Finally sprint agree to swap me from 6800 to touch pro when it release.

[BigDiesel07]

Good luck. Just stay polite and professional. It usually helps. And saying you may have to take your business elsewhere always gets their attention. Also, asking to speak to a supervisor if they can't take care of it usually helps to. But use those only if you must. Don't want to lay all your cards out.

[Innosan]

BigDiesel, yea i was quite cordial. Just laid out the issues in a different way and explained my position. And in all honesty i did mention i may have to move to a different carrier, because that is the truth this phone is making it hard to do my job.

anyway thanks for your help man!

[EtherealRemnant]

I just sent my email... I highlighted not only all the problems I've had with the device and the number of times its been replaced, I also highlighted my problems with customer service in general and how a high ARPU account should not be treated this way. We will see.

[chedda_chez]

What do you guys think? Should i continue fighting my case or accept the offer. The offer doesnt seem that bad at all but they want me to pay upfront first and then they'll add the $125 credit to each line. I want them to add it prior to the purchase.

--------------------------------------------------------------------

Dear Sir,

Thank you for writing back to us.

Please accept my sincere apologies for the trouble you have gone
through.

Sprint provides an option to exchange the new handset to another one
within 30 days of handset activation. Two refurbished handset is active
on your account. I am sorry but it cannot be exchanged with a new
handset.

Currently the lines #8410 qualify for $150.00 rebates towards the
purchase of a phone on the account. It means you can get a new handset
of your desire at online price.

However considering your relationship with us, I can offer you the
maximum rebate of $125.00 towards the purchase of a new phone.

So please go ahead and make a purchase of a new handset upon activation
of the handset on the account please write back to me and I will apply a
credit of $125.00 on the account against rebate.

All you need to do is visit your nearest Sprint Store where they will
assist you in choosing your new phone. The store representative will be
able to show you a great assortment of our latest phones, provide you
with the rebate information and assist you in picking the model that
best suits your needs.

You may click on the hyperlink below to find a convenient location.

http://www.sprintstorelocator.com

I have also added a note on the account in this regard.

The expected launch date of HTC Pro is October 19, 2008. You can also
buy Pro handset once it will be launched. After promised credit of
$125.00, Pro will cost you only $174.99.

The standard price of HTC Diamond is $549.99 after instant and mail in
rebate this handset will cost you only $249.99. As promised to you we
will apply an additional credit of $125.00 on the account. So the final
cost for Diamond will be only $124.99 for you.

Note: - Contact of line number #8410 will be renewed for 2 years.

This is the maximum offer that can we offer. If you are still not
satisfied and want to cancel the line. Please send us the confirmation,
so we can forward your request to appropriate department.

I personally feel that to resolve the concern to your satisfaction, a
direct communication will be the best method. I have forwarded a
request for call to our appropriate department. A live interaction will
bring more clarity. One of our experts will get in touch with you in 24
hours.

Your valuable association is very important for us and we truly value
your business. Please let me know if there is anything else I can
assist you with. We are here for you to make your wireless experience
easy and better.

Sincerely,
Customer Service Specialist
Sprint

[EtherealRemnant]

Honestly, that's a pretty damn good offer. I'd take it. Touch Pro will be 399.99 before 100 MIR... I would definitely take the offer for 175 versus 299 even if you have to pay upfront first.

[Innosan]

The issue that I face is that since this is a fairly new line that i am on, i don't qualify for any of the online discounts or rebates. So even with the offered $150 rebate the phone is going to cost me a large amount. I guess I should have waited had i known how crappy this handset was.

Oh well, good luck to you guys!

[Innosan]

Just an update, i received a carbon copy of a prior email response today, then got a phone call from e care. They want me to get a refurbed phone through asurion, and they will waive the $50 fee. Even though i know this won't solve my issues I am going to give it a shot to prove the point that its not my current unit but the model itself.

Oh well was worth a shot

[sherv]

Success on my front!

Dear S**************

Thank you for contacting Sprint. I would be happy to assist you with the
problems you are having with the HTC Mogul not working properly.

I have taken the liberty of looking into your situation with the phone
issues you have been having with your HTC Mogul and I am pleased to
inform you that we are going to go ahead and let you switch out the HTC
Mogul you have with a new HTC Touch Pro, as per your request and all you
will have to do is pay the difference in the price. Also since you are
qualified for a $75.00 rebate we can apply that as well to your
purchase. However the phone that you are requesting is not available
until the 19th of October.

Now when you go to purchase the phone there are several ways to do so
you can:
go to Sprint.com and order the phone online
visit the store nearest you
or we can place the order for you.

You will have to pay for the phone when you order it. We will send a
return kit to you for the HTC Mogul and all the accessories that came
with it including the me and we will apply the $75.00 rebate that you
qualify for. Maanual, battery, travel charger, and the leather
holster. and once we get that back we will reimburse you the money that
you paid for the phonke sure that you send the return kit for your HTC Mogul
back to us within 10 days as to make the process move quickly. It takes
about 3 to 15 business days for the credit back to show on your account.

If there are anymore questions you have about this issue or others in
the future please feel free to call or email us. We are always happy to
help.

Thank you again for contacting Sprint. We appreciate your business.

Sincerely,
Renee S.
Customer Service Specialist
Sprint
-----------------------------

I basically resent the first email I wrote via Sprint's web page. Patience pays off!

[myhollowworld2]

Sherv

Who did you send the email to? Did you email right from Sprints website?
And if you did, what was the reason you put for contacting Sprint?

Every e-mail reply I get comes from someone with poor grammar and no help...

[sherv]

Originally Posted by myhollowworld2

Sherv

Who did you send the email to? Did you email right from Sprints website?
And if you did, what was the reason you put for contacting Sprint?

Every e-mail reply I get comes from someone with poor grammar and no help...

I did as many others here: I logged into my account on sprint.com, followed the "Contact Us" link, chose the appropriate subject from the drop down (defective handset) and wrote the email. I have received a total of 4 responses and all but 3 came from different agents. Their grammar was spot on, I'm not sure why you're getting such poor replies