Today I took my wifes shift in for repair and they couldn't fix it so I said ok replace it. He then tells me we have to mail you on. Now this is after talking to a super on the call in that told me to go to this corp. Store. He told me there where no shifts in the store, and out was policy to mail them I called, bs and he got mad. Said I had to leave cuz I asked to see this policy on paper. He couldn't find it, I asked how a corp. Store doesn't go by the same sprint policy as every other one, he says we aren't sprint lmao, I said it says sprint on the sign and your shirt so why not. Then he grabbed my elbow like he was going to walk me out and when I jerked my arm away he about **** his pants and his friend came running out. I said wtf you going to do back up. I then went out and reported it all to sprint and the bbb. This was all done in front of my 3 year old daughter. What a joke.
And you still read it
Grabbed your elbow? Let some fool grab mine at the store, he will quickly find himself on the ground.
Sent from my PC36100
You should have filed a report for assault with the police
Sent from my DROID X2 using XDA App
mario9702 said:
You should have filed a report for assault with the police
Sent from my DROID X2 using XDA App
Click to expand...
Click to collapse
+1 doesn't sound like you where being disorderly
Sent from my PC36100 using XDA Premium App
nattiboy2326 said:
Today I took my wifes shift in for repair and they couldn't fix it so I said ok replace it. He then tells me we have to mail you on. Now this is after talking to a super on the call in that told me to go to this corp. Store. He told me there where no shifts in the store, and out was policy to mail them I called, bs and he got mad. Said I had to leave cuz I asked to see this policy on paper. He couldn't find it, I asked how a corp. Store doesn't go by the same sprint policy as every other one, he says we aren't sprint lmao, I said it says sprint on the sign and your shirt so why not. Then he grabbed my elbow like he was going to walk me out and when I jerked my arm away he about **** his pants and his friend came running out. I said wtf you going to do back up. I then went out and reported it all to sprint and the bbb. This was all done in front of my 3 year old daughter. What a joke.
And you still read it
Click to expand...
Click to collapse
Was there any other witness then your dougther? You should made a police report and send it to the corporation to fire those idiots pretending to be a sprint employee.
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There's two sides to every story. I Btw, if a store doesn't have the parts they are ordered so you sitting at the store calling bs on people shows how uninformed you are.
Sent from my Nexus S 4G using XDA Premium App
nattiboy2326 said:
Today I took my wifes shift in for repair and they couldn't fix it so I said ok replace it. He then tells me we have to mail you on. Now this is after talking to a super on the call in that told me to go to this corp. Store. He told me there where no shifts in the store, and out was policy to mail them I called, bs and he got mad. Said I had to leave cuz I asked to see this policy on paper. He couldn't find it, I asked how a corp. Store doesn't go by the same sprint policy as every other one, he says we aren't sprint lmao, I said it says sprint on the sign and your shirt so why not. Then he grabbed my elbow like he was going to walk me out and when I jerked my arm away he about **** his pants and his friend came running out. I said wtf you going to do back up. I then went out and reported it all to sprint and the bbb. This was all done in front of my 3 year old daughter. What a joke.
And you still read it
Click to expand...
Click to collapse
Sounds to me if what you say is true than this particular manager is a tool. Putting his hand on you was a mistake unless it was self-defense.
Bad thing that I have found over the years is that Sprint phone customer service and the Sprint stores don't do things the same way. I don't go to the store for anything unless I have to. They seem to be more restricted and uninformed compared to the reps I chat with on the phone (of course there are a few store reps that are good ones, just seem hard to find). No way are the stores on the same page as the phone center. Luckily, I have a dedicated rep who takes care of my needs (if I can ever get him to freakin answer me back on anything).
I worked for sprint in a call center, and I can't tell you how many times I got calls from customers about how the people in the sprint stores screwed them over. Sprint is really wanting to turn around their customer service and probably have in call centers but they need to go thru each store and clean house. Almost everyone I talked to had been treated like crap or been flat out lied to by folks in sprint stores. I managed to get 2 store managers and a couple of other folks fired for what they did to customers. It's pretty bad when you get 2 totally different stories from the same company, because the right hand don't know what the left hand is doing.
who cares what this says anyways
There was about 6 other people at the store waiting on repairer 2 right next to me I was talking to
And you still read it
First and foremost sorry for the brutal assault he caused you mentally and physically. People we have to remember we are all human beings, and phone reps dont have to put up with face to face conflicts. Some people just aren't build for confrontation. I've never had issues with sprint reps at the stores, but than again I tactfully argue with them, so the blood pressure doesn't rise.
nattiboy2326 said:
There was about 6 other people at the store waiting on repairer 2 right next to me I was talking to
And you still read it
Click to expand...
Click to collapse
Well there you go, he was under pressure, you started quoting the philosophy's of sprint. He couldn't handle unknown information and retreated, like we all do at times.
nattiboy2326 said:
Today I took my wifes shift in for repair and they couldn't fix it so I said ok replace it. He then tells me we have to mail you on. Now this is after talking to a super on the call in that told me to go to this corp. Store. He told me there where no shifts in the store, and out was policy to mail them I called, bs and he got mad. Said I had to leave cuz I asked to see this policy on paper. He couldn't find it, I asked how a corp. Store doesn't go by the same sprint policy as every other one, he says we aren't sprint lmao, I said it says sprint on the sign and your shirt so why not. Then he grabbed my elbow like he was going to walk me out and when I jerked my arm away he about **** his pants and his friend came running out. I said wtf you going to do back up. I then went out and reported it all to sprint and the bbb. This was all done in front of my 3 year old daughter. What a joke.
And you still read it
Click to expand...
Click to collapse
If you call Sprint, they'll probably be more than willing to help you and compensate if you tell them this story. Also, usually Sprint just mails you a new phone and you mail back your current phone. Strange that they didn't implement that process.
AdriVelazquez said:
If you call Sprint, they'll probably be more than willing to help you and compensate if you tell them this story. Also, usually Sprint just mails you a new phone and you mail back your current phone. Strange that they didn't implement that process.
Click to expand...
Click to collapse
Strange? He stated in his post, that they could mail and he called bs... So what are you on about?
