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my inspire touchscreen does not work at all. i've done all the trouble shooting i could fine and did a full wipe. i called customer service looking for a replacement device but they don't have any in the warranty warehouse. i am still in the 30 days but do not have the receipt and anyway the phone was bought as a gift. i talked to numerous customer service representatives and they all told me to either wait for the phone to come in stock after the 30 days which they dont even know if it will be or call the manufacturer which will take 3 weeks. now i have a non working phone but i know att customer service has inspires when people call up to purchase them. i was wondering if there was anything i could say/do to get a replacement other than waiting for god knows how long.. thanks
xcxgottix said:
my inspire touchscreen does not work at all. i've done all the trouble shooting i could fine and did a full wipe. i called customer service looking for a replacement device but they don't have any in the warranty warehouse. i am still in the 30 days but do not have the receipt and anyway the phone was bought as a gift. i talked to numerous customer service representatives and they all told me to either wait for the phone to come in stock after the 30 days which they dont even know if it will be or call the manufacturer which will take 3 weeks. now i have a non working phone but i know att customer service has inspires when people call up to purchase them. i was wondering if there was anything i could say/do to get a replacement other than waiting for god knows how long.. thanks
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If you bought it at a corporate store then the date you purchased is in AT&T's system. You SHOULD be able to walk in and swap it out without any problems.
gunnyman said:
If you bought it at a corporate store then the date you purchased is in AT&T's system. You SHOULD be able to walk in and swap it out without any problems.
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i didnt buy the device,my friend who bought it for me is in a different state and he told me he would help out but he wont be back for a month so that wont work..
xcxgottix said:
i didnt buy the device,my friend who bought it for me is in a different state and he told me he would help out but he wont be back for a month so that wont work..
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shouldn't matter. The phone has been out for less than 30 days and it's on YOUR account (I assume) so you should be able to get a new one.
gunny's right, shouldn't make a difference, unless your friend bought it at a retail store (best buy, costco, etc). If he bought it at an AT&T corporate store, you can exchange it at any store. My wife ordered an Aria online from AT&T last year, couldn't get a connection to a cell tower, customer service said she could take to any AT&T (corp) store and exchange it. They did, new one worked fine.
I'm having WiFi issues and need to replace it but all the walmarts that did have the sensation where I bought it are sold out.. can I get a replacement from tmo?
Sent from my HTC Sensation 4G using XDA App
If you bought it at Walmart you can't ever do an in store exchange in a TMO owned store. If your past the return period at walmart, you can do a warranty exchange through Customer Care. It's still new enough you may get a brand new one versus a refurbished one.
Sent from my HTC Sensation 4G using XDA Premium App
Wow I had crazy WiFi issues with mine too I ordered an unlocked on for my wife and tried it and WiFi is flawless bought it from expansys USA
Anyway if ur past the 15 day thing u can't return it at Walmart
Sent from my HTC Sensation Z710e using XDA App
Actually you can.. I work at walmart and yes there is a 14 day policy but if you read the fine print it is actually 30 days. Also if you complain enough at any walmart they will work with you. You can return anything at walmart.
Sent from my HTC Sensation 4G using XDA App
Htc customer care or tmobiles?
Sent from my HTC Sensation 4G using XDA App
Call htc technical support they will send you a box to send your phone and send you a new device . I bought mine from wall mart and sent it back no questions ask with my previous phone. As long as your phone is not physically damaged for a entire year you are covered for a replacement. I had the htc hd2 replaced four times and I didn't pay nothing.
bonebeatz1234 said:
Call htc technical support they will send you a box to send your phone and send you a new device . I bought mine from wall mart and sent it back no questions ask with my previous phone. As long as your phone is not physically damaged for a entire year you are covered for a replacement. I had the htc hd2 replaced four times and I didn't pay nothing.
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I called htc they said they only repair phones and they don't replace phones.. I talked to them (tech support) for an hour ..after they said that indeed I did need a replacement he transfered me the warranty and repair and they said what I stated above... Hmmm? I'm confused..
Sent from my HTC Sensation 4G using XDA App
I bought the phone at walmart under contract then cancelled after 14 days.............. Walmart won't exchange it.. havnt tried tmobile.. will tmobile replace it even if the line was cancelled?
Sent from my HTC Sensation 4G using XDA App
Htc said that I could send it in to be repaired.. not replaced.. but I wouldn't have a phone.. so that's not an option...
Sent from my HTC Sensation 4G using XDA App
I am a department manager at Walmart and you don't have 30 days. On Verizon and att you have up to 30 days to exchange. T-Mobile has always been 15 days no matter what. To the user who's store is doing different you are eating the cost and taking money out of your my share check. Each store will be different but at mine I do not do returns after the time period. I give them the number for manufacturer support.
