Sprint store won't service 2-month old Sanyo phone!

skierpage · 02-28-2006, 10:34 PM

I just ran into this issue, and it's completely bizarre, and you haven't addressed substance of lgmayka's points about the Sprint's printed warranties.

I have a Sanyo MM-9000 phone, bought January 17th 2006 (six weeks ago). The Camera and Camcorder functions stopped working, the phone displays Loading but nothing happens. The MM-9000 manual, both printed and online at http://www1.sprintpcs.com/media/Asse...anyomm9000.pdf , clearly states:

SPRINT SPECTRUM, L.P., (Sprint) offers you a limited warranty that the
enclosed subscriber unit (Product), including accessories in the product
package, will be free from defects in material or workmanship as follows:
SUBSCRIBER UNIT:
A. SPRINT ONE (1) YEAR LIMITED WARRANTY: For a period of one (1) year
from the date of purchase, Sprint will, at its option, either pay the parts and
labor charges to any authorized PCS® Phone service facility to repair or
replace a defective product (with new or rebuilt parts/replacements).

I went to the Sprint store in San Francisco on Van Ness. "Thuy" the manager refused to even take a look at the phone! He said I would have to get service from the manufacturer, which is a blatant violation of what the warranty states!

He gave me the phone number for Sanyo, (866)726-9692, but Sanyo's phone tree told me to contact Sprint via *2. The good news is that after a 23-minute wait a Sprint technician took me through a phone reset and reinitialize which fixed the problem (so far...). I suspected as much, but wanted to go to Sprint to have a paper trail in case it's a recurring problem and I do in fact have a faulty phone. Note that another salesperson confirmed this location is a PCS Phone service facility.

I was not angling for a replacement phone, trying to rip off Sprint, or wasting their time. I simply expected a company to live up to what it prints as its WARRANTY! And to suggest that I should pay $3 a month to get warranty service from the company warranting the phone (Sprint, not Sanyo) is ridiculous.

Has anyone actually taken this to attorney general, California Public Utility Commission, etc.?

"Thuy" also wanted to charge me $15 for the free firmware upgrade to my other phone (Samsung sph-i500), but I'll cover that service foul-up on the New Firmware XG23 available thread elsewhere.

**lgmayka** · 03-01-2006, 02:23 PM

Quote:

Originally Posted by skierpage

He gave me the phone number for Sanyo, (866)726-9692, but Sanyo's phone tree told me to contact Sprint via *2. The good news is that after a 23-minute wait a Sprint technician took me through a phone reset and reinitialize which fixed the problem (so far...). I suspected as much, but wanted to go to Sprint to have a paper trail in case it's a recurring problem and I do in fact have a faulty phone.

This is the ironic idiocy that posters seem to be encountering with the phone models warranted by Sprint (Sanyo, LG, and Hitachi).

1) Sprint store refuses to replace or repair phone, thereby violating the Magnuson-Moss Warranty Act. Sprint store refers customer to Sanyo phone number.

2) Sanyo, by phone, correctly says it has no obligation in this at all, because it is not the warrantor. Sanyo refers customer to *2.

3) Customer calls *2. Rep, if intelligent, knows that Sprint must live up to its warranty obligations and resolves problem one way or another--by totally free replacement of phone, if necessary.

Anyone who encounters any hitches in (3) should presumably contact the state or federal attorney general, or the FBI, to report a violation of the Warranty Act and ask for further instructions.

**lgmayka** · 03-01-2006, 02:32 PM

Quote:

Originally Posted by skierpage

The good news is that after a 23-minute wait a Sprint technician took me through a phone reset and reinitialize which fixed the problem (so far...).

Is this the ##786# reset that clears everything, including phone book etc.? I presume that you first tried simpler remedies like a power-down, power-up?

Please let us know if the problem recurs.

Snagga · 03-01-2006, 05:27 PM

the last time i had an issue with my 5600 i went to a sprint store and they had a new one there in 3 days. I had the same problem a few weeks ago went back, they said they no longer do warrenty. If i have lockline i can get a replacement through them at no cost. If not i would have to go through sanyo. So i just went through lockline and got a refurb one at no cost. But if u dont have lockline u have to send it to sanyo and they try to fix it, if they cant they will send u a replacement. Meanwhile u have no phone and they do not provide a loaner. Not really a big deal to me but if u dont have lockline what a hassle.