Here is my theory on what really went down. So you're in line, you said you had ur 3yr old daughter waiting, and I'm sure she was without a doubt quiet in line. You started getting mad at the rep for not pleasing your needs, kid probably started whinning. Some person in line was probably wishing they had duct tape for your kid. The rep couldn't take it anymore and was trying to escort you out. Usually that type of grab is to escort..
c-had2001 said:
I worked for sprint in a call center, and I can't tell you how many times I got calls from customers about how the people in the sprint stores screwed them over. Sprint is really wanting to turn around their customer service and probably have in call centers but they need to go thru each store and clean house. Almost everyone I talked to had been treated like crap or been flat out lied to by folks in sprint stores. I managed to get 2 store managers and a couple of other folks fired for what they did to customers. It's pretty bad when you get 2 totally different stories from the same company, because the right hand don't know what the left hand is doing.
who cares what this says anyways
Click to expand...
Click to collapse
It would be impossible for Sprint to effectively go to each store an "clean house" for several reasons:
1. There area too many stores. Each store that gets "cleaned" will hire new
people. Those people will need to be cleaned. The process would never end.
2. You have too many "Sprint" stores, that masquerade as a Sprint store, but
are privately owned and operated. They even wear Sprint shirts, have
Sprint signs, and Sprint Business cards.
3. The "House Cleaner" is also a person, and they are "Sprint Employees" and
would occasionally also need to be cleaned, as they would fail to follow the
rules and do their job.
There are too many Sprint Employees, at call centers, corporate stores, and repair centers. The larger Sprint gets, the worse it gets.
Any attempt at cleaning house would in effect be Sprintocide. (Think of it like Genoicide, with Sprint Employees being the effected class.)
AdriVelazquez said:
If you call Sprint, they'll probably be more than willing to help you and compensate if you tell them this story. Also, usually Sprint just mails you a new phone and you mail back your current phone. Strange that they didn't implement that process.
Click to expand...
Click to collapse
It says right in the OPS post that the CSR offered to mail him one... It sounds like he did not want the process implemented.
I think we can all agree my theory of what really happened, is true..
anthonyandrews said:
It would be impossible for Sprint to effectively go to each store an "clean house" for several reasons:
1. There area too many stores. Each store that gets "cleaned" will hire new
people. Those people will need to be cleaned. The process would never end.
2. You have too many "Sprint" stores, that masquerade as a Sprint store, but
are privately owned and operated. They even wear Sprint shirts, have
Sprint signs, and Sprint Business cards.
3. The "House Cleaner" is also a person, and they are "Sprint Employees" and
would occasionally also need to be cleaned, as they would fail to follow the
rules and do their job.
There are too many Sprint Employees, at call centers, corporate stores, and repair centers. The larger Sprint gets, the worse it gets.
Any attempt at cleaning house would in effect be Sprintocide. (Think of it like Genoicide, with Sprint Employees being the effected class.)
Click to expand...
Click to collapse
I know your right, but it seems pretty counter productive to try to change your public image of customer support and service, if you have asshats running and operating your stores. It's the same bad press if its someone on the phone or someone in the store. I tend to think they may have to many "authorized" sprint retailers and those folks really don't give a crap about anything. Its just sad that when you work for sprint in a call center they pretty much let you give the customer just about anything they want to make them happy, and they don't allow you to be rude or disrespectful to anyone no matter how much they threaten you or how bad they cuss you out. All I was saying is they need to do something about the stores because they aren't helping their image at all.
They offered you help... Sometimes i get my replacements in the mail and sometimes i get them on the spot....either way the guy was trying to do his job and never denied the service for which you pay.
Sent from my PC36100 using XDA App
gab2012 said:
They offered you help... Sometimes i get my replacements in the mail and sometimes i get them on the spot....either way the guy was trying to do his job and never denied the service for which you pay.
Sent from my PC36100 using XDA App
Click to expand...
Click to collapse
Ding ding ding
Sent from my Nexus S 4G using XDA Premium App
Related
I just went to my local sprint service center to have them fix my screen which now has a nickel sized white spot smack dab in the middle of the screen. He looked at it and said "yeah this is common with the first gen of this phone but it isnt enough for me to replace the phone". I told him it was cool and I would be okay with just a screen replacement to which he replied, "I don't carry the screens."
so I kind of looked at him funny for a second, I pay for the 7$ per month TEP. He said it isnt effecting the performance of the phone. I asked him if the screen is performing as it should, he said it is not, I asked if the screen is in fact a part of the phone, he said yes. Another blank stare. He then just said sorry and handed me the phone and went to another customer.
Let me be clear, I killed this guy with kindness, I was a tech for 8 years so I know how assholish customers can be. I left and called sprint and within 20 minutes I had a new phone on the way to my house.
Jeez.
afxtwn said:
I just went to my local sprint service center to have them fix my screen which now has a nickel sized white spot smack dab in the middle of the screen. He looked at it and said "yeah this is common with the first gen of this phone but it isnt enough for me to replace the phone". I told him it was cool and I would be okay with just a screen replacement to which he replied, "I don't carry the screens."
so I kind of looked at him funny for a second, I pay for the 7$ per month TEP. He said it isnt effecting the performance of the phone. I asked him if the screen is performing as it should, he said it is not, I asked if the screen is in fact a part of the phone, he said yes. Another blank stare. He then just said sorry and handed me the phone and went to another customer.
Let me be clear, I killed this guy with kindness, I was a tech for 8 years so I know how assholish customers can be. I left and called sprint and within 20 minutes I had a new phone on the way to my house.
Jeez.
Click to expand...
Click to collapse
I agree some of Sprint's techs are clueless. They gave me a phone with a busted speaker and the girl from sprint who looked at it just said, Well it's not That bad. The speakerphone still works great.
That would piss me off if he blatantly did that to my face. You should have escalated to a manager. He obviously didn't see any dollar signs on you so he went to someone else to try and sell them a phone. You should have called Sprint while you were at the store and asked to speak to a manager so that they could speak to that rep over the phone.
gqstatus0685 said:
That would piss me off if he blatantly did that to my face. You should have escalated to a manager. He obviously didn't see any dollar signs on you so he went to someone else to try and sell them a phone. You should have called Sprint while you were at the store and asked to speak to a manager so that they could speak to that rep over the phone.
Click to expand...
Click to collapse
I was about to do just that but I thought my kid had just pooped in her diaper so I kind of left with a quickness.
If you wanted to know, there was no poop.
That smell?... It was the employee.
What horrible service.
ImmortalLuD said:
That smell?... It was the employee.
What horrible service.
Click to expand...
