i have had an evo since the day it came out, and about a month and a half ago i dropped it on the ground. the screen shattered, and i didn't have insurance. at the time the sprint guy said it wasn't a big deal, because the cost for repair was about the same either way. i paid about $130 and it was fixed half an hour later.
lately, about a month and a half later, i noticed some weird issues with the touchscreen. it was jumping around as if i had my finger on it when i wasn't touching it. i formatted the sdcard, did a factory reset, wiped everything, and loaded a stock rooted rom on it. it was fine for a couple hours, then i noticed the issues again. random scrolling, opening apps when i wasnt touching the screen, etc. i noticed the Y and G keys are now not working. i downloaded a screen test app that records where you have touched the screen with a white line. while sliding my finger up and down all across the screen, there is a noticeable band running vertically across the general area of the Y and G keys that does not record any touch activity even if i slide my finger there.
i took the phone to a sprint store and showed them. they asked if i had insurance and i said no. they said "well you could get insurance and then have it repaired for $35." i asked "why should i have to pay to have something repaired that i didn't break? the replacement screen is obviously defective." the guy said "well you should have insurance." and i again said "why do i need insurance for something that went bad on its own?" and he said "you had the repair done over 30 days ago so you'll have to pay to have it repaired again."
i have no idea why i should have to pay for repairs for a phone, regardless if i have insurance or not, when i didn't do anything to damage the phone. im going to go to the actual repair store here in chicago, but i doubt theyll say anything different. if they can't repair it for free, im seriously considering switching to a different phone company. this ridiculous service/repair policy along with the horrible battery life (the guy actually asked how my battery life was and tried to sell me an extended battery, and also tried to sell me a case... neither of which i care about), ridiculous $10/month fee, and lack of built-in tethering makes me want to switch back to tmobile which was a great company when i had the G1.
does anyone have any tips they can give me to get this fixed for free? or is that a hopeless idea?
thanks.
When you had the repair done, I'm sure there was a warranty period on the repair itself. Do you have any documentation showing what that timeframe is? It seems to me that if the screen repair warranty is up, you may be stuck paying for the new repair. Have you tried calling sprint with *2 and explaining the situation? I went through a similar situation with the screen developing a large white spot. It took many calls to *2 until somebody was willing to work with me. Try that. If you are not getting the answers you want, hang up and call right back. My persistence worked out eventually, but like I said, it was a time-consuming ordeal. Good luck.
i understand that there was a warranty associated with the last repair, but it still doesn't make any sense to me that a problem i am having with the screen has nothing to do with anything i did. the shattered screen is not the problem (the screen did not get shattered again, which was what the original repair was for). the touchscreen is simply not working properly. am i supposed to get insurance, pay for that each month, and then pay $35 now and again every 45 days if the problem continues? doesn't make much sense to me, but that seems to be how sprint operates. i will take your advice and call *2 after i get turned away at the actual repair facility that i'm on my way to now. thanks for your advice.
Go to another store and show them the problem but do not mention anything about the screen being replaced before, unless they noted your account. Hopefully they could replace it/fix it under warranty
Welcome to Sprint's "screw the customer" routine. Ive dealt with similar issues in the past.
Like others have said, the repair they did should have a warranty to it, just like if you go to get your car fixed, it usually has a 90 day warranty on the fix itself. Go back to where they fixed it, and talk to the manager. Explain your situation, that the repair obviously was faulty.
If that doesnt work, call *2, and ask to speak to account services. Explain your situation to them, how you are not at fault here, and shouldnt be treated this way as a valued customer. Tell them you will cancel your service if they dont help you resolve this issue. When you tell them that, they will bend over backwards to keep you, and hopefully send you a repacement phone.
I would say your best bet is calling *2 several times and trying to get a person who will help. Usually if you bounce around enough you may get lucky. Although, I have noticed that over the last 6 months they have really tightened down and become less willing to make exceptions. But these situations is what the insurance is for. If your phone was defective in the first 30 days, Sprint would repair it or replace it for free regardless of insurance, after that it's on the customer if you don't have insurance, regardless of the issue. If you had insurance right now you could get it replaced free with no deducible. I had a similar problem with my original EVO that I had since launch day last month. The touchscreen would just start clicking in the middle of the screen all on it's down. I have the insurance, so they replaced it with no questions asked. Your situation is sort of like a laptop, they only come with a certain warranty, and then if it breaks after that it's on you to fix it unless you have extra insurance or an extended warranty regardless of why it malfunctioned. I'm not a big fan of extra insurance either, but on a phone it is really worth it. Also, I am pretty sure ALL phone companies have the same sort of policy when it comes to fixing phones, so I doubt going to a different carrier would help you any. If your phone breaks without insurance through any provider after 30 days its coming out of your wallet. I would say, you might as well get the insurance and pay the $35 to get it fixed. That sounds like a good deal to me, because last night I broke the glass on my second evo, and with insurance the deductible to replace the phone is $100... so $35 sounds like a deal to me. If you don't want to do that, the only other option I see is going on eBay and buying a new screen/digitizer for $49 and putting it in yourself.
