Sprint P(athetic) C(ustomer) S(ervice)
Written: Jul 16 '02 (Updated Jul 16 '02)
|
Product Rating:
|
|
| Local Coverage: |
 |
|
| Plan Flexibility: |
|
|
| Customer Service: |
 |
|
|
Pros: That "we built the only national network from the ground up" clarity; Adequate nationwide coverage
Cons: Poor customer service; Hold times=infinity X pie.
The Bottom Line: Isn't it interesting how quickly companies are to get your new business, then do nothing to maintain your goodwill? That's Sprint PCS in a nutshell.
|
|
|
| roastedbeans's Full Review: General Reviews of Sprint Customer Service |
My Angle
This review is written for my fellow American compatriots who may be considering signing on with Sprint PCS service. I became a customer within a few months of their roll-out in Orange County, CA back in 1997. I maintained my service until May 2002 and would like to share some hints and tricks I've learned over my 6 years as a customer.
The PCS Decision
When I bought my first cell phone, there were only a handful of companies unlike the eight or so carriers we have now. Sprint promoted itself with great prices, great plans, and no contracts to sign. I bought in and vaguely remember my first phone which had a battery life shorter than the Mini Me guy. The service maps were still very spotty but the price was right and at the time the areas covered included all the major highways and what I needed. The concept of free nationwide roaming on the PCS network was a plus as well.
So from 1997-1999 I was fairly happy with my service notwithstanding several problems with phones that had to be replaced over the years (which I managed to have Sprint resolve without additional monetary payouts from my wallet). These were the days when you could call customer service and someone would answer right away and on another day some customer service agent would give you a $10 credit (serious!) for a dropped call. Free first incoming minutes were the norm, plan changes were no big deal, there was no such thing as an "activation fee", and everything was hunky dory.
So What Happened Next? Did the Millennium Bug Manifest Itself in Other, Covert Ways?
Enter the year 2000 and Sprint PCS as a company clearly began to raise the bar on its operations. By now, the company had established a pretty solid network and had moved into every metropolitan market and surrounding areas. They were able to take more and give less because they had become a leader in the cellular field. I watched as some of their previous standard offerings dry up and be replaced with "Advantage Agreements", and, "Claire, your virtual customer representative". Calls to customer service had to be planned for in Outlook, and their web site service was just as good!
I guess I had become conscious of the reality that comes with growth and competition from the other carriers. Sprint had gone from something more focused on personal service to giant call centers with poorly trained staff that knew less about current plan promotions, options, and how much it would cost to roam through the Black Hills of SoDak. Several experiences were horrid, enough to warrant a letter campaign to the corporate office. (I must admit, an analyst handled my grievance and sent me to the nearest Sprint Store for my choice of any phone under $150.)
After Sprint told me they couldn't maintain my 5 year old plan because I wanted to change my area code after moving from CA to CO, and that I would have to get their new plans (which pale in comparison to the prices/minutes of old), I told them it would be farewell. I had half-hoped that my termination of service threat would make the phone number change (without altering my 5 year-old plan) happen somehow, but no. Since I moved to a new part of town, I found that VoiceStream was the only service that works in my new home.
So Whatcha Whatcha Want?
You probably would like to know about the Sprint PCS as a service. Ok, here it is:
PROS
1) The clarity is awesome. Sounds same/better than your home phone.
2) Coverage is widespread and adequate for probably 90% of the US population. Having traveled extensively through the Western half of our nation, it worked more often than not.
3) Voicemail and other features (call waiting, forwarding, etc.) are fairly straightforward to use effectively. Wireless web works, but I found ANY wireless web to be a waste of time.
4) The phone selection rivals other carriers offerings.
CONS
1) As previously stated, the hold times are insulting. I've clocked 50 minutes of hold music banter and endured too many "Did you know with Sprint PCS you can recommend a friend?" announcements. Yeah right.
2) They have a sly way of nudging you towards purchasing their "Advantage Agreements" which are basically 1-2 year contracts that include discounted plan rates for the tradeoff. Move? Service bites? Other problems? Your stuck and will have to pay an early termination fee.
3) Poor customer service. Hey, if you are contemplating starting service with them, do this: CALL (800) xxx-xxxx and see how fun it really is! My guess is that anyone who tries this will run to AT&T, Verizon, and all the others in a heartbeat.
Current Customer Hints & Tricks
If you have a problem, write a letter addressed to:
Sprint PCS
P.O. Box 8077
London, KY 40712
I've found you may get a response. Of course, I always use the bcc (blind carbon copy) trick and send two letters, the first to "Customer Service" and the other to "Office of the President". Write factually, not emotionally, and let them know what you would feel would be a fair solution to the problem (free month of service, new phone, refund, etc.).
Another trick to bypass voicemail hell is to say "operator" when you get "Claire" (Sprint's automated cyber customer service assistant), and then say "operator" again. This will put you in the que for the next CS rep. Beware, you still have a long wait ahead of you.
Yet another trick: Always call customer service between 10PM and 8AM EST and you may get help pronto. Of course, luck would have these are convenient times for system shutdowns/maintenance. Cross your fingers.
Hope my review helps you in your search for your cell service. In comparison, VoiceStream is working alright, but their clarity, voicemail alert, and dropped calls don't make me the biggest fan...however compared to Sprint's current plans when I signed up, I'm getting 200 more minutes for $20 less per month. Good enough for me.
Thanks for your time.
Chris
Colorado Springs, CO
Recommended:
No
Amount Paid (US$): 50
|
|
|
|
Epinions.com ID:
roastedbeans
|
|
Location: Colorado Springs, CO
Reviews written: 2
Trusted by: 0 members
About Me:
Einstein said, "Creative spirits have always run into violent opposition by mediocre minds." Believe him.
|
|
|
- Add to My Yahoo!: 
- Add to Google Homepage: 
© 1999-2009 Shopping.com, Inc.