Insurance won't cover cracked screens??? What a crock - Epic 4G General

This is a vent about Sprint TEP which seems like their policy from last year is screwing us over (especially since their rates recently went up), and not my particular visit.
Dropped my phone yesterday and the screen remained intact, and touch works as well. The problem is that the screen is a rainbow of colors and is 100% unreadable.
So I brought it in and she said since the screen isn't cracked and I won't have to pay the deductible, BUT because they don't have the screen they have to order a replacement phone for me. Again, no deductible.
So I asked... The screen needs to be replaced, and you are going to order a complete phone to replace this one and there is no deductible, yet if someone came in with a cracked screen that needed to be replaced there WOULD be a deductible. BOTH PHONES NEED A SCREEN!!!!! Unbelievable. I understand charging a deductible for lost phones, or water damaged phones, since both phones are probably completely unusable and cannot be harvested for parts, but in this case you CAN absolutely get parts from my phone just like you could a cracked screen phone. Big rip off IMO.

If the screen was intact and not evident of damage, I would have fried the board so the power would work. They have to replace faulty errors within the phone.
Sent from my SPH-D700 using XDA

That's why I don't do sprints tep anymore.... third party protection ftw.
Sent From My Sprint Galaxy Nexus via XDA Premium

ÜBER™ said:
That's why I don't do sprints tep anymore.... third party protection ftw.
Sent From My Sprint Galaxy Nexus via XDA Premium
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I like third party insurance, but do you know of a third party that covers everything that TEP does (lost/stolen, water damage, etc.) with overnight shipping, at a similar price etc., etc.????
I like Squaretrade, but they aren't designed to handle claims at the speed that TEP does, nor do they cover lost phones.

Milkman00 said:
I like third party insurance, but do you know of a third party that covers everything that TEP does (lost/stolen, water damage, etc.) with overnight shipping, at a similar price etc., etc.????
I like Squaretrade, but they aren't designed to handle claims at the speed that TEP does, nor do they cover lost phones.
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No idea.. i just got a protection plan from wirefly when i got my Gnex. It was the same price. No deductible and give me a second to get the list of things it covers.
So it doesnt cover water damage... :S but it does cover damage and theft.
What is covered by Device Protection Service?
The entire covered device, original electronic accessories and batteries provided within the manufacturer's box are covered for repair or replacement with no deductible. Each protected device is covered up to the replacement value (the limit of liability) for accidental damage, theft, or malfunction. If a covered item is not available for replacement, you will be offered a model of similar value. Some limitations apply; see What is not covered by Device Protection Service below.
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What is not covered by Device Protection Service?
The following are not covered by Device Protection Service:
Negligent or unsecured loss or unexplained disappearance such as leaving your device unattended or unsecured.
Your SIM card and any additional optional accessories that you buy.
The loss, real or perceived of data, time, financial opportunity, or any other consequence arising from the loss of the use of the wireless device.
Normal wear and tear of the device.
Dishonest or malicious acts by member.
Cosmetic or non-functional damage such as marring, scratching, chipping.
Liquid damage or loss in a body of water.
Pervasive corrosion.
Theft from any premises or vehicle when not reasonably secured (ex vehicle windows and doors must be closed and locked).
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Ok...let me get this straight...you dropped your phone....and you are mad that they are not charging you $100 deductible? I would be doing the dance of joy that you are getting away with that. Clearly they should charge you a deductible due to accidental damage. If it makes you feel better you can donate $100 to me.....lol.
Sent from my SPH-D700 using xda premium

kennyglass123 said:
Ok...let me get this straight...you dropped your phone....and you are mad that they are not charging you $100 deductible? I would be doing the dance of joy that you are getting away with that. Clearly they should charge you a deductible due to accidental damage. If it makes you feel better you can donate $100 to me.....lol.
Sent from my SPH-D700 using xda premium
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No, from what I read, they shouldn't be charging me the deductible since my screen isn't cracked.
My point is, that the difference between my screen being cracked and not being cracked should not be $100. They are going to be able to get the same amount of harvestable parts from my non-cracked screen as they would a cracked screen.
Just seems like TEP is getting in the business of raising rates AND charging deductibles more often. I understand that one or the other could happen, but for both to happen is a ripoff.

TEP has actually slacked off if they are not charging you a deductible for dropping your phone. The girl was being very nice about it and listing it as a screen failure instead of damage from a drop. Accidental damage is accidental damage. Only actual warranty items should not be charged a deductible. So count your blessings that you somehow saved $100.
Sent from my SPH-D700 using xda premium

Milkman00 said:
No, from what I read, they shouldn't be charging me the deductible since my screen isn't cracked.
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The terms aren't cracked or not cracked screen..
it is hardware defect or physical damage
A hardware defect is covered, any sort of damage the USER did is not.
You SHOULD have had to pay the $100 deductible, as the damage was something YOU did, and not a hardware defect in the phone, but you got lucky and got a nice rep.

We seem to be getting our information from different sources. Attached is what I saw.
There is nothing about abuse versus defect. IN FACT, according to the information that I have, they will cover it if there are up to 2 screen cracks that are less than 1 inch long (which I have never seen happen lol).

