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Warranty Exhange

Does anybody know if AT&T is starting to exchange the fuze for the new tilt 2. I'm talking insurance exchange or warranty exchange. Anybody know something about it, or they still have the fuze on stock?????

wisocabeza said:
Does anybody know if AT&T is starting to exchange the fuze for the new tilt 2. I'm talking insurance exchange or warranty exchange. Anybody know something about it, or they still have the fuze on stock?????
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They still have the Fuze in stock :/
I called so many times, it's not even funny.
Here's something that might pique your interest. Couple of minutes ago, I saw this thread about people impatiently waiting to exchange their Tilt's to Fuze's. The Fuze was available in the Warranty Department approximately three weeks after it was officially launched.
It was an interesting thread to read. It seemed like many were purposely destroying their Tilt's to get them warrantied to Tilt's again, just to "extend" the warranty period since each warranty carries 90 days. The "best method" suggested was removing the USB cable while updating, and then playing dumb about it, lol.

fuze has a 1 year warranty. let me know if anyone has figured out a way. >.>

It's a nightmare trying to get a replacement through Warranty. I'm on my fourth Fuze now, because I have had legit warranty claims. They decided to upgrade me to a Tilt 2, sent me seed stock instead of a new phone kit, so I have a Tilt 2 without a battery or software. I called about that, they were supposed to send me out my new phone kit with a Tilt 2 in it yet again, sent me a Pure instead. Now I'm waiting for them to send me a battery for the Tilt 2 that I already have cause they don't have any new phone kits in stock for the Tilt 2. Though, I'm kind of tempted to try out the Pure, just because I can't hear anything on my Fuze as is and have some very important stuff coming up with work where I need to be able to hear customers. Ugh, AT&T can be a nightmare to deal with. I'm actually really tempted to switch to Verizon, Sprint, or T-mobile right now.

jjensen0331 said:
It's a nightmare trying to get a replacement through Warranty. I'm on my fourth Fuze now, because I have had legit warranty claims. They decided to upgrade me to a Tilt 2, sent me seed stock instead of a new phone kit, so I have a Tilt 2 without a battery or software. I called about that, they were supposed to send me out my new phone kit with a Tilt 2 in it yet again, sent me a Pure instead. Now I'm waiting for them to send me a battery for the Tilt 2 that I already have cause they don't have any new phone kits in stock for the Tilt 2. Though, I'm kind of tempted to try out the Pure, just because I can't hear anything on my Fuze as is and have some very important stuff coming up with work where I need to be able to hear customers. Ugh, AT&T can be a nightmare to deal with. I'm actually really tempted to switch to Verizon, Sprint, or T-mobile right now.
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I'm on my 4th Fuze as well. How did you get them to even send you the Tilt 2? They just kept on saying it's not available yet.

Just got the right CSR that put it through, and you have to be very nice to them. Just asked about comparable phones, he suggested it - it has to be their idea and recommendation. Still trying to get a battery from AT&T, they say they're out of stock, Warranty called a couple stores close by couldn't find one, but on the website it doesn't say they're out, but it's unlikely they'd send me a new one, heaven forbid. I've got three phones in my possession right now, my screwed up Fuze, a new in the box Pure and the Tilt 2. I'm worried they're going to screw up and bill me for all of them full price, even though they have assured me that won't happen. When I worked in collections years ago for them, saw that happen all the time, even when the phones were sent back in time, it was always a pain to sort out.

Being a ex at&t store manager let me tell you how the XBM (exchange by mail) process works.... If you have a defective device that is within its warrant period which is 1 year from the date that you started your contract at&t will switch it out at no cost to you. The phone cannot be water damanged, or physically damanged (there pretty strict about this). I have had customer who there definition of physical damange was different from what at&t thought and they ended up getting charged full price for the phone. so be very careful. They don't usually take anything that has been dropped or have deep scratches. Basically has to look ok where they can sell it again as a refurb or something. Secondly the only way they will send you out a different device is if you had to same problem with your current one. Its call the 3 strike policy. You can't just ask them for a new one you kinda have to play it off like you can't stand the fact that you keep getting messed of phone of that model. Lastly they will give you options to pick from whatever they have in stock that is the best match for what you have. At times they might not have anything and have no choice but to upgrade you to a newer one. I seen it happen a lot where they just upgrade you to a new device. When the 8300 curve came out a lot of ppl i know was calling in lying to say it was messed up just to get the gps verison 8310 which came out 4 months later. I would't advise anyone to do this unless it is a real problem with the phone. They keep records of every return that you do and can terminate your service if they feel like your trying to cheat them. The tilt two is a great phone tho hard to choose. There's some third party website that i might can direct you too if you want a tilt for a good price but you have to be able to upgrade and sign a two year contract. I got mines for free and just had to sign a contract that's it. And it at&t prorating terminations fees it wasn't big deal for me. thanks

and if i have insurance on the account, i pay $5 monthly, does they still have the fuze on stock.

