Related
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?
Click to expand...
Click to collapse
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...
Click to expand...
Click to collapse
Cool! let us know how it goes.
Does ur build. 1012 have 3 button recovery/download mode? Did it come loaded with Jh7?
smyrnaheather said:
So after months of shutdowns and BS from AT&T and Samsung, AT&T has finally come through. I spoke with someone in the "Office of the President" and after checking into the issue, they overnighted me a NEW Captivate (my phone was purchased in August, so I am well out of the 30-days). Their statement was that the defective phones are not supposed to be in the new lots or refurb lots, as it is against their procedures to knowingly sell defective phones. I would suggest taking your complaints there. The number is 1-800-331-0500. Be firm and upset, but be respectful. They will work with you.
I hope this helps to resolve the issues you are all having with swapping out your defective phones with a NEW Captivate.
Click to expand...
Click to collapse
Sent from my GT-I9000 using XDA App
born_fisherman said:
Does ur build. 1012 have 3 button recovery/download mode? Did it come loaded with Jh7?
Sent from my GT-I9000 using XDA App
Click to expand...
Click to collapse
Comes loaded with JH7. I have no idea what the 3 button download thingy you mention is. I haven't gotten into rooting phones, and etc.
What do you think of this:
I went to a warranty center and had my phone exchanged, only to find out (not until I got home) that the IMEI of the replacement phone also falls within the range of potentially problematic phones.
So, rather than settle for what they gave me, I went back the next day and asked if they had any newer phones or, more specifically, any that weren't in the range of IMEIs that have been identified by Samsung as possibly having the shutdown problem. They didn't, so then I called the 800# and talked to their Android specialist.
The specialist told me that I shouldn't worry about it, since all of the bad phones had been removed from inventory. I found that hard to believe, but was at a loss for what to say, so I ended up doing the master reset and was scheduled to talk to them again to see if that did the trick.
Should I leave it at that and assume he was correct telling me that all of the bad phones had been removed from inventory, or should I force the issue and "demand" a newer phone, so as to avoid possible problems 3, 4 or 5 months down the road (or worse, after the warranty is up)??
Anyone have any first-hand knowledge of whether AT&T took all of the bad-range phones or I'd stock? Anyone been told something similar by AT&T?
Sent from my SAMSUNG-SGH-I897 using XDA App
I am on my 4th replacement from the warranty department. They have not removed the affected phones from inventory. This 4th phone has it and is going back. I am in the middle of trying to get them to send me a new phone. I had called. they referred me to some specialist and they took my info and are scheduled to get back to me... I hope it all ends well.
Only refurbished phones
Hi,
I talked with android specialist on their warranty dept number, but they are adamant and reiterating that they can only give refurbished phones. My phone is 32 days old. 2 days over their normal 30 days return period
I feel being cheated. Is there a way to do something about it?
bulletguy said:
Hi,
I talked with android specialist on their warranty dept number, but they are adamant and reiterating that they can only give refurbished phones. My phone is 32 days old. 2 days over their normal 30 days return period
I feel being cheated. Is there a way to do something about it?
Click to expand...
Click to collapse
Have you tried bringing it back to the AT&T store? They're usually a little lenient about the 30 days.
Sent from my SAMSUNG-SGH-I897 using XDA App
This phone was purchased from amazonwireless.com. After talking with 3 different reps I was able to convince them to send new replacement phone. But they didn't promise to send me a new phone (IMEI not in defective phone's range). Lets see how it goes with new phone. Else my only option would be to get refurbished phone from AT&T.
Contact the better business bureau, the FTC, and any other complaint site. They actually responded to my BBB complaint - so it may be the best one to go thru.
After my THIRD one I got lucky and when I went to the AT&T store there was a Corp rep there. They didn't believe me at first that the warranty department told me I have to keep getting the same phone, then they called for me. After they found out I wasn't joking I got a replacement...not just a replacement, but a different phone all together (NOT the Captivate). Seems everyone at ATT is well aware that basically this phone has major defects.
Oddly I do know two other people that have one, and they have never had a problem, funny how I had a problem with my original and ALL 3 replacements....Then again, this 3rd Captivate I had when at the att store I found out was actually my original phone shipped back to me again!!! WTF!
Damn, I bought my phone on launch date and not a problem (now that GPS is fixed with custom roms for me )
Looks like those jokers at ATT just cycling defective phones and hoping for customers to just give up on wasting time and stop contacting them.
Thats ATT for you, or any big corporation for that matter.
If it weren't for the custom roms, I would feel similar. Wasn't very impressed after using stock captivate for a while. I'm glad I didn't go through that!
Sent from my SGH-I897 using XDA App
man, i'll have to check if my gf's captivate is still having the reboot issue, if so, I'll have to push for a new phone.
