Sprint replacing Touch Pro with Touch Pro 2!

[Dr.8820]

Originally Posted by piedra92

I guess the replacement experience is based on where you live.

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.

[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.

[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

[intel8052]

digida, that is how I ended up with my TP. I got a mogul of CL and lost it a year later. Conveniently got issued a BNIB TP from Assurion (yeah, I guess I was one of the lucky ones). It was a $50 deductible.

While at the sprint store last night I heard the rep selling a phone to some other customer and was saying that the deductible is $50, but it is $100 for blackberries or smartphones. Idk if I have an old plan and got a grandfathered $50 deductible overall or if the deductibles changes recently.

[lazydazed]

so im in the process of canceling my line last night. and of course got sent to rentions. she told me that i need to go to more stores and keep trying! lol... so i told her im cancelling, im tired of doing the footwork to get what "should" be offered. so now shes going to call my areas district manager today and get back to me ... questions of the day-- will good CS finally prevail? will they even call me back? will 8 years with sprint count for anything?

makes no diff to me anymore i can go to t-mob and get a free tp2 and cancel sprint w/o paying the ETF...

[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.

[Dr.8820]

Originally Posted by radar369

EVERYBODY PAY ATTENTION:
What everybody in this thread who is still trying to get a TP2 needs to do is listen to what Dr.8820 is saying! Major points to this is................AND PLEASE LISTEN:

1)It doesn't matter which store you go to because its up to the store whether they want to do it or not...and most aren't gonna! So just go from store to store until you get one because that's exactly what I did!

2)Like Dr.8820 said, DON'T GO IN WITH A LIST OR DEMANDING A TP2 OR TALKING ABOUT A LIST! Even if they don't offer you one the best thing to do is to hit up another store! I've heard people on here say they went to 3rd party stores and got one but every 3rd party store I went to laughed at me...so by that experience alone I came to the conclusion that IT DOESN'T MATTER WHICH STORE YOU GO TO AS LONG AS YOU HIT AS MANY AS YOU CAN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!

3)Like Dr.8820 said, it depends on your status and phone condition!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!
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Status
=====================================
People who has had Sprint service for 5-10 years will get treated better than people who are still trying to finish their first 2 year contract!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!
=====================================
============
Phone Condition
=====================================
If you never had a replacement....or even had your phone serviced since you got it (whether it be 1 year or 1 day) than please don't expect it to happen! Not saying it's impossible for someone of the type to get one but it is HIGHLY UNLIKELY! Most reps told me I had to have 3 or more replacements before I was even offered a replacement model but the first time I went to get my phone serviced they offered me a replacement model........JUST NOT THE TP2!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!
======================================

4)DON'T ASK FOR A TP2! Chances are if they don't offer the TP2 THEY WON'T! I went to a lot of stores asking for the TP2 after they named off the phones I could replace it with! They turned me down within seconds! Instead, put the emphasis on the TP you "want to get fixed!" Kindah like what Dr.8820 said, not necessarily acting like you don't want a TP2 but to act nonchalant about it, staying calm and non-suspicious!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!

5)Don't call sprint because they won't do it for you over the phone unless its a dire situation (like some Saw type thing where your life depends on it............and maybe not even then) Asurion might, sprint will not (unless a dire situation, SAW 1 thru 6)!

6)Keyboard failure and overheating are the most common problems with the TP, so use that to your advantage......

........and last but not least:
Go as many times as you can, don't wait for a couple days and start again! These stores really don't know when they will be able to order these phones so it is kind of a random thing to go to a store and they have'em! Best bet is if they don't offer you a TP2 as a replacement model than take your phone back and go to another store (which is what I did)! Or you can have them order you another TP and take it to another store when you get it! I kindah got lucky because I stopped for like a week and when I went to get it repaired again that was the last time I had to go to a repair center because they finally offered me a TP2! Try not to go to the same store 2wice unless you went to all the stores you can go to! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!

I made the post this big 1)to get everyone who is still trying to get one attention, 2)because people keep asking the same questions and getting the same answers, 3)hoping it will take a whole page so it can be easy to find and 4)so people can at least know that no special words or phrases, memos nor getting mad at sprint just because they won't upgrade you to a TP2 even though its not mandatory for them to do so won't get you anywhere!!!!!!!!!!!!!!!!!!!!!!!

No questions need to be asked, just follow this post and you will see what I'm talking about!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Thanks for reading this post too, I really do appreciate it because I want everyone trying to succeed!

P.S.-the average person who can read at a 6 grade level and has an I.Q. of at least 50 points can read the contents of this post within 5 minutes......I know........I'm one of those people! Take the test and see where you are!

this is from page 146

[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!

[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.