Here’s a brief play by play of my phone conversation with a Sprint Customer Service Rep (CSR). The skinny is that they shipped my phone to Fort Worth instead of Austin.
CSR: Thanks for calling… how may I help you?
Me: You shipped the phone to my mom, can you send it to me or give me credit to offset the extra shipping charges?
CSR: My computer shows that we haven’t even shipped it yet.
Me: I have a tracking number from UPS. The UPS website says it was delivered yesterday. Plus my mom has the package.
CSR: Let me verify with shipping. Hold please.
CSR: My computer and shipping both say that we haven’t even shipped the phone yet.
Me: I have a UPS tracking number, which you provided me off your website. The tracking number says it was delivered yesterday. My mom has the phone.
CSR: Are you telling me that the information you got some some website is more accurate and reliable than my computer?
Me: I’m telling you that my mom has my phone in her hands.
CSR: So what can I do for you?
Me: I want the phone shipped to me or credit in my account to offset the extra shipping cost.
CSR: I cannot schedule another shipping. I can make a note that you want credit.
Me: Why can’t you give me credit?
CSR: We don’t know the shipping amount. After you have the phone shipped, call back and we’ll credit you for that amount.
Me: What guarantee do I have you will follow through with this?
CSR: I’ll put a note on your account. It will read, “Customer wants credit for shipping cost.”
Me: What’s your name and number so I can speak to you again when I call back.
CSR: My name is Carri. I don’t have a number (lie).
After 30 minutes on the phone with Carri, I decided to try again. Called again, different rep, 2 minutes later I was credited with $25.