Develop Bugs

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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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?
Click to expand...
Click to collapse
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!
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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?
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.

ATTN: people who blame brickers for rise of TEP

While I cant say that people that brick havent affected the TEP prices, I can say I think a big part of it is sprints fault.
Today I filed my first TEP claim with sprint since I have been with them (late 09-early 10).
My headphones were cutting in and out so I replaced them, and it still happened. I took it to sprint and they said they dont have many parts for our phone.
They didnt even bother to take it apart they just ordered me another phone. This is a waste of money for something like a headphone jack not working, and just giving me another phone. This is the reason the costs are going up.

fryingpan0613 said:
While I cant say that people that brick havent affected the TEP prices, I can say I think a big part of it is sprints fault.
Today I filed my first TEP claim with sprint since I have been with them (late 09-early 10).
My headphones were cutting in and out so I replaced them, and it still happened. I took it to sprint and they said they dont have many parts for our phone.
They didnt even bother to take it apart they just ordered me another phone. This is a waste of money for something like a headphone jack not working, and just giving me another phone. This is the reason the costs are going up.
Click to expand...
Click to collapse
Someone told me since these phones are getting so complex little things like replacing the screens would cost them more than ordering a new phone. I might be wrong tho. I remember sprint loved to take apart my og epic.

_dan said:
Someone told me since these phones are getting so complex little things like replacing the screens would cost them more than ordering a new phone. I might be wrong tho. I remember sprint loved to take apart my og epic.
Click to expand...
Click to collapse
Then whats the point of paying techs lol

fryingpan0613 said:
Then whats the point of paying techs lol
Click to expand...
Click to collapse
To wipe your phone and say it's fixed.

phatmanxxl said:
To wipe your phone and say it's fixed.
Click to expand...
Click to collapse
lmao did that alot when i had a mogul and it kept messing up. Remember though they arent just gonna toss your old phone when u get the new one, it will go to a repair facility to get refurbed then out to the next customer.

Too late now (and it may have voided the warranty trying to fix it), but unless the actual jack was broken, Deoxit probably would have taken care of it.
Love that stuff.
[duh me.. it's a contact cleaner. same stuff that cleans guitar jacks/knobs from all of the bar smoke and spilled beer]

Lol, this thread tickles me.
What do you really think we're going to do with your exchanged phone, just toss it?
Its going back to the warehouse, the jack will be fixed, then shipped to a store. Only difference from it being fixed in store is shipping.
I would be glad if I were you. You know, we could be like Verizon, and say it doesn't warrant an exchange, so instead ship it off to get fixed.
The truth be told, the issue of not having parts for this phone is not a problem, but rather a symptom: sprint doesn't have much money to spend with vendors, and one of the results is that I and all my other fellow techs have had to be very resourceful when it comes to fixing phones; consider we haven't gotten new parts for a phone that is any newer than the EVO Shift
Sent from my SPH-D710 using xda premium

Stupid double post

squshy 7 said:
Lol, this thread tickles me.
What do you really think we're going to do with your exchanged phone, just toss it?
Its going back to the warehouse, the jack will be fixed, then shipped to a store. Only difference from it being fixed in store is shipping.
I would be glad if I were you. You know, we could be like Verizon, and say it doesn't warrant an exchange, so instead ship it off to get fixed.
The truth be told, the issue of not having parts for this phone is not a problem, but rather a symptom: sprint doesn't have much money to spend with vendors, and one of the results is that I and all my other fellow techs have had to be very resourceful when it comes to fixing phones; consider we haven't gotten new parts for a phone that is any newer than the EVO Shift
Sent from my SPH-D710 using xda premium
Click to expand...
Click to collapse
I wasnt complaining, it was more just to state that it seems like a waste of money.
Hell even the bricked phones Im sure they could salvage a lot of it, the screen and other parts would be useful.
I guess when I went into the store I was expecting a on the spot fix. Why dont they keep referbs in store?