Click to collapse
LMAO!!!!
on another note... if you already have your phone rooted, you can try going to them again and letting them know they have to fix your screen... that way you don't have to worry about rooting the new phone...
looneylu said:
LMAO!!!!
on another note... if you already have your phone rooted, you can try going to them again and letting them know they have to fix your screen... that way you don't have to worry about rooting the new phone...
Click to expand...
Click to collapse
I was about to ask how hard it is going to be to root a new phone.
So easy it practically does it itself!...
I had my camera lense replaced. When i got my phone back the speaker didnt work, when i went back they discovered the tech left the speaker out of the phone lol. Now my camera flash wont work, idk if they screwed that up or if its the custom rom
Are you serious? The store rep told me they couldn't fix my camera lens and that I would need another phone.
I came from AT&T and never had any problems. It's frustrating that I have to take things with a grain of salt with Sprint. I've yet to talk to someone who knew what they were talking about. This is what we get when companies outsource jobs to other countries. In my opinion Sprint customer service is worse than Dell's... better yet Netgear.
Sent while sitting on the toilet.
I had something very similar happen to me. I brought my phone in for the white spot and was told it was do to "the oils in my skin" I remained calm and explained that it is a known issue with the phones, and tech just told me "sorry".
So, I'm wondering, did you just call sprint tech support or retentions or what to get another phone shipped that quickly?
Do you know know if these are corp. locations or 3rd party? The techs have a wealth of info availible to them. The screens may not be availible at all repair locations. Come into my location an you would be amazed at how we get down with the repairs we are amazing.
lol reminds of one day I went to a Sprint Store and asked for 2.5mm Stereo Headphones that would work on my Treo 700wx.
The girl hands me one saying it's compatible. I open it right outside the store to test and it sound was coming out of only one side... Clearly not compatible.
So I went back and she tells me:
"Well, that's the way it's supposed to be, one side is for listening to music and the other is for calls... That's how mine works..."
Rofl
mrniceguy715 said:
Do you know know if these are corp. locations or 3rd party? The techs have a wealth of info availible to them. The screens may not be availible at all repair locations. Come into my location an you would be amazed at how we get down with the repairs we are amazing.
Click to expand...
Click to collapse
Mine is listed on sprint's website as an "authorized sprint repair center" and it is a corporate store.
zeuzinn said:
lol reminds of one day I went to a Sprint Store and asked for 2.5mm Stereo Headphones that would work on my Treo 700wx.
The girl hands me one saying it's compatible. I open it right outside the store to test and it sound was coming out of only one side... Clearly not compatible.
So I went back and she tells me:
"Well, that's the way it's supposed to be, one side is for listening to music and the other is for calls... That's how mine works..."
Rofl
Click to expand...
Click to collapse
Dumb ****
Sent from my PC36100 using XDA App
Does anyone have a picture of this white spot on the screen? I fail to see how a nickel sized spot blocking that much of the screen doesn't warrant a replacement.
Unless it really doesn't affect the performance of the phone, in which case it is a cosmetic issue and they don't normally cover those.
poop in the diaper works alot of situations..saw someone I didn't want to talk to so I said my daughter pooped..it worked
Sent from my PC36100 using XDA App
So my screen problems that I posted about over in Q&A finally got so bad that something had to be done. I stopped in Best Buy and they told me "Sprint Store - sorry..." - but yesterday was Sunday and the Sprint Store wasn't open. I'm leaving for Orlando Wednesday and too busy to travel an hour from home to go to one this week, so I decided to call in to Sprint.
The rep that I got on the phone told me I had to go to a Sprint store OR call HTC so they could deal with the warranty issues - Sprint only works a 30 day warranty, anything after that has to be dealt with by HTC. Umm, really? First time I've heard of that. What about TEP? Sure, I'll transfer you, they can take your hundred bucks, and send you a new one. Told her that the hundred bucks was less than it would cost me to take off work and travel to a Sprint store, but it was still a crappy way to treat customers. She coolly informed me that those were my only options, then asked if I wanted to speak to her supervisor. I initially didn't, because I figured the supervisor was reading the same script. She then had the nerve to ask me to rate her high on the customer service survey and tell them that she had resolved my issue, at which point I informed her that she had done NOTHING to resolve my issue. She immediately put a supervisor on.
John, the supervisor immediately told me that he would transfer me over to technical support and they would ship me a phone overnight. He did, and after describing my issues, they had no problems doing it. My new Evo should arrive just in time to get charged up and taken to Disney World.
Moral of the story - don't take no for an answer with Sprint's front line customer service.
i almost had a very similar story almost the same but i had to do it for my mother cuz they were feeding her all this junk i finally got to a floor supervisor and had a new phone on the way, and the first guy i talked to tried to tell me about the 30 day junk and i told him that my mom runs her business of her phone and he wanted me/my mom to go 5 days without a phone... but after i was off with the supervisor i had one coming the next day, which made me feel great.... 3 days later i asked my mom if she had got the new phone and she said no... we called sprint and fedex and they said we had signed for it and it was at my house,,,, so finally after hours on the phone a lady shows up on my front door with a package that was the phone... the dropped it off 3 blocks away and if the nice lady didnt want to return it we would have been screwed.. so she gave us the phone and of course it wasnt anyones fault at fedex when they always ask for a signature and for some reason they said this package didn't need one... just make sure u have tracking number and document who and when you talked to the people at sprint....
It's all good now - UPS delivered it this morning, I rooted it and installed Myn's Warm Two Point Two at lunch, and I'm right back to my normal happy EVO existence - just in time to take my family to Disney World tomorrow!
A majority of the people working at Sprint are a bunch of retards. I work for AT&T so I know all the lingo and I laugh at the stupid things that come out of their mouth that they expect me to believe.
Any time I've hade issues with any of my phones on my plan their first response is "You have insurance, we'll use that to get you a replacement." I'm sorry that is NOT ok. When the issue is a known flaw it should be replaced w/o having to pay for it. Now if it's my fault then fine.
gqstatus0685 said:
A majority of the people working at Sprint are a bunch of retards. I work for AT&T so I know all the lingo and I laugh at the stupid things that come out of their mouth that they expect me to believe.
Click to expand...
Click to collapse
Funny that they probably do the same with [insert carrier name here] too.
Sent From My HTC EVO 4g
Corporate Sprint stores are open on Sunday. You were probably dealing with a third party.
