Database Users

Sign Rogers HTC Dream/Magic Waiver To Avoid 911 ROM Update

A few weeks ago Rogers announced a software glitch in the HTC Dream and Magic that prevented users from making 911 calls. To remedy the situation, Rogers pushed out a ROM update.
To make sure that every HTC Dream/Magic owner updated their device, Rogers disabled data access to those phones but also applied a credit to those accounts. However that did not stop many users from not applying the update.
Then, to make matters worse, many users were reporting that Rogers actually cut off their voice service! Any outgoing calls were directed to Rogers customer care and HTC Dream/Magic users were basically forced to update.
Well, considering all of the fuss that Rogers has been receiving over the last few weeks, the company has now released a waiver form for HTC Dream/Magic users that want their account re-enabled, untouched, and want to stop being pestered by Rogers.
The waiver basically says that Rogers is not liable for you not being able to make 911 calls because you did not want to apply the update.
See below for the information on the form:
An issue has been identified on HTC Dream and Magic devices that may prevent 9-1-1 calls from completing in certain situations. Rogers has disabled internet access on these devices as a short-term fix to help ensure that all 9-1-1 calls are completed. Rogers has reached out directly to Dream and Magic customers through multiple text messages and voicemail messages, urging them to install an update that repairs this known issue. Internet service has already been restored for thousands of customers who have completed the update.
While our strong recommendation is that customers complete the recommended software update, some customers are requesting that we re-enable their internet access, even if they don’t update to our recommended software solution.
If you agree to the following provisions, please enter your device information and check “I agree” below. Rogers will re-enable your internet access within 24 hours even if you don’t update your software. By checking “I agree” below, you acknowledge and agree that:
1.) Rogers has informed me of the software issue on my HTC device that may prevent 9-1-1 calls from completing in certain situations.
2.) Rogers has made a software update available to me to remedy this issue and has made several attempts to contact me urging me to install this update for my own safety.
3.) I refuse to install this software update that Rogers strongly recommends for my own safety and understand that I may not be able to complete 9-1-1 calls from my HTC device.
4.) Rogers will not be liable to me or any third party for any personal injury or damages resulting from or relating to the inability of my HTC device.
Users are then prompted to enter the following information:
* Serial Number (15 digit number under the battery)
* Wireless Number
* Email Address
Then check off the “Agree” box and click “Submit”.
So if you want your account re-enabled, want to avoid the update, and continue as you were, check this waiver out and let us know your success.
Rogers HTC Dream & Magic Waiver Form Link
https://your.rogers.com/web_auth/HT...ts-_-Consumer_Wireless_Eng-_-Form-_-HTCwaiver
Link to article posted above:
http://www.androidincanada.ca/news/sign-rogers-htc-dreammagic-waiver-to-avoid-911-rom-update/

Why the hell do all the Canadian carriers have to suck so bad. Honestly..

Macmee said:
Why the hell do all the Canadian carriers have to suck so bad. Honestly..
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At least Rogers are doing something, I mean if you own a Dream you get the following out of the deal:
Free Magic + $0 Admin Fee + $50 Credit Rebate + Month of Free Data Credit
Not so bad, but then again this shouldn't have happened in the first place.

SilentTweak said:
At least Rogers are doing something, I mean if you own a Dream you get the following out of the deal:
Free Magic + $0 Admin Fee + $50 Credit Rebate + Month of Free Data Credit
Not so bad, but then again this shouldn't have happened in the first place.
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ONLY ! and ONLY if you buy the dream on a contract before dec 31 2009
us who spent the money outright for the phones at anypoint are void from this deal which sucks for us.
and rogers isnt doing anything, they are sticking you with a 3 year plan with a 1.5 year old phone to replace your 1.5 year phone.

