Take advantage of a promotion by activating a new line ... Sprint Headquarters **** Sprint Pkwy. Overland Park, KS *******Dear Sir:***My name is Ken Costich * Cell *(***) ***-**** *. Having spent * years in combat, I am a VA ***% combat disabled Vietnam Veteran. That said, I am not used to being treated like trash.**I have been a loyal SPRINT Customer on autopay since ****. I recently wanted to upgrade * of my iPhone *S to iPhone * and iPhone **. Instead of being treated like a good and loyal customer, I was treated like trash. It was demeaning, insulting and unconscionable.**Initially, I went into a Sprint Authorized Dealer (**** E Grant RD, ****, Tucson, AZ) on June *, **** and inquired about upgrading my iPhones under the “lease one, get one free” promotion for adding a line. I explained thoroughly what I wanted to do and was told I could do it. I went back the next day with more questions and spoke to Travis R. He answered my questions and again validated that I could implement the promotion as discussed.**On Monday June *, I went back to add the line and make my purchase, another rep was there (Tristian Polanco). He told me I couldn’t use the promotion in the way I had been assured I could. I told him his information contradicted that given to me by * other reps. He said he didn’t care. I asked him for verification…he refused. I asked for his manager’s phone number…he refused. I asked for his District Manager’s number…he refused. I asked to see a copy of the promotional lease agreement…he refused saying he wasn’t going to show me anything. In frustration I blurted out, “Well what the f*** are you going to do for me? I’m trying to do business with Sprint. Do I have to go to Verizon?” His answer was “I don’t care…get out of my store”.**I then went to the Sprint store on Broadway and they advised me to call Customer Retention. I did and spoke to Nadine at about *PM MST. She offered me a deal (Ref ***********). When I went to do the deal with the Sprint store, they refused to honor it…(in fact, the rep I was doing business with, Martin, walked out to go to lunch without even telling me he was leaving). When I called to purchase the deal over the phone with Richard, he refused to honor it. He transferred me to a Supervisor named Asyal (spelling? Badge **********). She created ref *I*********. She said she would research it and call me back the next morning. I NEVER HEARD FROM HER AGAIN. Richard also promised to call me back the next day at noon MST…he failed to do so.**I called Sprint Customer Retention again and spoke to Kandi (spelling?) who made another commitment to me (ref * **********). She said she would research it and call me back the next morning which she did. She gave me a commitment which was less than the original commitment form Nadine, but I agreed to accept it. When I called to order it, Victor in sales refused to write the order so Niki (spelling?) from customer retention got on the line. She said she couldn‘t enforce the commitment made by employer representatives of Sprint.**Bottom line, I brought you a new line of service and got practically nothing for it. Even the new line, since it was new and Sprint wouldn’t migrate*port the existing number, I had to buy a new phone instead of getting the promotional free phone.**Why is it that Sprint does not stand behind the commitments that Sprint representatives make to the customer…even if the representative made a mistake, Sprint should honor it or does Sprint have no honor?**Sprint…as information, Loyalty is a *-way street. I was forced into accepting a minimal deal because your promotions are scams. I was lied to, repeatedly, ** hours of my time was wasted and I (a loyal, autopay customer for * years) was treated like trash. That is a totally unacceptable. The unprofessional and unethical way in which I was repeatedly lied to with bait and switch tactics is unconscionable, and perhaps, even illegal. As a former Director of Sales at AT&T, I can speak with authority that Sprint’s actions in dealing with a loyal customer were inexcusable and an embarrassment to the communications industry. It is also an laughable enigma that Sprint Customer Retention reps have no authority to enforce the commitments the make to customers.**While I remain a Sprint customer for now, I will be examining my options. Again, loyalty is a *-way street. I have been a loyal customer and advocate of Sprint for the last * years. I will now vehemently respond to anyone who asks about Sprint service in the negative and do my level best to vehemently dissuade friends and acquaintance from doing business with Sprint.**On a positive note, when I went back to add the new line of service at the Sprint store on Broadway, A rep by the name of Johnny Martinez saw me being ignored. Even though he had signed out for the day, he asked what I needed. I told him and he cheerfully signed back in to help me. He was pleasant, efficient and effective. He is to be commended.**All I really want is for Sprint to keep the promises their retention department made to me…that is what’s fair, ethical and professional.
I was repeated losses to and treated like trash
* year loyal customer...Sprint needs to realize that loyalty is a * way street
Spent ** hours on the phone talking to customer service reps who lied to me.