My life with sprint.**This starts around June **th, ****.**First went into sprint to se...

GetHuman-kirkbatm's customer service issue with Sprint Corporate Care from October 2018

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Help with my Sprint Corporate Care issue
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The issue in GetHuman-kirkbatm's own words
My life with sprint.**This starts around June **th, ****.**First went into sprint to see what they could offer. They said we they could (port) over my phone and my wife would upgrade hers and we would also get another line. We decided to switch and got a Samsung for my wife. I did not have my phone with me at the time. The salesperson said just come on back and then we could port mine over. We went back and then when the salesperson saw my phone he said the he couldn’t port it over. Mine was a good phone I didn’t really want to spend the money to upgrade it. Well he sold us on sprint and how good they were, so we decided to buy my phone from sprint also. We bought the phones and when we were on the way home as my wife was talking to someone, we pulled down our driveway we lost coverage. We go back to the store and he says hummm, well maybe if we switch to apple phones you might get better coverage and he also stated to try wi-fi calling. He said that also there was a booster available if that didn’t work out. Our wi-fi is century link and is only ** mbs at most. So, we upgraded to the apple phones and got slightly better coverage. I went in to the store and they talked of different devices they have available to boost coverage. Its been a couple of months since this started but I kept getting a runaround on what boosters were available and the store said there was a new one coming out that was supposed to be better, but it wasn’t out yet. I even supposedly had a district manger call me and he said the same thing. What I find interesting is that they kept talking about an AIRRAVE, why didn’t they mention this magic box that has been out since ****. Since we had so many missed calls we paid the money to upgrade our wi-fi to see if that would help. It did but only slightly, so now we pay extra for wifi that didn’t help much with our cell phone coverage. About * weeks ago (early – mid September ****) we went into the store again with the intention of paying the $****.** to get out of the contract but that person said basically the same thing about a new booster coming out in a few weeks. I went into the store again * days ago ( Oct. **th ****) and talked to the same person who sold me the phones and he seemed surprised about a (new booster) coming out and said just contact you directly and you would provide the booster. Also most of the time when we have contacted sprint we get the same old story of a tower being down in our area. My wife and I are getting tired of this. I am sure I have missed writing some things down as we have contacted Sprint other times also. **The following are copies of chats I have had with sprint. *Jessica: Hi, I'm a Sprint sales specialist. Would you like any help today?*You: Yes please. I just became a sprint customer today and would like to have the airave delivered to my house. The coverage isnt the best.*Jessica: Please hold, we will be with you shortly.*Jessica: Thank you for your patience.*Jessica: Please hold, we will be with you soon – did you know Sprint's Unlimited Freedom Plan provides unlimited talk, text, *G LTE data, and more, for a low cost and massive value!*Jessica: Thank you for waiting.*You: I just became a sprint customer today and would like to have the airave delivered to my house. The coverage isnt the best.*Jessica: A chat specialist will be with you shortly – did you know that Sprint provides optimized streaming for videos, games, and music! For pretty much any other data services, you still have unlimited *G LTE data included in the plan!*Jessica: Thank you for your interest in Sprint and being a new customer to Sprint!*Jessica: To better assist you today, please allow me to ask you a few questions.*Jessica: May I ask if the new Sprint devices are already shipped at your address and not getting good coverage?*You: We did everything at the store and have the phones at home. They seem to have * to * bars or none for coverage*Jessica: Alright.*You: And right now my phone says ROME*You: whoops roam*Jessica: May I have your area ZIP code to check coverage in your area?*You: ******Jessica: Thank you, one moment please while I locate that information for you.*Jessica: You can follow along, or check your coverage in more detail by visitingSprint.com*Coverage.*Jessica: Thank you for waiting.*Jessica: As per our coverage map, there is best voice and *G LTE data coverage in your area.*You: maybe for the zipcode but not my particular address*Jessica: I will need to connect you to the Technical Support Team which will help with your coverage related issue. First, I will connect you to the Customer Care team which will again connect you to the Technical team.*Jessica: They will check the best available option for you regarding the coverage issue.