Customer FAQ's

Q: Why is Sprint updating the Sprint Premier program to have two tiers of benefits?
A:There are several reasons why we are updating our Premier program:
1. Premier has grown significantly in the two years since we launched it. It's now large enough that having two levels of benefits makes sense.
  - It makes sense for Premier Customers who have told us on the Premier Community that it's only fair that we recognize those Premier customers who spend more or those Premier customers who have shown us their loyalty by being with us longer.
  - It makes sense for Sprint because – like everyone in this economy -- we have to make our dollars stretch further so that we can recognize more customers yet still afford meaningful Premier benefits.
2. It's common for rewards programs to have levels of benefits that provide more to customers who spend more or who have been with a company longer.
  - The Sprint Premier package of benefits far outranks any rewards program offered by national competitors, like AT&T, Verizon & T-Mobile.
  - We made sure that S|P Silver retained the benefits that were popular with most of our customers.
  - The number one ranked benefit by customers is the 6-month plan check up where we proactively analyze your usage and let you know the results.
  - And, several hundred thousand customers a month take advantage of the Premier 25% off accessories when purchasing two or more, greater than the number who take advantage of any of the other Premier benefits.
  - We also scheduled launch of the tiered benefits for April 1 so that we could ensure you have a full two months to take advantage of the Premier early upgrade in case you'd been planning to do so.
3. All of our customers are important to us. That's why, along with Sprint Premier, we've invested to bring you affordable unlimited plans and a leading edge 4G network. With the Right Plan Promise, we also let you change your plans anytime, and with our "New for You" program, you can get your best new customer price on a phone every 22 months.
Q:How do I qualify for S|P Gold or S|P Silver?
A:Effective April, 1, 2011, to qualify for Premier you must be a Sprint customer for at least 6 months, your account must be in good standing and you meet one of the following criteria:
- S|P Gold Customers:
  - Maintain a 3-month average of at least $89.99 for individual plans, or
  - Maintain a 3-month average of at least $169.99 for shared plans, or
  - Have been a Sprint customer for 10 years or more.
- S|P Silver Customers:
  - Maintain a 3-month average of at least $69.99 - $89.98 for individual plans, or
  - Maintain a 3-month average of at least $99.99 - $169.98 for shared plans,
- Note: Once you reach 10 years of service with Sprint, you are automatically graduated to S|P Gold status regardless of the plan you are on.
- *3-month average includes base rate plans only. Add-on services do not qualify. The average is figured per plan before any discounts are applied. Additional lines on shared plans or multiple plans on the same account do not count toward the minimum spending requirement.
Q:Have the qualifications to become Premier changed?
A:No, the entry-level criteria to become Premier has not changed. The change is that the Premier benefits will be tiered, providing additional benefit to Premier customers who maintain higher eligible spending or who have been a Sprint subscriber for at least 10 years.
Q:What is the difference between S|P Gold and S|P Silver?
A:The annual upgrade benefit is only awarded to customers who achieve S|P Gold status. Both S|P Gold and S|P Silver share all other Premier benefits.
Q:What Premier benefits are staying the same?
A:The following key benefits go to ALL Sprint Premier Customers:
- Proactive Plan Checks
  - A complimentary plan check up every 6 months, proactively letting you know if you can save money.
- Accessory Discount
  - 25% off purchase of two or more accessories anytime for any line on your account.
  - This offer is redeemable only in participating Sprint-owned retail stores or by calling Premier Consumer/Business IL Telesales at 888-215-4178.
- Just Because Perks
  - Random acts of customer appreciation: They may include, free trips, tickets and more. Sprint may randomly select you as a winner or provide sweepstake opportunities offering you a chance to win something special.
- Sprint Premier Online Community
  - Online user community for you to chat with fellow Sprint Premier customers or talk directly with the Sprint Premier program managers about questions or ideas for Sprint Premier.
- Premier First-to-Buy Occasions
  - You're given opportunities throughout the year to be the first to buy new products. Be sure to have opted in for emails to receive your notice about these opportunities, or you can watch for them on the Premier Community forum.
- Anniversary "Thank You" Card
  - A way for us to say "Thanks for being our customer" where you can select from 75 bonus minutes (25 minutes awarded over 3 consecutive months), OR a $5 credit on your bill.
- Sprint Premier Website
  - A Website that provides all the information you'll need to know about Sprint Premier. All you need to do is log-in to My Sprint and locate the S|P logo and click on "Show me my rewards."
  - A Sprint Premier Web page www.sprint.com/premier available to both Sprint Premier and non-Sprint Premier customers. Another place to be able to stay on top of Sprint Premier eligibility and program benefits.
- Sprint Premier Customer Newsletter
  - You'll also receive Sprint Premier Connections every month with information designed specifically for you.
Q:How did Sprint notify customers?
A:We've communicated through a variety of ways to ensure that our customers are aware of the coming update to Premier.
- On January 21– 26, 2011 a letter was sent to all Sprint Premier customers announcing that beginning April 1, 2011 the Premier program will be updated with two levels of benefits, and informing customers of their expected status (e.g., Gold or Silver) based on their current account data. The letter also provides a special Web site (sprint.com/premierupdate) to learn more information.
