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

[Innosan]

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.

[Innosan]

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

[jiffy760]

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?

[blkout01]

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

[jjbusch]

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...

[sherv]

Sent a new email, slightly more agitated, as my Mogul is truly falling apart. This is unbelievable!

[Innosan]

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.

[bombzhome]

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.

[BigDiesel07]

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

I bought an HTC Mogul in January. I have been having non-stop
probelms with the phone. The bluetooth is not functioning correctly. It
takes 3-4 trys to connect my bluetooth headset before it pairs. Also,
the device itself crashes constantly. In the middle of a text message,
playing solitare, or even just being plugged into the charger, the phone
will freeze up. I bought this phone under full faith that it would
function properly without issues. I have insurance on this device, and
have returned it everytime it has acted up. I am now on my 3rd phone in
less then 12 months. I have come to expect good service and great
devices from Sprint. I have been a loyal customer of Sprint for many
years. I may need to look else where for mobile service if this issue is
not resolved.

Email #1 Received from Sprint

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)

Email #2 sent to Sprint

The phone that is currently in 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.

Email #2 received from Sprint

Thank you for contacting Sprint. I am sorry for the inconvenience you
have experienced.

Your phone currently has a one-year manufacturer's warranty. This is one
year from the date of activation. An onsite technician will need to
confirm that the defect is covered under the warranty. Please visit a
Sprint Store to verify the same. I fully acknowledge that you have to
travel some distance to reach our store. However, please consider
visiting the store as this will only solve your concern

Please click on the hyperlink below to find the nearest Sprint Store:

<http://www.sprintstorelocator.com>

If the defect would be found under manufacturer warrant, please contact
the manufacturer at 866-449-8358. This is direct number to contact the
manufacturer Customer Services.

We at Sprint offer great rebates for the existing customers depending
upon the handset life on the account. I really understand the situation
and would be glad to clarify the procedure under which we offer Handset
Upgrade Rebates.

Rebate on the purchase of new PCS Phone while upgrading the current PCS
Phone does not depend on the active age of the account with Sprint.
Rebate directly depends on the activate age of the currently active PCS
Phone on the account.

If the current PCS Phone on the account is active from more than 22
months, account is eligible for $150.00 rebate. If the phone is active
on the account from more than 12 months but less than 22 months, we
offer $75.00 rebate.

So, rebate on the phone is directly associated with active age of the
currently active PCS Phone. As per this rebate offer, you are not
eligible for any Rebate on the purchase of a new PCS Phone.

The HTC Touch Diamond was scheduled to be launched on September 02,
2008. However, the launch date was postponed till October 19, 2008.

Email #3 sent to Sprint

I am also sorry for this inconvenience. I have been to the Sprint
Repair Center many times. Every time the on site technician looks 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. I
enjoy the service I get through Sprint, but how my phone is acting after
a single year 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 I purchased in January. Shortly after receiving
my Mogul, 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 a business
environment. These problems 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.

And here is Email #3 from Sprint... The Golden Ticket?

Thank you for writing back to us.

Currently, the handset active on the line 2187 is HTC Touch which got
active on March 08, 2008. As this handset is still under the 1 year
manufacturing warranty, therefore you can replace the handset with any
handset model of the same price for free.

I understand that you want to replace the handset with the Touch Pro.
The Touch Pro is going to be launched on October 19, 2008. Therefore
once the handset will be launched, please write back to us. We will
send the return kit for the HTC touch. Also, we will send the new Touch
Pro at the mailing address. The difference in the prices of the
handsets will be charged on your account.

If you have any other concern related to account please write back to
us. We will be glad to assist you.

I hope this may help you out... To clarify, I do have a HTC Mogul on that line,
but they seem to have a HTC Touch showing up on their systems.

Good luck to all who try this...

[Innosan]

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.