No One Told Sprint Customer Care They Had To Let Customers Leave Contract Without Termination Fee Over Text Message Rate Raises

We asked our leak what Sprint thought when The Consumerist posted back in October about how customers could escape their cellphone contract without penalty, based on the raise in text-message rates.

benpopken: What does Sprint think of our “how to cancel without ETF posts” ?
philip: The honest truth? We laugh. Or rather, they.
benpopken: Why do they laugh?
philip: Here’s the thing…

philip: Specialists are trained from day one that absolutely under no circumstances can the ETFs be waived for anything other than death (and obviously this one is subjective).
philip: So… The company failed to communicate we were ethically obligated to allow customers out of their contract.
benpopken: not to mention legally
philip: …The change took effect at the beginning of October and it opened a 30 day window from the time you got your bill to cancel. Specialists weren’t informed that it could be done until 10/17… Half our customer base had already been told no and they were not allowed to get out after they had already made a payment.
benpopken: Yeah people were having some troubles with that one
philip: Customer Care is always the last to be told.

This also certainly puts Cingular’s intransigence in the face of customers trying to legitimately exit contract in a very interesting light. It means that somewhere along the line, someone inside Cingular actively decided they should flout standard contract law, just because it made them more money. Not like we didn’t know this already. — BEN POPKEN


Edit Your Comment

  1. faust1200 says:

    So even if you’re dead theres still a chance you will still be owing Verizon. Darn. There goes my plan of making free spooky phone calls from the grave. I wonder what roaming charges are like…. IN HELL!!!

  2. faust1200 says:

    Erm, I meant Sprint.

  3. thenewpr says:

    No worries faust1200, they’re all the same. :)

  4. Camon says:

    “philip: Customer Care is always the last to be told.”

    – QFFT!

  5. Suppafly says:

    Customer care is the last to be told because Sprint outsources their customer care to a bunch of $8/hr call centers.

  6. bigc1973 says:

    Recently i wrote the ceo of Sprint to ask him if i could cancel my contract without the etf charge, i have yet to get a responce but here is the email i sent to him.

    Dear Sir,

    Our Account # is xxxxxxxxxx-x ( cell #s are 864-444-xxxx & 864-444-xxxx)
    I’m writing to you to find out if there is anyway you could help me and my family with our Sprint Service, i have spoken with several Customer Service reps but they say there is nothing they can do, so i ask you Mr. Forsee. Recently my wife lost her job and we had a newborn, and as you know im sure bills are piling up, no we are not behind at the moment but we will be by next month and no way to pay it unfortunately, the last rep i spoke with said that if we cancel it will still cost us in early termination fees, i cant believe that a family in financial distress has no other choice but to be hounded by collection agencies over early termination fees because they simply can’t pay for there service and tryed to work with there service provider to not have to worry about this, i am sorry that it came to this, me writing you Sir, but i hope that you can understand our dilemma, we have to pay our mortgage, power and utilities or else we would be on the streets, so please if you can HELP, my family and i would greatly appreciate it.

    Thank You

    Chris & Angela XXXXXX

  7. Nytmare says:

    If I were a CEO, I would not read such a letter due to the massive run-on sentences and oddball capitalization.