Sprint is clueless when it comes to ordering a Mogul
 

I called to order a Sprint Mogul (aka 6800). Simple enough you would think. I reached their call center (in India I think...ugg) and an agent with a heavy accent.
After reading a lengthy script which included trying to pitch me new products and services (an annoying waist of my time), I asked a simple question: "Is this phone in stock today?"
"Yes,” the agent replied. “Phone is in stock and if you pay for overnight shipping, you will get it no later than three business days from now."
"Are you sure?" I asked (several times actually)
"Yes, yes...phone is ready to ship."
“So I will get it Tuesday at the very latest? This is important because my current phone is broken and I need a replacement as soon as possible. I don’t mind paying extra for overnight so long as you are sure.”
“Yes, Tuesday.”
Three business days...suprise...no phone. So I Called Sprint.

Phone call and excuse #1:
"Sorry sir, there was a 'problem with the system' but you should get your phone in three days."
"What kind of problem?" I asked.
"Computer glitch," she explained.
I explained again that I needed the phone right away and asked for a tracking number so I know when it will arrive.
"One second sir..." Ten seconds later the phone disconnects.

Phone call #2
After waiting a long time on hold, an agent finally answers. Same general theme...I ask what happened...they checked the computer. This time its not a "glitch." Instead, the excuse was "your order was not processed."
"What does that mean?" I asked.
"It wasn't processed but it will be today," they said.
"Ok, fine, when will I get the phone?"
"Hold on sir..." In a cruel repeat from the earlier call, the phone disconnects.

[CUT TO]
Phone call #5
The rep explains the phone is backordered and that I should call back in a few days to check and see if it’s coming in or not. I explain that I asked when I ordered the phone if it was in stock and was assured several times it was and that it would be here in "three business days."
"Sorry sir," the operator explained in a thick Spanish accent (ok so not an Indian call center this time), "but it usually takes three to five days to process an order. Call back in a few days and we [might] be able to tell you if [maybe it will be some time in this lifetime] it will ship [but we're not sure and have no way of telling you]"
So, despite many, many promises I have no phone. Despite my repeated questioning about when the phone will be shipped, they had and still have no clue.

Dear Sprint,
Is it really that hard in this day and age of computers to see if something is in stock? I mean really, this isn't rocket science. I'm buying a $500 phone and am a regular customer (who spent $500 on the last phone). The least you could do is get your act together and follow through.
-Scott

Time to switch to Verizon wireless!!! Their CSR is very good, but no Mogul just yet though :(.

They were just as clueless when the 6700 came out. Do we see a pattern here?

The problem is that the Telesales department doesn't know ANYTHING!! Call back to regular Customer Support and ask for Retention.. and have them order it for you.

Or go to a local 3rd party store, we have them in stock :)

Or switch to verizon because they are the best wireless service out there right now!!!! Best coverage and great customer service!!!

Also if you didn't know, on July 18th the 6800 is slated for release according several websites and possibly the new Samsung i760 which will blow all phones away at this point.

Just a happy Verizon customer trying to sell the service. Hey and if your serious, I'll send you my name so I get a referral!!! :lol:

Good luck

I've been a Verizon customer for about five years now, and I hate to say, their customer service really isn't that much better. If you buy a phone, and it works (which, I will say their network IS the best) then you're good to go. As soon as you have to call customer service for anything it is usually a three call ordeal. I definitely choose Verizon over anyone else (we had Sprint / Nextel for work and they were TERRIBLE) but supposedly the new Cingular / ATT isn't so bad?

Which credible websites report July 18th for verizon? So far, the more current information that everyone seems to be getting from VZW customer service and technicians is September 1st at the latest http://pdaphonehome.com/forums/ppc-6...rriers-71.html

Personally I'm rather fed up with paying $44.99 for unlimited but not really unlimited data from Verizon and on the verge of jumping ship... if only Verizon didn't get cell coverage everywhere I need them that sprint doesn't, ugh!

Oh well, the original poster has helped me feel a LITTLE better about staying with verizon.

it is outrageous verizon falesly advertises that their data plan is unlimited. it is not. read the fine print if you want to stream or tether. Also, not trying to be a jerk -- just want you to know that this is the apache forum not the mogul/titan/6800 forum. you might find more people interested in the 6800 there.

Yes, I remember A Verizon customer shocked about a $1600 bill but never heard a Sprint user complaining about their PCS bill.

As others have said, Verizon has a very good network but god help you if you have to ask a technical question of any sort. With 3 different reps you will get 3 completely different responses. I would say this phenomenon is rampant throughout Corporate America.

Ive been getting a bill for .12 cents a month from some Long Distance company Ive never heard of for over a year and was sent ot collections over it. Then after fighting ATT and getting the PUC involved they finally agreed they were wrong in ever billing me. So for the next 6-7 months I get checks for .60 cents but still and for years to come I have to get written confirmation in my credit profile. Sad and all too typical.