BUYERS BEWARE!!! THIS IS THE LETTER I SENT TO SPRINT CEO AFTER HAVING SUCH AN AMAZINGLY ABUSIVE SERVISE. Dear Sir I feel as the CEO to this company you should be advised about the Sprint Experience at the Cambridgeside Galleria Sprint Kiosk in Cambridge Massachusetts. The store manager who gave me this amazing service is Ian Smith, Store Manager, Sprint by Nexgen Wireless. I am a very long term ATT customer who was looking to change service due to value and price changes at ATT. I have been with ATT since it was Cingular One. I usually try to maintain within a company when the company continues to provide great service. ATT does not have a plan similar to Sprint where I can get the unlimited talk, text and data, so I began to shop around and decided to go with Sprint. This past Tuesday, 10/15/13, at approximately 1700 hours I went to one of your Sprint Kiosk. According to your web promo, I could get the iPhone 5c free with a 2 year activation, unlimited data, talk and text. I met your Store Manager, who introduced me to “His best associate”. During the process, at first, all appeared to be normal up to the point of my credit check. At this time it appears there was an issue with the credit system. They could not get my information. Now I know I have credit. I own my house, car and work for a great organization. I also asked if I could change my ATT number to Sprint and told I would get a $100 in store credit and that I would only have to pay the taxes on the phone using the credit for accessories. I was very pleased at first. I also know that as a Healthcare worker employee I get the corporate rate on my monthly bill. My daughter, who also works for the same organization has a Sprint service phone but she went to a full service Sprint store and there was no issues. Maybe that was my error, going to a kiosk. However, this Kiosk is representing Sprint and I feel you need to know what is going on. Again the credit was checked by the system was not working. The Store Manager, Ian, asked if I could call him the next day and that he would make sure all was set. Yesterday, during brunch I called to verify the status and was informed by Ian that all was set. All I needed to do was to come in and complete the transaction. On 10/16/13, at approximately 1400 hours I returned to the kiosk. Ian was not present but an associate by the name of Steven attended to me. At first Steven appeared more interested on the mall girls then my customer service. I explained what happened yesterday, Steven checked the credit and said it was not working and I needed to come back. I then explained once again that Ian said it was all set and asked Steven to call Ian, which he did and verified my claim. Believing this was it, I then gave Steven my ATT phone, gave him the information he needed to transfer the number from ATT to Sprint and completed the process of transferring my contact information and the activation process to the new iPhone 5c. As I completed papers Steven said that I would have to pay about $50 towards taxes and service. I explained that I could not understand, if I had the phone free and transferred my number for a $100 credit how is it that I have to pay about $50 and pay full price for accessories? His claim was that the Store Manager, Ian, gave me the wrong information. I then asked Steven to call the Store Manager, which he did, and was told the promotion was no longer active. Even though on the internet it was still going, it was over and that he had to charge me the amount. Believing it was $50 I accepted, but when I looked at the register I noticed I was going to be charged $137.00. Now, I have worked within my organization for over 14 years. I have been an investigator, Store Detective, Supervisor/Manager for well over 17 years prior. Based on my experience and training, while looking at the behavior of Steven and the other associates I can tell something was really wrong. I was being HAD. When I asked if I was being charged $137 Steven looked in shock and apologetic. He when so far as to say he was sorry and that he has been working at that Kiosk for several years, the Store Manager has only been around for a few months. Here my patience was gone I then demanded to talk with Ian directly. I was very anger and felt I was being ripped off, however Ian claimed the promotion was over, contacted his District Manger and nothing could be done and if I didnt want the phone I would have to reverse the process, which I did. Now I want to let you know, because of this I had to run around to get the phone back with ATT and spent approximately 3 hours total for something that should have taken 30 minutes and still no phone. Thanks to the top notch team at the Sprint Cambridgeside Galleria Mall, I had to waste time becasue of poor advertisement, lack of professionalism by the associates, no organization or communication skills within this particular kiosk. My one satisfaction was the fact that there were three other customers looking to get the same deal. They observed yesterday things as they unfolded. One of then felt compelled to jump in and say that this was unfair and false advertisement, ending the transaction she had started and stating she was going to file a report with the BBB. The other two waited a bit longer to see that I got my phone back and left too. Four potential sales. If it is true what satistics say, every time one customer has a bad experience, they tell 10 others people. In this case I plan to tell all my friends and family in facebook and they will continue the trend for me. My hopes are that you will read this and not ignore my letter. I would expect answers from your company. Based on your bios it appears you was hired as the CEO of Sprint because they where losing customers. Well sir hear is a breif look at why you might be losing customers. shop.sprint/mysprint/shop/phone_details.jsp?prodId=dvc7750014prd&deviceSKUId=77600091&flow=AAL&planSKUId=null&tabId=dt_phones&ptn=
Posted on: Fri, 18 Oct 2013 01:42:15 +0000
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