Sprint Update: Sam to Recieve Rebate and Credit
posted by August 29 at 15:37 PMon
Last week I accepted an assignment from Sam Goldberg, a frustrated Sprint customer. Sprint owed Sam a $30 rebate, and it had not been forthcoming. At Sam’s request I brought him lunch and then picketed Sprint’s downtown store. Sprint got in touch with Sam through the Stranger after my report was published. Today Sam sent me this email:
I spoke with another Sprint/Nextel higher-up today for about 45 minutes. After a nice and long conversation with Stan Simmons-Seybert (of Sprint Executive Services, I think), Stan immediately refunded my account $30 and tacked on a $40 credit for good measure.
He kindly (and undefensively) listened to me bring up the multiple failures in the Sprint customer service system, and agreed that this sort of thing shouldn’t have needed the extraordinary actions of a Public Intern to have been resolved.
Stan guessed that the address to which Sprint sent the rebate check did not have an apartment number, which he believed to be the source of the problem. But he also admitted that any of the 10 or so people I spoke with on the phone, in the store, and via email should have been able to check on that and credit me the $30 at any time. So he’s going to look into it.
Anyway, it was nice to hear someone apologize. You’ve earned your academic credit here.