Sprint's SMS price hike saga
By Donald Melanson 
posted Oct 9th 2006 4:49PM
posted Oct 9th 2006 4:49PM
Sprint threw its customers for a bit of a loop last week when it raised its pay-per-use text messaging rate to $.15 per message, leaving some confusion as to whether users could get out of their contract without paying an early termination fee (EFT). The confusion apparently stemmed from the wording of Sprint's contact, which states that customers can be released from their contract if Sprint makes a "material change" to the service. Trouble is, Sprint didn't exactly come out and say if raising text messaging rates constituted a material change. After a short period of of uncertainty, however, CBS 13 in Sacramento claimed that the change was, in fact, a material one, and that customers could cancel their service without paying an EFT, something that was later independently confirmed by PCSIntel.com. So, if you've been looking for a chance to bail on Sprint for another carrier, here's your chance.
Haha thats funny I would be real happy if I had sprint and was unhappy with them.
Is it EFT or ETF? Early Termination Fee suggests ETF. Hate to nitpick. Happy Monday to all!
P.S. Down with contracts! Woo hoo!
Wouldn't early termination fee be abbreviated ETF?
Here's my question: does the "material change" clause only apply to those who use texts on a pay-per-use basis? Or could it also be used by customers who have texts packages?
Well if you think about it, it would apply to anyone, since even people with a text messaging plan have to pay the new higher rate if they were to go over. The only point of contention is if you have an unlimited text plan, but generally when something like this happens, the call centers know a change was made and people can get out of the contract, so I doubt they would actually fight with you over the fact that you had unlimited messaging.
Per Sprint:
Agreement. We may change the Agreement at any time with notice. Any changes to the Agreement are effective when we publish them. If you use our Services or make any payment to us on or after the effective date of the changes, you accept the changes. If we change a material term of the Agreement and that change has a material adverse effect on you, you may terminate the Agreement without an Early Termination Fee by calling 1-888-567-5528 within 30 days after the changes go into effect. You understand and agree that taxes, Universal Service fees and other charges imposed by the government or based on government calculations may increase or decrease on a monthly basis, and that this paragraph does not apply to any increases in such taxes, Universal Service fees or other charges.
IT WORKS FOR NEXTEL TOO. They will connect you to nextel when you call. The rest of this post is from my OUTLOOK Journal entry.
Spoke with Steve. Very polite. Attempted to keep me but allowed me to leave Sprint/Nextel via the Adverse Affect clause due to the raising of the rates fror text messaging.
Stated he would note on my account to cancel without fees if I port the numbers prior to the end date of the contract change.
Maybe if the regular number I had called several times had Reps like that I wouldn’t be leaving.
“If we change a material term of the Agreement and that change has a material adverse effect on you, you may terminate the Agreement without an Early Termination Fee by calling 1-888-567-5528 within 30 days after the changes go into effect.”
I'm cancelling tonight! :)
This seems really odd. is there any background on why they would do this, ie expanded features or MMS counts the same?
most carriers would like people to use more text messages, as they take less bandwidth, can be queued to some degree, and relieve pressure off the voice backbone (no static or QOS issues).
are they trying to increase the cache of the text message by making it cost more, and making them seem less disposable?
they probably just want to make their crappy text packages seem more attractive.
Hmm... sounds like a way for me to pressure a CS representative to throw free text messaging in my sero plan.
I had to call twice, but they let it go. Just remember... call twice if you have to, and be polite.
The problem for me is that by the time this story broke, I had already paid my bill and that constituted agreeing to the change in terms. Guess I will be more hawkish about reading the fine print each time I get a bill.
i wish sprint would just go out of business. they already ruined nextel, and have the worst service around. die sprint die!!!
WOW im so lucky, I was going to pay my bill today but i forgot to do so, and This Post was sent from above, I just canceld it and it only took 2 minutes. YESS!!!
text messaging for GSM is cheaper than it is for CDMA. one of the perks for GSM
This is why you dont use CDMA carriers at all. They are sly, and cheating and unfair. Long live silly string.
This string you speak of sounds good.
-and the silly aspect is intriguing.
Would this also affect with a Nextel account?
One more question for anyone who may know: how does this work with number porting? Would a customer who cancels still be able to port their number to another carrier?
Does this make a difference if you're on a contract which also included a discounted handset? Would we still be liable for the full price of it?
Omagus:
With number porting, you let them know you want a note made on your account that you plan to port your number and want a waiver based on the fee change. They should put a note on an automatically waive the fee, if not, the note is there and you can call and have them waive it. Make sure you get the anme and Rep ID of the person you talk to when they agree to it.
What timing. I was with a friend last week when he called Sprint to resolve a problem they had introduced into his bill, and I was *shocked* by how incredibly rude the CSR was to him. She (a manager/supervisor, supposedly), said "we will no longer entertain any more requests you may have for adjustment. This matter is closed, and I'm not going to talk to you about it anymore."