***ZiggyZ*** · 03-01-2006, 05:40 PM

The whole warrently issue applies to PREMERGER sprint customers. Another words if you obtained your handset before 9/1/05 then they are supposed to help you. Otherwise, anything obtained after 1/1/2006 you would have to take it up with the MFG of the handset, unless you have sprints ERP (Equipment Replacement Program), then they are supposed to help you in the store.

Snagga · 03-01-2006, 06:30 PM

they told me it was their new policy

***ZiggyZ*** · 03-01-2006, 06:37 PM

Quote:

Originally Posted by Snagga

they told me it was their new policy

Technically it is their new policy as of, 1/1/06, However the exception to that is if you have ERP(Equipment Replacement Program). If you have ERP then they are supposed to help you out at the store, and if it's a warrenty issue then they have to order DHRP. Basically a Refurbished handset. They are not obligated to provide a new handset.

**centauress** · 03-01-2006, 10:44 PM

But they are obligated to take it back to the tech and check it out if you have the ERP!

I also live near the S.F. Van Ness store. 'Thuy' is as described; it's as if he WANTS to piss off the customer and start problems! And the sad thing is, the S.F. Market Street store is even worse. Just about every employee there seems to ignore the S&P regularly. I've just about had it with trying to get service here and am seriously thinking of just calling Business CS if I have any more problems...

Gibsohnn · 03-02-2006, 02:49 PM

Dear god, not another warranty post

Carterism · 03-02-2006, 05:18 PM

Quote:

Originally Posted by Snagga

the last time i had an issue with my 5600 i went to a sprint store and they had a new one there in 3 days. I had the same problem a few weeks ago went back, they said they no longer do warrenty. If i have lockline i can get a replacement through them at no cost. If not i would have to go through sanyo. So i just went through lockline and got a refurb one at no cost. But if u dont have lockline u have to send it to sanyo and they try to fix it, if they cant they will send u a replacement. Meanwhile u have no phone and they do not provide a loaner. Not really a big deal to me but if u dont have lockline what a hassle.

I thought you have to pay a $50 fee to get another phone. How did you manage to get it at no cost?

carlos2008555 · 03-02-2006, 07:08 PM

Quote:

Originally Posted by Carterism

I thought you have to pay a $50 fee to get another phone. How did you manage to get it at no cost?

is free if is not ur fault u gotta pay if u loose it drop it brake it etc

**centauress** · 03-02-2006, 08:43 PM

Quote:

Originally Posted by Carterism

I thought you have to pay a $50 fee to get another phone. How did you manage to get it at no cost?

And it's $10 if the stores refuse to do anything and have to call lock\line.

Hmmmm, I think I figured out their game....

carlos2008555 · 03-02-2006, 08:48 PM

yea somethin like that i didnt kno it was 10$

vodeneal · 03-03-2006, 08:26 AM

If you want something done, you can always call the Better Business Bureau. It will get straightened out in a heartbeat!

FoneFixer · 03-03-2006, 11:40 AM

Seems to be a lot of confusion about how the new ESRP plan works. Hopefully, I can clear some of it up.
ESRP (Equipment Service and Repair Plan) is $3 a month. What this covers is basically anything with your handset except loss, theft, liquid damage, or something considered damage beyond repair (broken mother, phone in 3+ peices, etc.). Pretty much anything else is covered, so your phone can be repaired or replaced at no charge. It my require having the replacement phone to be ordered. Usually takes 2 or 3 days.
Lockline Insurance is $4 a month (although if you have both, you get $1 discount), and it covers anything that ESRP doesn't cover. It will be a $50 deductable and the phone will be mailed to you.
Regardless of wether you had ESRP or not, the Tech should have been allowed to check your handset and make a determination on what's wrong with it. If the store is a repair store, then the can replace it for a fee ($15, $35, or $55 depending on the issue). If it can't be repaired and it has to be replaced, it's $55 replacement fee. If it's not a repair store, it's $55 to replace, no repairing is possible.
It's true that as of 1/1/06, Sprint no longer covers warranties in the store, they go strictly through the manufacturer. I'm not privy to the legal ins and outs on this, but I can promise you Sprint wouldn't be doing this if there was a contract or a law preventing this. Why would the expose themselves to lawsuits and fines?
Personally, I feel ESRP is a better benefit for customers, overall. A warranty just covers manufacturer defects, not physical damage. ESRP covers both. Yes, you will have to pay a fee if you don't have it, but if you damage your phone (which is more commonly the case), it's a lot cheaper than buying a new phone. It does hurt the small percentage of people who take care of thier phone and don't want to pay for insurance, but by and large, the response to ESRP has been pretty positive from the customers I talk to. I hope this helps!!!!

