Best Buy bought EVO bricked by OTA update, where to return? Sprint/BestBuy won't take

**lipidfats** · #1 (**permalink**) 07-01-2010, 05:25 PM

So I'm desperately trying to help a friend that bricked his evo with the recent OTA update. Unfortunately, no matter what i tell him, it seems to backfire.

He ordered it from best buy online. He tried to return it to his only local best buy, which doesn't sell sprint phones btw, and they told him to take it to sprint because it's a software issue, not hardware. He then called best buy support and they told him basically the same. Finally, he tried emailing ecare, calling customer support, and taking it to a sprint store - they all told him to take it to best buy because that's where it's from.

So, who should take responsibility? Where the hell does he get an exchange? He's coming from an iPhone and loves the EVO, but he is not getting a good first impression of Sprint/Android support.

He just purchased a week ago, so it's within the return period for both places.

tool2269 · #2 (**permalink**) 07-01-2010, 05:27 PM

edit: sprint is saying to return the phones back to the store they got it from: Some users of Sprint's new EVO 4G Android handset have reported that an over-the-air software update has made their smartphones dumb as doorstops. Sprint has apparently told users whose phones were bricked that they should return the devices to the stores where they were purchased. That may not result in an immediate replacement, however -- the EVO is still in short supply in many markets.
http://www.technewsworld.com/rsstory...wlc=1278019936

Biofall · #3 (**permalink**) 07-01-2010, 05:32 PM

It's within 30 days. Best Buy MUST replace it under their 30 day guarantee. It's a legal thing. I've been having a lot of problems working out who I need to return it too. Sprint declared BB must take care of the problem, then after 30 days, sprint insurance covers software. I've got the separation issue, so I think I'll bring it in to BB, it's just that they don't really have any yet.

Donatom3 · #4 (**permalink**) 07-01-2010, 05:32 PM

You go to a sprint store with a repair center(this is important). They may be able to unbrick it, if not they will replace it, but this is NOT a return. Trust me HTC has provided them with the software to try to unbrick these things.

In case you don't believe me
http://twitter.com/htc/statuses/17438994729
RT @sprint: If the 6/28 update resulted in your EVO not powering up, please go to a Sprint corporate store for help http://bit.ly/a9UqQr
1:17 PM Jun 30th via HootSuite

htc

coolwhip1220 · #5 (**permalink**) 07-01-2010, 05:52 PM

Return it to me and I'll take care of it for ya....

slschmidt76 · #6 (**permalink**) 07-01-2010, 06:40 PM

FYI...Sprint has no way of knowing where you purchased the phone unless you tell them. Just say you purchased the phone from Sprint's website. They have no way to verify if you did or didn't. That way you can take care of the problem at your local Sprint store. I purchase a lot of my phones from Ebay or Craigslist and then after I activate them I take it back to Sprint say there is a problem...and presto! They have always replaced it for me with a brand new one!!!

Donatom3 · #7 (**permalink**) 07-01-2010, 07:00 PM

Quote:

Originally Posted by slschmidt76

FYI...Sprint has no way of knowing where you purchased the phone unless you tell them. Just say you purchased the phone from Sprint's website. They have no way to verify if you did or didn't. That way you can take care of the problem at your local Sprint store. I purchase a lot of my phones from Ebay or Craigslist and then after I activate them I take it back to Sprint say there is a problem...and presto! They have always replaced it for me with a brand new one!!!

They've never once asked me where I have bought my phone. I've never volunteered that info either. I just go into a repair center say why it's not working right give it to them and in 30 minutes they tell me they will have a replacement for me tomorrow.

Bugsy · #8 (**permalink**) 07-01-2010, 07:19 PM

+1 on taking the phone to a repair store. Many of the stores are just franchises and are only able to sell you the device. You know it's a franchise when they get on the phone to make changes to your account and to activate devices. (a lot like Best Buy)

the sprint website will show you which locations are repair/corporate offices.

**lipidfats** · #9 (**permalink**) 07-01-2010, 07:36 PM

ha, some say to take it to best buy while others say to take it to sprint... hmm

**jbearamus** · #10 (**permalink**) 07-01-2010, 07:45 PM

Quote:

Originally Posted by lipidfats

ha, some say to take it to best buy while others say to take it to sprint... hmm

I'd say take it to a sprint store that has a repair center. sprint honors the manufacturer warranty regardless of where it was purchased and since it was a manufactuer caused problem, they'd have to repair/replace it under the manufacturer warranty

wonder why he's getting the run around though? unless he went to a sprint store that didn't have a repair center