Sprint Customer Service and Updates

Sprint’s Fumble of the HTC EVO 4G

WillieFDiazSF — Sat, 15 May 2010 03:46:29 +0000

Sprint recently announced the launch of the HTC EVO 4G – The World’s First 3G/4G Android Device, and America’s First 4G Mobile Phone. Matter of fact, it is also only the second 4G or WiMAX phone on the market in the world…

Sprint has been in a bit of a rut keeping current customers and gaining new ones, and this is the “flagship” phone that is their hope to change that. Additionally, Sprint also hopes to gain some new customers by having super-fast data on their 4G WiMAX network already LIVE in many markets.

Unfortunately, Sprint does not have a LIVE 4G network in San Francisco Bay Area, San Diego, Los Angeles, or even New York – some of the largest markets in the country for technology, mobile phones and chip manufacturing for the phones. So those who want this phone in all but 25 (mostly small) 4G markets will have to cope with their data coming from the existing EVDO 3G network.

While the phone is nicely priced at $199 with a new 2-year agreement, or eligible upgrade (after all mail-in-rebates and discounts are applied) and an Everything Data, Simply Everything or Business Advantage with Data plan is a great deal, its what Sprint requires as a little something extra as a “requirement” is a little “too much”.

Sprint has stated that the phone has not only an 8 megapixel back facing camera, but a 1.3 megapixel front facing camera for “video calling and streaming” (provided via Qik), but also a 1Ghz Snapdragon processor (making it one of the fastest phones on the market) and because of this they anticipate people will use more data, and stay online longer. Because of this, they have also “required” that a $10 surcharge called “Premium Data Add-On” be added to any and all plans with an HTC EVO.

Last time I checked, “Add-On” was never a requirement for any services, they were optional. Sprint themselves actually cemented themselves a decade ago by giving customers the options of having selected add-on’s that most other carriers were forcing on their customers at a higher cost. So right there Sprint contradicted its own words by saying something that is an “add-on” is now a “requirement” on top of a different “requirement” rate plan that already includes unlimited data.

Lets also not forget that because Sprint anticipates customers will use more data that they also anticipate people will be using the device more on 4G then on 3G, since the device is promoted to be a 4G device FIRST over a 3G device. I guess Sprint forgets that a phone and its processor do not make a 3G or 4G network faster then it already is, but makes the phone process its own applications to run more smoothly.

Most of the areas that Sprint will sell this phone however are in the 3G areas, and this charge still applies. The charge is unfair since Sprint can not justify, nor can the phone actually use any more 3G data then any other 3G phone on the market. So how is a $10 required “add-on” for “Premium Data” logical or fair? It isnt… Oh, and to make it even more unfair… Sprint is requiring this $10 “add-on” for as long as the phone is on your account as a monthly recurring fee. This is ON TOP of your normal rate plan that already includes unlimited data, and ON TOP of your purchase price of the phone ($199 with 2-Year Agreement, or $600 No-Contract Upgrade). This terminology for the $10 charge changes daily as well.

Sprint has tried to justify this $10 charge with complete ignorant reasons as follows below…

1. Premium Data Add-On (What if you dont live in a 4G area or want 4G?)

2. Phone has a “faster processor” (So what? My BMW is faster too does that mean the road has more wear on it?)

3. You will use more data… (Really? You can predict my future? Dionne Warwick is that you?)

4. Its a requirement to have the phone.. (I thought paying the price of the phone was the requirement to have the phone – Am I renting the phone?)

Sprint, you have further alienated your customers.

If you want to say its for the faster processor of the phone, then charge more for the phone.

If you want to say its for the richer data experience and statistics show that people will use 3G and 4G more, then only charge people who want the 4G enabled.

If you want to say its a monthly charge to have the phone, then rent out the phone, or offer the phone FREE on ALL PRICE PLANS since the $10 a month ($240 extra over 2 years) covers your rental fee.

If you want to be smart, and keep customers, you keep them happy and waive this charge until they have 4G in their area, and then move customers over to either “Everything Data 4G”, “Simply Everything 4G”, or “Business Advantage with Data 4G” plans that are $10 more per month….

or….

Offer to waive this charge for existing customers adding a new line of service or upgrading, and only charge the new subscribers this fee.

I mean its pretty simple….

