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  #31 (permalink)  
Old 11-23-2008, 01:15 AM
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Re: I am extremely dissapointed with Sprint customer service! (long thread)

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Originally Posted by RamonTomzer View Post
first off i work at sprint... my log in is my real name and i work for a store in MA... so let me just begin by saying im not flaming you or anything but these are the facts... you went to a 3rd party dealer and bought a product from them for whatever the reason be it price, convenience of location etc, whatever but you did not give sprint your business on the phone... sure you pay a monthly bill to them and i agree that it should have been exchanged a while ago but we are a CELL SERVICE PROVIDER NOT A MANUFACTURER. If i buy a nissan from a non nissan dealer i guess i cant really get mad at nissan if something fails, sure it is there product but i should have went and gave them my business and got the warranty from THEM not a third party warranty. Also it is the responsibility of the store you purchased it from to replace defects if so stated within there return policy... ill be honest im not sure of BB's policy, however i beleive they will cover it... as for the out of stock issue, it is a popular phone and they have been out of stock in my area as well so i know the pain you are going through because we see customers in the same situation as i work in a service and repair center. what we have been doing is if the purchaser had bought it from a corporate sprint store we have been promising to honor the 30 day exchange past the 30 days, which is what i would say BB should offer you, but again i dont make those decisions. also the fact that the local sprint store is 30 mins away? its 30 mins man... you just bought a $600 device and you cant go 30 mins to get something fixed? its 30 mins man, sprint cant build stores every 15 miles, not even wal mart can do that!(altho there are alot of them) im not sure why no one was answering the phone at your local sprint store but i know my store gets extremely busy and sometimes we can not get the phones as quickly as wed like to, and trust me reps in stores make money on sales so beleive me when i say everytime they answer the phone it is an opportunity to make money and i know everyone wants to make money. as for the whole palm treo thing im not really too sure what was up without getting into details but if you had bought your treo at BB again same thing, 3rd party retailer not sprint. bottom line if you want to make it easier on yourself just go to the sprint store and see if the manager there will take care of you. also like mr8820 said being polite sure goes along way... dont come at the reps/managers at the store like they did this to you, they didnt sell you the phone someone at BB did. and from experience when a customer comes at me like that depending on the situation i will either BEND the rules in there favor or not. politeness will more than likely get you a new phone if they have one in and are willing to exchange it for you, however keep in mind that if the manager goes by the book you will be in need of heading back to BB for the exchange in which case ask for the manager of BB mobile and see if he will honor it past 30 days if need be. in the mean time i would do and ESN swap to a working phone... not the best situation to be in but you can then make phone calls, which is the point of a cell phone. i would then see if BB or Sprint store manager would credit you for the time you werent able to make calls... do not expect a full credit as it is not sprints responsibility to come to you, as this could have been probably taken care of if you had just made the trip out there to begin with. again not a flame just my point of view... take it for what its worth nothing more nothing less...


also the views statements above does not reflect any view points of sprint and or any of there affiliates, this statement clears them of any possible liabilities and or ramifications, again strictly my views as human being...

just get up and go to the store, as far away as 30 mins might be for you most people drive that to get to there local Mall, movie theater, favorite restaraunt etc etc.


SORRY FOR THE TEXT WALL!!
unit number?
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  #32 (permalink)  
Old 11-23-2008, 01:20 AM
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Re: I am extremely dissapointed with Sprint customer service! (long thread)

do you realize what you just said? that disclaimer means nothing on internet websites if it was not notified by the corperation that the represinative is speaking on behalf of, all you just did was say you WERE speaking for sprint.
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  #33 (permalink)  
Old 11-23-2008, 01:28 AM
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Re: I am extremely dissapointed with Sprint customer service! (long thread)

again like a said i am not speaking for sprint, the OP asked for suggestions of what he should do, and i gave it to him. nothing i said ever once mentioned that this was a view of sprint and or any of there affiliates, nor did i mention any internal information of which is classified. i said STRICTLY MY VIEWS AS A HUMAN BEING not as a rep of sprint, i just happened to mention that, also last i checked i could have a view point and express it? cant i? also if you would like to talk more about this thats fine, but PM me, as im sure OP doesnt want his thread jacked! but i do see why you would be concerned, but its covered, thx.
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  #34 (permalink)  
Old 11-23-2008, 01:50 AM
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Re: I am extremely dissapointed with Sprint customer service! (long thread)

