Go Back   Android Forums > Android Carriers > Sprint

Like Tree6Likes

test: Reply
 
LinkBack Thread Tools
Old August 14th, 2012, 12:27 PM   #1 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default My Long detailed story of dealing with Sprint Customer Service.

On Wednesday July 11th I left Louisville KY for Charleston South Carolina. About half way there I noticed that my Galaxy S2 would not hold a charge and was rebooting on its own. I stopped in Mount Pleasant South Carolina at a Sprint store.
I left the phone with them for an hour and when I went back I was told my battery was bad, I asked them to replace it under warranty and was told that he store did not have one. I asked them to check stores in the area and was told that they had checked and not a single store in South Carolina had a battery. I was told they would ship one to my house. I spent the next five days basically without a phone, unless it was hooked to a charger, but even then I had the reboot issue.
I arrived home on Tuesday July 17th and the battery was waiting. I installed and left it on the charger overnight. The next morning, Wednesday July 18th, I unhooked it and it showed a 100% charge on the battery. I drove to work, it’s about an hour trip, had the Wifi off, no GPS on and no Bluetooth, made no calls, sent no texts and when I got to work the battery was down to 70%, and the rebooting continued. By 10am that same day, no calls only a few texts, the battery was down to 40%. That night I charged it overnight and woke up with a battery @ 100%. That morning, Thursday July 19th, I drove to work, got there and had 60%, by 11:00am it was down to 20% and the rebooting was still happening.
I called Sprint and spoke to “Lucretia” I explained the story to her, she was of no help and transferred me to “Danita” whom I explained the whole story to again and was told “that sounds like a phone issue”, she transferred me to “James” I explained the story again, “James” did a little troubleshooting and proclaimed that my phone was “bad” and needed to be replaced. He told me that since I had the insurance on my phone they could send a replacement, but he wanted me to know that if they evaluated the phone that I returned and found nothing wrong with it, I would have to pay the replacement cost for the “new” phone. I told James that I didn’t want to get “stuck” paying for a phone if some tech somewhere decided there was no issue with the phone I returned. “James” agreed it could be an issue and suggested I visit my nearest Sprint store to have the phone evaluated.
I told “James” that I and a couple of my coworkers had had bad experiences at that Sprint store, he asked me to explain so I gave him this example. I had been having various issues with my previous phone, an HTC EVO 3D, I had it at that store FIVE times, each time it was the same story, a technician would bring my phone out to me and say the following “I didn’t work on your phone, the tech that did isn’t here right now but here’s what they found” it was like they were reading from a script every time they said it, then they would tell me there was nothing wrong with the phone and send me on my way. On the fifth trip to the store they finally identified and issue with the phone and told me I needed a replacement. “James” was not pleased with the prospect of that happening so he put his Supervisor “Brandy” on the phone; I explained the entire scenario again. “Brandy” assured me that I would be get good service at the store and that since “James” had already done the troubleshooting and created an “E ticket” with the information, the store would find the same issue and all would be well. “Brandy” even gave me her call back number and said to call her directly if the store said there was nothing wrong with the phone.
I relented and agreed to take the phone to the store for evaluation. I dropped it off around 11:20am EST, as I was handing to the person at the counter it rebooted on its own. I was told they would need the phone for two hours; I left and went back to my office. I returned at 4:15pm EST and the phone was not ready. I waited an additional forty one minutes and the phone was brought out to me, and the standard response was given “I didn’t work on your phone, the tech that did is not here, but here is what we found” I was told that Samsung had pushed an update to the phone called “Ice cream sandwich”, and the update had “corrupted” the phone, they had to do a “hard reset” on the phone and it was fine now. The tech that handed the phone to me pointed out that it had a 100% charge on the battery; I checked the battery as he was explaining the issue and I stopped him exactly three minutes into the explanation to show him that the battery had already dropped to 90%, he looked down at his shoes and groaned. He said he would “attempt” to order me a new phone, I explained to him that I was leaving Louisville KY on Friday the 20th to drive to Charleston South Carolina and that I needed a phone that I could trust.
The tech explained to me that there was no way they could replace the phone in the store, it just wasn’t possible. I left the store and drove twenty one miles to my office; I did not use the phone in any way, when I got to my office the battery was at 65%. When I got to my office I called the number that “Brandy” had given me, it was actually not “Brandy’s” number it was “Byron’s” number, I left a message and waited for a call back. I wound leaving six messages on that line between the hours of 6:30pm Thursday July 19th and 10:00am July 20th. I never got a reply from “Brandy/Byron” so I called Sprint tech support again from my office, I got through to “Harrison”, he had me explain the whole story again, and then explained that this was a “technical issue” and I needed tech support. “Harrison” transferred me to “Patricia”, who had me explain the whole story again, and then she proceeded to trouble shoot the phone for me. “Patricia” had me check for updates then had me turn the phone off while she “refreshed” the phone (her exact words) when I turned the phone back on I still had the same issues, battery visually draining and the phone rebooting. “Patricia” told me I needed to take the phone to the local store and “they would replace it” I reminded her that I had indeed already been there and they told me that they could not give me a new phone. “Patricia” told me she would call the store on my behalf and make all the arrangements. I told her calling the store would be futile as they do not answer their phone, she assured me they would answer and asked me to hold. I was on hold exactly three minutes and thirty five seconds when “Patricia” came back on the line. She said “they must not be open yet, no one answered” I explained that it was now 10:55am and that the store had opened at 10:00am. She tried them again; I was on hold for eight minutes and thirty nine seconds, when she came back on the line she said “they didn’t answer”. AGAIN I explained to her that they do not answer their phone. “Patricia” then suggested that she call the next closest “corporate” store, I told her which store that was and explained that they as well do not answer their phone. We repeated the entire process with me holding a total fourteen minutes and twenty four seconds spread out over two attempts to contact the other store, of course they did not answer.
“Patricia” escalated me to “Gilbert”, now let me stop here and say that “Gilbert” was without a doubt the kindest, most caring Sprint representative that I have ever spoken to, he took ownership of the issue and made every effort possible to try to get me a replacement phone. Unfortunately “Gilbert” could only do what Sprint would allow him to do and after a while we realized there was no way possible that I was going to get a replacement phone before I was scheduled to leave for my trip. I told “Gilbert” that it looked like I was going to have to buy a “pay as you go” phone and use that for my trip. I thought about that for a minute and then decided that if that was my only option, maybe I should just buy out my Sprint account and port my number over to a different carrier so I could get a new phone that worked, that day.
“Gilbert” transferred me to “David” to see how much it was to buy out my contract. At this point I had been on the phone with Sprint for about two and a half hours, I had four people in my office listening to this on speaker phone (I handle customer service issues for my company and we were using this as a “don’t do what they are doing” type of training event). “David” was without a doubt the rudest most unhelpful person I spoke to during this entire event, he told me I wasn’t using the phone properly, this was after Sprint’s own tech support had TWICE identified issues with the phone. “David” explained that I needed to download “Advanced Task Killer” and that would take care of my battery issues, this brought an audible laugh from the group gathered in my office. “David” basically explained to me that I could buy out my contract for the full early termination fee and asked if there was anything else he could help me with. I said no, and I stated that in fact he had been of no help whatsoever, “David” asked in I would like a “callback” from his supervisor; I said yes I would like that very much and that was the end of our conversation.
At this point it was too late in the day to begin the process of porting over so I went to local retailer and purchased a “pay as you go” phone and some minutes then started my trip. I kept my Sprint phone plugged into the charger and Saturday between reboots I saw I had a voice mail; it was “Nancy” with Sprint calling for a follow up. I called her back, from my “pay as you go” phone and she had me repeat the entire story from the beginning, I believe this was the seventh time I had repeated the story, “Nancy” apologized for the inconvenience and basically told me that there was nothing she could do for me. I asked if it were possible for Sprint to wave the early termination fee so that I could go with a carrier who would provide with a functioning phone and she said they could not do that.
At this point I assume all I can do is buy out the contract and move on. If nothing else, this little adventure will be a great training aid for my customer service associates as a “How not to handle a customer issue”.
I truly think I have made a true goodwill effort to make my relationship with Sprint work, I have made countless trips to the store in the last few months, paid for the privilege to get an early upgrade from my Evo 3D that also was having issues, paid for this Galaxy S2, paid for a new car charger after I was told that the “aftermarket” chargers were “crap”, that visit to the store cost me around $400.00. I think it is time for Sprint to step up and allow me to leave and waive my early termination fee.

The story continues……… I sent all of the above information to Dan@Sprint.com and I actually got a response, mind it wasn’t from Mr. Hesse but from one of his loyal minion but a response none the less. I spoke to delightful young lady who identified herself as “Joan” she listened intently to my issues and was very apologetic for the lack of customer service I had received. She had me adjust some of the settings on my phone so that it would not roam and would only use Sprint towers. This is a copy of HER email to me documenting what we discussed/did:
Dear Mr. XXXXXXXXXX,

Thank you for contacting Dan@Sprint.com. I appreciate the opportunity
to speak to you today regarding the issues you have encountered with
your Samsung Galaxy S II and your customer service experience. I
understand and apologize for your frustration.

Our first priority is to provide outstanding customer service with
every interaction. Your feedback regarding your experience is appreciated
and will be forwarded for further review and used to support our
continuing improvement effort.

