How do I contact samsung about a replacement for my phone? I am past the 14 day grace period given by tmobile, and I doubt they will do anything to help other than giving me a number to call maybe.
whats wrong?
You have past the 14 days buyer's remorse period, but you still have the warranty for 1 year from the date of purchase, so call T-Mobile and tell them about any problem you're having, they should be able to help you and replace it.
StefanB86 said:
You have past the 14 days buyer's remorse period, but you still have the warranty for 1 year from the date of purchase, so call T-Mobile and tell them about any problem you're having, they should be able to help you and replace it.
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Good luck with that. Very likely the best you can hope for is a refurbished phone.
What is the nature of your warranty claim? Do you have any reason to believe that a different physical phone would be better than what you have? If it is something gross like the screen failing, obviously so. For other complaints, perhaps not.
You should check again, I had the myTouch 3G Slide for 3 weeks and exchanged it for the Vibrant when it came out because they told me that I had 30 days to return it, not 14. As far as I can recall, its always been 30 days for me.
KerryG said:
You should check again, I had the myTouch 3G Slide for 3 weeks and exchanged it for the Vibrant when it came out because they told me that I had 30 days to return it, not 14. As far as I can recall, its always been 30 days for me.
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Depends entirely on what state you're in and whether or not you got a discount.
-If you're in California or bought the phone at full price with an existing number, it's 30 days.
-If you're in any other state and purchased it with any kind of discount or with a new number, it's 14 days.
KerryG said:
You should check again, I had the myTouch 3G Slide for 3 weeks and exchanged it for the Vibrant when it came out because they told me that I had 30 days to return it, not 14. As far as I can recall, its always been 30 days for me.
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Do you live in California, by any chance? My understanding from other posts here is that California law provides its residents with a 30-day buyer's remorse period. The rest of us are at the mercy of T-Mobile's terms, which allow 14 days.
But then, we non-Californians don't have to worry as much about earthquakes, wildfires, mudslides, plagues of 30-ft grasshoppers or sharing a cell with Lindsay Lohan.
jayzusfk said:
Depends entirely on what state you're in and whether or not you got a discount.
-If you're in California or bought the phone at full price with an existing number, it's 30 days.
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Interesting. I visited a T-Mobile store (not in California) two days ago to ask about that specific situation -- buying the phone at full price for an existing number. The salesman was adamant that I would get only a 14-day grace period.
I decided that stingy guarantee was not worth the premium of buying from T-Mobile instead of eBay.
boomerbubba said:
Do you live in California, by any chance? ... ... we non-Californians don't have to worry as much about earthquakes, wildfires, mudslides, plagues of 30-ft grasshoppers or sharing a cell with Lindsay Lohan.
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Those grasshoppers make for good grillin' and while I was in County, Lindsay brushed my hair, taught me how to make a shiv, and cooked my crack almost every night. California really isn't that bad.
Blueman101 said:
whats wrong?
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Computer froze and restarted midway through odin. Phone is a paperweight now. I will try tmobile store and see what luck I get. Sometimes ya get lucky. If not do I call up samsung mobile line, or just ask tmobile what they think I should do.
boomerbubba said:
Interesting. I visited a T-Mobile store (not in California) two days ago to ask about that specific situation -- buying the phone at full price for an existing number. The salesman was adamant that I would get only a 14-day grace period.
I decided that stingy guarantee was not worth the premium of buying from T-Mobile instead of eBay.
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Hmm. Just for fun, I looked up the written policy that accompanied my Vibrant. It says in relevant part:
CANCELLATION AND RETURN POLICY
Last Revised 07/18/10
...
Device Refunds or Exhanges. To receive a refund or exchange a Device (except for Devices purchased with Service activation on a contract term of more than one month), you must return or exchange the Device within 30 days of purchase. For Devices purchased or received with Service activation on a contract term of more than one month, you must return or exchange the Device within 14 days of purchase or receipt.
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So it seems that jayzusfk was right and my T-Mobile salesman was wrong about the terms governing a phone purchased at full price without a new contract. The return period is 30 days.
This is why lawyers write this stuff down, and why phone salesmen are, well, phone salesmen. In this case, it may have cost this guy a sale.
What state is that from? Cause if Illinois is like that then HOT DAMN imma go get me a new one!!
mesajoejoe said:
What state is that from? Cause if Illinois is like that then HOT DAMN imma go get me a new one!!
