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11/25/2008 Archived Entry: "Sprint Nextel is pissing me off."

Here is a copy of the letter I email to Sprint's customer service. I doubt they will resolve my issue. it may be time to look for a new carrier.

To whom it may concern,

My name is Brendhan Horne. I am the project manager of the voice data division for Summit Electric.
I have been with this company for almost four years and have used a Nextel Sprint phone the entire time I was with this company. I also used one for 7 years with the prior company of employment until the owner's retirement. In that time I have carried the Service and Repair insurance on the phone. I have had two incidents in that time where I have tried to have the phone repaired or serviced. In both cases I was not helped.

My first incident was a year ago when the LCD on the phone went out. I was informed that was not covered. I at that time accepted the response. I went ahead and went with the upgrade that was recommended by the dealer. Which also included for some reason having my contract extended.
Recently this phone an ic502 has come to have some keyboard issues. The buttons work but you must press them rather hard to get them to work. I went to the dealer in the hopes of having the keyboard cleaned. Rather than being able to clean or deal with the keyboard issue the dealer mentioned that it was liquid damaged and not covered. I would have to place the insurance claim.

At this point logic seemed to fly out the window with the dealer. I asked could I get a replacement keyboard which apparently also includes the motherboard. He said not they don't keep those in stock. I asked could he order one the answer to that was no. I called 611 and asked if I could order a replacement part and install it myself. Apparently Sprint does not deal in parts nor do their dealers.
However they were more than happy to have me purchase an upgrade and extend my service agreement.

There was discussion of the total insurance plan however that would also not cover the incident with my phone so I guess it is not that total of coverage plan.

I also wanted to get a belt clip case for my phone but apparently no one stocks for that old model of phone anymore either.

So after 10 plus years of service plus insurance payments I guess the guise that is suppose to be peace of mind has fallen asunder. While I enjoy the 2 way and coverage. I cannot believe that I cannot get a part for my phone because it is a replacement and not a repair. So I call customer service this morning and asked if my antenna was broken would they repair it with a new antenna. The agent said yes. So replacement parts are available but I guess it is somewhat discretionary as to what parts.

I would like without having to jump through hoops of have to call Asurion for a replacement phone with a $50 deductible either to have my phone fixed as the insurance I have on the phone should cover it. I realize that the split hair between what constitutes a repair has kept the lawyers very happy and they will be more than willing to spout out all the fine details but I believe that I should be able to get my working phone brought back up to 100% from 98%. Without having to force me to upgrade, extend, or go through the insurance.

Please contact me on my phone at xxx-xxx-xxxx because it works. Despite them now labeling my phone damaged beyond repair.

Sincerely,
Brendhan

Posted by Understudy @ 11/26/2008 09:29 PM EST

Okay because my wife doesn't get I will explain it in simpler terms.

The keyboard is sticky.
While it may be attached to the motherboard. In my opinion it should be a serviceable part. And you will find that anything that happens to the keyboard suddenly is not covered by the insurance. So basically the insurance doesn't do anything.

But I have been paying it for years. Basically it does nothing. I am not willing to pour the money to have the phone insured and then have them tell me the insurance doesn't cover anything I would actually do to the phone.

And having to pay the $50 deductible for another phone is ridiculous. It is just insult to injury.

Posted by Understudy @ 11/26/2008 10:08 PM EST

So Sprint is still lacking a clue.

Dear Brendhan Horne

Thank you for your reply.

I apologize for the inconvenience caused to you due to the problems in
the handset.

We have received two emails from you and I am addressing both the emails
in this interaction.

The $4.00 Equipment Service & Repair Program is added on the account.
This does not include liquid damage. I apologize that you were not
informed about this.

As you are facing problems in your current handset, I would advise you
to upgrade the handset with the different model taking the advantage of
upgrade eligibility.

The account reflects that currently you are eligible for the $150.00
instant rebate along with the overlay and mail in rebates associated
with the phone. So, you can upgrade for a new phone at the online Web
site price.

You can order a phone by contacting our Telesales department at (800)
777-4681. A Specialist would be happy to assist you. Alternatively,
you can visit any of the nearby Sprint store to purchase a new phone.
You can locate a Sprint store through the hyperlink:

www.sprintstorelocator.com

You can view all the plans and phones at our Web site: www.sprint.com

Click on ?View All Phone? and click on View All Plans to view the plans
and phones.

I have again arranged a call for you to discuss the issue further. You
would receive the call within 24 hours.

Thank you again for contacting Sprint. We appreciate your business.

Sincerely,
Anna T.
Customer Service Specialist
Sprint

This was my response to them.

This does not solve my problem. While it may seem like it does to you. It does not to me. Having a repair insurance program and then not actually covering anything that could happen to the phone seems deceptive at best. Liquid damage is simply an excuse for you to not to have to cover my phone.

