- Report: #1063898
Report - Rebuttal - Arbitrate
Complaint Review: Sprint
Sprinthttp://sprint.com sprint.com, Select State/Province USA
Sprint : They would not help me sprint.com Nationwide
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I bought 2 sprint phones from a third party. I wanted to give my son a iphone 4s and and my daughter a iphone 5 white.
Well I just needed them to unlock the phone just in case my son had to do any traveling,because unlocking the phone would only allow him to use it outside of the U.S. not other carriers. I have done this once before with AT&T no problem.
I was on chat with a Rep who directed me to the worldwide team to do the unlock. I indicated that I did not have a account when filling out the form. but she still directed me to the international team. I opened a chat to speak with the international team. Here is my chat.
Searching for an available agent
You have been re-queued.
You have left the queue. If you still need assistance please try back later.
You have left the queue. We hope you have found what you were looking for.
There are no agents available to chat with you right now. Please try again later.
There are no agents available to chat with you right now. Please try again later.
You have been removed from the queue. Please contact us by email.
You are currently number 1 in the queue. You should be connected to an agent in about 03:44. The average amount of time a customer has to wait is 03:45.
SWW SeniorTC (Listening)
Courtney B: Hi, my name is Courtney B. Thank you for your chat request. Please wait while I review your information.
Courtney B: Sure I’ll be more than happy to assist you with this today. Is this your first time contacting Sprint World Wide regarding unlocking a phone?
Monique Johnson: yes
Courtney B: What type of phone is it?
Monique Johnson: iphone 4s
Courtney B: Are you currently a Sprint customer?
Monique Johnson: no
Courtney B: I do apologize but I would not be able to unlock the phone if you are not currently a Sprint customer.
Monique Johnson: I have a real simple phone
Monique Johnson: it is a sprint phone
Courtney B: That may be but we have a policy to have the phones unlocked for international use. The first criteria is that you must have an active Sprint account.
Monique Johnson: my friend bought her son a sprint phone and they unlocked it so she could give her son a phone
Monique Johnson: to use while traveling. now you r telling me that was a fluke
Courtney B: Depending on the type of phone that may have very well been the case, however, we have a policy that we must follow and unfortunately you do not currently meet the criteria to have the phone unlocked.
Monique Johnson: who is it that can help me I paid a lot of money for this phone. I would have gotten him something else if I knew.
Courtney B: There is no one that is available to override this policy. I can let you speak with a supervisor but they can not override the policy either.
Monique Johnson: this should not be this big of a problem
Courtney B: I do apologize for the inconvenience but we have a very strict policy regarding this and our unlock tool would not even allow us to unlock a phone without an active phone number.
Monique Johnson: I would like to speak with a supervisor please. Thank you I am not upset,
Courtney B: Just one moment.
SWW SeniorTC: Hi, my name is SWW SeniorTC. Thank you for your chat request. Please wait while I review your information.
Courtney B has left the chat.
SWW SeniorTC: Thank you for waiting. My name is Jamie and I am Courtney's manager. I understand you were wanting to speak with me regarding unlocking a phone?
Monique Johnson: yes.I bought a phone and want to give it to my son , Courtney syas it is sprints policy not to unlock the phone He says that you can do it for international use. Why wont she help me
SWW SeniorTC: Unfortunately the information that Courtney has provided is correct. We have certain criteria that must be met to have a phone unlocked for international use and you do not currently meet that criteria.
SWW SeniorTC: Our tool that we use to send the request to Apple to have the phone unlocked sends the information via phone number. If you do not have an active phone number or meet the other criteria we can not submit the request.
Monique Johnson: why did your rep send me to you then? I spoke to some one on chat that said you could do that for me. why would she just me tell me that you will not do it. I am disappointed. I know that does not mean much to you guys but you made me waste money I could have gotten him a good gift
SWW SeniorTC: Unfortunately our customer care department is not extensively trained in unlocking a phone since the international department handles that. They referred you to me because we are trained in unlocking phones. I do apologize that we are not able to assist you with this today.
SWW SeniorTC: I would recommend trying to sell the phone or return it to the original seller.
SWW SeniorTC: Sorry to interrupt. Please let me know if I can assist you any further. If not, I will go ahead and close the chat session for you.
Monique Johnson: No returns. You should at least train them that there is a certain criteria and they knew at that time I did not meet it.
SWW SeniorTC: I will let my manager know you concerns.
Monique Johnson: who is above you?
SWW SeniorTC: Were there any other concerns I could address today?
SWW SeniorTC: I have an immediate supervisor above me.
Monique Johnson: may I have your manager?
SWW SeniorTC: Just one moment I will see if she is available.
SWW SeniorTC: My manager is not currently available at this time. If there is good contact number she can reach you at I would be glad to forward that to her.
