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HTC Evo Shift 4g (or any Android Phone) on Sprint SERO plans

HTC Evo Shift 4g (or any Android Phone) on Sprint SERO plans

    For those on SERO plans from Sprint, figured I'd relate this story. May help you figure out what you need to do if you want a new phone and are on an old plan.  The phone itself I like, support is more of the issue. Seems that no mater what they tell you in chat, don't trust it. I was told I could keep my old plan, twice, but that was not the case. Here is the first chat log:

Your Web Chat transcript
Your session ID for this incident is 1882568.
Time Details
01/09/2011 10:32:55AM Session Started with Agent (Gabriel N)
01/09/2011 10:32:55AM System: "Thank you for contacting Sprint. My name is Gabriel N."
01/09/2011 10:32:55AM CRENSHAW: "Want to update to Evo shift, need to know if I can keep the SERO F&F 500 plan."
01/09/2011 10:33:25AM Agent (Gabriel N): "To better assist you with your question, I will transfer you to an employee account chat specialist. Please remain online."
01/09/2011 10:33:38AM Session Transferred to Queue (Employee)
01/09/2011 10:33:46AM Session Started with Agent (Dave S)
01/09/2011 10:33:46AM CRENSHAW: "Want to update to Evo shift, need to know if I can keep the SERO F&F 500 plan."
01/09/2011 10:33:56AM Agent (Dave S): "Hello."
01/09/2011 10:34:18AM Agent (Dave S): "I am happy to assist you with this,"
01/09/2011 10:34:23AM Agent (Dave S): "Please hold a moment while I access your account."
01/09/2011 10:34:42AM CRENSHAW: "Want to update to Evo shift, need to know if I can keep the SERO F&F 500 plan."
01/09/2011 10:35:00AM Agent (Dave S): "Sure. Please give me a moment while I check that for you."
01/09/2011 10:35:52AM Agent (Dave S): "Thank you for waiting."
01/09/2011 10:36:11AM Agent (Dave S): "As you have SERO F&F 500 plan for $30.00 activated on your line <redacted>, you can keep the same plan for the HTC EVO Shift but there will be additional $10.00 premium Data charge for the 4G phone."
01/09/2011 10:37:12AM CRENSHAW: "Ok, I've been getting mixed reponses on this. The person on email send me that I would have to change my plan, but with little detail."
01/09/2011 10:37:23AM CRENSHAW: "How will this work once I order the phone?"
01/09/2011 10:37:34AM Agent (Dave S): "Let me explain you."
01/09/2011 10:39:38AM Agent (Dave S): "Once you get the HTC EVO Shift phone and activate that on your plan, the plan changes will require but the plan will be Sero 500 plan for $30.00 plus $10.00 premium data plan for the 4G phone."
01/09/2011 10:40:06AM Agent (Dave S): "Once you get the phone you can contact us on chat and we ill activate that for you."
01/09/2011 10:40:10AM Agent (Dave S): "will**"
01/09/2011 10:40:49AM CRENSHAW: "Ok, is there a contact I should reference if they give me a different story when I call?"
01/09/2011 10:41:17AM Agent (Dave S): "No, please do not worry. You just contact us on chat and we ill activate that for you."
01/09/2011 10:41:25AM CRENSHAW: "Not sure how many "Dave S" are at the company. :)"
01/09/2011 10:41:38AM CRENSHAW: "Ok. Thanks"
01/09/2011 10:41:48AM Agent (Dave S): "My goal is to ensure the issues that prompted you to chat today are fully resolved. Did I address all the reasons for your chat today?"
01/09/2011 10:42:13AM CRENSHAW: "I think so. Thanks."
01/09/2011 10:42:17AM Agent (Dave S): "Thank you. It???s been my pleasure to serve you."
01/09/2011 10:42:24AM Agent (Dave S): "Please don't hesitate to chat again at sprint.com."
01/09/2011 10:42:46AM Session Ended

Cool, so I ordered the HTC EVO Shift, and went to the chat to activate:

