Like countless people, I often get frustrated at Sprint. If it isn't them charging me the wrong price for something, suddenly activating a fee/feature I didn't authorize or telling me the wrong thing it is usually me going round and round with them on some topic.
I recently wanted to upgrade my parents to a PDA phone and was confused by their data plans ontop of their standard Family plan. In trying to figure this out, I attempted to chat with a represenative. Below is my conversation which wound up taking 45 minutes and I feel like I still didn't get an answer I was sure was correct.
The jist of the chat is that I asked what option I needed to pay for to get ActiveSync working over the cell phone line. At first, the represenative was talking about everything but what I asked them about. Then they told me the something that didn't seem right to me..and were a little taken aback that I would question them. They then “corrected“ themselves and said that I probably needed to chose a different option they were previously sure was the correct option for me. After pressing them to be sure, they came back and said they were sure. Suffice it to say, I wasn't confident I got the right answer to my simple question--even after talking with a supposed Sprint expert for 45 minutes.
Agent: Hello, I'm a Sprint products and services expert. May I help you pick the plan that is best for you?
You: Sure. I don't understand the data plans.
Agent: I can help you with that. First; may I move this chat to the top of the window? It will be out of the way and I can stay with you in case you run into any problems or if you have any questions, okay?
You: ...or rather the data add-ons for the family plans.
You: Sure
Agent: Can you see the page below?
You: No. Just the chat window.
You: But that is fine.
You: I am interested in the Moto Q PDA phone.
Agent: Are you interested in an individual plan, a family plan, or a plan with free incoming calls?
You: I mentioned it earlier, I am interested in the family plan.
Agent: Great!
Agent: Our Sprint Power Pack Family Plan includes unlimited Sprint mobile-to-mobile calling, unlimited Nights and Weekends starting at 7PM, free long distance on our nationwide network, no roaming charges and no huge overages.
You: ...with one of the lines being setup for the Moto Q PDA phone.
Agent: Alright.
Agent: We can setup each line individually for you if you like.
Agent: How many lines will you need?
You: Please listen to my questions and don't tell me about other things I don't care about.
You: I am asking you about the data add on options
You: I see there are two options for this phone: (1) $15/month and (2) $39/month.
Agent: You can add that in the upgrades page.
Agent: The $39.99 plan is for the phone as a modem plan.
Agent: With Sprint Vision Access Pack you get unlimited data access and data browsing, picture mail, Sprint TV Improved, Sprint Music, Sprint Mobile E-Mail, NFL Mobile, Sprint Radio, and Pay per Day Sprint Navigation. You get all this for $15 per month.
Agent: Your Sprint Power Vision phone can be a high-speed Internet connection for your laptop computer anywhere on the Sprint Power Vision Network. Simply connect your Power Vision phone using a USB cable or the built-in connection on Bluetooth-enabled phones.
Agent: Includes Web access, Sprint PCS Picture Mail, Sprint PCS Video Mail, Sprint TV (based on devices capability), SMS and wireless e-mail.
You: If I am interested in syncing the PDA phone with my Exchange [Email] Server over the cell phone signal can I get the $15/month option.
Agent: Yes, you can access your E-mail on your phone anywhere. With unlimited data access on this phone you can browse endlessly.
Agent: You need a voice plan with the phone as wel.
Agent: Have you already selected the phone or the plan?
You: I am a little concerned what you are telling me isn't correct.
Agent: What do you mean?
You: How does Sprint limit the the ability of me to use that phone as a modem for my laptop with the $15/month plan?
Agent: Phone As A Modem requires a Sprint PCS Voice Plan and a 2-year subscription agreement on the same device. Promotional Offer Unlimited $39.99 per month.
Agent: You have to pay that to use your phone as a modem.
Agent: However, the $15.00 plan gives you unlimited browsing on the phon itself.
Agent: Using it as a modem is for a laptop.
Agent: Does that make sense?
Agent: Are you still with me?
