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Tell us w July 14, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that his fiancé contacted our Customer Care department to add his name to her account He further stated that our representative asked her to verify his name, address, and security information thinking that she could add his name to her account However, when he visited one our retail stores he was advised that this process must be completed online Mr [redacted] stated that our representative did not provide this information Moreover, he stated that he wanted to cancel his services and our representatives offered him a $credit if he returned his device; however, he owns his device As a result, Mr [redacted] requested that we allow him to cancel his services without incurring any cancellation fees We regret any possible misunderstanding that may have occurred regarding this matter Our records reflect that Mr [redacted] purchased his device on July 3, 2016, at a subsidized price with his acceptance of a two-year service agreement As a result, he has a valid service agreement on his account until July 3, During our conversation with Mr [redacted] on July 5, 2017, we advised him that a transfer of ownership can be done online or at one of our retail stores He stated that he was just adding his name to his fiancé’s account and that he provided his information to her Further, he reiterated his dissatisfaction because our representative did not advise them that this process could be done online Although we did not find a Sprint billing error regarding this matter, as a goodwill gesture, we offered Mr [redacted] a $credit to offset his remaining valid monthly service charges since a $was applied to his account on June 23, 2017, to offset another portion of his charges Mr [redacted] declined We respectfully declined to waive Mr***’s $Early Termination Fee because he stated that he sold his device to his current service provider and the fee is valid We appreciate Mr***’s taking time to provide details of his experience with our retail representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and will utilize this input to improve our training and processes If we can be of further assistance with these concerns, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst hy here

July 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] submitted on June 29, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to resolve his equipment concerns Mr [redacted] stated that he purchased an iPhone device and remitted a payment towards the remaining cost of his Installment Billing balance However, he was advised that an additional payment of $is required in order to unlock the device Therefore, Mr [redacted] requested that Sprint review this matter and unlock his device Sprint has reviewed Mr [redacted] ’s complaint Please note that unlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of the device to allow another carrier’s SIM card to be inserted (either domestically or internationally)Unlocking a device will not necessarily make a device interoperable with another carrier’s network In other words, a device designed for one network is not made technologically compatible with another network merely by unlocking it Additionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network) Additional information about unlocking may be found at www.sprint.com/unlock Sprint will unlock a device under the following circumstances: Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options The associated account is in good standing The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked The device has been active on the Sprint Network, currently or in the past, for a minimum of days According to our records, on February 8, 2016, Mr [redacted] purchased an iPhone device via Sprint’s Monthly Installment program and remitted a payment of $towards the down payment of the device Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay We confirmed that Mr [redacted] ’s iPhone device associated with phone number ending in [redacted] is not eligible for unlocking due to a remaining balance of $for the remaining balance of his Installment Billing balance We spoke with Mr [redacted] on July 7, 2017, and we relayed the aforementioned information to himMr [redacted] stated that he will review his records and contact Sprint if he requires further assistance We attempted to follwith Mr [redacted] on July and of 2017; unfortunately, we were unsuccessful We regret any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance with this matter, Mr [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between a.mand p.m., Eastern Time Sincerely, /s/ Romualdo F Romualdo F Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Today on January 30th at on the phone with sprint and the Interaction id is ( [redacted] ) ( id # Kris) As I stated previously I was in the store on August 28th which is notated on the account showing I paid $for a replacement charging port as well as being in the store on the 26, of August This is the repair that Sprint refixed on my phone without my knowlege and didnt have me sign off to give permission to do the repair, then the culver city store held my phone randsome intill I paid for the same repair a second timeI had to argue with the manger to get my phone back Then they told me the issue was I needed to upgrade my phone and they also tried to tell me the repair was faulty because I didnt take care of my phonewhich is in a full wallet case with a glass cover They used a sellig tactic to try to get me to purchase a new phone So, I was also stuck in the store and addiditioanl two hours trying to get the phone back They also told me they didnt need to have me sign off to do the repairAlso, I had to argue to get them to look on the computer to get them to find the reapir I paid forwhich they eventually did So, I ave just asked sprint again to send the info on the repairs and the dates of me being in the store to the office of the ceo and meshe stated she couldnt send them to me I dont understand why office of the ceo coulnt find the record of me being in the store on the 26th, 27th and 28thI confirmed it In addition, this is when I was having major techinal problems due ot the fault repair at sprint and my service and internet were not working properly which I reported numerous times, and this is why they aslo agreed to put me in the $doller a month plan Also, Spring refused to unlock my phone when I own them both outrightone I havent had on the account in over a year and a half which I own, and they wont unclock itI wasnt even using it on the accountAgain, disputing the charges, and sprint is unprofessional they send you into a machine and not take your cal.l Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Joann [redacted]

