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Just got told pretty much that my free & clear 3000 should go **** itself. Of course not in that mean of words but yeah....
I asked the women ("account manager") about upgrading to an evo 3d for my free and clear 3000 and switching my verizon line to them to get another evo 3d. She was like oh you have to have premium data. So of course I replied with check my account it has premium data...then she made some more excuses, which i told her I had heard before. then finally she stated "I (yes as if she owned sprint) will not give you that upgrade because sprint employee's don't get it." I was like oh really? I would like to speak to someone above you.... she then stated that she was the highest. I told her to put a note on my account and I would be cancelling, I would rather pay some other company that has decent customer service for a phone. She was like "ok I will write that on your account. goodbye". I've been with them since like '07 or '08. Think twice before you get something with sprint.... Even ATT let iphone customers keep unlimited data because they had it before they changed it. Anyone else have ****ty customer service when it comes to sprint?
wasupwithuman said:
Just got told pretty much that my free & clear 3000 should go **** itself. Of course not in that mean of words but yeah....
I asked the women ("account manager") about upgrading to an evo 3d for my free and clear 3000 and switching my verizon line to them to get another evo 3d. She was like oh you have to have premium data. So of course I replied with check my account it has premium data...then she made some more excuses, which i told her I had heard before. then finally she stated "I (yes as if she owned sprint) will not give you that upgrade because sprint employee's don't get it." I was like oh really? I would like to speak to someone above you.... she then stated that she was the highest. I told her to put a note on my account and I would be cancelling, I would rather pay some other company that has decent customer service for a phone. She was like "ok I will write that on your account. goodbye". I've been with them since like '07 or '08. Think twice before you get something with sprint.... Even ATT let iphone customers keep unlimited data because they had it before they changed it. Anyone else have ****ty customer service when it comes to sprint?
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just get the sero premium. sprint usually has some of the best service. you can't keep that old plan forever mate
lol OWNED by sprint customer service..
Anytime I come across someone like that (at Sprint or anywhere) I'll hang up and call again to speak to someone else. I would try that before jumping ship over one dumb ass.
rugedraw said:
Anytime I come across someone like that (at Sprint or anywhere) I'll hang up and call again to speak to someone else. I would try that before jumping ship over one dumb ass.
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Agree, op is overreacting to some representative in a few bad mood
jessejames111981 said:
Agree, op is overreacting to some representative in a few bad mood
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This
...and the grass isn't greener anywhere else, where ya going to run too? the more exspensive att? verizon? or tmobile soon to be att?
some representatives suck for any company, call and try again, and again until someone is cool and works out a deal, i 've been told to screw off by tmobile, only to get sent to a loyalty group a phone call later and ending up with a sweet deal
a csr getting paid 11 bucks an hour was getting over it...hang up...say what an asshole put a smile back on and call again and get it done.
Yeah Verizon, ATT and T-Mobile customer service is the worst. Sprint has been rated #1 for the past 2 years. And I'll let you on a litle secret those surveys can mean the difference between a job and being fired. So the representatives try to do as much as they can to make sure you are "very satisfied." Sometimes the supervisors will call bluffs though. Sprint can't be a push over for everyone
Also OP you are way in the wrong though. That Free and Clear 3000 was made specifically for the purposes of not having eligibility. That part of the compromise. $20 a month, but no eligibility. You are at fault there.
So I'm just gonna throw this out there... Hey OP, have you ever had a bad day? Maybe overreacted to someone elses comments or mood? I sure have, and it sounds like that "mean lady" did too. FWIW, I almost never call sprint anymore, the online chat is quicker, more effective, and you can save the transcripts
sounds like a rep with bad mood, just call again. I had the best experience with sprint the last time I called.
You'll never get an Android or any new smart phone on a free and clear plan unless they do like they did with sero (doubtful since they did that was done so long ago with no news of other legacy plans being 'premium'). You'll be stuck with touch pro 2 era phones unless you change plans.
Whosdaman said:
Yeah Verizon, ATT and T-Mobile customer service is the worst. Sprint has been rated #1 for the past 2 years. And I'll let you on a litle secret those surveys can mean the difference between a job and being fired. So the representatives try to do as much as they can to make sure you are "very satisfied." Sometimes the supervisors will call bluffs though. Sprint can't be a push over for everyone
Also OP you are way in the wrong though. That Free and Clear 3000 was made specifically for the purposes of not having eligibility. That part of the compromise. $20 a month, but no eligibility. You are at fault there.
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http://articles.moneycentral.msn.co...l-of-shame-companies-2010.aspx?slide-number=7
They were #1 here. I also here recently had to deal with the BS of having to jump through hoops and talk to multiple people before you guys would do what you said you would. Your customer service may be getting better but it's still nothing to brag about...
Sent from my PC36100 using XDA Premium App
Whosdaman said:
Yeah Verizon, ATT and T-Mobile customer service is the worst..
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I must say 90% of my dealings with T-Mobile for the past 6 or so years has been amazing.
wasupwithuman said:
Just got told pretty much that my free & clear 3000 should go **** itself. Of course not in that mean of words but yeah....
I asked the women ("account manager") about upgrading to an evo 3d for my free and clear 3000 and switching my verizon line to them to get another evo 3d. She was like oh you have to have premium data. So of course I replied with check my account it has premium data...then she made some more excuses, which i told her I had heard before. then finally she stated "I (yes as if she owned sprint) will not give you that upgrade because sprint employee's don't get it." I was like oh really? I would like to speak to someone above you.... she then stated that she was the highest. I told her to put a note on my account and I would be cancelling, I would rather pay some other company that has decent customer service for a phone. She was like "ok I will write that on your account. goodbye". I've been with them since like '07 or '08. Think twice before you get something with sprint.... Even ATT let iphone customers keep unlimited data because they had it before they changed it. Anyone else have ****ty customer service when it comes to sprint?
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Doubt anyone can make that happen for you.
Have you tried converting your plan to SERO-PREMIUM?
Hello,
I have been with Sprint for just over 12 Years. During which time I must say they have actually helped out a great deal on the whole. Indeed, if you are getting nowhere with a particular CSR, hangup and try again.
Due to being with them for so long and because I have always had the flagship Sprint Phone (for many years that was an oxymoron) and Data Plan, I get same price as New Customer Discounts every year. However, I only added the EVO in September going from a Palm Pre.
With the EVO 3D about to be released, I decided I wanted to try and get the Promotional Price now so that I did not have to wait until September for the 3D. The first person I spoke to in Retention was On Hold trying to get approval only for the call to be disconnected. I called right back and was flat out denied and told September 1st would be the earliest. I immediately called back and got the right person and lo and behold I will now be able to get a 3D at Launch Day at the $199 price.
Now that Sprint is no longer doing the Mail in Rebate (oh hells yeah) as of 2 Months ago and the fact that they offer 150 Dollars Trade In for the 4G that the 3D is only going to cost 50 Dollars plus Tax.
It definitely helps to have a good Payment History and to have been there a long time, but I really do think Sprint's Customer Service has been greatly improved over the past few years.
Cheers,
JJ
Whosdaman said:
Yeah Verizon, ATT and T-Mobile customer service is the worst. Sprint has been rated #1 for the past 2 years. And I'll let you on a litle secret those surveys can mean the difference between a job and being fired. So the representatives try to do as much as they can to make sure you are "very satisfied." Sometimes the supervisors will call bluffs though. Sprint can't be a push over for everyone
Also OP you are way in the wrong though. That Free and Clear 3000 was made specifically for the purposes of not having eligibility. That part of the compromise. $20 a month, but no eligibility. You are at fault there.
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There is more to it than "Rob, you have missed 19 surveys this quarter, get your things together and exit the building immediately."
While we strive at Sprint to provide the best customer service possible, we have to keep in mind that sometimes what the customer is requesting is just impossible to comply with (like using a plan that is not compatible with certain devices, ect).
Sometimes no matter what you do, a customer is not happy, or like displayed on this forum, they assume the survey you receive is critical to your employment and give you a 1 out of spite. These things can be researched to see if the best possible customer service has been provided which is what Sprint is in the business of doing, backed by the most recent customer service awards.
So how do i go about switching to sero premium?
b0r0b said:
There is more to it than "Rob, you have missed 19 surveys this quarter, get your things together and exit the building immediately."
While we strive at Sprint to provide the best customer service possible, we have to keep in mind that sometimes what the customer is requesting is just impossible to comply with (like using a plan that is not compatible with certain devices, ect).
Sometimes no matter what you do, a customer is not happy, or like displayed on this forum, they assume the survey you receive is critical to your employment and give you a 1 out of spite. These things can be researched to see if the best possible customer service has been provided which is what Sprint is in the business of doing, backed by the most recent customer service awards.
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You see, thats where your wrong on this one. I called to ask about an upgrade and switch a line from verizon to sprint. I never once had an attitude or anything. I'm in the military, I was taught to treat everyone with respect. The person I talked to was flat out rude. She didn't offer me a sero plan or anything. She just told me that I have to switch to a full price plan, which no matter what anyone says I find completely bull****. I have referred numerous people to sprint, and have a up to date account with them. I had gone on the support chat before I called and the guy that was chatting with me gave me the number and told me to ask, his exact words were
"06/14/2011 05:14:16PM Agent (Billy A.): "You can do that, I have seen your account history and it is approved for the new line."
