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Sprint Mobile Support Ticket - Disappointed in Service

Sprint Mobile Support Ticket

Disappointed in Service

Created By: swtbabgrl81's Picture swtbabgrl81 Last Reply: swtbabgrl81's Picture swtbabgrl81
Priority Level: [High] Status: [Open]
Created: 6 years ago Last Updated: 6 years ago
Department: N/A Replies: 0

We signed up with Sprint in Sept 2011. Since March of 2012 up to Feb 15th 2013 we have had nothing but trouble with our service. 1 month shy of a year worth of phone calls to customer service, internet chat w/tech, and multiple trips to the tech store front resulted in us finally canceling service. Since March of 2012 we have had dropped calls, unable to make phone calls, no internet service unless we are connected to wifi. Every time we called we were told that the towers were being updated. Orginally that was going to be fixed by the end of summer and were offered a credit of $30 for 4 months (keep in mind that on a $200 monthly bill that is not much). So took the offer and decided to wait it out. I gave a month extra. On October 11th 2012 I called again still with the same issues. At this time I wanted cancelation options. I spoke with a representative who informed me that if we returned all 3 of our smart phones that ALL early termination fees would be waived. This representative named Billy Jones gave me his work email address and told me to email him directly after I spoke to my husband. I emailed this gentleman twice with no response. I called back and got someone else who informed me there was no record of that conversation and she did not even know who Billy Jones was. I was also informed that the option he gave me is not an option at all. So here we are stuck with a decision of stick it out unil 2014 with no service and pay $200 a month or pay $975 in early termaination fee's. Things got worse from that point. Phone service turned into waiting 10 minutes for a call to even connect. We never had 4g (appartently it's not in our area) the 3g didnt work, we would try to load a page and 20mins would go by with no luch. If we were connected to Wifi we were fine though. I called in a few more times about the issue and again asked about canceling with the early termination fee's waived due to the reason of cancelation. I was informed that they can not waive the fee's just because the internet was not as fast as we wanted it to be...it didnt work at all!!! After a few more conversations about the fee's being waived due to the fact that we wanted to cancel because of service issues (no other reason than that) and being denied that credit my husband and I decided we were just going to cancel. On Feb. 15th of 2013 we switched carriers and had our phone numbers ported over. This of course canceled those 2 lines immediately with sprint. I called on Feb 16th to cancel the last line on our account and I was told that service would be canceled on March 10th 2013. I called again the next day to question why it wouldnt be canceled until March b/c I wanted it canceled immediately. I was informed that Sprint does not cancel in the middle of a billing cycle so we had to wait, there would be no new charges. My bill due on March 5th covers service until the 10th. I questioned the 2 lines that were ported to the other carrier already. Turns out we are STILL paying for them even though the lines do not exist. So now I'm paying for service that doesnt exist on Sprints network and I'm paying $975 in early termination fees. I once again questioned this and asked about waiving the termination fees. I was told it was not that reps fault that we ported our numbers and Sprint does not do any pro-rating or waiving of termination fees. I asked how they could possibly continue to charge me for service that does not exsit. She stated it was in the contract I signed. At this point I was irriated beyond belief and I questioned her what about Sprint's part of the contract that provides me telephone and internet service, Sprint is not holding up on their end of the contract and that is why I am canceling. I was again informed that it is not Sprint's fault and to have a nice day. Many of my co-workers and friends/family who have Sprint are experiencing the same issues. I urge anyone thinking about switching to Sprint to NOT do it. Thank you for taking the time to read my review and I hope it helps in your decision making process.


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