I have had Sprint since 1998 (never churned them), have been a solid PalmOS user since 1997. Sprint customer service used to take an hour to get through, but they could often fix things if you had an hour to wait on hold. Now, you can get straight through to service reps, but their actual "service" has gone even further downhill than ever. EXCEPT if you have a plain vanilla question that is covered in the first couple pages of their scripts.
From readings on consumerist.com, they've apparently outsourced their customer "service" to a script monkey farm where rampant drug abuse, sex in bathrooms and other nefarious acts are common behaviour, and the people who give a darn about the quality of their service won't stick around long. http://consumerist.com/335361/sprint...-on-first-call
Looking beyond the beating they give you as a customer, Sprint's actual cell service is often pretty decent. You get the occasional echoing sounds, and they're miserable around areas like Cambridge, MA and many others, but much can be overcome with their roaming plan - which uses Verizon and other more reliable carriers (even for data). In my metro area they've usually been pretty solid the past few years.
I think the changes their new CEO Hesse is making is toward positioning Sprint as a more premium company than they've acted like. However, in doing so they seem to be clamping down hard on the fools who have stuck with them through the years of hell - upselling attempts on EVERY call if we want to "simplify" our bills (read: receive an accurate bill that reflects the plan that was contracted for. Funny how Sprint's "mistakes" on my bills for over 10 years have ALWAYS been in their favor!).
Predicting if my Sprint bill will be close to accurate in a given month is harder than predicting the weather in 2010.