Got diamond sent to me for free(exchange)

[land2634]

Originally Posted by nautica2450

they're not budging on sending me the diamond and billing me for it... so basically i've given up on trying to get it before it arrives in stores...but now at that rate since it's supposed to hit on Oct 12th in stores... i'd rather just wait till the 19th and go straight for the touch pro. I just hate the wait and wanted to play with the diamond in the meanwhile till the touch pro came out...

all in all though, i still have no complaints because they're upgrading me for free, and i dont even have to use my eligibility to get it.

They just want me to purchase up front, and they will reverse the purchase once my mogul is returned to the warehouse.

so basically i still won out, but it's just not an instant win. I'll be squared away in a few weeks though.

However I will ONLY go thru ecare from now on if I ever have problems. they just get the job done!

I wouldn't too upset. It looks like I am now gonna have to fight with them to honor what they originally promised. The rep even acknowledged I had been promised this.

[mardukeme]

Originally Posted by cjedgington

ok, so im on my 3rd touch now since it first came out. ive talked to retention plenty of times and i just recently emailed ecare. here is how the convo is going so far...Convo starts at the bottom...Let me know what you guys think. Thanks.
Hello,
I know that I have the TEP as I have used it plenty of times to replace the Touch with a refurbished model. Each time that I have done this, I end up calling or going to Sprint store because of the problems you probably see in my account notes and within this email, just to get the same response that I can pay $50 and get a phone provided by Ausrion. Now I would do this, except that no one told me until now that I can only use the Asurion $50 fee to replace a phone 3 time per year, and once I hit 3, that I can no longer use my insurance within a 12 month period, even though I still pay for the service. I am currently on claim #2 now, thanks to the Touch, and I can't afford to keep replacing phones for $50 (or full price of a handset after Asurion denies my claim) whenever something like this happens. Especially when this is keeps occuring. Now I believe that if you were in my shoes, you wouldn’t want to deal with the same things that I am going through with this phone. And I don’t want to keep doing it either. So I really don’t want to pay another $50 for another "refurbished" phone, be unable to file an insurance claim incase something like this happens again through Asurion for 12 months, and be worse off than I was in the 1st place. I don’t mean to sound rude or anything like that, Im just frustrated. As you can see in the notes, I have done what you have said to do plenty of times with no luck- just the same old problems, just a different phone. So, what if I didn’t have the TEP insurance, would I be able to get a new phone then? I really don’t want to pay full price of a phone, especially if I don’t want to pay the $50 to replace the one I have now with another of the same one that I currently have.

-----Original Message-----
From: Sprint Customer Solutions - eCare1 [mailto:ecare1@cc.sprintpcs.com]
Sent: Wednesday, October 01, 2008 3:07 PM
To: CJ Edgington
Subject: RE: Defective Phone Replacement (KMM54506505I15977L0KM)

Dear Mr. Edgington,

Thank you for your reply.

I apologize for the inconvenience you have experienced while using the phone.

The account reflects that the Total Equipment Protection Program (TEP) is added to your account. TEP includes free service and repair if your phone has repairable damage or needs routine maintenance. Therefore, I request you to visit to your nearest Sprint store to get your handset repaired under TEP. Please click on the hyperlink below to find the nearest Sprint Store:

http://www.sprintstorelocator.com

This plan also provides a replacement to another reconditioned handset of the same model for just $50.00. So you can easily claim a replacement phone under this program by calling Asurion at 800- 584-3666. Further, I am sorry to inform you that it is not possible to replace the handset with HTC Touch diamond under TEP as the handset is replaced with the same model under TEP.

The handset on your account is eligible for the rebate of $75.00 on upgrading handset as of now. You will receive the instant rebate of $75.00 on purchasing handset.

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

Sincerely,
Mack R.
Customer Service Specialist
Sprint




Original Message Follows:
------------------------
Hello,
Westgate Alternative was my first school. Let me know if you need anymore info. Thanks.

-----Original Message-----
From: Sprint Customer Solutions - eCare1 [mailto:ecare1@cc.sprintpcs.com]
Sent: Wednesday, October 01, 2008 1:01 PM
To: CJ Edgington
Subject: Re: Defective Phone Replacement (KMM54500472I15977L0KM)

Dear Mr. Edgington,

Thank you for contacting Sprint. I understand your query regarding the phone.

I apologize for the inconvenience you have experienced while using the phone.

Before I can provide you the necessary information & assistance, I need to review your account.

Please allow me to access your account and review it by providing the following details:

- First elementary school ?

With this information, I will be able to access the account and review it. Also, this information will help me to ensure that the information over the email is being provided to the account holder and not to any unauthorized person.

I will wait for your response with the requested information, so that I can provide you the necessary assistance.

Thank you again for contacting Sprint. We are here for you!

