Develop Bugs

Bad Sprint corp rep

Has anyone ever had any problems trying to get their phone fixed at a Sprint repair store? I had trouble with one employ, he wouldnt replace my evo for the white heat spots on my screen. I believe this is a manufacture defect so don't they have to replace it? And he was a **** to me assuming of my age and was asking if I rooted my evo. I ha e the newest ota update why would he ask, just because my phone can landscape and I had launcher pro, shows how much he knows about Android. Anyways I finally called customer care and they didn't hesitate to replace my phone. I go in today to have this same employ haras me with his questions of why I wanted it replaced??? I was upset and told him I didn't want a ****ed up screen... And the place got quiet, I get my replacement Thursday and also complaining about this store rep. He was the worst.
Sent from my PC36100 using XDA App

I'd simply replace the screen if I had the particular one your phone needed. Less hassle, happier customer, more money in my pocket for a repair vs an exchange.

Some men just want to watch the world burn.

Yeah I was about to do it my self, but I figured just take it to Sprint, Haha let's see when he burns in hell
Sent from my PC36100 using XDA App

I have this white heat spot on my phone, I never knew it was a defect. Can I get it replaced if I don't have the insurance?

same thing here, just my phone has been power cycling randomly. they at the store claimed its a lose usb port and FLAGGED my phone damaged beyond repair as if i broke it. now heres the kicker.....my phone has never had issues connecting to my laptop nor charging. yet its the reason its boot looping... they told me to claim it on insurance which means $100 out of pocket. HA! i called sprint and complained but they couldnt remove the flag so i can take it to another store....i had them credit my account 100 and had to file the claim..smh 3 days of complaining

fldash said:
I have this white heat spot on my phone, I never knew it was a defect. Can I get it replaced if I don't have the insurance?
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It's not a known issue, so you'd have to pay $35 to get it replaced.

Damn reps act like they are the ****. Makes me mad because I paid all this money for my evo and I get back referb with Damn heat spots, the lady that helped me through customer service was nice and she said well ill send you an eticket to get it replaced, I say its manufacture defect because its not our fault the phone here white spots, so they should have to Atleast repair or replace, I didn't take no for an answer from this guy. He even said he was going to flag me for this so I can't get another replacement for the same issue. I will probably be back if I find a defect in my new replacement. I bet if that rep broke his phone he wouldn't hesitate to replace it himself, so why the hell do they act so ignorant?
Sent from my PC36100 using XDA App

Ya..I had mine replaced 6 months ago for same said reason. Last month my 3G borked and they replaced it with a refurb that booted up with the same issue..ordered another one..yep..exactly the same and the rep finally gave me a NIB 004 just two weeks ago. Two repairs in a year saved me $14 instead of paying the insurance every month.
Those spots actually grow over time, so if your under the 1 year I would recommend paying the 35+tax and make sure the replacement is not the same way. Best time to find it is on initial bootup, so watch them activate it. Better yet, ask them if you can, will also prevent an upgrade they may do.

Yeah I almost hit one for getting in my face
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That's that's what I was waiting for, I will keep this in mind if the next refurb is a fail. $35 to get me a new phone? I thought it was $50 I read mix number all over these forums, next time ill be paying that $35 instead of dealing with an ass hole of a rep lol, yeah my spots actually got worst while playing with my phone. Thanks
Sent from my PC36100 using XDA App

Yeah I feel you, he kept harassing me with his questions, I'm 19 yeah I know he might be thinking I'm just trying to screw them over, but still he didn't have to act that way, we be customers probably longer then he was even employed there, I hope I don't get someone like that again, most likely he will be there with my replacement.
Sent from my PC36100 using XDA App

dpilcher said:
Ya..I had mine replaced 6 months ago for same said reason. Last month my 3G borked and they replaced it with a refurb that booted up with the same issue..ordered another one..yep..exactly the same and the rep finally gave me a NIB 004 just two weeks ago. Two repairs in a year saved me $14 instead of paying the insurance every month.
Those spots actually grow over time, so if your under the 1 year I would recommend paying the 35+tax and make sure the replacement is not the same way. Best time to find it is on initial bootup, so watch them activate it. Better yet, ask them if you can, will also prevent an upgrade they may do.
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So the 0004 hardware does not suffer from the heat spot issue?

