Re: Sprint replacing Touch Pro with Touch Pro 2!
 

It really depends on who you get with multiple exchange. I was directed there eventually and they told me that since I had more than 3 exchanges, I would have to go to the store. There was no way out of it. Also, they refused to replace my TP with anything other than another TP.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

For those who are not lucky enough to get the Touch Pro 2, I spoke with someone from Sprint today and apparently they have a bunch of NIB Touch Pros left. I personally prefer the TP over the TP2. So if getting the TP2 is not an option for you, inquire about a brand new TP.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I asked if they could give me a brand new one because all the refurb ones they have given me has given me constant problems.. The tech guy said they can only give " 'new' (but are actually refurb.)" ones.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Well my saga may be over, I dont want to jinx anything but after speaking with Corporate Exec Suppor for weeks with a board review case ultimatly denied, visiting a dozen ASCs corp. service centers miles away, and worst of all 5 crappy refurb TPs. I believe I have been sent a NIB replacement TP2. I still dont believe it but after calling *2 last night talking to a helpless CSR in advance technical support, then further to a sypathetic and empathetic manager in escalations, the statement, "a TP2 would be the most compatable to your phone Mr. XXXX where you would like that shipped?" Flabbergasted I asked him to repeat that statement and had him send it to my office, will be here on Monday. I called this morning because my expected email confirmation had not arrived, the *2 CSR confirmed it has been ordered and is a TP2.

Back to my original success call... I offered to speak to any of his superiors to commend him on looking for a way to end my bloody trail of failed notes on my account, solving my issue, and securing a customer for the next two years when my contract come around again. He simply replied requesting that I respond positively on my survey. I was even offering to send a handwritten letter to whomever would appreciate to hear that he is a standout employee and manager. Too humble to offer an address.

Anyhow my advice to fellow owners of a chain of crappy refurb TPs, follow the steps outlined in this thread, and THEY CAN DO IT, my account was appearantly notated from the Corp repair center to NOT replace with a new phone! I was told back and forth go to a corp repair center only to be told I would have better luck on the phone. The escalations guy was like, well we need to figure a way around that because this is bullxxxt. The squeeky wheel gets the grease folks, keep on it you will be served, stay calm, polite, persistant, and have a legitimate claim.

GOOD luck, my fingers are crossed for monday!

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

ugh i juss spent 3 hrs on the phone with sprint. nothing happend!! i finally got to the management of escalations and theyre telling me right now that i can only get the touch pro 2 when its available in reconditioned models...theres has been so many etickets and notes on me, they're saying that i have to now goto the repair centers to get my phone replaced. i asked directly from escalation management if i can receive the touch pro2 because it was a comparable option to my phone however they said i have to wait til they get reconditioned ones touch pro2 in stock. i told them many customers on the internet were offered this phone NIB and how come i was not. she simply said that she has no idea where theyre getting these NIB touchpro2. i am going to a repair center later today and see what else they can help me with!! half of my casing of my phone is missing.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

The online advance exchange site has been permanently decommissioned:
---
Dear Valued Sprint Customer:

Thank you for your interest in Sprint's Self-Service Phone Replacement web tool. The web tool was decommissioned on December 11, 2009. Your phone repair needs can now be met through one of the following methods:

All customers can visit a Phone Repair Center to have their handset diagnosed and solution provided. To locate the nearest Sprint Phone Repair Center visit Sprint.com/storelocator and select Phone Repair Center Search.

Corporate-liable customers also have the option of getting phone repair support by contacting Care.

Business Customers can call our Premier Care solutions groups by dialing *2 from your handset or at 800-927-2199.

