Stuck on defective TP1, Sprint BSing me on upgrade!
 

Called "Account Services" yesterday to try to get a credit for me and the fiance (on our 5th and 4th TP1, respectively) to offset the costs of buying TP2s, and to ask if I could get my upgrade credit a month early so I wouldn't have to wait with this broken phone. Got nowhere. The "manager", Antionette, had the heart to tell me to take a Treo or whatever I was offered! I was upset, but kept my cool and was polite. I was seething at the suggestion. She informed me that they've "given so much", corporate won't allow them to give any credits. I told her I would have to think whether I was staying or not. Brick wall. I'm a "Premier" customer of 7 years, 3 lines, non-SERO, (200/mo bill). I hung up and almost blew a gasket. They are nonchalant about an obvious badly manufactured device THEY approved and put out. With TP2 being telesales only, all us TP1 users who have gone through refurb/replacement hell are out in the cold. My new refurb of 2 weeks is already showing signs of a slow death...I know people in the stores that could help me out, looks like Sprint is going for the pure money grab this time around. Moreso, I am really appalled at the attitude they have that it's cool to have such a POS phone and to stick customers...I would leave if there were a better deal in town, but my job ended their corporate Verizon contract and just gives a stipend to employees. I'd pay money to trap Hesse in a room one on one and hear him try to corporate-speak his way out of this and other questions I'd have.

Any suggestions or words of wisdom from anyone with more experience dealing with these people?

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

Maybe you are the problem! Most people have not had their phone replaced so many times. If any thing, sprint may want to charge you more for the TP2 because of the trouble. Sprint just thinks you want the new model. If you want the TP2 anny-up the funds like everyone else!!!!!!

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

Screw it, sprint should just give out the TP2 for free to everyone! You should feel lucky that Sprint even let you replace your TP 5 times through them, alot of other providers wouldnt do that

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

Did u call regular customer service or retentions?

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

https://indirect3.sprint.com/apps/ad...&FROM_SPRINT=Y

get yourself a new brand new one and sell it off for like $250 on craigslist.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

First off, you're lucky that they replaced the phone 5 times already as mentioned. Some carriers would certainly tell you to take it up with HTC after the 1st month. I'm starting to lean toward you and your g/f being the problem, not the phone. I went through 3 6700 and 6800, but I'm on my first TP.

Also, they are not obligated to GIVE you any kind of credit. And if they do offer to move you into another device, it'll have to be in the same TIER (ie Treo, Blackberry, as rep. mentioned). And if they have devices in the same tier available, they definitely won't give you cash on your account.

I've had my phone upgraded/replaced twice now. First from the 6700 to the 6800, then about 8 months ago from the 6800 to the TP. All times for free, but I did learn something.

Never tell the rep what phone you want to be swapped for, work around it so that they offer it to you. Keep saying features that you know what they're offering doesn't have. So they would offer me a Diamond and I would say I really need a slide out keyboard like my current phone, etc.

Never try to get this upgrade within 1-2 months of a phone's release. The reps know you want the latest greatest and will avoid giving it to you. It's also not the best business practice since they don't even have any refurbs to send, just new retail boxes.

Lastly, if you truly feel that you are STUCK, get the refurbished replacement and sell it on ebay or craigslist as suggested. I don't know what number you had in mind for a credit, but I think you would get more this way anyway.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

I dunno
I've had almost 9 vzw touch pros...13 moguls, 4 xv6700s, 5 samsung i730s
that isn't to say I expect to get a touch pro 2 when vzw releases them but rather to have it offered to me.

Its not uncommon that users get lemons (heck they're factory refurbs! anything can and has happened) heck if we do a little bit of counting after my refurbs, you'd see that spans almost 30 devices...

Do I find it interesting that the person is trying to get a new one? Heck yes I'd be doing the same thing why? I WENT THROUGH 9! And after a certain number you are entitled to a new device especially within the first month (at least on vzw)

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

I never quite understood how you can have soooooooooo many replacements either. Me and my wife both have a touch pro (well, now just her since my Tp2 is on the way), and we've never had any issues that needed them to be replaced.

