Sprint Corporation

February 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** - *** *** 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’ concern to our attention In the information provided, Ms*** expressed her dissatisfaction with the lack of information provided to her when she contacted Sprint to inquire about lowering her bill, advising that, although her monthly rate plan amount decreased, we did not advise her that the change would also cause an $Subsidized Phone Charge per month. She requested that we credit the $already to her Sprint account for that charge without her consent We regret any misunderstanding that may have occurred regarding Ms***’s requested rate plan change and subsequent account billing. We contacted Ms*** on February 13, 2017, and explained that her new rate plan was designed for customers who opted to obtain equipment from us with one of our installment billing purchase or lease agreements or purchase equipment at full retail price. Due to her having chosen to accept her equipment at reduced, subsidized pricing in exchange for a two-year term agreement instead, the disputed Subsidized Phone Charge is valid. However, because that information may not have been clearly communicated to her, we changed Ms***’s rate plan back to the Unlimited My Way she previously had and placed a $credit on her Sprint account to offset the two months of assessed Subsidized Phone Charges. The plan change will take affect at the beginning of her next bill cycle date, February 23, 2017. On behalf of Sprint, I apologize for any inconvenience this matter may have caused Ms***, but we are pleased that we were able to resolve her reported concerns to her satisfaction. If we can be of further assistance related to this issue, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, *** *** Executive Analyst

August 11, 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*** ***, an authorized user on *** ***’s account. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms*** stated that she notified Sprint that one of her phone number would be porting out and that she wanted to confirm that their services would not be impacted as they were waiting on a payment from the new wireless carrier to pay off the device charges. She states she requested a payment arrangement for the fee, however her account became past due once the line was ported out. She was able to pay the bill in its entirety, however due to the customer service experience, she is looking to be compensated for her inconvenience Our records reflect that when phone number ending *** ported out on June 27, 2017, the phone number was cancelled and automatically billed the accelerated installment charges, in accordance with the month Installment Agreement terms. Further, those charges were reflected on the July bill. Additionally, our records reflect that a payment arrangement was set up for the accelerated installment charges on August 21, 2017. Lastly, on August 9, 2017, Ms*** was attempting to pay the fee with a gift card from the new carrier, however, it was determined the card was for use with the new carrierspecifically and could not be accepted as payment. She remitted her payment for the cancellation fee via the Sprint Zone app We spoke to Ms*** on August 10, 2017, and reviewed the aforementioned details. Although we maintain that no credit was warranted, as a gesture of goodwill and in an effort to promote customer satisfaction we offered and Ms*** accepted a $courtesy credit, which was applied to the account. Ms*** confirmed her inquiry has been fully addressed and resolved We appreciate Ms*** taking time to provide details of her experience with our customer service 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 Ms***’s concerns will be forwarded for discussion for implementation and training procedures If we can be of further assistance, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard A Executive Services Analyst

March 10, Kansas City Revdex.com Ward Parkway Kansas City, MO *** Re: Revdex.com File # ***, *** ***
Sprint Account: XXXXX*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on February 13, 2017. We appreciate your assistance in bringing our customer’s concerns to our attention Ms***’s filing expressed her dissatisfaction with the cost of her monthly recurring charges related to a LG Tablet device associated with phone line ending in According to Ms***, she stated that she would receive the LG Tablet device without cost for one year of service. Additionally, Ms*** stated that she attempted to return the LG Tablet device, upon completion of the one-year agreement; however, she was advised that the LG Tablet device was associated with a two-year Service AgreementLastly, Ms*** stated that she had an unfavorable customer service experience while attempting to resolve this matter. Ms*** requested that Sprint review this matter, allow her the ability to return the LG Tablet device, and adjust her account accordingly. Sprint has reviewed Ms***’s complaint. We spoke with Ms*** on February 20, 2017, to further discuss her account concerns. During that call, we advised her that we would review her concerns and follwith her accordingly 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 regret any possible misunderstanding that may have occurred related to the promotion in question. Our records indicate that Ms*** visited a local Sprint Retail Store location on January 4, During that visit, she received an offer for a LG Tablet device, which included a service credit to negate the monthly recurring charges for one year. Please note that the Tablet device was purchased at discounted in exchange for two-year Service Agreement. For details regarding your Service Agreement with Sprint, please visitwww.sprint.com/termsandconditionsAccordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service terms. If you terminate your Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly you may visit www.sprint.com/etf for details about Early Termination Fees. The device was on a two-year Service Agreement To provide closure for this matter, we agreed to send a return kit to the address on file. Upon receipt of the LG Tablet device, we would cancel phone line ending in *** and waive the Early Termination Fee. In addition, we have agreed to apply an adjustment to the account to offset the monthly recurring charges for the aforementioned device as reflected on the February and March billing statementsThis adjust will appear on the April billing statement Since our initial conversation, we attempted to contact Ms*** via phone and email in February to relay the aforementioned information and resolution to her. Please be advised that on February 28, 2017, we received an email correspondence from Ms*** advising us to respond directly to the Revdex.com with our resolution. Should Ms*** have any additional questions or concerns with the resolution discussed herein, we encouraged her to contact the undersigned directly at the phone number noted below at her earliest convenience. We appreciate Ms*** taking the time to provide details of her experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and that her concerns will be forwarded to the appropriate managerial staff for further reviewWe regret any inconvenience this matter may have caused Ms***If we can be of further assistance with this issue, Ms*** 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., Eastern Time Sincerely, /s/ Catherine *** Catherine *** Executive & Regulatory Services

