[relld05]

Okay, first off, I want to warn you all that this post will be VERY long, as this will probably be a VERY rough draft of my letter (should I file it)

On August 18th, 2008 I bought a Motorola Q9C from Sprint Telesales in exchange of my original phone, the Samsung M??? (slider phone). The phone performed great until very late September 2008 when the phone began to display performance problems. The phone would constantly freeze and become inoperable at the instant I attempted to open any application. Even first- party applications such as Internet Explorer or text messaging would cause the phone to freeze after a very short term of use (if any at all). The phone would also become unable of turning off upon pressing the "power" button. In order to get the phone to operate properly again (until I attempt to use it) I would have to take the battery out of the phone. While attempting to place a call on the phone, in the event the phone allows me to place the call, I would be unable to actually end the call and would have to remove the battery to finally hang up. Also affecting calls, the phone would fail to advance to an "in-call screen". This failure would leave me absent of the power to perform simple tasks such as using three-way calling, answering a call in waiting, or even adjusting volume during the call.

In the event of attempting to type a text message, if I am able to open the application and if the phone doesn't freeze, the actual text on the screen would disappear after a few keystrokes. I could continue typing, however, the cursor would continue advancing with no visual representation of any characters I may have typed.

I then called Sprint Customer service for the first time regarding this issue. The representative told me that because of the nature of the issue they will either credit me $50 to cover the premium of Asurion (Sprint's insurance company) or I could go to a Sprint Store and have them attempt to fix the phone.I chose the later option. After about a two hour wait the representative at the Sprint Store informed me that there was a "software problem" with the phone and that even after a hard reset they were unable to fix the issue and he quickly ordered me a new device. About two days later I traveled back up to the Lansing Sprint Store and retrieved my 2nd Motorola Q9C. because the "software problem" affected even the charging port of the phone, I was unable to recover my contacts and data. On October 3rd, 2008 I received my 2nd Motorola Q9C.

In mid January 2009, this phone also began to malfunction. Much of my life revolves around me having the ability to access the web and email as well as send text messages from my phone, so when it's out of commission it causes many headaches for me. I recognized the pattern developing with the Motorola Q9C and its malfunctioning after just a month or two of normal use and called Sprint customer service to inquire about receiving a different model instead of another Motorola Q9C which is clearly a defective device.

I was transferred multiple times from department to department trying to fulfill this inquiry. Multiple reps assured me that not only was this possible but that they have either performed or witnessed the process performed by a supervisor. However, once I would have been connected to a department that I was told would have been able to help me get a different, stable model, (mostly technical support and Asurion) I would be told that I was misinformed and connected back to Customer Care. In fact, after being transferred back to Customer Care, a representative (probably after looking over the notes and seeing that I have called multiple time) told me "Sprint is not sending you out defective devices and we are not going to replace your phone with a different model whether that's the answer you want to hear or not".

Still trying to find a representative who could and would help me, I was connected with a Customer Care operator who provided me with the most appalling display of customer service that I have ever been involved with. I inquired about the model exchange and the representative told me that she was going to inquire about my case with another representative and put me on hold. She comes back shortly and asks me if I am a Sprint employee, I reply "no" and she puts me on hold again. She then comes back to the phone and says "sir I am being told by another representative to discontinue your account with Sprint. Apparently you are on a SERO plan, a plan meant only for Sprint Employees." The Sprint Employee Referral Program (SERO) allows the general public access to special, substantially cheaper, service plans from Sprint by use of an official Sprint Employees Identification number and email address. In fact, Sprint Employees are actually barred from taking advantage of the program. Ironically however, these two horribly misinformed Sprint Employees were attempting to disconnect my service. I asked to speak to the mysterious rep who was attempting to cut my connection unjustly and was again put on hold. A few seconds later I am met with the response "he does not want to talk to you". I inform the representative that I would much like to speak to this obviously misinformed representative who is threatening to cut my service. She tells me to hold on again and we are inexplicably disconnected. Apparently I was hung up on by this representative. Luckily neither representative followed through on their threats.

Talking to other representatives I then constantly offered to purchase another device, essentially paying my hard earned money to rectify a problem brought upon by Sprint. I paid hundreds of dollars for the Motorola Q9C and I do not feel that I should forfeit hundreds more to solve a problem that my phone company is responsible for.

Eventually I got in contact with a supervisor in Technical Support who educated me on what is called an Advance Exchange. Unfortunately, to be eligible for an advance exchange I would have to have had the phone replaced a minimum of three times. Knowing this, I took another refurbished Motorola Q on January 23rd, 2009.

