An open email to Sprint:

I just sent to this to Sprint. I had been attempting to upgrade, and it didn’t end well:

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My account number is: xxxxxxxxx. This is in regards to my phone number: (253) xxx-xxxx. I recently paid off the phone, and decided it's time to upgrade to the HTC 10.

Lately, Ive been unable to login throught the Sprint Zone app. I always get an invalid password error. And God help me if I try to login online. If I try to logon through Firefox, it just keeps bouncing back to the logon page. If I logon through Google Chrome, I can get the validation text sent to me, but when I enter it, the page just displays a bunch javascript, and I don't logon.
But Friday I was able to finally log on, and I attempted three times to order the phone upgrade. Two times, when I went to pay for it, it was displayed that my newer debit card would be charged, but it came back with a 'declined', and then I get a text that the charge was made to my other card (an entirely different card number)! You were telling me you were charging one card but actually attempting to charge the other!

But I finally got that straightened out and I placed my online order (#ow-srso-xxxxxxxxx) to be picked up in Puyallup at 4227 S Meridian Ste B Meridian Plaza Shopping Center, Puyallup WA 98373. I got there early, and I was not impressed. One employee at the counter who was more interested in having a personal conversation with the two women (family members?) than he was about helping the three other people in the store, one of whom had an appointment, and the other two I overheard talking about buying three phones. At this time any sales droid capable of rubbing two neurons together would realize that that's the time to start doing your job. Not this person. I finally get up to the person, told him that I had an appointment to pick up my upgrade (I was early, but he wasn't helping anybody else either...). He then told me that he was shorthanded, and it was take at least 20 minutes. One of the ladies he was talking with when I came up then chimed in saying it would take more than 20 and snickered. That's when I walked out. Without my phone. He called after me, but if he isn't going to do his job to begin with, then he's not going to do it at all.

So I then called customer service. I jumped through all the hoops. Only to get an agent whose accent was sufficiently thick enough that I knew that I had reached an offshore call center. I hung up.

So, what needs to happen is:
1. Order #ow-srso-xxxxxxxxx needs to be cancelled forthright. And I need the $61.00 I paid Friday to start it refunded.
2. Your website needs to fixed so that I can login without repeated attempts.
3. Whoever was working at the Puyallup store at 11:15 this morning (4-2-2017) needs to be fired, and you need to publicly acknowledge this. Ignoring customers is never acceptable.

Then, I need an explanation as why this was all allowed to happen. Why am I being treated like garbage at every turn? Why is it so impossible to logon? Why is it so difficult to order an upgrade? And more importantly WHY DID I HAVE TO LEAVE THE SPRINT STORE WITHOUT MY ORDERED UPGRADE? But failing that, just tell me what obligations (ie contract, leases) I have left on my account and what I need to do to fulfill them and move to another carrier. Unlike you, I follow through on my promises.

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I’ve already gotten an acknowledgement back from the VP of customer service, but if it take that kind of escalation to get a human operator who know his/her shit then the battle has already been lost…