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Anyone here got his/her Fuze replaced under warranty (not insurance) from AT&T? I'd like to know the procedure as I bought it at AT&T online store not the local one. Can I still go to a local store and ask for repair/replacement?
It's been more than 30 days and I have tried probably most of the options available. The issue is that it freezes up frequently and it mostly happens while I am using Outlook over WiFi. Either loading a message (frequently) or doing a send/receive (sometimes).
I tried removing the SD card just to make sure that it's not the card or SD driver issue, but that didn't help much. The WiFi is also spotty at best, taking more than a minute to connect when I am just couple of feet away from the router and also disconnects frequently.
I have tried several different ROMs as well, so I guess the last option is to try a different phone. My other thread with the issues is here.
TIA.
Stores don't handle warranty claims, you have to go through the telephone support or take it to a Device Support Center. If you try to go to the store, they'll just call up the warranty line and hand you the phone, so don't waste your time with a trip to the store.
rexian said:
Anyone here got his/her Fuze replaced under warranty (not insurance) from AT&T? I'd like to know the procedure as I bought it at AT&T online store not the local one. Can I still go to a local store and ask for repair/replacement?
It's been more than 30 days and I have tried probably most of the options available. The issue is that it freezes up frequently and it mostly happens while I am using Outlook over WiFi. Either loading a message (frequently) or doing a send/receive (sometimes).
I tried removing the SD card just to make sure that it's not the card or SD driver issue, but that didn't help much. The WiFi is also spotty at best, taking more than a minute to connect when I am just couple of feet away from the router and also disconnects frequently.
I have tried several different ROMs as well, so I guess the last option is to try a different phone. My other thread with the issues is here.
TIA.
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just had my fuze replaced because it was freezing. go on at&t's website and call the 800 number and tell them your issue, took 3 business days to get to me.
jackschitt28 said:
just had my fuze replaced because it was freezing. go on at&t's website and call the 800 number and tell them your issue, took 3 business days to get to me.
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What build date did you get and does it get hot when you use data like watching Cingular Video or similar?
Mine gets so hot it burned my finger and want to try to get one that doesn't have this issue(a newer build??), but not sure if they fixed it or if they all have this issue.
I work for AT&T in tech support and warrranty exchange.
After 30 days, you have to do Exchange by mail or at a device service center.
Thanks guys, I'll contact AT&T. I was hoping I don't have to send it back as I already put on an InvisibleShield screen protector. I am sure the protector will not be usable once I remove it from the device and I may have to order another one, but that's probably OK.
Another question, do I have to send it in before or I can ship it after receiving the replacement?
danbutter said:
What build date did you get and does it get hot when you use data like watching Cingular Video or similar?
Mine gets so hot it burned my finger and want to try to get one that doesn't have this issue(a newer build??), but not sure if they fixed it or if they all have this issue.
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Mine gets a bit warm too when I have been browsing for few minutes (15+) or when it's downloading lot of emails. But it's never too hot to touch. Main issue is freezing while loading an email in Outlook and I am forced to reset.
I received the replacement Fuze on Friday and have been trying it for last 2 days with the stock ROM with only few apps (like CorePlayer, Resco Explorer etc) from the microSD card. It has the same problem and I had to reset it at least 6 times already.
What does it mean? I thought it'd be pretty unlikely for 2 phones exhibiting the same issues, no? Could it be the card?
Thanks.
i replaced my first fuze... just make sure to flash it back to factory rom and radio and if u have security unlocked your fuze... DO NOT and i mean DO NOT forget to PM olipro on how to security re-lock your phone. other than that it was a smooth transaction for me... i paid for next day shipping, got it the next morning.. same afternoon mailed my old phone back and that was it.
You said you tried several different roms... well that eliminates the software. And it is happening across 2 different phones...
So it could only be 2 things:
Problem with all Fuze phones
OR
Problem with something you are doing/using
I usually don't have to reset my FUZE often... nor have I heard of others having a big problem. So the problem has to be something on your end.
What programs are you installing? Remove your microSD card... maybe Email and/or Browser cache is being saved on the microSD card and causing a bottleneck = freezing.
