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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.
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.
So on Saturday i called Verizon to complain about my proximity sensor not working... i couldn't take hanging up on my friends anymore, and I did try blowing it out with compressed air... No dice.
We went through the normal troubleshooting routine. "Did you try pulling the battery?" "Lets try a Factory Reset" "Call #237 and try to trip the sensor" "Have you tried turning it off and back on again?" with exception to the last one... IT Crowd anyone? Well once the rep was satisfied that I wasn't BS'ing him, we started the replacement process. I gave my address and the whole normal routine, i was placed on hold for a few minutes as the "order wouldn't go through" or something....
At that point I was told that a new policy had been put into effect with replacing 4G devices.... Verizon was going to have to send me a "Recovery Box" where I had to send back my Thunderbolt, and they would send me the replacement within 3 to 5 days. WTF! I explained that this was ridiculous and such, and kindly asked to speak to a supervisor who told me the same thing.
Today, i received the "Recovery Box", and will be sending my Thunderbolt back. What interested me was this paragraph that was in the "RETURN INSTRUCTIONS FOR YOUR 4G LTE DEVICE" pamphlet: (I will gladly scan and post if there's interest...)
"NOTE: For problems covered under the manufacturer's warranty, you will receive a replacement device within 3-5 business days after shipping your defective device. Your replacement device may be reconditioned.
For problems not covered under the manufacturer's warranty, your defective device may be returned to you in the same condition."
I'm wondering if after all of the issues with rebooting phones simply being a software upgrade, if Verizon is doing this to prevent any more of their CPO phones going out.... and if those reboot phones will just be updated and sent back to customers... Anyway, that was my story. Anyone else have this issue.... or was a lot of smoke just blown up you know where?
Never seen that before mine was just sent in like a few days back with no problems
Sent from my ADR6400L using Tapatalk
It's probably so they can avoid replacing phones for things like water damage or dropped phones (i.e. obvious user inflicted problems).
I believe they are trying to force us to use the insurance if we have it and screw us if we dont. I have a TB, but just had more or less the same thing happen with my sons Casio phone. The Casio needs a battery but verizon doesnt have them and can not find one for it. Was sent the like new referb #3 and told to put old battery in #3 then file insurance claim because of battery. Doesnt this sound a wee bit like fraud. Still has manufacture warranty on it. My thought is that we still have the manufactures warranty on our TBs maybe we should try contacting HTC for that warranty,
as verizon doesnt seem to want to stand behind the products they sell any more. Or pay the $99. 00 deposit and loose our TBs. I am very unhappy with verizons customer service and I believe that like Sprint was 3 years ago we will get told to go screw ourselves live with your junk phone, shut up and pay your bill any way. Thats why I left Sprint after 8 years. Verizon is #1 now and will forget about us customers that got them there. I feel bad things coming in the near future
Sent from my ADR6400L using XDA Premium App
I had to get mine replaced and they sent me one overnight with no issues. I had to pay 12.99 for the overnight shipping instead of waiting for snail mail to bring me a new phone. I had no issues with anyone on the phone. This was last week btw. Sounds like either have had a couple replaced and they want to check it first or you got some person being a prick on the phone.
Get bestbuy insurance. They will replace it in the store. Mine had a speaker problem and they took about 15 minutes to review it and showed geek squad while I walked around the store. 15 minutes later I hear my name is needed in mobile. The said ok we do see there is a technical malfunction and you will get a replacement.
Sounds like user error to me...
SOUNDS LIKE RULE CHANGE 101.
Is the recovery box for t.e.c. cause the reason its purchased is to always have a phone shipped next day if under 12pm.
Sent from my ADR6400L using XDA App
I had mine replaced last week with no problems, and again on Monday (the 2nd replacement) which I should have on my doorstep when I get home. Last week they sent it ground for free and I would've had to pay $12 for overnight, yesterday they did overnight for free.
Edit: the first time I called they said I had to go into a store to have them check it out, I was rooted and running BAMF. I put it back to stock to take it into the store and had no problems from then on.
Were you rooted/running a different Rom? That may be why they told you that.
It's probably so they can avoid replacing phones for things like water damage or dropped phones (i.e. obvious user inflicted problems).
Click to expand...
Click to collapse
Well then they would charge the customer $500+... isn't that a 'win' for them?