*You: cant you just ship the airave*Jessica: The Airave device is not available online. Only the Technical Support Team will help you with signal booster device after checking the coverage issue or you can visit a nearby Sprint store to get a signal booster device.*You: The store told me that all i had to do was contact customer service ane that you would send one*Jessica: Yes, that is where I am connecting you.*Jessica: I am not from the Customer Care team. I am from Online Sales team.*You: ok thanks*Jessica: Thank you, I am going to connect you now.*Jessica: Just a heads up, the process to connect you may take a short while, as this is one of our busiest times. Thank you very much for your patience.*You: thanks for the heads up*Jessica has left the chat *You are being transferred, please hold...*Jessica: Thank you for waiting. We’ll be with you soon.*Jessica: We apologize for the delay. Thank you for your patience.*Jessica: We apologize for the delay. Thank you for your patience.*Jessica: We apologize for the delay. Thank you for your patience.*Jessica: We apologize for the delay. Thank you for your patience.*Agent Salena C. enters chat*Salena C.: Alright. I am right here to help you with that!*You: Hello, I would like to have the airave shipped to my house please.*Salena C.: Sure.*Salena C.: I wish I could help you in that since I am from the Billing department I cannot make the changes on your account.*Salena C.: To better assist you with your AIRAVE questions, please contact our dedicated AIRAVE group at (***) ***-****.*You: the last person i was chatting with sent me to you knowing that i was asking for and airave*They sent me to billing???*Salena C.: I am really sorry for that however airave is handle by our special team. I can help you with all your Billing concern and I will be happy to do that for you.*You: why did she transfer me to you*Salena C.: There might be miscommunication, that she transfered you. What I can I do for you to help you?*You: is airave group available by chat. What i would like is to get the airave shipped to my house.*Salena C.: Once you will call them they will mail the airave booster on your mailing address.*Salena C.: They would love to assist you.*You: Are they available now?*Salena C.: Their hours of operations are : Monday-Friday, * a.m.-* p.m.*You: So, I have already had dropped calls and now i cant even contact them until monday which them delays the airave even longer.*Salena C.: I completely understand that, however I am unable to make it from my end.*You: Is there a supervisor available?*Salena C.: Yes, let me connect you with them.*Salena C. has left the chat *You are being transferred, please hold...*Agent Scarlett K. enters chat*Scarlett K.: Hi my name is Scarlett, one of the supervisors with Sprint.*Scarlett K.: How are you doing today?*You: Its turning into a very frustrating day with sprint*You: Can you see what my previous chat?*Scarlett K.: Yes I am actually going through that.*Scarlett K.: Please bear with me.*You: Thanks*Scarlett K.: Seems like you are looking for airave to boost your network. Am I correct?*You: Yes*Scarlett K.: I can definitely understand your concern, but I am afraid to tell you that I am not the right person who can help you with that.*Scarlett K.: We have a dedicated team that can help you with that.*You: connect me to them please*Scarlett K.: However as you have mentioned that you have network issues.*Scarlett K.: I can provide you with a one time courtesy adjustment on the account.*Scarlett K.: But to better assist you with your AIRAVE questions, please contact our dedicated AIRAVE group at (***) ***-****.*You: I am not sure what you mean by an adjustment to the account? If i have dropped calls that doesnt help, and if the group isnt avaliable until monday then i go the weekend and longer wtih the possiblity of more dropped calls*Scarlett K.: James, I am actually looking at your account details here I can see that your account is current, I am still providing you with a one time courtesy adjustment on the account for $** that should be reflecting to your next month's bill.*Scarlett K.: Will that be alright?*Scarlett K.: I understand that we do not have airave team available as of now, and if there was any other way to have that provided to you, trust me I would have been the most happiest person to give it to you.*Scarlett K.: Or the other option is that you can try ordering online.*Scarlett K.: https:**www.sprint.com*en*support*solutions*device*airave-support-center.html*Scarlett K.: Here is the link*You: We only started today. This hasnt been the best process. I told the agent at the store that we were concerned about coverage and he said it would be now problem with the airave. He also said that we could port our phones over, well when i showed up with my phone he said he could not do it as the phone was to old, so we went ahead and upgraded to * s*pluses. I am temped to cancel and go back to verizon*Scarlett K.: I am extremely sorry for such a start, and trust me had I been at your place I would have been equally upset.*You: We just contact the store that sold us the contract and he said a corporate store might have one, can you see if there is a local store that has one.