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Hey everyone,
I need some help determining my options for getting a replacement Touch Pro 2. Last Saturday night I dropped the TP2 and it now has a large scrap on the bottom corner. Obviously this is frustrating since it’s only two weeks old! What are my options to receive a new one? I have paid for insurance over the last few years and have never lost or damaged a phone? Can I get a new one this way? What about swapping the phone within the 30day window? Would that work or will Verizon say I damaged the phone and they can’t swap it out? Is there anything I can do?
Any input would be greatly appreciated!
just exchange it
Is it really that easy? What will they say if the notice the scratched portion?
If you pay for TEP/insurance, user caused damage and loss is usually covered with a $85 deductable (for Verizon anyway, might be higher/lower for you).
$85 on top of the $489 I have already paid? I think I'm going to call and say the phone was scratched since day one and it really has been bothering me lately. Think that will work? They really won't know.
Now what would happen if they get the phone and notice not a small scratch but more of a scrap on the phone and think it's the user's fault? Would I be in trouble or will the phone just go right back to HTC to be refurbished?
Anyone else have any experience with something like this?
A scratch isn't really damage, do you expect the phone to be in pristine condition forever? It's wear and tear, I'd ignore it and not abuse the insurance system. What if you drop it and break it a month from now and want to exchange again? And then 8 months later? The insurance program has a limit, I'd not waste it on a scratch. Remember, how awesome your phone looks doesn't reflect on you as a person.
Sorry to hear about that but an option is to wait and see if you can get some sort of hardcase or silicone cover to hide the scrape/scratch
I haven't even activated mine yet until I can get at least some sort of protection on it.
Ok, here's an update. I just realized since i havent texted too much since the drop, the phone actually shuts off when I slide it open. Something happened. Now the mark isn't too bad, but if I send it back to Verizon saying it's a defect and they investigate the phone, will I be charged for two if they feel it was my fault?
These guys are smart enough to know a defect from a mishandling.
well, i am swapping mine out on Friday. I simply popped out the backlight button and said that it popped out when I was closing the keyboard. The only issue they had was getting the replacement into the store, since the stores dont have them yet. I got the phone about 2 weeks ago.
Why in the world would you have paid 489 for the phone? thats crazy. I would just do the exchange in store instead. Just go in and dont say anything about the blemish, just show them it shutting off. surely they will swap it out after ordering a replacement.
Two things. First I sold my Storm on Ebay for $250. So I actually only paid $239 without renewing a contract or anything.
I went to the store last night and had them take a look at it. They saw no evidence of damage (the mark is really minor, just frustrates me that it happened two weeks in!). They agreed and marked the account saying that the phone was defective. The manager actually searched online and said this is a known issue with both the Sprint and Verizon versions that there's something wrong with the ribbon connecting the two sliding pieces.
Anyway they have shipped me a replacement phone which should be here on Thursday. I'm not 100% convinced I actually damanged the phone. This issue was happening on Saturday night before the drop, I think.
I think I should be ok. Just frustrated I now need to reapply the Ghost Armor on a second phone!
I am receiving my tablet and dock tomorrow and was aware of people complaining about a lag issue due to the ram, but now I'm finding a lot of reports about the digitizer failing after 12 months or less. I only have a 90 day warranty and it'll probably be voided before that when I unlock it, so my question is how many of you have had hardware issues with your tablets?
Also as a supplementary question, how expensive would it be to get something like that fixed? Is there a place out there that does such a thing for cheap?
Had to have mine replaced by RMA in the 12th month of owning it. Can't say what a non-warranty repair would cost.
Dave
Mine was replaced in the 12th month as well. Warranty repair.
I would make a guess that Asus's fee would be about 300.00 as a new digitizer can be had for about 130.00 for the part. It's not a self repair for the faint of heart as you have to heat things up with a blow dryer to remove the old digitizer from the screen after you manage to take your 700 apart. If I was in a position with NO warranty *I* would try it. Figuring I have nothing to loose but the price of the part, without the repair you have nothing useful. I'm pretty handy with tools and have limited experience at opening things up. If the self repair was a failure, I'm still looking at buying a new tablet which is no worse off than I was before I started to fix it.
Had a laptop that the LCD panel died on. Bought a new panel for 79.00. Found a "How to repair your Toshiba LCD panel" article on the internet and followed the instructions. I have a working laptop again for 79.00 and my time. Win win!
But dude, or dudette, don't sit around worrying about the digitizer failing on you. Just enjoy using it and sweat the small stuff later.
flhthemi said:
Mine was replaced in the 12th month as well. Warranty repair.
