rembeagle
07-09-2007, 01:53 PM
I read the forum all the time and have only posted a couple times. The latest thread about the letters dropping people caught my attention because I've spent the last month making calls to Sprint, due to their problems. At least 10 hrs or more, plust 15 or more transfers. As a matter of fact 2 hrs today and i'm still on hold.
I have a Sero plan on a sprint phone. I have a friend, whose husband works for sprint and was actually referred for the plan. No problems there. My husband has a nextel phone. He is was to be out of contract last month. I went online to make a payment and my computer did the crazy white screen at confirmation. So I called to make sure it went through. The CS Rep said no, she didn't see it so I told her to make the payment. Instead she offered me as a "good customer" a $70 rebate to renew for 2 yrs. I was already on with CS online emailing about getting my husband on the same sero plan I was and they told me, in writing, I just have to wait until his contract is up and they can do it, but he has to change his number. Whatever....
So I told the CS Rep offering the $70 No thanks because I was planning on getting the new phone and plan. She guaranteed it wouldn't keep me from doing that, I told her the whole story and she again said it wouldn't inhibit that (OK my fault as I should know better, I guess, because it's never what they say) But stupid me agreed only if she noted my file I was calling back in 3 days to change everything. She said ok and that she would just charge me the difference on my bill minus the $70 credit. 25 mins later, she can't get me the credit so does some strange stuff and says I'm getting a $90 credit instead and they would just charge me the $15 difference. Finally after 1.5 hrs of hold, etc I hung up and went to my bank online...guess what. $105 bill charge and 2 $15.34 charges total- $135. I called back, after another hour on the phone they informed me that they can't refund my money I have to just take a credit. So I have $120 credit ( $90 plus 2 $15 charges) I guess they can just randomly charge money to you and make you pay it and take it as a credit.
I call back a few days later, when his plan is up, to change and guess what...They can't do anything because it's committed for 2 yrs. I made them read the notes, I was transfererred 3-4 times, hung up on 3-4 time in transfer and finally sent to a department which doesnt' exist. They got me to another lady who stayed on the phone with me until we could find something. 4 hrs + this time. They finally set my account back to "expired". I told them I wanted to change the plan and phone and they told me I had to order it online, add as a new line and then cancel my old line that they just fixed. And by the way, we can't give you the $70 credit anymore even though I getting another phone and commiting to 2yrs with it...whatever, I don't care anymore. I didnt' even want it to begin with.
Next day, online I order the new phone and plan, get confirmation, phone arrives, I go to activate and I realize by checking my bank online, they charged me 3 times for the phone. I am back on the phone for another 2 hrs, with 4 diff reps and they credited me back 1 charge to my bank acct (debit card) but couldn't the other because it wasn't "pending" so now I have an additional $64 on my account of credits. (total now should be about $105) and remember, it's not them being nice, it's my money they took from my debit card, when they shouldn't have.
So phone activated and 2 days later I check online to find out they set me up with the sprint basic 200 plan. So I'm on the phone again, 2.5 hrs today with one lady who stays while they transfer me. If she didn't stay I would have been hung up on 4 times and I was transferred with her on the line a total of 10 times today so far.
Now, they want the cell number of the sprint employee who referred me. Remember it's my friends husband. I gave them the email but I don't have the cell #. Plus at this point, I'm not getting them involved for being nice and making them sit on the phone for hours, etc. So I refuse. They tell me they can't help me. Then he puts me on hold and I call my husband who is so livid he wants to go there and "do some damage" as you can say in a nice way (which is exactly why I'm calling in the first place) They hear us talking about cancelling all our lines and next thing I know they have me on hold and are stating its being taken care of.
Finally, the lady on hold with me says she can't stay on hold any longer (it's lunch time in her zone I guess) and about that time the other lady comes on and says it has been changed and will be effective tomorrow. So I ask her to confirm what I have. She tells me 500 mins and ulmt M2M, that's it. I say first, it's a nextel phone so it should have DC...she doesn't see it and cant' tell me exactly what I have. She will have to transfer me. LAdy on hold with me says no because she has to hang up. She asks for the number and they lady can't give it to us. so I have to call the regular CS # and hope I can get to someone who can make sense of this all to get me to where I need to be if the plan is wrong.
I'm told to hang up, and check online tomorrow to see what it says and then call back. Before she goes, I mention the letters regarding cancellation. She says that's only for people who call excessively for no reason (credits for dropped calls, misc credits etc) Besides the conversation with my husband they overheard. I never was rude, I never threatened to cancel and I never asked for anything more. Just what I ordered.
So... I still have no idea. I'd cancel everything except my husband wants the DC feature. Looks like, I will be recommending to the 15 people I have referred over the years, plus everyone else I know to go elsewhere....I can't handle CS anymore. And it's a shame because i like my phone and service...
