So why haven’t I heard of other people experiencing my problem if it is a nationwide issue?
Before showing you today’s online chat with Sprint, I’ll attempt to catch you up on what has transpired since my last blog post.
Last Monday I had a marathon online chat with Customer Service, where they finally agreed to give me a new phone number to test. With the new number everything worked brilliantly, so I reluctantly agreed to change my phone number and contact all my family, friends, creditors (ok, so I haven’t contacted my creditors yet). Everything worked great Monday…Tuesday…Wednesday…and then mid-morning on Wednesday, everything stopped again, just like the first time. Back to Customer Service Wednesday night. They are clueless. But they will submit a request for an investigation and get back to me. Since nobody ever did get back to me (why am I not surprised), and it is already Saturday…off to Sprint chat I went.
Here is my latest chat with Sprint customer service:
System
Connected to Sprint Web Chat Server
1:37:54 PM
System
Session ID: 2995870
1:37:59 PM
System
Please hold and the next available agent will be with you shortly.
1:38:00 PM
System
Chenise has joined this session!
1:38:00 PM
System
Connected with Chenise
1:38:00 PM
Chenise
Thank you for contacting Sprint. My name is Chenise, how may I assist you today?
1:38:27 PM
Alli Flowers
Yes please. Frank was going to help me, but I guess he got so engrossed in reading my account notes that the session expired before he got back to me.
1:38:56 PM
Alli Flowers
So please take no more than 5-10 minutes to look at my account notes so you’ll be up to date on what’s going on.
1:39:25 PM
Chenise
I will try my very best to help you with this issue, please give me a moment to look into it.
1:39:34 PM
Alli Flowers
Thanks.
1:41:50 PM
Chenise
Do you have any further questions regarding our plans
1:42:05 PM
Alli Flowers
Well, yes. I was hoping to know if you had any plans.
1:42:16 PM
Alli Flowers
Or if I’m just out of luck here.
1:42:35 PM
Alli Flowers
I also wanted to pass on a link to your network engineers, as I believe your network has been hacked.
1:42:37 PM
Alli Flowers
1:42:37 PM
Chenise
I will locate the plans and send it one moment please
1:43:40 PM
Alli Flowers
You mean someone has written out a plan as to how they are going to solve my account issue?
1:47:26 PM
Alli Flowers
Hello?
1:47:56 PM
Chenise
I am viewing the plan to send you , I will be right with you shortly
1:48:41 PM
Alli Flowers
ok
1:51:26 PM
Chenise
Alli, I have read the notes of the account as well
1:51:41 PM
Chenise
Please explain to me what your exact needs are so I can meet with today
1:52:02 PM
Alli Flowers
My exact needs are to receive sms from short codes. The same need it has been for 3 weeks.
1:52:40 PM
Alli Flowers
So what is this plan of which you speak?
1:53:17 PM
Chenise
I do apologize, I have read that and understand that the information regarding national texting limitation we are experiencing
1:53:32 PM
Chenise
We are doing everything to correct the problem concerning this matter
1:53:45 PM
Alli Flowers
So you have determined it is a network issue?
1:53:52 PM
Chenise
8020 has been removed, I do apologize
1:53:57 PM
Alli Flowers
8020?
1:54:01 PM
Alli Flowers
Huh?
1:54:07 PM
Chenise
Please disregard that last comment, I do apologize.
1:54:36 PM
Chenise
Yes, currently we are having limitations nationwide with texting
1:54:42 PM
Alli Flowers
So you have determined there is a network issue and it is being addressed?
1:54:47 PM
Chenise
I do apologize for the inconvenience this may have caused you
1:55:07 PM
Chenise
We are doing everything to correct the problem concerning this matter
1:55:10 PM
Alli Flowers
It has caused far more than an inconvenience at this point.
1:55:26 PM
Alli Flowers
Have you passed the link on to your network engineers? I believe it is connected.
1:55:56 PM
Chenise
Thank you so much for the information
1:56:00 PM
Alli Flowers
Your network is, at best, totally insecure, and at worst completely hacked.
1:56:33 PM
Chenise
I do understand, thank you for your patience with us
1:56:51 PM
Alli Flowers
But have you passed the link on to your network engineers?
1:57:28 PM
Chenise
I will pass the information on to our engineers
1:57:36 PM
Alli Flowers
Thank you.
1:57:58 PM
Chenise
No, thank you
1:58:39 PM
Alli Flowers
Nothing that can’t be solved by restoring the time I’ve invested in this.
1:58:55 PM
Alli Flowers
I’m sure Sprint will be happy to make it up to me.
2:00:29 PM
Chenise
I am sure Sprint will have some compensation for our customers
2:01:13 PM
Alli Flowers
I’m hopeful that not only will we be compensated, but that they will get their network fixed.
2:02:05 PM
Chenise
We looking forward to it, yes
2:02:10 PM
Chenise
Is there anything else I can assist you with today?
2:02:24 PM
Alli Flowers
I suppose not.
2:03:05 PM
Chenise
Thank You for contacting Sprint, our goal is to make your chat experience a great one. Please complete the short online survey presented at the end of your chat. Should you have any additional feedback or comments you would like to provide regarding your chat or chat agent, please send us an email at: sprint.customerappreciation@connextions.com. If you have any further questions about your account or about Sprint’s products or services please contact us by chatting in again
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All I can say at this point is…oi.