Is Sprint still giving out refur'ed MOGULs?

[platin465]

Which phone did you take? The Palm Treo?

Originally Posted by deddy777

I'm sure that is what you believe but that is just bs. As I went thru 5 between (around)Dec 21 and around Jan 15th. The first 2 had been unlocked and relocked WRONG (had the wrong bootloader showing even) and the phone could not be made to get on the internet (something in the phone was corrupted. I won't even go into the f##ed keyboards and screwed up lcds of the next ones. I finally got my 5th one and thought it would work until later this year, all the buttons and keybd worked and the bright white spot on the lcd could be lived with. However at the 5th person telling me they could no here me and I just asked them to fix this one, that I would even wait for them to ship it out and I would take anything as a loaner. They said sorry but the mic on the board was messed up and I would need another refurb. The rep looked in the computer and said they were out of them and what did I want a HTC Snap or a Palm Treo. I said I would wait for a Mogul. He said no dice so I took the Pro. I use it for business so it is better than nothing.

[platin465]

I had a great resolution from Sprint with replacing a Mogul that was suffering from keyboard problems, and wear & tear on the call/phone button. A++ to Sprint & their advance replacement guys. It's situations like this that make a company's customer service stand out above the rest.

Long of it:

I just went through replacing a Mogul and the first store said only option was HTC Snap. Two guys at advanced replacement said HTC Snap. I told the second that I would just call back to keep checking until Mogul was available, thanked him and hung up. Got a call back a few hours later from a higher up because he was told by the tech that I was going to be calling in to check on availability. The higher up guy said that he didn't want to make a customer have to do that and asked what he could do to help me out. I told him I just need a windows mobile professional phone that is fully functional, don't care if it's a refurb. He said he would check the various repair centers around me and call me back. He found one that said they could either fix mine or replace it with a touch pro, but that the touch pro probably wouldn't be available anymore unless I went in today before closing. I wasn't going to go due to prior commitments, but since I finished that early, I rushed to the sprint store. Handed them my phone, they replaced the housing. This is the keyboard and the whole top part that has the screen and hard keys. That, of course fixed the main problem, and should have fixed the sticky & the non-responsive keyboard keys. But, this keyboard had sticky & non-responsive keys as well. So the tech was going to order me another phone, but could only order an HTC Snap. I explained I need a WM pro phone, and she said she could check again in the morning (11am) when inventory system is refreshed. Would have been nice if the first store tech would have just done that! So, since the main reason I went in tonight was the promise that if it wasn't fixed that they'd change me over to a TP, I asked her to do that. She advised against changing to that phone as it's been problematic. I told her I'd like to give it a try. She checked with her manager (the guy who said it would be fixed or they'd give me a TP they had), and they went ahead and changed me over.

I used it briefly last night, seemed to work no quicker than the Mogul, and the screen isn't as responsive. But, it all works. It looked like new, but I don't think it was as it was in a little box and only came with battery and stylus.

Again, very, very happy with Sprint's resolution on this.

Change from Sprint? Not I.

[emo08a]

Cool, thanks! I just got a replacement mogul and it turns out it is new not a refurb. thanks.

[me32]

im ending up in the same boat im on my 2nd mogul an its messing up too. they tried fixing but couldnt. the said they they were out of moguls an could replace it with an HTC Snap. i played with it in the store its ok, but i like the touch better. they said they could order my snap an have it there this week, but have no idea when they could get another mogul to replace. so looks like ill be trying out a Snap.

[me32]

Originally Posted by deddy777

I'm sure that is what you believe but that is just bs. As I went thru 5 between (around)Dec 21 and around Jan 15th. The first 2 had been unlocked and relocked WRONG (had the wrong bootloader showing even) and the phone could not be made to get on the internet (something in the phone was corrupted. I won't even go into the f##ed keyboards and screwed up lcds of the next ones. I finally got my 5th one and thought it would work until later this year, all the buttons and keybd worked and the bright white spot on the lcd could be lived with. However at the 5th person telling me they could no here me and I just asked them to fix this one, that I would even wait for them to ship it out and I would take anything as a loaner. They said sorry but the mic on the board was messed up and I would need another refurb. The rep looked in the computer and said they were out of them and what did I want a HTC Snap or a Palm Treo. I said I would wait for a Mogul. He said no dice so I took the Pro. I use it for business so it is better than nothing.

i think i would rather have the treo pro over the Snap. at least you have a touch screen

[mikewest]

I am having issues with my Mogul, low volume, the wifi turns on by itself, and the internet button has fallen off. (It has been replaced several times for all the same reasons.)

The repair center tried to refer me to insurance. I am not paying 150 deductable for a repair...so I ended up with the Advance replacement team after several minutes of polite insistance that I will not file an insurance claim, and that I want my phone repaired.

