Subject: Touch Pro Problems and TEP.
From: Me
Date: 11/20/2009 11:14PM
To: dan@sprint.com
I have a few issues with service I have been getting with Sprint and the TEP program.
I am on my 4th Touch Pro, and I am waiting on the corporate sprint service center in Ann Arbor, Mi to call me to let me know that the replacement phone is in. I was in there on the 10-17-09 with a complaint about the reception of GPS receiver in my TP and some random garbled calls with full bars from time to time. The last 3 TPs I had, got very good GPS signal strength even inside my 1st floor apartment. This one (TP #4) won't even lock signal inside the apartment, and gets only about half signal outdoors.
So I spent about 3 hours waiting for them to do something to my phone.
The whole time they only bothered to investigate the garbled calls problem and never even bothered to see about the GPS.
I asked the tech about the possibility to get another model of phone and he told me that they wouldn't do that for the GPS problem, and I could only have another TP.
The last three replacements I have gotten were done thru local authorized service centers, and I has never taken more than 3 days to have the refurbished TP in my hands.
I am also not happy that I was sent a referb in such bad shape as replacement #2 as seen in these photos:
1st of 4 with my comments:
http://www.flickr.com/photos/w8tvi/4074168750/
all photos at full size:
http://farm3.static.flickr.com/2519/4074168750_8cddf11dfb_b.jpg
http://farm3.static.flickr.com/2644/4073410281_eecb5d4281_b.jpg
http://farm3.static.flickr.com/2516/4073409425_f5edbe342a_b.jpg
http://farm3.static.flickr.com/2424/4073409039_fabd283910_o.jpg
When I called into customer care to request a replacement, I also inquired about how many people were getting offered Touch Pro 2s as replacements for their defective Touch Pros. The tech told me that I'd have to get "at least 5 pr 6 more replacements" before they would even consider replacing it with a TP2. I wasn't really happy with that answer, seeing that I was already my 3rd replacement and I was shipped a shoddy phone. (It got VERY hot when using the GPS, it got bad cellular reception, and the lights around the D-PAD would stay lit a lot and drain the battery faster than it should.)
I also called in another day and they didn't seem to know anything about the touch pro being replaced with any other phone at all. I think this needs to be addressed. Getting a different answer every time you ask a question is not a good thing.
And the one before that also had bad cellular reception. (I know this because I used the tool on the phone that shows the signal in DBs and compared it to my Dad's Alltel Touch Pro when mine was roaming to Alltel.)
The only real problem with my original TP was the that the keyboard failed on me. Also I paid full price for this phone as I am still under contract for my HTC Mogul until December this year.
Is there any thing you guys can do for me?
I work at RadioShack, and I am grateful that Sprint offers us the 3rd party employee plan, but I would hope that I would get treated better than this.
Can you guys help me with these problems?
Signed, Me.
From: Me
Date: 11/20/2009 11:14PM
To: dan@sprint.com
I have a few issues with service I have been getting with Sprint and the TEP program.
I am on my 4th Touch Pro, and I am waiting on the corporate sprint service center in Ann Arbor, Mi to call me to let me know that the replacement phone is in. I was in there on the 10-17-09 with a complaint about the reception of GPS receiver in my TP and some random garbled calls with full bars from time to time. The last 3 TPs I had, got very good GPS signal strength even inside my 1st floor apartment. This one (TP #4) won't even lock signal inside the apartment, and gets only about half signal outdoors.
So I spent about 3 hours waiting for them to do something to my phone.
The whole time they only bothered to investigate the garbled calls problem and never even bothered to see about the GPS.
I asked the tech about the possibility to get another model of phone and he told me that they wouldn't do that for the GPS problem, and I could only have another TP.
The last three replacements I have gotten were done thru local authorized service centers, and I has never taken more than 3 days to have the refurbished TP in my hands.
I am also not happy that I was sent a referb in such bad shape as replacement #2 as seen in these photos:
1st of 4 with my comments:
http://www.flickr.com/photos/w8tvi/4074168750/
all photos at full size:
http://farm3.static.flickr.com/2519/4074168750_8cddf11dfb_b.jpg
http://farm3.static.flickr.com/2644/4073410281_eecb5d4281_b.jpg
http://farm3.static.flickr.com/2516/4073409425_f5edbe342a_b.jpg
http://farm3.static.flickr.com/2424/4073409039_fabd283910_o.jpg
When I called into customer care to request a replacement, I also inquired about how many people were getting offered Touch Pro 2s as replacements for their defective Touch Pros. The tech told me that I'd have to get "at least 5 pr 6 more replacements" before they would even consider replacing it with a TP2. I wasn't really happy with that answer, seeing that I was already my 3rd replacement and I was shipped a shoddy phone. (It got VERY hot when using the GPS, it got bad cellular reception, and the lights around the D-PAD would stay lit a lot and drain the battery faster than it should.)
I also called in another day and they didn't seem to know anything about the touch pro being replaced with any other phone at all. I think this needs to be addressed. Getting a different answer every time you ask a question is not a good thing.
And the one before that also had bad cellular reception. (I know this because I used the tool on the phone that shows the signal in DBs and compared it to my Dad's Alltel Touch Pro when mine was roaming to Alltel.)
The only real problem with my original TP was the that the keyboard failed on me. Also I paid full price for this phone as I am still under contract for my HTC Mogul until December this year.
Is there any thing you guys can do for me?
I work at RadioShack, and I am grateful that Sprint offers us the 3rd party employee plan, but I would hope that I would get treated better than this.
Can you guys help me with these problems?
Signed, Me.
