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Root Sprint's Policy on Rooting...

Discussion in 'Android Devices' started by nolimit06, May 5, 2012.

  1. nolimit06

    nolimit06 Well-Known Member
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    Did some reading and Good and Evo and since I did not see this posted here I thought I would share :) There has been a policy in place since April 4, 2011 yes 2011 that basically states if a phone is suspected of being rooted that they have to warn you of the dangers but still have to repair or exchange your device.

    Here is the story for your reading pleasure :D
    Update: Returning your rooted EVO to Sprint for repair in rooted condition
     

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  2. Rxpert83

    Rxpert83 Dr. Feelgood
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  3. 9to5cynic

    9to5cynic Android Expert
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    AWESOME! What a find. No one is gonna get pushed around for rooting any more! But does it still void the warranty?
     
  4. nolimit06

    nolimit06 Well-Known Member
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    The HTC warranty as far as I know but if you pay for the insurance your fine :)
     
  5. nolimit06

    nolimit06 Well-Known Member
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  6. tube517

    tube517 Android Expert
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    Yeah, they have been doing that since 2011 but they haven't "advertised" it publicly.
     
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  7. theTrashcanMan

    theTrashcanMan Well-Known Member
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    This is good, but it says that the first thing the tech will do is to un-root the phone before doing any work at all. I personally would rather do the unrooting as I know the method I used to root, and know what I'm doing well enough to not screw it up. I don't want some tech who may or may not know about rooting monkeying with my phone. The other thing that this brings to mind is that they would most likely bring it up to the most recent update, which may prevent a re-root. The last time I took it in for a hardware repair, the guy didn't mess with my software at all.
     
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  8. ocnbrze

    ocnbrze DON'T PANIC!!!!!!!!!
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  9. tube517

    tube517 Android Expert
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  10. SprintUsr

    SprintUsr Lurker
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    Here is a recent chat with Sprint about this situation....


    Simply click the white Yes button below now.
    Frances L: Thanks for moving the chat window.
    Frances L: Please provide more details about your question.
    You: I am inquiring as to what Sprint's policy is on rooting their Android phones? Also, if an active Sprint phone is rooted and the owner has purchased and is currently paying for the insurance offered by Sprint, would they still cover any issues that may arise?
    Frances L: Thank you for sharing additional details.
    Frances L: If insurance added on the line and customer paying for the insurance, so the device cover under insurance.
    You: Even if the device is rooted?
    You: And what is Sprint's policy on rooting their Android phones?
    Frances L: Rooting devices doesn't cover under insurance.
    Frances L: Rooted devices*
    You: WHAT IS SPRINT'S POLICY ON ROOTING THEIR PHONES?
    You: I have a memo from a Sprint Full Service Location here saying such is not the case......
    Frances L: Sprint doesn't recommend to rooting the phone.
    Frances L: Can I please have your phone number?
    You: Sprint does not RECOMMEND rooting a device.... But If I have a rooted device and I were to bring it in to a full service location for repair, and I have insurance, they would still repair my phone, correct?
    Frances L: If the insurance added on the device, so you can repair the device @ Sprint repair center, so they can manually check that.
    Frances L: If the device is repairable, they would assist you.
    You: And if not they wold replace my device per standard DHRP procedures, correct?
    Frances L: If the device is not repairable, so you can discuss it with Asurion at (800) 584-3666.
    Frances L: Hours of operations are Monday - Friday: 7:00 AM - 11:00 PM, Saturday - Sunday: 8:00 AM - 9:00 PM.
    Frances L: I know your time is valuable and I would like to assist you in resolving any questions you have. Would you like to continue chatting with me today?
    You: Memo from Sprint full service location states: If the customer is experiencing issues that are suspect to be caused by rooting the device: Step 1 Educate the customer on the risks involved in rooting their device. Step 2 Open an eTicket and document the specific issues with the device. Also note that device is suspect of being root.
    You: Step 3 attempt to resolve the issue by reloading the device software
    You: Step 4 If the issue cannot be resolved, exchange the device per standard DHRP procedures.
    You: Is this all correct information?
    Frances L: From where you got this information?
    You: Is this all correct information?
    You: I am an Android system developer looking to switch my service to Sprint and would like to know the true policies before I make the switch as I will be working on phones. I would like to have true and accurate information so I can make an informed decision on which carrier to go with. So far Sprint would be my choice if I can verify that this information is correct...
    Frances L: Thank you for sharing the details.
    Frances L: I would like to inform you that other services providers phones doesn't work with Sprint services, so if you sign up the services with Sprint, you will need to opt the Sprint phone.
    You: I understand that, that is the reason I asked about Sprint's policy on rooting THEIR phones.
    You: Now would you please verify as to whether or not the information I mentioned above is accurate or not?
    Frances L: Those are the technical terms, so I would suggest you to contact the Technical support team at 1-888-211-4727.
    Frances L: Hours of operations are Monday - Friday: 6:00 AM - 12:00 AM, Saturday: 7:00 AM - 11:00 PM, and Sunday: 9:00 AM - 9:00 PM
    Frances L: Also you can contact to Asurion (Insurance seller) at (800) 584-3666
    Frances L: Their hours of operations are Monday - Friday: 7:00 AM - 11:00 PM, Saturday - Sunday: 8:00 AM - 9:00 PM.
    You: So, when it comes down to it, if I were to take a rooted android phone into a sprint service location for repair, they would attempt to repair the device and if they were unable to, they would replace the device per standard procedure?
    Frances L: Lenny, Rooted device doesn't coverage under insurance, however the defect could be verified after manually checking.
    You: So, the answer is simply a yes then.
    Frances L: Lenny, those are the Technical terms, so I would suggest you to contact the Technical support team for that.
    Frances L: So they can assist you regarding all those.
    You: Since the top of the aforementioned Memo says: Since there is currently no way of proving that a device has been rooted by a customer, suspected rooted devices should be handled as follows. Then leads into what I mentioned earlier.
    Frances L: Please note: We do not support rooted Android devices. The Protection App is only compatible with operating systems that are Sprint certified and unmodified for your device.
    Frances L: You an also get more information with the help of below link:
    Frances L: https://protection.sprint.com/?
    Frances L: Also you may contact to Technical support about the technical terms.
    You: The Protection App .apk file can be loaded onto any Android Rom and as long as the phone is on the Sprint Network and the insurance is being paid for then it will work without a problem. So, as long as a person didn't actually "say" their phone was rooted then it would be handled as stated above, correct?
    Frances L: Lenny, Sprint doesn't support rooted Android devices. The Protection App is only compatible with operating systems that are Sprint certified and unmodified for your device.
    Frances L: If you modified the device yourself, so that wouldn't cover under insurance.
    You: According to the Sprint memo, Sprint would still have to attempt to repair the device and if it couldn't be repaired then it would be replaced. EVEN IF THE DEVICE IS SUSPECT OF BEING ROOT.
    You: That's a Sprint internal memo, on Handling rooted/Jailbroken Devices
    Frances L: From where you got the information?
    You: No disrespect intended but all I need is a true or not true and then I am done with this conversation.
    Frances L: Rooted devices doesn't cover under insurance, only the Sprint devices those are not rooted cover under insurance.
    You: So you are telling me that, that policy I have quoted from is incorrect?
    Frances L: From where you got the information?
    You: Please answer my question.
    Frances L: Lenny, those are technical terms and for those there is a Technical support team.
    Frances L: I would suggest you to contact them at 1-888-211-4727, so they an assist you.
    Frances L: Their hours of operations are Monday - Friday: 6:00 AM - 12:00 AM, Saturday: 7:00 AM - 11:00 PM, and Sunday: 9:00 AM - 9:00 PM
    You: Thank you for your time
    Frances L: You are most welcome.
    Frances L: Thank you for contacting to Sprint.
    END:thinking::thinking::thinking:
     
