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Call AT&t Mobility to have Captivate shut down issue resolved with a new phone

So after months of shutdowns and BS from AT&T and Samsung, AT&T has finally come through. I spoke with someone in the "Office of the President" and after checking into the issue, they overnighted me a NEW Captivate (my phone was purchased in August, so I am well out of the 30-days). Their statement was that the defective phones are not supposed to be in the new lots or refurb lots, as it is against their procedures to knowingly sell defective phones. I would suggest taking your complaints there. The number is 1-800-331-0500. Be firm and upset, but be respectful. They will work with you.
I hope this helps to resolve the issues you are all having with swapping out your defective phones with a NEW Captivate.

It will help...eventually. I did the same thing, the first phone they sent me started doing the same thing (worse even) and rebooting withing 48 hours. I called them back complaining and the woman told me they knew of the issues and unfortunately they were recycling the phones that had issues for a while. She assured me this would not happen this time around. They sent me a 3rd one at that time (with next day shipping) and I recieved it on Monday. I'm happy to say I haven't had any problems with it...YET.
We'll see. I could tell the first one they sent me was an obvious refurb (the label under the battery had only one string of numbers and nothing else on it). The one I recieved this Monday was labeled and looked like an actual new one. The other one also seemed to have had a different screen, not near as good of color and would look bad at an angle, this new one seems perfect thus far.
Good Luck!
I still have until July if I have more problems to get even more Captivates as they told me they will keep sending them and will NOT replace for a different phone.

I'm just curious, when you do this, how long do they give you to send the old phone back?

rpicaso said:
I'm just curious, when you do this, how long do they give you to send the old phone back?
Click to expand...
Click to collapse
You use the same shipping box to send it back, prepaid. If I remember correctly it's about a week before they will follow up and then after about two weeks you get charged the full price for a new phone.

The paperwork in my box stated you have 10 days.

They tried to talk refurb, but I had already gotten one of those and it shut down on me 5 times the first morning I had it. I sent that one back with a nasty note. This is definitely a new phone, with orginal packaging. The build date is 12/26/2010 (according to Samsung website) and it's a 1012 revision. I am hopeful...

smyrnaheather said:
They tried to talk refurb, but I had already gotten one of those and it shut down on me 5 times the first morning I had it. I sent that one back with a nasty note. This is definitely a new phone, with orginal packaging. The build date is 12/26/2010 (according to Samsung website) and it's a 1012 revision. I am hopeful...
Click to expand...
Click to collapse
Cool! let us know how it goes.

Does ur build. 1012 have 3 button recovery/download mode? Did it come loaded with Jh7?
smyrnaheather said:
So after months of shutdowns and BS from AT&T and Samsung, AT&T has finally come through. I spoke with someone in the "Office of the President" and after checking into the issue, they overnighted me a NEW Captivate (my phone was purchased in August, so I am well out of the 30-days). Their statement was that the defective phones are not supposed to be in the new lots or refurb lots, as it is against their procedures to knowingly sell defective phones. I would suggest taking your complaints there. The number is 1-800-331-0500. Be firm and upset, but be respectful. They will work with you.
I hope this helps to resolve the issues you are all having with swapping out your defective phones with a NEW Captivate.
Click to expand...
Click to collapse
Sent from my GT-I9000 using XDA App

born_fisherman said:
Does ur build. 1012 have 3 button recovery/download mode? Did it come loaded with Jh7?
Sent from my GT-I9000 using XDA App
Click to expand...
Click to collapse
Comes loaded with JH7. I have no idea what the 3 button download thingy you mention is. I haven't gotten into rooting phones, and etc.

