centre{source}

As I wrote in a previous post, I’ve been going through the process of renewing with Sprint PCS and getting new phones. What I didn’t post, however, was my experience with the Sprint PCS rep ’stealing’ from their own store and taking cash from me. I haven waited to write about it until I was 100% sure that was what happened - and now I know for sure.

Here’s how it happened:

As we were completing our new phone transaction, I decided I wanted a new Bluetooth headset to go with my new Sprint A900. I talked with the rep (who I will not name - I’ve already reported him to his manager) about the various headsets and decided on the Body Glove for $99. My wife’s new phone didn’t have Bluetooth, so she opted for a wired headset that was selling for $29.

The rep, in a casual voice that never conveyed anything awkward, said “We have a special. You can get both headsets for $60 in cash.” Wanting to save 50%, we immediately produced the $60 in cash and handed it to him. The rest of the transaction for our new phones, plan, etc. took another 5 minutes - and when it was over, we had multiple receipts given to us (for each phone, for our plan, and other paperwork). We left the store and headed home.

After trying to use my headset for a week, I determined it wasn’t loud enough and decided to swap it with the less expensive one ($79). I look over my receipts and cannot find one for the Body-glove headset, nor the Plaintronics headset my wife purchased. As we discussed it, we put 2 and 2 together and came up with the idea that our rep must have stolen it and kept the money for himself. This was hard to believe given the fact that Sprint is always packed with people, there are cameras all over, and even a security guard on site. I remained doubtful and returned to the store.

When I returned to the store, I walked to my rep and told him that I wanted to return the Body-glove because it wasn’t loud enough. I told him that I’d like to swap it for the other headset, but I couldn’t find the receipt in the bag. He gave me a funny look and I replied “Am I to assume there wasn’t supposed to be a receipt in the bag?” - to which he said “Yes, there wasn’t… let me get the other headset.” He then takes the Body-glove and returns with the new headset box & gives it to me - no paperwork, etc. I return home and tell my wife that we were right.

As we’re deciding what to do (its always awkward to report these things), she returns to the store and has her Sprint experience (click here to read). While she was at the store for 3 hours, she watched our rep. What appeared to be a friend of his entered the store, whispered in his ear, and then he gives her a car charger - again, no paperwork. She comes home and tells me about it. I decide to report it to the manager when I return to deal with our original phone warranty issues (again, see here for that ordeal).

I call the Store Manager and tell him what we experienced and what we saw. He is dismayed on the phone and even says that he’s shocked because this rep is one of his best employees. He thanks me and says he’ll start to investigate.

As a business owner, it scares me to think that he is in a situation where his ‘best’ employee is actually the one stealing under his very nose. While I know it was important to report from a moral standpoint, it was even more important for me to report this due to my understanding of how employee theft affects others. Employers increase controls, monitoring, and surveillance - hurting the many due to the mistakes of the few. Sad… but true.