Q & A for Touch pro's on TEP (Service and Insurance)

[boredandtattooed]

this got stickied??? thats retarded.. TEP doesnt care what device you have, all the insurance is the same...

TEP covers everything.. keyboards, speakers going out, water damage, busted screen, lost/stolen... hell you could shoot it and it'd be covered...

whats not to understand?

[Major_Nate]

Originally Posted by boredandtattooed

this got stickied??? thats retarded.. TEP doesnt care what device you have, all the insurance is the same...

TEP covers everything.. keyboards, speakers going out, water damage, busted screen, lost/stolen... hell you could shoot it and it'd be covered...

whats not to understand?

You are correct, the TEP does cover everything.The ESRP (Equipment Service & Repair Plan) portion does cover mechanical and electrical failure. However, for liquid damage, cracked LCD, Lost, Stolen, Fire or Lightning damage, you have to pay the $100 deductable through Asurion for your replacement, instead of taking it in to the S&R Center to be told that you would otherwise have to pay $119 there.

However, sometimes issues come up that may not always be properly handled by your local Service & Repair Center. For example, spidrweb took his phone to a local service & repair center, and the reps there would not honor his 12 month warranty. However, due to this thread, we were able to make sure that his issue was resolved properly. This is just to help people that may have questions or issues with getting the proper response from either the S&R Centers or Asurion, and also to help provide clarification.

[GODZSON]

Here's another reason to have this up, this is called fellowship & community this is what we do here in Ppc Geeks

A testimony
http://forum.ppcgeeks.com/showpost.p...06&postcount=1

[michiganpsych08]

i have a question. My TP screen is rotated now and so I took it in and they said they will have to order me another one. Will this phone be a new one or a refurb? If its a refurb how do I go about getting a new one in the box as this will be my 4th TP. I heard go through ausiron maybe, but what do you guys propose as I dont want a refurb I would rather have a brand new one. Thanks!

[Major_Nate]

Originally Posted by michiganpsych08

i have a question. My TP screen is rotated now and so I took it in and they said they will have to order me another one. Will this phone be a new one or a refurb? If its a refurb how do I go about getting a new one in the box as this will be my 4th TP. I heard go through ausiron maybe, but what do you guys propose as I dont want a refurb I would rather have a brand new one. Thanks!

Last time I checked, the service & repair centers can only order a refurb right now, but I am unsure about using the online self-service replacement tool(see Godzson's first post on this thread for the link).

To use the insurance and file a claim through Asurion, you would have to call 1-800-584-3666 or use www.phoneclaim.com/sprint and file a claim, as well as pay $100 deductable. (The reason why is because this is mainly for any physical damage, liquid damage, lost/stolen device, or fire or lightning damage.) They may or may not be sending brand new in the box Touch Pros. If you want, you can always try calling up tech support @ 1-877-654-9111 option 2 to see if they can send you a new device instead of a refurb. The service & repair center can only go by what is available at the warehouse, which will show up when they place the order for the replacement device. Hope this has helped.

[spidrweb]

Originally Posted by Major_Nate

You are correct, the TEP does cover everything.The ESRP (Equipment Service & Repair Plan) portion does cover mechanical and electrical failure. However, for liquid damage, cracked LCD, Lost, Stolen, Fire or Lightning damage, you have to pay the $100 deductable through Asurion for your replacement, instead of taking it in to the S&R Center to be told that you would otherwise have to pay $119 there.

