Sprint PCS Chat Customer Service Experience

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Update: I have disabled comments for this post due to all these people coming here and leaving comments. I had a bad experience with Sprint PCS customer service via their chat interface.
Ugh my Sprint Phone has been driving me up the wall and the customer service experience has been even worse. I usually resort to the chat method since it seems to be faster then waiting for 30-60 minutes in their hold queue dealing with everyone else that is frustrated with them.

I have the Sprint Motorola Q. It has been a decent phone up until recently. About a week ago the phone has been in “Roaming Service” and it is rather annoying with my phone in roam. So I jumped on a Sprint Chat Session and these were the results.

1:57:13 PM        System      System
Connected to sprint-ap1.cnxchat.com
1:57:13 PM        System      System
Session ID: 2859609
1:57:19 PM        System      System
Please hold and the next available agent will be with you shortly.
1:57:34 PM        System      System
Arthur has joined this session!
1:57:34 PM        System      System
Connected with Arthur
1:57:34 PM        Agent      Arthur
Thank you for contacting Sprint. My name is Arthur. How may I assist you today?
1:57:49 PM        Customer      Tristan Pipo
Hey Arthur! I have an issue with my phone.
1:58:04 PM        Agent      Arthur
what is the issue.
1:58:23 PM        Customer      Tristan Pipo
I would say about a week ago my phone went into Roaming. I look at the screen and it says “Roaming Service”
1:58:46 PM        Customer      Tristan Pipo
It can still make calls and so forth but I can’t surf the internet or check my e-mail.
1:59:02 PM        Agent      Arthur
One moment please.
1:59:25 PM        Customer      Tristan Pipo
I tried to dial the *2 to call Sprint and I keep getting sent to a message that says “Welcome to Verizon Wireless, That is not an available number” or something like that
1:59:58 PM        Customer      Tristan Pipo
I tried going into Settings > Phone Settings > Network and it’s set to “Sprint Only”
2:00:25 PM        Customer      Tristan Pipo
I have tried to reboot the phone multiple times.
2:00:43 PM        Customer      Tristan Pipo
Take the battery out for a while and put it back in and power it back on. Still no issue.
2:00:44 PM        Agent      Arthur
allow me to get some technical support for you.
2:01:02 PM        Customer      Tristan Pipo
I have tried to update the software on the phone via the Motorola Updater and that didn’t appear to fix the issue.
2:01:50 PM        Customer      Tristan Pipo
I have no issues leaving it in “Roaming Service”
2:02:48 PM        Customer      Tristan Pipo
I just don’t want to get flagged for data access in roaming or phone roaming even though I get free Roaming
2:05:39 PM        Agent      Arthur
Do not fret you will not be charged for that.
2:06:40 PM        Customer      Tristan Pipo
That’s good
2:07:10 PM        Customer      Tristan Pipo
Well I guess I could just leave it in Roam then
2:07:10 PM        Agent      Arthur
Thank you for contacting Sprint. Our goal is to make your chat experience a great one. There will be a survey after this chat that you may fill out to advise us of how we are doing. Please disable all popup blockers before this chat session ends to ensure you are afforded the opportunity to participate. Should you have any additional feedback or comments you would like to provide regarding your chat or chat agent, please send us an email at: sprint.customerappreciation@connextions.com. If you would like a copy of this transcript please press either the print button at the bottom of this session or the copy button to copy/paste into the word processing program of your choice.
2:07:38 PM        Customer      Tristan Pipo
Why did you just send a bunch of spam onto the screen?
2:08:16 PM        Agent      Arthur
the towers are being worked on
2:08:43 PM        Customer      Tristan Pipo
You sent a bunch of spam to the screen because towers are being worked on?
2:09:26 PM        Agent      Arthur
We did not send it
2:09:35 PM        Agent      Arthur
It is being de scrambled.
2:10:08 PM        Customer      Tristan Pipo
We being “Sprint” did not send the flood of text on the screen on a chat help line that they are hosting or paying somebody to host?
2:10:19 PM        Customer      Tristan Pipo
When it appears to be coming from your name on the chat session?
2:10:42 PM        Customer      Tristan Pipo
What’s the Sprint customer # because the *2 isn’t working while it’s in Roam
2:11:17 PM        Agent      Arthur
Sir it is coming through us as an error we are working to fix that .
2:12:26 PM        Customer      Tristan Pipo
So why did you just say you are not sending it when now you are saying that it is your fault and you are working on fixing that?
2:13:07 PM        Agent      Arthur
Whether it is our fault or not we are claiming responsibility to rectify the situation for you.
2:13:12 PM        Agent      Arthur
So we are claiming it.
2:13:31 PM        Customer      Tristan Pipo
Okay then.
2:13:50 PM        Agent      Arthur
Thank you for contacting Sprint. Our goal is to make your chat experience a great one. There will be a survey after this chat that you may fill out to advise us of how we are doing. Please disable all popup blockers before this chat session ends to ensure you are afforded the opportunity to participate. Should you have any additional feedback or comments you would like to provide regarding your chat or chat agent, please send us an email at: sprint.customerappreciation@connextions.com. If you would like a copy of this transcript please press either the print button at the bottom of this session or the copy button to copy/paste into the word processing program of your choice.
2:13:55 PM        Customer      Tristan Pipo
So work is being done on the towers in my area and that is why my phone has been in Roaming Mode for a week?
2:14:07 PM        Agent      Arthur
Yes sir
2:14:52 PM        Agent      Arthur
It sometimes gets to be a problem it is not always that all goes well sometimes we have issues .
2:16:29 PM        Customer      Tristan Pipo
Then why is it the gentelmen in the cubicle right next to me has a Sprint Phone a Sprint Katana or whatever has perfect service and has never had this issue and mine had perfect service up until last Tuesday?
2:18:53 PM        Agent      Arthur
It just happens sometimes we are working things out.
2:19:23 PM        Customer      Tristan Pipo
What is the customer service number since *2 does not work while in roaming
2:20:48 PM        Agent      Arthur
*2 for customer service.
2:21:07 PM        Customer      Tristan Pipo
I have said twice now *2 does not work while in roaming.
2:21:24 PM        Customer      Tristan Pipo
What is the 800 or 888 or 877 number to get in touch with Sprint Customer Service.
2:22:28 PM        Agent      Arthur
888-211-4727
2:23:04 PM        Customer      Tristan Pipo
Why couldn’t you have given that to me when I asked the first or second time?
2:23:28 PM        Agent      Arthur
i apologize here it is.
2:25:48 PM        Customer      Tristan Pipo
Ok
2:25:56 PM        Agent      Arthur
Thank you for contacting Sprint. Our goal is to make your chat experience a great one. There will be a survey after this chat that you may fill out to advise us of how we are doing. Please disable all popup blockers before this chat session ends to ensure you are afforded the opportunity to participate. Should you have any additional feedback or comments you would like to provide regarding your chat or chat agent, please send us an email at: sprint.customerappreciation@connextions.com. If you would like a copy of this transcript please press either the print button at the bottom of this session or the copy button to copy/paste into the word processing program of your choice.
2:26:01 PM        System      System
Arthur has left this session!
2:26:02 PM        System      System
The session has ended!
Type your comments in the box below and click send.
Send
You are on a secure connection with a Sprint Chat Agent
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The session has ended!
Session ID: 2859609
Question40
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No Comments

