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Sprint - Nextel

Customer Service Ratings and Comments

Sprint - Nextel is ranked #9 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 121.94 out of a possible 200. This score rates Sprint - Nextel customer service and customer support as Acceptable.

NEGATIVE Comments

17 Negative Comments out of 41 Total Comments is 41.46%.

POSITIVE Comments

24 Positive Comments out of 41 Total Comments is 58.54%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Acceptable Overall Customer Service Rating
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  • I have been with nextel for about 3 years before the merged with Sprint. I`ve purchased many phones over the years for my 3 lines of service. The other day I ordered a new HTC Touch Pro 2. The store rep said sinxe the phone is so expensive they do not stock it. I ordered and paiod for it upfront and asked that store contacts me as soon as the phone arrives. Two days later I contacted the store and then went down there to pick up the phone. The girl just dropped the box off in a front of me nd ran off. I asked to have it activated, she told me to contact Sprint. I was like, hello ? Isn't this a Sprint stor? Anyway, i asked for a bag to put my phone in and left. Get to the office unwrap th ebox and there is no case. I called the store to find out if the phone actually does come with the case or not... The same girl Sprint Rep at the store that told me to call Sprint to activate th ephone says that not all phones come with the case and before I was able to say anything, she already hung up on me. I picked up th ephone and called Sprint Customer Care, th eguy apologized and suggested that I go back to the store and ask for a case and if they refuse to give me a phone case I was to contact him (sprint customer care rep) and he will ask the store rep to provide me with the case. I get down to the store at first they refused to give me the case, then the gave me the case that doesn't fit and then the finally gave me the case that sort of kind of fits but turns the phone on when I close the case. So I e-mailed Sprint Customer Care explaining that this whole scenario could`ve been avoided if they just told me that phone doesn't come with the case and that I`d happy to buy the correct case. After all, I just paid $496.10 for the phone with tax, what`s anotehr twenty five bucks gonna do ?? I then receive an e-mail where the basically tell me to go back to the same store and return the case that I took! It doesn't state stole but the context of the message basically underlines that I stole the case... So, at this point I think I`ve had enough. I`ve purchased many phones over the years, this will be the first one for nearly $500 All i wanted to know if the case comes with the case and that the store activated my new phone. Instead I ended up wasting a lot of time and money and all I got in return is this nasty e-mail telling me to go to the store for the FOURTH time.... Nah, I think I`ve had it. Now that I think about it, I can get the same phone from Verizon for $199 and looks like th eplan will be a little higher, but hell, at least they won't hang up on me and won't acuse me of stealing phone cases after they issue one.... I personally think that paying $500 for th ephone is rediculous, but I need a lot of this TP2 features and no case with a $500 phone is basically a highway robbery. I agreed to pay for the phone, but didn't agree to this unprofessionalism...

    Pissed off at Sprint 2/5/10 11:21AM

  • I have been very displeased with the Sprint/Nextel service after moving to a new resident. No reception in our new home and it's been like pulling teeth to get any satisfaction. Solution- cancel contract!!

    dcox227 12/11/09 6:34PM

  • I have been with nextel for over 10 years. I recently moved to a new address that had poor service. I had never to had to contact sprint/nextel for any problems. That's when the problems began. I can tell you that in my life time of 62 years I have never been so abused in my life. My transacton was rather simple for me. After dealing with these people I can't understand how they continue in business or how people continue to buy their product,I won't.

    stevecox428@comcast.net 12/11/09 6:20PM

  • Really no need to add a lot from other comments. They really just are not very good at what they do. Been a customer of sprint since 2001 and for the first 6 years, everything was good. Although I never had to call them because I had a basic phone and service. Since that point it's been downhill and '08 and '09 have been the worst. I would stay away from Sprint if possible. I would never recommend them.

    Callmeback 12/10/09 10:21AM

  • all I can say is don't even think about letting them do a bank draft for bill pay.
    They quadruple billed me and would not give me my money back!!!!
    I had to borrow money to pay rent!!! thank you sprint!!
    all they did was credit my bill for the next several months and then charged me a fee to process.
    I've gone with T-mobile now and couldn't be happier.. they have the nicest people on the phones T-Mobile all the way!!!!

