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  1. #1
    Eric Brown
    Guest
    Well, my Samsung A460 just died under warranty. Took it to the local Sprint PCS store and
    the technician diagnosed it as a failed display (which I'm guessing is wrong, given that
    the phone will power on to a blank blue screen but will not power off). They will replace
    it, but unfortunately the A460 is backordered until the end of the week. The *only*
    option they generously offered was for me to purchase a new phone at a regular price
    (since I already have a plan there is no rebate on a new phone) and the cheapest flip
    phone they have is over $200. So basically if I don't want uninterrupted service on my
    phone, which I have made the unfortunate mistake of making my primary work number, I'll
    have to fork over another $200. I say another, because Sprint has consistently managed to
    hit me with various fees and overcharges (albeit the overcharges were a couple years back,
    but trying to get Sprint Customer Service to fix anything was a nightmare) over the years.
    On top of everything else, apparently I can't activate this phone online because I'm going
    to have to pay an activation fee since my contract with them expired. Actually, this
    works out well because Verizon has good coverage here now. I can cancel my Sprint service
    without getting pegged with their contract termination fee. They've pretty much made that
    an easy decision for me.





    See More: Sprint Customer Service (an oxymoron)




  2. #2
    RexYBlue
    Guest

    Re: Sprint Customer Service (an oxymoron)

    On Mon, 12 Jan 2004 04:24:40 GMT, "Eric Brown" <[email protected]>
    wrote:

    >Well, my Samsung A460 just died under warranty. Took it to the local Sprint PCS store and
    >the technician diagnosed it as a failed display (which I'm guessing is wrong, given that
    >the phone will power on to a blank blue screen but will not power off). They will replace
    >it, but unfortunately the A460 is backordered until the end of the week. The *only*
    >option they generously offered was for me to purchase a new phone at a regular price
    >(since I already have a plan there is no rebate on a new phone) and the cheapest flip
    >phone they have is over $200. ... (snip) Actually, this
    >works out well because Verizon has good coverage here now. I can cancel my Sprint service
    >without getting pegged with their contract termination fee. They've pretty much made that
    >an easy decision for me.
    >


    Draw whatever conclusion and take whatever actions you choose, but the
    TECH (I always capitalize that word--they're Gods at Sprint Stores) in
    this instance probably is right. The A460 is known for this particular
    mid-life crisis. It's fatal. Good luck at VZW.



    ----------------------------
    To email me, remove the zz.



  3. #3
    O/Siris
    Guest

    Re: Sprint Customer Service (an oxymoron)

    In article <[email protected]>, ebrown1
    @austin.rr.com says...
    > Well, my Samsung A460 just died under warranty. Took it to the local Spr=

    int PCS store and
    > the technician diagnosed it as a failed display (which I'm guessing is wr=

    ong, given that
    > the phone will power on to a blank blue screen but will not power off). =

    They will replace
    > it, but unfortunately the A460 is backordered until the end of the week. =

    The *only*
    > option they generously offered was for me to purchase a new phone at a re=

    gular price
    > (since I already have a plan there is no rebate on a new phone) and the c=

    heapest flip
    > phone they have is over $200. So basically if I don't want uninterrupted=

    service on my
    > phone, which I have made the unfortunate mistake of making my primary wor=

    k number, I'll
    > have to fork over another $200. I say another, because Sprint has consis=

    tently managed to
    > hit me with various fees and overcharges (albeit the overcharges were a c=

    ouple years back,
    > but trying to get Sprint Customer Service to fix anything was a nightmare=

    ) over the years.
    > On top of everything else, apparently I can't activate this phone online =

    because I'm going
    > to have to pay an activation fee since my contract with them expired. Ac=

    tually, this
    > works out well because Verizon has good coverage here now. I can cancel =

    my Sprint service
    > without getting pegged with their contract termination fee. They've pret=

    ty much made that
    > an easy decision for me.
    >=20
    >=20
    >=20


    I kept trying to find a good answer for this, and then I realized: if=20
    this phone had, in fact, been under warranty, then an upgrade=20
    replacement *is* provided for in our policies. My *guess* is that the=20
    4900 or perhaps the VI660 would be called for at this point. I'd have=20
    to check our guidelines again to be more certain.

    Something about this story doesn't add up, but it could just easily be=20
    lazy reps as an incorrect description of the sequence of events.


    --=20
    -+-
    R=D8=DF
    O/Siris
    I work for SprintPCS
    I *don't* speak for them.



  4. #4
    Lawrence G. Mayka
    Guest

    Re: Sprint Customer Service (an oxymoron)

    "O/Siris" <[email protected]întpcs.com> wrote in message
    news:[email protected]
    In article <[email protected]>, ebrown1
    @austin.rr.com says...
    >> the phone will power on to a blank blue screen but will not power off).

    They will replace
    >> it, but unfortunately the A460 is backordered until the end of the week.

    The *only*

    > I kept trying to find a good answer for this, and then I realized: if
    > this phone had, in fact, been under warranty, then an upgrade
    > replacement *is* provided for in our policies. My *guess* is that the
    > 4900 or perhaps the VI660 would be called for at this point. I'd have
    > to check our guidelines again to be more certain.