Chances are that they have plenty of refurbished Fuzes in stock. It's not wise to try to scam the system just to get a new phone to have a new phone. It just makes it harder for people with legit reasons to get theirs replaced.

If you want to do a insurance claim instead of a warrant exchange they are two different things. The insurance is handled by a third party called asurion or something like that. Where warranty exchange is done by at&t themselves. If you decide to go with the insurance claim you will have to pay a $125 insurance deductible which is non-refundable. If you want to do the XBM then you wont have to pay anything as long as your phone is not water or physically damanged. If it is like stated above you WILL be charge full price for the phone they will read you a agreement of the terms and condition before they send out your phone. For both of the process above you have to send back your original device unless for the insurance its lost/stolen. Even if you have insurance and your phone is messed up you still would have to pay the $125.

and yes they more then likely have a lot of fuze in stock still. It would take at least a month or so before they will be getting the tilt 2. They will have some in stock but it would be for ppl with the tilt 2. At&t also has a policy where if its under 30 days you have to take it back to where you got it from before they will exchange it thru the mail. So it would be at least 20 days or so of the release date of the tilt 2 before at&t worries about exchanging that out for ppl with the tilt 2.

cant sweet talk em? "hey baby, lookin mighteh fine... fine as wine *wink*"

At&T Warranty Exchange Unfair
la0xboix7o4 said:
Being a ex at&t store manager let me tell you how the XBM (exchange by mail) process works.... If you have a defective device that is within its warrant period which is 1 year from the date that you started your contract at&t will switch it out at no cost to you. The phone cannot be water damanged, or physically damanged (there pretty strict about this). I have had customer who there definition of physical damange was different from what at&t thought and they ended up getting charged full price for the phone. so be very careful. They don't usually take anything that has been dropped or have deep scratches. Basically has to look ok where they can sell it again as a refurb or something. Secondly the only way they will send you out a different device is if you had to same problem with your current one. Its call the 3 strike policy. You can't just ask them for a new one you kinda have to play it off like you can't stand the fact that you keep getting messed of phone of that model. Lastly they will give you options to pick from whatever they have in stock that is the best match for what you have. At times they might not have anything and have no choice but to upgrade you to a newer one. I seen it happen a lot where they just upgrade you to a new device. When the 8300 curve came out a lot of ppl i know was calling in lying to say it was messed up just to get the gps verison 8310 which came out 4 months later. I would't advise anyone to do this unless it is a real problem with the phone. They keep records of every return that you do and can terminate your service if they feel like your trying to cheat them. The tilt two is a great phone tho hard to choose. There's some third party website that i might can direct you too if you want a tilt for a good price but you have to be able to upgrade and sign a two year contract. I got mines for free and just had to sign a contract that's it. And it at&t prorating terminations fees it wasn't big deal for me. thanks
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My husband’s Motorola Tundra was in his pocket. The phone started to burn him while it was in his pocket. There were no incoming calls. He immediately removed his phone and set it down for about thirty minutes. He tried to power the phone up but to no avail. I called AT&T to exchange the phone since it was only about eight months old.
I was told by the Warranty Exchange department that if there were any liquid damage the warranty would be void. Upon looking at the litmus indicator I noticed there were pink speckles. I did not want to pay for a phone that was obviously defective and not abused by my husband.
Therefore, I called AT&T again and explained again that the Tundra was not exposed to water. The representative told me that nothing could be done by AT&T until my next billing cycle when the new phone would be charged to my account. I was told not to worry and go ahead and send the phone in and a Commitment Call would be made to clear up the situation on the next billing cycle if AT&T did not hear from me.
I did receive the new Tundra and returned the damaged phone. The damaged phone was returned to me indicating that the liquid damage indicator was removed. I DID NOT REMOVE THE INDICATOR! I was charged $210.
In the meantime, I called Motorola. The Motorola technician told me that the litmus paper could have been activated by a leaky battery.
I telephoned AT&T today and the $210 was reduced by half. I spoke with three levels of representatives indicating that I did not feel paying anything was acceptable by me based on the principle of this matter. Our original Motorola Tundra was only eight months old and obviously defective. I feel that AT&T is basically accusing me of being dishonest because the liquid damage indicator had pink speckles. What other alternative did I have but to send the phone in since we use it in our business. I accepted the reduction for the cost of the new Tundra with hesitation. It is not so much the money but the principle of this issue. I am a very dissatisfied customer.