March 2, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , Rebuttal - [redacted] Sprint Account XXXXX Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal filed with your office by Mr [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention once again In his subsequent filing, Mr [redacted] states that the member of management with whom he originally spoke from our Customer Care department did not accept responsibility for the actions of the representative who provided him with incorrect information regarding the ability to activate one of two devices under Sprint’s Bring Your Own Device (BYOD) promotional offering He believes that his concerns were brushed off, and that the misinformation he states that he received cost him a lot of money Mr [redacted] further states that he requested to speak with another member of management regarding this matter but was denied that opportunity, and requests that his case with your office remain open We regret that Mr [redacted] remains dissatisfied with Spexrint’s position in this matter We attempted to contact him on February and 27, 2018, respectively, to further discuss his concerns; however, our attempts were unsuccessful and we have not received a response to those attempts, to date Sprint’s original response explained the BYOD program and that eligible devices are limited at this time We further explained that if the non-Sprint device is a CDMA device, voice services may function, although many other features and services may not and system and network updates may become problematic over time with the non-Sprint device Sprint works carefully with device manufacturers to optimize Sprint devices for the Sprint networks, systems and software choices to ensure the best possible wireless experience At Mr***’s request, his concerns were previously escalated to the management teams of both Finance and Executive & Regulatory Services for further review of his concerns Our Finance team confirmed that once a consumer gives authorization for completion of a credit evaluation, which is required for account establishment, the credit inquiry cannot be removed And, while we regret the inability to activate Mr***’s AT&T device on the Sprint network, and the time he states that he spent trying to get this matter resolved, additional review by next level management yielded no changes to our prior position Sprint strives to reach mutually satisfying resolutions to all concerns that are brought to our attention and regret that we were unable to do so in this case, as we would have loved to have had Mr [redacted] as a valued customer We must respectfully sustain our prior position, however, and while we do value his feedback, any further inquiries regarding this matter will be met with the same response If Mr [redacted] needs further assistance or has additional questions, he can contact our office toll-free at 1-844-282-8211, Monday through Friday between a.mand p.m., Central Time Sincerely, Twana TExecutive Services Analyst

Irving, TX June 30, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # [redacted] , [redacted] Sprint Account #xxxxx***, [redacted] Sprint Case # [redacted] To Whom It May Concern, Sprint is in receipt of the above-referenced complaint of [redacted] submitted on June 23, We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms [redacted] ’s filing, she expressed her dissatisfaction with the charges assessed to the account upon cancelling services with SprintSpecifically, stating that she is disputing the monthly installment billing and lease cancellation chargesMs [redacted] requested that Sprint review this matter, apply an adjustment to the account accordingly, and remove all negative reporting from the credit bureaus Sprint has reviewed MsCharlene [redacted] ’s complaintAccording to our records, Mr [redacted] established a Sprint account on September 2, 2015, with one line of service corresponding with phone number ending in *** During this sales transaction, he activated an IPhone device via Sprint’s Leasing program Furthermore, our records indicate that he established a new line of service corresponding with phone number ending in [redacted] on December 24, 2016, by purchasing a Sprint Slate Tablet device via Sprint’s Monthly Installment Billing program Please note effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the device Lease payment varies by device and a down payment may be required and varies by customer and device With a lease option, Sprint owns the device At the end of a lease term, Mr [redacted] can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device For further information regarding Sprint Leasing please visit www.sprint.com/lease Additionally, Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchased For additional information and eligibility requirements customers can visit www.sprint.com/easypay Upon activation of service, Mr [redacted] was provided with a clear disclosure of his monthly recurring access/equipment purchase, and all other applicable fees and chargesFurthermore, we were able to locate signed copies of his electronic Lease Agreements which includes a description of the charges in questionBased on our review, we were unable to identify any miscommunication regarding the terms of his plan or other monthly charges on Sprint’s part during the activation of his current plan Our records further indicate that Mr [redacted] ’s account was suspended for nonpayment on January 23, 2017, and was referred to an outside collection agency on March 4, 2017, due to nonpayment of the outstanding account balanceFurthermore, on April 22, 2017, Mr [redacted] ’s account was cancelled for nonpaymentAs a result, his account was assessed the remaining Lease cancellation and Lease Device Purchase Amount charges totaling $and Monthly Installment Billing accelerated cancellation charge of $as reflected on the May 6, billing statement, leaving his account closed with an outstanding balance due totaling $This balance is comprised of the aforementioned charges as well as the monthly recurring charges and applicable taxes totaling $as indicated on his January 6, through April 6, billing statementsAs such, Sprint considers the charges and our actions to collect the debt to be valid We spoke with Ms [redacted] on June 29, 2017, to discuss her concern in detail and relayed the aforementioned information During our discussion, we offered MsCharlene [redacted] a one-time courtesy adjustment of $to offset the monthly recurring charges, leaving the account closed with a final balance due of $However, MsCharlene [redacted] have not confirmed acceptance of our proposed resolutionShould Mror Ms [redacted] wish to accept our proposed offer, we encourage them to contact the undersigned directly at the phone number noted below on or before July 18, We regret any inconvenience that Mrand Ms [redacted] may have experienced while attempting to resolve their account concerns If we can be of further assistance, Mror Ms [redacted] can reach us by calling the Executive & Regulatory Services Department toll-free at ###-###-####, ext*** I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