So that is what gets to me, one person willing to help and another person being a complete ass. Like I said I have been with sprint for YEARS, the least they could have done was been nice and not have an attitude. Now, blame it on the women or not; she is Sprint's employee and represents their company she should know how to treat people with respect.
EDIT: also before having an HTC hero on the plan they told me it was impossible to put that on my plan, because it needed premium data. I called and talked to some people and on my account it says "Premium Data $0 add-on charge $0.00" so i know that it is possible to help a customer out...
I don't think you will get it changed to sero-p.
From what I have read you should try and get it changed to the F&C3000 indirect employee plan.
I don't know anything about the plans but this is from a brief search. Also you need to keep trying until you find a rep that is familiar with the plan.
http://www.sprintusers.com/forum/showthread.php?t=207732&page=14
wasupwithuman said:
You see, thats where your wrong on this one. I called to ask about an upgrade and switch a line from verizon to sprint. I never once had an attitude or anything. I'm in the military, I was taught to treat everyone with respect. The person I talked to was flat out rude. She didn't offer me a sero plan or anything. She just told me that I have to switch to a full price plan, which no matter what anyone says I find completely bull****. I have referred numerous people to sprint, and have a up to date account with them. I had gone on the support chat before I called and the guy that was chatting with me gave me the number and told me to ask, his exact words were
"06/14/2011 05:14:16PM Agent (Billy A.): "You can do that, I have seen your account history and it is approved for the new line."
So that is what gets to me, one person willing to help and another person being a complete ass. Like I said I have been with sprint for YEARS, the least they could have done was been nice and not have an attitude. Now, blame it on the women or not; she is Sprint's employee and represents their company she should know how to treat people with respect.
EDIT: also before having an HTC hero on the plan they told me it was impossible to put that on my plan, because it needed premium data. I called and talked to some people and on my account it says "Premium Data $0 add-on charge $0.00" so i know that it is possible to help a customer out...
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you aren't going to get them to give you the premium 4g data charge for free. Best you can do is get a sero premium plan
edit: email them here and ask:
[email protected]
This is going to be lengthy...I apologize, bear with me. I have been a customer of Sprint for nearly 7 years. I currently have 5 lines on my account, and I have NEVER experienced anything like this.
My friend Patrick, who lives an hour away is one of those 5 lines. About a month ago, his Evo 4G phone broke, and due to having a warranty on his device, Sprint shipped him out a replacement. Fast forward a few weeks, and last Thursday, July 21st, his replacement phone stopped charging. The following day, he went into the Sprint store, and they ordered another replacement phone for him, that was supposed to arrive at my address either Monday or Tuesday.
On Tuesday, July 26th, the phone hadn't arrived yet. Since Patrick doesn't have another line, I call Sprint that evening around 7PM where I talked to Derek, out of Texas call center. He told me that the Evo 4G is on backorder for warranty exchanges, and that it may take up to 10 business day for it to ship. Then, Derek himself offered to send a different device instead. Note, I did not ask for this, he offered it for me. I said sure, and he offered me several devices, including Nexus S 4G, Kyocera Echo, and, to my bewilderment, Evo 3D. He said that due to the hassle this has caused, he was willing to do that for me.
When all was said and done, and we ended the conversation, and I received the confirmation email. Unfortunately, I noticed that the defective phone was listed as MY own phone (Evo 3D), and that the exchange was supposed to be done under MY phone number. Afraid that this was a mistake, I called them back, and this is when the roller coaster started.
The first guy (I didn't write down the names at this point, because I assumed this was going to be a simple fix) said that she couldn't believe that I was offered an Evo 3D, and after putting me on hold for 28 minutes, she came back and she said she would transfer me to their tech department. When I told the tech person what had happened, she said that it was impossible to make such a promise, and despite the fact that my customer note did in fact confirm that the upgrade was to be made, she didn't want to do it for me. At this point, she says she canceled the new Evo 3D order, even though I told her not to do it. I ask to speak to the manager, and I was then placed on hold for 45 minutes.
At this point, I decide to hang up, and try again. The second time I called, THE EXACT SAME THING HAPPENS. After being on hold for over an hour, I call the retention department. Rhonda says that she will try to fix the situation, and then she transfers me to "customer relation specialist," Derek (a different one) answers. After he was confirming to his superiors and chatting, he comes back to the conversation and tells me that they will honor the complimentary upgrade, and that he will call me around Thursday, July 28th (today, as of this writing) to handle the exchange. I mentioned the fact that Evo 3D order was canceled, but he tells me that in fact it hasn't, according to his system.
The next day, July 27th, around 12 PM, I get a phone call from Derek, apologizing for his mistake, and that the order was indeed canceled. He then transfers me to another tech department, and at this point, I get the run around that their system experienced a bug and that they are unable to fulfill the promise, despite what my "customer note" said. At this point, I was at a boiling point, having spent nearly 5 hours on phone with them in order to fix THEIR mistake. The manager offers me a Nexus S, which I accepted.
On July 28th, I get another shipping confirmation. Unfortunately, it was shipping confirmation for the Evo 3D, still under my number. Angered and confused and desperate, I try calling customer service, only to be given a rundown "what do you want me to do?" At this point, I go to a local Sprint store, where I talk to Brandon, one of the store managers. After patiently listening to my story, and reading over the notes, he confirmed that it was Sprint mistake, and that he will resolve it however necessary. He also confirmed that the Evo 3D was shipped and that the Nexus S order was canceled. At this point, he wrote a lengthy note on my account. He says that Patrick should just active the 3D, and ship the 4G back, and that the note should take care of everything. I thanked him and left the store.
Fast forward a few hours later, Patrick received his phone. Unfortunately, the exchanged phone came with no battery, and 4G battery does NOT fit into a 3D. I call Brandon at the local store, and tells me that sometimes that happens, and that Patrick can simply go to a local store and get the right battery.
At his local store, Ryan, the assistant store manager, refused to provide a replacement battery, saying that Patrick received the 3D in error, and that he should have received a Nexus S instead, and that his system is showing that the Nexus S order is NOT canceled. At this point, I get a phone call from frustrated Patrick, using one of their in store phones. Ryan refused to call Brandon in my local Sprint store to confirm the story, and he also would not talk to me. After a lot more arguing, Ryan finally provided the battery for Patrick.
After this whole ordeal, I am simply APPALLED at the customer service that was provided. Being given a run around, and being left on hold for an hour two times just to get rid of me, I felt that both Patrick and I were mistreated and lied to. I do appreciate what Derek tried to do for me, and Brandon's customer service went far and beyond to attempt to resolve this issue, but overall, this has left a sour taste. Despite getting a free 3D upgrade, in the end, it just wasn't worth it.
Now, I am also scared of what may happen when the Evo 4G is shipped back. Guess I can always head to Brandon, the only person willing to help me out in all of this.
I don't really know why I posted this...I think I just had to vent. The sad thing is, my 30 day return window on Evo 3D ended 2 days ago. Otherwise, they would have lost a customer.
If you have any more issues with them just call retentions and they will work with you without the hassle. For my wife's EVO they skipped all the hassle and just gave me a new in box after having a similar problem with their customer service. If you look around the number is out there. (that's how I found out about retentions)
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Seems like a ton of time spent and believe me I have been there with sprint. Silver lining is you got an EVO3d for free. 5+ hours saved you 200 bones. Also sounds like your buddy owes you some beers. From the sounds of things you could use them.
Sent from my PG86100 using XDA App
Wow! I am apalled and shocked! This is all amazingly nuts. I would have been flipping! Its cool that you got a free 3D but holy ****, thats a lot crap to deal with to get it!
Vivix729 said:
This is going to be lengthy...I apologize, bear with me. I have been a customer of Sprint for nearly 7 years. I currently have 5 lines on my account, and I have NEVER experienced anything like this.
My friend Patrick, who lives an hour away is one of those 5 lines. About a month ago, his Evo 4G phone broke, and due to having a warranty on his device, Sprint shipped him out a replacement. Fast forward a few weeks, and last Thursday, July 21st, his replacement phone stopped charging. The following day, he went into the Sprint store, and they ordered another replacement phone for him, that was supposed to arrive at my address either Monday or Tuesday.
On Tuesday, July 26th, the phone hadn't arrived yet. Since Patrick doesn't have another line, I call Sprint that evening around 7PM where I talked to Derek, out of Texas call center. He told me that the Evo 4G is on backorder for warranty exchanges, and that it may take up to 10 business day for it to ship. Then, Derek himself offered to send a different device instead. Note, I did not ask for this, he offered it for me. I said sure, and he offered me several devices, including Nexus S 4G, Kyocera Echo, and, to my bewilderment, Evo 3D. He said that due to the hassle this has caused, he was willing to do that for me.
When all was said and done, and we ended the conversation, and I received the confirmation email. Unfortunately, I noticed that the defective phone was listed as MY own phone (Evo 3D), and that the exchange was supposed to be done under MY phone number. Afraid that this was a mistake, I called them back, and this is when the roller coaster started.
The first guy (I didn't write down the names at this point, because I assumed this was going to be a simple fix) said that she couldn't believe that I was offered an Evo 3D, and after putting me on hold for 28 minutes, she came back and she said she would transfer me to their tech department. When I told the tech person what had happened, she said that it was impossible to make such a promise, and despite the fact that my customer note did in fact confirm that the upgrade was to be made, she didn't want to do it for me. At this point, she says she canceled the new Evo 3D order, even though I told her not to do it. I ask to speak to the manager, and I was then placed on hold for 45 minutes.