They're horrible about running over people. I never understood their reasoning... I would see people get full out replacements for nothing, when they hardly ever paid their bill and had like ten charged off accounts, then on the other hand, you would have customers that had been with them ten years through the various names and such, always paid on time, they wouldn't do anything for them. Dollar is number one for AT&T, as with any company, but their practices are kind of screwy, you are at the mercy of whomever you speak to. I got lucky I got a noob. He wasn't burned out yet and I was very patient and nice to him, he genuinely wanted to help. If you get someone that's been there for years, they've been long hardened and are difficult to deal with - they just want to meet their stats and get their shift over with. Call center location can also have something to do with it, people are different in different areas. I would have customers call up, ask which call center I was located and hang up if it wasn't the one they wanted. Then again, I would have people ask which call center I was located at wanting to kill me, too... Anyway... The people don't generally don't care what's right, it depends on how you deal with them, you have to kill them with kindness, you're at their mercy, not really AT&T's. I would still fight for that full credit, too, but kill them with kindness. Customer care can credit more than collections can, and are more apt to hand it out. If you have to go through Warranty for it, that one's generally alot harder, they tend to be a pain in the arse.
I got Warranty to credit me $50 bucks today for a battery which I had to order through the site and they reimbursed me since they couldn't obtain one for me. One day soon hopefully I'll be using my Tilt 2, it sure is a purty paper weight right now.

I'm actually waiting for the Tilt 2.
I'm on the 4th FUZE, and the last time I spoke to them. They said the next time I run into an issue, they should be able to swap out the FUZE for another phone.
I'm still having the same issue with the 4th Fuze, tons of dropped calls.
I'm holding off calling because I really want the Tilt 2. From what I have been told by people on this forum, and the people at AT&T usually the excahnge group gets refurb phones in about 30 days after the release date.
Now the confusing part is... would the release date be the 8th, when the phone hit the Premiere site, or the 18th when it hit the retail channels.
I'm waiting patiently...

Well if i was at&t i wouldn't have to worry about any XBM until 20 days after the release date. I would go by the 8th one b/c if ppl who had there tilt 2 for more then 30 days and have a warranty issue with them at&t would have to switch them out since it is past the 30 day period and under the 1 yr warranty. I would wait a lil longer to be on the safe side unelss your happy with gettin another fuze.

la0xboix7o4 said:
Well if i was at&t i wouldn't have to worry about any XBM until 20 days after the release date. I would go by the 8th one b/c if ppl who had there tilt 2 for more then 30 days and have a warranty issue with them at&t would have to switch them out since it is past the 30 day period and under the 1 yr warranty. I would wait a lil longer to be on the safe side unelss your happy with gettin another fuze.
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I'm FUZE'd out.
Maybe i'll call the 10th and see if they have any TILT2 in stock.

I have had six (6) warranty exchange Fuzes over the last four months. This was for a legit warranty claim.
During my call last week the CSR suggested I get a Tilt2 instead of another Fuze.....then the CSR found out that the Tilt2 was not in stock. The CSR had no idea when the Tilt2 would be in stock and suggested calling each week on Wednesday.....why wednesday?
Anyway, A brand new Pure appeared at my door step today......I called ATT about the appearance of a new phone. Apparently, the CSR sent me the Pure as a replacement device.
I don't want this device and will be returning it for a Tilt2, when they have it in stock.

Molal said:
I have had six (6) warranty exchange Fuzes over the last four months. This was for a legit warranty claim.
During my call last week the CSR suggested I get a Tilt2 instead of another Fuze.....then the CSR found out that the Tilt2 was not in stock. The CSR had no idea when the Tilt2 would be in stock and suggested calling each week on Wednesday.....why wednesday?
Anyway, A brand new Pure appeared at my door step today......I called ATT about the appearance of a new phone. Apparently, the CSR sent me the Pure as a replacement device.
I don't want this device and will be returning it for a Tilt2, when they have it in stock.
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Have you called today (wednesday)?

g2tl said:
Have you called today (wednesday)?
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If your phone that you want is not in stock they will send you whatever that is close to it.

Best buy protection plan, any users?

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.
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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?
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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
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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?
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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.
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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."
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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.

