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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!
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.
I was wondering if anyone here has had to replace the screen on their S8+ lately
and any pricing advice
mine broke in a weird spot almost like a stress crack
bottom of phone below home button
bigcid10 said:
I was wondering if anyone here has had to replace the screen on their S8+ lately
and any pricing advice
mine broke in a weird spot almost like a stress crack
bottom of phone below home button
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I had mine fixed at ifixandrepair for $250. OEM new Samsung screen, they showed me the box. I have square trade warranty, they said only one place in my area they worked with which was batteries plus. Batteries plus said they had to send it out, take about 3-5 days, was same price. Square Trade said i could take it to anyone i wanted but i'd have to pay for it and send them the bill. I had it back fixed in 2 hours and the reimbursement check in 3 days. The new screen is much brighter and colors are a lot more vivid and vibrant. Touch is perfect. Of course it's no longer water proof, which is to be expected. I love the phone, hate the fingerprint sensor location. Pre-ordered unlocked s9+ from samsung
Thank you,That sounds reasonable enough
I will keep them in mind when I have to get it done
I used Samsung without insurance and only ended up costing $170 but was without my phone for a week. Had to mail it to them. And it is still waterproof. Dropped it in the rain getting out the truck went back 10 mins later and found it, still working.
Sent from my SM-G955U using Tapatalk
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!
Today about 2 hours after waking up, I unlocked my phone and noticed that a dime size dead-zone at the bottom left of the phone. My phone has been in a case and a glass screen protector since taking it out of the box and I have never (knock on wood) dropped it whatsoever. If I took it out of the case and screen protector you would think it is a brand new phone never used. So now I have this dead zone that will not recover regardless of countless remedies, so I contact Google support as I am a member of Google one because I pay for the 100 gigabyte cloud storage. I sent the representative Hey picture of the dead zone and to my surprise he told me he told me " do not worry about this at all, I will start an RMA for you immediately". I was extremely pleased with how this was handled, an hour after talking with him, my entire screen died. I no longer can use my phone at all. Thank god it will be here in two days!
So you'll only have to slum it with an old device for a day or two, sweet!
Never had a problem with Google RMA process, always the reason I buy direct, piece of mind
In the UK - Google do a great job with their phones too for RMA. They sort you out relatively well
Even if you didnt buy direct
Update:
Got the new device yesterday, apparently they are refurbished and I noticed a nice big strand of white lint in-between the camera glass right on top of the main shooter. Obviously got in there when Google did whatever they do to refurbish phones.
Contacted them and so far they are refusing to swap this one out. I understand it's a little nit picky but I paid $900 for a brand new phone, it had a defect and the replacement now has a defect. That aside, it's absolutely killing my OCD. Could you imagine having to look at that stupid little piece of lint for years to come? If they ultimately stick with not doing an RMA on this I'm either selling and going for a OnePlus 8 pro or possibly even attempting to remove the camera glass square to get that little fu**** out.
1dopewrx05 said:
Update:
Got the new device yesterday, apparently they are refurbished and I noticed a nice big strand of white lint in-between the camera glass right on top of the main shooter. Obviously got in there when Google did whatever they do to refurbish phones.
Contacted them and so far they are refusing to swap this one out. I understand it's a little nit picky but I paid $900 for a brand new phone, it had a defect and the replacement now has a defect. That aside, it's absolutely killing my OCD. Could you imagine having to look at that stupid little piece of lint for years to come? If they ultimately stick with not doing an RMA on this I'm either selling and going for a OnePlus 8 pro or possibly even attempting to remove the camera glass square to get that little fu**** out.
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Edit: I did buy direct btw, always have and always will.
1dopewrx05 said:
Edit: I did buy direct btw, always have and always will.
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Just call them back and do a second warranty, let them know your experiencing new problems, or tell them you want to do a buyer's remorse return & they'll do it. I did a buyers remorse after I bought the my pixel 3 xl twice last year, once at 2 months & the other at 4 months, (That's where they give your your money back).. I called them for a day over & over but they did what I wanted. don't let Google tell you what's gonna happen you tell them