Sprint & Dan Hesse Update 2
So, after receiving my somewhat personal note from someone supposedly in Dan Hesse’s office (see post) I decided to push a little deeper. Here is a transcript of the last few emails:
I wrote:
Dear Sherod,
Yeah, but it is Dan Hesse’s email in the ad and I asked, specifically, if HEanswered his own emails. So, the answer is actually NO. Seems deceptiveand wrong-headed to publicize your CEO’s email only to use it as a way tosucker customers into emailing with automatons and “someone in his office.”
Seriously thinking about a switch to Verizon.
- David Title
SprintPCS since 1997 (but maybe not much longer)
3 Hours Later I Got This:
Dear Sherod,
Thank you for emailing Sprint. I apologize for any inconvenience you may have experienced due to delay in answering the query.The query response will take a week time to respond. In this time customers may make a comment or ask questions in the body of the email.
Thank you again for contacting Sprint. We appreciate your patience.
Sincerely,
Jasmine K.
Sprint
I Replied:
Dear Jasmine,
Clearly, nobody has read my emails as my name is David. Sherod is the last Sprint representative to send me an email (see below). This email has poor grammar and makes me wonder just who Sprint is outsourcing their work to these days.
Dan, if you are following these emails I beg you to step in and give me a reason to remain a SprintPCS customer. This sort of exchange does not inspire confidence.Also, keep in mind, I wouldn’t have even bothered contacting you in the first place if you hadn’t put your personal email at the end of your TV commercial.
Sincerely,
David TitleSprint
PCS # 917-687-3048
(I also decided to cc Seth Godin at this point, just for kicks. He replied with a gracious “ha”).
So far no response from Sprint…
March 19, 2008 12:22 am 41 Comments
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By Joost Schuur, March 20, 2008 @ 4:45 am
Give it a shot and cc Daniel.R.Hesse@sprint.com on the next response.
By kate bacon, March 24, 2008 @ 6:52 pm
Sprint is without doubt the telcom that Bush would run had he not occupied the White House. Are you surprised that the company is losing money, subscribers, stock value and is lacking entirely in customer service?? Switch to Verizon. I am. No matter what it costs.
By Michelle S A, May 4, 2008 @ 12:27 am
I too tried without much success to resolve a billing dispute by contacting dan@sprint.com. I was contacted,after the fake “Dan” email, by a customer service rep that was just as useless as the ones I spoke to before. It is no surprise to me that Sprint tied for last place with At&T for WORST cell phone carriers.(see Consumer Report magazine)
By mymediamusings, May 4, 2008 @ 12:29 am
Hey Michelle – A for effort!
By Spencer Preston, May 20, 2008 @ 6:36 pm
David,
This thread has been a most interesting read. I am a Sprint Broadband Direct customer and have just been notified that due to an “FCC mandate” Sprint is going to discontinue my service by 7/31/2008 (could be tomorrow even, the communique wasn’t specific). I was provided with a phone number to call to discuss specific options. After several calls over a period of two days and not talking to anyone with half a clue, let alone anyone fluent in English, I decided to call HQ to see if I could get some assistance. I got hung-up on (pardon the poor grammar). I then decided I would attempt to contact the CEO directly to inform him of the very sorry state of his various customer service (is that an oxymoron?) departments and this action led me to your blog while searching for an email address.
Not sure it is going to do any good after what I have read here, but I will make the attempt using the email addresses you have posted here.
Thanks for your posts.
By Carmen Ramirez, August 14, 2008 @ 5:42 pm
I am tired of trying to resolve billing problems with sprint’s customer service rep without luck. I am tired of chasing them and talking cra…… and they seems to know nothing. Is there someone who really cares about Sprint customer satisfaction?? Do Sprint has a CEO who can a least represent the organization? I cannt wait until my contract gets to it ends….I cannt wait….
By r smith, August 29, 2008 @ 12:37 am
Here are some of the Sprint Nextel address I have written to in my years of trying to get them to get their service to work in my area. It works for a while and then degrades to almost useless and then works again. It seems it could work if they would just put an effort into it. But its obvious they have destroyed the IDEN system to basic trash. But e mail them fill their boxes with complaints it kind of makes you feel a little better.
Karen.Paletta@sprint.com
executive.offices@sprint.com
ecare@cc.sprintpcs.com
Keith.Cowan@spring.com
laura.porter@sprint.com
Robert.Stedman@sprint.com
By Cyndy, October 10, 2008 @ 2:51 am
It is of no use to talk to anyone at Sprint .They could care less. Today in Orlando at the store on Semeron I bought the new Instinct but could not get the back off, I had 4 people at work try. No avail so with that being said I went into the store. The guy working there laughed at me and said you think I have time for this????? I left, canceled my contract paid the 200.00 and walked out. Hello ATT
By Chrissy, November 25, 2008 @ 7:48 pm
It is a good thing I found this blog before I wasted more time. I spent an hour and a half (not exaggerating) going back and forth from rep to “manager.” Every time someone picked up, I had to tell my story all over again. I told them to cancel my contract. They said that because I had two phones they were going to charge me $400. I refused to pay. I knew people that have gotten out of their contracts for nothing. I told them I had been with them for 8 years and because my replacement phone was 6 days past the 30 day return date, they couldn’t send me a new phone. I could, however, pay 250.00 for a new phone. In the end I got out of my contract with no fees but I will NEVER go back to Sprint nor will I ever recommend them. I’ll attempt an email but won’t hold my breath.
