Re: Sprint replacing Touch Pro with Touch Pro 2!
 

this is sounding to me like a store to store issue. many of you are jumping through many hoops with little or no luck.

i had zero problem when i took my tp in earlier in the week when the modem wouldn't work. i didn't even ask for a tp2, it was offered to me if available.

i guess i am very fortunate. it sounds like it was a corporate mandate to replace defective tp's with the tp2. but as usual, in many cases, the left hand isn't talking to the right hand.

good luck.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

im so pissed of right now... so ive had 7 different touch pros, all have gone to shit... for bad keyboards, internet not working, screen dieing, all kinds of stuff...

so again i take it to sprint and tell them that this is just bull and that they need to do something about it, that i cant tell how many people have gotten the tp2 for smaller stuff that what i had happen to mine and again they say they will send me another refurb tp..:banghead:

i call sprint and get the same run around.. what do i have to do break the damm phone my damm self to get a phone that works... the messed up part is i havent done anything to the phone to make them break..

im so pissed angry9:

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Well patience is key in this sort of situation my friend. I had the same problem with my old Mogul and Touch. You should'nt go straight in and say, "But there's other people who got the Touch Pro 2, why can't I?!" They will immediatly say, "Just another scammer...", and will tell you everything you don't wan't to hear. Just go in there with a straight attitude, and say something like, "Sir, I am fed-up with this phone. I have had it replaced numerous times, and it is still giving me the same problems. I can't work with this phone anymore, and I wan't a different phone. It is your job to provide your customers with working phones, and with this phones history, I want a different phone. The Touch Pro 2." Say that, and tell me how it goes. And also, call Asurion and say the same thing, they are more likely to give you any phone that you wan't if you are persistant and straight-to-the point with them! :) Enjoy.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

thats just it brother, im not going in there being irate, im telling them that ive gone through 7 phones... one of them didnt work out the box, they get the phone they go to set it up and BOOM the phone dies.. ive spoken to managers, ive call retentions, customer service... i dont need a tp2 i need a phone that works.. im tired and at the end of my whits

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

After 3 bad phones I was finally ok'd to get a touch pro2 when they have them back in stock to order for a replacement. who knows how long that is though. im excited but at the same time very impatient.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Hm, well that's interesting. Where are you located? And seriously, try calling Asurion. Their Sprints insurance company who handles all their phones.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

does anyone else see what went wrong with this?

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

located in san angelo, tx and ther only 1 sprint store around here. i thought assurion was only for lost phones.. i shouldnt have to pay 100 dollars for a phone that i didnt break, thats what insurance is for, its sprints phone they should fix it

it may look like im trying to shaft the system but beyond everything i need a phone that works, hell give me another tp, i dont mind i just want a phone that works... there are problems withthe touch pro... so sprint need to see this and do something about it, quit giving out phones that are not meeting their customrs standards. i use my phone constantly i have 3 extra batteries that i charge daily. i just need a phone

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

No no no, Asurion is for replacements, and lost phones. Call them and tell them bluntly exactly what the problem is, and they will take much better care of your problem than Sprint is doing.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

thanks brother ill try that route, hopefully i can get something solved ...

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Let me know how it all goes. I'd like to know.:)

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

this is what i meant.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

That's exactly what I said in my post. :) It just won't work with Sprint, or Asurion.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

i sent a request for this thread to be cleaned up because it's long and i know folks aren't really reading the whole thing. we'll see what happens.
main points
1> do not talk about what other people are getting or you saw this or read that on an internet site.
2> do not ask for a tp2.
3> be nice.
4> if you do not get it, try another store or rep.

and please don't mention that you saw it at ppcgeeks!

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

yes your right, people out the have and are abusing the system, and thats what making it difficult for others that just want a phone that works, harder to get one that works.. there is a difference between being mean/rude and being stern.. i mentioned a tp2 cause thats what they had on display, i mentioned another customer situation cause i work with someone who got one by scamming the system. not cause i speciffically wanted a tp2, but cause i wanted a phone that works and the ones i have been receiving havent done me right in the past..but thanks for all the advice, im gonna call assursion to see if i can get a NEW not refurb phone weather its a tp1 or tp2 i dont rearly care, just want a phone that works.. and for thoes out there scamming the system.. stop!! your making life difficult for thoes that are trying to get a replacement legitmaly..

sorry for the rant

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

i had 9 before mine was replaced. it might sound like i'm being rude, but all one has to do is read this thread. i did and it worked for me. as you read, it's worked for others. but just coming to the end and asking or stating what's already been covered just makes this thread longer and longer. there are reps and stores that don't do it, so go elsewhere or talk to someone else.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Idk if this has been asked but will the old sero work on tp2? I would hate it if they make me change my plan bc of phone issues.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

see post above yours.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Thank you for the reply. Was this recent and any particular special circumstances or details? Thanks again.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Yes it will work with no problem, you will not be asked to change your plan.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

they would know if they read this thread....just saying...

