USAA-Sprint PCS - Bait and Switch Scam

[tcstms]

SUBJECT: USAA-Sprint PCS - Bait and Switch Scam

1. This is the first time, in my 32 year membership with United Services Automobile Association (USAA), that I feel compel to formally address a grievance resulting from dealing with a service sponsored by USAA.

BACKGROUND

2. On 8 Aug 02, I called USAA-Sprint PCS for details regarding possible wireless phone service. I was assisted by a sales person who identified herself as Vea, located in Salt Lake City, UT.

3. During her sales pitch she offered the following promotional items as added incentives for me to activate their 4000 Shared Minutes, Two Phone, Family Plan:

Two Extended LiIon Batteries $120.00
Two Desktop Chargers $100.00
Waive PCS to PCS call Service
(Value for one year contract) $240.00

TOTAL Value $460.00

4. Prior to agreeing to the above service plan, with promotional items, I twice reviewed with Vea the details of the service plan and the individual promotional incentives. She confirmed that this was a valid offer sponsored by USAA-Sprint PCS.

5. Subsequent Sprint PCS billing reflected that the charges for the PCS to PCS Calling Service, had not been waived!

FOLLOWUP

6. On 13 Aug 02, I initiated, what turned out to be a litany of calls to USAA-Sprint PCS in an attempt to clarify the status of my promotional items. After being referred around and passed off to various USAA-Sprint PCS employees, I was finally advised that the future monthly charges for PCS to PCS Service, for both phones, would be waived. Future billing would reflect this adjustments. As of this date, I have no verification of the adjustments being made.

7. However, regarding the offer of the two extended battery and two desktop chargers as promotional; USAA-Sprint PCS employees and management stated that this was not an authorized promotion. My attempts to contact Vea for clarification met with negative results. This was in spite of the fact that customer service employee, Ms. Cynthia Lewis, had advised me that she verified that Vea was in the Salt Lake City office and had left a message that I was attempting to contact her and why.

8. Since the USSA-Sprint PCS ordering procedure does not provide the customer confirmation of the sale, I formally requested an internal review of the recorded conversation between Vea and myself. I was placed in contact with USSA-Sprint PCS Manager, Ossie Williams, 877-969-8722, who stated that he would act on my request to confirm the accuracy of Veaâ??s sales offer.

9. Due to Mr. Williams lack of response, I contacted USAA Alliance Customer Service, Ms Getty (LNU) (877-345-0340) on 21 Aug 02. I again detailed the problems I was having in obtaining the promotional offers. After researching my claims she responded with the following:

a. USSA-Sprint PCS could not justify time/expense to review the recording of Vea's sales offer to me.

b. A check of their Salt Lake City, UT sales office reflected no record of the promotional items that were promised. Their check also appeared to indicate that a sales man, not a sales woman, had taken my order. In response to my direct question, Getty would not confirm if any one in their Salt Lake City sales office matched the description I gave of Vea.

c. Getty advised that she was authorized to credit me $160.00 for the inconvenience of this experience.

d. A subsequent message from a Mr. Shawn Jones, a USAA-Sprint PCS manager 877-425-2282, offered me only $40.00 for the inconvenience of the same experience.

OBSERVATION

10. This appears to be a classic Bait and Switch scam conducted by an employee of USAA-Sprint PCS. This company has a effective computerized method for providing its employees a centralized data base for recording and recalling individual inquiries from customers. However, by design, or lack of design, the system canâ??t provide the customer a timely confirmation of an agreed upon transaction prior to delivery of the item or formal billing. This is compounded by USAA-Sprint PCS apparent lack of desire/commitment to utilize its available resources to resolve allegations of a $460.00 scam!

11. During my comparison shopping for wireless phone service, I discovered a number of negative evaluations regarding Sprintâ??s customer service. I thought that this would be off set by dealing through USAA with its reputation of fair and honest dealings with its military members.

RESOLUTION

12. This issue has degraded into situation of my word against that of USAA-Sprint PCS (apparently by design). Therefore, this matter has become one of principal, rather than product.

13. I expect USAA-Sprint PCS to honor the promotional incentives offered by their sales representative.

>Two Extended LiIon Batteries.
>Two Desktop Chargers.
>Waive all current and future charges for PCS to PCS Call Service.


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[IdiOTeQnoLogY]

there are some schmucks doing this stuff. i also heard of a rep (who was fired) after telling a gullible customer that they would put a cell site on their house if they signed up.

I too am a long term (>32 years) member of USAA. I too had problems with their Sprint alliance some years ago. Mine was strictly with the Sprint LD services they offered and never delivered properly.

After several months of incorrect billings and several complaints to the USAA Alliances office, I cancelled my Sprint account, sent a copy and a (polite!) letter of complain to USAA itself in Texas, and vowed never to use Sprint again in any form.
I later received a letter of apology and check (I believe for $25) from USAA.

It has never been clear to me that the Alliance office employees are paid by USAA. I suspect they are paid either by Sprint directly or by a third party under contract to Sprint. They have no allegiance to USAA or their members. USAA receives a commission from Sprint for sending them subscribers. And subscribers to the program receive discounts on their service similar to those offered to any large organization. Many of whom have programs to pass the savings to their employees or members.

Somewhat later I learned through my consulting work that USAA also has a hugh telephone system contract with Sprint. They maintain Sprint as their 'preferred' LD and wireless partner because of the discounts they get from Sprint. Sprint is very agressive selling in bulk to large, phone-centric corporations. Indeed, that is the vast majority of their business. And when your entire business is phone based as USAA's is you have a HUGH phone bill every month.

As for your specific problem: Have you actually spoken to someone AT USAA headquarters. I have always found them to be quite responsive to members. And they may well not be aware of the problems their members are having with alliance partners.
Otherwise, my comments to you are the same as to most everyone in your position.
Sprint is not known for its efficient customer service. Especially for its wireless customer service. You are not the first victim of their 'deceptive' sales practices. There is a reason that Sprint is the low-price provider, and with Sprint you are definitely getting what you pay for.

I would not personally hold my breath waiting for Sprint to deliver. If the $40 covers your actual out-of-pocket, I'd accept the offer and go away -- for ever -- from Sprint. In any case, you should cancel your plan and demand a refund for the phone(s) that you have purchased. There are too many other cell providers for you to put up with this grief.