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  1. Silver5's Avatar
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       #1  
    They are concerned mainly with Sprint's customer service and issues with improper billing practices. I certainly do not like how there is a room set up inside the store for people to call customer service. I saw a man in the store who needed help but they sent him into that little room as if to hide him from other people while they "helped" him. I have heard alot of negatives about Sprint, but people seem to be ok with the service itself. I have T-Mobile and am quite happy but am tired of waiting for new phones and have had CS issues with them as well so I know it isn't just Sprint, though they have many more people complaining than I hear from T-Mobile customers.

    Please post about your experiences with Sprint to give me an idea of whether switching would be a good experience.
  2. #2  
    Services should really be taken with a grain of salt...depending on where you're from. But in Raleigh, NC...Sprint was awful! Their phone service was terrible and their customer support was terrible. After I switched to VZW, I had a retention guy from Sprint call me and ask why I left and I was very honest....I told him just what I said here....your service is unacceptable and your customer service is unacceptable, you don't offer anything I need.

    But that's just my experience.
  3. #3  
    I have had good & bad w/sprint.
    its important to get in good with a rep @ your sprint store..& they will take care of u. as far as calling CS... persistance is the key...talking to diff reps to get u taken care of.. & there always is the retention specialist route.
    I'm staying w/sprint.. done the most for me & cheapest.
  4. Minsc's Avatar
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    #4  
    I'm often surprised when people base their choice of providers on customer service. First, they're all sub-par. But more importantly, how many times do you actially call CS in a given year? I've owned cell phones for at least 6 years now and have rarely found the need to call customer service. When I do it's often a frustrating experience no doubt, but I'll survive the occasional annoyance since it's so infrequent.
    In fact, if I was making a list of the top 5 things to look for in a provider, their customer service quality wouldn't even make the list. Coverage, phones, rates, plans, etc. are all FAR more important IMO. Switching to a different provider on the hope of a better level of customer service seems very silly to me. Oh well, to each their own I guess.
  5. #5  
    I have had VZW and SprintPCS. I had Sprint and moved to an area that wasn't covered. I signed with VZW and the service was pretty good, but their CS was terrible. In the stores, on the phone, via email etc...
    Sprint became available and I signed up and tested for almost a year until my VZW contracts were up. Dropped VZW and now have 3 lines with Sprint. I have found the key to Sprint is to know what you want and know what is reasonable. If they're the same keep calling or escalating. Frontline CSRs can only do so much (even if they want to help). Most of all, I make sure that the person I speak with knows that I'm not upset at them. Let's face it, anyone you can call is going to follow policy, not create it. (I handle customer relations for my company).
  6. #6  
    I have 2 lines with Sprint, and I've had very few problems with them. I manage 8 lines with Verizon through my work, and we haven't had many problems with them either.

    Honestly, I really went with Sprint because of the cheap data plan.

    Nareau
  7. #7  
    I agree. I had 4 phones with Verizon for several years and switched to Spint last year for the Treo 600. I now moved all 4 phones to Sprint and do not think their CS is any worse than VZW's. They are all the same. You can have good or bad experiences with each. Sprint works very well for me in NYC and LI and they have the newer phones first. Their data Plan is unbeatable and their phone plans are great too.
    3 Sharp Wizards (who can remember the model #'s anymore?) -> REX -> PalmPilot -> PalmPilot w/1 MB Upgrade -> Palm V -> Palm Vx -> Palm m505 -> Treo 90 -> Treo 600 (Sprint) -> Treo 650 (Sprint) -> Treo 700p (Sprint) -> Treo 755p (Sprint) -> Centro (KB & Batt too small) -> Treo 755p & Black Centro

    Current "essential" programs: Chatter, 2day, TakePhone, SplashID, PalmPDF, 4Cast, DA, GoogleMaps, BackupMan, PowerHero, KeyCaps, LudusP, mSafe, TextPlus, VolumeCare, ePocrates, zLauncher.
  8. fushigi's Avatar
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    #8  
    I call CS probably less than annually (typically only when I replace my phone) so I'm not really qualified to comment on the quality of the support. However, what my experience tells me is that using Sprint I haven't really needed the support. Paraphrasing what Minsc said, CS quality should probably not be that high on your list of priorities unless you anticipate calling them frequently.

