disturbing Sprint policy facts, learned the hard way

I've been with Sprint since 1998, but the events of this week are going to make me
a FORMER customer.

I'll avoid the whole long story (i330 stolen, Sprint somehow "lost" my request to add
Lockline when I activated it, so now I'm totally out)... but in the process of talking
to Customer Service (when I could get through), I learned the following rather surprising
(to me) policies:


1) *I'm* responsible for all usage of the stolen phone for the first two days (Monday and
Tuesday) because I 'failed" to notify Sprint before then. Well, given that Customer
Service was TOTALLY CLOSED on Monday (I tried every backdoor number I've ever
heard of, but the whole operation was shut down) and ALL Call Centers' systems were
down most of the day Tuesday, I'm still screwed for that usage despite the fact that I
called within 90 minutes of the theft.

2) Even had the insurance coverage been properly reflected on my account, it could take
a MONTH from the day I submit to them a police report (!) for them to replace my phone, and
it wouldn't necessarily even BE another i330 (rendering all my accessories useless). I
could hardly afford to be without a phone that long, and I suspect few could.

3) my fallback for the moment is to use ny old Neopoint in the meantime. Despite having tried
to activate on the web site first, I'm getting charged a $36 activation fee BOTH when I
activate the Neopoint to use while waiting for a replacement AND AGAIN when I activate
the replacement. These fees would also apply even if I'd HAD the insurance coverage
reflected properly on the account.

4) I couldn't even add insurance coverage on whatever subsequent phone I get without
incurring a NEW 1-year Advantage agreement commitment.


Now, all the above was verified with a "supervisor". If anybody has referenceable information
that any of the above is NOT standard procedure, I'd sure like to hear details.

---

› See More: disturbing Sprint policy facts, learned the hard way

In article <[email protected]>,
Scott <[email protected]> wrote:

> I've been with Sprint since 1998, but the events of this week are going to
> make me
> a FORMER customer.
>
> I'll avoid the whole long story (i330 stolen, Sprint somehow "lost" my
> request to add
> Lockline when I activated it, so now I'm totally out)... but in the process
> of talking
> to Customer Service (when I could get through), I learned the following
> rather surprising
> (to me) policies:
>
>
> 1) *I'm* responsible for all usage of the stolen phone for the first two days
> (Monday and
> Tuesday) because I 'failed" to notify Sprint before then. Well, given
> that Customer
> Service was TOTALLY CLOSED on Monday (I tried every backdoor number I've
> ever
> heard of, but the whole operation was shut down) and ALL Call Centers'
> systems were
> down most of the day Tuesday, I'm still screwed for that usage despite
> the fact that I
> called within 90 minutes of the theft.
>
> 2) Even had the insurance coverage been properly reflected on my account, it
> could take
> a MONTH from the day I submit to them a police report (!) for them to
> replace my phone, and
> it wouldn't necessarily even BE another i330 (rendering all my
> accessories useless). I
> could hardly afford to be without a phone that long, and I suspect few
> could.
>
> 3) my fallback for the moment is to use ny old Neopoint in the meantime.
> Despite having tried
> to activate on the web site first, I'm getting charged a $36 activation
> fee BOTH when I
> activate the Neopoint to use while waiting for a replacement AND AGAIN
> when I activate
> the replacement. These fees would also apply even if I'd HAD the
> insurance coverage
> reflected properly on the account.
>
> 4) I couldn't even add insurance coverage on whatever subsequent phone I get
> without
> incurring a NEW 1-year Advantage agreement commitment.
>
>
> Now, all the above was verified with a "supervisor". If anybody has
> referenceable information
> that any of the above is NOT standard procedure, I'd sure like to hear
> details.
>
>
SORRY:
That seemingly Customer Unfriendly policy is in fact their published
Terms of Service:

Lost or Stolen Equipment. If your phone or other equipment is lost or
stolen, you must notify us by calling PCS Customer Service Solutions.
You are responsible for all charges for Services provided to the Number
for the lost or stolen equipment before you notify us of the loss or
theft. We will deactivate Services to the Number upon notification to us
of any loss or theft. You may be required to provide evidence of the
loss or theft (for example, a police report or sworn statement). If the
equipment is later found, we may require that you exchange it for
another phone or other equipment before we reactivate Services (if we do
reactivate Services), as well as require you to pay a reactivation fee.
We will deactivate Services to any Number without prior notice to you if
we suspect any unlawful or fraudulent use of the Number. You agree to
cooperate reasonably with us in investigating suspected unlawful or
fraudulent use.

