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Exchange with t-mobile

I brought this mytouch off Craigslist by trading with my G2. The phone is starting some problems as with not turning the screen on when after a phone call and I got the bad screen on it.
Now I don't know if this phone is stolen or not or the person got it from the insurance by claiming Its lost.
Now do you think T-Mobile will exchnage it? I can't deal with the screen not turning on anymore so yeah.
Sent from my HTC Glacier using XDA App

I am sure this is the reason the owner sold it in first place, I bet the person gave you lame story about how he changed carrier or got it as gift or some BS and he already has something lol so he didn't need it.
This is why I warn folks about buying jack from eBay or Craigslist when first batch came out month ago that means alot of inferior device that shouldn't have passed QC got though. Your best bet is going via HTC device warranty as TMo itself will not honor yours as they have no proof of this device was valid transaction linked to your account. Also the remorse period is only though TMo not by 3rd party individuals.

Thanks for the reply Mr.HKM, He told me he had 2 of these and he wanted to get rid of it so I'm guessing he used the insurance company to get another by saying it was lost.
Is it worth a shot with T-Mobile? or Should I call up HTC tomrrow and see what they can do? The thing is, I don't want to be left phoneless though, that's the only thing that's going to be bad for me.
Would my best bet be selling it back on Craigslist and getting another one?

I bought my HD2 off craigslist and transfered my insurance to it by calling tmo and asking them if I could. It was originally the insurance I had on my touch pro 2. My nexus one was insured by that other company.
I never had to use it on the hd2 so I don't know how that would work. After I bought the MT4G I had the guy at the store transfer my insurance to it.
Its worth a shot calling tmo. From my experience they are wing willing to work with you.
Sent from my HTC Glacier using XDA App

Maybe prick got it buy one get one free though adding family members with contract. Best place to buy it now is though TMo as like you I also considered buying it via CL/eBay but after I saw the rate of bad display, ffc, creaky buttons I decide it to just shall out the full $450 and get it without contract. Didn't want the hassle as I lost my HD2 and was left with dumbphone lol trust me its no fun.
Well this is what you can do just skip it all as TMo will not help you so just contact HTC rep and request RMA for it. While you are sending it go to local TMo store and get "loner" phone while its taken care of. You can contact the seller but I am sure the prick will ignore you as kid will be like its your problem now.
Update: Do as MvP77 said then first with TMo it won't hurt long as you get it taken care of if not then you become the prick and get it of your hand ASAP by selling it to someone else lol

Ugh I looked at T-Mobile website about device warranty under T-Mobile and it looks like you cannot transfer warranties from another customer. Pretty much bumed out at this point.
Should I post of on Craigslist asap and get rid of it and buy another one and risk getting a **** screen and or just keep this?
I flashed iced galicer on it and the screen comes on after a call so I'm just worried about the screen for now.
Sent from my HTC Glacier using XDA App

I have known and helped people who bought through ebay or craigslist get a replacement through T-Mo. It's not a fool proof way but it has worked for some.
First thing is hopefully you are a T-Mo customer? Then don't use the online chat, call them on the phone. Just ask for Tech support. Here is what you are trying to accomplish, you need to get your IMEI # in their system to have a chance. So since this device came out with a OTA (Over the Air update) the same day it launched it is a plus for you. If your IMEI # is not in the system you will never get the update. So when you call and get to the rep just explain to him you are having some problems with very poor battery life and your video chat is not working properly, poor signal etc. Tell him you knew there was a OTA update but you have never received it, and you want to see if this will fix your problems first before deciding on a warranty replacement. If they ask you where you got it tell them you got it from a T-Mobile Store and you bought it full price. Whatever you do don't tell them craigslist. Stay firm on you buying it in a store no matter how many times they ask. Now the above might not even come up but be prepared in case. Noe tell the tech support rep could he please make sure that your IMEI number is correct in their system as you have never received the update. Your number might be in there and it might not. Likely it is not. I had one that was wrong for a whole month from when I changed from my G2. They will ask you for your number and give it to them. If they don't find it they will try to put it in. If the IMEI number is not in their database they will tell you also and ask where you bought it. Stick to the plan. Tell them you don't know why it's not in their system all you did is buy it in their store it should be in the system and you paid full price for it it better be in the system. now I have actually had this happen on one of my early replacements. And I really did get it from a store. They finally said they could manually enter it and override the system. Now if you get this done your almost there. Tell them thank you and you will be waiting for the update and hopefully it fixes the issues if not you will call back. Wait a day or two. The call back and when you here the automated attendant say cancel. This gets you to a higher level rep. Tell the about the problems and you are disappoint that you paid full price and now you have all these problems and the OTA update did not correct them. You are loosing data connection and they stay off for long periods of time. Tell them you have already been to a store and they changed your SIM card and that you have already talked to tech support and factory master reset with them twice and they said it is defective. You said you would give it another chance but it did not get any better. Now hopefully they will process you a exchange and send it to you and then you send yours back..
I hope this help and you get a good one. If all else fails go through HTC.

xdviper said:
I brought this mytouch off Craigslist by trading with my G2. The phone is starting some problems as with not turning the screen on when after a phone call and I got the bad screen on it.
Now I don't know if this phone is stolen or not or the person got it from the insurance by claiming Its lost.
Now do you think T-Mobile will exchnage it? I can't deal with the screen not turning on anymore so yeah.
Sent from my HTC Glacier using XDA App
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Click to collapse
Sounds like a software bug. Try a factory reset before you do anything.

xdviper said:
I brought this mytouch off Craigslist by trading with my G2. The phone is starting some problems as with not turning the screen on when after a phone call and I got the bad screen on it.
Now I don't know if this phone is stolen or not or the person got it from the insurance by claiming Its lost.
Now do you think T-Mobile will exchnage it? I can't deal with the screen not turning on anymore so yeah.
Sent from my HTC Glacier using XDA App
Click to expand...
Click to collapse
I've bought a few different phones off Craigslist and got them all exchanged through warranty. As long as its still under the manufacturers warranty they should exchange it. All they did was look up the imei to verify its still under warranty. This is my experience with T-Mob, so I don't see why you shouldn't be able to exchange it. Now, if its a stolen or lost phone, they might not. Let us know how it goes for you. Hope you get a good one.
Sent from my HTC Glacier using XDA App

This is the kind of thing of why i dont want to buy one off ebay or cl, i dont mind but i know it will be a phone i will have for a long time so id rather buy it brand new.

