I recently upgraded my phone to an HTC EVO, which is an amazing phone, and discovered the importance of your “primary line.” If you have multiple lines on your Sprint account, be sure to check that your main number is designated as the primary line. If it’s not, you will not be able to upgrade your phone every 12 months for the full discounted price.
I learned my lesson, and am still dealing with Sprint customer support. 2 online chat sessions, and 2 calls so far. Why? Well, I didn’t realize my main number wasn’t designated as the primary number, so when I bought my HTC EVO online, I only received $75 credit. $75 is half the discount available. So I had contacted Sprint about it, and they said since this number wasn’t my primary, I could only receive the normal 12 month discount. This sounds reasonable except, the main number, aka primary line, is my very first number I had on my account. I added a phone for my mom and 2 lines for business, but never had to designate a primary number. I guess Sprint was nice enough to pick one randomly for me. The real kicker is that one of the 2 business numbers were designated as the primary and these 2 lines have been inactive for over 2 years! I just kept them on because there was no additional charge for them.
When I asked the customer support representative, “So if I had just called you before I bought my phone to switch my primary number, then I would have received the full discount?” He said, “Yes.” If only Sprint told me what my primary number is by designating it on my bill or online account, I would have no issues with this, but I had no clue, what I thought to be, my “primary number” was NOT my primary number.
I’m still dealing with support trying to get the full $150 discount. More on this saga to come…So far I’m not liking being a premier customer.