January 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] , [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] , which was forwarded to the Executive & Regulatory Services department for review We appreciate your bringing our customers’ concerns to our attention In the information provided, Ms [redacted] states that one of our Customer Care representatives offered her the 250mb plan for each of the new tablet lines of service on her account at a total cost of $each month Ms [redacted] indicates that the new tablet lines of service reflect the 100mb plan at $per each line of service, which she states is the incorrect service plan and cost She further states that the tablet line of service already reflected on her account, ending in ***, was changed to the 250mb service plan; however, this line of service was not to be updated with a new planAs a result, she is requesting assistance with obtaining the 250mb service plan for the lines of service ending in [redacted] and [redacted] at a total cost of $per month We regret any misunderstanding that may have occurredWe have communicated with Ms [redacted] regarding this matter, and based on the information provided, we listened to the call transaction between Ms [redacted] and our representative Our review of our records determined that two eight-inch tablets with a 250mb tablet plan at $per month for each of the lines of service was offered to Ms [redacted] Furthermore, the shipping and activation fees were to be waived A review of Ms [redacted] ’ September 13, 2016, invoice that generated after the tablet’s were added to her account, reflect two new tablet lines of service with a 100mb tablet plan at $per each line of service Since the activation of these devices, Ms [redacted] has been informed that the 250mb plan is not available with the new tablets that were purchased We have attempted to contact Ms [redacted] again to inform her of a resolution, but we have been unable to reach her However, in an attempt to resolve this matter amicably, we can offer to add a 500mb tablet plan to the new tablet lines of service ending in [redacted] and [redacted] at $each month for each line of serviceThis is double the amount of megabytes for the same priceAlso, the existing tablet line of service ending in [redacted] is $less for more megabytes than she had previously; therefore, this tablet service plan can remain Additionally, our representative offered Ms [redacted] two tablets at $each month per each line of service; therefore, the combined monthly service charge for these two devices is $Should she desire to return one of the tablets to reduce the monthly service charge to a $monthly charge for one new tablet line of service, we will allow her to do that; however, should she retain both new eight-inch tablets, the cost will be $monthly for each tablet Ms [redacted] can contact us at her convenience by calling the toll-free number in the final paragraph Lastly, two credits of $and $were applied to Ms [redacted] ’ account on August and September 24, 2016, respectively to offset the shipping and activation fee charges she was informed would be credited The $shipping credit was applied prior to the charge being assessed to the invoice; therefore, the charge and credit are not reflected on her August 13, 2016, invoice The $credit, including taxes, surcharges and fees for one activation fee is reflected on her October 13, 2016, invoice The second $activation fee, including taxes, surcharges and fees that billed and reflected on her September 13, 2016, invoice was not credited; therefore, we applied the remaining $credit to her account, effective today We appreciate Ms [redacted] ’ taking the time to provide us with the details of her experience with our Telesales representativeWe are continually striving to improve the quality of service provided to our customer’s Please be assured that we value customer feedback and will utilize this information in our training and processes We regret any inconvenience that Ms [redacted] may have experienced while attempting to resolve her equipment service plan and billing concernsWe look forward to hearing from her regarding her service plan concerns I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Bridgette FExecutive Services Analyst