Sent from my HTC Sensation 4G using XDA App
gclawson said:
I am a department manager at Walmart and you don't have 30 days. On Verizon and att you have up to 30 days to exchange. T-Mobile has always been 15 days no matter what. To the user who's store is doing different you are eating the cost and taking money out of your my share check. Each store will be different but at mine I do not do returns after the time period. I give them the number for manufacturer support.
Sent from my HTC Sensation 4G using XDA App
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And I work for T-Mo and its 14 days for upgrade/contract extensions...30 day buyers remorse for new activation's.
I will provide you our policy verbatim here at T-Mobile. See Below and this will answer ALL questions.
If you recently purchased a new T-Mobile phone
You have 14 calendar days (30 in CA) from the date of purchase to return purchased equipment to the point of purchase where you purchased your device from. Equipment must be in good working condition with original contents and packaging to be eligible for a refund of the purchase price. This return policy applies to the purchase of new equipment from T-Mobile or its authorized dealers. Proof of purchase is required. We may charge a restocking fee. A different return period may apply to accessory purchases. Prepaid cards, software, or games are not refundable.
TOP
If your phone is defective and still under the manufacturer warranty
If your phone is defective and still under manufacturer warranty, you can return it directly to the manufacturer. T-Mobile can assist you by providing you with a replacement phone and submitting your phone to the manufacturer for you. This is a service that T-Mobile provides as a supplement to the manufacturer warranty that may come with your phone.
If you would like T-Mobile to provide you with a replacement phone and to send your defective phone to the manufacturer for you, contact Customer Care to order a replacement. Please note that when you call, Customer Care will first attempt to troubleshoot your phone issues. For this reason, please make your initial call to Customer Care from a different phone or you may limit the ability to troubleshoot.
Once you receive the replacement phone, you must return the defective phone to T-Mobile to complete the exchange.
To receive a replacement phone in advance from T-Mobile, you must agree that we may charge you an out of warranty fee (Out of Warranty Fee) for the value of the equipment if your phone is found to be outside the manufacturer warranty period and/or is physically damaged in a manner not covered by the manufacturer’s warranty. You will only be charged the Out of Warranty Fee if, after T-Mobile has received your phone and inspected it, the phone is outside the warranty period or is otherwise defective in a manner not covered by the manufacturer warranty, as described below.
IMPORTANT: Customers can return devices directly to the manufacturer if they do not want to participate in T-Mobile’s phone replacement program. Those customers who elect to participate in this program must agree to pay an Out of Warranty Fee of up to $300 (depending upon device model) if their original phone is ultimately determined not to be covered by any manufacturer warranty.
Customers can contact T-Mobile Customer Care for the Out of Warranty Fee for their particular device.
NOTE: Customers who purchased devices under our Refurbished Device Program can also participate in T-Mobile’s phone replacement program if their phone is still under T-Mobile’s 90 day limited warranty. You must agree to that we may charge you an Out of Warranty fee if your refurbished device is found to be outside the limited 90 day warranty period and/or is physically damaged in a manner not covered by the T-Mobile 90-day limited warranty.
When receiving a new replacement phone, you have two available shipping options:
UPS Ground shipping ($9.95 plus any applicable tax) for delivery within seven business days (unless the item ordered is on backorder).
UPS Express shipping ($19.99 plus any applicable tax) for delivery within three business days (unless the item ordered is on backorder) excluding weekends and holidays. UPS Express shipping is not available to PO Boxes, Military addresses that contain APO AE, or prepaid customers.
T-MOBILE SUCKS!!!!! I have spent 3 hours on the phone and in store this evening trying to replace my Sensation that is eating SD cards.....
I went into the local T-Mobile store and was basicly told by the rep there that he couldnt help me at all, due to the fact of me purchasing the phone through Customer care..... I called customer care and after almost an hour (and getting disconected 2X) they agreed to ship a new phone out.... but it wouldnt be here till Tuesday at the earliest.... well this is the reason I went to the store, I am going to be gone for the next 1.5 weeks..... the reps solution was to ship it out and let it sit on the front step for about a week!!! When I complained I was transfered to an "Account specialist" who proceeded to interupt me several times, and say there was 100% nothing she could do.... I asked to be transfered back to the lady who was going to order the phone and she hung up on me!!!!
After calling back for a 3rd time the only thing the rep offered to do was to log my complaint.... no offer to place order phone, no offer to see if there was any way to allow me to pick it up in store etc....
T-mobile will not allow you to even pick up a replacement phone in the store if the orignal was purchased through customer care.... So I would HIGHLY DOUBT that you could exchange the phone at a t-mobile store if you purchased it at Wal-Mart! As long as you bought the phone T-Mobile DOESNT CARE about you, you are already locked into a contract so you dont matter to them!!!
Its also 30 days @ t-mo if you buy the phone off contract. I've gone through five sensations before I found the perfect one. So far so good.