    Anonymous 12/6/09 7:03PM

  • I can't believe that Sprint is in the Best Customer Service category. I have had too many issues to count on both hands and the reps always seem to be very rude. Please think twice before you do business with Sprint.

    anna 11/1/09 1:11PM

  • I also had been a customer of nextel and would never advise anyone in getting involved with this company. I moved and when I gave Nextel my new address they decided to keep sending bills to the old address and the new address. I called customer service many times on this issue and was always told it had been taken care of. When I decided to leave Nextel I called for my final balance was told what it was and paid that amount. Months later I started getting calls from collections Agencies about a past due amount on my account. It was the same account number but going to the old address when I explained and sent all the info on this I wouldn't here from anyone for a couple of months and then Nextel would send to another Collections agency. I would go over everything again and send the information to them a couple of months later new Collection Agency. This amount has been put on my credit report and has made it a problem with my credit, because nextel will not take the responsiblity to take care of their mistake. I am hoping this will make Nextel take care of the $239.00 on my account that has been a double bill for over 3 years. What it has cost them to put with different collections Agency and the man hours to make these calls for a mistake that is theirs to begin with is beyond me.

    Anonymous 10/7/09 1:09PM

  • Sprint Has pore custmer service. They will not answer your questions when you have them they give you the round about every time. I have been on the phone with them 4 hours to fix a problem that has been going on for 4 years. They do not stand be hind their services. you pay your bill and then next month your bill is 4 times what it's suppose to be and when you call they tell you nothing.

    Anonymous 8/29/09 11:35AM

  • I have had Sprint for a long time and while their service is basically acceptable their billing and support is certainly less than stellar. I have found that any account change is almost guaranteed to result in the next 3 or 4 months being spent trying to sort it out. There is one plus to this however, they almost always end up giving you credits to your account and they can sometimes be pretty healthy. Support is for the most part a big joke, between the reps using a script to saying that they will call you right back - yeah right and I have a bridge that maybe you would like to purchase too!! Not all of their support reps are total idiots but it seems like I have gotten more than my share of them.

    Old_guy 8/7/09 9:03PM

  • I have unfortunately been a long time sprint customer only because AT&T in my area sucks even more. I had the unfortunate experience of purchasing a few additional items that were in a sales pack. When I requested to return them they agreed to do so. HOWEVER what they did next pissed me off to no end. They then charged me full price for all the items and failed to send me the RMA kit. This went on for close to 5 months. I had to pay close to 200 dollars for these items that I did not want anymore just to keep my phones connected. At five months I had some major health issues that were allot more important to deal with than arguing with them. When I tried to call them back with the issue about 6 months later I got told that, 'because you have not called in about this for more than 3 months there is nothing that we can do'. I'll admit it I lost my cool for the first time in my life. The stress of being diagnosed with congestive heart failure, being told that technically I could die at anytime without warning and a few other problems that came up about my marriage and the immigration services giving us the run around finally came to a head. I first cussed the individual out for close to five minutes, then broke down crying and sobbing like a 2 year old boy for the next 4 minutes. Sprint had stifled any heart that the CSR had into a cold black cinder that they would still do nothing and I am sure that he/she got some small thrill at having broken a grown man. They had the compassion enough to hang up on me because I could not answer anything they asked. Admittedly this was very therapeutic to me in the end. I felt better our marriage improved as I was able to get some things off my chest. I ended up making a 'I hate sprint' modern art masterpiece from the items I wanted to return. I currently keep on top of my desk as a reminder of that time. It makes a great conversation starter.

    One other thing. I did end up contacting the AG in my state providing them with my complaint. A month later this was the ONLY time that sprint EVER sent me the only RMA package that I have ever received. Far Far to late for me to even care. In this case sprint still even after all these years of being a sprint customer receives a big fat ZERO in my book.

