Sprint may not be known for decent customer service, but one CSR made reader Andrew’s day by salvaging his previously rejected rebate application. Andrew had agreed to a two-year contract extension in exchange for a $100 rebate on a HTC Mogul smartphone, but Sprint rejected his rebate application “because it was mailed on the wrong day or somesuch.” Andrew, a ten-year customer, called Sprint and demanded an explanation.

He writes:

I’ve been a Sprint customer for around ten years, and in early February decided to upgrade to a new HTC Mogul smartphone under Sprint’s “New For You” rebate program which gives existing customers the same price on new phones that new customers get, as long as the existing customers agree to extend their contracts. To get a $100 rebate, I agreed to extend for two years–not really a problem, as I have no plans to leave Sprint. I received the phone and mailed in the rebate form.

Much to my surprise (not really) when I checked SprintRebates.com today, my rebate had been rejected, apparently because it was mailed on the wrong day or somesuch. I called *2 talk and was routed to someone in the rebate fulfilment department, who informed me that the CSR I’d purchased the phone from last month had only extended my contract by *one* year instead of two, and so my rebate application was rejected. He offered to immediately extend the contract and approve the rebate and I agreed, and when I refreshed the SprintRebates.com page it now shows that my rebate has been approved and I should receive it in 30 days.

This may seem mundane, but it has a couple of “Success Story” elements. I was able to quickly reach the right person; the CSR immediately understood the problem and explained it in terms I could understand; he proposed an immediate solution; the problem was resolved in one call.

Keep up the great work on Consumerist!

This is the first we’ve heard of rebates returning from rejection neverland, made all the more surprising because the situation was resolved with a single call. Still, we remain firm believers that rebates are scams that should be treated only as an added bonus, and never a deciding factor.

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