At this point, I decide to hang up, and try again. The second time I called, THE EXACT SAME THING HAPPENS. After being on hold for over an hour, I call the retention department. Rhonda says that she will try to fix the situation, and then she transfers me to "customer relation specialist," Derek (a different one) answers. After he was confirming to his superiors and chatting, he comes back to the conversation and tells me that they will honor the complimentary upgrade, and that he will call me around Thursday, July 28th (today, as of this writing) to handle the exchange. I mentioned the fact that Evo 3D order was canceled, but he tells me that in fact it hasn't, according to his system.
The next day, July 27th, around 12 PM, I get a phone call from Derek, apologizing for his mistake, and that the order was indeed canceled. He then transfers me to another tech department, and at this point, I get the run around that their system experienced a bug and that they are unable to fulfill the promise, despite what my "customer note" said. At this point, I was at a boiling point, having spent nearly 5 hours on phone with them in order to fix THEIR mistake. The manager offers me a Nexus S, which I accepted.
On July 28th, I get another shipping confirmation. Unfortunately, it was shipping confirmation for the Evo 3D, still under my number. Angered and confused and desperate, I try calling customer service, only to be given a rundown "what do you want me to do?" At this point, I go to a local Sprint store, where I talk to Brandon, one of the store managers. After patiently listening to my story, and reading over the notes, he confirmed that it was Sprint mistake, and that he will resolve it however necessary. He also confirmed that the Evo 3D was shipped and that the Nexus S order was canceled. At this point, he wrote a lengthy note on my account. He says that Patrick should just active the 3D, and ship the 4G back, and that the note should take care of everything. I thanked him and left the store.
Fast forward a few hours later, Patrick received his phone. Unfortunately, the exchanged phone came with no battery, and 4G battery does NOT fit into a 3D. I call Brandon at the local store, and tells me that sometimes that happens, and that Patrick can simply go to a local store and get the right battery.
At his local store, Ryan, the assistant store manager, refused to provide a replacement battery, saying that Patrick received the 3D in error, and that he should have received a Nexus S instead, and that his system is showing that the Nexus S order is NOT canceled. At this point, I get a phone call from frustrated Patrick, using one of their in store phones. Ryan refused to call Brandon in my local Sprint store to confirm the story, and he also would not talk to me. After a lot more arguing, Ryan finally provided the battery for Patrick.
After this whole ordeal, I am simply APPALLED at the customer service that was provided. Being given a run around, and being left on hold for an hour two times just to get rid of me, I felt that both Patrick and I were mistreated and lied to. I do appreciate what Derek tried to do for me, and Brandon's customer service went far and beyond to attempt to resolve this issue, but overall, this has left a sour taste. Despite getting a free 3D upgrade, in the end, it just wasn't worth it.
Now, I am also scared of what may happen when the Evo 4G is shipped back. Guess I can always head to Brandon, the only person willing to help me out in all of this.
I don't really know why I posted this...I think I just had to vent. The sad thing is, my 30 day return window on Evo 3D ended 2 days ago. Otherwise, they would have lost a customer.
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Sorry you had to go through all of that. I hope it all works out from now.
I had a pretty terrible experience with sprints customer service too: http://forum.xda-developers.com/showthread.php?t=1182917
To put it simply, Sprint's CS is an absolute abomination for the most part, I like their pricing and products but they really need to continue to improve in how they treat customers.
Next time you experience an issue call this number (877)775-4886 This is the retention line and the folks in this department usually bend over backwards to help you out.
Its the only number I dial whenever I have any issues, no matter how small.
I hate dealing with Sprint on the phone.....What a bunch of Monkeys they are. I ALWAYS go to the local Sprint store.....for warranties, insurance claims, new phones, etc.. They deal with all of the BS for me.
Ok there are two options:
1) Call Sprint retentions and ask for an early upgrade. Tell them your whole ordeal and then explain to them that at this point, that's the only thing that would keep you as a customer. Throw in the whole "I've been a customer for 7 years and this is how you treat me?". It will renew your contract when you use but they'll give it to you. There's a whole thread about it. The direct number (no phone-tree menus) is: (877)775-4886
Thread is here: http://forum.xda-developers.com/showthread.php?t=1093232
I can personally confirm this works as I'm now rocking an Evo 3D after only a year of having an Evo.
2) Email [email protected] with your problem, your name and number (and one to contact you at if it's different than your Sprint number). Someone from the Office of Dan Hesse (yes I'm serious) will contact you and help you solve your problem. I worked with them on several big issues. Your problem will always be dealt with by the same person you started with and they'll email you confirmations after every conversations along with their direct line. This is used for big problems, like what you're describing. They have a lot more power than normal reps and I suggest you use this if the first method isn't enough for you.
Thank you all for your responses. While the issue is currently resolved after the whole ordeal, there is still that chance that something will go awry when the 4G is sent back (since the warranty exchange was performed under my #/Evo 3D).
Even though the store manager placed in the notes what to do, I am not holding my breath. I'll email dan, and call retentions, if talking to the store manager doesn't resolve this potential issue.
Again, thank you. I truly feel better
thank god for tmobile, btw I bet if you had threaten to leave sprint they would've straighten you out quick fast and in a hurry.
Me and my mom had a similar problem. She called and used the same story on the evo 4g forums to upgrade early using her upgrade. Well we went to the sprint store and my mom tried talking to the sprint manager and he gave her the number to cs. shes on the phone with them for 2 hours saying she wants her upgrade early for her sons early birthday. Anyways after 2 hours and a chat with the manager of that facility she gets it and they say it takes 48 hours to activate the upgrade to the system and the manager promises her on monday it will be cleared. Monday rolls around and NO upgrade to her account. So my mom gets hysterical and the sprint people tell her to call cs again well my mom gets pissed with cs and they transfer her to retentions, where the retentions manager pushs an immediate push for the upgrade that was another hour on the phone. Then another 45 minutes for the sprint people to activate my evo 3d into the system. ahh well it saved me $350 for the early upgrade and 4 hourts argueing with the sprint peoples lol.
sounds to me like sprint is hooking yall up big time at the cost of jumping through a few hoops
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I doubt you have anything to worry about with the return or whatever being under another number.... Not sure what it is youre worried about exactly
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mcmikecruz1 said:
sounds to me like sprint is hooking yall up big time at the cost of jumping through a few hoops
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This. And also, what other cell company overnights new phones to customers and also will give you a free sprint airave if you ask them?
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They CAN and WILL give you an early upgrade. It adds another year to your contract (assuming you have one left already). And it takes effect immediately. If they say "it takes 24-48 hours to show up", they're lying. They tried that one me. I called back after 2 days and told them "so and so promised me an early upgrade and it's not there" and they did it IMMEDIATELY. I logged into my Sprint account while on the phone and saw it.
And on top of that the system glitched and gave me another upgrade even after I used it on the Evo 3D. Now I also have a Nexus S 4G lol.
This doesnt make any sense to me. You just got a FREE Evo 3D....I really dont care what it took to get it done...the fact that you got a free Evo 3D is pretty impressive and reason enough to be satisfied with the end result.
Granted the whole ordeal was a massive headache...but you still recieved a device that is so new Sprint has very limited flexibility with for FREE. Hell...I would have willingly gone thru all that you went thru to save the 200 bucks for a sweet ass phone.
Quis89 said:
This doesnt make any sense to me. You just got a FREE Evo 3D....I really dont care what it took to get it done...the fact that you got a free Evo 3D is pretty impressive and reason enough to be satisfied with the end result.
Granted the whole ordeal was a massive headache...but you still recieved a device that is so new Sprint has very limited flexibility with for FREE. Hell...I would have willingly gone thru all that you went thru to save the 200 bucks for a sweet ass phone.
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+1 , how disgusting though lol
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Product F(RED) said:
They CAN and WILL give you an early upgrade. It adds another year to your contract (assuming you have one left already). And it takes effect immediately. If they say "it takes 24-48 hours to show up", they're lying. They tried that one me. I called back after 2 days and told them "so and so promised me an early upgrade and it's not there" and they did it IMMEDIATELY. I logged into my Sprint account while on the phone and saw it.
And on top of that the system glitched and gave me another upgrade even after I used it on the Evo 3D. Now I also have a Nexus S 4G lol.
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Not to call you out or anything, but the early upgrade is for those customers that would have had an upgrade from April through now August (they keep extending it) due to the Premiere Gold/Silver changes. Beyond that it is YMMV.
And sometimes it does take 1-2 days. I got one before and they said give it 1-2 days and it'll show up, and it didn't show up till the night of the next day, but yeah you're right, they also have the power to do it immediately as well. It could be the reason you got a double upgrade.
ReinMaker said:
Not to call you out or anything, but the early upgrade is for those customers that would have had an upgrade from April through now August (they keep extending it) due to the Premiere Gold/Silver changes. Beyond that it is YMMV.
And sometimes it does take 1-2 days. I got one before and they said give it 1-2 days and it'll show up, and it didn't show up till the night of the next day, but yeah you're right, they also have the power to do it immediately as well. It could be the reason you got a double upgrade.
