Sprint Phone Service

I finally decided to blog while waiting on the sprint customer service line. I’ve had lots of time to think about doing this, but never really did.

Here’s what I jotted down during my call on  12/14. I have spent numerous hours on the phone working through some of my recent account changes. This time I had to call to remove the airrave charges. This is the third month in a row that I have had problems with the airrave charge on my bill.

We’ll start with a little summary of the past few months. Maybe in the future I’ll summarize the many prior calls. But it is more likely that I’ll just talk about the future calls. I hope there aren’t too many entries.

Month 1

I was charged for the two phones I was told I would get for free. I think this came from the fact that the order was completely messed up. I was told they would be completely free, but the lady was not able to place the order at that time and she would. She eventually placed the order and it arrived a couple weeks later. Then the bill arrived charging full price for the phones. I called to have the charges fixed and was told there was no record of the initial conversation – or order. Apparently each department can’t see what the other has done. So I spent several hours (no exaggeration!) on the phone working to get this reversed.Eventually I was supposed to get a call from some case manager. He called, left a message and said, “Sorry we were unable to reach you. Since I cannot reach you I will close this ticket.” That meant I had to start the whole process again! And of course the notes on the account were not there or at least not visible to the next few people I had to talk to. In the end I had to pay 50 dollars for the phones….oh well. The time it would have taken to get the 50 to go away would have been another 15 or so hours. I guess it was worth it.

Month 2

While going through the cancelation process I was offered a new device called an airrave. This devices basically allows you to talk through your home internet connection. It works well if you have a good internet connection. As part of the initial deal I was supposed to get this for free and have the service fee of 4.99 waived for 2 years. This little fee seems to be on each bill with no indication a credit. 

Month 3

Still charged for the airrave. This time I called and found Two helpful reps in a row. I was transfered and actually found two helpful reps this time. It seems that sprint’s system does not allow a discount and service credit to appear on the same bill (automatically). The reps spent a little time working through this. My guess is that the Month 2 rep ran into this problem after we hung up and didn’t let me know. 

Some Tips while talking to the Sprint Customer Service

Transferring from rep to rep….don’t let them do this to you. Each time I get transfered the signal gets worse and the rep seems to get worse. If you must get transferred immediately ask for the cancelation department. That is the only transfer that seems to land with a competent person. Trust me on this one! I have been transferred so many times I think I have talk to each sprint employee.

If you happen to get an employee that makes sense and explains what it going on do you best to hang onto that employee and beg that he/she does not transfer you. Most of the good employees will do what it takes to take care of you. This might include making the call personally to the other department on your behalf. One of the great reps that did this for me one time. If I only had her direct line!

Before you are done with call, have the rep positively verify that they have noted the account.  If you are unsure about the answer or if it is an important credit it is a good idea to have them read the notes back to you before you get off the phone.