Check out this exchange with Sprint Customer Care after my local Sprint Store lied to me about upgrading my firmware:
From:
meast@tourtek.com
To:
ecare@cc.sprintpcs.com
Subject: ID # 20050129074943
Body:
Question:I walked into the one and only Sprint Service Center in San Diego tonight to have my Samsung SPH-i500 firmware upgraded to the latest (XG23) version. After waiting a half-hour, I was told they didn't have the firmware (which has been out for months now!) and that I could download it on "either the Sprint site or the Samsung site). I have now confirmed with multiple parties that the firmware is not available for download anywhere and that, even if it was, I wouldn't have the proper cable to do the upgrade. So, to sum up: (A) Your service center is not properly equipped to handle even the simplest request and (B) your staff has apparently been trained to lie to the customer even when they know it can't be the truth.
Now then, HOW DO I UPGRADE MY PHONE???
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From: Sprint Customer Solutions [mailto:ecare@cc.sprintpcs.com]
Sent: Sunday, January 30, 2005 11:38 AM
To: Mark East
Subject: RE: ID # : 20050129074943 (KMM9841452I123L0KM)
Dear Mark,
I am sorry to know that you are unhappy with our service.
I understand how frustrating and upsetting this experience must have been for you. We pride ourselves in being focused on customers like you who make our company successful. I apologize that your experience with us has not been consistent with that philosophy.
I hope that you will consider this error as just an aberration and give us another chance to serve you better.
Please know that the software of the phone is only upgraded at the Sprint Store or through the Web site. Currently, the software of the Samsung SPH-i500 phone is not available in the market. You will be able to upgrade the software by visiting the Sprint Store, once the software reaches the market.
I will request you to keep patience till that time and cooperate with us.
Your understanding and cooperation in this regard will be appreciated.
Andrew
Sprint Business eCare
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From:
meast@tourtek.com
To:
ecare@cc.sprintpcs.com
Subject: ID # 20050129074943
Body:
Allow me to direct you to the following message board:
http://www.pdaphonehome.com/forums/s...43a9484106b3f7
f907161e&threadid=34031&perpage=20&pagenumber=1
These are all SprintPCS customers with the SPH-i500, many of whom have been able to walk into their local Sprint service center and have their phones upgraded to v.XG23. Why is my local service center (the only one, let me remind you, in a city of over 7 million people) unable to do the same?!
Mark
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From: Sprint Customer Solutions [mailto:ecare@cc.sprintpcs.com]
Sent: Sunday, January 30, 2005 3:06 PM
To: Mark East
Subject: RE: ID # : 20050129074943 (KMM9844138I123L0KM)
Dear Mark,
Thank you for giving me another chance to answer your question.
I understand that the Sprint Store at which you visited to upgrade the software of the phone does not have the software version of the phone which you are having on the account.
I am providing you the address and the phone numbers of the other stores that are in your area. You can check the software of the phone at these stores.
Sprint Store
7501 La Jolla Blvd.
La Jolla, CA 92037
(85
456-5388
Sprint Store
3550 Rosecrans Street; Ste. C
San Diego, CA 92110
(619) 223-3000
Sprint Store
7710 Hazard Center Drive, Suite A
San Diego, CA 92108
(619) 692-3586
Hope this resolves your problem.
I will appreciate your understanding and cooperation in this regard.
Andrew
Sprint Business eCare
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From:
meast@tourtek.com
To:
ecare@cc.sprintpcs.com
Subject: ID # 20050129074943
Body:
As usual, this does me no good as none of those stores offer service, only sales. I would appreciate it if you could offer me a viable solution.
Thanks.
Mark
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From: Sprint Customer Solutions [mailto:ecare@cc.sprintpcs.com]
Sent: Sunday, January 30, 2005 3:23 PM
To: Mark East
Subject: RE: ID # : 20050129074943 (KMM9844450I123L0KM)
Dear Mark,
I will be glad to answer your question.
Please know that the address of the stores which I have provided to you in the previous email deals with Sales, Bill Payment, Account and Billing Questions, Sprint PCS Device Service.
I will again request you to please check at these stores for the software of the phone. There is no other option.
Thank you for contacting us, and we look forward to serving you in the future.
Andrew
Sprint Business eCare
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From:
meast@tourtek.com
To:
ecare@cc.sprintpcs.com
Subject: ID # 20050129074943
Body:
Why don't you try calling those stores and checking to see just how up-to-date that list of yours is?
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From: Sprint Customer Solutions [mailto:ecare@cc.sprintpcs.com]
Sent: Sunday, January 30, 2005 3:23 PM
To: Mark East
Subject: RE: ID # : 20050129074943 (KMM9844450I123L0KM)
Dear Mark,
Thank you for giving me another chance to answer your question.
Please know that this is an Internet based group and we do not have the authorization to make calls outside from here.
Your understanding and cooperation in this regard will be appreciated.
Andrew
Sprint Business eCare