[Silent-one]

I have been a Sprint cell phone customer since Jan 2004 (I checked!). This past year has been a horror in regard to defective cell phone hardware and software. I would love to know what other individuals have experienced with Sprint, as well as to know if I am being too patient with Sprint in regard to a fix for my issues. Also, I hope this might be educational to other Sprint customers - good or bad.

(New phone - #1)
In Dec 2009 I renewed a new two year contract with Sprint to obtain two new phones (a pair of LG Rumor Twos) - I just want to focus on my personal phone issues in this letter- the second phone and contract issues are another long story. Everything was working well until about six months in - the LG phone would have serious delays with input (typing/dialing would lag around 15 seconds), the phone would reset frequently and would not hold a charge for a full day.

(Six months in, Phone #2)
I called Sprint and was referred to a store near work - at the store, through some bungling on the tech's part (beneficial to me, or so I thought) I walked out with a refurbished HTC Touch pro. This new phone worked properly for about two months, then demonstrated the exact same issues as the Rumor 2 phone with the wonderful addition of heating up enough that I really did NOT want it in my pocket. I called Sprint and lo and behold - the phone is not properly registered on my account, and despite being in my possession for less than three months, is not under warranty. I am told to go to a store yet again for a repair estimate. After 79 minutes at the store (I timed it!), the tech stated he updated the software and I had a "bent pin" in the charging port and the repair cost was ~ $70. I ask him to document the issue for me and please give me my phone back. I got a business card with a sloppy paragraph describing the issue written on the back along with my phone. After many hours on the phone with Sprint, I was directed to their "Multiple Device Replacement" department and was thoroughly grilled regarding this issue. The end result was if I renew my contract, I can be sent a new phone. I needed a working phone - I tell them to send me the phone. They did not have any HTC Touch Pro phones in stock, but were willing to and do send an HTC Touch Pro 2

(Three more months, Phone #3)
So I receive a brand new retail HTC Touch Pro2 in the mail - a very nice phone - which works for around three months. All of a sudden, the phone keeps on attempting to perform a "Hands Free Activation" process. Essentially, the phone thinks its brand new, and will not contact the Sprint network - the phone's cellular radio appears to not work. After multiple calls, multiple resets of the phone, the only progress is the addition of another intermittent error message stating: "The device in unable to boot because either you have turned off the device incorrectly or tried to install an application from untrusted sources". I ask for a replacement phone - and am told by one CSR that they no longer send out replacement phones as of the 7th of October. The next CSR states I must go to a store. I insist on a fix, so back to the Multiple Device Replacement dept. They decide to ship me a replacement refurbished HTC Touch Pro 2.

(Not even one day in, Phone #4)
Four days later I receive a tiny box from sprint with a refurbished HTC Touch Pro 2 inside, just the phone and a back cover - no battery, and no SIM card (I know, you say Sprint does not use SIM cards - this is a world phone and is one of two sprint phones can than can use SIM cards). I call up sprint just to be sure that this is ok - I am told it is NOT typical to ship a phone without a battery, however I can use my old battery. We attempt to activate and guess what? The replacement phone's MEID is NOT registered on their network! Ok, we get this settled, make a test call to an automated voice that states "Congratulations, your phone is now activated!". Great! I think this is all behind me - thank you CSR! The next thing I do is call my girlfriend (I wanted to let her know that I can actually receive phone calls now, I have a working phone!) - and tragedy strikes: The new phone's microphone does not work! I can hear perfectly, however whomever I call hears silence...they cannot hear me. No matter what I try, any phone call I make with the new phone is essentially a one way conversation - nothing I say is heard. I call Sprint back - totally disheartened. After more than two hours on the phone, I finally get sent around to the Multiple Device Replacement department again.... the best they can do is ship me a phone. With other carriers now in mind, I say just send it to me. I am now awaiting Phone #5.

(Phone #5 - currently en route to my mailbox)




Dearest Reader(s) - I am done with Sprint...this is total failure on their part. Not only have they failed me in respect to their hardware, my phone reception has been quite spotty in certain areas and their customer service is atrocious.

