Database Users

Having Evo Issues? Sprint will exchange!!

This may have been discussed before but I just wanted to inform you guys on my experience.
So I purchased my EVO 6/16 and I absolutely loved it!! At first glance it was everything I expected an more. I looked a little closer at the device and I noticed quite a bit of things
1) Screen was not properly seated
2) Battery life was somewhat suspect (even with NO task manager and NO syncing)
3) a bit jittery when swiping from one screen to another (compared to that of replacement and my Nexus One)
4) Random buttons seemed to have been activated when pressing the power button (mostly the camera button)
5) Screen responsiveness was a bit off
So the above issues were just a few I noticed from my OLD EVO. Now this may be somewhat of an "Placebo Effect" of getting a new Evo. The phone they gave me today feels a bit different. Both phones has the Build (003) I jotted down all of the numbers I could and nothing seems different as far as build is concerned, however we all know quality control in different batches can vary from time to time but not by much (or at least shouldn't)
REVIEW OF EVO I RECEIVED 6/22 FROM SPRINT:
I went to the Sprint store on Monday 6/21, to exchange my OLD Evo because I was a lil disappointed with the above issues they inspected the device and said you are right the screen is not seated correctly. Of course the screen responsiveness worked perfectly for the rep lol. The manager came out and said he'd put me on the waiting list and I'd receive a new one as soon as they came in. I got a call less then 24-hrs later stating they had some in. So of course I jumped for joy dropped my son off at daycare and went to the sprint store to grab another Evo. It took about an hr because of the amount of people up there. I handed over my old Evo and got a new Evo. I asked to hold both in my hand because I read somewhere were a sprint rep tried to act like he exchanged a phone and changed all the stickers inside to make it seem like it was a new phone. So after I looked carefully at the numbers I had written down I held both in my hand and compared the screens. Rubbing my fingers on both screens on the left hand corner and side. As to no ones surprise what do you think happened!! DUH, the damn screen was coming up and the manager says, "WHAT THE HELL". So of course I get the new Evo and I get a brand new charger and kept my old one for my troubles per Manager.
So while keeping the above issues in mind, the new devices is showing absolutely NO light leakage and when I say NONE I mean NONE! No left corner. NO leakage above the 4 soft buttons, no nothing! Phone seems very responsive to every touch where you barely have to tap the button and it'll activate. This may be caused by the screen being properly seated unlike the previous one I had. Battery is still suspect however that is something I am willing to live with because I know what the phone can do and what it takes to perform those task. If anyone has any additional questions please PM me or ask here.
I know this is pretty lengthy but I really need to start giving back to XDA because, indirectly, you guys have done so much for me.

There all different
I called the Sprint store where I bought my phone, just a moment ago, and told them about how my screen is also starting to come up, you can see light around the edges of the phone, as if the screen is comming up and letting light out. not only that but even when I turn the phone off, and its real dark, I can see light underneath the soft keys, NOTHING IS TURNED ON THERE SHOULD BE NO LIGHT ON WHEN THE PHONE IS OFF!!! ya, kinda had to get that through to someone. anyway he told me to call a "repair" center, (which hes an idiot for telling me this) and that theyd have to "Diagnose it" - Or, "Look at it all bug eyed and say, HMMM.. a couple times, or Yup..." and tell me I need to replace it. Or what also might suck, is I dropped it a few days ago, from like 2 feet, didn't throw it, slam it, it was just a light drop. So there are a few chips around the edges of the phone, wounder if theyll try to tell me thats why its happening, even though it was doing this 3 days after I bought it. June 5th, so anyways I ended up calling the repair store before truckin over there, and they told me "No, you take it back to where you bought it, You dont want it repaired you want it Exchanged!
Hmmm.... Interesting, I could have sworn I told the other dude that! I know nothing Great Sprint Masta! So anyway they told me theyd have a shipment in tomorrow, and that No, I cannot get on a list nor could they "order" me one. Wounder if theyll be there tomorrow.

BAleR said:
I called the Sprint store where I bought my phone, just a moment ago, and told them about how my screen is also starting to come up, you can see light around the edges of the phone, as if the screen is comming up and letting light out. not only that but even when I turn the phone off, and its real dark, I can see light underneath the soft keys, NOTHING IS TURNED ON THERE SHOULD BE NO LIGHT ON WHEN THE PHONE IS OFF!!! ya, kinda had to get that through to someone. anyway he told me to call a "repair" center, (which hes an idiot for telling me this) and that theyd have to "Diagnose it" - Or, "Look at it all bug eyed and say, HMMM.. a couple times, or Yup..." and tell me I need to replace it. Or what also might suck, is I dropped it a few days ago, from like 2 feet, didn't throw it, slam it, it was just a light drop. So there are a few chips around the edges of the phone, wounder if theyll try to tell me thats why its happening, even though it was doing this 3 days after I bought it. June 5th, so anyways I ended up calling the repair store before truckin over there, and they told me "No, you take it back to where you bought it, You dont want it repaired you want it Exchanged!
Hmmm.... Interesting, I could have sworn I told the other dude that! I know nothing Great Sprint Masta! So anyway they told me theyd have a shipment in tomorrow, and that No, I cannot get on a list nor could they "order" me one. Wounder if theyll be there tomorrow.
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Wow that is very disappointing my man. I really hope it works out for you. The scratch should not be an issue. Are you a new customer or a existing customer?

