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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?
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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...
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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...
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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.
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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.

New Verizon policy on replacing 4G devices?

So on Saturday i called Verizon to complain about my proximity sensor not working... i couldn't take hanging up on my friends anymore, and I did try blowing it out with compressed air... No dice.
We went through the normal troubleshooting routine. "Did you try pulling the battery?" "Lets try a Factory Reset" "Call #237 and try to trip the sensor" "Have you tried turning it off and back on again?" with exception to the last one... IT Crowd anyone? Well once the rep was satisfied that I wasn't BS'ing him, we started the replacement process. I gave my address and the whole normal routine, i was placed on hold for a few minutes as the "order wouldn't go through" or something....
At that point I was told that a new policy had been put into effect with replacing 4G devices.... Verizon was going to have to send me a "Recovery Box" where I had to send back my Thunderbolt, and they would send me the replacement within 3 to 5 days. WTF! I explained that this was ridiculous and such, and kindly asked to speak to a supervisor who told me the same thing.
Today, i received the "Recovery Box", and will be sending my Thunderbolt back. What interested me was this paragraph that was in the "RETURN INSTRUCTIONS FOR YOUR 4G LTE DEVICE" pamphlet: (I will gladly scan and post if there's interest...)
"NOTE: For problems covered under the manufacturer's warranty, you will receive a replacement device within 3-5 business days after shipping your defective device. Your replacement device may be reconditioned.
For problems not covered under the manufacturer's warranty, your defective device may be returned to you in the same condition."
I'm wondering if after all of the issues with rebooting phones simply being a software upgrade, if Verizon is doing this to prevent any more of their CPO phones going out.... and if those reboot phones will just be updated and sent back to customers... Anyway, that was my story. Anyone else have this issue.... or was a lot of smoke just blown up you know where?

Never seen that before mine was just sent in like a few days back with no problems
Sent from my ADR6400L using Tapatalk

It's probably so they can avoid replacing phones for things like water damage or dropped phones (i.e. obvious user inflicted problems).

I believe they are trying to force us to use the insurance if we have it and screw us if we dont. I have a TB, but just had more or less the same thing happen with my sons Casio phone. The Casio needs a battery but verizon doesnt have them and can not find one for it. Was sent the like new referb #3 and told to put old battery in #3 then file insurance claim because of battery. Doesnt this sound a wee bit like fraud. Still has manufacture warranty on it. My thought is that we still have the manufactures warranty on our TBs maybe we should try contacting HTC for that warranty,
as verizon doesnt seem to want to stand behind the products they sell any more. Or pay the $99. 00 deposit and loose our TBs. I am very unhappy with verizons customer service and I believe that like Sprint was 3 years ago we will get told to go screw ourselves live with your junk phone, shut up and pay your bill any way. Thats why I left Sprint after 8 years. Verizon is #1 now and will forget about us customers that got them there. I feel bad things coming in the near future
Sent from my ADR6400L using XDA Premium App

I had to get mine replaced and they sent me one overnight with no issues. I had to pay 12.99 for the overnight shipping instead of waiting for snail mail to bring me a new phone. I had no issues with anyone on the phone. This was last week btw. Sounds like either have had a couple replaced and they want to check it first or you got some person being a prick on the phone.

Get bestbuy insurance. They will replace it in the store. Mine had a speaker problem and they took about 15 minutes to review it and showed geek squad while I walked around the store. 15 minutes later I hear my name is needed in mobile. The said ok we do see there is a technical malfunction and you will get a replacement.

Sounds like user error to me...

SOUNDS LIKE RULE CHANGE 101.
Is the recovery box for t.e.c. cause the reason its purchased is to always have a phone shipped next day if under 12pm.
Sent from my ADR6400L using XDA App

I had mine replaced last week with no problems, and again on Monday (the 2nd replacement) which I should have on my doorstep when I get home. Last week they sent it ground for free and I would've had to pay $12 for overnight, yesterday they did overnight for free.
Edit: the first time I called they said I had to go into a store to have them check it out, I was rooted and running BAMF. I put it back to stock to take it into the store and had no problems from then on.

Were you rooted/running a different Rom? That may be why they told you that.

