I had wanted to get the HTC Hero today. The reviews seemed generally favorable and, given that my current opinion is that a Windows Mobile phone is slightly less reliable than tin cans with a really long string, I figured that having a day off seemed like a good opportunity to snap one up. The nearest store to our operating center here wouldn't even be open until noon, so I waited to try call until that time. That's pretty much where things started going south.
Upon calling the store, I was greeted with the usual lengthy menu of options, complete with the paradox of being told "For Spanish, press two" in perfect, crisp English. After navigating that mess, I was briefly given hold music before an automated message interrupted to say that all associates were busy helping in-store customers. I re-entered my selection, only to have the same thing happen again: after fewer than twenty seconds I was kicked out of the hold queue, this time with a message telling me I should make an appointment if I want to talk to someone. That really isn't an option, considering that it's a ten mile drive each way and I'm not about to waste that kind of time going up there only to find out that I can't get what I want.
Having exhausted my options locally, I decided to try making a call to Sprint's main 800 number. It took several attempts of random button mashing just to get to a human being, but I tried. The first suggestion was that I try Best Buy, Wal-Mart, and/or Radio Shack if I want to find inventory that's nearer or information that's more useful than a Sprint store. I appreciated that information, then started to ask about the phone specifically and the plan I wanted. At that point, I was told I couldn't keep the 15% employee discount I currently have with the plan I would be required to switch to. Nowhere, on any of the information I'd ever been given about the discount, was there a restriction on what sort of plans it could apply to. I called them out on that and was told that no discounts of any kind were applicable. Never mind that I was already asking about a plan that would have increased my monthly bill by at least $30 even if I got to keep the discount, nor that I'd been a customer (albeit a very unhappy one) for two years. At that point, I didn't really see any point in holding back; I just said that Sprint had mastered the art of screwing prospective customers out of as much money as possible, thanked her for warning me that I would be getting screwed out of even more money if I decided to stay with them, and hung up the phone.
At this point, I'm seriously unsure what I want out of a cell phone company at all. The biggest problem, of course, is that all the major carriers suck. There is no national carrier that doesn't screw its customers six ways from Sunday and, given that I drive all over the place, a regional carrier isn't a viable option. There's also the fact I need an aircard or a device that allows tethering, services that I've never seen advertised by anything other than AT&T, Verizon, Sprint, and T-mobile. I don't know what it would take to fix the cellular industry right now, but to me it seems like it is fundamentally broken in its current incarnation. It seems like they want to make it as difficult as possible to do anything, even giving them money, due to their bureaucracy and general incompetence. How can they possibly be this screwed up?
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