Cell phones forum: Sprint Representative Ignoring Me and Refusing to Unlock

by: BillJr106 January 22, 2014 1:21 PM PST

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Sprint Representative Ignoring Me and Refusing to Unlock

by BillJr106 - 1/22/14 1:21 PM

Sprint: We received your information and will connect you with a Chat Specialist soon.
Rachel T: Thank you for contacting Sprint, my name is Rachel T. I am happy to help you today.
You: Hi Rachel
Rachel T: Hello William!
Rachel T: Please give me a moment to review your account.
You: no problem happy than kyou
Rachel T: You are welcome.
Rachel T: As I understand you right, you would like to unlock your iPhone, am I right?
You: Correct
Rachel T: Ok.
Rachel T: Thank you for waiting.
You: no problem, thank you for helping happy
Rachel T: You are welcome.
Rachel T: William, I have checked the details for you in this regard.
Rachel T: We are from Sprint. And technically we are not able to unlock the iPhones for domestic use.
Rachel T: You can visit the nearby Apple store for it.
Rachel T: We have a dedicated international department to help you with unlocking the iPhone.
Rachel T: You can contact them for International Roaming ? Dial 888.226.7212, option 2. Available 24 Hours a Day, 7 Days a Week .
You: The CTIA responded Thursday agreeing to adopt a voluntary commitment to unlocking consumer cellphones. In a statement accompanying the letter, the CTIA said in part:

We are pleased to announce AT&T, Sprint, T-Mobile, U.S. Cellular and Verizon Wireless agreed to adopt a voluntary set of six principles for unlocking of consumers' mobile phones and tablets.

U.S. wireless carriers have agreed to six principles regarding unlocking cellphones and tablets.

Disclosure: Each carrier will have to explain its policy on unlocking clearly and concisely on its website.

Prepaid Unlocking Policy: Carriers will unlock prepaid mobile devices upon request, no later than one year after the initial activation.

Postpaid Unlocking Policy: Carriers will unlock or provide necessary information to unlock their devices to customers and former customers after the completion of a service contract, device financing plan or the payment of an early termination fee.

Notice: Carriers that lock devices have to notify customers that they are eligible to unlock their devices when eligibility occurs or will automatically unlock devices remotely when they are eligible.

Response Time: Carriers will unlock eligible devices within two business days of receiving a request.

Deployed Personnel Unlocking Policy: Carriers will unlock mobile devices for deployed military personnel for customers in good standing.
Rachel T: I wish I could unlock the phone, but we are not equipped to unlock the iPhones.
You: So according to the CTIA and FCC Sprint has adopted a policy as per law to provide unlocking instructions after completion of contract
Rachel T: You need to contact Apple for it.
You: before I go any further, I would just like to verify, you are telling me Sprint will not comply with assisting me in unlocking my phone ?
Rachel T: I know your time is valuable and I would like to assist you in resolving any questions you have. Would you like to continue chatting with me today?
You: I asked a question.
You: I read a FAQ on Sprints website that states I am to ask about unlocking my phone
You: CTIA passed an Unlock Ban law that says the devices are ours, and Sprint complied
You: are you telling me you are unable to assist me with the unlocking of my phone?
You: or unwilling to instruct me with the proper information on how to do so
You: FYI there is legislation in place stating that you must comply
You: effective Dec 12
You: 2013
Rachel T: I haven't received a response from you so I will be disconnecting our chat. If you require additional assistance, please visit sprint.com. Thank you for your business. You'll receive an email transcript of our chat after the session ends.
You: So you are ignoring me?
You: I will be filing a complaint with this log
You: Why are you not responding?
Rachel T: To save a hard copy of this chat, press the print button at the top of the chat window.
You: no thank you
You: i am still awaiting response
You: that closes my chat window as you are fully aware
You: is there a reason you are unwilling to answer my questions?
Rachel T: I can see that you're still typing. Do you have any questions that I can answer?
You: How do I unlock my phone that has completed contract and under CTIA guidelines Sprint has agreed to allow me to unlock?

At this point the Representative terminated my session.

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