You could just update the radio:
wiki. cyanogenmod .com/index.php/Upgrade_Rogers_Dream_Radio
I just finished the update, and I'll comment back if I get my data again. This should fix the problem

Njord0 said:
You could just update the radio:
wiki. cyanogenmod .com/index.php/Upgrade_Rogers_Dream_Radio
I just finished the update, and I'll comment back if I get my data again. This should fix the problem
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there have been reports on the other thread of people who updated radio still losing data/outgoingcalls they are looking for radio/build when scanning i believe*dont take my word for it just going on what ive read*

I have updated the radio, following Cyanogen's instructions over 48 hours ago. I've also signed the waiver, about 36 hours ago. Of course, no data. I have rebooted (pulled the battery) many times. I phoned them yesterday afternoon and the tech I got transfered to, who was willing to help, said something like like: hmm.. Are you sure you updated with the update found at [rogers.com/bla/bla] ? it sounded like he could see that I hadn't. At that point I said that I had to hang-up, which was true, as I was driving. In any case, I don't remember reading any post about someone's data coming back on it's own... Guess I'll have to call again.

marcobrunello said:
I have updated the radio, following Cyanogen's instructions over 48 hours ago. I've also signed the waiver, about 36 hours ago. Of course, no data. I have rebooted (pulled the battery) many times. I phoned them yesterday afternoon and the tech I got transfered to, who was willing to help, said something like like: hmm.. Are you sure you updated with the update found at [rogers.com/bla/bla] ? it sounded like he could see that I hadn't. At that point I said that I had to hang-up, which was true, as I was driving. In any case, I don't remember reading any post about someone's data coming back on it's own... Guess I'll have to call again.
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Here's another issue with Rogers. Remember when outgoing calls were being redirected? If you call in and told them you haven't done the update, they would re-enable your voice, but then put a manual block on your data. You have to call in and tell them to re-enable it manually. I had this problem. Updated radio, but no data for 2 whole days. I couldn't tweet that I couldn't tweet

Ha! Thanks you for pointing that out. I just called, it took about ten minutes. I got transfered to a different person who asked me to go to settings:about phone and read her some numbers. I had to lie a bit about the numbers I quoted them ( firmware version and build number ); I read out the numbers from the Rogers pdf. I should post more instead of just reading, it gets things done...

Since my last post when I updated the radio my data has been reenabled. I didn't do anything (like phone them) to get my data back other then restarting my phone and waiting till the morning.

Signed the waiver
Thanks,
I signed the waiver and got the data back.
Rogers should have done that long time ago to save everyone all the headache.

EkostonS said:
ONLY ! and ONLY if you buy the dream on a contract before dec 31 2009
us who spent the money outright for the phones at anypoint are void from this deal which sucks for us.
and rogers isnt doing anything, they are sticking you with a 3 year plan with a 1.5 year old phone to replace your 1.5 year phone.
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they dont even offer the deal anymore

DangerXDan said:
they dont even offer the deal anymore
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Today is the last day. If you did buy your phone outright from Rogers, you can tell them their update bricked your phone, and then they'll swap it for a Magic if you want. But then you won't have a rooted phone anymore.

I signed the waiver Sat and got data Sun am. Glad I didnt update!!

Anybody else have trouble getting the stupid form to accept your IMEI ?

Wulfbane said:
Anybody else have trouble getting the stupid form to accept your IMEI ?
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Same here.
I'm wondering if calling customer service would help me sign the waiver.

Hmm, I am trying to sign the waiver, however the form is saying that my IMEI number is not valid. Did someone have the same issue?
Do you guys know how to make the IMEI # valid? Stupid questions, but may there is a trick that I should know.

I'm surprized so many would sign a waiver over updating the radio. I wonder if signing the waiver voids the warranty of the phone. They must know if you're willing to sign this you're doing something to your phone.

agree this ...
Macmee said:
Why the hell do all the Canadian carriers have to suck so bad. Honestly..
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because they are still doing business in a lazy and greedy way!