Fall0n said:
man, i'll have to check if my gf's captivate is still having the reboot issue, if so, I'll have to push for a new phone.
Click to expand...
Click to collapse
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.
I have had my first g2x for a little over a week. I really liked the phone, but the screen bleed on the first one was pretty bad. If it was just a little bit of bleed I could of dealt with it. I had flashed over to bionix, and with the black status bar the bleed was horrid. It was hard to make out the status bar sometimes because they bleed was so bad. The phone did not have any random reboots that everyone else seems to have. I wish I could of kept it. I ended up calling t mobile and they shipped a new one.
Today I received my new replacement in the mail. It was a brand new phone. I opened up the box and installed the battery and went for initial boot. The first thing that I noticed was it had a cluster of dead pixels at the top of the screen. If it was one I might be able to deal with it. Although for having a new premium phone I don't necessarily expect it to be perfect, but this was unacceptable. Well then the phone booted and went to the little android that I needed to tap enter. I tapped him, then the phone had a bunch of forced closes and rebooted. I rebooted it and same thing happened 2 more times. By this time I had had enough. I called up t mobile to get another replacement.
They guy that I was talking too asked me since this was going to be my third one why didn't I wait for the htc sensation. I told him the reason I didn't want it was because it was too big, but the main thing is because of the locked boot loader. I asked if they had an actual date for release, but he did not have one. He said he has seen leaked documents on blogs giving a date. But we have all seen the same thing. I also sold my vibrant so I don't have another phone right now. I really like the g2x and want to keep it. I also like the idea of the tegra 2. I am a big fan of nvidia, and their support has always been top notch. I hope I get a good third phone, because I really want to keep the g2x.
On a side note, I re-upped my contract to get this phone at the upgrade price. I was told today that to get new phone and not a refurb I had to extend my contract so that the 2 years started from today. Not that 2 weeks of extension was that big of deal but to me that's kind of ridiculous. It's not my fault I received faulty phones, why should I have to re up my contract. I know its only 2 weeks, but that is just a stupid policy. Or maybe it was just the guy I was talking too. I am just tired of these big company's taking advantage of the little guy for things that are not even our fault. I should not have to re-sign my contract because of faulty equipment. I was half tempted to just return the phone right there and tell them to cancel my contract. Not that 2 weeks will kill me, but for the principal of the fact. Has that happened to anyone else that had to return their faulty g2s's?
Another sob story about this phone. This is bad. Why was this device released if it is such a pile. Where is and what happened to LG quality control????
Sent from my HTC Vision using XDA App
I went to tmobile website and this phone has so many good reviews. I don't understand because this is also my 3rd one, and I'm about to return it too. If not for light bleeding, then it is for all the rebooting and freezing for no reason. Could it be because all of my phones are shipped from the warehouse in KY...where are the good ones come from? Any idea?
Sent from my LG-P999 using XDA App
The manufacture date of my phone is only 5/9/2011 so its was not even made 2 weeks ago. It makes me think it cant be a warehouse thing because the phone only being manufactured 10 days ago could not of had that much time to sit on the shelf. I am actually surprised that it can make it from the factory in Korea to my doorstep in 10 days.
bobthq said:
I went to tmobile website and this phone has so many good reviews. I don't understand because this is also my 3rd one, and I'm about to return it too. If not for light bleeding, then it is for all the rebooting and freezing for no reason. Could it be because all of my phones are shipped from the warehouse in KY...where are the good ones come from? Any idea?
Sent from my LG-P999 using XDA App
Click to expand...
Click to collapse
Hi,
Mine shipped from KY and its great, production date 4/26. Screen bleed is very very minimal at the top and really isnt very noticeable unless you read these threads and look for it. I had one reboot but that was because I got the phone stuck when trying to stream music directly from the browser and it went a bit bazerk. But other than that this is a GREAT phone. My friend and his wife got one(from radio shack) with no problems whatsoever and so I would guess there is a bad batch around or something.
In regards to the good reviews about the g2x on Tmobile's site, I posted a negative one and it was removed after the first day. I think they clear out the bad comments.
My 3rd was a refurbished..and I've never owned one past 14 days. And I got in from a Rep.
Still after never getting a NEWphone that worked they tried to send me a refurbished phone.
That just really hit me in a bad way.
Unfortunately from the sound of customers who came to tmo from other carriers tmo is better.
That sucks.
I'm going to the sensation. The Rep did not deny the sensation would be here in a few weeks.
Just said they can't confirm until an official date is given.
My g1 was the best phone I swear.
I'm learning to trust HTC for a well made and tested phone.
Sent from my LG-P999 using XDA Premium App
mr.orange303 said:
I'm learning to trust HTC for a well made and tested phone.