It also seems rather incredulous that you are willing to offer an upgrade and I am sure a contract extension.

So here is my offer. You can send the parts needed to replace those in the phone. Or you can send another ic502 phone and we can activate that. I would expect either of these to be done at no cost.

I think I have been extremely fair about this matter. Considering I have this account through my company and another phone on a personal account my wife uses. And checks with other providers and what their insurance covers shows that I have options.

Per my dealings this is what I consider poor practice.
1. Having insurance that does not actually cover anything that would actually happen to the phone.
2. Not having replacement parts available for my model of phone which I purchase only 1 year ago.
3. Claiming to have attempted to contact me via my phone and then claiming to have not been able to. When my records show no such calls were ever made.

Please reconsider the standards you are currently using. They are not conducive to continuing a business relationship.

After having written the above I called the Telesales department as you recommended. I asked how much it would be for an ic502. With a 2 year contract extension and the rebates the phone would still cost us $190.00. This is extremely bad form. The same model phone would cost me more than I originally got it for. Plus a another contract extension. Please consider the options I presented.

Sincerely,
Brendhan

Posted by Understudy @ 11/27/2008 10:12 AM EST

Sprint might as well just hire robots.

Dear Brendhan,

Thank you for your reply.

I understand that you are upset as the liquid damage is not covered
under the Equipment Service and Repair Program (ESRP). However, it is a
program which is managed by third party. So, we are unable to make any
changes in this matter or ask them to change the phone.

I am sorry but we are unable to send the parts or send a new ic502 phone
from here. Please get the phone repaired by visiting the Sprint repair
center and reply with the receipt (reflecting the repair charges) as an
attachment. We will waive off the charges up to $50.00.

To locate the nearest Sprint Repair Center, please click on the
following hyperlink :

http://www.sprintstorelocator.com/

Please select the radio button for repair center and you will get the
address and the number of the store on this page.

One of our representative (Eric R) tried contacting you as of November
26, 2008. However, was unable to get in touch with you as the call
rolled over to voicemail.

We appreciate your business. Have a great day!

Sincerely,
Michelle N.
Customer Service Specialist
Sprint

*

So basically if I go to a repair center I will get my phone fixed. I would have to cover anything more than the $50 deductible. Not what I wanted, but I figured I would see what happened. I replied with the following:

Please inform the Sprint center at:
Cross County Plaza
1870 North Military Trail
West Palm Beach, FL 33409
(561) 242-0007

That I will come by on Saturday. You may want to check to see if they have parts which according to my last conversation with them they do not. That status may have changed. If they can repair the phone that day I will be fine with that. If they need to hold on the phone for a few days I will have to wait until they have the parts in.

If someone form sprint tries to call and it goes to voice mail it is most likely because I am already on the phone or in a building that does not get good reception. Try leaving a voice mail next time and a direct number.

Sincerely,
Brendhan

**

Here is the reply I received.

Dear Brendhan,

Thank you for your reply.

I have forwarded the request to call the Sprint store (at the address
provided by you) on your behalf. One of our representative will call
the Sprint store and will call you back with the information in this
regard.

I apologize if you have not received voice mail in the last time when
our representative tried contacting you. I have requested them to leave
voice mail with the detailed information this time, if they are unable
to get in touch with you.

It will be a pleasure assisting you. Have a great day!

Sincerely,
Michelle N.
Customer Service Specialist
Sprint

Well here is what happened today.

Today was nothing more than a complete load of fail.

I went to the repair center I mentioned. I asked for the manager I waited 20 minutes before he showed up. I only waited that long because I had hope. A personality flaw I my part that I will not have again.

Marco, the manager, had not been communicated with nor was there anything in my record based on any of the previous emails. When I showed him our correspondence he could have cared less.Your corporation will be happy to know he did nothing more than spout the company lines. All of which I have heard before. You can make him manger of the month.

When I asked him if he had a replacement ic502 he said he would go to the back and look. He came back another 15 minutes later. And basically stated all I was eligible for was an upgrade. So basically our communications mean nothing it is nice to know I have continued to waste my time. Something which I am no longer inclined to do.

I made very fair offers before via our emails. For a phone that works and only has a sticky key everyone has done everything they can to avoid trying to repair the phone.
I believe at this point time my options are no longer with customer service. If Nextel corporate has any desire for all the phones I have with them to continue I believe someone from corporate should contact me with the remedy I have offered. I am sure the lawyers are thrilled that everyone did exactly what the rules and the third party contracts limit them to. I find this to be unsuitable in the business I practice and unsuitable in the business I deal with.

From my previous emails I had listed 3 dealings I considered poor practice. I am adding number 4.
4. Failure to communicate with the repair center and inform personnel.

Brendhan

I think I have been patient enough.

Posted by Understudy @ 11/29/2008 01:25 PM EST