Related
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
Click to expand...
Click to collapse
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?
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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?
Click to expand...
Click to collapse
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.
Sent from my PC36100 using XDA App
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.
Click to expand...
Click to collapse
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.
I've been having issues with my charging port for some time now. I've had intermittent issues where the port would not charge and then today, it finally broke off apparently. The Sprint corporate store said they could not fix it and to call Asurion. I'm sure I have the same issue a lot of Evo users have had in that I'm sure they are going to want to charge me the $100 deductible.
How can they call this physical damage to the phone? Plugging it in is a normal activity and there are plenty of documented cases of the charge port coming loose or breaking.
All I want is for Sprint to replace my Evo so I can be on my way. I'm having nothing but bad luck in my endeavor. Has anybody successfully gotten Sprint to replace their phone without going through Asurion? What did you do or say?
I have the same issue. Your phone is probably covered under manufacturer warranty still. Contact HTC. Takes two weeks.
I haven't sent mine in yet. I purchased a battery charger and spare batteries until I figure out how to live with my phone.
Good luck!
Sent from my PC36100 using XDA App
hgelpke said:
I've been having issues with my charging port for some time now. I've had intermittent issues where the port would not charge and then today, it finally broke off apparently. The Sprint corporate store said they could not fix it and to call Asurion. I'm sure I have the same issue a lot of Evo users have had in that I'm sure they are going to want to charge me the $100 deductible.
How can they call this physical damage to the phone? Plugging it in is a normal activity and there are plenty of documented cases of the charge port coming loose or breaking.
All I want is for Sprint to replace my Evo so I can be on my way. I'm having nothing but bad luck in my endeavor. Has anybody successfully gotten Sprint to replace their phone without going through Asurion? What did you do or say?
Click to expand...
Click to collapse
I've heard of Sprint doing that, claiming it's 'physical damage' and and that they refuse to fix it. Asurion, if you have it, is actually quick, you'll have your phone in a day or two. However, you get dinged with the $100 deductible. If you are unsuccessful at getting Sprint to replace it, I gaurantee you that you could find an electronics repair place and have them re-solder the charging port. Supposedly, for someone who knows how to do that type of thing, it's a simple and quick task to do. I'm sure it would be far less than 100 bucks to have it re-soldered. Also, I was reading a thread about this very topic, where someone who did have a lot of electronics experience, said that the solder joints on the charging port are terrible, and a poor overall design to boot.
I wonder... being that any sort of plugging in of a cable puts stress on that charging port, do you suppose that a charging cradle is better or worse for the phone? I'd guess better.....?
FYI- I had the same exact issue and the Sprint Corporate store replaced it for me no questions asked. I wasn't even able to unroot because the battery died.
Sent from my PC36100 using XDA App
Mine broke also and they gave me a new one. But it couldve been that it was during my first month.
Sent from my PC36100 using XDA Premium App
If you don't have tep sprint doesn't care what happens to your phone...they won't replace it.
cbradberry said:
FYI- I had the same exact issue and the Sprint Corporate store replaced it for me no questions asked. I wasn't even able to unroot because the battery died.
Sent from my PC36100 using XDA App
Click to expand...
Click to collapse
Same deal for me.my charger port broke while rooted.I just took it to a repair store not the corporate one, they looked at it then pulled up my account information then activated an evo they had behind the counter and I walked out, that easy! Sorry your having problems, if I was you I'd try a different store. I used the store in Tavares, Florida so you can look them up to see exactly what type of store they are. Good luck to ya!
easy answer: its physical damage, if something is broken then it is not covered by warranty. doesnt matter how it happened, if its broke you did it. use asurion.
real answer: its a grey area. sometimes these ports do break off, and while yes technically it is not covered by warranty or esrp, generally if the phone shows no other signs of physical damage a tech will replace the phone for you. keep in mind that the letter of the law states it is not covered though, so if that store choses not to replace it they are properly doing their job. the techs and stores have repair quotas, and exchanging those phones does cost sprint a lot of money.
if the port is just lose it would have been fine, but its its completely off the board its considered physical damage because it could have been from normal wear and tear or you could have used a pair of pliers and pulled it out. you can try htc but its gonna take for ever and you still have to pay for the parts.
sprint fixed mine in jan...no 35.00 charge (i dont have insurance) it broke again this past week. The ordered a replacement phone. Will be here monday...no 35.00 charge.
