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Sprint SERO Plan Issues

Discussion in 'Sprint Forum' started by tygger, Jan 25, 2006.

  1. tygger

    tygger Junior Member
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    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?
     
  2. apocalpz

    apocalpz New Member

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    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.
     
  3. tygger

    tygger Junior Member
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    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. :confused: 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.
     
  4. apocalpz

    apocalpz New Member

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    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
     
  5. tygger

    tygger Junior Member
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    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
     
  6. apocalpz

    apocalpz New Member

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    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:confused:
     
  7. larry

    larry Sprint loyalist and former mod
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    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.
     
  8. larry

    larry Sprint loyalist and former mod
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    That's a business account number for business customers only.
     
  9. apocalpz

    apocalpz New Member

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

    larry Sprint loyalist and former mod
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  11. apocalpz

    apocalpz New Member

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  12. tygger

    tygger Junior Member
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    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!
     
  13. larry

    larry Sprint loyalist and former mod
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    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.
     
  14. tygger

    tygger Junior Member
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    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?
     
  15. larry

    larry Sprint loyalist and former mod
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    I was thinking more like $4 or $5 for taxes but I guess it's close enough.
     
  16. tygger

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

    Jack.Lin New Member

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    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.
     
  18. tygger

    tygger Junior Member
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    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... :confused:
     
  19. larry

    larry Sprint loyalist and former mod
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    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.
     
  20. Azzdude

    Azzdude New Member

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

    larry Sprint loyalist and former mod
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    Yeah that sounds about right for a $30/mo plan. Of course the higher the plan the more taxes there will be.
     
  22. tygger

    tygger Junior Member
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    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 :biggrin:
     
  23. tygger

    tygger Junior Member
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    So on a $30 plan, your total bill is $33.75???
     
  24. larry

    larry Sprint loyalist and former mod
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    It used to be that text messages were included with Vision but maybe they changed that to be a seperate add-on. Can anyone else confirm this?
     
  25. Azzdude

    Azzdude New Member

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    Yeah, it's $33.75. This first bill was $35.69 though because it was pro-rated.
     
  26. Jack.Lin

    Jack.Lin New Member

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    When you sign up on the inPhonic website, if you look at the Rate Plan details, you will see that it says "Casual Text Messages ($0.10 per message)". So I am guessing that you don't get any free text messages. But unlimited vision and picture mail is included, so I am trying to just do picture mail only. We'll see how it works out since my service just started a couple days ago.
     
  27. tygger

    tygger Junior Member
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    I like the picture mail feature better than the PCS mail because pic mail will give you an instant notification on your phone. PCS mail can be setup with a notification alert also, but the alerts would be sent via txt message.
     
  28. WonderDude2k

    WonderDude2k New Member

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    I've also had CSRs give different answers about the plans. I was initially told that the picturemail is not included in the SERO plan. In addition, she could not explain exactly what the vision/power vision features of the plan are.
    On the website, my plan shows as having "unlimited vision access," but I don't get any of the TV channels.
    I called to ask about that, and the person said she didn't see how the powervision features could be added to the plan. The SERO offer webpage says unlimited power vision, which implies that you get EVERYTHING included.
    Kinda confusing, but I might try calling again and see if I can get someone knowledgeable about the SERO plans.
     
  29. WonderDude2k

    WonderDude2k New Member

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    OK, finally reached someone who knew about SERO. According to him:

    1. PictureMail IS included with the vision

    2. Text messages are .10 per msg. Packages can be added to include $5 for 100 msgs, $8 for 500 msgs, and $15 for unlimited msgs.

    3. TV channels/Sirius radio channels are NOT included, and channel packages CANNOT be added to the plan. If you want to buy channels, you need to purchase each one individually over the phone. Btw, the charge shown for each channel on the phone is per month.

    4. Corporate discounts DO apply to the SERO plans :biggrin:

    To reach this dude, I got shuffled around three times, but fortunately the hold minutes were bearable. Before I was transferred the final time, I asked what direct number can be used to reach these specialists in the future, and the guy said it was 877-879-5036 to reach EVDO plan people. After I got done talking with the last (knowledgeable) guy, I asked to verify this number. He said I only need to call the business CS number (888-788-4727, and I am a business customer), or better yet, just the old *2 so it doesn't count against my plan minutes. :confused: Yah well, at least I finally got the whole scoop!
     
  30. larry

    larry Sprint loyalist and former mod
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    Yes he gave you accurate info on everything. Sprint TV is an extra thing and is never included in a basic unlimited Vision plan. Picturemail has always been included with Vision as far as I can remember.
     

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