Sprint Corporation

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
Mhd ***

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Complaint: ***
I am rejecting this response because: There was little to no effort made to resolve this matterThe rep only asked if I still had the phones and then stated there was noting they could do sense I didn'tThere was not request for additional informationThere have been many request filed to correct my bill by the rep that sold me the phonesThis should be proof enough that there should have been a promotion on my lineI also have emails from the store supervisor stating that he was fixing the issue and the promotion would be on my bill along with credits the following monthWhen I mentioned this it was disregardedThey took no responsibility for the months of misinformation I was provided and offered no solution to my requestThe rep that I spoke with was very rude and didn't even ask the circumstances of the promotion in questionI tried for months to work this out before switching to another carrier and yet again sprint has offered no solution other then give us moneyWorst experience dealing with a company I have ever had
Regards,
*** ***

September 14, Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms*** stated that when she activated
new Sprint service she was advised that she would receive a buyout credit for the Early Termination Fee or the Equipment Installment balance she incurred from her previous wireless carrier and was not informed that she would need to traher previous wireless carrier’s device. She stated that because she failed to return her previous carrier’s device she was billed a $non-returned equipment fee. Further, she was advised that she could simultaneously use voice and data, while on our network, however; she has not been able to use the feature. Additionally, she stated that she is not satisfied with the level of coverage in ***, ***. As a result, she is requesting that we credit the non-returned equipment fee, provide her a timeline for when she will be able to simultaneously use voice and data on our network, and improve the network coverage in ***, ***. In our effort to provide clear communication about our devices, features, pricing and coverage Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. As stated in our Switch to Sprint promotion, Sprint covers switching fees of up to $via an American Express Reward Card after online registration is approved and new phone activation. Customers must complete the online registration, which includes providing the information for the make and model of their previous carriers’ phone and provide their final bill from their previous carrier within days. Further information can be viewed on www.sprint.com/joinsprintEligible switching fees include Early Termination or Equipment installment balance. Taxes, surcharges, service plan charges, usage charges and late payment fees are not included. During our conversation with Ms***, we apologized for any misunderstanding that may have occurred regarding our promotions. Further, we advised her that our records reflect that she registered for the Switch to Sprint promotion on April 12, 2016. Further, as part of the registration process she was informed that she would have to return her previous carrier’s device and a return kit was sent to the home address providedAlthough, the non-returned equipment fee is valid, in an effort to reach an amicable agreement we applied a one-time courtesy credit of $to offset the disputed charge Additionally, we advised Ms*** that currently simultaneous use of voice and data is not available within our network, however; voice and data may be used simultaneously while connected to Wi-Fi. We advised Ms*** that we are continuously improving our network to provide features that are important to our customers, however; we currently don’t have a timeframe to when voice and data may be used simultaneously within our network Sprint has reviewed Ms***’s coverage issue complaint while in ***, ***, and we have confirmed that the referenced area is outside of our coverage area. Please note as outlined in our Terms and Conditions of Services, the coverage and quality of services may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresWe would note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the same. Although, we did not identify any Sprint error, in an effort to reach an amicable agreement, we applied a one-time goodwill credit of $to her account for the time she was unable to use the data service while in this area. If Ms*** needs further assistance with these matters, she can reach me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time. Sincerely, *** ** Executive Services Analyst

