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

Thought I'd help out with question's in this thread regarding your service and repair benefits, or what steps to take and what's covered. Feel free to ask questions and I will be glad to assist. I would've placed this thread in question link but this is directly to just Total Equipment Plan for Touch Pro.

Hope to be of some assistance,

God Bless:)

Major Nate and myself would be answering any questions you have

Information for ESRP, ERP, TEP & WARRANTY

ESRP: Equipment Service and Repair
Covers minor issues with you phone- flips, software issue, buttons, lcd screen garbled/discolored or inverted as long as it's not cracked, antennas, front housing or rear housing as long as there's no cracks. If the unit is not in store for a swap then an A.E. (Advanced Exchange will be requestded and will arrive in 3-5 business days.

ERP: Equipment Replacement Program (Insurance) Asurion
Covers lost, stolen. broken beyond repair example cracked lcd screen, dented boards, phone in pieces, and liquid damage.

TEP: Total Equipment Protection
This covers everything but will be informed after inspection of unit if it's a repair in store, A.E. or Insurance claim.

Warranty::
You have a 1 year warranty on any unit if you do not have ESRP,ERP or TEP.. This will only cover minor issues like ESRP does not cover insurance related incidents.

Pricing:
No Service (ESRP) or 1yr Warranty: $119 for PDA phones or $99 for non PDA thorugh service and repair (Not related to Insurance incidents)

Insurance claim (ERP): Deductible $100 for PDA and $50 for non PDA



Contact Info

Asurion (Insurance Claims)
WebSite: http://www.phoneclaim.com/sprint
(800 ) 584-3666

Sprint Self Service Phone Replacements
http://www.nextel.com/en/services/se...olutions.shtml

Sprint Tech Support
(888 ) 788-4727

Retensions (Cancellations/ Account Services)
(877 ) 775-4886

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

Iight cuz, I dropped my TP running one day...it scratched it up somewhat but the phone still works. 4 weeks later today my phone has vertical gray lines on the screen that go in and out when I touch the screen. I have the TEP, what can I do?

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

okay im sure a couple people are still in the clouds (myself included).
Whats the deal with the deductibles? are they still $50 before Aug 1st or $100?
There are many conflicting stories such as: if you do it online its only 50 but call in and shed out the 100.

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

this has absolutely nothing to do with Touch Pros.... insuance is insurance, doent matter what phone u have....

Advanced Exchange is almost always free for your replacements..

Phoneclaim.com - Ausrion, i paid 50 each for 2 TP replacements juat a month ago, so people say it cost them 100 though..

AE-is always you first and safest bet

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

Ok, if it was only scratches that would be known as cosmetics and it would not be covered under TEP, as you stated the lcd screen now has lines running across the screen. You can take it into a Sprint "Repair" store and have it serviced if the unit does not have dents or loose board then it can be swapped within the store if they have a "Seed Stock" if not then it would need to go through Advance Exchange meaning 3-5 business days till the phone is received at the store.. and you can hold on to yours till they get in in, make sure you back up your phone and take of any custom Roms.

Be Safe and God Bless

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

how come my local sprint store ALL WAYS wants me to use my insurance .

im on my 7 TP 1 NIB 6 refurbs every time they want me to use my insurance and pay the cost ( 140 EACH TIME ) ? EVERY single 1 has been a hardware defect


Tp 1 Rainbow watermark

TP 2 -6 was keyboard failure !


or they want me to drive 80 + miles to a "local repair center"



also im very unhappy with the TP ( is there any way to get a different phone with out paying and just doing a swap out ? )

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

Ok, here is the low down.. This is through Insurance "only" known as Asurion a company that is contracted by Sprint to send out these type of claims and any phone that is not covered in ESRP: Equipment Service and Repair Program (Service) would go through ERP: Equipment Replacement Program (Insurance)

Any Dents, housing cracks, broken screens, Liquid damage ( soda, water, milk, spit, sweat.. umm bodily fluids)

$50 for non PDA (PPC) phones
$100 for PDA (PPC) phones

God Bless

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

Um I work for Sprint and if you don't see this useful then no need to reply, it has alot to do with TP's because there are several issues with it and depending on it an Insurance claim or Service would need to be directed for the customer.

A.E. is free if you pay for the service and get it in your account within your first 30days of service through Sprint and it still depends on the issue.

God Bless

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

Sorry to hear that sir, Is this a third party store or corporate.. If a corporate non repair store they really may not know what's covered under service or insurance.. You can request your own replacement if it's not Liquid damage on the link in the 1st post. Also if you contact Retensions and inform them the drama you've gone through you may get a different model all depends on the rep you get.. just inform if business use that its hurting your pocket and loosing business do to the constant issues.. and if you like the Iphone OS the Palm Pre would be a thought.. It doesn't have many apps, no SD slot and has 8GB of space in unit, just a heads up

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

thx for the info !


its a corporate store


ive called retentions 3 times got the run around every time

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

Once again sorry about that.. They should've requested a replacement for you there.. Call retensions and inform what I quoted and inform how many times you've gotten a replacement, state the fact that your not happy with Sprint's customer service and that you've thought of leaving and would prefer a different unit of new unit to stay on board.. Hope this helps..

