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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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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.
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Have you called today (wednesday)?

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

Best buy protection plan, any users?

Just wondering if anyone else went in on this plan. For $10 a month the phone is covered and insured with no dedudtible for any reason (as long as you bring ima piece of the phone in. Also is covered for scratches or anything else. Anyone have this or have negative reasons on it? JW as I'm fairly skeptical even though I put in for it. (Cancel at any time)
Sent from my Nexus S using Tapatalk

I'm glad there are other people that brought this up. I have this too and fully intend to utilize it, as the damn platinum case has scratched my phone and I'm anal about that. They will surely lose money off me from this. I'm wondering how hard a replacement will be to get with the black tie protection. Also, once you make a claim, can you make another down the road or is it one and done?
Sent from my Nexus S using XDA App

I bought it. for $10 a month with no deductible I totally think it's worth it. and it's so much easier just bringing it in the store as opposed to having to send it to tmobile.

I'm glad you guys have utilized the plan. As a mobile manager for best buy i can assure you that your phone will be covered for repairs and accidental damage. Water damage is covered also. I recommend filing a claim for battery replacement right away since it is part of the coverage, so now you'll have an extra battery (which you only paid $10 for). Let me know if you guys got any questions.

I did too. I got the impression that the it would always be required to be sent out to see if it can be fixed or needs replacement. Not like the iPhone where they give a refurbished at the register. But, better than tmobiles warranty. Probably keep it no longer than 6 months.. diminishing returns and all that.
Sent from my Nexus S using XDA App

We usually give you a comparable loaner phone depending on which model you have. Obviously it won't be a high end android but it's better than nothing. Here's the loaner phone lineup in my store.
Sprint - Samsung Intercept, HTC Hero or LG Optimus
T Mobile - MyTouch Slide, LG Optimus T
At&T - HTC Aria
VZW - Moto Devour, Moto Droid

Greenarcher707 said:
I recommend filing a claim for battery replacement right away since it is part of the coverage, so now you'll have an extra battery (which you only paid $10 for). Let me know if you guys got any questions.
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How do you do that?

When you make a claim they have to order a phone? As in it's done through the mail?
The warranty is nice but since I've already gone through 3 exchanges for defects, I'd be worried about getting another with banding, creased glass, or unresponsive back button if I can't actually see the phone in person.
Sent from my Nexus S using XDA App

Thanks greenarcher. I didn't know that.
Sent from my Nexus S using XDA App

I bought a SquareTrade warranty. $99 for 2 years, and you can get a refund anytime and the unused portion is refunded back to you.

anyone have horror stories with the Black Tie Protection plans?

Anymore info on the black tie plan? I've got my new accessories on order and I need to know if there's any stipulations with the warranty
Sent from my Nexus S using XDA App

robstunner said:
How do you do that?
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Call the 800 number on your black tie protection brochure and request for a battery replacement. They will mail you the battery, no other steps needed. Verify your mailing address to be on the safe side.

Jayrod1980 said:
When you make a claim they have to order a phone? As in it's done through the mail?
The warranty is nice but since I've already gone through 3 exchanges for defects, I'd be worried about getting another with banding, creased glass, or unresponsive back button if I can't actually see the phone in person.
Sent from my Nexus S using XDA App
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You will have to visit a Best Buy store so you can get a loaner phone while your device is out for repair. We have a strict no lemon policy so if it's considered defective 3 times / or deemed unrepairable you are eligible for a replacement for the same phone or get credit towards a device of your choice.

