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  1.    #1  
    I ordered a new Treo from Handspring. What a headache. The phone arrived early today, but could not be activated with Sprint due to 'Invalid ESN'. After several phone calls and still no luck, a 'customer service' agent tells me that the only solution is to go a Sprint shop where I am assured the problem will be solved. Not so. The sales rep says well 'this is not really my job' but I will try. He did, but still 'invalid esn' error messages prevent activation. He suggests that I buy another Treo from him and send the one from HandSpring back. (Maybe this is a good idea, but it will cost more). So, he send's me to a 'Sprint service center', where he assures me the problem will be solved by expert technicians. I go, and wait for 35 minutes for the head technician. Still no luck. I am told to call customer service again (which is where I started), but this time insist on being connected to tech support. I do, but I never get to talk to tech support -- instead the activation person puts me on hold while she does it -- for nearly 15 minutes I sit listening to music. I have now invested nearly 5 hours driving around town and making phone calls. At last, I am told I will have to wait ' until Wednesday' (which is 5 days hence, and a full week from when Handspring shipped my phone). According the the 'help desk' at Sprint, no one will be able to activate my ESN until then. So, here I am waiting for Wednesday hoping against all hope that the ESN will magically become 'valid' in the appointed Wednesday five days hence. Will it work on Wednesay, or will I be returning an inoperable Treo to Handspring? Suspense.

    Recomendation: Don't buy your Treo 300 direct from Handspring unless you love frustration and suspense -- and don't mind being saddled with an inoperable device for a week -- or, maybe, more.

    Follow-up 12/01: Good news! The ESN became magically valid yesterday and I was able to get the Handspring Treo working after a 30 minute routine sign-up conversation with a Sprint activation specialist. I have no idea whether my earlier interaction with Spring or Handspring had any influence, since no one of the many people to whom I dealt in the past two days seemed to have knowledge of any of my prior interactions. Anyway, the Treo 300 works finally -- and it works great. What a joy it is to have unlimited fast always-on internet access in one's pocket!
    Last edited by f18man; 12/01/2002 at 12:46 PM.
  2. #2  
    What about buying the Treo 300 from Amazon.com????

    I'm fed up with the stupid T Mobile plans. You gotta pay $19.99 for 10MB of data a month. You can't subscribe to the smaller plan.

    Sprint Vision is much better, $10 for unlimited.

    Stan


    Originally posted by f18man


    Recomendation: Don't buy your Treo 300 direct from Handspring unless you love frustration and suspense -- and don't mind being saddled with an inoperable device for a week -- or, maybe, more.
    550.5.7.1
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  3. #3  
    It might not have been Handspring's problem. They might have got all the ESNs from Sprint, and Sprint gave them the invalid one.

    What makes it invalid? Can't they just add the number to their database?
  4. #4  
    I would want to know, on a side note(sorry for wasting bandwidth), how well Sprint Customer Service has improved over the past few months.

    I remember reading on this particular forum, that Sprint had the worst customer service. Did it improve, if any?

    How about coverage issues?

    Thanks,

    Stan
    550.5.7.1
    <placeyouremail@here.com>....Relaying denied.
    IP name lookup failed [10.196.223.228]
  5. #5  
    I always hear that every company who someone feels like whining about at the moment is the company with worst customer support.

    Not a slight at f18man, just talking about everyone who says "X has the worst customer support out of anyone."

    Sprint support has always been courteous to me and tried to help me. I've been very pleased. Yes, sometimes someone doesn't know how to fix a problem and has to refer it to someone else, which takes time. Sometimes they try to fix it and the fix doesn't work. But they try and they're courteous about it, and I know if the issue becomes a serious one, they'll reimburse me with credits to reduce the pain.

    I've never met a support department for a general consumer product/service where every support person knew the fix to every problem and every fix worked on the first try. If they're courteous and communicative with me, and the problem is solved in a reasonable amount of time, that's pretty good in my book.

    Of course, when we pay tens of thousands or platinum support from Sun, we expect a higher level of expertise, and we get it. But we're paying lots extra for it.
  6. #6  
    I purchased my Treo 300 direct from Handspring on 11/20 (because it was cheaper and came with the free DVD player).

    I had no problem activating the phone. My ESN worked fine.

    I did have a problem activating VISION, but that is definitley a Sprint problem.
  7. #7  
    I too purchased a 300 from Handspring and got it on the 30th and when I called sprint to activate, they told me that the ESN was not valid. The lady had to call tech support and then we were told that it would take 2-10 biz days to get the ESN added to the system. Of course I was upset since I went thru the trouble of trying to get the unit on the 30th to have the weekend to play with it.

    Just for kicks, I called back on Saturday and they prompt that asks you to enter your ESN that had told me on the 30th was invalid, accepted it on Saturday and then I was transferred to an agent and she walked me thru the programming (so much for 2-10 days). I then waited the two hours plus an extra hour and the phone was not up and running. I called back and spoke to another agent and he seemed much more familiar with the Treo 300 and found that the digital roaming programming part was not complete, so we reprogrammed the unit and on top of that, he said that they had not completed the Vision part of my programming from before, so the first lady got is all wrong.

    After three calls, the 300 is finally up and running with phone and vision service and all seems well so far. I perused this board quite a bit before making a purchase and thanks to all for the valuable feedback, this is the best forum on the Treo that I have found.
  8. #8  
    Originally posted by alphanstein
    I too purchased a 300 from Handspring and got it on the 30th and when I called sprint to activate, they told me that the ESN was not valid. The lady had to call tech support and then we were told that it would take 2-10 biz days to get the ESN added to the system. Of course I was upset since I went thru the trouble of trying to get the unit on the 30th to have the weekend to play with it.

    Just for kicks, I called back on Saturday and they prompt that asks you to enter your ESN that had told me on the 30th was invalid, accepted it on Saturday and then I was transferred to an agent and she walked me thru the programming (so much for 2-10 days). I then waited the two hours plus an extra hour and the phone was not up and running. I called back and spoke to another agent and he seemed much more familiar with the Treo 300 and found that the digital roaming programming part was not complete, so we reprogrammed the unit and on top of that, he said that they had not completed the Vision part of my programming from before, so the first lady got is all wrong.

    After three calls, the 300 is finally up and running with phone and vision service and all seems well so far. I perused this board quite a bit before making a purchase and thanks to all for the valuable feedback, this is the best forum on the Treo that I have found.
    Just wanted to extend an hardy welcome to you! Thankful, that you were persistent with your new toy. Imagine being over the weekend w/ nothing to play with. LOL
    a2rob

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