Cell phones forum: Sprint Customer Service - is this normal?

From: ERiC AiXeLsyD <000>
To: Sprint Customer Solutions - eCare1 <ecare1>
Sent: Wednesday, July 30, 2008 4:11:16 PM
Subject: Re: Your recent email to Sprint (KMM52481197I15977L0KM)
Thank you Linda,

I work during the day, from 7:30am to 4:30pm, with a half hour lunch in there somewhere. I don't have time to spend on the phone with tech support during work hours, & don't think my employer would appreciate that.

This week alone, I spent an hour on the phone on Sunday night, & three hours in the Sprint store on Monday night. I have personal errands to run this evening, and barring digging into my sleep time, simply don't have an hour (or more) to spare.

It adds to my hesitance to call when each time I call, I go through the exact same "reset picture mail" and "reset data" steps that didn't work the three or four previous times.

Is there nothing that I can do to resolve the problem via e-mail or with a real live person in-store?

I can only read the same error messages to someone over the phone so many times.

I apologize if I come of as rude, I'm just frustrated beyond belief to have to spend time trying to fix an error that I did not create.

I will try to call to resolve the problem this evening in lieu of sleep... but I can't continue this practice for much longer.


Thank you,
-Eric

.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s'tI



----- Original Message ----
From: Sprint Customer Solutions - eCare1 <ecare1>
To: ERiC AiXeLsyD <000>
Sent: Wednesday, July 30, 2008 2:19:09 PM
Subject: Re: Your recent email to Sprint (KMM52481197I15977L0KM)

Dear Eric [Aixelsyd],

Thank you for contacting Sprint. I understand your frustration with
trying to get some help with your picture mail, and appreciate the
opportunity to resolve your issue.

I have reviewed your account and account notes and see that a trouble
ticket was put in for you a few days ago, 17724268-080724. I see from
your account notes that the Ticket technicians have tried several fixes
on your phone from here to assist, and have tried to reach you 3 times,
to no avail.

I also gave you a call today to discuss this issue with you. I am so
sorry to have missed you! If you would like to give us a call back at
866 289 8892, we would be happy get a good daytime number from you so
that we can escalate this trouble ticket for you, to management.
Please refer to your case id #19973982 when you call. I look forward to
hearing back from you so as to be of further assistance.

Thank you for contacting Sprint. We truly do appreciate your business.

Sincerely,
Lynda V.
Sprint

Original Message Follows:
------------------------
PictureMail is the latest act in the comedy of errors that is my Sprint
account since this June.

I've been in to reset my phone to factory default on more than one
occasion. The first being problems downloading games & ringtones... the
latest being an inability to connect to PictureMail.

I have e-mailed tech support only to be told to call the #'s.

I have called the #'s (888-211-4727 & 877-345-7895) only to be told to
go to a Sprint Store.

After leaving my phone for an hour at the Sprint Store, I'm told that I
need to go home & call one of the numbers again. As you can imagine,
this is maddening. It's an endless downward spiral.

I need a human being who understands my plight to reach out to another
human being in need.

All I want is for my phone to work correctly... and to be provided with
the services that I'm currently paying for. If I can't be provided with
the services, then I don't want to pay for them.

My current error message (which you should have on file for me if there
is such a thing) is an interesting one: "Info alert System Info Alert
System Failure: Exception getting alert for rule pmltpm87" I have gone
through the reset picture mail account steps to no avail...

Can you help me? Please?






.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s'tI







----- Original Message ----
From: Sprint Customer Solutions - eCare1 <ecare1>
To: ERiC AiXeLsyD <000>
Sent: Thursday, July 24, 2008 4:08:54 PM
Subject: Re: Care #20080701210759539 (Tech Support - PictureMail)
(KMM52287754I15977L0KM)

Dear Eric [Aixelsyd],

Thank you for contacting Sprint. I would be happy to resolve your
picture mail error.

I have created a network ticket for your error message using the
information you have provided. The ticket number is 17724268-080724.
You will be contacted within 3 business days in regards to the network
ticket.

Please respond to this e-mail if you have not been contacted within 3
business days and I will escalate your ticket to management.

Thank you again for contacting Sprint. We appreciate your business.

Sincerely,
Dustin C.
Sprint


Original Message Follows:
------------------------
Dustin,

Thank you for your time & dedication to the issue at hand, and for the
monetary adjustment. A specific e-mail address could be this one;
000@000.000 or my photobucket account at
[whatever]@uploads.photobucket.com, or my work address at
eric.[Aixelsyd]@[work].com. I frequently e-mail photos from my phone to the
latter address. A mobile number that I may send items to would be my
wife @ [724-555-1212]. A number that I would send to outside of this
account would be [412-555-1212]. I would receive things from all of these
numbers also.

I'm still puzzled about the separate voicemail issue. I have been
prompted to set it up 3 times since I've had this new phone... but
that's only a small inconvenience. I have also run into problems at the
Sprint store when they try to look me up by my phone number. Is there
some sort of problem with my account on the whole?