Sent from my LG-P999 using XDA Premium App
Click to expand...
Click to collapse
Except for battery life. Htc phones and battery life just plain suck and get nowhere near what they claim
Sent from my HTC Vision using XDA App
tackleberry said:
Except for battery life. Htc phones and battery life just plain suck and get nowhere near what they claim
Sent from my HTC Vision using XDA App
Click to expand...
Click to collapse
Yeah my g1 was a twice a day charger.
Sent from my LG-P999 using XDA Premium App
mr.orange303 said:
Yeah my g1 was a twice a day charger.
Sent from my LG-P999 using XDA Premium App
Click to expand...
Click to collapse
somehow i got a whole "work day" out of my G1....which was from 3am to 3pm. granted i would be in the 15% range at the end of the work day but it did last most work days all day. slower work days like mid week i would carry my car charger just incase, but on weekends when it was busy i would actually be at 30% area of remaining battery at end of same hours due to less use. the G1 was a decent slab of hardware. i sold it to my friend that just moved on to a G2 2 months ago, and said it still worked perfect. I got the G1 about 2 weeks after its retail release.
Let me start of by blaming myself for this incident.
I should of checked the package before I signed for it and let the UPS driver go.
Today my replacement was delivered and all I got was an empty box.
Upon delivery I was watching my niece and didn't think twice about it, I grabbed the box signed for it and went to check on her.
Afterwards I went to check out the replacement only to find out the box was tampered with and there was nothing inside.
I immediately called T-Mobile to make them aware of the situation.
They said they will investigate the situation and get back to me.
At this point I'm not sure what's gonna happen, I hope I don't get charged for it, but either way it will be a learning experience for me.
I have read about people going through this just never thought it would happen to me.
Please anyone else getting a replacement phone
** Check your UPS package **
Before you sign for it.
If anyone else had this happen to them I would like to know what happened at the end?
Did you end up paying?
Did you also called UPS?
The Tmo rep told me no, but should I call them anyways?
....
You should call UPS, this happened to me but not with a phone so I called UPS because I received an empty box
Sent from my DROIDX using Tapatalk
My idiot UPS guy never lets me open the box until I sign for it. I get alot of big packages, and he doesn't stay and wait for me to open them. I'm afraid something like this will happen to me in the future :L
Anyways... Good luck man. Hope you don't have to pay for the phone.
htc2364 said:
Let me start of by blaming myself for this incident.
I should of checked the package before I signed for it and let the UPS driver go.
Today my replacement was delivered and all I got was an empty box.
Upon delivery I was watching my niece and didn't think twice about it, I grabbed the box signed for it and went to check on her.
Afterwards I went to check out the replacement only to find out the box was tampered with and there was nothing inside.
I immediately called T-Mobile to make them aware of the situation.
They said they will investigate the situation and get back to me.
At this point I'm not sure what's gonna happen, I hope I don't get charged for it, but either way it will be a learning experience for me.
I have read about people going through this just never thought it would happen to me.
Please anyone else getting a replacement phone
** Check your UPS package **
Before you sign for it.
If anyone else had this happen to them I would like to know what happened at the end?
Did you end up paying?
Did you also called UPS?
The Tmo rep told me no, but should I call them anyways?
....
Click to expand...
Click to collapse
T-Mobile will definitely issue you another G2x. When they say they are investigating all they are doing is waiting for someone to pop a sim card into the reported stolen phone. They are making sure that you don't have the phone so the minute someone else uses the phone then you will receive a call back.
Sent from my LG-P999 using XDA Premium App
OuncE718 said:
T-Mobile will definitely issue you another G2x. When they say they are investigating all they are doing is waiting for someone to pop a sim card into the reported stolen phone. They are making sure that you don't have the phone so the minute someone else uses the phone then you will receive a call back.
Sent from my LG-P999 using XDA Premium App
Click to expand...
Click to collapse
Yes, they were going to, but I no longer needed it! So I told them not to send me another one.
You see I was stuck on the S/W screen like many so I went ahead and requested a replacement.
The next day I got it running again and I called T-Mobile to cancel the order, but was told it was too late.
They told me to either send replacement back or my original phone.
I have some screen bleed on this one and I was going to see if my replacement was better.
Guess I'll never know now.
....
Sounds fishy. You ordered a replacement, had it stolen, then didn't need another. Lol
Not saying your lying but giving you my 3rd person view.
I did the same thing except I returned the placement. The one I got has nasty screen bleed and by the time I got mine, I already had mine fixed.
Shouldn't be no big thing but who's to say you didn't take the phone, sit on it for a while, then sell it?
Basically be careful with your story so you don't end up eating the cost of the other one.
