My husband and I have been Sprint customers for years. When the other major service providers announced unlimited plans, we were tempted, but decided to wait to see what Sprint would offer. On February 29th, I checked the Sprint website and found the “Simply Everything” plan was available. The pricing for the plan was listed as $99.99/mo, $5 for a 2nd line & $15 for a 3rd line (I printed a screen shot of this). I called customer service to inquire about the plan.

I explained that I wanted to have three lines on the plan and I wanted to make sure I understood the pricing correctly. I specifically asked if the total cost for 3 lines would be $199.99 (excluding taxes etc) and was told that was correct. I signed up for the plan, extending my contract for 2 years. The rep told me for being a loyal customer I would receive a 1-time credit of $70 and 10%/mo discount on my bill for 2 years. The rep attempted to update my account, however, they were having some system problems and she couldn’t make the change at that time. She said that she would be able to do so in about an hour and she would call me back.

Sure enough, an hour or so later I received a call from her - she said the plan had been applied to my phone, however, we would need to purchase a new phone for my husband before she could apply the new plan to his phone. She said if we could purchase the phone over the weekend, she would call me back on Monday, March 3rd to complete the plan update. As far as the 3rd line, she explained we would simply need to go into a Sprint store to transfer the liability of that phone to my accounts and the process would be complete. The new plan was to go into effect at the next billing cycle on March 7th.

On Sunday March 2nd, I purchased a new phone for my husband so we would be ready to update his phone the following day. However, Monday March 3rd came and went and I didn’t receive the call. I tried reaching the rep directly by calling the number she had called from, but was informed that I could not be connected since I did not know her last name.

I called the general Sprint customer service number again, however, this time my call was put through to a different call center. I explained that I had signed up for the new plan and that I was trying to complete the update for my husband’s phone. They said they could not help me (something about not having access to special offers). I found this confusing, but chalked it up to possibly a heavy response to the new plan.

So, I hoped for the best and waited for March 7th when the new plan would go into effect.

On March 7th, I accessed my plan on-line and discovered the description of plan pricing had changed. The pricing was listed as $99.99 for 1 line, $94.99 for 2nd line & $84.99 for 3rd line, totaling $297.97.

I immediately called customer service, explained the situation to the representative and asked that they honor the price I was given when I signed up. I was told that I had been misinformed about the plan pricing… they were sorry, but the price was the price and there was nothing they could do.

I pressed the issue and was transferred to the customer service supervisor. She also told me there was nothing she could do and suggested that I go to the Sprint website and send and e-mail to customer service (which I did) or, if I wanted to speak with her manager I could call back later. However, she warned me that there was no there was not guarantee that my call would be routed to the same call center.

I was astonished! This was the suggestion from a CUSTOMER SERVICE SUPERVISOR. You dealing with a customer that’s already upset and you tell them to try to call back and hope you get through to the same call center? Where on earth did she receive her training and how on did she become a supervisor?

I replied that since there was no guarantee my call would go through to the same call center, that I would like her manager return my call. To me, this is something the CSS should have suggested - certainly not the customer.

I never did receive a call back from the Customer Service Manager.

The original description of the plan pricing was not only misleading to customers, it was not clearly defined to the customer service representatives when the plan was rolled out. This was evident by the fact that a week later, the description was changed to clarify the pricing.

Sprint was the last major provider to roll out an unlimited plan. How could they have been so poorly prepared? In the highly competitive market of mobile providers, this appeared to be a “bait & switch” tactic. On March 8th I filed a complaint with the Better Business Bureau which they forwarded to Sprint for their response. The BBB was advised by Sprint that it would take some time to research and respond to the complaint due to the volume of business. I also sent e-mails to executives at Sprint. They have not replied. The messages are probably trapped in a spam folder somewhere.

I did receive a response to the e-mail I sent to customer service – which was, there was nothing they could do about the plan price, but for being such a loyal customer, they would make the 10% discount per month for life. At this point, I was not too certain what the life span of my business with Sprint would be. I did not feel the offer was equitable. I declined and said I would have to let the complaint filled with the Better Business Bureau run its course.

On March 25th, I saw the new commercial for Sprint, featuring Daniel Hesse, CEO of Sprint, asking “If you could change the way wireless companies did things, what would you do?” A few things immediately came to mind. What came next caught my attention - an e-mail address appears on a black screen: [email protected]. They wanted customer’s feedback!