*Scarlett K.: Store is again a good option the do have airave available with them. But honestly we would not be able to check which store would have one available.*Scarlett K.: I can do this.*Scarlett K.: I can help you with contact details of few stores near you and you try to contact them.*Scarlett K.: That is again a possibility.*You: Also with the link you sent I dont see how to order it online. It has me put in my address and says i qualify but i dont see and order option*Scarlett K.: May be because the department is close. See let me tell you this even if we try to place the order for you today it takes *-* days for it to get delivered. I would suggest you that we can wait until Monday I can raise this as a request from my end. And you can call them on monday. We will provide it to you as soon as possible.*Scarlett K.: Does this sound good to you?*You: I think i will try to call corporate stores tomorrow however if they dont have one is there a way i can contact you or someone else directly without having to go through all of this again?*Scarlett K.: Yes, here is what we can do I can have this escalated for you and our secondary team would contact you within ** hrs regarding this over the phone.*Scarlett K.: Is that okay?*You: Thanks Scarlett, I will still try to contact a store tomorrow to see if they have one, however have them call me in case i cant get it. Thanks for the help, hopefully it goes better tomorrow.*Scarlett K.: Its absolutely fine. I am glad that I was able to give you a resolution.*Scarlett K.: Or I am just feeling that way?*Scarlett K.: :)*Scarlett K.: I am just kidding.*Scarlett K.: Sorry*Scarlett K.: But yeah I truly understand how you must be feeing.*You: I know your trying, but no resolution yet. Its ok i know its tough being customer service. have a good night.*Scarlett K.: You too.*Scarlett K.: Is there anything else I can assist you with today?*You: no thanks*Scarlett K.: Thank you for choosing Sprint, bringing you the fastest LTE downloads of all national carriers.*Scarlett K.: Thank you for being a valued customer of Sprint, where we provide the fastest LTE downloads of all national carriers!*Scarlett K.: You'll receive a transcript of our chat within a couple of hours at the email address you provided for this chat session or your sprint.com email address if you signed in prior to chatting. You also have ****, free access to manage your account at Sprint.com*MySprint from your favorite devices.****I then drive to a store to see if they have one I can pick up. He tells me that they are no longer producing it and that there will be something better coming out soon. Well who knows when that might happen so I go back to the store that sold us on Sprint and he says that maybe you get better coverage with Apple**visitingsprint.com*visitingsprint.com** *Hi, James While you’re waiting for help check out https:**Community.Sprint.com to search for answers. **Remember, never enter your personal info (credit card, ssn etc.) here, If we need it, we will provide instructions on what to do at that time.*James*This chat started app **** Oct ** *****Sprint: We received your information and will connect you with a Chat Specialist soon*Sprint: Please hold, we will be with you shortly.*Sprint: While you wait, we’ll provide time-saving tips on managing your Sprint account and services.*Sprint: To check or manage your order please visit: www.sprint.com*ordersupport.*Sprint: While you wait. Search for answers and ask questions at sprint.com*community.*Jeniffer A.: Hi, I'm happy to help you today.*Jeniffer A.: Hi, Good Afternoon*Jeniffer A.: How can I help you today?*You: I lose coverage as soon as i come down my driveway, i need a magic box and the store said you could provide it*Jeniffer A.: I am sorry to hear that you lose coverage no worries I can go ahead and check it for you and let me see what I can do*Jeniffer A.: Please give me a moment to access your account information.*You: ok*Jeniffer A.: Thank you.*Jeniffer A.: May I Please have your *-** digit PIN or the answer to your security question First pet's name? so that I can access your account?*You: brutus*You: thats the pet name*Jeniffer A.: Thanks.*Jeniffer A.: There you go I was able to access your account.*Jeniffer A.: Will you please verify me your location*You: ***** ne ***nd st vancouver wa*Jeniffer A.: Thank you.*Jeniffer A.: May I please have the zip code?*You: ******Jeniffer A.: Thank you.*Jeniffer A.: Thank you for waiting.*Jeniffer A.: I do apologized for the long hold please bare with*Jeniffer A.: me*You: no problem*Jeniffer A.: Upon checking here on your account that the location you provided is not available on your area for the magic box*You: i have had nothing but problems!!!! with sprint. If you look at my account you can see that we switched to different phones because the store said we would bet better coverage with the apple., we still lose coverage. i have contacted sprint several times trying to get things resolved*Jeniffer A.: Let me go ahead and check other options and let me see what I can do*Jeniffer A.: I'm sorry for the inconvenience. I’ll help find a solution for you as quickly as possible.