Cancelled features with tech support problems

[eng1neer]

A word of caution. I had a technical problem with txt msgs not going to or from my phone several days ago. I had the free/included txt messaging code on my acct.. I called tech support to get it fixed. They explain the usual procedure is to unprovision and reprovision the service.. so he takes the txt msging off the acct... then goes to add it again... System says invalid code and he cant put it back on. Goes to supervisor.. Supervisor says.. code gone we cant add it again.. so they stick a different txt msg code on my acct. which did not fix the problem and start a tkt on my issue. I notice that the new code has a $15 price tag and call back into tech support to explain. They put me on hold for 20 mins and come back to the line and say we have put a $15 reccuring credit on the line and she cautions me that if anyone removes the feature, the $15 credit will go away. Now, Support starts to work the tkt, calls, and asks permission to reprovision my data to correct the problem and further advises that it will wipe out any email or data I have stored on sprints system. I call in give permission. 1 day later they reprovision my acct and txt is now confirmed working and my voice mail has to be set up again. I call back to make sure that the $15 feature AND the $15 monthly credit is still in tact. Guess what.. thats right.. what $15 credit.. its gone. So now I call into retentions and ask that since code is now gone can they reapply the credit again. On hold for 15 mins.. (thats never a good sign with retentions) They come back to the line and say: Code is gone we cant add it any more.. I then asked about the $15 credit and she advises they can't do that either. She then says, "I gave it to my supervisor who has to go to a manager and above now to try and put this back on your acct." She then says: "I'm not sure if we even can but I see where it was removed by tech support and we will call you back on Wed. or so and let you know the outcome of the escalation."

I'm betting on no call back or if they do, the rest of my features will be toast.

So it appears that, if you have some of those nice no charge included codes that have expired, and there is a problem on your acct., you might want to make sure that the rep does not blow the code out and try to re add it as it might be gone for good and take an act of the sprint congress to get it back on the system.

[Dzalumni]

Sorry about your issue. This is just another example of how Sprint is not trying top stop the Churn!

[He123321]

The new CEO is cleaning house, and many will feel his pimp hand which is strong.

[clh]

FYI-back when the pearl came out I bought 2 one for myself and one for my son-in-law.all of a sudden I could no longer get texted tone.etc from a certain fun site.I assumed that it was because of the $30 bb plan and left it at that.5 or 6 weeks ago I switched to the touch and still no ability to receive text from that site and a couple others(including the sprint developer site).after talking to tech support reps(8+) I emailed that "fun" site and they emailed back that it seemed that I had a block on my account.I called tech support again and got a rep I had talked to in the past about other issues and he looked into it.Bottom line-someone at sprint had put a block on all 5 of my lines to block short msg text.within 10 minutes everything was fixed.BUT-the tech told me that the only way sprint will put a block on is if the account holder calls in and asks for it to be done.
Now the question is-would sprint be sneaky enough to put a block on lines that they believe are receiving free ringers etc from free sites??I am not accusing-just asking!

[Imajika]

Actually those codes are VERY clear and you get a warning when you try to change/delete them. The codes are very specific and there's no way you can mistake them for something else. If you try to change/delete them, the system warns us. If I ever see one of those, I leave them ALONE and do all other tech support troubleshooting first. Most of the time, it's NOT necessary to completely remove a code and add it again. We can just temporarily suspend it and then enable it again so it gets reprovisioned. There's hardly ever a reason to complete remove it and re-add it. Sorry you had issue with it though. :(

[channel125]

FYI-back when the pearl came out I bought 2 one for myself and one for my son-in-law.all of a sudden I could no longer get texted tone.etc from a certain fun site.I assumed that it was because of the $30 bb plan and left it at that.5 or 6 weeks ago I switched to the touch and still no ability to receive text from that site and a couple others(including the sprint developer site).after talking to tech support reps(8+) I emailed that "fun" site and they emailed back that it seemed that I had a block on my account.I called tech support again and got a rep I had talked to in the past about other issues and he looked into it.Bottom line-someone at sprint had put a block on all 5 of my lines to block short msg text.within 10 minutes everything was fixed.BUT-the tech told me that the only way sprint will put a block on is if the account holder calls in and asks for it to be done.
Now the question is-would sprint be sneaky enough to put a block on lines that they believe are receiving free ringers etc from free sites??I am not accusing-just asking!


There was probably a mis communication somewhere along the lines, where someone assumed that there was supposed to be a block. I had something similar done to my account for phone lines. It turned out that because one line had requested for Caller ID block, that the rep misinterpretted as the sms block. Well it was s ***** to figure out. Nonetheless everything is back to normal.

This whole miscommunication thing seems to the "hallmark" of sprint in more than one way. Many ways to be exact. And it boils down to laziness. The more someone gets paid the lazier they become..lol CEO's for example..lol

The new CEO though loooks like he is going to do a good job for sprint.

[eng1neer]

Wow... It took until today.. but someone changed it back as of this evening... I had changed the plan to the $10 unlimited plan to help mitigate the damage.. but the feature (unlimited txt included) was re added this evening.. took a bit, but Sprint does the right thing....

My only clue was the phone showing txt msgs saying features were added and taken off the acct...

If I knew who did it, I would thank them..

I know its rare but once in a while you get a nice welcome surprise from Sprint :tu:

[DrkBlueXG]

Just so you know, there is a program that we use to fix any system errors if reprovisiong the code doesn't work. It's actually about the same as flicking on a switch. The reps you talk to just don't know what tool to use or don't have access to it.

[channel125]

Wow... It took until today.. but someone changed it back as of this evening... I had changed the plan to the $10 unlimited plan to help mitigate the damage.. but the feature (unlimited txt included) was re added this evening.. took a bit, but Sprint does the right thing....

My only clue was the phone showing txt msgs saying features were added and taken off the acct...

If I knew who did it, I would thank them..

I know its rare but once in a while you get a nice welcome surprise from Sprint :tu:

Well there is ALWAYS a code for each handset that tells the system what it can have and what it can't have. So even though your not subscribed to SMS and you get one and are charged for it, there is a code that is put on each plan, whether it's add-a-phone or not, that tells the system to enable this feature. It's more or less a coding issue of whether to charge for each one or not, or at which point.

With Vision, on the old system, there was the code/feature "ip basic" which enabled the handset to get internet services, period. Then secondly another code would have to be added, as far as a Rate plan is concerned, of whether or not you have unlimited, or what your limit was. A trick to make it so that internet couldn't be used on a handset was to remove "ip basic" from the plan, and of course to remove any internet plan. IP Basic, wasn't a plan, so don't get that confused. Another example would be 9pm N&W. Even though all plans come with this, the system won't give you the 9pm N&W weekends unless it's put on as part of the plan.

hopefully you guys understand. Now of course, this was under the old P2K system/RMS front/back office. Not sure if Back office or RMS is stillused now that the Old Ensamble is in place. And YES Ensamble is an Old system as well. It is the Nextel system.

[ladyjade]

i wouldnt be surprisd at sprint reps switching crap around without customer authorization.

Yrs ago i layed phone down t take bth, came back it didnt work,callle sprint,

they said my service had been switched to another phone within the past hour.
I was like WTH???? i didnt switch my service,i dnt even have an other phone ,i was in the bath
,
i threw a nice polite fit and made them fix it

Reps also in the past hd taked it upon themselves to try to slap me back under contract without my consent

When i got the new plan comfirmation in the mail guess what? AGAIN i threw a nice polite fit and made them fix it

I refuse to let them screw me over

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