Sprint replacing Touch Pro with Touch Pro 2!

[iceturkee]

Originally Posted by digida

well, I'll share my experience in hopes that my failure to get a replacement from sprint helps someone else...

First off, I probably should have stated this earlier when asking for advice, but my TP is a used phone that I aquired from a friend. Everything worked perfect on it for him for quite a while and also when I received. I thought I had read on these forums that a lot times people had been able to get a replacement even though the phone was not purchased at through sprint.

Since the closest service center is 30+ miles away are we going though snow storms that are supposed to go into next week, I decided to try calling in to tech support. This is when the craziness started...

The first person I spoke to, after explaining the situation, transferred me to tech support. After taking out the battery and reseting the phone, she concluded the keyboard was broke. She said since I hadn't had the phone 30 days (since I activated) that should could transfer me to another group that could issue me a NIB replacement.

The next person I spoke to (having to repeat all my info and problem like a new call) asked questions and asked if I had purchased it from a store or online. I told her the truth and thats where it broke loose. She explained that since I had purchased it from an individual that Sprint could do nothing for me. I told her that the previous tech support person had said they could do a refurb exchange but was trying to get me a new phone from her group. So back to tech support I go...

This time the previous rep filled in the new tech support person with the situation and upon talking to the new Tech support rep I got the same story. They can't do anything either and that my only option is to file a Asurion claim. I don't even think I could go to a store and try that because the last rep did more typing than talking which I suspect is her filling up my account with notations about this situation.

Well that's where I'm at. I'm probably going to have to pay a deductible with Asurion. I started the claim last night but had to fax in the affidavit. When I started the claim, the TP2 was the replacement phone, but as a poster in another thread has stated, it's not what is offered when the claim is started, but what is offered when the claim is finished. I just hope its still a TP2 when I hear back from Asurion.

i will attest again that i bought my tp (brand new refurb) from a friend who has never sold me anything bad. the tp was bad from the get go. i had the keyboard replaced and two weeks later, the modem crapped out. the rep at the sprint repair store offered (no pleading on my part) to order a tp2 to replace the bad tp if it would go through. it did. i had the tp less than a month.

[azurecrayon]

Originally Posted by Dr.8820

i agree. the poster above you probably didn't read any of this thread, just came to the end to post their little rant. but everyone i've talked to at sprint knows the tp was flawed, so if they aren't getting a replacement, i say they didn't try correctly.

i have to disagree with that. this has a lot more to do with the problems your phone has, the store, its policies, and the employee you end up with than how you approach the matter.

i read every single post on this thread, and it took me 2 months and half a dozen calls and half a dozen store visits before i finally got my tp replaced with a tp2, and my phone had legitimate issues. i tried playing dumb, tried asking outright for replacement, even tried begging at one point. none of it mattered.

i finally hit on the right combination of phone issue and service rep who did a hard reboot on my phone and said they would replace it with a different model if the issue continued happening. i made sure he said he would note my acct with that too. even then, when i called back with continuing issues, i had to fight to get the tp2 because the other reps didnt want to honor it.

the phone problems make a big difference. if you have intermittent problems like most of mine were, freezing up, random rebooting, waking up and the screen being completely white, not dialing out, overheating, you arent likely to get as much help. if they cant immediately replicate the issue, they will deem it as "working properly" and send you on your way. however if you go in with a known and provable problem, like a broken kb, that they can see for themselves. i walked in with my sister, both of us having tps, and she walked out with a nib tp2 to replace her broken kb tp, while i got sent away with nothing because my phone passed their diagnostics.

so if the factors line up, you are good. but if one of them is off, you are likely to end up disappointed. its not just how you approach it.

[intel8052]

Originally Posted by piedra92

I guess the replacement experience is based on where you live. I went in to my local repair center to point out that the plastic piece that covers the 4 buttons (home, phone, etc) was warped and that I had to make sure that I pushed down hard to ensure contact. The rep told me they would probably have to replace the phone as they don't have parts to fix these phones. I asked what they would replace it with and she said a TP2. I said fine and left. One hour later I received a NIB TP2. I live in RI and this is a corporate repair center so I guess I got lucky.

I agree, plus I think it depends on what the problem is. I doubt that the front plastic piece is an "in stock" repair part; so the shop couldn't repair the phone and offered a replacement instead. The screen however [apparently] is a standard repair part that is in stock since they could fix my phone for me.

Originally Posted by Dr.8820

i agree. the poster above you probably didn't read any of this thread, just came to the end to post their little rant. but everyone i've talked to at sprint knows the tp was flawed, so if they aren't getting a replacement, i say they didn't try correctly.

Sorry, I will admit that I didn't go through all 263 pages of the thread but I did read through a decent bit of it along with several other threads. I know I could force a failure and get it replaced/upgraded. I don't know if my regional store is just more hesitant to replace a faulty phone compared to others or if they just refuse to recognize that the phone has issues... as I said, the smaller shop recognized this from the start and offered a replacement but could not offer me a TP2. They sent me to the regional store (who can give a TP2) but the regional refused to recognize that the phone is prone to failure (unless I could induce a failure in front of them).

