I am leaving sprint and my touch pro..must read.

[djhes]

Long story here but you can see how much BS I have gone through, I am done with SPRINT.

Monday Nov 9th - i was setting up my 4th TP replacement, and to no surprise it isnt working right. (cant multi select emails, random shut offs, cant set up email right etc) Called support @ 430pm told them my issues and the lady said, "the Touch Pro cant multi select emails." I said, i have had 3 of them, and YES they do. She said she would transfer me to tech support. HUNG UP ON. I call back, 20 mins later i get transferred and they send me to tech support. I tell them my hotmail isnt getting set up right (like my other 3 TPs) every time i enter the account info, it just launched opera and has me login online. it wont let me set it up as a mail account. we argue for a bit, he thinks i am just seeing things. I tell him i can set up gmail, and outlook direct push, just not hotmail. he said "well have you thought about contacting Hotmail then?" I was SO mad. I told him i wanted to talk to his manager. he said his manager is busy. we end up getting the email working, for some reason i had to set it up through Windows Live. Still didnt solve my other issues. I said i am going to go into the sprint store and check with them since he cant help me.

6pm - I went to the Sprint store, they dont have a service center at this location any more. crap. I went home and called support back, said i want to speak to a "Resolution Specialist" and they make me explain to them again the issues i am having (in her broken english). i explained what was going on and i want a replacement for my replacement phone. she said, "want me to transfer you to insurance" i said NO. i said, just transfer me to tech support, and i will have them do it since you dont know what you are doing. She said "I can get you the number" she reads me the number, and i said ok, WHAT number is that to. she said "Thats the phone manufacturers number". what the hell is that going to do for me??! i said TRANSFER ME TO YOUR MANAGER. She said fine. THEN SHE HUNG UP ON ME! I called back had to explain that i wanted to speak to a manager. she made me explain the problem again, and then transferred me to a manager. i told the lady manager that i wanted a replacement for my replacement phone, it was just configured and it already doesnt work right. I asked to hear if there are any other options for this phone. They named a couple phone below my TP, i said no, im not downgrading my phone. I asked about a TP2, she said they could do that, i would have to buy it though with a $75 discount so my total was $475 and i would have to extend contract. I said absolutely not. I said just replace my phone with the same TP then and it is ridiculous this is my 4th defective phone, she said they couldn’t replace because it was my 4th one. I had to go into the store. I said i dont have time to go into the store, just ship me a replacement. Then she said she can get me the TP2, but it isnt covered on my SERO plan, so i would have to change plans! I said I KNOW IT IS COMPATIBLE WITH MY PLAN. she ended up agreeing to ship me a replacement TP (no TP2) and then transferred me to ANOTHER manager. he said "so what’s wrong with the phone" I said you are kidding me. i explained it to him again, and he said, "well how about we just replace it with a new phone, sounds like you have had many issues with this one so we don't want to send you the same one, how bout a TP2?". This is what i was asking for for the last 4 hrs!!! he said he was going to transfer me to another rep (7th one of the night i think) and they were going to get my info to place the order. I gave them my info, and they said the manager will call me back tomorrow and verify everything.

Tuesday Nov 10th – No call from Sprint Manager.

Thursday Nov 12th – I call for status update. The rep says they see a TP2 is in process, but waiting on manager approval. I ask for an ETA. They said they don’t know. I said ill wait a couple more days.

Monday Nov 16th – I call to check the status again. The rep says they will transfer me to another dept, one that they see on the notes to send me to. Transferred me, THEY HANG UP ON ME AGAIN. I call back. They said they see the note, will transfer me to the correct dept. I get transferred to Tech Support! I tell them my situation. I was told I had a replacement phone that would be sent etc, she said she sees that it is waiting on a manager. I said I want to be able to be transferred to the manager that said they would call. She plays dumb and says she has to speak to her manager. She comes back and says they can send a replacement of the same phone. I said, I was told I was getting a TP2. She said they see a note about getting the TP2 for $475, but nothing about getting it as a replacement. SHE JUST TOLD ME THEY SAW THE NOTE ABOUT THE TP2! I said I want to talk to a manager, she put me on hold for 10 mins. Came back and said they could replace with some other, cheaper phones. I said no and explained yet again the conversation I had with the previous manager he said I would get a TP2, it was on order, they got my address, etc. she said there was a note about a TP being ordered, but I had to go to the sprint store to have them check my device, it was faulty, then they would replace it on the spot with a TP. I told her that was never discussed with me. And I told her the person that approved the TP 2 was a 3rd level manager, and it was a man, not a woman. I said LET ME SPEAK TO YOUR MANAGER. She came back on the line again and said they can only replace with a TP, a new one this time, not a refurb. I said, you know what. Fine. I just want a phone that works. She said since its not a standard process they would have to call me back tomorrow to get everything taken care of. I said fine, and I expressed how pissed I was that I have been given 6 different excuses as to why I cant get a replacement, and I am sick of the multiple stories from their end.

