Loyal Customer = Increase of Bill and Lack of Customer Service??

Posted Thu February 9, 2012 11:31 am, by Christina S. written to Sprint Wireless

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I called Sprint because I noticed my bill had gone up $25, between a service credit falling off and new policy that disables discounts on other lines. Additionally, there is a clicking sound on conversations between Sprint customers (from cell to landline, and cell to cell- and not just my phone). After 3 hours worth of conversations with customer service reps and one manager, nothing was solved. One of the last reps I talked to offered me an $80 credit if I signed for another year (which still didn't make sense if I'm out $25 every month), or I could pay $95 to upgrade my phone (instead of cancelling each line at $100) thus saving me $5, but still not rectifying the $25/month. You could tell the rep was irritated with the conversation because I was not accepting his offers, as they were not really solving anything. I asked to talk to a manager and he then threatened that if I talk to a manager, than what he was offering me would "go out the window". The manager got on the phone and wasn't ablt to do anything as well. T-Mobile currently has their everything plan for 49.99, and I receive a discount through them too. Going to T-Mobile, would bring me to the price that I was at (and would save me money in the long run); but being with sprint for 8+ years I thought they might want to hold on to a loyal customer. I guess I was wrong. It seems like the customer service is definitely not what it used to be.

Save me my $25 a month and I'd definitely consider signing again (and doing the upgrade). Also, if a customer representative cannot handle a call without getting irrate because a customer does not accept his "offer", then maybe they should not be in customer service or should learn to let a manager handle the call instead of threatening the customer or showing irritation. I remained calm the entire call even though I didn't get what I wanted- he should have too.