[redacted] Revdex.com: From: p s< [redacted] >Date: Tue, Feb 9, at 8:AMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint # [redacted] .To: Revdex.com < [redacted] >Complaint has been settled to my satisfaction P***

March 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To whom it may concern, The above referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Ms [redacted] stated that she was dissatisfied with her current billing after a previously credited charge was posted back to her bill in order to correct a system billing issueAs a result, she is requesting that the disputed amount be credited to her bill We have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services we are able to provide In our effort to provide clear communication about features, promotions, and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information After completing a review of Ms***’s Sprint account for equipment charges we identified that Ms [redacted] received an over credit for a device turn in and to correct the error her account was debited for the over credit Although we maintain that the charge is valid, as a courtesy we offered Ms [redacted] a onetime $concession credit to her accountShe accepted this offer and verified that she will pay the remaining balance currently due on her account We regret any inconvenience that these matters may have caused Ms*** If I can be of further assistance, she can reach me at the Executive & Regulatory Services department toll-free at ###-###-####, Extension *** I am available Monday through Friday, between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: NOTHING WAS DONE Regards, Autisha B***

June 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case— [redacted] Revdex.com Referral Name— [redacted] Sprint Account—xxxxx [redacted] Sprint Case— [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In Mr [redacted] ’ complaint, he stated that he canceled services and was subsequently charged an Early Termination Fee Mr [redacted] is disputing these chargesHe further stated that he is disputing the outside collection agency’s referral regarding his outstanding balance Sprint is committed to providing world-class customer service, and we stand behind our commitment with a 14-day Sprint Satisfaction Guarantee return policy on all our products Our customers can return their device to the point of sale within that time period for a full refund (day of the days start when the device is activated) Sprint assesses a $restocking fee for devices and a $restocking fee for notebooks, netbooks or tablets However, if the device is returned in its’ original unopened package, no restocking fee is charged If our customer’s service plan required a service agreement, no termination fee is charged when he or she cancels within days of activation and the product is returned complete and undamaged Additionally, we will refund any activation fees within three days of activation Our customers are responsible for all prorated monthly service charges, access and airtime charges, and the related taxes, surcharges and fees accrued on their account through the deactivation date Please also note that premium content charges, overage minute charges, roaming charges, and applicable long distance and/or International charges will be billed on their final invoice This policy may not reflect the additional return policies of our authorized third-party dealers or retailers Our records reflect that Mr [redacted] ’ account was activated on March 3, 2014, and canceled on March 16, 2014, as a result of porting his phone number to a different carrier Our records further reflect that on June 8, 2017, the account was adjusted for the amount of $to offset the cost of the Early Termination Fee because it was assessed in error In an effort to fully address this matter, we have contacted Convergent-ER, the third-party collection agency, and requested that further collection efforts on this account be discontinued Further, Convergewill inform the credit bureaus to delete any negative reporting regarding this account A deletion letter will also be provide to Mr [redacted] outlining the steps taken Please allow up to days for completion of this process If further assistance is needed, Mr [redacted] can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday, Wednesday, Thursday, and Friday from 7:a.mto 5:p.m., Central Time Sincerely, Katherine [redacted] Executive Services Analyst

Executive & Regulatory Services P.OBox Irving, TX April 20, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] stated that someone is accessing her account, making changes to her service plan, and locking her out of her online account Ms [redacted] has requested that someone review her concern and ensure she not being overcharged Our records reflect that on February 23, 2017, Ms [redacted] added the line of service ending [redacted] to her account On February 27, 2017, fraudulently activity was reported for the additional line of service, which Ms [redacted] promptly refuted However, because fraud was reported, the line of service was temporarily suspended and restored on February 28, Ms [redacted] was required to revalidate her account authenticity We regret that this matter has led to Ms***’s decision to cancel the line of service ending *** However, as a courtesy, we applied a $credit to her account to offset the charges associated with the line of service ending *** Furthermore, during our conversation with Ms [redacted] today, we agreed to waive the associated Lease Cancellation and Device purchase charges contingent upon the return of her associated device If I can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MExecutive Services Analyst

