Sprint Makes Me Feel Like There Is Hope

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SprintLately it seems like I have been ranting about companies and not really giving props to those that do things right. Well when I lost my phone in New York City I was super super super upset. Not really because I lost the phone but because I knew it just created a TON more work for me when I got back home (in addition to all the pilled up work from being away). So I really regretted calling Sprint and explain I lost my phone and needed a new one and invoke the 5$ a month insurance I have been paying forever but never used.

I waited until Friday before flying home to call sprint to report it lost and claim a new phone from insurance. So I sucked it up and just called the local NYC sprint store and they of course couldnt help me but they gave me a 1-800 number for the insurance department.

So I called this insurance devision and they asked me my phone number and then the password on my account. Then they put me on hold a few mins and came back and said – “Ok Mr. Schoemaker your phone will be at your house by 10AM tomorrow morning”. I was STUNNED. I confirmed with the person and was like you know tomorrow is saturday right? And they were like, “yes it will be there by 10AM fedex saturday delivery, if you want to give me your email I will send you a tracking number within the next 2 hours”

To my suprise less then 1 hour later I had a fedex tracking number.

Ok so im impressed but I am not looking forward to going into my local sprint store and waiting in line (its the time thing that kills me). After all I have to have it programed and setup for all my evdo/internet/messaging stuff also.

Well to my suprised it was here waiting for me when we got here saturday morning and it was totally programed and ready to go. I synced it up with a old backup of phone numbers and BooYah its totall restored. Also this was a 7 revision model newer then my old palm treo 700P which used to lock up all the time.


So what does this mean to Sprint… Well when me and my wife got back from NYC SES my wife was also blown away because she knew I was really dreading fighting the insurance company then getting it programed and when it went that smooth she was super happy also. So happy that she told her group (over 50 local doctors here) they should drop there Alltel and switch to Sprint. This month they are switching over.

Now years ago I left sprint and had a bad experience but this was amazing. Its also just nice to post

41 thoughts on “Sprint Makes Me Feel Like There Is Hope

  1. Bush Mackel

    If Verizon ever crosses me, I’m going with Cingular. I have insurance too, and when I lost my phone…

    I did not get it back the next day.
    ::Some guys just have all the luck…::

  2. Corey B

    I always liked dealing with Sprint but the coverage in my local area is spotty. My new carrier covers a bigger area for me and is more consistent than Sprint where I live.

  3. SEO Mash

    Customer service that goes above and beyond expectations is rare indeed.

    Any word on what happened to your old phone? Did it eventually show up? Were unauthorized calls made on it?

  4. dillsmack

    I recently helped a friend harangue Sprint on an insurance claim they refused to honor. I had the inspiration to email the CEO, having found the address on consumerist.

    Within 30 minutes he had replied that it would be taken care of. Within a few hours, they had arranged for a Sprint store to give him a new 700p. Problem solved.

  5. esnagel

    I just signed up with the Sprint mobile broadband and a Linksys Wireless-G Router for Mobile Broadband; while it took a while to get the router (first, they shipped me an empty box (well, it had those air bubbles and a packling list that said ordered: 1 shipped: 0 but other than that, empty) then the rep called me, said the router was in his hands so I went in and it turns out he wasn’t even working that day!), now it’s great. When the cable goes out, I just switch to the mobile broadband router and keep on working. Go Sprint!

  6. sh63145a

    No link love, of course…
    It is the kind of detail that remembers you that the good old web is dead.

  7. Dave Starr --- ROI Guy

    As you say, Jeremy, it’s important to give credit where the company involved does it right. We _all_ bitch when something goes wrong, but it takes work and forethought to get it right, so I certainly am impressed with Sprint. Thanks for starting our week off right.

  8. narcolept

    Awesome, man. It’s great to see a post about a large company actually doing right by a customer for once. It’s a shame that other companies can’t be bothered to do the same, after all, they do work for us, and so few of them realize that.

  9. Ron Johnson

    That’s great to hear. I would perhaps have a positive view of Sprint now….. but considering I was almost hit by a speeding Sprint car today, It’s still negative. Heh.

