jwinslow
08-24-2007, 12:24 PM
Do I have grounds for canceling my account with no ETF? Since they caused the problem and have not fixed it in a week, Sprint has cost me hundreds in lost man-hours and internet connectivity, since I work from home.
Who do I talk to about canceling my account, that has the power and ability to understand and address this issue?
Short version
Swapped modems, not credited despite noted return 4+ weeks earlier, despite assurances otherwise by phone
Large outstanding balance = deactivated service
Phone call clears up issue, balance and service will be switched back on
Service not back on, remote modem still not responding
Endless phone calls get nowhere
Ecare promises to have tech support call in 1-2 days.
7 days of no service and counting (4 days since ecare promise)
Long version (copied from email to sprint):
Sprint's negligence caused a disconnection of my service. I had to call in and explain their negligence, again, which resulted in a refund and a supposed reactivation of my service. After 8 phone calls and 7.5 hours on the phone, the connection still has not been re-established.
My weekends are extremely valuable business-wise, and Sprint's gross ineptitude has cost me a full day's work of time wasted on the phone, with nothing to show for it. This prevented me from doing some important business that had to be done saturday night, which is the only reason I didn't give up on this absurd excuse for customer service after 4+ hours. I HAD to have my internet working Sat night. Unfortunately, after 5 hours on the phone, and 2.5 hours on hold on that particular call alone, I passed out at 3:30 am. What's even more pathetic than waiting on hold 2.5 hrs is that apparently I sat on hold until 5:50, when the phone call ended. I have no idea if I finally got through to someone or it just ended the call... but my phone was ON HOLD for OVER 4.5 HOURS.
Here is the detailed version:
Recently I got a bill for 280.00 which was in error. I switched modems via a sprint return kit, and was supposed to be credited 250 upon return. There was no question that it was returned, many weeks ago, as they had disconnected my service until they got the other modem back.
Call #1:
I called up a week ago (or so), and got nowhere. They had no record of the modem arriving, even though it had been received long ago... and the service had been reestablished as a result. They said they were sure it would turn up soon, and I would be credited for the 250.
Except that didn't happen. And so instead of owing the proper amount of 30, my account balance showed 280. Then tonight, Aug 18, my service was disconnected b/c of the high unpaid balance. More negligence on Sprint's part.
b
So Saturday night, I called up again (Call 2)... and finally convinced Sprint that they had received it. So they gave me a temporary credit of 250, and I paid the remaining 30. They assured me that the service would be turned on within minutes.
8/18
Call 2. 10:30 pm - 21 min, got $250 credit, paid bill, service was going to be switched back on
Problem is, the service wasn't working, not after 5 min, not after 20. It was still giving the same 777 errors (remote connection not working) that it did when my service was disconnected.
Call 3. 11:26 pm - 18 min, explained problem to CSR, then to tech support, who when trying to put me on hold, he instead kicked me out to the tech support waiting queue with the elevator music (that you get when you first call in)
Call 4. 11:44 pm - 34 min, told CSR rep that I was cut off by tech support rep. He claimed to be referring me to a tech support rep, but instead I waited 20-25 min on hold. I finally got thru to a tech support rep, that person suggested rebooting, and reinstalling the software. I had rebooted many times before calling. While I did the second suggestion, the phone call ended (not sure why).
Call 5. 12:30 am - 21 min, called sprint, entered '0' for operator... and after 20 min of elevator music, the music stopped, and a few seconds later the call ended. It didn't drop, I had full bars.
Call 6. 1:04 am - 5 hours, 1:18 csr, told wait would be 5-10 min, stayed awake until about 3:30, still on hold, when I passed out. The next morning, the call showed that it lasted 4 hours and 50 min. So I was on hold for over 4.5 hrs.
8/19
Call 7. 12:35 pm - 22 min, explained problem to CSR, then later to tech support, who was the first to offer to call me back if they dropped my call again. And lo and behold, the call dropped while they were fetching the adv. tech support referral.
Call 8. 12:58 pm - 30 min, called me back and began contacting adv tech support. She stayed on the line to make sure I got someone. I got thru to the Adv Tech Support. He asked my telephone number (standard drill). Before I could give him mine in case we got disconnected, guess what? We got disconnected.
8/20
Emailed problem and the above explanation to customer care. They promised a tech support rep would call within 24-48.
8/23
Some billing rep calls up with some $25 dollar sorry credit. I tell him that does not fix the week-long downtime I've endured with my home business. He then offers $50. I still tell him that does not compensate me for the downtime, or fix the problem, but he says he'll just put it on my account and I can talk to someone else.
