Sprint can't repair Mogul, must order one, I have no phone in the meantime ...

ejbleendreeble · #1 (**permalink**) 11-04-2008, 06:46 PM

This is a new one on me, and means that I'll be leaving Sprint for a GSM-based provider as soon as I work out the economics.

Had to return my Mogul to the store for the ol' USB-bent-pin problem. I have insurance. This time, though, there was no "here's a new one, enjoy it." I was told that a) my Mogul could not repaired; b) they had no replacement and had to order one, in part because Sprint has found it too expensive to just hand over replacement phones; c) in the meantime I'd be without a phone -- in other words, no cheap loaner to at least allow me phone service.

In the event, the manager gave me a refurb, but this experience has been a warning for me. Non-GSM phones don't have a SIM card, so when they bust I'm without phone and without phone service.

I love my Mogul and Sprint's EVDO works well for me, but in the final analysis my business survival depends on having a phone first and all the bells and whistles afterwards. I'm going to go to T-Mobile or AT&T (yes, yes, I know, I know!), so that if my fancy phone busts I can put my SIM card in my old Nokia and drop the fancy one off for repair.

Anyone else got caught like this and decided to migrate to a GSM provider?

Regards,
EJB

Coucher · #2 (**permalink**) 11-04-2008, 08:22 PM

Back in late June I had the screen fail on a Mogul which was about 2 months old. Took it in to a Sprint repair center and was told they'd have to order the LCD and it would take a few days to come in and I had to leave the phone with them. I laughed at them, asked for the manager's name, left. Called Sprint and filed a complaint against the store, then began calling around to other nearby Sprint stores just asking if they "had any Moguls in stock", not saying why I was asking. Found a store that did, went there, asked for the manager, and explained to him how my insurance covered replacement or repair, at no impact to the user (me) and that if they did not have the part to repair it, I expected a replacement phone. He went to the back, 10-15 minutes later came out with a brand new Mogul box, breaking the factory seal in front of me and called customer service right then and there and did the swap for me. Sometimes you have to be a little direct with Sprint, sometimes you have to be VERY direct with Sprint.

gator2k83 · #3 (**permalink**) 11-05-2008, 01:13 PM

NO its not as easy as a sim card swap with Sprint. But it is almost as easy if you have an old sprint phone that still works. Just log onto Sprint.com and click the online upgrade link under your account. You will be directed to a page that will ask for the new ESN enter it make a few mouse clicks and wala old phone works. Now you have something to use till your fancy phone gets fixed.

If you do it online with your account it does not cost you anything to activate the other phone or to switch back to the fancy phone once it works again.

ejbleendreeble · #4 (**permalink**) 11-05-2008, 05:35 PM

That's a new one on me, gator2k83. Thanks very much for the info.

Regards,
EJB

bsgjunkie · #5 (**permalink**) 11-05-2008, 06:24 PM

I've been stuck like that twice now through Sprint, but I've never sacked up and moved on. I can't justify giving up my SERO.

I've always been forced to take a refurb, and that simply been hell.. I have to head in there tomorrow and I'm not looking forward to a new mogul, with new problems.

**schettj** · #6 (**permalink**) 11-05-2008, 07:23 PM

Quote:

Originally Posted by ejbleendreeble

Anyone else got caught like this and decided to migrate to a GSM provider?

I have a small mountain of old sprint flip phones. Sprint will be happy to enable an old phone while you wait. If you are on CDMA chances are you too have a similar pile of phones, or will in just a couple years.

So not a big issue for me.

But I do have a GSM world phone on AT&T (Tilt) for work, and it is handy to be able to get a pay as you go local SIM over on the other side of the pond and just swap it in when you land.

The problem right now is the largest GSM provider (AT&T) is so overwhelmed with iPhones it currently sucks in any major metro area.

black2blue · #7 (**permalink**) 11-09-2008, 02:18 AM

I have had hell recently with my mogul in dealing with sprint. I got my mogul back in Aug i would say. Since then i took it back to the sprint store at least 6 times. Each time I had to wait at least a souple of days for them to replace it. Not to mention I use this phone for work. The first time i beleive my hard keys stopped working and could only use the touch screen. Ok cool no problem I have insurance they gave me a refurbished mogul. So i was ok with the first replacement. So then the refurbished one broke had to take it back to the store. They once again replaced it so i had to go through the same thing not being able to use my phone for a couple of days. I called customer service to see what they could do for me. They wanted me to sign a new contract since my contract was up and was going to provide me with the instinct. My thing is why would i sign another contract if this is the way they treat their customers now "horrible" and no type of help. All in all took the refurbished one back to the store and they gave me a new mogul out the box .....so i thought! A couple of days later the hard keys on that one stopped working. The next couple of moguls in which i lost count im not sure what happened to each. Spoke with the insurance company explaining to them how many moguls that i have been through and that I couldn't deal with another one and is there any possible way to get a different phone that would be equivalent to the mogul. After several times going back and forth with sprint and insurance they offered me the touch. The phone would be cool but i wanted my QWERTY keyboard and they said they couldnt offer me any other phone since they claim that the TOuch diamond was the upgrade to the mogul. Which i thought the touchpro would be the upgrade since it also had the QWERTY keyboard. Trying to figure out now who i could contact about this issue,this problem, fiel a complaint or something not that im sure it would make a differenc. If my other family members didnt have sprint i would have been left their sevice. I pay my bill on time been with them for a while and this is howthey treat their customers. THEY SUCK.........

ETphoneHOME · #8 (**permalink**) 11-09-2008, 03:25 AM

So I guess bricking my phone in hopes of getting it replaced with a Raphael is slim huh?

cardriver · #9 (**permalink**) 11-09-2008, 03:42 AM

replacements at sprint are getting harder to do. not to point fingers at anyone of us here but there are some people that just abuse the walk in replacement convenience. I dont think theyll be bumping people to touch pros for a while so i luckily keep a touch around just in case i run into issues with my mogul for a few days if they need time to get a replacement.