You: No that doesn't make sense. Currently, I have the earlier version of the Mogul HTC and have the $15/month plan. This allows me to sync with my Exchange email server and connect my computer (via bluetooth) to the internet through this phone. I do not have the $39/month plan. TMobile and Verizion limit the PDA phones ability to do anything more than web browsing at the data connection level which therefore blocks the ability to do active-sync over the cell phone signal.
You: What I am afraid of is that the $15/month option is the same.
Agent: You can sync with the $15.00 plan.
You: OK, so are you telling me that Sprint blocks the ability to connect to the laptop at the PHONE level or at the Cell phone signal level?
Agent: I think you don't even need the plan to sync your phone. You just need it to access the internet on your phone for less.
You: ...and if I try to connect to my laptop to the cell phone to use the internet AND I have the $15/month plan what happens?
Agent: You won't be charged extra for surfing on your phone.
You: That is true, the phone has an option to sync via a USB cable...but that is NOT why I would get the phone. I would get the phone to do ActiveSync while I am on the go.
Agent: Yes, as long as it has bluetooth it will work. That is not an extra charge.
Agent: So you already have the phone?
You: Ok, let me try this again. I want to do ActiveSync over the cell phone signal. I am not concerned with doing ActiveSync over USB or Bluetooth.
You: Although this is a bit moot, I am asking these questions because I want to expand my parent's plan to give them the features I have on my plan.
Agent: Oh, I see. I don't know that the phones can do that. It woudl require a direct network connection. That is why it must be bluetooth or USB.
You: So, you are telling me that ActiveSync over the Cell Phone data signal works with the $15/plan.
You: The phone can do that.
Agent: If the phone can do that then it would require the $15.00 plan, yes. I am not sure if that is a feature included with the PRO pack.
You: What is the PRO pack?
Agent: With Sprint Power vision Pro Pack you get unlimited text messaging, unlimited data access; web browsing, email, Sprint Picture Mail/Video Mail, On Demand, NFL Mobile, Sprint TV and Active Sync for $30 per month.
Agent: I believe that you need this plan for that feature.
Agent: Are you currently a Sprint or Nextel customer?
You: If you visit: http://direct.motorola.com/ENS/q-email-setup-activesync.asp?Country=USA&language=ENS&productid=30419 you will see instructions on how to setup active sync for the phone I am talking about over the cell phone connection. The part at the bottom (in gray) is what I am concered about: : Certain mobile phone features are dependent on the capabilities and settings of your service provider's network. Additionally, certain features may not be activated by your service provider, and/or their network settings may limit the feature's functionality. Always contact your service provider about feature availability and functionality. All features, functionality and other product specifications are based upon the latest available information and are believed to be accurate; however such product specifications are subject to change without notice or obligation.
Agent: Great!
Agent: So I guess that Active Sync is only lincluded with the PRO pack.
You: I am a customer and my parents are a customer.
Agent: Okay, so you were wanting to upgrade your phone?
You: You guess?
Agent: I just talked with my manager.
Agent: Only the PRO Pack an the Ultimate Pack have that feature.
You: Ok, to be perfectly honest, I appreciate your help. But, I don't have a lot of confidence in what you told me.
Agent: With Sprint Power vision Ultimate Pack you get, Sprint TV Premier, Sprint Music Premier and unlimited Sprint Navigation. You also get the basics: Unlimited Data Access, Unlimited Web Browsing, Picture Mail, Sprint Mobile Email, On Demand, NFL Mobile. PLUS you get the added benefit of more TV channels for $25 per month.
Agent: I'm sorry that I was not certain about your question before but I did not know all of the details to begin with. honestly you are the first person that brought it to my attention that it was a different feature but I understand now.
Agent: Sorry for the inconvenience.
Agent: Is there anything else I can help you with today?
You: OK, with that said, if I get the phone and can't set it up as I expect to set it up what is the return policy.
Agent: You have 30-days to return it to the store.
You: Even for an upgrade?
Agent: They can give you a refund in the store.
Agent: Yes.
You: Ok, and is there a charge to switch back to their old phones?
You: ...some sort of "activation/deactivation" charge?
Agent: There shouldn't be when you are doing a return.
Agent: Just bring them both back into the store.