Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 

No luck for me. Went to the Sprint Store Ready Now location in Sunnyvale, CA (around San Jose / San Francisco area for those not familiar) because my Touch Pro no longer turns on. First D-pad starts acting wonky, then keyboard doesn't work, then the phone just turned into a brick. This would be my 6th replacement TP. They sent it to their techs, they couldn't figure out what's wrong with it after an hour of wait, and they ordered me a replacement TP.

I asked if they could just give me a totally different phone and they said:

1. They can only offer me a Fuze. They have a list of phone models that they must adhere to for replacements, and the TP2 is NOT on that list.

2. They showed me the screen where the TP2 shows as not in stock. They cannot place backorders.

3. The manager said that he'd love to give me a new TP2, but he simple can't. He said I should go call Sprint Customer Support because Sprint CS is the only place that's authorized to give me a different phone.

4. While calling Sprint I got transferred to Asurion. They said they can only replace my phone with one of the same model, and to get a different model I need to go through Sprint.

So what number do I call for Sprint?

Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 

I had the best luck going to tech support and then when they say no ask to be transferred to retention department. He called a store and got them to swap my tp to tp2.

Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 

Do you know what the number is for tech support? I don't know what's what anymore in Sprint's cluster**** of departments...

And I don't really want to go to retentions. I mean, I want an honest upgrade. I don't want to threaten to cancel service because I really do love my SERO. Great rate, great coverage, great features. I'd hate to threaten to cancel and then get called on it because there really isn't anything better than SERO.

Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 

8882114727x4x0

I never threatened to cancel, just told them how pissed off I was and they were more than happy to help out.

Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 

Regarding my dieing TP,
This is just what I was told here in MASS from calling several corporate stores with repair centers. Yes it is true that they have no refurbished TP2s and cannot back-order but all of the Technicians got an email update telling them if the customer wants a TP2 and there is no refurbished available, that they need to order a NIB one and swap it out. This email was just a couple of days old. the Tech read it right off his email to me. The other stores seem not to be paying attention as all of the Techs got this email from the powers that be directing them to order NIB if the customer wants the TP2. I am not going to that store where they seem to read their emails :) Good Luck.

Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 

Couple days old... Hopefully my store read it. I went in last Saturday and they said they would work on getting one for me. Fast-forward to now, I have yet to hear from them. The store manager should be calling me tomorrow so we'll see what they do.

Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 

Good luck, I think some are more on top of this than others :(

Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 

Just got off the phone with tech support. No go. He said that it is impossible to replace a TP with a TP2. The only thing that I could do through Tech Support is an Advanced Exchange, which means if another TP is not in stock, I will randomly get another "equivalent" phone - Blackberry Curve or Palm Pro. TP2 is not an option, and selecting which phone you want is also not an option. They never received an email stating that if a customer with a bad TP wants a replacement TP2, and if they don't have a refurb in stock, that they are required to get a brand new one.

Escalating to Retention. Just got transferred to a Retention Manager. *sigh* Wish me luck, but I don't think this is going to work because I'm not exactly great at talking :(

Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 

Just got off the phone with retentions manager (no go). It's now called Account Services BTW.

He said there was no way for him to give me a replacement and that the power to do that is solely at the discretion of the repair technician at the Sprint Store. Sprint Corporate Store technicians have the power on a case by case basis to replace the phone with something else, but they may still have to follow their "allowed replacement" sheet. And this is assuming that the technician actually KNOWS that they can do this. My technician today didn't and said his hands were tied in regards to getting a different phone.

He said that retentions had NO authority to give customers different phones. The only two options are:

1. Accelerating the upgrade eligibility by a little bit.
2. Giving you a store credit for recycling your old phone ($83 for the TP, whoopdedoo)

Furthermore, he said that he's AWARE of people trying to get TP2s to replace TPs, and said that it was misinformation spread by a blogger trying to screw with us. They are actually not allowed to do that.

Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 

I got my TP replaced on thursday with a NIB TP2...it has been like 5 TPs....they offered me a new bb and a palm pro, then when i said I wanted a TP2..the store manager went to the back...came back and gave me a TP to get me by til my TP2 came in....got a call friday afternoon :)...if u have issues just ask for the store manager....not a shift lead...the STORE MANAGER....worked for me