HTC EVO 4G LTE launches on 6/2

Looks like they beat me to the punch before I had a chance to post, but now we know :)

• On 6/2/12 HTC EVO 4G LTE launches with Android 4.0 (Ice Cream Sandwich) for $199.99.


• It will be available in all retail channels including www.sprint.com and 1-800-SPRINT1.


• Sprint retail stores will operate on regular business hours.


• Employee programs (EWD/SWAC) will not launch on 6/2

SVD - Simultaneous Voice & Data on LTE Phones

This is nothing new to most early-adopters of the HTC EVO 4G LTE, however there are some details released below that may be of interest - such as it's obviously not guaranteed, and it does require certain conditions to work properly.

• Sprint 4G LTE phones can acheive Simultaneous Voice and Data (SVD) when connected to a WiFi router.


• They may also achieve SVD when connected to Sprint’s LTE or CDMA networks.

• Sprint 4G LTE phone customers may not see a consistent SVD experience on Sprint’s networks based on numerous conditions.


• SVD should not be guaranteed to our external customers.


• SVDO is possible on Sprint’s LTE phones/handsets, without assistance of LTE or WiFi, utilizing 1x and DO.


• Works only in optimal network conditions.


• Experience not consistent with SVDO; in weaker coverage, voice will take sole priority.

• SVD can be achieved with either LTE or WiFi coverage.


• CDMA + LTE, or CDMA + WiFi should be the primary combinations to achieve simultaneous voice and data, as with previous phones/handsets.


• If utilizing SVDO, the experience will vary, however, if in optimal conditions data speed will be consistent with EvDO speeds.

Friday AM Update on the HTC EVO 4G LTE

8AM

MANY people are now playing with their new EVO LTE - but some are still waiting. Despite the lack of internal updates, here's what is known as far as delivery/pickup dates.

Also.. if you're wondering what that 2nd package is that you're receiving - it's a free Gel Case for your new HTC EVO 4G LTE! Sprint's way to say 'sorry for the delay'!

Sprint:
Online orders are mostly all delivered, and in-store pre-orders should be arriving at some point today. There has still been no word internally on why it's taken so long to get them to our own corp stores, but the wait should be over within 24 hours according to what I'm seeing.

Best Buy:
Online orders have shipped overnight, and in-store pre-orders were able to be picked up in more stores as of yesterday

RadioShack/Target:
Pre-Orders will be arriving at most locations this morning via FedEx, and will be immediately made available for pickup for pre-orders.

Wirefly/Amazon:
I still haven't heard a definitive answer on these two 3rd party resellers. For this one, you probably have better information that I do. However, no one has yet been able to say for sure where the delay is at.

Other notes...

Late last night it was discovered that a few shipments had mismatches between the ESN(serial number) on the outside of the box, and the device inside. This was not due to Customs, but rather a labeling error from HTC. It's not a large deal, and care or webchat can clear it up for you, it will only take a few extra minutes when activating.

There is an expedited process in place for lost/damaged/not received packages... so if you get the runaround if you are having this issue, keep escalating until someone offers it.

And we still have no official launch date. The delay of this has been for a couple of reasons, the primary one being the promise to make sure that all pre-orders are available before the launch date. And this has taken a day or two longer than expected. Will we hear word of an official launch today? I'm optimistic that we will.

Remember twitter (@InsideSprintNow) is where you'll get the news first, as it's easier for me to sneak a tweet sooner than a full post for breaking news, like a launch date, as soon as it happens :)

HTC EVO 4G LTE - 5/25 Official Launch

Just as tens of thousands of you are peeking out your windows watching for the UPS truck, as your phone is out for delivery today, we have received official confirmation:

Tomorrow, Friday 5/25/12 WILL be the official national launch day for the HTC EVO 4G LTE.

UPDATED AT  AM

This has been assumed since yesterday, but could not confirm until just now.