Thanks again!
-Eric


.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s'tI



----- Original Message ----
From: Sprint Customer Solutions - eCare1 <ecare1>
To: ERiC AiXeLsyD <000>
Sent: Thursday, July 24, 2008 12:42:14 PM
Subject: Re: Care #20080701210759539 (Tech Support - PictureMail)
(KMM52278826I15977L0KM)

Dear Eric [Aixelsyd],

Thank you for contacting Sprint. I would be happy to further assist you
with your picture mail error message.

In order to input a network ticket to resolve your issue, please provide
a specific example of a phone number, or e-mail address you commonly use
which you are not able to send or receive from. This is a required
piece of information which our specialists will use to resolve your
issue.

The reason the automated system prompted you to set up your voicemail
was because I created your voicemail box. When I contacted you through
the first interaction, your number was not found in the system. I
checked the voice mail network tool and found your voicemail box was not
set up. I was unable to identify as to why, however, I created your
voicemail box and resolved the issue. This does not relate to your
picture mail error message.

I provided a $5 adjustment to your account as you are not currently able
to use your picture mail service.

Please reply to this e-mail at your convenience.

Thank you again for contacting Sprint. We appreciate your business.

Sincerely,
Dustin C.
Sprint




Original Message Follows:
------------------------
Thank You Dustin,

I have a schedule lately where I am unable to spend too much time on
the phone. That is why I would like this to be resolved via e-mail if
at all possible. I will try to answer the provided questions to the
best of my ability. As further background though... I also recently had
an issue with not being able to download games or ring tones... but my
phone's browser was still able to connect to the web. I had to jump
through several hoops & call the tier 2 service line in order to get
that resolved.

1. If you are experiencing trouble sending picture mail, please provide
the exact phone number or e-mail address you are using when the problem
occurs. - Picture mail is not sending correctly (or at all) to any of
the e-mail addresses or phone numbers that I try to send to.

2. If you are experiencing trouble receiving picture mail, please
provide the exact phone number or e-mail address used when the problem
occurs. - Picture mail is not being received correctly (or at all) from
any of the e-mail addresses or phone numbers that I try to send from.

3. When was the last time you were able to send and receive
successfully? - More than two weeks ago.

4. How long have you been experiencing this problem? - Slightly longer
than two weeks. I have been out of town and was unable to make time to
resolve the issue.

The error messages that I am receiving is noted below:


Info alert System Info Alert System Failure: Exception getting alert
for rule pmltpm87


I also have a problem when trying to use the Sprint PictureMail website,
also as noted below. I encounter this error when trying to sign in, or
re-sign up for picture mail as suggested by previous customer service
representatives.

PM 87: Picture Mail access failure. Please call Customer Solutions


I wonder if someone has been doing something to my account on the Sprint
network end... as when I went to check my Voicemail this past weekend, I
was prompted to set up my voicemail message since it was "the first
time" I have used the feature according to the Sprint woman. I can
assure you I have used my voicemail many many times.

My other growing concern is paying for services that I have not been
able to use. Am I able to get some sort of credit for these services
against my next phone bill? You certainly wouldn't be expected to pay
for a hamburger at a fast food joint if they brought it to you without
the meat.

Thank you for your time and assistance. I hope this issue can be
resolved in a timely manner.


-Eric [Aixelsyd]
[(724) 555-1212] / 000@000.000


.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s'tI





----- Original Message ----
From: Sprint Customer Solutions - eCare1 <ecare1>
To: ERiC AiXeLsyD <000>
Sent: Wednesday, July 23, 2008 5:47:17 PM
Subject: Re: Care #20080701210759539 (Tech Support - PictureMail)
(KMM52250108I15977L0KM)

Dear Eric Aixelsyd,

Thank you for contacting Sprint. I would be happy to resolve your
picture mail issue.

I attempted to contact you today, 07/17/08, in regards to your e-mail.
Unfortunately, I was unable to reach you. You may return my call at
866-289-8892 between the hours of 8 AM and 7 PM Monday through Friday,
and 8 AM to 5 PM on Saturday and Sunday. You may ask for me
specifically at extension 20051 8 AM to 4:30 PM Sunday through Thursday.

I spoke with my supervisor and he will be contacting you through e-mail.
I will need to gather additional information so I can create your
network ticket.

Please provide the following:

1. If you are experiencing trouble sending picture mail, please provide
the exact phone number or e-mail address you are using when the problem
occurs.

2. If you are experiencing trouble receiving picture mail, please
provide the exact phone number or e-mail address used when the problem
occurs.

3. When was the last time you were able to send and receive
successfully?

4. How long have you been experiencing this problem?

Please respond to this e-mail, or return my call at your convenience.

Thank you again for contacting Sprint. We appreciate your business.

Sincerely,
Dustin C.
Sprint




Original Message Follows:
------------------------
Hello Dustin,


Now, I'm getting an error message in my phone when I try to send the
photo to my Yahoo e-mail address (or any other address):


Info alert System Info Alert System Failure: Exception getting alert
for rule pmltpm87


I have 5 messages pending, to this address & to my photobucket upload
email address. All with the same photo.

