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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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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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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
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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 $100 for high end Sprint phones.
Anyone have any idea what it takes to replace the glass screen? I broke mine this morning and I am totally ticked off about it. For one, AT$T (with $ sign on purpose) charges 199 for a warranty replacement. I guess I shouldn't say AT&T since it really is the insurance carrier that charges that.
I would think I could get it replaced cheaper than 199. Maybe even buy an Unlocked Titan on the market somewhere?
Any thoughts or ideas?
Thanks,
Rick
You could try HTC direct that way you keep the warranty.
Or take insurance out wait a few weeks then claim
sutt359 said:
You could try HTC direct that way you keep the warranty.
Or take insurance out wait a few weeks then claim
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I called HTC for that very reason, $150 plus shipping and not having my phone for a maximum of 10 days. Tough to do.
I have insurance and I opted to use it. It is my second claim in less than a year so my insurance has been canceled. If I break it again, I will send it to HTC for repair.
The problem with smart phones is that are so darn good that you can't live with out it for 10 days.
The phone it to new for 3rd party repair places, no parts.
Will Sprint handle warranty issues for the first 90 days on the LTE? I am 3 days past the 30 day exchange with Best Buy and they are estimating 30 days to "fix" mine. If I go to Sprint will they honor the 90 day manufacturer warranty and replace or repair it in a more timely manner?
I purchase devices from bestbuy and always have Sprint service them.
Sent from my EVO using Tapatalk 2
Wait. I thought that best buy had adopted a replacement policy with phones that needed repair?
Sent from my EVO using xda premium
Sprint has a 14 day return policy on phones they sold. If there is a manufacture warrenty of 90 day that would have to go through HTC. What's wrong with the phone? A repair store will fix/replace it for $35 as long as it is not broken or liquid damage
Cell phone providers are not like normal retail outlets. If the manufacturer offers a longer warranty, you must go through them, not the carrier.
Just got back from the Sprint Store. have to either go through manufacturer or can leave it with them, if they can duplicate the problem they can order a replacement for $35.00
Tnman7 said:
Will Sprint handle warranty issues for the first 90 days on the LTE? I am 3 days past the 30 day exchange with Best Buy and they are estimating 30 days to "fix" mine. If I go to Sprint will they honor the 90 day manufacturer warranty and replace or repair it in a more timely manner?
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I shattered my screen and took to to Best Buy and I was given 3-5 days, 30 days, and then a couple days. Eventually I dropped it off at a Best Buy Mobile in Portland, they had a NEW phone for me in 22 hours.
What they told me is that there is 2 repair processed. Rapid exchange, when they send out a new or refurb unit the minute the broken phone is put into the system. The other is repair, that is the 3-5 day one, which can take up to 30 days.
So ask them to do a repaid exchange.
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
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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
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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.
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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
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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
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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.
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Actually, they do cover water damage.
adrynalyne said:
Black Tie is separate from the phone warranty. It is insurance, not a warranty.
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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
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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
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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.
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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.
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Click to collapse
Thanks for clearng that up much appreciated
Sent from my SCH-I605 using xda app-developers app
It's been about 2 weeks since my first call to the note 7 recall hotline. I've made 4 calls total and finally on my 3rd attempt I was transferred to support in the US. I was given a ticket # and told that I would have a box shipped to me to return the device and should receive confirmation email from ups when the box was otw to me. I was told 10-14 after they receive the device they would issue me a check for $879.00, the retail price of AT&T variant which I have.
A week had passed and I haven't received any box or email so I called back today. Of course I got the outsourced call center again and had to go threw the whole process of explaining the 3rd party sale threw craigslist, giving imei, color, carrier, etc. She pulled up all my information and informed me that the case was still under review and would be escalated to higher ups. I should receive a call soon and please be patient.
At this point I don't know what to believe. Is my box coming, am I under review, and should I even send them my phone. I do know that the original owner is on the next plan and phone is financed but I have dealt with him on a few occasions and trust he pays his bill. I'm just concerned that I send Samsung my N7 and they run imei and it comes back as financed and I get screwed.
Has anyone else purchased the phone threw a 3rd party and successfully returned it? Or is anyone in the process of getting a refund from Samsung in the form of a check and went threw the hotline process. What's you guys return status or thoughts on my situation with phone being financed and me receiving a full refund at retail value?
I use the phone currently on cricket wireless if that makes any difference.
Answer to your question
The short answer is to have the guy you bought it from to take it in and exchange it at a corporate store ( an actual att store) because if you send it in they will run the EMIE and see that it is under contract with at&t and the oridional purchasser will get the purchase canceled off there att next and any money paid including taxes refunded to them. But they can take it in and exchange it for an S7 edge same phone no pen and the difference will be credited back to there next plan. Plus if you switch to an S7 edge they can get a $100.00 bill credit. I know it stinks but that is the only solution I found for the same issue. Also it has to be done at the store of purchase unless it's not a corporate store, in that case you and them or them can go to a corporate store and get it done. Hope that helps you......
mickey3390 said:
The short answer is to have the guy you bought it from to take it in and exchange it at a corporate store ( an actual att store) because if you send it in they will run the EMIE and see that it is under contract with at&t and the oridional purchasser will get the purchase canceled off there att next and any money paid including taxes refunded to them. But they can take it in and exchange it for an S7 edge same phone no pen and the difference will be credited back to there next plan. Plus if you switch to an S7 edge they can get a $100.00 bill credit. I know it stinks but that is the only solution I found for the same issue. Also it has to be done at the store of purchase unless it's not a corporate store, in that case you and them or them can go to a corporate store and get it done. Hope that helps you......
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I've been offered this option from the seller but unfortunately it's not to my liking lol, I actually traded my financed S7E for an HTC 10 US unlocked, then traded it for the note 7. I feel like I'm going in reverse especially with s8 coming out soon enough. At this point I'm gonna hold out and wait for the call from Samsung and ask them straight up about the whole next plan 3rd party sale and there reimbursement. If all else fails I'll go with him to AT&T and get a V20.
Still using mine for as long as I can.
Sent from the Mars Rover