I know I have made my decision already. I am leaving Sprint for the last time and heading to Big Red Verizon. Even though Verizon plans actually cost on average $30-$60 more then Sprint for the same thing, Verizon doesnt distinguish its Smartphones by the amount of data they can receive or anticipate to receive, nor does Verizon charge customers for anticipated 4G services that are not being delivered. Oh, and most of all, Verizon doesnt charge a “$10″ what I call “rental fee” to have the privilege of owning a phone over the course of their contract.

Sprint, you really are about to get hit with some big time churn rates next quarter.. I assure you. Good luck, God Speed – you were innovative until you decided to be a little too innovative on how to screw your loyal customers over.

Sprint Premier “Just Because” 2010

WillieFDiazSF — Mon, 28 Sep 2009 02:11:37 +0000

Dear Sprint,

Recently you asked members of the BuzzAboutWireless Member Panel what ideas we had for Sprint Premier “Just Because” Perks for 2010. While there are a lot of great responses and ideas, I had a few of my own I wanted to share publicly, and get feedback on for myself.

Below are the things Id like to see with Sprint. Please enjoy the list, as I had a lot of fun writing it all out in detail for you.

In my personal experience, and opinion most of what is in the Sprint Premier program is bogus, or not applicable to a majority of users. This is great, if you want to generate disloyalty. But to make current customers stay, and stay happy, you have to change a few things. Giving away everything left and right is nice, but in reality, sometimes we dont want everything, we just want what matters. Sometimes what matters is options and choices. Sometimes this doesnt apply to everyone, and to those it does, it shows how rewarding being a Sprint customer can be.

These things Sprint needs cancel/change that are currently in Sprint Premier:

Monthly Perks – I have yet to see a “monthly” perk offered to me, since month three. It was a ringtone, which was not good for my RIM device. I felt cheated, alienated, and like just because I spent more on a BlackBerry, I was worth less to Sprint.

Offer something nice like a $5.00 monthly credit for a month. 10 Overage Credits the next month. 1/2 Price Add-A-Line promotion the next.

Make these month perks something fun, exciting, and ever changing. Get people to want to get in on them, and use them.

Tony Award/Nascar/NFL promos - While there might be some rednecks (yes I said it), that may LOVE Nascar and NFL, and some overly dramatic college professors (like the one I used to have) who will kill their grandmother for tickets to a Tony Awards show, majority of users are not going to care if they win something they arent likely to be interested in any way.

Get rid of these, or offer these promotions to people who want it. Keep all customers opt-out unless they opt-in. Offer other customers something tailored to them. A Free Month of Music Downloads. Free Month of Movies OnDemand. Tickets to a local concert/sporting/musical show.

One Year Anniversary Perk – Its 25 Bonus Minutes or a Ringtone. Well since ringers dont apply to RIM or Windows Mobile devices, why do accounts with these devices get to choose between the two? It should be automatic for the minutes. The minutes should also be 25 Bonus Minutes for the duration of the contract (basically for the second 12 months of service), and renew each month, not disappear as you use them. After the 12 months is over, the minutes are gone.

Early Upgrade – $150 off is nice, but its the same price as a new customer. Usually there is an added $18 upgrade fee as well. If there is a special price on a phone, say $49.99 *only for new customers, existing customers $149.99 with upgrade credit*, why would I want to even stay, especially if I can go to another carrier and get something offered on Sprint for less cost with new contract.

Upgrade credit should be something to keep me. See below of what would keep me.

With New 2 Year Agreement (after 22 months of service) $100 off NEW CUSTOMER PRICE, With New 1 Year Agreement (after 22 months of service) $50 off NEW CUSTOMER PRICE, Early Upgrade Price $100/$150 Off FULL RETAIL PRICE (after 12/18 months of service, NO ADDITIONAL DISCOUNTS/EXTENSION OF CONTRACT) Since most phones are over $300 at Sprint, getting $150 is a lot, but the phone price is still MORE then new customer, and the existing customer gets a new phone, doesnt extend a contract, and is more likely to stay. I did this with T-Mobile, and stayed an extra 3.5 years!

Early upgrades for additional lines in share plans should be offered HALF the price listed above, while primary should receive the full benefit.

25% off Discount – This is AWESOME so KEEP THIS. I never use it, but its nice to know I have it. It needs to be computerized however, and automatic. I lost my coupon card, and dont feel like carrying a piece of paper with me when I go to a store. Lets integrate this with the register when they ask your phone number for the transaction, it will discount it automatically.

