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TLTR !!!!!

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

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

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

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

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

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

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

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

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

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

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

Sprint is Really Pissing Me Off!

So, this weekend I noticed some dirt under my screen. It isn't too bad, but I paid good money for this phone and I pay $7 a month for TEP, so I want to be completely satisfied with what I have to make it all worthwhile. I'm one of those paranoid people that pre-order the BodyGuardz full-body kit before the phone has even arrived. Anyways, my phone is absolutely mint condition with the exception for some noticeable smudging on the top left of the screen. I even have a Case-Mate Barely There case on top of the full-body BG to protect the camera.
So I took it to a local Sprint store and waited nearly an hour for them to start working on the phone. The local rep told me it would be 2 hours to get it fixed. No problem as Outback was right next door. I grabbed some food and when I returned I was handed back my phone. Only, the screen was completely scratched up and the top and bottom front edges of the phone were chipped. I calmly approached the rep and said that I wasn't going to accept it as it is in far worse condition than when it arrived. I wasn't surprised when the rep said that they had replaced my screen with one that was laying around. I should have taken pictures of the condition so you guys know what I am talking about. I'm surprised they expected anyone to be ok with that. Anyways, so I have them put my old display back and they said that I would have to wait for a new screen to come about so I can get it swapped.
On the way home, I called customer service and explained the situation. After explaining to him that I was not going to waste any more time going through a similar situation in another store he was able to get an advanced replacement sent to me. He told me it would be a couple of weeks as the device was being preordered. I didn't mind as he told me that I would most likely be receiving a new device rather than a refurb due to the low availability. Sweet right?
So I get home today and I am pleasantly surprised to see the replacement waiting for me. I open it up and I noticed a crappy, $5 USB charger (that's odd), what seemed like an original EVO battery but turned out to be a black battery wrapped in red paper (I thought this one was pretty funny), a brand new back cover, and what looked to be a brand new EVO (display sticker was on and everything). Awesome!
Not quite. As I turn the device over, I notice the camera is completely scratched up. I mean, really scratched up. The rim around it was also all chipped. The kickstand had some scratches on it as well. Here we go again...
After being transferred about 3 times where I had to verify my account and explain the situation each time, I was able to get another replacement sent my way. Same story, might be 2 weeks as it is low demand. I explained to the rep that I don't want to keep going through this and I have had similar experiences with replacing my Palm Pre in the past and asked if there was any way he could request a new device. He said he wasn't able to as was not presented to him in the system. He then proceeded by saying that I could keep the charger and battery for my troubles. I giggled. It was as if they knew they were screwing me over and sent me those as if it would satisfy me. I have dealt with my replacements from Sprint and never have they just given me extra "goodies".
I'll most likely be cancelling my 5-line service with them if I don't get a flawless refurb or a new device from them. I have spent way too much time and energy dealing with this type of situation with my Palm Pre, and now with my EVO.
I was already pissed about the $10 additional smartphone tax and the screwed up discount limitations, but this is just pushing me over the edge.

That is exactly why I don't even bother with insurance... they are especially horrible on sprint but I got am illegally rebranded motorola when I was on centennial... Hated their insurance service

There is a reason why Hitler blew a gasket yesterday.
PS. My name is HondaCop and I approve this message.

Good Luck...
Good luck with that flawless idea, I went through 3 refurbs before I demanded brand new phone. On inspection of the new phone, it has light leakage around the gasket and a pin hole next to the home button that light comes through.
I have given up on HTC and Sprint. Once my contract is up, I am either jumping overboard or researching phones thoroughly

Im sorry to hear about that dude. I have had some trouble with sprint but just recently I got a BRAND NEW out of the box phone for free. My battery was shot and it wouldnt charge or turn on so I went in and told sprint that it wouldnt turn on and apparently they didnt think to try a different battery, they gave me a brand new phone and sent me on my way. needless to say, I had an extra bat and it worked just fine.

How is it Sprints fault that you got dirt under your screen and then wanted them to fix it? You should be happy that they do anything for you. If that was an Iphone apple would have looked at you and then laughed for about 3 hours and then said sure sir will replace your phone for $600.00. DO you really think you will get better service somewhere else? I've got news for you, you won't. I for one am very surprised that Sprint does anything for cosmetic damage without a deductible. Take your 5 lines somewhere else and when you come back wining we will welcome you back.

cruise350 said:
How is it Sprints fault that you got dirt under your screen and then wanted them to fix it? You should be happy that they do anything for you. If that was an Iphone apple would have looked at you and then laughed for about 3 hours and then said sure sir will replace your phone for $600.00. DO you really think you will get better service somewhere else? I've got news for you, you won't. I for one am very surprised that Sprint does anything for cosmetic damage without a deductible. Take your 5 lines somewhere else and when you come back wining we will welcome you back.
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Hope you brought your helmet.
@OP, you can also contact the manufacturer and have it replaced with them. I don't think they send refurbs.

Yeah? Sprint used to let me keep the goodies when I got my pre replaced (3 times out of the 6, atleast)
Sent from my PG06100 using XDA App

cruise350 said:
You should be happy that they do anything for you.
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Click to collapse
WOW... I guess you walk in to Sprint while grabbing your ankles?
PS. My name is HondaCop and I approve this message.

HondaCop said:
WOW... I guess you walk in to Sprint while grabbing your ankles?
PS. My name is HondaCop and I approve this message.
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I bet you bend lower than he does. After all, you're the one the doesn't like Sprint, at least he does. Paying for something you don't like? Hah
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Sorry, couldn't refuse. Let's keep this clean

DirtyShroomz said:
I bet you bend lower than he does. After all, you're the one the doesn't like Sprint, at least he does. Paying for something you don't like? Hah
Sorry, couldn't refuse. Let's keep this clean
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Lol!
Sent from my PC36100 using XDA App

DirtyShroomz said:
I bet you bend lower than he does. After all, you're the one the doesn't like Sprint, at least he does. Paying for something you don't like? Hah
Sorry, couldn't refuse. Let's keep this clean
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Click to collapse
Never said I didn't like Sprint. Don't hate me because I'm not into ballwashing like you guys are, kiddo.
PS. My name is HondaCop and I approve this message.

cruise350 said:
How is it Sprints fault that you got dirt under your screen and then wanted them to fix it? You should be happy that they do anything for you. If that was an Iphone apple would have looked at you and then laughed for about 3 hours and then said sure sir will replace your phone for $600.00. DO you really think you will get better service somewhere else? I've got news for you, you won't. I for one am very surprised that Sprint does anything for cosmetic damage without a deductible. Take your 5 lines somewhere else and when you come back wining we will welcome you back.
Click to expand...
Click to collapse
The moment I am liable for a 2-year contract when purchasing their phone AND pay their full-protection insurance, it is TOTALLY Sprint's responsibility to address the dirt under my screen. It isn't like they're paying for the device out of their pockets. They're simply acting as the middleman between the client and HTC's warranty department. It's the least they can do for someone who is devoting 2-years of their wireless service costs to them and is paying their TEP fees.
I don't know what you're talking about but I used to be with T-Mo for 5 years and NEVER had issues such as these. I always got brand new devices as replacements. I don't know how it is nowadays, but that's how it was 2 years ago.
BTW - Dust under the screen is not cosmetic as it is affecting visibility of the display much like dead pixels would. It is also something that is not supposed to occur on any device.
Finally, your little condescending attitude is not going to help you in life. Good luck!