 

4:30PM #EVOGATE Update

8:30 PM Update: Android Central has a screenshot of a BestBuy internal memo, showing that they will be releasing the pre-orders as soon as they're in stock.: http://www.androidcentral.com/best-buy-fill-evo-4g-lte-orders-soon-may-24

4:30PM

While nothing has been announced *yet* today officially... here's a recap of what we know for sure:

• Consumer direct pre-orders are being shipped for delivery tomorrow as we already knew (your phone is likely a few thousand feet in the air at this moment, or on the ground, depending on your location)


• BestBuy.com began charging cards and shipping around noon today for online orders


• We have multiple verifiable reports of 3rd parties that will be receiving stock tonight as well, but there are a couple that won't receive it until tomorrow.


• Sprint Store pre-orders have already shipped and should have arrived today or in the AM.

With ALL of that in mind - there has still been *NOTHING* published internally as far as an official launch date. However, If I had to stake a wager - it would be that pre-orders/reservations would be able to be picked up tomorrow (Friday at the absolute latest).. but with that also being said, it's pure speculation until I hear something definitive. With the way the DWL (Device wait list) works, it's to everyone's advantage of giving a good notice of when they will be able to pick up their device - especially given there is an upcoming holiday weekend, and a ton of people have travel plans. So with all that in mind - I think the 'official' launch day will be Friday 5/25.... simply because tomorrow is super short notice.. especially given the fact that nothing has come out with anything new so far today, and it's almost time to close up shop here on campus.

So that's my prediction - 5/25 as an official launch date - but it's just that, a prediction, until I hear otherwise... and of course, as soon as I hear otherwise, you'll be the first to know!

And - my favorite tweet of the day - UPS has a GREAT attitude about all this.. think they're waiting on an EVO too?



https://twitter.com/UPSHelp/status/205407829941682176

@CustomsBorder Twitter blows up 9,900% - Makes News!

Apparently some government worker was overheard saying "OMG they're talking to us on twitter - what do we do!"

Thanks to a tip from a fan, OhMyGov is reporting...

Last week the US Customs and Border Protection, a branch of theDepartment of Homeland Security, created some online controversy by locking down all HTC EVO 4G LTE and HTC One X mobile devices as the agency investigates if the devices are still breaking Apple patents.

The US Customs investigation dates back to an order by the US International Trade Commission (ITC) last December that found HTC guilty of violatingApple patent 5946647 - a patent related to detecting data items within otherwise unformatted content. However, it appears that the patent wars have just started.

In the past few days tech savvy Twitter users have been airing out their frustration with Customs and Border Protection, creating much buzz around the otherwise unnoticed agency. Campaigns were started on Twitter using the hashtags #FreemyEVO and #CBPevo, encouraging agency to release the phones.

Mentions to the US Customs Twitter handle, @CustomsBorder, were up 9,900% yesterday over Thursday because of the lock down, skyrocketing from 26 mentions to 2,600. Unfortunately for @CustomsBorder, most of the mentions express frustration with the agency versus praise.

So, YES, we were noticed.. just in case you wondered :)

 

EVO 4G LTE - ReadyNOW Setup Guide

While we're waiting for the official launch date to be released hopefully later today, here's something that you might find useful. Ever wonder what guides are used for the retail store folks during the 'ReadyNOW' setup process? It's an intriguing look at what settings are recommended.. as well as what will happen the moment your phone is turned on for the first time.

Download here: HTC EVO 4G LTE ReadyNOW Guide - ISN

or view below:

[scribd id=94548043 key=key-1d5r2v6gex6kecmuwirh mode=list]

HTC EVO 4G LTE: Some have cleared, awaiting launch date.

**UPDATE** JUST GOT NOTICE THAT THEY FINISHED AS OF A FEW MINUTES AGO, AND DEVICES ARE NOW SHIPPING. NEW POST COMING WITH DETAILS. 

 

As of this afternoon's launch update call, I have learned that only some shipments have cleared customs at the Louisville warehouse. It turns out that they are not being cleared per model, as we thought, but rather per shipment. Which, in hindsight makes sense, but had not crossed my mind before. I do not know how many 'shipments' were received, but as of 3PM today, it was reported that about half had cleared. I also learned that the update came so late in the day, because they were awaiting to see if they would complete today or not. It is anticipated that they would finish this afternoon, or tomorrow at the latest.

