this past week as i was looking over my sprint bill, i found that instead of adding a line to share the minutes, sales lady had added a second phone plan to my account! i was being charged over $75.00 for that particular line. so, i found sprint’s chat feature and started conversing with a customer support representative. when i told her what had happened, she checked on things, found we should have been sharing minutes, and told me she could fix this. my blood had started to simmer when i first saw the bill. this turned down the pressure. but then she told me that the best she could do was to adjust this amount down to $25.00 per month for the line, not back down to $15.00. it seems the system they use won’t allow for those adjustments. i asked for a manager.
i was transferred and proceeded to explain my situation to him. he looked things over and told me the same story that the previous customer service rep had just told me: the best he could do was $25.00 per month for this line and the system wouldn’t allow for any lower. they will make an additional $120.00 this year if this cannot be changed because their system prohibits them? in addition, they technically are in violation of the verbal agreement i made back in november. and if they are technically in breach of this agreement, i could get out of my contract sans penalties. the sales lady screwed up and screwed me.
he kept asking me if the reduction was something i wanted to do. what i wanted sprint to honor the agreement they made to me. since that wasn’t going to happen with these two employees i told him i’d accept the price adjustment down to $25.00 and the reimbursement for the overcharging and to put a note in the ticket that i was not pleased with this solution and would further pursue holding them to the promise. having done this in a chat session, the whole conversation is logged. my mistake was calling them to handle ordering the phone in the first place without recording the conversation. from now on, i will either deal with the sales reps over a chat technology, in person at the sprint store, or using some recording method (like skype) when i must call over the phone.