Think twice about calling Sprint customer service

95 Comments

The Boot …because it might just be one call too many. Reports have been creeping up that Sprint subscribers who have been too much of a drain on customer service resources are getting The Boot™. Sprint’s willing to put offending customers’ balance to zero, and give them until the end of the month to find a new carrier and transfer their phone number, but after that the number’s gone. The carrier’s been throwing a euthanasiast “it’s for your own good” angle on the issue.

“We have to be able to quickly and efficiently serve customers,” said Roni Singleton, a Sprint spokeswoman. “And when we are unable to consistently solve our customers’ problems it results in a lot of frustration and longer waits for other customers. So after looking through our records, we were able to determine that there were customers who we could couldn’t meet their current needs.”

From a business perspective, I could see how culling the weak could could help them streamline their call centre resources more effectively, but this seriously estranges their existing client base. Come on, the call-in customer service experience is arduous enough without the threat of service termination, why would you want to make it any worse? Hey Sprint, why not work on providing better service to avoid those calls in the first place instead of punishing paying customers for your mistakes?

  • http://blackberrycool Di

    So all I have to do is start calling & complaining 24/7 & I have the chance to get CREDITED the 200.00 Termination fee & can finally jump to another service provider?? Had I known this sooner!!!! BTW, I’m quite bitter due to just having spent 3 hours (no exxageration) trying to merely activate my phone. Whatever happened to customer service?? Us customers are a dime a dozen to Nextel/Sprint. We do not take priority. Not when “new customers” get to speak to a service representative faster than “existing”.

  • Kimberly

    I just had a wonderful experience with Sprint. Even after being late on my bill a few times. They were articulate, kind and very accomodating as to my needs! I’ve been with Sprint for OVER 4 YEARS. I’ll continue to sign new contracts with this kind of customer service.

  • Kimberly

    I just had a wonderful experience with Sprint. Even after being late on my bill a few times. They were articulate, kind and very accomodating as to my needs! I’ve been with Sprint for OVER 4 YEARS. I’ll continue to sign new contracts with this kind of customer service.

  • mike

    I disagree with some of the things Sprint CSR’s tell me. When I have a dispute over an obviously ridiculous charge, I am placated & lied to explaining that I will be contacted expediently to resolve my issue. Then nothing happens but a text or voice message directing me to pay all charges or lose service. I then contact Sprint again and explain what has happened and give my dispute number. I am put on hold for a VERY long time so that the rep can confer with a supervisor who never gets on the phone. Again I am told that they will handle this issue and that they are sorry for the mis-handling of this issue. Keep in mind, I have not insisted that they dismiss all charges instantly, but only investigate this dispute and contact me in an appropriate amount of time. This never happens. Again I either get a text or voice message about loss or interruption of service unless I pay up. Then I call again, Again I am assured that the problem will be resolved without interruption until dispute resolution is reached. Then I cannot make outgoing calls, all my calls are re-directed to bill payment at Sprint. Be warned that if someone at Sprint makes a mistake, they still need you to pay for it because an employee who makes a mistake will never admit it and you will then run into an endless chain of employees who get away with passing the buck until so many mistakes are made that the company itself will protect their employees by stonewalling you and cutting service completely until you pay for what you shouldn’t owe. This is a ridiculous business practice as they will fight to get an erroneous $100-200 dollars from a long term customer who is worth thousands per year and risk alienating that customer just for a small amount of money just because they cannot justify eating the cost of their own mistakes. DUH!!!!!!!

