Database Users

Having Evo Issues? Sprint will exchange!!

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

OTA Update Brick + Bad Customer Experience

This updated bricked my non-rooted, normal, perfectly running no light-leak or battery issue EVO 4G.
To add insult to injury, when I returned the phone to the Sprint store where I got it, I was told that they didn't have any in stock and wouldn't until "Thursday or Friday". In addition, due to what I would consider to be a very minor scratch on the bezel (not on the screen), which they didn't even notice until I pointed it out to them, they would need to charge me a $25 restocking fee. I argued that this was Sprint's problem not mine, I just downloaded an OTA update to fix a bunch of bugs that were in their software. They said it was policy and there was nothing that could be done about it. And if I wanted to exercise my 30-day out, it would be a $50 restocking fee.
After getting home and calling Sprint to complain, I learned that the store I bought the phone at was actually *not* an official store, rather an independent store called "Sprint Store by InMobile" that only *looked* like a real Sprint store. There is honestly no way to tell the difference. I'm new to Sprint, ditched my beloved iPhone for this thing, how am I supposed to know the difference between a real sprint store and one that's just trying to look like one?
I feel like I've been totally duped. So now I have no phone for a week while I wait to pay $25 for a new phone that actually works the way it was advertised.

posting here will do what ? make you feel better ?

hey man. totally feel for ya. i feel front line employees in a lot of corporate stores have a personal vendetta against their customers... they'll use 'rules' to try to piss off anyone that comes across them...
anyways, i would email sprint customer care... they will take care of you in 99% of cases. this is better than calling because there is a higher chance of you getting tier 2 / tier 3 support and you have written documentation of their promises. just explain exactly what happened and those sensible people will hook you up. good luck and let us know what happens.

I didn't know XDA was the new LiveJournal.
Sorry you had such a bad experience.

I'm really sorry to hear about this, randy. I agree with muncheroo. I'd be willing to bet that if you emailed customer service, you'd find someone who was willing to put a $25 credit on your account for your trouble.
Look on the bright side: at least you can hold your phone with your left hand!
(just a little humor to lighten the mood) Hang in there!

Sporkman said:
posting here will do what ? make you feel better ?
Click to expand...
Click to collapse
Posting here will document my problems, potentially alert other members of my issue (and hopefully helping them avoid an issue), and provide some small form of repercussion against Sprint and InMobile for potential new customers.

randymac88 said:
This updated bricked my non-rooted, normal, perfectly running no light-leak or battery issue EVO 4G.
To add insult to injury, when I returned the phone to the Sprint store where I got it, I was told that they didn't have any in stock and wouldn't until "Thursday or Friday". In addition, due to what I would consider to be a very minor scratch on the bezel (not on the screen), which they didn't even notice until I pointed it out to them, they would need to charge me a $25 restocking fee. I argued that this was Sprint's problem not mine, I just downloaded an OTA update to fix a bunch of bugs that were in their software. They said it was policy and there was nothing that could be done about it. And if I wanted to exercise my 30-day out, it would be a $50 restocking fee.
After getting home and calling Sprint to complain, I learned that the store I bought the phone at was actually *not* an official store, rather an independent store called "Sprint Store by InMobile" that only *looked* like a real Sprint store. There is honestly no way to tell the difference. I'm new to Sprint, ditched my beloved iPhone for this thing, how am I supposed to know the difference between a real sprint store and one that's just trying to look like one?
I feel like I've been totally duped. So now I have no phone for a week while I wait to pay $25 for a new phone that actually works the way it was advertised.
Click to expand...
Click to collapse
I agree that the update bricking devices is unacceptable, but You have to wait because the evo is out of stock everywhere. Not the store's fault. Also, why in the world would you want to point out that your phone has a scratch? You're lucky they're even letting you exchange it, the phone is supposed to be in like new, mint condition if it's going to be returned.