How can I get these through w/o re-signing up for a sprint picture mail
account?

I tried to sign up, but I'm getting an exception notice there when I
type in my phone number & click submit to sign up:

PM 87: Picture Mail access failure. Please call Customer Solutions


What's that supposed to mean? I get it when I try to login, and when I
try to sign up.

I'm constantly having problems with the web service features, and I just
got a new supposedly better phone, and upped my level ($$$) of service.
What am I paying for if I can't use any of it? This is absolutely
ridiculous.

Please let me know what you can do to rectify the situation without my
calling the support number. This is a problem on the network end, I
shouldn't have to do anything to rectify it other than make you ware of
the situation.

What ever happened to Customer Service?

If you are unable to resolve this issue, please forward to the
department that can, or a manager that can respond with something other
than the standard cut and paste responses telling me that you
"understand my frustration" and to re-sign up for a service that I never
cancelled in the first place.

Thank you for your time, any help outside of the norm is & will be
appreciated. I understand that you are just doing your job. And, I'm
sure you have your fair share of frustrated customers. I have gone
through the "proper channels" with Sprint more than a few times, and
have never had any satisfactory results until I raised some sort of
commotion.

Can we skip that step this time? I'm really a nice guy. I just want
the phone service that I pay for to function properly.


Thank you,
-Eric





----- Original Message ----
From: Sprint Customer Solutions - eCare1 <ecare1>
To: ERiC AiXeLsyD <000>
Sent: Tuesday, July 15, 2008 5:40:53 PM
Subject: Re: Care #20080701210759539 (Tech Support - PictureMail)
(KMM51950080I15977L0KM)

Dear Eric [Aixelsyd],

Thank you for contacting Sprint. I would be happy to assist you
further.

I attempted to contact you today, 07/15/08, in regards to your e-mail.
Unfortunately, I was unable to reach you. You may return my call at
866-289-8892 between the hours of 8 AM and 7 PM Monday through Friday,
and 8 AM to 5 PM on Saturday and Sunday. You may ask for me
specifically at extension 20051 8 AM to 4:30 PM Sunday through Thursday.

I will be unable to create your trouble ticket until I gather additional
information from you. Please respond to this e-mail with the best time
to call you, or return my call at your convenience.

Thank you again for contacting Sprint. We appreciate your business.

Sincerely,
Dustin C.
Sprint


Original Message Follows:
------------------------
Thank you Dustin,

I'm still experienceing this error when trying to login: PM 87: Picture
Mail access failure. Please call Customer Solutions


Thanks for the help!
-Eric


.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s'tI







----- Original Message ----
From: Sprint Customer Solutions - eCare1 <ecare1>
To: ERiC AiXeLsyD <000>
Sent: Tuesday, July 15, 2008 3:17:10 PM
Subject: Re: Care #20080701210759539 (Tech Support - PictureMail)
(KMM51896979I15977L0KM)

Dear Eric [Aixelsyd],

Thank you for contacting Sprint. I would be happy to assist you with
any error messages you are receiving.

I have completed a refresh though our network for your picture mail
account. Please attempt to access your picture mail account again. If
you are still receiving the error I will put in a network ticket to
resolve your issue.

Please respond to this e-mail at your convenience.

Thank you again for contacting Sprint. We appreciate your business.

Sincerely,
Dustin C.
Sprint




Original Message Follows:
------------------------
I'd rather not re-sign up and lose anything that I may have there.

I tried to login again, and I get: PM 87: Picture Mail access failure.
Please call Customer Solutions

Any other suggestions?


Thanks,
-Eric



.seitilibasid gninrael fo nuf ekam ot ynnuf ton yllaer s'tI





----- Original Message ----
From: Sprint Customer Solutions - eCare1 <ecare1>
To: ERIC [AIXELSYD] <000>
Sent: Friday, July 4, 2008 12:56:11 PM
Subject: Re: Care #20080701210759539 (Tech Support - PictureMail)
(KMM51453638I15977L0KM)

Dear Eric [Aixelsyd],

Thank you for contacting Sprint. I understand your fustration regarding
accessing your picture mail account and I will be happy to assist you
with this issue.

First, I would recommend that you re-register your picture mail account
at www.sprint.com/picturemail to see if this will allow you to access
your picture mail account.

If you continue to have an issue a trouble ticket will need to be opened
in order for our technicians to further investigate this issue.

Please let me know if you have any further questions or need assistance
by replying back to this e-mail.

Thank you again for contacting Sprint. We appreciate your business.

Linda S.
E-Care
Sprint


Original Message Follows:
------------------------
Customer Name: ERIC [AIXELSYD]
Sprint PCS Phone Number: [7245551212]
Account Number: [000000000]
Form: Ask A Question-Manage
Topic: Tech Support
SUB Topic: PictureMail
=============================================================
Original Question: I can't login to my picture mail. It's saying...
Question: I can't login to my picture mail. It's saying that my number
is not a valid number. I've logged in to the picture mail at
pictures.sprintpcs.com dozens of times before without a problem. Is
there currently a problem with the service?
=============================================================