    Makes me wish I had recorded all those calls. I'd have loved to have posted them.

    Mknzybsofh 8/5/09 12:57PM

  • Does anyone else find it hilarious that the sprint employee who commented can't even write a complete sentence? I could barely follow that drivel. Glad I use US Cellular they are ok actually.

    Anonymous 7/31/09 7:56PM

  • Have had been a nextel/sprint customer for several years. They have have poor customer service. I needed a phone repaired, and they were to replace the phone. They had a problem within their warehouse and couldn't even say when the phone would be in. I canceled my plan with these people due to their problems with suppling a new phone. Afeter being told for several monthes I had a zero balance. I still get phone calls from collections stating I owe. I have employee names & numbers stating this they still want my money!!!! I hope no one else goes through this same problem. Now I'm told the corp. office has no phone number or fax number, you have to send a letter to a P.O.Box unbelievable.

    Beth
    Baltimore, Maryland

    bsmjem 7/14/09 8:05AM

  • I love the Sprint customer support representative who responded. Do you think that the whole 'Sprint is doing YOUR a favor by letting you have phone service' attitude might just be the problem? Damn, this industry needs a revolution.

    Anonymous 6/19/09 6:28PM

  • I had Sprint for a few years and was never happy. I always paid my bills in full on time. My problems first started when I would receive text messages from Sprint saying I owed $150 over my account... before it was even due? I would pay it because I had to have my phone.. After years of rediculous bills, even when I had an unlimited everything plan..I had enough and paid a substantial amount to end both my contracts and switch providers.

    Now... a year later.. I have a collection agency calling me to collect on "neglected payments" for Sprint. They cant tell me what its for, and Sprint of course cant tell me anything. They have never been much help explaining their insane billing methods. They have the worst costumer care Ive ever experienced.. Ive even had one of their employees push me to tears he was so rude and un-helpful.
    So I pay this money to the collection agency and hope that a grand later they will stop taking my money. I absolutely am disqusted with this company.. and there is nothing that can be done. I just tell everyone to never ever ever go with Sprint they are terrible!

    jessica 4/8/09 5:36PM

  • In December I went to Brazil and changed my plan to a lower rate ($44,99). I wasn't going to use my cel phone, just the walkie talkie (and for that I needed to have a plan). I came back after almost 2 months and call them to pay what supposed to be in the most $100, it was $800!! They said I made phone calls from Brazil to here, what NEVER happened. I basically just used my phone for the walkie talkie. The only time I called from my cel was to my husband call me back in Brazil, and it took no more than 15 seconds.
    For around 10 days I was calling Nextel to try to solve it without success- they were all the time placing me on hold, transfering me to another departments, giving me case numbers and telling me that they were going to call me back in two days... what never happened.
    After more than a week in this situation, I called yesterday, February 23rd and said that I wanted a solution, and at least I wanted to pay for what I was due to avoid service interruption (not including the international phone calls, of course). And I paid $113
    Today, I wake up and what a surprise? My service was interrupted. I couldn't believe it!
    I'm trying to do things friendly, but Nextel doesn't seem to be helpful or care about me, a customer that has been with them for at least 4 years.
    They seem not to believe in what I'm saying and prefer to loose me as a customer than solve a problem that wasn't my fault.
    What a shame!

    nptz 2/24/09 10:12AM

  • Wonder why it is when you contact Sprint-Nextel about a third party billing- ours was over $100- they can't tell you who was billing or what the bill is for...they can sure put it on the bill with no problem...they want you to do the foot work regarding tracking it down...even if it is an error on their part...how do they get away with that? Now you know why government has to regulate cell companies and make them accountable..the service person wouldn't let us talk to a supervisor...guess that's how they buffer themselves from accountability.

