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- 11-08-2003, 11:56 AM #1DSL GURUGuest
I see many questions asked repeatedly about problems with phones, and thought a
"Repair FAQ" was in order. This FAQ has not been fine tuned as much as the
Retention FAQ, and may have minor omissions or errors.
What do I do if my phone goes bad/dies/stops working?
All new phones are sold with a 1-year warranty. If it goes bad in the first 14
days thatâs your âTestâ period and you are free to return it to Sprint
(or where you bought it) for a full refund or exchange for a different new
phone (although activation fees may apply). Between 15 and 365 days you return
it for repair or replacement, if it is replaced it will usually be a
refurbished phone and may or may not be the same model. Same rules apply to
your battery. Lithium Ion batteries usually last about 2 years, but not all do.
Usually they are also covered by the one-year warranty.
What does SprintPCS say about Warrantys?:
âThe manufacturer of your phone offers a one-year limited warranty from the
date of purchase. To replace your phone under the manufacturer's warranty, a
Sprint Store technician must verify the defect. To locate the nearest Sprint
Store, dial *2 on your PCS Phone, say "Store locator," and follow the
instructions; or go to our online Sprint Store locator. (Note: Warranties are
exclusive to the manufacturer and only allow for same-model exchanges. Sprint
has no liability in connection with the manufacturers' acts and/or
omissions.)â
What does SprintPCS say about repairs:
âIf you are having trouble with your PCS Phone, visit a local Sprint Store
Technical Center with service capabilities for a phone evaluation to determine
if there is a problem. A Sprint Store must have service capabilities to repair
your PCS Phone.â
What about Equipment Replacement Program?:
In general they are a rip off, but only you know your loss history,
And for more expensive phones they may be a consideration, although
for a loss you have to file a police report, pay a deductible and accept a
refurbished phone.
The first thing to do for a lost phone is to Call your number, you may hear the
phone under a sofa cushion, or it may be answered by someone or someplace you
visited the day before that will be happy you called.
What does SprintPCS say about a lost phone?:
âIf you lose your phone, notify PCS Customer Solutions at 888-211-4727. If
you have the PCS Equipment Replacement Program on your account, please call
lockline Insurance at 1-800-584-3666.
Important notes to remember when you lose your PCS Phone:
* You are still liable for the monthly recurring charges while service is
interrupted, including all charges for lost or stolen equipment before you
notified Sprint.
* You may be required to provide evidence of a police report or affidavit
for the loss or theft.
* When you reactivate your service you will be able to keep the same
phone number and monthly service plan.
â If you purchase another PCS Phone, you must pay a $35 non-refundable
activation fee unless you activate your phone online.â
What about annoying problems?
This can be exceedingly frustrating, especially if it is an intermittent
problem that cannot be readily reproduced for SprintPCS technicians.
Sometimes one of 2 types of firmware upgrades helps. Problems with not being
able to roam are many times alleviated by a âPRLâ update (PRL = Preferred
Roaming List). SprintPCS has agreements with other cellular carriers to allow
your phone to work on other networks when outside of the range of the SprintPCS
network. You do not get to choose which carrier; it is determined by the PRL,
software inside your phone. The current version is 10021. Each phone also has a
version of its unique firmware. As phones are in the hands of users, often
times âbugsâ are discovered and fixed, by a firmware update, but this has
to be done by a SprintPCS technician at the Sprint store. Selling is the top
priority at stores, so upgrades to firmware are usually not available in real
time, although sometimes one can drop off their phone on the way to lunch, and
pick it up on their way home. Sometimes these firmware upgrades solve your
problem and youâre done.
Information on Firmware and PRLs is available at http://www.sprintpcsinfo.com
If both a PRL and Firmware upgrade do not solve your problem, the problem could
be changes in the SprintPCS network (which Sprint may not admit to) or known
issues with your model phone. If the problem is bad enough go back to the
Sprint store, ask to speak to the manager, calmly explain your ongoing problem,
and document the PRL and Firmware updates/upgrades and insist on a replacement.
There is a common law principle called âFit for Purposeâ which means they
sold you a phone, it has to work. It trumps the Contract. If SprintPCS refuses
to help you (and that has happened) and the problems are too much too accept,
write a letter to your State Attorney General with a Certified copy to
SprintPCS HQ in Kansas City and demand to be let out of the Early Termination
Fee.
Many folks insist the thing to do is to buy your SprintPCS phone from Costco or
federated or other big Department store that has a satisfaction guarantee.
Often those places will replce your phone or refund your phone in cases where
SprintPCS may have declined to help in the way you might have liked.
In some cases, you may just wish to buy a new phone: SprintPCS now allows any
customer to get new customer deals on a new phone if you have been using the
same phone for 18 months. You get the discount by rebate however.