Trust ME
as long as you have insurance which is 5.99 a month for the php bundle then it will cover the phone...just call in do troubleshooting and hey will replace it as long as there not liquid damage or physical damage....u dont pay anything not even shipping and hanlding

Alright, I'm going to give it a shot today.
This took ne at a surprise, I went and logged on to my T-Mobile and it shows the white mytouch as my phone... so I'm guessing they already know I have a mytouch?
so alright thanks for the replies everyone. I'll call in this afternoon and see what the deal is. Thanks.
Sent from my HTC Glacier using XDA App

rodriguez27 said:
this is the kind of thing of why i dont want to buy one off ebay or cl, i dont mind but i know it will be a phone i will have for a long time so id rather buy it brand new.
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Click to collapse
i agree with you 100%

bobsbbq THANK you soo much for that detailed post and everyone else.
I called and told them about the screen not turning back after a phone call, and they went ahead and replaced it for me. I hope I get a good screen and one that turns on after a phone call. Thanks everyone

Told ya. Tmo customer service is excellent. I even got a watered damage G1 replaced.
Sent from my HTC Glacier using XDA App

I can't express how.much I wanna say thank you. I just hope it comes before this 3 day weekend and with the Sony screen. Thanks guys.
Sent from my HTC Glacier using XDA App

insurance is crazy 6 bucks a month thats 72 bucks a year on a phone you paid 100 bucks for

Lockeskidney said:
insurance is crazy 6 bucks a month thats 72 bucks a year on a phone you paid 100 bucks for
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Click to collapse
For someone like me that switches phones alot and usually pays full or close to full price the insurance its nice. It would suck if it was like sprints insurance where you gotta pay a deductible.
Sent from my HTC Glacier using XDA App

I think T-Mobile does also make you pay a deductible also. Not sure, but I do change phones a lot and not sure if insurance would cover non T-Mobile phones like the iPhone.
Sent from my HTC Glacier using XDA App

Lockeskidney not everyone sells there soul by signing 2year contract and having to pay more than its actually worth. Now lets say this as I never considered insurance. I usually buy the device without contract at full price from valid vendor now if I lose it how much is the deductible? I am sure everyone ATM here some how doing insurance fraud false claiming it as lost.

If I bought from walmart.. can I do an exchange for a different one at tmo?

I'm having WiFi issues and need to replace it but all the walmarts that did have the sensation where I bought it are sold out.. can I get a replacement from tmo?
Sent from my HTC Sensation 4G using XDA App

If you bought it at Walmart you can't ever do an in store exchange in a TMO owned store. If your past the return period at walmart, you can do a warranty exchange through Customer Care. It's still new enough you may get a brand new one versus a refurbished one.
Sent from my HTC Sensation 4G using XDA Premium App

Wow I had crazy WiFi issues with mine too I ordered an unlocked on for my wife and tried it and WiFi is flawless bought it from expansys USA
Anyway if ur past the 15 day thing u can't return it at Walmart
Sent from my HTC Sensation Z710e using XDA App

Actually you can.. I work at walmart and yes there is a 14 day policy but if you read the fine print it is actually 30 days. Also if you complain enough at any walmart they will work with you. You can return anything at walmart.
Sent from my HTC Sensation 4G using XDA App

Htc customer care or tmobiles?
Sent from my HTC Sensation 4G using XDA App

Call htc technical support they will send you a box to send your phone and send you a new device . I bought mine from wall mart and sent it back no questions ask with my previous phone. As long as your phone is not physically damaged for a entire year you are covered for a replacement. I had the htc hd2 replaced four times and I didn't pay nothing.

bonebeatz1234 said:
Call htc technical support they will send you a box to send your phone and send you a new device . I bought mine from wall mart and sent it back no questions ask with my previous phone. As long as your phone is not physically damaged for a entire year you are covered for a replacement. I had the htc hd2 replaced four times and I didn't pay nothing.
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Click to collapse
I called htc they said they only repair phones and they don't replace phones.. I talked to them (tech support) for an hour ..after they said that indeed I did need a replacement he transfered me the warranty and repair and they said what I stated above... Hmmm? I'm confused..
Sent from my HTC Sensation 4G using XDA App

I bought the phone at walmart under contract then cancelled after 14 days.............. Walmart won't exchange it.. havnt tried tmobile.. will tmobile replace it even if the line was cancelled?
Sent from my HTC Sensation 4G using XDA App

Htc said that I could send it in to be repaired.. not replaced.. but I wouldn't have a phone.. so that's not an option...
Sent from my HTC Sensation 4G using XDA App

I am a department manager at Walmart and you don't have 30 days. On Verizon and att you have up to 30 days to exchange. T-Mobile has always been 15 days no matter what. To the user who's store is doing different you are eating the cost and taking money out of your my share check. Each store will be different but at mine I do not do returns after the time period. I give them the number for manufacturer support.
Sent from my HTC Sensation 4G using XDA App