You know, I had a similar thing happen. My soft keys, or whatever they are, werent working very well, so I figured they would replace the screen. The problem was the ribbon cable on the bottom of the screen that connects to the keys. Instead they gave me a brand new phone.....a new one, not a refurb. It had never been activated before.

TEP isn't going up because of people breaking their phones, it's going up to cover the latest devices being $550+.
Also, what you did isn't a "claim".

Sunsparc said:
TEP isn't going up because of people breaking their phones, it's going up to cover the latest devices being $550+.
Also, what you did isn't a "claim".
Click to expand...
Click to collapse
Since you brought up prices, its interesting to point out that I noticed at best buy the retail for this phone is $699 or $749,while the sprint store was $499. I would guess that it is because sprint gets them cheaper because its directly with the manufacturer?
And I said claim because when I looked up the coverage, it says you are allowed up to 3 claims a year I thought. Or is that for like broken screens?
And why wouldn't sprint send my phone for an example to samsung under the 1 year warranty (I think) and save them some money?

Tep is only going up for new lte devices with a full retail price of $549.99 or higher. It will be $11/mo and a $150 deductable. All current phones will stay at $8/mo and only new lte phones with a msrp lower than $549.99 will stay at the current $8/mo with a $100 deductible
Sent from my MB855 using Tapatalk 2

A. We do keep refurbished phones, but maybe the didn't have one.
B. We harvest the crap out of returns in your case, we will take it apart and harvest everything but the jack and the motherboard.
C. Lately, it seems Samsung has been doing some of their own refurbished , because they come in a different box.
D. Yes TEP is going up thanks to the phones being more expensive.
Sent from my SPH-D710 using xda premium

Its also not so much the cost of phones going up. Its the amount of devices at that cost level being sold now. The more high cost phones sold the higher the chance if a high cost claim. Like any insurance they reevaluated and adjusted.

^^ what he said. I work for Sprint too, i run the largest ASC (repair center) in our region, and the way we work is this: if your phone is broke, we attempt to repair it using either Sprint-supplied parts, aftermarket parts, or parts harvested from devices that were exchanged through the Advanced Exchange program- all of this is covered under TEP, but if you don't have it, we then charge you $35. If we can't fix it, we order a replacement. If it's liquid damaged, smashed, spider-cracked, or lost, w refer you to Asurion to file a claim (which is an extended feature of TEP) and then you pay a deductible. If you bricked it, then it's a case-by-case basis (TIP: dont be a condescending a-hole who knows everything, and don't lie to us).
Some phones we simply can't get parts for from Sprint, so we have to order from a 3rd party (e.g. Global Direct), or rely solely on having a harvest-able device on hand. So when we exchange a device for a customer, we hold onto it for 14 days and we use it to harvest parts from part-for-part as needed, then ship it back to the warehouse. We can't stockpile harvested parts, as we are required to replace the parts we take with the defective ones (or else we get charged back).
Whoever said we just hard reset and say have a nice day must've had a bad experience somewhere, because at our store, we take our work pretty seriously. Our goal isn't to be super-techs, but rather make you so happy that you'll take that survey call that's generated a couple days after the service and answer it with a "very satisfied". Our jobs depend on those customer satisfaction surveys (CSAT's), and any response less than a "very satisfied" is a failing score for the particular tech who fixed your phone. Those CSAT survey scores keep us up at night, and is the bane of our very existence. So please, if we fixed your device, help us keep our jobs.
I can't speak for other ASC's, but it wouldn't surprise me if there are a few techs out there who aren't that good, but hey, you get that in EVERY company. Don't go in acting like we need to lick your sack because you're super important and can't be without a phone for the 30 mins we need to work on it. Don't treat us like we're idiots because YOU dropped your phone in a mud puddle. Don't get pissed at us because you forgot your Google account password and expect us to be able to magically figure it out. We want to help you. Help us help you.
But yeah, the price change on TEP is due to the rising cost of the bleeding-edge devices that are coming out, the cost of our Network Vision roll-out, and i am totally guessing here, but to re-coop on the overhead of having unlimited data.