  • mike

    I disagree with some of the things Sprint CSR’s tell me. When I have a dispute over an obviously ridiculous charge, I am placated & lied to explaining that I will be contacted expediently to resolve my issue. Then nothing happens but a text or voice message directing me to pay all charges or lose service. I then contact Sprint again and explain what has happened and give my dispute number. I am put on hold for a VERY long time so that the rep can confer with a supervisor who never gets on the phone. Again I am told that they will handle this issue and that they are sorry for the mis-handling of this issue. Keep in mind, I have not insisted that they dismiss all charges instantly, but only investigate this dispute and contact me in an appropriate amount of time. This never happens. Again I either get a text or voice message about loss or interruption of service unless I pay up. Then I call again, Again I am assured that the problem will be resolved without interruption until dispute resolution is reached. Then I cannot make outgoing calls, all my calls are re-directed to bill payment at Sprint. Be warned that if someone at Sprint makes a mistake, they still need you to pay for it because an employee who makes a mistake will never admit it and you will then run into an endless chain of employees who get away with passing the buck until so many mistakes are made that the company itself will protect their employees by stonewalling you and cutting service completely until you pay for what you shouldn’t owe. This is a ridiculous business practice as they will fight to get an erroneous $100-200 dollars from a long term customer who is worth thousands per year and risk alienating that customer just for a small amount of money just because they cannot justify eating the cost of their own mistakes. DUH!!!!!!!

  • Greg

    Sprint customer service is a nightmare. I purchased two phones in november. In January I got ONE rebate. Went to the store, they called customer service said another one was on the way. Couple months later, no rebate so I called again. It got processed but never printed and mailed. “Another one will be sent” well it arrived, and when I took it to the bank they charged me $20 and the amount of the rebate because sprint put a stop payment on the rebate. All sprint would say is you got two checks there’s nothing I can do. I kept calling and finally after months of fighting with them got someone to credit my account. We’ll see when the next bill comes.

  • Greg

    Sprint customer service is a nightmare. I purchased two phones in november. In January I got ONE rebate. Went to the store, they called customer service said another one was on the way. Couple months later, no rebate so I called again. It got processed but never printed and mailed. “Another one will be sent” well it arrived, and when I took it to the bank they charged me $20 and the amount of the rebate because sprint put a stop payment on the rebate. All sprint would say is you got two checks there’s nothing I can do. I kept calling and finally after months of fighting with them got someone to credit my account. We’ll see when the next bill comes.

  • long time Sprint customer

    I have been a Sprint customer since ~2000 and was quite happy till the last few years when the signal quality became worse and I started having dropped calls. But the quality was ok for the price I paid.
    I was looking into changing plans/providers and when calling Sprint was told I could get a $10 monthly discount for being a long time customer but the discount wouldn’t show up for two months on my bill. I thought that the fact that it won’t show up on your first bill was a little fishy, but they wouldn’t screw over a long time customer would they? Wrong!!!
    They now deny I was promised any discount and then said it is 10% not $10 which I see has happened to other Sprint customers in other blogs. I refused the 10% discount. I made the mistake of having Sprint do direct billing from my checking and am being given a complete runaround from Customer Service when trying to change my automatic billing back to a paper statement billing. I try to get the billing changed and customer service transfers me to the Finance Dept., Finance transfers me to Customer Service, then I am told I need to go to the web site, I ask how and the line goes dead. I call back and am told I would be emailed a form to fill out in 48 hours. Of course it never arrives. I will probably have to close my checking account before they can figure out how to change my billing back to a paper statement. Of course I will be cancelling when my contract is up.

  • long time Sprint customer

    I have been a Sprint customer since ~2000 and was quite happy till the last few years when the signal quality became worse and I started having dropped calls. But the quality was ok for the price I paid.
    I was looking into changing plans/providers and when calling Sprint was told I could get a $10 monthly discount for being a long time customer but the discount wouldn’t show up for two months on my bill. I thought that the fact that it won’t show up on your first bill was a little fishy, but they wouldn’t screw over a long time customer would they? Wrong!!!
    They now deny I was promised any discount and then said it is 10% not $10 which I see has happened to other Sprint customers in other blogs. I refused the 10% discount. I made the mistake of having Sprint do direct billing from my checking and am being given a complete runaround from Customer Service when trying to change my automatic billing back to a paper statement billing. I try to get the billing changed and customer service transfers me to the Finance Dept., Finance transfers me to Customer Service, then I am told I need to go to the web site, I ask how and the line goes dead. I call back and am told I would be emailed a form to fill out in 48 hours. Of course it never arrives. I will probably have to close my checking account before they can figure out how to change my billing back to a paper statement. Of course I will be cancelling when my contract is up.