March 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the complaint of Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information provided in the complaint, Ms [redacted] states that when she left Sprint, she didn’t receive a final billShe could not log onto the web site to she her final bill and when she called in and encountered issues with getting a final bill sent to herMs [redacted] is requesting that her checking account not get charged for her final bill We attempted to reach Ms [redacted] via phone and email on February 27, 28, and March 2, 2017, and was unable to reach her We did however, receive and email from Ms [redacted] stating that she received her final bill and that she had paid her bill which resolved her concern We regret any inconvenience this matter may have caused If I can be of further assistance with this matter, Ms [redacted] can contact the Executive & Regulatory Services department toll-free at ###-###-#### extension ext*** I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland [redacted] JExecutive Services Associate Analyst Tell us why here

May 4, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] We appreciate your assistance in bringing our customers’ concern to our attention In the information provided, Ms [redacted] expressed her dissatisfaction with charges assessed to her Sprint account for a certified refurbished device she purchased from us that is not working properly Ms [redacted] stated that, because of the inconvenience she experienced with the activation and use of that equipment, we previously agreed to cancel the associated installment billing purchase agreement for that equipment but that the charges remain on her account We regret any inconvenience Ms [redacted] may have experienced while attempting to address her device concerns and any possible misunderstanding that may have occurred regarding the cancellation of her referenced equipment financing agreement that was established on January 31, 2017, with the purchase of her pre-owned Apple iPhone 6P device However, as we explained during our conversation with Ms [redacted] on April 25, 2017, we have no record of any offer extended to her to cancel the above-mentioned equipment installment billing agreement As such, and because she is in possession of the financed device, we respectfully declined her request As a result of her dissatisfaction with our response, we forwarded her information to our executive management team for additional review On April 25, 2017, I spoke with Ms [redacted] and confirmed the information outlined above However, based on additional information she provided, we agreed to send a replacement Apple iPhone 6P device to her at no charge, contingent upon the timely return of her malfunctioning device to usMs [redacted] confirmed on May 2, 2017, that she received the replacement device and that her issues were addressed to her satisfaction We also explained at that time that the device Ms [redacted] is to return to us contains an activation lock, which is automatically enabled as part of Find My iPhone and ties her device to her Apple ID Therefore, we informed Ms [redacted] that she must enter her Apple ID and passwords to delete her iCloud account information from the device, reset the device, or overwrite and restore a device through iTunes That feature makes devices more secure for customers, and Sprint is unable to accept the return of her device while the feature remains enabled We regret any inconvenience these matters may have caused If Ms [redacted] requires additional assistance with these concerns, she can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Janie GExecutive Services Supervisor

May 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms [redacted] *** We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] stated that we are charging her Sprint account for an Apple iPhone 6S Plus device that she obtained as part of a recent buy-one-get-one-free (BOGO) promotional offer and that she has been unsuccessful in resolving that concern with our representatives Ms [redacted] stated that she was offered and accepted one time service credits to offset the cost of the free phone; however, she has been unsuccessful getting the service credits to apply directly to the outstanding equipment balance Ms [redacted] requested that we apply the credit balance reflected on her account to the equipment balance and remove any future monthly installment charges for the free phone promotion We regret any misunderstanding that may have occurred regarding Ms***’s equipment billing As outlined in the terms of the referenced promotion, between August and 31, 2016, Sprint offered customers the option of purchasing one Apple iPhone 6S Plus device via Sprint’s Month Installment program and getting monthly service credits to offset the cost of a second Apple iPhone 6S device purchased simultaneously Our records reflect that Ms [redacted] purchased two Apple iPhone 6S Plus devices on September 23, 2016, via Sprint’s Installment Agreement Program During a conversation between Ms [redacted] and one of our Care representatives on October 1, 2016, we advised Ms [redacted] that any eligible BOGO promotional monthly service credits take 2-billing cycles to begin However, during a supplemental conversation between Ms [redacted] and Sprint’s Retail management team on April 21, 2017, she was advised that she was ineligible for the above-mentioned BOGO promotional offer due to her activating her new lines of service after the expiration date of August 31, Although we were unable to identify any Sprint billing error; as a gesture of goodwill and in an effort to reach an amicable resolution, we offered to apply one-time lump sum service credits totaling $650.16, which was applied to her Sprint account on April 21, At which time she requested to use the service credits to pay off the Month Installment Agreement [redacted] ; however, we respectfully declined her request We spoke with Ms [redacted] on May 9, 2017, and explained the above information Additionally, we confirmed that Ms [redacted] remitted a payment on May 3, 2017, of $460.36, to pay off the balance for Sprint Installment Agreement [redacted] Ms [redacted] confirmed that her issues have been addressed to her satisfaction We appreciate Ms***’s taking time to provide details of her experience with our Retail and Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value customer feedback and that Ms***’s concerns have been forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused Ms*** If we can be of further assistance with these issues, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, it should be noted that in addition to the Employee discount being removed from my account, a "Loyalty Credit" of $per month was also removed This credit was in regard to a phone that was leased and the $credit was to continue throughout the term of the lease My latest communication with Sprint indicated that, like the Employee discount, the loyalty credit was no longer available Once again, the point is very simple, Sprint does not make these various terms clear when they are attempting to move you out of one plan and into another The customer is under the impression that he is getting a good deal but in the end, the deal is really not much better and sometimes worse than the plan that the customer had Regards, [redacted] ***

