Monday, June 28, 2010

HTC will not replace or repair Sprint EVO phones

HTC will not repair or replace the popular EVO phone and has no date set to do so. This is very unfair to offer a manufacturer warranty and not honor it. The phone has been out for nearly a month and HTC has had plenty of time to setup repair options for consumers. Customers are left with the option of taking it to a Sprint repair store and paying a whopping 100.00 replacement fee assuming they have the 7.00/month replacement plan and assuming the phone is even available for replacement. The Sam's club Sprint kiosk where this particular phone was purchased is out of stock and is unable to give a replacement date. HTC needs to think about more than selling the phone. They should have replacement phones available for those people the have defective phones.

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55 comments:

  1. Sprint Store stated that if the power port is broken you have to pay 100.00

    ReplyDelete
  2. update, other users reporting broken power charging ports on the HTC EVO.

    http://community.htc.com/na/htc-forums/android/f/94/t/3825.aspx

    ReplyDelete
  3. I just experienced this problem over the weekend and on Sunday called Sprint customer service (45 mins). Where I was jumped to a nice rep who said that he could send me a phone in 3 - 5 days. When I asked for overnight, he put on his supervisor who said that they can not do overnight and that they had non in stock anyway. And that since it was Physical damage that it would be handled by the Insurance. Which is confusing cause I was told before that that depended if there was water damage, but not all physical damage. And that for them to even determine that, that I had to go to the Sprint Store first for their reps to ascertain what caused it.

    Familiar with return exchanges from TMobile and AT&T, I balked at the idea of forcing me outside of my convenience. She insisted and after I threaten to cancel over this poor customer service angle, she called my bluff.

    In my conversation with the Account termination rep, the inevitable question of what can I do to keep your business came. To which I asked for a replacement phone to be sent to me within a day. She called around and verified that they was no phones in stock and that the Insurance claim was the best and only way to get what I wanted. She made notes in my file and transferred me to a number.... that is not open on Sundays.

    I then called a nearby Sprint Store. 15 Mins later, the rep handled the Insurance Claim for me and got it sent to me overnight.

    I called again yesterday to obtain the case number and tracking number, and from what I am seeing it is on a truck scheduled for delivery.

    Important points for me from this story.
    * Left hand is not speaking to the right hand.
    * Sprint is doing all the heavy lifting in Supporting these phones - HTC is not showing the hunger of a wanna be market leader.
    * The iPhone; Incredible, Droid X, and EVO are all having manufacturing fresh out the gate issues... showing that the competition is getting fierce and the heat is on, but all the products need to spend a little more time in the oven - they are not quiet done.
    * I never had a mention that I needed to pay $100 from any of the reps (helpful or otherwise) that I spoke to
    * Oddly enough, I am not soured by this experience - and I not sure why.

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  4. Had this same problem. After two weeks the Evo wouldn't charge without pressing on the connector. I took it to my local Sprint store, and they told me they wanted $120 to replace it; they gave me the number for HTC, and the rep confirmed that they're seeing this problem all over the place, and that they will fix it under the 1 year warranty; HOWEVER, they still want me to pay for the shipping to them; and they still took my credit card number in case they determine that I caused the problem. So, no kudos to HTC until I get my phone back in working condition.

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  5. My Evo which I purchased the day it came out just started doing this tonight I am going to take it to the Corp Store in the morning and see what they will do. I have 14 phones on my plan and if the tell me I have to pay for it to be replaced $100 I am going to collect all of the phones from my employees and throw them through the windo of the store

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  6. I have had the same problem with the charger plug. I did not abuse my phone. This is obviously a mfg defect. AND I only had my phone for 30 days. This is an unreasonable amount of time for a product to fail. Sprint gave me the run around only to say that it is considered customer abuse. That is BS. Make sure you document everything you do. Under the lemon law here in Ohio on consumer electronics, the product must have the same problem 3 times in a year. If not fixed properly you can claim lemon law. I am going to ask Sprint to refund my account the $100 for the insurance I have to pay to get the phone replaced. If they do not I will follow up with my state attorney general to look into a class action lawsuit for selling faulty products. Also I will contact my local newspaper in which I know a journalist that can expose Sprint and their shady ways of doing business. The BBB will be notified also. What they do not know is that this faulty charger plug could start a FIRE and then Sprint and HTC could be in litigation for more serious issues. I am not writing this as a scare tactic, it is the truth and I am motivated to proceed with this if it is not taken care of in a professional manner....

