Touch Pro for Mogul Ecare email inside... - Page 15

frazell · #**141** (**permalink**) 10-09-2008, 11:51 PM

So the concensus is I can't try this option?

I have had some Mogul replacements, but I'm a new Sprint customer as of August 2008...

gadgetgod · #**142** (**permalink**) 10-10-2008, 12:25 AM

I love how ecare wants me to believe that reprogramming the phone will solve all my problems. Also, can anyone guess how long sprint will keep old moguls in stock to keep replacing returned handsets? Thanks

"Thank you for contacting Sprint. I will be happy to assist you regarding
you device inquiry.

Upon further research of your account, I see that you have insurance on
your phone. You may file a claim to receive a new phone. We can not
exchange your Mogul for a touch as a replacement. You can purchase the
touch by visiting a sprint retail store or at sprint.com. Also I have
listed steps to reprogram your device:

1.On the dialpad enter ##DATA# (##3282#).
2.Tap Edit.
3.Enter 753543
4.Tap OK.
5.Highligh nai network access identifier.
6.Tap Menu.
7.Tap Edit.
7.Enter the correct username
8.Tap OK.
9.Enter SPI MN-HA. 0
10.Enter SPI MN-AAA. 0
11.Enter Primary Home Agent.
12.Enter Second Home Agent.
13.Tap AAA Shared Secret (HEX).
14.Tap Menu.
15.Tap Edit.
16.Enter password.
17.Tap OK.
18.Tap OK in the upper right hand corner.
19.Tap Yes.
20.Tap OK to reset the device.
21.The device will reboot

Please feel free to respond to this e-mail with any questions you may
have.

Thank you again for contacting Sprint. We appreciate your business.

Sincerely,
Faness G.
Customer Service Specialist
Sprint"

**TheBundo** · #**143** (**permalink**) 10-10-2008, 02:03 AM

Quote:

Originally Posted by holo

If you've used a year that is exactly half your contract and if you do $150 discounts twice as often which is the same thing as $300 off one time

Take the $150 then take another $150 and you'll be exactly the same as if you waited and took $300 once...

Not to mention I believe it is only $175 to break your contract....

LOL, "you'll be exactly the same"? You add up discounts and think that's the same? Let's see, he buys 2 - $500 phones, each with a $150 discount. Hence, he's spent $350 on each of the 2 phones, for $700 out of pocket. Or he waits and buys one $500 phone, gets the $300 discount, and he's only out $200.

I see an out-of-pocket difference of $500 ($700 vs. $200), but you see it as "exactly the same". I take it you didn't major in finance.

mmsplease · #**144** (**permalink**) 10-10-2008, 08:50 AM

Just to confirm, I have confirmation of the Touch Pro for me at 124.99. Out of respect for the individual that I spoke to within Sprint, I will not reveal who it was, but I will just say sometimes it pays to escalate issues that you have... Sprint is a stand up company. They have made great strides to improve customer service and will continue to improve in this arena.

**cornelious2** · #**145** (**permalink**) 10-10-2008, 09:56 AM

all in all sprint's problem isn't really with bad customer service persay, its with inconsistent customer service. The problem is once you set a president with a customer and others find out about it, you have to start making good on it or have alot of angry leaving customers. I mean, I really don't hear much about att or verizon horror stories upgrading. though their replacement policy is much better. after 3 replacements that go bad you automatically get the option to swap your phone. (did that with my black q and got a q9m.

EtherealRemnant · #**146** (**permalink**) 10-11-2008, 01:42 AM

Quote:

Originally Posted by cornelious2

after 3 replacements that go bad you automatically get the option to swap your phone. (did that with my black q and got a q9m.

This is exactly my reasoning in the email I sent to dan@sprint... I've had 6 Moguls now. Same issues every time. Also, with how much I pay Sprint... I could go to Verizon and get more minutes, the Blackberry Storm, and not have to have a separate data card... If they push the issue, I'll cancel. 200 dollar ETF isn't crap when you pay 125 a month.

**TheBundo** · #**147** (**permalink**) 10-11-2008, 02:37 AM

Quote:

Originally Posted by cornelious2

all in all sprint's problem isn't really with bad customer service per se, its with inconsistent customer service. The problem is once you set a precedent with a customer and others find out about it, you have to start making good on it or have alot of angry leaving customers. I mean, I really don't hear much about att or verizon horror stories upgrading. though their replacement policy is much better. after 3 replacements that go bad you automatically get the option to swap your phone. (did that with my black q and got a q9m.

