Sprint-Nextel Corporate Office & Headquarters

I have had nothing but a horrendous time getting Sprint to take care of two separate issues on two different Sprint phones. 1. I have been having an issue with my HTC EVO that I purchased the day it came out. On Aug 14th I went to the Sprint store in Rancho Cucamonga, CA (Sprint Store #184) because my EVO had screen separation (there was dust under the top left corner of the screen and light leakage at the bottom of the phone). I have insurance on the phone . They told me to contact HTC as this is not a Sprint issue (this is a hardware defect and HTC and Sprint are selling defective phones). I contact HTC and they want me to send them my phone (it will be a 2-4 week turn around), this is not an option because this is my main business phone and I need my E-Mails throughout the day. Well I contacted Sprint on Aug 16th and was told I would be shipped a Refurb'd EVO. I asked for a new unit as I knew the refurb would have issues. Well I received the refurb'd unit on Aug 18th and sure enough it has screen separation and light leakage as well. I call Sprint back and explain the issue to three different individuals (the first two hung up on me instead of dealing with the issue). The 3rd person (Ann) was actually very helpful. The 2nd individual told me to contact Asurion and pay a deductible to get a new phone. This is Highly Unacceptable. I as the customer was sold a defective device and was instructed by Sprint that I should pay for another unit (not going to happen). Ann actually called Asurion and had Sprint pay the deductible (I am still awaiting for the EVO from Asurion). The story gets better. I was told by Ann that I had to send the original phone back to Asurion (because they are sending me a new unit) and to take the refurb'd unit to my nearest Sprint Corporate store to turn it into them (She was told to do this by Advanced Exchange). Well I take that refurb'd unit to the Sprint store in Rancho Cucamonga, CA and they would not take the phone. I had to call Sprint back to get a shipping label and I had to goto the Post Office to mail back the refurb'd defective unit:( 2. It gets better. I had to go back to the Sprint store in Rancho Cucamonga, CA AGAIN (Store #184) on Aug 22nd because my wife's Palm Pre is acting up (the volume button does not work), this will be the 4th time her Pre has been returned for another unit because of a defect. I pick up the phone today Aug 25th, get home and guess what, issues with this phone as well. Cannot hear phone calls (only thru external speaker) as the internal speaker does not work. Called Sprint AGAIN and was told by Advanced Exchange to take the phone back to the same horrible Sprint store (Store #184) and get a new phone as this Pre is now considered a lemon. I go back to the store and get nothing but grief. They said that it's only been exchanged 2x in the last 6 months and they don't care what Advanced Exchange says, they won't exchange the phone and will only give me the same phone (This is the 5th time I have exchanged this phone since June 09)Of course I leave this store with no new phone and a phone that does not work. I have been to that Sprint Store 4x in the last 6 days (Aug 20-25) ( it's a 30 mile round trip drive and a waste of my gas, time and money all for nothing). I then proceed to contact Sprint and was on the phone for the next 2 hours with no resolve whatsoever! I spoke to 4 different individuals (1 who was very rude and very argumentative). At this point I will never step into another Sprint store as they are inept and rude. I have asked that my wife's Pre be replaced by the Epic 4G (this is the least Sprint can do for a 11 year customer who has got nothing but the run around for the last 2 weeks) on two Defective Phones that Sprint has sold me. I will NOT pay my bill until this issue is resolved. My wife does not have a working phone and I will NOT pay for service on a defective phone. If this is the way I am going to be treated I will find another carrier who wants my business (not only my business but I have many people in my family who are on Sprint as well, and since I am the tech guy for the family they will follow me to wherever Telecom company I go to). If Sprint is in the business of losing loyal paying customers, then so be it. I stuck it thru when Sprint's customer service was Atrocious and people were leaving in a Mass Exodus and this is how Sprint rewards their long standing customers. What a shame. All I ask is that the Pre be replaced with an Epic 4G (I am even willing to pay $100 for the phone as my wife has an upgrade due on her phone and I think Sprint should put in the other amount for ALL my time, money and gas spent going back and forth to the Sprint store at the request of Sprint customer care). As I said, I will never step foot in another Sprint store (Especially the Rancho Cucamonga, CA Store #184) because of the horrible customer service I have received.

