I hate to say it, but the roll out of RW 3.0 with the new phones and coverage was/is almost as bad as the 1st month of the Trump administration.
Do we have Sprint coverage? No. Not yet. Hope to have it. Maybe by the end of the year (2016). Is it here? Maybe. Where is it? It’s out there? Where? Open a ticket? I opened a ticket. We’ll get back to you. I need help. Sorry. So sorry. We can’t help you. Sorry.
That seems to have been the first part.
Now the second part.
Okay. We’ve got a map checker to show you if you have coverage. Put in your zip code. Fine. Now what? See those phones? They work in your area. Okay, I’ll order two of them. Hey!! My phones don’t work. What? Did you open a help ticket? No. Open one. Okay. Hey!! My phones still don’t work. My former RW phones worked, why don’t these?!!! Did you open a help ticket? Yes. Sorry. So sorry. That’s all we can do.
Now the third part.
I want to buy new phones, but I need for them to work. I’m a current customer and I know Sprint coverage is better than T mobile in most places. Can I order phones that will work on Sprint? Yes. We are rolling out a small number of phones that work with Sprint. But only for current customers. Hey, that’s great for me, not so great for new people. Anyway, use the map checker and it will show you phones that work in your area. But will they be Sprint phones? I don’t know. The computer selects the phones for you. What?? (This is where it veers off into Trumpland) We don’t select the phones, the computer does. Well, you say you have phones that work with Sprint, and it’s based on what, my zipcode? As a current customer, my zipcode hasn’t changed. Why would RW send me a new phone that doesn’t work with my current coverage? I don’t know. The computer selects the best coverage for you. Does RW really have Sprint coverage? Because this sure sounds like the run around. No. No. We have it.
RW, I’ll wait until you guys figure this out. RW has been a great service and the 3 phones we have continue to work great. But we won’t upgrade into this cloud of if, but, maybe, help ticket confusion.
Please solve it. Your customers want you to win so we can win.
3 phones. 3 year customer. We live in a large metro area.