I've been having issues in the last month and ongoing. I'm starting with email to dan@sprint.com after a runaround from 9/28 (personal info changed or deleted)
"I was advised to write to you from a customer service or technical support supervisor over the weekend. We have been having many issues with our phones for the last year we have had service and are looking for options. Both numbers had a Palm Pre and we've had issues from the start. Now we have loved the Pre and the features and WebOS but are tired of hardware failures. On the ###5 (mine) number it has been taken in to be looked at repaired or replaced at least 6 times if not more. The latest issue was this past week. When the previous exchange a few months ago we were given a refurbished phone that the keypad did not fully light up. Now this was not noticed until that night or the next day and with school and work schedules we just let it be for the time being. We finally took it to the Sprint repair center in Sunset Hills, MO on Wednesday 9/22/2010 in the evening. I was there over an hour and the phone was replaced with a refurbished phone which is normal. I found out later that night that the phone was defective where the incoming calls were all static. I returned to the store on Thursday evening 9/23/2010 and was told obviously it was defective and was replaced again with another refurbished Palm Pre. With the issues from the night before I wanted to make sure it was working properly and the system was down and the phone did not provision immediately so while I was waiting I asked because I am sick of dealing with the issues with this phone what my options would be and the lady said if something was wrong this time they would replace with something else. I inquired with what and was told either the Moment or another phone that I can't remember. Well the Pre finally activated at about 10 minutes before close and found that the top area of the touch screen did not work. I informed the rep and she took it back and came back with ok do you want another Pre or the Moment and was rushed and tired of dealing with the issues and took the Moment. I was given just the refurbished phone. I was not provided with the standard items that come with the phone like the home charger, headset or SD card since the Pre has internal memory and did not use one I was left with no storage space. Well I set everything up on the Moment and found that the Facebook sync was not working and I used an old SD card I had and transferred my files and pictures from my Pre that I had backed up at home and the phone keeps deleting my pictures. I returned to the store on Friday 9/24/2010 and was told there was nothing they could do about the pictures. At this point even pictures I took with the Moment were disappearing and they reflahed the phone and got the Facebook sync temporarily working.
Saturday morning 9/25/2010 the other Palm Pre ###2 froze up in headset mode. I tried everything to fix it and used WebOS doctor to completely wipe the phone and still did not work. In the mean time the Moment on ###5 was still not handling pictures properly and a system update occured and the Facebook sync was no longer working. I flashed the phone using the updater on sprint.com/downloads 3 times and got it working again but not the pictures. Because of the ###2 Palm Pre not working we returned to the store for the 4th time in 4 days and gave them both phones. While the phones were being looked at we asked for a manager because we were very dissatisfied and the man we spoke to said he was the manager his nametag said Lead Sales Consultant and I expressed the concern of the Moment not being able to do the same things of the Pre and applications that worked on the Pre were not available on the Moment even though they were available on other Android phones. I asked if there were any other options for a different phone and was told no. Asking about the Palm Pre and being dissatisfied as this phone has been in at least 4 prior times if not more and was told that the phone would need to be replaced 3 times in a 6 month period for that to be an option. He stated that it had only been once. I asked about the 6 months prior and it had been done 3 times in those 6 months and I was told that didn't matter since that policy started in November. Now I know from others that they have had the same issues with the Pre and after multiple exchanges were exchanged for a new phone without a time limit and I asked about that and was told that I was wrong and he has worked there for six years and never have done that. So now we were not getting any helpfulness from the store at all and was basically called a liar. We left and returned an hour later and the Moment was still being worked and the Pre had the headset jack and speaker replaced on it. I took the Pre outside to (wife) to log her Palm profile in and went back inside briefly. I went back outside and (Wife) informed me that the Pre now does not slide properly and makes a clicking sound about halfway when sliding open. The slide was smooth before taking it in the store. I took the Pre back in the store and asked about it and was told that is how all Pre's slide and was shown the store display which slide perfectly. They took it apart and tightened it but is still does not slide properly and makes a noise when sliding. None of the 9+ Pre's we have had now ever operated like that and we were told that's how it works and noting else they could do. The Moment was returned to me and was told my working memory card was bad and they gave me an 8GB SD card to replace. I still have the same issues with the Moment and (wife) has her bad Pre. (Wife) called customer service and spoke to a supervisor and was told that this definitely should not have happened but stated that we would need to go through a store because they could not do anything over the phone. We were suggested to go to a different store that is further away and to write you (dan@sprint.com). We plan to go to the store in Richmond Heights MO this evening. All of the customer service representatives we have spoken to have been very nice and wanting to help but could not do anything for us. We are looking for options. Any help in this would be appreciated. ...."
Richmond Heights was able to put the Pre back together properly.
