[minter66]

Well fellas I gave it my best shot through E-care. The following is my correspondence through both a normal level employee and the second level supervisor.

Originally Posted by me

Original Question: Phone replacement
Question: Good morning Sprint!

I am writing this letter to you in regards to my HTC 6800 otherwise
known as the Sprint Mogul

About 2 months ago, I purchased a 6800 and it was fantastic!! However
the past two weeks I have started having issues where typing on the
keyboard has become a chore. Almost everytime I type on the keyboard it
double types (ssoo tthiss iiss mmyy meessaggee). I have a white
"hotspot" on my screen, the wi-fi no longer works, the "end" key will
not end the call (only the onscreen button will) and the phones USB port
is very loose (to where charging or data-transfer is troublesome). My
brother-in law is on his 3rd Mogul and is already having issues, and one
of my other friends had gone through his 4th mogul before finally Sprint
helped him out. And that is what I am requesting.
After receiving a 4th defective (and refurbished) 6800, ecare upgraded
him to a 6850. I am requesting that I not get the runaround and issued
3 or 4 more Moguls at the cost of Sprint having to examine them all and
ship them all. I have been a customer of Sprint for a long while ,
please help me out with this issue,I do not want another refurbished
mogul that will break in 2 weeks.

Thank you

And then the first response I received from Sprint, which is what I figured the standard response is:

Originally Posted by me

Dear Minter66

Thank you for contacting Sprint. I understand that you are facing
problem with your HTC Mogul.

I apologize for the inconvenience you have experienced due to handset
problem.

Currently your line xxx-xxx-xxxx qualifies for all the rebates including
$150.00 instant rebate. You can get any phone at the online price which
is noted on our website. You can get the phone at the same cost, which
is for the new line of activation. For example, the regular price of
HTC Touch Pro phone is $579.99; after instant saving of $180.00 and
mail-in rebate of $100.00, this phone will cost you $299.99.

The savings on the phone require a new two-year Sprint Subscriber
Agreement.

You can purchase a Sprint phone by logging on to Sprint.com and
selecting My Sprint or by calling us at 800-777-4681.

Or else, you can also visit a Sprint store to purchase the phone.
Please visit the hyperlink www.sprintstorelocator.com to find the
nearest Sprint store.

You can view all the phones offered by us at http://www.sprint.com Just
click on the hyperlink “View All Cell Phones” in the middle section.

We value your business and appreciate the opportunity to serve you.
Please reply to this email or visit Sprint.com/mysprint if we can be of
further assistance.

Sincerely,
Edwina K.
Sprint

Sorry, no dice...not paying for a TP when TP2 is on the horizon...sooo I shoot back with this

Originally Posted by me

Thank you for your prompt email reply, however I do not think my issue
has been addressed appropriately. The HTC 6800 I have now is a
considerable disappointment in terms of a "Smart Phone". Though I have
TEP on my plan, I do not want to send it in and have it replaced with
another 6800. I am positive Sprint and its insurance company Asurion,
are aware of the inherent defects that the HTC 6800 are shipped with.
Even worst is that Sprint does not issue new HTC 6800's, but refurbished
ones which often come with problems straight from the store. My brother
in law and my friend have both had this issue, and that is just not a
very good practice.

I am humbly requesting that when I turn my phone in for replacement that
I am allowed an HTC Touch Pro as I do not want to spend hundreds of
dollars on refurbished 6800's that will work only for a short time
before they too will need replacement. Lets cut the problem off at the
head of the snake as they say.


Thank You,

Her response...sort of getting there...but still not what I want

Originally Posted by me

Dear Minter66

Thank you for your reply.

The Total Equipment Protection Program is added to your account.
Unfortunately, it is not possible to exchange the HTC Mogul with HTC
Touch Pro under Insurance.

You can get a refurbished handset by calling Asurion at 1-800-584-3666.
Considering the long term relationship with us, I offer you $150.00
additional credit on the purchase of new handset. Please reply once you
activate the new handset on the line. We will apply the promised credit
of $150.00 on the account from E-care.