I took the opportunity to send Dan another e-mail explaining the situation and requesting they honor what I, in good faith, signed up for - the Simply Everything plan with 3 lines for $119.99/month, a one-time credit of $70 & a 10% discount per month for 2 years.

Of course, I didn’t expect to hear back from Dan personally. If fact, I received a call from a Sprint representative. He told me he would check into matter and would call me back. He also gave me his direct line so that I could contact him. I was encouraged!

On March 28th I called him to see if there was a resolution - got his voice-mail; on Monday, March 31st, I called to see if there was a resolution - again got his voice-mail; on Tuesday, April 1st I called to see if there was a resolution - once again got his voice-mail.

That afternoon he returned my call. He said he spoke with his manager and, you guessed it, they were sorry, but there was nothing they could do. I told him I understood that he and his manager may not have the authority to resolve this, but that someone certainly did. He asked if I wanted his manager to take it to the next level – of course I said yes. I’m not certain what answer they expected? Did they think I would say “no, never mind”? He told me it might take a while before someone got back to me, but that he would make a note to follow up.

Yesterday I received a call from a Sprint rep regarding the BBB complaint. She told me there was nothing they could do. The only option she gave me was to switch back to my previous plan and she would deduct last months charge for my husbands line.

While the plan features are terrific, I've lost confidence and respect for Sprint.

My finance and I have been with Sprint for approximately three years, and have renewed our contract a few times in the course, as we have upgraded phones. Every now and then we'll have a glitch with the company, but as of late, things have gotten progressively worse.

About four months ago, we started getting charged for Jamster ringtones we never downloaded or authorized. We were instructed by Sprint that they weren't responsible for charges from third parties, and we had to pay the 6.99 and click unsubscribe on our account page at Sprint.com. We did so. Next month, same charges. The rep this time took off the charges and walked us through the same steps. Next month, same charges. The representative again told us he couldn't take the charges off, and we had to unsubscribe. I got irate, and told him what he was going to do-- take off the charges, and make sure the d--m thing stayed off. Needless to say, it didn't work. Contacting Jamster was near impossible, but finally I got through to a guy who spoke English about as well as my friend's Boston terrier. When I threatened legal action for fraud, he spoke English real nice and took the ring tones off. Funny, huh?

I thought it was over, but then guess what? We had a UPstage phone die! My finance had replacement plan, though, and only had to pay 50 dollars to get it replaced. I think that's a rip, but it was clearly stated and he agreed to the terms. Long story short, they mailed us a new phone, but didn't properly instruct activation. We were getting messages from the Verizon network about unavailable services. Great, right? Various techs told me how I had done something wrong, and one girl ventured to tell me to remove the battery-- battery?! Anyone who has seen an UPstage knows they are built like an mp3 player-- that is, internal, irremovable battery. Real competent personnel, huh? I finally got someone who would listen instead of talk at me, and we figured out the problem-- we had been given the wrong codes to type in.

Well, this new phone would give us another kick in the pants when our bill came. It seemed they had taken off the text message package, the PCS vision package, everything that we had on that line when the phone was replaced. It doesn't make sense why they'd do that, especially as I had been assured they would NOT do that (call me paranoid, I suspected them by now). The man offered to take off the 20 something dollar charge for the packages being re-added and we would only have to pay the 29 something for the used text messages and the 60 something for internet. I politely informed him what he could do with that offer, and that the charges would all be taken off and the account set up correctly. I pride myself on being persuasive, and he fixed it. Good.

Well, the UPstage didn't seem to hold up to my finance's abuse-- works on docks with freight-- and he wanted something a bit more pocket-friendly. He saw the Musiq and fell in love, so he got that one. The girl at the kiosk (we don't apparently have Sprint stores anymore in the world, given runarounds from the past) told him it was all set up, nothing would change, and there was no need to pay any upgrade fees as it would not be classified as an upgrade. Terrific! A few days later, the phone freezes, the outside buttons stop working. He consults the Sprint store here in town, and all they can do is try another battery in it. Nothing doing. He is told to take it back where he got it. Now, when we have had faulty phones in the past, we take them back, they give us a new one, no problem. The kiosk we had used, please shoot me now, was in a mall an hour away. We get there and the girl won't switch it out unless we have the box and everything, even though they have never asked for that before. New policy, apparently, so the fiance goes all the way back the next day to get his phone.

