Call was approximately 1 hour & 5 Minutes,
I called back @ 6:15 PM Waited another 7 minutes or so to get back in.
(Male associate answered)
Informed him of the phone number problem and he indicated he would
get it corrected. He initiated the change on the wrong phone.
When I ask him to correct it, he couldn’t, when ask for a supervisor
he stated he didn’t have one available.
When ask to speak with a tech, he indicated the customers were not
allowed to speak directly with the tech.
He indicated I would have to take the phone to a tech repair center
to fix his screw up.
He also stated that the phone number xx54 had been reserved and it
would be available.
Very rude. I am “god” attitude.
I threatened a law suit and billing for the time lost, and damages, and suggested I should call the Corporation commission. Then hung up.
Call ended at approximately 7:10 p.m.
2:50 pm
Called Sprint PCS 888-211-4727
Log on using – xxx-xxx-xx80
Old xxx-xxx-xx54 Incorrectly changed to xxx-xxx-xx80
Linda’s number xxx-xxx-xx64 is the one that should have been changed.
Case ID number Submitted at 3PM. 206480 production number
Started second call at 2:50 p.m. Saturday 4-9-2005
Associate could not resolve the problem. I ask to speak with a tech directly.
Now on hold. Actual tech on line at 3:15
Tech refused to correct the problem because number had not been properly reserved as promised on the call on Friday. Time lost over 2 hours.
Tech informed me it would be at least 8 hours. (@ 3:25) .
At 3:27 Tech started looking into the problem with the 218 number
on second line.
Found it was assigned to the wrong service area, (This I knew last
night) it was supposed to be fixed on Friday but it was screwed up.
Stated
problem could not be fixed until the old phone number had actually been
released. It’s my number give it back. Problem makes no sense.
3:33 Placed on hold.
Tech stated “he wanted to get this done properly, So please hold the
line and I will be right back”.
Have been on the phone 45 minutes at this point.
Back on line at 3:43 with Rikka (sprint customer care program). Tech Call her to help.
Rikka agreed she could correct the problem, She disconnected the line
at 3:50 exactly 1 hour after call started.
She indicated she would make the corrections and changes and call me
back at our home number xxx-xxx-xx93
I have 3 hours invested in getting this problem solved. Suggest billing
the company at $40.00 per hour Will still have to argue with the recent
bill of over $100.00 dollars that they automatically pulled.
RIKKA called back at 4:13 pm
Said she had some good news and bad news.
Confirmed Ticket no. 206480, Request for the number to be returned.
Will have to call back tomorrow to get the numbers changed back to there
proper orientation.
She Indicated the extra charges were due to overages and an activation
fee.
She stated she will credit back charges of $15.60 Cents for overages.
I told her I didn’t remember any activation fee. And that there shouldn’t
have been one. I believe I was told there wasn’t one.
She stated that if I had been told there was no fee that she would credit
it back. She Credited back activation charge. Total credit $51.60 Includes
$36.00 activation fee and 15.60 overages.
RIKKA, very pleasant.
Very informative.
Located in Florida call center.
Also informed Rikka about problem with voice mail notification problems.
4:30 back on hold while she finds out why the credits are not showing
up in the system.
4:32 back on line. Still trying to figure out why the credits are not
showing up.
Offered to call me back and not be on hold. I choose to be on hold.
Back on hold at 4:33
4:36 back on line.
Current balance = $15.74 after adjustments this will be the next bill.
Rikka works 2 pm until 10 pm.
4:40 Rikka put in note “customer contacting corporate about problems”
Also indicated in notes that if your rude to Mr. Worley he will hang
up on you”.
Call ended @ 4:41 pm
NOTE: Very impressed with Rikka, She indicated she would call back on
Monday to see if the problem was resolved.
Apparently can’t understand notes.
I Indicated the Sanyo phone needed to be changed first.
Stephanie indicated the system was not showing the xx54 number had been reserved.
She would have to put me on hold and call over to that department and find out what was going on.
6:43 on hold,
6:50 still on hold.
6:55 still on hold.
6:57 Stephanie is back and saying they are still experiencing
difficulties getting the number back. new ticket no. 2484323 It’s
not that the request was not made. Apparently it was. But some one is having
difficulty actually getting the number back. So they assigned a new ticket
number.
I indicated my problem with this and thanked her.
She indicated I would have to call back Monday afternoon
to fix the problem .
She wanted to know if there was anything else we should do.
We started the Number change on the second line. But I changed my mind,
At least right now I do have a working phone. Even if it’s on the wrong number.
We ended the call at 7:00 pm
Will wait and see what Monday brings.
Unfortunately I was waiting on call from attorney and the only number
he had was the xx54 number.
My suggestion is: DO NOT do business with Sprint, And if you do... Change companies.
There customer services sucks, and you can't talk to an actual tech. Probably because it all farmed out to India.
I did have the forethought to record several conversations, I plan to eventually charge them for my time. Nothing but Bullshit from the customer associates who apparently can't get their own systems to work. Heaven help them and us when they combine with Nextel and start screwing up their system..