August 21, 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. According to the inquiry received, Ms*** states that she was offered the new Unlimited Freedom plan for her lines at a promotional price of $with autopay as well as an adjustment to the $for the international data charges incurred while she was out of the country due to misinformation. Ms*** stated that she has not received the credit nor has her plan been updated 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 Ms*** on August 17, 2017, and reviewed the aforementioned details. Our records indicate Ms*** received a $adjustment on August 15, towards the international data charges. Although we did not determine any misinformation regarding Ms***’s international travel, in an effort to reach an amicable resolution, we applied a courtesy credit for the remaining $for the international data charges and processed the plan change to the Unlimited Freedom plan at a promotional pricing of $with autopay through June 30, With this action, Ms*** considers her inquiry to be fully addressed and resolved We appreciate Ms*** taking time to provide details of her experience with our customer service representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’s feedback and will utilize this input to improve our training and processes If we can be of further assistance, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-#### ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard A Executive Services Analyst

[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:
Regards,
Leon M***, here is three bills from sprint and two of the three bill are for the month of July and one for August three different prices and you can't make this stuff up every since I been with sprint my bill looks like this and nobody have any answers and now sprint is trying to send me to collections with a bill jack up like this one

July 8, Revdex.com Ward Parkway, Suite Kansas City, MO Re: File ***, *** *** *** Account XXXXX*** Sprint Case *** To Whom
It May Concern: Sprint is in receipt of the above-referenced complaint of *** ***We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr*** stated he attempted to cancel the service for his data card for over monthsHe is requesting credit for the service charges assessed since he requested cancellation of the deviceHe’s also requested a paper bill be sent to him reflecting his final balance We spoke with Mr*** on June 30, 2017, and during our discussion, he confirmed that he has received his final invoice dated June 16, 2017, which reflects a zero balanceMr*** also received a refund to his credit card on June 8, 2017, in the amount of $We reviewed Mr*** account and confirmed that all lines have been canceled with no further billing due and that no negative reporting was submitted to the credit bureausMr*** advised that he considers this matter resolved We regret any inconvenience this matter may have caused Mr*** and appreciate his feedback and input. If we can be of further assistance, Mr*** can contact me directly 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 G 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 meContrary to Sprint's description of the events, my carrier, Verizon, informed me that Sprint contacted them on my behalf to cancel my long distance service with Verizon and switched it to SprintI never authorized this changeSo, I continue to dispute their explanation of the events that led to the Sprint long distance charges.That said, my end goal was to have the charges waived, so I am satisfied with the response.
Regards,
*** ***