I had a similar story where they dropped it off at the empty house next door where it sat for a week. I called and reported it stolen but they said it was delivered and I went looking for it. T-Mobile seemed as though they were going to charge me for the replacement until I found it. I told them what happened and had to PAY to send it back.
LG G2x - CM7.1 RC1 2.3.4
www.CincyAdmins.com
www.MiiWiiChat.com
player911 said:
Sounds fishy. You ordered a replacement, had it stolen, then didn't need another. Lol
Not saying your lying but giving you my 3rd person view.
I did the same thing except I returned the placement. The one I got has nasty screen bleed and by the time I got mine, I already had mine fixed.
Shouldn't be no big thing but who's to say you didn't take the phone, sit on it for a while, then sell it?
Basically be careful with your story so you don't end up eating the cost of the other one.
I had a similar story where they dropped it off at the empty house next door where it sat for a week. I called and reported it stolen but they said it was delivered and I went looking for it. T-Mobile seemed as though they were going to charge me for the replacement until I found it. I told them what happened and had to PAY to send it back.
LG G2x - CM7.1 RC1 2.3.4
www.CincyAdmins.com
www.MiiWiiChat.com
Click to expand...
Click to collapse
I agree his story does sound fishy, but you never know. He could be telling the God honest truth. If it was me I would of let them send another phone because T-Mobile keeps notes of everything and they might have him down for suspicious activity.
Also in your case I honestly would of never let T-Mobile know I found the phone next door at an abandoned house. These two stories would raise flags. I'm not calling any of you liars, I'm just looking from the outside in and from where I stand the stories are sort of hard to believe. I hope you guys understand.
Sent from my LG-P999 using XDA Premium App
Yeah, it does sound fishy, but I'm telling the truth!
Why would I bother lying on here there nothing for me to gain,
I just want to make people aware of my situation so it don't happen to anyone else.
Tmo has everything on record, including when I tried to cancel it!
I could of had them ship me another one, but at this point didn't feel like possibly going through the same thing again.
But it is what it is, I wish I had the handset for resell and this was all made up. Unfortunately it's not, and I just might have to pay for it.
It's a mistake I might have to pay for and definitely learn from.
I just hope Tmo can somehow lock the serial number so that handset can't be used.
....
htc2364 said:
Yeah, it does sound fishy, but I'm telling the truth!
Why would I bother lying on here there nothing for me to gain,
I just want to make people aware of my situation so it don't happen to anyone else.
Tmo has everything on record, including when I tried to cancel it!
I could of had them ship me another one, but at this point didn't feel like possibly going through the same thing again.
But it is what it is, I wish I had the handset for resell and this was all made up. Unfortunately it's not, and I just might have to pay for it.
It's a mistake I might have to pay for and definitely learn from.
I just hope Tmo can somehow lock the serial number so that handset can't be used.
....
Click to expand...
Click to collapse
I don't think you lying cause like you say what can you possibly gain by lying to us (the people of XDA)? As long as you never put your sim card in the phone of question then you will not be charged at all. T-Mobile won't lock the phone because at the end of the day they still get paid for that phone through insurance and because whoever is using that phone most likely is using it on T-Mobile service so they will continue to get paid one way or the other.
Sent from my LG-P999 using XDA Premium App
To me this is like your luggage getting stolen at the airlines. I don't understand how the employees get away with it. They can follow packages and luggage every step of the way. How is it that they can't figure out which employees are stealing?
ickster said:
To me this is like your luggage getting stolen at the airlines. I don't understand how the employees get away with it. They can follow packages and luggage every step of the way. How is it that they can't figure out which employees are stealing?
Click to expand...
Click to collapse
I'm pretty sure they have an idea, but without solid proof they can not even accuse anyone of stealing since its the law. All they would do is probably set them up and hope they take the bait. I would definitely assume its UPS stealing it rather than T-Mobile because they weigh the boxes before they ship and I would think UPS would question why the package weighs the same as an empty box and possibly take note of it since they are partnering with a major company (T-Mobile).
Sent from my LG-P999 using XDA Premium App
How can you not feel the weight difference? Is know right away that the phone is missing...
htc2364 said:
Let me start of by blaming myself for this incident.
I should of checked the package before I signed for it and let the UPS driver go.
Today my replacement was delivered and all I got was an empty box.
Upon delivery I was watching my niece and didn't think twice about it, I grabbed the box signed for it and went to check on her.
Afterwards I went to check out the replacement only to find out the box was tampered with and there was nothing inside.
I immediately called T-Mobile to make them aware of the situation.
They said they will investigate the situation and get back to me.
At this point I'm not sure what's gonna happen, I hope I don't get charged for it, but either way it will be a learning experience for me.