gclawson said:
I am a department manager at Walmart and you don't have 30 days. On Verizon and att you have up to 30 days to exchange. T-Mobile has always been 15 days no matter what. To the user who's store is doing different you are eating the cost and taking money out of your my share check. Each store will be different but at mine I do not do returns after the time period. I give them the number for manufacturer support.
Sent from my HTC Sensation 4G using XDA App
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And I work for T-Mo and its 14 days for upgrade/contract extensions...30 day buyers remorse for new activation's.
I will provide you our policy verbatim here at T-Mobile. See Below and this will answer ALL questions.
If you recently purchased a new T-Mobile phone
You have 14 calendar days (30 in CA) from the date of purchase to return purchased equipment to the point of purchase where you purchased your device from. Equipment must be in good working condition with original contents and packaging to be eligible for a refund of the purchase price. This return policy applies to the purchase of new equipment from T-Mobile or its authorized dealers. Proof of purchase is required. We may charge a restocking fee. A different return period may apply to accessory purchases. Prepaid cards, software, or games are not refundable.
TOP
If your phone is defective and still under the manufacturer warranty
If your phone is defective and still under manufacturer warranty, you can return it directly to the manufacturer. T-Mobile can assist you by providing you with a replacement phone and submitting your phone to the manufacturer for you. This is a service that T-Mobile provides as a supplement to the manufacturer warranty that may come with your phone.
If you would like T-Mobile to provide you with a replacement phone and to send your defective phone to the manufacturer for you, contact Customer Care to order a replacement. Please note that when you call, Customer Care will first attempt to troubleshoot your phone issues. For this reason, please make your initial call to Customer Care from a different phone or you may limit the ability to troubleshoot.
Once you receive the replacement phone, you must return the defective phone to T-Mobile to complete the exchange.
To receive a replacement phone in advance from T-Mobile, you must agree that we may charge you an out of warranty fee (Out of Warranty Fee) for the value of the equipment if your phone is found to be outside the manufacturer warranty period and/or is physically damaged in a manner not covered by the manufacturer’s warranty. You will only be charged the Out of Warranty Fee if, after T-Mobile has received your phone and inspected it, the phone is outside the warranty period or is otherwise defective in a manner not covered by the manufacturer warranty, as described below.
IMPORTANT: Customers can return devices directly to the manufacturer if they do not want to participate in T-Mobile’s phone replacement program. Those customers who elect to participate in this program must agree to pay an Out of Warranty Fee of up to $300 (depending upon device model) if their original phone is ultimately determined not to be covered by any manufacturer warranty.
Customers can contact T-Mobile Customer Care for the Out of Warranty Fee for their particular device.
NOTE: Customers who purchased devices under our Refurbished Device Program can also participate in T-Mobile’s phone replacement program if their phone is still under T-Mobile’s 90 day limited warranty. You must agree to that we may charge you an Out of Warranty fee if your refurbished device is found to be outside the limited 90 day warranty period and/or is physically damaged in a manner not covered by the T-Mobile 90-day limited warranty.
When receiving a new replacement phone, you have two available shipping options:
UPS Ground shipping ($9.95 plus any applicable tax) for delivery within seven business days (unless the item ordered is on backorder).
UPS Express shipping ($19.99 plus any applicable tax) for delivery within three business days (unless the item ordered is on backorder) excluding weekends and holidays. UPS Express shipping is not available to PO Boxes, Military addresses that contain APO AE, or prepaid customers.

T-MOBILE SUCKS!!!!! I have spent 3 hours on the phone and in store this evening trying to replace my Sensation that is eating SD cards.....
I went into the local T-Mobile store and was basicly told by the rep there that he couldnt help me at all, due to the fact of me purchasing the phone through Customer care..... I called customer care and after almost an hour (and getting disconected 2X) they agreed to ship a new phone out.... but it wouldnt be here till Tuesday at the earliest.... well this is the reason I went to the store, I am going to be gone for the next 1.5 weeks..... the reps solution was to ship it out and let it sit on the front step for about a week!!! When I complained I was transfered to an "Account specialist" who proceeded to interupt me several times, and say there was 100% nothing she could do.... I asked to be transfered back to the lady who was going to order the phone and she hung up on me!!!!
After calling back for a 3rd time the only thing the rep offered to do was to log my complaint.... no offer to place order phone, no offer to see if there was any way to allow me to pick it up in store etc....
T-mobile will not allow you to even pick up a replacement phone in the store if the orignal was purchased through customer care.... So I would HIGHLY DOUBT that you could exchange the phone at a t-mobile store if you purchased it at Wal-Mart! As long as you bought the phone T-Mobile DOESNT CARE about you, you are already locked into a contract so you dont matter to them!!!

Its also 30 days @ t-mo if you buy the phone off contract. I've gone through five sensations before I found the perfect one. So far so good.
Sent from my HTC Sensation 4G using XDA Premium App

bilbo6209 said:
T-MOBILE SUCKS!!!!! I have spent 3 hours on the phone and in store this evening trying to replace my Sensation that is eating SD cards.....
I went into the local T-Mobile store and was basicly told by the rep there that he couldnt help me at all, due to the fact of me purchasing the phone through Customer care..... I called customer care and after almost an hour (and getting disconected 2X) they agreed to ship a new phone out.... but it wouldnt be here till Tuesday at the earliest.... well this is the reason I went to the store, I am going to be gone for the next 1.5 weeks..... the reps solution was to ship it out and let it sit on the front step for about a week!!! When I complained I was transfered to an "Account specialist" who proceeded to interupt me several times, and say there was 100% nothing she could do.... I asked to be transfered back to the lady who was going to order the phone and she hung up on me!!!!
After calling back for a 3rd time the only thing the rep offered to do was to log my complaint.... no offer to place order phone, no offer to see if there was any way to allow me to pick it up in store etc....
T-mobile will not allow you to even pick up a replacement phone in the store if the orignal was purchased through customer care.... So I would HIGHLY DOUBT that you could exchange the phone at a t-mobile store if you purchased it at Wal-Mart! As long as you bought the phone T-Mobile DOESNT CARE about you, you are already locked into a contract so you dont matter to them!!!
Click to expand...
Click to collapse
#1 Each location (call center, online, corporate store front) Is alotted a specific portion of devices with traceable by location imei numbers.
#2 Having to return the device to the place you purchased it was included in the contract & receipt IN BOLD LETTERS. Try reading it again.
#3 Walmart purchases their devices directly from HTC or the OEM. NOT FROM US. This is why they can sell them cheaper.
#4 Eating a SD card seems like something you are doing, like buying cheap cards online. That is NOT our fault.
#5 If you are going to be leaving town we can ship replacement devices to where you are, not just your home. So your story makes littls sense.
We do care and i am sorry you had this type of experience. I don't work in customer care but if I did i would have suggested you ship to wherever you are going.
Sent via Motorola Xoom Wi-Fi only tablet powered by Android 3.1 Stock Honeycomb using Tapatalk Pro

gclawson said:
I am a department manager at Walmart and you don't have 30 days. On Verizon and att you have up to 30 days to exchange. T-Mobile has always been 15 days no matter what. To the user who's store is doing different you are eating the cost and taking money out of your my share check. Each store will be different but at mine I do not do returns after the time period. I give them the number for manufacturer support.
Sent from my HTC Sensation 4G using XDA App
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Click to collapse
Bought mine yesterday at Walmart. We noticed on the forms it says 14 day, but 30days in California.