NOTE: this does NOT mean they are checking every phone, as some have asked - it simply means they are testing a sample from each shipment (each shipment contains 1,000's of devices, and they only sample 1), and that sample does not get shipped out, so no worries about getting a 'used' device. There was also some mention of some additional reasons why they were checking actual samples, instead of just going by the paperwork, but no real details were given on the call.

OK. So the big question is when will they ship. If they finish late tonight or tomorrow, they would ship as soon as tomorrow night. At any point after that, they will ship on the night they are completed. You won't hear this from care or stores if you ask, because they are being told to give the customary 'unsure/out of our hands' responses you've already heard already, because we can't be 100% sure of when they will finish. And since they delay is expected to be short, they will launch all at once (not ship out half now, the rest in a day or two)... and all pre-orders WILL get their devices first. It's still planned that the launch date will be this week, as they could be finished as soon as tomorrow.

I know there's probably more, as it was a crazy long call, but I wanted to get as much too you guys as quickly as I could. I'll reread this after I post it, and post any updates as needed. The next launch update call is tomorrow afternoon.

... and here's the updated/same answer that has been re-provided to care:

Q: What is the status of pre-order and when will pre-order devices be delivered?

• HTC is working with U.S. Customs for a speedy resolution and your pre-order fee still holds the device.


• We will provide a ship date as soon as possible.


• We maintain the promise for the preorder customers that they will be among the first to receive their HTC EVO 4G LTE units.

HTC EVO 4G LTE Videos

had no idea you guys like videos so much. Someone asked if I had any HTC EVO 4G LTE videos? of COURSE! lol... here's the ones I was able to round up internally. Not sure if they are just for internal, or for use on the sprint.com site - but either way, here they are!

HTC EVO 4G LTE Camera Overview:

http://www.youtube.com/watch?v=ohdpFXuWsl0

 

HTC EVO 4G LTE General Overview:

http://www.youtube.com/watch?v=bjOFw2P34Qw

 

HTC EVO 4G LTE Audio Features:

http://www.youtube.com/watch?v=mBCLh2QnJr4&feature=youtu.be

 

HTC EVO 4G LTE Android & HTC Sense:

http://www.youtube.com/watch?v=pJ_B2HjKvd4&feature=youtu.be

 

HTC EVO 4G LTE: Cleared by Customs

It would appear that customs has cleared the HTC EVO 4G LTE. According to the TaiPei Times:

"In a twist to the US’ import ban on various HTC Corp (宏達電) smartphones, the company yesterday said some of its products blocked by US customs because of patent-infringement concerns had been allowed to enter the US market after passing the customs’ review."

I have not seen anything internally yet as far as shipping dates, but I would expect to have that info either later tonight or super early in the morning. I do know there were several plans drafted based on when they would be cleared, so I'll get that info and match it up and see where we're at. Hang tight, it's going to be a fast paced next 24 hours! :) And who knew customs worked on the weekend for commercial stuff!

Thanks to about 200 people that sent me this article! I was out at brunch and having drinks with some friends on a lazy day, and had no expectations of anything breaking today :) At least now I've got some snooping to do.

 

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 :)

HTC EVO 4G LTE Update - 6PM

I know you all want to hear better news - but I don't have it. Word is that there was supposed to be a promised/scheduled inspection by those wonderful customs folks today (after 3+ weeks of them dragging their heels).. but it never happened. Why not? That I have no info on. It is the government we're dealing with here.

What I can tell you is that the mere fact that they promised/scheduled an inspection for today is better news than we've had for the previous 3+ weeks the phones have been in the FTZ (Foreign Trade Zone). Progress? Yes. Perfection? No. So let's hope we get one on Monday, and still make the new launch date that was mentioned before.... I wish I could tell you more, but I simply don't have any more info to give. Should something crazy come up tonight or over the weekend (or some should CBP worker decide to claim some overtime), I'll post it asap... but our weekend 'pipeline' is composed on Fridays (basically all the info that will be distributed over the weekend) and there's nothing in there yet.... so I'll keep checking, and you'll be the first to know as soon as I hear anything - good or bad :)

 

ISN

Process Update: Cancelling a submitted order - Escalation

Also, this just went out to the front lines. Nothing really new, other than the fact that it's a small modification to the long standing 'refuse shipment' process for cancelling an order once it's been submitted. Unsure what prompted it.. could it be because we made public the 'Why you can't cancel your Sprint order' post? We'll never know for sure, but it serves the same purpose, without the extra work on the customer's part. Maybe if nothing else, we've prompted a change in process that benefits the customer. Maybe that's wishful thinking.. maybe not. It is unclear whether the process will be carried over to other orders, or reserved solely for this situation.