I don't know what you're talking about but I used to be with T-Mo for 5 years and NEVER had issues such as these. I always got brand new devices as replacements. I don't know how it is nowadays, but that's how it was 2 years ago.
BTW - Dust under the screen is not cosmetic as it is affecting visibility of the display much like dead pixels would. It is also something that is not supposed to occur on any device.
Finally, your little condescending attitude is not going to help you in life. Good luck!
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Click to collapse
He's right. T-Mobile has the best customer service. I replaced my G1 twice in one year. Might have been a refurbished one but it was like new. The best part was I never had to go to a repair center. I made a phone call explained my problem they asked if the water indicator was red and that's it. Sent me a new one in the mail and I sent mine right back no charge.
Sent from my PC36100 using Tapatalk

They could have been like T-Mobile when an update bricked my cliq, even with insurance they said they couldn't help me, contact Motorola which in turn told me to contact T-Mobile, I canceled an went to Sprint.

akarol said:
It isn't like they're paying for the device out of their pockets.
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Actually, they are paying for the device, out of pocket. You know how the phone actually costs 500, and you're getting it for 200..?

Akarol,
Being a service manager for a sprint store it bothers me that people have to deal with that stuff.. if any of my service techs did that to people i would slap the **** outta them.. I'm sorry that a service center has treated you that way and with 2 phones none the less. Was it a corporate or just an authorized service center?

Makdasamurai said:
Akarol,
Being a service manager for a sprint store it bothers me that people have to deal with that stuff.. if any of my service techs did that to people i would slap the **** outta them.. I'm sorry that a service center has treated you that way and with 2 phones none the less. Was it a corporate or just an authorized service center?
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Click to collapse
Makdasamurai: Thank you for understanding. The sad thing is that it was a corporate store. One of the largest ones here in Orlando (by the Florida Mall). I made the mistake of going to an affiliate store in the past with my Palm Pre (Five Star Cellular) and I will never do that again.
What bothers me is that there is this disparity in service from store to store. I read stories here about people going in and getting a brand new phone on the spot. It's not like they're not being reimbursed that phone by Sprint. Right?
Backdown: I understand what you're saying, but that's nothing new. That's how contract works. They give us a discount, for our commitment with them. Some situations don't even require contracts but the compatibility itself locks you into a commitment such as video game consoles, printers, etc. Trust me, they're making a ton more money on the service than they're losing on devices.

I've been through a very similar situation, so I'll give you some advice. The ONLY people on the phone that can send you a NEW phone, is retentions (account services). If anyone else TOLD you they were sending a new phone, its a lie. That's why you got it so quick, because they send out a refurb instead of waiting for the new one to come back in stock. The lower level reps do not have the power to order a new phone, even if they think they do.

Good to know. I'll be sure to tackle that department if my new replacement disappoints. I just wish I didn't have to go through all this turmoil.

Micro USB came off motherboard! Store 437

I walked in store 437 and informed Assistant manager "Nick" that my usb port has more than likely detached from the motherboard because it stop charging last night. I also informed him, once he finds its defective i cant wait for another phone. I need him to get one off the shelf. Nick "assistant manger informs me he doesn't have any EVO's. So tech "mike" took phone apart and USB port fly's on table. Mike "tech" says...this is the problem, the port is no longer soldered on the phone. I looked at him like he was a dummy and said your exactly right, lets get me a phone. Tech says "oh!! this is your fault" . Lmao Oh yea, i carry the mother board around in my pocket or something.. Long story short they refuse to replace phone. Called Account services "retentions and they sent me to another store telling them to replace it" I get to store they take phone apart and say... oh yea, this is a defect that effects many first generation EVO's. They gave me new phone box cables everything and i was out the door in 5 minutes! I went back to the store 437 to ask Nick "manager" why he told me he didn't have any phones when inventory states he does. Nick said "i didn't say that, i said we dont have any repair phones" WTF What is a repair phone first of all and second i assume you mean refurbished, which no store has refurbished phones!!!!! <-----My story for today Feel free to give your store # that gave you issues regarding same issue or similar!

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Glad you got it replaced, bro

dallastx said:
I walked in store 437 and informed Assistant manager "Nick" that my usb port has more than likely detached from the motherboard because it stop charging last night. I also informed him, once he finds its defective i cant wait for another phone. I need him to get one off the shelf. Nick "assistant manger informs me he doesn't have any EVO's. So tech "mike" took phone apart EVO and USB port fly's on table. Mike "tech" says...this is the problem, the port is no longer soldered on the phone. I looked at him like he was a dummy and said your exactly right, lets get me a phone. Tech says "oh!! this is your fault" . Lmao Oh yea, i carry the mother board around in my pocket or something.. Long story short they refuse to replace phone. Called Account services "retentions and they sent me to another store telling them to replace it" I get to store they take it apart the phone and say... oh yea, this is a defect that effects many first generation EVO's. THey gave me new phone box cables everything and i was out the door in 5 minutes! I went back to the store 437 to ask Nick "manager" why he told me he didn't have any phones when inventory states he does. Nick said "i didn't say that, i said we dont have any repair phones" WTF What is a repair phone first of all and second i assume you mean refurbished, which no store has refurbished phones!!!!! <-----My story for today Feel free to give your store # that gave you issues regarding same issue or similar!
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I hear ya, I a electronics student myself. I took mine apart when it happen to me (around launch date). I was amazed how not thought out the part was. Ok i understand using surface mount components is quicker to have a robot arm placing them and then basically putting the motherboard in a oven to make all the connections its how everything is done. But not to form any plastic around to give it no where to go would have been the best thing to do.
It is the most used port and really needs to be a tad more rugged. Honestly it just sit there with space all round it and only that touches it from the case is the outer rim of the case. Only way i could have made it work would have been to hot glue the thing I ripped all the pads

Yea mine is doing this too. It charges but only if the cable is in the right position. Since its a bad esn phone I doubt ill get it replaced. Im looking for any successful stories of anyone who has fixed this on their own or even attempted it.

i assume you mean refurbished, which no store has refurbished phones!!!!!
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Actually most stores carry more refurbs in stock than new ones, so customers dont have to wait to order one.