Your Web Chat transcript
Your session ID for this incident is 1899574.
Time Details
01/11/2011 10:56:39AM System: "Please wait and the next available account specialist will be with you shortly."
01/11/2011 10:56:59AM System: "If you are chatting today for Technical Support, please call 1-888-211-4727."
01/11/2011 10:57:19AM System: "If you are a corporate business customer and need assistance with your account, please call 1-800-927-2199."
01/11/2011 10:57:39AM System: "Did you know Sprint 4G is now available in over 70 markets and growing? Visit sprint.com/4G to learn more. Thanks for your patience. We look forward to chatting with you."
01/11/2011 10:57:59AM System: "While you wait, you can easily check usage, monitor account activity, pay your bill and much more. Sign into My Sprint at sprint.com anytime."
01/11/2011 10:58:19AM System: "Get the best value for your money & exercise your freedom to change plans anytime without penalties - we promise! Visit sprint.com/planpromise to learn more. We appreciate your patience."
01/11/2011 10:58:33AM Session Started with Agent (Jake S.)
01/11/2011 10:58:33AM System: "Thank you for contacting Sprint. My name is Jake S.."
01/11/2011 10:58:33AM Adrian Crenshaw: "Here to activate, per instructions: Agent (Dave S): "Once you get the HTC EVO Shift phone and activate that on your plan, the plan changes will require but the plan will be Sero 500 plan for $30.00 plus $10.00 premium data plan for the 4G phone.""
01/11/2011 10:58:46AM Adrian Crenshaw: "Hello."
01/11/2011 10:58:57AM Agent (Jake S.): "I am happy to help you."
01/11/2011 10:59:13AM Adrian Crenshaw: "Told by "Dave S" to come here to activate."
01/11/2011 11:00:26AM Agent (Jake S.): "Please hold a moment while I access your account."
01/11/2011 11:01:13AM Agent (Jake S.): "May I have your PIN to access your account? If you don't remember your PIN, please provide me with the answer to your security question, First name of childhood best friend?."
01/11/2011 11:01:44AM Adrian Crenshaw: <redacted and changed>
01/11/2011 11:01:59AM Agent (Jake S.): "Thank you."
01/11/2011 11:02:50AM Agent (Jake S.): "Do you want to activate EVO Shift?"
01/11/2011 11:03:01AM Adrian Crenshaw: "Yest."
01/11/2011 11:03:06AM Adrian Crenshaw: "Yes I mean."
01/11/2011 11:03:46AM Agent (Jake S.): "OK."
01/11/2011 11:04:23AM Adrian Crenshaw: "MEID is a*********3391"
01/11/2011 11:04:32AM Adrian Crenshaw: "Unless I miss typed it. :)"
01/11/2011 11:04:51AM Agent (Jake S.): "OK."
01/11/2011 11:05:52AM Agent (Jake S.): "To better assist you with this, I will transfer you to an employee account chat specialist as your account is an employee account. Please remain online."
01/11/2011 11:05:56AM Agent (Jake S.): "Thank you."
01/11/2011 11:06:06AM Session Transferred to Queue (Employee)
01/11/2011 11:07:04AM Session Started with Agent (Megan K)
01/11/2011 11:07:04AM Adrian Crenshaw: "Here to activate, per instructions: Agent (Dave S): "Once you get the HTC EVO Shift phone and activate that on your plan, the plan changes will require but the plan will be Sero 500 plan for $30.00 plus $10.00 premium data plan for the 4G phone.""
01/11/2011 11:07:25AM Adrian Crenshaw: "Can you see the previous chat?"
01/11/2011 11:07:49AM Agent (Megan K): "I am happy to help you. Please hold a moment while I access your account."
01/11/2011 11:08:03AM Agent (Megan K): "Can I have your account pin?"
01/11/2011 11:08:26AM Adrian Crenshaw: "<redacted and changed>"
01/11/2011 11:08:36AM Agent (Megan K): "First name of childhood best friend?"
01/11/2011 11:08:43AM Adrian Crenshaw: "<redacted and changed>."
01/11/2011 11:09:02AM Agent (Megan K): "Thank you for your patience, I will have that information shortly."
01/11/2011 11:11:21AM Agent (Megan K): "I'm still researching that information for you. Thanks for your patience."
01/11/2011 11:11:36AM Adrian Crenshaw: "Just need to activate, per "Dave S" instructions."
01/11/2011 11:11:38AM Adrian Crenshaw: "Agent (Dave S): "Once you get the HTC EVO Shift phone and activate that on your plan, the plan changes will require but the plan will be Sero 500 plan for $30.00 plus $10.00 premium data plan for the 4G phone.""