8/24
4 days later, still have not heard from technical support. Starting my 7th day without internet connectivity.
Who do I talk to about canceling my account, that has the power and ability to understand and address this issue?
Short version
Swapped modems, not credited despite noted return 4+ weeks earlier, despite assurances otherwise by phone
Large outstanding balance = deactivated service
Phone call clears up issue, balance and service will be switched back on
Service not back on, remote modem still not responding
Endless phone calls get nowhere
Ecare promises to have tech support call in 1-2 days.
7 days of no service and counting (4 days since ecare promise)
Long version (copied from email to sprint):
Sprint's negligence caused a disconnection of my service. I had to call in and explain their negligence, again, which resulted in a refund and a supposed reactivation of my service. After 8 phone calls and 7.5 hours on the phone, the connection still has not been re-established.
My weekends are extremely valuable business-wise, and Sprint's gross ineptitude has cost me a full day's work of time wasted on the phone, with nothing to show for it. This prevented me from doing some important business that had to be done saturday night, which is the only reason I didn't give up on this absurd excuse for customer service after 4+ hours. I HAD to have my internet working Sat night. Unfortunately, after 5 hours on the phone, and 2.5 hours on hold on that particular call alone, I passed out at 3:30 am. What's even more pathetic than waiting on hold 2.5 hrs is that apparently I sat on hold until 5:50, when the phone call ended. I have no idea if I finally got through to someone or it just ended the call... but my phone was ON HOLD for OVER 4.5 HOURS.
Here is the detailed version:
Recently I got a bill for 280.00 which was in error. I switched modems via a sprint return kit, and was supposed to be credited 250 upon return. There was no question that it was returned, many weeks ago, as they had disconnected my service until they got the other modem back.
Call #1:
I called up a week ago (or so), and got nowhere. They had no record of the modem arriving, even though it had been received long ago... and the service had been reestablished as a result. They said they were sure it would turn up soon, and I would be credited for the 250.
Except that didn't happen. And so instead of owing the proper amount of 30, my account balance showed 280. Then tonight, Aug 18, my service was disconnected b/c of the high unpaid balance. More negligence on Sprint's part.
b
So Saturday night, I called up again (Call 2)... and finally convinced Sprint that they had received it. So they gave me a temporary credit of 250, and I paid the remaining 30. They assured me that the service would be turned on within minutes.
8/18
Call 2. 10:30 pm - 21 min, got $250 credit, paid bill, service was going to be switched back on
Problem is, the service wasn't working, not after 5 min, not after 20. It was still giving the same 777 errors (remote connection not working) that it did when my service was disconnected.
Call 3. 11:26 pm - 18 min, explained problem to CSR, then to tech support, who when trying to put me on hold, he instead kicked me out to the tech support waiting queue with the elevator music (that you get when you first call in)
Call 4. 11:44 pm - 34 min, told CSR rep that I was cut off by tech support rep. He claimed to be referring me to a tech support rep, but instead I waited 20-25 min on hold. I finally got thru to a tech support rep, that person suggested rebooting, and reinstalling the software. I had rebooted many times before calling. While I did the second suggestion, the phone call ended (not sure why).
Call 5. 12:30 am - 21 min, called sprint, entered '0' for operator... and after 20 min of elevator music, the music stopped, and a few seconds later the call ended. It didn't drop, I had full bars.
Call 6. 1:04 am - 5 hours, 1:18 csr, told wait would be 5-10 min, stayed awake until about 3:30, still on hold, when I passed out. The next morning, the call showed that it lasted 4 hours and 50 min. So I was on hold for over 4.5 hrs.
8/19
Call 7. 12:35 pm - 22 min, explained problem to CSR, then later to tech support, who was the first to offer to call me back if they dropped my call again. And lo and behold, the call dropped while they were fetching the adv. tech support referral.
Call 8. 12:58 pm - 30 min, called me back and began contacting adv tech support. She stayed on the line to make sure I got someone. I got thru to the Adv Tech Support. He asked my telephone number (standard drill). Before I could give him mine in case we got disconnected, guess what? We got disconnected.
8/20
Emailed problem and the above explanation to customer care. They promised a tech support rep would call within 24-48.
8/23
Some billing rep calls up with some $25 dollar sorry credit. I tell him that does not fix the week-long downtime I've endured with my home business. He then offers $50. I still tell him that does not compensate me for the downtime, or fix the problem, but he says he'll just put it on my account and I can talk to someone else.
8/24
4 days later, still have not heard from technical support. Starting my 7th day without internet connectivity.