BAleR said:
I called the Sprint store where I bought my phone, just a moment ago, and told them about how my screen is also starting to come up, you can see light around the edges of the phone, as if the screen is comming up and letting light out. not only that but even when I turn the phone off, and its real dark, I can see light underneath the soft keys, NOTHING IS TURNED ON THERE SHOULD BE NO LIGHT ON WHEN THE PHONE IS OFF!!! ya, kinda had to get that through to someone. anyway he told me to call a "repair" center, (which hes an idiot for telling me this) and that theyd have to "Diagnose it" - Or, "Look at it all bug eyed and say, HMMM.. a couple times, or Yup..." and tell me I need to replace it. Or what also might suck, is I dropped it a few days ago, from like 2 feet, didn't throw it, slam it, it was just a light drop. So there are a few chips around the edges of the phone, wounder if theyll try to tell me thats why its happening, even though it was doing this 3 days after I bought it. June 5th, so anyways I ended up calling the repair store before truckin over there, and they told me "No, you take it back to where you bought it, You dont want it repaired you want it Exchanged!
Hmmm.... Interesting, I could have sworn I told the other dude that! I know nothing Great Sprint Masta! So anyway they told me theyd have a shipment in tomorrow, and that No, I cannot get on a list nor could they "order" me one. Wounder if theyll be there tomorrow.
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Complete BS. I can tell you from experience that the Sprint employees at the stores know pretty much nothing about anything.
Call Sprint's hotline directly and explain your situation. They should be able to order one for you and have it shipped directly to your address. That's how I got my EVO in the first place. When every store was sold out and it was no longer available online, all I had to do was call in and they ordered it and sent it out next day.

sfox8 said:
Complete BS. I can tell you from experience that the Sprint employees at the stores know pretty much nothing about anything.
Call Sprint's hotline directly and explain your situation. They should be able to order one for you and have it shipped directly to your address. That's how I got my EVO in the first place. When every store was sold out and it was no longer available online, all I had to do was call in and they ordered it and sent it out next day.
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Yeah that is certainly a step you can take. If the store is unable to assist thats just more fuel to take with you when you call Sprint and let them know how you were treated in the store. Bet you'll have a new Evo by Friday lol.

talentedtenth said:
Wow that is very disappointing my man. I really hope it works out for you. The scratch should not be an issue. Are you a new customer or a existing customer?
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I am new yes.

sfox8 said:
Complete BS. I can tell you from experience that the Sprint employees at the stores know pretty much nothing about anything.
Call Sprint's hotline directly and explain your situation. They should be able to order one for you and have it shipped directly to your address. That's how I got my EVO in the first place. When every store was sold out and it was no longer available online, all I had to do was call in and they ordered it and sent it out next day.
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I did call the hotline, I dialed *2 and talked to a fella and he told me the same, just take it up to the one that I bought it at and have them exchange it. I guess they play favorites.
Ya, I called em again, they told me all I can do is have them hold one, IF they have any, I think I'm just talkin to the wrong people about this. thanks for the input.

I bought mine from Radio Shack.
Do I need to deal with them to try to exchange mine, or can/should I just take it to a Sprint store directly and see if they will exchange it there?
Also, I've heard/read that HTC has pulled all the EVO's and is "fixing" the assembly line and expects to have "fixed" units available soon.
Assuming this is true (yes, I know), do you think they will replace the "defective" units after the 30 days, based on the 1 yr mfr warranty?
Or do I need to push for a replacement before July 3?

?????
okay heres what im understanding so far, sprint will replace/exchange my evo if it has light leakage or/and glass separation? please correct me if im wrong, so when i go to my local sprint store i wont look like a fool

JustinChase said:
I bought mine from Radio Shack.
Do I need to deal with them to try to exchange mine, or can/should I just take it to a Sprint store directly and see if they will exchange it there?
Also, I've heard/read that HTC has pulled all the EVO's and is "fixing" the assembly line and expects to have "fixed" units available soon.
Assuming this is true (yes, I know), do you think they will replace the "defective" units after the 30 days, based on the 1 yr mfr warranty?
Or do I need to push for a replacement before July 3?
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+1... Im in the same boat.

Sprint online order center told me that for the glass separation n light leaking I should get a replacement from sprint dot com (being the place I got my phone from) n that going to a local repair store would only mean I get a refurbished evo the rep said "if you paid for anew device n its defective you should naturally want a new replacement not a refurbished unit" so I agreed the phone is still out of stock at sprint dot com n as soon as it goes in stock I was told to call them n demand my new replacement. Further more the rep said even if I go past my 30 day limit n the device is still not in stock that I will not pl pay for anything because it was defective to begin with.

I went to a sprint repair center and the guy told me it is a normal thing for the phone to have a light leak and that the glass was normal. He said he has a Evo too and his is doing the same thing. I showed him how my glass is up and does not have an edge like the other side of the phone and he said that the phone is fine... WHAT THE HECK... no it isn't! It has lifted some since I bought it.

All 3 of ours are having the glass problem and mine has a half blown speaker. Sprint said to take it into a corp store so they could put a note on the account, so I did, but sprint.com is still out so I can't replace them.
Another week and a half and I'll be getting close to the 30 day mark. I hope I get some working ones by then!