Returned My 2ND G2X , Now Im Stuck With Blackberry :-(

Im so depressed lol. Blackberry sucks. I remember when i use to love their phones. Now that i have been long exposed to android i dont know what to do without them. Here's my story: First G2X blew out on me during a call and i returned it. The rep in the store couldnt turn it on and try to find signs of water damage which there werent any. Second G2X had serious bleeding in the upper corner. I tried to disregard it but im very anal about my devices especially when i buy them outright. I returned it and got credit on my account that supposedly cant be touched unless i notify tmobile. My friend works for tmobile and told me a new shipment is coming in a little after Mothers day. So ill try my luck again and hopefully get a good unit. I dont really suggest anyone buy one via craigslist or ebay but as you can see most sellers are not accepting returns. Wish me luck guys.

i work at a tmobile store and we get shipments every business day. no deliveries saturday/sunday
dont know why they wouldn't be getting anything til after mothers day. plus we only get notifications 4 days ahead of time of what the shipment contains.

charlieb620 said:
Im so depressed lol. Blackberry sucks. I remember when i use to love their phones. Now that i have been long exposed to android i dont know what to do without them. Here's my story: First G2X blew out on me during a call and i returned it. The rep in the store couldnt turn it on and try to find signs of water damage which there werent any. Second G2X had serious bleeding in the upper corner. I tried to disregard it but im very anal about my devices especially when i buy them outright. I returned it and got credit on my account that supposedly cant be touched unless i notify tmobile. My friend works for tmobile and told me a new shipment is coming in a little after Mothers day. So ill try my luck again and hopefully get a good unit. I dont really suggest anyone buy one via craigslist or ebay but as you can see most sellers are not accepting returns. Wish me luck guys.
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Did you use a debit card or cc? They dont give you money back? I'm thinking about returning mine... They give you store credit back?

was this a corporate owned location?
we always give full refunds within 14 days of purchase for contract extensions and 30 days of purchase for full-price. if it was through a third party retailer it would make much more sense as to why they only give you credit.

it was a tmobile seller not a tmobile retailer. they said i can use the credit to go to a actual tmobile store to purchase it. im waiting because i dont want any problems. i know all cell phones have issues but i would rather have a issue that can be fixed by a soft mod or something.

You should wait for the Samsung Galaxy S2. The super amoled plus screen should be awesome. I miss my Samsung Vibrant screen, but I'm happy with my LG G2X overall.

grenademasta said:
You should wait for the Samsung Galaxy S2. The super amoled plus screen should be awesome. I miss my Samsung Vibrant screen, but I'm happy with my LG G2X overall.
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Samsung amoled only has better blacks.... g2x has amazing color and screen... better them mt4g way better then hd7, evo is out of conversation .... super amoled is nice but those phones feel cheap and touch wiz is ridiculous
although
samsung said no more locked bootloader
still
for now
I say g2x and sensation are best choices
sent from my G2X with no regrets

suhailtheboss said:
was this a corporate owned location?
we always give full refunds within 14 days of purchase for contract extensions and 30 days of purchase for full-price. if it was through a third party retailer it would make much more sense as to why they only give you credit.
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is that true about the 30 days for full price purchasers? or is that california only? i bought mine online from tmo. i never heard of this policy. can more than one person confirm this please?

Just got G2X for the wife, fast phone. There is slight bleeding but very minor and how many G2x I have to go through for it to be perfect.
I'm waiting for SGS2 myself. Superamoled has more pop to its colors. G2X has more natural white. Superamoled + should be better and bigger screen.
Sent from my SGH-T959 using XDA Premium App

crazythunder said:
is that true about the 30 days for full price purchasers? or is that california only? i bought mine online from tmo. i never heard of this policy. can more than one person confirm this please?
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as far as i know the 30 day policy for full price is nation-wide in corporate retail stores.
it prints out the policy on every single one of our receipts on the bottom, and i'd imagine it would do that in the whole country as well.

My story:
My phone had bleeding/rebooting issues so I decided to exchange.
Called T-Mobile and explained the issues.
CCR told to pack it and send it to T-Mobile Return Center and call them as soon as I shipped it with the tracking number and they will send me the exchange right away. (cool)
I went to my UPS online account, created a shipping label (with tracking number).
Called T-mobile again and told them:
- I just sent my defective phone back here is the tracking number ........ .
CCR started ordering my replacement (took some time, apparently was having a hard time).
At the end, CCR said to me: Okay I had to cancel your order and we will reimburse your money in a couple of days, and we will need to make a new order. (thats when it came to me)
- Can I bye it at my local store so if it has any problem I can exchange in-store?
CCR: Sure thats very smart of you.
No restocking fee, they will pay my shipping.
Already bought it at the store and will be sending the other one tomorrow.
- The new one has the same bleeding problem, same poor signal strengths. At least I haven't had any reboot YET. Will wait for a couple of days without rooting to make sure it is not a rooting issue.