By Paul, December 25, 2008 @ 2:20 pm
Chrissy,
How did you get out of your contract? I’ve been in battle for almost three months. Same results, lies, deception, coertion. I am locked into a plan I was told I could get out of with an Instinct phone I was decieved into accepting for a broken phone and now they won’t let me go back and will not let me out of my contract. I am trying vary hard to find Dan Hesse because he needs to no that his customer service is still broken and that although he is the CEO others are running his company into the ground. Class Action Suite Anyone….
By MERVIN, January 8, 2009 @ 9:59 pm
The customer service at SPRINT is atrocious! It like playing ring around the rosey and they take terrible notes. I don’t see why that if you can’t satisfy your customers with good service, you don’t just release them. I really can relate to Kate’s Bush comment, maybe he’s a major stockholder.
By David, January 23, 2009 @ 8:17 pm
So I wanted to deal with them…I wanted all my phones sinced up with the same contract. I want all new phones. (Spending Money with them)
I was told no you can’t do that until June. Golly Gee that makes sense doesn’t it? Guess what I’m doing in June…It starts with a “V”
By Paul R, February 2, 2009 @ 10:48 pm
The problem with customers’ bills around 90% of the time is that customers don’t know how to read them correctly. The billing “issues” most people have is that they want credit for their own mistakes, such as overage. When you also try to circumvent policies that companies have, you create your own problems (I have worked in various customer service: retail, etc, and have seen this in action more often than I’d like). In short, play by the rules, and things will be much easier for you.
By Paul R, February 2, 2009 @ 10:52 pm
David wrote: “I want all new phones. (Spending Money with them)
I was told no you can’t do that until June. Golly Gee that makes sense doesn’t it?”
What would make sense is if you included the rest of the details in your comment. You couldn’t do that until June, because you wanted the upgrade credit for it. I’ll tell you how it makes sense: we call it “loss leader” in retail…in other words, when you give big discounts on something, the company giving the discount actually loses money. Such is the fact with upgrade credit when using it to purchase phones. Consumers’ ignorance about business is about as appalling as the average voters’ knowledge about politics.
By Steve, February 7, 2009 @ 8:25 pm
Oh my god. I was treated this way by Nextel 18 years ago and never came back. Looks like it is contagious and continues with Sprint. Thanks for the info. coz I thought that Sprint is better. By the way, AT&T is the same way. I’ll stick with T-Mobile. This helps a lot.
By James Arant, February 24, 2009 @ 7:59 pm
I have been stolen from according to the “boost Premium Plan” the services that are supposedly included are just another way to steal. I would “reboost” at the time indicated by the agreement and then the people at boost would stall the payment until it went over to a pay by the minute charge and then have the arrogance to charge me extra. Now my experience with Boost is almost word for word what is included in the previous posts I have a supposed case that is under reveiw, which I see as another diversion from actually doing anything. But yeah my experience has been almost identical to the ones included on this blog thanks
By brian metz, March 9, 2009 @ 1:37 pm
i am sick and tired of the run around by sprint.i am on my 14th phone and still having problem.tech surport people need to be train better than what they are now.3 email no reply.THEY DON’T CARE ABOUT LITTLE PEOPLE LIKE ME!!!!!!!!!!!!!!!!
By admin, March 9, 2009 @ 7:36 pm
no. no, they don’t
By jleigh, March 19, 2009 @ 8:22 pm
Hell, they don’t give a shit about employees either. Currently in the middle of not only a class action suit, wronful termination (which two managers admitted to) and medical damages…..but I haven’t gotten a response to stop what could be done to the company by negotiating with me. F*** em, they wont be around much longer.
By Heity, March 20, 2009 @ 6:47 pm
I just joined Sprint because you can’t beat the “Everything data for family plan.” I was with AT&T and they were good. But all I get with Sprint would have been over 100,00 more with AT&T. I have read about improvements in customer service. I hope I won’t have to regret my decision for the next 23 months. Wish m luck!
By Michael Marshall, March 23, 2009 @ 12:47 pm
I have a family plan with them. I am having so many issues with customer service. I cannot be charged more than $280 in one month but some how they are able to charge me $900+ in one month. I am getting no where and I have already stated they are in breach of that “agreement.” Customer service is horrible, you will be lucky if you get someone that you can understand. Ohh yea I forgot I am the only sprint subscriber that is walking around with a black berry that cost over $1000+ because they double charged me and they are clueless because no one can get their damn facts straight. I do have cetain contact information for the CEO and that will be my next step as it seems you need to go directly to the source.
