yashsingh1/xdaforums huggingface dataset:
[EVO 4G General] mrmomoman:
This is what you make of your first post?

I am sure we are missing some of the story. Where did you buy it from and why would the store you didn't buy it from replace it?

My rep at RS has not seen my phone and I said it had some minor and I mean minor light leak. She offered already to replace it without question once she gets some in.

Call Sprint Customer Service and ask them what they would do with the situation. They can best help you.
[EVO 4G General] bbedward:
I'm not sure about radio shack policy and if you get the 30-day sprint guarantee when you buy through radio shack or what.

But the phone is under warranty at a minimum of 30 days and you should be able to get a BRAND NEW not refurbished replacement in that time. Considering HTC acknowledged it as a problem with the device, you're entitled to a replacement.

Here's what you do, go into radio shack or sprint (not sure who will actually replace your phone, probably radio shack)

Anyway, while you're there call the radio shack/sprint tech support/help line (this will probably work best for sprint). While in the store, explain the situation to the tech support rep and then hand the phone over to the sprint rep who said you can't get a replacement.

I've done this before (not with sprint but with verizon) and they said it happens all the time (local store reps giving problems about exchanges and what not)

That's one reason I bought through the sprint store instead of somewhere else (like radio shack or best buy) - because I'm more comfortable dealing with sprint about those issues than one of those entities

I'm going tomorrow to the sprint store to show them the light leak and get a replacement, if they say no for any reason there's going to be a problem ;) (i called and they said something about repair center) - I definitely don't want a refurbished one considering I paid for a brand new one.
[EVO 4G General] toenail78:
did you treat your phone like crap and now its all scratched looking like crap and your claiming that you want a new phone because of the separation issue that really isnt all that bad.. as a radio shack manager id prolly tell you no also.. yeah, guessing there is more to the story than what you are saying... how but some pics of the phone with the separation issue without actually trying to pry it open even more!! im not accusing you of anything just saying as a manager there are times to say no and if a dude try replacing a phone that he treated like crap then id say no
[EVO 4G General] jewelbaluyut:
Sorry about my not so detailed post. I guess because I was furious when I was writing it. Anyway, I got the phone from Radio Shack.
[EVO 4G General] jewelbaluyut:
Like my previous phones I treat my EVO like a baby. It looks as good as new except for the light leakage.
[EVO 4G General] chrsosnds:
Radio Shack exchanged mine yesterday with the screen deportation issue and all. I just had to reserve one.
[EVO 4G General] coolguy949:
Your screen got deported? That sounds worse than screen separation. How are you able to use your phone without a screen?

:P
[EVO 4G General] th3b055:
Go to a different store. Or if you are still under the original 30 days cancel it. And don't complain about things that some people will consider cosmetic. Tell them you don't get 4G where you use your phone most.
[EVO 4G General] jewelbaluyut:
I'll probably just return it to this particular Radio Shack store and get a refund. It's my first time to purchase a phone from Radio Shack. I will never do business with them again because they didn't treat me well. Even the RS guys who posted in this thread doesn't appear to be friendly. That's just my opinion though.
[EVO 4G General] blix1337:
I had the exact same situation... bought it from RS, tried to return it to the RS with similar issues, and they told me they have none in stock and can't really replace it in a reasonable time frame and suggested I try a sprint repair center. I went there, and they told me they can't do anything under 30 days if not bought from sprint. They said that RS is required to replace the phone with a new one if it's within 30 days and if they are out of stock, they have to put you at the top of the list for the backorder. If they don't comply, they told me to report the store to sprint. Hope that helps!
[EVO 4G General] prjkthack:
I called Sprint and told them about my issues with the phone, and the rep went ahead and called up the Radio Shack where I got my EVO from, and pushed my name to the top of their waiting list. So whenever my store gets more EVO's in, they will be giving me a call to come pick it up. My 30 days are almost up, but even if this happens to go past the 30 days, the Sprint rep says I just need to call her back and they will go ahead and reimburse or sort out whatever needs to be sorted out. Sprint has been incredibly helpful, and this particular rep has been consistently following up with me and keeping in close contact with me, Sprint corporate, and the Radio Shack store. She has been nothing short of amazing.

