Sprint Extends Yet Another Contract Without Permission

Sprint signed David up for a two-year contract without permission after he transferred his service between a Motorola RAZR 2 and a Sanyo 8400. David owned both phones when he made the transfer last month, long after his contract had expired. Sprint recently decided to send him a letter, charmingly called “keeping you in the know,” which showed that he was the proud new owner of a surprise contract extension.

He writes:

OK, so here we go! On or about July 25th, I called Sprint to complete a simple ESN swap. And for those who might not be of the gifted mind to understand what that is, it’s simply a Phone Swap…going from one phone to the other. Now keep in mind that I already own both phones.
A Motorola Razr-2 and a SANYO 8400.
That means that I previously purchased them, and have decided to swap between one and the other.

Now I am already expired as of May 1st, 2008.

So after deciding that the RAZR-2 was utter garbage that I could not stomach any longer, I called Sprint’s NO Customer Service, and informed that rep that I’d like to perform an ESN swap. Now keep in mind that this unintelligent rep never asked if it was a new or already owned phone. Just said ok….and proceeded to ask for the information.

So…needless to say… I went from the Motorola RAZR-2 TO the Sanyo 8400, which Sprint no longer sells, so it’s not a NEW phone!

Lo and behold, just a few days ago, I received a letter from Sprint in the mail that says: “Keeping you in the know”…you’ve recently made some changes…etc..yadda yadda yadda. And along with that, on the right side of the letter , I notice that My CONTRACT has been extended.

Now keep in mind, I am ALREADY EXPIRED AS OF: MAY 1, 2008! So, what this excellent, educated and “well-trained” Sprint rep did was, RENEW my agreement, without telling me, without asking pertinenet information to make a decision as to renew or NOT renew. Just went ahead and got themselves a nice fat commission that I’m sure Sprint won’t do anything to reprimand her for!

Just keep them exployed and working tirelessly, renewing unknowing customers all the time to get themselves false commissions!

I’ve stuck with Sprint since 20000, defended them against all kinds of craziness and even gone thru it previously with their “well-trained”reps, and I still stayed, but this is the last and I MEAN THE LAST GAWD DAMN STRAW!

My Account Number is: XXXXXXX
My Phone Number is: XXX-XXX-XXXX

I have already been assigned a few different case numbers, of which I have yet to have ANY of them resolved. I am tired of waiting to speak with someone. As quick as it took to extend my contract is as quick as it should have taken for it to be rolled back, but of couse they never help, or the reps never know what the hell they are doing, except for: giving mis-information and extending contracts falsely!

I want this issue resolved and I want BOTH lines on my account to be without contract for this hassle. I want some type of compensation that clearly and truely says I am sorry, and not from someones mouth.

If not, then let me out without obligation, financial or otherwise and I’ll take the business to a more Realiable CORPORATION who knows how to run a business, called Verizon, T-Mobile or AT&T!

And to think I canceled my AT&T line to bring that over to my Sprint account, just to take advantage of the old SERO offer.

The only problems with at&t WAS THAT THEIR PRICES WERE HIGH AS HELL. Other than that, they beat Sprint in terms of Customer Satisfaction every step of the way. TIP TO SPRINT: Get these ghetto, non-educated, can’t read, add, or subtract, low life people out of your company!

Sprint shouldn’t hesitate to dissolve the unilateral contract extension if you call the special hotline they created for Consumerist readers at: (703) 433-4401.

(Photo: The Consumerist)

Comments

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  1. purplesun says:

    TIP TO SPRINT: Get these ghetto, non-educated, can’t read, add, or subtract, low life people out of your company!

    The OP lost me there. Name calling isn’t a good way for a consumer to file a complaint. It doesn’t even read like he did much to attempt to resolve the situation, yet. The system probably automatically created a contract extension, since the OP was out of contract. A phone call to the consumerist line will fix that in a jiffy.

  2. TechnoDestructo says:

    Before criticizing the education level of others, perhaps you should learn how to properly use plurals, verb forms that are dependent upon the use of plurals, commas, quotes, spaces, ellipsis, and phrases like “needless to say.”

  3. ReidFleming says:

    There doesn’t look to be an attempt as quick resolution here. It’s all I can do not to blame the OP as there is so much wrong with that ‘letter’ but this may simply be a misunderstanding. My potential solution is to call back and point out the error. If that doesn’t solve it, then let The Consumerist know.

  4. coan_net says:

    Name calling – bad
    complaining & demanding before what seems like at least some sort of contact to see if the situation could be resulved without it being blown into a big situation – bad

    I’m not saying what Sprint did was good – but it sounds like the letter to here and trying to make it a big deal before even calling them – fail.

