question about exchanging evo - EVO 4G Q&A, Help & Troubleshooting

I'm new to sprint so i'm not sure how all of their exchanges and returns work.
I purchased my EVO from a corp store, and if I want to exchange it because the screen is sunken in on the bottom left and the battery cover doesn't seem to fit properly, will I be given a new one or a refurbished one? and will it have the new update on it that prevents rooting? I am still on my 30 day trial so Im assuming that since I paid for a BRAND NEW EVO that that's what I should get since they sold me a defected one.
Also, if I just want to return my phone and save my contract upgrade, will I be charged a restocking fee even though the phone is "defected"

Brand new one within 30 days (assuming it's not damaged and is a phone defect, otherwise go insurance). Go to the store, if they tell you no or try to give you a refurbished one - dial #2 on your phone and get connected to sprint tech support and explain your situation. They'll transfer you to someone else who will probably be able to get in contact with the store.
Happened to me ^^ , but i got a brand new one same day i called sprint support and said they tried to give me a refurb.

bbedward said:
Brand new one within 30 days (assuming it's not damaged and is a phone defect, otherwise go insurance). Go to the store, if they tell you no or try to give you a refurbished one - dial #2 on your phone and get connected to sprint tech support and explain your situation. They'll transfer you to someone else who will probably be able to get in contact with the store.
Happened to me ^^ , but i got a brand new one same day i called sprint support and said they tried to give me a refurb.
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hahaha! perfect. Thank you so much

regardless of how long it's been, if it's something wrong with a phone, you CAN get a new, not refurb'd, one.
during my first year with sprint, i went through 8 bb curves. i asked for a replacement and they sent me a refurb. called and asked for a brand new one since the refurb had the same problem as my new one. this kept happening for 8 units. new or refurb'd.
however, after your 3rd replacement within 3 months will require you to get it approved by a tech store to get a replacement.

Related

Best Buy Evo needs warranty work after 30 days

Ok, I bought my Evo on launch day so I am way past BBuys warranty period of 30 days but I know it has a manuf warranty of 1 year. Has anyone had warranty work done through HTC, not Sprint?
Fyi, the reason why I need it replaced is because it has a big burn-in? spot that you can clearly see when it boots on the white HTC EVO 4G page
you can always check with best buy. My understanding is that they will do MFG returns if the MFG permits it. I have done this with HDDs and headphones and such that have gone bad, and would have taken weeks sending to the MFG.
so you can have them straight up exchange it, else wise go to a sprint repair store and they might fix it on the spot. Either way you'll probably need to unroot.
No go. I just got back from Best Buy and they basically told me to pound sand. He suggested next time "maybe you'll try our black tie equipment program" lol
So nobody on this board has ever went thru HTC for a replacement under manuf warranty?
Sent from my PC36100 using XDA App
Try Sprint. I had a phone with a bad usb port and they exchanged it for free with a refurb.
random_IT_guy said:
Try Sprint. I had a phone with a bad usb port and they exchanged it for free with a refurb.
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Did you originally purchase your phone at Best Buy?
hurricane350 said:
Did you originally purchase your phone at Best Buy?
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If you go in there complaining a storm up they MIGHT swap your phone.
Believe it or not Sprint loves getting their monthly fix off of you.
Take it to a Sprint Repair Center. BB is not responsible for warranty repairs, those are done though sprint.
Ok, thanks guys... I will try my luck at a Sprint repair center this weekend. Still surprised nobody has directly thru HTC
Still surprised nobody has directly thru HTC
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Well you certainly CAN go through HTC, but it will take up to a month, and you will be without a phone for that long, and you have to pay to ship it.
I just got my phone replaced by sprint but it cost me $35. I called Sprint, said my phone was acting funny and that I use it for work and needed a new one ASAP. The girl said no problem as long as I cover the shipping and processing $35. I got a new phone the next day and shipped my old one back.
No insurance.
surrealmethod said:
I just got my phone replaced by sprint but it cost me $35. I called Sprint, said my phone was acting funny and that I use it for work and needed a new one ASAP. The girl said no problem as long as I cover the shipping and processing $35. I got a new phone the next day and shipped my old one back.
No insurance.
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Did you purchase your phone at Best Buy originally? If so, where you past your 30 days?
surrealmethod said:
I just got my phone replaced by sprint but it cost me $35. I called Sprint, said my phone was acting funny and that I use it for work and needed a new one ASAP. The girl said no problem as long as I cover the shipping and processing $35. I got a new phone the next day and shipped my old one back.
No insurance.
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i think that is pretty good. although u probably could have gone to the sprint store and gotten it replaced without the $35 fee
So, is the one they sent you a Refurb or NEW one??

[Q] New or Refurbished?