dsf3g said:
So the 0004 hardware does not suffer from the heat spot issue?
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I really can't say for sure, all my phones and the replacements that were ordered were all 003 versions. This is my first 004 (Edit: Second, my son's I picked up at Best Buy when it dropped to $50 is also an 004)and this one did not have the issue and is running just fine all around. I do however wish I had received the Nova screen instead of the Epson. I had heard it was not as bright, and that for sure is the case. Indoors it really looks great, but step outside....better look for some shade to see the screen. I can deal with that, just glad they finally took ownership of the manufacturer's issues and were never rude at any point.
Still, I'm in awe at how that many refurbs (for me anyway) in a row had the exact same issue and that it passed to go back into the replacement pool.

Those people are called Super Reps.
Sent from my PC36100 using XDA App

I'm a tech at a store also and the $35 represents getting a replacement phone without insurance compared to free if you do have insurance. If you take it to a service and repair store they should be able to replace the LCD for you in store, depending on which LCD you have.

so i just received my referb replacement and it was fine, i did get hardware 003, i was expecting 004. Well i get home to login into google account, and BAM!! bootloop all the way back to sprint repair store, the rep who helped me saw it and was shocked, so they hard rest and it kept doing it. Finally i just called the insurance to just get a new phone, well they said for $100 I could either get another referb or maybe a new one, they claim not to have control over that. i said to hell with all this, i called customer care and they are sending me another evo to my home. Damn just randomly reboots so annoying, why cant sprint just give me a new phone to get rid of me already haha. oh and i get a new otter box because my kick stand broke, sad day sad day!!

Radio Shack

So last Friday I bought my SGSIII at Radio Shack. Dude asked me if I want their insurance. I tell him "No I already have insurance through Sprint" last night I get home and my phone falls out of the car. Screen cracks in the upper right corner. I call Sprint to file a claim and they tell me that Friday July 27th the insurance was removed from the account. LOL WTF? Radio Shack guy deleted my insurance. Now I have to go in circles with Sprint and Assuron to see if they will add the insurance back on and take my claim. But I'm thinking that I should do into Radio Shack and demand a brand new phone free of charge. Who agrees?

Im guessing your from the states and Im from the uk. But if i had this problem then i wiuld honestly go to Radio shack and ask if you coukd still have the insurence. As it is still withing a 14 day prerod. And then if they agree and it all gets set up then i would wait a few after the insurence is active and then claim on the insurence lol.
Sent from my GT-I9300 using xda premium

Cant you just return it for another one since you are still within the 14 days?

DroidBabe said:
Cant you just return it for another one since you are still within the 14 days?
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I'm not sure if Radio Shack has that and if they cover damage. I think the 14 days is if you are not satisfied with the product.

"If you are not satisfied with your purchase for any reason, and it is in its original new condition, simply call us within 14 days of the activation or process date shown on your sales receipt"
However I will talk to the store manager because I do not feel that I should have to wait for Sprint to determine if they will accept the claim because of Radio Shack's error. With a crack there is always a potential for more damage. Crack gets larger etc... We'll see what they say

If he removed your insurance without telling you, you should try demanding a new phone.

yousefak said:
If he removed your insurance without telling you, you should try demanding a new phone.
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I'm going to give it a shot. I called but the store manager is not in until this evening. The person there says she does not have the authority to do anything.

same thing happened to me when i tried to activate phone when i got my s3 luckly i caught it in time was able to get my battery replaced becuase they added insurance back to my account when i got activated

demanding a new phone from the shack wont work. They wont even think about covering damage done by the consumer. Your best bet is to call asurion and sprint and hope they feel it was a misunderstanding. Did you always have insurance b4 getting the s3?

I work at radio shack..
From my experience, it was the sales mans fault for not putting it back on.
We aren't supposed to sell sprints insurance. So when he upgraded the phone he had to select premium data and didn't check the tep insurance. It usually gets removed and you have to add it back on. Then again you could've had some **** of a salesman.
Usually we're pretty good at radio shack, we help the customers out alot.
Go in there let them know the situation. It could've been an inexperienced sales guy. Bring in proof of having insurance as well from your last phone
Sent from my galaxy nexus using xda app-developers app

If not, you can get radioshqck insurance BEFORE you complain. Go the next few days and turn your phone in. The deductible is less than sprints but they have to ship the phone out so you need a backup phone. Usually takes 3-14days from my understanding
Sent from my galaxy nexus using xda app-developers app