Get bestbuy insurance. They will replace it in the store. Mine had a speaker problem and they took about 15 minutes to review it and showed geek squad while I walked around the store. 15 minutes later I hear my name is needed in mobile. The said ok we do see there is a technical malfunction and you will get a replacement.
Click to expand...
Click to collapse
I had nothing but trouble with their "Black Tie" insurance a couple years ago...
Is the recovery box for t.e.c. cause the reason its purchased is to always have a phone shipped next day if under 12pm.
Click to expand...
Click to collapse
Yeah its TEC, if you mean i'm sending it back to VZW. *confused*
eraursls1984 said:
Were you rooted/running a different Rom? That may be why they told you that.
Click to expand...
Click to collapse
Before my call to Verizon, yes I was rooted.... but I unrooted, made sure the problem was still there, and then called in to troubleshoot with Tech Support
Topher227 said:
Before my call to Verizon, yes I was rooted.... but I unrooted, made sure the problem was still there, and then called in to troubleshoot with Tech Support
Click to expand...
Click to collapse
I think he meant did you tell them you were rooted. I mean that should be obvious not to, but you never know
No, i didn't tell them i was Rooted....
"Whats Rooting?"
would have been my response, if asked by VZW tech support....
Hmm this is a first for t.e.c. diag hard reset prob still there reman sent out.
Sent from my ADR6400L using XDA App
I went to the store last night and had them confirm the problem I was having. They put me on the phone with the rep and after paying the overnight fee had my replacement at 12:30 today, just have to send the old one in.
Sounds like u got the "special treatment".
Sent from my ADR6400L using XDA App
I'm just hoping that their system was down and the rep was too lazy too fix the problem.... and just made me jump through some additional hoops....
I really hope this isn't a new policy.
rickyrick3513 said:
Get bestbuy insurance. They will replace it in the store. Mine had a speaker problem and they took about 15 minutes to review it and showed geek squad while I walked around the store. 15 minutes later I hear my name is needed in mobile. The said ok we do see there is a technical malfunction and you will get a replacement.
Click to expand...
Click to collapse
Best Buy does have the best insurance. I will never buy a phone from Verizon or their crappy insurance. I seriously don't know how they can legally get away with calling their insurance "insurance" I have had multiple phones and two PS3's replaced by buying their "Black Tie" insurance. It is always a smooth transaction if something goes wrong with anything covered.
Had two replacements both with overnight shipping free.
I just got a replacement phone because my touch screen quit working. I have had it for about a week, and now the screen is starting to get dull and slightly flickering. What do i have to look forward to? Is it going out?
modmouse78 said:
I just got a replacement phone because my touch screen quit working. I have had it for about a week, and now the screen is starting to get dull and slightly flickering. What do i have to look forward to? Is it going out?
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Time to RUU if you rooted it, and take it back to Sprint. Before it gets worse, they most likely gave you a refurb. Probably will again, not a bad thing if it was refurbished correctly.
yeah i am doing the ruu now. when i got this one, they told me it was really hard to get because they don't make these any more and if this one broke, they would probably give me something else. what would you all think they would give me.
modmouse78 said:
yeah i am doing the ruu now. when i got this one, they told me it was really hard to get because they don't make these any more and if this one broke, they would probably give me something else. what would you all think they would give me.
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Really . My buddy just went in last week and they ordered him one no questions. He got it yesterday in the mail. Did you go into an actual Sprint store? Or one of the Sprint affiliated ones?
Take BOTH phones into the repair shop and they can swap parts for you. I just got back from a repair shop and just make sure you have TEP. It will cover the repair for free.
i just have one. they took my old one when i got this one. Yes, i have tep. i brought it to sprint and they told me they are going to try and fix it so i will go back in an hour and see what happens. i would like to keep the shift, he just said that they were hard to come by. last time it was on back order for two weeks, when it usually comes in over night.
modmouse78 said:
i just have one. they took my old one when i got this one. Yes, i have tep. i brought it to sprint and they told me they are going to try and fix it so i will go back in an hour and see what happens. i would like to keep the shift, he just said that they were hard to come by. last time it was on back order for two weeks, when it usually comes in over night.