I had a rep promise to get me a new device as opposed to a refurbished device. I had to take it into the store because I've had more than three exchanges in the last 12 months, flagging my account.
Would you fight for the new device you were promised if it might take a few days, or would you accept the refurbished device immediately?
I also have the option of sending it to Samsung, but that is a six day turnaround.
I would fight for the new one however the only ones they promised me were refurbs. Good luck
Sent from my BAD A$$ EPIC TOUCH 4G
Are you sure that the device is refurbished for sure? You can check this anytime by ##786# and scroll down to reconditioned status and it will say yes or no with a date and all...just a FYI
I would fight for a new one refurb obviously had a previous problem so just an fyi and personal preference
chrisbriney226 said:
I would fight for a new one refurb obviously had a previous problem so just an fyi and personal preference
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Good point, some people are funny about that some aren't, I personally am one of the ones who does NOT like refurbs...I work for Sprint and see some of the DOA's that come in that are refurb's...
As an addendum, would you take a new white E4T over a refurbished black device?
Moot point now because the supervisor said they were unable to send a new device. Another case of incorrect information from a Sprint rep.
Obviously I'm sure you'll get a different answer depending on what store, your location, or even the employee. But I was under the impression that once you file a claim and get a new phone, that you'll never get a NEW one. I've probably had 5+ replacement devices and I've never gotten a new one :/
I don't mind though, just because it had a problem in the past doesn't mean that it still does. I know sometimes, by just standing in line and listening to people, that a lot of the times the refurbs are just returned because the person doesn't like the phone, or makes up some random bull**** excuse because they just want a different color or what not.
I'm on a refurb and I haven't had any problems with it
When I was getting refurbs when I had my touch pro 2 it took about 4-5 trips to the sprint store to get a decent quality refurb. I think a lot of it depends on the phone
I actually just came from a sprint store after Customer service told me I could get a new phone because of the issues I was having on mine. The phone arrived today. I asked the rep who was activating the phone if it was new or refurb and he said it was refurb. After I got out of the store, I checked and it was new. Now I am wondering if there is way this has been reset because it was not in a box or anything but in a wrapper with piece of paper around it. Anyone know the phone can be reset.

AT&T Exchange Policy?

