I have written posts on ATT in regard to their technical issues and service issues. Over the last few years they have improved dramatically. In the case of Sprint, things have declined.
Sprint has the worst product services AND the worst customer support when I compare ATT, T-Mobile, Verizon, Metro PCS and Sprint. This includes technical service in regard to the performance of their product offering and customer service.
LTE promised in your area? Just a warning, they cannot even make 3G work.
Click on "read more" for the complete story and details.
I would like to mention that ATT customer service had improved dramatically over the last few years. I would also like to mention that looking back on my days in the comm business at Infonet / British Telecom, we had a vendor known as MCI. Remember MCI / Sprint? We used to joke that MCI meant Making Communication Impossible. That was over a decade ago. Some things just go from bad to worse it seems.
The latest on 4/23:
|In response to JSW above, if you look at these images you will see that at times|
the Sprint network has good performance. Granted it is rare but it does happen.
|This is your performance today, April 23|
I almost forgot. Here is a great one from today:
|Doesn't get much better than this as an example! Full bars, 3G and no Internet connection available.|
One more unhappy customer sent me a message. I am happy to add his link here.
While I understand your frustration and sympathize with your situation,
we are unable to provide credits. While a credit would certainly
provide a temporary balm to soothe our tempers, in the long run, it
won't address the root of the problem: the need for greater coverage and
capacity in our network. Even a company as large as ours has a limit to
our resources and thus, we have to choose: a temporary fix, or a
permanent solution. We have chosen to focus our time and resources on
improving the network knowing that doing so provide the kind our
customers a more long-term benefit. Again, I understand that it can be
maddening when services aren't as we expect them to be, but please be
assured, completion of our network upgrade efforts is one of our highest
imperatives, knowing our customers won't be completely satisfied until
the work is done.
Case ID 48226731
Sprint Social Care Team
Original Message Follows:
Please issue me credit.
You are not providing the service to lead people to expect to have. I
will expect some sort of credit each month until these issues with no
expected date of fix is resolved.
|You can have bars. You can have 3G. Does not mean you have bandwidth.|
Just have somebody go to the address and try to make a simple phone call around the area.
For now I will expect regular updates here which I will publish.
Still waiting for somebody from Sprint service who is not just a roadblock between a problem and a solution.
1800 PST June 1, 2017
We do apologize for your call being disconnected. We would like to insure that you would be contacted by an US agent as soon as possible. We would like you to know that it will take up to 24 - 48 hours for you to be contacted by a US agent. Will you like us to proceed with this process? -TR
June 2, 2017
Received a call from US Sprint, Phillip. He had no clue as to the issue, the problem, my complaint. I explained that this was my main issue with Sprint, customer service. Nobody gave him any information. I explained that this issue is fully documented with technical support data I have provided and told Phillip where he could find it. He said he would find the info and then have somebody call me back. Guess I now wait for a call back. Again.
Can Sprint get anymore inept? At this point it looks like they are actually working to finding ways to get worse. Just received the below voicemail when they tried to call me. The transcription is below. Hey Sprint .... call the number. It says it has been disconnected. Call me again and this time leave a direct contact number that works, as I requested last time.
4,961 reads of this piece in the last 24 hours as a side note.
Once again, I am making a formal request for a repeater or micro cell device for my son in Irvine so he can make and receive phone calls more than 25% of the time in his apartment, or even in the complex. The device can me mailed to the address of the account on our plan in Burbank. Please let me know when this will be done. Side note, this is something ATT does when necessary. In your case it is more than necessary.
,,,, and .... waiting .....
Just received this. This MUST be some sort of automated response to complaints. I cannot imagine people can be this inept or an organization have less efficient sharing of information.
Unbelievable. Continuing to wait for sanity but not expecting much. A garden lizard would have higher intellect. At this point Sprint must be joking.
6,961 reads of this piece in the last 24+ hours. 165,479 reads since the original post 4/23/13 that was updated yesterday 6/1/17 with this latest fiasco.
June 7, 2017
Today trying to use Sprint. Sent this to their Twitter social media folks @sprintcare and also sent in the ongoing DM stream. Mentioned that I had not heard from a USA rep as they had promised last week, it was supposed to be 24-48 hours.
