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  1. #1
    Scott
    Guest

    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




  2. #2
    Phillipe
    Guest

    Re: 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.



  3. #3
    Agent Blue
    Guest

    Re: disturbing Sprint policy facts, learned the hard way

    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?



  4. #4
    Phillipe
    Guest

    Re: disturbing Sprint policy facts, learned the hard way

    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.



  5. #5
    Bob Smith
    Guest

    Re: disturbing Sprint policy facts, learned the hard way


    "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





  6. #6
    Thomas T. Veldhouse
    Guest

    Re: disturbing Sprint policy facts, learned the hard way


    "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





  7. #7
    Thomas T. Veldhouse
    Guest

    Re: disturbing Sprint policy facts, learned the hard way


    "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





  8. #8
    Bob Smith
    Guest

    Re: disturbing Sprint policy facts, learned the hard way


    "Thomas T. Veldhouse" <[email protected]> wrote in message
    news:[email protected]
    >
    > "Bob Smith" <[email protected]> wrote in message
    > news:[email protected]hlink.net...
    > >
    > > 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





  9. #9
    Steven J Sobol
    Guest

    Re: disturbing Sprint policy facts, learned the hard way

    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]



  10. #10
    Steven J Sobol
    Guest

    Re: disturbing Sprint policy facts, learned the hard way

    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]



  11. #11
    Richard Zellmer
    Guest

    Re: disturbing Sprint policy facts, learned the hard way

    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
    >
    >






  12. #12
    Bob Smith
    Guest

    Re: disturbing Sprint policy facts, learned the hard way


    "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





  13. #13
    Justin Green
    Guest

    Re: disturbing Sprint policy facts, learned the hard way


    "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.





  14. #14
    R Woods
    Guest

    Re: disturbing Sprint policy facts, learned the hard way



    --
    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]



  15. #15
    SprintPCS Tech
    Guest

    Re: disturbing Sprint policy facts, learned the hard way



    [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]



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