I repaired an Evo 4g with a ravaged USB port. http://forum.xda-developers.com/showthread.php?t=1110886

sgtnoodle said:
I repaired an Evo 4g with a ravaged USB port. http://forum.xda-developers.com/showthread.php?t=1110886
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Click to collapse
You gonna keep posting the same link in different threads?
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westicle said:
You gonna keep posting the same link in different threads?
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Click to collapse
Who cares. The link he just posted is extremely helpful. What contribution have you made that is remotely close to his?
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I worked for a Sprint tech store and a charging port coming off the motherboard is 100% not covered by the store. Chances are you called customer service off hours where the calls get directed out of the country which is why they said that they will replaced the phone for you. Basically so they can get you off the phone. Listing the names and numbers of the store that exchanged this phone for you is dangerous. You should be praising SPRINT that they were dumb enough to replaced this for you when you should have had to pay $100 or buy a new phone. PORTS BROKEN OFF THE MOTHERBOARD ARE PHYSICAL DAMAGE!!
Refurbished /reconditioned phones are what you receive when we order you replacement phones. Every service and repair store will have some of these in their inventory.

Well,just so happens I had this very problem yesterday.....took the phone in to my local store.didn't even bother to unroot..came back in a few hours,they said they couldn't fix it.but, they gave me a brand new phone.the bad things was, I was running the rooted stock OTA.on the new phone was froyo.rooted it and I am now back to rooted ginger!!!!
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PORTS BROKEN OFF THE MOTHERBOARD ARE PHYSICAL DAMAGE!!
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Click to collapse
Not 100% of the time. Yes, if the person dropped their phone, or treated it like crap, that is physical damage. But for most of us, who take care of our phones, and the charging port just happens to break by just plugging in a charger, that is NOT physical damage. That is a hardware failure.

I just started having this issue last night and I hope Sprint lets me get a replacement. I have insurance, so hopefully it's covered.

dallastx said:
I walked in store 437 and informed Assistant manager "Nick" that my usb port has more than likely detached from the motherboard because it stop charging last night. I also informed him, once he finds its defective i cant wait for another phone. I need him to get one off the shelf. Nick "assistant manger informs me he doesn't have any EVO's. So tech "mike" took phone apart and USB port fly's on table. Mike "tech" says...this is the problem, the port is no longer soldered on the phone. I looked at him like he was a dummy and said your exactly right, lets get me a phone. Tech says "oh!! this is your fault" . Lmao Oh yea, i carry the mother board around in my pocket or something.. Long story short they refuse to replace phone. Called Account services "retentions and they sent me to another store telling them to replace it" I get to store they take phone apart and say... oh yea, this is a defect that effects many first generation EVO's. They gave me new phone box cables everything and i was out the door in 5 minutes! I went back to the store 437 to ask Nick "manager" why he told me he didn't have any phones when inventory states he does. Nick said "i didn't say that, i said we dont have any repair phones" WTF What is a repair phone first of all and second i assume you mean refurbished, which no store has refurbished phones!!!!! <-----My story for today Feel free to give your store # that gave you issues regarding same issue or similar!
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Funny story, they played you at that first store, they were saving their nib evos for new subscribers and upgrades.
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sitlet said:
Not 100% of the time. Yes, if the person dropped their phone, or treated it like crap, that is physical damage. But for most of us, who take care of our phones, and the charging port just happens to break by just plugging in a charger, that is NOT physical damage. That is a hardware failure.
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Click to collapse
No, in Sprint's eyes, if the charging port is completely broken off the board, then its considered physical damage. I am a Sprint employee at a repair store, and we deal with this every day. If its just loose, they will normally cover it. But once they open the phone up, they determine if its just loose, or broken off the motherboard. On the other hand, it is up to the tech that you get and the manager on duty.
As far as the type of phone you get, they would normally give you a refurb, unless they are out of stock in the warehouse, then it would be a NIB.

mdrharris said:
No, in Sprint's eyes, if the charging port is completely broken off the board, then its considered physical damage. I am a Sprint employee at a repair store, and we deal with this every day. If its just loose, they will normally cover it. But once they open the phone up, they determine if its just loose, or broken off the motherboard. On the other hand, it is up to the tech that you get and the manager on duty.
As far as the type of phone you get, they would normally give you a refurb, unless they are out of stock in the warehouse, then it would be a NIB.
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Click to collapse
No, In the real world that is a global defect affecting many first gen evo's. You know what makes sprint a **** company? the fact that they dont issue a recall for faulty craftsmanship. Keep backing your sheepishly run company. Poor buisness decisions and poorly made products will inevitably be the last straw for many diligant sprint users.

Hamspiced said:
No, In the real world that is a global defect affecting many first gen evo's. You know what makes sprint a **** company? the fact that they dont issue a recall for faulty craftsmanship. Keep backing your sheepishly run company. Poor buisness decisions and poorly made products will inevitably be the last straw for many diligant sprint users.
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This
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this is my issue!
mine started to come off and in trying to solder it with a very low wattage DIY kit it ended up falling off. the solder material (not sure what it's called, my dad did the soldering, he's a professional welder (although read: not in electronics!)) wouldn't stick and it kept coming off. after that my screen wont come on, although the battery has about 70% left and the phone does turn on.
is this something I can get repaired at a sprint repair store and pay a fee, like say when your screen gets messed up?
when answering above, in case it makes a difference, i'm on MetroPCS and NOT a sprint customer.

Hamspiced said:
No, In the real world that is a global defect affecting many first gen evo's. You know what makes sprint a **** company? the fact that they dont issue a recall for faulty craftsmanship. Keep backing your sheepishly run company. Poor buisness decisions and poorly made products will inevitably be the last straw for many diligant sprint users.
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Click to collapse
Wouldn't HTC issue the recall? They manufactured the phone sprint is just the carrier. Every one is quick to jump on sprint, but I see the issue being HTC's. Just my opinion...
Poop

I had a 0003 and just had it replaced about a week ago because of the USB breaking off. At the time I hadn't seen a thread with anyone mentioning this happening to them and I thought it was just me but over the last week I've seen several. When the tech opened mine up he pointed out that the moisture strip was red indicating the phone had water damage. That phone had never been remotely close to water, I'm sure it was probably due to me taking to phone in the bathroom while showering or something. I ended up calling Asurion and had a brand new 0004 at my door the next afternoon. I'd rather not have had to pay the $100 deductible but I figure I'll get that back after getting my 3D and selling this one.

chofert said:
I worked for a Sprint tech store and a charging port coming off the motherboard is 100% not covered by the store. Chances are you called customer service off hours where the calls get directed out of the country which is why they said that they will replaced the phone for you. Basically so they can get you off the phone. Listing the names and numbers of the store that exchanged this phone for you is dangerous. You should be praising SPRINT that they were dumb enough to replaced this for you when you should have had to pay $100 or buy a new phone. PORTS BROKEN OFF THE MOTHERBOARD ARE PHYSICAL DAMAGE!!
Refurbished /reconditioned phones are what you receive when we order you replacement phones. Every service and repair store will have some of these in their inventory.
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Click to collapse
Well i am glad i didn't go to your store...and if i did i would of still got it replaced at another store....And no.... i didnt speak to the Philippines or Canada. I spoke to the USA in account services..But thanks for giving us handbook rules. Now if you could post your store number so no one will ever goes there please?

