This number does go directly to Account Service, and I followed the script and you are right about them asking what they can do for you, but they still will not swap the phone. All he would give me is $75.00 off, blah blah blah.

-Polen

After a day & 1/2 of complaining to Sprint, it finally worked..SAAA WEET!!

Original Message Follows:
------------------------
I really do NOT understand what the complications are. The current phone I have right now (HTC Mogul) is what I want to even exchange for the HTC Touch. The Mogul has known flaws *defects* that MOST people at Sprint and HTC know about such as the terrible quality for Bluetooth, low RAM, constant freezing and having to soft reset each day. HTC just released an updated ROM
2.16 for the HTC Mogul (PPC-6800) and within a week took the update off their official website.which really only states the obvious; the new ROM didn't do squat. Neither you nor the person who I emailed in the previous one knows what I am talking about. I do NOT want to replace the phone w/ the exact same thing I already have (Mogul for Mogul = NO), (Mogul for Touch =
YES) <~~ hopefully we are getting somewhere now. I hate to come off a little sarcastic, but it seems like I am getting no where fast.

Also, I called Sprint Retentions this morning around 8:30am and spoke w/ a lady which was probably the 1st mistake because she and I argued back and forth for about 10 minutes about the phone and its known flaws. She tried to tell me it could be my phone and should try to get the exact phone
(replacement) which is definitely not the case. When I as well as many others' call HTC and they clearly specified that they are aware of the issues (not sure how much more clear it needs to be) and are trying to fix.
There are so many things I have been let down by Sprints Customer Service (I could write a whole book) and just want to cancel my service. Back to the lady I spoke with this morning; I explained my situation and told her what good is a phone that does even work (when it states Bluetooth; you expect to have Bluetooth---do you not?) Believe me when I say this that is false advertisement! She stated the person who handles things like this would not be in the office until 10am and she would return my phone call by 10am - 10:15am latest, and guess what, I NEVER received a phone call (I gave her my Sprint # & house # just for safety sack and now they can not tell me I gave them a wrong #.



Since I have spent a day and a 1/2 getting nowhere, I now ask this email to be sent to a Supervisor that is actually willing to listen instead of trying to always get the last word in. I have had nothing but problems trying to get through to someone who actually knows what I am talking about. I do NOT want to replace the phone w/ the exact phone (just want to get that through one last time---so I am not given Asurion's phone number for the 3rd time.

I have no problem paying the ETF (as for I already have about $200 in my Sprint account.so in reality, it isn't coming out of my pocket) and switching carriers w/ AT&T and getting the iPhone.



KNOWN MOGUL FLAWS

-Bluetooth is choppy (I drive a lot and Bluetooth is something I can NOT do without!
-Low Ram (the phone is constantly having to be soft reset each and ever day; at the end of the day, just to read an email takes like 2 minutes to open; UNCALLED for.

-Alarm does not work on vibrate


I could really keep going on with all the known problems with this phone but I am sure you have heard them a million times already; but obviously things are not getting through or these issues would have been resolved.

All I want is the HTC Touch in exchange for the Mogul. I have talked to many people on online forums' and they said Sprint had NO problem doing this because Sprint is aware of all the functionality problems the Mogul has.
Please send a return kit for the Mogul and send the phone I kindly requested
3 emails & 2 phone calls ago. Why have a phone that does not live up to its standards especially a $350 phone.

I ask for this to be taken care of because I have no problem calling corporate and filling a complaint w/ BBB. Please take as much time as needed to read this---re-read this so everything is comprehendible and are able to understand. Again, please forward to a Supervisor or Manager if this far from fetch. Hope to hear from someone soon as for I am ready to cancel.

Thanks, <~~~~ MY REPLY



Thank you for your reply.

Please accept my sincere apologies for the inconvenience you have experienced. Under no circumstances do we allow or endorse such behavior. It is certainly not appropriate on any level.

I am sorry for the way your issue has been handled not the way you wanted, but let me tell you that we are always here to assist you the best possible way.

That is what customer care is all about and I can personally understand the level of frustration when the things are not going according to the way you feel that should be.

However, you need not to worry at all. We understand that you are facing lot of problem regarding the handset (HTC Mogul). Also you wish to replaced the defective handset with the new HTC Touch handset.

So, going forward, I have ordered the new handset (HTC Touch) for you at the mailing address (**took my address out**) absolutely free of cost. Be assured that you will receive the new handset in next 3-5 business days.

Also, we have ordered a return kit for the defective handset (HTC Mogul). Once you receive the return kit for the same, please send to our Ware house. Also, once we receive the defective handset in our Ware house, the necessary adjustment will be applied on the account.

Thank you again for emailing us. We value your relationship with us, and look forward to serving you in the future.

Cristiano K
E-Care


SORRY for flooding, I just want people to know keep trying if you have been turned down. Do not take NO for an answer. Soonier or later they will cave in. Hope this helped!!

