Sprint.com

October 30, 2012

Sprint Puerto Rico Complaint Resolution Procedure

Your satisfaction comes first.
 
We strive to make service easy for you.  In the event you have an issue with your bill or service, here is the proper procedure to have your issue resolved.
 
In order to offer quality service to its customers and pursuant with applicable laws and regulations, Sprint has adopted the following procedure.
 
Customer Complaint Procedure
 
Sprint Customer Solutions Specialists will handle customers’ inquiries submitted in the following ways: in writing by fax, Internet or mail, telephonically, and by visiting a Sprint store.
 
The Customer Solutions telephone number for residential long-distance is 1-800-877-4646 or business long-distance service is 1-800-877-4020. Hours of operation are 8am to 10pm Eastern Standard Time (EST). Wireless customers may reach a Customer Solutions Specialist by pressing *2 on their Sprint wireless phone. Hours of operation are Monday-Friday 6am to midnight (EST); Saturday 7am to 11pm (EST); and Sunday 8am to 11pm (EST). When calling Customer Solutions from Puerto Rico, customers will hear the greeting in Spanish and will be asked for their language preference for the rest of the call.
 
Written customer complaints regarding wireline or wireless service should be addressed to: Sprint, KSOPHT0101-Z4300, 6391 Sprint Parkway, Overland Park, KS 66251-4300, or you can fax your complaint to 1-877-321-9650. Written complaints may also be submitted at any Sprint Store.
 
Each written complaint shall include the following information: (1) customer’s name, address and telephone number that is subject of the complaint; (2) a brief explanation of the nature of the inquiry or claim; (3) remedy requested; (4) the customer’s signature; and (5) Sprint account number.
 
Any dispute about any charges invoiced must be raised within twenty (20) calendar days of the date of the bill.  Customers who are government entities, either state or federal, will have forty-five (45) calendar days to dispute the charges as of the date of the bill.  If no charges are objected within such term, the invoice will be deemed accepted. Customers are responsible to pay all non-disputed charges by the due date set forth on the bill. 
 
The customer must follow the complaint procedure outlined in this document. Sprint will investigate and respond as soon as possible, but in no event later than twenty (20) days after the customer lodges an objection.  If the company’s decision is favorable to the customer, Sprint will inform the customer verbally.  If the customer is satisfied, the matter will be closed.   If Sprint’s decision is unfavorable to the customer or if the customer is not satisfied with Sprint’s proposed resolution, he or she will be notified of the decision and of his or her right to request reconsideration.  Upon notification of a decision that is unsatisfactory to the customer, the customer may request reconsideration by filing such a request in writing to Sprint within 20 calendar days of the date Sprint sent written notification to the customer of the company’s decision.  Sprint will assign a higher ranking officer in the company to review the reconsideration request, or in the alternative, a different customer service representative than the one who handled the complaint.  Reconsideration requests must be in writing and should be mailed toSprint – PR, 2432 Fortune Dr., Lexington, KY 40509, or you can fax to 1-877-321-9650.  Sprint will process and respond to the reconsideration request within a period of twenty (20) calendar days after receiving such request.
 
If charges are not disputed within the twenty-day (20) period and the invoice remains outstanding, Sprint will disconnect the customer’s service after thirty (30) days from the date of the notice of disconnection. Notice that service will be disconnected if payment is not received is provided in the Sprint Invoice. In addition, the customer shall pay any non-disputed charges or the customer’s claim will be deemed not filed. Additionally, after filing an objection, a customer must continue to pay all future undisputed charges.  Sprint reserves the right to disconnect Sprint Services pursuant to this procedure, but shall not disconnect such services on a Friday, Saturday or Sunday, on holidays, or on a working day before a holiday.  In the event service is suspended for lack of payment, Sprint shall maintain the customer’s access to 911 emergency service.
 
Appeal Process/ Review by the Puerto Rico Telecommunications Regulatory Board
 
If a customer is not satisfied with the decision of Sprint upon reconsideration, he or she has the right to request review of the company’s decision by the Puerto Rico Telecommunications Regulatory Board (“Board”). 
 
Any petition for review shall be filed in writing with the Board within thirty (30) calendar days after notification of the final determination of Sprint. No extensions will be granted. The petition for review shall contain the following information:
(1) Complete name of the complainant and company.  Natural persons should include first name and both last names.  (2) Physical address and complete mailing address of complainant and company together with telephone number, account number, fax number and email address, if any. (3) Short, concise statement of the facts  underlying the claim, whether it constitutes an infringement of Act 213 or Board regulations and should specify applicable laws, if known.  (4) Detailed account of steps taken by the customer with the company for settlement of the claim with specific dates and the result of those efforts.  (5) Certification that complainant has followed the dispute resolution procedure of the company and provide copies of any documents showing his or her efforts to resolve the matter as well as a copy of the final determination of the company if that exists. (6) Specific mention of bill(s) in dispute, the date of objection and whether he or she paid the amounts not in dispute.  (7) Alternative remedy or remedies requested and the amount of compensation sought. 
This written request may be hand-written legibly or typed and signed by the customer.  The customer should mail a copy of this request to the company about which he or she is complaining.
 
The written Petition for Review should be sent by mail to the Board at:
Puerto Rico Telecommunications
Regulatory Board
Avenida Roberto H. Todd 500,
Parada 18,
San Juan, Puerto Rico 00907-3941;
 
It can also be filed during working hours at the Board or sent via electronic means to the Board’s website http://www.jrtpr.gobierno.pr
 
Service will not be disconnected for nonpayment of the disputed charges until twenty (20) days following a final decision by the Board.  Notwithstanding, if service is partially suspended for lack of payment, Sprint shall maintain the customer’s access to the 911 emergency service.

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