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I work at radioshack selling sprint and ATT. We honestly see stuff this bad all the time. The customer service for sprint is desperately understaffed and undertrained. I'm a rep and I've been put on hold for hours at a time. It's pretty awful.
I'd recommend T-mobile if you can get coverage for them. They've been rated first for customer service 6 years running. I actually just got hired at the T-mobile call center in springfield and the process is by far the most thorough hiring process i've ever seen with a cell phone company.
Anyways, yeah drop sprint. I really only sell sprint to customers if their deposit with ATT is too high. There's a reason a 500 deposit for ATT is a 150 deposit for sprint.
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