Sprint responded to my complaint and extended me an “offer” to waive the down payment on a 64gb iPhone XS Max (I’m on the flex lease iPhone forever plan). However, after I accepted the company solution and closed the ticket, no one from Sprint will actually waive the $100 downpayment.
The lady from Sprint Executive Office handling my case, Tracy Franklin, will not return my calls, and so on Wednesday I spoke with another lady in that same department. According to Tiana (not sure on spelling), VERBATIM, “Just because she SAID you could have the iPhone 64gb without a down payment doesn’t mean Sprint has to do it; Sprint’s response is not legally binding. We CAN offer it to you for free but that doesn’t mean we WILL.” Her reasoning behind this was that I hadn’t responded to Tracy’s calls on the matter (although I had emailed her directly and requested that she email me because I wanted a record of our conversation; to which I received no response). Not sure why my not responding to phone calls made PRIOR to the —whilst still accepting the company’s solution and closing the ticket when she responded—would actually change the offer, but I digress.
After this conversation, Tracy actually left me a voicemail while I was at work (I advised Tiana that I was on a 15 minute break and couldn’t wait for her callback) saying she was trying to figure out IF it could be done and that she knew I was off my break and that she would call me back that evening. When I got off work, she had not called. I tried calling twice at her extension at that point, with no response. And no call back either. That was Wednesday and I’ve given up on a call back at this point. I’m really just appalled at this entire experience, and I’m wondering if anyone else has ever had anything else quite as absurd?
This is the most insanely unprofessional experience I have ever had with a company in my entire life. It’s almost comical at this point, as I am obviously aware $100 is nothing at all to a company like Sprint. And to me it’s really just the principle of being asked to turn in my iPhone X I’ve leased for a year, and being told I have to pay $100 for a 64gb upgrade or $500 for the 256. but for a company’s representative to make an offer and then not honor it like that is just terribly indicative of that company’s values as a whole.
If anyone else has had a similar experience, I would like to hear it, because this has been a nightmare.
Howdy Nick. I'm sorry to hear that you're issue hasn't been resolved. I'd like to take a look into this for you. I sent you a PM, so I can gather a smidge of info.
Howdy amandaxlewis. I didn't mean to skip over you. I saw that you were waiting on the Executive Service and Regulatory Services for assistance in the promise they made. At this time only they can complete your request. If there is any other issues you would like me to look into, please let me know, and I'll be more than happy to assist.