Just a single month later, I once again ran into the exact same freezing problems with the Motorola Q9c as its predecessors. I again called Sprint inquiring about receiving a different model. This time the invalid transfers and runarounds were the worst as they had ever been. It came to the point where I would have to inform the rep that the department that they were about to transfer me to either could not, or would not help me solve my issue. One rep even admitted, before attempting to connect me to Asurion, that "they CAN help you, I know for a fact that they can because I have had other customers call and got their phones switched for different models through Asurion, they probably just don't want to help you." It seems as though I have run into this problem many times across all departments. On many occasions a rep would tell me that they were looking over the notes, and then quickly transfer me to another department such as Telesales, although I clearly explained that I was not going to buy a new model. Even after explaining to reps that I would like to look into an Advance Exchange, I would be transferred and told that an Advance transfer was not possible.

I eventually got a hold of an extremely helpful representative from customer care. She worked with her supervisor and eventually got me to a Technical Support supervisor who was attempted to go through with the Advance Exchange. Unfortunately, because I have a spending limit on my account, he told me that he wouldn't be able to credit the amount of any comparable phone to my account. The only way to perform an Advance Exchange would be if the spending limit was removed from my account. That same helpful representative actually helped me attempt to get my account manually reviewed by Sprint's credit department also, however, I was told that this would be impossible until I was at least 12 months into my contract. Feeling as though I was out of options I accepted yet another refurbished Q9C from Asurion on February 27th.

However, a few hours later I attempted a last ditch effort with Sprint customer service. I informed the rep of my situation and she, along with the Account Services department placed an order for a brand new Motorola Q9C free of charge to me. I accepted with the hopes that maybe because the previous phone was refurbished that it was more prone to malfunction. However, although I informed the representative that I already had an order placed hours before, she was unable to locate it. Two days later, I receive two Motorola Q9C's from Sprint, a refurbished one from Asurion, and a brand new Q9C from Account Services. I informed Sprint of the mix-up and I was instructed to send the refurbished device back to Asurion, of which I followed suit. Apparently, the first representative did not place my order until the next day, which would explain why the second failed to locate it.

*Part 2 Below*

[relld05]

On June 12th of 2009, I once again witness Deja Vu as this brand new Motorola Q9C fell victim to the same ailment as its counterparts. I was attempting to send a simple text message and the entire phone became inoperable. Deja Vu also occurred as I was met with more horrible customer service. I once again dealt with extremely ill informed representatives that continuously connected me to departments who were even more ill informed and transferred me to representatives whose departments were irrelevant to my situation. I then told a rep that I was offered an Advance Exchange from the previous time that I had this issue.

This rep, as requested, transferred me to the Advanced Technical Support department where I immediately asked to speak with a supervisor. The supervisor, seemingly willing to help once again attempted to perform the advance exchange, unfortunately the account spending limit on my account blocked this action. I then called customer support to inquire about getting my account reviewed as I was only a few weeks from reaching the 12 month minimum that the previous Customer Care representative informed me of. The current rep informed me that Sprint's credit department did not accept calls from customers although she could talk to the credit department herself. After being put on hold for a few minutes the rep came back and told me that a review would not be possible until I was a sprint customer until I was at least 18 months into my contract- a statement that was directly contradictory to the 12 month minimum that the earlier rep told me about. I then asked to speak directly to the credit department representative. Without barely being able to get a word in the credit department representative dove into a monologue telling me that a manual review would be impossible until I have been with sprint at least 18 months into my contract, when the process would be preformed automatically by computer. When I inquired about how and why the manual review would be done only by computer and automated I was quickly told that the process had always been that way. I also informed the credit rep that her statement was in direct contrast to what I was told by multiple reps and a supervisor and asked her if, according to her, the reps and supervisor were wrong in their clams and the credit rep swiftly agreed and shooed me off of the line.


Looking to find a representative that was willing to do their job, I called back. This representative told me that if I traveled to a Sprint Store that I would be able to perform the exchange. However, this representative's lack of knowledge on Sprint's procedures left me once again paying the price. I arrive at the Sprint Store and inform the gentleman at the welcome kiosk that I was told to go there for an advance exchange, unfortunately I was met with the reply "we don't do Advance Exchanges here". Instead of being transferred to an incorrect department, I was essentially transferred to an incorrect location.