Also there is no restocking fee for doing the 30-day return.
http://www.sprint.com/landings/returns/
Just tell the store to suck it. But if you're upset that you have to wait, you're in the same boat with a few people. I am waiting for my local RadioShack to get some so I can swap it out. Nothing can be done about it, the phone is in high demand.

Check your local laws for information on restocking fees. Most states have some type of limit or just outright make them illegal. But places continue to charge them because hey, who reads laws anyway, right? Hah.
That being said, while Sprint does not charge a restocking fee for cancellations/returns, third parties certainly can of their own free will.
Also, from Sprint's 30 day guarantee - "If for any reason you’re not happy and want to cancel service, just call us to deactivate and return to the original place of purchase to return your undamaged phone or mobile broadband card and we’ll:"
Notice the word "undamaged" there. So if Sprint were to review your unit and consider it damaged, that would essentially mean the benefits of the 30-day guarantee would not apply for your phone (and thus, you may be subject to a restocking fee). I don't know how anal Sprint is about that undamaged part, but just a heads up.
In any case, Sprint CS is absolutely wonderful so i would try giving them a call or shooting them an e-mail.

Appreciate the ideas guys, thank you. I told them about the scratch after they said the phone "has to be completely free of any scratches or marks". In my opinion, this is regular wear and tear, it's not like it's got some gash on the side and a broken front panel, and I didn't agree with the rule. If Sprint broke the phone with their dumb update, then Sprint needs to replace the phone. This is their fault, not mine. The scratch caused a small part of the edge to be roughed up, it didn't brick the phone.
Apparently though, the store can charge me the restocking fee because they're not an official sprint store...so, apparently the normal rules don't apply. I still contend it was misleading and really looks like a corporate store.

Good Luck Randymac. You guys being harsh are really being asses. Email Sprint like others have suggested. The only way to get anywhere with their telephone support is to say you want to cancel your account as soon as they answer the phone.

randymac88 said:
Appreciate the ideas guys, thank you. I told them about the scratch after they said the phone "has to be completely free of any scratches or marks". In my opinion, this is regular wear and tear, it's not like it's got some gash on the side and a broken front panel, and I didn't agree with the rule. If Sprint broke the phone with their dumb update, then Sprint needs to replace the phone. This is their fault, not mine. The scratch caused a small part of the edge to be roughed up, it didn't brick the phone.
Apparently though, the store can charge me the restocking fee because they're not an official sprint store...so, apparently the normal rules don't apply. I still contend it was misleading and really looks like a corporate store.
Click to expand...
Click to collapse
Post Pics of the Store and one of its employees Let us make that observation.
All joking aside though. By posting something like this only adds to the Tech. bloggers that reads these forums and add fuel to the already big fire they like to flame to get readers. Sprint nor the store did you wrong. They are out of phones and I am sure they wish there were not as they only make money when phones are in stock. Ask customer service what you can do in the meantime to accommodate your unfortunate situation. Perhaps a temp phone you can use. If the sprint store reseller you purchased it from could let you borrow a phone they have laying around( I am sure they do ). I have had AT&T and TMOBILE accommodate me on that one before.
Good luck and be patient.

Sporkman said:
posting here will do what ? make you feel better ?
Click to expand...
Click to collapse
Why post in the first place?
Being an ass doesn't help.
To the TC, if you had the ability, I would tell them you were leaving and get a Droid X. That's just downright assholish of them.

Well it seems it's sprint's fault. You of course should get a refund of your billing since you bricked due to them.
Here's a quote from
https://twitter.com/unrevoked
@Sprint: If you accidentally apply the #evo4g OTA twice, your phone becomes a brick. We think it's the radio fw update. Plans to fix?

mrmomoman said:
Post Pics of the Store and one of its employees Let us make that observation.
Click to expand...
Click to collapse
I just might post pics to make my point here (I won't really). The outside of the store had only a big Sprint logo and "SPRINT" above the door. The employees wear black polo shirts with a small Sprint logo and the word "SPRINT" above the left breast. Looks real enough for me...
I don't fault Sprint necessarily...I just feel like I got the shaft here. I have to pay $25 for them to fix their problem. Because the store I bought the phone at, despite looking like a Sprint store, and is listed on the Sprint website, actually isn't a real sprint store. But its not a Best Buy, and its not a Radio Shack either. Maybe I should've known, but it just seems a little misleading to me, and because of it I feel wronged.
They have no loaner phones, so I am without a working phone until maybe they get one in at some point. They credited me for the days without, but that's it.

