Has anyone gotten the promised Touch by eCare? - Page 18

EtherealRemnant · #**171** (**permalink**) 11-21-2007, 08:31 PM

I was 13 months into my contract.

Same deal. SERO. But I swapped my 6700 out for a Mogul in October.

I was given the option to exchange and then later talked them into letting me keep both devices, paying 200 for the Touch, and restarting my contract.

TraderStav · #**172** (**permalink**) 11-21-2007, 08:56 PM

Quote:

Originally Posted by EtherealRemnant

I was 13 months into my contract.

Same deal. SERO. But I swapped my 6700 out for a Mogul in October.

I was given the option to exchange and then later talked them into letting me keep both devices, paying 200 for the Touch, and restarting my contract.

That is definitely encouraging! Did you get the Mogul through Sprint or through other means? I don't know if that would play into this at all but good information.

Thanks for the input. I haven't even received a response that eCare received my message yet, wonder if they closed up for the holiday already!

EtherealRemnant · #**173** (**permalink**) 11-21-2007, 09:55 PM

My Mogul was an exchange through Asurion.

Long story short. I bought my 6700 last year, it started malfunctioning in Sept, got two refurb 6700s and then Asurion sent me a Mogul to replace it.

Then I started with eCare and got the Touch sent to me, initially to be a swap, which I then just decided to buy it and extend my contract.

mark1581 · #**174** (**permalink**) 11-21-2007, 10:56 PM

Got my confirmation from ecare early Friday (11/16), and got my Touch today (Tuesday 11/21). Never got an email with an order number or tracking number. I probably spent 2 hours on the phone with different CSRs at their order status number (1-866-789-8292). 1st rep I talked to gave me an order number that was 2 digits too long. 2nd rep told me she could not look up the order because it was in a different system. 3rd rep said that I would have to talk to billing, who told me they could not find the order either. I emailed ecare this morning asking for an order number and a tracking number. They replied within 2 hours with the order number (wrong format from the online order status page) and UPS tracking number (which worked).

Moral of the story: Don't bother with the normal order status number if your order was placed by ecare.

adrian2pm · #**175** (**permalink**) 11-22-2007, 10:40 AM

why do i have a credit of $1100 after ecare swapped my mogul for the touch? my mogul was a warranty replacement for my 6700 then i emailed them ecare that didnt like the phone and would like the TOUCH. touch was activated nov 13 and the mogul was returned the same day.

FishMD · #**176** (**permalink**) 11-22-2007, 11:23 AM

Quote:

Originally Posted by adrian2pm

why do i have a credit of $1100 after ecare swapped my mogul for the touch? my mogul was a warranty replacement for my 6700 then i emailed them ecare that didnt like the phone and would like the TOUCH. touch was activated nov 13 and the mogul was returned the same day.

I have a similar issue. I have almost a $1000 credit right now and just got my replacement touch yesterday. Did not get a return kit for the mogul yet though. I am not sure why. But at least I got the phone. I am loving it.

Ecare only got me so far by the way. They did approve the swap, but when it came down to ordering the phone, it was every day, wait another 24-48 hours to get a order number and tracking number, and we are sorry for the inconvineice bull...

So finally i called customer care and they placed the order for me right away and I had my phone the very next day, not even 24 hours later. Cool.

TraderStav · #**177** (**permalink**) 11-22-2007, 11:31 AM

The credit gets way out of hand but it will be adjusted shortly. Also they ship the phone to you much faster than the return kit for customer sat reasons.

adrian2pm · #**178** (**permalink**) 11-22-2007, 11:40 AM

i was hoping i didnt have to pay for a whole year

TraderStav · #**179** (**permalink**) 11-22-2007, 11:45 AM

That's what worked out for me, but that's only because I took a $300 service credit instead of a rebate.

Sprint is wacky with their crediting so don't get your hopes up!

TraderStav · #**180** (**permalink**) 11-23-2007, 09:39 AM

Well, this is great news!

Quote:

Originally Posted by Sprint

Hello ,

Thank you for contacting Sprint. I understand your concern regarding the handset.

I apologize for the inconvenience you have experienced regarding the handset. I do understand that it must be discomforting for you.

However, I would like to inform you that HTC is working on a new version of the software ROM for the Mogul which includes enhancements for Bluetooth performance and corrects issues that were unintentionally created by ROM version 2.16.651.0 posted October 24, 2007 on HTCÃ¢EUR?s Web site.

Sprint and HTC are testing new software that is targeted for download by November 30, 2007 at

http://www.america.htc.com/support/m...downloads.html .

As a short-term solution, customers who downloaded the ROM version 2.16 should download the previous ROM version 2.09.651.3 available at the link above to restore previous functionality to the device until a new version is complete.

HTC is simultaneously developing a separate ROM update that enables the EVDO Rev A and GPS capabilities that are already built into the Mogul hardware. Sprint and HTC plan to make this software available in early 2008.

Further, I also noticed that the handset is under 30 days exchange period so you can definitley exchange the handset by contacting our order support team by dilaing 866-789-8292 from your landline phone and our specialist will be glad to assist you. I have also put a supporting note on the account.

Thank you for contacting us. Have a great day.

Travis G
E-Care
Sprint
"Where our customers come first!"