Same goes for the "this company is #1 in this" crap. I don't pay much attention to that, but as far as being a loyal customer, i'm loyal to whoever I happen to be paying the bill to each month.
My experience with Sprint -- along with quite a few people I know -- has been downright excellent in the cust. service department.
Case in point:
When I first became a Sprint customer, I was just cleaning up my life from an AWFUL drug habit. I had been eating painkillers for about 4 years (or more if you count the off & on time, but 4 years straight the last time)...and had ruined my self in credit debt...dang near lost everything I had (except home, which luckily I was smart enough to keep it paid for and not mortgage it ever again!!). I'm the only person I know that at age 25, I had a paid for home..no rent, mortgage, nothing. Utilities. But I wasted SOOOO much money on this stupid pill habit I had that it's embarrassing to even think about!! At any rate, when I FINALLY decided I had enough and cleaned up (almost lost my wife and kids over it) I was way in debt.
I decided to try and get a Sprint phone, because I had done prepaid, ruined my contract phone with T-mobile and got so far behind that I couldn't catch the bill up...and AT&T wouldn't even talk to me without a $500 deposit -- ha ha ..right!
So, Sprint gave me the phone for free, no deposit, and I was spending money on bills instead of pills...so I kept it straight. Bill paid each month like normal people should do...
For 2 years, I never had a hiccup..until I got laid off, then 3 months later my wife got laid off. Here we were with 3 kids and NO income at all. I dealt with unemployment, like the other Americans, as we were in the middle of the economic meltdown...this was around 2010...
Had been loyal for 2 years with Sprint, never a late payment at all...but suddenly, the federal government couldn't decide if they wanted to extend unemployment benefits -- and they argued for TWO MONTHS over whether or not to give another 6 months of unemployment to people. We were steadily looking for a job, and just so happened that my wife and I had both tested for working with the states power company...and we both passed. But we were FAR from being employed, and still needed that unemployment. We went 2 months without any benefits at all...and I had to call Sprint and tell them that we couldn't pay our bill for 2.5 months. So in that time, obviously, I acquired 2.5 months of bill...which came out to about $600 bucks.
Did Sprint cut me off, or get rude...???
NO.
Sprint totally handled it with professionalism..and I told them that I had been a very good customer, which they agreed with, and I told them I was sorry for the problem with paying the bill..but it really wasn't my fault. I even told them that I was willing to let them cut off my wife's phone and just keep my line for incoming calls only, I told them that I understood if they needed to suspend my phone for outgoing calls.
They told me they didn't need to do that..it wasn't necessary. They said I had been a good customer for quite some time..and that they were going to help me in any way that they could. So they put my bill off for 2 months.
When I finally got unemployment again, I got lump-sum all at once. So it was quite a bit...considering my wife and I both got back-pay. The VERY first thing I did was pay my Sprint bill. The very day that my unemployment went through (on a Wednesday), I paid half the total bill. Then two days later on Friday, I paid the remainder. I called Sprint back and told them.."hey, this is what I'm doing, I'm going to pay half of the total bill today, right now..and then I need to pay some other bills like power and buy food, but once I get done catching up, I'm going to pay the rest of what's due. I just need to make sure I have enough money to go around."
They were excellent..never gave me the slightest problem. Never a suspension on my line..nothing.
That's what I rate customer service on. NOT some survey by J.D. Power or some other company.