Just TRY to get a signal - I dare you!
Written: Mar 28 '02 (Updated Apr 05 '02)
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Pros: free options, online account management, diverse plans and phones
Cons: dropped calls, hard to get a signal, long wait for customer service
The Bottom Line: Sprint is coming a long way in terms of plans and customer service, but really need to work on their signal problem.
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| longislandlady's Full Review: Sprint Mobile Phone Service in New York |
UPDATE on 4/06/02: I've updated the Phones section to include new information.
This is a VERY long review. I tried to include everything that I feel is useful to someone who is considering going to Sprint. If I've missed anything, please just let me know and I'll add it.
WHY I CHOSE SPRINT
I've had Sprint for about 2 years now. There was only one reason that I signed up with them: because my credit wasn't that great and they were the only ones who were willing to give me a phone. Well, it didn't come cheap though. If your credit is less than perfect, you have pay a deposit of up to $125 (depending on how bad your credit is) which goes towards your account spending limit. So, it's sort of like getting a "secured" plan. If your bill goes over the prepaid limit, you'll get cut off, which is fine as if you don't go over your minutes too much and pay your bill fairly on time, you should never go over that limit (I never did).
They tell you (talk is cheap) that after a year, if you are in good standing with them, you'll get that back as a credit on your bill (*insert laughter*).
MY FIRST YEAR WITH SPRINT - A ROCKY START
I ordered the phone and service from their web site, which was a huge mistake because they had neglected to mention that the phone I had chosen was extremely outdated and I had problems with it from the moment I opened the box. Unfortunately, as I had ordered it online, I could not just go to the Sprint store 2 blocks away from me and have it replaced (although I was told by customer service that I could "try") and so I had to constantly call them back trying to get answers and help. Actually, at one point, I was just calling back because it was fun as every person I spoke to told me a completely different story (one person told me that it wasn't the phone that couldn't get a signal, it was because I lived in an area with buildings....so in other words, I had to move to the middle of the ocean where there were no buildings) and gave me a different phone number to call as I was always "in the wrong department" and when I'd call that number, I'd always end up back in the same "wrong department."
Well, eventually, I was able to return the phone and get a new one, a more up-to-date phone, and everything was fine.
Now, back to that $125 deposit. About 10 months into my service with them, I received a congratulatory letter advising me that I no longer had a spending limit and was now officially a normal cell phone service customer. Unfortunately, there was no check for that $125 deposit or any mention of it. I waited several months afterwards and no credits had been applied to my bills. After calling customer service to discuss it, I was told that I had already received it. After wondering if maybe I had been in a coma recently and missed the invoice with the credit, I asked her to pinpoint which invoice displayed this credit. I heard paper rustling in the background (aren't they computerized?) and a lot of "ummmmm"s and "uhhhhs" and she pointed out all the months in the year ("ummmmm, April was (paper rustling), uhhhhh, ummmmm, March (paper rustling), well....ummmm", etc.) and by the time she re-taught me all the months in a year, I had a headache and just wanted to get off the phone.
Score one for Sprint.
Buy hey, I was a full customer of Sprint now - great - except that before I could miss a payment for a month if I needed to as long as my bill didn't go over $125, but the fist time I didn't make the payment on time afterwards, my service was shut off. I was really starting to miss being on the spending plan. Unfortunately, I had no idea that my service was turned off until I tried to make a call on the way to work - when my call was rerouted to customer service. The representative asked me why I did not make the payment. I simply told her that I had financial difficulties for the moment but had every intention of paying them. She wanted specifics. She wanted to know what my financial difficulties were. I told her that I'd print out my budget and send it to her later, but asked could we please discuss the problem of getting my service turned back on. She informed me that I had to pay the past due balance, which I was fine with. She wanted me to make the payment over the phone and I informed her that I could not do that at the moment. She insisted on knowing why. I explained that I was currently on the train and was not going to give out my credit card information to everyone on the train and she got upset, asking me why. I started looking around for the hidden camera, thinking this had to be a joke. Finally, we agreed that I'd call in later with the payment information and she'd turn my service back on for me in a few minutes. Then she proceeded to give me a lecture of how if I don't call in with that payment later on, my service will be shut off again and that Sprint will no longer trust me to make payment arrangements with them.
