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This blog exists only as an archive. It is a journal that serves as a window into my life as a Marine combat veteran serving in Iraq and Afghanistan; it was written with no filter, no politics and no agenda. Please feel free to follow my journey from beginning to end. Welcome to my life.

Thursday, February 04, 2010

SPRINT NOT WAIVING CELL PHONE FEES


Ladies and Gentlemem! It's time for the Team Rubicon army of supporters to unite once more!

Remember our little 'incident' with American Airlines? Where they initially charged me for extra bags full of medicine on my flight to Haiti? Well, because of your outcry they reversed those charges and wrote me (aka US!) a personal letter of apology.


Well, Big Business is at it again, and Sprint-Nextel does not want to waive the roaming charges incurred on my cell phone while in Haiti. I just got off the phone with a very nice lady named Jackie, tonight's floor supervisor, who said, "my hands are tied."

Well Jackie, that's okay, because you were kind enough to give the Team Rubicon masses the email address of your CEO, DAN@SPRINT.COM. Dan has an 'executive escalation team' that handles these sorts of things.

So here's what I need you to do- write Dan, and ask him kindly (emphasis on KINDLY) to remove the $188.26 in charges on my bill. Simply put "Team Rubicon Haiti Reimbursment" in the subject line, and then fire away. It might help to add that T-Mobile and ATT already reimbursed other members of the team.

Thanks, and don't say we don't pinch our pennies at Team Rubicon!

14 comments:

  1. I sent an E-mail and received this canned response.
    Thank you for taking the time to write. We review all the ideas and feedback we receive. A representative from my office will be contacting you very soon. In the meantime, I encourage you to visit www.sprint.com to learn more. Sprint offers the best value in the industry and makes using wireless simpler and more worry-free through our Simply Everything plans. Our newAny Mobile, Anytime feature on our Everything Data plans helps you to break free of restrictive "calling circles." And, our Ready Now program allows you to make an appointment with a store representative to become an expert on your device. Once again, from all of us at Sprint, thank you. Dan HesseCEO, Sprint

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  2. Email sent, hopefully they'll step up!

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  3. I got the same initial canned reply....we'll see what other comms I get.

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  4. Jen here

    Email sent, waiting for the canned response.

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  5. This is a follow up to the initial autoreply

    Thank you for contacting us through Dan@Sprint.com. From reading your email, you are requesting that the roaming fees a Spring customer received while in Haiti, be waived. Thank you for providing your feedback regarding this matter and know that your feedback is appreciated. I will forward your comments and concerns on to the appropriate group.

    I appreciate the opportunity to address your concerns. If you have any questions or concerns in the future I can be reached at 757-223-3397 or by replying to this email. My office hours are Monday through Friday from 9:00 am to 5:30pm EST

    Thank you again for contacting Spring

    Tasha P.
    Sprint
    757-223-3397

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  6. Jen here, this is the response I got:

    Dear Ms. Taylor,

    Thank you for contacting us through Dan@Sprint.com. From reading your email, you are requesting that the roaming fees Mr. Wood received while in Haiti, be waived. Thank you for providing your feedback regarding this matter and know that your feedback is appreciated. I will forward your comments and concerns on to the appropriate group.

    I appreciate the opportunity to address your concerns. If you have any questions or concerns in the future, I can be reached at 757-223-3397 or by replying to this email. My office hours are Monday through Friday, from 9:00am to 5:30pm EST

    Thank you again for contacting Sprint.

    Sincerely,

    Tasha P.
    Sprint
    757-223-3397

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  7. I just got a phone call from a Sprint rep, only half listened to her name, but it could be the Tasha mentioned above. She called to let me know that the email I sent would be forwarded on. Hope you'll be hearing from them soon letting you know they're dropping the charges.

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  8. I got the second e-mail.
    Sounds like this too will be taken care of.

    dj

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  9. I got the canned email and the phone call (from Tasha) that AmyJ received. They called within the hour, so someone is obviously listening!

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  10. Thanks everyone, hopefully Sprint realizes the PR value of doing the right thing here. Not to mention, $188 can buy a lot of supplies.

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  11. I'm surprised that this hasn't been resolved already....
    I wrote in >> sample letter below for anyone else who wants to help but is too busy to compose their own note.

