Elizabeth sent a message to Marcelo Claure- the chief executive officer of Sprint Corporation- email address that said:
I have spent several hours trying to resolve a lost phone issue with a Sprint and Asurion. We through no fault of our open are not able to locate the damaged phone. It was placed in the Asurion issued envelop and placed in a U.S. Mail box. We will not pay the $410.00 fee for the unreturned phone. We feel that as a loyal sprint customer this charge should have never appeared on our bill. We in good faith tried to return the phone as asked but feel with the purchase of insurance this should have been handled at store level to alleviate these kind of issues. Having been a sprint customer for many years we are very upset about the lack of customer service. The inability to speak to an employee in the United States and two different supervisors that are completely unaware of the issues and had to start at the beginning each time. I hope that you can direct me to an employee within your company that get this $410.00 charge removed from bill. Thank you for assistance in this matter.
Sincerely,
Elizabeth