looking for a horror story? right this way sir....
i had a problem with white spots on my screen and the usb port on the phone not charging. i took it into best buy so the could send it off for repair. what these guys are failing to tell you about the loaner phones is that a $150 deposit is required. anyhow, 2 weeks later i get a call that my phone is in. well, the screen issues weren't even addressed and while the usb port now charges, i can't transfer data using my pc. so i had it right back, while still in the store. they said it would have to be sent out again, but will be marked for escalation, which i'm told means it will be sent overnight, bumped up in que for immediate repair and sent back overnight. flash forward one week and i find out that my phone was sent through general mail, meaning it took the phone one week to arrive at the tech center. i asked why it wasn't overnighted. yesterday i got an email from a geek squad representative saying that while they apologize for the inconvienence, the store's request that my phone be escalated was denied. no reason given when asked why. so i am going to be without my phone for at least a month, which i am finding out is the norm when dealing with BB and black tie protection. my advice would be to avoid BB altogether.

if we dont opt in for the store insurance, do we call google or samsung if the phone breaks down from anything besides user wear?

BrianDigital said:
if we dont opt in for the store insurance, do we call google or samsung if the phone breaks down from anything besides user wear?
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yes, they may or may not re-direct you to samsung though.

jackpearce said:
looking for a horror story? right this way sir....
i had a problem with white spots on my screen and the usb port on the phone not charging. i took it into best buy so the could send it off for repair. what these guys are failing to tell you about the loaner phones is that a $150 deposit is required. anyhow, 2 weeks later i get a call that my phone is in. well, the screen issues weren't even addressed and while the usb port now charges, i can't transfer data using my pc. so i had it right back, while still in the store. they said it would have to be sent out again, but will be marked for escalation, which i'm told means it will be sent overnight, bumped up in que for immediate repair and sent back overnight. flash forward one week and i find out that my phone was sent through general mail, meaning it took the phone one week to arrive at the tech center. i asked why it wasn't overnighted. yesterday i got an email from a geek squad representative saying that while they apologize for the inconvienence, the store's request that my phone be escalated was denied. no reason given when asked why. so i am going to be without my phone for at least a month, which i am finding out is the norm when dealing with BB and black tie protection. my advice would be to avoid BB altogether.
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Thats a little hard to do if you live in America and want a Nexus S. People often forget that stores are chains and that while service might be horrible at one location, it will be different at another. I used to work for BB (I quit because I hated the corporate morality towards their employees) but our store had amazing customer service which is still does (I bought my Nexus S there). However, the BB in the next city of sucks donkey balls. We very often had people coming from that BB into ours and telling us how incompetent we were until they realized we were different than the other store.
I've known a lot of people who have had great luck with black tie. And a few who had bad luck. Its people, not the company. If you have an issue with a location, complain to corporate or don't buy from that one and go to another.

Go to BB own website. Visit their community forums, especially the Best Buy & Geek Squad Policies. You will find that black tie protection and BB customer service is going down the drain at a record pace. Not every complaint is legitimate for sure, but notice that on not 1 single complaint does BB take responsibility for anything. It is always just a mistake, a error on someone else's part or it is beyond their control. Never a "whoops, sorry about that. Here, let us make that up to you."

jackpearce said:
Go to BB own website. Visit their community forums, especially the Best Buy & Geek Squad Policies. You will find that black tie protection and BB customer service is going down the drain at a record pace. Not every complaint is legitimate for sure, but notice that on not 1 single complaint does BB take responsibility for anything. It is always just a mistake, a error on someone else's part or it is beyond their control. Never a "whoops, sorry about that. Here, let us make that up to you."
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Have you ever heard a corporation say that publicly? I saw and made sure every customer walked out happy when I worked there (again, I left because of corporates attitude towards us, the employee). I happily got the protection because I know the store to which I would be going and I know they will have my ass.

Charge vs Razr

I was offered a razr in exchange for my charge. How does the razr stack up against the charge. Particularly the camera but everything in general. I understand it has a locked bootloader. Still learning about all that stuff because ive always had a sammy phone and could flash things very easily.

Razr. I don't know about the camera but everything else is better. They got around the locked bootloader with dual booting.