Scott <[email protected]> wrote in
news:[email protected]:

> 1) *I'm* responsible for all usage of the stolen phone for the first
> two days (Monday and
> Tuesday) because I 'failed" to notify Sprint before then.

I'm curious, does your phone have a "lock" feature? I keep mine locked
until I have to use it and then I lock it again. That way, if I lose
the phone nobody can make any calls with it. I can still answer incoming
calls without having to unlock it. Maybe you'll start using that
feature on your next phone?

In article <[email protected]>,
Agent Blue <[email protected]> wrote:

> I'm curious, does your phone have a "lock" feature? I keep mine locked
> until I have to use it and then I lock it again. That way, if I lose
> the phone nobody can make any calls with it. I can still answer incoming
> calls without having to unlock it. Maybe you'll start using that
> feature on your next phone?

The I330 has no such phone lockout that I am aware of; all it is has a
"keyguard" which is trivial to turn off. One can "hide" Palm data
records such that a password is required, presumably a 3rd party Palm
Sooftware lock might lockout the phone application.

If Scott had recently Synched, all his data is available for recovery.

Sprint policies certainly make it more expensive to stay with SprintPCS,
perhaps if he visited another store, a manager there might find some way
to assist.

"Scott" <[email protected]> wrote in message
news:[email protected]...
>
> I've been with Sprint since 1998, but the events of this week are going to
make me
> a FORMER customer.
>
> I'll avoid the whole long story (i330 stolen, Sprint somehow "lost" my
request to add
> Lockline when I activated it, so now I'm totally out)... but in the
process of talking
> to Customer Service (when I could get through), I learned the following
rather surprising
> (to me) policies:

When you activated it, was it as a replacement phone on your current plan,
or did you start with a new plan? How did you buy the phone ... at the store
or off the web site? I ask, as the text off the web site says:

"This program costs $4 per month for each PCS Phone Number. You may enroll
through Sprint at activation for immediate coverage. To add the PCS
Equipment Replacement Program to your PCS Phone Number after activation,
call lock\line at 1-800-584-3666.

Applies only to the primary phone on a PCS Add-a-PhoneSM account. However,
this service can be added to other phones for a per PCS Phone monthly
premium after your service starts. To add the PCS Equipment Replacement
Program to your account after activation, call lock\line at 1-800-584-3666.
"
>
>
> 1) *I'm* responsible for all usage of the stolen phone for the first two
days (Monday and
> Tuesday) because I 'failed" to notify Sprint before then. Well, given
that Customer
> Service was TOTALLY CLOSED on Monday (I tried every backdoor number
I've ever
> heard of, but the whole operation was shut down) and ALL Call Centers'
systems were
> down most of the day Tuesday, I'm still screwed for that usage despite
the fact that I
> called within 90 minutes of the theft.


I'm curious. Would you be seeing any additional expense for calls made or
data accessed, over what your normal monthly expense would be for this two
day gap?
>
> 2) Even had the insurance coverage been properly reflected on my account,
it could take
> a MONTH from the day I submit to them a police report (!) for them to
replace my phone, and
> it wouldn't necessarily even BE another i330 (rendering all my
accessories useless). I
> could hardly afford to be without a phone that long, and I suspect few
could.

There is a reason for the 30 day delay, for obvious reasons. As to coverage,
they are responsible to replace your phone with a one that has similar
features, and the accessories to go with it, that you had on your lost
phone.
>
> 3) my fallback for the moment is to use ny old Neopoint in the meantime.
Despite having tried
> to activate on the web site first, I'm getting charged a $36
activation fee BOTH when I
> activate the Neopoint to use while waiting for a replacement AND AGAIN
when I activate
> the replacement. These fees would also apply even if I'd HAD the
insurance coverage
> reflected properly on the account.