Terrible Exchange Experience

So I went to T-Mobile to return my note 7 today. The guy at first tried to get around telling me I could exchange it for any of their phones in store, he really just wanted to take my note 7 and leave me with nothing.
I informed him of my knowledge of my options, and we decided on swapping it out for an s7 edge that would be able to trade right back in for a new note 7 on arrival.
(I am a huge fan of the note 7. But I find myself being to anxious about it exploding on me. I'm under the general impression that they tend to explode more often if not exclusively when charging. So I monitor it when it charges. My device is an SDI device that was manufactured in China).
The rep informed me that he would be crediting back the $150 down I put on the phone (I'm on the original jump program) and that I would have to pay in store $74 for the taxes of the s7 edge. Wtf? I told him that I will not be paying the $74, and that they can credit me back $80 instead of $150 at best. He said that it wont work that way.
I'm not hard up for money, but I am hard up for good honest service. I refused to be out $224 for 8-10 days because I got duped into buying a grenade phone.
Long story short, the rep basically told me that's the only option. I told him that it was ludicrous and that I plan on switching service providers and he stated that his friend works at ATT and that they have the same policy and that I was unhappy I should switch to another company.
So, after all the bs I said whatever, I really have no options. So I took the s7 edge and paid the additional $74 for a phone I didn't want.
I left and called the tmobile note 7 recall hotline. The woman I spoke with was great. She couldn't believe the experience I just had. She credited my phone bill the $74 dollars they charged me for the s7 edge and she directed me to go back into the store and get my note 7 back and I could deal with her thru the mailer program tmobile has set up cuz I guess they can't enforce in store policies. Wtffff
So I go back in. Tell them what she told me. They are like wtf. And I'm like I'm not leaving without my note 7. The note had already been inventoried as a go back to manufacturer. So they said I can't have it. I told them I didnt care and that they need to figure out a way to get my exploding phone back to me. I ended up recalling the hotline and my call got escalated to some corporate manager and she informed the store to do whatever they could to get me my note 7.
So they ended up telling me that they were going to call the note 7 a loss in their inventory. The note 7 will not exist in my account. It's like I never had it they said. Wtf. It has a fat sticker now on the back of it calling it voided merchandise lol! They took the s7 edge back and credited my card the $74 back. And the guy made a sly comment about how I should sign a waiver that if the phone burns up that tmobile is not responsible. Yea right dude.
Yea. I get it. I should turn the phone in. It might burn me up in the middle of the night. I tried. And they tried to scam me. No way. Not cool. Figure your s*** out tmobile.

First of all, you do have the right to freedom of speech (aka your opinion).
Now... no one duped you into purchasing the Note7. T-Mobile had no idea of the faulty battery.
No one was trying to rip you off. They have T-Mobile policies and now they're dealing with Samsung's recall policy as well.
You honestly think you spoke to a "corporate" manager? LMAO! So, you think corporate managers answer phones from people like you? Good one.
You claim to not be hard up for cash, however, you're tripping on the financial side of how the transaction is going down. Well, you could've simply waited, but nope. You wanted to be "that dude."
So you make a big fuss by being "that dude" and got your way, sort of. Now you got a big sticker on your Note7.
You treated a sales associate badly who was simply doing his job, had a trained customer advocate tell you what you want to hear... cuz it's her job and then a call center supervisor tell the store to just do whatever it takes to get you out of the store.
If that's your idea of "winning" or "getting one over corporate America" you're lying to yourself.
That's my freedom of speech.

Why would I want to pay $74 for a device I never wanted to buy? It's not about $, it's about tmobile along with Samsung doing the right thing. Why should I - the consumer - be further inconvenienced by having to pull out any more money whatsoever for a situation I shouldn't be in?
The sticker is removable btw.
I have not "won" nor did I state I "won" in any matter. Anybody who had purchased the note 7 has officially lost. I was just sharing an Interesting experience that I had.
Thank you for expressing your opinion, I hope you feel heard.
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DJ ELITE said:
First of all, you do have the right to freedom of speech (aka your opinion).
Now... no one duped you into purchasing the Note7. T-Mobile had no idea of the faulty battery.
No one was trying to rip you off. They have T-Mobile policies and now they're dealing with Samsung's recall policy as well.
You honestly think you spoke to a "corporate" manager? LMAO! So, you think corporate managers answer phones from people like you? Good one.
You claim to not be hard up for cash, however, you're tripping on the financial side of how the transaction is going down. Well, you could've simply waited, but nope. You wanted to be "that dude."
So you make a big fuss by being "that dude" and got your way, sort of. Now you got a big sticker on your Note7.
You treated a sales associate badly who was simply doing his job, had a trained customer advocate tell you what you want to hear... cuz it's her job and then a call center supervisor tell the store to just do whatever it takes to get you out of the store.
If that's your idea of "winning" or "getting one over corporate America" you're lying to yourself.
That's my freedom of speech.
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Click to collapse
No offense but I work for Toyota and take for Instance the air bag recall that's been going on that is a safety recall and if parts are not available you will get a loaner vehicle free of charge to drive till your replacement parts are available no questions asked and no rudeness from the service advisor. So how is this any different? You should get a loaner phone with no hassle and no rudeness from the sales associate behind the counter..
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Shaffer678 said:
No offense but I work for Toyota and take for Instance the air bag recall that's been going on that is a safety recall and if parts are not available you will get a loaner vehicle free of charge to drive till your replacement parts are available no questions asked and no rudeness from the service advisor. So how is this any different? You should get a loaner phone with no hassle and no rudeness from the sales associate behind the counter..
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Click to expand...
Click to collapse
It'd be nice to get a straight answer.
Sunday I went to a T-Mobile store to inquire about a loaner. I was told to call customer service, which I did. They told me it should have been handled at the store, but they ordered a loaner for me.
What I haven't yet received is the acknowledgement email I was told I'd get.
I work for a GM dealership and when the key/lock cylinder recall came down, there was confusion as to what our responsibilities were. Some customers wouldn't wait for parts availability and insisted on a loaner car. Finding rentals was rather difficult during that time period.

