I am not new so please dont tell these most common  I do not know how to:  I do not know how to use the wireless web or mini browser.  I do not know how I roamed.  I thought I was on a different plan.  I thought my plan started the day I called in.  There is a payment missing.  But when I go to do a case management you do not have the information I need like the credit card number, bank account or routing number, or the sprint cash card number or the receipt number.  I do did use that many minutes but when I ask you for any calls you do not know you can not give me any numbers. 

Do not even think I am going to go line by line with you or do not think I am going to add each and every minute up or I am going to give you line by line when you started to get charged for going over your minute or each call you made to another country.  That is your job.  You need to have that information and if your bill is in summary, call us up and we will change the next one to bill detail.  What I will not do is send you the last one or up to 12 months of invoice without charging you the $5.00 reprint fee.  You can go on the sprint web site www.sprint.pcs.com and do it yourself.  If you do not have a computer go to the library.  I also do not fax anything and sprint does not send any credit reference letters out to your mortgage company.  I do not know why.  I cannot force a credit card payment to go through.  You have to call up your credit card company.  I cannot stop a payment from going through or stop the electric funds transfer.  The account holder must write to an address I have or fax a cover letter.  Most people think I have a lot more power than I do.  I am not Santa clause.  It is not me who goes around pushing all your phone buttons, using up all your minutes, using the browser or wireless web, calling 411 or taking your phone off the sprint pcs signal and setting it to automatic or analog so you get huge roaming fees, or calling other countries so you get long distance fee. 

I work for Sprint pcs

I work for sprint the wireless telephone company not the long distance company.  Please do not get them confused. 

Sprint is out to make money.  They are not out to gorge you, rob you or to take your money.  Wireless phones are expensive compared to landline.   Anytime you have to count minutes, kilobytes, or any other units it does cost more but you are paying for the convenient of having a mobile phone anywhere and at all times.

Remember you are getting digital signal waves out of the air.  Lots of things can block those waves.  That is why sprint does not ever guarantee you can get a signal in your house.  Digital waves are similar to how space pictures were sent back to earth.  They use 0s and 1s.  Analog roam is radio waves.  It is a different wave lengths.  Not too many companies use radio signals anymore. I am not a technical person so do not ask me any hard questions.

Telephones wear out very easily.  They are at peak performance for only about a year.  Unless you know how to repair wireless phones, there are no repair shops that I know of, you just have to buy a new one when the old one no longer works.

The most common complaints I hear are:

1. I cant believe I used all those minutes.
2. I dont owe you that much money.
3. I am not getting good reception.
4. I lost my phone and therefore the one year contract shouldnt apply to me.  It does whether you use the phone or not.
5. I didnt sign a contract.  You agreed to it when you verbally agreed over the phone and whether you sign it or not when it comes in the welcome package.
6. 411 never cost before.  Operator assistance always has and always will.
7. When I changed plans the nights and weekend hours changed, I didnt know it.  If you have been on the plan more than one month the night and weekend hours are printed on your bill. If you chose not to read it, it is not our fault.  Information is in written form, either on your bill, in the manual or the welcome package and on the www.sprintpcs.com website.  We try to tell the customers as much information as possible but we may forget something or you may not remember some point.
8. Yes, sprint is doing everything legal.  They have lawyers just like every good business does.
9. You are going to sue me.  Go ahead.  I dont mean to be mean about it but I hear that threat several times a day.  It is not me you are suing but sprint and we know that most the time it is an empty threat.
10. You are going to tell the newspaper, TV station, all your friends, etc.  Yes, you are but sprint hasnt done anything wrong, and you wouldnt believe all the people who are in write off that comes back to sprint.
11. You want a free phone.  We dont have free phones.  If we did have free phones the price would be included in the price of the plan and activation fee.
12. He said/she said: that includes waiving the activation fee, giving you credit or anything else.  My question to you is why didnt that sprint rep do it?  Why am I doing it and why would I believe you?  It is not like the customer has never lied to me before.
13. I hate my spending limit.  If you have a 125.00 or 200.00 spending limit only you can change it and it will take time.  Pay your bill every month and on time.
14. If you dont like sprint you can always leave.  You have 14 days to make up your mind or you can ask for a 0- year term instead of the one-year but 0- year will cost you ten dollars more per month.  There are lots of other companies, investigate and do your homework.  Ask lots of questions.  I dont mind answering all your questions to the best of my abilities. 
15. Sometimes you get wrong information because the customer care advocate is new, or confused, or rules changed.  They do all the time.  We have an in company manual called velocity.  We refer to it for all the latest procedures.
16. Yes, we do know yesterday you called and our computer systems are down.  It is after all it is only a computer, we have problems just like everyone else.  Either it is a computer issue or sprint is upgrading.  We dont like it either.  I am very embarrassed to have to tell the customer to call back.
17. I try to give you the most accurate information as possible but until it is generated on your bill everything is an estimate.  It is harder to break down what exactly all the charges are until it is in black and white.
18. No, long distance doesnt include calling other countries unless it is Puerto Rico, Guam, Virgin Island, and Saipam.
19. I didnt know or no one told me.  I think we covered this before.  Ignorance is no excuse.  Read the materials we send you and your manual.  You have only 15 days to dispute the bill, dont even think of going back six months.
20. I didnt do it.  No one can change anything on your account unless they know the password or last four digits of the account.  Dont give it out.  That also goes to when you want to cancel the account.  Only the account holder can do it. I dont care who pays the bill.  That is the rule.
21. I think.  So stop thinking.  If you dont think a rule is fair, cost $3.00 to talk to us sometimes, or the $5.00 payment fee if I take the payment, or the late fee, or the spending limit, go somewhere else.  Only you can decide what company is best for you.  Try it for a few months and if you like us go with the one year instead of the ten dollars.
22. I got prorated.  It is the most difficult and confusing practice we have.  So instead of trying to explain it just remember this, Do not try to change plans half way through the bill cycle.  It is not as easy as you think.  You will not be just adding another 100 minutes more for 10.00 more.  It is far more complicated than that.  So, just dont do it.
23.  You got questions, go ahead and ask me, I dont do miracles, I cant make a broken phone work, I wont answer you if you are screaming, cussing or throwing a fit.  Like I said stop thinking and find out what the truth is.  Yelling for my supervisor is not going to let you get your ways every time. If I am right, I am right.  If you are wrong, you are wrong.  If I am wrong, I will say so.  Not every situation needs money thrown at it.  Sometimes a simple sorry should be enough.  Just because Claire kept you waiting is not enough to get you some credit.  We hate it too and we have to go through the same thing you do too.  So e-mail, nicely or I wont answer your question.