September 16, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on September 2, We apologize for any inconvenience Ms [redacted] has experienced as a result of this matterWe appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with the level of customer service she received from Sprint with regards to her request to bill a new device to her accountMs [redacted] requested that Sprint review this matter and provide her with a refund for the remaining service credit reflected on her account Sprint has reviewed Ms [redacted] ’ complaintOur records reflect that Ms [redacted] contacted our Customer Care group on September 2, 2016, and requested to upgrade her device to a newer Samsung smartphone deviceHowever, Ms [redacted] further requested that we bill the device to her account and allow her to make payments towards the purchase of the deviceAfter further review of our records, Ms [redacted] account is established with an account spending limit based on the results of a credit evaluation performed at the time services are establishedAccounts established with spending limits are unable to bill equipment to the account unless a payment is remitted for the cost of the equipment Periodically, we review accounts to determine if they are eligible to have the spending limit removedA customer must remit payments in a timely manner and cannot have any returned payments for months to become eligible to graduate to non spending limit accountAt this time, Ms [redacted] ’s account does not qualify to have the spending limit removedTherefore, we must respectfully decline her request to bill a new device to her account unless she remits payment for the equipment charges Ms [redacted] recently spoke with Sprint on September 2, 2016, regarding Sprint’s decision regarding bill to account (BTA) options for equipment and accessory purchasesWe provided Ms [redacted] with details to assist her with attaining a better understanding of said business decision, and provided options for her to attain a working device without using her upgrade eligibilityAlthough she understands our need to collect payment for equipment purchases at the time of an upgrade, she is expressed her concerns with our decision We spoke to Ms [redacted] on September 13, 2016, to discuss her concern in detail and relayed the aforementioned information to herTo amicably resolve this matter, we agreed to apply a one time courtesy adjustment of $to her accountMs [redacted] accepted our offered and confirmed that she was satisfied with our resolutionFurther, we advised Ms [redacted] the requested refund for the overpaid charges of $944.03, was approved and processed on September 8, 2016, and a refund check was mailed to her address on file on September 8, We ask that Ms [redacted] allows up to business days to receive the refund from date of approval We apologize for any inconvenience Ms [redacted] may have experienced while attempting to resolve this matterWe appreciate Ms [redacted] taking time to provide details of her experience with SprintWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’ feedback and that her concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

