Sprint changes/breaking contract

[simcha]

Sprint told me they can charge $1.99 before I can get out of my contact. They screwed me on a full upgrade after a year and I was trying to get out. Don't know why people are saying they got out if they can charge 1.99.

Call Sprint back and ask to speak with a supervisor at retention. Don't take "no" for an answer. Once you have the retention supervisor on the line use the script from the terms and service posted above. Be firm and don't hang up without the answer you want.

I've been with Sprint for 12 years. I've never allowed them to get away with anything. Many customer service reps are friendly and helpful. However, they often don't have enough information or authority to help you. When that is the case I always ask for a supervisor firmly and respectfully. Even then if the supervisor isn't doing what you need, you can escalate your issue to "escalation." Sometimes they can work wonders because if you've reached them they know you're a though customer.

Corporations never give their foot soldiers enough authority and information to do anything that affects their bottom line. The trick is to get access to someone who has enough information and authority to do the right thing and force the corporation to take an action that might cost them money. Corporations count on the fact that most customers are docile and don't have enough knowledge or information to advocate for themselves. I'm not like most customers. 95% of the time I get my way because I've done my research and I'm willing to be assertive enough to convince them that they should do the right thing for me.

 

[Rodv66]

Thanks for the advice. I was told by legal to go ahead and waste money because the 1.99 clauseis 3 years old. Will try tomorrow. I am really pissed that they jacked me on a one year upgrade and they refuse budge

 

[PrimoOptimoso]

The fee change should be on your August statement. However, it is NOT required to have your contract cancelled. I didn't have the message on my statement either, but Retentions knows it's your right to cancel w/out ETF.

If you need to, read the following statement to the Retentions agent:

"If a change we make to the Agreement is material and has a material adverse effect on Services under your Term Commitment, you may terminate each line of Service materially affected without incurring an Early Termination Fee only if you: (a) call us within 30 days after the effective date of the change; and (b) specifically advise us that you wish to cancel Services because of a material change to the Agreement that we have made."

Source Link

Remember, you have the upper hand. It's your right under the law and their T&S to be let out of your contract due to the fee increase. Immediately ask to be transferred to Retentions and be stern but polite. Don't give up!

Kycats - please, PLEASE tell me you have the name of the agent who did this for you. I have been not only stonewalled by Care, but also by Retentions and by the EXECUTIVE OFFICE about this. It's gotten so bad I have already filed complaints with the BBB, FCC and FTC. The executive office INVITED me to bring suit against them about this. The audacity!

 

[Rodv66]

Filed a bbb complaint about the fee and change of arbitration to jams today

 

[PrimoOptimoso]

Oh I filed formal complaints with BBB, FCC and FTC yesterday. Trying that rep, though, kycats; thanks. What if she denies doing it or wants me to prove it somehow?

 

[PrimoOptimoso]

She's in Retentions, so she should be free of the usual CSR immediate denial nonsense. Just send her a polite e-mail calmly asking to be let out ETF-free due to the admin fee increase. Provide your phone # and cross your fingers.

Well, as I'd said earlier, I was given smack talk and bull-manure by FOUR Retentions Escalation Managers (the ones who claim there IS no higher authority to talk to about the matter), followed by the Executive Support office, about this. Additionally their Social Media department is doing the same, since I tweeted and sent a followup email to "Sprint Cares".

Still, the email I sent to Ms. Ricks was as concise and polite as humanly possible. (Hell, I told the Social Media guy yesterday via email that I can't even talk to people on the phone about it, because it will basically turn into a heated argument and slurs against the honor of one's mother, what with how unfathomably angry I am and all.)

 

[PrimoOptimoso]

Update: I got a phone call today, which of course I didn't answer as it was a restricted number (sneaky sneaky, Sprint), and it was someone from Corporate referring me BACK to the Executive Services person that belittled me yesterday and invited me to sue Sprint over this. I emailed back indicating I had no interest.