    I've used SPCS for something like 7 years and have had 3 phones (Samsung SCH8500, Treo 300, Treo 600). Shortly (hopefully tomorrow!) the T600 will move to the T650. Beyond activating the new phone & de-activating the old, I don't anticipate needing to call CS for anything else this year.

    As my employer pays for my phone, my wife has a separate (non-PDA) phone & her own plan. Again, beyond activation she's never called CS.
    - Fushigi
  9. #9  
    Unhappy Cingular customer for 2 years, switched to Sprint last year and haven't had any problems - with my Treo 600, Sprint coverage, customer service, or billing.

    Your mileage can and WILL vary. But I rarely have a need to call customer service, and I am well aware of where my phone will and will not work. I works everywhere I need it to, and it generally doesn't work where I don't need it (i.e. out in the boonies...)

    Remember that those with positive experiences generally will not be as "vocal" as those with negative experiences.
  10. #10  
    As long as you are careful and have folks explain every single detail of your plan, and you are sufficiently pessimistic about their motives, you'll be okay.
  11. #11  
    I think that CS should be an issue only if you expect to be dealing with them frequently (I mean, we all hope not to). I have been with VZW for seven years and have had to call them maybe once for each phone that I bought. Had I needed them more often.... who knows.
    In my NYC area, VZW covereage is clearly the best. The only complaint I hear from my SPRINT colleagues is about coverage (lack thereof).
    and it all started with a SHARP Wizard
  12. #12  
    I just switched to Sprint from Tmobile for the Treo 650. I think Tmobile has good customer service, but my experience with Sprint has been good so far too. The switchover process was very easy and they ported my number. They said porting the number could take 3-5 days but it was active within about 6 hours. I did have to call Sprint to reset my PCS password, but the CS person was very friendly and helpful and offered me a bunch of tips while we were talking (like dialing *4 to check your minute usage). I have also to agree with minsc also...how often does one actually need to call CS? During my 3 years with Tmobile I probably called them 3 times. As long as you live within your plan, it's pretty unlikey you'll run into billing issues.
  13. ksawatsky's Avatar
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    #13  
    I know that many people seem to dislike their Sprint experience, but I have had a PCS phone of one sort or other since the day after they were introduced in the Minneapolis market and have had no negatives -- knock on wood.
  14. #14  
    I have always been a verizon customer for years since they bought airtouch or who ever it used to be.

    I recently added a sprint phone and contract for the treo 650 and cheap data plan. Actually if you are a realtor sprint gives you free data unlimited vision pro.
    www.sprint.com/gesupra
    I also get 18 percent discount every month
    free pcs to pcs on plans

    any way i have spent countless hours with cust. service and the store everyone smiles and says they are working on it then after about an hour they politely say sorry their is nothing i can do are you satisfied with the service. " well the answer is no, you did not fix my problem.

    I am at 30 calls and said enough is enough i returned my treo " which had sound issues noone could hear me. and i returned it once. 2x now.

    I still can't cancel my service. I was in the store on the phone for close to an hour. and 4 calls.

    Just remember in california you have 30 days to get out of that sprint contract with no fees.

    they will smile and lie to the end of the earth to trick you. but don't let their stalling and lies trick you. they just want to stall you into thinking you are stuck or pay the cancellation fee.

    back to verizon i have had billing problems a couple of times over the years and thought they were bad. after dealing with sprint verizon is king. soooooomuch better.

    good luck just one man's opinion
  15. Silver5's Avatar
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       #15  
    Thank you for your answers. It gives me an idea of what I might experience at least. This is one of those tough decisions and I won't really know what I SHOULD have done until after I've done something...I wish I could sign up for one year instead of two; that seems like a really long time.

