Sorry, long post but I need help.
My contract was up in May this year on my shared plan with my girlfriend. I’ve been with Sprint for 7 years.
We had:
800 Min F&F
Nights @ 7pm
Unlimited text on 1 line, 500 on other
25% Employee Discount
15% Loyalty Discount - went away in March with new billing system and they won’t put it back.
1 - Samsung A920
1 - Sanyo 7500
I called on 6/21 about reinstating my loyalty discount to no avail. I had somewhere to be shortly so I left it alone for the time being.
The next day, I broke my phone (7500). It was the victim of a run in with a wall. I figured it would be a good time to renew and try to get a couple good new phones out of the deal.
I called *2 on 6/23 at 8pm and spoke with a very helpful gentleman named Gerard. I told him I was looking at my options of upgrading both my phones and plan and may be willing to agree to 2 more years if the deal is right. I wanted to add internet to both lines and would like 2 new Treo 755p.
We went through a couple of plans and wound up back at my original plan (the F&F 800) and just add on unlimited data for $15/line was the cheapest. Additionally, Sprint would credit me $50/line for renewing.
I said I wasn’t sure but it depended on what he could do with the phones. So, he looked to see if I qualified for the $150/phone upgrade discount. I did on both lines. He said the 755p is $579.99 but has a $280 instant savings and $100 mail-in rebate with a new 2 year contract, PLUS he would apply the $150/phone additionally making the cost of the phones $49.99/each.
Now, I was thought this was too good, so I asked him again and went through this about 3 times with him to make sure the math was right, he could do this, etc… He assured me this would be fine and I asked him to note what we just talked about exactly in my account. He did, read it back to me and it was there. In the note he did the math and wrote "each phone should cost around $49.99 each after the above discounts."
I agreed right there. With the $50/line credit that makes the phones free. I thought that was decent.
So he renews my contract based on me agreeing to this deal. Then I am told I have to transfer to telesales to complete the sale of the phones. Once there the problems begin.
I am told that they can not sell me the phones at that price. I say that was the terms of me agreeing to a new contract. Disagreement ensues. I speak with 6 different people (got disconnected twice) over the next 3 hours, all telling me that they cannot do a discount that big. Finally I get sent to what turns out to be retentions where I get another guy named Charles. I explained, he looked in the note, sure enough, there is the deal. He says that it was definitely a mistake that that offer was made, but he is going to make them honor it. I’m thinking "Great! Finally someone who can help me!"
Charles says he is going to take a screenshot of the note and email his supervisor, Gerard and Gerard’s supervisor about the matter saying they need to honor it. I should get a call in the next 24-48 hours about the matter.
2 days later, nothing. I call *2 and get nowhere quick. I have somewhere to be so I picked it up the next day.
6/26 I call again and get Tina. She was helpful at first and said "If it is in the notes, we are supposed to honor it. It is over the limit I can authorize, so let me talk to my supervisor."
I sat on hold for quite a while. She come back saying her supervisor, James, said the offer was wrong from the start that instead of the $280 discount it should have been $150 only and he’s not going to honor it. Finally I get to talk to James directly and he is pissed from the start. Very combative and argumentative, interrupted me numerous times.
He says they don’t have to honor anything in the notes, ever. He said the phones cannot be sold at that price because there are minimum prices they can be sold at. I suggest giving me an account credit of $300 and I’ll buy the phones at the correct price. He says that there is no "good reason" to apply ANY credit to my account. I asked, "This is a legal contract, correct?" He respnded, "Yep." I said, "How is honoring a legal contract not a good reason?"
He said he wasn’t going to do it but could transfer me to someone who could cancel my contract. I told him I don’t want to cancel my contract, I want the offer honored. That is about as far as it went with him. I asked for his supervisor, said he didn’t have one, I said, "I thought your name was James, not Dan." He said that’s right. I said, "Then you have a supervisor." He was gone already.
I asked for contact information, phone number, email, a name, anything. He gave me none of it. And sent me back to Tina.
I asked to be transferred back to retentions to try and track down Charles. No luck. The woman I spoke to in retentions again told me I should only get $150 instead of $280 on the phones. I asked if she can contact Charles. She said she would email him to call me.
I have heard nothing. Where do I go from here. I thought about emailing eCare but can they do anything more? What about contacting Executive Services? Any of you Sprint employees/gurus, your help would be very appreciated in this matter.
All I know is I like Sprint till I have to deal with them, I just want the offer honored. This is BAD business.
Thanks for any help.
A. Bradley
