Tips for Dealing with Sprint Customer Service
 

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...

Re: Tips for Dealing with Sprint Customer Service
 

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

Re: Tips for Dealing with Sprint Customer Service
 

The Following Contact Information May Also Assist You:

SPRINT EXECUTIVE CONTACT INFO (as of 5/07)

Adriano, Jerry - Customer Experience Executive | 913-762-8080 | jerry dot adriano at sprint dot com | KSOPHI0306 - 3C555 | 03503
Carter, Matthew - Base Management Executive | 913-794-2200 | matt dot carter at sprint dot com | KSOPHF0310 - 3A203 | 10000
Curran, Jim - BCS Executive | 913-762-1238 | jim dot m dot curran at sprint dot com | KSOPHE0210 - 2A101 | 07132
Digiorgio, Bryan - SVP Of Customer Care | 913-794-1705 | bryan dot digiorgio at sprint dot com | KSOPHF0410 - 4A603 | 10000
Garvey, Kim - Executive Assistant | 913-794-1671 | kim dot garvey at sprint dot com | KSOPHF0410 - 4A107 | 10000
Hallier, Shelley - Director | 913-794-1132 | shelley dot r dot hallier at sprint dot com | KSOPHF0402 - 4B465 | 10000

GARY FORSEE-CEO (703-433-4040) FAX 703-433-4352

Angelino, Mark - SBS Executive | 703-433-4440 | mark dot angelino at sprint dot com | VARESP0501 - 549 | NX9733 - 00100
Dziak Jr, John - Corporate Strategy Executive | 000-000-0000 | jack dot dziak at sprint dot com | VARESP01HR - HR | NX1482 - 10500
Fleming, Denise Russel - Director | 703-592-5536 | denise dot r dot fleming at sprint dot com | VARESP0501 - 575 | 01532
Foosaner, Robert - Govmnt Affairs | 703-433-4144 | robert dot foosaner at sprint dot com | VARESP0503 - 561 | NX1785 - 00100
Garcia, John - Cable JV Sprint Only | 913-794-1393 | john dot a dot garcia at sprint dot com | KSOPHF0302 - 3A603 | 18900
Giarraputo, Joy - Assistant | 913-794-1501 | joy dot e dot giarraputo at sprint dot com | KSOPHF0410 - 4A421 | 00937
Hill, Christie - Corporate Governance | 703-433-4216 | christie dot hill at sprint dot com | VARESP0513 - 503 | NX1289
Kelly, Tim - Chief Marketing Officer | 913-794-1670 | tim dot kelly at sprint dot com | KSOPHF0410 - 4A103 | 10000
Kennedy, Leonard - Corporate Legal | 703-433-4274 | len dot kennedy at sprint dot com | VARESP0513 - 502 | NX1209
Land, Meghan - Office of the CEO | 703-433-4094 | megan dot land at sprint dot com | VARESP0507 - 5030 | NX1652 - 10500
Price, Sandy - HR Executive | 913-794-1001 | sandra dot j dot price at sprint dot com | KSOPHF0310 - 3A127 | 00895
Saleh, Paul Office of CFO | 703-433-4436 | paul dot saleh at sprint dot com | VARESP0512 - 583 | NX0974 - 00100
Walker, Kathy - Chief Network Officer | 913-794-4000 | kathy dot a dot walker at sprint dot com | KSOPHF0310 - 3A377 | 01263
West, Barry - Chief Technology Officer | 703-433-4578 | barry dot west at sprint dot com | VAHRNF0401 - 4070 | NX5901 - CTO00100
White, Bill - Corporate Communications Executive | 913-794-1099 | bill dot white at sprint dot com | KSOPHF0310 - 3A103 | 00089


SPRINT BOARD OF DIRECTORS
Daniel.R.Hesse@sprint.com, William.G.Arendt@sprint.com, Keith.Cowan@sprint.com, Paget.L.Alves@sprint.com, John.A.Garcia@sprint.com, Chris.A.Hill@sprint.com, Len.Kennedy@sprint.com, Richard.T.C.LeFave@sprint.com, Sandra.J.Price@sprint.com, Kathryn.Walker@sprint.com, barry.west@sprint.com, bill.white@sprint.com

Re: Tips for Dealing with Sprint Customer Service
 

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
(888) 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
(888) 211-4727
(888) 788-4727
(877) 909-4808

Customer service Trouble Dept.
(866) 273-2163

Customer Service Employee Accounts
(888) 876-8381

Collections
(888)-808-1336
(888)-547-8119
(800)-788-0788

Credit Department
(800) 881-8036

Executive Services
(888) 347-8988
(866) 519-5698
(817) 215-3070

Fraud Dept. for Customers
(888) 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.
(888) 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
(888) 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

Re: Tips for Dealing with Sprint Customer Service
 

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

Re: Tips for Dealing with Sprint Customer Service
 

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

Re: Tips for Dealing with Sprint Customer Service
 

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

Re: Tips for Dealing with Sprint Customer Service
 

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

Re: Tips for Dealing with Sprint Customer Service
 

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

Re: Tips for Dealing with Sprint Customer Service
 

Good thread! Thanks guys :) As soon as I get my computer straightened out, I'll find my list of resources and post it here.

Re: Tips for Dealing with Sprint Customer Service
 

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

Re: Tips for Dealing with Sprint Customer Service
 

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.

Re: Tips for Dealing with Sprint Customer Service
 

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.

Re: Tips for Dealing with Sprint Customer Service
 

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.

Re: Tips for Dealing with Sprint Customer Service
 

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

Re: Tips for Dealing with Sprint Customer Service
 

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.

Re: Tips for Dealing with Sprint Customer Service
 

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

Re: Tips for Dealing with Sprint Customer Service
 

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?

Re: Tips for Dealing with Sprint Customer Service
 

Get another Airwave or two?

Re: Tips for Dealing with Sprint Customer Service
 

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.

Re: Tips for Dealing with Sprint Customer Service
 

Great Thread! been with Sprint more then 10 yrs. Luckily on a Sero plan now, missing the best phones and honestly dread calling with a problem.

Can only suggest to first decide "is it really important enough to call about?", then if yes, be sure you understand completely what you're talking about, because sometimes they are telling you something you don't want to hear, but it is the answer! sometimes...

Re: Tips for Dealing with Sprint Customer Service
 

I spoke with a rep in the executive support department this morning about the lack of coverage at my new house. She was very understanding and has scheduled a tech/engineer to visit the area and test the towers in 7-10 business days. If he/she finds that the signal strength is as bad as I say it is, Sprint will release me from contract without having to pay for ETFs. Of course, that's a big 'if'. The tech could just report back that signal strength is just fine, and then I'm right back where I started.

Fingers crossed...