Monique Johnson: No I think I can wait. I need this cleared up
Monique Johnson: this is too much money at steak for me
SWW SeniorTC: Unfortunately there is nothing that my manager would be able to do as far as unlock your phone either. She would not be able to break the policy.
Monique Johnson: I will wait for her.
SWW SeniorTC: I'm not sure how long her meeting will take and I need to keep this chat queue clear to assist other Sprint customers.
SWW SeniorTC: If there is a number she can reach you at I can forward that to her and she can contact you after her meeting.
Monique Johnson: but I am because I have a sprint phone
SWW SeniorTC: Unfortunately there are other customers that have Sprint services that I will need to assist.
Monique Johnson: but you r assisting me. I aske for the supervisor and I am willing to wait for her to be available to speak with me
SWW SeniorTC: Just one moment I'll see if anyone else is available.
SWW SeniorTC: Thank you for your patience. My name is Erin and I am a supervisor with Sprint. I am sorry that you were connected to the Worldwide department from Care regarding a phone unlock, however since that department does not handle the unlocks, they do not have information on the requirements for phone unlocks. It is required that you have active U.S Sprint services on an account for 90+ days and the account is not on a spending limit.
SWW SeniorTC: The purchase of a Sprint branded phone does not mean that you have Sprint services. That just means that you have a phone that can be activated for Sprint services.
SWW SeniorTC: I am sorry however we are unable to unlock phones that are not on active, qualifying Sprint accounts.
SWW SeniorTC: Is there anything else I can assist you with?
Monique Johnson: I want someone above a senior tc. I am willing to wait for your manager
SWW SeniorTC: I can allow you to wait on this chat, however anyone else that you speak with is going to tell you the same information.
Monique Johnson: I will wait
SWW SeniorTC: If there is nothing else that we can assist you with, we will have to disconnect the chat to assist active Sprint customers
Monique Johnson: I want your manager, that is my request
Monique Johnson: I am a sprint customer because I bought a sprint phone
SWW SeniorTC: You are not a Sprint customer if you are not paying for Sprint services.
SWW SeniorTC: Okay, I will get the manager. I do need to advise that once the manager provides you with this same information, this chat will be disconnected.
Monique Johnson: You sell phones, I bought one therefore I am a customer
SWW SeniorTC: Again, that does not matter.
SWW SeniorTC: If you are not paying for Sprint U.S phone services, all you have is equipment
Monique Johnson: how does that not matter.
Monique Johnson: your customers do not matter?
SWW SeniorTC: Anyone can go on eBay and purchase a Sprint branded phone
Monique Johnson: But I did not
SWW SeniorTC: That was just an example
SWW SeniorTC: You can purchase a Sprint phone from anywhere, however unless you sign a two year contract with a Sprint monthly plan, then you do not have services and are not an active customer
Monique Johnson: I would like to speak with someone above you please. as I do not matter to you.
SWW SeniorTC: I'm not saying that you do not matter however we can not break our unlock policy for anyone.
Monique Johnson: That is not true. My friend bought her son a ipohne like this one and had it unlocked for him
SWW SeniorTC: My manager is currently on a conference call and will not be available for at least an hour. If you would like to leave a phone number I can have her contact you or you can try to contact us back later. I can not leave this chat queue open for an hour.
Monique Johnson: she is not the only one.
SWW SeniorTC: I'm not sure how they got those phones unlocked but they shouldn't have been if they are not Sprint customers.
SWW SeniorTC: I can't advise on their situations but I can advise that we will not be able to break policy to unlock this phone.
SWW SeniorTC: Unfortunately due to lack of response I'll have to disconnect the chat. If you need further assistance please feel free to contact us back via chat or call into 8882267212. Thanks for choosing Sprint, have a great day.
SWW SeniorTC has disconnected.
AT THIS POINT HE DISCONNECTED AS I WAS TYPING! you can clearly tell when the other party is typing because it says listening or typing at the top in status. My son tried and they hung up on him twice, after asking for a manager.
I don't know who this will intrest but I advise against going with sprint. I found out that their "customers" are jumping ship. I will advise my son and daughter to do the same. Thier contracts are up and I will Pay for thier next service. T-Mobile or AT&T. At least they value thier customers enough to help them. AT&T at times has poor customer service, but never have I been hung up on IN A CHAT OR PHONE! Are we so use to poor customer service that we just accept it? Why does Srint still have customers? They charge alot for so very little. They boast 4g but barely give you 3g speeds. The extra charges. The only thing I can say is they have true unlimited data, but you pay so much for it.
This report was posted on Ripoff Report on 07/02/2013 01:18 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sprint-/sprintcom-Select-StateProvince/Sprint-They-would-not-help-me-sprintcom-Nationwide-1063898. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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