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If they can't fix it they HAVE to order you a replacement phone NOT through asurion. So you shouldn't have to pay a dime. Then you will end up with 2 phones. Test out the second phone and see if it has any issues if it doesn't, great if it does, take it to the repair center and you can have them swap good parts for bad parts.
well they couldn't fix it and said the evo shift is on back order. the place is third party sprint service. they told me to call customer service to get a replacement. just got off the phone with customer care after two hours and threatening to cancel my service. they are going to try and get me a phone from the closest corporate store.
modmouse78 said:
well they couldn't fix it and said the evo shift is on back order. the place is third party sprint service. they told me to call customer service to get a replacement. just got off the phone with customer care after two hours and threatening to cancel my service. they are going to try and get me a phone from the closest corporate store.
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Is this through asurion or Sprint directly?
sprint directly
modmouse78 said:
sprint directly
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That blows. I'm supposed to get a replacement ordered tomorrow. I'll let you know how it goes.
Get the number yourself of the closest Sprint Corporate Store. They usually do service / repair. Call them or better yet go in. Explain to them what's going on. If your in store they will give you options of what they can do for you on the spot. They do not want you to leave the store with an unresolved issue. They get a corporate review quarterly. They will go out of their way to help, especially if your in the store. Try not to leave it up to some Sprint Rep, that might take a while. IMO always better to deal with someone in person .
TEAM MiK
Mik Roms Since 3/13/11
prboy1969 said:
Get the number yourself of the closest Sprint Corporate Store. They usually do service / repair. Call them or better yet go in. Explain to them what's going on. If your in store they will give you options of what they can do for you on the spot. They do not want you to leave the store with an unresolved issue. They get a corporate review quarterly. They will go out of their way to help, especially if your in the store. Try not to leave it up to some Sprint Rep, that might take a while. IMO always better to deal with someone in person .
TEAM MiK
Mik Roms Since 3/13/11
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Actually I'm having a better experience with a non corporate sprint store.
Ok, today i am going to a corporate store and see if they will fix it or give me a new one. Hopefully what you said, prboy, will be what happens. The closest corporate store is forty five minutes to an hour away, so if they give me crap, i am going to be highly pissed off.
Well if they give you any grief, just remind them that you drove almost an hour to get there. If you get any resistance ask for the manager. Tell them your being highly inconvinienced by all this, and most importantly. That they are not the only game in town . I usually save that as a last resort. I've only had to use that a few times.
VICODAN said:
Actually I'm having a better experience with a non corporate sprint store.
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Experiences vary. Like I stated, for some reason it's the opposite for me.
TEAM MiK
Mik Roms Since 3/13/11
Well, i went to the store last night and they did not help me one bit. talked to manager and also threatened to leave for verizon and they said they were sorry to here that, but that they couldn't do anything. So, i left and called customer service again. After several minutes of complaining and threatening to jump ship, they told me they could get me a nexus s. She put me on hold for a few minutes, and when she came back on the line, told me it wasn't letting her do it and she was sorry. Everyone i talked to basically told me that they don't give out other replacement phones anymore. So, i am without a phone until my next shift comes in, and it is still on backorder. the guy from customer service said that all htc replacement phones were on backorder.
modmouse78 said:
Well, i went to the store last night and they did not help me one bit. talked to manager and also threatened to leave for verizon and they said they were sorry to here that, but that they couldn't do anything. So, i left and called customer service again. After several minutes of complaining and threatening to jump ship, they told me they could get me a nexus s. She put me on hold for a few minutes, and when she came back on the line, told me it wasn't letting her do it and she was sorry. Everyone i talked to basically told me that they don't give out other replacement phones anymore. So, i am without a phone until my next shift comes in, and it is still on backorder. the guy from customer service said that all htc replacement phones were on backorder.
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Yes most are, but that's a whole different ball of wax. Sounds very odd that they weren't willing to work with you at all . Check out THIS THREAD. It may be of more help to you.
They were probably referring to the digitizer. I took my fiances in for the same reason the sprint tech in my area said they dont make digitizer ribbons anymore so they ordered her a new shift.
Sent from my PG06100 using XDA App
modmouse78 said:
Well, i went to the store last night and they did not help me one bit. talked to manager and also threatened to leave for verizon and they said they were sorry to here that, but that they couldn't do anything. So, i left and called customer service again. After several minutes of complaining and threatening to jump ship, they told me they could get me a nexus s. She put me on hold for a few minutes, and when she came back on the line, told me it wasn't letting her do it and she was sorry. Everyone i talked to basically told me that they don't give out other replacement phones anymore. So, i am without a phone until my next shift comes in, and it is still on backorder. the guy from customer service said that all htc replacement phones were on backorder.
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Yes, my phone is on back order as well. I have no ear piece on my phone. What I'm thinking also is that it may just be a ribbon cable not the actual screen in your case.
---------- Post added at 03:12 PM ---------- Previous post was at 03:10 PM ----------
Also sorry for not replying sooner, I don't follow the Q&A forum as much as I should. I'm making a thread about this in general.
TRY GOING TO A THIRD PARTY REPAIR STORE!! <---
http://community.sprint.com/baw/message/382301
I also called sprint CS and got a $16 credit on my account, you can probably get double.
So... today i went to change my devices because i have a defective one. When the guy was making the exchange he said he needed a register number, but the girl who made the pre-order in the store for me didn't put any register number. Then everything went to hell! i called the department of solution from my car and guess what did i find out? They told me that the LG V20 has been removed from the warranty buyng remorse program of tmobile and thus i wouldnt be able to make the exchange. I got so pissed off with the guy that i had to smart up and then came out with the bunch of calls i have made to the department of solution and technical department and also all the chats i have done, which in total would make 22 agents i have spoken to, 13 agents by chat, 7 agents from the department of solution, and 2 agents from technical department. finally when i said that the guy from the technical department wrote a note in the system, he then said : "let me see the report and see what i can do" . Finally he send me a label shipping so that i could send the device and they will send a new one. BUT REALLY! I have driven from north to south and east to west in miami , from store to store, and ended up with this huge surprise of the warranty removed for the LG V20 from Tmobile. BETTER WATCH OUT PEOPLE! SMART UP! OTHERWISE YOU WILL KEEP YOUR DEFECTIVE DEVICE!
What do you mean warranty removed?
Doesn't sound like warranty removed. Either someone was pulling your chain, you pissed off a rep or two and they made some notes to make your life harder and/or T-Mobile might've have changed the policy on return period. Seriously doubt your warranty is removed. Warranty is through LG. I registered mine.
nest75068 said:
What do you mean warranty removed?
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@rbiter said:
Doesn't sound like warranty removed. Either someone was pulling your chain, you pissed off a rep or two and they made some notes to make your life harder and/or T-Mobile might've have changed the policy on return period. Seriously doubt your warranty is removed. Warranty is through LG. I registered mine.
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Well you know the 14 days given for buyer remorse? well, they weren't giving it to me. I havent pissed off anybody yet they did piss me? AAAAAH NOPE. No way in hell. Finally i managed to make them send me the shipping label and do the exchange. But i have been since 8 am doing this. I bought my phone on 19 of this month and it arrived on 21, i still have 1 more days before the 14 days expire, and they are trying to revoke my privileges ? Screw them. Im paying money for it. It is not free and under no circumstances it has been my fault that the device is defective. I havent even flashed the new TWRP and root methods nor invented with anything like that. Anyway. i will contact an agent via chat now before i send the package through UPS just to be safe.
Ah got it
Just FYI for the future -the 14 days starts from their shipping date (which you're still within so no worries) not the date you receive it (a little caveat hidden in the small/fine print of their 14 days period).
But yeah I'd be upset if I was still within that time frame and having issues.
@rbiter said:
Doesn't sound like warranty removed. Either someone was pulling your chain, you pissed off a rep or two and they made some notes to make your life harder and/or T-Mobile might've have changed the policy on return period. Seriously doubt your warranty is removed. Warranty is through LG. I registered mine.
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How do you register it through LG?
el_chuqui said:
How do you register it through LG?
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https://www.lg.com/us/support/mylg/product-registration
nest75068 said:
Ah got it
Just FYI for the future -the 14 days starts from their shipping date (which you're still within so no worries) not the date you receive it (a little caveat hidden in the small/fine print of their 14 days period).
But yeah I'd be upset if I was still within that time frame and having issues.
