evil shall be blogged..

I am really annoyed at Sprint, again. At least I wasn't today until after 2 hrs of wasted time getting thru to them to try to return a phone. The third time I was ask what my phone number was - I wasn't happy and basically said I'll file a complaint and have a good day.

The story starts end of July when I saw an site pointing to Sprint Employee Referral Program. The deals was too good to be passed up, as I don't have a contract for ages... and needs a new phone.. really (my poor old phone).

July 29 - Went thru the website and ordered a phone. Very excited. It offered me to transfer my phone number over - I was fine w/ that. No problems. At least no problems the online site can see.

Then... everything went downhills from there...

It took me 3 calls to Sprint (each with a bit of wait time from 10~20 minutes) to finally figure out where my phone was, and it finally arrived on Aug 7. Still not too bad. I wasn't annoyed - not till when I checked my account and noticed I have two phone lines. Two phone lines!! why would I want that ? maybe someone does but not me.

*about 2 hrs wasted - 3 reps*

I called immediately back to Sprint with the new phone to sort that out. After being on hold, and got transferred over... I got to someone who seems to know what is going on and explained to me b/c how I ordered it. She suggested a solution that needed basically another phone line so she can call me back with instructions. Unfortunately, nope, can't do. She leave notes on my account and said to call back and someone can help me sort it out.

*about 1 hrs wasted - total 3 wasted hrs. - 5 reps total*

Next day ( Aug 8 )was pretty bad. Besides the waiting time that's about 20 minutes... I was first routed to a lady who said she knows what is going on.. but when she started to fix it, she said - oh I can't do that.. I need to transfer you to someone who can do that on both lines. Hold . transfer again .. ACK. I was so tired of repeating myself .. at least the rep over the phone said - oh let me pull your info up. Luckily the instructions are there. But - she can't do a thing.. she said what the person previously said can't be done. OK. Fine. I'll cancel the new thing I signed up.

The rep said she'll send me a return form. Good.
Sometimes I think Sprint has some people who are really good and helpful but they are just getting screwed by the corporate policies. Like now.

* about 2 more hrs wasted - total 5 hrs wasted - 8 reps total*

The night isn't finished yet... as I got home, I discovered that I can't use my old phone!! I check my account, and noticed that I got a completely different phone listed as my phone. I called back immediately with the new phone, more wait time - finally got to someone who gave me instructions on how to program my old phone.... at least she knew what she was doing.

She ended the call with - would I like to renew my contract. Nope. Not a chance. In fact it will be bye Sprint soon.

*more time wasted - ~6 hr - 9 reps*

So its back to normal now...... right......
I got a "return package " that consists of a sheet of paper including instructions on how to contact a rep to ensure i am eligible to return my phone. Some process. Fine.

Today 8/14 - was when I finally had some time to call Sprint to see how I can return that phone. I just want my phone returned!! don't they want their stuff back??

The saga starts 6:26 pm .
6:26 pm: rep #1 picks up the phone, was surprised that I was there (this was like within 15 secs of me calling the number that someone picked up)
- rep #1 was confused about which phone I want to return.
(apparently the new phone is no longer listed in my account )
- rep #1 understood.. and attempts to find my number + account into
- in between - many mini holds (1~5 minutes) to longer holds (~10 minutes)
- rep #1 comes back and asks me to repeat my information.
- rep #1 then tells me that she can't seem to find and asks for my SSN
- me #1 - refuses
- rep #1 puts me on hold and when return said she really can't find the phone... asks me for SSN.
- me - refuses.
- that goes on for a while.. till she said - I can't really help you at this moment
- I gave up - and said - ok. here it is. (totally bad idea and don't try this at home! )
- rep #1 puts me on hold again and then got back to me and tells me that she needs to transfer me to someone who can give me a package slip.

7:10 pm - Got routed to rep #2 - picks up.
- this rep was really giggly. She asked me for my account number and really wasn't paying much attention at all... and I was pretty pissed at that point. Determined to get thru this, I just waited..
- rep #2 puts me on mute (without telling me but I know) - probably to get herself un-giggly.
- rep #2 gets back to me and asks for my passcode to my account.
- me - gives passcode
- rep #2 said - ok. I need to put you on hold and bring someone to help me with this.

7:26 pm - put on hold. Again.
8:00 pm - hold music changed.
8:16 pm - After on hold all these time... I thought - ok - that's finally over... NOPE.
- rep #3 - Hello , can I have your account number please?
- me - ranted about how I started at 6:26pm, and no info got transfered.
- me - let rep #3 know that I'll be filing a complaint with BBB - and thank him.

* 2 measurable hrs wasted- total 8 hrs wasted - 11 reps.
Lesson learn: Sprint is evil , and deals that are too good to be true probably are not good deals.*

Nothing resolved. Maybe I should just bring this phone to Sprint store and see if they'll take it back. Take it back Sprint!! Good bye 4 years of being a customer.

Now that's some bad customer service. And that's a full day of time I wasted.