Oh, the woes of Sprint and Lockline

[Snoopy572]

So, I added the ERP on my account back in August, which I have been paying and have not had any issues needing to use it. My phone number was giving me and some trouble specialists (voice techs) some problems, and what they had to end up doing is reprovisioning that particular line. Once they did that, ERP would not go back on my account from the orignal date from 8-26-04, so he had to add it on and back date it, but the furthest he could back date it was 10-9-04. He promised he would leave a note explaining the problem, since it surely was not my fault that this had happened. I called into verify that the note was there and it was read to me. So, about a week or 2 later I call into Lockline and tell them I need a replacement and explain the situation and they say of course they can't read the notes sprint leave, understandable, but if ERP was purchased prior to 10-01-04 then the $35 deductible would be paid, not the $50. I said cool, I will call and verify the notes and see if Sprint might be able to call and tell you guys what happened. I called Sprint and that's something they cannot due, so I say ok let me call Lockline back. I call them and explain and the first rep just acts like she doesn't care and she can only go by what's on her screen, which I understand completely. So, I ask for a manager and see what else can be done. She says the only thing they can do to verify is to ask for an authorization and they would make a change on my account at Lockline after they read my account notes on my Sprint account. She said call back in 2 days and I should be ok. I call back this morning and they tell me they received the authorization and it states ERP has never been on my account whatsoever, I'm like WTH?!?!?! So, I call sprint on my other line and he tells me it was taken off my account on 11-19-04. Mind, you I have never called in to make any changes. I've got both parties on different phones and the customer service gold guy is telling me not to argue with them, because whether I purchased it before or after 10-01-04 I have to pay the $50, now the Lockline lady is saying the same thing. I am telling them that is not accurate, because I have spoke with another manager and agent who have verified this.

Well, I let the lockline manger go and talk to the customer service gold rep and he tells me just pay the $50 and he will give me a credit for $15, "in fact I'll give you an extra $5" WTH? I don't want the extra $5, anyways I tell him I'm still not going to have a phone because they have to go back through authorization. He says, "No, trust me.... they will see it's back added to your account and they will replace it".

I call Lockline...... "I'm sorry! You are not enrolled in our program, what we will have to do is have you call within 30 days of your purchase of a new phone and we will make a test call and you will be enrolled" I asked her to take a look at the notes and what has been going on, but she stuck to her guns and I askedfor a manager and they said the same thing.....


Can we say FRustrated?!?!?!?

[SU_Diva*]

I have had this same thing happen to me before when I ran over my phone. I called to get a replacement and lockline reported that I did not have ERP. Well, I had just killed a $400.00 phone and I was ready for battle. I called Sprint and found out that the last rep that changed my plan deleted it without my approval. They were offering me a credit and all that crap, but I wouldn't take. It, I calmly spoke with a supervisor and explained what happened, well I was on the phone for about an hour and I got irate by the end of the conversation. Needless to say there is a way for Sprint to go in and backdate it to the date it was taken off. I think I had to threaten to cancel and everything before that was done. Since it is clearly and error on Sprint's part, they need to fix it. ;)

[Merlyn_3D]

Insurance seems to have been removed on a lot of peoples account by accident. I heard it was because of a switch in the type of insurance. I had ot call in and reactivate it as well.

[Snoopy572]

Insurance seems to have been removed on a lot of peoples account by accident. I heard it was because of a switch in the type of insurance. I had ot call in and reactivate it as well.
I wish it were that easy, now they are saying I have to re-enroll, but my phone is not new and it is already damamged so she was saying I can't get coverage on it. I think Sprint should give me a new or even a refurb phone, but who would do that ret? exexcutive services? Maybe that's asking too much? Any suggestions?

[SLDNchick]

As far as what to do now that it's gone this far, I would suggest either calling executive services, or going in to a Sprint store if you've got a good one near you.
As for what they told you about you oweing $50 instead of $35 - that is correct. It didn't have anything to do with when you signed up for Lockline service. All customers with Lockline on their account currently will pay the $50 deductible as of 10/01/04. You could have had insurance on your account with no issues for 5 years, you would still be charged $50 if you placed your claim after 10/01/04.

[goodiemob]

[B]why do you have to pay $50 deductible?if u had no trouble for 18mths with ur phone and pay $48/yr i think sprint should give you and me a new phone b/c the insurance seems worthless to me$50 = $58=$98 it isnt fair to me.

[Hte2w8]

[B]why do you have to pay $50 deductible?if u had no trouble for 18mths with ur phone and pay $48/yr i think sprint should give you and me a new phone b/c the insurance seems worthless to me$50 = $58=$98 it isnt fair to me.
$98...where can you buy a phone for $98? You cant even get a phone for $150 from sprint. That's just faulty logic. What if you had your phone 17 months, one month shy of your handset upgrade eligibility, and something happened to your $650 Treo (for the sale of argument) or your $400 MM7400? I'm quite certain in an instance like that, you would opt to pay the deductible, and be happy you had the insurance.

I was very happy to pay the deductible for a replacement Treo 600. $50 over $600...I'll take that any day.

[Deval]

check and mate :hee:

[Snoopy572]

Called reention back and the basically told me the can't and won't do anything about it. She told me that it has never been removed from my account whatsoever. What she is probably seeing is that it was unexpired so it won't of course show a disconnected date or anything. Exec service is closed til monday. Dang, I just need a phone!

[June5422]

The information posted about the $50 deductable is correct. Reguardless of when you originally added the ERP you now have to pay a $50 deductible instead of $35. this has been effective since January of '05. They sent a bill insert out prior to this date to let customers know. As far as having the ERP added back on that can be done. There is a way to have that escalated and depending on how long it has not been on the account will determine what process you will have to go thru. Do you know when the last time you were billed for it on your invoice was?