More Sprint Follow-Up

Continuing with the issue I'm having with Sprint billing me for using my "unlimited" messaging plan... Catch up here.

The lady who called me last Friday, called back today as promised.  I have to give her credit for that.  However, I think she's missing the point of the whole issue.  I'm happy to help them figure out what's going wrong, but I don't actually care what's going wrong.  I just want what I'm paying for to work as promised and I'm tired of getting billed extra for actually using my unlimited plan.  I'm also tired of talking about it and not being able to use it while they try and find new ways to prove it's really my fault I'm being charged for using my picture messaging.

This is obviously not a problem I'm alone in (simple google search proves that) and it's wide spread enough that there's more than sufficient evidence that this is not just user error on my part.  I am not accidentally downloading ring tones, music, screen savers or anything else without noticing.  I don't know how to make it any more clear: This is not a problem on my end.  This is a problem on Sprint's end.  I totally understand that their system isn't seeing the data usage I'm incurring as picture mail related, but it is.  Obviously, they wouldn't be charging me the extra data usage if their system was seeing it correctly!  

It is therefore impossible for me to be incurring data charges outside my picture messaging plan (which are supposed to be included).  Either Sprint has a problem differentiating the traffic (most likely), or there is a much, much larger problem in that Sprint has a problem with people's phone's randomly accessing the internet and incurring data fees when people aren't even using them.  This problem is most common (based on simple internet searches) for people with a Rumor or Rant phone.  I have a Rumor.

At one point she indicated that the problem might be because I send the messages to an email address.  My answer to that is Sprint's own FAQ (emphasis mine):

Picture messaging allows you to send a picture taken on your camera phone to friends and family just like sending a text message. You can send picture messages to an email account or another picture message capable phone. To find out if your phone has picture messaging and how to use it, refer to the user guide for your phone

That may very well be true.  That may be how their system is broken, but I still shouldn't be charged for that!

Reasons so far it's my fault (each refuted in turn, leading to the next):

1. I'm not actually paying to send picture messages with the unlimited messaging plan, I'm paying for the ability to send them.  If I want to send them, it costs extra (aka: I have to pay data usage fees.) -- This statement is just plain ridiculous.
2. My daughter must be doing something I don't know about because clearly kids lie (true, however...) -- Sage is 8.  She doesn't use her phone except in my presence and I keep it up unless she asks to use it.
3. I'm receiving picture messages and that's not included.  Receiving picture messages incurs data usage fees. -- I'm not actually receiving any picture messages.
4. I'm sending them the wrong way. I should send them from my phone, not by accessing the picture mail site via my phone. -- I AM sending them straight from my phone; I'm not using the site via my phone.
5. I'm otherwise somehow not sending them correctly.  -- We walked through exactly what I'm doing. I am sending them correctly.
6. It's because I'm sending them to an email address.  -- Sprint's own FAQ says that doesn't matter.
7. The data usage fees don't match up to when you're sending picture mail.

The last one is the latest, and of course impossible for me to refute, since I have no way to verify their data, which I can't see.  Let's assume that's true, though.  Then something's BROKEN.  I know for a fact this isn't me because I am literally doing nothing but making and receiving phone calls, sending and receiving text messages and sending picture mail from my phone.  I have not ever, ever, EVER accessed any internet or data based features other than my picture mail.  Since there's no way to prove that statement (anymore than they can prove theirs re: the times not matching up), we seem to be at an impasse.

The fact of the matter is they wouldn't call it a problem or mistake or bug if it was working correctly.  Something in Sprint's network isn't working correctly.  I get that they can't find it, but I'm tired of talking about it and I'm tired of arguing about it.  It's broken and instead of acknowledging that, I just keep getting more possibilities for ways it's really not broken, but my fault.  I'm getting very tired of it.  

I know that I'm not doing these things, I'm telling them their system is broken, they're providing more proof that it's broken, but don't see it that way because it's only more proof if you believe my statement that I'm not doing anything to incur those charges.  We're stuck in this endless loop.  Never mind that many, many people report this same problem.  My patience on this issue is nearly gone.  At this point I don't even think it's worth continuing the dialog, since it's pretty clear how it's going to keep going.  I'll be switching to Verizon on March 1st, unless by some chance they do start to see there's a problem and take steps to fix it.

ETA:  Sprint contacted The Consumerist in response to them publishing my e-mail.  Their statement does acknowledge there's a problem in "a very small number of cases."  It also indicates that the majority of the time the charges are related to other data usage -- downloading ring tones, checking email etc.  

That's good news because it means I may actually start to get somewhere with this.  It's also bad news because it means it's possible they're just going to stick with the idea that I must be downloading things.  Once more from the top:  I only use my phone to make & receive calls, make & receive texts and send picture messages.  I don't even receive picture messages.  I haven't done anything else with my phone since I got this package.  Period.

*fingers crossed*

Comments

[Marrianne]

[this is good]

Hi

Just bought my daughter the rumor with unlimited text and picture for her 16th birthday and having that problem!!

I'm being charge a data charge and no I don't want the vision data pkg, but I want the unlimited picture I'm paying for!!

I have being in contact with one customer svc person and I have blocked the data but now they are not letting my daughter send pics at all!!!

I will keep you updated too, if I ever get a real answer, and same here, we are not downloading anything at all just trying to send pic to someone else's camera phone. 

