Outrageous customer service

[jparks29]

A few months ago I had emailed Ecare or whatever it's called relating issues with my mogul. They said I could exchange it for another one. Not happy with that I returned an email saying that the 'new' one would have the same issues, as they ALL have the same known issues, and I was promised a swap to the Touch Pro if I paid the difference...

I wasn't able to follow up on that because of a hectic schedule, and I foolishly cleaned out my email account (as I do every month), since they said it would be noted on my account.

Fast forward to about 3 weeks ago, I go in and tell them about it, they outright deny any notes on my account, but offer another mogul to be ordered (refurb), being that I didn't have the time, I agreed to a mogul warranty exchange, I was told it would be a few days.

I checked in @ the 1 week mark, then again at the two week mark, and still nothing.. FINALLY they called me saying it had came in.

I went in to pick it up, and IMMEDIATELY noticed that the sliding mechanism was extremely tight, so much so that I couldn't slide the phone closed with one motion, it would go halway, bind, then I had to continue pushing it in....

I refused to take delivery of it, although they had already swapped ESNs, I told them to take it back, and I'd take my old mogul back.

Here's where it gets interesting...

They said they were closing in a few minutes, and couldn't swap my phone back because they already shut down the computers, I pointed out that they gave me a damaged phone, to which they said it was normal. I picked up my old mogul and told them that it wasn't and showed them, to which he responded that I could get a warranty replacement, BUT HE WOULD CHARGE ME 50$ BECAUSE PHYSICAL DAMAGE WASN'T COVERED UNDER WARRANTY SWAP! I couldn't believe this, he handed me a damaged refurbished phone, then wanted ME to pay 50$ to get it replaced!

I absolutely refused, again telling him to give me my old phone back, and he refused again, saying he couldn't, and wouldn't, do it, and if I had problems, to call customer service, he then ushered me out of the store saying the store was closed!



I called customer service, customer service transferred me to account services(I'm out of contract, and have a corporate account), account services said that because I had a corporate account they couldn't help (even though I'm the owner of the company), then transferred me back to customer service. After explaining for the third time what had just happened, before I could stop her, she said 'oh, you need a new phone, hold on', then transferred me to telesales. After demanding to cancel my contract, telesales said they couldn't because account services had closed, and suggested I call back the next day, WTF!

So The next day rolls around, I call back, Luckily, I had a gentleman in account services who wanted to get everything taken care of, and agreed that I should be getting the Touch Pro for 50$, notated my account, and told me to go into any corporate store.

Being that I'm in the surveillance business, I carry around hidden surveillance equipment on my person at all times, so the below interaction was caught on video.

I IMMEDIATELY asked if they had any touch pros in stock, to which they replied they did, then pulled it out of a closet. When I told them the situation, they said they couldn't do it, THEN verified the note on the account, and STILL said they couldn't do it. I immediately called customer service (as instructed by the previous rep who told me if I had any issues to call back). CS called the store, and the STORE MANAGER refused to do anything about it. I immediately confronted the store manager and asked her why she wasn't following what corporate said (this WAS a corporate store). She responded that she didn't have to, she has her own policies, and cannot do it, and even if they COULD, that they didn't have any in stock anyway (!!).

Knowing that I was about to start yelling, I asked if she'd rather step outside so I don't disturb the other customers (They had nothing to do with this). She refused, so I started yelling at her right there, very upset about her blatant lie, to which she SWORE that it was the truth, when I told her that one of her reps had just put one on the counter about to sell to me, she said that it wasn't possible, and essentially called me a liar by saying that it didn't happen. When I pressed the issue, and told her that it DID happen, then pointed to the person that did it, she recanted her 'we don't have any' story, and said that she had them, but couldn't sell any of them. I told her how dissatisfied I was with the service in the store (kicking me out, charging me for a damaged phone,etc) and for her lying to me, and told her that she needs to better train her employees, and she flippantly remarked 'Thanks for telling me that'...

After leaving, I went and had ANOTHER 2 hour conversation with customer service, which, because of my corporate account, the phone couldn't be billed to it. IOTW, they'd bill it to my account then credit it off.. I was told the issue was going to be escalated, and that I'd get a call 3 days later.

FOUR DAYS LATER I call back, there was no escalation, nothing went anywhere, and I contacted Account services AGAIN to cancel my account, this time I was promised that they would ship one out, BUT they couldn't because the system was down. W T F. I was promised a return phone call the next morning.

You guessed it, no such phonecall...

I called back, Account Services REFUSED to ship out a phone, saying that 'if her supervisor OKed it, then you need to talk to her supervisor, not us'.. I immediately requested to talk to a supervisor, and she said it wouldn't do any good, I again DEMANDED to talk to her supervisor, exclaiming that if someone made a promise, it's gonna be kept. It's ALL sprint, not individuals or different call centers. The notes say DO IT, then you DO IT, not make excuses for it to not get done.

Finally , the supervisor gets on, orders the phone, charges my card the 50$ difference, and ships the Touch Pro 'overnight' (supposed to be here tomorrow).



Now, given that, can you guys think of ANY reason why I shouldn't cancel my service as soon as the phone gets in, then sell my new Touch Pro and 'new' mogul and transfer to a different carrier?





P.S. this is the second issue I've had with them, they refused to credit 35$ to my account because they had been charging me for unlimited text messaging which was supposed to be included in my plan, I didn't notice it for 7 months, and they said they'd only refund 15$.

[Geekcop]

That's a new and very undignified low, even for Sprint ( I'm assuming that's who you had the misfortune to deal with)

[toviaheli]

do a search in the off topic section for my post withjerry adriano,s direct number in it. be sure to tell him i sent you his way. _
-Tov

[BJatSprint]

Hello jparks29, my name is BJ DeHut and I am a representative for Sprint. First off let me tell you I was completely floored from reading about your interactions with the Sprint customer service staff. If all that you say is true, then I know this isn’t going to help much but I want to offer you my sincerest apologies (though I am assuming apologies from the parties mentioned would mean more). I see that the PPC Forum user toviaheli p***** along a contact at Sprint to help your problem, if this doesn’t prove to be fruitful or you don’t want to contact him, you can send me an email that I can in-turn pass along to billing to hopefully get this case settled properly for you. Again, I am terribly sorry about the way you were handled, hope I can help you resolve this.

[rwheeler]

cant always get what you want. if you cancel your service with a new upgrade they will charge you back the full price of the phone, and anyways youll probably have to return it to cancel your new contract. BECAUSE YOU DID SIGN ONE WHEN YOU GOT INTO A NEW PHONE. TRUST ME CALL AND CHECK YOU ARE NOW UNDER CONTRACT.

[rwheeler]

The Customers Problems Were Resolved What Are You Going To Help Him With?

[nvaia]

WOW! Reading your story made me furious! LOL. This didn't even happen to me and I want to freak out on someone! LOL If I were you man I would get what's mine and cancel your service immediately. How disrespectful of these Sprint employees.

[jparks29]

Originally Posted by rwheeler

The Customers Problems Were Resolved What Are You Going To Help Him With?

Actually, 'they' lied to me again, phone will be here thursday, NOT monday as promised. In addition, I shouldn't be paying 54$ (tax) because advanced handset exchange is supposed to swap me for the TP ANYWAY. In addition, they charged 64$ to my account, not the 54$ as agreed...

#%(&s getting deeper....

[liquidfire]

the extra $10 is for the 2 day shipping. you better get that back

[jparks29]

Still no email or return call...

I'm going to call again.

I think I'm gonna wait the 30 days until my Mogul can be swapped via online exchange and replaced with a touch pro, then I'll have two TPs.