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AT&T Fuze Warranty Replacement

Anyone here got his/her Fuze replaced under warranty (not insurance) from AT&T? I'd like to know the procedure as I bought it at AT&T online store not the local one. Can I still go to a local store and ask for repair/replacement?
It's been more than 30 days and I have tried probably most of the options available. The issue is that it freezes up frequently and it mostly happens while I am using Outlook over WiFi. Either loading a message (frequently) or doing a send/receive (sometimes).
I tried removing the SD card just to make sure that it's not the card or SD driver issue, but that didn't help much. The WiFi is also spotty at best, taking more than a minute to connect when I am just couple of feet away from the router and also disconnects frequently.
I have tried several different ROMs as well, so I guess the last option is to try a different phone. My other thread with the issues is here.
TIA.

Stores don't handle warranty claims, you have to go through the telephone support or take it to a Device Support Center. If you try to go to the store, they'll just call up the warranty line and hand you the phone, so don't waste your time with a trip to the store.

rexian said:
Anyone here got his/her Fuze replaced under warranty (not insurance) from AT&T? I'd like to know the procedure as I bought it at AT&T online store not the local one. Can I still go to a local store and ask for repair/replacement?
It's been more than 30 days and I have tried probably most of the options available. The issue is that it freezes up frequently and it mostly happens while I am using Outlook over WiFi. Either loading a message (frequently) or doing a send/receive (sometimes).
I tried removing the SD card just to make sure that it's not the card or SD driver issue, but that didn't help much. The WiFi is also spotty at best, taking more than a minute to connect when I am just couple of feet away from the router and also disconnects frequently.
I have tried several different ROMs as well, so I guess the last option is to try a different phone. My other thread with the issues is here.
TIA.
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just had my fuze replaced because it was freezing. go on at&t's website and call the 800 number and tell them your issue, took 3 business days to get to me.

jackschitt28 said:
just had my fuze replaced because it was freezing. go on at&t's website and call the 800 number and tell them your issue, took 3 business days to get to me.
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What build date did you get and does it get hot when you use data like watching Cingular Video or similar?
Mine gets so hot it burned my finger and want to try to get one that doesn't have this issue(a newer build??), but not sure if they fixed it or if they all have this issue.

I work for AT&T in tech support and warrranty exchange.
After 30 days, you have to do Exchange by mail or at a device service center.

Thanks guys, I'll contact AT&T. I was hoping I don't have to send it back as I already put on an InvisibleShield screen protector. I am sure the protector will not be usable once I remove it from the device and I may have to order another one, but that's probably OK.
Another question, do I have to send it in before or I can ship it after receiving the replacement?

danbutter said:
What build date did you get and does it get hot when you use data like watching Cingular Video or similar?
Mine gets so hot it burned my finger and want to try to get one that doesn't have this issue(a newer build??), but not sure if they fixed it or if they all have this issue.
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Mine gets a bit warm too when I have been browsing for few minutes (15+) or when it's downloading lot of emails. But it's never too hot to touch. Main issue is freezing while loading an email in Outlook and I am forced to reset.

I received the replacement Fuze on Friday and have been trying it for last 2 days with the stock ROM with only few apps (like CorePlayer, Resco Explorer etc) from the microSD card. It has the same problem and I had to reset it at least 6 times already.
What does it mean? I thought it'd be pretty unlikely for 2 phones exhibiting the same issues, no? Could it be the card?
Thanks.

i replaced my first fuze... just make sure to flash it back to factory rom and radio and if u have security unlocked your fuze... DO NOT and i mean DO NOT forget to PM olipro on how to security re-lock your phone. other than that it was a smooth transaction for me... i paid for next day shipping, got it the next morning.. same afternoon mailed my old phone back and that was it.

You said you tried several different roms... well that eliminates the software. And it is happening across 2 different phones...
So it could only be 2 things:
Problem with all Fuze phones
OR
Problem with something you are doing/using
I usually don't have to reset my FUZE often... nor have I heard of others having a big problem. So the problem has to be something on your end.
What programs are you installing? Remove your microSD card... maybe Email and/or Browser cache is being saved on the microSD card and causing a bottleneck = freezing.

Yes, since the new phone has everything stock and just a few apps, I'm quite sure it's not the software or else the forums would have been flooded with such complaints. Only thing common in these phones was the card. This A-Data microSD seems to be fine too when I connect it to my PC, but who knows.
I have installed a new ROM (Da_G clean ROM) on my first phone and every app (Spb Mobile Shell, CorePlayer, TorchButton, pcShutXP, Resco Explorer, Skyfire, Adv Confg) I want and running it for last couple of hours without the card. So far so good. I have opned at least 10 HTML emails in Gmail, Outlook & Hotmail without a crash. If it goes fine for a day, I guess we'll have an answer.
Only thing I am missing with this ROM is the HTC gesture in Outlook, Explorer etc. I tried the Da_G version of HTC gesture but it doesn't work. Thanks.

at&t thoughts & general warranty policy...
general policy:
w/in 30 days- store will handle returns- you get a brand new fuze.
after 30 days- tech support/warranty exchange for new or (more likely) refurbished units. I have recieved many refurbished units in the past with no problems. After 3 warranty /exchages, at&t generally offers you a different phone all together.
Make sure you return your device to them as it was originally sent to you. I found this out after returning a Nokia N-75 (att edition) with the non-branded Nokia update.... they don't like it very much and you get charged $200+. This means, PM Olipro if you have paid for security unlocking, reflash stock ROM, and I have to admit, I would try my best to have the stock SPL on there too....