September 28,
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of *** *** submitted on September 11, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Mr***
expressed his dissatisfaction with the level of customer service he received from Sprint while attempting to resolve his billing concernsAdditionally, Mr*** claims that Sprint promised him an adjustment regarding an active Lease Agreement for equipment associated with phone lines ending in *** and ***Mr*** requested that Sprint review this matter; provide an adjustment to his account to reflect a zero balance and a paper statement
Sprint has reviewed Mr***’s complaintOur records reflect that Mr*** established services with Sprint on September 16, 2016, and activated phone number ending in ***Mr*** has added multiple lines of services over his tenure with Sprint; however, he has recently elected to cancel service with Sprint and ported-out phone numbers ending in *** and *** to another wireless service providerFurther review of our records confirmed that Mr*** obtained equipment associated with phone numbers ending in *** and *** via Sprint’s Lease program on January 6,
Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives qualified new and existing customers the flexibility to lease select Smartphones and Tablets for a lower monthly cost versus purchasing the deviceLease payment varies by device and a down payment may be required and varies by customer and deviceWith a lease option, Sprint owns the deviceAt the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest deviceFor further information regarding Sprint Leasing please visit www.sprint.com/lease
Mr*** claims that he was offered assistance with the cost of his remaining commitment for the Sprint Lease Agreements associated with phone numbers ending in *** and ***, contingent upon return of the equipment in good working conditionSprint confirmed via its records that on July 29, 2016, Mr*** contacted Sprint with the intent to cancel his services and with the waiver of Lease cancellation chargesAt that time, Sprint offered to mail return kits Mr***’s address on file to facilitate the return of the devices in good working condition in exchange for a waiver of the Lease cancellation charges associated with each agreement for phone numbers ending in *** and ***
We apologize for any misinformation Mr*** might have received and any issues he experienced as a result of attempting to resolve this issueOur records reflect that the remaining Lease cancellation charges associated with phone numbers ending in *** and *** have been adjusted in the total amount of $1,002.60, and as of September 16, 2016, Mr***’s account is closed with a zero balance
We spoke with Mr*** on September 16, to discuss his concerns in detail and relayed the aforementioned information to himDuring that call, we advised Mr*** that we understand his request for a paper invoice detailing the account balance; however, his projected invoice date would be available on the 25th of each monthWe have attempted to reach out to Mr*** on September 26, with no successOur intention was to follow up with Mr*** with regard to our previous discussion and advise that as of September 26, 2016, his account is closed in a good standing with a zero balanceFurthermore, Sprint agreed as a one time courtesy to arrange a reprint of the available billing statement dated September 25, to be mailed to the address on file and waive the one time cost of the invoice’s reprint and mailingWe apologize for any inconvenience Mr*** has experienced as a result of this matter
If we can be of further assistance, Mr*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

January 31, 2017 Kansas City Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case # ***, *** *** Sprint Account # XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** *** submitted on January 24, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention. Mr***’s follfiling expresses his concern with the previous response provided and he believes that his account concern remains unresolvedMr*** further expressed his concerns with regard to the final balance reflected on his account. Therefore, Mr*** requested that Sprint review this matter and assure that his account is adjusted accordingly Sprint has reviewed Mr***’s complaintAs stated in our initial response dated January 18, 2017. As part of our previous resolution with Mr***, Sprint applied partial adjustments totaling $to his account to offset a portion of the monthly service charges as reflected on the December and January billing statements; thus leaving a remaining balance due of $ We spoke with Mr*** on January 17, 2017, to discuss and review his account concerns in detailDuring that call, Sprint notified Mr*** that his account was cancelled and advised him of the aforementioned adjustmentsDue to the delay in processing his cancellation request, Sprint provided a $courtesy credit to his account to offset a portion of the account balancePresently, his account is cancelled with an outstanding balance of $317.76, which represents the monthly service charges, taxes and fees as reflected on the January billing statementAlthough the above adjustment was applied to his account in January 2017, the adjustment will be applied against the balance at the end of his billing cycle end date of February 10, As such, these adjustments will reflect on the February 14, billing statement Since our initial conversation with Mr***, we followwith him via phone and email on January and January of At that time, we relayed the above information to himMr*** expressed his satisfaction with the clarification of his account concerns and remitted a payment of $to his account on January 30, Therefore, his February 14, invoice should reflect a zero balanceWe regret any inconvenience this matter may have caused Mr*** Should Mr*** has any additional questions or concerns about our internal review, he may contact me directly by calling Sprint’s Executive & Regulatory Services department toll-free at ###-###-####/ext.,***, Monday through Friday, between a.mand p.m., Eastern Time. Sincerely, /m/ MrMonk MrMonk Executive & Regulatory Services

Complaint: ***
I am rejecting this response because:I was unable to call Sprint because they disconnected my serviceWhen the representative assigned to my case called it was 7:amI now have another service provider and will at attempt too contact her
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com,We have received our money back. Thank you! They specifically worked on our case because of your message to them. They
tried to make it right but once again their customer service was very poor. I am glad to say thank you to your staff and to be free of Sprint