Tep is going up because the iPhone came to sprint. Watch for Verizon double data promo to end once iPhone lte comes out. The phone is a game changer for these networks
Sent from my SPH-D710 using Tapatalk

newalker91 said:
So you work for a 3rd party?
Click to expand...
Click to collapse
He must...I definitely enjoy stockpiling harvested parts at my corporate store
Though, seriously, we need to. Sprint has hung us put to dry with a lack of new parts; bins full of harvested parts is the only way to keep under that exchange rate. Especially with HTC touchscreens lately...
Sent from my SPH-D710 using xda premium

I'm curious, does TEP now cover iPhone? I had the impression when iPhone first came out, TEP wasn't available for it. Then I think a month or so ago, I read rumors that they were planning on having TEP cover iPhone.

sfhub said:
I'm curious, does TEP now cover iPhone? I had the impression when iPhone first came out, TEP wasn't available for it. Then I think a month or so ago, I read rumors that they were planning on having TEP cover iPhone.
Click to expand...
Click to collapse
No, not at all. Only AppleCare+ is available for the iPhone. Which is fine by me, the less I have to work on that phone the better.
Sent from my SPH-D710 using xda premium

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
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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?
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
The deductible based on the value of the phone.

[Q] Broken Glass, ATT insurance, matters of opinion(update in op)

Ok lets get this out of the way first. Yes my glass broke second day of owning, yes I was being careful and wasn't neglect on my part. Phone should have been able to survive a fall from less then 12" only landing on its back with out breaking glass.
Ok now that we got that taken care of here are my options.
1. Buy $30.00 glass attempt repair on my own. Question with this are if I mess up or something gets damaged could I still claim insurance(ie. will they know I have opened phone)
2. Att states they will replace for $199.99 but will likely be refurbished unit(which sucks). If I go this route will I need to flash back to stock and reset flash count or will they even check that. Rooted with custom recovery and att clean rom. Any one had experience with att insurance claim?
Local shops say its impossible to replace just the glass. Repair would be $425.00 so that is out.
Edit: I tried to call the walmart I purchased it from and got no answer. So I called another walmart and told her what happened. She said we are told we can't exchange phones that are damaged and you only get one exchange. So I thought I was screwed. She then said read your contract if it doesn't say anything about the condition of the phone or the number of times Walmart will have to replace phone. She kept emphasizing to read contract. Then said if I have any problems Call her back and she will call corporate. Sure enough contract states you can exchange phones in the 14 days nothing about condition or number of times. So following walmarts contract I got the note replaced. As of today if anything thing happens I have insurance. I also bought a temporary case till otterbox gets here.

Re: [Q] Broken Glass, ATT insurance, matters of opinion
I've dealt with att twice and it was agreeable. The second time I sent my note 1 in for the same issue (charging port failure) they sent me a brand new device. The truth is you don't always get a refurb, it's just kind of luck and how much product is on hand (so I was told by att cs).
If you try to fix the screen yourself and fail DON'T send it in for warranty... That's fraud and effects the prices for everyone else.
Sent from my SAMSUNG-SGH-I317 using Tapatalk 2

Re: [Q] Broken Glass, ATT insurance, matters of opinion
Try searching next time. Here a few ppl have claimed to replaced only the glass but from experience on my s2 skyrocket its a pain in the a** and I ended up cracking the digitizer. If so tho ppl in this thread say to search for videos on youtube. Check it out.
http://forum.xda-developers.com/showthread.php?t=2090892
Sent from my Galaxy Note 2 running SkyNote3.2

jyazzie110 said:
Try searching next time. Here a few ppl have claimed to replaced only the glass but from experience on my s2 skyrocket its a pain in the a** and I ended up cracking the digitizer. If so tho ppl in this thread say to search for videos on youtube. Check it out.
http://forum.xda-developers.com/showthread.php?t=2090892
Sent from my Galaxy Note 2 running SkyNote3.2
Click to expand...
Click to collapse
I did search, I'm not a newbie I wasn't asking about how to replace the glass or if it is possible i was asking for opinions of my next course of action. I have seen the threads and watched the videos.