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

Hey my girl wants a touch pro she has a palm pre now i already called a number forgot which one it was and they said they could give me the pro for 150 bbut i forgot who to call again any suggestions ?

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

LOL what a waste of TIME i just spent an hour + on the phone with retentions ....


basicly i was told IM SCREWED they will not change my phone to a different phone they WILL Not ship me a new TP ( like i wanted a new TP )


so yea im pretty much done with sprint ,,


just tried the number i was Pm'd ..... another waste of time


im taking my 5 phones and moving on to hell with sprint

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

Contact Retensions and they should have it noted ifrom them the situation thoroughly.

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

Sorry bro, they didnt go above and beyond, I'd tell you to come trhu but I'm in Mid FL.. Why don't you request your own through the link above in self service it s free and easy to do so you may get a new one.. I have before for friends

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

i have 6 times :( ... it sucks im so sick of fighting with sprint to fix/ and or replace the phone with something else


OH and i was told they will ONLY BE HANDING OUT REFURBS

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

just a suggestion to all...

I have noticed and personally proven that the attitude and stance you take with the store/phone rep make a definate difference to how far above and beyond they will go for you. I sat right behind someone with a TP at my local store who was being an a-hole to the rep and using expletive after expletive. He was told that there was "nothing we can do for you"... I followed right behind him to the SAME rep with the exact same issue (malfunctioning usb port) and said "i hate to be a burden but i am having the same problem... is there any way to get this issue resolved?" (from past c.s. experience the word "problem" is cause for instant defensive behavior). I was cordial and unnecesarrily patient but walked out with a new-in-box TP that was going to be sold that afternoon.

the moral is... people will only go as far to help you as you are willing to let them. if it means swallowing some pride and sucking up a little, it most definately moves the process thru.

personally i went thru 3 PPC6700's 4 Vogues and am on Touch Pro #3... all handled in store and at no cost to me

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

i agree fully i have all ways been a nice guy and kept my cool when i really wanted to EXPLODE

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

its tough... i worked for at&t and earthlink for 2 years. the first thing they tell you in training is that nobody calls up tech support to say thank you and everything is working (although it did actually happen once). i have had people rip me a new one as if i personally was keeping them from their email. the nice people got a lot more help from me in general (though i used to love taking the irate calls for my supervisor... i was just really good at letting crap roll and not getting offended. i just see it WAY too often to not make the previous post.

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

I know how hard it is to be on the other side to get assistance, this is actually how I met my wifey, she was a customer and I gave her the service I would have looked for as a customer. Till this day we joke around and I tell her friends n fams that she was breaking the phones on purpose to come and talk to me and she says I was the one that would do a temp fix so she would come back :P

Well that's how it is ladies and gents.. just treat others how you'd like to be treated, and all will go well. So if your ever around Fl we would be glad to help out as best we can..

Major Nate and myself work in the same store so if any of you have a question about anything other than TEP, we would give you "real" feedback.

As always Be Safe and God Bless

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

Thank you all for these posts. It is true, you will get further if you have a nice attitude, and approach the issue with a positive outlook rather than going ape on someone that just wants to help you. You can catch more flies with honey than with salt.(i know the saying is a lil off, but i figured it matches up with the amount of success you would have, lol...)

But yes, I'm also here to help. Thanks Godzson!

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

No doubt, any chance we get to help out customers, we jump for it.

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

OK I took my malfuntioning TP to a sprint repair store and they replaced the top part of my TP (the screen) with another TP, and installed a new keyboard. The screen had severe scratches, and the chrome was cracked at the mic piece. I am not mad, It works fine and at night you cannot even see tht scratches...I am aware though that because of the wear and tear of the top part that problems are on the way. I was hoping for a new TP. While I was there I fiddled with the Palm Pre, its actually not a bad phone, with the exception that you can only read MS office files and not create or manipulate them. I liked the Pre but its like comparing a 2009 camaro to a 2009 Honda Accord, both nice cars but the camaro can definitely out perform the accord. My 2 cents

:violent2: I added this GIF because its cool. I like cool things. Even ice.

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

Well sir, regarding to the parts.. we at times have phones to harvest parts from so the tech did this to help out and not have you wait 3-5 days without a working unit.. Major Nate an myself have done this to prevent customers from not having a phone and getting more irrate especially when there is not on stock to replace. We get "some" for Seed Stock but if can fix the issue and service the customer's phone then they leave satisfied and that gives us the satisfaction of helping. The Palm Pre is nice the only thing it needs is SD slot and video recording capability with a slight wider keyboard, then I'd be sold as long as we start creating apps or porting em from the Iphone that would be adequate.

