Develop Bugs

question about exchanging evo

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.

What's the ETA for Asurion replacement claims right now?

I accidentally dropped my phone on concrete floor and shattered the screen My claim has been approved yesterday morning, but hasn't shipped yet. I'm wondering if anyone here knows how long am I gonna have to wait to get my replacement? They said up to five days, but I just figured i would ask people here who have already gotten their phones replaced.

They were extremely fast when I had to make a claim. Unfortunately that was the only thing they did good, I got stuck with the phone they sent me even though it was garbage and had a busted speaker.
I have best buy's warranty now since there is no deductible and you can make more than one claim, I havent had to use it though so I dont know if they are easy to work with.

xHausx said:
They were extremely fast when I had to make a claim. Unfortunately that was the only thing they did good, I got stuck with the phone they sent me even though it was garbage and had a busted speaker.
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When was that, exactly? Also, you should call them up and demand a new phone. That's unacceptable and they will replace your phone, no questions asked.

wait a minute even after paying deductible u still get a used or a refurbished EVO?

zeuzinn said:
When was that, exactly? Also, you should call them up and demand a new phone. That's unacceptable and they will replace your phone, no questions asked.
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It was around December last year, it was for my old HTC Touch. I had just quit smoking at the time and had to leave the sprint store before I got arrested, I was seriously about to back hand the girl who told me "it wasnt that bad."
I have been compensated by sprint in other ways so I havent left them yet but I just noticed on my new bill they are charging me fees and taxes for Arizona + the state I actually live in. And I have never lived in or even been anywhere near Arizona. So yeah, they are trying my patients.
I've had the same phone number for almost ten years now, great way to treat your loyal customers huh

GHOST99K said:
wait a minute even after paying deductible u still get a used or a refurbished EVO?
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part of your contract.
asurion is a major insurance provider, almost every carrier. and you are supplied with refurbished replacements as necessary.

Just made a claim for my EVO yesterday. It seems to me that they're too new to be replaced by refurbished models. A couple friends who work at separate Sprint stores seem to think the same thing, but have yet to see any EVO's replaced yet. We will see and I will update when it comes in.

I made a claim Saturday, and it arrived yesterday (Wednesday). Once it was processed, it was overnighted....and get this.....BRAND NEW!

I made a claim on Tuesday (7/27), it was approved on 7/28 & the CC information was taken then as well. I have no idea when my replacement will come but I will also update when I get it.
My current shattered evo still works & I am trying to consider the cracks in the screen a live wallpaper, but thats not really working.

despite what the best buy sales reps might tell you, their insurance gives out refurbs as well. personally i really like refurbs, since your less likely to have problems since the item has now been double/triple checked. my experience with refurbs has been excellent, YMMV. best buy salesman told me sprint insurance deduct is 150 (lie) and you can only make 1 claim a year (lie) and best buy gives you a new phone, not refurb (lie again). i actually have both insurances on my account right now, not sure why. if i break it maybe i can get 2 new (refurb) phones

Journeyjeans said:
I made a claim Saturday, and it arrived yesterday (Wednesday). Once it was processed, it was overnighted....and get this.....BRAND NEW!
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how would you even know if it was brand new or a refurb? refurbs look new.

xHausx said:
So yeah, they are trying my patients.
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you're a doctor?