I understand that your Galaxy S II has been replaced twice and that
the current device is constantly going into roam mode as well as the
battery is not holding a charge more than four hours. I explained that your
phone is constantly searching for the strongest signal and roaming
even when you have a good Sprint signal if another carrier has a stronger
signal and the constant searching is draining your battery. We
walked through the process of setting your device to Sprint network only and
you will monitor it for performance and battery life for 24 hours. I
will call you again on Thursday, 8/9/12, after 5:30 PM EST as
requested for a status update. I understand that you were told by a Sprint
service and repair representative that you should not allow the
software update to ice cream sandwich to download and I will be happy to
investigate that advise as well. I will also investigate the Sprint
network performance in the area of your home and work locations.

You advised me that you were blocked from the Sprint forum due to
content and that your post was a duplicate of your e-mail to
Dan@Sprint.com. I partnered with Ieda in technical support to
investigate why you were blocked and Ieda advised that a case has
been created to allow you back on the forum.

At the end of our conversation you confirmed that there are no
outstanding billing, equipment or coverage concerns at this time that
have not been addressed. I can also be reached at
XXX-XXX-XXXX from
11:00 AM to 8:00 PM EST, Monday through Friday.

Thank you for choosing Sprint. We value your business and appreciate
the opportunity to address your concerns.

Sincerely,
Joan XXXXXXX

Before we go on let me explain that “Ieda” (pronounced EYE-EEDA) was supposed to contact me and explain why I was banned from the Sprint Community forums located at Sprint.com. I will go into that issue in a bit.
I tried the settings that “Joan” suggested and got no better service, she kept her word and called back the next day, below s HER email to me describing our conversation:
Thank you for contacting Dan@Sprint.com. I appreciate the
opportunity to speak to you again today regarding the issues you have encountered
with your Samsung Galaxy S II and Sprint network coverage. I
understand and apologize for your inconvenience.

You advised me that you have your Galaxy S II set to Sprint only
network but you continue to get roaming icons and your battery was full at
the beginning of the day but only had a 20 % charge at 11:00 AM. I made
an appointment for you to take the device to the Sprint service and
repair location at 215 Hurstbourne Pkwy, Ste 111, in Louisville, KY on
Friday, 8/10/12, at 4:45 PM EST. Your confirmation number is NL679N52. As
discussed, I will partner with the manager of that location to ensure
that you receive great customer service. I will also convey your
wish to have a different model phone if yours must be replaced but I did
clarify that I cannot guarantee the outcome of that request. I will
call you again to follow up on Saturday, 8/11/12, between 11:00
AM-3:00PM EST as agreed.

We also discussed the Sprint network performance in your area and I
explained that a voice capacity upgrade was completed in May, 2012.
Your quality of service for May was 95.5%; June, 97.8%; July, 96.8%.
Another voice capacity upgrade is scheduled for the end of August,
2012 and an EVDO capacity upgrade in December, 2012.

At the end of our conversation you confirmed that there are no
outstanding billing, equipment or coverage concerns at this time that
have not been addressed. I can also be reached at XXX-XXX-XXXX from
11:00 AM to 8:00 PM EST, Monday through Friday.

Thank you for choosing Sprint. We value your business and appreciate
the opportunity to address your concerns.

Sincerely,
Joan

As you can see she set up an appointment for me to once again travel to a local Sprint Corporate store to have the phone evaluated. I thought about this for a while and then I sent her the following email:
Joan
I want to thank you for taking the time to respond to my issues. You
have been helpful, cordial and encouraging throughout our
conversations,I truly hope you can say the same about your interactions with me. On
a side note, I still have not heard from "Ieda" or anyone else about
restoring my access to the Sprint community forums, as you recall she
assured both you and I that she was on the problem and someone would
be contacting me about the issue, yet another missed opportunity for
Sprint to follow through on a customer service promise, at least you yourself
can bear witness to this particular example.

I have had a few hours to think about our last conversation regarding
my phone and my appointment today for 4:45pm EST at the Sprint store
located at 215 Hurstbourne Pkwy Ste 111, in Louisville KY. As I
explained to you last night this is my final trip to a Sprint store, I
think if you take a look at the email notes below, and if possible
review the store records, you will have to agree that I have made a
true good-faith effort to make my business relationship with Sprint work.
At this time, having spent a few hours thinking about the situation, I
have decided I want my phone replaced with a different model altogether. I
understand that you can’t speak for your own corporate stores, and
cannot guarantee that they your own corporate store would be willing to
replace my phone with anything other than what I currently have and even then
would only do so if they deem my current device to be defective.
I would like to take a moment to explain to you just how have come to
this decision, I base it on two contributing factors:

1. If you add up the mileage I have driven back and forth to the
various Sprint corporate stores along with the vacation time that I
have had to use in order to leave work to make these trips, I have invested
$532.12 in this effort, combine that with the money I paid for the
"privilege" of an early upgrade and the initial cost of the Galaxy S2
that I currently have and add in the car charger that I was told I
needed in order to "keep my battery functioning properly", that brings
us to around $900.00, not to mention the $69.88 I paid for the Cricket
"pay as you go" phone and the $55.00 service card so I could use the
Cricket phone on my trip to South Carolina. The way I see it I am
well over $1000.00 in to this exercise and I STILL have to make another
trip to a Sprint Corporate store to let them evaluate the phone once again.

2. I printed out my story along with this entire email exchange and
shared it with the man I work for, I handle customer service for a
company that manufactures industrial plastic fittings and valves for
use around the world, as I am typing this I am looking out my office
window at an assortment of cubicles where sixty one of my associates handle
customer service complaints from around the world. I asked my boss,
the third generation owner of the company, what he thought of my trials
and tribulations with Sprint. His response was prophetic, "First and
foremost if I EVER get a detailed email like that about OUR customer
service YOU will be looking for a job. Don you have let these people
make you jump through hoops, it’s time to stop, draw the line and make
a stand". I have worked for the man for twenty seven years and he has
never given me bad advice.

Joan, I will keep my appointment at the store today as planned. If I
leave there with anything other than a compatible device from another
manufacturer I will have no choice but to port my number over to
another carrier, I have priced plans and equipment with both AT&T and
T-Mobile,yes I will be giving up unlimited data and will be paying more for
service but at this point I see it as my only viable option, I think
the suggestion I received from customer service “buy a phone on Craigslist” is absolutely ridiculous . I would ask Sprint to consider
waving the ETF if it becomes necessary for me to port over to another
carrier. I understand that Sprint has policies in place and I DID
agree to pay an ETF if I chose to end my business relationship with Sprint
before the end of my contract, but keep in mind I agreed to those
terms based on the assumption of good coverage and reliable equipment, at
this time I have neither.

Once again Joan, I appreciate your professionalism and your efforts
throughout our interactions, I sincerely hope that I at no time have
come across as rude or demanding, that was certainly not my intent.


“Joan” replied to that email with this:
Dear Mr. XXXXXXXXX,

Thank you for your e-mail reply to Dan@Sprint.com. I appreciate the
opportunity to speak to you again today regarding the issues you have
encountered with your Samsung Galaxy S II. I understand and apologize
for the frustration you have experienced.

As discussed, I have spoken to the manager of the Sprint service and
repair location at 215 Hurstbourne Pkwy Ste 111 in Louisville, KY,
Brian XXXXXX, who is committed to providing great customer service. I will
call you again on Saturday, 8/11/12, between 11:00 AM and 3:00 PM EST
as requested to follow up on your visit.

You had advised me that you have not yet received a call back
regarding the removal of your post to the Sprint forum and subsequent restriction.
I have sent an e-mail requesting a status update to the representative
that we had partnered with regarding this issue.

At the end of our conversation you confirmed that there are no
outstanding billing, equipment or coverage concerns at this time that
have not been addressed. I can also be reached at
XXX-XXX-XXXX from
11:00 AM to 8:00 PM EST, Monday through Friday.

Thank you for choosing Sprint. We value your business and appreciate
the opportunity to address your concerns.

Sincerely,
Joan XXXXXXXX

So I drive to the Sprint store and when I get there the manager “Brian” is far too busy to talk to me, so I discuss the issue with “Bryce”, “Bryce” goes into the back to talk to “Brian” and when he comes out he informs me that they can exchange the phone for the exact same model but nothing else can be done for me. They did not even look at the phone I had. So yet again I had driven all the way to the Sprint store and nothing was accomplished.
I drive back to my office and when I get there I get a call from “Janeedra” with Sprint, she is calling to talk to me about being “removed” from the Sprint community forums. Now allow me to explain this, I posted the original story of my trials and tribulations with Sprint customer service IN the Sprint customer service forum located at Sprint.com. SOMEONE there took offense at my posting and banned me from using the forums. This is what “Janeedra” is calling me about, she introduces herself and, as I am prone to do, I start taking notes. Before long I can’t actually believe what I am hearing so I motion for four of MY CSR’s to come into my office, I have them sit down and I put “Janeedra” on speaker phone, I begin to question her and these are the bullet points I, and the four other people in the room get from her:
Ø Sprint does not host or administer the forums on Sprint.com ?
Ø Sprint employees are NOT permitted to use the forums at Sprint.com
Ø There is no one she can forward me to so that I can discuss the issue.
Ø Any Sprint employee caught using the forum at Sprint.com would be terminated.
Ø Since Sprint does not host or administer the forums at Sprint.com, she cannot tell who banned or why I was banned.
During this conversation I am sitting at my desk with the Sprint Community forums opened, I am looking at admins identified as Sprint employees, I see that the forum is hosted on Sprint.com. I let “Janeedra” know that I have been working with “Joan” from the CEO’s office and that I will be forwarding the transcript of our conversation to her, this peaks “Janeedra’s” interest and she agrees to check into the issue further.
Saturday August 11th “Joan calls me back to discuss my Friday trip to the Sprint store, I fill her in on the waste of my time and my conversation with “Janeedra” she asks that I download the ICS ( Ice Cream Sandwich) update and try that on my phone, I agree to give it a try. Below is HER email to me regarding this conversation:

Dear Mr. XXXXXXXX,

Thank you for your e-mail reply to Dan@Sprint.com. I appreciate the
opportunity to speak to you again today to follow up on your visit to
Sprint service and repair with your Samsung Galaxy S II. I understand
and apologize for the frustration you have experienced.