wmblalock said:
I would say your best bet is calling *2 several times and trying to get a person who will help. Usually if you bounce around enough you may get lucky. Although, I have noticed that over the last 6 months they have really tightened down and become less willing to make exceptions. But these situations is what the insurance is for. If your phone was defective in the first 30 days, Sprint would repair it or replace it for free regardless of insurance, after that it's on the customer if you don't have insurance, regardless of the issue. If you had insurance right now you could get it replaced free with no deducible. I had a similar problem with my original EVO that I had since launch day last month. The touchscreen would just start clicking in the middle of the screen all on it's down. I have the insurance, so they replaced it with no questions asked. Your situation is sort of like a laptop, they only come with a certain warranty, and then if it breaks after that it's on you to fix it unless you have extra insurance or an extended warranty regardless of why it malfunctioned. I'm not a big fan of extra insurance either, but on a phone it is really worth it. Also, I am pretty sure ALL phone companies have the same sort of policy when it comes to fixing phones, so I doubt going to a different carrier would help you any. If your phone breaks without insurance through any provider after 30 days its coming out of your wallet. I would say, you might as well get the insurance and pay the $35 to get it fixed. That sounds like a good deal to me, because last night I broke the glass on my second evo, and with insurance the deductible to replace the phone is $100... so $35 sounds like a deal to me. If you don't want to do that, the only other option I see is going on eBay and buying a new screen/digitizer for $49 and putting it in yourself.
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Under the new Sprint policy revealed here on XDA, isn't a non-TEP screen replacement, or anything else, $35 per job?
Update:
I went to a Sprint repair store (can't go to the original one because I moved across the country). They took the phone to the back room and came out five minutes later. The guy said "the tech said to get that touch screen test app off your phone because it isn't a good representation of what's wrong" ... I said "okay, well that section of the screen is clearly not accepting touch input" and he said to call a 1800 number to do a factory reset (?!) so I left and called that number and it was disconnected. haha.
I called *2, went through a bunch of menus, and it told me to call some 1800 number from a different phone. I got some guy who walked me through a factory reset which of course did not work. He said he would connect me to tech support, who I thought I was already talking to. Told her the problem and that the reset didn't work. She said it was a hardware problem and I said yes, and said I know it isn't her fault but that I didn't think it was fair for me to pay for a defective screen. She said she was making some notes in my account and was going to transfer me to an escalation manager. That person listened to my complaint again which I tried to word in a polite way. I didn't threaten to cancel my account but was ready to say something. I told her I would like to have a replacement phone since this one seems to have issues. She asked if it had been replaced before, I said no. She asked for my mailing address and email and put me on hold for about five to ten minutes. During that time, I got an email outlining my exchange order.
The exchange order notes that I could have to pay $75 to $125 for the replacement as well as some other fees, but she never mentioned anything about me paying at all so I'm prepared to call up and complain again if they try to charge me. I mean, I realize that's a policy but they never mentioned fees on the phone. I mean, i might as well have paid the $35 if I didn't mind fees.
Another thing to note is that when the guy at the store came out of the back room he had the battery cover off my phone and said the sensor showed it had gotten wet. I have never gotten it wet, and he said it was my fault if I kept it in my pocket. I will call and complain again if they charge me for returning a wet phone, because its not my fault if its such a poor design that minor sweat or pocket humidity can make it malfunction! I don't mean to nitpick but come on HTC...
one thing i HATE about calling any tech company getting shifted around to this person then to this person etc etc
wrb123 said:
i have had an evo since the day it came out, and about a month and a half ago i dropped it on the ground. the screen shattered, and i didn't have insurance. at the time the sprint guy said it wasn't a big deal, because the cost for repair was about the same either way. i paid about $130 and it was fixed half an hour later.
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Did you ask them what kind of warranty they provided with the repair?
