New Sprint Mogul replacement for Mogul w/ white spots?

IMars · #1 (**permalink**) 02-08-2009, 05:51 PM

Do you have any advice for me? I have the full Total Equipment Protection plan; I don’t want to receive a mogul with issues, or one that Sprint claims is new but is actually refurbished.

I was promised a new Mogul (not refurbished, & minus all accessories) this week as a replacement for my five-month-old current Mogul with a visible white spot in the lower left quadrant (portrait of the screen). [Forum search w/ keywords “Mogul white” if you are curious about the problem.] In addition, the mogul freezes occasionally and acts sluggish in phone calls, which I documented here: http://forum.ppcgeeks.com/showpost.p...&postcount=999

The Mogul with white-spots is a well-documented problem, but the Sprint store manager and Accounts Services (phoned from store) claimed to have never heard of the issue. The tech guy at the store was candid with me. The tech knew of the problem, said that the white spot resulted from a pressure point, and said that he can replace my front panel screen, but the problem will reoccur. They refused to upgrade me to a Touch Pro as a matter of company policy. I simply said I wanted a phone that wasn’t built to be defective and didn’t want to keep coming back to the store with the same problems.

By using ##778#, ##786#, and checking the stickers under the battery & the stickers on the screws, I will want to check if the Mogul is actually new or if sprint is passing a refurb off on me. I found these tips here: http://forum.ppcgeeks.com/showthread.php?t=26177

The manager said they will flash the phone to windows mobile 6.1 for me – an action that doesn’t really save me that much effort and also may inhibit my ability to determine if the phone is new or refurbished. One of the tips to check if you have a refurb suggested that after an update to 6.1, the refurb status found by ##778# will be reset; hopefully, I can ask them not to update to 6.1 until I inspect the phone.

Even though I had just bought the phone last quarter, the reps at the store seemed more interested in trying to sell me a new $300 phone about ten times during my visit rather than addressing the issues with the current phone.

The store manager suggested that since I was having problems with my defective mogul that maybe a touch screen device wasn’t the right option for me – as if the reason why my mogul has a design flaw could be blamed on me. After I asked to get (and received) the promise of a new mogul (not a refurbished unit) in writing, the store manager claimed, “Refurbished phones work better than new phones, but what did he know, he’s only been doing this for seven years.” I found this a bit rude for having a legitimate flaw in the device they sold me, paying for TEP, and simply wanting a phone that wasn’t defective.

Now, I can’t say I trust them to not pass a refurbished mogul off as a new phone.

Thanks for your time and advice.
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Update: Even though the manager of the Sprint store promised me a new phone, not a refurb, in writing, Sprint called to let me know that they are giving me a refurbished phone.

So, not only did they not tell the truth and then say they had no control over it, but the refurb may be worse than the phone I have now.

jtrag · #2 (**permalink**) 02-11-2009, 02:18 PM

WOW... Gotta love Sprint Customer Support :P I would keep complaining if I were you. You might eventually get lucky

gface2k · #3 (**permalink**) 02-14-2009, 06:43 PM

I hate that white spot, I feel like its looking at me! I just did a claim on my phone thursday cause it was not charging it had a white spot and it would not hang up if you press the hang up button once. So they express me a refurb which i got yesterday and guess what that refurb had on the screen? A freaking white spot! So i just called them back today because the spot drives me insane, the lady on the phone try to pass me off to a "specialist" but couldn't get a hold of him so she said that she would send me another phone. I made sure I expressed my feelings on not wanting another refurb and to send me a new phone and she added it to the claim. She said that its gona take like 2-3 days. I'll post back on the results.

**PDAPhoneJunkie** · #4 (**permalink**) 02-16-2009, 03:30 AM

Hahaha. Just prooves how bad Sprint support is. My new Mogul is really different though. I ran it all night with WiFi on, no overheating. Screen feels good as well as buttons. Only problem is the RAM. Keep throwing fits...

GREY.FOXX · #5 (**permalink**) 02-17-2009, 05:34 PM

Mogul Ram is like the worst, they need to completely toss that phone away. I like it at first then I ran into issues.

gface2k · #6 (**permalink**) 02-23-2009, 08:17 PM

Well I received a replacement that had another white spot. I guess they really don't think that's a defect. I managed to f-up that phone and they sent me a third replacement with another white spot and the bottom of the screen is faded (when you have a black back ground), this time i got this phone at the store cause they wouldn't send it in the mail. I guess I'll just deal with it till i buy a TP.

rgildoss · #7 (**permalink**) 02-23-2009, 09:25 PM

Quote:

Originally Posted by gface2k

Well I received a replacement that had another white spot. I guess they really don't think that's a defect. I managed to f-up that phone and they sent me a third replacement with another white spot and the bottom of the screen is faded (when you have a black back ground), this time i got this phone at the store cause they wouldn't send it in the mail. I guess I'll just deal with it till i buy a TP.

refuse it ...keep refusing it till they give you a good one...
i got one today ( 4th one in last week ) ..guess what ...its going back..im gona keep doing this till i get one without it ..

and ill keep flooding dan@sprint.com with emails .....

Its simple, when i bought the phone it didnt have the white spots and my current one doesnt either ( just reboots one me all the time ) but i will not except a phone that has dots on it ..period..and you should not either ...