I know it is not normal for the phone to be glowing in the dark...

JustinChase said:
I bought mine from Radio Shack.
Do I need to deal with them to try to exchange mine, or can/should I just take it to a Sprint store directly and see if they will exchange it there?
Also, I've heard/read that HTC has pulled all the EVO's and is "fixing" the assembly line and expects to have "fixed" units available soon.
Assuming this is true (yes, I know), do you think they will replace the "defective" units after the 30 days, based on the 1 yr mfr warranty?
Or do I need to push for a replacement before July 3?
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+1 I'm also in the same boat..

Coming from having 2 faulty Heros and having to deal with CS, your best bet is to use *2. Lately Sprint's CS has been amazing after horrible reviews. Let them know your problem and they will take care of it. I have had 2 different options. Either have Sprint overnight me a replacement phone. Or have them note my account and I go to the local Sprint store to have it replaced. Both have worked flawlessly.

talentedtenth said:
Wow that is very disappointing my man. I really hope it works out for you. The scratch should not be an issue. Are you a new customer or a existing customer?
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Oh good I was worried about this. I am having the light leakage issues and want an exchange, and of course like every other owner I have dropped mine already lol.
Luckily I got mine at a Wal-Mart in the boondocks where they have a full stock still so no inventory issues there haha

BAleR said:
I know it is not normal for the phone to be glowing in the dark...
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I had the same problem with glowing in the dark with the Navigation keys being dimly lit.
After some reaserch, It appears I have a REV 0002 Hardware. I have replaced with a REV 0003 hardware and the problem is GONE......

BAleR said:
I am new yes.
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Once you go into the store and speak with a manager politely ask him when your 30 day satisfaction guarentee started. Its unfortunate that you have to mention it but I am sure once he see that you are still within your trial that will light some fire under his a$$. Not only will he think he'll lose a new client but a new client that bought an EVO. Should work...

i'm not sure if i want to wait for the software patch for the screen since some people aren't having the issue. It won't fix the screen lifting issue anyway. Mine is very slightly raised at the bottom barely noticable but i'm woried that it will get worse over time.
I also purchased mine at Radio Shack and am wondering if I need to exchange it there or go to a sprint store.

WOW - Exchanging phones with sprint is a nightmare!

Okay, so 3 evos bought from sprint.com on launch day.
3 all have light leakage; mine is really bad and also sounds like they're talking though a kazoo!
Called sprint 1800, they said that a sprint store had to put a note on my account.
Went to the closest store they told me could put a note on my account, that store said they couldn't for the evo as it was to new, so they sent me to another store, which was just like the frist one, and the second one sent me farther up the road to the corp store. The corp store said that since we were new custs, we didn't need a note on our account that they should have just sent up 3 new phones without questions, but they put a note just in case.
Came home, called sprint back up, the guy said that they couldn't send 3 new phones out to us because they didn't have any in stock, and to call back when sprint.com had more in stock.
Sprint.com has them in stock, so I called back first thing this morning (2.5 weeks later) and the guy is ready to send them to us, but then he says oh, you have a new account, you have to take them to the store and get new ones because until you're a cust for 3 months we can't bill anything extra to your card.
They sure have some dumbasses working for them.
I want one of the new ones from sprint.com, not the old ones from the sprint store.
Called the sprint store and they said that they have a huge waiting list for when they get more phones in and to call back and get a different person on sprint 1800. :|

I think someone should look into HTC's QA procedures..
Mine has light leakage too, but for 3 of them? Super bad batch lol.
TBH though, it's hard enough to get 1 of these phones.
Did you really think you'd be able to show up at sprint and replace 3 of them at once??

topdnbass said:
I think someone should look into HTC's QA procedures..
Mine has light leakage too, but for 3 of them? Super bad batch lol.
TBH though, it's hard enough to get 1 of these phones.
Did you really think you'd be able to show up at sprint and replace 3 of them at once??
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No, I expected sprint.com to send me 3 new ones like they said they would. They said (over 2 weeks ago) to call them back when sprint.com had more phones in, well this is the first time they have in weeks, so I called back and the guy said that since we were a new customer, that wed have to exchange them at the sprint store.
:|

Hrshycro said:
No, I expected sprint.com to send me 3 new ones like they said they would. They said (over 2 weeks ago) to call them back when sprint.com had more phones in, well this is the first time they have in weeks, so I called back and the guy said that since we were a new customer, that wed have to exchange them at the sprint store.
:|
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Im sorry to hear about your issue, try and call in to account services and demand replacements or cancel. Worst case is and I do know that it would be easier said then done but CANCEL. If you can get them from RS or BB, you would end up saving some money too. I called in and spoke with Tech Support and they sent me a replacement without the fussed.