I bought mine in fall of 2008 and her's in December.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

surprisingly when I had a sprint touch pro I went 6 months without error...then the vzw kicked it off the system...
I cried got a touch pro weeks later and then it began
sluggish OS (even after rom update), keyboard errors (2), build quality (4 had gaps in the bottom of the screen and debris of course got into them)
and the last 2 were when I was first starting out (ala the vzw bump)

that's 9 and my refurb just came and I am stuck at a grimace

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

@antjones21 - CS, the retentions

@Noir - Basically, I think it's a given at this stage the TP1 is badly built.

@ Everyone with smart-*** replies or implying that we messed up our phones - I am almost anal about caring for my electronics. I don't drop them, NEVER get them wet, and almost baby them. All of these phones save one were in the exact same physical condition I got them in. It was keyboards and overheating on all of them. One also wouldn't go back to portrait when you closed the phone. I didn't ask for anything free, and was not rude. I asked politely that Sprint soften the blow a bit since the TP1 is clearly unreliable on a manufacturing level. If you got one that has lasted you, good for you. IDK how you did it, but I am not lucky. I work IT, she is an admin. assistant, we text a ton, we type all the time. Why should we be penalized that they designed a keyboard that can't be used extensively? I need all the connectivity and features, and have large hands, so a Treo is a non-option. The fiance just likes it and we paid last year and have had nothing but problems no matter how hard we babied the damn things.

Oh, sircas, I did, I just ordered one. I got a 100 dollar credit. Not at all what I feel I deserved, but whatever. I intentionally didn't resign, I'll go OOC then either A. Sprint will accomodate me, B. I will leave then re-join under SERO and get my money back that way, or C. I will go somewhere else if I can get a better deal.

I'm not a con artist, I am just pissed that Sprint is taking no responsibility in a faulty product. I've had every top of the line Windows phone since the Hitachi G1000, and that monster was more reliable and sturdy.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

seriously triple agent i think you are the problem. If they could pull up a graph and compare you with the average Sprint TP user they'd probably see a lot more returns then the average customer. I think most stores have ways of tracking people that constantly return things and at some point they just shut them down they put a drain on hte companies resources it does cost them money everytime you return a unit to them (if not assurion covered).

Considering the Tp2 isnt even released yet and your "blowing a gasket" over not getting one for breaking your Tp 5 times i would think Sprint wouldnt mind losing you as a customer.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

with all these guys i hear complaining about having to exchange their phone 20 times, it makes me wonder what these guys are doing with their phone. not to say things don't go wrong, but knock on wood, i still have my original touch pro since the day i got it @ bb the first day it was released. no protective case, no screen protection, just the original belt holster/pouch, and there are no scratches, or physical damage. a few keys on the keyboard stop working the other day. i brought it to a sprint store, and they replaced the keyboard. other than that, my tp1 has been rock solid. come to think of it, i still have my mogul.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

You're entitled to your opinion, but I disagree. I have never given Sprint a problem, but they turned a blind eye the one time I got hosed. 3 lines, non-sero. Not a huge corporate account, but for all that "we care" and "premier" and "loyal customer" BS they sling, you'd think they would would take responsibility...like I said, I got 100 off, so that's better than nothing. I am dropping the issue, but I am not buying a day 1 Sprint phone anymore, learned my lesson. Thankfully, Telus and T-Mobile users have beta tested this phone and it looks legit.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

I wouldn't have the patience to swap out a phone that many times. I would be looking for a phone that met my needs.

User experience will vary of course, as it did with you, versus me.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

Can't speak to Sprint, dumped them years ago because of poor coverage and worse customer service.

I have owned a Verizon Mogul since it came out and a TP since it was released. NO problems with either, both look new. The are used constantly, perform flawlessly, have custom ROM's and other tweaks.

Can't wait, but will gladly, for my TP2.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

dude, calm down already! for real.. Sprint OWES you NOTHING!!!

first, if youd of done your research, youd of known the TP1 has flaws, yet you bought it anyways... so dont complain when it messes up on you..

second, Tp1s have issues for SOME PEOPLE, tons of people on here have had no problems what-so-ever

third, you said "overheating" was one of the issues.. easily a searchable problem that you couldve known about.. and since your a PPCG member you knew all to well that a new TP1 wasnt gonna fix that problem.. yet u chose to have a replacement of the same model..

its ALL you man... You chose the TP originally and couldve seen its not perfect.. You chose to have it replaced with the same, as u say it, design flaws...

why is it anyone else fault that YOU didnt research your big purchase before you bought it.... sell it on ebay or craigslist and let it be someone elses probs...

and if its SUCH A PROBLEM LADEN DEVICE, then why are you still allowing your fiance to use this pathetic excuse for a handset, or so u make it sound

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

damn right sprint owes him nothing i've had my TP since launch and put it through hell and still have it running with custom rom and everything.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

Quickly chiming in, sorry if this has been covered, but they ARE required to offer a discount; its the only reason they have not been busted by the FTC - they(all wireless providers) claim that high discounts on phones entitle them to ETF's and as yet, they've won all court challenges.

