So, I have had my Nexus 5 for almost a month now. I bought it from Best Buy in November because sadly I am impatient. I put in my Straight Talk SIM in and all was good, for about 2 weeks. The screen started to have these flickers of red lines. It doesn't matter what app I'm running, or what screen I'm on. It has starting to happen more frequently. I tried to get a replacement from Best Buy(I bought their Geek Squad "Warranty") They basically told me: "You bought a phone with a defect, too bad, pay $150 for us to send it off to get fixed."
Here is a quick video of the problem before it got too bad: youtu[dot]be/SW1DcvwFbHg
In will post the other 2-3 more recent(and nicer) videos in the morning as I do not have access to then atm.
I have tried resetting it and the new update didn't fix the issue.
Do any of you guy know any way that I can get a replacement phone or anything that might help?
What does their geek squad insurance cover?
meangreenie said:
What does their geek squad insurance cover?
Click to expand...
Click to collapse
Apparently nothing.
If you paid by credit/debit card, contact your bank for a chargeback
Related
Just wondering if anyone else went in on this plan. For $10 a month the phone is covered and insured with no dedudtible for any reason (as long as you bring ima piece of the phone in. Also is covered for scratches or anything else. Anyone have this or have negative reasons on it? JW as I'm fairly skeptical even though I put in for it. (Cancel at any time)
Sent from my Nexus S using Tapatalk
I'm glad there are other people that brought this up. I have this too and fully intend to utilize it, as the damn platinum case has scratched my phone and I'm anal about that. They will surely lose money off me from this. I'm wondering how hard a replacement will be to get with the black tie protection. Also, once you make a claim, can you make another down the road or is it one and done?
Sent from my Nexus S using XDA App
I bought it. for $10 a month with no deductible I totally think it's worth it. and it's so much easier just bringing it in the store as opposed to having to send it to tmobile.
I'm glad you guys have utilized the plan. As a mobile manager for best buy i can assure you that your phone will be covered for repairs and accidental damage. Water damage is covered also. I recommend filing a claim for battery replacement right away since it is part of the coverage, so now you'll have an extra battery (which you only paid $10 for). Let me know if you guys got any questions.
I did too. I got the impression that the it would always be required to be sent out to see if it can be fixed or needs replacement. Not like the iPhone where they give a refurbished at the register. But, better than tmobiles warranty. Probably keep it no longer than 6 months.. diminishing returns and all that.
Sent from my Nexus S using XDA App
We usually give you a comparable loaner phone depending on which model you have. Obviously it won't be a high end android but it's better than nothing. Here's the loaner phone lineup in my store.
Sprint - Samsung Intercept, HTC Hero or LG Optimus
T Mobile - MyTouch Slide, LG Optimus T
At&T - HTC Aria
VZW - Moto Devour, Moto Droid
Greenarcher707 said:
I recommend filing a claim for battery replacement right away since it is part of the coverage, so now you'll have an extra battery (which you only paid $10 for). Let me know if you guys got any questions.
Click to expand...
Click to collapse
How do you do that?
When you make a claim they have to order a phone? As in it's done through the mail?
The warranty is nice but since I've already gone through 3 exchanges for defects, I'd be worried about getting another with banding, creased glass, or unresponsive back button if I can't actually see the phone in person.
Sent from my Nexus S using XDA App
Thanks greenarcher. I didn't know that.
Sent from my Nexus S using XDA App
I bought a SquareTrade warranty. $99 for 2 years, and you can get a refund anytime and the unused portion is refunded back to you.
anyone have horror stories with the Black Tie Protection plans?
Anymore info on the black tie plan? I've got my new accessories on order and I need to know if there's any stipulations with the warranty
Sent from my Nexus S using XDA App
robstunner said:
How do you do that?
Click to expand...
Click to collapse
Call the 800 number on your black tie protection brochure and request for a battery replacement. They will mail you the battery, no other steps needed. Verify your mailing address to be on the safe side.
Jayrod1980 said:
When you make a claim they have to order a phone? As in it's done through the mail?
The warranty is nice but since I've already gone through 3 exchanges for defects, I'd be worried about getting another with banding, creased glass, or unresponsive back button if I can't actually see the phone in person.
Sent from my Nexus S using XDA App
Click to expand...
