Sprint PCS

[jbrulle]

I use Sprint PCS in San Francisco and have had almost as many bad customer service experiances with them, as I previously had with Pacific Bell PCS.

The latest example:
- Sunday: After being saturated with their new commercial for the "voice command" feature, I went online and ordered it.
- Monday: Receive email from 'ecare' asking me to confirm the order. I sent a reply doing so.
- Tuesday: Receive an email thanking me for the order. Reply asking for setup instructions.
- Wednesday: Get email directing me to the order site. I reply that the order site contains no instructions - just a blurb that states that after ordering I would receive an email with the URL for editing the service along with an ID and password.
- Friday: Get email telling me to press "*Talk" on the phone itself, and all will be explained. However, Sprint PCS system is down all day, so phone is useless. Sent reply to that effect and demanding a response to the prior questions. Never hear from 'ecare' again, regardless of followup inquiries.
- Saturday: Service is back up, but the "*Talk" just gives me a sales pitch about how wonderful it is to have voice command and directs me to the web site (URL to be provided by registration email that I never received).
- Monday: Go to Sprint store and am given an 800 number for "customer care". Call the number several times that day, but always get errors or if I do get through, must enter 20 different digits to navigate to service support, and am then disconnected.
- Tuesday: See Monday.
- Wednesday: Finally get through. After much discussion, am finally told how to get to the web site. Only Sprint server is down. Support person argues that it is not, but finally tries themselves at my heated insistance and sees that it is. Tells me to call back after service is up and then disconnects me!
- Thursday: Web site is back up and I can start using the service, only 11 days after ordering it!

So if I use voice command everyday for the rest of my life, I'll save enough time to break even with the 11 days I spent getting it setup. Now that's convenience!

[wmorris23]

you tried writting to head office and saying youll go more public about it unles they compensate you..not sure if youll get stuck with a black mail case but it could be fun..

[Virginia]

This was my recent favorite- I explained to a Sprint PCS customer "service" rep. that I shouldn't be charged for $.40 each for overage night and weekend minutes as I had purchased a bundle of 200 minutes for $9.99 on the internet. She said, "Can you prove it?" I said how am I supposed to prove it? I did it with a single click on the internet. She told me that unless I could prove it there's nothing I could do except pay at least $50 to get my phone turned back on (I'll save the story of how my phone was turned off before the charges were posted to my online invoice).
Whatever happened to the customer is always right? Since when do I have to collect evidence every step of the way?

[aritter6]

3 cents

www.3kissld.com/rightresults
and

3.9 cents
www.riterateld.com/rightresults