Originally Posted by hyakku
Alright, I've had this mogul since july, and there have been kinks but I've been able to deal with that, plus, i detest dealing with customer service.
Anyway, about a week ago I notice when I slide the phone up it's feeling "wobbly" i guess you could say. A day or two later, I slide open the phone to text, and the screen just pops off and starts dangling by the thin strip that switches the phone from landscape mode to normal mode. I was getting back home on the east coast in a few days so I let that rock, and as I was headed to the store, I pick up the phone and the screen literally just falls off, but the phone itself is still working. I know because I keep getting calls, txts, email notifications, etc.
Get to the sprint retail store, tells me to take to technicians, they tell me its physical damage and warranty doesn't cover this in stores (right there I really wished I read those terms of the warranty better, but I don't recall anything about not being able to fix physical damage in stores) and they tell me to call asurion. Asurion tells me that the mogul is backordered and offers me a touch. One, that phone imo is an inferior product to the mogul, and two if I wanted a touchscreen phone I would have purchased the iphone. They also then tell me that it might be in 7-10 days, but it might not. I leave to go back to the west coast and possibly europe in about 10 days, so I tell them I can't have that, and there's no way I'm going to pay EXTRA to ship my own phone to myself because of stocking issues.
They tell me to call Sprint, I call sprint thinking I'm making progress with a sales rep (idk why the technical support people patched me there but whatever). She says that I can choose a new phone and pay the difference in retail price, or that's what I thought she said. Then, they tell me they have no pros for me to PAY for (I'm paying to get my own phone back when I bought the warranty, thanks), but touch's and touch diamonds. She also for some reason offered me a BLACKBERRY, and I promptly told her I wasn't going to pay more of my Sero plan in addition to buying a new phone from them because they don't have the phone I insured in the first place. I ask about any other pdas including the treo.
She proceeds to say:
"Well that's $599.99"
"So my mogul was $579.00 and thats $600 so I'm paying a 20 dollar difference? Fine I don't want a treo but I'm not ultra picky as long as I have all the functionality of my old phone"
"No, you will just be paying $599.99"
What? At that I told them I would call back and hung up. Called asurion back different rep says the same thing, get a touch, or basically just dont get a new phone that's similar to your old phone at all.
This has been four days in the making. This makes NO sense. The first thing asurion says is that they are going to offer a phone of comparable quality, but they offer me a phone that costs LESS than mine and has LESS functionality as far as I'm concerned. Sprint tells me to just BUY a new phone from them. What? I never knew what people meant about Sprint's terrible customer service until now.
Does anyone know any other options I have? At this point I'm about to just file a complaint with the BBB and have them mediate this situation, as I'm just being given the run around by Sprint and Asurion. Thanks in advance
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