I had an experience with Sprint which challenges the negative thinking about Sprint that I have seen. I had made changes to my Sprint account and ended up with a really surprising bill for $450 when I was expecting it to be around $150. When I get a statement like this, it ruins my dinner while I fume over the errors, and fret about the 'call from hell' I have to make to fight for every part of the correction. So after dinner, I went to my home office, made notes all over the 10 page statement as to exactly what was right and what was wrong, found receipts, etc. then made the dreaded call to a company whose reputation is to make mistakes and fight you about them, and make claims and try to collect.
Bottom, line, they asked intelligent questions, immediately started disarming the situation and made me feel cautiously hopeful. I, of course, kept my guard up, after all, this is Sprint... But no, piece by piece they checked, concurred and credited. All of the extra amount. My final adjusted bill ended up within a few dollars of what I had originally expected. I was so happy. So relieved. This isn't what I expected from Sprint. By the time I hung up, I was impressed.
Not completely, it wasn't an efficient process, taking an hour and two calls (the first one disconnected) and for some reason the person on the phone, seemingly quite competent, had to keep putting me on hold for minutes at a time, seemingly to go confer with some higher power/more knowledgable person. But hey, it worked. I was happy, they fixed my problem, I'm still a customer. They can work on efficiency later.
Let's see if this is typical, or if it was only because I tipped my hand as a loud mouth. (I asked, and received permission, to tape the calls). If this is indicative of Sprints having made changes under the new CEO that are finally reaching the front lines of customer interaction, then its a great improvement.