New Sprint TEP tiers and deductibles coming in June

On 6/17/12, Sprint is introducing new TEP tiers and deductibles based on device Standard Retail Price (SRP).

• The $8 TEP tier remains in place for existing device models, while a new $11 TEP tier will be introduced to support high-end device models.


• Apple iPhones are not eligible for TEP.


• Tiers include:

	Deductible	Device SRP	Monthly TEP Charge
Tier 1	$50	≤$324.99	$8
Tier 2	$100	$325 -$549.98	$8
Tier 3	$150	$549.99 -$599.99	$11
Tier 4	$200	≥$600	$11

Why you need to know it:

• Customers buying a Tier 1 or Tier 2 device with TEP remain at the $8 tier.


• Customers buying a Tier 3 or Tier 4 new device and add TEP before 6/17 will:
  
  
  
  • Be at the $8 tier and then move to the $11 tier.
  
  
  • 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 6/17/12 notifying them that their TEP monthly charge will be increased 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.
  
  
  
  

What you need to do:

• Tell customers about the new TEP changes when they buy a Tier 3 or Tier 4 device model before 6/17/12.


• For more information about these changes,see TEP, ERP, ESRP Reference Matrix and Know Changes to TEP Program Coming in June
  
  
  
  • CST: Go to CST Search and enter the keywords tep matrix and tep objections.
  
  
  • TW-Ops: Go to Products & Pricing > Product or Service drop-down list > Sprint Protection Programs
  
  
  
  

Frequently Asked Questions

What is TEP?
Total Equipment Protection covers virtually anything that can happen to your phone. Without TEP, customers who lose or damage their device might need to shell out the full suggested retail price (for example, $549.99 for a Galaxy Nexus) to replace their device.

Are there any Apps I can use to help with my TEP service?
Yes. When you enroll, you will receive an App that lets you track, alarm and remotely lock or wipe your device if it is lost or stolen.

If I already have TEP, will I be grandfathered into that rate?
Starting 6/17/12, TEP will be at $11 with a $150 deductible and will apply to the 4G LTE devices with a price of $549.00 and after 6/17/12.

When will I see this increase in TEP on my bill?
When you receive your next bill after 6/17/12, the new price will be listed.

Will I receive any other reminders about this besides this blog?
Yes. Within a few weeks, you will receive a welcome postcard in the mail. This postcard will remind you about the price change. You will also receive an email notification in June or early July that will provide more detail about the price change.

Why will the price for TEP on my 4G LTE device be increased to $11 in June. This seems high.
Due to the high replacement cost of these phones, it was necessary to increase the monthly charge.

Is this really worth the price?
Yes. You could be enrolled in TEP for 3 years and pay the $150 deductible for a loss/theft/damage claim and still not equal the replacement cost of your phone.

When can I sign up for TEP?
You can sign up for Total Monthly Protection within the first month of any device purchased and activated.

Sprint Store Information Master Database

Ever wondered what info we have about the retail/Servie & Repair (S&R) stores that you don't? Believe it or not, it's not much! Basically, we have:

• Dealer Name / DBA / Legal Name & Address Info


• Standard Store Phone #


• Service & Repair Phone #


• Store Territory / Director of that area / Sprint Contact


• Store's Contract ID


• & Finally the store's hours

Some of you may find this info useful? Perhaps for directing complaints, direct phone numbers, or other reasons. In case you do, it's posted here as a google doc:

Sprint Service & Repair Master DB (2012) (Google Doc)

Keep in mind that most locations are simply DBA's with a Sprint contract. So when we have issues with them at an executive level we simply refer back to the division manager that enforces the contract, or requests a favor, but in the end, it's up to the store to handle situations within our guidelines.

PRL Updates in select LA markets

Starting this morning, we have released new Preferred Roaming List (PRL) updates that allow customers in select areas to keep their roaming ability. This will mean nothing to 99.99% of you that read the blog, but for those few that do, I know you’ve been waiting on this for a little while now, so here you are.

The new PRLs (standard 10055/50555, EVDO 20255/60655 and data card 60755) resolve the loss of mobile broadband roaming as home service in Houma, LA and surrounding markets.

These same PRLs will also resolve the following roaming outages expected to take place on the targeted dates indicated.

• 10/28/09 - loss of roaming voice and 1XRTT - Mohave County (This PRL update does not resolve mobile broadband roaming coverage loss for customers in this area.)


• 11/13/09 - loss of roaming voice and 1XRTT - Yuma County and La Paz County, AZ


• 11/18/09 - loss of roaming voice and 1xRTT - Santa Cruz County, AZ(This PRL update does not resolve mobile broadband roaming coverage loss for customers in this area.)

Customers living in or traveling in these counties should update their PRL prior to the roaming network date, or they will lose the listed services.

Note: Dates listed are planned; however, actual actual dates may vary by about 1 - 3 days before or after.

