Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I just went through the refurb merry-go-around. Very painful. :(

My Touch Pro had some screen blotchiness. I went to a corporate store with a repair person. He decided that the phone was unrepairable, and tried to steer me into a Treo Pro, Blackberry, etc. I told him that none of those were comparable, and asked for another Touch Pro. He ordered one.

I picked it up today. Within hours, it wouldn't boot or hard-reset. I took it back to the store. The repair person couldn't do anything with it either. In desperation I simply asked for my old phone back. They gave it to me.

Needless to say, no one at any time even mentioned the existence of the Touch Pro 2.

My point here is that the real problem is Sprint's (or HTC's?) utter inability to refurbish this model properly. Refurbs are worse than the phones they're supposed to replace.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I have not had the experience of a refurb being worse. Most of the time the refurbs are in better shape than brand new depending on the refurbish date if you have one with a most recent refurbish date than it should be good. My last refurb #2 has not given me any problems but I'm just patiently waiting untilit actually give up and go to the store to get a TP2. I would not scam sprint. Some people have some good experiences others not.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Here's my take one why people have been able to have a TP2 ordered and others have not. This is partly speculation and partly due to my calling around to different stores to see whether I can find one that will place an order for me:

Due to the issues that Sprint is having with the TP they decided to order limited quantities of the TP2 and restrict the sales to online, telesales and a few stores. They're probably monitoring the problems that they have with these units in order to make a decision on whether to start selling them in all stores.

This would explain why some stores are able to place orders and others are not. It's my guess that the stores that have been selected to sell the device are the ones that will be able to order you an upgrade. Those that are not eligible to sell the device will not be able to order it (makes perfect sense to me). This would explain to me why when I called some of the local stores to check whether they had TP2's for sale for a new customer they were unable to sell me one and directed me to telesales or online. Why else would they want to miss out on a sale? Also, as I've mentioned previously the store that I'm dealing with has made a great effort in trying to get me a TP2. Both the manager and lead tech have asked me to call them every day and they go online to check whether the phone is available for order. If they could place an order and just didn't want to there would be no reason for them to ask me to call back later in the day, or the next day, for them to check again. This is one of the largest repair centers in the area and these guys are ALWAYS busy so I feel really bad to keep calling them (sometimes they have to call me back because they're so busy), but they continue to check whenever I call them and always ask me to call back the next day so they can check again.
It is my guess that if your repair center is able to sell you a phone (even if they have to place an order to do it) then they should be able to order you a replacement. If they can't order one for resale then they will not be able to order you a replacement until either the warehouse gets more stock for replacement, or Sprint makes the TP2 available to their store for customers to purchase.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

there's a thread going around about sprint having them in stores this sunday the 15th, so that will tell if the exchange is still going on.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

That would be awesome. Thanks for the heads up.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Could you please direct me to the thread, since I wasn't able to find it.

Thanks.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Better Business Burea

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Went in and picked up my new in box TP2 on Wed. They activated it and also gave me back the old TP1 :confused2:

Rock on Sprint! :headbang:

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Thread is here: http://forum.ppcgeeks.com/showthread.php?t=95946

Been waiting to try one of these out in the store before making the jump.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Amazing.
I talked to a guy yesterday who just got his 7th TP for various reasons...

Do you guys wonder if they are taking the TP's you guys are trading in for TP2 and then refurb'ing them and giving it back out...:)

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

yes went to day and they gave my a new one right the box. but i'm going to miss my tab button and flash but o well. Its sad i had to go thur 8 with real problems to get a tp2 Now it time to move on c yall guy later and gud luck

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

That sounds to me like NIB TP2's, not refurbs. I would say this thread more or less relates to people getting refurbs, as it is lower on the WEL list and is what is SUPPOSE to be exchanged with. However, some have been getting NIB TP2's...

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

So I just went in today with a newly activated TP with the oily patch. This would be a first replacement. The rep offered me a TP2 right off the bat. He showed me the computer screen and the TP2 is the first device on the list. It is out of stock for replacement (he also showed me this). Not to seem very eager, (after all this is only phone #1) I simply accepted the refurb TP1. So here's my take on it as others have said : I believe EVERY store can offer a TP2 for replacement, you just need to wait till they are in stock (for replacement). Those who are being shot down or where the TP2 isn't even mentioned are IMO simply dealing with a rep that is aware that they are out of stock and there really would be no need to mention it.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

My 3rd TP has been slowly getting hotter and draining the battery faster with shorter and shorter use periods. I had a full charge at 8am this morning and by noon it had shut off due to a critically low battery. Good coverage area with no apps runing. In fact, I didn't use the phone but once to check email! ...I digress.

