Friday morning I got out of bed at 2:00 am to order an iPhone 4S on Sprint. *For 90 straight minutes I tried on my PC and my iPad. *5 times I had gotten through to the point of logging in to pay for my purchase on Apple's site only to have their servers fail and have to start over. *Finally, I managed to get through on Sprint's site and when I got ready to submit the order our address was wrong. *I updated the address (which I had given to Sprint before), and submitted the order. *Failure, the bank thinks it might be fraud and blocks the charge.
I call the bank and chew on them a few minutes (since they did the same thing in June when I bought an iPad2). *Double checking that the updated address is still on the screen, I submit the order and finally it's accepted. *Sweet, I can print my order and go back to bed.
Oh crap! *The printed order says the phones are still going to the wrong address. *At the point I can't sleep, but can't also cannot find a way to fix it online nor talk to anyone at Sprint for two more *hours.
One minute after the support lines open I am talking to a sweet young lady named Samantha. *She assures me she will get the addressed changed and call me back when the warehouse opens to verify it's done. *Eight hours later still no call.
At this point the fun begins. *I spent over 5 hours straight talking to fourteen different people and spending lots of time on hold with Sprint. *I was disconnected on at least 30 calls before I even talked to someone. *All but the final call I made (involving 3 of the reps), were disconnected after many holds, transfers and waiting without any sort of resolution. *Every rep took a call back number in case we were disconnected, but not a single one ever called back. *The final call isn't even a sure resolution.
The only the Sprint will do for me is TRY to cancel my order. *The last reprentative put in the request, but told me they can't even guarantee it will work. *Not one of the 14 people I talked to can be resourceful enough to figure out how to get the address on an order changed when their system screwed it up in the first place.
Now I'm boiling. *In the best case they actually get the order cancelled and since pre order allotment is gone, I get to wait in line at a store or wait for more online stock. *What a reward for over eight hours of work already. *If the order doesn't cancel, some lucky people at our old address get our new phones, probably some personal info about us, and we're locked into 2 more years with our old phones (dead OS's) since Sprint has already updated our contract dates on top of being out over $600.
Up until now, I've loved Sprint. *However, I'm thinking a dumb phone on our old regional carrier is looking a lot better. *It would be really hard after 7-8 years with a smart phone, but at least they pretended to care about a customer.
I call the bank and chew on them a few minutes (since they did the same thing in June when I bought an iPad2). *Double checking that the updated address is still on the screen, I submit the order and finally it's accepted. *Sweet, I can print my order and go back to bed.
Oh crap! *The printed order says the phones are still going to the wrong address. *At the point I can't sleep, but can't also cannot find a way to fix it online nor talk to anyone at Sprint for two more *hours.
One minute after the support lines open I am talking to a sweet young lady named Samantha. *She assures me she will get the addressed changed and call me back when the warehouse opens to verify it's done. *Eight hours later still no call.
At this point the fun begins. *I spent over 5 hours straight talking to fourteen different people and spending lots of time on hold with Sprint. *I was disconnected on at least 30 calls before I even talked to someone. *All but the final call I made (involving 3 of the reps), were disconnected after many holds, transfers and waiting without any sort of resolution. *Every rep took a call back number in case we were disconnected, but not a single one ever called back. *The final call isn't even a sure resolution.
The only the Sprint will do for me is TRY to cancel my order. *The last reprentative put in the request, but told me they can't even guarantee it will work. *Not one of the 14 people I talked to can be resourceful enough to figure out how to get the address on an order changed when their system screwed it up in the first place.
Now I'm boiling. *In the best case they actually get the order cancelled and since pre order allotment is gone, I get to wait in line at a store or wait for more online stock. *What a reward for over eight hours of work already. *If the order doesn't cancel, some lucky people at our old address get our new phones, probably some personal info about us, and we're locked into 2 more years with our old phones (dead OS's) since Sprint has already updated our contract dates on top of being out over $600.
Up until now, I've loved Sprint. *However, I'm thinking a dumb phone on our old regional carrier is looking a lot better. *It would be really hard after 7-8 years with a smart phone, but at least they pretended to care about a customer.