Sprint replacing Touch Pro with Touch Pro 2! - Page 159

dibara2003 · #**1581** (**permalink**) 11-12-2009, 03:01 AM

Quote:

Originally Posted by smegma

If its out-of-stock speak to a manager. I spoke to a tech and he told me it was OOS. A manager then came by and was able to order the TP2 and I will be receiving it tomorrow.

The store manager turned me down as well. Said he could get fired for ordering a level 5 NIB replacement.

Roelljr · #**1582** (**permalink**) 11-12-2009, 03:46 AM

hey i have recently been having issues with my touch pro, like the screen not responding right.... this is my second tp... I also have the asurion insurence. would my best bet to get a tp2 be to call asurion, sprint, or take it in to the nearby repair center?

gabestover · #**1583** (**permalink**) 11-12-2009, 04:16 AM

Quote:

Originally Posted by austerville

Which department do I speak to at *2 - everyone that I've spoken to has told me that they can only replace my TP with a TP and if I want a TP2 I have to speak to a store manager.

I was able to get a supervisor in advanced technical support to order me a TP2 in replacement for my 5th TP. This was after talking to about 15-20 sprint reps on the phone at various levels in various different departments, going to two corporate repair stores, and one ASC. The ASC I went to was in Chula Vista, CA (just south of San Diego), where they had told me the TP2 was on their list of valid replacements for the TP, but their system wouldn't let them go through with the order. From what the in-store rep told me, they had had quite a few people come in with TPs with problems like mine and had tried numerous times to order the TP2 for them, but the system just wouldn't let them - it always said the phone was OOS.

When I finally had gotten to the advanced tech support rep that was able to help me, I had spent about 2 to 2.5hr on the phone in a row. Before I was offered the free TP2, I got to what they called the "escalation department" (a transfer from advanced tech support) where had offered me $150 off. They said that's the best anyone would be able to offer. My next call to advanced tech support ended in the free TP2.

I now have my order number, and have confirmed over the phone and online that the order is, indeed, for a TP2, and should be here Friday or Monday (depending on if it's the 2 or 3 of "2-3 business days")

austerville · #**1584** (**permalink**) 11-12-2009, 09:50 AM

Quote:

Originally Posted by gabestover

I was able to get a supervisor in advanced technical support to order me a TP2 in replacement for my 5th TP. This was after talking to about 15-20 sprint reps on the phone at various levels in various different departments, going to two corporate repair stores, and one ASC. The ASC I went to was in Chula Vista, CA (just south of San Diego), where they had told me the TP2 was on their list of valid replacements for the TP, but their system wouldn't let them go through with the order. From what the in-store rep told me, they had had quite a few people come in with TPs with problems like mine and had tried numerous times to order the TP2 for them, but the system just wouldn't let them - it always said the phone was OOS.

When I finally had gotten to the advanced tech support rep that was able to help me, I had spent about 2 to 2.5hr on the phone in a row. Before I was offered the free TP2, I got to what they called the "escalation department" (a transfer from advanced tech support) where had offered me $150 off. They said that's the best anyone would be able to offer. My next call to advanced tech support ended in the free TP2.

I now have my order number, and have confirmed over the phone and online that the order is, indeed, for a TP2, and should be here Friday or Monday (depending on if it's the 2 or 3 of "2-3 business days")

It's definitely hit or miss. I've spoken with 2 supervisors from ATS and they both put notes on my account that I could get a TP2, but that I'd have to get it from the store and it was at the manager's discretion. They even had a rep call the store while I was there and the manager just said that he didn't have any in stock and wasn't able to order one and he offered me other phones on the WEL list, which I declined. I ended up getting them to order me a replacement TP, which I'm returning today due to the reasons mentioned previously. I really find it hard to believe that some stores are able to order it and others can't.

Sinful1217 · #**1585** (**permalink**) 11-12-2009, 11:49 AM

I spoke to 2 Supervisors in ATS and both said thre was nothing they can do for me. For some reason they connected me to a Supervisor in Telesales. IDK why, cuz I'm not going to BUY another phone. N that person said he would give me a call bk today at 9:30am. Um its like 9:50 now. I'm really irritated!! Im reading this post tho and I didnt know there was a Escalation Dept.

Who should I call and ask to speak to?? And how do I find a Corporate Store??

**boredandtattooed** · #**1586** (**permalink**) 11-12-2009, 12:43 PM

i was at sprint Yesterday... the TP2 isnt in the WEL list anymore... its a regular TP(which they dont make anymore) or a BB, or the Snap i think... if youlll accept something without winMO, you may have better luck...

you guys need to buy what u want a;ready instead of complaining on the web about a phone u ddnt pay for

Sinful1217 · #**1587** (**permalink**) 11-12-2009, 12:57 PM

Quote:

Originally Posted by boredandtattooed

i was at sprint Yesterday... the TP2 isnt in the WEL list anymore... its a regular TP(which they dont make anymore) or a BB, or the Snap i think... if youlll accept something without winMO, you may have better luck...

you guys need to buy what u want a;ready instead of complaining on the web about a phone u ddnt pay for

Wow, a lil on the aggravated side Sweetheart??

**Dr.8820** · #**1588** (**permalink**) 11-12-2009, 01:14 PM

Quote:

Originally Posted by boredandtattooed

you guys need to buy what u want a;ready instead of complaining on the web about a phone u ddnt pay for

that's funny because you know that i know how you got your tp2....

Sinful1217 · #**1589** (**permalink**) 11-12-2009, 02:24 PM

Omg! Waiting on a call with CS and the damn phone freezes! After goin bk n forth! So i go into the store and they offer me a Pre. I said I consider it. SO I come bk home and Sprint connects me to a Supervisor and he doesnt eve offer the Pre he says the snap, Treo or Blackberry?! R they serious?!! This is nuts now! He tells me well I cant offer you anything else.

So im like u want me to step down?? Obviosuly youcant do a damn thing for me!! Next!!

abrigham · #**1590** (**permalink**) 11-12-2009, 03:48 PM

From what I can gather reading the last few pages of this thread is that the TP2 is most likely been temporarily removed from the WEL list because it is OOS. I have a feeling they don't want to rack up a huge backlog that can never be filled, and now they're just waiting on HTC to manufacture more TP2's. I personally have not tried to get mine replaced yet, but I do have some of the common issues - I'm just dealing with them for now. For all those that are getting frustrated with Sprint, just be patient. I don't think they anticipated this much activity (even though they already admitted the TP1 is the most problematic phone they've ever had). Really, when you think about it, this is all HTC's fault... they made a crappy phone for Sprint, and now they can't keep up with demand for its replacement. Several posts here say it will be OOS until after Christmas. If your phone works, I say just be patient. If it doesn't, go ahead and get another TP (even if it is your 100th replacement or whatever) and just be patient. Once HTC catches up with the backlog, I'm sure it will show up on the WEL list again.