Milkman00 said:
We seem to be getting our information from different sources. Attached is what I saw.
There is nothing about abuse versus defect. IN FACT, according to the information that I have, they will cover it if there are up to 2 screen cracks that are less than 1 inch long (which I have never seen happen lol).
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mine was 1inch long because it cracked deep into the second layer of the actual screen. i had a black screen with green lines the actual physical crack was less but the inner layer was cut and went across the whole screen.
Scenario: driving around normal, bookbag in the trunk, phone in front of the bookbag pouch; must've hit the trunk lid

Milkman00 said:
We seem to be getting our information from different sources. Attached is what I saw.
There is nothing about abuse versus defect. IN FACT, according to the information that I have, they will cover it if there are up to 2 screen cracks that are less than 1 inch long (which I have never seen happen lol).
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I guess I just don't see your point. It says right on there that a cracked screen is a $100 deductible. Your screen isn't cracked so no deductible. I don't understand your complaint.

shane6374 said:
I guess I just don't see your point. It says right on there that a cracked screen is a $100 deductible. Your screen isn't cracked so no deductible. I don't understand your complaint.
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My complaint is NOT about my particular circumstance.
My complaint is that it is RIDICULOUS for a deductible to be assessed for a cracked screen phone versus a bad screen phone. They are going to be able to harvest the same amount of parts from both phones. It is ridiculous that they charge that for cracked screens.

As stated. Cracked screen is evidence of phsical damage. Physical damage is to be sent to assurion. Fortunatly, they called your damage hardware malfunction or whatever.
Sent from my SPH-D700 using XDA

I see where you going with this... but its a principal thing. She made it look like it was a fault of hardware and you saved $100, lucky. That's it. It does not matter what they can use and save. Its a, If you broke it or its a Samsung issue. They loss more when its their hardware at fault. That phone still cost money and they are in it to make money. FYI, the ONLY thing ever keep is the boards. All referbs get new LCDs and everything else for that matter. It the board fails, the whole phone is trash.
Sent from my SPH-D700 using Tapatalk 2

Got my Epic and insurance at Best Buy, 9.99 a month no deductible and covers everything except lost or stolen. I dropped my phone off a 2 story balcony on to a concrete sidewalk and it wasn't pretty. The phone basically exploded! I gathered what was left of the phone and put it into a zip lock bag and took it to Best Buy. The rep looked at me kinda funny and asked what happened, and I told him. They gave me a nexus s loaner, and 3 days later my refurbished epic came in. Definitely worth the 10 bucks a month IMO.
Sent from my SPH-D700 using XDA

dirtbag1975 said:
Got my Epic and insurance at Best Buy, 9.99 a month no deductible and covers everything except lost or stolen. I dropped my phone off a 2 story balcony on to a concrete sidewalk and it wasn't pretty. The phone basically exploded! I gathered what was left of the phone and put it into a zip lock bag and took it to Best Buy. The rep looked at me kinda funny and asked what happened, and I told him. The gave me a nexus s loaner and 3 days my refurbished epic came in. Definitely worth the 10 bucks a month IMO.
Sent from my SPH-D700 using XDA
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I pay 7 bucks a month for TEP and I lost my phone / someone most likely took it as well. And long story short I called them asked the to stop the service all together free of charge on the line got a claim through asurion 2 days later got a new epic 4g, so I get more coverage not to mention 3 dollars cheapier, so INHO it seems you overpay
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Chances of my phone getting stolen are slim to none. Chances of my phone getting damage are highly likely. There are no limits on how many time it can be replaced, and zero deductible. So, to each their own. For me it's been a life saver, and I've never been with out a phone for more than a couple hours which is crucial when you own, and run your own business.
Sent from my SPH-D700 using XDA

dirtbag1975 said:
Chances of my phone getting stolen are slim to none. Chances of my phone getting damage are highly likely. There are no limits on how many time it can be replaced, and zero deductible. So, to each their own. For me it's been a life saver, and I've never been with out a phone for more than a couple hours which is crucial when you own, and run your own business.
Sent from my SPH-D700 using XDA
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Well in that scenario you should have multiple backups
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Some stores have places in the back where techs fix your phone and the sprint I go to replaced my water damaged screen for free and it took about a half hour.
Try to find another store that is looser on their policies.
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Related

Need some opinions on warranty replacement

So, here's my story.
The screen "died" on my Fascinate last Friday (4 days ago). When I took it off charge in the morning (I always charge it overnight), I noticed some discoloration in the center of the screen. Phone was still functional, but I really didn't look into much as I was leaving for work. After about 2 hours, I looked at the phone again and the screen was much worse. It now had an image burned on it and it was getting darker. Touch screen also stopped working about this time. Well, after another hour or two, I couldn't see anything on the screen except for a small bit at the very top of the screen.
I called the Verizon store over lunch and explained what happened, they patched to another tech support guy who had me pull the battery, which helped nothing. So, he put through to overnight me a replacement, which is arriving today. Well, I picked the broken phone this morning which has been powered off all weekend, and when I looked at it in the light I could see the screen underneath is cracked in an arch at the top. I have no idea how it could have happened. I'm very gentle with my phone and have no memory of when such damage could have occurred. This is the first time I noticed it, and you really have to look at it at the right angle to even see it. The glass on top is flawless and the phone shows no other signs of damage.
I'm really not sure what to do at this point. Is Verizon going to notice it and tack the $500 or so onto my bill? Should I call them and explain what happened? I'm pretty sure there's a good chance it will just slip through the cracks when they receive my broken phone, but I guess my conscience is getting the best of me. Anyone have any thoughts on my situation or experienced similar in the past with Verizon?
I'm guessing you have asurion insurance? I believe you can so 2 replacements a year. That being said... You're first replacement came in broken and I wouldn't accept it.
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daavy said:
I'm guessing you have asurion insurance? I believe you can so 2 replacements a year.
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I do not, which is why I was happy when they told me it was a warranty replacement. My heart kind of sunk when I saw the crack
An arch from electrical current? If that's the case maybe call and tell them. Just be sure you don't have water damage.
boostedjti said:
An arch from electrical current? If that's the case maybe call and tell them. Just be sure you don't have water damage.
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Definitely no water damage.
Not an arch from electrical current. The crack is in a arch shape. No idea what the cause was. I'm just afraid once I send it back, they are going to see it and claim abuse and charge me for the replacement. If there's a good chance that could happen, I may want to just send the warranty replacement phone back and replace the screen in my broken phone for $100.
If the crack is under the main screen then i would say it will be covered easily. I had a BB Storm where the screen was fine but the digitizer shattered. Vzw store replaced it without a problem.
Sounds like a manufacturing defect to me . AFAIK your phone has a 1 year manufacturer's (Samsung) warranty so Verizon probably won't care to replace it since the replacement cost won't be coming out of their pocket.
"its cracked?" "it wasnt went i sent it. They must have dropped it in shipping" ive been told works with customer service, its not worth their time arguing with you.
One thing with verizon I have noticed it's they really don't have too much of a conscience when it comes to us customers, so why have one with them. Warranty replace it and claim it must have happened during shipment if they notice. doubt they will argue. I know some people misuse the warranty replacement thing, but apparently you aren't. I forgot to replace the official software bacl on one of my storm replacements (there were 11 total and they were all legit) they didnt even notice. Odds are the screen will get replaced and sent off to another customer and they will be none the wiser

