Caloy
Android Expert
Since there's a lot of people that are still confused about the $10 add on and other features of the Evo. I tried to grill a customer chat support and see if they know the product well enough to inform people about the product. I was giggling knowing that I already know the answers to my questions and just want to know if they did. I really felt bad for doing this to someone who is there just to help, but I feel that they need to know the product or they will cause even more confusion. It was fun too... LOL
Online Chat Session ID: 349430 said:05/15/2010 10:03:46AM System: "Please wait and the next available specialist will be with you shortly."
05/15/2010 10:03:49AM Session Started with Agent (Katrina V)
05/15/2010 10:03:49AM System: "Thank you for contacting Sprint. My name is Katrina V."
05/15/2010 10:03:49AM Caloy "Clarification of $10 fee for the Evo."
05/15/2010 10:04:07AM Agent (Katrina V): "I will be happy to assist you with this."
05/15/2010 10:04:32AM Caloy "hi, just like to know if I need to pay the $10 premium fee for the Evo?"
05/15/2010 10:04:53AM Caloy "or can i just pay the regular 69.99 for it?"
05/15/2010 10:05:07AM Caloy "without the $10 fee"
05/15/2010 10:05:18AM Agent (Katrina V): "$10 per month premium data add-on needed to enable all the features of HTC EVO 4G."
05/15/2010 10:05:39AM Caloy "what do you mean premium?"
05/15/2010 10:06:38AM Agent (Katrina V): "It is called premium because it is specific for the HTC Evo 4G to use all its features."
05/15/2010 10:07:05AM Caloy "what are all it's features that is specific to the Evo?"
05/15/2010 10:07:51AM Agent (Katrina V): "Please allow me a few moments to search this for you."
05/15/2010 10:08:05AM Caloy "no problem"
05/15/2010 10:10:01AM Agent (Katrina V): "I appreciate your patience. I am still researching that information for you."
05/15/2010 10:10:08AM Caloy "sure"
05/15/2010 10:10:17AM Caloy "I'll wait."
05/15/2010 10:11:26AM Agent (Katrina V): "Thank you for being online."
05/15/2010 10:11:35AM Agent (Katrina V): "The $10 Premium Data fee is for the rich data experience that EVO provides. Dan Hesse put it best when he described the EVO experience like going from regular TV to a High Definition TV."
05/15/2010 10:11:35AM Caloy "you're welcome"
05/15/2010 10:12:19AM Caloy "Hmmmmm, so I'll get HDTV with the evo?"
05/15/2010 10:12:26AM Agent (Katrina V): "EVO???s features are custom made for data-loving customers. With a 4.3 inch display, watching a YouTube video, or your favorite show on Hulu has never been better. Just pop out the handy kickstand and watch videos on-the-go."
05/15/2010 10:12:37AM Agent (Katrina V): "Yes."
05/15/2010 10:13:04AM Caloy "so Sprint TV will be HD on my evo?"
05/15/2010 10:13:28AM Agent (Katrina V): "Yes."
05/15/2010 10:14:26AM Caloy "what if I don't really watch videos and just like basic connective services for the weather, browsing the web, and I don't need HD quality video, can I forego the $10 fee?"
05/15/2010 10:15:48AM Agent (Katrina V): "These data-rich features are available to EVO customers regardless if they are in a 3G or 4G network. Plus faster data speeds if you live in or travel to one of the available 4G markets. Sprint 4G is expected to be available to up to 120 million people" across the US by the end of 2010.
05/15/2010 10:16:31AM Agent (Katrina V): "I am sorry,I was continuing giving you the information."
05/15/2010 10:16:43AM Caloy "copy and paste?"
05/15/2010 10:16:46AM Caloy "LOL"
05/15/2010 10:17:24AM Agent (Katrina V): "I apologize,I just wanted to provide you the detailed information."
05/15/2010 10:17:40AM Caloy "So what if I don't really need the HD quality videos?"
05/15/2010 10:17:50AM Caloy "I just want the evo"
05/15/2010 10:18:09AM Caloy "can I skip the $10 fee?"