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I know what you mean, but sometimes it's kinda hard to dig up 2,381 post for 1 answer on 1 specific topic. It never hurts to help someone out specially people who we might be needing help from one day. Just my point of view......

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

i've tried to help since i read this thread and responded on page 128. noone wants to read anymore, and that is sad. they want things handed on a silver platter. those who do read this thread have been helped, those that come to the end asking the same thing get passed by. and i am a member of the ppcgeeks "search and rescue" crew.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I read since post one, and was helped. TP2 worth the change. It isnt an upgrade, just a replacement for a faulty TP1 design.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

just got off the phone with tech support and customer service. was told the TP2 is off the list of replacements,and i will be giving another tp in the mail. phones i was offered were the BB Curve, HTC snap , and the palm pre. since im on sero, im not looking to upgrade my plan and get the pre, although i would like it. better luck next time.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

You don't have to read through all the posts, you only have to go through a few pages and you'll find the secret to getting your TP2. Now if you just want people to give one to you on your first try, well, then you're not of normal XXXXXX. And you need XXXX XX X XXXX! So, read directions, do each step and report varying amounts of success!

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

So once again, in case you missed it in 60 pages worth of posts...

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

thanks soldier! people think it's mean to not answer a question that's been answered a 1000 times!

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

UPDATE:

I have a TP2 on order to my house! Should have it Tuesday. I went into the Madison, TN corporate store today, and had to give my phone to the floor reps to take to the tech. I told them I'd already spoken with the manager about the issue, but they didn't really know what was going on. I ended up walking back and explaining what was up to the really nice tech lady, and she said "let me just make sure there's no physical damage, and we'll order you a TP2, cause we don't have any in the store." A minute later she handed me a printout with all sorts of information, a ticket number, sprint warehouse order number, my address, who opened the ticket, who closed the ticket, etc. It has "Exchange Summary" on one side with who approved the exchange, the reason (Multiple Exchanges), and then the SKU (PPCT7380SP) and model name (HTC Touch Pro2), and this: Priority - 5.

I think this goes back to the original posts about the WEL list. A NIB TP2 is still on the WEL for priority 5 exchanges. According to Sprint policy, you quality for a priority 5 exchange after you've had 3 replacements. If you are being denied a priority 5 (NIB TP2) replacement at a corporate store, I would call Account Services and escalate to their management team. The people at that level CAN contact the store manager and CAN issue them to follow company policy.

I broke the rules here and asked for the TP2. The guy from account services ask me right off, "So you're trying to swap your TP for a TP2?" I'm like... yeah... and he said, "ok, good, I think I may have resolved your issue, then!" As if it were completely expected for me to want to get a TP2 after having 3 exchanges.

You shouldn't have to rely on someone's kindness to get you into a phone that works. The TP2 is NOT A MAJOR UPGRADE to the TP1, it's just a revision (that works!). You get an improved screen at the expense of a few non-trivial features (LED and dpad). The specs on the TP vs TP2 are almost identical. The Snap, the Pre, and the other phones are clearly inferior, drastic downgrades, and you should politely refuse them.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Excellent post my friend! Very good job. :)

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

congrats ART!
PM me for a ZIP of useful cabs. I grabbed some off of here to give you as a commencement prize!

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Okay guys. This is how you can get your TP1 replaced to a TP2. If any of you have a TP1 obtained from Asurion in the past 12 months, call them. They offer tech support for any phones u receive from them through a claim. When you call, select the prompt that states if you are having difficulties with a phone you recently received. You will be forwarded to asurion tech support and they will troubleshoot the problem over the phone with you. I had two TP1's on 2 lines and both were asurion replacements with keyboard problems. In any event, they deemed that my TP1 was defective and went to process a replacement. At that point, i asked if i could get another phone and they read off the list of replacements. I asked for the TP2 and received it the following day NIB. This seems to only work for defective replacements through asurion. If you file a claim for damage, they will most likely give u another TP1.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I have a question about asurion or w.e... If i file a claim via them when my device messes up and then i get a replacement from them and if that replacement messes up, will they exchange it free of charge? or have to pay out another 100$? thanks! btw guys do listen to what Dr had posted...