I don't want another phone call, I want it all in writing from here on in, and yet they seem to choose silence instead. I wonder if this could be hurting their case; I certainly hope so, of course.

kycats, that rep has not yet contacted me, but (or "and") I'm not optimistic. =0(

 

[PrimoOptimoso]

I have now gotten the exact same voicemail and email three separate times from the dan@sprint.com person, referring me back to the executive services slunt again.

This is not going well. Emails to Bill White (corporate communications) and Charles Wunsch (legal counsel) being prepared; BBB has already contacted them; who knows about FCC complaint. FTC does not deal in individual complaints; they just keep them in a database and pursue offenders when they stack up high enough.

 

[jbsg02]

I called to get out of my contract and what they told me was that they are allowed to raise that fee a certain amount (up to 8 dollars I think he said) and not violate the terms of the contract. I don't think that is really true, but I'm sure they have gotten so many calls about ending contracts that they are just trying to blow smoke so people can't leave. I have soured on sprint from talking to their reps on the phone

 

[ovrrdrive]

Hmmm..... I don't believe that anybody forces you to sign a contract and submit yourself to those "fascist restrictions " as you put it.

Those contracts are in place for a reason, and you chose to sign the contract. If at some point you decide that you no longer wish to be bound by the contract.... put on your big boy undies, and pay your way out rather than looking for a way to skirt your responsibility.

50 years ago it was a handshake, in this day and age it's a contract. If you're so quick to defend sprint's right to hold us into a contract, I suggest you read up on just what a contract entails then come back into this thread. For someone that is looking to get out of their contract or even just be free of it I think this is an excellent opportunity to make that happen. Hell, I might even do it myself.

 

[jbsg02]

Sprint Changes Contract, Still Won't Let Me Out

Sprint Changes Contract, Still Won't Let Me Out - The Consumerist


Looks like they're not letting anyone out now. Glad I bailed early!

Pretty much what I went through. I even quoted the Cunningham vs. Fleetwood Homes case that states a change in the arbitration clause is material terms to a contract, and by doing so, allows me to leave ETF free as stated IN THE CONTRACT. They say it isn't reason enough to let me out of my contract, but I'm pretty sure they are blowing smoke knowing I would have to get a lawyer to fight them over my $80 ETF fee. A class action suit would be wonderful to see and would hopefully send a message to ALL wireless providers about changing contracts and mistreating their customers.

 

[jbsg02]

Having said all that, I could load a Verizon PRL if I wanted and go crazy with data and have them happy to let me go

 

[mcbtrain929]

so has there been any recent successes of getting out of your contract/going month-to-month because of the contract change? or are they basically just saying no to everybody right now??

 

[Kori_Tamashii]

I just switched to Sprint at the end of July... reading this thread makes me wonder if I dun goofed by doing so. :/

 

[jbsg02]

so has there been any recent successes of getting out of your contract/going month-to-month because of the contract change? or are they basically just saying no to everybody right now??

I think they have caught on to everyone trying to break the contract due to this and aren't letting people out, whether it's legal or not

 

[Wolfedude88]

That's not necessarily true. My leaving Sprint was due to a confluence of events including poor voice/data coverage in my area, addition of an extra year to my contract for a corporate discount, lack of an upgrade discount, etc. If you're happy with Sprint, that's great!

I could not agree more, I think a lot of people are happy with Sprint. I wish I wasn't leaving them but I am having issues with calls/data. If it gets better in my area I would reconsider coming back.

 

[Kori_Tamashii]

That's not necessarily true. My leaving Sprint was due to a confluence of events including poor voice/data coverage in my area, addition of an extra year to my contract for a corporate discount, lack of an upgrade discount, etc. If you're happy with Sprint, that's great!

True. So far, I'm quite pleased. /knocks on wood

I feel bad that everyone's not having the same luck; even after going through multiple providers.

 

[Kori_Tamashii]

Some reps even have the nerve to tell people to go ahead and call an attorney and sue them," he said.

I've heard that, too. The nerve!