Sprint Customer Service now has ONLINE CHAT!

Nice welcome to the club

 

This is the worst online chat help service I have experienced. The advisors (always named "Jessica") never know anything. I have been repeatedly cut off by the online chat system for no apparent reason. I have tried to ask questions regarding my phone, plan, and optional services, and have been given answers that are inconsistent with the website. When I questioned the inconsistencies, I got cut off the chat. I was hoping this was a fast alternative to calling customer care or visiting a store, but it's absolutely hopeless. Of course, once my chat has ended, there is no way to have the transcript emailed to me, or even see it again. It just disappears as if it never happened.

 

i've only used it once and the service was fine.....had my question answered and the rep was very friendly.....

 

That is the same thing with ATT chat actually (theJessica part at least)

 

That online chat service is beyond useless. I've tried it and was left wondering if I am even talking to a human or to a bot - the answers had very little to do with my specific questions.

Hmm, since the bot is always named "Jessica", maybe it a fembot :lmao:

 

well when i did it i was def not talking to a bot.....thats for sure....and the name wasnt jessica....

 

I tried to get on there and followed the instruction I still cant locate the icon/./

 

well if you're on ENSEMBLE and you just log in to your account there should be a link in the upper right hand corner somewhere...............just look through your account stuff

 

it didn' work, i guess they changed the page. will you post a new thing?

 

Go to the main Support page at Support - Sprint Support and then there is a chat icon near the top-right corner of the page.

It seems the site is having some problems at the moment, because I can only get it to pull up a server-side error page no matter what page I use to click on the chat icon. Hopefully the web designer will get that fixed soon.

 

yeah i got that when i checked like 3 or 4 days ago

 

So I have not seen online chat in days...that didn't last long

 

Oh well that is good. I haven't seen the link to the chat from my account manager so I was thinking maybe they got rid of it already.

 

Sprint Chat

Nope, live chat is still alive and kicking. The hours are 8 - 11 Mon - Fri, 10 - 7 Sat - Sun.

 