Unauthorized device please swap for AT&T Streak

So, I swore I was just going to stick with the leaked 2.1 until the official 2.2 came down. Of course last night I hit the update and got the flashy lights, then flashed again and it works fine. I have a US-21 device and as soon as it came up I got a warning that said " You are attempting to use an unauthorized device, please swap out to an AT&T Streak." I guess it was just an O2 thing, because everything is still working. It freaked me the hell out though. I haven't seen anyone else post about it though either.

jnovello said:
So, I swore I was just going to stick with the leaked 2.1 until the official 2.2 came down. Of course last night I hit the update and got the flashy lights, then flashed again and it works fine. I have a US-21 device and as soon as it came up I got a warning that said " You are attempting to use an unauthorized device, please swap out to an AT&T Streak." I guess it was just an O2 thing, because everything is still working. It freaked me the hell out though. I haven't seen anyone else post about it though either.
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So u updated to the official 02 Rom and it said that message. So u said u flashed it again and it worked fine.... so u just installed the same update twice...... could u explain a little please

First I used the OTA and got the flashy lights. Then I flashed the same build via sd update package. That's when I got the warning message, but I didn't do anything after that. I went to the about phone screen and it still shows my network as being AT&T and I can send text and get calls.

Are you sure you have a production US-21 phone, or do you have a beta streak that was flashed to 21? If it's the latter, that is the sound of AT&T bending you over and giving it to you dry.
You'll wake up in 2-3 days with no cell reception, no service, and all calls out will be routd to 611. You can flash 2.1, 1.6, baseband 00, 21, 31, whatever.... but you will still be locked out of at&t as this is due to an IMEI ban.
They have a list of all the beta streak IMEIs. Even though they are unlocked, fcc approved GSM devices, they are using the fact that dell said "you can only use this device until the end of the testing period" to force you to purchase another one through them before you can use your at&t service again.
I've been fighting at&t but I can't do it alone. I filed FCC complaints, spent hours on the phone playing customer service tech roulette, went into an at&t store, etc. I gave up and moved to tmobile, and it is a HUGE difference - tmobile is acually quite generous and isn't looking to screw you out of every cent. I'm paying about $18/mo less on tmobile for unlimited data, unlimited text (upgrdae as at&t had limited texts), so I'm pretty happy - aside from the fact that 3g doesn't work on my tmobile streak. I also bought a galaxy s through tmobile to spite at&t.

No I'm sure this is a US-21 device. It's been a few days since that message and everything is still running fine. I just read another ATT user who has a beta streak that stopped working, but got them to hook it back up.

jnovello said:
No I'm sure this is a US-21 device. It's been a few days since that message and everything is still running fine. I just read another ATT user who has a beta streak that stopped working, but got them to hook it back up.
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may I know how do u check that yours is not a beta version but is a real US-21 device? i'm planning to buy one streak soon and I hope to avoid getting beta version..

irenic said:
may I know how do u check that yours is not a beta version but is a real US-21 device? i'm planning to buy one streak soon and I hope to avoid getting beta version..
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I'm pretty sure, because the guy I bought it from was selling it because he did not understand how to use it or Android for that matter. I doubt that he would have been flashing anything.

If your last name.....

