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

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

Can anyone in Vegas recommend a specific store to visit for this? There a number of repair stores around me and it would take more than a day to go to all of them to try getting a replacement.

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

hello,a bit of back history.i bought my tp in may have got it replaced in late august keyboard stared going out in mid sept.works now and then.fed up i went out and bought a tp2.now i see everyone getting replacements.and lets face it where qre you gonna sell a tp1 when it is majorly known to have issues so because htc im out more money with a brick for a tp1..i was planning on reactivating my tp1 then getting it replaced.
does anyone know the insurance policies on this and or how i would go about doing this?im not trying to rip sprint off.a phone is an investment and i feel as if i lost money for their faulty product and just wanna get what i paid for in the beginning.thank you

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

if you've already bought a tp2, just sell your tp1. i don't think you're going to get a replacement/upgrade. besides, with 10,000 people doing this, sprint has caught on. why these things aren't discussed via pm instead of out in the open i'll never know.

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

I just got a new TP2 from a store. I talked to the cus. service on the phone because my phone was starting to act screwy again. I told them that this was my third or fourth TP (which, they knew) that I had to deal with going on in the past few months. The rep. talked to someone and said I had 5 phones I could exchange to. One of them being the TP2. She said, however, that I needed to visit a store to have it verified.
Long story short, I went to the store and the store manager was ordering me up a replacement and I asked if I could exchange. The manager said "Do you read reviews on sites like CNet?" "Sometimes" I replied.
"Would you like a TP2 instead of this phone?"

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

10/19/09 at 11am, I just got my NIB TP2 at one of my Boston Mass Area Sprint Corporate/Repair/Store. The manager was well aware this situation and said that they all have been briefed as of this past Friday. They sent him a couple NIB Touch Pro 2's to use as needed to replace the TP1's as they will not be having the TP'2s for sale at the store (at least for a while or not at all). The word is out there, so don't give up if you have a dieing TP1, because I just called around and out of three Corporate Repair/Stores, two of them were willing to replace it with the NIB Touch Pro 2. I would have been fine with a refurbished unit, but its nice to get the accessories/box that come with the new TP2.

Thanks to everyone for the information and updates!

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

verified... just talked to a store manager in my area, and he said that most of the corporate stores will be getting a handful of NIB TP2's for replacement purposes only and won't be selling them. he said they just got a big shipment in, so hopefully i'll get mine today.

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

Ok, talked to a couple store managers in the San Jose, CA area. The TP2 *IS* on the list of approved phones to replace the TP. The only problem is that they have no way of ordering it. No stock of reconditioned phones, and they can't just go out and place an order for a new one.

One store manager said they just got an email from Corporate that told the managers to replace TPs with entirely different phones if the customer asks - Curve, Tour, Snap, Palm Pro, TP2. TP2 is totally out of stock, they have no idea when it'll be in stock (one manager quoted me 2-3 months), but they have no problem with me calling back periodically to check on stock, even after I've already received my 6th replacement Touch Pro.

However, they are well aware that people with TPs are all trying to get TP2s.

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

That is an email i wish someone would post...

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

^ Second. If anyone has access to that memo, please PM it to me.

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

Got mine new in box today! Shibbbby!

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

Went to two Sprint stores / repair centers today. At the first one, they kept telling me that they'd have to charge me the $100 deductible since all I have on my plan is the "$4.00 a month Equipment Insurance Premium". Then I told them that others have been able to go into a store and just get the phone replaced. The agent then took my phone, went to the back and came out with another TP. She handed it to me and said, "We'll make a one time exception for you today".

I took the TP and looked at it. It was working, but physically / cosmetically it looked like it had been through a war and the slider mechanism is rough / doesn't slide evenly. The screen also has a delayed response (even after hard resetting the device). So I took this dilapidated TP and walked out of the store in d isgust.

Drove to another repair center and explained what just happened. The manager at this store said that the previous store should never have let a customer walk out with a phone in the condition this replacement TP is in, but then he said he couldn't help me since the phone came from another store. He added a note to my account though saying that the phone is in a junked condition and should have been discarded.

Not sure what to do now. I've called CS and retentions before and no one is budging.

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

Can you go back to the store and get the other one back. If so I would then go to the other repair store and see what they can do. That sux man hope you get it figured out

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

Unfortunately that first store I went to is on the other side of town and I won't be able to go back there until next week.

This makes me so angry. I feel like leaving Sprint, but my plan has got a hold on me.

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

You should call that store and talk to the manager. If he can look at the notes from the other store he will see they messed up big time. Other than that, if possible go to that store and get that phone back before they send them to sprint.

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

dude just do an advance exchange on that phone

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

enter a zippy that's in alaska to get over the first screen that sends you to a local repair center.

should have a phone in two-three days probably on Thursday/Friday if you submit tonight.

