I want Sprint to improve their Rebate process and to make an effort to please their customers when they screw up. I got a new phone in March 09 and submitted paperwork to receive a $100 rebate check. I checked the status of the processing online once they received the paperwork later in the month of March.
My wife also got a new phone at the same time I did, except she has service with Verizon. We both mailed the rebate paperwork to our respective carriers on the same day. She received her rebate check a month later. So I go online to check the status of my rebate with Sprint and it says that is was denied. The reason for denial was, "It was beyond the date of eligibility” This meant that they felt I purchased the phone over a year ago and was just now submitting Rebate paperwork. This was very inaccurate.
I contacted them by email to bring to their attention the dates on the receipts that I submitted along with the Rebate paperwork. They replied that this was an oversight and they would be quickly processing the Rebate and expediting a check. This was May 13th. Now, it's June 2 and I still have not received anything. I call them this morning and speak with a rep that tells me it was processed on May 13th. He says that I should allow another day or two. I'm pissed at this and ask to speak with a Supervisor. Erin, the supervisor that I'm transferred to, also tries to assure me that I still should receive it in a day or so. She then pauses, then says that she just realized that the ship to address does not match my mailing address. She apologizes over and over and asks to put me on hold to see what she can do to remedy the situation.
I hold for 7 minutes. She comes back only to tell me I have two options.
1. Wait another few days to see if the first check still comes because the error in my address is minor, so it still could be forwarded by the post office
2. She can put a stop pay on the first check and reissue a second check that could take an additional 15 days to receive
I reiterate to Erin, the Sprint Supervisor that I have spent way more time that I should have had to, trying to get this resolved. And now she wants me to wait and two weeks to maybe receive it this time. I ask her to try to overnight the check. She states that processing of checks is handled by a different vendor and their time frame is up to 15 days. I believe this is BS.
I ask, is there anything she can do for the time I've spent trying to resolve this. She says, No and there is nothing else that they can do. She gives me the same generic irate customer brush off spill. I tell her to correct the address and reissue the check.
I've been with Sprint for several years now and this is the first time I've been disappointed in their service. I am shopping for a new carrier now.
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