[jiffy760]

Ok, so here is what I have been doing since the beginning, will reply with a response as soon as I get one. I have been with Sprint since April 2008.

Question: I have a HTC Mogul that I originally purchased from one of
your corporate stores here in Oceanside, CA. My 1st phone was exchanged
in-store for a refurbished one due to my keyboard malfunctioning,
freezing/locking up, and bluetooth being choppy on the other end. I'm
currently using this refurbished model of the HTC Mogul and experiencing
even worse problems. My Function key does not respond, as well as
multiple copies of the same letter get typed when pressing a key once,
the bluetooth is taking me 4 or 5 tries to pair with my handsfree, and
still choppy on the other end. The system freezes up on me 2-4 times
daily, even without using the phone. I'm a Paramedic/Firefighter, it is
imperative that I have a working keyboard for Patient/Incident reports.
I have gone into the same store many times and done research online, the
reps/techs there tell me that these problems are known issues that
cannot be fixed, and that a replacement for the Mogul is coming out
soon, it is the HTC Touch Pro. My phone is still under warranty. I would
like to exchange my Mogul for a Touch Pro. I appreciate your compassion
in helping me with my issue. I hope to remain a Sprint Customer for many
years to come
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1st reply:
Dear Chris,

Thank you for e-mailing Sprint. I am sad to know that your handset do
not work properly. It is really very inconvenient when the handset you
relying upon do not work properly.

I am sorry that we can not replace the handset with the different model.
The HTC PRO will be launched on October 19, 2008. You have the
following 2 options.

1. I can see that the Total Equipment Protection Program is added to
your account. Therefore, you can easily claim a replacement phone under
this program by calling our insurance department, Asurion at
1-800-584-3666. You will not get the different model under this
replacement.

2. As it is not possible for us to exchange the handset with the
different model therefore, I offer you the credit of $150.00 for the
purchase of the new handset. You can purchase the new handset from the
store. Once the new handset is activate, please reply to me. I will
apply the credit of $150.00 on the account which will be adjusted
against the charges.

Please reply to us and advise how you wish to proceed and how we can
assist you as a customer to keep your business. I have also arranged a
call for you, one of our specialists will get in touch with you within
24 hours.

Thank you again for contacting Sprint. We appreciate your business.

E-Care
Sprint
==============
My 1st reply

You are correct, Andrew, this is very inconvenient. I have been to the Sprint Repair Center many times. Every time the on-site tech looks at my phone, they are unable to correct the issue and they decide to issue me a replacement Mogul. This course of action is becoming repetitive and frustrating. I have made claims under TEP, and this also has not resolved the issue. I spoke with a representative about the problems, and have come up with no solution, other than burning through HTC Moguls once every few months. Also, the representative told me that the Mogul would not be receiving anymore updates, as the HTC Touch Pro was being deemed the Mogul's replacement. I enjoy the service I get through Sprint, but how the Mogul is acting after this amount of time, TWICE, is unacceptable. I hope you will be able to resolve my issue.

I am writing in regards to some serious issues I have had with the Sprint PCS Mogul, which was replaced just over a month ago, in September. Shortly after receiving my Mogul, the freezing/locking up started. This is very inconvenient, and possibly dangerous, due to my need of uploading reports on patients and incidents. I noticed problems with the Bluetooth functionality, where I could hear callers on my headset, but to them my voice sounds choppy. It is simply unacceptable to not be able to use my phone in an ambulance, fire engine, or even the station. These problems, I expect, are not happening on the new Touch Pro. What I would like is for you is to order the HTC Touch Pro phone and arrange a return kit for the HTC 6800 handset. On receipt of the return kit, I will send back the HTC 6800 handset at the address mentioned and the charge for this phone should then be credited back to my account. This way, the account will be charged only for the difference in charge of the two phones (HTC 6800 handset and HTC Touch Pro phone). Please escalate this to a supervisor if you do not have the authority to do this. I have come to expect great service and excellent devices from Sprint, but I may need to take my business else where if this issue can not be resolved.

Sincerely,
Chris
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Crossing my fingers, I think my claim sounds pretty strong...what do you guys think?