The Honeymoon is Over, The True side of Sprint? - EVO 4G General

First off, anyone who works for Sprint know about this 90 day probation period before I'm allowed payment plans on my bill? Working in a Sprint store and working in the oppressing dictatorship they call Sprint Customer Service are two very different things it would seem, so if anyone who actually works for Sprint Customer Service (call centers) would please enlighten me about this policy that I've never heard of and never read about in my Agreement, it would be much appreciated.
The “Honeymoon” is over (30 day return trial period) I love the phone its better than the iPhone 4 in almost every way (horrendous build quality, horrendous audio/video recording are the only two major cons I see with the evo).The 4g is nice to have at home and in most places when I'm outside, But... now Sprint is beginning to show their true colors with their Gestapo-like tactics, I asked for a grace period or promise to pay at a certain date so I won't be "hotlined" anymore, every single rep I spoke to on the phone were spitting the same old premeditated scripts at me, supervisors were even worse and very aggressive, when I asked to be transfer to a higher up department I would wait ages(30-40mins) only to be hunged up on by a person who seems to never have good reception and can barely hear me…
During my 30 day trial the two times that I did call(for MSL, forgot it the first time) Sprint Customer Service they were very polite and willing to help me with any issue I had. So now that I’m stuck with them for 2 years they feel like they can just treat me like a piece of **** it would seem.
When I had T-Mobile they would bend over backwards to keep me happy, they were very friendly and polite, never hunged up on me, treated me with respect and not just like another number.
I love the phone but I can’t deal with these Gestapo drones, They remind me of the Vogons from The Hitchikers guide to the Galaxy, mindlessly bureaucratic and aggressive. (http://en.wikipedia.org/wiki/Vogon)
If I knew how 2 face these a-holes were I wouldn’t of even enter that Radioshack on that day of June 4th
They won't set up a payment plan or promise to pay with me because I haven't been a customer with them for 90 days yet! So I'm just a slimey slithering worm rolling in my own feces to them.
They are suspending my account next Monday July 19th I told them I will have funds available the following day Tuesday July 20th and will Pay my past due but they refuse to work with me! $25 reactivation fee. All they care about is squeezing as much money out of the customer as possible, that clutch $10 “premium data fee” should have been a huge RED flag. Thank god for the awesome XDA developer community for keeping me at least partially sane through these hard times! =)
If anyone of you is wondering, I’m in-between jobs, the bank gobbled up my past two paychecks so I was not able to keep up on my bills, and this was at the end of my 30 day trial ironically. Now there’s no way to cancel my service with Sprint without paying the $200 ETF, since I’m 10 days out of the 30 day trial.
This was more of a rant more than anything, but I would be very grateful if any current or previous Sprint Employees can give me some insight on how to penetrate the big red bureaucratic wall that is Sprint Customer Service Thank you!

Doesn't really sound like their fault at all. Balance your money.

should have thought twice before getting a $200 phone with $10 premium data charge when you're in between jobs.

I lost my job on July 4th lol

Sorry to hear about your run of bad luck. I'm past my 30 days also, and Sprint customer service has been good to me.

You just have bad luck.

vbyt said:
should have thought twice before getting a $200 phone with $10 premium data charge when you're in between jobs.
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X2! Bought on 06/04 fired on 07/04. Pretty sure you could've cancelled on 07/05 under the circumstances.
--- First post in over 2 years of having been here. Wow.

They have been pretty good with me. I didn't know about the automated payment discount, so they took off the difference from my bill for me.
Good luck on getting a new job. I put an ad out to hire a photo editor for my company and got 367 applications. They are applicants top of their class having masters and can't get jobs right now. My advice is to take ANY job right now and quit after finding a better job. $10 an hour is better the $0 an hour.

90 day "probational" period is what I'm the most PO'd about. I've never heard of such policy. Its like saying "I don't trust you, you're a piece of sh** to me until you pay me for 90 days. So go *** yourself until then." -Sprint

rutter9 said:
They have been pretty good with me. I didn't know about the automated payment discount, so they took off the difference from my bill for me.
Good luck on getting a new job. I put an ad out to hire a photo editor for my company and got 367 applications. They are applicants top of their class having masters and can't get jobs right now. My advice is to take ANY job right now and quit after finding a better job. $10 an hour is better the $0 an hour.
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Agreed I've even applied at Walmart and Mcdonalds!

lmao, yeah dude it really all comes down to "you shouldnt buy something you cant afford" rutter hit the nail with her first comment

Tundricles said:
I lost my job on July 4th lol
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Hmm I remember on another cellphone forums (can't link that site ;P) there was a list of numbers with a few that would get you straight past tech support and to the higher ups. I remember the had some pretty high up number too, but I'm not sure if the numbers still work. I'll see if I can find the list.

sucks to be you ! how is this sprints fault ?

Tundricles said:
Agreed I've even applied at Walmart and Mcdonalds!
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One of my friends has his masters and is an English teacher (was) right now he's washing dishes!

YOU lost YOUR job and can't afford the contract that YOU signed. How is this Sprint's problem? Seriously, that's just horrible luck for you, but don't blame Sprint for your own misfortune.

I have said for years "Sprint is a great phone company until you have to speak with them or need customer service"
I have learned to not let myself get so enraged at their lack of customer service. I choose to be their customer and sometimes I wish I didn't get a 27% discount because there have been SOOOO MANY times I would have told them to please shove their attitudes somewhere and bill me the ETF's. EVERY time I call it's like they assume I'm trying to scam them out of something. It's like once you are beyond 30 days and committed to the "agreement" they don't care if you leave or stay but they'll be damned if your gonna get good customer service.
I love my phone and I get great service (reception, 3g and cdma) and my monthly bill is very reasonable but the way Sprint conducts their customer lack-of-service is pretty disgusting.