I have been with sprint for three plus years. My service is terrible. There is no longer a Sprint store in my area and i am constantly having problems with my service (continous dropped calls) and phones not working. I do know that there are too many other companies out here to keep Sprint and the stress of dealing with customer service reps. Please try to look into this and correct the problem when customers like me call, instead of brushing us off

SPRINT IS A HORRIBLE PHONE COMPANY. sTAY AWAY FROM THEM. THEY'RE CONSTANTLY ADDING NEW CHARGES TO YOUR BILL. IF YOU HAPPEN TO NOTICE IT, THEY TELL YOU TOO BAD YOU HAVE TO PAY IT ANYWAY.

My husband purchased a Blackberry from your store in Danbury , CT on Newtown Road. He had it programmed with a sim card because he was going to Ireland. He is now in Ireland and his phone does not work. I called your store in Danbury and left several messages ans no one has returned my call. Your customer service was also useless in helping me. I was to get instructions from the Danbury store since they were the ones who set up the phone and email them to him to correct the problem. He is now there with no phone. I plan to file a complaint with Consumer Protection when he returns. We definitely will return the Blackberry. Have you read any of the above complaints? Perhaps a CLASS ACTION LAWSUIT would help everyone who is complaining and not getting any satisfaction from Sprint.

Let me start by saying that I to have been a long time customer of Sprints. For the most part I had been happy with their phone service, and have stayed loyal. However this last week has been unbelievable. I have 2 seperate accounts currently with them, totalling 7 lines. One is a business account, the other is a personal. I have a new company that I have started and was debating on staying with sprint, or moving on to at&t. I like the Iphone, but am willing to stay with sprint if it makes sense. So I call sprint to find out when my contracts are up. I explain that I was interested in the new EVO phone and had several upgrades available. I also wanted to pull all of the existing phone numbers from the 2 existing accounts and put them on an account under the new comapnies name. I am told that because the phone is new my upgrades are pretty much null. Fine. Not happy, but fine! They make me an offer to stay. The offer was decent, not great, but decent. I tell the lady that I would have to discuss the matter with my business partner and make a decision. Now we decide to stay with Sprint! So I call and speak with a new lady. I gave her the last persons employee ID#. They pull up my accounts, and I tell them I am ready to proceed. She takes all of my information for the new company, as well as the info on the already existing accounts. She tells me that everything looked good, and someone from the back office will contact me to finalize everything. Than they wanted me to pay for the new phones $800.00 plus for 4 new phones. Than they tell me nevermind, wait until I hear from the back office, than we will order. Of course I said ok! Now I wait the 24-48 hours like they told me. Guess what? No call! Ok, things happen. so I take it uppon myself to follow up. I call in and get a new person on the phone. I give her the account information, and tell her my story, once again. At this point she tells me that she cannot help me, and transfers me to another department. Now, I explain my situation yet again, and give him a reference # that was given to me by the lady 3 people ago, and he tells me that that number means nothing, tha he tells me that He could do everything here and now! OK! So I give him all the same information that I had the other day. He puts me on hold for a few minutes. Now he comes back and tells me that I can have this new account. All I have to do is give him a $500.00 deposit, and I have to get rid of 2 lines! WHAT? I explain to him that I don't need new phone numbers, I already have 7 lines with them, all I want to do is to put the existing lines under the new company name! He again tells me that this is no problem, all I have to do is give him $500.00 and loose 2 lines. Now I ask him why my existing account is authorized for up to 50 yes 50 lines. But if I put them in a new account I can only have 5? What kind of sense does that make? Frustrated I ask for a manager. Now the manager gets on (now the 7th or 8th different person) and tells me that this is their company policy. I try to make him understand that this policy does not make sense. I have obviously shown my loyalty to them, and showed a payment history. He again said it is not up to him. I explain about the deal I had made with the first lady, and he tells me that the retention department does not even work for Sprint! And they make promises that Sprint can't always accomodate! LOL. Now I know this guy is full of it. So of course I ask for someone Higher up. The gentleman tells me that he is as high as I can go! OK! I hang up. I call back and get yet another new lady (9th person). Again I tell her the story. After reading all of my notes, she tranfers me to yet another department. So I get another new lady (10th person). I again explain my story to her and she tells me that she can have my accounts reviewed by the credit department. I again give all of mine and my companies information for review. She than tells me that they will contact me no later than 4 hours via email. OK! I wait the 4 hours, guess what? No email. So frustrated as I am I call in. Get another new person (11th person). Again I explain my whole story, give reference numbers, employee numbers, and I get transfered again! (12th person). Again I explain my story. This gentleman was awesome. He listens to my story, reads all the notes, than comes back on the line and pretends like he cannot hear me and hangs up on me! By the way I was on a land line. WOW! Being that I am a glutton for punishment, I call again. Now I get another new lady (13th person). Again explain my situation. get transfered (14th new person). Again explain. this time they tell me that they have no record of my company application on file. LOL. What a joke. I get pissed so I hang up! One last time! Call in (15th new person). This lady listens to my whole story. She is very sympthetic. I give her all the refernce numbers and id numbers. And she was able to pull everything up. She tells me she will do what she can to help me. Now I have to send in bank statements to get re reviewed. And I should hear back from someone within 48 hours. What is going on here? Obviously no customer services at all. No loyalty to those who are loyal. Nobody will give any names for people higher up. And Nobody except 1 person out of 15 was at all helpfull. I can't believe that the people above know that their company is this bad. WOW!!!