Click to collapse
You will have to visit a Best Buy store so you can get a loaner phone while your device is out for repair. We have a strict no lemon policy so if it's considered defective 3 times / or deemed unrepairable you are eligible for a replacement for the same phone or get credit towards a device of your choice.
looking for a horror story? right this way sir....
i had a problem with white spots on my screen and the usb port on the phone not charging. i took it into best buy so the could send it off for repair. what these guys are failing to tell you about the loaner phones is that a $150 deposit is required. anyhow, 2 weeks later i get a call that my phone is in. well, the screen issues weren't even addressed and while the usb port now charges, i can't transfer data using my pc. so i had it right back, while still in the store. they said it would have to be sent out again, but will be marked for escalation, which i'm told means it will be sent overnight, bumped up in que for immediate repair and sent back overnight. flash forward one week and i find out that my phone was sent through general mail, meaning it took the phone one week to arrive at the tech center. i asked why it wasn't overnighted. yesterday i got an email from a geek squad representative saying that while they apologize for the inconvienence, the store's request that my phone be escalated was denied. no reason given when asked why. so i am going to be without my phone for at least a month, which i am finding out is the norm when dealing with BB and black tie protection. my advice would be to avoid BB altogether.
if we dont opt in for the store insurance, do we call google or samsung if the phone breaks down from anything besides user wear?
BrianDigital said:
if we dont opt in for the store insurance, do we call google or samsung if the phone breaks down from anything besides user wear?
Click to expand...
Click to collapse
yes, they may or may not re-direct you to samsung though.
jackpearce said:
looking for a horror story? right this way sir....
i had a problem with white spots on my screen and the usb port on the phone not charging. i took it into best buy so the could send it off for repair. what these guys are failing to tell you about the loaner phones is that a $150 deposit is required. anyhow, 2 weeks later i get a call that my phone is in. well, the screen issues weren't even addressed and while the usb port now charges, i can't transfer data using my pc. so i had it right back, while still in the store. they said it would have to be sent out again, but will be marked for escalation, which i'm told means it will be sent overnight, bumped up in que for immediate repair and sent back overnight. flash forward one week and i find out that my phone was sent through general mail, meaning it took the phone one week to arrive at the tech center. i asked why it wasn't overnighted. yesterday i got an email from a geek squad representative saying that while they apologize for the inconvienence, the store's request that my phone be escalated was denied. no reason given when asked why. so i am going to be without my phone for at least a month, which i am finding out is the norm when dealing with BB and black tie protection. my advice would be to avoid BB altogether.
Click to expand...
Click to collapse
Thats a little hard to do if you live in America and want a Nexus S. People often forget that stores are chains and that while service might be horrible at one location, it will be different at another. I used to work for BB (I quit because I hated the corporate morality towards their employees) but our store had amazing customer service which is still does (I bought my Nexus S there). However, the BB in the next city of sucks donkey balls. We very often had people coming from that BB into ours and telling us how incompetent we were until they realized we were different than the other store.
I've known a lot of people who have had great luck with black tie. And a few who had bad luck. Its people, not the company. If you have an issue with a location, complain to corporate or don't buy from that one and go to another.
Go to BB own website. Visit their community forums, especially the Best Buy & Geek Squad Policies. You will find that black tie protection and BB customer service is going down the drain at a record pace. Not every complaint is legitimate for sure, but notice that on not 1 single complaint does BB take responsibility for anything. It is always just a mistake, a error on someone else's part or it is beyond their control. Never a "whoops, sorry about that. Here, let us make that up to you."
jackpearce said:
Go to BB own website. Visit their community forums, especially the Best Buy & Geek Squad Policies. You will find that black tie protection and BB customer service is going down the drain at a record pace. Not every complaint is legitimate for sure, but notice that on not 1 single complaint does BB take responsibility for anything. It is always just a mistake, a error on someone else's part or it is beyond their control. Never a "whoops, sorry about that. Here, let us make that up to you."
Click to expand...
Click to collapse
Have you ever heard a corporation say that publicly? I saw and made sure every customer walked out happy when I worked there (again, I left because of corporates attitude towards us, the employee). I happily got the protection because I know the store to which I would be going and I know they will have my ass.
It appears my ns has uneven screen burn in on its display were the black status bar is,so am thinking about using my bb black tie protection to get repaired or replaced, just wanting to know other ppl experiences with Bestbuy ,before I put my nexi in there hands...
Sent from my Nexus S using XDA App
They fixed it. It is annoying to lose your phone while it's being repaired, though. As far as I know they don't do rapid exchange for the Nexus S yet, so you basically give it to them and it's up to 30 days before you get it back (mine took about ten days). In the meantime you have to use either a super basic loaner phone or whatever else you have lying around.
