Return Kit?

[verhobb]

Have any of you fine people ordered something, received it defective and then they promised to send you a "Return Kit"?

I received my defective product (extended battery) on 01/21/2007 called them that day and they promised to send the kit. I called back a few days later after it never showed up and after being transferred about 4 times I finally was told that the kit was never ordered. The lady I talked to finally-at least I thought-got one ordered and gave me a reference number. She said I would receive it last thursday. When I did not get it last thursday I called and after being transferred about 4 times and a lady finally said it was shipped on that day (thursday). It is Monday 02/05/2007 and I have still not received the return package. I called on friday to get a UPS tracking number and finally gave up when no one could help me after being transferred several times. I was given the reference number that was originally given to me along with other reference numbers that I have no clue what they mean. I have spoken to probably 10-12 different people who have not helped me. I have demanded a tracking number several times and no one can help me.

I called again today-*2, cancel---I was told that on the thursday mentioned above that the order was sent to the warehouse for the return kit-not shipped out. He assured me that I would get my return kit once it is processed by the warehouse.

I am pretty much furious at this point. My concern is that when/if I receive my return kit it will be past the return policy period. I was assured that they would still honor my return. I wonder if I am even going to get the kit.

Have any of you had similar problems with orders/returns/customer service?

I will never order another thing from telesales again and my advice is to not call sprint unless absolutely necessary.

Please help and thanks for reading.

[anskY]

If there are notes in the system they might still let you return it

[Obliark]

Just keep calling in and have them notate it, if it's notated that you called in prior to the day it expires, you are fine.

You've learned a lesson many of us Reps learned the hard way, NEVER CALL TELESALES! I gladly throw away my bonus and refer people to a store so they can get their phone properly.

That being said, any rep at *2 should be able to order a return kit, sorry it's causing such a problem for you.

[Wayne 1]

A similar occurence happened to me. Typical Sprint!!!!!

My advice call the order support dept, be prepared to wait for awhile. They are on top of moving products around MUCH better than the other clueless depts. Their number is 866-404-1335 :lol:

[New91]

It does take a few days but just request another kit.

[verhobb]

UPDATE: As I was typing the original message I was on hold at 1-800-892-0752-which I was told was the warehouse. After being on hold for one hour and 5 minutes I spoke to a lady that told me that my return kit was indeed sent out on 02/01/07 (the thursday mentioned in the original message) and that it was sent United States Postal Service. I explained how frustrating it is to be told several different things by several different people. She assured me that not everyone knows to check the different screens for the different shipping methods??

Knowing that USPS takes several days I guess I will have to wait to see if I get the thing. The positive to this is that I have had three or four different people tell me the same ship date. Then again all of them except the woman today told me UPS and once I mentioned a tracking number they could no longer tell me anything. Then the guy from earlier today said that it has not shipped and the order was sent to the warehouse. This was how she went into the story of the different screens and shipping methods--after I explained all of this.

I appreciate your responses. I was told that because the system is filled with notes on the subject that if they don't actually receive my defective product until after the policy date that I am still protected.

I honestly am amazed at how bad this experience has been. This is just craziness!

BTW-She could not give me a USPS reference or tracking number---the waiting continues. This absolutely sucks.

[Wayne 1]

The order support dept is the best dept for this type of issue, by their own statement's, they are seriously understaffed and long wait times are typical. The fact is they took care of these type of problems for me when other depts were clueless. That's a fact! ;)

[verhobb]

02/06/2007---Still no return kit---maybe tomorrow

[Wayne 1]

Keep calling, with Sprint it's a game..... ;)

[verhobb]

02/07/2007--no return kit---called sprint--they told me to wait until friday and if not received to request a new one. Once again-this is an ongoing issue since 01/21/2007.

[Wayne 1]

IMO Sprint has determined that preventing returns looks good on paper. It prevents returns that are credited back to the customers account. I think they believe its poor business practice to allow these returns. This follows a trend among American business, that is cracking down on returns to increase the bottom line.

[verhobb]

What I don't understand is how when I call they cannot give me better service. Good customer service would have been after I called 01/21/2007 to have received my return kit two days later. Instead i've had to call numerous times and be told different things. They still assure me that my return kit shipped on 02/01/2007 but it still has not reached my mailbox. I think my notes are so filled up at sprint that they must think I am an idiot. I have never had this bad of customer service experience in my life. I have been polite when I call but I have spoken my frustration (politely) and been persistent with them. I don't see why/how this is so difficult for them to get taken care of.

