BACKGROUND:
I lost my phone last week (10/28/08) and spoke with someone about suspending the phone nuber (916-317-9144). The gal did assist me with that, however, I wanted to make sure that the phone was indeed suspended since I was getting voicemail (wasn't sure if that was correct), so I called again. This time I reached another customer service rep that was AWESOME. Not only did she tell me that the phone was suspended, but she also asked if she could help me with getting a replacement phone. The other person didn't mention it at all. I did get a replacement phone ordered, which you'll notice from the attached correspondence that I've yet to receive.
Issue:
Today a girlfriend of mine told me she called my cell phone a few times and received voicemail. She kept trying to contact me on my cell and stated that at one point someone picked up the phone and hung up. This concerned me as I thought perhaps my phone that was lost was not actually put on suspension.
This initiated me contacting your customer service through the instant messaging system available at www.Sprint.com. This is when I had issues. The person from Sprint (Lloyd) didn't seem to understand how to respond to my questions. Attached are the correspondences we had. As you will see if you read it the individual wasn't answering me very clearly. There are many times when I just asked for a phone number where I could call, and was never given a number. I find it nice that he wanted to assist, but I didn't feel I was getting too far with him.
I asked a couple other questions as well, one was regarding a credit that I had asked for some time in August. It was for a charge that I didn't feel I should pay for. If you look through my billing history you will see that I wouldn't intentionally perform the type of service that I was being billed for. It's in my August bill. Perhaps something happened that kept the internet open without my knowledge. If something were to have taken that long to download, I would have cancelled it if I had known. I haven't seen an email response on the outcome.
In any case, I still haven't got a true response on the credit and am still a little unsure on when I'll get my new/replacement phone.
I feel that I deserve some type of retribution as this is not the first problem I've had dealing with customer service.
-Heidi Rodriguez
Long time Sprint customer
* on-line chat with customer service *
2:05: 26 PM System Connected to sprint-ap2. Cnxchat.com 2:05: 26 PM System Session ID: 3994061 2:05: 32 PM System Please hold and the next available agent will be with you shortly. 2:05: 32 PM System Lloyd has joined this session! 2:05: 32 PM System Connected with Lloyd 2:05: 37 PM Lloyd Thank you for contacting Sprint. My name is Lloyd. How may I assist you today? 2:05: 52 PM Heidi Rodriguez Hi, I lost my phone last week and called to get a replacement. I have two questions. 2:06: 54 PM Lloyd Hello, I will be happy to assist you with your questions. 2:07: 04 PM Heidi Rodriguez First, I called to have my phone put on hold (not sure what you do on your end - but so that no one that found the phone could use it). Anyway, my friend stated she called my cell phone yesterday and someone answered it. I just want to make sure that the line is indeed frozen until I get my new phone. 2:07: 22 PM Lloyd One moment, while I access your account.
... 2:08: 47 PM Heidi Rodriguez It could be that my friend dialed my # incorrectly. I just want to make sure. 2:09: 00 PM Lloyd Thank you. 2:09: 11 PM Heidi Rodriguez Also, my replacement phone is on back-order and I'd like to find out when it will be in. 2:11: 32 PM Lloyd One moment please, while I place your phone on temporary suspension. 2:11: 49 PM Heidi Rodriguez So, are you saying that it wasn't on temporary suspension? 2:12: 24 PM Heidi Rodriguez I called when I lost the phone last week and asked it be put on suspension. It was, but when ordering my new phone they stated they had to unlock the suspension, but insured me it would be suspended after the order of new phone went through. 2:12: 52 PM Lloyd I apologize. After further researching, your phone is currently on temporary suspension. 2:13: 33 PM Heidi Rodriguez Can you tell me when the suspension started. I want to make sure that I do not lose any minutes or have any charges that incurred. 2:15: 52 PM Lloyd Thank you for your patience, I will have that information shortly. 2:16: 41 PM Heidi Rodriguez OK, I see that the current text messages on the phone is 2601. Is that number of messages sent? If so, there is no way I sent that many messages. 2:17: 27 PM Lloyd Heidi, thank you for your patience. Your phone was released off of temporary suspension to order your new handset device to replace your missing phone. Your new handset device was ordered on 10/28/08 and was estimated to be delivered on 11/01/08.2:18: 25 PM Heidi Rodriguez Ok, well I haven't received my phone so I'd like a status. Also, when was the final temporary suspension of my phone made? Date/time. 2:20: 58 PM Lloyd Your phone was suspended on 10/28/08. The system does not list a time. 2:21: 36 PM Heidi Rodriguez Thank you. Does that suspend text messages too? Did you get my previous question about text messages. Also, how do I check status of getting my new phone? 2:22: 38 PM Lloyd I apologize. The suspension also includes text messaging. 