jmirabella
Joe Mirabella
Premium,VIP
join:2003-10-20
Lanham, MD
clubs: | reply to CMoore2004
Re: Sprint Refusing to waive Early Termination Fees
no troubles.. I know my way around a CSR rep very well =) |
|
JGZinv
join:2006-09-26
Borden, IN
| reply to tuaris
I cancelled out my Sprint unlimited service yesterday (11th) around 7 PM EST or so. I have never received any notice on my paper or net - listing the upcoming changes.
However I'm usually 8 to 15 GBs of usage for my billing period - so I went and killed it early to be safe.
First I called 1800-777-4681 and talked with Julis at Customer Care, told him I wanted to cancel out the service for such n such reasons because of the TOS change and upcoming cap on the 13th. He said there would be a $150 ETF fee.
I said that I have the right to get that fee waived due to the change in TOS and cap being implemented. Other customers have had this same issue. That he should talk to his manager, as they should have some information about this (I said this about 3 times to reinforce it). That I had been regularlly over the 5 GB cap limit in my normal usage. He obviously did not know about the changes being implemented - asked me to go over it all again. Then he said he'd talk to retentions and put me on hold.
Bout 2 minutes later he came back and said I was correct and that he was transferring me to retensions as they'd be better able to handle the cancellation. Got on with retentions Keith, he said I was correct about being able to wave the ETF fee and cancel out the contract. He understood that I'd been using over 15 "kilobytes" per month? I said no, that's 15 Gigabytes per month - he sounded like that was a huge number. He went through the 'sure you can't use this card for something else?' and 'would you be interested in $10 a month off your bill?'. I said no and no... I just want it all cancelled out, without the ETF fee.
He went through and put me on hold for about 6 minutes, then came back and said it was all cancelled out and repeated at least 2x that there would be no ETF fee charged due to the TOS and plan changes. My last bill and the paperwork copies saying my service was stopped would probably show up around August 5th.
After I got off with him, Julis called back to check up on the situation, he'd not been given information about this so he apologized for not taking care of it. He then went through the Cust agent quality survey thing... then sent me up to his survey manager to do another survey. Of which I told her that I had no problem with Julis, but he should already have had the info to know what was going on with the cap and TOS issue. She reitterated this as 'you believe he should have had the information to handle this himself?' I said yes exactly, I'm sure it doesn't help your bottom line and it would have made things quicker.
So that was that. Considering I only had to go through 2 agents to actually get it done with - not bad. But it shows that Sprint is not training their bottom level agents about this cap at all. They'll also try to keep you in your contract and drop $10 off too... which means they already are putting a premium on their price plans.
Hope that helps guys and gals. |
|
tuaris
You Clicked on the Apple
join:2001-10-19
Naples, FL | Hmm... $50 for 5GB? Nope! Still too expensive. |
|
CMoore2004
Premium
join:2003-02-06
Jonesville, MI | I guess that's why you have the choice of not purchasing the service, then. Personally, I would have tried to cancel the contract and get the $10/month off, but that's just me. |
|
Loker
Premium
join:2004-07-11
Fargo, ND
clubs:
3 edits | reply to tuaris
Left is the old expiration date. Right is the new expiration date. |
First woman knew what I meant but she told me she did not have that ability and would transfer me to account services...the woman in account services said she would be more than happy to cancel my services but then I bumped in and said well lets just cancel the contract so I can leave ETF free later if the cap turns into an issue...because I really would like to stick with Sprint! She said great I can do that and I am glad you are deciding to stick with us.
I am fully amazed at how painless that was. |
|
CMoore2004
Premium
join:2003-02-06
Jonesville, MI | DId I start a trend, here?  |
|
Loker
Premium
join:2004-07-11
Fargo, ND
clubs:
| reply to tuaris
am I the only one to get out WITHOUT having a connection card? someone at howardforums acted like he did not believe you could get out of contract on a phone because of the 5GB cap...
--
"While preceding your entrance with a grenade is a good tactic inQuake, it can lead to problems if attempted at work." -- C Hacking |
|
CMoore2004
Premium
join:2003-02-06
Jonesville, MI
| Technically, unless you had the talk/message/data plans, you shouldn't have been able to get out of it with a phone. If it's just an add-on to your plan, it's not considered a material change, and the contract states you can't get out ETF free due to those changes. Since the talk/message/data includes the data right in the plan, it could then be seen as a material change. |
|
Loker
Premium
join:2004-07-11
Fargo, ND
clubs:
| said by CMoore2004  :Technically, unless you had the talk/message/data plans, you shouldn't have been able to get out of it with a phone. If it's just an add-on to your plan, it's not considered a material change, and the contract states you can't get out ETF free due to those changes. Since the talk/message/data includes the data right in the plan, it could then be seen as a material change. well since I switched to SERO 500 VOICE ONLY data is no longer included as part of my main plan...PAM was an add on...the first thing the lady said to be was so you wanna cancel your connection card service then? I wonder if either of them even checked what I had?