.....is Nelson or you have phone insurance, you might want to read this post.
(Let me preface this by saying I'm a Sprint Premier customer the hard way, 10+ years of service.)
I had to have my phone replaced through the ins. plan via Sprint through Asurion. Their website *specifically* says that if you submit your claim before 11pm, you'd have your phone the next day. Cool, I paid my $100 ded. and submitted it @ 948pm CST. Thurs. rolls around, and still no phone, no email about a tracking number, nothing. So I called and was advised the phone was shipped, and that if I checked back a little later, I'd have a tracking number in my email. True to the reps word, that happened. The phone arrived this morning around 930. It was a BRAND NEW PHONE (2.2) b/c there aren't any refurb'ed EVOs. Heck yeah! So I called and had it activated, and the guy kept calling me by the wrong last name. I didn't think anything of it, I had a BRAND NEW EVO. I made a test call, it went through, and I was on my way.
Fast forward to around 400 this afternoon. My boy told me he called and the phone went straight to voice mail, so he left me a message. Eh? No message notification, no nothing. I called it from my work phone....same thing. I tried to access v/m, and I was unable to, as it kept trying set up v/m, repeatedly. I start flipping through the phone settings trying to figure out what was up. And then I came to the "phone info" screen....and the phone number listed wasn't my phone number, and the "@sprintpcs.com" address wasn't mine either! The last name, Nelson, was the same one the rep kept calling me earlier.
Now, the gist of this is that I can call out on this account (his number appears on the caller id), and I can text out, but I can't receive incoming calls or texts. So I can call anyone, anywhere. On someone else's account.
I called up Sprint to let them know they activated this phone on the wrong account. The rep I spoke to, Kim, couldn't understand what was going on. It took me a good 5 mins before she finally caught on. She forwarded me to tech support to talk to another lady named Kim. She wanted me to do a factory reset, which I did, and reboot, which I did. Checked the info, it was the same. She was stumped, said it was up to Asurion to rectify, so she had a conference call with them. The rep said that they would have to send me another phone. I asked if it would arrive the next day, and he said it wouldn't arrive until *Monday*. Uh, no, that isn't reasonable. I asked to speak to a supervisor, so he transferred me. She said the same thing. I was furious. I asked her how this happened. Get this: the lady told me that it was because HTC ran out of serial numbers and this serial number is the same as Mr. Nelson's EVO, which is active. W.T.H. Do you *seriously* expect me to believe that garbage? Yup, she sure did. Well, I surmised, they're going to re-serial this phone and use it, so my thought process is that I can have them use the serial and ESN from my old phone and transfer it to my *new* phone. She said that I would have to call Sprint to ask that. I'm glad I got transferred to the phone survey after the call, b/c I let them know under *no* uncertain terms how upset I was.
I called Sprint again. The rep listened as I started by the beginning, explaining the whole "port my old serial/ESN to the new phone" so I didn't have to use some stranger's account and I could get phone calls this weekend. She transferred me to her supervisor, Clark. Clark listened intently, and rotated between asking me questions and putting me on hold. He finally came back and said, "So, you want me to turn off your phone number." *sigh*. I again explained that, HELLO, I AM RUNNING UP SOMEONE ELSE'S ACCOUNT. So then I got transferred to a MANAGER (guy sounded like he was on the NE coast). So I went through my situation AGAIN. He said, "Can you call me on a demo number so I can see what number shows?" As I had already done this with my g/f, I told him, it's the other guys phone number. He said okay, that he would notate his account so that they would STOP HIS STATEMENT FROM COMING TO HIM so they could sanitize it of my calls.
So, the long and the short of it is:
1) I won't have a fully working phone until Monday
2) No one did a [email protected] thing to help me get a phone before the weekend
3) I have an outbound-only clone of some strange guy's phone, and can make calls and send texts from this phone and no one cares enough about it to stop me or to notify this man.
4) Oh, and one of the myriad of people I spoke to told me that I couldn't go into the store and pick up another phone. I guess no one thought about letting me pick up a phone there and sending my "on the way" phone to the store to replace the one I picked up.
So, if your last name is Nelson and you have an 815 area code EVO, chances are I'm making calls on your account. I'm trying not to use it, but I'm kinda stuck. Sorry.
Yay.

Wow man, quite a story. Lol.
Sent from my HERO200 using XDA App

lol thats crazy.
I seriously doubt HTC ran out of serials.

Well damn.....
Sent from my HTC Evo

Sprint's customer service sucks... No credit, no nothing? Damn... They have great prices, but tmo trumps all the carriers with their customer service imho. SMH...

looneylu said:
Sprint's customer service sucks... No credit, no nothing? Damn... They have great prices, but tmo trumps all the carriers with their customer service imho. SMH...
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Agreed! I plan on going back to T-mo after my 2 year EVO contract is up.

U should make some international calls, load up the account and have sprint to suck it up.
Sent from my PC36100 using XDA App

Hahah. What fing idiots. I love how no one cares anymore - at the least they should have come up with a semi-believable story for you, and made sure the guy's account that you're on isn't totally screwed over.
Spring has great prices, but you pay for it when it comes to 3g service, dropped calls, and CS!

