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Almost arrested by the police simply because I asked for a business card.

This is the letter that I had sent to Sprint’s Customer Service Vice President and never received a reply from him to find out what had happened and apologize for his reps customer service.


I'm beyond disbelief of what happened today at a sprint store. I called my closes corporate Sprint store to find out how to get a line that is under my plan to my relative’s account and the gentlemen over the phone gave all the information that I need it. In fact, I rectify with him couple of times to make sure he understood what I need it to be done since I had this issue before (where you call to try to save time by gathering the right info and not be told later after you have driven and waited there for nothing) so he game the me the thumbs up. In addition I had my 10-month-old daughter and uncle with me and that was the reason that I was trying to get the info ahead as my time was short and filled with my daughters time. So I arrive at their location and no customers are there except 5 sprint associates talking among themselves and everyone looked away as I came in to the store as if no one wanted to take care of me (Never had this experience before). Nobody welcomed me or acknowledge my presence until several seconds’ later (keep in mind I’m the only one there with my 10 month old daughter and uncle). Finally a rep approaches me and says, “What can I do for you?” so I explain what I was told by one of his reps just few minutes prior from me getting to his store and that I had all the information they need it.
He pulls my information and verifies me and before he verified my uncle he assumed that he was not in my aunt’s account for him to make changes. I again told this Sprint rep that I had explain in detail to the person over the phone of what I need it and he said it could be done. So he went about bringing up that it was “The Law” and that he could not fulfill my requested due to my Aunt not being present even after I told him that my uncle was indeed an authorize signer on my aunt’s account. (While this conversation was happening his manager was there and never did he jumped into the conversation to see what he could do to help out or clarify). Therefore, after couple of minutes I knew it was not going to be possible. I ask to get his manager's supervisor information to make a complaint and he said I’m not able to give you that information. So he gave me his manager's instead, even though he was there the whole time.

Finally one other reps jumps into the conversation and says you probably called the customer service department (they were trying to justify the wrong info they provided) and I said, “this is the number that I dialed and they verify on my phone that indeed it was their store number”. So I walked out of the store and get into my vehicle and before I left the parking lot I dialed the same number again just to see where it would be routed. And guess what? To my surprise, one of their store reps answers the phone while I'm still in the parking lot looking through their see through windows and said to this other rep “see this is the same number I dialed and one of you provided that info”(I was hoping for them to realize that someone was giving wrong info to customers). So while I was speaking to him he puts the phone down and ignores my conversation (He thought that I had left the parking lot). He finally picks up the phone and I told him what I saw he did and he simple did not know what to say. He was in shocked and tried to justify his bad customer service behavior so I asked for his name and refused and hung up on me. So at this point I get frustrated that I just experience this with a company that had truly respected even with their bad signal at times but had always giving me great service for the last 6 years. Consequently, I come back inside their store and requested for his business card and he replies “I won't give you anything “ and at this point I did not see his nametag to write it down. His manager comes out from the back room and finally decides to join on what was going on. I asked if I could have his employee business card and he said, “I will not give you that” and asked me to leave his store. I could not believe this was happening so I refused to leave his store until he gave me his employee business card to file a complaint on him. He then tells me again to leave or he would call the cops to remove me out of his store and I replied, “just give me his business card or his full name to file a complaint and I will leave your premises”, he refused and called the cops. Finally the police arrives and treated me like a criminal because the manager must of said something about me not leaving his store, to the point where one police man pushed me against my car to arrest me while my daughter was in the car. Finally the police realized that I had a clean record and convey to the store manager that they could not arrest me so the manager opt for me to never set a foot at his location or else I would be arrested at that point.


Words will never explain exactly how I felt with the experienced I had today at this corporate location. Especially with my little one there with me. I had never had any customer service problems for all the time I have being with them. In fact, I loved them so much that I referred 6 of my family members to get phone lines with them despite their cell phone reception and all of which hold about 4 to 5 lines.


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