=========
Nov. 8, 2003
This FAQ is based on my experiences and the reported experiences of others as
posted in this newsgroup. The âwhat does SprintPCS sayâ is taken verbatim
from the SprintPCS website as of the day of this FAQ. SprintPCS is free to
change its policies at any time, and I make no guarantee as to what will happen
if one seeks a warranty repair or replacement, and cannot be held responsible
for your results. I believe it would serve SprintPCS better if it were not
secretive about these rules,
and was proactive about replacing "problem phones". Ap[parently there is a
secret list of phones that have "known issues", and if you complain, they will
be replaced, but only if you complain. I view this posting as helpful to
Sprint. I welcome ===constructive=== criticism and additions.
Personal insults addressed to the author will be ignored.
› See More: Cell Phone Repair FAQ
- 11-08-2003, 12:10 PM #2Scott StephensonGuest
Re: Cell Phone Repair FAQ
DSL GURU wrote:
>
> Nov. 8, 2003
> This FAQ is based on my experiences and the reported experiences of others
> as posted in this newsgroup. The ?what does SprintPCS say? is taken
> verbatim from the SprintPCS website as of the day of this FAQ. SprintPCS
> is free to change its policies at any time, and I make no guarantee as to
> what will happen if one seeks a warranty repair or replacement, and cannot
> be held responsible for your results. I believe it would serve SprintPCS
> better if it were not secretive about these rules,
> and was proactive about replacing "problem phones". Ap[parently there is a
> secret list of phones that have "known issues", and if you complain, they
> will be replaced, but only if you complain. I view this posting as helpful
> to Sprint. I welcome ===constructive=== criticism and additions.
>
> Personal insults addressed to the author will be ignored.
Hey Phil- I've taken the liberty to forward both this FAQ and your Retention
FAQ to Sprint's Legal, Risk Management and Customer Operations groups.
I've asked them to verify the accuracy of each point, as this is being
publicly posted, and being represented as the most efficient way to take
action. I took the liberty of including all of the header information from
your post, just in case they needed to contact you for either clarification
or retraction.
> Personal insults addressed to the author will be ignored.
Didn't you mean to say- "Questions addressed to the author will be ognored?"
- 11-08-2003, 02:33 PM #3DSL GURUGuest
Re: Cell Phone Repair FAQ
> ognored
Thats a new one on me.
Perhaps you haven't heard of the First Ammendment to our consititution. I'm
free to say whatever I want, as long as I don't pretend to speak for SprintPCS.
You are such an apologist, what did I say that you might think is illegal???
- 11-08-2003, 02:48 PM #4Steven J SobolGuest
Re: Cell Phone Repair FAQ
DSL GURU <[email protected]> wrote:
>> ognored
>
> Thats a new one on me.
>
> Perhaps you haven't heard of the First Ammendment to our consititution. I'm
> free to say whatever I want, as long as I don't pretend to speak for SprintPCS.
>
> You are such an apologist, what did I say that you might think is illegal???
I'm just thinking that Sprint may not like the fact that you are acting as
a de-facto Sprint spokesman.
What you're posting *isn't* illegal in the same way that crashing a stop
sign or robbing a bank is, and you know that.
Doesn't mean Sprint approves of you acting like a company representative.
Which is, essentially, what you are doing with your FAQ. Sounds a lot like
you're making pronouncements on their behalf.
--
JustThe.net Internet & New Media Services
22674 Motnocab Road * Apple Valley, CA 92307-1950
Steve Sobol, Proprietor
888.480.4NET (4638) * 248.724.4NET * [email protected]
- 11-08-2003, 03:48 PM #5DSL GURUGuest
Re: Cell Phone Repair FAQ
> I'm just thinking that Sprint may not like the fact
> that you are acting as
> a de-facto Sprint spokesman.
Isn't that special. I never said I was. Did you?
- 11-08-2003, 03:50 PM #6DSL GURUGuest
Re: Cell Phone Repair FAQ
> Sounds a lot like
> you're making pronouncements on their behalf.
And where in the FAQ is that stated?
"This FAQ is based on my experiences" is what the FAQ states.
Now go back to apologizing for Sprint, because you will not intimidate me. Not
insults, not sexual slander, not legal threats.
- 11-08-2003, 06:18 PM #7Scott StephensonGuest
Re: Cell Phone Repair FAQ
DSL GURU wrote:
>> ognored
>
> Thats a new one on me.
>
> Perhaps you haven't heard of the First Ammendment to our consititution.
> I'm free to say whatever I want, as long as I don't pretend to speak for
> SprintPCS.
>
> You are such an apologist, what did I say that you might think is
> illegal???
