Complaint Review: Sprint PCS cellular service - Internet

Let me start off by saying I am a current Sprint customer and not some disgruntled ex-customer.

I would like to tell you my story of lies, empty promises and overrall terrible customer service I have been provided by Sprint.

On June 23rd my 2 month old Blackberry Curve went into a continuous reboot. I spoke to Technical Support who advised they could ship me a new phone. I explained to them that 3-5 days was not an acceptable time frame as my wife is currently suffering from stage 4 brainstem glioma and this is my only lifeline to her while at work.

They advised that I could visit my nearest Sprint Corporate Store and exchange the phone. The following day I went to the store as directed only to be told to visit a third party repair center. After 2 hours waiting

I was informed that the phone needed replaced and again I would have to wait 3-5 days.

At this point I am infuriated because this store was an hour out of my way only to be turned away. I called account services to cancel my account. After some persuassion I conceited to have a phone overnighted to me. The phone arrived and worked fine.

Until July 4th. I was out helping another family member get ready for the family Barbeque. I was only gone a few hours but when I checked my phone I had over 20 missed calls from my wifes phone. I immediately called and my 7 year old son answers the phone and is crying uncontollably. He said "my is sick and wont get out of bed". I rush home to find my 7 and 3 year olds terrified and my wife is laying in a pool of vomit so weak she can move.

After getting everything cleaned up I try to figure out why I didnt get the calls. Everything was right in the settings. However my phone was bad again. It would not ring or vibrate and the speakerphone didnt work either.

This was it I was moving on. I called account services and was asked what would keep me from canceling. I told them I had no faith in the Blackberry and if they wanted to keep me they could replace it with a comparable model.

The Supervisor was unable to grant my request but asked I wait till the following day to speak to his manager before canceling. I consented, However, the call never came. Son on July 6th I called to inquire about this call back and the rep I spoke to said the notes do not indicate a call back was scheduled. But she would talk to her manager and call me back. The rest of the day passed without a call back.

On July 8th I call intent to resolve the issue that day or I was moving onto another provider. I speak to a rep and explain everything. He is very apologetic and tells me he is calling Tech Support to see what he could work out. He indeed calls me back an hour later. "Good News" we can replace your phone but we need to update your address to ship it. He tells me it has to be in there 24 hours before they can so I have to wait another day.

So on July 10th I call to get the tracking number. Guess what....there is no order in the system. I speak to a Supervisor who flat out told me "Your Screwed". I drop off the line and file a complaint with the Better Business Bureau.

After about 2 weeks I receive a call from Hassan Safe in Executive Services. He never says he is sorry or apologetic. He just states company policy and provides me no resolution to my issue.

I hope to get the message out and to prevent others suffering from this enviroment of service that has no consequence for lying to the customer and never following through with promises.

My experiece so far has been less than memorable.