Now, that isn't the end of it. Our bill came... and guess what was on there? Yes! TWO upgrade fees of 19.00!! Charges for text message use, as well as a text message plan-- apparently, plans don't cover use anymore? And here's to boot, the new plan my finance had apparently signed up for with another non-English person was supposed to be unlimited messaging for both lines for 20? It was listed under my phone number, even though his is primary. Weird, no? Here's the clincher-- there was also a TWO HUNDRED DOLLAR equipment fee!! Needless to say, my happy little butt was on that phone in an instant.

Sprint apparently doesn't want our business, because I talked to no less than SIX people, all of whom told me different things about the text plans, several who refused to remove the upgrade fees (one who finally did), a few who wouldn't take off the text fees (ah, another finally did), two 'supervisors' who shouldn't work for an English speaking company and then get mad at ME when I can't understand them (snotty you-know-what, hope she's fired, I was being polite), and someone who suggested that we drive back to the kiosk with our credit card statement, the bill, and the phone and argue it with them. I was foaming at the mouth by this time, and came pretty close to smoking again and ruining my seven months nicotine free. The head honcho woman I finally got to said all she could do was remove the text messaging fee, the two charges for upgrades (which we shouldn't have had, and if we should have, there was only one fricken phone line with a new cell!), and open a case about the 200 bucks.

Funny thing is, the phone was 299.00 plus tax, I believe, which made it around 314 or so, give or take for my bad math. We paid with Capital One, the payment cleared. Where did an even 200 come from? Nobody seems to know. I thought maybe it was the battery, but my finance popped that theory-- the girl at the store who tried a new battery never gave it to him to keep, never took his name or phone number, and never saw any identification. In other words, she couldn't have put it on a bill. As it stands, Sprint said they would look into it and contact US when they figured out what happened. All I have to say is, if they try to charge us late fees for nonpayment of SUSPENDED charges, I'm going to blow.

I ordered a PC card from Sprint April 2007, online. It looked like the order did not go through. So, I did it again. 2 PC cards showed up. I opened 1, tried to download it. Not compatible with my PC. I called Sprint, they sent me return envelopes. I sent both PC cards back. They have billed me for the following 6 months for 2 cards. I was finally able to speak to a real person, and they deleted the account.

They said my balance was zero. I am still getting billed for 1 PC card, and they even sent me a check for 6.99... said I overpaid them for one of the accounts. I cannot open any account online with sprint to check any status. You need a Sprint phone number to access anything online. Anytime I call, I end up telling the whole story to at least 7 different people, none of whom help. Now I have RPM creditors after me. SPRINT SUCKS.

After applying for a loan this week, I find that Sprint shows me with an outstanding bill of approx. $294. For 23 months, I have been charged an access fee on a phone that was cancelled as of Feb. 06. I reported the phone stolen and to cancel it when the contract was up. Unfortunately, someone at sprint decided that the phone was only missing and they did not cancel my account. Not only that, they have (apparently) been sending the statements to someone else. I have had no opportunity to make this situation right. Their excuse was that they could not get ahold of me, yet I have the copy of what should have been my last bill dated 3/01/06. After 3 hours on the phone, I finally reached the "top" person (according to her) and she was not helpful to me at all.

I can pay the money, however, that does nothing for my credit rating. My only recourse is that Sprint acknowledge that it was their error and remove the charges. That way I can contact the credit bureau and correct my information.

I need help with this situation.

Thank you,

Debra A. Caterina
(517) 784-1840

I applied for a two year contract with sprint on Dec 05. It is now Jan 08. My contract was supposed to be over last year in Dec. I never knew how fraudulent Sprint was, until I called up costumer service. I found out, since I purchased a new phone "upgraded" through a sprint store. They extended my contract for two more years. I never was asked if I wanted to continue my $300.00 bill a month for two extra horrible serviced years. Now I am looking into calling Corp office. I'm sure they are more crooked than the employees of sprint stores.

good luck people.

SUCK FRINT!!!!!!!!!!!!!!!!!!!!!!!!!