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Monday, June 26

Phone update

I emailed Sprint customer service last week, detailing the experience I described in this post. I included my contact information, including my work phone number. This morning I received the following response:

Dear Jen,

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

To assist you in an effective manner, we require certain additional information for which we need to personally talk to you. We have a dedicated group of customer specialists, who work on resolving concerns such as yours.

Therefore, I request you to contact us at 1-888-211-4727. When prompted to enter your PCS Phone Number, enter any of your 10 digit home or work phone number. When you hear our virtual representative, give the verbal command 'Representative' or 'Specialist'. Your call will be directed to one of our specialists who would be glad to assist you.

Thank you for emailing us.

Ricky F
Sprint together with Nextel
"Where our customers come first!"

Refer someone to Sprint and get $25.
Visit for details.

So basically, they still want me to jump through hoops and wait on hold in order to talk to someone about this problem (again). Since I have already made up my mind to switch, and my contract is up... I probably won't be wasting my time.

But my main concern and reason to contact Sprint was not in reference to the coverage problem. The issue that concerns me is that their store reps either (1) aren't trained well enough to know what the he** they are talking about or (2) don't mind lying to their customers to move their products and services.

The other thing that irritates me about the email is at the beginning he states that he would be "happy to assist" but offers no direct assistance and just gives directions to call the queue. In comparison when I need support or service from BendBroadband (our local cable provider) if I receive an email from a rep it includes their direct contact information, including their email address and phone extension. (Which has only happened when they have tried to call and can't get in touch with me directly.)

(end rant)

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