When we asked our readers for their bad-customer-service nominees, Sprint Nextel received 98 votes out of more than 3,000 overall, ranking it eighth-worst on that list.
But when it came to the poll, Sprint was the clear loser. The Overland Park, Kan., company was given a "poor" rating by 40% of those poll respondents who had an opinion about the company. No other company had more than 30% by that measure.
Sprint's customer service was considered "fair" by 28% of respondents who rated its service, "good" by 25% and "excellent" by just 7%.
One problem the company has faced has been integrating the billing platforms of Sprint and Nextel, which merged in August 2005. "There are definitely areas within customer service where we need to improve," says Roni Singleton, a Sprint spokeswoman. "Our CEO and others all have said we're committed to doing that."
One example of progress, she says, is that Sprint has debuted a truncated wireless bill that averages three pages, down from the previous six. Sprint is moving all of its customers to a single billing platform and creating online resources, including its "Buzz About Wireless" site, which includes a customer-service-focused message board.
Add your voice to the outrage
In response to MSN Money's poll results, and in anticipation of more feedback after the publication of this story, Sprint has set up an e-mail box for Money readers to submit issues, questions and concerns. Sprint has asked that readers provide the following information:
Mobile-phone number and/or account number.
Brief description of concerns, issues or questions.
Contact phone number.
Complaints about Sprint on MSN Money's message boards centered on two crucial areas: money and time.
A few samples:
"Every month there is a mistake or over charge on my bill. I have to call customer service and I am on the phone for 1 hour. It is so bad now I actually plan for it."
"I really like it when they extend the contract without your knowing and charge you almost $200.00 to cancel the service."
"After a year and a half of being an on-time customer, I got a 'friendly reminder' phone call to see when I would be paying my bill. I hadn't even received my bill yet! When I explained as much, the woman said 'oh, we like to keep on top of these things.' WHAT?! I finished out my contract before they could re-up it without my knowledge and switched wireless carriers quickly!"
Click here to read what other MSN Money readers are saying about Sprint or to share your experiences with the company.
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