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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
Click to expand...
Click to collapse
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!!!
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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
Click to expand...
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?
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
Click to expand...
Click to collapse
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.
Click to expand...
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
I'm sending my Xoom for repair to Motorola and I can't seem to locate the receipt. I traded my iPad 2 on CL for the Xoom and the guy gave me the receipt. I believe I still have it but in the event that I don't am I out of luck?
I had the receipt in my drawer but my g/f has a habit of moving my things from where I put them. Any help would be appreciated.
I had an issue with mine, didn't have the receipt, but went online with the serial number, opened a case, then called in. they sent me a box (had it the next day, which was a friday.)
They never asked where I bought it or anything, just repaired it. As for turnaround, I shipped it on a friday, got it back on tuesday, which I thought was incredible.
I wouldn't worry about the receipt.
Thanks.
Sent from my PC36100 using XDA App
I called Moto today and the lady stated that they are replacing my Xoom with a new one. I hope I get it tomorrow! I'm having withdrawals and my G/F is telling me I'm talking in my sleep about recovery.
What is the reason for repair/replacement?
I got a brand new Sensation 4G from T-Mobile back in March. It started getting dust under the digitizer at the top of the screen so I took it in to my local T-Mobile shop. They said it was still under warranty, but I'd have to pay $20 and that they couldn't repair it or replace it with another Sensation. They only offered me a Galaxy S Blaze (which I feel is an inferior phone) as a replacement. If I wanted an equal or better phone to replace it they said I'd have to pay full price for a phone since I'm not eligible for an upgrade till February. Basically, I have to pay $20 to downgrade my phone. I thought a warranty meant they would repair the phone for me, I was frankly appalled at the lack of service I received and just walked out of the store. Has anyone else experienced this with them on the Sensation?
Sadly I think they are doing this now because they no longer sell sensations. I had a similar experience with my last device which they gave me a my touch slide to replace it. It was a piece of junk. Out of my frustration and being in contact I paid full price to get my sensation. Which I'm still paying off after a year on there payment plan. This is how they stick you. I called the other day to see how much I had left to pay and was disgusted at there amount still owed after putting 200 down! It's shameful that they don't support their devices and the sensation is not that old! I'm really sorry this happened to you but there is not much we can to but lodge a complaint to T-Mobile. I know it's very frustrating. I wish you the best. Good luck.
Sent from my HTC Sensation using xda premium
Go into tmobile an tell them to add the php warranty to your plan I've gotten three phones from them this year with this warranty keep your phone for about two weeks on the plan then call an tell them that the phone had these problems they'll replace it. I replaced a galaxy s 4g an a HD 2 an now this phone through this warrenty not mention other phones through the years. Hope this helps...oh an this works for any phone you attach to your account I bought the galaxy for a hundred bucks it had a bad USB port they replaced it no problem.
Sent from my HTC Sensation using xda premium
rush420 said:
Go into tmobile an tell them to add the php warranty to your plan I've gotten three phones from them this year with this warranty keep your phone for about two weeks on the plan then call an tell them that the phone had these problems they'll replace it. I replaced a galaxy s 4g an a HD 2 an now this phone through this warrenty not mention other phones through the years. Hope this helps
Sent from my HTC Sensation using xda premium
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Unfortunately I activated this phone in March, and according to T-Mobile's site: "You have 14 days from service activation, valid upgrade, or exchange to enroll in Premium Handset Protection."
I don't have any extra cash right now so I guess I'll just have to put up with not being able to see the top 1/3 of my screen until my contract is up and I've saved up enough to buy a new phone and contract somewhere else. Only thing that sucks is that my wife and I are on a family plan and she has the same phone. When we switch to a new carrier we'll have to fork over the cash for two new phones instead of just one. It's amazing how fast they stop supporting devices these days.
dohclude said:
Unfortunately I activated this phone in March, and according to T-Mobile's site: "You have 14 days from service activation, valid upgrade, or exchange to enroll in Premium Handset Protection."
I don't have any extra cash right now so I guess I'll just have to put up with not being able to see the top 1/3 of my screen until my contract is up and I've saved up enough to buy a new phone and contract somewhere else. Only thing that sucks is that my wife and I are on a family plan and she has the same phone. When we switch to a new carrier we'll have to fork over the cash for two new phones instead of just one. It's amazing how fast they stop supporting devices these days.
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You don't have to have cash just add it to your plan its like 7 bucks a month but worth it how old is the hd 2 3 or 4 yrs old they sent a brand new one my daughter got her Nokia astound replaced also this week, as well as my sensation give it a try you don't have much to lose. I think it they charge like 5 bucks for a process fee that's all...oh
I would try to add it as feature. I got added to wife's account not to long ago an we've been with tmobile for three yrs.
My wife got my daughters php activated as a feature when added her.