cracked evo screen! ha

dropped my phone from like 3 feet and this is what happened. luckily there is a place here in sac that can replace the glass for $100. i called in and they have the part. hopefully its legit.
saw the same thing happen last night. Kid told me today that sprint insurance doesn't cover screens anymore. Said they won't even look at an EVO if the screen is cracked. Is that true?
The Sprint store here doesn't cover glass screens. Best Buy has their insurance policy and they will cover cracked screens though. My friend just dropped his Evo and it cracked the screen, when he had someone repair it they accidentally punctured the LCD with a piece of the broken glass. He now has a fairly dead Evo, but the guy is willing to replace the parts next week when he gets them in.
It honestly is very easy to repair the digitizer and the LCD screen (Depending on which one you need).
I knew fairly nothing about the phone, I did a little research and bought the "Type 1" LCD screen for the HTC Evo. The connector was too small so I did more searching, I eventually found the right screen at GlobalPartsDirect. (Search google).
It has the Wide Connector that you'll need if you have one of the HDW004/3. I personally would open up the back of the phone and check the connector myself, If i were you.
It's an easy fix, only question, do you have the money to buy two from globalpartsdirect (They only ship in multiples). Then you're golden, plus, you'll have an extra LCD screen to repair your phone if it happens again.
alaman68 said:
saw the same thing happen last night. Kid told me today that sprint insurance doesn't cover screens anymore. Said they won't even look at an EVO if the screen is cracked. Is that true?
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Wait what?? TEP doesn't cover screen glass??
Damn I dropped mine off my lap on concrete from sitting in a car, glass down and not one crack or mark. Got super lucky.
Which place in sac?
Does op not have insurance?
If so take the battery out and report it lost. Your gonna have to pay anyway.
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TEP no longer covers cracks over an inch in length. A small crack can get replaced because it is covered under normal wear.
alaman68 said:
saw the same thing happen last night. Kid told me today that sprint insurance doesn't cover screens anymore. Said they won't even look at an EVO if the screen is cracked. Is that true?
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SilverStone641 said:
Wait what?? TEP doesn't cover screen glass??
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No, they won't even look at it. I was told exactly that by the rep of the repair center I went to. "We are not allowed to even touch the phone if the glass is cracked." They will not fix it. I even offered to buy the parts myself and pay for the labor, and that is when I was told they can't even look/touch it.
tke0834 said:
TEP no longer covers cracks over an inch in length. A small crack can get replaced because it is covered under normal wear.
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Whoever told you that lied to you.
rugedraw said:
No, they won't even look at it. I was told exactly that by the rep of the repair center I went to.
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So then it's NOT "TOTAL equipment protection" It's more like "Equipment we feel like covering, protection"
SilverStone641 said:
So then it's NOT "TOTAL equipment protection" It's more like "Equipment we feel like covering, protection"
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LOL
10char
error629 said:
Does op not have insurance?
If so take the battery out and report it lost. Your gonna have to pay anyway.
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Got to love insurance fraud
Sent from my spaceship!
SilverStone641 said:
So then it's NOT "TOTAL equipment protection" It's more like "Equipment we feel like covering, protection"
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Well, it's total equipment protection in the same sense that a bumper-to-bumper warranty covers your car. If your car's engine takes a crap on you and your car is under warranty, they will fix it. However, if there is a rock on the road and you go over it with your car and crack the oil pan, all the oil leaks out and then your engine gets seized, you wouldn't really take it to the dealer for a warranty repair, would you?
In that case, you would call your car insurance company which is where Asurion comes in.
Gravity is not Sprint's fault. However, I think they should fix the phone if you are willing to pay for it instead of having to find some 3rd party electronics repair shop to do it. If they did, then maybe people wouldn't be committing insurance fraud like DirtyShroomz mentioned.
See, if I drop my phone now again and I call Asurion, they will replace it and then refuse to give me coverage until a year passes by, since you're only allowed two claims per year. If Sprint would have fixed my phone for $100, I would have given them the $100 instead of Asurion and saved the claim for the day I lose it or damage it beyond repair. I think Sprint is actually losing revenue by turning away repair jobs from phones that fall under the "physical damage" category.
Correct, Sprint's coverage has never been accidental. They used to occasionally cover drops, but spills and water damage have always been out of the question. It's the reason I buy my phones at Best Buy. I don't have to wait for a rebate, and I can get 100% accidental (full submersion included) protection on my phone, with a loaner phone if it needs to be sent out. It's 10 bucks a month, but compared to a new phone it's not bad.
That being said, I don't have it on my Evo as I know how to change out LCD panels now.
Assurion covers it.
I called in Friday about a broken screen(the entire piece of glass was shattered) and I got my brand spankin new Evo on Monday
That screen replacement deal was good while it lasted. Had my TP2 screen replaced under TEP before selling ur on here. Well, actually they ordered me a whole other phone, as they had no screens in stock. Too bad they are so whack about it now.
I've seen official policy posted before. It's anything over an inch is not supposed to be repaired. But what the hell is the difference? 1" vs shattered screen, you still replace the same pieces right?
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I always use a rubber. Its kept my phone in great shape.
Cracked mine a couple weeks ago, called insurance and next day had a brand new 004 not a refurb. I was very happy with that. Also they shiped me a battery ,charger and 8gb memory card but just wanted my phone back in return. Not a bad deal .
You don't have to buy in bulk...I have lcd and digitizers for sale together already. I sold one to.crucial on the forum and a back housing to another member
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I have a broken screen as well. Anyone knows where I can send it in for repairs? I am not that good with small parts so I cannot repair it myself.

