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    READ THIS - Important changes with Sprint Care in Community

    Important Changes Coming to our Community
    Effective: 03/19/15

    To simplify and improve the online Community experience, Sprint customer service representatives responding under individual Sprint user IDs rather than the user name “SprintCare.” The User IDs will include a “Sprint_name” user ID. Additionally, Sprint’s Social Care team will answer inquiries in the Customer Service forum only. Network forum will be shut down in the coming weeks so network related questions should be directed to the customer service forum from now on.

    Why are these changes taking place?

    The purpose of our online community is to provide a forum for our customers to ask questions and receive answers from other customers. The community is moving back to this approach and shifting customer service related inquiries to their proper forum.

    What types of questions will be handled in the customer service forum?

    Account modifications:

    • Transfers of Liability
    • Military or Seasonal Standby support
    • Discount program questions or inquiries

    Products and services (Account related)

    • Example: Spotify, Sprint Family Locator
    • Total Equipment Protection (TEP) questions and/or assistance

    Billing Issues

    • Unexplained charges or disputes
    • Assistance setting up or modifying auto-pay or e-bill
    • Missing credits or adjustments previously promised

    Order Issues

    • Order information missing or incorrect
    • Returned equipment escalations
    • Easy Pay and Lease Issues

    General Customer Service

    • Feedback on customer service experience

     

    How to contact Social Care?

    When interacting with Social Care in community discussions your needs may require additional assistance, account access, or specialized troubleshooting. Protecting your personal, account information on and offline is important to Sprint, and that’s why we’re asking you to send us a Private Message so we can get in touch with you.

    If you need personal assistance, Sprint Care will be available in the Customer Service forum and will be able to handle your issues/concerns via Private Message to their individual Sprint_name user names.

     

    What if I accidently ask a question in the wrong forum?

    Our moderation teams will do their best to move those threads to the customer service forum however, based on the volume of discussions posted each day, you’ll be relying on other customers to help guide you there or answer your question directly.