Assurion Touch Pro question - Touch Pro CDMA

I purchased a Touch Pro 35 days ago from Sprint. The phone just completely died, and sprint is telling me to contact Assurion for a replacement since the 30 day return period is over.
Does anyone know if Assurion is sending out refurbished or new Touch Pros? Is the Touch Pro so new that refurbs have not actually been made yet?
It would be a shame if I receive a refurbished phone, when just last month I paid alot of money for a new one.
I appreciate any and all replys

the phones that is being sent out is new that is what my replacment was

Who cares?
The truth is with any htc slide phone you get you will end up replacing it at least yearly because they just don't last. They put new casings without scratches, just the internals are refirbs. And when that one wears out it will be time to upgrade anyway.

Asurion will probably tell you to go back to Sprint. You should only be getting a replacement from them if you have a non-warranty issue. If the phone refuses to boot, and there's no signs of damage (outside of normal wear-and-tear), then it's a warranty issue and Sprint should either replace it or send it out to be repaired.
I work as a tech in a Verizon Wireless, and have seen Asurion refuse to replace phones for warranty problems. Their replacements are definitely refurbished, and I've even seen franken-phones come from them (phones built from parts from more than one model of phone!).
I'd suggest calling Sprint again and tell them to get off their butts and honor your warranty.

CmdrThisk said:
Asurion will probably tell you to go back to Sprint. You should only be getting a replacement from them if you have a non-warranty issue. If the phone refuses to boot, and there's no signs of damage (outside of normal wear-and-tear), then it's a warranty issue and Sprint should either replace it or send it out to be repaired.
I work as a tech in a Verizon Wireless, and have seen Asurion refuse to replace phones for warranty problems. Their replacements are definitely refurbished, and I've even seen franken-phones come from them (phones built from parts from more than one model of phone!).
I'd suggest calling Sprint again and tell them to get off their butts and honor your warranty.
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Click to collapse
Sprint often tries to dodge doing the warranty work, but I agree this is probably a warranty issue, that should be handled as such. If Sprint won't do it HTC can be reached directly, the HTC warranty contact information is in the back of the manual that came with your Touch Pro.
But people who have received Touch Pro replacements via Asurion have been getting brand new devices.
I'd press for a warranty replacement, simply because there won't be any deductible involved in warranty repair/replacement.
It's always better to get new instead of refabs. Think of new car versus used car .

Warranty
Verizon warranties their phones for a year if it isnt damaged. As long as its a manufacturer defect i think sprint should warranty it. Ive had HTCs for about 3 years now. The only ones that i had to replace was my Titan when it flew off the trunk of a car. And the ones assurion sent me were junk. the charging ports were out of them. So i made them send me a new one.

I too would contact sprint and ask them to do a warranty replacement. Provided you don't have any water damage etc ... If it just quit working it should be covered. If you damaged it, then contact assurion.

CmdrThisk said:
Asurion will probably tell you to go back to Sprint. You should only be getting a replacement from them if you have a non-warranty issue. If the phone refuses to boot, and there's no signs of damage (outside of normal wear-and-tear), then it's a warranty issue and Sprint should either replace it or send it out to be repaired.
I work as a tech in a Verizon Wireless, and have seen Asurion refuse to replace phones for warranty problems. Their replacements are definitely refurbished, and I've even seen franken-phones come from them (phones built from parts from more than one model of phone!).
I'd suggest calling Sprint again and tell them to get off their butts and honor your warranty.
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Click to collapse
i work as a tech for sprint...he's right...it should be replaced in store if you havent damaged it
he could be living in a non corporate area and that kiosk/dealer/affiliate may not be able to do warranty swaps

Assurion did right by me
Back in January I had to get my Titan replaced after the USB port was damaged. When I called it in to Assurion, I was told that they had no Titans available, "would I mind if they sent me a Touch Pro instead?" Nope, not at all. Paid my $50 deductable and got a shiny brand new TP in the mail 2 days later.
Sorry to hear of the poor experience some of you have reported, but I must say they treated me first class.

NOW's the Time!
SMiLEsCRiES said:
I purchased a Touch Pro 35 days ago from Sprint. The phone just completely died, and sprint is telling me to contact Assurion for a replacement since the 30 day return period is over.
Does anyone know if Assurion is sending out refurbished or new Touch Pros? Is the Touch Pro so new that refurbs have not actually been made yet?
It would be a shame if I receive a refurbished phone, when just last month I paid alot of money for a new one.
I appreciate any and all replys
Click to expand...
Click to collapse
Look good man this is what it comes down to. Call up Asurion before March is up. In April the price for elite phones like our TP, will go from 50, to 100! If your phone so much as flashes a pixel in the wrong way, send it in NOW! Sprint is soo beautiful for this! Because they are changing the terms of the TEP we all get $400 dollar plus phones for $50. They don't only send you a phone and a charger, they send you the whole deal!
I'm using the phone and my reception has skyrocketed from the Mogul! I'VE HAD 450 KB/s TRANSFER RATES WITHOUT 5 BARS! This has, for me, solidified my continuing (once flagging) partnership with Sprint. I love e'm now; probably until I have to talk to a customer service rep, but hey it's not like Verizon, the #1 CDMA supplier (And there is no way in hell I could do GSM with their out of whack version of 3G) is any better, they're actually worse!
Do it now. Don't be caught after the fact having to pay more for what you could have gotten now, for less.

Asurion prices
I sell VZW. And so far we have not been told about any price changes to our deductiples for tier 2 phones. I just actually had mine replaced (due to a cracked screen) with saturday delivery for $50. and there was no notice in the box from asurion either. And they sent me a brand new in the box.

I got my Mogul replaced with a TP a few weeks ago. A letter, or booklet I should say, came from Assurion a few days later. It outlined the new deductibles for pretty much all the high end phones. I don't know where it is and can't remember if it was only Sprint specific. I do know that it had something in there saying to get a complete list of phones go to Sprint's website. That's not to say that it didn't say anything about other carriers. I just don't remember. Either way, sometime in early to mid April, the deductible is going up to $100 for high end Sprint phones.