Since then I've had intermittent data issues with the Moment and apparently it's a common issue that has no real fix. I emailed Exec Services again asking if my upgrade eligibility (2nd line over a year Premier but not 22 months) I was told it is a system limitation and not possible. He called a third party repair center and arranged me to take the phone there and see what options for another device. I went to that store Saturday and was offered a Hero (slower processor, no camera flash or keyboard) and while I was looking at the Hero the manager mentioned to the repair rep the Intercept which he replied another Moment would be better than the Intercept. I looked at the Intercept also slower processor and no camera flash (which I use often) and they ordered a replacement Moment. I left a voicemail for exec service and have not received a call back yet. I sent the following email last night:
"I left you a message on Saturday after I left the repair center. II went into the location you recommended on Saturday and was able to show the data lock up problem I had previously wrote about. They agreed to replace the phone but initially said they could only offer the HTC Hero. I looked at the Hero and it has a smaller processor, no keyboard and no flash for the camera which is something I use a lot. While I was looking at the Hero they were talking to each other about the Samsung Intercept and I heard one of the representative say another Moment would be better than the Intercept. I looked at the Intercept and it also does not have a camera flash. I was offered both or another Moment and they ordered another Moment. They had to order it and I can pick it up tonight after repair hours. I also went to the location on Olive in Creve Coeur (St Louis) and they told me there is nothing they can do but give another Samsung Moment but since it is a defect that can not be fixed at this time the same thing will likely occur. I will pick up the replacement Moment and see what happens. What is the next step if the replacement does not work properly? I have now made about 10 trips in the last month spending an average of 1-2 hours each time to not have completely working equipment. The account is a Premier account and this is costing a lot of my time and gas to go to these stores and the ability to work extra hours as I occasionally do in the evenings."
I picked up the replacement last night and immediately had the data lock up I took it back to the corp store in Sunset Hills and they did a hard reset and told me it works fine. I left and decided to redownload my applications and found can not download anything from the market. Went back to store and they did hard reset and said it was my google account not the phone. They created a new google account and still immediate fail I logged in my google account on another phone and it worked perfect. Was told to wait a few hours and try again and email rep if still not working. It still doesn't work. Was looking up info on google maps last night and the data froze up the phone so bad it went to no service 20 minutes until I had to pull the battery. I have been to repair centers 10 times in the last month costing me time and money and still have no resolution.
What do I need to do other than cancel service or file a suit in small claims court (which I've read others have done with this issue)?
"I was advised to write to you from a customer service or technical support supervisor over the weekend. We have been having many issues with our phones for the last year we have had service and are looking for options. Both numbers had a Palm Pre and we've had issues from the start. Now we have loved the Pre and the features and WebOS but are tired of hardware failures. On the ###5 (mine) number it has been taken in to be looked at repaired or replaced at least 6 times if not more. The latest issue was this past week. When the previous exchange a few months ago we were given a refurbished phone that the keypad did not fully light up. Now this was not noticed until that night or the next day and with school and work schedules we just let it be for the time being. We finally took it to the Sprint repair center in Sunset Hills, MO on Wednesday 9/22/2010 in the evening. I was there over an hour and the phone was replaced with a refurbished phone which is normal. I found out later that night that the phone was defective where the incoming calls were all static. I returned to the store on Thursday evening 9/23/2010 and was told obviously it was defective and was replaced again with another refurbished Palm Pre. With the issues from the night before I wanted to make sure it was working properly and the system was down and the phone did not provision immediately so while I was waiting I asked because I am sick of dealing with the issues with this phone what my options would be and the lady said if something was wrong this time they would replace with something else. I inquired with what and was told either the Moment or another phone that I can't remember. Well the Pre finally activated at about 10 minutes before close and found that the top area of the touch screen did not work. I informed the rep and she took it back and came back with ok do you want another Pre or the Moment and was rushed and tired of dealing with the issues and took the Moment. I was given just the refurbished phone. I was not provided with the standard items that come with the phone like the home charger, headset or SD card since the Pre has internal memory and did not use one I was left with no storage space. Well I set everything up on the Moment and found that the Facebook sync was not working and I used an old SD card I had and transferred my files and pictures from my Pre that I had backed up at home and the phone keeps deleting my pictures. I returned to the store on Friday 9/24/2010 and was told there was nothing they could do about the pictures. At this point even pictures I took with the Moment were disappearing and they reflahed the phone and got the Facebook sync temporarily working.