--
"While preceding your entrance with a grenade is a good tactic inQuake, it can lead to problems if attempted at work." -- C Hacking |
|
Hambone
Hambone
join:2007-08-11
North Hollywood, CA
| reply to tuaris
I spoke to Sprint RETENTIONS today at 1:20 Pacific time. [866 267-7139]
The rep told me that next Monday, 21 July 2008; Sprint would be posting a letter on www.sprint.com defining the new 5 GB caps policy.
I was informed that if a user exceeded the 5 GB limit three times in a year their service was to be terminated.
The termination fee would be waived for those terminated by Sprint.
There would be a 60 day notice of termination given.
Sprint would not resort to reducing speeds. In fact, the capability for reducing speeds does not exist.
This policy concerns about 1% of their users.
My interpolation of today’s conversation: it is my opinion that the new limits have been crafted to eliminate those users who are seriously over those limits, and Sprint is desperately trying not to lose the other users.
|
|
tuaris
You Clicked on the Apple
join:2001-10-19
Naples, FL
| Yeah, but whats the point of having a 2mbit connection if you can't use it? $60 a month for something you can't use for more than 20 minutes a day (on average) is not worth the cost.
I don't mind the limit, I just feel that they should price it accordingly.
--
President/CEO - Pacy World - »www.pacyworld.com |
|
Hambone
Hambone
join:2007-08-11
North Hollywood, CA
| $12/GB is expensive.
If the policy to be posted next Monday agrees with what I was told, today, one could just wait and see if they are warned for exceeding the cap. Three strikes and you are out. The $200 will not be charged if THEY terminate YOU.
Sprint is developing WIMAX, which might be preferable.
I suggest you call RETENTIONS and query them, yourself. 866 267-7139 |
|
Loker
Premium
join:2004-07-11
Fargo, ND
clubs: | reply to tuaris
Everything else that has been posted so far here and elsewhere shows that they changed the T's and C's so that if they terminate you they can still charge the ETF...I believe the T's and C's over a Sprint rep...even a retentions one... |
|
Bedlem3342
join:2008-03-14 | reply to Hambone
So adding a 5g cap concerns only 1% of their users?!
Maybe i misunderstood, but it sure as heck sounds like something they would say. |
|
Loker
Premium
join:2004-07-11
Fargo, ND
clubs:
| said by Bedlem3342 : So adding a 5g cap concerns only 1% of their users?! Maybe i misunderstood, but it sure as heck sounds like something they would say. I believe that factors in their entire 53million customers...both voice and data customers...pretty sneaky way to way to make it sound like it is not a big deal right? |
|
Hambone
Hambone
join:2007-08-11
North Hollywood, CA | reply to Bedlem3342
That's what I was told.
The letter defining the terms of the cap surfaces Monday.
It should be interesting to see how closely it parallels what their rep said. She did seem informed.
RETENTIONS can be reached at 866 267-7139 |
|
Loker
Premium
join:2004-07-11
Fargo, ND
clubs:
| said by Hambone :That's what I was told. The letter defining the terms of the cap surfaces Monday. It should be interesting to see how closely it parallels what their rep said. She did seem informed. RETENTIONS can be reached at 866 267-7139 Well we can hope... |
|
Epic
@wideopenwest.com
| reply to tuaris
I just tried to get my contract terminated (July 17th, 2008), and they pretty much told me to forget about it (in VERY broken English). Cant be done without paying the ETF. Im going to keep trying, as this might be my only way out of this shoddy service for the next three years. |
|
ozzyrulez
join:2008-04-06
Keystone Heights, FL
| reply to tuaris
I talked to them yesterday. They told me the only thing I can do is cancel my service completely or deal with it. No terminating the contract and going month by month till I find something else. They weren't exactly friendly either...
Seeing how Millenicom has the BYOD thing going on, I think I'm going to call Sprint back and tell them to sit on it and spin. |
|
tuaris
You Clicked on the Apple
join:2001-10-19
Naples, FL | When is the dead line to cancel without an ETF? |
|
