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Sprint is incompetent
|Blog Entry - Friday, October 14th, 2005
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I don't say this lightly. I've been dealing
with problems with my Sprint CompleteSense account on an ongoing basis
since at least April. I've spent more than 15 hours on the phone with Sprint
representatives from various departments and nobody seems able to fix this
problem. And every time I call, I get another story on why the problem
exists... Here's what it looks like:
When I left e-Pro, I called to change
the billing on my phone, as Penton had been paying for it. They said sure,
fine, it's done (45 minutes). The next month, however, I received not only
my Sprint CompleteSense bill but also a separate long distance bill.
So, I called and told them and, of course,
they can't find the accounts, but once they finally do, sure, no problem,
it's fixed. (45-50 minutes)
I hung up and tried to make a long distance
call, at which point I got a recording that told me I didn't have long
distance service. Sigghhhh.
So, fine, I called back and they couldn't
fix it until Monday... which actually turned into Wednesday... (another
hour on the phone and 5 days without long distance service)
And then, a month later? I got not one,
not two, but three total bills -- 2 for long distance and still my CompleteSense
So, the same thing -- I call, they say,
oh, sure, we can fix that. But this time, I ask to speak to a supervisor,
who is snippy and rude. So, then, when I hang up and guess what? I have
no long distance service. So, I call back, and ask to speak to the supervisor
-- this is maybe 3 minutes later. He continues to be rude and in addition
treats me like an imbecile and tells me that the fix that he and his team
applied couldn't have caused me to lose long distance service -- it's a
repair issue. And, oh, no, sorry, they're not open until Monday -- you'll
have to call back then. When I call back on Monday, they tell me it's not
a repair problem it's a billing problem. So, I ask to speak to a supervisor
and explain the whole thing (this gets longer every time, as you can imagine).
She tells me it's completely fixed -- no problem. (over two phone calls
- 2.5 hours, and 3 days with no long distance service).
Guess what happens next month? Aren't
you smart. Yes, I get yet another set of bills. All three bills, two of
which had late charges also. When I call back, I ask the person to look
for the pattern -- how come nobody can see what's going on? And why does
each person I talk to tell me they know exactly what the problem is and
that they've seen it before and of course they can fix it? Well, this call
took another hour, but at least she waited on the line to be sure I had
long distance service when I was done. On the other hand, she promised
to call me back to confirm the finishes of the fixes and never did.
Now imagine that we go through this
whole cycle two more times, including today. We're up to about 10 hours
on the phone trying to sort these problems out and a total of 8 days without
the service that I've continued to pay for throughout these problems.
I am so done. I would NOT recommend
Sprint AT ALL, for any services.
Posted at: 02:03:50 PM