They won't work with you because you haven't proven yourself to be a credible customer. The fact of the matter is, you started service with them on June 4th. FFWd to today, 40 days later, and you cannot honor your contract to pay the first month's charges.... So they suspend your account until you pay up. Sounds to me like you should've planned better and left a buffer of $ to pay your obligations. How is it their responsibility to bend the rules for an irresponsible customer? It's not. Learn from it.

I would suggest emailing them. Whenever I've emailed them I get a return phone call by one of the people higher up in the company. The first line CS people are always going to give you the scripted response, I'm just glad that I can understand them now since they now have people who's first language is English.
I've been a Sprint customer for about 9yrs, their CS is stellar now compared to what it was.

Jye75 said:
They won't work with you because you haven't proven yourself to be a credible customer.
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Not entirely true. I've been a Sprint customer for more than 7 years and I've NEVER had my service disconnected for late payment and they still treat me like an opponent not a customer.

nebenezer said:
Not entirely true. I've been a Sprint customer for more than 7 years and I've NEVER had my service disconnected for late payment and they still treat me like an opponent not a customer.
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Probably a crap rep then.
My familie's been with them a while always treated us well.
Then again 4 lines, and we always buy 4 phones at once.
We also have a business line with like 12 nextels on it.

Related

SPRINT: no more dropped call credit

if you dial *2 and try for the $.50 credit for dropped call, you now get 2 minutes of airtime instead. has anyone tried getting out of their contract for this change in the agreement? i tried, just wanting more minutes or a better deal, but without even asking why or wondering why i want to cancel, they just straight let me cancel. i couldn't believe it. i have it set to cancel at the end of my billing cycle. sprint is going further and further down the drain, meanwhile at&t is #10 on the fortune 500 list, sigh.
No offense. And I understand when you pay good money you e3xpect good service. However the fact that more often than not whe you get a dropped call you call Sprint; after a while, they are better off letting you go than keep giving you .50 cents.
Each time you call Sprint to get your .50 cents it costs them $45 to handle that call.
Also, from a common sense point of view. If you call a company more than 3 times a month, the company is most likely not making any money from you and also on your part you are better off going with someone else since they are not meeting your needs. It's called Utility in economics
If Sprint let you cancel without making a retention offer, then they clearly saw no value in you staying a customer. Perhaps you used the *2 option just a little too often?
being given .50 never made any sense to me to begin with. if i lost a few minutes on dropped calls. then giving them back to me makes all the sense in the world.
What the hell? They used to give you 50 cents for dropped calls? That was stupid. And alabjj, how do you know all this?
Also, cancelling your contract because they stopped giving you 50 cents and started giving you more airtime is the dumbest **** I've read on all the forum. Wow.
fusQer said:
if you dial *2 and try for the $.50 credit for dropped call, you now get 2 minutes of airtime instead. has anyone tried getting out of their contract for this change in the agreement? i tried, just wanting more minutes or a better deal, but without even asking why or wondering why i want to cancel, they just straight let me cancel. i couldn't believe it. i have it set to cancel at the end of my billing cycle. sprint is going further and further down the drain, meanwhile at&t is #10 on the fortune 500 list, sigh.
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You have always been able to discontinue your service for any reason or for no reason. However, you might want to check your final bill for an ETF charge.
I do not believe that the Sprint agreement contains any wording about either a monetary or minutes credit for dropped calls, so it would not be a change in the agreement, just a change in policy.
alabij said:
No offense. And I understand when you pay good money you e3xpect good service. However the fact that more often than not whe you get a dropped call you call Sprint; after a while, they are better off letting you go than keep giving you .50 cents.
Each time you call Sprint to get your .50 cents it costs them $45 to handle that call.
Also, from a common sense point of view. If you call a company more than 3 times a month, the company is most likely not making any money from you and also on your part you are better off going with someone else since they are not meeting your needs. It's called Utility in economics
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how do you figure a fully automated call costs $45 to handle?
also your theories on calls placed/month may or may not be true, they're besides the point. sprint wouldn't have offered the plan in the first place if they didn't plan on you calling in to claim it. its a guarantee on their good service, a promise that you will have very little dropped calls, and if you do have a dropped call, that they will take care of it. i think that promise delivered them more customers and profit than did the loss from the cost of operating the automated reporting system.
anyways, i guess someone finally alerted them that everyone is getting $10 off each month! honestly it lasted way longer than i ever expected it to (10+ years?). and yes i get 20+ dropped calls a month.
hidavi said:
Also, cancelling your contract because they stopped giving you 50 cents and started giving you more airtime is the dumbest **** I've read on all the forum. Wow.
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oh really? whats the point of having a contract then? if i am promised $.50 credit for each dropped call, and i rely on this promise to sign up for service, and suddenly they don't want to give me the money they promised me, its "the dumbest **** ever" lol!
i think you are fighting against the idea of a contract/promise/agreement rather than its terms.
i bet you'd be complaining if they started charging you more for text messages than you had originally agreed to.
bakntyme said:
You have always been able to discontinue your service for any reason or for no reason. However, you might want to check your final bill for an ETF charge.
I do not believe that the Sprint agreement contains any wording about either a monetary or minutes credit for dropped calls, so it would not be a change in the agreement, just a change in policy.
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well the operator lady let me cancel, i had it set to cancel at the end of my billing cycle (i wasn't really going to cancel).
sure enough the next day i got a call back from sprint. they offered and i accepted $5 service credit per month.
i still have 20+ dropped calls a month, though. oh well i love sprint still.
ScottC said:
If Sprint let you cancel without making a retention offer, then they clearly saw no value in you staying a customer. Perhaps you used the *2 option just a little too often?
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they ended up making me a retention offer, they actually CALLED ME! it obviously made sense to profit $50 vs. letting me go. bottom line is they unilaterally modified the agreement which nullifies the agreement, but you must protest within (i think) 30 days of the modification.
know your rights as a consumer!
No offense but I smell bull****. Nobody called you, and you're retarded for staying on the phone for approximately 15-20 minutes for half of a dollar. Time is money, you most likely have too much of the first and not quite enough of the second.
i'm not here to make friends, im here to report my experiences to help the community at large. i really don't give two ****s if you don't believe me.
also regarding your 15-20 minutes, you are misinformed. it takes about 3-5 minutes to report all your dropped calls at once, try it.
fusQer said:
and yes i get 20+ dropped calls a month.
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wow, where do you live

