So, you want to cancel your pre-order of the HTC EVO 4G LTE?

This is a question that I've gotten a lot in the past couple of days - How can I cancel my pre-order? Normally, that would be a very easy answer, because in any other normal situation, you really couldn't 'cancel' a pre-order other than refusing shipment once it's arrived. But these are certainly not 'normal' times, are they? Never before in the many years that I've been here have we ever found ourselves in this situation. So for that reason, things have changed multiple times over the past few days regarding how cancellations are handled for this particular situation. And they could change again, but for the time being, you're witnessing a huge corporation do something that it rarely does - make changes based on customer need/response in near real-time (trust me when i say these changes would normally takes weeks or months to roll out). For you that's probably boring and not the point, but for some of us, it's history in the making. If nothing else, I hope we will have learned a few things from this ordeal as a company, and make some changes to both policies and communications. Maybe I'm dreaming. But anyways.. onto why you're here.

So... if you realllllly need to cancel your pre-order, you can now do so. But before you decide to do that, let me say that I fully expect this phone to be in our hands by next week. And I'm also waiting for my HTC EVO 4G LTE! So while I can make no promises, or give you any new info yet... If my mom asked me when she'd have her new EVO, I'd say next week.

But, if you can't wait, or have special circumstance, or are just really mad at the customs folks, there are ways to cancel your order. Here we go:

If you signed up for the DWL (Device Waiting List) at a Corporate Sprint Store:

• Customers who pre-ordered the device at a company-owned Sprint Retail Store purchased one $50 Sprint gift card to add their name to DWL for each device they wished to purchase.


• Customers can contact the store and request removal from the store’s DWL.


• Remind customers the Sprint gift card was a required purchase to be on the DWL. They are non-refundable, can be used to buy any device or accessory, and can be used to credit their Sprint bill.


• To recap, contact the store, they'll remove your name, and put the $50 towards your Sprint bill. 

If you pre-ordered for Direct Ship (sprint.com):

• Contact Order Support @ 866-789-8292 during the following business hours: Monday to Friday 8:00 am EST to 11:00 pm EST, and Saturday & Sunday 9:00 am EST to 9:00 pm EST.


• Explain you wish to cancel your pre-order, and you'll be warm-transferred to the escalations/helpdesk to process the request.
  
  
  
  • Should there be more than a 4 minute hold time for the esc desk, the agent should get their supervisor to email the request to a back office team that will handle the request.
  
  
  • Advise customer the credit card refund request has been submitted to the Refunds Department.
  
  
  • Once approved, the customer receives either an email or voice mail alerting them of the refund and the expected timeline. If not approved, the customer receives a phone call from Sprint
  
  
  
  

There you have it. I'm hoping that Monday we get some good news and I get to tell you good things, but I don't have a magic 8-ball into customs. I can tell you that I'll likely have knowledge of it as SOON as it happens, so you will be among the first to know :)