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Took my evo into the Sprint store because of the hair line fracture near the power button. They replaced the screen for nothing. Hassle free just thought you all should know.
I heard that some people have been denied warranty claims because of this fracture for other issues. So I decided to see if they would fix that fracture seeing as how the phone was only a month old and had no signs of dropping.
Also the chick that worked there discovered her evo had both the power button and volume fracture.
This is getting more and more common it seems.
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To be fair, the average in-store rep will probably have no idea what a "rooted" phone is, much less how to check for it. Hell, I went into a Verizon store with my girlfriend to order a replacement Touch Pro2, and I had to explain to the guy what a "hard reset" was. Thank god he didn't question me when I brought up the bootloader... (it would enter bootloader, but wouldn't hard reset, in case you're wondering )
Good point but now the joke is on me. Heading back tomorrow because the ear speaker is quite distorted. Ugh.
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I used to see people with hacked phones all the time sometimes I would let it slide. Sometimes I won't. Just I hate when people lied about "oh I tried to turn my phone on one day and I didn't " no u bricked it scumbag.
Sent from my HTC Evo 3G!
Customers are scumbags huh? Sounds like a Sprint employee all right!
No, idiots who brick their phones and then lie about it to try and get off Scott free are scumbags. And I'm not a sprint employee. Dirtbags who do this are why the fees have increased. Man up and pay for the insurance if you're not smart enough to work your phone.
I do believe, but I could be very wrong, but if the defect is induced by the root, then it would be grounds for voiding your warranty, otherwise it SHOULD still be covered (ie crack in power button wasnt caused by rooting your phone )
I reference cars for example. If you rip out the exhaust and put in a custom exhaust, and your radio frys or a motor in your power windows fails, they cant deny your repair since what you did in no way affected those parts that failed.
Does anyone know if we have something similiar to the Magnuson Moss Act that vehicle owners can use for warranty issues, for personal devices like phones and so on? Or something close to it to protect the consumers from being turned down for warranty claims for bogus reasons?
Hmm there's a mobilespeedtest picture in here that my anti virus says contains a malicious url?
Glad to know I won't be hassled for having a rooted Evo when I take it back to Sprint. I have a hairline crack near the volume-down button, dust particles on the top left corner between the glass and LCD screen, and of course the light leak at the bottom edge of the screen
Sokesleezy said:
Hmm there's a mobilespeedtest picture in here that my anti virus says contains a malicious url?
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mine too. Kaspersky
just dont think everyone will have the same luck
I recently cracked my evo screen and took it to the sprint store. The told me they wanted to back up my contacts before they could replace the screen for me. Im worried because i have a rooted evo (cyanogen mod) and if they reboot my phone while they are working on it they could see the boot would not be the default sprint 4g, thus voiding my warranty, which I'm using to get a new screen. any ideas? should i return it to stock to let them repair my phone?
xBudahx said:
Customers are scumbags huh? Sounds like a Sprint employee all right!
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Yes, a majority of customers are. For every 10 customers I have, 8 are liars. Employees really want to help, but after months of being lied to it kind of fades away and most employees help honest people only, even if they are cheating the system.
Sent from my Evo beeesshh
DirtyShroomz said:
Yes, a majority of customers are. For every 10 customers I have, 8 are liars. Employees really want to help, but after months of being lied to it kind of fades away and most employees help honest people only, even if they are cheating the system.
Sent from my Evo beeesshh
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that's true, i get them all the time. No I didn't wet my phone (phone still has water inside lol) one went as far as telling me he was scared of water haha
DirtyShroomz said:
Yes, a majority of customers are. For every 10 customers I have, 8 are liars. Employees really want to help, but after months of being lied to it kind of fades away and most employees help honest people only, even if they are cheating the system.
Sent from my Evo beeesshh
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well out of the five or so people at my sprint store only one is helpful, My girl brought in her epic due to the issues she has with that phone, its not rooted at all. The woman took her phone told her she voided the warrenty (because ADW launcher is installed) then told me the settings/about phone/battery is something I installed from the market and does not count cause joe shmoe made it..... we were just going there to see if the battery was defective.
Guys, it's not that hard. It's the same as any other customer service experience...
If they tell you they won't look at/fix your phone because it's rooted, be nice to them, walk away, and coming back a few hours or a day later and talk to someone else. Like people have said, most people won't realize, many of those that realize won't care, and those that do, just be pleasant and try again later.