Sent from my HTC Sensation using xda premium
rush420 said:
You don't have to have cash just add it to your plan its like 7 bucks a month but worth it how old is the hd 2 3 or 4 yrs old they sent a brand new one my daughter got her Nokia astound replaced also this week, as well as my sensation give it a try you don't have much to lose. I think it they charge like 5 bucks for a process fee that's all
Sent from my HTC Sensation using xda premium
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I don't think you read all of my reply. I'm not eligible for that plan. I only had 14 days to sign up for it after I started my contract, and that was back in March.
LINK: http://support.t-mobile.com/docs/DOC-1250
dohclude said:
I don't think you read all of my reply. I'm not eligible for that plan. I only had 14 days to sign up for it after I started my contract, and that was back in March.
LINK: http://support.t-mobile.com/docs/DOC-1250
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I'm sorry i did miss part of it. I would try to add it, they did it for me an my wife.
Sent from my HTC Sensation using xda premium
I just got out of a chat session with T-Mobile support. I made a copy:
Customer ChatChat Transcript
Please wait while we find an agent to assist you...
You have been connected to %Leonil C.
Customer: There's an issue with my phone and I'd like to replace it under warranty.
%Leonil C: Hello C*****. Sorry to hear that you're having issues with the phone. Don't worry we can troubleshoot to get it fixed, if not, we can talk about the replacement.
%Leonil C: What it wrong with the phone?
Customer: Well, I've had this Sensation 4G since it was brand new back in March 2012. A large amount of dust has accumulated under the touch screen, making it difficult to see the screen properly.
Customer: I've checked the liquid damage indicators on the battery and in the battery compartment and it appears that this is not related to liquid damage. Dust just seems to be entering in from the top edge of the screen.
Customer: I'm also having a lot of difficulty picking up a signal in my area and often have no signal at all for extended periods of time.
%Leonil C: Okay. If there are dusts behind the screen, we can replace it right away. You mentioned that you checked the Liquid Damage Indicator. Is it still white?
Customer: Yes, still white.
%Leonil C: Awesome. There is no physical damage right?
Customer: No, no damage at all. It's still in like new condition except for the dust under the screen.
Customer: I attempted to take it in to my local T-Mobile shop and they said that I could only get it replaced with a Samsung Blaze, which is an inferior device in my opinion so I did not accept it.
%Leonil C: Okay. I will check it from here. Give me a moment.
%Leonil C: Thank you for waiting C******. I tried to check the phones available. The HTC Sensation is not available yet but we have Samsung Galaxy S 4G, Samsung Exhibit II 4G and Samsung Galaxy Blaze.
Customer: I chose the Sensation originally because it had a larger screen and a higher quality camera, All of those devices have smaller screens and lower quality cameras. I am not happy with a downgrade in the specifications of my phone. I am only interested in getting it replaced with the same phone or something a little more comparable than that. You don't have anything a little better than these that it can be replaced with?
%Leonil C: I understand where you're coming from and to tell you honestly, I will not choose any of these phones for replacement too. But the thing is, we don't have stocks for HTC Sensation. That's why we're giving you alternate phone options.
Customer: In that case I will just switch to a different carrier with a better replacement policy when my contract is up in a couple months.
%Leonil C: I understand. Sorry C****** but I cannot do anything about our stocks.
Customer: I do not feel I have received the quality if service from T-Mobile that I should be receiving for my money. I can barely ever make phone calls or send text messages and now you want to downgrade my device that's under warranty when there's an issue with it.
%Leonil C: Yes I agree. Its just that HTC Sensation is low on stock. Sorry C******.
Customer: Is there any way that I can be notified when they become available again?
%Leonil C: As much as I want to, we cannot give you a notification when its available. But you can contact us again to check for the status.
Customer: Can you at least give me an estimate of when I should check back again?
Customer: Or is it at all possible to receive an early upgrade for my inconvenience?
%Leonil C: Sorry C****** but I do not have that information. We cannot do the Early Upgrade. But we can give you credits for all the trouble.
Customer: Well, I would like to do that at least.
%Leonil C: Okay thank you. I will credit $10 from the bill for the trouble this has caused. Please contact us again to check if we have your phone on stock.
Customer: Okay, thanks anyways.
%Leonil C: You're welcome. Will that be all for today?
Customer: I heard something about a Premium Handset Protection plan, is it possible to add that to my current plan and if so how much extra per month will that cost me?
%Leonil C: Premium Handset Protection plan is the Insurance. Its an extra $7.99 from the current bill. But unfortunately, we cannot add it anymore on your line. It can only be added 14 days after you receive the phone.
Customer: Okay, well I guess that there isn't anything else useful that you can do for me today then.
%Leonil C: Aside from the $10 adjustment yeah.
%Leonil C: Will that be all for today C******?
Customer: yes, thank you.
