Sprint store is screwing me on replacement. Any ideas please
 

First newb post, love the site. Long time lurker. :headbang:

So I have had the Touch for awhile and decided I really could not live without a keyboard and grabbed a TP. The keyboard is a little loose, this is a slightly used phone. Never been dropped, just once you slide out the keyboard the display is a little loose at the top corner like it wants to slide back down to easy. But I lived with it. Absolutely does not effect the use of the phone. Day ago the screen started to go nuts wouldn't go into landscape when texting, bottom of the screen would be at the top.

So i take it to my local sprint (screwover) store. Wait in line for an hour and get rushed out the door by Ms. Know it all who even though I told her the phone worked fine with the loose keyboard that its the keyboard causing the issues and that its physical damage and i have to go through the ERP program.

I'll be damned if I'm paying 50 bucks to get a refurb when its not physical damage something is wrong with the software/electrical portion of the phone which is covered under the ES&RP side of the TEP program.

Anyone have any ideas on this, I'm so pissed I could scream. Why do I pay 14 total a month for TEP if this is how I get treated when I have an issue.

Re: Sprint store is screwing me on replacement. Any ideas please
 

Try taking your phone to another repair center to see what they say.

Re: Sprint store is screwing me on replacement. Any ideas please
 

Yeah I thought about that. I had my original 700wx I bought online used replaced at another store thats not a "sprint store" but is a repar center for free not bull**** 50 dollar charge. It wouldn't charge. I have to see if they are still in business this was 2 years ago. Crossing my fingers.

Re: Sprint store is screwing me on replacement. Any ideas please
 

Another store is a good idea... and don't hesitate to call into customer service and complain.

Re: Sprint store is screwing me on replacement. Any ideas please
 

Had a similar issue. The Sprint Store wouldn't justify why they wouldn't change the phone. I called Sprint the same night and told them what was going on. They are sending me a new one. This actually happened last night. Give Sprint a call... ASAP

Re: Sprint store is screwing me on replacement. Any ideas please
 

Did you just call into regular customer service or to a different line? Also did you have the phone activated when you called in. I re-activated my touch online so i had a phone to use while the other one is down (use my phone for my IT business)

Thanks for all the replies everyone

Re: Sprint store is screwing me on replacement. Any ideas please
 

I called regular customer service and chose technical support --> phone not working. Takes you directly to advance technical support. My phone was activated when I called them. Not sure if it would make a difference, but I suppose it would. Do you have insurance on it? They might try and beat around the bush if you don't.

Re: Sprint store is screwing me on replacement. Any ideas please
 

I have the TEP program 7 bucks a month covers all my equipment. Ill just reactivate it before i call. Thanks man.

Re: Sprint store is screwing me on replacement. Any ideas please
 

first off, welcome to the battlefield soldier! i want you to check this thread out because it might give you a good starting point http://forum.ppcgeeks.com/showthread.php?t=60371

Re: Sprint store is screwing me on replacement. Any ideas please
 

You can make ESRP claims online now. Go that route. Just make sure something is really wrong with the phone, cause they do inspect them, and they will charge your account if no trouble is found.

Or don't be a sissy next time and stand your ground. You pay for coverage on your device, and you want them to explain why it's physically damaged. I won't tell a customer their phone isn't covered unless it's beyond a shadow of a doubt, and I feel confident that I can easily explain and show it to them (or one of the reps can).

I'm not advocating throwing a fit, or getting loud or anything of that nature. Be cool, tell them you would like an explanation of why it's not covered.

Re: Sprint store is screwing me on replacement. Any ideas please
 

Reason i rolled out was because I have a short fuse when it comes to situations like this. Store was FULL and they only had 2 people working so im sure thats why i got the rush job and brushed off.

Phone is wacky. I actually got it to hard reset today again, 5th time and its still doing the same ****. I even wiggled the keyboard with it closed to see if it caused anything and nada. Just will sit there on the desk, then either go blank or just wig out weird colors then go blank.

I'm going to look into the online ESRP Chappy thanks man. Even though im a sissy :mrgreen:

Re: Sprint store is screwing me on replacement. Any ideas please
 

This sounds like the rare manufacturing defect. Some of the phones are defective in their construction and have what can be described as a "loose key board when open or sliding". Well that defect eventually wears down the ribbon cable from the mainboard to LCD (hence the crazy lines on your screen!).

Tell them you read about the issue online and push the issue.

