Sprint Customer Service

In my opinion, customer service numbers are so ridiculously skewed because of the method of data collection used by companies these days.  I do not know how many times I call to get service to an item and the company ask if I will take a survey afterwards.  I almost always say no.  Even so, it seems that the representative that helps me feels that they need to explain to me that I may get a call for a survey to ask how my service was and they ask if they were able to fix my issue.  With some issues, it is apparent whether or not the problem has been resolved.  For instance, if I have cable and I do not see a picture.  I call the cable company and they get my picture restored.  I can then claim my issue is resolved, as long as this issue is not recurring where the picture continues to go out after a certain time period or something.

Now, here is my experience with Sprint!

I have been having issues with placing/receiving calls and internet sporadically for the last few weeks.  I called a couple of weeks ago and asked them to look into it.  they asked me to pull out my battery and restart my phone.  It fixed the issue.

That lasted for a day.  So, I was able to take out my battery and restart the phone every now and then to make it work when I needed to hoping Sprint would do something to fix an issue on their side if there was one.  All of the time I was doing this, i was collecting data of what I would see in order to help troubleshoot the issue.  Since this is how I fix software on my side and how we have fixed issues with other carriers, it seemed to make sense to me.  

So, after I could not take it anymore, I called Sprint back about 2 weeks later.  they walked me through the same steps as before and I had the same resolution.  Now, here is where the customer service part comes in.  they asked me, "Did we resolve your issue?"  I had to answer, "I don't know."  I mean the phone worked at that point, but that is not what I was trying to resolve.  I wanted it to continue working without it going out.  Since I did not answer that it did resolve my issue, this got me into a whole new queue at Sprint.

Now, they had people call me a couple of times a day to see if the issue was fixed.  They would call me and basically walk through the same steps as before.  then, they would ask me if they had resolved my issue.  I would have to answer the same thing.  "I don't know".  that would just result in me getting put back into the queue to get another callback that would walk me through the same steps.  

So, what finally set me off was when I called them because my phone acted a little different.  It still had the same symptoms, but I received a different error message.  I wanted to give them this new information.  I called in to see if they could help me.  The lady was nice and all, but when I asked her what she did, she said that she did something a little different and it would now work.  I wanted to get the difference so I would know what steps had been taken in order to avoid more issues and maybe to move on to better troubleshooting since they had wasted so much of my time.  She began to get a little upset that i was questioning her and what she did.  The, I could her manager whose name is Craig yelling saying that you fixed his issue.  his phone works.  you need to move on.  Don't waste anymore time on that call.  I asked her to put him on the phone.

I spoke to him for a few minutes.  He really did not want to speak to me.  He felt as though since I could use my phone my issue was resolved and I should move on.  Some not so kind words were exchanged.  I then spoke with a person for keeping customers.  Today, I am going in to get a new phone and I am reporting Craig to the main office.