1. Ship back your defective handset using the FEDEX prepaid shipping label.
2. Place your defective handset in the zip lock bag provided, then place in the box with all accessories and seal it closed with tape.
3. Peel the back off the FEDEX prepaid shipping label and adhere to the exerior of the box being sure that you either cover or remove the old shipping label.
4. RECORD THE TRACKING NUMBER AND KEEP IT FOR YOUR RECORDS.
5. Call 1-800-GO-FEDEX (800-463-3339) or drop it off at a Kinko's or FedEx drop location.
Or you can schedule a pickup at www.fedex.com/us
They are shipped back FEDEX Ground.
Shipping address is: WIRELESS REPAIR DEPOT
1801 S. BEECH STREET
FORT WORTH, TX 76105
Contact Radio Shack Customer Service at 800-433-5502 if you have any questions.
Saturday, January 19, 2008
Friday, January 11, 2008
Please Allow Me to Set The Scene...
In April, 2007, I purchased a Motorola Q from a Sprint Kiosk in the North Shore Mall in Saugus, MA, along with what I THOUGHT was the Total Equipment Plan. Actually, what I bought was Radio Shack's Service Plan. (Even though they claim it's part of Radio Shack, it's actually a third party company called Assurant.)
The phone's a lemon. Everyone at Radio Shack and Sprint that I've talked to admitted as much. Poor battery life (even with the extended battery), and horrible signal strength. After six months of this, I brought the phone back to Radio Shack. The store called the service center for me and arranged to have another Q sent to me. (This was far from ideal, as it wasn't a problem with the INDIVIDUAL phone, it was an issue with Q's in general.)
Radio Shack sent me a RECONDITIONED phone, which, in addition to having the aforementioned problems, ALSO could not connect me with the internet. (Kind of important with a smart phone, n'est-ce pas?)
So, another long call to Sprint tech support. Then a long call to the Radio Shack plan people.
They sent me a THIRD phone. Same problem.
So, another long call to Sprint tech support. Then a long call to the Radio Shack plan people.
A FOURTH one. Same problem.
So, another long call to Sprint tech support. Then a long call to the Radio Shack plan people.
THIS time around, they finally admitted defeat, and said they were going to cut me a check for 500-something dollars, and asked me to send the phone back. I agreed.
I contacted Sprint and ordered a Palm 755p (it seemed to have good reviews, and seemed like a good, solid phone). They said it would take 2-3 days.
Two weeks later, I hadn't received the phone. I emailed Sprint, who reply that "there was a problem with the order", and that they would now process it. What?!? They couldn't contact me and TELL me there's a problem with the order?
They tell me the phone will be sent 2-3 days. A week later (they sent it UPS GROUND), I open the box to find, not a Palm 755p, but ANOTHER MOTOROLA Q! I call Sprint immediately, to get permission to send back the errant Q and for them to overnight a 755p. They overnight the 755p, but I get an email the next day saying the order is being processed and will go out Monday. I call to confirm that there isn't a second 755p. The CSR confirms that there is just one 755p ordered. I get an email from Sprint on Monday saying the 755p is being delivered by UPS and will arrive at my house Monday afternoon.
Sure enough, I get home on Monday and find a UPS slip on my door! The next day I call UPS and tell them that the package was sent in error and that it needs to be returned to sender. UPS tells me not to worry and that it will be sent back to Sprint.
At this point, my account has been charged for a phone I didn't order and will be credited that amount at some point when the phone is processed back through Sprint. I've spent hours on the phone and writing emails, taking the lead on areas that Radio Shack and Sprint should have jumped on. They refuse to compensate me for my time and efforts to clean up their mess. If I wasn't tied to a contract with a $200 cancellation fee, I'd jump ship in a heartbeat.
A clusterf-ck from beginning to end.
The phone's a lemon. Everyone at Radio Shack and Sprint that I've talked to admitted as much. Poor battery life (even with the extended battery), and horrible signal strength. After six months of this, I brought the phone back to Radio Shack. The store called the service center for me and arranged to have another Q sent to me. (This was far from ideal, as it wasn't a problem with the INDIVIDUAL phone, it was an issue with Q's in general.)
Radio Shack sent me a RECONDITIONED phone, which, in addition to having the aforementioned problems, ALSO could not connect me with the internet. (Kind of important with a smart phone, n'est-ce pas?)
So, another long call to Sprint tech support. Then a long call to the Radio Shack plan people.
They sent me a THIRD phone. Same problem.
So, another long call to Sprint tech support. Then a long call to the Radio Shack plan people.
A FOURTH one. Same problem.
So, another long call to Sprint tech support. Then a long call to the Radio Shack plan people.
THIS time around, they finally admitted defeat, and said they were going to cut me a check for 500-something dollars, and asked me to send the phone back. I agreed.
I contacted Sprint and ordered a Palm 755p (it seemed to have good reviews, and seemed like a good, solid phone). They said it would take 2-3 days.
Two weeks later, I hadn't received the phone. I emailed Sprint, who reply that "there was a problem with the order", and that they would now process it. What?!? They couldn't contact me and TELL me there's a problem with the order?
They tell me the phone will be sent 2-3 days. A week later (they sent it UPS GROUND), I open the box to find, not a Palm 755p, but ANOTHER MOTOROLA Q! I call Sprint immediately, to get permission to send back the errant Q and for them to overnight a 755p. They overnight the 755p, but I get an email the next day saying the order is being processed and will go out Monday. I call to confirm that there isn't a second 755p. The CSR confirms that there is just one 755p ordered. I get an email from Sprint on Monday saying the 755p is being delivered by UPS and will arrive at my house Monday afternoon.
Sure enough, I get home on Monday and find a UPS slip on my door! The next day I call UPS and tell them that the package was sent in error and that it needs to be returned to sender. UPS tells me not to worry and that it will be sent back to Sprint.
At this point, my account has been charged for a phone I didn't order and will be credited that amount at some point when the phone is processed back through Sprint. I've spent hours on the phone and writing emails, taking the lead on areas that Radio Shack and Sprint should have jumped on. They refuse to compensate me for my time and efforts to clean up their mess. If I wasn't tied to a contract with a $200 cancellation fee, I'd jump ship in a heartbeat.
A clusterf-ck from beginning to end.
Which level of hell is this?
This is a storage point for all my correspondence with Sprint Customer Service.
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