[mconk]

I haven't begun (and will not even bother) to share my horror stories with Sprint over the past few years ... It would simply be too time consuming, as I've spent days if not weeks of combined time on the phone with Sprint CS throughout the years as it is.

I have chosen to share this story, however, because I worry that this might happen again to someone else.

With that said, here goes:

Last night I called Sprint CS to see if I could have a specific number blocked from calling me. I didn't think it would be possible, and found out that just as I assumed, it was not.

The rep informed me that I could, however, block a number from text messaging me. This is a free service, and apparently is new to "some of the reps" as I was informed. I was also informed that this can be done by going to sprint.com and turning the feature ON from your online account.

So with that said, I figured why not. Big mistake! I had the rep block the ONE specific number that I no longer wished to receive text messages from, and was informed that the number block would take effect immediately. YAY, I thought...no more annoying/harassing txts from my psycho ex-girlfriend!!!

This was last night, or yesterday afternoon rather. Fast forward to today. I had sent a message to a fellow colleague and within minutes that person called me back. I couldn't answer, so they left a vmail. In the vmail she asked why in the world I would txt her if I couldn't receive txts back. After hearing that, I said "hoooold up, WHAT!!) And then it hit me...I hadn't received ANY txts since yesterday afternoon, after speaking to SprintCS. Here we go...

Now, I normally receive and send hundreds of txts and emails per day. I am a power user, as the CB world would call it. I was sending and receiving email fine all day long, and had been sending txts all day long as well, but just noticed I hadn't been receiving ANY txts.

With that said, I called three friends on three different networks, thinking it may be a network issue. All three sent txts, and all three received the following message shortly thereafter:

"The recipient you are sending to has chosen not to receive messages from this sending address. Msg 2108"

I immediately call SprintCS, and informed the rep that I had made a plan modification to block ONE specific number, and it appears now that ALL numbers have been blocked from txting me. The rep kept me on the phone for over an hour. We went through every possible troubleshooting method (all of which I have already done myself, which I also informed her) to no avail. I knew this was not a network or phone issue, OR an issue on my end. I KNEW that when this plan change was done by the rep I spoke to yesterday, that a mistake had been made on their end. The rep wouldn't settle for this, and after an hour of being placed on hold over 6 times, she finally transferred me to tech support.

Tech support has me repeat all of the troubleshooting steps that I had already done prior to calling, and that I had already done with the previous rep again. I informed her of this, and she shrugged me off. Okay, I thought, whatever...ill do it for the THIRD time. Still not receiving txts. After about another 30-45min of BS, she finally notices that in one of the Sprint "databases" my plan had been modified to NOT receive txt messages. From anyone. Period. Which is WHAT I TOLD THE VERY FIRST REP I SPOKE TO FROM THE BEGINNING!!!!!!

I then ask why the first rep couldn't see this, and she replied " well she probably don't have access to what I do, I don't know" Nice. Nice, Sprint. First of all the proper grammer would have been "she probably DOSEN'T". I'm getting awfully sick of these incompetant, incoherent, arrogant, and disgustingly uneducated individuals who work for SprintCS.

Maybe Sprint needs to pay them more, maybe they all need vacations, or maybe they all need further education and training. I don't know. But it makes me sick. The ONLY reason I don't pack up and leave is because I have a grandfathered plan at this point that cannot be matched with any other carrier, with bonus minutes, corporate discounts, and other perks (due to all of the issues I've had over the years). Plus my service has always been excellent in my area, and when travelling.

Throghout the many years that I've been a Sprint customer, I have NEVER been able to make a plan change, without something else getting messed up on the plan. NEVER. NOT ONE TIME. There was a time last summer when, for 8 months straight, I had to call in for hours at a time to have my bill adjusted/credited due to serious billing issues on my account. Times where I have been overcharged for "ghost usage", times when I have been charged for data usage when I have unlimited data, and was well below the 5gb cap. It goes on, and on, and on! That's not even beginning the half of it. I seriously long for the day I call into SprintCS for a plan change/mod and have it be successfull, without ANY issues!!!

Maybe my account is just doomed all to ****, I don't know. But everytime I call in for something, I expect this kind of thing to happen, and for being a loyal customer for as long as I have, its quite unacceptable! If I was a new customer, I would have said goodbye a long time ago.

I am finally receiving txts at this point, after hours on the phone to try and resolve their mistake. What makes me so angry however, is that I've now lost countless messages ... both personal, and professional. If I had to estimate, I have probably now lost almost 100 messages between yesterday and today. Of course, none of which could be recovered by Sprint.

No cell carrier, or MAJOR corporation even, is perfect, but come on. It started to get ridiculous 3 years ago. This stuff is NOT rocket science people!!!!!

Anyway, had to vent. I feel better now. Am going outside to smoke, have a happy Thanksgiving!

Michael

Posted from my CrackBerry at wapforums.crackberry.com

[hominid7]

I like sprint and i really want them to do well. However it does seem like they try really hard to screw things up!

I think your issue is one of an inexperienced rep and unfortunatly this is a pretty common situation when dealing with sprint. Sure you can get a stupid rep with any company, but with sprint it does seem to be much more of a gamble each time you call in.