    The person could have called, and possible the representive would see the mistake and fix it quickly…. nope, lets try to make as big deal of this as I can…. fail

  5. atrixe says:

    I’ve stuck with Sprint since 20000

    Really? Since 20000? Sorry, I just help myself. But in light the last line in the OP’s letter…

  6. ReidFleming says:

    Sprint Customer Service,

    I was wondering if you could help me. I recently swapped my Sprint service from one phone to another (both of which I own outright) via one of your customer service representatives. Upon receipt of my billing statement, I find I have been entered into a 2-year contract to which I did not agree. I would like this stipulation removed at the earliest convenience. Your quick resolution of this matter would be much appreciated.

    Yours,
    David
    (account details)

  7. BronzeHammer says:

    @TechnoDestructo: For what it’s worth, the plural of “ellipsis” is “ellipses”.

  8. joeboxxer says:

    I’m getting a little tired of folks slamming Sprint all the time. Yes, the customer service sucked a few years ago but these days it is 1000% better. I’ve been a customer for 9 years and dealt with Sprint on 2 upgrades recently and their customer service was excellent. Mistakes happen but when you call Account Services, they really seem to be trying their best to rectify problems quickly and efficiently. A few years ago, screaming and hollering may have been necessary – these days, a calm, level head gets you very good customer service.

  9. TechnoDestructo says:

    @joeboxxer:

    Not to diminish the fact that this guy is an asshole, but when is the last time you saw a mistake that wasn’t in the favor of the company making the mistake?

    I have never personally seen such a thing, and I’ve seen my share of billing “errors.”

    They are not mistakes, and there is no good guy in this story.

  10. Nick1693 says:

    I called Sprint’s NO Customer Service,

    I think you mean Sprint’s “Customer Disservice” Department.

  11. Corbin123 says:

    I doubt this is a letter he sent to the company. Looks more like a venting letter he sent to the consumerist to let them know that Sprint was extending contracts without permission.

  12. utensil42 says:

    Maybe I’m missing something here. It sounds like OP owned two phones and an expired Sprint service contract. OP called Sprint and had the CSR switch service from phone A to phone B. OP never explicitly gave permission to enter into a new contract. But, doesn’t his request to switch to a “new” phone without current service imply that he wants to enter into a new contract or renew the old one? If so, what’s his complaint? What am I missing?

  13. supertechman-protests disemvoweling by disemvoweling himself says:

    I’d love to see the Consumerist editors make suggestions to the OP’s who submit their stories, BEFORE posting said story to the Consumerist. At least encouraging the OP to write a cogent, coherent piece of Consumeristy goodness.

    Nothing too extreme, but most magazines have some basic guidelines/requirements regarding the grammar and readability of the post/article before an editor will allow it to appear in his/her publication. I would be simply thrilled to see the Consumerist adopt some standards for the OPs (since we do have some pretty clear ones for the comments).

    The OP in this case does not seem to be taking a mature, business-like approach to resolving his conflict with Sprint.

    A word of advice; if you engage in commerce at any level with a company, you’ve entered into a form of a professional relationship with said company. Regardless of how you feel you’ve been treated, you would be wise to ensure that all of YOUR dealings with said company are professional in the utmost.

  14. dragonfire81 says:

    I am a former care rep, when I did ESN swaps I never asked where the phone came from as it makes no difference with regards to a contract.

    If it was processed as an upgrade then it would require a contract, but if you just call care to get a phone swapped, there should NEVER EVER be a contract extension for changing phones. The system isn’t even set up for that.

    Find the Consumerist Sprint hotline number on here somewhere and I guarantee they will have you fixed in no time.

    Also, I understand you are upset, but name calling in a business letter will seldom get you far.

  15. speedwell (propagandist and secular snarkist) says:

    @ReidFleming: Good work but a little too stilted and mild. How’s this:

    Please help me resolve an issue I am having with the customer service department.

    I recently swapped my Sprint service from one phone to another (both of which I own outright) via one of your telephone customer service representatives. Upon receipt of my next billing statement, I found that I had been signed up for a new 2-year contract that I did not request and to which I did not agree.

    To fix this error, the contract needs to be removed from my account as soon as possible. I do not and will not owe you any payment for the time period the contract was in effect, since I was not at fault. I would appreciate hearing from you in three business days that this matter has been taken care of and that my account was restored to what it was before the error. I will be following up soon to make sure this was done.

    Thank you, ….

  16. Myotheralt says:

    @utensil42: It sounds like the OP was on the month to month after the 2 year expired, and wanted to switch phones but keep his plan the same.

  17. ReidFleming says:

    @speedwell: Hey, I’m stilted and mild!