Razr. It works and it has a future. Our devs have done a fantastic job but Samsung & Verizon have ensured that this phone will hit EOL in the not too distant future.
Still Charged Up

Reilly1812 said:
Razr. It works and it has a future. Our devs have done a fantastic job but Samsung & Verizon have ensured that this phone will hit EOL in the not too distant future.
Still Charged Up
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Yeah I kinda think it's an embarrassment for them. I knew I was buying a sub-standard phone before I bought it. The reviews said it had garbage for software and nowhere near enough ram. But they also said that it showed some promise with better software. I thought about waiting for a better one to come along but there was also the talk of Verizon ending unlimited data for new users. It was truly a case now or never. Sure enough just a few weeks after I got it they ended unlimited data.
All it had going for it was it was better than the Thunderbolt and that other phone that came out just after it did. I think it was HTC but I forgot the model. Anyway the T-bolt ate it's battery too fast and wouldn't stay running. I got to compare the HTC phone side by side with my charge and the display looked washed out. The good thing that came from my decision is that I have unlimited data.
Sure enough our developers have turned it into a good phone. Now it's hard to decide whether to keep it or get a better phone. The battery life of the Razr Maxx looks mighty good. Getting around the locked boot loader by dual booting looks good too. They say Motorola has better radios than Samsung.
The big deal is a phone with this little ram really looks bad compared to the new phones. I think that's why they are trying to sweep it under the rug.

stueycaster said:
Yeah I kinda think it's an embarrassment for them. I knew I was buying a sub-standard phone before I bought it. The reviews said it had garbage for software and nowhere near enough ram. But they also said that it showed some promise with better software. I thought about waiting for a better one to come along but there was also the talk of Verizon ending unlimited data for new users. It was truly a case now or never. Sure enough just a few weeks after I got it they ended unlimited data.
All it had going for it was it was better than the Thunderbolt and that other phone that came out just after it did. I think it was HTC but I forgot the model. Anyway the T-bolt ate it's battery too fast and wouldn't stay running. I got to compare the HTC phone side by side with my charge and the display looked washed out. The good thing that came from my decision is that I have unlimited data.
Sure enough our developers have turned it into a good phone. Now it's hard to decide whether to keep it or get a better phone. The battery life of the Razr Maxx looks mighty good. Getting around the locked boot loader by dual booting looks good too. They say Motorola has better radios than Samsung.
The big deal is a phone with this little ram really looks bad compared to the new phones. I think that's why they are trying to sweep it under the rug.
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I went to a Verizon store the other day and they still had an ad playing on the tv for this phone.
Sent from my SCH-I510 using Tapatalk 2

JihadSquad said:
I went to a Verizon store the other day and they still had an ad playing on the tv for this phone.
Sent from my SCH-I510 using Tapatalk 2
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They still have a bunch of them in stock cause nobody wants them.

Undzis said:
I was offered a razr in exchange for my charge. How does the razr stack up against the charge. Particularly the camera but everything in general. I understand it has a locked bootloader. Still learning about all that stuff because ive always had a sammy phone and could flash things very easily.
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how did you get offered a Razr, and which one is it (the regular, new M, or Maxx)?