By tasha, March 30, 2009 @ 6:40 am
I have been with sprint for over 8years. Their customer service is terrible. I went to get a upgrade(on my phone) and was told that i have to switch plans, check this out they wanted me to switch to a plan that costs more and gives me less less minutes. i dont want to call customer service because is horrible. I always get off the phone with a headache. I guess its time to move on and take my friends and family with me.
By Mr &Mrs Leinberger-Sica, March 30, 2009 @ 6:48 am
I have written Matt Carter (Senior Vice President Customer Management a certified letter, He did not respond. I wrote also wrote to Jeff Hallock (Vice President of Customer Management.) with my wanting out my contract because of poor customer service, Absolutely no response from these guys. Do you know that a family of 5 who pay their bill on time, if they want out it would cost them $1000 to cancel (5X’s $200) for each phone even though there is only one account receiving the bill . If you have to entrap customers in order to stay, that’s why there is a class action law suit against Sprint Nextel. It’s this problem with ETF”S (Early Termination Fee’s) That’s the furthest from customer satisfaction. Let’s all stand firm and know that your complaints will make a difference ultimately Regards to all the Sprint Nextel customers like me out there .Brad&Ana Leinberger-Sica
By Julia Hodges, August 22, 2009 @ 8:55 am
I have sprint, I can send text messages but not recieve them. This has been going on for 2 months now and nothing is getting done. I have a deaf sister that I can not keep in touch with because of it. I’m getting to the breaking point with Sprint. When I called and complained about it and said I was unsatisfied with the service and the way they are handling my situation, the lady said “I’ll put a note in here for you, thank you have a nice day” and hung up on me!!!!! ARE YOU SERIOUS??? If you had a deaf sister wouldn’t you like to check on her and be able to keep in touch with her via text messages? YES!!! But they don’t care, it’s not their problem, their phones work just fine. Gone through 3 phones, and still can’t recieve text messages!!!
I need a contact number for the CEO Dan Hesse of Sprint. I can’t find one. I’m fed UP!!
By Tad Barrett, September 20, 2009 @ 2:14 pm
I dont have a contact number for Dan Hesse, but I am sure Mr. Lowell C. McAdam will LOVE to have you as his customer. ( and your more likely to get a response from him too ) http://www.verizonwireless.com
By Me dont like, September 20, 2009 @ 2:15 pm
Sprint SUX period
By Jay P, September 23, 2009 @ 5:33 pm
Does anyone hace a telephone number to the corporate offices of Sprint PCS? They can’t be a faceless corporation.
Please post any information so that the rest of us can address those morons whose pathetic efforts at managing a business is impacting our everyday lives.
Thanks,
JP
By luccia, September 27, 2009 @ 9:07 pm
I AM DOING EVERYTHING IN MY POWER TO OBTAIN DAN’S DIRECT TELEPHONE NUMBER CONSIDERING, WITHIN 2 YEARS, I HAVE GONE THROUGH 7 INSTINCT PHONES (2 WERE SOLD AS NEW NOT SPECIFIED THEY ARE ALL REFURBS) NOW LOST MY JOB DUE TO A DEFECTIVE “BRAND NEW BLACKBERRY THEY SENT ME FOR FREE DUE TO ALL THE PROBLEMS I HAVE DEALT WITH????? THE PHONE WAS DEAD!!!! NEVER A CHARGE NOTHING!!!! OOOFFFAAAA!!!! I HAVE F****** HAD IT! 8 WEEKS OF CONTACTING SPRINT ADVANCED TECH SUPPORT, 500+ HOURS OF PHONE CALLS, NOW! HERE IS THE GOOD NEWS… SINCE SEARCHING FOR COMPLAINTS AGAINST SPRINT, I HAVE COME ACCROSS A NUMBER CALLED IT TODAY IN HOPES OF HEARING FROM SOMEONE: THIS IS RIGHT OUT OF THE HANDBOOK THAT IS ON SPRINTS WEBSITE. THEY WILL TELL YOU TO CALL ANOTHER NUMBER OR THEY WILL TRANSFER DEPENDING ON HOW SEVERE THE MATTER IS. I SMELL CLASS ACTION LAW SUIT IF NO CONTACT IS MADE….
Ethics Helpline available 24 hours a day, 7 days a week:
By phone: 1-800-788-7844 or 913-794-1666 (if you are calling from outside the
U.S.)
By fax: 913-523-9779
By mail: Ethics and Compliance Program
6200 Sprint Parkway
Mailstop: KSOPHF0202-2B507
Overland Park, KS 66251
By e-mail: Ethicshelpline@sprint.com
AFM28-
By luccia, September 27, 2009 @ 9:21 pm
FOUND ANOTHER, THANKS SARA, HOPE THIS HELPS US ALL IN NEED!
How to Contact Sprint PCS (Cell Phone Service) to Compliment or Complain
Member
By Sara Haley
Need to get a hold of your cellular phone company, Sprint? Here’s how!There are many reasons why you may want to contact Sprint. Maybe you are having a horrible time getting something taken care of with your cell phone, or perhaps you have an earful to share with the CEO, Dan Hesse. Well, here are some ways to get a hold of them and perhaps get your voice heard!
