Letter to the District Manager

The following is an e-mail sent to Rachel Johnson, District Manager in the Minneapolis area (which includes Store 1558, 7531 France Ave).

The e-mail below is dated Wednesday, August 26, 2009.

From: Mark D.
Sent: Wednesday, August 26, 2009 7:53 PM
To: rachel.johnson@sprint.com
Subject: Sprint Device Issue

Hi Rachel,

My name is Mark D. and I’m a current Sprint customer. Bryan Hawkinson from store 1558 provided me your contact information as someone who might be able to help with my current situation. Over the past 6 months, I’ve had 6 devices – each of them has had a “known issue” or defect which has resulted in lost usage, lost data and more importantly, lost personal time dealing with the issue. I’ve spent many hours on the phone and in the support store and still have a device that is having issues.

My goal, after 6 devices, was to move out of the Windows Mobile platform. Bryan suggested that I look into the new Palm OS on the Pre. With the Pre being the same cost out of pocket as the device I purchased back in November, I was hopeful that Sprint would allow me to swap the current device with the Pre; however, Bryan nor I had any luck. The representatives claimed that they couldn’t credit my rebates or out-of-pocket money back and that I would need to re-buy the phone if I wanted to go that route. This was not the answer that I had expected to hear.

Bryan recommended I reach out to you and share with you the situation – in hopes that you might be able to help me out. I’ve been with Sprint for 7+ years and just recently, added two new lines of service to my account (both of my brothers came to Sprint). I absolutely want to stay with Sprint, as I’ve had a great experience and a contract that I want to fulfill – but, I need someone to help me with this current situation.

I’m going into Store 1558 yet again this evening, as the rep on the phone explained that there is an issue with the newest device we just swapped out on 8/20. This will be another trip and more time for me at the store. I must admit, I’m beginning to lose hope.

I really appreciate anything you can do for me Rachel. Bryan was hopeful that you may be able to put an end to all of these troubles and help me move off of the Windows Mobile platform.

Thank you for your time.

Sincerely,

Mark D.
[phone number]