While at the store I told the technical service representative a detailed account of the problems my phone was having and he soon after took the phone into the back of the store to service it. However, on the receipt e notated the problem as "sticky keys" while there was absolutely nothing wrong with the keys of the phone. After a two hour long wait another rep brought back the device and informed me that they "removed and cleaned the keyboard", something that was performed much to my confusion as I knew from the previous phones that the phone was suffering software problems and was sound physically. Of coarse, after using the phone a few times I found that the problem still remained and the representative took the phone back into the rear section of the store. He emerged and told me that they ordered yet another Motorola Q9c even after I explained to him that I was not going to accept anymore Motorola Q9Cs because there is obviously something wrong internally with the device.

Feeling as though I had been played for a fool by Sprint, I turned to their Executive Services Department for assistance. The representative seemed as though she was going to be able and willing to help me exchange the device for a more reliable one, unfortunately, I was mistaken. I, in the same detail as I have in this very letter, explained to her my situation and how I felt insulted by the idea of being offered to purchase an entirely new device because my wireless company failed time and time to provide me with a working device that I paid for. She told me that she would work with both the store manager of the Lansing, Illinois Sprint Store, the one I visited both times, as well as the District Manager of the store in solving my problem. The answer that the three parties reached was to offer me an advance on my single full upgrade and an instant rebate instead of a mail-in rebate. Not only would I be paying hundreds more for a phone with the same feature set as the Motorola Q9c, but I would also be forced to sign a new 2-year agreement if I were to accept it. This "solution" offered by there three high ranking representatives of Sprint PCS was not only appalling, but disrespectful as the representative tried to coerce me into thinking that I would have been benefiting from such an offer.

For example, since I bought the phone Sprint had discontinued sales of the Motorola Q9C and replaced it with the very similar HTC Snap S511. According to Sprint's website both phone's regular prices are $399.99. So under the Executive Services offer, after signing another mandatory 2-year contract, I would be given a $150 discount on the phone, leaving $250 for me to pay. In the event I actually pay this amount I would of coarse be given the $100 instant rebate. This offer, would have me out of $150, literally paying for a snafu caused my Sprint themselves and locked into two more years of Sprint service. I feel as though I am not only being helped by my phone company, but rather exploited and bullied.

I called her back and declined the offer, and asked her what the time limit was to be up for a manual credit review, and she informed that it was 12 months, once again contradicting another department representative.

I am the quintessential "broke college student" and have to stretch every dollar I come by to simply get by. I do not have the time or money to have to deal with Sprint customer service or to purchase a new device, especially when I am not at fault for failing to receive a working phone. None of the phones were ever exposed to moisture or sustained any physical damage, yet Sprint insists on forcing e to foot the bill for their mistake. I have not only been met withe disrespect, but have been played for a fool in this situation from all angles and tiers of Sprint customer service. Such a simple problem should never have escalated to this point, however, Sprint's incompetence has left me no choice.


***sidenotes****

While in a call with Account services to inquire the exact dates of which I had my phones replaced, I was informed that the representative at the Sprint Store from my very first visit noted my phones' main problem as a "broken earpiece" and the one from my second and latest visit noted the problem as "sticky keys". Both of these false notations would not only make the problem seem as though it was physical, but an insurance problem,is this something I should include in the letter?

*whew* props to u if you read all that lol

[Dan]

No, the letter to the BBB is forwarded to the same department you already spoke to, executive and regulatory services. The offer you were given is probably the best they have available for you.

Now, I haven't heard of the Q9c having this many issues. Maybe it does, or maybe its how windows mobile operates with any programs you install on the device.

Lastly, broken ear piece and "sticky keys" are not insurance items. They are legit issues to have an advanced exchange or warranty exchange done for.

Your best bet is probably asking the exec services rep if you can go into a sprint store, get the 22 month upgrade price as well as all rebates instantly, and a credit placed on your account for the remainder of the price if you give them the Q9c back. Other than that, get the Q9c exchanged again and ebay it when you get the snap. Or, dont sign another contract, get any phone you want off ebay at new customer pricing or slightly more for NIB phones. Sell the Q and probably come close to breaking even and not have a new agreement to deal with.

So, BBB will probably not help you as your already talking to the dept the BBB will contact for you. If sprint makes an effort that the BBB feels is fair (offering you new customer pricing at 12 months) and you refuse it, the BBB can close the case and find that sprint made a good faith effort to help you, but it was not agreeable to you.

[olefafl]

The BBB can't force Sprint to do anything, but file it with them anyway.

