Incorrect ESN?
 

So here is my story-

I have a HTC Mogul aka PPC-6800. Sprint (incorrectly) lists the model on my sprint.com account, as well as on their internal computers, as a HTC Touch. The interesting thing is that I have had no issues with Data or Call connections, and I was able to update to WM 6.1 with no issues.

Normally this would not be an issue, but since I have an agreement with E-Care for me to return my current phone (HTC Mogul) in and have it replaced with a HTC Touch Pro, with me paying only the difference between the 2 models. The Touch Pro is $579.99, the Mogul is $549.99, so I would normally pay $30.00.

That is not a problem. The problem is that they have the HTC Touch listed. That retails at $399.99. The price difference for that is $170.00- BIG ISSUE!

I have tried going onto sprint.com and updating the profile. No dice.
Talked to a customer service represenatitve and gave her the ESN (hex), ESN (Dec), and the s/n. ALL ARE LISTED AS A HTC Touch.

Re: Incorrect ESN?
 

Did you get the phone from sprint or used from someone else?

Re: Incorrect ESN?
 

I got it as a replacement from Sprint after I lost my previous Mogul. I had insurance on the phone, so only payed $50.00 for the replacement.

Re: Incorrect ESN?
 

As long as you got the phone from sprint they would have to see that you have a mogul not a touch. It's possible that the esn is cloned but you would think they would have caught it when it was refurbished.

Re: Incorrect ESN?
 

No.. I just got off the phone with tech support. I gave him the ESN (Dec) and ESN (Hex), and it still showed as a Touch. I looked in the EPST, then where it is listed underneath the battery. Matching numbers. lol.. At least he gave me the unlock code to the EPST.

Re: Incorrect ESN?
 

If they sent you the phone, go down to a local store (not a mall store or a kiosk) and talk to the manager. It will be in their records that the last ESN swap activated that phone. If everything matches up and they continue to give you a problem, you can either try to reason with/educate the manager, raise hell and divert possible new customers, or throw the phone at the manager like Naomi Campbell with a Blackberry. Either way, you might feel better. :)

Re: Incorrect ESN?
 

I had the same issue when I went and had my phone replaced from insurance due to damage.

I tried calling tech and after SEVERAL days of being put on hold I went to the sprint store and they had to call the regional manager to finally get the ESN number corrected to the Mogul from the Touch

Re: Incorrect ESN?
 

Take that last suggestion with a grain of salt, unless a catwalk strut at the local pokey is your idea of blissfulness.

Re: Incorrect ESN?
 

Haha.. No need for violence.. I will go to a repair shop and talk to a manager..

Re: Incorrect ESN?
 

I went into a Sprint repair shop today... The guy, who has worked on Sprint equipment for more then 2 years, said that he never once saw or even heard of this phenomena before... Hahaha... Love it...

Re: Incorrect ESN?
 

See I totally disagree. I like making scenes in stores for something when I have a real reason to get upset. I usually get what I want cuz I try to stay calm and not swear. I possibly might through phone across room too. lol


But on the whole mogul listed as touch. What possibly could have happened was the person who returned that mogul last received a touch as a replacement and sprint really had their heads in their asses on it.

Re: Incorrect ESN?
 

So I went into a corporate Sprint store today.. I first called Sprint Tech Support October 25th, and they said they created a trouble ticket, and it would be 3-5 business days before it got resolved..

So yesterday, November 7th, I go into a a Sprint Repair Shop, seeing if they could do a simple switch. They call Tech Support and they create another ticket.. While on the line, they notice that the call from October 25th, almost 2 weeks to the day, never had a ticket issued. To finally solve it, I just decided a corporate store would be the answer. I am in there, talking to this young lady about the issue. She looks up the account info... The ticket that was created yesterday was canceled because the person who looked at it couldn't find any info.. (Love Sprint Customer Service!)
So after about an hour, she tells me that another ticket was created, but that it would be taken care of. She then tells me that it was a mistake on the insurance company's side since the serial number of my Mogul matches for a Touch. I had this phone since July 8th. So the wait continues....

Re: Incorrect ESN?
 

Wow... So Sprint can't solve my issue.. It's on Asurion to fix it... So aggravating...

Re: Incorrect ESN?
 

Went to the Corporate Sprint store (again) today... After 2 hours, got the manager to give me a new Mogul to replace the bad Mogul I originally got from Asurion.. It seems that it was Asurion's problem from the get go...

This thread can be closed or deleted now Admin... Problem was resolved.