Same thing happened to me when I got my phone from best buy. Declined their insurance because I had sprint's. Got home and checked online to make sure insurance was still there, but it had been removed. Chatted with sprint and was told they themselves removed it because instead of paying the usual $8 it had gone up to $11 because of the "suggested retail price when it launched and the rising replacement cost of high end phones, they found it necessary to increase TEP monthly charges". They put it back once I agreed to the change in price

joebarkho said:
I work at radio shack..
From my experience, it was the sales mans fault for not putting it back on.
We aren't supposed to sell sprints insurance. So when he upgraded the phone he had to select premium data and didn't check the tep insurance. It usually gets removed and you have to add it back on. Then again you could've had some **** of a salesman.
Usually we're pretty good at radio shack, we help the customers out alot.
Go in there let them know the situation. It could've been an inexperienced sales guy. Bring in proof of having insurance as well from your last phone
Sent from my galaxy nexus using xda app-developers app
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I'm waiting for the store manager to call me back on it. Hoping she will do what's right and exchange the phone. Sprint is looking into weather or not they will honor a claim like I said but there's a chance they may not and there's also this waiting time now.

I got my G3 at Radio Shack and the salesman assured me I could get my $38 Activation fee waived given my 10+ tenure with Sprint.
It's not that he was wrong it's that he was very wrong. He was either ignorant or deceitful. Get it in writing.
--
Sent from my Samsung Galaxy S3 powered by Blazer ROM 1.6.

MikeyLee said:
I'm waiting for the store manager to call me back on it. Hoping she will do what's right and exchange the phone. Sprint is looking into weather or not they will honor a claim like I said but there's a chance they may not and there's also this waiting time now.
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pretty much the same thing happened to me.
bought it at rs
cracked the screen
sprint said the ins was removed.
they said it was a possible glitch though because of going to a higher tier ins.
all you need to do is call them and explain it.
a rep will back date the insurance to the date you purchased it.
was a pain for me but i got my replacement

dtr145r said:
pretty much the same thing happened to me.
bought it at rs
cracked the screen
sprint said the ins was removed.
they said it was a possible glitch though because of going to a higher tier ins.
all you need to do is call them and explain it.
a rep will back date the insurance to the date you purchased it.
was a pain for me but i got my replacement
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Click to collapse
Radio Shack isnt doing anything for me. I feel that they should replace it. I should not have to wait and risk further damage

We always have nothing but problems regarding insurance with customers that purchase their devices at RadioShack. Most customers do not return to RadioShack when they have a problem, they go to Sprint repair location. Then we have to explain that they don't have insurance and RadioShack duped them.
It's an all-around headache for me at least. I'm not knocking any employees here, but RadioShack's marketing on their insurance is deceitful and shady.

EASY.. Demand the manager log in to sprint terminal and add the insurance back, it can be done.

joebarkho said:
I work at radio shack..
From my experience, it was the sales mans fault for not putting it back on.
We aren't supposed to sell sprints insurance. So when he upgraded the phone he had to select premium data and didn't check the tep insurance. It usually gets removed and you have to add it back on. Then again you could've had some **** of a salesman.
Usually we're pretty good at radio shack, we help the customers out alot.
Go in there let them know the situation. It could've been an inexperienced sales guy. Bring in proof of having insurance as well from your last phone
Sent from my galaxy nexus using xda app-developers app
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This hes pissed you messed up his rssp and post attch. That could be his job but if you get what you want no need to have him get axed :angel:

Radio Shack did not do anything for me. I talked to the store manager. She talked to her DM and they sand they will not replace the phone. I faxed her my current Sprint account info showing there is no insurance and faxed her my last bill showing I was billed and had it prior and still nothing. She is supposed to be contacting their Sprint sales rep to see if he will do anything about it. It's not a matter of getting the insurance added back on. it's a matter of getting the phone replaced and not having to pay full price for another.