  1. Raleigh
    // Reply

    Poor Arthur can’t handle Tristan. I should give him lessons.

  2. Raleigh
    // Reply

    Poor Arthur can’t handle Tristan. I should give him lessons.

  3. Junniper
    // Reply

    Oh my god, this story is hysterical to me. It reminds me of the time I was dealing with the netzero lady!

  4. Junniper
    // Reply

    Oh my god, this story is hysterical to me. It reminds me of the time I was dealing with the netzero lady!

  5. Mud
    // Reply

    Wow you’re such a bitch. I hope you continue getting roaming services and be charged like hell for it. And sprint’s not going to replace your phone you broke yourself so just go ahead and cancel. Sprint don’t need sluts like you

  6. Mud
    // Reply

    Wow you’re such a bitch. I hope you continue getting roaming services and be charged like hell for it. And sprint’s not going to replace your phone you broke yourself so just go ahead and cancel. Sprint don’t need sluts like you


  7. // Reply

    Mud. Thanks for your comment. I am not getting charged for roaming. I just didn’t like the fact my phone has been in roaming for weeks now. I don’t care for a replacement of the phone. Either fix it or let me go at this point =).

    I didn’t know I was a slut. But I guess that would be a good thing in some cases.


  8. // Reply

    Mud. Thanks for your comment. I am not getting charged for roaming. I just didn’t like the fact my phone has been in roaming for weeks now. I don’t care for a replacement of the phone. Either fix it or let me go at this point =).

    I didn’t know I was a slut. But I guess that would be a good thing in some cases.

  9. Jen
    // Reply

    See now I think that was actually pretty entertaining. But then again, I pitty anyone that has to talk to me on the phone because I spend all day listening to morons explain how stupid & clueless they are. …I mean providing customer service, mainly to people who work for The Home Dept.