I bought mine from Radio Shack n my phone has a faulty camera. I've been trying to exchange mine for two weeks n it's been a nightmare for me too. I called sprint customer service n they told me that anyone who demands a replacement now will receive a refurbished phone and to cancel my account with RS n order from Best Buy... So I called BB n of course they said they have no available pre-orders left. So my only option now is to cancel my acct with RS n wait til new Evos will be in stock everywhere (in 3 years lol). Waaack

similar
same thing happened to me. mine has minimal backlight leaking under the home key (now its starting to shine under the other three soft keys) anyway...i went to the corporate store so they could note my account. then for a so called "device exchange" (online orders support) sends me an exchange kit, in which i am to mail my current device when i receive the new one, wich could go past my 30 day thing, wich became irrelevant because the "note" on my account ment that even if the device is on backorder as soon as it becomes available it gets shipped out to me at no cost (LIE) in order for online sales support to send me out a new one i have to pay for it so bassically i return the first device they credit my card back this is also called a refund in most cases. but they call this an "exchange". after paying another $350 they would send out the replacement.
at that point i told the rep, cancel everything because im not paying another $350 so they could send me a device when it becomes in stock. i told her i would contact htc and have this taken care of under the manufactures warranty free of charge. she said she had to check with her supervisors. which she did and she agreed. case closed, i will wait past my 30 day probably around september ill contact htc and have them replace my evo for a mint one because of screen separation from improper manufacturing.

realKURE said:
I bought mine from Radio Shack n my phone has a faulty camera. I've been trying to exchange mine for two weeks n it's been a nightmare for me too. I called sprint customer service n they told me that anyone who demands a replacement now will receive a refurbished phone and to cancel my account with RS n order from Best Buy... So I called BB n of course they said they have no available pre-orders left. So my only option now is to cancel my acct with RS n wait til new Evos will be in stock everywhere (in 3 years lol). Waaack
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actually sprint dot com gets batches every week(dont quote me). as soon as the warehouse gets them in stock they ship out to those who are put on the so called "list"

Oh god. >.<
I started this process today and am already getting the shaft/run around.

Corporate stores is near me so I'll go there directly, and I've been a customer for well over 3 months, and I don't mind waiting for a new batch to come in, so I should have no problem right?

Well I'm going to call back tomorrow until I get someone that knows what the hell they're doing.
If nothing works, will cancel, or I'll threaten to cancel and cause them more headache in the end. I want a new phone and if they don't give me 3 new ones, then they're worse than att.
I'll email the prez office and start *****in.
The corp store said that since we were new custs, they didn't even need a note on the account in the first place. So the people are order support are either dumbasses or don't want to exchange them, so they give you the run around.

To all the forum readers. First off this is my first post so b kind please. A friend of mine had a similar problem with Verizon. He tried and tried to get his problem resolved with them directly. After having no luck, he called the consumer protection agency. They in turn contacted verizon. After a week, they filed a lawsuit against verizon and within a week verizon had his problem resolved. I dont know if this could help you guys out but thought i would throw it out there anyway. Hope this helps. Unguided

I would just cancel while you're in your 30 days. Obviously the local Sprint stores in your area suck and have terrible customer service..
Don't be stuck with 3 phones you find defective. at the point you're at now i dont even think i would try to exchange anymore. i would just walk in and cancel.
maybe its a blessing in disguise and you will end up with a nicer phone a little later on.

Ok guys.. I've been on the same boat for the past 3 weeks... I got my evo from RS on launch day. I've had dead pixels and screen separation. I finally got a call from store manager today saying that Evos are still on backorder but Sprint has released a few for new customers with issues... cmon guys you have to understand that Sprint is dependant on HTC for these devices..HTC is to blame here. We shouts get Consumer agency on their arse. This QA is really hurting their pockets too. I'd rather wait a month and get a fully repaired evo, instead of a crappy fast fix... Look at the bright side at least we don't have to hold our phones a certain way in order to make a call... lol
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The sprint store I went to offered me a refurb or said i need to go out to one of the sprint repair centers. (went to return the evo because of the light leak and screen lag)
Called sprint tech support, explained the situation. He put me on hold while he called the store, then came back on the phone and said the store manager has a new one for me I could pick up before they close.
Anyway, as I was walking in he opened the cabinet and pulled out a new one and set in on the counter, then set it all up and I did the exchange
The sprint store people there are not very personable. They don't strike me as the best type of people to be giving support.
Anyway, I'm happy yet again
The one I got is an 003 novatek, doesnt have light leak yet . The other line we got on launch day is an 003 epson (i think it's an epson because it looks very different from mine, although i haven't actually checked dmesg) - and that has no light leak issues like mine did.

Just offer to make the sprint guy one of those badass carbon fiber covers you're pimpin maybe you get a nice discount code thrown on your account too

nothing here move along

deleted , move along

TLTR !!!!!

I read it. Sorry to hear about your EVO man.
I got my EVO through Craigslist new in box because all the Sprint stores in my area who had them in stock wouldn't sell them to people not adding a new line of service. (Which is another story in and of itself)
When I brought it in to Sprint to activate they let me add insurance and told me that I'd still be covered under warranty for a year. I would be steamed if I was in your shoes too.
Thankfully I have a HW revision 0003 and my EVO hasn't yet to display any of the known issues.
http://www.engadget.com/2010/06/13/htc-evo-suffering-from-glass-separation-issues/

Just a short while ago I worked as a CSR for AT&T. Your friend got really lucky because 99.9% of the time a broken iPhone, even with a known issue, means you're SOL. In my experience, Sprint is much more flexible.

