Consumers Speak: Sprint Nextel’s Shoddy Refurb Treos

Oz writes:

I have a business account with Sprint and every now and again, damage my equiptment – which results in a call to Lockline, there handset insurance contractor.

Lockline is cordial enough to deal with, however of the two warranty-covered repairs I have had in the past year and a half in both cases the refurbished handsets were defective. This occurred with both Palm Treo 600 and 650 handsets (of which I currently have the latter).

My current gripe is with the refurb 650 (on replacement #2) that still doesn’t work. Aside from the hassle of sending equipment back and being without a phone – Sprint hates to discount their service, when it’s beyond your control.

One would think that Sprint would be consumer-centric and work with you to credit lost cell time, when you were unable to use your phone due to faulty hardware. As of today, I have spent a good hour and a half on the phone, and am yet to try and get resolution for the 20 days during which the phone hasn’t been working.

They offered me a $15 credit on a base bill of $120 a month (with all services – of which I’ve only had the ability to text message)

The worst part about all of this is: try calling their business line ( I have a business account: which, gee should get some preferential treatment…) at 888-322-3961. Press 1 for wireless, 1 for sprint and then 1 for English – and you’ll be routed to a fax.

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  1. non-meat-stick says:

    There is no reason for your service provider to credit you for time lost because you damaged your phone. In the first sentannce you admit to damaging your equipment and then in this area:

    “My current gripe is with the refurb 650 (on replacement #2) that still doesn’t work. Asidefrom the hassel of sending equipment back and being without a phone – Sprint hates to discount their service, when it’s beyond your control.”

    you blame them for your faulty equipment. Don’t damage your phone and you won’t get a refurb.

    Also, I’m sure your description of “still doesn’t work” really helps them get down to the root of your problem.

    Q: What seems to be the problem with your phone Sir?

    A: It still doesn’t work

    Do you know how many fucking things that Treo can do? Also, do you know how many fucking business accounts they have?

  2. oldsmobuick says:

    i order my company’s treos (we have about 25 of them now, mostly 650s, but several 600s also) and the build quality seems to be really bad. even new out of the box we have had to send several back.

    the brokenness varies from non-working microphone to unfixable reset loops (not remedied by a hard reset) to soft reset-when placing-the-phone-down-on-a-hard-surface, etc.

    when one breaks, or gets broken, we get a refurb replacement. these refurbs are even more prone to non-workingness out of the box (or padded cardboard envelope as it were).

    does palm refurb in their own facilities or do they contract this work out to a less-accaountable third party?

    a class-action lawsuit in california was gathering steam a while back. it claimed the treo was rushed to market with several known problems. this is from the original gizmodo article:

    the treo 650 “suffered from extremely poor sound quality and buzzing, choppiness, speakerphone problems, poor and broken screens, phone crashes, software crashes and electrical surges. When Palm replaced phones in response to these problems they replicated the problems by providing consumers refurbished phones subject to identical issues.”

    see full article here:
    http://us.gizmodo.com/gadgets/pdas/palm-treo-class-action-