Email button broke, Sprint won't replace in-store

djheir · #1 (**permalink**) 11-17-2008, 01:56 PM

My Email button (top left button) broke off a few weeks ago and I finally decided to take it in to sprint Friday. They told me that this is considered physical damage and that I'd have to pay the $50 deductable and go through Asurian. Here's my question though, in the pamphlet that they gave me about TEP, it states that "wear and tear" are covered in-store. Shouldn't this be considered wear & tear since I did nothing to break the button and it just fell off one day? I also ran into a coworker at my job who's exact same button fell off and he didn't know how it happened.

BigDiesel07 · #2 (**permalink**) 11-17-2008, 02:26 PM

How long have you had the phone?

BigDinCA · #3 (**permalink**) 11-17-2008, 02:27 PM

I think it just depends on what Sprint store you go to. I have a a few stores within 5 miles of me, but I always go to the full service store where they have a repair facility on-site. They're really good about that stuff. Unless I busted it up with a hammer, they'll take care of it for me. If nothing else, maybe you can find something else srong that they'll take care of. I had the white spots on the screen and intermittent charger connectivity... that's always a good one... intermittent connectivity. If you're already going to a full service store, your best bet may be to call customer care.

djheir · #4 (**permalink**) 11-17-2008, 02:30 PM

Quote:

Originally Posted by BigDiesel07

How long have you had the phone?

Um, probably 10 months or so.

Quote:

Originally Posted by BigDinCA

I think it just depends on what Sprint store you go to. I have a a few stores within 5 miles of me, but I always go to the full service store where they have a repair facility on-site. They're really good about that stuff. Unless I busted it up with a hammer, they'll take care of it for me. If nothing else, maybe you can find something else srong that they'll take care of. I had the white spots on the screen and intermittent charger connectivity... that's always a good one... intermittent connectivity. If you're already going to a full service store, your best bet may be to call customer care.

Yeah, I do have one white spot that I forgot to mention and I do have intermittent connectivity. I might take it back or try another repair center. Thanks for the advice

BigDinCA · #5 (**permalink**) 11-17-2008, 04:26 PM

I just got a new one last week for the white spots and the intermittent charger connection. Good luck.

schultz9200 · #6 (**permalink**) 11-18-2008, 12:52 AM

Well heres the deal with that. We use a system on the computer called Eticket which processes repair and part orders. When putting through the repair order it notifys us what price the customer will be charged if any. Say for your repair the process would be. Key/Buttons - Buttons Missing - Approve Exchange - "The customer will be charged the price of $119" - The we can click yes or no.

So there is no tweaking of the process anymore. Since the changes of the TEP (Total Equip. Protection) we are no longer able to send back a physically damaged unit unless we charged you. Otherwise the store will get a chargeback of the retail price. So at the moment any physical will not be covered under the TEP for free.

What the rep told you was your best option as an in-store fix would have been $119.

Just as a reference guys:

If you have TEP:
Physical Damage $50 deductible or $119 in-store
Software issue $0

If no TEP:
Physical Damage $119
Software $35

frejos · #7 (**permalink**) 11-18-2008, 02:23 AM

This is part of the reason I left Sprint. Unfortunately, what you say isn't what the contract says. Also the majority of the cost of TEP, $4 of the $7 for TEP, goes toward the repair/exchange protection and only $3 goes to the insurance portion.

Good luck though.

schultz9200 · #8 (**permalink**) 11-18-2008, 11:43 AM

Quote:

Originally Posted by frejos

This is part of the reason I left Sprint. Unfortunately, what you say isn't what the contract says. Also the majority of the cost of TEP, $4 of the $7 for TEP, goes toward the repair/exchange protection and only $3 goes to the insurance portion.

Good luck though.

Very true, Sprint has changed what is stated on the contract. So this also gives people an option to leave with no ETF if they argue breach of contract. Another example of that is the 5gb cap.

BigDinCA · #9 (**permalink**) 11-18-2008, 03:02 AM

It's good to know that's what the "policy" is. When i took my phone in last week, it was beat up pretty good. That's not why I took it in though. The famous WHITE SPOTS were growing and the USB port was connecting intermittently. They could have blamed it on me dropping the phone but they knew that these were very common issues with the Mogul. Since I was within the 1 year warranty and have TEP, they took care of the whole thing on-site for free....... minus the $84 per year I shell out for TEP. Maybe I'm a moron for paying for the TEP, but if I'm paying for it I'm damn sure going to use it. That's what I have it for. i recommend the same to everybody else who has it.

djheir · #10 (**permalink**) 11-18-2008, 11:55 AM

Thanks for the info schultz. Two quick follow up questions: 1. I do have white spots and connectivity issues. Does this mean that even if I just walk in with those issues that I'll have to pay because a non-related button is broken? 2. What exactly is covered under the term "wear and tear"?

Thanks again for your help!