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yeah i know that! Thats why i know i still have 1 day left and i have spent all these days trying to do the replacement. Can you believe that?
jinkerz9430 said:
yeah i know that! Thats why i know i still have 1 day left and i have spent all these days trying to do the replacement. Can you believe that?
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That's weired, I normally have really good luck with Tmobile (aside from 1 instance recently).
I'm on Jump on Demand. I did a Jump for one of my lines to go from an iPhone 6s+ to an iPhone 7+. We got the phone on October 6th. I get my bill and they were trying to charge me for the 6s+ from 9/20 - 10/19 and the iPhone 7+ from 9/20/-10/19 lol
Yeah that wasn't going to happen but it took several calls and I finally just said fine, I have no problems going back to AT&T sine really I am the only one who uses JoD out of my family everyone can deal with same phone for a year. That got them to take care of it.
nest75068 said:
We got the phone on October 6th. I get my bill and they were trying to charge me for the 6s+ from 9/20 - 10/19 and the iPhone 7+ from 9/20/-10/19 lol
Yeah that wasn't going to happen but it took several calls and I finally just said fine, I have no problems going back to AT&T sine really I am the only one who uses JoD out of my family everyone can deal with same phone for a year. That got them to take care of it.
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Well,, isnt that enough to piss you off? i mean, money doesn't grow from trees , and even less for me having to pay college without fafsa So anyway, i did one last chatbox for today with tmobile just to keep it in record and rub it in their faces if something happens.... Now im phoneless for who knows how many days.
Swapping the device because it was defective has nothing to do with the buyers remorse period. My v20 was immediately defective from the store and I was able to swap it out with no issues at all.
jay-red said:
Swapping the device because it was defective has nothing to do with the buyers' remorse period. My v20 was immediately defective from the store and I was able to swap it out with no issues at all.
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Well, i dont know what the heck happened, But they weren't allowing me to replace it. In fact, the guy from Tmobile's store wanted me to give them the phone then buy the new phone directly from them and then i would lose the promotion of $200 dollars. The heck, after that i grabbed my defective phone went to the car and called the solution department. And there is were the second issue began. How could i have noticed that my device was defective if the behavior started when i used the phone on the third day? But i also noticed the screen bleeding at the first but decided to let it slide just because i wouldn't cry for some screen bleeding and that's it. But then at the third day, when the signal bar showed an x then it showed that it was connecting to the sim card again and also it started to reboot, HELL NO!, replacement for sure! But i have been dealing with that since the first day the phone showed the symptoms ,and i have been jumping from store to store, and from agent to agent and from, department to department. (by the way while i was talking with the guy on the department of solution today the signal dropped 5 times, so i lost him 5 times, although i warned him)
I am pretty sure that if the phone is mailed to you then you actually have 20 days for buyers remorse. As others have stated though a warranty exchange is not buyers remorse.
Sent from my LG-H918 using XDA Premium HD app
Intub8 said:
I am pretty sure that if the phone is mailed to you then you actually have 20 days for buyers remorse. As others have stated though a warranty exchange is not buyers remorse.
Sent from my LG-H918 using XDA Premium HD app
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Im currently talking with a supervisor "FINALLY!" they will keep the promotion of the $200 dollars since it is not on tmobile anymore but they will add it to the new phone!. However, here is the downside.... I will have to wait until the latest week of november for the phone to arrive. In other words.... I'm phoneless....
i feel your pain. mine freaked out this morning while i slept. got up to a bootloop that i can not fix. called lg. was told to send it in for repair. said i'd deal with t-mo as i can't go without a phone. called t-mo, got told in order to get an exchange i would have to send in my current phone and wait 7 days for them to confirm they recieved the device then they'll ship new one. on plus side they did let me have a loaner for the time being. not the best but hey at least it works.
OvrDriVE said:
i feel your pain. mine freaked out this morning while i slept. got up to a bootloop that i can not fix. called lg. was told to send it in for repair. said i'd deal with t-mo as i can't go without a phone. called t-mo, got told in order to get an exchange i would have to send in my current phone and wait 7 days for them to confirm they recieved the device then they'll ship new one. on plus side they did let me have a loaner for the time being. not the best but hey at least it works.