Yeah, except Verizon is a sucky company in general

chessx · #**148** (**permalink**) 10-12-2008, 11:54 AM

hmm well i emailed ecare and this is what they told me at first

Thank you for contacting Sprint. I understand the problem you are
experiencing with the HTC Mogul phone.

I apologize for the inconvenience you have experienced due to the
problem with Mogul phone. But, I am sorry to say that we cannot replace
the Mogul phone for a new Touch Pro.

We have two alternatives for you.

1. Replacement under the Total Equipment Protection:
********************************************
Total Equipment Protection Program is added to your account. Therefore,
you can easily claim a replacement phone under this program by calling
our insurance department, Asurion at 1-800-584-3666.

Asurion agent hours of operation are:

Monday through Friday, 7:00 a.m. - 9:00 p.m. (Central Time)

Saturday and Sunday 9:00 a.m. - 7:00 p.m. (Central Time)

The Asurion will charge a $50.00 deductible. We will waive off this fee
once you to reply to us with the scanned copy of the receipt. I have
placed detailed notes on the account regarding the issue. Be assured you
will not experience any inconvenience.

2. Handset upgrade:
****************
We do offer our customers the opportunity to upgrade their phone by
offering rebates on new phones. Depending on how long you have had your
phone you may be qualified for a rebate of up to $150 off the purchase
of a new PCS phone. Below is a listing of the rebate amounts and the
basic conditions for the rebate

Rebate Amount Condition for rebate

$150.00 Phone should be active for
22 months

$75.00 Phone should be active for
12 months

Currently, the account is eligible for $75.00 rebate. Considering the
inconvenience you have experienced with your handset, we offer you
additional rebate of $100.00. That means you can purchase any handset
after the total rebate of $175.00.

You can either purchase the handset through the website or you can visit
our nearest store. The representative will be glad to assist you in
choosing your new PCS Phone.

You can click on this hyperlink to find the nearest Sprint Store:

http://www.sprintstorelocator.com

When you click the link for the sprint store locator, you will find the
button to ?Make an Appointment?. Please make an appointment prior to
your visit to the Store. This will ensure your precious time is not
wasted on your visit to the Store.

If there is anything else, I can do to make things easier for you.
Please let me know, I will be happy to assist you. Have a great day!

Sincerely,
Eden S.
Customer Service Specialist
Sprint

then i replied and heres what they said

Thanks for the quick reply. For the choices you've laid out id say the
Asurion route isn't feasible because wouldn't they just send me another
mogul and id would eventually have the same problems i do now. As for
the handset upgrade option sounds better but i would still have to pay
$400+ for a phone that works like it supposed to. Is there a way to
Return my Mogul when i am ready to purchase the touch pro and get some
of the cost of my phone applied to the cost of the new one?

Best Regards.

Thank you for your reply.

I am sorry for the breakdown in communication. You will not receive the
phone upgrade rebate because the monthly service charge is less than
$34.99. The monthly service charge should be $34.99 or higher without
attachables to get the benefit of handset upgrade rebate.

So, as promised, we will apply a credit of $100.00 from our side. You
need to buy the handset and reply. We will apply the promised credit to
the account. It is not possible to exchange your handset with a new HTC
Touch Pro as the handset is not under 30 day replacement warranty. I
hope you understand our limitations.

Thank you again for contacting Sprint. We appreciate your business.

Sincerely,
Nathan S.
Customer Service Specialist
Sprint

blah please tell me theres a better option for me?

cmanbrazil · #**149** (**permalink**) 10-12-2008, 09:01 PM

I have been with nextel and then sprint for the last 8 years or so. I have never left because of free incoming and then unlimited including data for 99. However, there customer service has been consistently bad since i started. Their employees are inconsistent and policies change depending who picks up the phone.

My only satisfaction comes from the retention department, who has always taken care of me.

dblanchard · #**150** (**permalink**) 10-13-2008, 01:52 PM

MMPlease, well stated about not taking advantage of Sprint by asking for replacements on good, working phones. I think most of us on here are upright, but the few who aren't really strain the company. If your phone is bad, and you have insurance, or are within your "new time frame" don't feel bad about getting a replacement that works. I'm still running my 6700 and am antsy to upgrade, but I'll be fair about it. Sprint treats us all pretty well, though the community here and at XDA is what really keeps me loyal. Anyhow, if you truly consider yourself a loyal customer, be a fair consumer.

Thx,

D