For those on contract with no upgrade...There's Hope!!!

Ok I am one of the ones who copped the Hero back in October and don't have an upgrade until October 2010. But I want the EVO but definately don't want to pay $450 for it. Well I thought of every way possible to come into getting it but nothing would really benefit me. So as a last ditch effort I just decided to go to the sprint chat and take a chance. I am in no way saying this will work for anyone else/everyone else but just sharing what I did. (BTW I have been with sprint over 10 years)
Basically after getting on the chat, I pretty much laid out my case about how I don't understand why loyal customers like myself who for years have been loyal to sprint can't get in on the promotions, when new customers can reap all the benefits. I even provided numbers on the approx amount I have invested in sprint over the years, and I could tell the person agreed with my position because he really didn't have a response. I could see him start typing something atleast 5 times, then he would delete it or something but he never responded. After about 5 mins, he says one moment. Looks up my info and says well as a sign of goodwill I can give you $150 off the price and you can get it for $300. So he makes a note on my account and all I have to do it order it June 4th or whenever sprint starts taking orders and get it overnighted.
So I didn't end up with the $199 promotion but I did end up with something, and I still keep my upgrade in October. Just wanted to share in case anyone else was in my situation. HAPPY EVO HUNTING!!!!
That's awesome, congrats dude! Too bad though because I'm sure most people haven't been with sprint for ten years :\.
TickLe MY eLMo said:
That's awesome, congrats dude! Too bad though because I'm sure most people haven't been with sprint for ten years :\.
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Yeah I been with them since they were just nextel. My first phone was the i-60 (I think thats what it was called). That dumb brick looking phone with the direct connect, lol.
That's the way to do it! I have been with Sprint since 2000 and have been a VERY loyal customer. Word on the street is that Sprint is hemorrhaging customers, so they have to do what they can to keep them.
If you talk with customer support and try to reason with them, they will be pretty helpful. You basically tell them that it's much more expensive and difficult to get a new customer than to keep an old one (this is taught in all marketing classes). If you talk to enough people and get high up in the chain (managers, etc), it will all work out.
I've been with Sprint for 8 years, so maybe I will hit up the chat and work for some pity.
Bypass all the low tier level CS an go straight to the top-Sprint Corporate. These guys have the power to do anything and everything to your account and super fast.
If you been with sprint more than 8 years they will work something out for you.
In my case in 5 minutes time I got my account reset for full upgrade path and qualify for rebate on the EVO.
My cost EVP Preorder:
449.00
-150.00 Upgrade
-100.00 rebate
Total:
$199.99
In Sprint Corporate they do believe loyalty should be rewarded.
ProGeek said:
Bypass all the low tier level CS an go straight to the top-Sprint Corporate. These guys have the power to do anything and everything to your account.
If you been with sprint more than 8 years they will work something out for you.
In my case I got my account reset for full upgrade path and qualify for rebate on the EVO.
My cost was:
449.00
-150.00 Upgrade
-100.00 rebate
Total:
$199.99
In Sprint Corporate they do believe loyalty should be rewarded.
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How do you get in contact with them, though?
thebiles said:
how do you get in contact with them, though?
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8667270665
Bro I'm willing to bet that when you get the Evo you will renew your contract.
Even if he renews his contract, I don't think that he will really be upset about it unless he planned on leaving Sprint.
swaze said:
Ok I am one of the ones who copped the Hero back in October and don't have an upgrade until October 2010. But I want the EVO but definately don't want to pay $450 for it. Well I thought of every way possible to come into getting it but nothing would really benefit me. So as a last ditch effort I just decided to go to the sprint chat and take a chance. I am in no way saying this will work for anyone else/everyone else but just sharing what I did. (BTW I have been with sprint over 10 years)
Basically after getting on the chat, I pretty much laid out my case about how I don't understand why loyal customers like myself who for years have been loyal to sprint can't get in on the promotions, when new customers can reap all the benefits. I even provided numbers on the approx amount I have invested in sprint over the years, and I could tell the person agreed with my position because he really didn't have a response. I could see him start typing something atleast 5 times, then he would delete it or something but he never responded. After about 5 mins, he says one moment. Looks up my info and says well as a sign of goodwill I can give you $150 off the price and you can get it for $300. So he makes a note on my account and all I have to do it order it June 4th or whenever sprint starts taking orders and get it overnighted.
So I didn't end up with the $199 promotion but I did end up with something, and I still keep my upgrade in October. Just wanted to share in case anyone else was in my situation. HAPPY EVO HUNTING!!!!
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lol, definitely didn't work for me
I am using sprint only for half year. So I don't need to try any way. I just pay the full price or wait for Dec this year to get 75 off. I think I'll get the phone in full price, then sold my Hero, after Dec I can get another phone then sell it.
Well turns out my brother in law is eligible for an upgrade and he said that he would do it for me in exchange he wants my Hero; no cash (i already gave him my HTC Touch for free). Anyway, I went to the sprint site and they changed the way you can activate a phone from the last time I used it (a long time ago). now you can swap phones with one that is already on your account online. I was going to swap phones with my brother in law online but I see that we can't do that now. May have to go to sprint store to do this.
has anyone swapped phones with another account holder? did you have any problems doing it?
unknown_owner said:
Well turns out my brother in law is eligible for an upgrade and he said that he would do it for me in exchange he wants my Hero; no cash (i already gave him my HTC Touch for free). Anyway, I went to the sprint site and they changed the way you can activate a phone from the last time I used it (a long time ago). now you can swap phones with one that is already on your account online. I was going to swap phones with my brother in law online but I see that we can't do that now. May have to go to sprint store to do this.
has anyone swapped phones with another account holder? did you have any problems doing it?
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I transfered account from another guy to get mine, took over his contract and he gave me his vogue for free.
just have a third phone handy, i did with my uncle, when i upgraded from my instinct to the HTC touch pro..
I plan on adding a line to my family plan for $10 extra a month, giving my Hero to wife and my wife is giving her phone to my mom who has Cricket service After I get the new line with the EVO I will call Sprint and tell them that we want to change the phones around so I can have my number program to the EVO
I called a Sprint rep just 10 minutes ago and they said this is do-able
I'm happy for you that you got 150 off your EVO, but you weren't getting screwed. You already took advantage of the new customer pricing in october when you bought the Hero.
Again, I'm glad Sprint rewarded you for being a loyal customer, but people shouldn't come to this thread and get your hopes up. It's probably not going to happen for most of you.
clamknuckle said:
I'm happy for you that you got 150 off your EVO, but you weren't getting screwed. You already took advantage of the new customer pricing in october when you bought the Hero.
Again, I'm glad Sprint rewarded you for being a loyal customer, but people shouldn't come to this thread and get your hopes up. It's probably not going to happen for most of you.
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Its your opinion, but i wasn't a new customer in October either. Think about it. I have been on one of the high end plans over 10 years. So I have been consistently investing in sprint for a while now. So anyone who reaps the benefit of the EVO coming from some other carrier or new to sprint is getting it for $199. They haven't invested a dime yet, but they reap the benefit now. Thats just how I feel. They didn't have to give it to me, i wasn't gonna leave sprint, but IMO its people like me who keep this company afloat and its also people like me who are often ignored because we have already signed a contract so no incentive to please us anymore. Not very good business but I understand thats how it goes.
Just keep in mind that if you swap with him before 30 days he will no longer be eligible for the $100 MIR.
ElAguila said:
Just keep in mind that if you swap with him before 30 days he will no longer be eligible for the $100 MIR.
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or if you just get it from BB you don't have to worry about the MIR

