VZW replacing TP1 with TP2!

[bullhead00]

Didn't see a thread talking about VZW replacing the TP1 with the TP2 so I figured I'd let everyone in on my story. I'm on my third TP1 since December and now this one is giving me heck. The usual screen kicking out/buttons not working crap. So I called VZW to do an exchange by mail under warranty. I was talking to the rep about all the issues I've had in the past with the TP1 and he actually suggested that I should switch to a different phone. I waas like, "really?? I didn't know you could do that!" Then he told me that it was Verizon's policy to offer a different phone if you've had several replacements on the same phone. So he transferred me to tech support to get set up with the swap.

When I was on the phone with TS, they acted like they had no clue about that policy and saiid that the rep must've been new or something and didn't know what he was talking and basically called me a liar. They still offered to send me a refurb TP1 which I kindly refused. I told them that instead I was going to go through HTC's warranty to get a new phone, which I didn't.

The next day (yesterday) I called again, spoke with tech support and this time they actually offered to give me a Diamond in replacement and I told them that I needed a physical keyboard and an expandable memory slot. They again wouldn't budge and said it was either going to be the Diamond or another TP1. I again refused and said that I would try to go through HTC.

I waited a few hours and called back and spoke with another rep about my TP1 woes. I also told her that another rep had told me the policy was to offer a different phone and that tech support had offered me a Diamond but that it wasn't a comparable phone for obvious reasons. She agreed and sadd that she couldn't do anything and she had to put me on the phone with tech support to get a different phone. Before she did that I asked her if she could put everything in my notes so that when I was transferred I wouldn't have to explain myself again.

When I spoke to tech support this time, they read the notes and said, "okay, so you're needing a different phone because you keep having the same problem and you've had multiple replacements on the same phone." He then checked to see which phones I was eligible for and came back and said that it was the ERIS or the TP2. I said that I really needed a physical keyboard and windows moblie cause I use my phone for school. He said that the phone most like mine would be the TP2 but he would need his manager's approval to do the swap. About a minute later he came back on the line and said that everything was good to go and I should be receiving my TP2 on either Saturday or Monday!

So it is very possible to get a TP2 you just have to keep trying. I think the main factor in getting them to issue the replacement is getting the customer service rep to agree that you need a different phone and to have them put that in your call description notes because if you don't, tech support will act like they no clue what you are talking about.