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Mine would have been this August, but they gave it to me in June because I brought up that point. They'll still give it to you. It's win-win. After about a year, you've finished paying back the difference between the retail and subsidized price of the phone, and by upgrading early, you're adding another year to your contract.
Still better than other companies you're usually on your own with them.
Sent from my PG86100 using XDA App
Thought I'd give AT&T a call to complain about the battery issue since the firmware update. My thought being that if they don't get enough people complaining about it, they won't push any fixes from Samsung to the devices...
I ended up talking to someone at an obviously out-sourced call center. I told him that since the firmware update, I've had horrible battery life AND that I've had dropped calls more often than before...
After having me sing, dance, pray to the moon, and do strange (and almost sexual) things to my phone, he decided that I should get a replacement battery. (Nevermind that the issue started from a firmware update, that my battery is in PERFECT physical shape, etc) He also managed to insult me when he first asked about moisture exposure, and then had me check the moisture indicators (they were white.)
He then checked into the dropped calls, and tells me that I might be getting dropped calls because I'm not staying perfectly still when on the phone. (I guess tower hand-off is no longer supported with AT&T wireless.) He then claims that I, in the last 2 days, had two phone calls: one for 16 minutes and one for 137 minutes. That's obviously NOT calls I've made. I then read off my call log to him (including the dropped calls.) He, without any warning, then (I guess) puts me on hold. 44 minutes later (I was timing it), I hear a click and fast busy.
It's no wonder that AT&T was rated among the worst for customer service among wireless carriers.
Gary
I know exactly what you mean. I've had similar experiences dealing with their tech support. You get put on hold for huge amounts of time, then out of nowhere, they hang up. I remember one day, I was calling about a warranty replacement for one of my older phones, I was hung up on 4 times. It wasn't a dropped call, each person I asked said the call wasn't dropped but was hanged up, (plus I have never had a dropped call). They really need to step their game up.
If only there were some way to get those damn Wireshark caps of BT-AMP going nuts to someone with a clue...
I've given up hope.
LOL! I think that's how they trained their reps. Either said that "We have no problem with ###." Or hang up if the rep cannot find the answer in the scripts on CD. LOL!
Yeah I jist got off phone with att warranty replacement. I don't know if I'm happy yet.the good news is they are sending me a replacement. Bad new is its refurbished. I told them that I didn't pay $98 for a used phone. Argument didn't get me too far so we shall see what happens. She called it a rare condition Phone. My problem was the defective screen.with black splotches
Sent from my SAMSUNG-SGH-I777 using xda premium
BeenAndroidized said:
LOL! I think that's how they trained their reps. Either said that "We have no problem with ###." Or hang up if the rep cannot find the answer in the scripts on CD. LOL!
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Lol! I worked for an AT&T call center a while back. You just gave me a flashback lol.
Simba501 said:
Lol! I worked for an AT&T call center a while back. You just gave me a flashback lol.
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U r welcome. It must be true then. ROFLOL.
Sent from my SAMSUNG-SGH-I777 using XDA App
Simba501 said:
I worked for an AT&T call center a while back.
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Oh. I'm so very sorry. Did it hurt? I'm glad to see you recovered from what must have been a low point in your life. You know, we all hit rock bottom at times, but as long as we get up, wipe off the dirt, and push on - everything will work out.
Gary
I used to work at an AT&T call center and can recommend the following when dealing with them...always call back if you don't get what you want (within reason), never wait on hold for more than 10 min at a time (it's against co. policy to not check in every 5 min), be as courteous as possible given your circumstances. As a personal choice, I never speak to guys because they never help me--I always hang up and call back. If you get someone on the line that's difficult to understand, you can always "request an American agent." The outsourced agents have to try to help you, but if you insist, they have to transfer you. I hope this was at least mildly useful to someone reading this...
Sent from my SAMSUNG-SGH-I777 using xda premium
ONE of the reasons I'm moving to Verizon in a few months. Piss poor customer service. Thanks for sharing Gary!
sent from my Galaxy SII
lo-fi_engineer said:
The outsourced agents have to try to help you, but if you insist, they have to transfer you. I hope this was at least mildly useful to someone reading this...
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Really? That IS good to know. I have a conductive hearing loss, and its VERY VERY difficult for me to understand heavy or fast accents. Especially male accents (my loss is at the lower frequencies.)
Then again, half the outsourced agents insist they are in the US (but for some reason, only the ones actually in the US will tell me what state they are in.)
Very good information! Thank you!
Oh, and I'm glad to see that you survived your experience at AT&T. I hear employees at that company are starting to learn from Foxconn employees on how to leave a job. (jump off the roof of the building.)
ATT CS can be quite helpful. You just have to know how to talk and not waste time on an unhelpful agent.
Premier CS has always been American, helpful and always got me what I want/needed.
Red5 said:
Premier CS has always been American, helpful and always got me what I want/needed.
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What's premier CS? Extra customer service that you have to pay for?
If so that's kinda silly. Everyone gets CS, BUT if you want good CS, you need to pay extra ..LOL
sent from my Galaxy SII
No. I have a Premier account (tied in with my company corporate account) so when I call and the system runs my number, it sees that and automatically transfers me to Premier customer support... which has always been American, helpful and knowledgeable. I pay nothing extra.
Hmm good to know. (I've got a corporate FAN applied, so have a Premier account.)
That said, when I have an issue, I just go into a corporate store. My experience is that corporate-owned stores have superior technical support.
I'm wondering if there's a way I can bring the evidence against UCKK6 I've collected into a store and actually have it get somewhere useful...
Red5 said:
No. I have a Premier account (tied in with my company corporate account) so when I call and the system runs my number, it sees that and automatically transfers me to Premier customer support... which has always been American, helpful and knowledgeable. I pay nothing extra.
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ah .. I don't have a premier account which explains the sh*tty customer service.
Well I'm a COR rep at an AT&T store, and I can tell you from experience that AT&T is a horrible company is so many ways.
I won't go into how bad they are to work for, and how horrible they treat their employees. They worry about the dumbrst stuff with their reps instead of worrying about what really counts in this company.
That aside. It's bad enough they treat us bad, but what's worse is they treat the customers bad.
Calling into Warranty is a nightmare, and I always suggest just driving to a Warranty center, which will be muich easier to get your phone replaced with minimal trouble.
Our deposit requirements are higher than any other Cell company. Yes we do have stricter credit requirements than Verizon. I've had customer who've had a few lines for years and never had an original deposit or late on their bills. You go to add a line and it hit's their credit and BOOM, it wants a deposit.
I could go on for an hour about all the crap, but I don't to depress anyone. LOL
The only reason I still work for AT&T is because I have been there so long that I'd hate to start out at the bottom with another company. But there are days I get close to putting in my resume at Verizon, which I think it is much better company in many ways.
On the phone with them now...
me: "My phone is less than 2 months old! I don't want it replaced with a refurbished phone. I want a new replacement."
them: "Sir, it won't be refurbished. it will be reconditioned."
me: "Please explain to me the difference."
them: "Sir, your phone is days more than 30 old, so it has to be reconditioned".
me: "Please explain to me the difference between refurbished and reconditioned. As far as I'm aware, they are the same."
them: "I told you that you have to have reconditioned replacement."
me: "I'd like to speak with an American Agent."
them: "I have no way to transfer you."
me: "I happen to know you can. Please transfer me to an american agent"
them: "there is nothing I can do transfer you."
me: "I'd like to speak with your supervisor"
them: "will you hold for 3-4 minutes while I get supervisor?"
me: "yes"
(5 minutes later)
them: "all supervisors are busy engaging in another calls. will you want to hold 3 4 more minutes?"
me: "yes"
...
(I hung up.)
Rather than mobility, I worked for AT&T/ Bell South's DSL division. It was rough at times, but all customer service is rough. You can't pick your customers (especially not the technologically illiterate) and when handling service-related calls, you often have to clean up after sales agents who lied to customers just to make their quota. It wouldn't be so bad, but corporate was complicit in encouraging that kind of behavior and the people that suffer are the customers and the tech & service suppport agents that they get irate with. I worked the system to keep my metrics in spec because corporate was more interested in how long I spent on a call than whether or not I actually fixed their problem. My opinion was that my primary goals were customer retention and connecting people with things they can actually use instead of worthless upgrades that they couldn't. Needless to say, I was the tier 2 agent you wanted to get bc I treated rules & processes like they were written in sand instead of stone:-D
My manager didn't like it, but his boss's boss liked my effectiveness so it was all good. As far as the job goes, it paid well, the benefits were good, and with such high turnover I got seniority for schedules in <6 months
Sent from my SAMSUNG-SGH-I777 using xda premium
So my wife is up for an upgrade beginning of April. She has an Evo and its running like a dog and battery life sucks. I call up Sprint and ask if I can get her an early upgrade. There response is "No", we can't do that in our system. So I say you will not offer me anything if I pay the $50 termination fee. You would rather lose a 6 year customer than offer an early upgrade? No wonder they can't make any money. Was I talking to an idiot or is that Sprints business mentality?
Sent from my MB855 using xda premium
ssaggy said:
So my wife is up for an upgrade beginning of April. She has an Evo and its running like a dog and battery life sucks. I call up Sprint and ask if I can get her an early upgrade. There response is "No", we can't do that in our system. So I say you will not offer me anything if I pay the $50 termination fee. You would rather lose a 6 year customer than offer an early upgrade? No wonder they can't make any money. Was I talking to an idiot or is that Sprints business mentality?
