More Sprint customers step forward with unresolved complaints - WFLA News Channel 8

More Sprint customers step forward with unresolved complaints

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TAMPA, FL (WFLA) -

About 90 people have contacted News Channel 8 about their Sprint service since last Friday's 8-on-your-side investigative report into customer complaints.

8-on-your-side has been digging into complaints of dropped calls, slow text messages and contracts that come with hefty cancellation fees. Many of the customers say service was fine until a few months ago, but many also complain that Sprint has been unresponsive to their concerns.

Sprint Spokeswoman Kelly Schlageter told 8-on-your-side that company representatives will contact customers one-by-one to look into their problems.

Cheree Neely, of Riverview, says Sprint told her it was normal to have to walk outside to get cell phone reception. But after months of standing on the sidewalk to get a cell phone signal, she switched from Sprint to another phone carrier. But Sprint at first refused to waive $1,500 in cancellation fees for her family's six phones - even though it had waived cancellation fees for other customers.

"For two months, I did business outside in the rain, and that includes the rainy season," Neely said.

When 8-on-your-side started looking into problems in December, Sprint called their signal strength strong.

But we've been contacted from all over the Bay area, from 8 different counties and 31 cities. Schlageter sent this statement about the complaints:

"Sprint is making a significant investment to improve our network in Tampa and we are seeing results. We recognize, however that these improvements are not coming fast enough for all of our customers in Tampa and are working to complete the upgrades as soon as possible. In response to the issues brought to our attention by WFLA, we have investigated each one and are responding directly to those customers."

After inquiries from 8-on-you-side, Sprint called Neely to say they want to work something out.

"It was six weeks of telephone calls and emails and talking to one representative after another, and nobody knowing what the first one said, and nobody saying the same two things twice. it's been night and day difference since the story aired."

Schlageter, from Sprint, blames the problems on tower upgrades but says the reception will be better than ever when upgrades are complete later this year.

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