Chat Transcript New Plan

Sys tem

1. "TYPE=PICT;ALT=System" 1 11:37: 31 AM

S Connected to sprint-ap2.cnxchat.com yst em

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11:37: "TYPE=PICT;ALT=System" 31 AM

S Session ID: 3641834 yst em

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11:37: "TYPE=PICT;ALT=System" 36 AM

S Please hold and the next available agent will be yst with you shortly. em

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11:37: "TYPE=PICT;ALT=System" 46 AM

S Thanks for your patience. We look forward to yst chatting with you. em

Sys tem

11:37: "TYPE=PICT;ALT=System" 47 AM

S While you wait, did you know you can check usage yst information or review your account balance at your em convenience at sprint.com? It's fast, easy and available 24 hours 7 days a week.

Sys tem

11:37: "TYPE=PICT;ALT=System" 47 AM

S Log in at Sprint.com and look for the “My Phone yst and Plan” section, then click “Usage Details”. em Please continue to wait…the next available specialist will be with you shortly.

Sys tem

11:37: "TYPE=PICT;ALT=System" 56 AM

S . yst em

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11:38: "TYPE=PICT;ALT=System" 17 AM

S Thanks again for your continued patience. Rest yst assured we’ll get to you as soon as we can. In the em meantime please understand that Sprint takes protecting your privacy very seriously.

Sys tem

11:38: "TYPE=PICT;ALT=System" 17 AM

S To ensure account privacy, account holders are to yst create a 6-10 digit PIN to use to access their em accounts when dealing with Customer Care or visiting a retail store.

Sys tem

11:38: "TYPE=PICT;ALT=System" 22 AM

S Go to Sprint.com/pin today and establish your PIN. yst Please continue to wait…the next available em specialist will be with you shortly.

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S . yst em

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11:39: "TYPE=PICT;ALT=System" 17 AM

S We really appreciate you waiting for us. Did you yst know that you can pay your wireless bill online at em Sprint.com.

Sys tem

11:39: "TYPE=PICT;ALT=System" 17 AM Sys tem

11:39: "TYPE=PICT;ALT=System" 22 AM

S Log in at Sprint.com and click on “Billing and yst Payment”, then click on “Pay Bill”. It’s fast, easy em and available 24 hours a day. It’s just that simple! Please continue to wait…the next available specialist will be with you shortly. S . yst em

Sys tem

11:39: "TYPE=PICT;ALT=System" 22 AM

S Toni C has joined this session! yst em

Sys tem

11:39: "TYPE=PICT;ALT=System" 22 AM

S Connected with Toni C yst em

Ag ent

11:39: "TYPE=PICT;ALT=Agent" 27 AM

To Thank You for contacting Sprint. My name is Toni ni C. How may I assist you today? C

Custome r

11:40: "TYPE=PICT;ALT=Customer" 09 AM Custome r

11:40: "TYPE=PICT;ALT=Customer" 35 AM Custome r

11:40: "TYPE=PICT;ALT=Customer" 58 AM Ag ent

11:41: "TYPE=PICT;ALT=Agent" 27 AM

S Hi. My billing cycle starts again on the 7th but i usa want to change my plan. what would be the most na strategic time to do it? Al var S If i do it now, on the 7th would i get billed for my usa old plan or my new plan? na Al var S I want to change it to the talk/message share 1500. usa now i just have the talk 550 plan na Al var To I'll be glad to assist you with that, and the most ni strategic time to change your plan would be and the C end of your billing cycle.

Custome r

11:41: "TYPE=PICT;ALT=Customer" 51 AM Ag ent

11:43: "TYPE=PICT;ALT=Agent" 07 AM

S so i should do it on the 7th? usa na Al var To What would happen is that you will be billed a ni month in advance for your new plan and you would C still be charged for the usage on your old plan. Would you like to handle this today?

Custome r

11:45: "TYPE=PICT;ALT=Customer" 09 AM

S Wait, I'm still a bit confused. Id rather not pay both usa plans at once, because I really dont have the money na to do that all at once. Is there any way I could just Al pay my old bill and get my new bill the next month? var

Custome r

11:45: "TYPE=PICT;ALT=Customer" 39 AM Ag ent

11:46: "TYPE=PICT;ALT=Agent" 52 AM

S It would really mess up my budget to pay two usa months worth of phone bill. na Al var To When changing into a new plan it is sprint policy to ni bill a month in advance. However, after that bill is C paid the next bill will go back to your account.

Custome r

11:49: "TYPE=PICT;ALT=Customer" 29 AM Ag ent

11:52: "TYPE=PICT;ALT=Agent" 43 AM

S What do you mean when you say it would go back usa to my account? So the following month, I would na still have to pay, even though I paid a month in Al advance? var To If you would like too I could change your plan and ni make it effective for the 7th so that you will not C have any prorated charges.