Re: Sprint store is screwing me on replacement. Any ideas please
 

Makes perfect sense. Was going to go chappys route but I'm worried that they will consider this physical damage and charge me the 50 bucks.

Re: Sprint store is screwing me on replacement. Any ideas please
 

you can call advanced tech support at 1-877-654-9111 option 2. Tier 2 tech support direct number. :) Hope this helps.

Re: Sprint store is screwing me on replacement. Any ideas please
 

last, if it's alot of physical damage then you might have to pay. but i would try another service center first. what's your build date?( you can check this by going to your phone pad and dial ##786# or ##778#) then scroll down a little and you'll see it.(manufacture date)

Re: Sprint store is screwing me on replacement. Any ideas please
 

your not getting screwed out of anything.. TEP isnt refusing you anything.. a sprint store is..

my keyboard just died last week.. i called tech supp on my way to sprint store, he sent me a NIB just like that.. i didnt have to goto store,didnt have to call asurion, and for damn sure didnt have to pay 50 bucks lol..

call sprint tech, tell em keyboard just died, and see if u get my result..

tech said if its after the first 30days, stores arent allowed and will not give replacements instore anymore

Re: Sprint store is screwing me on replacement. Any ideas please
 

honestly it sounds exactly like the same issue the LG Rumor has, which is a manufacture defect, if u go back to that same store, compare ur issue to the lg rumor n that may help u get the right issue across, could have been a misunderstanding, but it really sounds like the rep was just being lazy. ive had to slap some of my reps hands for that. if push comes to shove, get the store manager involved.

Re: Sprint store is screwing me on replacement. Any ideas please
 

crazy, crazy, crazy! what's up my man! did you read his posts? here's a deeper look http://forum.ppcgeeks.com/showthread.php?t=60371

Re: Sprint store is screwing me on replacement. Any ideas please
 

May god strike me down there is no physical damage on this phone lol. Its got slight scuffing from my putting it in my pocket on the chrome screen is pristine and so is everything else. never ever been dropped. Only thing visual wrong is the keyboard is a little loose, the mechanical failure is with the mainboard i think.

Re: Sprint store is screwing me on replacement. Any ideas please
 

Crazy can you verify if that number that Major posted is the number you called. I don't want to deal with level 1 support on this what so ever if at all possible. I have enough time dealing with level 1 support with IBM Servers/PCs and Laptops thats enough to drive a man to drink and do drugs.

Re: Sprint store is screwing me on replacement. Any ideas please
 

did you find the manufacture date?

Re: Sprint store is screwing me on replacement. Any ideas please
 

mr8820 I would if i could get the screen to stay active long enough to check that. ](*,)

Edit: Trying another reset with the stylus. let you know how it goes in a moment

Re: Sprint store is screwing me on replacement. Any ideas please
 

how long have you had it? i'm asking because spork was right on defects and my 1st pro was on halloween. i'm on my 4th and it's alot better than the previous 3.

Re: Sprint store is screwing me on replacement. Any ideas please
 

would this work for your screen problem maybe ?

http://www.mtux.com/

Re: Sprint store is screwing me on replacement. Any ideas please
 

mr got it. born on date is Christmas eve 2008, refurbishment status is no and no date. phone is barely 2 1/2 months old

Re: Sprint store is screwing me on replacement. Any ideas please
 

Btw, option one is for blackberries, option two is for advanced tier 2 tech support. they're normally very good. it's the number my repair center uses all the time. 1-877-654-9111.

Re: Sprint store is screwing me on replacement. Any ideas please
 

i called *2 option 4..just the normal tech supp, nothin special, and i didnt even have time to get upset before he told me i was getting a NIB one..
edit:for grins i checked my build date, feb,9,09.. my babys a newborn pratically lol

Re: Sprint store is screwing me on replacement. Any ideas please
 

I have the phone closed right now. Not even open and it locks up, if i hit the power once to turn the black light off it just "dissolves away" and then i just have a blank black background till i use the port on the bottom to reset 3-4 times till i can see the Touch Pro logo pop up on startup

Re: Sprint store is screwing me on replacement. Any ideas please
 

Major thanks man. One more question (i know i have used the alotted newb amount already lol) do I have to have the phone activated when i call. Im back on my Touch now because I have to have a phone that works for Work. can i call them from my touch or wait till im in office and call after switching the esn's online?