Well i officially received my Touch from Sprint yesterday as a replacement to my Mogul. I had my Mogul since july 7th. Sprint even overnighted the Touch to me.

All i can say is that it was not easy by any means. I first contacted them by phone and spoke with customer care. The guy on the phone said that i could replacement my phone with something comparable and suggested i take it into a local store to exchange it. I informed him that it was after the 30 day return policy so the store wouldn't allow it.

So, he proceeded to ask me what phone i was interested in and if it was less than the cost of the Mogul I would get a refund and if it was more, i would have to pay the difference. I told him i really wanted the Touch. He informed me that it wouldn't be a problem but that the customer care department doesn't have access to any of the Touch to place the exchange order. He said he would make detailed documenation on my account and that he would process the "phone return kit" and send it to me in the mail right away. He then stated that I would have to speak with someone in Telesales to actually place the order for the Touch and assured me that Telesales would know exactly what i was talking about and that he had informed them to send me a replacement.

I got transferred to Telesales and was immediately told that i had the wrong department. The guy in Telesales teleconferenced me in with a new customer care rep. and stayed on the phone until he was sure the girl knew what i needed. As soon as the Telesales rep got off the line, the customer care rep asked me for my account information (again) and then placed me on hold. A few moments later the line went dead and i had been disconnected. At that point i had been on the phone for approx. 90 minutes.

I called back and the first girl i got asked for my information, and then placed me on hold while she accessed my account. The next thing i know the line is ringing and a completely new customer care rep picked up. So i provided my account information again and then had a lengthy conversation with the rep as to how i've been promised a Touch and was sick of spending hours on the phone and getting no where. The rep. told me that she could process an authorization for an in-store return and it would be sent to me by email. Once i had the email i was supposed to print it out and take it to the store that was listed on it to exchange my Mogul for a Touch. Since the rep. said it could take 15-20 minutes for me to get the e-mail i decided to hang up and hoped the email would actually arrive.

20 minutes later i received the email. Everything looked fine until i printed it out and read the fine print. It states "you are authorized to return your device within 30 days from the date of activation listed above".... Well, the date of activation was July 7th, so i knew there was no way the store was going to take it.

At this point i was fed up with talking on the phone so i sent an e-mail to eCare (sprint's "Contact Us" dept from their website). The eCare Rep. (Leon) stated that he would definitely replace my mogul since the mogul had known bluetooth isssues. He then went on to say that he currently didn't have access to the Touch but that he would make the "detailed documentation" on my account and I should call Telesales.

I send a reply outlining everything i had already been through with Telesales and Customer Care. I even included every Customer Care employee's name and ID# as well as the Telesales employee's name and ID#. I detailed the exact time of each phone call and the time at which i was transferred to a new employee. I outlined every conversation that had taken place. I told "Leon" with eCare that i was sick of dealing with Telesales and would like to cancel my account since the phone didn't work as advertised.

Lean (eCare) responded back stating:

We cannot forget the fact that you have been a loyal customer and enjoying our services for a considerable time. I realize that you have been greatly inconvenienced by this situation, the way you have been treated by customer support people. This is unacceptable and is not what we want you to expect from us. We pride ourselves in being focused on customers like you who make our company successful. I apologize that your experience with us has not been consistent with that philosophy. Although we cannot change the damaging impression made, I hope that you will consider this error as just an aberration and give us another chance to serve you better.

To avoid this kind of inconvenience only I have put notes on the account. I request you to again contact them at 1-800-480-4727 and tell them to view notes on your account. They will surely assist you in best possible manner after that. Just give a jist of your problem and tell them that you are communicating with e-care. They can easily review notes that were uploaded by me on the account.

Another, If you don not want to go through customer solutions again, write back to me with another handset and I will send you the same with utmost priority. Please write back for further information. Now I will look into this matter personally. I really appreciate your long email describing what is happening at our customer care.

Thank you.

Leon C.
E-Care
Sprint
"Where our customers come first!"


I sent back a response stating:

"I spoke to a lady named Shelly (telesales ID# 40MW) who was not only rude but very unhelpful. She continually stated "well we don't replace the phones. Does our website say that we'll return your money or give you a new phone? etc...." I informed her that i had spent several hours on the phone with Customer Service yesterday only to be given the run around and never got a resolution. I informed her that I've been promised by multiple people now that a return kit would be sent out and I would receive a TOUCH as a replacement. I also informed her that I have copies of emails from eCare stating that they have noted my account to inform Telesales to send out a TOUCH to replace my Mogul. Ultimately, she said that they cannot do it and didn't offer any suggestions or resolutions."


Finally, i called back to Customer Care the next day and spoke to a VERY VERY nice lady who asked me why i was calling. I told her that i would give her the entire outline from my very first phone call. I gave her detailed information about each rep i had talked to including their name and ID number, the time of each call, etc... I also told her about my contact with eCare. When i was finished explaining everything all she could say was:

"wow! I can't beleive you remembered all of that. I was reading through all the notes on your account over the last 2 days and was able to follow your outline of the events exactly. What it looks like to me is that you've been promised a replacement numerous times and now the promise has been reneged."

