I think i got scammed

[Darkjedi]

When I replaced a mogul, they gave me a new one, but it came in a generic looking box. It wasn't refurb, but it apparently wasn't given to the Sprint store in a retail box either.

[psooky]

Originally Posted by drizzo91

About a month ago i went into a local Sprint store. I had a broken touch pro (screen problems, but that is irrelevant). The two people in the store told me they aren't allowed to fix the touch pro and i would have to wait 3-5 days for my replacement to come in (free of charge, luckily). They explained to me that the phone would be a refurb and wouldn't come with any accessories or a battery. I understood the concept, but i wasn't sure how they already knew it would be a refurb, but i went with it anyways.

5 days later i went to get my phone (just the phone) and they reminded me that it was only a refurb model. Today i was poking around on PPC geeks and found out about ##778#. While i was in that menu, i found that my touch pro never actually was a refurb, which means they have all of the goodies that come with a NIB model.

These goodies are mine, right? I am entitled to a new battery and charger etc. if the NIB replacement was shipped to MY account, correct? I believe they are trying to sell MY accessories for a profit. What can i do to get my accessories? (i really need a new charger lol)

Edit-Mods: sorry if this is in the wrong place...

I'd be happy to get a new phone and not a refurb. My 'like new' TP was just the phone, no battery, no battery cover. My old battery cover doesn't even fit on this one properly and constantly slides off in my pocket.

[Dr.8820]

phantom, good job! and now we know the rules!

[PhantomApolyon]

Originally Posted by mr.8820

phantom, good job! and now we know the rules!

thanks

...and yea, maybe it was alittle hostile but I really dont appreciate attitude and people jumping to conclusions without knowing what actually happened. That being said, if you exchange a phone at MY store you will get a GOOD refurb with a GOOD battery door and new battery almost every single time. I'll send a refurb back in a heartbeat if its junk- without question or hesitation I might add. Believe it or not most of us techs/managers really just want to do whats best for the customer and if it means processing another advanced exchanged because the first one was not "like new" we'll do it in a quick second In fact I got 2 replacement phones in this morning with scratched screens and I ordered more for both of them and called the customers to let them know about what happened :P

[drizzo91]

Originally Posted by PhantomApolyon

thanks

...and yea, maybe it was alittle hostile but I really dont appreciate attitude and people jumping to conclusions without knowing what actually happened. That being said, if you exchange a phone at MY store you will get a GOOD refurb with a GOOD battery door and new battery almost every single time. I'll send a refurb back in a heartbeat if its junk- without question or hesitation I might add. Believe it or not most of us techs/managers really just want to do whats best for the customer and if it means processing another advanced exchanged because the first one was not "like new" we'll do it in a quick second In fact I got 2 replacement phones in this morning with scratched screens and I ordered more for both of them and called the customers to let them know about what happened :P

Thank you for the response and teaching me how this works. I will admit that i was pretty peeved when i started this thread, and definitely sounded like a jerk (i have a short temper).

I also did make a point to post here before taking my short temper and bad attitude into the store with me. I probably wouldn't have taken this the way i did if the 2 gentlemen (i use that term lightly) in the store were even the least bit polite, or at least didn't make me feel like i was wasting their time with my issue.

Is your store anywhere near south eastern MA?

[coreyoli]

So... Let get this straight... You're complaining that you got a NEW phone instead of a refurb?

Wow.. lol...

-Corey

[anonymity]

All I can say is, I got lucky when I went to turn in my last phone that was having issues. Besides the fact that the issues could have been easily explained away by the tech (if she had wanted to) she also didn't have to be as nice as she was.

Long story short, I came in with a Samsung i760 that was giving me hell and I hated the thing. So I was very polite and asked if they could do anything for me. Knowing that the unit was no longer being sold and they only had stock in the warehouse, I figured I could get some real help instead of a replacement unit and the brush off.

What I didn't expect was for the tech to pull a brand new (retail box) Touch Pro out of the back and say "well, we don't have any more of that phone in the store. So you can either wait a few days for us to order it or you can just take this one."

Needless to say, the decision was easy.

[anonymity]

Originally Posted by PhantomApolyon

Ok, I HAVE to chime in here before this turns into a mess for anyone involved. I'm a sprint repair store manager/lead technician for the record.

#1 - As mentioned previously accessories aren't covered so reguardless of what the store actually recieved you certainly are not "entitled" to anything extra.

#2 - If you work for a repair center you are TRAINED to not give the customer anything but the unit itself(some dont even like to give the battery doors) so the people who dealt with you were doing their job correctly(by the book)

#3 - The reason they would keep the extra stuff that came in with a phone is to help out service customers in the future. For example, if your phone is fine but you lost the battery door and had insurance, I'd just GIVE you a new battery door and call it a day, no paperwork, 5 second transaction, everyone wins.

#4 - There are 2 types of repair centers, corporate and indirect. They operate very differently in the respect that a corporate employee can only do what sprint will allow whereas a indirect employee may have different rules/regulations.

#5 - Exchange orders can come in to the stores in various ways. NIB phone, New Phone in Wrapper but not in the box, Refurb unit with or without battery, etc. There are times when I get a brand new unit and brand new battery door and nothing else.

#6 - The policy at my store(indirect) is that if the unit's original battery tests bad we would give you the replacement battery IF it came with one and battery door. If nicely requested by the customer a replacement charger wouldn't be out of the question by any means.

--Now having said all this, if you marched into MY store with an attitude and wanted the accessories that you were ENTITLED to(that you have no idea if the store even got in the first place), you would get nothing other than a breif explanation about how acessories aren't covered under warranty. If you walked in and simply inquired about getting a charger to go with your new unit, I would definitly just GIVE it to you with no questions asked especially if one really came in with the unit.

Wow, excellent response. Thanks for all the great info. I almost wish I was a Sprint customer now so I could take advantage of all this new info somehow.

[drizzo91]

Don't get me wrong, i am very happy to be getting a new phone instead of one of the notorious refurbs....but at the same time i felt i deserved the accessories that were shipped to my account. Had i not gone to the store and ordered online/over the phone....i may have gotten the new battery and charger etc., but i decided to go to the store. Now that i understand how this system works a little better, i am not really upset about the situation anymore...but believe me, i am still happy to have a brand new phone.

[PhantomApolyon]

Originally Posted by drizzo91

Thank you for the response and teaching me how this works. I will admit that i was pretty peeved when i started this thread, and definitely sounded like a jerk (i have a short temper).

I also did make a point to post here before taking my short temper and bad attitude into the store with me. I probably wouldn't have taken this the way i did if the 2 gentlemen (i use that term lightly) in the store were even the least bit polite, or at least didn't make me feel like i was wasting their time with my issue.

Is your store anywhere near south eastern MA?

Your quite welcome, and I do apologize for the non-polite staff you had to deal with for the record.

Oh and my store is in the Greenville, SC area if you ever need anything, lmk