Difficulty: EasyInstructions
Step 1Your first step, if you have a question for them, is to check their website. I have a link to their website page down in the resource section of this article. Check their FAQs to see if you can find the answer to your question before bugging upper management.
Step 2Your next step would obviously be to call them. Their headquarters is located in Kansas, but you can call toll-free by calling (866) 727-0665. Or, if you like fax machines, you could send a letter by fax to (888) 569-4927. Another number that will help you reach the Sprint headquarters is (816) 559-1000.
Step 3If that doesn’t work, go ahead and shoot an email to the Sprint PCS executive offices. Their email address is executive.offices@sprint.com You can contact, specifically, Lincoln Korfanty with your issues.
Step 4Still no luck? Send Sprint mail! The CEO, Dan Hesse, would love to read your mail, I’m sure! Go ahead and send it (preferably certified mail so that you have a record of them receiving it!) to:
Sprint PCS
Executive Offices
Attn: Dan Hesse, CEO
6200 Sprint Parkway
Overland Park, KS 66251
By Patty, October 6, 2009 @ 1:38 pm
My sprint phone sucks! I emailed Dan and he has lied on his tv ads. He does not give a response to his emails.
By Chris, October 12, 2009 @ 12:18 pm
The dumbest email I have ever received in my life just came from Sprint. Now take into consideration, they emailed me asking for my email address and addressed me by my first and last name to start the email out. I thought about forwarding this email to Dan Hesse thinking he’d get a kick out of it too, but from what I’ve read here, I think it would be a waste of time.
Dear Chris Hxxxxx,
Thank you for contacting Sprint. I am happy to assist you regarding the
plan and charges.
To protect your account from unauthorized access and changes as well as
to assist you further, it is important that we confirm your information.
Please provide me 1 out of 2 of the following information:
1. First and Last Name
2. E-mail address
Sincerely,
Alan G.
Sprint
By al, October 14, 2009 @ 4:49 pm
This was the worst experince i have ever had, check it out, i did recive a call the next day but they only offerd me what i was told in the first place
here is who i emailed, i just complied the list from the email before
Daniel.R.Hesse@sprint.com; ,Karen.Paletta@sprint.com,executive.offices@sprint.com,ecare@cc.sprintpcs.com,Keith.Cowan@sprint.com,; laura.porter@sprint.com,Robert.Stedman@sprint.com,Ethicshelpline@sprint.com,
First I would like to say that I have never done anything like this in my life, second I have only had service for a total of 3 days, of those 3 days I have been on the phone with sprint for 8 hours and in the store for 2.5 hours.
10/10/09
I was to receive a discount through the company that I have, $100 credit porting and a $50 equipment credit. When I called into ask about it the telesales emp Kath (09393) talked to her supervisor and they decided that they could honor it, after 2 hours of being on the phone and $870.06 later I got off the phone with the phones ordered being promised a credit of $450 since they could not discount the phones and the $300 rebates. I agreed that it was ok order tm-tsph-270-22964
10/11/09
To my surprise I received an email the next day sating that something had gone wrong with the order and I had to call in. I did that and after an hour I was told I had to redo the order, I said fine and mentioned the credits and she said she could not do that, at that point I was upset and asked to speak to a supervisor of customer service, that was when I spoke to lawance and he said that he could not credit me anything since I did not have an active account, he then transferd me to Stacy (820059) at sales support team. after explain everything to her again I asked if I could just go the store and call back to have the credits applied, she looked at the notes from the order and said YES the notes are here and I see all the credits she promised and that it should not be a problem, she gave me a direct number to call (not her direct number of course) 866-789-8294
Store on 1 w division st, Chicago, IL
Rep mayur patel
So I go the store and I told the rep before we started that after we activate I need him to call in and get the credits taken care of, of course he agreed since he was getting 3 new lines out of me. He could not port in my numbers for some reason so he decided to issue me temp numbers and said he would port in after. He called in to have the ports done and surprise, they could not figure it out either; I forgot to mention that I worked for a cell phone company for 7 years for a company that strived for customer service. I told him to check the number portability site to make sure it was ok and to see what exchange it came from and he looked right at me and said they do not have that capability, the girl next to him said we did and then he found it. And then he told the agent he was talking to. 2.5 hours later he said he was done and to wait to activate the phones, I was leery to leave but he said just give it about 30 min and it should be fine. I told him fine and then I asked if he could call for the credits I was PROMISED. He looked at the line in the store and suggested that I should call myself and it should be no problem. I was VERY upset at that point and I did not want to be there anymore. Oh and I spent another $859
So after an hour I tried the phones and guess what, none of them worked and neither did my other phones. the ports where done wrong, all my phones had different numbers on them, so I spent another 2 hours on the phone trying to fix them and we only fixed 2 or the 3, this was my entire day dealing with getting new service.
I really started to regret my decision at this point but I figured I would give it a chance.
10/12/09
I did not want to talk to anyone at this point but my sister was on the phone for over 1.5 hours trying to fix the last port and it was done.
