Sprint says “Premium Data” is for “Shrimp and Crab”.
Posted by Brian - ExplainTheFee.com
This is a phone conversation that took place on July 1st, 2010, between myself and a Sprint Executive Analyst. This conversation took place due to my complaint at the Better Business Bureau. I was asked to speak with them, so that we can talk about my complaint.
The person I am speaking with is who responds to the BBB complaints and other inquiries with the executive offices. This isn't a regular call center Supervisor, this isn't a Sprint.com/chat Supervisor.. this is Sprint's "voice of the company" department.
I have provided a transcript here and also added the transcript in the video.
It's a little long, but it's .. a great listen.
.
.
Highlights:
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7:02 minutes
Sprint: [..] the fee was decided at a last minute, just because of the amount of data that we expect you using the EVO.
20:30 minutes
Me: [..] it appears that the manufacturer of the phone is describing their device, and you are in addition describing the device as well, is the customer who is paying the $10 fee for premium data, are they paying for a hardware device for everything month for $10 dollars?
Sprint: it’s the amount of data, it’s the additional amount of the data that they'll be using on our network because of that processor.
Me: so, would the speed of the processor of the hardware processor, which was described to me by the Public Relations manager and let me see if I can quote her, she stated that the.. the super-fast snapdragon processor, it includes a camera, it includes a super-fast snapdragon processor so that navigation on the phone is quicker and the apps load faster, so does the phone as described by her, it what she is basically saying is that the apps will load faster, because that’s what a processor does, not necessarily data usage
Sprint: [mumbled] and therefore, you would be able to multi-task, and use data on multiple applications at the same time, and on other phones, you would not be able to do that.
38:00 minutes:
Me: Your reply to me is that the $10, the $10 premium data add-on is for unlimited data usage, my plan already has unlimited data, what would be the difference between this and I went to say, an all you can eat buffet, that was basically all you can eat, and this term, this is all you can use, what is, why would the $10 premium data fee ensure that I have unlimited data?
Sprint: it would be for shrimp and crab.
Me: OK um..
Sprint: The shrimp and crab is not included in the regular buffet.
Me: OK, what is shrimp and crab, what is the comparison to shrimp and crab on the HTC EVO?
Sprint: the high quality video, like I said, the YouTube application, it’s the other phones have, they do have the YouTube applications, they do have the ESPN and things like that,the ESPN that you’d be able to stream on the EVO is different , it’s higher quality, like I said, it requires more data, when you’re using that actual feature.
39:50 minutes
Me: OK and you said that in the applications you can use Sprint’s TeleNav, and Google maps, are you aware that the Samsung Moment has those applications as well?
Sprint: Right, but it’s not the same applications, it’s a little bit different.
Me: What is different about it?
Sprint: It has more features and the actual quality of the product is superior to what you have on the Moment.
Me: Because I can see it clearly?
Sprint: Yes.
Me: Using the hardware of the phone that I purchased?
Sprint: Right.
Me: And that’s what the $10 add-on adds?
Sprint: The hardware and network go hand in hand, we’re going to go round in circles, we’re not going to get anywhere, the $10 fee is here to stay, it’s not, I mean it’s not.. we’re not really getting anywhere.
Check out the video or read the transcript. I spoke with his Supervisor a few days later and will be posting that conversation as well... it gets even better.
Note: I am located in New York and New York State Law states that I am able to record this conversation since there was at least one party aware of this recording.
Sprint.com corrects wrong info!
Posted by Brian - ExplainTheFee.com
I spoke with a Senior Executive Analyst yesterday and brought up the fact that Sprint's website is stating that 3G service on the EVO is limited to a 5GB download cap. We ended our conversation and I was advised that he would investigate this issue. I checked out Sprint's website today and amazingly within 24 hours of our phone conversation, the website's incorrect information has been removed!
OLD (prior to 7/14/10):
NEW (7/14/10):
Thanks for fixing your website Sprint! I wonder, how many of your customer's viewed this incorrect information? Kinda scary to think how many actually made the decision to sign up with your company after viewing this information, right?
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Stay tuned! I'll be talking about my two conversations with Sprint's Executive Analysts next!
Updates are coming!
Posted by Brian - ExplainTheFee.com
I've been really busy this last week, but don't worry - I'm currently writing up a few articles regarding two phone conversations that I had with Sprint's Executive Analysts. I've also added into an "About Me/FAQ" section, so please check those out.
I'll be adding more information on how you can fight this fee very shortly, so be on the look out!
Thanks to everyone who has provided me your stories and remember, send me any responses you get!
What does unlimited really mean?
