Database Users

T-Mobile Color Deception?

The story begins on October 26 (maybe a bit after). I go to the T-Mobile store in hopes of buying the ever-so-advertised White T-Mobile G1, but when I arrive they only have Black and Brown/Bronze. The representative at the store informs me of a "flaking" issue with the White they used on the phones, so they were being pulled. After some discussion we agreed that I can return at a later date, when the white G1 was available, and have my phone exchanged.
Some time near thanksgiving the white g1 was released, and I go to the store. the manager refuses to exchange my phone "simply over the color". I continued to explain that I was promised by a rep a white one, and he continues to ignore me (very professional )
After I arrive home, furious, I call 611 and ask them about exchanging. They inform me that it is not possible to exchange colors past the 14 day grace period (which was impossible considering the date I made my purchase.)
In conclusion, I am now stuck with this ugly black G1 and T-Mobile refuses to follow up with THEIR mistake.
I've emailed [email protected] the following email (somewhat just to bother them for being such dicks)
To whom it may concern,
My family and I have been loyal customers to T-Mobile for well over 5 years now. We still hold and cherish "antique" Voicestream sim cards from the days of our first cell phones. We constantly use, and love, every last bit T-Mobile has to offer. My brother and I have recently purchased the new T-Mobile G1. As a developer I am thoroughly enjoying the phone, and T-Mobile's great knowledgeable customer service of any question I may throw at them. I've enjoyed ever last moment with my G1 other than one slight defect. When I went to purchase my device, within the first or second week of the G1's release in Florida, they were advertising black, bronze/brown, and white. I inquired about the white devices, seeing how none were out for display any more as they were in a previous entrance, and was informed that due to a "flaking" issue with the paint that the white devices will be held and released at a later date. After thanksgiving, when the devices launched, I tried to go back to the store and get my black G1 exchanged for the delectable white beauty, and to my dismay was shunned by 3 different representatives. After becoming infuriated, I gave a call to T-Mobile customer support in hopes that someone may be able to resolve this issue. But alas, the representative informed that out of the 14 day grace period I had no chance of swapping my device for one of another color. This is insanity, why should I have to keep this dreaded disgusting device simply because of an unwritten rule that seems to be
holding me from my desire. If someone can please contact me about this issue and have it resolved please use the information provided below to do so.
Thank you,
Steve ***
Cell: ***
Home: ***
E-Mail: [email protected]
Account Owner: *** ***
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If anyone has any information, or is willing to trade / buy a G1 to help the cause, please post here or PM.

Gotta love brick and mortar employees. I would be surprised if that email does anything for you. This is exactly why I always ask for printed documentation for any non standard request granted by a business.

Wait....
You got lied to buy a sales consultant making almost min wage? Say it ain't so....
Should have gotten something in writing by a manager...

I doubt you will get much response, especially considering how long ago you purchased the phone.
The deal really was too good to be true- I don't know of any retailer that would encourage you to buy and use an item only to return it in used condition in exchange for the same model in new condition only in a different color.

^^im with you on that. But i have heard of the insurance company sending out different color g1's. so maybe if you lose it or something like that you might get lucky. Anyways you should have waited buddy.

Hey you never know. I got a bait and switch happen with xbox support one time. I sent back a media center remote and got back a DVD remote for the original xbox. They said that they dont have the media center one anymore. So I *****ed that the DVD remote was like 20 bucks and the MC one was a lot more. Well they agreed to send me 2 full games, and I could return them to a store to get my money back, so I agreed because they had no other option. Then they sent me the games in a cardboard sleeve. Boy was I pissed. I called back, and they said to bad. thats what you go. All the way up the support line. This went on for almost a year no less. From the time I sent my remote until they sent me the wrong game back. And the smart ass support manager was like if you dont like it you can contact Bill Gates. So I did, with the guys name. I sent a nicely worded letter to Bill Gates, and I got the full retail version of the games in a over night package. So big companies do tend to listen when you go to the boss.

Guess your stuck with the dreaded disgusting device i have lol

Well guys got a call back from corporate today and I'm getting my phone exchanged
They're shipping my device today, but charging my account. When I get my new device, I send my old one back and get the money credited back to my account.

30 day return policy...

