Official Sprint ROM 3.35.651.2? Not according to the tech at the local repair center

[bkhoste]

I think that CS is suspect to where you are. I have never had a problem with CS here in Columbus, Ohio, every rep I have delt with was friendly, gave me straight answers (ie "Let me find out" when they did not know the answer). Does that mean that all Sprints are like the one I go to, no. Also, when you get crappy service does anyone report it? I would, even if I felt nothing would be done.

[jeryzkid22]

Originally Posted by Flash_C4

Funny you should make a T-Mobile comment because some of the latest rumors floating around could involve an acquisition of Sprint by T-Mobile. Sprint is not in good shape right now financially and they didn't get in the mess by making good business decisions and having good customer support.


Three of us went in to have phones on our corporate account checked out and got crappy treatment. We went in with a professional attitude and was met with bush league customer support. Nothing more to the story than that. Have we asked for anything free? For something we don't deserve? If wanting decent service and customer support isn't a reasonable expectation then I guess I'm very guilty.

I highly doubt that t-mobile would buy Sprint. There is a big difference between a cdma network and a gsm. It would take a long time for them to try to combine two networks using different technology. If they opted to stay strictly with the cdma network then they wouldn't have someone to sell their old network to.

If any company were to buy sprint it would most likely be Comcast. There customer care would be able to turn Sprints network into the best cell phone company in North America. Plus I would get free cable so that would make me happy.

On a side note, as soon as I went into the store today I introduced the new update for the mogul to all of the techs. They were all receptive and wanted to know if there would be any way for them to install it for customers that asked about it at our store. Unfortunately a coroprate sprint store isn't allowed to plug any cell phone to our work computers so the best we can do is share the link to our customers for them to install it themselves. I wish that we could do the updates for the customers though because my store caters more to less sophisticated consumers that have never plugged their pdas to a pc or opened up their instruction manuals.

[trev913]

I've yet to go to a Sprint store since the new update, but interestingly enough I'll be at one tomorrow (slipped and fell on my *** today at work, phone was in right butt pocket - broke screen).
I always forget to flash to a stock ROM before I head in for servicing, but I've never had any reps or techs comment on it. Hopefully they won't comment on No2Chem's latest (I don't think they will... it just looks like a different theme on the whole with SPB Mobile Shell 2 and a few other fun apps hooked up...but you never know)
On the same note, though, I once had a rep at a store around here (Chesterfield Valley, for any St. Louisans) say "I don't think I'll be able to transfer your contacts over to your new phone because it appears your device is locked" I instantly figured they were commenting on the UnLocker/ReLocker or whatever and was kind of bummed (doesn't really matter, I've got it all backed up on ActiveSync), but I crossed the store to take a look and my phone was literally at the "Press the button to unlock" screen... I sighed, hit it and went, "Oh, there you go".
One of my all-time favorite customer service story right there
But, back on topic.

I don't think that yelling at the Sprint rep/tech (well, maybe the tech, as I'm PRETTY SURE he's supposed to be fairly up-to-the-minute on that sort of stuff) was warranted. I can see how you'd expect it, and it's not unrealistic that he would be versed in that sort of thing. However, with a company that I'm pretty sure every customer at one point or another has called CS and heard (in an Indian accent, a la Apu from The Simpsons) "Thank for calling the Sprint together with the Nextel phone companies. How may I assist your call direction today?"... a rep/tech not knowing this sort of thing shouldn't be unsurprising, let alone warrant the reaming you gave him. But, then again, I'm always down for a good CSR yelling.

[HobbesIsReal]

I had the 238 error code when I tried to update with the new ROM. I tried everything I could think of (and later confirmed my suspicion that it might be Vista and that I needed to use an XP machine instead of a Vista one). Sprint level 2 finally sent me to my local service center store to look at it.

