[Sprint HTC One (M7)] sauprankul:
Well, I called the store I thought I was going to go to, but they told me the same thing. To go to the mfg. Well, damn. So I pull up a chat with a Sprint rep. From the actual Sprint site. Never have I been more satisfied with a CS chat.

Sprint: We received your information and will connect you with a Chat Specialist soon.

Sprint: All agents are currently busy, please hold for the next available specialist.

Nathaniel B.: Thank you for contacting Sprint, my name is Nathaniel B.. I am happy to help you today.

You: Hi, Nathaniel.

Nathaniel B.: Hi !

You: So, are there any corporate stores near San Jose where they will honor the manufacturer's warranty?

Nathaniel B.: I understand your concern about replacing the phone. I will check this for you.

Nathaniel B.: Please give me a moment to review your account.

You: OK.

Nathaniel B.: May I please have your 6-10 digit numeric PIN to access your account?

You: Can I just answer the security question?

You:

Nathaniel B.: Thanks.

Nathaniel B.: Thank you.

Nathaniel B.: Please give me a moment to review your account.

Nathaniel B.: Thank you for waiting.

Nathaniel B.: I understand the replacement you have received from HTC is defective since the power button is not working fine. However, the replacement provided under the manufacturer warranty can only provided by the manufacturer. You can visit a nearest Sprint repair center and they can ask the manufacturer to replace the phone.

You: So exactly will happen then?

You: *what will happen

You: Is there a specific store I have to go to?

Nathaniel B.: You can visit the store and ask them to get it replaced for you. You can also directly contact the manufacturer and ask them to replace your device. If you wish I will get their number for you.

Nathaniel B.: Please allow me a moment.

You: No, I don't want to go through the manufacturer.

Nathaniel B.: Alright.

You: So, I got to any Sprint store, correct?

You: Then, I just ask them to exchange the phone?

Nathaniel B.: Let me check this for you.

Nathaniel B.: Please allow me a few moments.

Nathaniel B.: Thank you for waiting.

Nathaniel B.: Is this location convenient for you?

Nathaniel B.: 7034 Santa Teresa Blvd

San Jose, CA 95139

Nathaniel B.: Or

Nathaniel B.: 888 Blossom Hill Rd

San Jose, CA 95123

Nathaniel B.: I am fixing the appointment for you and you can visit as per your convenience.

You: Yes.

You: Wait.

Nathaniel B.: I am also adding notes on your account.

You: Before you do that, please tell me more about what will happen and what I must do.

Nathaniel B.: You just need to visit the store and they will guide you further.

You: Will there be a charge?

Nathaniel B.: Since the phone has a manufacturer defect, you won't have to pay for it.

You: OK. So will my phone be exchanged on the spot, or will it be sent in?

Nathaniel B.: No, the phone won't be replaced immediately. I do not want to make any false commitment. They will check your phone and help you in the best possible way.

Nathaniel B.: They will explore all the options and also contact the manufacturer.

You: OK. Since the power button is TECHNICALLY still functional, there is a chance HTC will say this is normal. It is not, because I have 2 other Ones and they feel fine. However, if HTC does decide to cop out, will I be charged money? I don't want to risk having to pay the shipping fee if HTC decides not to fix my phone.

You: Is there any way for the Sprint techs to confirm there is a problem to HTC before sending it in, so there is no doubt?

Nathaniel B.: They should not deny this and you should also tell them that your have two other HTC and they do not have this issue.

Nathaniel B.: No, there won't be any additional cost for this.

Nathaniel B.: Yes, we can confirm this after checking your phone physically.

Nathaniel B.: You can visit the store and they will confirm this immeditely.

You: OK. This makes me feel much better. Hopefully I'll get a fully functional device!

Nathaniel B.: Yes, we look forward to get this resolved as soon as possible. I am noting all this information on your account and you can take it as the reference when you will visit.

You: So just to confirm. I DO NOT need TEP or insurance to do this, correct?

Nathaniel B.: Correct.

You: What do I say if the Sprint reps at the store tell me otherwise?

Nathaniel B.: They will help you in the best possible way and explore the best options for you.

Nathaniel B.: We are here to help our customers and they will assist you.

You: What...? But you just said that I don't need TEP or insurance.

You: How do I prove that I don't need it? Do I take a copy of this chat?

Nathaniel B.: Yes, please allow me to explain this to you.

Nathaniel B.: Total Equipment Protection plan is offered by Sprint and it covers all minor and major damages. It also covers the replacement. However, the replacement done with the TEP are done with a deductible cost. However, the manufacturer warranty is provided by the Manufacturers. For example: Apple provide for all iPhone models, Samsung for Samsung phones and HTC for the HTC models.

Nathaniel B.: The Manufacturer warranty is for one year from the date of purchase.

Nathaniel B.: It covers all technical and mechanical faults.

Nathaniel B.: It covers the replacements for free of cost.

You: But that's not it. Some stores I called told me I NEED to go to the manufacturer. How do I know that the stores you recommended me won't say the same?

Nathaniel B.: I will setup an appointment for you.

You: They told me they only deal with people who have TEP

Nathaniel B.: Okay.

Nathaniel B.: Please confirm the location which is convenient for you.

Nathaniel B.: I will now setup an appointment for you.

Nathaniel B.: It seems like you have visited a sales store.

You: 7034 Santa Teresa Blvd

San Jose, CA 95139

Nathaniel B.: Our repair centers deals with all device issues.

Nathaniel B.: Thanks.

You: Sometime Saturday morning should be good.

Nathaniel B.: Should I make it at 11:00 AM PST, July 18, 2013?

You: Do they do Saturdays?

Nathaniel B.: Yes.

You: Can you schedule me this Sat morning then?

Nathaniel B.: Let me check.

Nathaniel B.: Thanks.

Nathaniel B.: Should I make it at 11:00 AM(July 20, Saturday)?

You: Yeah, that should work great!

Nathaniel B.: Thank you.

Nathaniel B.: Please provide me with your contact number.

You:

Nathaniel B.: Thanks.

Nathaniel B.: Thank you for waiting.

Nathaniel B.: I have scheduled your appointment and look forward to your visit.

Nathaniel B.: Confirmation number:

Appointment date: Saturday, July 20, 2013 11:00 AM

Your appointment will be at:

Sprint Store By California Wireless Solutions

7034 Santa Teresa Blvd

San Jose, CA 95139

Nathaniel B.: When you arrive at the store, please inform a Sprint team member that you made an appointment online, and give them the confirmation number and the phone number you used to make your appointment.

We look forward to seeing you on Saturday, July 20, 2013 11:00 AM.

You: All right. Just to review, I DO NOT need TEP, and if the Sprint rep confirms the defect, there will be NO CHARGE?

Nathaniel B.: Yes, that is correct. I confirm that TEP is not required for the replacement to be done under the Manufacturer warranty.

Nathaniel B.: I hope it makes you feel comfortable.

You: OK. Thank you SO much. Have a nice (end of the) day!

Nathaniel B.: You are welcome, .

Nathaniel B.: You too!

Nathaniel B.: Based on our conversation today, do you feel I have addressed your issue?

OK. Hopefully I won't regret not having insurance. I realize this store says it is by CA wireless, but I can shove this transcript up their butts if they refuse.