TP2 touchscreen failure - replaced by Sprint

[jigwashere]

My TP2 has taken a few falls over the past year or so. As a result, the touchscreen has started failing. There's an obvious ding in the screen, and I'm also noticing some "oil slick" discoloration. When the touchscreen doesn't respond, I either run my fingernail along the edge or rub the screen firmly with my thumb. This temporarily fixes the problem, but it has been getting worse.

What to do?

My current Sprint contract, SERO 500, is $30/month. I'm eligible to upgrade my phone, but doing so would require an additional $10-20/month depending on what I choose. Frankly, while I'm still not thrilled with my TP2, it does what I need it to do. Upgrading would cost $100-200 for a new device, $120-240/year for the additional contract cost, plus accessories. Sorry, even the most advanced smartphones available today aren't worth the extra costs.

I wandered into my local Sprint store today -- just to look at the newer phones -- and mentioned my situation to the rep. I acknowledged that the phone is long out of warranty, discontinued, and not insured. I asked what it might cost to repair it. He said, "$35, and you'll get a new phone." I assume it'll be reconditioned (I did this once before with my Treo 755p), but I'm happy with that. My replacement phone should arrive in 2 days.

Do I wish I were upgrading to an Android phone? Eh...I've got my Nook Color with the capability to tether to my TP2, so I'm good with it. Sure, I think about getting an updated phone, but my wallet is a little light these days so I'm going to have to wait. I don't think activating this replacement will affect my upgrade eligibility, so you never know.

Thanks, Sprint, for offering this option. I'm sure glad I don't spend $8/month on insurance!!

[headcronie]

You what??? How the... I've got insurance... buh... huh? Do tell me...

[JRakes]

Wow! That sort of "Customer Care" is definitely a pleasant surprise, Jig - Congrats! I don't know much about Sprint or their usual level of service, as they're a fairly small player in this area. It certainly sounds as though they treated you well, though, and it's always good to get a "good news story." Thanks for sharing!

My TP2 is still doing perfectly well - I've had no problems, issues, or difficulties at all. I occasionally think of "moving on" with a newer device, but why? I wouldn't get anything more of significant value to me and, in fact, would probably lose some things that are a priority for my use. The main thing is the hardware keyboard. I've yet to see anything that comes close to the TP2 keyboard. I've spent some time playing w/ various family members devices, including iThings, Androids, BBs, Kindles, etc, and for my use, all on-screen keyboards suck. On a good day. They're simply unusable and more than a little frustrating to me. By the time I factor in the cost, there's simply nothing on the market today that remotely interests me.

If something were to happen to my TP2, I'm not sure what I'd do. My first instinct would probably be to try and locate a like replacement, which would be very difficult to find. Otherwise, I'd likely go for a blister-pack feature phone and forego the whole smartphone thing altogether.

Again, congrats on your good experience w/ Sprint!

[Varjak]

Honestly, I don't think your experience is remotely like most anyone else's. If they were, Sprint would be the top cell carrier in the USA.

[Mi An]

Sprint had the worst coverage in my area last time I used them, but I always hear such nice things about them. If I ever end up somewhere where they are stronger, I'll have to look at them again. Anyway, it's awesome this worked out so well.

The main thing is the hardware keyboard. I've yet to see anything that comes close to the TP2 keyboard. I've spent some time playing w/ various family members devices, including iThings, Androids, BBs, Kindles, etc, and for my use, all on-screen keyboards suck. On a good day. They're simply unusable and more than a little frustrating to me. By the time I factor in the cost, there's simply nothing on the market today that remotely interests me.

I feel exactly the same way. I do want more power, but when I look at the options, UX leaves me not wanting any smartphone out there. XDAndroid helped a lot, but lately performance has been degrading. I need to completely reload it clean, but I'm waiting for a post alpha gingerbread release since I'd likely have to start fresh with that anyway.

Family offered me an iPad when I graduated. After I stopped laughing, I asked for a raincheck. Was waiting to see what the Amazon Coyote/Hollywood had to offer. Now I'm thinking pretty seriously about cashing it in for a Nook Color or Tablet. Like Jig, I think that might further soothe my wants and take some performance strain off my TP2 by limiting only the absolute necessities to my phone. Syd is getting more serious in her old age anyway, I don't think she'll mind losing all the fun cool stuff.

