Sprint Nextel's customer service improves, according to survey

Lord, they are not lying. When I first got my Sprint account, I use to be on hold somewhat of a 1/2 hour. I couldn't beleive it. But now, they have done vast changes to their customers too. They are on that line in around 2 or 3 minutes or sometimes even sooner. And they are very pleasant too. I thought about getting rid of Sprint when my contract ended, but for now, I think I am going to stay with them. I have no problems with my service either.

Sprint sucks. This is the worst wireless company I had ever used. Their customer service was so bad they should be criminally held responsible. Their network sucks. Dropped more calls than the DOW has dropped points. Avoid this lousy carrier at all cost!

Worst company ever. I got stuck using them for 2 years Never was able to complete one call. If you do not pay, your credit is ruined.If they do not deliver, tough for the customer. If they gave me the service and phones free for life, I would use the phone for a fishing lure.

I HAVE MORE DROPPED CALLS THAN EVER. TRAVELING THERE ARE TOO MANY DEAD AREAS. ED

Interesting comments to an uninteresting article. Most of the carriers have contract periods. Regardless of what it is, your credit will take a hit if you don't pay a bill. Also, the carriers have trials so you can test their networks. I recommend taking advantage of those. No network has complete coverage and rural areas are the first to have spotty coverage because of demand and geography. Although I do not use Sprint, in my area Sprint is good(especially since they use the Verizon network). If you had problems with them for 2 years, that begins to sound more like a problem with the user. You should have done something other than not pay your bill.

Yes customer service was poor around a year or two ago but now Sprint is helping customers at the highest rate of speed. Coverage throughout Michigan is quite solid and I drove across country to L.A. twice in two different directions over three years ago and I had service all the way out. So I dont believe the coverage complaint and now with this survey I dont believe the wait times. I also believe that the newer plans are set up to avoid overages so that could be why they handle issues so much faster now as well. Oh yeah and they have the Simply Everything Plan for $99.99 a month unlimited everything not just calling. FYI

James Fisher from Sprint here... We've been candid in the past that we've had problems with customer service, and we've been candid throughout 2008 about how much money and time we've put in to fixing them. And we -- and folks like Pali and other third parties -- now are quantifying real, noticable improvements. It's a fact - our internal measurements show customer service getting better month after month, and not just on calls to care, but in our stores as well. Our networks are running at their best-ever metrics, too. Our advertising is being remembered much more, and we've got a great line-up of phones. As I noted above, we've been up-front in the past about our problems, and I've got no problem being up front now to say we're better. Nobody is perfect yet, but we sure are trying.

Well, I sure haven't seen any improvement. I called a week ago to UPGRADE my service through the retentions department as my contract was soon expiring. An agent promised me discounted data and free text services, along with three free phones. A week and a half later, the phones arrived. But even after four additional calls and endless useless transfers between agents, the promised changes to my account had not been completed - and now Sprint tells me that there's a "miscommunication" in what they can give me vs. what was promised. Despite promises of "sending the issue to a supervisor" and claims that "it'll be fixed tomorrow" nothing happens - except me spending more hours stuck on the phone. To add insult to injury, a clueless foreign Sprint sales rep called me today and asked if I wanted to renew my contract. Yeah, right.

worst customer service ever. for the past 21 months i have never received a bill via mail or e-mail. in october my service was cut off and i was told it was because i had called and requested that it be terminated and that i was responsible for the termination fee. after 2hrs of arguing with the customer service reps they finally agreed that maybe it really was a mistake and reactivated the service. my wifes phone came back on but mine did not. i again called and after almost another hour of dealing with brain dead csr's i was instructed to do a master reset on my phone after asking several times if that would hurt my saved data (pictures, music, games and numbers) i finally agreed to do this. afterwards phone still not working i was instructed to drive to local service center (which is almost 45 minute drive) when i arrived there were 8 people in line ahead of me with exact same issue ( lied to about cause of issue obviously ) the guy at the counter laughed at me for even coming in since once saved info is gone it is gone. i was in the Marines for 6yrs and most of the info is the number and pics from that time i will never get back. i called back and was told i could have a $35 dollar credit for the mistake. i asked when my contract was up and was told Oct. 2010 when i told them this was not right they told me it was April 2009 but since i restarted my service the new contract was for 2 more years well at this time i lost my freaking mind on these idiots and got the contract put back to original end date. keep in mind all this happened in oct 2008. it is now jan 2009 still have not gotten the first bill and when my wife called today to see how much was owed and to see why the $35 credit had never been put on the account the csr was clueless and account had never been notated so she asked for a manager and was told she would get a call back in 5-7days from a manager and having gone through this garbage several times already we both knew better and demanded a supervisor right then. when she got on the phone she had the nerve to tell my wife that every body wants a credit for inconvenience and that we were inconveniencing her by complaining and asked if we would give her a credit. this is the point i got on the phone with her and again lost my mind. she responded by reverting to ghetto street trash mode. i informed her that i had never asked for a credit it was offered and i will pay what i owe and have no problem with that but the only thing that will truly make me happy would to have the termination fee waived so i could go else where. i was told that would not happen. i then requested her supervisor and was told she did have one but that they would not take calls she was as high as customers can get. i then informed her that i am in the customer services business and that if she thought that what she was doing was customer service she was in fact the one who was out of her mind. some very pleasant words were exchanged and then the race to see who would hang up on who was on. only after the entire ordeal was over did i realize that i never did pay my bill. the amount of the bill is another issue we have not figured out. my wifes plan is $50 per month my plan is $35 per month but some how our bill every month ends up costing $195 per month they try to explain it as taxes and overages but going through both phones and never once finding enough minutes used to cause an overage on my lower plan for both much less one or other. if this is what you call trying to improve maybe you need to go back to the drawing board. i will before next week ends be paying a termination fee and going else where with my business. $250 is far better that paying two more months dealing with sprint service or the sprint employees.

Their biggest problem is that sprint doesn't have well trained customer service representatives. They don't know much about the phones they sell and the plans they provide!!!