Sprint Did Not Make Me Whole
In-store, 685 in Pflugerville - Complaint
PFLUGERVILLE, TEXAS -- In summary, this summer I switched to Sprint and got a Sprint-branded phone for my oldest (autistic) son. His phone is key to his day, it is a great avenue to handle some of his fidgety behavior. Dual-core, pretty nice ZTE phone, whatever that is. Less than 4 months in, his phone died. Just a red LED power light, nothing else. I took it to the nearby store, and it could not be fixed. They did not have a replacement in-house, so I drove across town, waited another 2 hours, finally receiving the replacement phone.
The new phone could not be activated on their network, so they ordered another one. This was on a Saturday. We took the non-activated phone, because it could at least connect to WiFi & my son could listen to music and such. That evening, the replacement phone died in the same manner. No display, nothing, red LED on power.
Finally, I went last Wednesday and picked up his new phone that finally arrived (a day later than promised). All was right with the world… until last night. Less than a week of ownership of the new phone, and it was now even deader than the others – I could not even get a power LED to light! So, last night I went BACK to Sprint, and passed their only technician on his way home as I went in the door. They could do nothing last night as a result.
Today, I went back to Sprint again…. The tech would not arrive until noon, so I left the phone. I returned about an hour ago, and had the epic fail of customer service.
Tech: “I can order a replacement for this phone.”
Me: ”Unacceptable. I don’t want that phone. The first one lasted less than four months, the second one less than a day, and this one less than a week. I want a new phone.”
Tech: “I’m not sure I can do that.”
Me: ”Find me someone who can. I do not want another one of those phones.”
Tech: “Sir, I have to pull your account to see what I can do. I cannot replace the phone until I check.”
After several minutes, she told me she could get me into a Samsung something-or-other. I’m fine with that, nothing fancy, just similar and DIFFERENT BRAND.
Me: “I want a case.”
Tech: “I can’t give you a case.”
Me: ”I bought a phone a few months ago for my son (standing beside me). I walked out with a phone and a case. I brought that phone back in there because it’s cr*p. I want to walk out with a phone and a case.”
Tech: “I can’t do that.”
At this point, the DUDE THAT SOLD ME THE STUFF IN THE FIRST PLACE came over. Mister “we stole 5 phones from AT&T account when this guy dropped by this summer.” Yeah. That dude. Mister all happy I was there a few months ago.
Dude: “We can’t just give you a case.”
Me: ”You are not making me whole. I had a phone and a case, now I will have just a phone.”
Dude: “Hey, look, she’s already found you a different phone as you requested. We can’t go around giving away cases.”
Me: “Thank you, I guess. However, I’m not a satisfied customer.”
To top it off, the new phone has to be shipped. Hopefully it will arrive tomorrow. A simple $20-$30 investment by a large company to make a special-needs customer happy? Didn’t happen, and it’s sad. I wish someone in that store had the guts to do right instead of hiding behind a company policy.
They almost got 5 phones back and no more $$ from my family, and might still yet. Time will tell, because two other family members have the same model phone as the one that died…..