So, in a nut shell, we're getting screwed on both sides of the issue.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

what did you expect toget for responses from your posting?

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

ALL the carries LOST in court over EFTs, awhile ago... takes 3 or 6months of service though for it to start coming down the 10bucks a month or whatever it is..... i still think ETFs bottom out at 50bucks though... i dont think its charge free still, you just get prorated ETF charge now based on how close u are to the contract end date

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

All I know is after reading this thread the OP has made me thankful that I am no longer in retail and I don't have to worry about taking care of people who feel they are "entitled" to more than they are..
Speed...

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

agreed... whoever said "the customer is always right" never worked in customer relations in any way lol...

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

Absolutely - but there is only one reason ETFs/contracts still exist: subsidized equipment.

Try to buy a touch pro 2 with cash and no commitment next week and you'll be told, in no uncertain terms, to take a leap; Sprint sells new phones at a huge loss, usually as high as 50%. The judgements were essentially a slap on the wrist for being too greedy.

The moral of the story is that as long as there have been cell phones, the standard business model has been to sell them for pennies on the dollar due to their astronomical prices and make the money back with monthly charges. Time was, a cell phone would set you back thousands instead of hundreds. Initial buy-ins and charges are still prohibitively high, but not anything like what it used to be, hence ETFs remain.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

I saw this one coming when I read the thread subject. It's one of those times when you wished you didn't say out loud what you were really thinking.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

Is there truly a perfect phone? Everyone time a new phone comes out all the complaints start coming about what they currently have. The TP was perfect for so many people, that is until the TP2 comes out. And the cricle will keep going. I am sure the TP2 will start sucking as soon as we here the TP3 being released.

Why don't people do this with TV's and video games? Like when PS3 came out, why didn't everyone with playstation 2's complain they deserve a PS for free?

OP should have just been honest. Said he has a TP and doesn't want to spend the money for a TP2. Anybody with an idea of what can be done.....

I have Diamond right now. The edge of the screen on them does not pick up your touch at all. It is terrible. Should Sprint upgrade every Diamond owner with a TP2? At least your refurb should fix whatever problem you have....Us Diamond users have no hope for that fix. The screen sensitivity on the ends suck! So who deserves the free upgrades?

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

I will say I won't try to get a new device but I can see the rationale especially if it is a short amount of time...it does depend on the carrier here...

I know its a new thing for verizon to not give new devices but factory refurbs especially if one device has plenty of issues. In fact on two occasions, the verizon rep even asked are you sure you want that device (referring to blackberry storm and touch pro)...

One thing I have to say about verizon, they are cognizant of the variety of issues with the touch pro. I dunno if I can say the same concerning the sprint side; but verizon is well aware. And I just want to clarify that I have no issue paying for a touch pro 2 (heck got a touch pro here days after it was released on sprint). I can only speak for myself but unless its the only circumstance and the "new" phone has been out a few months, then I'd question verizon to sending me the new device.

Truth of it all is right now I am at the point that I can get any device as long as it is refurbished...while it sucks becuase it can have issues, its a sweet deal...

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

If you have insurance and theres something wrong with the phone theres no reason why you shouldn't get it exchanged, exchange it as much times as you want. Thats what you pay insurance for, no?

