I can't believe this!
Let me start by saying I have been with Sprint for over 10 years, have a 5 phone plan, everything-everything.
We just upgraded 3 of the phones to EVO's-downhill from there. Phone 1, was told it was eligible for full credit and was sent to a store to pick it up. Store said, 'sorry, no credit for phone'. So wife really wanting phone, paid full price. We were then rejected for the mail in rebate. I have been on the phone for over an hour with Sprint! Rebate division said there was an error and we DID qualify for rebate and full credit. Great! Now over to customer service for the credit issue. I ended up being escalated up the line. I am now being told they have no record my purchase! Yes, I have the phone, 4 months now, yes they see it was act...
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We just upgraded 3 of the phones to EVO's-downhill from there. Phone 1, was told it was eligible for full credit and was sent to a store to pick it up. Store said, 'sorry, no credit for phone'. So wife really wanting phone, paid full price. We were then rejected for the mail in rebate. I have been on the phone for over an hour with Sprint! Rebate division said there was an error and we DID qualify for rebate and full credit. Great! Now over to customer service for the credit issue. I ended up being escalated up the line. I am now being told they have no record my purchase! Yes, I have the phone, 4 months now, yes they see it was act...
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You're only eligible for the MIR if the phone was bought using full upgrade eligibility. Phones purchased at full price recieve no MIR.
The phone representatives are unable to credit for mistakes made in-store, especially if it was charged to your bank and not the Sprint account. Sprint and the store handle their finances seperately, so if Sprint gives you a credit, they let the store profit off of an error.
As for phones two and three, I can only ask why you did not wait until the first phone issue was completely resolved before giving them money for more phones?
The phone representatives are unable to credit for mistakes made in-store, especially if it was charged to your bank and not the Sprint account. Sprint and the store handle their finances seperately, so if Sprint gives you a credit, they let the store profit off of an error.
As for phones two and three, I can only ask why you did not wait until the first phone issue was completely resolved before giving them money for more phones?
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Ah, that is the issue, eligibility. Before going to pick up phone, I was told I was eligible. Store said they did not know why I was not getting the credit. Rebate folks said I was fully eligible and reinstated the rebate-check is in the mail- Why buy two more phones? I am/was one of those delighted consumers and have NEVER had an issue with customer service. but to be told they do not believe I bought the phone?
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So the people over the phone saw the upgrade, and the people in the store did not?
Obviously, the people in the store messed up. They need to fix their error. This has been stated though.
Now, I'd like to note that Sprint never said they do not believe you bought the phone; it's active on the account right? What they do not have is proof of the phone purchase in their system. Again, their finances (and therefor phone orders) are kept seperately from the store's, so Sprint cannot confirm what actually went wrong with the order to correct it. The story must fix this.
Obviously, the people in the store messed up. They need to fix their error. This has been stated though.
Now, I'd like to note that Sprint never said they do not believe you bought the phone; it's active on the account right? What they do not have is proof of the phone purchase in their system. Again, their finances (and therefor phone orders) are kept seperately from the store's, so Sprint cannot confirm what actually went wrong with the order to correct it. The story must fix this.
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Let me clarify for Ishmael.
If you bought the phone in a corporate owned store, the finances are the same. Same money,same bucket. You need to first find out if you bought the phone at a corporate store or not.
If it was a corporate store, go back in and speak with the manager. If the manager cannot fix your issue immediately, then ask to contact the district manager. Keep going up the chain as high as you need to.
If you purchased these phones at an indirect store, meaning the store is not owned by Sprint, but an individual or outside company and they resell Sprint service, you may be out of luck. Once again, ask for the store manager. If that gets you nowhere, ask for the name and email address of the indirect account executive....
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If you bought the phone in a corporate owned store, the finances are the same. Same money,same bucket. You need to first find out if you bought the phone at a corporate store or not.
If it was a corporate store, go back in and speak with the manager. If the manager cannot fix your issue immediately, then ask to contact the district manager. Keep going up the chain as high as you need to.
If you purchased these phones at an indirect store, meaning the store is not owned by Sprint, but an individual or outside company and they resell Sprint service, you may be out of luck. Once again, ask for the store manager. If that gets you nowhere, ask for the name and email address of the indirect account executive....
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Glad to see the process is the same for Sprint as it is for Verizon. It's really hard to tell someone that indirect stores are responsible for the error and that is who has to fix it. Well, not hard to tell, but definitely hard to get across.
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Yeah. I didn't mean to come across as saying the indirect stores are bad, because many are excellently ran locations and res who care about a customer's experience. However, more often than not, since there are very few check and balances within the system many customers are duped and treated poorly at indirect stores. This is often case in the market I work in.
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That isn't what I was getting at either. Just that credits promised or issued by indirect stores are not applicable by CS agents.
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Except-
I do understand the concept of independent stores.
But when I am sent by *2 Sprint to a location that only sells Sprint, everyone is wearing Sprint shirts- etc. I have no way to know I am venturing outside the 'wall'.
I am IBM, yes, I work for IBM, but to the outside consumer, I am IBM, same for our business partners. If I mess up, or the partner messes up the corporation will fix it. Yes, then we are in for a re-education.
My 10 plus years with Sprint have not been without hiccups, but I have always found Customer service excellent. That is why I am blown away by this turn of events.
David
I do understand the concept of independent stores.
But when I am sent by *2 Sprint to a location that only sells Sprint, everyone is wearing Sprint shirts- etc. I have no way to know I am venturing outside the 'wall'.
I am IBM, yes, I work for IBM, but to the outside consumer, I am IBM, same for our business partners. If I mess up, or the partner messes up the corporation will fix it. Yes, then we are in for a re-education.
My 10 plus years with Sprint have not been without hiccups, but I have always found Customer service excellent. That is why I am blown away by this turn of events.
David
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If I was unclear I apologize. I was merely stating to the average consumer the "You would have to go back to that store" verbage is hard to be accepted. I was not making any direct comment toward you or anyone in specific.
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