Sprint lambasted for disconnecting whiners, notorious roamers

Recently, Sprint decided to cut its losses and give a number of CSRs a break from the nagging when it pulled the plug on nearly 1,200 of its mobile customers. Apparently, these whiners were dialing in "40 to 50 times as often" as the "average customer," and after failing to appease them, the firm chose to "terminate the relationship with those customers to allow them to pursue other options." As you'd imagine, some of these bicker-prone individuals are less than pleased with the outcome, and to make matters worse, the firm has also cut the cord with habitual roamers -- including some that are actually enlisted in our military. Can't a soldier (or sniveller) catch a break?

[Thanks, John F.]
Read - Sprint cancels 1,200 contracts over excessive complaining
Read - Sprint cancels traveling soldiers' cellphone

[SITO @ Jul 10th 2007 1:07PM]

Get rid of 'em - those customers drive up costs for the rest of us...

[eqsf @ Jul 10th 2007 1:13PM]

did sprint ever think that perhaps all these complainers were trying to quit and get iphones?

[Mike Klein @ Jul 10th 2007 1:43PM]

This is disheartening? as I am currently on Cingulatt hsdpa and was considering switch to Sprint's evdo.

Cingulatt has EXTREMELY prohibitive terms of service (TOS) which restrict you from doing anything "kewl"...voip, streaming of any kind, gps, etc. Only things you are permitted to do are browse web, fetch mail and corporate crm.

Their 3g network coverage is also spotty as hell.

Sprint offers coverage north of napa where I vacation which is a plus...in addition they have NO advertised restrictions in their TOS with exception of "if you're a piggy we may select to throttle you"...sounds fair to me.

These recent revelations are a little disturbing...hopefully they were for repeated/bonehead questions and not valid issues which just happened to take a while to solve or were due to re-route counts as extra call issue.

[Cynthia Jerde @ Jul 20th 2007 8:45AM]

I have been with Sprint for more than 10 years. Over the last 2 years it has been a nightmare. You cannot understand the customer service reps and they do transfer you from place to place getting nothing accomplished. I have sat on the phone for more than 30 minutes waiting to resolve an issue. The left hand definitely doesnt know what the right hand is doing. I think this country is definitely lacking in customer service anywhere you go anymore. You would think with all of the competition they would try to keep your business. I hope that 10 years from now "Sprint" will be a thing of the past.

[strider_mt2k @ Jul 10th 2007 1:07PM]

Yes, Sprint appears to suck.

[Harold @ Jul 10th 2007 1:07PM]

Who wouldn't whine with the excruciating waits for customer service, and reps who try to misdirect you until you give up.

It seems engadget is a big whiner.

[Ian @ Jul 10th 2007 1:10PM]

The real question is, will this work with other carriers? Instead of paying a cancellation fee, can folks just dial up customer service a few times, keep the employees busy and expect a get-out-of-contract-free card?

[Aaron @ Jul 10th 2007 2:06PM]

I would hope Sprint isn't the only to give a "Get out of contract free" card. This is one way folks at the Consumerist would be really proud of.


Nag the heck out of them then they'll send you packing with no penalty. It doesn't affect your ability to go to another network or anything.

If you are not satisified and keep calling but the carrier sees you as a burden more than trying to meet your need, both parties are probably better off elsewhere.

[Evan @ Jul 10th 2007 3:32PM]

I am almost considering doing this. Sprint service over the last few months has more than plummeted for me and my family. I have been using Sprint for over 5 years with little or no issues, but as of recently they seem to have become down right hostile if you call up customer service. It took me near twenty minutes to add text messaging and to remove "accident protection" (which was costing me 3 dollars more than when I added it) to my plan last week. 20 minutes to press one button.

On top of that, every time I turn on my phone it tells me to update the software, which Sprint used to do for free. Now it is a 35 dollar fee! Why would I pay 35 bucks to update the software?

