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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
I sent an email out this morning. We will see where it goes from here, though i am expecting since I am a "new" customer i won't get anywhere with this. But I will play email tag for a week or so, and see how far i get. I would be satisfied with an offer for a decent rebate. I have had so many annoying issues with this mogul though that i may eat the ETF if i can't get this phone replaced.
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
This is the reply i received this morning, I guess i can try to step it up a notch. Not sure yet what i will reply with
Thank you for contacting Sprint. I am glad to assist you regarding the HTC Mogul Phone. I apologize for the inconvenience you have experienced due to HTC Mogul. The HTC Mogul is activated on your account as of July 09, 2008. The 30 day replacement period has been over. So, it is not possible to replace your HTC Mogul. Total Equipment Protection (TEP) is added on your phone line. Your phone can be repaired or replaced through TEP. To get your phone repair or replace, please contact Asurion at 800-584-3666. Further, looking your inconvenience due to HTC Mogul, I offer you $150.00 credit on the purchase of HTC Pro. Once you purchase the new phone, please reply to us after activation the phone, we will apply the credit of $150.00 on the account. The HTC Pro will launch on October 19, 2008. Thank you again for contacting Sprint. We appreciate your business. Sincerely, Fabian C Customer Service Specialist Sprint |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
Ok, so here is what I have been doing since the beginning, will reply with a response as soon as I get one. I have been with Sprint since April 2008.
Question: I have a HTC Mogul that I originally purchased from one of your corporate stores here in Oceanside, CA. My 1st phone was exchanged in-store for a refurbished one due to my keyboard malfunctioning, freezing/locking up, and bluetooth being choppy on the other end. I'm currently using this refurbished model of the HTC Mogul and experiencing even worse problems. My Function key does not respond, as well as multiple copies of the same letter get typed when pressing a key once, the bluetooth is taking me 4 or 5 tries to pair with my handsfree, and still choppy on the other end. The system freezes up on me 2-4 times daily, even without using the phone. I'm a Paramedic/Firefighter, it is imperative that I have a working keyboard for Patient/Incident reports. I have gone into the same store many times and done research online, the reps/techs there tell me that these problems are known issues that cannot be fixed, and that a replacement for the Mogul is coming out soon, it is the HTC Touch Pro. My phone is still under warranty. I would like to exchange my Mogul for a Touch Pro. I appreciate your compassion in helping me with my issue. I hope to remain a Sprint Customer for many years to come ============== 1st reply: Dear Chris, Thank you for e-mailing Sprint. I am sad to know that your handset do not work properly. It is really very inconvenient when the handset you relying upon do not work properly. I am sorry that we can not replace the handset with the different model. The HTC PRO will be launched on October 19, 2008. You have the following 2 options. 1. I can see that the Total Equipment Protection Program is added to your account. Therefore, you can easily claim a replacement phone under this program by calling our insurance department, Asurion at 1-800-584-3666. You will not get the different model under this replacement. 2. As it is not possible for us to exchange the handset with the different model therefore, I offer you the credit of $150.00 for the purchase of the new handset. You can purchase the new handset from the store. Once the new handset is activate, please reply to me. I will apply the credit of $150.00 on the account which will be adjusted against the charges. Please reply to us and advise how you wish to proceed and how we can assist you as a customer to keep your business. I have also arranged a call for you, one of our specialists will get in touch with you within 24 hours. Thank you again for contacting Sprint. We appreciate your business. E-Care Sprint ============== My 1st reply You are correct, Andrew, this is very inconvenient. I have been to the Sprint Repair Center many times. Every time the on-site tech looks at my phone, they are unable to correct the issue and they decide to issue me a replacement Mogul. This course of action is becoming repetitive and frustrating. I have made claims under TEP, and this also has not resolved the issue. I spoke with a representative about the problems, and have come up with no solution, other than burning through HTC Moguls once every few months. Also, the representative told me that the Mogul would not be receiving anymore updates, as the HTC Touch Pro was being deemed the Mogul's replacement. I enjoy the service I get through Sprint, but how the Mogul is acting after this amount of time, TWICE, is unacceptable. I hope you will be able to resolve my issue. I am writing in regards to some serious issues I have had with the Sprint PCS Mogul, which was replaced just over a month ago, in September. Shortly after receiving my Mogul, the freezing/locking up started. This is very inconvenient, and possibly dangerous, due to my need of uploading reports on patients and incidents. I noticed problems with the Bluetooth functionality, where I could hear callers on my headset, but to them my voice sounds choppy. It is simply unacceptable to not be able to use my phone in an ambulance, fire engine, or even the station. These problems, I expect, are not happening on the new Touch Pro. What I would like is for you is to order the HTC Touch Pro phone and arrange a return kit for the HTC 6800 handset. On receipt of the return kit, I will send back the HTC 6800 handset at the address mentioned and the charge for this phone should then be credited back to my account. This way, the account will be charged only for the difference in charge of the two phones (HTC 6800 handset and HTC Touch Pro phone). Please escalate this to a supervisor if you do not have the authority to do this. I have come to expect great service and excellent devices from Sprint, but I may need to take my business else where if this issue can not be resolved. Sincerely, Chris ============== Crossing my fingers, I think my claim sounds pretty strong...what do you guys think? |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
Wow...I've had a bunch of problems with mine and no one seems to want to help. I've had to even pay for a refurb that didn't work. Check out the post I put up and I know its very long but look at how the rep is treating the issue. As of now the side power button on my phone is rarely working and the internet is hit or miss.
