Got diamond sent to me for free(exchange)

[erick10]

Originally Posted by mardukeme

I was in the same situation as well with my Touch, I had a blown earpiece and wanted e-care to swap it out for me with another Touch. They kept giving me the runaround with cut and paste responces, from telling me to call Asurion to crediting me $75 if I purchased a new phone. So finally I got so frustrated I decided to call Sprint Customer Service instead, and told them the problems I having with my phone and with e-care. After all said and done Customer Service offered to swap out my phone for any other model, so I chose the Diamond. Anyways trying giving customer service a call and see where that gets you.

Was it technicall support or a regular representative?

[bootsee]

Originally Posted by scotsman4eva

Well i was reading this yesterday and thought why not lets email them so i did and they replied today


Original Message Follows:
------------------------
Customer Name: ANTHONY HENDERSON
Sprint PCS Phone Number: 305xxxxxxx
Account Number: xxxxxxxx
Form: Ask A Question-Manage
Topic: Equipment
SUB Topic: Upgrade/New Handset
================================================== ===========
Original Question: upgrade
Question: i would like to upgrade to the diamond as i am finding the HTC
touch phone inadequate , there is no picure mail , constantly needs
resets , i have changed it 2 times and unhappy with the product , is it
possible to try the diamond and upgrade


So all i sent them was one email and it looks like in good to go

I cut and pasted your message and sent it to ecare. They are now sending me a touch diamond.
Of course I'm going to have to pay a $50 difference or so, unlike the mogul users here.

[pixelwix]

and people say sprint has the worst customer service....

[mastermayhm069]

what are the 4 ecare email addresses again!!!

[dcyoungin9]

Originally Posted by bootsee

I cut and pasted your message and sent it to ecare. They are now sending me a touch diamond.
Of course I'm going to have to pay a $50 difference or so, unlike the mogul users here.

I TRIED THAT STILL NO LUCK....I honestly would like a serious response on what to say...

[bootsee]

Originally Posted by dcyoungin9

I TRIED THAT STILL NO LUCK....I honestly would like a serious response on what to say...

I got rejected by ecare on my first attempt. I emailed ecare with the same message again and was successful.

[Procter]

Originally Posted by bootsee

I got rejected by ecare on my first attempt. I emailed ecare with the same message again and was successful.

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

[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.

[InvincibleLiving]

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!

[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...