    A.Meadows 10/8/08 6:36PM

  • I do not have a delinquent account and can easily pay my bill. I am extremely disgusted with the Nextel service and have been for some time. My employer as well as my wifes use Nextel. My wife decided to change our personal service from Verizon to Nextel two years ago because she wanted the Direct Connect service. I did not want to change, but reluctantly agreed. I am sorry I did. I have found many dead areas (I live in Washington State) both with my work cell and personal cell. I recently went to South Dakota via Idaho, Montana, and Wyoming. As soon as I left Washington my cell service stopped. I tried to make a call and the screen said "restricted service" I contacted Nextel from my hotel phone and was told there was no Nextel service in any of those states. Good Grief! I was on a motorcycle. What if I had gotten some where in and need help? Nextel is a major carrier and recently became even bigger by merging with Sprint. How can they not have service in those states, or allow roaming? I was with two other riders who had service. One was with Verizon and the other was with a small carrier that I had never heard of and can't remember the name of at this time. My Nextel contract is up on Sept 2, 2008. I have already opened another contract with Verizon and will stop my Nextel service on the 2nd. Nextel is the worst service and I will not recommend it to anyone!

    kenboard220 8/8/08 9:59AM

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  • i would like to thank sprint for treating the customers like they are the reason that the company is in business. the other cell providers seem to have gotten to big for there own good and have forgoten to treat people with respect because without those people there is NO COMPANY!!! so thanks again sprint... from just another very satisfied customer for 2 years.

    gglcmedia 1/26/10 1:35PM

  • I just called Sprint because my phone will not charge anymore. They were so helpful. They will be sending me a replacement phone to my house overnight at no cost, and I dont even have insurance! Plus she gave me a $70 credit on my next invoice because I am a "premier customer", and I didnt have to renew my contract. This never happened when I was with Verizon.

    Anonymous 1/21/10 10:26PM

  • I havent had any problems with Sprint in the past year. The customer service has become much better. I was with Verizon before and became fed up with paying so much $ to them. I like Sprint.

    Anonymous 1/19/10 11:42PM

  • I like Sprint. I think they are fairly priced and have great reception and good customer service. When you call, try being nice and maybe the customer service reps will be nice back to you. Just my 2 cents.

    Anonymous 1/5/10 12:13AM

  • I have been with all 3 major carriers (Verizon, Sprint, & AT&T). Sprint is by FAR the best all around. Best coverage, absolute best prices, and quality customer service. At&t's reception and coverage is just pathetic, and Verizons prices are out of control for the same coverage as Sprint. I have been a happy Sprint customer for almost 2 years after ditching my iphone in the Atlantic Ocean, just couldnt take the dropped calls anymore. Sprint have AMAZING employee discounts on your service up to 35%...I would seriously look into this. My discount is 27% with Citibank!

    MattB 12/31/09 10:44AM

  • I called 877.654.9111, this is a Sprint blackberry dedicated line. They are awesome at this department. Very knowledgeable, polite, and patient. Call this # if you ever have blackberry issues.

    Anonymous 12/25/09 11:28AM

  • Hi, I just want to thank Jasmine ID#265515. She was so incredibly helpful with sending me a replacement phone for my blackberry tour which would not longer charge and she gave me a $100 service credit for being a longtime customer. THANK YOU Sprint. I have 5 blackberries on Sprint, with 3000 anytime minutes and only pay $165 per month! Gotta love Sprint!

    Anonymous 12/13/09 1:44PM

  • I was with Verizon for 6 years and I couldnt take the cost anymore, so I switched my family to Sprint. To my surprise the coverage is actually better, and the 3G speeds on the internet are MUCH faster. Customer service seems to be very knowledgeable and pleasant.

    Anonymous 12/12/09 5:54PM

  • I have been with every carrier except T-Mobile. I can honestly say Sprint is BY FAR the best reception, value, and customer service in the US. The simply everything plan is amazing. I pay $99 a month. The SAME plan on Verizon was costing me $193 a month!! I really like Sprint.

    Anonymous 11/27/09 4:23PM

  • I like Sprint. They are always nice to me, and anytime I call take care of my issues. The employees at the store seem to actually care about you as well. I have a family plan with 4 Palm Pre's.