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  7. My Saturday of hell.

    I'm a iPhone/ATT convert; iPhones for three years. I bought two EVOs and two car/home chargers about three weeks ago. One of EVOs quit charging last night.

    I looked inside the micro USB port on the phone and could plainly see that the edges of the little plug part in the port were gone and the tips of that little plug were chipped. Either the phone was defective from the beginning or the provided cable tip is defective or the car/home charger cable tip is defective. Seems simple enough; I bought a lemon. It happens.

    I went to the only open Sprint store I could find today (Saturday) and was fully expecting to get a replacement phone. The geniuses at Sprint decided I must have inserted the plug in incorrectly or dropped the phone. I explained that this was not the case and even noted that I've been charging various items for about 25 years and have mastered the art. Still I was told that there is no way I'm getting a replacement phone and I would have to go through the insurance company for a small fee of $100. He kept telling me how lucky I am that it would only be $100 for a new $500 phone. I explained to him that a $500 phone shouldn't break in three weeks. He was persistent.

    So I call the insurance company and they tell me to download and print a form from their company, fill it out, provide a copy of my drivers license and FAX it to them. FAX!? I haven't owned a fax machine in ten years. I haven't had a land-line in 5 years. Where do I go to fax something.... oh Kinko's.... where's that at?.... Sprint sure is making this difficult.

    The guy at the store said I'd have a new phone by Monday afternoon. The insurance witch said I might have it by Thursday if I do everything correctly. Nice.

    I asked the Sprint guy if I could buy an extra battery and he actually told me to go to Batteries Plus across the street. Unbelievable. I already know no one is selling after-market batteries in stores yet.

    I finally manage to get the manager of the store and at least he sells me an extra battery. I can manage for a week swapping and charging batteries while something happens with the phone. Should be fun.

    I'm going to try another store on Monday morning. I know the people there are a little nicer than the phone-Nazis I dealt with today.

    I wanted a new phone. I got the run around. I'm a brand new Sprint customer and I already feel I got screwed.

    THANKS SPRINT.

    I just found all these people with the same problem. That's all I need. If Sprint doesn't provide a new phone, they can have their EVOs back. Verizon may be my next carrier.

    http://community.htc.com/na/htc-forums/android/f/94/t/3825.aspx?PageIndex=1

    http://androidforums.com/support-troubleshooting-EVO-4g/105948-power-port-already-broken-htc-EVO.html#post1062729

    http://community.sprint.com/baw/message/194718

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  8. My Saturday of hell.

    I'm a iPhone/ATT convert; iPhones for three years. I bought two EVOs and two car/home chargers about three weeks ago. One of EVOs quit charging last night.

    I looked inside the micro USB port on the phone and could plainly see that the edges of the little plug part in the port were gone and the tips of that little plug were chipped. Either the phone was defective from the beginning or the provided cable tip is defective or the car/home charger cable tip is defective. Seems simple enough; I bought a lemon. It happens.

    I went to the only open Sprint store I could find today (Saturday) and was fully expecting to get a replacement phone. The geniuses at Sprint decided I must have inserted the plug in incorrectly or dropped the phone. I explained that this was not the case and even noted that I've been charging various items for about 25 years and have mastered the art. Still I was told that there is no way I'm getting a replacement phone and I would have to go through the insurance company for a small fee of $100. He kept telling me how lucky I am that it would only be $100 for a new $500 phone. I explained to him that a $500 phone shouldn't break in three weeks. He was persistent.

    So I call the insurance company and they tell me to download and print a form from their company, fill it out, provide a copy of my drivers license and FAX it to them. FAX!? I haven't owned a fax machine in ten years. I haven't had a land-line in 5 years. Where do I go to fax something.... oh Kinko's.... where's that at?.... Sprint sure is making this difficult.

    The guy at the store said I'd have a new phone by Monday afternoon. The insurance witch said I might have it by Thursday if I do everything correctly. Nice.

    I asked the Sprint guy if I could buy an extra battery and he actually told me to go to Batteries Plus across the street. Unbelievable. I already know no one is selling after-market batteries in stores yet.

    I finally manage to get the manager of the store and at least he sells me an extra battery. I can manage for a week swapping and charging batteries while something happens with the phone. Should be fun.