Thanks friends. Sorry, I forgot to mention that I never got it security unlocked. So, I just need put the stock SPL back but now I am wondering what's the point in returning the old one as the new one is no better. It hung once today and I didn't even use it that much. So I'll return the new one and wait for 6.5 release to see if that improves anything for me.

i ordered mine online, it was freezing and such, i took it into the store before the 30 day mark and they exchanged it.

I think I should have done that too. Instead, I was trying different ROMs and software and finally when I contacted AT&T, 30 days were over. For me even the new one wasn't any better (probably they sent a refurb), so I returned it yesterday and kept the old one.

There's not much you can do about general bugginess in the phone - this is a characteristic of pretty much all smartphones. When I had the 8525 I must have exchanged it 5-6 times until I finally learned my lesson. From what I have heard Palm OS has the same problem. Even when I did a one-month trial of an iPhone I had to soft reset a lot. It's a bit like Windows 3.1 or 95/98 - it just has to be reset every so often or else it crashes. I have heard that blackberries (at least non-Storm blackberries) are better but I have never had one.
What really sucks about AT&T warranty service is that they don't ship internationally (as I just discovered). So, the ungrateful f$#%!s have taken my $39.99 a month for the last four months without my using a single minute, but they won't ship my replacement phone to me here in Israel. So much for an "international warranty."
If you are curious, my screen died, but that's the subject of another thread

I've got a small crack across the top right hand corner of my screen. I called today to make a warranty claim and she said that was physical damanage and they dont cover it. Which didnt make sense to me as I pay the 5 dollars a month for insurance on it and they said they would cover physical damage. That's niether here nor there though.
So I explained the screen cracked and she said she would talk to a warranty guy he said Nope wont cover it so she sent me to the insurance department saying I would have to pay 50 dollars for a replacement as part of the stipulations of the insurance I have. Okay kind of making sense.. 50 dollars I can handle not a big deal. The insurance lady then tells me that I have to pay 125 dollars for the phone. WHAT!? I was just told it would cost 50 dollars AND when I signed up I was told it would be 50 dollars. This didnt make any sense to me. She said 85-90 percent of their high end phones only cost 50 dollars to replace with the insurance but the fuze costs 125 dollars cause its a VERY high end phone. Grrrr I was specifically told it would be 50 by the people at the ATT store. Now granted they may not have known any better but if an employee promises you something I think the company should suck it up and stick to that deal.
SO I now have a fine working phone with a crack on the screen. They're telling me that it comes with a a year warranty which apparently doesnt cover anything and with the extra 5 dollars a month I pay for insurance ($65.00 a year tax inc) I still have to fork out a ton of cash.
Has anyone else experienced this with ATT? Any advice? I told them to hold on with the claim as I wasnt about to have them bill me an additional 125 dollars.
Thanks

Aaron McCarthy said:
I've got a small crack across the top right hand corner of my screen. I called today to make a warranty claim and she said that was physical damanage and they dont cover it. Which didnt make sense to me as I pay the 5 dollars a month for insurance on it and they said they would cover physical damage. That's niether here nor there though.
So I explained the screen cracked and she said she would talk to a warranty guy he said Nope wont cover it so she sent me to the insurance department saying I would have to pay 50 dollars for a replacement as part of the stipulations of the insurance I have. Okay kind of making sense.. 50 dollars I can handle not a big deal. The insurance lady then tells me that I have to pay 125 dollars for the phone. WHAT!? I was just told it would cost 50 dollars AND when I signed up I was told it would be 50 dollars. This didnt make any sense to me. She said 85-90 percent of their high end phones only cost 50 dollars to replace with the insurance but the fuze costs 125 dollars cause its a VERY high end phone. Grrrr I was specifically told it would be 50 by the people at the ATT store. Now granted they may not have known any better but if an employee promises you something I think the company should suck it up and stick to that deal.
SO I now have a fine working phone with a crack on the screen. They're telling me that it comes with a a year warranty which apparently doesnt cover anything and with the extra 5 dollars a month I pay for insurance ($65.00 a year tax inc) I still have to fork out a ton of cash.
Has anyone else experienced this with ATT? Any advice? I told them to hold on with the claim as I wasnt about to have them bill me an additional 125 dollars.
Thanks
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Hi Aaron,
My friend is an expert at dealing with customer support and their bull$hit. From him, I have learned that you should just keep telling them what you were promised, regardless of what the "contract" may be. Tell them that their integrity rides on the matter of it, etc and if they don't fold ask for a manager or someone else that can actually help you out and give you waht you were promised. just don't give up and be persistent with them without getting upset or angry (try not to) and just complain until they give in. If you've been with them for a while, just tell them that you've given them sooo much money and you're a loyal customer, etc. Good luck!

