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-   -   Sprint wants $120 to replace my defective Touch Pro (D-Pad Broken) (http://forum.ppcgeeks.com/htc-touch-pro/69725-sprint-wants-120-replace-my-defective-touch-pro-d-pad-broken.html)

Dr.8820 05-25-2009 09:59 PM

Re: Sprint wants $120 to replace my defective Touch Pro (D-Pad Broken)
 
to the op, i didn't see it but i know it exist. call *2 tomorrow. on a side note, you really only pay the deductable for lost, stolen, or physically damaged phones(including water damage). so they let scratches and things like that go but if it looks like it's been run over by a truck, you'll be charged.

lwrdrchvy2 05-25-2009 10:01 PM

Re: Sprint wants $120 to replace my defective Touch Pro (D-Pad Broken)
 
There have been multiple changes to the way insurance works on repairing/replacing phones. The increase in deductible that everyone refers to of going from $50 to $100 is through Asurion when you have to claim your phone lost/stolen or water damage. The repairs in store used to top out at $55 but now they have began charging the full price for parts when you do not have insurance because they were losing so much money, thats why you were quoted $120. If you have insurance there is no in-store charge. This page has a breakdown...http://www.nextel.com/en/services/se..._service.shtml

Zombie Scott 05-25-2009 10:01 PM

Re: Sprint wants $120 to replace my defective Touch Pro (D-Pad Broken)
 
Why not contact HTC. Don't these phones have a 1 year manufactuer warranty against hardware defects?

lwrdrchvy2 05-25-2009 10:05 PM

Re: Sprint wants $120 to replace my defective Touch Pro (D-Pad Broken)
 
Quote:

Originally Posted by Zombie Scott (Post 935377)
Why not contact HTC. Don't these phones have a 1 year manufactuer warranty against hardware defects?

The phones do have a 1 year warranty but it requires that you send the phone to HTC for their technicians to evaluate and make sure that it was a manufacturer defect which can take up to 2 weeks and most people do not want to be without their phone that long.

Dr.8820 05-25-2009 10:18 PM

Re: Sprint wants $120 to replace my defective Touch Pro (D-Pad Broken)
 
Quote:

Originally Posted by lwrdrchvy2 (Post 935383)
The phones do have a 1 year warranty but it requires that you send the phone to HTC for their technicians to evaluate and make sure that it was a manufacturer defect which can take up to 2 weeks and most people do not want to be without their phone that long.

wasn't there a thread about someone that sent theirs back and htc said it was user error and wanted to charge them for repairs?

Vertigo 05-25-2009 10:33 PM

Re: Sprint wants $120 to replace my defective Touch Pro (D-Pad Broken)
 
Welcome Back to My Sprint

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you might be lucky after all! go sign up for insurance again and wait a few weeks...

lwrdrchvy2 05-25-2009 10:42 PM

Re: Sprint wants $120 to replace my defective Touch Pro (D-Pad Broken)
 
Quote:

Originally Posted by mr8820 (Post 935404)
wasn't there a thread about someone that sent theirs back and htc said it was user error and wanted to charge them for repairs?

I haven't seen that thread but it wouldn't suprise me if that happened.

Dr.8820 05-25-2009 10:44 PM

Re: Sprint wants $120 to replace my defective Touch Pro (D-Pad Broken)
 
Quote:

Originally Posted by lwrdrchvy2 (Post 935462)
I haven't seen that thread but it wouldn't suprise me if that happened.

yeah, it was crazy. i remember reading it and thinking i'm glad i've got tep!

mcw 05-25-2009 11:20 PM

Re: Sprint wants $120 to replace my defective Touch Pro (D-Pad Broken)
 
Quote:

Originally Posted by Zombie Scott (Post 935377)
Why not contact HTC. Don't these phones have a 1 year manufactuer warranty against hardware defects?

I've dealt with this ever since the Mogul - HTC does NOT cover warranty directly for end users with SPRINT service. Your warranty is handled directly by Sprint.

Tell Sprint that the phone is covered under a 1 year manufacturer's warranty, and that they are liable for it. If they tell you otherwise, tell them to call HTC on a 3-way call and that you will gladly wait for confirmation. I've had to do this a few times, and it's annoying, but Sprint is the warranty handler for all Sprint-branded HTC phones, so you should not be charged anything as long as it wasn't something you did.

If you need the HTC technical support number, I can provide that as well - they will tell you that the Sprint-branded phones are covered by Sprint, not HTC. Of course, HTC will gladly accept it for repair, and will charge if they have to, but you might as well not go through that.

lwrdrchvy2 05-26-2009 01:07 AM

Re: Sprint wants $120 to replace my defective Touch Pro (D-Pad Broken)
 
Quote:

Originally Posted by mcw (Post 935525)
I've dealt with this ever since the Mogul - HTC does NOT cover warranty directly for end users with SPRINT service. Your warranty is handled directly by Sprint.

Tell Sprint that the phone is covered under a 1 year manufacturer's warranty, and that they are liable for it. If they tell you otherwise, tell them to call HTC on a 3-way call and that you will gladly wait for confirmation. I've had to do this a few times, and it's annoying, but Sprint is the warranty handler for all Sprint-branded HTC phones, so you should not be charged anything as long as it wasn't something you did.

If you need the HTC technical support number, I can provide that as well - they will tell you that the Sprint-branded phones are covered by Sprint, not HTC. Of course, HTC will gladly accept it for repair, and will charge if they have to, but you might as well not go through that.

I worked in a corporate sprint store that was a service center for 2 years and never heard of this. We constantly referred people to the manufacturer to take advantage of the manufacturer warranty and had cards to provide customers with a list of the manufacturer phone numbers. Sprint is only liable for the 1st 30 days. I did leave the company before HTC started putting phones out without cooperation from UTStarcom or Audiovox, so maybe Sprint and HTC have a different setup but none of the technicians or employees I know have heard of that being the case. It would be so much easier if that was the case but you are the first I have heard of getting manufacturer warranty resolved in store.


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