Best Buy’s website shows $10 is for “4G Premium Data”
Posted by Brian - ExplainTheFee.com
If you go to bestbuy.com and browse to their mobile phone section, you'll see that when you select to order the HTC EVO online, you'll be taken to the "add-on" section. You might notice something "odd" here though..
Best Buy shows that the device requires the following add-on:
"4G Premium Data"
What is "4G Premium Data"? Is this a new tier service? Is this different than "Premium Data"? Is this labeled wrong? Is this confusing customers?
We have been told numerous times that the $10 data add-on is not associated with 4G. This has been stated multiple times and even in the response I received from my BBB complaint:
However, the $10.00 premium data add-on is not a charge for 4G service.
I emailed Sprint to find out their answer, let's see what they say!
[Thanks to Reader: Daniel for the tip!]
Talk about an “Epic” Fail!
Posted by Brian - ExplainTheFee.com
It was recently announced by engadget.com that Sprint's new phone, the Epic 4G, will require the $10 Premium Data add-on. This shouldn't surprise anyone, as this is what everyone thought would happen when the next line of 4G capable phones came out. The HTC EVO 4G was the first phone that Sprint offered that required the "data" add-on, but now the newest, latest and greatest phone is being released and it's also requiring this mandatory "add-on".
This diagram, which appears to be from an official Sprint source, shows that the Epic 4G will require the "Premium Data" charge. If this is true, this confirms what I thought all along; Dan Hesse made a mistake at CTIA 2010.
[via engadget.com - sorry it's small!]
Dan was quoted at CTIA 2010 by saying that 4G will be provided for FREE, as it costs the company less money to provide this service to it's customers. When Mr. Hesse stated this, it closed the door for Sprint to charge extra for any type of 4G service. How could they possibly come out and announce that their plans would now require an extra "fee" for 4G when their CEO said otherwise? It would be PR suicide! Because of that comment, they could never label any type of extra charge for 4G.
Of course, a business is about making a profit. You can't survive without making money, so when someone asked, "Well, how.. do we make more!?" they came up with something phenomenal. The Marketing Powers got together and realized that if they charged a required fee for their newest phones and labeled it a "Premium" service, they could tack this on to any phone and spit out some techno-babble and the "non-power user", or typical user, would flock to the phone and wouldn't care about any extra charge! Why care?! It's a great deal!! Check out any forum or read the wonderful "Pro-Fee" comments on their facebook page! People LOVE paying for the phone, it's so great and cheaper than everyone else, why not pay, right? THIS IS WRONG! People..Don't pay for something, just because! It's your right as the consumer to know what it is that you're spending your hard earned money for!
Please, if you're reading this, try and talk to your friends, family or even co-workers that has the EVO/Epic and ask - "Do you honestly know what the fee is for?" If more people confront Sprint about the lack of explanation of this, then we'll get an answer. But if we just roll over and let them charge us for something and provide illogical responses, and fail to explain this fee using SIMPLE wording, then how will things ever change? Companies are starting to charge for ANYTHING they can, because people just stop caring! People just pay it, because it's easier to do so. It's sad how many people are just so apathetic to this.
So, what did everyone start paying for on June 4th, according to Sprint's "Premium Data" definition?
1. Wicked Fast processor [from Sprint.com]
2. Over-sized Screen [from Sprint.com]
3. Ability to take High-Quality pics [from Sprint.com]
4. Unlimited data usage while in the 3G/4G network [quoted from BBB response]
5. Rich Data experience by having the ability to use the following applications: QIK, Sprint's TeleNav, Google Maps and Sprint Football Live, in addition to updated websites like YouTube, ESPN and Google.com. [quoted from BBB response]
6. Kickstand [EVO 4G playbook]
So, if we break this down between the two devices, you might start to see..... a flaw.
How can they state that "Premium Data", which according to Sprint is an ADD-ON - such as Road Side Assistance, would be different from device to device? Shouldn't an "add-on" be standard? How can two phones, with two totally different technical specifications be described with the same wording?
1. Wicked fast processor.
What is the speed of "wicked"? Is that just a blanket statement for phones that are 1GHz? Snapdragon vs. Hummingbird explanation. Question: Does loading apps faster (read: Calculator) use data?