February 22,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case
***, *** *** ***
Boost Mobile Inquiry
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** *** *** regarding our Boost Mobile productWe appreciate your assistance in bringing our customers’ concerns to our attentionAccording to the information provided, Ms*** purchased an LG Optimus from www.boostmobile.com on December 10, 2015, and immediately began experiencing issues with the device upon activation on December 12, She stated that she returned the equipment and contacted Boost Mobile Customer Care to secure a refund, but had not received her refund at the time of her filingShe requested a refund in the amount of $to her credit card
We regret any misunderstanding that may have occurred during Ms***’s attempts to secure her refundDuring our discussion with Ms*** on February 10, 2016, we advised that we would forward her refund request to our finance team for further reviewDuring a subsequent call to Ms*** on February 15, 2016, we advised that a refund in the amount of $was approved, and at that time she confirmed that she has received the refund and considers this matter resolved
On behalf of Sprint, I apologize for any inconvenience this issue may have caused Ms***If she has additional questions regarding this concern, she can contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday from 8:a.mto 4: p.m., Central Time
Sincerely,
*** *
Executive Services Analyst

February 26, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Sprint Account XXXXX3390, *** *** Sprint Case *** To Whom It May Concern: February 26,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***
Sprint Account XXXXX3390, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of Mr*** ***We appreciate you once again bringing our customers’ concerns to our attention
According to the information provided, Mr*** expressed his dissatisfaction with his recent Bring Your Own Device experience and our associated responseSprint offers Bring Your Device (BYOD) options for its customers; however, our BYOD program is specific to eligible devices at this timeOur eligible device lineup and details associated with our BYOD program are located online at http://www.sprint.com/landings/bring-your-own-phone/Generally, if the non-Sprint device is a CDMA device, voice services may function, although many other features and services may not and system and network updates may become problematic over time with the non-Sprint deviceSprint works carefully with device manufacturers to optimize Sprint devices for the Sprint networks, systems and software choices to ensure the best possible wireless experienceUnlocking a device is a general term that refers to one or more types of device unlockingMSL unlocking refers to providing an MSL code in order to disable software that sets device parameters and prevents the device from activation on a different networkUnlocking also refers to enabling the SIM slot of your device to allow you to insert another carrier’s SIM card (either domestically or internationally.) Unlocking a device will not necessarily make a device interoperable with another carrier’s networkIn other words, a device designed for one network is not made technologically compatible with another network merely by unlocking itAdditionally, unlocking a device may enable some functionality of the device but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network)Additional information about Sprint’s unlocking policy may be found at https://www.sprint.com/unlockWe appreciate Mr*** taking time to provide details of his experience with our products and services, as well as his suggestions related to our Bring Your Own Device policyWe are continually striving to improve the quality of service and products provided to our customersPlease be assured that we value customer feedback and his concerns have been forwarded to the appropriate managerial staff to ensure we are delivering solutions that will meet the differing needs of our customers
Although Mr*** may disagree with our position, we are confident that we have addressed his concerns to the best of our abilitiesConsequently, all further inquiries regarding this matter will be met with the same response
If we may be of further assistance with this matter, you can reach us by calling the Executive & Regulatory Services department toll-free at 1-844-282-8211, ext***I am available Monday through Friday from a.mto p.m., Central Time
Sincerely,
Kala C
Executive Analyst

August 29, Revdex.com Ward Parkway, Suite Kansas City, MO RE: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr*** advised that we did not fully inform him of the details of a promotional rate plan that he recently accepted on his Sprint account , namely that the monthly promotional pricing *** increase in He requested that we keep his pricing at the rate he was originally quoted We regret any possible misunderstanding that may have occurred related to Mr***’ Sprint billing and the terms of our referenced promotional rate plan. However, based on our review, we were unable to identify any billing error associated with his account. Our records reflect that Mr*** activated his two lines of service on August 5, 2017, with our Unlimited Freedom Plan, which provides unlimited talk time, text messaging, and data usage per line at a rate of $per month for the first line, and $per month for the second line. However, as outlined in the terms of the rate plan and our promotional materials, the cost of that plan *** increase after August 5, 2018, to a rate of $per month for the first line and $per month for the secondThose rates do not include applicable taxes and surcharges nor do they reflect a $per month per line discount for customers who enroll in and maintain our automatic monthly payment (Auto Pay) option. During our September 29, 2017, discussion with Mr***, we explained the information detailed above. We also informed him that the same details are reflected on his monthly Sprint billing statement and were provided to him in the transaction summary provided when he activated his services with us. As such, we informed him that we are unable honor his request. However, due to any possible miscommunication that may have been provided at the time of his service activation, we offered a one-time courtesy credit of $50. Mr*** accepted our offer, and we applied the credit as agreed. Mr*** confirmed his understanding of his billing and his satisfaction with our resolution. We regret any inconvenience this issue may have caused Mr***. If we can be of further assistance regarding this matter, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time Sincerely, Sean JExecutive Services Analyst