There are just a few questions I would love answered:

1) Was I too forgiving/trusting of Sprint? Should I have cut the cord long ago?
2) Is this typical of some users, or am I some sort of Sprint Unicorn?
3) At this point, I just want to port my number to another service, but am now on the line for a large two-phone Early Termination Fee - what is the best way to avoid this without hours on the phone?
4) While we are at it - is there truly a stand out nationwide carrier/plan that is reliable?
5) At least I still have my humor: Does anyone want my old phone hardware?

Thank you for listening - if anything, please do post back to say "you are not alone".

Omelan ("Bob") Stryzak


UPDATE ~ 11/7/10:

I thought I would update my story for you - I still have yet to
resolve this issue, however I am still attempting to make progress. On
11/2 I happened to run into Jack Butler, one of Sprint's Account
Managers, at Princeton's Vendor Fair. I decided to give him a copy of
the letter I sent to consumerist.com - I have spoken to him the past
week and was told that the letter is making its way up the corporate
ladder. Since then, I have yet to have heard back from Sprint.

I am also including copies of some of the items referenced in the
letter I originally wrote you - the business card and eTicket refer to
Phone #2 - the Touch Pro I received after my Rumor 2 began to fail. The
image with three phones is simply phones #3, 4 and 5 - I find it a
comedic image as these phones are expensive, however I cannot rely on
Sprint even though they send out phone after phone to me....nearly
$1,400 worth of phones in that one image.

Thank you for reading,
-Omelan


UPDATE ~ 11/17/10:

Update 11/17: Since I spoke with Jack Butler (One of Sprint's Public Sector Account Managers) in person on 11/2, we spoke briefly on the phone twice - Mr. Butler stated that it takes time for "things" (my plea for help/information from Sprint) to trickle through the corporate ladder.....and promised to call me back with an update. Since 11/9, my emails, calls and resulting voicemails to his number (215-416-5050) have gone unanswered.

Yet another amazing fail for Sprint's customer service.

I am sorry if some of this sound pedantic - I really have lost respect for Sprint and I truly want to share this experience with others.

Thank you,
-Omelan

[Duffman]

Who cares.

[Silent-one]

Originally Posted by DuffMan

Who cares.

Seriously? So not only does Sprint not care about quality of hardware and quality of product and customer service, other Sprint customers and commentors at large dont care? *ouch!*

[Duffman]

You assume that everyone has had your experience. Not true. The vast majority of folks I help who, mind you are calling me with an issue, are very happy with Sprint. There are a few folks who seem to never be satisfied and love to complain. They, like you, almost always refuse to go to the store to fix the issue and just want another phone... usually of a newer model. As each exchange costs Sprint almost $100, I would prefer you to port out and become someone else's perpetually grumpy customer.

[Silent-one]

Originally Posted by DuffMan

You assume that everyone has had your experience. Not true. The vast majority of folks I help who, mind you are calling me with an issue, are very happy with Sprint. There are a few folks who seem to never be satisfied and love to complain. They, like you, almost always refuse to go to the store to fix the issue and just want another phone... usually of a newer model. As each exchange costs Sprint almost $100, I would prefer you to port out and become someone else's perpetually grumpy customer.

DuffMan - So the tenor of the letters I have written read like I am a perpetual complainer? I truly truly do not need a "perfect" phone, nor am I enjoying having to perpetually make waves to have a functioning phone - all I wanted was to reliably make phone calls.. I understand that I work in a poor reception area - and things can never be perfect...

I TRULY enjoyed my service pre 2010... great contract for 2 phones/data, simple reliable/usable phone.... Since I renewed my contract and received the first two Rumor 2s, I have spent more than 8 hours in stores (new brunswick and trenton nj, the 2nd which recently closed - not exaggerating 8 hours, I took time off from work)... I was always referred to a non-franchise store (only ONE in NJ) or to call a CSR...

