As posted here previously, I love my HTC EVO.  This is arguably one of the 5 best phones ever released.  However, I am quite exhausted with the sporadic service from Sprint.

For the past two months or so, many services I use have had a high “fail out” rate. Sometimes they work fine, sometimes they work poorly, and sometimes they didn’t work at all.

I at first thought my phone might be having problems.  But after talking to some other Sprint users, I found there was a high incidence of issues from call dropping to non-working features.  So, I contacted Sprint customer service to see what could be done.  The rep was very nice and had me run some firmware updates on my phone.  She then began to explain that some of the services I was trying to use were only available for 4G.  I then told her I had been using these services on 3G just fine until recently.  She was unable to explain this and referred me to go into a repair center.

Prior to going to the repair center, I did some digging around and found out that Sprint is currently converting some cell towers in the area from 3G to 4G.  The work is causing some connectivity issues and bandwith narrowing.  It should be resolved within the month.

Now, I’m all for updating equipment, especially since it will provide me with a feature I have been paying for nearly a year without having the actual feature.  However, why couldn’t Sprint simply announced the coming changes and apologized in advance for any inconveniences?  A little upfront transparency can go a long way in customer satisfaction.

Instead, like so many companies, Sprint choose the ostrich method.  Stick your head in the sand and hope most people won’t notice the issues.

Come on, Sprint, don’t go back to your previous last place in customer satisfaction.  Your customer policies are what put you behind your competition. After all, your phones and packages are very highly rated.  Make the 4G leap of customer care and put yourself ahead of the pack.

« »