Ok, here's my story.
Purchased an upgrade from Vibrant to Sensation through Customer Care. Phone arrived last Wed, so I'm within the 14-day remorse period. This morning the phone died. Door nail dead. Won't turn on at all, no lights with charger plugged in. Went to TMO store, swapped batteries, nothing. Guy says since I ordered through CC I have to call them for a replacement and they would "ship me one over night" (his words).
Over an hour on the phone with CC, transferred to 3 different people, the best they will do is have me ship my dead phone back to them, once they receive it next week I have to call and they will undo/redo my upgrade deal, and ship me a new phone.
CSR told me all TMO stores are privately owned (not actually T-Mobile), so that's why the store wouldn't replace my phone unless I bought it at the store.
This is not what I would describe as great service.

Elvis_Freshly said:
#1 Each location (call center, online, corporate store front) Is alotted a specific portion of devices with traceable by location imei numbers.
#2 Having to return the device to the place you purchased it was included in the contract & receipt IN BOLD LETTERS. Try reading it again.
#3 Walmart purchases their devices directly from HTC or the OEM. NOT FROM US. This is why they can sell them cheaper.
#4 Eating a SD card seems like something you are doing, like buying cheap cards online. That is NOT our fault.
#5 If you are going to be leaving town we can ship replacement devices to where you are, not just your home. So your story makes littls sense.
We do care and i am sorry you had this type of experience. I don't work in customer care but if I did i would have suggested you ship to wherever you are going.
Sent via Motorola Xoom Wi-Fi only tablet powered by Android 3.1 Stock Honeycomb using Tapatalk Pro
Click to expand...
Click to collapse
Elvis,
If T-mobile can ship to any address why did no one at tmobile suggest this??? Maybe the phone reps need to be instructed of this.
Patriot memory is not a "cheap" memory, Kingson is not a cheap memory, they are both well known brands with excelent track historys.
If I test the SD card in a PC, and copy data to it, power off the phone, pull the battery, insert the SD, insert the battery, and power on the phone and then I receive a message stating the card is not formatted, click OK to allow the phone to format it, and then receive a message stating the phone can not complete the format.... how is that me doing anything wrong??? On our other phone I didnt even power off the phone when I put in an inexpensive SD card, and it is still working great.

bilbo6209 said:
Elvis,
If T-mobile can ship to any address why did no one at tmobile suggest this??? Maybe the phone reps need to be instructed of this.
Patriot memory is not a "cheap" memory, Kingson is not a cheap memory, they are both well known brands with excelent track historys.
If I test the SD card in a PC, and copy data to it, power off the phone, pull the battery, insert the SD, insert the battery, and power on the phone and then I receive a message stating the card is not formatted, click OK to allow the phone to format it, and then receive a message stating the phone can not complete the format.... how is that me doing anything wrong??? On our other phone I didnt even power off the phone when I put in an inexpensive SD card, and it is still working great.
Click to expand...
Click to collapse
That's been procedure though. Many times on my non-employee line i have to call in just like you do and if i am traveling they always ship to where i am going. Most outsource agents are not always trained the best like that and i am truly sorry for your experience.
Sent from my HTC Sensation 4G using XDA App

samnada said:
Ok, here's my story.
CSR told me all TMO stores are privately owned (not actually T-Mobile), so that's why the store wouldn't replace my phone unless I bought it at the store.
This is not what I would describe as great service.
Click to expand...
Click to collapse
WWW.LIES.COM if we don't own it it REQUIRED to say "Authorized Dealer" by law. You probably purchased yours or tried to return it to an "Authorized Dealer" but that is completely FALSE.
Sent from my HTC Sensation 4G using XDA App

Elvis_Freshly said:
WWW.LIES.COM if we don't own it it REQUIRED to say "Authorized Dealer" by law. You probably purchased yours or tried to return it to an "Authorized Dealer" but that is completely FALSE.
Sent from my HTC Sensation 4G using XDA App
Click to expand...
Click to collapse
So, if I do a search for stores here:
http://locator.t-mobile.com/
what tells me it's a real T-Mobile store versus an "authorized dealer"?
If the one near me is a real TMO store should they have replaced my dead phone?

G2X/Sensation Exchange Question?

I purchased my G2X 4/19 through the retentions department and never exchanged yet. It's been fairly good to me so far other than the internet dns issues. I have been waiting around for the updates to come but who knows when that will come. I am now experiencing random reboots and phone getting hot in my pocket for no reason. I want to call in report the issues to tmobile for an exchange but really would hate to receive a refurb device and only to receive a worse device than I have.
I know the website has been showing out of stock for the last month but does TMobile have devices readily available for exchanges or are those also out of stock? I'm trying to figure out if I could somehow use this in my favor if I can ask them if I could have a sensation instead?

I have been lied to so many times by different reps. One says they can give ne the galaxy s 4g for free (which I don't want). The other says I could pay $50 to get the sensation. I said no to that. The next Rep stated there are no offers other than exchanging for the same thing. I am on my fourth G2X and it is getting rediculous. I emailed a long letter to a bunch of the corporate execs about this unacceptable and incobsistent service. We will see what happens. Their whole thing is that the g2x msrp is $499 whereas the sensation is $549. They say the sensation is a more expensive phone and you have to pay to "upgrade", even though it is the only comparable replacement at this point.
Sent from my LG-P999 using XDA App

Cyberdan3 said:
I have been lied to so many times by different reps. One says they can give ne the galaxy s 4g for free (which I don't want). The other says I could pay $50 to get the sensation. I said no to that. The next Rep stated there are no offers other than exchanging for the same thing. I am on my fourth G2X and it is getting rediculous. I emailed a long letter to a bunch of the corporate execs about this unacceptable and incobsistent service. We will see what happens. Their whole thing is that the g2x msrp is $499 whereas the sensation is $549. They say the sensation is a more expensive phone and you have to pay to "upgrade", even though it is the only comparable replacement at this point.
Sent from my LG-P999 using XDA App
Click to expand...
Click to collapse
Then pay the $50 and get the Sensation. If the Sensation is $50 more then it is $50 more. If you walked into a Tmobile store right now, they wouldn't sell you a Sensation for $500.
Basically they are giving you a refund of $500 to put toward another phone. That is pretty generous.
If the OP hasn't had any problems then I'm going to assume he hasn't called in any replacements. They typically don't offer other models until they've shipped out 3 replacements (the 4th offering a different make/model). I think the OP is asking whether they still have refurbs to send out... which I think they still do. So you'd probably have to go through the whole replacement process for a while, which isn't cool just to get a different phone.
I had a replacement shipped to me once and it had horrible backlight bleeding. I called and told them it was defective and shipped it back. My original phone I bricked but revived, thankfully.
All in all, I would call and ask and see what they say. If they send you a refurb, send it back it is worse off.