I fear if I say any more, I will be further digging myself a hole as a "perpetual complainer" - I feel sorry that this has become an employee label to excuse poor customer service.

[Silent-one]

[Duffman]

So wait. You have no insurance and are out of warranty? WTH?

[Silent-one]

Originally Posted by DuffMan

So wait. You have no insurance and are out of warranty? WTH?

My words exactly!!! This is what I received to replace my Rumor 2 (read
(Six months in, Phone #2) from above, re-pasted below). TERRIBLE CUSTOMER SERVICE - I was given someone else's used phone which was out of warranty!

(Six months in, Phone #2)
I called Sprint and was referred to a store near work - at the store, through some bungling on the tech's part (beneficial to me, or so I thought) I walked out with a refurbished HTC Touch pro. This new phone worked properly for about two months, then demonstrated the exact same issues as the Rumor 2 phone with the wonderful addition of heating up enough that I really did NOT want it in my pocket. I called Sprint and lo and behold - the phone is not properly registered on my account, and despite being in my possession for less than three months, is not under warranty. I am told to go to a store yet again for a repair estimate. After 79 minutes at the store (I timed it!), the tech stated he updated the software and I had a "bent pin" in the charging port and the repair cost was ~ $70. I ask him to document the issue for me and please give me my phone back. I got a business card with a sloppy paragraph describing the issue written on the back along with my phone. After many hours on the phone with Sprint, I was directed to their "Multiple Device Replacement" department and was thoroughly grilled regarding this issue. The end result was if I renew my contract, I can be sent a new phone. I needed a working phone - I tell them to send me the phone. They did not have any HTC Touch Pro phones in stock, but were willing to and do send an HTC Touch Pro 2

[Dan]

This is unfortunate, but you have already made the decision to leave, and its likely the best for both Sprint and you. At best, Sprint will waive your ETF. The worst thing you can do is accept some offer from Sprint at this time, as you will have service with a company you really dont care to do business with.

Port out and dont look back.

[Silent-one]

Originally Posted by Dan

This is unfortunate, but you have already made the decision to leave, and its likely the best for both Sprint and you. At best, Sprint will waive your ETF. The worst thing you can do is accept some offer from Sprint at this time, as you will have service with a company you really dont care to do business with.

Port out and dont look back.

Dan - You read my mind and worded it perfectly! I'm done with sprint, just trying to avoid the ETF. All that remains is sharing my story with others - posting in this forum, and others, is part of this process.

[JeffDTD]

OP,

I certainly can understand and sympathize as to how angry that multiple defective replacements has made you. I once had this ordeal with a lovely device called the "Touch Pro" and through the very end, getting it taken care of was like biting nails.

However, I have to raise objection to one item, and its not sprint specific:
Refurbishment.

Assurion is working with all of the carriers to provide insurance and to what degree actual "refurbishment", i'm not sure. I expect that a 3rd party company is handling the refurbishing of devices.. and that company is not only Sprint employed, but employed by the other carriers as well.
Specifics aside, the filthy truth about "refurbs" are that all the carriers subscribe to the same "refurb it" philosophy with defective devices.... and customers on Verizon (at least) have had an experience very similar to your with the original Motorola Droid

http://consumerist.com/2010/09/veriz...r-another.html

Its a pretty good read. Enjoy.

I would anticipate that the Verizon customer who wrote the consumerist was probably contacted by Verizon Exec services and offered a new device based on his complaints that got published online. If you haven't contacted Sprint Executive services, you just might. I know, you said you know someone in the corporate office. However, there is a group that takes phone calls and can receive and handle your objections.

