Sprint Support Gone Bad

[Cloudscout]

I seem to be a lightning rod for mobile communications problems.

I just filed a complaint with the FCC over SprintPCS.

On November 20th I requested a number port... since T-Mobile refuses to support sync on the Mac with the Sidekick, I decided to pull my number over to Sprint. I was told that the service would be working by 9:15pm.

They finally got my voice service working on November 23rd... but I was still unable to receive text messages. I called tech support. They ran through everything they could but nothing worked so they had to submit a trouble ticket to the Network Group.

Except they didn't.

When I called back on the 24th to get an update, I found out that no ticket had been created. We went through some more (fruitless) troubleshooting and then they opened up a real trouble ticket. On the 25th, I called back for an update... only to find nothing had been done. The network group hadn't even acknowledged receipt of the ticket yet. Later that evening, still nothing. At this point they 'escalated' my ticket... but that didn't do any good. Saturday the 27th was the same story. Sunday the 28th... still nothing.

I spent over a dozen hours on the phone with various technicians and supervisors. Nobody could do anything to fix my problem. Not for a lack of trying, mind you. But their hands were tied. It was up to the Network Group to correct the problem and they were simply not ALLOWED to contact the Network Group directly. Their only method of communication is via trouble tickets.

Yesterday morning I called again for my daily frustration only to learn that the network group had finally reviewed my problem and promptly closed the ticket without fixing it... despite the fact that I was assured they would call me before they closed the ticket.

So a new ticket was opened yesterday... and today, it's still sitting there. The Network Group again hasn't even acknowledged it yet... and nobody can do anything to expedite the process. Company Policy forbids anyone who communicates with customers from communicating with their Network Group. I apologize for the cliché, but it's all very, very Dilbert.

Today I contacted Sprint's Customer Retention department. They offered to give me half off my next month's bill, but they couldn't do anything to expedite the process.

When I asked for a postal address for their corporate offices, they refused to provide one. They said that all communication with Sprint must be done through their website or via telephone.

So the only option I had left was to file a formal complaint with the FCC... which I just completed. Actually, I'm considering a letter to the State Attorney General's office as well. If they don't have things fixed by tomorrow, I will.

It might also be time for another letter to the Star Tribune... it worked last time.

[Guy]

File a complaint with the BBB. That should get their heels clicking.

[don56]

The reply you received does not surprise me. When I had another issue, I was told that the only way to communicate with the company was via mail using:

SprintPCS
P O Box 8077
London KY 40742
ATTN:Executive Services

As a side note, I went to the BBB website and searched for Sprint PCS. The listing for their corporate headquarters had a notation that the company did not even belong to the BBB. When I filed my complaint with the FCC and BBB I requested that the reply I receive be in writing, so that I could have a record of their response.

[pixelpusher]

File a complaint with the BBB. That should get their heels clicking.


I'm always amused by that... I mean, it can't hurt of course, but the BBB doesnt have any power and most companies, especially large corps, couldn't give a crap...

Our websites generate a ton of pissed off customers (most just too stupid to read before joining) and we get some killer voicemail complaints. They threaten to call the BBB, FDA, DEA, FBI, CIA, Atorneys General, one guy sent us a nasty email and Cc'd 'president@whitehouse.com...downright hilarious. I didnt have the heart to tell him that addy is a porn site. We have a killer 'Best of' CD of past complaints.

But anyway, while any smart company pisses on the BBB the FTC complaint is really the only sure-thing. See, the telcos set up the CTIA as a last-ditch to keep Congress from introducing oversight into their industry so complaints to the FCC are actually forwarded from the FCC to them and the FCC then checks back with them to see if it was resolved. The don't want Congressional meddling so they're VERY motivated to resolve complaints, even when it equates to a loss for the company it's a win for the overall industry in the long-term.

[MsRandall]

This thread is closed.....Since it is a duplicate of the thread you created in the General Forum

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