yashsingh1/xdaforums huggingface dataset:
[HTC EVO 3D] Product F(RED):
Got kicked back to the main menu AGAIN. WTF is wrong with their system? OK no more mister nice guy.
[HTC EVO 3D] nate420:
Happened to me like 3 times.. ****ty CSR

sent from anything but an iPhone
[HTC EVO 3D] Dreddge:
LMFAO. All this is happening in a thread called "Absolutely fantastic customer service from Sprint!"
[HTC EVO 3D] nate420:
Just threaten to cancel service and demand to speak to a manager..

I had one rep say she was the manager... (sorry but when you call in and the first person you speak too... It's not a manager) I laughed so loud and Hung up 30 mins later I call back and poof all my problems where fixed..

With any customer service call center its a hit or miss with good reps

I would know I worked for one for 2 years and would often transfer pissy customers to our Russian hotline number.. opps

sent from anything but an iPhone
[HTC EVO 3D] arvinsheet:
I'm preetty sure they won't allow you. Even if you threat to cancel. The guys who were granted an early upgrade are already eligible before they split the premier. They are just giving back what they already have.
[HTC EVO 3D] Product F(RED):
Didn't work. They said it's not possible. This isn't fair, the stupid f*cking Premier split. The employee accounts lady said the only way anyone else in my situation could have been granted the upgrade is if their date was like in July or earlier. WTF, that's retarded. My date would have been August 1st, but they let you upgrade 2 weeks early, which would have made it July. That's not fair at ALL.
[HTC EVO 3D] kcodya:
I'm on an employee referral plan, not even eligible for Premiere, and they moved my date up. Keep trying.
[HTC EVO 3D] rollrsk8ter:
That's not true.. I got what I already had on my primary line 1 month ago because of the split in premier status , but yesterday I called and got the early upgrade on another line that was not be eligible until Nov 2011.
[HTC EVO 3D] Product F(RED):
5th time calling. Still no. Trying a supervisor.
[HTC EVO 3D] Dreddge:
Dude, hopefully you will get it worked out. I'd like to see you migrate over to the 3d forums. I know you from the EVO forums. Keep plugging away.
[HTC EVO 3D] Product F(RED):
I tried 5 different reps plus a supervisor. All of them say I can't do anything until August...
[HTC EVO 3D] Dreddge:
Well, thats not terrible. Just a couple of months. It could be worse I guess. I know it pisses you off though. Sorry to hear it.
[HTC EVO 3D] kerms:
Ask them if you can buy out the rest of your contract, shouldnt be much since you are so close to the end date, that will reset your eligibility. Might be like $20.
[HTC EVO 3D] novanosis85:
No means No.

2 months away is not bad. I had an upgrade till next may.
[HTC EVO 3D] rockypr:
What was the last time you use your full upgrade?
[HTC EVO 3D] xlGmanlx:
Just got the wife's phone upgraded as well, sorry for all the folks who didn't get it done.
[HTC EVO 3D] Impulses:
I just called and said I wanted to inquire about the ETF associated with my contract, because there had been a coupe of changes to my plan features that I wasn't thrilled with... Just being honest really, I said I was just weighing my options at the moment; didn't say I was thinking of canceling, which I'm not, Sprint's still the best deal imo. I switched to Sprint last year the day the EVO came out (June 4 IIRC), and I wouldn't dream of going back to AT&T after all the data caps and stuff they've implemented.

Karla, the nice service rep, asked about specifics so I told her that I was looking forward to upgrade my phone this year but apparently because of the Premier changes I wouldn't be able to, also told her about the very real signal problems I have at home (only place I have signal issues besides the occasional big building), the fact that the Google Voice integration never went live in Puerto Rico, and the fact that they're raising insurance / TEP costs by a dollar.

Anyway, long story short, she gave me the full upgrade right away (said it'd take up to 2 hours to show) and they're sending me a free Airave, so I'm a happy camper. She also told me to text "handset" to the # 1311 to check the status of my upgrade, I guess it beats going thru the site to do it.

Regarding the insurance she said two interesting things... First, the rate change will be effective July 24 according to the letter I got but I could've swore she said end of this month. Either way, she said if you upgrade BEFORE it changes, or don't upgrade at all, then you keep paying the same $7. Frankly I could care less about the $1 price hike but there you go. The second thing she told me is that if you want the Asurion lost/stolen insurance you have to pay the whole TEP.
[HTC EVO 3D] Impulses:
I was always under the impression that the repair (ESRP) and replacement (ERP) components of the TEP insurance were each available separately and you could choose either or both (TEP), but she told me that the replacement option requires the repair/service option as well. Did this change at some point or was the service rep just confused?