I bought my Evo at the shack. And I to am having screen separation. There are no phones in stock any where. So my dilemma is how do we get replacements if there are no phones at all in radio shacks inventory. I was thinking I should cancel out my line under the 30 worry free. Then restart my lineagain when they do comein stock again. Does anyone know if the shack will extend their 30 day policy??? And will anyone else be returning their phones until the stores have them in stock?
Sent from my PC36100 using XDA App

Last I read someone said that a sprint rep at their 1800 number said that if the new, fixed evos weren't in within the 30 days, they would still let you exchange them. By no means an offical word and I'm unsure about the shack, but I'm in the same boat. Bought 3 on launch day from sprint.com, all have the screen sep problem and mine has a half blown speaker (front call one). They said to call up when sprint.com showed they had some in stock, but I've been checking several times a day and never seen that they had any in stock...

I would like to know this as well. Its coming up on the 30 day here soon enough and RadioShacks stock seems to be out all the time. I'll have to call Sprint and see whats up.

so what's our best option guys? cancel the contract and return the phone and start a new account when they have them on stock, or just wait, and get it replaced when its available and continue our 2year contract?

Yes you could exchange it back and tell them the problem if your 30 days almost over you have to sign a paper and give them your number so they know that you are waiting for a replacement and they will call you when they are in stock

GadgetViews said:
so what's our best option guys? cancel the contract and return the phone and start a new account when they have them on stock, or just wait, and get it replaced when its available and continue our 2year contract?
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I say we all call sprint and say we're canceling (which is a much better head ache for them), or they let us replace our bad units with new units after the 30 days, since obviously they haven't had any in stock and won't put me on a waiting list.

I called my local radio shack today, and they were aware of the screen seperation issue. The girl I spoke with was very polite, and took my name and number. She said they would call me when they receive stock, and the exchange would be no issue.

same issue here...I have called sprint and shack about a week ago to see what I could do..
Sprint said go back to shack and return it..as long as that I am reporting it BEFORE the 30 days I should be good whenever they are back in stock..she said she will make a note on my acct so everyone who looks up my sprint # will see it and she even offered up her emp ID# free of will (with out me asking for it), so she sounded like she knew what she was talking about
Called shack told them what sprint said and spoke to the mgr. They took my name down and # and said they will call me when they get them in and I can call them tues-thrus to check bc thats when they get their shipments...they also offered looking up other stores to see if they have any...
my screen lifting wasnt to bad in the beginning I just wanted a new one just in case but I gotta tell you guys it does get worst over time...when I push the home button I can "feel" the screen go back down...almost feels like a black berry storm ....
heres another thought though...no where on the box does it say 002 or 003...so you wont know what you get, till you get it...either way...we are all still under HTC warranty so but i cant imagine it being any easier getting a replacement from them.. but I think my shack store will do the right thing...or im calling their DM

Hrshycro said:
I say we all call sprint and say we're canceling (which is a much better head ache for them), or they let us replace our bad units with new units after the 30 days, since obviously they haven't had any in stock and won't put me on a waiting list.
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call customer service, that what i did, i complained that i went to 4 sprint stores to exchange my defective evo.but all of them are out of stock (which inst true, i just called them and ask if they have any evo in stock, all said no) so then i called customer service again telling that them i've drove to 4 sprint stores and all of them not having nything in stock, and of course they said sorry blah blah. so then i asked what if the evo were on stock again right.after my 30 day period.is up, they said oh don't worry about that ser, will waived that for you therefore if ur 30 day period is up we can still exchange ur defective Eco free of charge. Then I ended up talking to the customer service supervisor, probably because I called them 3 times already with the same issue hahaha, anyway she said were very sorry that all our evo are out of stock and then she said she will checked other Sprint stores (near my workplace) that I haven't been too and asked if they have any evo available and of course same answer "no evo here", then she asked if she can call me back so she can call other sprint stores (near my house) and see if they have it, then I said okay.....maybe less than an hour she called back...... saying that she called all the Sprint stores near my house and near my workplace and have them place my name on their waiting list, she even said to put me as a priority haha, anyways then she told me just wait for their call (from the Sprint stores) and check Sprint.com also if they have the evo available again, therefore they can just send me my evo if my local Sprint store still doesn't have it available

