Sprint... Lessons from the Company of NO!
Sprint had acknowledged my ongoing lack of service problems with credits over the last few months, along with ongoing, failed promises that the problems would be fixed. Ultimately we decided that they have significant issues that would not likely be resolved anytime soon. They were unable to deliver the service we are paying for. Throwing in the towel, we made the hard decision to switch carriers.
After hours battling Sprint's policies regarding our contract, "Bob," a "Senior Level Account Manager" at Sprint agreed to release us, waiving Early Termination Fees. [Ed. Note: The names in this story have been changed.] I asked Bob to confirm their contract release in writing before I made an investment (about $750) in new equipment with another carrier, but was told that was "against Sprint policy". ...Really?? Why can't such an agreement be documented so there are no misunderstandings?
Lesson #2: Consider reasonable options. When things go wrong it is customary to consider reasonable compromises to make the best of a bad situation. Sometimes it's about working with the supplier and coming up with a fair resolution everyone can live with. If a proposal doesn't work for you, suggesting an alternative option helps to continue a conversation that can led to a mutually agreeable solution for everyone.
When we have switched carriers in the past, new phone costs have been offset through the sale of our current phones. However, Sprint refused to give us this option and demanded we return our phones.
We understand that the high cost of smartphones is subsidized through two-year contracts. Since Sprint required our phones be returned, I requested that they at least prorate the cost for the time we have used them, which was about 10 months (not including the time there was no service). This would be a fair compromise, and cover a portion of our loss. Bob, the "Senior Level Account Manager" at Sprint refused this proposal.