10/13/09
I called in and of course no one could see that notes that Stacy saw so I had to start from scratch, spoke to several people in customer service including supervisors that could not help, at this point everyone was very nice and it seemed like they wanted to help but just couldn’t, I was then transferred to account services I think (your retention department) and spoke to someone and was disconnected after 3 min of talking to him, I was hoping to get a call back after being on the phone for almost 2 hours but did not. I called back and had to start all over again, at this point I am getting very frustrated but the girl I spoke to was very nice and calmed me down, she then informed me that he was putting an escalated ticket in and assured me that it would be taken care of, I asked again if this was the last time I would have to call and she again assured me. She informed me that someone else called in with a similar issue and it was resolved right away. I then asked if there anything else that she could do about all the time I had spent and all the issues she said she would ask a supervisor and that’s when it got really bad.
‘brian.x.ackerman@sprint.com’
Brian Ackerman, I don’t know how someone like this can be in charge of your retention program. He immediately started to blame me for the issue and said that I needed to talk to my company about what they are offering me, I send him a copy of what was on my site and he said that I was wrong for going to the store and calling telesales and that I should basically learn to read and follow directions
At this point I was felt like I did something wrong and that I was not a customer at this point but a problem. I just wanted what was promised by several people at your organization, I should not have to stay on the phone for hours, no one has a call back number, no one follows up and the employee numbers they give out means nothing, I was told that there is no way to contact those people again, why do I have to call back every time and repeat myself over and over.
Brian said I should go to the store and return everything and start over, that just shocked me, coming from wireless that would cost your company lots of money not to mention a complete waste of my time. If this is common practice I can see why it so hard to make a profit, returning phones is a huge loss for your company.
He then stated that the escalation ticket is going to get denied, I was then really upset, I informed him that his rep assured me it was going to get taken care of, he said sorry and that was not the case.
I then said I just wanted what was promised to me by several people, he said sorry and that was not the case
he then said he was going to contact my company and talk to them, I told him there is no need to contact them, this is about what people at your organization promised me they would do, he kept saying it was my and my companies fault and he was done discussing it with me and would contact me at a later point, I asked to speak to his boss and he said within 48 hours, I asked for her email, he said Hedi and then stopped and refused to give the rest.
my friend who was in the room started to see how upset I was getting and told me to hang up, I then make a comment to my friend stating how bad the service I was receiving and Brain then said to me “and I will make sure to tell your company about the way you are representing them” and that I was “acting unprofessional” I informed him that he has been dealing with this for 20 minutes and I have been doing this for 4 days. He said he was done talking to me and I just told him to have his boss call me, we will see if she actually does.
Needless to say I will probably talk to his boss just to vent and end up returning everything, and tell the 10 customer I had lined up as referrals not to bother after this. , I have never been treated like this, it’s a shame that you have a good network, advertising, decent phones, great pricing but this is not worth it, and I would gladly pay an extra $50 a month for good service.
AGAIN THIS IS FOR NEW SERVICE
By PAMELA, October 20, 2009 @ 11:19 am
I hav been with sprint for 7 years, since 9/28/09 I have been trying to resolve an over charge on by sprint bill- I have documented speaking to 13 agents,the times and how long I was kept on the phone- with the 1st agent was informed I would receive the refund. then I received a return call from sprint to contact them – no phone #. So I call back, had the clueless agent wanted me to explain all over again- NO read the notes, only to be told no there is no refund due???? So 13 different conversations over the last few weeks and a 4 hour call today being transfer all over the country even Canada, drove me to find this web page- I tried to call corporate headquarters- only to be told put it in wrighting – Seem Mr. Hesse is not concerned about who pay’s for his salary. So I will not be waisting anymore of my time or money on sprint- I will be canceling my contract and looking for a new carrier. To bad for them- how sad- corporate greed all over again. When I see him at a future event, I will enjoy ingnoring him and see how he likes it. If asked why- I’ll tell him to put his questions in wrighting and give him an email address to nowhere.
By PAMELA, October 20, 2009 @ 12:20 pm
ok respone to my last note- I do not give up easily, still wanted to know who was using the internet from my personal phone- so I called one last time, spoke to exectuive customer agent- she was very pleasant- LISTEN to what the orginial problem and my concerns- we review my phone applicatons to verify the usage and where it was comming from-she review the notes and did offer the refund- the amount has been credited to my account- I will be staying with sprint- and never having issue before it just takes 1 good customer service agent to listen and understand, review where he problem stemed from- My suggestion- if you like your phone and package- and have a valid complaint- don’t give up there are still good customer agents at Sprint.
By connie, November 6, 2009 @ 1:13 pm
Glad to know it is not just me. Thanks for the tips and email and addresses. will try these, but am not holding out much hope for resolution.
By luccia, November 23, 2009 @ 11:55 am
HERE FOLKS TELEPHONE NUMBERS FOR YOU TO CONTACT…1-703-433-4000 (CORPORATE OFFICES)
1-817-215-3471 OR 1-703-433-4401. ASK FOR THE DIRECTOR OF ACCOUNT SERVICES!!!