First To Know – As a premier customer I EXPECT to be the first to know of new services, products, and devices, rate plan changes, new coverage areas before other customers. Sprint promotes this to current Premier members, however I found that I usually find out AFTER its been released, or in a very LATE mailer.. Im premier? I dont feel like it.

Why not release information 2 weeks to a month prior specific to Premier Customers, and offer them to get new plans or services at a discount for being an early adopter? Like a beta test, trial and error.

Device PreOrders – Premier customers should have the ability to pre-order a device. Enough said on that!

Things Sprint needs to consider doing for Premier customers :

Billing Device Purchase – Premier customers also should have the ability to have new upgraded devices added to bills in full, or offer Premier 2 Year customers “Pay As You Go” option for monthly payment on phone. Phone can not be returned if customer decides after 30 days they do not like phone If phone is returned, they are not able to use “Pay As You Go” again for 1 Year. If exchanged, same current policy applies. Customer will pay remaining phone price balance instead of “ETF” if phone price balance exceeds the Prorate ETF at time of termination.

No Deposits/Activation/Upgrade Fees – Premier Customers who want to change from Individual to Share plans should have a deposit (if required) waived for their second and so on so forth lines of service, after remaining a customer for 1 Year. Activation on added lines of service should not be charged activation fees. Upgrades to existing service lines should be waived “upgrade” fees.

Pick 3/Pick 5 – Automatically offered after 1 Year service to Premier Customers on Everything Data Individual and Share (Pick 3/Pick 5 per line) plans. ED 450 – Pick 3, and ED 900 – Pick 5.

Premier Customer Service – I know what Account Relations (retention) can do, and I know what powers Executive and Regulatory Services have. This is the kind of customer service I expect as a premier customer. Can we get a dedicated line to call that doesnt use minutes, or something?

Things Sprint should do for everyone :

Bank Minutes/Add Bucket – Adding Minutes per bucket $5.00 per 100 minutes, $15.00 per 500 and $25 per 1000 Anytime (can be applied retroactively in lieu of overage). – OR OFFER BELOW

Bank Minutes from your plan for ONE month, allow minutes banked up to rate plan amount to roll over each month. If you have 300 minutes left of a 450 minute plan at the end of the month then those 300 roll over for the next month to be used AFTER the plan minutes are used. Next month end if you save 400 of the 450, then you have 400 minutes, but no longer have the 300 from the month before. Unlike AT&T which banks up to 12 rolling months, this is only banking 1 month, urging people to use them or lose them, but giving slight buffer.

Monthly Rate Plans – Offer the same Everything Messaging/Everything Data plans, on a month to month basis to those who have an existing Sprint device, or want to purchase one at full retail.

Offer them a service discount credit of $5.00-$10.00 per month if they sign a 1 year agreement with the same existing device.

Rate plan price must be paid for 2 full months of service, plus any prorate charges in advance before service can begin. If canceled before service used for second month, no credit will be given. If service upgraded to 1 year agreement with existing device, credit for remaining months will be applied and the discount credit will also apply.

And lastly… Ive said it before and again… TRAIN CUSTOMER SERVICE REPS, GIVE THEM AUTHORIZATION TO MAKE CHANGES, CREDITS, ADJUSTMENTS. Train them to stop taking customers for granted, and to stop giving “No” “I can’t” “We don’t” ” We can’t”, and as my manager says to me at work.. “THERE ARE NO PROBLEMS ONLY SOLUTIONS”

Make Sprint Solutions happen!

Deceptive Billing?

WillieFDiazSF — Thu, 24 Sep 2009 13:31:58 +0000

Hey everyone,

It seems everytime I praise Sprint in one way, they find yet another way to completely fill me with indignation. This time is no different, yet another billing error in Sprint’s favor.

Just 2 weeks ago, I noticed a $0.20 charge on my bill for “International Text Message”. I very specifically know NOT to send any international texts, since Sprint rapes people with the charge. I know that if I sent ONE, it begets one or more back. Of course every other carrier charges the incoming as regular, pulls from your plan, while some dont charge it at all. Not Sprint, oh no, they charge you the same $0.20 for incoming international text…While my phone is in the USA! Its not like Im roaming, and getting texts internationally. Charging for this incoming text (which I dont always know would be international) is akin to charging the receiving party of a phone call, international long distance rates just so they can answer the phone. If this is how Sprint wants to play games, then Im gonna play back, but Ill win.