It's probably so they can avoid replacing phones for things like water damage or dropped phones (i.e. obvious user inflicted problems).
Click to expand...
Click to collapse
Well then they would charge the customer $500+... isn't that a 'win' for them?
Get bestbuy insurance. They will replace it in the store. Mine had a speaker problem and they took about 15 minutes to review it and showed geek squad while I walked around the store. 15 minutes later I hear my name is needed in mobile. The said ok we do see there is a technical malfunction and you will get a replacement.
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Click to collapse
I had nothing but trouble with their "Black Tie" insurance a couple years ago...
Is the recovery box for t.e.c. cause the reason its purchased is to always have a phone shipped next day if under 12pm.
Click to expand...
Click to collapse
Yeah its TEC, if you mean i'm sending it back to VZW. *confused*

eraursls1984 said:
Were you rooted/running a different Rom? That may be why they told you that.
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Click to collapse
Before my call to Verizon, yes I was rooted.... but I unrooted, made sure the problem was still there, and then called in to troubleshoot with Tech Support

Topher227 said:
Before my call to Verizon, yes I was rooted.... but I unrooted, made sure the problem was still there, and then called in to troubleshoot with Tech Support
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Click to collapse
I think he meant did you tell them you were rooted. I mean that should be obvious not to, but you never know

No, i didn't tell them i was Rooted....
"Whats Rooting?"
would have been my response, if asked by VZW tech support....

Hmm this is a first for t.e.c. diag hard reset prob still there reman sent out.
Sent from my ADR6400L using XDA App

I went to the store last night and had them confirm the problem I was having. They put me on the phone with the rep and after paying the overnight fee had my replacement at 12:30 today, just have to send the old one in.

Sounds like u got the "special treatment".
Sent from my ADR6400L using XDA App

I'm just hoping that their system was down and the rep was too lazy too fix the problem.... and just made me jump through some additional hoops....
I really hope this isn't a new policy.

rickyrick3513 said:
Get bestbuy insurance. They will replace it in the store. Mine had a speaker problem and they took about 15 minutes to review it and showed geek squad while I walked around the store. 15 minutes later I hear my name is needed in mobile. The said ok we do see there is a technical malfunction and you will get a replacement.
Click to expand...
Click to collapse
Best Buy does have the best insurance. I will never buy a phone from Verizon or their crappy insurance. I seriously don't know how they can legally get away with calling their insurance "insurance" I have had multiple phones and two PS3's replaced by buying their "Black Tie" insurance. It is always a smooth transaction if something goes wrong with anything covered.

Had two replacements both with overnight shipping free.

What you should expect when you RMA to LG (My experience and my opinion)