Yes, since the new phone has everything stock and just a few apps, I'm quite sure it's not the software or else the forums would have been flooded with such complaints. Only thing common in these phones was the card. This A-Data microSD seems to be fine too when I connect it to my PC, but who knows.
I have installed a new ROM (Da_G clean ROM) on my first phone and every app (Spb Mobile Shell, CorePlayer, TorchButton, pcShutXP, Resco Explorer, Skyfire, Adv Confg) I want and running it for last couple of hours without the card. So far so good. I have opned at least 10 HTML emails in Gmail, Outlook & Hotmail without a crash. If it goes fine for a day, I guess we'll have an answer.
Only thing I am missing with this ROM is the HTC gesture in Outlook, Explorer etc. I tried the Da_G version of HTC gesture but it doesn't work. Thanks.
at&t thoughts & general warranty policy...
general policy:
w/in 30 days- store will handle returns- you get a brand new fuze.
after 30 days- tech support/warranty exchange for new or (more likely) refurbished units. I have recieved many refurbished units in the past with no problems. After 3 warranty /exchages, at&t generally offers you a different phone all together.
Make sure you return your device to them as it was originally sent to you. I found this out after returning a Nokia N-75 (att edition) with the non-branded Nokia update.... they don't like it very much and you get charged $200+. This means, PM Olipro if you have paid for security unlocking, reflash stock ROM, and I have to admit, I would try my best to have the stock SPL on there too....
Thanks friends. Sorry, I forgot to mention that I never got it security unlocked. So, I just need put the stock SPL back but now I am wondering what's the point in returning the old one as the new one is no better. It hung once today and I didn't even use it that much. So I'll return the new one and wait for 6.5 release to see if that improves anything for me.
i ordered mine online, it was freezing and such, i took it into the store before the 30 day mark and they exchanged it.
I think I should have done that too. Instead, I was trying different ROMs and software and finally when I contacted AT&T, 30 days were over. For me even the new one wasn't any better (probably they sent a refurb), so I returned it yesterday and kept the old one.
There's not much you can do about general bugginess in the phone - this is a characteristic of pretty much all smartphones. When I had the 8525 I must have exchanged it 5-6 times until I finally learned my lesson. From what I have heard Palm OS has the same problem. Even when I did a one-month trial of an iPhone I had to soft reset a lot. It's a bit like Windows 3.1 or 95/98 - it just has to be reset every so often or else it crashes. I have heard that blackberries (at least non-Storm blackberries) are better but I have never had one.
What really sucks about AT&T warranty service is that they don't ship internationally (as I just discovered). So, the ungrateful f$#%!s have taken my $39.99 a month for the last four months without my using a single minute, but they won't ship my replacement phone to me here in Israel. So much for an "international warranty."
If you are curious, my screen died, but that's the subject of another thread
I've got a small crack across the top right hand corner of my screen. I called today to make a warranty claim and she said that was physical damanage and they dont cover it. Which didnt make sense to me as I pay the 5 dollars a month for insurance on it and they said they would cover physical damage. That's niether here nor there though.
So I explained the screen cracked and she said she would talk to a warranty guy he said Nope wont cover it so she sent me to the insurance department saying I would have to pay 50 dollars for a replacement as part of the stipulations of the insurance I have. Okay kind of making sense.. 50 dollars I can handle not a big deal. The insurance lady then tells me that I have to pay 125 dollars for the phone. WHAT!? I was just told it would cost 50 dollars AND when I signed up I was told it would be 50 dollars. This didnt make any sense to me. She said 85-90 percent of their high end phones only cost 50 dollars to replace with the insurance but the fuze costs 125 dollars cause its a VERY high end phone. Grrrr I was specifically told it would be 50 by the people at the ATT store. Now granted they may not have known any better but if an employee promises you something I think the company should suck it up and stick to that deal.
SO I now have a fine working phone with a crack on the screen. They're telling me that it comes with a a year warranty which apparently doesnt cover anything and with the extra 5 dollars a month I pay for insurance ($65.00 a year tax inc) I still have to fork out a ton of cash.
Has anyone else experienced this with ATT? Any advice? I told them to hold on with the claim as I wasnt about to have them bill me an additional 125 dollars.