She must be friends with my mother.
PLANS/OPTIONS
They offer a wide variety of different plans with different free options (such as wireless web, extra night and weekend minutes and long distance), which I really can't outline as they constantly change. Their current plans are only available until April 27th, so then I'd have to come back after April 27th and relist all their new plans. There's not enough Advil in the world to help me do that...sorry. However, their plans always include such features as:
* voice mail and numeric paging (the caller has the option to either leave a voice mail or send you a numeric page)
* call waiting
* call forwarding (10 cents a call to actually use)
* three way calling
* caller ID
* directory assistance (for $1.25, although they allow you to get up to 3 requests per call and will dial it for you)
They have extra services and usually offer you one free one with your plan. However, you can only select Wireless Web ($10.00/month otherwise), extra night and weekend minutes ($10.00/month otherwise), or long distance (the rate per minute for long distance if you don't have that as a free option depends on what plan you have). They also offer the following extra services (btw, I'm just copying and pasting most of this this from their website to save some pain in my fingers):
* Sprint PCS to PCS Calling (receive additional minutes per month to make nationwide calls from your Sprint PCS Phone to another Sprint PCS Phone) for $10.00/month
* Ringers and More (if you have a phone capable of using this service) for $4.00/month
* Roaming (receive additional off-network roaming minutes for use when traveling off the digital Sprint PCS Nationwide Network. Additional per-minute charges apply for domestic long-distance calling) for $9.99/month
* Sprint PCS Mexico Long Distance (call Mexico for anywhere from $.22 to $.54 per minute plus local airtime from anywhere on our digital nationwide network for $3.00 per month
* Equipment Replacement Program (protect your Sprint PCS Phone and a range of accessories for up to 2 replacements per year) for $4.00/month
* Sprint PCS Voice Command (with Sprint PCS Voice Command, you dial calls just by talking. You can create a personal address book of 500 names that will respond to any voice and can be used with any Sprint PCS Phone) for $5.00/month
* Sprint PCS Canada Long Distance (call Canada for just $.12 per minute plus local airtime on calls from your Sprint PCS Phone to Canada while on the Sprint PCS Nationwide Network) for $3.00/month
* Roadside Rescue (with Roadside Rescue through Sprint PCS, you can deal with common mishaps that can throw a wrench in your schedule 24-hours a day, 7 days a week) for $4.00/month.
So, as you can see, they have something for everyone and definitely offer an outstanding variety of plans and options.
PHONES
There are many phones available for use with your Sprint service and they all seem to have some really nice features, although some of them seem very overpriced. Unfortunately, you Nokia lovers will have to go elsewhere as they are not compatible with Sprint's service. It seems that most of the Sprint phones are made by Samsung, which makes a very good quality phone.
[Update: You can view all the latest phones available for Sprint's service at at the following address, which you can copy and paste into your browser:
http://www1.sprintpcs.com/explore/PhonesAccessories/Phones.jsp
They not only show you the phone's price and detailed information about each one, but they have also added a little section that, in java, shows a picture of the phone which you can rotate horizontally to see all sides of the phone. Also, you can see how long the phone is in inches and see what the phone looks like open and closed. Nothing earth-shattering that will make you stand up and sing, but I think it's a nice feature.]
SERVICE
Dropped Calls
In my experience with Sprint, there are 2 definitions I have for dropped calls. One, when you are on a call and suddenly are disconnected, and the second when you drop (well, throw, slam down, whatever) your phone after being frustrated for yet another dropped call!
Sprint definitely lacks in this department and I don't know anyone that's had Sprint service that disagrees. And if it's really true that it's because of the buildings around it, then I guess we all will have to pick up and move to the middle of the ocean!
