Sprint PCS Customer Service And A Headache

On September 23^rd I signed a new contract with Sprint PCS. I started being a customer of theirs in 2000. My contract ended with them and I went more than a year with them anyway. I liked my old phone and was not using that many minutes.

After being made fun of by my friends for still using such an old phone, I decided to upgrade and get a new plan.

As part of the deal they allow you to use some cool features like text messaging, ready link, and the vision pack for 30 days without paying for them. OK, I know these are standard tools for most people but I am a bit old fashioned. I am a simple guy and do not use them.

October 11^th I went in to get some service on my phone as I messed something up with it. I went next door to McDonald’s while they fixed it and the sales rep said he would call and cancel the add-ons.

He didn’t and I never checked my bill until today. Yeah I know, I know.

After paying my bill through a very nice and friendly customer service on the phone, she did credit me $70 (two months worth is all she is authorized to do), I asked to be given a customer service phone number to raise the issue of the previous months.

This is where a slightly frustrating evening gets worse…

I was on hold for 20 minutes and the number I was given was not good for a business account, so that person said they would transfer me.

Unfortunately that person disconnected me.

I sat on hold again for 15 minutes and this person did not have good communication skills and could not understand what I was asking for.

So I started over again but did not want to be placed on the estimated 20 minutes of hold time so I hung up.

I decided on using the email form on their web site, explained the situation (all I am looking for is a person to speak with) and hit send. I get an automated response saying “…will respond to your request within 72 hours.”

As I look for a provider this fall to help with the new staff this might be a good test if Sprint PCS is worth sticking with.

The clock is ticking…

Comments

[Jim Durbin]

Sprint has its problems, but sadly they are better than the alternative.

There is no such thing as quality for any service provider of cellular - no matter what people who have never experienced problems say.

If you have a good plan and good quality in your area - be satisfied.

Or, you can buy a treo with a verizon data card and download Skype for free wireless.