Business/Government accounts with an assigned representative can contact their respective Dedicated Care Specialist.
---

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

You should still be able to call for an Advanced Exchange.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

from this statement, you missed everything said in this thread and that's why you didn't get one. i keep telling you guys and gals over and over to NOT go in talking about other people or a list. everytime you do, you will be denied.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

yeah see...now my options are done with.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

WOO! Grats on the TP2 shatner! I went to some stores in the Nashville area to no avail, too. What a bunch of D-bags. I just got TP #5 today, and it's still got an issue. I am supposed to get a call back Monday night from Jamie, a manager with Adv. Tech support. I dunno if she'll call. But I think she will, her rep did, and she had a great disposition and sense of humor.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

your other post said you were missing half the case. you can always file an insurance claim, seeing that it would be considered physical damage.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Not necessarily. If you have more than one store in your area, you can try a different store. If you don't then you could always try *2. It seems the ones that have had success are the ones that have been persistent, yet professional, and "played dumb" regarding what other phones were available that match the specs/abilities of the TP1.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Just received my touch pro 2 today in store, Denver, DTC service center. I told them the keyboard crapped out on my first replacement. The lady asked me if I would mind a different phone, and I said I prefer windows mobile, and boom she gave me a pro 2, took 10 minutes. I went to chat online though and asked and complained that tech support couldn't help me and they made notes, AND I told her I need something ASAP as I will be travelling soon...it worked, couldn't believe it. I love this phone!

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

After many phone calls and trips to different stores I finally have a TP2 on order. Today was very different that all the other trips. I walked in to the Corp Store, handed them my phone and 10 min later they ordered my replacement. This was my 3rd Touch Pro this month and was offering the typical issues.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Art, THANKS and I wish you all the luck you can get.

Believe me if I could point you in a helpful direction I most certainly would but you got the gist of what to do now and I think you are hitting on a good vein so keep that CSR line open.

I just keep stressing to CSRs that I was disappointed with spending good money on their flagship phone rather than switching to iPhone and then made to feel guilty that I had 5 replacements! I mentioned how I drove the 88 miles round trip numerous times to visit the corporate service location to be treated poorly, even lied to, every time. (those guys over there dont care about anything but a sale and put little effort or care into even that I watched people leave pissed one after another at each visit)
Thankfully the escalations manager was sympathetic. He knew the value of keeping a customer. If this CSR fails, try again and only go the asurion route if you can be assured you can have sprint reimburse your account.

Let us know how it goes! And my suggestion is Cellular Concepts in M'Boro and Smyrna or Absolute Wireless at Vandy are the only stores worth troubling if you have further issues, the others proved to me why I will not ever return.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I'm telling you guys, we should do a class action law suit. When and where else would customers put up with this sort of treatment? Seriously?

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I was told in store that Sprint would reimburse me for going through Assurion. The CS I just talked to on the phone said he'd never heard of Sprint doing that.

I'm in the same situation for going to a corporate store, or any store with repair, the closest is 40 miles from me so telling me to go to a store every time is quite frustrating. I had to have at least 8 store replacements on my Vogue. I went Assurion and they sent me a Touch Pro and I got it Monday.

Right out of the box it was barely getting any reception. Where my vogue kept about 3-4 bars of EVDO, never 1x unless on the phone, and never roamed. I received the phone at work, went between one bar of EVDO, 1x, roaming, and then drop all signal. I got home I was getting one bar of EVDO, 1x and roaming. I called sprint and went through their steps. Hard reset the phone a couple of times, went into the ## menu and reset the data profile a couple of times. Redid the programming, set the roaming option to Sprint only, peaked at two bars after a call tonight. Lady told me to call back if it doesn't get any better.

Phone froze on me so I had to pop the battery. Phone didn't want to turn back on and had to remove and reinsert the battery a couple of times for it to come on. Then I was getting 0 bars but it says EVDO. I called back and the guy I talked to told me I had to call assurion, made notes and hung up. Turns out it was 5 minutes until they closed.

Called insurance and they said they could mail me a label and I'd send back the current phone and when they got it and processed it, they would send me another one. I double checked that it would be another Touch Pro and told them to make a note and I'd try the Sprint store as I use my phone for business and can't go a day without it, and definitely not a week or what not.