I understand that you were advised at the Sprint service and repair
location that a replacement device would be another Galaxy S II and you
declined. As discussed, you will download the ice cream sandwich
software update and monitor the performance. I will call you again on
Monday, 8/13/12, after 1:00 PM EST as requested to follow up.

We also discussed your conversation with a Sprint representative
regarding the customer service forum at
www.Sprint.com. I will also
investigate questions related to that conversation.

At the end of our conversation you confirmed that there are no
outstanding billing, equipment or coverage concerns at this time that
have not been addressed. I can also be reached at
XXX-XXX-XXXX and my
normal office hours are from 11:00 AM to 8:00 PM EST, Monday through
Friday.

Thank you for choosing Sprint. We value your business and appreciate
the opportunity to address your concerns.

Sincerely,
Joan XXXXXX

I needed my phone Saturday, so I waited till Sunday night on the 12th to install the update. I get up Monday morning, take the phone off charge and I begin taking screenshots of the battery draining. Everything on the phone is off, no Wifi, no Bluetooth, no GPS no nadda. When I get to work I begin to chart the progress of my battery:

Time Span
%
% Drop
% Per Minute Drop
Comments
6:00am-7:13am
100% – 87%
13%
.18
No Wifi, No B/T, No GPS
One text message
7:14am-9:57am
87%-76%
11%
1
No Wifi, No B/T, No GPS
9:58am-10:35am
76%-70%
6%
.16
No Wifi, No B/T, No GPS
10:36am-10:58am
70%-66%
4%
.18
No Wifi, No B/T, No GPS. One missed call and one 55 second phone conversation.
10:59am-11:35am
66%-61%
5%
.14
No Wifi, No B/T, No GPS. One text message sent.
11:36am-1:28pm
61%-46%
15%
1
No Wifi, No B/T, No GPS. One 4 minute phone conversation.
1:29pm-2:13pm
46%-41%
5%
.11
No Wifi, No B/T, No GPS
2:14pm-3:19pm
46%-36%
10%
.15
No Wifi, No B/T, No GPS

That’s some MAJOR drain on the battery, some if not most users of the Sprint iteration of the Galaxy S2 are experiencing the same battery issues after installing the ICS update, I know four people personally that are fighting the same battle. The chart above is kind of telling, peak battery drain occurs during rush hour and lunch time, hmmmm.
Monday August 13th at 12:00pm on the dot, I get a call from “Janeedra”, she has made a miraculous epiphany! Sprint does in fact host AND administrate the Sprint Community forums located at Sprint.com, not only that but Sprint employees DO use the forum and do post on the forum. She apologizes for her confusion during our previous conversation and assures me she is on the case. “Janedra” tells me she is going to speak with the administrator and see about getting me reinstated, she tells me it may take a while. I’m old and feeble so I set myself a reminder in my Outlook calendar to call “Janeedra” every Monday morning for the next six months or until I am reinstated.
Monday August 13th at 6:30pm “Joan” calls me to discuss the latest information I sent her regarding my phone. She asks that I make ANOTHER trip to the Sprint store to have my phone replaced AGAIN with another Galaxy S2. At this point I am a beaten man; I agree to let them replace the phone AGAIN and am scheduled to go have this done on Friday August 17th.

Tuesday August 14th 12:00pm, The saga continues, “Janeedra” calls me to let me know that she now knows why I was banned from the Sprint community forums. She tells me I was banned for posting an insulting, demeaning response to another forum members post. I asked her to explain, she read a post that was contributed to my user name, this post did not sound familiar to me at all so I took a look at the forum page that I have bookmarked, clicked on my user name and found all of “my” posts. The post that got me banned was not made by “me”. Yes it was posted with my user name but it wasn’t done by me. It’s kind of fishy that they have had since last Friday to come up with a reason as to why I was banned and they just now came up with THIS post:
“Oh, I'm sorry. Allow me to explain. You see the question is implied, it requires the reader to use cognitive thought and to formulate a positive or negative comment based on the own evperiences with the company in question, I'll attempt to make it even easier for you specifically. You should read the statement, of have someone read it to you, then turn off your TV and your Ipod, then think real hard about what what YOUR opinion is then, with the help of a mentor, sit down and formulate a response, it could be "yes Woody your right" or no Woody thats dumb your wrong. Bit it your response is anything like " I hate new socks because I get lent between my toes, you should rethink that, reread the cat in the haat and then reconsider your stance. If any of that was too complicates send me a private message and I will respond with subtitled pictures to make it easier for you.”
I can honestly say I did not post that. What it boils down to is I made an administrator on the site mad with my honest commentary about Sprint and they banned me. They assumed like most other people that I would disappear in to the vapor, wrong assumption, I love to argue. I escalated my complaint to the office of the CEO and pressed the issue. The admin was backed into a corner and had no choice but put up a fake post using my account. The whole thing makes my skin crawl.
Tuesday August 14th 12:30pm. Ironically not more than ten minutes after I get off the phone with “Janeedra” I get a call from “Joan”. I explain the whole “Janeedra” conversation to “Joan” and it all falls on deaf ears, “Sprint reserves the right to ban any forum member at any time for any reason”, yeah yeah, we have read a TOS agreement before. I point out to her that I am on the forum right as we speak and I read some FAR more inflammatory posts than mine from people that had not been banned and she had not response other than to repeat the TOS quote.
I tell “Joan” to cancel my Friday appointment to get a THIRD Galaxy S2 and I tell her that I will just take the original advice from Sprint tech services and buy a phone off of Craigslist, ride out my contract till the ETF drops down and then port over. She says she’s sorry to hear that and asks if there is anything else she can do for me. I say no, you have done all your willing to do and since I can’t go any higher than you I guess we’re done, Sprint wins, you guys have beaten me down you guys win. “Joan” then tells me that I can ask to be escalated to her management team, I say “but wait, last Friday you told me I was dealing with the office of the CEO and couldn’t go any higher?” she brushed that off and asked if I would like to set up call with her Management Team, I said I would love to do just that. So as we stand, I am supposed to hear from her Management Team tomorrow Wednesday August 15th sometime between 4 & 8pm.

Advertisements
Woody426 is offline  
Reply With Quote
sponsored links
Old August 14th, 2012, 06:40 PM   #2 (permalink)
Member
 
vicshalls's Avatar
 
Join Date: May 2010
Location: H-Town
Posts: 371
 
Device(s): HTC Evo 4G lte Asus Transformer
Carrier: Not Provided

Thanks: 49
Thanked 25 Times in 22 Posts
Default

That is an absolutely crazy story. Hope it all works out for you in the end.
__________________
Insanity: doing the same thing over and over again and expecting different results.


Albert Einstein
vicshalls is offline  
Reply With Quote
Old August 14th, 2012, 07:53 PM   #3 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

I'm not very hopeful, but we shall see.
Woody426 is offline  
Reply With Quote
Old August 14th, 2012, 10:47 PM   #4 (permalink)
Senior Member
 
Mr. Ed's Avatar
 
Join Date: Jun 2010
Location: Over Yonder
Posts: 6,675
 
Device(s): S3, Evo LTE,Galaxy Note, Skyrocket, Aria, Nook Color Lg thrill,HTC EVO 4g, HTC Inspire,S7 slim,Acer
Carrier: Not Provided

Thanks: 1,008
Thanked 1,467 Times in 989 Posts
Default

I am at a loss. I can truly understand your frustration, especially with the multiple avenues in which you have attempted contact with Sprint.
On at least two occassions it appears by your description that Sprint stores/store offered to order you a replacement device per the policy outlined in the Total Equipment Protection plan but you turned that down. What resolution were you looking for other than walking out with a new device from another manufacturer (which unfortunaty, as many times as I wish it were, this is not in the policy)?
__________________
I'm back....
Mr. Ed is offline  
Reply With Quote
Old August 14th, 2012, 11:04 PM   #5 (permalink)
Junior Member
 
Join Date: Jun 2012
Posts: 33
 
Device(s):
Carrier: Not Provided

Thanks: 2
Thanked 8 Times in 7 Posts
Default

Wow this is honesty disheartening. I hope you are able to get a more amcable solution to your battery woes.
tenceriker is offline  
Reply With Quote
Old August 15th, 2012, 05:17 PM   #6 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

I got a call from "Sandy from the office of Dan Hesse Sprint escalations department" today at 5:40pm. "Sandy" told me that my information had been forwarded to her from "Joan". After I gave her my PIN and she opened my account she gave me a brief synopsis of her understanding of my situation, it was a fairly close description but it was clear that she had not read all of the information.
"Sandy" thanked me for my continued patience and apologized for the "less than adequate" customer service I had received to date. "Sandy" informed me that she needed to look into getting me a replacement device that was not what I had already had replaced multiple time. In order for who to do this she would need till Friday the 17th of August to gather the information she needed to attempt to make the new phone happen for me.
"Sandy" told me that she would call me Friday between 4 & 8pm EST. We then began to discuss the Sprint community forums issue, she was surprisingly interested in the issue with the forum. I got the feeling that she knew they were having issues with the forum moderators, she asked some very interesting questions. One interesting bit of information that "Sandy" offered up was a direct telephone number to the department that runs the Sprint Community Forums, up until now I have been told that it is "impossible" to call that department directly. I will update when I hear from "Sandy"
Woody426 is offline  
Reply With Quote
Old August 15th, 2012, 05:33 PM   #7 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

