Lockline

[OhioDad]

How long can lockline make you wait for a replacement phone once it has been approved??

They originally told me that my wife's phone would be at my door today when I notified them on the 27th of October. Now they are telling me it will be no later than the 9th. Meanwhile she is without a phone. This seems rediculous to me.

Do I just have to live with it?

[dfwtxpatrick]

Make sure you get names, dates and times of who you spoke with.

You can also call back, and request to speak to a Supervisor. I had to when they sent me a Non PDA phone to replace my PDA phone. It took me 2 days to get one, but I finally got transferred to one.

What is the reason it is taking so long?

Lockline is supposed to replace your phone with a like phone if the one you had is not in stock. Depending on if you had a new A680 or something, then they should send you a NIB A680 to replace it.

Also, when you call SPCS to complain, make sure they compensate you for the time your wife was w/o her phone. They will have to make a Financial credit to your acct. DONT let them give you courtesy minutes as you may not use them anyway. Make sure you get a financial credit applied to your acct for the time your wife could not use the phone. Okay.

Let us know what happens.

[OhioDad]

She has a RL2500. They claim it is on backorder and they are waiting for them to come in. I'm not sure what is going on. The reps that I'm talking with keep giving me a line that they do not commit to a timeframe of when they will replace it by. I think it is a bit rediculous to have to wait that long for a replacement.

[DF@Work]

Some 'replacement' phones are not as readily available as other models. If it is on backorder, and you want the exact same phone as before, then yes you are on standby till they get one in the warehouse they can send to you. If you're willing to take an 'alternative' model, then they can ship you something of equivilant, but that generally requires an 'override' approval.

[kysuz]

Terms say they have up to 30 days to get you a phone...also says they aren't responsible for any indirect losses (like not being able to use the phone). Don't expect any insurance company to have access to your Sprint bill.

[SL10]

Lockline is a joke! This is why I will never use them! I need my phone, and making a person wait up to 7 days OR MORE in some cases is asinine! IMO!

[Deval]

when you get into a car accident, you dont always get a loaner car, and you wait sometimes weeks for it to get fixed.

[OnlySprint]

How long can lockline make you wait for a replacement phone once it has been approved??

They originally told me that my wife's phone would be at my door today when I notified them on the 27th of October. Now they are telling me it will be no later than the 9th. Meanwhile she is without a phone. This seems rediculous to me.

Do I just have to live with it?
When I had to wait on Lockline for my sons phone, I went to the Sprint store and bought a phone, knowing I would have two weeks to return it with no questions asked. The replacement phone arrived before the two week period was up. Yipee.

I realize it doesn't sound right, but neither is the crappy service provided by Lockline, and indirectly Sprint, since Lockline is an agent for them.

[silvertongue206]

when you get into a car accident, you dont always get a loaner car, and you wait sometimes weeks for it to get fixed.


insurance with a car, loaner cars available, etc., are usually at the hands of the beholder. with insurance, you get an option of what you want (i.e. liability, comprehensive, and most importantly, which company you decide to go through). i personally am not fond of lockline, however, it seems to be the only option with the exception of warranty which doesn't cover nearly as much as insurance. with lockline taking the now upgraded, $5.00 a month, and continuously doing so despite your frequency of use of their services, the least they can do is show their customer appreciation and proper business etiquette when circumstances call for it, and try to compensate for one's loss of a phone. i feel bad for "Ohiodad", and hope he and his wife will not have to wait the alotted 30 days...that's just absurd.

I'm currently stuck with the 8100 for that reason...my disapproval of lockline after 4 years of service, and their unstable guarantee of what phone i'd be replaced with. i guess i just got fed up with being "bullied" by what seems to be a monopoly of phone insurance for sprint. patiently waiting on that 7400...woohoo....and when that comes, my actions better be delicate around the phone, because as negative people may feel about lockline, they will cover things warranty won't.

[Deval]

Understand, I'm not trying to defend lockline, in fact, if I was in that situation I would be pissed as well...just commenting against what SL4 said. For example, most customers who have lockline would take whatever phone they are offered, because most are comprable, without going into exact details...but for example, a customer has a Sanyo VM4500, and they took it for a bath...now Lockline would offer them a VM4050, and for your average customer, that would be fine, and they would accept it. The problem starts when customers want to keep the same model...when that happens, there is that delay before it is shipped out to you.