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Is that a question to me? I'm in Texas, but I see nothing specific about that in the terms and conditions.
If in doubt, look up your own paperwork that accompanied your new phone. The warranty and return policies are printed in a small white booklet. You're on your own as far as making the "I bricked my own phone so you owe me a new one" argument goes.
boomerbubba said:
Interesting. I visited a T-Mobile store (not in California) two days ago to ask about that specific situation -- buying the phone at full price for an existing number. The salesman was adamant that I would get only a 14-day grace period.
I decided that stingy guarantee was not worth the premium of buying from T-Mobile instead of eBay.
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That's incorrect, unfortunately. You would have a 30-day timeframe. Most likely the rep was either absent-minded or misunderstood the circumstances.
Honestly OP, you would PROBABLY get away with either an in-store or warranty exchange even though you screwed it up yourself. Might wanna leave out the part about using ODIN to modify your phone.
jayzusfk said:
That's incorrect, unfortunately. You would have a 30-day timeframe. Most likely the rep was either absent-minded or misunderstood the circumstances.
Honestly OP, you would PROBABLY get away with either an in-store or warranty exchange even though you screwed it up yourself. Might wanna leave out the part about using ODIN to modify your phone.
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Yeah I concur : D
In ny they actually give you 20 days now. Spoke to a rep a couple days ago when I added a new line.
Sent from my Samsung Vibrant
RIP my beloved rooted G1
Went in told him I needed a exchange. He went through the normal procedure, got about 75% done then pointed to the date on my original purchase paper and was about to give me the shaft, I cut him off and said dont I have 30 days. He paused... said OH you bought it in full then proceeded to complete it. So DO not be afraid to go in and ask for your exchange you have 30 DAYS.
XfooYen said:
Those grasshoppers make for good grillin' and while I was in County, Lindsay brushed my hair, taught me how to make a shiv, and cooked my crack almost every night. California really isn't that bad.
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Just want to take a moment and thank you for this helpful post
Californians get 30 day buyer's remorse period. 14 for everyone else.
If you were one who bought the device at Costco for $99, (like myself), you have an extended period of trade/return of 90 days for the device. The Service Contract of 30 days stays the same, you only get the extension on the phone.
If anything is wrong with the phone, you'll need to go back to Costco to get it exchanged. T-Mobile will not change out your phone if you bought it from Costco.
I got mine on the 15th and called 611 today about GPS and network issues, they suggested I go to a store and have them replace the SIM card, which they did, no help, so they are sending me a NEW unit (I specifically asked and she said "unfortunately we don't have any refurbs in" and I was like "well for me that's fortunate for me") express shipping at no charge, I have 7 days after it comes to send my old one back, shipping already paid.
Say what you want about T-Mobile but their customer service is second to none.
Related
I bought a T-Mobile version 10 days ago because I couldn't wait, and just planed on buying an AT&T version when they came out.
The AT&T version came out 6 days later, so I was in my refund period. I have read posts about warranty and all, but I returned my phone after I unlocked the bootloader, etc and I still received my full refund from HTC.
I just put the shipped images back on it and sent it in.
Refund was a day later. Never heard anything regarding breaking the warranty, etc.. Maybe the warranty does not apply to the 14-day return period? There was nothing in the return policy explicitly stating the warranty could not be broken for return, so that was my rebuttal if they tried to deny me, but I did not even have to fight.
Point of the story being they may not even look close enough to see if bootloaders are unlocked before performing warranty work.
If they are like my company, we just unbox stuff, and immediately flash with engineering loads without even looking for issues (unless cosmetic of course)..
Just thought I would share.
-G
Thanks, I was slightly worried about that. Good to know.
ghost_o said:
I bought a T-Mobile version 10 days ago because I couldn't wait, and just planed on buying an AT&T version when they came out.
The AT&T version came out 6 days later, so I was in my refund period. I have read posts about warranty and all, but I returned my phone after I unlocked the bootloader, etc and I still received my full refund from HTC.
I just put the shipped images back on it and sent it in.
Refund was a day later. Never heard anything regarding breaking the warranty, etc.. Maybe the warranty does not apply to the 14-day return period? There was nothing in the return policy explicitly stating the warranty could not be broken for return, so that was my rebuttal if they tried to deny me, but I did not even have to fight.