  • http://blackberrycool.com/ Funny

    I think it goes back and forth. Some issues are legitimate some are just ppl looking to take advantage of a free credit and get pissed when they can’t have it. thats the way of the world. Take whateva’s free and run with it until you can milk it for all its worth. I used to work for sprint and saw issues i could resolve easily and would credit so much and my team led in issue resolved but in the end thats only 7 good reps and the rest of the teams would be teaching the wrong information. Arrogant mentors on the team would be trying to tell me something i knew was wrong and would argue with me. Its the way the training is taught im not saying its not the customers because sometimes i got calls where they would live in bfe and would complain about signal. Thats your fault for moving where only mountain men live with nothing but trees and roadkill. But if your over charged for something like a phone or activation fees or a download that can easily be credited and have you on your way. But in the end its 50/50 with customers. Some have issues that can be taken care of. Others are arrogant and impossible to talk to. I would take the verbal abuse call after call then finally sign off and crack. I would stay professional but only when i get called a name then i’ll be real and say i did hang up. They don’t pay me enough to be called an asshole or “you bitches”. Its depends on the issue. Legitimate credits or device issues i could give options for to find a solution and i would go out of my way and call stores to use their inventory to see if there something we can do to get them a phone right away. But some problems i could not do anything about. Like their kid keeps taking off with the phone and downloading stuff and they call in all mad at us wanting credit all the time. Watch your kid. Is it that hard. Each carrier i think has these problems but its hitting sprint because of one main problem they had. Billing system. When they switch accounts over to a supposeably new and better one its messed everything up. The tyrant executives don’t care. Sprint needs a wakeup call and realize they are not on top anymore and needs to fire most of the trainers now who i will say are really lazy and get some ppl in there with some education and business minded personalities and teach the next wave of reps the right way to handle customers and to take pride in a business. I did help improve my teams customer service one by one. But i was only one person catering to millions. The training in my opinion is where it starts because they get to the floor with no knowledge. Just a crash course of whats to come. Then everything will fall into place.

  • http://blackberrycool.com Funny

    I think it goes back and forth. Some issues are legitimate some are just ppl looking to take advantage of a free credit and get pissed when they can’t have it. thats the way of the world. Take whateva’s free and run with it until you can milk it for all its worth. I used to work for sprint and saw issues i could resolve easily and would credit so much and my team led in issue resolved but in the end thats only 7 good reps and the rest of the teams would be teaching the wrong information. Arrogant mentors on the team would be trying to tell me something i knew was wrong and would argue with me. Its the way the training is taught im not saying its not the customers because sometimes i got calls where they would live in bfe and would complain about signal. Thats your fault for moving where only mountain men live with nothing but trees and roadkill. But if your over charged for something like a phone or activation fees or a download that can easily be credited and have you on your way. But in the end its 50/50 with customers. Some have issues that can be taken care of. Others are arrogant and impossible to talk to. I would take the verbal abuse call after call then finally sign off and crack. I would stay professional but only when i get called a name then i’ll be real and say i did hang up. They don’t pay me enough to be called an asshole or “you bitches”. Its depends on the issue. Legitimate credits or device issues i could give options for to find a solution and i would go out of my way and call stores to use their inventory to see if there something we can do to get them a phone right away. But some problems i could not do anything about. Like their kid keeps taking off with the phone and downloading stuff and they call in all mad at us wanting credit all the time. Watch your kid. Is it that hard. Each carrier i think has these problems but its hitting sprint because of one main problem they had. Billing system. When they switch accounts over to a supposeably new and better one its messed everything up. The tyrant executives don’t care. Sprint needs a wakeup call and realize they are not on top anymore and needs to fire most of the trainers now who i will say are really lazy and get some ppl in there with some education and business minded personalities and teach the next wave of reps the right way to handle customers and to take pride in a business. I did help improve my teams customer service one by one. But i was only one person catering to millions. The training in my opinion is where it starts because they get to the floor with no knowledge. Just a crash course of whats to come. Then everything will fall into place.