By far, this is the best customer service experience I have ever had. Period.
[EVO 4G General] ripalsanghani:
Call the your Radio Shack district office. The shift manager at mine was a tool and didnt know what to even do. I called district and was immediately told is I will getting a new evo within 7 days (which is today!). This was after radio shack sent me to sprint and then sprint sent me back. Radio shack honors the sprint 30 day policy, a lot of employees just don't want to do the work. My story is a bit longer but you just need the district office part.

-rip

Sent from my HTC Evo 4G
[EVO 4G General] wildgillis:
I just had this problem with a sprint store telling me they were not allowed to exchange evo's they admitted they had them in stock but were only for new customers. I called Sprints retention department, long story short the store manager was called by the agent and instructed to replace my phone with a new one.

I bought a phone from radio shack once while I was with AT&T will never do again, had to exchange phone for a broken charger port and they insisted they where not able exchange phones (LG NEON) or accept returns the Radio Shack manager then deleted all my internet and text messaging plan from my account. Thankfully an ATT Corporate store manager saw this and felt so bad about how I was treated they gave me a phone from there inventory.
[EVO 4G General] jewelbaluyut:
As one of the posters I've read from another thread says, "Have them put that in writing." Not the exact quote but you get my drift.
[EVO 4G General] Plancy:
$100 Bucks? the insurance says $50, they're ripping you off.
[EVO 4G General] rooder:
the fee for a smart phone like the evo is $100 not $50.
[EVO 4G General] warmthsound:
I'm a Radioshack manager and I can tell you they can and should swap you phones for that issue. They don't tell you this, but they can swap phones up to 90 days without any type of insurance. It's a part of the regular return policy. They would just rather you not do it, but will to keep customers happy. Assuming the manager running the store isn't a jackass. In which case, take it up with the district office. A defect is a defect and should be taken care of, regardless of what type of product it is.
[EVO 4G General] bob13bob:
+1

+1

irrelevant. the phone has screen separation issue, warrants replacement whether op decided to baby his their phone or not.

Do no claim insurance, do got get it repaired. do not get a refurbished phone. you entitled to a new replacment with 30 days. if they won't replace it, threaten to cancel your service.
[EVO 4G General] JUST2SUAVE:
Moral of the story, **** radio shack
[EVO 4G General] akarol:
Funny thing is... I posted at AC a thread about my horrible experience with RS and that same day they called me up with a brand new EVO in stock for me to exchange with. This new EVO is flawless. I guess it all comes down to the person behind the counter.
[EVO 4G General] gapoochi:
i had a very ood experience with radio shack swapping my phone for random reboots (totally on my word)

i got mine in nj but live in il. local rs said no problem, bring it in. 4 days later, my new phone was here.
[EVO 4G General] JUST2SUAVE:
What's the difference in phones swapping?
[EVO 4G General] bbedward:
Here's an update (posted in this thread yesterday)

I went to sprint to get my phone replaced because of the glass/light leak issue (also laggy touch screen compared to the other 003 evo i got on launch day for the other line) - mine was a 002

Anyway, the rep I talked to took the phone to the back to test it and consult with others or some of that nonsense. Then she came out and said she could get me a refurb or I could go to a sprint repair center. I said neither of those would fly so I walked out to the parking lot and dialed #2 and got connected to somebody, explained the situation, then they connected me to someone else (not sure which department, dont remember). He asked which store and then put me on hold while he called the store. Then he came back on the line and said the manager was "very surprised" to hear what happened and that he had one for me if I wanted to pick it up before they closed. So I went in and talked to the manager and got a brand new one no questions asked ;) (he said I was lucky they had some in stock)

Great customer support @ sprint ;) especially coming from verizon. I didn't make any threats to cancel (i really don't want to cancel), but i did mention i'm well within my 30 days.
[EVO 4G General] JUST2SUAVE:
What's the difference?
[EVO 4G General] Sirchuk:
Question, I have an EVO with a separating screen as well. I purchased it outright from a Sprint store on release day. Can or should I get it exchanged for a new one?

