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Old July 25th, 2012, 03:02 PM   #1 (permalink)
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Default Broke my Evo the first day, Replacement?

I dropped my evo this morning and the volume up button got messed up to where it works, but its stuck in so you have to push it really hard. I went to the corporate retailer, who told me to go to a franchise retailer to have it fixed. They couldn't fix it and sent me back to the corporate one to have it replaced. Corporate one says since its less than 14 days, I have to pay a $35 restocking fee. They said if I wait until after 14 days they will replace it for FREE.

Does this sound normal to everyone? I was about to pay the $35 on the spot but I didn't have the box, manuals, and charger with me.

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Last edited by marctronixx; July 25th, 2012 at 05:51 PM. Reason: moved to Sprint forum as this question deals with sprint return policy
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Old July 25th, 2012, 03:06 PM   #2 (permalink)
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It's you shouldn't have to pay the restocking fee if there is something physically wrong with the device. With that being said, it was damage caused by you so that's not normally repaired for free.
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Old July 25th, 2012, 06:11 PM   #3 (permalink)
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My main concern is, am I being told the truth? I know its all my fault, but are they being honest with me? It sounds weird that I would be told a date that is too early to have it exchanged. I would think they would say after 14 days you can't return it.
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Old July 25th, 2012, 09:12 PM   #4 (permalink)
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when in doubt, get it in writing....
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Old July 26th, 2012, 12:06 AM   #5 (permalink)
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That typically isn't the case it sounds like they are actually trying to help you out though

Do you have tep?

With tep, damage that can not be repaired would require an insurance claim through asurion

Without tep it would be a $35 fee to eval phone and repair/replace at manager's discretion

$35 restock usually only applies to a return with model change or color change

If u don't have tep...prolly a good idea to add it btw
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Old July 26th, 2012, 06:47 AM   #6 (permalink)
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If I were you I'd pay the $35. that will get you a brand new phone. if you go through an insurance claim you'll be getting a refurb.
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Old July 26th, 2012, 08:13 AM   #7 (permalink)
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Originally Posted by falconey View Post
If I were you I'd pay the $35. that will get you a brand new phone. if you go through an insurance claim you'll be getting a refurb.
This is not always true. Nor is it true that an ordered replacement device is ALWAYS a refurb

The replacement centers do in fact have this model. It is possible they will order him one.

Replacements in the store still come from Asurion. It is very rare that an in box in inventory device is pulled off the shelf.


Ultimately in this case (and all cases) it is going to be whatever that store does.
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Old July 26th, 2012, 03:21 PM   #8 (permalink)
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Yes I have TEP and yes I offered to just pay the $35 and not take my chances, but I didn't have the box, reciept, and charger with me at the time.

I ended up calling the franchise store and they said that the store I bought it from(corporate store) is wrong and that they should be able to replace it within the 14 days without a restocking fee as long as I get the same phone, which is what I was doing. Then I tried to get a hold of the corporate store with no success.

So to get some more ammo to throw at them, I called the 1-866 number for sprint and they said the corporate store was wrong also, and gladly noted on my account to waive the $35 fee.

So I went in today and the rep took my phone into the back room and talked to his boss for a few minutes and then they came out and started going through some process to get me a new phone without me being charged. I think they said they were going to use TEP but I was going to have to pay the deductible or something, not quite sure. They didn't have the white one in stock, so they ordered it and it should there next week for me.
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Old July 26th, 2012, 05:59 PM   #9 (permalink)
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When a phone is damaged TEP or insurance are the only options.

You should not be charged. If they ordered it in store the did not have you go through asurion....which would have cost you the deductible

They took care of ya on this one, protect the new one. Not all stores would handle it this way. Many would have made you do the asirion claim.


Keep in mind....not many products can be returned of the customer damaged it.....except maybe Walmart best buy (hot or miss) or Sam's club.

Sam's club still has the best return policy (non phone/electronics)

Quote:
Originally Posted by devilsfutbol17 View Post
Yes I have TEP and yes I offered to just pay the $35 and not take my chances, but I didn't have the box, reciept, and charger with me at the time.

I ended up calling the franchise store and they said that the store I bought it from(corporate store) is wrong and that they should be able to replace it within the 14 days without a restocking fee as long as I get the same phone, which is what I was doing. Then I tried to get a hold of the corporate store with no success.

So to get some more ammo to throw at them, I called the 1-866 number for sprint and they said the corporate store was wrong also, and gladly noted on my account to waive the $35 fee.

So I went in today and the rep took my phone into the back room and talked to his boss for a few minutes and then they came out and started going through some process to get me a new phone without me being charged. I think they said they were going to use TEP but I was going to have to pay the deductible or something, not quite sure. They didn't have the white one in stock, so they ordered it and it should there next week for me.
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Old July 28th, 2012, 10:30 PM   #10 (permalink)
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This one will be protected. I ordered the otterbox defender the same day I got the phone, I just had to break it before the case got here.
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