I would make a guess that Asus's fee would be about 300.00 as a new digitizer can be had for about 130.00 for the part. It's not a self repair for the faint of heart as you have to heat things up with a blow dryer to remove the old digitizer from the screen after you manage to take your 700 apart. If I was in a position with NO warranty *I* would try it. Figuring I have nothing to loose but the price of the part, without the repair you have nothing useful. I'm pretty handy with tools and have limited experience at opening things up. If the self repair was a failure, I'm still looking at buying a new tablet which is no worse off than I was before I started to fix it.
Had a laptop that the LCD panel died on. Bought a new panel for 79.00. Found a "How to repair your Toshiba LCD panel" article on the internet and followed the instructions. I have a working laptop again for 79.00 and my time. Win win!
But dude, or dudette, don't sit around worrying about the digitizer failing on you. Just enjoy using it and sweat the small stuff later.
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Thanks for the information and advice. I have 30 days to purchase insurance from Squaretrade and I'm really trying to figure out if I'm going to get that. If it's worth it.
They cover unlocked devices and it's $50 for a year and $70 for 2 years. It seems like it might be worth it. Just curious if any previous owners would recommend getting the insurance.
yugendreams said:
I am receiving my tablet and dock tomorrow and was aware of people complaining about a lag issue due to the ram, but now I'm finding a lot of reports about the digitizer failing after 12 months or less. I only have a 90 day warranty and it'll probably be voided before that when I unlock it, so my question is how many of you have had hardware issues with your tablets?
Also as a supplementary question, how expensive would it be to get something like that fixed? Is there a place out there that does such a thing for cheap?
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Don't worry about it - it's not a common issue. Sh** happens but it's not as if digitizers are failing in droves. If you want more security, see if you can get a Squaretrade warranty on it. With only 90 days it's used or refurb? Don't know Squaretrade's policy on that.
You can replace a digitizer yourself. Check ifixit.com for instructions and eBay for prices.
Recently, my Nexus 5 has been acting up. The problem specifically is that when I plug it into the OEM charger (along with 3 other chargers that I've tried), it will only hold the charge. It will not charge past the battery% that it is sitting at. Sometimes, it even drains somehow. I've tried going back to stock, clearing my cache, and other troubleshooting steps that Google sent me.
After letting them know that I had no luck with getting the phone to charge properly, they tell me that they will provide a replacement (hold on credit card, blah blah blah) but that the replacement unit will be REFURBISHED and LIKE-NEW condition.. Is this how the Google warranty has always been? It does not sound right to me. I've only had the device for 8 months, and they offer me a refurbished replacement for a hardware-faulty phone?
Just looking for a quick answer and some peace of mind if someone could quickly clarify if their refurbished replacements are something regular and I shouldn't be worried about swapping out my phone for something in like-new condition.
They used to give new devices for rma. Now that the phone has been out for some time they only give refurbished ones for rma. So yes, it's normal.
alkajak said:
Recently, my Nexus 5 has been acting up. The problem specifically is that when I plug it into the OEM charger (along with 3 other chargers that I've tried), it will only hold the charge. It will not charge past the battery% that it is sitting at. Sometimes, it even drains somehow. I've tried going back to stock, clearing my cache, and other troubleshooting steps that Google sent me.
After letting them know that I had no luck with getting the phone to charge properly, they tell me that they will provide a replacement (hold on credit card, blah blah blah) but that the replacement unit will be REFURBISHED and LIKE-NEW condition.. Is this how the Google warranty has always been? It does not sound right to me. I've only had the device for 8 months, and they offer me a refurbished replacement for a hardware-faulty phone?
Just looking for a quick answer and some peace of mind if someone could quickly clarify if their refurbished replacements are something regular and I shouldn't be worried about swapping out my phone for something in like-new condition.
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I called Google yesterday about my Nexus 5, but for a different issue with the SIM card. Same as you, "hold on credit card, blah blah blah" and then I received the email to see it was going to be a 'REFURBISHED and LIKE-NEW' unit. Knowing that the potential for abuse or misuse on a returned and refurbished unit is seemingly limitless I called them. The woman who I spoke with said that they just changed their policy 2 weeks ago and now they will all be refurbished units. They said that if I receive the refurbished unit and I don't like it, I can just send it back. They also said that if I receive a refurbished unit and it has problems after sever replacements I could go the route of returning it all together.
I'm not sure what I'm going to do.
