Does anyone else have a crack in the chrome?

[Phreddo]

i just called the local sprint store, and they haven't heard of any replacement due to cracking.
the only thing they come up with is "if the phone is dropped from more than 150 cm, the chrome will crack."
therefore, i suspect if i bring it in with cracked chrome, they will look at it, look at me, and say "you dropped it."

I'm currently in a chat with a sprint rep who's basically saying the same thing.

also sprint does not appear to have any knowledge or info about the uneven face buttons.

So I call shenanigans on people saying that "sprint is aware of it and replacing it."

[bairice]

That's BS on that sprint store's side. What they didn't tell you was the rest of the memo:

" Under certain conditions when the device (HTC Touch Pro) is dropped
from approximately 150cm, the device can suffer damage to the chrome sides. Damage seen can be a crack or significant chips in the corners.

If your HTC Touch Pro has the damage to the chrome sides due to the
above mentioned condition and the HEX number of your phone lies in the
range of A1000007800572 through A1000007805C7A, you can replace your
phone free of charge."

That's what the ecare rep told me. Tell them to check the known issues log carefully. The first store I went to refused to make the replacement, but technically because my ESN was out of range. I emailed ecare and they said that they would "authorize" the replacement, so I took the email to another sprint store and had my phone promptly replaced.

[twe90kid]

Originally Posted by mikebai1990

That's BS on that sprint store's side. What they didn't tell you was the rest of the memo:

" Under certain conditions when the device (HTC Touch Pro) is dropped
from approximately 150cm, the device can suffer damage to the chrome sides. Damage seen can be a crack or significant chips in the corners.

If your HTC Touch Pro has the damage to the chrome sides due to the
above mentioned condition and the HEX number of your phone lies in the
range of A1000007800572 through A1000007805C7A, you can replace your
phone free of charge."

That's what the ecare rep told me. Tell them to check the known issues log carefully. The first store I went to refused to make the replacement, but technically because my ESN was out of range. I emailed ecare and they said that they would "authorize" the replacement, so I took the email to another sprint store and had my phone promptly replaced.

did you tell ecare that they wouldn't authorize because your phone is not within range of the ESN? or did you not tell them about this information?

[Phreddo]

well, here's what i got out of my chat with the sprint person
"MaryBeth I do apologize, the first week those where the known issues , However this was due to people dropping there phones, I do apologize there are no current exchange offer at this time."

she sounds awfully defensive, doesn't she?

[[sammich]]

Originally Posted by Phreddo

well, here's what i got out of my chat with the sprint person
"MaryBeth I do apologize, the first week those where the known issues , However this was due to people dropping there phones, I do apologize there are no current exchange offer at this time."

she sounds awfully defensive, doesn't she?

Is your phone within the ESN range? If so, then just mention the memo to ECare using the exact numbers and whatnot.

If you're outside the range, it'll take some talking like mike said above. Just tell them that the issue you're experiencing is the exact same as the afflicted phones.

[bairice]

Try emailing ecare instead, they are usually very helpful. What the sprint rep told you is contrary to everything else we've seen on this thread and in person at the sprint store. If your ESN falls within the range, you are guaranteed to be able to replace your phone. If you're outside the ESN range, it'll take some persuasion.

[twe90kid]

my phone isn't with the range but i'm experiencing this problem in 2 different spots on the phone. i emailed ecare already, hopefully they would help me

[twe90kid]

this is what i got from ecare
did sprint offer to exchange your phone even when you got it from bestbuy?
any help is appreciated, i really don't want to get asurion into the situation unless needed

Thank you for contacting Sprint. I understand your concern regarding
the phone replacement.

The account details are reflecting that the Touch Pro phone has been
activated on the line #XXXX on December 26, 2008. So this phone is
still under 30 days replacement policy. You can easily replace the
phone by contacting the point of purchase. As the phone is not ordered
from our end, so it is not possible for us to replace the phone.

I understand that the nearest bestbuy from where you purchased the phone
is 50 miles away and it will be little inconvenience for you to visit
the point of purchase. Since you have purchased the phone from Best Buy
so they are liable for all the replacements with in 30 days. Had it
been possible for me to replace the phone from my end, I would have
happily done this.

Alternatively, you can replace the phone through the Total Equipment
Protection Program, added to your account. You can easily claim a
replacement phone under this program by calling our insurance
department, Asurion at 1-800-584-3666.

Asurion agent hours of operation are:

Monday through Friday, 7:00 a.m. - 9:00 p.m. (Central Time)

Saturday and Sunday 9:00 a.m. - 7:00 p.m. (Central Time)

There is a charge of $50.00 for replacing the phone. Considering the
inconvenience you have experienced I am offerring you a credit of $50.00
against the replacement phone. You may reply to this email with the
scanned copy of receipt reflecting the $50.00 charge and we will apply
the credit

Thank you again for contacting Sprint. We appreciate your business.

[djfujiyama]

Anyone know if the matte finish version is available yet? It was supposed to be mid January. I'm waiting to replace my TP until that version comes out. No use swapping out for another defective chrome version.

[IsLNdbOi]

Whoa wait a second. Sprint is releasing a version that doesn't have chrome sides? I got my Touch Pro. on Jan. 9 and it's a HW rev. 2 w/ a Dec. 15 build date, but it has chips on the top left corner.

Would Sprint be able to exchange it with a non-chrome model?