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I don't even know where to begin. I was on hold the day before yesterday a total of 2 hours, yesterday I was on hold/phone time a total of 3 hours and 36 minutes. I have talked to TWENTY FIVE agents.
We have two Hybrid ic402 Motorola phones. They worked just fine, no problems, until we changed the two phone numbers two days ago. At that point, neither was then able to access the PCS web. We get an error of 1012, which is the no username found on the phone. After many agents I was able to get my phone (new activation that also wasn't able to access the web once I got the phone SamsungM300), then I myself got my youngest daughters phone to access the web. No help from agents. However, enabling the PCS or updating the profile didn't not help my other daughters phone. Hence the many many many agents I ended up talking to. I have talked to tech support numerous times, I have been transfered all over (and they don't tell you they are transfering you, you just sit on hold about 20 minutes and all of a sudden you have a new agent and have to start the process all over again!!!!!!!!!!). I have been told that there are now two computer systems (??!!) and sprint has to get the right people to deal with the hybrid phones. Well, I'm still not getting help. At this point, we now HAD two phones (m300 and one of the ic401's) that were able to access the web. After speaking with Darnell in Tech Support last night, we now have BOTH ic Phones UNABLE TO ACCESS THE WEB. Neither phone has the user name in the phone (simple!!!!). Now, instead of just one not working, we're back to TWO not working.
UNREAL
the WORST customer service I've ever had to deal with. EVER
So we have two phones that can't access the web and they worked just fine before. Anyone have any answers? I've tried finding a phone number for Corporate Sprint and NO ONE will give that out. (*after posting this I googled sprint corporate and found this number from someone that had a problem as well, we'll see if it does me any good 913-794-0000)
Thanks,
Annette
SuperG
11-21-2007, 07:21 PM
I don't even know where to begin. I was on hold the day before yesterday a total of 2 hours, yesterday I was on hold/phone time a total of 3 hours and 36 minutes. I have talked to TWENTY FIVE agents.
We have two Hybrid ic402 Motorola phones. They worked just fine, no problems, until we changed the two phone numbers two days ago. At that point, neither was then able to access the PCS web. We get an error of 1012, which is the no username found on the phone. After many agents I was able to get my phone (new activation that also wasn't able to access the web once I got the phone SamsungM300), then I myself got my youngest daughters phone to access the web. No help from agents. However, enabling the PCS or updating the profile didn't not help my other daughters phone. Hence the many many many agents I ended up talking to. I have talked to tech support numerous times, I have been transfered all over (and they don't tell you they are transfering you, you just sit on hold about 20 minutes and all of a sudden you have a new agent and have to start the process all over again!!!!!!!!!!). I have been told that there are now two computer systems (??!!) and sprint has to get the right people to deal with the hybrid phones. Well, I'm still not getting help. At this point, we now HAD two phones (m300 and one of the ic401's) that were able to access the web. After speaking with Darnell in Tech Support last night, we now have BOTH ic Phones UNABLE TO ACCESS THE WEB. Neither phone has the user name in the phone (simple!!!!). Now, instead of just one not working, we're back to TWO not working.
UNREAL
the WORST customer service I've ever had to deal with. EVER
So we have two phones that can't access the web and they worked just fine before. Anyone have any answers? I've tried finding a phone number for Corporate Sprint and NO ONE will give that out. (*after posting this I googled sprint corporate and found this number from someone that had a problem as well, we'll see if it does me any good 913-794-0000)
Thanks,
Annette
Wow, that is crazy. Sound like it might be time for a call to Executive Services.
Read this article (it has the number in it, along with some info):
I don't even know where to begin. I was on hold the day before yesterday a total of 2 hours, yesterday I was on hold/phone time a total of 3 hours and 36 minutes. I have talked to TWENTY FIVE agents.
We have two Hybrid ic402 Motorola phones. They worked just fine, no problems, until we changed the two phone numbers two days ago. At that point, neither was then able to access the PCS web. We get an error of 1012, which is the no username found on the phone. After many agents I was able to get my phone (new activation that also wasn't able to access the web once I got the phone SamsungM300), then I myself got my youngest daughters phone to access the web. No help from agents. However, enabling the PCS or updating the profile didn't not help my other daughters phone. Hence the many many many agents I ended up talking to. I have talked to tech support numerous times, I have been transfered all over (and they don't tell you they are transfering you, you just sit on hold about 20 minutes and all of a sudden you have a new agent and have to start the process all over again!!!!!!!!!!). I have been told that there are now two computer systems (??!!) and sprint has to get the right people to deal with the hybrid phones. Well, I'm still not getting help. At this point, we now HAD two phones (m300 and one of the ic401's) that were able to access the web. After speaking with Darnell in Tech Support last night, we now have BOTH ic Phones UNABLE TO ACCESS THE WEB. Neither phone has the user name in the phone (simple!!!!). Now, instead of just one not working, we're back to TWO not working.
UNREAL
the WORST customer service I've ever had to deal with. EVER
So we have two phones that can't access the web and they worked just fine before. Anyone have any answers? I've tried finding a phone number for Corporate Sprint and NO ONE will give that out. (*after posting this I googled sprint corporate and found this number from someone that had a problem as well, we'll see if it does me any good 913-794-0000)
Thanks,
Annette
Hi Annette...!!!
First of all, welcome to SU, I'm glad you found the site, unfortunately it takes one to a point of aggravation dealing with the chaotic world of Sprint CS communications to land on this site. But I must tell you, I can whole-heartedly relate...:headbang2
My first question: How young are your devices (how long have you had them? are you still on your first 30 days with them and your plan? you have your 30day test drive/options to cancel your plan, return, or exchange your devices if you are not happy with them. I would absolutely exercise your 30 day option, get an RMA (Return Merchandise Authorization - have them email it to you to speed things up) download and print. If over 30 days, you are still under Sprint's 1year warranty... you can do the same, tell them Tech Dept confirmed you've got defective devices and they need to be replaced. If you took the TEP, hold off on that and save that for later. Have Sprint take care of replacement under the 1year warranty.
2nd question: Have you had them checked by Sprint authorized tech/repair center or even your nearest Sprint store. Check online to see which Sprint store near you has a tech/repair dept that could look into it...
If you are still within your 30 days, I'd hurry up and call for an RMA so they could either send you to the nearest Sprint store to return and/or exchange the device or for them to send you new devices. No sense in getting aggravated if it is out of our control. I know it is frustrating but we have to do whatever it takes within our resources to get things done the way they should. That's why it is always advisable to exercise what I call your 30day test drive to get to know your device before locking yourself in to the 2year contract. You don't wanna end up with something (or someone..:irked:) you'd hate for the next 2years. :hee:
Should you have any other concern, you are welcome to drop me a PM...
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