double post, sorry, okay to delete

"Lost" Fuze for New Tilt 2 (insurance)

ok i just checked the att website for the new tilt 2 but it isnt out til oct 18. but i seen the the fuze is no longer on there. ive had my fuze sense nov 10. and i was wondering if i say i lost my fuze around lets say oct 20 will they send me a tilt 2. im saying this because i used my insurance a while back on my old phone and they didnt have that phone anymore so they sent me a phone that was the same value.. do u think it will work??

I posted a thread on this in the Rhodium as well. I have insurance too and had my fuze for about 6 months now and bummed i couldnt of held out for the tilt 2 and i dont have the money to pay 500 bucks for a no contract tilt 2. I wish a carrier would have a exchange program or something instead of this 2 year upgrade. I burn through phones within a year
Anyways what people replied to me was they probably have a lot of refurb fuzes

Interesting
I recently lost my Tilt to a horrible accident involving a puddle and concrete... so I got a Fuze for replacement... and it was refurbished and had the burn-in issue on the screen... I got another refurb Fuze to replace that one... this one is having the same issue - so I am going to keep requesting Fuze's till I get one person to acknowledge my request to get a NEW phone and not a refurb...
That might be a way to get your Tilt 2 if you receive a bad refurb and raise enough cane!

Well, truth be told they likely will have a large backstock of refurb fuzes for a while. If you are a person who's had chronic problems with your phone and it's under warrenty, if you make a fuss about the problems over multiple phones, they may bump you up.

lafastfords said:
ok i just checked the att website for the new tilt 2 but it isnt out til oct 18. but i seen the the fuze is no longer on there. ive had my fuze sense nov 10. and i was wondering if i say i lost my fuze around lets say oct 20 will they send me a tilt 2. im saying this because i used my insurance a while back on my old phone and they didnt have that phone anymore so they sent me a phone that was the same value.. do u think it will work??
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Aside from the moral issue of insurance fraud, it should work. Just hope you don't get caught.

ya know - I've about had it with people doing crap like this. Look - if you want a new phone then buy one. If you don't want to pay full price for it then sell the phone you have or wait a few months for the price to come down.
It's creeps that commit fraud like this that cause the detuctibles on these devices to end up being 125 bucks for all the honest people.

....Disgusting....

I just swap out the phone before the 1 year warranty ends and sell it on ebay. Use the money for your new phone.
Mine has a busted flux capacitor anway.

They will have a large supply of Fuze's laying around, they know people will try to do this, I'd love to do it, I think they still even had a stock of the first Tilts around for quite a long time. Just to let you know a couple months back I still had the ability to buy a Tilt through the premier store even though they didn't have them on the regular site. Right now I still see the Fuze on their premiere site. So they most likely have a stock. However, from what I understand how these places work is there's a stock for sale and a stock for warranty, they don't come from one giant stock pile. So if they run out of their warranty stock, maybe you'd be able to pull it off, but who knows, maybe they'd just siphon a couple off the sale stock into the warranty stock (most likely they'd do this so the ones they sell have a backup incase something goes wrong). Thought I'd just through that out there.

well i upgraded to a fuze from the tilt... i broke my tilt and had to use the insurance... they replaced it with a refurb tilt but i kept having problems... it took at&t 4 tilt phones before they upgraded me to a fuze and then i still kept having problems... it took them to send me 3 fuzes until they finally got it right... it wasnt a scam just they kept sending me crappy phones and if i must keep up my end of the bargin and pay ontime then they must step up to the plate and send me a phone that works as well as a new phone.. which they did...

... and everybody is complaining why insurance is so freaking expensive!!!
Beside the fraud fact (DISGUSTING) sell it on eBay, craigslist or one of the other common suspect pages, bunk the money and BUY the TP2 or whatever you want.
I did that with my last two phone which was always a 50% to 75% "off" in terms of the purchasing price of the new phone.

jayhue said:
well i upgraded to a fuze from the tilt... i broke my tilt and had to use the insurance... they replaced it with a refurb tilt but i kept having problems... it took at&t 4 tilt phones before they upgraded me to a fuze and then i still kept having problems... it took them to send me 3 fuzes until they finally got it right... it wasnt a scam just they kept sending me crappy phones and if i must keep up my end of the bargin and pay ontime then they must step up to the plate and send me a phone that works as well as a new phone.. which they did...
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Before anyone starts dissin anybody, it is a fact that sometimes they just can't get it right. I had a problem with my original fuze and it took them 4 times to send a "decent" one, and by decent I meant a unit without:
-broken/recessed hardware key
-earpiece that's breaking up
-speaker that's breaking up like it's been used for a rock concert
so the last Fuze that they sent, which I'm using now, has a slightly recessed Answer key and crappy speaker. I decided to use it because I don't wanna go through the endless cycle of crappy replacement.
The moral of the story is, they do send out crappy replacements.