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you got lucky they even gave you a spare one. They gave me nothing! im phoneless now! . I had to ask my mother for her phone for the time being (i installed a custom rom Resurrection remix on her LG G3 so that i could have 2 separate accounts in the phone and to not have to install apps on her profile, only in mine) . The supervisor who finally solved the issue today agreed with me about tmobile making a mess out of such simplicity. if i were to send you every single chat i did with them in addition to the conversations i had through the phone and all that you would have seen that it looked more like they wanted to act like fools and also as a conspiracy or something. Anyway, at least it is solved now. On the other hand,,, i spent a lot of gasoline and time dealing with this issue instead of studying for my midterms this week.
jinkerz9430 said:
you got lucky they even gave you a spare one. They gave me nothing! im phoneless now! . I had to ask my mother for her phone for the time being (i installed a custom rom Resurrection remix on her LG G3 so that i could have 2 separate accounts in the phone and to not have to install apps on her profile, only in mine) . The supervisor who finally solved the issue today agreed with me about tmobile making a mess out of such simplicity. if i were to send you every single chat i did with them in addition to the conversations i had through the phone and all that you would have seen that it looked more like they wanted to act like fools and also as a conspiracy or something. Anyway, at least it is solved now. On the other hand,,, i spent a lot of gasoline and time dealing with this issue instead of studying for my midterms this week.
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oh it wasn't easy, i first called lg, got no where with them except send it in for repair, called t-mo, we can send you one before you send yours in if you want to pay a new 50$ down plus tax on 749$ plus shipping, went to store. they couldn't exchange it because i bought it online. however i know the guy there real well so thats why i got a loaner. i paid i think 12$ and got the cheapest android device they had in stock. i'll return it when i get my new v20 and get my 12$ back and no restocking fee(got lucky here), and then i come home to call t-mo again to get told i'd have to pay or wait 7 days for them to get my device first then they'll send me a new one. i tend to get frustrated really easially. feel sorry for the rep at t-mo cause she got an earfull. it'd be nice if they knew there jobs and t-mo's policies on things. whatever the case a new one is coming. and problem solved, but by no means was it easy or as difficult as your situation. i feel sorry for ya man, but at least ya got it dealt with.
OvrDriVE said:
oh it wasn't easy, i first called lg, got no where with them except send it in for repair, called t-mo, we can send you one before you send yours in if you want to pay a new 50$ down plus tax on 749$ plus shipping, went to store. they couldn't exchange it because i bought it online. however i know the guy there real well so thats why i got a loaner. i paid i think 12$ and got the cheapest android device they had in stock. i'll return it when i get my new v20 and get my 12$ back and no restocking fee(got lucky here), and then i come home to call t-mo again to get told i'd have to pay or wait 7 days for them to get my device first then they'll send me a new one. i tend to get frustrated really easially. feel sorry for the rep at t-mo cause she got an earfull. it'd be nice if they knew there jobs and t-mo's policies on things. whatever the case a new one is coming. and problem solved, but by no means was it easy or as difficult as your situation. i feel sorry for ya man, but at least ya got it dealt with.
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Damn.!!! it will cost me to get to know a couple of buddies from all the tmobile retailer stores within a 10 mile radius from me LOL! They made me do the order again and cancelled everything related to the other phone. (Of course, adding the promotions and all that). Although i forgot to ask them what is going to happen with my earphones, because my order was already processed for the other one and i registered that one to get my earphones and i dont know if the shipped or not... do i get a second pair of earphones if i register again? because i dont know where am i stepping on right now..... I registered the other order 6 days ago . And it says from 5 to 9 days.. so , if they shipped the earphones already , i get 2?
jinkerz9430 said:
Damn.!!! it will cost me to get to know a couple of buddies from all the tmobile retailer stores within a 10 mile radius from me LOL! They made me do the order again and cancelled everything related to the other phone. (Of course, adding the promotions and all that). Although i forgot to ask them what is going to happen with my earphones, because my order was already processed for the other one and i registered that one to get my earphones and i dont know if the shipped or not... do i get a second pair of earphones if i register again? because i dont know where am i stepping on right now..... I registered the other order 6 days ago . And it says from 5 to 9 days.. so , if they shipped the earphones already , i get 2?
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as long as you got a reciept for the new order you get 2nd pair
OvrDriVE said:
as long as you got a reciept for the new order you get 2nd pair
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Yippieeeeeee