yashsingh1/xdaforums huggingface dataset:
[Sprint HTC EVO 4G LTE] Wirefly_Kim:
I understand and I am sorry that our agents provided confusing information to you or anyone who is a customer of Wirefly's. As for us telling people last week that the phones were "en route" that was the information that we were given by Sprint. We are working very hard to make sure that all of our customer service agents are provided with the most up to date information regarding this phone and the information surrounding the launch.

I will pass on your feedback to upper management as part of our take aways from this phone launch. Let me know if there is anything I can do to assist you with your order or any other questions/issues I can assist you with.

---------- Post added at 08:37 PM ---------- Previous post was at 08:35 PM ----------

Correct, we are having a special saturday pick up for this phone shipment tomorrow. We want to start getting these phones out to our customers as soon as possible. :)
[Sprint HTC EVO 4G LTE] Clock190:
Aaaah, see... that makes a difference. I'm becoming increasingly sympathetic now that stuff like this is coming to light. Thanks again, Kim.
[Sprint HTC EVO 4G LTE] Wirefly_Kim:
You are most welcome! :)
[Sprint HTC EVO 4G LTE] SDRaver:
Dear Kim,

Is wirefly the same as ACN wireless? They are both simplexity. Thats whos sending me my phone
[Sprint HTC EVO 4G LTE] msolis03:
Kim:

Will we get charged $400 if we do an ESN change.
[Sprint HTC EVO 4G LTE] compneo:
So, I take it that there could still be a possibility of some pre- orders not being filled within the first two shipments, causing delay of two more weeks (or greater) to those possibly affected. I am basing this on WF not knowing the unit amounts for any shipments. Is that correct?
[Sprint HTC EVO 4G LTE] Wirefly_Kim:
Simplexity is the parent company that owns Wirefly, and they are partnered with ACN to fulfill and manage their wireless phone orders. So we arent the same company, but our orders are fulfilled through the same distribution center. If you have specific questions about your order, please PM me the order number, and I will be happy to have a customer service manager help you with it.
[Sprint HTC EVO 4G LTE] connartist:
Thanks Kim for joining us and trying to answer some of our questions. This is greatly appreciated! I have a quick one myself. If my phones breaks within the first 181 days and HTC or sprint decide to replace it(new ESN) will I be charged $400. Thanks
[Sprint HTC EVO 4G LTE] Wirefly_Kim:
It sounds like you are talking about swapping lines after you purchase and activate the phone (buddy upgrade) and I would not recommend that you do that, as it would be considered a violation of our purchase terms. The carrier pays us a commission based on the activation of the equipment that we sell, and that activation is tied into the ESN. You can read our purchase terms here: http://www.wirefly.com/about/purchaseterms/

Let me know if you have any other questions.:)
[Sprint HTC EVO 4G LTE] Digital Dre:
I called one of the local BB stores who showed the HTC EVO 4G LTE in stock and was told if I came in tonight to reserve a phone I would be able to pick it Saturday so see ya wirefly and I opened up a slot for one of the remaining wirefly refugees good luck

peace
[Sprint HTC EVO 4G LTE] darwin619:
The only thing retarded in this entire thread has been you. I never said wirefly was to blame for everything. Let me recap what I have said in a list format so that you don't get a headache trying to follow what someone has ACTUALLY said. I said: they made a choice to pander to sprint rather than the customer, they lacked communication skills, they failed to train their csr staff, and they either failed to gather information from sprint or decided not to deliver that information to the customer.

I know your response will be to defend a large company you clearly have no ties to (/sarcasm), by setting up a straw man argument. I'm sure you lack the brain cells to realize that is what you are doing, so let me explain. You pick out a small phrase from an entire post and then attack it for being something entirely different. You don't even take it out of context. If someone says wirefly communication sucks, you attack that person for saying wirefly is completely at fault. This is an argumentative tactic that makes you look like a retard to anyone with an iq greater than that of a your average wf csr.

I can't wait to see you attack this post for claiming Obama caused the shortage or something. If you have an argument (and you don't) stop trying to distract from people's points, and actually argue against them.

