Sprint's Customer Service

Sprint has great service and a great line up of devices, but perhaps not so great is Sprint's customer service according to one reader. Click on to see an interesting (and rather humerous) exchange between a pocketnow reader and a Sprint customer service rep as he tries to get a fair price on an HTC Touch Pro2...

Thanks for the tip, Jason F!

Agent: Thank you for visiting Sprint. What questions can I answer for you today?
You: Hi. I'm a current AT&T customer and I'm thinking about switching carriers. I am definately looking to purchase a Touch Pro 2. I've got my choice narrowed down to either Sprint or Verizon. Verizon offers the Touch Pro 2 for $199.00 without any mail-in rebate, and you guys list it at $349.00 after a mail-in rebate. It's going to be hard for me to justify Sprint, which I would prefer, if I have to dedicate an additional $250.00 up-front. Is there any way you could match or beat the Verizon pricepoint for the TouchPro2?
Agent: I would be happy to stay with you and answer any questions if you?d like.
Agent: Let's move this window to the bottom of your screen. That way, you'll still see this web page while we chat. Please click 'Yes' to move it now.
Agent: Simply click on the white "Yes" button below and we can continue.
You: Ok.
Agent: Thank you. That should make it easier to see.
Agent: I am sorry.
Agent: You will have to get the Touch Pro 2 for $349.99
You: Or from Verizon.
Agent: Sprint has the largest voice coverage around, including roaming.
Agent: Sprint has the largest, fastest mobile broadband network.
Agent: Sprint offers more ways to get unlimited communication services, including earlier nighttime calling, mobile-to-mobile, Unlimited Text Messaging, walkie-talkie, and Sprint to Home.
You: And that's why I want the Sprint service.
You: But there's little justification for charging more for the device.
Agent: I understand that but I can not change the phone price, I am really sorry for that.
You: You guys have absolutely no wiggle room for price matching with your compedators as far as hardware goes?
Agent: I can understand your concern regarding the price but I cannot change it.
You: I understand that you probably aren't authorized to offer discounts on hardware. Is there a manager I could speak with that maybe has additional discounts available?
Agent: There are no discounts available on Touch Pro 2 as It is the latest phone that we have launched.
Agent: Would you like to get it right now?
You: There is no incentive for me to switch from AT&T to Sprint at the $349 pricepoint.
Agent: No, we do not have any incentive for that but I have a promotional code that will save you an additional $25 off your 1st or 2nd monthly bill. By ordering online, you will receive free shipping and free activation (usually a $48.95 value), along with a 30 day satisfaction guarantee! Would you like to apply this $25 savings to your order today?
You: No thank you.
Agent: Is there anything else I can help you with today?
You: Is it possible to escalate this chat to a manager, or would I need to call in to Sprint in order to speak with someone higher up?
Agent: I would suggest you to call our customer care at 1-800-639-6111 to talk further about this.
You: So, to clarify, there is no manager I can chat with via this chat?
Agent: Please wait, let me pass this chat to my supervisor so that you can talk about this.
You: Thank you.
Agent: Thank you for your patience.
You: Not a problem.
Agent: Hello, this is the supervisor. We do not price match with other provider, but yes if you do have business federal tax ID you can get a touch pro 2 at $199.99 price.
Agent: Do you have a federal tax ID?
You: No, I do not.
Agent: Sorry, it will be better you can go with verizon as you get the better deal there.
You: So, there are no hardware discounts available as incentives for switching from another carrier?
Agent: Is there anything else I can help you with today?
Agent: Yes, you are correct.
You: Any timeline on a price reduction on the TP2?
Agent: I can not commit on this.
Agent: Is there anything else I can help you with today?
You: So... to review... No kind of incentive for new customers, no kind of inventive for switching from another carrier, no pricematch with other carriers... Other than the "company line" about how great your service is, why would anyone want to switch to Sprint?
Agent: It is about a particular phone that we have a high price but we do have many other options which you can choose from.
Agent: Thank you for visiting www.sprint.com. We value your opinion and would appreciate if you can take a moment to respond to a brief survey about your chat experience. Please click here to start the survey.
You: Meaning the Palm Pre, which is the only exclusive smartphone...