BlackBerry 8330, 8130, 8830 Maintenance Release 10/14

Update time! On 10/14, BlackBerry will release a Maintenance Release (MR) for the BlackBerry 8330, 8130, and 8830 handsets. It will post to Sprint.com/downloads on 10/21/09.

• The new software version is 4.5.0.175 bundle 295.


• The BlackBerry 8330, 8130, and 8830 MR fixes the following issues.
  
  
  
  • Display:
    
    
    
    • If the customer received a new email or SMS text message, the Home screen might not have displayed an indication of a new message received.
    
    
    
    
  
  
  • Wireless Network:
    
    
    
    • In some cases, the signal strength indicator (RSSI) might have fluctuated randomly and the customer’s device might have appeared to have a strong connection to the wireless network, followed by a weaker connection.
    
    
    
    
  
  
  • Messaging:
    
    
    
    • Previously, if the customer’s SMS delivery option was set to immediate, their device might not have sent the SMS message immediately as expected
    
    
    • If the customer’s were sent multiple MMS messages, they might not have received all of the MMS messages.
    
    
    
    
  
  
  • Phone and Voice Dialing:
    
    
    
    • If the customer received a phone call there might have been a delay in audio routing between the time they answered the call to when the recipient heard their voice.
    
    
    
    
  
  
  
  

Hold tight for the update next week, and post your experiences / thoughts when it arrives…

HTC Hero User Guide

What blows the HTC Touch Pro II out of the water and launches on October 7? The HTC Hero, that’s what! It may seem like a tough decision between the Hero and the Touch Pro II – especially for those accustomed to a Windows Mobile device – but once the Hero is in your hands, the decision is an easy one.



While we wait for the official launch date to get here, below are some goodies to get you started…

HTC Hero Getting Started Guide

HTC Hero Users Guide (Full)

BlackBerry Tour 9630 - July 20

Been trying this devie out for a little while now on the side.. gotta say - I REALLY like it. Looks like everyone will be able to snag one (assuming you haven't already snagged a Pre instead) on 07/20 **updated to 07/12**

Palm Pre Goodness

Whoops - I was off by one on the launch date, sorry folks - sometimes even I get the slip, ya know :) It was never my intention for my blog to be all about the Palm Pre, just my sometimes mundane life at sprint. But, hey - what can I do lol. We've been working in our own departments and in others the past few weeks, gearing up on all fronts - hence my lack of posts. Like I said though - ISN isn't about the Pre, it's about Sprint - and though I have blogged mostly about the Pre lately, well... quite frankly that's been the biggest thing going on, so it's only appropriate, right?

Ok.. ok... so I did mention goodness, right? If the blog stats are any indication then you've ALL been craving some new info... yea, i see ya hitting refresh every hour or two to see if I've posted. Get a feed reader, already - lol :) So who am I to disappoint.. here's some goodness I doubt you've been exposed to. Enjoy.

Oh.. and while you're here, in case you're new, check out some of my non-pre posts too, like: Overage Relief Minutes, where you can get 100 minutes for $5 (sure beats .40 cents a minute for overage, right?) oh yea..back to the palm pre, boys.... and you may already know this - quite frankly I've been so caught up in it all at work, I forget what's been figured out, and what hasn't.

How about some official accessories, price plans, and device info (including battery life)? Full size images after the jump!


After the jump: Palm Pre Service Plans, Featured Accessories, & More...

 

Palm Pre Contacts Video Short

Palm Pre FAQ: Round 2

There’s been a lot of hype about the Palm Pre, and as we get closer to June the questions about it get more frequent. Here’s some of the more popular questions that I’ve encountered and am able to answer.

The backup feature, does it cost anything more?

Nope, it’s all included for free as a part of the service provided by Palm included with your Pre.

What happens to my phone when it’s in USB Mode?

All calls are routed to voicemail when the Pre is in USB Mode. Slight downer, I know – but how often are you really gonna have the Pre in USB Mode? And even then, not more than a couple minutes @ a time.

What IM services will the Pre support for real-time status indicators?

Google Talk (GTalk) and AIM at launch. Do you really know anyone without a Gmail address?

In the Calendar, can I choose my own colors for the appointments?

Yes! it’s easily selectable, or can sync with your Outlook category colors with Exchange.

What about the web browser, can I disable cookies?

Yep, it’s an option in the Web Preferences.

How do I get the calendar to do the cool ‘compress’ when displaying?

Simple! it just has to be a block of time that’s 2 hours or more.

Can you have multiple IM conversations going at the same time?

Yes, the possibilities are limitless – talk to everyone, share the Pre love!

Office 2007 – Any issues?

Nope. Go ahead, tell your boss about it, and bring it to work. Welcome to life with the Pre – it just works!

Can I use Pictbridge (wirelessly sending pics to a printer)?

There’s not a profile for it yet. Hang in there, grasshopper.

With the new webOS, what about virus protection?

The core is not open, and isn’t subject to any viruses, in other words, you’re covered!

What about Calltones?