Thanks
Aaron McCarthy said:
I've got a small crack across the top right hand corner of my screen. I called today to make a warranty claim and she said that was physical damanage and they dont cover it. Which didnt make sense to me as I pay the 5 dollars a month for insurance on it and they said they would cover physical damage. That's niether here nor there though.
So I explained the screen cracked and she said she would talk to a warranty guy he said Nope wont cover it so she sent me to the insurance department saying I would have to pay 50 dollars for a replacement as part of the stipulations of the insurance I have. Okay kind of making sense.. 50 dollars I can handle not a big deal. The insurance lady then tells me that I have to pay 125 dollars for the phone. WHAT!? I was just told it would cost 50 dollars AND when I signed up I was told it would be 50 dollars. This didnt make any sense to me. She said 85-90 percent of their high end phones only cost 50 dollars to replace with the insurance but the fuze costs 125 dollars cause its a VERY high end phone. Grrrr I was specifically told it would be 50 by the people at the ATT store. Now granted they may not have known any better but if an employee promises you something I think the company should suck it up and stick to that deal.
SO I now have a fine working phone with a crack on the screen. They're telling me that it comes with a a year warranty which apparently doesnt cover anything and with the extra 5 dollars a month I pay for insurance ($65.00 a year tax inc) I still have to fork out a ton of cash.
Has anyone else experienced this with ATT? Any advice? I told them to hold on with the claim as I wasnt about to have them bill me an additional 125 dollars.
Thanks
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Hi Aaron,
My friend is an expert at dealing with customer support and their bull$hit. From him, I have learned that you should just keep telling them what you were promised, regardless of what the "contract" may be. Tell them that their integrity rides on the matter of it, etc and if they don't fold ask for a manager or someone else that can actually help you out and give you waht you were promised. just don't give up and be persistent with them without getting upset or angry (try not to) and just complain until they give in. If you've been with them for a while, just tell them that you've given them sooo much money and you're a loyal customer, etc. Good luck!
double post, sorry, okay to delete
Hey everyone,
I need some help determining my options for getting a replacement Touch Pro 2. Last Saturday night I dropped the TP2 and it now has a large scrap on the bottom corner. Obviously this is frustrating since it’s only two weeks old! What are my options to receive a new one? I have paid for insurance over the last few years and have never lost or damaged a phone? Can I get a new one this way? What about swapping the phone within the 30day window? Would that work or will Verizon say I damaged the phone and they can’t swap it out? Is there anything I can do?
Any input would be greatly appreciated!
just exchange it
Is it really that easy? What will they say if the notice the scratched portion?
If you pay for TEP/insurance, user caused damage and loss is usually covered with a $85 deductable (for Verizon anyway, might be higher/lower for you).
$85 on top of the $489 I have already paid? I think I'm going to call and say the phone was scratched since day one and it really has been bothering me lately. Think that will work? They really won't know.
Now what would happen if they get the phone and notice not a small scratch but more of a scrap on the phone and think it's the user's fault? Would I be in trouble or will the phone just go right back to HTC to be refurbished?
Anyone else have any experience with something like this?
A scratch isn't really damage, do you expect the phone to be in pristine condition forever? It's wear and tear, I'd ignore it and not abuse the insurance system. What if you drop it and break it a month from now and want to exchange again? And then 8 months later? The insurance program has a limit, I'd not waste it on a scratch. Remember, how awesome your phone looks doesn't reflect on you as a person.
Sorry to hear about that but an option is to wait and see if you can get some sort of hardcase or silicone cover to hide the scrape/scratch
I haven't even activated mine yet until I can get at least some sort of protection on it.
Ok, here's an update. I just realized since i havent texted too much since the drop, the phone actually shuts off when I slide it open. Something happened. Now the mark isn't too bad, but if I send it back to Verizon saying it's a defect and they investigate the phone, will I be charged for two if they feel it was my fault?
These guys are smart enough to know a defect from a mishandling.
well, i am swapping mine out on Friday. I simply popped out the backlight button and said that it popped out when I was closing the keyboard. The only issue they had was getting the replacement into the store, since the stores dont have them yet. I got the phone about 2 weeks ago.
