1. dfine1966's Avatar
    It looks like I am possibly the rare breed that can't reserve the EVO or get it in a retail store, ie, Sprint corp and retail, Best Buy or Radio Shack. My situation is a little ridiculous because of mistakes made by Sprint's wonderful customer service people(eh hum). I've been with Sprint for 12 years and been a Premier Customer since it started. I have 2 phones on my line. My number has always been the main number and my wife's was the secondary number. Over the years, basically because of Sprint CS making many mistakes on my account, I ended up getting a bunch of different discounts saving me almost $50 a month. The last mistake that the Sprint's CS made changed, for some reason, which phone number was the main number. For some reason they switched my wife's number to the main number and moved my number to the secondary number. Now before you say I should call and switch it back, which I did try and failed, because if they switched it back, I would lose 2 of my discounts costing me about $30 a month. They said they couldn't put the discounts back on, but could never tell me why, except that the system wouldn't allow it. I did talk to many different account service people who said there hands were tied.

    Here is the good part though (will see if this holds up). I got them to put in a permanent note in my account to state that my phone number was eligible each year for a new phone and my wife's number would be eligible every 2 years. That is all fine and dandy, but will it really work? I already know that I won't get the rebate in the traditional way, because the computer will kick it out. So they would have to give me the EVO for $299 and then credit my account another $100 to make things right. I really don't want to do this forever on my account. Who knows if they will actually do this for me?? Also, will they actually have any EVO's to send me in the first week is a question that won't be answered until this weekend.

    Has anyone else had this type of problem that Sprint has messed up so bad. How can I get my number switched without losing all my discounts. Will I be able to get the EVO? "Sorry if this sounds like a Batman episode: "Will Batman survive, will the Boy Wonder remember who he is?" You get the point.

    Sorry about the novel, but as all you go to the stores to get your EVO, I will wonder what will happen next.

    Thanks for listening.
    06-02-2010 09:41 PM
  2. d0nc0l0's Avatar
    they did mess with my account and i lost 10 dollars off i hate them for doing that.
    06-02-2010 09:44 PM
  3. dfine1966's Avatar
    they did mess with my account and i lost 10 dollars off i hate them for doing that.
    Did you get it back or did you just let it go?

    Because of their mistake, I could lose $360 a year if I have them switch it. I am still trying to figure out how to correct the problem without losing anything. Plus trying to get the EVO without paying almost full price.
    06-02-2010 09:52 PM
  4. ERDude's Avatar
    Just use the upgrade on your wives line and activate on your line. Best done at Best Buy or Radio Shack. If you go through Sprint you must leave the phone active on the eligible upgrade line for 30 days in order to get the rebate.
    06-02-2010 11:04 PM
  5. kindaskimpy's Avatar
    I had a similar situation going on but mine seemed to be resolved just fine. Been with Sprint for 3 years now. I have 3 lines on my account and my line has always been the primary. My line was due for the full Premiere discount June 1st (convenient, eh?). Somewhere down the line, the primary line got switched to one of the other numbers and I noticed this online last month so I called them and had them switch my line back to primary and made them assure me I wouldn't lose my 15% discount. Sure enough... it worked...

    UNTIL...

    On June 1st I went online to check my upgrade eligibility and although my line is now the primary line again, it showed me qualifying only for the $75 off + $100 rebate... not the full $150 + $100 rebate.