    I'm going to try another store on Monday morning. I know the people there are a little nicer than the phone-Nazis I dealt with today.

    I wanted a new phone. I got the run around. I'm a brand new Sprint customer and I already feel I got screwed.

    THANKS SPRINT.

    I just found all these people with the same problem. That's all I need. If Sprint doesn't provide a new phone, they can have their EVOs back. Verizon may be my next carrier.

    http://community.htc.com/na/htc-forums/android/f/94/t/3825.aspx?PageIndex=1

    http://mike-biddle.blogspot.com/2010/06/htc-will-not-replace-or-repair-sprint.html

    http://androidforums.com/support-troubleshooting-EVO-4g/105948-power-port-already-broken-htc-EVO.html#post1062729

    http://community.sprint.com/baw/message/194718

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  9. Mine just broke today. Sprint will not replace it.

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  10. I bought his & hers EVO's on launch day. Both have been handled gently with no drops. Mine stopped taking a charge on Sunday. On Monday Sprint agreed to send me a replacement at no cost right away.

    Now this morning my wife's EVO is having charging issues. Pressing firmly on the charging tip will start charging, releasing it stops the charge. Her phone would charge on a car charger. To be continued.

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  11. Within 30 days of purchasing, my Evo failed to take a charge as well. I was told "I" damaged the port. Didn't argue because they were replacing right then and there, but I knew I was gentle with my Evo. So now, tonight, lo and behold, not taking a charge. I decided to see if this is a known issue by Google and I can see that it is. When I go in there they better not tell me I did this or refuse to rectify this for me, free of charge.

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  12. After two weeks, my Evo's power port failed under normal use. I was traveling (on a cross-country driving trip). When I got home, I went to the Sprint store... They refused to repair or replace the phone and sent me to call HTC. I got an RMA from HTC and sent my phone. After two weeks, no word. Then I called them. A few hours later I got an email: they want to charge me $240 to repair the phone, or if I decline to get it repaired, $39 just for a "triage" fee for telling me what I already knew. They claim that their warranty doesn't cover "physical damage" and a broken port is "physical damage." If a power port is broken after two weeks and hundreds of other users report the same problem, then the power port is defective either in design or engineering. I am escalating to a Supervisor. I had to remind HTC them that California warranty law is quite clear:

    Defective Merchandise Civil Code sections 1791.1(a) and (c), 1792, 1792.3, and 1793.2(d)

    Unless an item is sold "as is," all new products (except clothing and consumables) that are bought primarily for personal, family, or household use have a warranty implied by law.

    This implied warranty means that the product must be fit for the ordinary purposes for which the product is used. The warranty lasts for at least 60 days, or for as long as any written warranty that accompanies the item (up to one year).

    If an item sold with a written warranty is defective, you are entitled to have it repaired to conform to the warranty, and, if the item cannot be repaired, you are entitled to have it replaced or to receive a refund of the purchase price (excludes defects due to abuse).

    If there is a written warranty and the defective item is too big to return, the company must either pay shipping costs or come to your home to provide service.

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  13. 33 Days and I am having the same issues w my EVO. Th Sprint store manager said to me that he does not have this problem with his EVO, so it must be my fault. I am in love with my EVO. Blows iPhone away, but this port situation and lack of response from HTC & Sprint are nothing short of customer abuse. I had to pay the $100 dollars after 33 days. I am so mad!

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  14. Last night (9/17/2010) my wife's phone stopped charging. It coincided with plugging her phone into one of our Sprint brand car chargers but I'm not sure that was the cause. That car charger has always not inserted fully into the phone port, even on my phone, but I still have used it with my phone all the time.

    When we took the phone into the local Sprint repair center, the technician didn't look at it for more than 30 seconds and said it was a damaged port and that we'd need to make an insurance claim and pay either a $100.00 deductible to have it shipped ... or $120.00 for immediate replacement. !! Swear Words !!

    I immediately began disputing that claim. The warranty states that misuse or abuse are not covered, but my wife is very careful with her phone and I continued to challenge their diagnosis. The phone does spend more time plugged in because we both seem to have issues with the battery staying charged...we use them a lot apparently. This falls into the "normal useage" if you ask me.

    I called and talked to numerous folks at customer service attempting to get a warranty verdict since there is no evidence, nor do I believe the issue is related to abuse or misuse.

