The first Evo I recieved at the All in one wireless store on Fire Rd. in Clifton Park NY.
This device a faulty earpiece. When when listening to calls, the earpiece rattles.
I called the store, and was told to come in and pick up a replacement device.
When I get to the store I'm told that because I didn't have insurance I would have to wait till a device can be mailed from the refurbish warehouse. When asked how long it would be to recive a new phone the store employee had no idea when that would be. I was then asked "why didn't you just pay the $7 for the insurance?" I said I was told insurance could add it at any time, but that is not the case. I waited a month and a half to get a refurbished device mailed to the store. When I pick it up I spend more than an hour with the store employee trying to move my contacts to the new device. After about an hour and a half, the store employee excused himself from any further assistance to wait on new customers, still unable to add my contacts from my broken phone.
Evo 2. After taking my second Evo home I found that it would not play videos. The error message "you cannot play that video. An error occured while playing." would display on 9 out of 10 videos. If a video did play it would only do so for a second then load.
Troubleshoot by Calling Tech support, using multipule browsers, battery pulled, wifi on/off, different video sites, and many different apps.
I called Tech support a number of times, and still was not able to play any videos. I called tech support again Friday jan 14th, and after over an hour I was still getting error msg when playing videos. The CSR said she would mail another refurbished device.
Evo 3. My third Evo arrived monday 17th It had a faulty earpiece, a crack at bottom of the phone, had a mark on the screen, and will not play videos. More problems than the device it was sent to replace...
I call Customer Care, and spend more than three hours on the phone being transfered to 9 different CSRs in tech, account services, and multipule device exchange department. Tech says they can't do anything. Moria in AS says i need to go to the store. She is argumentative, and interupts to transfer me back to tech. The last person I speak with says I have had three evos so i qualify for a shift, or an epic at the store. I ask if she can let the store know that, and she hangs up on me.
I then call the Clifton park fire rd. store and employee Jen tells me I can buy an Epic for $800, cancel my contract for $200, or "my best suggestion to you is to come back to this store, add another line to your account, buy another phone, and have your number transfered over to your new phone." I ask how much extra a month is it to add a second line and she says that would be a family plan. I ask how much would a family plan be a month. she says about $130. None of those options seem right. Epic retails for $5oo, to cancel is $180, and to add a second line because i have a faulty device seems like fraud.
Evo 3 Tuesday 18th I call Sprint Care and again I spend more than three hours on the phone. I explain whats going on, and Clarissa transferes me to excalations. She tells me If the Multipule Device Exchange dept. is out of stock I can get a different phone before she transfers me to excalations. Sandra in escalations says shes never heard of that, and will get MDE on the phone. She tells me Bill in MDE does not want to talk to me, and there are no evos in stock to send. I'm told that I need to go to a corporate repair shop, not a third party to get a new evo because they no longer send replacement devices from over the phone. I ask when that policy took effect and Sandra says a month ago. I let her know that I just got mailed a replaement last friday. She says that that employee will get in trouble. I let her know that I have been told so many different things while trying to get a phone that works, she should check with her superiors about what she is being told to advise customers because when she says that they no longer have the ability to send replacements over the phone and i need to go to a corporate repair shop, it sounds like she is misinforming the customer. Ultimately I'm told it is not a sprint problem, it is a problem with the phone. and they cannot send me a replacement I have to physically go to a corporate repair shop.
I end the call, and try the central ave location where Jamie tells me the only corporate store is in crossgates.
I call crossgates, and talk with Shela wojack. She tells me there is nothing they can do, that I have to take the phone to a corporate repair shop. I ask where the nearest CRS is, Boston MA i'm told. Call Executive help line and talk with Ms. Jones, she tells me the same thing, they cannot waive the ETF and can only send a refubished device.
I call back Sprint and ask for the cancelation department. This call is Another three hours wasted talking to argumentative, rude employees that all either misinform me or simply say I can't do anything, let me transfer you to someone that can help. (Gailey) in cancalations will not waive the ETF because I have options. I ask what those options are and she tells me i can still go to the store or the manufacturer. I tell her I've gone to the store and they did not provide a solution to my problem, only misinformed me about costs, and said i should add another line. She then says I can still go to the manufacturer. I state I have no reason to go to HTC. She says it is not a sprint problem, I have been provided the service that sprint agreed to provide, i just have not been able to access the service due to a fualty device. I remind her three faulty devices over months now. She says the only thing she can do is transfer me to HTC. I tell her when I bought the phone, the store had a sprint logo on the door, the kid behind the counter had a sprint shirt on, and I signed a sprint contract. At no time did I enter a relationsship with HTC, sprint did and then provided that phone to me. She is upset at this point and just transfers me to Mike at HTC hardware.