Originally Posted by Dan

Now, I haven't heard of the Q9c having this many issues. Maybe it does, or maybe its how windows mobile operates with any programs you install on the device.

The Q9c are junk. I had 2 of them, the first one just went dead 3 days after I got it, It would not power on. On the second, the key pad lights started going out in the first week. Got it replace with a Mogul.

Also when I took the first one to a Sprint store to get it looked at, someone else was in there with a dead one.

[pepster2]

I sent you a message that might help. Not sure what department it is but they called me and fixed Data issues we had. Lady fixed it without me asking. Said she saw notes and it was not the way Sprint wanted to do business. I had been passed around to every department. Tech support had one guy start the yes you have unlimited pic mail but it used data to send so you will be charged. Told him to read the noted other Advanced Tech support guy put on account about data. He read it told me the other guys were wrong. Guy was a jerk who had no idea what he was talking about and wouldn't listen. Told me son was lieing and had used data. after the fact that he said data was used and charged for even if you have unlimited picture plan when sending pictures.
I feel your pain man

[pepster2]

hhh

[menmygn2]

On this one, I have to disagree with Dan. (First Time Too!)

Do file your letter with the BBB. Sprint has 30 days to respond to the issue and let the BBB know the outcome. Then BBB contacts the customer to see if the resolution is agreed to on both sides.

I myself have filed with the BBB against SPCS a little over two years ago prior to being put on the new Ensamble Billing system.

As many here can see, I swap phones more than most people wash their cars. So I was really getting upset that everytime I swapped phones, my rebate status was getting changed.

No one at SPCS would do anything. Mostly what I heard was "That's the way it is!" and left it at that.

I had a particularly rude CS rep do nearly the same thing about wanting to canx my services since I too had a SERO plan. Probably the same agent! LOL!

Anyway, after trying and trying, I finally wrote to the BBB and explained my situation. All I was asking for was to be able to use the rebates I was entitled to.

About 10 days later, I got a call from SPCS Exec Serv asking me what they can do for me. I too had talked to ES about 9 times prior to my letter to the BBB.

I again explained the situation, they asked me what equipment I wanted, ordered it for me, gave me all the discounts up front and sent me the phone and aircard I asked for. I got them 2 days later, kept checking my bill for 3 months to make sure no charges showed up and they didn't.

I'll be danged! SPCS finally got it right. Now the aircard is out of contract, so I can canx it at anytime. We have since switched over to the 1500 ATM, Everything Data Plan just so I can get service at the stores.

So go ahead, file your BBB letter and see what happens.

I would think, that since you must have tons of notes on your account dealing with defective phones, been to the store for Tech Support and they can back up your story, then you should be able to get a great response from SPCS and the BBB.

Remember, I was just wanting a rebate eligibility issue fixed. YOU have a long history of defective equipment. I think your issue trumps my issue and therefore you should file with the BBB.

[relld05]

Thanks to everyone for all their help and input, I think that I am going to clean up the letter a bit and file it, then see what Sprint says about the situation. Should I only file it with the BBB or should I also forward it to some of the Sprint executives?

So Dan are you saying that a Sprint Store rep deliberately notating the problems with your phone falsely is common practice? Do they do that so that an advance exchange or a warranty exchange could be done?


Also, do any of you guys believe that because I am on Sprint's least profitable plan is the reason I am not getting any cooperation?

[Dan]

Originally Posted by relld05

Thanks to everyone for all their help and input, I think that I am going to clean up the letter a bit and file it, then see what Sprint says about the situation. Should I only file it with the BBB or should I also forward it to some of the Sprint executives?

So Dan are you saying that a Sprint Store rep deliberately notating the problems with your phone falsely is common practice? Do they do that so that an advance exchange or a warranty exchange could be done?


Also, do any of you guys believe that because I am on Sprint's least profitable plan is the reason I am not getting any cooperation?

I wonder maybe if they called it something else so you didn't have a pattern of similar issues. Having said that, its not easy to get a different model phone from sprint for "free." If you have a spending limit, it makes it nearly impossible. Nearly because sprint generally will apply some credits to your account towards the new device, and then give you the rest of the price of the phone when they get the old device. If your credit class does not allow them to bill to your account, it makes the process so much harder.

I dont think your plan has a lot to do with it, I think its just getting the right supervisor or ES rep that will listen to you. Did the ES rep you speak with give you a case number? Were you emailed their proposed offer? If you were, you could always shorten (greatly) the letter you want to send the BBB and CC it to the ES rep.