So, my launch day EVO started collecting dust under the screen on the top left corner and I took it to a local Sprint store to get it repaired. They put a screen that was all scratched and dented on the sides on and assumed I would be satisfied with it. Wrong!
After forcing them to put my old one back (apparently they didn't have any other in store), I called Sprint and got them to send me a replacement phone.
Phone came in and I noticed heavy scratches on the camera and the kickstand was completely loose (would open up by itself). Got them to send me another replacement...
Phone arrived last week with the bottom of the glass completely loose. I could lift it with my nail. Called and after *****ing for hours, I got them to send me yet another replacement...
Phone came in with exactly the same symptom. What's going on? I don't know what else to do from here on out. I know it is technically not Sprint's fault, but this is getting ridiculous. I thought my experiences with the Palm Pre were bad... that was nothing.
Now I know they most likely will not send me yet another phone unless I take it to a store. That's going to be another 5-hour ordeal. Is there any way I can get a new device or a fully-functional refurb? I tried retentions and they said there was nothing they could do. =/
akarol said:
So, my launch day EVO started collecting dust under the screen on the top left corner and I took it to a local Sprint store to get it repaired. They put a screen that was all scratched and dented on the sides on and assumed I would be satisfied with it. Wrong!
After forcing them to put my old one back (apparently they didn't have any other in store), I called Sprint and got them to send me a replacement phone.
Phone came in and I noticed heavy scratches on the camera and the kickstand was completely loose (would open up by itself). Got them to send me another replacement...
Phone arrived last week with the bottom of the glass completely loose. I could lift it with my nail. Called and after *****ing for hours, I got them to send me yet another replacement...
Phone came in with exactly the same symptom. What's going on? I don't know what else to do from here on out. I know it is technically not Sprint's fault, but this is getting ridiculous. I thought my experiences with the Palm Pre were bad... that was nothing.
Now I know they most likely will not send me yet another phone unless I take it to a store. That's going to be another 5-hour ordeal. Is there any way I can get a new device or a fully-functional refurb? I tried retentions and they said there was nothing they could do. =/
Click to expand...
Click to collapse
The only way is with the Asurion process.
If you call *2 and explain the situation they may refund all, most likely part, of the $100 deductible.
I suggest it though.
mattykinsx said:
The only way is with the Asurion process.
If you call *2 and explain the situation they may refund all, most likely part, of the $100 deductible.
I suggest it though.
Click to expand...
Click to collapse
I thought Asurion sends out refurbs sometimes though?
ffolkes said:
I thought Asurion sends out refurbs sometimes though?
Click to expand...
Click to collapse
I've only received brand new replacements.
I've never heard of them sending out refurbs.
mattykinsx said:
I've only received brand new replacements.
I've never heard of them sending out refurbs.
Click to expand...
Click to collapse
That might not be a bad idea after all.
UPDATE: I just spoke to what appeared to be a thug on the other end of the line at Sprint's Tech Support. A nice thug at that. After decrypting our conversation through his strong ebonics, I understood that he created an eTicket (which I received online already) and told me to present it to the store clerk where I will be handed a brand new device. Is this possible? On the ticket it states:
Description of Issue:
Battery Damaged/Swollen/Cracked
Battery Won't Charge
Which is nothing related to my issues and will be apparent when they see it. I sounded skeptical but he assured me that it would work. For me to bring all my stuff (box if I have it, cables, manuals, etc) because I will be handed a brand new one when I get there. I'm still skeptical but I guess we'll have to wait and see. Anyone experience something similar?
Also, he told me I can go to an affiliate store for this (doesn't have to be corporate). Should I even bother? I feel they're less prone to handing me a new device.
I really hope it works out as I don't want to go through the hassle of unrooting and erasing my phone to see that nothing happened.
Finally, will a corporate store have newer phones than affiliated stores or vice versa? If I'm getting something new, I want it to be brand spankin' knew to make sure they worked out all the kinks.
Thanks again!
akarol said:
That might not be a bad idea after all.
UPDATE: I just spoke to what appeared to be a thug on the other end of the line at Sprint's Tech Support. A nice thug at that. After decrypting our conversation through his strong ebonics, I understood that he created an eTicket (which I received online already) and told me to present it to the store clerk where I will be handed a brand new device. Is this possible? On the ticket it states:
Description of Issue:
Battery Damaged/Swollen/Cracked
Battery Won't Charge
Which is nothing related to my issues and will be apparent when they see it. I sounded skeptical but he assured me that it would work. For me to bring all my stuff (box if I have it, cables, manuals, etc) because I will be handed a brand new one when I get there. I'm still skeptical but I guess we'll have to wait and see. Anyone experience something similar?
Also, he told me I can go to an affiliate store for this (doesn't have to be corporate). Should I even bother? I feel they're less prone to handing me a new device.
I really hope it works out as I don't want to go through the hassle of unrooting and erasing my phone to see that nothing happened.
Finally, will a corporate store have newer phones than affiliated stores or vice versa? If I'm getting something new, I want it to be brand spankin' knew to make sure they worked out all the kinks.
Thanks again!
Click to expand...
Click to collapse
That's about the setchiest thing I've ever read lol
mattykinsx said:
I've only received brand new replacements.
I've never heard of them sending out refurbs.
Click to expand...
Click to collapse
All depends on stock. They will most certainly send out Refurbs. But they send new too.
Dust under screen doesn't sound so bad now, does it.
mswlogo said:
Dust under screen doesn't sound so bad now, does it.
Click to expand...
Click to collapse
Dust under the screen means that the screen is coming apart.
Eventually that will lead to touchscreen failure or something of the kind.
Getting that fixed is more preventative.
Plus, you pay $200 + for a device, you don't deserve to have a sub-standard device.
OT: what exactly made the guy a thug?
Sent from the void...
wuclan48 said:
OT: what exactly made the guy a thug?
Sent from the void...
Click to expand...
Click to collapse
The numerous dawgs, yos, and the holla at the end?!
Nobody answered my questions, is it possible that this is legit and I'll be getting a new replacement tomorrow? Why wouldn't get give me some crap someone returned recently?
akarol said:
The numerous dawgs, yos, and the holla at the end?!
Nobody answered my questions, is it possible that this is legit and I'll be getting a new replacement tomorrow? Why wouldn't get give me some crap someone returned recently?
Click to expand...
Click to collapse
Lol.
He must have been from the dirty south. I've called a lot of times and have gotten funny characters.