No, I didn't (and still don't) think it mattered. If I break something, like I did, I expect to pay for it or have insurance cover it. Since I didn't have insurance, I was okay with paying. While I don't expect a repair to last forever, I think it is reasonable to expect the phone be repaired to like-new condition or with a new screen. Then, if I use the phone normally, with or without insurance, I expect the phone to function normally for at least the length of the contract.
Expectations and reality are two different things. Why don't you call the store and ask them how long they warranty their repairs and go from there.
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I don't know what this guy is talking about! First with how much this phone cost why wouldn't you have insurance on it! It only equals 85 bucks for the year way less then the price of a new or used phone even with the 100 you have to pay to get a replacement your still making out good! I jumped in the pool with my phone and even though it still worked I got a replacement for a 100 no hassles! And my screen went hay wire on the replacement and when they couldn't repair it I got another one for free! I dropped my phone and damage the front facing camera took it to the Sprint store and got it fixed for free! So stop being cheap and get insurance
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I am already getting a replacement phone for free, without insurance, if you read the entire thread.
As far as "being cheap" and "just getting insurance" you are citing two incidents where you caused damage to your phone. I agree that you or I should be expected to have insurance to cover damage to our phones that we cause. I am talking about a screen defect (I didn't drop my phone a second time and crack the screen a second time - the screen stopped accepting touch input in a huge area). people should expect more from electronics manufacturers and the phone companies that essentially work with them by accepting and promoting new phones. Electronics used to last, even when they had moving parts. Now we have a generation of people who are fine with devices that frequently go bad and having insurance to cover it. It seems to me Sprint and HTC are the cheap ones, pumping out thousands of the next "iphone killer" with poor batteries, screens, usb ports, etc.
The "issue" you are having with Sprint is that they no longer cover in warranty repairs at no cost. The phone comes with a 1yr warranty thru HTC. If you would like free in warranty repairs call HTC. Good luck with that one by the way. Normally you are responsible for shipping the device to the manufacture and you would be obviously without your phone for the duration of the repair. The manufacture usually inspects the phone much more closely as well. When I worked at another carrier we used to receive photos of corrosion internally of equipment that they determined was not repairable. Even though the external indicators showed no such damage.
If you have TEP $7/month you would receive replacement equipment for in warranty repairs if it can not be repaired by an in store technician. TEP covers all manufacture warranty and non-warranty items in house. If it is board level damage, water damage, lost stolen, or broken beyond repair it will be replaced by asurion for the $100 deductible.
Any warrantied item without insurance will cost $35 for sprint provided repairs. Exception being software updates. If the phone is out of warranty all repairs, software updates, etc will cost $35.
The incident when my phone went on the fritz and was doing the same screen things yours was I got a replacement free of charge!
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My "issue" is also that sprint was providing in warranty repairs for one year when I bought this phone. Now they're trying to change that and then saying "oh just get insurance because its a good idea and would cover this." No. I'm getting a free replacement which is what I deserve. There is another thread that explains this change in policy.
bnick007 said:
The "issue" you are having with Sprint is that they no longer cover in warranty repairs at no cost. The phone comes with a 1yr warranty thru HTC. If you would like free in warranty repairs call HTC. Good luck with that one by the way. Normally you are responsible for shipping the device to the manufacture and you would be obviously without your phone for the duration of the repair. The manufacture usually inspects the phone much more closely as well. When I worked at another carrier we used to receive photos of corrosion internally of equipment that they determined was not repairable. Even though the external indicators showed no such damage.
If you have TEP $7/month you would receive replacement equipment for in warranty repairs if it can not be repaired by an in store technician. TEP covers all manufacture warranty and non-warranty items in house. If it is board level damage, water damage, lost stolen, or broken beyond repair it will be replaced by asurion for the $100 deductible.
Any warrantied item without insurance will cost $35 for sprint provided repairs. Exception being software updates. If the phone is out of warranty all repairs, software updates, etc will cost $35.
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That's a good explanation of what changed. It actually used to be like this way back in the day wth Nextel before the merger - you could get a warranty replacement for free, or you could pay $35 for the convenience of walking into the store and picking it up the same day. I'm not sure when it changed to free warranty repairs but you have to pay more for out of warranty repairs (first it was $35 or $55, depending on what's wrong, then later $99 for dumbphones and $119 for smartphones), but now it's essentially back to how it was to begin with.