Sent from my MB855 using xda premium
Click to expand...
Click to collapse
Thats pretty much how it is.
I filed Attorney General complaints against them, I filed FCC complaints against them. I spoke to retention, wrote the office of the president.. I dont think I left any stone unturned.
Thats how I ended up here. I had an Epic 4G Touch and it was awful. Worst radio ever. All I wanted was a reset of my upgrade. I didnt get it. After months of suffering with a complaint failure of a phone, I bought a Photon out of pocket.
Im just waiting for my contract to run out and Im bailing. I may go back to TMobile. I had good luck with them and the customer service there was outstanding.
hell im buying out my contract and going to verizon. atleast i will get what i pay for.
it depends on the date you try to get early upgrades, they can do it, trust me, but if you fall within a certain time frame, they just can't, so just call back and see if you can get another person on the line, if they still give you lip, talk to customer retention *remember them, they are your friends* they'll work something out, especially since you actually want to stay with the company
I buy my phones at radioshack. They told me that usually they can get early upgrades approved if you're within 3 months of your eligible upgrade date.
Sent from my MB855 using XDA App
good info on the early upgrades! i have to say, i'm not the most pleased w/ sprint either. I live about 20 minutes from their headquarters and regularly get dropped calls from within my hope. their answer is to buy their in-home tower.. granted it costs money and you need internet service to run it (i use my phone to tether my internet so can't use tower anyway)
anyway, when all is said and done, i don't like the coverage, but the price is really unbeatable for what services you do get ... at least that's my opinion
also - they tell you to pay for the tower to boost your signal, but will give it to you for free if you threaten to leave due to poor signal (friends did it)
i know this is off topic but the reception thing is whats getting to me.. i just signed up for sprint today because they had the lowest deposit for my **** credit and i really wanted the photon. the phone should come in by saturday (i hope) but the reception reviews through sprint are both confusing and scary. a lot of people say the reception sucks worse than any other carrier but some say its the best they've had. also in may area some friends say they love the reception and free roaming where sprint isnt available (using verizons towers) and some say they barely get reception at all and if your not in a populated area you can forget about it. i have played with the photon out in the country FAR away from civilization. went through back roads and held a phone converstion for over an hour on the photon from the country all the way to the city taking back roads and it did not drop my call. this was just one area i know but still pretty amazing.
i guess the real question is.. how is the reception when roaming? i live in arkansas and sprints coverage map is pretty poor here with sprint coverage only in the major cities here and the rest is roaming. and like i said the reviews for sprint coverage vs roaming have been mixed. its hard to get an unbiased opinion because i do know that it has a lot to do with the phones radio and the basic phones which dont have as many frequencies as the smartphones
My problem with Sprint is the high bands that they are using. I never get Wimax indoors, and I often roam at work since it's underground.
T-Mobile uses high bands too, and Verizon is too expensive since they don't have a M2AM plan.
AT&T is actually the best fit for me even with their crappy costumer service. First Tegra 3 phone that comes out, and goodbye Sprint.
Sent from my Photon 4G using Tapatalk
I just did an early upgrade from sprint on 2 phone line,one was due to upgrade in june that one costed $45 and the one for july costed $55. and that's how i got the photon's. that was 2 weeks ago.
I find them to be all over the place. After going back and forth with the people at [email protected] I actually secured a 10 month early upgrade, but my wife's line that is out in April I had no such luck pushing for an early so she can get an iPhone. Even though it would only cost me like $35 to terminate her line all together they were willing to let her go than upgrade her. I think if you have a legit gripe (I did) and are willing to go the distance with them (took me 2 months) then you have a good chance at success. But, in the case of my wifes line where I just wanted an early upgrade, no such luck.
I always recommend emailing your concerns to [email protected]. Some one will call you back directly and then you will have a direct number to call back. This way you open a dialog with one rep.
I'm an 8 year sprint customer. I've lived and worked in the same place since I've signed up. The last 6 to 8 months, signal has been awful. Pretty much coinciding with the arrival of the iphone.
I guess quickly signing up almost 1 million new subscribers has taken a toll on bandwidth.
I bet they will get through this in 6 months to a year, but it sucks horrible now.
Sent from my MB855 using xda premium
Jeff_in_LA said:
I'm an 8 year sprint customer. I've lived and worked in the same place since I've signed up. The last 6 to 8 months, signal has been awful. Pretty much coinciding with the arrival of the iphone.
I guess quickly signing up almost 1 million new subscribers has taken a toll on bandwidth.
I bet they will get through this in 6 months to a year, but it sucks horrible now.
Sent from my MB855 using xda premium
Click to expand...
Click to collapse
this is why i hate the icrap, but some people are too "dumb" to realize that the phone is a huge waste of money
A2CKilla said:
this is why i hate the icrap, but some people are too "dumb" to realize that the phone is a huge waste of money
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Wait, how is it a waste of money? iPhone destroys any Android phone in build quality/software besides the fact that it's such a closed ass system.
Only thing that might top the software is Blackberry, when they release QNX to smartphones and make more powerful phones, cause they're really lacking in that department.
---------- Post added at 01:38 AM ---------- Previous post was at 01:34 AM ----------
Jeff_in_LA said:
I'm an 8 year sprint customer. I've lived and worked in the same place since I've signed up. The last 6 to 8 months, signal has been awful. Pretty much coinciding with the arrival of the iphone.
I guess quickly signing up almost 1 million new subscribers has taken a toll on bandwidth.
I bet they will get through this in 6 months to a year, but it sucks horrible now.
Sent from my MB855 using xda premium
Click to expand...
Click to collapse
My parents/family has been with sprint since before I was born, I am 22 years old now. And we don't get special treatment from sprint, the only way to upgrade early is if its the main line. The signal sucks in my city/county as well.
Plancy said:
Wait, how is it a waste of money? iPhone destroys any Android phone in build quality/software besides the fact that it's such a closed ass system.
Only thing that might top the software is Blackberry, when they release QNX to smartphones and make more powerful phones, cause they're really lacking in that department.
---------- Post added at 01:38 AM ---------- Previous post was at 01:34 AM ----------
My parents/family has been with sprint since before I was born, I am 22 years old now. And we don't get special treatment from sprint, the only way to upgrade early is if its the main line. The signal sucks in my city/county as well.
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i look at a phone as a long term investment, if i can't get the most out of something that cost 200-300 bucks that i will be stuck with for 2 years tops, it's a huge waste in my opinion, that's like buying a car and your not able to add all your accessories and spoilers to get the most out of something that's gonna be with you for a while, that's why i stick with android, blackberry is for businesses hands down, can't argue with that, so most people that get the icrap are just isheep or they refuse to spend money wisely...IN MY OPINION
NVM, this is going to become a heated debate. Either of these phones being better than one another is subjective, I personally thing, for my needs, iPhone is better, but I got this Motorola Photon for $250 off contract and I'm really enjoying it.
I got a free early upgrade because I had the Evo and kept replacing them. So I know if you are having issues you can get an upgrade that way.
Sent from my Photon via XDA
Thought I would try and give back a little to the boards with a short rant about sprint, maybe someone will find a useful bit of info from my crazy month of wtf.
So I got an Evo LTE, and im a OG evo guy since the release day so I expected a great deal from the brand. Im a 10+year guy with sprint, 2 lines, equipment protection plan, yada yada... When I got the phone charged up for the first time I tried making a call right away and couldnt get a signal; same house my OG evo works ok in. I was sent an air rave tower right away, which is both a curse and a blessing. I have my LTE (stock) for about a week and I start getting random reboots, I wait a day to make sure there wasn't something I was overlooking. My conclusion was I'm having the common random reboot problem. In addition I was also getting about 5 hours max battery life, and intermittent wifi, and strange overheating of the metal part of the cover. I called sprint and asked them what I should do, and they set me up with an appointment at the local store.
I bought the phone on a Thursday, and tried to return it two Thursdays later 14 days from the date on my receipt, at which point I was told they would not give me a phone out of inventory because my "14 day" return period expired. I argued all the way up to the store manager, with whom I shared words with. I was left with one alternative which was a "45min" wait for a tech to tell me my phone is broken, and 3 days from then I would get a replacement mailed to that store where I would have to return and exchange my old device, which they rudely handed back to me and said I should keep so "they don't loose it." I was leaving on a plane the next day and there was a hurricane coming so I told them I will keep the phone a few more days and they should f-%# themselves. Their 14 day return period starts the day BEFORE you buy the phone. returning two weeks from the day is 15 days on Sprint clocks, even when the Sprint rep on the phone makes your appointment for you. needless to say I was asked to leave the store.
The hurricane (more like tropical storm) shows up and my flight gets canceled, and the intermittent power outages basically disabled my airrave tower, so I was going on my third week with no working phone. I finally give up on all the crap and got a hold of the retention department or whatever they are called. I told them that if I can't get a phone out of inventory at the store the same day, im pretty sure Verizon would. They coughed up a $50 service credit and told me I had to go through the process. I re-activated my og evo so I would have somewhat of a reliable situation.