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

This thread is great. I love people like this. I deserve this or that. Have you EVER called your cable company because you're having problems with your TV?? They offer a service, you get the product, and if there's a problem, you call the manufacturer of the product, not the service. Comcast (or whoever your cable/satellite provider) doesn't give a rats --- about your tv being broke for six weeks. What would they say? ---- you, pay me. You don't like it? Get a new provider. Plain and simple. When it comes to phones, why would you think that Verizon, Sprint, At&t, etc etc should HAVE to help you when your equipment that you purchased (and you ever so evenhandedly took discounts for) has an issue? They're playing middle man so you won't be without one for six weeks dealing directly with the manufacturer of the phone (who incidentally, honestly doesn't care that you're paying for service that you can't use) but you complain when you can't get another model. Try pulling that on HTC. Get a person on the phone at HTC, and see exactly what they tell you. You're one of the types of people who get something, then they think they DESERVE more. What you deserve is what you pay for, take it, be happy, and stfu. Honestly, then you get on here just to vent, without contributing ANYTHING good to the rest of the forum. No tips or tricks, no kitchen goodies, no solutions of any kind, you're always just trying to get more because you think you feel entitled. Welcome to the world of pay to play, otherwise, get out.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

Do you even have car insurance? Rack up 20 cracked windshield claims in six months and then come back and read us the letter they send you...

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

Ha! love it. Same would go if you had full coverage and kept hitting things.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

but the aguments you are using can't be applied to cell phones at all considering there are a lot of third variables within the scenarios you have compared

therefore instead of comparing it to a cable company (for example) why not keep it on cell phones? Because when you do, every contract to my knowledge argues that if the device is exchanged for a certain amount of time (45 days with verizon, 30 I believe with sprint), you are entitled to get a device of comparable value...

That's the rule at least at verizon...I can't say the same for sprint. But if I spent 299 for a device that broke, and refurbs broke, I would expect a device comparable. Now that isn't to say I wouldn't mind paying extra to get a brand new device (heck that is what I have done), but getting it for free and new? That's over for vzw - for sprint who knows...

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

Thats is all fine and dandy, but who says that the TP2 will be any better? No one on Sprint even has the device yet. It might be worse then the first TP. Come on, bottom line, it is a way to get a new released phone without paying for it. I have had my Diamond since the day it was released and have not had one issue due to the actual device. It is always something related to the software. I aslo have a friend who has had TP for a year now and has not had a single issue either. I can also assure you down the line though we will here people saying that they have returned they TP2 5-10 times also. There will never be a device out there that will please everyone and not see a return. I am pretty sure a lot of so called defects are also caused by the user......

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

I bought it day one, and Sprint got it first. The GSM version on xda were not giving people those amounts of problems. The original worked well until, surprise, surprise, the keyboard went out a few months in. Way too late for a return, so I ended up in refurb hell. The fiance chose to keep the phone, she doesn't feel like paying 500 USD for another phone like I JUST DID YESTERDAY. Telus and T-Mobile users have tested the phone for me, as I said before. I WILL sell my TP1, that's what I always do. My whole point was that Sprint is passing the buck on a lemon-esque product. I am happy you got your little chance in the spotlight to try and flame, but you just sound like a douchebag. Next.

I've used JD and MightyROM since the SPL came out. Doesn't solve the ribbon cable to the keyboard coming out whenever it feels like it. Congrats on your good fortune. Knock on wood it doesn't break like SO MANY OTHER's have. The techs at my Sprint store don't even bother looking at these anymore, the just order a replacement, they're so sick of these things failing.

As mentioned, if you would have read, I ponied up anyway. I got 100 USD off. I was honest. Reading comprehension FTW...

Bad analogy, but while we're here, Comcast didn't sell me a faulty TV, but when my service goes out, or my DVR breaks, they....wait for it....GIVE ME A SERVICE CREDIT OR REPLACE THEIR BAD EQUIPMENT. Try again...

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

for one thing I never said better or worse I said comparable (and with verizon its refurb to refurb even if the device branch moves to different families like wm to blackberry but the ability to go back to wm if that device has issues)

secondly, just because YOUR (operative word here) device has no issues, doesn't mean that others with devices of your brand won't have issue. I can't say much about the sprint diamond, but I do know the first batch of pros had some great build quality to which I wish I still had. Sturdy as a rock with chrome chipping and overheating!

Third, regarding the tp2 being returned - it could be a variety of reasons why that is happening. It could be build quality (htc has horrible build quality to some devices) and frankly if I received a device that is retail 599 and falls apart within 30 days, I'd want an exchange, and so would you.

Fourth, yes I do complain when I get around this time. Second year in a row that I have a htc device and guess what? Build quality of refurbs/new units/out of box problems are so bad after a bit, it becomes a burden to use. Heck I was offered a HTC diamond a week before it launched on vzw and I turned it down! What does that say?

