Cingular (now AT&T) vs Sprint - Voice and Mobile Broadband Services

At Edoceo it's a common request from our consulting clients for information about cellular services including voice and mobile broadband. In an effort to service our clients better we tried the Cingular and Sprint services, this documents our experiences. In the efforts of full disclosure Edoceo has been using Cingular (now AT&T) cellular voice services since 2001.

Over the course of this experiment we tested both of these systems and analysed them from both a technicial and business perspective. The main points of the study are below, details follow.

Voice Services: The AT&T system outperformed the Sprint service for voice. There were fewer dropped calls and fewer call failures.
Mobile Broadband Services: Sprint mobile broadband was faster, but Cingular was more reliable in more places. Both system were able to maintain at least as 128K connection, when connected.
Customer Service: Sprint hold times where routinely over 30 minutes and the staff as rude and unknowledgable. Additionally the Sprint staff would give inconsistent information regarding our account from call to all. During the 22 days of comparison we never had to call Cingular.

It should be readily obvious that the Sprint services are untenable and create a liability. The Cingular service, while a touch slower on the broadband side, was definitely better.

Cingular (now AT&T)

Our Cingular service for the Voice was unchanged during this test. A Cingular broadband card was acquired and activated. The bill received after the signup process was accurate and consistent with information provided by in store personel. The broadband service was not as fast as the Sprint services, even in the same area. However, the Cingular services worked in areas where the Sprint service would fail to connect.

This service was reliable and stable. The lack of issues more than anything indicate stability. After the Sprint experience document below the AT&T service stands out.

Sprint

This service was tested in January 2007

When purchasing this service, the staff at the Sprint store was very friendly and knowledgeable. Their POS system crashed on four terminals, on multiple occasions. The time to complete the purchase was over one hour and forty-five minutes (1:45). Unbelieable.

We selected a free phone and the broadband card had a rebate to make it free. On account that we were activating both voice and data at the same time all activation fees were waived, nice. The voice plan selected was $40/mo and the data plan was $50/mo.

After using the service for 20 few days, there were over 10 dropped calls. The voice quality was good, but losing so many calls in such a short time is unaccpetable. The broadband service was good as well, decent bandwidth in multiple locations. Of course having access to broadband anywhere we have cellular signal is really cool too.

Within 15 days the first bill was recieved, for over 200 dollars. There were activation fees and both the voice and data plans were overcharged. Our attempt to call client services resulted in a hold time over 30 minutes. The CSR we spoke with was unable to make modifications to the account to correct this issue.

We returned these services within 20 days of original purchase. When returning the items the store personel asked why, our response was the low quality customer service. The staff at the store informed us that we would only be charged for the days used, 22 days in total.

Upon returning to the office we called the Sprint customer service line. We requested updated information on the account, since we've cancelled what will the total charges be. The CSR informed us that the total charges for the 22 days of service would be 55.31 USD. We promptly wrote a check and mailed it in, it was process by our bank eight days later.

In Feburary we received a bill from Sprint, for services after our cancellation date. We called the Sprint customer service line, but were required to enter our Sprint phone number. This information was long since gone as we had been without the service for more than three weeks. We had to guess at a number to enter their system, use 206.541.2356 if in the same predicament. The CSR we spoke to informed us there was no balance on the account and it was closed. Fair enough, thank you.

In March we received another bill from Sprint, for a past due balance and current monthly charges! What!? This is unbelievable, we called Sprint. The CSR informed us that the account was closed and there was a zero balance. We asked why we received a bill, "the account is closed" was the response from CSR 231414. Are you sure we asked. Then after 30 minutes on hold, and over 15 on the phone with this CSR we informed we owed $67.87! Where did that come from?

Upon asking to speak with a supervisor the CSR informed us that if we don't pay it will affect our credit. We requested again for the supervisor and were then dismissed by this CSR with not so much more than a "I have to go, good bye". Unbelieable.

Summary

Cingular service is acceptable, but still not as good as we'd like - we expect the world. Sprint service level is untenable; it will be a liability for your business.

Sprint has the worst customer service we have ever experienced from a communications provider. Hold times were routinely above 20 minutes, the CSR staff was unresponsive, rude and unhelpful. The lack of issues on the Cingular system here clearly indicates it will take less time and money to use this carrier.