AN ESCALLATION MANAGER IS ONLY A PARTY TO APPEASE YOU AND THEY DO NOT HAVE THE AUTHORITY TO CREDIT OR FIX ANYTHING ON OUR ACCOUNTS.
SPRINT CAN EAT THE CANCELLATION FEE AFTER ALL THEY PUT ME THROUGH IF THIS IS NOT RESOLVED AS PROMISED IN THE NEXT 24 HOURS.
By J. Carter, November 24, 2009 @ 10:22 pm
Hello everyone. When you email these people also file a complaint with the FCC… I can gurantee you’ll get a response from the proper people then. Goto fccinfo@fcc.gov.
By Brenda K., December 4, 2009 @ 12:22 pm
I switched to Sprint about 10 months ago. I were with Verizon for about 5 years. i was a faithful sprint customer (customer service with sprint was a nightmare) before the switch to Verizon. I switched because of the Samsung Instinct phone, plus, all my family members was with sprint. Everyone was telling me that customer service has change. I really thought this phone would be the one phone that have everything I need. I have the “Simply Everything Plan”.
To may disappointment and dismay, I have gone through 2 and is working on my third. I got so fed up with the issues of the Samsung Instinct (screen freezing, send button not working, etc.) I took my phone to the Virginia Beach Repair store, only thing I received was a hard reset, within 2 hours the phone still wasn’t repaired.
I currently work in the DC metro area, I took this phone into the Sprint Store in Waldorf, MD, a phone was reordered for me (got a refurbish one). Picked the phone up within 3 days (shouldn’t take that long, but it did), the Sprint Tech reset all my contact information. I started inputting all my speed dial information into this phone, all my speed dial information was deleting (this happen before, I left Sprint’s parking lot). I asked the tech about it, his words,”I DON’T KNOW, I NEVER SEEN THAT HAPPEN BEFORE AND I DON’T KNOW WHAT TO TELL YOU”.
I called the customer service, and spoke with a Supervisor by the name of Ellisa Jones from Topeka, KS she tried to get me another phone with the 3 time phone replacement. THIS IS A SPRINT POLICY: NOT ONE STORE IN THE WALDORF, MD OR VIRGINIA BEACH, VA WOULD HONOR THIS PROGRAM. Ms. Jones (outstanding customer service) kept a daily log of our conversation and to see how much progress was made.
I spoke to another supervisor by the name of Mark Anthony (worthless and useless), his exact words were “I FEEL YOUR PAIN, I HAVE A INSTINCT MYSELF AND THIS IS MY THIRD PHONE AND THAT, I DON’T KNOW WHAT TO TELL YOU, HE ALSO COMMENTED THAT SPRINT IS ONLY RESPONSIBLE FOR A WORKING PHONE. IT DOES NOT MATTER WHETHER ITS NEW OR REFURBISH.” HE THAN CONNECTED ME TO A CURTIS HEIGHER which by the way is another supervisor.
Curtis Heigher wanted me to get another Instinct (newer one), the instinct has left a bitter taste in my mouth. I didn’t want another one, I asked for an upgrade because of this crappy phone. I would have paid for any additional cost, He said that wasn’t possible. He wanted me to go Largo, MD to another sprint (this 30 miles out of my way), unless he able to send me some gas money, I refuse to go. Evidently, Mr. Heigher doesn’t know the DC rush hour traffic. I have a family, that would have taken from their time. He wanted me to go to the corporate store in Herndon, VA. this man failed to realize that, I have to work and that once again evening rush hour traffic in DC is hell.
He than connected me to a Sean Pete, from your executive office. I told him, I would be willing to pay any extra cost for a grade (I’M NOT WILLING TO PAY ONE CENT FOR AN UPGRADE NOW). I keep getting, you must go to a Tech, well I tried Sprint some call tech(s) and it didn’t get me anywhere. I refuse to go to any other store. THIS HAS BEEN A ON-GOING ISSUE FOR OVER 3 WEEKS AND A INCONVIENCE TO ME AND MY FAMILY.
I have reported this issue to the Better Business Bureau and my family will also, be terminating their service with sprint in the near future. With my 2 year contact, I would be paying $4176 for 2 years. I say, it cheaper for me to terminate this contract then keep paying money for crappy equipment.
I feel that your company, KNEW this phone is a piece of crap (especially with all the bad reviews), and you as the CEO, YOU have done nothing about IT. SHAME ON YOU, FOR FAILING YOUR CUSTOMERS WHO SPEND THOUSAND OF DOLLARS FOR THEIR SERVICE and has been loyal customer to this company.
MAYBE VERIZON DON’T LOOK SO BAD AFTER ALL.
Please forward me your address, I will gladly send you this worthless back to your company and don’t worry shipping and handling, its on me.
BRENDA KIDD
By Richard, December 6, 2009 @ 10:42 am
I suggest that anyone purchasing a device from any carrier to find and develop a working relationship with a person and (in person) at a physical store. That is the person who will benifit from the purchase and or renewal of a contract. They are also the one most likely to truely desire to make you a satisfied customer. all they ask in return is your loyalty. Not a website or telesales rep. Perhaps you will pay slightly more but your actually paying for personalized care for your account. Thats what businesses do and so should you.