However, sometimes issues come up that may not always be properly handled by your local Service & Repair Center. For example, spidrweb took his phone to a local service & repair center, and the reps there would not honor his 12 month warranty. However, due to this thread, we were able to make sure that his issue was resolved properly. This is just to help people that may have questions or issues with getting the proper response from either the S&R Centers or Asurion, and also to help provide clarification.

if i may interrupt... first of all id like to thank everyone who helped me,, godzson for one, and major_nate,, cant thank you enough,, i am currently in process of getting a replacment touch pro because help i got from here, thats why im proud to be a member of his great forum.. i will post my full story once everything goes smooth(aka i get the phone, activate it yadayada) coz im sure ALOT and i mean ALOT of answers can be answered just by reading it... trust me, you have no idea what ive been through... but guys thanks again...

now as for michiganpsych08, i can understand that youd rather have a bran new in box devide then refurbished, honeslty, youd be stupid not to.. however i have experienced 2 things,, and this is not only with touch pro but everything in general.

first of all, research before you spend money, sometimes the better items and solutions are cheaper then the quicker ones, second of all, if its broken, like my touch pro, honeslt id like a brand new one, but if i get a refurbished on, i dont care as long as it has not damage(scratches) and completely works, and trust me, in some cases refurbished ones are better coz theyre fixed with better parts not to get damaged again.

[nannay12]

Originally Posted by boredandtattooed

this got stickied??? thats retarded.. TEP doesnt care what device you have, all the insurance is the same...

TEP covers everything.. keyboards, speakers going out, water damage, busted screen, lost/stolen... hell you could shoot it and it'd be covered...

whats not to understand?

im glad this got stickied.. all of my questions have been answered so far, and for me, this is my first TP. i have had a lot of questions answered in threads as to how to go about this. A++! =D>

[spidrweb]

so here we go... after reading this you will understand why i'm so amazingly glad this post was sickied...

so first of all thank you godzson, i thank you endlesslly major_nate..

now: a few yrs back i bought a samsung something, forgot which it was, but it was a cool phone, had insurance on on, then one day i dropped it, and the screen splattered, so i had a big black dot covering half the screen, took it to sprint and they said that the insurance covered only manufacture defects or probles caused due to phone mulfunctions, dropping it is not covered, i never understood this especially since insurance there there to insure youll be ok and satisfied and save money if something like this happenes, but screw it, i bought a newer phone and never put insurance on any phone again.

last november i bought the touch pro, NEVER believe it or not, and i repeat, NEVER dropped it, not once, not 1 scratch on it, but i did have the invisishield for protection. one day the keyboard decides to not work properly, i hit FN nothing happenes, i hit CAPS and FN light comes on, this was like 2 days after i flashed with a custom rom, so i reflashed it to see if it works, by coincidence it did.. worked for 2 weeks, then it stopped working completely. so i started my research online.. from what i read i took it into a sprint store and they said since i had no insurance, or service and repair i had to pay 120 for a refurbed one... so i started looking for the ribbon to see if i can fix it myself, its not that hard, just i didnt have the money. hard times atm so i need every penny.

then one day i find this POST (THANK YOU FOR STICKING IT!!!!!!!)
when i get to talk to godzson and major_nate... i find out that this phone has a 1 yr MANUFACTURE WARRENTY, so i take it back to sprint and they say as usual CONTACT MANUFACTURE.

now: ANY PHONE PURCHASED FROM MANUFACTURE DIRECTLY (AKA HTC) IS COVERED, any product purchased through a 2nd or 3rd party seller (ATT/SPRINT/VZW ETC) htc will take back and repair but WILL CHARGE YOU since its not their problem, its kinda like buying a used car from a dealer, you just bought a nice used HONDA CIVIC from a FORD DEALER and its got a problem already, honda will be happy to fix you but charge you foreverything, at this point you take i where yiu bought it , FORD, and they have to fix it since THEY certified it!

so major_nate gave me the tech sup. number to call(the one he posted about 3 posts above this one) and so i called. the guy on the other end of the phone said these exact words REPAIR CENTER PEOPLE ARE TOO DAMN LAZY!!! he said he doesnt know why they dont check everything coz theyre bored most of the time, its true TEP and all that would cover alot of damage, but thats mostly for damaged caused by the user, example if yo drop it and it stopped working, your fault, but youre covered. since this is a VRY COMMON ISSUE and had nothing to do with me, then its covered by the 1 yr WARRENTY and should not be charged for it!, so he sent me a refurbed one, not brand new, but trust me, it totally looks like it, perfect in every working way!

