Follow-up Letter to District Manager

Here's a follow-up e-mail to Rachel Johnson, District Manager in the Minneapolis area (which includes Store 1558, 7531 France Ave).

This e-mail explains my less-than-stellar customer experience at Store 1558 and is dated Wednesday, August 26, 2009.

From: Mark D.
Sent: Wednesday, August 26, 2009 9:18 PM
To: rachel.johnson@sprint.com
Subject: FW: Sprint Device Issue

Hi Rachel,
I wanted to provide a quick update on my experience tonight based on my earlier note. I scheduled an appointment for 8:15 with the Repair center (store 1558). When I arrived at 8:06, I checked in and was told it would be a few minutes.

At 8:45, Mark called my name and told me that they weren’t going to have time to help me tonight. I shared with him the discussion I had with tech support earlier in the evening and that the agent noted my account regarding the fact that the device was defective based on their tests and resets. I also shared that this appointment was specifically scheduled. Mark thought that tech support had scheduled the appointment, and responded with, “They just schedule time at our stores without taking into account the work we have going on. The only thing I can recommend is to come back at 7 tomorrow if you want someone to look at the issue.”

At this point, I’m ready to give up. I’ve tried so hard to make this work. I’ve driven from Minneapolis to store 1558 at least half a dozen times and I’ve spoken with nearly 35 different reps and after all of that, my phone still doesn’t deliver on the service that I’ve been paying for. As an 8+ year long customer with Sprint, this just doesn’t make sense to me. The experience tonight just added insult to injury.

A review of the notes on this account will show the pain that I’ve had to go through these past 6 months; it cannot continue much longer.


Mark D.
[phone number]