We value your business and appreciate the opportunity to serve you.
Please reply to this email or visit Sprint.com/mysprint if we can be of
further assistance.

Sincerely,
Edwina K.
Sprint

So I really start to try to turn the screws and throw some of their lingo and junk into the works. Their wording on their page is good...but unfortunately is a two way road meaning they than interpret it in their favor and the customer can interpret it in his/her favor...so I try this:

Originally Posted by me

Dear Edwina,

Thank you again so very much for your reply and for your offer of an
additional $150 off a new handset purchase, however I must decline. I
understand that the normal path of equipment replacement is to replace a
phone with a like mannered phone, however the wordage found on the
sprint site does offer an alternative solution. I have quoted the text
for better illustration:

"When equipment replacement claims are approved, you will receive the
same or comparable equipment — of like kind and quality — with similar
features as your original equipment. Replacement equipment may be
refurbished, reconditioned or different from your original phone, PDA or
mobile broadband card."

Quote taken from http://support.sprint.com/doc/sp3014...revPageIndex=9


As you can see from the text, it is stated that I will receive the same
or comparible equipment "of like kind and quality" with similar features
as your original equipment.

Additionally "Replacement equipment may be refurbished, reconditioned or
different from your original phone..."

The wording here indicates two things for my situation.

First and foremost the term "of like kind and quality" indicates I will
receive a phone of the same quality as what I have now. Honestly the
quality of the 6800 is terrible. Buttons don't work, keyboards double
type, the USB port is loose from the factory, the WiFi antennae is
easily damaged...I do not want a phone of "like kind and quality.

Secondly the terms "same or comparible equipment / with similar features
as your original equipment" and "Replacement equipment may be
refurbished, reconditioned or different from your original phone..."
indicates that a phone other than the HTC 6800 (aka Mogul/Titan) can be
substituted in place of it. Hopefully (and especially considering the
long term relationship I have and will continue to have with Sprint if
this situation is resolved) my HTC 6800 may be replaced with a much
higher quality HTC 6850 that I will continue to use on Sprint's network
for years to come.

If it would help you out Edwina, I would gladly make a claim through
Asurion and request a Touch Pro if Sprint could credit my account for
the $100.

If you feel that this ticket needs to be elevated to the next person in
the chain of command, please feel free to do so.

Again, thank you so much for your prompt and informative replies. I
look forward to speaking with you and continuing me and my families
cellular services with Sprint/Nextel

Then she shoots some gibberish back to me that is really generic.

Originally Posted by me

Dear Minter66

Thank you for your reply.

Under the TEP you will receive the different handset model when the
current handset is not available in stock. The different handset you
receive will be refurbished handset not the new handset. Also, the phone
is replaced with the handset which will have the same features as your
current handset.

We value your business and appreciate the opportunity to serve you.
Please reply to this email or visit Sprint.com/mysprint if we can be of
further assistance.

Sincerely,
Edwina K.
Sprint

So I get tired of Edwina and try to escalate it...

Originally Posted by me

Dear Edwina,

Thank you for you correspondence through this situation, you have been
nothing but helpful, however I cannot have another HTC 6800 as a
replacement phone, they are terrible phones.

Please escalate my ticket to a supervisor at your earliest convenience.

...lol so much for that

Originally Posted by me

Dear Minter66

Thank you for your reply.

My name is Steve M., a supervisor in the Sprint Care department. I am
happy to address your concerns.

As mentioned in the previous email, it will not be possible for us to
provide you a different replacement phone if HTC 6800 is available. I do
apologize for the inconvenience this may cause.

Considering your inconvenience only, we have offered you an additional
$150.00 credit on the purchase of the new handset ( this credit is apart
from all the rebates ).

We value your business and appreciate the opportunity to serve you.
Please reply to this email or visit Sprint.com/mysprint if we can be of
further assistance.

Sincerely,
Steve M.
Supervisor
Sprint

So in all honesty guys, dont do it through e-care....I have been with Sprint for over 8 years and they won't do it. I did get a $150 off plus my normal re-up price + and rebates...so I get a little victory, but I still want a TP instead of this crapbox known as the HTC 6800 Mogul/Titan/Junk