My name is Kathleen Merlin and let me start by saying I’ve been a customer of yours for over ** years. I have never had the problems I’ve been having with sprint until the past year or so. I have so many note of hours and hours on the phone getting a script read to me. I feel I know more than some or a lot of people I’ve talked to at customer service. First let me ask how long should it take to get a replacement phone or iPad? I would have to guess not hours upon hours. My last issues I needed a replacement iPhone took me *-* hours on the phone. Before that was a mini iPad that broke month after I got and was stuck paying for it till I recently got iPad **.*. Now my iPad screen broke and need a replacement well I’ve spent itleast *-* hours and still have yet to order a replacement. It seems the screens on iPhone and iPad are higher I keep having screen breaking issues and keep spending more and more money. I’m so disapointed that after being a loyal customer for over ** years I feel like I keep getting the short end of the stick. As I said customer service just reads a script and don’t listen even supervisors( not even sure what kind of a supervisor)** I called on ********* to say my iPad screen broke for no reason. I was p***ed from person to person and given wrong information over and over like wrong phone numbers for asurion and was on phone for over * hours to get no were. All it did was aggravate me and I got no closer to a solution. So I tried to Live with a broken screen because it was easier than dealing with customer service. *On April **, **** I said ill just pay the $*** deductible and get a replacement, I wasn’t happy that I pay $**. A month and still have a deductible I am on disability and have a very low income so I have to borrow money that I can’t pay back to get a replacement iPad I just got * months ago. I didn’t drop step on or anything for screen to break I was told to being to sprint or apple but as I said I don’t have a vehicle. I walked over a movie to Staples to print affidavit for Asurion then can’t download to them, again got the run around, spoke to over * different people who just kept repeating wrong information ( I shouldn’t know more than your customer service)**I have worked doing customer service and would never treat customers the way I’ve been treated or just p***ed off ( seems no one wants to do the minimum job requirement) I would like to think after ** years with your company I’d get itleast the minimum Customer service? I don’t want to switch providers but I said when I replaced my iPhone last year and got the runaround I wasn’t doing this anymore. It truely seems it doesn’t matter if I’ve been a customer for a month year or ** years I’m still getting horrible customer service and paying a lot. I pay about $*** a month now and had another line up untilll a few years ago and * lines back then was about $*** a month. figure I’ve had you for ** years and at the bare minimum ***. A month for ** years that’s $**,***.** and I knowthis is a very very low estimate. What have I gotten for all that not nearly what I’ve paid in monthly bills deductibles and replacement equipment. I don’t even make half of $**,***.** a year. As I said I’m on disability and can’t afford any extras but it keeps happening. I’m either stuck with broken equipment or have to try to borrow money to just get a replacement. I know a lot of companies offer unlimited for $** a month and I’ve never ever pa*** that a month with you I feel I’m just paying so much for something I could get elsewhere for a fraction of what I’m paying. Why is it so hard to talk to someone in your company that actually cares and doesn’t just say thank you for being a loyal customer. There can’t be that many customers that have had you as long as I and I’ve never not paid my sprint bill.**Please any ***istance would be appricated, I would only like to feel the smallest bit appricated for being such a long loyal customer. Why do you have nothing to let long time loyal customers feel appricated. To even have a number to call with a issue and not get the run around or be able to answer my own sprint question better than customer service. I’m sorry if you are not the right person to contact in regards to this but I’m really at the end of my rope and want to give Sprint an opportunity to right the wrongs done to me. I have probably about ** hand written pages of hours and hours of sprint issues the past * issues have taken more than ** hours itleast of my time. I’d like to stay with your company and was even thinking of getting another line and phone but after this last issue with still no resolution I don’t know what to do.**Thank you in advance for any ***istance you can give me**Sincerely Yours,* Kathleen Merlin*Cell* ***-***-******P.S.*Any more information please don’t hesitate to call or email although I don’t check email often
I trust that Sprint Corporate Care will make this right and come up with a resolution that is fair.