[FAQ] Sprint Insurance and Warranty

I see a lot of misinformation being thrown around, so I'll just compile this little FAQ on how everything actually works. Feel free to point out anything I've left or any mistakes you think I may have made.
Q: What exactly is "Sprint insurance"?
A: Sprint TEP insurance is a combination of two things, ESRP and ERP. ESRP stands for Equipment Service and Repair Plan. ERP stands for Equipment Replacement Plan.
Q: So what's the difference?
A: ESRP is anything in a Sprint repair location. Including but not limited to part replacement, software updates, and advanced exchanges. Anything software related (such as updates, resets, etc) are always free. If you do not have ESRP or the full TEP, you may be charged $35 to replace a part or exchange the device.
ERP is everything else outside of that, which is handled by Asurion. This includes lost/stolen, liquid damaged, and physically damaged beyond repair. Depending on the type of device, there would be a $50 or $100 deductible to replace it. Usually, the replacement device is overnighted to you.
Q: So about the Evo and it's charging port, what is that covered under?
A: It depends. The technician would have to take it apart and look at it. If the charge port is broken cleanly free from the board, it's a known issue and can be replaced free of charge, even without TEP/ESRP. If the solder joints appear damaged and circuit board is peeled, it is not covered in-store and you would be referred to Asurion for ERP.
Q: Cracked screen?
A: No longer covered under ESRP, as per policy. Referred to Asurion. Sometimes a one-time courtesy screen replacement can be done, but the ESRP/TEP rules also apply in terms of a $35 charge.
Q: But what about warranty?
A: Warranty only applies to one thing in terms of Sprint: Batteries. 1 year after the initial activation of the device, a defective battery may be exchanged. After that one year, the system will not populate a replacement battery. As far as anything else with the actual device, the manufacturer warranty is not honored. If you think your problem would be covered under the warranty, you would have to contact the manufacturer, not Sprint.
Q: I'm paying $7 (soon $8) a month for insurance, why should I have to pay a deductible to get a replacement?
A: It works the same way as car insurance. If you damage your car, they don't just fix it or total it without a deductible. You're getting a "like new" device, for at least half (in terms of the Evo) of the original price. It doesn't matter what price you initially paid for it, you're not paying for a new one. Some times new ones do come, consider yourself lucky if so.
Q: Why does one store tell you one thing, then another store tell you another?
A: Every store is different. Each is bound by policy, called Methods & Procedues. However, there is some flexibility underneath that. Depending on the situation, it also may depend on who exactly you speak to in the store. From my experience, it happens most often with customer care/tech support and corporate retail locations. 3rd party dealers (preferred/co-branded/etc) have a lot stricter guidelines and therefore cannot operate with as much flexibility.
The one thing customers hate the most is the "run around" feeling. I cannot count the numerous times that a customer has called into Care to be told one thing, only to be told no in my store because we simply cannot do that. One good example is "Sure, just go into that store and they'll give you a brand new Evo out of the box". 1. Our store simply cannot do that, at all, period. 2. Care cannot see that the phone is clearly wet, but the expectation has been set that the customer is getting a brand new phone, so we get a bad score.
Again, this is just a FAQ to clear up any misconceptions. This is not pointed at anyone in general, I just hate when people spout off about things they don't understand.
Thanks for the info. This answered a few questions I had been wondering about.
totally, thank you very much
Sunsparc said:
A: It works the same way as car insurance. If you damage your car, they don't just fix it or total it without a deductible. You're getting a "like new" device, for at least half (in terms of the Evo) of the original price. It doesn't matter what price you initially paid for it, you're not paying for a new one. Some times new ones do come, consider yourself lucky if so.
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I have personally only received a new device from Asurion.
mattykinsx said:
I have personally only received a new device from Asurion.
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You are very lucky then as me and almost everybody I know or have read about got refurbs. Some appeared to have been taken in and then reissued without any repairs having been made. Let's hope your luck holds out.
I hope they ship an unopened, in box, hardware 004 model to me. I cracked the screen 10 ways to Sunday the day before yesterday, and I filed an Asurion claim. Funny thing is, I called and my early upgrade was successful, but after paying $100, I am asking myself, do I really want the EVO 3D? Maybe if I get $150 from the buyback program.......neh......who knows.
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Thanks for the info... Makes me really wonder if it is worth it as you can get a used phone for $200 or so. So if on average you dont use this every year, just better to save the 7-8 a month and the 100 deductible and get a used one as seems you can just get a referb anyway.
ALWAYS treated good with the stores..
faithful customer for 13 years..
wi11ie
My Sprint store opened my phone and the charging port was clearly off the board. They told me I'd have to go through Asurion for a replacement.
Had to pay for screen repair 4 months in (sunspots) $35
My 3G borked 3 weeks ago and ordered a replacement $35.
The replacement came in (refurb) with the same sunspot in the same place (appx). Ordered another replacement, checked two days later, no order made....tech in store made another order, came in two days later with the same defect. Rep gave me a NIB 004 on the spot.
After paying $70 for repairs, I ended up ahead by $14 and a brand new phone for the trouble. Now if I had done something out of the normal 'repair' options, a different story all together on cost.
nyne7lac said:
My Sprint store opened my phone and the charging port was clearly off the board. They told me I'd have to go through Asurion for a replacement.
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Cleanly off or were the solder joints broken and circuit board peeled like I mentioned?
Received my replacement from Asurion today. It is brand new, in the box, with all the accessories. And it still has 2.2 Froyo!!
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Sunsparc said:
Cleanly off or were the solder joints broken and circuit board peeled like I mentioned?
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Not sure. The guy opened the phone and the port fell out. He didn't examine it, he just put the phone back together and said I'd have to go through my insurance. The guy didn't seem very helpful and was borderline rude, not the usual friendly sprint rep/tech. He didn't even look up my account info or anything. he just assumed I had insurance (which I do)
That was back in Alabama. I'm in Iowa now...do you think I should try the store here?
nyne7lac said:
Not sure. The guy opened the phone and the port fell out. He didn't examine it, he just put the phone back together and said I'd have to go through my insurance. The guy didn't seem very helpful and was borderline rude, not the usual friendly sprint rep/tech. He didn't even look up my account info or anything. he just assumed I had insurance (which I do)
That was back in Alabama. I'm in Iowa now...do you think I should try the store here?
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Yeah I would definitely try. Worst case scenario, you have to do what's already been said. No harm in trying again.
You are mistaken. When under warranty they will replace it. If they don't it will be 1 phone call away to corporate!
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novanosis85 said:
You are mistaken. When under warranty they will replace it. If they don't it will be 1 phone call away to corporate!
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When under warranty what?
Sunsparc said:
When under warranty what?
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If no actual cosmetic damages then it will be covered and sprint will exchange the phone.
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novanosis85 said:
If no actual cosmetic damages then it will be covered and sprint will exchange the phone.
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Like I said, warranty has nothing to do with it. Sure, Sprint will exchange the phone, but the $35 applies if you don't have insurance. Lost/stolen, liquid and physical damage aside.
Sunsparc said:
Like I said, warranty has nothing to do with it. Sure, Sprint will exchange the phone, but the $35 applies if you don't have insurance. Lost/stolen, liquid and physical damage aside.
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Oh yeah.... so why was I not charged?
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novanosis85 said:
Oh yeah.... so why was I not charged?
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Depends on the issue, as stated in the bit about the charging port.