tyguy said:
... and everybody is complaining why insurance is so freaking expensive!!!
Beside the fraud fact (DISGUSTING) sell it on eBay, craigslist or one of the other common suspect pages, bunk the money and BUY the TP2 or whatever you want.
I did that with my last two phone which was always a 50% to 75% "off" in terms of the purchasing price of the new phone.
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not fraud u dumb ass.. i have that burn in screen and the plastic is coming off the hard keys.. just like everyother fuze

lafastfords said:
not fraud u dumb ass.. i have that burn in screen and the plastic is coming off the hard keys.. just like everyother fuze
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Careful who you talk to and what language you use my friend!
YOU WROTE...
i was wondering if i say i lost my fuze around lets say oct 20 will they send me a tilt 2. im saying this because i used my insurance a while back on my old phone and they didnt have that phone anymore so they
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...SO WHO's THE RETARD?
Can one who agrees with me notify the admin that this BS thread gets closed? Topics like this were discussed numerous times and answers like lafuckfords - or what his name is - simply don't belong here.

baymon said:
Before anyone starts dissin anybody, it is a fact that sometimes they just can't get it right. I had a problem with my original fuze and it took them 4 times to send a "decent" one, and by decent I meant a unit without:
-broken/recessed hardware key
-earpiece that's breaking up
-speaker that's breaking up like it's been used for a rock concert
so the last Fuze that they sent, which I'm using now, has a slightly recessed Answer key and crappy speaker. I decided to use it because I don't wanna go through the endless cycle of crappy replacement.
The moral of the story is, they do send out crappy replacements.
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Click to collapse
Basically what happened to mine. I was getting Screen burn in and while I dealt with it for a while, I knew my warranty was about due. I called and asked for a replacement 3 times. Each one was defective.
-The half of the touchpad buttons didn't work on the first one (depressed).
-The second one had a broken slider track so it dragged opening the keyboard.
-The third one the speaker was screwed.
When they wanted to do a phone swap, I thought I'd ask for a Samsung Jack for my wife since her line is eligible for an upgrade. I figured I would "downgrade" to the Jack and use her line to buy a Pure or TP2. The lady said they wouldn't let me downgrade to a lesser phone?! So if I can't go down, perhaps they'd let me go up... so I asked and it worked.
Kinda scared about not having a Dpad on the Pure.
I think its stupid they wouldn't let me "downgrade" to the Jack. I woulda just turned around and signed another 2-year contract and plopped down $350 for the TP2.

my 2 cents in this situation is just save money and then buy it just like what that guy said, best and safe way to get a new device without the risk of violating any terms or law

AT&T exchange policy
well the truth is that, att has a policy that if you exchange a phone 3 times during the year of warranty, at that time you can change model. I did this twice, first with a Palm Treo650 changed it to a palm treo 700, then with the Tilt I was able to change to the brand new released(back then) Fuze, completly free only S&H.

Warranty Exhange

Does anybody know if AT&T is starting to exchange the fuze for the new tilt 2. I'm talking insurance exchange or warranty exchange. Anybody know something about it, or they still have the fuze on stock?????

wisocabeza said:
Does anybody know if AT&T is starting to exchange the fuze for the new tilt 2. I'm talking insurance exchange or warranty exchange. Anybody know something about it, or they still have the fuze on stock?????
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They still have the Fuze in stock :/
I called so many times, it's not even funny.
Here's something that might pique your interest. Couple of minutes ago, I saw this thread about people impatiently waiting to exchange their Tilt's to Fuze's. The Fuze was available in the Warranty Department approximately three weeks after it was officially launched.
It was an interesting thread to read. It seemed like many were purposely destroying their Tilt's to get them warrantied to Tilt's again, just to "extend" the warranty period since each warranty carries 90 days. The "best method" suggested was removing the USB cable while updating, and then playing dumb about it, lol.

fuze has a 1 year warranty. let me know if anyone has figured out a way. >.>

It's a nightmare trying to get a replacement through Warranty. I'm on my fourth Fuze now, because I have had legit warranty claims. They decided to upgrade me to a Tilt 2, sent me seed stock instead of a new phone kit, so I have a Tilt 2 without a battery or software. I called about that, they were supposed to send me out my new phone kit with a Tilt 2 in it yet again, sent me a Pure instead. Now I'm waiting for them to send me a battery for the Tilt 2 that I already have cause they don't have any new phone kits in stock for the Tilt 2. Though, I'm kind of tempted to try out the Pure, just because I can't hear anything on my Fuze as is and have some very important stuff coming up with work where I need to be able to hear customers. Ugh, AT&T can be a nightmare to deal with. I'm actually really tempted to switch to Verizon, Sprint, or T-mobile right now.

