Sprint Advanced Exchange...New or Refurb?
 

Does anyone know what type of TP Sprint is replacing through Advanced Exchange? New or Refurb? The hardware keyboard on my phone stopped working today. It started acting up a few days ago where it wasn't catching all the keys I typed or sometimes typing letters multiple times. Today my phone was in the hot car all day and now it won't take any input, yet it still lights up. I, of course, have tried a soft & hard reset with no luck. I just got the phone about a month ago through a TEP upgrade from the Touch and I would like to get it replaced for another new phone and not a refurb. Just wondering if anyone has received a TP lately through Advanced Exchange and was it was new or a refurb. Thanks!

Re: Sprint Advanced Exchange...New or Refurb?
 

I had another rainbow spot on my TP last week, I got mine exchanged with a refurb. :(

Re: Sprint Advanced Exchange...New or Refurb?
 

you, my friend, will most likely end up with a refurb if it's coming from tech support. asurion will replace it with a new one but you might end up light the deductable.

Re: Sprint Advanced Exchange...New or Refurb?
 

If your phone was replaced by Asurion - call Asurion about the problem. Asurion will replace it under warranty. Same thing happened to my wife's phone. Sprint sent a refurb. Told them that was unacceptable as the phone was barely a month old. Sent the refurb back and called Asurion. Phone arrive the next day - new in box. No charge. Sent old phone back minus battery so we ended up with extra accessories :-)

Re: Sprint Advanced Exchange...New or Refurb?
 

yea u can just get a replacement but i would recommend asking to talk to a supervisor and tell them you do not want a refurb and and don't take a no for an answer then u can most likely get a new one.

Re: Sprint Advanced Exchange...New or Refurb?
 

I went through about everyone at Sprint - from customer service reps to tech support to customer retentions. Stayed on the phone for 2 days and even went to a Sprint repair store. They called and got the same runaround. We pay Sprint $1800 a year and the best they could do to replace my wife's month old phone is send a refurb or offer $100 off the purchase of a new one. I was about fed up. As a last resort I called Asurion since they were the ones who provided the phones as upgrades to our Moguls. I was off the phone in ten minutes and a new phone was on the way free of charge.

Re: Sprint Advanced Exchange...New or Refurb?
 

I just did a TEP replacement for failed keyboards and got a refurb. You can check it's refurb status in the EPST settings. hit ##778# in the dialer, enter your MSL, and it's buried in there.

Re: Sprint Advanced Exchange...New or Refurb?
 

so, i just got a refurb from sprint less than a week ago. when i flip up the screen it feels wably, like its going to break any second, my ol TP did not do this, unacceptable. Hope assurion shows me love tomorrow when i call

Re: Sprint Advanced Exchange...New or Refurb?
 

Seriously guys, there are no more problems with refurb phones as there are with new phones. I think this is such a stupid whine.

Furthermore, isn't the broken phone used already?

Re: Sprint Advanced Exchange...New or Refurb?
 

Good point.

So what's the quickest option? Going to the Sprint Store or doing it this way?

Re: Sprint Advanced Exchange...New or Refurb?
 

Personally, I used the advanced exchange online and received a brand new phone. With that said, I would just take it into the sprint store and tell them the KB flaked out and they should give you a new one on the spot as long as you have had it under a yr.

Let me tell you about my experience with the advanced exchange:

So I go online and order a new phone. Get it 2 days later. The very next day I send the broken phone back in the self addressed envelope they sent with the new phone.

I track the package via the website they provided me with to make sure they received my phone and they did in like 4 business days. A short while later I check the website again and according to them, I sent back the wrong phone. They claim I sent back a diamond. Um...?](*,)

So I call customer service as soon as I noticed them and explained the situation. The first person I talked to didn't even know about the advanced exchange program. Explained my situation and they couldn't help me. It got escalated and I talked with a supervisor. They couldn't figure out why they were saying the phone I sent back was supposedly a diamond. The lady I was talking to saw that I've never had a Diamond activated on my account. So she gives me the number to the warehouse where I sent the phone, no dice. They gave me the run around and told me to call customer service.

