The instructions for returning the old phone for a Jump! upgrade (this is not JoD, but Jump version 1) say to package the phone in the bubble package that was provided, but I can't find any. There was the loose plasticy envelope that the phone came in that was bubble-ish, but it was sealed with a strong adhesive and essentially destroyed in the process of removing the box from the package so I don't believe they are referring to that. I've seen the small bubble wrap containers for returning phones when I've done warranty replacements before and I'm guessing that is what they are referring to, but I didn't see one when I opened the package.
Anyone else get the bubble return pouch with their Jump! order?
I just took mine in to tmobile and they took care of it. Yes, it was JoD but I bet they can do it for the other jump programs.
flarbear said:
The instructions for returning the old phone for a Jump! upgrade (this is not JoD, but Jump version 1) say to package the phone in the bubble package that was provided, but I can't find any. There was the loose plasticy envelope that the phone came in that was bubble-ish, but it was sealed with a strong adhesive and essentially destroyed in the process of removing the box from the package so I don't believe they are referring to that. I've seen the small bubble wrap containers for returning phones when I've done warranty replacements before and I'm guessing that is what they are referring to, but I didn't see one when I opened the package.
Anyone else get the bubble return pouch with their Jump! order?
Click to expand...
Click to collapse
I got a second envelope in the first one that came. I always wait until last minute to return my devices, though, just in case I get buyers remorse lol.
flarbear said:
The instructions for returning the old phone for a Jump! upgrade (this is not JoD, but Jump version 1) say to package the phone in the bubble package that was provided, but I can't find any. There was the loose plasticy envelope that the phone came in that was bubble-ish, but it was sealed with a strong adhesive and essentially destroyed in the process of removing the box from the package so I don't believe they are referring to that. I've seen the small bubble wrap containers for returning phones when I've done warranty replacements before and I'm guessing that is what they are referring to, but I didn't see one when I opened the package.
Anyone else get the bubble return pouch with their Jump! order?
Click to expand...
Click to collapse
Same happened to me
jkeith1 said:
I just took mine in to tmobile and they took care of it. Yes, it was JoD but I bet they can do it for the other jump programs.
Click to expand...
Click to collapse
Unfortunately not. That is one of the differences between the programs.
JoD - return in store whether you get it online or in a store. All returns must be done in a store, no mail in option available.
Jump v1 - return in store only if you trigger the Jump in store - return via mail if you triggered it online
Jump v2 - I don't know how that works, but likely same as Jump v1
For the record, I had an issue with my return last time so I sent an email to Legere (as suggested by the CS agent) with a lot of suggestions about the process, including that they should allow the returns in the store. Someone (claiming to be) from his office called back within a couple of days, made it all right, and then we chatted about the process and he agreed that it wasn't ideal and said that they were looking at store returns. I'm guessing that the design of JoD took feedback like that into account, but unfortunately it looks like they left the old Jump v1 customers still on the old system of return via mail...
I've read that if you go to a t-mobile store,they give you the wrap to send the phone back,my phone is coming Tuesday or Wednesday, then I'll go to the store and see what happens, I really dislike the idea of sending the phone back using USPS,but apparently I have no choice.
I am also on the Original v1 Jump program and got the bubble wrap envelope to send it back. It is exactly like the one the new phone came in that has the battery warning message on it and so on. So yes you should have got one so hopefully the store will give you one if they won't take your return.
flarbear said:
Unfortunately not. That is one of the differences between the programs.
JoD - return in store whether you get it online or in a store. All returns must be done in a store, no mail in option available.
Jump v1 - return in store only if you trigger the Jump in store - return via mail if you triggered it online
Jump v2 - I don't know how that works, but likely same as Jump v1
For the record, I had an issue with my return last time so I sent an email to Legere (as suggested by the CS agent) with a lot of suggestions about the process, including that they should allow the returns in the store. Someone (claiming to be) from his office called back within a couple of days, made it all right, and then we chatted about the process and he agreed that it wasn't ideal and said that they were looking at store returns. I'm guessing that the design of JoD took feedback like that into account, but unfortunately it looks like they left the old Jump v1 customers still on the old system of return via mail...
Click to expand...
Click to collapse
I'm on JOD and went to the store today to return my Note 5...they said I had to mail it
What happens if I don't mail it ?
pantmunu said:
What happens if I don't mail it ?
Click to expand...
Click to collapse
You will continue to owe the balance on it and be billed for it as well.
chipworkz said:
You will continue to owe the balance on it and be billed for it as well.
Click to expand...
Click to collapse
Ahh I see. Thank u.
v2.2v said:
I'm on JOD and went to the store today to return my Note 5...they said I had to mail it
Click to expand...
Click to collapse
I'm going to have a hard time sending back my Note5. Although it's been a short time, I do love this phone. *sniffle*
I talked to a rep and she said just drop it off at a T-Mobile store. I'll call back and ask them to note my account so when I go into to do it I can say look at my account if they say no. I guess it could be just corporate stores which I have none where I live so I'll have to ask. I think it takes a little time for the warehouse to check your returned phone in compared to returning it to the store but could be the same time. I just prefer to return it at the store.
JoD here . Already did return to tmobile store.
I called customer care as I did a JOD. They told me to take it to a TMobile store as I didn't get anything to send my v10 back. The store termed my v10 jod and sent it back for me.
Sent from my SM-G935T using Tapatalk
I wonder if I can use the same bubble wrap that I got my s7 edge with to send back my Note 4. I might either call T-Mobile or call a local corporate and see if I can return there. Time is running out, it will be 1 week this Monday since I've had my S7 Edge.
flarbear said:
Unfortunately not. That is one of the differences between the programs.
JoD - return in store whether you get it online or in a store. All returns must be done in a store, no mail in option available.
Jump v1 - return in store only if you trigger the Jump in store - return via mail if you triggered it online
Jump v2 - I don't know how that works, but likely same as Jump v1
For the record, I had an issue with my return last time so I sent an email to Legere (as suggested by the CS agent) with a lot of suggestions about the process, including that they should allow the returns in the store. Someone (claiming to be) from his office called back within a couple of days, made it all right, and then we chatted about the process and he agreed that it wasn't ideal and said that they were looking at store returns. I'm guessing that the design of JoD took feedback like that into account, but unfortunately it looks like they left the old Jump v1 customers still on the old system of return via mail...
Click to expand...
Click to collapse
You called John Legere and some one from his office called you back? Lolol no way man.
Sent from my SM-G935T using Tapatalk
v2.2v said:
I'm on JOD and went to the store today to return my Note 5...they said I had to mail it
Click to expand...
