Attention Sprint customers and Ex Sprint Customers. I sent an email to the CEO of Sprint and I am patiently waiting for a response. I am sharing this email with you to tell my story about my horrible experience with Sprint and so that you may contact them as well with your concerns. Thank you for reading ahead of time and hopefully Sprint will "Do the Right Thing".
To Whom This May Concern:
I was trying to reach the CEO of Sprint, Daniel Hesse and I am hoping that my email does not get overlooked and deleted. My name is Lauren ****** and I was a customer with sprint for almost two years (which would be the length of my contract), however the amount of frustration, dissatisfaction with the customer service, and lack of empathy from the entire call centers proved to be too much to deal with and I cancelled with Sprint in November of 2012. I am still receiving a bill by the way to this day. My problems with Sprint started the moment I signed up. EVERY month I had to call in with questions about my bill and charges that would be credited back to my account because Sprint, "made a mistake".
I bought the HTC EVO 4G, and within less than a year had multiple insurance replacements through Asurion, who is a complete SCAM in my opinion, and I was given refurbished after refurbished phone. EVERY phone I was given had some type of technical problem and after multiple trips to the Sprint store, (where waiting for hours with no resolution except a factory reset, which was a common thing) my problems were not resolved and I was treated as if my value as a customer with your company did not matter, and that I was bothering the employees. I wasted my time, money, gas, and energy on a company that did nothing more for me other than push me around from person to person and never took blame.
Eventually, still calling Sprint customer service and telling my half hour long story to five different team members, to eventually being hung up on and cursed at, I called the so-called Sprint escalation team and spoke with a representative who offered me a phone of his choosing that I was willing to compromise with. I didn't have any problems with my NEW phone which I firmly believe I should have been given much sooner. Until I had to make yet another insurance claim.My phone had broke and I paid the deductible once again. By the way a side note, I was informed that I shouldn't have had to pay a deductible for a refurbished phone on any of my other claims that were technical problem related, but yet Sprint still took my money over and over again. I received my "new refurbished" phone, which I think is a joke because I work in the video game industry and I'm well aware of what the word "refurbished" means, and I had more problems with that phone after a month of having it. EVERY phone I was ever given through Asurion was "broken" with software issues. It blows my mind to know now that Sprint and Asurion honestly rip people off of their hard earned, working class money, and laugh in your face when you need yet another insurance replacement. It's all a complete scam.
Mean while I'm still calling Sprint EVERY month to fix my bill.I left in November 2012 because I had reached my breaking point with Sprint. I made a claim once again to Asurion for a cracked screen on my phone. I paid the deductible, and I was shipped a phone that literally had no sound! I'm laughing as I'm typing this because it is pathetic that an employee who is associated with YOUR company didn't do their job and shipped me a broken phone! That is a SERIOUS customer service issue and a SERIOUS issue with the type of people who are working within your company.
I believe this is your "Corporate Policy".
Sprint's Corporate Policy Statement
"Sprint's vision to be a world class company, the standard by which others are measured, includes a commitment to developing a world class supplier base that is reflective of the communities we serve. Over the past decade, Sprint has shown significant gains in purchases from women, minority, disabled veteran and small businesses. It is imperative we continue to identify and utilize a variety of quality suppliers who are able to meet our business needs. These mutually beneficial relationships help diverse businesses succeed and Sprint gain a competitive supplier base and access to broader markets. In order for Sprint to remain a leader in the integrated telecommunications industry, it is the responsibility of each Sprint Employee to be inclusive in their daily business decisions when selecting the best suppliers for our company."
How can you possibly live up to this mission statement when you are not only selling a product that drops calls, has horrible customer service, and employees who can't even perform their job correctly? You are also partnered with Asurion, who in my opinion is making your company look horrible!