Guess it just depends
I took mine in the day after it started acting up - not rooted. I just took it to the Sprint store closest to me. I have insurance & was past my 30 days. I told the guy, he didn't even ask questions about it. He filed it through Asurion and told me to come back the next day after 2:00. It didn't cost anything. But then again... he was flirting with me, so that could have something to do with it.
I'd just try another store, I think it depends on who you get behind the counter with stuff like this. And if you know any pretty girls that will go for you - try that. I've had 3 EVOs and didn't pay for any of my replacements.
kellybrf said:
easy answer: its physical damage, if something is broken then it is not covered by warranty. doesnt matter how it happened, if its broke you did it. use asurion.
real answer: its a grey area. sometimes these ports do break off, and while yes technically it is not covered by warranty or esrp, generally if the phone shows no other signs of physical damage a tech will replace the phone for you. keep in mind that the letter of the law states it is not covered though, so if that store choses not to replace it they are properly doing their job. the techs and stores have repair quotas, and exchanging those phones does cost sprint a lot of money.
Click to expand...
Click to collapse
Sorry, but I have to call BS on most of this (not what you are saying, but rather Sprint's policy)
These devices have a 1yr manufacturers warranty. Sprint should take the hardware for the customer and swap it with HTC....so it shouldn't be costing Sprint a dime (except for labor, which is payed for already).
And frankly if Sprint doesn't want to be the middleman for manufacturer swaps then they need to stop putting their name on the hardware.
Its the same issue I have with the different Corporate vs Franchise Sprint stores...seriously, if you put a sign saying "Sprint" on your store, then you should be prepared to represent them 100% by offering the same services. Sometimes its like showing up to a McDonalds and being told that only the real locations have fries.
[/rant]
Sent from my device.
I've had my Evo since launch day and my charge port was having the same issues.
Called HTC about the warranty and they said it would not be covered.
Took it to Sprint and they swapped it out for the $35 fee since the device was still under the manufacturer's warranty period. I think some stores know this is a recurring issue with this phone and are not putting up much of a fuss over replacing them.
My advice, keep trying different stores until you find one that does it.
ramiss said:
Sorry, but I have to call BS on most of this (not what you are saying, but rather Sprint's policy)
These devices have a 1yr manufacturers warranty. Sprint should take the hardware for the customer and swap it with HTC....so it shouldn't be costing Sprint a dime (except for labor, which is payed for already).
And frankly if Sprint doesn't want to be the middleman for manufacturer swaps then they need to stop putting their name on the hardware.
Its the same issue I have with the different Corporate vs Franchise Sprint stores...seriously, if you put a sign saying "Sprint" on your store, then you should be prepared to represent them 100% by offering the same services. Sometimes its like showing up to a McDonalds and being told that only the real locations have fries.
[/rant]
Click to expand...
Click to collapse
Exactly!
DEMAND a repair or exchange.
Sent from my device.
Sent from my PC36100 using Tapatalk
Call customer service and ask for Account Services. Tell them your situation, and how this IS a manufacturer defect. Tell them you will cancel your account if they dont do anything about it. They will either send you one, or put a note on your account for the store to replace it.
IF by chance that doesnt work, email [email protected]. That's the Executive Offices, the same people you would talk to if you were to file a complaint with the BBB, only this takes a day to respond, not weeks like the BBB.
fix it yourself
i had this same problem. i took it in a week earlier when the port was just wiggly and the store said they couldnt do anything.
a week later the phone wouldnt charge at all. i take the phone and and the tech takes it
he took the port out of the phone and taped it to the reciept and said that the phone was damaged beyond repair.
i ended up calling sprint form the parking lot and found a sprint person who would setup an invoice to send me a new phone and id mail back the broken one. however the tech at the store refused to take the "damaged beyond repiar" tag off my phone.
after 2 hours on the phone and at the store it ended up getting replaced.
i was massively pissed.
tl;dr: try a different store.
sitlet said:
Call customer service and ask for Account Services. Tell them your situation, and how this IS a manufacturer defect. Tell them you will cancel your account if they dont do anything about it. They will either send you one, or put a note on your account for the store to replace it.
IF by chance that doesnt work, email [email protected]. That's the Executive Offices, the same people you would talk to if you were to file a complaint with the BBB, only this takes a day to respond, not weeks like the BBB.
Click to expand...
Click to collapse
What a bad mentality to have... Account services will do everything in their power to help resolve your issue, however they have no ability whatsoever to send a replacement device, they will need to contact a store or tech support to have your device fixed/exchanged. If they deem the device unrepairable, you will have to use insurance or go through the manu warranty.
