Another chat..

Thanks Jorge!

Here is my chat with a Sprint representative when I asked about the fee.

In general, these poor front line staff are not even sure how to justify the fee, so they only point to the features of the phone" instead of giving a clear answer as to why the fee.

Feel free to post the transcript on your website, but please take my email out in order to avoid getting spam

Thanks for your website and hopefully they'll eliminate the fee.

Jorge

Date: Jun 2010 09:53:54 -0700
From: Donotreply@Sprint.com
To: [redacted]
Subject: Sprint chat transcript you requested

Reference Number: 754999523738555508
Your Sprint chat transcript

Agent: Thank you for visiting Sprint. What questions can I answer for you today?

You: Yes, I have a question about the $10.00 premium data fee with the EVO. What is that?

Agent: Please wait while a secure chat connection is established.

Agent: Thank you for your patience. Please continue to wait.

Agent: I would be happy to discuss the Premium data add on fee.

Agent: Let's move this chat and make it a window of its own. It will be out of the way and I can stay with you in case you have any questions or any concerns. Just click on the "Yes" button below and we can continue.

Agent: Thank you for moving the chat.

Agent: It is important that customers know that EVO, offered exclusively through Sprint, provides an incredible multimedia experience unlike any other cell phone out there from any carrier.

Agent: Customers can enjoy these data-rich capabilities for a $10 Premium Data Fee. The data experience of EVO is to be enjoyed by all EVO customers, regardless of 3G or 4G networks.

You: OK, but when I buy the phone I am already paying for the data-rich capability that comes with the phone, so why the extra fee?

Agent: The catchy phrase Web Surfing was coined because web browsers found themselves coasting from one website to the next. With EVO, the data capabilities are so rich, customers may lose themselves in endless surf. EVO users will typically consume more data, and the Premium Data Fee assures they have the bandwidth to do it.

You: But the bandwith plan is unlimited, and included in the plan, so why do I have to pay the fee when I am already getting unlimited data?

Agent: Since we do not want to put a cap on data like other carriers, you will need to add this fee to ensure your phone has all the capabilities and data options you can use unlimited!

Agent: The $10 Premium Data fee is for the rich data experience that EVO provides. Dan Hesse put it best when he described the EVO experience like going from regular TV to a High Definition TV.

Agent: EVO’s features are custom made for data-loving customers. With a 4.3 inch display, watching a YouTube video, or your favorite show on Hulu has never been better. Just pop out the handy kickstand and watch videos on-the-go.

You: but, as I said I will paying for an unlimited data plan. It is a contradiction to pay for an unlimited plan then pay additional $10 for "unlimited data" All the features you mention on the phone are fine, but I am already paying for the phone, so are you charging extra for the features that are already incorporated in the phone and I already paid when I purchased the phone?

Agent: I understand your concern. However, this is the fee required for when you get an EVO.

You: That's fine, but I still don't understand what I am paying here. Is it for an unlimited data plan? Is it for the features of the phone?

Agent: It is for both and everything I have explained in the previous sentences.

You: OK, but that doesn't make sense. If it is for the unlimted data plan, I am already paying for that with the plan. If it is for the features of the phone I am already paying that when I buy the phone, so I really don't understand

Agent: Unfortunately, I do not have any other information to give you as to why the fee. I have provided you with all the information to the best of my knowledge.

You: Is there a supervisor I could chat with that can explain this better to me, so I can understand it?

Agent: I do have a supervisor, however, they will provide you with the same information I have.

You: Can I chat with the supervisor please?

Agent: You will Enjoy UNLIMITED 3G or 4G data with the EVO. (No&nl;5GB cap on-network

You: I understand but I am already paying for the unlimited data plan

You: At least that what you plan sais "Unlimited data"

Agent: Yes it is unlimited data.

Agent: One moment as I get the supervisor for you.

You: Thank you

Agent: You're welcome.

Agent: One moment please.

You: OK

Agent: Thanks for your patience.

Agent: Thank you for your patience. My name is Emanuel, how may I assist you today?

