Report: #1171638

Complaint Review: Sprint PCS

  • Submitted: Fri, August 22, 2014
  • Updated: Fri, August 22, 2014
  • Reported By: John — Portland Oregon
  • Sprint PCS


Sprint PCS NextelSprint Purchased Brand New Phone, No Contract, Cannot Be Unlocked Kansas City, Kansas Nationwide

*Author of original report: ...further

*Author of original report: Further Information to Avoid Assumptions

*General Comment: So...

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I purchased a Samsung Galaxy S5 (advertised as a World Phone) from Sprint via for full retail price, out of contract after being referred by a Sprint Phone employee.I arrived in Germany after being assured in-store, online, AND on the phone with Sprint that I would have no problem using the phone abroad.

They were notified that I had a Deutsche Telekom SIM card while travelling abroad. Upon arrival, I could not use the locked device and Sprint refused to help me because I am on some 'spending limit program'. I have been a Sprint customer for nearly 10 years. I am now stuck with a 'brick' that I paid $500.00 for after being assured that all was well. My current phone is old an damaged beyond repair and barely operable.

I have one other line in a new contract and cannot move to another carrier without penalty.Sprint is planning on unlocking their devices after February 2015. What is the logic in preventing me from using my device when I PAID FULL PRICE for it and they PLAN ON UNLOCKING IT IN SIX MONTHS ANYWAY.

I contacted Sprint and was assured that I would receive a call back from someone that could help me, which never happened

I tried to resolve this issue with the Better Business Bureau, and was given the response that they are not capable of providing the MSL for the phone. 

I have also forwarded this to legal councel and the Oregon Public Utilities Comission. 



Portland, Oregon

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#1 Author of original report


AUTHOR: jwroop - ()

Lastly, Sprint knows exactly how their devices operate abroad. I know this because they told me which phone would work when I went into the store with my old phone and foreign SIM card. 

They also very much do business here. I bet I am not the only person in the EU walking around with a Sprint branded phone. 

The provided guidance, assurance to make a sale. They have told me that they maintain the credentials to unlock my device like they had to unlock the last two I've owned. This is a singular problem that I hope few other respectable customers experience.

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#2 Author of original report

Further Information to Avoid Assumptions

AUTHOR: jwroop - ()

Thanks for your rebuttal. It was windy and full of assumptions, but I appreciate your time.

It is Sprint's responsibility to help negotiage the matter because they quided me through the process in-store, over the phone, and online. I have been living in Germany for three years; they know this and have provided the MSL credentials to my last two smart phones. 

Next, I am offended that you assume that I have not paid my bill. How many customers can maintain a 10 year old account with out paying it?

I opened the account with no credit at the age of 18, paid my deposit for two lines, and again two years later when I added a third. They cannot take me off of their spending limit because I have $50,000 in student debt (which is also being paid), and my debt to income ratio as a teacher is too high and affecting my credit score, according to the credit bureaus that be. 

Further, I DID NOT ask about a cheaper option. It was provided to me by the phone reperesentative freely when I asked what the activation fee was for. She mentioned that Sprint was offering another option through Amazon. She even gave me the code for the waiver. 





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#3 General Comment


AUTHOR: Tyg - ()

 So how exactly is this in ANY WAY Sprints fault. Just because Sprint is a cellphone provider doesn't mean that THEY are going to know which phones work on which systems. Its highly unrealistic of YOU to blame THEM for the inaction of a provider that is literally over 1500 miles away from where Sprint does business. A world phone by definition is a phone that can accept SIM cards from MANY different service providers. If the service provider in ANOTHER COUNTRY has told basically the world that a specific model of phone will work on the foreign providers network, then THAT is all the information they have to give. THAT is what THEY are going to tell people. Now when YOU get there YOU find out that is not the case. Due to whatever reason the foreign provider gave you, THAT phone isn't going to work on a foreign network. It IS NOT Sprints fault that a company that THEY DO NOT OWN, or THAT THEY DO NOT INTERACT WITH on a network basis is giving FALSE information. THAT is on THAT specific foreign provider and NOT Sprint. Are YOU an adult? I question this because its COMMON SENSE!!! YOU purchased the phone FROM AMAZON, odds are that AMAZON gave you the wrong version of the GS5. THAT is not Sprints fault, yet again the common sense factor. Everyone is on a "Spending Limit Program". Its the LIMIT they give you BEFORE they shut off your phone. So when YOU tell the world that Sprint wouldn't help you because of a spending limit issue, that just tells everyone that YOU have not paid your BILL!!! And lets face it, if YOU cant be bothered to pay YOUR BILL ontime and NOT owe Sprint money, then WHY should YOU expect Sprint to give a d**n about YOU or an issue YOU are having. YOU purchased from AMAZON and NOT SPRINT!!!! Had YOU purchased your device from Sprint DIRECTLY, then this would have never been an issue. BUT YOU DID NOT!!!! Sprint is under ZERO obligation to assist YOU with a device that YOU purchased from someone else. I don't care if it does say Sprint on the phone. That just means it can be used on Sprint. So you go right ahead and go to your public utilities commission. YOU are going to get no where and in the end you will STILL have a bricked device. Once they contact Sprint and all of these nice little variables that you REALLY didn't tell us about come to light, YOU will be made out to be the bad guy. This is YOUR FAULT for purchasing the device from someone OTHER then the provider YOU use. This is YOUR FAULT for not paying your bill. This is YOUR FAULT for making assumptions. Oh and its YOUR FAULT because YOU chose to go with the CHEAPER price of Amazon. Just because YOU are a customer doesn't mean that YOU get to do whatever you wish. And that is what this all boils down to. YOU made assumptions as to WHAT Sprint was going to do for YOU. YOU assumed that since YOU purchased this device from AMAZON that Sprint is obligated to help YOU get it up and going on THEIR network. SPRINT DOESNT USE SIM CARDS!!!! So THEY wouldn't have been able to help YOU until YOU got to a Sprint store in the states. Get over it and grow up. Sprint HAS NOT ripped you off. Had YOU paid your bill and been current then YOU would have had assistance. BUT you did not and THAT is the consequences. Oh and PLEASE tell us how your "legal counsel" fell out of their chair LAUGHING. At best this would be a "Small Claims Case" and that would be IF you had a case, which you do not. If you chose to continue down this path, Sprint may be inclined to go after you for slander and defamation of character since YOU chose to spleen vent over an issue which is MORE then 50% your fault!! But PLEASE go after them, maybe when YOU lose your case, YOU will learn common sense AND responsibility. It may just cost you EVERYTHING YOU OWN in order to do so. Slander and defamation of character are two PRICEY crimes. The more lawyers they can throw at the case means the more money they can get.

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