Sprint Complaint - Promised it but not going to honor, even if it is noted!
ATLANTA, GEORGIA -- I am emailing you on an ongoing problem with customer service honoring their promise. Back in July (13th-20th) I received a call from customer service telling me that I was a premier customer and I could add a line to my account, during the time I was considering changing my plan to a family plan. The customer service went on about a port in promotion and I would receive a credit of monetary value on my account if I ported in my wife line. The next day I was contacted again by a Sprint rep, so I started the process to add my wife to my account under a family plan. I inquired about an upgrade on my phone 404.xxx. xxxx and the import promotion. I was told I could upgrade my phone and also I qualified for the import promotion. Days later I called back to confirm what was said after we added her line, and that’s when things started changing about what was told to me. I spent hours on the phone talking to countless customer service reps and escalating managers. Finally it was settled that I would receive the port in promotion and an upgrade after September. (Please read all the notes)
On October 18, 2011 I went into an authorize agent store and inquired about a phone and the representative in store stated that I wasn’t eligible for an upgrade, and I responded to him “look at my notes”. The manager said this was an agent store and I would have to call customer service. I called customer service and the I was advised I was not authorized and there were no notes, I immediately ask to speak to a supervisor due to my past experience and the supervisor saw it was noted I could upgrade in Sept of 2011, but about my port in promotion it wasn’t clear so he transferred me to the appropriate department. (Please read the notes)
From here on out it was strictly management and I thought the matter would be resolved at this level. I mean I was promised something for my business and I was simply calling in for them to honor it, but I was dead wrong. A customer service rep/manager Hector went back and forth with me even to the point of talking over me, telling me the policy and that it was my fault that I was misinformed. I was so shocked to receive this type of treatment from this level of staffing. I have had management experience in the cellular industry (AT&T, Cingular) and I have never treated a customer with a lack of respect and empathy. I stated to Mr. Hector that I only want what was promised to me nothing more nothing less and it was the representative fault if there was any blame.(never the customer) At this point Hector transferred me to a Mr. Juan (if that was their real names) Juan repeated everything that Hector said and that they are investigating the port in promotion. I was so out done at this point not only I wasn’t getting my promised upgrade but now instead of applying a credit to my account for the port in credit they now had to investigate it.
I went on to explain to Mr. Juan that I have had Sprint over three years and have never had a problem disconnect or anything and I was preparing myself to cancel both lines and go where my business would be better appreciated and without a moment’s hesitation he was going to begin the process. He didn’t offer me insurance, a replacement phone, or even asked why I needed an upgrade; you know trying to help me. Only thing I have received was no based on our policy like robots with no human side. I am so displeased with Sprint and how I was treated. I felt like trash worthless and didn’t care to be discarded. I only wanted my phone which would have been a $99.00 HTC for a two year contract. Sprint service is Great but doesn’t make up for your poor customer service. I pray you have recorded lines so you can listen to the conversations in July and today.