    The people on the phone said the repair center has the discretion to determine defect (i.e., warranty) or damage (i.e., insurance). After no luck, with the last phone support person I asked to speak with the customer retention folks because I was getting fed up. She acted like she didn't know what I was talking about. The only group she knew of were the folks that could help me cancel my account. !! Swear words !!

    I then just hung up and asked to speak with the store technician about the diagnosis since I had been dealing with the counter clerk up to that point. When he came out, I told him I was challenging the diagnosis aid that what he was in effect saying (without even opening up the phone) that the only way that port could break is from misuse/abuse and I asserted that there was no way we misued or abused the phone.

    He agreed to open up the phone and inspect the port and photograph the damage. I agreed whole heartedly!! If they are going to tell me I did damage, they darned well better show me how it happened because from the outside, there is NO evidence of inappropriate forces.

    I left and came back 2 hours later and they agreed to exchange the phone at no charge...woot! Oddly enough they didn't end up opening the phone and then asked that if I get a survey call from Sprint regarding the quality of service, that I give them 5 stars since they "took care" of me. !! More Swear Words !!

    I was fully expecting another fight when i got back, but really wanted to see the insides of the phone and see how the USB port in the phone got broken...or at least how it is constructed.

    Phone manufacturers (i.e., HTC) really should find better ways to reinforce the ports on these devices to handle even normal use. The last thing that should break is the port in the device. The cords ought to be built to break away long before the phone port breaks.

    In fact, my son has the Samsung Intercept and recently dropped it while plugged in and bent the plug on the cord to the point it snapped and the phone is just fine.

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  15. The EVO phone has a manufacturing defect with the micro-USB port...I can tell the whole saga of how I found out, if anyone is interested, but to cut to the chase I have visual evidence the USB port was not properly soldered to the circuit board.

    It's not advisable to rely on solder connections for physical strain relief, but that is what HTC did...there are no mechanical supports for the USB connector. It might have worked OK anyway, but the circuit board solder pad under the main body of the USB connector did not get soldered properly to the USB connector, and the connector side tabs were marginally soldered in place, leaving the tiny, thin rear pin solder connections to take all of the strain (which they cannot do, hence the failures).

    When the USB pins break free, which they do without pulling the underlying pads from the circuit board (more evidence of poor solder connections) the charger can still work if the connector is angled a bit to make contact, however over time these will bend and eventually charging via the USB port will not work at all.

    There should be a recall of all of the batches of EVO boards made with the poor solder connections if HTC is to avoid further bad publicity and a class-action lawsuit.

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  16. When the pins eventually break, Sprint claims that to be user damage and will not repair. It's time to file a class action lawsuit. This will definitely be a juicy lawsuit. Seeing how there are thousands of people with this problem. THOUSANDS * $100 or $240 is a lot of damn money!

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  17. My HTC HD2 has exactly the same problem (same design) and has been returned to me still broken as apparently its damage inflicted by me!.. Obviously I should have known not to actually try to plug anything into the port and should have charged it telepathically!

    HTC really do need to get a grip, anyone know what UK law is regarding something like this?

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  18. I am in the hospital. I have no other way to communicate with my world and need my phone. I plugged my phone in and it has stopped charging. I had my father take it to the nearest sprint store to get it fixed. They told him that it was a broken port (which we already knew) gave him the card with the insurance number on it and told him I would have a new phone delivered overnight...and it would be activated and ready to go when I got it. YAY! he thought as he proudly brought the card into my hospital room...to then find out that I have to pay $100.00 to get it replaced.

    ANGER!!!

    This is crazy. I have not dropped the phone or anything. I have been very careful with it and bought a $30.00 case to keep it "safe". I read all of these pages...some stores are nice and others are mean and don't stand behind their products. I don't get it!! Why are some Stores giving out new phones for free while others are sticking it to their customers.

    I can't call sprint because I am in the hospital...I can't go down there to talk to them...it is terrible. I am paying for service and I don't knve a phone to use.

    I HATE sprint!

    Kandi

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  19. Apparently, I am suffering the same issue as everyone above! I am soo frustrated and do not know what to do! I had been with T-Mobile for 4 years before I took a leap and decided to switch to Sprint BECAUSE of the EVO! Now all I want is my phone to work, I do not have any extra $ to pay out for a "refurbished" or "new" phone if that's what they decide to do (like they would be doing ME a favor!) much less have $ to terminate my service early and be charged $200 and switch back to T-Mobile (whom I had NEVER had a problem with, service or phone!) UGH! Can anyone help? I am in the middle of getting no help and need advice.