Quote:
Originally Posted by Mr. Ed View Post
I am at a loss. I can truly understand your frustration, especially with the multiple avenues in which you have attempted contact with Sprint.
On at least two occassions it appears by your description that Sprint stores/store offered to order you a replacement device per the policy outlined in the Total Equipment Protection plan but you turned that down. What resolution were you looking for other than walking out with a new device from another manufacturer (which unfortunaty, as many times as I wish it were, this is not in the policy)?
They have replaced the phone three times, I did decline to have the phone replaced two additional time, at some point you have to draw a line and say enough is enough. I think I have made enough trips to the Sprint store, I think its time for them to make a concession. What resolution was I looking for? Well to me there was acceptable solutions:
1. Allow me to purchase a new device at the two year agreement price, reset my contract from the date of the exchange.
2. Allow me to return my equipment, end my contract with Sprint and pay half of my ETF.
Too much to ask? apparently so.
Woody426 is offline  
Reply With Quote
Old August 15th, 2012, 09:00 PM   #8 (permalink)
Senior Member
 
Mr. Ed's Avatar
 
Join Date: Jun 2010
Location: Over Yonder
Posts: 6,675
 
Device(s): S3, Evo LTE,Galaxy Note, Skyrocket, Aria, Nook Color Lg thrill,HTC EVO 4g, HTC Inspire,S7 slim,Acer
Carrier: Not Provided

Thanks: 1,008
Thanked 1,467 Times in 989 Posts
Default

Quote:
Originally Posted by Woody426 View Post
They have replaced the phone three times, I did decline to have the phone replaced two additional time, at some point you have to draw a line and say enough is enough. I think I have made enough trips to the Sprint store, I think its time for them to make a concession. What resolution was I looking for? Well to me there was acceptable solutions:
1. Allow me to purchase a new device at the two year agreement price, reset my contract from the date of the exchange.
2. Allow me to return my equipment, end my contract with Sprint and pay half of my ETF.
Too much to ask? apparently so.
Unfortunately neither of those options are within policy, and the store reps are bound by that. But if the device has been replaced that many times within 6 months I am curious of why they did no follow the WEL policy.

My apologies for not catching that the phone has been replaced. I only caught that replacements were offered.
Mr. Ed is offline  
Reply With Quote
Old August 15th, 2012, 09:02 PM   #9 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

WEL policy?
Woody426 is offline  
Reply With Quote
Old August 15th, 2012, 09:16 PM   #10 (permalink)
Senior Member
 
Mr. Ed's Avatar
 
Join Date: Jun 2010
Location: Over Yonder
Posts: 6,675
 
Device(s): S3, Evo LTE,Galaxy Note, Skyrocket, Aria, Nook Color Lg thrill,HTC EVO 4g, HTC Inspire,S7 slim,Acer
Carrier: Not Provided

Thanks: 1,008
Thanked 1,467 Times in 989 Posts
Default

My understanding is that after 3 failed devices within 6 months there are options, basically a list of suitable replacements.

Note that my posts are personal opinion and understanding and not official Sprint posts or views. At M
NO tim can I post actual policy or proprietary information.

Sorry...I have to post that occasionally

I am also of the belief that the issue you are experiencing is software related and not hardware.

Have you asked a Sprint repair center or attempted on your own reloading the software. (not the same as an update, a complete wipe and reload of the new software version)
Mr. Ed is offline  
Last edited by Mr. Ed; August 15th, 2012 at 09:19 PM.
Reply With Quote
The Following User Says Thank You to Mr. Ed For This Useful Post:
Woody426 (August 16th, 2012)
sponsored links
Old August 16th, 2012, 01:47 AM   #11 (permalink)
Senior Member
 
Evo 5oh's Avatar
 
Join Date: Dec 2010
Posts: 510
 
Device(s):
Carrier: Not Provided

Thanks: 25
Thanked 37 Times in 32 Posts
Default

I know a lot of people want to know whats going on......they are wondering,...but too lazy too read dont spoiled the story on a post let them read xD
Evo 5oh is offline  
Reply With Quote
The Following User Says Thank You to Evo 5oh For This Useful Post:
Woody426 (August 16th, 2012)
Old August 16th, 2012, 05:57 AM   #12 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

Quote:
Originally Posted by Mr. Ed View Post
My understanding is that after 3 failed devices within 6 months there are options, basically a list of suitable replacements.

Note that my posts are personal opinion and understanding and not official Sprint posts or views. At M
NO tim can I post actual policy or proprietary information.

Sorry...I have to post that occasionally

I am also of the belief that the issue you are experiencing is software related and not hardware.

Have you asked a Sprint repair center or attempted on your own reloading the software. (not the same as an update, a complete wipe and reload of the new software version)
Mr. Ed. first let me thank you for taking the time to respond, I really appreciate it.

The two Sprint stores that I have been going to Corporate Stores that also do repairs, they have access to the device and have made changes. The problem is the changes they make, whatever they may have been be it a "hard reset" a "refresh" or an "update of ICS" haven't worked.
As a matter of fact when the phone was replaced the last time the assistant store manager that I was dealing with said "whatever you do, DO NOT install the Ice Cream Sandwich update" I agreed and used the phone that evening and got fifteen roaming notices, and the battery drained at an alarming rate, I took screen shots of each one and emailed them to "Joan" the CSR I was working with at the time, the phone also rebooted five times between the hours of 2pm and 10pm that day, now I'm not a total luddite, I understand that if the phone is roaming, battery life will suffer, the problem is that I was and have been in the same area that I have always been and never roamed before. Also, I have another Sprint account with five lines for the family, none of those phones have been roaming or had issues, four Iphones and a an EVO 4G LTE, I am the only one having these troubles.

When I spoke to "Joan" the next day, August 9th she informed me that it was OK to install the ICS updates, I waited a day and followed her advice, the phone has been almost useless since as it will not hold a charge, I took it upon myself to order two replacement batteries for the phone and they have not helped at all.

If I stand back and look at the situation, the first that comes to my mind is, WOW this guy is hard on phones, but to be honest that's just not the case, I have no issues with my Ipod, my Kindle, my notebook, none of my other electronic devices, just the Galaxy S2. Is it possible that there is an issue with a particular production run of these phones? I ask because there are three other S2 users in my office, we have all had the same issues over the last 6-8 weeks and we all got our phones, and our replacements at the same store.
Woody426 is offline  
Reply With Quote
Old August 16th, 2012, 06:50 AM   #13 (permalink)
Senior Member
 
Mr. Ed's Avatar
 
Join Date: Jun 2010
Location: Over Yonder
Posts: 6,675
 
Device(s): S3, Evo LTE,Galaxy Note, Skyrocket, Aria, Nook Color Lg thrill,HTC EVO 4g, HTC Inspire,S7 slim,Acer
Carrier: Not Provided

Thanks: 1,008
Thanked 1,467 Times in 989 Posts
Default

Quote:
Originally Posted by Woody426 View Post
Mr. Ed. first let me thank you for taking the time to respond, I really appreciate it.

The two Sprint stores that I have been going to Corporate Stores that also do repairs, they have access to the device and have made changes. The problem is the changes they make, whatever they may have been be it a "hard reset" a "refresh" or an "update of ICS" haven't worked.
As a matter of fact when the phone was replaced the last time the assistant store manager that I was dealing with said "whatever you do, DO NOT install the Ice Cream Sandwich update" I agreed and used the phone that evening and got fifteen roaming notices, and the battery drained at an alarming rate, I took screen shots of each one and emailed them to "Joan" the CSR I was working with at the time, the phone also rebooted five times between the hours of 2pm and 10pm that day, now I'm not a total luddite, I understand that if the phone is roaming, battery life will suffer, the problem is that I was and have been in the same area that I have always been and never roamed before. Also, I have another Sprint account with five lines for the family, none of those phones have been roaming or had issues, four Iphones and a an EVO 4G LTE, I am the only one having these troubles.

When I spoke to "Joan" the next day, August 9th she informed me that it was OK to install the ICS updates, I waited a day and followed her advice, the phone has been almost useless since as it will not hold a charge, I took it upon myself to order two replacement batteries for the phone and they have not helped at all.

If I stand back and look at the situation, the first that comes to my mind is, WOW this guy is hard on phones, but to be honest that's just not the case, I have no issues with my Ipod, my Kindle, my notebook, none of my other electronic devices, just the Galaxy S2. Is it possible that there is an issue with a particular production run of these phones? I ask because there are three other S2 users in my office, we have all had the same issues over the last 6-8 weeks and we all got our phones, and our replacements at the same store.
Your welcome. Trust me I wish I could fix every issue I run across but some are just not possible. On that note...I often discourage anyone in life from trying to fix a technical issue that requires hardware evaluation and or loading software over the phone, as it is impossible to do either over a phone.
Again, in my own opinion, it sounds like the the Store has done everything but the right thing to fix your phone's software issue. You have spent a ton of time talking with people on the phone that may not be able to help you at all (as reflected in your posts.) Concerns/complaints sure, but trying to get someone to fix my phone, over the phone, just isn't going to work. Most of the time when calling a company these days you are reaching a third party that takes the calls for them anyway.


You mention everyone having issues with the same phone in the same location. Is this indoors (could be interference) outside everywhere home and work etc? Locations within a small area (5-15 miles I would guess) could be a tower issue. Either of this can cause major issues and severely drain the battery.

Has everyone taken the ICS update? I have personally fixed similar issue on one of my personal phones by completely reloading the software with KIES, the update and sync tool provided by Samsung.

