I purchased a phone from a sprint location on 10/11. Two weeks later I purchased a blue tooth and it did not work properly. Then I went back and the store told me that based on blue tooth profiles some work better then others so they gave me a better one and I paid the difference. The new one had issues too so I went back again. They then told me to try another. That one also was not fully functional so I called Sprint tech support, at this point I was two or three days away from the 30 day return period. The guy at tech (Robert) told me he had to look into it with the manufacturer to see if the phone needed a software update or if it was defective. They waited until 9pm on the 30th day to call and tell me to exchange it. I was now out of the return period. Robert told me I could still go to the store. It seemed odd to me that it could just be returned no questions asked after the return period so I called the store to see what must be done. Corporate makes it so after two tries and the store answering you cannot talk to the store. They were busy and could not get to the phone. Then I called cust svc and talked to a retention manager who told me tele sales can do an exchange and mail it to me, and if not call him and he will take care of it. Well, tele sales could see all the notes on the acct but could not see the $550 charge I put on the acct for the phone... Right. So they could not help me. The retention manager did not answer his line nor did he reply to my voice mail.
I sent an email to cust svc which states they will call in 24 hours. This is day four and no call. So then I called customer svc again and got another retention manager (David). When I was explaining the issue he continued to cut me off with out listening to the whole story. At this point I was annoyed that I always deal with so many dept's. I told him that my father's company uses Verizon and he makes 1 call to his rep and its done. David told me that he worked for them and this is incorrect (so I guess that means either me or my father are liers then?). David then said he would call me right back. An hour later he calls and says that the store manager said she cannot do anything and if I went to a service and repair center they would exchange for a new phone because it is a new model. He told me I had to go to 17th and Market, this is 30-45 minutes from my home. When I asked if I could go to a closer one he then told me the one in Ardmore PA works too (5 minutes away). After all this why would you have me drive so far away if it is unnecessary? Well, by now I have been given the run around so much that I called that repair center and they said David was wrong. I have to leave my phone there, get a loaner (I need email on my phone for work and the loaner doesn't have that), they have to triage it, send it out, and wait for a REFURBISHED phone. This is not acceptable.
So I called customer svc yet again and went through the process until I got a third level retention manager, thinking this woman (Eluiria # EL074006) would have the accountability to fix this issue. Nope. She proceeded to tell me it is my fault I didn't go in to a service center to trouble shoot the phone w / in 30 days. When I told her that I called tech before the 30 days she said that they can't fix phones or diagnose them over the phone. This is clearly a cop out. When I posed the question then "what do you have hardware tech for?" her response was (and I quote) "issues other than that". WHAT?!?!?! That is by far the dumbest statement I had gotten ever from Sprint. I then asked for the executive office phone number and told her I would be filling BBB, PUC, FCC and PA Attorney General Office of Consumer Protection complaints. She cut me off and said "you already said that, would you like me to call the store manager for you?" This woman clearly did not want to help and was too slow to come up with a good excuse. I asked to speak with her supervisor. She said the supervisor was not available and would call me back. Best part is she tried to pass the buck on the sprint store manager saying it was her fault. It was out of the return period when i talked to her thanks to the call centers leading me on. I have yet to hear anything from the supervisor.
Every time Sprint screws up it is the same story. Someone tells you they will fix it and they don't. When you call back you get "this is not my dept, I can't help, I will transfer you" and then you spend hours on the phone and the ONLY way you get any where is threatening to cancel your contract. You should not have to threaten them for them to do their job. Also, I understand that they have their companies depts structured a certain way for a reason but I write my checks and pay my credit card to 1 company and one company only... Sprint. Not sprint retail, not sprint cust svc, not sprint tele sales. I should not have to go through hours of talking to different dept's every time there is an issue.
This company has terrible customer service. Best part is when you speak up, they act like you are the one out of line because your complaining and you have several complaints... No no it can't be them... Riiighhhhttttt. The people who work in the Ardmore store will even said this is wrong and sounds like their cust svc, but since their hands are tied by corporate you are forced to deal with them. Oh and as far as the store I purchased the phone from and David's comment that the store manager said she can't do anything... I already spoke with her, she said she just needed supporting notes on the acct from cust svc, so David lied. One of the customer service people also told me at one point "we told you to return the phone with in your 30 day period". Yea, your right, except it was 3 hours before day 31 when your stores are closed. I highly recommend you think twice before doing business with this company. If you expect any kind of customer service, appropriate reactions to mistakes and not being mislead then go else where. The stores can have great service (like the one I normally go to in Springfield PA) but when corporate ties their hand your screwed.
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