My family has been with Sprint for about 17 years. We started with a Sprint phone that my husband was given by his former employer (a work phone). Back then you could do that “walkie talkie” type thing where you could speak to another Sprint customer without calling their phone number. In order for me to be able to speak with my husband that way we purchased a Sprint phone for me.
We did have issues with Sprint years ago, but the past 10+ years (give or take) there has been no issues.
We have four iPhones through Sprint – two iPhone 4s phones, one iPhone 5s and one iPhone 5C.
We shopped around for the best family plan when we decided to give our kids smartphones. We knew their texting and internet use would be through the roof so we wanted to make sure we got the best plan to fit our budget. We found that Sprint had the best plan for our family so we stayed with them.
I was the first to get an iPhone. I had an iPhone 4. Everything was fine with the phone until one day I went to do a software update and it said there was not enough room on my phone. I found that odd since I had about a dozen songs and a dozen photos and about five apps. I deleted the music, photos and all the apps and I was able to do the update. Meanwhile my kids had dozens of photos on their phone, songs and a ton of apps and they had no issue (we all had the same hard drive).
The “space” issue happened again a few months later. We took the phone to the Sprint store and they wiped the phone. Everything seemed OK. A few months later I was getting messages on my phone that I didn’t have enough space when trying to take pictures. I had about a dozen photos, 2 videos and 26 songs on my phone at that time. As far as apps are concerned I had Facebook, Twitter and Instagram. There was no logical reason why I didn’t have any room to take photos. Especially when my daughter must have had 200+ photos on her phone and countless apps.
We had to have my phone wiped again.
Because I was having so many issues my husband surprised me with an early Christmas preset of a iPhone 4S with 16gig of hard drive space. Hopefully “space” wouldn’t be an issue anymore.
I’ve had the new phone for a month. Last night I was using my phone and I saw the apps slowly fade away and then the phone went black. It wouldn’t turn on. I know there was battery life on it too.
My husband tried to charge the phone but it didn’t turn on. He then Googled the issue and saw something that suggested re-booting the phone. He did and the phone came back on. Everything seemed OK.
I used my phone with no issue last night and this morning.
The school nurse called me this morning to tell me my son was sick. I went to school to pick him up and bring him home. I had to run an errand so I told him to call or text me if he feel sicker.
When I got to my destination I texted my son to make sure he was OK. As soon as the text went out the phone died again. I know for a FACT it had a charge on it. I had about 14 photos and 30 songs. I had about a half dozen apps. Keep in mind this phone had a bigger hard drive then my previous phone so there shouldn’t be a space issue.
I tried to charge the phone in the car and it wouldn’t turn on. I also tried to re-boot. Nothing happened.
Without a way to reach out to my husband or son I headed to the Sprint store for help.
The Sprint rep did exactly what I told him that I did (tried to charge the phone and tried to re-boot it). He told me to leave it with him and he’ll have a tech look at it and to come back in an hour.
I had to get home to my son. I used my son’s phone to call about my phone over two hours later.
I was told that they couldn’t get the phone to work so they had to send it back to the factory. Ok. Fine and dandy, but… I would have to wait two business days for a replacement phone. Since Monday is a holiday that means I’ll be lucky to see a phone by Wednesday.
I told the rep that I NEED my phone. He was not sympathetic at all. He said that was all he could do UNLESS I wanted to have a new phone overnighted to me. Yes, that would be nice but he told me it would cost $200 to do that.
HUH? We have insurance on all of our phones. Why would I have to pay $200 to overnight a phone to me? I’m pretty sure FedEx or UPS doesn’t charge that much and isn’t that why we pay insurance every month to take care of things like this?
We don’t have $200 to do that. So basically I’m S.O.L (…. out of luck). I am without a phone until the middle of next week.
Here is where I have a HUGE issue. They have phones in their store. WHY can’t they go into the back room and get me a replacement phone then send the defective phone away and when they get the replacement put it back in their stock? That way they still have the phone in their inventory and I am not without a phone for almost a week.
The phone is defective. It’s a new phone (only had it a month). It’s in excellent condition. There is not so much as a scratch on it. I take great care of my phone. It always has a case on it and it’s always protected. Clearly it’s nothing I did. The phone was defective from the start. Sprint sold us a defective phone which is THEIR fault, yet I am the one who has to be penalized for it.
I’m sorry but we’re excellent customers. We’ve been with them for about 17 years. We pay our bill on time. We have four phones with them. We pay insurance on all of the phones. My daughter is the only one who broke her phone but we NEVER used the insurance. She just dealt with the crack until it was time for a new phone.
Sprint sells us a defective phone and they can’t just go in the backroom and get me a replacement phone? Why? I would really love to know their logic. I’m pretty sure the store can live without one iPhone 4S for a week. I’m sure they have plenty in the backroom.
I have a husband who commutes to work. I have kids in school. I NEED my phone in case I need to reach them or vice versa. We don’t have a landline. Without my phone school cannot reach me. Without my phone I cannot reach out to doctor’s or anything else I might need.
To make matters worse I drive a 96′ Mazda. My car is only good for local traveling. If my car breaks down how am I to call AAA for help?
I don’t care about the social media stuff. I can live without Facebook and Twitter. I do need my e-mails. Not only in case I need to reply to something important but also because I get notifications every time there is a charge/purchase on our debit cards. What if someone steals our debit card information? They can run up a lot of charges and I won’t know about it until it’s too late.
I simply cannot understand why we pay insurance and they simply cannot just give me a new phone from their stock – or – charge the actual FedEx/UPS overnight rate (which would NOT be $200 for a small phone).
To say I am disappointed and angry is an understatement. It’s their fault, not mine. I was sold a defective phone.
We are going to have to rethink our contract with Sprint. We’re going to have to check out what the other services offer as far as plans are concerned. I would rather pay a little more each month and have excellent customer service then pay for nothing, which is what we’re getting now.
Shame on you Sprint. This is not way to treat a loyal customer.
UPDATE: I tried speaking with Sprint customer service via chat. I was talking with Diane W. (most likely not her real name). She told me she would escalate the problem and help me. Then suddenly she can’t see my messages. Funny, I saw her messages AND my messages just fine. I think it’s just bull and that she didn’t want to help me so she pretended not to see me. She would post messages asking if I was still there and I would reply several times and she would pretend I wasn’t there.
Strike two Sprint.
Kimberly
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