After being a customer of nextel for five years I am finally pulling the plug. I am tired of never being able to get the help I need from your cutomer service reps. They are not well trained on phones/plans. I was actually paying for years for services I thought I had but was told I didn't. Then I was told by someone else I really did have the services and I never had the benefit of using them. Yeasterday was the last straw. I called a representative who was suppose to call me back. I never received the call, called her again this morning. I then went out and shopped for another plan. I came home and called one more time. Again no return call. I then called customer service, told them I would be switching services tomorrow and they told me if I did not go with another company by tonight I would be responsible for an enitre months service. This could have been done earlier if the girl returned the calls. I now have to pay for a cab to get to the store and purchase service with another company. This is irresponsible and your part and just shows the consumer you guys really don't give a darn about your customer base. Good Riddens

This has been the WORST company I have ever worked with. Lies, poor customer service and supervisors who simply don't care.

The sprint products (phones) are great. Sprint customer service help is awful. But customer service anywhere sucks these days because the people who are placed into management positions know nothing about training their staff nor servicing people. What a shame!

I use Sprint wireless connection card. I have been for over 2 years and recently got a new connection device. I have a letter in writing that says that my account will remain the same as my original contract--unlimited use for $59.99 per month. I have a copy of the letter in which I asked the question and a copy of the letter saying that there was no change in my contract. I then got a bill for several hundred dollars and it says that "Sprint changed my service plan". This after I made it very clear that I did not accept any other plan and would not renew if the plan changed. To top that, I got an email saying that they can't email me because my address has a defect---??? what? I think my next step will be BBB and the local TV and then a lawyer. I don't have a land line to call and very few minutes of cell phone time. I used all of that time last month on hold with Sprint. All I want is to get this straight. I have written several letters and get no response. Either give me that contract that the letter says I have of cancel my contract and take your device back with no fee. I have not been able to attend my on line classes or do any research. I did not ask for nor did I accept any new plan. I have never dealt with a company that either has the representatives outright lie or don't have a clue as to what the company offers. No wonder everyone says to stay away from Sprint.

My new 2day old I1 phone from telesales is defective but to get a new one I need to pay 188.00 again and three to seven day they will give me a credit on my account. They said they can’t help after 7 hour on the phone being bound back and forth between departments. 708-272-0209 They have lost me as a Customer i have been a customer for 3 year.

I hate sprint! I have chanel 9 news investagating there services maybe u should contact them if u r having problems as well.. Email him at todd.ulrich@wftv.com and tell him how bad ur sevices has been with sprint.

Sprint Customer Service sucks, I am a new customer and have been through 3 Sprint phones in under 2 months, This is the worst customer service ever!!!! I hate Sprint and will be switching very soon to Verizon or AT&T.