The first amendment doesn't allow you to post mis-information. You are not
free to say whatever you want, especially when trying to state policy for a
company you have no association with.
Never saw the word 'illegal' used. Let's just say I decided to give Sprint
an opportunity to review the material- I'm sure the lawyers will have a
filed day with it (and if you don't know why, then keep posting).
- 11-08-2003, 07:14 PM #8SeebsGuest
Re: Cell Phone Repair FAQ
In article <[email protected]>,
DSL GURU <[email protected]> wrote:
>Perhaps you haven't heard of the First Ammendment to our consititution.
Er, unless he's the government, it's not his problem.
-s
--
Copyright 2003, all wrongs reversed. Peter Seebach / [email protected]
http://www.seebs.net/log/ - YA blog. http://www.seebs.net/ - homepage.
C/Unix wizard, pro-commerce radical, spam fighter. Boycott Spamazon!
Consulting, computers, web hosting, and shell access: http://www.plethora.net/
- 11-08-2003, 07:18 PM #9Scott StephensonGuest
Re: Cell Phone Repair FAQ
Seebs wrote:
> In article <[email protected]>,
> DSL GURU <[email protected]> wrote:
>>Perhaps you haven't heard of the First Ammendment to our consititution.
>
> Er, unless he's the government, it's not his problem.
>
> -s
Phil's just feelin the heat, Seebs- plus the fact that few of us are buying
into his 'factual' posts. Be nice to see him have to answer a few
questions- he won't answer anything here. Maybe Sprint will have a few
questions for him.
- 11-08-2003, 11:52 PM #10Steven J SobolGuest
Re: Cell Phone Repair FAQ
DSL GURU <[email protected]> wrote:
>> I'm just thinking that Sprint may not like the fact
>> that you are acting as
>> a de-facto Sprint spokesman.
>
> Isn't that special. I never said I was. Did you?
You *are* truly an idiot. I know you never said you were; look up the
dictionary definition of the term "de-facto" or "de facto".
--
JustThe.net Internet & New Media Services
22674 Motnocab Road * Apple Valley, CA 92307-1950
Steve Sobol, Proprietor
888.480.4NET (4638) * 248.724.4NET * [email protected]
- 11-09-2003, 02:19 AM #11O/SirisGuest
Re: Cell Phone Repair FAQ
In article <[email protected]>, DSL=20
[email protected] says...
> =E2=88=91 If you purchase another PCS Phone, you must pay a $35 non-refun=
dable
> activation fee unless you activate your phone online.=E2=80?
>=20
Not for business customers. No activation fee.
--=20
-+-
R=D8=DF
O/Siris
I work for SprintPCS
I *don't* speak for them.
- 11-09-2003, 05:42 AM #12DSL GURUGuest
Re: Cell Phone Repair FAQ
> The first amendment doesn't allow you to post
> mis-information
Something you should take to heart.
I am anxiously awaiting not hearing from the lawyers.
Also
http://www.sprintpcssucks.org
which posts the truth .
- 11-09-2003, 05:43 AM #13DSL GURUGuest
Re: Cell Phone Repair FAQ
> Maybe Sprint will have a few
> questions for him.
Dream on.
- 11-09-2003, 06:04 AM #14DSL GURUGuest
Re: Cell Phone Repair FAQ
> From: O/Siris <A
HREF="mailto:robjvargas@sprntpcs.cm">[email protected]</A>
>Date: Sun, Nov 9, 2003 2:19 AM
>> [email protected] says...
>> If you purchase another PCS Phone, you must
>> pay a $35 non-refundable
>> activation fee unless you activate your phone
>> online.
> Not for business customers. No activation fee.
Embarressment of SprintPCS is Vargas. The defacto spokesman for Sprint failed
to pointout (he omitted the quotation marks and the atribution) that the
paragraph he found exception to (and I'm flattered if that was the worst thing
about the FAQ), was part of a direct complete quote from yesterday's SprintPCS
website, so he's really critcising SprintPCS, not me.
- 11-09-2003, 09:56 AM #15Scott StephensonGuest
Re: Cell Phone Repair FAQ
DSL GURU wrote:
>> The first amendment doesn't allow you to post
>> mis-information
>
> Something you should take to heart.
>
> I am anxiously awaiting not hearing from the lawyers.
>
> Also
>
> http://www.sprintpcssucks.org
>
> which posts the truth .
Truth? You can't handle the truth! (Sorry guys- I couldn't resist). If
you could, you would answer some of the fifty plus questions asked of you
in the last two months, and admit that all of your rantings are not based
in fact, but in the little fantasy world you live in, which is quickly
becoming overpopulated with now twenty (?) Phil aliases.
Do a little Google search on '<insert company name here> sucks'. Let me
know any company you can subject to that search that comes back with no
results.
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