Sprint - Deceptive Practices and Entrapment
Customer Service / Redlands Store - Complaint
REDLANDS, CALIFORNIA -- We took a phone into the Sprint store to reactivate it. That was done quickly. **WARNING** By reactivating this phone, we suddenly incurred an additional $150 charge PER MONTH to our account, AND initiated a new two year contract. NONE of this was disclosed to us at the time. Be sure to ask the agent:
1. Will this transaction incur new charges to my account, and how much?
2. Will this initiate a new contract?
AND make them write it down for you in plain English, because the document you sign on the little electronic thing has all this in it.
Anyway, the bill showed up 30 days later (of course you have a 14 day right to cancel, but by the time you get the bill, that has already passed). Our family plan was now $150 more! Of course we thought we were adding another line for $20, but that was not the case. We tried to cancel and get out of it, and ABSOLUTELY they refused.
After a total of 5 hours on the phone (over a period of two weeks) and 5 hours in the store, we finally got it taken care of. What absolutely horrible customer service. The telephone customer service said it was the Store Manager's decision. The Store Manager said it was customer service. Finally we were in the store, on the phone with customer service in front of the manager. Then it only took another couple hours to get it sorted out!!
By the way, I have now switched to another provider and am astonished at how much better the phone service is. I thought all the networks were pretty much the same and they were just quibbling, but it is not true. We are one by one migrating all 14 of our phones away from Sprint (We have about 8 to go).
I absolutely felt Sprint engaged in fraudulent and deceptive practices. They happily signed us up for this extra contract. The led us to believe it would be merely $20 per month to add another phone. They buried the details in the "legalese" of the electronic form you sign. They refused to make it right when we complained. Oh, yes! One more sweetener. To cancel the contract, we were supposed to pay $200, even though we did not receive a new phone but provided our own phone!