  10. Brian B

    I recenctly downloaded this utility for my Treo 700p. It lets me use my phone’s wireless connection to surf the web on my laptop. No more searching for a coffee house with free Wi-Fi. Just use my hotsynch cable with the phone and I’ve got a connection. This way I don’t have to shell out $60/mo (?) to Sprint for their wireless laptop card.

  11. Corey B

    I did go with Cingular. When my coverage absent while on vacation in Italy, one call to their service center from a friends cingular phone and my plan was changed to include the international package (it’s a shame my phone was dead by then).

  12. casthompson

    Sprint sucks. Asurion rocks. Much love Shoe, but Sprint has to be the worst wireless company in the world. I hope that you never have to deal with it but wait until you have a billing or customer service issue. Their lost/stolen service is provided by Asurion which does a great job of doing everything you described in your post.

  13. Ginene

    That’s good to hear. I left them years ago because of their customer service. At the time it sucked! This was around the year 2000 or 1999. Maybe they have changed and fired all those bad csr that used to work there. They really ran alot of Sprint users away.

  14. Travel Notebook

    I used to have sprint and I dont have any complaints. I had to cancel the service one day and I didnt even have to pay the E.T. Fee. Now Im with verizon and it sucks.

  15. Lee Bandoni

    I one tried to claim insurance on a handset and was told i had to be attacked before they would pay out. My phone was in my car so that never counted

  16. CPA Affiliates

    man thats awesome I always figured it would take months for a claim on that insurance to go thru and be processed etc.. so to get the new phone the next day is stinkin awesome!

  17. jeremy860

    I got to hand it to you, thats some service. Although with sprint in my area when I go out in the country to fish muskees my service would never work or it would come and go. But with Alltel I have all 5 bars all the time.

  18. Chuck

    I was with Verizon for many years, and I believe they had the best overall coverage pattern in my area. However, they pretty consistently sucked for service. After years of wrangling with them, I went with T-Mobile.

    After months of hell with a Blackberry, I got a T-Mobile Dash in November. Liked it, but it had weird sporadic errors. Upgraded to Windows Mobile 6 last week, and it seems to have ironed out all the bugs. Decent coverage, and good service (if anything, a bit overly courteous… somewhat forced at times).

  19. Link Snitch

    I bounced around local carrier for about 4 years and then went with Cingular. Haven’t found a real reason to leave yet.

    I travel almost 50 weeks a year and never have coverage problems.

  20. free text

    Dang, they even sent it to you with Saturday delivery. That is pretty impressive. Props to Sprint. Too bad they don’t have an affilaite program like Cingular does :)

  21. Dana Mark

    I’ve had Verizon for a while and don’t have any complaints about the connection etc. However, when stopping at a Verizon store for service, we waited a long time without anyone even acknowledging we were there. So we left and haven’t been back.

  22. Business Twins

    That is pretty nice service right there. To bad they didn’t have a referral program haha, you would make some nice coin out of it. Maybe like 30% + rebills would have been nice.

  23. jim

    Sprint was always good to me when I had their service, it’s nice that cell phone companies are starting to actually offer customer service!

  24. Merrick

    It is good to hear that the cellular companies maybe getting a clue when it comes to customer service. I think it has to do with the mobile market being more established now. There are less first time mobile customers and now they have to convince people to stick around or switch carriers.

    Just yesterday T-Mobile offered to replace my Dash (like a blackjack but smaller) and I don’t have insurance. I just explained the phone was getting hot and the battery life was less than 2 hours. The term insurance never came up and I never felt like I had to argue. Great Service!

  25. ToddW

    Cingular did this for me and other people I nkow when they lost or broke their phone. Next Day delivery used to be the norm with insurance claims… maybe it’s not anymore? ANhow that’s awesome for SATURDAY Delivery :D

  26. ToddW

    I left Cingular to get the Q from Verizon. The service is just as good in town but where we go in the mountains it doesn’t get service even spotty like Cingular does.

  27. Tim Elliott

    For anyone thinking about Sprint service after seeing this, make sure you get yourself a good deal:


    You simply need a valid employee email address to sign up.. Just google for “@sprint.com” and you should have no trouble locating addresses.

  28. DngloZ

    Now that’s what i call customer service! glad it worked out great for you, i’ll give sprint a shot when i go to the US

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