I hope you get your text messaging back in working order. I know thats a serious issue when in todays world text messaging is a significant part of business as well as personal communication.

[mconk]

The issue was corrected, thankfully. You're absolutely right with the latter part of your reply. Its funny how everyday communications have changed throughout the years.

I think the issue with Sprint CS, and MOST of the CS out there these days, is the turnover. These call centers will hire and train batches of 20 or more people at a time - only to keep about half, or less of those individuals. Noone wants to do CS for a living. I know, I used to be a CSR a while back for NYS Medicaid. Not fun! But it was a job, and unlike some people, I got out of it what I put into it. Its not for everyone, and obviously those that are unhappy will leave. So all in all, I really believe turnover to be the issue. There are a lot of ways the call center can improve morale, but at the end of the day, if the customers are not happpy, the employees will not be happy....end result? Bad CS.

Michael

Posted from my CrackBerry at wapforums.crackberry.com

[mconk]

The issue was corrected, thankfully. You're absolutely right with the latter part of your reply. Its funny how everyday communications have changed throughout the years.

I think the issue with Sprint CS, and MOST of the CS out there these days, is the turnover. These call centers will hire and train batches of 20 or more people at a time - only to keep about half, or less of those individuals. Noone wants to do CS for a living. I know, I used to be a CSR a while back for NYS Medicaid. Not fun! But it was a job, and unlike some people, I got out of it what I put into it. Its not for everyone, and obviously those that are unhappy will leave. So all in all, I really believe turnover to be the issue. There are a lot of ways the call center can improve morale, but at the end of the day, if the customers are not happpy, the employees will not be happy....end result? Bad CS.

Michael

Posted from my CrackBerry at wapforums.crackberry.com

[OregonRealEstateDiva]

I have had continual issues, billing, with sprint for the last year. I don't think I have had one bill that was correct. A couple of months ago, my bill was $1500, of which $1025 was for texting from my daughter because they didn't have her phone on the unlimited texting plan, which is supposed to be a family thing. Took awhile to get this resolved, it was a big credit.

I just wish I could have one bill correct that I didn't have to call in for.
But, I am still a customer...

[SoftwareJunkie]

I haven't begun (and will not even bother) to share my horror stories with Sprint over the past few years ... It would simply be too time consuming, as I've spent days if not weeks of combined time on the phone with Sprint CS throughout the years as it is.

I have chosen to share this story, however, because I worry that this might happen again to someone else.

With that said, here goes:

Last night I called Sprint CS to see if I could have a specific number blocked from calling me. I didn't think it would be possible, and found out that just as I assumed, it was not.

The rep informed me that I could, however, block a number from text messaging me. This is a free service, and apparently is new to "some of the reps" as I was informed. I was also informed that this can be done by going to sprint.com and turning the feature ON from your online account.

So with that said, I figured why not. Big mistake! I had the rep block the ONE specific number that I no longer wished to receive text messages from, and was informed that the number block would take effect immediately. YAY, I thought...no more annoying/harassing txts from my psycho ex-girlfriend!!!

This was last night, or yesterday afternoon rather. Fast forward to today. I had sent a message to a fellow colleague and within minutes that person called me back. I couldn't answer, so they left a vmail. In the vmail she asked why in the world I would txt her if I couldn't receive txts back. After hearing that, I said "hoooold up, WHAT!!) And then it hit me...I hadn't received ANY txts since yesterday afternoon, after speaking to SprintCS. Here we go...

Now, I normally receive and send hundreds of txts and emails per day. I am a power user, as the CB world would call it. I was sending and receiving email fine all day long, and had been sending txts all day long as well, but just noticed I hadn't been receiving ANY txts.

With that said, I called three friends on three different networks, thinking it may be a network issue. All three sent txts, and all three received the following message shortly thereafter:

"The recipient you are sending to has chosen not to receive messages from this sending address. Msg 2108"

I immediately call SprintCS, and informed the rep that I had made a plan modification to block ONE specific number, and it appears now that ALL numbers have been blocked from txting me. The rep kept me on the phone for over an hour. We went through every possible troubleshooting method (all of which I have already done myself, which I also informed her) to no avail. I knew this was not a network or phone issue, OR an issue on my end. I KNEW that when this plan change was done by the rep I spoke to yesterday, that a mistake had been made on their end. The rep wouldn't settle for this, and after an hour of being placed on hold over 6 times, she finally transferred me to tech support.

Tech support has me repeat all of the troubleshooting steps that I had already done prior to calling, and that I had already done with the previous rep again. I informed her of this, and she shrugged me off. Okay, I thought, whatever...ill do it for the THIRD time. Still not receiving txts. After about another 30-45min of BS, she finally notices that in one of the Sprint "databases" my plan had been modified to NOT receive txt messages. From anyone. Period. Which is WHAT I TOLD THE VERY FIRST REP I SPOKE TO FROM THE BEGINNING!!!!!!