DJ ELITE said:
First of all, you do have the right to freedom of speech (aka your opinion).
Now... no one duped you into purchasing the Note7. T-Mobile had no idea of the faulty battery.
No one was trying to rip you off. They have T-Mobile policies and now they're dealing with Samsung's recall policy as well.
You honestly think you spoke to a "corporate" manager? LMAO! So, you think corporate managers answer phones from people like you? Good one.
You claim to not be hard up for cash, however, you're tripping on the financial side of how the transaction is going down. Well, you could've simply waited, but nope. You wanted to be "that dude."
So you make a big fuss by being "that dude" and got your way, sort of. Now you got a big sticker on your Note7.
You treated a sales associate badly who was simply doing his job, had a trained customer advocate tell you what you want to hear... cuz it's her job and then a call center supervisor tell the store to just do whatever it takes to get you out of the store.
If that's your idea of "winning" or "getting one over corporate America" you're lying to yourself.
That's my freedom of speech.
Click to expand...
Click to collapse
You obviously are not looking at this from a neutral stand point, you're just wanting to argue. Look at it from the shoes of OP.

douger1957 said:
It'd be nice to get a straight answer.
Sunday I went to a T-Mobile store to inquire about a loaner. I was told to call customer service, which I did. They told me it should have been handled at the store, but they ordered a loaner for me.
What I haven't yet received is the acknowledgement email I was told I'd get.
I work for a GM dealership and when the key/lock cylinder recall came down, there was confusion as to what our responsibilities were. Some customers wouldn't wait for parts availability and insisted on a loaner car. Finding rentals was rather difficult during that time period.
Click to expand...
Click to collapse
They didnt order it for you. I had the same thing happen. Sunday I was told i'd receive an email or message with tracking. Yesterday I called to confirm and was told nothing was ordered so I contacted t-mobile on twitter and Kelsey helped me. They found a corporate store near me where I picked up the loaner s 7 edge yesterday. At first they wanted me to pay taxes which I refused so they just put it down as a jump on demand. It store it went down as a jump on demand but Kelsey made the account noted that it was a loaner and once the note 7 comes in I will be contacted. Contact t force on twitter for help.
---------- Post added at 01:41 PM ---------- Previous post was at 01:33 PM ----------
DJ ELITE said:
First of all, you do have the right to freedom of speech (aka your opinion).
Now... no one duped you into purchasing the Note7. T-Mobile had no idea of the faulty battery.
No one was trying to rip you off. They have T-Mobile policies and now they're dealing with Samsung's recall policy as well.
You honestly think you spoke to a "corporate" manager? LMAO! So, you think corporate managers answer phones from people like you? Good one.
You claim to not be hard up for cash, however, you're tripping on the financial side of how the transaction is going down. Well, you could've simply waited, but nope. You wanted to be "that dude."
So you make a big fuss by being "that dude" and got your way, sort of. Now you got a big sticker on your Note7.
You treated a sales associate badly who was simply doing his job, had a trained customer advocate tell you what you want to hear... cuz it's her job and then a call center supervisor tell the store to just do whatever it takes to get you out of the store.
If that's your idea of "winning" or "getting one over corporate America" you're lying to yourself.
That's my freedom of speech.
Click to expand...
Click to collapse
The problem is no one is on the same page. Samsung tells you one thing, T-mobile tells you one thing, and each individual store tells you something else. Over the phone I was told I had to go the store where I bought my screen protector for a refund. I go to the store and they tell me I have to go to a corporate store. I go to corporate and they dont know what I am talking about. I got a bill credit via t force on twitter. It should be easy to get a refund and loaner phone/exchange phone at any T-mobile store or online but in this case it seems like the most people have no idea what they are doing. Hell when I originally called sunday I had to read to the service agent T-mobiles own new policy regarding loaner phones due to the Note 7 issues. He at first told me I was past 14 day exchange policy. This is a serious issue and more phone keep exploding by the day. Yes it seems like there is a lackadaisical attitude when dealing with returning/exchanging.

DJ ELITE said:
First of all, you do have the right to freedom of speech (aka your opinion).
Now... no one duped you into purchasing the Note7. T-Mobile had no idea of the faulty battery.
No one was trying to rip you off. They have T-Mobile policies and now they're dealing with Samsung's recall policy as well.
You honestly think you spoke to a "corporate" manager? LMAO! So, you think corporate managers answer phones from people like you? Good one.
You claim to not be hard up for cash, however, you're tripping on the financial side of how the transaction is going down. Well, you could've simply waited, but nope. You wanted to be "that dude."
So you make a big fuss by being "that dude" and got your way, sort of. Now you got a big sticker on your Note7.
You treated a sales associate badly who was simply doing his job, had a trained customer advocate tell you what you want to hear... cuz it's her job and then a call center supervisor tell the store to just do whatever it takes to get you out of the store.
If that's your idea of "winning" or "getting one over corporate America" you're lying to yourself.
That's my freedom of speech.
Click to expand...
Click to collapse
Just because someone does not want to be turn sideways by associate who do not know what they are talking, does not mean someone is hard for money. The way he acted no way implied financial circumstance is a factor in play. I have spoken with multiple associates in stores as well as reps who said you do not pay the taxes upfront. If I go into the store and someone says I do and tells me to go ELSEWHERE if I do not like their business, it WILL become a problem.
Sorry OP that you went through that...honestly right now no one knows their left foot from their right at Tmobile on how to deal with Note 7...some would even try to convince you to keep it and have it stored away. The associates are as clueless as they come and the tmobile store I went to I did not even stick around to make the exchange...they were loud obnoxious and were busy correcting everything I say even if I wasn't talking to the associate across the room...if I say recall he would run down and come and correct me. If I ask question about the water resistance he would dive across the store to come and put his opinion...and at some point were treating me like I do not know wtf i was talking about as far as the handling of the note 7 from both samsung and tmobile. Told them bye

garymachete said:
So I went to T-Mobile to return my note 7 today. The guy at first tried to get around telling me I could exchange it for any of their phones in store, he really just wanted to take my note 7 and leave me with nothing.
I informed him of my knowledge of my options, and we decided on swapping it out for an s7 edge that would be able to trade right back in for a new note 7 on arrival.
(I am a huge fan of the note 7. But I find myself being to anxious about it exploding on me. I'm under the general impression that they tend to explode more often if not exclusively when charging. So I monitor it when it charges. My device is an SDI device that was manufactured in China).
The rep informed me that he would be crediting back the $150 down I put on the phone (I'm on the original jump program) and that I would have to pay in store $74 for the taxes of the s7 edge. Wtf? I told him that I will not be paying the $74, and that they can credit me back $80 instead of $150 at best. He said that it wont work that way.
Click to expand...
Click to collapse
This happens with all carriers. The best way is to return the device in full. This way you get your tax money up front. Then purchase the new device. Otherwise the carrier will want to hold on the tax from the old device to return to you in later time. While taking tax for the new device. I ran this with with AT&T, Verizon, Sprint and T-Mobile.
I am going to wait for the new "S" (Safe) version of Galaxy Note 7 and do even exchange. No tax issues with that. And yes, the China T-Mobile version that I have charges (even fast charge) very cool with touch. So I feel safe to wait for the "S" (Safe) version of Note 7 before returning my current Note 7.

