I recognize that this article will not be, in any way, related to MMOs other than as an example of how not to conduct customer service but I felt like I needed to write it. Therapy you know. This is a pretty long and ridiculous story about the Palm Pre and the exceptional customer service of Sprint.
Not quite two years ago I decided I would try out the smart phone market. I wanted an iPhone but back then the price was outrageously high. My corporation also receives an exceptional discount with Sprint so I went there. I purchased and got a discount on a Palm Centro. This is, in no way, a bad phone but anyone in the know recognizes that it was dated then and is massively so now. The OS on it is ancient, has few features when compared to the competition and is not supported by Palm. Knowing this, I bought one to test the waters.
When I saw advertisements for the Palm Pre I thought, “You know, it is about time I upgraded my phone. I love the smart phone concept and I’m ready to step up to a real one.” This should be easy enough. Especially since iPhones are now $199 or less. I went to the Sprint store to check my upgrade status. Since it had not been two years I was only due for $75 off. I figured that wasn’t a big deal, how much could the Pre be? The Palm Pre, if you don’t know, is $549.00. The sales woman was very helpful but I told her no deal for now. She suggested I call customer service since they can often do things that in store associates can’t. That was around May 26th, prior to the release. I figured, what the heck, nothing ventured nothing gained.
In the store I noted that the Premiere Customer program allowed an upgrade after only 12 months. I asked how I could join that program. They told me I would have to have had one of their “Simply Everything” plans for a year first. It was based on the price of the package, not so much the plan. The sad part? I had had the “Simply Everything” plan under a different name for over a year. I paid the same amount for the exact same services but mine were split into separate data and voice. Neither by itself qualified me but both together were over the amount. No one ever cut me over from my expired plan.
I called Sprint customer service and explained the situation. I basically told the gentleman on the phone that I could cancel my contract and go to AT&T and get an iPhone for less than the cost of a Palm Pre. I won’t get into any Pre vs iPhone arguments here but lets just say I didn’t value the Pre as $150+ better. The associate was helpful, put me on hold, checked with someone and then told me he could get me a Pre for the new customer price. Awesome! He finished the paperwork and transferred me to sales.
The sales guy had no clue what was going on. He didn’t know who I was or what had happened. I explained everything again and he said, “We don’t know how much that phone is, it isn’t out.” I mentioned that I had seen the price all over the internet and it was $300 with a mail in $100 rebate. At any rate he could not pre-sell the phone to me. I understood and he agreed he would call me back when the phone released and complete the transaction.
When June 6th rolled around I received no such call. Nor did I on the 7th or 8th. At that point I called customer service again. I, once more, received a very helpful gentleman. He looked at the notes, agreed with them and said, “The only thing is we can’t do phone sales of the Palm Pre. Do you mind going to a store?” I told him, “That is fine, as long as the original agreement is still good there.” He said, “It is, but it will be slightly strange. The store will charge you the full price but they will give you the rebate and we’ll credit you the difference. Is that a problem?” I said, “No problem.” He then put me on hold to put all of that on my account notes. It took a while but he said he wanted to be sure it was right. He even called my local store, explained it to them, and put me on the waiting list.
On Friday, June 12th I called the store and they mentioned they did have one Pre available. I thought, “Awesome, sooner than expected.” After work I went there and yet another helpful associate looked at my account and said, “Wow, ok. These are some detailed notes. He read them all, nodded and said, “No problem. We just have to call during the transaction for them to do the credit.” I, once more, said, “No sweat. Lets do this.” That is when it got ugly
When the associate called, the agent on the other end said, “No, we’re not doing this.” The store associate said, “Yes, you are. It has already been agreed to.” He then put me on and I pretty much said the same thing, “I’m sorry you don’t want to do this, but I’ve already had this approved, twice, prior to today.” The agent on the other end would not relent. He said, “that was before we got the terms and conditions.” Be that as it may, I said, “Well, I’m sorry. You’ve already committed to this.” At that point, the store associate took over once more.