Sent from my HTC Sensation 4G using XDA Premium App
bilbo6209 said:
T-MOBILE SUCKS!!!!! I have spent 3 hours on the phone and in store this evening trying to replace my Sensation that is eating SD cards.....
I went into the local T-Mobile store and was basicly told by the rep there that he couldnt help me at all, due to the fact of me purchasing the phone through Customer care..... I called customer care and after almost an hour (and getting disconected 2X) they agreed to ship a new phone out.... but it wouldnt be here till Tuesday at the earliest.... well this is the reason I went to the store, I am going to be gone for the next 1.5 weeks..... the reps solution was to ship it out and let it sit on the front step for about a week!!! When I complained I was transfered to an "Account specialist" who proceeded to interupt me several times, and say there was 100% nothing she could do.... I asked to be transfered back to the lady who was going to order the phone and she hung up on me!!!!
After calling back for a 3rd time the only thing the rep offered to do was to log my complaint.... no offer to place order phone, no offer to see if there was any way to allow me to pick it up in store etc....
T-mobile will not allow you to even pick up a replacement phone in the store if the orignal was purchased through customer care.... So I would HIGHLY DOUBT that you could exchange the phone at a t-mobile store if you purchased it at Wal-Mart! As long as you bought the phone T-Mobile DOESNT CARE about you, you are already locked into a contract so you dont matter to them!!!
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Click to collapse
#1 Each location (call center, online, corporate store front) Is alotted a specific portion of devices with traceable by location imei numbers.
#2 Having to return the device to the place you purchased it was included in the contract & receipt IN BOLD LETTERS. Try reading it again.
#3 Walmart purchases their devices directly from HTC or the OEM. NOT FROM US. This is why they can sell them cheaper.
#4 Eating a SD card seems like something you are doing, like buying cheap cards online. That is NOT our fault.
#5 If you are going to be leaving town we can ship replacement devices to where you are, not just your home. So your story makes littls sense.
We do care and i am sorry you had this type of experience. I don't work in customer care but if I did i would have suggested you ship to wherever you are going.
Sent via Motorola Xoom Wi-Fi only tablet powered by Android 3.1 Stock Honeycomb using Tapatalk Pro
gclawson said:
I am a department manager at Walmart and you don't have 30 days. On Verizon and att you have up to 30 days to exchange. T-Mobile has always been 15 days no matter what. To the user who's store is doing different you are eating the cost and taking money out of your my share check. Each store will be different but at mine I do not do returns after the time period. I give them the number for manufacturer support.
Sent from my HTC Sensation 4G using XDA App
Click to expand...
Click to collapse
Bought mine yesterday at Walmart. We noticed on the forms it says 14 day, but 30days in California.
Ok, here's my story.
Purchased an upgrade from Vibrant to Sensation through Customer Care. Phone arrived last Wed, so I'm within the 14-day remorse period. This morning the phone died. Door nail dead. Won't turn on at all, no lights with charger plugged in. Went to TMO store, swapped batteries, nothing. Guy says since I ordered through CC I have to call them for a replacement and they would "ship me one over night" (his words).
Over an hour on the phone with CC, transferred to 3 different people, the best they will do is have me ship my dead phone back to them, once they receive it next week I have to call and they will undo/redo my upgrade deal, and ship me a new phone.
CSR told me all TMO stores are privately owned (not actually T-Mobile), so that's why the store wouldn't replace my phone unless I bought it at the store.
This is not what I would describe as great service.
Elvis_Freshly said:
#1 Each location (call center, online, corporate store front) Is alotted a specific portion of devices with traceable by location imei numbers.
#2 Having to return the device to the place you purchased it was included in the contract & receipt IN BOLD LETTERS. Try reading it again.
#3 Walmart purchases their devices directly from HTC or the OEM. NOT FROM US. This is why they can sell them cheaper.
#4 Eating a SD card seems like something you are doing, like buying cheap cards online. That is NOT our fault.
#5 If you are going to be leaving town we can ship replacement devices to where you are, not just your home. So your story makes littls sense.
We do care and i am sorry you had this type of experience. I don't work in customer care but if I did i would have suggested you ship to wherever you are going.
Sent via Motorola Xoom Wi-Fi only tablet powered by Android 3.1 Stock Honeycomb using Tapatalk Pro
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Elvis,
If T-mobile can ship to any address why did no one at tmobile suggest this??? Maybe the phone reps need to be instructed of this.
Patriot memory is not a "cheap" memory, Kingson is not a cheap memory, they are both well known brands with excelent track historys.
