I hate Sprint PCS. I've been their customer for the last 4 years and always paid my bill on time. Recently, I saw their ad offers a free phone ( a rebate of $150.00 ) with a condition of a renew 2 years contract. I thought it's great. I want to keep my phone anyway so I have no problem with that. I went to the Sprint store and they gave me a toll free number to call because they said it can't be done at the store.
I called their toll free line and got a first woman ( one out of ten I talked to ) and told her what I wanted. All I wanted was to swap the phone, nothing fancy, no additional offer that I need. I barely use the 300 minutes I have so I don't need anything else but the new phone. I told her I want to keep my old number and I'll be glad to sign up for another 2 years but she insisted that I can't keep my old number but she'll be glad to send me the phone. She even offered me 5% discount and I thought that was nice of her. I found out later, it's all lies. When I got the phone, I called back (the second woman)to activate the phone to find out that I have 2 lines open which I never authorized. When the first woman told me I can't keep my old number, I assumed that my old number is no longer exist but she lied to me. I specifically told her that I dont' use up the 300 minutes I have, why on earth do I need the additional line?. One rep made it sounds like she was so nice. She was happy to cancel the line (unauthorized) and wouldn't charge me for it. Gosh.. are these people are thief or what? They robbed you in broad day light and pretend to be nice about it.
Fast forward to the 8 person I talked to in one day.. they all promised me that I would get an instant rebate and all I need to do is to go to the store and tell the rep. at the store and he/she would be able to look up my account which clearly stated that I'm eligible for a new phone (since I have to return the one they sent me, which makes no sense whatsoever) The sales clerk refused to let me talk to the manager. He wouldn't look at the account. Finally I told him that it clearly said on my account that I'm qualify for a new phone, he told me to go across the floor so I wouldn't be able to see what was written on my account (by the 8 reps I talked to on that day). First, he said the manager was not in. When I insisted I wanted to talk to him, the clerk told me that he was busy assisting another customer and he's an assistant manager which he's not because his name tag said he's a sale associate.
He suggested me to call back and talked to customer service and they should be able to activate the account. When I talked to the 9 rep, she referred me to a department that would be able to send me the phone but he demanded $150 before he sent it to me. Before she referred to this department, she said it would be a credit of $150 to offset the charge so I don't have to worry about paying for it. But if I don't send the phone back, they will charge me $150 for it. My question is where is that $150 instant credit on my account? I mentioned that everyone I talked to all said that I'm eligible to get a new phone and all he does is to send it to me. By that time, I got so frustrated because I was on the phone since 10 am and until 6pm including the time they sent me on a goose chase just to get the phone at the store which pretty far from where I live. Finally, I decided to call one more time and one rep. activated the phone for me without asking me the ID number behind the phone. He got the number on his system and read it to me before I even read it to him. That's simple enough isn't it? He said that he knows I only wanted to swap the phone and it shouldn't be a problem. It only took him less than 2 minutes to get it done and I hope that they recorded every conversation that I had with those incompetent putz at Sprint PCS.
They were trained to be that way-just wasting the customer's time and promised what they won't deliver. In a middle of the conversation with a 5th woman-which she hadn't solved the problem, the woman asked me If I'm going to pay my bill today and I asked her when is the due day, she replied it's due on the 20th of Sept. I told her she doesn't have to worry about it. It will be taking care off. She also suggested that I should keep the second line-the one I don't need and give it to friend or family and it's free. Does she think that I would believe anything they say by that time? I'm sure they won't hesitate to slamp me with the bill which I'll never use if I said yes.
Sprint PCS customer service is very good. They are good of lying. They're good of promising but don't deliver. They're good of running you around, avoiding to fulfill their promise. I guess when you work at $7-8 an hour, you can't expect to deliver a good customer service as the company wants you to believe. The bottom line is SPrint PCS is a bunch of crooks. Don't believe anything they say. I'm still not sure that I won't the bill for the phone. Will see.
