This problem has been going on for several weeks. In July I added monies to my account as I was out of minutes. A couple days later, I called Assurance to confirm my monies would be carried over to August. The rep I spoke with asked how I liked the service and was I satisfied. I told him I was happy with the service but the phone I received has problems: dropping calls, can't receive or send phones, text messages don't download, can't access internet etc etc etc. The rep apologized and said would send new phone will call back on Aug * with tracking information. I never received a call back. Fast forward to August *, agent said, no record of new phone request, but phone was sent July **. I checked records, July ** **** the phone I now have was sent. Requested supervisor, talked with Frank, explained situation said will get new phone ordered and sent with no charge, will send ref * and tracking number to my personal email. August *, no email received. August * **** **am MDT got rep explained situation said will escalate I should have a cb in ** minutes. No call back. **:** am I called and requested to be put in contact with US rep, rep refused and hung up. **:** I called back, once again asked for a US rep, cs rep argued and put me on hold with sprint IVR. **:** rep back I explained voicemail issue and wanted refund of ** minutes on vm as phone doesn't always disconnect. More argument over how to use voicemail. (I am technically savvy and don't need this repeatedly explained to me.) Once again req US rep, again put on hold. **:** rep back, not listening to what I am saying, again requested supervisor. Put on hold again. **:** rep again explaining minutes. Once again I said I understand how minutes work and requested supervisor. On hold again. **:** Rae on the phone, I explained AGAIN and put on hold. **:** Rae, said phone activated ********...I said no, this phone activated ****...last year. On hold again. **:** Explained to Rae AGAIN all the phone problems and how I have been lied to several times. Requested senior supervisor. **:** Got supervisor, before I could explain, the call hung up. **:** called back got disconnected in the IVR. **:** called back got Shane, explained again, asked for super and was put on hold AGAIN. **:** rep now saying she is in the US (outright lie) and trying to sell me a replacement phone as this phone out of warranty. I requested supervisor and was put on hold AGAIN. **:** Tt Gabriel, same story, explaining vm minutes. Again, I said I understand and this is only a symptom of the problem which is the phone itself. I asked for a phone number for the US and a senior supervisor. Put on hold but line not muted, I could hear background conversations in Hindi. *:** Gabriel says sending to escalation department and refused to get senior supervisor on the phone, refused US phone number. ON HOLD AGAIN.**:** TT Aaron who claims to be a supervisor, at least he had read through the file on the problems. Refused US rep or phone number. I said, " Tired of being lied to, mis-led etc. Been on the phone with Assurance for * hours and ** minutes trying to get this situation resolved. Been disconnected, hung up on, and am tired of the BS being slung at me."**What I received is lots of platitudes. I worked for ** years in a call center for Citibank in Albuquerque, New Mexico. I know how these things work. India has MAJOR language and training problems.***PM I do have a confirmation number for a new phone: ********* and a reference number **********. Whether or not I will get a new phone remains to be seen. *It's important to note, the Sprint email address given to me by Assurance Wireless supervisor, Aaron, bounced. He gave me:******@***.com
GetHuman-mericon did not yet indicate what Sprint Corporate Care should do to make this right.