    As for the customer services comments, suggesting that it shouldn't be high on the list of priorities, I must disagree. Although a person might not normally call CS often at all, those few times are VERY important. If I am not treated properly when I find my phone is malfunctioning or my bill is incorrect (something that is expected with any of these companies) I don't want to find out only then that the CS is worthless.
  16. #16  
    It's a tough question I miss my treo 650 but don't miss sprint. I am still having problems with the bill. I was on the phone with one of the managers that called me back after 4 e-mails demanding help. during the conversation i stated I can't believe you don't have class action lawsuits for treating customers like this. He quoted" oh we can't be sued in a class action it is in the contract" so remember this when you sign up with sprint they don't care. and are very proud of it.
  17. #17  
    You guys who think customer service doesn't matter are smoking crack IMO. I mean if you're using a simple moto flip phone just to make phone calls then sure - coverage and rates are all you should care about.

    But the more complex your device and the more complex and varied uses you have for it (particularly WRT data services) the more important customer service becomes. And face it, the Treo 650 is pretty much the most complex device available (with the possible exception of some of the pocket PC phones) despite how 'simple' it can be to use. With a device like this, excellent customer service is a must IMO. When you need it - and face it, with a device like the 650 you're much more likely to need it than the average user - you need it to be fast and effective.

    You folks who've been settling for 'any old carrier' b/c they're 'all poor' have apparently not tried T Mobile which consistently ranks at the top of the heap in every customer service poll published. Of course people have issues with them from time to time, but they are waaaay less prevalent than with other carriers, and most importantly *they get fixed - fast*.

    Of course they're not perfect. They'll be last to get the 650 and they still don't even do EDGE let alone 3G speeds with their data. But their extremely cheap (both voice and data), and the customer service is without peer in the industry.

    I'm still thinking of switching b/c while I think customer service is important, it's obviously not the only issue. I want fast(er) data, and I want the 650. But I'd be willing to pay a little more (Cingular) for comparable data speeds (to Sprint) if I can determine that their customer service is materially better than Sprint's.

    But removing customer service from the equation? No way - it's a decision you'll regret for the duration of your contract as soon as you have a bad experience that's frustrating to get fixed - if it gets fixed at all.

    That's my $.02.

    TM
  18. #18  
    Quote Originally Posted by anthonymoody
    You guys who think customer service doesn't matter are smoking crack IMO. I mean if you're using a simple moto flip phone just to make phone calls then sure - coverage and rates are all you should care about.

    But the more complex your device and the more complex and varied uses you have for it (particularly WRT data services) the more important customer service becomes. And face it, the Treo 650 is pretty much the most complex device available (with the possible exception of some of the pocket PC phones) despite how 'simple' it can be to use. With a device like this, excellent customer service is a must IMO. When you need it - and face it, with a device like the 650 you're much more likely to need it than the average user - you need it to be fast and effective.



    That's my $.02.

    TM
    I'll see your $.02 and raise you $.02...

    Billing and service issues are one thing. But if you really think I'm going to call some CSR (from any carrier) to help me with my Treo, you're nuts.

    The first thing i'm doing is trying to solve it myself. The second thing I'll do is come here, or other message boards. What if my phone is constantly reseting? Is CSR going to know that Software X is conflicting with something else? I doubt that.

    From some users opinions a CSR can barely tackle why they got billed for this or that, and now you're trying to convince us that they all know how to debug a Treo or PPC phone? Crap, you mean when Agendus was giving me fits, all I needed to do was call my Sprint CSR???
    MaxiMunK.com The Forum That Asks, "Are You Not Entertained?"

    Remember: "Anyone that thinks the Treo should just work right out of the box, shouldn't own a Treo..."
  19. #19  
    I agree. If you have a problem with your Treo, try the boards here first. We know more than 1 a million CSRs (1 million times zero is zero). If that doesn't work, be clear that you tried ....and then ramble off a million things you tried. This will get you elevated to a relatively smart person. He/she will then take down some information and hopefully get back to you. At which point you come back here and tell us what you've heard from them. We will decipher it and work to solve your problem before those clowns get back to you, if indeed they do. :-)
  20. #20  
    Customer service does matter a great deal if you have a high end smartphone that is new in the market, like the T650. If I didn't know how to solve most of my own software installation problems I would not choose Sprint PCS.
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