Related

Took my defective refurb to verizon today...

I cracked my old phone and got a replacement from Asurion, and they sent me a refurb with a bum trackball, which scrolls around the screen and doesnt even go down (sucks, i cant root it now without a modded recovery).
The guy at the Verizon store said i had to call Asurion since they issued the phone...
I just got off the phone with Asurion and theyre sending me a new one tomorrow or something, and they refused to give me an upgrade.
If my next one has a problem, what should i do? I refuse to deal with this.
Leave I guess. I got a like new incredible on eBay for a great price and I'm using that to ride out the rest of my contract. Then I'm leaving for Spring or T-Mo.
Sent from my GSBv1.2 using XDA App
This is why I don't use Asurion. I just have BestBuy insurance, which covers absolutely everything that could possibly happen to my phone (my sister has dropped her phone in a stream and thrown it against the wall and their policy covered it, and she got a new phone the first time, and the second time her phone was discontinued so they gave her an upgrade). I'm careful with my phone though, and honestly I thought I'd break it much quicker (I'm very clumsy). I've had my Eris for about 8 months now and nothing has happened to it at all (hardware wise, anyways. I did almost brick it once, but I fixed it rather quickly).
You could ask to speak to the supervisor of the Asurion rep. Chances are that if you express deeply enough of your unhappiness with their poor service, they will probably help you out. Since you have probably paid enough in insurance to buy a newer phone.
Since you got the phone from Asurion, Verizon won't do anything for you now. I haven't had much experience with Asurion, but I believe they would be less inclined to give you a new phone since it's pretty much the only insurance you can get for phones ( I don't know if the Best Buy insurance is available to only phones bought there or not).
You can try talking to a supervisor and might get some luck. It's worth a shot. If not, I don't think there is much else you can do aside from buying a new phone yourself.
Well they sent me another replacement for free this time, and with a working trackball.. i kinda wish they didnt so i could complain again lol. Dont ever work with Asurion, I swear the first refurb they gave me was a chinese copy, it didnt even say HTC on the phone
Nikolai2.1 said:
Well they sent me another replacement for free this time, and with a working trackball.. i kinda wish they didnt so i could complain again lol. Dont ever work with Asurion, I swear the first refurb they gave me was a chinese copy, it didnt even say HTC on the phone
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Click to collapse
I got an Asurion phone and when it broke (the question is when, not if with those) I just called VZW's CS and got them to send me a replacement, never dealt with Asurion after that, and I vow to never do so again.
I broke my first eris, got a replacement from asurion and the soft key lights didn't work so I called back the next morning after getting it and the guy had me do some reset tests and such and that didn't work so he had a brand new eris sent out to me. I got to keep all the extra stuff that came with the replacement, all I had to do was ship back the phone body itself. Guess I made out good since I only paid 50 bucks for the replacement and got a brand new eris out of it along with two new back covers, two batteries, two chargers and an extra 8gig sd card. lol
Asurion is a miserable excuse for an insurance company. It's borderline fraud what they do. I had to replace an old flip phone a few years back and they gave me one whose screen wouldn't shut off when flipped closed, and it would hardly flip closed anyways because there was no spring-action to the flip. It was just one continuous resistance-filled motion.
This is exactly why we dropped insurance on our phones.
I'm considering dropping the insurance. I don't think it's worth the monthly fee, plus the deductible if I have to use it. I've only used it once so far, back on my old flip phone a couple years ago.
roirraW "edor" ehT said:
I'm considering dropping the insurance. I don't think it's worth the monthly fee, plus the deductible if I have to use it. I've only used it once so far, back on my old flip phone a couple years ago.
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Click to collapse
I dropped the asurion insurance, and just have the warranty the entire length of the contract. That way if the ball craps out after a year, im still good
Sent from my GSBv1.5-ERIS using XDA App

Tmo will only warranty replace your Vibrant with Cliq2, Defy or a cheap BB!?