What do you think of this:
I went to a warranty center and had my phone exchanged, only to find out (not until I got home) that the IMEI of the replacement phone also falls within the range of potentially problematic phones.
So, rather than settle for what they gave me, I went back the next day and asked if they had any newer phones or, more specifically, any that weren't in the range of IMEIs that have been identified by Samsung as possibly having the shutdown problem. They didn't, so then I called the 800# and talked to their Android specialist.
The specialist told me that I shouldn't worry about it, since all of the bad phones had been removed from inventory. I found that hard to believe, but was at a loss for what to say, so I ended up doing the master reset and was scheduled to talk to them again to see if that did the trick.
Should I leave it at that and assume he was correct telling me that all of the bad phones had been removed from inventory, or should I force the issue and "demand" a newer phone, so as to avoid possible problems 3, 4 or 5 months down the road (or worse, after the warranty is up)??
Anyone have any first-hand knowledge of whether AT&T took all of the bad-range phones or I'd stock? Anyone been told something similar by AT&T?
Sent from my SAMSUNG-SGH-I897 using XDA App

I am on my 4th replacement from the warranty department. They have not removed the affected phones from inventory. This 4th phone has it and is going back. I am in the middle of trying to get them to send me a new phone. I had called. they referred me to some specialist and they took my info and are scheduled to get back to me... I hope it all ends well.

Only refurbished phones
Hi,
I talked with android specialist on their warranty dept number, but they are adamant and reiterating that they can only give refurbished phones. My phone is 32 days old. 2 days over their normal 30 days return period
I feel being cheated. Is there a way to do something about it?

bulletguy said:
Hi,
I talked with android specialist on their warranty dept number, but they are adamant and reiterating that they can only give refurbished phones. My phone is 32 days old. 2 days over their normal 30 days return period
I feel being cheated. Is there a way to do something about it?
Click to expand...
Click to collapse
Have you tried bringing it back to the AT&T store? They're usually a little lenient about the 30 days.
Sent from my SAMSUNG-SGH-I897 using XDA App

This phone was purchased from amazonwireless.com. After talking with 3 different reps I was able to convince them to send new replacement phone. But they didn't promise to send me a new phone (IMEI not in defective phone's range). Lets see how it goes with new phone. Else my only option would be to get refurbished phone from AT&T.

Contact the better business bureau, the FTC, and any other complaint site. They actually responded to my BBB complaint - so it may be the best one to go thru.

After my THIRD one I got lucky and when I went to the AT&T store there was a Corp rep there. They didn't believe me at first that the warranty department told me I have to keep getting the same phone, then they called for me. After they found out I wasn't joking I got a replacement...not just a replacement, but a different phone all together (NOT the Captivate). Seems everyone at ATT is well aware that basically this phone has major defects.
Oddly I do know two other people that have one, and they have never had a problem, funny how I had a problem with my original and ALL 3 replacements....Then again, this 3rd Captivate I had when at the att store I found out was actually my original phone shipped back to me again!!! WTF!

Damn, I bought my phone on launch date and not a problem (now that GPS is fixed with custom roms for me )
Looks like those jokers at ATT just cycling defective phones and hoping for customers to just give up on wasting time and stop contacting them.
Thats ATT for you, or any big corporation for that matter.

If it weren't for the custom roms, I would feel similar. Wasn't very impressed after using stock captivate for a while. I'm glad I didn't go through that!
Sent from my SGH-I897 using XDA App

man, i'll have to check if my gf's captivate is still having the reboot issue, if so, I'll have to push for a new phone.

Fall0n said:
man, i'll have to check if my gf's captivate is still having the reboot issue, if so, I'll have to push for a new phone.
Click to expand...
Click to collapse
Have her call 877-707-6220 to explain. It's the Executive Level of customer service. I have come to learn that the people in this department can do anything - if you are nice enough to them. And, they are well aware of the shutdown issue.

[Q] Refund because of ICS (UK)

Hi,
I bought a transformer about 8 months ago and barely been able to use it for the last 3 months due to the nightmare ICS update. I feel like I have given ASUS enough time to provide a solution to the tablet resetting 5 times an hour and getting stuck doing it.
I don't want to downgrade to HC because I decided to buy the transformer as I knew it would eventually be upgraded to ICS and so I want what I paid for... I also don't want to void my warranty by putting on a custom rom.
Does anybody have any advice about getting a refund from the retailer? The sale of goods act seems to refer to items that were faulty at time of purchase, I don't know what the deal is with something that the manufacturer updates and cripples?
Thanks!

