I will warn you this is a very long post as far as reading the emails going back and forth. On the short I had a Mogul working for 7-8 months then all this started. First was replaced by a refurb that they made me buy. Then after that refurb and another refurb in a 2 week span the store gave me a new one. (4th phone) and now it has been acting up. Any ideas on what I should do? I love the Mogul and my first one worked great for that time frame now I can't seem to get one that does. Thanks in advance for any help or ideas.
To whom it may concern,
I have been having many issues with my Mogul. I first got the device at
the start of the year and from the start noticed problems. White dot in
the lower left hand corner of the screen started it off and then
followed up by the unit lagging a lot. Not to mention the fact that when
I got the phone I was told I could send and receive picture mail which
being your top end phone I figured the sales person was right in telling
me this. Later I found out he was wrong and when I went in to the store
was basically told sorry about your luck. Well I kept the phone because
I liked it and you had nothing better. After couple more months the
lagging on the phone got worse and took it in again and was told the
phone is fine. Couple more months p***** by and the unit screen was now
not coming on all the time just the same the white dot had started to
get bigger. So, I was not able to make it into the store and had to have
someone else take my phone in for me. When they brought the phone back
to me it now would not turn on at all what so ever. So the phone I had
taken to the store although wasn't working correctly it was still
working was returned to me not working. When I called the store to ask
what they did they said they flagged the phone. I immediately left work
and went to the store I normally go to and talk to them. The apologized
to me and explained that because the tech there had already done
something to the phone they couldn't help me. I did not like this answer
and called customer service. After being on the phone with them for
almost 3 hours and transferred 4 times I was finally told to go to a
different store and that if I paid $50 they would give me a refurbished
phone. I had no choice but to do this. I drove 23 miles to pay for this
refurbished phone and when I got it the touch screen I noticed was very
slow in response. I had to take it anyways because I had no other choice
at the time. Later that evening the touch screen basically stopped
responding, also the keypad was coming up from the device. The next day
I went in to the store that I normally go to and they couldn?t believe
all the trouble I was having and told me they would order me a brand new
phone and it would be 3 to 4 days. I waited a week and still no new
phone so I called and was told because of the hurricane that all
shipments had been delayed. I found this rather odd so I decided to call
some other stores in the area and ask them. In calling other stores I
found out that many of them had received 2 to 3 shipments including the
Mogul cell phone in the time frame that I had been waiting. Not happy
with this I went ahead and waited another 2 days and finally after I
called the store they said it had come in. I went to pick up my phone
and they handed me yet again another refurbished phone after they told
me they were going to get me a new one. I was extremely upset with this
as they had made certain to tell me since all my hassle they were going
to fix everything by giving me a new one. I stayed at the store tested
the refurbished phone which it was also a faulty device so after 2 hours
in store I finally walked away with a working phone. I had the phone
right at 2 days and the internet and wifi had started giving me
problems. I was on the phone with tech support for about a hour getting
that to work. Now a couple weeks later the phone is messing up again.
The text messaging is lagging very bad and this is after clearing the
messages and doing a soft reset as well. The side button to turn the
phone on and off is also at times not functioning. I have called in to
the customer service and they always say the same as to would you be
interested in upgrading your phone for a cost. First, off there really
is no upgrading this phone in my eyes at the moment as your newer style
phones as the Touch and the Diamond do not have the keyboard. Plus for
them to tell me I have to pay for something else when I have already
paid not once but twice for my phone and it still does not work is
extremely poor customer service. Can you please advise me as to what can
be done about this? Thank you for any and all help you can provide.
Best Regards,
Me
Sprint rep replies-------------------------------------------------------
Dear ,
Thank you for contacting Sprint. I will be happy to assist you.
I am truly sorry to hear that you have had so many problems with your
Mogul.
As stated in the terms and conditions of the equipment protection plan,
we will only be able to replace your device with a reconditioned phone
of the same model. We are unable to exchange it for a different model
phone.
If you would like, I can gladly send you out a replacement phone free of
charge.
If that option is not your preference, then you will need to do a
handset upgrade and opt for a different model.
You can check your upgrade eligibility at
www.sprintrebates.com.