thegameksk said:
They didnt order it for you. I had the same thing happen. Sunday I was told i'd receive an email or message with tracking. Yesterday I called to confirm and was told nothing was ordered so I contacted t-mobile on twitter and Kelsey helped me. They found a corporate store near me where I picked up the loaner s 7 edge yesterday. At first they wanted me to pay taxes which I refused so they just put it down as a jump on demand. It store it went down as a jump on demand but Kelsey made the account noted that it was a loaner and once the note 7 comes in I will be contacted. Contact t force on twitter for help.
Wonderful.
I'm willing to cut a little slack here. Neither Samsung nor T-Mobile is used to recalls of this magnitude. The "shut them down" order is less than a week old. I can even understand that there's not enough stock to provide loaners. But for gawd's sake, don't do a Hillary and lie to me.
Click to expand...
Click to collapse

I just went through the process of returning my Note 7 in the store last night to get a Galaxy S7 Edge as well.
What is clear from my experience is this:
1. T-Mobile Store Reps were not properly trained on how to address the different return scenarios. I.E. Jump 1 , Jump 2 or Jump On Demand returns and credit for the faulty device.
2. They were not made aware of the $25.00 Account Credit that would be applied for the inconvenience of having to wait on a replacement which Samsung/T-Mobile informed their customers about.
3. They were prone to make mistakes because of the above which extended my visit to the store by 1 and 1/2 hours when the transaction should have been 30 minutes.
4. They had to call customer care to fix issues on my account as result of errors made during the exchange.
They did tell me the following:
1. I could claim the Gear VR promotion for the Galaxy S7 Edge promotion currently going on(Nice)
2. I would have my Jump On Demand reset completely so that I will have 3 JoD 's on my account after I get my Note 7 (I used my first JoD on the Note 7)
3. New phones would be arriving to their store in 2-3 weeks from yesterday and I would be called when that occurred.
While the experience was long and frustrating in the end I left with my temporary device, No out of pocket cost and happy in the thought that hey I get a Gear VR for free for the inconvenience.
The information below was provided to me directly from the in-store rep as I was curious:
Why did I not have to pay any money out of pocket?
Because I used Jump On Demand.
What is the difference between Jump1 , Jump2, Jump On Demand?
Jump 1 - 50% of device has to be paid off +Taxes + 10.00 a month fee.
Jump 2 - 50% of device has to be paid off + Down Payment + Taxes
Jump On Demand - Taxes and full Price of device are rolled into a monthly payment and you can Upgrade 3 times per year

DeadPhoenix said:
I just went through the process of returning my Note 7 in the store last night to get a Galaxy S7 Edge as well.
What is clear from my experience is this:
1. T-Mobile Store Reps were not properly trained on how to address the different return scenarios. I.E. Jump 1 , Jump 2 or Jump On Demand returns and credit for the faulty device.
2. They were not made aware of the $25.00 Account Credit that would be applied for the inconvenience of having to wait on a replacement which Samsung/T-Mobile informed their customers about.
3. They were prone to make mistakes because of the above which extended my visit to the store by 1 and 1/2 hours when the transaction should have been 30 minutes.
4. They had to call customer care to fix issues on my account as result of errors made during the exchange.
They did tell me the following:
1. I could claim the Gear VR promotion for the Galaxy S7 Edge promotion currently going on(Nice)
2. I would have my Jump On Demand reset completely so that I will have 3 JoD 's on my account after I get my Note 7 (I used my first JoD on the Note 7)
3. New phones would be arriving to their store in 2-3 weeks from yesterday and I would be called when that occurred.
While the experience was long and frustrating in the end I left with my temporary device, No out of pocket cost and happy in the thought that hey I get a Gear VR for free for the inconvenience.
The information below was provided to me directly from the in-store rep as I was curious:
Why did I not have to pay any money out of pocket?
Because I used Jump On Demand.
What is the difference between Jump1 , Jump2, Jump On Demand?
Jump 1 - 50% of device has to be paid off + Taxes + 10.00 a month fee.
Jump 2 - 50% of device has to be paid off + Down Payment + Taxes
Jump On Demand - Taxes and full Price of device are rolled into a monthly payment and you can Upgrade 3 times per year
Click to expand...
Click to collapse
Your jump 1 description is wrong, you don't have to pay 50% of the device off. I just jumped to the note 7 from the HTC 10 and they paid off the $594 I had left on the HTC 10.
Sent from my SM-N930T using Tapatalk

I think there is a lot of confusion. I called regular Customer service and they told me to go to the store and that they couldn't do anything. I went to the store and they wanted me to do an exchange. I clicked on the link T-Mobile sent in an email and it instructed that I could call a too free number so I did. They immediately initiated an order for a S7 edge loaner to be shipped overnight. I had to sign an EIP but was instructed that all I would receive a credit on my bill for the EIP charge until the new Notes come in. When they come in, I will be offered the option to keep the phone and have my lease payments credited to the EIP or I could exchange it and the Note 7 for a new Note 7. I was told to power down the Note 7 and wait for further instructions. The rep told me that more than likely if the new phones come in soon, I will return both phones in the exchange and if it takes a while they will send me an email instructing me how to return it. There was no charge.
Problem is that stores are treated separate. I have heard other stories that some people are only being offered J series phones at the stores. Problem is that this is a mess and give the Tmobile a break. It's a Samsung problem and the US carriers are not receiving info or distributing info fast enough. It is a priority to get the phones returned. Bottom line is that any problem this serious is going to cause confusion.
Be patient and if you don't like it go to another carrier. It's your right.

Sadly this note 7 fiasco just brought out the bad in Tmobile reps and store associates.

Lancerz said:
Your jump 1 description is wrong, you don't have to pay 50% of the device off. I just jumped to the note 7 from the HTC 10 and they paid off the $594 I had left on the HTC 10.
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Click to expand...
Click to collapse
You're Correct. I used strikethrough as this was inaccurate information.

yea i called and there exchange sounds like crap so i didnt do it.
If my phone blows up ill be sad but ill also sue samsung.
They really messed up and this program doesnt work like it should.
I wouldnt trade my phone in for a s7 edge which i just had and they took in the jump program. Only owe like $100 on it. So that would mean me losing money and having to pay full price for a phone i already had.
So i am keeping my phone and when they get new notes in. Ill walk in there and hand them my old one and get a new one free of charge. IF it doesnt go down like then there will be problems.

Hi everyone. New to the forum and wanted to put in my 2 cents. I went ahead and called T-Mobile for a loaner phone. And this is the general details:
Choose any phone you want for loaner phone.
They will overnight NEW loaner phone free of charge.
No charge for use of loaner phone and they will stop billing for the note 7.
Keep the the defective note 7.
Once new note 7 is in stock you bring in loaner phone and defective note 7 for exchange for new note 7.
Easy process.
Do not and I repeat do not do this in a T-Mobile store. They will mess everything up. Call customer service.