The good news for me was that because of the above issue and a number of other annoyances with the Touch Pro phone, I get my choice of phone as a ESRP replacement. I was offered the Hero, Pre, Moment, and TP2. I'll explain how and why.

As I said before, I've had numerous issues and the refurbs are getting any better. Sprints position of offering downgrade replacements isn't acceptable to me and due to the grandfathered and unique nature of my service plan, the Blackberries would've required upgrade to a new everything plan. I was not excited at that prospect (both for a blackberry and for a more expensive plan).

The service rep at the store is the same one I've dealt with for all my repairs and she recommended I call CS to see if they would be able to offer any solutions to find me an equivelent, reliable and non Touch Pro phone. I got bounced through various reps and eventually was offered my choice of comparable phone and a service credit for my continued issues. This is important: Be polite, don't make unreasonable demands and explain your situation. If the soultions presented aren't fair, express your dissapointment, but do it with class and courtesy. This goes a long way.

I've got a tough decision in front of me. If I choose a moment, hero or pre for my replacement I have to change my plan. If I choose the Touch Pro 2, I don't.

Is the Touch Pro 2 that much better than the Touch Pro? I have played with the Hero, but noticed that it got laggy when multiple programs where running. I haven't played with the Moment or the Pre but they intrigue me. I haven't played with the Touch Pro 2. I have watched various video reviews and read many other reviews. Is the service plan increase worth an android phone or should I set on the TP2?

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

if you liked the tp, you'll love the tp2. it's a tp with a bigger screen, but not the overheating.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

My wife purchased a new TP1 in June, by Oct. the keyboard had failed. Fine. Warranty claim, refurbed device, but the refurbed phone won't receive calls consistently, 8 out of 10 calls won't come through (I have 3 TPs on the account testing side by side). I called back and the rep slipped that they could only process 3 warranty exchanges per year. I stated that replacing a broken device with another broken device wasn't solving the problem. I stated I wanted a NIB TP1 or a TP2 because I knew that many known issues had been cured in the TP2. I got the refurb same device or Curve/Tour/PalmPro offer but stated that they weren't comparable and a refurb was not adequate after such a poor first go around and after all I'm only entitled to 3/yr, I shouldn't have to use all three because Sprint TP refurbs are crap. Rep 1 was excellent, she spoke with her manager, approved the TP2 but said it was OOS and that I could check back each day until it was in. Called back day 2 and got a bullsh*t run around. My acct. was notated "customer requested nib tp or tp2 but item is out of stock, customer will call back periodically to check availability...", I had her name, id #, and state she was calling from. The representatives (and supervisor) on day 2 completely refused what I had been told was approved by representatives on day 1. I had to threaten cancellation, and talk to several more departments. Unacceptably poor customer service, why should I have to go through this twice with account notation. I spent maybe 40 min. troubleshooting with the representative on day one before she agreed to a NIB TP or a TP2, it took me nearly 2 hours on day 2 just to get back to where I was on day 1.

The fact that this is at Sprints discretion is horrible, they wasted my time for no reason. Their refurbed devices are obviously faulty and inconsistent treatment within the system is terrible. I would have gladly accepted a nib TP, the other 2 on my account work fine. Sprint has acknowledged the device (especially refurbs) has many issues so to offer an upgrade or a nib device makes sense. It is about supporting your product not getting something for free. Sprint could have spent money investing in R&D for the TP1 or invest in a better refurb dept. but chose to spend that money on R&D for the TP2 (I know its htc but must of spent some $ on development) and advertising the Pre. They left all TP1 owners w/ issues to suffer an endless tirade of poorly refurbished phones. People aren't scamming Sprint for an upgrade, hardware is basically the same, save for screen size and some things are lost, like the flash. Sprints problem is not acknowledging such a drastic rate of failure in their refurbs and then doing their best to cop out on responsibility.