To make matters worse, when I terminated with Sprint after being frustrated and feeling like I had been robbed, I was lied to about what my termination fee would be. I was also still charged for a replacement phone from Asurion because they "shipped me another one" in replace of the broken one I was sent in the first place. After receiving the second "refurbished" phone I found that it had a technical problem and a cracked screen and tried to make another claim. I was told I had reached my allowance of replacement phones. I was willing to fork out yet another $100 for another phone just so I could have a phone! They denied me a replacement and basically told me I could continue to pay my bill for a phone that I could not use and offered no solution to my problem.
The replacement phone I was sent (the one without sound) and my original phone (with the cracked screen) I shipped out in the envelope to Asurion/Sprint, and yet I received a threatening voice mail stating they never received it and I was going to be charged $500 for each phone. I am appalled at the lack of customer service from your company and I am insulted that Sprint is basically calling me a liar when I mailed both phones back! What am I going to do with two broken phones seriously?!? I called Sprint customer service and was transferred to the escalation department once again and I had to tell my story to five more employees until I reached a "supervisor" who told me he was going to take care of the termination fee for me and waive it and that he was going to contact Asurion and get them to take care of the $100 deductible and I would owe nothing and we would be "even" considering I left Sprint and went with another provider.
I just got a bill stating it's due in February 2013 for the same thing. I refuse to spend another penny on a company that never valued me as a customer in the first place, robbed me of my hard earned money, and lied to me over and over again. I'm sure Sprint will happily place that statement onto my credit report as well just to screw me over one last time. I used to talk about Sprint like they were a God send when I first got my phone. I was happy with the amount I was paying for my bill (when it was correct). I was happy with my new phone (not the refurbished broken ones I was sent). I was happy with my service (until I moved into a so-called dead zone), and I even had my own mother and sister create an account with Sprint.
Since then I have told every person I can think of about the horrible way I was treated, and my mother has also left your company because of the lack of customer service and billing issues as well. My sister will be leaving as well because she is dissatisfied too. It can't be just me. I've read countless Better Business Bureau claims, Rip-Off Reports, and complaints from dissatisfied customers all over the internet.The lack of concern and lack of empathy for your loyal customers is really disappointing. A true "leader in the integrated telecommunications industry" would never treat their customers the way I was treated. I have read countless reviews about your company from millions of customers and it just goes to show that Sprint will never be a true leader because the customers make the company and you are losing customers, day after day faster than ever. A true "leader" would take responsibility and not pass the blame onto someone else and make things right. A true leader would train their team properly to make sure they were no longer losing customers but gaining them. A true leader wouldn't be concerned with lining their pockets for million dollar homes with the earnings of hard working Americans, they'd be concerned with giving back to the community and making sure that the company was growing not dying. A true leader learns from their mistakes. A true leader values each and every customer.
I am a leader, because I learned from the mistake I made by signing up with Sprint the hard way. I am a leader because I will make sure consumers like myself are no longer taken advantage of by telling them my story. I am a leader because as a Manager, I would NEVER treat my customers the way I was treated and I would do everything in my power to make it right, and I'm not even the CEO! I'm just an employee who not only values my job, but values my customers because without them I wouldn't have a job! Remember one bad experience, people tell EVERYONE.
It seems your company is losing its value, and people no longer have trust. Trust is earned and you've broken mine. It will be very difficult to gain it back. However, if you decide to make it right for me, maybe I'll give you the common courtesy to explain to ex customers of yours and potential new customers that even though I had a bad experience with Sprint, they did the right thing and that is respectable. It would be a step in the right direction, and baby steps are better than no steps.
If you take the time to read each and every email, letter, and complaint about your company maybe you would learn something. Maybe you would learn that what you so desperately seek to have, which is exceptional customer service and loyalty is right in front of you. That's the difference between your company and your competitors. But who am I to give you advice you seem to be doing well for yourself and I'm just a number and a paycheck to Sprint, I forgot.
Don't let this opportunity slip you by to make things right. Prove me wrong and show me that you do care about your customers.
"Power and Responsibility to Do the Right Thing" (Yet another mission statement from Sprint)
I hope to hear from you soon.
Sincerely and Respectfully,
(Lauren from Mount Laurel, NJ)