this is a copy of a letter sent to the Pennsylvania Insurance Commissioner
Dear Sir:
This is a complaint against Sprint PCS cell phone service and their affiliate, Lockline
Insurance.
I am the owner of an expensive Sprint wireless phone / pda for which I have paid replacement insurance in Pennsylvania for years.
The phone broke. I expected a replacement according to the terms of the insurance.instead, when I went to the local Sprint store as directed, they instructed me that my model of phone was no longer available, and they tried to provide me with an inferior model that did not have the same features as the phone I was replacing.
Upon further urging, I was told that an exact replacement of my current model was available if I would upgrade my calling plan. I agreed, and an exact replacement was
ordered. It seems that other stores and warehouses hoard the model of phone I have, and it took some prodding to have another store hoarding the phone in Maryland, mail
it to our local store. When it arrived, I refused to pay more for a new calling plan, and the phone disappeared
and nobody in the local store could find it.
Furthermore, I have wasted hours of my time for a transaction that should have taken only a few hours of time, at most. When calling, I've waited in a calling cue and had Lockline transfer me to Sprint and Sprint transfer me to Lockline, neither explaining exactly why. I've had to wait hours in the crowded and noisy local store. Had I know that the insurance would not be honored, I would have sought outside insurance from a reputable Pennsylvania company. I might have used the insurance available on my credit card. I certainly did not expect the tactics and extortions that were applied. Nor do I seem to be the only one having this problem. I have discovered countless similar complaints on internet user forums; people waiting in the local Sprint store recounted similar trouble.
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