My concern is that it looks like the light leak is getting worse / more prevalent and if it continues I wont have recourse beyond the 30 day return rate.
[EVO 4G General] natefuhr:
apparently radioshacks district offices have clued into some of the employees making false repair claims to get Evos in stock for employees to buy so they are running a full background check with fingerprints and dna samples plus a full credit check and blood/urine samples on me to get me a replacement sent out....

I kid about all of that except that rs corp is wary of employees false claims and you will want to have receipts at the ready if needed. Still waiting on stock to come in here in So Cal.
[EVO 4G General] Sirchuk:
This is in the Q&A forum as well, but thought I would share it here too. It's in regards to the screen separation issue.

So I called my local store, and no EVO's in stock for existing customers.

I explained the issue, he said he may have one tomorrow.

He then proceeded to tell me that they are not exchangeable for the screen issue. He said it is purely cosmetic, and they can not exchange it for that reason.

So I told him I'll just return it for a refund within the 30 day period.
[EVO 4G General] GadgetViews:
what did they say when you said that you'll just going to return
[EVO 4G General] Sirchuk:
Nothing, just that I can in fact do that.

So I hung up and I got to wondering if there is going to be a restocking fee of some kind, so I called customer care.

I was then told that both exchanging the phone, and whether or not they will charge a $35 restocking fee is at the discretion of the store.

Customer care said that the phone could be exchanged because it was a manufacturers defect, but it's up to the store.

Now I'm wondering, $450 for a problem phone that may or may not get worse later on, or paying the $35 restocking fee and switching back to my Hero, or saying a big screw you, returning the phone, paying the fee, and then getting out of my contract. Sure, I'll pay a cancellation charge, but I can get the new Droid from Verizon soon and I'll likely break even with their discounted price.
[EVO 4G General] Xenithflare:
There are so many incorrect things in this thread that I don't even know where to begin...

First of all, Radioshack offers the same 30-day guarantee that Sprint does.

Second, any employee that tells you they can't exchange a phone when the screen is visibly removing itself from the device is either an idiot or doesn't know what he's talking about. Unfortunately, this sometimes happens, with any retailer. Talk to the manager (or in your case, a different store entirely).

Third, retailers (Sprint included) reserve the right to refuse replacements if the phone is damaged in any way beyond the defect. If you broke your screen and tried to say that it had a defective charging port, we're going to tell you no. I mean, this one is common sense. Just because it's defective doesn't mean we'll instantly give you a new one; you can't damage it too much.

Fourth, there is no restocking fee for phones; just camera/camcorder, GPS, and note/netbooks.

Fifth, doing an exchange right now might be a bit tricky due to lack of inventory, so it might not be a very timely manner... but, so long as you make the store aware of it before your 30-day window, you should be able to claim one of the first phones in the next shipment (whenever that comes in). Just make sure whomever you talk to fills the rest of the employees in on it :p

I recommend trying a different store, and complaining about the first. Word will pass through the grapevine, I assure you.
[EVO 4G General] natefuhr:
True...

I wouldn't suggest calling the guy an idiot.... might get you blacklisted from that store.... reminder... sometimes corporate is real bad at keeping the stores informed and we can't expect all rs employees to be 100% phone savvy.

And jumping up and down... throwing tantrums or threatening to sue or bodily harm doesn't up your odds... don't be a jerk... please..

Again... misinformation from higher up... or lack of research by the rs rep is likely.... calmly move on and up the ladder now that you know the truth

Get a card and check in frequently if you must.... but don't pester... they are coming in... your 30 days are safe... if you absolutely can't wait.. just return it....

