Sprint store is screwing me on replacement. Any ideas please

lastson · #1 (**permalink**) 03-11-2009, 07:20 PM

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

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.

pdx77 · #2 (**permalink**) 03-11-2009, 07:22 PM

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

lastson · #3 (**permalink**) 03-11-2009, 07:24 PM

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.

Mattemer · #4 (**permalink**) 03-11-2009, 07:25 PM

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

Skism · #5 (**permalink**) 03-11-2009, 07:29 PM

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

lastson · #6 (**permalink**) 03-11-2009, 07:31 PM

Quote:

Originally Posted by Skism

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

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

Skism · #7 (**permalink**) 03-11-2009, 07:55 PM

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.

lastson · #8 (**permalink**) 03-11-2009, 07:59 PM

Quote:

Originally Posted by Skism

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.

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

**Dr.8820** · #9 (**permalink**) 03-11-2009, 07:59 PM

Quote:

Originally Posted by lastson

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

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.

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

chappy · #10 (**permalink**) 03-11-2009, 08:08 PM

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.