As for issues I can't confirm or deny any type of patterns on phones due to my position. I personally know over 10 people with the same phone that have no issues whatsoever. I can also tell you I have personally owned 4 Samsung devices on ATT...EVERY one of those had issues with ICS updates until I used KIES to apply the update. The issue had nothing to do with ATT, as Samsung makes and tests the updates themselves from hat I understand after speaking with my friend at Samsung about the issues I was having. The issue got so bad on the Skyrocket that ATT stopped doing the update over the air and sent people directions on how to apply it with KIES.
Mr. Ed is offline  
Reply With Quote
Old August 16th, 2012, 06:59 AM   #14 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

Quote:
Originally Posted by Mr. Ed View Post
Your welcome. Trust me I wish I could fix every issue I run across but some are just not possible. On that note...I often discourage anyone in life from trying to fix a technical issue that requires hardware evaluation and or loading software over the phone, as it is impossible to do either over a phone.
Again, in my own opinion, it sounds like the the Store has done everything but the right thing to fix your phone's software issue. You have spent a ton of time talking with people on the phone that may not be able to help you at all (as reflected in your posts.) Concerns/complaints sure, but trying to get someone to fix my phone, over the phone, just isn't going to work. Most of the time when calling a company these days you are reaching a third party that takes the calls for them anyway.


You mention everyone having issues with the same phone in the same location. Is this indoors (could be interference) outside everywhere home and work etc? Locations within a small area (5-15 miles I would guess) could be a tower issue. Either of this can cause major issues and severely drain the battery.

Has everyone taken the ICS update? I have personally fixed similar issue on one of my personal phones by completely reloading the software with KIES, the update and sync tool provided by Samsung.

As for issues I can't confirm or deny any type of patterns on phones due to my position. I personally know over 10 people with the same phone that have no issues whatsoever. I can also tell you I have personally owned 4 Samsung devices on ATT...EVERY one of those had issues with ICS updates until I used KIES to apply the update. The issue had nothing to do with ATT, as Samsung makes and tests the updates themselves from hat I understand after speaking with my friend at Samsung about the issues I was having. The issue got so bad on the Skyrocket that ATT stopped doing the update over the air and sent people directions on how to apply it with KIES.
We are all in an office where we have always had good coverage. Nothing about our location has changed, meaning no new construction near us and no new construction on our building.

The only commonalities are that we work in the same building on the same floor and use the same devices that came from the same store and we all have been told to allow the phones to update to ICS. We all live in different areas, one other person, like myself live 55 miles from the office and he has the same roaming/battery/rebooting issues that the rest of us have.
Woody426 is offline  
Reply With Quote
Old August 16th, 2012, 07:40 AM   #15 (permalink)
Senior Member
 
Mr. Ed's Avatar
 
Join Date: Jun 2010
Location: Over Yonder
Posts: 6,675
 
Device(s): S3, Evo LTE,Galaxy Note, Skyrocket, Aria, Nook Color Lg thrill,HTC EVO 4g, HTC Inspire,S7 slim,Acer
Carrier: Not Provided

Thanks: 1,008
Thanked 1,467 Times in 989 Posts
Default

Quote:
Originally Posted by Woody426 View Post
We are all in an office where we have always had good coverage. Nothing about our location has changed, meaning no new construction near us and no new construction on our building.

The only commonalities are that we work in the same building on the same floor and use the same devices that came from the same store and we all have been told to allow the phones to update to ICS. We all live in different areas, one other person, like myself live 55 miles from the office and he has the same roaming/battery/rebooting issues that the rest of us have.
It is still a possibility that it is interference, but unlikely (in my opinion)

If you would like I can walk you through reloading the software manually. If it works you can provide the others with the info and be a phone hero in the office.

Current version should not matter but the directions will be slightly different if you have already done the over the air update. Back up EVERYTHING, including sd card and make sure that the battery is fully charged.

I am giving you the directions on how I personally did it on my ATT phones making the assumption that it will be the same on the Sprint version. This process takes only a few minutes on a fast network connection, but longer on a slow one.


If you are still on gingerbread and did not accept the over the air update
1. Back up EVERYTHING, including sd card and make sure that the battery is fully charged.
2. Make sure you have drivers and KIES installed on your PC
3. Hook your phone to you PC and let it search for device drivers and such.
4. If KIES does not open automatically, open it.
5. IF you have not updated to ICS it will show you that there is an update available. Run it, and follow the directions.
6. If you have already upgraded over the air to ICS you will have to manually apply the update.

To manually reload ICS, again assuming it should work the same
This typically will wipe data so Back up EVERYTHING, including sd card and make sure that the battery is fully charged.

Step 1: Open KIES on your PC but don't plug your phone in.

Step 2: When KIES opens up, click on firmware upgrade and initialization under tools upt at the top

Step 3: KIES will ask for your device information. Fill it in. (you can usually find your info on the sticker that's in the battery slot. You will have to remove your battery)

Step 4: Follow the steps as KIES tells you to put your device into download mode.

Step 5: Now KIES will download and flash official stock ICS to your device.

Step 6: Enjoy!
Mr. Ed is offline  
Reply With Quote
Old August 17th, 2012, 03:46 PM   #16 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

Well, here's the synopsis of my phone call with "Sandy" today:
1. Sprint will not replace my device with another compatible device.
2. Sprint is willing to give me a $100 credit if I return my phone.
3. Sprint is not willing to wave or reduce the ETF.

Interesting side note, "Sandy" DID supply me with a number to contact about my issues with the Sprint Community Forums, can you guess where this is going? Drum roll please..................... the number she gave me was "Janeedra's". Thats right, the best the office of the CEO could do was send me right back to the place I started.

And for the record, I had supplied "Sandy" with "Jannedra's" number and told her that was who I had been talking to. This is almost funny, no I guess its kind of sad that the incompetence at Sprint leads all the way to the office of the CEO.

I'm sure some people are questioning the validity of my story, hell I would too if it hadn't happened to me. I DID record my last six customer service calls, save the drama its perfectly legal, when the Sprint associate gives their statement about the call being monitored or recorded for accuracy all you have to do is say "Yes as long as we ALL agree to that" them not hanging up or protesting equates to passive agreement to be recorded. If anyone is interested I will edit out some personal information and make these fascinating conversations with these titans of industry available.

Congratulations Sprint, you win. I have been worn down and have lost interest.
Its difficult to battle a group that lacks conscience and and integrity.
Woody426 is offline  
Reply With Quote
Old August 17th, 2012, 03:55 PM   #17 (permalink)
♡ Spidey Sense !! ♡ ™
 
DonB's Avatar
 
Join Date: Nov 2009
Location: 18th Hole Of the Golf Course
Gender: Male
Posts: 18,627
 
Device(s): Moto X 16 GB Cricket Wireless®/ Stock Galaxy Note 10.1 ®
Carrier: Crickets Wireless ®

Thanks: 6,676
Thanked 7,080 Times in 4,173 Posts
Default

Send Sandy a copy of this thread and see what they think then, LOL

Craziest stuff I ever heard.
__________________


Site Rules/Guidelines
If something needs attention, Report it .
If someone helped you, hit to show it.

CRICKET Referral Program Bonus $ PM me if you need a referral



DonB is online now  
Reply With Quote
Old August 17th, 2012, 03:59 PM   #18 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

The link to this thread and three others have been sent to her and every other person at Sprint that I have exchanged emails with.
I also filed a report with the BBB this afternoon, doubt that will do any good but it cant hurt.
Woody426 is offline  
Reply With Quote
Old August 17th, 2012, 09:24 PM   #19 (permalink)
Senior Member
 
Mr. Ed's Avatar
 
Join Date: Jun 2010
Location: Over Yonder
Posts: 6,675
 
Device(s): S3, Evo LTE,Galaxy Note, Skyrocket, Aria, Nook Color Lg thrill,HTC EVO 4g, HTC Inspire,S7 slim,Acer
Carrier: Not Provided

Thanks: 1,008
Thanked 1,467 Times in 989 Posts
Default

no offense meant at all man, but I don't see anything here but you wanting someone to do what YOU want them to... from the outside looking in you are all over the place with only one resolution in mind. Are you trying to fix your phone, trying to cancel service with no charge, trying to get a new device? It's all over the place.

In society I see this often, and forgive me , as this is simply a general statement not directed at you. At the pool store the very few complaints I personally had involved absolutely nothing to do with my customer service skills, but with the fact that I was unable to meet what the customer felt they were entitled to.

I am going to include my instructions again on how I fixed similar issues on my ATT Samsung phones, and then exit this subject entirely. This is something I do in my free time and it is important to me to know that time is being used to help people who want resolution to issues with their phone, regardless of carrier or brand.

Quote:
Originally Posted by Mr. Ed View Post
It is still a possibility that it is interference, but unlikely (in my opinion)

If you would like I can walk you through reloading the software manually. If it works you can provide the others with the info and be a phone hero in the office.

Current version should not matter but the directions will be slightly different if you have already done the over the air update. Back up EVERYTHING, including sd card and make sure that the battery is fully charged.

I am giving you the directions on how I personally did it on my ATT phones making the assumption that it will be the same on the Sprint version. This process takes only a few minutes on a fast network connection, but longer on a slow one.


If you are still on gingerbread and did not accept the over the air update
1. Back up EVERYTHING, including sd card and make sure that the battery is fully charged.
2. Make sure you have drivers and KIES installed on your PC
3. Hook your phone to you PC and let it search for device drivers and such.
4. If KIES does not open automatically, open it.
5. IF you have not updated to ICS it will show you that there is an update available. Run it, and follow the directions.
6. If you have already upgraded over the air to ICS you will have to manually apply the update.

