Sprint Retentions Dept.?

[tx_dbs_tx]

Originally Posted by ace741

Thanks for your help. Unfortunately Jerry's team member said that she would not allow me to change my upgrade eligibility. They seemed to have gotten very strict about this. Hard to believe they can't just give me a break about a 2 month difference. They use to go out of their way to renew your contract but they are not offering me anything at all to renew.

Same results here when i talked to cust service and my full upgrade eligability is July 1st. I was told ONLY telesales could give early upgrade eligability. And I was also told that when telesales gives you an early upgrade you have to purchase your new phone(s) online or over the phone. Not in the store. Don't ask me why this is what i was told.

I wonder what ol' Dan Hesse would have to say about a measily one month early upgrade???!!! Like eenieMINI said, it's not like i'm not going to upgrade and renew my contract anyway. Ignorance ticks me off! I'm calling Sprint again today and i will get results one way or the other!!!

[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?

[chaoticallysweet]

I just called 877-775-488, I stated that I wanted to get the Evo but renewal is December could they change to June, she advised best can do is push it 14 days to November; however if I changed my plan, which I had to anyways b/c of plan, than I could get it in September.

So, there is some flex. I will keep calling hopefully someone will be able to push full upgrade to July.......at least.. forgot to mention, my account is setup as a business account, that may have helped??????

[ace741]

So it looks like Sprint is adding this $10 fee to the EVO and now not giving any customers a break with upgrade eligibility or any kind of service credit. They must of changed their policies few weeks ago. I was also lied to about what I could do with my account (add a line, swap numbers, and cancel my old line). Now that I tried to do that they said they can't do it. I told them I was lied to and they pretty much said oh well, do you want to just cancel the other line? They didn't offer me ANYTHING for the trouble. Looks like their customer service, which already has a bad rep, is getting worse.

[eenieMINI]

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!

[chaoticallysweet]

****update**** As stated earlier, I got my contract end date pushed to sometime in Nov by Sprint.... Well, I called BB today and asked if I was eligible for an upgrade, the rep said let me check the sprint server and then came back and stated "yes".

Strange, I know my upgrade is in Nov, but if BB states it a go, than its a go. 15 mins. and $199.00 later I have a EVO!!!!!!!
I called Sprint right after to see why I was able to get the phone from BB and not them , the rep put me on hold to speak with supervisor b/c upgrade is Nov. He comes back on the line and states that my account should not have been validated for an upgrade, but since it was than there is nothing they can do about it since I was sold the phone already.

I suggest calling BB or using website, their system is allowing upgrades within the contract term, don't no how long the sneak in, but for now try it.