Arch Telecom Inc

I was recently in an Arch Telecom kiosk in Silverdale Wa. We upgraded two devices and changed one cell number. Christopher, our sales person, asked if we wanted a Apple watch, a Sprint drive and An i-Pad. He stated that all three devices were 100% free (no lease fees, and no service fees). When we questioned him about how could they be free, he stated that "Sprint was having financial difficulties and that these were promotional items to attract new business". We of course agreed and took the devices believing they were free. When the devices appeared on our bill, we called the Sprint customer service line to have them removed. The rep agreed, and they we supposedly removed. Fast forward six weeks and the devices are back on the bill, and we have a past due balance of nearly $1000. I spent two and a half hours on the phone to be told that it would need to be taken care of at the store level, were we received the devices. We attempted that last Friday, only to be told that we need to contact Arch Telecom customer service. When speaking to the kiosk manager, we were told in a very condescending way, that we were looking at the situation the wrong way. That the devices were ever actually free, but discounted greatly, and that there was no way out of the situation. We did not want the three devices when we arrived at the store, and only accepted them, because they were free. I would never have walked out of that mall if I knew we would be charged for them. We have been Sprint customers for 20+ years and have never been late on a bill, now we have devices we don't want of need and we have a past due bill for them .
Very FRUSTRATED

Hello,
This Revdex.com Complaint went to an employee at the Warehouse of Arch TelecomThe Customer Care Department will now look into this issue on Monday during hours of operationsWe apologize for the delay and will reach out accordingly
Arch Telecom
Care Department
*** *** *

The customer's last email response was on Fri 11/7/The corporate office is not open during the weekendWe have responded requesting a time to speak over the
phone in order to go over the rate plan the customer signed up forWe apologize for the any inconvenience
*** ***
Customer Service Manager (ARCH)

Hello,
 
I tried to update the Revdex.com response however I dont see the option since I already responded yesterday.
 
Please let me know if the customer needs the 4 Retail installment billing agreement. The store's feedback is different from the customer's feedback so I have been reviewing the paperwork.
 
I am showing that the customer signed up for the Sprint Family Share Pack. The GB can change. Arch Telecom can offer a rate plan change if the customer is not happy with the plan.
The customer's paperwork shows consent of the plan as well as the retail installment billing agreement for all devices. The charges we show are valid charges to what the customer signed up for.
I have confirmed all agreements has been signed by the consumer. Arch Telecom have attempted by email to negotiate a resolution over the phone. The customer decline a phone call from Arch Telecom. Phone call made yesterday.
E-mail confirmation declining to speak over the phone. Customer decline a courtesy credit on the account from Sprint despite the charges being valid.
 
We recommend for the customer to review the rate plan option on www.sprint.com .  
The retail Installment contract does not allow to be cancelled outside of the 14 day return policy. Please refer to return policy for details. http://www.sprint.com/landings/returns/
 
Thank you,
 
[redacted]
Arch Telecom 
1940 W Corporate Way 
Anaheim, CA 92801
C:949-872-4995
** [redacted]@archtelecom.net

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Firstly, Arch never offered me a credit,  and just insisted that they did nothing wrong, and just mentioned irrelevant craps to delay the discussion.  They are lying on Revdex.com.  The credit I know was offered by Sprint, not Arch, and is not enough to accept. This can NEVER be acceptable.
Regards,
[redacted]

Thank you for your time. I escalated this issue and have confirmed that the cling is not a specific Arch Telecom promotion. This is a [redacted] promotion. The promotion is only for $200.00 on easy pay financing of the device. This does not qualify for a 2 year contract renewal for discounted devices. The qualification is only available during that listed holiday time frame date. Our system no longer has that offer. If the customer would like to receive more details, the customer can contact [redacted] Customer Care by dialing *2 from a [redacted] phone. Arch Telecom does not have the authority to change the [redacted] promotion or qualifications.

Arch Telecom can offer a rate plan change if the customer is not happy with the plan. The customer's paperwork shows consent of the plan as well as the retail installment billing agreement for all devices. The charges we show are valid charges to what the customer signed up for. There is only a 14 day return period.
Customer decline a courtesy credit on the account from Sprint despite the charges being valid. The customer can call Sprint at 888-211-4727.
 
Kindest Regards,
 
[redacted]
Customer Service Manager & Sales Support ManagerO: 714.312.2724 (ARCH) ext. [redacted]Fax: 714-533-7700 | E: [redacted]@archtelecom.net
1940 W Corporate Way | Anaheim, CA 92801
        
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HORRIABLE CUSTOMER SERVICE.
Sprint Store at, 1000 N. Western Ave., San Pedro, CA 90732, 310-521-6348, store manager [redacted], sales person Lovey and all other employees are ill equiped and not aware of the products and promotions associated with Sprint. After my initial contact with this store in person and numerous calls via telephone, I have yet to hear from the manager [redacted] as to a resolutution to my complaint. BUYER BEWARE!!

HORRIABLE CUSTOMER SERVICE.

