Sprint Repair

luckyzac · #1 (**permalink**) 03-30-2011, 07:36 PM

Well I just went to the Sprint Store to get my evo fixed...The power port on it is not working unless I wiggle it...After waiting for a half hour they tell me that it is damaged beyond repair because of abuse and the power port is disconnected from the motherboard...This is a refurbished device that I got in December because of the samebissue...But they are now telling me I have to pay the $100 for insurance. Now i have spent hours on the phone getting nowhere with adv tech support and their supervisor. They said there is nothing they can do because the store marked it as damaged beyond repair, even tho the adv tech support swid it was a common issue with the evo.

Anyone else have this issue? I thought sprint customer service had improved...Anyone have any higher ups numbers?

nasa1303 · #2 (**permalink**) 03-30-2011, 08:42 PM

They were rockin for a short period with customer service but it took a nose dive about three months ago and changed a bunch of policies. Just after I renewed my service agreement.

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**KIOWA69** · #3 (**permalink**) 03-30-2011, 09:43 PM

thought that going through assurion was only for lost, water, stolen issues not damage like this, if i was you i would keep asking to escalate the issue further to the next in the chain of command or go to a repair shop and it should be $35 to get it fixed, but paying to get it fixed would be my last option.

***Edit***
do you have TEP? Here is a link to a post that says that if you have TEP that a repair should be free if you pay for TEP, check the post out and even call a repair center and see what they tell you. http://forum.ppcgeeks.com/htc-evo-4g...ml#post2072618

luckyzac · #4 (**permalink**) 03-31-2011, 12:24 AM

Oh, I showed them stuff on their website that said that physical damage even was covered, but the Assistant manager told me that this device is damaged beyond repair, therefore they would not be doing anything for me. I have yet to escalate it to a point where anyone has been able to do shit for me :\

**KIOWA69** · #5 (**permalink**) 03-31-2011, 12:50 AM

well i feel your pain kind of, had a tower out in my area for the last week so i haven't been able to receive calls, texts, or emails, called sprint every other day to see what the deal was and although everyone was nice and tried to help they couldn't do anything about the tower being down, so finally after exactly one week <tonight> i called and got a chic <i thought i was done for>, she said that the problem with the tower was 88% fixed, i said well i must be part of the other 12% that's not fixed, but she actually helped me and got the phone up and running, was surprised she did it, she basically forced a profile update, prl update and reentered my msid and msd and got everything back up and running, so basically just wanted to say that i know how it feels to be frustrated, but keep trying and escalating the issue and it will get fixed, good luck.

luckyzac · #6 (**permalink**) 03-31-2011, 03:36 AM

Quote:

Originally Posted by KIOWA69

well i feel your pain kind of, had a tower out in my area for the last week so i haven't been able to receive calls, texts, or emails, called sprint every other day to see what the deal was and although everyone was nice and tried to help they couldn't do anything about the tower being down, so finally after exactly one week <tonight> i called and got a chic <i thought i was done for>, she said that the problem with the tower was 88% fixed, i said well i must be part of the other 12% that's not fixed, but she actually helped me and got the phone up and running, was surprised she did it, she basically forced a profile update, prl update and reentered my msid and msd and got everything back up and running, so basically just wanted to say that i know how it feels to be frustrated, but keep trying and escalating the issue and it will get fixed, good luck.

Yeah...I really thought Sprint Customer Service was getting better...Now I am going to get out as soon as I can...Verizon has some sexy 12mbps LTE speeds here in detroit

yankees45us · #7 (**permalink**) 03-31-2011, 07:22 AM

I know how you feel. I thought they were getting better. I had the same issue when my kickstand was messed up. They said that it wasn't covered. In the end sprint rep on the phone ordered me a new phone since it was covered. No one ever addressed the situation at the store. I know this doesn't help now but I would file a bbb report and copy the section of the insurance that covers this type of damage. I would also keep escalating the situation. I have a feeling you are not going to get anywhere. This really sucks. Sprint might have the best prices but when you can't even use your phone because they won't repair it thats just too much. No wonder people are willing to pay higher prices with a different company. I hope you get this figured out.
Question: was the repair center third party or corporate?

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bckoolaid · #8 (**permalink**) 03-31-2011, 11:52 AM

Sucks for the situation you are in but the TEP policy has always stated that any damage to the board of the phone is classified as damaged beyond repair and is not covered by instore repair. As far as paying to get it fixed, you only pay when you do not have insurance but even then, when it is board damage you cannot pay to get it fixed. I just had a customer the other day come into my store with the same issue, techs couldn't fix it, so the customer called care and after a few minutes of conversation a phone was ordered for them through care. Keep trying as everyone is saying and you will get somewhere.

faxmonkey · #9 (**permalink**) 03-31-2011, 04:00 PM

My brother has the same issue. He called Sprint and was told that it would take $35 dollars to exchange it.

**AZTECHKA** · #10 (**permalink**) 03-31-2011, 04:16 PM

I had the same issue with one of my TP2s and I spent the afternoon at the Sprint store and escalated it to the manager and when he parroted what the other reps had told me... I asked the manager to get the district manager on the phone...
My whole argument was that the phone was perfect in every other way... That it was a 300 dollar item and that it would be stupid of me to have damaged it by not taking care of it. I postulated that since the device was made in China and in a mass production environment... Something MUST have been wrong with the device as they made it. I also insisted they look at my claim record and see if EVER I had returned a phone with a similar issue or even one based on missuse or abuse on my part on any of my previous phones. When I asked the manager to call his district manager... They went ahead and ordered me a replacement phone... They billed my account the 100 bucks and gave me a 100 dollar credit to my account (zeroing out my balance). I was obviously cool with that.
Just stand your ground... Don't budge from where you're standing and raise your voice ever so slightly just so other customers are able to hear. That makes them nervous and they ask you to lower your voice... To which you need to reply... I'm not yelling... I'm simply upset and am having some trouble controling my emotions.
LOL.
It helps if you are a big dude.
But it's not a requirement.
p.