Sprint Repair

[gmap516]

I asked a sprint web chat representative if I could bring in my Optimus for some cosmetic repairs and they said yes. However, when I got into the store they said they couldn't. The employee at the store suggested I contact a supervisor. After about 4 hours escalating to different supervisors, I got nowhere except a $100 credit to my account.

My options were basically to ship it off to LG and Sprint would cover $100 of the repair bill from LG.
...Without offering a phone to use in the meantime.

However, all I want is a new body/screen for my phone... I'm not sure why I couldn't PAY Sprint to do that for me. Regardless, I feel like being devious at this point...

Can I brick my phone to the point that they can't fix it and they'd have to replace it for me?

 

[Matt.ny.tech]

ESRP/TEP doesn't cover cosmetic damage. Always go with service related / random power cycling. Go early in the month when no one will be concerned with exchange budgets

 

[gmap516]

So what do I say? lol

 

[sonicbluemustang]

Malicious intent is illeagle, no wait thats a sick bird.
70% rain in the forcast, no wait acts of god are not covered either.
Maybe buy a screen protector and a case would be helpful.

 

[scifan]

Lets see...

superficial damage (screen & case) generally == user abuse.

If you deliberately brick your phone, that'd be considered illegal... (I want no part of that)

IF your phone legitimately has something malfunctioning, you can generally get them to swap it out...

I haven't seen anything as yet that would qualify as a legit hardware (or software) malfunction... (unless you happen to have been one of the lucky one's who received the crappy SD card with their phone where it's spontaneously rebooting all the time... and they'd probably just swap the card if they've realized that's the root cause of the phone's behavior).

If you're in your 30 days, you might be able to return it, pay the restock fee and exchange for something else... though if the damage is too visible they probably wouldn't go for that.

sorry.

 

[Matt.ny.tech]

Just so were all clear on this...

Cosmetic damage does not mean your device will not be exchanged. **** happens in the real world. You drop your device, it gets knocked off the counter. It happens to us all.

As long as there is no internal damage to your device there is no reason it can not be swapped. Yes, there should be an issue. No, I don't want to exchange a device because its no longer out of the box fresh.

But what I want doesn't really matter now does it?

YOUR opinion is what matters as the customer. Without your money, I don't get a paycheck. Any service/sales person that adopts the "Theres nothing I can do to help you" attitude should be terminated on the spot.

So what if I know this guy only wants to swap his phone because its got a bit scuffed. The device does not operate 100% to the customers standards and that is never acceptable.

I will push through an exchange on a device simply because the customer isn't completely satisfied with its daily operation. And anyone that doesn't agree with my policy needs to consider this.

That customer is coming back to my store. they will remember the level of service they received and return for future business. That customer will keep pumping money into my pocket AND Sprint's bottom line.

If your a Sprint employee, I hope you too understand that we are useless without that customer's business.

As a Sprint customer, don't be a ******. Don't abuse my values. Understand that I do want to help you and I will do anything within my power.

/rant

 

[hamagc]

boy i need more techs like you in my area. locally, if there is any sign of phys. damage they kick it back and blame everything on that. a crack in the moulding around the phone? that must be why it's dropping calls.

i think this all really depends on the tech you encounter. i have had techs that will replace the plastic with no questions asked and i have had techs that look for any reason to not do something. when you have 1 store in a 50mile radius and it usually has 20 customers in it at any given time, the values you follow quickly fade. who cares if they piss off one customer, the next 15 you can make happy.

 

[trekkie1701c]

What sort of cosmetic damage are you talking about? Even if they're not willing to replace the entire phone, they might replace the part that's bad (like if there's scratches on the back, see if you can get a new battery cover or something )

Do agree with Matt though, employees should try to help you in any way they can rather than dismiss it out of hand. That said, if I were in the rep's position and you were just trying to get an exchange because of a tiny issue, I'd remember it. And if you constantly come in and waste my and the company's time and money (they can't resell a cosmetically damaged phone at full price, so they're taking a loss on the exchange) because of minor damage like that, and you won't buy anything to protect the phone from that sort of damage (screen protectors and such) it might come down to the point where you can't get it exchanged in the future. So I'd strongly suggest if you don't like a scuffed phone, go buy some sort of protection for it. That way you can have some cheap plastic case get torn up rather than your $300 phone, and the $10 or so you'll spend on that case to replace it each time is probably worth what you'd be spending time-wise to try and get a new phone (even if they don't put up a fight on it, it does take awhile to do that).

That said, here's something else: Some Sprint stores can't do repairs. Maybe you went to one that can't If you call Sprint, they should be able to tell you the nearest one that can.

 

[gmap516]

I bought it used on eBay and it came pretty scuffed up. I take RIDICULOUSLY good care of my phones and I already bought a case AND screen cover for it.


Yes, I went into a Sprint repair store.

The fact of the matter is, I asked a sprint web chat representative and they said I could bring it into the store to get the body fixed/replaced, etc... I have the transcript, actually.