Go to a corporate store that does repairs. Use sprint.com to check this. They may be able to restore your evo.
Sent from my EVO using Tapatalk

I changed mine a week ago because of the screen separation issue, but let me tell you, the phone had mayor scratches in the 4 corners(it went down the very first day) and the girl in Best Buy not even checked it, she only checked the serial number, so i guess i was lucky.
Oh btw, i bougth this time the Black tie protection plan for 6.99 just in case

I changed mine a week ago because of the screen separation issue, but let me tell you, the phone had mayor scratches in the 4 corners(it went down the very first day) and the girl in Best Buy not even checked it, she only checked the serial number, so i guess i was lucky.
Oh btw, i bougth this time the Black tie protection plan for 6.99 just in case

If your phone is broken, you should be able to get it fixed under warranty. It sounds like you are only getting hit with the restocking fee because you are trying to return/exchange it rather than have it repaired.

Go get your phone back. You really should have never taken it back I'd bet for certain people on this site would have helped you and it really wasn't bricked

nothing here move along

deleted , move along

TLTR !!!!!

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

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

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

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

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

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

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

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

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

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

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

new g2 got stolen because of ups's stupidity

I called tmobile a week or so ago and explained my hinge issue. They blew me off so I called corporate. The csr their sent me a new g2. Two days ago ups dropped it infront of my door since I wasn't home. Fast forward to today; I called corp again to ask for a status or at least a tracking number. She told me that it was all ready delivered. And the notes indicate that the dumb ass ups agent just dropped it on my front door n left. She wont be able to send me a new g2 again till some investigation is complete. She mentioned that they will track the serial number of the phone and imei number. If one of my friends or family members have it I will have to pay full price for the device.
Is this true?!?! If some Jack ass I know stole my damn g2 I'm going to have to actually pay for it? What are my rights exactly? Can they really track a phone? If one of my neighbors stole it do I really have to pony up for it?
Thoughts?

first, this incident doesn't surprise me. UPS are worthless scumbags and i personally know many people that have had their **** stolen because of UPS's mess ups like this one. thats why i always have stuff shipped to my work address because there's always someone to take it and sign for it.
second, i don't know about what tmobile said. how would they know if the person that did steal it is your friend? family i can see how that may be possible to determine, but i highly doubt they'll be running background checks and social networking sites on the individual that stole your phone just for the sake of making sure he's not your buddy. i think they said that just to make sure you didn't claim a fake claim just to get another phone out of them, figuring that maybe you'd call later and say oh yeah my buddy picked it up and was holding it for me.

konoplya said:
first, this incident doesn't surprise me. UPS are worthless scumbags and i personally know many people that have had their **** stolen because of UPS's mess ups like this one. thats why i always have stuff shipped to my work address because there's always someone to take it and sign for it.
second, i don't know about what tmobile said. how would they know if the person that did steal it is your friend? family i can see how that may be possible to determine, but i highly doubt they'll be running background checks and social networking sites on the individual that stole your phone just for the sake of making sure he's not your buddy. i think they said that just to make sure you didn't claim a fake claim just to get another phone out of them, figuring that maybe you'd call later and say oh yeah my buddy picked it up and was holding it for me.
Click to expand...
Click to collapse
damn... I should have shipped to my work address.
I hope ur right, a part of me wants to know who the bastard is so I can call the cops. But another part of me doesn't want to dish out the 500 dollars for that bit of info.
I figured they were trying to paint me against a wall. To my knowledge tmobile just can't go out and flip a switch that lets them know all the iemi and serial numbers of the phones on their network.