The advance replacment team INSISTED the snap is a "comparable" model....

I disagree, and stood my ground, as:

1. the SNAP is not touch screen,
2. I can not take notes on the screen with the stylus (the snap does not HAVE a stylus.
3. A quick google search revealed that the biggest Snap complaint is the screen size. For me a large screen is a MUST on a PDA phone.
4. It does not have a fully functional slide-out keybored. (Important to me, I have clumsy fingers and lack good fine-motor skills.)

While the snap does have some simillar features, if the features that I need in my Mogul are not present, then it is NOT comparable.

I pushed the issue, yet did not get angry, shout, yell, or insist on a better phone. I pushed and insisted that they repair my mogul, or send me a refurbished HTC phone with a simillar screen and stylus to the mogul.

After several minutes of polite back-and-forth, I asked to speak to a supervisor....the supervisor, (who never came on the phone or spoke to me) decided to send me a NEW HTC Touch Pro 2, with next day delivery. I was instructed to keep the mogul as well.


Don't let Sprint push you into that HTC SNAP - (blackberry wannabe).

If I remember correctly the HTC Mogul was the flagship phone, which I paid $550 cash (credit card actually) for with NO discount, and NO rebate.

<<UPDATE>> It appears that they extended my contact without permission.....

[srensber]

It's going to depend what store you go to. I am a store tech for sprint and they only let me order one refurb 6800 per month but not many people need them anymore so most stores do still have a few and if they do that's what they'll give you. If they happen to not have any they'll give you a refurb touch pro not a new one we don't have new one's anymore. Also if you want a touch pro instead you're crazy, they're crap. I've been repairing and replacing these since they came out. If you get lucky to get one without hardware problems (bad keyboards/gps etc) at least either shut touchflo off forever or use a cooked rom. But your keyboard will go out I promise. You can press really hard on the space bar and get it working again for a while, then it will stop again. I swap out an average of 30-40 of these a month.... STILL! I just dealt with a customer the other day that had 9 touch pro's before I finally gave him a TP2, which I'm not supposed to do and no other Sprint locations will do that. They will give you a refurb 6800 if they have it and if not they will give you a refurb touch pro...and then another one, and another one, and another one.....if you even have insurance.

[the fish]

Originally Posted by mikewest

While the snap does have some simillar features, if the features that I need in my Mogul are not present, then it is NOT comparable.

I pushed the issue, yet did not get angry, shout, yell, or insist on a better phone. I pushed and insisted that they repair my mogul, or send me a refurbished HTC phone with a simillar screen and stylus to the mogul.

After several minutes of polite back-and-forth, I asked to speak to a supervisor....the supervisor, (who never came on the phone or spoke to me) decided to send me a NEW HTC Touch Pro 2, with next day delivery. I was instructed to keep the mogul as well.

I just called Advanced Tech Support and went through the same steps that mikewest mentions. When the supervisor got on the line, he said 'which phone do you want' - I was shocked. I was coy and said HTC WM phone with slide out keyboard. The response 'well there are a few of those - Touch Pro, Touch Pro2, etc.' I told the supervisor that the TP2 would suit me fine. They took my email and confirmed shipping address. I was told the order may not be accepted. Either an email would confirm shipping or a phone call would advise of the cancellation. Needless to say, I am holding my breath.

[lakers4life]

last week my mogul gave out got the red flashing light did not turn on any more.took it to a sprint repair center and was told that they dont have any more moguls and that there replacing it with htc snap arrive on tuesday i just grab it called customer service and told them that this not a comparible phone 1)no touch screen 2) screen size 3) no wifi 4) no key board and most of the apps on the mogul the htc snap would not installed.after 2 customer service 1 supervisor and about an hour with them they send me a brand new TP2 all they did gave the $150.00 upgrade discount and the rest they will take care of it ,got the phone on friday and still keep the htc snap i'll just give it to my daughter.i hope this help out by the way that was my 5th refurb mogul and was just waiting patiently for them to run out of moguls

[srensber]

The reason they're offering snaps at the store level is this...We have to go by an "approved exchange list" there are different categories according to what type of phone you have. For instance, a Samsung Instinct is in a category of it's own, they're not a smartphone but they're not as low level as a rant or rumor etc. So if you have an instinct you're only going to get another instinct (yes we still have a million refurb m800's but we can give you an s30 or even the instinct HD but there are no other options because that's what's on the list. So when I have a customer come in with a mogul that is unrepairable I have to look at this list and I can only give the customer what is in that category. Currently those devices include the snap (obviously), the samsung intrepid (basically a snap w a stylus & touch screen), the 6700 (Apache) believe it or not is also still on the list (and I have an immaculate refurb), and the touch pro (worst phone ever hardware-wise). The TP2 is NOT on the list and we were given strict orders to NOT upgrade mogul or touch pro users to the TP2. Only in extreme circumstances and with the approval of my district manager (who even had to get clearance from corporate) was I able to do this once for a guy that had been through 9 (yes nine) touch pro's. I own a mogul and if I were to need a replacement I would get either another mogul or if I could live without the slide out keyboard I would take the Intrepid (only handset with winmo 6.5 that sprint carries right now too). Just so you know, I (and all my co-workers) agree that a snap is not an equivalent handset but if the customer doesn't like the intrepid, doesn't want to downgrade, and won't accept a refurb, then I have no other options for them. We HAVE to go by this list and that's why they're giving out snaps, it's how corporate has it set up.

