Emailing Dan Hesse At Sprint
You’ve all seen the Sprint ads with President Dan Hesse asking people to email him at dan@sprint.com?with comments and suggestions. Of course I was skeptical about this campaign…
My company has been using Sprint for many years with service good enough to keep us as a customer. Then last week I received a letter letting all of their customers know that they will be getting rid of Voice Command?and Sprint email. Voice Command/Sprint email?is literally my life blood on my Sprint phone. Call John Smith, call Jane Doe…you get the point. It’s especially important when driving for safety. I love Voice Command. And I can’t even fathom that they are doing away with joe@sprintpcs.com? Are you kidding me?
So I emailed Dan at his request:
Apparently you’ve made the decision to get rid of “voice command” and Sprint email.
That’s one of the best and safest features of the phone. And the reason why I’ll be switching to another provider when my contract comes due.
?
Voice Command/Sprint email?is such a great feature and what you offer or don’t offer is so hard to use and set up. It seems like you’re going backwards in technology. I’ve been a loyal brand ambassador for many years but removing this feature is just a bad decision.
I received an email (automatic) that said we get lots of emails but we’ll be back in touch as quickly as we can. Two days later I received a phone call from Valarie. I was impressed with the follow-up but what impressed me more was that she actually read my email and was prepared to talk about it.
She said that many clients felt the same way and my feedback was important. After the call she followed up with this email:
Dear Mr. White,
?
Thank you for contacting Sprint.
I apologize for any inconvenience you may be? experiencing due to the canceling of our Voice Command Service.? As promised, I will pass your feedback on to the appropriate group . We really do appreciate you taking the time to write us and? your voice your opinion.?
?
Thank you again for contacting Sprint.
Valerie T.
757.223.3465
Once again the Dan program is in-fact the real deal and I’m impressed. Now only if they can solve this Voice Command/Sprint email?issue!
Kudos to Sprint for actually taking the time and making the effort to improve their customer service. But getting rid of Sprint email and voice command is a killer for me. I’m off to AT&T for a new phone!
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June 18th, 2008 at 12:00 pm
Sprint overcharged my small (US) company for over $50,000.00. We caught them doing it and now they refuse to refund the over-payments. You can read the full story at http://www.sprint-really-sucks.com
I also wrote an open letter to Dan Hesse the Chairman and CEO of Sprint Nextel. It is a good read so please consider reading the letter.
http://www.sprint-really-sucks.com/open-letter-dan-hesse.aspx
April 28th, 2009 at 10:11 am
Mr. Dan i have been goingn through this problem now for a year and noboby seems to want to correct the problem. I bought the i880 last year and since then i went through 7 of these phones for different reasons but the problem is here. I stil have been paying my bill ever month even though im having all these problems. I am on an account where they cant bill me for a phone and i feel that i just paid all this money for this phone that there is a problem. They told me at the store that the closest phone to what i have is the i9 so i feel that you should send me that phone to see if i like it and if it is better than the i880 since i been having problems for a year now. Unless you are going to give me a year of credit on my account which i dought you will do since that would be about 3,000 . So i do hope you will do something to help me cause i might be looking for other service soon since im not getting what im paying for…
June 27th, 2009 at 5:55 am
I recently had some work done with sprint (my cell phone provider), I was pleasently surprised by this agent Kim(KI622153) , I just had to write this comment to you.
What a sharp/professional/up to date on all the follow ups , must have employee. I experienced other agents over the years with sprint and I know excellent caring agent isn’t easy to come by. I just wanted to let you know that by her actions I am still with sprint at this time . Thank you.
February 5th, 2010 at 5:42 pm
Sprint is one of the worst company to try to get any done through because the do not have any communication between departments and the will BS you in thinking they care or they want to help, but they dont and they make it difficult to get in contact with them.
I have been trying to get a number I had that somebody stole and ported it to another company without my permission and the company messed up my pin/pass code and they wont even help me so now I cant even get into my own account.
They gave me this number (757-223-3996) to call but it goes to Keisha C. voice mail and the only time to call it is during the hours I work and so I take time out of my work day to call but it goes to her voice mail then she calls back while im working and cant talk,,, sweet way of doing business.
I say if enough people get together and leave the company and go to another provider maybe then they will help the people.
I looking for a new company to go to now and my friends have had good customer relations with Verizon so it looks like im going to them.
