[toviaheli]

I wanted to post an update. I recently went through Sprint's online Advance Replacement tool (link goes here), to upgrade my wife's four-year-old 6700. It had a few issues that were bothering her. They sent a refurbished HTC Touch Pro with no charger, that also had a broken USB Charge Port. Customer Service level 2 and online Chat refused replacement. I was was told to:

1) Buy a new phone
2) Pay Asurion $50 to have a new one sent
3) Go into a repair shop and have them look at it

I shared my experiences with Jerry Adriano, the VP of Customer Relations, as I have encouraged others to do as well.

This was his response at 11:00 PM on a Wednesday evening:

from Adriano, Jerry B [CK] <Jerry.Adriano@sprint.com>
to TŌV - The Entertainment Industry Chaplain <Chaplains@thechaplains.org>
date Wed, Feb 25, 2009 at 11:08 PM
subject RE: And THIS is why I hate Sprint Customer Service



Dear TOV,

Thank you for bringing this to my attention and I apologize for the broken replacement and the lack of resolution by our representative. I have asked our team to get in touch with you tomorrow to get this resolved. We will also root cause with Asurion on why you received a damaged replacement without charger. We will also determine why our representative didn’t resolve this for you.

Regards,
Jerry



I will keep you posted on what happens next.

-TOV