Speaker and Customer Service problemSupport


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  1. mikeb33

    mikeb33 Well-Known Member This Topic's Starter

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    My rear speaker buzzes like a blown speaker. I took it to the Sprint Store where I bought it in July. They told me they don't do repairs there and to take it to a different Sprint Store that does(an independent I believe).
    I went there and they said it would be $35 to repair it. I asked about warranty and handed me a piece of paper with HTC's phone number. I assume HTC will want me to send it in, which I can't do.
    I also have the Sprint insurance, which only covers loss or theft apparently.
    I am a Contractor and really need my phone everyday, it is the only number my Customers have to contact me. Is there any other way to get this handled quickly and under warranty?
     

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  2. Mr. Ed

    Mr. Ed Well-Known Member

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    in short...find a sprint corporate repair center. I only know the Dallas area, so unless you are here in Dallas I can't advise you on Sprint repair locations.

    Which sprint insurance do you have? just the insurance or the insurance and replacement?
    if you have the insurance AND replacement there is no fee...if you don't my understanding without reading the new policy is that you pay the $35...and that is going to be the fastest way for you to resolve your issue.
     
  3. mikeb33

    mikeb33 Well-Known Member This Topic's Starter

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    My problem with the "New Policy" is that it wasn't in place when I bought my phone. If they want a new policy from now on, fine, but they shouldn't be able to change the policy once I have signed a 2 year agreement.
     
  4. Spooner

    Spooner Member

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    My speaker just started doing the same thing. I'm having other issues too so I might just swap as well.
     
  5. Mr. Ed

    Mr. Ed Well-Known Member

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    i would have to actually dig out the policies...but this is the way I understand it, and the best way I can explain it

    in short,
    your contract is directly related to an agreement to purchase cell service from sprint. There are no implied or written device warranties in that contract, and nothing regarding replacement and repair of devices other than a refer to device manufacturer clause.

    you (like I) opted to purchase an add on insurance policy separate from that agreement. I am still unclear of which you have...there are two versions one that covers a few things..and then a $2 or $3 add on that covers even more. You are not obligated under your contract to purchase this insurance and can cancel it at any time. They are two separate entities and honestly have nothing to do with each other. Now, should they completely stop offering say 3g/internet or change their minute plans and say you have to pay more...those would be good examples of breach of contract. Believe it or not it has happened, and when people call them on it Sprint does let them out of their contract. It isn't an easy process but I have seen it.

    I still don't know enough about the policy to really make comments on it...but from what I have read...it should not effect those that have both of the insurance options available.

    The question then becomes the warranty. It is HTC's product, offered by Sprint. Being a very actively spending consumer, and running a retail store myself all I can really say is this is the way it is headed. More and more locations like Home Depot, Best Buy, etc are referring customers to the manufacturer, as the manufacturers are becoming more stringent on how they reimburse the retailer for returned merchandise. In my case there are alot of products that I carry that become a complete loss...the manufacturer gives me absolutely nothing.

    The stores answer...contact the manufacturer.

    From what I see, Sprint will make more changes considering the recent reports of their losses. They will start cutting back wherever they can.

    This is just all speculation of course...it could be that they simply just don't like us as people and they are doing it to piss us off. :eek:

    In the end I know you just want your phone fixed...

    you may only have two options but I feel your best bet is to find a corporate repair store or even call customer service. Many of times they can set up for replacing the phone over the phone
     
  6. sitlet

    sitlet Banned

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    thats absolutely correct. They cant change your contract on you without notifying you in writing, and having you sign the new contract.

    To the OP, call Customer Service and talk to them about it. Explain what I just said. If they dont give you what you want, ask to speak with Account Services. Tell them if you dont get a fix/replacement, then you will cancel your account.
     
  7. Mr. Ed

    Mr. Ed Well-Known Member

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    Sitlet though I agree that he needs to call cust service the service contract has absolutely no relation to how sprint chooses to handle device warranty situations.
    In my past experiences calling and threatening to cancel does no good and is often been responded to with an "ok"


    .
     
  8. mikeb33

    mikeb33 Well-Known Member This Topic's Starter

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    I have the $4 month "equipment Insurance premium".
    I called Sprint and the first person pretty much told me that's the way it is. I persisted and the second person is putting a $35 credit on my account so I can pay to get it fixed. The told me it was a 1 time thing.

    Still seems wrong to me. I know HTC has to warranty their phone for a year, but can sending it out for repair really be a viable solution for anybody these days?

    I think we all expect that when we buy a phone with a 1 year warranty, we will not be without a phone and will not have to spend any money on it for a year, right?

    BTW: Does anybody know if the new speakers are any better or will I be doing this every few months?
     
  9. Mr. Ed

    Mr. Ed Well-Known Member

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    I have 6 evos....not one has had a speaker issue. I am glad they got you fixed up. Someone in another forum claims to have called in on a complaint that he had to buy the extended battery to get a days use out of their phone and the credited that. Seems not all of the reps are bad apples.
    I am with you....I have 8 items from home depot that stopped working within their warrant period... I think it is bs I have to send them off for repair (1 being a large freezer)
     
  10. Spooner

    Spooner Member

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    I took mine into my local Sprint store and they fixed it in 20 minutes and didn't even ask for money.
     
  11. Mr. Ed

    Mr. Ed Well-Known Member

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    some of the repair stores (corp and franchise) will just pull the phone apart and repair the speaker

    when you say fixed did they repair it or replace the phone...and which insurance do you have if any

    if you carry the $7 insurance it shouldn't cost anything
     
  12. Spooner

    Spooner Member

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    They replaced the speaker. I have the $7 insurance.
     
  13. Mr. Ed

    Mr. Ed Well-Known Member

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    Thanks!
     

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