Sprint Corporation

[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 still requiring Sprint to pay for a bill cycleI had to deal with this inconvenience for a little over two months and had my services cut off twiceIt also affected my father who is under my planSprint will cover one billing period as compensation for the undue stress caused by their errorOnce they pick up a billing cycle, then I will consider the matter c closedI've been a loyal customer for several years
I am rejecting this response because:
Regards,
*** ***

According to the information provided, Mr*** expressed her dissatisfaction with the level of customer service he received from our Customer Care group, while attempting to resolve his account concerns. Mr*** stated that he cancelled his Sprint account within our promotional
Satisfaction Guarantee return period and returned the devicesHowever, Mr*** further stated that his account was assessed charges for the returned equipment, and he received an collections noticeMr*** requested that Sprint review this matter, adjust his account accordingly and remove any negative reporting from the credit bureaus Sprint has reviewed Mr***’s complaintWe regret the circumstances that led to Mr***’s decision to cancel his Sprint services. Sprint is committed to providing world-class customer service, and we stand behind our commitment with our promotional Day Sprint Satisfaction Guarantee return/exchange policy on all our products. This can be viewed on our website at *** According to our records, we have confirmed that the devices were returned on October and 24, 2016, and November 8, 2016. As a result, a credit of $was applied to his account on November 29, 2016, to remove the non-equipment return chargePlease be advised that Mr***’s Sprint account was not forwarded to an outside collections agencyWe spoke with Mr*** on November 29, 2016, and provided the aforementioned information and resolution to himMr*** confirmed that he was satisfied with the resolution provided We appreciate Mr*** taking the time to provide us with details of his experience with our Customer Care group. We are continually seeking ways to improve the quality of service provided to our customers. Please be assured that we value Mr***’s feedback and will utilize his input to improve our training processes

Ward Parkway, Suite
Re: Revdex.com Inquiry ***, ***, ***
Sprint Account xxxxx***, ***, ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced inquiry of Ms*** ***, submitted as a subscriber on the account of Mr
*** ***, and forwarded to the Executive & Regulatory Services department for reviewWe appreciate your bringing our customers’ concerns to our attention
In the information provided, Ms*** states that there are three lines of service on
Mr***’ account that are experiencing dropped calls, and have been since September She further states that she brought this matter to the attention of our Customer Care representatives, but the issue has not been resolved to her satisfaction as they are still experiencing dropped callsMs*** expressed her concern that they may not be able to dial in the event of an emergencyAs a result of the dropped call issue, she is requesting that a credit equal to percent of the charges incurred be applied to
Mr***’ account for September through January for call difficultyIn addition, she is requesting to be able to cancel service without paying any fees for the devices
We regret the difficulty that Ms*** stated that she and the other subscribers have experienced while using their devicesBased on a review of our records, there is Sprint coverage in the local area and there is a tower that is miles away from their homeFurther review of our records indicate that there was a network ticket opened on the tower on November 17, 2015; however, the ticket closed the same day and the tower is working optimallyDuring our discussion with Ms*** today, we informed her that the towers she is using is about to miles from her home area, and there are currently no tickets opened on those towersMs***’ stated that it is mostly traveling to and from work when they are unable to use their service, and they desire to cancel service by transferring to another mobile carrier
In an attempt to reach an amicable resolution to this matter, we informed Ms*** that should she return the devices, we will offset the remaining amount of the installment billing charge for each deviceWe will send a return label to the email address on file to facilitate the return of the devices at no additional costShould she retain the devices, we will credit one-half of the amounts of the installment billing charges as a goodwill gesture to get closure to this matterBased on a review of the usage on the account, we are unable to determine that usage has degraded; therefore, we must respectfully decline Ms*** request for additional credit to the accountWe also informed Ms*** that the billing cycle ends February 26, 2016; therefore, they have from now until that date to decide to port their numbersShould porting occur after February 26, 2016, they will enter into a new billing cycle, and there is no proration of charges at cancelationMs*** acknowledged understanding this information
We regret any inconvenience that Ms*** may have experienced while attempting to resolve her network concernsShould there be any additional questions or concerns, she can contact us by calling the Executive & Regulatory Services department toll-free at
###-###-####, ext***I am available Monday through Friday between a.mand
p.m., Central Time
Sincerely,
Bridgette F
Executive Services Analyst

