About had it with Sprint

Last month, about the 16th or so, I called Sprint customer service. I needed new phones, and have been a customer for 7 yearswith 4 lines, so I told them my problem. The first guy pushed me up a level. I told the lady what was going on and she asked what I wanted. I told her the Katana ison the website for buy 0ne for 49.95 and get one free. She said that was for new customers only. I said but I been with you for a long time. I said I could change carriers and get 4 free phones. She said she could give me free phones, but I would have to extend a two year contract. I said that was ok. She then asked what phones I wanted. I said I'd like the Katannas then. She said okay and asked what colors I wanted - I said 2 pink, a blue and a black. I got them a few days later, 2 pink and 2 black, no big deal.
Well my bill comes, and I am charged full price for two of the phones. I get on the phone to Sprint CS. Naturally I get passed up the chain. The lady at the next level tells me -after I tell her my story in detail-that the lady I talked to said I agreed to pay full price for two to get two free. I told her that was a lie and asked for a manager. Things really deteriorated from there. To condense it a little, I tell him the story again. He says the notes said I agreed to pay for two of the phones. He says he will talk to the agent, calls back and says she goes by her notes(big surprise,huh?). I tell him I cannot afford to pay the $600 for two phones, and that if that is what they want, then I'll send them back,and go with another carrier. He says if that is what I want he will send out boxes to return them. I says no one wants to keep me as a customer? He says I negotiated the day I agreed to buy two phones so there would be no more. I was shocked to say the least.
I then started emailing Sprint CS. For two days they send emails that they will call me and try to get this fixed. I wait and nothing, until another email tells me they can't call or make deals at their level. I say have someone call who can. A supervisor calls today. I tell her the whole story again. She says that I can have two free phone but have to pay full price for the other two. After an hour of talking to her and asking to talk to her boss, she finally tells me that she will talk to someone else, and call back tomorrow.

Does anyone out there know of any number I can call to get this fixed? I like my service with Sprint and everyone I call has it. But I am ready to go to another carrier. Oh, while I am talking to this lady, I go on eCost and see they will give at least two free Razors for extending a contract. I tell her this and she says "we cannot give the same deal to a current customer that we can to new customers. " Don't they get two years out of the deal anyway?
Thanks for any help.

Paul

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› See More: About had it with Sprint

Well, I got call back from lady who said she was a supervisor. She said she checked and that I was supposed to get 2 free phones but only was credited with one. She said another free phone would be credited. Here is where it stands: 2 free phones and two phones I got $150 off, so she took about $300 off the bill(it showed as a credit already on the sprint website). I guess I will try to find a number for headquarters and see what I can do. Any help?

It sounds as though you will not be happy for the next 2 years. Consider cancelling and going "in store" to another carrier.

This is very similar to a problem I had this week. I was trying to add a USB EVDO modem (Novatel U720) to my account, after having issues trying to do this online I called the 800 number for help from telesales (Monday). They told me that it was because I was only allowed two lines on my PCS account, but they could do a credit check to see if I could add more, after being on the line for nearly an hour waiting for them to do this and working out a deal with the rep (The $50 mail-in-rebate, plus a $50 bill credit since they couldn't waive the activation and shipping like they could online) she told me I would have it the next day (Tuesday).

Tuesday afternoon rolls around and still nothing at my door, I call Sprint telesales support desk and they inform me that "the warehouse had a computer glitch" and they would "get it to me as soon as possible." Wednesday rolls around and I call back Wednesday morning and get the same answer, by this time they tell me I may not get it before Christmas as promised, but that I would still get it as soon as possible. The nearest Sprint corporate store is about an hour from my home and I was in the area so called back telesales to see if I could pick up a modem from the store instead, they told me I could, but I would need to cancel the order and just redo it in the store. No problem with me. I go into the store and after waiting in line nearly 30 minutes to speak with someone we start the process over again. He told me that I could only have two lines of service on my account and that he would need to call CS to get another one approved, he also did not think it would be a problem. After being on the phone around 15 minutes he tells me that they will not approve another line for me because my PCS account has not been open more than 12 months and they will not do another credit check until then. At this point I am becoming very mad.

I leave the store and decide to call CS myself to see exactly what the problem is. After getting the initial rep and having explained that they said I *could* get one Monday and now I can't she transfers me to Account Services. I explain the story again and am informed of the same, I ask to speak to a supervisor. They transfer me to a supervisor - or so they thought - and I get yet another rep instead, who I explain yet again my problem to and supposedly get transferred again. I get one more rep who after explaining my story now gets irate with me when I ask to speak to a supervisor. He finally transfers me to a supervisor who tries her best to help, but she was given the same information after conferring with a finance supervisor. I informed the supervisor that I had a Nextel account that I've had for nearly 6 years with 6 lines of service and was curious why the PCS account couldn't get another line still, which I admit I only opened in August. I informed her that I was still very interested in the USB modem but alas she is unable to help.

As much as I hate to say it I am seriously considering dropping Sprint Nextel altogether now, there is no reason that I shouldn't be able to get this USB modem, not to mention the fact that all of my Nextel phones for the last year have not worked properly and Tech Support refuses to help. If my phones were not under contract I would have just canceled on the spot and gone to Verizon. Also my only other dilemma is that Sprint Nextel (particularly the later) is the only national carrier with native service in my area, Sprint even having EV-DO service.

Any recommendations?

-Charlie

If you do switch providers, do NOT go to Cingular. I just trasfered from Cingular to Sprint. Cingular is such a horrible company. Their customer care is awful & not smart.

If they'll only give you the deal if your a "new" customer simply tell them fine "I'll port out then port back in about 25 days from now as a new customer". IF you get someone on the phone with half a brain they'll now what a pita it is to RMA 4 phones only to have to ship out brand new ones and port back from another carrier and give you the deal, sucks to take advantage of an "innocent" carrier but.....who knows maybe you'll like em better than Sprint anyway. IF your willing to sign back up for 2 years they should give you the "new" deals, if not port out and stay out. I don't know who else is available in your area but Alltel, Verizon (well they have the NE2 deal), I even think Cingular and even the horrific evil carrier Centennial wireless would give you the cheapest price on a new phone if you renewed your contract!
Sadly they arent the only ones that do that, DirectTV still wont give me any deals because I was a customer 10 years ago...Canceled in good standing because I moved but I'm still in the "system"....go figure I'm with Dish now