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  20. i just got my evo a couple of weeks ago and discovered it came with a defective charging cord. neither part of the cord works, the AC part or the usb docking cord. phone charges using a generic usb cord, but that leaves it tethered to my computer, trickle charging which takes hours and can affect batter life. HTC told me they can't replace it because they don't have any chargers.... uhm, but you MAKE them...apparently those are reserved for new phones only so my options were presented as "borrow someone else's, get sprint to give me (even though they don't even have the phone in stock) buy an off brand charger or just keep using the cable i'm using now. what the heck?? how crappy can customer service get? i live in fear every time in plug in my phone hoping the non OEM cord doesn't damage it leading to a broken port, too. and what am i going to do when my battery stops working properly because i've had to trickle charge it for so long? GAH! i'm starting to miss my poor old palm centro. it stood up to 2 years of use and abuse without a problem. maybe i should have just kept the old thing.

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  21. I have the same story...bought the phone when it first came out, took great care of it...now won't charge in car or on charger in home. Thanks for the info here...I'll post after I get hold of Sprint. Not sure if they have the Christmas spirit.

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  22. Same issue here. Just adding my name to the list.

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  23. I had this problem and took it to my local Sprint store this morning. The guy at the counter looked at it for all of 30 seconds and then informed me it was a known issue and would be replaced free of charge. The down side is that Evos are currently backordered and it'll be next week some time before they get one in to replace it with.

    ReplyDelete
  24. Had my phone since June 2010,port broke 2 weeks ago. My sprint store ordered me a replacement phone at no charge. It definatly came in as a refurbished one not new. The one they sent me cuts off unexpectly. The weather keeps trying to give me California weather and I'm in SC. So I went from having a broke port issue to now a phone that doesn't work correctly.

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  25. I am having the same problem with my phone only charging sometimes. Thats only if i move the charger around and hold it at a certain angle. Called sprint and they said there is nothing they can do. So if i want a new one, i have to pay insurance $100. Something needs to be done. This is crazy.

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  26. I bought my phone the middle of July last year and it stopped charging last weekend. I took it to Best Buy because I had purchased a Black Tie Protection Plan. Their offer - leave the phone with them and they would send the phone to HTC and have it back in two weeks. Plus, I could get a piece of crap loaner phone if I gave them a $150 deposit.

    HTC said I could send the phone to them, and it would be a two week turn-around. They would determine if it was a warranty issue or not.

    I went to a Sprint store with a repair center. I was told that Sprint could not provide warranty replacement service on these phones. For $35 they would see if the phone could be repaired/resoldered and, if not, a replacement would be ordered. I told them I thought it was BS that HTC and Sprint was not standing behind the phone (an expensive phone at that) and if anyone was to pay $35 to Sprint it should be HTC.

    In the end, I gave Sprint my $35 (a better alternative to waiting two weeks) they determined the phone could not be repaired in store and ordered a replacement overnight. I had to drive back to the store (40 miles) the next day to get the phone.

    Now I have two spare batteries. My plan is to use the charger less and swap batteries more. Also, I read in a post somewhere that the culprit was the charging cable from HTC which fit too snugly causing excess strain on the port. So, I am using cables I have from Motorola and Palm for charging.

    Best Buy will soon be getting a call telling them to shove their black tie sideways. I bought the protection plan from Sprint.

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  27. I am having this issue also. I loved my phone until today when I plugged it in to charge and nothing happened. I optimistically switched to my car charger but it didn't work. Then I realized it must be the phone and started to research on the internet. I am so disappointed with my experience with Sprint today that I feel like I might pay the cancellation fee to get out of my contract and switch to AT&T for the iPhone. When I called about this problem today, the technician I spoke with confirmed this was a known issue but said that it's like 1 out of 200 phones. I asked if they could ship me out a new one and I send the defective one back and he said I had to go into a repair center. The repair center said they had to order a replacement and they were on backorder. I asked to downgrade to a phone that didn't have this type of issue and he said I had to call customer service. I called customer service and the person that I spoke to was AWFUL! He denied that this was a known issue and said people just say mean things on the internet. What an idiot! He insulted me by lecturing me about how to be careful when unplugging a phone. I told him I've had phones for years and never had this issue and I'm very capable of knowing how to unplug a phone. I told him that his implication was insulting to me and asked to speak with a supervisor. He continued to talk and never got a supervisor. I ended up hanging up on this man because I felt highly insulted by him. Now while I wait for the replacement phone to come, I will be researching other plans with other companies because Sprint has let me down today. The level of service has gone down and I'm no longer a loyal customer to sprint.