Phone companies don't make their money selling phones, the service is where profit is. Most smartphone users have higher end plans and therefore make them more cash. It would be in Sprints interest to maintain good relations with these customers. Most TP1 customers are not as discerning as those on ppcgeeks.com, they are everyday schmucks who just bought the Ferrari of phones to be cool, they don't flash or look for apps anywhere but the Sprint Marketplace. Sprint is banking that most of these people won't notice what they are losing when trading for a Tour/PalmPro. For the rest of us, we must argue for a reasonable replacement. If the TP2 has been offered to other customers as a replacement there is a reason. It is a more stable, better developed phone but comparable in hardware. From what I've read they are banking on a lower return rate. By ever offering the TP2 as a replacement they are acknowledging that the TP1 is faulty in ways that have been fixed by the TP2. But whats happening is they are not acknowledging this to everyone.

Why should one customer get drastically different treatment then another? All cash is green, why give some a run around? The answer is...because sometimes they get away with it. Its the same reason you receive the "sorry but your rebate could not be processed" postcard. Most everyday schmucks go "Oh darn I wonder what I did wrong, better luck on the next rebate". They don't fight the system for what is rightfully theirs. Sprints responsibility is to provide the product as advertised. When the phone is poorly built or serviced inadequately that is Sprint not living up to their side of the contract. Ppcgeeks.com should take poll to see how many refurbs don't have to be returned. I've read most of this post and other insurance claim posts and it seems not many with a refurb are very satisfied. I will continue to call back for a week or so to check on OOS availability before I escalate it again. I want to state this again the TP2 is not enough of an upgrade in devices that you should feel bad about getting one. By ever placing the TP2 on the WEL list Sprint was acknowledging that it is a comparable device. The fact that they gave me two very conflicting stories means they are hiding this fact.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

punctuation is key, no one is even going to read that jumbled mess of text.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

i meant SERO with perks not phone:), you know the usual stuff, bonus mins, 6pm nights, unl sms, 3# any network unl. etc.... Sero plan is long gone and whoever still has it(like me) would not trade it for anything, i heard of people buying those plans though(friend bought it for $450 off a guy last month(his had all i mentioned above + unl incoming calls) so if you really interested i am sure you can find someone willing to part with it(not me)

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

=D>:headbang: Hell yeahhhhhh! According to the Sprint Rep I just spoke to at a Corporate store. I should be getting a TP2 tomorrow!!! Finally some kind of resolution. I hope they arent jerking me around. Think I shoulda got it on paper?

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I do. I was promised a TP2 by a rep over the phone and they even placed the order. Turned out they ordered me another TP and acted like they had no idea what I was talking about when I mentioned th TP2. Later I went into an actual store and they ordered me one and gave me the order form to verify.

Since you went to a store they and spoke to a rep probably ordered you a TP2, but after my experience I will always ask for some type of conformation.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I prolly should've. I did ask him twice tho if he was sure I was going to get the TP2 and he said yes, I personally put the order in for you. He was a sweetheart and I told him before I even went in that if he was able to help me solve my problem (neva mentioned the TP2) that I would buy him dinner. LOL

But yeah according to him I'm gonna get it. If not I will throw the biggest hissy fit in that damn store and everyone will be watching me on the news being carried out by 2 Security workers! http://i97.photobucket.com/albums/l2...92/Tantrum.gif

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

My touch pro was overheating badly, and the keyboard broke as well. And then the other day, the screen went out. It was my forth touch pro, so I decided to try to get a different phone.

First, I went to a near by ASC and they declared the phone defective and offered me a few options.. Including the touch pro 2. It showed up Warehouse In-Stock - Yes, but everytime he tried to order it, it would tell him its out of stock. So basically I left the store empty handed.

The next day, I called customer service, which they transferred me to tech support. I talked to them about my problems, and they transferred me to a supervisor. The supervisor told me that the touch pro 2 is an option but is on back order.

After the call, I went to a corporate store. At this point, I needed a replacement phone very badly. They declared the phone defective, and told me that they will get me a touch pro 2 which will be here the next day.

I called today, they said its waiting. Got my tp2.. BNIB.

What I learned.
1. ASCs have less privileges than the corporate store.
2. Different stores have different policies.