If anyone's reading this post, I am a technical service rep for Sprint (and an avid phone hacker ) so if there's ever anything I can help with as far as information or links or known issues and fixes or cab files or whatever, just give me a shout @ srensber/hotmail. I have been a leech on the forums for some time and need to start giving back. I can also look up your MSL/picture mail passwords/programming info (MDN) etc. if you need it. Just please everyone for my sake and all the other techs..BE NICE when you go in with a broken handset. If you are I will bend over backwards for you. It's the people that walk in and go "Yeah, my phones messing up so I just need to get it replaced" that drive me to levels of anger I rarely reach. What people don't realize is that over 90% of their issues can be repaired by resetting the device to factory defaults. I LOVE IT when they scream enough that I give them a brand new phone and it does the exact same thing their other one was doing! It's fun because it proves the device wasn't faulty to start with. It was just some stupid 3rd party app that they re-loaded on the new one or they jump out to "mixertones' or "fun4mobile" and grab free ringtones that are awesome because they corrupt your phones file system half the time...DON'T USE THESE WEBSITES FOR RINGTONES. I WILL NOT SWAP OUT YOUR PHONE IF IF SEE THESE IN YOUR BROWSER HISTORY!! Also even if you have insurance I am REQUIRED to do the factory reset to see if it corrects the issue before I can replace the handset. Also if you've gotten your phone wet i WILL find it. Most customers don't know that every single manufacturer puts tiny little strips of litmus paper on several locations (some easily seen under the battery or beneath the track ball if it's a blackberry), and some not easily seen such as on both sides of the mainboard inside. If the phone's been wet, the strips turn pink or red so I will find it. If I don't find it and swap out your phone, when I RMA the phone and send it back to sprint...they go through them and if they find liquid damage THEY WILL POST A CHARGE TO YOUR ACCOUNT sometimes weeks or even months after you've done the swap.If your phone is shutting off or re-booting on it's own and it's not a brand new phone, than 99.9999999% of the time it's gotten wet so you might as well not even bother taking it to the store and just call Asurion. Even if you have insurance, If I find ANY sign of physical damage or liquid damage I no longer have the option to swap your phone you have to go through insurance and have them send you one. So if you know it's been dropped or gotten wet don't bring it to the store expecting to get another one. It's a tough job as peoples phones are hands down the most personal devices they own now and they're supposed to be able to do so many things these days. I literally have people wanting me to give them a new phone because when they go to facebook they can't play "farmville". Seriously, it's a phone..does it make and receive phone calls? U getting your sms/mms? Then shut up or get a phone that has an ACTUAL BROWSER. Most of the cheaper symbian etc. phones are running some janky ass "polaris" browser that has absolutely no flash or java funtionality. Those browsers are really only good enough to maybe google something once in a while. Enjoy your TP2 they're nice but almost all new HTC devices this year are going to have "Snapdragon" 1Ghz cpu's which is twice as fast as the TP2 (which has the exact same cpu as the touch pro). So I'm personally waiting on the first HTC winmo device with the snapdragon chip rather than buy an oversized touch pro with a little more memory and the same suck-ass touchflo today plugin running on it. Seriously it looks really cool, I know, but if you aren't constantly killing apps, soft resetting, or pulling the battery regularly your phone will run like shit. If you do a lot of text messaging especially, touchflo can't handle it. I have a customer with a TP2 that is constantly giving him issues but he sends almost 3000 sms per month and never erased any (another thing that could fix a lot of problems yet people never do). So feel free to throw me any questions and I will be glad to help but don't ask me to look at billing issues, I'm a tech and don't have the ability to access that and make changes. Also if you wish Sprint had better customer service over the phone? We do, it's just not widely know. We have regular customer service (dialing *2) then we have a level II tech support team that is provided as a resource for us technicians when we can't resolve the issue. I've learned a LOT from these people and they're blackberry and windows mobile and palm certified. It's a number that's mostly for techs but it's available to the public too, sprint just doesn't give this number out, you can only get transferred to them through the regular cust. service number. Anyway it's 1-877-809-6696, rarely do I get someone that's not extremely knowledgeable but it happens once in a rare, rare, while, 99% of these people are sharp..trust me.