By Emi Cox, December 19, 2009 @ 7:15 pm
This is a formal complaint to Sprint PCS.
SPRINT PCS using dishonorable tactics to defraud a customer.
A payment arrangement was made, and promised to reinstate services upon receiving that payment, and never informed that customer that the account was in collections until after the payment was made. False statements, such as “payment arrangement will be honored by Sprint. Phone conversations of customer trying to get Sprint to honor their word that will prove that Sprint understood the commitment, but refuse to honor it.
CONTACTS:
Dan Hesse Address: Sprint World Headquarters, 6200 Sprint Parkway, Overland Park, Kansas 66251; http://www.sprint.com.
Angelino, Mark – SBS Executive | 703-433-4440 | mark dot angelino at sprint dot com | VARESP0501 – 549 | NX9733 – 00100
Fleming, Denise Russel – Director | 703-592-5536 | denise dot r dot fleming at sprint dot com | VARESP0501 – 575 | 01532
Foosaner, Robert – Govmnt Affairs | 703-433-4144 | robert dot foosaner at sprint dot com | VARESP0503 – 561 | NX1785 – 00100
Garcia, John – Cable JV Sprint Only | 913-794-1393 | john dot a dot garcia at sprint dot com | KSOPHF0302 – 3A603 | 18900
Giarraputo, Joy – Assistant | 913-794-1501 | joy dot e dot giarraputo at sprint dot com | KSOPHF0410 – 4A421 | 00937
Hill, Christie – Corporate Governance | 703-433-4216 | christie dot hill at sprint dot com | VARESP0513 – 503 | NX1289
Kelly, Tim – Chief Marketing Officer | 913-794-1670 | tim dot kelly at sprint dot com | KSOPHF0410 – 4A103 | 10000
Kennedy, Leonard – Corporate Legal | 703-433-4274 | len dot kennedy at sprint dot com | VARESP0513 – 502 | NX1209
Land, Meghan – Office of the CEO | 703-433-4094 | megan dot land at sprint dot com | VARESP0507 – 5030 | NX1652 – 10500
Price, Sandy – HR Executive | 913-794-1001 | sandra dot j dot price at sprint dot com | KSOPHF0310 – 3A127 | 00895
Saleh, Paul Office of CFO | 703-433-4436 | paul dot saleh at sprint dot com | VARESP0512 – 583 | NX0974 – 00100
Walker, Kathy – Chief Network Officer | 913-794-4000 | kathy dot a dot walker at sprint dot com | KSOPHF0310 – 3A377 | 01263
West, Barry – Chief Technology Officer | 703-433-4578 | barry dot west at sprint dot com | VAHRNF0401 – 4070 | NX5901 – CTO00100
White, Bill – Corporate Communications Executive | 913-794-1099 | bill dot white at sprint dot com | KSOPHF0310 – 3A103 | 00089
Russ McGuire, VP of Corporate Strategy, at
russ.s.mcguire@sprint.com
Jeff Clemow Business Marketing
jeff.w.clemow@sprint.com
Adriano, Jerry – Customer Experience Executive | 913-762-8080 | jerry dot adriano at sprint dot com | KSOPHI0306 – 3C555 | 03503
Carter, Matthew – Base Management Executive | 913-794-2200 | matt dot carter at sprint dot com | KSOPHF0310 – 3A203 | 10000
Curran, Jim – BCS Executive | 913-762-1238 | jim dot m dot curran at sprint dot com | KSOPHE0210 – 2A101 | 07132
Digiorgio, Bryan – SVP Of Customer Care | 913-794-1705 | bryan dot digiorgio at sprint dot com | KSOPHF0410 – 4A603 | 10000
Garvey, Kim – Executive Assistant | 913-794-1671 | kim dot garvey at sprint dot com | KSOPHF0410 – 4A107 | 10000
Hallier, Shelley – Director | 913-794-1132 | shelley dot r dot hallier at sprint dot com | KSOPHF0402 – 4B465 | 10000
12/16/2009
Ø Called Sprint @ 800-639-6111.
Ø Total bill due: $772.21.
Ø Made a payment arrangement to pay $173.21, with Sprint agreeing to reinstate services and they also agreed to a payment plan for the balance of $559.00.
Ø Was told that I had to make a cash payment at a local Sprint store because my last payment was a returned check, and in 2-4 hrs, my payment would post to my account, and once it did, my phone services would be reinstated, and at that time, I would also make payment arrangements on the remaining balance.
Ø Went to the Sprint store at 9446 US. HWY 19, Port Richey, Fl, but the store was closed.
12/17/2009
Ø Called Sprint @ 800-639-6111.
Ø Informed customer service that I tried to make it to the store on 12/16, and that I would try again when I got off work. I also stated that if I could not make it, I would definitely pay the arranged amount on Saturday, because I’m off work on the weekends. I was informed again that my payment arrangement would be honored. I was told that would not be a problem with my current arrangement.