I may stand alone when I say this, but how is getting a refurbished replacement for an 8 month old phone anything but fair? I can understand if it was a month old, but after 8 months your phone is thoroughly used. The refurbs are like new so you'll be getting a device that's in better condition than yours... I dunno, pick your battles I guess.
Refurbs are fine. They go back to LG and are put through the same QQ checks that new devices are. If housing or glass have any cracks or scratches they are replaced. The device will look brand new and they only way most people would be able to tell is because Google is telling you.
_MetalHead_ said:
I may stand alone when I say this, but how is getting a refurbished replacement for an 8 month old phone anything but fair? I can understand if it was a month old, but after 8 months your phone is thoroughly used. The refurbs are like new so you'll be getting a device that's in better condition than yours... I dunno, pick your battles I guess.
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Exactly, every other device you would get refurbs from the start. The fact that Google was replacing them with new devices for 8 months is the surprising part, not that they've now switched to the standard business practice as the device nears EOL. It's like complaining about Google cross shipping the replacements. they go above and beyond what is expected of them and people still find reasons to complain.
If you return a used product, you can expect a used (refurbished) product in return.
I RMA'd my device due to a faulty earpiece. It is a 7 month old phone, and the earpiece just simply started acting up.
The refurbished device that I received is nearly flawless, but at the charging port there are quite some scratches. It seems the previous owner would fumble the cable around without looking, trying to plug it in.
http://postimg.org/image/ikp2n1z07/
They are bad enough that I am attempting to return it and get another one. I understand that they are refurbished, but I dont one want that is in a worse condition that mine. I am super caring to my phone. I expect something similar than that.
I will update as to how it goes!
Thanks for the responses (excluding the slight opinionated hostility). I feel a bit more comfortable about a refurbished device since I haven't had issues with phones before. I was skeptical because I had my Galaxy Nexus for 3 years with zero issues, it was the best phone I've ever had, so I was really surprised that a battery could crap out after 8 months just like that. I'll probably be ordering mine soon since I don't think a full refund is possible, and quite frankly, the device is quite better than the SGS products.
Shadow89 said:
I RMA'd my device due to a faulty earpiece. It is a 7 month old phone, and the earpiece just simply started acting up.
The refurbished device that I received is nearly flawless, but at the charging port there are quite some scratches. It seems the previous owner would fumble the cable around without looking, trying to plug it in.
http://postimg.org/image/ikp2n1z07/
They are bad enough that I am attempting to return it and get another one. I understand that they are refurbished, but I dont one want that is in a worse condition that mine. I am super caring to my phone. I expect something similar than that.
I will update as to how it goes!
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That actually looks like they were using some sort of dock with their phone, hence the squarish imprint. Not the worst but I agree with you it shouldn't be in a worse condition then what you sent in, and that would not qualify as "as new" in most people's opinion.
Hi,
I recently bought a used Nvidia Shield tablet that happened to be a deactivated one with a Y01 batterie for which the former owner already initiated the replacement process. It was described as being defective and that it suddenly went off and cannot be turned on again and might be used to get replacement parts. No word about the bad battery, the recall and the initiated replacement.
As I've seen such power off situations with my Tegra Note 7 I thought that might be repairable and so I bought it (somtimes my Tegra Note turnes off and cannot be turned on again).
After reading a lot in this forum and understanding what device I have, I don't know if I should keep it or try to return it to the seller. Beside the fact if it is possible that some clever folks find a way to make it usable again (and hopefully I would be clever enough to follow that procedure), I am not sure if I want to own a device with hazardous battery.
What do you think? Is it worth keeping this devide and hoping, that there is a way to make it usable again?
Regards
Sven
It can't be resuscitated without tools only Nvidia has. And it you did wake it up, it might possibly start a fire. Which insurance may not cover since the defect is known.
I would not suggest keeping it.
Sent from my SGH-M919 using Tapatalk
How did you acquire the tablet? If it was on eBay or some other online site, it is illegal to knowingly sell recalled items which that person obviously did. Contact the site you bought it on, and file a complaint that you were sold a defective recalled item, and you may get a refund.
I second, get a refund.
You paid for a working tablet, not a broken one.
EowynCarter said:
I second, get a refund.
You paid for a working tablet, not a broken one.
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No he paid for a broken one... But it still should be illegal to knowingly sell a recalled tablet that has been replaced.
Well anyway the battery is easily replaceable, so that is not even the problem, the problem is really that the device is locked.
There is some blahblahblah that someone could revive a locked nvidia shield from the recall, but it probably is a BS, no idea.