I've been having problem with my mic on my Vibrant, so i called Tmobile to see if they would do anything about sending me a replacement Vibrant, I have a 2 year protection that I am paying $7/month. They told me that Vibrant isn't available anymore, neither is SGS 4G and my ONLY 3 options of replacement would be some crappy blackberry, Defy or Cliq 2.... I told the guy those are all down grades from what I have and that I didn't want any of those and he agreed with me...
Basically I got no where, spoke to the manager that told me the same thing, then I spoke with loyalty department (been with T-mobile for like 7 years) and the best they could offer was was $20 off HTC Amaze...
Anyone else think this is ridiculous and/or have any suggestions on what I should do? I don't think it makes sense that they should downgrade me... if anything if they don't have anything as good, then give me something better.
If anyone else ran into this please let me know what you guys did to get a replacement?
I would either call them back and try to get a galaxy s2 or call samsung directly and use their warranty. The tmobile version of the s2 is called the hercules I believe and samsungs direct warranty only lasts a year
Wow that sux
Sent from my T959 using xda premium
That's crap...let us know how you end up.
I also had a problem with my vibrant with the incoming calls. I called Tmobile to replace my phone with another vibrant under the warranty, instead, they gave me a Htc Sensation .
what?!
Thats ****ed up. I pay the $7 a month too and the first time it was giving me trouble they just sent me a new one and i had to return my defective unit. Thats all. If it ****s up again they better not ask me to downgrade
Try replacing mic I guess
Sent from my SGH-T959 using XDA App
That's exactly what i said! Guy told me to call Monday bc their inventory gets updated then. So I'm going to call them then, but that is still bs, i run 4 businesses, if my customer isn't happy i upgrade them or refund them, not charge them more or downgrade them... I don't understand how that even makes sense. I'm going to try calling them on Monday, but to the those of you guys that are paying for the warranty don't bother, apparently once they run out off the phone you have they might give you a Nokia flip phone if they don't have any more budget Android phones to give out.
I called Samsung but they only have the warranty for 1 year, and you have to send your phone in for 2 Weeks while they work on it. So i guess they want you to use the payphone while you wait..
Sent from my SGH-T959
Wow OP I've also been with tmo for 7years and also paying those ****s the 7 bucks a month too. I don't have any real issues with my vibrant other then well it being a vibrant, I'll be dam if they try to downgrade me to some crap ass phone call those tards back every day tell you get what you want man that sucks. Good luck ill call them and talk **** about me paying 7 bucks to get a downgraded phone tomorrow.
Sent from my SGH-T959 using xda premium
I would actually not mind having a defy, I am into a lot of extreme sports and it would be nice to have a tough smartphone. It would be nice to have a phone that I could keep in my pocket while I am commuting to school on mtb trails instead of in an otterbox in my backpack.
Does anyone know if light bleeding from behind the buttons onto the screen is a warranty issue? It has been happening ever since I got this replacement phone.
The DEFY is just slightly rugged. It's not full on military spec so a case is still recommended. The DEFY is not that bad of a phone though with excellent 3G reception. The CLIQ2 has problems, and a Blackberry.. oh lord. But you do have a Samsung Vibrant - a phone that is over a year old now. What do you expect? Most of the $7.99 is for insurance anyway not the warranty.
First thing I would do is cancel that $7 joke of an insurance policy. They tried that crap on me before with my Behold II and I called corporate and they replaced it with a Vibrant. Then I went online and cancelled $28 worth of insurance (4 phones). If you think about it, total up the insurance money you pay each year and that would be enough to cover at least two GalaxyS 2's ($84x7 years).
Just called them OP. Same story, I'm getting a call back on Wednesday to update my status regarding the Vibrant being in stock. They did however offer me the glaxy S 2 for 50%...$200 for an upgrade! I'm saving that for Nexus Galaxy.
All three of these choices are downgrades. I'm definitely canceling my insurance after this.
fliparsenal said:
Just called them OP. Same story, I'm getting a call back on Wednesday to update my status regarding the Vibrant being in stock. They did however offer me the glaxy S 2 for 50%...$200 for an upgrade! I'm saving that for Nexus Galaxy.
All three of these choices are downgrades. I'm definitely canceling my insurance after this.
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Click to collapse
That's what I am going for, I'll just try to get them do give me 1/2 off the price of upgrade on Amaze or SGS 2, Ill just sell it and pick up a Nexus. Either they do that or give me something that isn't a downgrade! I'll settle for Sensation.
heygrl said:
The DEFY is just slightly rugged. It's not full on military spec so a case is still recommended. The DEFY is not that bad of a phone though with excellent 3G reception. The CLIQ2 has problems, and a Blackberry.. oh lord. But you do have a Samsung Vibrant - a phone that is over a year old now. What do you expect? Most of the $7.99 is for insurance anyway not the warranty.
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Click to collapse
Well be it 1 year or older this makes no difference, when I got the warranty it was in case I needed to replace my phone it was going to be covered for 2 years with something equally as good, if they would have told me they would instead give me a flip phone I would have taken my chances... Defy is a POS, it has slow CPU, smaller screen, 2GB of memory, thinker, worse battery life... I don't think there is a single benefit to this phone except that it will work if I drop it in the toilet.
the battery life is not worse, it's much better, the CPU is not far off from the Vibrant and as far as I'm concerned stock vs stock the DEFY is a better more consistent performer. I would know, I had both. The GPS worked too. If you've never had one I can't even see how you would run off at the mouth about how much of a POS it is.
The age of the phone DOES matter. The value does not INCREASE on a phone. You can't expect to get a major upgrade just because they don't have any more of your phone. Get real. You don't pay *that* much for the extended warranty, and the warranty does not guarantee anything equal or better replacements. Read the fine print.
timafey said:
I've been having problem with my mic on my Vibrant, so i called Tmobile to see if they would do anything about sending me a replacement Vibrant, I have a 2 year protection that I am paying $7/month. They told me that Vibrant isn't available anymore, neither is SGS 4G and my ONLY 3 options of replacement would be some crappy blackberry, Defy or Cliq 2.... I told the guy those are all down grades from what I have and that I didn't want any of those and he agreed with me...
Basically I got no where, spoke to the manager that told me the same thing, then I spoke with loyalty department (been with T-mobile for like 7 years) and the best they could offer was was $20 off HTC Amaze...
Anyone else think this is ridiculous and/or have any suggestions on what I should do? I don't think it makes sense that they should downgrade me... if anything if they don't have anything as good, then give me something better.
If anyone else ran into this please let me know what you guys did to get a replacement?
Click to expand...
Click to collapse
A few things don't make sense.
I'm assuming your Vibrant is out of the 1yr manufacturers warranty, and you are reffering to the $7 a month Assurion insurance.
If you are indeed out of your 1 yr warranty then T-Mobile has no obligation to even offer you anything, not even a downgrade.
Now, if you are trying to resolve the issue by using your Asurion insurance then you shouldn't even be dealing with T-Mobile. T-mobile has no clue what Asurians current inventory is. Assurion claims are done completely seperate from T-mobile. Assurion claims can be filed at the following link:
http://www.phoneclaim.com/t-mobile
Maybe I'm missing something or not understanding. I think the above info I provided is correct but who knows maybe I'm wrong.
SamsungVibrant said:
A few things don't make sense.
I'm assuming your Vibrant is out of the 1yr manufacturers warranty, and you are reffering to the $7 a month Assurion insurance.
If you are indeed out of your 1 yr warranty then T-Mobile has no obligation to even offer you anything, not even a downgrade.
Now, if you are trying to resolve the issue by using your Asurion insurance then you shouldn't even be dealing with T-Mobile. T-mobile has no clue what Asurians current inventory is. Assurion claims are done completely seperate from T-mobile. Assurion claims can be filed at the following link:
http://www.phoneclaim.com/t-mobile
Maybe I'm missing something or not understanding. I think the above info I provided is correct but who knows maybe I'm wrong.
Click to expand...
Click to collapse
The warranty is actually split in 2 parts, one is the damage/stolen warranty that you would have to go through Assurion, the other is an extended warranty that extends the warranty an additional year past the manufacturers 1 year warranty. The idea is if your phone gets screwed up with the fault that isn't yours, Tmobile will replace it.
Here is the link with your options:
http://www.t-mobile.com/shop/addons...umHandsetProtection&tp=Svc_Sub_EqpmntProtnOvw
timafey said:
The warranty is actually split in 2 parts, one is the damage/stolen warranty that you would have to go through Assurion, the other is an extended warranty that extends the warranty an additional year past the manufacturers 1 year warranty. The idea is if your phone gets screwed up with the fault that isn't yours, Tmobile will replace it.
Here is the link with your options:
http://www.t-mobile.com/shop/addons...umHandsetProtection&tp=Svc_Sub_EqpmntProtnOvw
Click to expand...
Click to collapse
Thanks, usefil link. I didn't know you had the option to choose PHP Insurance alone for $4.79. That sounds better than the PHP bundle especially considering T-mobile isn't doing a warranty exchange with a comparable model. What do the terms and conditions say? I would read that in detail, if they have to give you a comparable model then I would fight it.
here is what the fine print says:
3. REPLACEMENT PRODUCTS.
If the identical Covered Product is no longer available, We will replace it with
a product of comparable functionality. In all cases, We will determine product
comparability including functionality at Our sole discretion. Technological
advances and product availability may result in a replacement product with a
lower selling price than the original product.
A replacement product may be either new or refurbished, at Our option. Nonoriginal manufacturer parts may be used in refurbished products.
http://www.phoneclaim.com/documents/T-Mobile/General-Program-Info.pdf
I want them to tell me how Defy and Galaxy S have the same technological functionality...? besides making phone calls I think these 2 are pretty different...
Yea i just dropped my insurrance.....
My screen is shattered and they offered me the same crap.....ill buy another vibrant off craigslist and then when my contract is up.....ill go to sprint and not waiste my money again on the shotty insurrance

Sprint $35 RMA for power issue

Hello,
Just wanted to share my experience with my Evo. First I love this phone. I sit next to an apple guy all day and just laugh and laugh and laugh. But the phone is only amazing when it actually turns on. Starting last Saturday - I experienced power issues, where my phone would just turn off - and would only turn back on if I introduced a power source, AC or USB didn't matter. Then after about 4 of these episodes, my phone just stopped wanting to turn on at all, with our without a power source. Walked into a Sprint retail shop - basically was called a retard for not buying insurance, and was told I was out of luck. I told them that's crap - I've been a sprint customer for 10 years, blabalabla do something or I walk next door to Verizon. So he called his buddy at a Sprint service store. I was informed of a known issue that involved our phones - but no details on what that issue was, either they didn't know or didn't want to say. Anyway, I was told I could RMA my phone for $35 and then add insurance afterwards. Next day - new phone - done. No one knew at sprint, or was willing to admit what the issue actually was.
1. Anyone know what the issue actually is? Sprint claimed "Software", not accepting updates, basically all software. IMO, you need power before your software loads, so how could it be a software issue?
2. If it is indeed a battery discharge issue - I would imagine stripping the phone and replacing the battery should fix it? Is it solved in certain hardware versions?
Never heard of this issue. My EVO 3D was replaced within the first week I had it because the battery died and wouldn't turn back on again being charged or anything. Turned out to be an issue with all of them. Took it into a Sprint store (mind you I have TEP and it was a week old phone) and they just gave me a new one.
I call all my customers retards regardless if they have TEP or not.
Sent from my Genesis that does what Nintendon't
tuscani1821 said:
I call all my customers retards regardless if they have TEP or not.
Sent from my Genesis that does what Nintendon't
Click to expand...
Click to collapse
I call the representatives in the stores retards. For whatever reason, every store that I've been to in Central Florida have people working there that know absolutely nothing about their phones. I made a sale for a representative one time while I was killing some time looking at the phones that were out. All I had to do was amaze the customer with the features of the phone, that's all.
eXplicit815 said:
I call the representatives in the stores retards. For whatever reason, every store that I've been to in Central Florida have people working there that know absolutely nothing about their phones. I made a sale for a representative one time while I was killing some time looking at the phones that were out. All I had to do was amaze the customer with the features of the phone, that's all.
Click to expand...
Click to collapse
That is true. I have to say that most sales representatives don't know squat about phones.
Sent from my Genesis that does what Nintendon't
I also just RMA'ed my first day release EVO 4G LTE due to light leakage from the home button. When I originally brought the phone in to a service store on July 18, the Sprint service tech said it was clearly defective, but I would still have to pay the $35 admin fee for Sprint to process the RMA. I wouldn't have to pay anything if I did it directly through HTC, but it would take up to 2 weeks to get a replacement. So last week I decided to just pay the $35 and have Sprint send me a replacement with the return envelope. However, this time, the tech said that the light leakage was a "cosmetic defect" that doesn't affect the phone performance and he refused to create an rma. I said that was retarded and asked for the manager, who promptly approved the e-ticket to rma the device.
The Sprint store customer service experience at the Greenfield, WI location can be so frustrating. We've been with Sprint forever, so I don't know if it is any better at AT&T or Verizon. But it makes me consider switching.
One of the Evo's in my family was defective upon opening the brand new phone (dead line in the digitizer grid) and they wanted $35 to replace it--absolutely absurd! Sprint's customer service is going down the drain, fast.
zachstanley said:
One of the Evo's in my family was defective upon opening the brand new phone (dead line in the digitizer grid) and they wanted $35 to replace it--absolutely absurd! Sprint's customer service is going down the drain, fast.
Click to expand...
Click to collapse
As in it was not outside of the 14 return period?
It always amuses me to see people who don't get insurance get upset at having to pay for a replacement device....
Sent from my EVO using xda premium
Sprint shouldn't be charging for hardware defects. If you bought it through sprint, you should inform the rep that it is sprints responsibility to replace hardware components that fail. Rep's at stores are night the brightest, they just have to meet their quota per week. I wouldn't go through them. I almost always go through retentions. They are the ones who know what they are doing, and have the power to credit money or perks to your account.
Whenever you have a problem with your phone, be it hardware failure, loss in service, want to upgrade early, replace with a similar model, call retentions first. The number can be found be looking online.
For those who have already paid the $35, you could call retentions and be credited that amount towards your next bill. Just tell them what happened, what you want, and they most likely will be able to help you.
p.s, retentions may ask you to take your phone to a store to have a sales rep look at it and determine if it's damaged from a hardware defect. This usually happens for claims like "my phone is bending" (happened to me). Theyre reasoning is that they want to make sure it's a defect before offering a free replacement. If the sales rep tries to tell you that you have to pay the $35, just tell explain the situation, "retentions just needs someone to determine if its defective, and then they'll replace it for free", and be on your way.
Hope this helps
Cheers
xanthra said:
Hello,
Just wanted to share my experience with my Evo. First I love this phone. I sit next to an apple guy all day and just laugh and laugh and laugh. But the phone is only amazing when it actually turns on. Starting last Saturday - I experienced power issues, where my phone would just turn off - and would only turn back on if I introduced a power source, AC or USB didn't matter. Then after about 4 of these episodes, my phone just stopped wanting to turn on at all, with our without a power source. Walked into a Sprint retail shop - basically was called a retard for not buying insurance, and was told I was out of luck. I told them that's crap - I've been a sprint customer for 10 years, blabalabla do something or I walk next door to Verizon. So he called his buddy at a Sprint service store. I was informed of a known issue that involved our phones - but no details on what that issue was, either they didn't know or didn't want to say. Anyway, I was told I could RMA my phone for $35 and then add insurance afterwards. Next day - new phone - done. No one knew at sprint, or was willing to admit what the issue actually was.