Have you tried to activate the phone on line first, as a replacement phone.
Sometimes it works, and sometimes it doesn't, but it will save the
activation fee. If you can't activate it on line, try calling CS and explain
how you couldn't activate the phone on line and they may do it for free.
>
> 4) I couldn't even add insurance coverage on whatever subsequent phone I
get without
> incurring a NEW 1-year Advantage agreement commitment.

I'm not sure on this, but after getting a subsequent phone to activate on a
current plan, you can call Lockline directly to add the coverage, which
would be effective 30 days later. I don't see where an AA is required when
dealing specifically with the insurance company.
>
>
> Now, all the above was verified with a "supervisor". If anybody has
referenceable information
> that any of the above is NOT standard procedure, I'd sure like to hear
details.

Do you have Homeowner's or Renter's insurance coverage? Your phone could be
covered through one of those coverages if you have it.

Bob

"Agent Blue" <[email protected]> wrote in message
news:[email protected]...
> Scott <[email protected]> wrote in
> news:[email protected]:
>
> > 1) *I'm* responsible for all usage of the stolen phone for the first
> > two days (Monday and
> > Tuesday) because I 'failed" to notify Sprint before then.
>
> I'm curious, does your phone have a "lock" feature? I keep mine locked
> until I have to use it and then I lock it again. That way, if I lose
> the phone nobody can make any calls with it. I can still answer incoming
> calls without having to unlock it. Maybe you'll start using that
> feature on your next phone?

If you make alot of calls during the day, the lock feature become a nuisance
and not really useful at all. It really depends upon how you use your
phone.

Tom Veldhouse

"Bob Smith" <[email protected]> wrote in message
news:[email protected]...
>
> Do you have Homeowner's or Renter's insurance coverage? Your phone could
be
> covered through one of those coverages if you have it.
>

While it may be covered, the deductible on even the best policies nearly
wipes out the claim. Further, making a claim on your home these days puts a
BIG mark on your insurance record that they don't forgive until you have
sold them your soul and then some. So .... I wouldn't try that.

Tom Veldhouse

"Thomas T. Veldhouse" <[email protected]> wrote in message
news:[email protected]...
>
> "Bob Smith" <[email protected]> wrote in message
> news:[email protected]...
> >
> > Do you have Homeowner's or Renter's insurance coverage? Your phone could
> be
> > covered through one of those coverages if you have it.
> >
>
> While it may be covered, the deductible on even the best policies nearly
> wipes out the claim. Further, making a claim on your home these days puts
a
> BIG mark on your insurance record that they don't forgive until you have
> sold them your soul and then some. So .... I wouldn't try that.
>
> Tom Veldhouse

Not true Tom ... and as for the deductible, many homeowner & renter policies
still have a $100 deductible.

Bob

Scott <[email protected]> wrote:

> 1) *I'm* responsible for all usage of the stolen phone for
> the first two days (Monday and
> Tuesday) because I 'failed" to notify Sprint before then. Well,
< given that Customer
> Service was TOTALLY CLOSED on Monday (I tried every backdoor
> number I've ever

That's bull****.

> 2) Even had the insurance coverage been properly reflected on my account,

Well, with other carriers you might not get the same phone either. But
Verizon, I believe, allows you to go in and pick up another phone. That
Sprint does not, really sucks. But it's common for insurance to replace
a lost/stolen phone with a similar (but not the same) model - especially
if they don't have any more of your model in stock.

> 3) my fallback for the moment is to use ny old Neopoint in the meantime. Despite having tried

That's stupid.

> 4) I couldn't even add insurance coverage on whatever subsequent phone I get without
> incurring a NEW 1-year Advantage agreement commitment.

Wow, is Sprint really that desperate to get people under contract?

Yeah, I'd leave too.

