• Report: #882971

Complaint Review: Sprint

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  • Submitted: Tue, May 15, 2012
  • Updated: Thu, May 31, 2012

  • Reported By: Williams — Melbourne Florida United States of America
6200 Sprint Parkway Overland Park, Florida United States of America

Sprint Refused to replace defective devices Overland Park, Florida

*Consumer Suggestion: Sorry You Had A Bad Experience

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When I was originally available for an upgrade with Sprint I decided to get an EVO Shift to replace the horrible HTC Hero that i was currently using.. Within the first 30 days I had went through 4 devices. With problems from, sending faulty text messages(sending messages to multiple people that the messages wasn't intended for), Not sending out messages, Not making phone calls, screen not responding.

On day 32 the phone couldn't make phone calls called sprint and they refused to replace the device stated that i would have to get a refurbished device because the service started 32 days ago regardless if the phone was 30 days old or not... I then reported the company to the better business bureau. The agent that called me was rude and refused to sent a new device..

I then escalated to the manager the original rep called me back and stated that they would mail me a new phone.... 1 week later the phone was never received.  Called the agent back she stated that the phone was mailed to me and sent me the confirmation. When I pulled up the confirmation number it shows the phone was sent to Texas. She then sent me to the store for another one stated that this was a one time courtesy they normally don't replace devices like this..

Skip ahead to now.... Phone number 5's touch screen became unresponsive called sprint and they referred me to the store yet again. I took it to the store and they stated that they would order a replacement phone 3 weeks later to word from anyone... Called sprint and they hung up on me 5 times finally had to report them yet again to the BBB. Finally got a call from Jennifer Fain she left me her number on my voicemail but whenever I called her she was never in the office or always transferred to her voicemail.

Finally a young lady assisted me in getting my device.. I have had this device for less then 3 weeks and now its  not sending text messages, I am not receiving calls my mother went into the hospital Friday and i didn't get the call because the device that was sent to me is NOT working correctly. When I emailed Mrs. Fain regarding this issue she did call me but yet again I get her voicemail. Finally after a few days of phone tag I speak to her and she to was rude like the first agent that i spoke with...

I advised Mrs. Vain that due to the issues that i am having with this device  that I should not have to pay for an upgrade  and that a new device should be issued because the service and phone provided are not working correctly. Mrs. Vain stated that there was nothing that she could do. I proceeded to tell her that i would report this lack of resolution to the BBB. She called me back and stated a Manager was going to call me back. Sprint has the worst customer service that i have ever seen. There agents are rude and with all the people you talk to you would think that there would be a better resolution for the issue.

This report was posted on Ripoff Report on 05/15/2012 08:18 AM and is a permanent record located here: http://www.ripoffreport.com/r/Sprint/Overland-Park-Florida-66251/Sprint-Refused-to-replace-defective-devices-Overland-Park-Florida-882971. 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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#1 Consumer Suggestion

Sorry You Had A Bad Experience

AUTHOR: Some People - (United States of America)

I am not an employee of Sprint. These views are my own and do not represent the views of Sprint Nextel Corporation or my actual employer.

Putting aside the communication issues you were having with the reps you contacted via phone, I can say a few things about your ripoff report.

The phones are not warrantied by Sprint. They are warrantied by the manufacturer, typically for one year. Your HTC EVO Shift has a one year manufacturer's warranty. Sprint realizes that manufacturer warranty service can sometimes be very slow and inconvenient. This is why Sprint offers a nationwide network of in store repair centers. There are three repair centers within 10 miles of Melbourne, Florida where you indicate you reside and one of these is even owned and operated by Sprint itself (ie: not a third party dealer). Customers within ~50-70 miles are always referred to their local repair center for troubleshooting and repair or replacement. Technical support or customer care are normally not authorized to replace your device over the phone. Many of your issues are very fixable and wouldn't necessitate replacement of the device (particularly SMS issues or won't make calls), only troubleshooting at the store.

You state that you went to the store for a replacement, were told one was ordered, but never heard back. Did you call or go back to the store? Why was there no resolution there? Did you really wait three weeks to contact the store regarding your replacement device? Stores can typically hold replacement phones for a maximum of 14 days, after then they are required to send them back or they are charged for them.

Hardware repair and replacement of non-damaged devices outside the standard 14 day return period are charged at a flat $35 if you don't have Sprint's Equipment Service and Repair program ($4/mo). This fee is down from over $100 previously and is a service not offered by many of the other large wireless carriers. Replacement devices are be refurbished and carry a 30 day warranty. This is a reality in electronic devices to reduce waste and costs and help the environment.

I'm sorry you have so many troubles with your device and service, but it sounds like either you were sorely misinformed or are just trying to get something outside of Sprint policy (new device). If you have hardware issues with your device and don't want a refurbished replacement from Sprint you are very free to contact the manufacturer (HTC) regarding repair or replacement options.
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