Got diamond sent to me for free(exchange)

[Procter]

I used to write to ecare to complain about the huge rainbow thing in the center of my touch's screen, but they just refused it saying they no longer replace phones though ecare. I tried twice and failed twice. But it was out of 30 days and I don't have TEP either.

So what's your situation when you got the "free" replacement?

[SprintTouch08]

ive been trying to get them to exchange my 800w for a diamond. i have notes on my account (legit ones) that my current 800w is defective (it has been for 2-3 weeks but they were sold out for some time and even the warehouse empty of them). Not trying to get something for nothing, it has a legit problem they diagnosed themselves and said it needed to be swapped. i emailed ecare said heck just give me the diamond its cheaper anyways which they said ok but they couldnt process it? I dont get how some ecare reps shown in the forums do it no problem and some say they cant. Such diversity in answers on whats possible, and i mean not to put anyone else down but i realyl do have a legit swapping reason here not just to get a new device just because or to play the system

right now its just jumping thriugh the hoops to get someone to authorize the swap with the return kit through the mail. Talked to customer care tonight and they want me to take it to a sprint store and i said what will that help stores dont carry the diamond anyways so theyll have to do the same ordering anyways. I also tried to explain im in law school and i simply cant make it to the sprint store im way too busy between beeing at school all day and pro bono work and homework to waste an hour or 2 in the sprint store. I jsut emailed ecare again to see if i can get a rep who will understand doing it through the mail with a return kit is simply the logically best way to handle this. Im just going to keep emailing them until i get a rep who can do something for me (which obviously some have shown they can) i hate having a defective phone just sitting in a box with no decent remedy to get it replaced.

[IFMISM]

Originally Posted by freegood

Do you have to pay the difference?

nope. just mail them back the touch. activation and shipping is free also

[Dr.8820]

go to sprint.com,log on and click "contact us".click the email part and explain ur situation.they will bs some emails back and forth before u tell em ur unsatisfied with service.threaten to cancel if necessary,but let em know u dont want to go anywhere else,u just want ur problem fixed.they will cave in,trust me(got a instinct for my girl for $79.99 plus $50 service credit) FYI: get the insurance! it pays!

[SprintTouch08]

so got the ecare response, same youre past 30 days with your 800w. I dont get how hard of a concept it is to read the notes on my account. the 800w i have needs to be replaced i dont know how else to spell it out to them. the tech dept has a clear note that the 800w in my posession has a defect and i have permission to swap it. the second note says instead of that 800 for 800 swap i can get a 800 for a diamond swap. I dont understand what the heck 30 days has to do with anything here, this isnt a courtesy swap under 30 days i simply wanted something different, this is i purchased a defective device out of the box and it needs to be swapped. These reps are so useless they dont even read the details of the question that i laid out for them with references to the notes.

[qbanflak0]

i should have done similar when i had the chance, another easy way to do this is call sprint and talk to a rep have them send you to retentions and hangup. sprint has a new strategy where they note on your account when you go to retentions and dont get to speak to a rep, the next time you call sprint you get transferred directly to a higher up who usually greets you and tells you that you where transffered to him because sprint noted you as a possible lost customer and they can give you a better deal then the usual retentions reps. Ive had this happen to me twice sadly tho the last time i got it was way before the diamond was out so i had to settle for a free airave.

[Russellhi]

Originally Posted by SprintTouch08

so got the ecare response, same youre past 30 days with your 800w. I dont get how hard of a concept it is to read the notes on my account. the 800w i have needs to be replaced i dont know how else to spell it out to them. the tech dept has a clear note that the 800w in my posession has a defect and i have permission to swap it. the second note says instead of that 800 for 800 swap i can get a 800 for a diamond swap. I dont understand what the heck 30 days has to do with anything here, this isnt a courtesy swap under 30 days i simply wanted something different, this is i purchased a defective device out of the box and it needs to be swapped. These reps are so useless they dont even read the details of the question that i laid out for them with references to the notes.

Ecare seems to be great for some things, the worst for others. If you have the available time I would call sprint and try to get a hold of a helpful rep. I had a similar situation with my mogul when the touch came out. I emailed ecare a few times and received very similar cut & paste responses from two of the reps. They all said it couldnt be swapped for another model and I MUST go to a sprint repair center. I called a couple of times, they attempted to trouble shoot over the phone.. then ended up sending a touch as a replacement. The touch didnt work out for me so it was back to the mogul in the end but the swap worked.

[gmfeny]

Originally Posted by gmfeny

I just got a brand new replacement 2 weeks ago from the insurance it wasnt refurbished.. do you think this will work for me, this 30 day trial thing?

Alright should I call Sprint or EMail them and who should i call or email (which department). also should i mention that it was sent to me from insurance. And what should I say?

[evilecho]

here is something funny so on sept 9 i decided i wanted a new mogul since my was pretty beat up and i was intending on selling it later on to get a touch pro so that day i managed to get the phone stuck in bootloader mode and took it in to the local store... a couple of mins later after the techs messed around w/ it. i was given a brand new mogul box and everything. Today i saw that people were able to exchange their moguls for diamonds since they were under the 30 day exchange period. so i decided to try my luck and contact ecare. i told them i was having issues again and that my phone was under the 30 days so i wanted to swap it. As luck would have it they agreed and now im getting a diamond for free. now i just hope im able to do the same with the pro....

[afbond03]

So it looks as if I was successful in getting them to switch my second 800w for a Diamond. I was really just seeing if my 30 day return policy started with my second 800w activation, happened to mention the Diamond. She placed the order, and is also sending a return kit for the 800w. That was pretty simple..so far at least. We will see what they try and charge me. I haven't had any problems with my 800w. Just discouraged that the Diamond ended up coming out after being told in July it was still doubtful.
Best of luck to everyone.