1. Anyone know what the issue actually is? Sprint claimed "Software", not accepting updates, basically all software. IMO, you need power before your software loads, so how could it be a software issue?
2. If it is indeed a battery discharge issue - I would imagine stripping the phone and replacing the battery should fix it? Is it solved in certain hardware versions?
Click to expand...
Click to collapse
That sounds a lot like what happened to my phone. I plugged it into my computer via USB and it basically went totally dead. Difference is, when I took it to a Sprint store, they told me it was a known issue and gave me a new phone.
Wait why the hell is sprint charging for hardware defects? I thought without TEP all hardware defects are supposed to be a free replacement for the first year? This is how it was done for me for the first year without insurance on my OG EVO and touch pro 1.
Sent from my EVO using xda app-developers app
neoshi said:
Wait why the hell is sprint charging for hardware defects? I thought without TEP all hardware defects are supposed to be a free replacement for the first year? This is how it was done for me for the first year without insurance on my OG EVO and touch pro 1.
Sent from my EVO using xda app-developers app
Click to expand...
Click to collapse
its likely just sales reps taking advantage of people
I had to pay 35 without insurance also for a screen defect , had the month for 2 months
I love this. The phone has a one year warranty with sprint. End of story. I'm on EVO number 5 since June and each time I walk in, the sprint nerd says they hope I bought the insurance..I did but quickly remind them there warranty is free and is for one year. After that they talk to there manager , they order me a replacment phone. The last time the manager gave me a new one. Never paid a penny.
Sent from my EVO using Tapatalk 2
The amount of incorrect information in this thread makes it pitiful to call my self a Sprint customer. Without insurance you have to pay the $35 fee to get a phone replaced and fixed if it uses a part. It's not "RMA"ing it either, Sprint has their own in house service and repair program. If you have a hardware defect and you don't want to pay, send it to HTC because that is where your one year warranty is. With HTC. Not Sprint. They are a business, not a soup kitchen. And no, they won't replace your phone for cosmetic defects. Not a soup kitchen. If you have any issues with your phone out of the box, you have that 14 day return and exchange period to get it resolved without cost.
This thread is mostly about people taking responsibility for their own products and realizing everything isn't a handout. $35 for an entire replacement phone, which retails at over $500 is a hell of a deal. In fact, its usually cheaper than actually having the insurance, which is now $11 a month.
The way it has always been done for me with hardware defects with no damage caused by me in the first year (e.g. touch pro slide out keyboard flimsy keyboard ribbon cable, faulty screen on OG EVO) was that I walk into a sprint repair center, they see the problem, request a replacement device, no charge. They always tell me not to worry about fees since they just send it back to manufacturer and it's neither my problem nor Sprint's. I've been doing it like since 07 up until my last case in early 2011. Other folks around xda have been doing it the same exact way, so I'm guessing something has changed recently... which sucks.
Sent from my EVO using xda app-developers app
xanthra said:
Hello,
Just wanted to share my experience with my Evo. First I love this phone. I sit next to an apple guy all day and just laugh and laugh and laugh. But the phone is only amazing when it actually turns on. Starting last Saturday - I experienced power issues, where my phone would just turn off - and would only turn back on if I introduced a power source, AC or USB didn't matter. Then after about 4 of these episodes, my phone just stopped wanting to turn on at all, with our without a power source. Walked into a Sprint retail shop - basically was called a retard for not buying insurance, and was told I was out of luck. I told them that's crap - I've been a sprint customer for 10 years, blabalabla do something or I walk next door to Verizon. So he called his buddy at a Sprint service store. I was informed of a known issue that involved our phones - but no details on what that issue was, either they didn't know or didn't want to say. Anyway, I was told I could RMA my phone for $35 and then add insurance afterwards. Next day - new phone - done. No one knew at sprint, or was willing to admit what the issue actually was.
1. Anyone know what the issue actually is? Sprint claimed "Software", not accepting updates, basically all software. IMO, you need power before your software loads, so how could it be a software issue?
2. If it is indeed a battery discharge issue - I would imagine stripping the phone and replacing the battery should fix it? Is it solved in certain hardware versions?
Click to expand...
Click to collapse
This is exactly what happened to my first Evo LTE about a month after I got it. I ended up getting a replacement from best buy.
Sent from my Xoom using xda premium
For what its worth, I'm on my 4th EVO lte... I do pay the very cheap like 7 or 8 bucks for tep.
First LTE, was bent after a week, called 611, they said go to store, I said no (i repair phones and laptops and TVs) the techs are idiots, and you guys don't have any parts yet.. got new phone via mail 2 days later.
2nd lte, had bleeding light on bottom near home button, same deal when I called 611, same deal, got new phone in 3days.
3rd LTE, bottom left of screen rippled with slight movement, also speaker phone was borked. Again, told 611 their guys were morons and even called to see if they stocked replacement screen and speaker, so same thing, called 611, got new one, this time they on back order.. got sprint replacement in about week and half..
4th is ok, no issues, cept for hboot 1.19 which unless ur incompetent, is no biggie, wow, one simple command line to flash what ever..
Now I did have to argue a bit with phone support , they advised me to call asurion, I said no, its a hardware defect yada yada.. when ever they wernt working with me on phone, I asked what my early termination fee was, then I was shipped a phone..
U just gotta be Stern, not unreasonable with those guys
Sent from my EVO using xda app-developers app
neoshi said:
Wait why the hell is sprint charging for hardware defects? I thought without TEP all hardware defects are supposed to be a free replacement for the first year? This is how it was done for me for the first year without insurance on my OG EVO and touch pro 1.
Sent from my EVO using xda app-developers app
Click to expand...
Click to collapse
Well - in defense of Sprint - I did not buy the phone there. But regardless any retailer should be able to RMA something with a defect - sort of like how car dealerships work. At least they offered the add on insurance since I "activated" a new phone. Now that I think about it - whats the activation cost of new phones lol ... like something around 35...
Nick

