We have had Sprint as our cell phone company for three years now. While we have been very pleased with the actual cell phone coverage and features we are not so happy with their customer service. While it all started out simple enough we went in the Sprint store and choose our phones then we had to decide which plan to go with .We picked the family fair and flexible plan. It gave us around 600 anytime minutes to use a month and free nights and weekends that started after nine at night.
We choose to go with the free nights and weekends that start at 7 pm since I worked during that time and it was more convenient .So we get our plan and were ready to go. Our monthly Sprint bill was around $70.00 a month. This included the extra five-dollar charge for starting the night minutes earlier. We also took the warranty program for six dollars a month on the phone since my husband works construction and its not unusual for the phone to fall off a roof or high ladder. We didn’t have any problems for the first few months we had the sprint service. We had great cell phone coverage and seemed to have service wherever we went. Then one day my husband broke the antenna off the phone so we took it in to be repaired. After examining the phone the people at the Sprint store said it could be fixed, that it was no problem.
The Sprint guy tried and tried to get the old antenna off the phone. It wouldn’t budge and then the phone broke completely. So they replaced it with a brand new phone the same as the one we had. Didn’t even charge us anything .We were very pleased. This was short lived however when a week later we found we had no service in areas we used to have great reception. So we called their customer service line and explained what was going on. They informed us we needed to update the programming in the phone .So they tried to do this unsuccessfully several times, when they came to the conclusion that there must be something wrong with the phone as it wouldn’t allow any updates to be loaded. So we had to go back to the Sprint store and get another phone. This time they gave us a refurbished phone. We were not so thrilled about this but they guaranteed it would be fine. It was for about twelve months.
Then the screen on the cell phone started to turn black. It got so bad you couldn’t even see anything on it. This made using the phone a real nuisance .We called the Sprint customer service and told them the problem we were having and wondered about getting a new phone. They informed us we would have to purchase a new phone at regular cost. This didn’t make much sense since we had their service long enough to earn the Credit toward buying a new phone. We had $150.00 to use when purchasing a new sprint phone, or so we thought. The Sprint customer service representative told us we didn’t qualify because we hadn’t had the service long enough. This was untrue we had been Sprint customers for two years now. After repeated calling to Sprints customer service we were told we had been with them for two years but the to times we had to exchange the phone they renewed our contract.
This was ridiculous we hadn’t gave anyone permission to extend our time with sprint. They then informed us that anytime you do anything with your plan or phone to make any changes you have to renew your contact unless you are in the first three months of signing your original contract. My husband asked to speak to a manager they wouldn’t transfer him. Instead they said that someone would call us back in 24 hours to discuss what could be done to make things right. Two weeks later we had still not heard from anyone so I began researching to find another number for Sprint. I had some luck I came across the number to the Sprint headquarters. We called them and they were all very polite and apologized for the customer service reps being so rude toward us.
We told them what had happened with the phone and the contract and they took care of everything. Sprint provided us with a new phone (a better phone) and gave us a better deal on the next level in the Sprint fair and flexible plan and readjusted the contact date. We haven’t had any issues with our Sprint cell phone since then. We’re very pleased with the actual Sprint coverage plan and we usually have great service no matter where we are, but their customer service needs some improving.