Public Mediation

My Claim vs. Sprint (Headquarters)

K. T. vs. Sprint (Headquarters)
6391 Sprint Pkwy, Overland Park, Kansas, 66013, United States
Amount Involved: $1,050.00
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Statement of Claim
Complaint Involved (1) - View
Claimant says:
"My problem is with the cell phone carrier, Sprint. Last December I went into their corporate store in Temecula, CA to drop a line from my family plan and possibly renew the other two lines on my existing plan. I was told that I was eligible for their current promotion at the time: adding 2 Samsung Galaxy smart phones for a one-time fee of $8.00 per phone, and doing this would double the current data on my plan (from 20 GB to 40 GB per month). If I agreed to this seemingly phenomenal deal and signed on the spot, I would also be granted $300 to pick out any in-store accessories and/or merchandise and only pay the $50 tax up front. Not having any particular attraction to the overly priced goods being sold in the store, I reluctantly picked out a speaker, cell phone car charger, cell phone case, and screen protector only because it was part of the "promotion". A fews later when receiving my bill, I notice that the added Samsung Galaxy lines did in fact come with a contingency: $15 monthly data charge per line AND my data was not doubled. It remained exactly the same. I addressed this issue on the spot via their live chat service on the sprint website where I'm told that the store representative must have been misinformed, because all smart phones come with an added monthly data charge and that the said promotion did not double data usage. Outraged, I explain my story and I'm told that I still have time to cancel everything since it's within the 30 day guarantee. Since this correspondence was on my computer via live chat, I print out the entire conversation, pack up the (still in their box) accessories, the two Samsung Galaxy phones (also still in mint condition in their packaging) and head down to the Sprint store. My only intention was to return the merchandise, and cancel the promotional plan I felt I was conned into. However, the store employee was extremely rude, unprofessional, and so unwilling to help me that I ended up terminating my entire existing plan! During my visit to the store, the Sprint store employee completely disregarded the printed up live chat conversation that I showed him, calling the live chat representative an "idiot", and that it was a 14 day guarantee, not a 30 day and that my 14 day window was up (It had been 21 days). He also informed me that he couldn't take back any of my merchandise or phones, that it had to be mailed to a Sprint warehouse. Frustrated, I tell him that I will not give my business to a dishonest company and that I'd like to cancel all existing lines on my plan. I then call customer service where I'm told that I do in fact have the 30 day guarantee but that they can't do anything about this, it needs to be handed at the same store location where the merchandise was purchased. In a tailspin of confusion, I drive back to the Sprint store thinking I had made some kind of mistake since I was told two different things. I'm again pushed away from the corporate Sprint store where they tell me that this issue needs to be resolved through customer service, which will mail me a return kit. THEY HAVE BEEN PLAYING THIS BACK AND FORTH GAME WITH ME TO THIS DAY. I finally received my return kit for the iPhones and Samsung Galaxy phones which I mailed back the day it was received (January 24, 2017) but have yet to receive a return kit for the accessories. I called customer service the day I got the first kit in the mail simply to confirm that the other kit was on route which they said it was. It's been weeks with no sign of a return kit, so I called Sprint's customer service yesterday (February 9, 2017) and after nearly 2 hours on the phone being redirected from manager to manager was told the bottom line: Their policy forbids them to accept returned accessories. I have been told different things from every phone, live chat, and in store conversation. I also have the reference number from a phone call made on January 14th where the employee reassured me that both the phone and merchandise accessory kits were on their way and that I would of course be reimbursed the $300 for the accessories and the $50 tax that I paid in the store on these accessories once I sent them back in their return kits via UPS. I have continuously been lied to and misinformed. This has been extremely stressful, time consuming, and expensive. If Sprint cannot accept returned merchandise, I need to be reimbursed the $350 regardless of their ridiculous and ever changing policy.

Private message

"My phone number: (858) 401-3624
Account number: 270039067
Pin #: 091714
Reference # from 1/14 where I was assured the accessory kit was coming: 11148919322
Reference # from yesterday where I was told there is no such policy that accepts or sends accessary return kits: i1161929504

I'd also be happy to send the live chat conversation if needed."
"
...
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Claimant timeline (1) - Hide
  • 12-21-2016 — Purchased the 2 Samsung Galaxy lines and $300 in accessories/merchandise
What Claimant Wants Hide
1. Payment due: Phones that I have returned Feb 25, 2017 $600.00
2. Refund: Accessories Feb 25, 2017 $350.00
3. Pay me for my time: Roughly 10 hours I've lost due to unresolved phone conversations and multiple unnecessary trips to the Sprint store Feb 25, 2017 $100.00
4. Other – Pay for claim posting cost Feb 25, 2017 $7.99
Just make me happy!
Claimant invites Sprint (Headquarters) to make a fair offer to resolve this complaint.
Cash total : $1,057.99
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from Sprint (Headquarters). This claim will remain posted until resolved
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