    Naturally, I called them again and explained what was going on. I was put on hold for several minutes and then assured it would be fixed. "Check online again in 4 or 5 hours, sir." I did and there it was... my primary line intact with full upgrade eligibility and 15% monthly discount.
    06-03-2010 02:41 AM
  6. ImmaSlave4U's Avatar
    If you aren't able to buy your EVO at a Sprint store, you most likely would be able to via telesales as they have access to all the account notes.
    06-03-2010 02:45 AM
  7. dfine1966's Avatar
    If you aren't able to buy your EVO at a Sprint store, you most likely would be able to via telesales as they have access to all the account notes.
    This is what I thought or think I have to do. The only problem is the rebate of $100. I am sure their is no way it will show as eligible because the rebate center doesn't look at notes, they look at the account eligibility. It could be a fight between Sprint and myself for them to just credit the $100 to my account, plus only charge $299. It might take a few different Customer Service Reps and a few Account Services Reps to fix all the problems, speaking of past experiences. Who knows, I might go over to my local Sprint store and see what they could do, or if they could do anything, which I doubt. I will let you know how this saga ends and if I actually get the EVO.
    06-03-2010 08:32 AM
  8. gottria's Avatar
    They screwed up mine also, they had my sons line, which was activated last year as the primary. How can an add on line be the primary? Well they switched it back but I lost my Premier upgrade on my line, called and told them that and they wouldn't budge. So now I'm looking at a full priced Evo.
    06-03-2010 08:43 AM
  9. bballintom22's Avatar
    It looks like I am possibly the rare breed that can't reserve the EVO or get it in a retail store, ie, Sprint corp and retail, Best Buy or Radio Shack. My situation is a little ridiculous because of mistakes made by Sprint's wonderful customer service people(eh hum). I've been with Sprint for 12 years and been a Premier Customer since it started. I have 2 phones on my line. My number has always been the main number and my wife's was the secondary number. Over the years, basically because of Sprint CS making many mistakes on my account, I ended up getting a bunch of different discounts saving me almost $50 a month. The last mistake that the Sprint's CS made changed, for some reason, which phone number was the main number. For some reason they switched my wife's number to the main number and moved my number to the secondary number. Now before you say I should call and switch it back, which I did try and failed, because if they switched it back, I would lose 2 of my discounts costing me about $30 a month. They said they couldn't put the discounts back on, but could never tell me why, except that the system wouldn't allow it. I did talk to many different account service people who said there hands were tied.

    Here is the good part though (will see if this holds up). I got them to put in a permanent note in my account to state that my phone number was eligible each year for a new phone and my wife's number would be eligible every 2 years. That is all fine and dandy, but will it really work? I already know that I won't get the rebate in the traditional way, because the computer will kick it out. So they would have to give me the EVO for $299 and then credit my account another $100 to make things right. I really don't want to do this forever on my account. Who knows if they will actually do this for me?? Also, will they actually have any EVO's to send me in the first week is a question that won't be answered until this weekend.

    Has anyone else had this type of problem that Sprint has messed up so bad. How can I get my number switched without losing all my discounts. Will I be able to get the EVO? "Sorry if this sounds like a Batman episode: "Will Batman survive, will the Boy Wonder remember who he is?" You get the point.

    Sorry about the novel, but as all you go to the stores to get your EVO, I will wonder what will happen next.

    Thanks for listening.
    WOW! that's exactly the same problem that I encountered/am encountering. I spent an hour on the phone with Sprint yesterday and got transferred a dozen times and finally to the Account "Specialists/Services". They admitted that when you add new lines to your account sometimes it just switches that number to be the primary, which is stupid to say the least. However, after it was all said and done they just told me that I had to upgrading using the other line and that there would be no way of switching the number back since I they have the $20 credit associated with that line and no way of adding it back on if I were to switch my line as the primary.

    They made no effort to say they would note my account that i should be the one getting the yearly upgrades, basically i'm screwed b/c of their mistake. The rep was actually pretty rude and obnoxious.