Now, as to the ridiculous comparison you made between the occasional internet shopper and the people that sought out a non-advertised preorder: are you really this dumb? My mom shops on Amazon every now and then like just about everyone else on the planet. She does not go crawling forums to discover the next cutting edge phone that hasn't been advertised heavily, and then search deal sites to find a non-advertised friends and family price.

The target market for this phone and this promotion from this retailer is a tech savvy consumer.

Even if you do argue that the average person may have partaken in this deal (and I'm sure there were many that did), the one universal about people is that we are impatient and we don't like to be F**ked with. WF violated consumers on both fronts. The average joe that happened to accidentally preorder a cutting edge phone, on a non-advertised version of an inter retail site, with a different url would still be pissed off about this.

In case you missed it, I'm being mostly sarcastic and I'm frankly surprised you can tie your shoes in the morning let alone troll everyone in this thread.
[Sprint HTC EVO 4G LTE] andrusk:
That's a very long winded way of saying yes. Which is precisely the reason I cancelled my order through Wirefly and went to Wal-Mart, they have no such silly stipulation.
[Sprint HTC EVO 4G LTE] blkswanpres:
As was stated earlier in this post they only relayed the information given to them by Sprint, and as Sprint gave it to them. They are a 3rd party retailer, they have to pander to Sprint, if they don't then they will no longer be able to sell their phones. I agree that their CSR's should be better informed, but Sprint was playing this close to the belt. I personally think that its a little silly getting bent out of shape over a situation that is not our fault, or Wirefly's fault. This is the first time to my knowledge that a phone has been held in customs in such a way. The phone was in customs when Sprint set the May 18th release day and they didn't say anything. Then when some of the phones were released Sprint made the decision to ship their preorders and to some partners first. Still not Wirefly's fault. I would also like to bring up that Wirefly is also the first company to mention this delay, and we are still in the two to three weeks that the estimated on their order page. So besides a little bad information I don't see how Wirefly is in the wrong. On top of that they are giving everyone free next business day shipping, at their expense, and free Bluetooth headsets and gel cases to some, at their expense. They are doing this to make of for a problem that they did not cause or have any control of, and let you know about soon after you ordered. I think they are a class act. I will enjoy my three $119.99 phones, my case and my Bluetooth.

---------- Post added at 05:02 PM ---------- Previous post was at 05:01 PM ----------

Are you sure Walmart doesn't? I have heard they did in the past?
[Sprint HTC EVO 4G LTE] Wirefly_Kim:
Hi! In cases where the equipment is exchanged due to being defective, or an insurance/device protection issue, or for a warranty claim, you should not have any problems with us charging the $400 Instant Savings Discount.

Let me know if there is anything else I can help with.:)
[Sprint HTC EVO 4G LTE] msolis03:
Okay so even if I keep the phone in my Family plan but with a different number it is still considered a violation right?
[Sprint HTC EVO 4G LTE] Wirefly_Kim:
Sadly yes. That is called a Buddy Upgrade, and Sprint does not allow us to process those. So if a customer does it through Sprint, after they get the phone from us, Sprint will remove our commission on the order and we dont get paid. That is why it is considered a violation of our purchase terms. Sorry...trust me, we wish we could do buddy upgrades for Sprint.
[Sprint HTC EVO 4G LTE] darwin619:
They don't have to pander to sprint. Walmart seemed to be telling them to get bent by selling the phones before the launch date. They made a decision to hold back information.

Why do you people keep kissing their asses over a cheap pos Chinese bluetooth and silicon case that cost them under a dollar. "Sorry we withdrew that money from your account, lied to you multiple times, and had rude csrs repeated canned responses while trying to sell you screen protectors for a phone we are late delivering to you, have a some junk and we will speed up your shipping so you only get it 2 days after you can walk into BB and buy it."

WF is bs, and all of you are insane to keep defending them.
[Sprint HTC EVO 4G LTE] mrrogers1:
So this explanation, break down of the terms is just wishful thinking by us?

http://xdaforums.com/showpost.php?p=26827390&postcount=1182

:(
[Sprint HTC EVO 4G LTE] sandtrapjack:
I've been glued to this thread and my email for two weeks now already. So with what you just said, looks like Saturday will be even worse.

