So we just had a really bad experience with Sprint.
We upgraded a phone in our account using easy pay and switch to a Framily plan. We decided we weren't satisfied and went to the local Sprint Store (not a third party store) to exchange it as we we're within the 14 satisfaction guarantee. We were told because we used EasyPay we could only exchange the phone by calling customer service or through the website. I contacted customer service and they told us we could only exchange it at the store. Which is it?
Are we able to return or exchange it?
Do you stand by your 14 day satisfaction guarantee?
Thanks for your reply with the policy. I am within the 14 days. The phone is it's original condition and I tried returning to both a Sprint owned store as well through websites costumer service (the original place of purchase). Both the Sprint Store and CS acknowledge that the phone was still eligible to be exchanged. However, both resources told me they didn't know how to process it and that I would go somewhere else within Sprint to get an exchange.
My issue is that neither the online store nor the a Sprint Corporate store seems to know how to process an exchange of the phone that was purchased. I understand EasyPay is knew program and their are always issues like this in the beginning. What I need from you is direction on how to proceed. I want to exchange phone. What do I need to do next?
P.S. Below is the Sprint store I tried exchanging my phone. Not only were they not able to exchange the phone but the wiped all my settings and data on phone before they informed me of this.
1235 Chestnut St
Philadelphia, PA 19107
We purchased the phone online. What do I do as I purchased the phone online?
If the original location of purchase is online for EasyPay costumers I must conclude that online EasyPay costumers have no methods for return or exchanging a phone even though you guarantee satisfaction for 14 days.
Your return policy says:
"Sprint Easy Pay SM customers who wish to exchange to a different device must return the existing device and may be required to execute a different installment billing agreement. Exchanges for Sprint Easy Pay SM customers cannot be processed thru the mail. You must go into a retail store to exchange devices. To find a store near you, visitsprint.com/storelocator."
"With the 14 day Satisfaction Guarantee you are able to return or exchange the device to the original point of sale location."
Please clarify and what next steps I should take.
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