Sprint CS horrors and (hopefully) 30day return extension

[DizWhiz]

Thanks to everyone here who kept me sane and gave advice about my newbie EVO questions and concerns. The light leaking started just under my 'home' button but now bleeds across the bottom and up the sides (and the bottom left corner has become squishy) so I decided time to swap.

I called up Sprint and they told me to take it to the nearest repair store so when I got there and they said they won't touch it and to take it to a corporate store 40min away. I get there and ask if THEY will touch it and they said no I need to call Sprint because I bought it online...I wanted to punch something.

So I call Sprint (and what's with all the menu's/persons greetings all in Spanish? They greeted me in Spanish and then paused, I thought I dialed the wrong number!) and I explained it to person #1, then he transferred me to person #2 who transferred me to person #3 who told me they are out sorry. I again had to explain my 30 day window is almost up so what do I do and they said they will note my account. Naturally I'm going to call tomorrow and every day this week to verify that but wow what a waste of nearly 3hrs.

I'm not keeping my hopes too high but please tell me others have run into this and had a success story.

 

[gotthelife4u]

Welcome to the wonderful world of being a Sprint customer.

 

[rdandy5875]

I got them to return my hero after 40 days, and they reset my eligibility before they got the hero back so I could go get the evo. You will catch more flies with honey but I did eventually get transferred to retentions.

 

[DizWhiz]

I got them to return my hero after 40 days, and they reset my eligibility before they got the hero back so I could go get the evo. You will catch more flies with honey but I did eventually get transferred to retentions.

I did that route when my Pre bit the dust and I wound up with a refurb and a free Airave. (long story). I just called back and verified that on my account there is a note to extend my 30 day period out until they receive a new shipment hopefully in the first week in August. This rep was actually nice and added I will call back on the 5th and extend my 30 days again if they don't have stock.

So I guess you can have good luck but sadly its a 50/50 chance at getting someone who actually tries to help.

 

[youngzayiles]

Lol I dont work at sprint and I could have told them to tell you that you have to take it back to where ever you bought it in your first 30 days.... If they are out it is up to them to extend your 30 day window so you may return the phone and if they are out of stock then either u have to return it and wait till they get more or sometimes wherever you bought it will extend your window until they receive another shipment..

 

[boggs3010#AC]

I too had a day from hell with Sprint CS and tech support. My account is scheduled for termination on Aug 23rd. The retention person offered me free 6 pm calling to keep me. I explained I already have that. I went to three repair centers , spoke to 5 CS and 6 Tech's and was "disconnected" 2x and I was on a land line yesterday. And the 2nd to last person in retention said she scheduled the line to cancel and since she did not resolve my issues her supervisor would call me in 20 minutes...24hours later still waiting.

Whew had to get that out after reading your run around.

Sad part is Sprint CS was much improved and then yesterday BAM I dealt with IDIOTS all day.

 

[scrubcst]

Lol. Its like Comcast. but for the phone. had a similar problem with them when I got my first phone from them. they told me that they will give me 30 days of unlimited text and web ( this was way back when). until I got a 1200 dollar bill for web usage.



Sent from my PC36100 using Tapatalk

 

[thekarens]

I would send them an email to get confirmation in writing or use the online chat to confirm it so you can have written confirmation.

 

[cg1492]

You have to remember the smarter cs reps cost more $$. So if they higher dumber reps then they can spend less $$. If they spend less $$ then more $$$$$ goes into stock holders pockets, dan h's bank account, and verizons customer base. I used to work for comcast as a cust serv rep, the smarter you got the less usefull to comcast you became.

 

[Seven2k]

Umm...I called and they gave an extension. I told them that i have been calling for weeks and no one has them. He noted my account and all is well. I dont know its because in a Premiere Customer or been with them for 10 yrs.

I would tell them whats going on and hopefully you get someone thats understandable. They do send out surveys after you hang up. So i dont know you guys said you dealt with jerks. I intentionally filled one out like i was dis-satisfied with the service and some called and emailed me back within a day.

 

[boggs3010#AC]

Umm...I called and they gave an extension. I told them that i have been calling for weeks and no one has them. He noted my account and all is well. I dont know its because in a Premiere Customer or been with them for 10 yrs.

I would tell them whats going on and hopefully you get someone thats understandable. They do send out surveys after you hang up. So i dont know you guys said you dealt with jerks. I intentionally filled one out like i was dis-satisfied with the service and some called and emailed me back within a day.

I hope you got his or her rep ID and I would still call back to confirm the note is on the account.

 

[DizWhiz]

I hope you got his or her rep ID and I would still call back to confirm the note is on the account.

Okay finally got put through to the 'escalated support' and they reminded me it was a 'cosmetic issue' but also agreed that since it got noticeably worse in three weeks he stated "What would it be like in 6months to a year? I understand completely."

Honestly I have a case on the phone and part of me thought "Maybe I don't need to get a new one" but after being put on hold/transferred about 20 times, sent to three stores and none of them would look at my phone let alone repair it, I don't feel bad about it. They tried to tell me it was not normal to do an exchange over 30days (even though I've been trying but they don't have stock) and they had to make 'special' exceptions and the new phone will not be eligible for another return if it blows up so that makes me even more nervous. It's not my fault they can't keep stock for me to make an exchange.

Anyhow, sob story over they said they should have more stock this week to send out so anyone waiting for one call everyday this week!

 

[DizWhiz]

I would send them an email to get confirmation in writing or use the online chat to confirm it so you can have written confirmation.

Thanks I also did this and everything seems to be in order. Keeping fingers crossed anyway.