- Report: #1069405
Report - Rebuttal - Arbitrate
Complaint Review: Sprint
Sprint6391 Sprint Parkway Overland, Kansas USA
Sprint Being held hostage to HORRIBLE company Overland Kansas
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I have been fighting with Sprint about my poor service for basically the whole term of this contract. My service is terrible, calls dropped, no signal at all, phones, freezing, battery swelling, poor reception, muffled calls, poor customer service and various instances of wrong information given by the reps. I have gone through plenty of reps, via the phone and in store, the regular stores and corporate stores, supervisors, account services and even some lady from corporate who is just as unhelpful as the people below her. The Sprint company takes zero responsibility for these issues and i constantly get the run around when I try to get assistance, yet they promptly remove the money from my account when its time to pay this bill.
I have received plenty of credits here and there, but none of them are worth the hassle or are barely a fraction of what I pay. There are 2 phones on my account, both having the same issues and the phones have been replaced, but still the same problem. But when you speak with the reps, they tell you its your phone. How can that be? Its been switched? When that answer doesn't work on you, they tell you its a bad phone in general. How can that be? You sell this brand, so why sell a product you don't think is any good. If that doesn't work, they tell you its your area. How can this be, the rep 10 minutes ago said Im in a great coverage area. And how can this be, if the phones (which are used for work) are used in different areas throught the day, across the state. Oh and by the way, we have had 2 different brand phones on this same Sprint account in the past, have lived in 2 different states during this time as well... so the whole "its your phone, its your area, etc" argument kind of goes out the window. We have also had an instance of the in-store rep crashing our phone while trying to work on it and update it and vowing to get us one 2 days later... which is still unacceptable for a phone needed for business. Regardless, the phone came a week later. Their response? It was UPS fault for not delivering, it was Sprint corporate fault for not sending and it was the phone's fault because it just "happens randomly". How did they fix this? They didn't. Not a loaner phone, not an expedited shipment and only an iinsulting offer of $12 for the inconvenience.
Nothing gets resolved and no responsibility is ever taken by this company, which is why I just want out. The contract is over in April... its is now July. There is no way I can go this many months, having poor service or even NO service at times. Having a severe health issue as I do, it is more than critical to be able to make calls. Why are we spending $150 per month and can't make a call if needed? That is ridiculous. However, Sprint will be added in any future suit if anything happens to me and my service hinders me from getting help. Believe that.
I am told I can leave Sprint at any time, as long as I pay the fee to terminate. I should not have to pay a fee based on the fact that I signed a contract with the whole purpose of having phone and data service and I go hours and sometimes days without them working properly. But again I pay my bill, which means Im keeping up my end of the contract but they aren't keeping up theirs. So basically, unless I pay, Im being held hostage. The weird thing is, they will on occassion offer credit for my issues, but I rather not have the credit, just put that on the fee you want me to pay and we can cut ties all together.
I have spoke with someone from corporate, a Susan Mansfield, who had zero empathy about this situation and was told according to their records, Im getting above satisfactory service. Yet every time she spoke with me it usually was a muffled call or even went to voicemail because MY CALLS DON'T GO THROUGH CONSISTENTLY... but this is above satisfactory? I should not have to be penalized for wanting to go to a company where my business is appreciated, my complaints are addressed and where customer service is number one.
I made the mistake of choosing Sprint based on their special pricing, but its not worth the headache. I much rather pay more and know things will be fine instead of paying less but have to call or complain EVERY week. With Sprint, you truly get what you pay for and they will never get a recommendation from me to any new customer. I work in customer service and have also owned a business and I know keeping customers happy should be the first order of business, but apparently not with Sprint. They don't care if you are happy....they rather hold me hostage as an unhappy customer who has no problem telling the world on every forum possible and every one I know about how they operate. Apparently me maintaining the contracts are more important.
There has been no offer of compromise, no offer of anything, well wait, with the exception of offering to upgrade my phone. Now why would I restart a contract with them? WOW! Again I have 2 phones on my contract, which equals 2 fees. They aren't even willing to let me out of one of them without paying. So Sprint, we all know good news travels fast, but bad news travels faster. Apparently you are willing to take that risk. A multi-million dollar company, rather not lose $350, but rather have their name dragged through the mud and lose potential business. Oh. Ok. No problem.
This report was posted on Ripoff Report on 07/23/2013 12:28 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sprint/Overland-Kansas-66251/Sprint-Being-held-hostage-to-HORRIBLE-company-Overland-Kansas-1069405. 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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