The customer is always right...
Sorry about your shattered screen. that's rough. hope I can offer some insight on your warranty situation:
You have two angles of attack:
1. Go in with your tail tucked between your legs, and pray for the best possible outcome. If the outcome is less than optimal, follow step 2:
2. Argue pleasantly, until you're satisified.
That said, at&t is usually pretty good with succumbing to "motivated" customers. I've always tried, and with great sucess, gotten all of my replacements by contacting them through e-mail or phone (and a few times at the service centers). My own personal experience has lead me to believe, if you go in, they're more likely to scrutinize you, your credability and your story and stick you with the least desirable option. My brother-in-law is a very "motivated" customer, and has almost always been "satisifed" by at&t (that's what she said) (shattered screens, water submersion, etc).
And as far as relocking\returning to stock, again, IME, I've only had them check my device for root/BL tampering twice, and they simply checked to see if their was a stock recovery. And I think it was only because the kid was knowledgable enough to know how to check. Otherwise, I've always gotten the impression the sales person doesn't know how to check for evidence of a tampered device.
If Steps 1 and 2 fail, try droping the, ETF-bomb. "How much is my Early Termination Fee?" In my experience, they always come back with good news from their supervisor. YMMV. And just as an FYI, when I have dropped the ETF-bomb, I had legitmately wanted to end my service; I wasn't threatening.
Good luck and hope some of this was useful to you! like I said, YMMV.
PS. If you go into one service center and they give you your options, that doesn't stop you from leaving with your device and getting a "second opinion" from another, possibly more agreeable service center. And then if you care to, as a last resort, you can always try contacting them through e-mail\phone.

nespid said:
Sorry about your shattered screen. that's rough. hope I can offer some insight on your warranty situation:
You have two angles of attack:
1. Go in with your tail tucked between your legs, and pray for the best possible outcome. If the outcome is less than optimal, follow step 2:
2. Argue pleasantly, until you're satisified.
That said, at&t is usually pretty good with succumbing to "motivated" customers. I've always tried, and with great sucess, gotten all of my replacements by contacting them through e-mail or phone (and a few times at the service centers). My own personal experience has lead me to believe, if you go in, they're more likely to scrutinize you, your credability and your story and stick you with the least desirable option. My brother-in-law is a very "motivated" customer, and has almost always been "satisifed" by at&t (that's what she said) (shattered screens, water submersion, etc).
And as far as relocking\returning to stock, again, IME, I've only had them check my device for root/BL tampering twice, and they simply checked to see if their was a stock recovery. And I think it was only because the kid was knowledgable enough to know how to check. Otherwise, I've always gotten the impression the sales person doesn't know how to check for evidence of a tampered device.
If Steps 1 and 2 fail, try droping the, ETF-bomb. "How much is my Early Termination Fee?" In my experience, they always come back with good news from their supervisor. YMMV. And just as an FYI, when I have dropped the ETF-bomb, I had legitmately wanted to end my service; I wasn't threatening.
Good luck and hope some of this was useful to you! like I said, YMMV.
PS. If you go into one service center and they give you your options, that doesn't stop you from leaving with your device and getting a "second opinion" from another, possibly more agreeable service center. And then if you care to, as a last resort, you can always try contacting them through e-mail\phone.
Click to expand...
Click to collapse
Good advice all the way around, all though not too sure about ETF because I'm still on my new contract 14 days. Not sure how they would take that. I also thought about see what Walmart would do since that is where the phone was purchased do to pricing. With the screen not sure how they would handle that can't find anything on the web about the return policy for store bought phones.