Mr. Dan Hesse Chief Executive Officer Sprint Nextel Corporation 6200 Sprint Parkway Overland Park, KS 66251 Dear Mr. Hesse, As a CEO of a publicly traded company, I am appalled at the level of non service your "Customer Service" and Supervisors. After hours upon hours of not only going in to a Sprint store as well as my husband - who has much better things to do with his time since he is a physician - my phone which was replaced - broke 3 weeks later. Not being informed that I was receiving a "refurbished" phone and having it stop working in a matter of weeks after paying exorbitant fees in an actual Sprint Store, not having it programmed correctly after the first phone was brought and replaced, numerous trips to Sprint, now, today numerous calls by my assistants and myself, I am beyond done with SPRINT. The R and N should be removed, because it should be called SPIT. You have the worst customer service I have ever dealt with, your "offers" to replace a phone that I received only 3 weeks ago that stopped working in the middle of important conference calls - and all I am told is that "it will be replaced for free" - well, gosh, thanks, since I have insurance. No offers of upgrades, no offer of the time and energy and frustrations my staff and husband have dealt with dealing with this BS. We were good customers for over 6 years with numerous phone lines. I am now seeking other companies to go to and intend on having my legal department get involved if we are charged any cancellation fees especially after all the time, energy and monies spent dealing with Sprint errors and lies. We were also informed that we cannot bill Sprint for the thousands of dollars in lost time spent dealing with a phone issue because of Sprint's non-disclosure that I was receiving a refurbished POS phone - which I intend on doing in small claims Court or in Superior Court here. And I can promise you this, I will tell everyone I know NOT to go with Sprint. You are the worst, rip off, unhelpful company I have ever had to deal with in any business matter. Account: 255893100

sprint owes me money and they wont give it to me. i called in plenty of times to get help and every time i had to me forced to get mad at them cuz they just dont understand that they make mistakes sometimes and wont admit they are wrong in away. so i got a bill of 252.51 and i called again tonight to see if they will help creidt back the first month of service and late fees and help with fixing my account and they said there vailed charges. so if they can fix it i would be thankful angain be happy to stay with sprint. but not tell that fixed and account up to date will i even try matt

Writing is another act of futility, obviously. While I concur with everyone above, Dan Hesse and Bob Johnson are evil wizards behind the curtain; they could give you the service, but instruct the gatekeepers to make you go through hell and back PRETENDING that they want to help. At least in Oz, he awarded the gang of four what they needed. I finally got the customer retention rep (HA- he could do nothing to retain me)to admit that he had a script and that "he was the voice of corporate headquarters." I wish I had money to take an ad out in the newspaper. What I am asking for would cost the company 50 bucks. But I have spent days and hours in a new city alone, trying to resolve my problem. NO ONE on the phones can.

This email is in reference to the new HTC EVO's. I've called your tech dept, but they had no information on how to fix or solve the problem and they informed me that this was/is a common problem with these new phones. So, I've found the fix for you. The common problem the HTC EVO user's have been having, is how to download and upload photo's so they can be ordered through Sprint's Picture Mail website. Well, after 3 1/2 days of searching, testing, digging, staying up late and pretty much ignoring our soon to be 6 year old grandson, I have solved the problem. How this information gets to your techs, well, that's up to you all. But, here are step by step instructions for the HTC EVO Picture Mail situation: (1) send pictures from your HTC EVO to your email address (2) Open your email - Click View Slide show or Download All (You can also "download all" after viewing slide show) (3) Download All - Box will appear with all attachments. Click on "Down load Attachments" Pictures from your email -- a box will pop up asking what to do with the picture you want to (4) Save File -- down load folder - Right click on attachment and with JZip(free to download and use) - extract- All Files/Folders in current folder (5) In your download box, highlight the attachment in the download you want to open. (6) Right Click (7) A new box will open - look for "Extract" Click to 'extract" (8) Save to files/folders and click again- "Extract" (9) Go to Sprint Picture Mail (10) Create a new album- save- click on empty Album. In the large box above it will show, "Empty Album" ------ UpLoad Media (11) Click on Upload Media (12) Browse --- Find folder with pictures (13) Highlight desired picture(s) - click "open"- This will send it to the "Upload" box for Sprint Pictures. (14) Upload from PC - Click Upload (15) When download is complete - it will say "success" . Close this box. Your pictures will now be in front of you in your Sprint Album details. Click "order prints" and proceed to place your order. Well, now you know the instructions that many HTC EVO owners are seeking. I know this is one problem many of them are complaining about and it was one of my biggest issues as well. This was very time consuming, so I would really appreciate a response back when you have a minute. Also, I will be happy to answer any other questions you may have, if I'm able. Thank you very much for taking the time to read this. Sincerely, Cheryl Laurendeau 253-227-9488 (c) Mailing Address: P.O. Box 1302 Puyallup, WA. 98371