Click to collapse
Odd. I was going by what I read on this page:
https://newsroom.t-mobile.com/news/...g-your-phone-with-jump-and-jump-on-demand.htm
In particular:
If you already have a phone with JUMP! On Demand, once you receive your new phone, just be sure to come to a T-Mobile store to turn in your previous phone. Otherwise, you’ll have two phone payments until you return the previous phone. JUMP! On Demand returns can only be done in a T-Mobile store.
Click to expand...
Click to collapse
Also, later:
Q: Do I have to go into my local T-Mobile store to trade-in my current device and upgrade with JUMP! On Demand?
All customers need to bring their current device into their local T-Mobile store for a three-point check-up and to trade-in. This is different than how it worked with JUMP!
Click to expand...
Click to collapse
The rest of the page has a lot of information targeted to iphone 6s upgraders so it could be out of date or it could have been specific to iPhone. On the other hand, most of the other documents that talk about JoD talk about bringing your phone to a retail store for a 3 point inspection and to return it so I believed that to be the only process.
I have no other authoritative input on how the process works, I was just going on reading a couple of documents on the T-Mobile site...
jdidtht said:
You called John Legere and some one from his office called you back? Lolol no way man.
Sent from my SM-G935T using Tapatalk
Click to expand...
Click to collapse
I was pretty specific there. I *emailed* Legere and someone "claiming to be" from his office called me back. Both the person who called me back and the CS agent that suggested it to me swore up and down that he reads his emails himself and the person who called back said that Legere had just been in his office and told him to make things right. I would 100% believe that his email really just reaches a special escalation department and that they are told to claim that Legere himself sees them all to make the customer feel better, and I gave them every opportunity to admit that it's really just a corporate process, but they all swore up and down that this is what was happening.
The important thing is that they fixed it immediately with no hoops (it seems that whoever called me back had infinite authority to fix any issue with a customer's account as he just clicked and fixed things that normal CS agents claimed was impossible to do without a lengthy appeals process), and we chatted for a while about what the executives were considering with regard to changes in the Jump return process and pros and cons. He said that there were internal obstacles to allowing returns in stores that they were actively working to fix and that they hoped to fix them soon. I don't remember if he said that it was going to appear in a new version of the Jump program, but this was just before they announced the JoD program which appears to involve returns in stores, so that part was apparently correct.
Note that the issue I had was that I sent a perfectly working and undamaged phone in and then I got a call from Assurant saying that the screen was broken - which must have happened during shipping, but I was the one taking the accusation that I was responsible.
For the record, my email was not a flame, it was simply a description of what it was like to be a customer in the position I was in, including all of the thought processes that went through my mind as I was going through the Jump return process, and I then went on to list several easy to implement changes they could make to remove most of those stumbling blocks, including:
- Allow in-store returns
- Allow and recommend in-store inspections just prior to the return mailing
- Include insurance in the pre-paid return postage (which would obviously be open to abuse unfortunately)
- Include stronger return packaging than a bubble wrap envelope
- Suggest the customer take a picture of the phone with the label and have a place to send it in to prove physical condition
It looks like "in store returns", which would be the gold standard of removing the middle man and accusations of fault in these returns, was the route they took with JoD. He also admitted that it would be a good idea to take it to a corporate store for an inspection just prior to mailing it. If the store rep notes in your account that they saw the device and it was in working order (on a date just prior to mailing it back) then that will go a long way towards them waiving any warranty claim fees if Assurant finds damage.
flarbear said:
I was pretty specific there. I *emailed* Legere and someone "claiming to be" from his office called me back. Both the person who called me back and the CS agent that suggested it to me swore up and down that he reads his emails himself and the person who called back said that Legere had just been in his office and told him to make things right. I would 100% believe that his email really just reaches a special escalation department and that they are told to claim that Legere himself sees them all to make the customer feel better, and I gave them every opportunity to admit that it's really just a corporate process, but they all swore up and down that this is what was happening.
The important thing is that they fixed it immediately with no hoops (it seems that whoever called me back had infinite authority to fix any issue with a customer's account as he just clicked and fixed things that normal CS agents claimed was impossible to do without a lengthy appeals process), and we chatted for a while about what the executives were considering with regard to changes in the Jump return process and pros and cons. He said that there were internal obstacles to allowing returns in stores that they were actively working to fix and that they hoped to fix them soon. I don't remember if he said that it was going to appear in a new version of the Jump program, but this was just before they announced the JoD program which appears to involve returns in stores, so that part was apparently correct.
Note that the issue I had was that I sent a perfectly working and undamaged phone in and then I got a call from Assurant saying that the screen was broken - which must have happened during shipping, but I was the one taking the accusation that I was responsible.
For the record, my email was not a flame, it was simply a description of what it was like to be a customer in the position I was in, including all of the thought processes that went through my mind as I was going through the Jump return process, and I then went on to list several easy to implement changes they could make to remove most of those stumbling blocks, including:
- Allow in-store returns
- Allow and recommend in-store inspections just prior to the return mailing
- Include insurance in the pre-paid return postage (which would obviously be open to abuse unfortunately)
- Include stronger return packaging than a bubble wrap envelope
- Suggest the customer take a picture of the phone with the label and have a place to send it in to prove physical condition
It looks like "in store returns", which would be the gold standard of removing the middle man and accusations of fault in these returns, was the route they took with JoD. He also admitted that it would be a good idea to take it to a corporate store for an inspection just prior to mailing it. If the store rep notes in your account that they saw the device and it was in working order (on a date just prior to mailing it back) then that will go a long way towards them waiving any warranty claim fees if Assurant finds damage.
Click to expand...
Click to collapse
Okay. Lol
Sent from my SM-G935T using Tapatalk
Related
Okay, so 3 evos bought from sprint.com on launch day.
3 all have light leakage; mine is really bad and also sounds like they're talking though a kazoo!
Called sprint 1800, they said that a sprint store had to put a note on my account.
Went to the closest store they told me could put a note on my account, that store said they couldn't for the evo as it was to new, so they sent me to another store, which was just like the frist one, and the second one sent me farther up the road to the corp store. The corp store said that since we were new custs, we didn't need a note on our account that they should have just sent up 3 new phones without questions, but they put a note just in case.
Came home, called sprint back up, the guy said that they couldn't send 3 new phones out to us because they didn't have any in stock, and to call back when sprint.com had more in stock.
