Emails from Sprint

I contacted Dan@sprint.com and asked why I would be charged $10 for the "Premium Data" fee when I was not in a 4G area.

Here are some replies from a representative who answered the mailbox:

From Sprint:

May 21, 2010 at 8:19 AM

Thank you for contacting Dan@Sprint.com.  I would like the opportunity to address your concerns in regards to the $10.00 Premium Data add-on for the HTC EVO 4G.

We are all excited about the release of the new HTC EVO 4G; however I understand you have some concerns regarding the additional $10 Premium Data add-on.  The $10 Premium Data add-on includes many enhanced features needed to operate the HTC EVO 4G. The data experience of HTC EVO 4G can be enjoyed by all customers,
regardless if they are in a 3G or 4G network.  In addition, these data-rich features are available to customers nationwide as well as those who travel frequently to 4G markets. Sprint 4G is expected to be available to up to 120 million people across the United States by the end of 2010.

With the HTC EVO 4G the data capabilities are so rich, customers may lose themselves in endless surfing. Users will typically consume more data due to the enhanced experience, and the Premium Data add-on assures they have the bandwidth to accomplish this.  Mr. Hesse described the EVO experience like going from regular television to a High Definition television.  Our HTC EVO 4G features are custom made for data-loving customers. With a 4.3 inch display, watching a YouTube video, or your
favorite show has never been better.  You can just pop out the included kickstand and watch videos on-the-go.

In addition, we offer two cameras – an 8.0 megapixel auto-focus camera with HD-capable video camcorder as well as a forward-facing 1.3 megapixel camera. We want our customer to be able to enjoy these data-rich capabilities which does require a more complex data plan.

Sprint does offer selective phones that require a specific rate plan in order to operate the device. The HTC EVO 4G device will be included in this selection of phones. In order for the HTC EVO 4G to operate it will require the $10.00 premium data add-on; however Sprint does offer a wide range of phones in which this additional fee is not necessary.

If you have any questions or need additional assistance I can be reached at [redacted] or by replying to this email. I am in the office from 10:00 AM – 7:00 PM EST Monday through Friday.

Thank you for contacting Dan@Sprint.com. Enjoy the rest of your day!

Sincerely,
[redacted]
Sprint

My reply:

May 21, 2010 at 12:37 PM

[redacted],

You state that the $10.00 Premium Data add-on is for the HTC EVO only.. but isn't the name of my plan the "Everything Data"?  Everything implies "ALL INCLUDED", thus any additional add-on should be null.

In addition to that particular argument another statement of yours is the data experience.  Your claim that my enjoyment of the HTC EVO's "$10.00 Premium Data add-on plan" should also be had on the 3G network.  What about when I can't even get 3G speeds because whenever I am in my house or office, or even around my town I only see to acquire "1X" speeds.  I do most of my communication from either my home office or my business, and I always seem to get dropped calls unless I'm huddled in
the corner near a window praying for the call not to drop.  Will this phone somehow perform a miracle to allow me to further enjoy my non-existent 3G speeds with this additional $10 a month charge?

Another one of your points is that since the HTC EVO would be enjoyed with it's endless surfing and because of that, there would be the need for the "Premium Data add-on", which would assure that I had enough bandwidth to accomplish this.  But, my question to you is that if I currently am paying over $129 for a "Everything Data" plan that includes unlimited data, and I'm still going to be using the same "3G or 1X" network, then why would I need to pay extra for something that isn't available to me?  Why would I need to assure myself of the 4G bandwidth and pay extra for something that I'm already paying for?  What will be different for me? Will my speeds be higher with the EVO phone in my house or business?

Why even mention to me about the 4.3 screen or kickstand when I'm talking about technical specifications of the Sprint 1X/EVDO Rev0/RevA/3G/4G network.  You're asking to me pay for something I cannot technically acquire.

I am kind of upset about the lack of personalized messages and this appears to be a canned response.  What does the two cameras have to do with my question?  How does a video camcorder require a more complex data plan?  Are you serious?  I'm sorry that I'm not a typical user who might believe these statements, but please, answer how a 1.3MP forward-facing camera would require an extra $10 a month from me.

What other selective phones require a specific rate plan in order to operate the device?  When I spoke with my sales representative, he explained to me that since I am a Sprint Premiere Customer, and I have the top of the top plan, and it's clearly stated as "EVERYTHING"... that I would never need to pay for anything extra.

If you had to pay a required fee for OnStar on your new vehicle and in your town the satellites were not yet available to use the feature, would you feel comfortable paying for that fee?

Please review my arguments, and I would hopefully expect to get a response back that addresses each of my issues.  I've been a sprint customer for many years now, and I am simply asking for the explanation to why I need to pay for something that is not yet available to me. When 4G is rolled out to New York, then maybe you can change the name of my plan to the "Nearly EVERYTHING" plan.

I prefer email correspondence, so if there is a better email address that I can reply to, please let me know.

Thank you for your time,
[me]

From Sprint:

May 21, 2010 at 5:24 PM

Dear [me],

Thank you for your feedback. I extend my most humble apologies if I did not address your concerns to your satisfaction. I certainly understand you currently have the Everything Data plan, however all additional add-on are not null. For example, if you wanted road side assistance included with your plan there would be an additional fee of $4; therefore, if you opt to purchase the HTC EVO the premium data package would be an additional and required fee of $10.00.