[Wayne 1]

What I don't understand is how when I call they cannot give me better service. Good customer service would have been after I called 01/21/2007 to have received my return kit two days later. Instead i've had to call numerous times and be told different things. They still assure me that my return kit shipped on 02/01/2007 but it still has not reached my mailbox. I think my notes are so filled up at sprint that they must think I am an idiot. I have never had this bad of customer service experience in my life. I have been polite when I call but I have spoken my frustration (politely) and been persistent with them. I don't see why/how this is so difficult for them to get taken care of.

IMO you are certainly within your rights to play hardball with Sprint. In other words contact executive services, if no immediate action is taken, then contact your state corporation commission and register a complaint.

[verhobb]

If I don't get the kit by friday I am going to call back and try to talk to a supervisor. I have a feeling that it won't help either but I am going to see what happens. I wish a sprint employee would see my post and offer help/advice.

The way I see it, I am out 60 bucks, it's not my fault that the product is defective. They are not cooperating to try and resolve a problem that they created-which is horrible customer service. Sure they said it shipped on 02/01/07-but again-they said they would ship one when I originally called and it was never sent. I will believe it when I see it. At this point the only thing that is keeping me from cancelling my service all together is the fact that they give me 15% discount from work and 10% courtesy.

[Wayne 1]

NOT telling customers the truth is not cool Sprint! Cut the bs. :irked:

[verhobb]

02/08/07-no kit---on hold with the number provided by Wayne 1. I also have an email prepared.

[Wayne 1]

02/08/07-no kit---on hold with the number provided by Wayne 1. I also have an email prepared.


Good for you, order support has the power on these type of issues, one is wasting their time with ANY other dept. Good luck and hang in there!! :)

[verhobb]

Well the woman I talked to at order support was the most helpful yet. She answered all of my questions. She said that it can take up to 10 days to arrive and that the kit was shipped from Texas via USPS. She even ordered me a new one just in case i don't receive the other. She advised I send the kit via UPS and get a tracking number. She said to watch it on the UPS website and when it shows delivered on the website to call them back and they will credit my account once they verify with UPS website. That sounded odd to me but I am going to do what she says. Knowing that it shipped from texas via ground USPS explains why I have not gotten it after 5 full days. Man, I am really going nuts over this whole issue.

[Wayne 1]

Welcome to Sprint's world, it's a weird and sometimes wonderful place. With Sprint you have no choice but to take the good with the bad. For me and apparently many others, the good outweighs the bad..... :lol:

[midwestkel]

I see the RMA kits that were ordered by reps. We have a couple of different systems that we can order from and when we do it we need the phone make/model ESN #, reason for return or it will slow down the process. Once we place the order we are told to tell the customer 5 business days until you get you kit so dont get mad at us.

Once we place the order all we can do @ CS is notate the account and find out if the customer has any more issues.

Talking to a supervisior will not do anything because they will probably just listen to what you have to say and order another one for you.

Also please don't call as soon as UPS says we have it because customer support cannot do anything but wait until the warehouse verifys that we REALLY recieved it and then they put the credit on the account.

Hope that helps some.

[Dan]

I see the RMA kits that were ordered by reps. We have a couple of different systems that we can order from and when we do it we need the phone make/model ESN #, reason for return or it will slow down the process. Once we place the order we are told to tell the customer 5 business days until you get you kit so dont get mad at us.

Once we place the order all we can do @ CS is notate the account and find out if the customer has any more issues.

Talking to a supervisior will not do anything because they will probably just listen to what you have to say and order another one for you.

Also please don't call as soon as UPS says we have it because customer support cannot do anything but wait until the warehouse verifys that we REALLY recieved it and then they put the credit on the account.

Hope that helps some.

Its too bad that the warehouse is so slow at times. The horror stories we have heard here about retuned phones!

Customers have to realize UPS just drops off a pallet of return kits most likely and does one scan to say they have all arrived. Now, it would be reasonable to think that the phone has been checked back in within 5 business days though! :lol:

[midwestkel]

Yeah, 5 days is what I usually say; as people here already know that the warehouse is under staffed and they do so much stuff.

