February 28, 2006
Can’t Leak the Exciting News Just Yet…
I can’t spill it on the news just yet, I however have an interesting read for you cell phone users out there. Now, I used to use just about every cell phone provider out there; PrimeCo (my first ever service), AT&T, Sprint and now T-Mobile. I know people have their issues with different providers and these days it seems that people will settle on who pisses them off the least. I can honestly say that I have never had any issues with T-Mobile and am very satisfied with them. Previous to T-Mobile I used to have a contract with Sprint. I left them for 2 reasons, they didn’t have blue tooth ready phones and horrific customer service (if you can even call it that). This past weekend they again proved my reason for leaving. So here is my .02 cents about Sprint ![]()

My mother and father upgraded their phones this Christmas because of the new law in Chicago, both of them wanted the speaker phone option. So we go to the Sprint store…all three of us to look at the phones. They both find ones they like and because of the upgrade plan my mothers was free and my father’s phone was a minimal cost, since he wanted a fancy one. I tell the sales rep, “We do not want these phones if they have to pay an activation fee.” To which he replies, “Oh, don’t worry about it.” Good, so we get the phones and then one would expect a happy ending. NOT IN THIS STORY!!
January bill comes … my family (except Kai and I, T-Mobile for us) are on a Sprint family plan and not only do my parents phones have an activation fee attached to them, but so do my 2 other bothers who did nothing to their phones … WHAT THE!!
. So my mom calls up Sprint and explains the situation, the lady says, “Ok, here’s what you owe … and I’ll take care of the activation for the phones.” Wow, that was painless right. HECK NO!!
February bill comes … They removed 2 of the 4 activations and charged my mom a late fee because the last bill was not paid in full. Ohhh man. So at this point I’m frustrated, but what can you expect from them, right. So mom calls up on Saturday at 11:40ish. We’re cooking and cleaning for my little brothers birthday. At 1:15 (I kid you not) we’re still on hold. So I call up T-Mobile to see how fast I can get through to their customer service … less then 5 minutes. I say, “Hey so and so, thanks. I was just proving my point that T-Mobile customer service is better then Sprints.” Then we hung up. At 3:15 (mom is still on hold), I decide to call up Sprint from my phone to see if I can get through any quicker. Of course I choose the activate new phone option
Someone picks up in a matter of moments, to which I immediately say, “I’d like to speak to a manager please, this is going to involve some yelling and I know it’s out of your hands.” She says ok and I tell her briefly the situation.
I get a manager within a few minutes and tell her the situation. My mother’s bill is wrong, yada yada. And she did fix it. However, I asked her to explain why after 4 hours now, why my mother who’s phone was still in the queue to be answered by a customer service representative has not been answered. “Well we have no control over how long people wait, her call would be answered in the order it came in.” “YOU MEAN TO TELL ME THAT 4 HOURS WORTH OF PEOPLE WERE IN FRONT OF HER!?!?“ The message at the beinging of course said that the approximate wait time was 20 minutes. So she said something to the extent of people are ahead of her. Me again, 4 hours worth of people, I mean if that was the case then get the voice to say, “The appoximate wait time is way too long for you to hold on if you have anything better to do, try again later.” So we go back and forth a little and now I’m irate because there’s really no excuse. Then she trys to tell me that I haven’t been on hold for 4 hours, and that she can see I’ve been waiting for a few minutes. Yes, that is correct the phone I’m calling on (which you probably thought was a new activation) has been waiting for a few minutes, but my mom’s phone is still on hold. I asked if she wanted to listen to the music that we’ve been listening to for the past 4 hours, with the auto operator coming on telling us that a representative will be with us shortly. She didn’t get the point there. So she ended up saying, “I credited your account for the late charge and the activation fee, what more do you want?!?” WHAT MORE DO I WANT! How about an explaination as to why you’re customer service is horrific, why my mother has to hold this long to fix something that wasn’t her fault. I said, “Look, if you knew me, you’d know that I don’t ask for handouts, but I think you need to do something for my mother’s account. Something to make them feel like waiting for 4 hours wasn’t a waste of time! She said the same thing to me. At this point my mother is telling me it’s not worth it and to just hang up. So I thanked the manger for fixing the problems, but the corporate office as well as the better business bureau will be getting an account of what went down today and we will no long be using their service once the contract it up. Then hung up.
Why am I telling you this…I don’t know, it’s not like you’re gonna get up and switch service providers, but I just want you to know, just in case you thought you were the only one … or if you were thinking about going with Sprint. I’ve said my peace…good day.
~Dru