Thanks for jumping on here Kim and keeping us in the loop. It goes miles in clearing up the previous 126 pages of speculation and copied CSR chat sessions to providing us a clearer picture. What you have done so for in under 20 posts is provide the answers we were seeking in the previous 1000+ posts. Breath of fresh air.

The only knock I have is I would wager that Wirefly has a rather substantial budget invested in their CSR department. So why does it take Facebook posts by your CEO and you joining the forum for us to get straight answers?

Why even have those CSR reps on chat and phone when they are provided very empathetic, vanilla scripts that provide no information at all.

Other than that, I have posted before that I have done business with Wirefly before and have been very pleased with the whole process.

I will be tied at the hip to my gmail tomorrow though.
[Sprint HTC EVO 4G LTE] caspertodd:
Wow. Some people are really taking this delay very seriously! Any happy people out there excited about getting the Evo soon?
[Sprint HTC EVO 4G LTE] compneo:
Kim, I take it that there could still be a possibility of some pre- orders not being filled within the first two shipments, causing delay of two more weeks (or greater) to those possibly affected. I am basing this on WF not knowing the unit amounts for any shipments. Is that correct?
[Sprint HTC EVO 4G LTE] blkswanpres:
Ok one Walmart is one of the largest retail corporations in the World, they tell everyone to kiss their asses, they dictate special models of electronics and other products from manufacturers. Everyone kisses their ass. It would only be a blip on their profit sheets if they lost the ability to resale Sprint phones. All Wirefly does is sell phones, they are at the mercy of the companies, if Sprint were to drop them they would loose a third of their inventory.

Yes the phone is late, but its cheaper, and i still can't get one in my area. As for people who claim that Wirefly has charged them that is at best ignorance. They did a hold on the credit card you used. It dropped off a couple of days after they placed the hold. Wirefly hasn't charges anyone for a phone yet, tomorrow will be a very different story. I have not yet to have a CSR try to sell me something, (A business selling somethign what a crazy notion) and I wasn't one of the people constantly pestering the CSR's for information that anyone on this thread knew they didn't have.

I don't kiss WF's ass, I just appreciate the fact that I am getting the phone cheaper than I can get it anywhere else, and I have enough presence of mind to see the situation for what it is, not getting bent out of shape over simple things.
[Sprint HTC EVO 4G LTE] LuBi:
This thread moves to quickly to make a single post :P

Per your policy as of moment your interpretation of the rules is incorrect. I ask you take a look at them pulled directly from your site:

Per your own policy this form (http://xdaforums.com/showpost.php?p=26827390&postcount=1182) of ESN swap is within your policy. While you've now further confused the situation I'm sure this is due to the same reason we get mixed results from other WF representatives. Once outlined 2 out of 3 WF reaps said it would not violate policy. Your opinion on the matter now makes it 2 of 4, however it seems it's all about an interpretation, and not what it actually says.

The key in what Kim said is process. They cannot perform buddy upgrades so the device will be set associated with the eligible account. It will be my responsibility to perform a ESN swap once I receive the device.
[Sprint HTC EVO 4G LTE] Wirefly_Kim:
Hi, an ESN swap WILL void our terms of puchase. We are not able to process the buddy upgrade, and if the customer does that, it will trigger us to charge the repayment of the Instant Savings Discount.

Buddy Upgrade = using the eligibility of one line on a family plan, to upgrade another line that is not eligible.

Sprint will not allow us to process buddy upgrades at this time. We would LOVE to do that, but until we can, that is considered a violation of our purchase terms.

The following is directly from our purchase terms.

Please note some of the reasons your wireless carrier may notify us of a deactivation include if:

You transfer this equipment to another carrier line of service after it is activated

You change your rate plan to a lower monthly service rate than was specifically required at the point of purchase

You deactivate texting/data features that were specifically required at the point of purchase

The new line of service activated with your order is used to replace a pre-existing account

I wish I had better news for you. Let me know if you have any other questions regarding this.
[Sprint HTC EVO 4G LTE] darwin619:
A conversation from 2 days ago on the phone went something like this:

Me: If Walmart and Best Buy have the phones already. How is it that you don't even know when you will receive them?

CSR: I cannot assure you of a definitive date for shipment. However, Mr. Ryan I see here that you do not have protection for your new cell phone's screen. We offer a screen protector...

