This should hopefully be the last post about my TP-TP2 saga. Here is the new scoop. If you have been following the other post in this series you will know that I was able to get an order in last Friday and my TP2 should have been here Monday. Well of course that did not happen because that would have been too easy and made too much sense but I did end up getting the issue resolved and here is how.
So Monday came and I was anxiously awaiting the arrival of my TP2. The rep on Friday gave me an order number and warehouse number but no tracking number, so I decided to give Sprint a call to retrieve this information. I got through and read off my order number and they replied by giving me the tracking number. Everything is good so far…
While still on the phone, I checked the package via UPS and noticed they shipped it to the wrong address (ad expletive here!). So now I am starting to get upset. I previously changed my address 3 times with Sprint but each and every time for some reason the system would not save the change. I even went out the way on Friday when the order was placed to verify where the phone was going to be sent and I was told Colorado, but of course it ended up in Indiana.
So I explained to the rep that the phone is in the wrong state and is in transit to a house I no longer live in. After some back and forth talking with me and the rep I was transferred to multiple departments before they could figure out what to do. I ended speaking with a rep in the Multiple Exchange department and they called UPS to intercept the package before it was delivered. Now that that disaster was averted I thought everything would be fine. Well that was until the rep happened to mention that the package in question was actually a TP instead of a TP2. That was the straw that broke the camel’s back!
He tells me that all he could do is call me the next day after they verified the package was back in the warehouse and then place an order for a new phone. I tried to tell him how difficult this would be seeing how I had to wait 2 weeks to order the last one and I am sure it will not be in stock. The rep apologized a few times then promised to call the next day and ends the call. That entire process took 57 minutes.
So after I hung up, I began to think about everything that just transpired and how the rep lied to me when she said she was ordering a TP2. I started to get very angry and decided I could not wait till the next day to hear from the rep and called Sprint back. Well, I ended up getting the run around for 2 hours and 17 minutes. I was hung up on at least twice and talked with every major department, yet to no avail. No matter the lengthy notes on my account detailing the situation, they all acted as if there was nothing that could be done about ordering a TP2 and I was offered many far less comparable models which I of course declined.
I finally decided that this was getting me nowhere and decided to go to a local repair center. I explained everything I just went through with the store manager and he apologized and directed me to the repair tech. I gave the list of things wrong with the phone and they took it and told me to return in 45 min.
Upon me getting back to pick up my phone, the person at the counter said the repair tech would like to speak with me. She came out and told me that they were having a lot of trouble with the Touch Pro and I could get it replace with another phone. She read the phones off the WEL list excluding the TP2. I stopped her halfway through her speech and informed her that I knew which phones were available for replacement. I told her my story about the rep that was supposed to order the TP2 in the first place and the nightmare I had gone through all day. She then said she would be right back and went into the back room.
When she came back, she had a sheet of paper in her hand. She said she just put in a priority 5 replacement order in for the TP2. The paper she handed me verified this and said it would be in store in a few days. She apologized for everything I had been through and said she did it too keep me as a customer because she saw how pissed I was. I thanked her then went on my marry way!
So my priority 4 TP2 that was not ordered on Friday as the rep told me over the phone ended up turning into a priority 5 NIB after a long drawn out battle with Sprint over the phone. I think it was worth it in my honest opinion.
Related posts:
