I am moderately satisified with Sprint except when it comes to billing issues and keeping their word on discounts, charges, and included plan details.
When I signed up almost 3 years ago, the plan was to include free long distance and no roaming charges. Within the first year I was charged roaming. They explained that it was because my service was not in a Sprint area and it was long distance. If it was local no roaming would be charged.
This last year I have been charged roaming but Sprint did credit my acct. and told me that they added free long distance and roaming to my acct. This was verbal, on the phone. I have yet to see through my online acct. that roaming is included in my plan, but it has always said long distance.
When I renewed my contract last spring, I was offered either a $75 deduction on next bill or 10% disc. for the next 2 yrs. I opted for the 10%. In june I had to fight to get my discount. They had no notes in their system stating it. They corrected it and I rec. it until this last month. I was told by a rep. by email that I have never rec. a discount. After they looked again, they found I did, but it was set up as a 6 month deal. Sprint has deducted from my bill for discount along with $25 for the problems. I have requested a confirmation that I am to receive my discount for the rest of my agreement term.
I also have had problems with playing the pc version of downloaded music. They have yet to fix the problem. If anyone has had this issue and got it resolved, please let me know.
My advice to all would be to make sure you have the verbal agreements sent to you in writing and ask that they put it in their "NOTES" in your customer file.

For the past three months my Sprint bill has been incorrect. I have had to contact Sprint for corrections. Even when the service rep indicates that the problem has been taken care of the incorrect service charges continue to appear on my monthly statement.

Most recently one of our Sprint phones failed, the phone was sent to the repair center for service; during the month that it was at the repair center $29 of unauthorized charges were incurred. I’m not sure I understand how that happens, the phone was broken and not functional yet Sprint was able to charge for services. The customer service person told me that she was authorized to credit the account, yet the account was not updated; resulting in a follow up phone call.

The replacement phone failed within three-weeks of receipt, a tech at the local Sprint store determined that the phone could not be repaired and replaced the device; they then mailed the phone to the Sprint warehouse (received and scanned on 11/17/08), where it remains to this date -- 40+ days later. I have for the past two bills been charged for the broken device, $200. Each time I contact Sprint to have this charge corrected I am told that I need to wait for the warehouse to update my bill; no one within the billing department has the authority to update/edit warehouse charges. Not only can they not update the charges related to defective device’s they also don’t seem to know the warehouse process and lack any amount of curiosity and our initiative to understand it. All of the representatives I have dealt with are, however, very competent at reading their script and encouraging me to wait for the process to be completed. In other words, I should be a good customer not make waves and wait for the one - two billing cycles, allowed by the warehouse process, for my bill to be corrected. Interestingly enough, Sprint doesn't seem to think they should have to wait for the $200 for the device (even though you have it in your warehouse.) Your systems were adequate enough to bill my account on the same day that the phone was replaced, five days before the end of the billing cycle. Since I haven't paid for the defective device, Sprint feels it necessary to send me nasty text messages and over-due billing notices on my account. My account is not over due nor am I delinquent. The phone is at the warehouse where it has been for the last 40+ days.

I would like to understand the warehouse process -- what happens at the warehouse that it takes more than 40 days to issue a credit to the customer account? Why does the customer have to wait for this length of time? Why isn't there a daily interface to the billing department to update customer accounts immediately when the defective device is received - I'm sure this can be done because you can easily, effective and efficiently bill the customer for the device the minute it is replaced, shouldn’t the process should also work in reverse? Why doesn't the customer service department know the warehouse process so they can explain it to customers, this seems to be a basic piece of information, especially since the warehouse practice is so unacceptable; why are the inner workings of the warehouse so secretive? Why does Sprint believe it is ok to sit on a defective device for 40+ days but expect the customer to pay? And why should the customer have to pay for the device while they are waiting for a Sprint approved process to complete? How would you expect the customer to have faith that they would be credited for the overpayment in an effective, efficient manner? Why does the billing department feel it is necessary to harass the customer by sending past due text messages and notices in the mail? When they can easily see that the device is "in the system" waiting for the secretive warehouse process to happen?

Consumer Reports recently rated cell phone companies and Sprint landed at the bottom of the pile - they were ranked fourth of the four major carriers in the US -- I understand why. Your billing practices are unacceptable -- I don’t owe you $200 for the defective phone - it was received four days after the Sprint store replaced the defective device. I don’t understand how it has become my problem that your internal systems and processes are antiquated. You have the phone and have had it for the duration of the past two billing cycles; yet it seems to be the Sprint business model to "punish" the customer. I am very concerned about damage to my credit score based on the inaccurate and false information related to my Sprint account. I pay my bill in a timely manner for the services I have subscribed to. I too have a process and it is to manage my bills in a timely manner and pay my accounts on or before the due date.