Guess I'll be heading to the store tomorrow. I just have a couple of questions.

One night, with a very important conversation, I had at least 10 dropped calls in 5 minutes. More of the night was spent calling back than actually talking. My old phone would drop a call every once in a while. Is there anything they can check with signal? I'll be going into a bigger town with better coverage, I'm afraid they'll tell me it is just fine.

It's only really overheated that one night that I had all the dropped calls. It gets warm but not that bad, but not sure how warm is acceptable or what is too hot. It does quit charging sometimes, I assume from heat.

It has completely frozen twice. It has turned itself off three times randomly when I've opened up the keyboard. It has turned itself off once in my pocket.

Sometimes when typing on the keyboard no text shows up. Not just lag, but nothing. I can let it sit and it never shows up. As soon as I close the keyboard though the text will show up.

I also get bad lag. The text messaging says I have texts even after reading them, have to cycle through them slowly on the touchflo screen for it to clear, sometimes sent messages are shown as unread texts. Sometimes the keys (like directional, home, back, talk, end) don't work without touching the screen first. Sometimes it's the opposite where I have to use the keys before the screen works for touch. Sometimes I click on the start menu and try to use the directional keys and it controls the touchflo that's behind the start menu. I used the enter/center button once and it started playing music after opening the programs menu. It confused me for a few moments.

I understand the unread texts is a common problem with the rom. I'm pretty sure everything in the last paragraph/run on is probably problems with the rom.

So my questions are, how much of that info should I tell them about? If they are random, unpredictable, sporadic things will they just tell me there is nothing they can do? This store knows me from all my issues with the Vogue/Touch so I'm not sure how they'll treat me with this phone.

Any suggestions? Thank you all

Edit: I started reading at the beginning, not sure how far I got, then started at the end going backwards and I'm on page 200 now. I just want a working smartphone that will work with my sero plan. So just wanting to know how to get them to fix it or replace it. I'd like the TP2 but a working TP would be fine too.

I also have not asked CS for a TP2 or even another TP I have merely asked for troubleshooting and the only one they bother with is the signal and ignore the other problems I tell them.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

You have better luck with Sprint it seems. The townhouse community I live in is built with cement and lots of steel. Reception inside my house can range from 3 bars to none. If I stand directly in front of my house, I get dropped calls and roaming. :angry7:

Called Sprint to ask them for a solution, and they said there's nothing they could do and the reception is fine. I sent them pictures of my roaming and one to two bars and they ignored me. :angry7:

My girl goes down the block, out of our community, into another community, and her reception is worse than here. I can barely hear her on calls between our house and the other place. :angry7:

Your keyboard issue is a loose or broken ribbon cable. You may notice that it starts typing again if you smoosh the keyboard into the body. Time to ask for a new keyboard or new phone (my Sprint store knows to replace just the keyboard and tape down the ribbon cable). :disgust:

The overheating and freezing may have to do with the older Sprint ROM before this most recent one. They gave me another TP and the problems all went away (freezing, crashing Opera, hot to the touch during charging, etc). Some of the issues are also Windows Mobile related, so a custom ROM would help. Otherwise, with a TP2, you're just looking at the same issues with a slightly less powerful phone that has a bigger screen.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

bump!

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Less powerful? I thought it was rated the same speed but a newer processor.

My barracks in South Carolina were concrete and steel as well. I know that issue.

That was better luck with my old phone. My new phone has no luck really. Tech support has looked at the maps and all said that I should be getting better signal. Just wondering what the store will say.

I have the newest rom I believe, 2.01.651.6. I don't plan on flashing to third party roms any time soon. I did it with my vogue, could buy one cheap as replacement if needed. And as bad luck as I've had with phones, I don't want to have to take in one with another rom on it. Two of my vogues lost use of the usb port.

I only have two stores, each between 40 and 50 miles. Only one pops up for Austin when I put in my zip. I'll have to take a closer look at their map.