What he told you is BS. Why would a. authorized retailer such as Best Buy take a new phone out of their inventory and give it to you?
Sent from my PC36100 using XDA App
I see... you must not be from an urban area or around a young people much. Thug implies criminal. Speaking ebonics does not. Some people might take offense to that characterization fyi.
Sent from the void...
wuclan48 said:
I see... you must not be from an urban area or around a young people much. Thug implies criminal. Speaking ebonics does not. Some people might take offense to that characterization fyi.
Sent from the void...
Click to expand...
Click to collapse
OP. Just edit your post to ''ghetto''.
Sent from my PC36100 using XDA App
wuclan48 said:
I see... you must not be from an urban area or around a young people much. Thug implies criminal. Speaking ebonics does not. Some people might take offense to that characterization fyi.
Sent from the void...
Click to expand...
Click to collapse
Well, apparently he might just be a criminal according to the sketchiness of this situation and his alleged connections with stores. I guess the term would apply then.
I don't see thug as being derogative anyways. Have you not watched TV much? It's everywhere.
Anyways, if I give someone that works for Sprint and has access to their system my eTicket number, do you think they might be able to explain what it means and how it would be handled at their store?!
OP: I understood, and I LOL'd
Taking offense at ignorance just confirms it....
Back on topic...
Welcome to the world of refurbs.
Call customer service, ask to talk to Account Services. Tell them you will cancel your account if you dont get a brand new replacement. Tell them you are tired ot dealing with crappy refurbs, and dont have the time to keep going back to the store.
Go to a sprint store, tell them there's a ticket in the system. Before you do call sprint back an have them code the ticket correctly. When you go to the store don't tell them what the issue is, just say there's a ticket and have them pull it up. Once they do that the store is subject to a survey, they won't want you to give them a bad survey so they will fully fix or give you a fully functioning device.
Sent from your favorite carrier, black and yellow!
DirtyShroomz said:
Go to a sprint store, tell them there's a ticket in the system. Before you do call sprint back an have them code the ticket correctly. When you go to the store don't tell them what the issue is, just say there's a ticket and have them pull it up. Once they do that the store is subject to a survey, they won't want you to give them a bad survey so they will fully fix or give you a fully functioning device.
Sent from your favorite carrier, black and yellow!
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Or so I thought... I called a rep from the store a bit ago and explained to them the situation. Basically, they told me that I would still have to wait for them to attempt a repair and if not possible, they would send me a refurbished device.
What's the f'ing point of having this eTicket in the first place? I could go there without anything and they would proceed in the same manner. This is really getting annoying... The local store is always extremely busy and getting out of there with 3 hours is unrealistic. I'm tired of wasting time dealing with this simple fix.
akarol said:
Or so I thought... I called a rep from the store a bit ago and explained to them the situation. Basically, they told me that I would still have to wait for them to attempt a repair and if not possible, they would send me a refurbished device.
What's the f'ing point of having this eTicket in the first place? I could go there without anything and they would proceed in the same manner. This is really getting annoying... The local store is always extremely busy and getting out of there with 3 hours is unrealistic. I'm tired of wasting time dealing with this simple fix.
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The eTicket tells everybody how many times the phone has been checked or submitted to be checked so when customers call and say "I've had this phone replaced 3 times!!!" Sprint can say "No you haven't". They will ALWAYS have to look at/troubleshoot the phone before any exchanges are made.
I've had mine replaced twice and was able to get a new phone. But Jesus Christ was it difficult. They will only give you a brand new phone if the store agrees to it (they have to be reimbursed by Sprint) or if Sprint themselves, agree which is usually a special case.
Here's what you do:
Call up Sprint customer service, explain to them the situation. Don't expect it to go anywhere. Just keep escalating the issue. After you get as high as you can go, call Sprint's Executive Hotline Number: 703-433-4401
Tell them the same thing. 99% chance they will tell you that they can't just give you a brand new Evo. Ask them for a case number and then write it down somewhere. Then, email [email protected] telling them what's going on, and be sure to include your number, account PIN, and the case number (if you have one). This is Dan Hesse's email addresses. He reads the emails, but they are mostly answered by his secretaries. They will call you back on a weekday probably during the same week. You'll get a call from "_________, from the Office of Dan Hesse". Explain to them the situation and be sure to detail your frustration with getting the issue solved and how this is not how a company should handle things.
Also, one of them women that called me back said that refurbished doesn't necessarily mean that the phone is opened up, gutted, and the parts are replaced with working ones. She said that some of the phones are just those that are returned because of the 30 day guarantee and then just put back on shelves. She also said that the only things that are fixed are the things that are written down by the repair specialist in the store, which is stupid because they only write down 1 problem even if there are multiple issues with the phone. Obviously, there is an issue with quality control.
It will take a while, but this is what I went through, and they were able to work with the store near my house to give me a brand new Evo, in exchange for the store getting 2 refurbished phones from Sprint. It's a white 0004 with no issues at all. They will probably tell you that you need to take the phone to a repair center again to have it looked at (the one you have on you), but tell them you've spent way too much time on this issue and you just want it fixed ASAP. If you have a preferred store, let them know which one it is.
PS: Ask for a new white one. Because the white ones were initially only offered at Best Buy, so the ones that are in the Sprint stores now are mostly 0004s, and they have no issues.
Hope this helps,
Frederick
After some of the posts in this thread I thought I would add some rules:
1) No name calling
2) No racial slur's (the society we live in places heavy weight on these)
3) Keep it clean and have fun
I am actively watching this thread. I will update rules as needed for this thread.
I did change the title so that way everyone feels they can post here. So please sprint reps and customers feel free to post your funny stories.
I thought it would be kinda fun and funny at the same time to start a thread about some the funny stuff sprint reps tell us. Feel free to post any funny story you have about you experience with sprint. I am not doing this to be mean just had the idea after my experience with a sprint rep today. Think of it as the TV show "KIDS SAY THE DARNEDEST THINGS"
So here is mine:
Today I had to go to the sprint story to exchange mine and my wife's epic and while there the sprint rep said, "I think its stupid to update your phone. I think whatever OS was on the phone when you bought it is what you should run on it." I replied "well that would be like running windows 98 on a computer that can run windows 7." He replied "Well you have to pay for that update. If someone is going to update their phone then they should have to pay for it." So I replied "fine then running 2.1 would be like running windows 7 without any service packs or updates to it to fix known bugs and problems. It all comes down to customer service and providing the best software and product you can." After that he just started stammering and walked away. He didn't come over to me the rest of the hour I was in the store. He just occasionally glared at me. It was hilarious.