I mean you guys have any suggestions for me at this point? I know its just a phone and all but damn. i posted this on sprint forums, androidforums.com,xda, ppcgeeks, and of course my phone calls and visits to the repair center at MACOM

You bought the $7 plan for this very reason-- a more-than-likely behaviorally caused ding. (yes I read your post, but look at this from someone else's point of view. You had/used the phone how long before you saw this?)
Pony up the deductable and get a new phone. You realize you're costing yourself way more than $100 in grief and wasted time?
Lastly, just in case this is a defect and a recall is issued, keep your documentation on your calls to CS, claim filed, and out of pocket money. At that point you should be able to recoup your deductible among other things.

illogic6 said:
Just a short while ago I worked as a CSR for AT&T. Your friend got really lucky because 99.9% of the time a broken iPhone, even with a known issue, means you're SOL. In my experience, Sprint is much more flexible.
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Sure, bro. Sure.

00_MACKIE_00 said:
Ok, this is going to be a long post, full of detailed information regarding my purchase of an Evo. I will be posting this on every forum I am a member of and there are alot that I post on.
A buddy of mine contacted me to tell me he had bought an Evo on launch day from Best Buy. He activated it on 6/6/2010 from a Best Buy in Kentucky. He was told " The Evo has push to talk". Well he later found out that it did not in fact have push to talk and he needed that feature for his Sprint business account. He was outside his 30 day "happiness" window so he had to buy a different phone. He decided to put his Evo on Ebay and sell it to try and get some of his money back for his Evo purchase. He let me know he listed it on Ebay and provided me a link to it. I ended up winning the auction on 8/15/2010. I received the phone on 8/21 and received original box, original everything. Even had a cover. Phone looked and smelled BRAND new. I quickly called Sprint to activate it and within 10 min I was sporting my new Evo. Added my insurance/repair $7 dollar fee like I do with all my phones.
All was fine until 9/5/2010, I noticed on the bottom left of the screen over the home button, the screen appears lifted and a little dust had gotten under it. Ok no big deal to me at this point. I do keep my phones in mint condition but I was just going to monitor this situation. 13 days later is when I called Sprint asking for an explanation. I called the customer service line and explained the situation with the phone. They immediately started blaming me for it. I guess maybe they thought I used a screwdriver and lifted the screen, who knows. The girl told me she was in Charlotte, NC and that she had never heard of a screen separating from the adhesive and to go to the repair center.
On 9/17/2010, I went to MACOM here in Florida. A nice gentleman greeted me at the repair window and asked how he could help me. I said well I called customer service and explained to them that the phone screen seemed to be coming up and to pay you a visit so you could investigate. 4 screws later my Evo was in several pieces and then put back together. He asked me where I got the phone so I told him. He looked up my account and said "you’re inside your 30 day window according to the calendar here and you should go home and call customer service back". I told him I had no intention of being given a brand new phone. To me , that would be dishonest and I live by being honest and I teach my kids to be honest to people regardless of the situation. He handed me his business card, said call Sprint and call me back if you have problems. Seems he was trying to push me into a brand new Evo. I lay no blame on this guy; he was trying to do the right thing. He told me he could have it replaced but it would be a refurbished phone which I am ok with.
I arrive home on 9/17 from MACOM and about 7pm I start making some phone calls. I have been upfront with Sprint about the terms of my purchase. The first lady I spoke to said she understood my issue and that she would get someone on the phone to help me after we talked 10 minutes or so. She asked if I minded being put on hold and I said absolutely not. I waited for about 7 or 8 minutes or so and another lady got on the phone from a different department. I had a really hard time understanding what her name was, who she was with, etc etc due to the heavy accent. From what I could understand, she was from advanced exchange it sounded like. She asked for my telephone #, verified my pin and all that good stuff and asks me the reason for the call. I then had to go into the WHOLE story again. 10 minutes later she asked me where I bought the phone. I said I bought it off Ebay from a SPRINT customer, not some random power seller. She then told me well there is nothing she could do and that was there anything else she could do for me. I said I guess not and told her to have a lovely weekend. She then said I could always file a claim with Assurion and pay a $100 deductible for this obvious defect.
After speaking to my wife, I felt I needed to call back. Around 8:30pm or so I called back to customer service and once again explained the situation. I asked her over and over to tell me if I had done something wrong, or this was somehow my fault. She completely denied any knowledge of a screen separation issue and proceeded to tell me she was going to talk to her supervisor about it and placed me on hold. She came back on the line in short time and asked if it would be ok if I received a call back. I said ok and told the lady to have a nice evening. About 45 minutes or so later my phone rings. I go to answer it using the slider and because my screen is acting funny due to part of it being lifted, somehow the call was dropped and she left a voicemail and her name and phone number. I immediately called back off my house phone and received her voicemail. I left a message and asked that she call me right away. I have not received another phone call.
Remembering the conversation with MACOM, I woke up on 9/18, loaded up the kids and drove on over. The same gentleman was there again. He remembered me from the night before. I told him I had called customer service and had gotten nowhere. The tune quickly changed from ordering a refurbished phone to having to call his district manager but however the district manager was off and on his motorcycle for the day and it would be evening before he could have a chance to talk to him and it would be next week before he could get back to me. He was very nice and polite and told me to have a good rest of the weekend and he would get in touch with me.
Now that I have laid out the facts, I am now going to state my opinion on this. First off, Sprint denying the screen separation is a joke within itself. Searching on Google using the search criteria "evo screen separation" shows 6,700,00 results found. How could people not know about it that work for Sprint? The repair guy at MACOM had heard about it, but nobody else? How is that even possible? My next complaint is about the way I purchased it. If I was not tempted by all the Sprint commercials about the EVO and not being able to actually find one in Florida, I would not have had to go buy one of Ebay. I bought it from a valid Sprint customer not some guy on Ebay looking to make a few bucks. Sprint still should honor my purchase and either fix my phone or give me one that works, isn't that what I pay the TEP for?. I guess anyone who is buying either a barely used or brand new phone off Ebay should just stop doing it now before you run into a situation like what I am dealing with. I am a premier customer with Sprint; I have 3 lines as well so I consider myself an important customer. Plus it helps in the years I have had service, I have never missed a payment, been late, or anything. Sprint should not allow you to buy a phone from anywhere and activate it successfully if they do not want to honor an obvious manufacturing defect. This will not cost any money for Sprint to replace my phone because I am sure it would be sent back to HTC as a defect. I am not editing this post until there is a resolution so that the public sees what I have had to deal with. Once Sprint provides a resolution, I will then have this post removed and I will once again be a happy Sprint customer.
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I've had better luck. I was once placed in this exact situation. Brought my phone into Sprint to have it repair the lifting of screen. In-house techs repaired it, no questions asked (or blaming). One hour later, they called me back and issued me a new one, as their investigation determines hardware version 0002 was a manufature defect. Perhaps it's all based on locations, reps, your attitude towards them, etc. Where I'm from everyone one's laid back, reps are always friendly and don't really have to put up with too much of people's ****, because non really gives them **** to begin with. They even accept rooted phones too, where as I read that many other users have to unroot before bringing their phone into Sprint for replacement/repair.
If you don't mind paying a deductable ($100 max), call into customer service and request a replacement.
And to the dude who was previously on AT&T with iPhone, sure buddy. SURRRREEE. If you EVER had service with them, you of all people should know that AT&T & Apple will put you through hell. I should know, that's why I dropped AT&T & the iPhone 2G.

