Posted Mon May 7, 2012 1:39 pm, by Jeff B.
After many, many years with Verizon, I recently moved and needed to get a new local # and add another line. Sprint offered a 2 line "special" which met my price point and Verizon was about $30/month higher for a similar plan. I continued to use my Verizon service for about two months prior to switching and the service/coverage was good.
Then I purchased these two smart phones from Sprint. What a disaster.
About two days after our purchase, we traveled back to Florida for about 10 days, then came back. During our trip, my phone stopped accepting a charge, so I called Sprint. I was advised nothing could be done because:
A) I was within my 14 day purchase window and the phone had to be returned to the place of purchase (back in Tennessee) during that window.
B) I purchased my phones from an "independent" "authorized" sprint store (however, they all look identical to the "corporate" stores, they have the same signage inside and out, they wear the same shirts and they both offer the same phones, plans and prices. How would the common person know if they are in a "corporate" or "independent" retail store?) However, call Sprint's customer service with any equipment issue and you will very quickly realize the mistake you made.
So now I get back to Tennessee and return the "Sprint" store that I purchased it from, only to find out there would be a $35.00 "bench" charge to diagnose the phone AND if a replacement was required, another $35.00 fee WOULD BE ASSESSED TO ACTIVATE THE PHONE! AGAIN, THIS NEW MOTOROLA PHONE WAS LESS THAN TWO WEEKS OLD.
After HOURS of aggravation, brain damage, enormously long hold times and countless calls to Sprint, they agreed to pay the $7.00 monthly insurance (another JOKE, IT'S UNDER WARRANTY) for one month that waived the fees and sent me a new phone. Again, while being with Verizon for many years and receiving a few replacement phones (AT NO COST TO ME WHATEVER) while under warranty, I never experienced such poor customer service policies ever.
So now the plot thickens. Now we have had a couple of weeks to use our Sprint phones and the reception while at our home sucks. It took us a while to figure this out since we had not used the phones very much. Now I'm back on the phone with Sprint's customer service and they say there is nothing they can do because I live in their "green" service area. Let me tell you something, I don't care what color my house falls under on your map. If I have poor reception, I have poor reception, period.
Now another countless hours with customer service again and one of the supervisors offered to send me, free of charge, an Air Rave, which is a voice over IP (VOIP) antenna that basically places the call through your internet connection, as opposed to the cellular tower. I had used Verizon's twin to Sprint's Air Rave and it worked amazing with Verizon, so I thought this was the answer...wrong.
Again, I call Sprint and through another countless number of phone calls and brain damage, I finally get someone in their "buy back" department that advises I can ship my phones back and they will let us out of the contract. OK, works for me...until I call back to verify that I will also be getting a refund for the purchase price of the two phones (about $300.00). Apparently, by returning the phones that only releases you (with proper authorization AFTER your phones are returned) from the balance of your contract.
Now I am in the "que" to receive a phone call within 24 to 48 hours from the highest possible level of Sprint's customer retention department. The first rep I spoke with at this level was very understanding and professional, however we had not discussed the equipment refund at that time. So now I call back only to find out the original rep I had spoken with was transferred, get placed the call back que again and receive a call from Marilyn D Alexis. Marilyn D Alexis very quickly advised me, complete with attitude, "How much Sprint has done and are currently doing for me" and "scolded" me for purchasing my stuff from a "Sprint Authorized Dealer". I advised her not only did I not believe it was fair that I return the phones and "eat" $300, plus I would now have to go and purchase new equipment from another carrier, I also advised her that if she had the ability to "discount" my monthly service by 50%, I would still end this relationship and return to Verizon (remember, I had their service for 2 months in our new home and the coverage/service was wonderful).
So here's the deal. I purchased and now own the url www.sprintmobilesucks.com and I can be contacted at email@example.com. Should I not receive what I believe to be a satisfactory resolution to this issue, you will most likely see a www.sprintmobilesucks.com banner pop-up that will rival the Netflix pop-ups you get now. We are semi-retired, have a little $$$ and a LOT of TIME and resources.
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