  • angie

    I agree. I just got totally screwed by Sprint & lied to.

  • angie

    I agree. I just got totally screwed by Sprint & lied to.

  • tony

    i agree with the previous statement. im a customer service rep for sprint and to be honest i went through my whole training and didnt learn a damn thing. i only started learning once i actually got on the floor and started taking calls. you are right some demands for credit are legitimate but some as well are people trying to get a free credit. if i can help a customer i will , i am even willing to make exceptions in most cases if i feel it is wrranted. but every once in a while the expectations are too unrealistic. as far as the escalation process goes , on the floor we have a team coach and a team manager. if you want to go the next step up , our suporvisor has to put in a ticket for you to be contacted.
    - anthony

  • tony

    i agree with the previous statement. im a customer service rep for sprint and to be honest i went through my whole training and didnt learn a damn thing. i only started learning once i actually got on the floor and started taking calls. you are right some demands for credit are legitimate but some as well are people trying to get a free credit. if i can help a customer i will , i am even willing to make exceptions in most cases if i feel it is wrranted. but every once in a while the expectations are too unrealistic. as far as the escalation process goes , on the floor we have a team coach and a team manager. if you want to go the next step up , our suporvisor has to put in a ticket for you to be contacted.
    - anthony

  • tony

    to be blunt as a customer service rep for sprint , unless your a huge corporation with thousands of lines , most reps dont give a shit about individual accounts or small business accounts
    - tony

  • tony

    to be blunt as a customer service rep for sprint , unless your a huge corporation with thousands of lines , most reps dont give a shit about individual accounts or small business accounts
    - tony

  • BB

    I work for Sprint currently and I want to say that YES we have a bad reputation but to confuse the lack of interest of certain CARE rep to anything other than what we are supposed to do you are wrong. We have been scripted to say exactly what you hear and if we do not we get coached. I was just coached today for discussing a customers wash machine which dries the clothes too COOL.
    I am a human and my life is controlled by a phone, we are timed on everything we get paid by the minute!! we are not to talk with customers for longer than 500 seconds or we get COACHED we need to resolve the issue NOW or else we get coached. every call we answer is recorded and we are graded on them. if we fail we are coached anyone get the idea don’t get angry with the reps please.
    Sometimes at night we get calls from perverts who think its funny to ask for multiple store locations and their hours while masterbating to your voice.
    We are people people be nice we truly want to help you

  • BB

    I work for Sprint currently and I want to say that YES we have a bad reputation but to confuse the lack of interest of certain CARE rep to anything other than what we are supposed to do you are wrong. We have been scripted to say exactly what you hear and if we do not we get coached. I was just coached today for discussing a customers wash machine which dries the clothes too COOL.
    I am a human and my life is controlled by a phone, we are timed on everything we get paid by the minute!! we are not to talk with customers for longer than 500 seconds or we get COACHED we need to resolve the issue NOW or else we get coached. every call we answer is recorded and we are graded on them. if we fail we are coached anyone get the idea don’t get angry with the reps please.
    Sometimes at night we get calls from perverts who think its funny to ask for multiple store locations and their hours while masterbating to your voice.
    We are people people be nice we truly want to help you

  • Obama

    sprint is striving to uphold its reputation of the worst customer service in the world and exceeding expectations, congrats sprint you really do suck

  • Guest

    The following is a top level sprint care rep.  He was great at solving my issues.  Why wait in line?  Call, email or fax him directly.  

    Tyrone Handon
    Executive Services Analyst
    Executive & Regulatory Services
    Office: 201-964-8070
    ERS: (866) 727-0665 
    Fax: (888)-765-1071
    Tyrone.Handon@Sprint.com 

  • Khondo12

    Need Help Sprint has added a family locator on my bill 15 months ago. Called talked to sup. told me sorry i will credit you 20 bucks. I loose 150 dollars. Sprint also quit sending me paper bills and would text me my bill. Customer service very very rude I have been with sprint for years and years. I never added this to my lines. Even they said they dont know how it was put on.. Sprint you need help.