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  28. I have the same exact problem w/ my evo and noticed it yesterday. I just called sprint. Talked to a general phone person first and then got transfered to tech support. I live over 1.5hours away from the nearest sprint store so they're shipping a replacement. No hassle, no arguing, no charge. To be honest, I've never had a poor experience with sprint customer service. Though I think that I might be the exception to the rule.

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  29. Wow...I am in shock that so many people are having this problem. I'm glad we have forums to communicate. Both my husband and myself have the SAME problem with the charging port. Right now i have to prop the phone against the wall and place something against the charger to get it charge!! This is unbelievable. Not to mention the fact that I have to charge the phone every 8 hours or it will die...this is major problem that HTC needs to address now.

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  30. Had my phone less than two months. Very little use and delicate care. Stopped charging today. Will find out tomorrow what can be done.

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  31. My friend and I both have the phone. He bought his the day they premiered. He has to charge his phone with a box pushing on the cord. I got my phone end of Oct. Sprint won't help him, HTC customer service was worse. So is someone actually pursuing this lawsuit idea?

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  32. Same problem with charging port and with HTC customer service and this is after the phone has been out for nearly a year. After being told that there were no replacement parts currently available and there is no estimated date that they will be available. I was then forced to go through Sprint Insurance and received my replacement phone 28 days later (all the while I was issued a standard free phone from Sprint as a "loaner" that I had to pay $150 security deposit for). I wouldn't have been nearly as annoyed if I was met with the appropriate level of customer service. Each outlet I reached out to KNEW this was a problem with the phone and yet treated me as if I may be the ONE customer who broke the phone due to abuse. After the moisture indicators were clear, I FINALLY received help in the form of a month long wait for a replacement with a bare-minimum free phone. If I didn't need a SMART phone, I wouldn't have paid such a large sum of money for the phone's bells and whistles. Unfortunately, as a business owner, it is ESSENTIAL that I have the internet at my fingertips and am apalled that the loaner I was offered not only isn't comparable to the phone being repaired, but I had to pay $150 security deposit for a crappy phone that might also have a manufacturer's defect in the month I had to wait.

    If this is a known COMMON problem, why isn't there's a PREPARED SOLUTION?! HTC and Sprint are both seemingly ill-eqquiped and prepared to give a customer the run-around. Due to the phone's popularity, customer complaints are of no use, as if we should be so lucky to get a back ordered replacement or refurbished model. After choosing this expensive purchase from HTC, the customer is no longer of importance because the initial purchase has already been made and HTC and Sprint seem to have no interest in keeping a customer happy because they know they've got you between a rock and a hard place. HTC will be losing this customer....

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  33. Just adding my name to the list of people that have been screwed by this.

    Wife had her evo4g for about 45 days, then it failed to charge, same issue. Took it in to local store and they said I had to use the insurance, and they are charging me $100, as they say it was "abuse". REALLY, first phone in 11 years to have a port charger fail.......and it was "abuse" ??? I think not.

    My advice, don't use Sprint,and don't use EVO4G ....... at least until they decide to stand behind faulty products.

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  34. Same thing here. I haven't gone to Sprint yet, but I'll be on my way soon. I'll report and see what happens. Had my evo since October 2010

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  35. Mike Snyder of California said...
    Mine started to act up yesterday. I got it in the Oct timeframe as well. To get it to charge I plug in & wiggle it then wait for the orange light and tiptoe away so the light won't go off.
    Thanks HTC!

    ReplyDelete
  36. I bought my phone in November. I had no issues until today. Now I cant get it to charge at all. I tried three different chargers.

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  37. Just started having this issue. Charges in the car and dock fine but by wall charger or by usb to computer. Contacting HTC about this before I get with Sprint. Paying $100 for a replacement is not an option.

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  38. Same problem as everyone else. I noticed it just two days before. If its this much of a hassle that a company wishes not to honor the product, then its time to move to a better one. In the meantime, I'll see if I can do the repairs myself. Might as well since the "warranty" does NOT seem to "exist."