815 is northern mchenry county illinois, thats out by me, poor fellow. guess thats asurion for you though.
you could always try to *cough*cdmaworkshopit*cough*

Sprint reps are idiots. I get annoyed having to call in because I know I'll bee in for it.
Sent while sitting on the toilet.

haha, I love sprint. *rolls eyes*. I have been with them for roughly 6 years now, so I know all about that "Customer Service".

Are these people randomly plucked from the streets? Hey ill go be a cs! If I feel like being an idiot one day, ill get away with it. Lol
Sent from my Evo

Is not sprints fault the samething happen to me. This is because you idiots trying to root their phones and they brake something and returned it ti sprint. I got a phone from craigslist I called sprint to swap my phone everything goes fine and than she tells that I have to get a new line for that phone because a have already five lines. After an hour on the phone no matter what we did we were unable thw guys profile. I called the giy since I had his information and ask him if did root the phone and he said yes but didnt work. Just look at the forums how many habe broken wimax or bricked phones and they blame the guys who made that metod to root..

latoso said:
Is not sprints fault the samething happen to me. This is because you idiots trying to root their phones and they brake something and returned it ti sprint. I got a phone from craigslist I called sprint to swap my phone everything goes fine and than she tells that I have to get a new line for that phone because a have already five lines. After an hour on the phone no matter what we did we were unable thw guys profile. I called the giy since I had his information and ask him if did root the phone and he said yes but didnt work. Just look at the forums how many habe broken wimax or bricked phones and they blame the guys who made that metod to root..
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lol Of course you wouldn't expect Sprint to give out working phones, what a ridiculous idea. It's all the fault of people who root their phones.

HEY!!!!!!!!!! I'm Mr Nelson!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Just KIDDING!!!!!!!!!!!
Wow sounds just like something that would happen to me.

latoso said:
Is not sprints fault the samething happen to me. This is because you idiots trying to root their phones and they brake something and returned it ti sprint. I got a phone from craigslist I called sprint to swap my phone everything goes fine and than she tells that I have to get a new line for that phone because a have already five lines. After an hour on the phone no matter what we did we were unable thw guys profile. I called the giy since I had his information and ask him if did root the phone and he said yes but didnt work. Just look at the forums how many habe broken wimax or bricked phones and they blame the guys who made that metod to root..
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Fool. I had to call in my phone b/c it was lost/stolen, not b/c it was rooted.
And it has nothing to do with the new phone being rooted. As I stated in my first post, IT IS A BRAND NEW PHONE.
BTW, Mozilla has a built in spell-checker.

campchi said:
U should make some international calls, load up the account and have sprint to suck it up.
Sent from my PC36100 using XDA App
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This
Sent from my PC36100 using XDA App

Dude....that's poopy. Thankfully, I've never had this issue and for me Sprint is always nice and resolves my issues quickly. Sounds like you got dealt a bad hand that day bro.

im not saying you rooted the phone for someone else info to be in the phone has to be activated. Just look at my brothwr in law got his phone on thursday tryed to rooted didnt work he got another one today and the phone he return is new where you think that phone is goin to. Asurion.

Rooting does not break a phone. And I would have asked for the manager's boss. It was their fault. They should have arranged a store pick up or overnight you one. A dishonest person could run up a huge phone bill for that guy to pay. I am sorry this happened. Hopefully everything is worked out.
Sent from my iPhone with the bigger Gee Bees.