Broken Screen and Tmobile Insurance

So my wife got a S3 and its really the first NICE phone she has ever owned, well she was startled by a Water Moccasin (snake not the shoes) and dropped it on concrete breaking the screen.
My question is, what happens when I take it to T-Mobile and use the replacement insurance? Will they take the phone and give her a new one?
Basically what I was thinking was if they let us keep the one we bought and give her a new one (with the $200 deductible) I could replace the $220 screen and digitizer and take the old fixed S3 for myself. So that would be around 440 bucks for me to upgrade (I'm about a year away from an upgrade).
I have an S2 T989 so its not a giant deal I upgrade this way, but I thought maybe you all had some better ideas.
Thanks
Tony

tonebone said:
So my wife got a S3 and its really the first NICE phone she has ever owned, well she was startled by a Water Moccasin (snake not the shoes) and dropped it on concrete breaking the screen.
My question is, what happens when I take it to T-Mobile and use the replacement insurance? Will they take the phone and give her a new one?
Basically what I was thinking was if they let us keep the one we bought and give her a new one (with the $200 deductible) I could replace the $220 screen and digitizer and take the old fixed S3 for myself. So that would be around 440 bucks for me to upgrade (I'm about a year away from an upgrade).
I have an S2 T989 so its not a giant deal I upgrade this way, but I thought maybe you all had some better ideas.
Thanks
Tony
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Unless it's was lost or stolen then they usually require you give them the damaged phone.

aznmode said:
Unless it's was lost or stolen then they usually require you give them the damaged phone.
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Just out of curiosity, if you claim a phone lost, do they flag the phone so it can't be used again?

tonebone said:
Just out of curiosity, if you claim a phone lost, do they flag the phone so it can't be used again?
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They usually do so no one else can use it or reactivate it. Whether that's automated or they have to manually do it, that I dont know. But once its blocked its paper weight. But maybe you can activate it on Straight talk which can use Tmo towers.

I think the deductible is $130, but maybe Im wrong.

stevessvt said:
I think the deductible is $130, but maybe Im wrong.
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The reason I say is 200 is because she had the G2X, I screwed up the baseband and it would make stupid crazy noises when in call, so we took the phone to Tmobile, after I returned it to stock, and the replaced it with the s3 and she handed the G2x over to me.

tonebone said:
The reason I say is 200 is because she had the G2X, I screwed up the baseband and it would make stupid crazy noises when in call, so we took the phone to Tmobile, after I returned it to stock, and the replaced it with the s3 and she handed the G2x over to me.
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doubt they would do that for you with an S3, the G2X was a curse they didn't want it back in their store any longer. By the way there was a baseband flash fix that is all you had to do to fix the crazy transformers sounds... But ya they will more then likely take the S3 from you guys.

mt3g said:
doubt they would do that for you with an S3, the G2X was a curse they didn't want it back in their store any longer. By the way there was a baseband flash fix that is all you had to do to fix the crazy transformers sounds... But ya they will more then likely take the S3 from you guys.
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Yeah I knew what was wrong with the phone, I just wanted that phone gone.

I once lost my Sensation 4G and filed an insurance claim. I received my new one the next day and used it for about a week. Then I actually found my old HTC and gave it to a family member who is still using it today. Phone was never blacklisted or anything like that.
I think you'll be fine.

Hey OP, So you had a G2X and did a replacement claim through Tmobile on it and received a S3?
Thats awesome lol
I've been waiting for them to stop sending out g2x's as replacement so that I can finally throw my g2x at a wall and receive something else.

alexroa54 said:
Hey OP, So you had a G2X and did a replacement claim through Tmobile on it and received a S3?
Thats awesome lol
I've been waiting for them to stop sending out g2x's as replacement so that I can finally throw my g2x at a wall and receive something else.
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Yup that's what we did, unfortunately we had to pay the $200 deductible for it to happen, but with all the trouble that phone caused my wife its well worth it.
Also, my wife went in to the store and talked to an actual person that understood her frustration. I think most T-Mobile employees know how ****ty that phone is, and personally, I thought they stopped using the G2x months ago. At least they should have.

I paid $80 to get a replacement phone. They ship refurbished units. I regret i didnt just say it was stolen and sell the broken screen one as is to some guy that would use it overseas.
Sent from my SGH-T999

Deductible is $130 and are you guys seriously discussing insurance fraud on a public forum??

Why does this $130 deductible come from? Why did we have to pay 200 just a month ago.
As far as the fraud comment, I was just curious and was asking questions about Tmobile's policy.

