Quote:
Originally Posted by drnick5
I just spent about 50 minuts on the phone with sprint. went through the channels and ended up at retentions.
my situation is when the touch pro's originally came out, we bought 3 of them for my business... now as many of you know, these phones were AWFUL (although, some people may think other wise) we have had no less then 6 of these replaced. a few were under warranty, but after the 1 year we have spent a 100 each time to get it replaced. as it stands right now we are back on our Moto Q's because the touch pro's were so bad (both mine and my business partners would only work on speakerphone, and the keyboards are pretty useles at this point)
So I called and very calmly let them know I have pre ordered 2 Evo's (the other business partner is leaving the company, so he will be off the plan in a few months) my line (the primary) was eligible for an upgrade since we are a premier member. the other line im trying to upgrade isn't eligible to augaust. I told them very calmly and directly I've spent a ton of money on these phones that have been awful, spent countless hours on the phone, driving to repair centers (closest one is 1.5 hours away) and basically wating time trying to get these phones fixed. with the Evo coming out, all I asked is to have the eligibility date moved. the girl I talked to was very sincere and told me they no longer have the power to do this. I told her I know of a few people who have successfully had this happen, she insisted that it may of been the case in teh past, they no longer have this ability. so I asked to speak to her supervisor and was promplty transfered.
once I got on the phone with this person.... it was like I was dealing with someone at my local DMV. talk about awful. she basically stonewalled me and told me "there is nothing we can do on the Evo, we can't send you one cause they arn't out yet, I'm not a phone repair person so I can't fix your current phone" I let her know I wasn't asking for her to send me an evo or asking for anything for free. I was simply asking sprint to throw a loyal customer with 3 lines and 4+ years of service for a small bone. I asked if she can't push back the eligibility then could she at least give me a $75 credit (which is basically the same thing... except I still wouldn't be eligible for the $100 mail in rebate) This was shot down. I then asked for Her supervisor.. but surprise there was no one else, (she offered to put in a call to a manager that will be returned in 24-48 hours, I told her to go ahead and do that)
so it looks like they are tightening up in the retentions department. I'd be curious if anyone else has similar stories.... in the past Sprint has been pretty good on the customer service side of things.. but this instance really soured me.
any suggestions on what else I could try?
|
Don't go through retentions, try a supervisor at telesales. Order the one and then ask for the second to be pushed. Explain how you have already said, and ask for an exception. They will put you on hold and review your account and then come back and say no, only 2wks early. Be polite but say, you don't understand how this can't be done for you, you would be grateful, you've been loyal and plan to continue with Sprint for a long time, business lines big account etc. Ask again for them to try to fix it for you, eventually you'll get it. I hope!