01/11/2011 11:14:36AM Agent (Megan K): "I'm still researching that information for you. Thanks for your patience."
01/11/2011 11:16:33AM Agent (Megan K): "I got it."
01/11/2011 11:16:44AM Agent (Megan K): "Please allow me some time to check it for you."
01/11/2011 11:21:22AM Adrian Crenshaw: "Hello. Any more info you need from me?"
01/11/2011 11:21:32AM Agent (Megan K): "Please allow me some time."
01/11/2011 11:24:05AM Agent (Megan K): "Thank you for your patience."
01/11/2011 11:24:13AM Agent (Megan K): "I am sorry for the wrong information given to you."
01/11/2011 11:24:44AM Adrian Crenshaw: "Wrong?"
01/11/2011 11:24:51AM Agent (Megan K): "for activating EVO shift you need to take sero premium 500 plan of $40.00 and $10.00 premium data pack."
01/11/2011 11:25:24AM Agent (Megan K): "I am really sorry in behalf of Dave S."
01/11/2011 11:25:58AM Adrian Crenshaw: "The reason I bought the phone was because I thought I only had to pay 10 mor per month."
01/11/2011 11:26:05AM Adrian Crenshaw: "I even asked if he was sure."
01/11/2011 11:26:13AM Agent (Megan K): "I can understand this."
01/11/2011 11:26:19AM Agent (Megan K): "I am really sorry for this."
01/11/2011 11:26:46AM Adrian Crenshaw: "I can't even use the 4G in my area."
01/11/2011 11:26:55AM Agent (Megan K): "If you wish I can give you one time credit of $10.00 for this. if you will activate shift with me now."
01/11/2011 11:27:16AM Agent (Megan K): "$10.00 premium data pack is not for 4G services."
01/11/2011 11:27:36AM Agent (Megan K): "let me explain it to you."
01/11/2011 11:27:45AM Adrian Crenshaw: "Yes, but they charge 10 for 4g, even if it can't be used."
01/11/2011 11:27:54AM Agent (Megan K): "$10 Premium Data plan:
Not a charge for 4G service.
For unlimited data usage while in 3G/4G Sprint network.
For the rich data experience that HTC EVO??? 4G provides whether in 3G or 4G Sprint network."
01/11/2011 11:29:10AM Adrian Crenshaw: "What is a $10 one time credit?"
01/11/2011 11:30:15AM Agent (Megan K): "I mean if you will activate shift with me I will change your plan in sero premium of $40.00 and I will also add $10.00 premium data pack and I will remove one time $10.00 for you so it will cost you $40.00 for one month."
01/11/2011 11:30:29AM Adrian Crenshaw: "And is "unlimited" really unlimited?"
01/11/2011 11:30:33AM Adrian Crenshaw: "For only one month?"
01/11/2011 11:31:14AM Agent (Megan K): "Yes sero premium 500 of $40.00 have all thing unlimited."
01/11/2011 11:31:24AM Adrian Crenshaw: "What are the details on sending the phone back? As I said, the reason I ordered it was because of the promise of only a $20 raise."
01/11/2011 11:31:39AM Adrian Crenshaw: "I mean only $10."
01/11/2011 11:31:52AM Agent (Megan K): "I am sorry as you were given the wring information I can only give you one time credit."
01/11/2011 11:32:08AM Agent (Megan K): "*wrong"
01/11/2011 11:32:28AM Agent (Megan K): "let me know from where did you purchased the phone?"
01/11/2011 11:32:41AM Adrian Crenshaw: "Sprint store."
01/11/2011 11:32:49AM Adrian Crenshaw: "Online store that is."
01/11/2011 11:33:01AM Agent (Megan K): "When did you purchase it?"
01/11/2011 11:33:09AM Adrian Crenshaw: "Sunday. Came today."
01/11/2011 11:34:18AM Agent (Megan K): "Please return it at the point of purchase."
01/11/2011 11:34:33AM Agent (Megan K): "And take your money back."
01/11/2011 11:34:40AM Adrian Crenshaw: "How do I do that via an online store?"
01/11/2011 11:34:47AM Agent (Megan K): "please make sure return it today online."
01/11/2011 11:35:35AM Agent (Megan K): "did you purchase it online?"
01/11/2011 11:35:48AM Adrian Crenshaw: "Yes."
01/11/2011 11:35:59AM Agent (Megan K): "provide me Dec of EVO shift?"
01/11/2011 11:36:07AM Agent (Megan K): "May I please have the ESN/DEC number from your new phone? It can be found inside your phone under the battery."
01/11/2011 11:36:22AM Adrian Crenshaw: "a*********3391"
01/11/2011 11:36:31AM Agent (Megan K): "provide me Dec of EVO shift?"
01/11/2011 11:36:46AM Adrian Crenshaw: "Sorry. Looking."
01/11/2011 11:36:50AM Agent (Megan K): "ok."
01/11/2011 11:37:17AM Adrian Crenshaw: "**** ****** *****9"
01/11/2011 11:37:43AM Adrian Crenshaw: "What is it you are looking for?"