jco23 said:
how did you get offered a Razr, and which one is it (the regular, new M, or Maxx)?
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it was the reg razr.
First they sent out new sim cards to see if that would fix the issue. it didn't so they did put in a trouble shooting ticket to see if it was the network since both my phones had the same issue. the trouble shooting ticket came back fine and that it must be my phones.
Ive been sent 8 different charges in the last yr. Ive gotten clnr that had everything from blown speakers, constant fc that wasn't solved by factory rest, to different screen issues. I calmly and politely argued my point that somebody clearly isn't doing their job. I told them that i wouldn't except another clnr charge. I have no faith in the device that was gonna be sent to me would be in good working order. They keep telling me that it was policy to replace it with the same model. I told them that they could offer a different device if they really wanted to and in fact i was offered other devices in the past since i had gone through so many clnr charges that were sent out to me defective. I just refused to take any of the other devices (at the time the other devices offered wasn't as good imo). It would be up to their manager to authorize it. The tier 2 tech keep insisting that he could only give me the same device. So i asked to speak to his manager.
The manager repeated the same spill. So i keep telling her that after 8 charges i wont take another. she suggested that i use my upgrade. i told her that i shouldn't have to buy a new phone when im under warranty to get a fully working phone and use the service i pay for. I also noted that if i did use my upgrade. I would have to spend more money on 2 new phones (since mine and my wifes phone was having issues). I would lose my unlimited data, which would cause my monthly bill to go up and would open up the possibility for data overage charges. Lastly i would have to pay 30x2 to use my upgrade. This was asking way to much of me just to get a working phone. As a new customer i wouldn't have to pay out so much. The manager replied that even new customers would have to pay the $30 activation fee. I told her that with all due respect Its very easy to get the new $30 activation fee waved. If verizon didn't want to do. then you could easy go to best buy or some other 3rd party retailer and they will do it and offten times can get a better deal on the phone or combo pack that you wouldnt get through verizon.
She kept insisting that she could only send out the same device. So i told her i understand her view point but please understand mine. I added That I feel as if im being treated differently because now im off contract and i either upgrade to put me back on contract or go through the nightmare of clnr charges that i had already experienced.. Where as before, when i was going through all the bad clnr charges i was offered different devices multiple times but i declined to take them. But at the time i was still on contract. I also told her that it was disheartening to feel this way since im still a paying customer and have been loyal to verizon for yrs now regardless of contract or not. Afterwards I told her that ill let her go since we cant seem to find a solution and i don't want to waste anymore of her time. Ill call back later after i figure out what to want do next.
Thats when she asked me to hold for one min. After maybe 30-60 secs she came back and said that she could replace it with a reg razr only and that it was the best she could do. I told her that i really didn't know that much about the razr but if its at least as good as the charge then that would be fine. she told me that it was actually better because and it used newer hardware. I told her that it would be fine and that i really appreciate her help and was glad that we could come up with a solution. Then she went through the clnr process but for razrs instead of charges.
i called around lunch time. But i noticed that late night they seam to be more willing to work with you. Just food for thought though. i hope this helps ya. sry for any typos im trying to watch my kids, help with homework and type at the same time.

50.00 deductible for 600.00 phone, should I be worried?

Today, while running with my son on a nature trail, a freak accident happened. The stroller hit a rock in such a way it launched my phone from a holding pouch into the air and onto the ground shattering the screen. (i run over 75 miles a month for the last two years, so never dreamed of this happening) I was devastated, especially since it's a month old and since i'm one NEXT i can't really afford an extra 200 bucks. I went onto the phoneclaim website and tried to file a claim, initially telling me my deductible was 199.99 but my g3 wasn't listed and it told me to call to file the claim.
So, I call the number, speak to someone. She asked me about the damage, and what accessories if any i was claiming. I told her just the phone, no accessories or sim card - since that stuff was in tact. After putting me on hold, she asked me about the color of the phone, repeated the LG G3, asked me to verify identity questions (which amounted to my street address) and said that my deductible was 50.00 which would be applied to my bill. Now, i said
"not that i'm complaining, but this is the 32gb white LG G3 we're talking about, correct? "
"she replies yes sir"
"I said not only did the at&t rep tell me 199.99 when i signed up for the insurance, but the website also told me 199.99 when i entered in my number"
"she said I wouldn't complain either sir, it states 50.00 here with 1-2 business days shipping"
So, what are the odds something bad is going to happen here?
Ie: the wrong phone replacement, not a phone at all, but like a battery or something... i dunno.
Just can't wrap my mind around everyone saying 199.99, then being told 50.00 for 600 phone. ....
should I be worried?

Did they send you a confirmation email? If not, call back with the case # and get them to email that to you.

Storm T said:
Did they send you a confirmation email? If not, call back with the case # and get them to email that to you.
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They did, but all it states is that the claim is been received and being processed and a tracking number will be provided once it ships.