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

Yes sir! They will. Free of charge if it's a mechanical error. But if it's lost or stolen, then its a fee. But that's why Asurion is way better than Sprints Insurance Program. "SIP" xD

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

sweet! I think I might just soon junk out 100$ to have better insurance via them... by the way they offer free of charge replacements for 12 months only right? If my device were to get stolen or lost would there replacement also be exchange for free if it has issues, thanks! just asking because you can never be to sure at this time with people getting there items stolen =s had my xbox and ps3 stolen over vacation inside my house..

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

I am having issues with my TP yet again (first one screen died third day, second one keyboard died within 2 weeks then third one reset constantly and now this one is resetting and locking up occasionally). Multiple hard resets etc and it just won't go away. I went into the store multiple times and since they didn't actually see it resetting or locking up they refused to replace it (I only wanted/want another touch pro). So I called them multiple times and finally got them to replace it. The guy on the phone was a complete jerk. At first wouldn't let me get a replacement TP and said I had to replace it with one of 3 phones (2 palms and something else) the one with windows mobile on it was a complete pile of crap. He was extremely rude, but eventually when I started to get angry agreed to send me a new Touch Pro. What the hell is wrong with sprint lately? I didn't even ask for/want a TP2 and they act like I'm trying to scam the system by getting a working phone.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

You have a couple options.

At this point, to my understanding, you qualify for a Priority 5 exchange, which includes a NIB TP2. You end up at Priority 5 after having THREE exchanges.

1) Try a different store. People have varying luck between ASC's and Corporate stores. The ASC's are usually more helpful, but their hands are tied more.

2) Call, call, call. People have had luck a couple different ways:

2a) Tech Support -> Adv. Tech Support -> Escalations (Manager) [*2]

2b) Account Services -> Account Services Management Team [I think this is aka: Retentions]

2c) Executive Support [703-433-4401]

Both Account Services and Executive Support, for me, made contact with a local store, and the store was the one who actually did the deed.

3) Asurion! A couple options here, too.

3a) Get Asurion to send you a replacement cold. You might be able to get Sprint to credit you back the $100. If they're out of TP's, you can get a TP2. You might also be able to plead your case with them about how your phone doesn't work, and get it swapped,but still for $100 unless...

3b) If you've had a replacement from Asurion in the last year, they're actually putting their own warranty on it, so you can go to them for service instead of Sprint. You should be able to get them to do a replacement for free, and can probably get the TP2.

People have had success and failure using all these methods. It really just depends on a lot of factors, namely how knowledgeable the people helping you are of Sprint's policies, and whether or not they're *******s. (Yeah that's gonna be starred out. lol)

My conclusion here is that Sprint actually has a system in place to take care of us, it's just that not everyone is knowledgeable about it, and some stores really don't wanna part with their inventory, or with a potential sale. Or they're just *******s.

Sprint really deserves it's bad rep for customer service.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

when i first got my tp, i took it to the third party sprint sore which also happens to be the nearestg authorized sprint repair center. they replaced the keyboard but i was told this at the tinme (and this was less than a month ago). if they didn't have the part in stock, i had 3 options: order the part, get a replacement tp or, pick a phone from the approved exchange list.

nothing was said about number of failures or priority category. i biught the tp from a friend who told me in advance, it was a brand new reurb but was working fine for him. i got it and the keyboard was hosed. called retention after i was told the phone couldn't even be activated because of the keyboard issue.

retention said it wasn't true but the only option i had was to activate, pay the deductible and get a replacement. i declined.

i sent the phone back to my friend and got my money back. he emailed me a few days later and said he got the keyboard working so i bought it again but for a considerably cheaper price. the phone came with a bunch of extra batteries and other accessories.

the replaced keyboard was basically fine but the modem didn't work. that's when i was offered the tp2 and gladly said yes.

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

there is no thing about the # of repaire b4 u can get a replacement... flat out, SPRINT ISNT ALLOWED TO GIVE REFURBS ANYMORE... if u let them they will, so will asurion... just point out the corp memo, prob solved..... i just got 2 TP2s thatll be here tomorrow from doing exchanges over the phone... its not hard guys

Re: Sprint replacing Touch Pro with Touch Pro 2!
 

How would I go about getting a replacement TP1 if I dropped it and it has physical damage on the corner?

(It was already overheating and the keyboard would stop working at times before the drop)