01/11/2011 11:37:48AM Agent (Megan K): "Wait"
01/11/2011 11:41:48AM Agent (Megan K): "Thank you for your patience."
01/11/2011 11:42:10AM Agent (Megan K): "Please return it by calling our sero telesales at (888) 882-4030"
01/11/2011 11:42:19AM Agent (Megan K): "And take your money back."
01/11/2011 11:42:47AM Adrian Crenshaw: "Screw it, let's just activate it."
01/11/2011 11:43:05AM Agent (Megan K): "Sure."
01/11/2011 11:43:21AM Agent (Megan K): "you need to take $40.00 sero premium for it."
01/11/2011 11:43:28AM Agent (Megan K): "do you want me to change it,."
01/11/2011 11:43:47AM Adrian Crenshaw: "Ok. And I'll take the discount I can for this month"
01/11/2011 11:44:13AM Adrian Crenshaw: "yes"
01/11/2011 11:44:19AM Agent (Megan K): "I will apply the discount of $10.00 at the moment."
01/11/2011 11:44:24AM Agent (Megan K): "do you want me to change it?"
01/11/2011 11:44:51AM Agent (Megan K): "do you want me to change it?"
01/11/2011 11:44:54AM Agent (Megan K): "Please confirm me."
01/11/2011 11:44:55AM Adrian Crenshaw: "Yes."
01/11/2011 11:45:09AM Agent (Megan K): "switch off your phone and allow me some time."
01/11/2011 11:45:31AM Adrian Crenshaw: "Old phone, new or both?"
01/11/2011 11:45:53AM Agent (Megan K): "both."
01/11/2011 11:46:52AM Adrian Crenshaw: "Done"
01/11/2011 11:49:28AM Agent (Megan K): "Thank you for your patience, I will have that information shortly."
01/11/2011 11:51:02AM Agent (Megan K): "if you will change your plan in sero premium 500 of $40.00 then I need to change your account type in Individual-Everything Plus Referral Program."
01/11/2011 11:51:28AM Agent (Megan K): "if I will change your account type then it will also remove your discount added."
01/11/2011 11:52:02AM Agent (Megan K): "because on sero premium sprint never offer any discount."
01/11/2011 11:52:25AM Adrian Crenshaw: "Ok, what does that mean money wise?"
01/11/2011 11:53:04AM Agent (Megan K): "It mean in your account you will not get 15 % employee discount."
01/11/2011 11:53:22AM Adrian Crenshaw: "Ok, go ahead."
01/11/2011 11:53:23AM Agent (Megan K): "if you will take sero premium of $40.00"
01/11/2011 11:53:26AM Agent (Megan K): "Thank you."
01/11/2011 11:53:59AM Adrian Crenshaw: "Ok."
01/11/2011 11:54:25AM Agent (Megan K): "Thank you for your patience."
01/11/2011 11:54:34AM Agent (Megan K): "Please switch on your shift."
01/11/2011 11:54:42AM Agent (Megan K): "If any update occur don't interrupt it."
01/11/2011 11:55:03AM Adrian Crenshaw: "It's booting."
01/11/2011 11:55:38AM Adrian Crenshaw: "It's up."
01/11/2011 11:56:16AM Adrian Crenshaw: "Saying "Contacting network...""
01/11/2011 11:56:26AM Agent (Megan K): "Ok."
01/11/2011 11:56:34AM Agent (Megan K): "Let me know when it is done?"
01/11/2011 11:57:06AM Adrian Crenshaw: "It says it has been activated."
01/11/2011 11:57:16AM Adrian Crenshaw: "Taped ok."
01/11/2011 11:57:26AM Agent (Megan K): "Try to make call and let me know."
01/11/2011 11:57:38AM Adrian Crenshaw: ""Checking for PRL update...""
01/11/2011 11:57:51AM Adrian Crenshaw: "Waiting for that to clear."
01/11/2011 11:58:16AM Agent (Megan K): "ok."
01/11/2011 11:58:37AM Agent (Megan K): "I have also removed $10.71 from your account."
01/11/2011 11:58:54AM Adrian Crenshaw: "?"
01/11/2011 11:59:45AM Agent (Megan K): "I have applied the credit of $10.71"
01/11/2011 12:00:07PM Adrian Crenshaw: "Went though"
01/11/2011 12:00:15PM Adrian Crenshaw: "The call I mean. Seems to work."
01/11/2011 12:00:36PM Agent (Megan K): "Great"
01/11/2011 12:00:42PM Agent (Megan K): "I have applied the credit of $10.71"
01/11/2011 12:00:47PM Agent (Megan K): "My goal is to ensure the issues that prompted you to chat today are fully resolved. Did I address all the reasons for your chat today?"
01/11/2011 12:01:02PM Adrian Crenshaw: "I guess so. Thanks."
01/11/2011 12:01:15PM Agent (Megan K): "You are most welcome."
01/11/2011 12:01:26PM Agent (Megan K): "I am really sorry again for wrong information given to you."
01/11/2011 12:01:57PM Adrian Crenshaw: "Thanks for the apology"
01/11/2011 12:02:06PM Agent (Megan K): "My pleasure."
01/11/2011 12:02:23PM Adrian Crenshaw: "Have a good day."
01/11/2011 12:03:16PM Session Ended