August 1, Revdex.com Ward Parkway, Suite 401 Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** expressed her dissatisfaction with our not honoring a recent device promotion for all of her lines of service, and with our not providing a $100-per-line promotional credit offered when she leased new devices in December Ms*** also described unfavorable customer experiences while attempting to address those concerns and requested that we release her from any contractual obligation with us. We regret any possible misunderstanding that may have occurred regarding Ms***’s billing and promotional concerns. Our records reflect that Ms*** leased her noted devices on December 20, 2017, with a promotion that would provide service credits to offset fifty percent of the device monthly lease charges for the duration of her 18-month lease commitment. However, because Ms*** subscribes to a rate plan that is not compatible with that offer, the promotional service credits have not automatically awarded. During our conversation with Ms*** on July 26, 2017, we explained the details noted above. We also explained that, although the systematic monthly credits did not apply, we confirmed that credits commensurate to the promotional amount have been manually applied each month. Additionally, we confirmed that the referenced one-time $100-per-line credit was applied to her account on April 24, Unfortunately, Ms*** continued to dispute our findings. We again confirmed the above-noted detail and informed her that, because her chosen promotional rate plan is ineligible for further pricing reduction to provide the requested monthly credits systematically. However, due to any possible miscommunication that may have been provided to her related to the equipment offer, we would apply a one-time service credit to her account to offset an amount equivalent to the full remaining value of the promotion for the months left in her equipment agreement. Ms*** accepted our offer, and we verified that $of the promotional total value of $had been applied to her account by April 27, 2017. Therefore, we applied credits totaling $to her account as agreed, leaving her account with an adjusted balance due of $150.14. She confirmed understanding and acceptance of our resolution We appreciate Ms***’s taking time to provide details of her experience with our retail and Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience Ms*** may have experienced as a result of these matters. If we can be of further assistance with these concerns, Ms*** can contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice R Executive Services Analyst

May 12, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** ***We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed dissatisfaction with the level of customer service that she received from our customer care representatives while trying to resolve a billing issue. Ms*** advised that on March 23, 2017, she called customer service to cancel her service, as she moved to a location without Sprint coverage and provided her new addressMs*** further stated that our representative confirmed she is in a non coverage area, and received an email from Sprint asking her to provide proof of her new address. As a result, Ms*** is requesting the $cancellation charges be waived as she already sent the device back Our record reflects that Ms***’ device was received at the warehouse on April 12, 2017, and we applied a credit of $to her account to offset the device chargesWe attempted to contact Ms***, and she requested to communicate via emailWe then emailed Ms*** on May 5, 2017, with the actions taken and the credit applied to her accountMs*** thanked us for our help, and confirmed that her issue has been resolved We appreciate Ms*** for taking time to provide details of her experience with our care representativesWe are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused, and are happy that Ms***’ issue was resolvedIf we can be of further assistance with this matter, Ms*** can contact me by calling Sprint’s Executive & Regulatory Services department toll- free at ###-###-####, ext***, Monday Tuesday, Thursday and Friday, between 7:a.mand 5:p.m., Central Time. Sincerely, Shola AExecutive Services Analyst Tell us why here

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:EXTREMELY UNRESOLVED ISSUEI speak with a representative over the phone from the Revdex.com (4/14/- 11:35am), and he told me that I would need to get in touch with you, in order to reopen case number*** I was in lengthy and somewhat amicable arbitration with a sprint representative - Case: ***, she stated that sprint company policy prohibits any apology letters, and also the request for a free galaxy phone had been rejectedNow after speaking sometime with the sprint representative, she amicable cancelled the service charges on the tabloid, in which I had upon its purchase maybe used three times, and never used thereafter, but I have amicably requested numerous times, if the tabloid service charges could be removed off my cellular phone payments, and I was rejected each and everytime by Sprint, but she accredited $my account toward a new sim- card, The sprint presentative also was in arbitration with the *** Insurance Company, an representative of the *** Insurance Company stated that there were no Galaxy Note Edges in stock, but If I would except the Galaxy 7(the Galaxy phone was not available), so the representative of the *** Insurance Company offered to fedex a check in the amount of $to my address
Regards,
*** ***

