PPCGeeks - 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.

My 2nd Mogul is ****ting the bed again. The green phone button won't respond nor will my email button, the keyboard's function key needs to be pressed extra hard, and somehow I was signed up for SprintTV, despite NEVER having used the service before (yeah, I know that's not related to the shoddy Mogul quality...). I'm definitely gonna try to get this replaced, ugh.

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

when you guys send multiple emails, do you send it to ecare or just reply to previous emails?

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

Quote:

Originally Posted by whooda (Post 450892)

when you guys send multiple emails, do you send it to ecare or just reply to previous emails?

just reply, unless it gets to the point where it doesnt look like they'll accomodate your request... wait a few days and repeat... at some point you'll have success... it only took me 4 emails for it to work.

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

I got my reply back from Sprint.

Quote:

Thank you for bringing your concern to Sprint. I am sorry for the
inconvenience caused to you due to the phone on your account.

There must be some technical issue, which can only be resolved by our
technicians after running a test on the phone. This can only be done at
a Sprint Repair center. The account has the Total equipment Protection
Program (TEP) added on it. This will ensure the free repair of your
phone.

Therefore, I would request you to visit the nearest Sprint Repair
Center. On line 2187, the HTC Touch phone is active. HTC Mogul was
previously activated on this line. The HTC Touch phone was activated on
your account as of March 8, 2008. Hence, your phone is still covered
under the Manufacturers Warranty. At the repair center you will also be
assisted that your device can be returned under the warranty or not.

You can yourself locate the Sprint Repair Center nearby your place by
clicking on the hyperlink given below:

<http://www.storelocator.sprint.com/>

Further, under the TEP, you can also claim a replacement device for you.
To get a replacement phone, just contact Asurions at 800- 584-3666.
Asurion agent hours of operation are:

Monday through Friday, 7:00 a.m. - 9:00 p.m. (Central Time)
Saturday and Sunday 9:00 a.m. - 7:00 p.m. (Central Time)

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

Sincerely,
Customer Service Specialist
Sprint

I think I am going to continue to press the issue. As an aside,
I find it funny that their computer system has my phone listed as an HTC Touch, not
the Mogul that I use.

Here is my reply to that E-Mail

Quote:

The phone that is currentlyin use is not a HTC Touch, but a HTC Mogul. I have been to the Sprint
Repair Center many times. Every time they look at my phone, they are unable to correct the issue and they decide to issue a replacement.
This course of action is becoming repetitive and frustrating. I have made claims under TEP, and this also has not resovled the issue. I
spoke with a representative about the problems and researched them online and found that this device, the HTC Mogul, isn't malfunctioning, these are known common issues.
They seem to be design flaws that have still not been resolved via software updates, and with the Touch Pro on the way, there will be no more
updates. I enjoy the service I get through Sprint, but how my phone is acting after a single year is unacceptable

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

does this look like it will not work for me are should i continue to drill them. this is the first email i received from them.

Dear Mr. Brown,

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

I am sorry for the inconvenience you are experiencing regarding your
handset.

If the handset does not meet the customer's satisfaction, we provide
30-days return policy. Under this policy, a phone can be returned,
exchanged or replaced without any charges.

I am sorry, as the 30-days period is over, we will not be able to
exchange the handset.

The phone is under manufacturer's warranty and also includes the Total
Equipment Protection Plan. An onsite technician needs to check the
phone and determine if the defect can be repaired or replaced under
Total Equipment Replacement Program.

As the phone cannot be checked remotely from e-Care, I suggest you to
please visit a Sprint Service and Repair location near you to get the
phone checked. To locate the nearest Sprint Service and Repair
location, please click on the hyperlink below:

http://www.sprintstorelocator.com

The repair will be done without any charges.

If the defect will be beyond repair, the technician will suggest you of
the replacement options (Manufacturer or through Asurion at 800-
584-3666).

Also, any replacement phone will be for same model. Also, we provide
refurbished phones and not the new phones under replacement.

You can also upgrade your phone to a new handset. However, the phone is
not eligible for rebates on handset upgrade.

If you have any further query, just write back to us.

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

Sincerely,
Brad K.
Customer Service Specialist
Sprint

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

I would recommend what I did. I recieved a similiar email. You can see my response in the post above yours.

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

this is what they sent me

Thank you for writing back to us.

I apologize, as the repair/replacement option is not helpful to you.

You can upgrade the faulty handset to our upcoming HTC Pro. The handset
will be launched on October 19, 2008. Till now, we do not have the
price information for HTC Pro.

The phone is not eligible for rebates on the phone upgrade. Considering
the inconvenience experienced by you, I offer a credit of $100.00 on
handset upgrade to HTC Pro.

You can keep this mail as a confirmation of my promise.

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

Sincerely,
Brad K.
Customer Service Specialist
Sprint

should i send them another email

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

I received the same boilerplate response that Brown88 received two posts up. That must be their first line of defense, just to put people who aren't persistent off the track.

I've replied back re-stating my dissatisfaction with the Mogul... I'll keep you posted of the results.

BTW, it took two emails via ecare to receive the initial response...

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

i think i reached my limit. this it another email received.

Dear Mr. Brown,

Thank you for your reply.

As mentioned in the previous e-mail, the account is not eligible for the
handset upgrade. However, looking at the inconvenience you are facing
with the handset, we have offered a $100.00 credit on the new handset.
This is the maximum credit that we can offer from our end. You can reply
to this e-mail after activating the new handset, we apply the credit of
$100.00 on the account.

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

Sincerely,
Brad K.
Customer Service Specialist
Sprint

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

try sending an email to dan@sprint.com about the issues...