To manually reload ICS, again assuming it should work the same
This typically will wipe data so Back up EVERYTHING, including sd card and make sure that the battery is fully charged.

Step 1: Open KIES on your PC but don't plug your phone in.

Step 2: When KIES opens up, click on firmware upgrade and initialization under tools upt at the top

Step 3: KIES will ask for your device information. Fill it in. (you can usually find your info on the sticker that's in the battery slot. You will have to remove your battery)

Step 4: Follow the steps as KIES tells you to put your device into download mode.

Step 5: Now KIES will download and flash official stock ICS to your device.

Step 6: Enjoy!
PattiCakeUS likes this.
Mr. Ed is offline  
Reply With Quote
Old August 18th, 2012, 10:21 PM   #20 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

Your right Mr. Ed, I have been all over the place. I finally gave up, bought a different phone, EVO 4 G LTE. I just couldnt bring myself to give Sprint anymore money. I haven thrown the Galaxy away, I'll toss it in a drawer and maybe get it out some day and play with it.
I'm sure some people will disagree with how I handled this, but that's their prerogative. Overall it has been a very educational experience. Forget the phone, just look at the customer service issues, the level of incompetence is MIND BOGGLING, truly an embarrassment for Sprint but I'm positive they don't mind or care about their comical antics being exposed.
Stay tuned though, I'm working on something for The Consumerist that should be delightful.
Woody426 is offline  
Reply With Quote
sponsored links
Old August 19th, 2012, 08:16 PM   #21 (permalink)
Member
 
Join Date: Jul 2011
Posts: 204
 
Device(s): HTC One, HTC Evo 3D, Samsung Galaxy S II Epic 4G Touch, HTC Hero
Carrier: Sprint

Thanks: 7
Thanked 91 Times in 63 Posts
Default

Quote:
Originally Posted by Woody426 View Post
Your right Mr. Ed, I have been all over the place. I finally gave up, bought a different phone, EVO 4 G LTE. I just couldnt bring myself to give Sprint anymore money. I haven thrown the Galaxy away, I'll toss it in a drawer and maybe get it out some day and play with it.
I'm sure some people will disagree with how I handled this, but that's their prerogative. Overall it has been a very educational experience. Forget the phone, just look at the customer service issues, the level of incompetence is MIND BOGGLING, truly an embarrassment for Sprint but I'm positive they don't mind or care about their comical antics being exposed.
Stay tuned though, I'm working on something for The Consumerist that should be delightful.

I don't see that you were being at all unreasonable. Didn't you say that you had gotten at least 2 replacement devices and ended up with the same issue? Or did I misremember? If that is true, I'd say asking for a different model is not out of the question, as long as it was the same value. Whether it is against Sprint policy or not, I have had two occasions in the last 4 years where Sprint did exactly that for me. Once in store, and another time over the phone. I have had a mix of good and bad support from Sprint, but I have to say, any time I have had to escalate an issue, it has been resolved.

Based on what you have relayed, you have had far more patience than I would have, especially since I have worked in customer and technical support in some capacity for almost 20 years. On the plus side, at least you have a far better phone, not that it is all that much comfort to you right now.

I am glad you are getting the story out there though, and very glad that you kept pretty detailed records of everything you went through. So few people do that, and without it, these stories tend to be just stories. I look forward to hearing more.
Adar is online now  
Reply With Quote
Old August 22nd, 2012, 08:46 PM   #22 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

Here's a little update for anybody following this. I requested one last escalation and I got a call from "Kendra" today. We had a nice chat she asked some interesting questions about my coverage area.
We discussed the non functional S2 and I mentioned to her that as we spoke my daughter was sitting net to me getting nonstop roaming notices, this surprised "Kendra" and I reminded her that I had told "Joan" AND "Sandy" that while I had one account with my phone on it, I had another account with FIVE phones on it and they were ALL roaming at our home.
All this prompted "Kendra" to check the nationwide coverage map at Sprint . Com, what did she find? My home is surrounded by off network roaming areas, and so is my office.
This is surprising to me as like I stated I have always had good coverage, maybe I just wasn't getting the roaming notices or maybe I just never noticed them. So I say to "Kendra", "Soooo, this means that since I don't have coverage, Sprint will let me out of my contract with no ETF right? All SIX phones on BOTH accounts right?"
Her response "Yes, that would be the case".
Now think about this for just a second, by "Kendra's" own records, I have been to the Sprint store ELEVEN times, had THREE phones, made TWENTY SEVEN calls to Sprint customer service, and now after all of that, she discovers that I am in TWO coverage holes (at home and at the office) I asked her if Sprint had lost or moved some towers and she said she did not have that information.
All of this could have been avoided if just ONE of the EIGHTEEN Sprint associates that I have dealt with since early July would have had enough common sense to check the map.
Were my phones defective? I don't know, I know I did what Sprint said to do every step of the way up until I declined a fourth device.
This has been a truly fascinating exercise, regardless of your thoughts on me or how I handled this, when you look at THEIR customer service efforts, the level of incompetence boggles the mind.
Woody426 is offline  
Last edited by Woody426; August 22nd, 2012 at 08:47 PM. Reason: Inability or unwillingness to proofread.
Reply With Quote
Old August 23rd, 2012, 04:27 AM   #23 (permalink)
Member
 
Join Date: Mar 2012
Posts: 207
 
Device(s):
Carrier: AT&T

Thanks: 3
Thanked 35 Times in 30 Posts
Default

Surprised they did not send you a free Airave and try to extend the service commitment another two years.

Count your blessings and be done with it.
droidcentric is offline  
Reply With Quote
Old August 28th, 2012, 08:32 AM   #24 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

Heres another update. "Kendra" called me back on 8/24/12 with "GREAT NEWS", I wasn't "actually" roaming, even though my phone was giving me very frequent roaming notices while I am at home:

And even though the phones on the other account are doing the same thing, we aren't actually roaming. This logic fascinated me, I asked her to explain and I got some gibberish about how the level of roaming that we were doing wasn't affecting our bill ETC, blah blah blah. I countered with "well then if we aren't roaming, then there must be an issue with the phones, ALL SIX phones, she wasn't prepared for this line of questioning and attempted to evade answering the question, I repeated "So if there is NOT a coverage issue, like you clearly stated during our last call, then the omnipresent roaming notices must be directly related to a hardware issue with the phones, ALL SIX phones, encompassing different models from different manufactures?" She told me she was not a technical service representative and couldn't answer my question.
"Kendra" agreed to escalate me to the "final tier" (I heard Vaders theme from Star Wars in my head when she said that), and she told me to expect a call the week of the 27th.
On 8/27/12 at 3pm I received a call from "Angela" who I assume is with "final tier" escalations. Angela read me the boiler plate statement that the call may be monitored or recorded for accuracy and I told that it may also be recorded on my end, she was adamant that she was not giving permission to be recorded, I said fair enough then I do not agree to be recorded either, "Angela" informed me that she had no way of knowing if the call was being recorded on her end or not, I told her either way I was not giving permission to be recorded and we continued. "Angela" had not bothered to review the case at all and expected me to start from the beginning and explain the whole story, I refused and told her I could forward her all emails I had had since mid July and the transcripts of all the conversations, or she could research the history herself, either way I was not going to waste an hour of my time jumping through hoops for her amusement. She agreed to do the research herself. "Angela" was not one of the more polite Sprint associates that I have dealt with, very eager to interrupt me while I was speaking and I could tell by her sentence structure and her presentation that she does now or at some point has worked in the legal field.
"Angela" is supposed to review the case and get back tome next week.
Woody426 is offline  
Reply With Quote
Old August 29th, 2012, 05:00 PM   #25 (permalink)
Wasn't Me
 
ScandaLeX's Avatar
 
Join Date: May 2010
Location: PhiLLy
Gender: Female
Posts: 3,803
 
Device(s): NOTE II
Carrier: The NOW Network

Thanks: 1,160
Thanked 943 Times in 614 Posts
Default

Had this saga been made into a book it would've become a #1 best seller overnight.
I've been with Sprint about 12 yrs and during that time I can say for the most part they've been extremely helpful. There's only been 1 times I had to go the Dan@Sprint route and even then my issue was handled by 1 person who had everything rectified in less than 48 hrs.

I'm sorry your experience has been a tragedy. From everything you've posted it's been going on for way too long. Now, unless I missed it, according to you "So I say to "Kendra", "Soooo, this means that since I don't have coverage, Sprint will let me out of my contract with no ETF right? All SIX phones on BOTH accounts right?"
Her response "Yes, that would be the case"

My question is why didn't you take advantage of the opportunity to end your contract? It was right there but instead you went on and on about the coverage map.....made me think you were trying to trip her up or something. Especially considering this is one of the things you wanted after so many exchanges anyway.
PattiCakeUS likes this.
ScandaLeX is online now  
Reply With Quote
Old August 29th, 2012, 08:05 PM   #26 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

Quote:
Originally Posted by ScandaLeX View Post
Had this saga been made into a book it would've become a #1 best seller overnight.
I've been with Sprint about 12 yrs and during that time I can say for the most part they've been extremely helpful. There's only been 1 times I had to go the Dan@Sprint route and even then my issue was handled by 1 person who had everything rectified in less than 48 hrs.