Almost all insurance has a deductible. If you read the pamphlet that came with the paperwork for the plan it's like $7.99 a month and a deductible of $10, 20 , 30, 130. I forget the exact amounts but it's based on the value of the phone. The deductible is why I said NO THANKS! It's not like those old Best Buy replacement plans, those were sweet deals.

tonebone said:
Why does this $130 deductible come from? Why did we have to pay 200 just a month ago.
As far as the fraud comment, I was just curious and was asking questions about Tmobile's policy.
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The deductible based on the value of the phone.

[Q] Destroyed Screen

I wont go into details, but honestly first time i've ever completely destroyed a phone.
Short story, fell out of my pocket getting into vehicle.
I've always had insurance and still do, so I took it in to a Sprint store to get it looked at.
Initially the lady that I first went to, saw my phone looked up my account, and said ok its still in warranty, so I'll get you a replacement.
Then some dude came over and told her that she cant do that, and to get it serviced through their equipment protection plan.
Is there anyway this can get fixed without paying the replacement fee/copay?

Sawdizzle said:
I wont go into details, but honestly first time i've ever completely destroyed a phone.
Short story, fell out of my pocket getting into vehicle.
I've always had insurance and still do, so I took it in to a Sprint store to get it looked at.
Initially the lady that I first went to, saw my phone looked up my account, and said ok its still in warranty, so I'll get you a replacement.
Then some dude came over and told her that she cant do that, and to get it serviced through their equipment protection plan.
Is there anyway this can get fixed without paying the replacement fee/copay?
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I wish there was, been in this exact same situation and thought the same thing. Unfortunately Sprint doesn't do that anymore and you do have to go through their equipment protection plan.
Sorry

Nickitt said:
I wish there was, been in this exact same situation and thought the same thing. Unfortunately Sprint doesn't do that anymore and you do have to go through their equipment protection plan.
Sorry
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Bummer, it sucks. It was just a freak thing that both mine and my girlfriends SIII screens broke in the same week. Trying to avoid the $300 for both to be fixed. I'm chatting with Samsung now to see if there is anything they could do for me.

Sawdizzle said:
Bummer, it sucks. It was just a freak thing that both mine and my girlfriends SIII screens broke in the same week. Trying to avoid the $300 for both to be fixed. I'm chatting with Samsung now to see if there is anything they could do for me.
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I was going to say, that will probably be honestly your only hope. You may get lucky and try a different Sprint store. Anything is worth a try at this point it sounds like.

Nickitt said:
I was going to say, that will probably be honestly your only hope. You may get lucky and try a different Sprint store. Anything is worth a try at this point it sounds like.
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Click to collapse
Yeah. Will do.
I'll report back on my findings... *if there are any that is lol*

Good luck dude! Hope for the best, expect the worst.

Sawdizzle said:
I wont go into details, but honestly first time i've ever completely destroyed a phone.
Short story, fell out of my pocket getting into vehicle.
I've always had insurance and still do, so I took it in to a Sprint store to get it looked at.
Initially the lady that I first went to, saw my phone looked up my account, and said ok its still in warranty, so I'll get you a replacement.
Then some dude came over and told her that she cant do that, and to get it serviced through their equipment protection plan.
Is there anyway this can get fixed without paying the replacement fee/copay?
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Click to collapse
What exactly got damaged on the phone? If the screen was cracked then due to the policy change about 2 years ago you'll have to go through insurance not sprint. They now consider that physical damage that's not repairable in store. Your out of luck.
I don't remember but is the insurance deductible really 299? In November I chose best buy insurance instead of sprint due to always having issues at sprint. The third party centers were better in my area than the actual retail store but sprint decided to shut down the third party center here. Oh well.
Sent from the Great Galaxy Note 2 using Tapatalk 4

yankees45us said:
What exactly got damaged on the phone? If the screen was cracked then due to the policy change about 2 years ago you'll have to go through insurance not sprint. They now consider that physical damage that's not repairable in store. Your out of luck.
I don't remember but is the insurance deductible really 299? In November I chose best buy insurance instead of sprint due to always having issues at sprint. The third party centers were better in my area than the actual retail store but sprint decided to shut down the third party center here. Oh well.
Sent from the Great Galaxy Note 2 using Tapatalk 4
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Click to collapse
The whole thing is busted, the screen is completely trashed, outside casing is beaten up and effed, missing the screen glass in the corners of the screen, and the back will not snap on in places. I have insurance, Just with bad timing I would need to replace both mine and my girlfriends as she had broken her a few days later. Hence the $299 I was saying $150 per phone for the deductable.