    Seriously, though, I’m fairly certain either of those would have stood a better chance of a positive reply. David, if you’re reading these comments, could you let us know what you did and if it was resolved? Many of us feel you jumped the gun (or at least went to full-on attack mode too early) but maybe we’re missing part of the equation.

  18. temporaryerror says:

    @utensil42:
    You are missing the fact that he owned both phones…as in he had upgraded to a RAZR 2 from his old sanyo phone, was out of contract, was not happy with the RAZR, and switched his service back to his old phone. He never bought a subsidized phone. It’s akin to me switching my TMO sim card from my 8525 smart phone to my old razr. I didn’t buy a new phone for cheap with the stipulations that I extend my contract, I just switched existing service from one phone that I already owned to another phone that I already owned…Understand?

  19. weedpindle says:

    I read these replies which belittle the OP and those on every other post mainly to see what the ‘Perfect People’ who write said scathing replies really think. And boy, are they just swell folks whom I guess are really ‘Perfect In Every Way’, or simply people with way too much spare time. Lighten up people.

  20. ReidFleming says:

    @weedpindle: I have absolutely no idea what you’re trying to say. The only thing that made sense was your last sentence but I don’t agree with it. I’m in a pretty lighthearted mood and I see very little freaking out by anybody.

  21. floraposte says:

    I can’t tell if this is the actual missive he sent to Sprint or just his characterization of his response, though. Maybe this is just his unofficial rant and his official communications were closer to the styles suggested above?

  22. deadspork says:

    If someone wrote a letter like that to me, I’d be much less inclined to help them.

  23. TorrentFreak says:

    Yeah let’s just forget Sprint is screwing people over again (what a big surprise) and let’s just unload the grammar police on the OP… :/ None of that changes the fact he has a point. I gave Sprint the pink slip years ago for exactly the same reasons as this guy. Hell, they sent me to collections when I got rid of them to try and collect a termination fee for a contract I never asked for! They ain’t getting a red cent from me, and I don’t care if that is in collections for the rest of my life.

  24. Jonbo298 says:

    Did he even call Sprint when he noticed the error made? Seems like all he did was waste internet bits typing and sending this without actually attempting to resolve it.

    Demanding compensation for something as simple as just removing the contract is not the thing to do. They didn’t take any of your money. They didn’t steal your first born.

  25. speedwell (propagandist and secular snarkist) says:

    @ReidFleming: Sorry, I did not mean *you* were like that, LOL… I work with a lot of people, perfectly straightforward and forthright, who think that writing a graceful complaint letter involves pleading with the person who made the error. Many of them are engineers and they are afraid that if they come right out and ask for something, they will sound obnoxious. That just isn’t the case. It’s much better to work your letter around the following basic elements:

    - A pleasant and professional greeting
    - A brief summary of why you are writing
    - What happened (the more factual you sound, the more credible), including the fact that you are the injured party (seriously, you have to get across that they are responsible for causing the situation so they are also responsible for fixing it)
    - What it will take to solve the problem to your satisfaction
    - When you expect to hear back from them
    - That you will be following up to make sure the issue is resolved, and when

    I even follow something like this framework when I am working on a help desk ticket that is someone else’s fault. I’ll write something like:

    Hello, Nazib. I’m working on a help desk ticket filed by John Fuller. He has an engineering change form that can’t go through because it is awaiting your approval. Please go to your personal page and complete the approval task as soon as possible. Tom needs the form to go through by tomorrow afternoon at the latest. Unless I hear from you before then that you completed the task, I’ll follow up with you tomorrow morning to make sure everything is going smoothly.

  26. speedwell (propagandist and secular snarkist) says:

    @TorrentFreak: Sometimes it takes a policeman to keep the peace, eh? Sometimes it takes a grammar policeman to help show people how to communicate peacefully as well.

  27. Cyco says:

    I have tried to call the special hotline twice in the past two month on two unrelated issues and both times I have been told that they would not help me. Not that thelp me, but that the will not help me. I’m about sick of this company and the SERO plan just isn’t worth keeping me around anymore.

  28. dragonfire81 says:

    Little known fact: Outside of their month-to-month package, Sprint requires a 2-year contract for ALL PLANS.

    That means even if you buy a phone outright but want that fancy new unlimited plan they have, you have to agree to a 2 year contract. Other providers are the same I think.

  29. dragonfire81 says:

    @Cyco: Call and say you are want to cancel, you’ll get put through to the retention department, I can just about guarantee they will have you taken care of in no time.

  30. mosodede says:

    Having worked at a Sprint call center in Canada I totally sympathize with you.

    Call centers are mostly outsourced to companies such as Teletech (which is the one I worked for). The employees they usually hire are usually one of the following:

    #1: High School student looking for a quick buck.
    -I believe that Teletech has changed procedure to not hire anyone under 18 as of Jan 1 2008, unless they have 18+ months of work experience.

