This is why I dont trust sprint Reps.

Yeah, they speak english, but unless yours are better then the ones in my area, that isn't an improvement. The Sprint Stores in this area are focused on sales exclusivley, the don't service anything, and don't expect good customer service either.

Well since I am a Sprint/Nextel CSR and have been for 5 yrs. let me clear some things up for you. When you purchase a phone at the lowest possible price you are in a 2yr. service agreement. In that 2yr. agreement you are also in an Upgrade Frequency Program and that entitles you to purchase a new phone at the lowest price once every 23 months. If you need to upgrade or replace your phone within the first 12 months into your conract, you pay regular retail price, between your 13th and 22nd month you receive 75.00 dollars off the regular retail price of the phone,in your 23rd month you receive 150.00 off the regular retail price, you are also entitled to rebates as well. This is all with a 2yr. service agreement. Hope this clears thing up for you!

Clear and to the point, that should clear up many of, but not likely all the questions. My location no longer offers the one year contract, it was explained to me that those were no longer being offered by Sprint for regular consumers, if you know whether or not that is true, I would appreciate the information.

One thing I am not happy about with Sprint is that any time you activate a phone you restart the Upgrade Frequency Program, including buying phones outright, or activating used phones.

Many people dont understand that a store has different policies that when you call in to upgrade or replace your phone. Many of the stores dont do upgrade or replacements because the money for them is made from adding new lines of service. Yes there is a 1yr service agreement if, you are between you 13th and 23rd month and you are entitled to the 75.00 off for a 2yr contract but dont want to extend it but need a new phone, you can extend it for 1yr and only get 25.00 off the regular retail price.
If you have a phone and it gets lost or stolen or water damage or whatever and you dont have insurance, but you have your old phone or someone gave you their old Sprint/Nextel phone and you just want to swap your number on to that phone it does not extend your contract or put you back into the Upgrade Frequency Program.
Now saying that, sometimes when you call in to do that, our system does not recognize that you have not renewed your contract and will add the extened contract to your service, BUT we have recognized that and we now call over to a special team to verify that you only called to do a swap and not purchased a new phone. Hope that helps. If I can clear up anything else just ask.

Sorry to report, but that isn't just a bug in the system. The last Sprint training I went to I was told that any time you ativate a phone on the account you restart the UFP. Sprint has been doing it that way for some time now. If they're changing it now, it must be from a large outcry from current customers.

Well I dont know whos training class you were in, but thats not the case. If you have an old Nextel or Sprint phone that you had activated 3 yrs ago and swapped it out for another phone,and now you want to get it reactivated for another family member, you are not in an upgrade frequency program. You did not puchase a phone from us at the lowest price, you already had the phone. The rate plan you choose puts you under contract for 1 or 2 yrs but you are not in the UFP. Call NNSD and ask.

Last edited by McGirk on Sat Jul 21, 2007 4:13 pm, edited 1 time in total

June E. Mullen
Indirect Trainer
Michigan/Cleveland, Ohio

&

Multiple calls to Nextel Dealer support, 1800639**** option #3 option #3
Customers were stuck because they'd activated used phones. I also have plenty of testimony from customers who'd gotten hosed that way as well.

(Number recently concealed after point was made, so the good folks at Dealer support wouldn't get complaining customers after getting disconnected from Nextel Customer Care @ 18006396111)

Ah that explains it. Most dealers dont even know what dealer support is or have even heard of that dept.They are constantly calling us to place orders and we cant do it.When we tell them they have to go to dealer support most they have no clue what Im talking about. So that would explain it.
As Ive stated before YOU HAVE TO BUY A PHONE , AT THE LOWEST PRICE TO BE PUT IN THE UFP. IF YOU DONT BUY A PHONE, THEN YOU CANT BE IN THE UFP. If you pay full price then you cant be in the UFP. ITS LOGIC,think about it.

Explains what, I posted Dealer Supports number on my post, it was in My Circle so when I'm on hold I'm not charged minutes, I know what dealer support is. That doesn't change the fact that customers who'd purchased phones outright or activated old phones were denied the best price because of that activation, and I've had dealer support tell me that there was nothing they could do about it. Whether or not they are in the program, they are still being treated as if they were, and whether by design or accident getting hosed as a result.

Dealer support has nothing to do with UFP. All they can do is provide help with an order. It reads it like that in the system(UFP) but that isnt the case. If a customer calls in to me and wants to purchase a new phone as an upgrd and it says in the system that they are in the UFP when the customer says they have never upgraded their phone in 3 yrs, I ask if they'v ever made an insurance claim or had an inhouse claim done. Or maybe their phone broke so they've swapped to an old phone someone had given them. I call over to NSSD asnd have them verify the info the customer just gave me, and if it turns out to be correct, then we override the system and give them the discounts they are entitled to. I have no idea why you posted Dealer Supports number, as the one people who can use that number is Dealers themselves, and if they are a Dealer then they should have the number. Customers cannot call Dealer Support so handing out that number is useless. I dont know what part of Sprint /Nextel you work in but.!

This is why I dont trust sprint Reps.

Similar Topics

New Sprint Cell Phones

Carriers Talk

Manufacturers Talk

Mobiledia Community