I have read about people going through this just never thought it would happen to me.
Please anyone else getting a replacement phone
** Check your UPS package **
Before you sign for it.
If anyone else had this happen to them I would like to know what happened at the end?
Did you end up paying?
Did you also called UPS?
The Tmo rep told me no, but should I call them anyways?
....
Click to expand...
Click to collapse
ha yeah I had this problem. 4 times in a freakn row I had this problem - yes that's right I got 4 empty boxes delivered from UPS. I jacked around with them for 2 months about this as matter of fact. My end result was the 5th time there was actually a damn phone in the box - however the whole thing (among many other problems) pissed me off so bad I canceled my contract. My theory is that someone at one of the UPS hubs was stealing the phones. Talked to several people at UPS about it and probably 25+ people at t-mobile about it.
In my case, after the 1st empty box, I had a friend make a video of the UPS guy handing me the box, and then me opening an empty box so there was no "you lie" excuse from t-mobile. The phones were being delivered to my office via a UPS driver we see 3 times a day here (we do lot of biz with them) - so either t-mobile was sending empty boxes or some UPS employee was ripping them off.
smashpunks said:
How can you not feel the weight difference? Is know right away that the phone is missing...
Click to expand...
Click to collapse
Honestly when you're watching a 3 yr. old little girl and shes running around the last thing you're worried about is the weight of the box.
Like I said I blame myself for not paying more attention, but when it's never happened to you and you've had several replacements delivered you don't think nothing of it.
....
TechnoHippie said:
ha yeah I had this problem. 4 times in a freakn row I had this problem - yes that's right I got 4 empty boxes delivered from UPS. I jacked around with them for 2 months about this as matter of fact. My end result was the 5th time there was actually a damn phone in the box - however the whole thing (among many other problems) pissed me off so bad I canceled my contract. My theory is that someone at one of the UPS hubs was stealing the phones. Talked to several people at UPS about it and probably 25+ people at t-mobile about it.
In my case, after the 1st empty box, I had a friend make a video of the UPS guy handing me the box, and then me opening an empty box so there was no "you lie" excuse from t-mobile. The phones were being delivered to my office via a UPS driver we see 3 times a day here (we do lot of biz with them) - so either t-mobile was sending empty boxes or some UPS employee was ripping them off.
Click to expand...
Click to collapse
This was my main concern, which is why I opted out of getting another replacement, I know the culprit is still out there and it could happen again, with my luck.
But wow 4 times, that sucks.
....
TechnoHippie said:
ha yeah I had this problem. 4 times in a freakn row I had this problem - yes that's right I got 4 empty boxes delivered from UPS. I jacked around with them for 2 months about this as matter of fact. My end result was the 5th time there was actually a damn phone in the box - however the whole thing (among many other problems) pissed me off so bad I canceled my contract. My theory is that someone at one of the UPS hubs was stealing the phones. Talked to several people at UPS about it and probably 25+ people at t-mobile about it.
In my case, after the 1st empty box, I had a friend make a video of the UPS guy handing me the box, and then me opening an empty box so there was no "you lie" excuse from t-mobile. The phones were being delivered to my office via a UPS driver we see 3 times a day here (we do lot of biz with them) - so either t-mobile was sending empty boxes or some UPS employee was ripping them off.
Click to expand...
Click to collapse
Not that you said it, but just for the record it can also be the package handler (the person who loads the truck) stealing it instead of the driver. I had a friend who used to work as a package handler and his thieving ass would steal the phones until one day he was caught.
Sent from my LG-P999 using XDA Premium App
I'm sorry this happened to you. I'm in charge of the shipping department for a well known retailer and we have issues more than I would care for with UPS. What usually happens is somewhere in their hub someone cuts opens the box, opens the box the product is in, steals the item, puts the empty product box back in the shipping box, and then tapes the box up. Nobody finds out until it reaches the destination.
I hope that perhaps T-Mobile messed up and that you can get your replacement phone quickly.
Sent from my LG-P999 using XDA Premium App
I've honestly never been home for my phone deliveries.
Hopefully this never happens to me because they leave mine in my bushes.
blestsol said:
I've honestly never been home for my phone deliveries.
Hopefully this never happens to me because they leave mine in my bushes.
Click to expand...
Click to collapse
When I had my Vibrant replacements they would just leave them by the door and now with the G2X Ive had to sign for both replacements.
I guess it depends on driver.
....
The op story sounds more legit than the kid who received four empty boxes and did not check any of them or make better plans for shipping after the first three turned up empty. At least the op is aware.
Greetings fellow XDA folks,
Background: I bought an LG G2x (New, from the featured seller on Amazon) on October the 3rd and it shipped in on the 8th. It seemed to work fine until the 16th of October (that's 8 days which the phone worked) when I tried to wake it up in the morning after an overnight charge.