I never, ever thought I would consider switching because it has worked so well in the past, but everything seems to be getting a little less than friendly, and more expensive with Sprint.

[sr @ Jul 11th 2007 12:07AM]

I know. While people here bitch and moan about how this is bad, you and I see what this really means. Get out of contract with no ETF! How awesome is that?

[Chris @ Jul 10th 2007 1:10PM]

Hah!! I love the picture!

[Mickey Jones @ Jul 10th 2007 1:13PM]

Yeah, but at first I didn't think that was her thumb.

[Jim @ Jul 10th 2007 1:12PM]

100% wrong on the military bit. C'mon Engadget...fact check.

"Sprint is also enforcing terms in its service agreement that allow the contract to be terminated if the customer roams off the company's wireless network to an excessive extent. Customers whose excessive roaming is due to active military service ARE EXEMPT from the provision." (emphasis added)

[Richard @ Jul 10th 2007 1:20PM]

Perhaps YOU need to RTFA...

Read the second article... 200 soldiers are getting the axe for "excessive roaming". Exempt or not, they've received their cancellation notices.

[Dan @ Jul 10th 2007 1:25PM]

And then when they get this letter stating that they had 30 days, all they had to do is CALL customer service and explain that they are military personnel and they are EXEMPT from being disconnected.

It is funny how it is easier to post on Sprintusers.com or call FOX News than it is to call Cust Service to get the real answer.

[dbell @ Jul 10th 2007 1:33PM]

And then they'd get canceled for calling into customer care.

[Evan @ Jul 10th 2007 3:35PM]

Just because the TOS says that, doesn't mean Sprint actually follows it. There in the military, the government makes them jump through enough hoops to the point where you would think that Sprint could lay off a little bit. Honestly, how many people do you think actually now that clause?

[PynkFloydd @ Jul 10th 2007 8:54PM]

While I was in the military, Sprint was actually one of the best cell carriers to be with. Sprint had a contract to be a supplier on base and would provide a land line for dirt cheap too (think..government housing cheap). They'd be awesome about anything if you just called them and explained your situation, they'd even provide credits. ...I have to admit that they (Sprint) got abused a LOT. We'd bring the cell phone everywhere while training from middle of nowhere NC (town population 100-something) to Mojave Desert CA. Being airborne infantry, we had barely a moment to use the cell since it'd only be good for one charge and only a few minutes after missions or training to talk(before very limited sleep). I can only imagine the abuse by people with access to electricity and free time! From my experience, you'd probably have to REALLY abuse them for them to refuse your money. Everyone keeps forgetting that they're a business and have as much of a right to refuse service as I have the right to refuse to let anyone into my house (even police without a warrant)...

[Rohit Kapur @ Jul 10th 2007 1:14PM]

Cold. . . Real cold.

[boe @ Jul 10th 2007 1:19PM]

Yes, the solution is clearly get rid of customers

Instead of fixing billing issues that cause customers to call in, instead of replacing CSRs who can't even provision a phone, instead of buying good phones and keeping the firmware on them current, instead of removing crapware on PDAphones that cause them to slow down and run out of space, instead of fixing towers that aren't configured properly - get rid of all the customers who actually report those issues and you'll be the best damn company out there! Brilliant!

Kind of seems as well thought out as appeasement worked out with Germany a little over half a century ago- a raging success.

[Jerry @ Jul 10th 2007 1:31PM]

engadget WTF!!!! I have been with Sprint for 3 yrs and to get ANYTHING done you have to call Customer service repeatedly!! I had them screw up my big 5 times in 2 months resulting in 20 phones calls for something that was supposed to be free (signed new deal cause data was cheap they gave me free phone, i know my bad) It seems like if you call 3 times you can get 3 different answer to the same question. They are jsut getting rid of customers who should have gotten what they needed in one call. For example I had a phone that I need replaced UNDER WARRENTY and I had to file a FCC complaint to get it!!!

also Dqoy there is a difference in supporting the troops and suporting the war!

