Stuck on defective TP1, Sprint BSing me on upgrade!

[TripleAgent]

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?

[sircas]

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!!!!!!

[ruskiyab]

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

[antjones21]

Did u call regular customer service or retentions?

[obamaftw08]

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.

[isdnmatt]

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.

[Amill]

Originally Posted by isdnmatt

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.

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.

[boredandtattooed]

Originally Posted by Amill

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.

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

[Amill]

Originally Posted by boredandtattooed

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

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.

[eman]

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?