Also, I have remind you: From the way your story is written , you went from an LG Rumor 2 (which is by no means a "smartphone") to a Touch Pro. Regarding LG's, I have no faith in them. I've owned 3 and find LG to be among the poorest in quality control. I have friends on Verizon and ATT who have owned LG's... one ended up being swapped out of a Chocolate 2 after 3 replacements.. the other on ATT had 2 replacements on a touch screen LG before bailing and paying an early upgrade fee for an iphone. The Touch Pro was at one time the best smartphone sprint had. Unfortunately, it ended up being one of the most defective phones they've ever sold... and the reason you were given one was likely that it was ordered for a customer that never came and got it.. or had some sort of defect and had already been refused by a customer.. and was given to you. In good faith, you were then given a Touch Pro 2? The TP2 was supposed to be the answer to the TP... many TP customers were given them, many werent. I escaped from a TP to a Pre. Dan actually had a TP and was upgraded to a TP2. However, the forum history will also show you that many TP1 customers who were haunted with multiple replacements were never offered a TP2.. many were given only the TP1 and to this day, have only been offered a TP1.
The last generation of WM devices are prone to lockups, software hiccups, and inconsistencies. Over time, if they're exposed to downloads, new software, and memory retention, they slow down and they have to be hard reset to be brought back to function.

[Silent-one]

Hiya JeffDTD - absolute DITTO on your stance regarding refurbished replacements... the few occasions I have had to return items (aside from cell phones) I usually receive a new retail item - makes sense because I paid for a new item that was defective. With a cell phone - I paid for a new item, why should I not get a new item for replacement?

Also - the initial post was what I submitted to consumerist.com (WONDERFUL site) Aside from a promise to research my issue, no response in regard to my request to share my story with their readers.

[JeffDTD]

Originally Posted by Silent-one

Hiya JeffDTD - absolute DITTO on your stance regarding refurbished replacements... the few occasions I have had to return items (aside from cell phones) I usually receive a new retail item - makes sense because I paid for a new item that was defective. With a cell phone - I paid for a new item, why should I not get a new item for replacement?

Also - the initial post was what I submitted to consumerist.com (WONDERFUL site) Aside from a promise to research my issue, no response in regard to my request to share my story with their readers.

I'd say the consumerist has probably been inundated with complaints like this on all the companies, which makes it less of a story to run. In Sprint Wireless's infancy, they had a good enough relationship with their phone makers that they did in fact give you a new device, whether it was the same device or similar, if you had a defective model without damage. Insurance was used for damage caused by you, warranty work was free. Back then, Sanyo had a huge presence at Sprint.. their build quality was immaculate.. and Palm's build quality was great. Samsungs were a minority, but seemingly dependable. Sony/Ericsson launched one garbage phone with Sprint that Sprint stood behind.. and those old startacs were like bricks! The point: With the rise of technology and the intricacies these phones have, they are far more defective than they ever were before. The more advanced the phones become, the more susceptible they are to climate, handling, and 3rd party software. I think the refurb business is born out of a lack of relationship between the carrier and the supplier. If a phone is truly defective and not damaged, Sprint should be able to avoid 3/4 of the cost from the supplier when they take a bad phone back and return that bad phone in the box of a new one, receiving a chargeback for the cost of the new device. For whatever reason, this relationship doesn't exist.. to the point that its void has created an entire business and is fueling another company's existence... present solely to reassemble "new" franken-phones out of pieces and parts of others. Each refurb cost $100? Really? Its seriously cheaper for Sprint to pay a company to build a franken-phone than it is to return a defective one to a manufacturer and get a portion of their money back? Amazing.
Or perhaps they are returning defective ones and sinking everyone with refurb as a way to save supply and further cut costs... at the expense of customer satisfaction.

Anyway, OP, if you're done with Sprint as a matter of principle on Customer Service, I agree with the prior advice.... Don't look back. However, if you're leaving Sprint because refurbs are defective, in Sprint's defense, they've put you in 2 different models, each one an upgrade to your prior device... free of cost.

[JeffDTD]

Hey OP,

You made it on to the consumerist. Congrats?

http://consumerist.com/2010/11/my-sp...-funerals.html

[Silent-one]

JeffDTD - Yup, I'm very happy Consumerist.com decided to post my story (although edited..which is still great). I have learned a lot from posters to that story...and found that I am not alone - apparently sprint does this all the time. More straw on an already back-broken camel.

As stated before, I am finished with sprint.