Sprint - No Customer Loyalty
Customer Care - Complaint
ATLANTA, GEORGIA -- I have been a Sprint customer for well over 8 years. I eventually added an additional line to my account and am an on time payer. In the years that I have been with them they used to reward you for being a loyal customer. We used to get yearly upgrades, ability to bill items to your account, and much better deals on phones. I am up for renewal on one line and a month away on the other. Looking to get the Galaxy S4. Was shocked at the upgrade cost, but it is what it is. Talked to them to see what options I may have in discounting the rate. Was given a few ideas and went on my way. Well as I researched the prices on phones elsewhere I found that they are offering a much lower rate for someone who ports in a new line. Basically a new customer. Shocked that I would be treated any less important than a new customer I called the customer service line. At which point I was told to go to a store and they would be able to give me the discounted rate they are offering new customers. Ok Great! By the way I am trying to surprise my husband at this point for Fathers Day. So I go ahead and order a nice case knowing that Sprint has always taken care of their customers and would never mislead me. Right? Ummm No! I go into a Sprint store and ask for the manager as I was told to do. Of course in true Sprint form I must talk to someone else who is so sure they can help me first. He then gets the manager who is one of the rudest people I have talked to. He told me he could not discount the phone anymore and to call the customer service line back. Ok so now I have wasted gas and time! Very upset I call Sprint back, after going through another round of let me talk to the manager, I get to a trainer. Who tells me that I am an ideal customer to Sprint and he wants to see what he can do to help me. He offers me the discount on one phone only. Sorry not enough. I ask what else they can do and he escalates my complaint stating that I will get a call in the next few days (after Fathers Day at this point). So I wait. Well a few days go by and I call back in, only to have to go through another round of let me see if I can help you before I get a manager. At this point my blood is boiling and once I get a call back I am told that they can't do anything else. REALLY?!?!?!?! So all a long term customer is worth to Sprint is $100. Wow! So I say fine and just take my defeat tired of fighting. Go to the store the next day figuring I will just have to pay full price for the second phone. When I get there I find out that I have to go to a corporate store to bill a phone to my account. So I call the corporate store before driving all the way over. Now to my surprise they have taken away the ability to bill phones to your account. Well needless to say I lost it. Called their customer service again and refused to do the song and dance of can I help you. Because I know that the person answering the phone CAN NOT help me. They send my complaint to the escalation department who can not help me either and will not forward me to anyone else. SO my response is.....Time to go to Verizon.....Why? Because if I have to pay for the phone up front I might as well get better service.....My rate is not going up and I get the discount I want. You would think that when you already know this and tell them you are gone they may try to get you to someone else that could help. Oh No....she tries to find the phone cheaper.....Ummm no thanks!!! Hope that someone who matters sees this and maybe in the future your customers will be loyal again like I have been! Because it is very difficult to keep customer loyalty with such competitive markets these days.