Overall, It's probably a better value, and you're probably still better off without insurance. Think about it this way - suppose you keep a phone for 2 years, and it breaks once a year - once under warranty and once out of warranty. With the new plan, that's a total cost of $70 ($35 + $35). With the old plan, the first repair would be covered and the second wouldn't. so that'd be $119. Now obviously, that's a hypothetical, you probably don't need to get it repaired that often. but personally, I find that I generally don't need any repairs until I've owned it for a year or so anyway. So it's better for my purposes, although others might disagree.
Regarding TEP - in the long run you're not saving money unless your phone is lost or stolen, and even then you're out $100 for the deductible. Suppose you're phone is stolen once in the same hypothetical 2 yr period (since after 2 yrs you could get a discounted upgrade): You'll save $449.99 on a new phone at MSRP, but you will have paid $268 in premiums and the deductible. If your phone isn't stolen / water damaged / completely destroyed, you're out $168. I don't know about you, but in the last 11 yrs that I've owned cell phones, I've never had that happen - I've needed repairs, but have never been in a situation when I'd need to place an insurance claim. And the $35 you'll save on a repair with tep is only 5 months' premium - surely nobody needs a repair every 5 months!
The bottom line is that all insurance is a losing proposition in the long run - if it weren't likely that you'd pay more in premiums than you get in claims, insurance companies wouldn't make any money. Personally, i only insure those things that I absolutely can't afford to replace out of pocket - my car, house, health life, etc.
Anyhow, sorry to go on like that, but it's just a topic that's been bouncing around in my head recently.
(and a bit of fair disclosure, I'm a Sprint Nextel employee, but what I write here is purely my personal opinion)
Raheem387 said:
The incident when my phone went on the fritz and was doing the same screen things yours was I got a replacement free of charge!
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Good deal
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Good luck, I have to wonder though if the fight, frustration and possible disappointment is really worth it.
I purchased a used Evo on Craigslist and it has a white "B-spot" on the screen. The phone is about 8months old. I'm wondering if I can get it fixed under warranty at Sprint or from HTC as a second owner. Any help is appreciated.
I think you have to be original owner for them to even look at it. And from what I hear, Sprint has become anal about what they consider to replace a phone these days.
I could be wrong though. I'm sure someone will chime in.
I had the same thing on my Evo, but I was the original owner of it. I tried a local Sprint repair store (not a corporate store, just a Sprint partner store) and they said that was a cosmetic thing and they couldn't repair it, which is BS. It's a defective screen. I tried arguing with them but they wouldn't budge. I then called Sprint technical support. They said they could send me a refurb phone but I didn't want to do that because I paid full price for my brand new phone and I just wanted it fixed, not replaced (and I also have it rooted and didn't want to go through the unroot and root process over again lol.) I finally found another Sprint repair store further away from me and they replaced it with a brand new screen, no questions asked. I even had the hairline crack close to the power button and they replaced the whole outer case as well.
According to the tech that did the repairs for me, they have a lot of discretion when it comes to the repair of phones, and the other repair store didn't want to replace it for fear of getting in trouble with Sprint and/or HTC for doing the repair.
yeaaa said:
I purchased a used Evo on Craigslist and it has a white "B-spot" on the screen. The phone is about 8months old. I'm wondering if I can get it fixed under warranty at Sprint or from HTC as a second owner. Any help is appreciated.
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You will have warranty from HTC directly. Their warranty requires you to ship the phone to them, wait 1-2 weeks, and get the phone back.
Sprint handles warranty issues at their discretion and can charge $35 for the repair.
My phone stopped working on my network (Rogers) on December 22nd. Got it off of Kijiji. Called Google who told me to call Huawei who told me to send my phone to a service center. Service center returned my phone without repair because I did not have original proof of purchase.
I now have a 700$ paperweight. I've had my phones repaired by Samsung various times and they never once asked me for a receipt.
Any idea how I can get my phone RMA?
So was the phone used when you bought it? If so, that would be a bummer regarding the warranty. But I can understand their stance, too. Most of the time, the warranty only applies to the original buyer of the product when it was new.
Have you tried a factory reset?
Of course. Still no dice.
So yeah. The phone was blacklisted. That's why it just stopped working. I guess providers don't share the list. That's why it works on Telus.
Interesting I would expect them to share thier black list,
here they do, you check on the website to see if the phone has been blacklisted before you purchase, and warranty transfers with 2nd hand sale,
You may need to find out why its blacklisted, stolen or canceled contract,
I take it you were not given a receipt
My Verizon 10 has formed a yellow band on the right side of the screen. I would like to send it in for repair, but I bought the phone second hand and am not using it on the verizon network.
