Sprint SERO Plan Issues

[tygger]

I signed up for a NEW account under the SERO plan online from the inphonic.com website a few days ago and just received my phone. My reciept and confirmation both show my new equipment and SERO 500 plan.

Upon receiving my phone, I logged into Sprint.com to see my account/plan details.

Everything seems messed up!

No where does it mention the SERO program or show any features that the SERO program offers.

Under my plan, it lists:

Sprint Fair & Flexible Plan

* Adjustable Anytime Minutes
* $29.99 Minimum Monthly Charge
* Nationwide Long Distance Included
* Unlimited Night & Weekend Mins. Included
* Nights: M-Th 9PM-7AM Wknd: F 9PM-M 7AM
* Caller ID, Call Waiting
* Three-way Calling
* Voicemail

Then under my Current Plan, it lists:

Your Current Plan
Option Price (if applicable)
Click to learn more, modify or remove services.
Sprint Power VisionSM Plus Pack $20.00
Night & Weekend Minutes -Nights starting at 7 p.m. $5.00
PCS Advantage Agreement Expires 01/22/08


I can't find where it shows how much my monthly rate is going to costs. According to what I see, it looks like $29.99 + $20 (Plus Pack) + $5 N/W starting at 7PM.

It also doesn't state how many minutes are included.

These are my upgradeable options:

Upgrade Your Plan
option price
Click to learn more or add services
Roadside Rescue $4.00
Sprint PCS InternationalSM $4.00
Sprint PCS Voice CommandSM $5.00
Off-Network Option $10.00
Sprint PCS Call CanadaSM $7.00
Unlimited Sprint Mobile to Mobile Calling $5.00
Sprint PCS Total Equipment Protection $6.00

Apparently, Mobile to Mobile is also NOT included.

So for me, here is what seems to be missing:

1. 500 minutes for $30
2. Free Power Vision
3. Free Mobile to Mobile

And they added Nights starting at 7PM without me checking that box.

Am I missing anthing other than the three things I listed?

[apocalpz]

its ok for posting your problems on my thread that’s why I put it there for others to speak about... trust me tygger I've been on the phone with customer service for a total of 10 hours (including wait time) so I understand your frustration.. like Larry said some of these people don't know what there talking about because they aren't schooled into this program... which I find appauling considering sprint is promoting this service. Anyway just keep on calling and check up on your plan online to make sure it is correct. Basically what you should have is:

Unlimited going online, data as well as picture mail/video mail (make sure they state the last part because a lot of C.S.R aren't seeing that pic & vid mail are included they have to look closer to see that IT IS INDEED included).

On an unrelated topic has anyone viewed there plan online? If so has anyone have an area next to were your bill balance is that states your credit limit? What the hell is that? I spoke with a few C.S.R's about that and I get different descriptions of what it is.

[tygger]

Wow, 10hrs? I think I'm only at 2hrs and I'm already fustrated that no one seems to be able fix the problem. I've gathered a list of about a half dozen different phone numbers! I just keep getting transfered...

I've been reading so many different threads so I can't recall who said it, but someone said that Unlimited Pic mail w/ video should fall under the Unlimited Power Vision plan and that it's not listed out separately.

Here is my log of events:

1. Called number 1-866-306-7056. Lady was nice. She said that Free pic mail w/ video was not going to be included with SERO. She had never heard of that being included and the mananger on duty confirmed. Then she said she had to get the manager’s approval to switch me to SERO even though that was what I had originally signed up for in the first place. Got the approval and upon trying to do so, she said the system was not letting her because it was not available in my area, even though it was available according to the web site.

2. Called the Inphonics number 866-274-9478 from their site. Put on hold for 15mins. Finally got a CSR and after confirming my order number, somehow he/we got disconnected.

3. Called back. Waited only 5 mins this time, lady said that my account shows the SERO plan even though I told her that it shows otherwise on the Sprint.com website.

She told me to call Sprint… She gave me a new number to call 1-888-322-3961.

4. Called Sprint number 1-888-322-3961… est. wait time, 20 mins. Was on hold for almost 30 mins. and hung up. Will try back later.

01/25/06 – 8:30am… Was on hold for about 10 min. CSR said that she was trying to switch my plan, but because it was an Employee Referral, my plan was going to be considered an Employee Account. She said she couldn't do it and gave me the number for employees to call and said that they will ask to verify my referrer's email address, etc.

CSR gave me the new employee number, 1-888-876-8381 and transferred me. Original CSR came back on the phone 5mins. later and said the line was busy. Try back later.

[apocalpz]

the number i called which was helpful was 888-788-4727 be aware though that your expected wait time is around 15-20 min or even longer. What I suggest you to do is login to your account online in sprint to verify the authenticity of your plan. if it doesn't show up online then they didnt fix it. my suggestion is to call them up and have them discontinue your account and do it all over again. the info path people doesnt have any say over your account. If sprint doesn't see it in there systems that means you don't have it. I am glad I did this plan over the phone because it went through alright.. however I had to call back and speak with sprint later on that day to make sure he did it correctly and sure enough he missed something.. he didnt include the unlimited text message for me... which the sprint C.S.R took care of it for me

[tygger]

Ok, this is getting ridiculous. Why does Sprint have sooo many different CSR numbers???

Do you know if that number is Sprint or Inphonic's CSR?

Wait time was 20mins. I can't wait that long right now since Im at work.

Thanks

[apocalpz]

Originally Posted by tygger

Ok, this is getting ridiculous. Why does Sprint have sooo many different CSR numbers???

