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-   HTC Touch Pro 2 (http://forum.ppcgeeks.com/forumdisplay.php?f=97)
-   -   Sprint now replacing Touch Pro w/ Touch Pro 2! (http://forum.ppcgeeks.com/showthread.php?t=89678)

cornelious2 10-09-2009 11:42 PM
Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 
Quote:
Originally Posted by subzero1313 (Post 1226628)
Yes they can. Liquid/Physical damage, cracked screen, charging port damaged. They instantly tell you to go through Asurion
then its not a warranty service...

dashiot 10-09-2009 11:44 PM
Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 
To chime in and back the OP, its all TRUE! I'm a Corporate Sprint Sales and Service Tech and we have the green light to exchange the TP for a New TP, Refurb/New TP2 as long as there is no signs of physical (liquid, cracks, fire) damage(depends on whats available for us to order). Its reported that the TP has a worst failure rate than the Gen 1 Instinct and Sprint rather get rid of the TP for the more stable TP2.

@ MrFett79 -Post 17-
Understandable that you are skeptical of this but heres a few points:
1. Sprints is making a big play into the Android game, ex. HTC Hero and Samsung Moment

2. With the now focused Customer Service and Retention drive, its not worth it to continue to tell a customer their 5th refurb TP should be ok and they should not experience anymore problems.

3. At this point due to the high failure rate, its cost Sprint more to pay me to replace the keyboard and screen than it does to just swap you into a new TP2. I can service 2-3 more customers and have their issue(s) addressed in that time.

4. If someone doesnt like the increase in size of the TP2, then giving them a brand new will 9 times out 10 keep them happy and Sprint can reduce the amount of new TP sitting in the warehouse collecting dust.

So YES, we are exchanging Brand New TP2's for TP's and best of all you dont have to come in hollering, cussing and acting crazy, just lets us know that you are having issues and thats really all it takes. I personally did 2 this evening myself, 1st one for being his 3rd TP and the 2nd one(i'm not even gonna lie), the woman was just BEAUTIFUL! Please understand that you may have to wait for it to come in but hey FREE Upgrade to TP2 is WELL worth it.

Hit the thanks if this helps any.

neopanther 10-09-2009 11:45 PM
Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 
This just keeps getting better doesn't it folks?

zillanilla 10-09-2009 11:53 PM
Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 
Quote:
Originally Posted by dashiot (Post 1226797)
To chime in and back the OP, its all TRUE! I'm a Corporate Sprint Sales and Service Tech and we have the green light to exchange the TP for a New TP, Refurb/New TP2 as long as there is no signs of physical (liquid, cracks, fire) damage(depends on whats available for us to order). Its reported that the TP has a worst failure rate than the Gen 1 Instinct and Sprint rather get rid of the TP for the more stable TP2.

@ MrFett79 -Post 17-
Understandable that you are skeptical of this but heres a few points:
1. Sprints is making a big play into the Android game, ex. HTC Hero and Samsung Moment

2. With the now focused Customer Service and Retention drive, its not worth it to continue to tell a customer their 5th refurb TP should be ok and they should not experience anymore problems.

3. At this point due to the high failure rate, its cost Sprint more to pay me to replace the keyboard and screen than it does to just swap you into a new TP2. I can service 2-3 more customers and have their issue(s) addressed in that time.

4. If someone doesnt like the increase in size of the TP2, then giving them a brand new will 9 times out 10 keep them happy and Sprint can reduce the amount of new TP sitting in the warehouse collecting dust.

So YES, we are exchanging Brand New TP2's for TP's and best of all you dont have to come in hollering, cussing and acting crazy, just lets us know that you are having issues and thats really all it takes. I personally did 2 this evening myself, 1st one for being his 3rd TP and the 2nd one(i'm not even gonna lie), the woman was just BEAUTIFUL! Please understand that you may have to wait for it to come in but hey FREE Upgrade to TP2 is WELL worth it.

Hit the thanks if this helps any.
Thanks for the depth of your overview. Quick Q: I initially had a new TP in January, and have been swapped out for numerous TP's since then. The tech at the store told me they're shipping me a refurb TP2. Should I have pushed for the new in box TP2 since my initial TP was new? Thanks in advance!

dashiot 10-10-2009 12:16 AM
Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 
Quote:
Originally Posted by zillanilla (Post 1226822)
Thanks for the depth of your overview. Quick Q: I initially had a new TP in January, and have been swapped out for numerous TP's since then. The tech at the store told me they're shipping me a refurb TP2. Should I have pushed for the new in box TP2 since my initial TP was new? Thanks in advance!
Zilla,
It mainly depends on whats on the list. Ok so a little more about the "list"

When we open an e-ticket (service ticket) on your handset/device, theres a button that we can hit that will give us a few select choices as an alternate to your device if we cannot fix it, replace it with one in stock or order it. Most of the time these selections are pretty close to what you have, ex. LG Rumor can get a Rumor 2 or Samsung Rant; Moto Q9c can get a Samsung ACE or HTC Snap 511. Just depends on whats available and if we have to order it. There is a numbered order to this process and like BEE976 said back in Post #25, we can get "dinged" (in trouble) for ordering out of order. At the start of my shift today the TP2 Recon (Status 4) was available for order. But by close this evening the TP2 NEW (Status 5) was the only thing available. So its was just kind of a hit/miss on when you took your phone in.

Hope this helps.

rafyrod 10-10-2009 12:26 AM
Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 
i bet, we going to see the tp2 out stock soon!

zillanilla 10-10-2009 01:23 AM
Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 
Quote:
Originally Posted by dashiot (Post 1226883)
Zilla,
It mainly depends on whats on the list. Ok so a little more about the "list"

When we open an e-ticket (service ticket) on your handset/device, theres a button that we can hit that will give us a few select choices as an alternate to your device if we cannot fix it, replace it with one in stock or order it. Most of the time these selections are pretty close to what you have, ex. LG Rumor can get a Rumor 2 or Samsung Rant; Moto Q9c can get a Samsung ACE or HTC Snap 511. Just depends on whats available and if we have to order it. There is a numbered order to this process and like BEE976 said back in Post #25, we can get "dinged" (in trouble) for ordering out of order. At the start of my shift today the TP2 Recon (Status 4) was available for order. But by close this evening the TP2 NEW (Status 5) was the only thing available. So its was just kind of a hit/miss on when you took your phone in.

Hope this helps.
Makes since. Sounds like I should have waited till Friday lol. Thanks again for clearing things up! I wish I would have been lucky enough to get a new in box, but from what I'm hearing I'm not missing a whole lot.

510jungleboy 10-10-2009 01:35 AM
Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 
I think they are pushing out the TP2, so they can have inventory for the DIAMOND 2 !!! Wishful thinking. :)

DES10E 10-10-2009 01:59 AM
Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 
I to just got a new TP2 after 5 TP's

leoiden 10-10-2009 02:03 AM
Re: Sprint now replacing Touch Pro w/ Touch Pro 2!
 
anyone here manage to have it replaced at the culver city sepulveda location in southern california?
i tried but they are very mean and defensive got acussed of unlocking it and voiding the contract after 2 hours of waiting for tech to repair error message on screen


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