I know you could activate the phone online but call to activate it and ask the rep to add the
$7 insurance to it since it's a phone from the exchange program...

all though I think $4 insurance covers exchanges; the $3 more is to cover lost phone or water-damage claims for assurion minus $100 deductible. With the $7.00 the tech at your store won't have excuses when the replacement phone starts to act up.

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

personally the tmobile variant using the wmdeals code is sounding better and better... I think the cdma variants of these phones are more of an afterthought than anything. are any att fuze / euro TP users having any issues similar to this?

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

You never got your replacement yet from the store on Dillingham?

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

Nope... the manager never called me back and they never answer their phone during the day. Really sucks for people like us who have legit problems.

Did you manage to get a replacement?

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

Settle down with the duplicate posts, I've seen this same post in at least 4 threads already.

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

just for an update, the store manager at the local sprint service center told me he ordered a tp2 for me on saturday and that it would be here today around 2. I got there around 530 and walked out the door around 550 with my brand new tp2 in hand. this thing is definitely worth the hype :)

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

Why not do a follow up call/visit to figure out what the hell? And I haven't done or tried anything yet, haven't had the time. May call the store up and I may go in on wednesday.

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

anyone know if verizon is doing the same thing. i got my touch pro from them a few months ago when it was $100 for free because we had an upgrade on our plan. i do have insurance on it so i could say it just runs slow and stuff.

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

Been too busy to go in. They tend to not answer their phones since it's a 2 man operation in there. I know I recommended against it, but try the Ala Moana Blvd. store. Their manager may do things differently. Anyhow, whatever you do, PM me with your results.

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

Went to another Sprint store and explained everything that had happened. The tech spent an hour trying to "fix" this messed up replacement the first store gave me, but after that hour he came out and said that he'd replace it for free this time and that the replacement should be in by Wednesday. I'm guessing he's ordering me a refurbished TP1.

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

Since I got my Touch Pro in November of last year till today I have had the phone replaced 7 times. No joke. Some where phone related failures and some where other issues out side of the phone failing. Everytime i have had the phone replaced I called and then got a phone. Untill this last time. This last time I had to go to the store directly. Then they ups it to my house and now I am looking up apps and cabs to make the phone do everything I want.

Approx 6 weeks ago sprint made a change in policy to make people go to the store for exchange so they could check to make sure the phone was damaged. According to the person I talked to sprint was having issue with phones being returned over the phone that had nothing wrong with them.

Also sprint started a new program called the "Well program" (not sure if well is spelled that way or not) but if you have had your phone replaced 3 times in the last 6months they will upgrade you to a different phone. You will get 1 of 3 choices that are supposed to be close to the same thing.

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

My fiance is on her 3rd TP1, soon to be 4th since Sprint would not give her the TP2.

There is a list of phones you can switch to if you keep having problems with a certain phone, such as the TP1 (which apparently Sprint is trying to faze out ASAP). I saw the list with my own eyes, the TP2 is there, but out beside each phone it either says "Yes" or "No" and the TP2 had "No" beside it.

This is in Knoxville, TN btw. The reason I bring that up is because I told him last night "I frequent message boards about WM phones and there are people everywhere getting TP2's without a problem" (last night we were offered a Snap or Treo Pro) His response was that the people getting the TP2 were probably in larger cities, or "bigger markets". Do you guys think there's something to that, or we just have had bad luck so far?

We got another TP1 sent to us in the meantime. I figure if this one works, cool. If not, take it back in and maybe the TP2 will be available the next time.

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

I'm going to guess that Sprint is trying to deplete their stock of refurbed TP's. I'm sure they get phones returned that really don't have issues, but there are others that issues don't show up just from simple tests. My Mogul worked fine 99% of the time, but the 1% of the time that it turned the phone off by itself (about every 2 days) and I would miss calls and never realize the phone was off. That's a defect, the Tech person probably said it worked "Fine" and that I abused the system, but that's not the case at all.

I also don't like being forced to the stores. The local store here (much improved over the past year) is way too busy, and I loathe taking at least an hour to go there to deal with them, especially when they say "Call Asurion".

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

The WEL has been around for a LONG time.

Corporate repair stores use it to their own discretion. Do it too much and it get put on their record and when they get audited by Sprint officials then their store can get in alot of trouble.

Trust me this is not a NEW program. Its been around for ages and is not to be used on everyone that has multiple claims on their account.

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

Finally! after 5 Touch Pro's Sprint is going to give me the TP2. They have sent m 4 refurbs and this last one was brand new in the box. All of them had the same issue of Freezing on the charger and neverending virbrate after email notification.

Sprint was very relutant to give me a different device at first. They offered me the palm Pre, as a comprable replacement.. No effing way.


anyway, my TP2 should be here Thursday!

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

did u go to the store today??? did they order it from the warehouse???