Avoiding early termination charges With Sprint

i called sprint today to cancel my service. i have been a very loyal customer since 1999 and have payed every one of my bills on time. my contract ends july 2007 however i am moving into an area that is on their Roaming plan..not pcs. I called them after having 12 dropped calls just trying to get a hold of them at customer service. The first woman said that she was sorry and that she could terminate all 4 phones on my line free of charge. I said that i would call back. I get to the cingular store, pick out the phones and plan. i call sprint and they said that they never doccumented the call. i said r u calling me a liar,why wont u take the word of what that lady told me, i have been a loyal customer for 7 years! after being on hold for an hour and transfered to 564654 different people they said that they would put in a ticket for our area. they show service in our area...but there is no service...i dont need to pay the $600 fee...but need to change now...help????? maybe bring up the fact that im moving where they are roaming and its cingular coverage...isnt there a law and part of the contract i signed saying they HAVE to provide service...i mean they are totally f****** me over when i am paying $185 for 4 lines and 800 minutes. sprint sucks!!!! HELP, any advice on what to say to them...or what i can do?? thanks

I signed up with Nextel (actually Nextel Partners) for new service and had my 3 numbers ported over. I use my cell phone for my primary numbers (no house landline) and could not get service at my house (Coverage chart shows coverage). After putting in a trouble ticket at the local store, through the internet, and over the phone to customer service, I decided to take them up on the advertised "15-day money Back guarantee" in the store. I signed up for new service and had my phones ported over and then took the Nextel phones back to the store, and called CS to cancel. Supposedly all was fine. Now I get a bill for the entire month's service (which I will agree to pay - I understand about monthly billing) and $200 ETF for each of the 3 lines.

I called NEXTEL and after a call back from a supervisor was told that I had over 30 minutes of usage on the phones (mine actually had about 230 minutes becuase I use the phone for work as well) and that the guarantee is only good for upto 30 minutes of usage.

Do they think I'm an idiot? Lets see here, 15 days and 30 minutes...or 30 days of service and 60 minutes of use. Who sells a plan with 60 minutes!!!! 30 minutes of use is not even a day of use so how can they advertise any length of "money back guarantee".

I have put my account in dispute and should hear back from them in 3-4 days. I am in the military and will take this to the Staff Judge Advocate (SJA) or military lawyers to have them handle this if necessary. Ridiculous!

they lied to me over and over each saying something different...5 different lies. i just kept on calling and complaing and the guy said wait 72 hours and call him back....he said if service still sucked then they would cancel with no $600 ETF....and i know it wont get better so as of tuesday i will be a cingular customer

I havent actually tried this method but in theory, it should work. Because of the merger between sprint and nextel, the company allows you to switch between the two companies' plans once, without paying and ETF or activation fee. So if your on nextel, and you switch to a sprint plan, you have to start a new contract over with sprint,(ending your nextel contract) and sprint has a 30 day gauruntee which allows you to return your phone in perfect condition within 30 days (if you are not satisfied) for a full refund and deactivations of your phones. And thats the perfect solution to get away from the evil sprint and nextel contracts

also be aware that if you use your new phone and use over 60 of your new plan minutes, that you will be unable to cancle the phone without an ETF.

Any feedback on this idea would be great.

My name is Mario and I work at Sprint Nextel: Nextel division, Customer Care.

The idea of avoiding ETF switching between Sprint and Nextel is good, but after ported out and when you try to return the phone before the 30 days, the retention (Or Account Services) department will see that you are a ported In customer from Sprint (or nextel if apply). And will see at the system that you had a contract.

If the retentions representative of Sprint/Nextel dont look your old contract with the old service provider, you can avoid the Early Termination Fee, however, in many cases, the system of Sprint can save your old contract in Ensemble (Our system) and you can be charged, without the notiuce of the representative.

no offence or anything mario, but what customer care does sprint nextel have if any......i mean its just a bunch an idiots who dont care about the customer working there

Not all the customer care representatives provide bad service. I try to do my best effort to remain calmed after a difficult call.

Well, its all about our company. In my appreciattion, Nextel was a better company than Sprint toghether with Nextel.

Customer Care is not "customer care", now, our department (Since the merger) is more like a telesales department. I will tell you about some rules there:

We can´t spend more than 6 minutes per call per cusotmer, we must sell at least 3 services per day, we cant transfer more than 10% of the calls (And there are a lot of departments), we must memorize about 30 Priceplans per month and about 50 different services, we receive about 100 calls in less than 6 hours! (And we´re paid for all this at $3.40 per hour!)

If we dont follow those rules, we can be fired, and if we make any credit that sholud not be posted on an account, we can be fired.

Can you imagine how must be work with that pressure. And in addition of that, if we are insulted by the customers or one of them shouted at us, we mustn't be unkind with the next customer.

Is not so easy, you think that we wait for the incoming calls, but when my last customer release the call, the next customer answers before a second, and he is angry because the IVR or the hold time!

So, I know, it´s our job, but please think all this before make any conclusion.

u may have a tuff job, but thats no reason that all of you change ur story and never call back... i have been lied to 7+ times by u guys and the supervisior told me that he would call me back and the rep who supposedly emailed him, apparently didnt. (the guy who said wait 72 hours and they would cancel without ETF if the problem was still there) hes out of rio ranchero.

Maybe I can help woth your problem, I just need your BAN to see the memos. By the way, in our customer care center at south-west we can make calls to customers, we only have inbound service, that meanse that we only can receive calls but not make calls.

The supervisor can make calls, an also the telesales department. We cant. I´ll be happy to help you, at least with some credit because I want to change you about your vision of Care.

the supervisior finally called back (the one who agreed to cancel without ETF) and said he would still go with what he said its just that he had to wait untill the 31st of august. i have filled a complain against sprint nextel with the BBB and the FCC and he said that my account is full of notes. he also metioned it went to some executive department. no one has called me about that one but he said that they (Sprint) had to resolve the problem by the 26th of Aug, but he cant cancel untill the 31st...is this whole cancel end of billing cycle BS or is he auctually telling the truth??? (and i want an honest answer not the traditinonal sprint pcs rep answer) ive already been given a $50 credit and credits dont solve my problems...not to mention that my bill (reg $175) is down to $79 because of all of my dropped call credits and the $50 one..... i said that i would continue to keep track of the number of Calls dropped and when he calls the 31st i would update him. also just wondering.....y do u work for sprint if u see that so many of your customers hate ur company. that must be a hard job talking to all of those customers who are mad....all what...36 million of us...or have u guys lost more??? im so frustrated now.....

Avoiding early termination charges With Sprint

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