So Asurion has now told me it may take up to a month to get a replacement white EVO (I broke my screen). They also were very clear that there is no alternative to waiting indefinitely for a replacement. Sprint says there is nothing they can do besides allowing me to pay the ETF (full $200 since I renewed for the EVO) and allow me to go to a new carrier.
Anyone in a similar boat or aware of a possible solution?
- 08-13-2010, 10:54 AM #2
Ohh crap that just sucks, I feel for ya man. I'm really surprissed that someone hasn't really put HTC under the scope for this. Where are all he Evos? Motorola is the big kid with V, ATT just got their Samsung rolling but they have the fruit phone, and Sprint is still picking their noses waiting for HTC to get rolling again. I think Sprint is happy the Sammy is gonna start rolling out as it will be their new flag ship device. Start cranking out those Evos damm it!!!
- 08-13-2010, 11:09 AM #3
- 08-13-2010, 12:04 PM #4
- 08-13-2010, 12:10 PM #5
- 08-13-2010, 12:14 PM #6
Did they give you a comparable loaner at least?
This is gonna be a big problem if they are making you pay for insurance and leaving people phoneless or subpar/broken phones for weeks/months at a time.
Ugggg. I hate even hearing this stuff cuz it makes me wonder if its even worth wild to have insurance when stuff like this happens. They almost make you regret getting it.
- 08-13-2010, 12:17 PM #7
- 08-13-2010, 12:23 PM #8
YOU have to do it though, dont expect your bill to come and magically take off the dates.
YOU have to call retentions and ask for a line credit for the days that your phone was missing.
However id recommend asking a friend for a cheap substitute phone if you really need a cell during the waitHTC Evo Cyanogen CM6
Well the phone is still functional to the extent I can make calls but typing and reading e-mails is near impossible given the screen cracks. Because it's not 100% useless I feel guilty asking for a service credit.
My beef lies with Asurion. Don't sell a service you cannot provide. This is no different than if my house flooded and my insurance company said they were out of money so my check is going to be delayed for about a month.
Nobody does loaners anymore according to Sprint and Assurion. Both times I called I was escalated only to be told the loaner program no longer exists.
Worst part is there's no simple alternative. VZW, ATT, TMobile, Sprint... all use Asurion so if you buy the insurance (which I'd be screwed even worse if I didn't) they still get paid.
Wish it was like "max wait time of 14 business days after which full retail price will be credited or upgrade eligibility plus purchase price returned"
- 08-13-2010, 12:44 PM #10
I like Sprint.
I hate Asurion.
Call Sprint and complain. Like I'm not the complaining type, but I do complain to Sprint because they listen.
Don't try just once... call many times and try to get an answer from them.
They should atleast give you like an HTC Hero/Samsung Moment for the time being...
Evo - MIUI 1.1.28
flip phone, bb curve, pre, evo, evo3d, s4.
- 08-13-2010, 01:21 PM #11
That sux. I started keeping a phone around as backup because of a similar situation I had with them a few years back. They couldn't give me an eta on a replacement phone for my son. Ever since then, we keep a "backup" phone around. If my Evo breaks, the Pre will serve replacement duty until I can get another Evo.
- 08-13-2010, 01:52 PM #12
thank you for the tip! And thanks to everyone for their empathy, it's refrshing to see concern and not "l2hold phone newb".
here is what I sent.
I want to let you know how disappointed I am in the service provided by Sprint and Asurion. I recently was unlucky enough to have broken the screen on my HTC EVO. Luckily while I purchased the phone at Best Buy I choose to enroll in Sprint TEP. Now Asurion tells me I could be waiting for up to a month for a replacement white HTC EVO due to supply issues. I understand that Sprint nor Asurion is responsible for the supply issues, however, neither am I. Please allow me to return my broken HTC EVO and select a comparable phone from your lineup or credit me the cost of the phone and re-grant me upgrade eligibility so I may resume enjoying the Now Network. Waiting over a month for a phone simply is not an option for me. Thank you in advance.
I'll let you know what I hear (if anything)
- 08-13-2010, 02:13 PM #14
to the person above with the Best Buy comment. . . .
How would purchasing from best buy fix this? If they are out, they are out. Best Buy cannot magically create a phone that noone else can get.