--
JustThe.net Internet & Multimedia Services
22674 Motnocab Road * Apple Valley, CA 92307-1950
Steve Sobol, Proprietor
888.480.4NET (4638) * 248.724.4NET * [email protected]

Phillipe <[email protected]> wrote:

> SORRY:
> That seemingly Customer Unfriendly policy is in fact their published
> Terms of Service:

Fine, but he tried to call within 90 minutes of losing the phone. It's
not his fault that they were closed.

> of any loss or theft. You may be required to provide evidence of the
> loss or theft (for example, a police report or sworn statement). If the
> equipment is later found, we may require that you exchange it for
> another phone or other equipment before we reactivate Services (if we do
> reactivate Services), as well as require you to pay a reactivation fee.

....require you to pay a reactivation fee IF the other phone is found.

--
JustThe.net Internet & Multimedia Services
22674 Motnocab Road * Apple Valley, CA 92307-1950
Steve Sobol, Proprietor
888.480.4NET (4638) * 248.724.4NET * [email protected]

Yes but filing an insurance claim for a $300 phone is a stupid idea. It
puts a record in the C.L.U.E database which is like your credit report but
for insurance. If you file a $300 phone claim it will cost you thousands
later in higher fees.




"Bob Smith" <[email protected]> wrote in message
news:[email protected]...
>
> "Thomas T. Veldhouse" <[email protected]> wrote in message
> news:[email protected]...
> >
> > "Bob Smith" <[email protected]> wrote in message
> > news:[email protected]...
> > >
> > > Do you have Homeowner's or Renter's insurance coverage? Your phone
could
> > be
> > > covered through one of those coverages if you have it.
> > >
> >
> > While it may be covered, the deductible on even the best policies nearly
> > wipes out the claim. Further, making a claim on your home these days
puts
> a
> > BIG mark on your insurance record that they don't forgive until you have
> > sold them your soul and then some. So .... I wouldn't try that.
> >
> > Tom Veldhouse
>
> Not true Tom ... and as for the deductible, many homeowner & renter
policies
> still have a $100 deductible.
>
> Bob
>
>

"Richard Zellmer" <[email protected]> wrote in message
news:[email protected]...
> Yes but filing an insurance claim for a $300 phone is a stupid idea. It
> puts a record in the C.L.U.E database which is like your credit report but
> for insurance. If you file a $300 phone claim it will cost you thousands
> later in higher fees.
>

Bull**** ... I'm an agent myself and if there's no high frequency of the
number of claims on the policy, it won't have an effect on the rates.

Bob

"Bob Smith" <[email protected]> wrote in message
news:[email protected]...
>
> "Richard Zellmer" <[email protected]> wrote in message
> news:[email protected]...
> > Yes but filing an insurance claim for a $300 phone is a stupid idea. It
> > puts a record in the C.L.U.E database which is like your credit report
but
> > for insurance. If you file a $300 phone claim it will cost you
thousands
> > later in higher fees.
> >
>
> Bull**** ... I'm an agent myself and if there's no high frequency of the
> number of claims on the policy, it won't have an effect on the rates.
>
> Bob


Too bad that's not true for auto insurance. In eleven years of driving,
I've had one no fault collision. They filed a claim and my insurance went
up.

--
Statements made by me are of my opinion and knowledge, and do not
express those by Verizon Wireless(R).
Any information I give is subject to change without notice, and may not
be completely accurate.


Scott <[email protected]> wrote in article
<[email protected]>:
>
> I've been with Sprint since 1998, but the events of this week are going to make me
> a FORMER customer.
>
> I'll avoid the whole long story (i330 stolen, Sprint somehow "lost" my request to add
> Lockline when I activated it, so now I'm totally out)... but in the process of talking
> to Customer Service (when I could get through), I learned the following rather surprising
> (to me) policies:
>
>
> 1) *I'm* responsible for all usage of the stolen phone for the first two days (Monday and
> Tuesday) because I 'failed" to notify Sprint before then. Well, given that Customer
> Service was TOTALLY CLOSED on Monday (I tried every backdoor number I've ever
> heard of, but the whole operation was shut down) and ALL Call Centers' systems were
> down most of the day Tuesday, I'm still screwed for that usage despite the fact that I
> called within 90 minutes of the theft.