I was always planning on downgrading to just the ERP eventually... I'm very careful with my phone so I was mostly concerned with having it stolen or lost. I guess since I'm getting the EVO 3D I might as well leave it as is for a few months, not like I'd save a ton anyway ($36/year). When I tried to check this out online it wasn't clear and the only option I see is to cancel TEP.

The fine print on the letter I got does say "ERP and ESRP are each available separately.", so I'm confused.
[HTC EVO 3D] Impulses:
Also, to those of you planning to trade-in your EVO 4G for $150... Do we have to do it at the same time as purchasing the 3D or can it be done say, a coupe days later? I ask because if possible I'd like to order my EVO 3D online (easier, no activation fee) but I'd rather do the trade-in at a store (instant account credit).
[HTC EVO 3D] SayWhat10:
man im upset

im reading ALL these sucess stories but i cannot get my line bumped up

i have a full upgrade due sept 1,2011

wanted it bumped up to now to get the evo 3d

she said i'd have to wait, and on top of that she said most likely the phone wont be released on the 24th of june

I told her its on sprints site and they sent email and online retatilors like amazon say the 24th

She was like i have to wait, phone wont even be out this month for her to bump my upgrade

so blown

mad at yall for getting the easy going operators
[HTC EVO 3D] Impulses:
That's weird, the rep I got did ask if this was the first time I called regarding my ETF inquiry (yes), once I talked about the upgrade she just said "we can help you with that" in a very matter-of-fact way tho. I had called the main CS line previously regarding the Airave and was told it was $5/month, but at this number she just said it's free of charge.

Are those of you getting denied actually calling the retentions department? (# in the original post) They answer like immediately, I think it only rang once before they picked up for me.
[HTC EVO 3D] novanosis85:
Sept 2011?

Jeez. I had to wait till may 2012.

I was not going to call if I had an upgrade in 3 months.

So greedy....
[HTC EVO 3D] SayWhat10:
not trying to pay $550 for a phone
[HTC EVO 3D] novanosis85:
3 months>12 months

Just wait.
[HTC EVO 3D] Impulses:
Didn't even take more than 1.5 hours for my upgrade change to reflect online btw. I'm not rubbing it in, just mentioning it for those that were granted the upgrade but aren't seeing it, apparently it doesn't take long at all to process if done correctly by the rep.
[HTC EVO 3D] Product F(RED):
I never used an upgrade. August will be my first year with Sprint, also when I got my Evo. If they didn't change Premier, I would have been eligible for a full upgrade this August. They keep saying they can't change anything, while they obviously have no problem doing it for other people. It's really pissing me off. First they change on of the reasons I CAME to Sprint, then there's the issue of no service inside my house (I had an Airave, but my connection is too slow to use it on, I'm waiting for FIOS in my area), and then there were months of useless data speeds that they credited me 1 month's bill for, and it was only for the main line (there are 4 lines total).
[HTC EVO 3D] rockypr:
Well that is the reason why they are not giving you the upgrade, becuase you don't even has one year with Sprint, you first need the 75$ first year of the contract and then you can call them.

I tell you this becuase I have 3 lines and they give me only 1 upgrade becuase I used one on December and in the other line doesn't has one year activated, so you need to wait. The true story for you is That!
[HTC EVO 3D] rockypr:
Also forget about the changes of Premier or whatever, they will give you the upgrade becuase they need that for you to stay with Them, only thing is that you have to wait until AUGUST and they will give it to you
[HTC EVO 3D] xlGmanlx:
i hit my one year with sprint and i was able to not only get the primary line upgraded but my wife's too on the family plan, we can get new phones as soon as monday.
[HTC EVO 3D] Product F(RED):
The problem is I put in the preorder for the phone and the store will hold it up to 2 weeks for me. But I'm cool with the manager so I'll see if he can give me a discount or something. At least if I pay the full price of the phone and I decide I want the Photon 4G/Galaxy S II, I can use that upgrade to get it.
[HTC EVO 3D] rockypr:
If you paid the full price you are a Free Man with an EVO 3D, also yes in August you can use your upgrade to get another phone.
[HTC EVO 3D] Product F(RED):
The two things drawing me to the Photon 4G are the GSM support and the Tegra 2. Even if the Evo 3D turns out to be faster (the Sensation is actually slower than a Tegra 2 in terms of graphics), the Tegra II is a platform that games and apps can be optimized for. What's pushing me away is the fact that it might come locked down (Motorola said Yes, then No, then Yes, so idk) and the dev community is going towards the Evo 3D, plus I like HTC's build quality. But in terms of performance, look at this Tegra 2-optimized game running on a G2X. 55-60 FPS:

http://www.engadget.com/2011/06/09/madfinger-demos-and-dishes-details-on-its-forthcoming-shadowgun/
[HTC EVO 3D] dan0412:
Same here...I called twice, no dice since I am not even 1 yr into my contract.
[HTC EVO 3D] Product F(RED):
I think I'm just gonna pay the full price. Amazon says it's $469.99 off contract, which isn't so bad considering the Evo is $450 off contract. At least that way if I'm not excited by it, I still have my upgrade so I get the Photon/GSII.
[HTC EVO 3D] YoungSinema:
Not true. This August would mark my first full year with Sprint, and I called back in May and still got the upgrade. It only took me one call, but if I were you I'll just keep calling them.
[HTC EVO 3D] Dreddge:
Not when it comes to customer service. Call 10 times get 10 different answers. Sometimes no means "im too lazy to try"

Sent from the bowels of my mind....
[HTC EVO 3D] Dreddge:
God, I almost want to call for you and try. I always get my way with customer service. Sorry to say, sometimes you have to be just a little rude.

Sent from the bowels of my mind....
[HTC EVO 3D] weztcoazt:
Yeah its a no go for me either. All well ill wait three months cuz I upped the plan so I can get the yearly upgrades since new phones come out on a daily basis...worth the shot tho
[HTC EVO 3D] tenaciousj:
For you guys getting the upgrade applied... Do you know if I can get this done now but wait and use it for when the Samsung Within comes out?
[HTC EVO 3D] aimbdd:
Maybe... first 4 times I called they said they couldn't put the upgrade on my account untill the day I was buying the phone. The 5th Rep put it on for me no questions asked. So I now have an upgrade till whenever I decide to use it.
[HTC EVO 3D] davec1234:
They took care of mine last week and dated it 6-1. Said I can use it anytime.

Note: I lost my upgrade 4-1, which means they just gave me back what I should have had anyway. Had I not called my upgrade wouldn't have been until this December.
[HTC EVO 3D] rdcrds:
If you had chat added it i would check it to make 100% sure.I asked echat last night if i could extend the contract of any of my lines to help offset the phones i was going to buy.

She then asked me for the numbers i was going to upgrade and here is what she said.

06/10/2011 07:33:32PM	xxxxxxxxx: "I am going to upgrade 3 lines for the evo 3d in 2 weeks.I already have a 370$ bill with 11 lines of service.This will set me back a lot.Anyway i can extend the contract 2 years on any of the lines to help offset the extra cost"

06/10/2011 07:34:28PM	Agent (Sloan V.): "I will help you. Please hold a moment while I access your account."

06/10/2011 07:34:36PM	xxxxxxxx: "ok"

06/10/2011 07:35:33PM	Agent (Sloan V.): "Please let me know the lines that you wish to upgrade."

06/10/2011 07:36:48PM	xxxxxxx: "Well i am going to upgrade the *********7 and the ******2 and most likely the *********1 number"

06/10/2011 07:37:10PM	xxxxxxx: "those are the only ones that can use the evo 3d"

06/10/2011 07:37:44PM	xxxxxxxx: "i do have other lines i can use but those are the ones that will use the phones"

06/10/2011 07:38:55PM	Agent (Sloan V.): "Please allow me a few moments to check the details."

06/10/2011 07:39:06PM	xxxxxxx: "np"

06/10/2011 07:41:37PM	Agent (Sloan V.): "I have checked the details and noticed that none of your line is eligible for upgrade as of now. So, you will need to pay the regular price of the phone if you upgrade the phones."

ALL 3 LINES ARE UPGRADE READY LOL WHAT A IDIOT REP..This rep needs to lose her/his job all my lines are listed on my page as $150 but she had no clue cause i then called up and was told by account services that they are there.So always good to check and be 100%.
[HTC EVO 3D] firmbiz94:
Yes you can use it whenever you want..she told me the upgrade will be there until I use it..so if u don't use it on the 3d it will be there for whatever phone u want
[HTC EVO 3D] Mje2004:
It Worked!

