It appears that there is a manufacturing defect in some of the Sprint HTC Touch Pro handsets. Good news for you and many other people, Sprint is well aware of this issue dealing with the cracks in the corners of the HTC Touch Pro. The problem with the chrome involves very small cracks which are appearing on the edges of the phone. You won’t notice the cracks unless you look very hard. However, Sprint is well aware of this issue and are swapping out defective Touch Pro handsets with replacements.
If you have these cracks on your phone, and you bought your phone from a Sprint store, to go to your nearest Sprint store and ask them to swap it out. If they try and give you the run around and act like nothing is wrong, tell them to look at their known issues log, which should note the defect with the chrome.
Crack in the chrome. Click to enlarge
My friend, who works for Sprint and other providers, tells me that you should seek a replacement phone at the original place of purchase if A) you purchased the phone from a reseller and B) you are within 30 days of the initial purchase date. For example, if you bought your Touch Pro 2 weeks ago at a Best Buy, go to the same Best Buy for a replacement. After those 30 days, you should seek replacement at a Sprint store.
Luckily for me, I can get a new and shiny replacement. If you dropped your phone (like I did) and have some nasty dents and scratches, you can easily get a replacement if your chrome has cracks. I plan to get a replacement after my InvisibleSHIELD comes in, that way I can pick up a brand new phone with zero scratches and protect it right away. I strongly urge anybody with an HTC Touch Pro to look into full body protection because the phone is extremely prone to hairline scratches and dents.
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I also have scratches on my chrome trim on my htc touch pro. maybe from when i dropped it but i also have it on sides it didnt drop on. can i still exchange the phone? how do you recommend i exchange it? i just got it 7 days ago so i still have within 30 days. any help is appreciated.
It’s not the scratches that are covered, it’s the cracks. Look at the picture and you’ll see a crack on the lower edge of the phone. Exchange is usually done wherever you purchased the phone.
Oh! i also have cracks like that on my phone where the black part is showing. even if it is’nt the same problem, how do u think the store would exchange? like you think i would have to pay for it? how much do you think it would cost? even though im still under the 30 day guarentee thing.
If your phone does have cracks, it should be covered. You shouldn’t have to pay anything. When I swapped mine out, I didn’t have to pay a dime.
Thanks, i think im gonna try that. i really appreciate the info.
asked sprint about replacing the phone but they have no idea what i was talking about, took it to the sprint store on slaughter lane in austin tx, south austin, who should i contact now. called sprint using *2 and they have no record of this problem with the cracks on the chrome of the htc touch pro either.
i went to the sprint store yesterday where i purchased my phone (on november 22nd, 2008) and right off the tech said that it was a cosmetic thing that wouldn’t be covered under insurance, i told him it wasn’t an insurance matter.
i told him i learned that some bad chrome batches were from best buy and some from sprint stores and that they even had a certain batch of ESN numbers involved. i asked him to check the known problem log and said he saw nothing. i asked him to check the ESN and he offered me his card, saying that he’d send some emails out and let me know later in the day, for me to call him back.
i called later and he said that he could replace my phone at no cost. i’ll try to gather any details i can about who he emailed, or what they said when i pick up the replacement.
Help! So I keep talking to the store, and they are so firm in their training that “if it doesn’t effect the phone’s functionality, it isn’t something they will replace”…. so that I am past my 30 days with this new phone. Argh.
Anyhoo… can you direct me to an offical source, or tell me who you got to talk at Sprint? I don’t quite know what to do. Any help would be greatly appreciated! Cheers!
Got it:
This will not be handled at Sprint Stores. You have two options
1) Call Sprint at 888-211-4727, ask for Advanced Tech Support… and they will send you a refurbished phone from their warehouse.
*or*
2) Call HTC at 866-449-8358 and they will have you send them the phone, repair it of possible, and send it back to you. You *may* get a brand new phone, but you may also just have your phone properly repaired, while being without a cell phone for quite a few weeks.
I haven’t called either, because I am like… meh. It’s a crack. Phone works. But it is good info. =)
Ah, glad you found it! I was just typing a reply to you as I saw your message come in. Good to know at least, thanks.