6AM Update: HTC Gets help from Economics Minister - & Warehouse Info

The sun isn't even up yet, so there's not any new information this early on the status, but there is one HTC update from overnight:

Taiwan Economics Minister offers assistance, if needed, to resolve current customs issues dealing with the Apple patent.

Taipei, May 17 (CNA) Minister of Economic Affairs Shih Yen-shiang said Thursday his ministry will provide smartphone vendor HTC Corp. with assistance, if necessary, to deal with the ongoing litigation on patent infringement brought against the Taiwanese firm by rival Apple Inc.

Shih told lawmakers at a legislative session that the ministry has kept in close touch with HTC to keep informed of the progress of the particular litigation.

Also, a question from the inbox overnight, asked by about 100 people...

Where is the sprint warehouse?/Do you have any info on the Sprint warehouse?

Those not in the industry may find this odd - but Sprint actually doesn't have a warehouse. At least not in the traditional sense. Our primary 'warehouse' is actually outsourced (as with almost everything in the enterprise) to UPS. It's UPS employees that run the operation, answer the phones, process the return kits, ship out your new phones, and yes they even do the basic phone repairs(Level 1-3). And it's almost entirely automated, in a 500,000 sq/ft space in Louisville, KY. And yes, there is a bonded customs area (foreign trade zone) within the complex as well, for international shipments(hint: think HTC). While I've never been there in person, I was able to find a couple of older articles about it, one of them cited "a highly automated UPS fulfillment system utilizing four pick modules which are three layers high and over 200 feet long.  Capacity is available to handle 65,000 orders a day". I'll try to dig around internally today and see what other info I can find on it, but as it's outsourced, I'm not sure just how munch info we have on the actual day to day operations, other than processes.

*UPDATE* Thanks to a tip from reader Dan - here's a video that gives a rare glimpse into the Sprint warehouse:
http://pressroom.ups.com/Video/UPS+Delivers+for+Sprint

Got a question you want answered? email it to me: inside.sprint.now@gmail.com

UPDATE: HTC EVO 4G LTE - Delayed Launch Status

As you know, over the past 24 hours we've been posting on the delayed launch of the HTC EVO 4G LTE.

as of 4:45PM, we are able to report:

• 'Pick and Pack' has now been completed on ALL pre-orders, therefore cancellation of orders is no longer possible.


• HTC has a judicial hearing scheduled this week, and we should have clearance to ship shortly thereafter.


• Unofficially, we should be shipping no later than the first of next week, likely sooner.

This is a very fluid situation, and we'll be updating throughout the evening as more is learned. Obviously a date can't be confirmed until the judicial review, however, internally the anticipation is a very quick resolution.

Previously:

Why you can't cancel your order / Full Launch Delay HTC EVO 4G LTE

Here's the official responses you'll get from care:

• Q: Can I cancel my pre-order?


• A: We can‘t cancel the pre-order at this time. Please wait for your shipment to be delivered. At that time you can either refuse deliver or call us for a return kit.


• Q: What do I do if the customer still insists on canceling their pre-order?


• A: Tell the customer we will try to have the shipment returned at the warehouse when shipping starts.
  
  
  
  • We are asking our Back-Office Escalations team to keep a track cancelation requests so that Return-to-Sender requests can be processed when ASNs begin processing.
  
  
  • If the RTS is unsuccessful we will have to arrange a call back to revert to an RMA with the customer.
  
  
  
  


• Q: When will HTC EVO 4G LTE be available to consumers?


• A:  We can’t provide specific timing for product availability at this time and we appreciate your patience as HTC works to get products on store shelves as soon as possible. Educate the customer to chek the HTC EVO LTE microsite (http://www.sprint.com/evo4glte) for the availability date.

Device Capabilities - All Sprint Devices

Have you ever wanted a handy reference, of all the capabilities of all the devices in the Sprint repository? Maybe to compare features, or to see exactly how your device stacks up? We've got exactly what you need.

• View as a Google Doc


• Direct Download (.xls): Device Capabilities ISN

Here's a preview below, but it's easier viewing as the Google Doc above, or download to have sort/filter ability.

[googleapps domain="docs" dir="spreadsheet/pub" query="key=0AhEF0Bge4z5gdHZJYTdxb0ZhencxNTZ6TndnTjQzZmc&single=true&gid=0&output=html&widget=true" width="500" height="300" /]

Google Play(Android Market) - Now bill it all to your account - ASL Limits Increased

You can now bill all purchases from Google Play/Android Market to your Sprint Account. This actually started yesterday (5/15), but we were busy tracking the other breaking news of the day.

New media types were added to billable options - music, movie rentals, & e-books. 

Invoices will read as: "Android Market - Media" for the purchases made. Your account must be 90 days old for the option to be available.

In tandem with the new option to bill to account, ASL (Spending Limit Customers) now have new limits on purchases made at Google Play.

