This is a bit long…
Let me preface this post by stating that I have been a customer for roughly five years. Yes, for whatever reason I have resigned a contract a couple of times. Prior to this latest experience, my customer service interaction has been the “typical” Sprint way. We all know what I’m talking about. Sprint has been notorious for dismal customer service. At one point I was in a Sprint store because my phone started getting horrible reception. After waiting for 25 minutes, I was finally seen by a technician who basically did nothing (checked software updates and a couple of other things). At this point, I asked them how much it would cost to get out of my contract and I was told to take another number and wait in line and I could get the answer to my question. Yeah, this is the kind of customer service Sprint is known for. However, read on…
In February of this year (2007) my contract was finally up. I seriously could not wait for this day. The only problem was that I wanted to get a smart device / pocket pc so that I could get work email, qwerty keyboard, media player, open/edit office documents. All carriers charged outrageous amounts for their unlimited data plans. I’d also read that some networks, like Verizon, did not endorse streaming audio / video and that this potentially could cause issues. I’d also read that Verizon also had a cap on the amount of content downloaded. Again, this was all what I had read – right or wrong… didn’t much matter because they still charge more than twice what Sprint did for their data plan. Quite a few managers at my work used Sprint for their business phone, so I decided to go ahead and renew my contract for another two years. I went with a Palm Treo 700wx. Hey, updated version of the Palm device that was supposed to fix some previous issues… how could I go wrong? Well, let me tell you… what a piece of crap. After a month, I had to get a replacement since mine stopped working. Eight months later, my Treo is just as crappy as the day I got it… sigh.
I finally couldn’t take it any more so I went to the Sprint store to see what options I had. I was told that I needed to take it to a Sprint repair facility – Ok. So, I drove a couple miles down the road to the next Sprint store which conveniently had a big sign that said, “Sprint Repair Facility”. Sweet! I was told that they are not a corporate store and that if they gave up inventory that it was out of their supply and not Sprint’s. They told me to take my device to a Corporate store and they might be able to help me. So… guess what… I did just that. Although my technician was very kind and wanted to help me, he was told there was nothing they could do other than run tests on the device which would take 45 minutes to an hour. If it failed the test they could swap it out with a new Treo 700wx… exactly what I didn’t want… This phone sucks.
I returned back to work where I pulled up Sprint’s website and found a Sprint Customer Care email address and here is how it played out
First Email
“Hello. In February, I had plans to change Service Providers due to the poor cellular coverage and customer support I had always received from Sprint. Many friends and co-workers ridiculed me for renewing my contract – Apparently, I should have listened. Please continue reading, as this in not an unwarranted rant.
For the line of work I am in, it made sense to get a smartphone. Since much of our systems at my company are Windows-based, I decided to go with a a Windows Mobile compatible device. Because of it’s recognition, I bought a Palm device. Unfortunately for me, I chose the 700 wx instead of the 700 p.
After I bought my phone (I spent over $400 with charger) my device was flaky, at best. A month or so later, it stopped working completely. I took it to a Sprint store and it was replaced a few days later with another 700 wx (unsure if it was refurbished or not). So, I’ve had this “new” device for some time now and it is just as bad, if not worse than the original device I had. Here is a summarized list of the issues I am having: Overnight Battery Discharge, dropped calls, missed calls (without notification), missed voicemails (without notification), poor (or no) responsiveness in the operating system, uable to turn volume up/down, horrible blue-tooth support, Applications lock up periodically, digitized sounding reception, etc (you name it).