Posted by Brian - ExplainTheFee.com
What does unlimited mean? It's honestly not a hard thing to describe. It's the opposite of something that is "limited".
This is Dictionary.com's definition of unlimited:
un·lim·it·ed
–adjective
1. not limited; unrestricted; unconfined: unlimited trade.
2. boundless; infinite; vast: the unlimited skies.
3. without any qualification or exception; unconditional.
Sprint has stated several times, sometimes sounding like a broken record, but they have clearly stated that there is NO cap on any of their data plans for their phones (not the mobile cards nor USB modems).
So, if they've stated that it's unlimited, you might ask "What's the big deal? It's clearly unlimited!" Well, not so fast! Sprint has been known to throw this "unlimited" term out when defending describing their $10 Premium Data add-on charge. Why would they do that? See, the way that advertising basically works is you throw a whole bunch of shit to the wall and see what sticks. For the advertiser the hope is that most people won't inquire about the terminology and will simply purchase the product. (Ever see that *mouseprint at the bottom of ANY advertisement?)
When a potential customer asks, "What is this $10 I must pay for 'Premium Data'?) The response, typically similar, will sometimes mention that you get unlimited data with the Premium Data. But, wait.. the "data" add-on provides unlimited data?
Let's use the "Simply Everything" plan as an example. Doesn't the PLAN that it's being attached to, provide the unlimited data? Sprint's Press Release of the "Simply Everything" states that it provides unlimited talk, text, and data.
That sounds kind of silly.. Right? Using this logic, does the $10 "Premium Data" also allow you to use unlimited text messages? What about unlimited talk, is that a part of the $10 too?
Why is it that Sprint continues to reply with this response? What would happen if a customer (ex: Jimmy), looked up the HTC EVO plan and saw the description stating that it had unlimited data? Wouldn't Jimmy assume that the other "non-4G" phones have a limit?
If Jimmy went to Sprint.com and clicked on the HTC EVO's Important plan and 4G coverage info, he would notice a nice chart after he clicked on "Speeds" at the top.
Wait, 5GB "MONTHLY DOWNLOAD LIMIT"? Jimmy is confused now.. he's not sure what to do. He doesn't want to get a fine or any extra charge for going over his data and since he's heard so many times that the EVO provides "unlimited" data his most obvious choice is to go with the HTC EVO as it has NO "Monthly Download Limit"!
Now, some people might ask if this chart is maybe for the other 4G devices? Maybe they've linked to the wrong URL! Well, it doesn't appear so, since they've already tailored in the "Premium Data" description under the "4G Plans":
Very confusing right? We can be rest assured these links are for the correct plan, as the URL clearly states: "evo_plan_details.html".
So is it unlimited? Do 3G phones really have a 5GB cap? Does anyone have an answer for Jimmy? Well, actually Jimmy was in luck! While Jimmy was surfing the Sprint.com website, a nice chat representative named James asked him if he needed help!
Jimmy quickly replied, yes! Click the image to read the chat!
So, now Jimmy is confused again. He's told by Sprint.com's website that there is a 5GB limit, but then the chat rep confirmed that there is NO cap!
The last thing the chat rep said to do was contact Sprint! What if he simply sent a BBB complaint? You would expect an official answer, right?
Well, I took the liberty of sending in the BBB complaint the other day for "Jimmy", found in a recent post. Their response to the BBB complaint included this line:
The $10.00 premium data add-on is for unlimited data usage while in 3G/4G Sprint network area.
Yes.. Sprint is telling the BBB that the $10.00 Premium Data add-on is for UNLIMITED Data! But Sprint - if you add this phone to your "Simply Everything" plan, don't you already get UNLIMITED: Text, Talk, and DATA?
If you click on the Samsung Moment's plan details, you'll see this:
OK, so it clearly says Unlimited there - just to clarify!
Sprint - Can you answer the following questions?
Is there any "LIMIT" on any PHONE?
.
If YES - why does everyone continue to say no?
If NO - Why does your HTC EVO description claim that there is one? If all phone plans are unlimited, can you please stop claiming this is a feature of the "Premium Data"? As I previously stated, the definition of "unlimited" is clear. It's infinite, boundless, and unconditional.
I recently spoke with an Executive Analyst as a reply to my BBB complaint. I asked him what unlimited meant and this was his response was that it's for the anticipation of the additional data that an HTC EVO user would use.
Is there maybe a misunderstanding of what the word "unlimited" means? The anticipation.. of additional data.. on an unlimited (infinite, boundless, unconditional) plan, really?
I asked to speak with his superior, so I am going to be speaking with him/her on probably Tuesday, so please read my upcoming posts on this conversation and hopefully we'll get a straight answer!
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