I was later contacted, a few hours after my DM, by Sprint. Nice person. We may be moving toward a solution.
That's all for the moment.
June 20, 2017
Phase 1 of Jennifer D.'s solution failed AND no call back from her in over a week. I sent this email to her this morning.
Waiting .... again ....
1554pst 6/20/17 - Received a call from Jennifer.
48-72 Hours to open a ticket. At that point they start investigating things. I explained, again, that I sent diagnostic data that shows time, date, lat and long location, signal strength, bandwidth available, and more.
Jennifer queried if his phone was suspect. I said no, it is not his device. Device had been rebooted (iPhone7) and network settings updated, multiple times. I also explained that my phone also has problems in the area. My other son's phone has problems in the area. Everybody has problems within the 500+ unit complex. Data? Forget about it. Voice? Simple phone calls don't work more often than they do work. Sprint needs to install a tower or repeaters in the complex and also expand the network in Irvine. Hopefully this will happen over time, sooner than later.
Sprint reception in Irvine - I am not the only one with complaints about Irvine.
Side note ..... bars of signal strength have nothing to do with bandwidth data speed. In the case of Sprint in Irvine you may get "no service", 1x, 3G, LTE, depending on your line of sight to a tower. But.... even 4G LTE is no guarantee of bandwidth. If you are in the UC Irvine campus there is not enough bandwidth to support the college student attending the university. Hopefully Sprint is aware of this issue and has plans to address the issue.
June 22, 2017
Yes, I have issues with Sprint but they are mostly related to their customer service. A bit above I posted a link about Sprint service in Irvine. On one of my twitter posts, Verizon chimed in and said that I should DM them and switch my service to them. Well, if you look at the link above and look at all the carriers, you will find that Verizon is just as bad as anybody else, perhaps even worse than Sprint, and more costly to boot.
As a side note, the closest cell tower to the location where the problem is happening is closer to a Sprint cell tower than anybody else so Verizon would be even worse.
July 15, 2017
Still no solution, still no updates.
I was just informed by xxxxxxx that there was a $30 activation fee on the current bill.
1. You never told me there would be any sort of fee or charge for the device.
2. The device did not work and I made you aware of that fact.
3. My son is waiting for the next device as you promised as he still has no service.
Please reply to this email and copy Natalie, telling her when this charge will be removed or credit issued.
July 15, 2017
I just left a vm for Rob, Sprint tech, asking for an update on my son's Irvine problem.
No new device has been received as promised by you that was supposed to replace the device that did not work. I was also told the 2.5 device does not work with iPhone 7 phones which you knew was the phone in use as it was purchased through Sprint.
The tech has not followed through with my son. He calls my son when he is at work which I told him not to do MULTIPLE times. When he calls at the house the call does not go through. The tech needs to make contact with my son, face to face, as there is no phone service.
Whatever the tech did now causes wifi calls to drop as well at this point in time which was not the case prior to you folks making a very bad problem even worse.
This is getting very old. You have made me many promises on the phone but so far they are nothing but empty promises. I am requesting a written, step by step plan, with a schedule of action items.
Jennifer D called me and told me that there is nothing she can do as her "team" has not given her any help. She is escalating this to her supervisor Brandon. I am currently on hold and have been for ten plus minutes.
More info as it becomes available.
On hold now for 15 minutes .....
They (Sprint) is setting up a conference call and will call be back after Brandon (not sure of the spelling) reviews the info.
I had a conversation with Brandon that has renewed a degree of hope regarding this issue.
I will update this piece as things change.
July 16, 2017
Sprint: We received your information and will connect you with a Chat Specialist soon
You: I just received this email this morning. Looks like you need to send out another unit as with all the correspondence it seems that many details were overlooked.
Additional background info not in this chat dialogue: The email I received was confirmation of shipping of the device to the wrong name at the wrong address due to incomplete address AND I was told this device had already been shipped almost two weeks ago, which was not the case.
First, this is an apartment complex with over 500 units. The apartment number, xxxxx, was omitted.
Second, my name, rather than the name xxxxxx xxxxxx (the one with the issue) is on the shipping info. Even if it finds it's way to the complex it is less likely to find a proper mailbox.