I called back in to customer service and got the issue escalated to a manger. She was going to "investigate" the issue herself to get this resolved. She was going to call the warehouse herself and see what the mix up was. She took down my name and number and said she would call me back. She never did, no surprise there right?!

So the next billing cycle I get a $55 charge, which I fully understood and expected because that's what the website said. On the website provided it said that I could be charged up to $200 since I "sent back the wrong phone." So I never got a call back and called sprint back up but I couldn't get in contact with the manager who I was talking to before. So I had to start all over again. I had to rexplain the situation even though my account had tons of "notes." It didn't help...

So the same thing happens again. They give me the run around and toss me around like a hot potato. It gets escalated to a supervisor and I'm suppose to get a callback, never did. this went on for about 2 months, at this point I've spent at least 5 hours on the phone with sprint.

I check my next months bill online and there is a $200 charge on my account. WTF?! So I get on the phone AGAIN. Start the process over, AGAIN. Explain my story, AGAIN. Got the same run AROUND AGAIN. Each time I would call customer service, they would put me on hold for at least 5 minutes so they coudl read the "notes" but I still had to explain what was going on. :scratch: Why take notes and/or read them!?

Since I was getting the same run around, I went to the Sprint store to plead my case and show all my evidence that I had sent back the right phone with the tracking etc etc etc. Said they couldn't help me at the store since used the online advanced exchange and told me to call retentions.

It took all of 5 minutes TOTAL and the guy I talked to put in a request to have my $200 charge removed. I just looked today, after 2 1/2 months and the charge is gone. I wasn't about to front $200 on their screw up. They were suppose to give me a $200 credit but I wasn't going to pay my phone bill + the $200 charge this month.

So after all the headache, I'd just go to the sprint store. If you do use the advanced exchange, I wish you luck.

Re: Sprint Advanced Exchange...New or Refurb?
 

I can see a refurb if the phone is more than 90 days old. The phone that Sprint sent us was in worse shape than ours. The slide was sloppy and the keyboard had a LOT of use. Our case - the phone was barely a month old and it was new in the box so I think a refurb was unacceptable. If Asurion sends you a brand new phone it is under warranty - for how long I don't know but they will send another NEW phone if there is something wrong with what they sent. I have no problems with refurb items as long as I know what I'm getting. I asked the tech support guy from Sprint what they were going to send and he said a NEW phone not refurbished. Next day there was a refurbished phone sitting at my door.

Re: Sprint Advanced Exchange...New or Refurb?
 

If you use the online Advanced Exchange option, I believe they are sending new Touch Pros. Link is here:
https://indirect3.sprint.com/apps/ad...&FROM_SPRINT=Y

However, I noticed when I tried to do the online option, it referred me to the local sprint repair center. However, when another person I know did this, it was sending them a new one.

However, for the Service & Repair centers, it was still showing refurb Touch Pros as of yesterday night. I'm checkin daily (or at least every day i work) to see when it'll change to new.

Re: Sprint Advanced Exchange...New or Refurb?
 

Thanks for all the reply guys! I think I'm going to try the Sprint store over by my work to see if they can replace it there in the store. My bro had the keyboard go out on his TP a few weeks ago and he took it to a repair store. They just received a shipment of new keyboards and replaced his keyboard for free. They guy in the store even told him how the keyboards on these phones going out is a pretty common issue.

If they try to shove me with a refurb, then I'll try the Asurion route to see if they'll send me a "NEW" TP.

Re: Sprint Advanced Exchange...New or Refurb?
 

Thanks for the story - we've all had our customer service nightmares with different companies, haven't we?

Re: Sprint Advanced Exchange...New or Refurb?
 

if you do this, you're going to get a refurb. the only way(i just found out) of getting a new one is through asurion.

Re: Sprint Advanced Exchange...New or Refurb?
 

you obviously havnt had your share of refurbished phones... For those of us who have dealt with numerous exchanges and swap outs, it has been a problem.

Re: Sprint Advanced Exchange...New or Refurb?
 

