I have had Sprint PCS since 2000 and on 2002 I purchased a phone. After having this phone for another two years it was misplaced.
Since I knew I was entitled to rebate since I had had the phone for over 18 months (as stated on their policy) I decided to wait a couple of months before renwing my contract in order to buy a new phone. I ended up activating a very old phone that I friend of mine had given me.
A couple of months later I decided to sign up for a new two year contract with the promise that I was going to get $150.00 back within 6 weeks so long as I didn't cancel the contract. However, I waited and waited and after two months I decided to call Sprint in Order to find out about the rebate and they said that I was not eligible for a rebate since I had activated the phone twice wihin the last three months.
After spending several HOURS over the phone on hold and speaking with several people at Sprint, (customer department and rebate department) they decided not to issue the mail in rebate refund even though I was assured prior to the agreement that I was going to receive the $150. The supervisor essentially said it's just the way it works and didn't care that Sprint employees had informed me I would receive the rebate when I received the phone.
Right now I'm having to deal with a new phone that I have purchased for full price ($200.00) I'm also locked to a contract that was renewed on that date.
After five years of being with Sprint I have discovered that they are really bad in handling customer agreements. Their customer service can be obnoxious. They changed their story as to why the rebate would not be granted once you disprove their first excuse. It's an endless circle in which they hope you eventually give and forget about the rebate.
After dealing with customer service all day I finally was told that if the phone was in exellent shape I could return it. The supervisor mentioned that they would put a note in my account for the refund information.
I arrived at the store to return the phone and was told by the store salesmen that they locked the account so that they no longer could make any changes to the account. The Sprint rep also mentioned that the supervisor just gave me a story to get me off the phone. Fortunately, the rep was helpful and told me to call customer service again and then show up tomorrw and he would attemp to get me out of the contract and phone.
What a nightmare. I've never seem customer service this bad. I am positive the rebate is a scam in which they choose a certain number of customers to avoid paying rebates.
This is nothing less then FRAUD.
FYI: Sprint PCS specifically states that a customer is eligible for a mail in rebate on the the purchase of a new phone after having the phone for at least 18 consecutive months.
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