I am leaving sprint and my touch pro..must read.

[elmerfudpucker]

Originally Posted by djhes

I cant even get a customer service rep to transfer me to a manager, i am pretty sure everything gets filtered before it reaches him, but its a good though.

Odd, I could have sworn I gave you the number you could use in a prior post. give it a try and good luck.

[djhes]

MinLo...thanks for the constructive reply. yes, i havent looked too much into a new plan yet. My wife is on Tmobile, but she gets like 1000 mins and 500 txt and no data. definitely not as good as my plan. If i would have been smart, i would have got the 2lines for $30 back in the day, i wish i could go back i would do that and stick it out.

[djhes]

Originally Posted by DMWagner

LOL, can't select multiple emails? Welcome to the newest HTC ROM update buddy. Your phone is fine.

Is this really true, was it form the ROM update? My phone is not fine there are other issues also, but thanks.

[djhes]

Originally Posted by elmerfudpucker

Odd, I could have sworn I gave you the number you could use in a prior post. give it a try and good luck.

You did provide a number, thank you, i will try it when i get a 4 hrs block of free time next and let you know it goes. I will be calm, wont yell (even if they call me stupid).

I really just want to explain the whole situation and ask why everything is so inconsistent. they really gave me each of these different answers:
1- incompatible with Sero
2- have to pay for a TP2
3- have had 4 replacements, the max, so they cant send another one
4- will replace with a TP, Hero, Palm Pre, no TP2 though
5- cannot replace with anything but a TP
6- will replace with a TP2
7- have to take it to a sprint store



Then:
1- the TP2 is ordered
2- there was no TP2 ordered
3- a TP was ordered (week 1)
4- i have to take my TP to a repair center, then they will replace
5- they will order me a NEW TP
6- they are out of stock of the TP
7- they are out of stock of the TP2
8- I have to get something else, or no replacement, final answer.

then i want to see what they have to say about all of this, i mentioned it before to the reps and they always say, "I dont know who you talked to, but that was incorrect" i just keep thinking, LOOK ON YOUR DAMN NOTES!! it should tell them who ordered the TP2.

[kitts]

Originally Posted by djhes

You did provide a number, thank you, i will try it when i get a 4 hrs block of free time next and let you know it goes. I will be calm, wont yell (even if they call me stupid).

I really just want to explain the whole situation and ask why everything is so inconsistent. they really gave me each of these different answers:
1- incompatible with Sero
2- have to pay for a TP2
3- have had 4 replacements, the max, so they cant send another one
4- will replace with a TP, Hero, Palm Pre, no TP2 though
5- cannot replace with anything but a TP
6- will replace with a TP2
7- have to take it to a sprint store



Then:
1- the TP2 is ordered
2- there was no TP2 ordered
3- a TP was ordered (week 1)
4- i have to take my TP to a repair center, then they will replace
5- they will order me a NEW TP
6- they are out of stock of the TP
7- they are out of stock of the TP2
8- I have to get something else, or no replacement, final answer.

then i want to see what they have to say about all of this, i mentioned it before to the reps and they always say, "I dont know who you talked to, but that was incorrect" i just keep thinking, LOOK ON YOUR DAMN NOTES!! it should tell them who ordered the TP2.

Here are some cold facts, you may consider!

1. Refurbished TP2 is out of stock for now(This is what the stores can order as a replacement)
2. You can get another refurbished TP, as a a replacement.
3. SERO IS compatible with TP2(or any windows mobile phones as of now)
4. Phone reps cannot identify the issues with the phones, thats why they have repair shops setup, so that somebody can actually inspect the phone and troubleshoot.

Also one suggestion from me, Get another refurbished TP for now, and keep it for another month or so, and then go bak to a sprint repair store(no matter how far it is from your place) and ask for another replacement. They will(hopefully!) offer you a refurbished TP2, if it is in stock. Continue the loop, until you get the TP2.!

[djhes]

Originally Posted by kitts

Here are some cold facts, you may consider!