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Should be charged for nothing. This is why I was upset. Also, the guy laughed at me when I asked for compensation for the case I bought from Amazon. No where have they said that the accessories need to be purchased thru tmobile, just that they will refund all accessories bought for the device.
Sent from my SM-N930T using Tapatalk

garymachete said:
Should be charged for nothing. This is why I was upset. Also, the guy laughed at me when I asked for compensation for the case I bought from Amazon. No where have they said that the accessories need to be purchased thru tmobile, just that they will refund all accessories bought for the device.
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Based on the wording you are correct. They are assuming you paid the T-Mobile Accessory price

fishfinder333 said:
Hi everyone. New to the forum and wanted to put in my 2 cents. I went ahead and called T-Mobile for a loaner phone. And this is the general details:
Choose any phone you want for loaner phone.
They will overnight NEW loaner phone free of charge.
No charge for use of loaner phone and they will stop billing for the note 7.
Keep the the defective note 7.
Once new note 7 is in stock you bring in loaner phone and defective note 7 for exchange for new note 7.
Easy process.
Do not and I repeat do not do this in a T-Mobile store. They will mess everything up. Call customer service.
Click to expand...
Click to collapse
That has not been my experience and I've been on Twitter with them all day.
1. I went to the local T-Mobile store Sunday inquiring about a loaner. They said I needed to call Customer Service.
2. I called Customer Service on Monday. They said the store was wrong but she'd order me a new phone. After repeatedly telling the agent I wanted a S7 Edge, she drew the EIP up for a S7. I was told by the agent there would be a confirmation email.
3. I got on Twitter this morning after I had not received the confirmation email. Four and a half hours later they found the contact information. The sent me an EIP to be electronically signed.
4. Before I signed the EIP, I had asked to make sure the phone they'd send me would be a S7 Edge.
5. They asked me if I had signed the EIP. I thought that was part of the process and signed. They then told me I'd be stuck with the S7 since somehow they can't tear up electronic forms.
6. I sent them several long missives detailing my tale of woe. I also told them... nicely... to shove their S7 up their ass and that I'd roll the dice with the Note 7.
7. Nine hours later, I'm still waiting for their next move. If they don't come off a S7 Edge, I'll wait for the replacement phone they expect in a week or so.
8. I would be on the hook for paying for the S7 and the Note 7 unless I turned in the Note 7 for full credit.
Update: They are shipping a S7 to my house tomorrow. I told them I would return it immediately. If there was another option, I'd cut T-Mobile loose in a New York minute. The trouble is, they're all whores.
Update 2: The S7 didn't ship. Back on Twitter. After an hour, they told me they would overnight a S7 Edge and to refuse the S7. I told them I work for a living and that my apartment complex signs for deliveries at the office. I couldn't ask them to figure out which one to refuse. Their next move was to ask me to call the "temporary device support line." Out came the snark. I explained yet again how I had spent 45 minutes in the store, 30 minutes on the phone, nine hours on Twitter and now they wanted me to spend god only knows how long on hold. That apparently got someone's attention.
The semi final result? They would follow the tracking on the S7 and put a call back on it. They would overnight a S7 Edge. They would issue a $50 credit to my account and I would pay nothing for either the S7 Edge or the Note 7. I won't have to go to the store until replacement Note 7s are issued.

Screen replacement options/Assurnant insurance experience

so I have a black s7 edge (t mobile variant) and I have a cracked screen/ good lcd. so I claimed through the assurance insurance that t mobile provides, paid the 175 deductible, then my replacement shows up a day later. now my issue is that the phone is titanium. the other issue is that the phone doesn't even power up or charge. i called the company stated that i have a BLACK phone not TITANIUM and that the the phone doesn't even turn on/charge. they said they can't guarantee the color and would send me another replacement phone after they receive the first replacement phone back. I told them they also better send a black one this time and that there is no reason why they cant get me a black one being the phone is only 7-8 months old. Now if the device was a year and half plus old, then ya i'll take what i can get. my question is has anyone else had this issue with Assurant about a color and did you resolve it? also if they send me another titanium/gold device, i'm calling them up and demanding a refund so i can put the funds towards a screen replacement which leads to my 2nd question. How much did you guys pay for a screen replacement and where did you go? I can also do the repair myself but I'm having a hard time finding parts.

Before you demand anything, you should look into the warranty terms. If it does state that a device can be of any color and you end up with a gold, or pink, or whatever device, then you are still SOL. Then it would be your fault for paying for the warranty without reading the terms, and your demands and threats aren't going to get you anywhere.
And before you tell me that my post isn't helpful, read it again, as it is quite helpful. If the terms state that you will get an identical device, they can be taken to small claims court. And they aren't going to deal with that, so a simple threat can get you what you want. However, if they don't give you any assurances about color, and you get a different color, demanding or threatening them to get the black phone will result in them telling you to pound sand.
And lastly, I find phone colors to be silly. Who gives a crap what color your phone is? Well, besides Apple users who lose their minds when they released a color that is slightly blacker than the previous black. When you get a working phone, be happy and move on with your life.

The terms actually says they will replace it with a refurbished or new device at their leisure, no guarantees on anything, no mention of colour either, though in my experience I've gotten the same colour as my current s7e, but once had an issue with them replacing a sony z3 with a samsung s5, which is complete garbage compared to the z3, but t-mobile gave me $100 towards a new device when I took the issue up with them, all goody.

The terms dictates that they can replace the phone with any compatible devices. If they offer you a lesser device then you can argue. Getting the same phone with a different color, I don't think you can do anything about that.
They probably don't make the black one anymore. I have issue with mine and going through t-mobile exchange warranty, the wait time is 29 days for Samsung to ship the black one to the store.
My other line, I have recently received a silver S7e from PHP. It works fine and in perfect condition.