January 20, Revdex.com *** *** *** *** *** *** *** ** *** Re: Revdex.com File *** Sprint Account ***, *** ***
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 receive credits owed to her for a device she returned to us in November during an authorized equipment exchange. Ms*** requested that we remove the disputed equipment charge from her account We regret any delay in providing Ms***’ referenced equipment credit. Our records reflect that Ms*** exchanged her Sprint equipment on November 23, 2016, at one of our retail locations. That action systematically canceled the lease agreement for her previous device. That action led to the acceleration of the remaining lease charges totaling $associated with the canceled lease, which we then assessed to her account pending the return of that device to Sprint. Because the device was not identified as being returned by our systems, the unpaid purchase option charges remained on her account. During our conversation with Ms*** on January 13, 2017, we explained the information above. Ms*** again disputed the accelerated charges, stating that she turned in her previous device to employees at the referenced retail location when the exchange was completed. We reviewed the matter further and verified that her device was returned into our inventory on November 23, 2016, and we applied credits totaling $to Ms***’ Sprint account to offset the disputed charges in full on January 15, We appreciate Ms***’ taking time to provide details of her experience with our retail and Customer Care representatives. Please be assured that this experience is not indicative of the level of service we expect from our employees and that the feedback she provided will be forwarded to the appropriate management staff empowered to make changes in this area We regret any inconvenience this matter may have caused Ms*** but 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, LaDonna J*** Executive Services Analyst

June 9, 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 reference inquiry filed with your office by Mr*** ***. We appreciate your assistance in bringing his concerns to our attention. In his inquiry, Mr*** states that when he ported his number to another service provider he was led to believe that he would receive a $service credit for his buyback device; however, he only received credit totaling $He further states that he had a secondary device he wanted to trade in also, but the device had a crack in itHe further states that he was also led to believe that if he repaired the crack screen, Sprint would take the device backHe repaired the screen; however, he states that Sprint refused to take the device backAs a result, he is requesting that Sprint credit his account for the difference in the device credits he received, and for the repair cost of his second device. We spoke with Mr*** on June 5, 2017, and at that time, we advised him that we were unable to confirm the aforementioned offer, however, due to any possible misunderstanding, and to bring closure to this matter, we would apply a credit of $to his account for the difference in the device credit he believed he was supposed to receive. We also applied a $credit for the repair cost he incurred. Mr*** accepted our offer and expressed his satisfaction with this resolution We appreciate Mr*** for taking time to provide us with the details of his experience, as we are continually striving to improve the quality of service provided to our customersIf further assistance with this matter is needed, I can be contacted by calling the Executive & Regulatory Services department at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Central Time. Sincerely, Sean *** Executive Services Analyst

June 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Account XXXXX*** Sprint Case *** To Whom It
May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***, an authorized account user on Mr*** ***’s Sprint account. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** expressed her dissatisfaction with the level of Sprint network service available in the area and with the length of time taken for us to remedy that matter. She further stated that although her device was exchanged, she continues to have issues with text messaging and call quality even when she travels to other cities. As a result, Ms*** requested that we credit her account and that she be allowed to return her devices and waive her accelerated devices’ charges. We regret that our network in Ms***’s area may have fallen below her wireless communication needs or expectations. As outlined in our Terms and Conditions of Service, we cannot guarantee coverage in any location at all times, and the level of network coverage and data speeds can be affected by various factors within or outside our control. Our technical teams are continually monitoring our network and strive to reduce any negative impact to our customers. We confirmed that the network in her area is currently functioning within parameters On June 1, 2017, Mr*** *** responded to us via e-mail giving us permission to speak with Ms*** regarding her concerns. During our conversation with Ms*** on June 12, 2017, we informed her that based on the terms of our service, we do not accept the return of devices after the 14-days Sprint Satisfaction Guarantee period. She stated that she had issues with call quality in more than one location and that when she sends text messages to telephone numbers that belong to other service providers; her text messages are not received. In an effort to address this matter, we advised Ms*** that we needed the list of telephone numbers that are not receiving her text messages and the name of the service provider. Furthermore, we advised Ms*** that once this matter has been fully addressed by our technical support team, we will apply a credit to her account if a Sprint error is identified. Ms*** agreed to provide the details; however, to date, we have not received the requested information. We regret any inconvenience these issues may have caused Ms***. If we can be of further assistance regarding these matters, or if Ms*** would like to provide the aforementioned information, 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, Minnie SExecutive Services Analyst