Greetings fellow XDA folks,
Background: I bought an LG G2x (New, from the featured seller on Amazon) on October the 3rd and it shipped in on the 8th. It seemed to work fine until the 16th of October (that's 8 days which the phone worked) when I tried to wake it up in the morning after an overnight charge.
(Paragraph summary: the phone broke, I performed extensive troubleshooting to no avail)
The phone did not wake up so I took the battery out and tried to turn it back on but to no avail. I tried plugging the charger into the phone to see if the little battery would appear on screen. I tried plugging the USB cable into my computer to see if the phone or the computer would do anything. I verified that the electrical outlet was working. I performed other troubleshooting techniques to no avail. I contacted the seller from whom I bought the phone and he told me that I should send my phone to LG.
LG support experience: I sent a warranty claim to LG using their website on the 16th of October. The LG website returned a document which said that an LG rep would contact me about returning/swapping my phone. On the 18th of October (that's about 42 hours later) I received an E-mail with a shipping address in Fort Worth, Texas (Stellar Wireless Technology Inc.). The Next day(19th), I shipped the phone and battery and no back cover or accessories with proof-of-purchase, RMA# and RMA request from, per instructions from the LG E-Mail. I shipped from one state over, using USPS 1-3 day shipping with insurance and signature which cost me 11 dollars. It arrived the 22nd (74 hours to ship, not bad). I went to the LG "track a warranty claim" webpage and entered in my RMA. Each time I did that I got nothing until the 24th when it said "Received (10/24/11)" and it said "shipping (10/24/11)", there was no tracking number. I received a package Friday the 28th from LG. I opened the package and all that was in there was a battery.
I called LG using someone else's phone and I asked where my phone was, the lady asked for my phone number and I gave it to her and she said that she had no record of any RMA under this phone number. I said "I'm going to look on your website track a warranty claim page right now." she quickly asked for my RMA# and I gave it to her and she said that she found the record. She said that LG shipped back the battery because they didn't need it for the repair and that my phone was still in the repair facility. I told her that the LG track a warranty page gave NO indication whatsoever of what progress the repair facility has made. I asked her if she could give me more details. She said that she couldn't and that it's still sitting in the warehouse, waiting to be repaired. I asked her how long that would take, she said that it takes 5-7 business days to repair (I assume from the receiving date) and then it will ship. So shortly after that call on the 28th, I looked on the LG track a warranty claim page and I saw that the facility repaired my phone and that my phone had been shipped, this time I had a tracking number. I received my phone from FedEx (presumably 3-day shipping) on November 2nd because the 29th and 30th of October were weekend days. This time it was the actual phone.
I plugged the phone into the outlet and got the charging screen but I notices that the top two corners of my screen were bleeding. Today, on the 3rd, I got a sleep of death and took my battery out and put it back in and the phone worked fine. My phone has had no other problems so far (about 34 hours).
Overall, I spent two and a half weeks without a phone and I'm down 11 dollars for shipping.
Timeline:
* 8th - 16th (120 hours) phone works and fails presumably midnight of the 16th.
--repair--
* 16th -18th (42 hours) Wait for RMA#
* 18th - 19th (26 hours) I'm busy with other things this need not apply to you (this will vary and is not within LG's control)
* 19th - 22nd (74 hours) shipping via USPS (this will vary and is not within LG's control)
* 22nd - 24th (52 hours) phone and battery sit in facility, on the 24th the repair facility shipped the battery
* 24th - 28th (96 hours) phone still sits in facility, I receive the battery on the 28th and LG begins phone repair on the 28th
* 28th - 2nd (115 hours) LG return shipping (FedEx), presumably 3-day (certainly within LG's control)
2nd - present (34 hours and counting) phone has a few problems (screen bleed and one sleep of death) but it still works, below the standard.
My opinion of all this as of now:
With my phone, I also included a special request for them to remove some bloatware apps from my phone in addition to fixing my phone, I gave them a specific list. I did not expect them to even pay attention to it but I thought "If they actually carry out my request then they are going far out of their way to make the customer happy and I will consider buying from LG for my next phone." They probably just threw it away. They did not carry out my request.
LG warranty repair is very slow. When I got only the battery in the mail I was pretty upset. LG customer service rep was not very co-operative. LG probably doesn't care in the slightest for it's customers. The phone hardware quality is very poor. The repair is poor. On LG's warranty page, they say that they fix it right the first time and that they provide the best customer service. Two outright lies. They say that LG customer support will provide fair solutions on the first interaction, another lie ($11, a poor repair, a defective phone and two and a half weeks of downtime all because of a mistake that LG made is hardly fair). Waiting more than 1 weekday just for an RMA# is not cool at all.
Above all, I hope this proves helpful to all who need to file a warranty claim to LG or to those who already have done so. Secondly, I hope this proves useful to all who are considering an LG G2x for purchase. I also hope this proves helpful to the curious mind.
--Dave

Nevermind. Reread the thread. Sucks!

I don't know what companies the rest of you deal with, but that doesn't sound like a bad experience at all.
compare this with weeks of no xbox due to multiple RRODs lololol
this open source fiasco has gotten everyone's head high. android has aggressively encouraged better support and a better experience with all this open source goodness (compared to any and all alternatives) but when downfalls like this occr we should look always look at the other side of thinks and be glad we aren't using iphones LOL
no srsly though i can't imagine samsung or motorola are any better at customer service. not a single good company comes to mind except maybe like wind mobile lol; and nokia? i think they love their customers kind of not really
hate lg/nvidia because they don't like making easy drivers and oppose open source (has more to do with nvidia anyways lol, and isn't motorola MUCH worse with this with their locked boot loaders?)

I agree lg customer service was complete doo doo when I sent mine in couple months back. My experience was similar to yours.
Sent from my LG-P999 using xda premium

I just sent mine on Monday because my sim card reader died. I hope my experience is better than what you have described.
Sent from my LG-P999 using xda premium

mleet1980 said:
I just sent mine on Monday because my sim card reader died. I hope my experience is better than what you have described.
Sent from my LG-P999 using xda premium
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Click to collapse
I hope yours is better too.
I'd be curious to know how your experience turns out if you don't mind posting.