jjensen0331 said:
It's a nightmare trying to get a replacement through Warranty. I'm on my fourth Fuze now, because I have had legit warranty claims. They decided to upgrade me to a Tilt 2, sent me seed stock instead of a new phone kit, so I have a Tilt 2 without a battery or software. I called about that, they were supposed to send me out my new phone kit with a Tilt 2 in it yet again, sent me a Pure instead. Now I'm waiting for them to send me a battery for the Tilt 2 that I already have cause they don't have any new phone kits in stock for the Tilt 2. Though, I'm kind of tempted to try out the Pure, just because I can't hear anything on my Fuze as is and have some very important stuff coming up with work where I need to be able to hear customers. Ugh, AT&T can be a nightmare to deal with. I'm actually really tempted to switch to Verizon, Sprint, or T-mobile right now.
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I'm on my 4th Fuze as well. How did you get them to even send you the Tilt 2? They just kept on saying it's not available yet.

Just got the right CSR that put it through, and you have to be very nice to them. Just asked about comparable phones, he suggested it - it has to be their idea and recommendation. Still trying to get a battery from AT&T, they say they're out of stock, Warranty called a couple stores close by couldn't find one, but on the website it doesn't say they're out, but it's unlikely they'd send me a new one, heaven forbid. I've got three phones in my possession right now, my screwed up Fuze, a new in the box Pure and the Tilt 2. I'm worried they're going to screw up and bill me for all of them full price, even though they have assured me that won't happen. When I worked in collections years ago for them, saw that happen all the time, even when the phones were sent back in time, it was always a pain to sort out.

Being a ex at&t store manager let me tell you how the XBM (exchange by mail) process works.... If you have a defective device that is within its warrant period which is 1 year from the date that you started your contract at&t will switch it out at no cost to you. The phone cannot be water damanged, or physically damanged (there pretty strict about this). I have had customer who there definition of physical damange was different from what at&t thought and they ended up getting charged full price for the phone. so be very careful. They don't usually take anything that has been dropped or have deep scratches. Basically has to look ok where they can sell it again as a refurb or something. Secondly the only way they will send you out a different device is if you had to same problem with your current one. Its call the 3 strike policy. You can't just ask them for a new one you kinda have to play it off like you can't stand the fact that you keep getting messed of phone of that model. Lastly they will give you options to pick from whatever they have in stock that is the best match for what you have. At times they might not have anything and have no choice but to upgrade you to a newer one. I seen it happen a lot where they just upgrade you to a new device. When the 8300 curve came out a lot of ppl i know was calling in lying to say it was messed up just to get the gps verison 8310 which came out 4 months later. I would't advise anyone to do this unless it is a real problem with the phone. They keep records of every return that you do and can terminate your service if they feel like your trying to cheat them. The tilt two is a great phone tho hard to choose. There's some third party website that i might can direct you too if you want a tilt for a good price but you have to be able to upgrade and sign a two year contract. I got mines for free and just had to sign a contract that's it. And it at&t prorating terminations fees it wasn't big deal for me. thanks

and if i have insurance on the account, i pay $5 monthly, does they still have the fuze on stock.

Chances are that they have plenty of refurbished Fuzes in stock. It's not wise to try to scam the system just to get a new phone to have a new phone. It just makes it harder for people with legit reasons to get theirs replaced.

If you want to do a insurance claim instead of a warrant exchange they are two different things. The insurance is handled by a third party called asurion or something like that. Where warranty exchange is done by at&t themselves. If you decide to go with the insurance claim you will have to pay a $125 insurance deductible which is non-refundable. If you want to do the XBM then you wont have to pay anything as long as your phone is not water or physically damanged. If it is like stated above you WILL be charge full price for the phone they will read you a agreement of the terms and condition before they send out your phone. For both of the process above you have to send back your original device unless for the insurance its lost/stolen. Even if you have insurance and your phone is messed up you still would have to pay the $125.

and yes they more then likely have a lot of fuze in stock still. It would take at least a month or so before they will be getting the tilt 2. They will have some in stock but it would be for ppl with the tilt 2. At&t also has a policy where if its under 30 days you have to take it back to where you got it from before they will exchange it thru the mail. So it would be at least 20 days or so of the release date of the tilt 2 before at&t worries about exchanging that out for ppl with the tilt 2.

cant sweet talk em? "hey baby, lookin mighteh fine... fine as wine *wink*"