sheek360 said:
Is this true?!?! If some Jack ass I know stole my damn g2 I'm going to have to actually pay for it? What are my rights exactly? Can they really track a phone? If one of my neighbors stole it do I really have to pony up for it?
Thoughts?
Click to expand...
Click to collapse
Seems logical. Probably a fraud prevention scheme. It was just a few weeks ago that some idiot suggested in a thread (in this subforum) that he could get two devices by lying to T-mo and claiming his package was never delivered. That's fraud of course, and the thread was locked.
If you think your neighbors or your family members may have taken the package in for you, you better check with them before reporting a missing package.
To my knowledge tmobile just can't go out and flip a switch that lets them know all the iemi and serial numbers of the phones on their network.
Click to expand...
Click to collapse
Whenever a phone registers to a cellular network, it has to submit its IMEI and IMSI to the tower. Not only can any cellular carrier know which phones are active on its network at any given time, it can also identify the phone's location at the least to the accuracy of its cell tower density-- even more accurately if using time-delay or signal triangulation.

jashsu said:
Seems logical. Probably a fraud prevention scheme. It was just a few weeks ago that some idiot suggested in a thread (in this subforum) that he could get two devices by lying to T-mo and claiming his package was never delivered. That's fraud of course, and the thread was locked.
If you think your neighbors or your family members may have taken the package in for you, you better check with them before reporting a missing package.
Click to expand...
Click to collapse
I spoke to all of them as soon as I hanged up with tmobile. They haven't seen ups nor were they holding my package for me.

I don't understand why you're liable for anything.
The way I understand it, you have a G2 with a loose hinge. You called TMO and they sent you a replacement G2 which was allegedly stolen from your front porch. Soooo you still have your old G2 and you can send that back to TMO to satisfy your $500 debt.
Of course, that leaves you without a phone. Unfortunately, TMO has nothing to do with this. The only recourse you have with UPS is diligently complaining until they give in, or seeing if there was any insurance purchased on the package. If UPS doesn't budge, you're most likely SOL and would have to find out who stole the phone.
Even easier than sending the package to your work is to make sure that whoever sends the package requires a signature on delivery. That way, you know someone in the house receives the package, or if no one's home, they'll leave a tag on your door and you can pick up the package at the distribution center in person.

I'd also like to point out that if UPS stopped dropping packages off and instead required signature for every package, everyone would ***** to high hell about having to be home all the time or having to go to the distribution center.

Ups will trace the package and will locate it. This happens more often than it should. Its often up to the driver if they get a signature or not. The driver will go out there and try to find it with their gps unit before tmobile will act on it. If it was coming from tmo it should be insured and they ought to send you another after its done if they can't find it.
Sent from my T-Mobile G2 using XDA App

Why haven't you made a police report? I mean, T-Mobile and UPS claim it was delivered. They don't seem to try to help you out. You don't have it. It's apparent someone is lying or someone is depriving you of your tangible property. Sounds like a theft. If the officer doesn't write it up as a theft, at the very least your generating a report. It should state you don't' have it and that you never gave permission for anyone to take it. You have been informed by both T-Mobile and UPS of it being delivered to your door step. Provide both phone numbers to the officer for the report, and also the IMEI number if T-Mobile is willing to give it to you. If not an investigator will be able to get it. It might never turn up and the investigator probably won't look to much into. He'll probably just enter a lost article into the system and attach the IMEI / serial number to it. You just need something for the insurance.
If the supervisors sees the officer turning in a report with all that information on it, it'll be hard for it not to be classified as a theft. The last thing it is lost property. It's not lost, its stolen.
If you do pay insurance on the phone, I can't see why it wouldn't be covered.

I had this same problem years back I was replacing a damaged dash and it was taken off my front porch...i have a ups driver who helped me out. He got me a copy of the record where no one signed for the package and i kept a copy of the sticky saying it was left on my porch....i sent them in to t-mobile and it took a few extra weeks but i did receive that dash i was replacing..

