Sprint Authorized Retailer Promises No Activation Fees, Guess What Happens Next

Sprint Authorized Retailer Promises No Activation Fees, Guess What Happens Next

Tom had a problem with Sprint: an authorized retailer had broken a promise and/or set up his phone upgrade incorrectly. He set out to remedy it by deploying an exquisitely crafted executive e-mail carpet bomb. Now, when you deploy an EECB, we recommend that you provide relevant details, but also that you open with a short executive summary so that the busy people you’re emailing (or their busy underlings) can get a quick idea of what you’re complaining about, and route it to the correct person instead of immediately trashing your missive.

If you spend a lot of time online, think of an executive summary as a “tl;dr” summary that you put first, instead of at the end. Combine that with a clear letter and spelling out his (quite reasonable) expectations, and it’s no wonder that Sprint whipped a response and a resolution to him within the hour. [More]

(epicharmus)

AT&T Would Rather Upsell Me On A More Expensive Plan Than Investigate Where My Rollover Minutes Went

Imagine you wake up one morning and find that your car has been stolen. Then you call to report the crime, but the police only try to sell you on a car with a better security system. That’s the sort of response David got when he contacted AT&T about a problem with his account. [More]

(Louis Abate)

Sprint Salesman Won’t Sell Me iPhone 4, Says My Fingers Are Too Fat

The salesperson at Alex’s local Sprint store really didn’t want to sell him an iPhone 4. That phone is old and stuff. Alex knew what he wanted to replace his broken phone: a free phone. Well, a subsidized upgrade with no out-of-pocket cost, anyway. He needed a new phone. He was broke. There was an upgrade on his account. He just wanted a working smartphone. So began the salesman’s campaign to get Alex to buy a Galaxy S III instead. [More]

(oh, poppycock)

Report: Cops Want Wireless Carriers To Save Text Messages, You Know, Just In Case

That thing you texted to that person the other night which you deleted out of overwhelming shame the next day? Messages like that could be pored over in the future by cops if various law enforcement officials have their way. They’re reportedly asking Congress to make wireless carriers record and store customers’ private text messages for at least two years, in case police need that info for a future investigation. [More]

(Kevin Froissard)

For Once, AT&T Being Incompetent Is Good News

Do you remember reader Aaron? We published his story about a month ago. He was stuck between two mobile providers. He ditched AT&T when his iPhone 5 was devouring so much data that his data connection got throttled. Fine, he said–he switched to Sprint, which has unlimited data, but painfully slow data. He resolved the situation by going back to AT&T, but here’s the interesting part: he got unlimited data back because AT&T thought that he had never canceled his account. Well, um, that’s nice. [More]

(Mod Betty)

Boost Mobile Doesn’t Seem To Understand That “Amazon” Is Not Someone’s Last Name

Okay, so there are probably more than a few people out there with the last name of “Amazon,” but when you tell someone at a major prepaid wireless provider that you bought your phone “on Amazon,” they should understand that you are referencing the mammoth online retailer and not a particular human being. [More]

(dooley)

Verizon Wireless Waiving Domestic Text & Voice Charges For Sandy Victims

Hurricane Sandy uprooted the lives of many people on the East Coast last week, making even simple things like paying a cell phone bill a hardship. Verizon Wireless announced this week that in order to help ease the burden for is East Coast customers left without power, cell service, Internet or even landlines, it will waive fees for all domestic voice and text usage. [More]

(Ninja M.)

Sprint Scoops Up U.S. Cellular’s Midwestern Airwaves & Its Customers, Too

Sprint already explained that even though it’s in third place among U.S. wireless carriers, it meant to get ditched by about 459,000 of its customers in order to move its network from 2G to LTE. And now it’s gained a significant chunk of new customers by buying up a bunch of spectrum and customers from U.S. cellular in a new deal the company just announced. [More]

(Will Middelaer)

Sprint Stores Still Forcing Accessories On iPhone 5 Buyers

The world’s initial bout of iPhone 5 fever has passed, so retailers have stopped playing tricks to take advantage of customers’ insatiable gadget lust, right? Well… no. Not Sprint. Like other readers and even our parent company’s own mystery shoppers, Daniel was told at a corporate-run Sprint store that if he wanted to go home with an iPhone 5, he also had to buy an accessories package. If he didn’t like it, he could go to Best Buy or a different store. [More]

(Kevin Froissard)