Sprint.com has them in stock, so I called back first thing this morning (2.5 weeks later) and the guy is ready to send them to us, but then he says oh, you have a new account, you have to take them to the store and get new ones because until you're a cust for 3 months we can't bill anything extra to your card.
They sure have some dumbasses working for them.
I want one of the new ones from sprint.com, not the old ones from the sprint store.
Called the sprint store and they said that they have a huge waiting list for when they get more phones in and to call back and get a different person on sprint 1800. :|
I think someone should look into HTC's QA procedures..
Mine has light leakage too, but for 3 of them? Super bad batch lol.
TBH though, it's hard enough to get 1 of these phones.
Did you really think you'd be able to show up at sprint and replace 3 of them at once??
topdnbass said:
I think someone should look into HTC's QA procedures..
Mine has light leakage too, but for 3 of them? Super bad batch lol.
TBH though, it's hard enough to get 1 of these phones.
Did you really think you'd be able to show up at sprint and replace 3 of them at once??
Click to expand...
Click to collapse
No, I expected sprint.com to send me 3 new ones like they said they would. They said (over 2 weeks ago) to call them back when sprint.com had more phones in, well this is the first time they have in weeks, so I called back and the guy said that since we were a new customer, that wed have to exchange them at the sprint store.
:|
Hrshycro said:
No, I expected sprint.com to send me 3 new ones like they said they would. They said (over 2 weeks ago) to call them back when sprint.com had more phones in, well this is the first time they have in weeks, so I called back and the guy said that since we were a new customer, that wed have to exchange them at the sprint store.
:|
Click to expand...
Click to collapse
Im sorry to hear about your issue, try and call in to account services and demand replacements or cancel. Worst case is and I do know that it would be easier said then done but CANCEL. If you can get them from RS or BB, you would end up saving some money too. I called in and spoke with Tech Support and they sent me a replacement without the fussed.
I bought mine from Radio Shack n my phone has a faulty camera. I've been trying to exchange mine for two weeks n it's been a nightmare for me too. I called sprint customer service n they told me that anyone who demands a replacement now will receive a refurbished phone and to cancel my account with RS n order from Best Buy... So I called BB n of course they said they have no available pre-orders left. So my only option now is to cancel my acct with RS n wait til new Evos will be in stock everywhere (in 3 years lol). Waaack
similar
same thing happened to me. mine has minimal backlight leaking under the home key (now its starting to shine under the other three soft keys) anyway...i went to the corporate store so they could note my account. then for a so called "device exchange" (online orders support) sends me an exchange kit, in which i am to mail my current device when i receive the new one, wich could go past my 30 day thing, wich became irrelevant because the "note" on my account ment that even if the device is on backorder as soon as it becomes available it gets shipped out to me at no cost (LIE) in order for online sales support to send me out a new one i have to pay for it so bassically i return the first device they credit my card back this is also called a refund in most cases. but they call this an "exchange". after paying another $350 they would send out the replacement.
at that point i told the rep, cancel everything because im not paying another $350 so they could send me a device when it becomes in stock. i told her i would contact htc and have this taken care of under the manufactures warranty free of charge. she said she had to check with her supervisors. which she did and she agreed. case closed, i will wait past my 30 day probably around september ill contact htc and have them replace my evo for a mint one because of screen separation from improper manufacturing.
realKURE said:
I bought mine from Radio Shack n my phone has a faulty camera. I've been trying to exchange mine for two weeks n it's been a nightmare for me too. I called sprint customer service n they told me that anyone who demands a replacement now will receive a refurbished phone and to cancel my account with RS n order from Best Buy... So I called BB n of course they said they have no available pre-orders left. So my only option now is to cancel my acct with RS n wait til new Evos will be in stock everywhere (in 3 years lol). Waaack
Click to expand...
Click to collapse
actually sprint dot com gets batches every week(dont quote me). as soon as the warehouse gets them in stock they ship out to those who are put on the so called "list"
Oh god. >.<
I started this process today and am already getting the shaft/run around.
Corporate stores is near me so I'll go there directly, and I've been a customer for well over 3 months, and I don't mind waiting for a new batch to come in, so I should have no problem right?
Well I'm going to call back tomorrow until I get someone that knows what the hell they're doing.
If nothing works, will cancel, or I'll threaten to cancel and cause them more headache in the end. I want a new phone and if they don't give me 3 new ones, then they're worse than att.
I'll email the prez office and start *****in.
The corp store said that since we were new custs, they didn't even need a note on the account in the first place. So the people are order support are either dumbasses or don't want to exchange them, so they give you the run around.
To all the forum readers. First off this is my first post so b kind please. A friend of mine had a similar problem with Verizon. He tried and tried to get his problem resolved with them directly. After having no luck, he called the consumer protection agency. They in turn contacted verizon. After a week, they filed a lawsuit against verizon and within a week verizon had his problem resolved. I dont know if this could help you guys out but thought i would throw it out there anyway. Hope this helps. Unguided
I would just cancel while you're in your 30 days. Obviously the local Sprint stores in your area suck and have terrible customer service..
Don't be stuck with 3 phones you find defective. at the point you're at now i dont even think i would try to exchange anymore. i would just walk in and cancel.
maybe its a blessing in disguise and you will end up with a nicer phone a little later on.
Ok guys.. I've been on the same boat for the past 3 weeks... I got my evo from RS on launch day. I've had dead pixels and screen separation. I finally got a call from store manager today saying that Evos are still on backorder but Sprint has released a few for new customers with issues... cmon guys you have to understand that Sprint is dependant on HTC for these devices..HTC is to blame here. We shouts get Consumer agency on their arse. This QA is really hurting their pockets too. I'd rather wait a month and get a fully repaired evo, instead of a crappy fast fix... Look at the bright side at least we don't have to hold our phones a certain way in order to make a call... lol
-------------------------------------
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The sprint store I went to offered me a refurb or said i need to go out to one of the sprint repair centers. (went to return the evo because of the light leak and screen lag)
Called sprint tech support, explained the situation. He put me on hold while he called the store, then came back on the phone and said the store manager has a new one for me I could pick up before they close.
Anyway, as I was walking in he opened the cabinet and pulled out a new one and set in on the counter, then set it all up and I did the exchange
The sprint store people there are not very personable. They don't strike me as the best type of people to be giving support.
Anyway, I'm happy yet again
The one I got is an 003 novatek, doesnt have light leak yet . The other line we got on launch day is an 003 epson (i think it's an epson because it looks very different from mine, although i haven't actually checked dmesg) - and that has no light leak issues like mine did.