October 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File ***, Lindie *** *** Account XXXXX*** Sprint Case *** To
Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Lindie *** ***We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms*** stated she established service she was offered a promotion to lease one device and get the second one free, an Unlimited Plan for $90, and a free tabletAdditionally, Ms*** reports that her service was disconnected due to suspected fraud which required her to visit a retail store to restore serviceShe is requesting negative reporting regarding fraud and identity theft be removedMs*** is also requesting that she receive payment to pay off her previous cell provider. We attempted to reach Ms*** at the daytime phone number ending in *** and by e-mail at ***, as provided in her complaint on September 8, 29, and October 3, 2017. Additionally we sent a letter via U.S mail to the address on file. Unfortunately, we have been unable to reach her and our contact attempts have not been returned. We look forward to speaking with Ms*** and encourage her to contact us regarding any concerns she may continue to have with her accountMs*** should have her PIN and security information available when she contacts us We have reviewed the account in question and do not find billing or plan errors associated with Ms*** current service plan nor do we find that Ms*** was misinformed regarding the pricing of the Unlimited Freedom planFurther Ms*** qualifies for additional discounts off each line with active enrollment in our AutoPay programWe also confirmed that the account was suspended due to suspicion activityTherefore, our fraud team took the necessary actions to prevent any fraudulently activity on Ms*** account We regret any frustration these matters may have caused. If Ms***’s concerns remain unresolved, she can contact me directly with her security information by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Michael GExecutive Services Analyst

May 2,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** *** on the behalf of *** ***
Sprint Account XXXXX***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the
above-referenced complaint of *** *** submitted on April 21, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Ms*** stated that she had an unfavorable customer service experience while attempting to address her account concernMs*** stated that she has been a victim of harassing behavior towards her by Retail Sale representatives at a local third-party retail store locationMs*** requested that Sprint review this matter and provide her with an amicable resolution
Sprint has reviewed Ms***’s complaintPlease be assured that Sprint has no higher priority than its customersThe telecommunications industry is extremely competitive and we realize that the quality of products and the level of customer service we provide will define our success
Sprint has partnered with a number of third-party retailers to distribute our products and servicesWe are grateful for their assistance in promoting our servicesOur field representatives train third-party retailers on our policies, procedures, and products and regularly update resource materials for them to ensure accurate, up-to-date information is available to our existing and potential customersWe regret the customer service experience that Ms*** may have received regarding accessories purchased locally at a third-party retailer of Sprint services and devicesWe truly appreciate Ms***’s feedback regarding this issueThe details of Ms***’s experience will be forwarded to the appropriate managerial staff empowered to make changes in this area
We spoke with Ms*** on April 27, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, we confirmed that Ms*** was attempting to address her concerns pertaining to headphones that were purchased directly at the third-party retail store location and that we notified the third-party retail stores management team for the retail location in question to further investigate her concernsMs*** confirmed her understanding with the information provided to herWe urged her to have Mr*** *** the above referenced account’s account holder to contact the undersigned at the number below
We appreciate Ms*** taking time to provide details of her experience with the third party retail store locationWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms***’s feedback and will utilize her input to improve our training and processes
We regret any inconvenience this matter may have caused Ms***If we can be of further assistance, Ms*** can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
David H
Executive Services Analyst