suhailtheboss said:
as far as i know the 30 day policy for full price is nation-wide in corporate retail stores.
it prints out the policy on every single one of our receipts on the bottom, and i'd imagine it would do that in the whole country as well.
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but this doesn't apply if i bought it online through tmo, correct?

crazythunder said:
but this doesn't apply if i bought it online through tmo, correct?
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check your confirmation email from T-Mobile.
This is what mine says:
Return Policy
To receive a refund or exchange, you must return the device within 20 days of the date of your purchase (30 days in California). All original contents must be undamaged and in good working condition, and you must provide your proof of purchase. All devices received as part of a promotional offer (for example, "Buy One Get One Free," etc.) must be returned and some limited edition and other devices may not be refunded or exchanged. You may also be required to pay a restocking fee.
To complete a return or exchange please follow these directions:
Return all devices in their original packaging, including accessories and literature.
Obtain a Return Form and shipping information by visiting T-Mobile online at www.T-Mobile.com/returnupgrade or by contacting Customer Care at 1-800-937-8997.
Send the device via a traceable carrier (such as UPS, FedEx, or DHL), retain shipping information for your records, and insure the package for the full value of the device.
Returns must be received by T-Mobile within 20 days from the date of your purchase (30 days in California).
Accessories: To receive a refund of any accessories purchased, you must return the accessories within 30 days of purchase, along with your proof of purchase.
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thanks. i think alot of people are under the assumption it's 14 days. thanks for pointing that out. i have 10 days after today, got mine last tuesday. mine has slight bleed in top right corner only.room has to be dark to see it. and even with gingerbread black status bar, the clock will hide it. or should. i really hate to return it. it's a great phone. and too many exchange nightmares out here. and....nothing better coming out anytime soon. sensation looks nice.....nice and locked though. what would you do? i think i'm just gonna keep it and keep bugging lg. i started a thread in their forum. and i've been emailing them. no response yet. i'm telling them i demand they personally replace my screen with a non defective one. we'll see how far that goes.

crazythunder said:
thanks. i think alot of people are under the assumption it's 14 days. thanks for pointing that out. i have 10 days after today, got mine last tuesday. mine has slight bleed in top right corner only.room has to be dark to see it. and even with gingerbread black status bar, the clock will hide it. or should. i really hate to return it. it's a great phone. and too many exchange nightmares out here. and....nothing better coming out anytime soon. sensation looks nice.....nice and locked though. what would you do? i think i'm just gonna keep it and keep bugging lg. i started a thread in their forum. and i've been emailing them. no response yet. i'm telling them i demand they personally replace my screen with a non defective one. we'll see how far that goes.
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keep us updated.
i work in a tmobile store and always check every g2x before it goes out. pretty much every single one i've seen has had some sort of bleeding (opened at least 15 boxes in store)
so honestly i think the best bet is to get a replacement or repair done by LG directly instead of just exchanging it for another one.
my g2x also has a bit of bleed, but i'm going to wait till CM7 comes out to see if its noticeable or not.
everyone should keep in mind that these phones do come with a 1yr manufacturers warranty, and the screen bleed issue does fall under that warranty. so even if you miss your tmobile exchange window, you're still covered.

[Q] Asurion s3 replacement. Is it too good to be true?

In short:
Broken s3, dropped with shattered screen, then the s3 sudden death syndrome so a device that 100% refuses to even acknowledge a charger plugged in via the wall.
Go to the website and file a claim.
Device has cosmetic damage, I give reason as "dropped phone" and moments later and told tomorrow i will get:
1. A new device
2. New battery
3. New factory charger
Called them to confirm this and a call center person (Indian sounded like) tells me:
1. The device is factory new, I ask and no it isn't refurbished.
2. It comes we whatever a factory new s3 comes with (sim card, charger, headphones)
3. It will be here tomorrow.
Edit: I can keep the old battery and back as well. So I ask "okay ill have two batteries now and two back case parts?"
Yes, he confirms...
So what? Did these guys lie their asses off to me and I can expect to get hosed tomorrow?
Or is there a chance they aren't as bad as people say now a days?