  • guest

    I called this guy on a repair problem with a phone and he is a very rude individual that was worse then ant sprint rep I have ever talked to not helpful at all. don’t waste your time calling this guy….

  • MSRIVERA

    SPRINT IS THE WORST PHONE COMPANY OUT THERE!!! They transfer you to two different departments and then hang up on you! They promise you one thing and when it doesnt show up they never knew about it,hmmm i say fishy. Everybody is rude and give you the run around. DONT RECOMMEND IT ALL,YOUR BETTER OFF WITH A PREPAID BEFORE MAKING THAT MISTAKE!

  • Pam Kocher

    I just tried to open an account with Sprint for myself and my two boys. I failed their identity test and was told I could not reapply for phones for two months! I could not remember mailing addresses from over 15 years ago and that is why I failed the identity test. So frustrating. Had been looking forward to this carrier change am now thinking that Sprint is not the company for me. I just refinance my home easier than the experience I had today. I also have had my present job for more than 10 years. That did not matter at all to Sprint.

  • tony connell

    I am a 14 year customer with five phones in the past they wear awesome lately I had problems with insureon it took .me two weeks 5 tri to the Sprint store ps and about 3 hours a day with 5 hours on the phone Sat and finely 6 on sunday and I was proven to be correct and a new phone that .I pyed for is more les on its way I was offerd 20 dollars for my inconvincs . I hope they cancle me u asked serval times to be released from my contrct I hope that when i call to complan tomrow the dump me I use to love sprint. And even tell my friends how great they wear i miss those days
    Sent from a super bounce truck
    Sincerly former sprint costomnet

    Tony

  • http://www.facebook.com/smittydaman George Barnes

    My bill is never the same each month is higher than the last they always give me reasons y but when I disagree because the rep is wrong they treat me like crap so screw sprint they use to be a company u can trust but not anymore……

  • “T”

    SprInt Is a rIp off!!!!!!! I hope Sprint does give me the boot and my account ends up with a “0″ balance. My so called 4 lte is non existent and 3g works on occasion. All they keep telling me is that the towers are working fine in my area. Nothing but b.s. I have trouble accessing the internet, accessing most of my apps, text messages get returned, signal isn’t strong enough without the 4g to use the hotspot. I have called about this every since I upgraded my phone a month ago several times and nothing gets done. I was promised a credit, which I did not get and a manager accused me of lying about it all the last time I complained. It’s all in my fIle and he acted as if I was making it all up. Then I’m told that I would have to pay $350 to get out of my contract. This is FRAUD and I will not stand for it!

  • chefraphael

    I just got off the phone with Christie B.
    757-223-3627 the representative that contacts you when you write a complaint to Dan@Sprint.com – Although she is trying to hold on to her professional cool, she did twisted my story into a mesh of lies. My phone was stolen out of my car and after I found myself in the Sprint store without help and fair assistance I strongly felt it was safe to leave Sprint and join another service provider. Sprint did not disconnect nor track my phone and failed to assist even so I paid for insurance… She did call back and back-tracked some “offers” trying to verify my personal data again… These people are creepy. It is disconcerting how they professionally manipulate a simple truth into a complex denial of basic services… All I needed was my phone back, my personal data restored and human compassion during an unpleassant incident. Instead I am ingulfed in a conondrum of SPRINT methods and appologethic employees…

  • Amber Joe

    Actually, Sprint is rated the best customer service. Nice try though.

  • Amber Joe

    Sprint doesn’t track your device, nor do they replace it. There’s a service that you could have requested to track your device. You have to go through insurance for a replacement. If your contacts weren’t back to gmail, then that’s your fault. They didn’t have to apologize, but they were being empathetic towards you, which you should be thankful for. You aren’t a child, so don’t complain when you aren’t babied. Grow up.

  • Amber Joe

    Actually, Sprint is rated the best customer service. Nice try though.