I then ask why the first rep couldn't see this, and she replied " well she probably don't have access to what I do, I don't know" Nice. Nice, Sprint. First of all the proper grammer would have been "she probably DOSEN'T". I'm getting awfully sick of these incompetant, incoherent, arrogant, and disgustingly uneducated individuals who work for SprintCS.

Maybe Sprint needs to pay them more, maybe they all need vacations, or maybe they all need further education and training. I don't know. But it makes me sick. The ONLY reason I don't pack up and leave is because I have a grandfathered plan at this point that cannot be matched with any other carrier, with bonus minutes, corporate discounts, and other perks (due to all of the issues I've had over the years). Plus my service has always been excellent in my area, and when travelling.

Throghout the many years that I've been a Sprint customer, I have NEVER been able to make a plan change, without something else getting messed up on the plan. NEVER. NOT ONE TIME. There was a time last summer when, for 8 months straight, I had to call in for hours at a time to have my bill adjusted/credited due to serious billing issues on my account. Times where I have been overcharged for "ghost usage", times when I have been charged for data usage when I have unlimited data, and was well below the 5gb cap. It goes on, and on, and on! That's not even beginning the half of it. I seriously long for the day I call into SprintCS for a plan change/mod and have it be successfull, without ANY issues!!!

Maybe my account is just doomed all to ****, I don't know. But everytime I call in for something, I expect this kind of thing to happen, and for being a loyal customer for as long as I have, its quite unacceptable! If I was a new customer, I would have said goodbye a long time ago.

I am finally receiving txts at this point, after hours on the phone to try and resolve their mistake. What makes me so angry however, is that I've now lost countless messages ... both personal, and professional. If I had to estimate, I have probably now lost almost 100 messages between yesterday and today. Of course, none of which could be recovered by Sprint.

No cell carrier, or MAJOR corporation even, is perfect, but come on. It started to get ridiculous 3 years ago. This stuff is NOT rocket science people!!!!!

Anyway, had to vent. I feel better now. Am going outside to smoke, have a happy Thanksgiving!

Michael

Posted from my CrackBerry at wapforums.crackberry.com

Wow. You honestly just seem like a customer from ****. One of those freebie customers who make mountains out of molehills. Also, next time you want to rip on someones GRAMMAR and call them uneducated... you might want to spell GRAMMAR right. It just realllllly makes you look like the "uneducated" one. haha. What a joke.

[hiwatt33@gmail.com]

Why anyone sticks with this horse s h i t company is beyond me. After three months of incorrect bills I left and went to t mobile. Worst provider ever.

Posted from my CrackBerry at wapforums.crackberry.com

[mconk]

Customer from hell? No - when I speak with CS, or anyone for that matter, I treat them as I would want to be treated. I don't yell, kick and scream for "freebies". I have been offered the freebies I have now, due to the unexlainable recurring account issues I've had in the past years.

There is a HUGE problem when you have to speak with CS to fix something for the NINTH time, that could have been fixed on the first second, or third. That is just unacceptable.

And really, spelling grammar wrong on a post that I whipped out in 10min on my BB is not that serious, buddy.

I am a prior US Marine, with a Masters Degree .... I think I can talk ****, *ANY* way I see fit, ESPECIALLY given the circumstances.

You are, however, certainly entitled to your opinion - thanks for playing ... Joke

-Michael

Wow. You honestly just seem like a customer from ****. One of those freebie customers who make mountains out of molehills. Also, next time you want to rip on someones GRAMMAR and call them uneducated... you might want to spell GRAMMAR right. It just realllllly makes you look like the "uneducated" one. haha. What a joke.

Posted from my CrackBerry at wapforums.crackberry.com

[ommpahlummpah]

Yar sprint sucks. I cancled my account with them 2 weeks after I got it cus service was not that great around me. That was 4 months ago andy they still sending me regular phone bills /sigh. Called a few times and thell take care of it and one time a manager was supposto call me. O well live and learn they still gonna suck with that kinda cs.

Posted from my CrackBerry at wapforums.crackberry.com

[Gmac3#CB]

had sprint for 7 years same problems you all had too, but have noticed cs is getting alot better now and as for service in my area anyway roaming is included in my plan so we get the best signal.just my opinon.

[DarkPhoenix]

The CS for the most part is ok, but you run into some jokers who shouldn't even be around people, let alone talking to them on the phone, but you get that anywhere. Working in a call centre BLOWS!!! I did it for three years in a Tech Support call centre for Cablevision here on LI, and it was terrible. At first it was the customers that made it bad, then it was management. They pushed out anyone with a brain, and kept the ID 10 Ts that would just follow troubleshooting scripts, which I am sure Sprint does.

Good to know the issue was resolved!

[rbrooks86]

Glad to know Im not the only one that has to call them for several months to correct a billing problem. Seems every time a small adjustment is made they screw up something else on the account. But the coverage is great and our bill is very low for the amount of phones we have so its still worth the frustration.

[sconrad308]

It just amazes me that so many people are having problems on here. I have not had any issues that CS didn't take care of in a timely manner. None of my friends that have Sprint have issues either. Of course I have only called about 4 or 5 times in the last 2 years.