[silvertongue206]

Understand, I'm not trying to defend lockline, in fact, if I was in that situation I would be pissed as well...just commenting against what SL4 said. For example, most customers who have lockline would take whatever phone they are offered, because most are comprable, without going into exact details...but for example, a customer has a Sanyo VM4500, and they took it for a bath...now Lockline would offer them a VM4050, and for your average customer, that would be fine, and they would except it. The problem starts when customers want to keep the same model...when that happens, there is that delay before it is shipped out to you.


yeah, i definitely hear that...

[rlm22b]

I'd be upset if I had to settle for something that is less than what I had. So I'd probably would wait for the model to come in. I like the idea of where you buy a temporary and return it in two weeks. I'll have to keep that in mind. :hee:

When I buy my next phone I'm going to purchase it from Best Buy, there insurance is $40 for two years and covers everything except theft and losing it. So I'd recommend that and don't lose it or get robbed. :D

[Deval]

you would be surprised at what exactly the Best Buy plan covers...thats all I'm gonna say about the BB "service plan"

[severach]

I haven't had any trouble with Lockline. I broke the external screen on an RL2500 and they shipped a refurb within a week. After a short time, I determined that the refurb battery must be bad. The charge lasted about half as long as the old phone, the battery didn't get hot during charge, and the battery completed charge much too quickly. Word to the wise, do not ship your old phone back until you have thouroughly checked out your new phone. I bought an extra life battery on eBay since I had already shipped back my spare battery. The eBay extended provided even LESS run time so I decided it was the internal charger that was broken. During my run-around with Sprint Stores, I determined that the 5v round charge port was also broken. A trip to another Sprint Store and I was offered an 8200 with the possibility of waiting for a 7300. The 8200 I chose is not a refurb and after my first charge got toasty warm, I'm hoping I get the proper amount of battery life.

So how can I say that Lockline didn't give me any trouble though they (and Solectron) shipped me a bum phone? LL replaces anything for a fee. When they replace it, it gets a new 1 year warranty, and unless you break it right away, anything wrong with it is covered at no charge. Unlike Lockline, the Sprint Store can tell you which replacement phones are available and offers some choice. The available replacements changes twice daily so if the phone you want is an approved substitute but isn't available that day, you can keep trying until you get offered the right one.

Then again, my phone worked just fine so I wasn't out any time waiting. Now I have an almost new extended run time battery for RL2500 that I don't know what to do with.

[SL10]

Understand, I'm not trying to defend lockline, in fact, if I was in that situation I would be pissed as well...just commenting against what SL4 said. For example, most customers who have lockline would take whatever phone they are offered, because most are comprable, without going into exact details...but for example, a customer has a Sanyo VM4500, and they took it for a bath...now Lockline would offer them a VM4050, and for your average customer, that would be fine, and they would accept it. The problem starts when customers want to keep the same model...when that happens, there is that delay before it is shipped out to you.
Commenting against my post? I would believe car insurance does give more options than lockline does. On my auto policy I can get a loaner the next day after an accident and not wait 7 days for it. So, like I said 30 days is too long to wait. If lockline would issue a loaner phone while a customer waits for a replacement phone then that would be different.

[Deval]

I agree with you that 30 days is crazy, and if I was the customer, I would be irrate as well.

[severach]

you would be surprised at what exactly the Best Buy plan covers...thats all I'm gonna say about the BB "service plan"
I missed your BB Service Plan stuff. What I know that's new is that BB employees now no longer administer the plan. It's all over-the-phone. Over-The-Counter was it's only real advantage over LockLine and now they've done away with that. I cancelled immediately and got my money back. With Sprint Stores going in all over and able to perform all including complex services, I don't think that retail store sales are going to last too much longer. I think Verizon moving into Circuit City is trying to counteract the huge QOS that a network of capable Sprint Stores has built.

[davebandit]

you would be surprised at what exactly the Best Buy plan covers...thats all I'm gonna say about the BB "service plan"
:rolleyes: you mean those are not good to get? Wow! But annual head cleaning on my VCR? That cost like $60 a pop doesn't it. Sorry couldn't resist.

[Halo1982]

when my a680 was stolen i had to wait a month cause of sending the documentation back and forth...it sucked. i bought the t608 a few days after i lost the a680.

[SprintSup]

If you still have not received your phone. Call Sprint PCS Customer Care and ask for Trouble Management/Tech Support. Then politely ask the specialist to help you, by doing a conference call to Lock/line. Usually, with Sprint on the phone, it gives you more leverage to help Lock/line work fast. ;)

How long can lockline make you wait for a replacement phone once it has been approved??

