Complaint Review: Sprint PCS - Nationwide

On November 5th I went to Best Buy and bout the Samsung A500..the worst mistake I ever made. I liked the style and all, it is still one of the most stylish phones out. But a few days after I had bought it, it started saying ''svc service unavailable please try analog'' .. And every few calls I had tried to make would say connecting for about a minute and then say that message.

I thought maybe it was just Sprints service, then after several more days the service got very bad on my phone and kept roaming and my dads phone which was $200 less then mine had perfect reception.

I called Sprint customer care, and they kept asking me if I had roaming turned off, which I did, but I repeatedly told them it had nothing to do with it because my fathers phone had prefect reception right next to mine and his roaming is turned off also, they told me to take it to a Sprint store. So that night ,the 20th, I took it to the Sprint Store near me. They did a test on it, it took about 10 min, the guy came back and said it failed. So then he ordered me another handset and told me to hold on to the one I had.

So then 2 days later UPS comes in with my 2nd handset, it was a refurbished phone which pissed me off since I bought a $300 phone to find it is defective and then they send me either a damaged box's phone or someone's old phone. I get my phonebook all set up, my ringtones for matrixm.com all re downloaded. Then after making a few calls it said that same annoying message again. I call customer care. I talked to a lady for about 30minutes and she put me through to a technician. He said that the message means its not communication with the cellular tower which doesn't make sense for the tower is a half a mile from my house.

So he orders me yet another handset. I told him after that to put me through to a supervisor. Which he does. The lady I talked to was very nice. I asked her if it was just me with this problem or was it everyone, she said it was not just me. She credited the month, and made sure that I would receive a new phone and gave me her [email protected] if something else was to happen.

So I get the new handset 5 days later with only 1 return kit and not 2 which I called customer care and she put me on hold and then came back saying that they told her to tell me to put 2 phones in one container. Anyways I get the phonebook done and ringtones done which takes about an hour, but I was doing it through school any ways so I wasn't worried about it.

Then when I go to make some calls it would call about 35% of the time and the rest of the time it would say that same message. So I call up sprint yet again. I talk to this man telling him that I went to the sprint store and that they did a test it failed and they sent me another phone and told me to hold onto the one I had, and he said ''that doesn't sound like sprint'' and I said are you calling me a liar now. I saw that im getting no place and he's getting very ignorant, so I ask for a supervisor.

He said why, I said because you cannot comprehend what is going on. He said he can't get me a supervisor because I cannot be placed on hold for a indefinite amount of time. Im like when you put someone on hold you will not know how long that person will be on hold so put me on hold and get me one of your supervisors. He put me on hold and came back like 5 min later and said that a supervisor may take up to an hour. I said I don't care to just get a supervisor. He then came back 30minutes later saying ''I cant keep you on hold you are tying up the line and I cannot help valuable sprint customers but I can have one call you within 24hours'' Being very frustrated that he most likely didn't even try to get a supervisor I hang up on him. And then call back to get someone different. This guy I talked to wasn't to kind but yet and went and got me a supervisor in like 5minutes.

I talk to this supervisor he tells me that im in some hole and that its my reception yet my reception is perfect, he places me on hold and then after 5minutes and then the line goes dead. I then call back and talk to yet another lady. I talk to her for a few minutes. She says saying some phone that they could send me instead. Then she says that she can get me the Sanyo 5300 for there was a $50 instant rebate and she would credit the account an additional $30 leaving a $20 difference which I could pay at the end of the month. After that she transfers me to a supervisor. I talk to him for a few minutes and he goes over what was done etc and has the phone shipped out 2nd day air. Then I got my new phone with a return kit. I send the A500 back. And then the next day my phone gets turned off.

I call up and they said ''oh they didn't give you a high enough temporary credit until the A500''. So then that was fixed. Now December 16 my phone was turned off yet again. I call them up and talk to them. They said that the $20 could not be paid at the end of the month that I would have to pay it now, and that my phone had not been turned off earlier because of a $500+ temporary credit. Im like well a supervisor and a representative told me it was to be paid at the end of them month. It was a $400 phone -$299 because of the A500 -50 instant savings -30 courtesy credit leaving $20 to be paid at the end of the month. And they said well there is no notice of the 50savings. Im like well 2 people said there was. And so I ask for a supervisor because yet again I was getting nowhere.

The supervisor said that I was due the $50 credit and that I would still have to pay the $20 now before the phone was back on. Well he then puts me on hold to ''review my account'' but approx 7min later the line goes dead and says ''if you'd like to make a call please hang up and try agian''. So no being hung up on 2ce by 2 supervisors I said screw it and called my dad, which has also had major problems with Sprint, he gave them a check and they cashed it, and then they told my dad it bounced. He had to take papers in there to prove they cashed it, and they get it fixed and then they would turn him off again. So anyway back to my issue. My dad takes me to the Sprint Store, they put me on the ''red phone''. I talk to a lady, she was extremely nice, I explained everything that happened with the supervisors hanging up on me etc...she added the $50 credit, then she put me on hold for just a few minutes.

Read through all the notes on the account (which takes a while) she said that she would add a $10 courtesy credit and that would turn me back on. I thanked her and we hung up. Now I have no problems yet but I am anticipating more to come.

All this time emailing the supervisor but not getting a response. Wasting several hours of my time over ignorance, being on the phone for hours at a time and then getting a supervisor that just hangs up on you.

there are prolly many things I forgot and had left out but this is the basics on what happend.

Raymond

Aberdeen, Maryland
U.S.A.

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