ED Magedson – Founder
Sprint/NextelNationwide United States of America
Well, where do I start? I'm part of what must be another Sprint horror story and something to add to the saga of deplorable customer service experiences. Mine starts off with my previous phone which was the Palm Pre. While this report does link into Asurion, I have to say I blame Sprint for endorsing a company that sends out crap, then not helping out their customers when they call in to complain.
It started with an issue that struck my phone, the Pre. Now, I called in because I need a phone to hold my contacts, my calendars and everything in between, lets face it, the smartphone is most peoples lives. Top that off with the fact that I was living in a homeless shelter at the time and you have a recipe for utter disaster. My phone was my link to jobs, apartments, basically as I said, my life and all Sprint did was allow that to be screwed up. I call Sprint and am on the phone for HOURS and luckily get a discounted replacement, so I pay the full $100 and they credit my account for $50 of it. Lets face it though, none of that money was REALLY going back in my pocket. I wait a week and the replacement arrives. This is when the fun begins. The first replacement I receive, it wont even turn on. I call, I send it back, the second replacement, the screen stops working about an hour after I get it. The third replacement, microphone doesn't work. This, all in the space of about a week or so. I've now had 4 Palm Pre phones and each has had a different issue. I decide I have had enough, I'm done with this replacement business, I've paid them my "$50" for a replacement, expecting it to work, and I'm now on number 4. Not only have I had no access to my family, I've now lost a job prospect because I had no way to be contacted. Which is fine, I'm over that.
Enter my HTC Hero, which I love. It's more advanced, it does everything, it looks awesome. Then, with me sleeping at a shelter, it gets stolen. Fine, crap happens sometimes. Now, back on the phone to Sprint. I pay the full $100 for the phone this time and the phone is shipped to me promptly, so I'm happy. Meantime, I go ahead and tell my friend how great Sprint has been in general and offer to have her on my account so she can get these great Sprint rates. She gets the hero also. Her phone starts to have issue, she replaces the phone through Asurion. No sooner has she text'd me telling me her replacement is having issues, and mine starts acting up. My phone refuses to run, it force closes everything. I start it up and the OS won't even load! Now, its an intermittent issue so I let it slide. I can use the phone basically most of the time, and its cool. Well, as of late, it decides it is just going to be awkward and I've had enough. I call Sprint and they tell me, "Well we can send you out a Blackberry <whatever> for free, after you pay $50."
Let me get this straight...("$50" + $100 + A New Line of Service + Plan Upgrade) You want me to pay even more money for a REFURBISHED blackberry that probably isn't comparable to my phone. No. I bought an ANDROID for a reason. If I wanted a BLACKBERRY then I would have BOUGHT a BLACKBERRY. I tell them if anything it would have to be another Android and I tell them I'm interested in the EVO. Well, I knew the results of that conversation before I even started it but I thought and hoped that after all this crap that happened to me, and the money I pay monthly, the replacements, the fact I opened a new line and upgraded everything that it might mean something. Obviously not, I'm just a number to Sprint and their associated companies. They could not care less about anything thats happened to me, they offer absolutely deplorable customer service, and I'm not even talking about the rudeness of the reps I've talked to. The ones wih such replies as, "Well what do you want me to do about it?" "Yeah, that doesn't concern you so forget about it" (When I tried to complain about a rep). LYING supervisors, and overall bad attitudes. Needless to say, I will be cancelling service soon and moving to another carrier that was suggested to me. As will the other line on my account.
I'm furious right now, and I feel like Sprint has the best plans because they have to rope customers in. No wonder I always get people crinkling their nose when I tell them I have Sprint service. I'm going to be contacting the attorney general and the better business bureau soon because I'm not paying cancellation fees of $300 for a company that's bent me over and screwed me repeatedly. In words and actions.
I expect that when I make an investment in a company and show faith in their services/products that I should be compensated, not treated like they don't care especially after a combined problem with around 6 REPLACEMENTS, on my line and the other. At this point I'm through with their refurbished phones, their "credit backs" and their overall attitude of "whatever, just pay us".
This report was posted on Ripoff Report on 11/24/2010 07:40 AM and is a permanent record located here: http://www.ripoffreport.com/r/SprintNextel/nationwide/SprintNextel-Asurion-equipment-failure-bad-service-Multiple-locations-Nationwide-665135. 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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