Sprint customer services contact?

gkainz

gkainz

Final Approach
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Greg Kainz
Does anyone happen to have an inside contact with Sprint to discuss a billing problem? I'm trying to find someone within the US, as it appears that everything related to billing has been off-shored. So far my requests for assistance by dialing the sprint help phone number have all been answered by "English as a 3rd language" folks, and all emails have been answered with the same phrasing as the phone conversations.

I'm striking out ... how does one tactfully make a complaint about the level of service from off-shored service reps when all contact is routed to those same reps?

Am I being "intolerant" when I bristle inside when asked for my account password and my credit card information? Yeah, I know - I've heard to stories of outsourcing to prisons for this kind of thing as well, so why be nervous about my credit card going to India when it could be going to Leavenworth? Still bothers me.
 
gkainz said:
Does anyone happen to have an inside contact with Sprint to discuss a billing problem? I'm trying to find someone within the US, as it appears that everything related to billing has been off-shored. So far my requests for assistance by dialing the sprint help phone number have all been answered by "English as a 3rd language" folks, and all emails have been answered with the same phrasing as the phone conversations.

I'm striking out ... how does one tactfully make a complaint about the level of service from off-shored service reps when all contact is routed to those same reps?

Am I being "intolerant" when I bristle inside when asked for my account password and my credit card information? Yeah, I know - I've heard to stories of outsourcing to prisons for this kind of thing as well, so why be nervous about my credit card going to India when it could be going to Leavenworth? Still bothers me.
Click to expand...

I know a lot of inside people in a lot of different cellular telcos and they all tell me the same thing, "our customer service sucks!". The best way to make a complaint is to keep the churn number high, in otherwords it is time for a switch of operators.
 
gkainz said:
Does anyone happen to have an inside contact with Sprint to discuss a billing problem? I'm trying to find someone within the US, as it appears that everything related to billing has been off-shored. So far my requests for assistance by dialing the sprint help phone number have all been answered by "English as a 3rd language" folks, and all emails have been answered with the same phrasing as the phone conversations.

I'm striking out ... how does one tactfully make a complaint about the level of service from off-shored service reps when all contact is routed to those same reps?

Am I being "intolerant" when I bristle inside when asked for my account password and my credit card information? Yeah, I know - I've heard to stories of outsourcing to prisons for this kind of thing as well, so why be nervous about my credit card going to India when it could be going to Leavenworth? Still bothers me.
Click to expand...


Greg,

I have nextel, and I recommend going through their website support system.

They should assign you a ticket number and you then get documentation of your problem.

I have had decent success with their system uisng it from their support page. Especially wehen I am sapecific in what I am requesting.

Good Luck, and I don't try to call when I can avoid the language barrier all together.
 
Sprint cellular, or Sprint landline?

Different entities & much different ways to handle the issues.

If it's for your business, I'd start with the Sprint small business sales folks in your area....
 
Nextel's e-mail support blew chunks, at least a year ago.

Scour Sprint's website for the investor relations department. One can usually find the main corporate switchboard number. There's usually some VP in charge of operations/customer service. That's the department you want.

Aha...quick check of their website, they appear to have kept the original Nextel home addess where I called last year...

Corporate Headquarters
2001 Edmund Halley Drive
Reston, VA 20191
703-433-4000

http://www2.sprint.com/mr/exList.do

I don't think I made it directly to an executive. I just called that number and asked a little until I ended up in the right dept.

Good luck.
 
gkainz said:
So far my requests for assistance by dialing the sprint help phone number have all been answered by "English as a 3rd language" folks, and all emails have been answered with the same phrasing as the phone conversations.
Click to expand...

File a complaint with your state public service commission and
the Better Business Bureau.

Sprint's worthless. A few years ago I got a cell phone with them
and they sold me a nationwide plan .. then when I was out of town
and really needed it it kept requesting that I enter some kind of
a Sprint calling number. It took me almost 3 days of perpetually
being on the phone with them and ultimately I finally found someone
who would just cancel that account and setup a new one .. correctly.
When I wrote to them to complain I never heard a peep. They just
blew me off and never replied.

RT
 
gkainz said:
Does anyone happen to have an inside contact with Sprint .
Click to expand...

It does make a difference if you talking about Sprint landline service or Sprint PCS. I have a relative that works for PCS that I might be able to get some info from if that's the division you are having problems with.
 
smigaldi said:
I know a lot of inside people in a lot of different cellular telcos and they all tell me the same thing, "our customer service sucks!". The best way to make a complaint is to keep the churn number high, in otherwords it is time for a switch of operators.
Click to expand...
Yeah, unfortunately I just switched INTO Sprint because of intolerable dead zones with Verizon, the biggest being my house.
 
wsuffa said:
Sprint cellular, or Sprint landline?

Different entities & much different ways to handle the issues.

