Lynette Lazo sent a message to Michel Combes that said:
I'm writing to you with hope you can assist in getting this matter resolved. I've been a sprint customer for over 8 years. On July 15th my iphone 6S got very hot and powered off. I immediately contacted Sprint and spoke to Joseph a sprint supervisor, he tried to trouble shoot the problem but the phone didn't power back. Although my phone is out of warranty, he said he would send out a replacement phone at no charge and gave me a reference # of I1430015528. Until this date, I haven't received any phone just a lot of misleading information every time I call sprint to follow up. At this time I am extremely upset with the customer service support I've experienced. I have spoken to over 50 representatives in different parts of the world and been placed on hold for an outrageous amount of time with the longest hold time being over 4 hours trying to get this issue resolved. After being on the phone for a long period of time, I'm told they'd call me back, but no one ever does. On Saturday, I spoke to a Cherie, TS Supervisor in Oklahoma City at 4:19pm EST who told me that she was working on getting the phone out to me via Fed Ex. for Tuesday, July 24th delivery (which is today) and that she was going to send me an email confirmation of what was discussed along with her contact information so that I wouldnât have to call and speak to anyone else in regards to this matter and assured me that she would be taking care of the matter. She was very apologetic and said that someone would be calling me last night (7/23) between 7:00 - 8:00 pm EST to provide me with update on the shipment but I never received a call. This is very frustrating and very unprofessional. Since I never received a call from sprint last night, I called sprint again this morning (7/24) and was told by Ivy a representative in the Philippines whom I was on the phone with 9:18am â 10:04am EST this morning only to inform me that they are unable to send me a replacement phone because my phone is out of warranty and transferred me over to Charisse a TS Supervisor in the Phillipines who is told me she is going to escalate this case to her higher management team in customer care and after being on the phone with Charisse for an hour and 6 minutes she transferred me to Jade Winstone employee ID 754330 in Customer Care who said he was going to send an email to Corporate and someone at Corporate will be calling me within 3 days and provided me with an interaction case #I1434182676. At this time, I am asking you for your help.