I think your out of luck if it has been 8 months. Used transformers still sell for well over 300$ (~200uk) so it would not be that much of a loss just to sell it rather than return it. You might also want to try to factory reset or reapply the update before you lose all hope for the transformer

What series is your transformer? My B90 is very smooth on ics and no issues at all.
Sent from my Transformer TF101 using xda premium

Surely if it is resetting 5 times a hour then this is a good reason to send it in for repair, or it makes no sense preserving your warranty......
Trying a custom rom is not so difficult and also with the tools and help on this forum you can easily get back to stock.
Also, just a thought, I work in a technical service role and train customers , during training I often hear that people are having problems but look for workarounds etc - I then explain that if they dont report these things then we think all is well and nothing will change. I am sure that if you call for an RMA then they will sort out your problem, ok, you will lose your transformer for a while but 5 resets an hour make it fairly unusable in my books.
Just my thoughts
Sent from my Transformer TF101 using xda app-developers app

hi,I bought a transfomer about 8 months ago and barely been able to use it for the last months due to the nightmare ICS update. I feel like I have given ASUS enough time to provide a solution to the tablet resetting 5 times an hour and getting stuck doing it.
I don't want to downgrade to HC because I decided to buy the transformer as I knew it would eventually be upgraded to ICS and so I want what I paid for... I also don't want to void my warranty by putting on a custom rom.
Does anybody have any advice about getting a refund from the retailer? The sale of goods act seems to refer to items that were faulty at time of purchase, I don't know what the deal is with something that the manufacturer updates and cripples?
Thanks!
Click to expand...
Click to collapse
I work for Comet in the U.K and the main issue that you have is that the problem is software related and not hardware related. The policy for grey goods is that if the hardware is faulty within the first 48 hours then you would normally be entitled to a refund/exchange......after 48 hours it has to be sent for repair. Software however is not part of the manufacturers gtee. This is because 1. its not the manufacturers software (which i can understand with Windows but Androids a totally different ball game as its modified extensively by some of the manufacturers) & 2. because it could be down to something the user has done to corrupt it. So bah to the consumer - its not our fault - wash our hands - cheers for your cash £$£$£
The only realistic option is RMA.........and for what its worth, its the manufacturers that dictate the returns policies. Only massive retailer like Tesco etc can absorb the costings of being able just to swap things over without testing and make up their own rules (ie chuck it in the compactor - and yes i was a manager for them aswell so know how they work)
Personally i RMA'd myself via the Asus UK online web form.......way way faster.
Theres a fair bit of paperwork involved at retail level and you have no control over when its dispatched.
I had a courier sent to me within 48hours........through the retailer it would have taken around 5 days just for pick up!..........+ they send you all the online tracking details for DHL..........the retailer gets NOTHING. Turnaround time for me was fast.......collected Tuesday & returned Friday. Via the Chez Republic!
Im not suggesting you do it but tbh if theres not much of your gtee left then i would be tempted to get some custom love onto it for a better experience. Send it first though just to be on the safe side and confirm its not hardware.

I think you should just attempt an RMA, then install custom firmware when you insure that all hardware is working.
ToD

[Q] Warranty screen repair question

I have a P6810 that was imported from Hong Kong by Expansys. My warranty is valid until August 25, 2013. The screen has a problem where it sometimes intermittently flashes dark lines on the screen. Full screen vertical lines. It's really just like those columns of pixels aren't being lite up to the same degree as the others, and not as brightly as they should be.
It doesn't do it all the time, but it has become more frequent, and it appears in all applications as far as I can tell. I have not yet reloaded the firmware because personally it seems like more of hardware problem. Either the LCD or the LCD driver is failing.
The only place that seems to be willing to work on it is Samsung Warranty Repair in Hong Kong, and they do not accept devices that have been shipped to them for repair. All warranty repair work there must be hand delivered. I'm in Hawaii and that is not an option. Expansys is of no use. They just said contact Samsung Hong Kong Warranty Repair.
Is there anybody that works on the P6810 state side? How much does it cost to replace the LCD or the motherboard? Does anybody know? It will cost me at least $60 just to ship the thing back to Hong Kong anyway, so I'm willing to investigate other options, but I don't know what they are for a specialty item like the P6810.

me too on p6800..
i have the same issue here but i am not sure if it is really hardware fail as i am using custom erobot rom v2.3