02/02/2011 07:48:30PM Session Started with Agent (Danny V.)
02/02/2011 07:48:30PM System: "Thank you for contacting Sprint. My name is Danny V.."
02/02/2011 07:48:30PM Gabriel: "I'm wondering what services you offer at repair centers."
02/02/2011 07:48:39PM Agent (Danny V.): "Hello."
02/02/2011 07:48:44PM Gabriel: "Hi, how are you?"
02/02/2011 07:49:00PM Agent (Danny V.): "I am pretty well. Thanks for asking."
02/02/2011 07:49:02PM Agent (Danny V.): "How are you?"
02/02/2011 07:49:10PM Gabriel: "Good, thank you."
02/02/2011 07:49:18PM Agent (Danny V.): "Great!"
02/02/2011 07:49:57PM Gabriel: "I'm just wondering if my phone has scratches and dings on it if a repair center can replace the housing."
02/02/2011 07:50:11PM Gabriel: "There's nothing wrong with the phone, it's just normal wear and tear sort of things."
02/02/2011 07:50:20PM Agent (Danny V.): "Ok."
02/02/2011 07:50:37PM Agent (Danny V.): "It can be easily fixed at the Sprint Repair store."
02/02/2011 07:51:00PM Gabriel: "Ok, great. And without the total protection plan its a charge of $35, correct?"
02/02/2011 07:51:06PM Agent (Danny V.): "They will check your phone and fix it accordingly."
02/02/2011 07:51:12PM Agent (Danny V.): "Correct."
02/02/2011 07:51:26PM Gabriel Mejia: "Ok, sounds great!"
02/02/2011 07:51:46PM Agent (Danny V.): "My goal is to ensure the issues that prompted you to chat today are fully resolved. Did I address all the reasons for your chat today?"
02/02/2011 07:52:21PM Gabriel: "Yes you did! Thank you so much "
02/02/2011 07:52:31PM Agent (Danny V.): "It???s been my pleasure to serve you. A short survey follows this chat; I appreciate you taking the time to provide feedback because the survey results help Sprint measure my performance.

Please click Exit and Complete Survey."
02/02/2011 07:52:51PM Session Ended

 

[Matt.ny.tech]

Never, ever rely on what web chat or over the phone tells you. They will tell you anything to get you off there rotation if your not spending money.

Sent from my Lego'ed 670 :tup:

 

[cmags]

Maybe take that $100 they gave you and hop on ebay and grab a parts phone, and then use the "All up in your guts" post on this forum to DIY swap the housings?

LG OPTIMUS S SPRINT ANDROID PHONE AS-IS PARTS REPAIR - eBay (item 200570857549 end time Feb-28-11 21:16:05 PST)

You'll end up with more parts spare as well (battery, LCD, etc), and can either keep them in the parts drawer or sell them back off and recover even more of your free money.

Just a thought. That's how I'd hack it.

 

[gmap516]

Well, like I said. The employee at the store told me to escalate it.

 

[gmap516]

Maybe take that $100 they gave you and hop on ebay and grab a parts phone, and then use the "All up in your guts" post on this forum to DIY swap the housings?

LG OPTIMUS S SPRINT ANDROID PHONE AS-IS PARTS REPAIR - eBay (item 200570857549 end time Feb-28-11 21:16:05 PST)

You'll end up with more parts spare as well (battery, LCD, etc), and can either keep them in the parts drawer or sell them back off and recover even more of your free money.

Just a thought. That's how I'd hack it.

Doesn't opening it void the warranty? And honestly, I'd be scared to do that. Regardless, there's a chance the screen is scratched just as badly as this one.

 

[cmags]

Doesn't opening it void the warranty?

But yea it would... technically. But there's no "void if removed" sticker on it so unless you really screwed up, they'd never know (and it might provide a real bricked phone )

Yea you take a chance on a for-parts phone off ebay but you search for one that is from a reputable vendor, has explicit description of what's wrong, and photos. I've never had a phone this new before, but I've always found replacement parts on ebay for phones of mine and have never had anything but great results for very little relative cost.

 

[gmap516]

Thank you, sir. I'll try it out if the manager at the store can't do anything for me.

 

[mr.longbough]

try this a friend who did phone support had me try this with verizon and it worked for me.

Talk to a supervisor (phone or person) explain your problem as you have been. Make sure your calm and very professional never once raise your voice swear or anything that could be considered impolite. Ask what they can do for you if anything at all never demand you wont get as good results doing that. If they don't cave use the "when is my current months monthly billing cycle up?" Hopefully its atleast a week out. Let the supervisor know you haven't had your needs met through this company and are goint to research the competition and may call back at the rnd of your current month to close your contract wih. them and will likewise let all your friends,co-workers and family know that this company isn't very customer friendly.
In the few instances I have dealt with sprint the rep has allways offered me an encentive to continue paying them my monthly charges vs the competition.
Hope you can make some headway ven if its just one part at a time!

 

[gmap516]

I managed to contact the manager of the store and she's going to do the repairs for me for the $35 when the parts come in