October 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, Shandrannia *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of MsShandrannia ***. We appreciate your assistance in bringing our customers’ concern to our attention. Ms***’s filing expresses network usage concerns with her account. She is dissatisfied with service levels at her home addressShe has requested that Sprint review her concern and provide a credit to her account for service charges billed As stated in our Terms of Services, our coverage maps provide high level estimates of our coverage areas when using services outdoors under optimal conditions. There are gaps in coverage within our estimated coverage areas that along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or that otherwise impact the quality of service. Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures. As a result, you may experience difficulty making or receiving calls when indoors. With respect, we would note that the nature of wireless signal precludes any carrier from providing seamless coverage. Sprint has made no warranty or guarantee of the sameHowever, in an effort to amicably resolve her concern, we have applied a one time $credit to Ms***’s Sprint account We regret that Ms***’s experience with service at her home is falling short of her expectations. We are continually seeking ways to improve the quality of service provided to our customers with our ongoing commitment to improve coverage. Please be assured that we value this feedback and that her concerns have been forwarded to the appropriate managerial staff empowered to make changes in this area We regret any inconvenience this matter may have caused Ms***If I may be of further assistance regarding this matter, Ms*** can reach me by calling Sprint 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

October 13, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, Stephanie *** Sprint Account xxxxx*** Sprint Case *** To whom it may
concern: Sprint is in receipt of the above-referenced inquiry of MsStephanie ***. 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 while trying to resolve her device issue. Ms*** stated on September 3, 2017, her device Samsung Note was broken, and she took it to one our Sprint stores to have it fixedShe further advised the device was sent to Asurion, the third-party insurance company for repairsShe stated on September 23, 2017, she went back to the store and paid $to get the device back, only to leave the store and found out the device stopped workingMs*** advised she has been waiting on the replacement device. As a result, Mr*** is requesting that we reset her eligibility and upgrade her device without charge Our records reflect that Ms*** spoke with our executive team on October 5, 2017, and a replacement device was ordered for herWe also received an e-mail from Ms*** on October 6, 2017, to inform us her issue has been resolvedMs*** thanked us for our help We appreciate Ms*** for taking the time to provide us with her experiences 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 will utilize his input to improve our customer service training and processes We regret any inconvenience this matter may have caused, and are happy that Ms***’ issue is resolved. If 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

[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,
Michael ***

May 2, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX***, Sprint Case
*** To Whom It May Concern: The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Ms. *** *** stated that she made a down payment on an LG device on January 29, 2017, and she returned the device on February 2, 2017. She stated that although she returned the device within the 14-day return period she has not received the refund for the down payments she madeAs a result, Ms*** is requesting that we provide her with a full refund of the down payments she made at the retail store During our discussion with Ms***, we apologized for any inconvenience Ms*** may have experienced as a result of this issue. Further, we advised her that our records reflect that we processed a check for $on March 13, 2017, and Ms*** confirmed she received the check. Additionally, we processed a refund of $to complete the full refund of the down payment she made of $121.49. We advised Ms*** that she should receive the refund back to the original credit card she used to make the payment within to business days We also advised her that we would not be able to process a refund for the $she paid, because the payment covered an outstanding balance she had on a previous account. Ms*** accepted our offer and is satisfied with the resolution We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care and retail store representatives. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time. Sincerely, Tobias TExecutive Services Analyst