OneStepAhead said:
despite what the best buy sales reps might tell you, their insurance gives out refurbs as well. personally i really like refurbs, since your less likely to have problems since the item has now been double/triple checked. my experience with refurbs has been excellent, YMMV. best buy salesman told me sprint insurance deduct is 150 (lie) and you can only make 1 claim a year (lie) and best buy gives you a new phone, not refurb (lie again). i actually have both insurances on my account right now, not sure why. if i break it maybe i can get 2 new (refurb) phones
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Why would you want to pay for both insurances?
I learned the hard way about BB insurance - Dork Squad protection only covers manufacturer defects, normal wear & tear, and does NOT cover lost, stolen, physical or water-damaged phones. Nor do they repair your phone on-site in their store (unlike some Sprint stores) - rather, they send it out to a repair center to get it fixed, with a $150 deposit for a p.o.s. loaner phone while it's out for repair, and they will ONLY replace it with a new phone if they deem your phone unrepairable at the repair center. Funnily enough, it took the dork at the Dork Squad counter longer to fill out a repair claim form than it ever did for me to fill out a claim online at Asurion.
Considering BB charges $10/mo for their insurance (which is already covered by Sprint, or whatever phone company, as well as the manufacturer) and a $150 loaner deposit, whereas Asurion charges $7/mo with a $100 deductible for a refurbed phone (although I think Evo's are new, since my replacement was hehe), I wouldn't waste my money on BB's insurance again. I'm still fighting with them to replace a laptop they've fixed 3 times within a year under their dork protection's 'lemon' clause, and they continue to insist my screen was replaced 3 times for different reasons each time...but that's another story lol.

oh, and the ETA for my replacement Evo was about 5 days (claimed on a Friday night, got it on a Wednesday).

OneStepAhead said:
how would you even know if it was brand new or a refurb? refurbs look new.
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The phone is coded as such. ##786# will tell you refurb status and date. If its new it will say " <Not Available> " under both of those.

SteelH said:
The phone is coded as such. ##786# will tell you refurb status and date. If its new it will say " <Not Available> " under both of those.
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Thanks. I thought my replacement was refurb as the store manager was claiming as such. I had to file a Sprint warranty repair since my USB port snapped off the board from normal use.
Loving my replacement. No light leakage + Epson + 003

[Q] For those who got replacement EVO's

If you have recently received a replacement EVO, did you get a NEW or Refurb'ed phone?
Did they send you one or did you get it at a Service Center?
TIA

Sprint replaced my Evo back in August with a refurb through advance exchange. However, refurb was just as shiny and nice as a new one. I do not have a Sprint corporate store anywhere near me so all of this was done in the 3rd party repair center who then pushed me off to customer service and then it took 4 days of argueing to get them to replace my phone. The screen was falling off it.

I filed a claim through Asurion and they sent me a brand new phone next day.

Thanks for the replies, keep them coming.
I want to know what Sprint is handing out as replacements for defective phones.
So far what I've seen is if you get a replacement at a store you get a refurb'ed phone. According to Sprint a refurb has a new outer case and the guts have been repaired.
I've had problems with all the EVO's Sprint has sent me when I am Roaming (we have a second home in the mountains), in that the phone gets 5 or 6 bars of antenna strength, but it won't make calls or get data service. Looks as if it is trying to connect to a tower that is not provisioned for Sprint use. My Blackberry and my wife's Hero only show 1 bar of antenna strength, and they both get phone and data services. I hate having a premium data service that doesn't work, Sprint says they will replace the phone again, I just don't want a refurb'ed phone, dunno why, I just don't. And I don't think a new phone would be any better.

ive gone through warranty hell with Sprint and am on my 3rd replacement in 3 weeks. All have been refurbs, however they said if I have problems with this one they will replace it with a new one.
However I had to discuss this with the manager.

Due to the popularity of the Evo, I doubt getting a "New In Box" replacement from Sprint will ever happen. If you are willing to shell out $100 and you have the phone replacement insurance, you can file a claim through Asurion and you will get a New In Box replacement within a couple days. I have had to do it twice now (yes I am clumsy and my kids don't help my cause ) and both times I got a brand new phone within 2 business days of filing a claim.

They will give you Refurbished Phones, ive gone thru 3 different Refurbished before they gave me a BRAND NEW ONE
First Refurb - Bad Antenna
Second Refurb - Bad Volume Keys
Third Refurb - Wouldn't Charge
4th Phone brand New - WORKS PERFECT

I just got a replacement but its so nice and shiny i don't care, everything works thats all i care about.