(I cut her ass off here)

Me: Are you seriouslly trying to sell me an accessory to a phone you guys are late shipping me, and have no idea when you will ship?

(Long pouse here)

Me: Let me speak to your supervisor

CSR: Please hold.

(She disconnects me)

I HATE WF CS. They are the worst.

Also, the only thing ignorant here is you. I actually balance my checking account and keep track of my money. I know when something is a hold, and when something has been charged. The money was charged the day I ordered on the 7th and remains missing from my account. I also just received an email from the cell phone insurance company stating that the insurance on my evo is now activeand $6.99 had been charged to my account.....Awesome. Insurance for a phone I don't have.

When I'm off work, I feel bad for the WF CSR that picks up my call.
[Sprint HTC EVO 4G LTE] Wirefly_Kim:
I am glad I can help. Again, I do apologize for any confusion our CSR's provided. We are working very hard to make sure that they have the most up to date information. The thing is, we were/are working with the information that we got from Sprint. Thanks for your continued loyalty to Wirefly, it is certainly appreciated and let me know if there is anything that I can do to assist you with your order. :)
[Sprint HTC EVO 4G LTE] blkswanpres:
I don't doubt that they tried to sell you something, I was just stating my experience, as for the charges to your account, is it a new line? Maybe that make a difference.

As for calling me ignorant, nice. Great way to keep things civil, though I guess that's indicative of the new types of members we are getting here these days. I guess its the price we pay for Android's popularity.
[Sprint HTC EVO 4G LTE] sandtrapjack:
Thats easy.......get me a tracking number tomorrow! I assure you, all will be forgiven. :)
[Sprint HTC EVO 4G LTE] msolis03:
Thank You Very Much
[Sprint HTC EVO 4G LTE] samchan80:
Excited about the Evo

I sure am! Sure, this hasn't been a smooth ride for all the parties involved (including us, the customers). However, waiting a week more than some to get my hands on this awesome phone, along with $200 savings (two phones with the WF F&F discount) - I definitely don't mind that! Looking forward to having that delivery and ripping open the package! :D
[Sprint HTC EVO 4G LTE] Wirefly_Kim:
You are correct in that we do not know the unit amounts of phones for our shipments and there is a possibility of some pre-orders not being filled in the first two shipments of phones. As for how long for it to take to ship all the pre-orders, I am not certain. We are working to make sure we get the phones from Sprint as soon as possible. The timetable of two or more weeks? I honestly don't know and I sincerely hope that is not the case. I can say that we would rather tell you 2-3 weeks and get it to you in 1 week, instead of saying 1 week and it takes 2 weeks. Does that help?

---------- Post added at 10:56 PM ---------- Previous post was at 10:52 PM ----------

If I could, I would. I am hopeful you will get one tomorrow. :)
[Sprint HTC EVO 4G LTE] LuBi:
"our wireless carrier may notify us of a deactivation include if"

I think you're making a few leaps.. First that portion you're quoting is a blanket statement your company makes regarding all carriers. I think it goes without saying each carrier has a specific agreement with you outlining things like this. This is the very reason you have a tailored policy we acknowledge (check) during the checkout process. Secondly, I think you're confusing the fact that you cannot process a "buddy upgrade" so that in turn it must violate your interpretation of the general/blanket WF policy.

I was actually going to continue down that path and give you an opportunity to define "another carrier line of service" which I'm sure you would have used in your favor. However, I went to look at your "purchase terms" and guess what? They don't apply to Sprint purchases and they most certainly do not apply to us right now as we did not agree to them at purchase checkout.