DirtyShroomz said:
What a bad mentality to have...
Click to expand...
Click to collapse
Yes I agree, but sometimes it is unfortunately a last resort that works. :/ But to put this all to rest just try another store and keep trying. Its worked for me and countless others. Some people just dont give two $h!ts about anyone or there problems and wont go above and beyond to help.
From what i have read, a broken microusb port on an evo from tripping over it or dropping while charging is common. I have also read that in the past, customers with this problem have been denied repair or replacement by sprint. As of now, the most current instruction given to sprint employees is to give a replacement phone. I am getting my new evo on thursday. similar experiences with sprint support?
My wife and I both had issues with this on our first phones within a couple of months of getting them launch weekend. Sprint acknowledged that it was a problem and promptly replaced them, albeit with refurbished phones.
The refurbishment must have worked, though, since neither of us has had any charging problems since.
[edit]
Well, until today, that is. I think I broke it myself this time, though.
[/edit]
This is what I absolutely hate about sprint, they cannot get their sh1t straight. One store will do it, another wont. Thats ridiculous.
Anyway, the usb port breaking IS a hardware failure, and IS covered under the 1 year warranty. If a sprint store gives you crap about it, call *2 and talk to Account Services, tell them you will cancel your account if they dont fulfill the warranty.
Yeah the insurance only covers software problems like the phone won't even turn on same Thing happened to me it broke Sprint denied me and I had to go to a phone repair shop paying $118 but one time my phone didn't turn on because the heat fried it (summer time) and they replaced it.
Sent from my PC36100 using XDA Premium App
Mine works great, I love it!
Yeah the insurance only covers software problems like the phone won't even turn on
Click to expand...
Click to collapse
No, insurance is for lost, stolen, or broken (by you, i.e. you drop in toilet or run over with a car). Anything else that YOU didn't do to the phone is considered a manufacturer defect, and is covered by the warranty. I hate to say it, but you got screwed, you should have gotten it fixed for free.
I'm having the same issue right now. I've had my phone for 10 months and the USB port went defective a few weeks ago. I have to wiggle the cord around to get it to charge and sometimes it will and sometimes it won't.
I'm trying to get my phone back to stock because i used Simple Root v.1 when it came out last year.
This thread says i can just flash a stock signed rom, but my phone says "S-off" even though i never used unREVoked forever. Do i just flash the rom anyway?
My first Evo had the same problem within the the first 4 months. I purchased it and launch and found out that it was a hardware defect but could not go through all the hastle of getting it fixed. I would have been phone-less for too long so I ended up paying 35 to the local repair spore and got a new phone. I have yet to run into the same problem with the replacement phone. I wonder if I could get the 35 refunded to me because I do have chat logs where representatives said it was a defect.
Sent from my PC36100 using XDA App
My first launch day EVO broke 2 months in. One sprint store told me I would have to call the insurance and so I went to another sprint store and for $35 got a replacment.
No consistency!!
Well when I asked sprint if they could fix it they said damages like that would be through your one year warranty with HTC and would have to pay deductible.
Sent from my PC36100 using XDA Premium App
You need to run a ruu my guess is your rooting process installed the ENG bootloader and that is why it still says s-off
Sent from my PC36100 using XDA App
It depends on how the charging port is detached from the board. If the solder joints are left intact, it's a manufacturer defect and is actually a known issue in the Sprint system.
If the solder joints are damaged or "torn", then it's customer abuse and an insurance claim will have to be filed.
Would the loud speaker being muffled be considered a defect? I have a speaker problem and charger problem. Sprint was telling me $39 to fix it, which sadly is cheaper than I can do it since you have to buy about 6 speakers online
Sent from my PC36100 using XDA App
Steve325 said:
Would the loud speaker being muffled be considered a defect? I have a speaker problem and charger problem. Sprint was telling me $39 to fix it, which sadly is cheaper than I can do it since you have to buy about 6 speakers online
Sent from my PC36100 using XDA App
Click to expand...
Click to collapse
anyone have any ideas? I was going to try another sprint store tomorrow. If I brought it in, should I unroot it first?
Steve325 said:
anyone have any ideas? I was going to try another sprint store tomorrow. If I brought it in, should I unroot it first?
Click to expand...
Click to collapse
Definitely unroot it. Lady at my local Sprint store got all uppity with me because she saw CM7 on mine. x_x
I went in with mine rooted and all. The guy actually was pretty into the phone being rooted lol. Asked me what time I was using etc. Charge port was broken, ordered me a new (refurbished) phone, sent me on my way lol.