I'm sorry your experience has been a tragedy. From everything you've posted it's been going on for way too long. Now, unless I missed it, according to you "So I say to "Kendra", "Soooo, this means that since I don't have coverage, Sprint will let me out of my contract with no ETF right? All SIX phones on BOTH accounts right?"
Her response "Yes, that would be the case"

My question is why didn't you take advantage of the opportunity to end your contract? It was right there but instead you went on and on about the coverage map.....made me think you were trying to trip her up or something. Especially considering this is one of the things you wanted after so many exchanges anyway.
I may have not been clear on how that went down, had I had the option I would have ended BOTH contracts at that very minute, however she said she needed to check on a couple things and would get back to me. I would have jumped all over the offer had it been an immediate option.
Woody426 is offline  
Reply With Quote
Old August 29th, 2012, 08:09 PM   #27 (permalink)
Wasn't Me
 
ScandaLeX's Avatar
 
Join Date: May 2010
Location: PhiLLy
Gender: Female
Posts: 3,803
 
Device(s): NOTE II
Carrier: The NOW Network

Thanks: 1,160
Thanked 943 Times in 614 Posts
Default

Quote:
Originally Posted by Woody426 View Post

I may have not been clear on how that went down, had I had the option I would have ended BOTH contracts at that very minute, however she said she needed to check on a couple things and would get back to me. I would have jumped all over the offer had it been an immediate option.
I would've held on while she checked considering you've spent a lot of time doing just that. I wouldn't have opted for her to call me back cause those call backs are rare.
ScandaLeX is online now  
Reply With Quote
Old August 29th, 2012, 08:16 PM   #28 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

Quote:
Originally Posted by ScandaLeX View Post
I would've held on while she checked considering you've spent a lot of time doing just that. I wouldn't have opted for her to call me back cause those call backs are rare.
I will give them this, every since I have been "escalated" to "the office of the CEO" EVERY time they have said they would call me back they have made good on the promise, I have never been happy with the results LoL but they DID call back.
Looks like I'm not the only one having issues

Taking Action for You: Local Sprint customers angry over cellphone service - fox59.com
Woody426 is offline  
Reply With Quote
Old September 2nd, 2012, 09:40 AM   #29 (permalink)
Member
 
Join Date: Aug 2012
Posts: 283
 
Device(s):
Carrier: Not Provided

Thanks: 14
Thanked 58 Times in 49 Posts
Default

Wow, Woody, that is some story. You were far more patient and gave them much more time than I would have. I would've been a (permanent, probably) ex-customer long ago.

One of my internal customers had a similar problem with a Motorola phone on our Verizon plan (I'm the wireless plan administrator where I work). Verizon replaced the phone twice, without a single argument, on nothing more than a phone call from me. (IIRC: She went and picked the 1st exchange up from the store. The second one they sent to us.) When the 3rd phone exhibited the same problem they gave us a different phone for only the cost of a subsidized phone on an account up for renewal ($99).

I've been with Sprint for my personal service for 13 years. I've only ever once had a serious problem, and they eventually solved it to my satisfaction when somebody from 2nd level retentions (or the like) called me back and fixed things.

For future reference: Paragraph breaks are your friend . (I admit: I skipped over much of your saga because I found it too difficult to follow.) You did seem kind all over the place.

Good luck.

Jim
PattiCakeUS likes this.
SEMIJim is offline  
Reply With Quote
Old September 2nd, 2012, 07:01 PM   #30 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

We arent REALLY roaming LMAO, love ya Sprint !
Woody426 is offline  
Last edited by Woody426; September 3rd, 2012 at 10:11 AM. Reason: Spelled LMAO wrong, no kidding.
Reply With Quote
sponsored links
Old September 3rd, 2012, 09:57 AM   #31 (permalink)
Member
 
Join Date: Aug 2012
Posts: 283
 
Device(s):
Carrier: Not Provided

Thanks: 14
Thanked 58 Times in 49 Posts
Default

Quote:
Originally Posted by Woody426 View Post
We arent REALLY roaming LAMO, love ya Sprint !
International roaming? Where are you, anyway?

Hmmm... look at this: International Roaming in the US?

Jim
SEMIJim is offline  
Last edited by SEMIJim; September 3rd, 2012 at 09:59 AM.
Reply With Quote
Old September 3rd, 2012, 10:00 AM   #32 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

Deepest darkest Kentucky, twenty miles north of Louisville, its a very "international" area. They just cant admit that there is a coverage issue in my area, I don't understand what else I can do to prove it to them.
Woody426 is offline  
Reply With Quote
Old September 3rd, 2012, 10:38 AM   #33 (permalink)
Member
 
Join Date: Aug 2012
Posts: 283
 
Device(s):
Carrier: Not Provided

Thanks: 14
Thanked 58 Times in 49 Posts
Default

Quote:
Originally Posted by Woody426 View Post
Deepest darkest Kentucky, twenty miles north of Louisville, its a very "international" area.
LOL!

Beautiful state you have. My wife and I spent a long weekend in the Red River Gorge area to visit the ancestral home of close friends (Townsend Cave).

I was surprised by our (Sprint) phones. They did pretty well. (We don't have data.) But the Verizon 3G hotspot I had from work, to keep me connected with the office, didn't work worth spit--even sitting out on the raised deck of our cabin--atop a mountain. (And I do mean, literally, atop a mountain!)

Jim
SEMIJim is offline  
Reply With Quote
Old September 3rd, 2012, 10:50 AM   #34 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

This whole thing is actually borderline hilarious, all I need now is to get a bill for "International roaming", that would be priceless!
Woody426 is offline  
Reply With Quote
Old September 3rd, 2012, 05:06 PM   #35 (permalink)
Senior Member
 
Mr. Ed's Avatar
 
Join Date: Jun 2010
Location: Over Yonder
Posts: 6,675
 
Device(s): S3, Evo LTE,Galaxy Note, Skyrocket, Aria, Nook Color Lg thrill,HTC EVO 4g, HTC Inspire,S7 slim,Acer
Carrier: Not Provided

Thanks: 1,008
Thanked 1,467 Times in 989 Posts
Default

Its prolly cause its rooted

(Joking)
Mr. Ed is offline  
Reply With Quote
Old September 3rd, 2012, 08:14 PM   #36 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

Rooted....... good one.
Woody426 is offline  
Reply With Quote
The Following User Says Thank You to Woody426 For This Useful Post:
Mr. Ed (September 3rd, 2012)
Old September 4th, 2012, 07:15 AM   #37 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

Hmmmm, sound kind of familiar. Sprint Community: Unresponsive, rude customer service representatives FOR MY EMPLOYEE ACCOUNT
Woody426 is offline  
Reply With Quote
Old September 4th, 2012, 09:54 AM   #38 (permalink)
Senior Member
 
Mr. Ed's Avatar
 
Join Date: Jun 2010
Location: Over Yonder
Posts: 6,675
 
Device(s): S3, Evo LTE,Galaxy Note, Skyrocket, Aria, Nook Color Lg thrill,HTC EVO 4g, HTC Inspire,S7 slim,Acer
Carrier: Not Provided

Thanks: 1,008
Thanked 1,467 Times in 989 Posts
Default

Quote:
Originally Posted by Woody426 View Post
Oddly enough the fee $35 is not supposed to be charged multiple times like they did to him. Assuming all of that occured within 30 days.

I am always curious what steps were taken...kind of along the lines of your posts. Did the reps he deal with check coverage, was it a corp store,did they triage the device at all or just give in to his demands of a new phone etc.

Did you ever have a chance to update your phones using kies or odin?

Or for that matter take it by a Sprint store and have them do it for you.
Mr. Ed is offline  
Reply With Quote
Old September 4th, 2012, 10:15 AM   #39 (permalink)
Wasn't Me
 
ScandaLeX's Avatar
 
Join Date: May 2010
Location: PhiLLy
Gender: Female
Posts: 3,803
 
Device(s): NOTE II
Carrier: The NOW Network

Thanks: 1,160
Thanked 943 Times in 614 Posts
Default

Quote:
Originally Posted by Woody426 View Post
Reading this left me with more questions than answers. It's a one person point of view. And from what I gathered, the demand for a new phone each time would've resulted in each $35 fee. Doesn't sound like actual exchanges of defective phones were being made.

When I got the iS4 and decided I wanted the Epic Touch instead I had to pay $35 before the transaction could even go thru. They told me this is how Sprint has now set up their system to curtail employee theft. Don't know if that's true or not but it seemed reasonable.
ScandaLeX is online now  
Reply With Quote
Old September 4th, 2012, 10:17 AM   #40 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

Mr. Ed I dont know anything about the guy who posted on the Sprint Community, I am still "banned" from that forum, I can read it but cant post or message the users. I did in fact update using Kies per your instructions.

I have switched back to the GS2 and have been using it for a while, added an extended life battery and am still having battery life issues (not AS bad as before) and am still getting the roaming notices every few hours. All the phone on the account are getting roaming notices, a couple are getting the "international" roaming notices as shown above.

I have spoken to a couple of neighbors that have Sprint and they are experiencing the same issues that I am having with the "roaming" notices. Its fairly obvious to me that SOMETHING has changed, I'm not well versed in cell tower technology, but where I once NEVER got "roaming" notices I now do all the time.

Funny thing, I went to Tennessee over the weekend, not ONE "roaming" notice, domestic or international, got home pulled in the driveway and BAM both phones in the car alert us that we are roaming.
Its like a bad movie.
Woody426 is offline  
Reply With Quote
sponsored links
Old September 4th, 2012, 10:19 AM   #41 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

Quote:
Originally Posted by ScandaLeX View Post
Reading this left me with more questions than answers. It's a one person point of view. And from what I gathered, the demand for a new phone each time would've resulted in each $35 fee. Doesn't sound like actual exchanges of defective phones were being made.