I sure will. It went out on Tuesday November 8
Sent from my LG-P999 using xda premium

Well I got my phone back today. It was gone a week and it was like they just sent it back untouched. Same problem as b4 it went out. Put my sim card in and I get no service banner. Can't connect to network. But my card works in my other g2x just fine. Any ideas guys
Sent from my LG-P999 using xda premium

Ouch. You might want to put this in its own thread. Thank you for informing us on your experience with LG RMA. This should prove helpful to all who are considering buying LG.
Anyway, as for your problem, did LG claim that your phone was not under warranty or did they just send your phone back without a word? Also, I wonder if T-Mobile would help you if you brought it into one of their stores and asked them to try a different sim card. If that doesn't work (which it doesn't seem to me like it would) that would give you more ammunition against LG.
Update on my LG phone: I am getting a few random freezes and sleeps of death with my phone. I never experienced these sleeps of death and freezes in the eight days prior to sending it in.
I am considering calling them and tell them that I sent my phone in, paid $10 for the shipping, went two and a half weeks without a phone and my screen bleeds and I get random freezes and sleeps of death. Also thinking that, if I do, I will mention that on their site (www(dot)lg(dot)com/us/support/repair/support-warranty-claims.jsp) they claim that they fix it right the first time and provide a fair solution. Paying for shipping and waiting two and a half weeks and getting a defective phone back is neither fair nor is it fixing it right the first time. I'll probably have to go up a few levels because the low lever reps are usually unable and unhelpful when it comes to these sort of things. And if I decide to do it and I go as high as I can but to no avail I will then file a complaint with the BBB and possibly the FTC. Obviously, I'd make sure I went as far as I can go up the ladder with LG before I would contact either because I've heard that if you don't, your claim will be denied and you might even get blacklisted. I don't know if this is true but I wouldn't take any chances.
That's personally what I'm considering. If I happen to actually go through with this I will post my experiences in case you or anyone else would want to do something similar.
That being said, if anyone else has some suggestions for either mleet1980 or me, it would be most helpful.
One final thing, I'd like to thank you who posted your experiences with LG. Much appreciated.
Thanks,
--Dave

The experience sounds really good for a repair. The screen bleeding happens because they sent you a refurbished phone. The bloat ware cannot be removed because it is part of the os unfortunately. You need a custom rom to not have it. So even if they wanted to they couldn't. You could demand a new phone rather than the refurbished one but that would mean you would be out a phone for almost a month and that is what they are banking on as do most companies, because if they were to send a new product to everyone with a problem they would have no money. It sux I know but thems the breaks when the economy is ****.
Sent from my LG-P999 using XDA App

I called on Tuesday and talked to someone who told me everything they did to it. Then I told him what was going on. He told me they would email me fedex labels. It goes back out tomorrow. I'll report back when it returns.
Sent from my LG-P999 using xda premium

projectzro said:
The experience sounds really good for a repair. The screen bleeding happens because they sent you a refurbished phone. The bloat ware cannot be removed because it is part of the os unfortunately. You need a custom rom to not have it. So even if they wanted to they couldn't.
Sent from my LG-P999 using XDA App
Click to expand...
Click to collapse
Bloatware isn't part of the os, you can delete it simply by rooting your phone and using an app such as link2sd. You dont need to flash a custom rom.

This is why i deal with the carriers. I'll buy the phone from them and fight with them when I have an issue. Manufacturers dont particularly care if your not a corporate account, even then they aren't overly concerned. The carriers will do a bit more to resolve the situations, so far I have only had one problem with tmobile and it was resolved rapidly. Verizon was always on top of things when I did have a problem, HTC the one time I had to send my eris directly to them was a nightmare, no phone for 3 weeks.

Got phone back on Monday. Going back to lg again. Maybe 3rd time is the charm.
Sent from my LG-P999 using xda premium

xali said:
I don't know what companies the rest of you deal with, but that doesn't sound like a bad experience at all.
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Click to collapse
Amen. Samsung quoted me 4-6 weeks when I was trying to get the issues with my Moment resolved. Sprint took care of it in 72 hours.
Moral of the story: go through the carrier.
Sent from my LG-P999 using xda premium

Rma sucks. 3 times still no fix. I'm about to eat the g2x & get amaze or gsm galaxy nexus. No more lg phones for me ever
Sent from my LG-P999 using xda premium

mleet1980 said:
Got phone back on Monday. Going back to lg again. Maybe 3rd time is the charm.
Sent from my LG-P999 using xda premium
Click to expand...
Click to collapse
Wow, three times. That sucks. Maybe eventually they will give you a working replacement. That looks like the only way the problem will get fixed.