Sprint Store at, 1000 N. Western Ave., San Pedro, CA 90732, 310-521-6348, store manager [redacted], sales person Lovey and all other employees are ill equiped and not aware of the products and promotions associated with Sprint. After my initial contact with this store in person and numerous calls via telephone, I have yet to hear from the manager [redacted] as to a resolutution to my complaint. BUYER BEWARE!!

Review: [redacted] at Arch Telecom Tustin Store lied me that my Sprint plan will cost $197.xx including everything monthly. Receiving the higher-than-expected bill a month later, I found that the actual monthly rate confirmed by Sprint is $217.xx + tax, which is much higher than promised. I contacted Arch Telecom on this, and they stopped responding after 2 e-mails.Desired Settlement: Either allow returning all the service and products sold with cheating/lying, or keep the promise of billing by adjusting the monthly bill, or compensate with 1-time credit cancelling the increase: (20+tax) * 24.

Business

Response:

The customer's last email response was on Fri 11/7/2014. The corporate office is not open during the weekend. We have responded requesting a time to speak over the phone in order to go over the rate plan the customer signed up for. We apologize for the any inconvenience.

Review: I drove by on Black Friday and in the store's window their singage stated that if I came in I could get the latest [redacted] phones for $200 off; I went in the store and they said "no, it's only for the [redacted], and the [redacted] would not qualify for the promotion". I took a picture of the front of the store with the sign clearing stating that I would receive $200 off the latest [redacted] phone, and called the store once more to find out if the deal was for the s5 only and they still stated that it was and agreed that the sign could have explained it better, however a young girl who I believe to be a sales associate who argued her take on the sign earlier got on the phone and stated she thought this was a waste of time and hung up. I have not been able to reach any supervisors above the store manager level. They also took the sign out of the window once they commented on my [redacted] thread about it and put up a new sign in its place, however I still have the picture, and my wonderful experience.Desired Settlement: I am simply seeking $200 off the [redacted] with a contract renewal of 2 years and with their prices at that time even which was $299 for a 2 year contract renewal and $200 off would mean $99 for the phone then I'm sure I would pay taxes and activation fees. Myself and tons of other people who commented on my post about it all believe that is what the sign offered for coming into the store on Black Friday, which is not that unbelievable of a price, and would seem appropriate.

Business

Response:

Hello,

This Revdex.com Complaint went to an employee at the Warehouse of Arch Telecom. The Customer Care Department will now look into this issue on Monday during hours of operations. We apologize for the delay and will reach out accordingly.

Arch Telecom

Care Department [redacted]

Business

Response:

Thank you for your time. I escalated this issue and have confirmed that the cling is not a specific Arch Telecom promotion. This is a [redacted] promotion. The promotion is only for $200.00 on easy pay financing of the device. This does not qualify for a 2 year contract renewal for discounted devices. The qualification is only available during that listed holiday time frame date. Our system no longer has that offer. If the customer would like to receive more details, the customer can contact [redacted] Customer Care by dialing *2 from a [redacted] phone. Arch Telecom does not have the authority to change the [redacted] promotion or qualifications.

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

I have been sent back and fourth from [redacted] to Arch to [redacted] and now Arch is trying to say "no it's [redacted]s promotion" I am not contending that [redacted] doesn't have a similar promotion however in the state of Washington where Arch has one of their stores operating outside of Washington's State Laws regarding "Window advertisements" which is my complaint and the issue. The sign clearly and only says: "Get $200 off the Latest [redacted] Phones". there is nothing that says "Easy Pay Only" or anything else that would indicate that there were any other restrictions. I went into the store I took a picture of these advertisements of and they did say I could get a [redacted] with $200 off with a two year contract and didn't say Easy pay only either but they would not allow me to use the $200 off the [redacted] with a two year contract even though the [redacted] is according to [redacted] also; "The Latest [redacted] Phone" the store Arch is operating in Washington State advertising things they are not actually offering to get people in the store as bait; but then using any sales tactic they have to offer deals that [redacted] is clearly not willing to do. The [redacted] Corporate person [redacted]. is the person who told me this liability falls directly on Arch to fulfill there advertising promises and it is not up to [redacted] at all. No one from Arch will call back either.

Business

Response:

This Revdex.com case has already been sent and responded before on 01/06/2015 Revdex.com CASE#: [redacted] however our response would be the same. Thank you for your time. I escalated this issue and confirmed that the cling is not a specific Arch Telecom promotion. This is a [redacted] Corporate promotion.

Qualification: I spoke with [redacted] and this Promotion is only for a $200.00 on Easy Pay Financing of the device. This does not qualify for a 2 Year contract renewal for a discounted device. This qualification was only available during that listed holiday time frame in 2014. The system no longer has that offer for Easy Pay Financing.

Picture of [redacted]'s advertisement: The picture the customer emailed to Arch telecom of the [redacted] advertisement indicates on the right hand side for a new line of service on Easy Pay Financing. In the details below on the picture breaks down for qualified buyers for installments. Credit Check is required, down payments varies. This line of service in question shows existing line of service, not a new line of service. This is not a 2 Year contract renewal for an upgrade. If the customer would like to Finance a new line of service, please visit a local [redacted] store for current promotion.

Offer: If the customer would like more detail about 2015 current promotion please contact [redacted] Customer Care at [redacted] or visit your local [redacted] Store.