I'm returned/exchanged/asked for service on least 6 or 7 Sprint phones over the past couple years (Palm Pre x3, Palm Pixi x2, Samsung Epic x1) and have never had a problem. In fact no one has ever noticed.
kixcastillo77 said:
that's true, i get them all the time. No I didn't wet my phone (phone still has water inside lol) one went as far as telling me he was scared of water haha
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I recently took my evo into repair center for a blown speaker, and was told phone has water damage. Funny thing is I have been careful not to have this thing around any water. The tech even told me the indicator strips were still intact, just water damage to board..does this make me a scumbag??
shortbus182 said:
I recently took my evo into repair center for a blown speaker, and was told phone has water damage. Funny thing is I have been careful not to have this thing around any water. The tech even told me the indicator strips were still intact, just water damage to board..does this make me a scumbag??
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not at all, I never used the word scumbag but I have alot of customers that lie...If I open a phone and see the phone actually dripping water, then ask and get a "No, I never take my phone near water" that's pretty bad wouldn't you say so lol Next time ask to see the damage though, I can honestly tell you that sometimes it's bs since my coworkers will do it once in a while
kixcastillo77 said:
not at all, I never used the word scumbag but I have alot of customers that lie...If I open a phone and see the phone actually dripping water, then ask and get a "No, I never take my phone near water" that's pretty bad wouldn't you say so lol Next time ask to see the damage though, I can honestly tell you that sometimes it's bs since my coworkers will do it once in a while
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yeah those water detection strips can also go off from sweating while talking on the phone
Hopefully I have the same luck.
Need to get my screen repaired/replaced for dust and wasn't sure if the techs would deny me service since I rooted my evo.
I'm not lying about it either (rooted doesn't cause dust). I just didn't want to be told no because of the software which I obviously know is not the cause, but you can never tell how people will react.
So my EVO now has 2 hair line cracks. One to the left of the power button and one under the volume buttons. I stopped at the Sprint store and the tech verified the cracks were not caused by abuse. He notated my account so when I call Sprint customer service they will ship me a new phone. Now I have 2 questions? Will the replacement be a refurb? And in the email they sent about my replacement it states: If im not enrolled in TEP (which im not) it will be $99-$119 depending on device model for wear and tear, physical damage and mechanical or electrical failures not covered by the manufacturer's warranty. Now since the sprint tech at the store verified it was not physical damage or abuse. The device manufacturer's warranty covers mechanical and electrical failures. What are these hair line cracks considered? They are definitly a manufacturer's defect, but like the warranty stated it covers mechanical and electrical failures. I sure hope they dont try to charge me for a defect. I have the Epson rev 002 rooted and I'm loving it. I just dont feel after 2 months I should have these damn cracks.
people have said for hardware they will send your a new one if you raise enough hell but id guess it's going to be a refurb
Sporkman said:
people have said for hardware they will send your a new one if you raise enough hell but id guess it's going to be a refurb
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That's what I was worried about. I hate the fact that I paid all that money and now have a defect but in return they give me a refurb. I guess in some cases a refurb that was examined by a human may be better than off the assembly line?
Refurb if you had TEP it would be new. I had a Touch Pro 2 that cracked and I felt the same way. The guy at the Sprint store told me too bad its cosmetic doesn't effect the performance of the phone.
splink7007 said:
That's what I was worried about. I hate the fact that I paid all that money and now have a defect but in return they give me a refurb. I guess in some cases a refurb that was examined by a human may be better than off the assembly line?
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WOW thats exactly how I felt about the TP2. Lucky for me I had TEP on the Touch Pro as well. So Sprint paid the deductible for me, in that case. I called Sprint from the parking lot of the Sprint store and told them just about everything your posting now. I was very angry but they helped me as best they could.
Really the thing to do is get TEP its worth the money. I think you can add it when you get the refurb.
zone23 said:
Refurb if you had TEP it would be new. I had a Touch Pro 2 that cracked and I felt the same way. The guy at the Sprint store told me too bad its cosmetic doesn't effect the performance of the phone.
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Great, now if your guy said its cosmetic. When they get my defected phone back to sprint will they charge me you think?
splink7007 said:
Great, now if your guy said its cosmetic. When they get my defected phone back to sprint will they charge me you think?
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You know its one of those things you just don't know. That email is probably just a cookie cutter email, copy and paste. If they do you can always call and give them hell maybe they will remove the charges problem is you wont see them until after you activate the phone. I try not to start off mad as hell I work my way too it.
