Sprint Didnt Give Me a Tracking Number
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Sprint claims I never returned phones
Howdy. My apologies in advance for the length of this post.
I owed an HTC Mogul with an unlimited voice / text / data plan that ended up breaking; I got this replaced under warranty, and mailed it back in the USPS envelope that Sprint provided.
They replaced it with an HTC Touch Pro that arrived with water damage, so it was likewise shipped back in the provided USPS envelope.
Fast forward two months. I see a mysterious $400 charge showing up on my bill; Sprint claims they never received either phone. I had the case transferred to Executive Relations, where a thoroughly unhelpful woman informed me that if they can't locate the phones in their warehouse, I'll be forced to pay that fee. She said she would inquire further and call me back the next day.
Three months later (today) I got tired of waiting and called back. She informed me that they had been unable to locate the phone, and were trying one more warehouse; if it didn't have it, I'd have no choice but to eat the $400.
My question is this: what recourse do I have left? It annoys me intensely that they chose to provide a non-traceable return method, and that I'm being billed for their failure to ensure delivery. At this point I'm prepared to pay the fee along with the ETF and jump to another carrier after the bad taste this transaction has left in my mouth.
Any words of wisdom for me? I don't really want this to be the end of my Sprint experience, but I don't see that I have much other choice.
- Every return envelope I have ever been sent from Sprint is a UPS 2nd day air envelope with tracking.
Originally Posted by Sorthum Howdy. My apologies in advance for the length of this post.
I owed an HTC Mogul with an unlimited voice / text / data plan that ended up breaking; I got this replaced under warranty, and mailed it back in the USPS envelope that Sprint provided.
They replaced it with an HTC Touch Pro that arrived with water damage, so it was likewise shipped back in the provided USPS envelope.
Fast forward two months. I see a mysterious $400 charge showing up on my bill; Sprint claims they never received either phone. I had the case transferred to Executive Relations, where a thoroughly unhelpful woman informed me that if they can't locate the phones in their warehouse, I'll be forced to pay that fee. She said she would inquire further and call me back the next day.
Three months later (today) I got tired of waiting and called back. She informed me that they had been unable to locate the phone, and were trying one more warehouse; if it didn't have it, I'd have no choice but to eat the $400.
My question is this: what recourse do I have left? It annoys me intensely that they chose to provide a non-traceable return method, and that I'm being billed for their failure to ensure delivery. At this point I'm prepared to pay the fee along with the ETF and jump to another carrier after the bad taste this transaction has left in my mouth.
Any words of wisdom for me? I don't really want this to be the end of my Sprint experience, but I don't see that I have much other choice.
I have heard of others mailing their phones back (in error) using the USPS postage-paid plastic envelope included in the box the phone comes in. That actually sends phones to the recycle center and not back to Sprint. You didn't happen to do this by mistake, did you?
If they mailed you an envelope, it should have some sort of tracking number associated with it.
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That would explain a lot. The recycling center is the place the rep called today. The USPS mailer was the only envelope included though, and the rep did confirm the return envelope was USPS, though...
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With Advance Exchange, Sprint does send a USPS pre-paid envelope to send the defective phone back in. It does however have a USPS tracking number.
-Sterling
- Right-- the problem is, I don't really have a good explanation. I dropped both envelopes in the outgoing blue mail bin at my office; the rest was out of my hands. In the event that Exec Relations comes back with "sucks to be you, pay up" do I have any recourse past taking my business elsewhere? Originally Posted by SterlingJ85
With Advance Exchange, Sprint does send a USPS pre-paid envelope to send the defective phone back in. It does however have a USPS tracking number.
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Since you're already at Executive Relations, I really don't think you have much recourse within the company left. Now you could always try to open a complaint with your State Attorney General office or Utility Commission. However, to have any validity to your claim, you would probably need a tracking number from the delivery courier as proof.
- Oh, ok. Thanks for clearing that up. Originally Posted by SterlingJ85
With Advance Exchange, Sprint does send a USPS pre-paid envelope to send the defective phone back in. It does however have a USPS tracking number.
- Or at the very least a tracking number that proves the phone was picked up and at least "in the system" as being on its way back to Sprint. Originally Posted by SterlingJ85
Since you're already at Executive Relations, I really don't think you have much recourse within the company left. Now you could always try to open a complaint with your State Attorney General office or Utility Commission. However, to have any validity to your claim, you would probably need a tracking number from the delivery courier as proof.
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Having a tracking number does not prove what was in the package. Sprint will sometimes claim that the package did not contain the phone that you say it contained, or that the battery or other accessories were missing.
Having experienced this several times, on the advice of my attorney any time I return a phone to Sprint I have an employee at the UPS Store witness me packing the phone and sign a statement including the model, serial number, tracking number, phone number, and a list of the battery and other accessories included, and have the statement notarized by a Notary Public at the UPS Store. The Notary immediately takes possession of the package and ships it. The notarized statement is solid evidence if the package is lost or its content disputed.
More than once those $10 Notary fees have saved me the price of a phone.
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I always take pictures of the phone and the envelope together.
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I'd like to say this'll help me next time, but it'll do so only on another carrier, it looks like...
Obnoxious that I have to play these games with a company I'm paying a sizable amount of money to every month...
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That's kinda sad you would have to go to such extremes. I guess I have been lucky. I have only had 2 times when something I sent back wasn't credited, and both times when I supplied the tracking number, the credit for the device eventually posted.
- At one point Sprint claimed that I owed them over $4000 for Palm Treos that I had returned and that Sprint had no record of receiving. Originally Posted by AnthroMatt
That's kinda sad you would have to go to such extremes. . .
- How'd you sort that out? Originally Posted by Life-Is-Good
At one point Sprint claimed that I owed them over $4000 for Palm Treos that I had returned and that Sprint had no record of receiving.
- It took months and dozens of calls. I was lucky to find a Retentions Rep and her Supervisor who had both previously worked in the warehouse in Kentucky. They found ways to fix the problems. Originally Posted by Sorthum
How'd you sort that out?
Sprint Didnt Give Me a Tracking Number
Source: https://www.howardforums.com/showthread.php/1552474-Sprint-claims-I-never-returned-phones
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