We're About Done Here.

So it seems like some of my thoughts might get passed to someone who can decide to pass them to someone else if they want. Consumerism in action! I also got a call this afternoon from another representative who wanted me to reiterate my problem verbally. I declined since the last rep indicated that my request had been fulfilled. I've gotta say that they certainly had lots of people responding to me fairly quickly, if not completely in the manner I'd hoped. Maybe Sprint is aware there could be some pushback and wants to alleviate people's concerns and complaints.

I think I showed unprecedented restraint not ripping into the various, irrelevant, repetitious and often essentially meaningless ad copy each of these representatives is apparently required to insert into their replies. Lets look at some now, shall we?

3G Customers benefit just as much as 4G users when purchasing the HTC EVO with the $10 Premium Data Fee.

Uh, no. You just said in the prior sentence that 4G customers get faster data speeds. That is a benefit that 3G customers don't get.

The embedded Premium Services allow you to do more than ever before within the 3G Network.

I really have no idea what an embedded Premium service is, so it's hard to argue about. But I'm pretty sure you don't either.

You can take an 8 Megapixal Video and stream directly to the internet.

Uh, not at the upload speeds I hit using 3G. Also I'm not sure 8 MP video is a thing; isn't video quality measured by resolution and compression? 720p video uses 0.92 MP

Sprint is extending the $10 Premium Data Add-On to all smartphone activations and upgrades beginning 1/30/11!

Why do you have an exclamation mark there? That's not good news. 'hey guys, super news, we're raising your rent 14% next month!'

Rather than imposing limits and overage charges on data plans for wireless phones as competitors have done, Sprint is extending the $10 Premium Data Add-on to all smartphone activations and upgrades beginning 1/30/11.

Sweet molasses, I just got a wicked case of deja vu. No, wait you actually just said the second half of that statement in the previous sentence. Glad you decided to take another stab at it in a more somber tone. And, yes, instead of waiting to see if I could possibly ever go over the 5GB allotment that doesn't apply to me anyway (hint: I'm never going to use 5GB in a month while I still have wired internet) you decided to preemptively charge a $10 overage fee every single month. Now that's service!

The $10 add-on is necessary on smartphones because these devices on average use 10x more data than an average feature phone.

Here's an advanced math lesson for you. 10 * unlimited = unlimited. If you can't handle some folks calling your bluff on an unlimited plan, maybe you shouldn't be selling it to them. Also, I've averaged 7.6 MB of data use per day over the past 6 months with a smart phone. Lets ignore how far under INFINITE MB that is, and look at how much less than the 170.6MB per day a feature phone would have to use to hit the 5GB cap. It's 22.26 TIMES LESS data than a feature phone is allowed to use, not ten times more.

This Premium Data pack is for unlimited data usage while in 3G/4G Sprint network and also for the rich data experience that smartphones provide whether in 3G or 4G Sprint network.

I'm tempted to declare this nonsense and move on, but lets break it down. 'Premium data is for unlimited data usage and rich data experience.' Again, I'm not sure what rich data usage is or how it's different, but given the option I'd pick unlimited over rich. And I already had unlimited without the premium pack.

This $10.00 Premium Data Pack ensure maximum utilization of all the features on smartphones.

Nope. Standing over my shoulder and making sure I open every app installed (even those crap apps I can't uninstall) would ensure maximum utilization of features.

Anyway, I'm getting tired of making the same point over and over again, so I'll probably just drop it. The machine wins. But come on, you have to admit that selling a more unlimited data plan is as silly as extra virgin olive oil.

Success?

Thank you for your reply.

As a smartphone user, Sprint provides you with the best overall value
and an unlimited Premium Data experience over the Sprint network for
just $10 per month. Together with our Everything Data Plans with Any
Mobile, Anytime starting at $69.99, you can save up to $40 a month
compared to our leading competitors.

With Premium Data, you can fully engage in all the advanced features of
your smartphone without the worry of exceeding data usage caps while on
the Sprint network.  This Premium Data pack is for unlimited data usage
while in 3G/4G Sprint network and also for the rich data experience that
smartphones provide whether in 3G or 4G Sprint network.  This $10.00
Premium Data Pack ensure maximum utilization of all the features on
smartphones.

I have also forwarded your feedback regarding the publication to the
appropriate department so that they can look into this matter.

Thank you again for contacting us.

Sincerely,
Ronald L
Sprint

Lets See If That Does It.

