I began my contract with Sprint in May, 2011. The first few weeks the service went well. However, the next few months that followed. The service (both customer and mobile) has seriously degraded. I have been in contact with Sprint over the last few months to get their help. You will see in the chat records below that they (Sprint) has offered me a deal that they ultimately admitted they would not honor (as part of my deal to stay) What I did not include is another conversation I had with a Sprint rep on the phone that told me there is 100% coverage in my area. He found this out by checking some tool. Although I don't have that recorded since it was a phone call. I do have the chat where another rep admitted to an outage. Below is only the discussion about the plan they offered but did not honor - Buyer beware...
** By the way here is a link to Google results with multiple issues of the like:
http://www. [continued below]....
Bait and Switch (Chat logs about the offer they later refused to honor)
*Chat have been edited for brevity but not the content except names and personal data**
Your session ID for this incident is 3371941.TimeDetails
08/04/2011 10:33:04AM Agent (Letoya N.): "We are unable to setup an employee referral account in this chat session."
08/04/2011 10:33:20AM JOHN: "Then can you put me intouch with a supervisor"
08/04/2011 10:33:25AM Agent (Letoya N.): "Sure."
08/04/2011 10:34:02AM Agent (Letoya N.): "Please allow me a few moments to check."
08/04/2011 10:37:21AM Agent (Jena J): "Hi John."
08/04/2011 10:37:25AM JOHN: "Hi Jena"
08/04/2011 10:37:30AM Agent (Jena J): "Please allow me a few moments while I go through your concern."
08/04/2011 10:37:51AM JOHN: "Sure"
08/04/2011 10:42:11AM Agent (Jena J): "I am sorry for the delay."
08/04/2011 10:42:23AM Agent (Jena J): "I am going through you account details."
08/04/2011 10:43:55AM JOHN POWELL: "I am merely trying to make use of" the offer that was presented to me when I signed up. This entails 1600 voice minutes (any mobile , anytime) with unlim data and text for $99 through Sprint referral.
08/04/2011 10:45:05AM Agent (Jena J): "Thank you for providing the details."
08/04/2011 10:47:07AM Agent (Jena J): "Well, as you were informed earlier, the referral plan can only be added at the time of activation and an existing plan can not be changed to a referral plan, however we have another plan with unlimited minutes, texts and data, which is for $99.99. You can" get that plan if you want.
08/04/2011 10:48:30AM JOHN: "That is fine, I am not concerned what the plan name or discount or service is titled by. I just merely want to make the most use of this option. Only the two lines (xxxx and xxxx) would be using what you offered me above. The third line is a sprint airave" that I use to try to get signal at home
08/04/2011 10:49:09AM Agent (Jena J): "I appreciate your understanding."
08/04/2011 10:49:20AM Agent (Jena J): "Please allow me a few moments to give you some more details."
08/04/2011 10:49:34AM JOHN: "Ok, thank you for your time"
08/04/2011 10:52:54AM Agent (Jena J): "I am sorry for the delay."
08/04/2011 10:53:59AM JOHN: "Thats ok"
08/04/2011 10:54:46AM Agent (Jena J): "Well, the plan I offered you is an individual plan. There is another plan with 1500 anytime minutes. Unlimited Anytime Anymobile, texts and data. That would be for $129.99 for 2 lines."
08/04/2011 10:55:23AM Agent (Jena J): "With your existing employee discount, it will cost you around $115.00."
08/04/2011 10:55:29AM Agent (Jena J): "Will that be fine?"
08/04/2011 10:57:36AM JOHN: "I appreciate your research. However, what I presented you with you told me was not available under the sprint association plan but could be offered for unlimited everything for $99 that you just offered above. Are you not able to now provide what you offe" red at the price above?
08/04/2011 10:58:08AM Agent (Jena J): "I understand your frustration and apologize for the inconvenience. Please give me a moment while I research your issue."
08/04/2011 10:58:46AM JOHN: "I currently pay about $80 a month. This would be a just in $20 dollars if I take what I was promised to $99. Now, your telling me it will be $115 which is a jump of almost $40 ??"
08/04/2011 10:59:11AM JOHN: "Again, thank you for your time"
08/04/2011 10:59:54AM Agent (Jena J): "I understand John, however that is the plan available, which matches your requirement."
08/04/2011 11:00:12AM Agent (Jena J): "Thank you for your understanding. I really appreciate it."
08/04/2011 11:01:26AM JOHN: "Your welcome. I am certain that we will be able to reach a fair and just agreement"
08/04/2011 11:04:39AM Agent (Jena J): "Well, there is no other plan available and I am sorry, systematically it is not possible to apply a discount against the monthly service charges."08/04/2011 11:04:52AM Agent (Jena J): "I apologize for the inconvenience."
08/04/2011 11:06:52AM JOHN: "So are you telling me that Sprint will not honor what I was offered and what you offered me in this chat?"
08/04/2011 11:07:35AM Agent (Jena J): "Could you please tell me when was the original offer made and by whom?"
08/04/2011 11:08:38AM JOHN: "Well, to bring things most current, you just offered me Unlimited voice/data/text for $99."
08/04/2011 11:09:15AM Agent (Jena J): "The plan is still available, however that is an Individual plan."
08/04/2011 11:09:17AM JOHN: "Then you tell me it is for one line. I thought I made it clear to you as you told me you were reading through the notes on my account"
08/04/2011 11:10:26AM Agent (Jena J): "Currently, you are on Sprint Relay individual plans on both the lines."
08/04/2011 11:12:46AM JOHN: "With all due respect this is absolutely maddening. I have tried so patiently over the last few months to get issues resolved only to have offers made that are not honored or to have the details changed on me. I know precisely what Plan I am on and have ex" palined that to each and everyone in Sprint that I have talked to. I would be willing to accept the offer of unlimited everything for $115 IF you will continue to apply my discount and we can be finished here
08/04/2011 11:13:33AM Agent (Jena J): "I understand your frustration and apologize for the inconvenience."
08/04/2011 11:14:10AM Agent (Jena J): "The plan I told you about is for $129.99, however after your current 11% employee discount it will be $115."
08/04/2011 11:14:58AM JOHN: "Can you not issue some continued credit in order for me to get the price offered at $99 or should I just give up and cancel my services?"
08/04/2011 11:16:00AM Agent (Jena J): "I am really sorry. Had that been possible, I would have already told you about it and I am also sorry to know that you want to cancel your services. I would request you to contact our Account Service department once to discuss this further."
08/04/2011 11:16:14AM Agent (Jena J): "You can contact them by dialing *2 from your sprint phone."