This is a rant like any other. I don’t expect that anything will change due to this but I am just overwhelmingly disappointed with my cellular service and maybe, just maybe, someone will read this and not make the same mistake I have made when choosing cellular providers.
S0, back in June we HAD to switch cellular providers. Our provider, US Cellular was no longer going to service our area. We had no choice. It was time to find a new provider. US Cellular recommended Sprint to us in several communications saying that they would give us great deals on our phones (mine was only a few months old) and that their plans were comparable to what we already had. They had rebates for new service and would treat us well, we were told.
I will say that the experience of getting our phones was a painless one. Sprint customer service in the store was great. The workers were knowledgeable about the transfer process and we walked out happy. We did have to have a credit check that I was not told about during a previous visit but that was expected and okay. I was able to live with that.
We got a notice in the mail after a few weeks saying our bill would be $5 more a month than expected. Why? Well apparently that credit check told them we were not in the best standing (which we expected due to the recent past) and they wanted more from us. I wasn’t happy. We weren’t told anything about this at the time of getting service and now it was just a done deal. We had phones in hand and it was just laid on us that our bill would be higher. That was problem number one.
Problem number two came a few weeks later when we found that the “discount” we were being given wasn’t even the right amount. You see, you get a discount for different things with Sprint, whether a credit union account or a business deal. Mike’s employer (amazingly) offered a discount to its employees and we filled out all the necessary paperwork. It was supposed to be a done deal. We never did receive the full discount they told us we would. Not only that, but they took Mike’s “proof” and now we have to gather documentation again (that he can’t readily get) and turn it in. I think this is not our responsibility but they aren’t willing to figure out what happened to the last discount form. That is problem number two.
If you are trying to keep up, Sprint has now added money to our bill and is now not removing a 10% discount that we did everything we were supposed to do to receive. Our bill is adding up!
Now I will tell you about the biggest problem, problem number three. Our service is horrible. HORRIBLE! We both have smartphones, me for blog work and such and he for his driving. It was cheaper for us both to have them with the way Sprint’s plans were. Okay, fine. Unfortunately, our service is slow as molasses. Even at their worst (and it got bad at the end) our service with US Cellular was never like this. My phone will say “4G” for service and it won’t even load a page. I can wait literally minutes for my email to “send” only to be told that it failed due to non-service. Not only that, but in an area that supposedly has service everywhere, I spend a great deal of time “roaming”, which on Sprint means it moves slower. Moving slower than it already does is not good.
We have been to the stores and talked to customer service online. We have updated our phones as suggested. We have done all the little hacks that they have to make things pair up with towers better. It has done nothing. My service still is horrible. What does Sprint say? Oh, let’s see…
- They are upgrading their towers
- They are changing over towers
- As soon as the changeover from US Cellular is complete it will be great (I have been informed that it has happened and, believe me, service is not “great”)
- They are working on it
Well, let me tell you, if they are working on it for the past 3 months, I have very little hope that things will get better. To make matters worse, we are pretty much stuck at this point. To get out of a contract will be a lot of money. To stay isn’t much better though because we are paying a lot for a service that isn’t working. The only thing that does work like it should is my voice services. So, I guess I could have a cheap non-smart phone and all would be right. But, I don’t. I have a smartphone; a smartphone that at this point is pretty useless unless I happen to fall into a “sweet spot” and don’t move. Those sweet spots are few and far between and this arrangement is not conducive to my lifestyle.
I don’t know what to do. Like I said, Sprint has all but blown us off on our concerns, from the discount expected to the service provided. They apparently could care less that people pay for a service that doesn’t live up to what it promises. If I am remembering correctly, the Sprint motto is “Sprint, moving forward”. I would strongly disagree with this. The only moving I am doing is to try to find an area with service to send all my failed attempts due to “no connection”.
So to summarize, my bill is significantly more than I was originally told for service that is considerably worse than I was promised.
If this helps you when choosing your cellular provider, I am glad. I really had not set out to put Sprint down. I gave them several chances to make this right and change my opinion on their business practices. But, I want others to know what they are getting into if they choose to go with Sprint. Also, if you don’t believe me, check out the “posts from others” section on Sprint’s Facebook page. I am certainly not alone in this. If you have any suggestions for us, I would greatly appreciate it. We certainly don’t have money to be throwing away each month, which is basically all we do.
Joee says
I agree. I live in Chicago as well. Switched from US Cellular to Sprint and I feel cheated. I was with US Cellular for 10 years and had great service and customer service. My service with Sprint is terrible. I have to stand next to a window at my house to even talk on the phone and the worst part is I have spent hours with customer service trying to get my $100 port in credit and $50 service credit. I have finally given up and resolved to switch providers as soon as my contract is over. I even used to use Clear for my internet and when Sprint bought them out I promptly changed internet providers. I will pay more money elsewhere in the future not to feel cheated by a company who baits and switches.
Anne Younger says
Stefany,
I’m sorry you are having problems with Sprint. We’ve been with them for over a decade and the only time I ever have problems is when there is a home Packer game which is to be expected since we live neat Lambeau Field.
I hope you get things taken care of and can resolve the issues you are having.
Good luck!
Stefany says
Thanks Anne! I hope so too because I feel like we throw away money (we don’t have) every month. 🙁 I don’t expect them to do anything though. I just needed to get this out because I stew over it daily.
Maria Iemma says
I must admit that I disagree with you. I’ve had Sprint for over 7 years and the service has been fantastic. The techs at the stores do a wonderful job too. Very good customer service. Lets agree to disagree.
Stefany says
Absolutely Maria. Maybe it is a regional thing, I don’t know. I do know that there are hundreds of angry folks on Facebook and the service here is nothing to brag about. That said, I am glad you are happy with your service with Sprint!