Tell us why here...April 17, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] M [redacted] Sprint Account: xxxxx [redacted] Sprint Case: [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] M [redacted] submitted on March 23, We appreciate your assistance in bringing our customer’s concerns to our attention Mr [redacted] ’s filing expressed his dissatisfaction with experiencing problems with the device associated with phone number ending in ***Mr [redacted] advised that he visited a local Authorized Service and Repair Center location to have the screen on his device repaired by our Retail Store technicianHowever, he stated that our Retail Store technician was unable to repair the screen on his device and was informed that Asurion would cover the cost of the repairSubsequently, he contacted Sprint and was advised that he would be required to pay a $deductibleMr [redacted] further expressed his concerns with being billed for services that he was unable to utilize due to his device being defectiveLastly, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to resolve this matterMr [redacted] requested that Sprint review this matter and adjust his account accordingly Sprint has reviewed Mr [redacted] ’s complaintPlease note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone lineTEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty Mr [redacted] subscribes to the Sprint Total Equipment Protection (TEP) plan on his phone line ending in ***Therefore, if the problems with Mr [redacted] device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visitsMr [redacted] will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month period If the problems with Mr [redacted] device are covered under the Equipment Replacement Program (ERP) insurance portion of TEP, she may contact Asurion, the program administrator, to file a claimA $up to a $deductible, depending on the device model, is required at claim approvalFurther details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep We communicated with Mr [redacted] via email in April 2017, and discussed his concernsAt that time, we offered to assist Mr [redacted] with the nonrefundable deductible if he elects to file an insurance claim with our program administrator, AsurionWe have also offered to apply an adjustment of $to his account to offset the monthly recurring charges for the months he was unable to utilize the service with SprintAs of today, Mr [redacted] have not confirmed acceptance of our proposed offersShould Mr [redacted] wish to accept our proposed offers, we encourage him to contact the undersigned directly at the phone number noted below within days from the date of this response We regret any inconvenience Mr [redacted] may have experienced while attempting to resolve this matterIf we may be of further assistance, Mr [redacted] can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday from a.mto p.m., Eastern Standard Time Sincerely, /s/ Dar-Sheen [redacted] Dar-Sheen [redacted] Executive & Regulatory Services

March 15, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above referenced inquiry filed with your office by Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Mr [redacted] states that he spoke with a Sprint Customer Care representative and believes he has been incorrectly advised regarding how the taxes on his February 2017, billing statement were calculatedAs a result, he is requesting clarification We regret any possible misunderstanding regarding this matter During our conversation with Mr [redacted] on March 10, 2017, we confirmed that the taxes on his final bill were calculated based on a $Lease Device Purchase charge and a $Lease Cancelation Charge incurred when he ported his number to another service provider prior to the satisfaction of his lease agreementWe also confirmed that the taxes were assessed correctly Our records reflect that Mr [redacted] made a payment of $on March 10, 2017, to satisfy the Lease Cancellation charges incurred on February billing statement We also confirmed that Mr [redacted] returned his leased device for wireless line ending *** Therefore, credits totaling $were applied to his account on March 14, 2017, to offset the Lease Device Purchase charges As a result, his account has been finalized with a zero balance Mr [redacted] stated that he understood our explanation and expressed his satisfaction with our handling of the matter We appreciate Mr [redacted] for taking the time to provide us with the details of his most-recent billing experience Please be assured that we value his feedback, and his concerns have been forwarded to the appropriate managerial staff We regret any inconvenience that this issue may have caused If we can be of further assistance, Mr [redacted] can contact our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Sean [redacted] Executive Services Analyst

We appreciate your bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] expressed dissatisfaction with the level of customer service received from our representatives during her attempts to discuss the balance due reflected on her Sprint account, citing that her monthly lease charges are higher than she expected and that she was given incorrect information about those chargesShe requested that we apply credits to her account to offset the difference between the amount she was quoted and the actual monthly lease charges reflected on her invoices We appreciate Ms [redacted] ’s taking the time to provide us with details regarding her experiences with our Customer Care representativesPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff We regret any misunderstanding that may have occurred related to Ms [redacted] ’s Sprint billingHowever, as we explained during our April 5, 2016, conversation with her, we identified that her monthly lease charges are correct based on her selected rate plan and that her plan appears to be the most cost-efficient plan for her wireless communication needs based on her data usage history Ms [redacted] indicated her understanding of our explanation but reiterated that the charges reflected on her monthly invoices were not properly explained to her when she accepted her current rate plan and device financing optionsAfter reviewing our records, we determined that a partial credit of $was applied by one of our Customer Service representatives on March 17, 2016, to offset the difference between the monthly lease charges that were quoted when she originally established service with us on December 2, To completely resolve her concerns, we offered to apply additional credits in the amount of $to Ms [redacted] ’s account to offset the difference for the remainder of the lease agreementsMs [redacted] also has the option to cancel her service without incurring the cost of the equipment charges remaining in her lease agreements, contingent upon her equipment returnMs [redacted] requested that we allow time for her to consider her options and is aware that our offer is valid through May 6, If we can be of further assistance regarding these matters during the interim, or when Ms [redacted] is ready to accept one of the offers outlined above, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

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