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  39. I guess I too should add my name to the list, I am so frustrated with the lack of service I am getting from Sprint it is ridiculous. I bought my phone on 2/28/11 and started having problems around 3/21/11 not even 30 days after buying the phone. I went to the Sprint store, the representive told me that the phone had "physical damage" therefore there was nothing they could do at the store. So then she told me I have three options 1)upgrade my phone, 2) add another line 3) or file a claim which would be $100deductible. I was dumbfounded. I had to get up out of that store because I felt like I was going to explode. I called to file a claim and they told me I needed to fax a form along with my ID. You would think I was a terrorist or something,, but I degress. I faxed my info, they called me later that day, where I spoke to a lady and a guy who told me it would take a whopping 7-10 business days before my phone could be sent out because they were on back order. The reason I was given and quote, " the phones are on back order because a lot of people have filed claims on these phones". The guy woudln't give me any further info, but I'm guessing this is the reason why. I am calling Sprint Corporate today because I do not want a refurbished phone that someone else had. I bought my phone new I deserve a new phone! I will keep you posted
    Swiss25

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  40. Surprise surprise. My phone is dead. The piece of crap won't charge. I actually broke the charger because you had to tilt it at a certain angle to get it to actually connect to the damn phone. So now I have a broken charger and a dead phone. I guess I am going to the sprint store to have them fix it. I refuse to pay when the problem is with the phone manufacture.

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  41. same here, sprint store says it's water damage. i think it's pretty chicken sh** for them to hide a water marker deep in the phone where we can't even look at it when we buy the phone. who's to say it didn't come that way?? had to fork up the $100 bucks for the insurance and wait 7-10 days.

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  42. OMG I am so outraged that this has become a big enough problem to have have its own blog post, not to mention how long this has been going on with no response or fix!!! And the length of this list of comments is nauseating.

    Add me to this list. I woke up this morning with a paper weight instead of a phone.

    Class action lawsuit anyone?

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  43. Well...you can add me to the list! It's like they have been trained to tell us it is "NOT a known problem" AND it is "Your Fault!" Sick...can't stand Sprint to begin with...baffled HTC refuses to stand behind their product!

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  44. Count me in, I took my phone yesterday to the service center because it does not charge, same response: $100 deductible because port damage, I was told it is not repairable and that I needed to file a claim.

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  45. Count me in also I have had so many "blown" speakers that are my fault if I have another claim they will cancel my insurance on my phone and also what about me or anybody for that matter having to pay extra $10 a month for the 4G that we cant get cause they dont have it ? that seems a little bit like them stealing from us anyone else feel like that ?

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  46. I am glad I found all this. My EVO hasn't been charging for the past few weeks, unless I push really hard on the charger, and it will only charge with my charger. It's nuts. And now I am worried about taking it in, because I am pretty sure that they will be dick heads, and not do what I want them to. If they don't I am pretty sure I will be better off with a prepaid phone, at least the bill won't be so high and maybe the service will be BETTER :) :)

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  47. yup, me too. and screw the warranty if you gotta put up $100 while paying fee for warranty every month.

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  48. My nightmare with Sprint/HTC/Asurion is too detailed to type out--besides, I'm exhausted after spending most of the day trying to get any of them to assist with the problems of having 3 EVO's, one after the next, with bad ports.

    Three $100 deductables later, Asurion kicked me off the Replacement Insurance plan, saying I'd used up my quota for the year (even though 2 of the replacements were due to faulty charging ports)--even though Sprint says HTC sent them a bulletin (my word, not theirs) informing them of the known problem with Evo's faulty charging ports.

    HTC, however, refused to admit there's ANY known problem(s) with their Evo's, and denied ever informing Sprint of the bulletin.

    Asurion, well suffice it to say they too refused to acknowledge any known problems as well.

    So here I am with little else to do besides complain online, some 27 days shy of the 1-year anniversary of when you posted your initial commentary.

    HTC: 866-449-8358
    Asurion: 800-584-3666
    Sprint: 888-211-4727

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  49. I just spotted this blog and decided I should join on the rant.

    My both my sister and my step mom has had to replace their evo's due to the same reason. Both costed them $100 fee. This week, I have gone to the sprint store twice, and both times they have told me it's my battery. They put a fully charged one in, I go home, and again it won't charge. This is awful. I have had my phone since January. Why did I pay this much money for a phone for it to not work?

