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

[djhes]

Long story here but you can see how much BS I have gone through, I am done with SPRINT.

Monday Nov 9th - i was setting up my 4th TP replacement, and to no surprise it isnt working right. (cant multi select emails, random shut offs, cant set up email right etc) Called support @ 430pm told them my issues and the lady said, "the Touch Pro cant multi select emails." I said, i have had 3 of them, and YES they do. She said she would transfer me to tech support. HUNG UP ON. I call back, 20 mins later i get transferred and they send me to tech support. I tell them my hotmail isnt getting set up right (like my other 3 TPs) every time i enter the account info, it just launched opera and has me login online. it wont let me set it up as a mail account. we argue for a bit, he thinks i am just seeing things. I tell him i can set up gmail, and outlook direct push, just not hotmail. he said "well have you thought about contacting Hotmail then?" I was SO mad. I told him i wanted to talk to his manager. he said his manager is busy. we end up getting the email working, for some reason i had to set it up through Windows Live. Still didnt solve my other issues. I said i am going to go into the sprint store and check with them since he cant help me.

6pm - I went to the Sprint store, they dont have a service center at this location any more. crap. I went home and called support back, said i want to speak to a "Resolution Specialist" and they make me explain to them again the issues i am having (in her broken english). i explained what was going on and i want a replacement for my replacement phone. she said, "want me to transfer you to insurance" i said NO. i said, just transfer me to tech support, and i will have them do it since you dont know what you are doing. She said "I can get you the number" she reads me the number, and i said ok, WHAT number is that to. she said "Thats the phone manufacturers number". what the hell is that going to do for me??! i said TRANSFER ME TO YOUR MANAGER. She said fine. THEN SHE HUNG UP ON ME! I called back had to explain that i wanted to speak to a manager. she made me explain the problem again, and then transferred me to a manager. i told the lady manager that i wanted a replacement for my replacement phone, it was just configured and it already doesnt work right. I asked to hear if there are any other options for this phone. They named a couple phone below my TP, i said no, im not downgrading my phone. I asked about a TP2, she said they could do that, i would have to buy it though with a $75 discount so my total was $475 and i would have to extend contract. I said absolutely not. I said just replace my phone with the same TP then and it is ridiculous this is my 4th defective phone, she said they couldn’t replace because it was my 4th one. I had to go into the store. I said i dont have time to go into the store, just ship me a replacement. Then she said she can get me the TP2, but it isnt covered on my SERO plan, so i would have to change plans! I said I KNOW IT IS COMPATIBLE WITH MY PLAN. she ended up agreeing to ship me a replacement TP (no TP2) and then transferred me to ANOTHER manager. he said "so what’s wrong with the phone" I said you are kidding me. i explained it to him again, and he said, "well how about we just replace it with a new phone, sounds like you have had many issues with this one so we don't want to send you the same one, how bout a TP2?". This is what i was asking for for the last 4 hrs!!! he said he was going to transfer me to another rep (7th one of the night i think) and they were going to get my info to place the order. I gave them my info, and they said the manager will call me back tomorrow and verify everything.

Tuesday Nov 10th – No call from Sprint Manager.

Thursday Nov 12th – I call for status update. The rep says they see a TP2 is in process, but waiting on manager approval. I ask for an ETA. They said they don’t know. I said ill wait a couple more days.

Monday Nov 16th – I call to check the status again. The rep says they will transfer me to another dept, one that they see on the notes to send me to. Transferred me, THEY HANG UP ON ME AGAIN. I call back. They said they see the note, will transfer me to the correct dept. I get transferred to Tech Support! I tell them my situation. I was told I had a replacement phone that would be sent etc, she said she sees that it is waiting on a manager. I said I want to be able to be transferred to the manager that said they would call. She plays dumb and says she has to speak to her manager. She comes back and says they can send a replacement of the same phone. I said, I was told I was getting a TP2. She said they see a note about getting the TP2 for $475, but nothing about getting it as a replacement. SHE JUST TOLD ME THEY SAW THE NOTE ABOUT THE TP2! I said I want to talk to a manager, she put me on hold for 10 mins. Came back and said they could replace with some other, cheaper phones. I said no and explained yet again the conversation I had with the previous manager he said I would get a TP2, it was on order, they got my address, etc. she said there was a note about a TP being ordered, but I had to go to the sprint store to have them check my device, it was faulty, then they would replace it on the spot with a TP. I told her that was never discussed with me. And I told her the person that approved the TP 2 was a 3rd level manager, and it was a man, not a woman. I said LET ME SPEAK TO YOUR MANAGER. She came back on the line again and said they can only replace with a TP, a new one this time, not a refurb. I said, you know what. Fine. I just want a phone that works. She said since its not a standard process they would have to call me back tomorrow to get everything taken care of. I said fine, and I expressed how pissed I was that I have been given 6 different excuses as to why I cant get a replacement, and I am sick of the multiple stories from their end.