OOOh yeah. I've always heard horror stories with Sprint but never experienced it myself. Ironic think is, I convinced my friend to switch to Sprint because of the cheaper plans and improved customer service and then this happens ](*,)

Completely jinxed myself there.

But overall, I love sprint, they've been good to me and I've been with them for over 8 years. I'm willing to let this incident slide but I just hate how they made a simple problem such a headache. But you live and you learn. :headbang:

Re: Sprint Advanced Exchange...New or Refurb?
 

i had to return mine 2 times and got a new one both times.

Re: Sprint Advanced Exchange...New or Refurb?
 

Sprint touch pro replacements are JUNK. and to all those who say otherwise, your morons.

http://www.sprintusers.com/forum/sho...62#post2133162

Re: Sprint Advanced Exchange...New or Refurb?
 

Both my TouchPro's were doing the rainbow screen crap. I submitted both of them and got refurbs back for both of them. One refurb wouldn't work. Got them to send me another one and this one worked. Only issue I found was one of the refurb's magnet on the stylus port seems to be only about half strength. Guess I should have went through Asurion or whatever it is called.

I didn't like the fact that we got refurbs but they look like new.

Re: Sprint Advanced Exchange...New or Refurb?
 

Just curious, but is that a corporate repair store, or a 3rd party dealer? I've been trying to find a way to order those keyboards for over a month now...

Re: Sprint Advanced Exchange...New or Refurb?
 

A corporate store replaed my keyboard, a 3rd party just got me a replacement through TEP. Not sure if that's the same at all stores.

Re: Sprint Advanced Exchange...New or Refurb?
 

Im having the same problems as the OP. So now I have to use my damn computer until I get my replacement if I want to post anywhere. The guy I spoke to said he didnt know if I was getting a new or refurb. This will be my 5th pro and 3rd refurb. :angry7: I want to punch a refurb in the face.

Re: Sprint Advanced Exchange...New or Refurb?
 

Do you guys send back the Backplate, Stylus, and battery on an Advanced Exchange? Im sendiing it back tomorrow and want to know what I can keep haha

Re: Sprint Advanced Exchange...New or Refurb?
 

sprint wants the phone and battery cover. you can keep everything else.

Re: Sprint Advanced Exchange...New or Refurb?
 

the same crap is happening to me right know its just a bunch of bs i think....

Re: Sprint Advanced Exchange...New or Refurb?
 

I've recently done Sprint Advance Exchange of my defective touch pro and got refurbished touch pro but as soon as I open the box, the phone has a scratch on the screen so I returned it back to the return center with pre-paid envelope without activate that phone. I put a note in the return to request another phone but Sprint never sent me one. Who should I contact? There is no phone number on Sprint Advance Exchange. Please advise. Thanks

Re: Sprint Advanced Exchange...New or Refurb?
 

I've done the same... An also received no phone back. I just did another advanced exchange to get another phone...

Re: Sprint Advanced Exchange...New or Refurb?
 

Call up advanced Tech support at 1-877-654-9111 option 2 and let them know what happened, and they should be able to send you another replacement.

Re: Sprint Advanced Exchange...New or Refurb?
 

Well I got a new phone once I went Sprint because I was not getting neither internet nor able to update the PRL so they went ahead and exchange it for a brand new phone right there and then ....

Re: Sprint Advanced Exchange...New or Refurb?
 

Question: Why the heck the "service dept" can't fix charging ports...??? I was a tech for cingular for 5 years and we soldered and fixed the phones...now a days, a tech (so called) just opens the phone, does minor modular swaps of internal stuff like LCD's, keyboards... I am much disappointed by sprint. I had to pay $100 for a asurian phone (new i might add which they originally told me that it might be a refurb..i was not happy) but still...it's under warranty. It's not like i am rough with my phone, i used to be a tech so i am very careful with my cellular. Not sure how the charging port got broken?? it was cracked where you put the charger into the phone...really weird because i have never really seen that kind of break before. you would have to try to actually put something in there to break that, even a drop would not crack that... (which i have dropped once and it was on carpet) or possible charger problem, like the pins being broken, which they are not. That type of breakage should be under warranty...since normal usage would not result in that type of break. just mad because that was a advanced exchange phone and they wouldn't help me at all. called them because it was a warranty swapped phone that i got a few months ago. so i ended up having to shell out $100 yesterday for a new phone.