Well I would never take this to small claims court and I did read the contract lol. This is also samsungs top phone out right now and it's not even a year old so there shouldn't be any reason why they don't stock my color. I even told them I would wait until they stocked it. Am I being picky about the color, yes I sure am but I recently bought the phone and trusted to mobiles insurance that they offer which is mediocre at best. I also talked them yesterday on the phone and they said of if I wasn't happy to send the replacement back and I'll be refunded. They only thing I'll lose out on is 10 dollars from one months of payment. I just think that t mobile could get a better insurance company than this. Veriron always shipped me the EXACT phone that I as paying insurance for. Like I stated before of the phone was older then I would be more understanding of why I couldn't get the exact same phone. For example what if I had the oylimpic/batman edition S7e??? Getting a gold phone that's worth half the price is acceptable? Plus on swappa the black variant is worth more.

black96ss said:
For example what if I had the oylimpic/batman edition S7e??? Getting a gold phone that's worth half the price is acceptable? Plus on swappa the black variant is worth more.
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Per a poster above, it sounds like they offer any compatible device. They make no guarantees regarding a particular device/color/etc, nor do they promise it to be even the same make or model as the device you are returning. I suppose if for whatever reason you decided to spend double the money on a phone with an exclusive color scheme and nothing else, you may have an argument with the insurance company, but it sounds like their terms are pretty bulletproof as far as minimizing how much they pay out. They would probably laugh at you, and I wouldn't blame them. Perhaps the insurance is crappy, but then again, nobody held a gun to your head and forced you to buy it. The terms were always right in front of you. So if you actually did read (and fully understand) the contract, I imagine you wouldn't be here complaining that they sent you the wrong color. Yes, you deserve a working device, and it sounds like that's as far as the insurance goes. I will also introduce you to the concept of depreciation. Whether you buy a car or a phone, the value drops as soon as you take possession of it. If you wreck your brand new car a week after you buy it, you are not going to get the full price that you paid for it, unless you pay extra for a full-value replacement that some insurance plans offer. I will say it is likely the same concept here. If a different color phone is cheaper for them to provide, they will provide the cheaper phone, which they are allowed to do per the contract.
And to the other point, I do believe that T-Mobile no longer offers the black GS7E. I had to exchange my phone under warranty through T-Mobile about a month ago and it took them over 2 weeks to send the black model to the store. And I put the request in when T-Mobile was still carrying the black phone. So it is very much possible that they no longer carry the black device, in which case you are just hoping for left over stock, which may or may not exist.

sputnik767 said:
Per a poster above, it sounds like they offer any compatible device. They make no guarantees regarding a particular device/color/etc, nor do they promise it to be even the same make or model as the device you are returning. I suppose if for whatever reason you decided to spend double the money on a phone with an exclusive color scheme and nothing else, you may have an argument with the insurance company, but it sounds like their terms are pretty bulletproof as far as minimizing how much they pay out. They would probably laugh at you, and I wouldn't blame them. Perhaps the insurance is crappy, but then again, nobody held a gun to your head and forced you to buy it. The terms were always right in front of you. So if you actually did read (and fully understand) the contract, I imagine you wouldn't be here complaining that they sent you the wrong color. Yes, you deserve a working device, and it sounds like that's as far as the insurance goes. I will also introduce you to the concept of depreciation. Whether you buy a car or a phone, the value drops as soon as you take possession of it. If you wreck your brand new car a week after you buy it, you are not going to get the full price that you paid for it, unless you pay extra for a full-value replacement that some insurance plans offer. I will say it is likely the same concept here. If a different color phone is cheaper for them to provide, they will provide the cheaper phone, which they are allowed to do per the contract.
And to the other point, I do believe that T-Mobile no longer offers the black GS7E. I had to exchange my phone under warranty through T-Mobile about a month ago and it took them over 2 weeks to send the black model to the store. And I put the request in when T-Mobile was still carrying the black phone. So it is very much possible that they no longer carry the black device, in which case you are just hoping for left over stock, which may or may not exist.
Click to expand...
Click to collapse
I understand fully but I also didn't get laughed at. I was told I would get a refund (which they don't have to do). As far as car insurance they technically don't replace your existing car. They write a check for the value of it. So that's apples to oranges, if that were the case I would be more than happy to receive a check for the value of my device. The device you receive are refurb and not new. So therefore you would if I send my black device in, it would be repaired and re distributed, basically replenishing the stock of the color. Unless they were sending out black phones to people who had gold/silver. In any event, I'm settled because I will be reimbursed if I do not receive what I requested and I'll will have the device repaired.

You received the same phone with Vzw because Asurion has it in stock. Asurion was the last tmo provider too before tmo switched to AS. Their terms are pretty much the same. They can replace your device with the same or equivalent device, or reimburse you.
If you read the terms, $175 tier allows them to replace your device up to $1500 I think. If they don't the exact device instock, you can ask to be reimbursed to purchase a new device. But good luck with that, the last time I tried to replace a Nexus 6P, after a lot of back and forth, they wouldn't pay me. I was offered a S5 before that which I refused because it's not an equivalent device. I finally got the Note 5 as a replacement.
Sent from my SM-G935U using Tapatalk

tengtengvn said:
You received the same phone with Vzw because Asurion has it in stock. Asurion was the last tmo provider too before tmo switched to AS. Their terms are pretty much the same. They can replace your device with the same or equivalent device, or reimburse you.
If you read the terms, $175 tier allows them to replace your device up to $1500 I think. If they don't the exact device instock, you can ask to be reimbursed to purchase a new device. But good luck with that, the last time I tried to replace a Nexus 6P, after a lot of back and forth, they wouldn't pay me. I was offered a S5 before that which I refused because it's not an equivalent device. I finally got the Note 5 as a replacement.
Sent from my SM-G935U using Tapatalk
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Aursion must keep better stock because I didn't have an issue with my note 3 until a year and half after I bought it and was able to get the exact phone. This is my complaint, the s7 edge isn't even that old and they can't get me the same phone? I was also sent a device that doesn't even power up, I don't see that written anywhere on this contract that I would be receiving a brick as a replacement

It's a piece of electronic. It's not rare that a new device is defectived right out of the box.
The insurance replaced device comes with 180 days warranty through t-mobile. Since you have the titanium color now which they actually have in-stock, t-mobile will most likely send you a replacement overnight.
I just came back from a trip to Asia. My phone had charging issue so I stopped by a Samsung customer service center. Since they couldn't help me because my US version phone is incompatible with the part (the screen and the USB port is together in a single part), they told me they haven't received Titanium color screen part from Samsung for awhile and they have been swapping the defective Titanium phone out for a Black phones or give customer a loaner. Quite opposite. Surprisingly since Samsung made most of the Galaxy in that country.
One thing I noticed is the S7 Edge over there does't have the "Gaxaxy S7 Edge" branding on the back cover.
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tengtengvn said:
You received the same phone with Vzw because Asurion has it in stock. Asurion was the last tmo provider too before tmo switched to AS. Their terms are pretty much the same. They can replace your device with the same or equivalent device, or reimburse you.
If you read the terms, $175 tier allows them to replace your device up to $1500 I think. If they don't the exact device instock, you can ask to be reimbursed to purchase a new device. But good luck with that, the last time I tried to replace a Nexus 6P, after a lot of back and forth, they wouldn't pay me. I was offered a S5 before that which I refused because it's not an equivalent device. I finally got the Note 5 as a replacement.
Sent from my SM-G935U using Tapatalk
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Who does tmobile go through, not asurion anymore? and who is AS? I need to make a claim and though it was asurion

vipercoyote said:
Who does tmobile go through, not asurion anymore? and who is AS? I need to make a claim and though it was asurion
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Assurant Solutions
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