On January 6 I mailed a letter to Chief Service Officer, Bob Johnson, at Sprint Nextel regarding a service issue and to date I still have not received a response. Given Mr. Johnson's obvious lack of concern for customer service it is no wonder the trouble I had with the retail store my original letter complained about. Below is the actual letter written to Bob Johnson describing my issue with Sprint Nextel.
Dear Mr. Johnson,
It is unfortunate that I must write you this letter but it is apparent that Sprint’s retail customer service is inept and unable to provide a resolution satisfactory to my needs regarding the matter to be presented to you.
Over the summer, I began to have trouble with my phone, a Treo 650. The phone would not retain a battery charge for any length of time and I found myself having to recharge it every 5-6 hours. I took the phone to a local repair location, store #1451, where they determined a problem with the battery. The technicians kindly replaced the battery, all was covered under my protection plan, I was happy and on my way.
Less than a week later the phone began to exhibit the previously described problem in addition to arbitrarily and automatically turning on, arbitrarily and automatically rebooting and freezing/locking up to a point where removal of the battery and a reboot of the phone was required to continue use. One or more of which occurred at least once a week.
Recently (past 45-60 days) the problems began to occur more frequently, almost daily and I was missing a number of important calls so I took the phone in again. Here is where the customer service problem begins.
December 5 - Took the phone into the same repair center I had previously visited and described the problems to the host. At that time, I was given a CD, a user manual, a hot sync cable and told I needed to backup my data and update the software. I took the phone back home, completed the tasks and the phone seemed to work fine for approximately week then began to exhibit the same problems. No explanation was given to what the problem was.
December 22 – Took the phone into the same repair center, this time I was given another battery and a hard reset was completed. Later that night it was obvious that the phone had not been repaired as it froze somewhere between leaving the repair center and making it home. Still there was no explanation given in reference to the problem.
December 23 – Took the phone into the same repair center, this time the technicians just took it upon themselves to order me a new phone (Centro 690) without consulting with me or explaining to me what the issue with my phone was. Not to mention attempting to downgrade my phone from a Treo to a Centro, this starting a completely different and new issue. When I complained about both issues, the host had the audacity to suggest that if I didn’t like the Centro, I purchase another phone through Sprint’s upgrade plan in which Sprint would be so generous as to provide me a $150.00 discount off the retail price of a phone but I would be required to sign another two-year agreement.
I am sure you can imagine my frustration at this point. As I began asking more detailed questions and continuing the discussion it was clear that all I was going to get from the host and subsequently the Assistant Store Manager, LaChaunae Lofton, was regurgitated corporate spin designed to appease the masses. Ms. Lofton and I talked for several minutes unable to determine a resolution that was acceptable to me, she advised that she was no longer able to assist me and that she would request the store manager, Christopher Beckner, to call me to address my concerns. I left the repair center for the 4th time with a broken phone, no clear answer to what the problem is, no resolution at hand and waiting for a call from the store manager. It has now been two weeks and I still have not heard from Mr. Beckner.
Mr. Johnson, I have generally been very happy with Sprint as a service provider but this current situation is COMPLETELY UNACCEPTABLE and has me feeling like SPRINT IS DISINGENUOUS!
In today’s struggling economy and competition tight for limited consumer dollars I would think that Sprint would aspire to provide a higher level of customer service, not diminished.in addition, I have been a Sprint customer for at least ten years, purchased a number of phones (with or without your upgrade program), increased my service plan with each purchase or upgrade and continually pay $7 a month (about $840 in the past ten years) for a device warranty/protection plan that, based on my current experience, is worthless.
Bottom-line Mr. Johnson; I want my phone repaired and restored to its optimum working condition.in the event there is absolutely no possibility to repair my phone, then I want the option to choose a phone that works best for me, NOT the phone Sprint thinks I should have.
As the Chief Service Officer, I am confident in your ability to resolve this situation in a manner that is satisfactory to both Sprint and I. I look forward to your future correspondence.
Sincerest Regards
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