Thanks for the help guys. I called the cops. Since I didn't take delivery it still isn't my property. So they can't write me a report. Tmobile will have to dialled 911 on this one it seems.
Ups customer service was no help either. Supervisor said that it was left on the front door and its not their fault, its tmobiles for not asking for a signature with delivery.
By friday I will know what the end result will be, ill report then with their findings.

sheek360 said:
Ups customer service was no help either. Supervisor said that it was left on the front door and its not their fault, its tmobiles for not asking for a signature with delivery.
Click to expand...
Click to collapse
I was actually pretty paranoid about this, so I asked T-mo if they could mark the package as signature required (preordered from corporate). I was surprised that the sales rep actually had to ask a manager if this was possible, only to say it is not possible and that if there were any problems I should call them. Pretty surprising that they have no qualms about letting a $500 package be delivered without signature confirmation.

My brother works for tmo and is getting phones sent to his house all the time. One time my phone broke so the new one was sent to his address because I'm under his employee plan. I went to his house to pick up the phone and there was a guy sitting in his truck in front of the house on the phone. When he saw me walk to my bros house he looked surprised and asked me if joshua lived there. I don't know anyone by that name so I told him and he left. 10 minutes later ups shows up.
Now this would be a coinsidense but the next time I had a phone sent to my brothers house I got there and the same truck was there but as soon as the guy saw me he hung up the phone and took off. Sure enough ups arrived within 15 minutes. It seems some ups drivers will tell there buddies when a phone is being delivered (as the boxes say tmobile or htc on them) so that as soon as they delivered them to the house (which their trucks are tracked by gps so they HAVE to go to the location) their buddy grabs the box and leaves.
The driver gets to say it was delivered and then the problem lies with the person who ordered the phone. Shady stuff man.
Lesson learned always be there when a phone is being shipped.
Sent from my T-Mobile G2 using XDA App

phantasybm said:
Now this would be a coinsidense but the next time I had a phone sent to my brothers house I got there and the same truck was there but as soon as the guy saw me he hung up the phone and took off. Sure enough ups arrived within 15 minutes. It seems some ups drivers will tell there buddies when a phone is being delivered (as the boxes say tmobile or htc on them) so that as soon as they delivered them to the house (which their trucks are tracked by gps so they HAVE to go to the location) their buddy grabs the box and leaves.
Click to expand...
Click to collapse
Place an order for some gel cases and put some hidden cameras out in front and around your house. Could be fun.

I also like to have stuff delivered to work because I know it will be safe. however, t-mobile said they could only ship it to my home address. when I saw the UPS truck outside, I went out to meet the guy, and he actually asked me for ID. he said, this is a phone so I wanna make sure the right person gets it. I was thankful that he was being conscientious about it. too bad they don't all make that effort.

That sucks. I feel for you.
I recently added my mother to my account and we got her a free, plain jane flip phone. When we ordered it, it said that someone would need to sign for it. Of course my wife and I work so they left the sticky note and I picked it up at the distribution center. When I got the pre ordered, not even released yet, top of the line G2, they just left it on the porch. I don't know, seemed backwards to me.

Damn, sorry man. That really isn't cool. I recently had USPS "lose" my G2 while trying to have it returned. Still haven't heard anything about where it is. Looks like I'll have to file a claim which a lot of people here say USPS claims can take months. I had $500 in insurance, but it's still a pain in the ass. Now I'm not only weary of USPS, but T-Mobile and UPS. T-Mobile would NOT let me return the phone at a store since I pre-ordered. I will never pre-order anything from T-Mobile again.

funkeee said:
The driver will go out there and try to find it with their gps unit before tmobile will act on it.
Click to expand...
Click to collapse
lol what?
stupid 10 char limit

aedv said:
I'd also like to point out that if UPS stopped dropping packages off and instead required signature for every package, everyone would ***** to high hell about having to be home all the time or having to go to the distribution center.
Click to expand...
Click to collapse
FYI the shipper decides if signature confirmation is required (and if so, they pay extra.) Your only recourse is if a signature was required, but they dropped it off anyway. If so, UPS has to prove who signed for the package.
T-Mobile always flags *MY* packages as signature required. I don't see how this wouldn't be a company-wide policy.

