15 Jun 2011

Sprint customer support

I’ve had my Sprint account for about 6 years now. I’ve been very happy with the prices and reception. Their customer service, however, has never been very good.

Throughout those 6 years I’ve had about 8 different phones. I started with a flip phone, then had 2 windows mobile phones, then gave the phone to Denisse, and switched it to a BlackBerry, and then, when she got a work phone, switched it to an regular ‘feature' phone.

I have a special plan with Sprint. I got it through an employee referral, and I get several extra perks. One of those perks is for overages. If I go over my minutes, they charge me $5 for each additional block of 100 mins (rather than a rip-off 45 cents a minute). Because it’s so cheap to go over minutes, I don’t have to worry about it, and I can have a 500 minute/month plan. Then I’ll occasionally pay $5/$10 if I go over. Great deal, right? Better than needing to have a higher minutes plan just in case.

Here comes the problem. When I recently switched from the BlackBerry to the feature phone, they removed the overage feature without telling me. So, this month, we’d gone over 239 minutes. Rather than costing the usual $15, it cost $112.05 (at 45 cents /minute). Obviously I call sprint to complain.

Sprint CSR – We can’t do anything about it. It’s your fault, you went over minutes

Me – You can do something about it, and you will, as you changed my plan without telling me. I was expecting a $15 charge, not a $112 charge

Sprint CSR – hold please.


Sprint CSR – I’ve spoken to my supervisor, and the best I can do is credit you $15

Me – I don’t think so, I was charged $97 more than expected. I want to be refunded $97. Let me speak to your supervisor

Sprint CSR – Umm…. If you bother my supervisor he will probably cancel the $15 credit he promised you. You shouldn’t risk it.

Me – Are you threatening me?

Sprint CSR – Please hold while I transfer you to my supervisor


Sprint Supervisor – Are you unhappy with the $15 I offered you?

Me – Yes. I want to be refunded $97

Sprint Supervisor – The most I can do is $35

Me – I deserve $97.

Sprint Supervisor – Well, the most I could probably do is $45

Me – When I switched phones, I was not informed that it required a plan change that would remove my automatically added minutes.

Sprint Supervisor – I don’t think I understand

Me – It’s quite simple. You owe me $97 becau……

♫♬♪♫♬♪♫♬♪♫♬♪♫♬♪♫♬♪♫♬ (yep, she put me on hold mid-sentence).

Sprint Supervisor – My manager has approved a one-time $97 credit. Have a nice day.