See, no reason to be sucky. (longish)

[MrSunshineState]

This is most likely the wrong forum for this story, so I apologize in advance. This is a story about me. Where most customers would become instantly sucky and call up a company and scream and swear, I just sent a simple email, knowing billing errors happen.

The backstory:

I have been a customer of Sprint PCS for 6 years. I recently upgraded to the Sanyo Katana II Handset and elected to have the charge for the phone added to my next bill. The total for the phone after tax was around $194 and change ($75 rebate) and my normal phone bill is around $82. So with tax and all I was expecting a phone bill between $280-290. So I look online at my Sprint account is $512. My bill had not yet been printed so I couldn't view it online, so I sent Sprint the following email:

Customer Name: MrSunshineState
Sprint PCS Phone Number: XXXXXXXXXX
Account Number: XXXXXXXXXX
Form: Ask A Question-Manage
Topic: Pricing

Question: I have a feeling I may have been charged twice for my new handset. I
recently upgraded to the Katana II and elected to have the price of the phone
charged to my next invoice. I received a $75 rebate so I think the final price
of the phone with tax was around $194 and my normal bill is around $82 so I was
expecting a bill this month around $280. Currently my bill is reflecting $512.
I had a couple of downloads but nothing more than $3 or $4. Can you please
research this and get back to me? Thanks in advance for your help!

Sprint's response:

Dear MrSunshineState,

Thank you for contacting Sprint. I understand your concern regarding the high
bill. I will surely resolve your concern up to your satisfaction.

I have checked and noticed that the account has been charged incorrectly for the
cancellation fee of $200.00. I sincerely apologize for the inconvenience caused
to you due to these charges. Please be assured as the phone charge was correct
on the account.

However, please need not worry as I have corrected the charges on the account.
Also, I have applied the credit of $200.00 along with the taxes on the account
to avoid further inconvenience. Now, the account balance is $282.14.

Once again I apologize for the inconvenience you have experienced due to the
high charges.

Thank you for emailing us. Please feel free to write back if you have any other
questions. Have a great day!



Where most people elect to be sucky, I remained civil and they still fixed my problem. No need to scream, cry, or curse.

[Broomjockey]

You know, I betcha it got fixed faster for the politeness too. Otherwise it probably would go on the "Solve during the next Ice Age" pile until you called in. I think that polite behaviour makes people WANT to help you because it is sadly such a novel concept these days.



Edit: Broke 1k posts and never even noticed!

[Boozy]

Where most people elect to be sucky, I remained civil and they still fixed my problem. No need to scream, cry, or curse.

And it helps that you explained your problem clearly, gave them the relevant details needed to help you, and were completely honest about what charges were legitimate.

[Calud]

I work in Online Customer Service for a famous video game and the difference is quite clear.

"Hello, I lost item X arround Y, could you check and restore it, if that is possible? Thanks XXX."

"WHERE IS MY ITEM X?!?! IT WAS IN MY INVENTORY BEFORE NOW ITS NOT! I WANT IT BACK!"

[Becks]

Yaaaaaaaaaaaaaaaay you!!!!!!!!

[Anoki]

You're a million kinds of godly.

[myswtghst]

Yay you. On behalf of all call center reps, I thanks you.

[iradney]

That was a beautiful letter.
Calm, concise, polite and respectful.

Can we clone you???

[Barefootgirl]

Here's your halo. Don't forget to duck as you go through low doorways