well were do i begin... i have been a sprint customer for eons... exceptional customer who pays there bill on time monthly..never been negligent ..Here's A better one i used to sell sprint products.. so i believe i am a dedicated customer. But how is it that i go on vacation to FLORIDA... not even international and couldnt used my blackberry phone for the entire vacation...NOT GOOD!!! very frustrated about the situation.. i am a single parent , have important matters that needed to be taken care of ...and this is the service i get from SPRINT...Very dissappointed in them.. I speak highly of sprint when speaking to friends and i had to endure this .. well to top it off i come home and sit on the phone for half the day speaking to several reps and supervisors and some of the problems resolved , but still dont have complete service..I believe im entitled to a huge compensation for this inconvience..

Sprint responded to my letter above with the date 6/30/10. They are going to refund the overcharged amount and apologized for the way I was repeatedly mistreated. This is what customer service is all about! I was incredibly pleased with the professionalism of the genetleman who placed the follow-up call with me. I would like this added info posted if my above posting cannot be removed. Thank you

I have been with Sprint for a number of years and have billing issues since day one! I call and call about it and nothing seems to be done about it. I know what they are talking about now when I see commercials about hidden fees. I got a phone plan which was not to exceed a certain amount a month. Coincidently, my phone bill would go up about 50 or 60 dollars a month. I finally got that straightened out and now, for some strange reason, I made a payment and they are telling me that they never got it. Mind you, I faxed over my bank statement to their toll free number and to their non toll free number and what do you know???? They didnt get that either. My bank account shows that the money came out of my account and no one seems to know where my money went to. I have been on the phone with sprint customer service department for the past 14 days and still there is no resolution to my issue. To top that off, they are telling me that a phone I had on seasonal standby would automatically be changed over to a plan of their choice. I am utterly disgusted with this company and am seriously thinking about paying close to 800 dollars just to be rid of them. I cant take this anymore and I am soooooo PISSED OFF!

Mr. Dan Hesse Chief Executive Officer Sprint Nextel Corporation 6200 Sprint Parkway Overland Park, KS 66251 Dear CEO: Today, I spoke with four different people-Johnny, Sonia, Abeba, Thalia- who all seemed to read from a script and not actually actively listen to me. Seeing your latest round of television advertisements proclaiming improvements, you do not seem too concerned with customer service. I am very disappointed in the manner of my personal treatment especially with escalation management. I had contacted Sprint to see if I needed to do anything after my contract expired in May 2010, i.e. I did not want it to renew automatically without my approval, etc. I was told no, nothing else needed done. It was already in my head that I did not need to do anything else so when it was typed that I should speak to a retention representative or cancellation person, it did not register with me to do either. I gave my Sprint phone away and my mother took her Sprint number elsewhere. It never occurred to me that I would receive a bill. I am paying the bill you sent me only because I do not want it to reflect negatively on my credit. Because of this, I have a very bitter taste of Sprint in my mouth. I will not voluntarily choose Sprint again based solely on this experience. In my opinion, who would want to be treated this way unless they have to join you because of a work program or unless there would be some drastic changes within your operating system? The unfortunate thing is I loved my Sprint phone. The Lotus was the best phone I ever had. I had been a loyal customer for 4 years. However, if anyone should ask my opinion about my experience when choosing his/her phone service or if I should be in discussion about phones, this experience will be the only thing I will relate as my opinion of Sprint. I am extremely sad, dissatisfied, and disappointed in Sprint and would never want anyone else to have to go through what I did in my opinion. In gaining my one-time $95.92, you have lost the potential customer revenue from both me and my mother in the future. You have lost the opportunity to get a customer back. If I had ever come back to Sprint, which was a possibility prior to today, you could have had 24 months of $95.92 or $2,303.08. Now, you only get one month and two very unhappy people (my mother is on my plan). That is all completely 100% due to customer service- the unyielding, uncompromising, and occasionally snooty customer service. Your customer service was firm in making sure I knew that they did not want to satisfy me, the customer. Was this situation really worth the negative consequences? Are you listening to me? Decidedly discontented