Complaint Review: SPRINT NEXTEL

The following is a letter I had to write to Sprint, it is a bit long but there was so much cover! I would love to hear some feed back.

I am writing in letter in regards to an order I placed On February 16, 2006, for the above referenced mobile number done over the phone with a sales representative (Sales Rep). I advised the Sales Rep that I am an existing Sprint customer since July 2004. He took my information needed to begin new service. He put me on hold to run a credit check and informed me that a deposit of $150 normally required would be waived for me, because I am an existing Sprint customer. At that point I was ecstatic. He also waived a service fee of $35.00 for new customers. I thought I was getting a good deal and also thought it was a great promotion, because earlier in the year I received renewal promotions for existing customers. At this time the only information given to me at the end of my transaction was an order number via tracking number. On Friday, February 17, 2006, a phone representative (Phone Rep) called me to verify my order status, only asking of my social security number and verifying the phone order with me again. Please bear in mind she did not ask me for a password or an account number at this point.

On Monday, February 20, 2006, I received the phone via FedEx. On February 25, 2006, my service was suspended for exceeding a credit limit of $193.12. I was baffled by this amount, because I just received the phone less than a week. I called Monday morning to inquire of these charges and I was asked for a password. I advised the Phone Rep that there was no password created with the Sales Rep to my knowledge. She then asked for my account number, again I was not given an account number initially. She would not give me access to my account or believe me that I did not create a password. She transferred me to her supervisor who repeated the same information as the previous Phone Rep and would not help me access my account. I asked to speak with her supervisor and all three Phone Rep's disbelieved what I was saying and undermined me and used undertones as if I forgot my password, when in fact I never created one. I told the Phone Rep, How can I give you this information when it was not given to me in the first place (account number) nor did I create a password. I was insulted by the Fort Knox treatment when I gave Sprint Nextel my social security number, driver license, and credit card numbers to open a new account.

The Phone Rep's told me to go to a Nextel store with my photo ID. Are you kidding me? This is not only aggravating but also an inconvenience. To add insult to injury I entertained this trip by going to a Sprint Nextel store 1 hour and from my workplace to resolve this issue. I arrived at the store at 3:30 pm to leave by 5:00 pm! Are you kidding me? Not only did the Senior Phone Consultant (Bob Wetzler), as well as another Consultant (Avi) help me so graciously, the three of us had to wait on hold for a very long period of time. I was first in contact with the Finance Department, and then she transferred us to the Sales Department (who had no clue what to do), then transferred back to the Finance Department., who then transferred us to a Lead (who actually knew what she was doing)? The Phone Rep's would not let me have access to my account with me in the flesh and blood! It took three Phone Rep's from this phone call to give me access and reset password that was not even there to begin with! How do you run a business this way? For starters your Sales Rep did not perform his job properly by setting up a password or giving me my account number.

After this excruciating ordeal of verifying my identity the Phone Rep told me that I owed a balance of $150 for a deposit. I explained to her that the fee was waived when I set up my account with Nextel. She said they do not waive fees, but merely add it to an account and give the consumer 10 days to pay it! How can your Phone Rep's make deceptive offers to unsuspecting consumers? To add more insult to injury, to insinuate that I am a liar trying to get out of a deposit fee!

I told the Phone Rep it is a matter of principle that the fee is waived at this point for the deceptive practices that your Sales Rep's are making to loyal customers of Sprint. I was more than prepared to pay a fee at the time I set up service and was told it would be waived. If a company makes an offer they should make good and uphold that offer. Your Phone Rep then had the audacity to tell me to fax her the offer that was made to me by the Sales Rep in writing. What sort of scams are you running here? Is that what Sprint Nextel have merged together for? I clearly see a Sales Rep looking for high sale goals to deceive consumers by telling them a deposit is waived. You should be ashamed of yourselves and the deceptive practices your Sales Rep's are conducting on your sales floor! Your Sales Rep knew that your company could open new service for consumers and give the consumer 10 days to pay the deposit or as in my case it would be added to my bill along with my monthly accruing charges. I did not opt for this option or inquire of it. I did not even know that sort of arrangement existed.

This practice and scam your company is standing by is wrong and deceptive.

I am referencing your history that is posted on your website Two great traditions of bold innovation have come together in a new company with a clear mission: To be No. 1 in providing a simple, instant, enriching and productive customer experience. This experience has been neither simple nor productive. It is not simple to access an account without an unknown password or an account number.

I refuse to pay this amount because of the principle of the situation. I am an honest, hard working individual. I do not expect to be snow balled by a company that is reputable and not have them take responsibility for what their employees do. I am floored. I am asking Sprint Nextel to honor this offer. In the event it is not honored, you will loose a potentially loyal customer with both my Nextel account and my renewal coming up this August with Sprint who has always been good to me.

Awaiting your response.

Lex
MIAMI, Florida
U.S.A.

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