If I test the SD card in a PC, and copy data to it, power off the phone, pull the battery, insert the SD, insert the battery, and power on the phone and then I receive a message stating the card is not formatted, click OK to allow the phone to format it, and then receive a message stating the phone can not complete the format.... how is that me doing anything wrong??? On our other phone I didnt even power off the phone when I put in an inexpensive SD card, and it is still working great.
bilbo6209 said:
Elvis,
If T-mobile can ship to any address why did no one at tmobile suggest this??? Maybe the phone reps need to be instructed of this.
Patriot memory is not a "cheap" memory, Kingson is not a cheap memory, they are both well known brands with excelent track historys.
If I test the SD card in a PC, and copy data to it, power off the phone, pull the battery, insert the SD, insert the battery, and power on the phone and then I receive a message stating the card is not formatted, click OK to allow the phone to format it, and then receive a message stating the phone can not complete the format.... how is that me doing anything wrong??? On our other phone I didnt even power off the phone when I put in an inexpensive SD card, and it is still working great.
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Click to collapse
That's been procedure though. Many times on my non-employee line i have to call in just like you do and if i am traveling they always ship to where i am going. Most outsource agents are not always trained the best like that and i am truly sorry for your experience.
Sent from my HTC Sensation 4G using XDA App
samnada said:
Ok, here's my story.
CSR told me all TMO stores are privately owned (not actually T-Mobile), so that's why the store wouldn't replace my phone unless I bought it at the store.
This is not what I would describe as great service.
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Click to collapse
WWW.LIES.COM if we don't own it it REQUIRED to say "Authorized Dealer" by law. You probably purchased yours or tried to return it to an "Authorized Dealer" but that is completely FALSE.
Sent from my HTC Sensation 4G using XDA App
Elvis_Freshly said:
WWW.LIES.COM if we don't own it it REQUIRED to say "Authorized Dealer" by law. You probably purchased yours or tried to return it to an "Authorized Dealer" but that is completely FALSE.
Sent from my HTC Sensation 4G using XDA App
Click to expand...
Click to collapse
So, if I do a search for stores here:
http://locator.t-mobile.com/
what tells me it's a real T-Mobile store versus an "authorized dealer"?
If the one near me is a real TMO store should they have replaced my dead phone?
I know it's a dead horse. And some people get have different results. But yesterday I tried to exchange my G2X due to freezing, reboots, and lock ups while on wall charger (running official GB). (This is still my first G2X, my past exchange attempt was to get less screen bleed which failed.)
This time the agent told me they are aware of issues post update install and can do nothing. Then they told me I have to wait until LG has a fix. This is the same results I got when I complained of screen bleed and was denied a replacement due to that.
I usually don't get too excited, but based on principal this is beat. I know it's nothing new to some of you but I'm not sure where to go next. I really want to see if LG will ever own up to this and anything else, but I'm sure my issues are hardware based.
T-Mobile: There is a known issue with this phone after the 2.3 update. At this time, there is no further information I need.
T-Mobile: LG is aware of this issue and are working closely to resolve the issue.
Francis Scardino: ok.
T-Mobile: I am unable to process an exchange for you.
T-Mobile: I apologize for any inconvenience this may have caused you.
Francis Scardino: So what do I do?
T-Mobile: You would have to wait until LG comes to a resolution for this issue.
Francis Scardino: I was told that last time about the light bleeding through the screen issues. The phone is not really reliable right now and I need it for work and do not have a home phone. There must be another resolution.
T-Mobile: I definitely understand, Francis. However, this phone does have a few known issues. This is the only thing that we can advise you of.
Francis Scardino: That's quite disappointing. I understand you can only do what you are allowed to do, but I have to find some other resolution. I cannot afford for my phone to turn off while charging at night, my job requires 24 hour on call.
Francis Scardino: Is there an escalation contact I can call. I have to come up with something other than buying a new phone. This one is not very old.
Francis Scardino: I just changed my contract to 2 years, and there is no equipment discount. I'm stuck.
T-Mobile: Unfortunately, there is no escalation process for this issue.
T-Mobile: We can set up call forwarding so that whoever calls your cell phone it will go to another phone.
Try to actually go into a T-Mobile store and make a big deal there
Sent from my MB860 using XDA App
I hate to say it, laissez-faire kinda guy that I am, but we need some kind of consumer protection legislation to prevent this kind of passing the buck.
Get on the phone and call a live person - ask for tech support, not a customer rep.
Sorry to hear that. I am currently on my second (freezing 3x a day) phone and I was offered another G2X exchange but I refused it. I told them they were just passing around refurb junk sent in by other G2X owners. To my surprise, I was offered a full upgrade (Got Tmobile in April 2011 with 2 year contract). It was a customer service rep that actually gave me that. I thought it was bs so I called back a week later to verify that the early full upgrade was noted in my account and it is. I would only be able to get a phone at the Tmobile website or at a corporate store. They said it would be 80% off the retail price. I am waiting for the Samsung Hercules to use that early full upgrade. I'm pretty sure they log every time you called in with notes of the reason of the call. I called in about 5 times (at least) so I think that's why I was offered the early upgrade. I would try calling in again at a different time. Try early morning around 7AM and then 8PM. That way you wont get the same person. You will get different results with different people you speak with. Call them again and good luck.