Point of the story being they may not even look close enough to see if bootloaders are unlocked before performing warranty work.
If they are like my company, we just unbox stuff, and immediately flash with engineering loads without even looking for issues (unless cosmetic of course)..
Just thought I would share.
-G
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glad that worked out for you...some of us have gone through a lot of trouble regarding warranty (myself included).
does your 14 day return period renew with the new phone since its a full refund and a new purchase technically? I would wait after the 14 day period before unlocking the bootloader...check for dead pixels & dust under the screen before doing so.
lazaro17 said:
glad that worked out for you...some of us have gone through a lot of trouble regarding warranty (myself included).
does your 14 day return period renew with the new phone since its a full refund and a new purchase technically? I would wait after the 14 day period before unlocking the bootloader...check for dead pixels & dust under the screen before doing so.
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Yes, It was a return, and new purchase basically. They have some people with quick fuses in customer service. I asked if I could just replace it, and they replied, no - we do not offer "SWAPS". (just like that)
Yeah, I will wait this time after reading about the dead pixels. I unboxed my 1st one and re-flashed it before I even made a call on it last time.. Too used to the iphones I guess..
ghost_o said:
Yes, It was a return, and new purchase basically. They have some people with quick fuses in customer service. I asked if I could just replace it, and they replied, no - we do not offer "SWAPS". (just like that)
Yeah, I will wait this time after reading about the dead pixels. I unboxed my 1st one and re-flashed it before I even made a call on it last time.. Too used to the iphones I guess..
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Yes HTC customer service (phone reps) aren't very good or friendly. Someone pointed on another thread that it may just be 3rd party call center that is contracted by HTC to handle customer calls. Wouldn't surprise me.
From the time you shipped your phone, how long was it until they refunded all of your money?
x986123 said:
From the time you shipped your phone, how long was it until they refunded all of your money?
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They paid for FedEx return shipping - I shipped it wednesday, and the money is in my account today. 1 day turnaround from them after they receive it basically.
I'm a US TMO customer and I bought my HD2 on the first day it came out which was March 24th. I live in California and I have a 30 day exchange policy.
Unfortunately the there's a dead pixel on the screen and I would like to exchange for a new one. But due to the high demand, there's no hd2 available in store anywhere close to where I live. I put my name on the waiting list, but there's way too many people in front of me so pretty much I won't be able to do the exchange within the 30 days.
I think the only way I can do is to return it. Do you guys have any suggestions what I can do in this case?
Thanks.
Well given that is is their stock levels which are messed up, and that you have gone back withing 30 days, they shoudln't penalise you for it. Tell them that you have come to return it within 30 days, tell them to sign a peice of paper with the mangers signature or something stating you did and that you can return your phone when stock comes in. Or just come to some agreement with them!
Or you could return it and then purchase the phone again lol
Just came back from the t-mobile by my house here in Las Vegas and they had four on hand but couldn't sell me one cause I wasn't on thier list.
the_cool said:
Well given that is is their stock levels which are messed up, and that you have gone back withing 30 days, they shoudln't penalise you for it. Tell them that you have come to return it within 30 days, tell them to sign a peice of paper with the mangers signature or something stating you did and that you can return your phone when stock comes in. Or just come to some agreement with them!
Or you could return it and then purchase the phone again lol
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thanks for the suggestions.
I returned my T-Mobile HD2 just two days ago, but the concerning thing was the rep at the Radio Shack informed me that I will not be able to sign up for T-Mobile again...
He was frustrated he was taking a return so I do hope he meant I cannot return for a period of time... I wouldn't mind T-Mo if they upgraded their 3g where I'm at.
But if you do decide to return it, check with them if you can come back at a later date and purchase the phone.
I had to return my first hd2 that I got on release day due to the data connection bug. I called before my 14 days were up and let them know I'd like to turn it in for a new one but couldnt because they didn't have the stock. The manager let me know that when they had more, I could come in and exchange even though I was a couple weeks after my trial period. Call them.
I'm in the same boat, I have 30 days and I want to return mine but my store said I have to wait. I'm like WTF?!
Raadius said:
I'm in the same boat, I have 30 days and I want to return mine but my store said I have to wait. I'm like WTF?!
