AlpineMiata
04-27-2007, 09:00 AM
Sorry for the length of this post, but this process is still ongoing after nearly two months. All I'm trying to do is have my phone taken off it's old family account and put on my own.
Over month and a half ago my old contract expired. I've been with sprint for 8 years on a family plan that has three lines (years ago it had more). I called *2 to renew my contract and get a new phone, I had an old VGA1000. I explained to the lady that I was graduating college soon and would have to get off my parents plan, she told me that Transfers of Liability were easy to do and explained the process. After jokingly mentioning SERO to the lady she signed me up for a SERO 500 plan. The very next day a Q was shipped to me. I had planned to do all this at one of the few times of the year I would be at my parents (which is a several hour plane flight away) to make the transfer easier to do.
I went to the Sprint store by where my parents live and they activated my phone. I filled out my paper work and had my credit run and my dad filled out the necessary paperwork on his part. Two hours later after the store manager had been on the phone with Sprint, nobody could figure out why the Transfer of Liability wouldn't go through. They said an error came up on the screen that they had never seen before and that this process typically takes all of five minutes. They had no problems setting me up and empty shell account though, they just couldn't get my phone transfered to it.
The next day I was back at school and the original store I went to faxed all the paperwork up to my local store. I explained the problem to them, they tried running the transfer and the whole process repeated. They kept giving me dates that were a week away and told me to come back and it should work then. After going to the store at least once a week for over a month still nothing was working. They finally gave me a number for Employee Services and told me to call that to get things sorted out.
So this was last Friday when I called that number. Now when you call that number it says something along the lines of "Thank you for calling employee customer care" and asks you to put in your phone number. After that the line would go dead for a second and what sounded like normal *2 came up. The lady I talked to couldn't have been nicer, I stayed on the phone with her for two hours why she tried to figure out what was going on. At the end of that she said she had to put in a ticket with Technical Support. She said that she would call me back on Monday and tell me how things were going. Monday came, no call. Tuesday came and about 4pm I decided to call again. I called that number got a CSR who tried to help me for a while before telling me to call Employee Services. I tried to explain that I already had, but was transfered back to it anyway. Now that became and endless cycle for the next two hours of CSR's trying to help me (or not) with varying degrees of success before transferring me to that number and it not working for me. Not one had the same story or advice as the last.
Right when I decided to give up I got a call back from the CSR I had talked to on Friday. She told me that they still couldn't figure it out but that she would call me back when they could.
I have remained very calm and polite through this whole process. The problem is I have to get off my family plan, most likely by the end of the day. My parents have put up with this process long enough, which keeps being explained to us as being mind numbingly simple. I have classes all day at the end of the day I guess I'll try the Employee Service number again. After that I'm going to have to reluctantly go to Verizon and sign up for an account because it seems like that will be the only way for me to get on my own account. That will begin the whole process of trying to cancel my Sprint account without penalty and get them to refund the phone (which will probably be even more horrendous).
If anyone has any suggestions or comments please let me know. This process has been so frustrating and annoying. All I'm trying to do is get my phone off my parents account and on to my own account (which is already set up, but empty). Two Sprint Stores and endless hours on the phone with CSR's I'm about to give up and forget my 8 year history with the company.
Over month and a half ago my old contract expired. I've been with sprint for 8 years on a family plan that has three lines (years ago it had more). I called *2 to renew my contract and get a new phone, I had an old VGA1000. I explained to the lady that I was graduating college soon and would have to get off my parents plan, she told me that Transfers of Liability were easy to do and explained the process. After jokingly mentioning SERO to the lady she signed me up for a SERO 500 plan. The very next day a Q was shipped to me. I had planned to do all this at one of the few times of the year I would be at my parents (which is a several hour plane flight away) to make the transfer easier to do.
I went to the Sprint store by where my parents live and they activated my phone. I filled out my paper work and had my credit run and my dad filled out the necessary paperwork on his part. Two hours later after the store manager had been on the phone with Sprint, nobody could figure out why the Transfer of Liability wouldn't go through. They said an error came up on the screen that they had never seen before and that this process typically takes all of five minutes. They had no problems setting me up and empty shell account though, they just couldn't get my phone transfered to it.
The next day I was back at school and the original store I went to faxed all the paperwork up to my local store. I explained the problem to them, they tried running the transfer and the whole process repeated. They kept giving me dates that were a week away and told me to come back and it should work then. After going to the store at least once a week for over a month still nothing was working. They finally gave me a number for Employee Services and told me to call that to get things sorted out.
So this was last Friday when I called that number. Now when you call that number it says something along the lines of "Thank you for calling employee customer care" and asks you to put in your phone number. After that the line would go dead for a second and what sounded like normal *2 came up. The lady I talked to couldn't have been nicer, I stayed on the phone with her for two hours why she tried to figure out what was going on. At the end of that she said she had to put in a ticket with Technical Support. She said that she would call me back on Monday and tell me how things were going. Monday came, no call. Tuesday came and about 4pm I decided to call again. I called that number got a CSR who tried to help me for a while before telling me to call Employee Services. I tried to explain that I already had, but was transfered back to it anyway. Now that became and endless cycle for the next two hours of CSR's trying to help me (or not) with varying degrees of success before transferring me to that number and it not working for me. Not one had the same story or advice as the last.
Right when I decided to give up I got a call back from the CSR I had talked to on Friday. She told me that they still couldn't figure it out but that she would call me back when they could.
I have remained very calm and polite through this whole process. The problem is I have to get off my family plan, most likely by the end of the day. My parents have put up with this process long enough, which keeps being explained to us as being mind numbingly simple. I have classes all day at the end of the day I guess I'll try the Employee Service number again. After that I'm going to have to reluctantly go to Verizon and sign up for an account because it seems like that will be the only way for me to get on my own account. That will begin the whole process of trying to cancel my Sprint account without penalty and get them to refund the phone (which will probably be even more horrendous).
If anyone has any suggestions or comments please let me know. This process has been so frustrating and annoying. All I'm trying to do is get my phone off my parents account and on to my own account (which is already set up, but empty). Two Sprint Stores and endless hours on the phone with CSR's I'm about to give up and forget my 8 year history with the company.