Remember: Requests to Cancel Pre-Orders in Fulfillment Hold for the HTC EVO 4G LTE can no longer be accepted. Instruct customers on refusing shipment (no accessories included) or follow return processes.

For ESCALATED scenarios ONLY, where customers threaten legal action or continued escalation through the corporate chain, engage Supervisor. Tell customers that we will attempt to work with the warehouse and carrier to request a package intercept at Sprint’s cost.

Supervisors will send the following detail to Escalations as follows: (address removed, as the point was the change in process, not the email contact info)

• Subject Line:  Escalated HTC EVO 4G LTE Cancellation Request for


• Detail Required within e-mail body:


• Customer Name


• BAN


• Order Number


• Date/Time Request to Cancel Received

7AM Update - HTC EVO 4G LTE Launch Delay

Morning, all! After some MUCH needed sleep, and catching up on some emails, I just wanted to give a quick update before I head into the office to see what the day will bring.

• I CAN confirm that an email with out to the 3rd Party distro with the 5/23 date.


• Since Best-Buy is saying 'whoops' for sending the email, I'm not sure if they got smacked for releasing the date first, or if someone just messed up.


• I do believe I'll be able to get a copy of the actual email today to post.


• There is a 2PM Conference bridge today about the launch.. but we've had these daily at some point each day, so don't get too excited. Yesterday's was simply boring stuff we all already knew. Generally these are not the venue for breaking news.

Also, thanks to everyone that's been reading the blog over the past couple of days, I've been able to get in touch with someone who actually works for the warehouse in Louisville yesterday! It took me a while to figure out how to verify who they were, but finally I was able to do so. According to them, we have some stock there that is in the foreign trade zone (aka customs) and some that is not. Apparently some of the earlier shipments have been in the racks for a while(some are always held back for replacements, demos, store models, training phones,etc...). They have indeed picked and packed both sections for the ones that are being shipped out, and last night they were prepping for 'rollout'. I don't have any more information than that... but I'm determined to find some out today :)

Time for the morning commute. Hopefully I'll be able to confirm something more soon. In the meantime, if you're new to ISN, I've posted a TON of stuff over the past few years you might find interesting, so check it out - and let me know what else you'd like to see. From training docs, to processes, to launch decks.... I am generally so accustomed to seeing it all so much that I only post stuff that I think would be REALLY interesting to others.. but if there's other stuff you're curious about, please speak up!

Why you can't cancel your Sprint Order

So the second most popular question of the day seems to be "can i cancel my order/pre-order?" (The #1 most popular question is of course related, and answered with what is known, here)

In short, the answer is 'No'. But it's likely NOT for the reasons you may think. There are several different linked systems that handle your order behind the scenes, automating everything about it - placement, billing, fulfillment, tracking, etc... and despite years and years of minor modifications, they're basically all held together with duct tape when it comes to integration and one system knowing what the other is doing. I don't say this to make it sound bad - it does work. If you've ever worked in a corporation this large, or a similar industry, you'll understand exactly what I mean. But there are limitations. Over the years policies have been created to work around these short-comings, and brings us to the #2 topic of the day.

The primary limitation is that once an order status changes from 'Not Submitted' to any other status, from that point forward if the order is cancelled in FDT(Our Fulfillment Desktop), the order is removed from the billing system, however it would still ship out in about 90% of cases. For that reason, a policy has been in place for many years that states NO ORDER CAN BE CANCELLED unless it's in that preliminary 'Not Submitted' status. In fact, that's one of the main reasons that  most general care agents have read-only access to FDT.