45 minutes in, I explain to mike the problems i've been having and that I don't ubderstand why I'm talking to him. Mikes response "your right, I don't know why they transfered you to me. At no time in history has anyone bought a phone from HTC. People have called and would like to, but we can't. We are under contract and can only sell them to sprint." as far as the phone not playing videos mike transfers me to Tiffiny in software. I explain to Tiffiny what is going on, and she can only send me a refurbished device, but will get me back to sprint, and try to ask the CSR to do something better for me. From Tiffany, I get Ryan, who after I explain what is going on transfers me to a supervisor Ashley. I explain to Ashley what is going on, and she tells me there is nothing that she can do and transfers me to account services. There I get Teresa, I explain to her hwat is going on, and she tells me that I need to go to the store. I her that I have, and what their options were. She asks me to plaese hold while she escalates my call. From there I get (Lin) in cancelations. He states they will never waive the ETF. I ask who do i need to talk to to get the ETF waived and he tells me "nobody, you've talked to executive help, and me, and there is no one else." So I ask who his boss is. Lin tells me David Ates is his boss but "David is not going to say anything different and will put me back on the phone with me." Lin will have David call me back next day during business hours. David Never called...
Evo 3 Wed. 19th Left msg with anthony at central ave to have the owner greg call me. Susan at glen st orders a new device.
EVO 4. Thurs. 20th Replacement device in store still does not play videos, and has gap between the screen and case at the bottom. Over one hour on the phone with tech support with techs, and supervisors. In store employees frustrated by getting runaround, and being argued with by sprint care on the phone. Susan tells the CSR, "I am the store tech manager, the customer is in the store with me now. You are telling me to do something and I don't know what you are talking about, now if you want me to do something and tell me how i'll be happy to." Susan will call "Rath" and ask if there is anything he can think of to do.
Friday 21st call executive line and leave message with michael about not getting working phone.
Sat. 22nd Back instore at glen street for another 1 1/2 hours. Still unable to play videos, and told to come back if we can help you with anything else.
Monday 24th Spoke with Veronica at Executive help line. She will email ms jones, and supervisor that still no working phone.
Tuesday 25. Ms Jones states a email has been sent to the general manager of my district about my problem, and will wait to hear back from him. will not be in the office on wed, but will call me back on thursday.
Wed. 26 call sprint care to ask if i can get a copy of my contract as Lin, told me that i should read the black and white when I asked if sprint was in breach of my contract. Sprint can only tell me when my contract is up, and will not provide a copy of the contract. I ask If i don't have a copy, and sprint cannot provide a copy, does it exist? CSR tells me they will research that can get back to me.
Thursday 26th. No call back from Ms. Jones.
Friday 27th Jones says no email reply. She will call me back monday.
Monday 31st I don't hear from Jones by 4pm so I call her. She says guy they emailed is no longer responsible for the Glen st store and that is why it has taken so long. John Moleson is the indirect sales mgr. now. She emailed him this morning, and he emailed back and CCed a couple of people that they were going to look into it and have someone reach out to me.
I recieve a call from a Rathana Yen. provides his email for me to send links to sites i am trying to view videos. He says that they will send me a new evo to correct the hardware issue, but it sounds like viewing videos is a software issue. That he will write a report and send it to htc. Hopefuly if enough customers complain about the issue htc will create a patch or fix it somehow. Rath says he will call me back tuesday 1st at 5pm
Ms jones leaves a voicemail message that she was advised a loyde brown will be handleing my issue, he will come up with a resolution.
EVO #5 Tuesday feb 1st: Call sprint store, 5th evo not arrived. Sue at store calls back, it did arrive, but Bob didn't know where to look.
Got home and unable to activate phone. Call sprint care and Theresa is unable to activate over the phone. "Wow" and "Oh, great..." are not words you want to hear while activating a new device. Transfered to Tanisha in tech support. after over an hour on the phone, updating msid, and meid. phone is activated, and able to make calls and connect to mobile network.
The phone has the same gap between the screen and case. I advise Tanisha, and she suggests taking it back to the store as if there is a gap, then dust can get into the phone that will cause problems down the line. I let her know this is my fifth phone, not sure if i want to take it back for a sixth. I call Rathana Yem, and leave a voice mail about issue with this evo.
Wed. feb 2nd: Rathana emails me, and we have a few exchanges. He forwards a circulation in the company about the streaming media problem, and he will make an attempt but does not know if it will correct my problem. He remote accesses my phone to update my PRL. After an hour I try a few sites and apps but am still not able to stream any media. I email back, and never get a reply. Sprint circulation:
Issue Title:
HTC EVO 4G (A9292) - UPDATED 2-1-2011: Streaming multimedia applications receiving errors on software version 3.70.651.1
Posted Date: 1/3/2011
Issue Type:
Known Issue
Description:
PRIORITY UPDATE: As of 2/1/2011, it has been identified that any customers still experiencing an issue with streaming media will require another OMA trigger per the Action steps provided in this KI. Impacted applications may include Sprint TV, or any applications that stream live content.
After updating to software version 3.70.651.1, customers may notice that some applications from Google Market which utilize streaming multimedia may be experiencing errors that prevent streaming content. Examples of some impacted applications are: Rdio, NPR, Rhapsody, Aonline Radio, MOG, and Sirius.
Thursday the 3rd. I call the executive hotline to update ms jones. I'm told they will forward this to Loyde Brown again.
At this point, more than six months after purchase, I have had five Evos that are faulty, and no resolution to the matter. I have a year and a half left on my contract that Sprint. They will not waive the ETF becuase they can "still send me a replacement device."