05/15/2010 10:18:53AM Agent (Katrina V): "The basic services of weather, browsing the web would be better if you add the $10 pack with the Evo."
05/15/2010 10:19:29AM Caloy "I thought you told me that the $10 is for the HD video content?"
05/15/2010 10:19:49AM Caloy "so what if I just need basic connective services, can I just skip the $10 fee?"
05/15/2010 10:20:11AM Caloy "basic browsing which is available on the 69.99 package of everythign data"
05/15/2010 10:20:32AM Agent (Katrina V): "yes, you can skip the $10.00 fee."
05/15/2010 10:21:17AM Agent (Katrina V): "But I will suggest you to add it because it will make the browsing faster."
05/15/2010 10:22:29AM Caloy "Browsing with 3G on a mobile device is fast enough for me. Unless you're downloading HD media, which I won't be sticking with 3g"
05/15/2010 10:22:54AM Caloy "believe me, you won't cover that much bandwidth in a mobile device"
05/15/2010 10:24:29AM Caloy "anyway, thanks for your help. I would skip the $10 like you told me it's possible. Session ID = 349430. YOu have a good day."
05/15/2010 10:25:21AM Agent (Katrina V): "I am sorry for the information but it is compulsory with HTC Evo."
05/15/2010 10:25:51AM Caloy "I thought you told me you can skip the $10.00?"
05/15/2010 10:26:12AM Caloy "You're getting me more confused. LOL"
05/15/2010 10:26:14AM Agent (Katrina V): "You need to add the $10.00 pack with the HTc Evo."
05/15/2010 10:27:02AM Caloy "but I don't need HD content?"
05/15/2010 10:27:12AM Caloy "why would I pay for somethign I don't need or avail of?"
05/15/2010 10:27:53AM Agent (Katrina V): "I understand but this pack is compulsary with the HTC Evo."
05/15/2010 10:28:08AM Caloy "I thought you told me that I can skip it?"
05/15/2010 10:29:17AM Agent (Katrina V): "I am sorry for any confusion but you cannot skip the $10.00 pack."
05/15/2010 10:29:45AM [copy and pasted this:]Caloy "05/15/2010 10:20:11AM Caloy "basic browsing which is available on the 69.99 package of everythign data"
05/15/2010 10:20:32AM Agent (Katrina V): "yes, you can skip the $10.00 fee."
05/15/2010 10:29:55AM Caloy "so this is a mistake?"
05/15/2010 10:30:50AM Agent (Katrina V): "I am really sorry for the miscommunication."
05/15/2010 10:31:12AM Agent (Katrina V): "There is need for the $10.00 pack to use the HTC EVO phone."
05/15/2010 10:31:35AM Caloy "miscommunication? so when you said you can skip the $10 fee it was a mistake on your part?"
05/15/2010 10:32:27AM Agent (Katrina V): "I sent the information incorrectly. I have just checked the updated information. I apologize for the inconvenience."
05/15/2010 10:32:47AM Agent (Katrina V): "Please avoid that and be sure there is need for the $10.00 pack for the phone."
05/15/2010 10:33:11AM Caloy "avoid what?"
05/15/2010 10:33:55AM Agent (Katrina V): "Avoid the information that you can skip the $10.00 pack."
05/15/2010 10:34:48AM Caloy "Anyway, I already knew this before hand, but looks like the contact centers still need training on the new product.A lot of people in forums are confused, and the contact centers need to know this product for these people to be set straight."
05/15/2010 10:35:30AM Caloy "Please tell your supervisor to huddle your team and know this product so that a lot of people will be set straight."
05/15/2010 10:35:47AM Caloy "anyway thank you for your time and have a good day. Cheers!"05/15/2010 10:35:54AM Agent (Katrina V): "I will take this seriously, and I will work on it."
05/15/2010 10:36:05AM Agent (Katrina V): "thank you for your feedback."
05/15/2010 10:36:08AM Caloy "aight cheers!"
05/15/2010 10:36:14AM Session Ended