Thank you for the response
Salamonti said:
me too on p6800..
i have the same issue here but i am not sure if it is really hardware fail as i am using custom erobot rom v2.3
Click to expand...
Click to collapse
Thanks for the response. With only 2 of us responding so far it's hard to know if its just because a Super AMOLED of this size is a new technology, and there were still some bugs not worked out in the processing, or if it is as you say, and as I'm hoping, just a software issue.
My P6810 hasn't done it at all for about 2 weeks now. I'm hoping that when Ice Cream Sandwich is pushed out, that it will solve the problem once and for all.
My findings were that since mine is a p6810, it won't be fixed under warranty, and Samsung won't fix it even if I pay for it, unless I hand deliver it to Hong Kong. If I'm confident that the problem is the hardware (I'm not), then I have to buy a used p6800 on eBay and try to fix it myself. I'm not going to do that.
If yours is a p6800 couldn't it have been fixed under warranty in the U.S.? I wonder if your erobot rom 2.3 is using the same graphics driver code as Jelly Bean? In other words, was erobot rom v2.3 a custom ground up recode of everything, or did they cannibalize Jelly Bean for sections of code?
I love my p6810. I'm in Hawaii and don't have TV. I read on it every morning and watch movies on it almost every night. It's the perfect 7" tablet in my opinion, but that display issue drives me crazy.
I guess one of the morals of the store is to not trust Expansys if they tell you that they have a grey market item that is fully covered under the manufacturers warranty. They told me that, but it was not true.

i am not in US and my tb is not covered by warranty either (as i am in Egypt)
my custom rom is built on JB 4.1.2
but i know nothing about display driver so i cant figure it out

Thanks
Salamonti said:
i am not in US and my tb is not covered by warranty either (as i am in Egypt)
my custom rom is built on JB 4.1.2
but i know nothing about display driver so i cant figure it out
Click to expand...
Click to collapse
Thanks for your response. When Ice Cream Sandwich comes out, I will reply about whether or not it fixes the problem.

Arobase40 said:
Some clues you may investigate on...
On the technical aspects :
- You can try to do a factory reset and see if that solve your display issue.
- Try to flash any official ROM : HC or ICS even though this is a European version.
- If the display issue is still there, then you can consider this as a hardware failure. I don't know how Law works in your country, but you could try to find a non profit organization specialized in juridical procedures which could help you in forcing Expansys to support the warranty procedure... ^^
---------- Post added at 11:38 PM ---------- Previous post was at 11:33 PM ----------
Unless you are a good developer or a very good modder and you like to play dice, don't even try to use the eRobot rom with your P6810...
Click to expand...
Click to collapse
Thanks Arobase40.
I will probably wait until ICS comes out and then factory reset and install/upgrade to ICS immediately.
On Expansys, just as a matter of justice, I wish I could force them to do something, but my warranty expired on 8/22/13. They wouldn't answer their phone and only responded to one of several emails, saying "Contact Samsung". I think the most effective thing I can do is just let other members of xdadevelopers know what happened to me relative to Expansys.
Thanks for your input Arobase40, I appreciate your suggestions.

