I have to play devil's advocate on this one as a former sprint employee. I now work for t-mobile and cannot begin to tell youhow often I have customers that come to us to switch from sprint just because of the customer service. It has always been bad and always be bad over the phone, instore service is not a problem. They have been promoting this 30 day worry free gaurantee but at the same time added different charges to accounts and due to that breached contract and have had to let every customer that refuses those charges out of their agreement. They first did this at the beginning of the year and anyone who objected to the charge (I believe it was a change in a regulatory fee) would be let out of contract as long as they contacted sprint prior to Jan 31st. After that Sprint decided to add a $5 charge to all accounts that have a spending limit that are not setup on automatic payment. With this, people were able to leave at no penalty until March 31st.

Sprint may turn it around this year but I don't see it happening. Adding these fees and putting out so much money for 4g (which they will end up getting back from the customer through these fees and others) are not going to allow Sprint to head in the right direction. The best move they have made in recent past was firing the CEO (not Dan Hesse) but that move was too late.