  • Amber Joe

    Here’s an idea. How about not taking out your anger on Sprint employees. You dropped your phone? Oh, well did you have a case on it and insurance? No? Hmm. Looks like that’s your stupidity then. I have been a Sprint customer for years and now I am an employee. I love my job because I love helping people, but if you walk into my store with an attitude and blow up at me, don’t expect me to bend over and kiss your ass. I’m here to assist you, not baby you. I didn’t mess up your device. I didn’t lose it. I didn’t post anything to your bill. I’m here to help, not be a punching bag. Would you like somebody to go into your place of work ranting and raving about something that you had nothing to do with? I doubt it. Keep that in mind the next time you walk into a Sprint Store or call a customer service rep.

  • j0ey26

    I never had a problem calling them about a problem with my phone. BEST CUSTOMER SERVICE EVER!!! Plus i get service in places where AT&T and Verizon don’t get.

  • Boogie Braun

    I have had that same problem with Sprint hanging up on you. After getting my phone, I had no or very poor connection in my home so I was told I could go somewhere else but would have to return my phones after paying $210 each for them, not to get reimbursed. It is always a competing strategy with Sprint…meaning win lose strategy where they will attempt to win every time. Adios Sprint!

  • cheryl ryan

    Well as far as I’m concerned I’ve made many calls to customer service and a couple times I had them on the phone for a long time and they were very, very nice and polite to me. they also solved my issues. Sprint has very good customer service.

  • ARTHUR HUNT

    I have been a SPRINTcustomer for two years now and they have always been great. I’VE got behind in my bills 4 or 5 times and they have always worked it out for me. they have always been curtious. I will never change companies…

  • Terry strauss

    I sure wish i would have found this page before i upgraded i have been a customer for 7 1/2 years starting with nextel and always very happy until Nov 7 2012 when i decided to keep sprint and upgrade my phones I hadnt done it for over 4 years because I wasnt sure I wanted to keep sprint I liked nextel. On nov 7th I went to the sprint store in Owosso to pay my bill and look into a new phone I still had the old 530 nextel and my speaker went out so it was time to make a decision . A rip off artist named caleb said he could help me get new phones and let me make a payment on my bill. I made the horrible mistake of falling four it . I got two new phones 1 free after $50 mail in rebate and 1.99 after $50 dollar mail in rebate he said I had plenty of credits because I hadn”t upgraded in so long that The phones would end up costing me nothing haha very funny he charged me $50 for my .99 cent phone $45 for acesseries that he said I had credits for and put no money on my bill I gave him $300 dollars that day. Since then I have paid well over $600 dollars just to keep the peice of crap phones that don”t work any where on I still have not received my rebates or my credit for one phone $120. But I keep getting those bills every month and when I call customer service they say well we owe you more than you owe us they transfer me to the rebate center were the computer is great to deal with I am over dealing with sprint but can”t afford the $500 to get out off my contract . Maybe Sprint wouldn”t have the best customer service rating if we all called the better business bureau on them

  • Horrible service from sprint

    Sprint’s customer service sucks!!! I had a manger hang up on me when I asked to speak with his manager. Horrible!!! Do NOT switch to sprint!!!

  • Horrible customer service!!!

    Same thing with me!! A manager just hung up on me also!!!

  • me”’

    You need a life and obvious some home training..I blame your mother for your rudeness.. you actually need to grow up not Christie

  • me”’

    I meant chefraphael,, but it don’t matter Sprint Worker!

  • Qweensummers

    Sprint sucks I have been with them 16+ years and all I asked for was sum thing simple and all I get was the (Charlie brown talk)..wharmp wharmp wharmp..I tried to give them another chance to correct the problem , but now I see I’m gonna be lookin to port my 4 numbers over to sum one with better reps and clarity of contracts plans and good phones with better service..

  • sprintsucks

    rated by who? That means they’ve asked the people they wanted because their customer service is terrible. You work there? If so, your bad at your job probably too

  • Jason Caternolo

    He paid for insurance, so Sprint could’ve at least replaced the phone. Or does insurance mean something different with Sprint? Also, nice to see that Spring employees are sooo professional *sarcasm*