Quote:
Originally Posted by SprintTouch08
the issue with that is yes, if you have insurance/TEP sprint IS required to make sure you have a working phone by your TEP contract (separate from the 2 yr wireless agreement which offers no such assurance).
The real answer is that they are not REQUIRED to give you a pro for problems with a mogul. Can they? sure if they choose to, but if they reject it you have no right to be pissed like you deserve it. They have clear policies how they replace phones under TEP and if goes: refurbs first, then a new out of box, THEN comparable model IF they choose to do so.
My major issue with some people is they EXPECT an upgrade to a new model because theyve been through 3 or 4 refurbs. Well guess what? thats the system you signed up for. there is NO system that gives automatic new out of box phones or upgrades when theres any issue with your current device- simply doesnt exist.
So in closing, if they offer a refurb you get a refurb. You can ASK for something more to be done or a Pro but they are not REQUIRED to do so. theres a huge difference here people are missing between what Sprint CAN and HAVE TO do,
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I just still think you're missing the point here, in this instance. In this case, the OP was told he would be upgraded to another device, and then they pulled back on it. THAT is bad customer service. Say what you want about how you feel about people using insurance to upgrade. The point here is that no company can offer this and then pull back and expect the customer to not be upset.