So what do you do if you want to cancel your pre-order? You must refuse shipment of the device once it actually ships, as with any other order. Now this isn't ideal because devices are delivered without a signature required in most areas (it's the carrier's discretion) - so if it's delivered when you're not present, you would then have to follow the normal return process by shipping the box back.

So, the multi-million dollar question becomes - will there be an exception made for this? My opinion: NO. Unless the launch is delayed more than a few weeks - and I think we are all confident it will be resolved much more quickly. My humble opinion is to hang tight, and this will work out within a few days most likely. In the long-term, if for some reason it couldn't be resolved, then I'm certain we could task the back office offline teams to create a manual process for processing these, but I don't anticipate the need for it, personally.

There was actually a communication sent out late yesterday, reminding agents of this process, specifying the HTC EVO 4G LTE, and reminding care groups of the policy, to prevent any order-related cancellation issues:

• Because this is a pre-order, the window of opportunity to cancel has expired.


• Requests to Cancel Pre-Orders in Fulfillment Hold for the HTC EVO 4G LTE can no longer be accepted.


• Instruct customers on refusing shipment (no accessories included) or follow return processes.

 

**UPDATE** 4PM - In fact, there will be no cancellations of pre-orders allowed. more details coming up in a new post within the hour!

**UPDATE** 11AM

Due to the anticipated length of time for this specific issue, cancellations will now be allowed, since there is no chance that the item would still ship out and you not be billed for it (as is the usual case). But you can't do it via general care, use the instructions below:

If you would like to select an alternate product or cancel your backordered item, please call 866-789-8292 between 8:00 a.m. EST to 11:00 p.m. EST Monday to Friday or 9:00 a.m. EST to 9:00 p.m. EST on Saturdays and Sundays.Please note that cancellation requests may not always process successfully due to the speed of warehouse processing.If you cancelled your backordered item but still received a shipment, please refuse the shipment or call us to process a return within 14 days of receipt.

HTC EVO 4G LTE delayed at US Customs by Apple

**SEE THE LATEST UPDATE (FULL LAUNCH DELAY**

**11PM UPDATE** HTC EVO 4G LTE launch now officially delayed. new post upcoming with details within the hour. 

**10PM UPDATE** Since posting the article below - it appears that a large majority of the pre-order stock is also being held. Will know more on Wednesday AM around 10AM, will update then.

===

If you have already ordered your HTC EVO 4G LTE or plan on buying one at a store on Friday, then you're lucky... you may be in the elite group of people that will be able to say they own the device anytime soon. When the email inbox started lighting up a couple of hours ago with questions, we should have known something was up - and we can now confirm that a large number of shipments from HTC are now being held by US Customs - for Apple patent infringement.

So what's this mean for you? Well, if you're not one of the early adopters, and usually ride the 'second wave' when a new device is launched, you may be waiting just a bit longer until this power play by Apple is worked out.

The Verge has more info...

HTC's statement:

The US availability of the HTC One X and HTC EVO 4G LTE has been delayed due to a standard U.S. Customs review of shipments that is required after an ITC exclusion order. We believe we are in compliance with the ruling and HTC is working closely with Customs to secure approval. The HTC One X and HTC Evo 4G LTE have been received enthusiastically by customers and we appreciate their patience as we work to get these products into their hands as soon as possible.

HTC EVO 4G LTE & Galaxy Nexus customers to receive $8 TEP through September

Customers that purchase the HTC EVO 4G LTE or Galaxy Nexus by Samsung before 6/17/12 will be impacted by the new tiered TEP charges and deductibles. 

Customers buying an HTC EVO 4G LTE or Galaxy Nexus by Samsung before 6/17/12 and add TEP will:

• Be at the $8 tier and then move to the $11 tier on 6/17/12.


• Receive multiple written notifications explaining the increase in their monthly TEP charges and deductibles.


• Be sent a legal notification in the form of a letter by mail after 6/17 notifying them that their monthly charge for TEP will increase from $8 to $11


• See a $3 credit in their monthly bill from July through September, which will meet Sprint’s legal requirement to notify customers 90 days in advance of a price increase.