November 16th, 2010 at 6:18 pm
After being a customer from 1996 until now, Sprint has really broken my heart with their service,hidden fees,charges and MOST of all, the phones are just NOT on the cutting edge! They have become undependable and the in-store customer service has fallen down to a -1 for me. Sprint is just way too much for me and i am tired of going to the store every month and waitin 2-4 hours for nothing. They have stopped paying attention to the custoemrs needs and what makes it worse, the service is just so poor. the people there have very little of an attention span and they don’t give you the correct information OR don’t let you know about hidden costs or what is the best deal for your needs. they jsut don’t care about their customer and rob you anyway they can especially in the store.they just aren’t knowledaeable and then when you get the bill, you are charged with something you had no clue of and the manager just doesn’t bother to help you as long as you spend alot of money. After having 23 Motorola Q9C’s for almost 2 years i decided to go to the Emeryville store and purchase the Galaxy S.Aug 2010, i was told by Larry the CSR, that they didn’t have them in stock. So, instead i should ge the #1 Samsung Intercept. Aaron the store manager canged my anniversary date and i got the new phone. 30days later, Sept 2010 i went back to the store because i was having problems with the phone i again asked Larry the CSR IF the Galaxy S was in so that i could get the phone After speaking with the manager, Aaron, Larry came back and told me NO the phone still isn’t in. they tested my NEW phone purchased in Aug, 2010 and found that it was bad. it was repalced with a #2 NEW Samsung Intercept is replaced by a new one Sept 2010. I go back to the store in October 2010, because the phone is yet acting up and then tell me after 4 hours of waiting that there isn’t a thing wrong with the phone. ok…. I come back yet again in November 11th,2010 and i’m there early and i was told i could wait 2-3hrs and they could look at the phone, but instead Hansel CSR, tells me that he will order yet another NEW phone-#3 and it should be in the store Monday, November 15th, 2010 : and he will call me. Today is November, 16th, 2010 and this phone is still NOT in the store. I still have a phone that still doesn’t work correctly. November 9th,2010 @ 10:30pm the phone was trying to update something firmware or whatever. since this time, the phone cuts off every 5minutes! in the middle of a phone call, texting, and on the internet. I still have NO phone that functions. It is a shear hassle to be hanging around the Sprint service center on crutches. i have been on crutches since October…awaiting knee surgery and i still do not have a correctly working phone. i’m jsut tired fo the poor service and it’scome down to ME being forced to find another carrier. NO one can seem to help me out via phone customer serive, technical support management NOR in store support. it’s sad, and the VP of this company should really take a look at this. it’s not gettting any better for your customers. i don’t want to leave but i am at an impass here. i feel that i should NOT be changred for the EARLY TERMINATION FEES becuase of ALL the above. no one is willing to be thoroguh in their job with regards to the in-store help. customer service over the phone and technical. it seems they just don’t read ALL of the notes on my account or don’t have access to them or they jsut aren’t written in.
February 8th, 2011 at 10:57 pm
Sprint SHAME, Why is NO International ANDROID Phones offered, Sprint SLEEPING MANAGEMENT THINKING JUST ABOUT BONUSES…
March 12th, 2011 at 9:32 pm
Mr Hesse, are you aware that you have been mispelling my name wrong for 6 YEARS !!! My name is spelled Robert A Mc Dermott yet you are spelling it Robert a Mcdermott at times but the d is always small. Is it too much to ask to spell a name CORRECTLY !!!! When I call your customer service ctr concerning the mistake they always indicate it is correct but all the letters are CAPITOL !!! How can they tell ! My name is Mc Dermott with a space between the Mc & D not Mcdermott. I ve got to give you credit you are consistent. CONSISTENTLY WRONG !!! You cannot make this up & if you need proof I will send you copies of all the mistakes the past 6 YEARS ! It is a simple correction so how come it has nt been corrected? I really don t think the calls are monitored for training purposes or is it you don t really care. In closing I would just like to say if your name was spelled incorrectly for 7 YEARS would you attempt to correct the problem ?? Thank You
April 6th, 2011 at 9:36 am
dan@sprint.com???????????????????????????????
Satisfaction promised, Ideals encouraged, contact the CEO, Dan Hess of Sprint a Deferred Promise:
November 2010 I allowed a Sprint Representative to sell me on a Blackberry Curve. What the heck, I the conservative dinosaur was prepared to enter the 21st Century from The Dark Ages after being with Sprint Since 1999.