I'd imagine you're good to go at $50 since she told you that.

Storm T said:
I'd imagine you're good to go at $50 since she told you that.
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It's a good thing I went back to the site.
They had me for a replacement of the G3 VIGOR, not the G3 D850. When I called back, they asked me a ton more questions plus i have to sign an affidavit and send in a copy of my license. Then she told me an adjuster would call me and let me know if it would be replaced or not. She also said had i not called back i wouldn't have even gotten a new phone because the last person screwed up.
But, seriously... what am I paying insurance for if they will let me know about the replacement... i'm pretty sure we pay insurance for this exact issue.
I dunno, what a headache.

That sucks! I've replaced one that way before and I never had to give them a copy of my license? I'd sure be *****ing. Good luck!

Unfortunately this happened to me a week after I had my phone. The deductible was 165$ & they tried to give me an lg g2. Luckily I called back and had it fixed. It was a quick yet expensive lesson. And yes, I had to do the same with my license and an affidavit. Hope it goes well for you.
Sent from my LG-D850 using XDA Free mobile app

petros855 said:
Unfortunately this happened to me a week after I had my phone. The deductible was 165$ & they tried to give me an lg g2. Luckily I called back and had it fixed. It was a quick yet expensive lesson. And yes, I had to do the same with my license and an affidavit. Hope it goes well for you.
Sent from my LG-D850 using XDA Free mobile app
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Click to collapse
No such luck for me. I've had my claim denied twice now. I've filled out three affidavits, sent in various pics of the phone and barcodes, license etc. I've mad a trip to the AT&T store all to no avail.
The reasoning is all very vague, like telling me my time of occurrence and date of last usage don't match, or that they've even tried telling me i don't own a G3 lol.
Worst experience ever...
I'll end up trying to contact LG and see if i can just get them to replace the screen for the 200 bucks it will cost or whatever.
sigh.

st0nez0r said:
No such luck for me. I've had my claim denied twice now. I've filled out three affidavits, sent in various pics of the phone and barcodes, license etc. I've mad a trip to the AT&T store all to no avail.
The reasoning is all very vague, like telling me my time of occurrence and date of last usage don't match, or that they've even tried telling me i don't own a G3 lol.
Worst experience ever...
I'll end up trying to contact LG and see if i can just get them to replace the screen for the 200 bucks it will cost or whatever.
sigh.
Click to expand...
Click to collapse
That's weird that they say your " time of occurrence and date of last usage don't match"
Are you rooted and did you remove lots of apps like carrierIQ?
Do you think they are just BSing you?
Lol this makes me want to cancel my insurance...
Sent from my LG G3

Craleb said:
That's weird that they say your " time of occurrence and date of last usage don't match"
Are you rooted and did you remove lots of apps like carrierIQ?
Do you think they are just BSing you?
Lol this makes me want to cancel my insurance...
Sent from my LG G3
Click to expand...
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Now that you mention it. I am rooted, i removed the bloat and carrierIQ the day I got the phone.
I might just have to send my phone to LG for a screen repair and call it a day. I'll keep you all updated when they deny my claim again tomorrow lol.

Insurance on anything that depreciates like a smart phone is a scam. I would never and have never gotten phone insurance. I keep one old phone at all times just in case this happens.

t1n0m3n said:
Insurance on anything that depreciates like a smart phone is a scam. I would never and have never gotten phone insurance. I keep one old phone at all times just in case this happens.
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Click to collapse
I would normally agree. I've only ever gotten insurance once, and it was for this phone. I also kept my galaxy s3 just in case this very thing happened. But, since i'm on the next program, i'll be damned if i'm paying 600.00+ for a phone that i can't use, even if it means i have to fork out extra for a replacement.
All that said, they actually approved my claim after several denials - nothing ever changed with the paperwork.
Now i just have to keep my fingers crossed that i get a new g3 replacement (or damn near like new referb). I hope it's not a heap of junk replacement like i've read in other stories about asurion.
Now, i've actually heard great first hand things about square trade insurance, cheaper payments, cheaper deductible, and no questions asked claims. some folks my wife and I work with use it and had nothing but good things to say about them, which is where i'll be headed to after my replacement.