At&T Warranty Exchange Unfair
la0xboix7o4 said:
Being a ex at&t store manager let me tell you how the XBM (exchange by mail) process works.... If you have a defective device that is within its warrant period which is 1 year from the date that you started your contract at&t will switch it out at no cost to you. The phone cannot be water damanged, or physically damanged (there pretty strict about this). I have had customer who there definition of physical damange was different from what at&t thought and they ended up getting charged full price for the phone. so be very careful. They don't usually take anything that has been dropped or have deep scratches. Basically has to look ok where they can sell it again as a refurb or something. Secondly the only way they will send you out a different device is if you had to same problem with your current one. Its call the 3 strike policy. You can't just ask them for a new one you kinda have to play it off like you can't stand the fact that you keep getting messed of phone of that model. Lastly they will give you options to pick from whatever they have in stock that is the best match for what you have. At times they might not have anything and have no choice but to upgrade you to a newer one. I seen it happen a lot where they just upgrade you to a new device. When the 8300 curve came out a lot of ppl i know was calling in lying to say it was messed up just to get the gps verison 8310 which came out 4 months later. I would't advise anyone to do this unless it is a real problem with the phone. They keep records of every return that you do and can terminate your service if they feel like your trying to cheat them. The tilt two is a great phone tho hard to choose. There's some third party website that i might can direct you too if you want a tilt for a good price but you have to be able to upgrade and sign a two year contract. I got mines for free and just had to sign a contract that's it. And it at&t prorating terminations fees it wasn't big deal for me. thanks
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My husband’s Motorola Tundra was in his pocket. The phone started to burn him while it was in his pocket. There were no incoming calls. He immediately removed his phone and set it down for about thirty minutes. He tried to power the phone up but to no avail. I called AT&T to exchange the phone since it was only about eight months old.
I was told by the Warranty Exchange department that if there were any liquid damage the warranty would be void. Upon looking at the litmus indicator I noticed there were pink speckles. I did not want to pay for a phone that was obviously defective and not abused by my husband.
Therefore, I called AT&T again and explained again that the Tundra was not exposed to water. The representative told me that nothing could be done by AT&T until my next billing cycle when the new phone would be charged to my account. I was told not to worry and go ahead and send the phone in and a Commitment Call would be made to clear up the situation on the next billing cycle if AT&T did not hear from me.
I did receive the new Tundra and returned the damaged phone. The damaged phone was returned to me indicating that the liquid damage indicator was removed. I DID NOT REMOVE THE INDICATOR! I was charged $210.
In the meantime, I called Motorola. The Motorola technician told me that the litmus paper could have been activated by a leaky battery.
I telephoned AT&T today and the $210 was reduced by half. I spoke with three levels of representatives indicating that I did not feel paying anything was acceptable by me based on the principle of this matter. Our original Motorola Tundra was only eight months old and obviously defective. I feel that AT&T is basically accusing me of being dishonest because the liquid damage indicator had pink speckles. What other alternative did I have but to send the phone in since we use it in our business. I accepted the reduction for the cost of the new Tundra with hesitation. It is not so much the money but the principle of this issue. I am a very dissatisfied customer.

They're horrible about running over people. I never understood their reasoning... I would see people get full out replacements for nothing, when they hardly ever paid their bill and had like ten charged off accounts, then on the other hand, you would have customers that had been with them ten years through the various names and such, always paid on time, they wouldn't do anything for them. Dollar is number one for AT&T, as with any company, but their practices are kind of screwy, you are at the mercy of whomever you speak to. I got lucky I got a noob. He wasn't burned out yet and I was very patient and nice to him, he genuinely wanted to help. If you get someone that's been there for years, they've been long hardened and are difficult to deal with - they just want to meet their stats and get their shift over with. Call center location can also have something to do with it, people are different in different areas. I would have customers call up, ask which call center I was located and hang up if it wasn't the one they wanted. Then again, I would have people ask which call center I was located at wanting to kill me, too... Anyway... The people don't generally don't care what's right, it depends on how you deal with them, you have to kill them with kindness, you're at their mercy, not really AT&T's. I would still fight for that full credit, too, but kill them with kindness. Customer care can credit more than collections can, and are more apt to hand it out. If you have to go through Warranty for it, that one's generally alot harder, they tend to be a pain in the arse.
I got Warranty to credit me $50 bucks today for a battery which I had to order through the site and they reimbursed me since they couldn't obtain one for me. One day soon hopefully I'll be using my Tilt 2, it sure is a purty paper weight right now.

I'm actually waiting for the Tilt 2.
I'm on the 4th FUZE, and the last time I spoke to them. They said the next time I run into an issue, they should be able to swap out the FUZE for another phone.
I'm still having the same issue with the 4th Fuze, tons of dropped calls.
I'm holding off calling because I really want the Tilt 2. From what I have been told by people on this forum, and the people at AT&T usually the excahnge group gets refurb phones in about 30 days after the release date.
Now the confusing part is... would the release date be the 8th, when the phone hit the Premiere site, or the 18th when it hit the retail channels.
I'm waiting patiently...