http://forum.ppcgeeks.com/showthread.php?t=40052 |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
So, after a 4th email with a point by point explanation of the issues that I have had, here was the latest reply from sprint:
__________________________________________ Thank you for writing back to us. I am sorry for the issues due to your PCS phone. We have already offered the maximum rebate on the HTC Touch Pro handset. It is not possible to offer any rebates further. Had it been possible for us, we would have done it to win your appreciation. I appreciate your understanding in this matter. You can buy the new HTC Touch Pro at the online price of $299.99. After activating the phone, please reply, we will apply the credit of $100.00 (additional rebate) on the account. Therefore, the total charge for the phone on the account will be $199.99. You can keep this email as a confirmation. Thank you again for contacting Sprint. We appreciate your business. Cherie S. Customer Service Specialist Sprint ____________________________ It is time to escalate. This is rediculous. Just wanted to update others on progress... |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
Sent a new email, slightly more agitated, as my Mogul is truly falling apart. This is unbelievable!
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
Ok here is the second reply that i have received.
Thank you for your reply. I understand that you are facing problems with your phone. However, we cannot replace your current handset with any other handset model under manufacturer warranty. Therefore, either you can replace your current handset with another mogul through Asurion, insurance department or you can buy a new Touch pro and we will apply a promised rebate of $150.00 on the account. Please let me know if you have any further questions regarding your account. I will be glad to assist you. Thank you again for contacting Sprint. We appreciate your business. Sincerely, Bradley T. Customer Service Specialist Sprint Looks like there isn't much else i will be able to manage. But I will try one more reply, this time a bit more assertive and that the issue isnt with the current device but the handsets flaws. Though i doubt I will get any better results. |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
Wow, you guys are getting a good kick out of this. Paying near upgrade prices to replace the Mogul for a Touch Pro is awesome.
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
Here is a complete run down of all the messages I sent to and received from Sprint. I do not recommend lying about your issues. That, I think, is fraud?
Email #1 to Sprint Quote:
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but they seem to have a HTC Touch showing up on their systems. Good luck to all who try this... |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
I am sending out another email just now. The main thing that drives me nuts with my mogul is that i am CONSTANTLY having to restart it due to hangs. even when just texting or making a phone call this happens. And the blue tooth is awful.
I hope i can manage something because this phone has been nothing but trouble for me. |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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.
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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! |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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.
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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 |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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.
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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! |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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 |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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! |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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... |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
I am getting flamed for this post but so be it.
I am amazed at the sense of entitlement that you guys show... not talking at the people that had genuine issues but the ones that are lying just to get a free or discounted device. Remember what goes around comes around... |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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Millions would be lost. What we have here (on internet in sum) is hundreds of people stating they have a problem, and the phone companies largely ignoring it. ie: "we don't have on record that whitespots are a known issue" Seems like a great set-up for a class action lawsuit. One of the best ways to thwart such a situation is to just have a couple people on the internet forums say repeatedly that they aren't having any problems...etc. We also have a number of people that are complacent with the problems and don't wish to deal with complaining about them. Afterall, many of us already have the phone doing more than what we have originally intended. Surely there are also those that merely want to get a free upgrade regardless of anything else. However, if it wasn't for the reasons already given then they wouldn't have the ammo to fight with. But who am I to be sending this message to the phone companies... to them, just another raging idiot. Well, let it snowball-effect. |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
Well, I am not going to lie. I am going to try to get a Touch Pro by calling retentions. I don't want to cancel, but if that's what I have to do to get a working phone, so be it.
Now, do you guys think retentions will do anything if customer service referred me to Asurion? I'm having... keyboard issues spontaneous soft resets DSOD [happened 2 times]RANDOM HARD RESETS freezing when in call lock ups white spot If I call Sprint, say cancel, and explain how I need a phone that works, do you think they will actually care? Because I've just about had it! Yesterday my tire blew out, and when I wanted to make a call to AAA to get a tow truck, I had to freekin wait for my phone to restart because it was frozen in the 'sleep' state. This is unacceptable. |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
Seriously the Mogul is flawed, but that doesn't mean that the Pro will not be either. Are the flaws on the Mogul deal breakers? Not really but they are annoying. I don't think there is the "perfect device" but just like with a new model car you want the newest features.