I'd actually read that while I was posting.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Yeah when mine broke about a month ago one sprint rep at a store told me that they are replacing TP1's with TP2's and to mention it to Asurion when replacing my phone.

You guys are right, that isnt a good idea. They wouldn't budge. I just said the rep told me to ask, which he did.

So I got a new tp1 from asurion at least. Hopefully it breaks soon lololol

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

any of you people with reception issues try to get a free airave? i got one and the fees waived for 2 years because of dropped calls and low signal bars. according to sprint's map, i'm in a best coverage area. but i have a tv antenna and microwave transmitters very close to where i live.

heck, i had the same problem with their mobile broadband. i finally cancelled the line, without having to pay a termination fee because there are quite a few known issues in my area.

ask for retention and good luck with the airave.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Does anyone know how to sync with windows 7? I installed the disc but haven't been successful syncing yet with WMDC.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

once you connect the phone, wn7 will download the drivers needed

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I've had problems with this before sometimes a firewall can block it

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Yeah I got one for free as well. I had a genuine issue, my old house got zero reception.

I found the airave to be cool but worthless if im downloading anything. I think it takes too much upload bandwidth bc my connection is the faster cable like 1/mb a sec down

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I live in the country where Sprint's 3g is my only form of "broadband" which really sucks for me, so no airave.

Went 40 miles to the Sprint store. Tech has it for a whole 5 minutes and comes back and tells me the signal and battery tests are fine and have to call insurance.

I'd managed an hour conversation with it last night. 8 bars of power to start with, dead after an hour and very hot. My finger tips are sore like a burn from a hot plate or such. I think that was probably from pulling the battery out of the phone. Vibrate no longer works.

Phone was fully charged when I left for the store. 40 miles with only a couple of texts, no wifi, one website pulled up, and the phone is almost half dead by the time I get there. But the battery test says it's fine.

Called Sprint, very friendly lady gets on hold with another department, puts me on hold for a while, finally comes back and says they won't do anything for me and I have to go through Assurion. Call up Assurion, finally talk to someone, tell him my issues. He forwards me on to another guy. He tells me the department I need to talk to doesn't work on the weekends and they'll call me 24 to 48 hours. I assume he means starting monday. They tell me to pull the battery out and to never put it back in because it overheated. Asked for a phone number for the department to call me at, my cell phone is my only real form of communication. Plus I have out job applications and resumes and that is my only contact number listed. I shall see what happens but I have to keep using this phone anyway. Just no long phone convo's and charging.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I live in the country where Sprint's 3g is my only form of "broadband" which really sucks for me, so no airave.

Went 40 miles to the Sprint store. Tech has it for a whole 5 minutes and comes back and tells me the signal and battery tests are fine and have to call insurance.

I'd managed an hour conversation with it last night. 8 bars of power to start with, dead after an hour and very hot. My finger tips are sore like a burn from a hot plate or such. I think that was probably from pulling the battery out of the phone. Vibrate no longer works.

Phone was fully charged when I left for the store. 40 miles with only a couple of texts, no wifi, one website pulled up, and the phone is almost half dead by the time I get there. But the battery test says it's fine.

Called Sprint, very friendly lady gets on hold with another department, puts me on hold for a while, finally comes back and says they won't do anything for me and I have to go through Assurion. Call up Assurion, finally talk to someone, tell him my issues. He forwards me on to another guy. He tells me the department I need to talk to doesn't work on the weekends and they'll call me 24 to 48 hours. I assume he means starting monday. They tell me to pull the battery out and to never put it back in because it overheated. Asked for a phone number for the department to call me at, my cell phone is my only real form of communication. Plus I have out job applications and resumes and that is my only contact number listed. I shall see what happens but I have to keep using this phone anyway. Just no long phone convo's and charging.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I live in the country where Sprint's 3g is my only form of "broadband" which really sucks for me, so no airave.

