I am eligible for a phone service discount with Sprint through my employer. Sprint sent me an email with a link to their online discount verification form to my work email. Here's the link to Sprint's Discount Verification page.
The form asks for:
All of this information was entered correctly, but when I submit the form I get the error We're sorry. Your email domain was not found. Please re-enter or if you dont have one, click the link below "No work email address?"
Now, bear in mind that the work email address domain that Sprint can't find is the exact same email address they used to send me the discount verification form. I talked to Sprint Customer Service about this issue and they told me to follow the instructions for Sprint Discount Program: Applying for discounts by fax or email. Sprint provided 2 fax numbers:
I prepared all of the documentation Sprint requested for Discount Verification via fax and tried to fax the documents using the first number provided. It rang and rang until the call timed out.
I prepared all of the documentation Sprint requested for Discount Verification via fax and tried to fax the documents using the second number provided. It rang and rang until the call timed out.
I am now boxing up my phone in preperation to return it to Sprint and cancell the service. Every aspect of my dealings with Sprint has shown that the whole operation, from ordering to support, is inept. I'm sure the return process will be no different.
I believe when it says it can't find your domain, that means that of all the disounts Sprint offers, none of them are connected to an email address with the domain of your email. It just means it couldn't find your company. You will have to submit the fax. I called the first fax number right now and it instantly beeped just as fax machines do....
The company in question is very well known and has an agreement with Sprint to provide these discounts. The discount was acknowledged by Sprint during the ordering process! If Sprint can’t verify the email domain of a company that Sprint themselves say they have a discount agreement with then something stinks at Sprint, and as far as I can tell everything stinks at sprint. My main question at this point is how do the manual, cables and phone fit back into the box? Just doesn't seem to back in as easily as it came out.
Alright. You have to return the device the same way in which it was received. If we sent it to you through UPS then you'll need to contact Order Support and they will send you a recovery box. Their # is: 8667898292 If you bought it from a Sprint store, you'll have to return it to any Sprint corporate store and have all the original packaging etc...
I'd hate to see this sour your Sprint experience, I'm sure a simple phone call and they could apply the discount, I'm surprised the rep here hasn't PM'd you asking for the information to do it for you.
If you purchased from a retail store or other third-party retailer, please return items to the original point of purchase.
If you made your purchase on sprint.com or over the phone, you may return items to select Sprint stores or we will also accept returns by mail. Call 866-789-8292 for detailed instructions. Representatives are available Monday through Friday from 8 a.m.–11 p.m. EST, and Saturday and Sunday from 9 a.m.–9 p.m. EST.
Thank you John for the PM, Under the new policy(effctive 11/6) I now know that reps cannot add the discount like they had been able to before.
All right, in all seriousness, I've spent hours talking to Sprint Customer Service reps on this discount verification issue and Sprint has provided no solution. The real question here is:
Why can't Sprint find the domain of a valid e-mail address from a major company they have a discount agreement with?
I'd love to hear the official answer. Does the Sprint Discount Verification tool even work??? I'm starting to think it's just there for show. And why is Sprint directing me to use the "No Work e-mail" verification option when I have a valid work e-mail? Sounds like they'd rather have the customer do all the extra work to avoid addressing and fixing the real problem themselves. All calls to customer service have addressed issues that I might have, such as entering the information into the verification form incorrectly. They never looked inward and checked for mistakes on their part. The CS rep couldn't even access the order information via the ticket number that sprint provided, stating that since they (CS rep) did not process the order, they did not have access to it. I asked the CS rep to escalate the issue and I was told there's no way to do that. I asked for a case number for this reported issue, for reference when I call back, and the CS rep could not supply one. Looks like Sprint has tied the hands of their CS reps pretty tight. All I've gotten from the CS reps are "sorry's" and "I don't know's". I'd really rather not have to change provider as I already have my phone and am happy with it. I'm jumping through hoops trying to give Sprint my business, but if Sprint can't solve a simple issue that was discussed and acknowledged during the order process, Sprint is leaving me no choice but to take my business elsewhere. I really don't have time to be shuffled through this long and painful process and do Sprint's work investigating this problem. I'm sure there's no one at sprint customer service busy working on this and planning to call me back with a breakthrough. If Sprint was as sharp on their discount verification process as they are on their return process (easily quoted to me in 2 replies so far!) there wouldn't be a problem.
Tom, this process doesn't look too difficult, especially via email:
I agree, Subee. Reading the simple instructions does look easy. So easy, in fact, that you'd almost expect the actual process to be easy. But what if you follow the simple instructions and it doesn't work? What if you follow the simple email instructions and it gets bounced back every time? The instructions still look easy.
You mentioned that you've spent "hours" talking to customer service (a misnomer in itself in most cases).
I spent six (6) hours on one day alone, six straight hours, getting bounced around from point to point, cut off, transferred, ad nauseum, until I finally, at my wits end, found one person with an IQ over "DUH" that understood the problem and had a "fix" for it. Previously, I'd spent a conservative total of 15 hours on the phone with these people, resolving absolutely nothing!
Without a doubt, I've found the term "Customer Service" as it applies to Sprints non-walk in service, to be a total fabrication!!
Good luck with your issue.
TON_80: It is too bad that Sprint has had to tie the hands of the CSRs (probably because too many were giving away the bank!). Just a suggestion, why not try one more time to fax (from your work) your documentation to the 913 number (maybe the toll free gets too busy) and see if it will go through. If it does not go through, maybe robotaholic will accept a PM from you and you could scan/attach your documentation to him?? Just a thought. Good luck
I have a fax machine here and would be very happy to send the fax or whatever I can do to help. Just reaching out to help-