Sprint a huge disappointment
TEXAS -- I copy the letter I wrote Sprint below. I received a call today saying: too bad. I will cancel this month.
I have been a Sprint customer since I acquired my first cell phone in 2000. I have stayed with Sprint despite repeated trying circumstances, the worst occurring in the past two years, when my Blackberry Curves
would malfunction on a regular basis. I spent untold amounts of time in Sprint repair centers and on the phone, pleading to have my phone replaced, because it was not working; most notably in an emergency
situation I experienced with my family early last year. Sprint representatives assured me that my only recourse was to spend yet more hours having the phone repaired, since I was not at that time available
for an "upgrade." A new phone could not be sent to me, despite the fact that I had insurance (oh, I could pay the "deductible" for a phone that failed through no fault of my own). So I weathered out a complete lack
of phone service until I was available for an upgrade. This is not the only problem of course: in 2010 I went on a trip to Bermuda, and prior to travel, called Sprint to verify service/rates there, and was assured
service, only to find that the phone was completely unusable one there, and all information the representative had provided me was incorrect. I
could go on....
Two days ago, I dropped my phone in the driveway, being off balance
thanks to being 8 months pregnant. The screen cracked. I called customer service
and was told that despite the fact that I have been paying $8/month in insurance, a replacement phone deductible would amount to $100. I do not have $100, being only a lowly college professor. There are no other
options available to me short of paying full price for a different phone, which Is again out of the question. Or, I can wait one year at which point I can receive an "upgrade," or I can cancel my contract at
the cost of $280, again, which I do not have.
I am asking if my true loyalty as a customer is worth anything to you.
If the fact that I held onto Sprint through poor customer service and wasted valuable time is worth anything to you. If the fact that my (now) husband is a Sprint customer, and has been since the beginning of
his cell phone days, thanks to my insistence, is worth anything to you.
I would like to be let out of the contract or to be offered a
replacement phone gratis.
What will happen if you ignore/refuse my request? Well, very little, from a corporate perspective. I will create a series of online reviews and complaints, sharing my experience and the futility of loyalty to
Sprint (and of the insurance "protection" plan!). If it comes up in conversation, I will advise colleagues, students, friends and family to
avoid Sprint. I will put the $280 cancellation fee on a credit card and pay interest on it for years to come, and attempt to find a new phone in
the days prior to the arrival of my newborn. I realize that all of this will not be noticed by Sprint or any of its employees, that you will be
fine without our patronage.
But I ask that you reconsider your policy and the 12-year loyalty of my family.