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  11. ocnbrze

    ocnbrze DON'T PANIC!!!!!!!!!
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  12. MizzouBrent

    MizzouBrent Android Expert
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  13. gonowhere

    gonowhere Android Enthusiast
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    Lenny, those are the Technical terms, so I would suggest you to contact the Technical support team for that.

    :creep:
     
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  14. dustwun77

    dustwun77 Endeavor to Persevere :)
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    sounds like 'Frances' was 'coveraging' his or her posterior. :)
     
  15. 9to5cynic

    9to5cynic Android Expert
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    Haha... I love how SprintUsr wisely chose not to give sprint the number... I'm sure they have a 'suspected of rooting' field somewhere on their customer records... :) ;)

    Also, the whole 'where did you find our leaked internal memo?' :rofl:
     
  16. Rxpert83

    Rxpert83 Dr. Feelgood
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    I have flat out told sprint the phone I was handing them was rooted.
     
  17. -Mike-

    -Mike- Android Enthusiast
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    I dont want to jam up this thread but I wanted to throw this our there...

    I had an issue awhile back that I kept pushing. Finally, someone from a little higher of the food chain became involved (call dropping and data connection issues, or the lack thereof). After speaking with the lady for a few minutes, and they knew EXACTLY who I was, I told her that my data was so bad that I was rooted and flashed a Verizon PRL and had been using it for the past 4 months. I said I was well aware that they looked down on users rooting devices. Her response was "We dont condone it but, we dont prohibit it either." I then asked why. Her response was that their concern was more-so with people screwing up the device and dealing with the issue of liability. I thought for sure after telling her I was on a Verizon PRL for 4 months up to that point, stuff would have hit the fan. She didnt even entertain the comment. I said it all on purpose and kept saying it in hopes to start an arguement about it. Now I'm using an EvoLTE and have had some issues. When I call them about that device and the issues, the first thing I say is "I'm rooted". They dont even acknowledge my comment. I tell them I rooted a second device to use for the hacked hotspot which I use on a daily basis in my work van to keep my laptop connected to the net from 8 AM to 4 PM. They dont even flinch. I get a chuckle from them every once in awhile but thats all. What are they going to do? Cancel my service? Im sure they would rather see my $300/month going to THEM and not Verizon.

    I really wouldnt be too worried about being rooted.....
     
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  18. ocnbrze

    ocnbrze DON'T PANIC!!!!!!!!!
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    yeah i know a tech guy at my local sprint store. he knows that my phone is(and will always be rooted) so he has no issues. as long as whatever reason i bring it in was not root related, he has no problem servicing my phone.
     
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