Tips for Dealing with Sprint Customer Service

toviaheli · #1 (**permalink**) 12-11-2008, 09:03 PM

I thought it might be a good idea to have a consolidated thread to help people with CS issues, negotiating for new contracts, new phones, general advice. I know there are numerous phone specific threads that cover this kind of thing, but as a noob, I longed for something like this, and I'm sure I wasn't alone.

Think of this as the cream of the crop, the best advice that worked, so as to help out others so they don't have to read hundreds of pages somewhere else.

Here's a few things that have helped me:

1) If you have a longstanding Sprint issue that you can't get resolved through multiple attempts with regular Sprint customer service, dial the hotline at 703-433-4401. This information can be found at Consumerist.com (which is a great site by the way). When you call, state that you are a Sprint customer and Consumerist reader and you would like their help in solving your problem. When asked, succinctly state the factual basis of your complaint and how you would like to see it resolved.

Along with that, make sure you read their tips on how to properly complain, found here: http://consumerist.com/consumer/howt...ain-189786.php

2) Sprint has a cheat sheet they give CS representatives to help them overcome your objections. Educating yourself before you call is a great idea before you make that call.

Here is an older Sprint Document which they really used. It can be found on Consumerist.com: http://consumerist.com/assets/resour...objections.pdf

Or below for download...

**hibby50** · #2 (**permalink**) 12-11-2008, 09:10 PM

HOLY CRAP! LOL that old one they were playin hardball! Reminds me of the time i went to the mexican market.... so much pressure!

toviaheli · #3 (**permalink**) 12-11-2008, 09:17 PM

toviaheli · #4 (**permalink**) 12-11-2008, 09:24 PM

This list was originally posted at sprintusers.com in 2007. If there are any edits to the numbers, go ahead and let me know. I'll update the list here.

SPRINT CONTACT NUMBERS:

Activations:
888-211-4727
888-328-4252
888-788-4727
888-715-4588

Activations No Wait Time (non automated):
866-516-8519

Business Customer Service:
800-827-1180

Business Customer Service (no wait time):
866-581-9266
877-297-4258

Business Retentions:
866-881-9571
877-812-1223

CEO, Gary Foress
703-433-4040 Direct
703-433-4352 Fax
Office of the CEO
Meghan Land - 703-433-4094

Collections:
800-808-1336

Corporate Headquarters (Higher-ups):
913-624-6000
703-433-4000 (automated directory)
800-829-0965 (automated directory)
913-794-0000 (automated directory)

Credit Department:
800-639-6116

Customer Service:
800-480-4727 (option 1)
800-639-6111
877-909-4806 (option 2)
888-211-4727 (option 2)
888-312-0050
888-328-4252 (option 2)
888-788-4727 (option 2)

Customer Service No Wait Time:
866-360-2159
866-744-7315
866-881-9571
877-206-4122
877-222-5006

Do Not Call Number:
888-382-1222

Employee Accounts:
866-250-2221
888-876-8381

Executive Services:
866-398-4606
888-569-4927 Fax

Fraud Department:
888-788-0788

International Roaming:
888-226-7212

Legal Department:
Kennedy, Leonard - Corporate Legal: 703-433-4274
800-829-0965 (need location and employee name, Legal Department is in Overland Park, Kansas)
913-794-1474 - Stewart S. Myers - Sprint Nextel, Senior Attorney
Law Department
6200 Sprint Pkwy
Eisenhower A
Overland Park, KS 66251

Office of Privacy - Legal Department: 800-639-6111
Sprint Nextel
Mail stop VARESP0403-A4112
2001 Edmund Halley Drive
Reston, Virginia 20191

Loyalty group:
800-614-9021
866-800-7398
866-888-2483

Marketing: (number is for survey, not able to contact a representative)
866-877-9830

Marketing Opt-Out:
800-865-7786

National Business Plan:
888-312-0050

Nextel.com Sales Support Desk
866-289-8375

Opt-Out Number (Sprint Services Only):
800-865-7786

Payments / Internal Collections:
800-808-1336
800-399-2504
PCS & Nextel phones:
866-866-7509
800-974-2221 (option 3, then option 2)