12/19/2009 1345
Ø Went to the Sprint store # 1045 at US. HWY 19, Port Richey, Florida to make my arranged payment.
Ø The CSA name David M. helped me. Before making my payment, I asked him to verify in the electronic notes in my account stated my current payment arrangement, and he stated that it was still there.
Ø I then asked David if I could use his office phone, so that I could call Sprint’s Financial Department at 800-639-6111 to verify it for myself, before I made my payment. I talked with a supervisor named Eric, and he stated that Sprint would still honor the arrangement to have my services reinstated after paying $175.00. I asked several times again, making sure I worded everything to where he could understand, and he confirmed every time.
Ø I went ahead and made my payment, which was made 1405:29.
Ø I called Sprint at 900-639-6111, and the preempted automated service stated that my payment had been received. I then was routed to the Financial Department. I spoke to an agent that told me there were no notes of my conversation at the store by Eric. I asked to speak to him, and I was told that there are several different call center locations, and he wasn’t at the one I was routed to. I was then told that my account was in collections, since 12/16/2009, because I didn’t make my payment as arranged.
Ø I was never told on 12/16/09 that if I didn’t make my payment on that date that my account would be sent to collections.
Ø I was never told on 12/17/09, when I called and said that I would make my payment on Saturday that my account was in collections, because I had asked if the arrangement was still valid, and I was told yes.
Ø When I went to the Sprint store to make my payment, and verified with David at the store and Eric at the Finance Dept. on the phone, that my account was in collections, which was 3 days after my account went to collections. I also never received any mailing from Sprint stating that my account was ever in jeopardy of going to collections.
Ø I asked to speak to a supervisor, and talked with Tatiana. She verified my issue by calling the Sprint store where I made my payment. She had us all on a conference call, with David M., who took my payment, and he verified that he stated to me that the notes of my payment arrangement were still there and valid. She said she was transferring me to her supervisor, Porscha, which I did start to retell my problem, and then the phone was disconnected. This phone call started at 1715. I was at a pay phone at Walgreen’s by my job.
Ø I immediately called back, and was asked to verify my address. Once I did, the agent told me that the phone call was being recorded, and then stated that there was a letter mailed to me stating my account was about to go to collections. I then asked him about the payment arrangement, and if he could see the notes and details of that. He stated yes, and I then told him that he was being recorded, and he hung the phone up. I did record the phone conversation.
Ø I immediately called back again, and went through the entire process again. I finally was transferred to a manager named Art Pizano at the Arizona office. He stated that he understood the following:
o I was never told that my account was ever going to collections, even though I verified that with the Sprint store in person and over the phone
o I was told specifically that Sprint would honor my arrangement, and that I asked repeatedly that when I pay the arranged amount, that my services would be restored today, even though my account was in collections. I was never made aware of that at anytime TODAY when I made my payment.
o Even though I was told and that my payment arrangement as of 12/16/09 was electronically noted on my account, that by the time I spoke with him, he understood that 2 Sprint employees lied to me, and also withheld the fact that my account was in collections at the time I made my payment TODAY, that there was absolutely nothing he could do to reinstate my services, to honor the agreement.
Ø I then stated to Art that I know Sprint is the one who accepted my payment, not the collection agency. He confirmed.
Ø I then stated that Sprint could do whatever they wanted to get my services reinstated, even if that meant opening another account. He stated they could, but won’t.
Ø I asked him again about the principal that Sprint lied about reinstating my service as agreed, and that Sprint never told me until after I made my payment that my account was already in collections TODAY, and then, talking with him, Sprint dishonored the agreement. He stated that we could talk about this for minutes or hours, but the answer would be the same. I stated okay, and hung up.
Ø I recorded that conversation as well.
I am demanding that my account get reinstated with Sprint immediately. I am also demanding that my original agreement made on 12/16/09 be honored.
Emi M. Cox
Emico67@aol.com
5408 James St., New Port Richey, Florida 34652
Sprint mobile: 727-534-0747, 727-364-1227, 727-364-6381
Federal Trade Commission, Washington, D.C., will be contacted with my statement and copied email to you, as well as my recorded phone conversations verifying that this written statement is true and correct.
Emi M. Cox
(727) 597-2369
Email: emico67@aol.com
I’ll let you guys know how this gets resolved.
By Jim OFallin, January 18, 2010 @ 1:22 pm
Rick Beuthin
Director, Customer Service
+1.703.433.4000
rick.beuthin@sprint.com
Sprint Nextel Corporation 6200 Sprint Pkwy
Overland Park, KS 66251-6117
USA
Daniel Hesse
President and Chief Executive Officer
+1.800.829.0965
daniel.hesse@sprint.com
Sprint Nextel Corporation 6500 Sprint Pkwy
Overland Park, KS 66251-6108
USA
Lance Brown
Director Customer Care
+1.800.829.0965
lance.brown@sprint.com
Sprint Nextel Corporation 6500 Sprint Pkwy
Overland Park, KS 66251-6108
USA