Can't be anymore dissapointed by sprint.

Took my phone in today cause I can only hear people while I'm talking if I have the speaker on. I get there show them my phone and they say sorry we can't help you because I have the smallest crack in the world on the bottom left of my screen. I even asked if they could just fix it and I would pay and again they said no and that I need to pay 100$ for a replacement. I feel like that is extremly stupid and straight bull fresh out the ass. Sorry for the vent but it just seems like TEP isn't really total equipment protection -_-.
Sent from my SPH-D700 using XDA
Um... did you ask them to replace the screen or did you ask them to fix the earpiece?
What the hell does one have to do with the other?
Sent from my SPH-D700 CM9 ANDROID 4.0.4
Ear piece they said cause of the crack they can't do it
Sent from my SPH-D700 using XDA
CrfEpic4g said:
Ear piece they said cause of the crack they can't do it
Sent from my SPH-D700 using XDA
Click to expand...
Click to collapse
go to a different store i have dumb store near me they have the worst reputation and worst employees.
CrfEpic4g said:
Took my phone in today cause I can only hear people while I'm talking if I have the speaker on. I get there show them my phone and they say sorry we can't help you because I have the smallest crack in the world on the bottom left of my screen. I even asked if they could just fix it and I would pay and again they said no and that I need to pay 100$ for a replacement. I feel like that is extremly stupid and straight bull fresh out the ass. Sorry for the vent but it just seems like TEP isn't really total equipment protection -_-.
Sent from my SPH-D700 using XDA
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Click to collapse
Yep thats sprint for you... they've changed their rules.. i no longer rely on "TEP" i just decided to use third party protection. At least when i got my Gnex i applied for the protection they offer monthly for the same price. No deductible.
That's what I was thinkig
Sent from my SPH-D700 using XDA
ÜBER™ said:
Yep thats sprint for you... they've changed their rules.. i no longer rely on "TEP" i just decided to use third party protection. At least when i got my Gnex i applied for the protection they offer monthly for the same price. No deductible.
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Click to collapse
I'm curious what third party protection you used and how helpful it is in a situation like a damaged speaker or mic -- I had a damaged speaker and Sprint turned it around quickly at the store level which made me somewhat pleased with their service even if the in-store associates were awful (one was standing in the middle of the store and swearing up a store about how ignorant his last customer was and how disinterested he was in talking to them because they weren't buying a new contract). Sadly my mother didn't have the same experience with a cracked screen and actually gave up and just purchased a new Epic for less.
As much as my mother's experience was frustrating I don't know that I put it entirely on Sprint -- at my last job I did some work servicing PCs at a couple AT&T and Verizon stores -- from what I saw all the employees were pretty much the bottom of the sales barrel. They're rude, their conduct is horrible, and they have no customer service skills. They care about the next sale and nothing else.
I've been pretty pessimistic about the level of service in the industry as a whole as a result. If I'm wrong and there's protection plans that are worth it I'd love to hear about it.
-X
Well I believe their policy is to refer all cracked screens to the insurance which you need the $100 deductible. Seeing as you went in for a damaged ear piece. I can see their logic in the matter.
To work on the ear piece they need to take the phone apart. Seeing as the screen is already has a tiny crack. It wouldn't take much to further damage it. Why take the risk?
If they were to break the screen even more in the process of trying to fix the ear piece. Then the customer would blame the sprint store and want a new phone for free.
Seems to be logical for me. But this is just my opinion
Sent from My Epic Ice Cream Sandwich With Sprinkles!!!
I cancelled the TEP about an hour after I got my SERO plan.
- 2 Bunny
CrfEpic4g said:
Took my phone in today cause I can only hear people while I'm talking if I have the speaker on. I get there show them my phone and they say sorry we can't help you because I have the smallest crack in the world on the bottom left of my screen. I even asked if they could just fix it and I would pay and again they said no and that I need to pay 100$ for a replacement. I feel like that is extremly stupid and straight bull fresh out the ass. Sorry for the vent but it just seems like TEP isn't really total equipment protection -_-.
Sent from my SPH-D700 using XDA
Click to expand...
Click to collapse
