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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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Thank you for your time and supportive message. Thanks for taking time to express your satisfaction. That's music to ours ears. It was a pleasure to assist you.

Have a wonderful rest of your day. 🙂

 


Ciara
Sprint Social Care
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Hello,

 

I purchased a phone full price to use on kickstart. Turns out I have little to no signal and dropped calls left and right. I was told that I couldn't have the phone unlocked for 50 days so now I'm stuck with no phone until I can unlock it. I spent over 1200 on this device and can't afford to buy a new device from another carrier. Is there anyway you can help me get this unlocked? I'd be so greatful!!! 

 

 

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Hey! I definitely understand that you really need your device/. This is why I want to work together to find the best resolution. Please reply to my Private Message as soon as you get a chance.


Ciara
Sprint Social Care
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