Part above trackpad broke

**chi50** · 01-13-2010, 07:09 AM

The little connector part above the trackpad broke. The phone's never been dropped, mistreated or anything. Looks like it just cracked and split. Anyone else have this happen? Will T-Mobile cover it under warranty?

**VeniceBB** · 01-13-2010, 07:13 AM

Haven't had it happen, but damage that looks like it's from abuse, even if it isn't, is usually not covered under warranty... You could of course take it to a T-Shop and have them take a look, ask what they say concerning the warranty

**chi50** · 01-13-2010, 09:24 AM

It's barely noticeable. I only realized it had happened when I was swiping my finger across the trackpad and it felt a little "roughness". Thought it was dirt or something. Then I took a closer look and realized it was cracked. Snapped all the way through, actually. And I am not a heavy user. Before the 9700 came out there was a thread speculating on whether this would be an issue or not.

TMobile game me a hard time. Said that any physical damage was not covered under warranty. But she relented and said they'd send me a replacement (refurbished) for $10 shipping. I will be taking it back to the store I bought it when they open in 37 minutes and see what they can do. Not happy with TMobile's customer service on this one. Not happy at all.

**VeniceBB** · 01-13-2010, 09:29 AM

Really hope the shop WILL be able to help you out a bit better

**chi50** · 01-13-2010, 09:37 AM

I am not holding my breath. The manager who sold me the phone was a raging b***h. I had to call CS after to get the discounts I was entitled to. I just want someone to look at it, see that it is so subtle is really *is* a manufacturing defect, and replace it.

**chi50** · 01-13-2010, 10:31 AM

Well, as I suspected, the store was less than useful. They refused to do any kind of warranty exchange - just a 14-day return, which, of course, it's been longer than 14 days. But the employee did confirm that this was a defect and not abusive wear. They called tech support for me, and then they offered to do an expedited warranty exchange for no charge. Glad they are making this right but am annoyed that the BB broke in the first place.

**noaim** · 01-13-2010, 12:09 PM

Originally Posted by chi50

Well, as I suspected, the store was less than useful. They refused to do any kind of warranty exchange - just a 14-day return, which, of course, it's been longer than 14 days. But the employee did confirm that this was a defect and not abusive wear. They called tech support for me, and then they offered to do an expedited warranty exchange for no charge. Glad they are making this right but am annoyed that the BB broke in the first place.

I am glad that your getting it exchanged at least there working for you I thought you were going to be sol but I guess not

**AgTitan06** · 01-13-2010, 12:20 PM

Originally Posted by chi50

Well, as I suspected, the store was less than useful. They refused to do any kind of warranty exchange - just a 14-day return, which, of course, it's been longer than 14 days. But the employee did confirm that this was a defect and not abusive wear. They called tech support for me, and then they offered to do an expedited warranty exchange for no charge. Glad they are making this right but am annoyed that the BB broke in the first place.

Sounds pretty useful to me!

**chi50** · 01-13-2010, 12:28 PM

Let me clarify - the store salesperson called tech support on their phone, handed me the phone, then walked away. The store didn't actually do anything. The tech support rep on the phone did. He was the one who offered to do the expedited exchange. *HE* was useful. The store people (at least at this store) are only interested in selling new phones, at list price. They don't like to do any sort of exchanges, warranty, or tech support work. Just sales.

But I am happy that T-Mobile is sending a replacement phone.