I called RS and talked to the manager. He said he would call when they got EVOs in stock. He told me not to worry about the 30 days since the phone is out of stock. He was cool about it. I told him about the problems they are having and I wanted one that is fixed not a 0002 or 0003. He understood and said no problem. My suggestion is to call the store and talk to the manager and tell him what's up. Tell him you want a newer version that has been fixed. You dont want to get stuck with a defective device after 30 days.
Sent from my PC36100 using Tapatalk

so is the 30fps cap considered manufacturer defect and eligible for a exchange on the 30 days policy?

tommy96814 said:
so is the 30fps cap considered manufacturer defect and eligible for a exchange on the 30 days policy?
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No only screen separation buddy, the 30 fps cap, will be fixed over an ota update, probably next week according to engadget

I was wondering the same EXACT thing! I've been given vague, nonchalant responses that were giving me the feeling they were purposely holding off until my warranty expires so they don't lose out on a phone to sell instead of swapping one out. My plan was to just call customer service and make SURE the manager of RS took note of it. I see other people did that as well, so it should work. Just make sure 100% that they took note of your issue so they don't catch amnesia when the time comes.

GadgetViews said:
No only screen separation buddy, the 30 fps cap, will be fixed over an ota update, probably next week according to engadget
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Whoa whoa whoa, the fix coming next week is not for the 30 fps cap. It's for the touchscreen responsiveness and WiFi reception I believe.

eagle63 said:
Whoa whoa whoa, the fix coming next week is not for the 30 fps cap. It's for the touchscreen responsiveness and WiFi reception I believe.
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Oops my bad, but I read somewhere that the 30fps issue can be fixed by a software update , who knows......

I actually was in the same situation. A bit complicated for me.but hopefully it goes smoother for you.
Went to radio shack, the shift manager said he couldn't do anything and that I had to call sprint.
I call Sprint they said I have to go to place I bought the phone from no exceptions. And that if I order the exchange.before my 30 days and don't get it till after the 30 I won't get.charged.
Back to the shack, hoping to speak to store manager since shift manager wasn't helping and I know the manager from when I bought my phone. Called earlier and.shift manager said manager would be there til 6. I come in at 530 and he tells me the manager left and again says he can't do anything and on top of that, he said that they don't do exchanges off the bat because they "aren't Sprint." I was extremely upset and ended.up calling the district office.
I left a voicemail and in the mean time called Sprint and asked for account services (which was management level) who right away suggested I threaten to cancel so they lose commissions but only as last resort. Also that unless its in writing I shouldn't assume ill get the phone without charge after 30 days like the first level of support. At this point I was extremely happy with Sprints response.
I got a call back from a lady (from district office) who within LITERALLY 2 minutes said I will be getting a phone within 7-10 days and I would be getting a call from the radio shack I went to. She didn't even ask for an explanation because of my voicemail complaint. She also said she would submit a complaint right away to the district manager about the incompetence of the shift manager. Regarding my call back I requested the store manager to call to avoid any more problems so that's all I'm waiting on hopefully tomorrow that happens.
That's the current story of my life! Sorry this is messy I'm still getting used to this keyboard!
If you want more detail about a specific event ill be happy to answer. I recommend calling district the moment the radio shack stores say they can't do anything or don't attempt to do anything.
Hope this helps!
-Rip
Sent from my PC36100 using XDA App

My screen can be unresponsive if the device is laid down. That is my reasoning for exchanging the device IF it is fixed in future devices and not via OTA. I just want to be prepared if the update doesn't fix the problem. If it does then I may do nothing. Just didn't want to wait till day 31 to call RS.
Sent from my PC36100 using Tapatalk

If you call your sprint store and tell them you want to start a new account, all the sudden they will have one. I tried with multiple stores. Its pretty ****ty, they won't exchange defective ones before selling more. Its all about the bottom line not people.

Same here plus some flickering and light leakage. My need to exchange is just to be safe newer batches may have some fixed hardware but that's not guarantees either. I guess doing it for peace of mind.
Sent from my PC36100 using XDA App

adelaney said:
If you call your sprint store and tell them you want to start a new account, all the sudden they will have one. I tried with multiple stores. Its pretty ****ty, they won't exchange defective ones before selling more. Its all about the bottom line not people.
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I think the best way to know if they have it ,is to ASK them if they have any evo's available right away as soon as they answer your call, if they ask if are a new customer or a customer that wants to return ur defective evo, tell them "answer my question first"

Radio Shack and Sprint don't want to exchange my phone!

