Upgrade To Touch Pro Free!!

[orionsbuckle]

Originally Posted by Alpine-

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.

correctomoondo lol....

idk whats wrong with your phone but if its normal wear and tear then go to your local sprint store and tell them you want to do an advanced exchange. ive had my mogul since the first tday it came out little over a year ago...august i think of 07?? but anyways they should replace the Touch and the Mogul with A TP because of the SD card.

so if they send you a diamond and you want a touch just complain that you need use of an sd card and they pretty much have to send you a TP. its in the fine print somewhere that if they dont make your model of phone they have to replace it with an equal or better replacement. and if your phone has an sd card slot then the phone they replace it with also has to have and sd slot lol...


hope i helped in some way....oh and i am getting a brand new tp in the box with all the accessories you should to it has nothing to do with me being an employee cus i filed the claim as if i was just a customer

[orionsbuckle]

Originally Posted by kelaya00

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.

no its an insurance claim. it doesnt sign a new contract at all.

one thing i love about sprint is how easy it is to activate phones. if you can log onto your account on sprint.com you can swap out your phone daily...lol..like on the weekends i dont use my touch i use my old Sanyo 8400...

[DiamynzNPearlz]

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

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

[orionsbuckle]

Originally Posted by gbm85

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.

honestly you will have better luck if you just go into a sprint service center and have them look at your phone and file the claim for you cus then your face to face with someone that cant transfer you lol...

[lashad01]

see the thing with me is I have had like 8 moguls total.. prolly more.. my first mogul worked fine until the charger port went out. so last week they send me another mogul to replace it.. i had for a good three days and i just started turning off for no reason i call complained the review my account and did the Advanced Replacement. I did the same thing with my 6700 about a year ago. KEEP TRYING THATS ALL I DID.. JUST BULL**** THEM.

[AlanEvans]

I did the same thing about a month ago. I have the 7 dollar insurance and went into a repair center with my Mogul and told them I would be talking to people and it would randomly lose the call...It didn't drop the call, I was just unable to talk or hear the other person. Anyways, they offered me the free upgrade as well. Totally worth it. A buddy of mine just did the same thing and he got the pro as well.

[gbm85]

Originally Posted by DiamynzNPearlz

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

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

No unfortunately I have not. I had a little luck this morning because I finally found the term that CS will recognize: "Advanced Phone Exchange" I sent eCare my order number and this is what they said

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.

Hopefully I'll hear something from the tech dept soon...

[myhollowworld2]

OK, so here's my 2 cents.

After reading some of the success stories posted in this thread about getting an upgrade to the TP, I decided to give it a try. I've had 3 Moguls, a fair share of problems with all of them.

So after filling out the self service tool, to my great surpise I had gotten a Touch Pro as an offer to my Mogul. Praise whatever Sprint god there may, or may not be! I got my confirmation e-mail about an hour later, and all was golden looking...

So, being the impatient person that I am, the next day I check the status of the order. Mind you I only filled out the self service tool yesterday at noon. But I'd been following the forum, reading about all of the tracking information being lost, and some people not getting their Pros. So as it would seem, mine was also floating out somewhere. No working tracking number. I tried all of the links, and all of them came up with not a valid number, or order doesn't exist.

So later this evening I decided to call Sprint. After disconecting twice, being put on hold numerous times, I then reached a lady who again put me on hold, while she looked up my account. Then, a man answered, asking my account information. What is this, a game?

However, this man was like my freakin' golden ticket. He sympathized with me to the greatest. Tried looking into it in all resources, tried filling out another advance exchage, only to find that offer now, is a Mogul. He called my closest store, asking if they had any, but they were sold out. Also, that apparently TP's are sold out too. He told me he would call me any day he saw anything happening with the supposed one that was shipping. Also, that as soon as he saw any availabilty with any NEW Touch Pros, he'd send me that one, and call me. I mean, damn, whatelse could this guy do for me?

I have to say that was my best experience with a CS rep. And, hopefully, I get a Tp sometime? Yes, it's a question.

[liemydude]

I've also gotten the same bull**** from Sprint too. Promising to send me a Brand New Mogul or a TP as a replacement. I ended up getting a refurbished mogul. After calling Sprint back, I get the run around along with "there are no notes saying Sprint was going to do anything..." Good luck to you!

[toviaheli]

If you are having trouble confirming your online self service replacement order, do the following.


1) Forward the email confirmation you received to this address: ecare3@cc.springpcs.com
2) Ask them to forward your email to Tech Support to confirm that your Advanced Replacement has been processed.

Example:

To Whom It May Concern,

Would you please forward this to Sprint Tech Support to verify the status of my Advanced Replacement as confirmed by the email below?


Sincerely,

(YOU NAME)
(YOU CELL NUMBER)


(PLACE EMAIL YOU RECIVED WITH YOUR ERxxxxx ORDER NUMBER HERE)