What they might be able to do though is work a credit or replacement from something else in store, but working for Bestbuy and them being a reseller of service, i wouldnt bet on that happenig.
Also, who keeps spare phones? If you are a new customer, you are deff not going to be paying for a spare phone at retail just to have a spare. Sounds good in logic, but not realistic. most people sell their old phones to fund the payment for their new phone
Point blank is they need to give some kind of loaner that is comparable from their stock of refurbs.
- 08-13-2010, 03:00 PM #15
- 08-13-2010, 04:30 PM #16
- 08-13-2010, 04:34 PM #17
- 08-13-2010, 08:06 PM #18
insurance for non catastrophic loses is generally a waste of money. actuaries, who are the professional statisticians, working for Asuron have already calculated the cost benefit, added on overheads, profit for asuron, and fraud from people gaming the system and come with a price that is against your interests. As tempted as I am to break my own rule on occasion and carry the insurance for the first couple of months, the fact that they are not assuming the cost of carrying stock in high demand handsets as well makes it even less worthwhile.
No one should blame Sprint for this, Asuron is a separate company and they made heir own decision as to how much they would keep in stock
Last edited by Aero; 08-15-2010 at 07:54 AM.
- 08-13-2010, 09:38 PM #19
- 08-13-2010, 11:19 PM #20
- 897 Posts
It's $10 a month but if you break your phone you can walk into any Best Buy and walk out with a replacement phone... It may not be an EVO but they will put you in a phone until they can get an EVO in stock... They will also attempt to fix your broken phone if they can.... Which is all your getting from Asurion is a refurbished/repaired phone from them too.
I had the Best Buy coverage and broke my iPhone a while back... At the time they didn't have a replacement in stock and they actually gave me a blackberry to hold me a few days until they got a 32gig iPhone from another store....
and if I am not mistaken they actually replaced my phone with a brand new one.... (it was over 18 months ago)
- 08-13-2010, 11:29 PM #21
Yeah, they'll give you whatever crappy phone they have laying around for you to use for a month.
Asurion will give you a refurbished unit, but they won't make you wait around for a month while they try to get it repaired. They'll send it to you in a few days (assuming it's in stock). Best Buy has to give you a replacement phone because who knows when you'll actually get the phone you purchased and paid insurance for back.
- 08-14-2010, 01:22 AM #22
- 08-14-2010, 06:53 AM #23
- 68 Posts
There is no reason that HTC can't make a couple hundred phones and ship them to Assurian for future replacements. This whole handset shortage garbage is getting old for sure. I think HTC is having a problem building them or has a serious supplier problem for some reason and thats why they are just dripping into the market.Samsung Epic
RIM Storm II
So I received a call from Mr. Hesse's office this morning. They more or less told me that they called Asurion and were told the same thing as me. I think she expected me to say "ok" but I called her on it and said that giving an arbitrary date that you continue to push back when its not met isn't acceptable. She asked to give me a call back on Tuesday the 17th after she spoke to her manager.
The best part was when she said "it's no different than if you got into a car accident and the parts were not available to fix your car"
Which is wrong since my car insurance offers rentals at no extra charge to me, to which she said "we don't do loaners".
All in all, more of the same. Wait 1 more week and if it doesn't come in then wait one more week. I'd be happy if they said at ____ date if you do not have a brand new white HTC EVO in your hand we will ______.
Here is their follow up e-mail.
Thank you for contacting us through .
Thank you for taking the time to speak with me today. The purpose of
this email is to recap what we discussed earlier. I sincerely apologize
for the inconvenience you have experienced due to the time spent awaited
the delivery of your replacement HTC EVO. As discussed, Asurion has an
expected time of delivery of August 20, 2010 as there is a 7-10 business
day wait when replacing a newly release device. You indicated that you
are willing to port your account to another provider due to this issue,
therefore I will partner with a member of my Management Team in search
for a resolution to this matter. I will follow up with you on Tuesday
August 17, 2010 and continue to monitor your account for any updates.
In the meantime, if I can be of any additional assistance, feel free to
contact me by email at or directly on (757)223-3904. My
normal business hours are Tuesday through Friday, from 8:00am-6:00pm and
Saturday from 8:00am-12:00pm EST.
Thank you for contacting Sprint. Have a wonderful day.