I have been a Sprint customer for over 20 years, with little to no issues with the service I have received. I recently received notification that, effective January 1, 2022, my current device would no longer be operative under the Sprint/T-Mobile platform and I would need to upgrade.
My attempts to do so have been an extreme source of frustration!!!
I have spoken with approximately 6 different agents, spending hours on the phone trying to get my device upgraded. They have all processed a Summary Estimate and, while explaining information contained on the estimate, the call has dropped or I have been disconnected. In one instance the agent called me back and the call dropped again. This has required me to call again and, each time, the agent has to reprocess the order instead of just reviewing the summary that has already been prepared. Additionally, instead of completing the processing of my order, the agents kept informing me about accessories which I had not requested or wanted. Even after saying "no thank you" they would continue to waste my time by telling me the "advantages" of having the accessory.
I contacted Customer Service after speaking with the 3rd agent and requested to speak to a supervisor and he refused to connect me, indicating that the supervisor was not available and consistently tried to discuss migrating my account to T-Mobile. I had to keep telling him that the reason for my call was the upgrade my device, not to migrate my account. The 6th agent assured me that she would get the matter finalized, however, kept putting me on hold and after being on hold for the 4th time for over 10 minutes, I asked her what was the delay to which she responded that "she was trying to process my order". At that point, I was assured that the Sprint agents are totally incompetent and unable to handle a device upgrade request. I told her that I was through wasting my time with them and informed her that I was ending the call, after which, I hung up.
I was just trying to upgrade my device based on their indication that my device "had" to be upgraded in order to function after 1/1/22.
This type of customer service is totally unacceptable. Sprint can be assured of losing many loyal, valued, customers with this type of activity. I do plan to research other carriers that are, hopefully, more competent in their customer service process.