Sprint overcharged my small (US) company for over $50,000.00. We caught them doing it and now they refuse to refund the over-payments. You can read the full story at http://www.sprint-really-sucks.com
I also wrote an open letter to Dan Hesse the Chairman and CEO of Sprint Nextel. It is a good read so please consider reading the letter.
Allen, Sprint may make mistakes on its bills, all carrier do.
But it is my experience that Sprint works hard with our customers to reach a satisfactory conclusion. Therefore, I can only conclude that perhaps what you claim as an overcharge, may be in fact something that your company did in fact incur.
And if that is the case, what would you expect us to do? Give you a flyer because you didn't understand your contract?
Work with your account manager. Sending a colorful letter to Hesse isn't going to resolve your issue. You have to work with us to make this work out.
Sorry, but its the truth. If we are in the wrong, we will stand up and deliver, that has always been my experience. But we have to be in the wrong. And if we are not in the wrong, you better negotiate, because we can find a way to make it work. Stamping your feet is not the way to reach a business solution.
I hope you understand that I'm trying to provide good advice.
Does the sale of the towers mean that my NEXTEL service here in Mexico is going to get loused up again??
My first contract with NEXTEL was a nightmare. The only reason I kept it is because the system sort of worked better than Verizon. From a technical standpoint, it is the only system that works well in northern Baja, the U.S. and Canada.
The problem is to convince the "customer service" people at the NEXTEL store to enable it. The wife and I limped along for two years with only partial service. We finally went to an independent SPRINT/NEXTEL vendor in the States and he fixed everything, something that should have been done at the beginning. According to the geniuses at the Company store where we originally purchased the phones and the initial contract, nothing could be done.
Why is it we now have a fully functioning system after one visit with an independent vendor??? This, after we spent two years visiting the company store, the area headquarters, calling "customer service" and national headquarters, and attending innumerable emails.
The people we met on the retail side were inept and sometimes rude. The first retail clerk we met a a kiosk yawned and admired her fingernails, while saying, "We don't have anything to do with service in Mexico." Needless to say we didn't waste any more time at that place.
I could go on, but I hope you get the picture. There is no such thing as "Customer Service" at SPRINT/NEXTEL as far as I know. If I was signing paychecks for that part of your company, everyone having a position of authority would receive minimum wage until they could demonstrate a practical understanding of how to interact with the needs of the customer.
Another thing, don't ever call me and ask if I am interested in your new datawhateveritis plan. Please leave my plan alone. Don't call me on the phone and ask silly questions while I am engaged in useful work. Don't mess with my cellular plan ever again. If you do, I will cancel my contract with your sorry excuse for a company. I will file a complaint with whatever governmental agency that is supposed to regulate your predatory contract policies. If I want to change anything, rest assured I will have nothing to do with the "customer service" department from hell. I'll go talk with the independent vendor fella.
Customer service is an important part of every business. It is the first and last thing you remember about a company. Sprint is putting customer service first. Feedback is one way to ensure that we can continue to improve. My suggestion would be that when you have a bad experience whether it is calling in or going to a store, get all the information you can. Get the store number, manager name and agent/agent id that assisted you and send an email. Sprint is always looking for ways to coach our employees in making customer experience a fantastic one. Everything that happens isn't always brought to our attention which is why we rely on our customers' feedback to improve.
Sprint overcharged my small (US) company for over $50,000.00. We caught them doing it and now they refuse to refund the over-payments. You can read the full story at http://www.sprint-really-sucks.com
I also wrote an open letter to Dan Hesse the Chairman and CEO of Sprint Nextel. It is a good read so please consider reading the letter.
http://www.sprint-really-sucks.com/open-letter-dan-hesse.aspx
Allen, Sprint may make mistakes on its bills, all carrier do.
But it is my experience that Sprint works hard with our customers to reach a satisfactory conclusion. Therefore, I can only conclude that perhaps what you claim as an overcharge, may be in fact something that your company did in fact incur.
And if that is the case, what would you expect us to do? Give you a flyer because you didn't understand your contract?
Work with your account manager. Sending a colorful letter to Hesse isn't going to resolve your issue. You have to work with us to make this work out.
Sorry, but its the truth. If we are in the wrong, we will stand up and deliver, that has always been my experience. But we have to be in the wrong. And if we are not in the wrong, you better negotiate, because we can find a way to make it work. Stamping your feet is not the way to reach a business solution.
I hope you understand that I'm trying to provide good advice.
brian pierce
Solution Engineer
Sprint Business
I have learned that it is not unusual for Allen to take these tactics when he's not happy with a vendor and wants money back.
I stand by my prior statements.
Does the sale of the towers mean that my NEXTEL service here in Mexico is going to get loused up again??
My first contract with NEXTEL was a nightmare. The only reason I kept it is because the system sort of worked better than Verizon. From a technical standpoint, it is the only system that works well in northern Baja, the U.S. and Canada.
The problem is to convince the "customer service" people at the NEXTEL store to enable it. The wife and I limped along for two years with only partial service. We finally went to an independent SPRINT/NEXTEL vendor in the States and he fixed everything, something that should have been done at the beginning. According to the geniuses at the Company store where we originally purchased the phones and the initial contract, nothing could be done.
Why is it we now have a fully functioning system after one visit with an independent vendor??? This, after we spent two years visiting the company store, the area headquarters, calling "customer service" and national headquarters, and attending innumerable emails.
The people we met on the retail side were inept and sometimes rude. The first retail clerk we met a a kiosk yawned and admired her fingernails, while saying, "We don't have anything to do with service in Mexico." Needless to say we didn't waste any more time at that place.
I could go on, but I hope you get the picture. There is no such thing as "Customer Service" at SPRINT/NEXTEL as far as I know. If I was signing paychecks for that part of your company, everyone having a position of authority would receive minimum wage until they could demonstrate a practical understanding of how to interact with the needs of the customer.
Another thing, don't ever call me and ask if I am interested in your new datawhateveritis plan. Please leave my plan alone. Don't call me on the phone and ask silly questions while I am engaged in useful work. Don't mess with my cellular plan ever again. If you do, I will cancel my contract with your sorry excuse for a company. I will file a complaint with whatever governmental agency that is supposed to regulate your predatory contract policies. If I want to change anything, rest assured I will have nothing to do with the "customer service" department from hell. I'll go talk with the independent vendor fella.
Customer service is an important part of every business. It is the first and last thing you remember about a company. Sprint is putting customer service first. Feedback is one way to ensure that we can continue to improve. My suggestion would be that when you have a bad experience whether it is calling in or going to a store, get all the information you can. Get the store number, manager name and agent/agent id that assisted you and send an email. Sprint is always looking for ways to coach our employees in making customer experience a fantastic one. Everything that happens isn't always brought to our attention which is why we rely on our customers' feedback to improve.
Jodi
Payment Spec II