Try a different store. The store around me replaced the screen for free once after I had water damaged it accidentally, which broke the screen. Idk if they would've had I told them about the water damage, but that shouldn't matter. They also replaced my phone for free when I damaged one of the battery contact things that keeps it in place. I bet most of the stores in the area aren't as nice, but as long as you find one like the one I go to, they'll fix it for you.
Sent from my SPH-D700 using Tapatalk 2
I think its only a matter of time before there are layoffs at sprint. Just my 2 cents
Sent from my SPH-D700 using Tapatalk
Speedin07si said:
Well I believe their policy is to refer all cracked screens to the insurance which you need the $100 deductible. Seeing as you went in for a damaged ear piece. I can see their logic in the matter.
To work on the ear piece they need to take the phone apart. Seeing as the screen is already has a tiny crack. It wouldn't take much to further damage it. Why take the risk?
If they were to break the screen even more in the process of trying to fix the ear piece. Then the customer would blame the sprint store and want a new phone for free.
Seems to be logical for me. But this is just my opinion
Sent from My Epic Ice Cream Sandwich With Sprinkles!!!
Click to expand...
Click to collapse
When my cousin busted his epic the digitizer and glass was intact, the screen underneath was cracked and the corporate sprint repair center told me their policies changed because a repair tech cut his hand on a broken glass. I told him that makes absolutely no sense whatsoever, if anything the tech should have been disciplined for not wearing proper PPE, not take it out on the entire sprint customer base.
He agreed and told me to try a non corporate store
Sent from my Photon 4G via Tapatalk 2
Just gonna throw in my 2c on TEP.. I haven't had it since I've been able to find a used epic on craigslist for 100 bucks. I'm not gonna pay 8$ a month PLUS a hundred dollar deductible to get a refurb.
schnowdapowda said:
Just gonna throw in my 2c on TEP.. I haven't had it since I've been able to find a used epic on craigslist for 100 bucks. I'm not gonna pay 8$ a month PLUS a hundred dollar deductible to get a refurb.
Click to expand...
Click to collapse
I've tried to explain this before but most don't understand what you just wrote
Sent from my SPH-D700 using xda premium
EQUIPMENT PROTECTION Reply
xjayman said:
I've tried to explain this before but most don't understand what you just wrote
Sent from my SPH-D700 using xda premium
Click to expand...
Click to collapse
Exactly. You gamble that the phone has to break within 20 months or whatever, or you loose on the TEP deal (don't remember how much mine was before I cancelled it). Sprint wouldn't have done anything to fix my Epic anyway since the account shows that I'm using a Diamond, *chuckle*.
- 2B
Sprint M&Ps regarding S&R
Provided your handset doesn't have more than 2 cracks on the screen with both cracks no longer than 1" and no other physical damage to the handset, the Sprint TC should have replaced your screen without referring you to Asurion. The TC or LTC need to go into RSP on their PC station and reread the MP&Ps pertaining to S&R. I would escalate to the store's SM and if you don't get resolution from him/her, tell the SM you want to skip his/or her DM and talk directly to the ARD who is right about the DM.
I arrived at my 82 yr old relative's apartment 1/2 hr after some teen girls had 'asked to use the home phone' to report an emergency, they made their fake sos call, + managed to steal the cellphone!..............we reported it stolen + next day at sprint store the sales mgr replaced it w/ a much nicer model at no cost............true story.
Sent from my SPH-D700 using xda premium
sonarchist said:
I arrived at my 82 yr old relative's apartment 1/2 hr after some teen girls had 'asked to use the home phone' to report an emergency, they made their fake sos call, + managed to steal the cellphone!..............we reported it stolen + next day at sprint store the sales mgr replaced it w/ a much nicer model at no cost............true story.
Sent from my SPH-D700 using xda premium
Click to expand...
Click to collapse
Then that means you are blessed with a nice manager lol
Sent from my SPH-D700 using XDA
TEP has always been pretty much useless. Why pay that much monthly and they still charge a deductible, plus you might get a refurb! I've seen good Epics on craigslist for that $100 they want to charge you...
My phone recently got sparkly clean, and broken, in the washing machine.
Cowboom.com has them for $80. They're finishing around $110 on ebay. So, there's 2 options where you'd even have some recourse if the ESN was bad, or whatever.
So, yeah, insurance really only makes sense if you think you'll break something in the time it takes to unbox a top of the line phone, activate it, and get it to your car.
As far as I can tell you're paying almost $200 no matter what, and $300 if you ever use it. You can get a Galaxy S II for $260 right now.
Now, obviously there are some people who it worked out for, so I don't need to hear how you got 15 "free" phones. It's a bad bet for most instances.

