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Sprint Wrong Shipping Address!!!!

poemteegra said:
Welcome to my world. I've been dealing with this since pre-ordering last week.

Basically, they will not ship to anything other than the billing address of the Sprint account (not even the billing address of the CC). My first call was to Sprint ~6 hours after my pre-order. Spent one hour on hold, they informed me that there is no possible way for them to change the address, at all. Period. She was very clear about it too. However, she did say that the alternative that they've been advising people to do was wait until UPS had a tracking number. At that point, they (Sprint) could direct them to hold it at a local UPS facility, where you could show them your ID and pick-up the phone. They said that I could call UPS directly, once I received the tracking number to avoid calling Sprint again.

Disappointed, I sent Sprint an e-mail on Friday giving them my two cents about how ludicrous their policy was. And how anyone that pre-ordered from AT&T and Apple can easily ship to a different address or even change their shipping address.

I believe on Monday my order received a tracking number. I called UPS, after about 2 minutes on hold, they said they could not change the shipping address or divert the shipment to a UPS facility. That request could only come from Sprint. Reason being, Sprint and UPS have an agreement that only the sender (Sprint) can change the address. The UPS rep also stated that it should be well within Sprint's ability to change the address easily, since they have not even picked up the package yet. They even offered to do a 3-way call with Sprint. (How's that for customer service?)

Called Sprint back directly after that call. After about 45 minutes on hold, they said that since the package now has a tracking number (and hence a shipping label), they could do nothing for me. Which is about the complete opposite of what the Sprint rep said to me on my first call. Argued with them for about another 20 minutes about them telling me directly contradicting directions. Eventually got to the supervisor and got disconnected. I figured I was just SOL, and resigned to have a family member (at my old address) send the phone to me after signing for it.

Come yesterday, I get a reply to the e-mail I sent on Friday. It says they could change the address, but there is no guarantee that it will be changed in time. Of course, I change the address hoping that it will go through in time. Most helpful & quick interaction with Sprint yet.

Come today, I see my package has gone from "Your phone is sitting in a warehouse, etc etc" to "Your order will need to be processed manually, we will contact you if there are any problems". I call them again today, to see what that means. They say that there is no problem, and it was just processed manually because of a glitch in their system that created duplicate orders. I ask about my address. They said that there is no way for them to see what address it's going to, and if somebody did change it - it would take up to 72 hours.

Current status on the UPS website says they still have not picked up the order, and it's going to my old address. I'm still hoping it will go to my new one, but at this point it's anybodies guess.

Fin.
Click to expand...

TL;DR : Sprint has a special agreement with UPS, only Sprint can change the address or divert the shipment to a UPS facility. Sprint has the worst customer service, and some reps will tell you they can't change the address while others will change it for you.
 
$ makes more ¢

poemteegra said:
Welcome to my world. I've been dealing with this since pre-ordering last week.

Basically, they will not ship to anything other than the billing address of the Sprint account (not even the billing address of the CC). My first call was to Sprint ~6 hours after my pre-order. Spent one hour on hold, they informed me that there is no possible way for them to change the address, at all. Period. She was very clear about it too. However, she did say that the alternative that they've been advising people to do was wait until UPS had a tracking number. At that point, they (Sprint) could direct them to hold it at a local UPS facility, where you could show them your ID and pick-up the phone. They said that I could call UPS directly, once I received the tracking number to avoid calling Sprint again.

Disappointed, I sent Sprint an e-mail on Friday giving them my two cents about how ludicrous their policy was. And how anyone that pre-ordered from AT&T and Apple can easily ship to a different address or even change their shipping address.

I believe on Monday my order received a tracking number. I called UPS, after about 2 minutes on hold, they said they could not change the shipping address or divert the shipment to a UPS facility. That request could only come from Sprint. Reason being, Sprint and UPS have an agreement that only the sender (Sprint) can change the address. The UPS rep also stated that it should be well within Sprint's ability to change the address easily, since they have not even picked up the package yet. They even offered to do a 3-way call with Sprint. (How's that for customer service?)

Called Sprint back directly after that call. After about 45 minutes on hold, they said that since the package now has a tracking number (and hence a shipping label), they could do nothing for me. Which is about the complete opposite of what the Sprint rep said to me on my first call. Argued with them for about another 20 minutes about them telling me directly contradicting directions. Eventually got to the supervisor and got disconnected. I figured I was just SOL, and resigned to have a family member (at my old address) send the phone to me after signing for it.

Come yesterday, I get a reply to the e-mail I sent on Friday. It says they could change the address, but there is no guarantee that it will be changed in time. Of course, I change the address hoping that it will go through in time. Most helpful & quick interaction with Sprint yet.

Come today, I see my package has gone from "Your phone is sitting in a warehouse, etc etc" to "Your order will need to be processed manually, we will contact you if there are any problems". I call them again today, to see what that means. They say that there is no problem, and it was just processed manually because of a glitch in their system that created duplicate orders. I ask about my address. They said that there is no way for them to see what address it's going to, and if somebody did change it - it would take up to 72 hours.

Current status on the UPS website says they still have not picked up the order, and it's going to my old address. I'm still hoping it will go to my new one, but at this point it's anybodies guess.

Fin.
Click to expand...


OK! I did most of what you did... But went one step further. I called ups, they said there is a chance that I can get the phone at Will Call from the UPS distribution center (30 miles away). I called sprint back, complained that my time is worth money too (boom, $25 credit). I called back right after I found out that the distribution center was 30 miles away... Complained about gas costs.... (Boom, $20 credit).

All this still does not change the fact that sprint isn't correcting their growing pains.

I'm curious to find out if this issue we are all are having is revolved around the Allowance Program. If it is... Seems like a law suit.
 
Update : UPS website still says the phone is going to the old address. Called UPS, and they said no request to change the address has gone through. And if they don't receive it by 7 PM tonight, it's going to the old address.

Now it seems more likely that Sprint never really made any changes to the shipping address for my order.
 
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