
How the 108-year-old telcom giant stole my money, ruined my weekend, and drove me insane.
[Update #1: An Open Letter to Sprint CEO Gary Forsee]
[Update #2: Satisfaction Granted]
My Friday night was ruined before it had begun. Between 7:45pm and 1:15am, I would talk to seven different Sprint customer service representatives. My bill, which was $630 higher than expected, would be deemed both "an obvious computer error" and "completely valid." I would be transferred and hung-up on and stranded on hold. One time I'd even be called back. I would be told I was the victim of a scam; I would be accused of concocting one.
I would be told nothing could be done and I would be lobbied to upgrade my text-messaging plan. I would strangely bring up the Saddam Hussein hanging, just making conversation.
And I would keep a running diary to document the madness.
6:52pm: While watching a documentary about the 1999 St. Louis Rams on my iPod, I receive this email from my wife: "Sprint has charged you another $600 for the BlackBerry you are now reading this on." This kills the good feelings born from Kurt Warner's improbable rise.
7:30pm: Now off the bus, I practice verbally jousting with Sprint Customer Care. I play all roles. Talking to yourself in your car is not crazy, I decide.
7:39pm: At home I see the mess that is my Sprint bill. But at least I can read it. Our first three bills were printed in Spanish.
7:45pm: Dialing Customer Care.
7:46pm: I am told all customer service representatives are busy assisting other customers.
7:48pm: I am told all customer service representatives are busy assisting other customers.
7:50pm: (Again.)
7:51pm: I am now talking to Anna, who is most likely from Canada. (I will later learn that everyone I spoke to was in Canada. They're probably all in the same room, cackling with glee.)