Results 1 to 14 of 14
  1. #1
    ljl56
    Guest
    I've just completed 2 days of insane telephone contact with "customer
    service" at Sprint. When I finally found someone who was reasonable
    and offered me an acceptable solution to my problem, I was unable to
    complete the solution. I was told that that person was an "associate"
    and not able to offer what she had, and that even though it was in the
    records that she had made the offer, they would not live by it.
    In essence, my phone died 45 days after purchase, I'm a long time
    sprint customer, and they will not offer me any more than waiting until
    mid-December for LG to make a repair. LG phones will not be repaired
    in Sprint stores and there is only 1 place they are repaired, in
    Huntsville, Alabama.

    They suggested I purchase a new phone, since they can offer me nothing
    more ... and they were nice enough to say that if I purchased through
    them, I could have my contract renewed for many more wonderful years.




    See More: customer service




  2. #2
    dafydd
    Guest

    Re: customer service

    Yeah, it amazes me that people will turn down the total equipment
    protection package, and then complain that they can't get their phone
    repaired. IF for some reason it has been less than a year since the
    purchase of your LG, you can send it in, as it sounds you already know,
    but without some sort of insurance on the phone whether it be the TEP,
    ESRP, or ERP you are screwed [by yourself though, not by sprint]



    Evan Platt wrote:
    > On 12 Nov 2006 13:44:28 -0800, "ljl56" <[email protected]> wrote:
    >
    > >I've just completed 2 days of insane telephone contact with "customer
    > >service" at Sprint. When I finally found someone who was reasonable
    > >and offered me an acceptable solution to my problem, I was unable to
    > >complete the solution. I was told that that person was an "associate"
    > >and not able to offer what she had, and that even though it was in the
    > >records that she had made the offer, they would not live by it.
    > >In essence, my phone died 45 days after purchase, I'm a long time
    > >sprint customer, and they will not offer me any more than waiting until
    > >mid-December for LG to make a repair. LG phones will not be repaired
    > >in Sprint stores and there is only 1 place they are repaired, in
    > >Huntsville, Alabama.
    > >
    > >They suggested I purchase a new phone, since they can offer me nothing
    > >more ... and they were nice enough to say that if I purchased through
    > >them, I could have my contract renewed for many more wonderful years.

    >
    > So.. You didn't buy insurance did you?





  3. #3
    Steven P. McNicoll
    Guest

    Re: customer service


    "ljl56" <[email protected]> wrote in message
    news:[email protected]
    >
    > I've just completed 2 days of insane telephone contact with "customer
    > service" at Sprint. When I finally found someone who was reasonable
    > and offered me an acceptable solution to my problem, I was unable to
    > complete the solution. I was told that that person was an "associate"
    > and not able to offer what she had, and that even though it was in the
    > records that she had made the offer, they would not live by it.
    >


    I'm not at all surprised.





  4. #4
    Isaiah Beard
    Guest

    Re: customer service

    dafydd wrote:
    > Yeah, it amazes me that people will turn down the total equipment
    > protection package, and then complain that they can't get their phone
    > repaired. IF for some reason it has been less than a year since the
    > purchase of your LG, you can send it in, as it sounds you already know,
    > but without some sort of insurance on the phone whether it be the TEP,
    > ESRP, or ERP you are screwed [by yourself though, not by sprint]


    That said, Sprint is the only carrier at present that will not do
    warranty work on phones in-store, unless you have TEP. So who's
    screwing who is subjective.


    --
    E-mail fudged to thwart spammers.
    Transpose the c's and a's in my e-mail address to reply.



  5. #5
    Todd Allcock
    Guest

    Re: customer service

    At 19 Nov 2006 14:42:15 -0500 Isaiah Beard wrote:

    > That said, Sprint is the only carrier at present that will not do

    warranty work on phones in-store, unless you have TEP. So who's
    screwing who is subjective.

    Still beats T-Mo, who does no in-store service at all- all handsets are
    serviced by a hot-spare exchange program- they send you a refurb, then
    you send the dead one back within 10 days.

    Or alternatively, you can unilaterally decide not to return the dead one,
    get charged the full replacement cost, then whine about it on a Usenet
    newsgroup for a few weeks... ;-) T-Mo is happy to handle either
    scenario...




    --
    Posted via a free Usenet account from http://www.teranews.com




  6. #6
    Steven J. Sobol
    Guest

    Re: customer service

    In article <[email protected]>, Todd Allcock wrote:

    > Still beats T-Mo, who does no in-store service at all- all handsets are
    > serviced by a hot-spare exchange program- they send you a refurb, then
    > you send the dead one back within 10 days.


    I left my old Moto V188 at the T-Mo store in Rialto, CA about a
    year ago; left it there for a week while they looked at it, and they gave
    me an old Moto C333 as a loaner.