    #2: Women that have spent most of their lives as mothers and are just rejoining the workforce

    #3: Transients/Students/Un-employed people looking for a job to hold over until they move on.

    The training is simple. Most of the agents have no common sense when it comes to technical issues. “Judgement Calls” are discouraged and punished.

    In regards to the issue at hand:
    Sprint’s billing/provisioning system is a fully computerized system which will always extend your contract when doing any sort of equipment exchange. Usually the person performing the swap will manually change the contract back to the original end date however sometimes it gets missed.

    To solve your problem I would suggest just being persistent in calling back until you talk to someone that will actually care about you as a customer.

    Issues such as these will always occur, unfortunately it is up to you to pursue it until you get that 1/1000 agents that knows what the “F” they are doing.

    P.S. The Job sucked. I have a B.Sc. and was just looking to make a quick buck and maybe learn some things. I did my job the best I could.

    The day that I left was due to not being allowed as a Customer Service agent to do my job.

  31. superchou says:

    You know, when I contact a service provider like Sprint I try to be pretty complete in my understanding of what I am doing with them..like saying:

    “Hey, I have this phone and I want to swap the ESN number with it but do not what to renew into a 2 year contract, can you help me with that?”

    Never assume that you are getting exactly what you expect to get with companies like this.

    That said, a simple call to Sprint should clear this up rather than a huge hanting letter like you fired off to the company.

  32. Pink Puppet says:

    TIP TO THE OP: Being immature and insulting makes you look like a fool in front of others. Blame the company and the contractor handling the call centers if you must for creating an environment where mistakes occur, not everyone working at the bottom of the food chain. They are simply trying to make a living.

    Overall, I would recommend taking the advice of the polite and civil Consumerist commenters. More flies with honey than vinegar, and all that.

    Good luck.

  33. willfromtexas says:

    Cool, May 1st is my birthday!

  34. SuffolkHouse says:

    This doesn’t change until legislation is passed. It’s that simple. With Republicans in power, limitations on ownership have just about destroyed competition – the competition that ensures that a company will want to retain customers by treating them decently.

    If you want change, vote for it.

  35. SuffolkHouse says:

    @pinkpuppet:
    I pretty much agree. The people at the bottom are a shield for the company. They are put in an awkward position of having to interact with customers with directives to screw them with a smile. You can’t blame them. You have to blame the people running the corporations and lobbying congress.

  36. utensil42 says:

    @temporaryerror: But according to his letter he didn’t have existing service so it doesn’t matter if he owned the phones or not (a fact that I understood already, thanks). The point was, if you own 2 phones and want to switch service between them, but don’t have service, they’re going to sign you up for service. How he got the phones, whether they were subsidized, etc. doesn’t matter if he didn’t have pre-existing service.

  37. Whodathought says:

    Sprint tried to stick me with a $700 final bill when I switched to T-Mobile (they had extended my contracts without my permission). I tried to take the high road, and after being placed on hold for half an hour (which was actually good for Sprint Customer Service), I talked to some moronic monkey who spoke from a script, and basically said that I could either pay up or it would go to collections. She would not put me through to a supervisor, and when I realized that no amount of reasoning was going to have any impact, I decided that I was not going to give one more cent to Sprint. It never showed up on my credit report, so I am assuming they tried to ream many, many people in this way, and just took what they could get. I was happy to hear about the CA State Supreme Court ruling– and will be even happier when I hear that Sprint has gone bankrupt and/or out of business.

  38. calldrdave says:

    Consumerist should really stop referring to (703) 433-4401 as a “consumerist” hotline. It is standard executive relations. We expect companies to be honest and I expect Consumerist to be honest as well, this is not anything set up on behalf of the consumerist and twice when I called they hadn’t even heard of the consumerist. Just run a google search and see

  39. Mollyg says:

    Everyone seems to be missing the two key points here:

    1. The OP was never informed that he is entering a 2 year contract with Sprint. Since contracts are an agreement between two parties (with a major emphasis on “agreement”), and he did not agree to the contract, the contract is legal not valid.

    2. Phone companies like to say the the contracts are needed to pay for the subsidized cost of the phones. In this case the contract is used to lock in a consumer to one company. This is why the California court ruled that the ETFs were illegal.

  40. Snaptastic says:

    I used to be with Sprint from 2000 until 2007, with only the first year under contract. In late 2007 I noticed that two discounts I had vanished, so I called and asked why. The rep explained that I had supposedly renewed my contract the June or so prior, and that was when my discount was removed.