I go online to eCare and contact Sprint, and ask them to give me the information regarding the message. Time, date, location the message was sent. Sprint claims that some customer privacy issue law, they can not release this information.

First, I AM THE CUSTOMER. Im asking, and I shouldnt be barred, regardless of the law since it is my account Im inquiring about.

Second, I was told I did send the message in question. Yet without proof, Im still, innocent until proven guilty. If you cant show a legit charge, then Im not going to pay.

Lastly, after being told it would be credited, and informing them I would seek action with Account Relations, Sprint still has yet to credit that charge.

What is going on Sprint? Are you trying to find new ways of nickle and dimeing customers for the new plans you have out? Are you trying to alienate the one single customer that will contact you daily, and complain about even a penny added to his bill? Its not the amount, its the principal of it, and my way of saying “GET YOUR BILLING PRACTICES AND POLICIES IN ORDER!” There is no reason a person should have to pay an international fee for anything incoming, but further more if a customer is forced to, then they should be able to identify the charge clearly and without arguement for some privacy law.

I have filed a complaint with the California Public Utilities Commission which I personally think is higher up then the Better Buisness Bureau in regards to getting things done! I am tired of having this back and forth with Sprint, and thier customer service in stores, online, on phone…I am tired of dealing with Sprint saying one thing, then never doing it…I am tired of Sprint deceptively billing people different tax amounts per month when their bill stays the same rate each month. I still dont understand this. How the hell does the taxes change every single month, when my rate plan and add-ons have not changed, nor have I used overage. Please Sprint, explain this to me.

I am about to move to a Share Plan so a friend of mine can join my account and get an HTC Hero. But with all this stupid crap thats going on, I fail to see why I should give another dime to Sprint. I guess there is a reason T-Mobile customers are the most happy with the customer service they receive. I know why too, cause I was a T-Mobile customer for 5.5 years, and all problems are resolved immediately and without doubt, assumption, or question. I also know that Verizon has some of the best billing practices (regardless of rate plans) and that makes people happy too.

Sprint – GET ON THE BALL, STOP DROPPING FALSE CHARGES INTO PEOPLES ACCOUNTS!

Radio Show Tonight 6PM Pacific

WillieFDiazSF — Sun, 20 Sep 2009 15:02:19 +0000

Hey Everyone,

It has been quite some time since I did a radio show, but tonight is the night for love…Wireless love that is!

Wanna know what is all the buzz about Sprint making a comeback?

What is Any Mobile, Anytime?

T-Mobile now has a faster 3G network then AT&T?

WiMAX 4G goes Global?

Whats the hottest Google Android phone on the market?

What is the difference between LTE and WiMAX?

LISTEN TONIGHT AT 6PM PACIFIC AND FIND OUT!

http://www.blogtalkradio.com/progressingcalifornia/2009/09/21/A-Revolution-In-Wireless

Sprint Any Mobile, Anytime vs. AT&T Unity

WillieFDiazSF — Thu, 10 Sep 2009 15:08:00 +0000

Hey everyone,

So… after a tiny bit of fanfare, and Sprint teasing Sprint Premier customers with emails mentioning a “..wireless revolution..” yesterday, we wake up to find the new Sprint Any Mobile, Anytime Everything Data plans.

A quick run down on how this all works is below.

Sprint has been pushing the boundaries of calling and data since its inception of the Simply Everything and Everything Data plans. These plans offer unlimited data and unlimited mobile to mobile (between Sprint, Boost, and Nextel) as well as unlimited text/video/picture/sound messaging. Additionally some plans also offer unlimited voice minutes.

What does this mean with the new Any Mobile, Anytime? It means that “mobile to mobile”, once a perk to be on the same wireless network as all your friends and family is no longer a perk. With Sprint, it means simply that all your calls to any wireless phone, regardless of time of day or even carrier are now included. With over 240 MILLION mobile numbers in the USA, this means that 79% of the population of the USA has a phone that can be called for free!

There are a few catches to the new plans, so let me explain them.

1. Any Mobile, Anytime is ONLY available on “Everything Data” plans. This is a minute bucket of 450 or 900 minutes (for landline calling) on “Individual” plans, or 1500 or 3000 minutes (for landline calling) on “Share” plans. Select business plans will have this plan at a later date

2. Current subscribers can switch to this plan without a contract extension. Current subscribers of an “Everything Data” plan will see this new feature added to their account after their next bill cycle begins.

