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Horrible Customer Service Story Of The Day.

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Journeyman

Horrible Customer Service Story Of The Day.

So I lost my phone on Saturday night.  I decided to get an newer better phone to replace it.  I have a Sprint contract with full insurance...This is my saga of the past 48 hours without a phone:

***The first 24 hours:

Right after I lost my phone and realized it was gone, I went to the Sprint website (you can't call them without a phone) to notify Sprint that I lost my phone and that I wanted to buy the newer better model.

This was the response I got: 

"You can call the Asurion to file the phone replacment claim. We

apologize; from e-Care it is not possible to comment if your will be

able to pick the replacement phone on the spot."

Translation from customer service jargon to English:  call the 3rd party insurance company (pretty tough when you don't have a phone) or use their website (which requires a working number for them to call you back) and ends with: no, we can't help you with anything else. 

I wrote them back asking for someone to please help me...

***The second 24 hours:

No responses from customer care whatsoever, so I decide to drive out to the Sprint Store afterwards.  I waited around a few minutes and a very awesome retail consultant helps me out.  The store has the phone and it looks like I'll be out of the Sprint store in under 45 minutes (which qualifies for the Guiness Book of World Records).  Then this:

Retail Consultant:  "What price was the upgrade you wanted?"

Me:  "$199.99 was the price advertised in my spam from Sprint and on the ads on your website the night I lost my phone."

Retail Consultant:  "Um...that sale ended last night.  Let me make a call."  The nice guy spends a few minutes on the phone.  "Okay, you can pay $549.99 tonight or wait to ask my manager tomorrow."

I go home with no phone and another trip (after work) to the mall in the burbs waits for me tomorrow! 

Thanks Sprint!  You are the bestest!

19 REPLIES 19
Wizard

Horrible Customer Service Story Of The Day.

What are you trying to do?  If you are eligible for an upgrade (or an early upgrade), then you don't even have to get into the lost phone issue.  Just go online (or in a store) and order a new phone and sign a new contract.

If what you want is a discount in consideration of your lost phone, they won't do that.  You'll need to go through Assurion about your lost phone.  You'll need to go through sprint about upgrades.  BUT, NEVER SHALL THE TWO MEET!!!

Sounds like you want a phone that is advertised for new customers or current customers that are eligible for full discount upgrades.

Journeyman

Horrible Customer Service Story Of The Day.

I was eligible for an upgrade, they sent me at least 3 e-mails and called me twice to tell me so.  Yes, Sprint and Assurion don't meet...They aren't even from the same universe.

Wizard

Horrible Customer Service Story Of The Day.

If you are eligible for an upgrade, usually those deals are online too if you order from your Sprint account.  That's what I would try first before wasting time going to the burbs  

Journeyman

Horrible Customer Service Story Of The Day.

Apparently I was eligible and would have done so but customer service decided to stop responding to me for 24 hours.  Now, no deal and still no response from customer service. 

Journeyman

Horrible Customer Service Story Of The Day.

Dude that sucks.  Sounds like my story.  I feel for U. I fell on my old HTC Hero and it had intermittent issues with getting messages.  I wasn't smart enough to get insurance and had a couple of months until upgrade eligibility.  I called sprint tech service to try to fix it nothing worked.  I couldn't afford a new phone, and needed a smarphone for work.  Almost switched to verizon, my GF provider, but after about 24 hrs I was offered an upgrade by sprint.  It takes that long for the system to update.  Try calling CS there should be an upgrade if they called you.  Maybe human error misinterpreted what you wanted.  Insurance is the long way around Sprints helped me out when I needed it.    Best of luck.

Journeyman

Horrible Customer Service Story Of The Day.

It's fitting that I am now on hold (8+ minutes) waiting to talk to someone!  You are the best Sprint! 

Also, this is a fun e-mail I got back this morning from the post (no new information whatsoever, just the same tired script from a customer service agent that can't spend more than 10 seconds pasting a canned response into an e-mail):

"You may also file an Asurion insurance claim via

www.phoneclaim.com

  A $100.00 deductible will apply to have the lost device replaced.

As it seems, you are not eligible for any discounts so it is not possible to upgrade to a different device at two-year pricing.

Ben Kim

e-Care / POP Account Services Specialist

benjamin.kim@sprint.com "

Feel free to send Ben a note, he won't reply.

Journeyman

Horrible Customer Service Story Of The Day.

17 minutes on hold!  Yes!  Sprint is the best! 

Wizard

Horrible Customer Service Story Of The Day.

At the top of the My Account page is a Chat link (during support hours). Click that and talk to the rep about doing an upgrade. Don't mention anything about your old phone or an insurance claim. This is your best bet.

Wizard

Horrible Customer Service Story Of The Day.

OK, now you are being told you don't have any upgrade discounts. How long have you had your last phone?

Journeyman

Horrible Customer Service Story Of The Day.

I have the upgrade options, insurance and the whole bit!  The only problem was thinking that customer service would help me in a timely manner.  As it stands I missed some sale by 20 hours (while waiting for a reply from customer serivce, which never came).  I have just spent my lunch time on hold (27 minutes) with the store to verify what they have told me. 

I never thought this would be the case, but I am going insane!  The people at the Sprint Store are very nice and professional and I'm going to make a gigantic scene when I get there tonight (after taking the bus home and driving to the mall).

And the best part?  Sprint won't do any pro-rating of my account...I'M PAYING FOR THIS ACCOUNT!

Lunch is over, have a meeting now and I never got my question answered!  YOU GUYS ARE THE GREATEST!

Wizard

Horrible Customer Service Story Of The Day.

I'm trying to help answer your question.

First off - You are looking at doing an upgrade. Insurance is not involved so leave that out completely.

Once again - When did you last do an upgrade on your line? Has it been 12 months? 22 months? 3 weeks?

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