Re: Sprint store is screwing me on replacement. Any ideas please
 

last, go the chappy route first. then let us know what happens. but also call *2 and explain CALMLY what's going on. post your results please.

Re: Sprint store is screwing me on replacement. Any ideas please
 

might have to fork over $50 for deductible as a last resort...you already knew that but if you go that route don't forget the deductible is $100 April 18/19 so cut your losses before that date.

Re: Sprint store is screwing me on replacement. Any ideas please
 

lol...no worries. The phone shouldn't have to be activated when you call, because "it's your business phone" right? (anyone that's ever worked in a service center knows exactly what i'm talking about, right? j/k...lol.) but seriously, that should be okay because as long as they can see that it was active and you have the TEP on your account, you should be able to do it. But if you want to be sure, you can wait till you're in office and swap ESNs then call. Whichever is easiest for you.

Re: Sprint store is screwing me on replacement. Any ideas please
 

My keyboard died sunday, did the self service online, got a NIB TP for free, manuf. date 2/5/09.

Re: Sprint store is screwing me on replacement. Any ideas please
 

Only online i can find is the assurion site where you have to file and pay.

Re: Sprint store is screwing me on replacement. Any ideas please
 

Any chance you have a link for this because all I can find is the Assurion site where you have to file a claim and pay.

Re: Sprint store is screwing me on replacement. Any ideas please
 

2 things, Not just for you, but everyone else.

1) I had the same issue. The screen getting all stupid usually has to do with the ribbon cable behind the screen. When it gets rubbed "raw" it starts to short out and the images on the screen get all fugged up. It drove me nuts. THe only thing you can do is replace it.

2) as I said, I had the same problem. I took it to the local sprint store and asked them for a new phone. They tried to tell me that there was physical damage (and there was - the chrome had a crack in it from the slider stopper - Normal use) and that they wouldnt bother talking to me. That I had to deal with the insurance ****. I told them Hell no... and asked for a manager.

I stood there, and waited 20 effn minutes to see the manager. He came out and looked at me. I started off my conversation just like this.

"Thank you for talking to me. Now before you look at the phone, I want to let you know that I know as much, if not more, about this specific device than anyone on your staff. I have had it before the device even came out for sprint. I know what is right and what is wrong with the device."

Then I handed it to him. As he looked over the phone, i continued -


"You will notice no scratches on the device, or any discoloration or marks on it. The crack in the chrome you see is due to the sliding mecahnism repeatedly hitting the catch on that side of the phone. A common issue with the phone with heavy users."

Immediately he looked at me differently. I was no longer a whiny customer, but someone who knew thier **** and just wanted to be treated fairly. He asked me what the problem was.

"If you look at the screen and then try to do anything, you will notice that the graphics get all garbled up. Its normal on the earlier phone with heavy users. It happens because the ribbn cable in the back gets all fubared up and then the images suffer"

He tells me to wait one moment and then walks to the back. He immediately comes out of the room with a brand new, in the box, TP.

He sets it up and gives it to me. and then he tells me -

"Thank you. Normally people come in here and try to pull a fast one, or just complain and dont know what they are talking about. You were nice, patient, and actually know what is going on. I am glad that you are a Sprint customer."

I thanked him.... and left. Thats how you get stuff taken care of. That or just threaten to blow up the place.

Re: Sprint store is screwing me on replacement. Any ideas please
 

did you see this http://www.nextel.com/en/services/se...r/index.shtml/

Re: Sprint store is screwing me on replacement. Any ideas please
 

And if I had a customer come in to my repair center like that, there would be a thread on it here on PPC Geeks, that's for sure...lol. That is freakin awesome!:headbang::headbang::headbang::headbang::h eadbang:

Re: Sprint store is screwing me on replacement. Any ideas please
 

I would be very willing to try that and having worked on enough laptops with ribbon issues i see that you guys are correct.

The chick was standing beside of the Store manager at the time while he had a cell in his hand and on the phone to customer care dealing with another customer and she just leaned over and said does this look like Physical Damage to you and he DIDNT EVEN FRIGGIN LOOK AT IT :angry7::angry7::angry7::angry7::angry7: and said yeah and that was it. Out the door i went. ](*,)](*,)](*,)

I have had trouble in that store way back when i had my Razr with the reps lying about issues with the phones, only reason i went back was because i was in that area for business today and its actually closest. argghhh!

Re: Sprint store is screwing me on replacement. Any ideas please
 

nice lol! i might use this for my signature!