[REF] At&t Refurb Policy and Customer Satisfaction (Things You Should Know)

There's some things you should know about the Refurb policy and other Info you should know for At&t customers.
Here's some things you should know: Especially those out of warranty and who have a Refurb. Refurbs infact do come with a warranty regardless of your original warranty.
1. You must be on a refurbished phone from At&t (Samsung refurbs from Samsung do not include here Only At&t)
2. You are given a 90 day Warranty on every refurb that is sent to you.
3. Never forget to send them back your old phone. I prefer cleaning the phone your sending back with a soft cloth so it looks clean and new. You should always send it out same day your new refurb arrives.
4. Mark your calenders if you need to so you won't forget your time period of receiving a new refurb.
5. Keep this in mind! If you just got a refurb and it's causing some unknown issue, Return it! When they file you up for another Infuse you need to explain your issue and you need to KEEP! original papers they sent you when the refurb came which has important info on it just incase they lost that info on their computers as proof of having the refurb within the 90 day warranty.
Keep this in mind! You get a 90 day warranty on every refurb they send. For those who don't know what a refurb is, Refurbished phones are phones that other ppl have used, gotten beaten up, smashed, broken, whatever the case might be :silly:, I exaggerated just a little. They get fixed by the company and are reused by customers like us, Their is no getting a brand new phone. So if you just got a refurb within 90 days and are having issues. Don't hesitate to call At&t up to explain the issue so they can get you another refurb, which will hopefully work better than the last refurb.
I'm currently going onto my 4th Infuse due to this Refurb warranty they have.
My Issues as we speak:
1st Infuse (New out of Box when I bought it) Had a messed up touchscreen
2nd Infuse: Constant wifi drops, bad signal, Probably a hardware failure
3rd Infuse: Speaker Buzz while taking photos/videos
4th Infuse: We'll have to wait and see

+10 - good to know :good:

FYI NEVER call at&t to have your device replaced! New or refurbished. Hop over to the official Facebook Page and post on their wall the issue you are having (you don't even have to be gruff with your post). The Social Media team WILL reply shortly asking for you to email them. Explain the issue in detail and when they start asking what you wanna do, ask about a replacement phone (new if possible). They were very happy to ship me out a new infuse (not a refurb) when I was having issues, and when that one screwed up, they gave me a skyrocket at no extra charge, and then that one screwed up, they replaced THAT ONE as well.
They can also get you expired pricing deals as well. However it takes a little convincing.
Sent from my SAMSUNG-SGH-I727 using xda premium

kirbee213 said:
FYI NEVER call at&t to have your device replaced! New or refurbished. Hop over to the official Facebook Page and post on their wall the issue you are having (you don't even have to be gruff with your post). The Social Media team WILL reply shortly asking for you to email them. Explain the issue in detail and when they start asking what you wanna do, ask about a replacement phone (new if possible). They were very happy to ship me out a new infuse (not a refurb) when I was having issues, and when that one screwed up, they gave me a skyrocket at no extra charge, and then that one screwed up, they replaced THAT ONE as well.
They can also get you expired pricing deals as well. However it takes a little convincing.
Sent from my SAMSUNG-SGH-I727 using xda premium
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How I see it is I've tried all the convincing told them I was pissed off going onto my 4th phone, constantly *****ed about everything and they wanted to charge me $199 for a Galaxy S2. They said it was impossible to get a different model for all the *****ing I've done talking to several reps even talking to a supervisor and a manager didn't help. I was told it had to be the same make and model. It was either another Infuse for the cost of $0 or spend $199 just for a different make and model.