So yeah, no complaints about the repair itself, but just be aware you're not going to get handed another NS to use while it's gone. Oh, and also, they'll probably take off your screen protector in the store before they accept the phone (and since your screen has the issue, you're probably liable to not get it back if they don't), so if you ever plan on using it again you're probably best off removing it yourself beforehand so you can store it appropriately.
Addendum: Oh, and if you bring it into the store, don't waste your time standing in the Geek Squad line; just bring it to the Mobile department. All they'll take is the phone itself, so don't bother bringing your case/battery cover/battery/SIM card along unless you want to show the sales rep the problem for some reason.
Thanks,yea this is gona suck...didn't notice it till the update and it toned the screen brightness down..oh well..
Sent from my Nexus S using XDA App
Used it when I cracked my screen on my dell streak. This was before they did rapid exchanges. Took 3 weeks and they did a good job, they even threw in an extra battery cover and 16gb SD card!
I was told that all claims would be rapid exchange now, which is 3-5 days.
Overall, it was a good experience for me. But 9.99/mo. isn't too bad considering there's no deductible.
Sent from my Nexus S 4G using Tapatalk
I just got my Nexus last night and they told me also that they have the new rapid return policy which won't take longer than 3-5 days to get your phone replaced. It kind of sucks if you get your phone stolen or lose it though, then your screwed.
dazednconfused1144 said:
I just got my Nexus last night and they told me also that they have the new rapid return policy which won't take longer than 3-5 days to get your phone replaced.
Click to expand...
Click to collapse
Did they explicitly tell you that the option was available for your phone? I get the impression from hanging around the store that they tell everyone about rapid exchange, when in reality it's still being rolled out and is thus unavailable for some phones.
how do you guys do this? yesterday i called for a different issue and quickly asked about exchanging my device and they told me about insurance and i might have to pay like $150 give or take $50 (i cant remember exactly) vs paying full price if anything happens to my phone. did u guys pay or have insurance or was exchanged just like that? what was the reason for the exchange and how/what did you say?
Many of the returns you are reading about occur within the grace period that tmo has. What is the problem that you are trying to return the phone for?
i am noticing more and more sounds coming out of the case when i press on the screen. i guess its the friction from the case touching the edges of the screen.
yesterday i saw a few rows of Pixelation on the screen. rebooted and it went away.
the screen is not responding correctly on and off to touch commands. really annoying to have to try to do something more then 1 time.
Sounds like you should qualify for a full warranty exchange imo, which should also be free. How long have you had the phone for?
3 weeks ago. went on vacation the next day after it arrived 2 days ago. the rep made me do a bootloader screen restore and said she would call back tomorrow to see if it will fix the issue. my biggest concern is not qualifying and if so recieving a refurbished/re certified phone.
I also declined the silly insurance scam tmo offers.
Simply mention that this is a manufacturers warranty issue. Might also be worth calling HTC US.
A decent amount of dust has showed up in a spot about 1/2 inch from the very top at the edge top right corner of the screen. Since I purchased the phone at Walmart they said talk to TMO or HTC. I called TMO and they told me dust under the screen doesn't seem to qualify as "manufacture defects" so they wont exchange it for me there, they said call HTC. I call HTC and they fill me in on all the details associated with the repair process etc.. My question is this: why am I responsible for shipping charges on a manufacture defect? On top of that, if they don't deem unwarrantable then I am charged a $39 or less triage fee.... Why am I also gonna be out of a phone for the next 6-10 days without compensation?
I just don't understand the logic behind this. Anyone have any advice, or explanation?
Thanks,
Joseph
mesajoejoe said:
A decent amount of dust has showed up in a spot about 1/2 inch from the very top at the edge top right corner of the screen. Since I purchased the phone at Walmart they said talk to TMO or HTC. I called TMO and they told me dust under the screen doesn't seem to qualify as "manufacture defects" so they wont exchange it for me there, they said call HTC. I call HTC and they fill me in on all the details associated with the repair process etc.. My question is this: why am I responsible for shipping charges on a manufacture defect? On top of that, if they don't deem unwarrantable then I am charged a $39 or less triage fee.... Why am I also gonna be out of a phone for the next 6-10 days without compensation?
I just don't understand the logic behind this. Anyone have any advice, or explanation?
Thanks,
Joseph
Click to expand...
