My attempt to trade-in my Mogul.

[rglover]

FWIW this is the email exchange I had with Sprint:

Me: I bought a new Mogul in early August and I am VERY unhappy with its performance, especially Bluetooth, and lack of updates to fix known problems. Would it be possible to swap this phone for another model? I want to keep a PDA phone but I wish now that I had kept my PPC 6700, which worked fine. Instead, I paid $500 for a phone that doesn't work nearly as well. I make 90% of my calls on Bluetooth and this phone is not acceptable.

Sprint: Thank you for contacting Sprint. I apologize for the inconvenience caused regarding the Mogul phone. On reviewing the account I noticed that you have purchased UTSTAR PPC6800 phone as of August 03, 2007. As you are our valuable customer I have gone ahead and discussed the concern with my supervisor. I am glad to inform you that you can change this handset with other handset you wish to purchase. Considering you long time loyal customer, I can order the handset from here. Please write back to me with the particular option. Thank you again for emailing us, it was a pleasure assisting you. Please feel free to write back if you have any further questions. I will be more than happy to assist you.

Me: Thank you very much for the prompt response. In purchasing another phone will I receive credit for the amount paid on the Mogul?

Sprint: Thank you for replying back. I will be happy to assist you regarding the price of the new handset. Suppose, if you buy the handset of $600.00 the account will be charged for this amount and when you send the return kit of Mogul phone, the price of Mogul phone will be credited on the account. Thank you for emailing us. We appreciate your relationship with us, and look forward to serving you in the future.

So I am getting a Touch to replace the Mogul and should be owed a refund of $50. I am not certain why my request was approved so easily. However, I suspect it is in large part due to the status of my account with Sprint, as someone else indicated above and as indicated in the intial response from Sprint to me; i.e., I have been with Sprint for more than 10 years and have an established line of credit with no history of complaints.

[Cicatrize]

Maybe that is what they will offer me. I'm sure they would like to keep me as a customer, especially since I've told them before that I have an account with T-Mobile still open, so I can kill my Sprint one any time I want and just pay the ETF. It'd be a LOT cheaper than 24 months of service.

If they send me a Touch and a return kit, they'll keep me though.

[icekold_56]

Wow, I feel so bad for you. I purchased my Mogul through the SERO plan on the 17th of October. On Saturday, November 3rd, called the local Sprint store and asked if they had the Touch available for the November 4th launch. They confirmed they had it. Second person in line (first for Touch) on the morning of the 4th. Informed them I need to do an exchange on my Mogul for a Touch. Had box and everything ready to go for my Mogul. Rep asked the manager, manager said it was no problem. Got my Touch, and $50 price difference credited back to the credit card that I didn't even have with me.

[Polen]

icekold, you were still in the 30day grace period, you can switch with no problem with no questions asked. The phone you are swapping out doesn't even have to have a problem. You could hate the color and take it back for another phone. We are talking about people who got their Mogul back in July and have gone past the 30 grace period.

-Polen

[Cicatrize]

Well, I got my Mogul the first week it came out, but I got a replacement less than 30 days ago. I'm not sure if that applies to the 30 day rule, but either way, I should be able to exchange my phone. This is ridiculous.

[breakuser]

Just my 2 cents. I bought a Mogul in July when it was released. Actually I bought 2 moguls. One for me and one for my GF. Unfortunately my mogul broke its stylus clip and i returned it for that minor issue. Big mistake, next replacement mogul i dropped and Sprint nicely sent me another replacement thru tep. Then my 3rd mogul had bad backlight, my 4th had another bad backlight, my fifth had a lower backlight. This happened thru all the months to currently now Nov. I emailed ecare and explained I hate all these replacements because none of them have equally matched my first perfect Mogul. So i requested if I can get a Touch, they said yes. I should get it within this week. I think they said yes because off my unique situation. And also I do have 2 lines with them and my GF never complains about her Mogul since its PERFECT! Just so you all know..... everytime you get a warranty replacement, your 30 day limit resets.

[shifty50]

i am not sure if it is because of your unique situation. I purchased my 6800 in july and yesterday i sent ecare an email asking to swap out. within a few hours i had an ok from them to swap. at this point, i think e-care just takes the easy road to rectify the problems. so if anyone wants to swap out for ANY other phone, shoot ecare an email.

[papped]

Yeah eCare is letting me swap my Mogul for the Treo 755p in-store.

[wlin1998]

Let me tell you my story. I asked to have my Mogul replaced with another Mogul within 30 days. It's basically same model replacement. The representative assured me "no extra charge, don't worry, I will handle it ...".

On the 2nd day after I requested the replacement, my account was suspended because they said that I am over my spending limit. I called to ask my and the CSR could not find anything wrong. All on my account is a <$100 balance. And the CSR reinstated my account. But the next day my account was suspended again and I had to call again. This suspension happened 3 times to me before I received my replacement Mogul. And there is no return kit in it.

I have to call to get a return kit. In the meantime, my account was suspended because they actually charged me around $550 (the full price) for the Mogul !!!

I went to a Sprint store and the employee there called customer care on behalf of me and spend 2 hours on the phone and finally got a temp credit until they received the original phone I sent back.

But when they received my original phone, they did not remove the $550 charge. Instead, they refunded me $288, the price I paid for my original phone !!!

I then called at least 8 times, on average 1.5 hours/call. EVERYTIME the CSRs said they issued a refund for me but the first 7 calls does not solve a thing.

The problem finally got solved, but it's after 2 months from my account opening, more then 20 hours call to CSR, 3 times (5 hours) spent in Sprint store.

Originally Posted by Cicatrize

I don't have that option, since I have a $150 spending limit. I would hope that they would send me a Touch along with a box and shipping label to return my Mogul. Hell, even if I have to pay for the shipping on the Mogul, it's worth it.

[Cicatrize]

Update: So, I decided to call retentions and tell them I was ready to cancel my account. All he could say was "blah blah, it's $200 to cancel, and you have a great deal with your SERO account, blah blah". I told him "I'd rather pay $200 to cancel my service than pay $40/month (after insurance & taxes) for another 20 months of service on my contract." He actually made me FAX HIM a copy of the e-mail sent to me by eCare saying that I can get a different model phone to replace my Mogul. What a #&(%#^$ ass. He also said it would take about a week to resolve. I'm seriously considering paying the ETF at this point. This customer service is horrible. I'm sick of being told one thing and then being told that thing isn't valid. I guess I'm just waiting for eCare to reply now. If I don't get a Touch, I'll probably just cancel my service, since they obviously don't care.