September 20,
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 complaint of Mr***
*** *** submitted on August 26, We appreciate your assistance in bringing our customer’s concern to our attention
According to the information provided, Mr*** stated that he relocated to Amsterdam, The Netherlands, and was utilizing his iPhone SE device with an international carrierHowever, he wishes to retain his Sprint services, which would allow him to retrieve texts and voicemails messages sent to his Sprint phone number ending in ***Mr*** further stated while overseas he purchased an iPhone 5c device to utilize his Sprint service; however, he encountered problems while attempting to activate this device onto his Sprint accountMr*** requested that Sprint review this matter
Sprint has reviewed Mr***’s complaintAccording to our records, Mr***’s account was activated on April 3, 2016, and activated an iPhone SE device via Installment Billing
Sprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet deviceCustomers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed deviceThere are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay
Furthermore, our records confirm that on June 1, 2016, Mr*** contacted Sprint and requested that we unlock the SIM card for international use, which would allow him to utilize his device with an international carrierPlease be advised unlocking 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 the device to allow another carrier’s SIM card to be inserted (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 unlocking may be found at www.sprint.com/unlock
Sprint will unlock a device under the following circumstances:
• Any associated service agreement, Installment Billing Agreement, or Lease Agreement has been fulfilled, including payment in full of any applicable Early Termination Fees or end-of-lease/installment billing purchase options
• The associated account is in good standing
• The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked
• The device has been active on the Sprint Network, currently or in the past, for a minimum of days
We confirmed that Mr***’s iPhone SE device associated with the phone number ending in is eligible for SIM unlockingPlease note that the SIM unlock information was transmitted to the device in question on June 1,
While the iPhone SE device was internationally unlocked for use with an international carrier, Mr*** wished to activate an iPhone 5c device that he purchased in The Netherlands, for use with his Sprint service, which would allow him to easily retrieve texts and voicemail messagesDevices that are purchased overseas may be activated on the Sprint network for use with customer accounts; however, they must be compatible with Sprint’s CDMA network
We communicated with Mr*** on September 20, 2016, and relayed the above information to him and advised that the iPhone 5c device is not compatible with the Sprint networkDuring that communication, we explained to Mr*** that while the iPhone 5c device may work most of the time with the Sprint SIM card installed, the device may need to be periodically power cycledMr*** confirmed understanding with the information provided to him and did not require further assistanceWe sincerely regret any inconvenience this matter may have caused Mr***
Sprint sincerely appreciates Mr*** taking the time to provide the details of his experienceWe always strive to improve the quality of the customer service provided to our customersPlease be assured that Sprint values Mr***’s feedback and will utilize his input to improve our training and processes
If we can be of any further assistance, Mr*** can contact me by calling our Executive and Regulatory Service Department toll-free at ###-###-####, extension ***I am available Monday through Friday, between a.mand p.m., Eastern Time
Sincerely,
Cindy ***
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: Unfortunately, while Sprint's computer system may "show" contracts added to both lines in 2013, my wife and I were advised by a store representative in Mansfield, MA on 11/30/that I was not in a contract and free to either upgrade or leave Sprint. This is THE ONLY reason we left Sprint in 2014. Had we been advised that we had a contract by the store personnel, we wouldn't have left Sprint at the time and would not be in this situation as is. Also unfortunately, my side of this situation is as much hearsay as Sprint contesting that I have a contract on my lines. I will however have my wife's account of the situation whereas Sprint has.....a checked box in a computer system?When all of this is said and done, the facts are that when I first called into Sprint on 8/9, I was only asking for someone to provide me a copy of my agreement. They failed to do so and instead provided me an unsigned copy of another customer's phone installment agreement I've been promised repeatedly that someone was going to be able to get me this agreement and since no one has been able to produce this, the only proper judgement is for their claim that I'm in an agreement to be invalidated due to their inability to keep proper records. This means I will agree to the following: to reduce the $balance by the $for the device I returned, the $ETF for ###-###-####,the $ETF for ###-###-#### and correct the negative re***s on my credit report. The balance that I would then agree to pay would be $and only then will I consider the matter closed
Regards,
*** ***

May 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case 1***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on May 15, We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms*** expressed her concern with the inability to receive a promotional price plan that she alleges was advertised via our website, www.sprint.com, which offers unlimited talk, text and data on five lines of service for $per monthMs*** requested that Sprint review this matter and honor this promotion 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 Our records reflect that on May 10, 2017, Ms*** contacted our Customer Care group and expressed her interest in updating her current price plan to an less expensive price plan that maybe more suitable to her needsMs*** advised that she saw advertisement via Sprint.com on-line services for the $Unlimited Freedom plan up to five lines of service with unlimited talk, text, data, hotspot, and HD streamingDuring the call, we informed Ms*** that the $unlimited plan is for new customers whom switch to SprintTherefore, we offered Ms*** to place her five lines of services our legacy Unlimited plan for $per monthMs*** declined our offer We regret any miscommunication that may have received regarding Sprint’s promotional price planHowever, we are unable to honor the $Unlimited Freedom plan since Ms*** is an existing customerFurthermore, we have communicated with Ms*** via email due to time constraints and explained to her we would like to provide her with optional price plans that maybe available to her or she may log onto her MySprint.com account to view the existing plans available to herShould Ms*** require further assistance with this matter, we encourage her to contact the undersigned directly during the business hours provided below at her earliest convenience We appreciate Ms*** taking time to provide details of his experience with our Customer Care groups. 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 review. We regret any inconvenience that Ms*** may have experienced while attempting to resolve the aforementioned concerns. If we can be of further assistance, Ms*** can reach us by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 4:p.m., Eastern Time Sincerely, /s/ Regina SExecutive Services Analyst

