The short version is I tried to exchange, but Corp Store was out of EVO’s, said I cannot wait to exchange, and charged me $70 restocking fees!
Long version (only read on if you have nothing better to do) is my version 2 had leakage and rising of the bottom glass (btw, my husband’s v2 was flawless). Sprint escalated customer service said my phone was defective and to bring it to my Corp Store to exchange. The magical 30th day was yesterday while I was out of town on vacation.
- 6:00 pm Monday, my husband and 4 kids (all under 8) walked in the local Sprint store with all packaging, receipt…etc., two employees working.
- Lady tried to help with the exchange, but didn’t know how to perform exchanges in the computer. Told me I had to wait for Mgr. BTW – she was quite the cougar as we watched her hit on every young man coming in the store. The cougar and this Italian dude got to a point where they needed to get a room.
- Waited 20 mins for the Mgr to become avail. He said his store was out of EVO’s and had a 2-3 week wait list. He said he was unable to assist me and I needed to call Customer Service to do return. I explained that I just spoke to CS and they sent me to you, the Corp Store.
- I explained that I wanted an exchange, but he said he had no phone to exchange and when more phones come in, it would be beyond my 30-day exchange period and I was SOL after 30-days. He strongly encouraged that I call Sprint customer service again. I said I would, but asked if I could do it with him standing by. He said okay.
- I dialed Sprint and entered the option for escalated/priority customer service. Nice lady on call read my system notes and said that since my phone was defective, the Corp Store should put me on the wait list and not charge a restock fee since my intent is to exchange. She asked to speak to the store Mgr, but by this time he walked away and was jawing with a customer who was complaining about his EVO locking up after 10-12 consecutive calls. Phone rep said she would wait. 20 mins later, she was still holding and the store Mgr. continued to jaw about random topics, including the soon coming Epic phone.
- 7:30 pm, I finally interrupted jawing Mgr and handed him the phone to speak to Sprint customer service. They went back and forth for several minutes and Mgr handed phone back to me and walked away. Phone lady said she was so sorry and Corp store Mgr should work w/me, but there was nothing she could do. She offered that I pay $450 for a new phone and once it arrived, I could return my defective phone for a refund. No thanks.
- 8:00 pm, did I mention I was with my 4 kids?!!!
- Two hours later we were through with this place. I grabbed my husband’s perfectly fine EVO and told the Mgr I wanted to return both phones.
- He said he would, but it would be $70. I said fine, do it. Mgr started to process my return.
- Two new customers walked up to the main counter where Mgr was processing my return and sat beside me.
- Now, get this…Mgr said I don’t have a password on my account and asked for me to give him one. I asked what the password was for and he replied that it was for full access to my account to make changes…etc. He asked again for a password and said it was necessary to proceed. I asked myself, what good is this PW if these two customers sitting beside me are about to hear this? I made up a word and gave it to him. Note to self: change PW ASAP.
- Half way through my 5 min return process and without any acknowledgement to me, he asked one of the waiting customers how he could help and walked away for another 15 mins. Store lady was in back eating her dinner.
- Mgr came back and began assisting the other waiting customer. I was about to explode at this point.
- 9:30 pm, Mgr came back to me and charged my cc $70 and took back my phones.
- 9:45 pm, Mgr reactivated our old Sprint phones and I was outta there just before 10 pm.
During my vacation, 3 friggin’ hours and $70 for a 5 minute exchange/return!!!
***So, if you plan on exchanging your EVO on the last day, be sure the store has EVO’s in stock, otherwise you’re screwed with a return fee.
I’ve been a Sprint customer since 2002 and my contract is expired. I love the EVO, but have a crappy taste of Sprint CS in my mouth. What to do?
Long version (only read on if you have nothing better to do) is my version 2 had leakage and rising of the bottom glass (btw, my husband’s v2 was flawless). Sprint escalated customer service said my phone was defective and to bring it to my Corp Store to exchange. The magical 30th day was yesterday while I was out of town on vacation.
- 6:00 pm Monday, my husband and 4 kids (all under 8) walked in the local Sprint store with all packaging, receipt…etc., two employees working.
- Lady tried to help with the exchange, but didn’t know how to perform exchanges in the computer. Told me I had to wait for Mgr. BTW – she was quite the cougar as we watched her hit on every young man coming in the store. The cougar and this Italian dude got to a point where they needed to get a room.
- Waited 20 mins for the Mgr to become avail. He said his store was out of EVO’s and had a 2-3 week wait list. He said he was unable to assist me and I needed to call Customer Service to do return. I explained that I just spoke to CS and they sent me to you, the Corp Store.
- I explained that I wanted an exchange, but he said he had no phone to exchange and when more phones come in, it would be beyond my 30-day exchange period and I was SOL after 30-days. He strongly encouraged that I call Sprint customer service again. I said I would, but asked if I could do it with him standing by. He said okay.
- I dialed Sprint and entered the option for escalated/priority customer service. Nice lady on call read my system notes and said that since my phone was defective, the Corp Store should put me on the wait list and not charge a restock fee since my intent is to exchange. She asked to speak to the store Mgr, but by this time he walked away and was jawing with a customer who was complaining about his EVO locking up after 10-12 consecutive calls. Phone rep said she would wait. 20 mins later, she was still holding and the store Mgr. continued to jaw about random topics, including the soon coming Epic phone.
- 7:30 pm, I finally interrupted jawing Mgr and handed him the phone to speak to Sprint customer service. They went back and forth for several minutes and Mgr handed phone back to me and walked away. Phone lady said she was so sorry and Corp store Mgr should work w/me, but there was nothing she could do. She offered that I pay $450 for a new phone and once it arrived, I could return my defective phone for a refund. No thanks.
- 8:00 pm, did I mention I was with my 4 kids?!!!
- Two hours later we were through with this place. I grabbed my husband’s perfectly fine EVO and told the Mgr I wanted to return both phones.
- He said he would, but it would be $70. I said fine, do it. Mgr started to process my return.
- Two new customers walked up to the main counter where Mgr was processing my return and sat beside me.
- Now, get this…Mgr said I don’t have a password on my account and asked for me to give him one. I asked what the password was for and he replied that it was for full access to my account to make changes…etc. He asked again for a password and said it was necessary to proceed. I asked myself, what good is this PW if these two customers sitting beside me are about to hear this? I made up a word and gave it to him. Note to self: change PW ASAP.
- Half way through my 5 min return process and without any acknowledgement to me, he asked one of the waiting customers how he could help and walked away for another 15 mins. Store lady was in back eating her dinner.
- Mgr came back and began assisting the other waiting customer. I was about to explode at this point.
- 9:30 pm, Mgr came back to me and charged my cc $70 and took back my phones.
- 9:45 pm, Mgr reactivated our old Sprint phones and I was outta there just before 10 pm.
During my vacation, 3 friggin’ hours and $70 for a 5 minute exchange/return!!!
***So, if you plan on exchanging your EVO on the last day, be sure the store has EVO’s in stock, otherwise you’re screwed with a return fee.
I’ve been a Sprint customer since 2002 and my contract is expired. I love the EVO, but have a crappy taste of Sprint CS in my mouth. What to do?