This was my 3rd attempt to get upgrades for two lines on my account. On both previous calls the reps stated that I could only receive a full early upgrade on the main line on my account for premier membership adjustment through the end of June. I was also told repeatedly that the only way for me to receive that early upgrade was to call in and purchase a phone through telesales before the end of June. Well, I wanted an upgrade for two lines on my account and I wanted to be able to use the upgrades when I saw fit. No Luck.

Today, I called the number at the beginning of this thread and the rep told me that they usually don't due this, but he is going to go ahead and reinstate full upgrades on the two phones (out of 4) on my account! Perfect! And I can use them when ever I want. He did finish by telling me that from now on I will have to wait the full 22 month upgrade period. Awesome customer service!:D

FYI both phone I wanted upgraded were already over one year into their contracts and were both eligible for $75 upgrades.
[HTC EVO 3D] Whosdaman:
this is the best find ever. thank you :)

this is something i cant even do

EDIT: He even changed my TEP to $4 per month per line on all 4 lines!
[HTC EVO 3D] J3ff:
Didn't work for me :(
[HTC EVO 3D] Cubfan99:
I have a friend who is a manager at a Sprint store. She says that this upgrade is being offered for one time only for Premium Silver folks who lost Gold status. They have to upgrade by the end of June. Those of you thinking of holding out for another phone may find yourselves out of luck.
[HTC EVO 3D] novanosis85:
I was told I won't lose the reset upgrade. So which is it home boy?
[HTC EVO 3D] Mje2004:
Premium Adjustment Upgrade Vs Regular Full Upgrade

If you are doing the premium membership adjustment full upgrade then you have to upgrade by calling telesales prior to the end of June. If you don't then it is no longer valid.

I was going to do that until I called the phone number at the beginning of this thread and I received a full upgrade on my account for two lines. Not the premium membership adjustment. I can use them when I feel like it.

The premium membership adjustment upgrade won't show up on your sprint account online. That is why you have to use it through telesales only.
[HTC EVO 3D] rdcrds:
Been with sprint 11 years i most likely know more then half that work there.Once you get a upgrade reset it is reset till to use it.End of story move on.
[HTC EVO 3D] aimbdd:
The poster above is correct. Different people are getting different things. The over ride for silver is temporary and you can only use it until the end of june. Other people are just getting full upgrades added to their accounts, which you wont lose.
[HTC EVO 3D] Mje2004:
The premium member adjustment upgrade is not an upgrade reset. It is being offered temporarily through telesales only. Ends after June.
[HTC EVO 3D] nfaust01:
My experience after calling a few times.

Call #1

Sorry we cannot do anything.

Call#2

No problem we can give line 1 a full upgrade that already has a partial upgrade.

Call #3

Sorry we cannot upgrade line 2 that already has a partial upgrade but here is a 50 dollar credit on your next bill if you renew your contract... OK sure thanks.

Call #4

Sorry we cannot upgrade line 2 that already has a partial upgrade but let me check other options. Good news i found someone who will give line 2 a full upgrade. Awesome thanks.

So all in all i still have the $50 credit so by trading in both Evo's i essentially get one for free. BTW i have 4 lines and am a Silver Premier status.

So if at first you dont succeed call back.
[HTC EVO 3D] BigRick10:
Wrong. Once a upgrade is reset it sticks. I have confirmed this with multiple people and our regional manager for Sprint.
[HTC EVO 3D] Product F(RED):
What the hell, I spoke to 5 different people, and nobody could tell me that? They all told me that I have to wait until August before they can do anything.
[HTC EVO 3D] Mje2004:
I'm not wrong. Again...the premier membership adjustment upgrade is NOT AN UPGRADE RESET. It's temporary.

You are correct if you are speaking about a traditional upgrade reset. My post is clear enough to distinguish which kind I'm talking about.
[HTC EVO 3D] Product F(RED):
You're right. It's called a Tier Override, as in they will temporarily upgrade your membership to Gold. It's temporary because the system will kick you back down at the end of the month when it sees your bill doesn't match the requirements for Gold.
[HTC EVO 3D] BigRick10:
Ok I guess we will see who's wrong come July.
[HTC EVO 3D] Cubfan99:
Roll the dice. I want the 3d, so I'm golden. Good luck.
[HTC EVO 3D] Mje2004:
If your account reflects a $150 upgrade then they gave you a regular upgrade reset. Of course it won't disappear in July.

