[rdwing]

Where to begin?

Let's start with square 1. Around August of '07, I got a Sprint Mogul
PPC. I'm not sure how much you know of this device, but it has been
plagued with problems since its release (to find more about the
problems, you can visit PPCGeeks.com and go to the Titan section, or
SprintUsers.com under the WinMo/Mogul section), something I was
unaware of until I got one. I was also lied to about the GPS
functionality of the Mogul, and of the expected timeframe of EV-DO
Rev. A - It still isn't working. Bluetooth also does not work.
Soon after, I began having problems with it. I contacted Sprint for a
30-day exchange, as is their policy. I received a second one soon
thereafter. Unknown to me, they charged my Sprint acct and applied a
30-day temporary credit, until they received the 1st device back at
their warehouse.
As is true to my philosophy, as soon as I received the second device,
the 1st one was back on its way to sprint, via their own prepaid ups
envelope.

I'm just getting started, so keep reading.

Very soon after I received the 2nd Mogul, it began physically failing.
When I would slide the device closed, it would freeze and shut off. I
called sprint and asked for an exchange. Returned it.

Third device arrives. The box has obviously been beat-up by UPS, I
return it and request a next. Returned by DHL to Exec. services, I
believe.
#4 comes. I believe this device had a very yellow LCD...i.e. White
looked like yellow. Also returned it via DHL.
#5 arrives, and it also is ready to fall apart.
Got fed up and said I wanted a Sprint Touch, so Sprint agreed and sent it to me.
1st touch had a screen defect, so I returned that and got a new one.
This is when everything went to hell.

Since that date, I've been more than happy with my actual cell
service, and my nice Sprint Touch. It works fabulous.
However, my service has been cutoff at least 5 times since we did the
final exchange for the Sprint Touch (the first was Nov. 7), which I
believe was September 9th. My account is a "Spending Limit" account,
meaning once you hit a set amount (200$ in my case), service gets shut
off (to prevent overages and the such).
It appears that each time I've gotten an exchange, the replacement
device has been charged to my account, along with a corresponding
temporary credit. These credits expire after 7 or 30 days. Each time
my service has been cut off, I've called into Sprint. They vehemently
apologize to me, and assure me that the problem will be fixed. The
most recent occurrence of this was December 23rd. I was traveling
cross-country that day, and was sitting in a canceled flight @ SJC to
Kansas City, going to MCO, when I was finally able to restore service.
Thanks to Sprint blunder, I lost my Enterprise reservation in MCO,
because I was not able to call and either reschedule another flight or
change times on the reservation. Yet it was just ANOTHER band-aid,
merely a 7 day temp credit.
My service was again interrupted on January 2, and I placed a call
into executive services. Again. I was transferred to somebody by the
name of Tobias Tavera, who was an executive analyst. This was on
Wednesday, the second. I spoke to him, explained the problem, and he
said he would look into it, and my service would be restored by
Friday. I tried to give him a call on Thursday, and had no luck. I
left him 2 or 3 voice mails. I again called to Friday, and was
informed that he was out of the office, and would not be able to
assist me until Monday, or more probable, Tuesday the 8th.
I let it go, telling myself to breathe, and that it would all be
worked out. What a fool I am.
I finally gave in and called regular Customer Care today, about 30
minutes ago, and I asked the rep to read back through the last note or
two and tell me what they said.

She said, in short, that Sprint has mailed me 7 phones, which is
correct, but that they've only received 3 back at the warehouse. 2
Moguls, and 1 Touch. I almost hung up on the rep. I asked her to
please clarify, and she restated that Sprints sent out 7, received 3.
I about blew my top right there. She also told me that my service
would not be restored this weekend, and that I'd have to wait until
Tuesday to even speak to anybody about it. She suggested that I call
executive services on Tuesday.
At this point, I'm in shock at this. Every phone was returned in a
timely fashion...You'd think that since Sprint provides the materials
to return these devices, they wouldn't lose them...
Now they want to hold me responsible for almost 2500$ worth of
equipment? WHAT?! Are they nuts! I'm not sure if this is UPS's or
DHL's problem, or more likely Sprints...but I will not be held
responsible for their lack of intelligence and responsibility.

In closing, what I want to for my account to finally have a 0$
balance...I continue to pay my monthly bill of 74.99total each month,
in spite of the fact that for some periods I cannot use my phone
because it's been cut off. My account is so messed up and complicated
its nearly impossible to figure out because of all the temporary
credits, and all of the botched attempts at fixing it. This is
bordering on fraud IMHO, and I will not, for any reason, be held
responsible because of Sprint incompetent mistake.
I'd love to leave Sprint, and I know I have the opportunity to do so
because of the changes to their fee schedule, but I'm afraid to do it
because of some whopping bill I know I'd eventually receive in the
mail, and I have neither the time nor money to deal with that.
I know somebody sued Sprint in small claims court for a very similar
problem, and they won, but I don't think Sprint will make the same
mistake twice. So, either fix this so I can finally go to sleep
knowing I have a working cellphone...or let me out with no continued
obligation and no surprise bill down the road. You could also
reimburse me for the equipment that I've purchased, time without a
cellphone, and time wasted. That'd be great.
Thanks Sprint for screwing up again.
-Jon

[jillianbee]

Wow, scary.

