Sprint/Palm Warranty - Need Clarification

[LikeAChampion3]

I am on my second Pre and tried to exchange it for a third one today at my local Sprint store. My first had several dead pixels and my second has the Oreo twist/gap problem. So I took it in and they went in the back and grabbed a new one for exchange without question.

Good news: there were only two in stock at the time and the waiting list was gone.
Bad news: BOTH of the remaining Pres have the exact same wobbly/Oreo problem.

The Sprint store clerk told me, "We don't have any that aren't like that, so they must all be like that." I informed him that their on-site Demo Pre, my first Pre, and my wife's Pre all are stable when closed. Then he just looked at me and told me that "we sell stuff here, not fix it". Obviously, I didn't exchange a faulty phone for another, so I am going to have to check back in when they get a new batch...or just go to a new store. After I left, I thought I would give Palm a call and see if they were willing to do right by the situation. After 30 minutes on the phone, I had to hang up on the woman because A) She refused to transfer me to level 2, and B) She kept repeating that Palm cannot help me until my first 30 days are up at the Sprint store. I asked if I could get that in writing (email) and she didn't seem to understand what I meant.

All that said, here are my questions:
1. What is Palm's policy for technical support and/or FREE phone replacement after the initial 30 day Sprint 'warranty' is over?
2. Are they really refusing to support these devices until Sprint doesn't have to exchange them for free anymore?
3. Will Palm send me a new phone if I cannot get a decent one from my local Sprint store?

I do not necessarily feel comfortable with the idea of relying on Palm Tele-Tech support, however, I seem to be striking out big time on Pres from my local Sprint store. I do not have a huge problem with exchanging phones until I get a good one, but they have been unwilling thus far to extend my 30 day grace period beyond July 5th.

[jcbklyny]

As long as you bought your phone at a Sprint store they HAVE to exchange defected units as many times as necessary within 30 days until you get a working one. I was also told by a senior support tech that if any sprint store gives you any trouble with an exchange to simply call sprint from the store. After 30 days is another story and you'll have to pay to have it fixed. Which means you'll get a refurb.

I would recommend you call Sprint and have them create an e-ticket before your 30 days are up. This way you don't have to tell the store anything. The eticket will list the problem with the phone as well as any steps the support staff took with you and will tell the store to exchange it again.

Palm isn't doing support on the phone, sprint is. Palm will not send you a new phone. After 30 days you don't want support from them. They will charge you for everything! They won't even talk to you unless you pay them first.

Sprint can't help you either believe it or not. Right now they are at the mercy of the Sprint Stores. They won't mail you a new phone either.

Support for the Pre is a joke. I love the phone... but the support is a real mess right now!

I was also told by both Sprint and Palm that any problems listed on any forums including their own will not be considered a problem. They will only deal with problems people call in and complain about. So if you haven't called Palm or Sprint to complain about your problem with the Pre whether it's a wobbly screen or clouding or dead pixel issue... the problem doesn't exist!

[LikeAChampion3]

Thanks for the input. It looks like I'll have to do my best to get a decent unit prior to June 5.