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Notice a trend

Journeyman

Notice a trend

It seems as though I am not the only Sprint customer being given the runaround. At least I am in good company. I have been a loyal Sprint customer for over 15 years. I brought in my family, I talked my sister and little brother into bringing their families. Sprint was never the cheapest and does not offer service in all the places we frequent, but still we hung in with them. Now, when we had the audacity to ask for a lower priced plan, Sprint changed it up on us. I visited the local Sprint store and the rep said she could basically cut my bill in half. So, with the savings, I went ahead and leased a new phone. The bill comes, it is more than what I paid before. I called, and was transferred to the retention department without even asking for them. I was told that the store rep was not authorized to give me said plan and she figured the new price to be $60 more than the high priced one I was so excited for. She even said she would give me $40 credit for my loyalty. Never saw the $40 and paid the new higher bill trusting that Sprint would fix it. The new bill is even higher and I called Sprint and the guy from Retention (I was told to call retention if I had a problem) told me there was nothing he could do and that I should basically take my 6 phones and go somewhere else. Well, I did not mention to him that with my extended family we make over 20 people. We are not naive enough to say losing our business would somehow drastically change Sprints bottom line. But if this is how you treat customers, and by reviewing most of the posts, it seems to be how you treat customers, I will gladly go to Verizon ( who with match my employee discount, give us new phones and does has service in all the places we frequent). The more I go back and re-read my post, the more I kick myself for not doing this sooner.

4 REPLIES 4
Sprint Social Care S.M.A.R.T. Agent

Re: Notice a trend

We would like a chance to make this right. You shouldn't have had a rep do that to you. I am sorry that happened. What plan did they tell you they could get? What plan did they end up putting you on? 

Journeyman

Re: Notice a trend

Thanks for the quick reply. I needed to collect myself a little before answering you. The retention rep had just hung up on me and I was getting frustrated that no one bothered to call me back I had clearly identified myself and he went ahead for 10 minutes to discuss options for our plan, so he must have had the information in front of him. But that is the past. To be honest, I am not which plan I am on currently. The store rep pointed to a chart, I am selected the middle one, it allowed for the limited wifi for each phone, and just to point out, it was not the cheapest plan (but it was not the most expensive either).  I was told by the store rep she could get our bill down to $160, with that kind of savings I went ahea add and leased a new phone. The second through 4th reps I talked to (1 a biiling specialist, her supervisor and the 1st retention person) told me the store rep should not have given me that plan, which to be honest was much too late to inform me of that and refused to honor the store quote. The 1st retention person finally said she could get me a price of $220 including the lease of the phone, but before taxes (and apparently surcharges), which would make the bill around $260. But looking today, the bill has gone up to $350, with no explanation of why I am not getting the $260 plan. The 2nd retention person told me that there is nothing he can do except offer me a credit for $40 for 3 months. He kept saying I was on the basic plan, but that again would not be the middle plan that includes Hulu (at least not to my thinking). Basically, I want two things, 1 I was promised by the store rep, and the other a goodwill token for my loyalty. As the girl from the store explained, I would get the 1st phone for $60, the second line would $30, lines 3 & 6 would be $20 each and line 4 & 5 would be free until  June 2020. Taking the lease ($42) and the taxes and surcharges (on the current bill like $44)  and the protection plans I have for 2 phones (about $33) we are looking at about roughly $250 for everything until June 2020. I woud be somewhat satisfied with that, and that was before my employee discount (though it seems to have been changed to a measley $5). The second thing I would ask for would be a little help with the lease, I had contacted a rep online before going into the store and had been offered a rate of $32 a month for the lease of the phone, but the store rep said she could not match that. Again, the first part is the most important getting me the plan price to $160 to include all 6 lines and the protection plans for two of the lines, because I was promised that by the store rep, keeping all the before mentioned benefits (unlimited talk, text and data, the limited wifi for each line and Hulu and the music service). If you cannot come close to that price (again with the understandng that we would have it for now the next 11 months) we will end our long standing relationship and I will never consider Sprint no matter the cost savings. If you could help out with the lease that too would be appreciated.  The earilier customer rep had said somthing about getting rid of a monthly fee of $2.99 for each line, which is something I never agreed to or used, so you can deduct that as well, saving us almost $18. I look forward to hearing back from you.

Sprint Social Care S.M.A.R.T. Agent

Re: Notice a trend

I am going to send you a PM. We need to get into the account, and see what exactly has happened. I can not promise we can get $160 price for all lines and leases, but I would like to see what we can do.  

Journeyman

Re: Notice a trend

We're feeling it, too.  In a major way.  First bill after the initial 2 years was 522 then 349 then 180.  We had 5 lines for 120 before then.  Now four lines and more money.  That and they charged for a device I returned in perfect working order. 

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