If you are a jerk.... this will be passed along as well.
[EVO 4G General] mrono:
Oops, multi post
[EVO 4G General] mrono:
some sprint stores won't replace the phone because the screen is taking a magical journey to capacitive independence. I got my phone at BB because radio shack just seemed like they would give me problems if i looked at them wrong, god knows what they would do if i wanted to replace my phone.
[EVO 4G General] talentedtenth:
...No where in your post did you accuse him of treating his phone like crap but you sure did assume that was the case...

on a helpful note...Call sprint customer service while in store>Explain the exchange to both in-store manager and customer service rep> You will more then likely have to wait until they mail you a phone once it comes in...or you can get on the waiting list for a phone in-store. Hope this was helpful I have done the same thing and not because I treated my phone poorly...:rolleyes:
[EVO 4G General] theoner1:
I was told a week ago that Radioshack have 90 days for manufacturer defect. The lady I spoke with was more than helpful to assist me in getting an exchange in a timely matter. Today I got a call from her to pick up my evo but since I wasn't sure the turnaround time I don't have the receipt and box with me earlier. Long story short you just have to call around to find an associate to can help you. I have to go to the next city to get my replacement since my local radioshack where I originally bought it from wasn't being helpful at all and was just giving me the run around. I was told that you have to let them know about the defect so you can be on the list for the return. This way they can track how many return they get. At the time they had two lists going( one for return). Didn't take long for mine less than a week. Good luck!!!
[EVO 4G General] johnjjschmidt:
How often do you shop at RadioShack? And if you have were they all truly bad experiences? Just remember that all stores are a little different and the associates are even more diverse as well.

To everyone else out there, if you don't like how one particular associate is handling your situation then politely and calmly ask to speak to another. If you don't like second response either try the next store. There really is no need to call district office for the the vast majority of times you can be helped right away if you just have a little patience and try someone else or just another store. Addingly, sometimes it's not that these associates don't want to help you but rather lack experience to correctly handle a situation and may be a bit too strict with "policy".
[EVO 4G General] bbedward:
One time I bought some ridiculously overpriced LEDs from radio shack (because i needed them, i know everything is overpriced at radio shack)

Anyway, when I was at the counter they had some batteries on sale and he asked if I wanted some, I said no of course because I wasn't in there to buy batteries, and overpriced on sale lousy ones at that.

I told him I don't need them and I usually get them cheaper than that and he said "Where you getting batteries cheaper than that? five finger discount"

So he basically accused me of stealing batteries because I didn't buy theirs :D And when i called and asked about pre-ordering an evo (diff shack), that guy was kinda a jerk too. So i didn't pre-order one.
[EVO 4G General] Bp3dots:
Sounds like he was joking.

As to the many other statements in this therad about horrible service; In my experience, (And I've been in retail a long time) The customers who complain about the terrible service the most are generally the ones who act like a-holes the instant something doesnt go their way. Being polite and acting like you were raised by people and not wolves will get you a long way in the customer service world.

Example: I had a customer yesterday who wanted to return something after the 30 day return period. (46 days, to be exact) I told him he could have a gift card, but not cash since it was after 30 days. He started to pitch a *****fit and saying how he wasn't going to do business with RS anymore. When I reminded him that we only offer a 30 day return period he said "I know, but this is ridiculous that I can't get my cash back." - Now, he knew the policy, but still felt that he should be an exception. for no reason other than he was too lazy to be bothered getting it returned on time, and he acted like a jackass about it. And in the end, he left with the gift card. If that means he doesn't shop here anymore then it's fine with me, I'd prefer not to have customers that act like spoiled children and treat my staff and I like crap.
[EVO 4G General] wildgillis:
In my RS experience and Sprint experience I was nothing but polite I have found that if you want something done right the first time go to a cell phone companies corporate store they are the only ones who truly have a vested interest in your satisfaction. I will never shop in a Radio Shack again making excuses about ill trained employees does not fix problems.

(The last store that I refused to shop at Circuit City is now bankrupt :)
[EVO 4G General] Sirchuk:
I just wanted to post an update. So yesterday I went into my local store after calling. I just told the person at the counter that I needed to exchange or return my EVO due to the screen separating on the bottom and sides. The manager was standing right there and said they can't exchange it for that issue since it's cosmetic, according to HTC. I said I know, but I spent $450 on a phone and I want it without a cosmetic issue. He said that he didn't have one to sell that day, but he would take my information and call me this morning if the one they had didn't sell to someone who was expected to come in. The manager said he understood and would take care of me.