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I'm going to my local store tomorrow and ask them how this is gonna work. It's not my fault that the phone is defective and they cannot keep up with inventory. I will update you to tell you how it goes.
coming from a palm pro-....this new phone is my dream device.
but first of all this has been a total headache for me. i purchased the phone on june 4th on the sprint website. i received the phone couple days later. i noticed the back light was shining under the "home" screen and decided i would get a replacement one. i did the 100 dollar MIR thing(which is still being processed) so i had to go trough orders support and they said i had to take the phone to a sprint corporate location so they can verify that it was defective and make a note on my account. they noted the fact that it was a cosmetic issue and a replacement would be granted. when i called orders support so that the exchange process can be made they gave me a curve ball. they said that for them to ship out a new phone they would have to charge me another 299 which i would get back once i send out the defective one and they receive the defective one. if i do not send the old one or they do not receive it i would be charged 200. the worst part is that since my MIR is still being processed it would be denied and and i would loose the first 100 from the MIR she did say that the "new" device would come with a new updated MIR so that i could get the second MIR from the 299 i would have to pay upfront for the replacement(which is supposedly going to be credited).....i think this is too troublesome for me as much as i want to keep this phone. i want to return it. but i want to keep it if i can live with the backlight shining trough. she noted that i would call back within my 30 day for an exchange.(indecisive if i will)
have any of you guys who purchased the phone trough sprint dot com have to go trough this? or is this something new. they also told me i could walk into a corporate location and ask for a replacement if they have it in stock-and could possibly and most likely be a refurbished one. (i might go this route)
sorry for the super long post...but any feed back would be appreciated.
Personally that seems like complete BS on Sprint's part. I've never had to put a "deposit" down on a replacement. They should send you a replacement and then you have something like 10 days to return the other one or they charge your account.
If this really is how "orders support" works then I would recommend that you either wait until the MIR has processed and then do the switch, or walk into a local Sprint store and play dumb and see it they will order the replacement for you.
It really depends on how much credit you have with them.
Sent from my EVO using Tapatalk
thanks for the reply ramiss,
i dont think the playing dumb part will work. i dont look at part. also im sure when they pull up my account they will see all the notes posted up on their screen.
as much as i want to wait on that mail in rebate to process.....the rep said it will most likely process past the 30 day limit and i will not be able to claim a-replacement.(what i dont understand is how they can process a claim by charging me ahead of receiving the phone if its not even instock) i would have to play the waiting game untill they get a shipment wich she said would be in 2weeks (past the 30 day)
which to that she replied with-
"but sir because your processing your claim now, you can be sure that you will receive your replacement and then your 299 will be returned to you as soon as you send back the defective device"
then i gave her my rebuttal of " so you want me to send you out the defective device before i even receive my "on back order" device?" -then she stayed quiet and i changed the conversation letting her get herself back into the "lets play a game of who can sell more BS to who"
donatom3 said:
It really depends on how much credit you have with them.
Sent from my EVO using Tapatalk
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i dont owe them anything if that your reffering too. actually i have a credit of 60 dollars that they still owe me(they will use it for my first months bill cycle under this new plan) that credit is for paying the ten dollar premium web access when i had my prior device and never logging on to the web for 6 months
I am pretty sure the 30 Day limit is only for returning the phone or swapping it for a different phone. The manufacturers warranty on every electronic device in the US is 1 year and Sprint should honor replacing defective units way past 30 days.
ramiss said:
I am pretty sure the 30 Day limit is only for returning the phone or swapping it for a different phone. The manufacturers warranty on every electronic device in the US is 1 year and Sprint should honor replacing defective units way past 30 days.
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im way ahead of you. thanks for pointing that out. because i didnt tell the reps that even if i do have TEP im not going to claim the defect under my insurance....id definatly claim under the one year manufacturers warranty.
hey ramiss, lets say i decide to keep the phone as is, and in lets say 6 to 8 months down the road my screen begins to separate from the base. would u say i could claim it under the manufacturers warranty-but is there a deductible for claiming that instead of TEP?
donatom3 said:
It really depends on how much credit you have with them.
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If you are a brand new customer then this may be an understandable policy, but I still don't see how Sprint couldn't send the unit to a store and have you swap them without worrying about who has too many phones at one time.
evoxsin said:
lets say i decide to keep the phone as is, and in lets say 6 to 8 months down the road my screen begins to separate from the base. would u say i could claim it under the manufacturers warranty-but is there a deductible for claiming that instead of TEP?