She also stated that there was technically nothing that she could do to replace my phone because it was outside of the 30 day return window. She went on to say that it was ridiculous that i had been treated the way i was and that she would escalate my call to retentions and stated that she made detailed documentation as well. Before transferring me she said "the behavior you've experienced from our sprint employees is uncalled for and it needs to be dealt with. I am going to put you through to retentions and believe me, the retentions department will take care of you after they read how you've been treated".

I was transferred, began to explain my story again and was then cutoff and placed on hold. a few moments later the lady from retentions came back on the line and asked, "is this ******? and are you still living at ********". I responded "yes that's me and the address is correct". Then she said "i'll be sending the Touch out to you today" please return your mogul in the return kit that will come a few days later!

That was it!

I also received another response from eCare later that same day stating the following:

I am extremely sorry about your experience with Sprint. I realize that
you have been greatly inconvenienced by this situation. This is
unacceptable and is not what we want you to expect from us. We would like to
see that our customers are happy and enjoying the services they are
paying for.

Under no circumstances do we allow or endorse such behavior. It is
certainly not appropriate on any level. I have forwarded your complaint to
the appropriate department for necessary action.

I reviewed the account notes and noticed that the new handset (New
Touch) has been ordered for you. Let me assure you that you will receive
the new handset is next 3-5 business days.

Also, let me confirm you that we have order the new return kit for the
old handset (Mogul). We again apologize for the inconvenience caused to
you regarding the handset.

Thank you for contacting us. Have a nice day.

Cristiano K
E-Care
Sprint together with Nextel
"Where our customers come first!"



****

I received my touch in the mail the next day!

good job =) Cristiano K seems to be the one to email =P

wow thanks for that very detailed info. ppcgeeks never fails!

utexascg,

You are my hero man. You are ball'en dude!! (ball'en is a new term my kids say, means cool) You pwned the Man!

I haven't given up, I sent another email to E-care.

-Polen

Folks, that story is EXACTLY why you MUST call retentions on your first call, period. Don't use email, don't talk to the first mook that answers the phone over there...immediately ask for "retentions". I assure you that they (and pretty much they alone) have the authority and ability to fix your problem right then and there. The other departments do not, and you will spend hour after needless hour chasing people down and retelling your story to idiot after flaming idiot.

Call whatever number you need to at Sprint Customer Care. It does not matter what department you first end up with...ask the very first person that you speak with that you want to speak with retentions. They will try to talk you into letting them help you with your issue...tell them no, firmly. Their job is to run interference for retentions and not escalate issues unless it is an emergency.

It is easy. Just say the magic word. "R-E-T-E-N-T-I-O-N-S".

When you actually speak with retentions, make sure you let them know, in no uncertain terms, that you are very close to leaving Sprint because of the problems with the Mogul. The conversation will unfold by itself, and they will tell you how important you are as a customer, blah blah. Then they will ask you the magic question: "How can we make this better for you?" It is at this point that you mustn't act like an ass and blurt out "TOUCH!" Be cool, confident, and make your valid case: Sprint has nothing comparable in their inventory at this point to the Mogul. Zip. Zilch. You have to use terms like "comparable" and "cost". Ask them if there is a comparable phone that doesn't have the problems the Mogul has. They will probably say "Palm". Feel free to giggle or scoff at that point. That's when you can mention that you heard Sprint just launched a new phone..."What's it called? The Touch or something...?" It should be that simple.

I just got back from a business trip where my BT issue almost cost me a deal, and my phone actually froze on me twice (I am using 2.16 with the 1.40 radio). After catching up with my reading here at PPCGeeks, I made the call this morning.

I now have my tracking number in my hand.

I bought my Mogul August 15th. Yeah, the subject of the "30 day return policy" came up briefly, but that argument got quickly dismissed when I mentioned that I had put my faith in Sprint to fix the inherent problems with the Mogul, only to get burned by a turd of a new ROM, offered the old one again, and burned once more by being told "early 2008" for a fix. Unacceptable.

Stick to your guns, ask for retentions right away, don't be an ass, and let them know you got burned more than once by this device and Sprint. They will do the right thing.

Or you just have a worker at retentions that says "would you like me to process your cancellation for you"?

Happened to me!

Yeah, well, naturally. You have to be prepared to have your bluff called, if you are bluffing. If you aren't prepared to actually take your business elsewhere or have not had a Sprint/Nextel account for a while, you may not want to go this route.

Also...in the rare case that you are not getting what you expect from the retentions agent, ask for the "floor supervisor". There is one supervisor on duty at the call center at any given time, and they have the ultimate authority to make anything happen.

they offerred to switch my mogul for the razor2 and 100credit I took it so bye bye mogul