    I eventually had to ask what the hell was going on and why in the world would I agree to extending my contract when I got absolutely nothing out of it, and even lost a discount. After a bit they looked through the records and traced the incident to a phone call that more than likely hit my answer machine, and they canceled the contract because there was no way I could have verified my info and agreed to the renewal.

    The next day I went to AT&T and changed my provider–danged if I was going to deal with Sprint pulling stunts like that on top of their crappy service and phone reception. Of course, then Sprint tried to hammer me for breach of contract, which resulted in another phone call to correct their dysfunctions. I hope Sprint goes bankrupt and anally implodes.

  41. coren says:

    @purplesun: Hell, the OP lost me when he insulted my intelligence within the first paragraph.

    The guy comes off as a real jerk – which of course doesn’t justify him being signed up for a new contract. It’s probably not helping him get this resolved, but then, neither is his unreasonable demand to cancel a second contract with no penalty to himself (the understanding I got from reading the article)

  42. coren says:

    @Mollyg: Er..I don’t think people are missing that. 2) isn’t relevant since he owned both phones outright at this point, and 1)…well that’s the point of his letter.

  43. chrylis says:

    While I agree that OP didn’t take the best tack in getting this problem solved, I must mention that the same thing happened to me a couple of years ago after a routine CS call (no phone changing or such).

    If they want to try to get an ETF or other compensation out of you when you drop service, the burden is on them to demonstrate that there was a valid contract. When I got my “courtesy letter”, I immediately called customer service, informed the CSR that I had not approved an extension, noted the time of my call on the letter, and filed the letter with my Sprint bills.

    If there ever is a problem with proving I had a contract, I’d like to hear them pull out the recording where I said OK.

  44. endless says:

    firstly: sprint was wrong to do that.

    secondly: he was wrong for owning a RAZR2.

    thirdly: you get what you pay for, it seems like he was on SERO? for the price of that plan you expect good service? And he has been stuck since 2000? the average contract is 2 years… so has he had these overly helpful reps extend his contract 3 times? and why does he want his lines out of contract… does he want to defect to another company, or does he just want out of contract so he can lord that over people? If he is on SERO, i would want a contract on that…

  45. hmk says:

    I haven’t been with sprint since 2001, so I don’t know how this works. but couldn’t he have switched the sim card from one phone to the other? I’ve done that with T-mobile and with AT&T/Cingular. I don’t think I ever had to call them.

    of course I only use basic phone-only service, none of that fancypants push-to-talk or internet stuff…

  46. Shrink_Ray_Bandit says:

    @supertechman: You sir, win the thread.

    I was beginning to think I was the only one who felt this way. I know this site is all about the shockingly bad CS issues of the world, but I for one am getting beaten down by posts like this one (Sorry Carey, but I think you are the worst offender). I think the consumerist dilutes its influence with posts like these, because when something really serious shows it opens the gates to being fluffed off because of poor quality posts like this one being preceived as the norm.

    Sprint is in the wrong here, but in the very first sentence, the OP was talking down to us (US! THe readers of his post! Not the CS reps, or Sprint Execs, but US!) No sympathy to follow from me.

  47. stinerman says:

    If posts can be disemvoweled, then why can’t submissions?

    The last paragraph was incredibly unprofessional and downright rude.

  48. Aisley says:

    @utensil42:

    Very good point Utensil. If your contract expired, but all you want to switch phones,of course they have to signed you a new contract. Remember that you cannot “exchange” what you don’t have.

    Let me say it more clearly. You call them to switch their service from one phone to another, right? Good. When the serv rep checks out on his/hers computer, we know (s)he saw that you didn’t have a valid contract. Therefore (s)he do not have a way to transfer the service, because with an expired contract there’s no service to transfer. But since you called to have the service changed, and the serv rep assumes you know the contract is expired, (s)he does what any thinking person would do; sign you for a new contract. Now the fact that (s)he did not tell you so, cannot be excused. (s)he should have told you, in order to avoid the issue now on hand. But about signing you for a new contract (s)he did the right thing, you asked for it.

  49. corinthos says:

    I work in att’s customer service but the technical support side. Most of my coworkers are less likely to help someone if they are pricks about it, especially with courtesy credits like how he is asking for his other phone to be off contract for the hassle, good luck with that.

    When I used to be on the customer care side if someone called demanding credit to the account then I would find any way in our terms to not give it to them and then note the account the reason. If I got someone who was nice and either asked politely or didn’t ask at all then I would usually give them whatever I could since I had $250 per caller to mess with. I even credit peoples etfs who were no longer with them back because they were nice about it.

    I’ve also fried people’s sim cards who were huge pricks though.

  50. Consumerist-Moderator-Roz says:

    @supertechman: Comments to the editors like these should be emailed, not posted in comments.

