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Requesting Exception to 50-Day Active Policy for Unlock + Frustrating Customer Service

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Journeyman

Requesting Exception to 50-Day Active Policy for Unlock + Frustrating Customer Service

Hello. 

My phone meets all unlocking requirements except the 50 days of activation because my phone was replaced by Apple Care about a month ago. About a week and a half ago, my husband canceled our Sprint account and started service with a different company. Sprint proceeded with the cancellation and made no mention that my device would not unlocked, resulting in my current situation in which I cannot use my new SIM card but I no longer have Sprint service either.

 

My husband and I have interacted with phone customer service 3 times, online customer service chat 3 times, and have visited 2 different stores. Most individuals simply stated the policy and said that the phone would not be unlocked, with no recognition that this could be a special case. I have been told at least twice that the phone was actually scheduled for unlocking and to wait 24-36 hours. Each time period passed with either no action, or with an automated email message repeating the policy and stating that the phone would not be unlocked. The most recent time I requested escalation (2 days ago), the agent said that I would be contacted within 24 hours. I gave my email address because I have no phone service. Yet, the next day (yesterday), I received an email stating, "I have been unsuccessful in my attempts to reach you by phone to discuss your account concerns," and to call the general customer service number. I tried to call that number and stated that I was responding to an email message, but had to spend another 15 minutes on the line trying to make the 1st level agent understand the issue. At the very end of the 15 minutes, just after I requested another escalation, she returned saying she found a note that my device was scheduled to be unlocked by 1:10pm today. It is 5:00pm - I have received no email and my phone is still locked.

 

I am beyond frustrated. Please consider that Apple considers my current device (w/serial #B) to have the same purchase date as my replaced device (w/serial #A) since it was an Apple Care swap. Can Sprint please do the same? If not, can someone with higher authority than a first-level phone or chat agent give me a non-robot final answer instead of stringing me along?

Apple considers phone to be purchased in Oct 2016.Apple considers phone to be purchased in Oct 2016.

98 REPLIES 98
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It meets the 50 days as well, but no one seems to be able to listen long enough to understand that.
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Can you tell me when the last unlock request was made and do you have a ticket number for it? I can take a look and see why it was not successful. 

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At a Sprint store now trying to get that information. The phone rep will not give me a number. I have an interaction number from last night, it’s I1774786668 and the case number is 240163062.
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Did you request the unlock at the store or via phone? If you can send me a private message, I can look up the IMEI of your device. 

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Hi @mediamvn_sprint @HELPeR_Sprint @RedCruzr_Sprint and other folks, I also have a similar problem, please help. I was using a iphone 6s on sprint line since January, activated a fully owned Android device and it's locked to sprint. I just need it unlocked for international use as I am travelling out of the country. The account support lady told me it will be unlocked and transferred to international desk however after several tries they always come back with the same 50 day policy.

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We'd be glad to help take a look into that and check on things for you. Did you buy the Android phone second hand or was it yours previously? As long as it's been on any account with the Sprint network for 50 days, that shouldn't be an issue as long as we know who the last owner was. I'll drop you a PM so that we can get some additional detail from you to assist further. 

 



"Hail Yourself!" - Ben Kissel


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I am running into this exact same issue, a phone that I have had for almost 2 years that has been paid off for almost 2 months cannot get unlocked because it was replaced recently at the Apple store. Can you please assist with the same exception that you were able to get work for others, as no agent I talk to has been able to get this to work and this is maddening.

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@bcurtis25, I'm happy to assist with validation of the replacement and get the case submitted for you. I'm going to send you a private message to get your account and phone information. 

 

 

 


 


RedCruzr
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Queen of Unlocks and Billing Questions. Samsung for Life!!
Kudos and Accepted Solutions are welcomed and appreciated.
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Hi I have the EXACT same issue.. can you PM me plz

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Hello.  I am also having similar issue for the last couple weeks. Can someone please please help me fix this issue! Thanks. 

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Same here, I’m downgrading my plan and taking off my Apple Watch the Sprint service. Easily the worst experience ever...
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Been over 50 days and called the sprint customer service and they too said that there is no reason why the phone cannot be unlocked. Yet they still are unable to unlock it. This is beyond ridiculous. Can someone please just unlock my phone already?
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