Michael,
It's good to know that the plan descriptions on the Sprint web site are accurate, thanks. However that displaces the only difference I could discern between the normal data plan and the premium data plan. Premium data does not refer to 4G and it does not refer to unlimited usage caps. I'm going to assume it does not refer to reduced latency or packet loss. So I'm at a loss as to how this offering is value added.

Maybe this discrepancy is grammar based. I've been assuming that premium in your usage is an adjective describing the data available to my device. However, since I can detect no additional value an adjective would convey, it sounds like Sprint means to use this term as a noun.

premium [ˈpriːmɪəm]
n
(Business / Commerce) an amount paid in addition to a standard rate, price, wage, etc.; bonus
adj.
Of superior quality or value: premium gasoline.

If this is the case I'd suggest rephrasing your publications and paperwork to refer to the "data premium" instead. That indicates an extra fee on top of the usual rate for unlimited data. Although the user's device is apparently the metric you're using to charge the premium so maybe "device premium" or "smartphone premium" would be more appropriate. These devices are even value added from standard feature phones, so you could use "premium device premium" if you wanted! These are all good.

I'm also curious whether sprint has taken into account all the features users can take advantage of with advanced handsets. The cameras and processors are listed as reasons that users will use more 3G bandwidth than their feature phone counterparts. However if using a larger portion of the 3G back-haul system is a rationale for a device premium, shouldn't specs that potentially lower traditional data consumption be justification for discount? I'm referring to the WiFi and WiMax radios in these devices that can ease the burden of over-taxed infrastructure by making use of high bandwidth and non-Sprint systems.

Look, I know all these semantic arguments aren't really going convince you to drop the new fee Sprint is assessing. And I'm actually fine with paying what I pay for service. (I wouldn't complain if it was less, but who would?) But I find it insulting that Sprint thinks they can raise their prices and not admit it in their advertisements. If you need more money to roll out 4G nationwide, that's fine. If you've realized that demand is increasing for smart phones and decided to charge more in response, that's fine too. But I do have a problem with selling the same service for more money while pretending that it also has more value.

There's nothing that we'll resolve over the phone that we can't resolve via written word. I know you don't make the policies or write the advertising copy. I just wanted to share some thoughts with you as a fairly well informed customer. (If it's confusing to me, my mom isn't even going to try.) This poorly clarified fee makes it harder for me to recommend Sprint for its billing transparency, though I will continue to do so based on your service and products.

If you still want to speak with me that's fine, though I feel I've articulated myself fairly well and won't have much to add. Please just mark me down in the "customer would prefer less marketing and more substance" column and send it up the ladder. There must be more consumers that feel the same way, I just wanted to mention that I agree.

Thanks for your time,

Jeadly

More Confusing.

Thank you for your reply.

I understand your concern regarding the data usage limitation on the 3G
network.

Please know that the unlimited 3G data is available with the plan
Everything Data Share 1500 active on the account and there is no 5GB cap
on this plan. I apologize for the breakdown in communication at the
previous interaction.

There is the 5GB data cap on the connection card plans Sprint currently
offering.

Effective January 31, 2011, the $10.00 data pack will be applicable on
all the Smartphone. Sprint is extending the $10 Premium Data Add-On to
all smartphone activations and upgrades beginning 1/30/11! Rather than
imposing limits and overage charges on data plans for wireless phones as
competitors have done, Sprint is extending the $10 Premium Data Add-on
to all smartphone activations and upgrades beginning 1/30/11. The $10
Premium Data Add-on, previously charged only on HTC EVO 4G, HTC EVO
Shift 4G and Samsung Epic 4G devices, will now apply to activations and
upgrades of all smartphones.

The $10 add-on is necessary on smartphones because these devices on
average use 10x more data than an average feature phone. Even with this
charge, Sprint customers still enjoy the best value in wireless.

I have also arranged the call for you to discuss the issue in details.
You will receive a call from Sprint toll free number (888) 211 4727 by
one of our specialists within the next 24 hours.

We value your business and appreciate the opportunity to answer your
questions. Please reply to this email or visit sprint.com if we can be
of assistance.

Sincerely,
Michael K.
Sprint

My Retort.

Hi Mark,
Thanks for your reply. Your list of features seems fairly analogous to the description of three benchmarks I'd mentioned from the website.
1) fast processor 2) nice camera 3) big screen
I understand that the processor may power data-based Android applications, and the user could upload high-megapixel images, and that the screen can displayhigher resolution web video. (You also note that the EVO is capable
of outputting HDMI video, which wouldn't effect data use totals unless
you're suggesting that they could stream down HD quality video over a
3G connection.) But the presence of these abilities on a device does
not equate their constant employment.

