[canospinach]

Originally Posted by klurf8881

Oh of course i understand burden of proof, but i was referring to a non-legal way. The whole the customer is always right kind of mentality. More the fact that we as customers shouldn't have to prove fault/damages beyond reasonable doubt- we're not in court here- a claim of something not working properly should be taken at face value. I see it as more that the paying customer who support the business being Sprint should be treated as so and not held to such scrutiny.

Well i agree its a more complicated device, but the fact still remains basic features should work with a large period after that. I understand small little glitches, but an almost total lack of functionality for a pretty big group of users is unacceptable.

I was referring to the refund check more in the sense that i understand it takes 15+ days but i shouldn't have to fight 5 different reps, since they all give a different answer, to get that authorization to money that's clearly mine. Actually i think it took 6 tries to get someone competent. The first one said ok, then i got another email from a different rep saying i needed to scan my new phone's receipt and my RMA/tracking return info. Ok, no problem and email it off. Of course its not the same rep who asked for it, so the new person has no clue whats going on and says call so and so 800 number. WELL no thanks i'm not wasting my minutes i pay for to correct their incompetence. so email again get another rep, oh i cant read your jpeg attachment (D'OH if you ask for it know how to use it!). FINALLY, get an educated rep who can read account notes and said ok it'll be 15 days- cool, as long as it actually shows up.

which leads into the last point that you're right it is easy IF you get the right person. We can't all be that lucky though. Some reps are great, they know exactly what to do and how to do it. Some reps are VERY poor and I know more than them about what's going on. They will transfer you around to different departments when it was something they could have easily done. 99% of the time I've gotten a poor rep i've been passed to another department ( or 2,3,4) only to be asked why the first rep didn't just take care of it.

I will totally agree if you get the right educated rep swapping a defective phone is easy. BUT there are a good number who are poorly trained or just don't care to help you as the customer.

So i can understand why some people have that "stuck" feeling like no one will help them. I had that feeling until I got a properly trained and educated rep who actually wanted to listen and help

I completely appreciate and understand your perspective.

You as everyone else has absolutely every right to feel upset and want change.

Thanks again for being honest and civil.