I'm sure he'll be one of the first to take advantage of this out.
Ha! Don't you love it when they shoot themselves in the foot. I left sprint 3 years ago but might be going back if they offer something similar to Motorola Q w/ WIFI. My VZW contract just expired and waiting to see what others offer during holiday season.
-k
http://www.kennedyandkate.com
this sounds like bs to me. i used to sell sprint and currently have them, when you start service with them you will be charged whatever you signed up for until you terminate service. yes price per text did go up to $.15 a message for new subscribers. but if you signed your contract when it was ten cents you will still pay only ten cents. even after your contract is up your plan will not automatically adjust, you can even extend your old contract (renew it) and keep your old plan. this is deserving of more research, but sounds like inaccurate info to me. just my 2 cents... err 15..
I also used to work for Sprint, the Terms of Service are very clear on this. I just called and canceled 2 contracts, the rep did try to throw legal speak to me, claiming that this did not have an adverse effect on me; which is untrue since I have the 300 message plan so message 301 would have an adverse effect on me. Also they have to notify you of any change, but if you have online invoices like I do, you never get notified, it does not even show up in the "billing inserts" section. Make sure you have not paid your bill since Oct 1st, or they will be REALLY tough to cancel for you.
Does this apply to nextel phones too or not?
My bill was automatically paid on the seventh. Does this mean it will be impossible to cancel or just very difficult?
Will the contract terminate immediately (with refund) or at the end of the billing cycle?
Does anyone know of a website with more info?
Thanks
Audio:
If you paid on the seventh, then you've defacto accepted the new contract terms, meaning they absolutely DO NOT have to let you out of your contract. You can still try it, but you'll be hardpressed to find a rep willing to do it.
If you do, the contract SHOULD cancel immediately (it HAS to be canceled before the 18th of October to meet the 30 day cancellation requirements). And for a site with more info you can TRY sprintusers.com and howardforums.com, though most of the relevant info in in these comments.
Also, I signed up my T-mobile today. Yippee! Keen SIM carded phones that I can update as I want! :D
Dillon,
That actually is incorrect. Text messages for casual rate went up to $.15 for everyone - even if you had an account before Oct 1st. There is no where in writing on your contract that outline the cost of text messages. So once you go over your plan of how ever many messages you pay for -- you get slapped with the current casual rate regardless of when you signed your agreement. That's why they have been pushing for everyone on the old text message plans to switch over to a new one. (I work for Sprint... don't laugh... it pays the bills!) This is also the case for internet usage. if you don't have Vision - the casual rate used to be $.02/kb and it's now $.03/kb.
You guys can also use this to your advantage to help get a free phone if you don't qualify for one right now. If you call in to cancel your account knowing you have this loophole... complain about poor service in the Sprint store and say that your phone is damaged and they were really rude at the store and you know that XYZ carrier will give you a free phone and now that you can get out of your contract ...blahblahblah... We're told that customers are "worth more than the cost of a free phone" - so in almost all cases if getting you a free phone is what it takes to keep you - almost all Account Services reps will send you a free phone. Granted - they will require a new 2Yr contract but you still got your phone. Just be sure you demand that they waive the $36 phone upgrade fee.
sweet! now i can cancel the contract and get another one with a new phone HAHAHAHA!
iluvsatb
so if i call to complain about the internet rate increasing, does the material change also apply?
because i have used texting since oct. 1, but i have not used the internet.
so can i still get out of my contract?
my phone bill is due by the 14th. i do have unlimited text and vision plan but, i do have to say that my service/signal has gotten really bad. can i still get out of the contract?
It's all true. I have a 5 phone family plan. I just called Sprint to verify. There would have been no early termination charges. I negotiated for unlimited interenet access on all 5 phones until the end of my current contract..a year from now. Yippee. If you have Sprint I suggest you negotiate for something you want. I was treated very well. There were no hassles. The representative was very pleasant. All I did was ask.
I just did it,well not really cancelled but the guy on the line was very helpful they actually gave me an offer to cut my bill in half and get a free new phone, free casual text and no charge on internet usage I just gotta go to the sprint store and pick the phone I want.
yipeee
Worked like a charm....well...kinda. I had the unlimites text messaging so they said I couldn't do it cause the change wouldn'r affect me. But I dug a little deeper and saw that they also increased the internet usage fees from 2 cents to 3 cents and that did it for me. Since I didn't have a vision plan I was able to get out of it even though I have never used the internet on my phone at all! My bill was going to be paid today and luckily I read this in time and was able to cancell it yesterday!!
Be sure to call this number though (1-888-567-5528) instead of the regular Sprint customer service line cause I have found the people there are clueless! I called the otehr number and in a matter of minutes I was "free and clear" of sprint forever with no $200 fee!!
