I have stepped into the ring several times with Sprint (together with Nextel, apparently) over the past year or so. The root cause was a questionable practice by one of their in-store associates upon the purchase of a new Treo 650 for my wife. It breaks down like this (It’s legal to own it, it’s legal to carry it…wait, different topic).
For Christmas I bought her the phone, but since she uses the phone number (MIN, for all you outsiders) for business, I didn’t think it would be sage to switch it out from under her and have her customers calling into a gift-wrapped box under the tree. The associate says the simplest way to handle it is to set up a ‘dummy’ number, assign it to the new phone, then after the cat is out of the bag she has it switched back over. Sounds simple enough, right?
Admittedly I am less than dilligent about checking the bill, as it is charged auto-magically to my credit card each month, but when I did check it almost a year later I saw that the ‘dummy’ phone number was incurring a service charge every month. Not a huge figure, but irritating all the same.
I call in and let them know about it and they assure me it was a mistake, and they’ll take care of it right away.
Fast forward to April of this year, I’m calculating expenses for taxes, and I notice it is still being charged. I call in again (very cranky - remember, I’m doing my taxes) and grandstand about mail fraud (a trick I learned by reading The Firm), cancelling my account, etc. etc.
The guy then has the nerve to tell me they’ll be happy to cancel it, but there will be a $150 cancellation fee. To start with, that is complete bullshit anyway, but the fact that they swindled me into the line and that it had never had a single call placed made me even more furious. Fast forward about 30 minutes of me being on hold while he talks to his supervisor and he finally relents and agrees to cancel it with no charge AND to credit me for all the ahem…fraudulent charges.
I relented and returned to my taxes, feeling at peace with the world.
Today Jill is filing her expense report, and notices our bill is nearly $175 more than it should have been. I immediately picked up the phone and called customer care (on speed dial by now) and lost my mind. They had charged me a cancellation fee of $150 and tacked on tax of over $20.
So now they claim to have removed that fee as well, but color me skeptical. As a parting shot, I told the CSR that they had to do *something* to compensate me for all the time I had spent on the phone and mental anguish, otherwise I would soon be sporting a ‘Can you hear me now’ visor.
After another fake ‘check with the supervisor’ pause, she grants me a $25 courtesy credit. Somehow I feel less than satisfied.
So please, if you have Sprint service, call up with a fake concern and demand a ‘courtesy credit’ or you will start shopping for a new carrier. Does a company that charges you to stop using their service deserve to be treated any differently?