well my SIII that I received on the 21st is broken for good and won't power up.
I plan to exchange it for the same thing but my question is:
Does AT&T offer some sort of shipping me a new one then I return the broken one when it gets here? Or am I going to have to send mine out then wait for them to process and ship new one?
Appreciate the help.
i dont think any company do it without sending the phone back.
Why dont you take it to your local AT&T store and have them process an exchange?
Sent from my HTC One X using Tapatalk 2
They used to do it that way at one point. Not sure what they do now as its been a while since I've done I it. I've been shipped a phone from AT&T then shipped mine back ac tear receiving new one. If you didn't ship yours back they charged your account for the price of the phone. However I did notice a return shipping label in the box of my gs3.
Sent from my SAMSUNG-SGH-I747 using XDA
stumpyz9 said:
Why dont you take it to your local AT&T store and have them process an exchange?
Sent from my HTC One X using Tapatalk 2
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AT&T Store won't process an exchange because the phone was ordered online
AT&T generally sends you a new phone in the mail with a return mailer to send the old one back in. If the old one is never returned or if the damage / non working condition was caused by you then they will charge full price for the phone..
Call technical support and they will do the rest.. Now the question is do they have any in stock to mail?
If it won't boot because you a brick while root then cross your fingers that they don't notice or care..
Sorry getting used to the new Auto correct on this phone.
Sent from my SAMSUNG-SGH-I747 using XDA
I just called and they are saying they only shipped first for iphones. ha. So I have to either send it out and wait. Or wait for them to come in stock at a store.
Which would be the better route?
Call again because that is BOGUS!
AT&T does not do iPhone exchanges.. Even when it's within the the 30-day exchange period they still direct you to Apple or an Apple store...
I think they fed you a line because they don't have any in stock...
I warrantied a Note and a Skyrocket and both times they sent the new phone to me 1st with a return mailer included for the bad device to be sent back in...
raqball said:
Call again because that is BOGUS!
AT&T does not do iPhone exchanges.. Even when it's within the the 30-day exchange period they still direct you to Apple or an Apple store...
I think they fed you a line because they don't have any in stock...
I warrantied a Note and a Skyrocket and both times they sent the new phone to me 1st with a return mailer included for the bad device to be sent back in...
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They did the same when I had to exchange a couple Captivates. They are feeding you BS. They send you out one and then you send yours back.
Sent from my SAMSUNG-SGH-I727 using xda premium
I dont see what the problem is for you to ship yours out first. You said it wont power on so you wouldnt be able to use it anyways
Sent from my HTC One X using Tapatalk 2
R u sure you charged the battery and see turning it on correctly. One push of the power button doesn't do it. You have yo hold it till you feel it vibrate.
Sent from my SAMSUNG-SGH-I747 using Tapatalk 2
When I got my GS2 it was defective and they sent out a new one to me first and then I shipped my GS2 back to them. And the person who said if you order online you can't exchange at a store is wrong. As long as you ordered it from the att website you can exchange it at any corporate store. When I got my GS2 exchanged through the mail it was after they told me I could exchange it in store but the 3 by me didn't have it in stock(they were already pushing the Skyrocket instead) . One store wanted to exchange it with a Skyrocket so I said no and just did it over the phone.
Sent from my SGH-I777 using Tapatalk
they're pissing me off. Should I call back and ask why they can't ship a new phone first? If not what would be the better move:
1. Take shipping slip they emailed me and send mine out.
2. Wait and exchange it when stores get stock.
raqball said:
AT&T Store won't process an exchange because the phone was ordered online
AT&T generally sends you a new phone in the mail with a return mailer to send the old one back in. If the old one is never returned or if the damage / non working condition was caused by you then they will charge full price for the phone..
Call technical support and they will do the rest.. Now the question is do they have any in stock to mail?
If it won't boot because you a brick while root then cross your fingers that they don't notice or care..
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Not true, I have exchanged several phones to AT&T stores that I have ordered online. Never had any issues.
Many years ago, I had to do an exchange due to a faulty camera button on my phone. (This was like 2005... pre-smartphone days. I'm pretty sure they were AT&T at the time, although they might have switched to Cingular... not sure)
Anyhoo, I called up AT&T, the rep said no problem. Processed the exchange.
About an hour later, I get a text message from the rep telling me that she accidentally processed it as a new sale instead of an exchange, and to call 611 to sort it all out. So I called 611, and the new rep told me that when the new phone arrives, just reject the shipment. It'll get sent back to AT&T, and I'll be credited, and everything will zero itself out.
So, FedEx shows up, I reject the delivery, and I think all is well.
I ended up having to battle that charge for 6 months. AT&T claims that the phone never made it back to their warehouse. Said the phone was signed for. Turns out when I did the FedEx research myself, the phone DID make it back to AT&T, and the signature they saw was the signature from the original delivery.
But the AT&T reps wouldn't hear anything of it. They kept insisting that I was trying to pull some scam over on them. Apparently, tracking numbers and dates don't mean anything to them.
After 6 months of battling, I finally got a supervisor to credit my account as an act of good faith because I had been such a loyal customer. He acted as if he was doing me this huge favor. They still refused to admit that they had done anything wrong.
The ONLY reason I am still with AT&T today is because at the time, the other carriers had crap service in my area, and AT&T had the best phones.
My current contract is up in 3 weeks. I'm debating getting the GS3 with AT&T, or Verizon. Remembering this episode makes me want to lean towards Verizon.
But at any rate, the moral of the story is that whenever you ship something back to AT&T, make sure to get the tracking number, and don't just trust that they'll process it properly. Follow through!
Call them again. They will ask you to do a few things to make sure you have tried everything to get it to turn on. Once you go through that whole process they will set up an exchange for you. They will ship you out a phone and you ship yours back once you receive it. You will ship yours back in the same box. I have done it half a dozen times over the last 2 years with no issues.
Good luck
Exchange
vince24L said:
well my SIII that I received on the 21st is broken for good and won't power up.
I plan to exchange it for the same thing but my question is:
Does AT&T offer some sort of shipping me a new one then I return the broken one when it gets here? Or am I going to have to send mine out then wait for them to process and ship new one?
Appreciate the help.
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Click to collapse
I suggest to always add the asurion insurance, you never know what can happen at any given moment. Also if it is a warranty issue, your local at&t store will exchange it for free, as long as it's not physical damage.
jrbeatz1 said:
I suggest to always add the asurion insurance, you never know what can happen at any given moment. Also if it is a warranty issue, your local at&t store will exchange it for free, as long as it's not physical damage.
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Store will exchange it for you if there's a issue within 30 days.
You will have to contact customer care after 30 days and they will have you go through a bunch of hoops on the phone to try to fix the issue your having. If they can't fix it on the phone they send you another one and then you have to send yours back within 7-10 days otherwise they will add the cost of the phone to your bill.
The only time I can think of the store swapping it out after 30 days would be if there was a shortage of the phone at corporate, but then they would put a note in your account to do the swap for you at the store, but this phone isn't really hard to get your hands on anymore at this point, so I don't get that.
^^ I concure .. An OFFICIAL AT&T store .. no one of these mom and pop stores.. will exchange your phone automatically right there in the store as long as your are within there 30 day period .. in which you are.
My first SGSIII died within 1 week of receiving it from AT&T .. I walked into my local AT&T store and exchanged it that same day (as long as they have stock) .. you should have no problems at all.