2. Over-sized screen
What is over-sized? Is the Droid X's 4.4" screen over-sized, or is the Epic 4G's 4" screen over-sized? Wait, don't forget the EVO's 4.3" screen!! Question: Does a screen use data?
3. High-Quality pics
The EVO features a 8MP rear camera and 1.3 front facing camera. The Epic 4G has a 5MP camera and a front facing VGA camera. Yup, the same 5MP picture that the HTC Hero can take AND the Hero doesn't require any extra fee! Question: Does recording HD Video or taking pictures use... data?
4. Unlimited data usage
Really? Hasn't this been clarified here, here, and here? Using "more" data on an unlimited plan doesn't seem like a valid argument. "Sir, you've eaten too much at our all-you-can-eat buffet, that'll be another $10 please".
5. Rich Data experience
This is tricky. What is a "Rich Data" experience? How can you measure an experience? My old phone was a Samsung Moment. I could use QIK, TeleNav, Google Maps, and I'm pretty sure I could browse to google.com! A lot of people are "defending" Sprint by saying that you'll have the ability to send and receive HD video. Ok.. but can I do that in WiFi mode, and not be on Sprint's data network?
6. Kickstand
The Sprint PR people love this. They tell us that we'll end up losing ourselves in our data surfing, and due to this we can kick back and enjoy movies by using our kickstand. Where's the Epic 4G's kickstand? "Control-F" the Word "Kickstand"
Sprint, again.. here we are, breaking down your "Premium Data" add-on fee, and as I write this, I get more confused.
Why are we trying to justify what "Premium Data" is or does, by talking about HARDWARE FEATURES?
I am honestly glad that this was announced, in the following weeks we'll hopefully see more e-mail responses from Dan@Sprint.com. The question is no longer, "What is Premium Data", it's.. "What is Premium Data for [insert phone]?"
Gone are the days of simplicity. Funny, because my plan is named "Simply Everything".
Sprint responds to my BBB complaint..
Posted by Brian - ExplainTheFee.com
So.. I got a response to my BBB complaint! I figured that a response to the BBB might actually give us a little more information about this fee. What I got in return though was unbelievable.
Re: BBB Complaint #######, ----- ------
Sprint Nextel Account #########
Sprint Nextel Case ######Dear BBB,
The inquiry referenced above has been forwarded for our review. We appreciate your assistance in bringing our customers' concerns to our attention.
In his correspondence, Mr. ******* expressed his dissatisfaction with Sprint Nextel's policy regarding the $10.00 premium data add-on associated with the new HTC EVO handset. According to Mr. *******, he feels it is an unfair business practice for Sprint Nextel to configure the aforementioned add-on associated with the HTC EVO if he is not even in a 4G coverage area to take advantage of coverage and service.
Please note that Sprint Nextel has reviewed Mr. *******'s concerns thoroughly and appreciates his feedback regarding the $10.00 premium data add-on associated with the HTC EVO. However, the $10.00 premium data add-on is not a charge for 4G service. The $10.00 premium data add-on is for unlimited data usage while in 3G/4G Sprint network area. The aforementioned add-on represents the rich data experience that HTC EVO 4G provides whether in 3G or 4G area on Sprint's network with applications such as QIK, Sprint's TeleNav, Google Maps and Sprint Football Live, in addition to updated websites like YouTube, ESPN and Google.com.
If Mr. ******* does not agree with the $10 premium data add-on associated with the HTC EVO, Sprint Nextel also offers handsets such as the HTC Hero, Samsung Moment, (with Android 2.1) Palm Pre, Samsung Instinct, Instinct S30, and the Instinct HD with one of our Simply Everything plans associated with data starting at $69.99 per month. Please be advised that the $10.00 premium data add-on is not associated with the aforementioned devices. Information regarding handsets, requirements, price plans, etc can be located at www.sprint.com.If I may be of further assistance with this matter, please contact us by calling the Sprint Executive & Regulatory Services Department toll-free at 1-###-###-#### or you can contact me directly at (###)###-####. We are available Monday through Friday from 7 a.m. to 5 p.m., Central Time.