The only way your going to get a even replacement is getting a rep who actually knows about phones and is willing to get a supervisor override.
Sent from my HTC Sensation 4G using XDA App

how
how do i get the supervisor override done?

randyp007 said:
how do i get the supervisor override done?
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Click to collapse
I wouldn't even know how to go about asking for one. I was just lucky enough to find a rep that was understanding. He put me on hold, talked to a supervisor and then put me on hold again while he went to his supervisors computer to do the override.

Did you had your phone running stock all this time?
Sent from my G2x

If I got my phone off CL am I SOL when it comes to an exchange?

i am wondering as the guy above me ^_^
i love my g2x, but the sensation is quite something

Horsey said:
If I got my phone off CL am I SOL when it comes to an exchange?
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Click to collapse
WHat is CL? If you meant off contract then no your not SOL. I got my G2X off contract as well and I am still off contract even though I got a free Sensation and keep my G2X.

Craigslist he means.
Sent from my LG-P999 using XDA App

My phone has been stock this whole time besides a few apps here and there. I was getting bad battery life at first but did a restore which seemed to fix the issue. At this point i don't think im going to call in to get a replacement i think my phone is going to br one of the more reliable ones out there until the updates. Thanks guys for the input
Sent from my LG-P999 using XDA App

if the update comes out and these problem still exists, then LG & Tmobile will really hear from the customers. They better be ready for the bad press/back lash

After being treated like crap with customer service, I wrote a well worded letter and sent it to all the big wigs at TMobile corporate figuring I would finally get the sensation for free (if they valued my service). I asked for the sensation at no charge or for them to let me out of my contract since they continue to give me a faulty phone. Cindy Maes called me today and stated that they would accept the $50 upgrade but they would do no more. She also said they would not let me out of contract. When I mentioned filing a complaint with the BBB, she said she looks into all complaints from them and that she would not be calling me back and the offer would no longer be valid!!! Now that is guts. No wonder they have been slipping in service year after year......
Should I just pay the $50 for the sensation?

Cyberdan3 said:
After being treated like crap with customer service, I wrote a well worded letter and sent it to all the big wigs at TMobile corporate figuring I would finally get the sensation for free (if they valued my service). I asked for the sensation at no charge or for them to let me out of my contract since they continue to give me a faulty phone. Cindy Maes called me today and stated that they would accept the $50 upgrade but they would do no more. She also said they would not let me out of contract. When I mentioned filing a complaint with the BBB, she said she looks into all complaints from them and that she would not be calling me back and the offer would no longer be valid!!! Now that is guts. No wonder they have been slipping in service year after year......
Should I just pay the $50 for the sensation?
Click to expand...
Click to collapse
is the problem just light bleed or are you having freezing/reboot problems...just a fair warning the sensation is without it's faults also. You are most likely to get dust under the screen due to poor manufacturing. My wife has the same issue with her MT4G but it doesn't bother her like it would me. Just don't be surprised if you run into issues with the sensation.

tq745 said:
is the problem just light bleed or are you having freezing/reboot problems...just a fair warning the sensation is without it's faults also. You are most likely to get dust under the screen due to poor manufacturing. My wife has the same issue with her MT4G but it doesn't bother her like it would me. Just don't be surprised if you run into issues with the sensation.
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Click to collapse
I think all these manufacturers need a lesson in QC/QA, or at least fire the staff they currently have and get a new one. It's seems commonplace that all Android devices are not created equal. I will say this much about the iPoop, that if one person has the death grip issues all 20 million of their devices do.

Cyberdan3 said:
After being treated like crap with customer service, I wrote a well worded letter and sent it to all the big wigs at TMobile corporate figuring I would finally get the sensation for free (if they valued my service). I asked for the sensation at no charge or for them to let me out of my contract since they continue to give me a faulty phone. Cindy Maes called me today and stated that they would accept the $50 upgrade but they would do no more. She also said they would not let me out of contract. When I mentioned filing a complaint with the BBB, she said she looks into all complaints from them and that she would not be calling me back and the offer would no longer be valid!!! Now that is guts. No wonder they have been slipping in service year after year......
Should I just pay the $50 for the sensation?
Click to expand...
Click to collapse
Well writing a "well worded" letter to corporate doesn't guarantee you anything especially if its demanding. Getting a $500 phone for $50 is a good deal and you should have jumped on it- assuming they let you keep the g2x also.

They said I would have to send back the G2X............

At this point is so freaking hard to judge which phome to keep since both seem to have issues.
What makes me want to keep my G2x is the unlock bootloader and the Tegra 2 plus the super snappy interface.
Where I start thinking if I should get the Sensation over the G2x is that the G2x haven't been in their website for over a month and this delayed updates making LG and T-Mobile look very very unreliable.
I will be starting a business and I need a reliable phone that will be supported.
Anyway, any thoughts?
Sent from my G2x

moshe22 said:
At this point is so freaking hard to judge which phome to keep since both seem to have issues.
What makes me want to keep my G2x is the unlock bootloader and the Tegra 2 plus the super snappy interface.
Where I start thinking if I should get the Sensation over the G2x is that the G2x haven't been in their website for over a month and this delayed updates making LG and T-Mobile look very very unreliable.
I will be starting a business and I need a reliable phone that will be supported.
Anyway, any thoughts?
Sent from my G2x
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Click to collapse
Yea, here is my thought. If your starting a business then get the Sensation. It's a better business phone. Keep the G2X if you want a better play phone.

Tmobile costumer care exchange?