illogic6 said:
I read it. Sorry to hear about your EVO man.
I got my EVO through Craigslist new in box because all the Sprint stores in my area who had them in stock wouldn't sell them to people not adding a new line of service. (Which is another story in and of itself)
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That is actually illegal, they have to sell it to you, I actually did the same and had to mention that it is illegal to not sell it, after mentioning that they budged and sold it to me.
Back on your situation with your EVO, I would recommend posting on consumerist as that is more their territory. They have the phone numbers for executive customer support also, they WILL fix your issue ASAP. http://consumerist.com/2007/05/sprint-sets-up-consumerist-reader-executive-customer-service-hotline.html

tbh, I feel no simpathy since you being "honest" has nothing to do with the situation. You didn't steal the phone, the phone was defective therefore it's not like you were doing anything wrong. You should of returned it and gotten a replacement. There's been hundreds if not thousands of people that have done the same with the screen lifting issue.
Also if you didn't know before, google is based on keywords, it doesn't take the phrase and search for it. About 5million of those results were for the word "evo", other million were for "screen", and so on. Out of those results, only about 20-30 were for the evo issue. I've been doing SEO for a long time, so when it comes to google I know what I'm talking about.
Also sprint doesn't care if you took it apart, or if it came apart by itself, because they will tell you in the end to return it because of the issue. They know people do it, and it's perfectly okay, since you're not "cheating" anyone. The 30 day thing is made for a reason, it's not made for you to screw them over. Also the insurance that you put on the phone is made for a reason.
Either you're not telling the whole story, or you were too ignorant to return the phone.

Btw, side note for you. Check out the app TiKL for push to talk on your EVO.
sent from VooDooPhone

As a Sprint retention supersvisor, let me ask you something which I would have asked you if you were on my call. What makes you think SPRINT is responsible for a phone your purchased from somebody on Ebay wether it be a Sprint customer or not? You are LUCKY they even allow you to use TEP on a phone that was not purchased from them. Now, here's what we can do, make a claim, pay the $100 and have it replaced or go back to the store and speak with the idiot that told you to call in.
Let me put it in perspective for you, when your car breaks you take it to the mechanic right? You don't just call Ford and they fix it over the phone or send you out a new truck to your home. There is NOTHING someone over the phone can do, the repair center has to do it all, granted most the time they send you something over the phone or break policy it's to shut the customer up and get rid of them. The store has to fix it, if they can't fix it, make a claim for you through the warranty or asurion. I really don't understand why this is so hard to understand. And please don't take this the wrong way it is not an attack on you personally, but it is definitely an attack on what should be common sense.