You can only get the premier override through telesales in real time through June.

There is no way to prove it unless you call in July and ask for the premier override and they tell you it ended in June.
[HTC EVO 3D] BigRick10:
I understand that and to my understanding that is what everyone is getting. Your account will reflect a 150 discount within 24-48 hrs. (Some say they notice it within a couple hours) But like you said. If your account shows a full upgrade now then that upgrade sticks.
[HTC EVO 3D] A.Priori:
the chaos is grand, isn't it?
[HTC EVO 3D] tizocalamilla:
im totally confused ok here is my deal... i just started my service with sprint in march so is there any way to get the ev03d at the promtional price? if so how?
[HTC EVO 3D] YoungSinema:
Call the number and do what everybody has been saying to do in this thread.
[HTC EVO 3D] 063_XOBX:
If you just joined in march, you're not getting an upgrade from Sprint. I hate to be blunt but its the truth.
[HTC EVO 3D] nuggyunlimited:
Hey I had my contract for 10 months and some days. It will make my first year with sprint in about 45 days. Would I be about to do this full upgrade? I'm also a premium silver customer if that's any help I have that two line limit since I'm still within one year I want to add two more lines and but to evo 3d's at the upgrade $199 price and would I be able to get the $150 discount off the two lines that I currently have???? Did anyone with a situation like mines try? I would really appreciate hearing about your experience.
[HTC EVO 3D] nuggyunlimited:
How did you get four lines in the first year?
[HTC EVO 3D] iSaint:
http://xdaforums.com/showpost.php?p=14642594&postcount=28

I believe he was silver also ... so it's worth a try also you can try multiple times...
[HTC EVO 3D] aimbdd:
I love all the confusion. Some people are just getting lucky with nice reps and getting full upgrades. (Not what they are supposed to be doing) it took me 4 calls before they gave me a real upgrade... but I got it.
[HTC EVO 3D] Whosdaman:
Everyone you called, when they asked if you have called in before what did you say?
[HTC EVO 3D] robnelle:
OK i'm confused (what else is new). How can we as customers tell the difference between the two so we know what we have received?
[HTC EVO 3D] 4 Door Skyline:
Sweet it worked first time, got a real nice lady and she asked no questions. Thanks for the heads up!
[HTC EVO 3D] tenaciousj:
Worked for me. Got 294 days left before I would be eligible for $150. Called up and talked to some women who was very nice, told her what I was wanting to do and she said no problem and that she thinks the Evo 3D is going to be a great phone and shes excited for it, not that I plan on getting a 3D, I just wanted it for the Within. Took about 3-4 minutes total.
[HTC EVO 3D] aronslusa:
GRRRR!!! lol

I've had three successful resets on our plan... I just can't get MY line reset lol.

Its not early eligible until July, and nobody seems to know when this promotion runs until so I may be stuck with the NS4G :( lol

Now past two times they've asked:

--"Have you called within the past seven days about this issue?"

"Uhhh no, not about this line"

--"Ok well lets see what we can do for you."

Looks like I get to call again in 8 days! lol

OP and everyone else in here that gave help, ya'll rock!

EDIT::: Does anyone know if/ how it shows up in their system when we call?
[HTC EVO 3D] Product F(RED):
No idea. My father pays for the service, although he's not on the account. I'm the primary line. We just ported all of them from AT&T last August.

-----------------------

Here's why I'm confused. Some people are saying "OMG It hasn't even been a year and they STILL gave me the upgrade reset! YAYYY I <3 YOU SPRINT!", while other people, like me, even after a million phone calls, are being told "Sorry, you have to wait until ____________ before we can do anything". Why are they suddenly able to do it for people who haven't hit 1 year yet and not for others?
[HTC EVO 3D] Axe-08:
sounds like they are cracking down. But its not really cracking down when they dont need to give you an upgrade. Even though you are calling the customer retention line or whatever you call it. I just asked for my upgrade status. And they said they would reset it.

Sent from my HTC evo
[HTC EVO 3D] hamiltoes:
I just called and got my upgrade reset in about 2 minutes. I just answered a few security questions and he reset it. I will get a call back confirming in a few days and I'll be eligible for an upgrade tomorrow.
[HTC EVO 3D] steviee7:
thats it? i just called and i asked about it and he said my line was avalible for the full upgrade in three months and if i wanted it now it would be 25$s to etf out and i asked if that was the only thing he could do and he said that was it