Dear receiver, I am writing this letter regarding my experience and dissatisfaction with Sprint’s customer service. On February 25th 2011 my mother contracted with Sprint and purchased the HTC EVO 4G at 2651 Mission St, San Francisco, CA 94110 Sprint store as a gift for me, Jesus Ramirez. After my mother and I chose the phone’s plan, she purchased the phone, or so we thought. After signing the contract, the store representative (Guadalupe) told us the phone was not in stock but the phone had just been ordered and it would arrive in 3-5 days. Both my mother and I were upset because we were not aware that the phone was not in stock til after signing the contract.
I asked if cancellation of the phone was possible in order to purchase the phone somewhere else, but we were told that no store had the phone in stock and if we wanted to cancel the contract we would have to wait for the phone to arrive then cancel, so we waited. On 03/3/11, 5 days later (after my contract running) the phone arrived and I decided to keep the phone. After hours of playing and getting to know the phone, I noticed that no data was fetching on certain apps and I wasn’t able to download apps and also every time I would turn the phone off, the screen would stay black when I would try to turn it back on.
I would have to remove the battery in order to make the phone function. I went back to the store on 3/4/11 and told the manager (Fiorella Bouroncle) about my issue with the phone and let the technician take a look at it. They gave me my phone back and said the phone should be fixed. Data was then fetching and I was also then able to download apps, but the issue with the screen was still being a problem. On 3/5/11 I went back into the store and told a store representative attending me that my issue with the screen continued and she let the technician take another look at it.
The representative then said to me that if the problem continued, to come back and they would order me a new EVO 4G phone. The phone kept giving me the same problem, therefore I went back into the store a few days after and told the manager my phone was not working properly, and she said she would order me a new one. I repeated to the manager that I wanted a new phone, not a refurbished one because it didn’t seemed fair to me that the phone was defected before I touched it. The manager agreed and said stuff like that happens, but not so often, and assured me I would get a new one.
It took nearly two weeks for the phone to arrive to the store. When I went to pick it up, I noticed the phone was not in its own box, and I told the representative attending me, that I had a reason to believe that the phone was refurbished and I was not going to accept it. The representative then said the manager would be in store the following day if I wanted to work something out. I went back the next day and spoke to the manager and reminded her that I wanted a new phone, not refurbished. She said to me that indeed it was a new phone, and that she guaranteed the phone would work just fine. I was convinced so I accepted the “new” phone. Once again, I was playing with and fixing the phone to my way and my satisfaction, as I noticed the velocity of the phone was very slow compared to the previous phone I had just turned in.
I went back into the store determined give the phone back and cancel the contract before my 30 days were up because I was tired of having to take a trips to the store literally 1-3 times weekly and also to get my money back and purchase the phone in another store location (Sprint store representative told me that there was plenty of EVO’s on stock). After cancelling my contract, the store representative then told me I would have to return the phone myself in a return kit that I would be receiving in the mail. A week and 3 days later I received the return kit box and I immediately placed all the phone’s accessories inside the return kit box, except the phone because I was transferring unsaved data to my computer. Meanwhile, my mother mailed the return kit box accidently without the phone in it.
I had been really upset with the customer service I had been receiving at 2651 Mission St, San Francisco, CA 94110 Sprint store, therefore I did not wish to speak to any of their representatives, so it lead me to calling Sprint’s customer service phone line and explained to them my situation with the phone. The person I spoke to told me to go back into the store, and return my phone to the store manager like I should’ve done in the first place, and if the manager didn’t accept it, to contact him and email him back. The manager did not accept the phone, but she did order me a another return kit.
The problem now is that it has been two weeks and no return kit box has arrived. I called customer service phone line again and asked if they knew the status on the return kit box and said that they didn’t know anything about it. The representative then called the 2651 Mission Sprint store and explained to me that there wasn’t much they could do because my contract had been terminated. The phone representative suggested that I go into the store and ask the manager if she could order me another return kit box, give the manager my phone and try to get my money back from them, or make this complaint and speak to the manager’s boss and hopefully my problem gets solved….
what can i do?