ArtyS
macrumors regular
No, I actually think yours was very well worded and about as friendly as could be expected at this point. I'm so mad after today that I want to scream. And it's not even that much about my device as it is Sprint in whole.
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Carrier iPhone 7/7+ Sprint Pre-Order Thread
- Thread starter OVOElias
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No, I actually think yours was very well worded and about as friendly as could be expected at this point. I'm so mad after today that I want to scream. And it's not even that much about my device as it is Sprint in whole.
njg0ddess
macrumors regular
What iPhone for life I have iPhone forever and according to sprint it's WAIT forever for your iPhone
jfcooley
macrumors regular
For Life was eventually turned into Forever. I can't remember the difference but I believe Lifers turn into Forever upon upgrading. I could be wrong.
urkel
macrumors 68030
I'm not sure how you feel ripped off from last years iPhone Forever deal. We actually had a ton of discounts that made the entire thing work strongly in our favor.
- No downpayment
- $7/mo Discount (until your first upgrade)
- 22-mo Lease (more months = lower monthly payments)
- Discounted Base Price ($191 Buyout is subtracted from calculated monthly payment)
- "Qualifying Phone Trade In" (Most traded in $30 prepaid Android phones for $250 credit)
- Perfectly timed in that the 2yr contract ends right in time for the 10th anniversary iPhone
For me it was $23/mo for 11 months so my entire year cost was $250 for a top tier 6S+ 128GB (retail $850). Thats less than the phone actually depreciated. And as year 1 ended then I was given 3 choices:
1) Continue Lease Agreement - That means another 11mo of payments at $23/mo
2) Buy Out the iPhone - I'd have to pay $425 (Remaining balance + $191 buyout)
3) Trade In and Upgrade - So I would trade in my phone, close the Lease Agreement and start a new one with new terms, a higher retail price, a $100 downpayment, no exaggerated trade in credit and no discounts.
If you look at the options that all iPhone Forever users were given then clearly Option 3 is the worst choice. We are forfeiting so much and for what? A more expensive lease for a minimally better phone that comes in a shiny new color that we're too afraid to use without a case covering it?
To me, Sprint offered a fantastic deal last year on a very very capable phone and it would be really smart to have stuck with it for 2 years. But apparently, I'm not that smart. 😀
(BTW. We actually are trading in two phones. Our 7+ Rose Gold showed up at launch so Sprint fulfilled just fine. It sucks that our Jet Black still isn't here but we knew the risks when we chose it.)
jfcooley
macrumors regular
RogerKmilw
macrumors regular
I've been creeping this thread since it started and you guys have been like family the last two weeks. I believe this info is as accurate as we're going to get for 256 + matte black (btw this is for ArtyS and JCooley in particular): I did the email Marci thing and got a call back from "someone on her team". After hitting my 9 main points why Sprint screwed up these last 12 days Marcus said he'd talk to upper mgmt and call me back. After not getting that call back after 3 hours last nite I sent another email to Marci but also copied Marcelo. This morning Marcus called me back and assured me he hadn't forgotten. He offered me a $220 bill credit. I said that's a start. Marcus said that's the best he can do since they have no256 gb + in matte black. I said that's not enough and he could call me back. He actually called me back 15 min later and said $440 credit - but only since I have a lot of services with them. I said I know you could overnight me a 128 but that's not why I'm doing this, I'm doing this because for what I pay a month I will not be treated like a bitch. He said YOUR PHONE WILL SHIP ON THE 23rd. I said so Mon or Tues. He said yes. I think that's as good as we can hope for.
Oh btw conf email 9/9 @ 3:20am central
[doublepost=1474500562][/doublepost]Oh sorry and the credit for $440 was applied immediately
[doublepost=1474500917][/doublepost]
jfcooley
macrumors regular
How did you get Marcus?
Good for you. Glad someone is getting somewhere. Sadly I haven't heard back from Marci. I won't though, I know this.
15-20 yrs with them. They've made me pay for a device they never sold me. We went weeks with basically 1x at home. We're promised 4g for years when they knew it wasn't coming. Not to mention all the laughs customer service has given me over the years.
I want answers. I go away soon for work and I'd like to have my new phone.
What cooks my noodle is how they have begun to treat existing customers. Given how they've slid over the years you'd think they'd treat us at least like they are remotely grateful we've stuck through the crap.
Preorder guaranteed a device. Sprint began promising times when they didn't have devices. They sat the expectations and it's aggravating that they believe we are being aggressive or impatient over this.
Could all be fixed with transparency. Admit Apple is the reason and explain exactly what they are doing about it. Be honest. Be clear.
Where are you!?
Not sure where I am, thinking about reactivating my Note 5 to use until my 7+ comes, whenever that frickin is, and maybe it will feel special!
ArtyS
macrumors regular
I really wish I could talk to that guy, because I have some things to tell him about some stuff on my mind that I'd like to get out. I am feeling quite insulted today at Sprint's treatment to me, but equally as offended of its treatment of the others on this forum. The fact that the problems are so similar should be a horrifying wake up call for Sprint, but they seem content just continuing on their path to failure.
RogerKmilw
macrumors regular
I think getting Marcus was luck of the draw but all he really did was laugh nervously and agree every time I vocalized one of my 9 main points. All we can hope for is that our collective inundation of the Marci email address, calls and chats motivates them to not F this up as badly next year. I guess I don't care since hopefully I'll be with Verizon or any other carrier next year.