Axiomkid said:
How I see it is I've tried all the convincing told them I was pissed off going onto my 4th phone, constantly *****ed about everything and they wanted to charge me $199 for a Galaxy S2. They said it was impossible to get a different model for all the *****ing I've done talking to several reps even talking to a supervisor and a manager didn't help. I was told it had to be the same make and model. It was either another Infuse for the cost of $0 or spend $199 just for a different make and model.
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I had signal issues when we had the KL2 leak back in december or January so i called att and *****ed at least twice a week for a month. They would not do anything except send me a refurb. They ended up letting me upgrade 5 months early but i still had to pay for the phone. I got a Atrix 2 and keep my infuse as a back up.
Sent from my MB865 using xda premium

Axiomkid said:
How I see it is I've tried all the convincing told them I was pissed off going onto my 4th phone, constantly *****ed about everything and they wanted to charge me $199 for a Galaxy S2. They said it was impossible to get a different model for all the *****ing I've done talking to several reps even talking to a supervisor and a manager didn't help. I was told it had to be the same make and model. It was either another Infuse for the cost of $0 or spend $199 just for a different make and model.
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Slide over to the Facebook Page. I am willing to bet you will get a new phone. I did. TWICE. A new infuse and then a new skyrocket. That skyrockets camera had a hardware failure, so they sent me a new (not refurb) phone. It happen to have been the sgs2 and not a skyrocket, so he had me take it to a local store and exchange it. I'm tellin ya, social media MANAGERS have some serious clout. They can hook up all most anything.
Sent from my SAMSUNG-SGH-I727 using xda premium

Went to T-mobile to replace my defective device, came out with more problems....

So... today i went to change my devices because i have a defective one. When the guy was making the exchange he said he needed a register number, but the girl who made the pre-order in the store for me didn't put any register number. Then everything went to hell! i called the department of solution from my car and guess what did i find out? They told me that the LG V20 has been removed from the warranty buyng remorse program of tmobile and thus i wouldnt be able to make the exchange. I got so pissed off with the guy that i had to smart up and then came out with the bunch of calls i have made to the department of solution and technical department and also all the chats i have done, which in total would make 22 agents i have spoken to, 13 agents by chat, 7 agents from the department of solution, and 2 agents from technical department. finally when i said that the guy from the technical department wrote a note in the system, he then said : "let me see the report and see what i can do" . Finally he send me a label shipping so that i could send the device and they will send a new one. BUT REALLY! I have driven from north to south and east to west in miami , from store to store, and ended up with this huge surprise of the warranty removed for the LG V20 from Tmobile. BETTER WATCH OUT PEOPLE! SMART UP! OTHERWISE YOU WILL KEEP YOUR DEFECTIVE DEVICE!

What do you mean warranty removed?

Doesn't sound like warranty removed. Either someone was pulling your chain, you pissed off a rep or two and they made some notes to make your life harder and/or T-Mobile might've have changed the policy on return period. Seriously doubt your warranty is removed. Warranty is through LG. I registered mine.

nest75068 said:
What do you mean warranty removed?
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@rbiter said:
Doesn't sound like warranty removed. Either someone was pulling your chain, you pissed off a rep or two and they made some notes to make your life harder and/or T-Mobile might've have changed the policy on return period. Seriously doubt your warranty is removed. Warranty is through LG. I registered mine.
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Well you know the 14 days given for buyer remorse? well, they weren't giving it to me. I havent pissed off anybody yet they did piss me? AAAAAH NOPE. No way in hell. Finally i managed to make them send me the shipping label and do the exchange. But i have been since 8 am doing this. I bought my phone on 19 of this month and it arrived on 21, i still have 1 more days before the 14 days expire, and they are trying to revoke my privileges ? Screw them. Im paying money for it. It is not free and under no circumstances it has been my fault that the device is defective. I havent even flashed the new TWRP and root methods nor invented with anything like that. Anyway. i will contact an agent via chat now before i send the package through UPS just to be safe.

Ah got it
Just FYI for the future -the 14 days starts from their shipping date (which you're still within so no worries) not the date you receive it (a little caveat hidden in the small/fine print of their 14 days period).
But yeah I'd be upset if I was still within that time frame and having issues.

