Sprint replacing Touch Pro with Touch Pro 2! - Page 168

CaliforniaPlaya · #1 (**permalink**) 11-26-2009, 07:36 AM

Had an interesting experience in a repair center today. I was there requesting my third repair/exchange within a month. First one dead keyboard, second one dead screen, third one two days later dead keyboard. The lady I brought it to told me she wants to get me out of this phone and into something better like a Pro2 (I got my hopes up there for a second), but that they are not authorized at store level to swap a phone out with something else. She asked if it was alright if she would call customer service and I explain to them the problems I was having, let them know I am in a corporate store at them moment and they are requesting the Pro to be switched to a different device. I told her that would be fine.

So she picked up the stores phone, dialed a number, and then asked for advanced exchange (I think this is what we know as retentions) and then gave me the phone. I sat there listening to crappy hold music for about 20 minutes. Finally someone answered, asked for phone # and explanation of the problem with the phone. I also told her that I was currently in a store and that they requested for me to call as they are not authorized to switch to a different type of device. She then asked me what type of phone I wanted to switch to. But before I got a chance to answer, she said the Pro2 is the newer model similar to what I have. I told her thats what I wanted. She then asked to speak to the person in the store that was helping me. All she said was "no", "no", "ok, thank you", and handed the phone back to me. I assume the rep on the phone asked if they have the Pro2 in stock, but not sure. She then told me that she was creating an order for me for a Pro2 and I should have it in a couple of business days - think thats gonna be about five days right now with the holiday. So, I'll see what I get when I get it. Hopefully it works out better than the TP.

Kane3162 · #2 (**permalink**) 11-26-2009, 08:38 AM

way to reply to my own post from before!

the stock they get the TP2 from is the same!

ANYWAY, so about 2 hours after i made the post above i called, calmly explained my problem to the first person i talked to, then got xferd to the adv department as talked about by the other guy who replied below me, and while talking to the kind lady i was told i got lucky because their was 16 in stock at the end of the call (BE NICE YELLING WILL GET YOU NOWHERE) she said their was now only 9, so NO it doesn't really matter what store (unless the people are aholes) for stock but when it happens!

my TP2 is on its way!

Abicio · #3 (**permalink**) 11-26-2009, 12:31 PM

Quote:

Originally Posted by Kane3162

way to reply to my own post from before!

the stock they get the TP2 from is the same!

ANYWAY, so about 2 hours after i made the post above i called, calmly explained my problem to the first person i talked to, then got xferd to the adv department as talked about by the other guy who replied below me, and while talking to the kind lady i was told i got lucky because their was 16 in stock at the end of the call (BE NICE YELLING WILL GET YOU NOWHERE) she said their was now only 9, so NO it doesn't really matter what store (unless the people are aholes) for stock but when it happens!

my TP2 is on its way!

Have you had multiple replacements on your TP yet? I have and whenever I call in they tell me I must go to the store due to the number of replacements I've had.

aznajoe · #4 (**permalink**) 11-26-2009, 12:42 PM

Quote:

Originally Posted by Abicio

Have you had multiple replacements on your TP yet? I have and whenever I call in they tell me I must go to the store due to the number of replacements I've had.

They tried o pull that shit on me as well...however I told them the sprint store was 50 miles away from me and that's I've been there a number of times and they were able to get someone to help me and was able to do an advance service over the phone

shatner · #5 (**permalink**) 11-27-2009, 11:02 AM

I agree with not mentioning the list but in the case of not bringing up the TP2, unless you want about 20 or 30 TPs you might press the fact that it is the MODEL and that only another comparable model will do.

I am to the point that even tho the 'screen' will not let you, we need to talk to someone who can let it be done.

worshipNtribute · #6 (**permalink**) 11-27-2009, 12:56 PM

Hey guys, just got a new TP2!