Went 40 miles to the Sprint store. Tech has it for a whole 5 minutes and comes back and tells me the signal and battery tests are fine and have to call insurance.

I'd managed an hour conversation with it last night. 8 bars of power to start with, dead after an hour and very hot. My finger tips are sore like a burn from a hot plate or such. I think that was probably from pulling the battery out of the phone. Vibrate no longer works.

Phone was fully charged when I left for the store. 40 miles with only a couple of texts, no wifi, one website pulled up, and the phone is almost half dead by the time I get there. But the battery test says it's fine.

Called Sprint, very friendly lady gets on hold with another department, puts me on hold for a while, finally comes back and says they won't do anything for me and I have to go through Assurion. Call up Assurion, finally talk to someone, tell him my issues. He forwards me on to another guy. He tells me the department I need to talk to doesn't work on the weekends and they'll call me 24 to 48 hours. I assume he means starting monday. They tell me to pull the battery out and to never put it back in because it overheated. Asked for a phone number for the department to call me at, my cell phone is my only real form of communication. Plus I have out job applications and resumes and that is my only contact number listed. I shall see what happens but I have to keep using this phone anyway. Just no long phone convo's and charging.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

update : tp2 are now in stock...got mine ordered should have mine by tues. or weds. since they said will take 2-3 business days and i was told will be nib....i rally hope the tp2 isnt going to turn out like my tp has been...good luck to those still trying..

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

For those who are having trouble with getting your TP swapped with a TP2, do not give up hope! I decided to call CS today instead of driving 30 miles to the repair center about my 3rd TP (got on thursday) about the same problems i've had with my other 2. First call was a total fail as the lady told me to go to a Sprint repair center...

I called again to have a different CS tell me the same thing, but I asked to be forwarded to escalations (whom i had terrible experience with last week). This time i had the most fantastic lady, Tanya, who went out of her way to help me out. She told me that they are out of stock of TP2's but she found one at a sprint store which is 40 miles away from my home... Drove all the way out there to be told that they did not have it... How frustrating!!!! Driving 80 miles for absolutely nothing. They ordered me on and I will be driving another 80 miles on Monday.

Long story short, skip over customer service and ask for escalations. Like others, it really does depend on who you have as your representative and also, be nice! They really don't need to help you if you're being demanding and rude.

It's still possible!!!

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

+1, I had one ordered on Friday. Called *2 yesterday and they confirmed. I will add that I went to a 3rd party store on Friday and was told they were OOS..then I went to the Corp store and they were able to order it. They didn't even really look at my phone.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I keep getting the BS runaround. im sick of dealing with these crappy phones. I just wish they would either get me a touch pro that is decent, or put me in a tp2.

I actually reported my saga to The Consumerist this morning.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I'm surprised to hear that people are still having so much trouble. My local Corp store is very difficult to deal with most of the time and they swapped no questions asked. The rep there told me that HTC is actually footing the bill on the replacements, so they really have no problem with the swap..if that's really the case why does Sprint even care? Just make the swap and be done with it..Sorry to hear bro, I wish you luck.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Wow, that's the first I've heard of HTC playing a role. I wonder if they (Sprint/HTC) just dont want to spread the word about it. I mean how much would both stand to lose if everyone were going to turn in their TP1 (or at least the one with problems - which is still a lot it seems).

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Couldn't you have it shipped to your house? lol

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

out of stock! :(

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

sprint is replacing my Touch Pro with another Touch Pro.

The rep said I could have swapped the touch pro for a blackberry curve, palm pre, htc snap or palm treo 860.

The rep said that the touch pro2's are not available. I assume that is the end of the upgrade to touch pro2.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I didn't think about that until i left- as i was quite furious and frustrated, i then tried to call the store but they didn't pick up... :/

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I got the same answer when I called escalations.. Guess they have been out for awhile, but, just ask them if they can find any store within your area that might have one in stock. Even if the store doesn't have it in stock, the store can order it for you. (at least that's what happened to me)