Arobase40 said:
I don't really understand your position about your GT 7.7 ???
As you were talking about P6810, I assumed you were talking about the International version, right ???
Then, as I said you could flash a European firmware with PC Odin as I don't think Samsung will deliver any further updates/upgrades... ^^
But whatever, and again you could simply do a factory reset to see if that solve your issue...
But if you already used a Cyanogen firmware, then just forget everything about what I said, and forget about your warranty as well... ^^
I don't understand what the members of xdadevelopers could do for you relative to Expansys, except suggesting you to contact your local non profit organization, if there is one (should be existing) ?!?!?!
Which Expansys is it ? A US one or any others ???
You have to write them an official letter as "Registered Letter with Acknowledgement of Delivery" to make things official so the warranty will be extended "indefinitely" until Expansys solve your problem...
But again, get informed yourself about your local rules or laws !!!
I got a similar problem with ASUS, as my TF101 returned 3 times in their repair center and the last time they "lost" it (it was stolen on the way to the Repair Center)... ^^
ASUS accepted to pay me back the price I paid for it but refused to compensate the prejudice as they awaited a very long time (about a month) before they just started to investigate on what happened to my device... ^^
I first wanted to go on trial with ASUS, but I tried first an official transaction with the help of a retired judge (as member of a non profit organization)...
So they finally accepted to compensate an additional 250 € of the initial 540 € price I paid (got a 60 € discount from official price)... So I got 790 € and didn't pay anything for a lawyer or for the Trial procedure...
On the other hand, if we were going to a Trial, ASUS knew they will loose and would have to pay MUCH MUCH more...
YOU are the only one to know if you want to take your chance...
Click to expand...
Click to collapse
Thanks Arobase40,
Yes I am talking about a Hong Kong version. It arrived default in Mandarin(?).
The only ICS 4.2.2 version I could find was P6810XXLPL_CSC_XEU with is the United Kingdom version. I’ve downloaded it. My preference is to use this one so that my P6810 defaults into English. I do plan to use Odin for this (probably this weekend).
My planned strategy is to do a factory reset to positively flush everything out, and then use Odin to update to ICS 4.2.2. My preference is to do everything at once, and only once, because even though I have Titanium Backup installed and running, my experience with my Nook was it still took several hours to get everything setup correctly after a factory reset.
I don’t have Cyanogen firmware installed, as my goal in getting at P6810 was to buy the best, and therefore not have to spend much time mod’ing it. I have rooted though so that I could install fonts with diacritical marks.
In terms of alerting xdadevelopers to Expansys policies, the best way to get Expansys to change their policies is enough people give them feedback during the purchasing process. If I had been able to read a post like this prior to my purchase of my P6810, I would have asked more questions and made a few phone calls, and I would have been better informed and wouldn’t have purchased from Expansys unless that had been able to give me some kind of further assurance that they would stand behind the product if it was required.
Yes it was the Expansys in the U.S. It’s the one you find on the internet when Googling within the U.S..
Thanks for the suggestion on the “Registered Letter with Acknowledgment of Delivery”.
Part of the problem is that for the past month, my P6810 hasn’t displayed the problem. I’m confident that it’s coming back sometime in the future, and probably worse, but intermittent problems are tricky to demand repairs on. If the “Registered Letter with Acknowledgment of Delivery” would get me an indefinitely extended warranty though, it could be worth it. It kind of boils down to a question of how much time would it take me versus other options. I’ll have to think about it. In any case, thanks for your suggestions.
I will try to go ahead and factory reset, then update to ICS 4.2.2 this weekend and see what happens. Actually, interestingly, my P6810 tells me that it has ICS 4.2.1 installed right now, as of early July. That surprised me when I saw it yesterday because I don’t remember that happening. I certainly didn’t do it. But maybe that’s why the screen problem went away?