[Rainier @ Jul 10th 2007 1:32PM]

Hmmm, what a novel way to get out of a two-year contract without penalty. Just complain to customer support 50 times a day!

[Pier @ Jul 10th 2007 1:39PM]

That's a super idea.
You guys just don't realize how awful and stupid some "customers" are. Of course, this also is true for a bunch of reps and the company itself... Never the less, this is a win-win situation. Some people don't even deserve Sprint (which is really, really low - I realize ;-)

[Pier @ Jul 10th 2007 1:42PM]

Oh, to elaborate, win-win as in: If one is having so much troubles with the company it is a fantastic idea to complain a million times to get "kicked out" since it is even more difficult to kick them out :-)

[CharlieX @ Jul 10th 2007 1:45PM]

You know, there may be a point here. Let's face it: out there in America exist some exceptionally stupid and annoying people. Sprint is a private company and should certainly "reserve the refuse the right to refuse service."

Personally I don't know ANYONE on Sprint, because everyone seems to be of the opinion that they suck-it-hard

[Craig @ Jul 10th 2007 1:42PM]

I believe you mean "write"............right?


PWN'3D.

[Ken @ Jul 10th 2007 1:45PM]

Before making brash political statements, understand that opposing politicians' wars does not include opposing the soldiers that serve.

[tchiseen @ Jul 10th 2007 1:45PM]

Aaaah yes, the wonders of outsourcing.

Here in Australia, this kind of behaviour is expected from telcos, if they, and I'm sure they do, do things like this, people don't even blink at it. Here, there is no expectation of service or competence whatsoever, and it makes it so much easier on everyone. I'm also very sure that they would never let you out of a contract freely just because you've repeatedly told them they're crap, they know it and they don't give a hoot.

Still, put it in perspective.vMy telco, Telstra, has a 13**** number, which here in AUS costs $0.25 every time I call it to complain about their utter incompetence. So, on top of having no reason to value customer satisfaction, they are actually rewarded for every person who calls to complain. That's the kind of company I want to run!

[Ken @ Jul 10th 2007 1:47PM]

Also your inability to post on Engadget while abroad may be a mechanism of the military's security and not that of Engadget. It may prove prudent to take more time before making hasty assumptions.

[Cellulose @ Jul 10th 2007 1:48PM]

I have to give Sprint a little credit... they at least have the guts to just tell you flat out, "we hate you, we can't give you what you want, and we never will." Most companies would simply give you the run around and force you to make the next move--incuring a huge cancellation fees, etc.

Comcast pulled that crap with me. After months of service calls and arguing to get service credits for non-existant cable service, the solution they offered was to tear up the street, replace a bunch of cable, and install new lines... they generously offered to split the cost with me. Instead, they should have just said "We're cancelling your 1 year contract. Go somewhere else."

[Michael Emmons @ Jul 10th 2007 1:49PM]

I don't understand why some people here think getting rid of troublesome customers is wrong. Why should a company want customers who call more than once a day, every day, to complain? Does anyone here think that they have legitimate complaints? It seems more likely to me that they are simply troublemakers or perhaps paid by another company to cause problems.

[Jerry @ Jul 10th 2007 1:52PM]

TO those who say sprint has a right to cancel service THEN WHY DONT I??? Sprint and its users have a contract I sure hope Sprintis paying all those customers the 200 ETF!!!

[gibber9583 @ Jul 10th 2007 2:13PM]

Because it is written into the contract that they can cancel it.

[Eric @ Jul 10th 2007 2:24PM]

And because they helped pay for your phone. That's why if you ever buy a phone without a contract with any carrier it costs hundreds of dollars instead of the $50 you paid out of pocket for it.

[Ian @ Jul 10th 2007 2:51PM]

Because you signed THEIR contract, they didn't sign yours.

