retention/customer service problem

[mchappidi]

I called sprint last saturday evening and spoke with retentions. I ended up adding a line and getting a moto Q for $99. The rep said she would place the order and that the phone would go out on monday. When wed. came a round the phone hadn't arrived I called CS and they said there was no tracking number, but the phone was scheduled to arrive tomorrow (thurs.). On thursday the phone didn't come, so i called customer service back. They said that there was NO ORDER placed for the phone, so I gave them the employee ID number of the rep who helped me. She still hasn't called, and I am a bit confused.

Has this happened to others when they order phones through retentions?

[Lamuchachaloca]

it can happen sometimes if everything that needed to be added wasn't or if she didn't take a pymnt from you for the additional cost of the phone...or if the phone is out of stock....but there should be something in the acct to show why the order didn't go thru. The request for a callback from the agent might not get to her right away, its emailed thru to her mgr who then gives it her her, and you never know when someone has the day off...some managers only give them to thier team in the weekly meeting, so I would hold out a couple of more days to see if she calls you before giving up completely on her. But any acct svcs rep should be able to process the order for you and get another phone on its way.....you can also ask for overnight shipping. not a guarantee that it will come overnight but it usually speeds up the process a little bit once ups (or fedex) gets the phone.