Arobase40 said:
GOTCHA !!!
Sounds like there are many confusions with your explanations... ^^
1) ICS is Android 4.0.x !!!
2) 4.1.2 or 4.2.2 are Jelly Bean Android versions !!! NONE of them are available for P6810 yet and will probably never be... ^^ Yes I know, I'm very defeatist and somewhat negative in my position, but Sammy will maybe prove I was wrong...
3) If your device tells you have ICS 4.2.1, then there is something wrong somewhere !!! ^^
This is the first thing you'll have to investigate on...
4) NO ONE as P6800 or P6810 owners got a 4.2.2 Android versions, and we will most probably never get such versions... ^^
5) On Expansys policies and responsibilities concerns : have you fully been informed they would send you a H.K version when you bought this device ??? Check at this when you ordered it and what your delivery and invoice mentions/forms...
6) There may be a slight chance, but go on the Samsung US website to find out the Phone number or the mail address by which you can contact them and described your issue (after you're fully sure about the real Android version you have...) and ask them for help/support and/or a RMA to send your device for repair. They will tell you if they accept to take your device under warranty to a US repair center... ^^
In Europe, we are probably better protected against juridical aspects compared to the US, but we obtain less as damages when we win while in the US you can get MUCH MUCH more if you can afford a Trial...
7) But before going that far : backup up all your internal storage (including the Titanium Backup folder) onto your hard disk computer or an external USB HDD...
8) Optionally, use Kies to backup up all your data and apps.
9) Make sure your battery is fully charged.
10) Get into your Settings and in the Backup and Reinit tab option and select "Re establish default param" (I'm unsure about the real words, as I don't have a US/English firmware version, but you should find out...
It shouldn't be that long before it'll reboot and ask you to reconfigure your Tab.
11) Don't reinstall anything and take awhile and your time to check & assure that solve your display issues. Update your default apps with Google Play and see if that's still good...
12) Finally you'll have 2 options : restore everything with Kies or copy back the Titanium Backup folder from your backup place to the internal storage, download TB and restore everything.
If after the restore you encounter the same display issues again, then you'll know you must not do a full restore, but just your apps... ^^
13) Before you try to update/upgrade or flash anything, make sure which firmware version you're downloading and installing !!! LOL
Good luck !
EDIT : when you buy anything anywhere better is to read the terms and conditions of the Online retailers... ^^
http://www.expansys-usa.com/terms/
In the European or French Expansys website, they can't do what they want as European/French rules & laws better protect customers against such illegal restrictions !!! ^^
I guess you should have consumers organizations as the ones I was referring earlier at your place, when needed...
Click to expand...
Click to collapse
Thanks Arobase40,
1) You're right. I've just checked and its 4.0.4 installed. ICS was an update I made shortly after I purchased the unit. Since there will be no JB for the P6800/P6810, there's no point in my waiting for it.
5) There was no indication that an HK version would be sold/shipped. Also it does not indicate that anywhere on the receipt. I knew it would be a non-U.S. version, because Samsung only sells the P6800 within the U.S.
6) I tried asking Samsung's U.S. warranty repair center if they could repair it, but they go by model numbers, and the P6810 is not one that they will touch. Same thing with the U.K. Samsung Warranty Repair Center, they said that the serial # indicated that it wasn't made in the U.K., so they could not work on it. I couldn't even find anyone in the U.S. who sells parts (i.e. LCDs) for it, it's such a speciality item.
7 - 13) Thanks for the detailed steps. Since I realize now that I was completely confused about the version of my firmware, I realize that for sure, I'm going to have to do one or all of the steps you have outlined.
Thanks again!

Nexus 5 randomly shutting down

Rooted (with WugFresh) and running stock. Have switched between Dalvik and ART, problem happens on both. My phone will randomly turn off while I am not using it. Sometimes i just need to hit power and it turns back on, other times i need to plug it in to get it going again. I'm fairly new to Android and Nexus... not sure if this is a hardware or software issue.
I was afraid this was caused by me rooting it, but that doesn't make much sense as I have done the exact same things to my wife's phone and hers is fine. Is there any way I can access logs to see what happened to cause it to shut down?
It seems to be getting worse now, shut down last night (while plugged in) and missed my alarm. Then couldn't get it back on, had to hold volume up+down + power button. I am going to try a wipe to stock and if that doesn't work, i'll RMA it
Any help is appreciated!

You're on the right track flash back to stock and see if you still have a problem. If you do then it's an issue with your device.
Edit, this might help. http://forum.xda-developers.com/showthread.php?p=47156064

Returned everything back to stock and still having the issue... time to RMA?

adil_93 said:
Returned everything back to stock and still having the issue... time to RMA?
Click to expand...
Click to collapse
I would, you don't want your device randomly shutting down
Sent from my Nexus 5 using xda app-developers app