3. Calls to mobiles are ONLY in the USA and Puerto Rico and must be DIRECTLY DIALED. You can not call a mobile via voicemail to be rated as Any Mobile call.

4. Any Mobile, Anytime calls do not apply while roaming off the Sprint PCS or Nextel National network.

So, some of you are thinking that this will create competition with Sprint and other carriers. It will. You might also be thinking, all the people you know are on a mobile phone and you never call a landline anymore. It’s true. You might also be thinking that this all isnt that innovative at all and sounds strangely similar to AT&T Unity, a plan that offers unlimited wireless and landline calls on AT&T. You are sort of correct, and yet very wrong.

AT&T Unity IS unlimited calling to landlines and wireless phones, but the catches are listed below…

1. AT&T Unity is ONLY for calls between a wireless phone and other AT&T landlines or wireless phones.

2. Unity must be activated on a combined billing. Meaning you already have to have both AT&T for wireless as well as a landline.

3. While Unity covers more than 300 MILLION numbers, it is only within one company, that doesnt serve multiple service areas of the USA.

There you have it. Take your pick of your plan…

Sprint is pushing the wireless revolution forward with making plans like Alltel My Circle, Verizon Friends and Family, AT&T A-List, and T-Mobile MyFaves – calling plans that offer unlimited calls between 5 and 10 of your favorite numbers – obsolete. I mean, is any other carrier (other than already totally unlimited regional covered carriers like MetroPCS and Cricket) offering FREE calls to ANY WIRELESS? Nope!

Enjoy

SprintTV Most (un)Watched for MJ Memorial

WillieFDiazSF — Wed, 08 Jul 2009 01:30:52 +0000

Today was a big day in the history of the world and television.

Michael Jackson, the proclaimed “King of Pop” was given a worldwide broadcast memorial service this morning following his unexpected, shocking, and emotional death in late June.

It has already been stated as one of the biggest and most watched events to ever take place… surpassing the Apollo Moon Landing, Elvis Presley’s funeral, the news of John Lennon’s death, the space shuttle Challenger disaster, the fall of the Berlin Wall and end of communism, and possibly even the funeral of Lady Diana; Princess of Wales. There still is only one event that Michael Jackson may or may not have overshadowed in television history, and that is the terrorist attacks on the World Trade Center and Pentagon in 2001, which were watched around the world as well.

SprintTV had set up a dedicated channel LIVE and UNCUT from Staples Center in Los Angeles, California for the memorial. Many people who were away from TV’s turned to cnn.com for the live stream of the service, and their mobile phones while on the go… Unfortunately, for many of us who use Sprint (like myself) we found ourselves loving Sprint one moment and hating them the next when the stream went from broadcasting to continually stalling and finally cutting off to never regain a connection.

Living in the digital age as we do, I would expect the occasional sputter of the network and channel, but I would also expect that one of the most watched events in history to also be broadcast, or to not have taken place on a mobile phone at all.

Sprint has been contacted about this issue, and while no official statement or credits have gone out to customers who attempted to watch (like me), some Sprint reps have contacted me personally to apologize for the mishap with the events that lead to the interruption of the memorial on our phones. This does not relieve them of responsibility to fix the problem, but it is a start that they are aware of the problem, and hopefully they will fix their network enough in those areas where it went down in the anticipation of another major event that might need to be broadcast.

I am also very disappointed Sprint has deleted CNN from their LIVE TV broadcast on SprintTV, and left users with FOX NEWS and ABC NEWS as the only news outlets, neither of which cater to my political views.

Please contact Sprint and ask them to fix their network and offer the channels we want and need for news, and current events.

Welcome to Sprint Scoop!

WillieFDiazSF — Tue, 07 Jul 2009 23:19:17 +0000

Welcome to Sprint Scoop!

This blog is dedicated to those who have had fantastic and horrible customer service with Sprint-Nextel.

I wanted a healthy place to expose some of the lies they have told me, inconveniences they put me through, but also a place that I could praise them for the good they have done in my account. While the good and bad might be disporportionate, its totally up to Sprint how they do business, and ultimately up to their policies and practices that will reflect how many GOOD or how many BAD entries are on this site. I just report what Ive seen and experienced, and will report faithfully.

Visitors are encouraged to submit their own experiences for review and posting as well. Hopefully this will get Sprint to listen more to their customers and stop treating us like we arent valued.

Keep visiting and bookmark this page!