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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.
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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
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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...
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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.

Stupid enough not to put the phone back to stockbefore returning it to ATT

Hi Guys, this is my story
Recently I have saw a black mark on my screen that would not go away. In addition there were some spots that were also visible.
I have went to a ATT service spot and ask for a replacement, the guy looked at my phone and agreed to give me a refurbished phone.
I am worried about two things:
1. the guy said that if the spots were caused by water I will pay 500$. Truthfully, the phone was anywhere near water but it does look like water damage....
2. The phone that ATT took was rooted.
Do you think that I have a big bill coming on?
* really worried...
Regards
B

borisb said:
Hi Guys, this is my story
Recently I have saw a black mark on my screen that would not go away. In addition there were some spots that were also visible.
I have went to a ATT service spot and ask for a replacement, the guy looked at my phone and agreed to give me a refurbished phone.
I am worried about two things:
1. the guy said that if the spots were caused by water I will pay 500$. Truthfully, the phone was anywhere near water but it does look like water damage....
2. The phone that ATT took was rooted.
Do you think that I have a big bill coming on?
* really worried...
Regards
B
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Click to collapse
From my discussions with the att warranty department (ie. last three days), anything that they can constitute as user damaged, they will charge you 399 dollars for the refurbished phone.
So technically since the phone was rooted, unless the att tech reflashed it before sending it out, you have voided your warranty.

Even if its a HW issue?
What are the chances that they will reflash it? probably zero.....
Has anyone had something like this?

borisb said:
Even if its a HW issue?
What are the chances that they will reflash it? probably zero.....
Has anyone had something like this?
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Even if its a hardware issue, while the phone is rooted the warranty is voided.
I am not sure never worked at att, but I am guessing they just put it in a box and ship it.

The most they do is wipe user data.
In all honesty, I would argue with them if they do charge. Reason: " the guy at the stand did not check it first. " all blame should fall on him because he furnished you with another phone without checking it first.
ATT rep.. The phone you provided us is no longer under warranty due to it being voided.
You.. The guy at the store gave me a new phone and said everything was ok. Why am I now being charged. Did he break it? .
ATT Rep.. I am sorry for the confusion.........
Something like that, just play really dumb like you have no idea what there talking about, and chances are the will void the charge due to employee negligence.
Now if you signed something agreeing to take the phone with the chance of being charged anyways, you may be **** out of luck. But its worth a shot. I know when it was cingular, our returns department never even checked the phones, the most we checked for was the water mark stickers. And even that was not always checked. When we sent them off to the manufacturer for exchanges we shipped them out in bulk and by doing so they realy couldnt tell what came from who.
Sent from my VEGAn-TAB using Tapatalk

xKrisx said:
Now if you signed something agreeing to take the phone with the chance of being charged anyways, you may be **** out of luck. But its worth a shot. I know when it was cingular, our returns department never even checked the phones, the most we checked for was the water mark stickers. And even that was not always checked. When we sent them off to the manufacturer for exchanges we shipped them out in bulk and by doing so they realy couldnt tell what came from who.
Sent from my VEGAn-TAB using Tapatalk
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The last part of that has changed since they use imei's now.

I think you will be fine. You giving the Warranty Department too much credit. You will be fine.

i guess it matters on how hard the warranty guyz wana work... hopefully they will get the phone on a friday lol good luck

A year or so ago i was buying a mytouch 3g in a tmobile store and the guy selling me the phone told me about how i could root the phone and wireless tether for free!
I even asked him if it would void the warrenty and he said it wouldnt!

I hope it will be OK.
Do they sent it to ATT o directly to HTC?

mudknot2005 said:
Even if its a hardware issue, while the phone is rooted the warranty is voided.
I am not sure never worked at att, but I am guessing they just put it in a box and ship it.
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Right. He taped it up before me (for one of my earlier captivates) and when I asked if they would reset or anything like that, he said it'll go directly to Samsung. Its a good thing I always wipe data before I return any phone.
So my guess is, for phones returned within 30 days that wud come as refurb, they will be within AT&T. But for any hardware issues they won't even bother to look into it and simply return the phone to manufacturer.

I sent a rooted Samsung captivate (told them it had random shut down issue which was a known issue it didn't have that prob gps was crappy) in that was rooted and nothing happened. A lot of times its not cost effective for a manufacturer to check all that stuff. Remember they have to pay a tech by the hour to do all that. Its usually more cost effective to just refurb and either resell or use as a replacement. I'm betting you'll be ok. I wouldn't worry about it until you hear from them. And like the other guy said play dumb.