*Shrug* Whatever floats your boat. Cracked screen repair for the G3 is about $150 direct from LG. They are going to send the phone to LG to repair it. Probably at a volume discount. They probably make a ~$100 profit on the G3 every time someone uses their warranty. Every phone claim is a profit for the company. If it is not, then they deny the claim. This is why I call it a scam. You are paying them monthly for the privilege of maybe having to let them profit off of you.
---------- Post added at 04:15 PM ---------- Previous post was at 04:08 PM ----------
st0nez0r said:
Now, i've actually heard great first hand things about square trade insurance, cheaper payments, cheaper deductible, and no questions asked claims. some folks my wife and I work with use it and had nothing but good things to say about them, which is where i'll be headed to after my replacement.
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Haven't heard of this before, this looks like much less of a scam than the Assurian BS scam.
Interesting! Thanks for mentioning it.

I just get a rubber tpu bumper case and a screen protector and forget the insurance

Hi st0nez0r,
We’re glad to hear that ultimately we were able to get this resolved and a replacement device is on its way to you! This is not a typical experience and we’d hate to lose a valued customer. While we understand that paperwork is never fun we have the affidavit process in place for your protection. This helps prevent fraudulent claims against your account and helps keep premiums from rising. We recognize the cost associated with replacing a device which is why it’s our goal to help our customers save money while also getting them reconnected quickly should they experience a covered loss. In addition to covering physical damage, we also cover liquid damage, loss and theft; where most do not.
While we do use both new and certified-like new devices, keep in mind, all replacements come with a 12 month limited warranty. Should you experience any warranty failure, we’ll replace the phone at no additional cost.
We appreciate you sharing your experience, as it helps us to improve the services that we offer. Please let us know if you have any other questions or if we can be of further assistance.
Thanks,
Asurion Social Media Team @AsurionCares
www.phoneclaim.com

AsurionCares said:
Hi st0nez0r,
We’re glad to hear that ultimately we were able to get this resolved and a replacement device is on its way to you! This is not a typical experience and we’d hate to lose a valued customer. While we understand that paperwork is never fun we have the affidavit process in place for your protection. This helps prevent fraudulent claims against your account and helps keep premiums from rising. We recognize the cost associated with replacing a device which is why it’s our goal to help our customers save money while also getting them reconnected quickly should they experience a covered loss. In addition to covering physical damage, we also cover liquid damage, loss and theft; where most do not.
While we do use both new and certified-like new devices, keep in mind, all replacements come with a 12 month limited warranty. Should you experience any warranty failure, we’ll replace the phone at no additional cost.
We appreciate you sharing your experience, as it helps us to improve the services that we offer. Please let us know if you have any other questions or if we can be of further assistance.
Thanks,
Asurion Social Media Team @AsurionCares
www.phoneclaim.com
Click to expand...
Click to collapse
This was quite unexpected but appreciated.
Honestly, In terms of cellphones, dealing with Asurion was one of the worse experience I've ever had in the history of owning a cell phone. While I understand the need for paperwork and whatever various methods you use to combat insurance fraud,
beyond those measures is where I had the real problems:
Dealing with rude/obnoxious customer support representatives (just one, but one too many.)
The run around game. Sending me to an AT&T store to obtain info, then to be belittled by another rep for doing what I was initially asked to do. (referring to the same rep as above)
Lack of information and communication during the process. In some cases I didn't get a call or email explaining why my claims were initially canceled. I had to call back for that info.
The website is not all that great either. one example would be filling in your first/last name, phone number, email, and social just for an update. How about a tracking number process or something.
No option to contact/talk to support after paperwork is submitted for review. If you have questions/problems you can't speak to anyone during that process. You're greeted with a phone message stating your stuff is under review and that you'll be contacted. then hangs up on you. I guess this is in place so work can actually get accomplished without being overwhelmed by calls, but still...
In the end I did receive a brand new replacement device. The return process was also a snap.
I've learned my lesson at any rate. I invested the extra money in a spigen slim armor case and tempered glass protector.
Thanks for replying to this post.

