More Disconnect from Sprint

by Marianne Richmond on January 3, 2007

I have written about my ongoing issues with Sprint in the past…as one of them is still ongoing and I was trying to decide if I should just forget it and pay the bill or go through the pain of trying to resolve it with customer service. I have recently signed up with T-Mobile and am just waiting for my Sprint contract to expire. Their customer service and tech support are so far the opposite of Sprint’s….helpful, nice, informative, willing to solve the problem and try to prevent a problem.

As I pondered, the bill became overdue and they sent me a text message informing me that I needed to pay to avoid disconnection; so, I sighed and hit *2. The world’s most annoying labyrinth of a customer service system (oh, I know they are ALL annoying) answered and I just couldn’t go through it. I hung up, decided to just pay the bill, and went to their website.

I signed in with phone number and my password and clicked on pay bill. After filling out all the routing number, account numbers and so on I clicked, "pay bill". Then I was asked to re-enter my SprintPcs password. I did so. Up pops an error message, telling me my password was incorrect. I tried again. Same thing. Since I was already "inside," I knew the password was correct. I went to the online "contact us" form, typed in my issue and clicked on sent."

As I waited for a response, another text message arrived warning me about interruption of service. I texted back: "Can’t sign in with password." I decided to send another email from my own email account versus their "contact us" form just to be sure. Since it has been my experience that they don’t actually read the emails and respond to a keyword, which means they don’t actually answer your question until you have emailed them 3-4 times and are ready to SCREAM, I sent them an easy to follow request:

Please read this before you give me your usual "I didn’t read your question " answer:

  1.  YOU LAME WEB SITE WON’T LET ME SIGN IN AT THE PAY BILL STEP.
  2.  IT LETS ME SIGN IN WITH MY PASSWORD INITIALLY
  3. THEN WHEN IT ASKS FOR THE PASSWORD BEFORE TAKING PAYMENT, SAYS THAT THE SAME PASSWORD IS INVALID…

That was yesterday. Today I received an email telling me that they couldn’t help me unless I provided them with my Sprint PCS phone number, my email address and my mailing address via a reply to their email. OR, I could go to their website and

You can also submit your account information online by following these steps:

1) Log on to http://www.sprint.com, select ‘My Sprint Wireless’ in the Manage accounts drop down.
2) Enter your PCS Phone Number in the User Name section and account password in the Password section and click "Sign On".
3. Click on "Contact Us" icon at the bottom of the page.
4. Click on "Email Us" hyperlink under the heading "Send an Email".

So, I can either email you my email address or go to your messed up web site and use the "contact us" form one more time. No thanks. At the recent WOMMA Summit, a question in a session that included the words "wasn’t as bad as Sprint’s customer service" elicited laughter from the audience.

Hello Sprint? Here are some clues: Net Promoter, Pete Blackshaw, Keller Fay, Church of the Customer, HBS Working Knowledge, Peter Kim( and)

Follow up: So, after I wrote this post, I tried once more to pay the bill and when I re-entered my password, the payment went through. For a second, I had the fleeting thought that perhaps Sprint had received my email and fixed the problem. But, a few minutes ago I received an email from them saying they really wanted to help and to follow the steps to re-set my forgotten password. Thus my theory that they would not read even the 3 easy numbered points in my email but provide an answer that was not my problem was proven. Well, at least they are predictable.

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