Porting Department:
877-688-1969

Power Vision / EVDO Support:
866-818-1944

Priority Team:
866-542-1258

Rebate Line:
800-477-4127

Residential Sales and Business Land Lines
800-877-7746

Retentions:
*2 (at the voice prompts state "CANCLE")
or 877-775-4886

Retentions No Wait Time:
866-881-9571
877-766-7697
877-851-1832

Sprint Ambassadors:
888-296-8806

Sprint Care:
866-881-9571

Sprint Corporate Security:
800-877-7330

Sprint Direct:
866-306-7056

Sprint Directory:
800-829-0965

Sprint Employee Value Program (National Volume Discounts):
888-457-6294

Sprint Network Management Center (Cell Towers)
888-859-1400

Sprint Subpoena Compliance (Malice Phone Call Traces)
Mailstop KSOPHM0206
6480 Sprint Parkway
Overland Park, KS 66251
866-259-7534
913-315-0736 Fax

Technical Support Tier 1:
*2 (tell Claire Technical Support)
888-211-4747 (tell Claire Technical Support)

Technical Support Tier 2:
866-588-9907

Tele Sales:
866-289-8375
888-253-1315 (option 3)

Total Equipment Protection (TEP):
800-584-3666

USF Charge Information
866-770-6690

Vision / 3G Wireless Web Support Tier 1:
866-588-9907

Vision / 3G Wireless Web Support Tier 2:
866-818-1944

WLNP Priority Help Link:
877-888-1518 (Password 4357# (HELP#))

On Your Sprint Phone:
Accessory Purchases #222
Airtime Usage *4
American Airlines Flight Information #22 (#AA)
Bill Payment *3
Charles Schwab Direct #724
Customer Service *2
Referral Credit System #733 (#REF)
Retentions *2 (tell Claire you want to cancel)
Tower Resync *18
Spanish Option *5
Voice Command *-> (talk) #->(talk)
PreCash Payment System #2274 (#CASH)
Western Union #986

Email Address:

Ecare email addresses:
ecare@cc.sprintpcs.com
ecare1@cc.sprintpcs.com
ecare2@cc.sprintpcs.com
ecare3@cc.sprintpcs.com

Executive Service:
executive.offices@sprint.com

Customer Service email address:
customer.servicenet@mail.sprint.com

Ambassador Program email address:
Ambassadorprogram@sprint.com

Marketing Opt-Out:
officeofprivacy@nextel.com

Sprint CEO and COO:
President and COO, Len Lauer: Len.J.Lauer@mail.sprint.com
CEO, Gary Foress: Gary.D.Forsee@mail.sprint.com
703-433-4040 Direct
703-433-4352 Fax

Sprint Employee Value Program (National Volume Discounts):
info@EmployeeValueProgram.com

Sprint Long Distance email address:
customer.servicenet@sprint.com

Sprint Complete Sense email address:
sprintphonemanager@sprint.com

UPDATE: 5/2010
Activations
888-715-4588

Business Customer Service
(88

788-4727
(877)-812-1223

Corporate HQ/Higher-ups, etc.
(800) 788-0743

Customer Service Straight to Rep.
(800)-658-7564
(877)-822-7505
(877)-349-4413*

Customer Service W/ Hold time
(88

211-4727
(88

788-4727
(877) 909-4808

Customer service Trouble Dept.
(866) 273-2163

Customer Service Employee Accounts
(88

876-8381

Collections
(88

-808-1336
(88

-547-8119
(800)-788-0788

Credit Department
(800) 881-8036

Executive Services
(88

347-8988
(866) 519-5698
(817) 215-3070

Fraud Dept. for Customers
(88

788-0788

Fraud Dept. for Officers
(877) 324-1925

Helpdesk
(800) 808-1058
(800) 220-7170

ID Check
(800) 881-8036

International Verification dept. (Inter. LD)
(877) 785-8414

International Roaming Department.
(88

226-7212

IT Help Desk
(877) 903-9923

Legal Department
(913) 624-5800

Lockline
(800) 584-3666*
(816) 237-3000 General Purpose Line
(816) 816-3604 General Purpose Fax