To answer the question of how they know if your friends have it, when I worked as a csr I saw a few cases like that. Every phone shipped they have the imei for, if it activates on the system they know the phone number it activated on. If the number that activated it is in your call records the conclusion is that you know the person that has it. That kind of fraud came to my attention once or twice a month so pretty regularly. It sucks that a few dishonest people muck up what should be a simple process.
Sent from my T-Mobile G2 using XDA App

Sprint Repair store (Very Troubling)

I just want to get a bead on what is going on here.
I was window Shopping in the Sprint store this morning & a guy had an OG EVO with a faulty charge port.
Before I go on, note the following:
1.I'm not sure of what insurance plan he had (it could be either TEP+Asu, or just Asurion) so this is where I need your help in clarification. But he definitely has insurance.
2. This particular Sprint Store has the Repair Center.
3. I didn't see a repair tech chime in on the conversation. (Odd as usually the repair techs themselves tell you what can or can't be done. Duties & Policies change so you never know here.)
Click to expand...
Click to collapse
He explained this issue to the floor reps & the floor rep told him that they would have to refer him to Asurion ($100+) & get the phone repaired or possibly replaced that way as he claimed it was physical damage.
This customer was no newb (assuming, sounded like he had a clue & a goal anyway) to how this works & explained that he knew this was a common issue as at least two people he knew of, had that same issue with the charge port failing. He did not mention their experience on getting this issue resolved. He called it a defect & it wasn't from him abusing or dropping the phone, which he happily showed in great condition. (I agreed, silently).
They talked back & forth- in small circles getting to this:
The Floor Rep (who sounded very sure of this) said there was nothing this Sprint store could do, they couldn't fix or get him a new/refurb phone because it was technically still considered physical damage.
This went back & forth for about 10 more minutes & the customer was pissed. (Didn't curse or get childish) but he was disgusted that we would have to pay $100 for a manufacturer defect & that the Sprint "repair" center couldn't help him.
He rode on this wave of anger & promptly asked to cancel his service with Sprint. The floor rep easily complied to start the process. (Me thinking: WTF Idiot rep, get the manager!) I face-palmed after that & I left while they were going over the termination.
Now my question/s:
Was the rep right about what they couldn't do for that time of damage/defect? Was this the result because the customer lacking the TEP portion of his insurance?
Are some repair centers more capable than others for this type of damage?
Has some portions of coverage been removed recently aside from the "rarely charged for" $35 screen repairs?
Question for Sprint employees/ former employees: What options can you use to deter a customer from leaving in a situation like that? I feel the rep could've at least put up an inch of a fight to assist in a situation like that or request aid from a manager.
Excuse any spelling or editing errors.

I'm gonna go on a limb here and say that the sprint rep just wanted to show him who the boss was. I've never had any problems with the tech stores here repairing anything from broken screens to broken power buttons. Unless you bring your phone in two pieces or has been physically damaged they should warranty it out.

IMHO
The rep, IMHO, was incorrect for arguing with the customer over what was physical or man. defect. Being a Sprint TC, we are usually asked to go out and inspect the device, open it up and see whether the soldering points are intact or not. you can spot the difference rather quickly when it comes to defect or physical. The rep should have either gotten a TC involved or better yet a manager involved immediately. Most customers, and i mean that with all due respect to both parties, would much rather hear the reasoning from someone who is supposed to know what they are talking about. for some reason customers that i talk to seem to leave in a happier mood after speaking with me over the issue. I have had to step in during a heated discussion between a rep and a customer over issues like this, and I'm not even a lead, just a simple TC. Personally, I think it tends to sound a little more official from the person hired to actually WORK on the devices rather than hear from someone who simply sells it. We spend more time on our job opening them open and inspecting them, just like the reps spend their time selling customers on the device. just my opinion, I'm not looking to start a feud by any means

your response sounds more like a regular store experience for me..

