Did Sprint break its “buyback” promise?

Cellular tower, waiting to be disconnected. / Photo by Gary Lerude - Flickr
Gary Lerude – Flickr
Question: I need your help with Sprint’s buyback program, which lets you receive credit for your old cell phone. I recently had to cancel my Sprint account because I moved to an area where I didn’t get service.

When I canceled the contract, I agreed to pay a cancellation fee, but the rep on the phone said I could go through Sprint’s buyback program and receive a $177 credit for my phone directly on my account.

But when I went into a Sprint store to return it, a representative told me I had to mail it back for the credit to go to my account. I went to Sprint’s website and did an online chat, and I was told the credit would not go onto my account, but I would have a check written to me.
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These Surfbouncers really know how to sweet-talk a girl

screenOne of the first questions I ask when someone needs help is: Could I see the correspondence between you and the company? When Steven Price showed me his back-and-forth between with a company called Surfbouncer, I was speechless.

And then I asked the company for its side of the story.

Normally, here’s what happens when you have trouble with a business: You send it an email with your problem, and it replies with a pre-fabricated form response that vaguely addresses the issue and offers non-apologies like, “We’re sorry for the way you feel.”

Surbouncer, which offers VPN services for international travelers who need to stay connected, is not one of those companies.
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