[e.lamberson]

I called retentions and found out the new CEO changed the ability to BTA with an ASL. He said they used to be able to do it but the new CEO came in and changed a BUNCH of stuff! like extra minutes, free phones, etc... so don't be surprised if you call for something and don't get the services you used to. His name is Marvin and he was very helpful. Was unable to BTA but still helpful. He said when I can get to a point where I can pay with my credit card, he will knock off another $100, refund activation and shipping fees. So I'll be calling back in a few weeks. I just wanted my phone NOW! haha

PS My ASL used to be 200 but suddendly jumped to 500 for no apparent reason. He did tell me that once I pay on time for a year the SL will be removed and I can BTA then. That won't ever happen! I'm so bad about paying my bill on time! lol

Most of the info he has given is correct but not all. A lot of the changes took effect before Dan Hesse took over. I feel he has done so much more good for the Company than hurting it. Customer Care has significantly changed their attitudes. Typically if you get someone who is not helpfully or rude and does not seem to do their job correctly you have reached a part of care which is contracted out. Every day I see people in the SLC area come into the Sprint Store who works for a company that is contracted out to do Sprint's customer care. They say "I work for Sprint" but unfortunately they seem to be the most illiterate, having no ability to be open minded or think outside of the box, type of people. Now this is just a generalization on my behalf but most fall into my generalization unfortunately. They aren't even allowed to have an employee account, they come into the store and we activate them under a normal consumer line. Now if only Sprint could get everyone on the same page as far as knowledge base and not contract out to so many people who do not care about their jobs or the consumers then the upward curve would become significantly steeper.