Re: Sprint Advanced Exchange...New or Refurb?
 

Got a refurb today to replace my TP of 4 months... my old TP begin to look like the weather channel doppler, greens, reds, purples streaming across the screen.

Anyways, I just got the replacement activated and during the customization screen, I noticed that the screen is 'egg shell' white'. It's not a yellowish tint, but definitly an off white. The 'whites' in the other aspects of TF3D are all the same 'egg shell' white, doesn't seem to be a big deal, but I'm worried about long term effects.

Does this mean my screen is closer to burn out? Or is this just the way they are coming out now? I also noticed the ROM date on my replacement is 11/11/08.

Any thoughts on the screen color?

Re: Sprint Advanced Exchange...New or Refurb?
 

Ok, here's a new one...

I just went to the EPST menu to find build date for the replacement I received today.
The refurb status of my phone says 'no', the refurb date says <No Data>, and my build date is 22 May-2009.

The phone came in the little refurb box, so I was anticipating a refurb. Does this mean my phone isn't a refurb? Is Sprint just saving money on not sending out the big boxes anymore?

Re: Sprint Advanced Exchange...New or Refurb?
 

Yes Sprint is now sending phones in the lil boxes, the one you have is a new model. Sprint is now purchasing single phones from the manufacture and sending replacements in the lil boxes. We where informed this today by our Corporate Tech District Manager. The ppl with Pre's thought they where receiving replacements but infact it was a new model non refurb. Just a heads up always peep out the build date and refurb date. Through Self Service Solutions, AE Advance Exchange or Asurion you will have a 40/60 chance of getting a new phone. Unless you complain to Account Services and you might get a "NEW" phone.

Be Safe God Bless

Dont forget to give thx to those who help and give proper credit

Re: Sprint Advanced Exchange...New or Refurb?
 

Im actually on my third tp so far and my last 2 were new. Both had exactly the same problem with the keyboard crapping out on me. Since Ive only had my touch pro since Feb, im pretty frustrated with the phone. All I did was go to the sprint repair shop, not the actual sprint store. They told me there was a manufacturers warranty of a year so as of now they keep replacing it with new phones. I have the insurance so Im sure that probably helps.

Re: Sprint Advanced Exchange...New or Refurb?
 

hey i found this thread. I just had to do an AE and from the sounds of it looks like Im going to get a refurb. How do I do the whole ausiron thing to try to get a new one? any help would be great as this will be my 4th TP...

Re: Sprint Advanced Exchange...New or Refurb?
 

I noticed you also posted in the Q&A for TEP on the Touch Pros, and responded concerning asurion and a couple other options as well.

Link for response follows:

http://forum.ppcgeeks.com/showpost.p...3&postcount=55

Hope i've helped.

Re: Sprint Advanced Exchange...New or Refurb?
 

Man after reading everyones post about their tp's made me call sprint. My problem was about a week and a half ago keyboard just bricked out on me so I had to use the on board for a while till I made it up to a store. Well the service & repair shop had a refurb tp on deck so I was all happy. I was like this is the quickest sprint has ever done something.I get everything switched over and I leave. I get almost all the way home and forgot to check out the keyboard, so I do and when you slide it all the way out it sits c*cked on the right about a notch up. So im pissed and go back and they tell me that they cant do anything but they can take my old top on the old phone and stick it on the new and I was like no. So they said im stuck with that one. So after reading this I callled and like 20 mins ago just got a brand new phone being shipped with a brand new battery. So I am glad I read this thread bc now I get a new phone. This will be my third tp, so lets hope its a keeper. Like they always say dont let sprint tell you what to do, you tell them what to do hehe.

P.S. What crazy about the last phone I turned in it was unlocked with spb mobile 3.1 and everything. Forgot to flash back the relocker and do a hard reset but o well hehe.

Re: Sprint Advanced Exchange...New or Refurb?
 

Wow they edited a word for me, didnt think that was a bad word.

ps sorry for mini thread jack