I just got off the phone with Sprint. They tried to tell me that I was not in my right to cancel since they are able to 'remedy the situation'. I told them....that is not what my contract says. She said, "Well this is what we are telling you." I informed her that what you tell me does not mean a thing compared to what a written, signed, contract does and that I needed to speak to her supervisor. She got back on the phone and informed me my account would be canceled and there would be no fee. HA.
Has anyone tried to get out of the contract, but still keep Sprint service on? I want to do that for the next few weeks, until I decide which new carrier to go with.
In other words, I want to stay with Sprint (for the next 3-4 weeks) but want out of the contract now. Has anyone done that?
Thanks.
I tried this last night and after about an hour and two different calls/departments, i was told there is nothing i could do because the legal department said they no longer have to honor this because you can be grandfathered in at the original rate, basically if you complain...see my whole post if interested at pcsintel.com...this whole thing makes me angry since the contract states exactly my arguement but still i got nothing...
I am having such a hard time trying to cancel my sprint contract without being charged the FEE!!! All these sprint reps keep telling me different things and they're are making me so mad and giving me such a hard time. The first rep I spoke to said that the waived cancellation fee only applies to sprint users who have been on a text plan for 3 months or more.. the second rep I spoke with said that it only applies to NEW customers who signed up in September/October because existing customers are not affected by this rate hike and are still being charged 10cents per text. I really don't know what else I can say to them so that they will let me out of their damn contract.
http://www.pcsintel.com/content/view/1547/9/
This site says that the rate hike has been confirmed as a MATERIAL CHANGE and sprint customers can get out of their contract ETF-Free.. as long as they haven't paid any bills after October 1... and I found out that my mom paid her bill on October 3rd.. so does that mean I'm totally screwed??? Can I use their increased internet usage fees to get me out of this mess still or no??
I REALLY HATE SPRINT!!!!!!
I called three times. The 1st & 2nd time I called customer service I got nowhere. I was argued with and BS'd until I gave up. I re-read posts like these and realised I wasnt calling the right number. As stated earlier in the posts you should call the cancelations department directly via 1-888-567-5528. I called that # the next day and out out of my contract quickly with no trouble at all within minutes.
I tried to get out as well. I went thru the 3 phone calls and got a different answer every time as well. Then I called the cancellation department line directly, got a representative who said no problem, that it was noted on my account and I had until the 31st to cancel. I proceeded to port out one of my three numbers, and then called back to cancel. They refused, saying I had been given false information and too bad so sad there was nothing they could do for me. I have written a letter to corporate, and am still awaiting a phone call from a manager that was due a week ago. They simply do not care about their customers.
so is it too late for me to get out of my contract?
Looks like. Of course, you can always call and escalate, try to get out...
A few tips on Sprint-Nextel and how to handle them.
1) Call escalation is pointless.
- In customer care, when you ask to speak to a supervisor, calls are actually handed over (either physically or via transfer) to a specially trained agent who is no more in charge than the agent with whom you were speaking before the escalation. The only difference is seniority and depth of knowledge. You will never speak with an actual supervisor in Customer Care. Such is the case in most other departments.
- Certain departments, such as Disputes or "Corporate" will not even offer the possibility of a call escalation. They will say that it is not a supervisor driven department and that you have reached the highest level of care available to you. If you are one of the few who might get their call escalated to a supervisor, it is actually another specially trained agent. One who is in no position of authority over the original agent with whom you were speaking.
2) Be nice.
- I know it is hard sometimes when the agents tend to be so ignorant and rude. Instead, try your call again. Hang the phone up, right in the agent's ear, and try your call again. Agents are paid very little, just over the proposed Federal Minimum Wage. With that in mind, nicely explain the situation to them. I can guarantee that one in three of those agents will be willing to work with you on whatever you need and some of them are willing to take it to new levels of customer care.
3) Save time - write the corporate office.
- Issues submitted to corporate in writing are handled by agents who really want to help and can. They aren't idiots and they know Sprint-Nextel like the back of their hand, but they are really there to help. You will find them very willing to waive ETFs, especially in situations where the policy is obviously unclear to everyone.
For more information, straight from the agents' mouths at times, check out http://www.nextelsucks.org.
I had a very bad experience with Sprint too. For over a year I have been receiving SPAM text messages. My phone has LED that starts flashing when those arrive, and it eats the battery fast. I have called them over and over to stop the text messaging service. Each time they claim that they have done, and then it repeats. They also refuse to send any written confirmation of the action, so I can't have any proof. In addition they started recently to charge for each message I receive. It appears that they are providing other entities with our Sprint phone number so they can send us SPAM and Sprint to charge us. Sweat!
Well today I terminated my service. I will not recommend Sprint to anyone well except my worse enemies, well I guess that will be Sprint ;-) .
Cheers,
Boian Mitov
It is definitely too late now right? Can I still make a case?
IT IS HONESTLY GOOD
So how exactly do you cancel your contract without Sprint requiring you to pay their cancellation fee?