Tuesday Nov 17th – The rep actually calls me back. She says now, they can offer a TP2 but it is not within my SERO plan, so I would have to switch plans and extent my contract. I SAID NO F-ING WAY. I told her I know it is compatible, and that it would be like saying if I went to Best Buy, bought this TP2 for $475, then set it up, that it wouldn’t work with the plan I have. I said that is BS, I bought my TP form Best Buy and it is compatible. She had the nerve to say “well maybe that’s the problem, maybe your current plan isnt compatible with the TP, that could explain all your problems. WTF are you SERIOUS!! I am having software issues, the phone plan works fine. She said no, it could be related etc etc. I said you got to be kidding me. I said just send me the TP. She said it is out of stock, and that I had to choose a different phone from a list of crappier phones, and that this was the final offer they could give me. So now they are telling me that they cant even replace it with my TP, and that I can only replace it with a crappier phone, and I have no options. I quit. I said, I am just going to take my phone into the sprint store to see if they can fix it, I will make time for that, then I will cancel my contract when I see fit and I have had it with all the inconsistent bull crap they are sending to me.

[kitts]

Please be courtious to the CSR on the phone. They are really good, if you talk to them nicely. After all they are also human beings.

Most of the issues you have yelled at CSR were user error. It has nothing to do with sprint as a company.

I love my 4th sprint tp, and I am on SERO.

By the way, I am a PC and Windows 7 was my idea!

[djhes]

Originally Posted by kitts

Please be courtious to the CSR on the phone. They are really good, if you talk to them nicely. After all they are also human beings.

Most of the issues you have yelled at CSR were user error. It has nothing to do with sprint as a company.

I love my 4th sprint tp, and I am on SERO.

By the way, I am a PC and Windows 7 was my idea!

Yeah i hear you, but its really hard to be super friendly when they tell me to contact Hotmail with my email setup issue on THEIR phone. They treated me like i was an idiot! telling me my phone is may not be compatible with SERO plan, and that could be the problem...REALLY? Help me out and digg this topic, people need to know Sprint has fell off completely.

[titaniumgiant]

Correct..i was not even gonna acknowledge that with a response.

[kitts]

Originally Posted by djhes

Yeah i hear you, but its really hard to be super friendly when they tell me to contact Hotmail with my email setup issue on THEIR phone. They treated me like i was an idiot! telling me my phone is may not be compatible with SERO plan, and that could be the problem...REALLY? Help me out and digg this topic, people need to know Sprint has fell off completely.

C'mon man.. you should know how to setup the email account on an advanced phone like TP. Do not expect a basic customer service rep to know the working and setup of all phones they sell. For them, you are able to setup other emails, but not Hotmail. Technically it means, there is a problem connecting/setting up Hotmail account. Not a phone issue. They have not promised anything about FREE Hotmail setup anywhere in the contract, right? If you have searched in ppcgeeks, you could have figured out by yourself and avoided the frustration.

Again, leaving Sprint SERO for the simple frustration is s-t-u-p-i-d-n-e-s-s.

[djhes]

Originally Posted by kitts

C'mon man.. you should know how to setup the email account on an advanced phone like TP. Do not expect a basic customer service rep to know the working and setup of all phones they sell. For them, you are able to setup other emails, but not Hotmail. Technically it means, there is a problem connecting/setting up Hotmail account. Not a phone issue. They have not promised anything about FREE Hotmail setup anywhere in the contract, right? If you have searched in ppcgeeks, you could have figured out by yourself and avoided the frustration.

Again, leaving Sprint SERO for the simple frustration is s-t-u-p-i-d-n-e-s-s.