Unfortunatly, I have the same issue with my 32GB white D820 US version, which arrived yesterday here in Germany. Almost all system and user apps keep FCing (but most re) and random hot reboots after kernel panics (mainly oups 80d). It makes the phone unusable. And to be said: When I received the phone yesterday it was factory sealed and I didn't tampered with the phone in any way (though I was just about to do so ). Anyway, the issues started with the very first system boot.
A bug report has been filed in the Android bug tracker andseveral similar discussions are going on in the Google product forums.
I doubt this is a software (ie OS) related bug leading to the kernel panics, looking at last_kmsg and asort and there would be much more issue reports. It looks more like defective RAM.
I'm a professional developer since 10 years and fell in love with Android a few years ago (just to say I know what I'm doing). I did all things possible to troubleshoot. No way.
I spoke to Google's tech support and they recommended to RMA too. Here's the email I received after that call:
Hello Stephan,
Thank you for contacting Google! My name is XXX and I'll be happy to assist in this matter.
If you have already performed the steps we talked about (factory data reset and/or reflashing a factory image on your device 1 or multiple times) and yielded no results, I would advise a replacement device. From our system, however, it doesn't look like you purchased your Nexus 5 from the Google Play Store. Therefore I wouldn't be able to process that device exchange for you.
If your device wasn't purchased from the Google Play and you're looking for warranty repair service, please contact the manufacturer of your device directly.
If you'd like to return a device that wasn't purchased from Google Play for a refund, please contact the retailer from which you purchased the device for more information.
If there is anything further I can assist you with, please feel free to reply directly to this email or visit our help center at
http://support.google.com/googleplay/bin/request.py?contact_type=contact_policy&policy=hardware
Sincerely,
XXX
The Google Team
Click to expand...
Click to collapse
So, if you ordered from Google Play Store, here are the relevant links:
General return, refund and replacement instructions: https://support.google.com/googleplay/answer/2411741?hl=en
Contact form to request an RMA form (for US purchases only!): https://support.google.com/googleplay/contact/c2c_hardware_ordering
List of Google Play hardware support team phone numbers by country: https://support.google.com/googleplay/answer/3053039?hl=en
Otherwise contact your local LG support here https://www.lg.com/
Because I did not purchased mine via Google Play they won't replace mine (as you've read in their mail). But I also spoke to LG already today and they'll replace mine. Gonna send it back tomorrow. (so saaad. won't let it go again... )

I hope you don't need a Limited Edition replacement.... + INFO ON FACTORY IMAGES

I've been having some issues with my Razer Limited Edition so I started a chat with Razer Support. I also got news on why they won't tell us when to expect factory images.
Chat Transcript from Razer:
However, wait for the warranty team to contact you in order to proceed.
Me (3:31:29 PM):I'll wait, yes. How long is the shipping on the replacement and is it going to be the green limited edition that I originally purchased?
Mobile Support (3:33:35 PM):Usually, it takes between 3 to 5 working days. Usually.
As for the replacement, It is not something I can tell however I will add a note stating that you had a the limited edition and wish to receive the same.
Me (3:34:44 PM):So is there a possibility I would not be receiving the limited edition as a replacement?
Me (3:35:16 PM):I did order that specific model. Surely the warranty replaces it?
Mobile Support (3:36:24 PM):As it should, yes. Which is why I will add a special note to your case. Give me one minute, I will clarify this with one of my superior.
Me (3:36:32 PM):Thank you
Mobile Support (3:41:17 PM):I have just had feedback from my superior.
The limited edition has been sold out, and we believe your replacement to be a normal edition.
This being said, I will still add a note for the repair center to see and if they can manage to get their hand on a limited green edition unit for you. At this stage, I cannot promise anything and I do apologize for that.
Factory Images Info:
Me (3:42:55 PM):In that case I'd rather stick with the phone I currently have as when the factory images come out I can flash this device to its original firmware and OS.
Me (3:43:07 PM):hopefully that will fix the issue
Me (3:43:46 PM):Therefore please cancel the warranty replacement
Me (3:44:43 PM)n another note, does your superior have information available on when the factory images will be available?
Mobile Support (3:45:16 PM):They do, however it is not something they can disclose I am afraid.
Me (3:45:33 PM):Why is that?
Mobile Support (3:45:43 PM):More and more update are to come in order to solves most issue you may encounter with the Razer Phone.
Me (3:45:57 PM):I'm glad to hear that
Mobile Support (3:46:03 PM)olicy is the reason.
Me (3:46:28 PM):I see. Thank you for that information. I appreciate your time.
Me (3:47:02 PM):Have a great evening
Mobile Support (3:47:16 PM):Thank you for your understanding and kindness throughout this process.
Mobile Support (3:47:23 PM):Have a great evening as well .
Seems they actually DO know when the images are to be released, but "policy" restricts them from telling us.

I would tell them you're taking the sticker off to put on the new phone.
I actually thought about printing some. ?
Then everyone can experience the Limited Edition.

Tbh in most cases CS reps know very little on a company level so evethying they say has to be taken with a grain of salt