(Paragraph summary: the phone broke, I performed extensive troubleshooting to no avail)
The phone did not wake up so I took the battery out and tried to turn it back on but to no avail. I tried plugging the charger into the phone to see if the little battery would appear on screen. I tried plugging the USB cable into my computer to see if the phone or the computer would do anything. I verified that the electrical outlet was working. I performed other troubleshooting techniques to no avail. I contacted the seller from whom I bought the phone and he told me that I should send my phone to LG.
LG support experience: I sent a warranty claim to LG using their website on the 16th of October. The LG website returned a document which said that an LG rep would contact me about returning/swapping my phone. On the 18th of October (that's about 42 hours later) I received an E-mail with a shipping address in Fort Worth, Texas (Stellar Wireless Technology Inc.). The Next day(19th), I shipped the phone and battery and no back cover or accessories with proof-of-purchase, RMA# and RMA request from, per instructions from the LG E-Mail. I shipped from one state over, using USPS 1-3 day shipping with insurance and signature which cost me 11 dollars. It arrived the 22nd (74 hours to ship, not bad). I went to the LG "track a warranty claim" webpage and entered in my RMA. Each time I did that I got nothing until the 24th when it said "Received (10/24/11)" and it said "shipping (10/24/11)", there was no tracking number. I received a package Friday the 28th from LG. I opened the package and all that was in there was a battery.
I called LG using someone else's phone and I asked where my phone was, the lady asked for my phone number and I gave it to her and she said that she had no record of any RMA under this phone number. I said "I'm going to look on your website track a warranty claim page right now." she quickly asked for my RMA# and I gave it to her and she said that she found the record. She said that LG shipped back the battery because they didn't need it for the repair and that my phone was still in the repair facility. I told her that the LG track a warranty page gave NO indication whatsoever of what progress the repair facility has made. I asked her if she could give me more details. She said that she couldn't and that it's still sitting in the warehouse, waiting to be repaired. I asked her how long that would take, she said that it takes 5-7 business days to repair (I assume from the receiving date) and then it will ship. So shortly after that call on the 28th, I looked on the LG track a warranty claim page and I saw that the facility repaired my phone and that my phone had been shipped, this time I had a tracking number. I received my phone from FedEx (presumably 3-day shipping) on November 2nd because the 29th and 30th of October were weekend days. This time it was the actual phone.
I plugged the phone into the outlet and got the charging screen but I notices that the top two corners of my screen were bleeding. Today, on the 3rd, I got a sleep of death and took my battery out and put it back in and the phone worked fine. My phone has had no other problems so far (about 34 hours).
Overall, I spent two and a half weeks without a phone and I'm down 11 dollars for shipping.
Timeline:
* 8th - 16th (120 hours) phone works and fails presumably midnight of the 16th.
--repair--
* 16th -18th (42 hours) Wait for RMA#
* 18th - 19th (26 hours) I'm busy with other things this need not apply to you (this will vary and is not within LG's control)
* 19th - 22nd (74 hours) shipping via USPS (this will vary and is not within LG's control)
* 22nd - 24th (52 hours) phone and battery sit in facility, on the 24th the repair facility shipped the battery
* 24th - 28th (96 hours) phone still sits in facility, I receive the battery on the 28th and LG begins phone repair on the 28th
* 28th - 2nd (115 hours) LG return shipping (FedEx), presumably 3-day (certainly within LG's control)
2nd - present (34 hours and counting) phone has a few problems (screen bleed and one sleep of death) but it still works, below the standard.
My opinion of all this as of now:
With my phone, I also included a special request for them to remove some bloatware apps from my phone in addition to fixing my phone, I gave them a specific list. I did not expect them to even pay attention to it but I thought "If they actually carry out my request then they are going far out of their way to make the customer happy and I will consider buying from LG for my next phone." They probably just threw it away. They did not carry out my request.
LG warranty repair is very slow. When I got only the battery in the mail I was pretty upset. LG customer service rep was not very co-operative. LG probably doesn't care in the slightest for it's customers. The phone hardware quality is very poor. The repair is poor. On LG's warranty page, they say that they fix it right the first time and that they provide the best customer service. Two outright lies. They say that LG customer support will provide fair solutions on the first interaction, another lie ($11, a poor repair, a defective phone and two and a half weeks of downtime all because of a mistake that LG made is hardly fair). Waiting more than 1 weekday just for an RMA# is not cool at all.
Above all, I hope this proves helpful to all who need to file a warranty claim to LG or to those who already have done so. Secondly, I hope this proves useful to all who are considering an LG G2x for purchase. I also hope this proves helpful to the curious mind.