Demand a new phone. I had wifi problems that were due to ****ty hardware construction and I told them I'm not taking a refurb because HTC sucks and the manager gave me a brand new Evo. Had to wait for it to arrive but was worth it. Don't take no for an answer. The Evo refurb I was supposed to get had dust and dirt and scratches on the camera lens. Sprint+HTC can suck it.
FYI on Evo refurb's, the outside case is new, only the guts have been repaired.
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I just got off the phone with Sprints retention dept. I spoke to a sup there who said all the phones that are over 30 days gets replaced with a refurbished phone. I even threatened to cancel he didn't budge.
splink7007 said:
I just got off the phone with Sprints retention dept. I spoke to a sup there who said all the phones that are over 30 days gets replaced with a refurbished phone. I even threatened to cancel he didn't budge.
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Tried that too, thru the office of dan, all they did was to offer to waive my etf (I still have 1 year left), if I give them back the EVO.
ok, I know we already have a topic about sprints tep changes, but as I read through it I was so tired of reading all these assumptions and people stating incorrect things, so to clear it up. Also remember this may not be regional, I don't know how sprint is rolling it out, at least in the south east (im in NC) its all rolled out as of oct 23rd.
First off im a service and repair technician at a corporate store. We rolled this out on the 23rd (at least in the southeast, idk of other areas around the US)
pricing is still the same, 7$ a month. But now it covers almost everything except liquid damage, board damage, lost and stolen.
So if someone comes in with a completely shattered evo screen (as I saw 3 today), if they have TEP we replace it with a brand new screen, if we don't have one we exchange in store, if we don't have one, we order a replacement. Basically we now cover physical damage in store. The only time we don't is if its board damage, say the phone got ran over, obviously the board is destroyed. But as far as cracked screens, broken hinges etc... its all covered.
ALSO now for people that do not have TEP, before if they had physical damage we would charge them 120$ in store for repair, now its only 35$ to repair say a broken screen (good news!), except thats for every visit, sprint is now not authorizing the 1 year manufacturers warranty in store, so say your blackberry trackball pops out and you don't have TEP you can either pay sprint 35$ or go to blackberry. But the nice thing is its 35$ for ALL repairs, except the liquid, board damage etc..
I just felt the need to post this because I was tired of reading incorrect posts. Hopefully this makes sense, because I typed this in minor frustration lol. But I think this is great (for the customer, I see alot of phones now lol) But its REALLLLY putting value in sprints TEP now
So if any questions please ask away.
Thanks for clearing that up. I am switching to Sprint next week so this news has been welcomed.
good post ! tyvm
no problem. I hope this makes sense, I just went on a quick typing rant and haven't really read over it. But I think this REALLY adds value to TEP and makes it worth it. And to the people who said sprints technicians don't know anything they are worthless. Honestly.. Just because your local store may be bad, or not up to par doesn't mean they all are. At my store we try to be as fair as possible, but when someone comes in every 2 weeks for the same problem for the past 5 months, yeah we may refuse to repair, or notate the account for repeat offenders. But at the store and District I work in, we all do the best (also were the number 1 store for customer service in the District so that may help)
If you don't have insruance, does the phone need to be on your phone line? Lets say i have a phone in my cabinet with a broken screen, could i go and get it fixed for 35$?
For $35 I might just take the case off my EVO and let her run around naked!
Thanks for clearing that up! I live in the South east as well. +1
yes we can repair the phone but it has to be on the account, and active for atleast 30 days.
So I know this is off topic but how do technicians treat Evos with hosed 4g keys cause I want to root and pay $7 for insurance but fear hosing my 4g which I use.
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Great information, thanks. One question though: what if you do have liquid damage and you pay for TEP? What is the repair cost then? What about lost phones? Also, like already mentioned, what about rooted phones? This is insurance after all and not warranty.
I ask because I have Best Buy Black Tie Protection now' but with these changes to TEP I'm thinking about canceling the Best Buy plan and switching to TEP. Thanks for your info.
what about everyday wear and tear i have scratches from dropping my phone a lot on the bottom of the phone can that be fixed for free?
Is their insurance still through Asurion? I went ten years with never losing or damaging a phone and the one time I lost my HTC touch I was charged $100 for a piece of crap that had a busted speaker and a glitchy looking screen. And to top it off the girl at sprint who looked at my phone said the busted speaker wasn't too bad and that the speaker phone still worked fine...
I am not impressed with Sprint's insurance at all.
ok, well if liquid you go through asurion, 100$. Same for lost or stolen. As far as the 4g queston, not sure what you mean by hosed 4g?
and for the question about cosmetic damage, thats the one thing im not 100% sure about, I will have to get more info on that.