%Leonil C: You're most welcome.
%Leonil C: Thank you for choosing T-mobile Chat, have a great day!
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Wow! I was not sure if I was going to switch carriers after my contract was up, but they most certainly just made my mind up for me. This is a joke.
They tried to tell me that too, that rep lied to you they do have replacements they sent me two in a week they sent one to the wrong address when complained they sent another over the weekend i would call an demand to talk to loyalty an tell them your about switch I bet you get your handset an insurance. I would call I don't ever use the online chat you get better results person to person demand a manger if you don't like what the rep is saying. You pay a lot of money to these ppl tell that.
Sent from my HTC Sensation using xda premium
If above post is correct I'd callup like he said and demand the sensation for replacement. I heard they were not giving them anymore, but if he just got one, I'd defiantly talk to a manager about this.
Sent from my HTC Sensation using xda premium
Why are you going through T-Mobile?
Your warranty is with HTC.
I also had dust under my screen recently and just emailed HTC. They confirmed the remaining warranty on the phone (valid until July 2013) and arranged for phone to be collected and returned (at their expense). It arrived back to me 4 days later with a brand new screen fitted.
Was very happy with their service and they always responded very quickly to any questions I had. Everything was arrranged through e-mail and their support contact site.
Phil
Did my replacement order over the phone with Sprint customer support last Sunday 9/11. All I continue to get is emails stating my order is processing. I know others have handled their recall this way as well. Any updates for anyone? Hopefully we don't have to wait weeks when stores are getting them in. Only reason I did it this way is because my note 7 wasn't purchased directly from a sprint store.
Good Morning Dude!! I called a local Sprint Corp store yesterday as I wanted to swap out sooner than later. The Sprint Corp store told me they are only swapping devices that were purchased at a Corporate Store location. Hmmm.....I called the Sprint Telesales 800 line and talked to them. Sprint told me the same thing. Corporate stores are only swapping out devices that were purchased at a corporate location.
I contacted my local Sams club and they told me they would have replacement devices on Wednesday and I could swap at the Sams location I bought the phone from...which I plan on doing Wednesday.
Sprint said that I could refuse shipment on the device they send me and when they get the device back, they would cancel the telesales order.
Kind of a long drawn out process...but that's my plan. If I get the Telesales device prior to tomorrow late afternoon, obviously I'll keep the telesales device. But I don't see that happening.
hotspace said:
Good Morning Dude!! I called a local Sprint Corp store yesterday as I wanted to swap out sooner than later. The Sprint Corp store told me they are only swapping devices that were purchased at a Corporate Store location. Hmmm.....I called the Sprint Telesales 800 line and talked to them. Sprint told me the same thing. Corporate stores are only swapping out devices that were purchased at a corporate location.
I contacted my local Sams club and they told me they would have replacement devices on Wednesday and I could swap at the Sams location I bought the phone from...which I plan on doing Wednesday.
Sprint said that I could refuse shipment on the device they send me and when they get the device back, they would cancel the telesales order.
Kind of a long drawn out process...but that's my plan. If I get the Telesales device prior to tomorrow late afternoon, obviously I'll keep the telesales device. But I don't see that happening.
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Well the note 7 i got was a gift from my grandparents. They live out of state and got it at a third party sprint store so the two different sprint corp stores I went to to exchange wouldn't do it because they couldn't pull the order up. I don't know what else to do other then wait for my advance exchange order to ship from sprint themselves.
Sent from my SM-N930P using xda app-developers app
Finally got my silver note replaced at a Corporate Sprint store. No hassle. It did help that I knew the lead tech person.. Unfortunately, will have to re-pair my Gear S2, Gear Fit2, and Huawei watch. Only lose about 4 hours of data. These cannot be restored with Smart Switch
kbboykin said:
Finally got my silver note replaced at a Corporate Sprint store. No hassle. It did help that I knew the lead tech person.. Unfortunately, will have to re-pair my Gear S2, Gear Fit2, and Huawei watch. Only lose about 4 hours of data. These cannot be restored with Smart Switch
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Where did u originally get your note 7 at?
Sent from my SM-N930P using xda app-developers app
powerstroke said:
Where did u originally get your note 7 at?
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Swappa, but told them the phone came from New York the new resale person's address was New York. Now waiting in queue to cancel the one I ordered by phone from Sprint which was going to take 1.5 weeks from today, but placed order on Monday.
kbboykin said:
Swappa, but told them the phone came from New York the new resale person's address was New York. Now waiting in queue to cancel the one I ordered by phone from Sprint which was going to take 1.5 weeks from today, but placed order on Monday.