so once again thank you MAJOR_NATE and everyone else who helped,, you have no idea how much i apreciaite it

[Major_Nate]

Originally Posted by spidrweb

so here we go... after reading this you will understand why i'm so amazingly glad this post was sickied...

so first of all thank you godzson, i thank you endlesslly major_nate..

now: a few yrs back i bought a samsung something, forgot which it was, but it was a cool phone, had insurance on on, then one day i dropped it, and the screen splattered, so i had a big black dot covering half the screen, took it to sprint and they said that the insurance covered only manufacture defects or probles caused due to phone mulfunctions, dropping it is not covered, i never understood this especially since insurance there there to insure youll be ok and satisfied and save money if something like this happenes, but screw it, i bought a newer phone and never put insurance on any phone again.

last november i bought the touch pro, NEVER believe it or not, and i repeat, NEVER dropped it, not once, not 1 scratch on it, but i did have the invisishield for protection. one day the keyboard decides to not work properly, i hit FN nothing happenes, i hit CAPS and FN light comes on, this was like 2 days after i flashed with a custom rom, so i reflashed it to see if it works, by coincidence it did.. worked for 2 weeks, then it stopped working completely. so i started my research online.. from what i read i took it into a sprint store and they said since i had no insurance, or service and repair i had to pay 120 for a refurbed one... so i started looking for the ribbon to see if i can fix it myself, its not that hard, just i didnt have the money. hard times atm so i need every penny.

then one day i find this POST (THANK YOU FOR STICKING IT!!!!!!!)
when i get to talk to godzson and major_nate... i find out that this phone has a 1 yr MANUFACTURE WARRENTY, so i take it back to sprint and they say as usual CONTACT MANUFACTURE.

now: ANY PHONE PURCHASED FROM MANUFACTURE DIRECTLY (AKA HTC) IS COVERED, any product purchased through a 2nd or 3rd party seller (ATT/SPRINT/VZW ETC) htc will take back and repair but WILL CHARGE YOU since its not their problem, its kinda like buying a used car from a dealer, you just bought a nice used HONDA CIVIC from a FORD DEALER and its got a problem already, honda will be happy to fix you but charge you foreverything, at this point you take i where yiu bought it , FORD, and they have to fix it since THEY certified it!

so major_nate gave me the tech sup. number to call(the one he posted about 3 posts above this one) and so i called. the guy on the other end of the phone said these exact words REPAIR CENTER PEOPLE ARE TOO DAMN LAZY!!! he said he doesnt know why they dont check everything coz theyre bored most of the time, its true TEP and all that would cover alot of damage, but thats mostly for damaged caused by the user, example if yo drop it and it stopped working, your fault, but youre covered. since this is a VRY COMMON ISSUE and had nothing to do with me, then its covered by the 1 yr WARRENTY and should not be charged for it!, so he sent me a refurbed one, not brand new, but trust me, it totally looks like it, perfect in every working way!

so once again thank you MAJOR_NATE and everyone else who helped,, you have no idea how much i apreciaite it

Any time we can help. You're more than welcome. Thanks for the testimonial.

[emd2009]

Originally Posted by GODZSON

You should be covered under warranty you may want to call sprint to verify and it would not cost you a dime through warranty, they would need to request you a A.E. (Advance Exchange) at the service center or through Sprint call center (allowed 3 A.E. through them a year)

Glad to help, God Bless

I am on my 4th Touch Pro (3rd with A.E. - all same problem, dead keyboard) how can I get it replaced now? On the sprint self exchange site it says I can no longer do A.E. I have TEP, but the the nearest Sprint Repair center is 100+ miles away, though there is a retail sprint center in my town, what are my options?