Well i guess we'll find out tomorrow
Sent from my SCH-I535 using xda premium

Sounds legit to me as someone who works on the selling end. Did they charge you a $100 deductible?
Sent from my SCH-I535 using xda premium

jamesrascal said:
Sounds legit to me as someone who works on the selling end. Did they charge you a $100 deductible?
Sent from my SCH-I535 using xda premium
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My wife is on her 3rd gs3 assurion gave her a new battery, back cover, sim card and charger each time with the phone. No headphones, and the only thing we sent back was the main phone itself, not the battery or cover and the replacements arrived within 24 his of claim. It was great service.

I will be using asurion soon myself. Not for my phone but for my daughter's. She cracked the screen the 2nd day she had it. The worst part is I didn't pay anything for the phone but I have to pay 50 for the deductible
Sent from my ThunderBolt, soon to be S3

jamesrascal said:
Sounds legit to me as someone who works on the selling end. Did they charge you a $100 deductible?
Sent from my SCH-I535 using xda premium
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Yessiree, $99.00... No tax.
I won't expect headphones but I was pretty much expecting to get screwed with all the horror stories I had read of used phones with third party parts coming back to people.
Actually verizon forced the insurance on me.
Last year I had five phones that were faulty.
On the month after the manufacturers warranty I had a screen that wouldn't light up on an htc Incredible2.
I elevated the complaint to verizon corporate and they gave me an s3 for the new contract price but said Insurance was mandatory as part of their compromise (wasn't upgrade eligible for 11 months.
So the verizon corporate relations person told me asurion sends new devices back in august when that transaction happened and it seems he was right.
ONE WORD OF CAUTION
If your damage happens over 30 days ago, just tell asurion it happened yesterday or today.
A verizon rep told me that asurion will deny claims with old damage but you can tell them anything you want to as to when it was broken.
Mine broke in January, then sudden death two weeks ago.
This isn't fraud in my eyes. I'm sending the broken one back.
Just as others have said I was told to send a shell of the phone. Anything that can be removed without a screwdriver I keep (sim card, sd card, original battery, back cover) ...

stevenjcampbell said:
Yessiree, $99.00... No tax.
I won't expect headphones but I was pretty much expecting to get screwed with all the horror stories I had read of used phones with third party parts coming back to people.
Actually verizon forced the insurance on me.
Last year I had five phones that were faulty.
On the month after the manufacturers warranty I had a screen that wouldn't light up on an htc Incredible2.
I elevated the complaint to verizon corporate and they gave me an s3 for the new contract price but said Insurance was mandatory as part of their compromise (wasn't upgrade eligible for 11 months.
So the verizon corporate relations person told me asurion sends new devices back in august when that transaction happened and it seems he was right.
ONE WORD OF CAUTION
If your damage happens over 30 days ago, just tell asurion it happened yesterday or today.
A verizon rep told me that asurion will deny claims with old damage but you can tell them anything you want to as to when it was broken.
Mine broke in January, then sudden death two weeks ago.
This isn't fraud in my eyes. I'm sending the broken one back.
Just as others have said I was told to send a shell of the phone. Anything that can be removed without a screwdriver I keep (sim card, sd card, original battery, back cover) ...
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Of course you are really are paying for it with the deductible and the monthly fee. and no matter what assurion assures you of , you are getting refurb stuff, THey sent me 3 "new" phones before I finally got one that lasted for more than 2 days without rebooting on its own or failing entirely

I love T-Mobile

So last week was not good for me, I damaged my spen. My bad luck didn't end there. 3 days ago I spilt water which water on it and as a result was water damaged. So I am going through all my options, I didn't get insurance (it wasn't offered, I probably would have declined anyways) I was contemplating buying another one through eBay using PayPal credit. I was contemplating sending it in to Samsung for out of warranty repair. I then thought to call T-Mobile. I was honest that my phone is water damaged and know that it voids warranty. They put me on hold, spoke with supervisor. They added insurance and ordered another phone. I am still responsible for $250 which will be on my next bill. I get to keep the damaged phone ( I asked) so what that means Is that I get to sell the phone and pay off the deposit T-Mobile is asking for.
I have been with T-Mobile for 3 years and bought many phones through them. Doing what they did makes me feel appreciated as a customer. Life happens, but it's nice when stuff like this happens.
Life is good

Great experience man!

I've been with T-MO 13, maybe 14 years, and there's a reason. Always been treated more than fair and sometimes a little too good. Glad to hear they're keeping it up.

Have to agree. Over the last 9 years it's been a fantastic experience, great pricing, and "above & beyond" customer service. I don't ever see myself leaving T-Mo unless some crappy merger ruins it all.

Me too 14+ years.