November 22,
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 the information provided, Ms*** expressed her dissatisfaction with our not honoring the terms of a device buyback promotion she previously offered to her and with the level of customer service provided by our representatives during her unsuccessful attempts to address that matterMs*** requested that we upgrade her current iPhone model to an iPhone model
We regret any misunderstanding that may have occurred related to our referenced equipment promotionOur Marketing department works diligently to ensure that our web site and brochures are accurate and contain details that will allow customers to make informed decisions regarding Sprint products, services, and promotionsWe have built a solid reputation on honest business practices, and it is not our intention to mislead or confuse our customers with regard to the services or products we provide
Our records reflect that Ms*** activated her Sprint account on September 26, 2016, with two lines of service and that one of her two devices was to be associated with our iPhone Forever Lease promotionThat promotion provides customers the opportunity to lease a new iPhone device with each next generation iPhone launch after consecutive payments are metBecause Ms*** had not met the minimum requirement of consecutive payments toward her existing lease agreement, our representatives correctly informed her that the referenced line of service did not qualify at the time of her initial request
During our conversation with Ms*** on November 11, 2016, we explained the information detailed aboveBased on additional information she provided regarding a discussion with one of our Customer Care representatives, we agreed to further investigate her report and follow up with her within the next few days
We followed up with Ms*** on November 17, During that conversation, we advised that our initial findings related to her inquiry are valid but that, as a one-time exception, we updated her account to allow for immediate device upgrade eligibility for her referenced line of service under our iPhone Forever Lease promotionWe also advised that, pursuant to the terms of that promotion, she would need to initiate a new lease agreement for her new device and will be required to make a minimum of consecutive payments before being eligible to upgrade to another iPhone device model on that line of serviceMs*** expressed her understanding with the terms of the promotional offer and her satisfaction with our resolution
We appreciate Ms*** taking time to provide details of her experience with our Customer Care representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes
We regret any frustration these matters may have caused but are pleased that we were able to resolve Ms***’s reported concern to her satisfactionIf we can be of further assistance with these issues, Ms*** can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday, between 7:and 4:p.m., Central Time
Sincerely,
Linda W
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
I find it interesting that the claim they have of "the devices we received included different Electronic Serial Numbers (ESNs) than those registered by the promotional end date" as the numbers are correct, all receipts verify and photos of the phones ESN support thatHad we not had all our receipts I feel the outcome would have not been in our favorBUT we do appreciate Sprint finally correcting this issue
Regards,
*** ***-***

May 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** L*** Account XXXXX*** Case *** To Whom It May Concern: Sprint is
in receipt of the above-referenced complaint of Mr*** *** regarding his Sprint account XXXXX***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided, Mr*** is dissatisfied with the delay in unlocking his wireless device and inconsistent information he has received regarding this issue We spoke with Mr*** on April 25, 2017, and he confirmed that his concerns had already been resolved to his satisfaction. Mr*** stated that his device is now working with his new carrier and he is pleased with the assistance provided by the last Sprint representative that he spoke with. We advised Mr*** that we regret any inconvenience that this matter may have caused and his feedback regarding his experience will be used to improve our services We are pleased to have fully resolved the concerns that Mr*** brought forth. If I may be of further assistance with these matters, Mr*** can reach me by calling the Sprint Executive & Regulatory Services Department toll-free at ###-###-####, ext***. I am available Monday through Friday from a.mto p.m., Central Time Sincerely, Clara CExecutive Services Analyst