Sent from my PC36100 using XDA Premium App
I believe I posted this in another thread, but can't remember.
It depends on how the port is damaged. If it just pulls completely loose from the board, solder joints intact, then it's a known issue. Replacement will be given through S&R.
If the solder joints are broken or the charging pins are bent, it's considered customer abuse and an insurance claim will have to be filed.
The ports cannot be replaced in a service center. I work in an ASC & the service centers do not solder anything back on to the board so replacement is the only option.
I went into sprint last week because my charging port broke and I couldn't charge my phone. To my surprise they said that it's not a defect or hardware problem and that I would have to claim it on my ins and pay the $100. Well with the 3D coming out soon and me being such a tight A*% with my money, that $100 wasn't going to cut it. So I figured out a way to get a New Refurb phone from Sprint for only $45.
Here's what I did
I called around to some local cell phone repair places here in DFW area. I found this shop in Fort Worth that would replace it for $45. I took it in to get repaired and was told that when the charger port broke it pulled the sync strip off the board. Which means my phone will charge now just fine but I won't be able to sync it up with my pc again. Noway i could live with that.
I know enough about the evo and the hardware to know that the mic is soldered onto the board and that it cannot just be replaced at the Sprint store. Sooooo! I bet you know where I'm going with this? Your right!! I blew out my mic on purpose. How I did this is very easy and truly undetectable. All I did was blow air from my air compressor in the mic hole, maybe 5-10secs. I then opened the voice recorder to make sure it was out,It was.
I took it back to Sprint and told them my mic wasn't working. he said that's a real common problem with Evos. he began to tell me that they repair it and give them 10 mins. I knew they couldn't do it on site. 5 mins later he comes from the back and tells me that the mic was soldered on the board and they have to replace it, which I knew. 2days later Sprint text me and I picked up my new evo for $45.
The bad thing is that you'll have to use your blue tooth or headphones to make calls until the new phone comes in.
we shall not discuss insurance fraud here
cracker0309 said:
I went into sprint last week because my charging port broke and I couldn't charge my phone. To my surprise they said that it's not a defect or hardware problem and that I would have to claim it on my ins and pay the $100. Well with the 3D coming out soon and me being such a tight A*% with my money, that $100 wasn't going to cut it. So I figured out a way to get a New Refurb phone from Sprint for only $45.
Here's what I did
I called around to some local cell phone repair places here in DFW area. I found this shop in Fort Worth that would replace it for $45. I took it in to get repaired and was told that when the charger port broke it pulled the sync strip off the board. Which means my phone will charge now just fine but I won't be able to sync it up with my pc again. Noway i could live with that.
I know enough about the evo and the hardware to know that the mic is soldered onto the board and that it cannot just be replaced at the Sprint store. Sooooo! I bet you know where I'm going with this? Your right!! I blew out my mic on purpose. How I did this is very easy and truly undetectable. All I did was blow air from my air compressor in the mic hole, maybe 5-10secs. I then opened the voice recorder to make sure it was out,It was.
I took it back to Sprint and told them my mic wasn't working. he said that's a real common problem with Evos. he began to tell me that they repair it and give them 10 mins. I knew they couldn't do it on site. 5 mins later he comes from the back and tells me that the mic was soldered on the board and they have to replace it, which I knew. 2days later Sprint text me and I picked up my new evo for $45.
The bad thing is that you'll have to use your blue tooth or headphones to make calls until the new phone comes in.
Click to expand...
Click to collapse
NICE!!!!!!!!!!!!!!!!!!!!!!!!!!!!
instead of being a dipster like the OP let me give you all some actual advice.
First my Background
X-Corporate sprint employee
Close ties with management, techs, and sales reps at retail locations.
Charging port failure on the EVO 4G is a known issue, there the corporate store should know this, if for some reason they are stupid, which can and will happen, politely inform them of this, if your not getting anywhere with the rep, politely ask to speak with management to look into this.
if your charging port is broken due to normal use, and not you plugging it in and swinging it around your head like a lasso, you will be covered, even without T.E.P. insurance plan (and unless they changed policy its covered even after the 1 year warranty on the phone)
As a cautionary note, if you bring your phone in to a corporate store, and they take your phone to the techs, and see your phone is damaged beyond repair, it will be flagged and notated in the system as such, and even if you go out and do some crazy stuff like this guy, and bring it back, they will Pull up your device in E-Ticket and see that its DBR and will not fix it anyway.
