no more advance replacement

[Boo Boo]

looks like sprints stopped letting people self repair. now we have to go to the store and deal with the techs who don't want to help and replace the defective units

[drewcam888]

here already http://forum.ppcgeeks.com/showthread.php?t=101204h

[staticchmbr]

i try to help people, but SPRINT gives us a limit as to how many exchanges we can do a month. when people come in to abuse the system, and make up stories about how their phone is "broken", it ruins it for people that actually do have a problem. alot of times, people want exchanges because they have a scratch on their new expensive phone. if there is a noticeable issue, there should be no reason why it doesnt get fixed or exchanged.

plus, customer service doesnt help the stores one bit. they like to give out false information to customers just to get them off of the phone. they say things like "go to the store, and they can switch you out right away no matter what for free." or they say " go to the store, and they will switch you to a different model with no problems." unfortunately, as an indirect service center, we can't do this. if they notate the account, you can go into a CORPORATE location, and sometimes they can help you with it. on top of that nonsense, sprint has closed 60-70% of the corporate locations nationwide.

sure a lot of the techs are jerks about stuff, and im sorry about that, but a lot of it is from issues i have already stated. we have sprint constantly breathing down our necks, threatening to close down the store because we have too many exchanges. then to top it off, they have the refurbishing depot go over the returned phones, and if they dont find an issue that meets their standards, they yell at us.

[drewcam888]

Always record your calls with carriers so you can have evidence of their promises.

[staticchmbr]

Originally Posted by drewcam888

Always record your calls with carriers so you can have evidence of their promises.

this helps to a point...

stores still cant fulfill the promises that customer service makes most of the time. a recorded message might get you somewhere over the phone with account services, but in-store, we are limited. if we pull a phone off the shelf for someone, it comes out of our own paycheck. sprint doesnt have a way to reimburse indirect locations for the cost of the phone.

[drewcam888]

That is one advantage of Verizon. Smartphones are not troubleshot in store, only on the phone. So they can't tell you to take it to the store.