chrisryn said:
Good advice all the way around, all though not too sure about ETF because I'm still on my new contract 14 days. Not sure how they would take that. I also thought about see what Walmart would do since that is where the phone was purchased do to pricing. With the screen not sure how they would handle that can't find anything on the web about the return policy for store bought phones.
Click to expand...
Click to collapse
Well then, you just opened up your options - try a bunch of different Wal-marts. One of them is bound to have a lackluster employee who doesn't care, and just wants to go back to doing nothing - find that guy\gal and bring home your new N2.
If there is no physical damage to the body of the phone, you have better support to your story that the screen was flawed. I would really fight that point, that the screen was flawed.
Honestly, they don't have a leg to stand on, if there is no physical evidence to the body of the phone that it was "accidental damage", and they're not going to call you a liar (at least not to your face). With all of this, keep in mind to "argue" as politely as possible, but be persistent. Wear them down and get to yes! Illegitimi non carborundum.
---------- Post added at 01:57 PM ---------- Previous post was at 01:54 PM ----------
And yeah, as far as the ETF-bomb, it may not help if you're only 14 days into your contract. I've been with at&t since 2002 and I have 3 lines, so, that may factor in on their decision with the ETF-bomb.

I was with att for ten years when they decided to move out my upgrade date out of now where claiming it was because of a data overage. I was out of contract ready for renewal the didn't give a S*** about me canceling. I went to Verizon and it was a nightmare had 4 gig limit and they where charging me overage at 3.5 gig. Fought with them for about 3 months before I was able to use breach in contract with a supervisor to get out with out a ETF. Now I'm back at ATT and had this happen.

Plan B
chrisryn said:
I was with att for ten years when they decided to move out my upgrade date out of now where claiming it was because of a data overage. I was out of contract ready for renewal the didn't give a S*** about me canceling. I went to Verizon and it was a nightmare had 4 gig limit and they where charging me overage at 3.5 gig. Fought with them for about 3 months before I was able to use breach in contract with a supervisor to get out with out a ETF. Now I'm back at ATT and had this happen.
Click to expand...
Click to collapse
thaaaaat sucks.
Move out your upgrade date because of data overage? weird. that makes no sense to me.
Here's a possible option: it's $200 and you have to return your current device or, is it $200 for a new device and you keep your shattered device? If it's the latter, then possibly sell the current N2 as-is on eBay\craigslist and use that money to purchase replacement? I am inclined to believe it is probably $200 + returning current N2.

nespid said:
thaaaaat sucks.
Move out your upgrade date because of data overage? weird. that makes no sense to me.
Here's a possible option: it's $200 and you have to return your current device or, is it $200 for a new device and you keep your shattered device? If it's the latter, then possibly sell the current N2 as-is on eBay\craigslist and use that money to purchase replacement? I am inclined to believe it is probably $200 + returning current N2.
Click to expand...
Click to collapse
The said thing about the overage was it was due to their lack luster dsl department getting our dsl turned on at the new house. Seemed that the old tenant had some cheap phone service and never turned it off. They wanted $800.00 to run new lines. So we where using phones as all internet for a month. I'm pretty sure that I will have to return device, once the other comes in. I'm going to try walmart first, then if that doesn't work see if I can talk the deductible down on the att insurance and hope its not a refurbished. I have had to many android and iphones(wife) that have been through three young boys with out damage and this one damages so easy. Either way new device will not be fully used till it is safe in a case then still treated like a baby.

Bonne chance!
chrisryn said:
The said thing about the overage was it was due to their lack luster dsl department getting our dsl turned on at the new house. Seemed that the old tenant had some cheap phone service and never turned it off. They wanted $800.00 to run new lines. So we where using phones as all internet for a month. I'm pretty sure that I will have to return device, once the other comes in. I'm going to try walmart first, then if that doesn't work see if I can talk the deductible down on the att insurance and hope its not a refurbished. I have had to many android and iphones(wife) that have been through three young boys with out damage and this one damages so easy. Either way new device will not be fully used till it is safe in a case then still treated like a baby.
Click to expand...
Click to collapse
sounds good to me.
good luck and let me know what you worked out.