Sawdizzle said:
The whole thing is busted, the screen is completely trashed, outside casing is beaten up and effed, missing the screen glass in the corners of the screen, and the back will not snap on in places. I have insurance, Just with bad timing I would need to replace both mine and my girlfriends as she had broken her a few days later. Hence the $299 I was saying $150 per phone for the deductable.
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Click to collapse
Best thing is to pay for insurance replacement. It's better to get a new one then try to repair. Unless sprint will order a replacement at no charge which will be almost impossible. Good luck
Sent from the Great Galaxy Note 2 using Tapatalk 4

Sawdizzle said:
I wont go into details, but honestly first time i've ever completely destroyed a phone.
Short story, fell out of my pocket getting into vehicle.
I've always had insurance and still do, so I took it in to a Sprint store to get it looked at.
Initially the lady that I first went to, saw my phone looked up my account, and said ok its still in warranty, so I'll get you a replacement.
Then some dude came over and told her that she cant do that, and to get it serviced through their equipment protection plan.
Is there anyway this can get fixed without paying the replacement fee/copay?
Click to expand...
Click to collapse
This is why I will NEVER buy my devices from Sprint. I always buy at Radio Shack because you can destroy your phone, walk in the store and walk out with a brand new one and not a refurbished piece of **** that Sprint makes you pay $50 more bucks for.

Sawdizzle said:
.... I was saying $150 per phone for the deductable.
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Click to collapse
Sorry to hear about your situation. I don't know of any tips to help.
On a side note, this is why I don't get the insurance. I think it's a total rip off for the most part. People pay around $7 to $10 a month, which works to around $168 to $240 over two years. Not the issue. But then you have play additional $100 to $150 dollars deductible. This works out ok earily in the life cycle of the phone, but towards the end, it's the same cost for a new phone out of contract. And you don't get a choice on the deductible like with car insurance. I think a more reasonable deductible is $50 with the same insurance rate.
Granted, I don't know the numbers of how many broken phone claims the insurance company or Sprint get. It's possible, people, in general, are reckless with them and are having to replace them like underwear. My guess, probably not, and it's just easy money for the most part.

T-Mobile G3 stolen

As the title says my g3 was stolen this afternoon. By someone I work with when my back was turned. Not sure who it was. Reported to police, and then called T-Mobile to find out about the 175 dollar deductible. Yeah I'm a little ticked right now. What should I expect from the replacement? Different color? Will I even get the same phone? (Maybe they'll send a n6 ) Doubt it but I can always wish.

justibasa said:
As the title says my g3 was stolen this afternoon. By someone I work with when my back was turned. Not sure who it was. Reported to police, and then called T-Mobile to find out about the 175 dollar deductible. Yeah I'm a little ticked right now. What should I expect from the replacement? Different color? Will I even get the same phone? (Maybe they'll send a n6 ) Doubt it but I can always wish.
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They will send you the same phone and its probably going to be refurbished unfortunately. Sorry to hear about your phone getting stolen. At least the imei and esn numbers are blocked.

Damn that sucks, no camera's at your job?

Have you tried to locate it with android device manager?

Itll be a refurb. Thats what im using right now with no problems surprisingly. Except idk why your deductible is so much. Mine is 150 and i didnt even have to do that route last time they let me do some 5 dollar warranty replacement.. Ask em about the 5 dollar replacement and see what they say

tarroyo said:
Damn that sucks, no camera's at your job?
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Click to collapse
Nope.

Swizzle82 said:
Have you tried to locate it with android device manager?
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They turned the phone off. Bit I did a lock through the device manager. And stopped service to the phone, and reported to the police.

That sucks dude.
Sent from my LG-D851 using XDA Free mobile app

That is too bad.... Hopefully they are FSU fans and the karma bites them in the ass GO DUCKS!

_-..zKiLLA..-_ said:
Itll be a refurb. Thats what im using right now with no problems surprisingly. Except idk why your deductible is so much. Mine is 150 and i didnt even have to do that route last time they let me do some 5 dollar warranty replacement.. Ask em about the 5 dollar replacement and see what they say
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5 dollar warranty replacement is for defects if you have insurance. there is no way they would ever do that for stolen phone. i used to work for tmo and have friends that are reps.