More Disconnection from Sprint

by Marianne Richmond on March 9, 2007

I can’t help myself….I had to post this.

                                          

Yesterday, for the second month in a row I went to the Sprint website to pay my bill and signed into my account with my password. No problem. I then entered my payment information and was asked to re-enter my password. When I did, it informed me that my password was incorrect.

I tried several more times just because I really wanted it to work and even though the same thing had happened before it still didn’t make any sense. So, I finally gave up and wrote an email asing for help. A day later with only the auto response, I called the dreaded *2.

I explained the situation. I ignored the fact that the person seemed to be in another country and was not speaking exactly the same that I was….I said to myself, I am just going to get through this.

So, she agreed to take my payment over the phone and then told me that to correct the web problem I would have to get transferred to, gulp, tech support.  I said that I had the same problem before and wasn’t at all interested in a direct  trip to Sprint hell so if they wanted to correct the problem for me, without my presence that would be fine. I hung up.

Then, later the same day and much to my surprise I got an email from Sprint informing me that they had indeed fixed the problem for me.  Here is the email:

Dear Marianne,

Thank you for contacting Sprint together with Nextel.  I will be happy to assist you regarding online payment.

I apologize for the difficulties while using our online payment system. 

I have reviewed your account and corrected the issue.  You can begin making online payments immediately.

Sprint values your business and we thank you for your patience while correcting this matter. 
Thank you for contacting us.  Have a nice day!

Adam H
E-Care

Sprint together with Nextel
“Where our customers come
first!”

I didn’t check to see if it was fixed….next month would be soon enough.

Then tonight, another Sprint email arrives. In this one, they apoloize for the 24 hours it has taken them to response and then inform me that they can’t find a problem and in order to correct the non problem problem I will in fact have to talk to tech support after all.  Here is the other one:


Thank you for contacting Sprint together with Nextel, my name is Jason and I will be happy to assist you today.

I have noticed that you initially contacted us about this issue over 24 hours ago.  On behalf of Sprint, I sincerely apologize for the delay in responding to you.

I have researched your account and have found that you were speaking with a representative regarding this issue.  In order to have this issue resolved you would need to speak with our technical department as I am not showing any problems with your account regarding this issue.

Please feel free to respond to this e-mail if you have further questions or account needs.  I would be happy to continue assisting you. 

Thank you for contacting Sprint Together with Nextel. Have a great day!

Jason B.
E-Care
Sprint together with Nextel
“Where our customers come first!”

So, really Sprint…is it fixed or not? Do I have to speak to technical support or can you just fix the fact that I use my passport to get into my account and then you need me to re-enter it to pay my bill. I don’t exactly get that…and then it tells me that that very same passport is incorrect.

Hmmmmm, well apparently Adam H is correct. Thew proble can be fixed without me. And Jason is incorrect,  I don’t need to speak to tech support; but Jason gets a few points for apologizing for the length of time it took to respond; even though he was wrong about that, too.

Thanks for listening Sprint! I will look forward to seeing you slink into my site meter without saying a word…..

I have a new T-Mobile account and a new Blackberry Pearl. Since Sprint wouldn’t let me out of my contract or let me buy a new phone from them without extending my contract, I continue to use my Sprint phone….cracked screen, missing atenae; it is a not-shining example of broken windows.


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