Click to collapse
No dust under my screen I'm sure shipping will not cost much...be sure to get INSURANCE. Have you tried simply exchanging the device for another one at Walmart?
nccu_eagles said:
No dust under my screen I'm sure shipping will not cost much...be sure to get INSURANCE. Have you tried simply exchanging the device for another one at Walmart?
Click to expand...
Click to collapse
I am sure shipping wont be costly, its just I don't see how or why I should have to pay for it. And Walmart after 15 days from purchase wont touch it, or so they are telling me?
If I go in and complain, while still being respectful or course, do you think Walmart or TMO will exchange it?
mesajoejoe said:
I am sure shipping wont be costly, its just I don't see how or why I should have to pay for it. I have no need for Insurance, but I do see how it is helpful for others. This is a warranty issue not a cracked screen or something I caused. And Walmart after 15 days from purchase wont touch it, or so they are telling me?
If I go in and complain, while still being respectful or course, do you think Walmart or TMO will exchange it?
Click to expand...
Click to collapse
I meant shipping insurance just in case USPS/FEDEX/UPS loses the package. I live in Charlotte, NC and there are a bunch of Walmart's here. I would clean up the phone really good and try to return it even if it's for store credit and then drive to another Walmart and purchase a new Sensation with the store credit. Did you buy it full retail price or did you do a contract? If you did a contract then you are out of luck with store credit because it wouldn't be enough to purchase a new phone. Otherwise you could call TMO and ask for a warranty exchange and tell them the phone won't power on. They will ship you a new unit and you would just mail back the current unit. I have done a warranty exchange a million times.
Yeah I realized what you meant by insurance after I responded. I bought it on contract, and its past Walmart's 14-day return policy so they might not take to that so much lol. I have done a few in the past with TMO over the phone without any problems and a few in-store as well, as I have always purchased them through the store. I just might have to try TMO over the phone again and get them to send me one like you suggested. Thanks for your advice I really appreciate it.
mesajoejoe said:
Yeah I realized what you meant by insurance after I responded. I bought it on contract, and its past Walmart's 14-day return policy so they might not take to that so much lol. I have done a few in the past with TMO over the phone without any problems and a few in-store as well, as I have always purchased them through the store. I just might have to try TMO over the phone again and get them to send me one like you suggested. Thanks for your advice I really appreciate it.
Click to expand...
Click to collapse
That's the best way to get them to respond quick TELL THEM THE DEVICE WON'T POWER ON. They will then ask you to verify that the sticker under the battery is still white and then they will ship you a phone. Make sure you call from a phone different from your Sensation i.e a land line LOL and you will be ok.
That's weird. When the Nexus One's had issues with dust getting under the screen the problem was fixed for free assuming you hadn't rooted the device.
I know I personally had a rooted device get dust, cost 100 if I recall to have it fixed. Happened again in a week and they didn't make me pay for shipping or anything to send it back again.
Hello
Anyone here who purchased pixel phone from Currys or carphone warehouse website ever asked for proof of purchase with IMEI and actually got it?
Google asking for it to replace under warranty.
Stdange. I had good expierence with google RMA. I bought Pixel 6 Pro from hands. It was working ok, but unfortunately it heated very often in the summer and I asked google for RMA. And they didn't asked for proof of purchase. I said phone bought feom hands. And google replaced because phone still was under warranty. But with Pixel 2 XL google asked for proof of purchace because they wanted I'm going to the store and ask them to replace. And as store didn't want to replace google accepted for RMA.
Whenever i have bought from them the IMEI has always been on the reciept that was with the phone when it was delivered. You are probably better off letting Currys deal with the phone to be honest given your contract is with them.
MrBelter said:
Whenever i have bought from them the IMEI has always been on the reciept that was with the phone when it was delivered. You are probably better off letting Currys deal with the phone to be honest given your contract is with them.
Click to expand...
Click to collapse
Mine was delivered with no invoice.
Currys will take it back and see if they can repair which means no phone for who knows how long. Google includes warranty so want to use them for quick replacement.
Turn around was 2 weeks when i took a phone back to Currys, they just sent it off to Nokia who replaced the phone.
MrBelter said:
Turn around was 2 weeks when i took a phone back to Currys, they just sent it off to Nokia who replaced the phone.
Click to expand...
Click to collapse
That's the problem I don't have spare phone. Google offer advanced replacement so they collect old and deliver new same time but keep a hold on bank for full amount in case they do not get correct old phone back.
With no proof of purchase/IMEI what choice do you have? You could end up nearly a grand out of pocket.