- Report: #1103369
Report - Rebuttal - Arbitrate
Complaint Review: SPRINT
SPRINT14222 E. Cedar Ave. Aurora, Colorado USA
SPRINT Ederlyn Aceron, Sates Rep and Matt Haigh, Mgr. A scam to unload an almost useless (very small) Samsung Galaxy Tablet on anyone. Aurora Colorado
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After having decided I needed a new PLAN with “unlimited minutes and texting” due to my many hours each month on GoDaddy Tech-Support using my cell-phone carrier of 10 years or so, SPRINT, I obtained a new phone and a plan through a friend who works at Radio Shack. But as time went on I found the printed instructions to be somewhat limited and so I called SPRINT. The young lady guided me to a SPRINT company store for instruction on my new phone.
On Nov. 22, 2013, I did just that. Ederlyn A. was the sales rep who I met and instructed me on my phone in the store.
Upon completing her instruction which was very complete, she asked what I did for work. I said I was retired and was working on my CancerAndNutrition website. We got into a conversation about cell function and biochemistry – and I gave her some insights I had learned over the last 25 years or so in putting cancer into remission. She then suggested I might want to look at a “Tablet” for writing that SPRINT had on sale for $50.
The Tablet seemed interesting and she performed its magic as fast as she knew how. I told her my only need would be for writing outside my apartment at a coffee shop or other WIFI hotspot. She showed me all about its features and said it could also be used with any WIFI center at no additional monthly cost. All I would pay was $50 for the Tablet PLUS an additional $15 a month with a two year contract with SPRINT. I asked her about the total of all monthly charges and all she added was a comment about some minor government taxes and fees. That seemed pretty reasonable. I also said, “Are there any other costs?” I was very specific that I had very limited funds on a monthly basis. She said, “That’s all!” She also said that if it wasn’t what I needed, I could always return it within 14 days. She said that twice during her demonstration of the unit when I became hesitant.
Ederlyn never mentioned that SPRINT’s additional “Surcharges” were $6.90 monthly on top of the two-year $15 monthly contract fee. PLUS: the actual government Taxes and Fees were $5.03 a month more. The total monthly charges were now $26.93. She never discussed the total monthly charges even after I asked her at least twice during her sales pitch!
On top of that, since the contract and the sales receipt were the last thing she printed out and handed me before leaving the store, I was never appraised of a “Restocking Fee of $75 for Tablets” should I actually return it.
Ederlyn knew that anyone would think twice upon purchasing a Tablet if she informed the customer of ALL the monthly charges and that a $75 Restocking Fee would apply if they returned it. After all, she had said two times during her sales pitch – “You can always return it within 14 days!” (She said she had worked for SPRINT for several years, and so it wasn't like she didn't know what she was doing.)
Only minutes after buying the Tablet, I called and spoke with a friend of mine (Eustace M.) who became interested in the Tablet as well. So we met and returned to the SPRINT company store about an hour or so later. We waited for Ederlyn and then I introduced my friend to her specifically so that she would receive any commission if my friend were to buy one.
She did her best to sell him on the same Tablet and was almost successful. No mention of any monthly SPRINT "Surcharges" fees or any “Tablet Restocking Fee” if he were to return it were ever mentioned. But at the end, he said he had to check with his wife before he bought one. She sweetly came back with the same thing she told me, “You can always return it within 14 days!” Both Eustace and I remember what she said. I’m sure glad he did not get sucked-in with that line!
Upon getting home and beginning to learn what the Tablet could do, I was very disappointed that the screen display was so restricted (text not all shown) after getting the popup display keyboard to appear. When using the popup keyboard, there is very little room above the keyboard display to show the text being typed. I began to realize that this particular sized Tablet was simply far too small for my work.
How big is it? It's exactly 6 inches x 3.5 inches. Even with an external keyboard (if that is possible) it’s still too small to do anything productive. I even tried it for a while the next day. But to my disappointment, I would have to return it. Little did I know what was in store for me in doing so.
Upon returning to the SPRINT store, the young fellow who helped me then said there was “A $75 Restocking Fee!” to return a Tablet. I almost fell over. I said there must be some mistake as the Tablet only cost $50 and Ederlyn never said anything about that. The guy said it was a “store policy.” I disagreed with him but soon realized it wasn’t doing any good to argue – except to get me (a senior citizen) even more upset. So I packed it all back into my bag and left the store. After driving around a while and steaming about this entanglement, I finally made a call to SPRINT Customer Service.
The guy from Customer Service said that this was "SPRINT’s policy" and that the person who sold the Tablet to me should have informed me of the Tablet Restocking Fee. I said she never mentioned anything about it! In addition, I told him I just couldn’t afford to pay an extra $75 this month.
He then said I could put it on my SPRINT account and pay it off over time. The whole thing was just WRONG and I was still angry when I hung up with SPRINT Customer Service. In the past, I must say that I have found SPRINT very reasonable in their dealings with me.
After cooling down and coming to the conclusion I had been taken, I resolved to go back to the SPRINT store the next day and have them do what the guy at customer service said. I will just put the $75 Restocking Fee on my SPRINT account and pay it off next month (Dec/2013). After all, I would be getting back all I had spent including the $40 cover I bought for the Tablet. But that was not to be.
I once again went back to the store (on Nov. 29th) and let them know what Customer Service had said. But this next guy, who said HE was the manager after I had asked for one, now told me I had to pay the $75 Restocking Fee BEFORE I could return the Tablet and cover and be relieved of any responsibility for the 2-year plan. I told him I just couldn’t afford to do so at this time since my full refund would not be immediately credited to my debit card. He then stated in a smug way once again that I had to pay the Restocking Fee FIRST! I asked him his name. He threw down his business card in front of me and phonetically spelled his last name . . H-A-I-G-H. Unbelievable, what a place!
I was angry once again and loudly said that this was a Bait ‘N Switch scheme and that Ederlyn had never said anything about any Restocking Fee. PLUS upon calling SPRINT Customer Support, he had said I could put the $75 on my account. What a mess! The manager, Matt HAIGH, after looking and having some difficulty finding the wording in the back of the contract, showed me and circled the contract wording. Again I said that Ederlyn had never mentioned or pointed out any of this! So I put everything back in the bag and left the store once again.
Now that the 1st of the month is here and the first part of my Social Security monthly payment has arrived in my account, I can now actually afford to once again return to the SPRINT store and return the Tablet. Can you imagine that?! And I will return everything WITHIN the 14 day limit! What a nightmare!
I must warn everyone to never relax your right to a full disclosure of all charges in any contract. There should be a law made to REQUIRE a sales person to go over ALL CHARGES and have the customer "initial them" before signing any contract. If I had been given that information, I would never have become ensnarled in all this in the first place. Shame on you SPRINT‼ Your business practices are far from above board‼
This report was posted on Ripoff Report on 12/01/2013 07:59 AM and is a permanent record located here: http://www.ripoffreport.com/r/SPRINT/Aurora-Colorado-80012/SPRINT-Ederlyn-Aceron-Sates-Rep-and-Matt-Haigh-Mgr-A-scam-to-unload-an-almost-useless-1103369. 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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