My husband and myself, agreed to sign up with Sprint for another two (2) years with the condition that we would receive three (3) new phones for each of the renewed phone lines. When speaking with the Sprint representative we told him to only list the Sprint phones that were up for FREE. Among those he listed were the TOUCH BY HTC and Centrino. While on the phone with him, I was doing a review search on the internet and the TOUCH had a better review, so we decided to go for the TOUCH by HTC. The gentleman was very nice and was able to cut our phone bill in half and we were very pleased. But, I did tell my husband to record the call (if they do it to us for their protection, we need to do it for our protection - but he kept insisting everything was fine - and I kept telling him that unless we have something in writing we are not). The next thing you know, the gentleman tells us that he needs to transfer us to a different department because he cannot order the phones on his end. So, here we go. We get transferred - I now leave to take care of our two young children (age 3 1/2 and 2) and by the time I return I am told that he was informed that we were not told we would get the phones for free and there is no way for them to know who we spoke to but for our inconvience, she would be willing to give us she would give us $50.00 per phone along with the credit for resigning for the contract but would have to come up with an additional $50.00 for each phone. By this time his was off the phone because I would have stepped in and stopped everything and made them honor the deal that was set forth. Now the phones arrive and they are turned on, the next day, my husband goes to use the phone and it does not work, he calls Sprint and gets a very rude woman who tells him that no such agreement was made and that he needs to make an immediate payment of $200.00 and even with that there was no gurantee the phones would be turned back on. He was so angry at this point he just hangs up, he calls me and is so emotional, he can barely speak, and just blurts out words Sprint, hung up, so angry, can't talk. I kinda get the gist but figure it is better just to let the matter calm down rather than ask questions and further inflate the situation.
When he comes home, he explains what happens. Now, I step in I call Sprint and get a supervisor Cody who tells me, that it is very much so written on the screen that there was a credit that was to have been applied of $150.00 and I explain the situation with the price of the phones and I tell Cody that by the time I get off the phone with him, there is no guarante that the price of the phones will not change yet again. Cody assures me that he will remain on the line with me until the problem has been resolved (this is a lie). I am put on with what must be the moron of the century John who does not understand what my problem is since I got my $150.00 credit. My husband and I try to explain calmly - we ask John to please explain the price of the phone and we record the call. John states his name that is a representative of Sprint and that no money is owed for the phones. Now please remember two things Cody has said that he will remain on the line till the phone situation is finished and at the begining of every call into a Sprint center it starts with "YOUR CALL MAY BE MONITERED (ANOTHER WORD FOR RECORDED). Now, John has been no help and I want to transferred bank and all Cody says is wait till that reprsentative hangs up, so I wait and John gets annoyed and tells me that no such thing can occur. Now, I am pissed at having been lied to again. I tell John to give me his supervisor which he hems and haws until he finally gives me Ebony. During the conversation where I repeat the whole situation again, . At that point, I had had it. I tell Ebony I have John recorded stating that John has just been recorded stating that we owe nothing for the phones, she tells me I cannot record them, I tell her I most certainly can, if you can record me I most definitely can record you and your telling me you will not honor what your agent just said and then she informs me that my husband agreed to pay $199.00 for each phone. I said enough, enough of these lies, enough of these games thats it. I want to cancel my contract. She says she needs to transfer me to another department and then hangs up on me. I call back and get a wonderful lady named Elca, who bends over backward but I can't believe anything that is said anymore. Elca does not understand any of it since it was clearly written in the notes that we were supposed to get the phones for free. Elca says she going to send the problem to escalation but surprise no return call.
I decide to call the corporate offices and after much run around I speak to a woman named Jennifer who informs me that several heads will undoubtably role but in the end Sprint will not honor anything and will do nothing to keep us as a customer.
My question is was any of this legal since the only people who will loose their jobs will be the nice gentleman who made a mistake and Elca because she admitted that it was in the system to begin with that we were supposed to get the phones for free. As opposed to John and Ebony for the things that I wrote and other things they did that I did not repeat.
Does anyone have any legal advise on how to handle to big guy?
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