Why in the world would you have paid 489 for the phone? thats crazy. I would just do the exchange in store instead. Just go in and dont say anything about the blemish, just show them it shutting off. surely they will swap it out after ordering a replacement.
Two things. First I sold my Storm on Ebay for $250. So I actually only paid $239 without renewing a contract or anything.
I went to the store last night and had them take a look at it. They saw no evidence of damage (the mark is really minor, just frustrates me that it happened two weeks in!). They agreed and marked the account saying that the phone was defective. The manager actually searched online and said this is a known issue with both the Sprint and Verizon versions that there's something wrong with the ribbon connecting the two sliding pieces.
Anyway they have shipped me a replacement phone which should be here on Thursday. I'm not 100% convinced I actually damanged the phone. This issue was happening on Saturday night before the drop, I think.
I think I should be ok. Just frustrated I now need to reapply the Ghost Armor on a second phone!
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.
A decent amount of dust has showed up in a spot about 1/2 inch from the very top at the edge top right corner of the screen. Since I purchased the phone at Walmart they said talk to TMO or HTC. I called TMO and they told me dust under the screen doesn't seem to qualify as "manufacture defects" so they wont exchange it for me there, they said call HTC. I call HTC and they fill me in on all the details associated with the repair process etc.. My question is this: why am I responsible for shipping charges on a manufacture defect? On top of that, if they don't deem unwarrantable then I am charged a $39 or less triage fee.... Why am I also gonna be out of a phone for the next 6-10 days without compensation?
I just don't understand the logic behind this. Anyone have any advice, or explanation?
Thanks,
Joseph
mesajoejoe said:
A decent amount of dust has showed up in a spot about 1/2 inch from the very top at the edge top right corner of the screen. Since I purchased the phone at Walmart they said talk to TMO or HTC. I called TMO and they told me dust under the screen doesn't seem to qualify as "manufacture defects" so they wont exchange it for me there, they said call HTC. I call HTC and they fill me in on all the details associated with the repair process etc.. My question is this: why am I responsible for shipping charges on a manufacture defect? On top of that, if they don't deem unwarrantable then I am charged a $39 or less triage fee.... Why am I also gonna be out of a phone for the next 6-10 days without compensation?
I just don't understand the logic behind this. Anyone have any advice, or explanation?
Thanks,
Joseph
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No dust under my screen I'm sure shipping will not cost much...be sure to get INSURANCE. Have you tried simply exchanging the device for another one at Walmart?
nccu_eagles said:
No dust under my screen I'm sure shipping will not cost much...be sure to get INSURANCE. Have you tried simply exchanging the device for another one at Walmart?
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I am sure shipping wont be costly, its just I don't see how or why I should have to pay for it. And Walmart after 15 days from purchase wont touch it, or so they are telling me?
If I go in and complain, while still being respectful or course, do you think Walmart or TMO will exchange it?
mesajoejoe said:
I am sure shipping wont be costly, its just I don't see how or why I should have to pay for it. I have no need for Insurance, but I do see how it is helpful for others. This is a warranty issue not a cracked screen or something I caused. And Walmart after 15 days from purchase wont touch it, or so they are telling me?
If I go in and complain, while still being respectful or course, do you think Walmart or TMO will exchange it?
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I meant shipping insurance just in case USPS/FEDEX/UPS loses the package. I live in Charlotte, NC and there are a bunch of Walmart's here. I would clean up the phone really good and try to return it even if it's for store credit and then drive to another Walmart and purchase a new Sensation with the store credit. Did you buy it full retail price or did you do a contract? If you did a contract then you are out of luck with store credit because it wouldn't be enough to purchase a new phone. Otherwise you could call TMO and ask for a warranty exchange and tell them the phone won't power on. They will ship you a new unit and you would just mail back the current unit. I have done a warranty exchange a million times.
Yeah I realized what you meant by insurance after I responded. I bought it on contract, and its past Walmart's 14-day return policy so they might not take to that so much lol. I have done a few in the past with TMO over the phone without any problems and a few in-store as well, as I have always purchased them through the store. I just might have to try TMO over the phone again and get them to send me one like you suggested. Thanks for your advice I really appreciate it.
mesajoejoe said:
Yeah I realized what you meant by insurance after I responded. I bought it on contract, and its past Walmart's 14-day return policy so they might not take to that so much lol. I have done a few in the past with TMO over the phone without any problems and a few in-store as well, as I have always purchased them through the store. I just might have to try TMO over the phone again and get them to send me one like you suggested. Thanks for your advice I really appreciate it.