If I remember correctly when I returned my phone in July the return kits had a tracking number that I wrote down so that I could prove I returned the phone, if necessary. Trust no one. Did you have that?

I'm sorry this happened to you and I hope it all gets worked out.

[knytphal]

That is pretty cruddy.

As for writing down the tracking number, I didn't even have to do that - just keep the copy of the label that comes with the return kit. I still have mine, and it got sent out back in September I think.

I really do hope that the OP's issue gets worked out. Ouch.

[rdwing]

I did...somewhere. However this was a few months ago, and I'm not sure if I can find all the pieces of paper. I'm not that organized sadly. I have a few of the tracking numbers...

[rennyn]

Sprint sent me TWO extra aircards and billed my account for them. I'm still waiting to receive the return kits and its been nearly two weeks.

All these return horro stories make me scared of what might happen lol Definitely going to keep track.

[Dan]

Keep tracking number, call sprint 7 days after it is shown to be received at the warehouse. Sprint has told me that returns are supposed to be verified and scanned back into the warehouse within 7 days of delivery back to the warehouse.

I dealt with an issue where sprint took about a month to finally credit my account back for a returned device. With so many devices sent and returned / refused, you may have an issue where some packages were not scanned back properly. I suggest in the future you consider looking for an authorization to return / exchange in a store which sprint can give you via email. That would remove the problem of waiting for something to be returned and scanned in, and would put your new device in your hands immediately.

[88jr]

Sprint is horrible with returns. They don't have you put and RMA number or anything with your return. They always get the phone but about 1 in 5 times, you never get the credit. I've had to call MULTIPLE times and give them a tracking number along with what phone it was and they credit my account! I could be lying as far as they know! Crazy!

[rdwing]

Better be watching and make sure they actually credited you, rather than just a temp credit like they did with me.

[Bluezulu]

Had a kind of similar situation. Bought an insured Treo from my friends brother. It was in ok condition but for 5o bucks with the insurance I could get a new phone. My friend got the phone from a rep who works at a sprint store. He said when they send the new phone don't send the old one to sprint but to give it to him. I gave him the old phone and the resend packet. About two months later my account got charged 200 for an unreturned phone. I was ballistic at my brother's friend but he assured me after talking to his friend at the sprint store that they returned it. I called sprint and they gave me a credit once I told them the situation. 2 weeks later bill slammed again the same issue unreturned phone. This went on for two months with my service being interrupted when ever the temp credit wore off. Me and my friends brother stopped speaking after this even when he assured me that he gave the phone to the guy and they returned it. I knew this guy all my life so I was 50/50 on if he returned it.

The end of the story I don't know I eventually paid them 400 bucks to pay for the phone or they eventually got the phone at the wharehouse (I don't remember giving them 400 bucks?) but the issue was resolved. I will make sure if I ever return a phone to sprint again I will 1) do it personally 2) Write down all tracking information maybe even placing extra tracking on it. They really should have it where you take it to the store yourself.

[rennyn]

Finally received ONE return kit for the TWO extra aircards they sent me.

The instructions say you can't return two devices in one bag. So I had to have them send another one. Ugh.

Still waiting on that one..

[TonyC]

BTDT. took almost a month for them to confirm w/ UPS the phone was lost. don't know what to tell you.. we all know you use sprint at your own risk..

[DaRtH CrAtHeN]

I'm going through this same situation when a Treo 700w that I returned. Except I received the replacement phone back in July and the $200 charge for the unreturned phone didn't show up until December. I've called numerous times and all I'm told is that they're looking into it. I've never received a temp credit so maybe I will do that next time I call. I don't have spending limit on my account so it doesn't really matter, but it really annoys me when I pay my bill on time every month for the normal amount and still see that $200 balance. So I think I'll call them tomorrow and find out the status and if it's not resolved to give me a temp credit.

[rennyn]

Update on my aircard situation:

I ordered 2. Received 4. Asked for return kits. Received 1 return kit. Asked for the 2nd...


and guess what I got instead?

A 5th aircard.

*sigh*

[rdaex]

Originally Posted by rennyn

Update on my aircard situation:

I ordered 2. Received 4. Asked for return kits. Received 1 return kit. Asked for the 2nd...


and guess what I got instead?

A 5th aircard.

*sigh*

I have to say, good luck and I hope you get it straightened out.

Having said that... baah ahhahahahahaha... hahahahaha

[Xanius]

Rennyn, I'd definitely go in to the store and explain it, they'll have you get the instore return request done but they'll call them up for you and you can have the form emailed to a rep.
I had to return a phone and did it that way, was on my way without an issue in 10 minutes.