June 1, 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. In his complaint, Mr*** expressed his dissatisfaction with the level of service received at a Sprint retail location, stating that he was offered a lease for the Samsung Galaxy Sdevice. However, he requested to purchase it at discount pricing with a two-year Service Agreement. Like many retailers, Sprint’s pricing and purchase methods do change on occasionWhile we no longer offer subsidized two-year device pricing effective March 10, 2017, we are pleased to continue to offer a variety of affordable options for the latest smartphonesWe are simplifying our customers’ device purchase experience, allowing them to lease or purchase their favorite device in monthly installments We spoke with Mr*** on June 1, 2017, apologized for any possible miscommunication that may have occurred. In an effort to resolve this matter, we canceled the lease agreement for the Samsung Galaxy Sdevice and billed his account $for the device as a one-time exceptionWith this action, Mr*** confirmed his issue has been resolved We appreciate Mr*** for taking time to provide details of his 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 will utilize this input to improve our training and processes 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

August 24, 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’ concerns to our attention. In the information provided, Ms*** states she recently purchased a Sprint SIM card for $because she was interested in establishing service with us; however, she changed her mind and states that she returned the SIM card immediately after receiving it. Ms*** is requesting a refund for the aforementioned payment, stating that it has been weeks since she returned the SIM card, but had yet to be refunded We regret the circumstances that prompted Ms***’s complaintOn August 23, 2017, Ms*** confirmed via e-mail that she had received her requested refund. As a result, we have taken no further action regarding this matter We regret any inconvenience Ms*** may have experienced as a result of this matter. If we can be of further assistance, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, Leslie *** Executive Services Analyst

April 14, 2017 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com Case ***, *** *** 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 the inquiry, Ms.*** stated that in December 2015, she was offered three tablets at no cost. Ms*** stated that she accepted the tablets and realized that she was billed $per month on each subscription. Further, she stated that she recently canceled the tablets and was billed a $Early Termination Fee for each Tablet. Ms*** is requesting a resolution to this matter 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 During our conversation with Ms*** on April 3, 2017, we apologized for any misunderstanding that may have occurred as a result of this issue. Further, she informed us that her issues have been previously resolved by our Customer Care group. We appreciate Ms***’s taking the time to provide us with the details of her experience with our retail representatives. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. If I may be of further assistance with this matter, please contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central Time. Sincerely, Tobias T.Executive Services Analyst

May 22, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry ***, *** *** Sprint Account xxxxx*** Sprint Case ***
To Whom It May Concern: We appreciate your assistance in bringing the concern of Ms*** *** to our attention. We regret any inconvenience that she may have experienced as a result of this matter. According to the information provided in the inquiry, Ms*** indicates that her Samsung Galaxy Spreviously stopped working in conjunction with her visit to a Sprint retail store in August 2016. She indicates that our sales management later replaced her Samsung Galaxy Swith a new LG Stylo phone. She also indicates that the replacement LG Stylo phone that she received in August stopped working in May 2017, and she activated the above-referenced Samsung Galaxy Sphone back again on her phone number. She states that she also purchased a prepaid phone through another carrier. As a result, she requests that she receive a Samsung Galaxy Sto replace the LG Stylo that stopped working. She also requested that Sprint reimburse her for services provided to her through another carrier. During our discussions with Ms***, we confirmed with her that her above-referenced Samsung Galaxy Sstopped working in August 2016. We also confirmed that our sales management team replaced her Samsung Galaxy Swith a new LG Stylo phone in August 2016. We also confirmed that she used the above-referenced new LG Stylo phone from August to May when she states the replacement LG Stylo also stopped working. She stated that she couldn’t use either her previous Samsung Galaxy Sdevice or her LG Stylo replacement phone. During the time that we were reviewing her request for another replacement phone, Ms*** purchased a new LG Stylo on an Installment Billing Agreement (IBA). As a result, she requested that we apply account credits to offset the IBA charges assessed for the LG Sylo phone that she purchased. In view of any misunderstanding regarding this matter, and to reach an amicable resolution, we applied a $account credit to offset the IBA balance for her new LG Stylo that she purchased for the phone number ending in ***. We advised Ms*** that she has the option to provision Total Equipment Protection (TEP) on her phone number ending in *** to provide for replacement phones in the future. We also advised her that we will be unable to reimburse her for her phone purchase and services provided with another carrier. Ms*** stated that she was satisfied with our handling of the matter. Should Ms*** need further assistance in regard to this matter, I can be contacted by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Pa*** SExecutive Services Analyst