- In February and March 2011 we:
  - Put a message in all printed bills letting customers know the Premier program is being updated with two levels of benefits and providing a special Web site to learn more information – sprint.com/premierupdate.
  - Posted information on sprint.com/premier, Sprint Premier customer Web site and the Premier Community forum with links to the special Web site providing more detailed information.
  - Included the news in the February issues of all Sprint Connections, including the eNewsletter, direct mail and mobile version.
  - Applied an Urgent Account Note to all Premier accounts enabling Sprint representatives to identify if your account is expected to be S|P Gold or S|P Silver effective April 1, 2011.
Q:How can I tell if my account is S|P Gold or S|P Silver?
A:Effective April 1, log onto your account on sprint.com, look for the S|P logo where it will tell you if you are S|P Gold or S|P Silver.
Q:Is it possible to move between S|P Gold and S|P Silver status?
A:Yes, if you change your service plan, your Premier status may change. If you move up to a $89.99 or above single-line plan, or a $169.99 shared plan, you will move to S|P Gold once you maintain that average for 3 months. Or, if you move below a $89.99 on a single-line plan or $169.99 on a shared plan, you will move to S|P Silver.

Also, once you achieve 10 years of service with Sprint, you automatically qualify as S|P Gold.
Q:How is my upgrade eligibility impacted?
A:Now through March 31, 2011:
- Customers who meet the Premier 3-month average* of at least $69.99 for individual plans or $99.99 for shared plans, or accounts that have 10+ years service are eligible for one annual upgrade:
  - For customers who qualify due to their plan, the annual upgrade benefit generally goes to the Primary line on that plan
  - For customers who qualify due to years of service, the annual upgrade benefit generally goes to the Primary line on the account
  - To confirm which line(s) on your account qualify for the annual upgrade benefit, simply log on to sprint.com/upgrade and look for the lines on your account that are upgrade eligible at 12 months.
  - All other lines on a Premier account are eligible to upgrade every 22 months under Sprint's New For You upgrade program.
Effective 4/1/11:
- Sprint Premier Gold accounts will continue to receive the annual upgrade benefit based on maintaining a 3-month average of $89.99* for individual plans or $169.99 for shared plans, or for 10+ years service. Gold accounts will receive one annual upgrade per qualifying plan.
- Sprint Premier Silver accounts:
  - If the line qualifying for an annual upgrade is 22 months from the last upgrade, there is no impact. The line would continue to be eligible for an upgrade under Sprint's New For You upgrade program, which allows eligible customers to upgrade every 22 months.
  - If the line qualifying for an annual upgrade is 12-21 months from the last upgrade, the upgrade must be used by March, 31, 2011. Otherwise, effective April 1, 2011, the upgrade eligibility on that line will be changed to 22 months.
  - If the line qualifying for an annual upgrade is less than 12 months from the last upgrade, their upgrade eligibility will be changed to 22 months.
  - To check your upgrade eligibility go to www.sprint.com/upgrade.
*3-month average includes base rate plans only. Add-on services do not qualify. The average is figured per plan before any discounts are applied. Additional lines on shared plans or multiple plans on the same account do not count toward the minimum spending requirement.
Q:Why should I stay with Sprint if I no longer qualify for a Premier annual upgrade?
A:Sprint offers the New For You program that allows you to upgrade every 22 months. In addition, you still get a number of great Premier perks, like accessory discounts, complimentary plan checkups, and more. And don't forget the overall value that Sprint offers its customers: o A range of affordable unlimited plans o Award-winning phones like the EVO and Epic o A 4-G network in 70 markets and growing o Sprint Free Guarantee and Sprint 30-Day Satisfaction Guarantee. For details go to www.sprint.com/guarantee o Right Plan Promise, which allows you to change your plan anytime with no impact to your Service Agreement
Q:What if I want to change plans so I can be eligible for the annual upgrade benefit?
A:You can change your plan to an individual plan of $89.99 or above, or a shared plan of $169.99 or above. Once you maintain that average for three months, you will automatically become S|P Gold and receive one annual upgrade per qualifying plan on your account.
Q:If I've been a Sprint customer for 10 years, when do I become eligible for the annual upgrade benefit?
A:Once you reach 10 years, you become S|P Gold. The line on your account that qualifies for the annual upgrade can take advantage of it 12 months from the last time it was upgraded.
Q:Can I continue to receive the annual upgrade if I am S|P Silver?
A:Only by changing your individual plan to $89.99 or above, or your shared plan to $169.99 or above and maintaining that average for three months, which would qualify you for S|P Gold and one annual upgrade per qualifying plan on your account.
Q: What if I change to a plan that is lower than the minimum rate requirement for the S|P Silver?
A:If you change to a plan lower than the minimum requirement for Sprint Premier Silver, you will no longer qualify as Sprint Premier once you fall below the minimum 3-month average. You will receive a letter notifying you of this change.
Q:What if I still have questions about the Sprint Premier program updates?
A:If you continue to have questions, you can contact us by pressing *2 and Talk from your phone or calling 888-211-4727.