[Q] Does anybody else have the Geek Squad protection?

So today, after I just finished rooting my phone, stepped out to have a smoke. I walked and dropped my phone off a wooden stair and into a icicle puddle on an already present soft pile of snow. On the first hit the back flew off and then fell battery side first. It now won't turn on, so would best buy cover this?
My first thought is by protection you mean not letting them touch my phone, then yes
Being serious if their protection covers accidental damage they should be to swap it out no problem. If not and you have insurance on your phone go to a VZW store.
Neither place can tell if you are rooted/unlocked etc when the phone doesn't power up.
Yeah, they should replace it no problem. You'll be without your phone for several days, but that's about the worst of it. I used their plan for a couple of years with my Galaxy Nexus. Was pretty easy to work with.
Do they cover water damage though? I know assurian will not cover the device for water damage. They have those white stickers on battery and inside back of phone. When it gets wet it turns red. Not sure about best buy coverage but wanted to give you a heads up just in case. Sorry to hear about your loss that does suck.
orfius christ said:
So today, after I just finished rooting my phone, stepped out to have a smoke. I walked and dropped my phone off a wooden stair and into a icicle puddle on an already present soft pile of snow. On the first hit the back flew off and then fell battery side first. It now won't turn on, so would best buy cover this?[/QUOTE
I have the geek squad through best buy and I pay 9.99 a month. I had gs3 before this that I bought in august at best buy. They replaced my gs3 twice one after I flashed miui and my phone wouldn't make phone calls or texts and once after the head phone Jack stopped working. Both times they gave me brand new gs3 in store same night they normally send it out and you can get a loaner smart phone for $50 deposit but because refurbished gs3 was on back order they gave me it brand new. Just last week I flashed slim bean 4.2.1 and had the same problem wouldn't make phone calls and after factory reset it was stuck in roaming they couldn't fix it. I told them I had been trying to get Verizon to give me alternate replacement because id been dropping alot of calls and they said because it was gonna be my third replacement and twice it was the sane problem they could give me a credit for $ 699.00 for the full value of the phone and I could pick any phone At best buy so I had them price match Amazon wireless and they have me the note 2 for $699.00 and I just had to start my geek squad program from that date even though I airway payed for this month but I figured it's worth paying for the geek squad twice in one month to get a brand new note 2. So I would say if you have the coverage for 9.99 a month they should definitely replace it. It's just whether or not the on backorder. If the refurbished ones are not on backorder then they ll get you a refurbished in 5 days or so our they can try to fix your phone but that can take 2-3 weeks. ThIs is what they told me before they realized the gs3 was on backorder. How this helps sorry for long explanation. I would definitely recommend geek squad to any one buying a smart phone though because there is no deductible and unlimited claims. Also they told me they don't care if your phone if Is rooted they will still try to fix it or replace it.
Sent from my SCH-I605 using xda app-developers app
Click to expand...
Click to collapse
sean09232 said:
I have the geek squad through best buy and I pay 9.99 a month. I had gs3 before this that I bought in august at best buy. They replaced my gs3 twice one after I flashed miui and my phone wouldn't make phone calls or texts and once after the head phone Jack stopped working. Both times they gave me brand new gs3 in store same night they normally send it out and you can get a loaner smart phone for $50 deposit but because refurbished gs3 was on back order they gave me it brand new. Just last week I flashed slim bean 4.2.1 and had the same problem wouldn't make phone calls and after factory reset it was stuck in roaming they couldn't fix it. I told them I had been trying to get Verizon to give me alternate replacement because id been dropping alot of calls and they said because it was gonna be my third replacement and twice it was the sane problem they could give me a credit for $ 699.00 for the full value of the phone and I could pick any phone At best buy so I had them price match Amazon wireless and they have me the note 2 for $699.00 and I just had to start my geek squad program from that date even though I airway payed for this month but I figured it's worth paying for the geek squad twice in one month to get a brand new note 2. So I would say if you have the coverage for 9.99 a month they should definitely replace it. It's just whether or not the on backorder. If the refurbished ones are not on backorder then they ll get you a refurbished in 5 days or so our they can try to fix your phone but that can take 2-3 weeks. ThIs is what they told me before they realized the gs3 was on backorder. How this helps sorry for long explanation. I would definitely recommend geek squad to any one buying a smart phone though because there is no deductible and unlimited claims.
Sent from my SCH-I605 using xda app-developers app
Click to expand...
Click to collapse
Your experience is a huge exception to the rule. No store here will give you a new phone from their store stock, even if refurbs are unavailable ( it is against Best Buy policy). You simply wait. Is it possible you have connections in the store?
Even with me making a public spectacle of Best Buy's shady Black Tie protection, I didn't get a new phone in-store.
adrynalyne said:
Your experience is a huge exception to the rule. No store here will give you a new phone from their store stock, even if refurbs are unavailable ( it is against Best Buy policy). You simply wait. Is it possible you have connections in the store?
Even with me making a public spectacle of Best Buy's shady Black Tie protection, I didn't get a new phone in-store.
Click to expand...
Click to collapse
No connections at all. The guy asked me do you want to have your phone repaired(2-3 weeks) or do you want a rapid exchange(5 days) I agreed to have phone repaired so I would get the same phone back. He put it in the computer and he said it told him to do rapid exchange then he tried that and it told him to replace it in Store. I had no thoughts of getting a brand new phone it just Happened that way then the 2nd time I didn't mention getting a new one the first time and the same thing happened and it was a different employee. The 3rd time just recently when I got the note 2 I didn't mention any thing about previous new replacements and they offered me another new replacement but i explained the situation with Verizon and wanting an alternate replacement than he told me they could fulfill the plan and give me the credit and that's what I did this time also different employee than 2 previous times. but I definitely don't have connections