Sorry for the length, but thought I'd share...
Is it really that hard to get your stuff together Sprint?
I have a Sero plan on a sprint phone. I have a friend, whose husband works for sprint and was actually referred for the plan. No problems there. My husband has a nextel phone. He is was to be out of contract last month. I went online to make a payment and my computer did the crazy white screen at confirmation. So I called to make sure it went through. The CS Rep said no, she didn't see it so I told her to make the payment. Instead she offered me as a "good customer" a $70 rebate to renew for 2 yrs. I was already on with CS online emailing about getting my husband on the same sero plan I was and they told me, in writing, I just have to wait until his contract is up and they can do it, but he has to change his number. Whatever....
So I told the CS Rep offering the $70 No thanks because I was planning on getting the new phone and plan. She guaranteed it wouldn't keep me from doing that, I told her the whole story and she again said it wouldn't inhibit that (OK my fault as I should know better, I guess, because it's never what they say) But stupid me agreed only if she noted my file I was calling back in 3 days to change everything. She said ok and that she would just charge me the difference on my bill minus the $70 credit. 25 mins later, she can't get me the credit so does some strange stuff and says I'm getting a $90 credit instead and they would just charge me the $15 difference. Finally after 1.5 hrs of hold, etc I hung up and went to my bank online...guess what. $105 bill charge and 2 $15.34 charges total- $135. I called back, after another hour on the phone they informed me that they can't refund my money I have to just take a credit. So I have $120 credit ( $90 plus 2 $15 charges) I guess they can just randomly charge money to you and make you pay it and take it as a credit.
I call back a few days later, when his plan is up, to change and guess what...They can't do anything because it's committed for 2 yrs. I made them read the notes, I was transfererred 3-4 times, hung up on 3-4 time in transfer and finally sent to a department which doesnt' exist. They got me to another lady who stayed on the phone with me until we could find something. 4 hrs + this time. They finally set my account back to "expired". I told them I wanted to change the plan and phone and they told me I had to order it online, add as a new line and then cancel my old line that they just fixed. And by the way, we can't give you the $70 credit anymore even though I getting another phone and commiting to 2yrs with it...whatever, I don't care anymore. I didnt' even want it to begin with.
Next day, online I order the new phone and plan, get confirmation, phone arrives, I go to activate and I realize by checking my bank online, they charged me 3 times for the phone. I am back on the phone for another 2 hrs, with 4 diff reps and they credited me back 1 charge to my bank acct (debit card) but couldn't the other because it wasn't "pending" so now I have an additional $64 on my account of credits. (total now should be about $105) and remember, it's not them being nice, it's my money they took from my debit card, when they shouldn't have.
So phone activated and 2 days later I check online to find out they set me up with the sprint basic 200 plan. So I'm on the phone again, 2.5 hrs today with one lady who stays while they transfer me. If she didn't stay I would have been hung up on 4 times and I was transferred with her on the line a total of 10 times today so far.
Now, they want the cell number of the sprint employee who referred me. Remember it's my friends husband. I gave them the email but I don't have the cell #. Plus at this point, I'm not getting them involved for being nice and making them sit on the phone for hours, etc. So I refuse. They tell me they can't help me. Then he puts me on hold and I call my husband who is so livid he wants to go there and "do some damage" as you can say in a nice way (which is exactly why I'm calling in the first place) They hear us talking about cancelling all our lines and next thing I know they have me on hold and are stating its being taken care of.
Finally, the lady on hold with me says she can't stay on hold any longer (it's lunch time in her zone I guess) and about that time the other lady comes on and says it has been changed and will be effective tomorrow. So I ask her to confirm what I have. She tells me 500 mins and ulmt M2M, that's it. I say first, it's a nextel phone so it should have DC...she doesn't see it and cant' tell me exactly what I have. She will have to transfer me. LAdy on hold with me says no because she has to hang up. She asks for the number and they lady can't give it to us. so I have to call the regular CS # and hope I can get to someone who can make sense of this all to get me to where I need to be if the plan is wrong.
I'm told to hang up, and check online tomorrow to see what it says and then call back. Before she goes, I mention the letters regarding cancellation. She says that's only for people who call excessively for no reason (credits for dropped calls, misc credits etc) Besides the conversation with my husband they overheard. I never was rude, I never threatened to cancel and I never asked for anything more. Just what I ordered.
So... I still have no idea. I'd cancel everything except my husband wants the DC feature. Looks like, I will be recommending to the 15 people I have referred over the years, plus everyone else I know to go elsewhere....I can't handle CS anymore. And it's a shame because i like my phone and service...
Sorry for the length, but thought I'd share...
Is it really that hard to get your stuff together Sprint?