    Anonymous 11/26/09 12:39AM

  • Never had a problem with Sprint. When I was an AT&T customer not only did the coverage suck but so did the customer service. Sprint is much better.

    Anonymous 11/24/09 12:27PM

  • Sprint's customer service is always nice and helpful to me. I love that Sprint gives you an upgrade every 12 months (they actually let me get mine at month 10) as I wanted the HTC Hero. Only paid $179.99 for it. Plus I get a 27% discount on my monthly charge, from my employee. Sprint has AMAZING employee discounts, you should all look into it.

    Anonymous 11/17/09 2:13PM

  • I was an AT&T customer for 8 years, and was fed up with their lack of coverage. I would drop calls about 10x per day on my iphone. I couldnt take it anymore. Glad to be a Sprint customer. No problems what so ever.

    Anonymous 11/13/09 4:38PM

  • I was with Alltel for many years and my bill was same until Verizon bought them out and my bill skyrocketed. I switched to Sprints Simply Everything plan and I know each month my bill will be the same and no surprises. I talk and text all day without any worries about going over.

    Anonymous 10/3/09 8:03PM

  • I have been a Sprint customer since 2002. We have a family plan and between the three of us, have had at least a dozen phones over the past seven years. We have always had excellent reception and superior customer support.

    spreng 9/30/09 8:49AM

  • Never had any issues with Sprint. Great service, coverage, and prices. 1000x better than AT&T.

    Anonymous 9/1/09 3:14PM

  • Never had any issues with Sprint. I have been a customer for about 10 months, after being with dreadful AT&T for 3 years. Very happy customer at Sprint. Hate AT&T. Just got a new Palm Pre with Sprint and I love it. My whole family has switched from AT&T to Sprint over the past year, so all our calls are free.

    Anonymous 9/1/09 2:46PM

  • They arent that bad, could be more knowledgable about the products and services they offer.

    Anonymous 8/7/09 3:54PM

  • Always have a great experience when I call Sprint. No complaints, recently switched from AT&T, and couldnt be happier. Much better reception and customer service than ATT.

    Anonymous 8/7/09 10:20AM

  • I'm always satisfied with the customer service of sprint. The hold times can become excessive, however, when I reach a person, their always nice and willing to help as much as they can.

    I have had issues where some reps don't note the call properly in what was "promised" or stated during the call but that's going to happen with all call centers.

    Anonymous 8/7/09 6:05AM

  • Always had a great expereince when I call Sprint, but an even better experience in their store. They always seem to want to make me happy!

    JostaJTF 8/5/09 10:42PM

  • I must be one of the few but I have had good luck with sprint. I have been with them for three years.

    doppler 8/5/09 6:24PM

  • I think Sprint has improved tremendously over the past couple years. Everytime I have to deal with them, they are very polite, professional and seem to resolve problems pretty efficiently. a few years ago they were pretty bad but these days, I'm very satisfied with their customer service.

    jbx 8/5/09 12:44PM

  • I had my phone unable to connect to data after an restore, I called customer service, and after being quickly elevated to an upper level tech, they were able to promptly solve the problem. In addition to the promptness, they were also quite friendly.

    testcase59 8/5/09 10:54AM

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  • I am an employee of Sprint and just wanted to respond to a couple of the negative comments on here. To the user who posted about traveling to Brazil and being charged for using the phone, you stated:

    "They said I made phone calls from Brazil to here, what NEVER happened. I basically just used my phone for the walkie talkie. The only time I called from my cel was to my husband call me back in Brazil, and it took no more than 15 seconds"

    You state you NEVER made calls, yet 2 sentences later state you called from your cell to your husband. If you make a call it is always rounded up to the minute (and that is all cell phone companies) So, if it was 15 seconds, you would still be charged for 1 full minute, and if you did that multiple times, well those 1 minute calls add up. and when he called you back (if it was on your cell, since you didn't specify) you were charged then too, even if you have a free incoming plan, international calls are not free. and once again, every company charges international long distance charges.

    ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
    My second response it to the post about 3rd party charges.

