So.... I think I got really lucky.
After chatting every day online and talking to the ticket resolution team every day (after a 45 minute hold) for a week each, I talked online to tech support, who said that I was being transferred to "order support" (I bought the phone online from Sprint). Below is the first half of the chat (the last half had more personal details so I did not include).
While I have not received any email confirmation, my line IS now eligible for an upgrade and I don't have a "lease payment" due as per the sprint website. . . . which infers that I got really lucky and what is written below will actually happen.
Tatiana G. has transferred your chat to a specialist for more help.
Agent Aeron enters chat
Aeron: I appreciate your patience while the chat was connected to me.
Aeron: Do you wish to chat with technical team?
You: Hello. I have been experiencing signifcant problems with the Galaxy S10, and I was told that the phone can be replaced.
You: Tatiana G.: Okay. Since you completed the troubleshoot and it doesn't work. We will need to replace the device
Aeron: I just received your transfer. Please give me just a few minutes to review the chat.
You: I've spoken with about 30 people over the past 2 weeks
Aeron: I'm sorry for the inconvenience. I’ll help find a solution for you as quickly as possible.
You: thank you
You: Hopefully, it's a phone that works.
Aeron: I understand your concern.
Aeron: I'll be glad to help you.
Aeron: Please give me a moment to access your account information.
Aeron: Please help me with phone number on which S10 is active and you are experiencing an issue won it?
You: i only have one s10
You: The issue is little to no LTE data. it is a wifi device only.
You: And it's getting hot when it uses data.
You: tries to use data
Aeron: Did you turn on the cellular data in the device?
You: I have talked with 30 people in this regard. Yes, I turned on cellular data.
You: ...are you trying to troubleshoot the device or replace it? I've downloaded patches, changed and disabled numerous bands, I've refreshed it with the system 5 times, reconnected to sprint 5 times, rebooted it 100s of times, downloaded the patch which actually made things SLOWER, amongst other things.
You: So yes, I've turned on ceullar data.
Aeron: Sure. Let me check the details for you.
You: Thank you
Aeron: Thank you for waiting.
Aeron: Yes I am here
Aeron: I checked your account and can see that you purchased and activated the device on 03/01/2019 which is now out of 14days satisfaction guarantee period. As the data is not working is an know issue by Samsung which in recent day we see that data is not working in S10 devices. This is an manufacturer defect in S10 device from Samsung and they know about this issue and working on it.
You: Okay. And I assume I'll receive a credit for the payment made on it? THank you.
Aeron: May I know the payment you paid for this device?
You: I believe it was in the monthly bill.
You: I don't believe I paid anyting out of pocket for it, just the lease payment
Aeron: I checked and can see that in your bill no charges was billed for line xxxxxxxxx (I edited)
You: Will I receive some sort of email confirmation indicating that I have an upgrade reinstated on the device and that the phone is no longer going to be billed to me?
You: Thank you again.
Aeron: Please wait allow me to do changes on your account
You: Thank you.
Aeron: Please help me with complete shipping address so that I can send you a return kit
I spoke to sprint to. You have the right to cancel your lease and return your phone in working order to sprint up to 60 days fe activation. Being that you're still under the one month they're probably crediting that payment to you and will lease you another phone.
I was told I had up to 60 days to return devices to sprint with their return kit.
I also saw the same thing yesterday.
I went to the store and actually showed them this and they said to exchange you would still need to be in the 14 day exchange period. They would not help and kept saying I should wait it out.
Extremely disappointed with how Sprint stores have been handling this. Only Asurion has been of any real help. After performing the standard troubleshooting steps via phone, I was advised to exchange the phone in-store. Went to the original store I bought my S10+, and my exchange was denied. Reason given: "We are being told not to exchange the phones. It's just a software issue." So I proceeded to inform the store manager that exchanging the phone in-store were the precise instructions given to me by Customer Care. Then I was told that I could only exchange the phone at a Sprint Tech/Repair center. So I drive another 8 miles to the Tech/Repair center, only to be told that they can't exchange it either, and that I need to exchange it at the original store I bought it at! My patience is wearing thin at this point - and I inform the employee that there is a major disconnect between Customer Service and the stores. I suggested we call Customer Care together, so we can get to the bottom of it, or at least try to figure out where this communication breakdown is. The guy didn't seem to care or want to help, but most likely the concept of resolving the issue just flew over his head. Ultimately, I called Customer Care again, explained the situation, and they graciously decided to send me a new phone via a claim at no charge.
I've been a Sprint customer for 20 years, and this is the first time I've seriously considered changing providers. The service and knowledge and the Sprint stores are pathetic, in almost every experience I've had with them. The saving grace has always been Corporate/Customer Care via phone - where I've actually been treated like a paying customer.
Anyone else get the same run-a-around?
So with all the frustration if you want to have a great laugh about it call Samsung and make it a challenge to have them admit there's a problem. I started off telling the problem (knowing full well he already knew and he's a horrible liar) and of course he said have you contacted the carrier. I said yes and it's all carriers having problems of some sort. I said "come on man, just say it, just say yeah we know there's a problem it'll make you feel better ". I could hear him smiling. I continued to try to trick him into info for my own humor cause they resuse to own up to it.
I did get a hint from him update is coming though.. Lol