Get a refund as fast as possible. Is not allowed to sell a recalled tablet.
As far as exploding goes, the chance is very small (4 from 80.000), so keep the tablet and follow the forums here. Something might come up one day that would bring it back to life
As the tablets age, that "4 reported incidents" is sure to rise. Also, there have been lots of other incidents not as severe but still due to problems with the battery (swelling etc.).
Get a refund, but keep in mind you can't ship the tablet back without special permissions, at least not in the U.S. and many other countries. The box they give us to send in the return one is specially lined, and contains the appropriate markings, and the airbill they give us accounts for the special status of the battery.
If you don't drop the tablet off at a recycler/disposer of electronics, at least take the battery out and drop that off.
hey all,
just wanted to share a few notes on my experience with the pixel 3 xl and google support. part cautionary tale, part just feeling bitter.
tl;dr: high defect rate has possibly depleted stock of new devices (that would be set aside specifically for replacements), now only replacing with refurbs? possible 3rd party wireless charging issue?
i purchased my p3xl direct from google. the first one died in about 4 days. it wouldn't turn on and no combinations of buttons would give me even a screen flicker. then a day later, it suddenly came back to life. no explanation, no errors. i factory reset it, set it back up, rooted it, etc...
it died again the next day. i RMA'd it, and the day before my replacement arrived, it just came back on. it was weird and i was feeling paranoid, so i set up the new one and started using it. i kept the original one running and just played around with it, until the last few days before i HAD to send it in. it never once dropped again. i sent it back, keeping the new replacement.
2 months later, my 2nd one is dead. it seems to be the same issue, won't respond to anything. i used the stock charger, tried my partner's pixel 3 charger & cables, connecting it to my laptop, the charger for my old nexus (with a USB-C adapter) -- each for 6 to 10 hours. i'm still holding out a glimmer of hope that it will kick back on long enough for me to pull everything off it. i have a whole list of links to other threads on XDA and reddit with the magic button combo that people used to turn theirs back on, but many people are just getting it replaced.
so.. after a day of panicked research and a spreadsheet full of "button combo", "time held", "button released first", "result" desperation and sadness, i RMA'd it. this time they will only replace it with a refurb device. i escalated this over email, chat, twitter... but i kept getting the same message:
I understand that you're looking for a new device as a replacement. Please be informed that we have a finite number of new devices manufactured, and I'm sorry to inform that we wouldn't be able to send out a new device as a replacement, but rest assured our replacement devices undergo a comprehensive process to ensure a high standard of quality before they are shipped.
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my read on this that they're getting way more returns than they expected... thoughts?
all this said: i've been really loving the p3xl -- my brother has one, my gf has the p3. they love 'em and have had no problems. so yesterday i caved and ordered the replacement (refurb), but i'm pissed that (a) my phone is in perfect condition and i take really good care of it (shout out to whitestone dome, that thing is amazing!), and (b) i feel like i'm out 200$ish that is the diff between a new vs. refurb device and the cost of a new whitestone dome glass.
literally the only diff i can tell between myself, my brother, and my gf is that i have a tylt wireless charger that i drop my phone on when i'm going to bed. works great with my nexus, seemed like it was working fine for the pixel (albeit only slow charging). in my googling, i saw a couple of threads where people complained that a wireless charger had damaged their battery which is what pointed me this direction, but i honestly have no idea if it's really a factor.
so i'm sort of curious about other people's stories... are you running in to the same issues? did the magic button combo work? can you think of any reason why yours died in the first place?
thanks!
I can't comment from a bad experience, but I have ran the gambit of wired chargers through my 3xl but only ever used the pixel dock for wireless, due to my case (otterbox defender) it will only slow charge while the case is on, but I haven't had an issue, not trying to rub this in, just giving you another data point.
I have had mine for months, using it on the Pixel Stand nightly (with a case on). No issues so far.
Honestly, it's a big hit or miss with their "refurbished" devices. I've had multiple replacements ranging with big scratches 1.5 - 2 inches on the display. Buzzing earpieces and ****ty sounding speakers etc. They say their replacements go through a comprehensive check to make sure they're 100% mechanically sound. To me it seems like Google just stuffs in returned devices and ships them off as warranty exchanges. They just hope that the next person that gets it doesn't notice the defect and accepts the rubbish they dish out. But there is some light at the end of the tunnel if you deal with too many replacements. You can get your case escalated and they can refund you the total of the phone as a return 100% and you can get your money back. Then, if you wish, you can order a brand new one and at that point you'll have a brand new warranty and be guaranteed a new device for 2 weeks. I went through a similar fiasco for radio problems and speakers going out, but I have never faced your issue yet. I ended up getting a refund and bought a new Pixel 3 XL when they had the $200 off promotion so that was awesome! Best of luck!
zetsumeikuro said:
Honestly, it's a big hit or miss with their "refurbished" devices. <snip> I ended up getting a refund and bought a new Pixel 3 XL when they had the $200 off promotion so that was awesome! Best of luck!