Wow this thread is going in a direction I did not intend. I did not mean for this to become a debate about if Sprint customer service is good or bad I was simply sharing my experience and asking for suggestions. Yes BB (and HTC) are mostly to blame for my situation but Sprint did mislead and flat out lie to me on more than one occasion (I have only been with sprint for a few months).

Now that that is out of the way after reading the suggestions people have given me should I use the Self Service Phone Replacement through Sprint (I think I would have to wait a few days to do that so I have had the phone more than 30 days) or should I use the Best Buy insurance and use a loaner until they get some Pros in stock. Whatever I do I have to do it tomorrow or wait til next weekend (BB is a hour drive one way for me) because I work 12+ hours a day and don't have time during the week. For the BB loaner would it be a smartphone or just any piece of crap they have laying around? I could also go the route of calling *2 and threatening to cancel my contract as some have suggested. Please give me your opinions on the pros and cons of all those options.
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  #35 (permalink)  
Old 11-23-2008, 02:00 AM
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Re: I am extremely dissapointed with Sprint customer service! (long thread)

email billyboyblue like he said, or if not pm me your your email and i will help you get a new one if you have the equipment service and repair plan from sprint, however since i live in MA i will need you to ship your phone to me and i will have to ship you your replacement, upon receiving it. which i would guess would be kind of inconvenient for you but i offer what i can do for you. again what i can do for you is subject to our warehouse having it in stock but im more than willing to help!

FYI you would be shipping it to my sprint store not me directly lol in case your thinking this is some sort of scam or whatever lol
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  #36 (permalink)  
Old 11-23-2008, 02:11 AM
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Re: I am extremely dissapointed with Sprint customer service! (long thread)

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Originally Posted by RamonTomzer View Post
email billyboyblue like he said, or if not pm me your your email and i will help you get a new one if you have the equipment service and repair plan from sprint, however since i live in MA i will need you to ship your phone to me and i will have to ship you your replacement, upon receiving it. which i would guess would be kind of inconvenient for you but i offer what i can do for you. again what i can do for you is subject to our warehouse having it in stock but im more than willing to help!

FYI you would be shipping it to my sprint store not me directly lol in case your thinking this is some sort of scam or whatever lol
Thanks for offering to help but I can't be without my phone because I don't have a landline. If I could some how use my US Cellular KRZR while I was doing the exchange that might work but I doubt it is possible.
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  #37 (permalink)  
Old 11-23-2008, 02:16 AM
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Re: I am extremely dissapointed with Sprint customer service! (long thread)

yea unfortunately there is not way to load that esn into our data base for our cell towers to recognize that phone. honestly i would again try to call the BB mobile or sprint stores and speak with the manager and see what they can do... i know you said you called and no one answered but im sure it was because they were extremely busy... they cant be busy all the time, and if they are i might want to transfer lol... rest assured your situation should warrant the manager of either store to be lenient and honor the 30 day exchange even if its past your 30 day period. again it will be up to them in the end decision. however i know my local area doesnt do this, and im not sure if any area still does this, but we did have a program for loaner phones if deemed necessary by the store manager... hope that helps...
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  #38 (permalink)  
Old 11-23-2008, 06:23 AM
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Re: I am extremely dissapointed with Sprint customer service! (long thread)

best buy has improved their mobile service centers.. just speak to the manager directly, tell him the situation and see if he will authorize an exchange after 30 days since its not your fault they are not in stock.. tell the manager about your 30 min trips and that you have already made them.. speak to the manager on the phone... get their name etc.. so they know you keeping a track of this
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