Are sprint employees trained to be rude?

I have no service in my home and they've never been able to get my air rave to work. But, everytime I call, they basically tell me to **** off.
Why are these people so horrible? Do they get beaten over there?
doojer said:
I have no service in my home and they've never been able to get my air rave to work. But, everytime I call, they basically tell me to **** off.
Why are these people so horrible? Do they get beaten over there?
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You should stop paying them
**** your not the only one who had sprint be rude to them they told me there not goin to do nothing to keep me as a customer after leaving m on hold for 4 hours to try and fix my old phone **** SPRINT! by the way to maybe help fix your problem go to geekforme.com and try downloading latest radio assuming your rooted. i found fresh toast 2.1 to be a good rom just a bit of bugs but with the radio i have better signal
Sorry, double post
Yeah, I've tried all of the radios. I just get no service in my house in the desert. I even confirmed that the area was covered before I signed up. Then they sent me an airrave that never works and everytime they say it's set up, and it isn't, they lose all record of me and it's "but, sir, you don't even have an airrave on your account" and "did you try calling airrave support?" and all sorts of other snippy, rude, arrogant comments that give Sprint absolutely no responsibility in the matter.
These are horrible, horrible people and I am thinking of having my lawyer explain to them what a breach of contract is.....
If they don't have an airrave on your account there might be an issue, but they did tell my parents that the airrave needs to be in a window so that it can get GPS signal(don't know why, but seems to make a difference). I think it may have something to do with supporting the 911 system.
Yeah, it's in the window. It literally takes them 2 or 3 days to troubleshoot it each time, only for them to lose all sight of me in the system.
Then, when I tell them I am sick of spending hours on hold and having all of my previous notes lost only to start over again and sit on hold, their answer is "sir, I see nothing about an airrave in your notes"
I hate these people.
I don't know man but that Droid Incredible is looking kinda good, and with Verizon's coverage in rural areas it might be worth checking out
rlaxton said:
I don't know man but that Droid Incredible is looking kinda good, and with Verizon's coverage in rural areas it might be worth checking out
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Oh, I'd be all over it in a heartbeat.... but Sprint doesn't see any reason to let me out of my contract.
Hopefully, my lawyer can convince them otherwise....
I don't know if the will help but when u call and the moron answers tell them to transfer u to customer retention dept. They will usually kiss ur ass. Also I've found when u get a rude csr that hanging up and calling back usually will get u to a nicer person. Every company has a douche who hates their job. Just gotta weed through the tards till u find one that's competent and wants to actually help
Sounds like you are getting the ****iest of people when you call, which sucks, but I can assure you that the rudeness is subjective, we aren't trained that way.
For your case, the best option is to talk to Airave support directly, and, is your Airave on a seperate account from your primary? If so, we would still be able to pull it up based on the information located on the Airave itself.
With the lawyer, do you a copy of the contract? (I would naturally assume you do)
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doojer said:
I have no service in my home and they've never been able to get my air rave to work. But, everytime I call, they basically tell me to **** off.
Why are these people so horrible? Do they get beaten over there?
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Please read THIS POST, it may help
I remember calling Sprint and telling them I have low signal as they told me I am in a green area. Funny thing is not even a couple seconds later my phone dropped. They made me pay $100 for the Airave but I get free service. The airave is still intermittent. I will still drop calls next to it.
doojer said:
Oh, I'd be all over it in a heartbeat.... but Sprint doesn't see any reason to let me out of my contract.
Hopefully, my lawyer can convince them otherwise....
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You don't need a crook lawyer. Call the FCC or sprint corp to get out of the contract.
Oh, regardless of what you try and do, Sprint will still try to stick you with a fee for closing an account. I had an employee line for 3 years after I life radio shack and they send me a text one day saying Either sign a 2 year contract at XX price, or call can get the line disconnected by XX Date, because you are no longer eligible for the plan. SO I call and cancel and after 8 hours of fighting with them, they still tried sticking me with an $80 ETF. So, I proceeded to get a hold of my rep where I used to work over 3 years ago, and he said hey I will call you back in 5 minutes. He calls back, Says You're set to go, you can go pay your bill now. Fee was removed.