I understand your frustrations as you indicated that the 3G speeds are not available for you to utilize. As mentioned, the data experience of the HTC EVO 4G can be enjoyed by all customers, whether being within a 3G or 4G network; however this device may not be the most logical device for all customers. As I previously mentioned, Sprint does offer a wide range of phones in which the additional $10.00 Premium Data fee is not required.

My intentions were certainly not to further frustrate you by mentioning the features in which the HTC EVO is equipped with. This was strictly for educational purposes and to provide you with some of the capabilities of the device in comparison to other devices available.

If you have any questions or need additional assistance I can be reached at [redacted] or by replying to this email. I am in the office from 10:00 AM – 7:00 PM EST Monday through Friday.

Thank you for contacting Dan@Sprint.com. Enjoy the rest of your day!

Sincerely,
[redacted]
Sprint

My reply:

May 21, 2010 at 6:15 PM

[redacted],

If I were to purchase road-side assistance for a fee of $4, would I expect the service to work?  The answer is YES.

If I were to purchase the "premium data package at the required fee of $10.00", would I expect the service to work?  The answer is also YES.

I'm not frustrated that the 4G speeds are not available in my area, I'm frustrated that you will not waive the $10 fee for the premium data package that is not in my area.

I think it is very ridiculous to state that this device might not be the most logical device for me.  Now it is my turn to educate you on what the device boasts:

• 4.3 inch screen
• Android 2.1
• HTC Sense
• 1 GHz Snapdragon processor
• 1500 mAh battery
• WiFi capable
• Dual camera with 8MP video camera and 1.3MP front facing camera
• GPS Navigation
• 3.5 mm headset plug
• Digital Compass
• Kickstand for media viewing
• HDMI output
• Android Market
• FM Tuner

All of the above are reasons for my initial desire to purchase this phone.  These features far surpass what my current phone offers and those are the reasons why I want the phone.  Not the 4G service.

I think that it is wrong to imply that this required fee provides me with additional services.  I simply want a superior device.

Can you answer this question - "How can the data experience of the HTC EVO 4G be enjoyed in the 3G network only?"

I think that it is unfair that the whole country that is left without the 4G network is supposed to be fined $10 a month for something that cannot be used by them, if they wish to purchase this phone.

If I cannot get 4G speeds because your network is not yet in my area, how can you charge me for it?

I am requesting that if I were to purchase the HTC EVO 4G phone, that I would receive a courtesy credit of $10 to my plan until the day that 4G is available in my area.

From Sprint:

Dear [me],

I certainly appreciate your feedback. I would like the opportunity to speak directly with you so I can address your inquiries with consistency and clarity. You stated in your reply that the HTC EVO is a far more superior phone than the phone you are currently using. The $10.00 premium data fee is associated with the phone. The 3G/4G coverage is designed to enhance the HTC EVO data experience.

As mentioned, users will typically consume more data due to downloads and gaming usage. The HTC EVO technology requires a premium data feature based on the enhanced features associated with the phone. A high end car performs much better on a higher octane level of gasoline than if a lower octane was used. Instead of totally reconfiguring our calling plans we decided to provide our customers with the best HTC EVO experience for about $.35 a day. I appreciate your feedback because this will help Sprint to continue to make the necessary changes to provide our customers with the lowest possible calling plan and HTC EVO experience.  The $10.00 fee will not be assessed to your existing calling plan unless you elect to upgrade to the HTC EVO.

If you have any questions or need additional assistance I can be reached at [redacted] or by replying to this email. I am in the office from 10:00 AM – 7:00 PM EST Monday through Friday.

Thank you for contacting Dan@Sprint.com. Enjoy the rest of your day!

Sincerely,
[redacted]
Sprint

My reply:

May 22, 2010 at 10:49 AM

[redacted]

I feel that you're still not understanding my uneasiness regarding this entire situation.  You state that the phone requires a $10 premium data fee due to the enhanced 4G experience.  That might be perfectly true, but will I be able to use 4G? No.

A high end car might perform much better on higher octane gasoline, but what if all the gas stations in New York were without that pump and all you had available was 87 Regular octane?  Would the car still perform at the intended performance?

You continue to reply with flawed analogies which each time I have a counter argument that isn't addressed:

1.  If you had to pay a required fee for OnStar on your new vehicle and in your town the satellites were not yet available to use the feature, would you feel comfortable paying for that fee?

2.  If I were to purchase road-side assistance for a fee of $4, would I expect the service to work?  The answer is YES.

If I were to purchase the "premium data package at the required fee of $10.00", would I expect the service to work?  The answer is also YES.

3.  If you went to see a new movie in 3D and paid for the 3D tickets and then walked into the theatre to see that it's only in 2D, would you approach the manager and ask what happened?  What would you say if they told you, "Oh sorry, the tickets are priced higher for 3D nationwide, but only some theatres are 3D enabled."

If you cannot waive this fee due to the service not being available on Long Island, NY, then please have your supervisor reply back to me going forward.

[me]

From Sprint:

Dear [me],

I certainly appreciate you taking time out of your schedule to respond back and forth with me in regards to the $10.00 HTC EVO premium fee. I would like the opportunity to speak directly with you so I can fully address your inquiries with consistency and clarity. If you would please provide me with your contact number coupled with the most convenient time to contact you, I will be more than happy to block this time off on my schedule. I look forward to speaking with you and addressing your concerns.

My direct contact number is [redacted], Monday through Friday from 10:00AM – 7:00PM EST.

Thank you for contacting Dan@Sprint.com. Enjoy the rest of your day!

Sincerely,
[redacted]
Sprint

I have a date scheduled to speak with them and if they give me permission, I will be uploading the conversation to this website.

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