I was pleased to see you mention that the Premium data fee would
remove the 5GB data cap when connected to the 3G network. This is indeed a difference between just "data" and "premium data". And in
fact I'd forgotten that Sprint imposes a 5GB monthly data restriction
on its phones. I can see on the "plans" portion of the sprint.com
shop page that the Wireless Broadband plans list 5GB in the "monthly
usage" column. It's a bit odd that the "Everything Data" and
"Everything Data Family" Plans don't feature a similar column. They
do however feature this text description that could be misinterpreted
as mobile data without a monthly cap.

"Our Everything Data plans give you unlimited data, messages and calls
to any mobile, anytime while on the Sprint Network."

It is not in fact $20 for unlimited data, it is an unlimited SMS, MMS,
mobile to mobile calls plan with a 5GB cap on other data. It costs
$30 for a premium plan with unlimited data, messages and mobile to
mobile calls. That was my misunderstanding of the stated details.
With these new data-hungry devices I understand not wanting
unsuspecting customers to run up against data caps which make their
features unusable, or worse to be charged overages. However I would
think opting-in to truly unlimited data would be a per user decision,
rather than blanket by phone model. This is the case with minute
plans across all phone models, with options ranging from 0 to 200 all the way through 3,000 or unlimited minutes. This would be like Sprint
only offering an unlimited minute plan on a phone that features
high-fidelity audio hardware.

If you run through the numbers a user would have to send and receive
over 170 MB of data each day on his mobile device to run afoul of the
(admittedly generous) 5GB cap. While this may be feasible on phones streaming 720p video, I think it's unfair to assume all your customers
are amateur videographers. I've attached the graph of my personal
data experience which includes an EVO 4G for all months and a Hero
from June through November, replaced by an Epic 4G in December. As
you can see, we have trouble cracking 350 MB across two devices most months. This is embarrassingly far from our 10GB limit and I promise
to try harder in the future.I understand from the footnote that these data do not include
transactions conducted through the Clearwire WiMax network, but I can
assure you that those would be minimal additions. I usually only
enable my 4G radio when in DC or Baltimore to run the FCC speed test
application. Frankly the fact that 4G data isn't included leads me to
postulate that Sprint is unable to track 4G usage. It's strange to
think, but that seems like a more plausible reason to coerce me into
an unlimited data tier than worries about my 1GHz processor and 5MP
camera conspiring against my historical usage trends.

I guess from a consumer perspective I'd appreciate if you would
highlight the 5GB cap on normal data plans and truly unlimited data
usage for smartphones on the premium data plan. To market something
as limitless when in fact it has clearly set limitations dilutes an
offering that actually delivers on the same promises.

A Reply From Sprint.

Thank you for your reply.

I understand your concern regarding the $10 Premium Data Fee with
smartphones.

HTC Evo & Samsung Epic ’s features are custom made for data-loving
customers. These data-rich features are available to Samrtphones
customers regardless if they are in a 3G or 4G network. This will remove
the 5GB data cap when you are on the 3G network. Plus faster data speeds
if you live in or travel to one of the available 4G markets.

“3G Customers benefit just as much as 4G users when purchasing the HTC
EVO with the $10 Premium Data Fee. The embedded Premium Services allow
you to do more than ever before within the 3G Network. You can take an 8
Megapixal Video and stream directly to the internet, or stream a feature
length film to your HD TV. You can perform complex video conferencing
for yourself or a group. It takes social media to a whole new level.”

With Premium Data, you can fully engage in all the advanced features on
your HTC EVO Epic phones without the worry of exceeding data usage caps
while on the Sprint network, including:

* 1GHz Snapdragon processor improves all aspects of the device
performance: applications will launch faster, navigating on the device
is quicker; the multimedia experience gives you real-time communication.


* Dual cameras: An 8 megapixel primary camera with flash; and a video
camera great for streaming. Its HDMI capabilities allow you to record
and output HD-quality video to your HD-capable TV.

* 4.3'' display, one of the largest available on a smart phone,
maximizes your web browsing and video watching experience.

I have also arranged a call for further clarifications. One of our
representatives will call you within the next 48 hours from Sprint toll
free number (888) 211 4727.

We value your business and appreciate the opportunity to answer your
questions. Please reply to this email or visit sprint.com if we can be
of assistance.

Sincerely,
Marc N.
Sprint

Let Me Lay This Out For You.

