Originally Posted by internetaffairs (Post 1497748)

ok. rep just told me he ordered me a refurb TP2.

anyone recently been told that they would receive a refurb TP2 from sprint...and receivied a NIB instead?

los angeles area btw!!! finally! pm me if you wanna know where.

Originally Posted by stook (Post 1489585)

Sharing my success story, hopefully I can help others.

To start, I had my original Touch Pro (first ones off the line, right when they came out) replaced with a refurb. one because of chrome cracking issues. The replacement operated fine for a while, but it would overheat, I would miss calls because when someone called it would freeze, and the keyboard would type sporadic crap that I wasn't even typing sometimes (lots of lag too). I called 2-3 months ago when this thread opened but success level had died down. I explained my problems and they told me they would replace it with another touch pro, bb curve, pre, snap, blah blah but no TP2. I told them I wanted the TP2 they said too bad.

Today, I read peoples successes so I decided to call again since my TP is just driving me bonkers, and I hear how happy everyone is with their TP2 (makes me sick). I called Technical Support Tier 2: 888-211-4727, however I don't think it was really "technical support" since it was the same crappy menu (1-5 what is your problem). The lady answered VERY QUICKLY FLUENT in English. I emphasize this because my pass experience has been with outsourced customer service along with 20 min wait time. She answered, "employee service customer service" ... shocked I said I'm not sure how I got here I was looking for technical support (I have SERO btw, so maybe when I entered my number they put me to employee service). I explained my issue to her and she said she would gladly transfer me to tech support ... I rolled my eyes and thanked her. Again the transfer took all but 30 seconds (NO WAITING) and I talked to Krysta another English fluent customer service representative. She asked "what's wrong with the phone?", I told her I had issues 3 months ago and was offered a replacement phone for my issues (listed the issues). However, the phone choices back then were not satisfactory so I decided not to waste anyone's time or money; I'm calling back to see if their offering anything new this year. She said she was sorry but the only thing they could do was offer me advanced replacement which would get me a refurbished phone. I said I would gladly take a refurb phone since my current touch pro was refurbed by them as well, as long as I was upgraded and not getting another TP. She told me to hold while she processed the A-ticket. At this point she did a lot of typing and not a lot of talking, so much quiet that I thought I had the all too similar Sprint hung up on me. I asked if she was still there and she said yes, please standby while I figure out how to process your a-ticket. She asked what address I wanted to ship my replacement to, I said can you tell me what you're shipping me before you process it, she said no because she won't see the options until later. I said ok and she asked for a couple minutes for manager approval, I held. She came back and listed A LOT OF OPTIONS ... TP, Pre, Snap, BB Curve, TP2, Infernal, blah blah blah ... I quickly said TP2 please. She said ok, told me I should be receiving an e-mail confirming everything. I did ... so now I wait and see what comes!!!

Good luck all. Things I learned from today and the past failures. I was nice an polite. I recommend using the number I provided. I recommend being persistent, but don't call everyday or even every week because they makes notes every time you call (previously they said are you calling for the same reason you did yesterday?).

IF Sprint follows through and sends me the TP2, I would say I'm a satisfied customer. I started with SERO '07 HTC Mogul, bought myself the Touch Pro using a 2 year upgrade after 1 year of having the Mogul ... how I don't know but it was done through Best Buy. I've had the TP for over a year and now they're replacing it because they know it's bad. I hope they keep their customer service like I experienced today ... fast, english speaking, and helpful.

Originally Posted by bradgordie (Post 1499342)

I should be getting my TP2 soon!!! Went to a repair center today and she asked if I would like my TP1 replaced with a TP2. I said sure why not. I got a confirmation e-mail for my replacement, I just can't find where to track the status on Sprint's website. Anyone have a link?

Originally Posted by B3GV (Post 1499744)

try sprint.com/phonereplacementtracking