Reader Mark sent us this chat he had with Sprint’s customer relations bot informing him that his broken Rumor was his problem and none of their own. The phone has been regularly borking for people for the past eight months and it seems people are trying – and failing – to get help from Sprint.
1:55:38 PM System
Connected to Sprint Web Chat Server
1:55:38 PM System
Session ID: 3165484
Connected with Frances R
1:55:53 PM Frances R
Thank you for contacting Sprint. My name is Frances. How may I assist you today?
1:57:23 PM Mark
well my lg rumor recently broke, as i opened the keyboard it froze and now wont turn on, i read online that there have been a lot of problems with the rumor, i dont have the sprint insurance but the phone is only 4 months old, how can i go about getting my phone fixed or replaced
1:58:08 PM Frances R
I do apologize for any inconveinece.
1:58:40 PM Frances R
Please take your phone to a Sprint Store. A technician will be able to fix your phone for a one-time fee.
1:59:25 PM Mark
i took my phone to a sprint store, the technician told me he couldnt fix the phone because it was an internal problem
2:00:00 PM Frances R
The only other option is to purchase a new phone.
2:01:26 PM Mark
so your telling me the only option i have is to pay for another phone which broke because of a phone malfunction?
2:02:04 PM Mark
you werent even going to bother to tell me i had a 1 year warranty with lg and i could send it to them?
2:02:50 PM Frances R
The warranty is only with the battery.
2:05:18 PM Mark
No it is not. I have already spoken with lg, however they informed me that it would take about 2 weeks to replace the phone and i was hoping that sprint would be able to provide me with a new phone sooner.
2:07:51 PM Frances R
I do apologize. In order to receive a new phone please contact the manufacturer.
Ugh, the terrible chat help. It only gives the operators who didn’t give a damn about talking to you in the first place even less of a reason to talk to you. I have NEVER had a good experience with a chat room operator.
I have never had a good experience with sprint. so i’m not shocked by this.
Sprints made a $30 billing error on me but they fixed it with little argument. Thats been the only issue after almost 2 years service.
In my experience in customer service a place I used to work for had reps answering calls and if you did chats you were still on phones as well.
As for this guy, a salesman isn’t going to tell you whats free they will offer the services they make money on. Also does anyone’s carrier provide a free phone to someone without “phone insurance”
My bro uses verizon and whenever he breaks a phone (happens often) he just lives with the busted one until he to get the replacement (if he needs it shipped)
the part that confuses me the most is that you took it to a tech who claimed it was “an internal problem”…..wtf! of course it is, mr. sprint tech! now fix it!
I too, have tried to resolve problems with the webchats, and have never had a satisfactory outcome.
Sprint’s customer service is horrible! Unfortunately, this experience is just par for the course.
Sprint’s customer service is horrible! Unfortunately, this experience is just par for the course.
my 700p’s keypad wouldn’t recognize some keys anymore so I took it in to a sprint store they ordered my a new one and i was up and running two days later. I never really had any problems with sprint
John,
I’m sorry to hear about this customer’s negative experience. I will send you an email separately, but if you can have the customer contact me, I can see what we can do to get this request escalated.
Regards,
Sean Doherty
Sprint Nextel Corporate Communications
well yeah this exact same thing happened to me because my screen was messing up and went haywire on me. I got the phone on Dec. 26th, 2007 and went in to get a new one and the sprint tech support told me that i “purposely” broke my phone and it had physical damage to it. When i turned it in it was bad but when i got it, there were new marks and scratches on it and it completely didn’t work to the point where the screen wouldn’t turn on. i really need help
I hate sprint &The fuking rumor I hate it also. It has tooo Much problems &ughh I fuck Sprintt!!
The internal damage. +n the phone could have been the charging port which is not covered by esrp. You have to go through the insurance company. If you do not have insurance you have to cby a new phone full priceA.
thats bullshit i just finish talkin to sprint service thing she told me the same thing im begging to hate sprint but i love ma rumor ………
Sprint is just like everyone else…out to make a fast buck and to hell with service. My daughter and I both bought the Rumor and they BOTH do not work right. With as many people that have had problems with these phones, Sprint needs to STEP UP and announce a recall, offer money back, or fix them at no charge. At lunch time today my local Sprint store will have my Rumor thrown in their faces as I transfer back to my old phone.
OK iM gonna help all you ppl that the stupid sprint ppl dinnt tell about the warranty from lg and that its FREE
im 16 have this phone in white.. i thought it was great after 2 months till it decided not to want to charge i was omg seriously? AND I LOVE THIS PHONE!! so i had to get a new charger.. great that problem fixed.. then about 2 months later which keeping in mind i’d only had it for 4 months i dropped it on tile floor and i picked it up and the whole screen was white and all messed up.so ofcourse i went to sprint and they guy was makin me so mad!!! he was like ” no cant do that, cant replace the phone, need insurance!!!” and im like wth!? i was not about to NOT have a phone!!! cuz i had no insurance and i wanted that phone shooot i payed 100 dollars for it. so i called sprint customer care nd dey was like im sorry cant do anything BUT theres this one little thing sprint DOSENT want you to know about because they want yu to buy a new phone; its called A WARRANTY. it comes on all lg phones automatically.so this one sprint customer care lady finally told me about it ; she was really nice well adding on i was soooo mad lol that i finally got connected to LG and lg is REQUIRED to fix the phone if you have had it for under a year; and there is no water damage ; they will fix it ; even if you have no insurance :))))) my heart was soooo happy! lol and i know its hard to go through all that sprint mombo jumbo so heres the number to lg and just press 4 for other once the little voice operated lady comes on and then you will connected with a person;tell them and just mail it in and it’ll come back in uh 10 days buh hey! its better than permanetly having no phone at all!! they mail the exact same phone you had to you brand new free of charge no money no shipping and handling FREE. =]] 1800-793-8896 goodluck ppl!!!!!!!! you can call to check when they receive it, they keep u updated =] they got mines on the 9th and they sed i wont have it till the 23rd buh i will have it! yay! goodluck!
well, so I called lg & they were no real help. apparently, after I sent the phone in, (aside from the inconvenience of not having a phone for 10 days) I may get charged for it! I officially hate sprint now! & the lousy rumor!
My rumor phone is not charging and Sprint is trying to charge me $100 to fix the phone!!! Sprint and their customer service sucks!!!
Same problem I have been a Nexel/sprint customer for 12 years with 5 lines.The LG Rumer refurbished by spirt is the worst phone ever.The have sent me 3 in the last 3 weeks and not one worked out of the box.Now they want me to us my insurance and pay $50.00. I am just going to try another service. All sprint wants to do is get me to sign up of another 2 year contract. Why would I do that if they cann’t help me with my problem.In my opinion spint has the worst customer service ever and the Lg Rumor Refurbished is a joke. Someone needs to have a class action lawsuit with sprint and the rumor.
Is it even possible to get satisfaction from Sprint? Does Sprint live up to the terms of the contract? Not from what I’ve seen. Sprint delivers up an LG Rumor that falls apart at the drop of a hat, and then buries you in unending dialog and inconvenience covering that same ground over and over again meanwhile insisting that you pay for a product and service they never delivered in the first place. Does that actually live up to the contract?
Perhaps the only way to get anything is to contact the FCC, Consumer Protection, BBB and/or your legislators?
if its froze take the battery out and then put it back it worked when my rumor froze on me and now i’ve got to complain about mine because the qwert pad on mine won’t work now i go to test on it and the buttons do nothing the phone is a bit of a pain