Develop Bugs

[Q] Warranty question

Hey guys i'm having a problem with the USB port on my evo. It will only charge if the plug is facing up and as soon as it moves it stops charging. Its not the USB cable cause i checked 4 different ones. I got my Evo in june, the day it came out so its still covered under warranty and i also have the $9.99 insurance from best buy. Whats the best way to get that fixed? I read somewhere that if i send it in to sprint i would not get a loaner phone which i think is unacceptable. Thanks

Paulrybicki83 said:
Hey guys i'm having a problem with the USB port on my evo. It will only charge if the plug is facing up and as soon as it moves it stops charging. Its not the USB cable cause i checked 4 different ones. I got my Evo in june, the day it came out so its still covered under warranty and i also have the $9.99 insurance from best buy. Whats the best way to get that fixed? I read somewhere that if i send it in to sprint i would not get a loaner phone which i think is unacceptable. Thanks
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I would think that BB would cover this under warranty and hand you a replacement on the spot. That is what I would do anyways. Otherwise, why pay for the insurance?

I was in the same boat except my charger port completely failed..PC wouldnt see it, no cables or wall sockets would charge it.. I took it into Sprint and they swapped it out for a NEW (yes new, I checked the refurb status and its not) Evo. I got mine in June as well, was a 002 while this new one is a 003.
All I paid was 35.00 for the swap, which was refunded back to me and will show up on next months bill. I did NOT have the insurance from Sprint or BB.

Thanks a lot man. I'm gonna have to try that. I called sprint and after talking to 5 people i was finally connected to HTC and they said i have to send it in and would be without a phone for at least two weeks .

I'm guessing I should probably unroot. right?? or since its the usb port it doesnt matter

Paulrybicki83 said:
I'm guessing I should probably unroot. right?? or since its the usb port it doesnt matter
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I would. While WE know that rooting wouldnt cause that, sprint doesnt care. To them, if you are rooted, you void the warranty.

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??

Well that insurance finally paid off...

Stopped by the Sprint store today to have them look at my battery. It has been acting funny lately. Wouldn't charge then would charge then suddenly would go dead, etc. Have some secondary batteries that work fine but the stock one was a mess.
Anyway, brought it by the store and they tested it and it was ok. They then mentioned that my usb port was kind of loose and ordered me a brand new phone, just like that - no charge.
I was under the impression that there was a $100 deductible, but apparently that is only if you lose or break the phone. If there is a defect like a bad usb port (not my fault), you get a freebie. Cool.
There is no point to this other than it's a nice story about customer service actually serving the customer. Maybe if your phone has been acting up and you have been hesitant to have them look at it because of the deductible you should
** Here's to hoping I get a brand new phone and not some beaten up refurb.

Let me know if its a refurb or a fresh spanking new phone! I need a new one cause my usb port is very loose and wont charge unless bent a certain way. I want to get it turn in but not for $50

I got a phone from Asurion and it was a refurb. They almost always send out refurbs. The refurb I got had, well, I don't know of any other way to describe it but as a dent in the screen kinda like someone took a safety pin and pushed it into the screen. I called asurion about this and told them I don't mind getting a refurb, but my original phone was in better condition than this and I would expect the refurb to have gotten a new screen. He said I'm sorry for the inconvenience and went through his little testing and questions formality and sent me a brand new one. Anyway, the insurance will never be worth it until you actually needed it. I didn't mind paying the deductible actually, especially after they sent me the brand new one for free because the refurb was f'd up.

I hate to say it, but you didnt get lucky or anything. Your usb port was bad, which is a hardware defect, and is covered under the 1 year warranty from the phone. Insurance ONLY is for if you lose, drop, water damage, or get your phone stolen.
And it will be a refurb.

My store swapped out my battery for a brand new one when it was having issues holding a charge. I have found that the service you receive depends greatly upon the staff of the store you visit.
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Assuming you have the total equipment protection (the one that is 7 dolllars) it covers what is called ERP - equipment replacement program, for if you loose the phone or is damaged beyond repair. And then there is ESRP - equipment service and repair, which covers software/hardware defects at no cost. Even if the phone is outside of the one year manufacture warrenty. As long as you have TEP. hope that clears it up
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Yeah i claimed insurance on mine cause i lost it and they sent a older hardware version. Im having the screen seperation issue with it.Think i should call and tell them?...will they send me a different phone?

