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
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2:26:02 PM System System
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Session ID: 2859609
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