Adamant about not having a ball-n-chain contract with any provider, I’d avoided one with Sprint since ’2004 but remained with Sprint because the coverage was great within the territory I’d covered.
Some cute sales person got me to purchase the blackberry and understand that I’d receive a rebate and the ultimate cost would be $49.99 on the Smartphone with a 2year contract so I figured, sure, it’s an economic win, why not? Go for it? I was asked if I’d like the insurance with an explanation of how critical it would be in the event that the phone was lost, damaged or stolen. Which I thought, sure, but what the heck since this is a new technology to which I’m unfamiliar. It’s a backup right?
Well flash to 5 mos later, March 30, 2011. Some bottom-feeder indeed does steal my phone and I’m now left with no access to email, my contacts, clients, my surgeons personal information; EVERYTHING poof, gone! I phone the company to have the phone deactivated so the thief doesn’t have the opportunity to start making global call on my international dime and, what, of course replace the phone, but what am I told?
“We’re sorry, but it looks like the insurance for your blackberry curve 8530 was never applied and you’ll have to replace it at list price, $349.00.” I receive this information, patiently but in disbelief as some kind of joke, of course, when I ask the young lady to whom I’m talking to please verify the account and carefully look at it because that doesn’t make since as I’d been more than amenable to the insurance because the salesperson explained its importance.
Since 1999 I’d have to say I never had neither rude nor dissatisfactory service, however this day, the Sprint Representative was markedly unpleasant and matter-of-factly-dismissive stating: “The only way you’ll replace that blackberry is to buy another at list price, period.”
I’ve attempted to contact Management and Mr. Hesse to no avail, so in the beautiful world of the World-Wide-Web, I’ve decided to document this VERY UNPLEASANT SITUATION to my current imprisonment to Sprint PCS with a 2year contract to which I may not exit and the FORCED $349.00 purchase of yet another BLACKBERRY CURVE 8530 (Now Obsolete Smartphone) in order to have cell phone coverage within my domicile.
Sprint has failed this consumer and since Mr. Hesse is being protected by a bureaucratic blanket of gate-keepers who have no intention of communicating This Premier Customer’s Buyer’s Remorse resultant from his company’s error. I Blog and post to Twitter in a tiny.url.com.
Kudos to Sprint for joining the other Me-Too-Dissociated from REAL CUSTOMER SERVICE Wireless Network Providers.
I’m feeling wonderful in helping the company’s bottom line at my expense; NOT!
June 22nd, 2011 at 1:58 pm
I have had two unbelievably horrible experiences with Sprint. Many years ago I got my first cell phone with Sprint. This was back in the days when roaming fees were charged unless you set your phone to only work within the network to which you subscribed – which I did. For 6 months I had to go into the Sprint store (with an infant child in tow) to argue about roaming charges on my bill when my phone was set up not to roam. Finally, many months into the problem, a CSR asked me if my phone had been checked. It had not and when they did, sure enough, the phone was defective. They replaced the phone, but after the 5th month someone had coded my account to not receive any additional roaming credits because “the customer has been educated on how to set the phone up correctly to avoid roaming charges” (even though the problem turned out to be the phone, not the customer). So, a battle ensued to get that 6th month of roaming fees credited. That took the remaining 6 months on my contract to get resolved. I vowed NEVER to do business with them again. I switched to T-Mobile and have been a happy customer with them for years.
About 10 years, and lots of supposed customer service improvements later, I decided to give Sprint another chance with wireless internet. I explained to the store salesperson that I was taking a huge step just to give Sprint another chance at my business. HUGE MISTAKE. The wireless receiver I got was defective. I spent 3 months going in circles with the store trying to get it replaced. Every time I went in they didn’t have one to replace it with, they were out of stock, etc., etc., etc.; nothing but a bunch of excuses. In good faith, I was paying my Spring bill each month (without receiving ANY service whatsoever). Finally, in the 4th month I contacted Sprint customer service directly. You got it, it was past the 30 days replacement period, they couldn’t help me. I cancelled my service – a priviledge for which they charged me $175. It took many frustrating phone calls, but I disputed the cancellation fee (on the grounds of common sense) and finally thought I’d resolved the issue when they agreed to waive the fee. At least I thought it was resolved until a collection agency contacted me a few months later. I again told my story and was told the problem would be resolved. Never heard a word from anyone again.