Be Safe and God Bless bro.. I likes the car comparison :P

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

I bought my phone new in box from ebay, not from the store. Can I add TEP to my line and have it covered?

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

yea you can add it...thats exactly what I did.

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

Just dropped my TP in the pool. sat down there for about 1 minute. when i got it out i dried drying (towel, air, etc.) when i put the batter back in the phone just started vibrating constantly. then the camera flash light came on and would stay solid, then flash.

after trying to dry a little more i tried to replace the battery and the vibrating eventually stopped but the light is still flashing.

i have it in a tupperware of dry rice now waiting to see the outcome.
the water mark on the batteries lines are still solid smudged red.

if the phone does not make it what do i do about it being unlocked with a custom ROM? is that a problem? can i send it back to asurian like that?

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

Yes you can, 30 days within activation.. thx Jyounya for the reply, glad it wasn't a bogus Touch Pro..

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

This would need to go through Asurion, once liquid is in the circuit board you will always have issue on the phone. If the unit powers on flash it with a .EXE Rom from sprint you won't need to lock it after completion, but if it doesn't then I see no worries.. If you have doubt's then turn into a D.B.R. (Damage Beyond Repair) aswell.. Smash It lol have at it, It dopped out the window while driving and ran vehicles ran over it several times before you where able to get it.. Give us feed back once you make the claim.. but gotta make sound legit.. I'd just tell the truth about the pool and send it once I receive the replacement.. do it before 5pm business days so they can overnight, don't know if they can on weekends. They can't fix it so don't worry bout them turning it on and finding out just add more chlorine pool water in your tupperware until you receive it so the board is done.

Hope this helps, God Bless

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

it was through verizon, not sprint. it has been in the rice for about 3 hours and when i turn it on it just turns the camera flash light on and off. i have a ssk rom on it now. should i keep it in water till i send it back or try and get it to turn on so i can flash stock rom and relock.

what happens if i send back with ssk rom and they are able to find out? is this illegallllll??? been flashing custom roms for a year or so now. i guess its a little late to be asking that question right???

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

As informed you can leave it in the pool to totally fry the circuits and it will not power on, or loose it. No matter what you will be requesting a replacement. Regarding to it being illegal, it's not.. the only thing is that it will void the warranty on the phone and the carrier will not work on it with third party apps or custom Rom's.

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

Hey, so lately, my phone has not been charging properly because it's been getting really hot. Whenever I get home from school, I'll plug it in, and within 10 minutes, it's stopped charging and is really hot. So I'll leave it off the charger for like half an hour and plug it back in and it's fine. Is there anything I can do? I've taken it in before for this when it was fully stock and they said that there was nothing wrong with it just because it gets hot.

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

put the phone in the sun within the tupperware and rice and it works!!!

already filed the claim with asurian and only cost $50 and will be here monday.

i am about to flash with the mr1 rom from verizon website and lock. is that all i have to do?

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

Mine was acting like that this weekend, it would get hot and die out within an hour without using it.. I found out it was an application and took it off. It can also have an app in the background running and making it overheat, you can also have the Sprint store check your battery they "should" replace it for you if its poor, bad, mariginal, or toast..

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

what is the cheapest addon other than TEP7 to have my
motoQ replaced or refurbed?

also, once i file a claim.. can i esn swap to a backup handset until the replacement arrives?

thanks..

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

$7 a month for full coverage is pretty cheap already. but if you just want service its 3 or insurance for 4.. Its worth the 7$ trust me.

Once you file a claim you can place another unit on the line with no problem, just make sure when you switch to inform rep that its not an upgrade.

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

i have been reading alot about the insurance and things with sprint.. however im still confused on 2 things. first of all i had insurance on a phone years ago, the fone broke and sprint came up with some b.s of why the insurance was not applicable in that case.. long stoy short i havnt insured another phone since. now i have the touch pro and absolutely love it, however, the keyboard broke, my guess is the ribbon might be damaged,
my questions are simple: can i get a NIB if i have no insurance and 2: when/if i go to replace the phone should i flash it back to stock rom or wont it matter?...

if anyone can help id apreciate it,, thanks!

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

I'm leaning toward the battery since it's been doing it since my phone was stock and has been getting progressively worse. I always make sure I close all my apps before shutting off the screen. I'll check out the Sprint Store tomorrow after school. Should I uninstall all my apps before taking it in? Oh yea, I'm still on the stock rom.

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

You would always need to flash to Sprint ROM when taking in a unit, Service & Repair will "not" service the phone with third party ROM's or if a third party app is giving system issues it will be deleted but customer must approve first.

If the repair center has a extra keyboard in stock from a swapped out unit they can switch it to your's if you have service and repair (ESRP) then a new one will be requested if you have insurance (ERP) then it will need to go through Asurion.

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

so pretty much since i have no insurance,,, the first time they said its gonna cost me $120 to get a refurbished one,, but i was just thinking about buying the ribbon myself for like $50 and replacing it coz thats my only issue with the phone...

thanks alot for the info, it was an incedibly great help