Update: July 17, 2007
On July 18, 2007 my contract with Sprint expires. I received a call today from Greg who reports he works with Sprint's Executive Services. Greg and I discussed the issues below, which I wrote about to Sprint. As we were about to come to some conclusions about my continued services, we came to an empasse on some services I am being billed for that I do not receive.
Apparently, Dada Mobile and Motricity Mtv is billing me, through my Sprint account, for "ringer" services I am not receiving. When I found out I was being billed for services I am not receiving, I had Sprint "block" the services from coming to my cell phone.
I informed Greg and Greg confirmed, on June 21, 2007 I had Sprint "block" Dada Mobile and Motricity Mtv services from coming to my cell phone. Evidently, this is what I thought the last Sprint representative did for me. Greg informed me Sprint "blocked" my cell phone from being able to text message and acquire services like Dada Mobile and Motricity Mtv.
Greg informed me Sprint can only "block" my cell phone from utilizing the services. Greg informed me Sprint cannot prevent Dada Mobile and Motricity Mtv from billing me, and subsequently, if Dada Mobile and Motricity Mtv bills me through Sprint I have to pay the bill.
Greg informed me it is the customer's responsibility to get companies like Dada Mobile and Motricity Mtv to stop billing me. Greg informed me I would have to pay the bill if I am getting billed by this outside entity. I informed Greg this was absurd. I asked Greg why would their customers pay for services they are not receiving. I asked Greg why doesn't Sprint have something in place to protect their customers from being misued by an outside entity like Dada Mobile and Motricity Mtv.
I informed Greg I needed a supervisor to call me as soon as possible. Greg informed me he would put my request in to have a supervisor call me.
I informed Greg I would not be renewing my contract with Sprint. I informed Greg I would post this issue on my website, so present and future customers of cell phone services can make an informed decision on whether they want a company like Sprint to be their cell phone service provider.
If Sprint cannot stop an outside entity from bogusly billing its customer, then Sprint may not be the cell phone company one needs to acquire.
Update: June 30, 2007
Lockline/Asurion sent my daughter a new phone. A representative from Lockline/Asurion's Executive office called me, listened to me, and assured me they do not operate in manner that is not customer friendly. This is true customer service and awareness.
Take a look at the comment section. This is how Sprint's employees think and operate. This store is a "ghetto." Customers need to be aware of where to do business. A Sprint Technician gives their opinion of the truth I reported. This is why our country is doomed to damnation. No one takes responsibility for their actions. It is always someone else's fault. Watch out, for Sprint employees. You might get anything.
June 23, 2007
Sprint Corporation, Sprint World Headquarters
Len J. Lauer, President & COO
Gary D. Forsee, Chairman & CEO
Robert J. Dellinger, EVP & CFO
6160 Sprint Pkwy.
Overland Park, KS 66251
Re: Account #0546210493-0
Gentlemen:
I, Fred L Nance Jr., respectfully submit this complaint against Sprint and Lockline/Asurion. This claim is being submitted to Sprint against Lockline/Asurion because Sprint utilizes Lockline/Asurion’s replacement services of cell phones. In addition, I submit a claim against Sprint’s Lansing Illinois store regarding their unprofessional behaviors.
In April of 2007 I submitted a claim to Lockline/Asurion regarding cell phone number 708-574-9822. Lockline/Asurion stated I needed to submit $50.00 with my claim. I submitted the $50.00. Lockline/Asurion sent me a replacement cell phone on or about May 6, 2007. On or about June 18, 2007 I called Lockline/Asurion to report the replacement phone sent to me was defective because it displayed a thick black line across the viewing screen. I requested information on how to get this replacement phone repaired or replaced.
Ms. Amy, a Lockline/Asurion representative, informed me Lockline/Asurion could not repair or replace the cell phone because I was outside the 30-day warranty period. I informed Amy the damage to this cell phone was not my fault, stating it appears to have been a defective phone. Amy informed me my only alternative was to take it to a Sprint store for repair, or I could submit another replacement request along with another $50.00 replacement fee. This means Lockline/Asurion releases defective phones.
On June 20, 2007 I took this cell phone to the Lansing Sprint store, located at 17545 South Lansing, Lansing, Illinois 60438. I engaged a person who presented himself as the supervisor on duty. He reported his name was Brian Kenebraw. He said he would assist me after he finished with another customer. After he finished his customer, he started playing around with another female employee.
I had been standing in the line for technical assistance. I was called to the counter by Ms. Siobhan Steer. Ms. Steer asked me my name. I presented my Sprint invoice to her, stating “all my information is on the invoice.” Ms. Steer stated “I don’t need that.” Ms. Steer asked me again for the name on the account. I presented my invoice to her again, stating “all my information is on the invoice.” Ms. Steer stated “I don’t need that.” I asked Ms. Steer to call her supervisor. Ms. Steer called Mr. Kenebraw.
Mr. Kenebraw approached me asking “what’s the problem.” I explained that Ms. Steer asked me for the name on my account I gave her my Sprint invoice and she told me she did not need it, but insisted I verbally tell her the name on my account. Mr. Kenebraw stated anyone can present an invoice and not be the person presenting the invoice. I asked Mr. Kenebraw what is he talking about. I informed Mr. Kenebraw his statement had nothing to do with the issue.
I asked Mr. Kenebraw how does his answer address Ms. Steer requesting a verbal statement of the name on my account. I informed Mr. Kenebraw I had my driver’s license and any other identification needed to support the invoice I presented. I informed Mr. Kenebraw that Ms. Steer was unprofessional, disrespectful and sarcastic demanding a verbal response rather than an official Sprint invoice. I informed Mr. Kenebraw; Ms. Steer did not request identification along with my Sprint invoice as she should.
I looked at Ms. Steer’s Sprint identification badge asking Mr. Kenebraw is her name Siobhan. Ms. Steer interrupted the conversation between Mr. Kenebraw and me stating sarcastically, “here’s my business card! So you can get my right.” (This is when I knew Ms. Steer’s name). I informed Ms. Steer there was no need for she and I to have any further discussion. I informed Ms. Steer I deal with people like her everyday. I informed Ms. Steer I would write her President & CEO and let him talk to her. I left the cell phone for repair with Mr. Kenebraw. Before I left I asked Mr. Kenebraw for his business card so I would know his name. Mr. Kenebraw verbally told me his name and gave me business cards so I could go to Sprint’s website and post my complaint. I informed Mr. Kenebraw I have written Sprint’s President & CEO before and would write them instead of using Sprint’s website.
On June 21, 2007 I returned to the Lansing store to retrieve my cell phone. While I was waiting for my cell phone Ms. Keisha B. was having a dispute with Mr. Kenebraw stating “…damn loosen up a little bit….” I received my cell phone from Ms. Keisha and left the store.
Sir, I wrote this detailed letter hoping to inform you on the behaviors and characters of the employees at your Lansing store. I wrote a letter to you on June 6, 2006 about the same behaviors. Apparently, you cannot get better help with your company.
I also wrote this letter to post on my website to alert present and future customers of Sprint services and Lockline/Asurion’s absurd policies. Sir, my contract ends on July 18, 2007. I will leave you where you are. Hopefully, the public will make an informed decision about your services also.
Respectfully submitted,
Fred L Nance Jr.
cc: Bret Comolli, CEO of Lockline/Asurion
