Tips for Dealing with Sprint Customer Service - Page 2

toviaheli · #11 (**permalink**) 09-27-2009, 05:29 PM

Here's an update. I've seen many other Sprint Customers are still having problems with their Customer Service. This route does still work!

I've had a few additional interactions with Jerry (and another of his staff). If you contact Jerry when you have CS issues, they do tend to be resolved more quickly. After a while they simply told me to stop going the CS route and just call directly to the senior management contact they assigned to me.

I wouldn't recommend trying to scam them, but for legitimate issues where CS really is dropping the ball, give Jerry a call or send an email.

Also, does anyone have the latest documents that Sprint CS uses?

-TOV

thegameksk · #12 (**permalink**) 09-28-2009, 07:26 PM

For the past year, i've been having nothing but reception problems in my new place. 1 bar of service or no bars. Missed tons of calls/texts/voicemails. I've been fighting with Sprint about this for the past year. They keep telling me its the phone im using and send me a new one. Im currently on my 6th phone so I know it isnt the phones. I tried your route and emailed Jerry. He replied that someone from his team will contact me and resolve this. Hopefully this works. Ill keep you updated.

toviaheli · #13 (**permalink**) 09-29-2009, 07:25 AM

If you are in a bad reception area the typical solution is an Airwave. When you finally speak to someone say that you've heard about that product. Since you know the reception issue is on their end, not your phone, ask if that is a solution they can offer.

When someone has had multiple repacements like you have, for the same issue, they typically give an airwave to you and wave the monthly fee. Just be as polite as you can.

thegameksk · #14 (**permalink**) 09-29-2009, 12:48 PM

Thats what i've been hoping to get. Everyone I have talked to so far has not even mentioned that as an option. Im still waiting to hear back from someone on Jerrys team.

toviaheli · #15 (**permalink**) 09-29-2009, 04:56 PM

If you don't hear from someone in the next day, give him a ring. He answers his own phone

thegameksk · #16 (**permalink**) 10-06-2009, 12:15 PM

I heard back from someone from Jerry's team and the best they can do is waiving the monthly Airrave fee? That is such a joke. I am not going to be paying 100 bucks for the rave when its sprint coverage thats the issue. Not something i'm doing. Looks like i'm leaving Sprint.

toviaheli · #17 (**permalink**) 10-06-2009, 01:59 PM

lets talk some more...
who did u communicate with? pm me.....

brightedge · #18 (**permalink**) 10-16-2009, 07:48 PM

Hopefully someone can help me out here. I've been with Sprint since 2003, and I have 5 lines. I just moved to a house on the other side of town, and I get very little coverage. 0-1 bars, -110dbm strength. I have tried every available radio for the TP, and have run the debug tests to see if any are better than stock (none are.) After talking with CS about this, they sent me an Airave and said, "It will cover 5000sqft and you'll get perfect reception and data speeds."

After setting it up and using it for two weeks, all I can say is, "5000sqft my eye." If I am more than 20' away from it, or if I go into another room, the call I am on is passed back to the Sprint towers.

I have tried repositioning it in different locations and at different heights, but I still don't get much better reception.

Outside my house isn't any better. I consistently get dropped calls when I drive out of my driveway. The Sprint coverage map shows that my neighborhood has "Excellent" coverage. I've even tried using a different phone - a Samsung Rant, and it was worse.

As a test, I stopped at an ATT store and picked up an iPhone for testing purposes. Low and behold, I get perfect signal strength all around my house and yard.

I've talked with CS, Acct Services, and supervisors in both departments, and have gotten nowhere. My Sprint phone is my primary line for home and business use. Without it I am dead in the water. I haven't called the "bat phone" listed in the first post yet, but will on Monday. At this point I just want out. I've spent hours on the phone with CS, and have had one too many conversations with clients who say, "I'm sorry, you're breaking up...I can't hear you." Of course, I don't want to pay ETFs for all 5 lines either.

Thoughts?

**MrObvious** · #19 (**permalink**) 10-17-2009, 10:25 PM

Quote:

Originally Posted by brightedge

Hopefully someone can help me out here. I've been with Sprint since 2003, and I have 5 lines. I just moved to a house on the other side of town, and I get very little coverage. 0-1 bars, -110dbm strength. I have tried every available radio for the TP, and have run the debug tests to see if any are better than stock (none are.) After talking with CS about this, they sent me an Airave and said, "It will cover 5000sqft and you'll get perfect reception and data speeds."

After setting it up and using it for two weeks, all I can say is, "5000sqft my eye." If I am more than 20' away from it, or if I go into another room, the call I am on is passed back to the Sprint towers.

I have tried repositioning it in different locations and at different heights, but I still don't get much better reception.

Outside my house isn't any better. I consistently get dropped calls when I drive out of my driveway. The Sprint coverage map shows that my neighborhood has "Excellent" coverage. I've even tried using a different phone - a Samsung Rant, and it was worse.

As a test, I stopped at an ATT store and picked up an iPhone for testing purposes. Low and behold, I get perfect signal strength all around my house and yard.

I've talked with CS, Acct Services, and supervisors in both departments, and have gotten nowhere. My Sprint phone is my primary line for home and business use. Without it I am dead in the water. I haven't called the "bat phone" listed in the first post yet, but will on Monday. At this point I just want out. I've spent hours on the phone with CS, and have had one too many conversations with clients who say, "I'm sorry, you're breaking up...I can't hear you." Of course, I don't want to pay ETFs for all 5 lines either.

Thoughts?

Get another Airwave or two?

brightedge · #20 (**permalink**) 10-18-2009, 08:51 AM

Quote:

Originally Posted by MrObvious

Get another Airwave or two?

Not a chance. Since each has to be connected to my router, I'd have to run Ethernet cables through my house or buy some specialized wireless adapter.

I've run across another Airave issue - it sucks at passing along DTMF input. According to the Airave Engineering dept, the VOIP technology used by the Airave often causes DTMF to disappear. Their fix? Switch to Long Tones. Right, like I'm going to wait 1+ seconds for each digit to sound before I enter the next.

I'm calling/emailing the CEO's office tomorrow. I want out.