R. decided to be scrupulously honest. He had a 15% discount on his Sprint bill because of his employer. When he switched jobs and moved to a different state, he kept his Sprint plan but dutifully reported that he wasn’t eligible for the discount anymore. Unfortunately, he reported this to a Sprint kiosk worker, who failed to actually remove the discount. Moral of the story: no matter who helps you, make sure the changes went through.
I’ve been a long-time customer of Sprint, because over the ten-ish years I’ve had cell coverage, they’ve actually done right by me in terms of consistent and fair treatment. Plus, having a data “cap” that I have yet to find (not for lack of trying) is a shiny thing. Even though I moved from Texas to New England, I saw no reason to switch to Verizon or AT&T and deal with either of their customer disservice departments. However, I did decide to use my phone upgrade and while I was at the Sprint franchise, I needed to update my account information.
I had been receiving, due to a previous job’s agreement with Sprint, a 15% employer discount on my monthly bill. Well, as I figured that I’d be blatantly ineligible what with the new address, I did the honest thing and asked when upgrading the phone if the franchise’s employee would take the discount off. She said she did, and I took her word and thought nothing more of it.
Fast-forward about a month, and I get a voice mail (and a text, and an email, all on the same day) from Sprint Corporate about “proving my eligibility for the discount.” This being the discount I thought had been removed. So I pulled up my account on the computer while waiting on hold with the customer service number. (A habit I recommend for dealing with any CSR situation.) Turns out, the discount had never been removed. A short and easy conversation later, we were able to get the discount removed and the account balance set correctly.
Moral of this story: any time someone says “oh, I’ve fixed that on your account”? Check their work.
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