Just offer to make the sprint guy one of those badass carbon fiber covers you're pimpin maybe you get a nice discount code thrown on your account too
So, my launch day EVO started collecting dust under the screen on the top left corner and I took it to a local Sprint store to get it repaired. They put a screen that was all scratched and dented on the sides on and assumed I would be satisfied with it. Wrong!
After forcing them to put my old one back (apparently they didn't have any other in store), I called Sprint and got them to send me a replacement phone.
Phone came in and I noticed heavy scratches on the camera and the kickstand was completely loose (would open up by itself). Got them to send me another replacement...
Phone arrived last week with the bottom of the glass completely loose. I could lift it with my nail. Called and after *****ing for hours, I got them to send me yet another replacement...
Phone came in with exactly the same symptom. What's going on? I don't know what else to do from here on out. I know it is technically not Sprint's fault, but this is getting ridiculous. I thought my experiences with the Palm Pre were bad... that was nothing.
Now I know they most likely will not send me yet another phone unless I take it to a store. That's going to be another 5-hour ordeal. Is there any way I can get a new device or a fully-functional refurb? I tried retentions and they said there was nothing they could do. =/
akarol said:
So, my launch day EVO started collecting dust under the screen on the top left corner and I took it to a local Sprint store to get it repaired. They put a screen that was all scratched and dented on the sides on and assumed I would be satisfied with it. Wrong!
After forcing them to put my old one back (apparently they didn't have any other in store), I called Sprint and got them to send me a replacement phone.
Phone came in and I noticed heavy scratches on the camera and the kickstand was completely loose (would open up by itself). Got them to send me another replacement...
Phone arrived last week with the bottom of the glass completely loose. I could lift it with my nail. Called and after *****ing for hours, I got them to send me yet another replacement...
Phone came in with exactly the same symptom. What's going on? I don't know what else to do from here on out. I know it is technically not Sprint's fault, but this is getting ridiculous. I thought my experiences with the Palm Pre were bad... that was nothing.
Now I know they most likely will not send me yet another phone unless I take it to a store. That's going to be another 5-hour ordeal. Is there any way I can get a new device or a fully-functional refurb? I tried retentions and they said there was nothing they could do. =/
Click to expand...
Click to collapse
The only way is with the Asurion process.
If you call *2 and explain the situation they may refund all, most likely part, of the $100 deductible.
I suggest it though.
mattykinsx said:
The only way is with the Asurion process.
If you call *2 and explain the situation they may refund all, most likely part, of the $100 deductible.
I suggest it though.
Click to expand...
Click to collapse
I thought Asurion sends out refurbs sometimes though?
ffolkes said:
I thought Asurion sends out refurbs sometimes though?
Click to expand...
Click to collapse
I've only received brand new replacements.
I've never heard of them sending out refurbs.
mattykinsx said:
I've only received brand new replacements.
I've never heard of them sending out refurbs.
Click to expand...
Click to collapse
That might not be a bad idea after all.
UPDATE: I just spoke to what appeared to be a thug on the other end of the line at Sprint's Tech Support. A nice thug at that. After decrypting our conversation through his strong ebonics, I understood that he created an eTicket (which I received online already) and told me to present it to the store clerk where I will be handed a brand new device. Is this possible? On the ticket it states:
Description of Issue:
Battery Damaged/Swollen/Cracked
Battery Won't Charge
Which is nothing related to my issues and will be apparent when they see it. I sounded skeptical but he assured me that it would work. For me to bring all my stuff (box if I have it, cables, manuals, etc) because I will be handed a brand new one when I get there. I'm still skeptical but I guess we'll have to wait and see. Anyone experience something similar?
Also, he told me I can go to an affiliate store for this (doesn't have to be corporate). Should I even bother? I feel they're less prone to handing me a new device.
I really hope it works out as I don't want to go through the hassle of unrooting and erasing my phone to see that nothing happened.
Finally, will a corporate store have newer phones than affiliated stores or vice versa? If I'm getting something new, I want it to be brand spankin' knew to make sure they worked out all the kinks.
Thanks again!
akarol said:
That might not be a bad idea after all.
UPDATE: I just spoke to what appeared to be a thug on the other end of the line at Sprint's Tech Support. A nice thug at that. After decrypting our conversation through his strong ebonics, I understood that he created an eTicket (which I received online already) and told me to present it to the store clerk where I will be handed a brand new device. Is this possible? On the ticket it states:
Description of Issue:
Battery Damaged/Swollen/Cracked
Battery Won't Charge
Which is nothing related to my issues and will be apparent when they see it. I sounded skeptical but he assured me that it would work. For me to bring all my stuff (box if I have it, cables, manuals, etc) because I will be handed a brand new one when I get there. I'm still skeptical but I guess we'll have to wait and see. Anyone experience something similar?
Also, he told me I can go to an affiliate store for this (doesn't have to be corporate). Should I even bother? I feel they're less prone to handing me a new device.
I really hope it works out as I don't want to go through the hassle of unrooting and erasing my phone to see that nothing happened.
Finally, will a corporate store have newer phones than affiliated stores or vice versa? If I'm getting something new, I want it to be brand spankin' knew to make sure they worked out all the kinks.
Thanks again!
Click to expand...
Click to collapse
That's about the setchiest thing I've ever read lol
mattykinsx said:
I've only received brand new replacements.
I've never heard of them sending out refurbs.
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Click to collapse
All depends on stock. They will most certainly send out Refurbs. But they send new too.
Dust under screen doesn't sound so bad now, does it.
mswlogo said:
Dust under screen doesn't sound so bad now, does it.
Click to expand...
Click to collapse
Dust under the screen means that the screen is coming apart.
Eventually that will lead to touchscreen failure or something of the kind.
Getting that fixed is more preventative.
Plus, you pay $200 + for a device, you don't deserve to have a sub-standard device.
OT: what exactly made the guy a thug?
Sent from the void...
wuclan48 said:
OT: what exactly made the guy a thug?
Sent from the void...
Click to expand...
Click to collapse
The numerous dawgs, yos, and the holla at the end?!
Nobody answered my questions, is it possible that this is legit and I'll be getting a new replacement tomorrow? Why wouldn't get give me some crap someone returned recently?
akarol said:
The numerous dawgs, yos, and the holla at the end?!
Nobody answered my questions, is it possible that this is legit and I'll be getting a new replacement tomorrow? Why wouldn't get give me some crap someone returned recently?
Click to expand...
Click to collapse
Lol.
He must have been from the dirty south. I've called a lot of times and have gotten funny characters.