Recently I opened a line of service and got the number changed to a different area code. I always do checks for upgrades on the phone number(s) I have, and lo and behold, it said I was eligible for an upgrade on 5/1/2010 for the $150 off, and $75 off as of 7/1/2009. So, I keep an eye on it because I planned to get the Evo, which, I have done this before without a problem, and suddenly without my knowledge or consent, my account was modified and the upgrade eligibility removed. I call and talked to the biggest a-hole in all of Sprint yesterday. I was bout ready to get both lines shut off and tell them they can shove their etf's up their rear end, because the way these idiots treat me is no way to keep customers. I'm going to go through my cache and check, but I think I still have a cached page of when the site told me I was eligible, and I think I am going to go to either Radio Shack or Sprint on the 4th and not leave until they give me what their website says I am entitled to.
doojer said:
Oh, I'd be all over it in a heartbeat.... but Sprint doesn't see any reason to let me out of my contract.
Hopefully, my lawyer can convince them otherwise....
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Just my train of thought:
Unless you have a lawyer on retainer, isn't the price of starting the case more than the $150.00 bucks to get out of contract? Does Sprint pro-rate the termination Fee like Verizon and US Cellular(Subtract 6 dollars a billing cycle)?
If you are thinking that Sprint would pay back legal fees, I doubt it, unless you actually go to court over it all, and its ruled will they pay legal fees, usually they will give you a settlement and you pay your attorney out of that. In this case, the pittence of a settlement over a contract breach($150.00) seems like something not worth the battle.
Given, I am not in your shows and don't know what the have done to get you this pissed off. I can assure everyone that my experience has been sprint is the best most customer satisfaction orriented, best priced carrier in the US.
If you do have a lawyer on retainer, what kind of trouble do you get into?
Yeah, I've been dealing with customer retention and they've been rude. Mainly because they don't believe me that I have set up the airrave in the past because it is unfathomable to them that their notes could be wrong.
Told them to cancel me out and I'd just pay the $200. All of a sudden, they care......
......on hold now.
Oh, and my company has lawyers on hand.... they're free to me.
Oh, they're offering me all sorts of **** now....
doojer said:
Yeah, I've been dealing with customer retention and they've been rude. Mainly because they don't believe me that I have set up the airrave in the past because it is unfathomable to them that their notes could be wrong.
Told them to cancel me out and I'd just pay the $200. All of a sudden, they care......
......on hold now.
Oh, and my company has lawyers on hand.... they're free to me.
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Click to collapse
Humor me as to whether they actually take care of you now.
Better yet, tell them since you've gone through all this trouble that you want the Evo at discounted price on June 4th.
jerry43812 said:
Oh, regardless of what you try and do, Sprint will still try to stick you with a fee for closing an account. I had an employee line for 3 years after I life radio shack and they send me a text one day saying Either sign a 2 year contract at XX price, or call can get the line disconnected by XX Date, because you are no longer eligible for the plan. SO I call and cancel and after 8 hours of fighting with them, they still tried sticking me with an $80 ETF. So, I proceeded to get a hold of my rep where I used to work over 3 years ago, and he said hey I will call you back in 5 minutes. He calls back, Says You're set to go, you can go pay your bill now. Fee was removed.
Recently I opened a line of service and got the number changed to a different area code. I always do checks for upgrades on the phone number(s) I have, and lo and behold, it said I was eligible for an upgrade on 5/1/2010 for the $150 off, and $75 off as of 7/1/2009. So, I keep an eye on it because I planned to get the Evo, which, I have done this before without a problem, and suddenly without my knowledge or consent, my account was modified and the upgrade eligibility removed. I call and talked to the biggest a-hole in all of Sprint yesterday. I was bout ready to get both lines shut off and tell them they can shove their etf's up their rear end, because the way these idiots treat me is no way to keep customers. I'm going to go through my cache and check, but I think I still have a cached page of when the site told me I was eligible, and I think I am going to go to either Radio Shack or Sprint on the 4th and not leave until they give me what their website says I am entitled to.
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Unless the line of service you opened was opened in 2008, your eligibility would have changed when you added the new line of service. Your eligibility is usually in 12 and 22 month increments. So to be eligible on 7/1/2009, you would have had to make the change 7/2008. If a change was made after that, it would move the date ahead accordingly.