Signal
I have yet to figure out where I can and cannot get a signal. It's always different. I've lived in a basement apartment where I could always get a full signal with no problems, but yet if I wanted to sit outside and make a call, I had a better chance of getting attacked by a swarm of locusts!
And the phone plays tricks on you. The phone will show a full signal, but when you try to dial, it just hangs and then finally beeps and shows "no service available", in which the signal bar suddenly drops down to nothing and you wonder how many Sprint employees are currently laughing at their little trick on you.
Additionally, whenever I go to a store, say Walmart, I'm jealous of all the other people walking around, happily talking on their cell phones while I get to do the Sprint dance, which consists of moving the phone up, down, left, right, under my leg, over my shoulder, etc., until there's finally a signal. Then, reaching over while I carefully move my ear to as close to the phone as I can get without moving the phone, then quickly (but carefully) reaching over with the other hand to dial the number and then STOP! I can't move, I can't breathe (because that might create a wind that moves the phone from it's current position) and while standing as still as possible, make my conversation as brief as possible because at any moment, the call will be dropped. That's the point where I do my special "dropped phone" dance and people avoid me like the plague because they think I'm crazy.
Oddly enough, when someone calls that I really don't want to talk to, when I really look forward to the call being dropped, I get a full signal and am able to have a looong conversation, no matter how much I move around.
Score two for Sprint.
Clarity
I've found that this really depends on the phone used. I've never had static of any kind (Sprint really does live up to their "static-free" claim), but I did have a problem with echos. About 50% of the time, I'd hear an echo of whatever I said. At first it was fun, I felt like I was on a mountain and would yodel to hear the echo (unfortunately, that was not fun for the person I was talking to), but then it just got annoying. When I got tired of the phone and bought a new one, that problem stopped and now with my current phone, the clarity is amazing. It sounds better than my home phone!
CUSTOMER SERVICE
Well, that's a hard call. They offer many options for customer service. You can go to their website, take a trip to the nearest Sprint store , call them through your cell phone (when you can get a signal) or through a toll-free number.
On Their Website
This is the best way to find out what you need. The address is sprintpcs.com and I feel it's laid out very nicely and easy to find your way around. I'm not going to go into a detailed description of everything you can find on their main site as I think I should leave room on the epinions server for other people who write reviews, but basically, you can see what plans, service and phones are available, order new plans and/or phones, gets news and information, activate a phone (for a fee of $34.99, but that only applies to your first phone. If you are just transferring your service to a new phone, it's free), find a retailer near you, or log into their online account manager.
I only use the online account manager, unless I have a question not covered on their site and it saves a lot of trouble and time. There are times when the server is just too busy and I can't log in (which usually lasts for up to 24 hours), but for the most part, it's awesome. As soon as you log in, you go to the welcome page which lists everything about your service and plan, separated by categories in these little boxes. These are the boxes I get when I log in.
My Phone
Shows you the make and model of your current phone, as well as a picture of it (which I don't get, if I want to know what my phone looks like, I can just look at my phone!). It has links to view what accessories are available for your phone, which you can purchase directly from the page, and a link to download a user guide for your phone.
My Planner
Links to your address book, calendar, how many wireless web mails you have (Sprint gives you a free email account - xxxxx@sprintpcs.com) and a link to the mail site to read them, how many wireless web messages (text messages that people can send to your phone) and and a link to read them as well, and wireless web shortmail (I'm not even sure what that is). Keep in mind that this will probably vary for everyone, depending on the service/phone you have.
In The Spotlight
Links to the featured products and service and the "message of the day" (the current one is to inform us that the voice mail indicator lights won't turn off unless you delete or save your voice mails).
My Wireless Web
Keep in mind that you have to subscribe to this service (as either the free option or add it as an extra service) to see this box). When you access the web on your phone, there is an option for "My Wireless Web" which is where you can customize what categories you want and what web sites you want for those categories. You can customize it here as well.