So my question ia that I just got this phone from tmobile customer care over the phone. I like everything on the device so far, except the speaker volume.So I want to take advantage of the twenty day guarantee. I want to try another unit. If I call them and tell them that I don't like this unit, will they send the other unit out first our do I have to send mines back first? If I have both units on hand, I can easily compare both and decide which one to keep.
Sent from my HTC Sensation 4G using XDA Premium App

mike2518 said:
So my question ia that I just got this phone from tmobile customer care over the phone. I like everything on the device so far, except the speaker volume.So I want to take advantage of the twenty day guarantee. I want to try another unit. If I call them and tell them that I don't like this unit, will they send the other unit out first our do I have to send mines back first? If I have both units on hand, I can easily compare both and decide which one to keep.
Sent from my HTC Sensation 4G using XDA Premium App
Click to expand...
Click to collapse
Not my experience. I also ordered from TMO over the phone. After 5 days my Sensation died. Took it to a store and they refused to replace it, said I had to call it in. Called and they will only replace it after receiving mine. I even have to call them again after they've received it to arrange the replacement. It's going to take over a week to get the new one.
One other thing, there seems to be a difference in how they treat new accounts and upgrades. Since mine is an upgrade this is the only option I had.
Really pisses me off. There are several ways they could handle this better. Not good service at all.

Samnada you settled for less than good treatment man.
I was on day 12 of 14 and called in about the broken power button. They told me they'd send a new one out when I called in with the tracking number for the one I'm returning. I said fine - will they overnight it? They said they dont do that. I told them they overnighted the first one (2 day ground in a one day zone but their words). I told them I need a phone and I would be cancelling service if that's how it would work. She got with a supervisor and agreed to ship me one and that i'd return the other when I got the replacement or Id eat the cost of the second. She made sure to mention this was a special allowance for me and not general procedure.
2nd phone has a blue dot under the gorilla glass. Called in to see if I could ship both phones together back to Tmo. Thinking about cancelling service too. Not interested in doing this **** over and over. Guy was cool said I should have had return shipping slips in both boxes (I didnt) and that they'd reimburse me if I take my shipping receipt to a store. Also asked me to take the phone to a store to have them see in person whats wrong with it and note my account. Then he said theyd do the same ship and return after receipt of new phone w/ shipping reimbursement to my account via credit.
YMMV from rep to rep man - you may have to call back a few times to get satisfaction. I was surprised the woman I spoke to Wednesday helped me so much. Very cool. Guy I spoke with today was a Sensation owner and very cool too.

GorillaPimp said:
Samnada you settled for less than good treatment man.
I was on day 12 of 14 and called in about the broken power button. They told me they'd send a new one out when I called in with the tracking number for the one I'm returning. I said fine - will they overnight it? They said they dont do that. I told them they overnighted the first one (2 day ground in a one day zone but their words). I told them I need a phone and I would be cancelling service if that's how it would work. She got with a supervisor and agreed to ship me one and that i'd return the other when I got the replacement or Id eat the cost of the second. She made sure to mention this was a special allowance for me and not general procedure.
2nd phone has a blue dot under the gorilla glass. Called in to see if I could ship both phones together back to Tmo. Thinking about cancelling service too. Not interested in doing this **** over and over. Guy was cool said I should have had return shipping slips in both boxes (I didnt) and that they'd reimburse me if I take my shipping receipt to a store. Also asked me to take the phone to a store to have them see in person whats wrong with it and note my account. Then he said theyd do the same ship and return after receipt of new phone w/ shipping reimbursement to my account via credit.
YMMV from rep to rep man - you may have to call back a few times to get satisfaction. I was surprised the woman I spoke to Wednesday helped me so much. Very cool. Guy I spoke with today was a Sensation owner and very cool too.
Click to expand...
Click to collapse
I did take it to a store when it first died to try a different battery in case that was the problem. They confirmed the phone was indeed dead, and noted that in my account. But he wouldn't swap for a new one unless I had purchased it at the store.
I was on the phone for nearly 2 hours, switched to 3 different people, and the best I could get was a $10 credit on the shipping to them. They'll overnight the new one , but not until they receive mine and I call them back to undo/redo my upgrade deal. I could get a loaner phone in the meantime, but it would have just been some cheapo deal which didn't interest me since I have my Vibrant.
Part of what bothers me about TMO is this horsetrading aspect where some people get great deals and others get zip, apparently depending on a roll of the dice and who you happen to get on the phone. Some CSR's are great and others sound like they're robotically reading from a script.
They're standard policy sucks. They need to change it. I shouldn't have to beg and plead and threaten to be treated like I'm a paying customer.
They could have overnighted the new phone to the store, have me turn in my dead one there, and verified the problem and the return. Done deal, and they would be out nothing more than they will now. They could also do just what you said, ship me one overnight and if I didn't return the bad one charge me full retail for both. Fine. But their standard policy seems designed to maximize frustration.
I'm considering all my options, but have to have an international phone, so that narrows the choices of carriers, and from what I've heard ATT is even worse.
If TMO has the best customer service it's no wonder cell phones are the source of the most consumer complaints.

I'm not sure if things have changed in the last 5-6 months but when me and my wife had multiple problems with our MT4G's I never had to send mine in first. As a matter of fact I had 6 out of 7 sent overnight free of charge. But on all of them I was told I had seven days to return them after I received the new one.
Maybe times have changed. I might be doing a exchange as well in the near future and I will see.

i actually am getting a replacement for mine on tuesday , i called it in today after all hell broke loose on my phone today ,they are sending me another unit and im sending them back mine , actually they gave me the option

tigerz0202 said:
i actually am getting a replacement for mine on tuesday , i called it in today after all hell broke loose on my phone today ,they are sending me another unit and im sending them back mine , actually they gave me the option
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Are you in the 14-day remorse period? They kept telling me it was because I'm doing an upgrade and I have to cancel/redo the deal to restart the 14-days on the new phone. I don't understand how people are reporting they've swapped Sensations 3 or 4 times. How is that being done? Am I the only one who's being treated this way?
The more I hear the more mad I get.

samnada said:
Are you in the 14-day remorse period? They kept telling me it was because I'm doing an upgrade and I have to cancel/redo the deal to restart the 14-days on the new phone. I don't understand how people are reporting they've swapped Sensations 3 or 4 times. How is that being done? Am I the only one who's being treated this way?
The more I hear the more mad I get.
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Click to collapse
monday makes 14 days ,i dont know if that makes a difference , they guy asked me if i wanted to wait for an update from htc and i told him no , i also called htc and they couldnt do anything because of the holiday , you shouyld be good to go being that the phone is still under warranty

tigerz0202 said:
monday makes 14 days ,i dont know if that makes a difference , they guy asked me if i wanted to wait for an update from htc and i told him no , i also called htc and they couldnt do anything because of the holiday , you shouyld be good to go being that the phone is still under warranty
Click to expand...
Click to collapse
I'm good as far as it being replaced, it's just the process they're requiring of having to receive my phone before they ship me a new one that's absurd. Due to the holiday it's going to be next Friday at the earliest before I get a phone.
I'll start calling tomorrow to see if they can persuade me to stay a TMO customer.