My EVO has screen separation issue. I brought it to Radio Shack. The manager acted as if there's nothing wrong with my phone and told me to bring it to a Sprint store. I brought it to Sprint and they said the same thing. The rep also said that if I really want it replaced that I should go through the insurance route in which I have to pay a hundred bucks for replacement. Any suggestion on what to do next?

Tell sprint you like the droid x and will be returning your phone and canceling their service.

jewelbaluyut said:
My EVO has screen separation issue. I brought it to Radio Shack. The manager acted as if there's nothing wrong with my phone and told me to bring it to a Sprint store. I brought it to Sprint and they said the same thing. The rep also said that if I really want it replaced that I should go through the insurance route in which I have to pay a hundred bucks for replacement. Any suggestion on what to do next?
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This is what you make of your first post?
I am sure we are missing some of the story. Where did you buy it from and why would the store you didn't buy it from replace it?
My rep at RS has not seen my phone and I said it had some minor and I mean minor light leak. She offered already to replace it without question once she gets some in.
Call Sprint Customer Service and ask them what they would do with the situation. They can best help you.

I'm not sure about radio shack policy and if you get the 30-day sprint guarantee when you buy through radio shack or what.
But the phone is under warranty at a minimum of 30 days and you should be able to get a BRAND NEW not refurbished replacement in that time. Considering HTC acknowledged it as a problem with the device, you're entitled to a replacement.
Here's what you do, go into radio shack or sprint (not sure who will actually replace your phone, probably radio shack)
Anyway, while you're there call the radio shack/sprint tech support/help line (this will probably work best for sprint). While in the store, explain the situation to the tech support rep and then hand the phone over to the sprint rep who said you can't get a replacement.
I've done this before (not with sprint but with verizon) and they said it happens all the time (local store reps giving problems about exchanges and what not)
That's one reason I bought through the sprint store instead of somewhere else (like radio shack or best buy) - because I'm more comfortable dealing with sprint about those issues than one of those entities
I'm going tomorrow to the sprint store to show them the light leak and get a replacement, if they say no for any reason there's going to be a problem (i called and they said something about repair center) - I definitely don't want a refurbished one considering I paid for a brand new one.

did you treat your phone like crap and now its all scratched looking like crap and your claiming that you want a new phone because of the separation issue that really isnt all that bad.. as a radio shack manager id prolly tell you no also.. yeah, guessing there is more to the story than what you are saying... how but some pics of the phone with the separation issue without actually trying to pry it open even more!! im not accusing you of anything just saying as a manager there are times to say no and if a dude try replacing a phone that he treated like crap then id say no

Sorry about my not so detailed post. I guess because I was furious when I was writing it. Anyway, I got the phone from Radio Shack.

Like my previous phones I treat my EVO like a baby. It looks as good as new except for the light leakage.

Radio Shack exchanged mine yesterday with the screen deportation issue and all. I just had to reserve one.
Sent from my PC36100 using XDA App

chrsosnds said:
Radio Shack exchanged mine yesterday with the screen deportation issue and all. I just had to reserve one.
Sent from my PC36100 using XDA App
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Your screen got deported? That sounds worse than screen separation. How are you able to use your phone without a screen?

jewelbaluyut said:
My EVO has screen separation issue. I brought it to Radio Shack. The manager acted as if there's nothing wrong with my phone and told me to bring it to a Sprint store. I brought it to Sprint and they said the same thing. The rep also said that if I really want it replaced that I should go through the insurance route in which I have to pay a hundred bucks for replacement. Any suggestion on what to do next?
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Go to a different store. Or if you are still under the original 30 days cancel it. And don't complain about things that some people will consider cosmetic. Tell them you don't get 4G where you use your phone most.

I'll probably just return it to this particular Radio Shack store and get a refund. It's my first time to purchase a phone from Radio Shack. I will never do business with them again because they didn't treat me well. Even the RS guys who posted in this thread doesn't appear to be friendly. That's just my opinion though.

