Upgrade policy is complete fraud
Complaint
Veronica
Country: United States
Friday, April 10th, 2015 I went into the Lewisville, Texas store, (360 E Roundgrove) and requested to have my Iphone 5 upgraded to the 6. I was informed that, that option was not available until April 2016. This is where the complaint comes in, I was told when I first purchased this phone in April 2014, that with paying for the phone monthly, I could upgrade yearly. I also was informed in November when I went into the store and called the customer service number to get information about getting the phone repaired that I would not be able to upgrade the phone until April 2015. So why was I advised on April 10, 2015, that i couldn't upgrade at the time?
I received exceptional customer service in the store from Paul Urteaga. This young man didn't want to see me upset or leave the store in this manner, knowing that I could drive down the street and become a new customer of AT&T's in a flash. Paul went the extra mile to try and push the upgrade by contacting customer service on the toll free number. However, I got a young man by the name of Andrew who didn't care that I have been a loyal customer of Sprint's since 2010 and has questioned my bill being at 270.00 or 240.00 on a monthly basis several times but still remained a customer when several phone carriers state you can get 4 lines for a hundred dollars. My calls drop, and recently I have noticed that my text messages on Sunday won't come through until Monday, but I bit my lip and continued with Sprint. The last of my patience occurred Friday. Apparently, this 2 year upgrade was a recent change by Sprint, it had to take place from the last time I spoke with the company in November because all the representatives and the computers was under the impression that I could upgrade in April of 2015. Why wasn't I informed of this change? Why am I penalized by the change when it was a Corporate decision and I was informed of something else when I signed for my Iphone in April 2014? Andrew provided poor customer service and didn't care that he should try to talk to his supervisor to grant the upgrade. Feel free to pull the call and hear how he provided little empathy for my situation. Luckily, Paul informed me that I will need to pay extra monthly to get a yearly upgrade on my phones however I hope when I do visit the store in a year, I won't be informed something else because of a Corporate decision. Although, I doubt in a year, I will be looking forward to staying with Sprint. It seems as if loyal customers mean nothing to this company, heck new customers get their bills cut in half but mine steady increase. Does that make any sense?
I received exceptional customer service in the store from Paul Urteaga. This young man didn't want to see me upset or leave the store in this manner, knowing that I could drive down the street and become a new customer of AT&T's in a flash. Paul went the extra mile to try and push the upgrade by contacting customer service on the toll free number. However, I got a young man by the name of Andrew who didn't care that I have been a loyal customer of Sprint's since 2010 and has questioned my bill being at 270.00 or 240.00 on a monthly basis several times but still remained a customer when several phone carriers state you can get 4 lines for a hundred dollars. My calls drop, and recently I have noticed that my text messages on Sunday won't come through until Monday, but I bit my lip and continued with Sprint. The last of my patience occurred Friday. Apparently, this 2 year upgrade was a recent change by Sprint, it had to take place from the last time I spoke with the company in November because all the representatives and the computers was under the impression that I could upgrade in April of 2015. Why wasn't I informed of this change? Why am I penalized by the change when it was a Corporate decision and I was informed of something else when I signed for my Iphone in April 2014? Andrew provided poor customer service and didn't care that he should try to talk to his supervisor to grant the upgrade. Feel free to pull the call and hear how he provided little empathy for my situation. Luckily, Paul informed me that I will need to pay extra monthly to get a yearly upgrade on my phones however I hope when I do visit the store in a year, I won't be informed something else because of a Corporate decision. Although, I doubt in a year, I will be looking forward to staying with Sprint. It seems as if loyal customers mean nothing to this company, heck new customers get their bills cut in half but mine steady increase. Does that make any sense?
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