Please ship out another unit to the proper address:
Andrew S.: Since the order have the incorrect shipping name and address let me connect this chat with our level 2order support team and they will check the details and help you further please allow me few moents
Well, let's see how this progresses in the days ... weeks .... months .... ahead.
July 17, 2017
I received another email from Sprint this morning. Seems that the unit is on it's way, two day shipment, to the wrong address. So.... in the tracking info (where it would not let me change or update the address), I jumped on the chat window and had another round with the folks at Sprint ;)
July 20, 2017
WiFi device arrived. Will be testing over the next week.
July 21 2017
I received a voice this morning from somebody at Sprint. They informed me that they were closing the two open tickets regarding my son's lack of service in Irvine as it is their policy to close all open tickets if they cannot reach the number after a specific number of days.
These folks are kidding? Nope. Problem is, my son's service does not work in Irvine, so a ticket is opened. They try to call him after doing nothing (the assigned tech Rob did not email him as I requested as his phone does not work and never kept me informed as to the status of the problem), and then close the tickets.
After trying to call the tech support number they supplied, and being sent around the proverbial planet via voice response, and not getting any help at all, I hung up.
So folks .... open a new ticket. Send me the opening, closing, and reasons for closing the first two tickets in writing in an email so I can continue to document this pathetic customer service.
.... to be continued ....
Side note worth noting:
On July 15, 2017, my issue was escalated to Brandon Donnell, Customer Relationship Manager 1.
Brandon has kept in contact, responded within hours when I had a question during his normal work schedule (which he informed me of at the start of our relationship), and has been very proficient and professional on every level. He has made things happen and this is the first time that I feel that progress in problem resolution is possible. There may be hope for Sprint customer service yet if they put folks like Brandon in charge.
July 25, 2017
Well.... no progress and more inept actions by Rob, the local Irvine Sprint tech. Not much faith he can fix anything as he cannot even seem to connect with the customer.
Today he had an appointment with my son. Well, that didn't happen. Seems Rob's PC is set to CST so he tried to call my son at 5:00pm, when he was at work (which has been explained to Rob over and over). The appointment was supposed to be at 7:00pst.
Below is the text conversation I had with my son. I also sent this in an email to Brandon, the manager handling this issue. Hopefully he will begin to see how inept this tech is and his lack of customer skills. Side note .... I tried to call Rob again a few minutes ago (about 1800pst) and he did not answer.
I guess we are back to "wait and see but expect nothing".
Updates as they become available.
I just got off the phone with Brandon which I would call a successful call. It seems there was a misunderstanding and "Rob" is indeed in the Central Time Zone. Perhaps he did not grasp that my son is in PST. I had talked to a "Rob" in the past who told me he would arrange to meet my son and take measurements at his home. Perhaps this is another "Rob"? At this point it is too convoluted to try to track.
So.... Brandon will get me an update and it may just be a wait until the network is brought up to acceptable standards which is a problem all over Irvine. If you think that switching to Verizon will help don't be fooled, they have less coverage (look at tower maps) in the area of UC Irvine than Sprint. As far as complaints .... ATT and Verizon have just as many.
At this point it's a waiting game but as there are updates I will note them.
Brandon has been responsive in a very big way and his service has been a cut above folks I have had issues with in the past, the folks at ATT, which some reading this piece might know.
Thanks one more time to Brandon at Sprint. A beacon in total darkness. I will hope for a change in that area.
06 Jan 2018
I purchased a new phone at Sprint. The cost was over two times of similar phones in the past. I was given "discounts", that is, credits that could only be used in the store on that visit for stuff I really did not want. I was told I HAD to purchase insurance but after 30 days I could come back into the store and cancel the insurance. The account holder was then billed for three months of insurance. The store told me they could not stop the insurance, I had to contact Sprint. It took multiple calls and headaches to finally resolve this issue.
21 March 2018
A week or so ago, my account holder received a message from Sprint offering a "free" device. I told her to refuse the offer. Nothing from Sprint is ever free. There are activation charges and fees, hidden fees, and it just opens a nightmare.