This morning I received the call that they had an EVO to exchange for me. I went in and swapped it out fairly quickly.

The new phone is a Rev 003, it's the Epson screen, and did not have the latest software update installed. Best case scenario I could have hoped for (the Epson screens do not have the separation issue, and without the latest update I can root the device without issue.)
[EVO 4G General] patelkedar91:
Good, if anything like this happens again...

Call sprint. Annoy annoy annoy. Tell them you have a known problem and that it was like that and how it affects your usage.

If all else, tell them you're about to go to Verizon or ATT.

If that rep is not listening, hang up and try again.

Win!
[EVO 4G General] ausch30:
I've had the screen separation issue since I got the phone (launch day). Mine is an 002 version and I was considering having it replaced. After reading the comments I've decided to call the RS I bought the phone from. They told me that they would call me as soon as they got more in and set one aside for me. My concern though is with rooting, does anyone know if there would be an issue with rooting the newer batch of phones? I'm currently rooted and using toast's rom, I'd hate to lose that ability.
[EVO 4G General] bob13bob:
i'd just go to different radioshack. if you have to call sprint and tell them you want ot cancel. once they transfer you to retentions tell them you want to cancel because you have a defective phone but radioshack will not replace it. if you could get a replacement, you would stay as a customer.

took this from old post:

file bbb complaint

4) If there's no "store manager", if the store manager is unwilling to commit to solving your problem, or if the store manager hasn't solved your problem within two weeks, send an email or fax to the CEO of the store chain. This is ANOTHER MAGIC BULLET. I sent an email to Michael Dell with attached JPG images of the scanned paperwork, and a guy from their executive office called back within HOURS and committed to mailing the full rebate amount within 10 days!

5) If the CEO hasn't solved the problem within 24 hours, file a complaint at BBB.org. BBB is takes weeks to respond, but they can sometimes get results.

6) File a complaint at PlanetFeedback.
[EVO 4G General] JUST2SUAVE:
Lol lol
[EVO 4G General] jcjr81:
Man, this thread makes me happy that I didn't even bother trying to get a replacement for mine. I bought mine at Best Buy ($599) and I am having screen sep issues of course, but instead of bothering with the hassel of replacement, I just ordered a new on from Amazon ($469) and am returning my original to Best Buy tomorrow. New phone, less money, good times.
[EVO 4G General] Sirchuk:
It depends on the software version installed on the phone. I've heard that the latest ones come shipped with the firmware pre-upgraded. The one I got today was not upgraded. I think it's just a crap shoot at this point, unless you get it from somewhere that's had stock since earlier this week, but not sure how to find that out.

Why not get one from Sprint directly for $450?
[EVO 4G General] Plancy:
I just got a Replacement processed.

The people at Corp. office would not process the replacement despite the defects the phone has, they said that it was how the phone was made. So I called head office and complained, they waived the restocking fee and went ahead and sent me a return kit and backorered Evo. :)
[EVO 4G General] fsuwade:
well i just took mine back bc of the battery. to radio shack. just find another radio shack and then take it back bc of the battery and then call it a day.

no one should be past the 30 days and if they give you crap just stand your ground and ask for the dis managers number and see what they say about the 30 day return.

you can and you have the right to do so. Sprint backs there 30 day return.

you can get it done just stand your ground.
[EVO 4G General] deeb215:
yea they tried that with me today after they had already given me that run around....btw sprint stores aren't adhering to the wait list greedy for new sales! so i called the shack back and let them know i know my consumer rights and they better have coughed up a replacement. so an hour later i had my replacement and so kindly let them know i would be back if it duplicates the defect. tell me why the rep tried to sell me a play out of the fruit company's book. the phone was made that way and you must keep a case on it ctfu! she was pretty but not that pretty...