6ixtynin9 said:
I've had better luck. I was once placed in this exact situation. Brought my phone into Sprint to have it repair the lifting of screen. In-house techs repaired it, no questions asked (or blaming). One hour later, they called me back and issued me a new one, as their investigation determines hardware version 0002 was a manufature defect. Perhaps it's all based on locations, reps, your attitude towards them, etc. Where I'm from everyone one's laid back, reps are always friendly and don't really have to put up with too much of people's ****, because non really gives them **** to begin with. They even accept rooted phones too, where as I read that many other users have to unroot before bringing their phone into Sprint for replacement/repair.
If you don't mind paying a deductable ($100 max), call into customer service and request a replacement.
And to the dude who was previously on AT&T with iPhone, sure buddy. SURRRREEE. If you EVER had service with them, you of all people should know that AT&T & Apple will put you through hell. I should know, that's why I dropped AT&T & the iPhone 2G.
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That is what he said, with AT&T you're **** out of luck

Just Venting...

Back in September I took my phone both to Best Buy and Sprint a week after I got it asking them to take a look at my loose screen. Both places said it's just how it is and didn't even bother taking a look at it.
Flash forward to today I decided to take it in again because of the screen as well as constant GPS, battery, and screen orientation issues. Went to one Sprint store and they said nothing other than that I would have to pay $35. I said no so I went to another Sprint store. At first the second store said they couldnt even touch my phone because I didnt have any insurance. Then a minute later they took it to someone else in the back and they came to the decision that I had software issues and, get this, I had physical damage from opening the screen too hard resulting in it being loose. So after explaining that I was told by them back in September during my 30 days that the screen was supposed to be like that they of course said to go to Best Buy. I knew BB wouldnt do anything but I went anyways and was told I should have got the Black Tie Protection. Went back to the second Sprint store and asked to talk to a manager and the two guys working there said that the manager wasnt there (how convenient). Then I asked what time he would be there today and they replied he wasnt gonna be there today at all (yea ok). So I asked what time he would be there tomorrow or any time this week and one guy just blurted out 10am which seemed like a lie.
Now I know I didnt purchase any insurance from Sprint or BB so them not helping isnt really too surprising but for them to tell me I opened the screen too hard resulting in the screen being loose pissed me off. I'm gonna just try going through the Samsung warranty once I can get my hands on a cheap Sprint phone so I'm not left without anything. Hopefully they can send me a replacement.

Pretty sure all Sprint phones have a 1 year warranty. As far as I know, you get in store service but not the Asurion portion of TEP. Also for some instore stuff they charge $35.
This is what I remember from when I looked into it about a year ago and it seems to fit with your story. I would definitely go after the sprint stores for this one. Make sure you're going to places authorized as repair
http://sprintstorelocator.com/search.aspx Check "Repair centers near me" and search
In the end, they will most likely swap out the phone, and you might have to pay $35. It's worth it. Going through Samsung will likely be impossible and on the odd chance that they will honor a warranty you will have to send it in and wait for a turn around (no phone for 2 weeks).
Good luck!

I'd call support. phone support is generally much better than the idiots in the sprint stores. I never go to a sprint store it's easier and faster to call.

Sprint changed the policy about service on phones that are in warranty but not on a account with the service and repair insurance. They charge you 35 bucks, regardless if you're in warranty or not to fix hardware issues, excluding water damage or board level damage. The 35 includes new screens or a new phone if that's what it takes. If you pay the 4 dollars a month for the service option, you're not charged the 35 dollars.
About the only way you could fix a Epics loose screen would be to just take your board out and put it in another Epic that they have harvested for parts, or just order you a refurbed phone.

The loose screen has to be a design flaw. I had that same issue and got it replaced 2 times because of it. After those two replacements i gave up since every phone was loose like that. Then a few weeks ago my screen began to turn red so I got it replaced under warranty. The phone they gave me didn't have the loose screen. Maybe that issue only applies to the earlier Epics.

I understand paying the 35 bucks but the thing is they are now blaming me for the loose screen that I originally brought up to them. Ill most likey just pay it sometime after christmas they said it would take 3 days
edit: and yea i'm hoping that the newer phones no longer have the problem
Sent from my SPH-D700 using XDA App

Something I tell my patients families: The squeaky gear gets the grease.
What that means is you need to be the squeaky gear. Best time to go to sprint is when they have a lot of prospective customers in the store and make a lot of noise about non-existent support, poor support, you get the idea, right?
The squeaky gear never has a problem getting what they want to be done....

4th replacement for an atrix, AT&T can't get it right

My gf and I both have atrix phones and I'm on my 2nd one. it's been fine so far, it runs ICS etc etc
well, she is on her 3rd one and this one is having problems already
1st one the digitizer stopped working
2nd one speaker wasn't working
3rd one the notification bar keeps disappearing. factory reset does not fix it
I don't want to root her phone or anything so she wants to keep it stock (and she should)
We talked to motorola and they told us to factory reset. told them we did, and they pretty much said do it again... wtf #1
after I told her to call AT&T and they told her the same thing. We told them it was already factory reset once about an hour ago, and they said to take it back to the service center and get a 4th one.... problem is, she can't this week because this was her only day off. (I guess they forget we can't keep going back to the service center because we work) they also suggested when we get the 4th one to play around with it for about an hour at the place so we know it works.... seriously?
3 phones and 2 of them broke within a week (the notification bar happens about 10 mins after starting the phone)
does anyone have any suggestions on this problem we're having? We can go back and get a 4th one, but jeez... 4 phones? I think it's time they give her something else
Thanks for the suggestions everyone

Hmm... it seems like you just have bad luck.
What you could try to do is ask AT&T to give you both new Atrix 2's free of charge.
You can explain how it's not your fault that all of this is happening and that they should value that you are their customer.
It's worth a shot and I think you have a good chance at convincing them to do this. You'll probably need to sign a new 2-year contract though.