So guys, if you have this issue, do the smart thing, and handle the issue politely as you cannot expect every rep to know everything.
I wasn't asked for any of my info from Sprint to flag. I was just asked what the problem was and then it was taken to the back. The TECH not REP was the one that came and spoke to me and explained to me what the problem was. He stated himself that he thinks the ports should be covered due to the fact it does happen so often and that the port isn't connected securly enough to the board with the proper temp grade solder.
Is what I did morally right? NO!! But Sprint and other cell phone companies screw over the consumer everyday, but that's ok! So when the consumer finally gets over on the corporation its sooooo BAD!!
In no way is this ins fraud because Asurion was never involved. This was under hardware warranty and being my phone was bought in Jan I really don't think me or anyone else should have to fork out more money for something that's only 5 months old.
2 wrongs dont make a right, and they don't need to ask you for any info other than to just scan your phone.
and I never said that it happened to you, I said it could and properly should happen.
not to mention the solution to the problem was so easy, you just were to lazy or inept to handle it properly.
also, yes, it was still fraud
and now the phone may get refurbed without the original problem being addressed.
If the charging port is pulled clean from the board, solder joints intact, then it's covered under the known issue.
If the solder joints are broken and circuit board is peeled, it's damaged beyond repair.
Unfortunately in our store right now we have no RECON phones so we are swapping with new in box since they are also backordered...mildly frustrating!
Ur story is awesome. I think the 116 dollars a year should be the deductible. I know there are always people that take advantage of the system. I have done it before but I also thinks it sucks for the real problems we get screwed out of with deductibles on top of monthly premium charges.
They should consider your premium as the deductible unless its more than once a year. I can understand water damage or lost/stolen. I just don't think physical problems should be cause for deductible.
Sent from my PC36100 using XDA App
Sunsparc said:
If the charging port is pulled clean from the board, solder joints intact, then it's covered under the known issue.
If the solder joints are broken and circuit board is peeled, it's damaged beyond repair.
Click to expand...
Click to collapse
+1
The "damaged beyond repair" can be argued as long as there's no obvious signs of abuse and if cust. service gets involved, we both know that we're ordering a replacement for the customer.
Nice!
Sent from my PC36100 using XDA App
They replaced mine for same problem for free. U were just getting dicked around and in turn u went to make trouble for no reason. You did fraud and wasted ur time and money.
Sent from my PC36100 using XDA App
For fun I recently repaired an Evo 4g that had it's USB port violently removed / peeled away. Definitely not worth the time, but it was a fun after-work project!
http://forum.xda-developers.com/showthread.php?t=1110886
Great fraud
Sent from my PC36100 using XDA App
Who cares, insurance fraud or not. It's not insurance fraud if you not playing $7/mo for insurance in the first place. They should have just fixed it the first time he was in the store. Most of the people (techs) I've dealt with in the Sprint stores are complete idiots that won't even read Sprint's policies on Sprint.com. :|
I can tell you the store I worked at, all of our techs had 4+ years experience, knew everything, and made sure we knew what we needed to know as well.
http://dictionary.reference.com/browse/fraud
yes its still fraud.
Alanmw86 said:
I can tell you the store I worked at, all of our techs had 4+ years experience, knew everything, and made sure we knew what we needed to know as well.
http://dictionary.reference.com/browse/fraud
yes its still fraud.
Click to expand...
Click to collapse
HA ha ha
Sent from my PC36100 using XDA App
Sprint EVO Replacement
I have been a customer of Sprint 12+ years and my experience with repair/replace of devices seems pretty typical. Some repair centers have treated me fine and one other consistently work at screwing me over. As with all new devices, there are manufacturer issues which have nothing to do with the user (bad screens, charging ports, non-functioning buttons etc.). As a corporate customer I always had a rep that would take care of an issue even if the local operation couldn't/wouldn't. I have not abused their staff nor have I abused my equipment in any way, I still have a perfect functioning Samsung i300, PPC6600 and Touch (Don't ask why I keep them around, I don't know). Each one of these needed some repair over the 2+ years I had them activated. Sprint has had many repairs centers around Metro Atlanta over the years, closing or consolidating and re-opening them from time to time. It has been my experience that you have to avoid some repair centers, those that take your device out back and come back to you withing 10 minutes with the "Wet" battery story - I have never had any of my devices ever get water or moisture on them except one and I willingly paid the deductible for that one. Recently I had the not charging issue on my EVO purchased June 4, 2010, 9+ months. Because I had to take it to the local/nearest repair center which I had problems with in the past I was apprehensive but confident I had done nothing wrong or abused the device. The tech took it out back, came back 45 minutes later and informed me that I had abused the charging port on the device and that it had come unsolder-ed and would have to go through Assurance to replace it, to which I asked her to show me. I insisted that was a defect as opposed to abuse and got nowhere. It took some insistence that I believed I should not have to pay ANY deductible. She ask her superior and was granted a one time exception to their policy to replace my (Abused, according to her) device. I have since then gone to what was my local Sprint store with my son for a new phone. This store, near our mall had closed and the independent repair center a half mile away had taken over the Sprint space. I recognized an employee who had previously worked in that store for Sprint and we stuck up the conversation about my recent repair and the trouble I had. He informed me that Sprint was well aware of the charging port issue and if I had brought it there there wouldn't have been any problem replacing it at all. He checked my device and discovered that the battery had become over heated and swollen, most likely due to the charging port problems. He ordered a new one at no charge as Sprint was aware of this also.
