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|09-17-2006, 12:52 AM||#1|
Join Date: Jul 24, '05
Phone: HTC Evo 3D
Thanked 0 Times in 0 Posts
Sprint Screw Ups
My story is a long one:
It started in March of this year and is still going. Some of it partly my fault, which I am mature enough to realize that 50% of it is my fault, but Sprint has not owned up to their fault.
Let's go on a journey back in time:
March : I order and charge two phones to my Sprint account because I have that ability to do so, 2 PPC 6600's and was dissatisfied so I called telesales back and asked them what the return policy was. They stated to me that since I ordered the phones through telesales I would have to return the phones through telesales. I told them that was fine but how do I go about getting replacement phones for the ones I was sending back? I was told I could go ahead and order replacement phones and charge them to my account as I did before, they would send me a return kit for the others and it would take 10 days to credit my account back for the phones I returned and everything would balance itself out by the end of the billing cycle. I said ok let's go ahead and do that, I then ordered the return kits as well as the new phones, which was two treo 650 w/ camera. The phones were buggy and we weren't happy with them, and by this time it's almost the end of March. I decide well, I'll just call telesales again. I had also sent back the previous phones back to Sprint, and kept the tracking labels so there wasn't any problems. I order yet another set of return kits for the phones and proceed to order the PPC 6700 (another pair) I check my account online to see if they had credited my Sprint account for the other phones yet because it had been the time frame of a little over 10 days since I had sent the other phones back to Sprint. My bill was 2200.00 which was about right for the cost of all the phones. I called Sprint and they gave me the run around. They then turned around and told me it could take upi to 2 billing cycles for the warehouse to credit my account. I then told them that I was told otherwise from a Sprint telesales rep.
It's now April:
It had been almost a month now at this point, and Sprint decides to suspend service for non-payment. I speak to a fianance person, who then calls the warehouse. I was told the phones were returned but it could still take yet another billing cycle to credit my account. That's also when she quoted a bill due in the amount of 2300 and some change ( equipment + service) I told her if I order 2200 in phones and I then send back 2200 in phones what does that leave me with? She said 0 but add my monthly service charge. I told her I was not dissupting my monthly service, I was disputing the fact that I had sent back these phones to the warehouse and they still had not done their job of crediting them back to my account.
Well, needless to say she was of no help whatsoever.
May Comes and May Goes:
With no credits back to my account yet, so I decide well, I need to pay off some of this, and they will eventually apply the credit. I make a payment in the amount of my monthly service charges, because that's all we owed in reality plus the last two phones that we ordered.
Still nothing at this point. I paid of most of everything which actually didn't help becuase then when I called Sprint to find out why the warehouse never credited the account I looked like a jackass because I was making payments towards those phones so it looked like I still had them.
This is where it gets great. At the begining of July, I called and ordered 3 more phones, because we had added a new line of service to our account. So of course we needed a phone to go with that third line. At the middle of the month all 3 lines were turned off yet again, because the warehouse actually charged us for the phones that were sent back instead of crediting our account. I got in touch with a great retention supervisor, who called the warehouse and had confirmed with them the ESN's of the phones that were in fact returned at the end of March/begining of April. She then credited our account for the phones and gave us I think a 100 extra just for the inconvience. At that point I was SO SICK of their crap, we decided that we would port our numbers to NExtel, and the hell with them. We ported the first two lines over to Nextel and I called Sprint and had them send two return kits for the phones that had just been ordered in the begining of the month since we were switching over. Everything went smooth as butter. I sent the phones back and everything. Then in the begining of August, we decide that Nextel is not for us. The phones were clunky , they dropped calls left and right. We were used to our sleek llittle Sprint phones. I call Sprint to have our numbers ported back over, but I needed to order a new phone because I sent back mine and the other one. I paid for it through telesales, and got that started so we could switch back. Another problem, the phones that I ordered back in the begining of July were charged to the account, when in fact they were supposed to be credited to the account. Well, I was lucky and got my new Sprint phone the day I had to cancel my Nextel account or I wouldn't get full price refunded to my Nextel account and would have had a ETF. So my husband had his second phone still and went ahead and ported his number over like a week before I got to. When I went to port my number over from Nextel back to Sprint, I was told I would have to wait til the next day, because Nextel hadn't fully ported my number over to them. I said that I couldn't do that because that was the day I had to cancel. Luckily Sprint sent the new phone phone with a temp. phone number and I just decided to keep that. Also, luck I called Nextel and ordered the return kits for the phones I bought a week before all this craziness was happening, because I was told that Nextel looks at the RMA number of when the return kit was ordered and not when they recieve it. So needless to say, the phones I sent back to them at the end of July have a scheduled credit date of Oct. 2, 2006. They still owe my account 928.99. Hopefully I don't have to keep battling this out with them for too much longer.
(in no order) Samsung VI660, Hitachi G1000, PPC6700,Treo 700wx, Samsung A900, Samsung A920,Katana, Fusic, Musiq, Moto Q, Moto i870, Sanyo M1, Moto KRZR, Samsung Upstage, moto Razor V9m, Moto Q9c, Samsung M520, Instinct, Rumor 2, Instinct s30, Samsung Exclaim
Verizon - LG EnV2, Samsung Alias 2
|03-16-2007, 10:03 AM||#3|
Join Date: Mar 12, '07
Thanked 0 Times in 0 Posts
seriously...all of this could have been avoided if you would have just gone to a store. Sorry...but I've seen telesales and web sales screw up so many accounts...and it's mainly b/c the customers don't have the same phone numbers that the stores have to call and get things straightened out. Customers also don't speak the same lingo as the telesales/customer care/web sales people do. A store rep can translate from consumer to support lingo, and get something fixed faster. Also returning a phone to a store is a lot easier and has a faster turn around time for you, the consumer. You probably didn't know that going to a store would have been easier...but it would have been. And another helpful hint...if you ever buy from telesales or web sales and go to a store to fix something they have screwed up...you're likely to get the run around from them to because they feel like they owe you nothing simply b/c you did not buy it from that location.
|03-16-2007, 11:47 AM||#4|
i'm still alive!
Join Date: Oct 6, '04
Phone: iPhone 4
Thanked 6 Times in 5 Posts
it IS march of this year...
|03-16-2007, 03:33 PM||#5|
Cellular Phone User
Join Date: Aug 31, '05
Location: los angeles
Phone: Touch Pro
Thanked 2 Times in 2 Posts
Yes, but did you see when he wrote the comment? Last September. I wish him good luck and hope it all worked out for him.
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