When I got the iS4 and decided I wanted the Epic Touch instead I had to pay $35 before the transaction could even go thru. They told me this is how Sprint has now set up their system to curtail employee theft. Don't know if that's true or not but it seemed reasonable.
My phone has been replaced three times, to Sprints credit I have never been charged anything for the replacements. I would GLADLY pay $35 to get into a different phone if it were only that simple.
Woody426 is offline  
Reply With Quote
Old September 4th, 2012, 10:35 AM   #42 (permalink)
Member
 
Join Date: Aug 2012
Posts: 283
 
Device(s):
Carrier: Not Provided

Thanks: 14
Thanked 58 Times in 49 Posts
Default

My local (corporate) Sprint store has been pretty good to me. When I bought my last new phone, a Palm Centro, I was unhappy with the way the battery cover would *click* when the phone was gripped, told the sales rep. it would drive me batty, and she exchanged it. Then I found, after about 1-2 week's worth of use, the holster they'd sold me to go with it was turning the keys black! Took it back and they exchanged it again. And replaced the holster with one that wouldn't turn the replacement phone's keys black. She even gave me a spare battery for my trouble. Told me the store manager had said "This is the last time, though." They never charged me a dime.

Sorry you're having such trouble, Woody. As I've said: Sprint has always treated me well. I've got somebody trying to dig up a Photon 4G still in the supply chain. Hopefully she'll succeed. Otherwise, I don't know what I'll do. I just found out VZ would be $20 more expensive/month, for less service. Not going to do that. "AT&T" is out of the question, and T-Mobile has even less coverage than Sprint.

I may just pass on a smartphone for now. I've lived this long without one.

Jim
SEMIJim is offline  
Reply With Quote
The Following User Says Thank You to SEMIJim For This Useful Post:
Woody426 (September 4th, 2012)
Old September 4th, 2012, 10:42 AM   #43 (permalink)
Wasn't Me
 
ScandaLeX's Avatar
 
Join Date: May 2010
Location: PhiLLy
Gender: Female
Posts: 3,803
 
Device(s): NOTE II
Carrier: The NOW Network

Thanks: 1,160
Thanked 943 Times in 614 Posts
Default

Quote:
Originally Posted by Woody426 View Post
My phone has been replaced three times, to Sprints credit I have never been charged anything for the replacements. I would GLADLY pay $35 to get into a different phone if it were only that simple.
They've never charged me for replacements if the reason was a defect. In my case there was nothing wrong with the phone--I just didnt want it. I had a feeling I wasnt going to keep the phone having come from a 4.3 screen. The size difference was a major issue for me.
ScandaLeX is online now  
Reply With Quote
Old September 4th, 2012, 10:54 AM   #44 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

Thanks Jim.
Your right, Sprint does have the lowest rates and as long as you are getting the coverage and the service you need I wouldn't for a second think you should leave. Unfortunately for some of us the story is different, my story is what it is, truthful and detailed. This forum Sprint Community: Space: Customer Service
shows countless Sprint customers with similar issues, I'm sure some of them may just be disgruntled miscreants who want to hear themselves complain, but it appears a good portion of them have legitimate complaints.
Woody426 is offline  
Reply With Quote
Old September 4th, 2012, 11:00 AM   #45 (permalink)
Junior Member
Thread Author (OP)
 
Join Date: Nov 2011
Posts: 40
 
Device(s):
Carrier: Not Provided

Thanks: 11
Thanked 1 Time in 1 Post
Default

Oh, one more thing. Like I said, I am "banned" from the Sprint Community forum, BUT I have a second account that I have the family on with five lines, so just as a little experiment I told "Janeedra" about my second account and that I planned on logging in on that account to use the forums.
I logged in (under a different user name of course) made some 100% POSITIVE comments about some posts and guess what, BANNED on that account too.
Stay classy Sprint.
Woody426 is offline  
Reply With Quote
Old September 4th, 2012, 12:56 PM   #46 (permalink)
Junior Member
 
Join Date: Jun 2012
Posts: 33
 
Device(s):
Carrier: Not Provided

Thanks: 2
Thanked 8 Times in 7 Posts
Default

Quote:
Originally Posted by Woody426 View Post
Oh, one more thing. Like I said, I am "banned" from the Sprint Community forum, BUT I have a second account that I have the family on with five lines, so just as a little experiment I told "Janeedra" about my second account and that I planned on logging in on that account to use the forums.
I logged in (under a different user name of course) made some 100% POSITIVE comments about some posts and guess what, BANNED on that account too.
Stay classy Sprint.
Someone at that website has it out for you man and we need to find out who. That is just absurd.
tenceriker is offline  
Reply With Quote
The Following User Says Thank You to tenceriker For This Useful Post:
Woody426 (September 4th, 2012)
Old September 4th, 2012, 05:31 PM   #47 (permalink)
Senior Member
 
Mr. Ed's Avatar
 
Join Date: Jun 2010
Location: Over Yonder
Posts: 6,675
 
Device(s): S3, Evo LTE,Galaxy Note, Skyrocket, Aria, Nook Color Lg thrill,HTC EVO 4g, HTC Inspire,S7 slim,Acer
Carrier: Not Provided

Thanks: 1,008
Thanked 1,467 Times in 989 Posts
Default

To clarify...TEP covers a phone for the life of the phone

Users who select TEP are only charged when a phone is damaged beyond repair..

As a courtesy a $35 fee applies to accounts that do not carry total equipment protection.

Woody...not sure if you ever did a manual update on the s2 phones but i highly suggest it.
Mr. Ed is offline  
Reply With Quote
The Following User Says Thank You to Mr. Ed For This Useful Post:
la sal (September 4th, 2012)
Old September 6th, 2012, 10:51 PM   #48 (permalink)
Wasn't Me
 
ScandaLeX's Avatar
 
Join Date: May 2010
Location: PhiLLy
Gender: Female
Posts: 3,803
 
Device(s): NOTE II
Carrier: The NOW Network

Thanks: 1,160
Thanked 943 Times in 614 Posts
Default

Quote:
Originally Posted by Mr. Ed View Post
To clarify...TEP covers a phone for the life of the phone

Users who select TEP are only charged when a phone is damaged beyond repair..

As a courtesy a $35 fee applies to accounts that do not carry total equipment protection.

Woody...not sure if you ever did a manual update on the s2 phones but i highly suggest it.
TEP ~ It depends what line you have the phone on....e.g. My Photon line 1 (TEP), Evo line 2 (no TEP). Broke the Evo. Instead of adding TEP to line 2, I switched the phones so that Evo was on 1, Photon on 2, Evo TEP replaced.

The $35 was charged because of restocking. Even though I was exchanging, I had to pay it to go from iPhone 4S to Epic 4G Touch. The only way I would've gotten out of the $35 is if the iPhone had been defective and it was being replaced with another iPhone.
ScandaLeX is online now  
Reply With Quote
Old September 6th, 2012, 11:24 PM   #49 (permalink)
Senior Member
 
Mr. Ed's Avatar
 
Join Date: Jun 2010
Location: Over Yonder
Posts: 6,675
 
Device(s): S3, Evo LTE,Galaxy Note, Skyrocket, Aria, Nook Color Lg thrill,HTC EVO 4g, HTC Inspire,S7 slim,Acer
Carrier: Not Provided

Thanks: 1,008
Thanked 1,467 Times in 989 Posts
Default

Quote:
Originally Posted by ScandaLeX View Post
TEP ~ It depends what line you have the phone on....e.g. My Photon line 1 (TEP), Evo line 2 (no TEP). Broke the Evo. Instead of adding TEP to line 2, I switched the phones so that Evo was on 1, Photon on 2, Evo TEP replaced.

The $35 was charged because of restocking. Even though I was exchanging, I had to pay it to go from iPhone 4S to Epic 4G Touch. The only way I would've gotten out of the $35 is if the iPhone had been defective and it was being replaced with another iPhone.
Just be careful...its rare someone would call you out on that...but that's considered fraud.

The iPhone is a completely different thing....iPhones are not actually tep eligible at the moment.

There are times that an exception can be made...usually only within 14 days...

For example...within 14 days an exchange can be made to a different device or color with a restock fee.
The one exception would be a defective device. There should be no fee regardless of model/color choice if device was defective..


Same device exchange requires no fee.

Beyond 14 days would require some hoops be jumped through...

It also is nearly impossible for a retail store to reset contract /pevent etffees if a phone is taken off after 14 days
Mr. Ed is offline  
Last edited by Mr. Ed; September 6th, 2012 at 11:33 PM.
Reply With Quote
The Following User Says Thank You to Mr. Ed For This Useful Post:
Rxpert83 (September 6th, 2012)
Old September 6th, 2012, 11:35 PM   #50 (permalink)
Wasn't Me
 
ScandaLeX's Avatar
 
Join Date: May 2010
Location: PhiLLy
Gender: Female
Posts: 3,803
 
Device(s): NOTE II
Carrier: The NOW Network

Thanks: 1,160
Thanked 943 Times in 614 Posts
Default

Quote:
Originally Posted by Mr. Ed View Post
Just be careful...its rare someone would call you out on that...but that's considered fraud.
Thank you. Hadn't even thought of it this way at the time. I didn't even question the employee who suggested it when they looked at my phone. All I knew was I wanted my phone fixed.
I had the dreaded USB disconnecting from main board issue where Sprint blames HTC and HTC blames Sprint but in the end the customer pays the price for a flawed design.

I ended up leaving the Evo on my primary line; gave the Photon away then when the problem occurred on the replacement I got the iPhone 4S.

When I took the iPhone back it was within 48 hrs of purchase.
ScandaLeX is online now  
Last edited by ScandaLeX; September 6th, 2012 at 11:38 PM.
Reply With Quote
Reply


Go Back   Android Forums > Android Carriers > Sprint
Thread Tools

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On



All times are GMT -5. The time now is 03:03 AM.
Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2014, vBulletin Solutions, Inc.