04/24/2008 10:49:42AMSystem: "Please hold and the next available agent will be with you shortly."
04/24/2008 10:52:39AMSession Started with Agent (Laketha)
04/24/2008 10:52:43AMAgent (Laketha): "Thank you for contacting Sprint, my name is Laketha."
04/24/2008 10:52:54AMAgent (Laketha): "How may I assist you today Stacy?"
04/24/2008 10:53:08AMStacy: "I have a palm centro"
04/24/2008 10:53:23AMStacy: "and I have prblems getting my text messages"
04/24/2008 10:53:50AMStacy: "I can send, and sometimes I get them, sometimes I don't sometimes I get the same text over and over and over at all hours of the day and night"
04/24/2008 10:54:00AMStacy: "this especially happens with picture mail"
04/24/2008 10:54:13AMStacy: "the phone also siezes up or locks up for no reason"
04/24/2008 10:54:39AMStacy: "I've only had this phone since december and I have had all of these problems fromthe beginning and no one will helpme"
04/24/2008 10:54:48AMAgent (Laketha): "May I ask how long you have been having this problem?"
04/24/2008 10:54:57AMAgent (Laketha): "Sorry."
04/24/2008 10:55:02AMStacy: "I just told you ALWAYS>> SINCE DECEMBER"
04/24/2008 10:55:32AMAgent (Laketha): "May I ask if you have taken the phone to a Sprint repair store to have someone look at the phone?"
04/24/2008 10:55:52AMStacy: "yes, and they had no clue.. told me to call palm"
04/24/2008 10:56:11AMStacy: "I have spent HOURS with support on the phone and everyone blows me off"
04/24/2008 10:57:45AMAgent (Laketha): "So you have also spoke with Technical Support too?"
04/24/2008 10:57:45AMStacy: "Now I just mapped out my coverage area and it seems I was sold a service I can't really even use since my HWOLE WORLD is in roaming according to your map it deal"
04/24/2008 10:57:55AMStacy: "yes"
04/24/2008 10:58:11AMAgent (Laketha): "May I ask if you have insurance coverage on the phone?"
04/24/2008 10:58:19AMStacy: "yes I do"
04/24/2008 10:59:13AMAgent (Laketha): "Did you try speak with Asurion Insurance at (800)584-3666 to see if they would just replace the phone?"
04/24/2008 11:00:16AMStacy: "if I have to replace it I can tell you I DONT WANT another centro. It SUCKS... also, how will exchanging the phone change the fact that ya'll sell phones for areas that you HAVE NO COVERAGE"
04/24/2008 11:01:08AMStacy: "additionally, an Insurance claim costs money.. I already paid out the ears for this phone WHICH DOESN"T WORK AND NEVER HAS"
04/24/2008 11:01:38AMAgent (Laketha): "If there is a problem with the phone, you should not have to pay anything to have it replaced."
04/24/2008 11:02:14AMStacy: "ok then what? I wait how long? Im how long with out a phone?"
04/24/2008 11:03:43AMAgent (Laketha): "I apologize, however I am not sure how long the insurance company wait period is. There may not be a wait at all."
04/24/2008 11:04:35AMStacy: "and when are ya'll going to acknowledge the fact you are selling people a service in areas where you have NO COVERAGE... which means they are forever in roam .. which means it's COSTING THEM BUCKETS OF MONEY!!"
04/24/2008 11:05:11AMStacy: "SO your answer is a non answer... I can see if MAYBE Insurance will replace the phone BUT that may or maynot resolve some or ANY of the issues Im having?"
04/24/2008 11:05:58AMAgent (Laketha): "This chat has become unproductive. If you would like further assistance, please refrain from yelling."
04/24/2008 11:07:09AMStacy: "I'm not yelling, I'm typing. And I would think that you could understand my level of frustration. I'm paying for something that doesn't work and I have been doing so for 5 months and no one cares."
04/24/2008 11:08:28AMAgent (Laketha): "I do understand your frustration, and I am suggesting everything I can think of to help you resolve your problem with your phone, however you a not even giving me a chance."
04/24/2008 11:09:13AMStacy: "ok so where do I take my phone? and how do I get out of beingin roam always?"
04/24/2008 11:10:21AMAgent (Laketha): "May I ask under roaming on your phone, what is your phone set to?"
04/24/2008 11:10:48AMStacy: "huh?"
04/24/2008 11:11:08AMStacy: "its set to allow roaming"
04/24/2008 11:11:24AMAgent (Laketha): "Under setting, you should have a roaming tab, what is your roaming set to?"
04/24/2008 11:11:29AMStacy: "if It isn't set to allow, I have no service at all"
04/24/2008 11:11:56AMAgent (Laketha): "May I ask if you have it set to Sprint Only?"
04/24/2008 11:12:25AMStacy: "No I do not.. because if it is set to home network or sprint only I have no service"
04/24/2008 11:12:27AMStacy: "at all"
04/24/2008 11:12:37AMAgent (Laketha): "Ok."
04/24/2008 11:12:42AMAgent (Laketha): "One moment please."
04/24/2008 11:16:09AMAgent (Laketha): "Thank you for your patience, I will be with you in one moment."
04/24/2008 11:16:56AMStacy: "k"
04/24/2008 11:17:46AMAgent (Laketha): "Do you have any further questions?"
04/24/2008 11:17:58AMStacy: "uhhh.. no"
04/24/2008 11:19:17AMAgent (Laketha): "I do apologize that I am not able to resolve your issue with your phone service. However, I recommend that you have a technician look at the device or have it diagnosed to see what the issue is."
04/24/2008 11:19:40AMStacy: "a technician where?"
04/24/2008 11:20:42AMAgent (Laketha): "I will be happy to locate one for you."
04/24/2008 11:20:54AMAgent (Laketha): "May I have your zip code please?"
04/24/2008 11:20:58AMStacy: "75644"
04/24/2008 11:22:01AMAgent (Laketha): "Thank you."
04/24/2008 11:30:55AMSession Started with Agent (Shanti)
04/24/2008 11:31:15AMAgent (Shanti): "Thank you for contacting Sprint. My name is Shanti. How may I assist you today?"
04/24/2008 11:32:52AMStacy: "well Laketha was supposedly getting me a location of a techniciam"
04/24/2008 11:33:11AMAgent (Shanti): "I am reading the previous chat session, than you for your patience."
04/24/2008 11:37:31AMAgent (Shanti): "Stacy, first please allow me to apologize for the way you were treated, that was so wrong. '"
04/24/2008 11:37:59AMAgent (Shanti): "I am going to pull up your account, one moment please."
04/24/2008 11:38:16AMStacy: "I appreciate that, I just want some resolution here it's been going on for too long and I feel like I'm paying for a service for nothing"
04/24/2008 11:40:54AMAgent (Shanti): "Stacy, I see this is an employee account, did you know we do not have access to your account."
04/24/2008 11:41:18AMStacy: "no, I thought phone issues were phone issues"
04/24/2008 11:41:33AMStacy: "my dad set this up, as a christmas gift"
04/24/2008 11:41:53AMAgent (Shanti): "No, see we can not assist you, unless we have access to the account, however this is what I am seeing."
04/24/2008 11:42:19AMAgent (Shanti): "You mentioned the phone is always in roaming, correct?"
04/24/2008 11:42:38AMStacy: "yes unless I get 10 miles form home"
04/24/2008 11:43:05AMAgent (Shanti): "That is the reason for the texting doing what it is doing."
04/24/2008 11:43:28AMStacy: "but why then can I get them sometimes and get the same ones over and over"
04/24/2008 11:43:40AMStacy: "I got one text message 10 times over a period of 3 days"
04/24/2008 11:43:50AMAgent (Shanti): "I will give you the number for Employee Services, I apologize, however that is the next step , there is nothing we can do here, because we do not have access to your account."
04/24/2008 11:44:24AMStacy: "and if the roaming keeps me from getting them... why can I send them? and why can my dad who is obviously also with sprint be sitting in my home, also in roaming and get text messages no problem"
04/24/2008 11:44:39AMStacy: "ok fine"
04/24/2008 11:45:38AMAgent (Shanti): "That is a great question! What type of phone does he have?"
04/24/2008 11:45:45AMStacy: "a treo"
04/24/2008 11:46:12AMStacy: "it is that type of thing that keeps bringing me back to the centro being problematic"
04/24/2008 11:48:26AMAgent (Shanti): "How long have you had this phone?"
04/24/2008 11:48:35AMStacy: "since december"
04/24/2008 11:48:45AMStacy: "when they fisrt came out"
04/24/2008 11:49:36AMAgent (Shanti): "I am going to give you the Employee Accounts Number. But first, I would like to look that phone up to see if there are any known issues regarding this, would that be all right with you?"
04/24/2008 11:49:55AMStacy: "the phone was originally prosioned with a 972 area code number....."
04/24/2008 11:49:59AMStacy: "yes thats fine"
04/24/2008 11:50:13AMAgent (Shanti): "What is it now?"
04/24/2008 11:50:23AMStacy: "anyway, we had to call and have it provisioned with the correct area code and it all went down hill from there"
04/24/2008 11:50:27AMStacy: "903 now"
04/24/2008 11:54:02AMAgent (Shanti): "What model, is it 700wx or another model?"
04/24/2008 11:54:13AMStacy: "umm mine or his?"
04/24/2008 11:54:41AMAgent (Shanti): "Yours please. This can be found in you online account."
04/24/2008 11:54:56AMStacy: "k one sec"
04/24/2008 11:56:44AMStacy: "it just says palm centro"
04/24/2008 11:58:31AMStacy: "the software is centro 1.05-SPNT"
04/24/2008 11:58:35AMAgent (Shanti): "Thank you, The next step will in fact be as specified above. Here is the number you are needing."
04/24/2008 11:58:49AMAgent (Shanti): "Please contact Employee Accounts at 888 503 3078. I apologize for the inconvenience, however we do not have access to your account."
04/24/2008 11:59:18AMAgent (Shanti): "Stacy, I apologize for not being able to assist you with this any further."
04/24/2008 11:59:33AMStacy: "ok thanks"
04/24/2008 11:59:37AMAgent (Shanti): "Do you have any further questions?"
04/24/2008 11:59:38AMSession Ended`