--Dave
Nevermind. Reread the thread. Sucks!
I don't know what companies the rest of you deal with, but that doesn't sound like a bad experience at all.
compare this with weeks of no xbox due to multiple RRODs lololol
this open source fiasco has gotten everyone's head high. android has aggressively encouraged better support and a better experience with all this open source goodness (compared to any and all alternatives) but when downfalls like this occr we should look always look at the other side of thinks and be glad we aren't using iphones LOL
no srsly though i can't imagine samsung or motorola are any better at customer service. not a single good company comes to mind except maybe like wind mobile lol; and nokia? i think they love their customers kind of not really
hate lg/nvidia because they don't like making easy drivers and oppose open source (has more to do with nvidia anyways lol, and isn't motorola MUCH worse with this with their locked boot loaders?)
I agree lg customer service was complete doo doo when I sent mine in couple months back. My experience was similar to yours.
Sent from my LG-P999 using xda premium
I just sent mine on Monday because my sim card reader died. I hope my experience is better than what you have described.
Sent from my LG-P999 using xda premium
mleet1980 said:
I just sent mine on Monday because my sim card reader died. I hope my experience is better than what you have described.
Sent from my LG-P999 using xda premium
Click to expand...
Click to collapse
I hope yours is better too.
I'd be curious to know how your experience turns out if you don't mind posting.
I sure will. It went out on Tuesday November 8
Sent from my LG-P999 using xda premium
Well I got my phone back today. It was gone a week and it was like they just sent it back untouched. Same problem as b4 it went out. Put my sim card in and I get no service banner. Can't connect to network. But my card works in my other g2x just fine. Any ideas guys
Sent from my LG-P999 using xda premium
Ouch. You might want to put this in its own thread. Thank you for informing us on your experience with LG RMA. This should prove helpful to all who are considering buying LG.
Anyway, as for your problem, did LG claim that your phone was not under warranty or did they just send your phone back without a word? Also, I wonder if T-Mobile would help you if you brought it into one of their stores and asked them to try a different sim card. If that doesn't work (which it doesn't seem to me like it would) that would give you more ammunition against LG.
Update on my LG phone: I am getting a few random freezes and sleeps of death with my phone. I never experienced these sleeps of death and freezes in the eight days prior to sending it in.
I am considering calling them and tell them that I sent my phone in, paid $10 for the shipping, went two and a half weeks without a phone and my screen bleeds and I get random freezes and sleeps of death. Also thinking that, if I do, I will mention that on their site (www(dot)lg(dot)com/us/support/repair/support-warranty-claims.jsp) they claim that they fix it right the first time and provide a fair solution. Paying for shipping and waiting two and a half weeks and getting a defective phone back is neither fair nor is it fixing it right the first time. I'll probably have to go up a few levels because the low lever reps are usually unable and unhelpful when it comes to these sort of things. And if I decide to do it and I go as high as I can but to no avail I will then file a complaint with the BBB and possibly the FTC. Obviously, I'd make sure I went as far as I can go up the ladder with LG before I would contact either because I've heard that if you don't, your claim will be denied and you might even get blacklisted. I don't know if this is true but I wouldn't take any chances.
That's personally what I'm considering. If I happen to actually go through with this I will post my experiences in case you or anyone else would want to do something similar.
That being said, if anyone else has some suggestions for either mleet1980 or me, it would be most helpful.
One final thing, I'd like to thank you who posted your experiences with LG. Much appreciated.
Thanks,
--Dave
The experience sounds really good for a repair. The screen bleeding happens because they sent you a refurbished phone. The bloat ware cannot be removed because it is part of the os unfortunately. You need a custom rom to not have it. So even if they wanted to they couldn't. You could demand a new phone rather than the refurbished one but that would mean you would be out a phone for almost a month and that is what they are banking on as do most companies, because if they were to send a new product to everyone with a problem they would have no money. It sux I know but thems the breaks when the economy is ****.
Sent from my LG-P999 using XDA App
I called on Tuesday and talked to someone who told me everything they did to it. Then I told him what was going on. He told me they would email me fedex labels. It goes back out tomorrow. I'll report back when it returns.
Sent from my LG-P999 using xda premium
projectzro said:
The experience sounds really good for a repair. The screen bleeding happens because they sent you a refurbished phone. The bloat ware cannot be removed because it is part of the os unfortunately. You need a custom rom to not have it. So even if they wanted to they couldn't.
Sent from my LG-P999 using XDA App
Click to expand...
Click to collapse
Bloatware isn't part of the os, you can delete it simply by rooting your phone and using an app such as link2sd. You dont need to flash a custom rom.
