Thursday, June 23, 2011

Sprint Customer Service: Pretty Much Worthless

I have been trying to get Sprint to not suck for over six months now. My account is somehow screwed up where for some reason the phone is linked to my name, but everything else is linked to someone else's account. I don't get monthly statements and every time I make a payment, it gets applied to this other person's account. I have spent hours on the phone trying to fix this and have gone through two rounds of "fixing" the problem. The last time was in March and I was assured everything was fixed.

Nope.

I got an email telling me my statement is available online, so I logged in using my name and password. The statement shows the amount I owe, but I am unable to download or see the actual statement. The name on the account is someone else's. I'm sure that if I pay again, my payment will get credited to that other account and I'll have to spend more hours on the phone, send a half dozen faxes (they don't accept email!), and basically get frustrated over a problem that should have been fixed twice already.

I tried contacting Sprint customer service (again) to try to fix the problem:
Dear Sprint:

I have not received a single statement since I started with Sprint in December. After six months my online account is still linked to someone else's phone. My name is Angelo Villagomez. I am not paying another bill until I receive a statement. And please fix my online profile. I am out of the country until July 8, so please contact me via email. I am also available via skype at xxxxxx.

Angelo Villagomez
A few hours later I got the following response:
Dear Angelo Villagomez,

Thank you for contacting Sprint. I apologize for the inconvenience as you have not received the invoices since December.

I have attached all the invoices with the email from December, 2010 to June, 2011. You can find the attachments with the email.

I noticed that your account is setup to receive the notification of your bills on your email address xxxxxxxx@gmail.com . You will not receive the bills on your email. After receiving the notification, you need to view the bills online by following the steps:

1. Sign in to My Sprint at www.sprint.com.
2. Under the Your Bill section, click See My Bill.
3. The monthly statement page displays.

If the account shows the details of another account, please contact our Technical Support Team at 888-211-4727. The representative from the Technical Team will assist you accordingly.

We value your business and appreciate the opportunity to answer your questions. Please reply to this email or visit sprint.com if we can be of assistance.

Sincerely,
Leah S.
Sprint
This email doesn't help in the slightest, but at least I got to see my six months of statements for the first time. That's at least progress.
Dear Sprint:

Thank you for sending me these invoices, but this only solves half the problem. My online account is still linked to someone else's phone. As a result, when I make a payment, it gets credited to that other person's account. I've already spent several months trying to fix this problem, all to no avail.

Can you help me fix my online profile so that I can view my statements online and make payments?

I do not want to make payments into somebody else's account.

Thank you for your help,

Angelo
And the response:
Dear Angelo Villagomez,

Thank you for your reply regarding the online account.

I apologize for the inconvenience that caused to you. I understand you have already contacted us regarding this issue.

We at e-care are not equipped with tools to handle the technical concerns. The issue, you are facing can be best handled by our technical experts. As this is a technical issue, please call our Technical Support at 1-888-211-4727 (toll free) to get further assistance on this matter. Our Technical Support has the required expertise and tools. They will assist you with your concern.

We value your business and appreciate the opportunity to answer your questions. Please reply to this email or visit sprint.com if we can be of assistance.

Sincerely,
Jarvis M.
Sprint
So basically, no. Sprint customer service is not able to provide customer service. Perhaps they only exist to help old people turn on their phones? That seems to be the limit of their "expertise."

Would it be too difficult to forward my email to the technical "experts" at technical support? Do they not have email?

I hate you Sprint. I really, really hate you.

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