Well if i was at&t i wouldn't have to worry about any XBM until 20 days after the release date. I would go by the 8th one b/c if ppl who had there tilt 2 for more then 30 days and have a warranty issue with them at&t would have to switch them out since it is past the 30 day period and under the 1 yr warranty. I would wait a lil longer to be on the safe side unelss your happy with gettin another fuze.

la0xboix7o4 said:
Well if i was at&t i wouldn't have to worry about any XBM until 20 days after the release date. I would go by the 8th one b/c if ppl who had there tilt 2 for more then 30 days and have a warranty issue with them at&t would have to switch them out since it is past the 30 day period and under the 1 yr warranty. I would wait a lil longer to be on the safe side unelss your happy with gettin another fuze.
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Click to collapse
I'm FUZE'd out.
Maybe i'll call the 10th and see if they have any TILT2 in stock.

I have had six (6) warranty exchange Fuzes over the last four months. This was for a legit warranty claim.
During my call last week the CSR suggested I get a Tilt2 instead of another Fuze.....then the CSR found out that the Tilt2 was not in stock. The CSR had no idea when the Tilt2 would be in stock and suggested calling each week on Wednesday.....why wednesday?
Anyway, A brand new Pure appeared at my door step today......I called ATT about the appearance of a new phone. Apparently, the CSR sent me the Pure as a replacement device.
I don't want this device and will be returning it for a Tilt2, when they have it in stock.

Molal said:
I have had six (6) warranty exchange Fuzes over the last four months. This was for a legit warranty claim.
During my call last week the CSR suggested I get a Tilt2 instead of another Fuze.....then the CSR found out that the Tilt2 was not in stock. The CSR had no idea when the Tilt2 would be in stock and suggested calling each week on Wednesday.....why wednesday?
Anyway, A brand new Pure appeared at my door step today......I called ATT about the appearance of a new phone. Apparently, the CSR sent me the Pure as a replacement device.
I don't want this device and will be returning it for a Tilt2, when they have it in stock.
Click to expand...
Click to collapse
Have you called today (wednesday)?

g2tl said:
Have you called today (wednesday)?
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Click to collapse
If your phone that you want is not in stock they will send you whatever that is close to it.

returning sensation to t-mobile?

how do you guys do this? yesterday i called for a different issue and quickly asked about exchanging my device and they told me about insurance and i might have to pay like $150 give or take $50 (i cant remember exactly) vs paying full price if anything happens to my phone. did u guys pay or have insurance or was exchanged just like that? what was the reason for the exchange and how/what did you say?

Many of the returns you are reading about occur within the grace period that tmo has. What is the problem that you are trying to return the phone for?

i am noticing more and more sounds coming out of the case when i press on the screen. i guess its the friction from the case touching the edges of the screen.
yesterday i saw a few rows of Pixelation on the screen. rebooted and it went away.
the screen is not responding correctly on and off to touch commands. really annoying to have to try to do something more then 1 time.

Sounds like you should qualify for a full warranty exchange imo, which should also be free. How long have you had the phone for?

3 weeks ago. went on vacation the next day after it arrived 2 days ago. the rep made me do a bootloader screen restore and said she would call back tomorrow to see if it will fix the issue. my biggest concern is not qualifying and if so recieving a refurbished/re certified phone.

I also declined the silly insurance scam tmo offers.
Simply mention that this is a manufacturers warranty issue. Might also be worth calling HTC US.

Issue at a T-Mobile Store

Ive been in multiple stores to replace my T-Mobile S7 but the guys keep giving me a hard time to do so. I dont have insurance on the phone, Ive had poor battery life and bad pixel burn in as my issues they say it can be replaced they just keep pushing me away from doing so. Im the customer and I just want a replacement. I havent had this issue until the whole Note 7 fiasco. Let me know if you guys expierence similar issues...

You have to go through Samsung. Unless the devices 15 days or fewer from the time you purchased it from T-Mobile they ain't going to do anything.
Sent from my SM-G930T using Tapatalk

KillerClaw321 said:
Ive been in multiple stores to replace my T-Mobile S7 but the guys keep giving me a hard time to do so. I dont have insurance on the phone, Ive had poor battery life and bad pixel burn in as my issues they say it can be replaced they just keep pushing me away from doing so. Im the customer and I just want a replacement. I havent had this issue until the whole Note 7 fiasco. Let me know if you guys expierence similar issues...
Click to expand...
Click to collapse
Call T-Mobile and talk to somebody there.
Sent from my SM-G930T using XDA-Developers mobile app

I'm having problems with my phone and battery life since the update. Talked to the T-Mobile Rep on facebook. They sent a replacement S7 to my house within 20 minutes, no problem at all.

Grant H said:
I'm having problems with my phone and battery life since the update. Talked to the T-Mobile Rep on facebook. They sent a replacement S7 to my house within 20 minutes, no problem at all.
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I just spoke to someone at a T-mobile store , he ordered a replacement for me, it's just on backorder so I have to wait a week to pick it up at a store.

