Sprint/Nextel Informative - Wrongful billing
32266, FLORIDA -- To Whom It May Concern:
It is with much disappointment that I write to you concerning my final bill from Sprint.
Having been a customer of Sprint for more than 10 years, I have been quite discouraged by the lack of customer service provided by your Customer Care line and retail stores over the last 2 years.
After spending 6 months with mediocre and intermittent coverage on our phones, I was informed that the problem was not with Sprint, but rather with my phone. In March of 2007, before making the decision to purchase a new phone, I consulted with an agent at a Sprint Phone Repair Center located @ 9510 Atlantic Blvd., Jacksonville, FL 32225. I explained to her that my husband and I were undecided as to weather or not we would extend our contract with Sprint, but that because of working in the health care profession, having a cell phone was essential. She helped me to select a phone and we proceeded to check out. Prior to completing the transaction, I once again conveyed to her that I DID NOT wish to renew my contrast at that time. She again stated that it was not necessary to renew the contrast because I was paying full price for the phone.
Let’s fast forward to July 07, when I again began having difficulty with the coverage on my phone. I walked into the same Sprint Phone Repair Center, only to stand in line for 45 minutes. Once I was able to talk with an agent, she assured me the problem was my phone. When I explained to her that I had purchased the phone only 4months prior, she said then it’s probably nothing, “just a bug in the system” and that It would be fine in a few hours. She did not offer to have my phone looked at or serviced. At that time I asked her to verify the expiration date on our contrast. She informed me our contract was scheduled to expire on August 8, 2007. I asked her if 30 days notice was required, and she said no.
On August 14th, I called Sprint to cancel our service contrast. Nothing was mentioned about an early termination fee. So imagine my surprise when 2 weeks later I receive a bill for $233.89! I immediately called Sprint, only to be passed around and transferred twice over the next 45 minutes. In the end I was informed that I needed to contact the store in order for the problem to be corrected. Over the next month, I made 3 attempts to schedule an appointment with the manager. Every phone call was met with an excuse as to why such a request could not be accommodated. Finally on October 23, 2007, at 10:00am I was connected to Ryan, the current manager of this location. Ryan stated that he did not have access to look at my account or purchase history and would be unable to help me. I recognize the fact that he was not the manager at the time of this purchase; however, I was once again referred to the customer care line.
I then called 1-800-639-6111. Sadly, Brandi was the first person to transfer me (only after telling ME not to be so rude) with out telling me where she was transferring me to. Next was Sydney, who transferred me to Evelyn, whom had no idea why I was calling. So for the fourth time this morning, I explained my situation. Evelyn stated that because at the time of purchase, the agent did not make a note on our account regarding my wishes, she was unable to assist me. In the end, I spent 90 minutes on the phone, and was once again directed to call the store.
Much to my dismay, I again called Ryan only to be informed that it wasn’t his fault, but that he could not help me.
Over the course of the last few weeks, it has become increasingly clear, that customer service is not a priority for your company. I am appalled at the lack of leadership and courtesy not to mention the uncooperativeness shown during my unfortunate experience. No one was willing to help rectify the situation, only willing to pass me along to someone else. It is astonishing that a customer, whom you should value, is forced to endure such frustration with out resolution. Furthermore, it is simply poor business tactics to literally trick someone into extending a contract when I was completely forth coming about my desire to not renew at that time. Consumers should be able to rely on employees and trust that they are sharing accurate information while completing transaction with competence. I was lied to, misled and treated with complete disregard.
I have been forced to pay the balance on this account, in order to prevent jeopardizing our credit. I acknowledge that $33.89 is a reasonable remaining adjustment; however, I still maintain that it is not and should never have been our responsibility to pay an early termination fee.
My husband and I have chosen to leave Sprint, for good. Any considerations we had made for returning to Sprint has since been put aside. I have alternately decided that when asked about my experience as a Sprint customer, I will take the opportunity to share my deplorable and burdensome experience.
Julie Ann Peterson
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