Custome r

11:54: "TYPE=PICT;ALT=Customer" 48 AM Ag ent

11:56: "TYPE=PICT;ALT=Agent" 08 AM

S Ok, that would be convenient, thank you. usa na Al var To Thank you for your patience, One moment please ni while I access your account. C

Ag ent

11:57: "TYPE=PICT;ALT=Agent" 38 AM

To would you still like for your minutes to be free after ni 7 pm. C

Custome r

11:57: "TYPE=PICT;ALT=Customer" 58 AM

S yes usa na Al var

Ag ent

11:58: "TYPE=PICT;ALT=Agent" 58 AM

To Thanks. ni C

Custome r

12:02: "TYPE=PICT;ALT=Customer" 53 PM

Ag ent

12:03: "TYPE=PICT;ALT=Agent" 59 PM

S Besides changing my plan to the talk/message share usa 1500, I'd also like to add a new line. na Al var To I'll be glad to assist you with that. ni C

Custome r

12:04: "TYPE=PICT;ALT=Customer" 07 PM

Ag ent

12:07: "TYPE=PICT;ALT=Agent" 24 PM

S ok thank you usa na Al var To Do you have the device that your wanting to add to ni your line with you. C

Ag ent

12:07: "TYPE=PICT;ALT=Agent" 57 PM

To If so than I need the serial number to better assist ni you today? C

Custome r

12:08: "TYPE=PICT;ALT=Customer" 14 PM

Ag ent

12:09: "TYPE=PICT;ALT=Agent" 14 PM

S yes i do, where can i find the serial number usa na Al var To It should be located on the box that the device came ni in. C

Custome r

12:11: "TYPE=PICT;ALT=Customer" 29 PM

Ag ent

12:12: "TYPE=PICT;ALT=Agent" 15 PM

S Oh, Im sorry. I was planning to get a new device usa right now. sorry. I was thinking the rumor, because i na believe it is buy one get one free with a new line. Al var To So your currently at the sprint store buying the ni device now? C

Custome r

12:13: "TYPE=PICT;ALT=Customer" 04 PM

Custome r

12:13: "TYPE=PICT;ALT=Customer" 17 PM

Ag ent

12:14: "TYPE=PICT;ALT=Agent" 20 PM

S no, i was going to order it online usa na Al var S after i added the new line usa na Al var To In order to add the new line of service I would need ni the serial number and ESN number from the device. C

Custome r

12:15: "TYPE=PICT;ALT=Customer" 42 PM

Ag ent

12:18: "TYPE=PICT;ALT=Agent" 40 PM

S Really? well last time i added a new line, i was able usa to add it online, then it asks me which phone I na would like, and I chose it, and they sent it to me. Al var To That's correct. You can log on to mysprint.com and ni click on add additional line and it will walk you C through the steps allowing to purchase the devices you wish to order.

Custome r

12:20: "TYPE=PICT;ALT=Customer" 06 PM

S Ok, so you can't do it right now, that we're already usa changing my plan? na Al var

Custome r

12:20: "TYPE=PICT;ALT=Customer" 51 PM

Custome r

12:21: "TYPE=PICT;ALT=Customer" 08 PM

Ag ent

12:21: "TYPE=PICT;ALT=Agent" 50 PM

S Because, if you can't, I'd rather go down to the usa Sprint store right now and do it all there. na Al var S I'd like to get this all done and over with at the same usa time. na Al var To One moment please, I can help you with that. Just ni allow me a few minutes to access your account. C

Custome r

12:22: "TYPE=PICT;ALT=Customer" 07 PM

Ag ent

12:24: "TYPE=PICT;ALT=Agent" 31 PM

S Ok thanks! usa na Al var To I appreciate your patience. I am still researching ni that information for you. C

Custome r

12:24: "TYPE=PICT;ALT=Customer" 40 PM

Ag ent

12:26: "TYPE=PICT;ALT=Agent" 26 PM

S oh, ok thank you. usa na Al var To May I ask what color you would like of the rumor? ni C

Custome r

12:27: "TYPE=PICT;ALT=Customer" 14 PM

S I would like the blue one. and is it buy one get one usa free? because if not, i'll choose another one. na Al var

Ag ent

12:27: "TYPE=PICT;ALT=Agent" 41 PM

To Yes it is Susana. Thank you. One moment please. ni C

Ag ent

12:32: "TYPE=PICT;ALT=Agent" 26 PM

To I'm still trying to add the phone to your account ni bare with me a little while longer, I really do C appreciate your patience

Custome r

12:32: "TYPE=PICT;ALT=Customer" 41 PM

Ag ent

12:36: "TYPE=PICT;ALT=Agent" 17 PM

S that's fine, thank you usa na Al var To Susana, which shipping method would you like? ni C