Why/how AT&T waved my ETF!!

Just thought I would share my experience for whatever it's worth.
I should start off with saying that I live in the country and never had the best service with AT&T. I used their Microcell to subsidize my reception and it worked okay. I imagine if I lived in a big city or an area with excellent AT&T reception my story would be different.
Problems I had with AT&T that were well documented on my account: poor reception, duplicate text message issue that came and went (only real way to stop it was battery pull and/or sim transfer to the Captivate), last two months data usage was waaaay off as in AT&T thought I was using substantial more data than I was (3G Watchdog / common sense) and no amount of hours spent on the phone with customer service resolved my issue.
So after being a slave customer of AT&T's for almost two years, and two different phones with them my ETF was $110. I decided I would gladly pay the $110 and go get a SGN from Verizon, who I know through my roommate and former roommate to have excellent service both at my home and work. I realize that this differs thoughout the country but make no mistake about it, in Northern Alabama VZW is the ONLY carrier to have excellent reception everywhere I go.
So I went to the Verizon store and bought a Galaxy Nexus. I provided my AT&T customer number and of course my phone number to the VZW salesman, no call to AT&T was needed to cancel my service. Side note: I brought them a 6 year old PoS phone my sister was kind enough to provide me and they gave me $50 off. I also asked the rep before letting him know I was buying the phone, "if I do decide to buy this from you today and pay my AT&T ETF can you wave the activation fee to help me out?" he did.
So I get my last bill from AT&T and even with my service cancelled they were trying to charge me an extra $20 data fee, either for the next month or an additional fee I don't know but I know it wasnt a legitimate charge (surprise, surprise). I called AT&T customer service and explained to the guy that my service had been cancelled for a week and the $20 data charge should not be on my bill, he agreed. I then mentioned in passing that "AT&T was not able to provide me with reception and I felt it was unfair of them to charge me an ETF when I had been a good customer and was not recieving what I was paying for". That phrase was not even fully out of my mouth when he said "I agree with you, let me go talk to my manager." he was gone for 2 minutes or less and came back to the phone saying, "I spoke with my manager and we are able to wave your $110 early termination fee." I couldn't believe it! That wasn't even why I called, I was only mentioning that in passing because that is how I felt. I was absolutely going to pay the ETF and be done with AT&T forever! But this man, prob the one and only customer service rep at AT&T that would have been willing to do that for me, didn't even let me get the whole sentance out of my mouth before jumping into action and going above and beyond to help me out! I honestly feel like I could have called AT&T a hundred more times and not get the same experience. I was so happy that I payed my remaining balance instantly through ACH.
So that is my story, whether it's helpful or even an interesting read to anyone else I am not sure. I know it will get down voted, and especially by ClearFire because I pissed him off and now he down votes all my posts no matter how helpful lol. But I am not holding grudges, not towards any member of this forum that I might have had disagreements with and not towards AT&T who I formerly hated, err, well maybe I still do hate AT&T lol. I will never go back to AT&T as long as I live, I am extremely happy with VZW! At home when I was getting <5 down and maybe 1 up on a good day and one bar of service with AT&T, I now get >15 down and >4 up and full bars from Verizon. Again this is my experience and I realize that reception differs greatly in dif geographical areas. I guess this is my "goodbye Atrix community" thread. Mostly it was a good time here with you, I will be sending some of you friend requests and I will check back in at the Atrix forums. Have a great day all of you and I hope something I said was helpful.
Good stuff. I'm in a very good area for att. Wifi at home and work. Nothing to complain about. Does Verizon have unlimited mobile to mobile as well?
Sent from my MB860 using XDA App
Deggy said:
Good stuff. I'm in a very good area for att. Wifi at home and work. Nothing to complain about. Does Verizon have unlimited mobile to mobile as well?
Sent from my MB860 using XDA App
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Click to collapse
No sadly Verizon does not have unlimited mobile to mobile. I am on the 900 minute plan and that includes 5 "friends and family" numbers for unlimited calling, the numbers can be mobile or landline.. I am actually thinking of downgrading to the 450 minute plan to save $20/mo and using GrooVe IP + my Google Voice number during peak hours. At home and at work I have WiFi so I'm thinking this will be a good idea I just have to get in the habit of doing it. I included my data speeds in the OP more of a reference of what I dealt with as soon as I left the house.
Congrats! I had an experience with att a while back... I think it was because I moved out of their coverage area, let's just say it wasn't as painless as your story. Good for you.
Sent from my MB860 using XDA App
per policy if your less than 12 months in your contact and ltv 1 your etf gets waived. that is prolly why they did it. ltv = life time value, or tech has to note the account about the service issues, those are the only two ways to get it done.
twayneo said:
per policy if your less than 12 months in your contact and ltv 1 your etf gets waived. that is prolly why they did it. ltv = life time value, or tech has to note the account about the service issues, those are the only two ways to get it done.
Click to expand...
Click to collapse
another way is to be military that just got deployed. this happened to a family member with 3 months left on the contract. it's a shame that you have to know the information yourself because a lot of customer service reps don't. ended up renewing a 2 year contract and finding out that we could have terminated the account without any fees, of course by then we were already 3 months into the new contract and it took me about 1 month of fighting to get it terminated.
the service that is provided often depends on the rep that picks up. that's why a lot of times i just hang up on a rep that's not being helpful and try again.
autumn_leaf said:
the service that is provided often depends on the rep that picks up. that's why a lot of times i just hang up on a rep that's not being helpful and try again.
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THIS!! Is the best end all advice ever. And I know through personal experience. Not just AT&T but all companies and all services.
autumn_leaf said:
the service that is provided often depends on the rep that picks up. that's why a lot of times i just hang up on a rep that's not being helpful and try again.
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Click to collapse
+1
10char
autumn_leaf said:
the service that is provided often depends on the rep that picks up. that's why a lot of times i just hang up on a rep that's not being helpful and try again.
Click to expand...
Click to collapse
I should really do that more often.
Sent from my MB860 using XDA App
You wouldn't believe the amount of waivers/credits AT&T give out daily.
The best way to get what you want is to ask for a manager.. Most managers are so lazy that they'd rather just give you a credit than talk to you.
If you get no luck through customer care - dial 611, wait for option to cancel service - you'll be connected to retentions, and they are allowed to give a lot more.
They have changed things up recently, though.. If you've had a number of credits in the past then you're likely to be declined when requesting further credits..
A while back, I was checking my phone bill online and noticed that I didn't have the unlimited text plan I thought I did. So I added the service with their website. The next month I looked at my bill, and I noticed a $150.00 for text messaging, for going over my plan.
So I call AT&T and the young woman I spoke with looked up my account, and then said she would get a manager. The manager I spoke with verified that I had made the change to unlimited text plan, but it wasn't put into effect. So she immediately credited my account for the text overage.
Both people were very helpful and nice. In fact I haven't had any bad experiences with AT&T's customer service. Maybe it's my voice, and they decide to be nice to me. IDK.
dratsablive said:
A while back, I was checking my phone bill online and noticed that I didn't have the unlimited text plan I thought I did. So I added the service with their website. The next month I looked at my bill, and I noticed a $150.00 for text messaging, for going over my plan.
So I call AT&T and the young woman I spoke with looked up my account, and then said she would get a manager. The manager I spoke with verified that I had made the change to unlimited text plan, but it wasn't put into effect. So she immediately credited my account for the text overage.
Both people were very helpful and nice. In fact I haven't had any bad experiences with AT&T's customer service. Maybe it's my voice, and they decide to be nice to me. IDK.
Click to expand...
Click to collapse
I worked there for about 8 months - it's really luck of the draw. There are so many grey areas in their policies, and not everybody is made aware of some of the less common issues/procedures to deal with them.
You just have to hope that you get a hold of somebody who knows what they're talking about (or has a manager who does), & that they're in a good mood Honestly, there are very few things that they can not do (without a transfer)
My experience with AT&T has been positive. I have had accidental international data overages and have been credited.