They originally told me that my wife's phone would be at my door today when I notified them on the 27th of October. Now they are telling me it will be no later than the 9th. Meanwhile she is without a phone. This seems rediculous to me.

Do I just have to live with it?

[OhioDad]

If you still have not received your phone. Call Sprint PCS Customer Care and ask for Trouble Management/Tech Support. Then politely ask the specialist to help you, by doing a conference call to Lock/line. Usually, with Sprint on the phone, it gives you more leverage to help Lock/line work fast. ;)


Thanks for the tip. We still have not received it yet. I'm going to call lockline one more time today to see if it has shipped. If they cannot give me information today, I'll try this.

[OhioDad]

Well the lady on the phone today was outright rude to me which makes me even more angry with them. She says I was advised of the 7-10 business day policy and that they now have from 7-10 business days from my last call on November 5th to provide me a phone. She even had the audacity to start counting days in from 11/5 in a tone that they use on Sesame Street. It took everything I had to keep from blowing up at her. I just hung up on her. They probably have all kinds of notes on my account at this point. I'm pretty sure I'll be cancelling lockline on all 4 of my phones when this is over. It is BS to have to go through this crap to get one replaced. It might have been easier to just pay full price for the phone.. I could have probably picked up a used RL2500 for $100 and I wouldn't have to wait a month for it. The sad thing is that the guy in the Sprint Store would have probably replaced it if I didn't have lockline. He was heading that direction until he saw it on my account and then gave me the number to call.

[kp2575]

Well the lady on the phone today was outright rude to me which makes me even more angry with them. She says I was advised of the 7-10 business day policy and that they now have from 7-10 business days from my last call on November 5th to provide me a phone. She even had the audacity to start counting days in from 11/5 in a tone that they use on Sesame Street. It took everything I had to keep from blowing up at her. I just hung up on her. They probably have all kinds of notes on my account at this point. I'm pretty sure I'll be cancelling lockline on all 4 of my phones when this is over. It is BS to have to go through this crap to get one replaced. It might have been easier to just pay full price for the phone.. I could have probably picked up a used RL2500 for $100 and I wouldn't have to wait a month for it. The sad thing is that the guy in the Sprint Store would have probably replaced it if I didn't have lockline. He was heading that direction until he saw it on my account and then gave me the number to call.


call sprint and tell them they are giving you the run around. ask them to help you with the claim with LL.

I did this all the time for people when I worked at Verizon. It helps to have them in your corner.

[lennyj17]

Well the lady on the phone today was outright rude to me which makes me even more angry with them. She says I was advised of the 7-10 business day policy and that they now have from 7-10 business days from my last call on November 5th to provide me a phone. She even had the audacity to start counting days in from 11/5 in a tone that they use on <a href="http://www.serverlogic3.com/lm/rtl3.asp?si=9&k=sesame%20street" onmouseover="window.status='<a href="http://www.serverlogic3.com/lm/rtl3.asp?si=9&k=sesame%20street" onmouseover="window.status='<a href="http://www.serverlogic3.com/lm/rtl3.asp?si=9&k=sesame%20street" onmouseover="window.status='<a href="http://www.serverlogic3.com/lm/rtl3.asp?si=9&k=sesame%20street" onmouseover="window.status='Sesame Street'; return true;" onmouseout="window.status=''; return true;">Sesame Street</a>'; return true;" onmouseout="window.status=''; return true;">Sesame Street</a>'; return true;" onmouseout="window.status=''; return true;">Sesame Street</a>'; return true;" onmouseout="window.status=''; return true;">Sesame Street</a>. It took everything I had to keep from blowing up at her. I just hung up on her. They probably have all kinds of notes on my account at this point. I'm pretty sure I'll be cancelling lockline on all 4 of my phones when this is over. It is BS to have to go through this crap to get one replaced. It might have been easier to just pay full price for the phone.. I could have probably picked up a used RL2500 for $100 and I wouldn't have to wait a month for it. The sad thing is that the guy in the Sprint Store would have probably replaced it if I didn't have lockline. He was heading that direction until he saw it on my account and then gave me the number to call.




One note, get a nice cheap back up off of ebay (i.e an a-460 or n-400 or even a nokia 3588i for like 30-60$ and they get the job done) that can be used for an emergency, sprint will not charge you or hassle you to do an esn swap and u can do it as many times as you need, and then go and look for and newer phone on ebay( when the $$$ comes around), saves a lot of time and enery that arguing with lockline save your 4$a month and 36$ or 50$ deductable!!!!