Re: [Q] Broken Glass, ATT insurance, matters of opinion
I didn't see this mentioned but I recommend getting the insurance protection from Best Buy. You can still get it even if you don't get the phone from Best Buy. You can pay one flat fee to cover the year or pay $7 a month.
They will replace your phone at no extra cost for physical or water damage.
Sent from my SAMSUNG-SGH-I317 using xda premium

kiltedthrower said:
I didn't see this mentioned but I recommend getting the insurance protection from Best Buy. You can still get it even if you don't get the phone from Best Buy. You can pay one flat fee to cover the year or pay $7 a month.
They will replace your phone at no extra cost for physical or water damage.
Sent from my SAMSUNG-SGH-I317 using xda premium
Click to expand...
Click to collapse
Very much aware of that. Had it on my Galaxy nexus gave it to my mom she dropped it hard cracked the screen now she is waiting for her refurb to come in. They told me it was replaced at the store when I brought it in, with new unit. I have had to loan her my inspire while she waits 5-10 days for the other to come in. Not really satisfied with that plan either.

Re: [Q] Broken Glass, ATT insurance, matters of opinion
That's weird. I've had to have 3 devices replaced through best buy over the last couple of years. I've never had to wait more than 3 days. I Also like that you get a loaner phone till the replacement comes in.
Sent from my SAMSUNG-SGH-I317 using xda premium

I asked for a loaner they said they don't do that.
Edit: Hoping my inspire doesn't suffer same fate.

Re: [Q] Broken Glass, ATT insurance, matters of opinion
I'm actually a manager at a best buy mobile.. We are supposed to supply loaners if we have them with a $50 deposit that you get back when your phone comes back in.. Some stores don't charge that even though they should.. For android devices the insurance is $9.99 a month or $169.99 for 2 years.. Everything is covered except lost or stolen.. Which we do have a free app called locked and found that will let you lock your phone out if it is lost or stolen. It will take pictures with the front facing camera and email them to you with a location.. The best part is there are unlimited claims and no deposit

cold21blooded said:
I'm actually a manager at a best buy mobile.. We are supposed to supply loaners if we have them with a $50 deposit that you get back when your phone comes back in.. Some stores don't charge that even though they should.. For android devices the insurance is $9.99 a month or $169.99 for 2 years.. Everything is covered except lost or stolen.. Which we do have a free app called locked and found that will let you lock your phone out if it is lost or stolen. It will take pictures with the front facing camera and email them to you with a location.. The best part is there are unlimited claims and no deposit
Click to expand...
Click to collapse
They wouldn't even let me talk to a mobile associate had to talk to GEEK SQUAD, sometimes I wonder the requirements for Geek squad hiring, Guy didn't know anything. Nothing against Best Buy just had bad experience mobile wise here. Best buy is my favorite store, Been platinum reward member for 8 years now.

Re: [Q] Broken Glass, ATT insurance, matters of opinion
chrisryn said:
They wouldn't even let me talk to a mobile associate had to talk to GEEK SQUAD, sometimes I wonder the requirements for Geek squad hiring, Guy didn't know anything. Nothing against Best Buy just had bad experience mobile wise here. Best buy is my favorite store, Been platinum reward member for 8 years now.
Click to expand...
Click to collapse
I get that a lot with complaints from the big box stores.. Next time try a best buy mobile store.. It's a more one on one experience and we usually know a little more

cold21blooded said:
I get that a lot with complaints from the big box stores.. Next time try a best buy mobile store.. It's a more one on one experience and we usually know a little more
Click to expand...
Click to collapse
I would but we don't have those here.

You should not be concerned AT ALL that you may get a refurbished phone. I've done it couple of times and the phone is always perfect brand new condition. It's not like it will have scuffs on it or non-working parts....not to worry.
Also don't need to reset your phone to stock...you're getting it replaced due to broken screen not complaints that it is not functioning.