    Everyone, the victim of this case isn’t perfect, but, let’s stop trashing him in comments and calling him names. Remember the comment code – helpful suggestions for the victim are okay, calling him an asshole is not okay.

  51. purplesun says:

    @hmk: Sprint doesn’t use SIM cards. Neither does Verizon. They’re different types of phones. T-Mobile uses GSM and Verizon and Sprint are CDMA. Don’t ask me for the details. I just know the acronyms. ;p

  52. bagumpity says:

    I think the concept of having to sign up for a contract to get the number switched to a different phone is unproductive. I’m off plan as of Jan last year. If this phone dies, I plan to ask to switch the number to my old phone. If they say I have to have a plan, I’ll tell them Sprint can either have no customer at all or the current customer w/o a contract. Their choice. I’ll happily switch to AT&T or whoever. It’s not like I use the phone much anyway.

  53. lol_wut says:

    If the original poster had their contract extended simply by swapping ESN’s, that would have to have been deliberately done by the rep that took the call. Even years ago when I worked for Cingular, simply changing out an ESN did not extend the contract. You still had to go in and add what was called a billing SOC to signify the upgrade, then give someone credit for said upgrade. Furthermore, you would have to go into the contract tab and set up the expiration for their service agreement. If the Sprint system is anything similar, I would suggest that it’s a piss poor attempt to get comp’d on upgrading customers without them knowing it.

    In most cases, people would just dismiss letters like the one the original poster got. After 6 months, the customer should be considered vested again and the commissions paid out. While I wouldn’t necessarily push the issue that the rep was out to defraud the poster, there is a good chance that this is the case. Calmly, politely and professionally state your case. Give Sprint all the facts and see if they won’t agree to remove the contract extension. A phone call can still do wonders if you are nice about it. When a rep stands by policies and procedures, don’t get mad that that rep. They are doing their job and you should be glad that they are. Thank them and speak with a supervisor, who is in charge of making those types of exceptions. If the supervisor does not want to own up, call the previously mentioned hotline for Sprint.

    Document everything that goes on in the event you still have problems. [This would be a good time to then notify The Consumerist] Above all else, remain civil. At the end of the day these are people, too. They don’t want you to be any more upset about Sprint’s service as they are. Hell, they may actually like Sprint in addition to working there. It’s their job to assist you, not piss you off. If you can’t get over the fact it is not personal, have someone else help you.

  54. fafi says:

    Sprint recently renewed my contract as well without any consent. I wasn’t planning on canceling but they increased the price of my aircard plan & it just wasn’t worth it anymore. They had added a 2 year contract, but it had a 0$ ETF, you might want to find out if that’s the case……She kept telling me I was still in contract, but then @ the end of the call she was like, OH, SRY THERES NO ETF JK

  55. @atrixe: He must of meant B.C. ;)

    I agree, maybe the name calling was a little uncalled for. You could just as easily said “I believe that your customer service should be retrained in contract extensions.” but belittling people doesn’t go over well — I actually find I need to wait a day or two to calm down, before I can write a letter worth their attention.

    @Mollyg: Completely agree. I would hope that Sprint joined the cell phone community and doesn’t extend contracts for changing your minute plans. The OP doesn’t say he changed the plan, but even so — if there wasn’t a purchase of a phone – how can they constitute a new 2 year agreement?

    The situation blows overall.

  56. newfenoix says:

    @dragonfire81: No they won’t. Sprint will not release him from the contract without a lawsuit being filed. Which I have done against this sorry excuse for a company.

  57. Snowlovers says:

    “TIP TO SPRINT: Get these ghetto, non-educated, can’t read, add, or subtract, low life people out of your company!”

    Funny, that kind or remark in a comment would get disenvowled, yet it’s fine in an OP?!?!?

  58. dragonfire81 says:

    @newfenoix: As a former Care rep, I can tell you from firsthand experience that if he gets the right person on the line, they can void out the contract extension for him.

    Also whoever posted that Sprint does not use SIM cards is correct, only Nextel phones use SIM cards, CDMA based Sprint phones do not.

    If you call Sprint to simply swap phones (in other words activate a phone you already have), there should NEVER BE A CONTRACT EXTENSION, period. If you are calling to order a new phone to replace one you have, then of course there’s a contract but if you already have the device and are activating it on an existing line, the contract should not be touched (the system does not automatically extend a contract on an equipment swap, the rep has to input it a certain way to cause this to happen).

