The short version is they botched an eqipment replacement so badly that they decided to just give me an in-stock new phone. The long version appears below. I don't intend this post to brag or to bash Sprint. I just thought I'd share my experiences in case it can help anyone else.
The touchscreen started acting up on my Evo 3D about 2 weeks ago. I was getting phantom touches when I applied any amount of pressure to a certain area. I brought it to the Sprint store (still under warrenty and with a protection plan). And they ordered me a replacement. Unfortunately replacement Evo 3D's are on backorder so it took a week to arrive. Once it arrived the store techs had problems activating it. They were getting errors and had to build my profile manually. They got the voice connection working but not the data. They told me the network currently had a backlog on data activations and it should start working in a couple of hours.
It didn't.
I called the 800 number twice and both techs also couldn't get it activated. Eventually they told me to being it back to the store. When I brought it back they tested it and basically said the replacement was broken, and I needed to get a 2nd replacement. So they ordered me another one. Surprisingly it arrived the next day. (I thought they were on backorder; that should have been my first clue.) When I went to pick it up, it was the wrong phone. I don't know if it was ordered incorrectly or if they just shipped the wrong thing, but they had a flip feature phone with my name on it. The store manager said they would have to place a 3rd order for a replacement phone.
NO GOOD!
Eventally he apologized and went to look to see if they had a new Evo 3D that he could give me. Of course they didn't since they don't sell them anymore. Then he said I could have a new model and offered me a GS2. I told him that I wasn't interested because I don't like TouchWiz. He said that he wished he could offer me a Evo LTE, but he couldn't. I said what about a GNex. He told me that he wasn't normally supposed to but since the Evo 3D's are on backorder he had some extra flexibility, and he got it done.
So after not having a working phone for almost 2 weeks, I was finally offered a free GNex; no upgrade, no contract extension, a new GNex free and clear. (I still have a year left on my current contract.)
Just when I was about to give up on Sprint's customer service they came through!
The touchscreen started acting up on my Evo 3D about 2 weeks ago. I was getting phantom touches when I applied any amount of pressure to a certain area. I brought it to the Sprint store (still under warrenty and with a protection plan). And they ordered me a replacement. Unfortunately replacement Evo 3D's are on backorder so it took a week to arrive. Once it arrived the store techs had problems activating it. They were getting errors and had to build my profile manually. They got the voice connection working but not the data. They told me the network currently had a backlog on data activations and it should start working in a couple of hours.
It didn't.
I called the 800 number twice and both techs also couldn't get it activated. Eventually they told me to being it back to the store. When I brought it back they tested it and basically said the replacement was broken, and I needed to get a 2nd replacement. So they ordered me another one. Surprisingly it arrived the next day. (I thought they were on backorder; that should have been my first clue.) When I went to pick it up, it was the wrong phone. I don't know if it was ordered incorrectly or if they just shipped the wrong thing, but they had a flip feature phone with my name on it. The store manager said they would have to place a 3rd order for a replacement phone.
NO GOOD!
Eventally he apologized and went to look to see if they had a new Evo 3D that he could give me. Of course they didn't since they don't sell them anymore. Then he said I could have a new model and offered me a GS2. I told him that I wasn't interested because I don't like TouchWiz. He said that he wished he could offer me a Evo LTE, but he couldn't. I said what about a GNex. He told me that he wasn't normally supposed to but since the Evo 3D's are on backorder he had some extra flexibility, and he got it done.
So after not having a working phone for almost 2 weeks, I was finally offered a free GNex; no upgrade, no contract extension, a new GNex free and clear. (I still have a year left on my current contract.)
Just when I was about to give up on Sprint's customer service they came through!
Facebook
Twitter
Instagram