Customers buying an HTC EVO 4G LTE or Galaxy Nexus by Samsung after 6/17 and add TEP start at the $11 Tier.

More info about the TEP Increases is available here

HTC EVO 4G LTE User Guide

As was posted a few days ago during the launch date release post, we do have the User Manual for the HTC EVO 4G LTE available, too.

You can download here, or view below. Enjoy!

[scribd id=93053479 key=key-29luv9wvq1usb6wvpa91 mode=list]

HTC EVO 4G LTE debuts on May 18 for $199.99

And now Sprint makes it officials with the update below being pushed to everyone earlier this morning:

Specialists:All
Customers: All
Effective Date: 5/9/12

What you need to know:

• On 5/18/12, the next EVOlution of the award-winning HTC EVO™ family, EVO™ 4G LTE, debuts for $199.99 (excludes taxes and surcharges).


• EVO 4G LTE focuses on exceptional improvements in camera technology, audio and voice quality on both the network and device.


• HTC EVO 4G LTE is now available for pre-order at www.sprint.com/evo4glte.


• With this launch, Sprint becomes the first U.S. carrier to announce plans for a nationwide HD Voice network beginning in late 2012 as part of Sprint’s Network Vision program.

Multi-media powerhouse:

HTC EVO 4G LTE is a multimedia powerhouse designed to deliver a high-definition experience at 4G LTE speeds. Features include:

• Android™ 4.0, Ice Cream Sandwich


• HTC Sense 4.0


• Beats Audio™


• 4.7-inch HD display


• 1.5GHz dual-core processor


• 2000mAh embedded battery


• Dual-cameras (8-megapixel rear-facing and 1.3-megapixel front-facing) with instant capture capability


• Kickstand built into the smartphone’s refined, slim design

HTC’s Authentic Sound experience:

• EVO 4G LTE is Sprint’s first device with HTC’s Authentic Sound experience integrating Beats By Dr. Dre Audio™.


• The technology enables customers to hear music the way the artist intended with unique audio tuning that delivers thundering bass, soaring midrange and crisp highs.

Mobile photography and video get easier:

• The on-screen photo and video buttons are right next to each other so users can take video and still photos concurrently.


• HTC EVO 4G LTE’s camera has a super-fast start-up time of just 0.7 seconds and auto-focus time of just 0.2 seconds allowing users to easily stay with a moving object or person.

What you can do:

• To learn more about HTC EVO 4G LTE, visit www.sprint.com/evo4glte

HTC EVO 4G LTE: Online and In-Store Pre-Order Device Wait List

Starting 05/07/12, customers can preorder the HTC EVO 4G LTE (APX325CKT) online or use the In-Store Pre-Order Device Wait List (DWL).

• In-Store Pre-Order Device Wait List is scheduled to remain open until national launch.


• DWL could end early if demand exceeds allocated inventory.

How the Device Wait List works:

• Customers visit their nearest company-owned Sprint Retail Store to purchase a $50 Sprint gift card, which adds their name to a waiting list.


• Customers make one $50 Sprint gift card purchase for each device they are reserving.


• Customers will be contacted by the Sprint Store when their device is available for pick-up.
  
  
  
  • An appointment to pick-up the device will be scheduled.
  
  
  • If customer misses their scheduled appointment time, customer has until end of the business day on the day of the agreed appointment to pick up their device.
  
  
  • Customers who fail to pick up their device on the day of their appointment will be placed on the DWL until another device becomes available for them.
    
    
    
    • These customers will be contacted 3 times before their name is removed from the DWL permanently.
    
    
    
    
  
  
  
  


• Sprint gift cards
  
  
  
  • Are non-refundable and do not expire or lose value.
  
  
  • Can be used to buy any device or accessory or towards their bill.
  
  
  
  

What you need to do:

• Answer any basic questions the customer has about the In-Store Pre-Order Device Wait List process.


• Refer customers to acompany-owned Sprint Retail Storeto:
  
  
  
  • Purchase a Sprint Gift Card and add their name to the list.
  
  
  • For questions/changes to the appointment time to pick-up their device.
  
  
  • For customer reported issues with the Sprint gift card where the dollar amount was not loaded correctly at the time of purchase.