|
|
 Is Network Engineering addressing my issue?
Posted Thu September 18, 2008 12:53 pm, by Russ S. written to Sprint Wireless
Write a Letter to this Company | Rate this Company
For the past 3 weeks I have been simply trying to activate my new phone - a reasonably simple task (I would think) for a cell phone company.
On August 28th, my cell phone broke. The next day I went to a sprint store to see if my phone could be fixed. Sure enough, it could not, so my only real option was to get a new phone. I knew which phone I wanted, so I simply told the clerk and began the purchase process. Once the clerk started to transfer my account from my old phone to my new phone the problems began...
After 4 HOURS of waiting in the store, the store manager informed me, that there is nothing he can do - when he tries to update my account he gets an internal error on their application, the error is cryptic, doesn't describe what to do, and he informs me that he must open a help ticket (ticket # 694432) with the engineers and it would be fixed in 3-5 days. So, in the mean time I'm given a temporary phone number, on a temporary account to use the phone in the mean time.
During the next week, I called tech support to get an update, but didn't get much more than a, "our technical team will contact you", which was frustrating, but this was at night, and over the weekend, so I figured I was talking to someone international who really didn't know anyway. After a week, I called during normal business hours, and expected it to be working by then. After 2 hours of having the tech support try to activate my phone, he informs me that the same error is still happening, and there's nothing he can do but open a help ticket. I told him about the prior help ticket, and he told me he doesn't even see any record of it. So another ticket is opened with network engineering to fix this problem on their internal application for phone activation and I was told 24-48 hours.
After 2 days, I tried tech support again same problem, same internal error on their application. It's unclear what happened to the last ticket, but a new ticket is opened (6987943).
Another 2 days go by, and this time I try the online chat support, thinking at least I can now have records of my interactions. Same problem again, ticket number: 7011898. During the chat, I was transferred to the floor manager, and was nicely given a credit for the last 2 weeks the phone was not activated on my original account.
I've now been in contact with sprint via their contact us email support - but each time I ask about ticket 7011898 I'm told that someone will call me, that's been going on for 4 days.
Today (9/18/08) I chatted again with sprint support, and was able to get a credit for the rebate of the phone (which had expired since I couldn't submit the rebate until my phone was activated on my regular account, which couldn't happen until the error was resolved) and a $35 credit for the service.
Bottom line: the managers have been good, once they see the ongoing issues that haven't been resolved, they credit me with what I've lost in the mean time. The real problem is with NETWORK ENGINEERING at sprint. Four tickets have been opened for them to fix this error, and it still has not been fixed, with no, real clarity of why not. This I don't understand. Hopefully now that I'm getting credit for the time that my service is not available, sprint will see that their network engineers need to fix their system. It simple can't be difficult for customers to activate a new phone if a cell phone company wants to survive and grow their value with investors and the public in general.
Please provide an adequate answer for ticket 7011898, continue to credit my account with the time I'm not able to activate my current account, and improve their support stream so that there is continuity between calls and chats (each time I had to re-explain the whole scenario)
 Reply
| Log In/Create an account | 1 comments |
|
|
| PlanetFeedback Comments are subject to strict terms and conditions. We reserve the right to deny site membership privileges to any individuals acting inappropriately. |
|
|
SHARED LETTERS 
del.icio.us
Digg this
