Bad, really bad customer service at Sprint in Kennewick. I purchased a Palm Pre 30 days ago at 10:30am on June 6th. Within a week I concluded the phone was bad and today I was refused a return by Kennewick Sprint’s manager! My story…
I thought I would give the phone a fair shot under Sprint of Kennewick’s “30-day customer satisfaction guarantee” and made a note to myself to call Kennewick Sprint on Friday, July 3rd, three days before my 30-day trial would expire. I made several calls to the store on Friday the 3rd with no answer (see attached screenshot of phone record) and concluded the store was closed for the July 4th holiday. We were headed out of town for the July 4th holiday on Friday evening and thought I would simply do the return today (Monday, July 6th) at 9:00am. Wrong! The manager refused to except my return! She stated I was past the “30 days!”
At 9:00am this morning I explained to the manager I still had 1.5 hours to go on the guarantee, and also explained to her I tried calling several times on Friday the 3rd! She dug her heels in. While in the store, the manager had me call “Sprint Retention.” Over the phone, the operator told me the return is the store’s decision. I confronted the manager again, and the manager refused my return, again.
When I returned home, I reread the “Sprint 30-Day Risk-Free Guarantee,” and the guarantee states I have “30 days” to return my phone. June 6th at 10:30am to July 6th at 9:00am is 29 days, 22.5 hours. Did someone add an extra day to June? Did I miss that?
Customer Service At It’s Worse
What an incredibly stupid decision and poor customer service. I’m left with a phone I do not want, and Sprint of Kennewick has a black eye as I’m sure when someone searches Google for ‘kennewick sprint’ this blog entry will show up. I wonder how many sales Sprint will lose as a result of their decision to save a few bucks at the expense of an unhappy customer (I guess 6 years and a family plan of 4 phones doesn’t amount to much these days).
Friends Do Not Let Friends Buy A Palm Pre!
Regarding the Palm Pre. Do not buy it! Come to find out, the phone is still in the beta testing stage. Glitches continue to surface in the Palm Pre software. Plus, the phone is very cheaply built. If you buy this phone, insurance is a must as the phone will not last. 30 days into ownership, the slide is already not sliding properly. Last but not least, for those of us who opted for a Palm Pre to sync with our Palm software, forget it. After a one time synchronization, there is no syncing to the Palm desktop software. What is even worse, there is no way to enter contact info into the phone except hunt and pecking the 1inch x 2inch keyboard. Yikes!
If you are a Sprint customer and bound by the contract, you are stuck but beware and watch your backside. If you are not a Sprint customer and straddling the fence on what provider to use, do not use Sprint of Kennewick Washington. Lastly, unless you are happy with a phone in the beta stage, only need the phone for texting, and are happy with the 20ish apps (compare to iPhone’s several thousand apps), then my advice is not purchase the Palm Pre.
Sadly, even if I was out of warranty (and I am not), Kennewick Sprint could have gone the high road and chose to honor the wishes of a paying customer. Personally, we’ve had several service businesses over the past 20+ years,- we’ve always put the customer’s needs over the dictates of a contract whenever possible. In this case, in my opinion Kennewick Sprint was (and is) under obligation to honor their guarantee.