And yeah still through asurion. But now the only time you go through them is if;
liquid damage, lost, stolen, board damage.
samrozzi said:
ok, well if liquid you go through asurion, 100$. Same for lost or stolen. As far as the 4g queston, not sure what you mean by hosed 4g?
and for the question about cosmetic damage, thats the one thing im not 100% sure about, I will have to get more info on that.
And yeah still through asurion. But now the only time you go through them is if;
liquid damage, lost, stolen, board damage.
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Hosed 4G means the RSA keys are damaged and it won't authenticate. Each phone has it's own key, so it's not something that could likely be fixed in store.
Would a phone get replaced under that circumstance?
hmm maybe since im not familiar with the term, But we have seen phones with 4g not connecting or not able to establish a connection and sometimes we have to exchange it (which thats covered), but lately we've been pretty good at restoring data to the devices but a pain in the ass, so exchanging is usually easier
i had a small crack on the top right of my phone (next to front camera) for a month now (a drunk drop getting out of the car)
it wasnt a big deal.
well yesterday i was holding my daughter and was taking my evo out of my pocket......it fell on the tile face down.
i picked it up and my screen was shattered but the phone still works.
anyway i went to sprint today and got a new screen put on my phone for free within 40 minutes. i also have the $7/mo insurance plan
best part is i have a CM6 root/rom on my phone and they didnt say a thing.
i have an 003 version and since the new screen was put on, no more light leakage either
I still don't understand why a customer needs to be charged $35 for warranty work though.
Shattered screen? yes
Defect in phone? no...should be a free repair if it's under the 1 year warranty
Well I know now after reading this Im happy I told Bestbuy to shove their insurance and switched back to Sprints !
m4rk0358 said:
I still don't understand why a customer needs to be charged $35 for warranty work though.
Shattered screen? yes
Defect in phone? no...should be a free repair if it's under the 1 year warranty
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Your not. Call the manufacturers, use their warranty and take a month off without a phone.
exactly dirtyshroomz. Because yous till have the 1 year through company. But we will do things like software defects, and basic s/w based things at no charge
Well, it turns out that Gorilla Glass is way more susceptible to shattering than I'm used to.
I was getting out of my car today, and the Atrix fell out of my pocket and on to the pavement. Maybe two feet.
Luckily, I have Asurion, so hopefully I'll get this sorted out quickly. I just hope they have the Atrix in stock!
Has anyone had any experiences with them, good or bad? This is my first claim. Actually, it's the first time I've ever had insurance on a phone...
Thanks in advance...
http://www.corninggorillaglass.com/#videos
I did the exact same thing only mine didn't break or damage. It really depends on how it lands. Gorilla glass is good at taking direct impacts but probably still pretty weak if it lands on the edges. I've never broken any of my phones before but I got insurance on the Atrix for the first time as well.
ronan_zj said:
Link
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Well, that's some bull.
I'm happy to report that I got a call from Asurion today, they're going to ship me a brand new Atrix. I'm ordering an Otterbox as we speak.
I was a little nervous dealing with them, especially since I was a new AT&T customer who had ported my number after initiating service (so my first bill, which they needed a copy of, had a different phone number) and they had my old BlackBerry Pearl still listed on the account, but I was pleasantly surprised.
dropped my phone from like 3 feet and this is what happened. luckily there is a place here in sac that can replace the glass for $100. i called in and they have the part. hopefully its legit.
saw the same thing happen last night. Kid told me today that sprint insurance doesn't cover screens anymore. Said they won't even look at an EVO if the screen is cracked. Is that true?
The Sprint store here doesn't cover glass screens. Best Buy has their insurance policy and they will cover cracked screens though. My friend just dropped his Evo and it cracked the screen, when he had someone repair it they accidentally punctured the LCD with a piece of the broken glass. He now has a fairly dead Evo, but the guy is willing to replace the parts next week when he gets them in.
It honestly is very easy to repair the digitizer and the LCD screen (Depending on which one you need).
I knew fairly nothing about the phone, I did a little research and bought the "Type 1" LCD screen for the HTC Evo. The connector was too small so I did more searching, I eventually found the right screen at GlobalPartsDirect. (Search google).
It has the Wide Connector that you'll need if you have one of the HDW004/3. I personally would open up the back of the phone and check the connector myself, If i were you.
