|
07/20/2011, 10:45 PM
#1
I took my phone in for responsiveness issues with my keyboard and touch screen today. I wasted the requisite hour waiting, left my phone for nearly 3 hours and returned to find it wrapped in a note saying they re-imaged my phone and the issue was resolved.
Upon reloading my phone, I determined that it was, in fact, not resolved. I called Sprint to try to get them to acknowledge a continued issue and just send me a darn phone, like they used to, and I would send mine back in the box. All was going fine until the rep came back and told me that my phone was listed as rooted, and that Sprint says rooting voids the warranty.
First, I have ready many threads on this site and it's been stated many times that overclocking (understandably), NOT rooting, voids the warranty. That rooting and the use of Preware is considered acceptible. So, I removed all signs of overclocking, but, having had Preware on my phone before, several times, and had it serviced successfully, I didn't anticipate an issue. Well, I got one.
Second, for the more technical of you out there, please refresh my memory... putting my phone in developer mode, and loading Preware, does NOT count as rooting, correct? I actually have to telnet into the root directory for that, and key in a string of commands, which I have never done with this phone.
I escalated this to customer retention, who were very clear that they were sticking by the voided warranty issue, even though it isn't, and that they would much rather say "we would hate to lose you as a customer," and then lose my 15 years and 4 lines worth of business, than actually give me what I want. The rep told me I could go to another Sprint repair center, and jump through the same hoops all over, if I don't like what I was told by the first store, and then talk to the manager if I had to. But, all I can see happening is another wasted day, where someone tries to fix my problem, and then reviews notes that say my phone was rooted and my warranty voided, and I am back at square one. Alternatively, they have offered me the privilege of spending more money and using my $150 new phone credit. Woo hoo.
So, what do I want out of this post, other than a chance to rant?
1) To warn all others that Sprint does not support the policies of Palm/HP, that neither rooting, nor Preware, voids the warranty.
2) to ask if anyone has actual documentation that supports that the warranty is not voided by this and
3) Any suggestions as to what I can do that will make it clear to them that having Preware does not mean rooting and that neither voids the warranty?
Frankly, it's about principle. Let's say I am 100% wrong about this whole thing, and many of you may feel that I am. Sometimes, you give a customer a pass when he has been a good, loyal customer. Even if the mistake is his. If Sprint is going to say, "your warranty is voided, we ain't budging, hate to see you go, but do what you gotta to," I'm going.
Thanks for "listening"
|
|
|