Yeah, i do know how to set it up, thats my point. I have set this up on 3 previous TP's with NO issues. and this is one of the many issues i started having with the refurb phone, it wasnt setting up like normal. you are sounding like Sprint now, im not an idiot and am very familiar with Windows mobile phones. The software update on the 4th TP made changes to the phone, this may have been one of them, i dont know. Every time i tried to connect through the email wizard, when i clicked "next" it auto routed to the internet and opened opera. i then logged into my account online, not with my phone. all other email setups are not like that.

And its the prinicpal of the matter, by the looks of things, sprint doesnt want me to be on SERO either since they kept telling me the phones werent compatible with the plan, WHEN THEY WERE.

[DMWagner]

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

[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.

[crimsonlung]

Originally Posted by kitts

Please be courtious to the CSR on the phone. They are really good, if you talk to them nicely. After all they are also human beings.

Most of the issues you have yelled at CSR were user error. It has nothing to do with sprint as a company.

I love my 4th sprint tp, and I am on SERO.

By the way, I am a PC and Windows 7 was my idea!

Obviously your an employee of Sprint or belong in a family that has an employee of Sprint since you have the Sero plan, so, your opinions will be biased. Kind of like the way we enjoy the smell of our own farts.

In all truthfulness, Sprint has the worst customer support in the whole world. I am in technical support, I have been so for coming on 10 years, and the level of service I receive from Sprint can be summarized much like my ex wife:

Nice personality, **** for brains

They don't know anything, they guess if they don't know the answer (90% of the time) or they just flat out tell you that it is not possible if it means they can close your case and be on their merry way.

Sprint has the cheapest rates and best phones around, that's where they get their customers. In the customer/technical support department however, they are lacking.

I could tell you some stories about phone calls with Sprint that would blow your mind, but, I left Sprint, never to return. In fact, I switched to Skype, and have Skype on my phone, and I get better service with it.

Good riddance

[MinLo]

Originally Posted by Urufu_Shinjiro

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...

In a perfect world your statement is true....
We don't live in a perfect world so your statement fails.....

IDK where you work, neither does it particularly matter but as for bragging that the company made the Gartners Magic Quadrant that is beyond hilarious....
http://en.wikipedia.org/wiki/Magic_Quadrant#Criticism
Research firms like these sell out to the highest bidders and give them favorable reviews as qouted from wiki below.....

"It has been pointed out that the criteria for the Magic Quadrant cater more towards investors and large vendors than towards buyers[3].
Much of the criticism is focused on the lack of disclosure of the moneys received from the vendors it rates, raising conflict of interest issues. Also a source of criticism is the lack of disclosure on the vendor's component scores and the lack of transparency in Gartner's methodology used to derive the vendor's position on the MQ map."

Pay close attention to the bolded....

If I gave you a couple mill with the agreement that you praise my abilities, I'm quite sure you'd have no problems with giving me high marks.....

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.

Yes.....
Sad to say but before you even opened your NIB TP it was already doomed....lol
Rom support from the cell carriers and build quality didn't get included with the $250+ price tag....

I love my TP but f it wasn't for SERO and the awesome work the cooks have done here at PPCGeeks and everyone else behind the scenes making it possible for the cooks to get builds, tools, etc etc., I would hate this phone....
I would of ETF it a long time ago....LOL

Originally Posted by djhes

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.

Insurance and warranties policy's don't cover the hassle of starting over after having a defective product replaced.....
I agree that it is BS but it is what it is....

Originally Posted by crimsonlung

Obviously your an employee of Sprint or belong in a family that has an employee of Sprint since you have the Sero plan, so, your opinions will be biased.

ARE you serious? Are you for real???????

Most Sero users have NOTHING to do with Sprint at all besides the fact they are getting a highly discounted plan.....

I got sero by typing in an email addy that I found on google.....LOL

Maybe when the Sero program first started this was true but before it changed to Everything Plus there was many ways for the average Joe or Jane to get a sero plan....
Even now you can get the Everything Plus plan by doing a google search....

Originally Posted by crimsonlung

Kind of like the way we enjoy the smell of our own farts.

Huh??....
IDK the only fart smell I like is ones that don't smell at all.....

As far as the Sprint rant, it's already been stated over and over within just this thread that for the most part over the phone customer support is horrid, tech support is clueless....
Sprint has been slowly dieing for years.....