[booey]

ok, so i returned a Moto Q that arrived back at sprint on Jan31. still no credit on my account, as my bill is still over $500.

is it even worth calling today to see what is going on? as its been over a week since sprint has gotten my return.

[midwestkel]

Yea I would call, be nice and dont expect the CS rep to be able to give you that credit you will probably half to be xfered to another dept.

You might be able to get the CS rep to apply a temp credit untill teh warehouse credits you account.

[jayhuffdaddy]

I'm going through the same crap right now. They claim they ordered it. Usually I would get it next day via DHL. Called again today and they ordered another one. If I get charged for the phone I will be raising hell.

[PrincessPixie]

I will keep this in mind if I ever have to return something. Wow! I'd be getting frustrated, as I'm sure ya'll that are dealing with this probably are by now.

[Wayne 1]

Again BE SURE to call order support on these issues, DO NOT call any other dept (you're wasting your time). They are the only ones tasked to determine the exact status of the order. The fact is the other depts that do have a clue.......will call order support for the up to date info! ;)

[Eyecon82]

dude..i've been having the same problem...my treo has had a headset jack failure (under 30 days) and i called in to get a new one sent out ..i have sero..so i had to do telesales.....i waited like 3 weeks called back and they said the warehouse canceled the order saying i needed to go into a store to do this......this is not the case cuz i got it through sprint.com/sero

im so madddd...i talked to so many diff depts and no one has a clue

[verhobb]

UPDATE:: 02/10/2007--I still have not received my return kit for my defective battery that was supposedly sent out 02/01/2007. I will have to call once again to see if the new one was sent out like the last lady I talked to promised. I am so ticked about this (as you can see from previous posts.) I would be 10 times as mad if this were over a phone though. Ground service from TX to KY should be here by now-even with USPS.

[jivey]

Well I got my Q on the 22nd (I think) on a Monday, called exactly a week later to get a return kit. After waiting a week called back and was told to give it until Wednesday, well called back on Wednesday when I still didn't get the return kit so they ordered me another one. So far, still haven't received it. :(

[Wayne 1]

IMO this whole deal smells like a scam, approved and it seems is common at Sprint. I dealt with my own version of this bs a while back.

For those of you wanting to move it along, I think it may be a good idea to prusue relief thru BBB and other agencies (for example: corporation commissions, state attorney general, media troubleshooters at TV stations and newspapers) outlined in this and other similiar threads.

It's obvious to me (IMO) what Sprint is doing. They're trying to slow money (credits) going out to make the books look better to the bean counters and ultimately top management in the company. Apparently customers are getting caught in the money squeeze.

[verhobb]

Isn't this ridiculous! I am approaching the 30 day mark (on the 21st) and still no return kit.

[Eyecon82]

im 45 days into my contract and no return kit!!!!!!!!! ahhh sprint

[Wayne 1]

Stores only for purchases of phones and accessories? ;)

[Dan]

Email or write a letter requesting your return kit at the same time you call for the 2nd attempt.

Make a paper trail, which will generally benefit you. Obviously you need some proof that the letter was recieved if its "standard" US mail so either delivery confirmation or return reciept would work.

It sounds like the sprint stores should have return kits available in them for customers who purchased from telesales or retentions. Honestly, a simple call for a RA number, write said number on the shipping label and put the phone in the box.

Ya know, many companies include a pre-printed return label with every purchase and give the return instructions clearly on every invoice. Include a UPS label for the customer to slap on the box the phone was shipped in to return it to sprint.

The label would have a tracking number on it already, and think of the savings against the cost of actually shipping a "return kit" to a customer. Sprint could require the customer call a certain 800 number to get an RA number so simple issues may be able to be corrected as opposed to phones being returned.

Another dumb idea of mine. I figure of a company like victorias secret can print out a return label on every order they ship, surely sprint could have a system like that. I'd bet VS pulls more orders in a day than sprint pulls in a week!


:wavey:

[Roccity14624]

what happens if you never return the phone to sprint? i have had my old phone that i was supposed to send back for 6 months now, sooooooooo?

[Wayne 1]

what happens if you never return the phone to sprint? i have had my old phone that i was supposed to send back for 6 months now, sooooooooo?

They may eventually bill you for any "new" phone not returned to them.

