Flag Sprint - Nextel Customer Service Review

Please use the form below to report a comment to us. We do our best to monitor user customer service reviews and we have zero tolerance for profanity, personal attacks and other malicious posts.

Thank you for taking the time to bring this review to our attention.

This is absolutely ridiculous! I had been a loyal customer to Sprint PCS from September 2011, when I first received my HTC 3D with 4G capability, to December 2012. In January 2013, everything went to hell. My phone kept being dropped from the network beginning in January. Called on multiple occasions to check why. I would spend nearly 2 hours on a phone call with Sprint customer service, being transferred from one department to the next without anyone having any idea why I kept being dropped. Ultimately, at the end of the phone calls, someone would come onto the line and say “there has been maintenance going on in your area and a ticket will be created” which, after being told that so many times, sounds like a ‘we have no idea what happened’ statement.

From the problems beginning in January through April, I had to go through a troubleshoot session, a factory reset, and hard reset with every call and visit to their store. It got to the point where I didn’t even bother to personalize my phone because there was a possibility of having to reset it.
All of this boiled up to me absolutely having to replace my phone and it had not been the first time I requested for it to be replace. After 5 and ½ hours of being hung up on, transferred to one wrong department to the next, being yelled at and hearing excuse after excuse, all on my roommates phone, I was finally getting a replacement phone. Found out that it all more than likely stemmed from a repair that had been made to the phone in October 2012, apparently a refurbished motherboard. I was told that I would receive a brand new replacement phone within 7-10 business days with no option for rush delivery. I never received a tracking number for the new device and waited about 2 and ½ weeks before calling them again. I called and was told that my device was returned to sender because my apartment number was not included in the address…after nearly 6 hours, and confirming the address twice, they still didn’t get my apartment number!! What’s worse is that couldn’t call me to let me know!!!

So, I resupplied them with my correct address and received the phone within 4 business days. Got the phone (late March) and there was already water damage (the normally white slip was pink). I cancelled my insurance on the phone (early April) because this replacement phone should have been able to last to the end of the contract and I was ready to move on. I was even thinking of adding a line for my sister. Not too soon after, the phones motherboard died [again] less than a week later. That was the absolute last straw. I had no service from the time the phone’s screen went black (Monday, April 29th) to the earliest time I could port the number to another phone service company (Friday, May 3rd).
Soon thereafter, called Sprint to tell them that the services paid for were not being properly rendering, i.e. voice, data, text, insurance, given a lemon phone on multiple occasions, etc. was told the Early Termination Fee (ETF) would be waived and would receive confirmation. Never did. Instead, I called back, worried that the issue had not been resolved, and explained the situation again. Apparently, whomever I had spoken to did not document anything and I was told that, on their end, there was no fluctuation of service over the last 7 months and I was told by Kellen in escalations that “…I don’t doubt that you experienced connectivity problems, but on our end there was no significant fluctuation…” So, all the calls and the visits to the stores, the screenshots of no network, and ‘attempting to connect to network’, was summed up to him to be “some connectivity issues.”

During all of this, I had missed important calls from loan companies, my family, friends, and prospective jobs; not to mention a time when I was stranded on the side of the road after getting a blown tire. If it wasn’t for a local shop keeper, that barely spoke English, bless his heart, I would have lost my job (no call, no show is an automatic termination) and would have had to walk nearly 10 miles back home in scorching Florida heat, in heels, in less than savory areas.
My roommate, having seen me go through this from the beginning, will not be renewing her contract. I have told all of my coworkers my experience and they will not be switching to Sprint. Told my friends, who will also not be renewing, and it will not stop there.

I have got documented proof i.e. their notes, my notes, phone screenshots, receipts and more. All of this could have ended with a simple “We’re sorry for your experience, we hope to have you back as a customer in the near future, please disregard the ETC notification. Have a great day.” But unfortunately, that could not be done.


While You're Here...
  • Add new companies
  • Update listing information
  • Rate a company
  • Leave your comments
  • Link a YouTube video