Thank you again for contacting Sprint. We appreciate your business.
Sincerely,
Brandon
Customer Service Specialist
Sprint
My reply----------------------------------------------------------------
Brandon,
I understand the terms and conditions. I also understand that Sprint has done this twice and even once when promising me a new phone because of all my troubles. Just the same one of those times "Selling " me a refurbished phone when I shouldn't have had to pay for it since it stopped working after one of the techs looked at it. So, having your top of the line phone for around a year and it truly working for maybe a month is what I paid for? Let's also not forget that the phone which I was also told can send picmail can not send picture messages but your less model can. I have more then one line open with Sprint and I would like to keep it this way but what is the point in paying top dollar for a item just in turn for it not to work. Then when you say you are going to replace it with one that does it still doesn't work. Like I said I have been through this not once, not twice, not even three time, but four times now. And now since your company has failed to provide me with a working phone 4 times over the past couple of months even though I have forked out the extra money to get the working phone your telling me I have to buy a new phone? Does this make any since? Your going to make a product and call it your top of the line product then one it doesn't do everything it should do, and two when it doesn't work you will force someone in to paying even more money to buy another phone from you? This is not acceptable. If I pay a top of the line price, I would like to have top of the line service.
Best Regards,
Me
Sprint------------------------------------------------------------------
Dear ,
Thank you for contacting Sprint.
I have reviewed your reply and understand your concern. Again, I will gladly send you a replacement Mogul but make no guarantee that it will be new.
I'm sorry that you were misinformed about the Picture mail, I really am, but unfortunately I was not the one who misinformed you. Furthermore, all features are listed on Sprint.com for each phone for customer review.
Again, I am not able to send you another other model except for a Mogul, so please let me know if you would like your replacement device.
Thank you again for contacting Sprint. We appreciate your business.
Sincerely,
Brandon
Customer Service Specialist
Sprint
Me---------------------------------------------------------------------
As I have said I have went through 4 Moguls already 2 new and 2 refurbished Moguls already that Sprint has gave to me. ( One of which you made me pay for) None of these worked, so I was given a new one. Only a couple weeks after getting the new one it is not working properly. I know it was not you that gave any information for the picture mail, but it was someone working for and speaking for Sprint. Even at that the phone has everything it needs in order to send and receive picture mail. Sprint has decided not to allow there top of the line device to do this. Why is that? So, are you saying that you want yet again to replace my phone and give me a 5th Mogul? Also if this is the case I would like my money back for the phone I had to pay for that also did not work. Is this just a scam to get more money out of your customers? I'm just curious because I keep getting phones that do not work or only last a little while. If this is the case I'm sure HTC, Engadget, BBB, and the rest of the mobile community as well would love to know about it.
Best Regards,
Me
Sprint--------------------------------------------------------------------
Thank you for contacting Sprint.
I understand your concern but again, my word stands firm.
We will only be able to replace your Mogul with another Mogul.
Picturemail on the Mogul would require the development of additional software for the Windows Mobile phones. This software has not been developed by Sprint for HTC Mogul at this time. We have not been provided a specific reasoning for the decision not to develop Picturemail software for the Mogul phones - this decision was made by our development group.
Since you are beyond your 30 day return period we are unable to grant your refund request at this time.
So again, please let me know if we can help you by sending you a replacement device.
Thank you for choosing Sprint.
Sincerely,
Brandon
Customer Service Specialist
Sprint
Me----------------------------------------------------------------------
Although I am not out of my 30 days. I was required to purchase a broken phone from Sprint, then it was replaced with another one that also did not work, then it was replaced with another phone that also is not working correctly. The first replacement was about 3 weeks ago and the most recent was a week and a half ago.This in turn means I do have not had a truly working phone nor have I had my current phone for over even 15 days. How many times are you going to replace my phone? If you can replace it with one that actually works that would be great but the last 3 replacements once again (One that I paid for) did not work.
As for the picture mail, you mean to tell me even though you have sold this phone as your top of the line phone for so long and a lot of your reps in the stores claim it can do everything you still don't want your most loyal customers that pay the most for the products to have features as your lower end products?
Best Regards,
Me
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