Totally understand your gripes and they're legitimate. You shouldn't have to roll the dice for options that others get. I feel you on GSM too. I really don't want to go to ATT because I'd have to get an iPhone. I'm tired of reconfiguring phones already. If the next one is trash too I'm going back to my N1 and old contract. Wifi calling is sweet but not happy with the poor quality control.

By way of comparison, we went through a sordid version of this when the N1's rolled out, too. TMO didn't wanna touch'em, Google (who sold and shipped them out overnight) had no live support, and we had to rely on HTC. At the time, HTC's policy was (maybe still is?) only DOA phones would get immediate replacement at no additional charge. Any phone that worked, THEN failed was an 'in-warranty' replacement, and the only way to expedite it was to allow your credit card to be fully charged (although some report a $1 hold rather than a full charge) and THEN they would cross-ship. Otherwise, you had to ship the old unit BEFORE the new one shipped, and we had reports a call with a tracking number (as mentioned above) would also expedite a replacement shipment. I know waiting sucks, but unless it was bought IN a physical store, with their own return/replacement policies, 'it is what it is'. :|

Thanks for the input guys. I'll be calling them soon. They told me that I have a 20 day remorse period for some reason. Also, to the person having the issue of not bring able to return the phone to the store , It's not gonna happen. The rep told me straight up that the phone people and the store people are not together.
Sent from my HTC Sensation 4G using XDA Premium App

Another question: if they send me the other phone also, and I have a chance to compare both, would I be able to send the second unit back incase my first original unit is better? Or do I have to keep the second one?
Sent from my HTC Sensation 4G using XDA Premium App

um when i first got my htc sensation the power button was slanted and the screen was messed up and weird looking aou screen i called that same day to get a replacement got it in 2 days. I told the rep i have the tracking number in my hand which i did =] just went to ups.com got a tracking number and shipped it out tm while my replacement phone was coming. The downside is you will be charged twice =/ the first phone will be on your cc already then they will charge you again for the 2nd one.. thing sucks to wait 4 weeks for it to clear just remember when u drop off the package to ask for the receipt. Maybe i was just lucky huh?

samnada said:
Not my experience. I also ordered from TMO over the phone. After 5 days my Sensation died. Took it to a store and they refused to replace it, said I had to call it in. Called and they will only replace it after receiving mine. I even have to call them again after they've received it to arrange the replacement. It's going to take over a week to get the new one.
One other thing, there seems to be a difference in how they treat new accounts and upgrades. Since mine is an upgrade this is the only option I had.
Really pisses me off. There are several ways they could handle this better. Not good service at all.
Click to expand...
Click to collapse
This is because they are redoing your upgrade. Tell them you don't want to redo the upgrade, you just want a replacement.
Sent from my HTC Sensation 4G using XDA App

Towle said:
This is because they are redoing your upgrade. Tell them you don't want to redo the upgrade, you just want a replacement.
Sent from my HTC Sensation 4G using XDA App
Click to expand...
Click to collapse
They didn't give me a choice. They said this is how it's going to work. Send us your dead phone, once we get it give us a call and we'll redo your upgrade and send you a new phone. They said it was because I got the upgrade through Customer Retention. It's like dealing with the government.
I offered to let them take my CC # and bill me if I didn't return the phone if they would ship the new one right away and they refused.
Not sure how they decide who to punish. My credit rating is perfect. I've never given them a minutes problem in the past. Just seems totally arbitrary.
I called them with the UPS tracking # in order to get the $10 shipping credit, so they have that. They're going to ship me a new phone, so what's it to them if it's today or next Thursday? I just don't get it.

I'm 23, have terrible credit and constantly call in and complain. I've been a customer since I was 18 and in the way that matters, paying my bill, I've always been a good customer. TMobile has always shipped my replacements out first and then I mail mine back to them in the box they ship the replacement in to me.
One time, they shipped be a broken MT3GS as a replacement so I called in and yelled at them so they sent me a second replacement MT3GS so I had three phones, 2 of which belonged to TMobile, out at the same time. I complained about them shipping me a broken phone, the amount of problems on my phone, they tried to give me a motorola cliq2, I told them they were crazy and I got a 350 dollar discount and upgraded to the sensation on Launch Day. Great timing!

Just got off the phone with a much more helpful TMO CSR. Order for replacement phone has been placed, due to the holiday it will ship overnight on Tue, arrive here Wed. Wish I'd gotten her the first time.
Thanks for the encouragement to keep after them.

So any opinions on whether I would have to return my first unit after receiving the second one or just return the second one incase the first unit is better than the replacement unit?
Sent from my HTC Sensation 4G using XDA Premium App

mike2518 said:
So any opinions on whether I would have to return my first unit after receiving the second one or just return the second one incase the first unit is better than the replacement unit?
Sent from my HTC Sensation 4G using XDA Premium App
Click to expand...
Click to collapse
If it is a warranty exchange you can send either back.
Sent from my HTC Sensation 4G using XDA App

Question about Tmobile insurance

Hi everyone.
So for the first time, I plumped for insurance. Because I am so paranoid about breaking that screen on my S8+.
I've never had it before (I had Apple Care on my iPhone) and am just curious as to your experiences of T-Mobile's plan. I was toying with going with Samsung's Premium Care because it says they deliver a replacement to your door, but the Tmobile guy convinced me to try theirs instead.
What I'm wondering is what happens if you break the screen? (I'm guessing people did this with the S7E and the S6E).. Say I call Tmobile and tell them, do they make me send the phone off for repair or do they ship a replacement out to me and then we swap? I'm used to Apple Care where they would take the deductible and then just replace in store.
I believe the Samsung one is near to that (not in store, but they deliver the replacement to you) so wonder how T-Mobile vary. If it's the kind of thing where they are going to make me wait weeks to have it fixed, I'll cancel it.
Thanks.

