Sprint
Queja 35611 Detalles

I have been a "premier" customer for years (unlimited everything plan). Coverage is somewhat spotty where in Vermont even though I have to pay for 4g Data premium service for the past few years and it doesn't exist in this area. I had a htc evo and saw the commercial for 4G and Samsung Epic, and though it might help speed things up. So, I went to the Spritg Store at Maple Corners in Williston VT.
First, I questioned why the same Epic phone was more expensive at Sprint then at the nearby radio shack. I was told by Tyler, "the phones at Radio Shack are made at alternate facilities using lesser quality parts". I didn't believe it and chocked it up to youthful enthusiasm. I purchased the phone at the Sprint Store on October 18 and received a time stamped receipt for 5;04pm and was told I had 14 days of activation to make up my mind.

While a nice phone, it did nothing better (no 4g and spotty service in areas) than my evo. I spend half my time in Hollywood FL, and had trouble getting 4g or any service at our complex. I got back to Vermont on October 31 and brought the phone back to the store in the early afternoon on November 1 (within 14 days of October 18 at 5:04pm) and looking to reclaim my EVO. It was still at the store.

At first, I was told ok. Then, the clerk told me no I was past the 14 day period . I explained 14 days of activation would end at 5:04 the same day...and it was only 2:00. Still they refused, I asked to speak to a manager. Tyler called Neil, who I understand owns the store and a kiosk at the University Mall. (While I was waiting, they were taking a deposit on a Samsung Epic from a new customer and used the phone i hoped to return as a demo since none where in stock). I finally got Tyler to let me speak to Neil, who continued to say "no...Count October 18, then 19, then 20 etc...and the phone should have been returned October 31.". I reiterated...Sprint offered the 14 days, gave me a time stamped receipt and the 14 days were not up yet. I told Neil, who was at the kiosk, I would come over to explain in person.

During my ride, I called Customer Care...the person agreed with my logic and called Account Services. When he came back, he explained Account Services refused and agreed the "clock" included a full day on the 18th. I asked to talk with Account Services and was refused. I asked to talk to a manager and was refused. Nowhere to appeal

When I got to the kiosk, Neil had two Security Guards come over promptly. Considering I hadn't threatened him, and I am a long term customer and we were talking about a $300 phone, I was insulted to be treated like a thug. Smugly, Neil dialed customer care and asked whether it was day 14 or 15 on my account...held the phone out...put it on speaker...the person said 15...Neil took it off speaker...spoke to the person as I asked to speak directly to the person on the phone to explain my position. I was ignored by Neil, who hung up and said "Done". I explained Sprint would lose my business, I would register a complaint with Sprint and the Vermont State Attorney General. 14 days is 14 days...not 13 /2. He said "that's your prerogative. I asked for his supervisors name. HE gave me the first name "Rocky" but said he wouldn't give me his last name or phone number claiming it to be proprietary. I have not heard from "Rocky" or Neil since.

I realized when I got home, I was not given back the rest of my original paperwork from buying the Samsung and the new two year contract. So, I went back the next morning to the store to retrieve it. Neil couldn't have been less interested. Without getting up, he said "It's not here". Tyler said if it was left at the store, they would have shredded it..."Corporate Policy" as I was told. I would have to contact corporate to get another copy. Is this true?

All I wanted, was to get back to my phone EVO and remain on my old plan. The Samsung didn't help me, so why pay more and commit to an extra term. Now, for the price of a $300 phone, Neil has lost the $2000 per year and the lifetime value of me as a customer. And, I was only asking for what had been offered...14 days.

Now, I am a disgruntled customer, complaining online, the Attorney General. All foolish, but well within my right since I was misled and treated unfairly. At this stage, I refuse to pay any termination fee and have alerted AMEX that I will dispute any charged from Sprint. I would simply like to return my phone and receive my payment for it back along with the EVO.

Update as of 11/10/11 - I received an email from Dan Hesse (the office ofthe CEO). I responded with this information beig posted and received a call from Sandra. As she strted to look into it, my EVO has already been sent back as a buyback (even though I forewarned the store that this transaction is in dispute).

As resolution, I would simply like the payment of $210, which represents what I paid for the Samsung and assurance I will not be charged a termination fee.