ArtyS
macrumors regular
Dude, are you me? Aside from the fact that you apparently had to freaking pay for a god damn phone you won (oh my god, i would have had a field day with that one), our views on things with this company line up perfectly. I really wish you could have copied me into your email and added my signature to it, because you pretty much put out there what I would have said.
jfcooley
macrumors regular
I paid because I had no choice, fought it for 2 months. Even challenged them to provide proof I got it from them. I provided proof of where I got it. They kept saying they'd fix it but it stayed on the bill. They threatened disconnection so I caved. If I would have had a competitor to jump to I would have.
Last time heard from Marci within minutes. Not so much this time. I would love to have the CEO answer those questions.
I work retail. I know bad customer service kills, and we go out of our way to do what we can. I also know (even as a customer) sometimes honesty is the best way to go. I'm sorry only goes so far. Especially when you keep ****ing **** up after saying it.
Like I said, I appreciate the bill being paid, but I see it as partial reimbursement on an expensive screwing.
snowtrooper1966
macrumors 6502
Damn, maybe it does hurt...
I composed an email to Marci and sent it a few hours ago...The store manager called me and said his job is in jeopardy.
NOT my intention, and I specifically said in the letter I did not wish anyone to get into trouble, just wanted some resolution to my Jet Black order being changed to Matte Black.
Still no personal reply from Marci, but its clear it was read.....
UPDATE:
Did get an email reply from an underling, a Malaika Thomas @ Customer Advocacy Team asking me to call her.
We'll see where that goes. Not hopeful as she does not appear to be part of the executive team...
Last edited:
Guttrglttr
macrumors member
jfcooley
macrumors regular
He shouldn't have called you. Inappropriate to say that to any customer who complains and it's unprofessional. As a manager you have to own your mistakes, and those of your team. Rule #1 is fix the problem, not the blame. You can always do that after the customer is taken care of.
I believe sprint has put its head in the sand. We are no longer really being heard and probably considered unreasonable and impatient. They are probably reinforcing that with "Apple has caused this."
To them we are whining about getting the device. I would imagine they are failing to see there are bigger issues, this is just another straw on the camels back.
Personally I want answers. I want my device as well, but answers. I want to be treated like a customer not a billing number. I don't want to be patted on the head and placated. Accountability would be a plus.
In the end we will get deliveries. They may be late, may be on time, but we will get them. They hope that while playing with our toys we will forget all about this. Like children who forget about the agonizing wait for Christmas once the first present is opened.
Largely they will be right.
Marci not replying will fuel my fire a few more days. I am storing all of this though. It's not over when that phone is delivered.
RogerKmilw
macrumors regular
Just wanna add the only thing Sprint officially said after the preorder was how great it was. Record breaking. Not sorry loyal customers we royally ****ed up. Also they send these quirky thank you emails when they hit their milestones but not sorry we ****ed up plz don't leave us emails. Wtf Sprint
ArtyS
macrumors regular
I would use that as some extreme leverage. I once got hit by a guy in his company truck who was texting and failed to see that the light had turned red and I had stopped. While, yes, he made a massive mistake- a very, very stupid mistake- he genuinely felt bad and he was so scared about losing his job. His truck was totaled and my neck and back were not feeling the best. When I got called by his company, I told them I only had one position, and they could take this or make it harder on themselves (endless number of witnesses and the guy admitted right off the bat that he had screwed up)-
Reimburse me the amount appropriate... no more, no less... and do not fire this guy. He learned his lesson and it was an expensive lesson for his company, but firing him would not help them at all. If they fired him, I'd take them to court for far more money than I was asking. They seemed f***ing stunned. I didn't care about the money and I didn't want this guy to lose his job. So I put the company on the line and it ended up working. Now I'm not sure how legal this all was on my part, but I got the money for damages and bills (and even enough to buy some new speakers for my car. How nice of them!), and I called the guy about 9 months later, just out of the blue... they didn't fire him.
Make sure you let someone know that threatening their employees for a corporate f***up is not just stupid, it is immoral and you will not stand for it.
FDNYChris
macrumors member
3 more flights out of Anchorage to Louisville. Wonder what model of the day tomorrow will be?
jfcooley
macrumors regular
Whatever the hell we didn't order...
kujojo
macrumors newbie
Lol wow, wish I could complain constantly just to get some bill credit. I'd need some for my $600+ phone bill. I rarely ever get any deals or slack. When I first signed up with them, I was charged twice for my first bill for some unknown error. Said there was nothing they can do, didn't get my money back. Then last year, I was sent two return kits by mistake and since obviously I didn't have two phones to return, I was being charged for the second one. Took them 3 months to adjust the credit/billing. 3. Whole. Months. So basically I had 3 late monthly bills. It stressed me out because I worked so hard to perfect my credit score and I was getting really anxious about it.
phonetechatwork
macrumors member
but it has a exclusive black box lolGot our demo JB 7 in today. Wow this thing really pics up fingerprints.
I may just return my JB Plus when it comes and stick with my MB 7 instead
ArtyS
macrumors regular
That's fantastic. You are a great person, and I admire the way that you handled that.
Got my 7 plus. Well...not the one I ordered. That was still lost in preorder chaos. Never got an answer if it was due to deliver 9/23-9/30 or 10/10-10/24. But someone had posted a link to reserve a phone from Apple and sure enough they had gold and rose gold 32gb 7 pluses at my local Apple Store. So I went and picked that up and cancelled my Sprint order. Very happy owner of a 32gb gold 7 plus.