If you have Sprint PCS insurance protection through Lockline and your phone wasn't 30 days or newer at the time you enrolled or re-enrolled or it wasn't before 10/04 then they will take your money every month, but not provide you with a replacement!!!
I am writing this report regarding Sprint's Insurance Program (covered through Lockline). The entire thing is a scam and a huge miscommunication between two companies supposedly working together together to provide a "service".
I have been a Sprint PCS customer for approximately 5 years. However a year and a half ago I was told (on the phone) that if I renewed my contract (another two years) that I would be eligible for all the in-store promotions.
This was not the case when I purchased my phone at the store, but I ate the $390 charge for my phone (which they charged me 3 times without telling me and later corrected) and accepted the mere $50 rebate for resigning.
At approximately this time, I was advised by one of my family memebers that I should add the insurance through Lockline, since my phone was so expensive and it's a good deal ($5/month premium and $30 deductible). I did so and unfortunatley I did need my phone to be replaced twice within that year, therefore being dropped by the insurance and being told I would need to wait one year to re-add the program.
I spoke to Sprint PCS several times and was told that I would be eligible to add the program in September. I re-added the program on 10/04/04. I checked with Sprint at least twice to confirm that I did have insurance and checked with Lockline once— both confirmed. I also recieved a packet of information from Lockline discussing my enrollment and all my monthly bills from Sprint PCS reflected that I was being charged for the Insurance Protection.
About a month ago, I went into a Sprint PCS store on Joppa Rd., Baltimore, MD to speak to a representative about the problems I've been having with my phone. At this time I signed in and waited.instead of being served by the representatives I was ignored and all of the other customers were taken. Also, some of the agents were bumping into me and not apologizing and giving me dirty looks.
Finally spoke to someone at the store and they let the agent know. She then continuously took every other African American customer in the store, after she acknowledged I was next. Finally when she did attempt to help me she was very rude and yelled at me and told me it wasnt her problem and to call Lockline.
This past Tuesday, April 14, I called up to replace my phone because my phone has been giving me many problems and my battery has been water-damaged (which is covered). At this time, I was tossed around to at least 5 Lockline employees and 4 Sprint PCS representatives.
They both were pointing their fingers at one another. Lockline was claiming that they could not replace my phone because I had added the service on October 4 and should have added it on November 19, Sprint was still claiming that my insurance should be honored. Finally, Lockline said that they would need to have a 48 hour verification through Sprint and to call back then. (At this point I have spent 3 hours on a cell phone through another wireless provider during peak hours).
I called back today, April 18. Lockline immediately informed me that my re-enrollment was invalid and they would not honor the request and to speak to Sprint PCS. Sprint PCS told me to speak to Lockline, etc., etc., etc. During the course of these conversations, at least two employees from each company asked me if I wanted to enroll with them today, and Sprint PCS actually did put another attempt to re-enroll in.
However, other representatives (only of Lockline) claim that Sprint PCS started a new term of condition saying that only phones that were 30 days or newer or were enrolled before October could actually be accepted into the program. Sprint never confirmed this, whatsoever.
I finally got to speak to someone from the Special Managers Unit at Lockline and while he put me on hold he called Sprint PCS and supposedly they said they had no record that I had even re-enrolled!!! He said that they would probably just refund me the last five months worth of premiums at which point I said I was not interested in that, I was interested in the insurance.
He finally said that if I could have a Sprint PCS employeed contact him with me on the line he was certain that between the two companies there could be some type of resolution worked out. I was overjoyed. He told me to ask for him or one of his peers and that he would notate my account.
I call up Sprint PCS and the representative I was speaking to (keep in mind this is the 20th person at least that I've spoken to from Sprint alone!!!) made me go through everything again and put me on hold on and off for 15 mins and said she was finally contacting Lockline. Well, when Lockline came on it was just me and one of their representatives (Sprint had hung up regardless of what I had asked). This representative transferred me over to one of the Special Management Unit supervisors, but not the guy who had spoken to me before.
Basically, this supervisor would not help out at all. At this point both of us were very irate and she refused to even transfer me to the other supervisor I had spoken to before claiming that they didnt have the capabilities to transfer calls or pick up on other telephone lines!!! (Yeah, right). So nothing got done!!!
Despite this being so long, I did leave out many other aggravating details and I do have the names of most of the representatives and some badge numbers as well.
If there is any type of legal action against Sprint PCS for their services (or Lockline) I would be very interested. The whole entire thing is a rip-off they have no problem taking your money until you actually need their services. This isn't the first problem I've had. I've been double-billed (by accident) but still forced to pay, etc.
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