Rep called me back and told me that he couldn't figure out a solution for me. He told me that they STOPPED replacing the TP with the TP2. He suggested I call HTC. I told him in a very polite way (this guy has been super nice) that I he has been super helpful, but that I was really frustrated at this point, and didn't want to keep getting kicked around with no resolution. He said he was going to notate my account and transfer me to "Device Exchange" and let me haggle with him based on his notes. He said that as a rep, his hands were tied as to what he could do, and that he was sorry that he couldn't give me the answer I wanted, and that he would want, but that he could "do some footwork" to try and get this resolved.
I could basically tell at this point he was saying: I wanna send you a TP2 but my manager either can't or won't let me, BUT we think if I put in these notes, I can transfer you to a department that CAN do it.
After writing the noted for a bit, he came back and asked me to try one last thing, which was a hard reset. Haha, the funny part is that he gave me the wrong MSL to do it from EPST, so I am going to do with vol down + dpad + power. Though I am 100% sure I'll still have the problem.
I only have the phone in question to talk on, so he's going to call me back in 30 minutes. Hopefully he got the approval to send a TP2 is the hard reset doesn't work. I guess that's normal "triage" as the original memo described, that he needs to get out of the way. Fingers are crossed, I think I am close here!
Quote:
Originally Posted by shatner
Good luck ART if you went to the Brentwood store, those guys are A-holes! I would never go back there except to hand the manager a formal written letter of complaint!
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It was the store in Smyrna. I have avoided the Brentwood store at your suggestion. So far I have been to the Columbia, Donelson, and Smyrna stores with no luck.
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ARGH! The guy called back, and couldn't help me, so I got the manager, and I am getting another TP. The woman was super nice, and she said if I weren't a spending limit customer, she could credit me the cost of a new TP2, then charge my account for it. But since I wasn't, she could still give me the credit, but I'd have to pay out of pocket for the phone. Can't afford that right now. So she is sending me another TP, and will call me back next week. If it has the same issues, she is going to take some further measures to get me an NIB TP2 (she could've sent a refurb right now, but they're OOS). I declined the inferior phones she offered, and she totally understood. She did say if I had another replacement, I went to some other department that deals with multiple replacements, and that she had no idea what they would do, and they might refuse me a phone all together, so she didn't want me to end up there. (though on the flipside, they might give me a TP2 no questions asked, idk.)
I guess I have to wait another week for some resolution. I didn't push this woman because she was really helpful, and her staff was really helpful, and they did actually call me back. She said in the event that something unforeseen happened, everything was noted on my account if I had to climb the *2 ladder again.