On December 26 I went to the Sprint store at 206 Morrell Road Knoxville, TN and met with a sales associate Edgar Jurado. And purchased a HTC Touch Pro, a blue tooth head set, and a case. I was charged on my Discover card $416.12. At the time of purchased I told Edgard that I wanted the phone so I could use it for my home phone, and internet connection and have all the other features of the phone navigational, ect.
By doing this I could justify the additional expense for the wireless and in addition I would add flexibility and reduce the cost of communication. On the order He wrote up at the time shows phone as modem, 700 family minutes, insurance on the phone. I receive an 18% discount and he totaled it to be 132.80 per month with my 18% discount figured and told me that I had 30days to try it. He also told me that I could return it within 30days and they would put me back just as I was cost wise which was $61.00 plus or minus.
When I got the phone I attempted to use all of the features and the first problem I came to was Sprint TV which would not work. They advertise a simply everything for 129.99 remember? I went back in and I was told the plan I had did not include Sprint TV and I asked him what it cost and I think I was given $9.00 per month. I told him to add it on and I took the phone back home and attempted to use the other features and I could not get several of them to work. I went back to the store and they told me something was wrong with the phone. The either restored defaults on the phone or reloaded it. I thought it was finally worked out and tried to use my bluetooth and it did not work (I do not remember whether they told me this was not included in the plan or if it was done when I had it reloaded).
When I got to my modem it would not work so I called technical support and talked to three different ones each sending me on up the line. Finally advance technical support told me my plan did not have the modem feature included and on January 21 I boxed up the phone and took it back.
Now this is after I had made at least 5 trips to their store and waiting at least 30 minutes on each trip and calling technical support over 4 times and waiting an average of 20 to 30 minutes a conversation. They issued me a credit of 415.12 and I told the Sprint representative that I wanted everything thing just like it was before I walked into their store.
On thing I forgot to tell, while I was trying to get my features to work I received a phone call from Sprint and asked me if I wanted to renew my plan for two years and that they would give me a discount of $100 plus $29 and I told them that I would thinking that I was still going to get everything worked out with the new phone. When I told them I wanted to go back exactly when I was before I bought the new phone I told them about the call and that I wanted that taken back also. Later I found out from customer that only a $50 credit had been issued.
On February 3 I received an e-mail notifying that I had an invoice of $300.00 that was due I called customer service and after telling my story they told me they had made a mistake and that they were issuing me an $88 credit, I asked for a supervisor and they told me that they could give me and additional 90 credit reducing the bill to approximately $130.00. I told them that was not the agreement I wanted to be back to the family shared plan of 700 minutes which was 56.00 per month plus or minus and I was told that plan was no longer available and my contract did not expire until 2011. I sure would like some help to resolve this.
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