    I have heard dozens of stories like mine and yours of Sprint screwing up the primary lines. Something has to be done!
    06-03-2010 09:00 AM
  10. dfine1966's Avatar
    Well, I just got off the phone with account services and talk to a rep and supervisor, and with some miracle they were able to change my eligibility to to be able to purchase the EVO at 199. They also fixed it that my number is back as the main number and I didn't lose my discounts either. I will believe it when I see it and I have the EVO in my hands. The only problem is that I won't be able to reserve at Best Buy until it shows in the computer, which she said that it will show late tonight. Because of the note I had written by Account services earlier about my line being eligible, they were finally able to change it today manually. So just call Sprint to have them change it if you should be eligible. Just go right to AS and keep trying till you get someone that will do it. It looks like I will be ordering from Telesales tomorrow.
    06-03-2010 01:35 PM
  11. bballintom22's Avatar
    Well, I just got off the phone with account services and talk to a rep and supervisor, and with some miracle they were able to change my eligibility to to be able to purchase the EVO at 199. They also fixed it that my number is back as the main number and I didn't lose my discounts either. I will believe it when I see it and I have the EVO in my hands. The only problem is that I won't be able to reserve at Best Buy until it shows in the computer, which she said that it will show late tonight. Because of the note I had written by Account services earlier about my line being eligible, they were finally able to change it today manually. So just call Sprint to have them change it if you should be eligible. Just go right to AS and keep trying till you get someone that will do it. It looks like I will be ordering from Telesales tomorrow.
    I would looove to do that but the rep i spoke to yesterday scared me. She said that if I were to change the primary line I would lose the recurring credit bc there would be no way of adding the $20 recurring back on since it is no longer available. I don't know if it is worth the risk of losing 24*$20= $480 over this...any insight or any one else able to do what DFINE did and keep their recurring credit?
    06-03-2010 04:26 PM
  12. Darth Mo's Avatar
    I would looove to do that but the rep i spoke to yesterday scared me. She said that if I were to change the primary line I would lose the recurring credit bc there would be no way of adding the $20 recurring back on since it is no longer available. I don't know if it is worth the risk of losing 24*$20= $480 over this...any insight or any one else able to do what DFINE did and keep their recurring credit?
    You can call and try to get them to elevate you to a customer service rep that knows how to do it.

    I occasionally have issues when trying to change something with the account and you'll get answers from "It can't be done" to "It's not letting me access it.

    I still haven't determined if it's just some reps don't know what they're doing or if there's some sort of hierarchy where certain things are blocked from certain reps.
    06-03-2010 04:45 PM
  13. Cowchip's Avatar
    I missed the pre-order deadline but after talking with my local Radio Shack they assured me they would have some on a first come, first served basis. So, I called today to verify they had received a shipment only to find that since they got zero pre-orders they received no phones for off the street buyers.

    Next call was to BB and they said they did have a few that weren't reserved and essentially told me "good luck". The response was very wishy-washy and I'm guessing the employees are going to snag them before they even hit the shelf tomorrow....probably for "friends".

    With this much hoopla about the first 4G phone and one of the largest roll-outs for Sprint in maybe ever, how can this happen? What a joke.
    06-03-2010 04:46 PM
  14. Kedar's Avatar
    They screwed up mine also, they had my sons line, which was activated last year as the primary. How can an add on line be the primary? Well they switched it back but I lost my Premier upgrade on my line, called and told them that and they wouldn't budge. So now I'm looking at a full priced Evo.
    Umm... keep calling them. If no line on your account gets a premier upgrade, then that's messed up.
    Call them and tell them what you said here. Keep doing it. Sound confident.
    06-03-2010 04:46 PM
  15. dfine1966's Avatar
    I would looove to do that but the rep i spoke to yesterday scared me. She said that if I were to change the primary line I would lose the recurring credit bc there would be no way of adding the $20 recurring back on since it is no longer available. I don't know if it is worth the risk of losing 24*$20= $480 over this...any insight or any one else able to do what DFINE did and keep their recurring credit?
    What the rep did for me is note it in the account and looked up when each of the discounts expires. The small one expires in December 2010, and the other two expire in 2012. She notated in my account about these discounts, and if they somehow get knocked off, they can put it on again. She said 10 and 20 dollar credits are easy for them to put back on. It the 15% discounts are tough. But because it is notated, they will abide by the notes from another Account Service REP. Just find a nice representative in Account services. If you don't like the person you are talking to say thank you and call back and talk to someone else. When you first call you will get a regular Customer representative. Just ask for Account Services, and if they ask you why, just tell them that only an AC will be able to fix the problem. You might have to tell them what the problem is, but they will transfer you. Just get the AS to notate in your account and ask for the Account Services REP name and have them email you the results so if their is any problem you can contact them again to fix the problem.