They had no idea about the new ROM. They did ask if I had a cooked ROM on it (which I only had the official 2.17 on it), but did not go any further along that line. They said come back in 30 minutes. I came back and they were giving me a new phone. I asked if they put the new ROM on it and they said no, it was 2.17. I asked if they could and they said that they cannot Flash any ROMs on any phones because they cannot sync with them....something about they sync other phones to those computers and did not want to sync all their information to my phone. I said, install the ROM and then do a hard reset with the newly installed ROM to wipe out the information. They wouldn't do it. They were very friendly and pleasant to talk to, just a little clueless in spite of their claim that with the two techs in the back there was a total 20 years of phone repair experience.

They did give me a free battery with the new phone and cut my fee per line by half. Once I got home, I updated my ROM with my son's computer running XP and it went on fine.

But I do want to say that historically in my local stores, I have found the clueless techs, but by far they are fairly knowledgeable or willing to learn if needed.

[jeryzkid22]

I repeat we are unable to active sync any pda phone in a store due to FCC regulations.

[HobbesIsReal]

I see...he did not explain that to me. That is a lot better reason than they explained to me.

So, how they able to help a customer with a vital ROM upgrade? Or does a customer, no matter how little knowledge they have, have to do this themselves?

I am not picking at all....just want to make sure I understand so I can also help others.

[yachtspecco]

Hey, My first post.
Been hangin waitin for the ofishal release for a while and finally last night decided to update the rom. Last update 2.17 went fine so....
Anyway through vista the update left me in bootloader and attempted to repair through upgrade rom and finally dumped me out saying it couldn't be upgraded on my computer. Luckily I also had already anticipated problems and loaded the rom through activesync connection on my XP machine. Loaded just fine. Loaded all Sprint extras and all good except no text in or out and no phone in or out except sprint numbers. Had to wait and call Sprint activation to get my unlock code and reset msi msl or whatever. The CS rep I talked to was very pleasant, Had no clue how to deal with a Mogul so I talked her through part of it and informed her she and all CS people should bone up on the Mogul because I was probably the first of many who were going to call. Phone works great! EVDO REv A speeds are all over the place but working and all is good now. GPS "cool"
Anyone know why my caller ID comes up unknown on other peoples phones & just shows the number? Is this repairable? Anyone replaced the slider shims after the adhesive fails and they fall out or do you bother?
Being nice to CS on phone resulted in a sucessful Rom update and pleasant conversation. "Yup, you get more flies with honey........"

[weakkneed]

This thread is turning into something I have seen on SprintUsers.com. One of the major rules in business is that you keep your cool, never disparage your competition, don't get defensive with customers, and the customer is always right even when they are wrong. Ok, that's several rules. Sprint is under attack from all sides and its corporate culture has become one of low morale, negative defensiveness, and Sprint employees back to back against the world. Unfortunately, the internet makes every corporate employee a defacto public spokesman. An official spokesman would coach his words carefully. Most Sprint employees on this site have been great, but even when you are right and the poster is wrong (and in many cases, they are not), Sprint employees can drive customers away. That is not in any of our interest. In addition, I would say thank you Sprint for the new rom. We have had updates that the 6700 did not get. Maybe, that's a change for the better.

[Baffles]

Originally Posted by yachtspecco

Hey, My first post.
Anyone replaced the slider shims after the adhesive fails and they fall out or do you bother?

They are meant to be removed, just like the thick screen protector put on the screen during shipping.

[BossMogul]

Originally Posted by deathdreams

tottally agree
WTF is wrong with you guys for one did you set up your sero plan at the store? I highly doubt it, they aren't even suppose to talk to you about it at my local store because they officially aren't suppose to touch those accounts. The Rom came out a few hours ago and you want them to know about it wow you must expect everyone to be like you and have no life and just be clicking the refresh button over and over again. And asking for credit for something like this I bet you would are the type that sue for spill hot coffee on yourself.

Anyone that has done customer service knows thats its not the easiest job (dealing with angry people all day) and then you have people that want you to know everything about everything.....

well if they're honest up front instead of acting like they know everything about the phone and how great it is, they probably wouldnt get much backlash.