Sprint Retention

WOW! Has anyone every been told, "It's during the holiday and I really don't wanna deal with you. So do you wanna cancel your contract or what?" Sprint Retention department said this to me talking to them about WANTING to renew my contract and get new phones. So when the big boys go back to work on the 2nd I guess I will let them know their after holiday, before holiday people don't give a **** to get their customers to resign.
mdean1981 said:
WOW! Has anyone every been told, "It's during the holiday and I really don't wanna deal with you. So do you wanna cancel your contract or what?" Sprint Retention department said this to me talking to them about WANTING to renew my contract and get new phones. So when the big boys go back to work on the 2nd I guess I will let them know their after holiday, before holiday people don't give a **** to get their customers to resign.
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Click to collapse
Wow...Should have just canceled the contract without ETF.
rasengan82 said:
Wow...Should have just canceled the contract without ETF.
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I probably should of but I have a several year old grandfathered plan that they can't take from me so that is why I didn't. I got 3 lines and don't pay what most pay today with theirs.
that's a bit odd
i got a $25 break last week from them
AFTER i told them i was terminating
ported out this week
and went back to GSM
[payed the ETF]
the guy i talked to today
was friendly and helpful
[they charge tax on the ETF...]
fwiw
Nobody is exempt from having a bad day, not even a Sprint customer Rep working on a holiday...
Sent from my Nexus S 4G using xda premium
Wow....I would have asked for the person's name and/or employee#and then asked to speak to a supervisor...and no, no one is exempt from having a bad day, but you don't take it out on customers
Sent from my Nexus S 4G using xda app-developers app
Bruce lee roy said:
Nobody is exempt from having a bad day, not even a Sprint customer Rep working on a holiday...
Sent from my Nexus S 4G using xda premium
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Doesn't matter. At that point I could of cancelled and got out of ETF and all. You don't treat your customers like that.
Lol, your post really says nothing. I can definitely push buttons from both ends of a phone conversation. I've told many a customer to please just go elsewhere. If you were in the retention department you had already escalated and threatened to cancel your contract and the rep called your bluff. That's the only interpretation possible from your post.
¿dpeeps74?
Their retention dept is horrible!!! I had to file a formal complaint against one of their employees because he was so argumentative with me. I was calling to see if they could lower my bill at all in order to keep me as a customer. The moment the employee got on the phone he was arguing with me about how t-mobile absolutely does not offer any type of totally unlimited plans....their customers updates do not get the updates first....their service is not really nationwide.... I told him I would be calling better business to report the conversation and hung up. 5 minutes later, my phone rang and the employee was apologizing to me lol
their customer service has gone way downhill recently, and this is among many other reasons I'm switching to tmobile as soon as I can get a nexus 4
dpeeps74 said:
Lol, your post really says nothing. I can definitely push buttons from both ends of a phone conversation. I've told many a customer to please just go elsewhere. If you were in the retention department you had already escalated and threatened to cancel your contract and the rep called your bluff. That's the only interpretation possible from your post.
¿dpeeps74?
Click to expand...
Click to collapse
Actually that was never the case. I never threatened to cancel. I asked them a question that with a little negotiation would of resulted in 3 renewed contracts as well as 3 purchased phones. They sent me over to that department where right out the gate I got the same arrogant type attitude you are giving me. I assume you work for retention and I can see how just disrespectful that department is now.
Remember pal, the consumers sign your paycheck.
Interpret that.
The end!
hp420 said:
Their retention dept is horrible!!! I had to file a formal complaint against one of their employees because he was so argumentative with me. I was calling to see if they could lower my bill at all in order to keep me as a customer. The moment the employee got on the phone he was arguing with me about how t-mobile absolutely does not offer any type of totally unlimited plans....their customers updates do not get the updates first....their service is not really nationwide.... I told him I would be calling better business to report the conversation and hung up. 5 minutes later, my phone rang and the employee was apologizing to me lol
their customer service has gone way downhill recently, and this is among many other reasons I'm switching to tmobile as soon as I can get a nexus 4
Click to expand...
Click to collapse
I totally agree. Dealing with Sprint USED to be a pleasant conversation. Now I cringe at the thought of calling them and my bill in the past year from their price increases has went up well over 20 dollars. 20 dollars that they tell me I am grandfathered in and paying the same price as when I signed up. I have all my bills and can show them where that story is complete BS. Thing is I don't nor had any intentions on cancelling. I was actually wanting to renew all 3 lines and get 3 phones and somehow end up on the line with that department and some arrogant fool.