These devices send some of your "Sprint" usage over your Internet service provider. It frees up some of Sprint's bandwidth but also increases the usage over your ISP's service you pay for. It's a classic bit of misinformation to the customer, a cheat, a lie.
So, she refused the offer, but was contacted over and over as can be seen below. She was told it was cancelled, by multiple folks. Yet, the box showed up. I told them it was unsolicited and by law anything that was sent unsolicited was free, but to be safe, do not accept the delivery.
After multiple calls and hours on the phone with multiple people, this was finally resolved.... hopefully. Looks like Sprint is back to it's unprofessional and damaging antics.
The account holder wanted to let this go. I am on the account, and I did not want to let it go. Sprint Customer Service is a proverbial speed bump in the road to problem resolution. I would also like to speak to somebody (and have a call in to Sprint) in regard to the technical aspects of this device.
Below is some of the correspondence. In the notes you may be able to make out a confirmation number of a recording that Sprint gave the account holder for reference. There were multiple calls required. There was at least 40 minutes spent on the phone.
|This was after the order was refused and NO "send it my way" was activated in the prior message.|
|..... and ... still no way to stop things .....|
|Multiple calls, and confirmation this was stopped. Pathetic.|
22 March 2018
I just got off the phone with Karen from Sprint Executive Offices. She called me. I explained the situation .... again. She had not read the documented audit trail of this issue.
I explained the time wasted. The lies and broken promises. She assured me she would resolve things .... but .... she could not call the account holder, the account holder had to call her. More phone calls and broken promises? I passed on Karen's contact information to the account holder. Karen assured me (well, she told me, she did not assure me of anything to me more accurate), that she was at a high enough level that she could make this right for the account holder. I await the next step.
23 March 2018
OK people. You probably saw this coming. Karen resolved the issue and this is where I would normally thank Karen, or folks like her for resolving a problem. Well, thanks Karen, but .... to Sprint management .... Your company is poorly run, there is no internal communication, social media help folks (SprintCare) have absolutely NO authority to do anything other than ask the customer to take additional steps to escalate the issue. Heck, when they do tell the customer to call somebody else they don't even pass on any information details of the problem.
Sprint .... if you want to increase profits, get rid of all your social media folks. You already have a reputation of revolting customer service and these social media folks do little more than piss people off. Look at the complaints on Twitter if you doubt me.
As somebody who was ISO 9000 certified in customer service and technical development / engineering, in YOUR industry, here is a suggestion. Publish a toll free number a customer can call for help. When it is answered, have the customer give their name and phone number for a callback when somebody can talk to them. It's that simple. Even if this took a few days it would not be nearly as offensive and harmful as multiple interactions with people who make promises which are not delivered upon and telling people things have been done or will be done which never happen.
Bottom line. Reprogram one of those robo response units that initially tell the customer to DM with their contact info and account info, to instead call 1-877-xxx-xxxx so the customer can leave their number in an actual help queue of folks who can resolve the issue rather than ask them to call somebody else or pass them on without passing on any information.
Look at some of the other corporations and companies with pieces on them in this Blog. ATT has improved. Other folks have improved. They have made changes. You folks are just as poor with each new issue. Perhaps my procuring stock in ATT so I could attend shareholder meetings and voice publicly my thoughts on failure of management and ask questions for the record directly was a minor factor in ATT improvement? Perhaps not. Perhaps I will look into becoming an owner of you folks as well. This has gone on long enough. The reason many major institutions are failing in America is nobody takes responsibility and spends more time and effort coming up with reasons why things cannot be changed easily. Well Sprint .... look above a few paragraphs and read again what I suggest you do to change and improve things at less cost with less customer damage.
..... update ....
|Seems I am not the only one unhappy with Sprint Corporation performance.|
Here we go again. Yesterday I contacted Sprint on an issue that keeps coming back, over and over. This morning I received a call from Shari in the Dallas Sprint executive offices. I had to explain everything again, she was not able to resolve anything, I asked for her to escalate this issue to her management.
Sprint to me - We definitely want to figure out what's going on! We’re with team @MichelCombes and here to help. Please DM the best number and time to contact you and address your concerns.
- I will update when there are updates.