Tell us why hereMarch 10, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** 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 her dissatisfaction with the length of time taken to remove disputed charges from her account, advising that we offered a tablet device and service to her at no charge but have billed monthly charges for that service. Ms*** requested that we cancel her tablet line of service immediately without any further charges or termination fees. We regret any misunderstanding that may have occurred regarding Ms***’s referenced tablet service and the length of time taken to resolve that issue. Our records reflect that her disputed tablet service was activated on December 14, 2015, when she accepted a two-year term agreement in exchange for our providing the tablet device to her at no charge. Although there was not charge for the equipment, we assessed service charges of $per month for the corresponding data rate plan. Our records reflect that Ms*** previously brought this matter to the attention of our department under separate cover and that, on February 20, 2017, we canceled her tablet line of service at her request. At that time, we also sent a prepaid shipping kit to facilitate the return of her tablet to prevent equipment charges pending due to the termination of that line of service prior to the satisfaction of the two-year term agreement. During our February 28, 2017, follconversation with Ms***, we confirmed the information outlined aboveWe are pleased that Ms*** verified that the matter has been fully resolved. We appreciate Ms***’s taking time to provide details of her experience with our 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 her concerns have been forwarded to the appropriate managerial teams for further review. We regret any inconvenience these issues may have caused Ms***. If we can be of further assistance regarding these matters, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***
Complaint of *** ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced complaint of Mr*** *** regarding Sprint account
XXXXX***We appreciate your assistance in bringing our customers’ concerns to our attentionIn his inquiry, Mr*** expressed his dissatisfaction with the level of customer service provided by our representatives during his attempts to resolve a recent promotion issue
Mr*** ported his numbers from T-Mobile to Sprint due to a promotion that would provide prepaid cards to offset termination fees from his previous carrierHe states that cancelled his Sprint account when he was unable to obtain these cards after months
We appreciate Mr***’s taking the time to provide us with the details of his experience with our Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff for further review
We regret any delay in the processing of Mr***’s prepaid cards as well as the circumstances that led to his canceling service with usAlthough the charges are valid, to demonstrate our commitment to excellence we agreed to credit the outstanding balance in lieu of processing the prepaid cardsThis offer is contingent upon Mr*** providing the final invoice from his previous wireless provider reflecting the Early Termination Fees that were assessed as a result of him porting his numbers to SprintAfter the documentation is received in our office, we will apply credits to his account in the amount of $1, to offset the disputed balance, and no additional payment will be due
We will also contact the third-party collections agency, and request that further collection efforts on this account be discontinuedThey will then update the credit bureaus to remove any negative reporting regarding this issuePlease allow up to days from the date that we apply the credits for completion of this process
We are pleased that we were able to resolve these concerns to Mr***’s satisfactionIf we can be of further assistance regarding these matters during the interim, you or Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am generally available Monday through Friday between 8:a.mand 5:p.m., Central Time
Sincerely,
Tiffany G
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 resolves the issue but I had to spend lot of time and energy to get it resolvedSprint certainly tried to deceive me in not honoring buy one get one phone offer after the very first billing on the day of saleI am afraid there could be many other customers similar to thisIf this happens again, I will peruse suing Sprint but hats off to Revdex.com for your help.
Regards,
*** ***

[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:Your claim states that the account was closed and sent to collections on April 21st That is incorrectThe phones have been in *** procession since 02/28/We have been waiting on a final bill and had yet to receive one by 03/25/and spoke with two representatives with Sprint who stated that the bills were located online and that because the service had been canceled we no longer had accessI asked them then can you mail the statement so *** can pay the phones off, We were told no because the accounts were already sold to an outside collection agencySo all the information *** you stated above is incorrectly and untrueLegally you never sent us a bill and then turned the accounts over to collectionsThe account needs to be pulled from collections we need to be properly billed so that the account can be paidYou cant provide a bill to someone and give them no access to it and then charge the account off
Regards,
*** ***

May 5,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** I***
Sprint Account Unknown
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms*** I
***We appreciate your assistance in bringing our customer’s concerns to our attention
In the information provided, Ms*** stated that she was provided misinformation at the point of sale regarding the terms of a recent Buy One Get One Free (BOGO) promotion, that payments remitted to her Sprint account were not applied toward her financed device billing as she intended, and that we added a two-year term agreement to her account without her consentShe requested that we reallocate her payment toward her device pursuant to the terms of the BOGO offer and remove the term agreement from her account
We regret any possible misunderstanding that may have occurred related to Ms***’ equipment billing and the terms of our BOGO promotional offerThat offer allows participating customers the option of obtaining a device of select models and receiving a second device of the same model free when purchased with one of our billing installment purchase agreements, with other requirements and restrictions requiredTo remain qualified for the promotional offer, the equipment must be activated and remain active for the full length of the installment billing agreement term to allow the respective BOGO credit to systematically applyIn the event that a line participating in a BOGO offer terminates prior to the satisfaction of the installment term, the BOGO promotional credit will cease to award, and additional equipment charges may become applicableAdditional details related to our BOGO credit terms are available on our website at www.sprint.com/promotions
Unfortunately, we have been unable to locate a Sprint account with the information provided in Ms***’ inquiry, and our attempts to contact her via telephone and e-mail on April and and May 3, 2017, to discuss her reported concerns in detail were unsuccessfulWe also sent a letter to Ms*** at the address provided in her inquiry on April 28, 2017, acknowledging our receipt of her inquiry and inviting her to contact us directly to discuss her reported concerns in detail and provide us with valid account and contact telephone numbersTo date, we have not received a response from Ms***
We regret any inconvenience Ms*** may have experienced as a result of these issuesWe believe that we can fully address her reported concerns, and we look forward to having the opportunity to do soAs such, if we can be of further assistance with these matters, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday and Wednesday through Friday between a.mand 6p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst

November 14, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***-Rebuttal, Jodi M*** Sprint Account XXXXX*** Sprint Case 2285750 To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of MsJodi M***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her rebuttal, MsM*** stated that when she initially filed a complaint, her account was credited and her bill was reduced to $122. She further stated that her next bill’s balance was $and the last bill reflected a $balance. Furthermore, MsM*** stated that she thought that her bill would be reduced and she paid her bill; however, her balance was later updated to $296.81. And last, MsM*** described an unfavorable customer service experience during her attempts to resolve her billing issue. We attempted to contact MsM*** via telephone and e-mail on November 8, and 13, 2017, to discuss her reported concerns; however, we were unsuccessful in reaching her. We also mailed a letter to her address on file acknowledging our receipt of her inquiry Upon our initial review of this matter, our records reflect that on August 15, 2017, we advised MsM*** that her monthly service plan would be $90, plus applicable taxes and surcharges, if her account was enrolled in our automatic payment and eBill programs because she would receive a $monthly credit per line of service. Moreover, because of any possible misunderstanding regarding our service plan terms, we previously offered her a $account credit, which is equivalent to a $monthly credit for three months that she would have received if her account was enrolled in our automatic payment program. We also offered her a $credit for her coverage issues for a total credit of $120. MsM*** accepted our credit offer. Furthermore, our records reflect that her bill was $due to the credits that she received. Our records reflect that her charges totaled $in October because we did not receive her September payment in full by the due date. As a result, MsM***’s unpaid balance carried forward to her October billAs we previously advised MsM***, she can receive a $credit per line of service if she enrolls her account in our automatic payment program. As a result of our account review, we were unable to identify a Sprint billing error; however, we welcome MsM*** to contact us should she have any questions about her account We appreciate MsM*** for taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the level of service provided to our customers. Please be assured that we value customer feedback and will forward this information to the appropriate managerial teams for further review. We regret any inconvenience that MsM*** may have experienced. If we can be of further assistance with this concern, she can contact me directly by calling our Executive & Regulatory Services department toll-free at 844-282-8211, ext4235. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

June 20, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID *** Sprint Account XXXXX***, *** *** ***
Sprint Case *** To Whom It May Concern: 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 Ms***’s complaint, she was without service for roughly seven days while her device was being repaired. Ms*** advised that she is seeking an account credit for the time she was out of service due to a defective device and inability to obtain a loaner phone We apologize for any inconvenience this matter may have caused Ms***. At this time, Sprint does not have the availability of loaner phones for use while a device is undergoing service and repair or while awaiting a replacing device. However, as a goodwill gesture, we applied a $credit to her account to offset a portion of her monthly service fee while her device was not in use while awaiting replacement We appreciate Ms*** for being a Sprint customer. Should she need further assistance in this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Tuesday through Saturday from a.mto p.m., Central Time Sincerely, Travis MSprint Associate Executive Analyst

July 6, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Account xxxxx***, *** *** Sprint Case *** To
Whom It May Concern: The above-referenced inquiry of Mr*** ***, an authorized user on the Sprint account of Ms*** ***, has been received by our office. We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr*** cited his dissatisfaction with our not honoring the terms of a recent equipment upgrade promotion offered to him when he upgraded his previous devices to iPhone device models. He also described unfavorable customer experiences during his attempts to address that matterHe requested that we honor the promotional equipment pricing as initially offered We regret any possible misunderstanding that may have occurred regarding the terms of our referenced promotion. We identified that, at the time of Mr***’s referenced device upgrade transaction, the referenced promotion had expiredAs such, we were unable to provision the expected monthly device credits to his account. During our June 30, 2017, conversation with Mr***, we explained the information outlined above. However, we also confirmed that, due to any miscommunication that may have been provided to him related to this matter, we had previously addressed this matter by providing a lump-sum service credit of $to his account to offset an amount equivalent to the full value of the referenced device promotion Mr*** verified that information but also advised that, as a result of that promotional issue, his previously-requested rate plan change for his four lines of service was not completedWe updated his four lines of service to our Unlimited Freedom Plan, and applied an additional one-time $service credit to his account to offset the difference in rate plan costs for his current billing cycleMr*** verified satisfaction with our resolution. We regret any inconvenience these matters may have caused. If we can be of further assistance with these concerns, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, John CExecutive Services Analyst