Tuesday Nov 17th – The rep actually calls me back. She says now, they can offer a TP2 but it is not within my SERO plan, so I would have to switch plans and extent my contract. I SAID NO F-ING WAY. I told her I know it is compatible, and that it would be like saying if I went to Best Buy, bought this TP2 for $475, then set it up, that it wouldn’t work with the plan I have. I said that is BS, I bought my TP form Best Buy and it is compatible. She had the nerve to say “well maybe that’s the problem, maybe your current plan isnt compatible with the TP, that could explain all your problems. WTF are you SERIOUS!! I am having software issues, the phone plan works fine. She said no, it could be related etc etc. I said you got to be kidding me. I said just send me the TP. She said it is out of stock, and that I had to choose a different phone from a list of crappier phones, and that this was the final offer they could give me. So now they are telling me that they cant even replace it with my TP, and that I can only replace it with a crappier phone, and I have no options. I quit. I said, I am just going to take my phone into the sprint store to see if they can fix it, I will make time for that, then I will cancel my contract when I see fit and I have had it with all the inconsistent bull crap they are sending to me.

[kitts]

Please be courtious to the CSR on the phone. They are really good, if you talk to them nicely. After all they are also human beings.

Most of the issues you have yelled at CSR were user error. It has nothing to do with sprint as a company.

I love my 4th sprint tp, and I am on SERO.

By the way, I am a PC and Windows 7 was my idea!

[titaniumgiant]

WOW! THAT IS BOGUS! You need to engage Better Business Buerau, let them know as well, right directly to the president of sprint of your dilemna. do not let them get away with this. this is absolute crap!

[djhes]

Originally Posted by kitts

Please be courtious to the CSR on the phone. They are really good, if you talk to them nicely. After all they are also human beings.

Most of the issues you have yelled at CSR were user error. It has nothing to do with sprint as a company.

I love my 4th sprint tp, and I am on SERO.

By the way, I am a PC and Windows 7 was my idea!

Yeah i hear you, but its really hard to be super friendly when they tell me to contact Hotmail with my email setup issue on THEIR phone. They treated me like i was an idiot! telling me my phone is may not be compatible with SERO plan, and that could be the problem...REALLY? Help me out and digg this topic, people need to know Sprint has fell off completely.

[titaniumgiant]

Here ya go buddy...send off a message to him and see what happens. Also, if you got any names from these csr's feel free to use them too in your letter to them.


Mr. Daniel R. Hesse
Chief Exec. Officer, Pres, Director, Chairman of Exec. Committee and Chief Exec. Officer of Local Telecommunications Division
Sprint Nextel Corp.
6200 Sprint Parkway
Overland Park, KS 66251-4300

[titaniumgiant]

Correct..i was not even gonna acknowledge that with a response.

[Squirrelxss]

Sounds like the bs they always pull on me, my freind can call and get whatever he wants, i call and they basicly tell me to **** OFF.

[djhes]

Haha that is awsome, ironically, my last name is Hesse also. One other issue i have seen, unless i can get the audio of the conversations, (i should have recorded) is THEY select what notes get put into the account, any valid points i make over and over again do not get added.

[titaniumgiant]

Contact him and let us all know if he was able to help you out with your dilemna. I am really curious to see what would happen

[kitts]

Originally Posted by djhes

Yeah i hear you, but its really hard to be super friendly when they tell me to contact Hotmail with my email setup issue on THEIR phone. They treated me like i was an idiot! telling me my phone is may not be compatible with SERO plan, and that could be the problem...REALLY? Help me out and digg this topic, people need to know Sprint has fell off completely.

C'mon man.. you should know how to setup the email account on an advanced phone like TP. Do not expect a basic customer service rep to know the working and setup of all phones they sell. For them, you are able to setup other emails, but not Hotmail. Technically it means, there is a problem connecting/setting up Hotmail account. Not a phone issue. They have not promised anything about FREE Hotmail setup anywhere in the contract, right? If you have searched in ppcgeeks, you could have figured out by yourself and avoided the frustration.

Again, leaving Sprint SERO for the simple frustration is s-t-u-p-i-d-n-e-s-s.