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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continue to snowball the recall plz |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
I was called again by sprint regarding my emails an concerns. The person from support would have nothing of what i was saying, and just keep telling me to call asurion and get a refurb. I was trying very politely to explain that isn't my issue. But to no avail.
I'm not really sure where to go with this. Should i get the refurb from asurion and if i still have issues try again? Or just email them again from the website, i am getting quite frustrated as even when just trying to browse or text the stupid thing freezes. |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
Wow talk about flooding the market. I called one time and they offered to swap my Mogul for free with a Diamond, Treo 800w, or the Touch Pro. Just call and try to sound honestly let down as I was by Sprint. The CS rep kept trying to tell me that the ROM update would fixed the issues and yet it didnt tell them all the things they have been hearing. Eventually they will say ok.
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
Well i sent another email, this time through the site again instead of a reply. I assume they will just say the same thing or call me again and tell me to get a refurb. But this time I will be firm and explain thats not the problem.
Best of luck to the rest of you also. |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
I have been with Sprint about two-and-a-half years during which I've had a SERO plan. I have had the Mogul for about five months total. I am currently on my second Mogul after the power button fell off of the phone about three weeks ago.
Here is what I sent to Sprint via the website: Original Question: Problems with Mogul Question: I recently had my PPC-6800 replaced at a Sprint Service Center due to a physical defect. While replacement of the handset did resolve the problem of a broken button, I am still experiencing the same functionality problems I have experienced all along. On my PPC-6800, I frequently have to reset the device. It hangs and becomes unresponsive when typing a text message, playing solitaire, or even just plugging it in to recharge the battery. I also have severe problems with Bluetooth connectivity; I consistently have to pair the device with my bluetooth headset multiple times, and my voice sounds very choppy during phonecalls. I have found out not only through researching on internet forums but also with talking with Sprint employees at the service center that these bluetooth problems are very common to the PPC-6800. This is a known issue for the PPC-6800 that will not be resolved with any updates. I have also been told that, since the PPC-6800 is scheduled to be replaced by the Touch Pro very soon, there will be no more updates to the PPC-6800. I have had this phone a short time, but it is not performing the way I would expect a Sprint product to perform. Can you please help? Here is the response I received: Thank you for contacting Sprint. I am sorry for the fact that the Sprint Mogul handset did not meet your expectations. I will try my level to assist you today. The new HTC Touch Pro is scheduled to be launched as on October 19, 2008. I am offering you a new Touch Pro, only at $99.99. The Online price offered for this handset is $299.99. Thus, you are saving $200.00 for this handset. All you need to do is, purchase the new Touch Pro from our Telesales Department by calling at (800) 777-4681. Or, you can visit us at http://www.sprint.com. The price of $299.99 will be billed to your account, as your eligible for a handset rebate of $150.00. You can also visit any one of our Nationwide Sprint Stores. Just click: http://www.sprintstorelocator.com to view all the nearest Sprint stores. You need to make the payment of $299.99 for the purchase here. Along with that, the 02 Year Sprint PCS Agreement wil also be renewed on your account. Once the new handset has been activated, just write back to me. I will apply the credit of $200.00 on your account, while will ensure that your account is only charged $99.99 for the new handset. Please be assured that your account has been notified regarding this unique offer, which is only for you, considering your long time loyalty and excellent payment history with us. Thank you again for contacting Sprint. We appreciate your business. I'm going to take this deal as I'm getting a good price for the Touch Pro, and I get to keep (sell) my Mogul. I just need to confirm that my service plan will stay the same. |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
Dude, you got a phone call from Dan Hesse FOR REAL??!?!
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
yea he called me and just told me to go to my local sprint repair store when the touch pro comes out and see if they will swap for the mogul. i am not expecting to get it for free though.
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
He is probably right. I had to call Windows about my operating problem and Bill called me to tell me the new Mojave will be released , and he will drop it by my stand at the flea market.
sorry it was just humor. It was probably a rep name Dan |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
Hey bro, if Hesse calls you back let me know. I need to have a talk with him.
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Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
I'm still fighting this one. Brought my corporate sprint rep into the deal and been dealing with someone named Angela responding from dan@sprint.com
Have had several phone converstaions with CSR's, the latest being today with Angela. Same BS line about not being able to do anything more than what has been offered... which is: Dear , Thank you for speaking with me today. Per our conversation we discussed your concerns with receiving additional discounts for upgrading your phone. At this time you are eligible for $150.00 off a phone and you have been offered the $100.00 rebate off up front. I advised that this was the most that could be offered and I would research to see if there is anything else that can be done. If you would like to contact me you can reach me at [phone number removed to protect the guilty]. Thank you. Sincerely, Angela B. Sprint Life is good, their offer sucks, and Sprint needs to love on it's disgruntled customers a little bit more. |
Re: Finally sprint agree to swap me from 6800 to touch pro when it release.
I just emailed Sprint about sending me that Touch Pro. They had fully agreed to sending me a replacement for my Mogul.
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