    Not all their stores do in-store repairs. Some do, and when a store does
    do repairs you can find that out via the website's store locator.


    --
    Steve Sobol, Professional Geek ** Java/VB/VC/PHP/Perl ** Linux/*BSD/Windows
    Victorville, California PGP:0xE3AE35ED

    It's all fun and games until someone starts a bonfire in the living room.



  7. #7

    Re: customer service

    Must have been an indirect dealer, I was a tmo rep for 3.5 years, and
    can tell you at least up until this past may, they did not have any
    stores [tmo owned] that did repairs. A few of them do handle loaner
    phones for cases when you have ordered a replacement and cannot be
    without a phone, but even that requires a valid credit card and is
    dependant on inventory of the loaners.



    Steven J. Sobol wrote:
    > In article <[email protected]>, Todd Allcock wrote:
    >
    > > Still beats T-Mo, who does no in-store service at all- all handsets are
    > > serviced by a hot-spare exchange program- they send you a refurb, then
    > > you send the dead one back within 10 days.

    >
    > I left my old Moto V188 at the T-Mo store in Rialto, CA about a
    > year ago; left it there for a week while they looked at it, and they gave
    > me an old Moto C333 as a loaner.
    >
    > Not all their stores do in-store repairs. Some do, and when a store does
    > do repairs you can find that out via the website's store locator.
    >
    >
    > --
    > Steve Sobol, Professional Geek ** Java/VB/VC/PHP/Perl ** Linux/*BSD/Windows
    > Victorville, California PGP:0xE3AE35ED
    >
    > It's all fun and games until someone starts a bonfire in the living room.





  8. #8
    Steven J. Sobol
    Guest

    Re: customer service

    In article <[email protected]>, [email protected] wrote:
    > Must have been an indirect dealer, I was a tmo rep for 3.5 years, and
    > can tell you at least up until this past may, they did not have any
    > stores [tmo owned] that did repairs. A few of them do handle loaner
    > phones for cases when you have ordered a replacement and cannot be
    > without a phone, but even that requires a valid credit card and is
    > dependant on inventory of the loaners.


    The Rialto store at the corner of Riverside Drive and Baseline Avenue
    is a company store. I've been down there several times because the Victor
    Valley does not have a company-owned retail store yet, although we believe the
    T-Mo retail store at Bear Valley and Hesperia roads will be a corporate store
    when it opens.

    Of course, now that I think about it, maybe they sent the phone out, and
    that's why I got the loaner... but they definitely took it in for repair.

    --
    Steve Sobol, Professional Geek ** Java/VB/VC/PHP/Perl ** Linux/*BSD/Windows
    Victorville, California PGP:0xE3AE35ED

    It's all fun and games until someone starts a bonfire in the living room.



  9. #9
    dafydd
    Guest

    Re: customer service

    If that store is a corporate store then my belief is that there is a
    99.9% probability that the phone was sent out for repair, and that was
    the reason for them providing a loaner. I called into customer care on
    a few different occasions and have asked this question about stores
    doing repairs, their answers mirrored knightrhythms answer, although
    that was several months ago, and things do tend to change in the
    wireless community awfully fast, :-)


    Steven J. Sobol wrote:
    > In article <[email protected]>, [email protected] wrote:
    > > Must have been an indirect dealer, I was a tmo rep for 3.5 years, and
    > > can tell you at least up until this past may, they did not have any
    > > stores [tmo owned] that did repairs. A few of them do handle loaner
    > > phones for cases when you have ordered a replacement and cannot be
    > > without a phone, but even that requires a valid credit card and is
    > > dependant on inventory of the loaners.

    >
    > The Rialto store at the corner of Riverside Drive and Baseline Avenue
    > is a company store. I've been down there several times because the Victor
    > Valley does not have a company-owned retail store yet, although we believe the
    > T-Mo retail store at Bear Valley and Hesperia roads will be a corporate store
    > when it opens.
    >
    > Of course, now that I think about it, maybe they sent the phone out, and
    > that's why I got the loaner... but they definitely took it in for repair.
    >
    > --
    > Steve Sobol, Professional Geek ** Java/VB/VC/PHP/Perl ** Linux/*BSD/Windows
    > Victorville, California PGP:0xE3AE35ED
    >
    > It's all fun and games until someone starts a bonfire in the living room.





