|
||||
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...
__________________
The Book of GOD: Helping Spiritual orphans know God their Father completely! The New Book by TOV ROSE www.TovRose.com Get it now on Amazon.com: http://www.createspace.com/3582133 Last edited by toviaheli; 12-11-2008 at 09:14 PM. |
This post has been thanked 3 times. |
This post has been thanked 1 times. |
|
||||
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 Last edited by toviaheli; 12-11-2008 at 09:21 PM. |
This post has been thanked 1 times. |
|
||||
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 (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 Last edited by toviaheli; 05-25-2010 at 09:53 PM. |
This post has been thanked 2 times. |
|
||||
Re: Tips for Dealing with Sprint Customer Service
Here is a recent list of contact information for Sprint...
|
This post has been thanked 1 times. |
|
||||
Re: Tips for Dealing with Sprint Customer Service
Quote:
|
|
||||
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
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 |
|
|
|