Sprint yesterday announced that the company will be adopting the United States’ most friendly and comprehensive cell phone return policy.
“Sprint’s new guarantee policy is yet another effort by them to respond to the needs of wireless consumers today,” said Sheryl Kingstone, Director, Yankee Group. “It’s giving consumers the transparency they need to best determine whether they are completely satisfied with the services they want from their carrier. Sprint is putting more power in the hands of its customers and helping to create a better experience for them overall.”
The new guarantee policy refunds the following charges if a phone is returned within 30 days of purchase:
- Full monthly service plan-related charges;
- Taxes and fees associated with monthly service plan charges;
- Activation fee;
- Restocking fee;
- Device costs;
- and a waiver of the early termination fee (ETF).
Comparison with other carriers
| Carrier | Sprint | AT&T | Verizon | T-Mobile |
| Return period | 30 days | 30 days | 30 days | 30 days |
| Monthly fee | Yes | No | No | No |
| Taxes and fees for monthly rate | Yes | No | No | No |
| Activation fee | Yes | No refund after 3 days | No refund after 3 days | No |
| Restocking fee | Yes | Maybe | Maybe | Maybe |
| Device costs | Yes | Yes | Yes | Yes |
| ETF | Yes | Yes | Yes | Yes |
“When Dan Hesse came to Sprint, he committed to changing Sprint and the wireless industry for the better. This guarantee is a strong statement about our confidence in the improvements we have made in our network, customer experience, rate plans and handset line-up,” said Bob H. Johnson, president, Consumer, Sprint. “But we also know that consumers always have fears about switching their services to another provider, so we’ve made it easy for them to try us. Not satisfied? Cancel within 30 days and we’ll give you your money back.”
The new money-back guarantee is effective today, April 1. Combined with the US’ least expensive data, text and voice rate plans, analysts are expecting Sprint’s new return policy to draw a large number of new users.
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