Just Facts No Opinions

We have had problems with the IC902 Hybrid since the day it was delivered. What is so aggravating is that Sprint promoted itself and this particular cell phone as the solution to the problems we had previously been having with our then top-of-the line Nextel. We had been a satisfied Nextel customer for years when we agreed to change over to Sprint. We were having difficulty will calls made in the house and the company told us that Sprint towers would give us better reception. Sprint agreed to our stipulations, namely we would carry over our existing plan, bonus minutes, and free incoming. So we ordered and paid for three new Sprint phones.

However…. The service with every one of those phones from the time we activated them in November, 2007, was intermittent, troublesome, and never corrected for more than a short time. We made far too many calls to the service department and far too many trips to the local repair store. At each contact Sprint employees blamed the difficulties blamed on the IC902 Hybrid technology. Please note for the record: all these claims were still under the initial warranty although insurance for repairs was on every cell from Day #1.

About September, 2008, hubby’s 902C was unusable. Now what good is any telephone that you can’t get either incoming or outgoing calls from? I decided to go with him to the repair store when he was told by the company retail store his was unfixable. An immediate trip to the company store hooked us up with a pleasant but totally not knowledgeable young man who tried to switch us over to another phone and another plan. He must have been working on commission. This was not a solution; it was a waste of time so we requested to talk to the manager.

The manger seemed well versed on the product. She went into the back and checked about possible repair. She confirmed first it couldn’t be done–no parts or inventory. She then told us that the phone was no longer being manufactured. She offered the Renegade as a replacement at no charge. However, as we were discussing its features, she said that our plan with free incoming minutes would not be compatible with it. We either had to lose features, change plans, or go to a Nextel phone. None of those options were acceptable.

First of all, Nextel had sent us to Sprint. Second, our previous Nextel phones all had walkie-talkies. In fact they were the main reason for us going with the company. No, we could not do without them. Third, we were well-satisfied with our plan no longer available and our bargain bonus minutes. We certainly did not want to pay more for less. Last, we purchased the 902C hybrid for all its features and we wanted every one of them, Why else would we have paid big bucks for top of the line model when it first came out?

Back home we placed a call from our landline to Sprint. Satisfaction-Retention told us the employee was misinformed and that we could use the Renegade without changing rate plans. However, The 902 C was again being manufactured by Motorola for Sprint, and its problem would be taken care of. Shipping would immediately send out a refurb unit and waive fees.

If only everything ended there. In February, hubby’s phone was again not working properly–shutting off on its own, losing volume, dropping calls, etc. Hubby again went to the repair store. Again he was told it was impossible for them to fix it. Again I called Customer Service who patched me through to Repairs to Retention to a Supervisor. Well, that is how it goes. Finally, the lady at the other end of my landline said she had the solution. She was sending out two 902C’s (You guessed it. Mine was also not functioning properly) with a postage paid envelope for the ones we had.

It is not even 30 days later. Hubby’s 902 C, the one that has been discontinued, reinstated, and again discontinued, is again malfunctioning. After using a Verizon serviced phone to talk with a very long chain of people, we were told by a supervisor before being disconnected that we could try to send it back again or renew our contract for two more years and buy another one. To be fair, he did call back and leave his number the following day. I called back and got a machine that I left my name and number on. Telephone tag begins.

Yes, we are still paying the monthly insurance for repairs on each phone. Does anyone know if the FCC regulates this industry? Where do we go from here?I wonder if I will get an official response from Sprint in writing. I would really welcome one.

I would like to close this up with a little math lesson. Estimate the approximate cost including shipping, handling, and taxes for three top of the line just out brand new cell phones as listed to customers by the advertising company. Add to that average bills of $300 monthly for those three cell phones. What is the annual outlay to the company? I guess it is about $1,200 minimum.

A Sudden Thought: Company goodwill is a worth that goes beyond tangible assets. Next time I try to use my cell and it doesn’t work, that should comfort me.