Recommend Resellers?

I'm due for an upgrade and have a choice of where to buy my M9. I'm a member at Costco, but have never bought a phone from them, BestBuy is an option, and there are any number of Carrier (Verizon/ATT/Tmob) stores out there.
I'm wondering if any of you could talk about the pros/cons of one reseller versus another.
Thanks!
BillTheCat said:
I'm due for an upgrade and have a choice of where to buy my M9. I'm a member at Costco, but have never bought a phone from them, BestBuy is an option, and there are any number of Carrier (Verizon/ATT/Tmob) stores out there.
I'm wondering if any of you could talk about the pros/cons of one reseller versus another.
Thanks!
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I would say best buy if you're interested in a great warranty. Basically you take the phone to them and they send it out/swap it out in store for a new one. They also give you a loaner phone if they need to send your device out. My wife dropped my new phone in the toilet a while back, I told them that, they swapped it out in store. Another time my friend edited some root files on his phone and couldn't for the life of him get the phone working correctly, they swapped it out in store cuz he said it died during an ota (this is just in my experience I should point out). The plan was 9.99 a month I think. but that was year ago I believe. Purchased a phone at Costco once, but it was a no frills phone for my mother and she never had any issues so I can't speak to their policies really.

Hate to start a new thread but....

Well here it goes, I was lucky enough not to pre order this device and was able to walk into Bestbuy and purchase one. Of course the night that I got my phone or night after with my luck I was getting out of my truck and totally forgot the phone was on my lap and jumped out, it hit my step on my truck and then landed on the gravel. Ended up cracking of course I posted about it when it happened so I jumped through hoops and called Asurion and filed a claim. They sent me a brand new device which is awesome so I sent the other phone back and was fine, well literally a day or so after the recall was announced. Being that it was fresh no one really knew what was going on so I let it be. I have requested my money back from Asurion since technically I paid for a claim that was never needed since they would have swapped the phone anyway which didn't fly because they said they couldn't get my original device back to me, Bestbuy said I can't do anything even though the phones brand new because the IMEI numbers don't match and Verizon is pointing at Bestbuy and Samsung. Asurion has told me that I can't do anything besides wait until they get devices to ship me out another one. It's been over twenty days and they claim it is still on backorder which I don't understand because all carriers have gotten devices to swap everyone out with. At this point I have no idea what to do, I like the device and I just want my replacement but at the same time I think it's taking them a little too long. Just looking for any suggestions ( besides wait ) lol. While I don't think my device has any battery issues and is okay I still don't feel comfortable when I go to charge it every night.
Did you check the IMEI on Samsung's recall website? Or tried the Samsung + app which will tell you if it needs to be recalled? Not every device was affected.
raduque said:
Did you check the IMEI on Samsung's recall website? Or tried the Samsung + app which will tell you if it needs to be recalled? Not every device was affected.
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Yeah mine falls under it and I got the beautiful notification that reminds me everytime I charge it too. Just been a nightmare lol
do you live near an official Samsung store? sounds like you have two options... deal with asurion or Samsung directly
Samsung has really been no help telling me to go to my carrier which tells me to go to asurion. They told me today they have no clue when they will have a device for me. They did offer a full refund but of course I have to jump through hoops. I have to pay the phone off in full with Verizon and send my receipt along with the phone back to asurion and I will get my money back in seven to ten days.
Talk to Verizon online and tell them to annotate your account for a swap. Walk into the store and explain them that what the online folks told you and say that your account has been annotated for a swap.
I did similar for mine as my replacement was having issues and Bestbuy would not take it back as they had none to give out. Initially I went between Samsung, Verizon and Bestbuy. Last resort, I called my credit card to help me out and they suggested to talk to the company to which the payments are being made. So I finally called verizon and walked them through the process (that Discover guys had explained me) and they then annotated my account.
My replacement was heating up and had terrible battery life.. Like 3 to 4 hours.. Charged it like 4-5 time.. Resetted it like 10 times.. Even filed a case with Samsung.. they wanted to send me the device for repair at my expense..
I can feel your pain Man.. dealing with all these nonsense. Just be persistant and things will fall in place..
Well surprisingly after yesterday's call to Asurion it must have either lit a fire under someone or it just happened that they received stock of them at 3am. I got a email saying they finally had some and to call, called this morning and it will be here sometime tomorrow. Scary part is I hope it's not a refurbished unit which I highly highly doubt but anything is possible. I was honestly getting impatient but at the same time, it was just frustrating not being able to get my replacement when it was available to everyone else. Like I said nothing is wrong with my device or i should say at least I don't think but there is always that what if factor and I don't like that. Especially now with there washer machines apparently catching fire too....

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