I was able to get another replacement overnighted to me yesterday... It should be here today. I did it all through the Live Chat online. I told them my phone would shutoff by itself, and it would require a battery pull, and he issued a replacement for me.
If I were you, I would just keep on trying until they offered to send you a replacement. It's worth multiple tries.
Spyvie said:
I hate to say it, laissez-faire kinda guy that I am, but we need some kind of consumer protection legislation to prevent this kind of passing the buck.
Click to expand...
Click to collapse
And you care about concealing water damage for the purpose of returning it to these thieves? T-Mobile knows for a damn fact there is good G2X's out there. They just don't want to give this gug another one in fear he might get another damaged G2X since it appears to be a 75% chance he would. Exchanging phones cost them money but they could give a **** less that we spent our hard earned money for a phone that we sometimes can't even use.
We signed a contract with T-Mobile and they entered into a contract with us to provide use with products and service as advertised. You see. I believe in a eye for a eye and two wrongs do make a right. You **** me over and I will **** you over twice as bad
Tmobile customer service is going to ****. Hear you have someone who's phone is not working as expected but they don't want to exchange it because it costs them money. T-Mobile knows there are good G2X'w out there. If all of them had problems then every customer who has one would be calling. I don't even care about the merger anymore. Its apparent T-Mobile is prepping for it quite well.
Sent from my HTC Sensation 4G using XDA Premium App
I will certainly try again. I just can't wonder if this whole debacle will ever bring a full resolution. Is LG working on something? Are they just buying time to phase it out? What will those who have similar results like me have in the future? Will a fully fixed G2x ever hit the shelves..?
Anyone who got a replacement within the last week, what model number phone did you get?
jrwingate6 said:
And you care about concealing water damage for the purpose of returning it to these thieves? T-Mobile knows for a damn fact there is good G2X's out there. They just don't want to give this gug another one in fear he might get another damaged G2X since it appears to be a 75% chance he would. Exchanging phones cost them money but they could give a **** less that we spent our hard earned money for a phone that we sometimes can't even use.
We signed a contract with T-Mobile and they entered into a contract with us to provide use with products and service as advertised. You see. I believe in a eye for a eye and two wrongs do make a right. You **** me over and I will **** you over twice as bad
Tmobile customer service is going to ****. Hear you have someone who's phone is not working as expected but they don't want to exchange it because it costs them money. T-Mobile knows there are good G2X'w out there. If all of them had problems then every customer who has one would be calling. I don't even care about the merger anymore. Its apparent T-Mobile is prepping for it quite well.
Sent from my HTC Sensation 4G using XDA Premium App
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T-Mo doesn't want o give him another phone because they will have to pay for it out of their own pocket. LG will not give you a new phone because they are incompetent manufacturers, along with being liars and thieves, ...while T-Mo simply can't afford to give away phones that they have to pay for.
Spyvie said:
T-Mo doesn't want o give him another phone because they will have to pay for it out of their own pocket. LG will not give you a new phone because they are incompetent manufacturers, along with being liars and thieves, ...while T-Mo simply can't afford to give away phones that they have to pay for.
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Click to collapse
T-Mobile can afford it. Their a multi billion dollar company. They sold you a phone to use on their network and it is up to them to make sure it works as advertised for 1 year from purchase. After this ends, T-Mobile can try to recupe their losses from LG but its known policy, their responsible for making sure that phone works within the first year providing the damage was not done by the customer. There is no ifs ands or butts about it. It is what it is and their beating around the bush. Do you think the middle class wooing man has enough money to keep buying phones because its provider wont provide him with a working one? This is bad business and you know it. I don't care if returning G2X's placed them into bankruptcy. The customer is always right and they must fix it.
Sent from my HTC Sensation 4G using XDA Premium App
it is up to them to make sure it works as advertised for 1 year from purchase.
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Incorrect.
The manufacturer is responsible for the warranty in virtually every industry.
Yeah I had no luck with chat support I had to call in when the replacement was bad.
Spyvie said:
Incorrect.
The manufacturer is responsible for the warranty in virtually every industry.
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Click to collapse
Yes, the manufacture is ultimately responsible for the warranty but it is up to your providor to be the middle man and exchange the phone for you. They then send the defective phone back to the manufacture to be fixed, replaced or reimbursed.
It is up to the company you purchased the phone from to replace the phone. I didn't buy a phone from LG. I gave my money to T-Mobile who purchased the phone from LG. If I purchase the phone through Amazon then I would contact them for a replacement. If I buy a phone from a middle man than I expect that middle man to fulfill their end of the deal by making sure the device they sold me is not defective and can be used as advertised.