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There is always grey area as to what caused the issue but if it is a known manufacturing flaw, like the screen separation issue, then it is covered under the manufacterers warranty and you do not need, and should not use, your TEP.
Edit: There is no deductible for manufacturers warranty.
I should point out that my information comes from my experiences with Verizon. I have been a customer of Sprint for only 9 months now but their policies should not be different.
ramiss said:
There is always grey area as to what caused the issue but if it is a known manufacturing flaw, like the screen separation issue, then it is covered under the manufacterers warranty and you do not need, and should not use, your TEP.
Edit: There is no deductible for manufacturers warranty.
I should point out that my information comes from my experiences with Verizon. I have been a customer of Sprint for only 9 months now but their policies should not be different.
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ya im pretty sure your right though. im with sprint for 4years and have their premier plans "sero" and also have discounts added to my account and credits from years ago. and i still take advantage of any possible way i can. as i said before after finding out that on sprint dot com they advertised the same plan i had for ten dollars less, i called them and they credited my account with 6 months credit. but after i got the evo the price went back up to what i was originally paying with the extra ten dollars a month fee. which in reality didnt matter to me since i was already paying that and got credited some months back and i browse the internet like an addict on the device.
back to topic-i plan to walk into the corporate store and see if they can swap my phone there. "with the possibility of it being a refurb being above 80 percent" or just wait till the MIR is accepted and sent out to me. then wait half a year and claim under manufactures warranty. (this sounds like the most logical way to do this) but im still considering calling member services and asking them if they could ship out the replacement to a store that i could pick up from.
After waiting for a whole damn hour in line to get a phone serviced
They said they will not service any phone without an invoice
Also Samsung has officially extended the warranty from 15/30 days to 60 days
So any phone that dies within those 60 days it'll basically be replaced, but for that to happen you will need an invoice.
They said they are NOT honouring the eBay purchases, so anyone who purchased through eBay... good luck.
oh, also the phone must be LOCKED, if it's UnLocked they will also not service it.
Any phone after the 61 days will be serviced regardless of where it was purchased, but... for that you will need an invoice, $45 submission fee, and whatever it cost for the repair when you pick it up.
I sure hope I get a new handset - I'll note the IMEI/production date # when I get my replacement back in a few weeks.
i'm pretty sure you will, most Bell stores and resellers are in back order due the low stock of the phone
mainly because of all the repairs and exchanges needed
AllGamer said:
...So any phone that dies within those 60 days it'll basically be replaced, but for that to happen you will need an invoice...
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What issue is this? Are you referring to the issue people are having with the phone turning off on it's own. Or do you mean the phone completely dies and your not able to turn it back on at all?
it's for any type of service you want to do with the phone
AllGamer said:
it's for any type of service you want to do with the phone
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? What did you do with your phone? Mine's just fine. I'm confused and did I did not read much on here since the last few days.
my phone is fine, i was just doing a favour to the guys in USA having trouble with getting the phone serviced by Bell "because you don't have an account with us, we have no way to charge you"
*crosses fingers* Hopefully mine won't wig out.
It's my phone. Luckily the original owner still has the invoice so we should be able to get it repaired unless Bell comes out with another excuse.
Guess I better put those how to re-lock instructions somewhere safe...
Yeah, kinda jumped the gun buying itslick off ebay, make sure you print out the ebay invoice for records.
You can still get it serviced after the 60 days period
garyHal said:
*crosses fingers* Hopefully mine won't wig out.
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Sent from my GT-I9000M using XDA App
I bought mine at Best Buy. They WON'T honour it AT ALL! So they send me to a Bell store. The Bell store sends me back to BB. BB sends me back to Bell... this happens 4 more times in each store, which ends up with me really pissed off cause I have a receipt for the phone that I bought out right from BB. BB totally refuses to exchange my phone, and says you have to go to the manufacturer now, so the tech at the bell store said since I didn't buy the phone from a "Bell store" they can't replace it and they can only send it out for repair. EVEN THOUGH its been way LESS than 30 days. (18 to be exact) So, I had no other choice but to send it out to be repaired. Its been 2 weeks, and still "out for repair". They tell me to check back next week. I can't believe I couldn't even get an exchange since my phone definitely qualifies under Samsung's DOA (30 days) policy, and the bell tech even admitted it too. Who cares where I bought it from! I have a Best Buy recepit, and OBVIOUSLY BB gets their stock from BELL!