Ag ent

12:36: "TYPE=PICT;ALT=Agent" 27 PM

To We have standard and overnight. ni C

Custome r

12:36: "TYPE=PICT;ALT=Customer" 49 PM

Ag ent

12:37: "TYPE=PICT;ALT=Agent" 17 PM

S standard please. and sorry, one quick question, have usa you been able to change my plan also? na Al var To Yes, I was able to change it to the Talk/Message ni 1500 effect October 7th, 2008. C

Custome r

12:37: "TYPE=PICT;ALT=Customer" 42 PM

S ok thank you! and the extra line, is that effective usa october 7th also? na Al var

Custome r

12:38: "TYPE=PICT;ALT=Customer" 06 PM

Ag ent

12:38: "TYPE=PICT;ALT=Agent" 27 PM

S because thats the whole reason I changed my plan, usa to add a line for my son. na Al var To Yes the extra line would have the activation date of ni 10/07 C

Custome r

12:38: "TYPE=PICT;ALT=Customer" 41 PM

Ag ent

12:39: "TYPE=PICT;ALT=Agent" 02 PM

S ok thank you so much. i really appreciate it. usa na Al var To May I have your email address? ni C

Ag ent

12:39: "TYPE=PICT;ALT=Agent" 17 PM

To And you are very welcome. Thank you for being ni patient with me. C

Custome r

12:39: "TYPE=PICT;ALT=Customer" 21 PM

Ag ent

12:40: "TYPE=PICT;ALT=Agent" 02 PM

S yes. [email protected] usa na Al var To Susana, would you like to make a payment today or ni have it billed to your account? C

Custome r

12:41: "TYPE=PICT;ALT=Customer" 05 PM

S just bill it to my account please. And i have one usa more question...sorry. I was wondering just now, na how much would it be to put a phone insurance to Al my new line, and my 404-1614 line? var

Ag ent

12:42: "TYPE=PICT;ALT=Agent" 17 PM

Ag ent

12:42: "TYPE=PICT;ALT=Agent" 27 PM

To We have 3 different plans. $4 for the ni replacement/lost/stolen protection plan. $4 for the C service/repair plan, and $7 for both plans combined. I do apologize however, insurance can only be added within 30 days of activations. To I can only add it to the new line. ni C

Custome r

12:44: "TYPE=PICT;ALT=Customer" 12 PM

Ag ent

12:44: "TYPE=PICT;ALT=Agent" 28 PM

S Oh ok, thats fine. I would like to add the $4 dollar usa lost plan (my son tends to lose phones) on the new na line then. Al var To Sure, I can add that to this new line as well. ni C

Custome r

12:44: "TYPE=PICT;ALT=Customer" 35 PM

Ag ent

12:46: "TYPE=PICT;ALT=Agent" 38 PM

S Ok, great usa na Al var To All set Susana. Thank you for waiting. ni C

Ag ent

12:46: "TYPE=PICT;ALT=Agent" 43 PM

To Your order number is: DM14-O-15823111 ni C

Custome r

12:46: "TYPE=PICT;ALT=Customer" 51 PM

S Ok great! usa na Al var

Ag ent

12:46: "TYPE=PICT;ALT=Agent" 58 PM

To The total of your order is: $53.86 after taxes. ni C

Ag ent

12:47: "TYPE=PICT;ALT=Agent" 18 PM

To Is there anything else I can do for you today? ni C

Custome r

12:47: "TYPE=PICT;ALT=Customer" 46 PM

Ag ent

12:48: "TYPE=PICT;ALT=Agent" 08 PM

S that is it. just for reference, do you know how much usa my next bill will be? with the new phone, and new na plan and everything? Al var To Let me make an estimate Susana, give me one ni moment. C

Custome r

12:48: "TYPE=PICT;ALT=Customer" 14 PM

Ag ent

12:50: "TYPE=PICT;ALT=Agent" 43 PM

S thanks so much usa na Al var To The estimate is $171.86. This may not be exact, but ni it includes the $99.99 new plan, $9.99 for the 3rd C line, $4 insurance, $53.86 Rumor phone, and taxes/fees.

Custome r

12:51: "TYPE=PICT;ALT=Customer" 32 PM

Ag ent

12:52: "TYPE=PICT;ALT=Agent" 23 PM

S alright thank you! usa na Al var To You're welcome. ni C

Ag ent

12:52: "TYPE=PICT;ALT=Agent" 28 PM

To Is there anything else I can do for you. ni C

Custome r

12:52: "TYPE=PICT;ALT=Customer" 34 PM

Ag ent

12:52: "TYPE=PICT;ALT=Agent" 58 PM

S thats it! usa na Al var To Thank you then Susana for your time. Have a great ni day. C

Ag ent

12:53: "TYPE=PICT;ALT=Agent" 48 PM

To Thank you for contacting Sprint. Our goal is to ni make your chat experience a great one. There will C be a survey after this chat that you may fill out to advise us of how we are doing. Please disable all popup blockers before pressing the exit button to