    Maybe one day your phone will be okay. You don’t actually need it to work right anyway, do you?

  10. Jen
    // Reply

    See now I think that was actually pretty entertaining. But then again, I pitty anyone that has to talk to me on the phone because I spend all day listening to morons explain how stupid & clueless they are. …I mean providing customer service, mainly to people who work for The Home Dept.

    Maybe one day your phone will be okay. You don’t actually need it to work right anyway, do you?

  11. Michelle
    // Reply

    LMAO!!!! I Love this blog, I bet Raleigh could make good money running a How to Handle Pipo seminar….

  12. Michelle
    // Reply

    LMAO!!!! I Love this blog, I bet Raleigh could make good money running a How to Handle Pipo seminar….

  13. paul
    // Reply

    The person who helped me was very helpful and nice. She helped me activate my phone fast and easily. Thank you.

  14. paul
    // Reply

    The person who helped me was very helpful and nice. She helped me activate my phone fast and easily. Thank you.

  15. Robert Glover
    // Reply

    Mark H. was professional, polite and took care of my problems. Please give him a raise. Robert

  16. Robert Glover
    // Reply

    Mark H. was professional, polite and took care of my problems. Please give him a raise. Robert

  17. Robert Glover
    // Reply

    I am glad to be associated with a professional organization that is NOT afraid to post all messages; the good the bad and the ugly. Mark H. take care…you are a champion in my book. Robert

  18. Robert Glover
    // Reply

    I am glad to be associated with a professional organization that is NOT afraid to post all messages; the good the bad and the ugly. Mark H. take care…you are a champion in my book. Robert

  19. Wendi
    // Reply

    My customer service rep was excellent. Thanks Nicholas E.

  20. Wendi
    // Reply

    My customer service rep was excellent. Thanks Nicholas E.

  21. JIM HENDERSON
    // Reply

    As always Sprint Customer Service is G R E A T ! Sharde answered all my questions and was very helpful, thank you.

  22. JIM HENDERSON
    // Reply

    As always Sprint Customer Service is G R E A T ! Sharde answered all my questions and was very helpful, thank you.

  23. Manuel Garcia
    // Reply

    I’ve always had excellent service with sprint. These people are trying their damnest to try and help customers, just as long as they don’t have customer service dept in some foreign country that I can barely understand. If you want a perfect service, buy a line from heaven

  24. Manuel Garcia
    // Reply

    I’ve always had excellent service with sprint. These people are trying their damnest to try and help customers, just as long as they don’t have customer service dept in some foreign country that I can barely understand. If you want a perfect service, buy a line from heaven

  25. j.falkowski
    // Reply

    Kristen M was a GREAT help with helping me with my account.She is a PLUS to Sprint. Thanks again Kristin

  26. j.falkowski
    // Reply

    Kristen M was a GREAT help with helping me with my account.She is a PLUS to Sprint. Thanks again Kristin

  27. novine
    // Reply

    this is the second time i used sprint chat, i’d gotten great exp with it. i really satisfied with their help…it was the quick way to solve any problem with my sprint cellphone and wireless. morning is the best time to chat coz in the evening too many customers tried to used this service…thanks venitta.

  28. novine
    // Reply

    this is the second time i used sprint chat, i’d gotten great exp with it. i really satisfied with their help…it was the quick way to solve any problem with my sprint cellphone and wireless. morning is the best time to chat coz in the evening too many customers tried to used this service…thanks venitta.

  29. Dianne King
    // Reply

    I had a wonderful experience this morning with agent Crystle, Session ID 4827230, and Sprint chat. I have a speech impediment which made the chat experience a little more meaningful. She was patient, explained the steps well, and contacted the porting dept., there was a little wait there, but she kept me informed throughout the process. Great experience, and great chatting with you Crystle,I am ready to join the Revolution!

  30. Dianne King
    // Reply

    I had a wonderful experience this morning with agent Crystle, Session ID 4827230, and Sprint chat. I have a speech impediment which made the chat experience a little more meaningful. She was patient, explained the steps well, and contacted the porting dept., there was a little wait there, but she kept me informed throughout the process. Great experience, and great chatting with you Crystle,I am ready to join the Revolution!

  31. Robert Eddy
    // Reply

    I just wanted to say what a good job Josh wv812124 did for me and can’t believe it is so hard to do. He was good, this is bad.

  32. Robert Eddy
    // Reply

    I just wanted to say what a good job Josh wv812124 did for me and can’t believe it is so hard to do. He was good, this is bad.

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