[Arie]

I'm so sorry that you're having this problem too!  This is definitely a known issue by Sprint.  They really seem to be incapable of fixing this as I'm actually *still* having this issue and have to have an executive services person credit my bill every month.  Keep pushing.  The front line customer service, including "supervisors," is either unwilling or unable (probably poor training or knowledge of the issue) to help.  If you don't get a satisfactory response from front line CS, use this list to contact someone higher up: http://consumerist.com/368171/email-addresses-for-sprints-board-of-directors .

[Marrianne]

Arie

Thanks, it so frustrating!!

I just want to be able to snap a pic and send it to someone's phone, that's it pretty simple....it's seems our friends, who are receiving it aren't having a problem with their Verizon and ATT lines.

Hopefully someone will tell us when they plan on fixing this problem and how long it will take....just a good honest answer would be nice.

Marrianne

[Marrianne]

Okay here is the answer I recieved(again) so I'm testing it once more and if there is a data charge I told them they better remove it ASAP.

SPRINT ANSWER:

Thank you for your reply.

The $49.99 Everything Messaging 450 plan includes unlimited picture mail
service.

[Arie]

It sounds like you're getting the exact same run around I got until I decided to email the board of directors.  I'd suggest that if you're still seeing data charges, you go ahead and go over their heads.

[Marrianne]

Thanks Arie, will do -- anyone in particular or just pick an email address?

 

[Arie]

I emailed them all.  Wrote one email and cc-d the whole list.  I got one bounce back (don't remember which one) and the rest went through.  After that someone higher up contacted me and I've just been working with her.  It was frustrating at first as we had to go through the whole "is this really my fault" process before we got to "hey, there's really a problem here!" but she's been great ever since with making sure my bill is right.  They did finally admit there's a problem, but every "fix" hasn't actually fixed it, so.

[Marrianne]

Thanks, I'll try that and keep my fingers crossed.  I wish I had looked up about the Sprint Rumor before I purchased it.  I had asked in the Sprint store if there were any problems that I should know about and of course, they said no.

Thanks again have a good week.

M

[Steve]

[this is good]

We purchased a Samsung Rant with everything messaging for my son in April and received our first bill with the data charge.

[Steve]

We purchased a Samsung Rant with everything messaging for my son in April and received our first bill with the data charge.  The Sprint rep (chat) said it is a data charge related to picture mail and sent me the link to show my son how to correctly send picts.  The directions show how to use the included picture mail, but somehow we are still being charged following Spints directions.  The Sprint rep actually said that this plan can be tricky.  How do we get this data charge ($75) removed and avoid getting the run around?  So far I feel like we are talking in circles with no results.

Thanks.  Sorry to resend

[Arie]

I'm so sorry to read that Sprint is STILL doing this to people.

The only way I found to get the data charges removed was to be very, very loud and to contact the BBB, the FCC and the board of directors directly with my complaint. 

File a complaint with the BBB online here: https://odr.bbb.org/odrweb/public/GetStarted.aspx

File a complaint with the FCC online here: http://esupport.fcc.gov/complaints.htm

A list of email address for the board of directions is here: http://consumerist.com/368171/email-addresses-for-sprints-board-of-directors  I emailed them all, a couple of the addresses bounced, but the rest got through.

Keep your complaints concise and factual (not emotional).  Be clear about what you want -- the charges removed and not to get any more charges.  Also, a google search will show you that Sprint is WELL aware of this issue and that their current system for dealing with this is to deny, deny, deny until the person gets loud enough that they can't.

After I did all that someone with executive services contacted me and I continued to get the run around with her until she finally ran out of excuses and had to remove the charges.  She had to keep removing them until I finally gave up and canceled my contract 6 months early.  I was so sick of it by that point and it was clear Sprint really couldn't sell the product that were trying to sell because of how their system works.  Be careful if you cancel, if you've just paid your bill they will NOT credit any left overs toward your cancellation fee.  I had to call the executive services lady to have them credit it.  I also asked for them to remove the fee altogether since the reason I was canceling was what I felt was Sprint's material breach of contract -- they were selling me something that didn't exist.  The best I got was for her to take another $50 off the cancellation fee, but still it's worth pressing the issue if you decide to cancel.

I switched to Verizon and we got better phones -- two smart phones and a regular phone -- and a better plan -- two data plans for the smart phones and 1400 shared anytime minutes for all three lines, plus we have 10 "friends and family" numbers that are always free -- and pay only slightly more than we did with Sprint.  Verizon customer service has been absolutely awesome the 2 times I had to contact them.  Took care of answering my questions and my one problem instantly without giving me any run around on the first call, with the first person I spoke to.  We didn't have to get the more expensive plan, we could have switched and paid about the same as we were with Sprint if we hadn't gotten the smart phones.

[Suz]

[this is good]

PLEASE NOTE:

[Suz]

PLEASE NOTE:  This is NOT a problem exclusive of Rant and/or Rumor Phones, etc.  I have been charged for this very thing over and over again.  I switched from a LG Lotus to a Sanyo and the 2nd line is a Samsung.  ALL of these were being charged data usage for sending and receiving Picture mail (NOT using the Internet-Not accessing links, etc- Following EVERY RULE they keep making up along the way).  Everyone gives different answers.    I tell yah; I am pretty laid back, but Sprint actually makes me burn up with Anger.  This is on purpose; I have no doubt.  They are FRAUDULANTLY charging people for this.  Not only is is deceptive by getting you to pay for the Higher Plan Rate (everything messaging family) , but just plain WRONG.