Saturday morning 9/25/2010 the other Palm Pre ###2 froze up in headset mode. I tried everything to fix it and used WebOS doctor to completely wipe the phone and still did not work. In the mean time the Moment on ###5 was still not handling pictures properly and a system update occured and the Facebook sync was no longer working. I flashed the phone using the updater on sprint.com/downloads 3 times and got it working again but not the pictures. Because of the ###2 Palm Pre not working we returned to the store for the 4th time in 4 days and gave them both phones. While the phones were being looked at we asked for a manager because we were very dissatisfied and the man we spoke to said he was the manager his nametag said Lead Sales Consultant and I expressed the concern of the Moment not being able to do the same things of the Pre and applications that worked on the Pre were not available on the Moment even though they were available on other Android phones. I asked if there were any other options for a different phone and was told no. Asking about the Palm Pre and being dissatisfied as this phone has been in at least 4 prior times if not more and was told that the phone would need to be replaced 3 times in a 6 month period for that to be an option. He stated that it had only been once. I asked about the 6 months prior and it had been done 3 times in those 6 months and I was told that didn't matter since that policy started in November. Now I know from others that they have had the same issues with the Pre and after multiple exchanges were exchanged for a new phone without a time limit and I asked about that and was told that I was wrong and he has worked there for six years and never have done that. So now we were not getting any helpfulness from the store at all and was basically called a liar. We left and returned an hour later and the Moment was still being worked and the Pre had the headset jack and speaker replaced on it. I took the Pre outside to (wife) to log her Palm profile in and went back inside briefly. I went back outside and (Wife) informed me that the Pre now does not slide properly and makes a clicking sound about halfway when sliding open. The slide was smooth before taking it in the store. I took the Pre back in the store and asked about it and was told that is how all Pre's slide and was shown the store display which slide perfectly. They took it apart and tightened it but is still does not slide properly and makes a noise when sliding. None of the 9+ Pre's we have had now ever operated like that and we were told that's how it works and noting else they could do. The Moment was returned to me and was told my working memory card was bad and they gave me an 8GB SD card to replace. I still have the same issues with the Moment and (wife) has her bad Pre. (Wife) called customer service and spoke to a supervisor and was told that this definitely should not have happened but stated that we would need to go through a store because they could not do anything over the phone. We were suggested to go to a different store that is further away and to write you (dan@sprint.com). We plan to go to the store in Richmond Heights MO this evening. All of the customer service representatives we have spoken to have been very nice and wanting to help but could not do anything for us. We are looking for options. Any help in this would be appreciated. ...."
Richmond Heights was able to put the Pre back together properly.
Since then I've had intermittent data issues with the Moment and apparently it's a common issue that has no real fix. I emailed Exec Services again asking if my upgrade eligibility (2nd line over a year Premier but not 22 months) I was told it is a system limitation and not possible. He called a third party repair center and arranged me to take the phone there and see what options for another device. I went to that store Saturday and was offered a Hero (slower processor, no camera flash or keyboard) and while I was looking at the Hero the manager mentioned to the repair rep the Intercept which he replied another Moment would be better than the Intercept. I looked at the Intercept also slower processor and no camera flash (which I use often) and they ordered a replacement Moment. I left a voicemail for exec service and have not received a call back yet. I sent the following email last night:
"I left you a message on Saturday after I left the repair center. II went into the location you recommended on Saturday and was able to show the data lock up problem I had previously wrote about. They agreed to replace the phone but initially said they could only offer the HTC Hero. I looked at the Hero and it has a smaller processor, no keyboard and no flash for the camera which is something I use a lot. While I was looking at the Hero they were talking to each other about the Samsung Intercept and I heard one of the representative say another Moment would be better than the Intercept. I looked at the Intercept and it also does not have a camera flash. I was offered both or another Moment and they ordered another Moment. They had to order it and I can pick it up tonight after repair hours. I also went to the location on Olive in Creve Coeur (St Louis) and they told me there is nothing they can do but give another Samsung Moment but since it is a defect that can not be fixed at this time the same thing will likely occur. I will pick up the replacement Moment and see what happens. What is the next step if the replacement does not work properly? I have now made about 10 trips in the last month spending an average of 1-2 hours each time to not have completely working equipment. The account is a Premier account and this is costing a lot of my time and gas to go to these stores and the ability to work extra hours as I occasionally do in the evenings."
I picked up the replacement last night and immediately had the data lock up I took it back to the corp store in Sunset Hills and they did a hard reset and told me it works fine. I left and decided to redownload my applications and found can not download anything from the market. Went back to store and they did hard reset and said it was my google account not the phone. They created a new google account and still immediate fail I logged in my google account on another phone and it worked perfect. Was told to wait a few hours and try again and email rep if still not working. It still doesn't work. Was looking up info on google maps last night and the data froze up the phone so bad it went to no service 20 minutes until I had to pull the battery. I have been to repair centers 10 times in the last month costing me time and money and still have no resolution.
What do I need to do other than cancel service or file a suit in small claims court (which I've read others have done with this issue)?
Facebook
Twitter
Instagram