Sprint misrepresented network quality coverage in my area...and that's only the beginning... Overland Park Kansas
I initially switched to Sprint thinking it would save me money on my monthly wireless cost(s) and it has been a nightmare since day one. I ordered my phones online and upon arrival found that we had no service at all when in my apartment, and little to no service on our side of town despite there being a Sprint tower less than a mile away.
I contacted customer service and was told they were going to send me a "Magic Box" (mini cell tower basically) and that would solve my network issues. Their "just plug it in and you're good to go" turned into five phone calls and over three hours on the phone getting bounced from one department to another just to get the thing to turn on and connect to their network. It didn't take long to see that the Magic Box was anything but - with it turned on we still only had one or two bars of service.
After another handful of calls to customer service I finallly spoke with someone who informed me I never should have been given a Magic Box in the first place because it would not help. By now, the 30 day money back guarantee was long gone but after many more hours on the phone they finally agreed to compensate me for three months worth of service. That's great, but it didn't change the fact that their service doesn't work at my house. I wound up having to get wifi from a local internet service provider in order to get my phone to work.
Then there was an issue with one of the devices on the account. We took it to a Sprint store and one of the customer service reps for some reason put the SIM card from the device in another phone and apparently doing that signed us up for Sprint Complete unbeknownst to us. The customer service representative I spoke to on the phone is the one who explained how this happened yet they wouldn't reverse the charges/credit back the account for them even though they told me it was a mistake on their end.
The cherry on top of this whole brain aneurysm-causing nightmare of my year with Sprint was when both my phones were stolen/ruined. I spoke to them right away and told them I had no phones and on multiple occasions stated they would suspend the service but did not - and I didn't find out until the autopay went through. I've now paid for three months of service I couldn't use - complete with the Sprint Complete Insurance charge still on the bill. The employees I've spoken to have no problem suggesting I just get a different device that's compatible and use it until I reach the buyout stage of my lease because doing so would allow me to avoid two $299 damaged equipment fee charges.
1 Updates & Rebuttals
Abigail
St Cloud,Minnesota,
United States
Absolutely impossible to deal with
#2Author of original report
Fri, May 08, 2020
Sprint finally contacted me after I left a review on another website. After listening to their "highest level" customer service representative completely ignore every complaint that was relevant, stick up for the other employee who added insurance without my knowledge or approval, and be absolutely patronizing and rude at every turn, I had to terminate the call. When they called back, I answered, and the same woman proceded to "recap" our last conversation but everything she said was absolutely not at all correct.
That was the third person I asked to suspend my service and also the third person to fail to do so. I've paid for three months of service now PLUS an added insurance plan that was NOT authorized while I've sat here with no phone(s) and no service. $98.98 + $98.98 + $99.98.
I told them repeatedly I wanted to completely cancel all my services with them and get the bill for what I owe in total for the phones. They refused. I asked them to send me paper copies of all my bills because they will not grant me access to my account online. They refused. I asked them to apply the overcharges ($297.94) to what I owe on the phones. They refused.