What he told you is BS. Why would a. authorized retailer such as Best Buy take a new phone out of their inventory and give it to you?
Sent from my PC36100 using XDA App
I see... you must not be from an urban area or around a young people much. Thug implies criminal. Speaking ebonics does not. Some people might take offense to that characterization fyi.
Sent from the void...
wuclan48 said:
I see... you must not be from an urban area or around a young people much. Thug implies criminal. Speaking ebonics does not. Some people might take offense to that characterization fyi.
Sent from the void...
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Click to collapse
OP. Just edit your post to ''ghetto''.
Sent from my PC36100 using XDA App
wuclan48 said:
I see... you must not be from an urban area or around a young people much. Thug implies criminal. Speaking ebonics does not. Some people might take offense to that characterization fyi.
Sent from the void...
Click to expand...
Click to collapse
Well, apparently he might just be a criminal according to the sketchiness of this situation and his alleged connections with stores. I guess the term would apply then.
I don't see thug as being derogative anyways. Have you not watched TV much? It's everywhere.
Anyways, if I give someone that works for Sprint and has access to their system my eTicket number, do you think they might be able to explain what it means and how it would be handled at their store?!
OP: I understood, and I LOL'd
Taking offense at ignorance just confirms it....
Back on topic...
Welcome to the world of refurbs.
Call customer service, ask to talk to Account Services. Tell them you will cancel your account if you dont get a brand new replacement. Tell them you are tired ot dealing with crappy refurbs, and dont have the time to keep going back to the store.
Go to a sprint store, tell them there's a ticket in the system. Before you do call sprint back an have them code the ticket correctly. When you go to the store don't tell them what the issue is, just say there's a ticket and have them pull it up. Once they do that the store is subject to a survey, they won't want you to give them a bad survey so they will fully fix or give you a fully functioning device.
Sent from your favorite carrier, black and yellow!
DirtyShroomz said:
Go to a sprint store, tell them there's a ticket in the system. Before you do call sprint back an have them code the ticket correctly. When you go to the store don't tell them what the issue is, just say there's a ticket and have them pull it up. Once they do that the store is subject to a survey, they won't want you to give them a bad survey so they will fully fix or give you a fully functioning device.
Sent from your favorite carrier, black and yellow!
Click to expand...
Click to collapse
Or so I thought... I called a rep from the store a bit ago and explained to them the situation. Basically, they told me that I would still have to wait for them to attempt a repair and if not possible, they would send me a refurbished device.
What's the f'ing point of having this eTicket in the first place? I could go there without anything and they would proceed in the same manner. This is really getting annoying... The local store is always extremely busy and getting out of there with 3 hours is unrealistic. I'm tired of wasting time dealing with this simple fix.
akarol said:
Or so I thought... I called a rep from the store a bit ago and explained to them the situation. Basically, they told me that I would still have to wait for them to attempt a repair and if not possible, they would send me a refurbished device.
What's the f'ing point of having this eTicket in the first place? I could go there without anything and they would proceed in the same manner. This is really getting annoying... The local store is always extremely busy and getting out of there with 3 hours is unrealistic. I'm tired of wasting time dealing with this simple fix.
Click to expand...
Click to collapse
The eTicket tells everybody how many times the phone has been checked or submitted to be checked so when customers call and say "I've had this phone replaced 3 times!!!" Sprint can say "No you haven't". They will ALWAYS have to look at/troubleshoot the phone before any exchanges are made.
I've had mine replaced twice and was able to get a new phone. But Jesus Christ was it difficult. They will only give you a brand new phone if the store agrees to it (they have to be reimbursed by Sprint) or if Sprint themselves, agree which is usually a special case.
Here's what you do:
Call up Sprint customer service, explain to them the situation. Don't expect it to go anywhere. Just keep escalating the issue. After you get as high as you can go, call Sprint's Executive Hotline Number: 703-433-4401
Tell them the same thing. 99% chance they will tell you that they can't just give you a brand new Evo. Ask them for a case number and then write it down somewhere. Then, email [email protected] telling them what's going on, and be sure to include your number, account PIN, and the case number (if you have one). This is Dan Hesse's email addresses. He reads the emails, but they are mostly answered by his secretaries. They will call you back on a weekday probably during the same week. You'll get a call from "_________, from the Office of Dan Hesse". Explain to them the situation and be sure to detail your frustration with getting the issue solved and how this is not how a company should handle things.
Also, one of them women that called me back said that refurbished doesn't necessarily mean that the phone is opened up, gutted, and the parts are replaced with working ones. She said that some of the phones are just those that are returned because of the 30 day guarantee and then just put back on shelves. She also said that the only things that are fixed are the things that are written down by the repair specialist in the store, which is stupid because they only write down 1 problem even if there are multiple issues with the phone. Obviously, there is an issue with quality control.
It will take a while, but this is what I went through, and they were able to work with the store near my house to give me a brand new Evo, in exchange for the store getting 2 refurbished phones from Sprint. It's a white 0004 with no issues at all. They will probably tell you that you need to take the phone to a repair center again to have it looked at (the one you have on you), but tell them you've spent way too much time on this issue and you just want it fixed ASAP. If you have a preferred store, let them know which one it is.
PS: Ask for a new white one. Because the white ones were initially only offered at Best Buy, so the ones that are in the Sprint stores now are mostly 0004s, and they have no issues.
Hope this helps,
Frederick
OK. SO, This was my first dealing with handtec or any of the overseas online companies.
It was on the 5th of November that I bought a Galaxy Note from them. Before I actually made the purchase, I used the "live support" to ask them regarding the availability of the product and quality support they can offer me after the purchase. The chat was very professional and I even got a discount with the phone. I ended up getting the sim free version for the price of the network logo version.
Few weeks after I received my phone, I finally have the time to have a good look of my phone, I found 3 dead pixels on the screen. Man! was I devastated! (for those of you remember my thread about it). I used the live support again and they suggested me to return it back to them asap and ensured me that everything will be taken care of and not to worry. I remember the operator said to me "Don't worry, handtec will take care of you"
After about 4 days of sending back the phone (which is today ).....my tracking status showed the item was delivered. So I immediately use the live support again to ask them about whether or not they have got the phone. They said they have, so I asked them when they will be sending the replacement back to me. They said they will try to send the replacement today.
I told them that I hope the replacement phone that I will be getting will be without dead pixels. I don't want to have to pay the expensive return postage again. They said they can help me to gain a peace of mind by letting them open my box to check to make sure. So I agreed (it took me a while to make that decision as I have always like the feeling of opening a brand new package )
I then logged off the live support, but as soon I logged off...I was like...oh crap!