Wrote and email to their support group:

Original Question:
Question: I bought the Evo Shift recently because I was told in the
support chat that I would only have to pay $10 more per month. I even
asked twice to be sure .

I was pasting in the log here, but the web form will not allow the size,
see chat ID number 1882568 or I can forward it.

When I got on to activate it, I was given a different story, but I went
ahead and activated because I need the phone and returning via mail is
rather difficult. See session ID 1899574.

Is they anything that can be done about this as I bought the phone under
one promise, and it was not held to.

Thanks,
Adrian Crenshaw

Got this back:

Good Morning Adiran,
Thank you for contacting Sprint Employee Phone Programs. I am sorry for
the misinformation. The EVO requires a special plan to work with the
SERO Program. You must have the SERO Premium plan with the additional
$10.00 Data package. The phone will not work on anything else. I am
sorry, but the plan must stay as is. As always Sprint does have the 30
day guarentee and you can exchange the device for one that does not
require the enhanced data. We value your business and appreciate the
opportunity to answer your questions. If we can be of further assistance
or if you have any other questions or concerns please contact us again.

Sincerely,
Kim O.
Sprint
Bristol, VA

The phone will not work on anything else? Seriously? I don't think it is a tech issue. I wrote back:

Ok, so the person says one thing, twice, and it's not held to. To quote since the web form will not allow the size:

<already printed above>

So I guess I'll know in the future not to trust information I get via sprint's chat feature.

Thanks,
Adrian

Her reply:

Good Morning,
Again I appoligize that you were given wrong information. If the plan
is not correct the phone will not work. This phone requires the $40.00
SERO Premium Plan and the $10.00 Enhanced Data Plan. We value your
business and appreciate the opportunity to answer your questions. If we
can be of further assistance or if you have any other questions or
concerns please contact us again.

Sincerely,
Kim O.
Sprint
Bristol, VA

Guess I'm sticking on the plan, because while I feel screwed by Sprint, at least they used lube. Other providers seem to not use lube, but other people are more use to it so have calluses around their O rings. Would not have been so much of an issue if I was not given the wrong information in the first place.

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