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Displaying items by tag: Premier Plans

Saturday, 17 September 2011 09:07

Sprint Returning to Bad Customer Service?

Sprint-LogoWe have all heard the sad news that Sprint is ending the Premier benefits plans at the end of 2011 or October 1st; no one seems to really know and a call to Sprint will not get you any information. However, what you will get is very interesting and makes the loss of the Premier Benefits seem like less of a blow. Not too long ago I upgraded from an EVO 4G to the EVO 3D using this plan. At the time I asked if this would be available for others on my plan. I was told yes, but my wife wanted to wait to get the 3D so we did not take advantage of it at the time (we were also told we could get an extra line at 6 months in, that still has not happened). Now that the iPhone is coming to Sprint in mid-October the tone and attitude of the employees and sales reps at Sprint have changed. After reading and being told that the Premier benefits end on October 1st my Wife decided to go ahead and upgrade. When she looked online the prices of phones were astonishing. Sprint’s website showed that the account was a Silver Premier member, but the EVO 3D showed as $474! The only credit allotted to the account was $75 off the price of the phone; the RETAIL price of the phone.

We were understandably confused so we called into Sprint where we were told that the Premier benefits only apply to the first or primary number on the account. They are no offered to any other. If you want to get upgrade pricing you have to wait 22 months to get it or you are paying full unsubsidized price for the phone (with that $75 credit). However, this was not what I was told when we signed up for the account nor was it what I was told when I upgraded my phone.  It seems that Sprint has gone back to their old habits of dumping on their long term customers (the very thing that earned them the worst customer service rating in the industry for several years). We know they are prepping for an influx of new iPhone users, but are alienating existing subscribers that will want to get that phone. Even AT&T was not that stupid, but it really appears that Sprint is.

So while we can be sad that the Premier Benefits are going away, it turns out they were very limited to begin with so the loss is not all that major. What is potentially a loss for Sprint will be the loss of existing customers who will want the new iPhone, but will find themselves having to pay full price to get it. I have a feeling that unless Sprint changes their tune rapidly they will find people leaving to go to one of the other iPhone carries shortly after mid-October.

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