I forgot to tell them to wear a glove and also make sure that none of the protectors were taken off while they check my screen. So I logged back on in about a minute after I logged off and asked them not to take off any protectors. Guess what they said to my surprise?! (apparently, it was the same operator)...and he said the check has already been done, nothing is wrong with the phone, and it is going to the warehouse as we speak, ready to be sent out today, and I will be getting it early next week.....
WOW....they must be SUPERMEN or something close....so professional and efficient.....
At this point....I would never hesitate to buy from them again in the future because they are very professional, responsible and efficient...
I will let you guys know when I actually receive the replacement back from them......and hopefully by then, I can also say...yay...my screen is PERFECT too
Anyways...thanks for hearing me out....hope I get my lovely GNote back soon!!
My experience has been near the same with them, sans the dead pixels. I placed my order with them at 1:30 EST (Im in the US) on the 28th of November. Email conformations were quick and informative. On the 29th I received an email stating that because of my first time order with them, and that I was overseas, I needed to answer some additional security questions (Credit Card Bank Authorization number, etc.) I responded quickly to this, and they continued the vetting process. I ended up calling them to be sure they had everything. They were very polite and helpful on the phone. Rather than continue to delay the shipment, they asked that they be able to send the shipment to my work address so that they didnt have to wait for the security team to validate my home address with my CC. Because of the time difference between the US and UK, they werent able to ship it on Tuesday. I checked my tracking number on Wednesday and found that they sprung for overnight AM shipping! So Thursday morning my package comes in (my only complaint here is that they didnt ship it in a box, it in a loose bubble envelope). All has been working great since! No dead pixels, and this phone is simply amazing!
Hats off to Handtec for doing it right!
Bought both SGS II and the Note from handtec. I'm probably going to continue the trend with Galaxy S III. Despite what some people say about handtec not selling "UK" version of the note, it's not like it matters much here in the US
Both times, my phones arrived in less than 24 hours from UK!!!
Glad to hear there are good experiences with them, I will have to try them out on my next phone Galaxy S3? xD
plasket said:
My experience has been near the same with them, sans the dead pixels. I placed my order with them at 1:30 EST (Im in the US) on the 28th of November. Email conformations were quick and informative. On the 29th I received an email stating that because of my first time order with them, and that I was overseas, I needed to answer some additional security questions (Credit Card Bank Authorization number, etc.) I responded quickly to this, and they continued the vetting process. I ended up calling them to be sure they had everything. They were very polite and helpful on the phone. Rather than continue to delay the shipment, they asked that they be able to send the shipment to my work address so that they didnt have to wait for the security team to validate my home address with my CC. Because of the time difference between the US and UK, they werent able to ship it on Tuesday. I checked my tracking number on Wednesday and found that they sprung for overnight AM shipping! So Thursday morning my package comes in (my only complaint here is that they didnt ship it in a box, it in a loose bubble envelope). All has been working great since! No dead pixels, and this phone is simply amazing!
Hats off to Handtec for doing it right!
Click to expand...
Click to collapse
How did you reach them on the phone? I tried to call them many times, but all end up being referred to go to the website.
How can the package get there overnight? wow
what version of the note are they selling?? and where is it made (although i'm not quite sure what problems are inherent with which manufacturing site)
DMax99 said:
.....So I logged back on in about a minute after I logged off and asked them not to take off any protectors. Guess what they said to my surprise?! (apparently, it was the same operator)...and he said the check has already been done, nothing is wrong with the phone, and it is going to the warehouse as we speak, ready to be sent out today....
Click to expand...
Click to collapse
I agree that Handtec is a good/reliable company and also no offense to you but seriously..? In a minute? Come on... Since you said they asked for permission for opening it I assume it was opened/checked after you close the chat.
Lets see:
Closing chat with you and email or phone the Service Dept to check the phone? Time: 1-3min
Service Dept: Find your phone or any phone that will be sent, open box, open back cover and put presumably a used battery in it and start it up? Time: 5-10m if they haven't anything else to do.
Doing some quick tests directly on the phone or connected to the PC? I will give it another 3-8min because some pre-requirements might be needed.
Tests done and ready to ship, shutting phone down, removing back cover, out the battery, backcover on, phone in box closed, report made for the phone(not always), everything ready to sent and finally in it's way to the "warehouse"? Add another 10-20min
We are looking at about 20-40minutes if everything goes smoothtly. No offense OP but some common sense doesn't hurt here. Many people might jump to wrong conclusions reading that.
DMax99 said:
WOW....they must be SUPERMEN or something close....so professional and efficient.....
Click to expand...
Click to collapse
You are just being sarcastic aren't you...? Please tell me you are!
Also please, this post in not directed to you OP. But at Handtec.
koniakki said:
I agree that Handtec is a good/reliable company and also no offense to you but seriously..? In a minute? Come on... Since you said they asked for permission for opening it I assume it was opened/checked after you close the chat.
Lets see:
Closing chat with you and email or phone the Service Dept to check the phone? Time: 1-3min
Service Dept: Find your phone or any phone that will be sent, open box, open back cover and put presumably a used battery in it and start it up? Time: 5-10m if they haven't anything else to do.
Doing some quick tests directly on the phone or connected to the PC? I will give it another 3-8min because some pre-requirements might be needed.
Tests done and ready to ship, shutting phone down, removing back cover, out the battery, backcover on, phone in box closed, report made for the phone(not always), everything ready to sent and finally in it's way to the "warehouse"? Add another 10-20min
We are looking at about 20-40minutes if everything goes smoothtly. No offense OP but some common sense doesn't hurt here. Many people might jump to wrong conclusions reading that.
You are just being sarcastic aren't you...? Please tell me you are!
Also please, this post in not directed to you OP. But at Handtec.
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Click to collapse
LOL....It is TRUE....when I was on the chat the first time I have already given him the permission to check the phone. I don't know how their company works, but when I logged back on (maybe about 30 seconds to 1 minutes after) He told me the phone has already been checked.
BTW....They only said they would check the screen with my new replacement phone as the problem with my faulty phone was with the dead pixels on the screen.
But seriously I am not sure how the company works.....I am suspecting that the company is quite small. So maybe their warehouse and return department are the same department, and maybe there are only a few people working in the company with each person doing multiple things. Therefore, it take less time for communication. I really believe they try to make their company look bigger than what it really is.
Finally, I was not being sarcastic when I told them they are supermen. I really thought that they were really efficient.
ps. all the things I have told you are what they have told me on the chat. who knows what really happened over there on the other side of the world.