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Damn. Wish I could get a sprint store that would help me out. Because I'm basically in the same boat. Are you able to find out how your tech buddy was able to find the order? There has to be a way around it
Sent from my SM-N930P using xda app-developers app
powerstroke said:
Damn. Wish I could get a sprint store that would help me out. Because I'm basically in the same boat. Are you able to find out how your tech buddy was able to find the order? There has to be a way around it
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Didn't look it up or if he did, he didn't say anything. It can be replaced by calling Sprint as a last resort, but the sooner you call the better.
kbboykin said:
Didn't look it up or if he did, he didn't say anything. It can be replaced by calling Sprint as a last resort, but the sooner you call the better.
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Yeah already did that last Sunday 9/11. But their saying up to 3 weeks to get it in the mail.... Bummer
Sent from my SM-N930P using xda app-developers app
2 weeks later and still no update on my advance exchange order on my Note 7. Anyone else still waiting for their order?
Sent from my SM-N930P using xda app-developers app
It is all BS. If my Note 7 did not work good i would be having a fit with them over this. Mine works good so i look at it as a loaner till a New one comes to swap for free. My 2 local sprint Corp stores both said they have none that they got a few in last week but swapped them out. And of course some sold them as new to new people when they're not supposed to. But anyway mine works but the point is it has been awhile now and if the phone gets a scratch or a crack then so be it since they're the ones forcing me to keep it since there is no way for me to give it back to them. Sure i could take it to the store and just wait but then i have to go back to a old phone till it comes out so screw that.
rdcrds said:
It is all BS. If my Note 7 did not work good i would be having a fit with them over this. Mine works good so i look at it as a loaner till a New one comes to swap for free. My 2 local sprint Corp stores both said they have none that they got a few in last week but swapped them out. And of course some sold them as new to new people when they're not supposed to. But anyway mine works but the point is it has been awhile now and if the phone gets a scratch or a crack then so be it since they're the ones forcing me to keep it since there is no way for me to give it back to them. Sure i could take it to the store and just wait but then i have to go back to a old phone till it comes out so screw that.
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My exact sentiments, I tried stores and of course I could go back to best buy since that's where I bought it but I have a order for a replacement through sprint that they will mail me, so I will wait for that instead of this hit and miss nonsense other people are going through
Same here. My time bomb has performed flawlessly so far. I'll just keep using it until they send my replacement. Or it goes boom.
It is now Oct. 5th and still nothing from Sprint about my order shipping for my replacement Note 7. Anyone else received any updates?
Sent from my SM-N930P using xda app-developers app
I just received this from Sprint as I was unable to cancel this Shipment even though I tried several different times.
Dear Valued Sprint Customer:
We would like to thank you for your recent Phone/Battery Replacement Order. We are pleased to inform you that your replacement order has shipped.
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Order Summary:
Phone Replacement Order Number: xxxxxxxxxxx
Wireless Phone Number: xxxxxxxxxxxx
Defective Phone Information:
Model Name: Samsung Galaxy Note 7 Black
Serial Number: xxxxxxxxxx
Replacement Phone Information:
Model Name: SAMSUNG N930P2 BLK KIT
Serial Number: xxxxxxx
Tracking Information:
UPS Tracking No: xxxxxxxxxx
To track your replacement order, please visit www.ups.com
NOTE:
Replacement orders are shipped via UPS Standard 2-Day. Please allow 2 - 3 business days for arrival of your Phone Replacement shipment. Inventory levels and holidays could delay this estimated arrival time.
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Return Instructions:
A pre-addressed return label and return envelope will be included with your replacement order. Please use this customized return label and envelope, as it allows for proper receiving and processing of your return phone.
NOTE: Prior to returning your defective phone, please be sure to follow the activation and return instructions included in your shipment.
2 Simple Steps To Return Your Phone:
1. Repackage your defective phone in the padded envelope provided. For your convenience, the return label is already attached.
2. Place the return envelope anywhere in the U.S. Mail - in your home or work mail box or in a blue U.S. Mail drop box. Sprint will notify you via email when we have received your defective phone.
Return Tracking Information:
USPS Tracking No: xxxxxxx
To track your return shipment or for questions regarding your order, please visit www.usps.com
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hotspace said:
I just received this from Sprint as I was unable to cancel this Shipment even though I tried several different times.
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When did you receive that might I ask?
Sent from my SM-N930P using xda app-developers app
9:44 AM Today
hotspace said:
9:44 AM Today
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Cool. Thank you. Means I should be getting my shipping info soon then cuz I think I did the replacement order shortly after you. I did my order on 9/11, you?
Sent from my SM-N930P using xda app-developers app
Looking back through my emails, it looks like it was placed on the Sept 10th
I've already swapped my device. I'm having Bluetooth problems and am going to contact Sprint and ask them if I can swap my already swapped device for the one that is being delivered. They are expecting a specific serial number to be returned. Who know how that conversation will go....but it's worth a shot.
Got a text this morning with a tracking number and when I checked it, it says to be delivered today so I will be getting mine this afternoon.