    "Wonder why it is when you contact Sprint-Nextel about a third party billing- ours was over $100- they can't tell you who was billing or what the bill is for...they can sure put it on the bill with no problem..."

    Well, 3rd party means exactly that. a different company. Honestly, I HATE those 3rd party charges too. They are tricky to figure out where or who they are coming from, and unfortunately they are not very strictly regulated if at all. Once again, this isn't just a Sprint-Nextel problem, my mom has AT&T and has the same problem. Ultimately, someone HAS to put this on your account, it HAS to be subscribed to. These can be done through text messaging OR through the internet on your computer. Did you take that IQ quiz today on facebook?? something as simple as that can sign you up, and no it didn't tell you, except in fine print at the bottom. So you may not even know your signing up for something, or another way to be signed up is if someone (maybe you don't even know them) types your number in when signing up (by accident or by picking a random number). So, if you get those stupid text messages, easiest way to get it to stop is to text back STOP or UNSUBSCRIBE. That will stop the texts and it will stop the charges.

    ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

    AND FINALLY:

    "I recently went to South Dakota via Idaho, Montana, and Wyoming. As soon as I left Washington my cell service stopped. I tried to make a call and the screen said "restricted service" I contacted Nextel from my hotel phone and was told there was no Nextel service in any of those states. Good Grief! I was on a motorcycle. What if I had gotten some where in and need help? Nextel is a major carrier and recently became even bigger by merging with Sprint. How can they not have service in those states, or allow roaming?"

    No cell company has service EVERYWHERE. NEXTEL is the smallest of the networks, and most people don't realize that even though NEXTEL is merged with Sprint, they are still 2 different networks. It is a different type of tower, signal, everything. One name, 2 types of product. Sprint, AT&T and Verizon all roam off each others towers because they are the same type of service. NEXTEL runs on a different type and therefore CANNOT roam, it isn't that we don't ALLOW it.


    BOTTOM LINE: People need to stop blaming the cell company they go through for the problems they are encountering. Most of the time it is user error, OR not fully understanding how things work or how they are charged. And I think people forget that when you call customer service, when we answer the phone, This is the first time that person has ever seen your account or talked to you, give us a chance to help you, don't immediately start cussing and screaming. I always want to help, and when I can't, it is usually because the customer doesn't want to let me.

    Anonymous 8/5/09 6:32PM

  • Hi, I am a CSR for Sprint. I know that personally I strive to provide excellent customer service and get positive feedback from customers as such. I take my time to make sure I do take care of my customers needs. Now, saying this I understand that every company has the bad apple CSRs.(see the other comment) We, as consumers, can't say that we haven't had a bad experience with any company's customer service we've talked to at one time or another. I know that one person doesn't make too much of a difference, but I know that the people I work with feel the same way, and do actually care about getting the customers problems resolved. Everyone is entitled to an opinion, as well as I, and I did leave a different Cell Co. due to poor customer service, but as I said, every company has these kind of people and problems.

    Anonymous 8/5/09 5:36PM

  • I work for sprint, and i don't give a crap about what happens to them or any other phone company, because every company phone or other is out to make money by any means necessary. I'm sure the majority of employees that work at cell phone call centers are students and young adults, that won't work their for the rest of there lives.

    Now that ia have established that the workers don't care about the customer servcie for 10 and hour, because they know it's temporary untill they finish school or get a better job.

    The American customres that call in with such ignorance, demanding to have there phones turned on, that they have not paid in three months, or every payment they made has been returned, and treathing to cancle, we don't care. A little advice to you maybe if you would try being civilized with the employess they would be more willing to help with your concerns, but when the first thing that comes out of your mouth is why my f***g phone is off, you won't get help.

    The funny thing about all this complain about sprint customre servcie, is all the complaints are coming from customres with delinquent accounts, never want to pay their bills, or can't afford to have a cell phone. Cell phones are not necessity it's a want. so if you can't offord to pay your bill don't have one, and when you can't pay your bill don't be cussing at employees.

    sprint andamericancustomeraremad 6/26/08 10:17PM



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