My husband has been a Sprint/Nextel customer for 12 years. Recently, his phone broke. Sprint finally agreed to send him a replacement phone, but instead of sending a Nextel, they sent us a Sprint Direct Connect, which we don't have service for in our area. After 2 weeks' of arguing with them, they FINALLY allowed us to return it and sent a Nextel. I sent both the original broken phone AND later after we received the Nextel, the Sprint Direct Connect phone back to them in the packages provided. I sent both "return receipt" and had gotten the signed slips for them back where Sprint had received them. 2 months later, my husband started getting $150.00 bills for "unreturned equipment." We called them and faxed over the signed slips (where THEY had signed for receiving the phones when they were delivered), and htey STILL denied that we ever returned the phones! Finally, after 3 months of this back-and-forth sh-t, a supervisor did issue a credit, but NOT because they were wrong. Only because they found an "inconsistency" in the e-mails they had sent to us. As far as I am concerned, this is NOT good enough! They need to own up to the sorry mistakes they make!

Has bad consumer customer service outsources to other countries. I use to work for them and I know it because of bad transfers etc. Some of the supervisors are not qualified in the office. Age discrimination and also and hardly no positive feedback on your hard work. It was like working in a sweat shop in the US. I had good reviews from customers resolved issues and no problems with customers gave them great customer service. Waiting until February to take my business elsewhere. Some supervisors in the call center have young workers doing there work because they do not know how to do there job.

I am not the first and I won't be the last to say this... Sprint keeps adding crap to my bill that I never asked for. Without my knowledge or consent (and certainly with the hope that I won't check my bills) they have been doing this for the past 3 months and I have been telling them to stop for the past 3 months. I even reported them to the FTC and to the Texas Utility Commission... lots of good that did. Do yourself a favor and do NOT get your service from Sprint... tho, I'll say, everybody else suck as much as Sprint. Sigh.

This Company is Horrible. They have not lived up to their contract commitment to offer service in the areas they say the will offer service, however if you want out of this contract because the service they promised is horrible they will not let you out without paying the $200.00 contract exit fee. You will go through several people only to have them try to tell you are lying you have not had dropped calls, of which you may have been having many. They get you and I hope they get sued we have been paying many phone bills to them with crappy service, dropped calls, calls waving in and out. You get this code message F something on your phone. What is funny is they would not admit they are wrong, they had a whole article on how Nextel is taking on some boost program that is affecting current customer's network, and Nextel is not going to worry about their current customers they are only going to focus on the future. It was hilarious; I guess this new boost thing is overloading their system the article said. So they really are having problems. Does anyone know of a class action suit against Nextel in regards of the above??? I know I would not get much back, but I would like to take a part in letting them know what they are doing to good honest people is wrong.

On January 6, 2009 I mailed a letter to Chief Service Officer Bob Johnson at Sprint Nextel regarding a service issue and to date I still have not received a response. Given Mr. Johnson's obvious lack of concern for customer service it is no wonder the trouble I had with the retail store my original letter complained about. Below is the actual letter written to Bob Johnson describing my issue with Sprint Nextel.

Dear Mr. Johnson,

It is unfortunate that I must write you this letter but it is apparent that Sprint’s retail customer service is inept and unable to provide a resolution satisfactory to my needs regarding the matter to be presented to you.

Over the summer, I began to have trouble with my phone, a Treo 650. The phone would not retain a battery charge for any length of time and I found myself having to recharge it every 5-6 hours. I took the phone to a local repair location, store #1451, where they determined a problem with the battery. The technicians kindly replaced the battery, all was covered under my protection plan, I was happy and on my way.

Less than a week later the phone began to exhibit the previously described problem in addition to arbitrarily and automatically turning on, arbitrarily and automatically rebooting and freezing/locking up to a point where removal of the battery and a reboot of the phone was required to continue use. One or more of which occurred at least once a week.

Recently (past 45-60 days) the problems began to occur more frequently, almost daily and I was missing a number of important calls so I took the phone in again. Here is where the customer service problem begins.

 December 5, 2008 - Took the phone into the same repair center I had previously visited and described the problems to the host. At that time, I was given a CD, a user manual, a hot sync cable and told I needed to backup my data and update the software. I took the phone back home, completed the tasks and the phone seemed to work fine for approximately week then began to exhibit the same problems. No explanation was given to what the problem was.

 December 22, 2008 – Took the phone into the same repair center, this time I was given another battery and a hard reset was completed. Later that night it was obvious that the phone had not been repaired as it froze somewhere between leaving the repair center and making it home. Still there was no explanation given in reference to the problem.


 December 23, 2008 – Took the phone into the same repair center, this time the technicians just took it upon themselves to order me a new phone (Centro 690) without consulting with me or explaining to me what the issue with my phone was. Not to mention attempting to downgrade my phone from a Treo to a Centro, this starting a completely different and new issue. When I complained about both issues, the host had the audacity to suggest that if I didn’t like the Centro, I purchase another phone through Sprint’s upgrade plan in which Sprint would be so generous as to provide me a $150.00 discount off the retail price of a phone but I would be required to sign another two-year agreement.

I am sure you can imagine my frustration at this point. As I began asking more detailed questions and continuing the discussion it was clear that all I was going to get from the host and subsequently the Assistant Store Manager, LaChaunae Lofton, was regurgitated corporate spin designed to appease the masses. Ms. Lofton and I talked for several minutes unable to determine a resolution that was acceptable to me, she advised that she was no longer able to assist me and that she would request the store manager, Christopher Beckner, to call me to address my concerns. I left the repair center for the 4th time with a broken phone, no clear answer to what the problem is, no resolution at hand and waiting for a call from the store manager. It has now been two weeks and I still have not heard from Mr. Beckner.

Mr. Johnson, I have generally been very happy with Sprint as a service provider but this current situation is COMPLETELY UNACCEPTABLE and has me feeling like SPRINT IS DISINGENUOUS!

In today’s struggling economy and competition tight for limited consumer dollars I would think that Sprint would aspire to provide a higher level of customer service, not diminished. In addition, I have been a Sprint customer for at least ten years, purchased a number of phones (with or without your upgrade program), increased my service plan with each purchase or upgrade and continually pay $7 a month (about $840 in the past ten years) for a device warranty/protection plan that, based on my current experience, is worthless.

Bottom-line Mr. Johnson; I want my phone repaired and restored to its optimum working condition. In the event there is absolutely no possibility to repair my phone, then I want the option to choose a phone that works best for me, NOT the phone Sprint thinks I should have.

As the Chief Service Officer, I am confident in your ability to resolve this situation in a manner that is satisfactory to both Sprint and I. I look forward to your future correspondence.


Sincerest Regards,