Moral of the story, sometimes you may have drive to a different repair center or take unscrupulous measures or insistence to get a problem resolved with big companies who aren't able or willing to do the right thing on their own, Sprint being no exception.
This charging port issue, which mine phone has, is another reason I'm leery about getting another HTC phone. I think the quality of their phones is highly overrated.
Everyone keeps saying that the broken charger port is a known issue with Sprint, but I recently did not have any success from this angle.
I took my phone to a local Sprint repair store and the tech opened the phone and said my charger port had came off the motherboard. It looked like a clean solder break to me, and he said he wasn't allowed to fix it and it wasn't covered.
I then called customer service and they also said it would not be covered by warranty. I mentioned that this is supposed to be a known issue with HTC EVOs and they said it wasn't. I spoke with her supervisor, and she also insisted that it was not a known issue. I then spoke with another supervisor who insisted this wasn't a known issue.
Is there something that I'm doing wrong? How can I get them to acknowledge this?
Hi guys. I have posted before about my faulty Galaxy Note in a few threads, but today i was in a shock when the employee of the eshop i bought my Note from informed me that my Note not only has bad hardware but that Samsung refuses to replace faulty devices and only offers to repair them.
The employee told me that the technician diagnosed a motherboard problem(i don't know how else to translate it) and it won't even recharge.
It stands to reason that repairs should cost more than a new note.
Do you think that Samsung will replace my phone?
Also do you find this policy of Samsung wrong or what?
I believe it's appalling, and i am not going to buy another Samsung phone or other product from such an irresponsible company ever again.
Anyway, has anyone have experience with this sort of thing? If yes can you recommend how i should play my cards? Thanks in advance
Android 4.9 Marshmallow said:
Hi guys. I have posted before about my faulty Galaxy Note in a few threads, but today i was in a shock when the employee of the eshop i bought my Note from informed me that my Note not only has bad hardware but that Samsung refuses to replace faulty devices and only offers to repair them.
The employee told me that the technician diagnosed a motherboard problem(i don't know how else to translate it) and it won't even recharge.
It stands to reason that repairs should cost more than a new note.
Do you think that Samsung will replace my phone?
Also do you find this policy of Samsung wrong or what?
I believe it's appalling, and i am not going to buy another Samsung phone or other product from such an irresponsible company ever again.
Anyway, has anyone have experience with this sort of thing? If yes can you recommend how i should play my cards? Thanks in advance
Click to expand...
Click to collapse
Well its quite a common thing in service center... the so called "engineers" will not make a replacement for ur faulty phone when they see deem fit that its repairable...
Sent from my GT-N7000 using xda premium
Its a motherboard replacement, so no it does not cost more than the entire phone. It seems like you "want" a new phone due to the problem more than actually getting the problem resolved. I doubt samsung would utilize an effort in repair that would be more costly to them than replacing the phone itself. I personally don't think their methods are wrong and I love my Samsung products, I do however understand they are assembly line products and some will have defects, we get them fixed and move on.
joshua said:
Well its quite a common thing in service center... the so called "engineers" will not make a replacement for ur faulty phone when they see deem fit that its repairable...
Sent from my GT-N7000 using xda premium
Click to expand...
Click to collapse
Are you suggesting that there can be gained some kind of profit from me(other that transporting expenses to the couriers)? No that's not the case if that is what you are implying; my guarantee makes all repair costs free.
So how would they gain from me?
I find it quite normal that they only replace what needs to be...
When your car has a faulty wheel, do you ask the whole car to be replaced?