What to know
1. Be polite and nice.
2. Sprint DID NOT remove the touch pro 2 off of the WEL list. I've seen it on the computer myself. It's just OOS.
3. Do not ask for a touch pro 2
4. I was offered referbs from ASC and tech, but according to the corporate store, they have a different inventory of BNIB touch pro 2s. I do not know what allowed me to be eligible.
5. I did not ask for a TP2, they offered it all three times.

**I will add things I missed accordingly.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

tried *2 talked to about 4 reps, finally Advance replacement they ordered me ANOTHER TP, I was thankful but dreading another refurb, I didnt want to press the "give me a different model" angle, but was being persistant that TP is the problem, and another phone would be a better option, however my damn TP restarted AS we were ending the ordering process, only reason I know it is coming is the confirmation email. I dont want ANOTHER set of new possible worse problems. I dont know what to do though other than let it show up and see how it performs.

The saga continues.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Yes Im going through the run around with asurion now this is my 4rth or 5th touch pro that I have had cant even keep a count on how may I have had I did lose one and yes that was my fault but that one actually didnt have any issues. SO I called as I am getting this weird thing where my text messages I send a text and it stays in my inbox like its a message im receiving. Anyway I called talked to a guy yesterday and he goes through the whole reset practice the phone works afterwards so he says to me if in 24 hours to 48 hours you experience the same problems call back and we will issue a replacement because you are within a yr warranty from us. He then says and I quote "sprint is not allowing us to issue TP2's as replacement devices for the TP as it is such a new device" ..IM thinking in my head this guy is serious wow he really just told me about the phone like hey yeah we have them but we cant give it to you....SO then he says" but we can offer you the treo pro, htc snap, or the blackberry (dont even remember what one he said because I HATE BLACKBERRY) SO then im thinking in my head ok dude I will talk to a different rep because when this phone ends up screwing up again and what do you know its messing up again so I called today and they are like yeah our systems are down because we are making it better for our customers blah blah im calling first thing in the moring and I will not get off the phone until they issue me a touch pro two or do something to compensate me because this phone is ridiculous.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

They didn't offer me a TP2 at all, I got offerd a BB, A HTC Snap, and a Treo Pro. I said hell no... SO they were gonna order me another Refurb TP until I asked if I can have a NEW one. He said sure since this was my 5th one this yr.... Hope everything works now that I got a New one instead of the crappy refurbs...

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I think a real factor in this ordeal is what type of store did everyone take it to? I had a problem with the charge jack on my TP a few weeks back, and I took it to a corporate store. The tech offered a replacement, and I asked him nicely "what are my odds of gettting a TP2?".
He then asked me how many times I had brung it in, when I explained this was only my first time, he said "well....I cant give you a TP2 just yet. If you keep having problems with this new TP, bring it in and we can swap you into a TP2"

So it sounds like the corporate stores are giving TP2's but only if you have had repeated issues with yout TP.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

damn people start a new topic this one is old

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

That does not seem to be the case here at my corporate store. I'm in there at least every 2 weeks or less. I've had countless refurbished TP's (8 or more refurbs) and they've also supposedly fixed my phone but still no TP2. All they offer me as a replacement are another refurb TP (they won't give me a new one), HTC Snap, BB Curve and the Treo Pro. Some of you guys are lucky. I've had so many problems with this stupid phone and they won't budge. I'm finished with sprint when my contract ends in about 8 months. So sick of there bull****!

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

The randomness of everyone's experiences tell me that it is not the type of store, (my experiences were with a 3rd party store) it's the management and the luck of the draw with phone CS.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Find a new thread to read. Some people find this interesting and helpful. Obviously, you aren't one of those people.

For being a member for less than 2 weeks, you might have a little more respect for the forums here. Yeah, you're gonna see threads that you find completely pointless, but you don't need to post in that supposed completely pointless thread.

People have had some serious issues with their TP, and any way we can help out our fellow PPCGeekers, we do. That entails everyone telling different things that have worked, different things that haven't worked, and different things they want, no matter the issue: different .cabs, different phones, reg edits.

So please, before you post anything, just think: Is this going to help my fellow PPCGeeker?

Oh yeah, and use the search button....:thumbright:

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

this is what is posted a while back. some folks have to understand that it is up to cs or the store. so be nice! @ coolwhip, great post!

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Anytime...

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I can’t believe so many people didn’t know about the sprint replacement game. I have been doing this for years with the treo. Each time a new model came out I went to the store said there was a problem with my current phone and was given the newest model.