Sincerely,
*******
Executive Services Analyst
Now, as the person who initiated the complaint, I have the option to reply back if I do not agree with the answer provided. This was my response:
To clarify, I do not feel that it is unfair business practice for Sprint Nextel to configure the $10 Premium Data add-on if I am not in a 4G coverage area. Although, I do feel that it is unfair business practice for Sprint Nextel to charge $10 for their Premium Data add-on as their definition on their website is unclear.
http://shop.sprint.com/en/stores/popups/premium_data_popup.shtml describes what the Premium Data add-on provides:
- A wicked fast processor to make your apps run smoother and faster on our Sprint 3G and 4G network
- Top quality media experience with oversized screen, high resolution video and HD recording
- High-quality pics to snap and share with friends and family
As you can see, they state that the "Premium Data" add-on is justified by a "wicked fast" processor of the phone that I purchased. Also, an "oversized screen" and the ability to snap high-quality pics.
I inquired with Sprint.com on their chat support and they confirmed 5 times that the "Premium Data" add-on is for the hardware of the phone that I bought. There is no mention of "data". See (http://explainthefee.com/2010/06/08/sprint-explains-the-fee-well-kinda/).
Sprint Nextel's response that the $10.00 premium data add-on is for unlimited data in the 3G area is shocking. According to Sprint Nextel's terms of service there is NO "limited" or "cap" on the data with their phone plans.
Terms of service: https://manage.sprintpcs.com/output/en_US/manage/MyPhoneandPlan/ChangePlans/popLegalTermsPrivacy.htm
Data Usage Limitation (Mobile Broadband Cards, USB Modems, Imbedded Modems and Phone-As-Modem): The amount of data transmitted over our network is measured in kilobytes (KB), megabytes (MB) or gigabytes (GB). Sprint reserves the right to limit throughput speeds or amount of data transferred; and to deny, terminate, modify, disconnect or suspend service if usage either exceeds (a.) 5GB/month in total, unless specified otherwise or (b.) 300MB/month while off-network roaming. 1024 KB equal 1 MB. 1024 MB equal 1 GB.
I also asked another Sprint.com chat rep about this as well on 5/30/10 where they stated that there is NO cap:
3:29:55 PM : Me: Can you answer this? Will the data card be capped at 5GB and will the phone be capped at 5GB if I have the Unlimited Data plan for 69.99?
3:30:26 PM : Robin S.: The data card has a cap of 5GB on the 3G network.
3:30:35 PM : Me: Does the phone have the same cap?
3:30:40 PM : Robin S.: However, the phone does not have such cap.
3:31:05 PM : Robin S.: You can use Unlimited Data on your phone with the $69.99 Everything Data plan.
-----------------
If Sprint states that the $10 data add-on is for UNLIMITED data, why does the terms of service state that there is no cap, and Sprint Nextel reps also state that there is also no cap.
Sprint has also stated that the add-on provides the following applications: QIK, Sprint's TeleNav, Google Maps, Sprint Football Live, in addition to updated websites like YouTube, ESPN, and google.com. How does this add-on provide these? Can this be clarified? I currently have the Sprint Samsung Moment, and all of these applications and websites are available on this phone AND I am not paying an extra $10 for the Premium Data add-on.
In addition to this BBB complaint, I have been in contact with reps from the CEO's office by emailing Dan@Sprint.com. They have replied to me and after a 2 hour conversation they stated that they would have their management team contact me. 30 days have passed and I have not received any contact from anyone regarding this. I have sent a follow up email regarding the lack of response, and am waiting to hear back from someone.
Simply put, Sprint clearly defines the $10 "Premium Data" add-on as hardware features of the phone, as supported by their definition on Sprint.com. They also have confirmed this via the Chat support where I asked 5 times if the fee is for the hardware features.
In addition to them defining the "data" add-on as "hardware" features of the phone, they state that you get unlimited usage on an already unlimited plan. Since they mention these applications in a response to a BBB complaint, you would assume that these are exclusive to the "Premium Data", but this is incorrect. You can access these applications and use these websites without any additional fee on other devices that do not require this "Data" add-on.
I am requesting to have the terms that Sprint uses for this "Data" add-on defined:
How fast is "wicked fast"? What defines an "oversized screen"? What is "high quality" pictures? Why can I access the "exclusive" applications on other phones that do not require the "Premium Data" add-on?