The sprint store I go to will fix most things on the spot for free if you have insurance. They couldn't fix my usb so they gave me a new phone(so i thought). It turned out to be a refurb and the screen went out three different times in about 4 months. The last time they fixed my phone they didn't put my phone back together properly and now the battery doesn't sit completely flush. Sprint pisses me off sometimes.

Well in regards to the issues with the replacement device gone wrong, they tell you up front its a referb. But that doesn't excuse it from not working. If you are still having issues call into customer care and ask for tech, and then once in tech ask for multiple device replacement group. They will assist you
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I just got a new phone from Asurion not a refurb so it does happen. My experience is that usually if the store orders it at no cost its a refurb and when you go through Asurion and pay the 100 dollars I've gotten new phones, back from my old mogul days.... sometimes if they dont have any available theyll send you the newer model which is how I got my first touch pro

Honestly, with the asurion phones it is generally a refurbished if you only receive the phone and not a phone in a box. Very frequently though, they have been sending out new evos in box. Also, if you do not have TEP, ask the tech about paying 35 dollars to order a new phone. They will still have to open it up and inspect it. However if the phone is liquid or physically damaged, lost or stolen, the store will be able to do nothing. Then you've got to go through customer care and generally they'll order you a new phone or add TEP for you. Hope this information is helpful. Not all of us Sprint techs are against the customer.
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It's considered a warranty replacement rather than an insurance claim, administered by Sprint on behalf of HTC, but a lot of the reps are dumb/shady/refuse to acknowledge its existence.
Technically (and correctly) you don't need TEP/insurance/repair or anything on your plan to get it, but again, depends on the rep.

lol i remember i bought the samsung moment back in august after i got out of basic/ait, and had loads of problems with it, had to get it reset 3 different times, finally when i was home on leave in october, it completely crapped out on me. So i took it to the sprint store, after some smooth talking and careful word choice, ended up just paying the extra $100 and getting a brand new Evo. :]

My USB port broke off the motherboard and I brought it in. They opened it up and showed me that the moisture indicator showed water damage. My phone has never been remotely close to any water, I'm sure it was probably from being in the bathroom when I was taking a shower or something which is ridiculous. I saw a few people mention having USB issues and getting free replacements. I'm sure the moisture indicator was the reason I had to file an insurance claim. I received a brand new phone yesterday, 0004, in a retail box with all the accessories which, for the $100, I'm perfectly happy with. This is my 3rd EVO, paid $190 for my first on launch day, had a $10 Radio Shack coupon, that was replaced right at my 30days due to screen separation, And now $100 for another brand new one. I'm ok with paying $290 for 3 new phones and my 3D pre-order is in so hopefully I can sell my almost new 4G and get most of that $290 back after picking up my new EVO 3D.

Two weeks ago I took my phone in because it was "smashed" had to go through assurion because it was obvioulsy my fault. It was almost worth the $100 when I got back a new in box 004 with an Epson panel. Gingerbread with auto brightness ftw.

solver404 said:
Two weeks ago I took my phone in because it was "smashed" had to go through assurion because it was obvioulsy my fault. It was almost worth the $100 when I got back a new in box 004 with an Epson panel. Gingerbread with auto brightness ftw.
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You sure about gingerbread? I got mine yesterday, Brand new, 0004 w/ Epson screen, 2.2 Froyo installed.

ausch30 said:
You sure about gingerbread? I got mine yesterday, Brand new, 0004 w/ Epson screen, 2.2 Froyo installed.
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He's saying that he can now run GB roms without having to deal with the screen brightness bug since he now has an Epson screen...
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ausch30 said:
You sure about gingerbread? I got mine yesterday, Brand new, 0004 w/ Epson screen, 2.2 Froyo installed.
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Edit: what he said. Lol
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stanglifemike said:
He's saying that he can now run GB roms without having to deal with the screen brightness bug since he now has an Epson screen...
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The way he wrote it sounded like he thought Gingerbread was pre-installed.
solver404 said:
Edit: what he said. Lol
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Actually I forgot about the brightness bug in the leak. Tomorrow should bring the start of a whole new crop of fully functional Gingerbread roms, can't wait. Might have to switch from CM7.

I got the black tie insurance from best buy, i found its way better then sprint
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Getting EVO replaced?

I bought a used EVO off eBay works fine but I was just wondering if it gets lost or damaged or anything, will Sprint replace it? Don't know if I have insurance.
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If you have insurance, any phone you have connected to your number automatically is covered. lets say If you bought a used evo and it was all messed up but you were able to activate it on your line, then you can walk right into sprint for repair.

