Remind me that I’m done with Sprint PCS
Posted on April 10, 2006
4 Comments
Grrr.. I’m so frustrated right now I can barely see straight. And I’m going to attempt to explain why I’m distraught. First the short version: A large company lied to me. Twice. One lie was, no way to not say it, intentional. The other more a “lie of omission” as several customer service reps (CSRs) neglected to mention some rather important details.
So here’s how this all shakes out. Last summer we opted to add a phone to my plan for the daughter. This took two phone calls — one call for me to gather information and one call to actually do it. I spoke with two different people. Now, I had fulfilled my contract obligation already and asked, during both calls, if this was going to get me stuck with yet another 2 year obligation. “Oh no, sir.” Ok then. Clarification time and again, both calls, I learned that while my phone wouldn’t be under obligation, the daughter’s phone would have a 2 year deal on it. Ok, fair enough and I can deal with that.
During those calls, I commented that perhaps I’d like a replaced phone. My battery life was becoming underwhelming. Phone is over 3 years old, so this isn’t a huge shock to anyone. Oh, no problem, I’m told that I qualify for the “trade up program”. Just go to the store and take $150 off the price of any new phone. I’m intrigued, but never had the time to actually do anything about it. Well, I tried one sunday afternoon at the local radio shack, but it was a zoo and the “corporate folks” had issue with my phone being on a business plan so… after an hour (perhaps a bit longer, actually) I said screw it and gave up.
Fast forward to a couple weeks ago when I had to call Sprint to clarify something I was seeing on my bill (a whole ‘nother story on its own). While I had the lady on the phone, I asked again about the trade up thing. Yep, I still qualify. “Just pick out a phone you like and you’ll get $150 off the posted price.” Ok cool.
Last week I head over to the nearby mini-mall that has a Sprint/Nextel housed in it. Told the young lady what was up. She turned me loose to browse for my next phone. Well, they didn’t have much for selection… and, after I picked out a nice $149 phone she informed me that “my price” was off the retail phone price, not the sticker price shown for the phone. The sticker price is only for people signing up for new service…. oh boy. Nuts to that, I’ll go to a bigger store and at least see more variety.
Went to the bigger store this afternoon. Politely wait 20 minutes until they’re ready to assist me. In chatting with the young helper lad, he mentions that my current commitments are through August of ‘07.
“Pardon me?” I ask in a bit of a stunned disbelief.
“Well sir, when you added the second line, you changed your plan.” (and suddenly I realize I was flat out lied to by two phone reps)
“Dude, your CSRs (two of ‘em) told me multiple times that adding a line wouldn’t add another two years to my plan.”
“Sorry sir. Oh, and just so you know, by doing the phone upgrade that adds another 2 year obligation and a $36 activation fee.”
I just about lost it. After talking to Sprint about this silly “upgrade” thing for over 1 and half years, today is the first time anyone bothered to mention that little gem. So, not only is it not really $150 off of the sticker price, it isn’t really a $150 savings. It is a $114 savings. PLUS yet another damned 2 years. I think that definitely counts as a lie by omission.
Oh yeah, my helper today helpfully mentioned that it would cost me $150 per line to get out of the contracts. Thanks, bub.
This isn’t customer retention. This isn’t how to keep happy customers. Words fail me, but I’m not a happy Sprint PCS customer right now. But for the next year and a half, as my cell phone battery dies in the middle of conversations, you can bet I’ll be telling all my clients just why they keep getting cut off.
Tags: consumer, Sprint, SprintPCS
Possibly Related Posts
Comments
4 Responses to “Remind me that I’m done with Sprint PCS”
Leave a Reply
Now you know why I bought out of my contract and switched to Verizon. I too had been lied to by their CSRs. I believe it is built in, it happens too often to be an accident.
When I moved to Colorado, Sprint nailed me with a $150 line cancelation fee. That took 4 months to get resolved… Also, I failed to notice that they billed me for both Illinois and Colorado tax for nearly 1.5 years, nearly $75 total. They would only pay me back for 6 months worth of tax. If it wouldn’t cost my soul to get out of the 2 year contract, I’d be with Cingular or Verizon in a heartbeat.
Oh, I bought myself out because it was cheaper than finishing the contract which I saw as supporting someone who had no desire to give my support to with money. I vote with my dollar, and leaving them cost as much as three months of staying with them… I left, and haven’t missed them a bit. It’s expensive in one big chunk to stay… but it’s soul-saving to know that you’re not sending your money to the devil every month, helping pay for the commercials they use to recruit more ppl to join them only to be screwed later. Fight the Power!!!
http://www.sploid.com/news/2006/04/sprint_wont_let.php
Pfc. Dane Gabrielson, a 25-year-old member of the Wisconsin National Guard, shipped out to Iraq a year ago, leaving behind a Sprint cell phone and a $68-a-month bill. Ever since then Dane’s mother, Tamara Harris, has been begging Sprint to cancel or suspend his service, but to no avail.