    In these forums we have seen multiple reports of Sprint stores that delay a
    warranty exchange rather than upgrading. As in this case, the Sprint store
    says, "Wait for your model to get restocked," instead of providing an
    instant replacement (which would essentially force an upgrade). In this
    case, a few days' wait is arguably reasonable; but there have been reports
    of multiple-week (or worse, "indefinite") delays in restocking.

    O/Siris, are you asserting that Sprint's store policy is to provide an
    instant replacement for a warranty exchange, even if a lack of stock forces
    an upgrade? Or if not, is the restocking delay strictly limited (e.g., no
    more than 1 week)?





  5. #5
    Eric Brown
    Guest

    Re: Sprint Customer Service (an oxymoron)

    Here's the end of my story, in case anyone is trying to form an opinion of Sprint PCS. My
    new (well, certified reconditioned) replacement A460 showed up via overnight UPS, more
    than 2 weeks after the first one crapped out and I was given no option to replace it then,
    only to wait for a backordered model or buy a new phone (and the cheapest flip-phone they
    had was >$200).

    I have to say this wasn't merely one lazy rep. I talked to several reps there, trying to
    figure
    out if there was a way they would try to help me with my problem of being potentially
    without
    service for days/weeks. They, of course, could not.

    I probably made a mistake by not cancelling my service and going for Verizon, since the
    latest
    Consumer Report (or was it Consumer Guide?) I saw in the airport had a breakdown of the
    nationwide cell providers and Verizon was point for point better than Sprint. Not only
    that,
    Sprint came up last or next to last in performance/satisfaction in every category. If
    you're
    considering cellular service, be sure to check out that article.

    Verizon, BTW, was about the best.


    "Lawrence G. Mayka" <[email protected]> wrote in message
    news:[email protected]
    > "O/Siris" <[email protected]întpcs.com> wrote in message
    > news:[email protected]
    > In article <[email protected]>, ebrown1
    > @austin.rr.com says...
    > >> the phone will power on to a blank blue screen but will not power off).

    > They will replace
    > >> it, but unfortunately the A460 is backordered until the end of the week.

    > The *only*
    >
    > > I kept trying to find a good answer for this, and then I realized: if
    > > this phone had, in fact, been under warranty, then an upgrade
    > > replacement *is* provided for in our policies. My *guess* is that the
    > > 4900 or perhaps the VI660 would be called for at this point. I'd have
    > > to check our guidelines again to be more certain.

    >
    > In these forums we have seen multiple reports of Sprint stores that delay a
    > warranty exchange rather than upgrading. As in this case, the Sprint store
    > says, "Wait for your model to get restocked," instead of providing an
    > instant replacement (which would essentially force an upgrade). In this
    > case, a few days' wait is arguably reasonable; but there have been reports
    > of multiple-week (or worse, "indefinite") delays in restocking.
    >
    > O/Siris, are you asserting that Sprint's store policy is to provide an
    > instant replacement for a warranty exchange, even if a lack of stock forces
    > an upgrade? Or if not, is the restocking delay strictly limited (e.g., no
    > more than 1 week)?
    >
    >






  6. #6
    Scott Nelson
    Guest

    Re: Sprint Customer Service (an oxymoron)

    I had the same issues early on with a Store in Wash DC and after that, I
    just did the 611 thing and handled everything via USPS or UPS.
    I haven't gotten good service out of Sprint's or Verizon's store(s) either
    for that matter.
    I avoid 'em and deal with CS via the 800 number if need be.

    I have had great service with 'em other than that, short of the undertrained
    and rude reps at the store(s).
    To be fair, I haven't delt with the store(s) since a year ago so, matbe not
    an issue now.
    ( then again, we are on this thread..... ;-) )

    Scotty


    "Eric Brown" <[email protected]> wrote in message
    news:[email protected]
    > Here's the end of my story, in case anyone is trying to form an opinion of

    Sprint PCS. My
    > new (well, certified reconditioned) replacement A460 showed up via

    overnight UPS, more
    > than 2 weeks after the first one crapped out and I was given no option to

    replace it then,
    > only to wait for a backordered model or buy a new phone (and the cheapest

    flip-phone they
    > had was >$200).
    >
    > I have to say this wasn't merely one lazy rep. I talked to several reps

    there, trying to
    > figure
    > out if there was a way they would try to help me with my problem of being

    potentially
    > without
    > service for days/weeks. They, of course, could not.
    >
    > I probably made a mistake by not cancelling my service and going for

    Verizon, since the
    > latest
    > Consumer Report (or was it Consumer Guide?) I saw in the airport had a

    breakdown of the
    > nationwide cell providers and Verizon was point for point better than

    Sprint. Not only
    > that,
    > Sprint came up last or next to last in performance/satisfaction in every

    category. If
    > you're
    > considering cellular service, be sure to check out that article.
    >
    > Verizon, BTW, was about the best.
    >
    >
    > "Lawrence G. Mayka" <[email protected]> wrote in message
    > news:[email protected]
    > > "O/Siris" <[email protected]întpcs.com> wrote in message
    > > news:[email protected]
    > > In article <[email protected]>, ebrown1
    > > @austin.rr.com says...
    > > >> the phone will power on to a blank blue screen but will not power

    off).
    > > They will replace
    > > >> it, but unfortunately the A460 is backordered until the end of the

    week.
    > > The *only*
    > >
    > > > I kept trying to find a good answer for this, and then I realized: if
    > > > this phone had, in fact, been under warranty, then an upgrade
    > > > replacement *is* provided for in our policies. My *guess* is that the
    > > > 4900 or perhaps the VI660 would be called for at this point. I'd have
    > > > to check our guidelines again to be more certain.