They were pretty easy to get ahold of. I called their number that was listed on the website, reached an automated prompt, chose sales support and waited a few minutes on hold. Guy picked up pretty quickly. They have hours from like 7-5:30 UK time
Sent from my GT-N7000 using Tapatalk
You people must be really lucky to get the phone delivered so fast. I ordered mine with some accessories on the 29th, I have yet to get it. Fedex status says clearance delay. First, Customs wanted an itemized breakdown with value. Then they want an FCC form. Having sent many phones to the U.S, I would have expected Handtec to know what documents are required to get through Customs.
That aside their customer service is pretty good so far. I'm just frustrated I didn't have the phone over the weekend.
So finally received my gnote.
Powered up got the OTA and now I'm enjoying it. Handtec even credited my credit card because the price has dropped since I purchased it.
Sent from my GT-N7000 using XDA App
My replacement should get here by tomorrow
Ok....so I have finally received the replacement back from handtec. They have also given me a Travel Power Adapter as a gift. I think they have given me that because the phone was supposed to be sent to me last Friday but didn't end up getting sent on Monday (not really a big deal to me though).
I have quickly turned on the phone to check the screen and it looks fine. I am pretty sure it's a German version as there is a German Manual in the Box plus, the phone was in German when it first booted up. It is kind of weird because everything on the back of the box is in English and even says UK at the buttom.
Anyways...I will start using the phone tonight after it's being charged fully and with a screen protector on. Hopefully there will be nothing wrong with this handset
I must say this again at the end....I am very satisfied with handtec's customer service. I will definitely buy from them again!
So I went to T-Mobile to return my note 7 today. The guy at first tried to get around telling me I could exchange it for any of their phones in store, he really just wanted to take my note 7 and leave me with nothing.
I informed him of my knowledge of my options, and we decided on swapping it out for an s7 edge that would be able to trade right back in for a new note 7 on arrival.
(I am a huge fan of the note 7. But I find myself being to anxious about it exploding on me. I'm under the general impression that they tend to explode more often if not exclusively when charging. So I monitor it when it charges. My device is an SDI device that was manufactured in China).
The rep informed me that he would be crediting back the $150 down I put on the phone (I'm on the original jump program) and that I would have to pay in store $74 for the taxes of the s7 edge. Wtf? I told him that I will not be paying the $74, and that they can credit me back $80 instead of $150 at best. He said that it wont work that way.
I'm not hard up for money, but I am hard up for good honest service. I refused to be out $224 for 8-10 days because I got duped into buying a grenade phone.
Long story short, the rep basically told me that's the only option. I told him that it was ludicrous and that I plan on switching service providers and he stated that his friend works at ATT and that they have the same policy and that I was unhappy I should switch to another company.
So, after all the bs I said whatever, I really have no options. So I took the s7 edge and paid the additional $74 for a phone I didn't want.
I left and called the tmobile note 7 recall hotline. The woman I spoke with was great. She couldn't believe the experience I just had. She credited my phone bill the $74 dollars they charged me for the s7 edge and she directed me to go back into the store and get my note 7 back and I could deal with her thru the mailer program tmobile has set up cuz I guess they can't enforce in store policies. Wtffff
So I go back in. Tell them what she told me. They are like wtf. And I'm like I'm not leaving without my note 7. The note had already been inventoried as a go back to manufacturer. So they said I can't have it. I told them I didnt care and that they need to figure out a way to get my exploding phone back to me. I ended up recalling the hotline and my call got escalated to some corporate manager and she informed the store to do whatever they could to get me my note 7.
So they ended up telling me that they were going to call the note 7 a loss in their inventory. The note 7 will not exist in my account. It's like I never had it they said. Wtf. It has a fat sticker now on the back of it calling it voided merchandise lol! They took the s7 edge back and credited my card the $74 back. And the guy made a sly comment about how I should sign a waiver that if the phone burns up that tmobile is not responsible. Yea right dude.
Yea. I get it. I should turn the phone in. It might burn me up in the middle of the night. I tried. And they tried to scam me. No way. Not cool. Figure your s*** out tmobile.
First of all, you do have the right to freedom of speech (aka your opinion).
Now... no one duped you into purchasing the Note7. T-Mobile had no idea of the faulty battery.
No one was trying to rip you off. They have T-Mobile policies and now they're dealing with Samsung's recall policy as well.
You honestly think you spoke to a "corporate" manager? LMAO! So, you think corporate managers answer phones from people like you? Good one.
You claim to not be hard up for cash, however, you're tripping on the financial side of how the transaction is going down. Well, you could've simply waited, but nope. You wanted to be "that dude."
So you make a big fuss by being "that dude" and got your way, sort of. Now you got a big sticker on your Note7.
You treated a sales associate badly who was simply doing his job, had a trained customer advocate tell you what you want to hear... cuz it's her job and then a call center supervisor tell the store to just do whatever it takes to get you out of the store.
If that's your idea of "winning" or "getting one over corporate America" you're lying to yourself.
That's my freedom of speech.
Why would I want to pay $74 for a device I never wanted to buy? It's not about $, it's about tmobile along with Samsung doing the right thing. Why should I - the consumer - be further inconvenienced by having to pull out any more money whatsoever for a situation I shouldn't be in?
The sticker is removable btw.
I have not "won" nor did I state I "won" in any matter. Anybody who had purchased the note 7 has officially lost. I was just sharing an Interesting experience that I had.
Thank you for expressing your opinion, I hope you feel heard.
Sent from my SM-N930T using Tapatalk
DJ ELITE said:
First of all, you do have the right to freedom of speech (aka your opinion).
Now... no one duped you into purchasing the Note7. T-Mobile had no idea of the faulty battery.
No one was trying to rip you off. They have T-Mobile policies and now they're dealing with Samsung's recall policy as well.
You honestly think you spoke to a "corporate" manager? LMAO! So, you think corporate managers answer phones from people like you? Good one.
You claim to not be hard up for cash, however, you're tripping on the financial side of how the transaction is going down. Well, you could've simply waited, but nope. You wanted to be "that dude."
So you make a big fuss by being "that dude" and got your way, sort of. Now you got a big sticker on your Note7.
You treated a sales associate badly who was simply doing his job, had a trained customer advocate tell you what you want to hear... cuz it's her job and then a call center supervisor tell the store to just do whatever it takes to get you out of the store.
If that's your idea of "winning" or "getting one over corporate America" you're lying to yourself.
That's my freedom of speech.
Click to expand...
