Sprint - Penny wise, pound foolish..
Been a Sprint customer for like 13-14 years (Ever since they launched in my area MANY years ago). Tried to upgrade to 2 new EVO phones (being a Premier customer) and was told only ONE phone could be upgraded in the 12 month period since we are on a shared family plan (The $129.99 one, 1500 minutes, whatever it is.. ) Thats certainly not how they advertise the Premier program, but I'm sure its in the fine print somewhere. I asked the rep if she could do anything for me and she said we could upgrade one phone and wait for the 2nd (Well, THATS not doing something for ME, thats doing something for you).. and they proceeded to try to sell me accessories, mobile hotspot, data cards, etc...
I got pissed and politely told them no thank you and hung up.
Then I started thinking about it. Isn't the Premier program technically if you spent over $100/month OR been with them for 10+ years? It seems BOTH lines should be eligible for upgrades every 12 months. I'll have to call them again and find out about that. But it also seems pretty silly to me that Sprint wouldn't want to add $20 more per month (4G tax) for an additional $75 credit toward a phone. One phone is currently eligible for the full $150, the other only $75 (Since its been 12+ months but not 22). If I wait until the 22 months to upgrade the 2nd headset, they will have lost $100 in 4G taxes.
I dunno Sprint, it doesn't surprise me you are losing customers and not making a ton of money. You really need to think these things through a bit more.
Any Sprint reps here able to help me?
- 06-12-2010, 05:15 PM #2
- 06-12-2010, 05:33 PM #3
Both phones were purchased 1+ years ago. Yeah I know its a bit of a roll the dice type of thing with reps. I'll keep trying, its good to hear others got them to budge on this.. As I said, I'm doing THEM more of a favor by upgrading than they are to me.. I'm not a heavy data user at all so the $20 4G tax is almost pure profit to them.
- 06-12-2010, 06:56 PM #5
I had a situation a while back where I had an account and my wife had an account. We got Sprint to turn my account into a family plan. My account already had Premier status. My wife's did not. A year later, when we were both looking to upgrade phones, I could on my line, but she could not, even though we were sharing the same plan.
Even though the overall account may qualify for Premier status, the system still keeps track of the individual lines on the account and only the phones that individually qualify are upgradable early. At least that's what happened to me and my wife a while back.
Not sure if something similar is happening in your case.
- 06-12-2010, 07:17 PM #6
- 06-12-2010, 07:33 PM #7
Once, I was trying to get an upgrade early, and was willing to add the two years to my existing contract, but they couldn't process it (with the discount) because the system wasn't designed for that scenario.
As an example, let's say you are 8 months into an existing two year contract and you're willing to extend your contract an additional two years for a discount. They can't process it, because their system is designed to reset the clock on the contract when they do a renewal. So, instead of the system adding two years to the existing contract, it would knock off the remaining 14 months and replace them with the new 24-month contract date.
Evidently, for Premier customers they have set the system up so that it can work in 12-month update intervals, but anything less than 12 months and the system reverts to truncating the remaining time on the contract and resetting the clock as described above.
To me, that seems rather dumb. Essentially, the system limits total contract length to 36 months, tops: 12 months remaining, plus a new 24-month commitment. Anything longer than that and the system chops off the existing contract time, so they won't let reps do it.
Spoke with a Sprint retention CSR (I went to the cancel option to try to get someone who could actually work with me). I did make it clear I was NOT cancelling however. I asked them if there was anything they could do. The rep was extremely nice but said they can't move the upgrade date more than 3 months. He even looked for other ways to offset the $75 additional charge but couldn't come up with anything.
He totally understood when I explained to him that for every month I do not upgrade to the EVO its $10 less per phone Sprint is getting from me, and if I wait the full 10 additional months its $100-$200 they didn't get in additional fees for an additional $75 credit. Not to mention re-upping for 2 years.
Kind of frustrating. I sent an email to Dan Hesse @ Sprint to see if his office could do anything for me - Probably won't get a response but I did get an automated one saying I would. Sprint.. help me help you! LOL
- 06-15-2010, 04:12 PM #9
- 06-15-2010, 04:40 PM #10
EDIT: ah, yeah reading that further, you mentioned just what I explained. nevermind
Anyways, we'll see what they do. If anything.
- 06-16-2010, 12:13 PM #12
And if they don't do anything but let you upgrade the primary line then you shouldn't be upset or unhappy by any means. They don't have to. It states very clearly as a sprint premier member it is only the primary line that can upgrade at 12 months. The other line or lines have to wait the 22 months.
A lady from Dan Hesse's office called (I doubt she really was, but whatever).. was very nice. Explained the situation with the Premier program, gave me the explanation.. 12 vs 22.. blah blah blah. They are the only carrier who does that.. I agreed and thanked her for the callback, and just expressed concern that phone technology is moving so fast now that even 12 months is sometimes considered a long time.
So, my choice is to pay it or wait. I'll probably pay it.