Look all I am saying is this

yes are people going to exploit this hole? Yes. But then for legitimate people with legitimate concerns of their devices to switch for a comparable device on the provider's lineup I have no issue with and its within their contract to do so...at least verizon and t mobile and even to a lesser extent ATT...I have no knowledge about sprint so that I will admit I have no idea about.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

You RENT your cell phone from Sprint? I've never heard of that before...

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

Man come on, its a WELL KNOWN WIDE issue that the TP was a crappily (I know its not a real word) put together phone. There are plenty of people that have gone through multiple TP's... one of which being my supervisor. And guess what company I work for? It is what it is I call it like I see it. This is one reason im not jumping at the TP2 right now because I fully expect to see the same issues with it before long.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

Yeah I mean the device has issues. I've had to get several replacements myself, but... there's the big but there... TEP wasn't meant to be an upgrade program. Has it effectively worked us such for some of us at times when our devices were no longer available? Sure, but I can honestly say there are Touch Pros out there that don't have problems. That being said, why would Sprint be obligated to provide an upgrade when there are Touch Pros out there that do work as they are supposed to? I mean, it's one thing to be upset, but you have to draw the line somewhere. Just because the device had problems after 30 days doesn't mean it should be replaced. Either way, my point is this: TEP wasn't meant to be an upgrade program, so just go with the system, and eventually you'll get a device that works for you. After all, if I remember right, that is what you wanted, yes?

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

I see your point, and if it was only one or even two replacements Id say he had no argument either. But if i'm on 3 or more then obviously there's something you need to do to address this issue. This phone costs WAY too much to have to deal with ineffecient handsets when you're a PAYING customer. People dont seem to understand that and CS is the main reason a lot of people are still leaving. Yes, they will take a loss if they upgrade you to the new phone... but in the long run they stand to lose even more considering it isnt an exclusive phone and you can just go get it from somewhere else.

Now I wont complain for myself because my plan and phone are free... but I can understand where he's coming from because issues like this are the exact thing that made me leave T-Mobile. When you invest this type of money in something you dont expect to have to continuously send it in for repair.. and then accept USED devices that are already not 100% functional. Think about it, if you bought a plasma screen and it was on warranty and you took it back and they say... well we wont gigve you a new one but we'll give you this one that someone else dropped on the floor and cracked. Essentially thats what they do... but again it is what it is. Personally I wont be switching phones for a while.

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

[QUOTE=Noir;1139753]
Third, regarding the tp2 being returned - it could be a variety of reasons why that is happening. It could be build quality (htc has horrible build quality to some devices) and frankly if I received a device that is retail 599 and falls apart within 30 days, I'd want an exchange, and so would you.
QUOTE]

And within 30 days you are aloud to return the device. This is where your trial time comes in. Should you be aloud to return the device ever time an upgraded model comes out? I sure wish I could but unfortunetly that isn't the way it works.

I think the title of this thread and what the OP expects is what got the reaction it did. Sprint doesn't owe you an ugrade to a new device the day it released. If you can convince them they do then it is more of a courtesy on their part and something to be thankful for.

I am totally for trying to get upgraded if you can, but if it fails, you need to have the, oh well I tried attitude. Unfortunetly there are to many people who try and pull the I have problems and I need the newest device out to make it better.

Maybe you learned your lesson of buying a device when it is first released and not waiting for reviews, although it seems like you didn't learn a thing as you just purchased a TP2. Just because it was released on other carriers does not mean Sprint's version will run the same......It's a risk you take when you want something before everyone else......

Anyway, good luck with your new device, hopefully it treats you better then your TP. It's all good here, we have all tried to get one over on someone and have gotten pissed off about it when it doesn't go your way even though the other party wasn't really in the wrong....

Re: Stuck on defective TP1, Sprint BSing me on upgrade!
 

Interestingly enough, there's a clause in the insurance... If you have 3 or more claims or replacements in a rolling 12 month period, you will have your insurance cancelled. Think I'm making it up because you've personally never seen it? Visit asurions site, and then have a look at the self service site on sprint. Read it for yourself, don't take my word for it. It's like that so people like you, who actively abuse the consideration shown, can quietly go hide and ---- yourself with this replacement business. Honestly, the odds of having a phone break down that many times on one person? Maybe you should just go back to writing letters and see if you have better luck with pencils. We all know you just want a different device, there's no shame in that, just pony up the dollars it takes to make it happen, not finding a loophole to crawl in and chew your way out like some grub.