I decided to upgrade my telephone plan from 1 phone to 2 so that I could communicate with my 10 year old daughter. Because I wanted to use "direct connect" service, I needed to purchase new phones that could accommodate for this. I purchased over the phone 2 Motorola phones.
One of the phones did not come with a phone clip which was supposed to be part of the package. The battery life was very short lived. I contacted customer service and asked that they send me the clip and an extended life battery. I got the battery and the wrong size clip the next day, each in a separate box with charges for shipping and handling of approx $20.00 each.
I could not use the battery because there was a special phone door needed to allow for the larger battery that did not come with the battery.in addition, a charger was sent with the battery but there was no cable. I contacted Sprint and spent 2 hours on the phone, total, attempting to get the battery door.initially I was told that I needed to speak with Motorola. I was transferred multiple times, put on hold countless times, disconnected 4 times, each times having to start my call all over. I was promised a free extended life battery for my trouble.
Again, I got 3 separate boxes, 1 for the battery which did not have a cable as requested, one for the clip and another for the battery door which was the wrong size. I went into a local Sprint store to try to get the equipment straightened out. I returned the phones due to the poor reception and purchased one Sprint phone and reactivated my old Sprint phone. I changed my plan and was told that I would be on a shared plan for $99.00/mo.
When I got my bill it was for a whopping $688.00. Again, I went back to the store where my bill was adjusted to $309.00. The shipping and handling costs were removed, in addition to the cost of the battery that I was promised for free. I gave the manager a check for $200.00. I was informed later that day that he could not cash it because I "didn't have a home phone number".
2 weeks later I received the same bill for $688.00 with a warning that my phone service would be shut off in 10 days. I contacted the manager at the store who informed me that he was at lunch and would call me back. He never returned my call despite me calling him back 2 or 3 times. My check has not been cashed. I have no idea where it is.
I tried on 3 occasions after that to contact a Sprint billing representative to discuss my bill. I waited for 45 minutes the first time and did not get anyone on the line. The second time I explained my situation and was disconnected. Upon attempts to find the person I was talking to, I was again disconnected from the second representative that I had reached when calling back. The representative took my phone number but never called me back despite knowing that I was upset from having been disconnected the first time.
My final attempt to resolve the issue occurred because my phone service was disrupted due to non-payment of my bill which was not paid due to disputation of charges. Upon speaking with an accounts manager, I was informed that I was being charged for 2 lines, $100.00 each because I had a Sprint phone and a Motorola phone which could not be bundled into the same plan. I informed her that I was not told about this when I bought the phones and that I had agreed to the shared family plan costing $99.00/month. I asked that she terminate my service.
I was told that I would be billed $200.00 for each line due to early termination of contract. I informed her that my contract was for 2 years and it was up. She told me that because I bought new equipment and changed my plan that I automatically re-entered a new contract. I told her that I was not informed of this and that I would take legal action due to their deceptive business practices.
Tonight, I am sitting here with no phone service. Thank god for internet. I have filed a complaint with the Attorney General's office and would like to enter into the class action lawsuit that I read is going on. Thanks Sprint for making my life hell. I recommend that anyone looking for cell phone services "sprint" away from Sprint to save yourself lots of trouble!
Brenda
cary, North Carolina
U.S.A.
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