You may be able to keep the old phone, but it will more than likely have the IMEI blacklisted. Standard procedure for insurance replacements. If that's the case, you can sell it over at Swappa Boneyard for a quick buck.

md1008 said:
So last week was not good for me, I damaged my spen. My bad luck didn't end there. 3 days ago I spilt water which water on it and as a result was water damaged. So I am going through all my options, I didn't get insurance (it wasn't offered, I probably would have declined anyways) I was contemplating buying another one through eBay using PayPal credit. I was contemplating sending it in to Samsung for out of warranty repair. I then thought to call T-Mobile. I was honest that my phone is water damaged and know that it voids warranty. They put me on hold, spoke with supervisor. They added insurance and ordered another phone. I am still responsible for $250 which will be on my next bill. I get to keep the damaged phone ( I asked) so what that means Is that I get to sell the phone and pay off the deposit T-Mobile is asking for.
I have been with T-Mobile for 3 years and bought many phones through them. Doing what they did makes me feel appreciated as a customer. Life happens, but it's nice when stuff like this happens.
Life is good
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So... You can add insurance within 14 days of a new phone purchase. You are clearly within that timeframe from the note 5 release. No device verification is required as you can do it over the phone. Im not surprised at all as assurion absorbs the cost, not tmobile. Good for you though. Glad you didn't end up eating that 700 comedy of errors.
Sent from my SM-N920T using Tapatalk

No one has had a better experience than me.. so last year i was going through a tough time. Lost my job and i just got my phone syolen.. t-mobile offered to get me a new and bill to account.. i got the note 4 diwn payment was 380 i believe once my bill came i still had no job i calked and explain the situation.. they said pay aleast 50$ so we can keep your service avtive till next bill. So now i have 380 plus tax plus another 13 for first month than my normal bill. I was up over 500 for my next bill. I told them tbh idk if i can afford it. Maybe ill mail yhe phone back... long story short. My next month bill was only 80$ i check online ant it said i only owed 300$ for the note 4.. so i dint have to pay the down payment. that's why i would never leave tmbile
Sent from my SM-N920T using Tapatalk

I haven't had any crazy experiences like you guys. I just love the whole uncarrier movement. They really are doing an excellent job putting the customer first while not sacrificing their bottom line entirely.
Sent from my SM-N920T using Tapatalk

I think they also gave you the replacement of your Note 5 cause it's been out for less than a month, so they would have only made 8 dollars off of you if you did get the insurance. They lose out on 8 bucks for the first month, but now you'll have a new phone, an insurance plan for the remainder of the time you have that phone, and they have a happy customer.
They wouldn't risk losing a monthly paying customer over 8 dollars. Nice story, I unfortunately don't have one yet, just came to read.

I could always cancel insurance but I am probably not going to at least not for a little while.
I was wondering will the old note Imei be blocked? Technically T-Mobile isn't doing insurance claim, they are ordering me a brand new note and giving me 450 credit leaving me responsible for $250.

md1008 said:
I could always cancel insurance but I am probably not going to at least not for a little while.
I was wondering will the old note Imei be blocked? Technically T-Mobile isn't doing insurance claim, they are ordering me a brand new note and giving me 450 credit leaving me responsible for $250.
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Yess it agould be blocked.
Sent from my SM-N920T using Tapatalk

Tmobile has been very good to me, never hesitating to credit my account for things. My Z1s was stolen after I got my Z3, before I could ship it back to Tmobile. I couldn't afford to spend the money to have the insurance replace it, I wound up having to pay for it. I got to a point where I could afford the insurance, but I was out of the 90 day window. Still had like 250 due on it, and they credited my account to make up the difference between the insurance replacement and the balance due. Was amazing.

i work for t-mobile and ill be honest. if you have to send the damaged phone back then they kinda ripped you off and ill tell you why.
you most likely are on JUMP! On Demand which is a lease program so "technically" the phone isnt yours yet. The device hasnt been out for 14 days yet and as someone earlier stated you have the option to add insurance within 14 days of purchasing the device. Insurance is $8 a month. On the Jump On Demand program you can upgrade the device 3x per 12 month period. If you go to do an upgrade you have to trade in your current device and switch it out. But if there is any damage they charge you 250 but still let you upgrade. With insurance they only charge you 175 and you just send them the damaged phone back after they send you the replacement. But your supposedly not suppose to be able to upgrade to the same device. So i honestly dont know lol. Either way you could have just added the device protection and just paid the company 175 and had a phone sent to you in 24 hours.

