Friday, April 09, 2010

When in Doubt, Ask Questions - Even Sprint Makes Mistakes

Here at 3Gstore, we have a Sprint account with a number of mobile broadband lines on it, and we often do "ESN Swaps" to activate different devices on the lines. ESN swaps do not effect your account - all an ESN swap does is move the service from one device to another.

Since ESN swaps are not supposed to make any changes to the line of service itself, we were surprised to receive a letter in the mail from Sprint notifying us that our contract had been changed and that if we canceled the service before the contract ended, there would be an early termination fee (ETF) of $240. Interestingly, right under that, it said: “An early termination fee of up to $200 may apply to each line on the account if you cancel before your contract end date.”

Hmmm…that doesn’t sound right. Would the ETF be $200 or $240? Sprint's ETF policy has been to charge a maximum of $200 (and after four months, it begins being pro-rated based on how long you've had the service) - we have never heard of a $240 ETF. View the letter below (click the image for a larger view):
We called Sprint to find out what the ETF really is (not that we plan on canceling, but it's always important to know the terms and conditions of your contract!), and they confirmed that the "$240" was simply a typo - Sprint's ETF policy has not changed.

If you see that letter like the one we received in your mail, don't be alarmed - but do pick up the phone and call Sprint at 1-888-211-4727 to confirm the terms of your agreement. The moral of the story is to always ask questions and make sure you are up to date on the terms of your agreement with your service provider - even SPRINT makes mistakes!