 

^
After I read most of this it sounds like they did all they can and in the process you wasted an hour of your time.

 

why did the session switch reps?

 

I was wondering the same thing.

 

Yeah, if you have an employee account why did you attempt help outside the normal employee channels?

 

Wow, after reading that, kind of regret applying for the job I got at the Sprint call center here. Just hope I don't turn out like that and can actually help people.

 

Be the change you want to see.:wink:

 

I've been hearing from various sources that Sprint's customer service overall has been improving in 2008.

 

Only time will tell.

 

i've been hearing likewise

 

just call warranty. i dont understand why they dont recommend that. do sprint phones not come with warrantys?

 

Sure but you have to pay a monthly fee I believe.

 

really? wow~! i thought all companys gave warranty's for free. that is crazy!

 

Well I tried using the online chat this morning to get some info about roaming in Canada, and I must say that it was 100% useless. Check out this gem:

04/26/2008 10:28:25AM Jason: "yeah, I would like some info on Roaming rates while in Canada"
04/26/2008 10:31:15AM Agent (Crystal J): "Are you a nextel or sprint phone owner?"
04/26/2008 10:31:20AM Jason: "Sprint"
04/26/2008 10:33:20AM Agent (Crystal J): "Sprint is launching a new rate for Canada Roaming for iDEN and CDMA customers. The rate is $0.59 per minute. Canada roaming includes the following calls: While in Canada (origination) to another Canada phone number (termination). While in Canada (orig"
the chat transcript for some reason leaves out a bunch of gibberish here
04/26/2008 10:34:54AM Jason: "is there any information about SMS use in Canada?"
04/26/2008 10:35:28AM Agent (Crystal J): "The same applies to the account if you are sending text messages."
04/26/2008 10:35:50AM Jason: "I meant pricing info"
04/26/2008 10:38:18AM Jason: "hello?"
04/26/2008 10:39:33AM Agent (Crystal J): "While in Canada if you have a text package the phone will still be charged as the package for text messaging. If your phone roams while you are texting the same charges as mentioned above will be conducted."
04/26/2008 10:40:40AM Jason: "So if I understand you correctly, since I have unlimited SMS on my account for Sprint service, that applies to Canada as well> There will be no charges?"
04/26/2008 10:42:17AM Agent (Crystal J): "Yes, unless when you are texting, just like if you make a call the phone roams."
04/26/2008 10:42:43AM Jason: ""unless when you are texting"? i dont understand that"
04/26/2008 10:42:51AM Jason: "what is the price for sending or recieving an SMS in canada"
04/26/2008 10:45:17AM Agent (Crystal J): "Sometimes your phone can roam and you may not know it. A lot of times when you access the phone for different activities that may cause the phone to roam."
04/26/2008 10:45:37AM Agent (Crystal J): "There is no roaming text message plan."
04/26/2008 10:46:15AM Jason: "useless....goodbye"
04/26/2008 10:46:17AM Session Ended

...Brilliant...