  59. Roudi says:

    As a current Care rep / Escalations agent for Sprint, I would like to echo and confirm some of the points brought up here. But first, @sw4383, just wanted to let you know that our current system can and does attempt to extend contracts on accounts with expired contracts when performing sertain changes (namely plan changes and ESN swaps). It is a system default, but it can be overriden by the rep. Obviously this rep did not override the extension, which could have been intentional, or also could have been accidental. Since it doesn’t come up during most changes (it’s not often reps work on accounts with no current contract), it can be easy for an agent to miss or ignore.

    In any case, a simple follow-up call to Care could have resolved the issue. Agents like myself (regular agents, not Escalation agents) could have corrected the contract issue – the evidence necessary to reverse the change would likely have been apparent to anyone who accessed the account.

    To reiterate, if you’re a Sprint customer on a current contract calling to swap a phone, the system will NOT try to extend your contract. If your contract has expired and you call to swap, then it may try to extend the contract. May. The agent can override it. If it’s a concern, just ask the agent about any potential contract issues.

    I would like to add that it’s refreshing to see this thread wasn’t immediately a dogpile on Sprint. This company has it’s issues (mainly it’s archaic billing software) but as someone who spends all day trying to resolve issues like the one above, I like to see that I’m not wasting my time. The mere fact that this didn’t turn into a Sprint bashfest means that all hope isn’t lost.

  60. Dyscord says:

    A few things. I take it you were on a month to month plan when you did that. The thing is, whenever you do an ESN swap, nine times out of ten Sprint systematically renews your contract. Don’t ask me why. I think it’s stupid.

    Second, if you sign into your account on Sprint.com, you SHOULD have been able to do the ESN Swap yourself. The less you have to deal with Sprint reps, the better.

  61. Dyscord says:

    @Roundi I worked for Sprint earlier this year. Yeah, the billing software is just…ugh.

    I am aware that the contract extension can be overridden. I still think that having it as the default is ridiculous.

  62. Roudi says:

    @Dyscord Agreed. There are a lot of things I would change if I had access to the account software’s backend.

    Good call on the website. Sprint Customers! You can do almost all basic account functions (Payments, plan & feature changes, equipment swaps, etc) from the website. Most of the time, it works. Not that I don’t like getting the calls, but at least if you use the website, you’ll have no one to blame but yourselves if something goes wrong. [www.sprint.com]

  63. ChelseaCosta says:

    Well, THAT rant was pretty much useless.

    Sounds like someone just wanted to vent.

    With that said I have little to no sympathy for this person for a
    couple of reasons:

    1. Contract expired already yet he wanted to change phones…what
    good does that do if you don’t have a contract?

    2. Did not, nor made the attempt to proofread his rant before sending.

    3. Be the bigger person if you want to be taken seriously…the last
    line was absolutely uncalled for.

    I wouldn’t respond if I saw that in my inbox either.

  64. Scuba Steve says:

    @SuffolkHouse:

    Corporate backscratching will occur as long as corporations have more power (read: Money) than people. There will be no changing this because the people in power don’t want to change this, and the Business lobby is very good at getting the people it wants in power.

    That being said, the OP has tried to get the situation resolved numerous times. Read. The. Letter.

    I have already been assigned a few different case numbers, of which I have yet to have ANY of them resolved. I am tired of waiting to speak with someone. As quick as it took to extend my contract is as quick as it should have taken for it to be rolled back, but of couse they never help, or the reps never know what the hell they are doing, except for: giving mis-information and extending contracts falsely!

    Sprint Bashing is perfectly justified. This is “profitable negligence” which should fall under the same category as “malice”.

  65. ViperBorg says:

    @ReidFleming: That’s too nice.

  66. chenry says:

    he was doing ok until he started calling them names and insulting all of the sales staff. And demanding compensation. I think termination of the contract is enough, but asking for extras? From a company you don’t want to do business with. What’re they gonna give you? A free phone they won’t make money from? Credit to a non-existing account? What a pounce.

  67. Roudi says:

    “I have already been assigned a few different case numbers, of which I have yet to have ANY of them resolved.”

    Crap, missed that part. Man, do I feel ashamed. We have no such case to rectify a contract issue. No wonder this didn’t get resolved in a timely manner.

    Looks like whatever agents this guy dealt with prior to writing this letter didn’t do their jobs. Submitting cases for an issue that could have been rectified in real-time, with a little research, means the agents were either too intimidated to touch a contract (most agents see it as “serious business” and will not touch one even if there is a valid error that needs correcting, fearing loss of job if they do) or they simply didn’t want to help. The OP’s rudeness and frustration are a little more understandable now.

    Sprint customers, take note: if an agent claims they will need to submit a case to resolve your issue, ask them to double-check their information resources to see if one is really necessary. I am probably broaching corporate confidentiality by saying so, but Sprint recently found that 82% of cases submitted by agents are invalid. Almost all issues can be solved in real-time.