I almost had a similar experience with Asurion, but ultimately a good one. It all started with initiating my claim over the phone, just to discover no record of my claim upon following-up. The follow-up rep offered to resubmit or direct me to the website, where I'd be able to print documents required and receive confirmation/ updates upon successful submission.
After downloading, printing and competing the affidavit, I was able to scan and upload, along with my ID. This took less than 15 minutes.
I had a brand new phone, shipped from AT&T within a couple days. I've been a wireless dealer, and the Asurion representative's explanation about hurdles preventing fraud are entirely valid. The $200 deductible + my first monthly premium is not a scam- they ate maximum money on my claim, particularly as my replacement was NOT refurbished. I'm still only paying AT&T for one phone. Asurion bought the majority of the other. My deductible will be used to minimize the loss, likely through repair and reuse for a future claim. Loss/theft is an even bigger loser. Their money is made from premium revenue that exceeds claims expenses.
While it sounds like they could tighten up their call centers, if Asurion has replaced your $600 phone, they've certainly not robbed you.
Sent from my LG-V410 using Tapatalk

This is why I never use the carrier insurance it sucks and the more the customer service... All my devices I always go with SquareTrade, only $5.00 a month and $75.00 deductible.

Essential customer service and should you buy an additional warranty?

Hi guys,
I am planning to buy the Essential phone. However due to some worrying issues read about everywhere I need to ask the question.
Is the Essential customer service any good. Will they respond fast, accept to return the phone due to factory defects or software issues if any? Or should I buy it from Best Buy and get a protection plan for it?
Thanks in advance for any replies
Have a nice day.

I personally don't buy protection plans, I think it's kind of fun to shop for something else if your phone malfunctions or gets stolen, neither which have ever happened. I did have a software issue with the camera. I just created a ticket online and had a guy try to email me a couple of times, I emailed him back a couple of times, and then he asked for a time when he could call me live.
Sent from my PH-1 using Tapatalk

cfclay said:
I personally don't buy protection plans, I think it's kind of fun to shop for something else if your phone malfunctions or gets stolen, neither which have ever happened. I did have a software issue with the camera. I just created a ticket online and had a guy try to email me a couple of times, I emailed him back a couple of times, and then he asked for a time when he could call me live.
Sent from my PH-1 using Tapatalk
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I never had a protection plan, but in this case I've heard some unpleasant stories about the Essential customer service. i try not to believe 100% to these kinds of things but got to take this in consideration.

I buy Square Trade. Mostly because I sell my phone's frequently and the person getting the phone gets a warranty and I don't worry about unsatisfied buyers. That being said, Square Trade is cheap insurance.

I think the phone is a piece of ****, but, having said that, I'm in the middle of the replacement process which takes about two weeks, and they already ****ed that up by sending automated emails out of order that were (they said) supposed to go to someone else or something . so I didn't get a shipping label I was supposedly given. But they're nice about it at least and their email replies are quick, though strikingly unprofessional...

i killed tupac said:
I think the phone is a piece of ****, but, having said that, I'm in the middle of the replacement process which takes about two weeks, and they already ****ed that up by sending automated emails out of order that were (they said) supposed to go to someone else or something . so I didn't get a shipping label I was supposedly given. But they're nice about it at least and their email replies are quick, though strikingly unprofessional...
Click to expand...
Click to collapse
Got the phone. It is in a 14 days trial for now. except for one freeze at the very beginning while updating nothing else is wrong.
I think the freezing was because of the Nova Launcher. Removed it and put the Microsoft Launcher. It now runs 4 days without a hitch and it is a beast of a phone. Will see at the end of this week...