December 11, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com File ***, Bill W*** Sprint Account XXXXXX Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint. We appreciate your assistance in bringing our customers’ concerns to our attention According to the follinformation received, MrW*** expressed his dissatisfaction with his replacement device. MrW*** states that the replacement device is defective. MrW*** is requesting that Sprint review this matter Sprint has reviewed MrW***’s complaintPlease note that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device on their phone line. 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 indicate that MrW*** does not subscribe to TEPTherefore, if he is experiencing a problem with his device he may visit his local Sprint service and repair center for diagnostic testing. At that time, if his device is determined to have a manufacturer’s defect, and is still within the limited one-year manufacturer warranty period, he may send the defective device directly to the manufacturer for repair and/or replacement under the provisions of the manufacturer’s limited one-year warrantyMrW*** is responsible for shipping costs and may incur additional costs if the manufacturer determines the device issue is not covered by their manufacturer’s warranty If the problem with MrW*** device is not covered under the provisions of the limited one-year manufacturer’s warranty, or the warranty period for the device has expired, or the customer does not want to send the device to the manufacturer, the customer has the following options: if the device has an issue that is deemed repairable by the Sprint service and repair center, he may have the device repaired at a Sprint service and repair center for a fee of $, $for cracked screen repair and up to a $fee for each exchange. Replacement equipment may be remanufactured or equipment can be the same or a comparable model with similar features as the original device. However, some devices may not be eligible for in-store service. If the device is not deemed repairable by the Sprint service and repair center, the customer will need to purchase a replacement device. We spoke with MrW*** on December 7, 2017. MrW*** explained that he canceled phone number ending in from his Sprint account and returned the iPhone device. At that time, we confirmed that MrW*** has received a credit for the Lease Cancellation charges associated with that line of service. MrW*** expressed his satisfaction with the resolution Sprint regrets any inconvenience MrW*** may have experienced while attempting to resolve this issue. If we can be of further assistance with this matter, MrW*** can contact me by calling our Executive & Regulatory Services department toll-free at 1-844-282-8211, extension ***. I am available Monday through Friday, from 8:a.mto 4:p.m., Eastern Time Sincerely, Taheera LExecutive 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
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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. However, the business (Sprint) should ONLY allow the opening of an account with proper identification - not over the phone. Hopefully this policy and procedure is part of their SOPM and if it is, then the employees who disregard the procedure should be properly disciplined up to termination and fined
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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Text message from Sprint: SprintFreeMsg On 12/01/2016, a $account credit was applied; it posts in minutesSign in to view details at sprint.us/mysprint in My Bill section
Regards,
*** ***

August 31, 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 supplemental inquiry of Ms*** *** which is in response to our August 16, 2017, correspondence. We welcome the opportunity to revisit our prior investigative findings Based on the information outlined in the supplemental inquiry, Ms*** continues to seek assistance with the repair of her Samsung Jdevice. She further requested that Sprint contact Samsung to resolve her device concerns. In our previous response and discussions with Mr*** ***, he stated that Samsung requested a true proof of purchase with the IMEI number listed on the document in order to repair the device. At that time, we advised Mr*** that our records do not include the IMEI number specifically; however, we can provide the Electronic Serial Number (ESN) and the Mobile Equipment Identifier (MEID). We provided copies of his Lease Agreement and the transaction summary pertaining to the purchase of his Samsung Jdevice for phone line ending in ***. Respectfully, Sprint does not have any additional information to provide regarding the phone purchase in question. For further concerns regarding repair and replacement guidelines via the device warranty, we respectfully request that the ***s contact their manufacturer Although the line in question does not subscribe to the Total Equipment Protection (TEP) program, the ***s can also take their device to one of our authorized service and repair centers for diagnostic testing. At that time, our service and repair technicians can determine if the device is eligible for repair or exchange. There is a $fee for each repair, a $fee for cracked screen repair, and up to a $fee for each exchange. Replacement equipment may be remanufactured and of the same or comparable model with similar features as the original device, and some devices may not be eligible for in-store service. We regret any inconvenience this matter has caused. If we can be of further assistance, the ***s can contact the Executive and Regulatory Department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Alethea BExecutive Services Analyst