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  1.    #1  
    Had my first run in with Sprint today - these guys are idiots.

    I broke my Pre - I have the extended warranty - Also I have it within the 30 day recourse period. The Sprint store @ Northfield, Denver, CO did not have a replacement and referred me to their "service store" 0n 84th and Sheridan in Denver. The Service Store had no Pre and both locations agreed to put me on the replacement waiting list - though neither store had any idea when the next phones would be in.

    I asked for any Sprint phone to use in the interim and Sprint offered me a regular $26.00 phone for almost $200.00 - that I could return when the Pre's came in and the only cost to me would be a restocking fee of $30.00's ... I suggested that the failure to replace my phone was a Sprint issue and why was I being "docked" fro $30.00 - I then suggested I simply take advantage of the 30 day recourse and Sprint then advised it would be 4 weeks until I received my $'s back from Sprint.

    I advised that I was a Sprint wet dream come true and that I loved my Pre and left ATT early and was happy to sign a 2 year, everything included deal with Sprint... but this poor support was becoming tiresome... Sprint still could not give me a loaner phone - and apologized that I may not have any kind of business phone for weeks.... Totally fricking amazing...

    So I think for the time being I am getting everything forwarded to one of the company Crickets - Cricket was really happy to help out....

    I realize that the guys in the store are simply zombies carrying out corporate policy ... but the insanity and refusal to take any ownership of the problem, zero inventory, and having no interest in any rational way to keep a brand new, recently turned ATT user - happy....Only last week - I committed to a 2 year contract with Sprint.... am seriously thinking of bailing on Pre due to Sprint...

    Do they have no clue?

    Limey
  2. #2  
    They have been great for me, if you broke your pre you should be going through insurance *shrug*

    You will need to get on another waiting list if not, I talked with my sprint repts they said they would be happy to extend my 30 day return to MUCH longer because of the lack of phones

    You could also try contacting palm directly, I hear people have had luck with that one
  3. mcnutty's Avatar
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    #3  
    Quote Originally Posted by hevans View Post
    I broke my Pre...

    ... but the insanity and refusal to take any ownership of the problem...

    If at first you don't succeed, keep on sucking till you do succeed.
  4. #4  
    Since you are new, there is a department you should call. On the 800 number, click cancel account. Keep searching, it is there. This transfers you to a department called Account Services, used to be called Retentions.

    These are specialists that do care and will (depending on rep you get) do anything possible to keep a customer happy and prevent cancellation of service. I have spoken and dealt with wonderful people. They have more ability to get things done for you.

    Be reasonable explain your situation and what you would like not to return to ATT. They will listen and actually try to help. I have read of people asking for unreasonable "freebies", yelling, etc. That doesn't work, or nobody but complainers write, but it would be worth a try. They are the people who care about keeping a new ATT customer happy and worth a shot.

    Good luck
  5. #5  
    Quote Originally Posted by hevans View Post
    I advised that I was a Sprint wet dream come true
    I'm sure the reps were willing to bend over backwards after hearing this...

    EDIT: Didn't even think of the pun...
    Palm M100 => Treo 755P => Treo 800w => Treo 755p => Palm Pre => No more Palm/HP products
  6. #6  
    Quote Originally Posted by mcnutty View Post
    lol. seriously.
  7. LouCap's Avatar
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    #7  
    @nojok3 too funny!
  8.    #8  
    Quote Originally Posted by mcnutty View Post
    McNutty - The Pre is stuck in Airplane mode - so I cannot receive or make calls. Trying to exit this mode results in a reboot.

    I understand that Pre replacements may be constrained and am happy to wait - however, Sprints inability to give me a loaner phone or some kind of replacement until the new Pre's arrive is bizzare to me. I run a business and spend significant time on the phone.

    The fact that Sprint will sell me another temporary phone at full price is, I guess a consolation - but then advising that it will cost me $30.00 (restocking fee) to return this phone when the Pre arrives is bizzare.

    hevans
  9. WhoAmI's Avatar
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    #9  
    I've found that at my local corporate store, the workers where absolutely helpless and extremely rude. The same is true for the local Sprint store (through VIP Wireless) as well. The only saving grace was the manager at the VIP Wireless/Sprint store: Unlike the others who had no technical or CS support skills, he actually knew what he was doing. I still will only go in when he's in and he has always taken care of me! If it wasn't for him, I definitely would not be a Sprint customer anymore!

    Bottom line is to find a manager that actually serves the customer! I know they are VERY hard to find - especially at Sprint - but you'll be glad you did!
    --WhoAmI--
    Sprint Palm Treo 700p with MR --> Palm Pre

    T-Money is now available for the webOS! Financial planning has never been easier.
  10. #10  
    Sprint has lied to me so many times that is not funny. Saying they will do one thing and then flat out refuse to do it when it comes time to.

