My attempt to trade-in my Mogul.

[Cicatrize]

Yesterday, I wrote a long e-mail to eCare explaining about how the Mogul is such a wonderful phone, but has so many problems that I'd rather just pay my ETF, go to AT&T, and get the Tilt. I said that I would consider remaining a Sprint customer if they were willing to trade my Mogul straight up for a Touch. Blah blah, so here is their reply:

Originally Posted by eCare

Dear Scott,

Thank you for contacting Sprint. I am sorry to hear that you are facing difficulty with your current handset.

I assure you that I will assist you in resolving your concern to your satisfaction.

I noticed that your handset is under 30 days warranty period. I request you to visit the nearest Sprint store to replace your handset with a new handset. You can replace the handset with a different model.

If the cost of the new handset is more than the current one, the account will be charged for the difference of the costs of the two handsets. However you need not worry about it.

Simply write back to me after the replacement. I will apply the credit against the price difference of the handsets.

<...>

I have also put a detailed note on the account so that the specialist assisting you can have a point of reference. This will also save your precious time.

You are our very valuable customer. Please feel free to write back to me if you have any further concern. We are here for you.

Bryan R
E-Care
Sprint
"Where our customers come first!"

Sounds good, right? Well, one thing is wrong here. I have less than 30 days on my REPLACEMENT Mogul...not sure if that matters, but whatever. Sounds like this dude really wants to help, and I'm thinking "wow, a Sprint person is being nice."

So I go to the Sprint store and wait for 20 minutes for a rep, and when I get one, they tell me they can't switch the phone there, and that I have to go to a service center 15 minutes away. I drove there, then waited another 30 minutes at that place. They told me there that they couldn't give me a replacement phone that was a different model, even though I SHOWED THEM the f'ing e-mail from eCare saying that I could get a different model and be reimbursed for the extra cost.

I'm really pissed off at this point, and although I probably wasn't going to terminate my Sprint account before, now I'm seriously considering it. I hate getting the runaround.

Cliffnotes:
- Mogul sucks, e-mailed eCare, said I could get a different model
- Went to 2 different sprint stores and they told me they won't do it.
- I'm an angry customer.

[papped]

You should have them do it through the mail.

Ask if you can buy the Touch on the sprint.com website and have them send a return kit for the Mogul.

Then have the rep match the price difference on your account.

[Cicatrize]

Originally Posted by papped

You should have them do it through the mail.

Ask if you can buy the Touch on the sprint.com website and have them send a return kit for the Mogul.

Then have the rep match the price difference on your account.

I don't have that option, since I have a $150 spending limit. I would hope that they would send me a Touch along with a box and shipping label to return my Mogul. Hell, even if I have to pay for the shipping on the Mogul, it's worth it.

[instrmntuvdeth]

I'd call and ask for the retention dept.

[papped]

Can't even charge it? They would basically reimburse the whole thing anyways.

[boe]

Since some people have posted they were succesful in the trade in for a touch even though they had their POS mogul for months it is possible however like all things sprint you have to call and call and call till you get a rep who wants to help you out. I'm curious if the touch will have the same BT issues - hardware/drivers or if it was something specfic to the mogul.

[poorlyduck]

why dont you write to the same person who tried to help you an tell him they refused to give me a different phone and that your really pissed, he might send you a touch with return kit.

[omegax]

OK first sprint and Ecare have no direct ties.. Hard to swallow or understand.. but its true. Ecare is from New Delhi .. which is why he used and "americanized" name.

Now to get this problem resolved. You need to CALL sprint. The retentions department is the only ones I would trust to do this swap. That or the store you purchased the first device from. Retentions are the people who keep you from canceling service by helping any situation you may have. So if its a diff phone you need tell them. I would defiantly explore this option before paying the ETF

[Cicatrize]

I've sent "Bryan" back an e-mail telling him what happened. If that doesn't work, I will call retentions. Thanks for the advice, guys.

[willysp]

Originally Posted by boe

.... I'm curious if the touch will have the same BT issues - hardware/drivers or if it was something specfic to the mogul.

No - my BT headsets that wouldn't work on Mogul (but would on RAZR2) work quite fine on Touch.