[Deval]

Originally Posted by Juno

Oooh, ouch. Just want to remind you that we techs didn't used to be able to open up a customer's phone to see what was going on inside. Since we started the whole repair program, I've seen plenty of phones that look flawless on the outside, but when you open 'em up, it looks like a water balloon exploded in there. Before we could open phones, we would probably just send that phone back to the OEM.

On another note, just so nobody tags me for misinformation, I want to say that I've done some further research on the whole covered/not covered thing thru ESRP, and I have not come to a definitive conclusion as to whether antenna damage is covered or not. Based on T&C that lgmayka posted, I would say no, but other info I've seen seems to say that if you have ESRP, antenna damage IS covered. Deval, any definitive answers on that?

hmmm...on a personal level, I cover it , and same goes for the consistancy that my techs in north jersey try to follow...I've been on their case training them right

[jschu22]

Originally Posted by Deval

hmmm...on a personal level, I cover it , and same goes for the consistancy that my techs in north jersey try to follow...I've been on their case training them right

The level of training is probably a significant contribution to the problem. If things were that consistent across the country this new policy might not be viewed as "necessary".

[Deval]

Originally Posted by jschu22

The level of training is probably a significant contribution to the problem. If things were that consistent across the country this new policy might not be viewed as "necessary".

getting there bro

[Juno]

Originally Posted by jschu22

The level of training is probably a significant contribution to the problem. If things were that consistent across the country this new policy might not be viewed as "necessary".

I agree with you here. I have been amazed sometimes at what techs across the country do and do not know. I have gotten into prolonged arguments with a few technicians in other states about what we are capable of doing, to the point where sometimes I have to get them on the phone and walk them through it. (Open up your program, now see that little button that says "Cancel"? Go ahead and click that. Wow! Magic! You CAN cancel a transfer!)

There are definite discrepancies in training--a lot of times it just depends on when you got hired. I know when I got hired I did it all intern-ship style, just following around the techs at our supercenter until I was ready to be on my own. Even then, a lot of stuff was sink or swim. I learn something new every day, and often that's through me harassing somebody for details when I can't find answers anywhere else.

Antennas: I think I would cover this free under ESRP if it was a repair model, but I'm not too stoked on swapping a non-repair model for someone just because they chewed their antenna off. Antennas are hardly ever defective, usually the customer damaged it themselves.

[Deval]

Originally Posted by Juno

I agree with you here. I have been amazed sometimes at what techs across the country do and do not know. I have gotten into prolonged arguments with a few technicians in other states about what we are capable of doing, to the point where sometimes I have to get them on the phone and walk them through it. (Open up your program, now see that little button that says "Cancel"? Go ahead and click that. Wow! Magic! You CAN cancel a transfer!)

There are definite discrepancies in training--a lot of times it just depends on when you got hired. I know when I got hired I did it all intern-ship style, just following around the techs at our supercenter until I was ready to be on my own. Even then, a lot of stuff was sink or swim. I learn something new every day, and often that's through me harassing somebody for details when I can't find answers anywhere else.

Antennas: I think I would cover this free under ESRP if it was a repair model, but I'm not too stoked on swapping a non-repair model for someone just because they chewed their antenna off. Antennas are hardly ever defective, usually the customer damaged it themselves.

yeah exactly...well i dont swap it, i'll find an antenna...but I know what you mean about training...i've been training new hires all month last month and now...soo damn exhausted

[Draggar]

Originally Posted by Juno

Antennas: I think I would cover this free under ESRP if it was a repair model, but I'm not too stoked on swapping a non-repair model for someone just because they chewed their antenna off. Antennas are hardly ever defective, usually the customer damaged it themselves.

Antennas are covered with ESRP, and most stores have a good stock of older, especially more common, antennas.

There are extremely few non-repair models that the antenna cannot be exchanged.

[jiffy]

You've got to be sh*tting me. My phone has been acting like hell lately, static on the line, I make a call and the caller can't hear me, and I make a call and it says connected but it never rings on my end or the end of whomever I am calling.

I took it to a sprint store today and was disgusted to find out they are charging now to fix phones. Last time I took a phone in for service was several years ago when it was free.

[Gibsohnn]

I took it to a sprint store today and was disgusted to find out they are charging now to fix phones. Last time I took a phone in for service was several years ago when it was free.

This policy is EXTREMELY old. Where have you been?

[jiffy]

Originally Posted by jiffy

Last time I took a phone in for service was several years ago when it was free.

Do other carriers do this as well?

[lgmayka]

Originally Posted by jiffy

I took it to a sprint store today and was disgusted to find out they are charging now to fix phones. Last time I took a phone in for service was several years ago when it was free.

If it's under warranty it can still be fixed for free like any other electronic device. The evil part is that unlike many other electronics manufacturers, Sprint's phonemakers (including Sprint itself, which is the effective manufacturer of Sanyo phones and some other models) demand that you pay shipping to some remote location.

As we discussed when this policy first came into effect, charging for shipping is actually a violation of the Sanyo phone warranty. But Sprint apparently got away with this little criminal behavior (yes, nonfulfillment of a warranty is a violation of federal law) without a lawsuit, much less a criminal prosecution. We consumers apparently just gave up on this one.

However, looking at Sprint's lack of success in the market and on Wall Street since then, one might well conclude that the Lord (or karma) has punished Sprint amply for its crime.