Sent this to rogers about the waiver

This is unbelievable
I've been a Rogers Customer for over 8years. My average bill is about $100 a month, for 8 years. Yet loyalty means nothing with this company. I consider 8 years to be along time. (especially with the current market for cellphones)
MY STORY
I was "duped" into upgrading my phone recently to a HTC Magic, before i went ahead and agreed to the Magic, I researched the phone on the internet, the specs where great, the Android software too. I was assured by the guy on the phone (ROGERS EMPLOYEE) that this phone would recieve all the OS updates in a timely fashion. WRONG.
I proceeded to install my own OS on the phone, as its MY PHONE. However in doing so I had my Data cut off. Which I'm paying for, $30.00 a month.
Of coarse the Online Waiver didn't work, so I called Rogers on Monday 8th Nov 2010, at 8.00pm, after the usual 40min hold time, I explained to the tech what happened, he told me he would enter my IMEI and i'd have Data once i pull the battery from the phone, and restart it. LIE.
Tuesday morning, Today, still no Data, called Rogers before going to work. I need the DATA for my work, emails and whatever. I was told by a tech 3-5 business days.
So if Rogers can just cut me off. Everyone this happens to should recieve a credit for the days they have not got DATA!! I still haven't signed any waiver, yet Ive been cut off!!??
ALSO IF ROGERS HAVE CUT OFF MY DATA AND CANT PUT IT BACK ON FOR 3-5 BUSINESS DAYS (SUPPOSEABLY) THEN WHAT IF I MISS AN IMPORTANT EMAIL, AND LOSE A CONTRACT BECAUSE OF IT, REMEMBER I STILL HAVEN'T SIGNED ANY WAIVER, YOU HAVE JUST CUT ME OFF!! WHO'S THEN RESPONSEABLE??
It shouldn't be that hard, I can tell you my IMEI over the phone, why cant the Tech handle this, makes no sense??
IM DISGUSTED. NOT MY FAULT YOU GUYS CANT KEEP UP WITH THE REST OF THE WORLD WHEN IT COMES TO ANDROID.
ITS MY PHONE!!! I CAN DO WHAT I LIKE!! I CAN STILL MAKE 911 CALLS. I HAVE ANDROID 2.2. THE PROBLEM WAS WITH 1.5.
SO WHY AM I BEING PUNISHED?? 8 YEAR CUSTOMER?

Just had an email back from rogerserin. Ive been banned from the rogers forum.
Oh well.
Great way to treat long term customers

Maybe you have to put your apn ?
google rogers apn
click the first one
should be the website called thekidd

Hmm..Sounds like my case. I pay 110 dollars a month, for T-mobile. Their customer suppose wont even help me activate my phone. I pay for data, but I cant ACTIVATE it with data. Which PISSES me off, Because I dont even use it alot. Ive been a customer for about 5 years. Atleast they should have gave me a new sim card in the mail, so I have some"hope" inside of me. Now I need to find a way to somehow "Bypass" the gmail activation. (none of my friends have T-mobile)

Another reason to avoid Sprint

So, I've been with Sprint for a while. In the past, they have given me decent customer support, and better service than my husband gets on T-Mobile.So I decided to stick with them instead of going to a discount carrier (like Net10) or T-mobile. And I wanted a one-handed phone. I had planned to get the Galaxy IV mini when it came to Sprint, but when I went to purchase it, I asked whether I could use a different SIM when I travel abroad. The salesperson looked it up, and said "no". Thus, I ended up with a Moto X.
I got it SIM unlocked. Then I had all sorts of flaky problems with it, and ended up having it replaced under warrantee. Sprint wouldn't help me with that, because they wouldn't touch Moto-Maker phones, so I had to deal with Motorola directly. (And not the convenient Sprint shop around the corner from my office. - another reason I have liked Sprint obsolete, no more convenient service.)
So I tried to get the new phone unlocked. PROBLEM! Sprint will only unlock one phone per year per customer. They think they can amke an exception since this is a warrantee replacement.
Never heard back from them.
Called again today to check on the progress. Oops! My request was denied. They have no record of having replaced the phone. Because they freaking refused to... If I FAX them PROOF that Motorola replaced it under warrantee, maybe they will reconsider. And hey, maybe they will even tell me the result of that reconsideration. Or not. I guess I will find out. No, I can't forward the email I got from Motorola. No, they can't send me an email documenting what they want me to do. Apparently, Sprint hasn't entered the email age, and only deals withy phone calls and faxes. Who the #### uses faxes these days?
Wish me luck.
Next phone won't be with Sprint. Sigh. I wish I could pay for decent customer serive without paying for frequent upgrades and stuff. I wish we had a market like in Europe where you buy a phone, and you buy service, and the two aren't intertwined.

Puzzlegal said:
Next phone won't be with Sprint.
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Don't tell us, tell Sprint. You might be surprised what a registered letter addressed to the CEO can accomplish.