I went back to a different sprint store this week with an appointment and got lectured by a flunky girl who quoted the company line and tried telling me I clearly had a bad battery, and software issues. After I received my lecture from her I assured her I read all about many different people with my specific problems and I know she does too so lets get down to business ( I had waited 45 min with on time arrival for the appointment ). She started poking around my account (after having me read her my pin number aloud in public) and told me I canceled my equipment protection on the LTE and there was nothing she could do. I invited her to think about that for a minute, and she realized the person on the sprint *2 call that activated my OG Evo decided to remove my equipment plan without authorization. then I get the manager again, and 30-40 min later they hashed it out and told me keep my LTE and comeback tuesday (today) to pick up my replacement. I should also note that my google voice number was completely disabled from my account, (confirmed after an hour of trying to renew it via phone and computer.)
I go in today at 8pm, wait 30 min before anyone would talk to me about why I was there and encounter a soft spoken kid who couldn't figure out what I was asking for. He disappears in the back for a while then comes out with a refurbished OG Evo! They ordered the wrong Darn phone! I was not really surprised by this in retrospect... I then sat there with the manager while he tried to resolve the problem. His solution? I was told the order ticket was canceled (lies, we all know the first girl ordered me an OG Evo even though she held my LTE in her hand and solicited that I rate her well in my followup survey call); He then deactivated my OG evo, reactivated my LTE so he could order one, then tried and failed to re-activate my OG evo to no avail. After 20 min, I told him i knew how to update my profile and to fix it after I get home.
Needless to say, my OG evo is still not activated (he went home leaving me with no phone for yet another day), and my current status is I'm waiting for my factory (s on) new-ish LTE which may or may not be in by friday afternoon. The whole time there was a drawer full of inventory LTE's that they explicitly would not give me despite my hassle. I invited them to let me out of my contract and take their lemon LTE back and was again told no.
At some point in there I tried a few new ROMS and TWRP. I got stuck in a softbrick after an update to one of them ( I believe it was the meanROM ICS v39) which may have been my fault, not sure so no insult is intended. I believe it was a TWRP problem a few people seem to have had I've read. I was able to break the softbrick by getting into to recovery
(vol down and power pressed for 20 seconds then release > then vol down + power for 2 seconds each, 3 times > re-lock > then running the RUU jewel back to stock. Tamper message goes away after that and I was left with ReLocked message. The phone still has ALL of the aforementioned problems (as it did with any ROM I tried). Sorry I can't be much more helpful to the dev's with my descriptions, but it probably wont serve any of you to troubleshoot based off my results with a defective unit. One last thing- I have a wifi issue since day one with the LTE, it takes about 5 seconds to connect to any website the first time, after that everything loads in a snap, but browsing brings back the 5 second problem about every 3rd link I click.
tl;dr
What you should learn:
-Sprint 14 day return policy is no questions asked replacement from inventory provided you return within 13 days.
-Activating a legacy will probably nuke your google voice integration as well as complicate your replacement order.
-my random reboot problem didn't start until after about 1 week and minimum changes to the phone ( I have been doing most of my android stuff with my Nexus 7 tab.)
-Airrave towers die from fluctuating power for a couple hours (like during a tropical storm). Towers in S. Fla. worked for my girls Metro PCS device the whole time, as well as my OG Evo (not connected to service at that point).
-Sprint will NOT send you a replacement phone via post any longer.
-You must return to a Corporate store to get a replacement, and you have to drive back over there once it comes in (make an appointment!)
-You can probably snag a $50 service credit if you threaten to cancel (I've read people getting more).
On an unrelated note:
-(class 10) 32 GB micro sd card on newegg goes for about $20 with shipping, they are $100 at the Sprint outlet.
-$50 otterbox cases are clunky and not my taste, my 'greatshield' case from the egg was < $10 and I like it.
-Screen protectors at sprint are 10x as much dough as online.
If anyone is interested I will try and update this post after I get my new phone (if I get a new phone.) Sprint has gone a long way down, but the competitors are no better so don't be insulted if your one of their good employees. My total estimated lost time over this debacle has been about 4 weeks without a new working phone I already paid for, and 8 hours of driving, and waiting in the store or on the phone. I got kicked out of the store for cursing out the manager who was talking to me like im an imbecilic drone like he is, other than that almost every one else was dumb but well mannered. He actually called me out when I told him I was flying out of town, and work 7 days a week. He actually told me that there are laws that I must be given days off ( insinuating I was lying ). This is pretty ironic considering im a lawyer in this state; I know more than a few of the lurkers here are lawyers too, i'm sure you understand the long hours). His condescension pushed me over the edge, and hes lucky he didn't meet the old me.
Thx to all the Devs on xda for your superb work.
-----------
I really need a sig here::: would love to post thumbs of my legacy hardware, it would be pretty fun going back down memory lane. I honestly miss my treo(s)
yeah i had a snafu with sprint and thats when I gave them the middle finger. got out of my contract ETF free despite the fact i was 22 days in.
Well,after 3 weeks of phone calls sprint finally decided to send me a replacement evo,i mean its really bad when you have to go throught all this just to get a working phone,it shows that sprint has no interest in keeping customers happy,i came from verizon and they offer you a replacement without hassle,i dont know if its because verizon is doing way better financially or what,but they need to get their stuff together
Sent from my EVO using xda app-developers app
Damn and here I am never having a issue with Sprint at all. Never had a issue getting a replacement phone or with dropping calls.
Now I have a issue with best buy black tie plans and getting a phone but that's a story for another day.
Sent from my EVO using Tapatalk 2
I think the stores in your area dropped the ball. Only in the case of ordering you the wrong phone and making you wait again while the correct one came in. The other things technically were Sprint policy.
My location would have worked with you on the point of ordering the wrong phone. That is of course assuming you were polite. Individuals who are condescending jerks don't get far. Not saying that's what you are or were.
Sent from my EVO using xda premium
So from what I gathered from the wrong phone being ordered is that sprint has to order the device that is currently active on the account. That explains why u got an Og evo and not the lte. I'm a tech at sprint and that's how the system works.
Sent from my Genesis that does what Nintendon't
Full of thoughts...
Thanks for all of the sophisticated replies, glad to finally be posting here after a few years of lurking.
Something is very broken at Sprint and I suspect it has everything to do with a bunch of gone by night,
corporate exec's that fire people in hallways and use phrases like "corporate efficiency"...
I estimate my lifetime sprint spending at a modest $25,000. Its a severe kick to the gentleman region
that the moment my phone stopped working It was not replaced.
Honestly, I know how corporate employees feel, but the beauracratic, non-sense policies that ignore what I
need ( a working phone ) and sanction customers like me (my time and patients) are a disaster for many
companies. I was in sever need of my working phone connection, and I got screwed by sprint policy that
keeps them from loosing money from customers that can't be compared to me.
I'm a super nice guy most of the time, it was always served me well to try and give people what they want.
I may be highly educated and blessed for my financial situation (im not rich, but am thankful), however
I grew up in Detroit, a city with a 50% literacy rate, 25% highschool graduation rate, and crippling
unemployment (possibly as high as 30-40% un-adjusted). For lack of a better way of saying it, I talk like
a common man. I am also from a very violent place, so I have learned to respect people who I don't know
much about, but to strike back when they cross the line with me. So i probably sounded like a jerk bag getting
kicked out of a Sprint store, but believe me ... come visit south Florida sometime, you will honestly wonder
how some people here made it to adult-hood.
As a side note; if you work in customer service don't talk about customers in a different language. My girl and
I combined understand 6-7 languages (most fluent). We normally dress down, I like wearing jersies and sandals.
We both look 5-10 years younger than we are, and could easily be stereo-typed as no one important- in
fact we both like it that way. I've never asked Sprint for any special favors.
That being said, I have some valuable business advice for Sprint, and would go into MUCH more detail with
someone who was in charge at their higher levels: basically Sprint needs a way to tell the difference between
customers that are a money suck, and ones who are the bread and butter. Then that system needs to be easily
applied by the worker bees.
All that the store manager had to do on my first trip to sprint was to get me a working phone line and make it
easy for me to exchange, even if I had to come back. Its the MOST BASIC reason anyone walks in a sprint store,
and their relative inability to deal with a hardware issue without insulting me and wasting my time is a
malignant corporate problem, not an employee problem.
Make up your own minds about how I sound, it is what it is. If you work for Sprint I encourage you to
not take offense to my comments, Im really trying to use broad strokes with these points.
XDA members are so, so close to a new watershed in tele-com; It wont be long now untill none of us will be
willing to sign contracts and/or purchase hardware from our cellular providers. The rest of the world isn't
going to take to long to catch on either. With companies like metro pcs doing the kind of numbers they are,
Sprint as we now know it is going to be a relic.
My Sprint experiences have been positive 80% of the time, but when it goes bad it goes really bad.
@David: BestBuy is going to die a slow, painful corporate death before 2022 I surmise. Their problems
are very similar to sprint, sorry for your bad luck with them; I think I already know what you would say.
I'm confident people like on this forum will bring the industry back up to speed on their own terms. Its really
quite an amazing community, a real credit to humanity. I dont just say that, the existence of a dev community
like this is quite a unique human event (a sort of enlightenment.) There are not enought nice things to say about
how people here help others with something they genuinely do for fun.
Cell companies on a whole are intellectually dishonest with the people, and have adopted the economic principals
of companies that are the college examples of myopic, unethical, poorly directed, abusers. Much like the mortgage
industry, lack of consumer oriented management has created a culture of abuse and if my readers don't agree, they
can at least understand why I make the argument.