02-28-2006, 10:34 PM	#1
skierpage Telegraph User Join Date: Jan 10, '06 Location: San Francisco Posts: 34 Phone: MM9000/KatanaDL Thanks: 0 Thanked 0 Times in 0 Posts SU$: 186	Sprint store won't service 2-month old Sanyo phone! I just ran into this issue, and it's completely bizarre, and you haven't addressed substance of lgmayka's points about the Sprint's printed warranties. I have a Sanyo MM-9000 phone, bought January 17th 2006 (six weeks ago). The Camera and Camcorder functions stopped working, the phone displays Loading but nothing happens. The MM-9000 manual, both printed and online at http://www1.sprintpcs.com/media/Asse...anyomm9000.pdf , clearly states: SPRINT SPECTRUM, L.P., (Sprint) offers you a limited warranty that the enclosed subscriber unit (Product), including accessories in the product package, will be free from defects in material or workmanship as follows: SUBSCRIBER UNIT: A. SPRINT ONE (1) YEAR LIMITED WARRANTY: For a period of one (1) year from the date of purchase, Sprint will, at its option, either pay the parts and labor charges to any authorized PCS® Phone service facility to repair or replace a defective product (with new or rebuilt parts/replacements). I went to the Sprint store in San Francisco on Van Ness. "Thuy" the manager refused to even take a look at the phone! He said I would have to get service from the manufacturer, which is a blatant violation of what the warranty states! He gave me the phone number for Sanyo, (866)726-9692, but Sanyo's phone tree told me to contact Sprint via 2. The good news is that after a 23-minute wait a Sprint technician took me through a phone reset and reinitialize which fixed the problem (so far...). I suspected as much, but wanted to go to Sprint to have a paper trail in case it's a recurring problem and I do in fact have a faulty phone. Note that another salesperson confirmed this location is a PCS Phone service facility. I was not angling for a replacement phone, trying to rip off Sprint, or wasting their time. I simply expected a company to live up to what it prints as its WARRANTY! And to suggest that I should pay $3 a month to get warranty service from the company warranting the phone (Sprint, not* Sanyo) is ridiculous. Has anyone actually taken this to attorney general, California Public Utility Commission, etc.? "Thuy" also wanted to charge me $15 for the free firmware upgrade to my other phone (Samsung sph-i500), but I'll cover that service foul-up on the New Firmware XG23 available thread elsewhere.

03-01-2006, 10:44 PM	#8
centauress HERO for hire... Mood: Join Date: Jul 21, '05 Location: S.F. CA Posts: 1,583 Phone: HERO, Sam. m240 Thanks: 0 Thanked 0 Times in 0 Posts SU$: 581	But they are obligated to take it back to the tech and check it out if you have the ERP! I also live near the S.F. Van Ness store. 'Thuy' is as described; it's as if he WANTS to piss off the customer and start problems! And the sad thing is, the S.F. Market Street store is even worse. Just about every employee there seems to ignore the S&P regularly. I've just about had it with trying to get service here and am seriously thinking of just calling Business CS if I have any more problems... __________________ If I've offended you... ask yourself why. Because if you continue, so will I. If I haven't, here might be a clue. If you don't think you 'rules', then I'm not talking to you. I need a Hero!

