I can't believe this!
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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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?
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.
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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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