I signed a contract with Sprint and I feel that I am maintaining my end, I use the services and I pay in a timely manner for what I use. Sprint on the other hand doesn't feel the same obligation to me, its customer. You have had a defective device in your warehouse for 40+ days. You have yet to update and credit my account. Customer Service has no knowledge of the warehouse process only that it exists and therefore cannot adequately explain to me why it takes up to 2 billing cycles (60 days?) to credit my account – does this even seem reasonable? There is no way for me to access anyone at the warehouse for this information. Yet during this entire time Sprint is flagging my account as delinquent and harassing me for payment, which I do not owe and expecting me to sit quietly while my credit rating is damaged and “trust” in them to get this taken care of.

I would like to respectfully request ion that I be released from the Sprint contract at no cost to me for the three phones that I currently have with Sprint. At this time you have neither earned my business nor have you provided acceptable customer service. I can not deal with Sprint on the premise of "good faith" as I have no faith in your organization. The billing practices are questionable and I am forced, by lack of trust in the organization, to audit the monthly statement line-by-line; something for which I don't have time but am forced to make time each month to do. In any other industry that I deal, I am free to make choices. If I am dissatisfied with a financial institution, insurance carrier or credit card company I can withdraw my business at no cost. If I am unsatisfied with a physician, dentist or other healthcare provider I can switch at no cost and with no penalty. I can choose my retail stores based on quality and service, if I don't like them I can choose to shop elsewhere. I find it reprehensible that the cell phone providers are allowed to exhort money, absorbent amounts of money from customers to switch/change carriers. This in no way encourages them to provide quality customer service, honest and correct billing practices, or quality commitment to their customer.

I wouldn’t accept this low quality of service from any other service provider that I deal with and I don’t believe that I should be “forced” to accept it from Sprint. Please notify me of steps I need to take to be released from the contract with Sprint at no cost to me so that I can choose a more suitable cell phone provider.

I was almost a returning customer today!! As I waited in line at the Sprint store, I remembered why I left them the last time. I drove from out of town and waited at least 45 minutes while two employees assisted others. They didn't appear t0 know what they were doing as the customers became impatient. A third employee just stood there at his computer and scanned the area for at least 30 minutes!! When another customer walked out, I did too. Thank you anyway. I will stay with my current carrier. I only thought of returning so that I could get an employee discount and use a cool phone someone gave me. It's your loss...

They supposed they answer in 72 hours. The only problem is that its not mention in which planet is that. May vary a lot.Maybe they are back up for so many complains. Its understandable, my fault.

MY email was written on Nov. 25 '08 in planet earth.

Sprint shut my cell phones off in August of 2007 for non-payment. I paid the bill off in September 2007 and ported two numbers out to a different carrier the same day as the bill was paid. One number was never turned back on, one was ported out the same day and another was ported out one week later. I was informed I would not have to pay the $200 termination fee for one phone, but I would have to pay $200 a piece for the other two phones. In addition, I was also charged a $25 reconnect fee and a $40 partial month fee, on my calculator this adds up to be $465. I set up a payment plan for $50/month until paid off and started to do so. In January 08, I received a bill for over $1000. I immediately called and spoke to five different people over the period of one month. NO ONE EVER POSTED THE PAYMENT PLAN AGREEMENT, through all of these conversations. One very nice rep told me her supervisor would call me back within an hour to confirm the payment plan, but this did not happen. I have continued paying the $50/month, and Sprint/Nextel has decided that since they can not find the payment agreement on their records (of course... the consumer is wrong), then I am responsible for the $1000. I asked for a detailed bill breaking down the charges and NEVER received it. My account has been referred to collection agencies. I have been yelled at, accused of not paying my bill, lieing to avoid payment, etc., despite the fact I have been sending $50/month to the address they gave me. NO PAYMENT PLAN was ever recorded by any representative, therefore, making me look like the liar. I cannot get anyone at Sprint to give me an itemized bill or tell me how my bill went from $465 to over $1000 for services I no longer had. The third collection agency has now forwarded my account to the three Credit Reporting Agencies for nonpayment. I cannot get this situation resolved without a lawyer, and what self respecting NORMAL Joe Schmoe can afford a lawyer to fight for a cell phone bill? All I want is Sprint to stick to their agreement and explain to me how I could go from $465 to over $1000 in charges.