I had the exact same situation... bought it from RS, tried to return it to the RS with similar issues, and they told me they have none in stock and can't really replace it in a reasonable time frame and suggested I try a sprint repair center. I went there, and they told me they can't do anything under 30 days if not bought from sprint. They said that RS is required to replace the phone with a new one if it's within 30 days and if they are out of stock, they have to put you at the top of the list for the backorder. If they don't comply, they told me to report the store to sprint. Hope that helps!

blix1337 said:
I had the exact same situation... bought it from RS, tried to return it to the RS with similar issues, and they told me they have none in stock and can't really replace it in a reasonable time frame and suggested I try a sprint repair center. I went there, and they told me they can't do anything under 30 days if not bought from sprint. They said that RS is required to replace the phone with a new one if it's within 30 days and if they are out of stock, they have to put you at the top of the list for the backorder. If they don't comply, they told me to report the store to sprint. Hope that helps!
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I called Sprint and told them about my issues with the phone, and the rep went ahead and called up the Radio Shack where I got my EVO from, and pushed my name to the top of their waiting list. So whenever my store gets more EVO's in, they will be giving me a call to come pick it up. My 30 days are almost up, but even if this happens to go past the 30 days, the Sprint rep says I just need to call her back and they will go ahead and reimburse or sort out whatever needs to be sorted out. Sprint has been incredibly helpful, and this particular rep has been consistently following up with me and keeping in close contact with me, Sprint corporate, and the Radio Shack store. She has been nothing short of amazing.
By far, this is the best customer service experience I have ever had. Period.

Call the your Radio Shack district office. The shift manager at mine was a tool and didnt know what to even do. I called district and was immediately told is I will getting a new evo within 7 days (which is today!). This was after radio shack sent me to sprint and then sprint sent me back. Radio shack honors the sprint 30 day policy, a lot of employees just don't want to do the work. My story is a bit longer but you just need the district office part.
-rip
Sent from my HTC Evo 4G

I just had this problem with a sprint store telling me they were not allowed to exchange evo's they admitted they had them in stock but were only for new customers. I called Sprints retention department, long story short the store manager was called by the agent and instructed to replace my phone with a new one.
I bought a phone from radio shack once while I was with AT&T will never do again, had to exchange phone for a broken charger port and they insisted they where not able exchange phones (LG NEON) or accept returns the Radio Shack manager then deleted all my internet and text messaging plan from my account. Thankfully an ATT Corporate store manager saw this and felt so bad about how I was treated they gave me a phone from there inventory.

prjkthack said:
I called Sprint and told them about my issues with the phone, and the rep went ahead and called up the Radio Shack where I got my EVO from, and pushed my name to the top of their waiting list. So whenever my store gets more EVO's in, they will be giving me a call to come pick it up. My 30 days are almost up, but even if this happens to go past the 30 days, the Sprint rep says I just need to call her back and they will go ahead and reimburse or sort out whatever needs to be sorted out. Sprint has been incredibly helpful, and this particular rep has been consistently following up with me and keeping in close contact with me, Sprint corporate, and the Radio Shack store. She has been nothing short of amazing.
By far, this is the best customer service experience I have ever had. Period.
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As one of the posters I've read from another thread says, "Have them put that in writing." Not the exact quote but you get my drift.

jewelbaluyut said:
My EVO has screen separation issue. I brought it to Radio Shack. The manager acted as if there's nothing wrong with my phone and told me to bring it to a Sprint store. I brought it to Sprint and they said the same thing. The rep also said that if I really want it replaced that I should go through the insurance route in which I have to pay a hundred bucks for replacement. Any suggestion on what to do next?
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$100 Bucks? the insurance says $50, they're ripping you off.

the fee for a smart phone like the evo is $100 not $50.

I'm a Radioshack manager and I can tell you they can and should swap you phones for that issue. They don't tell you this, but they can swap phones up to 90 days without any type of insurance. It's a part of the regular return policy. They would just rather you not do it, but will to keep customers happy. Assuming the manager running the store isn't a jackass. In which case, take it up with the district office. A defect is a defect and should be taken care of, regardless of what type of product it is.

