To whom it may concern, My name is *******. I have been long standing loyal sprint customer for many years now. I went into the Carson City Nevada store on August 14th to inquire about how much it would be to add another line for my younger daughter and if there were any deals for the Iphone X for my older daughter. I brought my oldest daughter along because she has been begging me for the iPhone X since it came out. I am not able to pay $60 a month to lease her that phone with the required insurance, and was very happy when Mario, and employee at sprint, told me of the deal lease an iPhone and get one free. He informed me that I would be able to get the Iphone x with this deal paying the $44 dollars a month and get the iPhone 8 for free. Years ago I added my mother to my account and gave her my iPhone I owned at the time and leased a new one, upgrading her from her sad flip phone. She recently told me that she now wants to upgrade her phone for a better camera. Knowing this I called her and asked her if she would like to do the deal with us, my daughter getting to iPhone X and she upgrading to the iPhone 8. I knew I would still have to open a new line, figuring I could use my old iPhone 5s for my daughter, as shes only 7 and in need of an emergency phone. My mother agreed and we made plans to both go to sprint stores on the same day to get the new phones, as we live 2000miles apart from each other. Today August 24th was the day I promised my daughter she would be getting her new iPhone X. She is going into junior high and starting school in just a few days. Ive never seen a child more excited. As a mom I used it to my advantage, bargaining tool. She was so well behaved, did extra chores, helped out with her little siblings, it all, in excitement for getting her new phone I promised her. Today was the day, she barely slept like before Christmas morning. We took her to target earlier today so she could buy her new case, screen protector, and pop socket she saved up for by doing chores and having lemonade stands. Then we returned to the Carson City Nevada sprint store, and spoke with Max. I explained our plan with my mom being at the Johnson City Tennessee store, that we were getting the Iphone X and my mom the Iphone 8. He explained to me that with the leasing one get one deal it has to come from the same inventory and we would actual have to mail my mom her phone. We were both okay with that so my mom left her store and told me just to send her the phone. We sat down to start the paperwork and he reviewed information on his computer for me and then informed me that actually the iPhone X did not qualify to his surprise. I was a bit distraught and left the store very dissatisfied that I had been misinformed. I called into sprint customer service hoping they would be able to do something to rectify this wrong. I spoke for over an hour with a representative who tried to sell me every other deal. The Samsung phone, the blah blah blah. He told me that I would be able to get the iPhone x for $20 a month, but I wasn’t satisfied knowing that then my mother would still have to pay full price for her phone. So I asked to speak with a manager. I explain my situation and he placed me on hold for over 30 minutes, after coming back he began to explain that I could get the iPhone X for $20 a month. I told him I obviously already heard all the deals after talking with his representative for over an hour and I wouldn’t have asked to speak with him had I wanted a deal they were already offering. I explained that I was hoping as a manager he would be able to help me rectify what had happened on how I was misinformed. He was very rude so I said nevermind and I asked for his name and the name of the representative I had previously spoken with. His name was Frank and the representatives name was Jom. Both very rude and terrible customer service skills! Ive worked in customer service many years and I know that is not how you should ever handle and dissatisfied customer. I also was very disappointed that Sprint does not have a policy to honor what an employee states to a customer. So my next step was to go check out what Verizon has to offer for new customers. I sent my daughter and her father to go get food as a distraction, and this was turning into a rather long day. Then I remembered that sometimes other stores like Best Buy and Sams club have sprint services within their stores and offer different deals. So we went to check out a few and see if we could get a similar deal, with no luck. My daughter is just heart broken sucking back tears at this point. I can remember being disappointed as a child about something not working out and sad, but I never knew that its actually painful to see your child feel that way before having kids. My heart was broken, not over a phone, but over watching my child be crushed with disappointment. I decided to stop back in the store and ask for a number or email to corporate. He was unable to give me any information but offer to email hos manager. Seriously Im not sure if he did or didn’t, but with the service Ive received from sprint my bets on not. So I called back into sprint customer service to ask for the information. This time I got a wonderful lady who was so vey nice and understanding. Im guessing she was also a mother and understood where I was coming from. She said she would noted everything and would connect me to someone who would be bale to help me. She transferred me to another women who once again told me about the deal of $20 a month for the iPhone x. Right now I pay $27 for my daughter iPhone 7 plus $13 for insurance. This sounds like a good deal, saving me $7 a month right? So I explain but that leaves my mother paying the full $33 for an iPhone plus (they talked her into the iPhone plus at her store earlier that day) plus adding insurance to her phone $13. We had planned on getting the iPhone X for $44 I was going to continue payments of $27 and she would pay the difference $17 plus the $13 insurance, plus the $4 difference for the iPhone 8 plus instead of the iphone 8 , paying $34 a month. I took a moment to do a little math realizing that the $20 a month iPhone x wasn’t going to be that much more. Lease one get one $20 a month iPhone X $44 iphone X $20 Iphone x $4 iphone 8 plus $33 iphone 8plus $13 insurance $13 insurance $13 insurance $13 insurance $74 $79 Not too bad, okay I can pay the difference for my mom so shes getting the same deal, and its only $5 more than I originally thought, even though I also found out that the iPhone x is really about $41.50 a month now. Still not bad. Plus adding the fee for the new line Im going to open for my younger daughter. I was about to drive back to Carson City Sprint and do this deal today, about a 35 minute drive. Finishing my conversation with her I realized wait a second theres a catch! That deal is not technically upgrading my daughter iPhone 7, which we are 13 months into her lease. She would not be able to just turn her phone in then, cancelling out the $27 a month payment without breaking that lease. I would have driven all the way there to the store with a solution given to me by multiple sprint representatives and been told only there at the store that I would then have to pay hundreds breaking the lease on the iPhone 7. It tooj me about 20 minutes to explain this to the women I was currently speaking with, as she told me no my daughter is upgrade eligible and as long as the phone is in good working condition I wont have to pay anything. I FINALLY got her to understand why it doesn’t work the way shes saying. I am very curious as to why I am a customer, NOT a sprint employee and Im the only one out of three employees to see that? Do I seriously understand sprint policy over your own employees?! So she gives me a new number to call, Account Services, saying that is as high up as I can get. So I call Account Services and talk to Natasha who was very nice. She offered me $10 off the leasing of the iPhone X and iPhone plus for only 10 months. She then connected me to sprint something to order the phones. I realized I needed to discuss these changes with my mother before agreeing, and was a bit upset that given the circumstances they would waive the shipping cost, really? I ask if I am able to receive the later after discussing this with my husband and mother. He told me to call back tomorrow. I then called the corporate store in Reno Nevada to see if they would honor this deal in the store if I drove out there this weekend, to find out they cant. The manager there said “Hold on but the deal lease one get one is going on right now. It ended for a few weeks, but came back. You can get the iPhone X and an iPhone plus with the discounted price.” I informed him that actually hes wrong and the deal does not include the iPhone X. He placed me on hold and came back to tell me infact I was correct. Wow Sprint it doesn’t seem like any of your employee are well informed on the current deal. Very disappointing! All said an done I am still very upset and dissatisfied. I have a heart broken daughter who is embarrassed she told her friends already she was getting an iPhone X and saddened that she hasn’t. Im a heart broken mother to have made a promise to my daughter that I could not full fill due to the fact I had been mislead. I had waisted over 8 hours of my day trying to figure out some way to make it work, and now more writing this letter.