I got my replacement a day after I filed the claim, it was a refurb, but badly refurbished. Looked like glue had leaked out the side, volume button felt funny, so I called assurion or whatever it is, and they over nighted me a brand new EVO. Unexpectedly it was they're suggestion I didn't even have the chance to yell at them to send me a NEW one. Pretty impressed.
Now I see you are talking about getting one from a sprint store, I had to do that when my charging port went bad, that was a refurb, but looked and acted as brand new. Sorry for the confusion.

I
was issued a Refurb in great condition

I got a new one through the service center after waiting 3 days for it to come in.

Had a dead pixel after 20 days. They replaced with a brand new Evo, no questions asked. The store manager said they are replacing with new units, not refurbs, as of 2 weeks ago.

I'm a bit confused by what i am reading here. Does everyone get charged $100 regardless if you get a refurb or new unit if you are paying the $7 for the insurance? It sounds like some of you got new units without having to pay a deductible.
I'm not sure it would be worth it for me to keep paying for the insurance if there is a $100 deductible. I can pick up a used phone for around $350 on ebay now. Assuming the price drops in a few months, maybe i'll be able to get one for $250. Not sure it's worth paying $7 a month plus $100 to get a used phone. After a year, it would have cost me $184 which is not bad but after 2 years it'll be $268 which definitely doesn't seem worth it at that point. not to mention I've already been paying the insurance fee for the last 2 years or so and never needed to make use of it.

Some are filing an insurance claim = $100 deductible. I'm asking about what you get under a warranty claim. No charge for that.

Jim M said:
Some are filing an insurance claim = $100 deductible. I'm asking about what you get under a warranty claim. No charge for that.
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oh - ok - my mistake, sorry about that. i thought this was all about the insurance.
How long is the warranty anyhow?

merkk said:
oh - ok - my mistake, sorry about that. i thought this was all about the insurance.
How long is the warranty anyhow?
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1 year from HTC. But Sprint will replace the phone for most hardware problems.

Jim M said:
1 year from HTC. But Sprint will replace the phone for most hardware problems.
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Hmm, maybe i'll cancel the insurance then just for the next year. I guess i'll have to contact htc though since i bought the phone used off ebay so i'm not sure how that effects the warranty.
thanks

merkk said:
Hmm, maybe i'll cancel the insurance then just for the next year. I guess i'll have to contact htc though since i bought the phone used off ebay so i'm not sure how that effects the warranty.
thanks
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I'd say keep the insurance, it covers normal use, loss and damage.

Do not drop your insurance on a phone you bought off Ebay,......NEVER..having it is what saved me. I did not have to pay 100 though.

00_MACKIE_00 said:
Do not drop your insurance on a phone you bought off Ebay,......NEVER..having it is what saved me. I did not have to pay 100 though.
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Well the phone is pretty much in perfect working order. There's one small defect on the top corner of the phone (which the seller mentioned) that doesn't seem to have any impact on the functions of the phone.
If there were no deductible, i'd keep the insurance. but a $100 deductible doesn't really seem worth it. What I've already paid over the last 2-3 years plus the $100 deductible is more then what it would cost me to buy a new phone. And that'a assuming i'd even get a new phone and not a refurbished one. I didn't realize there was a $100 deductible until someone mentioned it earlier in this thread. Which is my own fault for not reading the fine print.

Lost my GS3, how to claim?

Hey guys, lost my gs3 at a bar last night. Or someone stole it, Idk. Luckily using my dad's gs3 since he's away. I do have insurance with asurion and I understand I'll pay a 150 $ fee for a new phone, but can I go to a tmo store and do that there, or do I have to do everything online and wait for my phone to be shipped?
Also, will I get a refurb back, or a new gs3 since I paid the big fee?
Will thank for any help!
Thanks in advance.

durps said:
Hey guys, lost my gs3 at a bar last night. Or someone stole it, Idk. Luckily using my dad's gs3 since he's away. I do have insurance with asurion and I understand I'll pay a 150 $ fee for a new phone, but can I go to a tmo store and do that there, or do I have to do everything online and wait for my phone to be shipped?
Also, will I get a refurb back, or a new gs3 since I paid the big fee?
Will thank for any help!
Thanks in advance.
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You have to do it online from asurian website. There is nothing with tmobile.
And be sure to say you lost it, not som1 took it.
You need proof of purchase. Box cutting or receipt. Fee is 130 bucks.
99 in 100 times you will receive refurb phone but there is chance of getting new phone too. Last week my friend got brand new on box as replacement.
Gud luck.