This is why i deal with the carriers. I'll buy the phone from them and fight with them when I have an issue. Manufacturers dont particularly care if your not a corporate account, even then they aren't overly concerned. The carriers will do a bit more to resolve the situations, so far I have only had one problem with tmobile and it was resolved rapidly. Verizon was always on top of things when I did have a problem, HTC the one time I had to send my eris directly to them was a nightmare, no phone for 3 weeks.
Got phone back on Monday. Going back to lg again. Maybe 3rd time is the charm.
Sent from my LG-P999 using xda premium
xali said:
I don't know what companies the rest of you deal with, but that doesn't sound like a bad experience at all.
Click to expand...
Click to collapse
Amen. Samsung quoted me 4-6 weeks when I was trying to get the issues with my Moment resolved. Sprint took care of it in 72 hours.
Moral of the story: go through the carrier.
Sent from my LG-P999 using xda premium
Rma sucks. 3 times still no fix. I'm about to eat the g2x & get amaze or gsm galaxy nexus. No more lg phones for me ever
Sent from my LG-P999 using xda premium
mleet1980 said:
Got phone back on Monday. Going back to lg again. Maybe 3rd time is the charm.
Sent from my LG-P999 using xda premium
Click to expand...
Click to collapse
Wow, three times. That sucks. Maybe eventually they will give you a working replacement. That looks like the only way the problem will get fixed.
Hi, I just switched from Iphone 3GS to galaxy note and I regretted this decision. I really like android but there are a few issues on my note. I bought a note a month ago and........
- Phone randomly shut down and had to do battery pull
- Failed to detect sim card sometimes (simcard is new)
- Sometimes battery drop at least 40% or more in one second (Should have taken more screen shots on that) Battery last for 8 hours only and phone stays in my bag from 9am to around 4pm (not in use)
- Screen issue (Black colour not even on videos photos and it is VERY noticeable)
- Sometimes freeze for 30 seconds whenever I open ANY application or surfing web
So I am sending the device back and with these many faults they refuse to replace it. They told me they will repair it but I doubt they can bring it back to 100%.
I need some advice, or has anyone else experience these many faults on their note? I am really unlucky. SIGH
You probably have a bad batch. Mine is working fine and dandy. Either get a refund and purchase a new one or get some other phone if you really hate the Note.
Sent from my GT-N7000 using Tapatalk 2 Beta-2
I really liked the NOTE. I will not switch to another phone. The problem is that Mobiciti after knowing that I have these issues, they won't refund or replace, they will only repair it for 30 business days!!!!
Were u on stock firmware? If yes, ask for a replacement......those assholes wont be able to fix it!
Yes, everything is stock. I've only install a few games, viber and whatsapp and a few other entertainment apps.
I called, emailed and called to ask for a replacement but they keep telling me they won't replace it, they can only repair it. I did tell them that I am 100% positive that they won't be able to fix everything and I have to waste money for postage fee sending it again and again and still they refuse.
I won't be making any purchase from Mobiciti anymore. Service is not good.
network usually will give you 14-28 days for a swap of a handset since you got it after that you just have to read the fine print. Check also your manufacturers warranty.
I know but I contacted them within the period and they told me that they won't replace it.
I would recommend reading all your T&C's and try to shoot them down.
Thank you guys, I will first wait till they done analyzing the issue then go from there. So has anyone ever experience one of these issue?
Well I don't have the Note, but I would try do do a factory reset and a few charge/discharge cycles before turning it in.
Sent from my GT-I9100 using xda premium
That is probably the most hilarious battery drop i have ever seen.
You have no country listed but i assume from the provider, you come from the land down under. I know for a fact that Australia has very strict and specific laws when it comes to merchandise, regardless of where it was purchased. It seems to me that Mobi is making an issue out of the usage but at the very least you should be able to do a device swap. I would go into the store and fight with them...
Definitely you got a faulty device. No big deal, your replacement should work fine.
Sent from my LG-P999 using xda premium
Please use the Q&A Forum for questions &
Read the Forum Rules Ref Posting
Moving to Q&A
Sorry bout the wrong thread posting.
Yes I am from Australia.
I hope they will replace it for me. I couldn't go to the story because I am working in Melbourne and Mobiciti store is in Queensland.
I will keep everyone updated how it goes.
Sent my phone in and currently waiting for their reply.
Hi guys,
Finally an update after 3 weeks sending in the device.
Mobicity refuse to replace the device, in fact, they are looking for a suitable OS for my Note.
I don't understand why are they doing this.
Looking for a suitable OS means my device is not behaving normally and that means it is defective. Shouldn't they be replacing it instead of looking for another OS which is 90% of the time doesn't fix the issue.
I am really not satisfied with Mobicity and won't be trading with them anymore.
What do you think guys? Anyone agree with what I think?