Please have fun it would be fun I think to compile our stories in one place instead of spread all over the place.
I think the oil that came in your car when you bought it is the same oil you should use for the life of your car.
mykie242 said:
I think the oil that came in your car when you bought it is the same oil you should use for the life of your car.
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hilarious....
My experience was when i first got my epic it came with dg27 on it and di18 was the newest software. I went back in the next day and he was there and I asked him why my phone wont update itself from dg27 to di18. He said that I was on the newest software release and I told him to get his phone out and check. he did and he was on di18. So then he grabbed my phone and said this is how you do it. He went into updates and.clicked on update prl and handed the phone back to.me and said, "here you go sir all done". I said you have to be joking right? He honestly had no clue what he was doing. He has no business working there.
Sent From My Evo Killer!
MedicStuder and Musclehead- both hilarious stories. I had a similar experience while speaking with a Sprint customer service rep on the phone. These people really have no idea what they are talking about or what they are doing. I would be supremely frustrated with my phone if it weren't for XDA
I had an occasion where I was trying to get a replacement for my touch pro 1. I called up sprint proclaiming that it was getting hotter than a skillet on the side of my face and that the battery felt smoldering. Well the lady said there wasn't a whole lot she could do but they were required to have me visit a repair store.
So I go to a store that does repairs to be greeted by a technician and told him my story. He says "it doesn't feel hot to me" as soon as I hand him my phone. He turned to walk to the back and dropped my phone cracking the screen lol. So the manager comes over saying we can fix that don't worry. I said that wasnt what I was there for and explained. He ends up giving me a brand new touch pro 2 in the box.
Well when I get home there's a package on my doorstep so I'm like wtf is this. I open it up to see another touch pro 2. The rep on the phone sent one even though she told me to go to the repair store lol
nadcicle said:
Well when I get home there's a package on my doorstep so I'm like wtf is this. I open it up to see another touch pro 2. The rep on the phone sent one even though she told me to go to the repair store lol
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Bahahaa ebayyy
Sent from my SPH-D700 using XDA App
nadcicle said:
I had an occasion where I was trying to get a replacement for my touch pro 1. I called up sprint proclaiming that it was getting hotter than a skillet on the side of my face and that the battery felt smoldering. Well the lady said there wasn't a whole lot she could do but they were required to have me visit a repair store.
So I go to a store that does repairs to be greeted by a technician and told him my story. He says "it doesn't feel hot to me" as soon as I hand him my phone. He turned to walk to the back and dropped my phone cracking the screen lol. So the manager comes over saying we can fix that don't worry. I said that wasnt what I was there for and explained. He ends up giving me a brand new touch pro 2 in the box.
Well when I get home there's a package on my doorstep so I'm like wtf is this. I open it up to see another touch pro 2. The rep on the phone sent one even though she told me to go to the repair store lol
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This isn't the first time I've heard of something similar to this. I had a friend that was in the process of moving when they ordered a new phone. They had given them the new address and they double checked everything and the phone was shipped. Well when it didn't show up when it was supposed to they ended up sending a second phone. That one showed up and then when she got back into town the next day there was also a phone waiting for her there. She tried to get info so she could ship the second phone back but it seemed like a hassle for Sprint so she ended up keeping both of them.
musclehead84 said:
My experience was when i first got my epic it came with dg27 on it and di18 was the newest software. I went back in the next day and he was there and I asked him why my phone wont update itself from dg27 to di18. He said that I was on the newest software release and I told him to get his phone out and check. he did and he was on di18. So then he grabbed my phone and said this is how you do it. He went into updates and.clicked on update prl and handed the phone back to.me and said, "here you go sir all done". I said you have to be joking right? He honestly had no clue what he was doing. He has no business working there.
Sent From My Evo Killer!
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I'm not gonna lie, I normally do this when people come into the store raising their voice demanding the world trying to make the rest of my reps feel inferior. Sadly, this actually works with 90% of the customers I deal with. Just proving that having a smart phone does not make for a smart person.
notoriouspyro said:
I'm not gonna lie, I normally do this when people come into the store raising their voice demanding the world trying to make the rest of my reps feel inferior. Sadly, this actually works with 90% of the customers I deal with. Just proving that having a smart phone does not make for a smart person.
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True true. Just fyi I was calm and cooperative during my experience. I find its not worth raising my blood pressure over a phone.
Sent from my SPH-D700 using XDA App
Went to a retail store yesterday. I got asked if o need help. I said no but my gf epic got the ota 2.2 update and now her camera is broken. He said that im the 6th person that mentioned this. I asked when its going to get patched up. He said, I dont think they will but just do a hard reset to fix it. I just smiled and left.
Yeah I was calm to till he updated my prl. Lol
Sent from my SPH-D700 using Tapatalk
I went into a sprint corp. store and asked a rep. "can I haz my gingerburgrz for me epic?", he replied "I just do sales and returns now".
/end story
Just before coming to android I had a blackberry tour and was having terrible reception issues with it, after talking to several reps I got transfered to another and the first thing out of her mouth was "cell phones are not intended for use in houses and cars and if I wanted perfect reception just step outside and use my phone!" Lol, in the end it ended up being issues with the towers in our area.
Sent from my SPH-D700 using XDA Premium App
When I noticed my htc hero was getting dust under the screen and it got unbearable enough to take it back, one sprint rep looked at it and agreed to give me a new one, then showed his coworker who then examined it and told me that those were dead pixels, not dust, and that all phones get them and to avoid getting them I should charge my phone with it powered down... needless to say I was speechless. He was extremely rude as well as dumb.
nutswillkillme said:
When I noticed my htc hero was getting dust under the screen and it got unbearable enough to take it back, one sprint rep looked at it and agreed to give me a new one, then showed his coworker who then examined it and told me that those were dead pixels, not dust, and that all phones get them and to avoid getting them I should charge my phone with it powered down... needless to say I was speechless. He was extremely rude as well as dumb.
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omg! thats too much! guess we need to check the dunce hats at the door when we get there.
my wife's intercept received the OTA (froyo) and it broke her data.. causing lockups similar to the moment's plague..