May 25, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** *** filed on behalf of the account holder, Mr*** ***. Sprint received this inquiry on May 16, 2017. We appreciate your assistance in bringing our customers' concern to our attention. According to the information provided, Ms*** states that her Samsung Galaxy Sdevice overheated and burned her hand. She further states that she was advised to take the device to her local Sprint store; however, she states that the closest Sprint store is an hour away. As a result, Ms*** is requesting a new device and compensation. Respectfully, Sprint does not manufacture any device that is associated with our service and we are not responsible for any defects of the manufacturer. However, all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warrantySprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device. TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty. Our records reflect that Mr*** subscribes to Sprint’s TEP option on the phone line ending ***. Regrettably, the problem with the device was not covered under the Equipment Service & Repair Program (ESRP) portion of TEP to be repaired or replaced at no charge at a Sprint service and repair center. However, the problem with the device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP; therefore, she could contact Asurion, the program administrator, to file a claim. A $up to a $deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at www.sprint.com/tep. Alternatively, because the device is still within the limited one-year manufacturer warranty period, we recommended that she send the defective device directly to the manufacturer for repair or replacement under the provisions of the manufacturer’s limited one-year warranty. We also notified Samsung directly about her claim. In an effort to reach an amicable resolution to this matter and as a gesture of goodwill, we applied one-time credits totaling $83.94, to offset the service charges reflected on the May invoice. These credits will be reflected on the June invoice. In addition, we offered to reset the device upgrade eligibility for telephone line ending *** to allow Mr*** the option to purchase a new device via Installment Billing or Lease Agreement for the line in question. This offer is available for the next days Sprint regrets any inconvenience this matter may have caused Mrand Ms***. If additional assistance is required, I can be reached by calling the Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Christine GExecutive Services Analyst

July 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case *** To whom it may concern: Sprint is in receipt of the above-referenced inquiry of Mr*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Mr*** expressed his dissatisfaction with the coverage in his service area and stated that as a result he ported out his services. Additionally, he disputed Sprint’s process of adding an additional line for the tablet causing an increase in his monthly recurring charges. As a result, he is requesting compensation for his account balance We regret that the coverage in Mr***’s area has fallen short of his expectations. We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers. Our research into this matter determined that our network serving the area near Mr***’s billing address was operating within parameters during the time he stated that he experienced poor service In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing We spoke to Mr*** on July 7, 2017, to address his rebuttal. He confirmed he has ported out his numbers and canceled his Sprint account with a balance due of $41.09. In an effort to reach an amicable resolution, we agreed to credit the remaining balance of $41.09. With this action, Mr*** confirmed his inquiry has been fully addressed and resolved If we can be of further assistance, Mr*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard A Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me except that I would prefer that a statement be included for the $monthly subsidised phone charges being waved for the months I have yet to see any confirmation of this agreement online in my account information
Regards,
*** ***

August 8, Revdex.com Ward Parkway, Suite 401 Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx*** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In the information provided, Ms*** expressed her dissatisfaction with her inabilty to connect to the Internet using her Sprint device unless it is connected to services. She also described unfavorable customer experiences during her attempts to address that matter and requested that we provide direct contact information to someone who can address her connectivity issue We regret any difficulty Ms*** may have experienced with the use of her data services from her Sprint deviceBased on the nature of her inquiry and our inability to identify any network outages or anomalies in her area that would lead to the issues she described, we believe that the concern may be device-related, which would require that she take her device to one of our service and repair locations for evaluation During our July 27, 2017, conversation with Ms***, we explained the information outlined above. She advised that she had already taken that step and that her reported issues were resolved to her satisfaction We appreciate Ms***’ taking time to provide details of her experience with our retail and Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and that these concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience these matters may have caused Ms***. If we can be of further assistance with these concerns, we invite Ms*** to contact me by calling our department toll-free at ###-###-####, extension ***. I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Beatrice RExecutive Services Analyst

February 5,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Account XXXXX***
Case
Dear Ms***:
Sprint is in receipt of the inquiry of Mr*** *** regarding his Sprint accountWe
appreciate your assistance in bringing our customer’s concerns to our attention
According to the information provided, Mr*** expressed his dissatisfaction the installment charges that have been assessed to his account for accessories that he was told would be free
We spoke with Mr*** on January 26, 2016, and addressed his concernsWe advised him that we regret any miscommunication that may have occurred regarding his transaction at the store on October 11, We confirmed that he signed a monthly installment agreement to pay $per month for twelve months for the accessories he receivedWe also determined that he is not eligible to return the equipment because it was not returned within the 14-day return periodIn an effort to resolve his dispute amicably, we agreed to cancel his installment agreement and waive the remaining unpaid charges totaling $149.93, which will eliminate future monthly charges of $for this equipmentMr*** accepted this action as full resolution for his dispute
If I may be of further assistance, I can be reached by calling the Executive and Regulatory Services Department toll-free at ###-###-####, ext***I am available Monday through Friday, between 10:a.mand p.m., Central Time
Sincerely,
Clara C
Executive Services Analyst