Today I found out from my credit union, with whom I’m trying to get a loan for a new home, that Sprint never resolved the issue and that this is showing up as a negative on my credit report. I Called the credit cureau, they referred me to the collection agency, called the collection agency, they referred me to Sprint, called Sprint, they referred me back to the credit bureau. When I told them that I was going in circles I asked to speak with a supervisior. Told her my story and her response was to tell me that the only way to resolve the issue is to pay the bill, then she HUNG UP on me. (Thanks Dan Hesse, for the HUGE improvements in the customer service department. Not.)
I don’t have a lot of credit and what I have is good, but this one black mark is having an impact on my credit score, which means I will be paying a higher interest rate on a substantial loan. Considering the financial ramifications, not to mention all of the time and stress involved, I am seriously considering legal action.
One thing I know for sure. I will never, ever do business with Sprint again. If every other cell company went out of business and only Sprint remained, I’d do without a cell phone.
June 27th, 2011 at 8:02 pm
Your phones suck & so does the 4G service cant wait till my contract is up & going back to verizon can you hear me now
July 22nd, 2011 at 3:49 pm
Dear Mr, Hesse
You are my last resort on solving my issue with Sprint. The staff doesn’t seem to resolve my problems. I had spoken to more than 30 customer service, technical care, supervisors and my still dealling with these problem since December 2010. My story is too long to write on this wall and I rather not. Please is there some that you can help me. I have been a costumer for long time and I have been paying so much on my bills that the coverage in my area are horrible. My cell is horible and the broadband as well. Perhaps you can write me directy…4412 verdugo rd Los Angeles CA 90065. Thank yo.
August 11th, 2011 at 2:56 am
Am I missing something? This blog is not written by Dan Hesse, and I’d probably faint dead away if he even knew about it, so why are all these people writing to him on here?
August 21st, 2011 at 7:26 pm
This is 1 of the millions of Mark Davis’s in the world…… The fact of the matter is…. none suck, none are great….It all depends on individual experience and how one feels after the plate is served to them….. I now only try to enjoy the battle and forget about the result. Doese’nt anyone realize that in trying to receive what you actually deserve and pay for is an exersize in futility? for Dan Hesse to serve his client base a plate of shit on national TV, shows that he is as brainwashed as the rest of you idiots that eat plates & plates & plates of shit every day from the blood sucking maggots you all , by the end of the day, admire and resent at the same time. remember this people….. they will keep doing it and doing it and doing it,…. until you wake up, wake up wake up…. you should only blame yourselves…what a sick and twisted society the $ created. i like $, but it takes a back seat to the truth. Oh, but I am proud to be an American, because in America we teach our Children that violence is not the answer but then our mature adults that are so superior to the common man… to this day still blow up our own species when we need to occupy the Nations with the OIL… oh, and deceiving us into believing that it is necessary for those same children, so taught the opposite, to die for their Country because that is the reality of this dangerous world.. with villians, dictators, and mean mean people in which they will protect us from.. they will take over the world and strip us of our liberties if in fact we do not sacrifice and kill and shed blood and do the same as those aformentioned villians. The biggest plate of shit ever served to the American public, shame on you… when will you ever truly respect one another and lay down the truth? Comment if you wish, but I know I will only get the same from all of you.. SHIT… KOOK out!
Mark Davis Says: Your comment is awaiting moderation.
August 18, 2011 at 5:02 am | Reply
Kook back>
I demand what I feel I deserve……. never matters if I receive what I demand>>>>> I choose to be satisfied with the fact that I expressed myself and gave myself the respect and provided the truth wether it helps or hurts me… in the end I am complete>>>>>> are you?
BTW,… all the plates of shit served up previously posted ultimately stems from fear and the weekness of the ego.
Put that in your pipe and smoke it! Hypocrites!!!! (did i spell that correctly?, fuck it, I don’t give a rats ass!) Spelled correctly or not,…. it’s still the truth. Now…… have a nice day!….. and I mean that from the bottom of my ass! If any one individual takes offense to this or my previous post will just prove my point>>>> You see, I do not have intention to hurt or insult, and if my opinion creates any anger or desire for one to seek revenge, this will only back my statements even more…. My rant and intent is for awareness and contemplation, in hopes to convey to all the animals the absolute need for the truth, finally,,,…. the truth….. get it?? If not….I understand>>>> your balls are still in the way. Fucking simpletons>>>>> if there is a GOD, good luck explaining yourself…. oh, but he/she/it/the/whatever will probably forgive you anyway…. no worries…… another plate of shit serves up from $ hungry, week, scared animals, that for some reason were blessed with a brain so they can lie to you….. Hey, HITLER is dead, KENNEDY is dead,…. can we grow up and be HUMAN BIENGS for once!!! No, cause there will always be an asshole in the crowd that all you people voted for…. put him/her/it/the/whatever in power so more plates of shit are served and eaten and ultimately turns into more shit which will find its way down into the earth and provide our childrens, childrens,childrens children something to kill themselves over
Peace out
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September 3rd, 2011 at 12:36 am
HAD AND EXCELLENT SERVICE, TERRY WAS HELPING ME WITH MY PROBLEM VERY HELPFULL TOOK ME STEP BY STEP, ON REBOTING THE PHONE TERRY WAS A BIG HELP THANK YOU FOR EVERYTHING.