So the 60 day period for exchange is ONLY if you bought it from a BELL store. >.<
YG007 said:
I bought mine at Best Buy. They WON'T honour it AT ALL! So they send me to a Bell store. The Bell store sends me back to BB. BB sends me back to Bell... this happens 4 more times in each store, which ends up with me really pissed off cause I have a receipt for the phone that I bought out right from BB. BB totally refuses to exchange my phone, and says you have to go to the manufacturer now, so the tech at the bell store said since I didn't buy the phone from a "Bell store" they can't replace it and they can only send it out for repair. EVEN THOUGH its been way LESS than 30 days. (18 to be exact) So, I had no other choice but to send it out to be repaired. Its been 2 weeks, and still "out for repair". They tell me to check back next week. I can't believe I couldn't even get an exchange since my phone definitely qualifies under Samsung's DOA (30 days) policy, and the bell tech even admitted it too. Who cares where I bought it from! I have a Best Buy recepit, and OBVIOUSLY BB gets their stock from BELL!
So the 60 day period for exchange is ONLY if you bought it from a BELL store. >.<
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Is this standard operating procedure across the board for Canadian carriers? If so it is a total night and day difference from us in the States where the point of sale is responsible for 30 days, Carrier for the next 11 months, and the manufacturer stays out of it.
The only manufacturer I have ever had honor a warranty directly was HTC and that was after hours of arm wringing over the phone.
Brutal! The damn thing is locked to Bell's network, Best Buy is an authorized seller of Bell phones and plans. I got mine from Best Buy on launch day for the 99 buck sale with $75 gift card. The next day I went to a Bell store to swap numbers with my other phone and got the phone insurance while I waited. They have to give me a new phone even if I smash it on the counter right in front of them. Covers wear and tear also.
Sent from my GT-I9000M using XDA App
HTC and Palm were very straight forward if you purchased the phone unlocked from factory, they will not hesitate to give you a RMA number to send the phone back for repairs
Bell has always been a biatch to deal with, in ANYTHING.
Samsung has their hands tied due their Exclusive Deal with Bell, so... until that exclusive deals expires, Samsung wont be able to help you directly.
by late October when Rogers releases the Galaxy S (AT&T model) things should have settled down by then, and it should be a better experience dealing with Samsungs own Customer Service rather than Bell's well known nightmare CS, same crap from Rogers CS, that's why i switched to Fido, they are only CS that are more human
May i know what u mean about lock and unlock for hanfphone
Sent from my GT-I9000 using XDA App
AllGamer said:
that's why i switched to Fido, they are only CS that are more human
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But isn't Fido owned by Rogers? Odd that they run them independently with different policies like that.
SIM lock / unlock
originally this model i9000m was locked to Bell, no body else was supposed to use it outside of Bell
so if you send it your phone for service, other than Flash related problem, they will know your phone was unlocked
if the flashed is screwed up, they can't check it at all, and that will pass
but if the phone is bootable, and they can get into the OS, then they'll know if it was SIM unlocked or not
like if you are sending the phone for service because of a screen problem, or speaker problem, or some other thing that does not involved a dead phone
so either kill it good before you send it in, or wipe all traces of evidence
decepticon said:
But isn't Fido owned by Rogers? Odd that they run them independently with different policies like that.
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yeah, thanks goodness they are run separately
it's because they are expecting to sell it back out at some point
AllGamer said:
yeah, thanks goodness they are run separately
it's because they are expecting to sell it back out at some point
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Click to collapse
Next trip to Canada I am getting a Fido prepaid account then to support a decent company. Usually I just get a Rogers SIM if my prepaid account is inactive (Rogers keeps them active for 2-3 years without adding funds.)
Alright guys, I thought I'd share my my experience with Motorola's repair department. The reasons I sent my phone in were because the screen had some areas that had backlight bleeding and the MicroSD card reader didn't work.
When I first called, I was told by AT&T and Motorola customer representatives that once the phone was received by them, it would be shipped back out in two business days. Alright I happily agreed to that and opened an RMA because I needed my phone back as soon as possible. So it was opened and I sent my phone in.
The device was then received on the 4th.
I called in on the 7th to ask if it was shipped, and they said it would actually take 15 business days to ship! I was like what?! I was told two days by the other two representatives. I was then told to call back on a weekday as the repair department was closed.
