Originally Posted by drizzo91 (Post 1039656)

About a month ago i went into a local Sprint store. I had a broken touch pro (screen problems, but that is irrelevant). The two people in the store told me they aren't allowed to fix the touch pro and i would have to wait 3-5 days for my replacement to come in (free of charge, luckily). They explained to me that the phone would be a refurb and wouldn't come with any accessories or a battery. I understood the concept, but i wasn't sure how they already knew it would be a refurb, but i went with it anyways.

5 days later i went to get my phone (just the phone) and they reminded me that it was only a refurb model. Today i was poking around on PPC geeks and found out about ##778#. While i was in that menu, i found that my touch pro never actually was a refurb, which means they have all of the goodies that come with a NIB model.

These goodies are mine, right? I am entitled to a new battery and charger etc. if the NIB replacement was shipped to MY account, correct? I believe they are trying to sell MY accessories for a profit. What can i do to get my accessories? (i really need a new charger lol)

Edit-Mods: sorry if this is in the wrong place...

Originally Posted by mr.8820 (Post 1039920)

phantom, good job! and now we know the rules!

Originally Posted by PhantomApolyon (Post 1039933)

thanks :)

...and yea, maybe it was alittle hostile but I really dont appreciate attitude and people jumping to conclusions without knowing what actually happened. That being said, if you exchange a phone at MY store you will get a GOOD refurb with a GOOD battery door and new battery almost every single time. I'll send a refurb back in a heartbeat if its junk- without question or hesitation I might add. :) Believe it or not most of us techs/managers really just want to do whats best for the customer and if it means processing another advanced exchanged because the first one was not "like new" we'll do it in a quick second :D In fact I got 2 replacement phones in this morning with scratched screens and I ordered more for both of them and called the customers to let them know about what happened :P

Originally Posted by PhantomApolyon (Post 1039899)

Ok, I HAVE to chime in here before this turns into a mess for anyone involved. I'm a sprint repair store manager/lead technician for the record.

#1 - As mentioned previously accessories aren't covered so reguardless of what the store actually recieved you certainly are not "entitled" to anything extra.

#2 - If you work for a repair center you are TRAINED to not give the customer anything but the unit itself(some dont even like to give the battery doors) so the people who dealt with you were doing their job correctly(by the book)

#3 - The reason they would keep the extra stuff that came in with a phone is to help out service customers in the future. For example, if your phone is fine but you lost the battery door and had insurance, I'd just GIVE you a new battery door and call it a day, no paperwork, 5 second transaction, everyone wins.

#4 - There are 2 types of repair centers, corporate and indirect. They operate very differently in the respect that a corporate employee can only do what sprint will allow whereas a indirect employee may have different rules/regulations.

#5 - Exchange orders can come in to the stores in various ways. NIB phone, New Phone in Wrapper but not in the box, Refurb unit with or without battery, etc. There are times when I get a brand new unit and brand new battery door and nothing else.

#6 - The policy at my store(indirect) is that if the unit's original battery tests bad we would give you the replacement battery IF it came with one and battery door. If nicely requested by the customer a replacement charger wouldn't be out of the question by any means.

--Now having said all this, if you marched into MY store with an attitude and wanted the accessories that you were ENTITLED to(that you have no idea if the store even got in the first place), you would get nothing other than a breif explanation about how acessories aren't covered under warranty. If you walked in and simply inquired about getting a charger to go with your new unit, I would definitly just GIVE it to you with no questions asked especially if one really came in with the unit.

Originally Posted by drizzo91 (Post 1040043)

Thank you for the response and teaching me how this works. I will admit that i was pretty peeved when i started this thread, and definitely sounded like a jerk (i have a short temper):mrgreen:.

I also did make a point to post here before taking my short temper and bad attitude into the store with me. I probably wouldn't have taken this the way i did if the 2 gentlemen (i use that term lightly) in the store were even the least bit polite, or at least didn't make me feel like i was wasting their time with my issue.

Is your store anywhere near south eastern MA?