    I will say my sprint store has tried to be as helpful as possible. However, HTC should call a recall and stop selling these phones if they aren't prepared to fix the glitches. I for one will be leaving Sprint and going back to Atnt after my play is up NEXT YEAR. Until then, I have to deal with this crap.

    I doubt very seriously HTC will be selling any more phones if they don't step up their game and fix this. It's starting to show up all over the internet and it's giving them a bad reputation, which they completely deserve now. They are screwing people out of their money and shouldn't be allowed to sell their products anymore!

    I hope this blog gets somewhere and people educate themselves on HTC products before purchasing them. Know that it will just come with a handful of problems plus some.

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  50. i hate sprint now, and i have been with them since 2000. ever since i got this damn evo its been a problem. adding my name to the list, HEATHER FROM GLEN BURNIE

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  51. I had the same problem. Charging port broke while on Thanksgiving trip to Wisconsin. Thought it would be an easy fix. Took the Evo to a Sprint Store in Stevens Point, Wisconsin. They told me it was due to abuse and that I would have to contact Asurion for a replacement phone. I didn;t think much of it until they told me it would cost $100. I told them no thank you and that I would contact Sprint. Got home and went to a local Sprint Store where I have been treated very well in the past. They told me that Sprint considered this problem abuse and that while they wish they were allowed to fix this problem, there is nothing they can do. I called Sprint Customer service and after being disconnected with a supervisor 3 times I finally was able to talk with one. They said I should contact HTC since the phone was still under warranty. They even called them and set up work ticket for me. They made it sound like all I had to do was call them and all would be solved.

    I called HTC and they went over their warranty policy with me. Their policy is the biggest scam I have ever heard of. Essentially, because of the my problem I would end up either paying them $240 to fix it or $35 to send it back to me as is. This of course is after I send them the ohone on my own dime and give them 2-3 weeks to look at it, all the while I have no phone.

    I called Sprint again and they said there was nothing they could do. I told them I will pay the $100 deductible but if I did, this would be my last contract with Sprint once I am up in June. I even emailed Dan@sprint.com and got an email response and a phone call. Both responses were "there is nothing we can do about the $100 deductible fee."

    I have been with Sprint for 6 years and have given them them thousands of dollars. No more. I would rather pay more for good customer service than feel like I am being ripped off.

    On top of that, my replacement Evo is awful. There are finger marks under the screen - obviously a refurb. The haptic feedback is non-existent and the lights on the buttons are so dim they are useless.

    I loved my Evo until this problem but it has opened my eyes to how awful Sprint and HTC treat their customers. I cannot wait until June.

    Very disappointed!

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  52. Well< HTC Wildfire S (Canada)has the same problem with the port. Screwed up after 45 days. Due to external damage, HA. I very much doubt it.

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  53. I just experienced the exact same problem. Charging port came completely out. I went to the sprint store & the guy said "yep! it's a known problem". He said sprint will cover this by giving me a new phone. He opened the phone & said I had water damage. I have pampered this phone from day one. Never submerged or anything like that. I do live in Florida where it is humid. He said the humidity could cause it. They refused to do anything about it. They said it's my fault & I caused it. They said the moisture could have caused the port to come loose. I said you know that you have a defective problem here & you're finding any excuse to get out of it. He said I am eligle to upgrade to another phone. Of course that would cost me money. I let him know that I'm not so certain I want to go back into a phone that is soooo sensitive to the humidity in the air. I have never had a phone to do this. & they have all been exposed to the Florida air. My contract is up in five months. Sprint has been fine up to this point but they just lost a good paying customer once my contract is up.

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  54. It's been really great going through your blog post, very well informed and described. Great to read and know more about such kind of stuff.


    Printhead911

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  55. My friends last night my son birthday I share with you some interesting. On the original iPhone, both the LCD screen and the Digitizer were fused together during the manufacturing process. When the next generation iPhone was released (the 3G), Apple, in its infinite wisdom, decided to separate the LCD screen from the Digitizer. This was great, because it allowed you to just replace the Digitizer when you went crazy and threw your phone through the wall, finally fed up with your AT&T reception problems. Oh, we know this didn't happen to you...but. Same thing with the LCD - the repair was less expensive, since you could just remove and replace that part alone. The separate screen design was the same for the iPhone 3GS model - life was good.
    iphone 4s Screen Replacement

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