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  1.    #1  
    I tried to return my Pre today so I can get the cheaper one from Amazon. However, I dropped my Pre yesterday and it has scratches on the screen.

    I figure it wouldn't be an issue since I bought the thing a week ago. But the Sprint store said the return units have to be in a "resale-able" condition. I'm familiar enough with corporate laws to know that they can't resale phones as new. But the rep wouldn't bulge, at least for now.

    And of course, they won't match Amazon's price, which is understandable. I'm trying to brainstorm new ways to get the Sprint store to grant my request. Any information that I could use as leverage would be helpful.
  2. #2  
    If you damaged it then your only hope is to pay the $100 deductible and file an insurance claim. When you get the reconditioned phone from the insurance claim return that one back to sprint.
    Pilot 1000 -> Pilot 5000 ->Palm Pilot Professional -> HP 620LX -> TRG Pro -> Palm V -> Palm Vx -> Palm M505 -> Palm i705 -> Palm Tungsten|T -> Samsung i500 -> Treo 600->Treo 650 -> Treo 600-> Treo 700p ->Centro ->Treo 800w + Redfly C8n -> Palm Pre -> HP Touchpad
    R.I.P Palm 1996-2011
  3.    #3  
    Yeah, paying 100 bucks would defeat the purpose of getting the one on Amazon and saving $70. I'm gonna try my luck. I know they don't resale the phones. I know they get credit for the returned units.

    At first I didn't care. Now that they gave me the run around to call customer care, I'm all geared up. Customer care then tells me ultimately, the store makes the final decision.
  4. yoshk's Avatar
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    #4  
    that won't work either since the store will only take back the phone they sold you. Sprint's return policy requires the phone to be in new condition, some stores are more picky than others.
    Store Manager, Authorized Sprint Retailer and Authorized Service Center for Sprint/Nextel devices. Please post inquiries to the "Ask a Sprint rep" sticky on the CDMA North America forum.
    Rocking the Evo Shift 4G till Pre3 lands.
  5. Giblet's Avatar
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    #5  
    The phone has to be in like new condition. It is re certified and then used as a replacement when someone has an issue. That's where many of the "reconditioned" phones come from.

    Also you say you know they "get credit" for sending in returned units. They only get credit for sending palm defective units and the phone cannot have any issues that are not covered under the manufacturer warranty, aka a dented or scratched phone. Technically and legally due to the damage they could deny even working on it for service and repair reasons like fixing a software issue or swapping it for a bad speaker. But with just a few scratches they wont deny it for that. Hey they may eve swap it for you with an issue like that and then send it back to palm only to have it rejected and sprint be out a pre.
  6. #6  
    Quote Originally Posted by giblet View Post
    The phone has to be in like new condition. It is re certified and then used as a replacement when someone has an issue. That's where many of the "reconditioned" phones come from.

    Also you say you know they "get credit" for sending in returned units. They only get credit for sending palm defective units and the phone cannot have any issues that are not covered under the manufacturer warranty, aka a dented or scratched phone. Technically and legally due to the damage they could deny even working on it for service and repair reasons like fixing a software issue or swapping it for a bad speaker. But with just a few scratches they wont deny it for that. Hey they may eve swap it for you with an issue like that and then send it back to palm only to have it rejected and sprint be out a pre.
    but but but, he knows enough about corporate law.
  7.    #7  
    Yeah, I've been denied an exchange again. I'm going to drive to a different store tomorrow. The next closest one is like another twenty minutes away. Maybe I can get them to take it back because of the oreo twist.

  8. #8  
    Quote Originally Posted by surfasb View Post
    Yeah, I've been denied an exchange again. I'm going to drive to a different store tomorrow. The next closest one is like another twenty minutes away. Maybe I can get them to take it back because of the oreo twist.

    I think the main issue here is that you damaged the Pre. Even if it has some oreo effect, it's still damaged and the Sprint reps can easily assume you dropped it and that caused the oreo.
  9. #9  
    Just go to a Repair Center, and they will replace it for you free without paying the $100! Just say, "Oh my phone shuts off randomly at times" and BAM! They will replace it free if your have TEP. xD Hope that helps!
  10.    #10  
    Quote Originally Posted by Garrett92C View Post
    I think the main issue here is that you damaged the Pre. Even if it has some oreo effect, it's still damaged and the Sprint reps can easily assume you dropped it and that caused the oreo.
    Yeah, they keep defaulting to "Oh you dropped it." I went back and forth with the guy for a half an hour getting him to admit that "yeah, if it was 6 month from now and it bricks, the scratches would be normal wear & tear."

    But he kept going back to that physical damage line like a freaking robot. If he gave me a real line, I might actually give up. Now I'm geared up knowing that physical damage is connotative and up to the discretion of the reps.
  11. #11  
    Physical damage is partially based on what the rep deems. However, to process return the phone must be like new resellable condition with no scratches. If your phone has any physical damage whatsoever, no matter how it got there or how much there is no rep would accept that return, and no manager would approve it even if the rep did; returns need manager overrides.

    Honestly, you can keep trying, but if you manage to get anywhere it will either be a miracle; or the fact that they simply got tired of dealing with you and figured it is easier than having you escorted from the store.
    Kevin
    Retail Communications Consultant
    Sprint Corporate Retail Store (Advanced Exchange)
    HTC Mogul - Palm Treo 800w - RIM Blackberry Curve 8350i - HTC Touch Pro - Palm Pre - HTC Hero w/2.1

    Any mis-spellings or grammatical errors in the above statement are intentional; they are placed there for the enjoyment of those who like to point them out. Above post is based on my personal opinion and knowledge, it is not an official position on behalf of Sprint Nextel. Enjoy. :-)
  12. #12  
    So what is wrong with them defaulting to "Oh, you dropped it". You DID drop it, you said so yourself. Why should they take back a phone that has been damaged just so you can go get the same phone somewhere else for less. True, it's minor damage, but still it's damaged. You should just suck it up and keep the phone.

    Quote Originally Posted by surfasb View Post
    Yeah, they keep defaulting to "Oh you dropped it." I went back and forth with the guy for a half an hour getting him to admit that "yeah, if it was 6 month from now and it bricks, the scratches would be normal wear & tear."

    But he kept going back to that physical damage line like a freaking robot. If he gave me a real line, I might actually give up. Now I'm geared up knowing that physical damage is connotative and up to the discretion of the reps.
    Phones: Sprint Blackberry Bold 9650, Sprint Blackberry Tour 9630, Nextel Blackberry 8350i Curve (Everything Plus Family Data 1600)



    "When I die bury me deep, put two speakers at my feet, a pair of ear phones on my head, and always play The Grateful Dead."

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