Carlrobling said:
I sent a rooted Samsung captivate (told them it had random shut down issue which was a known issue it didn't have that prob gps was crappy) in that was rooted and nothing happened. A lot of times its not cost effective for a manufacturer to check all that stuff. Remember they have to pay a tech by the hour to do all that. Its usually more cost effective to just refurb and either resell or use as a replacement. I'm betting you'll be ok. I wouldn't worry about it until you hear from them. And like the other guy said play dumb.
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AT&T doesn't bother until the manufacturer comes back. I remember reading on Captivate forums where some people got billed full amount after a couple months cos Samsung came back to AT&T charging them.

diablo009 said:
AT&T doesn't bother until the manufacturer comes back. I remember reading on Captivate forums where some people got billed full amount after a couple months cos Samsung came back to AT&T charging them.
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I'm sure it has happened. Not everyone gets lucky. I will say this ATT techs aren't very bright. When i first got my inspire (used from craigslist) i put my sim in and it said it had a sim lock. I called tech support they told me they didn't know what it was. Then tried to tell me it was cause someone tried to root it and failed. I later figured out on my own that it was a bad sim and after having it replaced it worked perfectly. So i wouldn't count on ATT but Htc its a roll of the dice. Keep us posted let us know how things turn out.

Some of you are giving far too much credit to the warranty department. I can't speak for AT&T as I don't work for them...But I do, do tech support for Philips Electronics... In all honesty, 1 out of every 15 people here is technologically advanced. Most people work here because its a job.
The way our warranties work is 2 ways.
1. We either say screw it and send another product
or
2. The product comes in for testing, we test it...If it works, it goes back, if not, we replace it. 99.99% of the time, the people testing the product are not smart enough to look for alterations to the software.
Again, this is how we work here, and I can't speak for AT&T.

tribalartgod said:
Some of you are giving far too much credit to the warranty department. I can't speak for AT&T as I don't work for them...But I do, do tech support for Philips Electronics... In all honesty, 1 out of every 15 people here is technologically advanced. Most people work here because its a job.
The way our warranties work is 2 ways.
1. We either say screw it and send another product
or
2. The product comes in for testing, we test it...If it works, it goes back, if not, we replace it. 99.99% of the time, the people testing the product are not smart enough to look for alterations to the software.
Again, this is how we work here, and I can't speak for AT&T.
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Not only not smart enough but like you said its just a job and they don't even bother to care. Like i said earlier there techs aren't very bright and tried to tell me someone tried to root the used inspire that i had. He even went around and asked other techs that's the only problem it could be he said. After some trial and error I figured it out called tech support back told the lady this time what i figured out she agreed and made note on my account that i could get a free sim. Glad i don't bother believing everything i hear lol and would rather do my own research first.
P.S. Its like that everywhere you go. People are all the same from job to job you see the same things everywhere lol.

BAleR said:
A year or so ago i was buying a mytouch 3g in a tmobile store and the guy selling me the phone told me about how i could root the phone and wireless tether for free!
I even asked him if it would void the warrenty and he said it wouldnt!
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And if the rep said that they will give you a free phone every 6months you would believe that too?

jaw2012 said:
And if the rep said that they will give you a free phone every 6months you would believe that too?
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Never said I believed it, just quoting him

When htc gets the phone they will wipe it and put it back to factory because there is no need of anything on the phone and anything done on the phone software issues could be the problem, so always best from there stand point to have it back to factory. That is exact reason any time u call about anything with pc or phone they want u to restore to factory.

G2x warranty exchanges are on backorder

I think they ran out of refurbs that were crap. LG is probably shipping them fresh G2x's that are good. My 4th one will come next day air through UPS when they get more in stock. I will add the information to the thread comparing serial numbers.
Anyone else have that information told to them?

Not sure, but T-mobile was ready to exchange my another phone yesterday, as soon as I said , I thought they were all out right now, they told me "oops, I made a mistake, you are correct"
Confusing to say the least. After that conversation, I tried it again with another agent. He told me they can exchange.
Of course, nothing is seriously wrong with my phone except screen bleed but I wanted to see what they would say about exchanging.

haha sounds like tmo reps are being told to pacify those that do not know better with more dud phones and shipping and handling delays....the sad thing is there are ppl out there that give up and endure these manufacture and/or software defects, sadder still these ppl will never recommend t-mobile to anyoneband t-mobile does not seem to care
Sent from my LG-P999 using XDA App

Backorder means nothing at Tmo. My second exchange was "backordered", it shipped a day later.
I have another replacement coming, no ETA as I've just requested it.

GideonX said:
Backorder means nothing at Tmo. My second exchange was "backordered", it shipped a day later.
I have another replacement coming, no ETA as I've just requested it.
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You received a warranty replacement - you need to request a true exchange.

