Sprint #1 How Hard Can It Be To Hook Up My Damn Phone?
Re: the SPRINT complete sense plan
I'm contacting you regarding a complaint against Sprint Complete Sense. I
am located in New York, NY.
In May of 2004 I signed up for Sprint PCS and the landline service, Complete Sense, for my local and
long distance calls. I was assured by the Sprint employee at their Manhattan 86th Street address that
Sprint was able to provide me with the same quality local service as Verizon, my previous local phone
provider of 8 years.
In June, I moved two blocks to a new apartment, and on June 10 I scheduled an appointment with Sprint to activate my phone at my new location. On June 14 a technician arrived, worked for some time, and said he'd be back on June 15 to complete the activation. On June 15 I received a voicemail message from Sprint Customer Care informing me that my account would not be activated until June 29 due to some cabling issues.
Despite several calls from Sprint giving me different completion dates for this work (June 21, June 28,
tomorrow) numerous representatives told me that June 29 was the drop-dead date to have my phone running. On June 29 I was informed that now July 5 was the drop-dead date to have my phone running, but there was no guarantee and it might be even later.
During this time, having no phone and no fax and no email, I was forced to conduct all of my business (I work freelance) over my cell phone (a Sprint cell phone, no less). I have gone over my minutes,
obviously, to the tune of over $356 (not including $14 in processing charges when paying to have my cell phone turned back on). I have never gone over my minutes before, and only did so because Sprint has left me with no choice but to conduct all my personal and professional business on my cell phone, something I do not normally do.
I have never experienced this kind of poor service with any other phone company. Sprint representatives have rarely offered me any kind of solid information during this process, and although I have a Sprint rep in the Escalations Department who's working on this problem, it takes me between 20 and 40 minutes to reach her every time I call due to the fact that she has no direct line. In four days (since June 29) she has been unable to come up with any solid information regarding my service, nor has she been able to tell me how Sprint will compensate me for this huge disruption.
Sprint will never be able to repay me for my lost time and lost work during this period. The least they can do is pick up the cell phone charges I have incurred with them, and credit that money to my account. It is grossly unethical that one arm of Sprint (Complete Sense) has turned off my service due to technical issues, and another arm of Sprint (Sprint PCS) is making a profit off of this lack of service.
I have never been so disappointed and let down and frustrated by a phone company before.