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03-01-2006, 05:27 PM	#4
Snagga Account Inactive Join Date: Oct 2, '05 Location: New Bedford, MA Posts: 768 Phone: Mogul Trades: 5 Thanks: 0 Thanked 0 Times in 0 Posts SU$: 1,486	the last time i had an issue with my 5600 i went to a sprint store and they had a new one there in 3 days. I had the same problem a few weeks ago went back, they said they no longer do warrenty. If i have lockline i can get a replacement through them at no cost. If not i would have to go through sanyo. So i just went through lockline and got a refurb one at no cost. But if u dont have lockline u have to send it to sanyo and they try to fix it, if they cant they will send u a replacement. Meanwhile u have no phone and they do not provide a loaner. Not really a big deal to me but if u dont have lockline what a hassle.

03-01-2006, 05:40 PM	#5
*ZiggyZ* I'm Kind Of A BIG Deal... Mood: Join Date: Jul 19, '05 Location: Buffalo, NY Posts: 2,644 Phone: HTC EVO Thanks: 21 Thanked 11 Times in 10 Posts SU$: 5,210	The whole warrently issue applies to PREMERGER sprint customers. Another words if you obtained your handset before 9/1/05 then they are supposed to help you. Otherwise, anything obtained after 1/1/2006 you would have to take it up with the MFG of the handset, unless you have sprints ERP (Equipment Replacement Program), then they are supposed to help you in the store.

03-01-2006, 06:30 PM	#6
Snagga Account Inactive Join Date: Oct 2, '05 Location: New Bedford, MA Posts: 768 Phone: Mogul Trades: 5 Thanks: 0 Thanked 0 Times in 0 Posts SU$: 1,486	they told me it was their new policy

03-02-2006, 02:49 PM	#9
Gibsohnn Join Date: Oct 3, '05 Posts: 2,946 Trades: 3 Thanks: 9 Thanked 21 Times in 18 Posts SU$: 8,786	Dear god, not another warranty post

03-02-2006, 08:48 PM	#13
carlos2008555 Telegraph User Join Date: Apr 23, '05 Location: nj Posts: 67 Phone: sanyo 7400 Thanks: 0 Thanked 0 Times in 0 Posts SU$: 118	yea somethin like that i didnt kno it was 10$

03-03-2006, 08:26 AM	#14
vodeneal Telephone User Join Date: Apr 19, '04 Location: Paris, Tx Posts: 283 Phone: LG Lotus Trades: 1 Thanks: 0 Thanked 0 Times in 0 Posts SU$: 272	If you want something done, you can always call the Better Business Bureau. It will get straightened out in a heartbeat!

03-03-2006, 11:40 AM	#15
FoneFixer Telephone User Join Date: Jan 28, '06 Location: Texas Posts: 219 Phone: Sanyo 5600 Thanks: 0 Thanked 0 Times in 0 Posts SU$: 286	Seems to be a lot of confusion about how the new ESRP plan works. Hopefully, I can clear some of it up. ESRP (Equipment Service and Repair Plan) is $3 a month. What this covers is basically anything with your handset except loss, theft, liquid damage, or something considered damage beyond repair (broken mother, phone in 3+ peices, etc.). Pretty much anything else is covered, so your phone can be repaired or replaced at no charge. It my require having the replacement phone to be ordered. Usually takes 2 or 3 days. Lockline Insurance is $4 a month (although if you have both, you get $1 discount), and it covers anything that ESRP doesn't cover. It will be a $50 deductable and the phone will be mailed to you. Regardless of wether you had ESRP or not, the Tech should have been allowed to check your handset and make a determination on what's wrong with it. If the store is a repair store, then the can replace it for a fee ($15, $35, or $55 depending on the issue). If it can't be repaired and it has to be replaced, it's $55 replacement fee. If it's not a repair store, it's $55 to replace, no repairing is possible. It's true that as of 1/1/06, Sprint no longer covers warranties in the store, they go strictly through the manufacturer. I'm not privy to the legal ins and outs on this, but I can promise you Sprint wouldn't be doing this if there was a contract or a law preventing this. Why would the expose themselves to lawsuits and fines? Personally, I feel ESRP is a better benefit for customers, overall. A warranty just covers manufacturer defects, not physical damage. ESRP covers both. Yes, you will have to pay a fee if you don't have it, but if you damage your phone (which is more commonly the case), it's a lot cheaper than buying a new phone. It does hurt the small percentage of people who take care of thier phone and don't want to pay for insurance, but by and large, the response to ESRP has been pretty positive from the customers I talk to. I hope this helps!!!!