(we did NOT have TEP.. still don't).. i called CS told them that i went into stock recovery and did a factory restore and it still isn't working properly, he handed me off to level 2 tech support. THAT guy proceeded to argue with me that my problem was with Samsung and not with Sprint. "After all, your warranty is from Samsung so you need to take it up with them".. i tell him that it was Sprint's update that broke the damn phone and that Sprint needs to fix it. He still stands by his "take it up with Samsung" spiel so i ask him "If I go purchase a brand new Ford at a Ford dealership and need an engine replaced under warranty, do you suggest that I drive my car to the factory in Detroit or take it back to the dealership ?" after some stammering he told me to take it to the local repair center but they would charge me $35 for the repair. I tell him that's unacceptable and he agrees to credit my account for the $35. I STILL tell him that it's not right and that i shouldn't have to pay anything to fix something that their software update broke and by this time, i'm fuming pissed and request to speak with HIS supervisor.. This guy asks what's going on (after almost 2 hrs on the phone so far) I tell him the whole story and he agrees to put the equipment protection on our account for 30 days, credit our account the cost of the equipment protection (so it's free) and tells me this way, I won't have to pay at the repair center. Then he says "You know that you'll have to go through 3 defective phones to get a different phone right ?" (I already knew this but played dumb)..
Then after a week and a half of playing 'return the bad phone' we finally got my wife the transform LMFAO
Rounsy222 said:
omg! thats too much! guess we need to check the dunce hats at the door when we get there.
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Omg! is right. How come we can all understand how things work and or should work but the people selling the items don't? (Scratches head). I knew this thread would be a fun one but wow just wow...lol
Sent from my SPH-D700 using XDA App
lol
Hell, Samsung is just as bad. I called them last night about adding memory to my laptop and he told me sir the laptop you have is at its max with 4gb of ram and i knew that my laptop could be upgraded to 8gb. Where do SPRINT and SAMSUNG find these people? My 6 year old son know more about the stuff they sell than these jerk off CS rep's...
MedicStuder said:
Omg! is right. How come we can all understand how things work and or should work but the people selling the items don't? (Scratches head). I knew this thread would be a fun one but wow just wow...lol
Sent from my SPH-D700 using XDA App
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Not every Sprint Rep is dumb.
I work at Sprint >_>
I just want to get a bead on what is going on here.
I was window Shopping in the Sprint store this morning & a guy had an OG EVO with a faulty charge port.
Before I go on, note the following:
1.I'm not sure of what insurance plan he had (it could be either TEP+Asu, or just Asurion) so this is where I need your help in clarification. But he definitely has insurance.
2. This particular Sprint Store has the Repair Center.
3. I didn't see a repair tech chime in on the conversation. (Odd as usually the repair techs themselves tell you what can or can't be done. Duties & Policies change so you never know here.)
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He explained this issue to the floor reps & the floor rep told him that they would have to refer him to Asurion ($100+) & get the phone repaired or possibly replaced that way as he claimed it was physical damage.
This customer was no newb (assuming, sounded like he had a clue & a goal anyway) to how this works & explained that he knew this was a common issue as at least two people he knew of, had that same issue with the charge port failing. He did not mention their experience on getting this issue resolved. He called it a defect & it wasn't from him abusing or dropping the phone, which he happily showed in great condition. (I agreed, silently).
They talked back & forth- in small circles getting to this:
The Floor Rep (who sounded very sure of this) said there was nothing this Sprint store could do, they couldn't fix or get him a new/refurb phone because it was technically still considered physical damage.
This went back & forth for about 10 more minutes & the customer was pissed. (Didn't curse or get childish) but he was disgusted that we would have to pay $100 for a manufacturer defect & that the Sprint "repair" center couldn't help him.
He rode on this wave of anger & promptly asked to cancel his service with Sprint. The floor rep easily complied to start the process. (Me thinking: WTF Idiot rep, get the manager!) I face-palmed after that & I left while they were going over the termination.
Now my question/s:
Was the rep right about what they couldn't do for that time of damage/defect? Was this the result because the customer lacking the TEP portion of his insurance?
Are some repair centers more capable than others for this type of damage?
Has some portions of coverage been removed recently aside from the "rarely charged for" $35 screen repairs?
Question for Sprint employees/ former employees: What options can you use to deter a customer from leaving in a situation like that? I feel the rep could've at least put up an inch of a fight to assist in a situation like that or request aid from a manager.
Excuse any spelling or editing errors.
I'm gonna go on a limb here and say that the sprint rep just wanted to show him who the boss was. I've never had any problems with the tech stores here repairing anything from broken screens to broken power buttons. Unless you bring your phone in two pieces or has been physically damaged they should warranty it out.
IMHO
The rep, IMHO, was incorrect for arguing with the customer over what was physical or man. defect. Being a Sprint TC, we are usually asked to go out and inspect the device, open it up and see whether the soldering points are intact or not. you can spot the difference rather quickly when it comes to defect or physical. The rep should have either gotten a TC involved or better yet a manager involved immediately. Most customers, and i mean that with all due respect to both parties, would much rather hear the reasoning from someone who is supposed to know what they are talking about. for some reason customers that i talk to seem to leave in a happier mood after speaking with me over the issue. I have had to step in during a heated discussion between a rep and a customer over issues like this, and I'm not even a lead, just a simple TC. Personally, I think it tends to sound a little more official from the person hired to actually WORK on the devices rather than hear from someone who simply sells it. We spend more time on our job opening them open and inspecting them, just like the reps spend their time selling customers on the device. just my opinion, I'm not looking to start a feud by any means
your response sounds more like a regular store experience for me..
Hypeo said:
I'm gonna go on a limb here and say that the sprint rep just wanted to show him who the boss was. I've never had any problems with the tech stores here repairing anything from broken screens to broken power buttons. Unless you bring your phone in two pieces or has been physically damaged they should warranty it out.
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Yeah same here, I never had an experience like that. But it's been since the HTC Hero (2 years ago) that I've flexed my TEP. At this very store.
And then the sight of this floor rep allowing a current subscriber to leave without any counter-action. (IMHO: is worse than some random would be customer leaving). You don't have to be in retentions to save a subscriber.
I always have the golden rule of try trice (with different reps/stores) before deeming a crap policy as fact. But this guy was understandably baffled at how useless his experience was that led up to him cancelling.
dgomez720 said:
The rep should have either gotten a TC involved or better yet a manager involved immediately. Most customers, and i mean that with all due respect to both parties, would much rather hear the reasoning from someone who is supposed to know what they are talking about.