@rbiter said:
Doesn't sound like warranty removed. Either someone was pulling your chain, you pissed off a rep or two and they made some notes to make your life harder and/or T-Mobile might've have changed the policy on return period. Seriously doubt your warranty is removed. Warranty is through LG. I registered mine.
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How do you register it through LG?

el_chuqui said:
How do you register it through LG?
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https://www.lg.com/us/support/mylg/product-registration

nest75068 said:
Ah got it
Just FYI for the future -the 14 days starts from their shipping date (which you're still within so no worries) not the date you receive it (a little caveat hidden in the small/fine print of their 14 days period).
But yeah I'd be upset if I was still within that time frame and having issues.
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yeah i know that! Thats why i know i still have 1 day left and i have spent all these days trying to do the replacement. Can you believe that?

jinkerz9430 said:
yeah i know that! Thats why i know i still have 1 day left and i have spent all these days trying to do the replacement. Can you believe that?
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That's weired, I normally have really good luck with Tmobile (aside from 1 instance recently).
I'm on Jump on Demand. I did a Jump for one of my lines to go from an iPhone 6s+ to an iPhone 7+. We got the phone on October 6th. I get my bill and they were trying to charge me for the 6s+ from 9/20 - 10/19 and the iPhone 7+ from 9/20/-10/19 lol
Yeah that wasn't going to happen but it took several calls and I finally just said fine, I have no problems going back to AT&T sine really I am the only one who uses JoD out of my family everyone can deal with same phone for a year. That got them to take care of it.

nest75068 said:
We got the phone on October 6th. I get my bill and they were trying to charge me for the 6s+ from 9/20 - 10/19 and the iPhone 7+ from 9/20/-10/19 lol
Yeah that wasn't going to happen but it took several calls and I finally just said fine, I have no problems going back to AT&T sine really I am the only one who uses JoD out of my family everyone can deal with same phone for a year. That got them to take care of it.
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Well,, isnt that enough to piss you off? i mean, money doesn't grow from trees , and even less for me having to pay college without fafsa So anyway, i did one last chatbox for today with tmobile just to keep it in record and rub it in their faces if something happens.... Now im phoneless for who knows how many days.

Swapping the device because it was defective has nothing to do with the buyers remorse period. My v20 was immediately defective from the store and I was able to swap it out with no issues at all.

jay-red said:
Swapping the device because it was defective has nothing to do with the buyers' remorse period. My v20 was immediately defective from the store and I was able to swap it out with no issues at all.
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Well, i dont know what the heck happened, But they weren't allowing me to replace it. In fact, the guy from Tmobile's store wanted me to give them the phone then buy the new phone directly from them and then i would lose the promotion of $200 dollars. The heck, after that i grabbed my defective phone went to the car and called the solution department. And there is were the second issue began. How could i have noticed that my device was defective if the behavior started when i used the phone on the third day? But i also noticed the screen bleeding at the first but decided to let it slide just because i wouldn't cry for some screen bleeding and that's it. But then at the third day, when the signal bar showed an x then it showed that it was connecting to the sim card again and also it started to reboot, HELL NO!, replacement for sure! But i have been dealing with that since the first day the phone showed the symptoms ,and i have been jumping from store to store, and from agent to agent and from, department to department. (by the way while i was talking with the guy on the department of solution today the signal dropped 5 times, so i lost him 5 times, although i warned him)

I am pretty sure that if the phone is mailed to you then you actually have 20 days for buyers remorse. As others have stated though a warranty exchange is not buyers remorse.
Sent from my LG-H918 using XDA Premium HD app

Intub8 said:
I am pretty sure that if the phone is mailed to you then you actually have 20 days for buyers remorse. As others have stated though a warranty exchange is not buyers remorse.
Sent from my LG-H918 using XDA Premium HD app
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Im currently talking with a supervisor "FINALLY!" they will keep the promotion of the $200 dollars since it is not on tmobile anymore but they will add it to the new phone!. However, here is the downside.... I will have to wait until the latest week of november for the phone to arrive. In other words.... I'm phoneless....

i feel your pain. mine freaked out this morning while i slept. got up to a bootloop that i can not fix. called lg. was told to send it in for repair. said i'd deal with t-mo as i can't go without a phone. called t-mo, got told in order to get an exchange i would have to send in my current phone and wait 7 days for them to confirm they recieved the device then they'll ship new one. on plus side they did let me have a loaner for the time being. not the best but hey at least it works.