I also just warrantied my phone at a local store this weekend for screen bleed. This will be my third one....he said if this one is still jacked up they would offer something to make it all better. I just want the phone I bought to work correctly without defects. Whatever the case may be, they always send the main unit without back cover and battery, so I will do the full exchange next time if it comes to that.

G2x indefinite backorder!!
Customer Service told me on Friday that it would be back in stock early this week, but dropped my call transferring to tech support to complete the process of troubleshooting my phone (stuck on start-up screen & unable to hard reset...yeah, tech support can't help) before putting in an order for a warranty exchange (which as of 6/17 cost $5 ONLY IF you have insurance!?!?). When I called back, I briefly spoke with another agent before demanding to speak with her manager. The condescending jerk told me they did not have a date for when they would be back in stock, no I could not get a different phone, and no I would not be compensated in any way shape or form for my inconvenience.

^ I'm sure you can fight for compensation on the bill. Trust me, the loyalty department is pretty good with that kind of stuff. I was compensated the whole data plan charge of 30 bucks when my I told them that the battery life was horrible on one of my batteries. It was defected, and I complained I could not use the internet at all during the week that I was complaining about. She was nice enough to compensate the whole month for me AND send me a battery free of charge

Just chatted with a rep....I asked where my replacement phone was and she said they are NOT on back order, so I should've gotten it by now (ordered this weekend on 2nd day air), so she filed a research form or something to locate where my replacement phone is.

Like 2 weeks ago I called TMO to get a warranty replacement. She told me the same thing that the refirbs where backordered because the g2x was pulled (her words) She told me that as soon as they got them in one would be sent out to me. two days later I got a shipping notification and 4 days after the all had the replacement. The replacement had worse screen bleed than the one I sent back(I didnt send it back for that reason) So I doubt I got one from the new batch. I sent the other one tmo sent me directly to LG (Steller wireless technology) I'm waiting to get that one back fixed or replaced with a newer batch one.

I called in for a replacement battery, and everything is on backorder. Maybe they are prepping for something . . .

erinski said:
Customer Service told me on Friday that it would be back in stock early this week, but dropped my call transferring to tech support to complete the process of troubleshooting my phone (stuck on start-up screen & unable to hard reset...yeah, tech support can't help) before putting in an order for a warranty exchange (which as of 6/17 cost $5 ONLY IF you have insurance!?!?). When I called back, I briefly spoke with another agent before demanding to speak with her manager. The condescending jerk told me they did not have a date for when they would be back in stock, no I could not get a different phone, and no I would not be compensated in any way shape or form for my inconvenience.
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I just got a shipping notification! I have spoken with several reps and asked for compensation and been shot down every time. T-Mobile has been the worst company I've ever dealt with. Identity theft, idiots reps that are less informed than me, misinformation, 8 bank overdraft charges in a week trying to push a check through, and a looooong list of promises and no follow-through. Never thought I'd miss AT&T...

erinski said:
I just got a shipping notification! I have spoken with several reps and asked for compensation and been shot down every time. T-Mobile has been the worst company I've ever dealt with. Identity theft, idiots reps that are less informed than me, misinformation, 8 bank overdraft charges in a week trying to push a check through, and a looooong list of promises and no follow-through. Never thought I'd miss AT&T...
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Tmobile stole your identity?! Lol
Sent from my LG-P999

Went to a T-Mobile store today. They had 0 in stock. So, they called another store. They also had 0 in stock. I got them to put in an order for a warranty exchange as my phone seems to have every possible problem, except reboots. They told me they were on back order as well.
So, I'm thinking, like some-one else said, that they are holding back for a new batch of phones. That's what I'm hoping anyway.
Also, I think the 5 dollar warranty exchange fee is ridiculous. Verizon never charged me to warranty a phone.

I called for a warranty exchange 2 days ago and they told me it was on backorder. Just got a message saying it was shipped. Probably a refurb?
Sent from my LG-P999 using XDA App

Just called in yesterday and they were on backorder then too hope it comes soon.....
Sent from my LG-P999 using XDA Premium App

enmass90 said:
I called for a warranty exchange 2 days ago and they told me it was on backorder. Just got a message saying it was shipped. Probably a refurb?
Sent from my LG-P999 using XDA App
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Same thing happened to me, now got a defective replacement! About to call tomorrow and see what they say!
....

I have never had a charge to warranty replace up until the last one. Maybe its being used for something? Or a new policy is in place lol.

My G2x replacement is shipping. Lets hope it has gingerbread .

[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
Click to expand...
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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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Click to collapse
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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Click to collapse
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.
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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.
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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