Money Life Network
Sprint SERO Plan Follow Up
Posted on June 24, 2008 |
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So I’ve been on the Sprint SERO plan for about two three months now. My wife and I love the service! We’ve gotten great reception wherever we’ve gone which is an upgrade over Verizon which gave bad reception in our home! My wife has also been loving the unlimited text messaging and I’ve been a great fan of the data access. I use my phone to check my Google account which includes email and my reader. In fact my phone has gotten me out of traffic a couple of times by using the GPS feature in conjunction with Google Maps. It’s wild seeing the car’s position move on the phone (Note: don’t play around with this while you’re driving)!
Besides the service we’re also saving anywhere from $10-$20 a month on our bill over our old Verizon plan. And that includes text messaging and data. We didn’t have a text or data plan with Verizon. We always tried to keeps texts to a minimum with our old plan. If we used Texts and Data on Verizon like we do with the Sprint SERO plan we would have been paying much more every month! So not only has the bill gone down but the value has gone up!
This sounds great doesn’t it? There’s got to be a downside…
Yup - Customer Service!
Their customer service is horrible. You call five times and you can get five different answers. And if you call after business hours you get the outsourced call center which makes things much more difficult to figure out!
That’s not to say that everyone I’ve talked to is bad. You may get a good customer representative from time to time, but most that I spoke to…not so good. I’ve even had a call “lost” while talking with one person (the rep couldn’t give me a good answer and all of a sudden…click!).
Word of advice - I’m on the east coast and the most luck I’ve had with their reps was around lunch time. These have been the nicest, most helpful people. The least helpful? Anyone after five when you get the outsourced call center (avoid the outsourced calls at all costs, they are not helpful).
But if the phone service is so good why would you need to call them?
Because their billing is so bad! You have to read their bills very carefully or can could end up paying too much!!
Here are the issues:
- I was charged too much for prorated charges - Sprint will bill you for prorated charges if your activity doesn’t start at the same time as their bill cycle. I’m ok with this and understand it. But they were charging me from the time I made the order and not the time I activated the phone! I called a few times about this (Don’t call after business hours) to resolve this. It wasn’t until I found this little prorated bit on their website that I was able to get the issue fixed. According to the site you should get charged from the day you activate the phone not from the day you purchase the plan. Had I not found this little tidbit I may have been stuck paying the additional prorated charges.
- They flat out double billed me - For my second bill there was just way too much money due. After some time discussing the problem with a customer rep it was discovered that my account was being charged for both my current number (the number I had on my old provider) and for the number I was originally assigned when I signed up for Sprint. This was corrected but really it never should have happened.
- I’m still waiting for all of my promotion credits - When I signed up I was told I would be given a $25 credit for each line for the first two months for a total of $100 in credits. This was for a promotional code that had been available. The person who signed me up said it would be no problem to include this credit and I might have to wait until my secong bill but I would get it. Well, not yet. I called today and actually spoke with someone helpful who put in a ticket claim for the credits to be researched. I was told I should receive an email with the results. I’ll give it a bit and see. I have the ticket number so I can follow up in a future call. The plan is already a great value but a $100 credit really sealed it for me when I signed up. I hope the company can resolve this.
- Did I mention their call center is horrible? Just wanted to get that out there again. Remember - your best bet at getting someone who could answer your calls is to call around lunchtime. I’m on the East coast so keep that in mind.
Even with all of the headache we still love the plan. Would I have signed up if I knew what a hassle they could be? I don’t know. If you’re looking for a new cell phone plan you should consider the Sprint SERO plan but be prepared to go through your bills and deal with customer service.
Are you on the Sprint SERO plan? What has your experience been like?
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photo credit: absolutwade
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