I called again on the tenth to see the status of the repair and they said it should be shipped 5-7 business days from when the device was received. But I still couldn't talk to the repair department because I had called after they had closed.
I called in the next day, and they said that it would be shipped on the twelth, which was the day after.
I then called in on the 12th to make sure it was shipped, the representative said that the device should have shipped but the online repair status just hadn't updated yet and it should be updated by tonight.
I check today to see if the status has been updated, and guess what, no change, all it says is device received. So I call to make sure the device has shipped. Now I talk to a representative that says that it will actually be shipped on the 16th and he has no idea why the other three representatives said it would be shipped on the 12th. I ask to speak to a supervisor and I get transferred. I asked her why I've been given tons of different (and seemingly wrong) information by different representatives and what is really happening. I tell them that this is getting ridiculous and I have had to reschedule two train tickets and I've lost over $90 dollars because of false information I have received. The supervisor literally is speechless, all she says is please call back Monday.
What I'm wondering is that has anyone else had this kind of experience with Motorola? Or is it just bad luck on my end. And if this continues, is there anything I can do.
Wow that sounds pretty bad. How come you didn't just take the phone in to an AT&T store? My previous Atrix had a dead spot on the touchscreen so I took it back to the AT&T store. They looked at it and called an AT&T repair center so I can pick up a new Atrix that very same day. Sorry to hear about your situation, hope it gets sorted soon.
Sent from my MB860 using XDA App
I forgot to mention I actually did go to an AT&T store. They were the ones that suggested calling AT&T and Motorola and the first ones to say that it would be shipped out two days after it was received. I had the option of going to an AT&T repair center but the closest one was an hour away so I decided to do it by sending it in.
I know AT&T used to offer warranty swaps by overnight shipment, which ususally meant getting an advanced exchange in one or two days. This was on HTC TP2s and similar phones but I think they still offer the same service if you complain about going to an exchange center.
I had the same problem with AT&T when I was on the Inspire...I pitched a big enough fit and had the retention people upgrade me to the Atrix. Best thing I can tell ya to do from my own experience would be to call the main customer care number and raise hell about the time and money you have lost...Have them.credit your account for the service and such ...it's not much but it does help a little bit.
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Bob Simons said:
I know AT&T used to offer warranty swaps by overnight shipment, which ususally meant getting an advanced exchange in one or two days. This was on HTC TP2s and similar phones but I think they still offer the same service if you complain about going to an exchange center.
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Oh dam, I wish I had known about that earlier.
Diesel984 said:
I had the same problem with AT&T when I was on the Inspire...I pitched a big enough fit and had the retention people upgrade me to the Atrix. Best thing I can tell ya to do from my own experience would be to call the main customer care number and raise hell about the time and money you have lost...Have them.credit your account for the service and such ...it's not much but it does help a little bit.
Sent from my MB860 using XDA App
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Hm... I'm gonna give that a try, thanks.
I've had devices swapped out, and all I did was call the main AT& T tech support number. This was on several Captivates and once on my wife's Inspire, although we found out after the Inspire didn't need it (unknown sources update problems).
In all cases I was offered an overnight shipping option at a small fee. I opted out, and in all cases my replacement was here within 3 days. Swap info, send old one back, done.
Sent from my MB860 using Tapatalk
I'm really sorry to hear you had such a bad experience. I actually had a similar problem with my phone regarding the screen burn image and went to the device support center. They were out of stock for a replacement Atrix but the associate placed an order for an overnight shipment. I was in possession of two phones at one time and had to agree to ship the defective one out within 14 days before facing a charge of $399. Anyway, I really appreciated the fact that I was never without a phone and the phone came in the next day and I shipped out my defective unit the day after.
They probably need to retrain the customer support reps to know the proper course of action for certain situations such as out of stock or too far of a location so that you are offered overnight shipping of a replacement.
One more question for the OP: were you expecting to get your same unit back? You said it was sent in for repair service so I'm wondering why you agreed to that instead of just swapping it out since you are still covered under the 1 year warranty.
ZyanyaMJ said:
I'm really sorry to hear you had such a bad experience. I actually had a similar problem with my phone regarding the screen burn image and went to the device support center. They were out of stock for a replacement Atrix but the associate placed an order for an overnight shipment. I was in possession of two phones at one time and had to agree to ship the defective one out within 14 days before facing a charge of $399. Anyway, I really appreciated the fact that I was never without a phone and the phone came in the next day and I shipped out my defective unit the day after.