I also do have the full insurance so if I wanted to upgrade that badly I could just conveniently lose the TP. I was more ranting because I was pissed that I got sent 45 min (per direction) out of my way for "nothing". 1.5 hours of driving and 1 hour wait and while I did get my screen replaced which is all well and good.. the fact that they wouldn't do anything for my other issues was what got to me. I have been to a sprint store with this phone before (for the same intermittent problems) and have had no luck after repairs.

I planned on calling into asurion (sp?) and ordering my replacement via that route last night, but figured that going to a sprint store would be quicker and I would be more likely to end up with a BNIB phone. So i jumped at the opportunity when I heard that "the regional store can replace for you". Just ended up coming back to bite me is all.

Don't worry, I'll be sure to read the full thread next time

[Dr.8820]

Originally Posted by intel8052

Don't worry, I'll be sure to read the full thread next time

i wasn't talking about you soldier.

[JSMZ]

page 146 make no damn difference top me. my account is notated by Executive services that i am to get a level 5 nib touch pro 2 and the store refuses to either fix my phone OR give me a TP2.

they sent me home with my broken phone. you tell me how that post pertains to my situation.

all these sniveling littlle bastards in here are to blame im sure. ive been sitting here with a busted phone, not being able to make or receive calls or texts because of all the false replacements youve all demanded.

thanks.

[Dr.8820]

Originally Posted by JSMZ

your page 146 make no damn difference top me. my account is notated my Executive services that i am to get a level 5 nib touch pro 2 and the store refuses to either fix my phone OR give me a TP2.

they sent me home with my broken phone. you tell me how that ****ing post pertains to my situation.

maybe because you went in with the same shitty attitude you have now. don't shoot the messenger, i'm enjoying my tp2!

[ETphoneHOME]

Originally Posted by JSMZ

page 146 make no damn difference top me. my account is notated by Executive services that i am to get a level 5 nib touch pro 2 and the store refuses to either fix my phone OR give me a TP2.

they sent me home with my broken phone. you tell me how that post pertains to my situation.

all these sniveling littlle bastards in here are to blame im sure. ive been sitting here with a busted phone, not being able to make or receive calls or texts because of all the false replacements youve all demanded.

thanks.

Change your attitude and maybe something nice will come your way. We are here to help each other, not to play the blame game. If your local Sprint store is refusing to give you a replacement phone...maybe its you that they have a problem with. Try going to a different sprint store and changing your attitude. The world will become a better place I promise you, TP2 or not. Oh, btw, our replacements we have demanded is not false, everybody knows that there is some issues with these phones.

On a lighter note, my local Sprint repair center is trying to help me get my TP replaced with a TP2. I have received nothing but good service from them and they have always been able to help me out whenever I needed it. It might take some time and patience but if you have a good outlook on the whole situation, people will be more than happy to try and help you get to where you are going. Good Luck to everybody.

[JSMZ]

change my attitude? what? ive been through 10 of these things now, they actually gave me back the broken phone and said to wait 3 months, after executive services noted my account for level 5 replacement.

my attitud is called for. ive been civil up to this point. I have been dealing with this since june 09.

and fyi, there is only 1 sprint store within 50 miles of here. so doubt ill be "going to another store"

if sprint sold ignorance and lies im sure their stocks might actually be worth something.
more than likely, ill be going to another provider

[intel8052]

Originally Posted by JSMZ

change my attitude? what? ive been through 10 of these things now, and i was just told i will be paying for service for months without a working phone.

my attitud is called for. ive been civil up to this point. I have been dealing with this since june 09.

and fyi, there is only 1 sprint store within 50 miles of here. so doubt ill be "going to another store"

if sprint sold ignorance and lies im sure their stocks might actually be worth something.
more than likely, ill be going to another provider

I suppose there is some justification then. I for one didn't realize the 50 mile thing so the whole store hopping until you find a good rep isn't an option. I did a search within 50 miles from my work and decided to go to the 14th closest (and there were more)...

My phone just missed another call for me (ringer didn't go off until the last second) and then kinda half locked up. Go figure it happens the day after I am at the shop.. well the missed calls thing happens all the damn time, I thought it might be my screen lock but I just uninstalled that and still have problems. and the screen locking up was apparently just super-lag this time around I guess, fixed itself after a min when I put the phone down to call the sprint store and say that its locked up and I am on my way in.

Edit: Maybe I will try another sprint store on my way home this evening to see if they can help

[Dr.8820]

Originally Posted by intel8052

I suppose there is some justification then. I for one didn't realize the 50 mile thing so the whole store hopping until you find a good rep isn't an option. I did a search within 50 miles from my work and decided to go to the 14th closest (and there were more)...

not arguing with you there, but if a person is rude or demanding, they won't be helped. the fact of the matter is(and yes, this is in this thread also), if you have had multiple replacements(i had 9) you will be sent to a repair center. if a person gets to that repair center and are rude, they won't be helped. calling *2 and being angry with them won't help. i felt the same as some folks in this thread, but then i changed my attitude. when i changed, they changed and offered the tp2. now, this isn't at you, but maybe the person that's now on my ignore list will read this and change their ways.