When calling Sprint PCS to attempt to break the contract due to the fact my husband and I are unable to use our cell phones both in our offices and in our home (where we obviously spend most of the time), I was informed of the $150 break in contract fee for each line. A total of $300 for my husband and I to get out of a service we essentially cannot use 80% of the time.
I asked if they gave a break to military service members thinking maybe I could find a loophole and was told no we were liable for the contract we signed just as was any other person. I felt at this point that the representative was giving me attitude as he began listing all the benefits they offer to the military; deferred payments for those deployed, etc.
All of this is great and appreciated, I told him, by those who are able to take advantage, however, we are still unable to use our phones when we want to. He snidely commented that he could see we made calls today as well as yesterday and in fact had renewed our contract about 8 months ago so obviously we were using the service.
I pointed out that I use the service any darn chance I get: in my car, at the grocery store, etc., and that the only reason we had renewed was that my husbands phone had broken and in order to get a new phone for free, we had to renew. We feel completely stuck by this company that we have now been loyal to for 4 years.instead of apologies to unsatisfied long-time customers, we get attitude.
No effort was made to try and keep our business. We were told that we had signed a binding agreement and were obligated to keep it or else pay the penalty. This is extremely poor customer service. What about the fact that they are not keeping their end of the contract by not providing the service promised? Aren't they then the ones in breach? When did "the customer is always right" become "the major corporation is always right and screw the customer"?
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