06-09-10 06:48 PM
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  1. lawden's Avatar
    This is part 2 of my Sprint/Nextel horror associated with my 8350i. Take from it what you will, but this has been my experience as a customer of this company for the past ten years. I was a customer of Nextel for three years prior to their merger with Sprint. Immediately, I like most others, noticed a significant decrease in the level of customer service. I have been a customer of Sprint/Nextel for over ten years. In Dec. of 2008, I purchased the 8350i to replace the i580. I work in an goverment industry that mainly relies on the services that the DC provide. I thought the 8350i would only increase my effectiveness for my employment. I could not have been more wrong. I immediately began experiencing data problems with the phone to include email, texts, and internet service interuptions. From Dec. 2008 to Oct. of 2009, I placed at least two dozen calls to Sprint/Nextel to resolve issues relating to the IDEN network and the 8350i and spent many hours on the phone and the internet attempting to get the phone operational. These actions included me exchanging the phone seven times either for software issues (phone freezing randomly, randomly rebotting often, etc.) to hardware issues (USB Broke off of circuit board) to problems with service that no solution could be found for. Some of these replacements were free, but three were insurance replacements I had to pay money out of my pocket for. I spoke with numerous CS agents, Tier 2 and 3 personnel, countless "tickets" were made which ultimately led to no mans land. Then in Oct. of 2008, I got fed up with the 8350i and upgraded to another Nextel flip phone. Within five months, I found this phone was not providing the services I needed and decided to give the 8350i another try. In Feb. of 2010, I reactivated my 8350i. Approximately three weeks ago, I had yet another software problem with the phone. The phone was freezing, randomly rebooting, and eventually I lost all data to the phone to include texts, emails, and internet access. I called customer service and technical support to deal with resolving these problems again. I was eventually told to take the phone to an authorized Sprint/Nextel repair center to have the OS reinstalled in the blackberry. The next day I did this and the the issue seemed to be resolved. Then the day after the OS was reinsalled, the phone froze and I was unable to get any operation out of the phone for hours. I would periodically attempt to reboot the phone through battery pulls and eventually was able to get service again. I learned however that I had once again lost all data to include texts, emails, and internet to the phone. The phone was also wiped completely clean of all contacts, calendar entries, email messages, etc. Luckily I had backed the phone up the previous week and was able to restore most of what I had lost.
    I then explained the day's problem with the phone to CS and was transferred to blackberry technical support. I spoke with a lady there who said she reset the phone and after that did not work, transferred me to a third person. I again explained the problem to the BB Tech person who "refreshed the system" from his end and said he attempted all he could do to fix the problem. He said he was going to prepare a ticket and suggested that I go to an authorized Sprint/Nextel retail store for a full replacement. At this time, I advised him that I was on my 7th 8350i and was not interested in replacing the phone for an eighth time. I attempted to explain my past complaints and issues I have had in an attempt to come to an acceptable solution. He cut me off and said this was not his department and would transfer me to "account services" and immediately did so. Upon being transferred again, I immediately received a recording that the office was closed and to call during normal business hours. The line then disconnected. I find it difficult to believe that he did not know the "Account Services" department was closed prior to transferring the phone call. Due to all of the problems with this device, the lack of satisfaction with the way the problem was handled, the lack of professionalism with dealing with the customer service representatives, and overall endless issues with the Nextel network and the 8350i for the past year and a half, I began researching other options for my cellular telecommunications needs for my family and I. Then on 06-02-10, after much careful thought and consideration, I had decided that I would cancel my accounts, ending my business relationship with Sprint/Nextel. Upon speaking with the first person , I explained my desire to terminate my accounts with Sprint. Through my conversation with him, he said that due to my persistent problems that I have had to experience and continue to experience he would waive the ETF, but asked if I would be willing to try a blackberry on the Sprint side of the company. Not wanting to be unreasonable, I decided to explore this option with him. We decided that the best solution/upgrade for this situation was the recently released Blackberry 9650 Bold. I explained to him that based on research that I had conducted, I learned that Verizon Wireless was selling this same device for $149.00 with a two year agreement tomorrow. I told him that based on the extreme level of dissatisfaction that I had experienced with Sprint and this device, I was not going to pay the $199.99 fee that Sprint was offering for a two year contract upgrade. He said he would consult his supervisor and after approximately ten minutes, I was informed by his supervisor that the only thing that he could do was "allow" me to upgrade to the Bold for the upgrade rate of $199.99 and that he could do nothing further for me. I explained the lack of common sense this presented given all the problems I have had to deal with, the time that I have put into the 8350i, and the fact that Verizon Wireless was going to sell the phone for fifty dollars less. I found it incredible that my business of ten years was not worth the attempt to work out an acceptable agreement and I would rather terminate my accounts. I was then advised he would transfer me to his supervisor. I then spoke with the next level supervisor and once again explained the issues I have had with Nextel, the 8350i, customer support, and lack of willingness to work towards an acceptable solution. By this time, I had already logged approximately another hour on the phone. The supervisor again advised me that he could do nothing other than provide me the upgrade discount price of $199.99 for the Bold. To add insult to injury, he began to question my motives behind my request to cancel my accounts but was considering the Bold (a conversation started by a Sprint employee, not me). I again explained to him the Verizon Wireless offer and the lunacy of paying $199 for a phone that I could obtain for fifty dollars less. I found it very suprising that he was not willing to match or even beat a competitor's price given my plans to terminate my accounts. I then decided based on past customer's experiences to compose an email to Dan Hesse and explain my dissatisfaction of my experiences thus far. The next morning I recieved a phone call from someone in the executive offices of Sprint. I was told that they had reviewed my correspondence to Mr. Hesse and the best I could be offered was a price match of $149.99, the same price that Verizon Wireless is currently offering it for. I told her that I would consider the offer and call her back after speaking with my wife. My wife and I did some research into other competitor's prices and found that Verizon Wireless is currently offering two Blackberry Bold 9650 devices for the price of one with a two year contract effectively giving my wife and I both Blackberry Bolds for the same price that Sprint is offering me for one. We then decided that we would agree to a lesser price for a two year contract. I spoke with the executive office person, who was aware of my experiences in their entirety and was told that Sprint could not accomdate anything less than what she was offering. Even when I explained the Verizon offer of two phones for the price of what she was offering the phone for, she still was unwilling to be agreeable. The purpose behind this posting is to makes sure that people are aware of what Sprint is doing to its customers. I do not know what decision I will make, but I am about as insulted and offended as a customer could be. I have placed many hours and money into attempting to make the 8350i work as advertised and Sprint's unwillingness to work with me after ten years of service speaks volumes. I understand that I only have two accounts with them, but I have spent tens of thousands of dollars on their products and services and this is why people hate the CS experience with Sprint. Apparently I have found that I starts with the top and only gets worse as you go down. Thanks for reading this and hope you take this into consideration when researching phone companies and/or renewing a contract with Sprint.
    Last edited by lawden; 06-09-10 at 06:51 PM.
    06-09-10 06:48 PM
26 12
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