2:22: 51 PM Heidi Rodriguez Thank you. 2:23: 23 PM Lloyd Customers can dial *2 to check on the status on their new orders or chat in to receive this information. 2:24: 44 PM Heidi Rodriguez dial *2, what do you mean by that? What number do I call. 2:24: 46 PM Heidi Rodriguez? 2:25: 48 PM Lloyd Customers can dial *2 on their handset device to reach retention department. 2:28: 28 PM Lloyd Are you still with me? 2:28: 46 PM Heidi Rodriguez Yes. 2:29: 20 PM Heidi Rodriguez How can I dial *2 on a handset device if I don't have one. 2:29: 22 PM Heidi Rodriguez? 2:29: 35 PM Heidi Rodriguez You're not making sense. 2:30: 53 PM Lloyd I apologize. To check on the status of your new phone please continue to chat in to receive this information. 2:31: 03 PM Heidi Rodriguez ok 2:31: 58 PM Lloyd May I assist you with any further questions or concerns on today? 2:32: 26 PM Heidi Rodriguez Yes, you aren't making sense. What do you mean by this, " To check on the status of your new phone please continue to chat in to receive this information." 2:32: 42 PM Heidi Rodriguez That makes it sound like you are going to help me with that. What are you trying to say? Do I need to call somewhere? 2:36: 01 PM Heidi Rodriguez Hello! 2:36: 10 PM Heidi Rodriguez Are you there? 2:37: 06 PM Lloyd Heidi, thank you for patience. Your new handset device was scheduled to be delivered on 11/1/08 by UPS. 2:37: 24 PM Heidi Rodriguez But, I'm telling you it wasn't. What is the tracking number then? 2:37: 29 PM Heidi Rodriguez Today is 11/4! 2:39: 56 PM Lloyd One moment please, while I research more information to better assist you. 2:43: 08 PM Heidi Rodriguez Why is this taking so long? Who can I call to get this information. I have a feeling it might be quicker. 2:43: 11 PM Heidi Rodriguez Are you new? 2:44: 57 PM Lloyd Thank you for your patience. I am contacting the Web Order Support Department to track your new phone for you. 2:48: 32 PM Lloyd Heidi, your new phone order is currently on back order. After further researching, your new phone will be delivered within 3-5 days. 2:49: 29 PM Heidi Rodriguez Thanks. 2:49: 41 PM Heidi Rodriguez Are the phones now in then? 2:49: 47 PM Lloyd You're welcome. 2:50: 32 PM Lloyd Your new phone is being sent to the Sprint warehouse to the manufacturer. 2:50: 53 PM Heidi Rodriguez Do you mean from the manufacturer to the Sprint Warehouse? 2:50: 57 PM Lloyd It will then be delivered within 3-5 days. 2:51: 03 PM Lloyd Yes, that is correct. 2:51: 27 PM Heidi Rodriguez So, then the actual delivery date will be 3-5 days plus the amount of time it takes for manufacturer to ship to Sprint? 2:51: 37 PM Heidi Rodriguez Has it really shipped from the manufacturer to Sprint yet? 2:52: 02 PM Lloyd It is being delivered at this time. You will receive your new phone within 3-5 days. 2:52: 50 PM Heidi Rodriguez So, the phones are now at Sprint warehouse? It sounded earlier in your IM that the manufacturer was still shipping them. 2:54: 32 PM Lloyd The phone is manufacturer is delivering your new phone on today. It will then be delivered to you within 3-5 days. 2:56: 44 PM Heidi Rodriguez So, you're saying that you, Sprint, will be getting the phones today from the manufacturer? 2:56: 46 PM Heidi Rodriguez Yes? 2:56: 57 PM Lloyd Yes, that is correct. 2:58: 12 PM Heidi Rodriguez One more question. I placed a claim in August about a $75 credit that I feel was due to me. I don't have the case number. Is there someone I can call to check on this? I still haven't heard anything. 3:00: 07 PM Lloyd I will create a new case for you regarding your $75 credit. 3:00: 18 PM Heidi Rodriguez No, I don't want a new case. 3:00: 23 PM Heidi Rodriguez I want status of case I already placed. 3:00: 32 PM Heidi Rodriguez Who can I call? 3:02: 23 PM Lloyd One moment please, while I provide this information. 3:08: 58 PM Lloyd Heidi, may I ask what date did you receive information regarding a new case with your $75 credit? 3:09: 24 PM Heidi Rodriguez I can't remember the exact date, it was ages ago. I would assume in August. 3:13: 08 PM Lloyd Heidi, to better assist you I will be happy to create a new dispute/case for you regarding your $75 credit. The credit was not granted based on the noted in your account on 8/2/08.3:13: 19 PM Heidi Rodriguez WHAT? 3:13: 36 PM Heidi Rodriguez What is the case number please so I can report this to someone? 3:15: 18 PM Lloyd C1580956 is the case number. 3:15: 31 PM Heidi Rodriguez Thank you. 3:15: 53 PM Lloyd You're welcome. 3:16: 13 PM Lloyd May I assist you with any further questions or concerns on today? 3:16: 20 PM Heidi Rodriguez No 3:16: 33 PM Lloyd Thank you for contacting Sprint. Our goal is to make your chat experience a great one. There will be a survey after this chat that you may fill out to advise us of how we are doing. Please disable all popup blockers before pressing the exit button to end the session. This will ensure that you will be afforded the opportunity to participate. Should you have any additional feedback or comments you would like to provide regarding your chat or chat agent, please send us an email at: sprint. [email protected]. If you would like a copy of this transcript please press either the print button at the bottom of this session or the copy button to copy/paste into the word processing program of your choice. 3:16: 38 PM Lloyd Have a good evening. 3:16: 58 PM System Lloyd has left this session! 3:16: 58 PM System The session has ended!
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