    So far the only reason I have stayed with them is they are the only carrier to have coverage where my boat is and also they have a small price advantage.

    This last time may have been the one that broke the camels back - As of right now there is no way in hell I will resign come next year.
  11. #11  
    Just wondering, did you try a partial or full erase?
  12. #12  
    If I was working at sprint due to your comments and the fact that you broke the phone yourself. I'd kick you out of the store.
  13. #13  
    Quote Originally Posted by hevans View Post
    McNutty - The Pre is stuck in Airplane mode - so I cannot receive or make calls. Trying to exit this mode results in a reboot. ...
    Quote Originally Posted by hevans View Post
    ...The fact that Sprint will sell me another temporary phone at full price is, I guess a consolation - but then advising that it will cost me $30.00 (restocking fee) to return this phone when the Pre arrives is bizzare.
    hevans
    Hopefully we on this thread might be able to help you, but my impressions from what you've written so far indicate that others might be getting the wrong impression of you. This might have happened in the Sprint store too. Your posts give me the impression that you are pretty much in love with yourself and you expect the world to revolve around you. While it is true that this retailers should treat everyone the way you expect, demanding that is often counter-productive. I'm willing to give you the benefit if the doubt. I've been on the receiving end of problems similar to yours and they are no fun.

    Regarding your phone: Are you sure "being stuck in airplane mode" is a hardware problem and not a a problem that re-imaging your phone can fix?

    You said something on the lines that "you broke your own phone". Can you elaborate on what you did? (Perhaps there is someone on the forum who might have a solution to your problem. If you can describe the problem without pointing any blame, maybe we can get you some help.)

    thanks,
    --
    Bob
    I'm both super! ... and a doer!
  14.    #14  
    The Phone froze, I rebooted after removing the battery - since then the phone has been permanently in airplane mode - The Sprint store got upset that I tried to reboot the phone by removing and replacing the battery and Sprint said this was not supported. They tried to reboot the phone etc. and messed with it for an hour... and could not get out of airplane mode.

    Solution - wait for replacements to arrive...

    I payed full whack for the phone, I also purchased insurance, I also have the everything included account - I am now told I will not have a phone... and that I/my business should just wait....

    If this is self centered - so be it. I need A phone.

    hevans
  15. #15  
    The first thing they told me at the Sprint store was DO NOT remove the battery if the phone is on. This will brick it for sure.

    I was told to click the switch three times to reboot.

    If I have to get to the point that I have to remove my battery, I'll go to the Sprint store and have a tech do it. That way, if they brick it, it's on them.

    Sorry about your luck. I've had good service with Sprint over the last 6-7 years.
  16. #16  
    I've been with sprint...ignoring the break I had with nextel for 2 years...since 2002.

    Yet I some how avoid all these issues some of you run into. I guess i'm lucky?
  17. #17  
    Just go to bestbuy and buy phone at list and then return it.

    Bestbuy did not have a restocking fee as recently as a couple of months ago.
  18. #18  
    Quote Originally Posted by WhoAmI View Post
    I've found that at my local corporate store, the workers where absolutely helpless and extremely rude. The same is true for the local Sprint store (through VIP Wireless) as well. The only saving grace was the manager at the VIP Wireless/Sprint store: Unlike the others who had no technical or CS support skills, he actually knew what he was doing. I still will only go in when he's in and he has always taken care of me! If it wasn't for him, I definitely would not be a Sprint customer anymore!

    Bottom line is to find a manager that actually serves the customer! I know they are VERY hard to find - especially at Sprint - but you'll be glad you did!
    Sorry to bug you but i work for VIP wireless and wondering which store location you went too and who helped you out that kept you happy. its not often I hear about one of our stores online helping out and our company is not that large, mostly family owned and operated so i'm sure i know who it was...might have even been me lol.
    Last edited by Binary Tech; 06/23/2009 at 10:04 AM.
  19. #19  
    Have you even tried running the WebOS doctor thing at http://palm.com/rom

    Being stuck in airline mode and rebooting sounds like a software and not hardware issue.
  20. edlex's Avatar
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    #20  
    Quote Originally Posted by mmcclusk2 View Post
    The first thing they told me at the Sprint store was DO NOT remove the battery if the phone is on. This will brick it for sure.

    I was told to click the switch three times to reboot.

    If I have to get to the point that I have to remove my battery, I'll go to the Sprint store and have a tech do it. That way, if they brick it, it's on them.

    Sorry about your luck. I've had good service with Sprint over the last 6-7 years.
    But it's ok to remove the battery if the phone is off, right?
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