• ASL subscribers with 0-3 months of Sprint service no longer have the option to bill to their account for Google Play purchases.


• ASL subscribers with more than 3 months of Sprint service have a monthly spending cap of $25, and the new media types are now available for billing.


• Non-ASL subscribers with more than 3 months of Sprint service now also have the ability to purchase new content types, including music, books and movies.

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.

Sprint HTC EVO 4G LTE - Full Launch Delay

In continuation of our earlier post - we can now (un)officially confirm that the FULL launch of the HTC EVO 4G LTE is now officially delayed. This is very preliminary, however, as of 11PM tonight, we can report:

• FULL Launch DELAY


• No pre-orders will be shipped


• No HTC EVO 4G LTE devices will be sold in stores on 5/18


• Internal conversations put the launch delay at least 10 days out, however that's up to customs and a court right now

PLEASE NOTE: This can and likely will change over the next 12-24 hours, but as of right now, that is the status. We will know more after 10AM on Wednesday, and I'll try to post an update as soon as I can after that.

The official response is "The launch of HTC EVO 4G LTE has been delayed due to a standard issue with U.S. Customs". see the previous post for more details, but basically Apple is claiming that the shipments from HTC contain software/features that violate a patent it holds.

• U.S. Customs routinely inspects International Trade Commission (ITC) exculsion shipments.


• HTC is working closely with U.S. Customs to secure approval.

Here's the official responses:
If customers inquire about the delay, share the following reactively:

Q: What response do we provide customers about HTC EVO 4G LTE availability?
A: The U.S. availability of the HTC EVO 4G LTE has been delayed. HTC is working to resolve this issue and appreciates your patience as they work to get products into Sprint channels.


Q: What impact does this have to on the HTC EVO 4G LTE that I’ve already purchased through pre-order?
A: The arrival of your HTC EVO 4G LTE will be delayed until HTC is able to resolve this issue.

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

Q: When will HTC EVO 4G LTE be available to consumers?
A: We can’t provide specific timing for product availability at this time and we appreciate your patience as HTC works to get products on store shelves as soon as possible. Educate the customer to chek the HTC EVO LTE microsite (http://www.sprint.com/evo4glte) for the availability date.

Q: What happens if I break or need to return my HTC EVO 4G LTE? Will I be able to get a replacement?
A: The delay in availability does not currently impact pre-ordered product returned for repair or replacement.

Remember: We appreciate our customers enthusiastic support and appreciate their patience as we work to get HTC EVO 4G LTE in to their hands as soon as possible.

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.

Bye, Bye iDEN - Devices no longer available for purchase

Starting 5/18/12, iDEN devices will be completely removed from Telesales, Sprint.com, Consumer Care, SWAC and Sprint Retail Stores. After Friday, the only place to purchase an iDEN device will be a 3rd Party retail store that carries Boost Mobile devices. In the interest of keeping the mole-hunters at bay, I'll post the iDEN FAQ sheet from Boost Mobile below - it has the same facts as the one for Sprint, with a few words changed, and the addition that Boost retailers can still order and sell the devices if they choose to. 

Also, as of 7/4/12, no more iDEN activations will be allowed in the system. So those that have an iDEN phone activated before then can use it until next summer, but after that it's bye-bye-bye.

From the Boost Retailer FAQ:

Should I still sell iDEN devices?

• Yes. If the customer is a “heavy” iDEN walkie-talkie user, you can still sell iDEN devices, letting the customer know that the iDEN network is projected to shut down in mid-2013. Offers may be available at a later date to migrate the customer to another device.


• However, if a customer is a “low” or “no usage” walkie-talkie user, suggest the customer purchase a Boost Mobile CDMA device so they can start taking advantage of our CDMA network improvements.


• Starting July 10, we will no longer allow new activations onto iDEN, however the existing


• iDEN customer base will still be able to use their handsets and perform equipment changes and network swaps until the projected network shut down in mid-2013.

From the Sprint FAQ:

• Sprint is completely phasing out the iDEN network by 2013 so this is the customer‘s opportunity to get a jump on migrating to CDMA.

• Proactively offer the opportunity to migrate to a CDMA device.


• Tell upgrade eligible iDEN customers about the great offers available for CDMA devices and the benefits of the CDMA network.


• Tell iDEN push-to-talk users that they will experience the same convenience using the Sprint Direct Connect feature. 

