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Urgent Sprint issue from a store rep...

by Android Ace    May 6, 2011, 7:28 PM

I work at a 3rd party Sprint store (United Cellular).

An couple entered my store today and expressed their desire to terminate one of the lines on their account which was still in contract (ETF $180) and immediately add a new line with a Data 450 plan and an HTC Evo. I was happy to add a new line for them and thoroughly went over all the ramifications of terminating a line. They understood and asked me to set it up.

Since I'm not able to cancel a line in store (not sure if even a corporate location can do that) I called account services and told the rep what the customers wanted. He asked to speak to the customers. He apparently told them that it would actually be cheaper to buy the phone at retail cost (485.00) and that if they did that, he would give them a bill credit of $85.

I got the rep back on the phone and told him that the customers insisted on adding the phone as a new line to receive preferred pricing (199.99 + tax). He demanded to speak with them again.

This time around, he told the customers that I was attempting to swindle them by terminating an existing line and then adding a new one. He called this "phantom churn". I was getting severely pissed off at this point because he was stealing a sale from me, and he was going against the customers' wishes.

The icing on the cake? He gave me an IRT!!!! Not sure what this will do to me working at a 3rd party store, but it certainly pissed me off. I lost a sale and got written up by some overzealous idiot who ultimately cost the customer more money.

What a day.

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