I've never had my touch pro replaced and have had it for about a year. I'm also on the SERO plan. I called the service number and talked to them.
I told them I was getting dropped calls in my house when I still had bars and that when I tried to do full charges (when the battery was below 30-40%) the phone would lock up and a few soft resets / taking the battery out would fix it, but sometimes it has stayed locked up for over an hour.

They transferred me to tech support, I repeated what I said, and the lady tried talking me into getting a new phone since the touch pro has been flagged as a defective device. I was offered the TP2 and the Pre (the lady was suprised, she said they were taken off the list until recently) and I asked for the TP2. It'll be here on Monday.

This quells a few rumors.
SERO customers can get their phones replaced.
First time TP replacements can happen.
TP2 is definately one of the phones offered to replace the TP.

boiker · #7 (**permalink**) 11-27-2009, 01:16 PM

We'll i caved in, got rid of my grandfathered plan and accepted a Samsung Moment for my Touch Pro replacement. Short Review: The Moment is incomparable to the Touch Pro and I'm sensing that Android is incomparable to Windows Mobile. The ease of use is astounding on this device and I have not yet had one GPS issue, one freeze, one missed call, overheat issue or keyboard glitch. Now, I've only had it for 2 days, but the last refurb TP that I had was being hard and soft reset on a daily basis.

Good luck to all who are suffering with faulty TPs. I don't know why I was given the android options, but I'm happy I was.

rrumi001 · #8 (**permalink**) 11-27-2009, 02:16 PM

My touch pro has given me so much issue and it had been replaced multiple times. So I decided to go to another different sprint store, and see what they will do for me. Initially they told me that they would replace it with the Pre, and some other BS phones. I said NO...and that I need a phone with windows mobile and full slide out keyboard. The rep said "I don't know what to do, those are the only phones we can offer."

So I told them that since my contract is over, I would have to consider some other phones from sprint and other companies and make a decision. I left the store, but I came back couple of minutes later and innocently asked for the touch pro II pretending that I only found out about the phone just now. The reps looked at each other and said that the TP2 has been out of stock for some time now, and I told them that I could call back periodically and they finally said fine.

Today I call back, the rep who I spoke with had no idea and doesn't remember our conversation. So, I explain everything again and she puts on hold and orders me TP2!!!

But, I asked her if it was a new one and she said it's a reconditioned one. WTH?

How the heck do they already have reconditioned TP2? Didn't most of you guys get a NIB TP2? Is their a chance that I might still get a NIB TP2 (since sprint may not even have any refurbished TP2 or at least I hope they don't)?

xxxjdoggxxx · #9 (**permalink**) 11-27-2009, 03:34 PM

Well here is how my day dealing with sprint has gone so far. First I go to the sprint chat and explain that I received a refurb through advanced exchange and it is defective (overheats, won't charge, dropped calls, ect) and I am told to call tech support and they will be able to do something.

So I call tech support and they tell me i have to go to the sprint store. then I ask if they could do an exchange over the phone and the rep said no because too many people have been exchanging their phones without having problems so according to her the new policy is they have to do the exchanges in a store (goes to show no two sprint reps will give you the same answer to a question). The rep said she will put a note on my account. What good that will do I have no idea.

So I guess I will be taking a hour drive one way to get to a sprint store. I would have been happy with a working touch pro but since I can't get that I will be pushing for a touch pro 2. I just hope it isn't a waste of my time.

austerville · #10 (**permalink**) 11-27-2009, 03:55 PM

Well I'm in shock!! After calling either stores or CS at least 3 times a week for about a month I called this morning and the nice lady ordered me a TP2 within about 2 minutes of answering the phone. It's a little surreal right now and I'm trying VERY hard not to get excited, since I'm actually expecting to get a TP, instead of a TP2. All I received is an E-ticket confirmation, with no specifics, so I'll believe this when I see it. Hopefully the saga ends for me, but that was too easy (just today's call, not overall) so watch this space for an update when I receive the phone. I hope that it will be good news that I received a TP2.