You: Hi Emmanuel. I am trying to figure out what is it that I am exactly paying for when Sprint charges me $10 extra a month for the EVO

You: I am looking at purchasing two phone (both EVO) and then I discovered the $10 premium data fee a month

Agent: I do apologize for any inconvenience, but the $10 premium charge is required for the EVO. But even with the $10 charge, you will still be saving hundreds over the plans offered by competitors.

You: I understand, but what I don't understand is what the fee covers?

Agent: Also, if you don't already have 4g in your area, we are releasing it in more markets.

Agent: May I ask what is your Zip code?

You: 33463

Agent: Currently it is not offered in your area, but when it does arrive you will be covered.

You: so can you explain to me in simple words exactly as to why the fee? Because it looks like a charge for the priveliege of using a phone. Is that correct?

Agent: It is for the enhanced data services.

You: what does that means?

You: Speed?

Agent: The EVO does perform on an enhanced level, even with its data speed.

You: but now you are talking about a feature of the phone, not the data plan

You: so is the fee because of a feature that comes with the phone?

Agent: It is not just for the features of the phone but for the enhanced data experience that the phone provides.

You: what do you mean by "data experience" I really don't understand that part

Agent: I'm sorry if I am not explaining it correctly. But that is all the data that I have on the need for the $10 fee.

You: But can you at least explain what "enhance data experience" means"

Agent: The web on this phone is faster. The bandwidth required for this device is higher then for a normal device.

You: but isn't true that the bandwidth is limited by the 3G capability?

Agent: I am sorry but this is all of the data that I have on the $10 fee. I would be happy to assist you purchasing the EVO if you would like.

Agent: Would you like to go ahead and continue with your order?

You: Emmanuel I wouldn't mind paying for something if I know what exactly I am paying for. You are telling me that the speed on the data plan is faster on the phone, but at the same time, the 3G speed is limited to 3mbits regarless on the phone, so how can this be that the EVO works fasters with the limitation of the 3G?

Agent: I am sorry that I do not have more information for you. You can give Customer Care a call at 1-888-211-4727 and perhaps they will have more information.

Agent: Please keep in mind that if you order online, we do waive the shipping and activation on all phone orders.

You: is there anyone else that I can chat with that perhaps can explain this fee better?

Agent: We have the same information here.

You: hmmm. The problem is that this fee will represent an additional $240 a year (2 phones) That is a lot of money to pay for something I am not even sure what it covers or why am I paying it

Agent: I do understand your concern and I am sorry that I can not fully answer your question.

You: I have googled this fee and it seems that a lot of people are complaying about it. Are you getting a lot of question about this fee? Also, do you think that Sprint might eliminate this fee in the near future?

Agent: We do get several questions about it. I do not believe Sprint will be removing it in the future. Especially with 4g expanding as quickly as it is.

Agent: I know its not an answer to your question, but you still will save much more with one of our plans then the other carriers.

You: Can I make a recommendation? I know you guys only get whatever corporate information sends to you, but you should really make a point with corporate that this fee in unreasonable and you are loosing potentian customers because of it. For me is a deal braker. I am not willing to expend $240 more a year for a fee I don't even know what covers

Agent: I understand, and we have been relaying customers feeling back to them.

Agent: And I am sorry that this would be a deal breaker, it is a great phone and the prices are still great.

You: Good, hopefully they'll respond to it. I love the phone, but as I said $10 extra a month for the privilege of using a phone that I already paid for it is too much.

You: Thanks for your help. and please do let corporate know about this issue

Agent: Thank you for your patience and I sure will relay this info to them.

Agent: Is there anything else I can assist you with?

You: One last thing. Is there an email address I can use to communicate with the corporate office and give them my feedback about this issue?

Agent: If you would like to write to Sprint, you can address your letters to Sprint Nextel Corporation 2001 Edmund Halley Dr. Reston VA 20191.

You: no corporate email address?

Agent: I'm sorry, but we do not have an email address.

You: That's ok. Thank you for your help

Agent: My pleasure.

Agent: Thank you for visiting www.sprint.com. We value your opinion and would appreciate if you can take a moment to respond to a brief survey about your chat experience. Click Here To Start The Survey.

Agent: Agent ends cobrowse session

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