Just dropped my S III

Had the phone on my lap on some concrete stairs, got up and it flew down 3-4 steps. I'm so freaking pissed off now! The phone has some pretty nasty chips on the sides and a nice one on the back battery door.
Is there any chance I could somehow replace it with a new one from AT&T? Possibly buy insurance over the phone and exchange it for a new model? Man this sucks. :crying:
Arcadia310 said:
Had the phone on my lap on some concrete stairs, got up and it flew down 3-4 steps. I'm so freaking pissed off now! The phone has some pretty nasty chips on the sides and a nice one on the back battery door.
Is there any chance I could somehow replace it with a new one from AT&T? Possibly buy insurance over the phone and exchange it for a new model? Man this sucks. :crying:
Click to expand...
Click to collapse
I could be wrong, but every time I've bought a new phone in the last couple years they've told me "And you have 30 days to add insurance to the phone from the date of purchase" I would call 611 tomorrow and try to add insurance to the phone to see what happens.
kennonk said:
I could be wrong, but every time I've bought a new phone in the last couple years they've told me "And you have 30 days to add insurance to the phone from the date of purchase" I would call 611 tomorrow and try to add insurance to the phone to see what happens.
Click to expand...
Click to collapse
Thanks. What company does the insurance for AT&T? Since the phone isn't even out yet would it take a while for it to get replaced?
Arcadia310 said:
Had the phone on my lap on some concrete stairs, got up and it flew down 3-4 steps. I'm so freaking pissed off now! The phone has some pretty nasty chips on the sides and a nice one on the back battery door.
Is there any chance I could somehow replace it with a new one from AT&T? Possibly buy insurance over the phone and exchange it for a new model? Man this sucks. :crying:
Click to expand...
Click to collapse
Once you get your baby fixed up, get a good case like a otterbox defender to protect her.
Randomacts said:
Once you get your baby fixed up, get a good case like a otterbox defender to protect her.
Click to expand...
Click to collapse
Definitely! I usually never drop my phones but man, this plastic on the GS III is super delicate. That stuff chips off like no tomorrow. :crying:
I do kinda wanna point out that AT&T's insurance specifically doesn't cover accidents and has ridiculous $199 deductible. I would try for Zagg's or Squaretrade's warranties.
Diviance said:
I do kinda wanna point out that AT&T's insurance specifically doesn't cover accidents and has ridiculous $199 deductible. I would try for Zagg's or Squaretrade's warranties.
Click to expand...
Click to collapse
If it doesn't cover accidents then what the hell does it cover? Lol
Since the phone just came out would those companies even be able to replace the phone?
Listen up dude this is so very important the difference between getting insurance or not do not i repeat do not call in and tell them your phone is broken or your sol you call in add insurance and in a few days call back for a replacement i used to work for att and do exactly what i said or your not considered covered be very careful what you say to them i mean it
twayneo said:
Listen up dude this is so very important the difference between getting insurance or not do not i repeat do not call in and tell them your phone is broken or your sol you call in add insurance and in a few days call back for a replacement i used to work for att and do exactly what i said or your not considered covered be very careful what you say to them i mean it
Click to expand...
Click to collapse
Should I order the insurance through AT&T? From what I've heard their insurance plans are a little shady.
Arcadia310 said:
If it doesn't cover accidents then what the hell does it cover? Lol
Since the phone just came out would those companies even be able to replace the phone?
Click to expand...
Click to collapse
Oh, I will be damned. They changed it since I last sold AT&T phones.
At&t insurance specifically covers "accidental physical or liquid damage and lost or stolen"
Like someone else mentioned, don't tell them you dropped your phone when you call in to add it, and don't file a claim till at least a few more days.
Honestly, don't even file a claim if a case can cover the damages and save your 200 in case something really bad happens. Lol
Sent from my Galaxy Nexus using xda premium
Arcadia310 said:
If it doesn't cover accidents then what the hell does it cover? Lol
Since the phone just came out would those companies even be able to replace the phone?
Click to expand...
Click to collapse
You're SOL bro, its a 199 deductible cuz the S3 is a tier 3 phone according to their insurance if it is covered, and you won't be gettin an S3 back as the replacement since the phone just came out...ATT doesnt take care of the insurance claims its handled by a 3rd party that you can bet doesnt have the S3; the insurance company will replace your phone with whatever comprable phone they have at the time you make your claim if they don't have your specific phone available, you could add Square Trade but its 69.99 for 1 year and its a 50 dollar accidental dmg deductible I believe..besides that your only option currently and the by far the least expensive get a TPU case that covers the whole phone. lastly you could wait a few weeks and buy a new housing for the phone off ebay along with a new battery cover that should cost 30-80 bux...let this be a lesson to those who say I will never get a case...accidents happen at anytime.
Arcadia310 said:
Had the phone on my lap on some concrete stairs, got up and it flew down 3-4 steps. I'm so freaking pissed off now! The phone has some pretty nasty chips on the sides and a nice one on the back battery door.
Is there any chance I could somehow replace it with a new one from AT&T? Possibly buy insurance over the phone and exchange it for a new model? Man this sucks. :crying:
Click to expand...
Click to collapse
I see this so many times. I don't know why people carry a smartphone without any case to protect it and get “pissed" when it falls and gets damaged. Thats what happens when a phone falls on the ground without protection. It either breaks or gets scratched/damaged.
lol And every time they when they don't have insurance they want to run and try to add it. To somehow replace what THEY messed up. What a joke. I have insurance and still put my devices in protective cases.
Sent from my SAMSUNG using Tapatalk 2
