Our Phone Service Disappears Entirely, Sprint Is Completely Helpless

Jay has tried everything that he can think of to get through to Sprint. After being a customer for more than a decade and living in the same house for four years with no phone reception issues, suddenly they started dropping calls at home. Their phones have been pretty much unusable for two months now. Since they don’t have a landline and phone access is kind of what they’re paying Sprint for, they’re just sad and tired and discouraged. They want help. They want to make some phone calls.

Update: Other readers have some advice for Jay and Mrs. Jay.

After a few fruitless rounds with the Sprint Consumerist Hotline, Jay decided to send an executive e-mail carpet bomb. It can’t result in any less phone service, can it?

Dear Sprint Executive team,

I have been a customer of Sprint since 2001 (XXX-XXX-XXXX) and my wife has been a Sprint customer since 2005 (XXX-XXX-XXXX) thanks so my recommendation. We have been nothing but happy with our Sprint service over that time.

Two months ago, we both began dropping calls in our home, something that had not happened ever in the previous four years of living in that home. For the last two months I have had no service in my home.

I have spent more than 20 hours on the phone (my work phone that I should not be using for personal calls) with Sprint customer service and I still no have any service in my home. My wife has had to leave our home and drive to the next town to make calls more than 10 times over the last two months and in addition I was asked by my company’s IT department why my usage has gone up so dramatically over the last two months (and my boss was copied on that e-mail).

I have been extremely patient over the last several months as several excellent customer service reps have been trying to help but I have been told at least 6 times that my service would be restored within the next few days and each time it was a broken promise.

This all came to a head for me yesterday when I needed to speak to my wife because her mother called me at work because there was a health scare in her family and my mother-in-law couldn’t get in touch with my wife by phone. I had to leave my job, drive 30 minutes to my home because this wasn’t the kind of news you send by e-mail, it was the kind of news that you need to be able to speak to someone about.

I’m tired, I’m just tired. I have spent so much time on the phone and no one can help me get my service restored. I have tried going through the normal customer service channels, but I no longer have the energy to do that.

If you’ve had a similar experience with Sprint and got them to fix us, please let us know and we’ll pass your ideas on to Jay and Mrs. Jay. Could they be forced to change carriers? Maybe, if this continues.