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How Do I Escalate Upgrade Issue


How Do I Escalate Upgrade Issue


I recently upgraded to the iPhone 7 and before opening the box decided I'd like the 7 Plus instead. I returned the unopened 7 to a store and was told that my upgrade eligibility would reset within 24-48 hours and that I'd be able to proceed with my 7 Plus upgrade online then.

Cut to three weeks and fifteen support assistants later, I'm still stuck with my account not showing upgrade eligibility and no iPhone 7 Plus. On top of that, I now have a tablet attached to my account that I never authorized or ordered. I'll return that to the local corporate store and have it removed from my account (hopefully after only one visit and no phone calls).

My question is, I keep getting moved around to the same departments over and over again—I've spent at least ten hours on various phone calls, in stores, and on web chat at this point, so is there some way I can escalate this to have my account reset? Nobody seems to have an answer for me and it's pointless to keep going around and around with the same people. I've never had such a hard time trying to give a company more money in my life!

I'm pretty much at the end of my rope with this and have no idea where to turn next.




Re: How Do I Escalate Upgrade Issue


Good morning Mr. Steven, thank you for posting on the Sprint Community forums. You have definitely come to the right place for help.

Allow us the opportunity to look into this.

Please reply to the private message I sent you.  To access to your private messages, click on your name or avatar. This will take you into your profile. Once in there you will see the private message notification.

If you're posting from a phone/mobile device, once on this site and logged in, go into your browsers settings and change it to full site mode/desktop mode. Once the site changes, follow the steps above.



Sprint Social Care

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