Sprint - Indecent Practices
Cancellations - Complaint
Sprint Wireless has proved to me that it is a dysfunctional company with indecent business practices. I made the decision to switch to Sprint because their coverage map showed that I would receive perfect voice reception and 4G LTE data coverage at my home. I ordered new service on September 20th. The new iPhone 5S was on backorder at the time, and I was aware that my service would not be activated immediately. Sprint charged me for the phone immediately, even though they were not scheduled to send it for another 6 weeks. I called them after I saw the charge, and I was told that my phone was scheduled to be delivered the next day. It was delivered on November 12th - almost a month later.
When I activated my phone I was receiving only 1 bar of reception, and at times was roaming because I wasn't receiving a Sprint signal. I called customer service numerous times, and the agent couldn't give me an explanation. I was told that my phone was most likely dysfunctional, and I should bring it to a store to be repaired. I schedule time to visit a store location and they told me the problem was their service not my phone. They assured me that the service should get better any day, but I could cancel the plan and return the phone without penalty. I transferred my phone number to another provider. I called Sprint again about returning my phone and they could not give me any information because the website was down - apparently phone agents don't know how to return the phones. I went to a store location to return the phone and officially cancel service. I was charged a $35 restocking fee. I argued that I should not have to pay a restocking fee since I would never have purchased the phone if their coverage map had not been lies. They asked me to call an agent, who told me I should be patient since they are trying to update all of the Sprint towers. The store agent asked for my credit card to refund me the price of the phone - minus the activation charge.
Today I called up Sprint to ask when I should expect to receive my refund for my phone. They told me 30 to 60 days! I was reasonably upset! I am not being refunded the $36 activation fee (which I would never have had to pay if I had known I would have no reliable service), I had to pay another $35 to cancel the service and return the phone (which is insulting since I would never have purchased a phone from them if I knew there was no reliable coverage), and now they are keeping my money for at least another month. I stayed on the phone for 20 minutes. The agent finally told me that they can file a request for a refund when my monthly cycle would have ended (I say "would have" because I no loner have an account with them). I have to wait another 15 days to FILE FOR A REQUEST! It is not enough that I returned the phone and a refund was charged to my credit card.
Now I need to wait for an extended period of time to kindly ask to please get my money back. Sprint will successfully keep my money for at least 2 full months for a phone that I only used for 12 days. AND I had to pay $71 for the privilege of having them for 12 days. I asked repeatedly to speak to a manager, and she would put me on hold for several minutes and come back with some lame explanation. Finally I literally broke down crying on the phone, because I can't upgrade my phone on another plan because this company is holding onto my money for as long as they possibly can. She offered to give me a call back on November 13th to request my refund - every agent has scheduled a call back with my to check on my service and never actually called.