- Report: #990268
Report - Rebuttal - Arbitrate
Complaint Review: Sprint Wireless
Sprint Wireless6391 Sprint Parkway Overland Park, Kansas United States of America
Sprint Wireless Loss of Cell Phone Wireless Coverage in the Herndon, VA area Overland Park, Kansas
Up until 6 weeks ago, I was very pleased with my service from Sprint for both my wife and myself wireless cellphone requirements. Every since six weeks ago, when we moved to Herndon, VA, our HTC Evo 3D cell phones that were less than 18 months old stopped working. As of tonight, 7 phone calls to Sprint customer service and one visit to the local sprint store and no luck. The first 5 phone calls over with Sprint technical support verified that 3 cell phone towers within my residential locations where operating at under 12 percent capacity.
Basically, we have had zero phone coverage out our house for the past 6 weeks and every time I talked with a technical support person, they said it would be another week or two weeks to update the cell towers. We've attempted to reset the phones etc with no improvement every phone call. Everyone of the phone calls, I was told that I would be credit back for the six weeks of service once the service was restored. As as family with a special needs child in the house, I informed Sprint that we had to have phone coverage, or we would have to cancel and go back to Verizon.
My Verizon work cell phone works perfect at my house. Today, after 2 phone calls and over 60 minutes of talking with customer service and a supervisor, I was informed they would cancel my contract without an early termination fee (there's like 3 - 6 month left on the contract) as long as I returned both phones that I bought on Amazon Wireless. Recently, I just paid $150.00 for my wife's HTC Evo 3D to have a new screen installed since they old one stopped working. I explained to the supervisor, that I should not have to return the phone's that I paid for and paid to have fixed, and that I wanted my last months bills of $133.58 credit back to my credit card as was stated would be done by the technicians during the first 5 phone calls.
The supervisor stated that he was not able to credit my account for any lost time due to the cell towers being unoperatable, even though he could see all of the phone calls were dropped with less than 30 seconds into the call or never went through for the past six weeks. The supervisor also stated, that in order to cancel the contact, I would need to return the phones that I paid for initially and paid to have repaired this past month and that they would not be able to credit me for the past month of not being able to use the phones.
Both the supervisor and the customer service representative told me that they agreed with me that I should be extremely upset and should not have to pay for any service that was not able to be utilize or early termination fees, but that they could not help me out.
Horrible customer service at its best. Immediately after the phone call above with the supervisor, I walked into the local Apple store and bought two iPhones on the Verizon Wireless plan. Sprint Corporate managers can please feel free to read my account status with Sprint Account Number 179146273. I will be posting this comments to ripoffreport.com, the Better Business Bureau, and Consumer Reports.
This report was posted on Ripoff Report on 01/02/2013 07:18 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sprint-Wireless/Overland-Park-Kansas-66251-4300/Sprint-Wireless-Loss-of-Cell-Phone-Wireless-Coverage-in-the-Herndon-VA-area-Overland-Par-990268. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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