If it's for your business, I'd start with the Sprint small business sales folks in your area....
Click to expand...
sprint pcs ... yep, already tried that - a very helpful young man who really understood what "customer service" meant gave me the email of his manager... whom has not responsed to my request for help or the next rung in the ladder. Maybe unwritten company policy says "complain about offshored billing and you will be fired"?
 
ausrere said:
It does make a difference if you talking about Sprint landline service or Sprint PCS. I have a relative that works for PCS that I might be able to get some info from if that's the division you are having problems with.
Click to expand...
Sprint PCS - thanks! I'll try anything to at least get a foot in the door, so to speak.
 
Here's the letter I tried routing thru a local store's manager:

Hi - I just finished talking with xxx at the xxx Sprint store, whom I called in complete exasperation after getting routed overseas numerous times to the Sprint billing support system in trying to resolve a billing problem.

I am COMPLETELY and TOTALLY dissatisfied with Sprint's outsourced support center and wish to register my complaint with Sprint.

xxx was very concerned about my frustration and difficulties as a new customer with Sprint, and went out of his way to help me. He has a great concept of what customer service is all about. He was unable to provide the email address to (the manager) , but suggested I route this to you. If you would be so kind as to forward this to the appropriate level of management within Sprint, I would be grateful.

I am a new Sprint customer, having switched from another carrier, and am strongly considering switching back to my prior carrier. Since purchasing my new Treo 650 and signing on with Sprint, I have been very unhappy with the whole experience. My Treo would perform numerous soft resets throughout the day instead of ringing. PDA Support walked me thru a hard reset of the phone which appears to have resolved that problem, but has disabled my PCS Vision access. I finally have that mostly reconnected, but have still yet to resolve the password propogation between sprintpcs.com and versamail.

Secondly, and most importantly, my service was blocked today for non-payment of my bill. Shortly after switching my service to Sprint, I completed the on-line automatic bill payment feature on the Sprint website. The system accepted and acknowledged my credit card. When my first bill was received it showed a balance due and there was no charge to my registered credit card. I re-entered the card information on the site and it was once again received successfully. My second bill arrived with a larger balance due, an amount past due and a late charge. My credit card was once again not charged for my Sprint bill. I talked with a support representative who seemed to have great difficulty explaining why my credit card charges had not been processed. She re-entered my credit card information and assured me that she would monitor my account to ensure that the payment was processed on March 11.

However, this afternoon, March 9, my service was interrupted and internet access blocked due to non-payment of my bill. Once again, another difficult conversation with an overseas account representative ensued. She also could not explain why my bill was not paid. However, she was able to manually apply payment in full to my account, using the SAME CREDIT CARD that I have entered in your automatic payment system. Unfortunately, I have now been inconvenienced with no phone service until the Sprint systems decide to reestablish my account and access.

I use this phone for business purposes and having my service interrupted through no fault of my own is nearly the last straw in motivating me to return to my previous wireless provider.

Sincerely,
....
 
Greg,

Do you still have the contract you signed?

If so, look at the "Dispute Resolution" section, and see what it requires.

Better Business Bureau is pretty much worthless in this sort of thing. State consumer affairs might be a little better. Attorney General's office might offer more help. But best of all, I'd bet that the consumer affairs reporters of your local media outlets would love to take on another cellphone complaint...:rolleyes:
 
wsuffa said:
Greg,

Do you still have the contract you signed?

If so, look at the "Dispute Resolution" section, and see what it requires.

Better Business Bureau is pretty much worthless in this sort of thing. State consumer affairs might be a little better. Attorney General's office might offer more help. But best of all, I'd bet that the consumer affairs reporters of your local media outlets would love to take on another cellphone complaint...:rolleyes:
Click to expand...
Thanks, Bill. I'll start there. Altho, do I really have a dispute? Well, they re-enabled my service, but we'll see what happens next month. I guess my biggest burr under my saddle is the off-shored billing services.
 
Sprint customer service? That's an oxymoron if I ever heard one! :rofl:

Verizon has excellent customer service, too bad you were in a dead spot at home. Did you let them know about that? They'll actually send their network guys to take a look, as long as you're not on the fringes. I actually just dumped 'em too despite the great customer service, because they cripple their Bluetooth phones. I'm a gadget geek, and I don't take well to crippled gadgets. :no:

Cingular's service (that's who I switched to) has been friendly but not too effective on my geek questions:

Me (after pressing the right buttons to get to a "wireless internet" support person): Hi, I'm trying to hook my laptop up through your network, and I need the username, password, and GPRS CID."
Them: "Huh? Um, I'm gonna transfer you to tech support."
(repeat above, transferring back to the original department. Repeat for three subsequent calls before I finally just googled it and got it working on my own.)
 
Every time I have called Sprint customer service from the cell phone (*2) I have talked to a U.S. sounding person.
 
RogerT said:
File a complaint with your state public service commission
Click to expand...

Thats if that department hasnt been out sourced to india as well. The local unemployment office here in AZ is answerd by people in India. How ironic is that.
 
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