bradbutter said:
i work for t-mobile and ill be honest. if you have to send the damaged phone back then they kinda ripped you off and ill tell you why.
you most likely are on JUMP! On Demand which is a lease program so "technically" the phone isnt yours yet. The device hasnt been out for 14 days yet and as someone earlier stated you have the option to add insurance within 14 days of purchasing the device. Insurance is $8 a month. On the Jump On Demand program you can upgrade the device 3x per 12 month period. If you go to do an upgrade you have to trade in your current device and switch it out. But if there is any damage they charge you 250 but still let you upgrade. With insurance they only charge you 175 and you just send them the damaged phone back after they send you the replacement. But your supposedly not suppose to be able to upgrade to the same device. So i honestly dont know lol. Either way you could have just added the device protection and just paid the company 175 and had a phone sent to you in 24 hours.
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I have a question for you, I just got the Note 5 and I told the sales guy I wanted to go from jump to jump on demand but I'm not sure if he actually switched me. Is there some where on MyTmobile that will tell me if I have jump on demand or do I need to go in to a store or call? Thanks!

bradbutter said:
i work for t-mobile and ill be honest. if you have to send the damaged phone back then they kinda ripped you off and ill tell you why.
you most likely are on JUMP! On Demand which is a lease program so "technically" the phone isnt yours yet. The device hasnt been out for 14 days yet and as someone earlier stated you have the option to add insurance within 14 days of purchasing the device. Insurance is $8 a month. On the Jump On Demand program you can upgrade the device 3x per 12 month period. If you go to do an upgrade you have to trade in your current device and switch it out. But if there is any damage they charge you 250 but still let you upgrade. With insurance they only charge you 175 and you just send them the damaged phone back after they send you the replacement. But your supposedly not suppose to be able to upgrade to the same device. So i honestly dont know lol. Either way you could have just added the device protection and just paid the company 175 and had a phone sent to you in 24 hours.
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I was told I could not make a claim although I am sure Asurian would be none the wiser. I am happy with the outcome. Even if it was $50 extra. Plus I still get to keep the old phone which should take care of the money I owe anyways.
I am thinking of sending it in to Samsung and see what they quote me for. If they want $300 and they send me back a brand new phone I can flip it for double.

And I am expecting my phone tomorrow. They ordered next day delivery via UPS. Either way I am happy

md1008 said:
I was told I could not make a claim although I am sure Asurian would be none the wiser. I am happy with the outcome. Even if it was $50 extra. Plus I still get to keep the old phone which should take care of the money I owe anyways.
I am thinking of sending it in to Samsung and see what they quote me for. If they want $300 and they send me back a brand new phone I can flip it for double.
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that sounds cool then if you dont have to send the phone back. that means you still would have all 3 upgrades and a new device for 250 which isnt bad at all ... good job lol
shanda5303 said:
I have a question for you, I just got the Note 5 and I told the sales guy I wanted to go from jump to jump on demand but I'm not sure if he actually switched me. Is there some where on MyTmobile that will tell me if I have jump on demand or do I need to go in to a store or call? Thanks!
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you should be able to call customer care but from everyday experience they usually dont know what they are talking about unless theyve been around for a while. They read scripts and guidelines where as a sales rep in store deals with everyday problems first hand. but to switch from jump to JOD you have to just basically start your payment plan over. you cant just switch it or jump into JOD.
i.e., if you had a note 4 and owed 500 on it. and wanted to get the note 5 on JOD , you would have to pay off the entire 500 and just keep your note 4 on your account monthly and be paying for 2 phones. Or you can trade in your note 4 and lets say they give u 300 for it . you would stil be responsible for 200 of the note 4 but you would be in the new JOD program where u can change the phone 3x in 12 months regardless of how much you owe, where as with JUMP you have to have the 10 insurance feature and pay half your phone everytime you want to upgrade

I'm on Team T-Mobile. First service providers that I'm pleased with.
* Coverage and data speed in my city is A-
* Jump 1.0
* 2 Unlimited Un-Throttled 4G LTE Plan for $100
* On a business account I call them for whatever, I've never waited more than 1 min to speak with an American customer service rep
* SIM Unlock on a brand new financed phone! SIM Unlocked my GS6 and Note 5 on Day 1

I'm glad to hear this. I work for a sprint dealer (worst carrier out of the 4, I'm well aware. Lol) and their customer service are a bunch of idiots (I only know because I have to talk to them for customers all the time). Terrible experience most of the time with their care. AT&T has always had great customer service but I don't do phone payments on devices I can't use how I want to use them. (Locked bootloaders). Just switched to tmobile this month. The service has already been great. Hopeful that it stays that way. Thanks for sharing your story. And try not to damage your phone again. Lol maybe just keep the insurance this time around.
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