Hypeo said:
I'm gonna go on a limb here and say that the sprint rep just wanted to show him who the boss was. I've never had any problems with the tech stores here repairing anything from broken screens to broken power buttons. Unless you bring your phone in two pieces or has been physically damaged they should warranty it out.
Click to expand...
Click to collapse
Yeah same here, I never had an experience like that. But it's been since the HTC Hero (2 years ago) that I've flexed my TEP. At this very store.
And then the sight of this floor rep allowing a current subscriber to leave without any counter-action. (IMHO: is worse than some random would be customer leaving). You don't have to be in retentions to save a subscriber.
I always have the golden rule of try trice (with different reps/stores) before deeming a crap policy as fact. But this guy was understandably baffled at how useless his experience was that led up to him cancelling.
dgomez720 said:
The rep should have either gotten a TC involved or better yet a manager involved immediately. Most customers, and i mean that with all due respect to both parties, would much rather hear the reasoning from someone who is supposed to know what they are talking about.
Click to expand...
Click to collapse
Exactly. When he 1st came in explaining his visit, I thought he would log & direct him a TC.

dgomez720 said:
The rep, IMHO, was incorrect for arguing with the customer over what was physical or man. defect. Being a Sprint TC, we are usually asked to go out and inspect the device, open it up and see whether the soldering points are intact or not. you can spot the difference rather quickly when it comes to defect or physical. The rep should have either gotten a TC involved or better yet a manager involved immediately. Most customers, and i mean that with all due respect to both parties, would much rather hear the reasoning from someone who is supposed to know what they are talking about. for some reason customers that i talk to seem to leave in a happier mood after speaking with me over the issue. I have had to step in during a heated discussion between a rep and a customer over issues like this, and I'm not even a lead, just a simple TC. Personally, I think it tends to sound a little more official from the person hired to actually WORK on the devices rather than hear from someone who simply sells it. We spend more time on our job opening them open and inspecting them, just like the reps spend their time selling customers on the device. just my opinion, I'm not looking to start a feud by any means
Click to expand...
Click to collapse
I agree with you, as a customer it does sound more official to hear the response from the person who is paid to actually work on the devices. A lot of people view salespeople as just that, salespeople. Someone to sell you something that you probably don't want or need, not someone to fix something that you have already bought and need repaired.
However, from a customer's point of view, he also may be arguing over the fact that it is for things like this in which he bought the insurance to begin with. If I'm spending $8 per month for God knows how long, the last thing I want to hear is "No, we won't repair your phone." In that case, Sprint could really do a better job of educating its customers as to what the insurance really covers. Most people view it as the equivalent of the add-on service plan that you can get at Best Buy or everywhere else, which basically will get your device fixed or replaced (or some money back) if your device fails after the manufacturer's warranty runs out. Apparently that isn't the case with TEP, however that's not how the salespeople sell it. I was in a Sprint store last month with my Dad upgrading his phone, and the sales rep offered it to us by saying "If anything goes wrong with your phone, bring it in and we'll repair it."
He had to backpedal when I started asking him questions about fixing water damage and extreme gross physical neglect...
BigJohn

Same exact thing happened to me. I called Sprint and still no luck. I eventually had a screen problem and the store replaced the phone for me.
Sent from my PC36100 using xda premium

I think that is a prime example of ignorance and lack of care for customers. I have been to many crappy sprint stores who have done similar things. Fortunately I have found a sprint store in my neighborhood who treats their customers with respect and are mostly knowledgeable. Tbh that customer should have escalated it to talk to the manager or just go to another sprint store.
Sent from my PC36100 using Tapatalk

The repair stores are filled with 1 good person to fix phones and 5 idiots. They all depend on 1 tech to actually fix things, and when they can't, the only solution to their problem is.. uh.. Ill have to have u call Asurion. Idiotttts.

