Another Lockline Saga

[timjoestan]

I posted a question last weekend, asking what phones anyone had received from Lockline to replace a Sanyo 5300. I got my replacement yesterday. Thats right, a refurbished 5300. I wasn't upset, because I love this phone. I didn't make a test call after activating it, because I was busy entering in my phonebook and didn't receive any calls. I tried to call a friend today, who hung up on me twice because they couldn't hear me speaking. I tested it 3 more times, only to find that sometimes the person on the other end could hear bits and pieces. The only way for me to be heard was to yell directly into the phone. After going to my local Sprint Store, I was given two options. Let the store order me another 5300, or let lockline send me another. Both will take about the same amount of time.

I decided to do both, because a friend at the Sprint Store told me she could order one too in case the next lockline replacement is a dud as well. So once again I'm waiting for lockline to send me a phone, hoping they screw up and send me a 5600.

So on to my question......Is this normal? This was my first experience with lockline, and it wasn't exactly great. I asked if they could send me a NEW 5300 or a comparable model, and they told me no. They also refused to overnight the phone, because I'm now looking for one of my old phones to use for the next week. Sigh......I love you sprint, but sometimes your love hurts me so bad......

[jaz0305]

I had similar experience with lockline last year for a nokia pm6225 replacement, I got a refurbished phone for replacement with bad voice quality & had a small nick on the keypad, i called lockline & they sent me a brand new replacement, which so far after a year has done wonderfully. Good luck with your replacement.. BTW Sanyo 5300 great phone i let mine go for SMS

[Hte2w8]

I got a bad replacement Treo 600 once. After the bad one, they sent a brand spanking new Treo as a replacement.

[jaz0305]

lockline is pretty good

[pc_techie832]

when I had my 5300 replaced, they sent me the PM 8200

[jaz0305]

i got vm680 for pm8200 last year. although samsung got replaced twice by sprint for speaker issues.

[jerereyn205]

I'd call Lockline back and let them replace it.

[Phone Miz-aster]

lockline is pretty good

WHAT :dazed: are you serious?

Lockline goes out of their way to avoid making a claim. I have customers all the time come in with a phone that has been snapped in half, gotten wet, or some other non-warranty issue and lockline has told the customer to come in to the sprint store because the phone is under warranty. This just makes the customer more upset. I have to call lockline myself half the time so they will actually file a claim instead of pass it on to the store. I think the reps get $$$ based on how many claims they avoid. Just my guess though.

Also customers come in with lockline replacement recons that don't work all the time so the customer has to wait another two business days for a phone that will hopefully work. I have had lockline reps tell the customer to wait two weeks and then take the phone in to the store becasue after two weeks it is under warranty not lockline's responsibility. I have had lockline send customers different model replacements without the proper charger so they have to come to the store to get one.

I'm ready for sprint to start insuring phones themselves instead of going through lockline. Customers could pay the $50 at the store (cash if they want because many don't have credit cards and have to mail money orders and wait even longer for replacements) and then get their replacement that day.

[DJ_Vitamin_J]

i ran over a sanyo 4900 and told lockline that i lost it and they sent me a refurbished pm8200 i was like damn!!!...so i think your best bet if you do anything stupid to your phone is to just tell lockline you lost it...

[jaz0305]

i understand where youy are coming from, after a lockline replaces a phone you have upto a week to call them & let them know if you are not satisfied with replacement. Than afterwards it is covered with one year of sprint's standard warranty. I had my Samsung VM680 a lockline replacement, replaced thru sprint twice, third time I got a Toshiba VM4050 from sprint. So you are right in what saying nothing is perfect, i have been to many sprint's stores & seen customers with issues, i have even seen customer with an extreemly Kyocera replaced by sprint thru warranty, the customer wont take no for an answer, the manager finally offered instant rebate on a new phone, he was still not happy. Go figure... ntohing is perfect in life....

[Phone Miz-aster]

i ran over a sanyo 4900 and told lockline that i lost it and they sent me a refurbished pm8200 i was like damn!!!...so i think your best bet if you do anything stupid to your phone is to just tell lockline you lost it...

Yep. That is what I tell people to say but be careful... just say you lost it but you are not sure where. Don't say that you left it some bar and you went back and it wasn't there or that someone took it while you weren't paying attention. Sometimes lockline will make you fax a police report that your phone was stolen even if you left it somewhere and didn't get it back because that means someone took it. Big pain in the ***** but that is lockline for ya anything to avoid/prolong a claim.

[Jaggrey]

I'm ready for sprint to start insuring phones themselves instead of going through lockline. Customers could pay the $50 at the store (cash if they want because many don't have credit cards and have to mail money orders and wait even longer for replacements) and then get their replacement that day.
Yes I'd love for Sprint to start doing that. I love how Cingular does this... it's so much easier.

[Invader J]

Roar, Lockline strikes again!

http://gatornet.chapin.edu/~jd/lockline.jpg

[dfwtxpatrick]

I'm only chiming in because I have used Lockline many times.

Lockline has sent me 11 phones over the last 5 yrs and not one time did I get a bad one.

They did send me a TP1100 to replace a Kyocera 6035, got it fixed right away.

Lockline does have issues. When working for SPCS, I have taken many calls from people who got bad phones and were told to take them to the store. The store sent em back to Lockline as it was w/in the 14 days.

A customer can easily get caught in the middle because of this, but perserverance can pay off. Just remember that!

[timjoestan]

My fingers are still crossed for at least a new 5300. Lockline is sending a replacement, and my local Sprint store is also ordering one, just in case lockline screws up again. I actually called lockline back after requesting another replacement, hoping to get someone who would overnight the phone to me. But that didn't work. Sprint CS told me that I could talk to my local store about getting a different phone, and possibly paying the difference for a newer phone, because it is up to the discretion of the individual store. After speaking with the store, I was told that their regional management had strictly forbidden them from ordering any phone other than the original defective phone. So after several phone conversations, I'm still waiting until next week for another bad lockline phone.

On a side note, has anyone else had a problem with the 5300 losing service when the camera is used? I thought it might just be my original phone, but the lockline replacement did the same thing.

[jerereyn205]

Yeah the camera issue is a known issue.

[timjoestan]

Is the camera issue a "known issue" in that I can keep returning it until lockline runs out of 5300's and gets sick of me and sends me a 5600 to shut up, or is it a known issue that they will tell me to deal with it and invest in a new phone?

[jerereyn205]

You can do that if you wish... more than liekely they dont know about it. Its not listed in the system or anything.

[jaz0305]

i never had a camera problem loosing signal, in the early version, there was no picture mail, which was later updated. Very reliable phone, i miss extended battery on any sprint phone

[Phone Miz-aster]

Is the camera issue a "known issue" in that I can keep returning it until lockline runs out of 5300's and gets sick of me and sends me a 5600 to shut up, or is it a known issue that they will tell me to deal with it and invest in a new phone?

They will send you a 8200 or a evan a 7400 before a 5600. Although one time I saw a guy who was sent a PDA phone (i forget what kind) when he filed a claim on a N400. He didn't get a proper charger though.