New Sprint Policy on Broken Screens - Page 2

**lkillen** · #1 (**permalink**) 01-10-2011, 09:02 PM

Last week, a girl at work dropped her phone and broke the screen. She used TEP, paid $100 and got a new phone. When the new phone was three days old, she dropped it and broke the glass. I told her about the $35 deal. She went to Sprint repair and they were going to repair her screen but they did not have her type in stock. So they ordered her a replacement FOR FREE.

Whether this is policy and just good customer relationship, I think it was a good deal.

BTW - I convinced her to order a Ballistics

Sunsparc · #2 (**permalink**) 01-10-2011, 11:45 PM

I guess I'll be the end all of this thread, seeing as I deal with this every day.

1. It is Sprint policy.

2. TEP is a combination of two types of insurance, ESRP and ERP. ESRP is service and repair, ERP is replacement. ESRP covers software troubleshooting, parts repairs, etc. ERP covers everything outside of ESRP, including liquid damage and physical damage to the charging port or motherboard. Asurion handles ERP.

3. If you do not have ESRP or TEP, there is a $35 charge for repairing the phone physically. No charge for software problems (termed as "triage").

4. Shattered Evo screens are covered under ESRP/TEP, no matter how "abused" they look. If there is any other physical or liquid damage outside of the LCD shatter, then it is not covered. An insurance claim through Asurion would have to be made.

5. If the part is in stock at the particular repair location, it can be replaced. Note that there are TWO types of Evo screens. Those made by Sharp and those made by AUO. The repair location may have some of one, but none of the other. Most Evos have AUO screens, though.

6. If the part is not in stock, then they will exchange the device. No charge with TEP/ESRP, $35 with ERP/No TEP.

Any other questions?

tool2269 · #3 (**permalink**) 01-10-2011, 11:57 PM

so.. cancel my tep.. and whenever i have a problem w/ my phone..break the lcd screen...got it

Sunsparc · #4 (**permalink**) 01-11-2011, 12:11 AM

Quote:

Originally Posted by tool2269

so.. cancel my tep.. and whenever i have a problem w/ my phone..break the lcd screen...got it

Forgot to mention that we do check for any other defects, even software related ones such as rooting.

#5 (**permalink**) 01-11-2011, 12:18 AM

Quote:

Originally Posted by Sunsparc

Forgot to mention that we do check for any other defects, even software related ones such as rooting.

I took my rooted phone in to the repair center to have a blown speaker replaced and they didnt say anything to me even after watching virus boot animation lol i guess i got lucky

Sent from my HTC EVO using Tapatalk

tornacl · #6 (**permalink**) 01-11-2011, 01:06 AM

If the screen is " scratched " it's cosmetic.

Now on to the rooting issue - you come in with a " software defect " and it is more than likely gonna be a deductible.

IMHO - if you got a brick due to a failed root - take the high road - admit what ya did ( or failed to do ) if asked then your chances are better for getting help. Can't really say what help because it is up to that particular tech.

I read a post on here that said ( paraphrasing of course ) " Chances are the tech you are talking to is carrying a rooted device in their pocket. ".

Now again ... you mess up take your medicine and fess up - maybe your brick will get de-bricked... lol

tool2269 · #7 (**permalink**) 01-11-2011, 01:42 AM

Quote:

Originally Posted by tornacl

If the screen is " scratched " it's cosmetic.

hence he needs to crack his screen

Sunsparc · #8 (**permalink**) 01-11-2011, 02:57 AM

Quote:

Originally Posted by tornacl

If the screen is " scratched " it's cosmetic.

Now on to the rooting issue - you come in with a " software defect " and it is more than likely gonna be a deductible.

IMHO - if you got a brick due to a failed root - take the high road - admit what ya did ( or failed to do ) if asked then your chances are better for getting help. Can't really say what help because it is up to that particular tech.

I read a post on here that said ( paraphrasing of course ) " Chances are the tech you are talking to is carrying a rooted device in their pocket. ".

Now again ... you mess up take your medicine and fess up - maybe your brick will get de-bricked... lol

Exactly. Two of the three technicians (soon to be all 3) are carrying rooted Evos around at my location, so we know exactly what to look for.

If I come across a rooted device that's having "software issues", I'll kindly fix the issue by either factory resetting or reflashing stock on the phone.

**darren.wlsn1** · #9 (**permalink**) 01-11-2011, 05:12 AM

Quote:

Originally Posted by Sunsparc

Exactly. Two of the three technicians (soon to be all 3) are carrying rooted Evos around at my location, so we know exactly what to look for.

If I come across a rooted device that's having "software issues", I'll kindly fix the issue by either factory resetting or reflashing stock on the phone.

thats a pisser, glad your not at my store.lol

**lkillen** · #10 (**permalink**) 01-11-2011, 11:08 AM

Sprint/HTC has to be aware that we hackes are pushing the envelop is ways that most software designers would be jealous.
As I write, I am paying testers to test my software. I pay them well and all they do is follow a script. I would love to have thousands of testers run my software and use their innovation to advance my product without paying a dime.(actually they pay to do it!)

Sprint is not going to run hackers off anytime soon. We are dilligently working on their next release.