With A Data-Slorping AT&T iPhone And a Data-Sipping Sprint iPhone, I Can’t Win

Aaron has a terrifying story of two mobile cell phone companies, 4G LTE networks, and a data-slorping renegade iPhone. He had an unlimited AT&T plan, but got throttled when he ran through five gigabytes in just three days. They couldn’t find the data leak. He switched to Sprint for true “unlimited” access. He didn’t run up any overages, largely because Sprint’s connections are too slow for him to do so. [More]

(Maulleigh)

Sprint CEO On Losing 459,000 Customers: We Meant To Do That

The recently announced quarterly numbers from Sprint are not good, with the company losing some 459,000 contract customers at time when many of its competitors are picking up new users. But Sprint’s ever-rosy CEO Dan Hesse wants everyone to put away their mourning garb because this was all part of the company’s grand plan. [More]

(Will Middelaer)

Sprint Says It’s My Job To Drive Around To Every Local Store And Find Someone To Fix My Phone

Douglas has been a reliable longtime Sprint customer. He liked their service, even through terrible 3G speeds for the last few years. Yet it was how he was treated when his Galaxy Nexus wouldn’t work properly that is about to drive him away from the company. He’s had it. He finds it unacceptable that the company thinks he should have to drive around to different Sprint stores in his area to find one that might deign to look at and diagnose his phone. [More]

(frankieleon)

What Sprint’s New Ownership Could Mean For Consumers

As you’ve probably heard, Japanese wireless company SoftBank is set to snap up majority control of Sprint at some point next year. There has been lots of talk about what this means for Sprint as a business, but little of what it means for Sprint’s more than 50 million customers. [More]

(Will Middelaer)

For Hours Of Frustration And Weeks Without iPhone 5 Mobile Data, Sprint Offers $10

Who gets to buy an iPhone 5? You may remember reader Luke, who wrote in to back up our Consumer Reports colleagues’ account that Sprint stores were requiring customers to buy an accessory bundle if they wanted to get their hands on the shiny new gadget. After a mixup in activating the two phones he eventually bought (from the Apple Store, with no unwanted bundles, thank you very much) Luke’s data connection wouldn’t work. Sprint’s apology for two data-less weeks? A $10 credit on his bill. [More]

(afagen)

Alaska Airlines Suffers Computer Systems Outage After Sprint Accidentally Cut Fiber Optic Cable

Not totally unlike when I yell to my roommate in the other room “Hey! The Internet is out — did you unplug something?” Alaska Airlines suffered a pretty severe computer system outage today after a cable in a Sprint fiber optic network in Wisconsin was cut. The disconnect rendered the airline basically powerless, delaying flights at all of its 64 destinations. [More]

(frankieleon)

Swap Your Non-Working iPhone For Another Non-Working iPhone, Lose Right To Sprint Refund

Gary doesn’t want to be a customer of Sprint anymore. You can’t really blame him. First, the local corporate-owned Sprint store wouldn’t let him have an iPhone 5 without an accessory bundle purchase of at least $80. (Sounds familiar.) That’s frustrating enough, but then he discovered that his phone didn’t really get any data service. At all. Maybe the phone was defective, so he contacted Sprint, who eventually told him to get the phone swapped out at the local Apple Store. When the new phone didn’t work either, he learned that Sprint’s 14-day return window slams shut after you’ve swapped your non-working phone for another non-working phone. [More]

(frankieleon)

Sprint Won’t Grant Employee Discount, New Customer Threatens Unholy Twitter War

Earlier today, we shared the story of a new Sprint customer who signed up because he was offered a 25% employee discount for a company he doesn’t actually work for. As it turns out, it doesn’t matter whether you work for the company or not: Sprint will still resist giving you the employee discount you were promised. That’s what Gerry learned. He works for the cable channel G4, part of NBC-Universal-Comcast-Kabletown, and is entitled to a 25% discount from Sprint. In theory. In practice, there doesn’t seem to be enough proof in the world for Sprint to believe that Gerry actually works where he says he does. Pay stub? No. Badge? No. E-mail address? No. Not enough. [More]

Sprint Salesman Offers 25% Off To Get Me To Switch, Forgets To Mention I’m Not Eligible

Sprint Salesman Offers 25% Off To Get Me To Switch, Forgets To Mention I’m Not Eligible

William assumed that the mobile phone kiosk salesman was acting as an agent of Sprint, trying to get him to switch. The offer was too good to refuse: 25% off, without having to work for a specific employer or any other qualification. They paid an ETF to Verizon and jumped ship. That’s when they learned that the discount wasn’t for just anyone: it was an employee discount, and William didn’t work for the company the salesman had claimed that he did. [More]