I have gotten pretty far away from what I started talking about, so Ill leave it here: invest in google, they are
sending a pretty clear message to sprint by rolling out google Fiber in Kansas...IMO
---
sorry for typo's talking/typing on the tablet.
redwings23 said:
Honestly, I know how corporate employees feel....
.... and I got screwed by sprint policy that
keeps them from loosing money from customers that can't be compared to me.
I'm a super nice guy most of the time...
Click to expand...
Click to collapse
You must be a Republican. You've got to be right? Sure that holds no relevance but your post screams Republican. Lol.
No offense but this post is drenched in the very condescending tone that I was under the impression you communicated in. All customers should be viewed as equal. It's unfair to believe otherwise. I understand you feel as though your needs and requests hold priority over that of the majority but policies are policies and they are in place for a reason. There is no excuse it took so long for your replacement device to arrive, but let's be honest. You did have a functional phone in the meantime, right? Sprint should have taken responsibility for their mistake though. I definitely empathize with you on that point.
I'm sorry, the entitlement argument always rubs me the wrong way.
Sent from my Galaxy Nexus using xda premium
redwings23 said:
Thought I would try and give back a little to the boards with a short rant about sprint, maybe someone will find a useful bit of info from my crazy month of wtf.
So I got an Evo LTE, and im a OG evo guy since the release day so I expected a great deal from the brand. Im a 10+year guy with sprint, 2 lines, equipment protection plan, yada yada... When I got the phone charged up for the first time I tried making a call right away and couldnt get a signal; same house my OG evo works ok in. I was sent an air rave tower right away, which is both a curse and a blessing. I have my LTE (stock) for about a week and I start getting random reboots, I wait a day to make sure there wasn't something I was overlooking. My conclusion was I'm having the common random reboot problem. In addition I was also getting about 5 hours max battery life, and intermittent wifi, and strange overheating of the metal part of the cover. I called sprint and asked them what I should do, and they set me up with an appointment at the local store.
I bought the phone on a Thursday, and tried to return it two Thursdays later 14 days from the date on my receipt, at which point I was told they would not give me a phone out of inventory because my "14 day" return period expired. I argued all the way up to the store manager, with whom I shared words with. I was left with one alternative which was a "45min" wait for a tech to tell me my phone is broken, and 3 days from then I would get a replacement mailed to that store where I would have to return and exchange my old device, which they rudely handed back to me and said I should keep so "they don't loose it." I was leaving on a plane the next day and there was a hurricane coming so I told them I will keep the phone a few more days and they should f-%# themselves. Their 14 day return period starts the day BEFORE you buy the phone. returning two weeks from the day is 15 days on Sprint clocks, even when the Sprint rep on the phone makes your appointment for you. needless to say I was asked to leave the store.
The hurricane (more like tropical storm) shows up and my flight gets canceled, and the intermittent power outages basically disabled my airrave tower, so I was going on my third week with no working phone. I finally give up on all the crap and got a hold of the retention department or whatever they are called. I told them that if I can't get a phone out of inventory at the store the same day, im pretty sure Verizon would. They coughed up a $50 service credit and told me I had to go through the process. I re-activated my og evo so I would have somewhat of a reliable situation.
I went back to a different sprint store this week with an appointment and got lectured by a flunky girl who quoted the company line and tried telling me I clearly had a bad battery, and software issues. After I received my lecture from her I assured her I read all about many different people with my specific problems and I know she does too so lets get down to business ( I had waited 45 min with on time arrival for the appointment ). She started poking around my account (after having me read her my pin number aloud in public) and told me I canceled my equipment protection on the LTE and there was nothing she could do. I invited her to think about that for a minute, and she realized the person on the sprint *2 call that activated my OG Evo decided to remove my equipment plan without authorization. then I get the manager again, and 30-40 min later they hashed it out and told me keep my LTE and comeback tuesday (today) to pick up my replacement. I should also note that my google voice number was completely disabled from my account, (confirmed after an hour of trying to renew it via phone and computer.)
I go in today at 8pm, wait 30 min before anyone would talk to me about why I was there and encounter a soft spoken kid who couldn't figure out what I was asking for. He disappears in the back for a while then comes out with a refurbished OG Evo! They ordered the wrong Darn phone! I was not really surprised by this in retrospect... I then sat there with the manager while he tried to resolve the problem. His solution? I was told the order ticket was canceled (lies, we all know the first girl ordered me an OG Evo even though she held my LTE in her hand and solicited that I rate her well in my followup survey call); He then deactivated my OG evo, reactivated my LTE so he could order one, then tried and failed to re-activate my OG evo to no avail. After 20 min, I told him i knew how to update my profile and to fix it after I get home.
Needless to say, my OG evo is still not activated (he went home leaving me with no phone for yet another day), and my current status is I'm waiting for my factory (s on) new-ish LTE which may or may not be in by friday afternoon. The whole time there was a drawer full of inventory LTE's that they explicitly would not give me despite my hassle. I invited them to let me out of my contract and take their lemon LTE back and was again told no.
At some point in there I tried a few new ROMS and TWRP. I got stuck in a softbrick after an update to one of them ( I believe it was the meanROM ICS v39) which may have been my fault, not sure so no insult is intended. I believe it was a TWRP problem a few people seem to have had I've read. I was able to break the softbrick by getting into to recovery
(vol down and power pressed for 20 seconds then release > then vol down + power for 2 seconds each, 3 times > re-lock > then running the RUU jewel back to stock. Tamper message goes away after that and I was left with ReLocked message. The phone still has ALL of the aforementioned problems (as it did with any ROM I tried). Sorry I can't be much more helpful to the dev's with my descriptions, but it probably wont serve any of you to troubleshoot based off my results with a defective unit. One last thing- I have a wifi issue since day one with the LTE, it takes about 5 seconds to connect to any website the first time, after that everything loads in a snap, but browsing brings back the 5 second problem about every 3rd link I click.
tl;dr
What you should learn:
-Sprint 14 day return policy is no questions asked replacement from inventory provided you return within 13 days.
-Activating a legacy will probably nuke your google voice integration as well as complicate your replacement order.
-my random reboot problem didn't start until after about 1 week and minimum changes to the phone ( I have been doing most of my android stuff with my Nexus 7 tab.)
-Airrave towers die from fluctuating power for a couple hours (like during a tropical storm). Towers in S. Fla. worked for my girls Metro PCS device the whole time, as well as my OG Evo (not connected to service at that point).
-Sprint will NOT send you a replacement phone via post any longer.
-You must return to a Corporate store to get a replacement, and you have to drive back over there once it comes in (make an appointment!)
-You can probably snag a $50 service credit if you threaten to cancel (I've read people getting more).
On an unrelated note:
-(class 10) 32 GB micro sd card on newegg goes for about $20 with shipping, they are $100 at the Sprint outlet.
-$50 otterbox cases are clunky and not my taste, my 'greatshield' case from the egg was < $10 and I like it.
-Screen protectors at sprint are 10x as much dough as online.
If anyone is interested I will try and update this post after I get my new phone (if I get a new phone.) Sprint has gone a long way down, but the competitors are no better so don't be insulted if your one of their good employees. My total estimated lost time over this debacle has been about 4 weeks without a new working phone I already paid for, and 8 hours of driving, and waiting in the store or on the phone. I got kicked out of the store for cursing out the manager who was talking to me like im an imbecilic drone like he is, other than that almost every one else was dumb but well mannered. He actually called me out when I told him I was flying out of town, and work 7 days a week. He actually told me that there are laws that I must be given days off ( insinuating I was lying ). This is pretty ironic considering im a lawyer in this state; I know more than a few of the lurkers here are lawyers too, i'm sure you understand the long hours). His condescension pushed me over the edge, and hes lucky he didn't meet the old me.
Thx to all the Devs on xda for your superb work.
-----------
I really need a sig here::: would love to post thumbs of my legacy hardware, it would be pretty fun going back down memory lane. I honestly miss my treo(s)
Click to expand...
Click to collapse
Nice tirade BTW. But, you did your math wrong. You bought it on thursday, that is day 1. Day14 would therefore be wednesday.
troll?
wolfclan68 said:
Nice tirade BTW. But, you did your math wrong. You bought it on thursday, that is day 1. Day14 would therefore be wednesday.
Click to expand...
Click to collapse
Is this a troll?
Try again, the way the planet Earth works is that you turn one year old on the anniversary of your birth.
I returned to the store 13 days and 18 hours prior to my previous visit.
When considering some potential for illogical ambiguity such as yours,
Sprint should confer benefit of the doubt upon the disadvantaged party (me).
Sprint sold me a lemon, and a monthly plan for equipment guarantee, which makes me a disadvantaged party.
I was also given a receipt with terms of adhesion incorporated into it mentioning 14 days with no clarification of
the intent that the moment the transaction occurred a full day is presumed as having past.
Turns out the Florida Supreme Court agrees with my logic: the day the transaction takes place is not included.
For instance, If I serve you with a lawsuit today, you have 30 days (starting at zero) to respond.
If it had said "return the phone within 30 days of the purchase date", you might have yourself an argument.
"14 days" is a measurement of time that appeared on my contract.
Lets review:
-if I agree to give you one apple a day for 14 days starting on a Thursday you will get your last apple on Wednesday.
-if I agree to give you an apple in 14 days, you will get an apple two Thursdays from now.