[Hamfighter @ Jul 10th 2007 1:55PM]

Sprint replaced my Treo for the thrid time because it bricked. They, as usual, charged me for the replacement and said it would be credited back when they received the defective one. Only this time, they chose not to credit me back (after they received the defective phone) because they said I "was not owed a credit because I had received to many replacement phones and have not purchased a new phone in years."
It literally took months and dozens of calls to get the situation resolved.
I'm just waiting for my "thanks for playing, see ya in hell" letter in the mail for complaining.

[Matt B @ Jul 10th 2007 1:56PM]

Trust me. There are a lot of people who would have nothing to say if they couldn't bitch.

[hepblogs @ Jul 10th 2007 2:09PM]

I worked as a CSR for Cingular. These customers sprint cancelled exist and they are a problem. Its a small group but these people are completely unreasonable, I had a woman that called in 15 times a day to get her service back on when she refused to pay the bill.

Good luck to all those 900 assholes (excluding soldiers) that didn't want to pay their bill or constantly roamed in getting new service.

Trust me, these people are leechs.

[Eric @ Jul 10th 2007 3:07PM]

Amen!

[h8rain @ Jul 10th 2007 2:15PM]

I love the fact that cellular companies are basically publishing way to get out of contracts. This is great! Horrible customer service, but funny none the less.

Sprint: Complain A LOT!
Verizon (Data Card): Use the crap out it (if you are on their unlimited plan and use more than like 5 gigs a month, they will terminate your service. Yes I just said the Verizon UNLIMITED plan has a limit.......)

Anyone want to add to this list?

Basically like people above have said, these are just get out of contract free cards. Want to switch or cancel with penalty? Follow these steps.

[kidqwik @ Jul 10th 2007 2:19PM]

I've been a customer with Sprint for like the past 10 years. Everytime I change something with my phone or account every few years, they screw up my billing with my grandfathered in options and I end up having to talk to a Retention Specialist to fix them. On top of that, their phone selection SUCKS unbelievably. My option to upgrade my phone from two ago came up this past October or December and I STILL have the same falling apart phone that I did then because I didn't want to upgrade and spend money on a phone I did not want. If they'd get the Blackberry Pearl or Curve I'd be happy and get one, but instead they came out with the fugly Upstage. What I may just do is figure out some ways out of the contract without paying those fees instead of waiting till Oct 2008 and then switch to AT&T and get an Iphone. I know AT&T sux with signals, but I'd really like to have a NICE phone. Sprint gives me good discounts and all to keep me, but on top of the poor phone selection and the crappy customer service, this thing about getting rid of users who complain and soldiers who use their phone with roaming is about the last straw.

[gibber9583 @ Jul 10th 2007 2:21PM]

Just an FYI, Sprint came out with the Blackberry 8830. Nearly identical to the Curve, but no camera. I think its $199. Solid device. I have it for VZW.

[Cynthia Jerde @ Jul 20th 2007 8:46AM]

I agree...I have been with sprint for more than ten years....about time to kick them to the curb

[Michael @ Jul 10th 2007 2:20PM]

I've never had any major problems with Sprint. I got a new phone back in December. The only issue I had with them was the fact that my contract was expired yet my 2-year period since my last phone was still three months away.

While the guys in the store aren't authorized to override that, a simple call to customer care and the hint that I might be looking to switch to Cingular/AT&T convinced her to offer me an $100 credit on my next bill in place of the mail-in rebate I wanted on my SPH-A900.

My advice is to call and complain if you really need something; don't call to say "hey, i got bad reception at XYZ the other day"

[Joshua Ochs @ Jul 10th 2007 2:34PM]

Perhaps I'm the only one who hasn't had any problems with Sprint. Their actual phone service has wide coverage, fast speeds, and reasonable prices. I have had to call customer service to work through some thorny billing questions after I made some major changes to my plan, but they sat and walked through a 21-page bill with me until I understood it all, and made a few credits where we identified problems.

