Report: #266304

Complaint Review: Sprint Pcs Cellular Service, Corp. Store

  • Submitted: Thu, August 09, 2007
  • Updated: Fri, August 10, 2007
  • Reported By: greenville Texas
  • Sprint Pcs Cellular Service, Corp. Store
    Rockwall, Tx.
    Rockwall, Texas

Sprint Pcs Cellular Service, Corp. Store Illegally Added (2)X($5 mo)Service features; Continual Text chg's after 4 requests/complaints 2 block/cancel after $102.00 refund to my acct; 50% dropped calls. Rockwall Texas

*Consumer Comment: a few thoughts

Show customers why they should trust your business over your competitors...

After 5-6 years with Sprint I'm fed up, Sad thing is I've been told by other cell users with diff' providers, same problems exist industry wide.

I renewed my contract with Sprint Jan. 07, and have 3 lines. Was told early service cancellation fee was $200.00, about same as when I added my 2nd phone 5 years ago. Now I am told by customer Svc., the charge is $22.00 per phone.

When I renewed in Jan. 07, it was because I was told when I called about adding a 3rd line, that my cell phone was over 3 yr's. old and I was eligible for a FREE upgrade. When I drove to the Corp. Store, (a 27 mile drive) I was informed I learned I had to renew my contract to get a new phone w/ upgrades, but the only free phone on display, had less features (a plain vanilla) than my old camera-phone. All other phones after disc's. and rebates would cost $29.95 and up. The new phone with the same features I had was the Moto-razr. I paid $85.00 to get it and when the sales man discussed my new plan I informed him I DID NOT WANT Text Msging, as I never use it - I'm 62 yrs old.

The new phone was faulty within 60 days (I had purchased the replacement program.) I was given a new phone, and within 30 days, I began experiencing alot more dropped calls, which in the months that have followd I've experienced approx. 50 % +/- dropped from my rural business property and other places where I used to get good service.

Since Jan. 07, I also began being charged for Text Messaging every month, though I did not use it but 2 diffeent occassions to see if there was actually a text message from my 3rd line user. Both said, "call Jeffrey", the same message I had recieved from voicemail notice at the same time. When I asked jeff why he sent the Txt Msg's, he said he didn't even know how to do it.

Each time I have called about the Msg'ing charges, I have been assurred they would stop immediately, yet they have continuedto this date, even after recieving a $29.00 credit refund on my last bill which shows 12 Text msg'es and $1.80 worth of charges.

Late July 2007 I went to the store and had my Motorazr phone checked. The tech's added new software upgrades and said I should see a big improvent in dropped calls. The next day (sat.) Sprint Servey Dept. called and about 10 minutes into the survey call, from my home/office, the call was dropped, and it continues to this date. I had a customer call me repeatedly for 30 minutes, but every time I answered the call was dropped - by my phone. I am loosing business and it costs me over $900.00 for classified ads in 3 counties.

Just (1) wk. before I went to Mesqute, Tx. Sprint Corp. Repair Center in late July, I called the automated line to pay my cell bill (2mo's) but my phone dropped EVERY CALL for nearly an hour before I could pay my bill. Then my wife brought me her (2 yr. old) cell phone with external antenna, and I connected instantly and was on the phone for over 2 HRS. paying my bill and discussing my service plan & charges. Then, WHAT A SURPRISE!!!

I found that as of May 10, 2007, without permission or request from me, Sprint Customer Service (or someone internally) had added two new charged services to my acct. (I'm the only one who knows my password.) I was being charged $5.00 mo. for photo imaging /milling., and $5.00 a month for video imaging/milling. I had them cancelled immediately

Since May 2007, my monthly phone billl had increase approx. $12.00 or so. While I was on the aforementioned 2 hr. (Micall on my wife's phone in late July 07, I had to PERSIST with a Customer Service (young man), who was only willing to give me (1) month credit of (10.00) on back charges for the 2 milling services and $1.95 for illegal Text msg. charges.

His reason why he could not go further back than 30 days was, "they (?) were now operating under a new program) When I received my current month bill for July it showed a credit of $102.94 for the refunds on phony milling and Text msg. charges, which went back to January 07.

And finally, when I talked to the young man in Customer Svc, and also a lady at the Mesquite \, Tx. Corp. Repair Center, they both infomed me that to cancel my service would cost me $200.00 per line # x (3ea.) or $600.00.

As I see it, they have violated my trust and my contract agreement and therefore they have defaulted 1st, by repeated false charges and have even refused to let me turn in this lousy motorazr and give me an $85.00 credit that I paid for my Razr, which is only fair, so that I can get a cell phone with external antenna and the same features, that I have asked for. They just say, bring in the phone to the repair Center and I will be given another Motorazr. That would be the 2nd replacement and there is a limit of 3 phones under the Equipment Protection Policy I pay for. I can see where this is going too - 14 more months of extremely lousy service and battling monthly over the continual Text Msg charges.

I am ready to cancel my contract and change my service and take my phone #'s and I would welcome a class action lawsuit if anyone else is interested.

To overcharge me $1.60 or 2.00 a month for Text msg's is small change, but if they are overcharging only 1/2 of their customers (over 5 million customers they claim); that potentially is about $12.5 million extra PER MONTH.

THINK ABOUT IT!!!!!!!!!!!!!!!!!!!!!!!!!!!!

greenville, Texas

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#1 Consumer Comment

a few thoughts

AUTHOR: Joe - (U.S.A.)

Just a few things I have learned from my dealings with Sprint.

if you have multiple lines on one account, it may be necessary to make changes to each individual line rather than just expecting what you do on one line to be done on all lines.

it is possible to add picture mail to a line without having the account password. When you attempt to send a picture, or on some phones view a picture sent to you it will tell you that there you would need picture mail to use the feature, and there is a cost.

it is possible to prevent other lines on your account from getting certain features (picture mail, vision services, ringtone downloads ect.)

I would expect that Jeffrey is the real culprit here. It would appear, if he admits it or not, he knows how to text. It is then not that far fetched that he would tell you that he may have 'accidentally" added additional services to your account.

Of course you have to renew your contract to take advantage of the "free" upgrade.

Your dissatisfaction with the phone itself is understandable, however any important electronics purchase should be researched. It sounds as if you picked that phone because it was attractive and had lots of bells and whistles. I have a great phone with an external antenna, and there are areas that I cannot get a good signal, thats just kinda life sometimes.

If the phone is truly that horrible, just buy a different phone. If you're sure there is nothing technially wrong with your phone, sell it and that way you are not really out the cost of a different one.

I am not a big fan of sprint either, but very little of this sounds like they are to blame.
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