Tell sprint you like the droid x and will be returning your phone and canceling their service.
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+1
Anyway, while you're there call the radio shack/sprint tech support/help line (this will probably work best for sprint). While in the store, explain the situation to the tech support rep and then hand the phone over to the sprint rep who said you can't get a replacement.
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+1
did you treat your phone like crap and now its all scratched looking like crap and your claiming that you want a new phone because of the separation issue that really isnt all that bad.. as a radio shack manager id prolly tell you no also.. yeah, guessing there is more to the story than what you are saying... how but some pics of the phone with the separation issue without actually trying to pry it open even more!! im not accusing you of anything just saying as a manager there are times to say no and if a dude try replacing a phone that he treated like crap then id say no
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irrelevant. the phone has screen separation issue, warrants replacement whether op decided to baby his their phone or not.
Do no claim insurance, do got get it repaired. do not get a refurbished phone. you entitled to a new replacment with 30 days. if they won't replace it, threaten to cancel your service.

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

Items included in Droid Charge replacement

Several people were asking what comes with the Charge that is being offered as replacement and what do you have to send back. Here is a list of each item that i received today from big red.
In my Fed Ex box, i found a new droid charge kit (the box they come in new) and the activation guide for 4g phones.
In the Charge kit, i found a user manual, the new device, battery, AC ->USB adapter with a USB sync cable (yay!), and a $25 samsung media hub credit code. The phone DOES have the preinstalled 32gb sd card included!
What is NOT included is the 4gLTE sim card. You have to go to the corporate store for one of these. They will put it in for you and assist you in re adding your google account.
The agent stated that you are NOT required to return your old SD Card or any cases or accessories. I asked if they required the used battery and phone backing (you keep them with normal replacements) and she could not give me an answer.
I have to say that i am more than pleased with this offer and am very satisfied myself. Hope this helps!

I had a dream last night that i switched to a charge and it was shaped like a pair of binoculars and had huge push buttons everywhere on it.
CM7/Glitch ML 1.5ghz/Steel Blue tapatalkin

bobthesalesclerk said:
I had a dream last night that i switched to a charge and it was shaped like a pair of binoculars and had huge push buttons everywhere on it.
CM7/Glitch ML 1.5ghz/Steel Blue tapatalkin
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LMAO its not the most attractive device.

foister82 said:
What is NOT included is the 4gLTE sim card. You have to go to the corporate store for one of these. They will put it in for you and assist you in re adding your google account.
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Just an FYI, my closest corporate store is ~45 miles away. I called my nearest 3rd party store (Wireless Zone) and they sold me the 4gLTE sim card for $5, and activated it. It would have been free at the VZW store, but not worth the 90 mile round trip in my case.

I understand a majority of you guys got your fascinates through verizon. But i purchased mine through best buy when they had the fascinate for 150$ promotion.
I too get missed calls and other issues but i can bet best buy is not as willing to replace products for free. Is there anyway i can get verizon to supply me with a new phone since it is their radio that is the issue here? Thanks for any input !:

if you got your fassy on contract it will have a 1 year manufacturers warranty. I have heard though that if you call tier 2 and complain enough they will offer you at the least a incredible 2 or dx2 no matter where you got your fassy... worth a shot either way

I bought mine through eBay roughly 2 months ago and they never once asked how I purchased it. They were really apologetic and asked if I was interested in a different device or to wait until an update was put out later this month. Of course I took the new phone

I wasn't aware the charge was being offered as a replacement. I called several times earlier this month and was repeatedly offered a refurbished fascinate.
Sent from my I500 using XDA App

PeterGunz said:
I wasn't aware the charge was being offered as a replacement. I called several times earlier this month and was repeatedly offered a refurbished fascinate.
Sent from my I500 using XDA App
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I think they made it a policy to replace with other models on 7/8. Its pretty amazing that they'd even replace with such new models.

tk1o48 said:
I understand a majority of you guys got your fascinates through verizon. But i purchased mine through best buy when they had the fascinate for 150$ promotion.
I too get missed calls and other issues but i can bet best buy is not as willing to replace products for free. Is there anyway i can get verizon to supply me with a new phone since it is their radio that is the issue here? Thanks for any input !:
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I bought mine at Best Buy on Black Friday and they allowed me to do the replacement. The second time I called to tell them which phone I wanted, the woman told me that they could only replace it with another Fascinate, now that they were back in stock. So I rejected the replacement and called back, got a different rep who honored the original offer. I took the Inc2. Don't really like the look of the Charge even though I love the screen and potential 32GB card (lol), but we don't have 4G where I live and since it doesn't extend your contract, I figured its still a nice deal.