September 17th, 2011 at 1:58 pm
You people do understand that this is not Dan Hesse who wrote the blog post don’t you? The writer is talking about his experience emailing Dan Hesse from sprint. You people are writing letters to the wrong guy. Am I the only one that sees this happening? Let’s all take a minute to actually think about what we’re reading before we write our own “Dear Dan” letters in the comments here. Damn some people are stupid. P.S. this original post was written in 2008 and you people are still on here in 2011 writing your letters to the CEO. Come on dummies. Wake up.
September 17th, 2011 at 2:02 pm
Mark Davis is apparently deranged btw, I am not affiliated with that psycho in any way. The wake up comment was just a coincidence.
October 12th, 2011 at 6:47 am
I have gone round and round with the Sprint reps. My husband and I have literally spent HOURS on the phone with your reps for a phone that I have to go outside to talk on. I have taken it in to a service center not in my city, only to be told to take it back. I am on a program and my bill increases every month and cannot get a reason for the increases.
PLEASE HELP WITH THIS BURDEN OF A PHONE!!!
December 25th, 2011 at 5:44 pm
Dear Mr. Hesse or whoever will be reading this:
After reading all of these negative replies, I’m not sure it is worth my time replying but there must be a sense of decency somewhere in all of this.
I have been a sprint customer for 10 plus years and until about a year ago I didn’t have any complaints but I do now. I have contributed a large sum of money into your company which has benefited you quite handsomely. I don’t mind supporting you as long as you repay the service.
Within this year I have had 2 phones bite the dust and it was a phone that is suppose to be bullet proof. Ha. Not so. The first phone had its screen go defunct. I brought it in to my sprint dealer and was told that because I didn’t have insurance the phone would have to be replaced at my cost. Approx. $250.00 + tax and that was on my 2 year, signed contract. No cost break??????? Wow! what a deal. I considered changing providers but then I would have to pay an astronomical penalty fee..PENALTY!!! Well, I stayed with sprint reluctantly. Now less than a year later, the flip top to my flip top, bullet proof phone, broke off. Un-prepaired to deal with another incident, I used an old phone and changed the sim card. After a month or so I decided to look into my options for another phone. I went to the nearest dealer and here is what I was told. I could buy a replacement phone for $35. Wow! I was ecstatic but it would replace the current phone I was using as that became the phone on my account because I changed the sim card into that phone. I wanted to replace the phone I had originally purchased. I was given this big rigamaroll about having to go get the other phone and it would be changed on my account after a few days and then I could purchase a replacement phone. I live an hour away. What a hassle and then couldn’t find the damaged phone and was told “we’re sorry but we won’t be able to give you a replacement phone without the damaged phone in hand. That’s our policy”, I work for a multi-million dollar company and manage a program with policies and there are times when CUSTOMER SERVICE TRUMPS POLICIES!!!!!!
I ended up purchasing a new phone for $317.00 and a contract still in force for more than a year. What a deal. The next day I called customer service and told my story and was passed on to 3 higher up service people and each mimicked the other. “Sorry but we cannot help you without the damaged phone. That’s our POLICY”. Sure you can!!!! Anything can be done for CUSTOMER SERVICE!!!!. I explained each time that with my first damaged phone almost a year ago I was not told about nor given the opportunity to purchase a replacement phone for $35. Again, another full priced purchase. How about righting a real big WRONG!!!! I only stay with sprint because they are the only dealer with DC which is helpful with co-workers but slowly my co-workers are leaving sprint and going to a more customer friendly provider. When my contract is up I will be doing the same if this problem is not corrected. All I want is a reasonable replacement phone. What do you say ?????? I hope you care enough to fix this problem.
Most Sincerely.