It doesn't matter what phone company your with they all have there moments like this. I've been with Verizon and ATT and now Sprint .Customer service sucks . And not just with the phone companies .
Lol, I don't work for any retention department but I have worked many years in customer service. Fact is, the customer is not always right. You are not entitled to jack. If you don't like it, do just like you say and put your money where your mouth is so you can go deal with some other company's crap service. You are contradicting yourself in what you say happened, so I doubt there was no reason they sent you to retention.
¿dpeeps74?
dpeeps74 said:
Lol, I don't work for any retention department but I have worked many years in customer service. Fact is, the customer is not always right. You are not entitled to jack. If you don't like it, do just like you say and put your money where your mouth is so you can go deal with some other company's crap service. You are contradicting yourself in what you say happened, so I doubt there was no reason they sent you to retention.
¿dpeeps74?
Click to expand...
Click to collapse
I think maybe you should take a comprehension class. I am in no way contradicting a thing and if you read the entire thread you would figure that out. Instead you are reading what you want so you can be arrogant and you act as if no one but you has ever dealt with the public. I'm not gonna argue with you. I know what I said and I know your ego seems to be tripping over your lip and you are trying to put words in my mouth.
Mods please just close the thread before it gets out of control. I never meant for this to turn into a pissing match. Thank you!
You got me all figured out
¿dpeeps74?
A bit off-topic but the NS4G forum in Sprint is locked down I believe lol. Maybe this phone never gets an official 4.1.2 OTA hehe.
highly unlikely
they stopped selling them about 6 months ago...
rasengan82 said:
A bit off-topic but the NS4G forum in Sprint is locked down I believe lol. Maybe this phone never gets an official 4.1.2 OTA hehe.
Click to expand...
Click to collapse
they gave it an official end of life a few months back....it doesn't surprise me that they are closing its forum too.
mdean1981 said:
Actually that was never the case. I never threatened to cancel. I asked them a question that with a little negotiation would of resulted in 3 renewed contracts as well as 3 purchased phones. They sent me over to that department where right out the gate I got the same arrogant type attitude you are giving me. I assume you work for retention and I can see how just disrespectful that department is now.
Remember pal, the consumers sign your paycheck.
Interpret that.
The end!
Click to expand...
Click to collapse
Both of you have valid points
There's no excuse for replying a customer like that but it is the holidays, most people who call around that time are whiney *****es and it's the one department you just can't do right by some people, which, especially 'round this time of year, tends to get to some... Client may be king but there's limits...
Also, you may pay our income, but without us you're screwed too... so...
Also you mentioned you needed a little negotiating to get things in order, ever considered that he was agitated because your request was not a default one? Which in most cases is complex to log or execute?
Again, you may be paying our checks but were at the helm still and honestly, most of us don't really care about losing a customer, it's above our pay-grade to care
Sent from my Nexus S using XDA Premium HD app
belh4wk said:
Both of you have valid points
There's no excuse for replying a customer like that but it is the holidays, most people who call around that time are whiney *****es and it's the one department you just can't do right by some people, which, especially 'round this time of year, tends to get to some... Client may be king but there's limits...
Also, you may pay our income, but without us you're screwed too... so...
Also you mentioned you needed a little negotiating to get things in order, ever considered that he was agitated because your request was not a default one? Which in most cases is complex to log or execute?
Again, you may be paying our checks but were at the helm still and honestly, most of us don't really care about losing a customer, it's above our pay-grade to care
Sent from my Nexus S using XDA Premium HD app
Click to expand...
Click to collapse
It's above your pay grade to care about your job? Seriously?? That is a piss poor attitude to have in this economy when your job could be depleted tomorrow. Do you work for Sprint Retention Department? If you do are all you people in that department this arrogant? I started this thread because I couldn't believe the nonsense that was said. Not so you or anyone else can whine, moan, and complain about what kind of job you do. If you don't like your job then quit. There is millions of others lined up that want your job that will do it without the damn complaining.
Furthermore, you never asked what my negotiation was so who the hell are you to consider it agitating? Nothing in life is "default" so if you aren't willing to figure it out or find answers then your life is gonna be a very long road.

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