Went to store today. No luck there. Just a rude employee who refused to even look at my account. OMG. I am sooo really leaning toward Verizon. I can't get over how nasty this rep was and would not give me regional manager's contact info either. Literally refused. So, I got it anyway of the Internets. Go figure? I will be calling about this rep because even if they cannot fix my phone's issue, they should at least be polite. They are polite at Verizon.
Speaking from experience, Sprint's reps can get pretty down right rude... Then again any CS reps can... Take make a long story short I originally came in with a defective display on my Epic 4g. Three broken out of the box refurbs later in a 2 week period (I'm not kidding) I finally jumped on the phone for a second round with Sprint higher ups. My first go around didn't go good and I went as high as a manager in the retentions & customer service department. She was down right rude, we got into a shouting match on the phone and she basically told me to deal with it or take my business else where...
Anyways after my 3rd refurb replacement went bad after activating it, I finally said enough and got back on the phone and found a lady that was willing to play ball. She was polite, she said we can't offer you a new device for something that is 9 months old but the system automatically after 3 refurbs gives the option of a device exchange to a different model of equal or lesser value. At the time it was the Evo Shift, Nexus S 4G & the Kyocera or a 4th shot at another Epic 4g.
Initial complaint Epic 4g (inoperative display)
#1 Refurb, (2 days later) Epic 4g came with non working WIFI and broken sdcard.
#2 Refurb, (2 days later) Epic 4g was activated and started doing boot loops right there in the store... Couldn't be resolved with factory resets, etc..
#3 Refurb (5 days later due to weekend) came with a broken mic.. Smartphone worked great, could receive phone calls but nobody could here me talk...
#4 Refurb/Device Exchange (3 days later) Nexus S 4G... Worked great and still going 3 plus months later....
Bottom line, Asurion which Sprint and other carriers use for their warranty/replacement service program stated after all this that their devices are heavily tested and go through many steps of testing before being released back out into circulation. They claim I just had bad luck receiving so many problems at the same location, one after another...
Knowing that the Epic 4g was getting old and running out of time for future updates I wanted to get on something different and always wanted a Nexus S 4G so I decided to go that route. It was painless, no charges to me and even though it was a refurbed NS4G I was given because this all happens through TEP/Asurion and not Sprint themselves, I have been very lucky and received a fully functional and well working NS4G.
In the end I did get Sprint to credit me for 2 weeks of interrupted service while I was going from one bad refurb to another. I did learn a lesson in CS and cellular companies, it doesn't matter who or what company your working with bottom line they don't care... Really.. With millions of customers what is one here or one there and with all their catch 22's they have to cover their butts with early terminations they know no matter what they get their money out of you regardless of how the situation is resolved.
I wish you the best of luck if you go to Verizon or some other carrier but eventually one day you may face the same situation with CS. The amount of devices that are mass produced and the amount that make it through inspection and still "fail" to perform as expected happens on all makes and models and carriers... Its just the nature of the beast...
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