    > >
    > > In these forums we have seen multiple reports of Sprint stores that

    delay a
    > > warranty exchange rather than upgrading. As in this case, the Sprint

    store
    > > says, "Wait for your model to get restocked," instead of providing an
    > > instant replacement (which would essentially force an upgrade). In this
    > > case, a few days' wait is arguably reasonable; but there have been

    reports
    > > of multiple-week (or worse, "indefinite") delays in restocking.
    > >
    > > O/Siris, are you asserting that Sprint's store policy is to provide an
    > > instant replacement for a warranty exchange, even if a lack of stock

    forces
    > > an upgrade? Or if not, is the restocking delay strictly limited (e.g.,

    no
    > > more than 1 week)?
    > >
    > >

    >
    >






  7. #7
    Thomas T. Veldhouse
    Guest

    Re: Sprint Customer Service (an oxymoron)

    On Fri, 23 Jan 2004 21:24:06 GMT, "Lawrence G. Mayka"
    <[email protected]> wrote:

    >"O/Siris" <[email protected]întpcs.com> wrote in message
    >news:[email protected]
    >In article <[email protected]>, ebrown1
    >@austin.rr.com says...
    >>> the phone will power on to a blank blue screen but will not power off).

    >They will replace
    >>> it, but unfortunately the A460 is backordered until the end of the week.

    >The *only*
    >
    >> I kept trying to find a good answer for this, and then I realized: if
    >> this phone had, in fact, been under warranty, then an upgrade
    >> replacement *is* provided for in our policies. My *guess* is that the
    >> 4900 or perhaps the VI660 would be called for at this point. I'd have
    >> to check our guidelines again to be more certain.

    >
    >In these forums we have seen multiple reports of Sprint stores that delay a
    >warranty exchange rather than upgrading. As in this case, the Sprint store
    >says, "Wait for your model to get restocked," instead of providing an
    >instant replacement (which would essentially force an upgrade). In this
    >case, a few days' wait is arguably reasonable; but there have been reports
    >of multiple-week (or worse, "indefinite") delays in restocking.
    >
    >O/Siris, are you asserting that Sprint's store policy is to provide an
    >instant replacement for a warranty exchange, even if a lack of stock forces
    >an upgrade? Or if not, is the restocking delay strictly limited (e.g., no
    >more than 1 week)?
    >



    Hey ... they sell those A460's at OfficeMax still ... at least they
    have been advertised in the paper in Minneapolis over the last many
    weekends.

    Tom Veldhouse



  8. #8
    Robert M.
    Guest

    Re: Sprint Customer Service (an oxymoron)

    In article <[email protected]>,
    "Scott Nelson" <[email protected]> wrote:

    > I had the same issues early on with a Store in Wash DC and after that, I
    > just did the 611 thing and handled everything via USPS or UPS.
    > I haven't gotten good service out of Sprint's or Verizon's store(s) either
    > for that matter.
    > I avoid 'em and deal with CS via the 800 number if need be.
    >
    > I have had great service with 'em other than that, short of the undertrained
    > and rude reps at the store(s).
    > To be fair, I haven't delt with the store(s) since a year ago so, matbe not
    > an issue now.
    > ( then again, we are on this thread..... ;-) )



    The stores all have very high turnover. After one sells a cell phone to
    their friends and relatives, its much harder to get the commissions to
    make a living wage.



  9. #9
    Scott Stephenson
    Guest

    Re: Sprint Customer Service (an oxymoron)


    "Robert M., aka Phil, the Village Idiot" <[email protected]> wrote in message
    news:[email protected]

    >
    >
    > The stores all have very high turnover. After one sells a cell phone to
    > their friends and relatives, its much harder to get the commissions to
    > make a living wage.


    Yeah- you are so informed about the commission structure at Sprint (not).

    BTW, I notice that you've avoided my posts like the plague. So, either you
    have me killfiled or can't think of anything but the apologist line to
    respond. If its the former, no problem- it makes it so much easier to
    expose your line of crap.





  10. #10
    Thomas T. Veldhouse
    Guest

    Re: Sprint Customer Service (an oxymoron)

    -----BEGIN PGP SIGNED MESSAGE-----
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    Robert M. <[email protected]> wrote:
    >
    > The stores all have very high turnover. After one sells a cell phone to
    > their friends and relatives, its much harder to get the commissions to
    > make a living wage.


    Care to back that one up Phillip ... or are you just spewing more of
    your foul breath?

    - --

    Thomas T. Veldhouse


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