Solutions Etcetera said:
Don't tell us, tell Sprint. You might be surprised what a registered letter addressed to the CEO can accomplish.
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Thanks. I will give them a chance to unlock the phone by following the last set of instructions they gave me (dig up all my email from motorola and fax it to them) but if that doesn't work, I will try that. Maybe I'll write anyway to complain about the unfriendly customer service, but it seems premature to write in the middle of a request.

Might seem cheesy, but I've always found emailing [email protected] resolves my issues. You email and they will call you the next day. I believe these folks are about as high as you can go. Plus, once someone calls you, you have a direct number to cal back and deal with only one rep until your issue is resolved..hope this helps a little.
Good luck!
Sent from my XT1056 using XDA Premium 4 mobile app

mulhiny said:
Might seem cheesy, but I've always found emailing [email protected] resolves my issues. You email and they will call you the next day. I believe these folks are about as high as you can go. Plus, once someone calls you, you have a direct number to cal back and deal with only one rep until your issue is resolved..hope this helps a little.
Good luck!
Sent from my XT1056 using XDA Premium 4 mobile app
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Thanks! That looks like a good next step, if this doesn't work. I found my correspondence from Motorola, and as I remembered, a lot of it is vague "we have mailed your new phone", rather than "we have mailed your warranty replacement", but one of their letters did say
Thanks for contacting Motorola. Our goal is to get a customized, working phone in your hands, making it as easy as possible for you.
Here's the first step in the return of your broken phone - the Return Authorization Number (RMA): 140114-011410. This is necessary to process your return so hold onto it.
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I'm hopeful that will be good enough. Of course, there's nothing to prove that I didn't compose that email myself ("fax us the email" really seems dumb, as a form of "proof") but I also have the letter saying "it's been shipped and the cost was $0" and the FedEx mailing label. Hopefully, that will convince them.
They claim they sent me email when they first denied the unlock request. I never got that email, but I suppose some computer may have thought it was spam and deleted it before I saw it. These things do sometimes happen.

After faxing them a letter detailing the issue, along with 30 pages of correspondence from Motorola, I got a call that they had decided to unlock the phone, eventually followed up with an email stating the phone is now unlocked.
Thank you for your advice and support. It improved my sanity.

Puzzlegal said:
So, I've been with Sprint for a while. In the past, they have given me decent customer support, and better service than my husband gets on T-Mobile.So I decided to stick with them instead of going to a discount carrier (like Net10) or T-mobile. And I wanted a one-handed phone. I had planned to get the Galaxy IV mini when it came to Sprint, but when I went to purchase it, I asked whether I could use a different SIM when I travel abroad. The salesperson looked it up, and said "no". Thus, I ended up with a Moto X.
I got it SIM unlocked. Then I had all sorts of flaky problems with it, and ended up having it replaced under warrantee. Sprint wouldn't help me with that, because they wouldn't touch Moto-Maker phones, so I had to deal with Motorola directly. (And not the convenient Sprint shop around the corner from my office. - another reason I have liked Sprint obsolete, no more convenient service.)
So I tried to get the new phone unlocked. PROBLEM! Sprint will only unlock one phone per year per customer. They think they can amke an exception since this is a warrantee replacement.
Never heard back from them.
Called again today to check on the progress. Oops! My request was denied. They have no record of having replaced the phone. Because they freaking refused to... If I FAX them PROOF that Motorola replaced it under warrantee, maybe they will reconsider. And hey, maybe they will even tell me the result of that reconsideration. Or not. I guess I will find out. No, I can't forward the email I got from Motorola. No, they can't send me an email documenting what they want me to do. Apparently, Sprint hasn't entered the email age, and only deals withy phone calls and faxes. Who the #### uses faxes these days?
Wish me luck.
Next phone won't be with Sprint. Sigh. I wish I could pay for decent customer serive without paying for frequent upgrades and stuff. I wish we had a market like in Europe where you buy a phone, and you buy service, and the two aren't intertwined.
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My parents had Sprint in the early 2000s and even back then they had horrible customer service. I stick with Verizon their CS is pretty spot on.
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