Linked below is both your Instant Savings & Terms of Purchase as they appear right now at checkout. The catch is the first shot is what you see at checkout from Sprint, the second is Verizon. NONE of this nonsense seems to apply to Sprint customers per BOTH your Instant Savings & Terms of Purchase.

http://i.imgur.com/9qgPI.gif

I understand it's difficult managing & enforcing so many different agreements with service providers but WF must make an effort to properly outline such terms to it's customers. I appreciate you discussing this with me and I hope moving forward WF representatives will be aware of the specific differences. This is not groundbreaking information, I found the discrepancy in your policy from a post someone made over a year ago in reply to another WF representative.
[Sprint HTC EVO 4G LTE] focbuster78:
at least I received my free bluetooth today. I am still waiting on the case... oh yeah and the phone. Does anyone have any comments about theirs, like how well does it work?
[Sprint HTC EVO 4G LTE] Matstarr:
Im not playing the blaming game. Lets just say this situation was handled miserably by all parties AND if you want to be realistic Kim is only here to do damage control. Thats the honest truth. If you think something else is going on here your lying to yourself more than they lied to you the last 2 weeks
[Sprint HTC EVO 4G LTE] SPreston2001:
Dude shut up and and get off ur mothers P4 dell and get a life! After I say this I'm done having any more conversations that involve you and your sissy tantrums! You sit up here and complain about not having a damn cellphone a few days early like its the end of the world. All I said "retard" is to me WF did everything in their power providing the information they had. I was fine with getting the phone for $119.99+bluetooth+next day shipping. You on the other hand wanted to piss ur pants because you didn't have ur new toy to make out with. Please do us all a favor go back to watching porn in ur moms basement because like I said I'm done having this conversation with you Mayor West.....
[Sprint HTC EVO 4G LTE] Wirefly_Kim:
I am sorry for the confusion, but what I was saying is that this reason the carrier can notify us of a deactivation:

You transfer this equipment to another carrier line of service after it is activated

is a buddy upgrade, whether we do it or you do it. All it is, is an ESN swap, which

can be

considered a violation of our purchase terms.

Therefore, I recommend, as does every Wirefly employee for customers to not do that.

Now, We CAN and DO process buddy upgrades/ESN swaps for Verizon Wireless customers. Verizon allows us to process these for them. But that is not Sprint, and therefore the Purchase Terms are different for the two carriers.
[Sprint HTC EVO 4G LTE] sandtrapjack:
Whoa! Now you could be right in that Kim is here doing damage control. Same could be said for Andy Zeinfeld.

But lets take all of it in perspective, shall we?

Do you think Steve Jobs ever corresponded with the customers when there was an issue with the iPhone? (okay, now I have to go wash out my mouth I said "i" something)

And where was the statements or correspondence to endpoints from Dan Hesse on this whole affair? No one can deny that all of this truly lies on Sprint and HTC.

Did either of those other CEO's take forward action with their respective department heads and task them with using social media and bulletin boards to reach out to their customer base?

Wirefly, Best Buy, Target, Walmart and all other third party vendors were all in the same boat. So where are their CEOs? Did they reach out to their client base personally? And I feel certain that Kim is another instrument that WF is using to keep us assured and in the loop.

By reaching out like this, Andy Zeinfeld and our new found friend Kim are using the resources provided to get the word out to us. Did Best Buy or any of the others do that? Methinks not!

You call it damage control, I call it resourcefulness.
[Sprint HTC EVO 4G LTE] Clock190:
Wirefly may not have communicated well at first, but I appreciate a ballsy move like throwing one of your folks into a bloodthirsty forum and getting info first-hand. I hope we can appreciate the attempt for them to make good with the community instead of belittling it.
[Sprint HTC EVO 4G LTE] KaptainOblivious:
Just happy my new phone made it out of iCustoms and will be here soon.
[Sprint HTC EVO 4G LTE] LuBi:
I cleaned up my post while you were replying. The thing is this stuff it outlined in text and while appreciated does not require a recommendation. You're now backpedaling, which is fine as I doubt you want to take this up the chain ATM, and you'd rather post vaguely about a "carrier" instead of speaking directly about Sprint. What I'm trying to say is it CANNOT be considered a violation of your purchase terms as I posted them as they stand today. The text you were describing is NOT there and we DID NOT agree to them during the checkout process BUT a completely different document under the same name. It's nothing personal but all I was looking for was clarification, it's unfortunate I the customer had to do all this leg work. The proof is in the text no matter how it is interpreted by one customer or one representative. I will be performing what you call a "buddy upgrade" as it does not violate the purchase terms I was presented at and agreed to during checkout.

I hope WF takes this experience and does something to improve from it. Tighten up your policy, stop the generalization in your training practices, simply do your due diligence, and present clear and concise policies to your customers.