Customer service issues (Letter)

[WarChild]

This area has the most hits that why I posted it here.

To whom ever cares enough to do this right,


I have had on problem after another with sprint since I renewed my contract, had I known it was going to be like this I would never have done it (Have been with Sprint or Nextel since 1997 and its only getting worse). The latest problem I am having is that I have been charged 2 times for 2 phone cases that I had to return. I was reimbursed for one but charged for 2 and even charged for shipping on defective items that I already had to return several time due to Sprint not being able to deliver a quality product (you sell it with your name on it so it’s yours). I am so tired of having to deal with Sprint and your company’s inability to deliver proper customer service. Tired is not an exaggeration because I’m not just ranting here I actually want something done right without me having to inspect your companies work (billing, getting the right equipment etc...), I don’t get paid for that. At this point I would like to speak with someone from corporate due to Sprints "customer service representatives" not being able to do their job and Sprints "Online Chat Help" just being a joke. Someone at your company has to know what they are doing and that’s the person I want to deal with. Please forward this to the person that will be able to take care of my issues. I don’t want to speak with someone that’s just going to transfer me to someone else. I might only be one customer but I believe that my needs need to be met just as much as anyone elses if anyone elses needs are being met at all. I hold my breath for your reply.

Semper Fi,

SSgt Wheeler
5811
USMC

let me know if I need to add anything

[toinejuan]

I don't work for Sprint or anything but, what is the issues your having?

[WarChild]

well for the past 5 months Sprint keeps charging me for crap I ether didn't buy or that I returned. so lets say I bought a phone case off sprint online right, I paid for it there and when I sent it back (getting nothing in return) they bill me again with shipping charges.

[Palooz]

Why don't you just buy it in the store?
I'm not trying to be rude. It just makes more sense.
The people in the store are on commission. They also have to answer to a person in management, and see you face to face. These are people who are employed in America, contributing to your local economy. It serves you just as well to support the people in your neighborhood as it does to get the right product in your hands the first time. No shipping costs. No hassle. Dealing with someone face to face ensures accountability.
Just sayin' is all.

[WarChild]

Originally Posted by Palooz

Why don't you just buy it in the store?
I'm not trying to be rude. It just makes more sense.
The people in the store are on commission. They also have to answer to a person in management, and see you face to face. These are people who are employed in America, contributing to your local economy. It serves you just as well to support the people in your neighborhood as it does to get the right product in your hands the first time. No shipping costs. No hassle. Dealing with someone face to face ensures accountability.
Just sayin' is all.

I have done this to solve the problem but they continue to charge me for Sh1t that Im not even buying.

[ipclark11]

my personal experience so calm yourselves people. ok bro i dont want this to become a pissing contest and im not trying to be a **** at all, but i can, with certainty, promise you i have been jammed up more by these people than you can imagine (financially/time) so i consider myself an expert (only in dealing with csr's or retentions). most recently i was charged for 2 touch pros when it was released through telesales and did, indeed, have to pay for both at full price (or be sent to collections/ have service disconnected). i have like you been with sprint/nextel for over a decade. that being said i know it feels good to vent but save it for a retentions agent that can help you. no one here will be able to help you but you as far as getting your money back is concerned. it has been said many times it is all in who you talk to at retentions but if you were charged for a case that was defective and returned call everyday (yes everyday) stay calm and explain your situation to retentions only. say you are ready to cancel even if you arenot to get there if you cannot find a direct/working line in here somewhere. i have someone i deal directly with now that took care of my latest issue in about 10 min. this is after 9 retentions agents telling me i did, indeed have two active touch pros. he apologized credited my account the full value of a touch pro and my account is getting a 10percent discount a month for a year. you might want to write down your main points so you dont ramble/flame. you will get your money back eventually but if you have been with them this long this should be nothing new. let them know you have been a loyal customer for a long time and throw a realistic amount that you have spent with them over the years (mine is easy since its written off so i just had to look at old tax files and it is quite jarring so im assuming yours will be too if you have kept up with latest devices/multiple lines/highest rate plans). that second point really he

[Palooz]

Are the charges showing up on your bill?

[WarChild]

Originally Posted by Palooz

Are the charges showing up on your bill?

yes 2-4 times a bill

[Palooz]

These charges can be credited back to your bill easily in the store. To figure out where the charges are coming from, we'd have to isolate any online/telesales transactions.

[Palooz]

Did you originally charge to credit card or to the bill?
The reps in the store can contact the billing department to see if any charges are pending.
This way, you have the accountability factor of face to face and the help desk they call is much more competent than the *2 folks.