*Jeniffer A.: I will do my best to get this situation resolved to your satisfaction.*You: i just tried to call sprint from here at my house and the call would not go through*Jeniffer A.: I do apologized for the inconvenience*Jeniffer A.: I understand how the situation can be frustrating.*You: i havent even begun to tell you the whole story*Jeniffer A.: Do you have the phone with you?*You: yes*Jeniffer A.: Lets go ahead and perform basic troubleshooting on the phone*Jeniffer A.: Will you please power off hte phone*You: it works most of the time, so troubleshooting isnt probably going to work*Jeniffer A.: I understand*Jeniffer A.: What I can do for you is I'll go ahead and ask assistance to our Technical Expert*You: WE need coverage how do i get it*You: its not the phones its coverage, this happens with all our phones*Jeniffer A.: I am sorry to hear that you doesn't have coverage on all of your phones*Jeniffer A.: What I can do is to consult to our Technical Expert for further assistance*You: just send a magic box*Jeniffer A.: I do apologized for the inconvenience checking here that magic box is not available on your area*You: then i am going to end up paying $****.** to leave sprint*Jeniffer A.: Let me go ahead and check other options for you*Jeniffer A.: Thank you for your patience, I will have the information shortly.*You: First went into sprint to see what they could offer. They said we they could (port) over my phone and my wife would upgrade hers and we would also get another line. We decided to switch and got a Samsung for my wife and then he said he couldn’t port mine over. Well he sold us on sprint and how good they were so we decided to buy my phone from sprint also. We bought the phones and as my wife was talking to someone as we pulled down our driveway we lost coverage. We go back to the store and he s*Jeniffer A.: I can tell you’re understandably upset. I assure you that I will do everything I can to help you today.*You: We go back to the store and he says hummm, well maybe if we switch to apple phones you might get better coverage and he also stated to try wi fi calling. He said the also the was a booster available it that didn’t work out. Our wifi is century link and is only ** mbs at most. So we upgraded to the apple phones and got slightly better coverage. I went in to the store and they talked of different devices they have to boost coverage. Its been a couple of months since this started but I kept getti*You: I kept getting a runaround on what boosters were available and the store said there was a new one coming out that was supposed to be good but it wasn’t out yet. I even supposedly had a district manger call me and he said the same thing. About * weeks ago we went into the store again with the intention of paying the $****.** to get out of the contract but that person person said basically the same thing about a new booster coming out in a few weeks. I went into the store again * days ago and ta*You: and talked to the same person who sold me the phones and he said just contact you directly and you would provide the booster. Also most of the time when we have contacted sprint we get the same old story of a tower being down in our area. My wife and I are getting really tired of this. I am sure I have missed writing some things down.*Jeniffer A.: I am sorry for the inconvenience*Jeniffer A.: I want the issue to be resolve today ,What I can do for you is to ask assistance to our Technical Expert*You: unless the coverage can get increased today this wont be resolved today*Jeniffer A.: I understand*You: im sorry that you have to bear the brunt of this i know your doing what you can. Can you see in the past record the times i have contacted sprint on th isissue*Jeniffer A.: Yes I understand I also checked here the previous notes with the same issue*Jeniffer A.: Please stay connected let me ask assistance to our Technical Expert*Jeniffer A.: Would that be fine?*You: what funny is supposedly this magic box has been around already but everyone kept saying they were out of stock or there was a new solution coming out*You: how many times have we contacted you prior to this*Jeniffer A.: I'm sorry to hear you are experiencing this*Jeniffer A.: All we can do is to ask assistance to our technical support they can go ahead and check if they can give coverage on your area*You: technical isnt going to help, let me have a supervispr*You: we have contacted technical and thats where we got the story of a tower being down... its been down for months now?*Jeniffer A.: One moment please*Jeniffer A.: Let me go ahead and bump this chat to my Superior please stay connected*You: thanks*Jeniffer A.: You're welcome.*Jeniffer A. has transferred the chat. Please hold...*Agent Aletsky T. enters chat*Aletsky T.: Good e...

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Sprint Corporate Care

Customer service issue
Reported by GetHuman-kirkbatm
Oct 31st, 2018 - 2 years ago
Not resolved
Seen by 8 customers so far
Similar issue to 1211 others
0 customers following this

Timeline

GetHuman-kirkbatm started working on this issue
Oct 31st, 2018 3:16pm