  68. Cyco says:

    @dragonfire81: I tried that the second time. They said it was a shame, but they would rather see me go than help me out. Second time, I didn’t even bother. After hemmoraging the millions of people they lost, I really doubt one more is a big deal to them.

  69. Roudi says:

    @Cyco: I’m intrigued. What exactly is your issue? If you’re still with Sprint, I might be able to help.

  70. Charlotte Rae's Web says:

    I just don’t know how you want to make a change to your account but don’t have a contract. Sprint should have been more clear on what was happening, no doubt about it but it doesn’t seem unreasonable to me to be re-upped.

    I’ve been with Sprint for a long time. I had a few minor problems and all have been resolved quickly and with consideration for my problems. Heck I walked in once with an accessory that was 14 months old and stopped working. They pulled up my account to confirm I bought it there and just gave me a new one without any hassle.

  71. AustinTXProgrammer says:

    @ouiserboudreaux:
    Not unreasonable? Why? Did sprint offer him a subsidized phone or a lower rate for the contract? You may like not having choices and being locked in or charged fees, but most people strongly dislike this.

    AT&T has never extended my contract without my explicit agreement. One of their resellers did, but AT&T was very quick to reverse it. I even got a call back from the front line tech the next week to make sure everything was still ok. To bad they are expensive, but I use them because I need phone that works.

  72. Cyco says:

    @Roudi: One of the problems I had was that I had two discounts on my bill. The first was a 10% for being a long time customer. The second was my employee discount I got through the company I was working for. About a year and a half ago I signed up for the SERO plan and at no time was anything said about my discounts. Last Dec. the 10% was knocked off my bill, but I never noticed it until Apr. I called and after speaking to three different reps through out the day (all who I had to repeat the entire story to) I finally was told that there was a system change in Dec that for reasons no one understood, my discount was taken off, but that they would look into it. I get a call in June from an rep who says she has it fixed and was going to retro the discount for all the months I missed on to my next bill, making bill a whole 5 bucks. I was estatic. Next month comes and I notice the retrod bill, but that they changed my discounts again. There was still just one discount, but they changed my employee discount from 25% to 10%.

    Once again I call and speak to a rep who tells me that it would take 24hrs to look into it. That evening I get a call I missed. I tried calling back and speak to another rep who I had to go through the entire speil with again. She credits my account an extra 15% and tells me she will look into it. The next day I get an email stating that since I’m on the SERO plan, I do not qualify for any discounts. A couple of hours later, the rep that said she would look into it calls me back with the same exact news. It doesn’t matter that I had the discounts when I signed up for the SERO plan or how long I had them, they would not give them back.

    I called the special hotline and was told the exact same thing. I was told it was because the SERO plan I have has been turned into a version of the Everything plan and because of that, I’m SOL.

    If I had been told this from the beginning, it wouldn’t have been an issue, but to just yank something they gave to me, one of them as a gift, is just poor customer service in my opinion. They lose customers by the millions and they can’t do something extra for those that choose to stay. I’m not a complainer or begger. I don’t tie up their lines asking for free stuff or whining about my service. I’ve rarely had a problem with Sprint and I would tell everyone I know about how happy I was with their service. I read about how people are getting all kinds of ammenities from customer service of little things, but when I call in for my issues, I get turned away cold. It does not make me want to stay in the least. Sorry about how long this was.

  73. SheridanMarcellus says:

    I am in a contract with sprint. I have been a loyal customer of sprint since
    1999 and have enjoyed my service with them. I recently moved to Greenville
    north Carolina where I get great service, everywhere but my house. I get NO
    SERVICE in my house. I was told that I could set my phone to roaming and I
    would get service and I wouldn’t have to pay for it. I turn my phone to
    roaming which I have to keep it on to get service around where I live and it
    drains my phone in less than half a day. So I call sprint back and explain
    my problem and am told that I can spend $99 dollars on a signal repeater for
    the house and pay a slight charge of $5.99 a month to use it in my house. I
    explained that I didn’t want to add any charges to my plan and that I didn’t
    want to purchase a repeater and I understood that they could do nothing, but
    all of my roommates have Verizon service and they all get FULL service in
    our home. I explained that I would like to terminate my service with sprint
    and move to Verizon in order to actually have service in my home and was
    told by the representative that because there was another course of action
    (although it would cost me an extra $72 a year and $99 upfront) that I could
    not end my agreement and if I chose not to pay I would be sent to
    collections for the charges of $200 for the early termination and for the
    entire length of my contract I have left. I don’t understand how I can be
    charged for a service I am NOT receiving. I cannot be help to this service
    when I have to purchase something extra just to make it work can i??? Help
    me out here if you can.