Sprint... Lessons from the Company of NO!
After not hearing from Bob for a few more days, I called into the customer retention department to get this resolved. This time I spoke to someone who said we would have to return the phones but offered an additional $55.00 credit to our account. They had no problem providing written documentation of this agreement, which I received via e-mail shortly after we spoke. This is puzzling, considering Bob insisted that a written confirmation was against company policy.
Lesson #3: Honor agreements that are made. Have integrity. In the end, even if you lose the customer, at least know you were honest and tried to do the right thing.
When my "Senior Level Account Manager" Bob eventually called back, he was surprised by the agreement someone else at Sprint had made. He promptly told me it was invalid. In another completely dysfunctional business conversation, I was told Sprint would not honor Sprint's written agreement. According to Bob we had a choice to waive the Early Termination Fees, a value of about $800.00, or take the $55.00 credit only. After choosing to waive the fees instead of the credit, I asked Bob again if he would document what we had agreed to. Again he said NO and that "I would just have to take his word on it." ...Really?? Why should I trust in him, or Sprint, at this point?
Lesson #4: It should go without saying, but don't lie.
In discussing ongoing service outages, Bob from Sprint told me cell coverage is blocked in theaters as an excuse for why they have NO service. That's interesting since Sprint is my local theater's sponsor. Their ads tell you to "Silence Your Cell Phone." Silencing your cell phone is not really necessary if you have Sprint service in my area... at least at this time. As a new Verizon customer, I recently had a "date night" with my wife at the movies. Oddly I had Verizon cell service in the theater ...Really Bob?? Cell service is blocked in theatres? That's just not the truth.