It's an easy fix, only question, do you have the money to buy two from globalpartsdirect (They only ship in multiples). Then you're golden, plus, you'll have an extra LCD screen to repair your phone if it happens again.
alaman68 said:
saw the same thing happen last night. Kid told me today that sprint insurance doesn't cover screens anymore. Said they won't even look at an EVO if the screen is cracked. Is that true?
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Wait what?? TEP doesn't cover screen glass??
Damn I dropped mine off my lap on concrete from sitting in a car, glass down and not one crack or mark. Got super lucky.
Which place in sac?
Does op not have insurance?
If so take the battery out and report it lost. Your gonna have to pay anyway.
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TEP no longer covers cracks over an inch in length. A small crack can get replaced because it is covered under normal wear.
alaman68 said:
saw the same thing happen last night. Kid told me today that sprint insurance doesn't cover screens anymore. Said they won't even look at an EVO if the screen is cracked. Is that true?
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SilverStone641 said:
Wait what?? TEP doesn't cover screen glass??
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No, they won't even look at it. I was told exactly that by the rep of the repair center I went to. "We are not allowed to even touch the phone if the glass is cracked." They will not fix it. I even offered to buy the parts myself and pay for the labor, and that is when I was told they can't even look/touch it.
tke0834 said:
TEP no longer covers cracks over an inch in length. A small crack can get replaced because it is covered under normal wear.
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Whoever told you that lied to you.
rugedraw said:
No, they won't even look at it. I was told exactly that by the rep of the repair center I went to.
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So then it's NOT "TOTAL equipment protection" It's more like "Equipment we feel like covering, protection"
SilverStone641 said:
So then it's NOT "TOTAL equipment protection" It's more like "Equipment we feel like covering, protection"
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LOL
10char
error629 said:
Does op not have insurance?
If so take the battery out and report it lost. Your gonna have to pay anyway.
Sent from my PC36100 using XDA Premium App
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Got to love insurance fraud
Sent from my spaceship!
SilverStone641 said:
So then it's NOT "TOTAL equipment protection" It's more like "Equipment we feel like covering, protection"
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Well, it's total equipment protection in the same sense that a bumper-to-bumper warranty covers your car. If your car's engine takes a crap on you and your car is under warranty, they will fix it. However, if there is a rock on the road and you go over it with your car and crack the oil pan, all the oil leaks out and then your engine gets seized, you wouldn't really take it to the dealer for a warranty repair, would you?
In that case, you would call your car insurance company which is where Asurion comes in.
Gravity is not Sprint's fault. However, I think they should fix the phone if you are willing to pay for it instead of having to find some 3rd party electronics repair shop to do it. If they did, then maybe people wouldn't be committing insurance fraud like DirtyShroomz mentioned.
See, if I drop my phone now again and I call Asurion, they will replace it and then refuse to give me coverage until a year passes by, since you're only allowed two claims per year. If Sprint would have fixed my phone for $100, I would have given them the $100 instead of Asurion and saved the claim for the day I lose it or damage it beyond repair. I think Sprint is actually losing revenue by turning away repair jobs from phones that fall under the "physical damage" category.
Correct, Sprint's coverage has never been accidental. They used to occasionally cover drops, but spills and water damage have always been out of the question. It's the reason I buy my phones at Best Buy. I don't have to wait for a rebate, and I can get 100% accidental (full submersion included) protection on my phone, with a loaner phone if it needs to be sent out. It's 10 bucks a month, but compared to a new phone it's not bad.
That being said, I don't have it on my Evo as I know how to change out LCD panels now.
Assurion covers it.
I called in Friday about a broken screen(the entire piece of glass was shattered) and I got my brand spankin new Evo on Monday
That screen replacement deal was good while it lasted. Had my TP2 screen replaced under TEP before selling ur on here. Well, actually they ordered me a whole other phone, as they had no screens in stock. Too bad they are so whack about it now.
I've seen official policy posted before. It's anything over an inch is not supposed to be repaired. But what the hell is the difference? 1" vs shattered screen, you still replace the same pieces right?
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I always use a rubber. Its kept my phone in great shape.
Cracked mine a couple weeks ago, called insurance and next day had a brand new 004 not a refurb. I was very happy with that. Also they shiped me a battery ,charger and 8gb memory card but just wanted my phone back in return. Not a bad deal .
You don't have to buy in bulk...I have lcd and digitizers for sale together already. I sold one to.crucial on the forum and a back housing to another member
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I have a broken screen as well. Anyone knows where I can send it in for repairs? I am not that good with small parts so I cannot repair it myself.