Sent from my SCH-I605 using xda app-developers app
It will be covered. You'll have to wait about a week to get it back.
My suggestion is to always either break your phone to the max or damage the phone in away that you can restore to stock so no warranty issues arise.
Sent from my SCH-I605 using xda premium
Rebel908 said:
It will be covered. You'll have to wait about a week to get it back.
My suggestion is to always either break your phone to the max or damage the phone in away that you can restore to stock so no warranty issues arise.
Sent from my SCH-I605 using xda premium
Click to expand...
Click to collapse
Black Tie is separate from the phone warranty. It is insurance, not a warranty.
Travisdroidx2 said:
Do they cover water damage though? I know assurian will not cover the device for water damage.
Click to expand...
Click to collapse
Actually, they do cover water damage.
adrynalyne said:
Black Tie is separate from the phone warranty. It is insurance, not a warranty.
Click to expand...
Click to collapse
I understand that, but from what I have been told voiding the phone warranty would be grounds for not honoring the plan, same reasoning as to why Samsung would not honor the contract
Sent from my SCH-I605 using xda premium
Rebel908 said:
I understand that, but from what I have been told voiding the phone warranty would be grounds for not honoring the plan, same reasoning as to why Samsung would not honor the contract
Sent from my SCH-I605 using xda premium
Click to expand...
Click to collapse
Hogwash on whoever told you that.
The insurance is to cover things not covered by warranty.
For instance, dropping and breaking your phone voids the warranty. Naturally, Black Tie and other insurance comes into play then. If they didn't, that would be grounds for fraud on their part and many lawsuits would ensue.
The only things you need to worry about are what they don't cover according to their TOS.
Travisdroidx2 said:
Do they cover water damage though? I know assurian will not cover the device for water damage. They have those white stickers on battery and inside back of phone. When it gets wet it turns red. Not sure about best buy coverage but wanted to give you a heads up just in case. Sorry to hear about your loss that does suck.
Click to expand...
Click to collapse
Yeah they cover water damage ... its insurance. Like was stated it would open up a major can of worms if they had retarded stipulations.
Having worked for Best Buy Mobile for over 2 years now, I will share what GSP (Geek Squad Protection) means for you.
The plan is allowed only for phones purchased from Best Buy or a non-refurbished like-new iPhone not originally purchased from Best Buy. The plan is phone specific and can cover any phone Best Buy distributes.
Here is what the plan covers and the costs:
Covers:
Water Damage(full submersion and battery replacement)
Accidental damage, broken screen, hardware physicalities etc.
Software malfunctions/defects
Original purchased accessories included in phone packaging including earbuds, charger cable etc.
Unlimited Claims
No deductibles($0)
Loaner Phone coverage(some stores charge $50 deposits).
No commitment, can be cancelled by owner at any desired time
9.99 for smartphones/169.99 for 2 years outright
14.99 for iPhones/269.99 for 2 years outright
5.99 for basic phones/119.99 for 2 years outright
(if an outright plan is purchased, it can still be cancelled and prorated for months used as a refund).
Does not Cover:
Lost or Stolen Items
How it works:
Best Buy goes through a vendor known as Jabil to replace the phones made from service claims. Jabil is a facility that commisions the manufacturers to send parts to the facility to be manufactured back to original state OR send a completely new/already remanufactured device to Best Buy to return to you. The item is not classed "refurbished".
The process for the claim is 2-3 business days.
Exceptions:
If no phones are available on hand to be shipped in for the claim the item may be put on "backorder" where it may take 5-7 business days for it to be received.
If no phones are available and backorder is not an option, you may qualify for a substitute where you can choose an upgraded model of the current phone.
If the phone is not available to be backordered and no substitute exists, it is considered a repair which may take 1-2 weeks to return to the store. (it is the same unit that is sent to be repaired).
If any of these above conditions cannot be fulfilled or produce a working phone for you, Geek Squad "Junks-out" the phone (as stated in a post on the first page of this thread) where you get the full retail value of the phone when purchased to redeem in store on another phone.
I hope this clears up any misconceptions.
srath16 said:
Having worked for Best Buy Mobile for over 2 years now, I will share what GSP (Geek Squad Protection) means for you.
The plan is allowed only for phones purchased from Best Buy or a non-refurbished like-new iPhone not originally purchased from Best Buy. The plan is phone specific and can cover any phone Best Buy distributes.
Here is what the plan covers and the costs:
Covers:
Water Damage(full submersion and battery replacement)
Accidental damage, broken screen, hardware physicalities etc.
Software malfunctions/defects
Original purchased accessories included in phone packaging including earbuds, charger cable etc.
Unlimited Claims
No deductibles($0)
Loaner Phone coverage(some stores charge $50 deposits).
No commitment, can be cancelled by owner at any desired time
9.99 for smartphones/169.99 for 2 years outright
14.99 for iPhones/269.99 for 2 years outright
5.99 for basic phones/119.99 for 2 years outright
(if an outright plan is purchased, it can still be cancelled and prorated for months used as a refund).
Does not Cover:
Lost or Stolen Items
How it works:
Best Buy goes through a vendor known as Jabil to replace the phones made from service claims. Jabil is a facility that commisions the manufacturers to send parts to the facility to be manufactured back to original state OR send a completely new/already remanufactured device to Best Buy to return to you. The item is not classed "refurbished".
The process for the claim is 2-3 business days.
Exceptions:
If no phones are available on hand to be shipped in for the claim the item may be put on "backorder" where it may take 5-7 business days for it to be received.
If no phones are available and backorder is not an option, you may qualify for a substitute where you can choose an upgraded model of the current phone.
If the phone is not available to be backordered and no substitute exists, it is considered a repair which may take 1-2 weeks to return to the store. (it is the same unit that is sent to be repaired).
If any of these above conditions cannot be fulfilled or produce a working phone for you, Geek Squad "Junks-out" the phone (as stated in a post on the first page of this thread) where you get the full retail value of the phone when purchased to redeem in store on another phone.
I hope this clears up any misconceptions.
Click to expand...
Click to collapse
Thanks for clearng that up much appreciated
Sent from my SCH-I605 using xda app-developers app