Would you expect any less? It’s a network feature, so they’re 100% supported, no problems.

Can I save music as a ring tone for my Pre?

Sure, customize it all you want.

Family locator – can I track my son with his Pre?

While it’s great you’d get a Pre for your son (umm, sure!, lol), you won’t be able to track lil Timmy with it just yet using Family Locator.

Can I take videos with my Palm Pre?

Not at launch, but hang in there as great things are on the way, and as the Palm Pre uses the webOS, updates are just a gesture away!

Can I send pictures as a text message?

Using MMS, of course. You can’t however crop pictures yet, so be aware of any size limitations the receiving person may have with their device or carrier, or adjust the camera settings.

That's all for now! Don't forget about the folks over at SprintGurus, where you can discuss not only these Palm Pre FAQs, but anything Sprint related. I do monitor and reply to the comments here on the blog as time permits, but there's a great community of people there that are very knowledgeable, and if you're looking to discuss Sprint or the Pre, it's the place to be!

Sprint Overage Relief Minutes

Tired of paying $.40/per minute or more for using more minutes that your plan allows per month? There’s a little known tip to help avoid paying the ridiculous price for overages. You have to be alert and plan ahead to get the savings, but it’s well worth it. For instance if you used 200 minutes over your plan in any given month, you would have to pay $80 in overage – with the tip below, those same 200 minutes only cost you $10 ! It does pay to plan ahead, or at least to know what day your bill cycle ends and how to check your MOU (minutes of use).

Here’s how it works! Sprint offers ‘Overage Relief Minutes’ to customers who have used more minutes than allotted in their plan. The purpose was originally intended to help customers in ‘one-time’ situations or to use as part of an offer to entice you to upgrade your plan starting with your next bill cycle while providing the overage for the current month at a discounted amount.

• You MUST call in before your bill cycle ends. Overage Relief Minutes can only be added before your bill generates. Nor care or account services or anyone can change this. If you waited too late, you’ll just have to pay for your usage and mark your calendar next month for your cycle end date.


• Overage Relief Minutes come in ‘buckets’. There are several available for consumer accounts, with one restriction: You may only ever purchase a 500 minute bucket 1 time during the entire life of your account. This is enforced by the system and cannot be overridden (though there is a trick, read on!).

Buckets of Minutes	Cost
100 Overage Minutes	$5
200 Overage Minutes	$10
300 Overage Minutes	$15
400 Overage Minutes	$20
500 Overage Minutes	$25

So, how do you get them? It’s simple. Just dial *2 and ask! Tell the agent that you’d like to purchase “Overage Relief Minutes” and if you can feel the blank stare on their face (hopefully most of those have been weeded out by now) insist they look in their knowledgebase for the information, or in a super nice way suggest to them that they ask their team lead or supervisor about it. While every agent is trained on these, most have forgotten the 5 minutes they spent on it during six weeks of training, and it’s not a common call driver, so some may not be familiar.

• Overage Relief Minutes don’t roll over, no matter what expiration date is put on them, again this is systematically enforced. If you want them next month, you’ll have to call in again. They aren’t intended to be an easy way to get extra minutes, but rather for help for occasional overage.


• The agent MUST backdate the SOC to the start of your current billing cycle, or you will only get a prorated portion of the minutes. If this happens, call in after your bill posts to get it corrected, and be clear about what happened and insist on proper credit to your account.


• You can change your mind and purchase more minutes! If you call in on the 20th day of your bill cycle to add a bucket of 100 minutes, and realize on the 30th day that you really needed 400, you can always add more.


• You can only purchase the bucket of 500 minutes one time, however you can ‘stack’ the other buckets all you want. Need 500 again? purchase a 300 and a 200. Need 600? stack a 400 and a 200.Officially there is no limit on the upper amount, however you’d be able to get 1,500 once and 1,000 any month thereafter, as the same code cannot be ‘stacked’ twice during the same month (assuming you get a rep willing to add that many – as most would probably have the good sense to require a plan change, and I can’t say I’d blame them on this, though there’s no official policy).


• Lastly – in case you have a plan that doesn’t include it – Overage Relief Minutes DO NOT apply to roaming minute charges. These would be billed as normal.

If you find yourself using Overage Relief Minutes more than once or twice, then you probably should listen when the agent offers to tell you about a different plan that would save you money – because most likely they’re right, and you’re hanging on to that ancient plan for sentimental reasons – and if that’s the case, then you may actually want to consider our newer offerings that really do include everything. While there’s no formal policy on requiring a plan change commitment when using these minutes, do the math yourself and see what’s right for you, because in almost every case you will save money if you find yourself using these more than a couple of months in a row.

It’s really that simple – so know what day your billing cycle ends, and check your minutes of use each month (that’s 12 times a year – surely you can find the time!). You can find your MOU on sprint.com, by dialing *4 from your handset, and by speaking with someone at Care (*2).

Have you used Overage Relief Minutes before? Did you know they existed? Comment Away!