Called today with the dropped call complaint, immediately offered my choice of the three...heading to the store to finish up my "order" on the charge today!
Sent from my SCH-I500 using Tapatalk

So if yall are getting inc 2's and charges as replacements and say your upgrade date is in 2 months, could you still upgrade to something else?

woolster22 said:
Called today with the dropped call complaint, immediately offered my choice of the three...heading to the store to finish up my "order" on the charge today!
Sent from my SCH-I500 using Tapatalk
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same.
Charge will be here on Wednesday (approximately).

Got my charge ordered today, be here tuesday.
Sent from my I500 using XDA App

For those of you getting the Charge, what exactly did you say to them? Just, "I'm having dropped call issues."? From my past experiences they will want you to do three hundred other things and then tell you to see how it does for a few days and call back if it happens again. Was it really as simple as "I am having dropped calls a lot, several times a day" and they go "ok how about a Droid charge"?

jamesnmandy said:
For those of you getting the Charge, what exactly did you say to them? Just, "I'm having dropped call issues."? From my past experiences they will want you to do three hundred other things and then tell you to see how it does for a few days and call back if it happens again. Was it really as simple as "I am having dropped calls a lot, several times a day" and they go "ok how about a Droid charge"?
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First tier will probably wanna do some basic troubleshooting like *228 and battery pulls or resets, just keep insisting politely that you've done all this (do it if they keep saying they want you to) and are still having problems but don't push for a new phone... You should get transferred to tier 2 (you may have to ask to go higher, ask them if there's anything else a different higher level rep can do), once you reach tier 2 they should've been told of your problems and will ask if you would like a replacement phone. You may hit snags where they ask you to go into a store to check the phone out or they may ask you questions about the build/baseband you're on, if so just comply and call back if they deny you. This is how my phone call went: I told the first CS rep about the usual problems missed calls, gps lock problems, poor signal strength etc. then she proceeded to have me do the *228 update (was on EB01 when I called I believe). It wouldn't update so she immediately told me to hold while she transferred me to tier 2 and told them about my issues. Tier 2 guy answered and right off the bat offered to replace my phone with another one, I asked 'like what?' and he named off the Dinc2, X2, and Charge. The rest is obvious...

It depends on the rep you get. Some say they have to troubleshoot it with you, even if there are notes that you have already done so. The first rep I spoke to, told me that she could only replace it with another Fascinate. I declined and called back. It was with the second rep that I was given the choices. It all depends on if the rep you speak with knows about the problems with the phone.

anoninja118 said:
First tier will probably wanna do some basic troubleshooting like *228 and battery pulls or resets, just keep insisting politely that you've done all this (do it if they keep saying they want you to) and are still having problems but don't push for a new phone... You should get transferred to tier 2 (you may have to ask to go higher, ask them if there's anything else a different higher level rep can do), once you reach tier 2 they should've been told of your problems and will ask if you would like a replacement phone. You may hit snags where they ask you to go into a store to check the phone out or they may ask you questions about the build/baseband you're on, if so just comply and call back if they deny you. This is how my phone call went: I told the first CS rep about the usual problems missed calls, gps lock problems, poor signal strength etc. then she proceeded to have me do the *228 update (was on EB01 when I called I believe). It wouldn't update so she immediately told me to hold while she transferred me to tier 2 and told them about my issues. Tier 2 guy answered and right off the bat offered to replace my phone with another one, I asked 'like what?' and he named off the Dinc2, X2, and Charge. The rest is obvious...
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I don't think they can tell if you did anything or not......in my experience its a matter of waiting and then saying, ok, yeah, I did that. Same problem.

jamesnmandy said:
I don't think they can tell if you did anything or not......in my experience its a matter of waiting and then saying, ok, yeah, I did that. Same problem.
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they can't but I was told they know the last time you did a *228 prl reset, my phone didn't successfully complete it (don't know why) and I was immediately transferred cuz she probably thought that was the problem
blazing through on my VZ Droid Charge

Anyone have any experience returning phones with physical damage? I have a cracked screen, phone works fine and I did talk to them a long time ago about the issue so it should show up in the account. Do I have a shot?