Below is an e-mail I sent to the 2 persons named above,
The response I received was a call from a man, not one of the above, who basically told me, too bad, nothing Sprint can do to help with lies and deceit perpetrated by their employees. If we want the 6th line we have to open a whole new account which would cost a great deal more every month.
Dear Mr. Lauer,
I'm writing you because I have no other way to vent my husband's and my total disappointment in your company.
We have been customers for a year. The fact that the service we have received from your network is less than optimal, is just the tip of the iceberg. We have been lied to by a number of your "Customer Service" people and then just hung out to dry, so to speak.
Most recently, my husband called customer service to complain about his phone not working properly. Once the problem was resolved, the rep. Told him, " by the way, did you know that you are eligible for a 6th line on your account?" The rep. Told him it would be $10.00 a month for the additional line, the phone would be free, the activation fee would be waived and that we could add the 100 text messages a month for just an extra $2.50. My husband told the rep. He would have to talk it over with me and she arranged to call him back for our decision that same night after 6 P.M. We decided to get the additional line for our daughter. Your rep. Never did call us back, so the next day, he called your "customer service" people back. He was given the same story by another rep. So he asked them to go ahead and set the 6th line up. When he was transferred to the third person, she told him it was all a mistake and we couldn't have the 6th line unless we added a whole new account at a much greater cost.
What makes this whole scenario more outrageous, is the fact that we did not ask for a 6th line! It was offered by your reps., during a call we made to "customer service", on an entirely different matter.
To make a long story short, my husband finally got to a supervisor, who told us after about 2 hours, that she had been able to set up the 6th line and that the phone would be here in about 5 business days. On the 6th business day, my husband called to see where the phone was and he was told it was never ordered and that we couldn't have it unless we opened a whole new account.
Now, this may seem like a trivial thing to you, but it isn't to us. What your reps. Seem to do as a matter of course, is a little game called, " bait and switch", which is quite illegal.
The last time they played this game with us, my husband managed to get in touch with Tim Kelly's secretary and she made it right. I'm sure there are records of all of these conversations.
I want you to know that we are honorable people, we pay our bills on time, and that we will live up to our contract with you for the next year. The minute that contract is up, we will find another company to do business with. We are also consulting with our attorney, based on the plethora of notes we have regarding the lies and deceit practiced by your "customer service" reps. We are not threatening Sprint, we just want to make sure this does not continue to happen to other customers of yours.
I just read in the paper that Sprints' profits were way down. Small wonder when the company condones business practices like I outlined above.
Although we will stay with your company and honor the contract, we will most certainly warn off any potential customers. Our experience with Sprint, and it's so called "customer service", has left us with a very bad taste. We were with Nextel before we went to Sprint, we preferred them. But we won't be going back there either since you now own them too.
Don't be surprised if your profits continue to fall. Even if your phone service is good, when customers are lied to again and again, they have a tendency to pass that information on to all they meet.
Thanks for letting us vent.
Sincerely, End of E-mail
P.S.
This is not the first time Sprint "Customer Service Reps. Have used the Bait and Switch method of business with us. It seems to be common practice with Sprint and the hell of it is, we are stuck doing business with this rip off company until March because of a required 2 year contract.
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