Does anyone else have a crack in the chrome?

[jkobe]

Here is an update to my earlier post. I received a Brand New replacement TP a few days ago. I was told by Sprint that I would be getting a Phone and battery only but actually received everything. Well, I did the number swap with Sprint, then put my SD card in the new phone and restored my settings using SPB backup. The new device would not access the internet (error code 407) but everything else worked fine. I called Sprint and worked with Tech support for a lengthy amount of time. They finally concluded that I have a bad device and are sending me a 3rd Touch Pro. Again, they said I would be getting a phone only and need to send back the phone only and can keep the battery, back cover and stylus. It will be interesting to see what arrives next. If it is another brand new box, I will have some extra accessories. Just an FYI for everyone:
1. Make sure you have a backup program on your phone so you can easily have all your information on your new phone.
2. Don't send your cracked chrome defective phone back to Sprint until you have all the bugs worked out of the replacement phone.

[damigs]

I sent eCare an email about hair line crack on my device. Next day I got an email from Sprint that a replacement unit was sent out. Upon receiving it I noticed it was just a TP and not a complete one in original box. When I ran ##786# under reconditioned status is says NO. O well, I would of liked to have extra battery, charger and case.

[SporkLover]

Originally Posted by jkobe

Here is an update to my earlier post. I received a Brand New replacement TP a few days ago. I was told by Sprint that I would be getting a Phone and battery only but actually received everything. Well, I did the number swap with Sprint, then put my SD card in the new phone and restored my settings using SPB backup. The new device would not access the internet (error code 407) but everything else worked fine. I called Sprint and worked with Tech support for a lengthy amount of time.

Provision data on the completely stock rom..... and then do your restore. Should limit your issues.

[jkobe]

Originally Posted by SporkLover

Provision data on the completely stock rom..... and then do your restore. Should limit your issues.

I did provision the data first as you mentioned but still had that issue. So I received the second replacement TP and it was in a small box which said "Refurbished" on the side of it. I immediately called Sprint yesterday and talked to foreigners who told me a refurb is all I can get as a replacement. I told them that is not acceptable. I was transferred 3 times and the call lasted about 73 minutes (lots of hold time) all together. But after all that phone time, I finally talked to the right CSR who put the order in for a NEW TP #3. So I have my original TP which I am still using, TP #2 which is New but won't access the internet, TP #3 which is refurb and TP #4 is on its way. Ironically, I did a phone upgrade on the second line on my account to a TP so that one will be delivered today. I have never had so many Touch PROs!!!!!!!!!!! The nice thing from all of this is I will have plenty of "extra parts" chargers, batteries, back covers etc.

[muzicman82]

So, mine has cracked chrome. I tried Web Chat, and they said I would have to file an insurance claim and pay deductible.

Then I called 3 different Sprint stores, and they all told me that they would have to repair the phone and I'd have to pay since physical damage isn't covered... even after I told them it is a known issue. They said that what Sprint customer service tells you isn't correct.

So, then I called customer service, explained the issue, they transfered me to tech support. And said I have cracked chrome and I believe it is a known issue. Then she read back to me, "Chrome edge may show cracks or chips around the corners of the phone." I said, "Yep, that's it." She said, OK, I'll have a brand new one out to you today.

Problem solved. Stores suck.

Sprint's call centers do seem to be getting better. I was only on hold for 2 minutes. I remember calling 2 years ago and waited 35 minutes twice to talk to someone, then got disconnected.

So are the new ones the same or did they change the manufacturing in the chrome? I think mine was one of the first to ever ship out from Sprint. I ordered it the same hour it went on sale online.

[Hypnotic2010]

Just wanted to share my experience.
I woke up today to find I also had a small crack in my chrome located on the bottom between the stilus hole and soft reset hole. I called *2 asked for tech support.
I told them I had a crack in the chrome and was a known issue.
She looked it up, about 30 seconds later she said she is shipping out a new phone and may get it as soon as 24 hours! Free of charge.
As far as this issue goes I give Sprint 2 thumbs up!!!!!!









i

[Magoo_215]

Well I have a split in my chrome meaning it separated at the bottom right below the zoom wheel. I know I dropped it but it wasnt a far drop either. I can see part of the chip so can I get a relpacement for this or am I poop out of luck?

[muzicman82]

Originally Posted by Magoo_215

Well I have a split in my chrome meaning it separated at the bottom right below the zoom wheel. I know I dropped it but it wasnt a far drop either. I can see part of the chip so can I get a relpacement for this or am I poop out of luck?

Call Sprint and explain that you have a crack/split/chip. Tell them you read that this is a known issue and ask them to look it up. They will find it and issue you either a new phone or a refurb. Don't go to a Sprint store. They'll tell you it is physical damage and not covered, despite it being a known issue.

Good luck.

[Magoo_215]

Ok, you say call CS but this is like my 6th or 7th Touch Pro and they all had some type of malfunction except 1 and that was for the chrome so does that make a difference.

[rareskillz]

I called Sprint to get a warranty RMA and you have to let them know it is a known defect from HTC. Otherwise they will charge you $119 replacement fee.