Lifeline-
You know that saying you don’t know what you’ve got until it’s gone? We all have been through this scenario, and probably have said that exact phrase at least once in our life, but I never thought I would apply it or experience it regarding my cell phone service. You’ve seen the memes, and we’ve all talked about and have experienced the frustration of the “electronic craze”, but what I experienced recently gave me a totally different perspective.
As you all know, my son Alex has returned home from his lifesaving TPIAT procedure in Cincinnati, Ohio. He is recovering, but due to continued medical issues and needs, I have not been able to return back to work. Our family has relied on funds from fundraising and donations thanks to COTA and our amazing community, and additionally from Fabian’s employment. We have been blessed, and the support we have received has been amazing, but maintaining our household has been rough.
This past weekend we were unable to pay the full amount of a payment arrangement we had made with Sprint regarding our family cell phone services. Not only do Fabian and I have iPhones, but each of the children do too. I know this sounds excessive and outrageous (I too even thought so initially), but I was away from my family with a critically ill child for almost two years. I missed my oldest’s high school graduation and his prom. I missed my youngest’s Kindergarten graduation and the euthanization of my beloved German Shepherd. I was not physically there. It devastated me, and it greatly affected my children.
There is nothing that compares to a mother tucking her children in at night, cheering them on as they are handed their diploma, wiping their tears after a difficult day at school, or holding your beloved and devoted animal as they exit this beautiful world, but you know what our family did have? iPhones, FaceTime, and coverage via Sprint. We are loyal customers. I’ve lost count of the years (10???). I was able to watch my oldest son Gabey, in his cap and gown, from the side of Alex’s hospital bed 250 miles away receive his high school diploma. I was able to read stories with my newly reading kindergartener before bedtime, comfort my 6th grader and reassure him that everything is going to be okay, and watch my German Shepherd Carlos wag his tail after I told him I loved him with all my heart before he passed. My cell phone also provided us functionality. I was able to get lab work results for Alex immediately from the hospital, communicate with doctors, acquire directions in a big foreign city when my OnStar wouldn’t function, check in with my childrens’ teachers, receive emails, pay bills, and even participate in fundraising while 250 miles away in the hospital with Alex. I’m sure you all can relate-this is priceless!
I never realized all I did with my phone-until Monday. Monday our service was suspended. Alex had difficulties with his glucose that day. I had no way of receiving a phone call from the nurse if there was an issue at school. I attended parent/teacher conferences with Roman, and I had no way of telling Sebby to walk to Grandma’s after school because I wouldn’t make it to pick him up, no way to ask my mom to pick Sebby up, no way to communicate with my out-of-town college student, and ultimately-no way to call the endocrinologist that night when I couldn’t bring Alex’s glucose down. I left Alex at home with Fabian, and drove to my mom’s house in tears so I could use her phone. I felt like a failure, and I had finally hit rock bottom. All I could think about was Alex being sick, school the next day, the disability hearing in Valparaiso Wednesday that I wouldn’t be able to navigate to, the teachers I needed to talk to, doctors calling, an upcoming appointment in Toledo, etc.-life. I had lost my lifeline. The one thing that was security for each person in my family when we didn’t know what was going to happen next, the one thing that held us all together through it all-it was gone, and I couldn’t hold onto it.
I don’t take no for an answer, and I never ever stop fighting, so the next day I typed a letter explaining our hardship and I sent it to every Sprint Executive or Assistant I could find an email for. I honestly wasn’t expecting a response and was coming to grips with the fact that I couldn’t pay for services and therefore was not receiving services, and then I got a phone call. It was Dianah Avelar from Sprint. She had read my letter. She knew my son’s age, knew his story, and she was calling to help. She related to me, she empathized with me, and she made sure our phones were back on, a plan was in place, and she helped me reorganize the plan so that it was the most cost effective for our family. I have never in my life experienced care and service like this. I can tell you that Dianah has a fourteen-year-old boy herself, she has a dog and a cat, she lives in Texas, her husband was deployed last year so they missed their anniversary, but she took the day off Friday so they can celebrate. This is how personal she got. It was real, and she knew that what I was going through was real.
This is the definition of customer care and service. Thank you Dianah Avelar! Because of your care, your empathy, and your genuine willingness to help my family when I couldn’t, we are forever Sprint customers.
Thank you Sprint. Thank you for listening and for giving my family this opportunity. Thank you for being our lifeline.
#Sprint #MarceloClaure