The problems that people are running into has to do with inventory and the way they are going about requesting a replacement. If you go to a store that has the TP in stock then you will get a TP. So you have to find a store that is out of stock of the TP but has the TP2 in stock.

The TP is known for having problems. When I bought mine the sales person actually tried to talk me out of buying the phone. So you can say just about anything is wrong with the device.

In a sense it's up to the store and some stores are more replacement friendly then others. However you have to look at the bigger picture, plead your case properly, and remember that you are the customer. I’m not saying I would be an outright prick however being too nice will allow the store to walk over you. If the rep/manager feels that they can sell you on another TP then that’s what you’re going to leave the store with.

Now there are some things you can do to make your case stronger. First and foremost go to the store where you purchased the phone originally. Also before you start complaining about wanting a different device make sure the store you are at has replaced your TP at least once.

After the store has agreed that your device is defective don’t out right ask for a TP2 or at least not at first. Now once again, if the store has a TP in stock that’s what you’re going to get. If the store doesn’t have a TP in stock then they have to abide by the TEP policy which states “Your replacement device will be the same device as your original or a comparable device with similar quality and features.” The store of course is going to offer you blackberry and Palm OS related phones but all you have to do is let the store know that all of your programs are windows based therefore blackberry’s and Palms won’t be compatible with your existing programs because they don’t have similar features and they are cheaper then the TP.

At this point you want to ask for the TP2, the store has already let you know that they don’t have your phone in stock so now it’s a matter of them giving you a comparable device.

Remember to bring up important facts like, when you purchased your TP it was the most expensive phone sprint sold. Make sure they realized that you paid top dollar for your paper weight. Also bring up the fact that the phone model is defective, proven by the fact that you have had your TP replaced multiple times but are still having issues. Make them realize how unacceptable it is that you have to keep coming back to the same store to have your $600 device replaced. And as far as comparable device with similar features, the only option is the TP2. Mainly because the replacement device has to first use windows mobile and the only sprint phone using this OS with similar features is the TP2.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

quattro...welcome to the battlefiled soldier!(standard 1st post saying)

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Well stated

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

yeah to that poster that said a new thread already......yeah thats all I have to say I was part of the same mogul thread before I got it replaced with tpro...but yeah SO it seems all of you all going through issues with the actual store Anyone out there like me who is getting the run around with Asurion the insurance company?....they are the ones who offered me a treo pro, snap, or crapberry.......well anyway when I called back and talk to them they said that they would ship me YET ANOTHER touch pro but they have to wait until I mail the other phone that I was suppose to send them back...Yep thats right they havent even recieved the phone this one is replacing and the replacement has broke...yet they still want to send me another tpro this is so comical its not even funny. wonder if this will be a new in the box TP or will it be a refurb like my last.

I held Atandt tilt 2 today and well needless to say im in love so JUST GIVE ME THE TP2 already

geez ok enough venting lol

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

My problem is unique in the sense that I only have 1 corporate store in town which is also the only repair center as well and customer service reps tell me that they can't order me any more phones due to the system locking them out after reps order 3 replacements. Now my only option is taking my phone to the only local store that I have issues with their service.

This last time that sprint sent me a replacement phone it came with a more than usual gap between the keyboard and screen. When I attempted to take it to the only sprint store they gave me crap that its normal for a refurbished phone and the tech adjusted it the best they could. It took me 3 calls to customer service and for a supervisor to finally speak to a manager at the store to have my phone replaced with another TP.

Frankly I'm tired of this phone. I've gone thru 5 replacements. 3 advanced exchanges done by the reps over the phone and 2 at the store, for a dead screen and dead keyboard. I couldn't even get the store to replace my phone or fix it for that matter when I had the oil smudge these phones get. They acknowledge the smudge was there but told me they couldn't replace it cuz it didn't get in the way of the phones functions.

After all this I'm ready to walk away from Sprint after 8 years but unfortunately I'm in contract until 10/10.

Also don't know about you guys but I hate that the stores and phone reps easy answer to my issues is " I see you have insurance, why don't you make a claim?" F-them why should I dish out $100 and use 1 of my 3 claims for a defective phone. My claims are for my f-ups not for replacing a phone sprint should be replacing.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

i just checked the adcance exchange. TP still being replaced with TP. Damn i missed my turn. oh well keep on trying i guess