Sprint customer service is terrible. I have been working with a user who has been trying to activate his blackberry for over a week. Little bit of a back story, the user activated his device on the BES, no problems. That night at midnight, the user stopped getting emails and started getting the message "service blocked" when he tried to send messages. So we get sprint on the phone and they verify the data plan is correct. We hang up and I do a test activation with a sprint device, no problems. Call back, escalate to RIM, RIM confirms the user is not on the correct data plan to activate on a BES.
After we talk to 4 different sprint reps, we talk to a guy who seems to know what he is talking about, gets on the phone, and says " your on the wrong data plan, sorry about that" and fixes the problem in 30 seconds. This cost me over 10 hours in troubleshooting and help desk time.
I've spoken to representatives at dozens of over seas, Canadian carriers and all major US carriers, and never had a problem.
I've never had issues with their CSR's. I'm a 8 year customer with sprint (Nextel 6 years). I do hate it thought when I get an overseas CSR because they do not know what the hell they are talking about sometimes, but that goes for any CSR overseas.
That happens with all carriers, though. I had pretty crappy service from AT&T today, if it makes you feel any better (not 10 hours worth, but for something that should have taken a few minutes and took MUCH longer and the rep had to call a couple of different people over to help).
Sounds like a bad experience for you, though, and is always frustrating. Don't you wish you could just get access to their systems to check it out yourself? I do.
Our company has T-Support and when there is an issue like what you had I always call them first to verify the correct plan. That way I don't have to mess around with someone telling something I know isn't true.
__________________ No longer a BES Admin, but it was fun while it lasted!
Sprint
