Complaint Review: Sprint Pcs

i have been a happy customer of sprint pcs in houston,tx. I have fortunately not have to deal w/lockline. However, I do work for Asurion. My Samsung SCP8100. In the 3yrs. that i have owned this phone have i had any problems w/it nor the service. Sprint has provided me w/the utmost of courteousness and respect ever. Their reps are ever friendly and knoweledgable and if they do not know the answer to your question, bet they will find out the answer for you. The only complaint I have is that my credit limit is $200,from when I originally signed up. At Asurion there are more problems than just the rudeness of the CSR's. I hope to never have to file a claim w/lockline b/c if I have learned anything about HP is that there is more that they are not telling you until you have to file a claim.

I live in Texas; this matter I believe would fall within the authority of Texas Department of Insurance. Insurance companies are regulated by state and federal regulations.

Alternative Disbute Resolution ADR may be effective in resolving this issue. ADR, Mediation will help resolve issues before it gets out of hand or cause further injury.

It is also a overlooked step that saves money, time and would probably help Sprint identify, create and implement a plan to protects IT'S Customers....

I live in Texas; this matter I believe would fall within the authority of Texas Department of Insurance. Insurance companies are regulated by state and federal regulations.

Alternative Disbute Resolution ADR may be effective in resolving this issue. ADR, Mediation will help resolve issues before it gets out of hand or cause further injury.

It is also a overlooked step that saves money, time and would probably help Sprint identify, create and implement a plan to protects IT'S Customers....

I live in Texas; this matter I believe would fall within the authority of Texas Department of Insurance. Insurance companies are regulated by state and federal regulations.

Alternative Disbute Resolution ADR may be effective in resolving this issue. ADR, Mediation will help resolve issues before it gets out of hand or cause further injury.

It is also a overlooked step that saves money, time and would probably help Sprint identify, create and implement a plan to protects IT'S Customers....

As an ex-employee of Sprint PCS, I can attest to how bad the "run-around" sitution is at Sprint It is the worst I've ever seen. People taking calls from customers that has had minimal training and had no idea what answers to give the customers, nor how to correct problems on their accounts, but in response to this customer having to chase around from one company to another for resolution to his/her problem, he/she is a customer of Sprint and Sprint should be the one making sure their services are provided adequately. They should not have to call here, call there, etc to get proper justification for their problems. But that is Sprint's motto, pass the buck, forward the call, refer to somewhere/someone else, on and on and on....

Having been an employee of Sprint PCS and a current employee of lockline, LLC, I feel your frustration with the "runaround" you think you have been a victim of, but here's the "real deal"..Sprint PCS contracted with lockline, LLC to administrate the Sprint PCS Equipment Replacement Program (ERP), back in 1996. The program was designed to afford people the opportunity to get their cell phones replaced in the even of Theft, Loss, Breakage, Mechanical & Electrical problems outside of the manufacturer's warranty, as well as water damaged equipment. I apoligize if you feel you have been "misinformed" by the Sprint PCS sales staff and/or Customer Solutions, as well as lockline as to how the coverage works, but, as with most types of "indemnity" programs, it is designed to put the customer back to where they were at the time of the loss. If your specific phones are not available at the time the replacement request is filed, you are issued a comparable model (pre-determined by Sprint PCS) of like kind and quality..meaning it will have the same if not more of the essential functions your original phone had. There are times when we make mistakes, for instance not shipping out a charger when the phone being shipped is NOT what you had at the time of loss, I apologize for those mistakes and can assure you we can and do correct those immediately, once we are made aware of the issue. The premiums you pay every month work the same as your car, home and medical insurance..they allow you to pay a reduced price, if you have one of the covered losses, for replacement equipment. The coverage certificate and sales brochures clearly state the equipment may be "reconditioned", however will come with a 12-month Sprint PCS warranty. The deductible works the same as your car, home & medical insurance as well. It is a small portion of the full price for the equipment as well as shipping and activation. In short, it keeps you from having to go out and buy a "brand-new" phone at "full retail price" and then have to pay an additional "activation fee". The notion of "getting someone else's junk" is not the case. All of the reconditioned phones that are sent to customers have been cleaned, inspected and tested, however, they may have a cosmetic flaw that has nothing to do with the operation of the phone. One fact that people may not realize is that the second you walk out of the store and use that "new phone", it becomes a "used" phone, just like driving a "new" car off the dealership lot. I would ask that instead of taking the sales representative's word on how the program works and getting upset when one of my folks educates you correctly, request a copy of and read the coverage certificates for your specific carriers. Remember, the sales rep makes a commission off of selling you a phone and loading up all of the neat things people want (Wireless Web, ERP, Roaming, etc) and does not have YOUR best interest at heart. I hope this clears up some of the misconception and miscommunication many of you have been victims of.

I've been a Sprint employee for 2 years and am a Technical service rep. Lockline is the Equipment Replacement company that MOST wireless carriers use for their "insurance" claims. I'm sorry that you have been given the runaround from Lockline.

Lynn is correct, you can call Lockline and have them send you the new charger and book. OR you can go to the Sprint Service Center and speak to a Technician or a manager and have them replaced there.

Service Center's like the one I work at get tons of "freebie" chargers to all phone models and almost always save manuals. You can also bring your old pc connection and ask to have it exchanged for the current model that you do have now. J

im, if a customer accidentally breaks a phone even if it is in Sprint store inventory it has to go through lockline to get it replaced. Stores only cover phones if there is a manufactor's defect. You should now that if you worked for Sprint. I hope this helps you out Elizabeth.

Lynn,as a former employee I empathise with your job, but Lockline may be a separate co. from Sprint PCS, but it is the company that PCS has chosen to represent them for ERP (equipment replacement plan).

Sprint should be able to back up the charged service,i.e. why pay for a service if there is no guarantee that you are going to recieve satisfaction. It sounds more like "passing the buck" by refering customer to Lockline, especially if Sprint inventory shows that they might even have the phone in stock.

While in there employee it frustrated me greatly to refer a customer who had purchased insurance on a phone to tell them to call Lockline, that there would be a $35 fee to replace the phone...that it probably would not be new, but "refurbished",...and that if they made more than two claims within one year, Sprint/Lockine would cancel there insurance for the period of 1 year....scenario

#1. You buy a phone. get insurance. lose phone 1st week. call Sprint. Srint refers you to Lockline who sends you used phone. Phone eaten by dog next week. call Sprint. refered tp Lockline. Get used phone, not your model. call Sprint to complain.

Phone no longer in stock. You as customer was not informed at POS that shelf life on phone is only 3 months.not informed about terms for ERP or Locklines relationship to Sprint...Bottom line--your SOL

As a Sprint employee, while I do understand your being upset, I have to inform you that you are actually complaining about Lockline, a seperate company from Sprint, that handles the equipment replacement program, instead of complaining about the Company, call Lockline back, the number is 1-800-584-3666. I have listened on a call where the representative of the company has told a caller that if they cannot send them the same phone that they have, they will send a charger and book on the new phone. If they are not meeting your expectations, please complain to them.