Its a very simple concept for anyone to understand. I know this to be the case since T-Mobile, the middle man exchanges multiple phones every single day.
Sent from my HTC Sensation 4G using XDA Premium App
If you purchase a product from Best Buy or Walmart, and that product fails after the retailer's return policy has expired you are almost certainly responsible for contacting the manufacturer yourself. Most retailers have 30 day or even 14 day return policies depending on the product.
Arguing with you is like shooting fish in a barrel... you haven't made a valid point yet!
This whole G2X thing is garbage anyways.
Three months ago, I called into T-Mobile and did a contract renewal. I ordered 4 G2X's and 1 Defy for my 11 year old daughter...never would I have thought the Defy would be the best device in the bunch. It just works.
I called in within the first week about the phones shutting off, GPS taking over 25 minutes on 1 device to get a lock and was assured its all software and that LG is getting ready to release a software upgrade that will fix the issues, I should have sent them back and been done at that point instead of trusting what T-Mobile told me. Instead I had 4 replacements sent at one time, sent 3 of them back as they were worse than the originals. T-Mobile then sent me 3 more, fail. When I called back I asked to just send them back and was told i was past my 14 day period, even though it was noted on my account that I had called in previously in regards to sending them back and was told about the software update...that didnt change anything.
Next they decided the batteries were bad so they sent me 4 batteries, well that didnt solve a damn thing. They had me at that point contact LG, that got me a big "your a consumer, we cant offer any details on an updated software, but if you like you can send your phones back to us and we will send you replacements or fix the ones you have". Basically no go with that either.
Back to calling T-Mobile as I noticed now I had $100.00 charge on my bill for them sending me replacement phones!! The lines with insurance were only charged 5 bucks, the other 2 were charged $20!! They were unwilling to waive the fee's when I called about them! However they offered me replacement phones again if I wanted, and naturally at $50 bucks shipping again, I said no I wont pay for shipping again and finally got to loyalty and they waived the shipping if I wanted to try again, which knowing it wouldnt help did anyways just for the chance..I was right, it didnt help.
Then finally the wonderful, magical, all ending software update came...ta-da! Finally! Nope, wait. Still have the same issues, just not nearly as often as before. It seems to be about once a day now that one of the phones will shut off randomly, The GPS is a bit better on 3 of the phones but mine, nope. Still takes a good 10 minutes to get a lock.
When I called T-Mobile to tell them this great "fix" they were promising me didnt do a damn thing they said they know, and that the software update had been recalled but LG is currently working on a fix and to just give it time, they would not offer me anymore replacements as it doesnt seem to fix "MY" issues..lol, wtf T-Mobile. Kiss my ass.
I ended up filling a complaint with the BBB, I dont know if it will help or do anything at all but honestly, way I see it is it cant hurt. That was Sunday evening, I dont know how long it takes to hear anything back, or if I will at all but we will see.
T-Mobile use to be awesome, I am an old SunCom customer and when T-Mobile took over SunCom I was leery of what may become of the company I loved, T-Mobile really stepped it up and I had no complaints, recently though they pretty much just suck. I dont know what provider I will go with next but it wont be T-Mobile, yet I hate Verizon, Sprints horrible, AT&T with the merger..maybe I dont need phones anymore lol ffs.
techboydino said:
I will certainly try again. I just can't wonder if this whole debacle will ever bring a full resolution. Is LG working on something? Are they just buying time to phase it out? What will those who have similar results like me have in the future? Will a fully fixed G2x ever hit the shelves..?
Anyone who got a replacement within the last week, what model number phone did you get?
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My replacement just came in about an hour ago with Gingerbread pre-installed. The model number is LG-P999DW. (Checked LG Updated), so it is NOT a refurb!
Dude this is EXACTLY what's happened to me. I've had 4 exchanges and the caller rep said very matter of factly 'Sorry, we can no longer offer you a G2x exchange. Either keep the G2x you have or we'll send you out a comparable phone, the G2.' I got into explaining how that decision doesn't make any sense since I'm holding up my end of the deal by paying my bill...blah, blah, blah. And he said 'The device I'm told I can offer you today is the G2.' By some of the responses, I guess I'll just keep calling in until someone breaks down. I would LOVE to get $$ toward a Hercules, but it sounds like that's the good fortune of who you talk to.
Dude this is EXACTLY what's happened to me. I've had 4 exchanges and the caller rep said very matter of factly 'Sorry, we can no longer offer you a G2x exchange. Either keep the G2x you have or we'll send you out a comparable phone, the G2.' I got into explaining how that decision doesn't make any sense since I'm holding up my end of the deal by paying my bill...blah, blah, blah. And he said 'The device I'm told I can offer you today is the G2.' By some of the responses, I guess I'll just keep calling in until someone breaks down. I would LOVE to get $$ toward a Hercules, but it sounds like that's the good fortune of who you talk to.
