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FAQs about 30-day Sprint satisfaction guarantee

Last Updated: Jun 27, 2014

What is the 30-day Sprint satisfaction guarantee?
Who qualifies for the 30-day Sprint satisfaction guarantee?
Are corporate liable accounts eligible for the 30-day Sprint satisfaction guarantee?
What types of purchases fall under this satisfaction guarantee?
Why is this satisfaction guarantee not available to current customers or current customers who are upgrading a device?
If an existing customer makes a purchase at a Best Buy location, does that purchase qualify?
What is considered day 1 of the 30-day Sprint satisfaction guarantee?
I purchased via calling Sprint or through Sprint.com. How does that affect the start and end dates of my 30-day Sprint satisfaction guarantee?
What is the process for cancelling service if I am not 100 percent satisfied?
When should I expect to see eligible charges waived?
Are there any charges that are not eligible for this guarantee?
Does this 30-day Sprint satisfaction guarantee apply to Sprint Prepaid?
Are accessories part of the satisfaction guarantee?
Do Business Customers qualify for the satisfaction guarantee?
Am I subject to a restocking fee?
I was not credited for all my lines of service. Why?

What is the 30-day Sprint satisfaction guarantee?
The 30-day Sprint satisfaction guarantee allows customers activating a new line of service with Sprint to have an extended period to trial Sprint and America’s Newest Network. At Sprint, we believe that if customers and prospects interested in growing or switching carriers give us a try, they will be won over by the experience. This extended 30-day period gives them a chance to really put Sprint to the test in all the areas where they live, work and play. America’s Newest Network delivers faster speeds, better call quality and has fewer dropped calls. With a new price, a new plan and a new network, there's never been a better time to be part of Sprint.

Who qualifies for the 30-day Sprint satisfaction guarantee?
New customers, existing customers who add a new line of service, or select small corporate liable customers who activate a new line of service in a Sprint company owned store, Preferred Retail stores, by calling 1-800-SPRINT1 or visiting sprint.com on or after June 27, 2014 are eligible for the satisfaction guarantee.  Eligible new lines of service include activating a phone, tablet or mobile broadband device. Accessory and Sprint Prepaid device purchases are not included.

The full policy can be found at www.sprint.com/returns.

Are corporate liable accounts eligible for the 30-day Sprint satisfaction guarantee?
Select small corporate liable accounts are eligible for the satisfaction guarantee. Large corporate liable accounts are not eligible for the promotion at this time, but may qualify for other return promotions. For more information, these customers should contact their Sprint business representative.

What types of purchases fall under this 30-day satisfaction guarantee?
Eligible new lines of service activating a phone, tablet or mobile broadband device qualify for this promotion. The 30-day period gives them a longer time to try our network in all the areas where they live, work and play to ensure it is right for them.

Why is this 30-day satisfaction guarantee not available to current customers or current customers who are upgrading a device?
Our existing customers already have access to and enjoy the benefits of Sprint. The intent is to allow new customers/first time users access to America’s Newest Network risk-free. The 30-day period gives them a longer time to try Sprint in all the areas where they live, work and play to ensure it is right for them. This guarantee is available to current customers adding new lines of service in a Sprint store, online at sprint.com or by calling 1-800-SPRINT1.

If an existing customer makes a purchase at a Best Buy location, does that purchase qualify?
At this time, only eligible purchases made at Sprint stores, at sprint.com or by calling 1-800-SPRINT1 qualify for this promotional offer.  Purchases made in a third-party national channel like Best Buy are subject to that channel’s return policy.

What is considered day 1 of the 30 day Sprint satisfaction guarantee?
Day 1 of the 30 days starts when the product is activated.

I purchased via calling Sprint or through Sprint.com. How does that affect the start and end dates of my 30-day Sprint satisfaction guarantee?
Day 1 starts when the product is activated. If you return your device via mail, you will be billed the remaining device balance, and the remaining balance will be credited when the device is received and processed by Sprint. If you wish to avoid having the balance appear on your bill, you can return your device through a Sprint Retail store. To find a store near you, visit sprint.com/storelocator.

What is the process for cancelling service if I am dissatisfied?
If you have a new line of service and are not 100 percent satisfied with your experience at any point within 30 days of activation to cancel service and return their equipment for a refund. You can do this two ways. First, you can take your device to a Sprint store.  To find a store near you, visit sprint.com/storelocator. You can also return by mail. To do this, call 866-789-8292 for detailed instructions. Representatives are available Monday through Friday from 8 a.m.–11 p.m. EST, and Saturday and Sunday from 9 a.m.–9 p.m. EST.

Once all return criteria are met and the equipment is received, balances on the customer’s account will be credited within 90 days following cancellation. If you purchased over the phone, call Sprint Care (*2 on your device), and they will give you instructions on how to return your equipment for a refund.

When should I expect to see eligible charges waived?
Once you have met all return criteria, and the device is returned and received by our warehouse, balances on your account will be credited within 90 days following cancellation.

Are there any charges that are not eligible for this guarantee?
Charges that are outside of eligible service and device costs are not covered under this promotion. Ineligible charges would include non-recurring charges such as international charges, percentage based taxes related to ineligible charges, all application downloads, overage or casual charges and other out-of-plan usage charges not associated with recurring service or device purchase.

Does this 30-day Sprint satisfaction guarantee apply to Sprint Prepaid?
Not at this time. The guarantee is only available to customers activating on a Sprint postpaid rate plan.

Are accessories part of the 30-day Sprint satisfaction guarantee?
No. Accessories fall under our existing Sprint satisfaction guarantee, and must be returned within 14 days or purchase for a refund.

Do Business Customers qualify for the 30-day Sprint satisfaction guarantee?
New consumer, individual liable and select small corporate liable customers who activate a new line of service in a Sprint company-owned store, Preferred Retail stores, by calling 1-800-SPRINT1 or visiting sprint.com on or after June 27, 2014 are eligible for the 30-day Sprint satisfaction guarantee.

Am I subject to a restocking fee?
No. The $35 restocking fee for devices ($75 for tablets) is waived for purchases under the 30-day Sprint satisfaction guarantee.

I was not credited for all my lines of service. Why?
To be eligible to receive the 30-day Sprint satisfaction guarantee, which includes service credit, the line must have been opened through a Sprint retail store, sprint.com or 800-Sprint1 on or after June 27, 2014.  The line that was not credited may not be a qualified line of service.

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