Sprint Complaint - Sprint is NOT Customer Service Friendly
Sprint 30-day Return and Exchange
CHAT - with Sprint Person about the 30 day policy 05/19/2010
Sprint Rep: May I help answer any questions regarding Sprint’s Return Policy?
You: yes, I don't think your 30 day return policy is very customer friendly
You: I am sorry to hear that. I would be happy to go over the returns and exchange policy with you.
You: First let's move this chat and make it a window of its own so that I may be able to assist you better. Please click 'Yes' to move it now.
Sprint Rep: Thank you. That should make it easier to see.
Sprint Rep: In order to better assist you, I will need to ask you a few questions.
Sprint Rep: May I have your first and last name please?
Mike: May I please ask what questions you have regarding the 30 day policy?
You: My wife upgraded her phone and the phones Display was to small for her to read it.
You: So the store sent it back Monday 5/10/10 a week ago and we paid $35.00
Sprint Rep: I am very sorry to hear that. May I please ask for clarification when you say the Store sent the phone back on Monday. Where did the Store send the phone back to?
You: The store said that last Friday the wharehouse received the phone BUT Sprint has not credited back her $150.00 for an upgrade phone.
Sprint Rep: Okay so you returned the device and did not choose to process an exchange?
You: tracking # was………………..
You: yes we want to but not until we know the 150.00 is credited back
You: your 30 day policy leaves a customer in limbo for 3 to 4 weeks before you can conitnue the upgrade/exchange
Sprint Rep: Okay I understand. I would be happy to take a look and see if the returning credit for the returning device has been applied and also to see if the upgrade credit eligibility has been reset.
Sprint Rep: May I please have the order number for your wifes order?
Sprint Rep: Your welcome!
You: all that info was given to the store for the return
You: thats why the store gave me this tracking #
Sprint Rep: Okay unfortunately I cannot track the order details with the tracking number. I do appreciate that information. I can locate the order with your Sprint account number or with the wireless number that this order was placed for.
You: The store is the one that said the warehouse had received the phone last Friday
You: ph # is …………………..
Sprint Rep: Thank you. One moment please as I look up your order.
Sprint Rep: I was able to locate your order. Before we continue, I will need to authenticate your account. The following questions are designed to prevent fraud.
Sprint Rep: May I have your account PIN please?
Sprint Rep: Thank you. One moment please while I review your information.
Sprint Rep: Thank you for holding. May I please ask that you verify the device your wife ordered and returned?
Sprint Rep: Okay thank you. I do see that you have called in yesterday regarding your wifes return and that you were informed by the customer service agent that our warehouse has received the device and that it will take 3-10 business days to review and also process the return and reverse charges, contract and upgrade eligibility. If by then the changes hasn't been made then we can escalate the issue.
You: That was the point of my original comment about your 30 day policy not being Customer friendly.
Sprint Rep: I do apologize for that however this is your current status on the return.
Sprint Rep: Please do check back in 3-10 business day for status on the return.
You: when you look at the day the phone was handed back to the store and the shipping, receiving and the accounting being made thats just far to much time in limbo
You: I wish you would pass this on to the highoest levels
You: This is a valid point
You: do the math
Sprint Rep: I do apologize unfortunately the warehouse received your return on 05/14/2010 which I see this information from the UPS site. Processing would have begun the day your order was received and it would take 3-10 business days excluding weekends to review and also process the return and reverse charges, contract and upgrade eligibility
Thank you for chatting with us today!