Between January 20 - 29 I purchased a Motorola Q in the amount of 467.98 (w ith taxes) to my credit card. The on Feb. 09 I contacted Sprint to inform them that the phone that they sent was defective. They were really nice about it, and they placed a temp. Credit on my account to order a new phone. When I recieved the new phone I would then have to send back the defective phone and the two amounts would balance themselves out, which would basically zero out.
Well, I called on the 13th of Feb. To get the tracking number and I was given it right away. I told the rep. Thank you and hung up. I went onto the UPS website to see when my phone was coming. Sprint decided to send my phone to Michigan. The order number for that pohone was VANJ388. The thing that Sprint doesn't realize is when you order a phone through them, there is a ESN number for that order that gets assigned to it. So I had to call back and explain that my phone just went to Michigan, and the rep. Apologized and placed another temp. Credit on the account and re - ordered the phone. I proc eeded to send back the defective phone as I was supposed to. I go to the Sprint store and purchace a different phone becuase even through all that hassle, I didn't want that phone anyway.
I call Sprint to get a return kit for the phone, and proceed to send back that phone. At that point, the temp. Credit for the phone that went to Michigan reversed itself and I had to explain the story of my phone going to Michigan to four different people before they did anything about it. Mind you this is about a month later. Then to top it off all they did was apply yet another temp. Credit. After almost three months, I file a BBB complaint and this time our phones were completely turned off. I had to contact the Sprint corporate office, and got a hold of a gentleman by the name of Billy Newton. He tells me that he has to contact the warehouse to insure that those phones were recieved and when he had the proof he would apply the proper credits to the account and the service would then be restored. I called him back before the end of his business day, figuring that would have given him plenty of time to correct everything. I was mistaken, all he told me was he was awaiting confirmation.
Well, two business days go by, and I am finally starting to get frustrated and I demand to speak to his supervisor. Mr. Newton then proceeds to tell me he does not have a supervisor and he is the one assigned to the case at hand. I explain to him that everyone has a supervisor, including the President of Sprint because he has an obligation to the stockholders. He then tells me that his supervispr is not available.
I call back the next day and I told Mr. Newton that I did not wish to speak to him, but would like his suoervisor. Meanwhile it's been one week of no service on our cell phones. I am able to speak to his supervisor, a Mr. Kojo Prince. I expalin to Mr. Prince everything up to date, and that I was frustrated with Mr. Newton and I felt he was not doing his job. I also e xpalined to Mr. Prince that I had the tracking numbers of all the equipment that had gone back to the warehouse and he told me he was unaware that I had the tracking numbers.
After 4 hours on the phone with Mr. Prince our account was straightened out. Then about a week later our account was hit with a 800.00 charge. I then again have to call the corp. Office of Sprint to find out what that was about. I get Mr. Newton and he tells me that those were service charges from Jan 298 til now (May 12). I told him to give me a week to get the 800.00 and I did on the 18th of May.
Then our account was hit with another charge in the amount of the price of the Motorola Q again, and I was told that it was my bill. I stated that I no longer had the Motorola Q and was not responsible for that charge. I got frustrated yet again with this company, and told Mr. Prince to just cancel the lines of service. He does that without the account holders permission, which is my husband. Mr. Prince did not follow policy and ask to speak to my husband to authorize the cancellation of services. My husband calls up later to re-activate the lines of service and gets the unexplained 449.99 off the bill and we had service again.
Then three days later, our service was off again becaus there were early termination fees for two of the lines of service. We get that straightened out. Then on 6/06 we went to go make a very important phone call, and the corp. Office cancelled our service with no autorization from us at all. I called to speak to Mr. Newton yet again, and he couldn't even give me an explaination as to why they were off, just that the phones would remain off until the mangement team reviewed the account, and if the decision was reversed that they would get re - activated.
In the past three months our phones have been off for weeks at a time, yet I paid them 800. Oo for three months of service and they are still demanding money from us when our bill com es out it comes on the third of each month. Which menas they are demanding 193.02 for only three days of service. They canceled our lines on June 6 and the bill of 193.02 is for the entire month of June because they bill a month in advance. I am not paying 193.02 for service from June 03 til June 6.
I am also not paying early termination fees since it was not our decision to cancel the service it was theirs. The only solution that I can think of is to either re-activate our lines with our plan in tact, or they need to adjust our account to where we pay for the services we recieved for June 3 to June 6
I just filed two complaints to the attorney genrels office here in MD. And also the one in their home state Kansas.
Stephanie
Reisterstown, Maryland
U.S.A.
0 comments