I like the direction Droid keyboards are moving in -- the D4 looks to have a slightly more full 5th line, but the keys are still crunched together and the offset is so slight it's barely there. I assume tilt is dead. Maybe in a few years I'll completely give up on another mobile keyboard and embrace the bionic/lapdock of the day. Or maybe I'll join you in dumbphone land and lean on a tablet for mobile computing.

[jigwashere]

You what??? How the... I've got insurance... buh... huh? Do tell me...

I've never purchased insurance for my phones. Never. For me, it's not worth it. Here's how I do the math:

Insurance costs $8/month. Without insurance, the worst case scenario is that I reactivate my old phone and live with it for the 22-month Sprint upgrade eligibility cycle. Either that, or pick up a used smartphone on eBay for less than $200. With insurance, I'd pay $176 (22x$8), plus $100 deductible for each claim.

No thank you.

I've already banked hundreds of dollars by not purchasing insurance over the past 12 or so years. I've saved hundreds by NOT upgrading my phone every time I'm eligible. I will continue to save hundreds by using a very capable smartphone on SERO 500.

Back to your question -- where does this $35 repair charge come from? Well, I honestly don't know, but it's not new. I've been aware of this for years and took advantage of it with my 755p. I was going to do the same thing when my TP2 started failing in Sept 2010, but the rep said I was still covered under warranty. No charge.

Honestly, I don't think your experience is remotely like most anyone else's. If they were, Sprint would be the top cell carrier in the USA.

I agree. But I'd like to point out that I've had relatively good experience with Sprint for years. Different stores. Different store reps. Different phone reps. If my experience is atypical, I have to wonder why. I'm polite, ask questions, and I do my homework. Doesn't everyone?

[JRakes]

As Hook and I have each mentioned previously, I've always had 1st class CS from AT&T on my GoPhone account. I haven't had to deal with them a lot but, when I have, they've always been great. Perhaps that's atypical, too, but I certainly have no complaints. Interestingly, I had one rep compliment me and tell me she appreciated dealing with somebody who knew what they were talking about and what they needed and wanted.

While I'm not particularly bursting with love for the carriers, I sometimes wonder if a lot of the complaints are from Customers who really don't know what they need or want and who don't inform themselves. Much like a lot of the posts here at BH over the years might give a skewed perception of a device or OS - Those with problems are more likely to post when looking for a solution than those who just cruise along with no issues.

Yes, there are plenty of legitimate issues on a variety of fronts. But I'm also a proponent of being a well-informed consumer. If somebody can't even figure out what they need or want, much less what's available, any issue is unlikely to have a positive resolution.

[jigwashere]

Last October, I purchased the iPhone 4S for my wife. It was a bit of a fiasco. I spoke with 4 different Sprint reps and each one told me correctly that I could not add a second line to my SERO account. Unfortunately, they also told me I could not have 2 accounts with Sprint. That's simply not true, but the reps were confused because their account setup process automatically rejects the creation of a second account. It's similar to any credit processing -- if your SSN is already used in their system, new requests are kicked out for manual processing to prevent fraud attempts (e.g., identity theft). It takes an informed person to realize there's a manual process to add a second account. I simply found a sympathetic rep, encouraged them to do a bit of research on their end, and that took care of the problem. My point is -- if you believe you're being reasonable but are butting up against the behemoth of a big corporate bureaucracy, poke around for someone behind the curtain who can provide you with a reasonable explanation instead of a scripted answer. Once people start trying to make sense, they often find solutions.

[Varjak]

I admit that I've only had one contact (ongoing series of contacts) with them which was horrible; but just in general, I don't see any companies handing out all kinds of credits, exchanges, etc. And I've been with Verizon for a long time (~14 years or so) and I do my homework too.

I didn't mean my comment as a challenge or insult or anything, just an observation. Customer service is one thing (I've gotten credits, plan changes, etc. with little problem); but not the other stuff.

As for insurance, I've never gotten it either. Numerous articles cite that it's a very bad deal unless you chronically lose or abuse your phone. You very often don't even get a refurbished model of what you're replacing if there are none available. I buy with Amex, and their customer service (at least for me) has been impeccable. They offer buyer protection, loss protection, etc.; and from what I hear, it's very good.

[jigwashere]

We don't have an Amex card, yet. I'm considering getting one prior to your next flight on Delta to get free first bag on up to 6 tickets in your party. That would easily pay the annual fee. Good to hear about the other benefits.