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The issue in GetHuman-cmalifan's own words
First, I was reluctant to write, and ultimately send this letter. To be totally transparent and honest, I am writing this with mixed emotions* anger, frustration, some degree of betrayal, and regret because I have been with Sprint so long. I wanted to share my latest experience with Sprint’s customer service during the period of August **th through September **th of this year. Admittedly, I have not had much experience dealing with the customer service staff, despite the fact I have been with Sprint since May of **** – ** years of uninterrupted loyal patronage. During those years, I have purchased new phones*devices, changed plans as necessary, and upgraded devices as well. The plans and devices changed and grew with my family, my wife and now, five daughters, all of whom have phones from Sprint.* *The catalyst for this most recent series of, essentially, negative interactions, was two-fold. My youngest now required the use of a phone, and my two oldest, were obtaining separate plans – based upon my recommendation to remain with Sprint. At this point, my “Everything Data Share **** Family Plan” consisted of six cell phones and an iPad line (* lines in total). On Wednesday *******, I called Sprint (***) ***-****. During an estimated * hour and ** minutes, I confirmed the cancellation of * line (that was picked up on my eldest’s new Sprint account), the lease pay off for two devices, and a plan change to “Everything Basic Plan”, which also included an upgrade to an iPhone * for my youngest. I was told the plan would take effect on **** and a “loyalty credit” was applied to the new iPhone * (approximately $**.** applied to the monthly lease payments for ** months). *The primary representative I dealt with identified herself as “Bee” from Oklahoma. It seemed, as though things were set, and the new iPhone * would likely arrive in a couple of days. On Friday *******, I activated the new iPhone ** “Jeff” was very helpful in that regard, however, he enlightened me with respect to my new plan. The new plan apparently did not recognize “loyalty credits”, so the price I was just quoted by the person (Bee) who facilitated my plan change, was incorrect – now paying full price each month. Jeff offered a $**.** discount for the next * months in an effort to make up for the misleading information received days earlier. Although not thrilled, I accepted Jeff’s offer and moved on. * *To condense the lengthy sequence of events, let me recap the following additional * interactions (**** - ****), which, coupled with the above * interactions, totaled an estimated * hours and ** mins of my time attempting to upgrade * of my devices. Please keep in mind that I have memorialized all of my interactions*conversations during this period, and am quite confident of what exactly was said and when it was said to me, and by whom (if I was able to understand the name when each identified themselves). It also should be noted that during each of the subsequent interactions, despite the fact an “interaction ID code” (I**********) was provided by “Eric” on ****, I was transferred multiple times to various representatives, some of whom were difficult to understand.* *When speaking to Eric from account services on ****, I relayed what I was told the day before (****) by “Max”, he could not offer me any deals on the upgrades for * of my devices. I also mentioned I had been with Sprint for ** years, and had just noticed the great deals offered to new customers, but was unable to receive any such deal. Ultimately, after informing Eric that I honestly felt I would need to switch carriers, he offered the following: a $***.** credit on each additional upgrade on any phone, including the iPhone * that I just received. Essentially, the $*** credit would be applied to each upgrade over the life of the **-month lease, i.e., an iPhone * * $**.** per month, and the iPhone * Plus * $**.** per month. Since I needed to return the iPhone * under the **-day SSG, it was suggested that I take care of the return first, and then upgrade all * phones together based upon Eric’s offer. Eric assured me that the offer would be documented under “Interaction ID” code * I**********, and the corresponding notes would be available to any other representative from Sprint.* *The next couple of days (**** & ****) were extremely frustrating when attempting to upgrade based upon the offer received from Eric. Although multiple representatives acknowledged the existence of the interaction ID and its content, I was transferred numerous times during each call. During my last interaction (****), and probably the *rd or *th representative, I was told the interaction ID notes now indicated the deal only applied to my device! And a **% discount for one other line! I was beside myself* not only did I spend (or waste) all those hours on the phone, I was (basically) called a liar! Again, I know what was said and when it was said* this type of unscrupulous treatment should not, and will not be tolerated. Regrettably, I sincerely feel as though I have no other choice than to leave Sprint, despite MY ** years of loyal patronage.
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