[Q] Need help with Warranty issue

I managed to crack my screen a while back and i have a not so quick question.
Is it possible to have sprint fix my screen and not send me a refurb unit? When i went into the repair store the "head repair guy" (i don't know what their title is) told me that sprint will NOT repair my phone, and that i had to file a claim with the TEP insurance and get a refurbished EVO lte, which also happens to cost $130. he quickly followed up with the reasoning behind the no-fix is that sprint loses something like $200 when people buy these phones.
I really dont want to be out $130 and i even more so do not want a refurb. I went through 5 OG EVO units in 2 years, all were because of hardware failures, and only the first unit was non-refurbished (and all had very visible wear and tear damage to the screens and bodies, one even had bite marks).
The only other options i see are replacing the screen myself (which voids warranty and i have zero experience in this field making me very uncomfortable doing it) or local repair store (i can only find one place willing to do it but its gonna cost me the same and will probably void sprint warranty anyways).
so ya. there you have it.
Chirstopher said:
I managed to crack my screen a while back and i have a not so quick question.
Is it possible to have sprint fix my screen and not send me a refurb unit? When i went into the repair store the "head repair guy" (i don't know what their title is) told me that sprint will NOT repair my phone, and that i had to file a claim with the TEP insurance and get a refurbished EVO lte, which also happens to cost $130. he quickly followed up with the reasoning behind the no-fix is that sprint loses something like $200 when people buy these phones.
I really dont want to be out $130 and i even more so do not want a refurb. I went through 5 OG EVO units in 2 years, all were because of hardware failures, and only the first unit was non-refurbished (and all had very visible wear and tear damage to the screens and bodies, one even had bite marks).
The only other options i see are replacing the screen myself (which voids warranty and i have zero experience in this field making me very uncomfortable doing it) or local repair store (i can only find one place willing to do it but its gonna cost me the same and will probably void sprint warranty anyways).
so ya. there you have it.
Click to expand...
Click to collapse
i would just pay someone in install the screen im sure there places that do it fairly cheap.. thats what i would do.. cause i wouldnt want to pay the 130$ either
Chirstopher said:
I managed to crack my screen a while back and i have a not so quick question.
Is it possible to have sprint fix my screen and not send me a refurb unit? When i went into the repair store the "head repair guy" (i don't know what their title is) told me that sprint will NOT repair my phone, and that i had to file a claim with the TEP insurance and get a refurbished EVO lte, which also happens to cost $130. he quickly followed up with the reasoning behind the no-fix is that sprint loses something like $200 when people buy these phones.
I really dont want to be out $130 and i even more so do not want a refurb. I went through 5 OG EVO units in 2 years, all were because of hardware failures, and only the first unit was non-refurbished (and all had very visible wear and tear damage to the screens and bodies, one even had bite marks).
The only other options i see are replacing the screen myself (which voids warranty and i have zero experience in this field making me very uncomfortable doing it) or local repair store (i can only find one place willing to do it but its gonna cost me the same and will probably void sprint warranty anyways).
so ya. there you have it.
Click to expand...
Click to collapse
i dont know about sprint's warranty but if you take you phone anywhere else, it will void your warranty with htc. if you are going to have to pay that much to have it fixed, then you may as well send it to htc. that way your warranty will still be valid and they will fix any other issues you may be having that doesnt require changing the main board.
ak074 said:
i dont know about sprint's warranty but if you take you phone anywhere else, it will void your warranty with htc. if you are going to have to pay that much to have it fixed, then you may as well send it to htc. that way your warranty will still be valid and they will fix any other issues you may be having that doesnt require changing the main board.
Click to expand...
Click to collapse
The reason i don't want to have Sprint do the repairs is because they WON'T do the repairs. They will send me a refurbished unit, one that had already been damaged and fixed. I don't want someone else's broken phone.
Chirstopher said:
The reason i don't want to have Sprint do the repairs is because they WON'T do the repairs. They will send me a refurbished unit, one that had already been damaged and fixed. I don't want someone else's broken phone.
Click to expand...
Click to collapse
call htc 866-449-8358 and ask how much it will cost. the price wont be exact, its just an estimate. but you will have a guaranteed 90 days warranty on any repairs that have to be done. i think its around $150ish. i cant remember tho lol
Chirstopher said:
The reason i don't want to have Sprint do the repairs is because they WON'T do the repairs. They will send me a refurbished unit, one that had already been damaged and fixed. I don't want someone else's broken phone.
Click to expand...
Click to collapse
re you sure? On my OG Evo they replaced mg screen 3 times, speaker twice, bezel once and camera lens cover twice. All for free.
Sent from my EVO using xda premium
I would try a different sprint store and see what they say. Make sure its a corporate store and not an affiliate store. It seems to be hit or miss on whether a particular store will replace a cracked screen. By the way, TEP is $150 not $130. You don't always get a refurb from Assurian, I always got a new phone as a replacement.

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