So, with all these problems (and the fact that I have the total equipment coverage) I thought I would text message customer support. I eventually spoke with a chat csr and was told to take it to a physical store location. I did that today and was told to take it to a repair facility store. I did that and they in turn told me to take it to a corporate store. That, again, I did and was pretty much told I was out of luck (in so many words). I was told that they could run test which would take 45 minutes to and hour and then if there was an issue they would replace it with another refurbished 700wx. At this point, I am really frustrated as you can imagine. I talked to the technician and he recommended that I call the Asurion (sp?) number. So, I did this and was told that I could have it replaced with a refurbished device for the cost of the deductible. Ok, now I’m extremely upset. I do not want this device. I nerves me to no end that Sprint can carry such a shoddy product and give little option for their customer to exchange it out. I’d be fine if I had the same device with the Palm software (or the 755p). Supporting this product with the Windows Mobile 5 operating system is a mistake, in my opinion. I use my device for work and I can not depend on it. This is not what I look for in a cellular contract.
This is the last time, I ask a representative – “What are my options?” If it is the same answer I have received five times now, please forward this to someone who might have a different answer. If upper management then has the same answer, please instruct me on contract termination fees and the process for doing so. I’m very frustrated and would rather pay termination fees and for a new device with Verizon or AT&T than go through this hardship.
Thank you, Jason”
I was then asked some account information… blah, blah, blah…
First Response From Sprint
“Dear Jason,
Thank you for your reply.
I can understand that it is really frustrating, when the phone does not work properly.
We have not received any such complaint for Samsung in the past.
However, as you have mentioned that you are facing issues with the phone, I have forwarded your message to appropriate department, so that they can test the phone.
I appreciate you for taking time to write to us about the issue and giving us a chance to improve our services.
Further, I noticed that the current handset is under 1 year manufacturer’s warranty. You may contact the Palm manufacturer to get the handset replaced in case of a manufacturing defect.
Also, you have been our very loyal and a valuable customer. If you feel contacting the above departments will cause any inconvenience, you may also write back to me. As an exception, I will order a new handset as a replacement for you. This new handset will also be of the same model as your current one.
If you wish to have any other model of the equal cost, simply reply back to me. I will order the handset of your choice.
Please feel free to let me know how you wish to proceed. Also, if there is anything else I can do for you, do write to me. I will be more than happy to assist you.
Thank you for emailing us. We appreciate your relationship with us, and look forward to serving you in the future.”
Huh, Samsung? I don’t have a Samsung
Sent a brief email stating that I did not have a Samsung…
My Response to Sprint
“Thank you CSR. I appreciate you response. What I really want to
happen is to have my deviced replaced with a different one all
together. I need the smartphone capabilities for my job. This 700wx
is worthless. The only smart devices I am aware of other than this,
for Sprint is the Mogul or 755p.
Again, I appreciate any assistance you can give me with getting
something other than the wx.”
Sprint’s Response
“Dear Jason,
Thank you for your reply.
Yes, you can definitely can a replacement for the current handset with Mogul or Treo 755p.
Please write back to me with the handset you are interested and I will more than happy to send you the handset.
Thank you for contacting Sprint. We are here for you!”
My Response
“I want to tell you how much I appreciate your help. Sprint Customer Service has a bad reputation, to be honest, and I have to tell you, I’m not so convinced of that now – after your help. I have had poor customer service before with Sprint but will not be so quick to judge now.
Considering I need a smartphone device – I have done some research and both the 755p and Mogul are getting good reviews. I would like to have the HTC Mogul. I still think the Windows Mobile integration will be easier to integrate into our companies infrastructure and the WiFi is a plus.
Thank you, again for your help. Could you please let me know when it will be sent out and when I can expect to receive it? I will have it sent to my work address so I can more easily take it to a Sprint store for activation.
The address is: …”
Sprint’s Response
“Thank you for motivating me through your words of appreciation.
I thank you for taking the time to write in and let us know where we went wrong, and for your incredible patience with us.
Further, I have ordered the Mogul phone along with a return kit. It will be delivered to you within 3-5 working days. Please send back the Palm Treo 700w in the return kit as soon as possible so as to avoid the full charge of the handset.
Thank you for emailing us. We appreciate your relationship with us, and look forward to serving you in the future.”
So… I’m happy with how this played out. It’s now two business days later and I anxiously await the arrival of my HTC Mogul.