Sincerely,
Angel A.
Customer Service Specialist
Sprint



xxxxxxxxxx



Original Message Follows:
------------------------
Hello,
My name is CJ Edgington. My phone number is 614425xxxx. My pin number is xxxx. Now, I have had too many problems with the TOUCH 6900 model that I am really too frustrated to deal with this problem any longer. I have replaced this phone model 3-4 times in the last year and a half that I have had the phone. I have replaced the phone because of the same problems, slowness, buggyness, freezes up at random, etc?Now this gets very tiring and time consuming when the same thing happens with each phone that I receive. I spoke to a retention rep 9/26/08 and explained the situation to her and she said she would send me a "New Replacement Phone" and not a REFURBISHED phone. I receive my phone Monday and realize then that it didn?t even come with a battery to power the phone. Why? Who knows. Tuesday I activate the so called new replacement phone and then realize that the "NEW" phone didn?t even come with the Windows Mobile 6.1 Update required for the phone to work the way it?s supposed to. Fine, I can do the update myself. So I'm in the middle of performing the update and then I get an error. I follow the instructions for the Recovery Mode, it says "Take out battery for 3 seconds, and the put back in handset. Turn handset on" So now I turn the handset on and it's not coming on at all. At all?I take the battery out of the new phone and place it in the OLD phone, the one im trying to replace, and it comes on without a problem. Really!?! The new replacement phone is defective!?!?! Why? Ok, so now I'm heated! Now I go through the motions of trying to switch my number back to the old phone.
Done. Now I'm talking to retention again?Now I know that HTC/Sprint is replacing the phone with the TOUCH DIAMOND. Is there any way that I can get that instead of the same model that keeps giving me these problems?
I really don?t want to leave Sprint, but if I don?t get this problem resolved, it looks like that?s the road I might be taking. I paid a lot of money and am still paying monthly for a phone I can only use half of the time. I look forward to hearing from you...

This is the same cut and paste responses that I was getting from e-care. After 3 days of email them back and forth I became so frustrated I decided to call customer service and see what they can do. They put me on hold for 5 minutes and came back and told me that I had the phone already replaced 3 times and I can switch it for another model.

[Procter]

Originally Posted by land2634

Ok, so my Mogul made it back to the warehouse. I replied to the email as I was told to do, and this is what I received back.

Dear *****,

Thank you for your reply.

I tried tracking the returned phone with the tracking number
1Z**************** provided by you. It was delivered as of today
(October 01, 200.

I agree that you have been promised to receive a credit against this
phone as soon as we receive it in our warehouse. However, I am sorry to
inform you that I was unable to locate charged against this phone on
your account.

Please reply with scanned copy of the purchase receipt of the HTC Mogul
phone, I will apply the credit as promised.

Eagerly waiting for your response. Have a great day!

Sincerely,
*****
Customer Service Specialist
Sprint



Now what do I do? I replied to the same e-mail as I had originally used, yet I got the response from someone different than who I originally spoke with.

Holy cr@p! Exactly what I don't want to see since I was "offered" the same kind of 'deal".

BTW, in your previous email conversation, did the rep clearly say how much the credit would be?

[bootsee]

Originally Posted by Procter

What's your account situation? Qualifed for upgrade discount? Had TEP?

I have a fresh Sero F&F 500 $30 a month account that was started in June 2008. Touch was the only phone I ever had. No upgrade discounts and no TEP.

[land2634]

Originally Posted by Procter

Holy cr@p! Exactly what I don't want to see since I was "offered" the same kind of 'deal".

BTW, in your previous email conversation, did the rep clearly say how much the credit would be?

Said it would be an even exchange at $549

[InvincibleLiving]

Originally Posted by land2634

Said it would be an even exchange at $549

So wait, they're still gonna honor it once you produce the reciept ect right? you're making me nervous! And please let us know when they do credit you back your money, I'm still wary they'll try to issue 'service' credits instead of refund the money paid...

[land2634]

Originally Posted by nautica2450

So wait, they're still gonna honor it once you produce the reciept ect right? you're making me nervous! And please let us know when they do credit you back your money, I'm still wary they'll try to issue 'service' credits instead of refund the money paid...

Well here's the deal. Back on August 26, my Mogul just died. Wouldn't boot, nothing. I was out of town, and the navigation software is what I was using to get around Dallas. Finally found a Sprint store, and thankfully had TEP and was given a Mogul brand new in a box. Well, when I saw people on here getting Sprint to switch for a diamond, I e-mailed myself. I explained that I had been through several Moguls and would like to try out the diamond. They agreed, got the phone, sent the Mogul to them, and now I got this e-mail saying unless I give them a receipt, I'm screwed. I fully explained to them before that I don't have a receipt, so I am just dumbfounded at how another rep, looking at e-mails previously sent to me, is denying to issue the credit. Even if I DO send back the Diamond now, they still have my Mogul, and I don't have a phone. I'm completely lost as to what to do.

[Russellhi]

I would start with the tracking number of the return kit. If you dont have it maybe you can have sprint read through notes to locate it. This would prove you sent something to them.

[land2634]

Originally Posted by Russellhi

I would start with the tracking number of the return kit. If you dont have it maybe you can have sprint read through notes to locate it. This would prove you sent something to them.

No, they know I sent it... I gave them the tracking number, but they are saying they cant locate the phone purchase...

[indagroove]

Originally Posted by land2634

No, they know I sent it... I gave them the tracking number, but they are saying they cant locate the phone purchase...

Tell them that they made you the offer, and that they should have known wtf the status of the phone that they had agreed to return was. It's not your fault that an unknowledgeable CS rep made you an offer that they shouldn't have.

BTW, I'm in the same situation (return mogul from warranty replacement in store) as you, but the email I got back yesterday (after confirming return shipment to the warehouse via the tracking number) said that they would credit me no problem.