I was just wondering if it gets lost or damaged or anything, will Sprint replace it?
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Sprint doesn't handle insurance, that's done through Asurion.
Don't know if I have insurance.
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Look on your bill and see if you are paying 7 dollars a month for TEP. If not, call sprint and see if you can add it.

If you have TEP, Sprint had no issues replacing the device so long as the device has been active for 30 days and has the TEP. other wise its insurance fraud.. Just fyi.
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thanks guys, I just added it for my evo. I was wondering if I bring it to the sprint store, will they fix/replace/repair the light leakage on my phone? And vibrating motor is kinda worn out.
Also would they rollback the firmware?

I was wondering if I bring it to the sprint store, will they fix/replace/repair the light leakage on my phone? And vibrating motor is kinda worn out.
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If the phone is less than one year old (from the first activation date) then its still under warranty, and they should fix it. If its past a year, you will have to pay 100 dollar deductible through asurion.
Also would they rollback the firmware?
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No, as discussed MANY MANY MANY times, sprint cannot rollback firmware from 2.3.

return rooted evo at sprint

Hey guys was wondering if anyone has returned a rooted EVO with custom Rom to sprint for insurance claim, my wife's EVO charging port broke and phone is no longer charging, we have insurance through sprint but the phone is rooted and can't return to stock because can't charge it to power it up, will the sprint tech find a way to power it up and not want to file a claim because its rooted and running a custom Rom or should I be ok taking it in like that

It shouldn't be a problem. Your issue is with your charging port being broken, which is a hardware problem. If the problem was related to rooting your phone, things might be different. My understanding is that Sprint generally doesn't care whether or not the phone is rooted, as long as the problem isn't directly related to your phone being rooted.
Sent using my HTC EVO LTE and a magic wand

FinZ28 said:
It shouldn't be a problem. Your issue is with your charging port being broken, which is a hardware problem. If the problem was related to rooting your phone, things might be different. My understanding is that Sprint generally doesn't care whether or not the phone is rooted, as long as the problem isn't directly related to your phone being rooted.
Sent using my HTC EVO LTE and a magic wand
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Thanks for the response, I took it in to sprint and they told Me they couldn't do **** about it even though I have insurance, they said I have to call file a claim and pay $100 deductible and I would get the exact same phone in mail

bayniner said:
Thanks for the response, I took it in to sprint and they told Me they couldn't do **** about it even though I have insurance, they said I have to call file a claim and pay $100 deductible and I would get the exact same phone in mail
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If you have TEP (Total Equipment Protection) they should fix it. I think you still have to pay like $35, but it beats the $100 deductible through Asurion, and you get your phone back, not a replacement. Take it to an authorized Sprint repair center and see about getting it fixed.
Sent using my HTC EVO LTE and a magic wand

FinZ28 said:
If you have TEP (Total Equipment Protection) they should fix it. I think you still have to pay like $35, but it beats the $100 deductible through Asurion, and you get your phone back, not a replacement. Take it to an authorized Sprint repair center and see about getting it fixed.
Sent using my HTC EVO LTE and a magic wand
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I did take it to a repair center and the technician opened it up and said it couldn't be repaired, do they send you back the same phone I thought the EVO 4G was discontinued, I would of preferred to get it fixed than pay deductible but they said no

Asurion will send you a replacement EVO, unless they tell you otherwise.
Sent using my HTC EVO LTE and a magic wand

With how old the EVOs are now, the charging port may just be filled with pocket lint/dust, not allowing the charger to make a complete connection with the port. Trying cleaning it out with a toothpick and see if that helps at all since they aren't helping you at all at the moment.

Interesting, if this it's the case, my next phone is going to be purchased at best buy, they ask no questions.
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My power button quite working 7-8 months ago so I took it to a local service center. It was obviously rooted and the tech there flashed it back to stock rom (left root intact) and ordered me a replacement. He never said a word about it and the cust. service woman that I talked to asked me what ROM it was so they obviously knew. I'm not sure if she added any notes to my account or not but they were very nice and helpful.

Even with TEP, Sprint won't fix a broken charger port because it's defined as physical damage so you have to send it to asurion. That's what they told me when mine broke and the replacement came shipped with the same issue. And Sprint changed their policy a while back, they will accept rooted phones but when they return it to you it will be stock with the latest software.
Sent from my EVO using xda app-developers app