If ur screen dont have any demage.dont get insurance. Check ebay and look for whole casing for galaxy s3.samsung phone is very easy to open and replace the whole casing.take about ten min and ur phone will brand new.its about 8 screws.i dropped my galaxy note the first day i got it.i got the casing from ebay for 18 bucks shipped.it looks brand new.as for insurance from att.they use assurion and they suck.i lost my phone few years back and they told me that it was my fault and they could not replace it and it was ****ty nokia n75.
I would just get a squaretrade.com warrranty if I were you dude...
Coverage Details
2 years of coverage: The SquareTrade Smartphone warranty covers your Smartphone for up to 2 years, starting on the date of purchase.
Covered Issues: Both accidents (e.g., broken screen or other damage through drops AND liquid damage including full immersion) and out-of-warranty normal use failures (e.g.,hardware failures or malfunctions) are covered. We do not cover loss, theft, willful damage or damage occurring through gross misuse.
Deductible: A $99 Deductible applies to all claims.
How it works: File a claim online or over the phone. If a replacement is available at the time you make your claim, we will ship it to you as soon as possible via overnight delivery. Or, if your replacement is not available, we'll send you a next-day prepaid shipping label and expedite the repair of your phone. And, if it's easier for you – we're happy to allow you to seek local repair / same day replacement. If SquareTrade is unable to repair or replace your phone, you will get cash back equal to replacement value up to the original coverage amount.
Risks Taker
davidstech11 said:
I see this so many times. I don't know why people carry a smartphone without any case to protect it and get “pissed" when it falls and gets damaged. Thats what happens when a phone falls on the ground without protection. It either breaks or gets scratched/damaged.
lol And every time they when they don't have insurance they want to run and try to add it. To somehow replace what THEY messed up. What a joke. I have insurance and still put my devices in protective cases.
Sent from my SAMSUNG using Tapatalk 2
Click to expand...
Click to collapse
I never bought insurance, case, or skin protector for my captivate. I dropped it a few times on concrete, carpet, hard floors... it has tiny scratches on its side and still works. Getting the phone in and out of your pocket is much easier without a case; although, I don't think I'd be as much of a risk taker with my GS3 as it looks much more delicate!
mintu123 said:
If ur screen dont have any demage.dont get insurance. Check ebay and look for whole casing for galaxy s3.samsung phone is very easy to open and replace the whole casing.take about ten min and ur phone will brand new.its about 8 screws.i dropped my galaxy note the first day i got it.i got the casing from ebay for 18 bucks shipped.it looks brand new.as for insurance from att.they use assurion and they suck.i lost my phone few years back and they told me that it was my fault and they could not replace it and it was ****ty nokia n75.
Click to expand...
Click to collapse
Yeah id look into this, i was about to do it for my s2. Loads of battery doors on ebay too for the scratch in the back
---------- Post added at 09:45 AM ---------- Previous post was at 09:42 AM ----------
http://www.ebay.com/itm/Blue-Frame-Front-Housing-Cover-Bezel-Buttons-For-Samsung-Galaxy-S-3-III-i9300-/251090424411?pt=LH_DefaultDomain_0&hash=item3a7627d25b#ht_1949wt_952
this is a housing on ebay. and try and find a youtube video describing the disassembly or something of an s3. Any s3
---------- Post added at 09:46 AM ---------- Previous post was at 09:45 AM ----------
in saying that a i9300 housing is probably different internally, look for a i747 housing, might be a week or so before one pops up on ebay though
Mentalmuso said:
Yeah id look into this, i was about to do it for my s2. Loads of battery doors on ebay too for the scratch in the back
---------- Post added at 09:45 AM ---------- Previous post was at 09:42 AM ----------
http://www.ebay.com/itm/Blue-Frame-...ultDomain_0&hash=item3a7627d25b#ht_1949wt_952
this is a housing on ebay. and try and find a youtube video describing the disassembly or something of an s3. Any s3
---------- Post added at 09:46 AM ---------- Previous post was at 09:45 AM ----------
in saying that a i9300 housing is probably different internally, look for a i747 housing, might be a week or so before one pops up on ebay though
Click to expand...
Click to collapse
That's just the front cover and home button. If possible I need the band around the phone and the battery door. The front of my phone is fine.
Sent from my SAMSUNG-SGH-I747 using Tapatalk 2
Arcadia310 said:
Had the phone on my lap on some concrete stairs, got up and it flew down 3-4 steps. I'm so freaking pissed off now! The phone has some pretty nasty chips on the sides and a nice one on the back battery door.
Is there any chance I could somehow replace it with a new one from AT&T? Possibly buy insurance over the phone and exchange it for a new model? Man this sucks. :crying:
Click to expand...
Click to collapse
I love that a lot of the posts are telling OP to commit fraud. You didn't have insurance, you damaged your phone, you are responsible. Don't go buy insurance, pretend like nothing is wrong, then some days later make a claim. Own up to your mistake, and take the hit, instead of making everyone else paying for insurance cover your mistake. Go buy a case, fix your phone, and buy insurance if you're still worried you might break it again.
This is one of many reasons insurance (not just for phones) is so high.
ormandj said:
I love that a lot of the posts are telling OP to commit fraud. You didn't have insurance, you damaged your phone, you are responsible. Don't go buy insurance, pretend like nothing is wrong, then some days later make a claim. Own up to your mistake, and take the hit, instead of making everyone else paying for insurance cover your mistake. Go buy a case, fix your phone, and buy insurance if you're still worried you might break it again.
This is one of many reasons insurance (not just for phones) is so high.
Click to expand...
Click to collapse
A typical company wouldn't hesitate to backstab customers if it means higher profits. These companies (AT&T, Verizon, insurance companies etc) charge so much for their services that it's truly unfair to the consumer. Have you seen Verizon's new Internet prices? Truly insane. I'd rather look out for myself than a company's best interest.
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