Also, on 6/28/10 Sprint released information on their new phone "Epic 4G". This phone has different technical specifications than the EVO 4G, but to be pro-active, in the event that Epic 4G requires any additional "Premium Data" charge, can this be defined as well for this device?
Thank you,
explainthefee.com
Let's see what their response is.. but seriously? They're telling the BBB that the "Premium Data" fee allows you to use google.com and google maps? Really?!
- A wicked fast processor to make your apps run smoother and faster on our Sprint 3G and 4G network
- Top quality media experience with oversized screen, high resolution video and HD recording
- High-quality pics to snap and share with friends and family
3:30:26 PM : Robin S.: The data card has a cap of 5GB on the 3G network.
3:30:35 PM : Me: Does the phone have the same cap?
3:30:40 PM : Robin S.: However, the phone does not have such cap.
3:31:05 PM : Robin S.: You can use Unlimited Data on your phone with the $69.99 Everything Data plan.
Radio Shack Employee is honest. He can’t explain the fee..
Posted by Brian - ExplainTheFee.com
As consumers, we look to the sales people of the world for the answers to our questions regarding our purchases. When you walk into Sears and look at the washers and dryers, you expect them to be able to tell you how many loads it can wash, or how long the delicate cycle is, etc. It's what they're there for. Companies ensure that their sales personnel are familiar with all of the products and can answer any question that's asked.
This is why we have sales representatives. They represent the Company name, they are the face of the company. So what happens when the person who is supposed to have the answers, doesn't? What happens when the people that are supposed to be able to answer any question about a product, have their own questions.. and just can't get the answer they're looking for?
I am a Radio Shack employee in ------------, CA, and as you may know, Radio Shack provides customers with service for Sprint, along with their top tier phones such as the HTC EVO! When I heard about this phone, I think I might have quite literally began to salivate in my own store. This phone is incredible (no offense to the HTC Incredible, of course), it essentially does everything a cell phone user would ever want their device to do.
My last statement is exactly how I pitch a sale for an HTC Evo. I am currently with AT&T, and I own a Blackberry 8900, it has served me well but I think it is time to move on. Also, I am on an AT&T cooperate plan, I pay $30 a month for essentially unlimited everything! I've seen the responses that Sprint has given customers when they defend their pricing by a comparison to a competitor, but nothing beats that. The Evo in my opinion is the phone that will make me leave AT&T after 5 years of service, join Sprint and enjoy the hell out of it!
Customers constantly ask me, what is the $10 fee for at work, and I feel bad, because I believe I am adding to the problem, yet I am just misinformed. I tell them most of the time that its for usage of the 4G service when it clearly isn't, even Dan Hesse says 4G is free. Unfortunately, to avoid a headache I go with that. The other day at work I asked my general manager, what's the deal with the fee? He told me it was because the Evo has all the new features (1GHz SnapDragon, screen, ect.). I asked him why I would pay more for hardware when I have purchased the phone. He didn't know. He was stumped.
I later saw my Sprint Rep come into our store. I began to ask him questions pertaining to the matter. He tried to defend Sprint as well as he could, but his reasoning was illogical and seemed to look after the companies best interests as opposed to the consumer, which I think is a sin in customer service. So here I am, I play with this phone day in and day out. I'm willing to leave my $30 unlimited everything cooperate plan with AT&T to pay $69.99 with Sprint. However, this $10 fee seems to be the deal breaker for me. Many people argue with me it's just $10, but it adds up, and we pay it for an inexplicable reason. What I begin to wonder now is, when Sprint releases new 4G phones, how will they react when they notice that a foot has been inserted in their mouths and they're contradicting themselves all the time. I guess until I see a light at the end of the tunnel, with no $10 fee, I will just dream of what could have been.
Sincerely,
A consumer/employee Sprint is missing out on!
Thank you sir, for your honesty. I appreciate the value of this more than you can imagine.
Sprint, your own sales people aren't sure what the fee is for! If they can't get a simple answer to answer the simple questions that the people walking into their stores are asking, what do you expect!?
We need a better understanding other than the "best data experience ever", because last time I checked, there's similar phones out there now that do not require any "extra" add-on...
Sprint, just "explain the fee" already.. in terms that everyone can understand!
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