    Only time will tell if they really fixed my problem, but I do have an email from the representative and will never stop until my account is fixed and neither should you.
    06-03-2010 04:53 PM
  16. dfine1966's Avatar
    Just a quick note. The Account Service Representative called Telesales for me to find out when I could start ordering the EVO. She said they told her at midnight, central time she thinks. She told me they have quite a few available. I doubt I will be up that late, but I have to be up by 6 AM, so I will probably order then. As long as they have updated my account by then, or I could be waiting a lot longer.
    06-03-2010 04:57 PM
  17. lembowski's Avatar
    Are you currently on an Everything plan?
    06-03-2010 05:01 PM
  18. organix's Avatar
    Just use the upgrade on your wives line and activate on your line. Best done at Best Buy or Radio Shack. If you go through Sprint you must leave the phone active on the eligible upgrade line for 30 days in order to get the rebate.
    Do you know if both phones would need to be present to do this? I'm guessing not, but just curious.
    06-03-2010 05:04 PM
  19. organix's Avatar
    I am having the same issue...basically...

    The 3rd line on my account somehow became the primary. I asked them to switch this so I could purchase the Evo and they said they could make my line the primary line, but it would take 3 months to show I am eligible for the full upgrade. There was no mention of what would happen to my employee discount or my recurring credits so I assume those will not be touched. I was still frustrated that I would not be eligible for the upgrade though.

    What has been settled on as of now is for me to purchase the phone and they would credit my account. I had preorded the phone at Best Buy, so this means that I would need to pay 525 upfront (600 - 75). I am not liking this solution too much cause I would rather not deal with it at all. I don't want to pay 525 just to have 325 credited...I rather not risk this mess.

    I think I will call in again as some success stories here have given me hope. I know they can do it, it is just a matter of finding someone who will do it. The best people for this job are always the retentions people, but I don't want to say I'm going to cancel.
    06-03-2010 05:15 PM
  20. dfine1966's Avatar
    I am having the same issue...basically...

    The 3rd line on my account somehow became the primary. I asked them to switch this so I could purchase the Evo and they said they could make my line the primary line, but it would take 3 months to show I am eligible for the full upgrade. There was no mention of what would happen to my employee discount or my recurring credits so I assume those will not be touched. I was still frustrated that I would not be eligible for the upgrade though.

    What has been settled on as of now is for me to purchase the phone and they would credit my account. I had preorded the phone at Best Buy, so this means that I would need to pay 525 upfront (600 - 75). I am not liking this solution too much cause I would rather not deal with it at all. I don't want to pay 525 just to have 325 credited...I rather not risk this mess.

    I think I will call in again as some success stories here have given me hope. I know they can do it, it is just a matter of finding someone who will do it. The best people for this job are always the retentions people, but I don't want to say I'm going to cancel.
    Don't worry about bothering the retention people. They messed up your account without your knowledge. If you wanted to get out of your contract, you could with no early termination fee because they change something without your knowledge. They will do anything to make sure you don't leave, even if you have no intention of leaving. Keep calling until you get a person that will do this for you.
    06-03-2010 06:57 PM
  21. dfine1966's Avatar
    Well, some good news. I just checked my account online, and it now states that I am now eligible for the 150 off. So the Account Service Representatives kept to their words and fixed my problem. Now I have to figure out where to get the EVO since I didn't think they were going to fix my problem, I didn't reserve it anywhere. My wife would kill me if I get up early and try to get the phone like I did last year for the Pre. Plus, I need a screen protector and a case before I could start using. I guess Telesales would be the way to go so I can prepare the Pre and also get the accessories ordered. Any suggestions, besides the water applied screen protectors.
    06-03-2010 07:36 PM
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