Hi,

I just wanted to share my experience with Sprint PCS and their "New For
You" program for customers who have been with them a while, but want a
new phone.

I had been with Sprint for over 2 years using the same Samsung phone, I
also had insurance on the phone. One day, the color screen stopped
working inside. Phone still worked ok and I could use voice dial, but
no image on the screen.

I went into my local Sprint PCS store (company owned) and the rep took
my phone and said they would either fix it or swap it out and for me to
return in an hour.

When I returned, I dealt with another rep who said they could not swap
out my phone as they didn't have that model available and told me to
contact LockLine (the insurance provider) so they could replace the
phone.

However, he said, the deductable is $50 and he could "get me a brand
new phone for the same $50 after rebate and it would be under warrenty
as it was new". I asked him how and he said it was under their "New
For You" program. I told him I had called about that program months
prior and was told that since my plan was only $29.99 a month I did not
qualify as you had to "have a service plan over $35 a month" so I was
sure I did not qualify as he was saying I did.

He went and looked up my plan on his computer and said that if he added
two $5 a month add-ons (PCS to PCS calling and 7pm nights) that would
add $10 to my $29.99 plan and would get me over the $35 minimum. He
then said after I received my rebate check I could drop them and it
wouldn't be a problem. We just had to get me over $35 a month IN
BILLING to qualify for the rebate program.

I told him I was certain he was mistaken as their reps via phone had
told me the MONTLY PLAN had to be over $35, you could not reach the $35
by adding extras and my plan was clearly $29.99. He kept me there for
45 minutes and INSISTED I was wrong. So, I agreed thinking a company
employee would know what he was saying. He took my old phone (gave me a
$25 credit for trade in) and processed my new phone and I left with my
new phone and a promise he repeated MANY TIMES that I would get my $150
rebate no questions asked.

I mailed in my rebate weeks ago and, last night, checked online for
it's status. GUESS WHAT? My rebate claim has been deemed "invalid"
because "My plan is not a minimum of $35 a month"!!! EXACTLY what I
told that in-store rep 10 times! I was livid!! Here I am out $150
because their employee was either lying or not training properly.

I called their rebate center and they said how sorry they were for my
being "misinformed" but I would not be getting my rebate! They
suggested (only after I insisted) that I could call Sprint PCS customer
service and they MAY be able to help.

I called Sprint PCS customer service (the rebates seem to be handled by
an outside company) and the rep was helpful at least. She seemed to
understand what had happened to me and it seems to be a story she had
heard before. However, she said the only way she could get the rebate
"overridden" and approved was to add a $15 "picture pack" to my plan.
If she did that and put me on hold while she called the Rebate Center
she "may" be able to get me approved. I told her how unhappy I was
about this, but explained $150 is alot to loose because their employee
screwed up. She said the $15 picture pack would be free the first two
months and I could drop it later. This was just the only way she could
get an override on my rebate being rejected.

I held, she did a three-way call with the rebate center and, in the
end, my rebate is now valid and I can see that on the web site.

However, I had to add on this stupid $15 package for a couple of months
to get my $150 something I shouldn't have had to do.

Just wanted to share my story in case someone else has this happen.
BEWARE of Sprint in-store reps who are telling you things you know
arn't true! Honestly, I felt Sprint should have just made my rebate
valid to make up for the problems caused in their own store, but I
could see adding this package was the only way around this so I did it.
As soon as my check arrives, I'll drop the extras.

What a pain!



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