My Options
This is where you can see what plan and services you have, a link to download new images/ringers if you have the Ringers and More option, and a link which will take you to a page that shows in detail all the options you have and allows you to change them.
My Current Usage
A link to take you to what minutes you have in your plan, how many you have used and how many you have left.
My Invoice
There is a link which will take you to an online version of your actual invoice and another link which will take you to the page where they have many options for you to pay your bill. You can pay online with a credit card or check, or find out where to mail your payment or where to pay in person. Sprint offers you so many options to pay your bill, just to ensure that you don't miss a payment. How nice of them!
Help
A link to take you to their Help page, which you can find answers to just about any question you have.
My Storage Box
This is where you can store the other boxes if you don't want to view all of them when you sign in. All the boxes have little "x"s in the corner. If you click on one, it will list it in this area and remove the full box from the page and all you have to do is click on it in this storage box to see it again. As everything is laid out so well and easy to see without scrolling down much, I never use this, but it's a cute little feature.
Just one more note about this page. You can rearrange the boxes in any way that you want, so that what is most important to you is at the top.
At the Sprint Store
I've only gone to them once - to buy a new phone. I found the representatives very nice, very helpful and very knowledgeable. However, I have heard from many people that they have long lines and that the reps were not nice or helpful, so maybe it just depends on what store you go to and what mood the rep. is in when you get there.
Through Your Cell Phone
You can access customer service by dialing *2 from your phone. You get connected to "Claire" which is a voice activated help system. A woman's voice politely tells you that all you have to do is say what you want (such as "account information" or "customer service representative"). And I guess you can tell her off if you are frustrated with another dropped call, but I've never tried it so I don't know what the reaction will be. Anyway, I've used this only when I didn't have access to a computer and haven't had any problems, except when needing to talk to a live person. That's another complaint people have - LOOOONG hold times. I've even had an instance where someone picked up - I could hear the woman talking to her friend - and when I yelled out "Hello???", she promptly put me back on hold until I gave in and hung up.
Score three for Sprint.
However, I have found a way around this that sometimes works. When it prompts you to put in your cell phone number, I either don't put anything in or put in a wrong number (such as "555-555-5555") in which I guess that they assume that you are a new customer and don't have a Sprint phone number as I would immediately get connected to a representative then. You might want to try it, but I can't promise that it will work - I think they are catching on to me.
Through Their Toll-Free Number
The number is: 888-211-4PCS (4727). You get connected to "Claire" just as you would if you dialed from *2 from your phone. They both go to the same place.
Since the whole 3rd degree about my financial difficulties that I mentioned in the beginning of this review, I've never had any problems with customer service reps. They've always answered my questions (or at least put me on hold for a very short time to check with someone if they didn't know the answer themselves) honestly and have never been rude to me. Whenever I've changed my service plan, it's always gone through without a hitch, so I really can't complain about that (darn, no fun!)
WHY I RECOMMEND SPRINT
Despite the dropped calls and lack of a signal, I really do like Sprint. Why? Well, they still have my $125! No, seriously, their online account manager alone is enough to keep me as a customer and the new phone that I have now is a lot better on the dropped calls issue, but the biggest thing is their flexibility. I can drop options and change plans at any time I want - no questions asked or fees added and I don't even have to talk to someone to do that. I heard that they are coming out with a whole new network which is supposed to be much better, so I'm hopeful that the signal problem will improve. I love the phones they offer and the many options to pay my bill, as well as their flexibility if I am having problems and can't pay them for awhile (they have always given me fair payment plans when I've needed it). If I don't make a payment within a certain amount of time, they contact me through my cell phone (never my home or work phone) and have never treated me like a deadbeat (well, not since that first time).
Here is their website and phone number again:
www.sprintpcs.com
888-211-4727
And now, lastly, I'm done. Again, please let me know if I've missed something.
Recommended:
Yes
Amount Paid (US$): 49.99/month
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Epinions.com ID:
longislandlady
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Location: Holtsville, NY
Reviews written: 7
Trusted by: 2 members
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