Originally Posted by Alpine- (Post 645087)

I just got off the phone with Asurion too. Except they told me that the Mogul is unlikely to come back in stock and if it does, they werent sure when. Who knows.

They offered a Touch Diamond or a Treo 800w, their hands are apparently tied on any other models (the TP). At that point I stopped the claim process and returned my communications with Sprint. I need a full slide out keyboard. The calls have been escalated and a call center supervisor and now a escalated Tech have told me that its unlikely that the Mogul will come back in stock at all. You really dont get any valid information or help from first line tech support employees so its best to request escelation once you have some documentation notes for your account recorded from your first go around. In addition, the Touch Pro is apparently back ordered as well (according to the higher tech Rep who was trying to get it for me). I'm making progress in getting a TP replacement but it takes a LOT of time. Ive talked with 2 sets of low level tech reps, 2 sets of supervisors for the call centers, 2 escalated tech's who have power to issue a advance replacement, and 2 separate Asurion reps. Basically, its trial and error until you get a higher level Tech who A) has a clue and understands and B) wants to help you get a working phone thats closest to the Mogul (since the mogul is depleted currently). That in and of itself is a major achievement and that's only about half the battle.

Orionsbuckle, the guy who started this thread, had no problem getting an "advance replacement" because he was either within 1 year of getting his mogul (1 year manufacturer warranty window of opportunity) and thus they will authorize such a rapid replacement via mail for defective phone. OR they did it with no questions because he was an employee. Of course, maybe he just got lucky. Either way, for normal customers, if you have had your Mogul for more than 1 year they are not "technically" allowed to issue an over the phone advance replacement and it is supposed to be literally impossible for the customer support to authorize without Tech getting involved. However, a normal faulty hardware replacement at a brick and mortar service center is still VERY likely and there don't appear to be many (if any) moguls left. The odds of getting a TP are good and you are almost guaranteed a Touch Diamond if there is no Moguls. At this point, it looks like you're less likely to get a TP with Asurion. Your best bet (only if you pay for TEP) is to validate a hardware failure at the repair center and take advantage of no mogul inventory.

In another kink, it appears that using the self service replacement link provided in this thread (http://www.nextel.com/en/services/se...olutions.shtml) gets you a claim processed where it does in fact issue you a TP in place of the Mogul. Curious, since Asurion only offers those other 2 models over the phone. You can then track that claim on the phoneclaim.com site as if it were any other insurance claim. More proof that its all BS and persistence can pay off.

Originally Posted by kelaya00 (Post 646002)

I have a question, if I was to submit a claim to get a new phone will it start my contract over with Sprint? My contract ends August 2009 and I do not want to renew it. But I do want to get away from this Mogul. I have had a total of four of them.

Originally Posted by gbm85 (Post 646087)

Has anyone gotten any contact from Sprint for an online Self-Service order? (not Asurion)

I got the initial confirmation email with an order number. Called Sprint 4 times tonight. Trying to track online and it says order not found. First 2 reps transferred me to Asurion ](*,) third rep transferred me to order support. They have no record and say it's an invalid order number (starts with ER). 4th rep actually listened to me. She said the online deparment would have to help me... of course they're closed right now ](*,) She said try calling back Tuesday if I haven't received the phone... I'm just trying to verify the order even took place!! Ugh! I thought Sprint's CS had improved but apparently they still have a long way to go.

Originally Posted by DiamynzNPearlz (Post 646986)

Has anyone had any luck confirming their advanced replacement from Sprint on this form?

http://returnscenter.smartlabel.com/...derLookup.aspx

Originally Posted by eCare

Dear XXXX XXXXXXXX,

Thank you for contacting Sprint regarding the status of the order.

The Advanced Phone Exchange order is an order placed through our
technical support. It is not possible to be tracked in eCare.
Therefore, I have forwarded the request to our technical department.
Please be assured that one of our representatives will get back to you.

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