Quote:
Originally Posted by buckstar0814
Please, for those that have replied to my post, re-read it. This is a business. I will do my job and do what Sprint tells me but Sprint has not said replace the TP1 with the TP2. If they did I would. End of story.
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http://slickdeals.net/forums/attachm...7&d=1255499586
Taken from the text of the message: "The HTC Touch Pro has the highest service level of any phone - more than double that of any other Sprint smart device - and is driving the majority of multiple exchange and service-related escalations. Because of this high service level, we are encouraging ASCs to *proactively* move Touch Pro customers to a different replacement model when an exchange is required."
It then goes on to list the appropriate phones for exchange and EXPLICITLY states that a customer does NOT need to meet the minimum service level (3 exchanges) to be eligible for this.
What YOU are doing is stepping in and determining who is or isn't worthy of a swap. And it's not your place. Sprint has given you a list of phones to offer, and told you to swap the Touch Pro out for ANY of these. If someone asks for the TP2, that's the end of the story, assuming their phone warrants an exchange to begin with. Now you have discretion INSOFAR as whether or not someone's phone warrants that exchange, but frankly, Sprint is telling you to err on the side of swapping.
You may think you're helping the company by weeding out freeloaders, but the fact is, if they have a legitimate issue (or are whiny babies) they WILL call Sprint or try again, and take up more company resources, until they either a.) get their phone replaced, or b.) get rejected enough times to stop, and *in the process* consume more company resources than a new phone would have cost Sprint in the first place. Now if the phone's defection rate was low enough that this didn't happen a lot, Sprint probably wouldn't care. But it's clearly not an ok phone, so while you dispense moral justice, your company suffers by either lost customers or increased service time.