Email response from Jerry Adriano (Sprint's VP of Customer Experience)

[j10376]

So this means we are beat on the memory issues. If Sprint cared even a little for there customers they would fix the memory in the Mogul. They don't thou all they care about is that you are locked into there contract any you either pay the bill every month or pay the cancelation fee. They will not admit they made a mistake and do the right thing ti fix it. I think every customer that has a mogul should start calling and complaining on a regular basis. And even write to the CEO and VP. This or a class action law suite is the only way that this will get resolved.

[glidersgalore]

Mr. Adriano,
I do apologize for taking up your time, however I do have a matter I would like some assistance with.
I have been a Sprint customer for about 7 years now. During this time I have had a family shared plan, and I kept the most current phones on both lines. Several months back, I was forced to upgrade from my Treo to a WM6 device. I chose to purchase the 6800(Mogul); as that was advertised to have what I needed to stay mobile in the field, and stay in contact with my home office. After I purchased to the Mogul, I found out that the device was not as advertised. There are several fatal flaws with the programs and hardware; i.e.: the Bluetooth is inoperative, the keyboard does not function with several of the programs on the phone, the Ram on the phone has a bad leak issue and also to small for the device. Among the prior issues, the phone locks up do to a lack of memory. I have spent several hours on the phone with Tier 2 tech support, and was advised to look at several websites for assistance. After following that advise, I found that this is not an individual issue, this is a problem with all the Moguls.
Then Sprint and HTC released an update to correct the known issues and to activate features on the phone that do not as of yet function, actually ended up rendering the phone almost useless.
After spending additional time on the phone and emailing customer service, I was offered a trade in for the 6900(Touch). I was told that the Touch would correct all the issues I was having with Mogul. To a degree it did, the Bluetooth functions, it does have more RAM, so in turn leads to less or no lockups. That was the end of that , but lead to additional issues. I am a business professional; I spend about 80% of my day in the field, I am in the automotive chemical industry. My issues with the Touch is the lack of physical keyboard, lack of wi-fi, and Office 2007.
After further conversations with customer service I was told that those two phones my only choice, and I could live with one or the other, or seek another carrier for service.
I did not find either of those professional, The situation I am in is this: I need the Mogul for the features I purchased it for, although I need a working phone. As for now I have to carry both phones, the Touch to make calls on and transmit data, and the Mogul to input data on. I must return one of the phones, which as planned from c.s. is the Mogul.
I was hoping you could shed some light on what Sprint as a company is doing to assist the customers who spent $600.00 on the Mogul, which has fell way short of the promised functions of the phone. I need to find a resolve to this issue.
Any information or help would be much appreciated.
Thank You
Scott Fowler
xxx-xxx-xxxx

[dmackdaddy]

Awesome email!!!

No reply to my email yet.

BTW, word on the Street is GOOGLE might buy Sprint, so maybe that will fix it!

[boe]

Scott - nice e-mail. I'd also like to thank the original poster for giving us hope that some info is getting to top execs and that they are aware of the issue. I had resigned myself to the fact that anyone who doesn't speak tagalog as their first language has even heard of the issue.

[Existentialism]

Originally Posted by dmackdaddy

Awesome email!!!

No reply to my email yet.

BTW, word on the Street is GOOGLE might buy Sprint, so maybe that will fix it!

Oh god no . . .

[glidersgalore]

Originally Posted by boe

Scott - nice e-mail. I'd also like to thank the original poster for giving us hope that some info is getting to top execs and that they are aware of the issue. I had resigned myself to the fact that anyone who doesn't speak tagalog as their first language has even heard of the issue.

Thanks, I do what I can. The only way to get anything corrected is to be business like in nature. Let them know that the core people who have this phone are professionals.

[dem0n2001]

Originally Posted by TalynOne

This is not going to help, it could very well backfire, it's not like he's going to be able to give you a different answer. Stop being a child and realize that things don't get done by people yelling at each other.

Guess what, if he gets a bunch of "Fuck You" emails, he's probably going to change email addresses, junk them all, or give a form response.

I didnt say anything about telling him to go F himself (even though it would be nice)

[Thesian]

You bought a phone. you had 30 days to try it and return it. It didn't meet your expectations.

How is this Sprints problem and not yours?

Seriously, help me, as a Sprint tech, understand how you not liking your phone is sprints fault.

btw: typed on my mogul that's works reaaly well. swapped once for bad bluetooth, but a good pda otherwise.

[Musicman247]

We were told by Sprint to keep the phone and wait for the update that never came (not counting the update that completely broke the thing).

[wickedklown]

Originally Posted by Thesian

Seriously, help me, as a Sprint tech, understand how you not liking your phone is sprints fault.

Are you serious?? And your a Sprint Tech?
Do you not see the 40,000+ hits on BT issues alone?
The memory leak issues like on 99.99999% on all Moguls?

Help me understand where I missed the *might work asteriks on the Mogul advertisement before I dropped down 550.00 bones.

Yes, I believe some people are leeching because they want the "new" thing but I personally never agreed to BETA test a phone for 500+.