  10. #10

    Re: customer service

    They won't even sell you a battery but don't mind wasting your time
    before they will tell you that.. Less than 48 hours before Katrina I
    was preparing for the storm and needed a new battery for my Treo. Even
    though the charge showed fine the week before the phone started
    dropping calls and saying no service unless the phone was put on
    external power. I call the local store and tell them my model number
    and ask if they have a battery. Despite giving them the model #, they
    tell me I still have to bring the phone in before they can tell me if
    they have a battery in stock. This didn't sound right, but I needed the
    battery so I drove over to the store. It was boarded up with plywood
    but was open. There is one guy in front of me but they make him mad
    and he quickly leaves. They look my phone over then tell me sorry they
    don't have a battery and even if they did they are not authorized to
    work on any phones. Even to change out a battery? Sorry not even the
    battery and I would have to take it up with the phones manf. to buy a
    replacement. Because I was surprised at their answer I totally forgot
    to ask them why they made me drive to the store before they would tell
    me that. Later, I called CS to purchase a battery and while they
    claimed to have a battery, they refused to sell me one unless I could
    come up with a secret pin #. That was the last straw so I then tested
    t-mobile to see if they would put up a hassle about selling batteries.
    They didnt so I dropped sprint and went with them right there on the
    spot. Sprint had good prices on their plans and the phone service was
    good, but their uneducated/difficult employees negate all that. I was
    warned by co-workers that they had rotten CS folks and it certainly
    turned out to be true.
    Steven J. Sobol wrote:
    > In article <[email protected]>, Todd Allcock wrote:
    >
    > > Still beats T-Mo, who does no in-store service at all- all handsets are
    > > serviced by a hot-spare exchange program- they send you a refurb, then
    > > you send the dead one back within 10 days.

    >
    > I left my old Moto V188 at the T-Mo store in Rialto, CA about a
    > year ago; left it there for a week while they looked at it, and they gave
    > me an old Moto C333 as a loaner.
    >
    > Not all their stores do in-store repairs. Some do, and when a store does
    > do repairs you can find that out via the website's store locator.
    >
    >
    > --
    > Steve Sobol, Professional Geek ** Java/VB/VC/PHP/Perl ** Linux/*BSD/Windows
    > Victorville, California PGP:0xE3AE35ED
    >
    > It's all fun and games until someone starts a bonfire in the living room.





  11. #11
    Tinman
    Guest

    Re: customer service

    <[email protected]> wrote in message
    news:[email protected]
    > They won't even sell you a battery but don't mind wasting your time
    > before they will tell you that.. Less than 48 hours before Katrina...


    ...."Fletch" realized that, being in Los Angeles, he didn't have much to
    worry about.


    > me that. Later, I called CS to purchase a battery and while they
    > claimed to have a battery, they refused to sell me one unless I could
    > come up with a secret pin #. That was the last straw so I then tested


    "Secret pin #?" Priceless. Made the whole cheeseless--and
    paragraphless--whine almost worth reading. Almost. Sorta. OK, not at all.


    --
    Mike





  12. #12
    Jim Seymour
    Guest

    Re: customer service

    In article <[email protected]>,
    "dafydd" <[email protected]> writes:
    > Yeah, it amazes me that people will turn down the total equipment
    > protection package, and then complain that they can't get their phone
    > repaired. IF for some reason it has been less than a year since the
    > purchase of your LG, you can send it in, as it sounds you already know,
    > but without some sort of insurance on the phone whether it be the TEP,
    > ESRP, or ERP you are screwed [by yourself though, not by sprint]


    Damn straight! The *nerve* of him, expecting his brand-new phone
    to work for more than 45 days!

    --
    Jim Seymour | "There is no expedient to which a man will not
    [email protected] | go to avoid the labor of thinking."
    http://jimsun.LinxNet.com | - Thomas A. Edison



  13. #13
    Jim Seymour
    Guest

    Re: customer service

    In article <[email protected]>,
    "Steven J. Sobol" <[email protected]> writes:
    > In article <[email protected]>, Todd Allcock wrote:
    >
    >> Still beats T-Mo, who does no in-store service at all- all handsets are
    >> serviced by a hot-spare exchange program- they send you a refurb, then
    >> you send the dead one back within 10 days.

    >
    > I left my old Moto V188 at the T-Mo store in Rialto, CA about a
    > year ago; left it there for a week while they looked at it, and they gave
    > me an old Moto C333 as a loaner.
    >
    > Not all their stores do in-store repairs. Some do, and when a store does
    > do repairs you can find that out via the website's store locator.


    In all fairness: When my old, bottom-of-the-line Nokia died w/in a
    year of purchase, SPCS ordered a new one in, called me when it
    arrived, I came in, they cloned the data from old -> new, and I
    walked out a happy camper.

    Apparently things have changed? And not for the better, from the
    looks of it.

    --
    Jim Seymour | "There is no expedient to which a man will not
    [email protected] | go to avoid the labor of thinking."
    http://jimsun.LinxNet.com | - Thomas A. Edison



  14. #14

    Re: customer service

    > Damn straight! The *nerve* of him, expecting his brand-new phone
    > to work for more than 45 days!
    >

    Say you clean pools for a living, you take a new phone home
    and the next day you drop it in a pool and still expect it to work.
    Days don't matter how many times you drop the phone on
    concrete and care for it, now that's what matters.
    Take the T.E.P. accidents happen.




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