Bingoig11 said:
I find it quite normal that they only replace what needs to be...
When your car has a faulty wheel, do you ask the whole car to be replaced?
Click to expand...
Click to collapse
probably yes, if its bought for less than a week.
skillz9669 said:
Its a motherboard replacement, so no it does not cost more than the entire phone. It seems like you "want" a new phone due to the problem more than actually getting the problem resolved. I doubt samsung would utilize an effort in repair that would be more costly to them than replacing the phone itself. I personally don't think their methods are wrong and I love my Samsung products, I do however understand they are assembly line products and some will have defects, we get them fixed and move on.
Click to expand...
Click to collapse
I sent the phone twice to them and they returned it to me still malfunctioning. No i don't want a new phone more than mine fixed, i have just lost faith that my phone can ever be fixed, and that's why i want a new phone.
From what i've been told on this site it is supposed to be a very stable phone. I have been excited and then frustrated a lot with that phone and it has affected my mood on numerous occasions.
I think i am entitled to some anger against the company for not doing their job right.
I can understand assembly line defects but i don't understand indifference.
It seems like the whole business operates on an automatic assembly line and that frustrates me when i can't have a responsible company representative to solve my problem easily, quickly and effectively.
The only representatives i could reach on the phone were samsung calling center employees and they were vague as vague can be. They of course delegated the problem as much as they could.
I tell you friend, that's no way a responsible company acts. I will not be providing income to them anymore as a consequence of this behavior.
musashiro said:
probably yes, if its bought for less than a week.
Click to expand...
Click to collapse
You wont get one though..You'll get a new wheel
It doesn't even make sense to me that someone would expect a new car if the wheel failed..Even if it was a mile from the lot you bought it from.
Android 4.9 Marshmallow said:
I sent the phone twice to them and they returned it to me still malfunctioning. No i don't want a new phone more than mine fixed, i have just lost faith that my phone can ever be fixed, and that's why i want a new phone.
From what i've been told on this site it is supposed to be a very stable phone. I have been excited and then frustrated a lot with that phone and it has affected my mood on numerous occasions.
I think i am entitled to some anger against the company for not doing their job right.
I can understand assembly line defects but i don't understand indifference.
It seems like the whole business operates on an automatic assembly line and that frustrates me when i can't have a responsible company representative to solve my problem easily, quickly and effectively.
The only representatives i could reach on the phone were samsung calling center employees and they were vague as vague can be. They of course delegated the problem as much as they could.
I tell you friend, that's no way a responsible company acts. I will not be providing income to them anymore as a consequence of this behavior.
Click to expand...
Click to collapse
Who is fixing it Samsung or some shop that fixes them for warranty? Sounds like whoever is fixing your phone is dropping the ball and doesnt know what they are doing.
I'm not sure what other manufacturor will do things different? They are all basically the same or worse.
"I sent the phone twice to them and they returned it to me still malfunctioning. No i don't want a new phone more than mine fixed, i have just lost faith that my phone can ever be fixed, and that's why i want a new phone."
That line, which was not included in your original post, changed everything. If you have been following their "policy" and have given them multiple attempts to repair your device and now its costing YOU time and effort, that's unacceptable. I assumed you brought it in with an issue, and that was their resolution, seemed fitting. This no longer seems the case, and yes I would demand a replacement phone. Not only will your problem most likely never get fixed but opening the device up and moving internal parts around over and over is not a good thing for the longevity of the phone. So as they say in the courts, I retract my previous statement, tell em to replace the damn thing!
I feel for you dude.... You buy a brand new device expecting it to work, not having to send it back and forth to fix a problem on a brand new product.
But things happen and personally I don't mind getting it fixed if it's guaranteed. At least it's still the one you bought and not a refurbished unit from someone else.
Of course you have the right to be angry. Anyone would after all that you've described.
MrDSL said:
Who is fixing it Samsung or some shop that fixes them for warranty? Sounds like whoever is fixing your phone is dropping the ball and doesnt know what they are doing.
I'm not sure what other manufacturor will do things different? They are all basically the same or worse.
Click to expand...
Click to collapse
I sent it to Samsung. Samsung has a company here in Greece that fixes them. They send it there for repairs. Now they saw the condition my phone was in, and they made a poor diagnosis(In my view it was a hasty/irresponsible diagnosis in order to get rid of me) that it was a faulty battery. They didn't even bother to check my phone if it was ok after they "fixed" it as it turns out.