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That's the best way to get them to respond quick TELL THEM THE DEVICE WON'T POWER ON. They will then ask you to verify that the sticker under the battery is still white and then they will ship you a phone. Make sure you call from a phone different from your Sensation i.e a land line LOL and you will be ok.
That's weird. When the Nexus One's had issues with dust getting under the screen the problem was fixed for free assuming you hadn't rooted the device.
I know I personally had a rooted device get dust, cost 100 if I recall to have it fixed. Happened again in a week and they didn't make me pay for shipping or anything to send it back again.
I have a Warranty dilemma that I thought maybe someone else has experienced.
I had a legitimate warranty issue, called Verizon and they sent out the new phone next day overnight shipping. Currently no exterior damage to the old phone. Literally the day that the new phone is supposed to be coming I dropped my old phone and even though I have never cracked a screen before fate would have it that I crack one the day I am supposed to be exchanging it.
First of all it is a very fine crack in one of the corners of the screen and you almost can’t even see it unless you really look closely or feel it with a fingernail. There is also a small scratch on the corner of the aluminum case now.
Option 1: Should I just send the old phone back anyways and hope that they don’t notice the crack in the screen and scratch on the case? I’ve read on this forum that all they do is see if the phone turns on and then they move on to the next one? Could result in paying the $229 fine for the phone being damaged.
Option 2: Call Verizon tell them what happened send back the phone they sent me and instead do a cracked phone replacement through HTC's website which supposedly does a onetime replacement phone for things like breaking your screen.
Option 3: Keep the new phone without sending back the old phone and hope they dont notice. I actually did this in the past once and they never charged or contacted me about it. Ive heard that they dont really track to see if you turn in the old phone but that was some time ago and I dont know if that is still the case.
Sure would be nice if they had a way to still do a warranty exchange for the legitimate issue while also paying them a lesser amount to pay for the cracked screen but I guess they dont have that option.
Any advice would be much appreciated.
Wulf01 said:
I have a Warranty dilemma that I thought maybe someone else has experienced.
I had a legitimate warranty issue, called Verizon and they sent out the new phone next day overnight shipping. Currently no exterior damage to the old phone. Literally the day that the new phone is supposed to be coming I dropped my old phone and even though I have never cracked a screen before fate would have it that I crack one the day I am supposed to be exchanging it.
First of all it is a very fine crack in one of the corners of the screen and you almost can’t even see it unless you really look closely or feel it with a fingernail. There is also a small scratch on the corner of the aluminum case now.
Option 1: Should I just send the old phone back anyways and hope that they don’t notice the crack in the screen and scratch on the case? I’ve read on this forum that all they do is see if the phone turns on and then they move on to the next one? Could result in paying the $229 fine for the phone being damaged.
Option 2: Call Verizon tell them what happened send back the phone they sent me and instead do a cracked phone replacement through HTC's website which supposedly does a onetime replacement phone for things like breaking your screen.
Option 3: Keep the new phone without sending back the old phone and hope they dont notice. I actually did this in the past once and they never charged or contacted me about it. Ive heard that they dont really track to see if you turn in the old phone but that was some time ago and I dont know if that is still the case.
Sure would be nice if they had a way to still do a warranty exchange for the legitimate issue while also paying them a lesser amount to pay for the cracked screen but I guess they dont have that option.
Any advice would be much appreciated.
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I've done plenty of warranty exchanges with Verizon. Best bet is to call Verizon and tell them what happened. Send the old one back. This way you don't feel guilty or have to lie about certain things. VZW won't care. Or another option is to just send it back without calling them. I'd advise you to call them though so they can note it in your account. They don't play as fast and loose as they used to. They sent me 2 HTC Thunderbolts and when I called they said I could sell one if I wanted to. It costs them a good amount of money per warranty exchange. That's why there is a $100 deductible now with the $10/mo warranty.
Sent from my Big Red M8