KillerClaw321 said:
I just spoke to someone at a T-mobile store , he ordered a replacement for me, it's just on backorder so I have to wait a week to pick it up at a store.
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Imagine that. They have had to replace so many "flagship devices" that its on backorder even though it has been out for like 6 months.

They actually sold a lot of s7 devices and s7 edge due to the replacement of note 7 models and as well promotions recently where they bought one s7, got one free.
Sent from my SM-G930T using Tapatalk

KillerClaw321 said:
Ive been in multiple stores to replace my T-Mobile S7 but the guys keep giving me a hard time to do so. I dont have insurance on the phone, Ive had poor battery life and bad pixel burn in as my issues they say it can be replaced they just keep pushing me away from doing so. Im the customer and I just want a replacement. I havent had this issue until the whole Note 7 fiasco. Let me know if you guys expierence similar issues...
Click to expand...
Click to collapse
If you are outside of the 15days and dont have insurance then it's not T-Mobile place to replace contact Samsung. Next time just pay the exter for insurance can't get mad at them for following rules and your lack of common sense since you got a 700$ device with no insurance

kitila said:
If you are outside of the 15days and dont have insurance then it's not T-Mobile place to replace contact Samsung. Next time just pay the exter for insurance can't get mad at them for following rules and your lack of common sense since you got a 700$ device with no insurance
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Click to collapse
They are giving me a refurbished model for $20 , he actually said that I have once chance to purchase insurance, I declined and he gave me no issues with replacement... He also told me it was funny that they are on backorder though he heard that Samsung is focusing production on them. I also asked if they are the people to go to in this situation, he said and I didn't even know "the phone has a 1 year warranty". I completely forgot and I didn't know that they covers stolen devices and other damage other than cracks and water.

KillerClaw321 said:
They are giving me a refurbished model for $20 , he actually said that I have once chance to purchase insurance, I declined and he gave me no issues with replacement... He also told me it was funny that they are on backorder though he heard that Samsung is focusing production on them.
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Thats good.to here

kitila said:
If you are outside of the 15days and dont have insurance then it's not T-Mobile place to replace contact Samsung. Next time just pay the exter for insurance can't get mad at them for following rules and your lack of common sense since you got a 700$ device with no insurance
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Click to collapse
That's actually 100% false. T-Mobile gives you a 1 year warranty with the device, and calling tech support will get you a replacement for $20, or $5 if you have jump/insurance. (Jump/Insurance also keeps the warranty going past 1 year)

kitila said:
If you are outside of the 15days and dont have insurance then it's not T-Mobile place to replace contact Samsung. Next time just pay the exter for insurance can't get mad at them for following rules and your lack of common sense since you got a 700$ device with no insurance
Click to expand...
Click to collapse
You're the one without common sense. The 15 day rule is if you aren't happy with the phone... That could be because it's defective, or you don't like it. Your carrier still provides a 1 year warranty. I've been in to stores 11, 6,5 months after purchase with a truly defective phone and the carrier replaced it every time. My store has a service center and it probably has to be a corporate store. Without one you need to call your carrier. They won't give you a new phone off the sales floor shelf (unless within 15 days) they have stock specifically for warranty exchange, most of the time they are factory refurbs, sometimes new, yet I could never tell the difference . They might not have it in stock but will order it. Normally you can pay $20 extra for overnight shipping (AT&T) Most recently was only exception as far as in store replacement . My s7 edge had a messed up home button. Also had a scratch on the screen. Local store said Samsung would probably reject the warranty due to the scratch. I left, called 611 and had a new phone the next day.
Edit: I've experienced this with 2 carriers, AT&T and Sprint. Both corporate stores. Joe Blow who has a franchise store wont replace it. The franchise store told me the same old BS that i had to call manufacturer (samsung) Calling your carrier seems to be the easiest way in most cases.

nugzo said:
You're the one without common sense. The 15 day rule is if you aren't happy with the phone... That could be because it's defective, or you don't like it. Your carrier still provides a 1 year warranty. I've been in to stores 11, 6,5 months after purchase with a truly defective phone and the carrier replaced it every time. My store has a service center and it probably has to be a corporate store. Without one you need to call your carrier. They won't give you a new phone off the sales floor shelf (unless within 15 days) they have stock specifically for warranty exchange, most of the time they are factory refurbs, sometimes new, yet I could never tell the difference . They might not have it in stock but will order it. Normally you can pay $20 extra for overnight shipping (AT&T) Most recently was only exception as far as in store replacement . My s7 edge had a messed up home button. Also had a scratch on the screen. Local store said Samsung would probably reject the warranty due to the scratch. I left, called 611 and had a new phone the next day.
Edit: I've experienced this with 2 carriers, AT&T and Sprint. Both corporate stores. Joe Blow who has a franchise store wont replace it. The franchise store told me the same old BS that i had to call manufacturer (samsung) Calling your carrier seems to be the easiest way in most cases.
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Click to collapse
If you bought the phone 2nd hand, will they still replace it under warranty?