- Report: #1094113
Complaint Review: Sprint - Overland Park Kansas
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Sprint
6200 Sprint Parkway Overland Park, 66251 Kansas, USA
Phone:
703-433-4000
Web:
www.sprint.com
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Sprint PCSSprint NextelSprint Wireless Extreme service degradation Overland Park Kansas
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I am writing you out of both desperation, and frustration with the service that I have been receiving from Sprint for the past year. I live in the Twin Cities metro area in Minnesota, I have been a customer since the days of Nextel in 2001 and have been an avid Sprint supporter all along. Granted data speeds have never been the a selling point of Sprint service, I never used to have reception issues or dropped calls. About a year ago, data service got excessively bad (Coincidentally around the same time that I first started seeing LTE in my market) where it was as slow as 15-20k for download speeds at times which won't even stream music.
Now, roughly 5 months ago the voice service has also been affected and the data issues have gotten worse! I have had more dropped calls this week alone then my past 11 years with Sprint/Nextel COMBINED. Cell to landline is bad, and will generally result in the call being dropped sooner then later, Sprint to Sprint....watch out, you may get 3 words in before you are dropped - literally. I have spoken with customer service numerous times, they always blame Network vision for the service woes.
I understand what network vision is, and its complexity as I work for a company that is providing back-haul to your upgraded towers but I shouldn't have to suffer through a year of horrible service in the meantime. I have been given 5 different completion dates for network vision now, its always about a week away from whenever the employee tells me. I faithfully pay my $265 a month for 5 lines, and you can see my usage has dropped drastically as I have a work phone that I use now for most calls resulting in a drop from 3000-4000 minutes a month to a few hundred when these problems got more severe.
Many times throughout the day, our phones get error messages saying "Unable to establish a wireless data connection EHRPD : 4" The service that I am receiving is not what I would expect for $265 a month. I have been extremely patient and understanding, I haven't asked for or received any credits for the hundreds of data issues and dropped calls but last night my grandparents had a medical emergency and they were unable to complete the call for help due to the call continuously failing and had had to flash a light continuously to get a neighbors attention.
I am politely and respectfully requesting someones assistance in canceling my contract so I am able to port my numbers to another carrier without paying the amount I was quoted by customer service ($1270) for something that is totally out of my control. It has been extremely frustrating for a long time, but the situation last night was the last straw.
Sprint service in Minnesota is so bad that several news stations did a complete story on it, here is a link to one of them -
I have read other horror stories online with Sprints customer service and service, and I have to say that every single person I have been in contact with is extremely polite, friendly, and seemingly US Based but reloading a PRL and reprovisioning a phone 50 times won't fix the network issues unfortunately. Many people suggest calling customer service 100+ times in a month or forcing the phones to roam and using hundreds of GBs of data to get Sprint to kick us off our service contract.
I don't want to do that, I feel those are ridiculous and uncalled for actions but I am respectfully requesting your help in allowing me to switch to a different provider without the huge penalty on my part. I DID file a complaint with the FCC, Minnesota Attorney General, 6 of my state representatives but I fear action may not be as quick as necessary and I don't want to risk another incident with my grandparents. It saddens me, because I have always been a Sprint fan and supporter.
1 Updates & Rebuttals
Tyg
Pahrump,Nevada,
Unfortunate...
#2General Comment
Thu, October 24, 2013
Its unfortunate but you did sign a contract and the terms of that contract spell out that them working on the network IS NOT a valid excuse. I know because I just recently went through this with Sprint myself. Thier tower were damaged by a lightning strike and it pretty much took down everything Sprint owned. I called and complained. As long as they can issue you a credit then you can deal with the tower issues. Its just when you have to pay for a crappy service that this causes a issue.
I would suggest asking for a credit for the dropped calls. But I know for a fact that they WILL NOT let you out of the ETF. You can cry all you like but it just wont help. They hold both you and themselves accountable. Them less so then you. This ALWAYS happends when they upgrade thier equiptment.
And good luck trying to sue them. The terms of your contract state you have to go to arbitration. That may be a remedy for you but I truly doubt it.
Your best bet is to just live with it until your contract is up then leave Sprint. They will get the message then.
