Complaint Review: Sprint PCS - Nationwide

I had a phone line for a couple years with Sprint and didn't run into too much trouble (the first time around). I eventually cancelled the line without much of a problem.

When I came in need of a cell phone again, I chose Sprint because I was already familiar with them. This is where my trouble began.

I kept my plan an "Area-Wide" plan to be used in the Northwest only. Then it came time that I did some traveling and asked to be switched to a "Nation-Wide" plan so that I could go talk whilst in the US. I was told that was impossible to do and was quickly dismissed. Soon after I talked to a friend who had made those changes which prompted me to call again to inquire. After a short runaround, my plan was changed and I was satisfied (although I did have to change the number of minutes - which was a hastle).

When I got back home, I changed my plan back to "Area-Wide," but only after being transferred several times and being forced to explain my case about 3-4 times.

Little did I know that those changes automatically changed my contract. I had no idea that this was going to happen; nobody told me. Admittedly, I was upset and talked to them about it which is when I found out that any time a change is made to a plan, account or contract, the term is automatically "renewed."

After being transferred like crazy, waiting on hold for a collective eternity, I was finally promised that a note was made to honor the original contract. To shorten the story, I recently found out that nobody in the company even has the authority to do that. So I am still stuck with a long contract.

Another issue I had with Sprint PCS is when they initiated an offer to give me a free phone. I asked the representative several ways why I would be getting this phone and I was positively assured that it was to replace my existing phone on the same account and same phone number.

That's not how it worked out. The phone was already activated and had it's very own and seperate phone number. That was dissapointing because I had no need or use for it. It turned out that I did find somebody to use it (actually my fiance has the phone now) and did not send it back.

But we did port in her land line phone number which was supposed to take something like 2 hours and it ended up taking over 2 weeks. Even after all the time on hold, transferring and re-explaining the problem, not so much as an apology was offered.

I work on roofs all day and one day I was caught in the most freak of all rain/hail storms: it put all others to shame. Anyway, my phone was in my work bags and promply drowned beyond repair or retrieval of the stored data.

I went into one of the stores to replace the phone when the employee reminded me that in 2 months I was due for a credit to my account to buy a phone. He suggested to me that I activate an old phone until the came that I received said credit. When the time came, I tried using the credit to get a new phone and was denied the credit because I had activated a different phone. Of course, I explained my story and after many hours (literally) and transferres and re-explanations of the situation, I was finally promised a $150 instant credit. Still quite upset, I was at least appeased.

Again, I went into the store and attempted to use the credit and was still denied. I made more phone calls and was informed that nobody even has the authority to do such a thing (sound familiar?). I was very angry at this point.

I called to inquire about cancelling my plan, which includes two phones. I then was finally informed (for the first time) that the second line has its own seperate contract. So now to cancel early, they want two early cancellation fees!

I have called several times: requests for supervisors denied; transferred from department to department (how many departments does a cell phone company need?); and of course, after explaining myself 30 times, nobody is able to do anything. Oh, but they "feel really bad."

These are only a few of the bigger complaints I have had with Sprint PCS. Others include incorrect billing; over-priced bills with no word of reason; random account accessories added without my asking (ie voice command and road-side assistance) and still expected to pay.

The last call I made the other day was to be very nice and just say I wanted to cancel and not be charged the cancellation fee because I am only cancelling due to insufficient service on so many levels. The guy literally laughed at me and said that was not possible.

Thomas

Otis Orchards, Washington
U.S.A.

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