Cancellation of Samsung Galaxy S III pre-orders supported

For those 'just-in-case' scenarios... once again, cancellation of pre-orders will be supported. This is partly in response to the problem earlier today.

• Requests to Cancel Pre-Orders in Fulfillment Hold for the Samsung Galaxy III will be supported.


• Escalations is supporting cancellations of pre-ordered Samsung Galaxy S III devices until the window of opportunity to cancel expires.

Window of Opportunity:

• The window of opportunity is the time period customers have to cancel pre-orders and is determined by warehouse activities.


• The window closes when inventory is received by the warehouse and preparations begin for order shipment.


• Once the window closes, the opportunity for customers to cancel their pre-order ends and no further cancellations can be supported.


• This can cause customers to be dissatisfied, and must be explained in terms of warehouse limitations

While pre-order cancellations are being supported:

• OS specialists:
  
  
  
  • Until further notice, transfer customers wishing to cancel a Pre-Order for the Samsung Galaxy S III, per existing documentation, to Escalations/Help Desk.
  
  
  
  


• Escalations specialists:
  
  
  
  • Follow existing process to support requested Cancellations.
  
  
  • DO NOT force the order to cancel, but instead wait for the system to complete either a successful (order falls to ACA) or unsuccessful cancellation (order falls to AEQ) and then follow existing processes through to completion
  
  
  
  

• After the window of opportunity to cancel has passed:
  
  
  
  • For ESCALATED scenarios ONLY, where customers threaten legal action or continued escalation, engage your Vendor Manager and Program Manager.
  
  
  
  

Samsung Galaxy III Color Description Issue (Fixed)

A system issue caused the Order Confirmation email to display the incorrect device color, price and phone model on sprint.com and Telesales pre-orders e-mail confirmations.

• A table update that corrected the issue was pushed into production at 9 a.m. Central time this morning, however, some customers who ordered before the update will be asking about the error.


• Concerned customers are calling or chatting requesting to cancel their pre-order.

 

• Order Support:
  
  
  
  • Explain to customers that placed the pre-ordere on the web:
    
    
    
    • The email content is incorrect.
    
    
    • Customers will receive the color and model that they selected online.
    
    
    
    
  
  
  • Explain to customers who ordered through Telesales:
    
    
    
    • We are aware of the issue.
    
    
    • We will need to cancel the original order and place a new order.
    
    
    • We will ensure that they receive their intended device model and color, at the price listed in the order confirmation.
    
    
    • Transfer the customer to HD/Escalations.
    
    
    
    
  
  
  
  


• Help Desk/Escalations:
  
  
  
  • Cancel any original order created by Telesales and rekey appropriately.
    
    
    
    • For any order that is rekeyed, explain to customers we will make sure they receive the device requested at the price discussed at Point Of Sale (POS) and listed on the Order Confirmation.
    
    
    • We will not expect customers to pay any price difference if undercharged on the original order.
    
    
    
    
  
  
  • Use systems appropriately to place a rekey for the device, leveraging ADJEQX Adjustment to ensure customers are paying the correct amount where they were originally undercharged, based on POS price communicated with the original order.
  
  
  
  

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