And there's one more gem hidden in the box: Effective 5/18/12, the iDEN International Direct Connect add-on will increase from $10 per month to $15 per month. Existing impacted customers were sent postcards and bill messages to notify them of this change

Download the FAQ here: iDEN FAQ Document 04_25_12 - ISN

or view below:

[scribd id=93665385 key=key-26j1guzc5vj9o1npj19q mode=list]

WEA/CMAS Enabled Sprint Phones

As I blogged about previously, the new Emergency Alerts System for your phone is now active. below is the list of Sprint phones that currently have WEA/CMAS Enabled:



The list is:

LG Optimus Elite (LS-696)

LG Viper 4G LTE

Kyocera DuraPlus (E4233)

LG Rumor Reflex (LN-272)

ZTE Fury (N850)

Samsung M370

Sprint Express (M650)

Kyocera DuraCore (E4210)

HTC EVO Design 4G

Samsung Transform Ultra (M930)

Kyocera DuraMax (E4255)

LG Marquee (LS855)

Kyocera Brio (S3015)

Kyocera Milano (C5120)

Samsung Galaxy S II (SPH-D710)

HTC EVO 3D (APX515CKT)

Samsung Trender (M380)

Sanyo Vero (SCP-3820)

Sanyo Innuendo (SCP-6780)

Samsung Seek (M350)

Sprint Star (*) & Pound (#) Dialing Codes

Lindsay emailed to ask if I could post a list of all of the current "*" & "#" dialing codes.. so by request, the list is below. Note that some of them are state/geo based, especially the 211,311,511,711,811 codes. So dialing them in Las Vegas will get a different result than dialing them in New York.

• Airtime charges apply when dialing * and # numbers with the exception of *2, *3, *4, *5, *7, *911, #911, 611 and #ROAD, unless otherwise noted below.


• Star or pound codes may or may not work in a roaming coverage area (including *2, *3, *4, *5, or #ROAD).

Dialing Code	Description
*2	Access to the Care self-service IVR and Care call centers.
#222	Option 3 order accessories.
*3	Payments made through Sprint phones through the Pay by Phone Automated IVR.
*4	Get minutes used information for each category of usage in English, including text messaging and current bill cycle dates. Get information on current rate plan.
*5	Get minutes used information for each category of usage in Spanish, including text messaging and current bill cycle dates. Get information on current rate plan.
*11	Pennsylvania - PA Turnpikes: (Bucks, Montgomery, Lebanon, Daulphin, Cumberland, Franklin, Fulton, Bedford, Somerset, West Moreland, Allegheny, and ****** Counties) Utah – Salt Lake and Utah Counties
*12	Pennsylvania – PA Turnpikes: Allegheny County, Parkway West, and Parkway East
*27	Louisiana - Lake Ponchatrain Causeway near New Orleans
*28	Turn on both: Conditional Call Forward - Busy and No Answer
*38	Turn off Conditional Call Forward - Busy and No Answer
*47	Alabama – Statewide Kansas – Statewide North Carolina – Statewide South Carolina – Statewide
*55	State Police (on a per market basis only, implemented only upon city/state written requests) Missouri – Statewide Oklahoma – Statewide
*64	New Hampshire – Statewide
*67	Plus the 10 digit phone number to block Caller ID on a single call basis
*70	Plus the 10 digit phone number to cancel Call Waiting on a single call basis
*72	Plus the forward to phone number to activate Call Forwarding
*720	To deactivate Call Forwarding
*73	Plus the forward to phone number to activate Call Forwarding No Answer (no voicemail service plan)
*730	To deactivate Call Forwarding No Answer
*74	Plus the forward to phone number to activate Call Forwarding Busy (no voicemail service plan)
*740	To deactivate Call Forwarding Busy
*77	State Police (on a per market basis only, implemented only upon city/state written requests) Massachusetts- Statewide Maryland – Statewide Maine – Statewide Rhode Island – Statewide
*82	Plus the 10 digit phone number to unblock Caller ID block on a single call basis
*277 (CSP)	Colorado – Statewide
*347 (FHP)	Florida – North, West, Central, and South
*394	Texas – Harris County
*477(GSP)	Georgia – Statewide
*577(LSP)	Louisiana – Statewide
*777	Ohio – Jefferson and Belmont Counties
*847	Tennessee - Statewide
*911	Emergency phone number (same as dialing 911)
*990	Ohio Turnpike (Williams, Fulton, Lucas, Wood, Ottawa, Sandusky, Erie, Lorain, Cuyahoga, Summit, Portage, Trumbull, and Mahoning Counties)
*HP	Highway Patrol (on a per market basis only, implemented only upon city/state written requests)
*THP	Tennessee Highway Patrol (per market basis only, implemented only upon city/state written requests)
#77	State Police (on a per market basis only, implemented only upon city/state written requests) New Jersey – Statewide Virginia - Statewide
#911	Emergency phone number (same as dialing 911)
#CASH	Sprint PCS Payment Card (to find the nearest Prenet location to make a payment)
#ROAD	Roadside Assistance (available to customers with applicable service plan)
#WUN	Western Union (to find the nearest Western Union location that accepts PCS payments)
#REF (733)	Sprint Referral Program
211	Community Relations
311	Non-emergency police and other government services Texas – Harris County
511	Traffic information
611	Customer solutions – no charge for these calls (private-label services)
711	TTD or hearing impaired (Telecommunications Relay Service TRS)
811	Customer solutions (private-label services)
*8477	Texas – Houston (Harris County) Crime Stopper Line