Hi John,
I had just wrote up some thoughts on the general marketing of Sprint's
smartphone "Premium" charge while looking at various account details
today. I found two forms on the site that wouldn't process and
decided to punt instead of searching around for another contact page.
If you could pass along the following comments to someone who deals
with data plans or marketing or smartphones, I'd be very appreciative.
Thanks for your help,
Jeadly

----

I'm looking at the "analyze my account" page and understand everything
listed. However I would like to share some thoughts on the "Premium
Data" section listed after "data" and "4G" items. I agreed to the $10
additional data fee on my current phone in recognition of the
additional radio and 4G-like service it is able to take advantage of.
To now change that stance and say that 4G data is free, but that there
is some other ethereal premium data service, is disingenuous I feel.
There is in fact nothing "premium" about the data services I am
consuming, if not for their higher speeds due to an occasional 4G
connection. In reality you have classed my device as a
high-data-consumption device and are charging more because I am more
likely to use large amounts of data access. It is a misnomer to term
this segment "Premium" data consumers, when in fact it refers to an
amount of data. The crux of the issue is that you are selling
"unlimited" data access (an offering which keeps me subscribing to
Sprint) and then decide that certain devices need to pay for "more
unlimited" data access. This is, if you will excuse so crude a
simile, like charging fat people more for the buffet.

This is the help text that is displayed when I click on the "Premium
Data" section mentioned at the beginning:
"This phone can do it all and then some. Because we've boosted your
data experience with this phone's amazing services and features,
you'll need this add-on. Enjoy:
A wicked fast processor to make your apps run smoother and faster on
our Sprint 3G and 4G network
Top quality media experience with oversized screen, high resolution
video and HD recording
High-quality pics to snap and share with friends and family"

This makes little sense and is very offputting. My "data experience"
remains unchanged from my last phone, aside from the WiMax radio,
which is apparently not referred to in premium data. All the items
listed in this section are hardware benchmarks that have the potential
to create large files and make copious use of data. That is, a larger
data amount. I have paid a premium for a new device which connects to
the same data service.

I'm not trying to tell you that it's wrong for smart phone users to
pay more for data service than dumb phone users. I'm saying you
should be more upfront in the plan designations you use. Don't sell
me an unlimited data plan for $25 and then add a mysterious $10
"premium" fee for using more unlimited data. (it would make more
sense if that $10 made the unlimited data faster) If you must, sell
unlimited data for $25 to dumb phones and $35 for smart phones.
That's much less confusing about what we're paying for and what we're
getting. Of course I'd much rather see you disclose the limits that
are in place, either physically or based on policy. If you want users
to pay more when they pass 500 MB per month, say so. And be honest
about the average speeds users can expect, not the theoretical
laboritory speeds that will never happen in practice. I think your
customers will respond much more positively to frank disclosure and
respectful claims of capability than snappy text about "wicked fast
services", infinite resources and intangible premium upgrades.

Contact.

Thank you for contacting Sprint. I am happy to assist you in regards to
your feedback.

I understand your concern about the character limitation in the email
box. You may reply to this email with the details of your concern and
let me assure you also that there will be no character limitation in
reply to this email.

In order to best resolve your issue, a Sprint Care Representative would
like to speak with you personally. You will receive a call from us
within 48 hours at: XXX-XXX-XXXX.

If there is a different number you prefer we call, please reply to this
email. We are looking forward to speaking with you and addressing your
concerns.

We value your business and appreciate the opportunity to answer your
questions. Please reply to this email or visit sprint.com if we can be
of assistance.

Sincerely,
John C.
Sprint

Feedback for Sprint.

Sprint recently decided that the extra $10 fee I'm paying for my 4G phone is not actually for 4G service. It's "Premium data" service. Which is confusing to me since the data is no different than it has always been, with the exception of 4G. I wrote up my thoughts in a, I think, wildly composed and respectful format and attempted to submit them for someone to read. It didn't work. I've found two feedback forms on their site, neither of which will accept my text. One of them says there are illegal characters, and the other has a character limit of 1200. So while I wait for them to answer my feedback about an actual email address to contact I figured I'd put it up here.

>> Form: Ask A Question-Manage
>> Topic: General Inquiry
>> SUB Topic: General Inquiry
>> =============================================================
>> Original Question:
>> Question: I wish to submit feedback that is greater than 1200
> characters
>> in length. Is there a contact email address on this site that is not
> a
>> limited web form?
>> =============================================================