I went to tmobile and all they did was get me on a call with asurion. I'm guessing they shipped me a brand new one since it came with the original box plus the charger and headphones.
Sent from Flip's S3

elflip88 said:
I went to tmobile and all they did was get me on a call with asurion. I'm guessing they shipped me a brand new one since it came with the original box plus the charger and headphones.
Sent from Flip's S3
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Refurb phones are also shipped fully shrink wrapped in the box with accessories.

You have to show proof of purchase even though T-Mobile has all that information? I bought mine through telesales, I don't have the receipt as they never gave me one and I need my UPC for my rebate.

SeaFractor said:
Refurb phones are also shipped fully shrink wrapped in the box with accessories.
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Not in the original box.
---------- Post added at 04:32 PM ---------- Previous post was at 04:28 PM ----------
EtherealRemnant said:
You have to show proof of purchase even though T-Mobile has all that information? I bought mine through telesales, I don't have the receipt as they never gave me one and I need my UPC for my rebate.
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You do not need a receipt through T-Mobile or Asurion.

Thank you for that, I thought that was a bit odd of a requirement.

EtherealRemnant said:
Thank you for that, I thought that was a bit odd of a requirement.
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Next Day Air shipping is also included in that $130 fee. So if you order the new phone through Asurion's website today, you have good chances of receiving the new phone by Friday.

Towle has it perfectly down to the tee, although my experience was a little different because I did not need to obtain any kind of proof of purchase for this process. If you're anything like me you don't like to leave things dependent on an e-mail and would rather talk to a human being about the issue and get it resolved quickly. You can call Ausurion (number is on their website) and speak to a representative, they will just confirm your identity, charge your card for the $130 and ship it out next day. The replacement I received was a refurb but came with the newer UVDLJC modem even though my old phone had the UVDLJA modem.

whoaatricc said:
Towle has it perfectly down to the tee, although my experience was a little different because I did not need to obtain any kind of proof of purchase for this process. If you're anything like me you don't like to leave things dependent on an e-mail and would rather talk to a human being about the issue and get it resolved quickly. You can call Ausurion (number is on their website) and speak to a representative, they will just confirm your identity, charge your card for the $130 and ship it out next day. The replacement I received was a refurb but came with the newer UVDLJC modem even though my old phone had the UVDLJA modem.
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Lol
I guess they do all different thing with different people. My friend did online and he dont have to gaive any proof just file it and got it.
I did it by phone and they send me form to fill up (on email) and ask me to send receipt too on fax. I did send all thing via fax.

Yeah I called Asurion around noon and received my new S3 the next day by 3pm. Although thw first claim i did was on my s2, I explained to them that i lost it and they put my case up for review, few days later it passed and they shipped me the phone
Sent from Flip's S3

one thing I like to point out is every time I ordered replacement for insurance claim, they sent me refurbished phone which is fine.. but most refurbished phone they sent don't come with accessories like battery or the back cover.. I am not sure there is an option on Asurion website that you can request as full phone not just half (you know what I mean..). I ran into that when I was replacing my GS2.. just FYI..

myowin said:
one thing I like to point out is every time I ordered replacement for insurance claim, they sent me refurbished phone which is fine.. but most refurbished phone they sent don't come with accessories like battery or the back cover.. I am not sure there is an option on Asurion website that you can request as full phone not just half (you know what I mean..). I ran into that when I was replacing my GS2.. just FYI..
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He is filing his claim as a lost device. They're not going to send just the phone. If you still have a phone to send back, they may tell you to keep your battery and back cover. In lost/stolen cases, they will send accessories.