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Exactly. When he 1st came in explaining his visit, I thought he would log & direct him a TC.
dgomez720 said:
The rep, IMHO, was incorrect for arguing with the customer over what was physical or man. defect. Being a Sprint TC, we are usually asked to go out and inspect the device, open it up and see whether the soldering points are intact or not. you can spot the difference rather quickly when it comes to defect or physical. The rep should have either gotten a TC involved or better yet a manager involved immediately. Most customers, and i mean that with all due respect to both parties, would much rather hear the reasoning from someone who is supposed to know what they are talking about. for some reason customers that i talk to seem to leave in a happier mood after speaking with me over the issue. I have had to step in during a heated discussion between a rep and a customer over issues like this, and I'm not even a lead, just a simple TC. Personally, I think it tends to sound a little more official from the person hired to actually WORK on the devices rather than hear from someone who simply sells it. We spend more time on our job opening them open and inspecting them, just like the reps spend their time selling customers on the device. just my opinion, I'm not looking to start a feud by any means
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I agree with you, as a customer it does sound more official to hear the response from the person who is paid to actually work on the devices. A lot of people view salespeople as just that, salespeople. Someone to sell you something that you probably don't want or need, not someone to fix something that you have already bought and need repaired.
However, from a customer's point of view, he also may be arguing over the fact that it is for things like this in which he bought the insurance to begin with. If I'm spending $8 per month for God knows how long, the last thing I want to hear is "No, we won't repair your phone." In that case, Sprint could really do a better job of educating its customers as to what the insurance really covers. Most people view it as the equivalent of the add-on service plan that you can get at Best Buy or everywhere else, which basically will get your device fixed or replaced (or some money back) if your device fails after the manufacturer's warranty runs out. Apparently that isn't the case with TEP, however that's not how the salespeople sell it. I was in a Sprint store last month with my Dad upgrading his phone, and the sales rep offered it to us by saying "If anything goes wrong with your phone, bring it in and we'll repair it."
He had to backpedal when I started asking him questions about fixing water damage and extreme gross physical neglect...
BigJohn
Same exact thing happened to me. I called Sprint and still no luck. I eventually had a screen problem and the store replaced the phone for me.
Sent from my PC36100 using xda premium
I think that is a prime example of ignorance and lack of care for customers. I have been to many crappy sprint stores who have done similar things. Fortunately I have found a sprint store in my neighborhood who treats their customers with respect and are mostly knowledgeable. Tbh that customer should have escalated it to talk to the manager or just go to another sprint store.
Sent from my PC36100 using Tapatalk
The repair stores are filled with 1 good person to fix phones and 5 idiots. They all depend on 1 tech to actually fix things, and when they can't, the only solution to their problem is.. uh.. Ill have to have u call Asurion. Idiotttts.
This is exactly why the reps in my store immediately hand off any problem phones to a tech. They ask qualifying questions but never argue with the customer. It's up to the tech to determine what's wrong with the phone, and if necessary, "argue" with the customer.
I always explain TEP with a car analogy. You pay an insurance premium on your car in order to carry coverage. If you wreck your car, you pay a deductible and have it fixed.
Evo charging port is a very sensitive issue. I've had some that are obvious physical damage yet the customer still argues and calls me a liar.
So what does TEP actually cover?
cmsjr123 said:
So what does TEP actually cover?
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Ability to get upgrades every 1 year instead of every 2 years. That's about it.
Sent from my EVO
I find that going to an authorized retailer with a repair center works better, I went to a sprint store and they wanted me too buy this or that, battery, etc... Went to a reseller and they replaced my uninsured phone for $35, under faulty USB charger. Also try to go on days they aren't slammed with customers so they can give you the proper attention..
mbaseball3 said:
Ability to get upgrades every 1 year instead of every 2 years. That's about it.
Sent from my EVO
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Seriously?
Sent from my Nexus S 4G using xda premium
DirtyShroomz said:
Seriously?
Sent from my Nexus S 4G using xda premium
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Lol, yeah! I envy everyone else here with their success stories. Sprint stores do chit here for their customers! I'm on a 6 line business plan and they say sorry can't help you any time I walk in to a repair center. We been with sprint since a little before Nextel merger; how ever many years ago that was. I have yet to get a phone properly taken care of even with our insurance. I feel that when they see that there is an issue in device and that they should fix, they just point me to asurion. They never help. Feed us excuse after excuse. Anyone in the orange county area of California have good repair center experiences? Won't be surprised if all responses are No!
Sent from my EVO
mbaseball3 said:
Ability to get upgrades every 1 year instead of every 2 years. That's about it.
Sent from my EVO
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Umm, absolutely not.
Hmmm
I've had my share of issues with the Sprint store where I live. Almost from the time I got the phone I was having issues with it and all they were willing to was a factory reset. They actually let me sit in the store for over an hour (with my two year old son) the last time I went. After we were both tired of sitting I got up and asked the tech about it. He told me "Oh yeah, well the screen is locked and I couldn't get into it" I was floored and pissed off. Someone could have asked me considering I told them I would wait. After that I decided it was time for me to figure it all out on my own.
mskeys2xx3 said:
I've had my share of issues with the Sprint store where I live. Almost from the time I got the phone I was having issues with it and all they were willing to was a factory reset. They actually let me sit in the store for over an hour (with my two year old son) the last time I went. After we were both tired of sitting I got up and asked the tech about it. He told me "Oh yeah, well the screen is locked and I couldn't get into it" I was floored and pissed off. Someone could have asked me considering I told them I would wait. After that I decided it was time for me to figure it all out on my own.
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Wow
Sent from my PC36100 using Tapatalk
mskeys2xx3 said:
I've had my share of issues with the Sprint store where I live. Almost from the time I got the phone I was having issues with it and all they were willing to was a factory reset. They actually let me sit in the store for over an hour (with my two year old son) the last time I went. After we were both tired of sitting I got up and asked the tech about it. He told me "Oh yeah, well the screen is locked and I couldn't get into it" I was floored and pissed off. Someone could have asked me considering I told them I would wait. After that I decided it was time for me to figure it all out on my own.
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We have data preservation sheets for that, which all customers are required to sign. It includes a place to draw your pattern lock or write down any other codes.
Well it would have been nice if someone had asked/told me that when they took my phone. I like just stop talking and give me my phone back before I am unable to control this urge to punch you in the face.