Like any company, Sprint is not perfect. But their employees are among some of the most helpful I have ever encountered.
A short while ago, Sprint changed their upgrade policy from every 24 months (when the 2 year contract was up) to every 20 months as a way to reward their customers. When upgrades were every 24 months, customers could call Sprint 14 days in advance of their eligibility date and get their upgrade early. That is no longer officially offered but I was unaware of this and planned on purchasing a new phone for my mom for Christmas when her actual eligibility date was 1/1/13.
When I called to ask for the early upgrade, I was informed that they no longer offer them BUT the man I spoke to put me on hold to speak to “Account Services” who agreed to give me the upgrade a week before Christmas.
Two days before the early upgrade date, I called to confirm and the woman I spoke to was stubbornly sticking to the company line of no early upgrades even though the notes on my account should have mentioned my previous conversation with customer service. So when I asked to speak to “Account Services”, I was treated to a wonderful woman who not only confirmed the early upgrade date for me but provided confirmation numbers for my original conversation as well as the one I was having with her.
While the majority of the customer service people who work for Sprint are outstanding in solving any problems I have, I highly recommend asking for “Account Services” from the beginning.
When we went to upgrade our phones, we were offered $90 each for our Galaxy S IIs when we were purchasing brand new Galaxy S IIIs for $99.99. Sprint had by far the best trade in value of any of the retailers. Our whole experience was very very positive and that’s just one of the reasons we love Sprint.0