A different Sprint experience

[zelet]

I had bad experiences with Sprint stores in the past so I was really surprised by my experience yesterday. Everybody that I met was really friendly and there was a TON of staff. When I called before I went - the call center even answered my call with NO hold. They might just be beefing up hours for the holidays but its been really nice.

[iflog]

Thats funny. I took my Mogul into the Sprint store to see what they could do about the bluetooth (dropping calls and such). They told me to come back in one hour. When I picked up the phone the tech said they couldn't find anything wrong with it. He said it made and received calls fine and didn't drop a one. I asked him about a ROM update and he said I was OK. I haven't updated since I got the phone in July. I still have version 2.08.651.4. I can tell you right now they never even looked at it. First off, he never asked me for my bluetooth device to check it. Secondly I checked the call history when I got home and there were no NEW calls made from the phone since the last one that I had made. Now I have been fighting back and forth with e-care. They should change their name to "I don't care". This is the reply I received from the second email I sent them.

Dear _______,

Thanks for writing back.

I'm familiar with some of the information being posted in such forums; however, I cannot verify the accuracy of the content posted on third-party web sites.

I have discussed the issue with my supervisor; however, we are required to adhere to policy, and we are unable to exchange the Mogul for the HTC Touch.

If you have any additional questions or concerns, please feel free to reply to this email, and we'll be glad to assist you further.

We appreciate your business. Thank you, and have a great day.

Dan T
E-Care
Sprint


If the new ROM update doesn't take care of the bluetooth problem I will be dropping Sprint and switching to another carrier.

[TC1]

Originally Posted by zelet

I have to post this because of the hundreds of negative posts...

The green phone button on my mogul wasn't working so I walked into the Sprint store at 2:30 this afternoon. I was helped the second I walked through the door and they took my phone back for service. They even asked if I had already backed up and talked about the new ROM.
So fifteen minutes later they brought a brand new in-box Mogul out for me. They let me keep everything in the box (minus the battery).

I left the store exactly 30 minutes after I walked in with one of the best retail experiences of my life.

Just out curiosity, were you still within the 30 day grace period for new purchases or do you have TEP (insurance) on your phone?

[Goddbody]

Originally Posted by zelet

I have to post this because of the hundreds of negative posts...

The green phone button on my mogul wasn't working so I walked into the Sprint store at 2:30 this afternoon. I was helped the second I walked through the door and they took my phone back for service. They even asked if I had already backed up and talked about the new ROM.
So fifteen minutes later they brought a brand new in-box Mogul out for me. They let me keep everything in the box (minus the battery).

I left the store exactly 30 minutes after I walked in with one of the best retail experiences of my life.

Thanks Sprint - you rocked today!

Well Dorothy, I guess you made it back home to Kansas after you saw the Wizard after all, but unfortunately for most we don't live in kansas, and have never met the Wizard of Oz. Sprint corporate Stores in main stream American have a horrific customer Service Record, but I am willing to bet that it is due to the abundance of consumers returning devices due to functionality and hardware issues and that fact creates a low morale amongst Sprint Personnel due to the high volume of consumer issues on a daily basis.

[The_Omni]

I too have had pretty good service at the service center. Can't say the same about first level customer support on the phone.

I have had my phone worked on three times in the last four years, on two occasions they were able to repair it, on the third they had to order a refurb, it came in two days later and the manager of the service center called me to come pick it up nice as you please.

Now all of these times it was the same service center so this isn't necessarily indicative of all Sprint locations, but at least my local seems to be up on their game.

As far as calling customer support, it seems very hit or miss unless you get to level II or special support. I will say that when I have called business support they have always been very knowledgable and helpful.

The_Omni

[zelet]

I have TEP but there was no deductible - they said something about a 1 year warranty if there isn't water damage.

Each store is different... I guess I'm lucky to be close to a good one.

[pkbaum]

I had to jump into the gym pool to get my daughter who had gone in to deep. Took it to Sprint store who took it apart, dryed it out, and fixed it for free the same day. No charge and I didnt have the insurance.

Thanks Sprint...