I've been. T Mobile customer since day 1. I've had the regular & jump insurance since I had my G1. I've only had to replace my phone 2 times since then. Once from theft and once from cracked screen both times i had to pay the premium which was around $100-$200 depending on the price of the phone. Once the replacement comes you send them the broken one. This time around I am trying out Samsung's Insurance.

My insurance is included with my jump 1 program. T-Mobile uses a third party insurance company called Assurant. The deductible for for my S7 flat was $175. As the previous poster said, you fork out the dough, they send you a new or refurbished device along with a return shipping label. The newer the phone, the more likely you are to receive a brand new and not a refurbished device. The more expensive these devices get, the higher your deductible is going to be. I've never used another insurance before.
Sent from my SM-G955U using Tapatalk

T mobile is doing it a bit different now for some reason if your device has defects they send the replacement to a tmobile store where they will inspect your phone before they give you the replacement its happen twice like this that ive seen . My sister just did it they just charged her the 5 dollar shipping fee since it was hardware issue but the guy said that their insurnace claims will be handled like that from now on , waste of personal time IMO but i guess saves them money from people trying to pull a fast one

MacTheRipperr said:
My insurance is included with my jump 1 program. T-Mobile uses a third party insurance company called Assurant. The deductible for for my S7 flat was $175. As the previous poster said, you fork out the dough, they send you a new or refurbished device along with a return shipping label. The newer the phone, the more likely you are to receive a brand new and not a refurbished device. The more expensive these devices get, the higher your deductible is going to be. I've never used another insurance before.
Click to expand...
Click to collapse
This has been my experience as well regarding the process. I have been in a TMobile store when a huge argument have broken out regarding the need to replace a phone. So if I have any doubts I just say I lost it because I don't want any rep trying to be God.

This is great - thanks guys. I just wanted to make sure I wouldn't be in the situation where I called them to say I had a smashed screen, they sent me a returns label and then I had to send the phone off and wait three weeks for it to be fixed or anything like that.
Do they tend to issue replacements fairly quickly? I'm on the policy with Jump. Not that I have any intention of using it but I'm paranoid about this screen!!!

philliplavelle said:
This is great - thanks guys. I just wanted to make sure I wouldn't be in the situation where I called them to say I had a smashed screen, they sent me a returns label and then I had to send the phone off and wait three weeks for it to be fixed or anything like that.
Do they tend to issue replacements fairly quickly? I'm on the policy with Jump. Not that I have any intention of using it but I'm paranoid about this screen!!!
Click to expand...
Click to collapse
yeah if its during the week and you call early enough its usually next day two days tops

funziebear said:
T mobile is doing it a bit different now for some reason if your device has defects they send the replacement to a tmobile store where they will inspect your phone before they give you the replacement its happen twice like this that ive seen . My sister just did it they just charged her the 5 dollar shipping fee since it was hardware issue but the guy said that their insurnace claims will be handled like that from now on , waste of personal time IMO but i guess saves them money from people trying to pull a fast one
Click to expand...
Click to collapse
That's the warranty exchange process. I agree. Completely waste of time.
For the insurance claim, once approved, they ship the replacement phone overnight to the house.
Sent from my SM-G955U using Tapatalk

I did warranty exchange 2 times and paid $5 bith times shipped to my house and when I recieved it I sent old one back
Sent from my SM-G955U using Tapatalk

you gotta make a claim with the insurance company.
They will charge you whatever the deductible is. You pay that and they send you a phone next day air.
Get that new phone and put the old one back in the box and return it. All prepaid labels.
You can do this 2 times a year.

xile6 said:
you gotta make a claim with the insurance company.
They will charge you whatever the deductible is. You pay that and they send you a phone next day air.
Get that new phone and put the old one back in the box and return it. All prepaid labels.
You can do this 2 times a year.
Click to expand...
Click to collapse
I just got my claim approved. Seeing as the s8+ juts came out, do you think I'll get a brand new device or a refurbished? Do you think it will be the same color as my current one?
Sent from my SM-G955U using Tapatalk

SlickNGU said:
I just got my claim approved. Seeing as the s8+ juts came out, do you think I'll get a brand new device or a refurbished? Do you think it will be the same color as my current one?
Sent from my SM-G955U using Tapatalk
Click to expand...
Click to collapse
Has to be the same color and it will be new.
Mall my phones have been new (well wife's lol, i havent broken mines)
She drop her note 7 right after the first exchange and had to file a claim and got the phone overnight the next day.

xile6 said:
Has to be the same color and it will be new.
Mall my phones have been new (well wife's lol, i havent broken mines)
She drop her note 7 right after the first exchange and had to file a claim and got the phone overnight the next day.
Click to expand...
Click to collapse
Sweet! Thanks!
Sent from my SM-G955U using Tapatalk

xile6 said:
you gotta make a claim with the insurance company.
They will charge you whatever the deductible is. You pay that and they send you a phone next day air.
Get that new phone and put the old one back in the box and return it. All prepaid labels.
You can do this 2 times a year.
Click to expand...
Click to collapse
I got another question. So I received my replacement device and it came in with all the accessories, including the afg headphones. When I send my old phone to them, do I need to send all the accessories with it? I'm wanting to keep the headphones at least
Sent from my Galaxy S8+ using XDA Labs

SlickNGU said:
I just got my claim approved. Seeing as the s8+ juts came out, do you think I'll get a brand new device or a refurbished? Do you think it will be the same color as my current one?
Sent from my SM-G955U using Tapatalk
Click to expand...
Click to collapse
SlickNGU said:
I got another question. So I received my replacement device and it came in with all the accessories, including the afg headphones. When I send my old phone to them, do I need to send all the accessories with it? I'm wanting to keep the headphones at least
Sent from my Galaxy S8+ using XDA Labs
Click to expand...
Click to collapse
I always keep the stuff and just return the phone and sim crd tray.
They never ask for them.

xile6 said:
I always keep the stuff and just return the phone and sim crd tray.
They never ask for them.
Click to expand...
Click to collapse
Awesome! Thanks for the help!
Sent from my Galaxy S8+ using XDA Labs

My insurance is included with my jump