[Roccity14624]

thats what it was, brand new. had it for 6 months, never sent the old phone that needed to be replaced back to sprint, nothin has happen. Its almost been a year

[Wayne 1]

After that long they might not catch it. Sounds like someone messed up the paperwork. One wonders if a red flag would pop up if you ever used the old phone. Does it work?

[poolin1243]

it took me 2.5 months to get return kits for 2 phones...

ended up that because i wasnt getting the kits, sprint charged me 1100.00 for the two phones, red-lined my account, andd started shutting off my service after every few days

call *2 and ask for a supervisor...thats the only way (even then it took me a while to get one that actually would follow through and order the return kit)

and when you call back and they say a return kit was out of stock, thats absolutely crap....the "return kit" is merely a UPS padded envelope with some instructions inside...pshh.

[jayhuffdaddy]

Well the warehouse got my phone back yesterday and my bill is due on March 21 for like $370. This is because of the damn phone. My question is how long has it usually taken you guys to see your credit once the phone has been received. I'm hoping that the credit is put on before my bill is due.

[Wayne 1]

it took me 2.5 months to get return kits for 2 phones...

ended up that because i wasnt getting the kits, sprint charged me 1100.00 for the two phones, red-lined my account, andd started shutting off my service after every few days

call *2 and ask for a supervisor...thats the only way (even then it took me a while to get one that actually would follow through and order the return kit)

and when you call back and they say a return kit was out of stock, thats absolutely crap....the "return kit" is merely a UPS padded envelope with some instructions inside...pshh.

I've repeated the following several times in here, to hopefully prevent these horror stories Sprint is making their valued :lol: customers go thru.

Call the order dept. ONLY, when these issues arise. They are the ONLY dept. at Sprint that really has all the info on phone orders, returns, etc. Don't waste your time with the other depts on these type of issues.

[Wayne 1]

My recommendation to all of you with pending credits is to call Sprint every damn day and constantly keep the pressure on. They obviously are running a scam. Call executive services if regular CS dept's are dragging their butts on these issues.

[jivey]

Yeah I am currently awaiting a credit on my bill. Sprint got the phone back last week. So I called Monday and today and they are still saying it is not showing up as returned. I'm gonna call back Monday or Tuesday and demand the credit.

Wayne...what is the # to the Order Dept.?

[Wayne 1]

Jivey:

The order dept. (warehouse) number is 866-404-1335 :)

Good luck to everyone! Remember, call them frequently, I'm a firm believer the squeaky wheel gets the grease. ;)

[jayhuffdaddy]

My recommendation to all of you with pending credits is to call Sprint every damn day and constantly keep the pressure on. They obviously are running a scam. Call executive services if regular CS dept's are dragging their butts on these issues.


Well took your advice and called executive services. My bill went from $370 to $33. Worked like a charm. Just gave them the tracking number and they called over to the warehouse to clear things up.

[Wayne 1]

Good for you! I'm glad it worked...... :)

[Eyecon82]

Jivey:

The order dept. (warehouse) number is 866-404-1335 :)

Good luck to everyone! Remember, call them frequently, I'm a firm believer the squeaky wheel gets the grease. ;)
thanks...i have a lot of people to bug in that department...they owe me another treo 700p!!!

[jayhuffdaddy]

Hey Wayne, here is a question for you. You know how I told you that when I called executive services they credited me back right then? Well I login to my sprint account today and I'm thinking he didn't tell the warehouse he took care of it. There is now another credit for $323 on my account. Do you think that this will cancel out or is it going to stay on there because when they check the phone back in it automatically gets put on the account?

[Eyecon82]

that's just a temp credit they stick on ure account so the order will go thru 4 the phone

[jayhuffdaddy]

I already have the phone and I got the credit from executive services. He said oh I see why they didn't credit it back is because the other rep gave you a $21 credit and it was not even or something like that. I really don't know if this credit will fall off.

[Wayne 1]

Hey Wayne, here is a question for you. You know how I told you that when I called executive services they credited me back right then? Well I login to my sprint account today and I'm thinking he didn't tell the warehouse he took care of it. There is now another credit for $323 on my account. Do you think that this will cancel out or is it going to stay on there because when they check the phone back in it automatically gets put on the account?

Several months ago, a csr told me when a csr screws up, the checks and balances in place will catch it. If that is true the credit will be removed from your account. It's been my experience that sometimes Sprint catches them and SOMETIMES they don't. :fingers: :)

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