Speak to a supervisor.. If they were unable to process your suspension
req on monday becuz of system being down, they are obligated to credit
any charges incurred from the day you called in... If they don't take it
up with the BBB.
>
> 2) Even had the insurance coverage been properly reflected on my account, it could take
> a MONTH from the day I submit to them a police report (!) for them to replace my phone, and
> it wouldn't necessarily even BE another i330 (rendering all my accessories useless). I
> could hardly afford to be without a phone that long, and I suspect few could.

Can you provide any type of proof it was to be added on your account??
If you can, Lock/Line can retro add it to the account. But then again,
do you ever read your bills??? You shoulda noticed you didn't have it if
you actually read your bills. (Just a thought).. And when I worked for
Sprint, If your phone has to be replaced with a different model, the
store is obligated to EXCHANGE the accessories!
>
> 3) my fallback for the moment is to use ny old Neopoint in the meantime. Despite having tried
> to activate on the web site first, I'm getting charged a $36 activation fee BOTH when I
> activate the Neopoint to use while waiting for a replacement AND AGAIN when I activate
> the replacement. These fees would also apply even if I'd HAD the insurance coverage
> reflected properly on the account.

You should not be charged activation fees for activating a replacement
handset.. You need to escale to a Team Leader or Manager. And if that
doesnt help escalte it further to Executive Services.. Remember to write
down the ID of every rep, TL, and manager you speak too.. Hence those
can be used by executive service for coaching.

>
> 4) I couldn't even add insurance coverage on whatever subsequent phone I get without
> incurring a NEW 1-year Advantage agreement commitment.

Thats BS dude... Adding ERP does not extend or renew the AA. Someone is
BSing with you BIG TIME!!
>
>
> Now, all the above was verified with a "supervisor". If anybody has referenceable information
> that any of the above is NOT standard procedure, I'd sure like to hear details.

My advise. someone is really BSing you, or just doesnt know what the
hell they are talking about.. I would suggest escalating higher to
MANAGEMENT, CALL CENTER DIRECTOR, OR Executive Services... Hell dude..
Being a former Sprint PCS employee myself, I may help you out.. We might
be able to set up a time for you to contact me, and 3way Customer
service, So I can blatantly tell them they are FOS! Hit me up on my
email, and I will try to get back to you asap..
>
>

[posted via phonescoop.com - free web access to the alt.cellular groups]

[email protected] (R Woods) wrote in article
<[email protected]>:
>
>> > Now, all the above was verified with a "supervisor". If anybody has referenceable information
> > that any of the above is NOT standard procedure, I'd sure like to hear details.
>
> My advise. someone is really BSing you, or just doesnt know what the
> hell they are talking about.. I would suggest escalating higher to
> MANAGEMENT, CALL CENTER DIRECTOR, OR Executive Services... Hell dude..
> Being a former Sprint PCS employee myself, I may help you out.. We might
> be able to set up a time for you to contact me, and 3way Customer
> service, So I can blatantly tell them they are FOS! Hit me up on my
> email, and I will try to get back to you asap..
> >
>

What R Woods said pretty much sums it up, but a few additions I'd like
to make:

1) Stores were open on Monday and the call centers were open , I even
called a few while at work and got through.

2) If you are sure you had ERP added to your account, then it should
have at least been noted. Plus, there would have been a $4 / month ERP
charge on your bill.

3) Filing a claim though Lockline will NOT increase your rates, it is $4
/ month plus the $35 no matter what (until the rates go up, if they do).
Auto insurance is completely different.

4) They should *not* charge you the $36 act fee esp if you're in the
middle of a 1 year advantage agreement.

5) Lockline should be able to give you a fax# where you can fax the
report to, then make your payment over the phone (credit card) and
they'll mail out the replacement via UPS 2day.

6) Different model phone is no problem, as long as the phone has the
accessories you need in stock, and you have your old ones, they should
be able to swap them out for you.

7) Adding ERP does NOT add on a 1 year advantage agreement. Whoever
said that was BSing you.





[posted via phonescoop.com - free web access to the alt.cellular groups]