06/16/2009, 03:14 PM
You're lucky that manager is cool about it. When I got my own Pre replaced, the rep was very cool about it, too. He replaced the phone straight away. When I got my wife's Pre replaced, the rep wanted to know what I did to the phone to make it reset all the time. I ended up feeling like some kind of criminal while I waited 1.5 hours for the tech to mess with her phone in the back and finally realize I was right about it needing to be replaced.
Originally Posted by NINnerd
Besides working with two different store reps, the only other difference I can think of is that for my own Pre, I called customer service to try to get it fixed before they declared it unfixable and sent me to a store. The phone rep put notes on my account that the store rep read and complied with, no questions asked. For my wife's Pre, since I thought I already knew what was going on, I went straight to the store to deal with it. Big mistake. I felt like I was being accused of trying to steal a new phone, as if I had caused the phone to start resetting in order to get another one. I was 10 days into my 30-day guarantee so if he had denied my exchange request, I was fully ready to pull the plug on the account (after dragging my wife's phone number to another carrier, anyway).
I'm a new Sprint customer so I don't know all the ropes when dealing with them, but one thing I have picked up reading these forums is that it's best to deal with their customer service on the phone FIRST, then go the store. The reps on the phone are probably better trained, centrally located, and have more accountability, so they do their job well.