1. Refurbished TP2 is out of stock for now(This is what the stores can order as a replacement)
2. You can get another refurbished TP, as a a replacement.
3. SERO IS compatible with TP2(or any windows mobile phones as of now)

ok Kitts, i need advice then on how to respectfully discuss this with a CSR then. How can i argue that SERO is compatible, i told them time and time again that it is compatible, they basically tell me i am wrong. (2 seperate reps tried to use this excuse to upsell me off my SERO plan. Also they said the TP are not in stock either (suddenly), and that my final offer was to downgrade to a different phone, it was my ONLY option. How can i maintain my cool when they throw me into circles for 6 hrs? i ask to speak to a manager and they almost NEVER transfer me, they drop my call or try to renegotiate some other hairbrain idea.

I am pretty sure the way Sprint is set up, the CSRs cannot authorize a refurb, they have to get a manager to do anything, so the manager sits back (instead of talking to me directly) and tells the CSR what they can and cannot offer REGARDLESS, that way no matter how valid my points, they techinically cant offer me anything since they dont have "authority", meanwhile, the manager sits back and says "no, no we are not going to replace the TP for this customer"

[DMWagner]

Originally Posted by djhes

Is this really true, was it form the ROM update? My phone is not fine there are other issues also, but thanks.

What, that you couldn't set up Hotmail? You yourself said you could set up push, gmail, etc, so that rules out that the phone does not work, must have been Hotmail's problem, wouldn't ya think?

[djhes]

Originally Posted by DMWagner

What, that you couldn't set up Hotmail? You yourself said you could set up push, gmail, etc, so that rules out that the phone does not work, must have been Hotmail's problem, wouldn't ya think?

Naw, i posted all 4 of them earlier. but it randomly restarts, and the email threads arent working right either. the point being, out of box, this was my replacement for a defective phone. why should i have to reset everything and search for configuration issues for a new replacement? it has more issues than the phone i just had replaced almost. I know i could look into this and fix the issues (especially since people here have been helpful on ideas of what is wrong) but it shouldnt be my issue to fix IMO.

[kitts]

Originally Posted by djhes

ok Kitts, i need advice then on how to respectfully discuss this with a CSR then. How can i argue that SERO is compatible, i told them time and time again that it is compatible, they basically tell me i am wrong. (2 seperate reps tried to use this excuse to upsell me off my SERO plan. Also they said the TP are not in stock either (suddenly), and that my final offer was to downgrade to a different phone, it was my ONLY option. How can i maintain my cool when they throw me into circles for 6 hrs? i ask to speak to a manager and they almost NEVER transfer me, they drop my call or try to renegotiate some other hairbrain idea.

I am pretty sure the way Sprint is set up, the CSRs cannot authorize a refurb, they have to get a manager to do anything, so the manager sits back (instead of talking to me directly) and tells the CSR what they can and cannot offer REGARDLESS, that way no matter how valid my points, they techinically cant offer me anything since they dont have "authority", meanwhile, the manager sits back and says "no, no we are not going to replace the TP for this customer"

I am sure, if you call back, you will get the same bs replies, since your account might have been marked with your previous conversations. But you will have better luck at a sprint store, where you will be dealing with real people. Tell them that you will take another refurbished TP, then walk away with it. I just had a chat with a buddy at the sprint store. He is pretty annoyed about the complaints about the TP and he do not even look at the account notes before offering the exchanges. So have confidence in the system, it works.

I would request you to be polite and nice to the person at the store. If you mess up there too, the only way for you is OUT!

[Urufu_Shinjiro]

Originally Posted by kitts

I am sure, if you call back, you will get the same bs replies, since your account might have been marked with your previous conversations. But you will have better luck at a sprint store, where you will be dealing with real people. Tell them that you will take another refurbished TP, then walk away with it. I just had a chat with a buddy at the sprint store. He is pretty annoyed about the complaints about the TP and he do not even look at the account notes before offering the exchanges. So have confidence in the system, it works.

I would request you to be polite and nice to the person at the store. If you mess up there too, the only way for you is OUT!

I don't know what kind of customer service you work for but no matter how many notes are on the account that the customer is rude you DO NOT mistreat them with lies and the run-around. Maybe that's why the company I work for has made Gartners Magic Quadrant, we know what customer service really is...