1) Would Verizon accept my warranty claim without a receipt or VZW account?
2) Would HTC repair it under warranty as if I bought it from them?
3) if the answer to 2) is no, would HTC repair it at a cost, and does anyone know how much a screen replacement costs?
Getting in touch with the original owner is not possible either. Any help would be appreciated!
Update: Just finished speaking with htc, they will accept my warranty claim directly! Hope they don't surprise me with a cost quote now!
Verizon won't do anything for you. The only way they would is if you are the original purchaser, in which case they will replace the device if it's within the manufacturer's 1 year warranty. HTC *might* do something for you, but I'm not too knowledgeable on their warranty policy. There's a good chance they will restrict warranty service to the original purchaser, or tell you that since it's a Verizon phone, you'll have to go through them. HTC does offer a one-time "uh-oh" protection, but that's limited to people who purchased their phone through HTC.com.
You can try it yourself, the digitizer runs around $70 on eBay, but it isn't a simple repair. Otherwise, most screen repair services charge in the $150-$200 range.
Here's the HTC warranty information. It looks like you'll want to have the phone 100% stock with locked bootloader and s-on. http://dl4.htc.com/Web_materials/Ma...evA.PDF?_ga=1.178459428.1435750642.1485623721
From the Warranty disclosure:
"A copy of the original invoice, receipt or bill of sale for the purchase of the Product or Accessory. You
must present a valid proof of purchase upon making any claims pursuant to this Limited Warranty. If no valid proof of purchase is supplied and the Product or Accessory was manufactured more than fifteen (15) months prior to the date the claim is made, HTC has no obligation to provide support under the Limited Warranty."
pastorbennett said:
Verizon won't do anything for you. The only way they would is if you are the original purchaser, in which case they will replace the device if it's within the manufacturer's 1 year warranty. HTC *might* do something for you, but I'm not too knowledgeable on their warranty policy. There's a good chance they will restrict warranty service to the original purchaser, or tell you that since it's a Verizon phone, you'll have to go through them. HTC does offer a one-time "uh-oh" protection, but that's limited to people who purchased their phone through HTC.com.
You can try it yourself, the digitizer runs around $70 on eBay, but it isn't a simple repair. Otherwise, most screen repair services charge in the $150-$200 range.
Here's the HTC warranty information. It looks like you'll want to have the phone 100% stock with locked bootloader and s-on. http://dl4.htc.com/Web_materials/Ma...evA.PDF?_ga=1.178459428.1435750642.1485623721
From the Warranty disclosure:
"A copy of the original invoice, receipt or bill of sale for the purchase of the Product or Accessory. You
must present a valid proof of purchase upon making any claims pursuant to this Limited Warranty. If no valid proof of purchase is supplied and the Product or Accessory was manufactured more than fifteen (15) months prior to the date the claim is made, HTC has no obligation to provide support under the Limited Warranty."
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Thanks, everything that you said is about what I was expecting myself. But htc surprised me by accepting it as an in-warranty claim. We'll see how it goes.
Tarima said:
Thanks, everything that you said is about what I was expecting myself. But htc surprised me by accepting it as an in-warranty claim. We'll see how it goes.
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That's good to hear. I'd wager it's because the date of manufacture is well within the 12 months, since I don't think the HTC 10 has even been out a year. It says a lot about a company that they're honoring their warranty when, technically, the don't have to.
That's awesome and it definitely says a lot about what type of company HTC is. They have been my go to for years and I'm so happy to continue backing them when they make business decisions like these.
LakesideWiseman said:
That's awesome and it definitely says a lot about what type of company HTC is. They have been my go to for years and I'm so happy to continue backing them when they make business decisions like these.
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True, I was also impressed when I had my m7 and they offered to fix my purple-tinted camera for free way after the warranty was over (I didn't go for it because they said I would absolutely have to pay to fix my screen at the same time even though I didn't want to). But I've also heard bad things about their customer service (for example at the launch of the 10). This is my first time dealing with a warranty claim with HTC so I'll cross my fingers it goes well.
Update for anyone in a similar situation: HTC replaced the screen and shipped the phone back to me from Texas to Montreal, Canada overnight at no charge. The whole process including my own shipping took only 8 days, pretty impressive. And not a single dent/scratch or other trace of the repair. Very impressed with this service.
Only downside is having to pay 40$ shipping with insurance for a faulty device, but considering I didn't have a receipt I won't complain too much here!