stolen phone! frustrating customer service!!

[James]

Today my phone was stolen at work. (Awesome) I don't have a land line and my wife works until 7 so I am trying to get some answers from the sprint webpage. Here is a copy of my conversation.... so frustrating.

Kate: Thank you for visiting Sprint. What questions can I answer for you today?
You: Hi, I am wondering the cost to cancel my plan
You: I have 2 lines. My phone was stolen today
Kate: I will be glad to provide you with the answer of your question regarding your plan.:letitallo
Kate: Let's move this chat and make it a window of its own. It will be out of the way and I can stay with you in case you have any questions or any concerns. Just click on the "Yes" button below and we can continue.
Kate: Thank you for moving the chat. Just to check, are you currently a Sprint customer?
You: You: Hi, I am wondering the cost to cancel my planYou: I have 2 lines. My phone was stolen today
You: My name is James Passantino
You: my stolen # is 7184199485
You: i can pay the cancellation fee and just get another phone and it will be cheaper with the new line incentives than paying full price for another sprint phone
Kate: As if you are canceling your plan so you have to pay Early termination fees for it as you are canceling it within contract period.From the second through the fifth month, the Early Termination Fee will be $200. After 6 months of service, the Early Termination Fee will decrease by $10 with each additional month of service. In the 20th month of service through the 24th month, the Early Termination Fee is only $50 if you decide to discontinue service.
Kate: Is everything going okay?
You: can you tell me how many months i am in
You: for the number i told you.
You: everything is not that ok. getting a phone stolen sucks.
You: but thanks for asking
Kate: Unfortunately, I can not commit about that but for details about canceling your contract you have to contact customer care,Please contact our Customer Care. They'll be happy to help you. Please give them a call at 1-888-211-4727. Hours of operations are: Monday - Friday: 6:00am - 12:00am EST, Saturday: 7:00am - 11:00pm EST and Sunday 9:00am - 9:00pm EST.
You: you see the irony here is that i do not have a phone
You: so i figured i could use the internet.
You: since, you know, my phone was stolen
Kate: I am really sorry to hear that your phone is stolen.
You: seeing that my phone is indeed... stolen, is there a way besides calling a number (because I have no phone) to get in chat with someone who has the authority to access my account?
Kate: I am sorry, but I do not have the required information. Please contact the Customer care department and they will help you with it.Unfortunately, I do not have complete access to your account.To get detail about your account you should contact customer care.Please contact our Customer Care.They'll be happy to help you. Please give them a call at 1-888-211-4727.
You: are you a real person
Kate: Yes I am areal person.
Kate: I am sorry for the inconvenience.
You: ok, because you keep giving me a phone number to call. That doesn't work when I don't have a phone. That is the whole reason I am talking with you to begin with
Kate: . I wish I could help you regarding this but I am an Order Support. I can only navigate through the website or give information about our products. I have very limited access to your account and I don't have rights to make a change on it. I am really sorry for the inconvenience caused to you.
You: ok is there a chat for something other than order support?
You: can you connect me to them please?
Kate: I can understand that and I agree that if I would be in your place I would feel the same. I sincerely apologize for the inconvenience caused to you. I wish I could help you regarding this but I am an Sales Support.
You: We established that, could you please transfer me to someone that is not on sales support and is on customer support?
Kate: Sure. Let me provide you with the link by which you can get connected (Chat) with a Customer Care representative.
Kate: Will that be alright?

 

[JonnyJ]

lol

 

[Chiefmcfuz]

This is why I have Verizon now and left Nextel after over 10 years.

 

[guarda]

skype?

 

[INNEED]

Hey Ed download skype I'll send u my password n u can chat from there

 

[Levito]

why cancel your plan just because it was stolen? You can suspend the account on the phone until they can get you a replacement. If you're insured with Sprint, all you have to do is file a police report, pay the deductable ($50, most likely) and they'll ship you a new phone. If it wasn't covered by insurance through sprint, it may be covered on your home owners insurance, even though it wasn't stolen from home.

 

[noobzy]

"Are you a real person?"

Priceless... but yeah, I'd recommend suspension of the line while you figure out how to dump your account with Sprint and switch to Verizon.

Sorry to hear about the theft. That just sucks.

Oh, and if you have a headset, check out gmail - you can use gmail chat to call any phone in NA for free.

 

[Arati]

I got my phone stolen out of my jeep saturday night. it definetly sucks. just suspent the line and when you get another phone you can reactivate., thats free.

haha sales support lol, i am reading from a paper , willl that be alright.

theft sucks...

 

[James]

good news. my wife gets a call from my coworker saying the phone turned up after school during a party. I dont know what happened but i am relieved. I dont have homeowners nor insurance for the phone so I would have had to pay 450 for the evo if I stayed with sprint. I am just happy the phone turned up. I am picking it up tomorrow morning from my coworkers house.