Although I work full-time, I do engage in consulting work on a part-time basis. And because as a consultant, I require that my efforts and talents be rewarded in a timely fashion (read: payment), when I wear my consumer hat, as a general principle, I ensure that I abide by those same rules. So when a business who takes my hard earned money every month gives me the run around and provides unsatisfactory service, you’d better believe that I am going to have a problem with it.
The rumbling behind this latest iRant began more than a month ago. Nearing (but still two months shy of) my cellphone upgrade date, I started to notice that my Blackberry had begun to regularly perform the “cycling-hour-glass-of-dysfunction” not once, not twice, but close to eight times a day; so much so that I would have to remove my battery each time and perform a soft reset just to access my emails or retrieve my missed calls and voice messages. And for those who know me, or at least read my blog you understand that as a worker bee, mommy, wife, and all around busy body, this type of non-service and nonsense is a fail of epic proportions.
So after calling my carrier’s customer service line, it was recommended that I take my phone to a local repair center to determine the cause of my technical hiccups. Upon learning that my phone did not have sufficient memory to accommodate all of the functionality and applications that I regularly used, the technician gave me the option of upgrading my phone or hard resetting it (wiping all of the information off the phone). Knowing that a device upgrade would result in a hefty out of pocket cost since my upgrade eligibility would not be satisfied until February, I opted for the hard reset (thank God for cellphone backups). Three hours later, my naked phone was returned to me with only its factory settings. But before I could even get it home, the cycling began again.
Totally frustrated at having wasted several hours with nothing to show for it, I called customer service back and let them know of my unresolved issue. Of course, short of buying a new phone, no one seemed to be able to give me any practical advice on what to do. Once I began complaining however about being a valued (in my mind at least) customer for close to a decade, the agent on the line did tell me that if I called back in mid-January, she would denote in my records that as a “Premier Customer” I would qualify for my cellphone upgrade eligibility early.
Holding them to their word, I contacted customer service three weeks later to see about that valued customer upgrade they had promised. Not only did the rep I speak to not see anything denoted in my account, she simply transferred my call to a totally different department without so much as prefacing the agent about my call. Explaining my issue for the 50-11th time, I was basically told that come February 1, I would be given $150 toward the purchase of a new phone, as if this “revelation” was some sort of special provision afforded to me that other customer simply were not privy to.
Retrieving my notes (oh, you know I had them), I added this conversation to the litany of falsehoods and other hogwash sold to me by the customer service staff over the past couple of months and then took to the twitter pages of Sprint Customer Care and Sprint Premier to let them know to expect one of my infamously scathing customer complaint letters (infamous, in that people often request that I pull out my Complaint Portfolio to read as amusing ice breakers at parties and gatherings at my house).
Not 24-hours later, I just happened to log into my online Sprint account to determine what my current balance was as I planned out my bi-monthly budget, and wouldn’t you know it….my account was mysteriously updated and reflected a Premier Customer eligibility upgrade date of 1/1/11, as opposed to the original date of 2/1/11.
(-__-) Humph!
Now admittedly, I usually take perverse pleasure in crafting the sort of correspondence that garner me coupons, free services and other benefits that relieve the consumer pressure on my pocket book, but seriously though… why do I always have to threaten to show-out (intellectually, of course) before a vendor will “do right by me”?
And while I appreciate the whole after-the-fact-rapid-response, I earnestly say to you: Boo Sprint…just boo!
Tags: Customer Service Fail, Sprint Customer Care, Until You Do Right By Me, What the???