Do you know if that number is Sprint or Inphonic's CSR?

Wait time was 20mins. I can't wait that long right now since Im at work.

Thanks

its a sprint number and if you don't have the time now I guess wait until later but they'll help you with it. let me know how it turn out

[larry]

Originally Posted by tygger

Ok, this is getting ridiculous. Why does Sprint have sooo many different CSR numbers???

Do you know if that number is Sprint or Inphonic's CSR?

Wait time was 20mins. I can't wait that long right now since Im at work.

Thanks

The time of day you call is key. There are peak times of the day when customer service gets real busy. But it should never reach 20 minutes. That must be a bad phone number or something.

[larry]

Originally Posted by apocalpz

the number i called which was helpful was 888-788-4727

That's a business account number for business customers only.

[apocalpz]

Originally Posted by larry

That's a business account number for business customers only.

then what are the good numbers to cal larry????

[larry]

Originally Posted by apocalpz

then what are the good numbers to cal larry????

Well that's good if you're a business customer. I am. You can see other numbers to call here:

http://pcsintel.com/modules.php?name...&pid=10#sprint

[apocalpz]

Originally Posted by larry

Well that's good if you're a business customer. I am. You can see other numbers to call here:

http://pcsintel.com/modules.php?name...&pid=10#sprint

Thanks a lot

[tygger]

That's a great list! Thx Larry.

Ok, I've finally got... almost... everything squared away. After spending a total of 4hrs cumulative (I guess that's not too bad compared to what others are reporting) I finally got Sprint to correct my issue. I was fortunate to get a lady to help me change my plan. At first, she was about to transfer me to another department, but then said she would give it a shot.

She had to cancel my other plan completely and re-sign me up w/ SERO. It took her awhile to find the correct codes, but in the end, everything worked out.

Err... so I thought. After hanging up the land line w/ CSR, I tried to make a call on my cell. Turns out, I couldnt make or receive any calls! I could get data services, but nothing else.

Another call to CSR... First lady tried to help me to no avail. She then trasnferred me to the Tech. Department. Tech lady walked me through re-programming my phone to various other things to no avail. She said she had to fill out a trouble ticket and they would call me back within 2 days.

Later that night, another Tech. guy called me and said they dont know what's going on with the phone and to take it into a Sprint store.

So I go to the Sprint store and the guy asked me for my phone number. I gave it to him and he looked at the phone for about 5 mins and told me that I had the wrong number!

I reassigned my phone and everything works again. I guess when one of the CSR's switched/fixed my plan, my phone number also changed, but no body knew.

The only thing I need to fix now is my bill. Sprint online shows that I owe $81.xx. For what?! I just got my phone 3 days ago and I should've been under the SERO 500 plan from the beginning.

Thanks for everyone's support!

[larry]

Yeah the problem with the sero plans is that it's mainly an online only offer so most customer service reps have never heard of them and don't know to code them. That can create a lot of confusion.

[tygger]

Got them to fix the bill. My total is 37.xx. Does that sound right for a $30 plan?

$7.00 worth of tax and fees?

[larry]

Originally Posted by tygger

Got them to fix the bill. My total is 37.xx. Does that sound right for a $30 plan?

$7.00 worth of tax and fees?

I was thinking more like $4 or $5 for taxes but I guess it's close enough.

[tygger]

It's closer to $38. I cant view my online invoice right now to see the breakdown. Keeps giving me an error.

[Jack.Lin]

I got the same thing. For some reason they added 7pm early night plan for you for $5 extra. I removed it from my account via the sprint once I got access to the accounts online.

[tygger]

When I use the AOL AIM, I get a text message for every AIM message sent to my phone.

My friend emailed customer service about this problem and they responded by saying that these "text messages" were treated differently and therefore we are not charged for these txt msg.

I wanted to confirm so I email cust. serv. also and a different CSR responded by saying that I would be charged for these txt msgs. They offered me $5 for 100, $8 for 500 or $15 for unlimited txt msg.

Don't know who to believe...

[larry]

Originally Posted by tygger

When I use the AOL AIM, I get a text message for every AIM message sent to my phone.

My friend emailed customer service about this problem and they responded by saying that these "text messages" were treated differently and therefore we are not charged for these txt msg.

I wanted to confirm so I email cust. serv. also and a different CSR responded by saying that I would be charged for these txt msgs. They offered me $5 for 100, $8 for 500 or $15 for unlimited txt msg.

Don't know who to believe...

The sero plan includes Vision and I think it includes 100 text messages for free. You shouldn't need to pay $5/mo for that.

Not sure if the AIM texts count against you or not because I've always had unlimited texts. But why don't you experiment and see if they actually do or not. My guess is that they probably do but who knows.

[Azzdude]

I got my first bill and there is 3.75 worth of taxes and surcharges on it.

[larry]

Originally Posted by Azzdude

I got my first bill and there is 3.75 worth of taxes and surcharges on it.

Yeah that sounds about right for a $30/mo plan. Of course the higher the plan the more taxes there will be.

[tygger]

Originally Posted by larry

The sero plan includes Vision and I think it includes 100 text messages for free. You shouldn't need to pay $5/mo for that.

Not sure if the AIM texts count against you or not because I've always had unlimited texts. But why don't you experiment and see if they actually do or not. My guess is that they probably do but who knows.

When I spoke with the CSR, she told me no txt msgs were included. I would experiment, but how could I differentiate on my bill which txt msgs were from AIM and which ones were from people? I haven't been keeping track of how many "people' txt msgs I get and can't imagine doing so for a month