with them prob. about 8 or 9 months ago. I had a $8.43 credit on my account but instead of sending me a check they send me a bill every month saying i have a balance of -$8.43. How stupid is that!!

Score: 0

By mjm01010101

posted Jul 5, 2007 - 5:40 PM

"It should be noted that Sprint is offering a service credit to those whose accounts it is terminating, and is not charging an early termination fee."

Seems reasonable to me. If a company wants to rid itself of it's customers instead of fixing service, then by all means it should be able to do so.

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By ogman

posted Jul 5, 2007 - 10:20 PM

Seems stupid to me. This company has been bleeding customers for years now and want to lose some more. They should just go out of business and pay an early bankruptcy fee.

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By rbdubya

posted Jul 7, 2007 - 7:11 PM

ogman, your posts lead me to believe you're probably the type of person who asks for a credit for the time spent on the phone asking for a credit.

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By ogman

edited Jul 8, 2007 - 8:02 PM

Nope, wouldn't do that.

Your posts lead me to believe that you are probably arrogant, have a feeling of entitlement, and find working with customers, especially those who are dissatisfied, to be beneath you.

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By Meow1941

posted Jul 6, 2007 - 5:07 PM

lol i agree

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By flake

posted Jul 5, 2007 - 11:36 PM

Lemmy take a wild guess.... You're not a CEO in real life are ya?

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By allansoares

posted Jul 5, 2007 - 5:56 PM

I wonder if Sprint is liable to pay an early termination fee. They did cancel the contract before the term was up.

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By dlab21

posted Jul 5, 2007 - 10:04 PM

no. plain and simple any cellular contract binds you to the provider not the provider to you. they can drop you because they don't like your date of birth if they wish. <