They probably need to retrain the customer support reps to know the proper course of action for certain situations such as out of stock or too far of a location so that you are offered overnight shipping of a replacement.
One more question for the OP: were you expecting to get your same unit back? You said it was sent in for repair service so I'm wondering why you agreed to that instead of just swapping it out since you are still covered under the 1 year warranty.
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Sending it in for repair was my only option. They told me if I went to the place an hour away I would have to drop my unit off and pick it up two days later.
EDIT: So I thought that it would be easier to just send it in instead of having to drive that far.
dreadlord369 said:
Sending it in for repair was my only option. They told me if I went to the place an hour away I would have to drop my unit off and pick it up two days later.
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Wow. So even at the physical place that was an hour away, they couldn't just swap it out? That is so strange. We are talking about an official AT&T Device Support Center, right?
ZyanyaMJ said:
Wow. So even at the physical place that was an hour away, they couldn't just swap it out? That is so strange. We are talking about an official AT&T Device Support Center, right?
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Yep, at least thats what the guy at the store told me.
So what are they currently doing to assist you? Are you just forced to be without a phone? I would seriously place a complaint with the BBB and with AT&T customer service. Not sure if it will help much but just to document the case at least.
ZyanyaMJ said:
So what are they currently doing to assist you? Are you just forced to be without a phone? I would seriously place a complaint with the BBB and with AT&T customer service. Not sure if it will help much but just to document the case at least.
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That was actually something I was thinking about doing. Also I did go to the BBB site but Motorola wasn't on the list, should I put it down with AT&T?
EDIT: Oh and nothing to assist me, AT&T and Motorola said I should be able to get a temporary phone while this repair was going on but I was completely denied.
ZyanyaMJ said:
So what are they currently doing to assist you? Are you just forced to be without a phone? I would seriously place a complaint with the BBB and with AT&T customer service. Not sure if it will help much but just to document the case at least.
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Alright I just called AT&T and they actually gave me a 65 dollar credit, which is half of my bill. THANK YOU very much for that bit of advice. Also They also said that I should call back tomorrow when the warranty center is open and they should be able to help escalate this issue further. As for the BBB complaint, if AT&T helps me out even further then I'll let it go but otherwise I'll file a complaint.
I sent my atrix to motorola also for repair got it back in 3 days unrepaired so i called them and said the water mark is still white she when on to say it could be caused by humidity i freaked and said so all the atrixs that are in texas right now are going to be void because texas has had triple digit reading for well over a month she was dumb founded and said let me escalate this higher sent me an overnight label and they have now had it for 9 days so who knows if it gets fixed this time they have the worst rating in customer service and repair...This will be my last Motorola phone
Sorry for your bad luck. Generally moto makes good hardware. All companies have lemons. What is sad is moto falls under the list of companies with general bad repair service. The only company i know of that has pretty good service overall is htc, but that might change since they're going to be more strict on warranty because of bootloaders.
I voided my warranty.
Well I got my phone back, just a heads up, like I said in the OP, they said it would be shipped on the 16th, however when I called in then, they said it would not be shipped that week at all because they had NO atrix's at all, new or refurb, and they were waiting on parts. I then filed a complaint with the BBB and informed motorola of the complaint. Guess what within an hour I got a second call saying the phone had shipped (this was at 8PM) and tomorrow morning a new phone was sitting on my doorstep. So if you guys are having major issues like me, just file a complaint with the BBB and motorola should comply.
dreadlord369 said:
Well I got my phone back, just a heads up, like I said in the OP, they said it would be shipped on the 16th, however when I called in then, they said it would not be shipped that week at all because they had NO atrix's at all, new or refurb, and they were waiting on parts. I then filed a complaint with the BBB and informed motorola of the complaint. Guess what within an hour I got a second call saying the phone had shipped (this was at 8PM) and tomorrow morning a new phone was sitting on my doorstep. So if you guys are having major issues like me, just file a complaint with the BBB and motorola should comply.
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Ok thanks for the heads up if nothing happens by tomarrow thats just what i will do
Well... I just found another issue.... No computer is able to recognize the phone. I've tried three different computers and I've tried installing the proper drivers and still, all I get is the "USB Device Not Recognized" error on all three. Time to call them back...
probably is driver. reboot phone and computer.