This is exactly why the reps in my store immediately hand off any problem phones to a tech. They ask qualifying questions but never argue with the customer. It's up to the tech to determine what's wrong with the phone, and if necessary, "argue" with the customer.
I always explain TEP with a car analogy. You pay an insurance premium on your car in order to carry coverage. If you wreck your car, you pay a deductible and have it fixed.
Evo charging port is a very sensitive issue. I've had some that are obvious physical damage yet the customer still argues and calls me a liar.

So what does TEP actually cover?

cmsjr123 said:
So what does TEP actually cover?
Click to expand...
Click to collapse
Ability to get upgrades every 1 year instead of every 2 years. That's about it.
Sent from my EVO

I find that going to an authorized retailer with a repair center works better, I went to a sprint store and they wanted me too buy this or that, battery, etc... Went to a reseller and they replaced my uninsured phone for $35, under faulty USB charger. Also try to go on days they aren't slammed with customers so they can give you the proper attention..

mbaseball3 said:
Ability to get upgrades every 1 year instead of every 2 years. That's about it.
Sent from my EVO
Click to expand...
Click to collapse
Seriously?
Sent from my Nexus S 4G using xda premium

DirtyShroomz said:
Seriously?
Sent from my Nexus S 4G using xda premium
Click to expand...
Click to collapse
Lol, yeah! I envy everyone else here with their success stories. Sprint stores do chit here for their customers! I'm on a 6 line business plan and they say sorry can't help you any time I walk in to a repair center. We been with sprint since a little before Nextel merger; how ever many years ago that was. I have yet to get a phone properly taken care of even with our insurance. I feel that when they see that there is an issue in device and that they should fix, they just point me to asurion. They never help. Feed us excuse after excuse. Anyone in the orange county area of California have good repair center experiences? Won't be surprised if all responses are No!
Sent from my EVO

mbaseball3 said:
Ability to get upgrades every 1 year instead of every 2 years. That's about it.
Sent from my EVO
Click to expand...
Click to collapse
Umm, absolutely not.

Hmmm
I've had my share of issues with the Sprint store where I live. Almost from the time I got the phone I was having issues with it and all they were willing to was a factory reset. They actually let me sit in the store for over an hour (with my two year old son) the last time I went. After we were both tired of sitting I got up and asked the tech about it. He told me "Oh yeah, well the screen is locked and I couldn't get into it" I was floored and pissed off. Someone could have asked me considering I told them I would wait. After that I decided it was time for me to figure it all out on my own.

mskeys2xx3 said:
I've had my share of issues with the Sprint store where I live. Almost from the time I got the phone I was having issues with it and all they were willing to was a factory reset. They actually let me sit in the store for over an hour (with my two year old son) the last time I went. After we were both tired of sitting I got up and asked the tech about it. He told me "Oh yeah, well the screen is locked and I couldn't get into it" I was floored and pissed off. Someone could have asked me considering I told them I would wait. After that I decided it was time for me to figure it all out on my own.
Click to expand...
Click to collapse
Wow
Sent from my PC36100 using Tapatalk

mskeys2xx3 said:
I've had my share of issues with the Sprint store where I live. Almost from the time I got the phone I was having issues with it and all they were willing to was a factory reset. They actually let me sit in the store for over an hour (with my two year old son) the last time I went. After we were both tired of sitting I got up and asked the tech about it. He told me "Oh yeah, well the screen is locked and I couldn't get into it" I was floored and pissed off. Someone could have asked me considering I told them I would wait. After that I decided it was time for me to figure it all out on my own.
Click to expand...
Click to collapse
We have data preservation sheets for that, which all customers are required to sign. It includes a place to draw your pattern lock or write down any other codes.

Well it would have been nice if someone had asked/told me that when they took my phone. I like just stop talking and give me my phone back before I am unable to control this urge to punch you in the face.