.... she's making little frogs. (kikayume) wrote in bad_service,
.... she's making little frogs.

Sprint PCS Skullduggery

So I'm a multi-year customer of Sprint in my own name, and in my mom's name for years beforehand. I'd never really had problems with them, and liked the service pretty well.

Last night, I was reviewing my bill online, and realized that under "Add-Ons" for my plan, the following "Add-Ons" were featured.

* Detailed Billing -- Included
* Vision Pack -- $10.00
* Unlimited Nights and Weekends after 7 pm -- Included
* Unlimited Nights and Weekends after 9 pm -- Included
* Unlimited Nights and Weekends after 7 pm -- $5.00

D'oh, I'm being charged for something that's also included with my plan. No biggie. I'll call and get it straightened out. I should have noticed it earlier. My bad.

So I call in to customer service. And sit on hold for literally 35 minutes. I checked the timer on my phone to make sure I wasn't hallucinating. When a guy picked up, he was very nice, but talked really fast (which I understand, given that his supervisors were probably freaking out about the half hour call wait time).

It took a while to explain the problem to him, because he kept referencing my paper bill, which doesn't show that. But once I got him to understand, he said, "Oh my god, you're 1000% right! We're charging you for something that's included in that plan". I silently cheered -- problem identified, soon problem solved! And it only took 1/2 hour of waiting and 15 minutes of explaining!

Except that he then said they couldn't alter that plan to remove the charges. But what we could do was upgrade my plan to the Blahblahblah plan, which was only $39.99 a month. Which is $10 more than the plan I'm using now. So I'm now paying $10 a month to remove the extra charges that I've been paying for about a year. Err...

I mention that I'm not interested, as my contract is up in February, and I'm thinking of switching providers. Crap. Shouldn't have told him that. He escalates me to an "account manager", which I assume is probably the retention department.

So then I hold for 15 MORE minutes. To be retained. Hurr.

I finally make it through to this person, and explain the problem, again, and she tells me that it's correct, that the 7pm is not included in my plan. So I ask why the website (my personal, logged in website) says it is. She says it's part of the new plan. I point out that it's MY portal, not the "new plan" page. She keeps hemming and hawing and finally says "The website has a lot of glitches.".


I hang up, log back into the website, and manually remove the extra charges. This morning I receive confirmation that that part of the plan has been cancelled. The "included unlimited after 7pm" minutes remained.

I emailed their customer support this morning politely bitching about it. We'll see what happens.
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