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I purchased my Touch Pro on 4/18/09. On September 7, 2009 (Monday) my screen went blank. I went to a service sprint store and assumed they would simply swap it out for a new one since I was under warranty, and the issue was no fault of my own. The store manager told me the store did not have any TPs to replace my broke one. He did however place an order under Asurium to get me a refurb replacement. He explained I would have it in 2 to 3 business days and could come back to the store to pick it up. I was ok with this at the time.

When I returned in 3 days my phone had not been delivered and they told me it had been put on back order and I would have to return in 3 more business days. I was not pleased with this but figured oh well 3 more days wont kill me and Ill just activate my old Treo 800w in the mean while. I tried to solve the problem this way and make it easy for everyone. I did however request a battery for my 800 because the one I had did not work any more. He claimed he did not have any spare batteries (he didn’t even check) and told me to buy a battery. I thought he lacked interest in helping me resolve the issue and was very rude. I was simply trying to solve the issue in the mean while until I got my phone back.

When I got home I called sprint and asked to speak to a customer care manager who after some resistance granted me a $25 dollar credit for the store mangers lack of service and the fact that I went without a phone for 6 days. I received my refurb on Sept 12, 09 and by the 15th the refurbished TPs screen died again.

This morning I called sprint, told them my situation, and got connected to retentions. I spoke to a regular retentions rep who understood my problem but could not do anything at his level. He then connected me with a retentions manager. I explained to her that I was an 8 year sprint customer who is also a premier customer. I also told her that my last 3 phones from sprint have been the 700wx, 800w, and the Touch Pro. I told her that I did not think it was unacceptable to continue to receive faulty refurbished TPs ( some people are on their 5th or 6th refurbished TP). I also told her my average monthly bill is $150 for 2 lines on the everything plan.

Bottom line this was unacceptable, sprint would loose money by constantly sending me refurbished TP's, and for crediting me $25 every time I was unsatisfied with their level of service. I then asked her to simply send me a BRAND NEW TP to end this dilemma or upgrade me to a TP2, which I then told her was what I really wanted (rather than having another TP break on me). I explained to her that while I really enjoyed the TP we both new that it was not the most stable phone with its ongoing screen and keyboard issues.

She agreed and I got it for FREE! I would have paid $100 for it (which still would have been sweet!) however sprint mistakenly denied my original $100 mail in rebate on my TP. So she corrected that and the final price was $0.

Its coming in tomorrow through UPS. Ill have a $149.99 balance on my account and when they receive my currently broken TP they will recredit the $149.00. Leaving me a $0 dollar balance.

I wrote this to help out those who may be in my same position and think its unfair since most of the refurbs are faulty and break within days or weeks of delivery. I hope this helps some of you validly argue your point. Keep in mind that being polite and cheerful even though your P-off will benefit you greatly in the end.

Here is a link from sprint users that also helped me construct a better argument. I even went as far as to tell the Manager that I found this on Sprint Users and thought this might help her. If it makes their job easier they might be more willing to help you too. Good luck!
http://www.sprintusers.com/forum/sho...d.php?t=193756