He went to his manager, she talked to the agent and they tried to work things out. I have to point out that I was literally in the store about 70+ minutes at this point. Finally they all return to me and say, “Ok, we think it will work out but you have to talk to customer retention” (for the third time). As soon as they put me on the retention guy said, “I’m sorry, I can’t do this. Let me get it to my manager.” Then, I waited.
Twenty five minutes later I get a manager who says, “This is about you not being eligible for an upgrade right?” I said, “Not at all. We’re past that. That was the original issue but your retention department has already agreed to wave that. This is about you saying you’re going to do something and then backing out at the last minute.” The manager kept saying, “No, we’re not doing it, you’re not eligible.” I kept explaining that that was irrelevant. The agreement was already made. At no time did she offer compromises or solutions. Nothing at all actually. She just kept treating me like I was trying to pull some sort of scam and saying I wasn’t eligible. She even made a comment about how she now had to go and do write ups on everyone that had agreed to this. Basically speaking, I had made work for her and she was complaining about it. It was some how my fault that Sprint had agreed to this.
To say the least, I was surprised. I’ve previously worked in customer service and I sort of do in a round about way now. When I tell a customer I’m going to do something, I do it. If one of my employees says they’re going to do it, even if it is wrong, I’m going to do it. I’ll deal with that employee later. Never do I blame the customer and outright tell them no and suggest it is their fault. I was literally floored by that. I recognized I wasn’t going to get anywhere. I was transferred to her to get the “no.” There was no other option or offered suggestion. It seemed to me like she didn’t care what I did at that point. I simply told her it was “unfortunate.” She said she would note my account and I smiled. I said, “Why? It isn’t like you’re going to have my business.” I thanked her for her time and hug up. The store associates and managers (who are awesome by the way) turned to me and asked, “Well?” I felt bad, but said, “Sorry guys. Going to AT&T.” They were honestly as surprised as I was. They didn’t get how Sprint could agree and then not agree. It isn’t like I was a problem account. I pay on time every month. I’ve never missed a payment and I don’t hassle them. I simply don’t want to pay $549 for a phone that is not the iPhone I really want because I’ve been a member for 18 months instead of 22 (or however many).
That all said, the iPhone 3G S releases this coming Friday and is a mere $199 for a new customer like myself. Even with the Sprint cancellation fee and that phone purchase I come out hundreds of dollars ahead with the phone I actually wanted to begin with. Am I the only one who thinks that is insane? Would you really lose a customer in good standing over $350? Sprint would. If they have never said yes I’d simply suck it up and wait the time out. The point is though, I was told yes by two different people at two different times. I don’t appreciate being lied to. Who does? At any rate, I appreciate the read. Sometimes you just have to get up and squawk to feel better. Who knows, Sprint might even come through before next Friday. I doubt it though.
Update: I received a call from a polite Sprint agent today who was responding to my email that included a link to this story. He basically stated that he had advocated for me (which was nice) but that even higher management wouldn’t budge. Essentially, nothing was going to be done. There was no way they could honor their agreement or come up with a compromise. The humorous part of the call was when I asked if he was responding to my email or Better Business Bureau complaint. He seemed surprised and said he wasn’t aware that a complaint had be filed. He was calling based on the email from last week. I may hear back from the BBB but today is Friday. The iPhone 3G S has released and looks amazing. Assuming I can find one today or tomorrow I’m probably just going to do that. My new mission is to end my contract without paying the cancellation fee.
On the other side of things, AT&T is reducing restrictions on customers that want to upgrade to the 3G S at a subsidized cost. This, after all, is something that Sprint says they cannot do. Analysts are projecting iPhon3 3G S sales to be around 500,000 this weekend alone. The Palm Pre (which is a pretty cool phone) has sold only about 100,000 units thus far.
Update 2: While I was on vacation I received an email from a Sprint exec about my Better Business Bureau complaint. She was pretty nice but suggested that it was “unclear” what I had been offered. I think I’d disagree there. That said, she did offer me what I thought I was offered if I would sign another 2 year contract. So, the BBB does work. Sprint did honor their agreement. I got an iPhone anyway, but still! They’re not all villains.
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