Wherein Doing the Right Thing Makes Geoff go Huh?
I own a MotoRazr V3M, using Sprint as my provider. I bought the phone last February, when my previous phone decided it didn't so much want to keep a charge...ever. Over the past month, the battery life has slowly reduced to the point where it's chirping at me before the work day is over - dead from just sitting on my desk. This wasn't so much a huge issue - I can schlep the charger from home to work and back again.
But about a week ago, it started showing no service in places where I usually had strong signal - my bedroom, my desk, etc. Yesterday, I couldn't make a single phone call that didn't drop within twelve seconds. I wasn't even able to pow-wow with Glenn about dinner, so I stopped by the Sprint store on my way home.
After waiting about ten minutes to see a rep (it's the busiest store in town, at 6pm on a Monday - I expected a longer wait, honestly), I got up and explained the issues.
"Hrmm," she said. "Well, it looks like you're not eligible for an upgrade...and you don't have insurance on the phone."
"Nope," quoth I.
"Well, we'll have the techs look at it - there's no charge for that - but you'll pay to fix it; they'll let you know how much that will be."
"Okay."
Twenty minutes go by, which I fill by playing with the Instinct - the closest I'll come to an iPhone without losing my 25% plan discount - and she comes out.
"I'm so sorry that took so long."
"Huh?"
"Well, they're replacing it - no charge, which seems odd - but that's what they're telling me."
"Really?"
"Really. Now, it won't be red - it'll be the sand color - but it should be here by the end of the week. We'll call you when it comes in."
"Umm...okay." And, knowing from my ongoing TV debacle not to look good service in the mouth, I skedaddle. I had expected to go in there and have a fight on my hands to get a discount on a new phone - Sprint is not known for being kind to its customers with phone issues - but, instead, I got them to replace my phone in a way that won't reset my contract. Without even asking. They just did it.
I've been working in customer service-related fields my entire adult life, and never have I ever had an experience that worked out the way it was supposed to, from start to finish.
Even if you realize I don't work for GE anymore, Sprint - you've got a customer for as long as you're around in me.
But about a week ago, it started showing no service in places where I usually had strong signal - my bedroom, my desk, etc. Yesterday, I couldn't make a single phone call that didn't drop within twelve seconds. I wasn't even able to pow-wow with Glenn about dinner, so I stopped by the Sprint store on my way home.
After waiting about ten minutes to see a rep (it's the busiest store in town, at 6pm on a Monday - I expected a longer wait, honestly), I got up and explained the issues.
"Hrmm," she said. "Well, it looks like you're not eligible for an upgrade...and you don't have insurance on the phone."
"Nope," quoth I.
"Well, we'll have the techs look at it - there's no charge for that - but you'll pay to fix it; they'll let you know how much that will be."
"Okay."
Twenty minutes go by, which I fill by playing with the Instinct - the closest I'll come to an iPhone without losing my 25% plan discount - and she comes out.
"I'm so sorry that took so long."
"Huh?"
"Well, they're replacing it - no charge, which seems odd - but that's what they're telling me."
"Really?"
"Really. Now, it won't be red - it'll be the sand color - but it should be here by the end of the week. We'll call you when it comes in."
"Umm...okay." And, knowing from my ongoing TV debacle not to look good service in the mouth, I skedaddle. I had expected to go in there and have a fight on my hands to get a discount on a new phone - Sprint is not known for being kind to its customers with phone issues - but, instead, I got them to replace my phone in a way that won't reset my contract. Without even asking. They just did it.
I've been working in customer service-related fields my entire adult life, and never have I ever had an experience that worked out the way it was supposed to, from start to finish.
Even if you realize I don't work for GE anymore, Sprint - you've got a customer for as long as you're around in me.