I have been a customer of Sprint PCS for nearly five years now. Nearly two years ago My boyfriend and I decided to renew our contracts and get new phones. With the new phones we were offered an insurance policy on the phones for $4 more a month. We thought well great now if our phones break or get lost we won't have any problems.
The phones we purchased were the new Sanyo SCP 5300. Keep in mind these phones were about $350 at the time. Unknown to us there is a problem with some of the phones and the hinges tend to pop off.
Back in May of this year the right hinge on my phone popped off. The phone would open and close all day long in my pockets. Eventually the battery would drain within 5-8 hours.
So I called Sprint to find out how to use the insurance and they gave me the number to Lock/Line. I called Lock/Line and told them about the problem I had been having with my phone. They told okay no problem we just need a $35 deductible from you. This was right after my son had been in the hospital and I was swamped with bills. I couldn't afford the deductible at the time.
I told the representative that I would call back when I had the money. Again unknown to me I only had 60 days to pay this deductible. The representative I had talked to had failed to tell me this when I told him I would call back when I had the money.
So when I called back two and a half months later when I had the money Lock/Line tells me that they won't replace my phone and the claim was expired. I failed to pay the deductible on time. When I told him that the previous representative had not informed me of the 60 days to pay he told me that they have know way of knowing that for sure.
So I figured okay fine I'll just have to change the battery more often than normal. However, last week on September 26 the other hinge on the left side cracked. Now the phone kind of reminds me of a spring loaded blade that automatically flips open. Sometimes I have to use both of my hands so that the top of the phone doesn't fall off.
So I called Lock/Line to file another claim on the phone. According to them they can't replace this phone at all since a claim was already filed on it. So if the buttons pop off or the antenna, or the sreen stops working I'm basically screwed. This is what they told me.
THEN WHAT EXACTLY HAVE I BEEN PAYING FOR THE LAST THREE MONTHS. Let alone the last two years. I could have bought another phone by now. I feel like I just paid these people for added stress in my life.
When I asked to speak to manager they transferred me to someone who spewed the same exact unwanted information. I asked her well what are you going to do to make me feel better about paying you guys $4 a month for the past two years for nothing. And she told me NOTHING. I told her that this company is going to lose a customer and she told me that it didn't matter because they get new customers everyday. If you ask me this company is very unprofessional. Do you want to give your money to this company?
On top of that Sprint doesn't care either. I told them what this company was doing to me. The Sprint representative even agreed with me that it seemed a little unfair but there is nothing they can do about it. I have to take it up with Lock/Line. I then expressed how I was very unsatisfied with sprint for their choice in insurance agencies. Also that I would be changing my wireless plan as soon as my contract was up.
If anyone know how I can get around this whole not replacing my phone at all I could really use the help.!! My cell phone happens to be my home phone. Basically I don't know how long my phone will hold out and when Lock/Line told me that I was SCREWED! They really meant it.
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