Now with Samsung that's the problem, they delegate and compartmentalize their company as much as it is required to shift responsibility and make you feel lost and frustrated.
I hate that kind of shadowy situation they have built around themselves so they won't have to admit "yes we don't give a **** about the consumer, we just want to sell", and that's why i decided to not take from them anymore.
+1 on what MrDSL said. Have you bought your device from an official dealer? In Bulgaria we have many small electronic stores where they get devices from eBay or God knows from where, the sell these devices 50-100 bucks cheaper and their warranty is linked to some crappy repair services and not to the official one (or authorized one). Some years ago I got my first smartphone Orange branded from such a shop. I would never do that mistake again.
EDIT: sorry, you were quicker
skillz9669 said:
"I sent the phone twice to them and they returned it to me still malfunctioning. No i don't want a new phone more than mine fixed, i have just lost faith that my phone can ever be fixed, and that's why i want a new phone."
That line, which was not included in your original post, changed everything. If you have been following their "policy" and have given them multiple attempts to repair your device and now its costing YOU time and effort, that's unacceptable. I assumed you brought it in with an issue, and that was their resolution, seemed fitting. This no longer seems the case, and yes I would demand a replacement phone. Not only will your problem most likely never get fixed but opening the device up and moving internal parts around over and over is not a good thing for the longevity of the phone. So as they say in the courts, I retract my previous statement, tell em to replace the damn thing!
Click to expand...
Click to collapse
The employee of the eshop called them today and was firm on replacing the device, the problem is that they were firm themselves about NOT replacing it.
What can i do against a big company like them?
If they decide i don't get another phone what the hell can i do?
drkalo said:
+1 on what MrDSL said. Have you bought your device from an official dealer? In Bulgaria we have many small electronic stores where they get devices from eBay or God knows from where, the sell these devices 50-100 bucks cheaper and their warranty is linked to some crappy repair services and not to the official one (or authorized one). Some years ago I got my first smartphone Orange branded from such a shop. I would never do that mistake again.
EDIT: sorry, you were quicker
Click to expand...
Click to collapse
I bought it from a small electronics online shop here in Greece. They buy the phones from Germany and the guarantee is linked to the German Market. If all else fails i have to take my case there.
But they employee tells me that it's the company's policy(as well as many others besides Apple) that they don't replace devices, end of story.
So again, even though my guarantee is solid, the COMPANY is NOT.
So they will charge you for replacing the mainboard? If samsung has representative office in your country, go there and directly talk with them about your problem. If not i think you're out of luck.
Sent from my GT-N7000 using Tapatalk 2
liltennisdudexx said:
So they will charge you for replacing the mainboard? If samsung has representative office in your country, go there and directly talk with them about your problem. If not i think you're out of luck.
Sent from my GT-N7000 using Tapatalk 2
Click to expand...
Click to collapse
Nobody has made any talk about extra charges, that is covered by the guarantee.
If that was the case i might be convinced to move legally against them.
Its simple, cost of part and installing cheaper then replacement of whole phone then replace part. Logic no?
Sent from my GT-N7000 using Tapatalk 2
This is not a Samsung specific issue all phone manufactures work like this. Next replacing the motherboard is more or less getting a new phone as the phone is roughly motherboard + screen and very little else.
Sent from my GT-N7000 using XDA
It might be different in other countries but i work for Ford in the uk and know alittle about the way guarantees and warranty work my note is on contract with 02 and to date i have had 3 new notes from 02 two because i scratched them and just said there was problems with the software on them. Also you have a 28 day no quibble returns policy in the u.k with electronic things. Also if ya good at blagging you can get anything of big companys i upgraded to a nexus in january and the software went into bootloop before i even had time to root it so i kicked off and this happened twice so ended up kicking off and telling them i wanted a note otherwise i was going to trading standards cos they werent fit for purpose and guess what i got a brand new note 3 months after an upgrade. I was always told shy kids get no sweets so try ya luck
Sent from my GT-N7000 using xda premium
Interesting this .I myself have just taken in my note 3 ( I brought direct from Samsung) which is completely dead into a Samsung approved repair centre. They told me the phone needs to be sent away for a motherboard replacement which will take between 7-10 days. I am a little putout as to the time without my Note but I suppose at least I'll get it back fully functional.
Now last year I took my wife's Iphone into one of there Genius centres with a problem (dead phone again) and guess what we were given a nice new shiny replacement there and then.
They do say you only know how good a manufacture is when you need them most !
Think Samsung may need to up there game.
You pay top dollar or a phone it should come with top dollar service