Spyvie said:
If you purchase a product from Best Buy or Walmart, and that product fails after the retailer's return policy has expired you are almost certainly responsible for contacting the manufacturer yourself. Most retailers have 30 day or even 14 day return policies depending on the product.
Arguing with you is like shooting fish in a barrel... you haven't made a valid point yet!
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Best Buy and Wal-Mart provide you merchandice but not a service. You don't pay them a monthly fee to lease a product from them. If you sign a contract and purchase a phone for the subsidized price, you are pretty much leasing the phone.
T-Mobile has been exchanging devices with the first year since I can remember. Hell, they exchanged 5 G2X's for me and 3 Sensations within the past 4 months. You can provide a service for one of your customers and not the next. An attorney would eat this alive in a court of law. By their POLICY they need to provide you with a working replacement or exchange your device for another comparable one of equal or lesser value. They CANT just tell you to suck it up and keep paying them monthly for something that doesn't work.
I don't understand why you can't comprehend this. Instead you want to compare Best Buy to a mobile service providor which is apples and oranges. Last time I checked. You don't enter into a contract or pay a monthly fee for a service to Best Buy.
Get off Tmobiles nuts and realize your wrong.
Sent from my HTC Sensation 4G using XDA Premium App
Very interesting discussion...
I can tell you in no uncertain terms that ultimately LG is responsible for the product. The argument that you "Bought" the phone from T-Mobile, or you "leased" the product from T-Mobile is invalid. Your warranty is with LG.
We were all allowed 14 or 30 days to return the phone. Of course most of us held out for the "update/fix" until it was too late to return.
THIS is why I worked to find another remedy to the situation and ultimately had the class action law suit filed.
For any of you wanting further information about the CAL, contact my attorney directly.
http://www.doylelowther.com/class-action-against-lg-electronics-p999g2x/
Three months after signing up with T-Mobile, I was already considering dropping their service and going back to Sprint or switching to Virgin Mobile. Why? Here goes...
I signed up for service online, paid the $100 deposit, got the 500 Minute Value Talk plan w/the 2GB Data Plan. I then chose my free G2x and successfully submitted my order. Waited several days to check the status of my order online and saw that my order had been shipped. In order to verify the status, I then called Customer Care and then...the headaches began.
According to everyone I spoke with the phone had not been sent, but they were making sure the phone would be delivered. I must have spoken to several agents until one of them, eventually said the plan was not eligible for a Free Phone. "But I successfully completed the order!"
I eventually bought an HTC MyTouch 4G from another T-Mobile customer who had the phone for a little over a month and had bought a different model. I rooted my phone and never had any extreme problems, other than download speed up until recently, when the Camera and Camcorder crapped out on me. Restored back to stock and tried other ROMS. I also followed suggestions posted in many threads addressing the issue with the cameras, flashing different "Camera" apps, and nothing.
Having gone through many hours of trying to fix my phone, I called HTC to gather as much info on my particular device. They stated the year warranty would expire in April of this year and they would gladly fix the phone for me for free, but I would incur a charge if they found I had voided the warranty. They emailed me an RA form, but I decided to speak to someone at T-Mobile, and based on the info I provided them, they promised a replacement device, but requested my phone's software version. I told them I would call back from another device the following day since I had some "errands" and stuff to do.
I then restored my phone to stock, restored S-On, ran the updates on my device and then called T-Mobile, but then they rejected my request after the replacement was promised by a Supervisor in Tech Support. All they needed to do was verify the IMEI and presto, but I was not able to get my way, so I just left it alone. A week later, I had some voice issues in which I wasn't able to make or receive calls even after removing the battery from the phone, until I was able to get a Customer Care agent who seemed to be outside the Continental U.S. This nice fellow interrupted me while I was explaining my situation to him and said he was going to transfer me to an Account Specialist based on the information he'd seen in the notes. After I asked why, he stated they valued me as a new T-Mobile customer. I was like, "Whatever".
Upon doing a warm-transfer, a young lady by the name of Ashley, indicated she was going to talk to a supervisor and I asked if there was something wrong with my account, but she refused to give me any info. After coming back on the line, she stated her sup had authorized a replacement ticket which was being emailed to me while we spoke, in which they would replace my MyTouch 4G at no cost to me. Imagine that! She apologized on behalf of the company for the misinformation I was given at time and the poor customer service. Three months of crappy overall service and I got a new phone! My download speeds on the bad device were less than 2000kbps. Now, they're at a high 6000kbps.
That girl and the small group of dedicated T-Mobile employees who go beyond their call of duty, deserve an applause. My contract and plan stayed the same. There are good folks at T-Mobile...you just have to keep trying.