Help!!! Send Back 2 Verizon Like New Replacement or to LG for Warranty Repair?

Hey all,
I would really appreciate your advice...
I've had my Verizon G4 for less than a month.
My wifi completely crapped out and I'm getting random reboots. I'm 99% it's a hardware issue.
I've loaded the latest 13b update but doesn't fix anything...
My question to you all is this... should I send it back to Verizon for Warranty Like New Replacement or Send it back to LG Directly for Warranty repair?
The reason why I ask is because I did drop the phone once and it nicked the corner of the phone slightly (see attached pic).
If I send to Verizon, what are the chances they'll charge me the $300 damage fee?
The rest of the phone is pristine...
I know if I send back to LG, they'll just send it back to me as is...
Everyone's thoughts would be appreciated...
Thanks in advance

joel32137 said:
Hey all,
I would really appreciate your advice...
I've had my Verizon G4 for less than a month.
My wifi completely crapped out and I'm getting random reboots. I'm 99% it's a hardware issue.
I've loaded the latest 13b update but doesn't fix anything...
My question to you all is this... should I send it back to Verizon for Warranty Like New Replacement or Send it back to LG Directly for Warranty repair?
The reason why I ask is because I did drop the phone once and it nicked the corner of the phone slightly (see attached pic).
If I send to Verizon, what are the chances they'll charge me the $300 damage fee?
The rest of the phone is pristine...
I know if I send back to LG, they'll just send it back to me as is...
Everyone's thoughts would be appreciated...
Thanks in advance
Click to expand...
Click to collapse
You don't send to VZW, they will ship to you first within the 12 month warranty period or anytime if you have Total Equipment Protection Coverage and provide a pre-paid shipping label in the box for you to send it back within 5 days which is really 30 days. This is the exact wording in the info in Certified Like New Replacements which you will get when the phone is shipped to you:
"WARRANTY INFORMATION
If your device has been subjected to neglect, misuse, liquid damage, software or hardware alteration, or unreasonable wear and tear, it is not eligible for a replacement under this program. Do not return the damaged device to us or you will be charged up to the full replacement value of your replacement device, which may be in excess of $500, even if you subscribe to an Equipment Protection Program. Instead, return the replacement device to us in the box in which it came. If you have equipment protection, contact your provider to discuss replacement options for damaged devices. For more information, visit verizonwireless.com/damageddevice"
The damage fee is not $300, it's basically the full retail price of the phone which is around $600. If you have insurance, you might be better off using that instead as it's $150 but remember that if you make 2 claims within a 24 month period, they will cancel your insurance.
If Verizon Wireless sends you a phone, you are not obligated to keep it as you just need to either send back your phone or what they sent you. If you find anything wrong with the replacement, then you call Verizon Wireless Level 2 tech support directly without going through the Level 1 or customer service and they will ship another phone to you. When you receive the new replacement, you ship the previous replacement back and then at the end, you either end up with your old phone or you ship back the last thing they shipped you.

Just a quick update...
I decided to send back to LG vs sending it to Verizon since I didn't want to deal with the possibility of Verizon charging me $500 bucks for some minor dings that had nothing to do with the hardware issue.
The only downside is that you will be without a phone for 2 weeks. Here's the run down...
-Mailed out on Tuesday.
-Arrived at LG following Monday.
-Repaired and Shipped back Tuesday (That was a quick turn around...)
-Scheduled to arrive this Friday.
What's nice about sending it to LG is that my IMEI doesn't change. If I went the VZ route, they would have given me a refurb with a different IMEI. Because the VZ refurb IMEI doesn't match the IMEI on my original receipt, LG will not honor warranty since there's a IMEI mismatch. This wouldn't be much of an issue if I stick with VZ for the entire year.... however, with all the cell service deals going around, I'm sure I'll be jumping the VZ bandwagon...
Hope this post helps others...
Thanks