My ordeal with sprint and trying to get a replacement phone

[sanjsrik]

I love how sprint treats its customers. I decided to give in and get a refurbished TouchPro.

This is the status of events so far:

Thursday, October 29, 2009: I call and get connected with tech support, woman there "I'll send it to your work address".

Turns out "in the last month" Sprint changed its policy about mailing to secondary addresses, it's NOT ALLOWED???? Yet, NO ONE AT SPRINT INFORMS ME???

Tuesday, November 4, 2009: I call back wondering where the email is about my phone and the shipment informaton. I'm informed, "Oh, this was sent that you'd pick it up in a store and nothing else was done."

THIS tech says, i can only ship to your home address. When I inform the tech that the phone WILL be left outside my door and I'm not there to get it, he says, "oh, no, UPS's contract with us says they can't leave it." WANT TO BET?? They do leave stuff outside the door all the time. When I called them about the PREVIOUS refubished phone which is NOW being replaced again, they said, "So, the driver can do what he likes on his discretion.' So, YES, UPS DOES LEAVE STUFF OUTSIDE THE DOOR.

So, not being given a choice, OR A DIFFERENT PHONE MODEL even though I say the Samsung Moment, is that on the replacement list? I'm told yes, but I HAVE TO FIRST GO THROUGH THE THREE?? refurbished phones before they'll even offer me another type of phone.

I say fine, ship to my home address, when it's stolen, SPRINT can deal with replacing it again.

I get off the phone with the tech, and IMMEDIATELY a Replacement Phone Order Information email arrives, you know what it says?

"Dear Valued Sprint Customer:

We would like to thank you for your recent Phone Replacement Order, and apologize for the problems you are experiencing with your phone. Below is a summary of your transaction and key questions/reminders regarding your Phone Replacement Order.

We regret to inform you that your order is in a back order status. Once your order is complete and ready to ship, we will notify you with tracking information."

THESE ARE MY OPTIONS, SHIP TO AN ADDRESS WHERE THE PHONE WILL BE STOLEN WITH A PHONE THAT DOESN'T WORK AND IT'S ON BACKORDER???

First tech never ONCE told me they couldn't ship to my work, just did whatever they wanted and never informed me.
Second tech doesn't inform me the phone's on BACKORDER

WHAT IS WRONG WITH SPRINT?? Retentions gets on on my FOURTH phone call and says, "I can partner with my tech support and see what we can do." Yeah, she transfers me after a 20 minute wait and tech support has NO CLUE why i"m there. When I AGAIN go through all the explanations, I am hung up on.

Oh, and my favorite line from EVERY ONE OF THESE PEOPLE. "I WILL RESOLVE YOUR ISSUES" EACH one of these reps said the same thing adamantly. NONE HAS DONE A THING TO RESOLVE ANYTHING. THEY JUST PASS THE BUCK OVER AND OVER AGAIN.

EACH REP SAYS, "Well, i can't speak for what the other person did, but I CAN AND WILL HELP YOU." AND THEN FAILS MISERABLY.

My contract ends on 12/28/2009, it would be worth it to go to another provider to not have to deal with such incompetence.

JUST GOT HUNG UP ON AGAIN!!!!

[AZTECHKA]

Call them and hang up on them! lol. I ALWAYS go into the corporate store where they do repairs... I NEVER call and speak to anyone on the phone (anymore). It's a complete waste of time. You remember when their customer support team was overseas somewhere? All they did was repeat what you said, however they didn't comprehend the actual issue at hand. That sounds like MY sprint too.
lol.

p.

[mrfett79]

I agree Sprint customer service is the worst. I had to go for 3 weeks trying to get my TP replaced. I eventually went to a corp store the next city over because the corp store down the street from me was worthless. I was able to get the cs rep at the corp store to order me the TP new in the box. I told them over and over again that I would not accept a referb phone because they are worse than the defective phone I was returning. What really got me mad is that I went to price Verizon & AT&T because I wanted to leave Sprint because they have such horrible CS and found that to get a comp. plan it would cost me $40.00 a month more. This is why I have stuck with Sprint because they are cheap. No I know why. They certainly are not spending money on CS.