Misapplied Fax
(866) 751-8040: Pre Cash
(866) 751-8039: Others

Premium Issues Line
(877) 788-0743

Retention
(866) 207-7913
(800) 477-4127

Refunds Dept
(866)-267-2579

Subpoena Compliance
(913) 315-0660
(913) 315-0736: fax

Telesales
(88

253-1315
(800) 480-4727*

Tier 2 Supports
(866) 206-4108

The Following is for Law Enforcement USE:
Sprint Nextel Contact Numbers
24 x 7 Sprint Corporate Security (Law Enforcement Hotline):1-866-398-3284
To increase our service levels to PSAPs, a toll-free number specifically for PSAPs with no voice prompts. Callers are routed directly to our hotline queue. Note: this number is available 24 x 7 for all PSAP emergencies.
Non-Emergency email inquiries:
Nonemergency911Issue@sprint.com
Escalation Contact for Corporate Security
Paul W. Taylor - Manager of Electronic Surveillance
Desk: 913-315-7652
Mobile: 816-651-4025
E-mail: paul.w.taylor@sprint.com
Sprint Nextel Addresses for Correspondence:
Address for Submitting Enhanced Service Request or
Billing/Cost Recovery:
Sprint Nextel Peg Clattenburg – 911 Cost Recovery
E911 Cost Recovery Desk: 913-827-0279
KSOPHT0101-Z3911 6391 Sprint Parkway
Overland Park KS 66251-3911 Email: Peg.L.Clattenburg@sprint.com
Escalation contacts for the Sprint Nextel E911 Wireless Organization:
Rusty Griffin – 911 Production Supervisor Raymond Greig – 911 Production Supervisor
Desk: 913-827-0350 Desk: 913-827-0347
Email: Rusty.Griffin@sprint.com Email: Raymond.E.Greig@sprint.com
John F. Miller – 911 Production Supervisor Monica Puls – 911 Production Supervisor
Desk: 913-827-0485 Desk: 913-827-0529
Email: John.F.Miller@sprint.com Email: Monica.J.Puls@sprint.com
Terrence Phillips – Manager Network Engineering - 911 Timothy G. Kelley – Director Network Engineering
Desk: 913-827-0522 Desk: 913-794-8152
Email: Terrence.Phillips@sprint.com Email: Tim.Kelley@sprint.com
Sprint Nextel 911 Contacts 9/2009

BigDiesel07 · #5 (**permalink**) 12-12-2008, 03:36 PM

Here is a recent list of contact information for Sprint...

toviaheli · #6 (**permalink**) 01-11-2009, 04:23 AM

Quote:

Originally Posted by BigDiesel07

Here is a recent list of contact information for Sprint...

Looks like the page is gone? Any chance you got a copy?

toviaheli · #7 (**permalink**) 01-11-2009, 04:28 AM

MODS: any chance you might make a sub-forum just for dealing with customer complaint issues for the various carriers?

It would make it a lot easier for the community to help people if threads dealing with those kinds of issues could all be located in the same place.

Thanks for considering.

-TOV

BigDiesel07 · #8 (**permalink**) 01-11-2009, 12:44 PM

Good idea.. And i'll try to find a copy..

toviaheli · #9 (**permalink**) 02-26-2009, 07:53 AM

I wanted to post an update. I recently went through Sprint's online Advance Replacement tool (link goes here), to upgrade my wife's four-year-old 6700. It had a few issues that were bothering her. They sent a refurbished HTC Touch Pro with no charger, that also had a broken USB Charge Port. Customer Service level 2 and online Chat refused replacement. I was was told to:

1) Buy a new phone
2) Pay Asurion $50 to have a new one sent
3) Go into a repair shop and have them look at it

I shared my experiences with Jerry Adriano, the VP of Customer Relations, as I have encouraged others to do as well.

This was his response at 11:00 PM on a Wednesday evening:

from Adriano, Jerry B [CK] <Jerry.Adriano@sprint.com>
to TŌV - The Entertainment Industry Chaplain <Chaplains@thechaplains.org>
date Wed, Feb 25, 2009 at 11:08 PM
subject RE: And THIS is why I hate Sprint Customer Service

Dear TOV,

Thank you for bringing this to my attention and I apologize for the broken replacement and the lack of resolution by our representative. I have asked our team to get in touch with you tomorrow to get this resolved. We will also root cause with Asurion on why you received a damaged replacement without charger. We will also determine why our representative didn’t resolve this for you.

Regards,
Jerry

I will keep you posted on what happens next.

-TOV

jtrag · #10 (**permalink**) 02-26-2009, 09:39 AM

Good thread! Thanks guys

As soon as I get my computer straightened out, I'll find my list of resources and post it here.