Now lets have fun:
suppose today is Thursday
-If I tell you to meet me in Vegas in 7 days, you will expect me next thursday
-if i tell you meet me at my office before I go home in 8 hours, you can add 8 hours to the current time and rely on me leaving at the sum.
suppose its 5pm-
-If you ask me (on a Thursday) to meet you at your office within 336 hours I have until next Thursday at 5pm to comply.
336 hours = 14 days
Now try substituting '336 hours' for the words 'two weeks' or '14 days'; Rational minds work in mysterious ways.
sprint's stated policy
Now that we've covered the basics, dead over to sprint dot com /landings/returns/
within 14 days of activation (day 1 of the 14 days starts when the phone is activated)
Click to expand...
Click to collapse
They even messed it up there!
Day 1 starts when the phone is activated?
That clearly means two different things...
Day one starts and ends when exactly?
Why should a customer have to guess, especially in the 24 hour world of web shopping?
Why not simply state the date which will be the last of the period? I know my library does.
I wonder if anyone else has pondered this problem, oh say 3 years ago on yahoo! answers...
http:/ /answers.yahoo. com/question/index?qid=20090929112655AAk7o1O
in the future you can bypass the whole store visit by calling them and stating the problem and they will drop ship you another device right then if within the time period. I've done it before a few times no problems at all.
sgt. slaughter said:
in the future you can bypass the whole store visit by calling them and stating the problem and they will drop ship you another device right then if within the time period. I've done it before a few times no problems at all.
Click to expand...
Click to collapse
I tired, I know what you mean too. I had a treo drop dead after a few days and it was about as painless as a phone call and dealing with the return packaging. Unless I seriously missed something, I tried talking to many different people, supervisors, etc.
I called on the 10th day (or if your a sprint employee the 11th) and talked to a rep who told me there is no way for them to send me a phone AT ALL. I argued up to the supervisor, and was told that Sprint has changed its policies quite drastically since the iphone was brought over :facepalm:
Anyway, I believe the new policy is that you HAVE TO take your exchange back to a Sprint corporate store, and have exchanges made there within the 13 days time frame.
Another guy also informed me that if I did a straight up insurance claim on the phone I would have to pay a $200 deductible.
hopeless..... Im calling the store tonight, Im pondering how to stay calm. If the new phone is flawed in any more than minor way and not fixed with an inventory phone, im giving up and will be trying to get out of the ETF and finding a new carrier. Im sure I can get my $200 back out of the virgin hardware. I give them 3 to 1 odds of not screwing something else up.
redwings23 said:
I argued up to the supervisor, and was told that Sprint has changed its policies quite drastically since the iphone was brought over :facepalm:
Click to expand...
Click to collapse
I know you probably don't think you are being condescending, but the fact that you had to argue on your call with customer service makes me think you come across as such.
And while you think Sprint should see you as better than the riff-raff, truth is, your individual account is no different than the millions of other individual Sprint customers. I also have issues with my local Sprint corporate store service techs, but I have nothing but positives for the business customer care department.
Quis89 said:
You must be a Republican. You've got to be right? Sure that holds no relevance but your post screams Republican. Lol.
No offense but this post is drenched in the very condescending tone that I was under the impression you communicated in. All customers should be viewed as equal. It's unfair to believe otherwise. I understand you feel as though your needs and requests hold priority over that of the majority but policies are policies and they are in place for a reason. There is no excuse it took so long for your replacement device to arrive, but let's be honest. You did have a functional phone in the meantime, right? Sprint should have taken responsibility for their mistake though. I definitely empathize with you on that point.
I'm sorry, the entitlement argument always rubs me the wrong way.
Sent from my Galaxy Nexus using xda premium
Click to expand...
Click to collapse
I approve this message
via xda premium on my AOKP'd Evo LTE
sgt. slaughter said:
in the future you can bypass the whole store visit by calling them and stating the problem and they will drop ship you another device right then if within the time period. I've done it before a few times no problems at all.
Click to expand...
Click to collapse
Yeah I called Sprint one morning because I had no data after updating PRL. Within 10 minutes they were ready to send me a new phone.
I was able to fix it by connecting to a WiFi connection to update and it was fine so I kept my phone. I thought they were more than helpful.
Naters
Sent from my EVO using xda app-developers app
meh
bman3333 said:
I know you probably don't think you are being condescending, but the fact that you had to argue on your call with customer service makes me think you come across as such.
And while you think Sprint should see you as better than the riff-raff, truth is, your individual account is no different than the millions of other individual Sprint customers. I also have issues with my local Sprint corporate store service techs, but I have nothing but positives for the business customer care department.
Click to expand...
Click to collapse
Well, I have some experience with Wisconsin's .. err wisconsinites?... wisconsonians?
Anyway, based on my experience you are making your point because I used the word 'argued'.
Arguing is not mutually exclusive of being a gentleman during the conflict.
I was very nice to the people, I just did not accept their answers. The first girl I talked to, although dim witted, told
me that she did her best and asked me if there was anything else I needed, I told her her answer was unacceptable
to me, and while although not her fault in any way, I would like to talk to the supervisor.
I am a mover, but my main advantage is I can easily relate to all sorts of people, I walk around smiling,
except when people break my stones. If you go out of your way to disrespect me I will shame you publicly.
I don't live in the midwest, but I grew up there. we probably share the same values / character traits.
Just realize that there are other cultures in different parts of the country, and S. Florida is a place where you
can pull over and help a lady change her tire (just because you're a good guy) and she will complain you are
taking to long to do it. (happened to a friend of mine). Down here its 'too good, too stupid". I'm not intimidated
by the Latin bravado, and have found most these boys down here don't know why its a bad Idea to try and
back a hockey player into a corner. The store manager talked trash about me in Spanish while I was standing right there
I knew what he was saying and was not wrong for reacting a certain way. I was definitely not the one being smug there.
Originally Posted by Quis89
You must be a Republican. You've got to be right? Sure that holds no relevance but your post screams Republican. Lol.
No offense but this post is drenched in the very condescending tone that I was under the impression you communicated in. All customers should be viewed as equal. It's unfair to believe otherwise. I understand you feel as though your needs and requests hold priority over that of the majority but policies are policies and they are in place for a reason. There is no excuse it took so long for your replacement device to arrive, but let's be honest. You did have a functional phone in the meantime, right? Sprint should have taken responsibility for their mistake though. I definitely empathize with you on that point.
I'm sorry, the entitlement argument always rubs me the wrong way.
Click to expand...
Click to collapse
I'm oddly uncomfortable with discussing my political leanings here, but I will say I think for myself.
Anyway, there are many problems with your points-
I have been through this process with Sprint and exchanged one a few years back (a new Treo) the 'policies' were
much different then, and I expected the same pleasant results this time around. No Dice.
I was treated well when making a visit to buy a phone, and crapped on once the payment cleared.
Ill remind you that I called sprint within 10 days and they set my appointment up for me!
Nether the phone rep or the store told me there would be any problem until I showed up on day 14
and was forced to sit in the store for about 90 min. and not offered an inventory phone because of 'policy'.
I had the other line hooked up to my dying og evo, and its pretty bad. Ive been using my nexus 7 and
google voice to make calls, since no one could get my google number to ring through to the og.
The policies would have been fine if 3-4 people i met along the way hadn't dropped the ball.
reassuring me on the phone then not coming through after I drive to the store is unacceptable.
You use the word entitlement in a somewhat laughable way-
Why should customers all be treated equally, there are many that need way more than me; picture
my grandmother sitting there asking what an app is. Once a guy goes through the process like I did
There is no reason to consider my problems as the same priority as others. Facts and circumstances
should define policies, not bureaucratic nonsense that ignores the needs of one paying customer.
Sprint has lacked integrity in this respect because I paid fair and square and didn't get what others get. -That's my fault somehow?
That brings me to my second point about 'entitlement' ... I paid and got a bad device, my theory of
entitlement is based on the money I paid. When you pay for a movie ticket you are then entitled to
go in and watch that movie. I ran around for hours based on bad advice and policies. I never asked for
something other customers don't get. All I asked for is what the average customer gets: I pay money
and they give a working phone. If Sprint is going to operate on a buyer beware ethos, judge them
not me.
I understand my words read as condescending, but im not here to make myself sound pleasant.
I tried to lay out the relevant facts in a tone that reflects feelings after a month of not having my new toy, or a working line half that time.
Put yourself in my shoes, and tell yourself this because of bad karma or something.
I wrote all of this in hopes someone will find it personally helpful, I've lurked here for years and wanted to give something useful back to the community.
I was on this board for several hours trying to break my soft-brick and read at least three unanswered threads that were related to my problem.
I figured it was time to be a noob and give a few people a heads up. Im sure a few of you read all this and were surprised about something.
NaterTots said:
Yeah I called Sprint one morning because I had no data after updating PRL. Within 10 minutes they were ready to send me a new phone.
I was able to fix it by connecting to a WiFi connection to update and it was fine so I kept my phone. I thought they were more than helpful.
Naters
Sent from my EVO using xda app-developers app
Click to expand...
Click to collapse
I was in a similar situation years ago. They refused to send me a phone this time, I asked each person why I was treated differently last time and at lease one Sprint phone manager thinks its because "sprint stopped doing that after the Iphone [got ported over.]"
How long ago was your hassle free exchange, i think mine was 2004~ish.