    To: Sprint-Nextel Executive Management
    Dear Sir,
    I'm writing to bring to your attention what I'm sure is an oversight on the part of the Sprint-Nextel corporation. The recent devastating
    events in Haiti have provided an opportunity for many Americans to demonstrate our national concern and humanitarian spirit. Many volunteers deployed to Haiti to help with medical care and disaster relief. Among the first on the ground was TEAM RUBICON: a not-for-profit group of volunteers dedicated to emergency medical relief in the most affected areas of Port-au-Prince Haiti. While doing lifesaving and laudatory work with the suffering people of Haiti, RUBICON members (including team leader and founder Jake Wood) used SPRINT cell phone service to communicate with supporters in the US. Because of SPRINT service, Jake Wood was able to make arrangements for logistics and supplies which aided TEAM RUBICON's lifesaving work. In the course of these events, Wood incurred $188.26 in cell phone roaming charges. Initial contact with Sprint-Nextel employees, drawing their attention to this situation and requesting that in view of the circumstances the charges acquired in Haiti be waived, has not produced a positive result. As a SPRINT customer and a TEAM RUBICON supporter I am disappointed in the response of the Sprint-Nextel corporation which should be happy to show this small sign of support for TEAM RUBICON's work in Haiti, and proud that its service was able to be of help to such a cause. I understand that the service providers T-Mobile & ATT have already reimbursed other members of TEAM RUBICON for charges incurred in Haiti. I hope that the Sprint-Nextel corporation will see fit to do the same.

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  12. Just sent an email tonight, here's the generic response (hopefully something will change on Monday):

    Thank you for taking the time to write. We review all the ideas and feedback we receive. A representative from my office will be contacting you very soon.

    In the meantime, I encourage you to visit www.sprint.com to learn more. Sprint offers the best value in the industry and makes using wireless simpler and more worry-free through our Simply Everything plans. Our new Any Mobile, Anytime feature on our Everything Data plans helps you to break free of restrictive "calling circles." And, our Ready Now program allows you to make an appointment with a store representative to become an expert on your device.

    Once again, from all of us at Sprint, thank you.
    Dan Hesse
    CEO, Sprint

    Here's my email:
    Dan –

    As a loyal Sprint customer who has only used Sprint over the past 10 + years (916.548.1982), I’m disappointed to learn that your company has decided not to refund the $188.26 in charges on Jake Wood’s cell phone. These charges aren’t from frivolous calls he made in error, instead, they are from his time working in Haiti to help those in need just hours after the earthquake struck.

    Jake’s group, Team Rubicon, outlined daily events on their blog: blog.teamrubiconhaiti.org. I urge you and your fellow Sprint employees to review the blog and see what kind of good this group has done. Once you do, I’m sure that you will refund the $182.26 in charges applied to Jake’s account. Not for the PR, but because it is the right thing to do.

    I own a communications consulting company and guide my clients to do the ‘right’ thing before they do the ‘right PR thing.’ I urge you to do the same.

    Thank you in advance for your consideration and ultimate refund.
    Sarah

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  13. Jake,

    I spoke with Dan@sprint.com's executive assistant this morning. Her name is Janina W. Since I was in my car when she called, she sent me a follow up email stating what had to be done. This is the applicable part of the email:

    "I apologize that we are unable to apply upfront
    credits to Sprint customer’s account that have assisted with the relief
    efforts in Haiti; however all credit requests are being evaluated by our
    Sprint Worldwide Team. Please have your friend contact (888) 226-7212
    for further assistance regarding the international charges of $188.26.
    Your feedback is greatly appreciated and has been forwarded to the
    proper team for further review."

    I kindly expressed by disappointment that you would have to "jump through more hoops" to get this done and that no one at Sprint USA Corporate could make sure this happened with Sprint Worldwide. So it looks like you need to make another phone call (albeit a toll-free call) in order to state your request.

    She did express her appreciation for Team Rubicon, but explained that this is the way Sprint is set up.

    I pray you will get a quick, positive answer to your request for having these charges dropped. If the request is grant, Janina said it would appear as a credit on a future bill.

    Pray you are well,
    Pastor Jack

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  14. This is what I just posted guys...And my idea for a youtube might inspire someone to do it!
    For the record. I am a grandma - but also a rabid Hugh Hewitt fan and soon to be proud mother of a USMC 2LT....so my passions run deep for support of Team Rubicon

    "Dear Sir
    I am continuing to follow up with the many requests you have received, asking you to please waive the Team Rubicon Roaming Charges accrued during their response to the Haitian earthquake.

    Once upon a time not too long ago a very savvy guy put up on you-tube "United breaks guitars" when United Airlines did NOT give him a proper response to his request. I am sure by now you know how viral that YouTube message went, all the while capping on United Airlines.

    I hope your name-brand recognition doesn't find itself on the same end of a creative way today's Americans use media to share their plight in the face of corporate bureaucracy.

    Maybe at the email level we can all work together.

    I am a senior grandma, busy babysitting my grandchildren - taking some time to join in Team Rubicon's request.

    Thanks for recognizing these amazing American heroes' swift and necessary response to our neighbors needs by joining in supporting them without charging them for their roaming fees."

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