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I have been a customer of your company for over a decade, my wife has been since we met nearly ten years ago. It had a very rocky beginning with over charges and phone shut-offs. It seemed like each time we needed to change something on our plan, we spent 4 plus months calling and having the change reinstated, but we stuck with it. When the service was not the best, we stayed with you and hoped things would improve, and in time they did. Service was good for a few years, until about 6 months ago.
Then the service started to decline again. Calls were filled with static and would drop 2 or more times on most phone calls, but the data card operated fully 99% of the time. Then my wife’s phone began sending calls straight to voicemail, texts would not go through, and the data would not connect. When we went to Sprint store #440 in Kansas City, MO, we were greeted fine, until they learned that we were not interested in updating our plan to the new “Framily” plan. It would cost us more to have less on that plan, so we declined. Then we were threatened with being charged more per month if we did not switch to the new plan now, and eventually we’d be forced to the new plan anyway. So now it is business practice to threaten customers and punish those that have stuck by you even through the bad times?
After being threatened over our plan and data package, we made the decision to drop Sprint as our mobile service provider. We were forced to cancel our phone plans through Sprint and choose one of your competitors. However, I elected to leave my data card on the Sprint plan, a decision I almost immediately regretted. You see, the day after we cancelled our phones through you, the 3G data card, which had functioned for several prior, became slower than dial-up. I only use it in one place so it was not me leaving the coverage area. Now, all of a sudden, it is on roaming all of the time and it is near impossible to open anything. Which makes paying bills and taking my online classes nearly impossible. This has now been going on for 5 days, despite numerous attempts with your customer service to fix the problem. According to them there is no problem with the coverage in my area.
So back to the Sprint store, which was the expected disappointment. The salespeople were arrogant and did not seem to know anything about the network or even what was going with service in the area. For the record, the card went on roaming while inside the first store we tried, store #1079. The people at this store were nice, but were not able to perform the simplest troubleshooting. So we returned to store # 440. Again we were hit with the buy a refurbished (junk) unit or lose my unlimited data plan to step into a new stick or hotspot. I use my data card for near everything and easily exceed the limits now imposed unfairly on data users. That is why I have not changed plans, but now it seems I will have to find another alternative with another company because you treat loyal customers who have been with you for years like dirt.
It is like you do not even care anymore about the people, only about making money by forcing everyone to upgrade to what you want them to have and being rude and threatening when they are not do not want to. Due to the rudeness and lack of any semblance of customer service we dropped our phones and am on the verge of dropping the data as well since you have seen fit to put me into roaming now where it worked before.
I know that my measly monthly bill will do nothing for the millions you make each year, but I can offer plenty of free advertising about the declining service, dropped calls, rude and threatening sales staff, and customer care that seems to have no real ability to troubleshoot anything. I am giving Sprint one more week to get my data signal fixed, if not, then I will drop the service entirely and move all of my business to your competitors who actually do take care of their customers and reward loyalty. Finally, no, I will not be recommending Sprint to anyone, but I will be busy warning them on social media and in my blog.
Very unsatisfied customer.