It seems I'm in the minority, but I haven't had any issues with their service or customer support. Furthermore, have you ever had to make more than a dozen calls to get anything resolved? I never have, even when fighting with insurance companies. If you're making 50 calls a month, yes, Sprint might decide you're just not worth the trouble. I don't see what is wrong with that. You can drop their service, and they can drop yours.

(And how about issues with Engadget/Weblogs Inc blocking your e-mail address from posting at all, like they did ever since I dared to disagree with Ryan Block, using facts and references?)

[Logik @ Jul 10th 2007 2:45PM]

I too have not had any major issues with Sprint. I have had to call them, may be 5-6 times, since the 5 years that I've been with them. When I signed up with them, coverage was a little patchy in some areas around Central CA, but it has been improving constantly.

[Jeff Lewis @ Jul 10th 2007 8:24PM]

Actually - typically you *can't* drop their service - not without a penalty - if you're still within your contract. They can drop you by saying 'we won't charge you a penalty for dropping you'... [sarcasm] very nice of them [/sarcasm].

Personally, I don't see there's an actual issue here - except that it's entirely possible that at least some of these 'chronic whiners' may be trying to get a real problem solved that the telco doesn't want to deal with.

I had a problem with my landline provider in that my line quality was horrible - noisy and often unintelligible. Their view was 'well, it's not our problem - it's probably the building's wiring'. The building management, of course said it wasn't their problem, it was the phone company. After several tries to get it fixed - I just gave up. So I cancelled my phone and subscribed to a VoIP company and ended up saving about $20 a month (not to mention free long distance) that I'm now using for portable WiMax internet.

I also tried getting DSL from them and that was stunningly bad - regularly failing, replacing modems (at up to two weeks per try). I eventually switched to cablemodem and solved that problem.

[Brian @ Jul 10th 2007 2:38PM]

Good for Sprint!

I work in the hospitality industry (okay... I'm a waiter), and some people just expect unreasonable things. For example, at a table of four customers, the kitchen cooks one guy's steak too much, and he expects all the food for his party to be bought by the restaurant. Irrational.

I'm sure Sprint was dealing with extremely unreasonable people. They're a publicly held company, they are required by law to make as much money as possible. They would never stop taking money from customers w/o a very good reason. Those people must have been leeches.

If some people were constantly calling in, complaining about their lack of service and asking for free phone service, Sprint should just give 'em the boot and wish them luck with the next provider.

I've never had a problem with Sprint's customer service before. Not on the phone, nor on location. I don't understand what the problem is.

Oh, and "kidqwik," if you believe Sprint's phone selection sucks, you must be trying really hard to be so ignorant.

The Samsung A900 is the best clamshell on the market, IMO. The phone has been out for well over a year, and it still doesn't have one competitor. (Verizon's [who has the closest product to compare] GUI sucks and the RAZR is a TERRIBLE phone with TERRIBLE reception and a TERRIBLE screen)

For smartphones the Sprint version of the Q is pretty slick, albeit with terrible battery life, but the Treo's have always been fantastic. The Mogul is also the newest, slickest smartphone available. (iPhone is not a smart phone, so don't bother comparing them)

In Kansas City, the best choice is Sprint if you want the best coverage and high speed data and the slickest phones.

[Jerry @ Jul 10th 2007 3:11PM]

The A900 the best flip on the market really? With a known memory leak problem, a music phone with no expandable memory? your joking right? and as a former waiter if a resturant screws up my dinner it should be free, maybe not the whole table but at least mine, that is unless the rest of my party is able to finish there dinner before mine comes back and they have to sit and watch me eat or let their dinner get cold then it should be. Belive me man i understand that your jaded and sick and tired of people complaining but thats not the problem of every customer who walks through the door

[Jerry @ Jul 10th 2007 3:17PM]

o and BTW the Q blows HARD!!! i have one