I would just give dates you got the devices, when it went bad and how it was replaced. Indicate that all of the issues were the same, device freezing with no relief from a hard reset, and that you were told that the issue the tech listed was something else when doing the exchange. That should shorten the "history" part up quite a bit, and explain in the letter you would be very happy with a working Q9c that had no issues, but it seems pointless to keep going back and forth.

Lastly, and maybe an angle you can use. If your device will not function as a phone, it is supposed to be swapped out in a repair store on the spot. If it doesn't work, they are not supposed to order you a device under advanced exchange, and are supposed to go down the list of alternatives. That could be the quickest way into a different model without pulling teeth. Explain you just want a phone that works, and your device often times wont even do that!

[relld05]

Originally Posted by Dan

I wonder maybe if they called it something else so you didn't have a pattern of similar issues. Having said that, its not easy to get a different model phone from sprint for "free." If you have a spending limit, it makes it nearly impossible. Nearly because sprint generally will apply some credits to your account towards the new device, and then give you the rest of the price of the phone when they get the old device. If your credit class does not allow them to bill to your account, it makes the process so much harder.

I dont think your plan has a lot to do with it, I think its just getting the right supervisor or ES rep that will listen to you. Did the ES rep you speak with give you a case number? Were you emailed their proposed offer? If you were, you could always shorten (greatly) the letter you want to send the BBB and CC it to the ES rep.

I would just give dates you got the devices, when it went bad and how it was replaced. Indicate that all of the issues were the same, device freezing with no relief from a hard reset, and that you were told that the issue the tech listed was something else when doing the exchange. That should shorten the "history" part up quite a bit, and explain in the letter you would be very happy with a working Q9c that had no issues, but it seems pointless to keep going back and forth.

Lastly, and maybe an angle you can use. If your device will not function as a phone, it is supposed to be swapped out in a repair store on the spot. If it doesn't work, they are not supposed to order you a device under advanced exchange, and are supposed to go down the list of alternatives. That could be the quickest way into a different model without pulling teeth. Explain you just want a phone that works, and your device often times wont even do that!

Yea my ES rep gave me a case number, but when I asked for an email of the deal she tld me that it would take "24 hours" for the email to get to me and that I may as well just wait until she called me back the next day...

and yea, I had to sort of take the layman's approach with the BBB letter, im sure its ALOT i could shave off in a letter to somebody who works in sprint

and I DID explain to that to them but was dismissed with the "well theres nothing I can do except give you that same phone, maybe If you go through customer service..."

Ialso explained to the rep over the phone that I was very happy with the Q9C, that I am obviously going to have to go through the task of trying to get a phone that worked every 1-2 months when the phones inevitably breaks.

[boxoroxs]

I would open a second line with a new phone and then mail the defective one to Sprint... registered mail, delivery confirmation, AND file with the BBB.

Put a note with the phone to call you when they have reviewed the letter.

Once they see that the phone doesn't work and the problem isn't "sticky keys", maybe then they will understand.

[relld05]

Originally Posted by boxoroxs

I would open a second line with a new phone and then mail the defective one to Sprint... registered mail, delivery confirmation, AND file with the BBB.

Put a note with the phone to call you when they have reviewed the letter.

Once they see that the phone doesn't work and the problem isn't "sticky keys", maybe then they will understand.

lol, thats creative, seems a little expensive as I would THEN have to cancel the extra line, lol

[boxoroxs]

The plan isn't the issue, it's the phone.

I can sign up tomorrow with a sero plan. Maybe a TOL, who cares.

[Quill]

Two things:

a) if you have no useful input to offer the OP, please do not post.
b) if you feel that someone has posted something that is not helpful (either flaming or thread crapping) please report it.

Thank you.

[villeban]

To the OP. My dear friend, I think, Sprint is not willing to this exchange for u. My personal experience is that I have being there, I have requested to verify the notes of phones exchanges to assurion, they have seen the notes on my account and have exchanged my pda's at least with three different phones, all of them, with not to much questions. I think your best shoot is assurion, I have done it with them, ask THEM, not sprint, ASSURION, if they are willing to the exchange. Of course they will charge you the $100 bucks, but if you talk to sprint they CAN, and i said CAN, not they WILL, they CAN give you a credit for the assurion fee. A recap, DONT DEAL WITH SPRINT, try assurion. Been there, done that, now on an HTC Pro Touch, w/o any fee.