Sprint Replacing My Mogul...

mbellis · #1 (**permalink**) 10-27-2007, 05:57 PM

Went into a sprint owned retail store today that is also a sprint service center, I have TEP and have been having problems with my Mogul, I was told that they were going to do a warranty exchange for me because I have TEP but that they had to order the phone at that it would arrive at the store in 3-5 days and that I should call on Wednesday to be sure its there before I go pick it up. I was assured by the rep that it would be a new phone not a refurbished phone to replace my 6800 and that when I arrive they will give me a new box with all the accessories in exchange for my 6800. She gave me a receipt that says REC6800SP1 REC UT STARCOM 6800 EVDO HANDSET, then it says price override - regular price $549.99, then lists my eticket # then another item is REPAIR0 In store handset repair and shows a price of $0.00. At the bottom it says in store savings $549.99... Should I assume that all sprint has done is ordered me a refurbished replacement or is this actually going to be a new phone? I'm thinking that the item listed as "REC6800" is a "reconditioned" 6800??? Also, has anyone else had any experince with Sprint replacing their 6800 in the store on the spot?? I have read the forum and noticed many people report that they have received brand new treo 700 and ppc6700 in store in the spot becuase the service centers dont repair the pdas.... I am new to sprint, long term vzw customer and this is my first experience with phone repair/replacement.... Any insight is greatly appreciated.

**hypeo** · #2 (**permalink**) 10-27-2007, 06:13 PM

Quote:

Originally Posted by mbellis

Went into a sprint owned retail store today that is also a sprint service center, I have TEP and have been having problems with my Mogul, I was told that they were going to do a warranty exchange for me because I have TEP but that they had to order the phone at that it would arrive at the store in 3-5 days and that I should call on Wednesday to be sure its there before I go pick it up. I was assured by the rep that it would be a new phone not a refurbished phone to replace my 6800 and that when I arrive they will give me a new box with all the accessories in exchange for my 6800. She gave me a receipt that says REC6800SP1 REC UT STARCOM 6800 EVDO HANDSET, then it says price override - regular price $549.99, then lists my eticket # then another item is REPAIR0 In store handset repair and shows a price of $0.00. At the bottom it says in store savings $549.99... Should I assume that all sprint has done is ordered me a refurbished replacement or is this actually going to be a new phone? I'm thinking that the item listed as "REC6800" is a "reconditioned" 6800??? Also, has anyone else had any experince with Sprint replacing their 6800 in the store on the spot?? I have read the forum and noticed many people report that they have received brand new treo 700 and ppc6700 in store in the spot becuase the service centers dont repair the pdas.... I am new to sprint, long term vzw customer and this is my first experience with phone repair/replacement.... Any insight is greatly appreciated.

don't worry, I believe that the Mogule is a new product and you will probably get a new phone. Besides, refurbished is just like new. Sprint exchanges phones on the spot if they have the inventory available. I've had them for over 10 years and every time I have a problem with my phone they are on the ball. They've upgraded my phones and gave me new and refurbished.

**codyppc** · #3 (**permalink**) 10-27-2007, 06:15 PM

i have had at least 5 new devices in the last few years from sprint TEP. i my cases the phone was unuseable when i went in. i could not go 5 days without a phone and they didn't even ask me to.

in your case it sounds like thay are getting you a reconditioned unit. you mean to tell me thay ad no new moguls for sale? if thay did why order you one?

Donatom3 · #4 (**permalink**) 10-27-2007, 06:22 PM

Don't accept the mogul if they give you a white box. White box means reconditioned. When you're within the one year warranty period you're entitled to a new one from HTC not a refurb from Sprint.

idiotekniQues · #5 (**permalink**) 10-27-2007, 10:53 PM

my mogul screen goes immediately dark black after my backlight timer is off instead of dimming off, which is minor but i figured maybe a precursor of worse things to come.

called customer support, i am in 30 days and they are shipping me a brand new mogul. was easy peasy compared to a lot of sprint cs interactions. i made sure it was brand new not reconditioned. he said anything within 30 days is a brand new replacement.

canospinach · #6 (**permalink**) 10-27-2007, 11:24 PM

Quote:

Originally Posted by mbellis

Went into a sprint owned retail store today that is also a sprint service center, I have TEP and have been having problems with my Mogul, I was told that they were going to do a warranty exchange for me because I have TEP but that they had to order the phone at that it would arrive at the store in 3-5 days and that I should call on Wednesday to be sure its there before I go pick it up. I was assured by the rep that it would be a new phone not a refurbished phone to replace my 6800 and that when I arrive they will give me a new box with all the accessories in exchange for my 6800. She gave me a receipt that says REC6800SP1 REC UT STARCOM 6800 EVDO HANDSET, then it says price override - regular price $549.99, then lists my eticket # then another item is REPAIR0 In store handset repair and shows a price of $0.00. At the bottom it says in store savings $549.99... Should I assume that all sprint has done is ordered me a refurbished replacement or is this actually going to be a new phone? I'm thinking that the item listed as "REC6800" is a "reconditioned" 6800??? Also, has anyone else had any experince with Sprint replacing their 6800 in the store on the spot?? I have read the forum and noticed many people report that they have received brand new treo 700 and ppc6700 in store in the spot becuase the service centers dont repair the pdas.... I am new to sprint, long term vzw customer and this is my first experience with phone repair/replacement.... Any insight is greatly appreciated.

Its common policy to swap repair handsets for refurbished equipment. Its considered a far better customer service experience than having you wait while they ship it off to HTC for repair (which if you did HTC would not just ship you a NIB, they would repair or send a refurb back).

The logic is that you are bringing in a non-new product so it is replaced with a non-new product. This is an extension of the Manufacturers warranty repair and not a replacement program. Now to speak from the perspective of someone who has actually been involved in the carrier process: A refurbished phone can be a better performing product than NIB. I know the first response is to disagree, but looking at the testing and repair process its in some ways far more thorough than what the factory does prior to shipping.

Normal Repair Center policy is even in case of a refurb swap, they are to take the guts out of one phone and use the casing of the old, unless its completely destroyed.

Now Sprint will spoil us and in some cases will swap you out for a NIB (New In Box) product, heck recently they swapped me out of a 6700 into a 6800 (a couple of years ago they did a Treo 600-650 swap too). These both were escalated situations and not the norm.

I say this regularly:

Be patient and polite
make sure your bill is paid
Ask for a loaner phone (it will not be a WM device)
Keep a paper trail, document who you dealt with everytime.
Be patient (i know its listed 2x).