I would tell AT&T you are tired of Motorola and the problems with the phones and aske for a Skyrocket to replace them with. Worth a shot if you want to upgrade and get away from Motorola.

Mine was sent once cos digitizer stopped working, then month later I had random reboots even on stock. They send me new one and its fine. I dont mind as long as they offer replacement.
Sent from my MB860 using Tapatalk

hey bro i work for att and its because when you get a replacement they send you the ****tiest of the phones they have .. they will be refurbished and they will be ones they cant re sell . call and tell the your six mos in your contract and that a rep said you were eligible for an exception.

twayneo said:
hey bro i work for att and its because when you get a replacement they send you the ****tiest of the phones they have .. they will be refurbished and they will be ones they cant re sell . call and tell the your six mos in your contract and that a rep said you were eligible for an exception.
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My first Atrix never worked out of the box. Sent in for repair, didn't work. Sent in again, worked for a week, something else broke.
Got a NEW replacement from Motorola after much *****ing and escalating to BBB & executive customer service and have not had any problems yet, except it came with a non-working factory battery that was replaced after two months of being ignored.
I'm hesitant to buy another Motorola because their support team makes it a nightmare to get your phone fixed or replaced.

twayneo said:
hey bro i work for att and its because when you get a replacement they send you the ****tiest of the phones they have .. they will be refurbished and they will be ones they cant re sell . call and tell the your six mos in your contract and that a rep said you were eligible for an exception.
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yep. had 4 Atrix already... the more att replaced my phone, the worse it got.
New atrix -> bluetooth audio stream keeps disconnecting --> Moto said, go get it replaced because it should not do that...
1st replacement -> refurbished... same problem... called Moto again and att service center --> go get it replaced.
2nd replacement -> refurbished... same bluetooth problem, with additional random reboot. i check phone to look at time, press power button -> reboots.... a lot... --> replacement time... but wait... "we cannot replicate the problem" says att service center representative, "thus we cannot replace it"...
me: it is "RANDOM"... they played with it for 5 mins and could not replicate the problem..
att service center representative told me to call att replacement center who said "why wouldn't they replace it? all we're going to do is the same thing they would, which is replace the phone".. att service center: "our policy is, if we cannot replicate problem, we do not replace"
with much frustration, finally got a hold of someone higher up who was willing to replace phone...
3rd replacement coming from so called higher up -> refurbished... status bar disappears... cannot answer calls, bluetooth problems, wrong battery gauge... out of att options... last option, send it in for repairs at Moto... will be getting phone back tomorrow.. will see how phone works... crossed fingers, it would work as it should...

Yeah, the motorola phones boast a lot of features, but even with the motorola razor in the past, I remember disliking it due to unreasonable security restrictions and random bgs.

i have been with att for many years and dealt with alot of **** and like our friend the att rep said its a refurbished device so it had problems before so its bound to again, see i got the atrix with the 99 cent deal and after one with one problem i called moto and att and i got a new atrix to replace my old one, which had a chip in the fingerprint reader and no rubber around the camera lens, call and beg plead and lie it works every time lol take it from someone who has been through 20 phones in 4 years if its the phone they provided you with they will replace it, alos only 3 or 4 out of that 20 i actually broke the rest were refurbs and refurbs of a different make and model, good luck OP you should get it right eventually

It isn't just Motorola. I have had the same problems with HTC, Sony, and Nokia. My son had 4 iphones replaced. It is a refurb problem. Just keep complaining and eventually you might get one that lasts.

i have just received back my phone from motorola... and guess what... FAIL! my phone has not be repaired! they did not input the problem i told them about so all they did was flash the software.
I'd been on the phone with them for a good 3-4 hrs to get my phone replaced/repaired. In order for motorola to "replace" the phone, they need to verify with ATT that the phone had been replaced at least 3 times. They need the Serial no. or IMEI no. of the phones that had been replaced, and they cannot guarantee that I will receive a new phone. problem is, I do not keep the serial numbers/IMEI numbers of the phone I get, so I advice you guys to write it down or something just in case stupid things like this happen

I replaced my atrix 4 times because of a ****ing nice issue. People hear me like im in a tunnel .... garbled and far away. I still don't have it right but I kept it since it fell in water. It works perfectly because I pulled battery immediately but I can't return it because the white dot is now red.
Sent from my MB860 using xda premium

same here. my digitizer went bad, refurb had messed up contacts for sdcard and wouldn't see it. Next refurb the screen was not aligned good, could see light bleed around the edges. I fixed the contacts on the second one and sent the last one back. Oh yea the phone also had the drop bluetooth problem, but that seems to have been fixed after flashing.
About puked when i first turned on the phone on and saw all that att bloat crap on there.

sdlopez83 said:
I replaced my atrix 4 times because of a ****ing nice issue. People hear me like im in a tunnel .... garbled and far away. I still don't have it right but I kept it since it fell in water. It works perfectly because I pulled battery immediately but I can't return it because the white dot is now red.
Sent from my MB860 using xda premium
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hmm, i never knew what that white dot signify. thought it was some kind of special phone if it has a different color.