Man. What a pain. If you had raised a fuss initially, you could have gotten your G2X. A contract is a contract and you signed up for a free G2X, which their system sold you. I'm pretty sure they were legally bound to give you one. Did you have a receipt?
Sent from my HTC Glacier using XDA App
estallings15 said:
Man. What a pain. If you had raised a fuss initially, you could have gotten your G2X. A contract is a contract and you signed up for a free G2X, which their system sold you. I'm pretty sure they were legally bound to give you one. Did you have a receipt?
Sent from my HTC Glacier using XDA App
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Not only did I have a printed one, but snapshots and HTML code from the actual page. Believe me, I wanted to raise hell at first, but I thought it would be a waste of time. While with Sprint, I like others, had access to the Sprint Executive Customer Service Hotline number thanks to The Consumerist, but with T-Mobile I just felt I was out in the cold from Day 1.
The phone replacement doesn't change my perception of their overall Customer Care and Retention Department. One of the last persons I spoke to before talking to the gentleman and Ashley, was a rep from their Spanish-speaking Retention Department. I asked for at least one minimal incentive for me to stay with T-Mobile and her answer was this: "I cannot provide you with even the slightest discount because you are a new customer." Yeah...but one who's paying for a service.
I wish I had stayed with Sprint. I worked for them through ACS in their Tech Support Department. When the store reps wouldn't deliver, we'd jump in and prevent even an escalation to retention. I guess that's what keeps me ticked off at them. I hate not getting the service I strive to always provide my customers with.
I'll stay with them til after my contract is over
I have never experienced bad customer service through my 3 years with T-Mobile, but then again, I never really needed it throughout the time. I got a replacement phone on Monday, and the lady I talked to for it was very kind and polite.
steven-026 said:
I have never experienced bad customer service through my 3 years with T-Mobile, but then again, I never really needed it throughout the time. I got a replacement phone on Monday, and the lady I talked to for it was very kind and polite.
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Wow...I guess because you've been with them for a while. Glad they were able to help you and be nice about it to.
My wife and I couldn't pass up TMos 2 for $99 /mo plan but it took 7 different reps to get that sorted out cuz no one had heard of it ... even though it was all over the radio and on their homepage! - Gotta say they were quite ready to help even if they didn't seem to know what they were doing.
Homerbsharp said:
My wife and I couldn't pass up TMos 2 for $99 /mo plan but it took 7 different reps to get that sorted out cuz no one had heard of it ... even though it was all over the radio and on their homepage! - Gotta say they were quite ready to help even if they didn't seem to know what they were doing.
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Had same prob till I found someone who told me I had to pay $200 per line migration fee. Been with tmo for 6 years but if I pay$200 a line its going to be to cancel... when I started they were great even gave me free month when messed up bill but recently when renewed had to call 10 times to get texting cuz every bill was 800 and they said they fixed but still have to call every month
Sent from my HTC Glacier using XDA App
Ok so here is my problem. hope people here can help me or suggest me a solution asap.
I live in India. I was on a trip to United States and i bought Moto X first gen from Atnt store near dallas, TX. As i was not a US citizen i could only get Go phone service rather then their regular ones. So i paid full price for phone and used it with Atnt network there for a month. a month later i was back to India and will be here for next year or so. i contacted Motorola customer service to unlock my phone as i had paid full price on which i got a reply that i should contact Atnt and not them, they cannot help. so i contacted Atnt. they said to wait 6 months for applying for unlock. so after six months ( i bought the phone in march 2014) i try to request unlock through there site and it says not in their database. so i contact customer service to which they tell me as my phone number was not active for 4-5 months now so it has been deactivated and passed on to different customer. so phone number linked to my device is no more which is why it does not show in database and will not till i go there and buy new number to link my device to and request again. which is highly unlikely as i have a work here which i cannot leave and even if i just decide to make a trip for my phone it will cost me 3 times the phone's cost (full price i mean) nor i have someone there in States to send my phone to so they can go through the process not to forget sending phone there and other transport cost etc etc. so no official way, Atnt left me hanging.
next step as usually people do i go to unlock site. i used site called unlockunit.com to which i paid around 25 USD and waited for 2 weeks. they provided me with pins 2 from atnt in 3 days and 2 from motorola in 14 days. none worked. they said they will refund me and has been 3 months now still nothing. they say issue in their financial department. that i will have to be patient. so you see i lost faith in this type of sites too. not willing to try others unless i know i will get my phone unlock or my money back.
so what i want to know is, is there any way i can get my phone unlock. if so how?! can i root my device and get it unlock?! any other method. please do let me know. cause i do not want my 450 USD go to waste seeing it as just a phone which i cannot use as phone but just to play games on.
and sorry if i am a noob for asking this and if this is a wrong place as well. i am a noob.
please do help if you can. thank you.