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Sprint iPhone Preorder Update

A few weeks ago, I shared my experience with preordering the iPhone 7 Plus through Sprint, which at the time was relatively negative. After getting in contact with a few executives at the company, the experience changed dramatically.

Instead of being told that I would likely be waiting until November for my phone, I received my phone within a few days after a few phone calls and emails.

On October 4th, I ended up sending an email to a Sprint executive, who promptly replied that she would have a member of her team look into my case and give me a call to update me on the progress. Later that evening, I received an email, and then two phone calls from a member of her team, telling me that it would be late October or November until I received my phone. I still wasn’t happy, but she was able to give us a credit on our bill, making the wait a little less painful.

After further thought, that still wasn’t enough, so I sent another email to a few other Sprint executives mentioned on the MacRumors forum that I had been following. After a few emails back and forth, it was determined that my order could be expedited, given the fact that it was a Sprint error that prevented our order from going through on September 9th when preorders began.

Most of the discussion, and emails took place the next day, October 5th. I received several emails from the other executive, as well as phone calls from her and another gentleman who had somehow become involved in the case. At the end of the day on the 5th, I was told that I should have tracking information within a few business days. Late that night, a tracking number appeared in our account but limited information was available.

On October 6th, I woke up to an email from the executive telling me that my phone was to be delivered to the store that day, two days after originally contacting them. By 1:00 pm, the phone was delivered and a few hours later I received a phone call from the store telling me that the phone was in. I picked it up later that evening and the rest became history.

While I’m glad that Sprint finally did the right thing and was able to fix our order, the process was quite stressful and annoying, even though I’ve now forgotten about much of it since it’s been over.

Have you ever had a really good or really bad customer service experience?

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