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 Originally Posted by Syndil
It's not Sprint's policy, it's Asurion's. And regardless of what the Sprint people tell you, unless they are giving you a phone there in the store, Asurion has final say on whether the phone will be replaced via the extended warranty part of TEP, which requires no deductible, or via the insurance part of TEP, which requires the deductible.
The policy on Sprint's website is quite clear that the extended warranty is separate from Asurion and having had a replacement via phone (and in-store), when the rep mistakenly wanted me to go through Asurion instead of the extended warranty, it involved a complete transfer to insurance. When I told the Asurion rep I didn't need a deductible replacement, but a warranty replacement, they transferred me back to Sprint. Once you get to insurance, they're already at the stage where they want to charge you $100 because they believe Sprint had a legitimate reason to transfer you to insurance. If you don't want to be charged the $100 and you're doing a phone call, it falls on you to convince Sprint to send you one under extended warranty, not Asurion.
I've seen a woman with a cracked screen on an EVO get it fixed for $35 without having the TEP and thus Asurion, so obviously Sprint has its own say in their adjusted repair/insurance terms.
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