OvrDriVE said:
i feel your pain. mine freaked out this morning while i slept. got up to a bootloop that i can not fix. called lg. was told to send it in for repair. said i'd deal with t-mo as i can't go without a phone. called t-mo, got told in order to get an exchange i would have to send in my current phone and wait 7 days for them to confirm they recieved the device then they'll ship new one. on plus side they did let me have a loaner for the time being. not the best but hey at least it works.
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you got lucky they even gave you a spare one. They gave me nothing! im phoneless now! . I had to ask my mother for her phone for the time being (i installed a custom rom Resurrection remix on her LG G3 so that i could have 2 separate accounts in the phone and to not have to install apps on her profile, only in mine) . The supervisor who finally solved the issue today agreed with me about tmobile making a mess out of such simplicity. if i were to send you every single chat i did with them in addition to the conversations i had through the phone and all that you would have seen that it looked more like they wanted to act like fools and also as a conspiracy or something. Anyway, at least it is solved now. On the other hand,,, i spent a lot of gasoline and time dealing with this issue instead of studying for my midterms this week.

jinkerz9430 said:
you got lucky they even gave you a spare one. They gave me nothing! im phoneless now! . I had to ask my mother for her phone for the time being (i installed a custom rom Resurrection remix on her LG G3 so that i could have 2 separate accounts in the phone and to not have to install apps on her profile, only in mine) . The supervisor who finally solved the issue today agreed with me about tmobile making a mess out of such simplicity. if i were to send you every single chat i did with them in addition to the conversations i had through the phone and all that you would have seen that it looked more like they wanted to act like fools and also as a conspiracy or something. Anyway, at least it is solved now. On the other hand,,, i spent a lot of gasoline and time dealing with this issue instead of studying for my midterms this week.
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oh it wasn't easy, i first called lg, got no where with them except send it in for repair, called t-mo, we can send you one before you send yours in if you want to pay a new 50$ down plus tax on 749$ plus shipping, went to store. they couldn't exchange it because i bought it online. however i know the guy there real well so thats why i got a loaner. i paid i think 12$ and got the cheapest android device they had in stock. i'll return it when i get my new v20 and get my 12$ back and no restocking fee(got lucky here), and then i come home to call t-mo again to get told i'd have to pay or wait 7 days for them to get my device first then they'll send me a new one. i tend to get frustrated really easially. feel sorry for the rep at t-mo cause she got an earfull. it'd be nice if they knew there jobs and t-mo's policies on things. whatever the case a new one is coming. and problem solved, but by no means was it easy or as difficult as your situation. i feel sorry for ya man, but at least ya got it dealt with.

OvrDriVE said:
oh it wasn't easy, i first called lg, got no where with them except send it in for repair, called t-mo, we can send you one before you send yours in if you want to pay a new 50$ down plus tax on 749$ plus shipping, went to store. they couldn't exchange it because i bought it online. however i know the guy there real well so thats why i got a loaner. i paid i think 12$ and got the cheapest android device they had in stock. i'll return it when i get my new v20 and get my 12$ back and no restocking fee(got lucky here), and then i come home to call t-mo again to get told i'd have to pay or wait 7 days for them to get my device first then they'll send me a new one. i tend to get frustrated really easially. feel sorry for the rep at t-mo cause she got an earfull. it'd be nice if they knew there jobs and t-mo's policies on things. whatever the case a new one is coming. and problem solved, but by no means was it easy or as difficult as your situation. i feel sorry for ya man, but at least ya got it dealt with.
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Damn.!!! it will cost me to get to know a couple of buddies from all the tmobile retailer stores within a 10 mile radius from me LOL! They made me do the order again and cancelled everything related to the other phone. (Of course, adding the promotions and all that). Although i forgot to ask them what is going to happen with my earphones, because my order was already processed for the other one and i registered that one to get my earphones and i dont know if the shipped or not... do i get a second pair of earphones if i register again? because i dont know where am i stepping on right now..... I registered the other order 6 days ago . And it says from 5 to 9 days.. so , if they shipped the earphones already , i get 2?

jinkerz9430 said:
Damn.!!! it will cost me to get to know a couple of buddies from all the tmobile retailer stores within a 10 mile radius from me LOL! They made me do the order again and cancelled everything related to the other phone. (Of course, adding the promotions and all that). Although i forgot to ask them what is going to happen with my earphones, because my order was already processed for the other one and i registered that one to get my earphones and i dont know if the shipped or not... do i get a second pair of earphones if i register again? because i dont know where am i stepping on right now..... I registered the other order 6 days ago . And it says from 5 to 9 days.. so , if they shipped the earphones already , i get 2?
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as long as you got a reciept for the new order you get 2nd pair

OvrDriVE said:
as long as you got a reciept for the new order you get 2nd pair
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Yippieeeeeee