Upgrade To Touch Pro Free!! - Page 4

Degeorge · #31 (**permalink**) 01-16-2009, 01:54 PM

Well i just got off the phone with asurion and told them I cannot wait 15-20 days for a mogul as much as i like the phone and im at college with no car and they offered the treo touch or diamond. naturally i love htc so i stayed with the diamond. going to miss the keyboard a little bit but have herd nothing but good things from the diamond.

Alpine- · #32 (**permalink**) 01-16-2009, 03:47 PM

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.

Degeorge · #33 (**permalink**) 01-16-2009, 05:07 PM

Alpines right, ive had my mogul for 2 years in july and one thing the tech did say was because ive had this phone for a while they cannot do anything about the eticket for the mogul and that it wasw a 50-50 chance i may get another fone beside the mogul. Sprint tech was trying to sell me on just buying a new phone with my 2 yr extension and rebate. It was not until i talked to asurion where they offered new phones. either way i believe im going to satified with the pro at least i can get a case that will protect it from wear and tare

gbm85 · #34 (**permalink**) 01-16-2009, 05:17 PM

Quote:

Originally Posted by unclutchable

Go to www.phoneclaim.com and click Track My Claim. Enter your mobile number and you're good. If updated, they will have a UPS tracking number ready for you.

Isn't that only for Asurion orders? The self-service exchange form does not go through Asurion.

Alpine- · #35 (**permalink**) 01-16-2009, 05:24 PM

Quote:

Originally Posted by gbm85

Isn't that only for Asurion orders? The self-service exchange form does not go through Asurion.

I really have no idea. It was posted and I filled it out to see. Sure enough, the form tells me I will get a TP In exchange for a Mogul. I didnt continue the process with the "next" but others have. It gives you a number which then apparently can be used to "track your claim" on Asurions phoneclaim.com site according to the others who posted regarding it. It makes no sense because Asurion says over the phone all they can offer is Touch Diamond and Treo 800w. This could be because the TP is back ordered.

gbm85 · #36 (**permalink**) 01-16-2009, 06:53 PM

OK I found the right link for tracking the online self-service orders:

http://returnscenter.smartlabel.com/sprint

Unfortunately my order doesn't show up. It says allow 24 hours to pass from order submission before tracking... it's been 22 hours. Hopefully my order didn't get screwed up.

DiamynzNPearlz · #37 (**permalink**) 01-16-2009, 06:53 PM

Quote:

Originally Posted by gbm85

Isn't that only for Asurion orders? The self-service exchange form does not go through Asurion.

Yes, I went through the Sprint/Nextel link and Asurion did not have my claim number in the system, nor did they recognized my confirmation number. So, the phoneclaim.com link is only for Asurion, which explains why they are only offering the Diamond and Treo 800w, and Sprint is offering the Pro.

coolwhip1220 · #38 (**permalink**) 01-16-2009, 09:05 PM

Quote:

Originally Posted by Alpine-

I really have no idea. It was posted and I filled it out to see. Sure enough, the form tells me I will get a TP In exchange for a Mogul. I didnt continue the process with the "next" but others have. It gives you a number which then apparently can be used to "track your claim" on Asurions phoneclaim.com site according to the others who posted regarding it. It makes no sense because Asurion says over the phone all they can offer is Touch Diamond and Treo 800w. This could be because the TP is back ordered.

Was just told by Asurion they are not offering the TP because it as backordered and they will not offer a replacement phone that is backordered, because that would be pointless. So I told them to leave it that I want a Mogul, and if that doesn't come in before the TP's, then I'll keep *****ing. If I get the Mogul, then I can do the Sprint replacement that IS offering the TP because I'm having a premonition that my new Mogul will turn itself off at random times...

lashad01 · #39 (**permalink**) 01-16-2009, 09:20 PM

yeah i call them last nigt.. they are sending me a touch pro out.. i complained and talked some trash..

rgildoss · #40 (**permalink**) 01-16-2009, 09:56 PM

so far no luck for me on the HTC TOUCH PRO ..i have a mogul thats been replaced 3 diffrent times because of the white dots ...im on the phone with spritn right now and all im getting is put on hold ..this has been escalated twice
...

now they hung up on me ( second time tonight )

rrrrrrrrgggggghhhh