The only thing I could get was $350 for a new Touch (talked to retentions)

Well, after 3 days of calls to Sprint Customer Service, Asurion(the Total Equipment Protection department) and Account Services(Retentions), HTC and Radio Shack Extended Warranty with 4 emails to E-care, E-care finally is sending me a Touch and a return kit for the Mogul.

Man, the last 3 days have been nerve-racking.

Thank you guys for all your support and advise for this situation. I don't think I could have done it without Yall.

-Polen

Cool! Hope you love it!

No luck yet in the cycle
 

Hi,

Thank you for writing back to us.

I apologize for the inconvenience caused due to the breakdown in
communication. Please let me know on which PCS line Mougal phone is active.

We have received the emails from other customers as well regarding the
problem with the Mougal phone. This issue has already been escalated to
the higher management and our engineers are working to resolve these
issues.

I am waiting for your response. If your PCS Mougal phone is active on
the account then we will apply a credit for all the charges that will
incur while visiting a store. Our store agent will do a physical
interaction with your phone.

Have a great day.

David K

E-Care
Sprint
"Where our customers come first!"


Refer someone to Sprint and get $25.
Visit www.sprint.com/referralprogram for details.


Original Message Follows:
------------------------
I think you did not read my email, this is just what I am talking
about, everyone passing off to another. It has been well noted that the
phone model mogul has the problem not just my phone, I am even more upset
now. I have been told it works as good as it is going to, I resent
even hate that you did not read what i wrote, and I waited 8 hours for a
reply that did not make any sense

HOW CAN YOU FIX it, not just my phone, I think you are in beach of
contract, I have conttract to pay you have contract to provide the service
I pay for, not just keep sending me round and round. They can not fix
the problem. It needs new ROM that was promised in Fall 2007, provided
and caused more problems that it fix and was removed.

I've given up on this for now... My Mogul is rock-solid stable with the WM5 Alltel ROM ... and honestly, if I'm going to get a new phone, its more than likely going to be a downgrade to a RAZR2 or a side-swap to an 8830... I'd get the 8830 in a heartbeat... except I'd be stuck paying Sprint another 30 a month for the plan... 30x12 = 360... That's a lot of extra change on my bill.

I'm tired of the empty promises of WM... sure, its flexible... but you have to beat your head against the wall multiple times a month because of all the hassle you go through with it. I dealt with my 6700 for a year... now I've got a Mogul... and very little has changed in the "OMG you have to hack your phone to get it to work right" department...

I called for the first time tonight and asked for retentions. My complaints about the Mogul were based on the phone setting turning the phone off by itself, the constant Blue tooth problems, and memory problems. I purchased by Mogul in early September, therefore, I was over my 30 day return period. I was also told by the store representative upon buying the Mogul that it would be getting GPS capability within the next few weeks...LOL. My call was handled very professionally and the retention representative actually recommended to me that they switch out my Mogul for the newer HTC - Sprint Touch. I was told it would be shipped by UPS and I should have it within 2 to 3 days. YEA!!! Finally, I will have a phone that won't turn itself off!!!

They switched me out too.



The Rs

Congrats to those of you who are getting it. :)

I agree with meatlocker about the subtlety in your intentions. I never once during my conversation with retentions said "give me a Touch, and I'll stay." I told him that I loved the features of my phone, but the bugs are getting incessant and monotonous, and that I wanted a different model. He then asked me what model I wanted, then I said that I have a couple friends who just got "something called the Touch" and they told me they have none of the problems I have.

Sorry if my original "walkthrough" was misleading. You don't want to seem too aggressive on the phone, or they will definitely not give you what you want, and can tell you're bluffing. You have to act like you don't know anything. You're just some user with a phone that doesn't work very well, and would like something similar, but in a different model.

That said...mine is coming tomorrow. :D I'll be checking UPS every 15 minutes lol

Yeah, I can't wait...........



!!



The Rs

can you guys edit your posts to show what time of day you called? I would appreciate it.