Archived from groups: alt.cellular.sprintpcs (More info?)
I've been with Sprint for four years. During that time I have spoken with plenty of Sprint representatives and many have misrepresented important details of Sprint's plans. For example, the last contract I agreed to, the retention "specialist" told me that Vision would be included on all four of my Sprint phones. I had already learned to be wary of Sprint reps, so I was very very clear about the terms of this year long commitment. The rep assured me that he was correct on every detail. A couple of months later I noticed charges for Vision usage on one of my children's phones. I called Sprint and I was informed that only the primary phone had Vision and the other phones did not. I was told the retention rep had been mistaken about my plan. There had been a plan that offered Vision on all phones, but had been discontinued shortly before I agreed to a contract. It was most likely an honest mistake on the rep's part However, Sprint said there was nothing I could do about it, except write a letter to their corporate office in London Kentucky. I did type out a detailed letter and my letter was never answered, not even acknowledged. I didn't feel like taking chances with my credit fighting early termination fees, etc. so I let it slide.
It's now been over a year since my last contract expired and I have recently I've been thinking about getting new phones that are with or without Sprint service. I've spoken with three retention specialists over the last week and they have offered me a "retention plan". However, each rep has contradicted the other on major points of this plan. For example, the first rep assured me my extra phones would be continue to cost an extra $10/month, the second rep said he was incorrect and it was $20/line and the third rep said $10 but later changed her mind and said $20/line with the first line free. The first two reps said they would make notes on my account and any retention rep could read these notes and offer me the same plan. The last two reps said there were no notes on my account from the previous rep(s). The third rep assured me that she had placed notes on my account and I asked her to read them back to me. She read that the first service line will be free. I said you mean the SECOND line will be free. She said she meant the first additional line. But, that's not what she wrote, so I wonder what the next rep will think. My current plan cost $10/phone INCLUDING my first (primary) phone.
I don't know who to believe and it's a shame (or sham) that Sprint doesn't put their contracts in writing. I'd like to stay with Sprint and I just want to be able to agree to a plan that I actually get. I don't think that's too much to ask. I've considered recording my conversation with the rep(as proof), but I don't want a hassle later, even if I do have a taped recording of my conversation. Sprint's likely to just say the rep was mistaken and it's MY PROBLEM. A court would disagree, but I don't have time(or money) for that and I'm sure Sprint knows it.
I'm looking at possibly going with a two year commitment on FIVE phones. That's a big commitment and I don't want to get screwed again. I know I'll have two weeks to cancel, but I won't know if the rep misled me until I get my first bill which will be well after the two week cancellation period. Does anyone have any suggestions? Perhaps I need to ask for a supervisor, but will he/she know any more? The retention rep I spoke with tonight could not answer several basic questions and she often contradicted herself. I did not feel comfortable agreeing to a commitment with her. Based on my conversation this evening, I suspect the least knowledgeable reps must work nights and weekends. I think I'll try again on Monday morning.
BTW- In Sprint's defense, I do want to say that all of the Sprint reps I've spoken with are friendly and polite and they do try to help. I feel sure they are probably not intentionally misleading customers. The plans change frequently and it must be hard to keep up. I understand this, but I have to wonder if the higher-ups at Sprint use this to their advantage. The computer will override what the rep says, if the rep is wrong, so the customer doesn't ever benefit from the reps mistakes, but Sprint does.
Steve Smith
I've been with Sprint for four years. During that time I have spoken with plenty of Sprint representatives and many have misrepresented important details of Sprint's plans. For example, the last contract I agreed to, the retention "specialist" told me that Vision would be included on all four of my Sprint phones. I had already learned to be wary of Sprint reps, so I was very very clear about the terms of this year long commitment. The rep assured me that he was correct on every detail. A couple of months later I noticed charges for Vision usage on one of my children's phones. I called Sprint and I was informed that only the primary phone had Vision and the other phones did not. I was told the retention rep had been mistaken about my plan. There had been a plan that offered Vision on all phones, but had been discontinued shortly before I agreed to a contract. It was most likely an honest mistake on the rep's part However, Sprint said there was nothing I could do about it, except write a letter to their corporate office in London Kentucky. I did type out a detailed letter and my letter was never answered, not even acknowledged. I didn't feel like taking chances with my credit fighting early termination fees, etc. so I let it slide.
It's now been over a year since my last contract expired and I have recently I've been thinking about getting new phones that are with or without Sprint service. I've spoken with three retention specialists over the last week and they have offered me a "retention plan". However, each rep has contradicted the other on major points of this plan. For example, the first rep assured me my extra phones would be continue to cost an extra $10/month, the second rep said he was incorrect and it was $20/line and the third rep said $10 but later changed her mind and said $20/line with the first line free. The first two reps said they would make notes on my account and any retention rep could read these notes and offer me the same plan. The last two reps said there were no notes on my account from the previous rep(s). The third rep assured me that she had placed notes on my account and I asked her to read them back to me. She read that the first service line will be free. I said you mean the SECOND line will be free. She said she meant the first additional line. But, that's not what she wrote, so I wonder what the next rep will think. My current plan cost $10/phone INCLUDING my first (primary) phone.
I don't know who to believe and it's a shame (or sham) that Sprint doesn't put their contracts in writing. I'd like to stay with Sprint and I just want to be able to agree to a plan that I actually get. I don't think that's too much to ask. I've considered recording my conversation with the rep(as proof), but I don't want a hassle later, even if I do have a taped recording of my conversation. Sprint's likely to just say the rep was mistaken and it's MY PROBLEM. A court would disagree, but I don't have time(or money) for that and I'm sure Sprint knows it.
I'm looking at possibly going with a two year commitment on FIVE phones. That's a big commitment and I don't want to get screwed again. I know I'll have two weeks to cancel, but I won't know if the rep misled me until I get my first bill which will be well after the two week cancellation period. Does anyone have any suggestions? Perhaps I need to ask for a supervisor, but will he/she know any more? The retention rep I spoke with tonight could not answer several basic questions and she often contradicted herself. I did not feel comfortable agreeing to a commitment with her. Based on my conversation this evening, I suspect the least knowledgeable reps must work nights and weekends. I think I'll try again on Monday morning.
BTW- In Sprint's defense, I do want to say that all of the Sprint reps I've spoken with are friendly and polite and they do try to help. I feel sure they are probably not intentionally misleading customers. The plans change frequently and it must be hard to keep up. I understand this, but I have to wonder if the higher-ups at Sprint use this to their advantage. The computer will override what the rep says, if the rep is wrong, so the customer doesn't ever benefit from the reps mistakes, but Sprint does.
Steve Smith
/www1.sprintpcs.com/explore/PhonesAccessories/AllPhones.jsp
very much so.. Bob is a close closet Sprint Worker. He 
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