BJGFSU
12-10-2004, 11:00 PM
Hey everyone. I've been reading the posts for a few weeks and really think you could all help. I apologize in advance for the lenght of this story. I'm a poor graduate student on internship, and can barely scratch by as it is. My 5300's port stopped working in october, and since I had it just 11 months I had no choice but to purchase a new phone from Radio Shack with no incentives. It was a Sunday, and when they tried to activate my phone in-store they told me they were doing maintence and I would have to make the ESN swap call myself later that day.
When I called that evening, the rep did the swap and stated I had to leave the phone off for 4-6 hours to let the swap take place. I also wanted to activate the insurance. The rep said I could, and transferred me over to the lockline people. Lockline said it would have to make a test call, which I know is standard, but what I realize now was ridiculous was that it made the test call attempts while the phone was in the process of being activated, making it impossible for me to receive the insurance test calls. At the time I was unaware anything had went wrong. I lost the phone in the last week, and tried calling for a replacement. They explained to me that the test calls had never been received, and could not replace the phone.
What I'm hoping is that someone here can tell me where I might take my complaint, which is that the customer service rep transferred me to the insurance setup without explaining what would happen, and that it was impossible for the insurance and ESN to be activated at the same time. Had it been explained properly, I would have at least known to call again to set up the insurance and wouldnt be in this lousy situation. I already have a retention plan stemming from a period earlier this year when Sprint didn't send me a bill for FIVE months despite numerous complaint calls when they screwed up my online bill pay registration. Even if they cannot offer me a new phone for just the deductable, any sort of price reduction would at least help me somewhat.
Thanks for any tips or ideas you can provide me with.
When I called that evening, the rep did the swap and stated I had to leave the phone off for 4-6 hours to let the swap take place. I also wanted to activate the insurance. The rep said I could, and transferred me over to the lockline people. Lockline said it would have to make a test call, which I know is standard, but what I realize now was ridiculous was that it made the test call attempts while the phone was in the process of being activated, making it impossible for me to receive the insurance test calls. At the time I was unaware anything had went wrong. I lost the phone in the last week, and tried calling for a replacement. They explained to me that the test calls had never been received, and could not replace the phone.
What I'm hoping is that someone here can tell me where I might take my complaint, which is that the customer service rep transferred me to the insurance setup without explaining what would happen, and that it was impossible for the insurance and ESN to be activated at the same time. Had it been explained properly, I would have at least known to call again to set up the insurance and wouldnt be in this lousy situation. I already have a retention plan stemming from a period earlier this year when Sprint didn't send me a bill for FIVE months despite numerous complaint calls when they screwed up my online bill pay registration. Even if they cannot offer me a new phone for just the deductable, any sort of price reduction would at least help me somewhat.
Thanks for any tips or ideas you can provide me with.