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Similar situation with me but for constant flashing making the phone unusable for hours at a time. I was 17 days out of purchase and they refused to send me a new device, only a refurb. I could have gotten my money back as you described above but I bought it at the $200 off price and that promotion is expired. So my options were a refurb (they spout the exact same line about testing which is total BS) or spending an extra $200 for a new one. I have the Pixel 3 not the XL. These devices are flawed in a major way. The only thing they can do at this point is give free replacements to those experiencing problems. New and not refurbished. Throw all those away or give them away, they are useless. I wonder what the statistics are on returns. My wife has one since November with not one single issue. I'm on my 5th in the past month or so.
zetsumeikuro said:
Honestly, it's a big hit or miss with their "refurbished" devices. I've had multiple replacements ranging with big scratches 1.5 - 2 inches on the display. Buzzing earpieces and ****ty sounding speakers etc. They say their replacements go through a comprehensive check to make sure they're 100% mechanically sound. To me it seems like Google just stuffs in returned devices and ships them off as warranty exchanges. They just hope that the next person that gets it doesn't notice the defect and accepts the rubbish they dish out. But there is some light at the end of the tunnel if you deal with too many replacements. You can get your case escalated and they can refund you the total of the phone as a return 100% and you can get your money back. Then, if you wish, you can order a brand new one and at that point you'll have a brand new warranty and be guaranteed a new device for 2 weeks. I went through a similar fiasco for radio problems and speakers going out, but I have never faced your issue yet. I ended up getting a refund and bought a new Pixel 3 XL when they had the $200 off promotion so that was awesome! Best of luck!
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wow, that's a great piece of info - thanks! i'll see how the refurb works out, but yeah, mine is in pristine condition, i'm not going to accept a replacement with scratches.
They say their replacements go through a comprehensive check to make sure they're 100% mechanically sound.
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i swear, they pasted that line into EVERY single response i received. it got annoying fast.
bobby janow said:
The only thing they can do at this point is give free replacements to those experiencing problems. New and not refurbished. Throw all those away or give them away, they are useless. I wonder what the statistics are on returns. My wife has one since November with not one single issue. I'm on my 5th in the past month or so.
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i really think that this is why they're only doing refurbs now.. they probably used up all their "set aside for returns"-new devices already. makes me wonder if we're just all recycling each others non-functioning devices at this point..
JaceAlvejetti said:
I can't comment from a bad experience, but I have ran the gambit of wired chargers through my 3xl but only ever used the pixel dock for wireless, due to my case (otterbox defender) it will only slow charge while the case is on, but I haven't had an issue, not trying to rub this in, just giving you another data point.
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good to know. most of the "wireless charging broke my phone" threads do seem to be contained to 3rd party chargers, if the replacement works out, i might grab one of the pixel stands. thx!
williamentropy said:
i really think that this is why they're only doing refurbs now.. they probably used up all their "set aside for returns"-new devices already. makes me wonder if we're just all recycling each others non-functioning devices at this point..
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That's why I wouldn't accept a refurb. It cost me but I will get it back in the end. I had to pay for a new device, wait for it, transfer the info, send back the old piece of crap and wait for my refund. I don't care. I'm not getting some POS refurb when my device was only 17 days old and flashed like a lightning storm in June. So I'm going to test it as best I can in the coming days once I receive the new one. Any sign of anything and I'm outta here. Perhaps for good. It's just not worth it at this point when other devices are better. Used to the Nexus 5 at half the price of other phones, rootable, no problems with apps, stuff like that. Those days are over. Unfortunately.
bobby janow said:
Used to the Nexus 5 at half the price of other phones, rootable, no problems with apps, stuff like that. Those days are over. Unfortunately.
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i know, right? i'm back on my nexus 6 awaiting the replacement... despite the cracked screen, it's still a solid device.
It amazes me how lucky I must have been. Had to get my device from a third party with no chance of returning.
Why is Google quality control so freaking bad?
Plus if you complain on their support forum they just delete your post!