Click to collapse
No offense but I work for Toyota and take for Instance the air bag recall that's been going on that is a safety recall and if parts are not available you will get a loaner vehicle free of charge to drive till your replacement parts are available no questions asked and no rudeness from the service advisor. So how is this any different? You should get a loaner phone with no hassle and no rudeness from the sales associate behind the counter..
Sent from my SM-N930T using XDA-Developers mobile app
Shaffer678 said:
No offense but I work for Toyota and take for Instance the air bag recall that's been going on that is a safety recall and if parts are not available you will get a loaner vehicle free of charge to drive till your replacement parts are available no questions asked and no rudeness from the service advisor. So how is this any different? You should get a loaner phone with no hassle and no rudeness from the sales associate behind the counter..
Sent from my SM-N930T using XDA-Developers mobile app
Click to expand...
Click to collapse
It'd be nice to get a straight answer.
Sunday I went to a T-Mobile store to inquire about a loaner. I was told to call customer service, which I did. They told me it should have been handled at the store, but they ordered a loaner for me.
What I haven't yet received is the acknowledgement email I was told I'd get.
I work for a GM dealership and when the key/lock cylinder recall came down, there was confusion as to what our responsibilities were. Some customers wouldn't wait for parts availability and insisted on a loaner car. Finding rentals was rather difficult during that time period.
DJ ELITE said:
First of all, you do have the right to freedom of speech (aka your opinion).
Now... no one duped you into purchasing the Note7. T-Mobile had no idea of the faulty battery.
No one was trying to rip you off. They have T-Mobile policies and now they're dealing with Samsung's recall policy as well.
You honestly think you spoke to a "corporate" manager? LMAO! So, you think corporate managers answer phones from people like you? Good one.
You claim to not be hard up for cash, however, you're tripping on the financial side of how the transaction is going down. Well, you could've simply waited, but nope. You wanted to be "that dude."
So you make a big fuss by being "that dude" and got your way, sort of. Now you got a big sticker on your Note7.
You treated a sales associate badly who was simply doing his job, had a trained customer advocate tell you what you want to hear... cuz it's her job and then a call center supervisor tell the store to just do whatever it takes to get you out of the store.
If that's your idea of "winning" or "getting one over corporate America" you're lying to yourself.
That's my freedom of speech.
Click to expand...
Click to collapse
You obviously are not looking at this from a neutral stand point, you're just wanting to argue. Look at it from the shoes of OP.
douger1957 said:
It'd be nice to get a straight answer.
Sunday I went to a T-Mobile store to inquire about a loaner. I was told to call customer service, which I did. They told me it should have been handled at the store, but they ordered a loaner for me.
What I haven't yet received is the acknowledgement email I was told I'd get.
I work for a GM dealership and when the key/lock cylinder recall came down, there was confusion as to what our responsibilities were. Some customers wouldn't wait for parts availability and insisted on a loaner car. Finding rentals was rather difficult during that time period.
Click to expand...
Click to collapse
They didnt order it for you. I had the same thing happen. Sunday I was told i'd receive an email or message with tracking. Yesterday I called to confirm and was told nothing was ordered so I contacted t-mobile on twitter and Kelsey helped me. They found a corporate store near me where I picked up the loaner s 7 edge yesterday. At first they wanted me to pay taxes which I refused so they just put it down as a jump on demand. It store it went down as a jump on demand but Kelsey made the account noted that it was a loaner and once the note 7 comes in I will be contacted. Contact t force on twitter for help.
---------- Post added at 01:41 PM ---------- Previous post was at 01:33 PM ----------
DJ ELITE said:
First of all, you do have the right to freedom of speech (aka your opinion).
Now... no one duped you into purchasing the Note7. T-Mobile had no idea of the faulty battery.
No one was trying to rip you off. They have T-Mobile policies and now they're dealing with Samsung's recall policy as well.
You honestly think you spoke to a "corporate" manager? LMAO! So, you think corporate managers answer phones from people like you? Good one.
You claim to not be hard up for cash, however, you're tripping on the financial side of how the transaction is going down. Well, you could've simply waited, but nope. You wanted to be "that dude."
So you make a big fuss by being "that dude" and got your way, sort of. Now you got a big sticker on your Note7.
You treated a sales associate badly who was simply doing his job, had a trained customer advocate tell you what you want to hear... cuz it's her job and then a call center supervisor tell the store to just do whatever it takes to get you out of the store.
If that's your idea of "winning" or "getting one over corporate America" you're lying to yourself.
That's my freedom of speech.
Click to expand...
Click to collapse
The problem is no one is on the same page. Samsung tells you one thing, T-mobile tells you one thing, and each individual store tells you something else. Over the phone I was told I had to go the store where I bought my screen protector for a refund. I go to the store and they tell me I have to go to a corporate store. I go to corporate and they dont know what I am talking about. I got a bill credit via t force on twitter. It should be easy to get a refund and loaner phone/exchange phone at any T-mobile store or online but in this case it seems like the most people have no idea what they are doing. Hell when I originally called sunday I had to read to the service agent T-mobiles own new policy regarding loaner phones due to the Note 7 issues. He at first told me I was past 14 day exchange policy. This is a serious issue and more phone keep exploding by the day. Yes it seems like there is a lackadaisical attitude when dealing with returning/exchanging.
DJ ELITE said:
First of all, you do have the right to freedom of speech (aka your opinion).
Now... no one duped you into purchasing the Note7. T-Mobile had no idea of the faulty battery.
No one was trying to rip you off. They have T-Mobile policies and now they're dealing with Samsung's recall policy as well.
You honestly think you spoke to a "corporate" manager? LMAO! So, you think corporate managers answer phones from people like you? Good one.
You claim to not be hard up for cash, however, you're tripping on the financial side of how the transaction is going down. Well, you could've simply waited, but nope. You wanted to be "that dude."
So you make a big fuss by being "that dude" and got your way, sort of. Now you got a big sticker on your Note7.
You treated a sales associate badly who was simply doing his job, had a trained customer advocate tell you what you want to hear... cuz it's her job and then a call center supervisor tell the store to just do whatever it takes to get you out of the store.
If that's your idea of "winning" or "getting one over corporate America" you're lying to yourself.
That's my freedom of speech.
Click to expand...
Click to collapse
Just because someone does not want to be turn sideways by associate who do not know what they are talking, does not mean someone is hard for money. The way he acted no way implied financial circumstance is a factor in play. I have spoken with multiple associates in stores as well as reps who said you do not pay the taxes upfront. If I go into the store and someone says I do and tells me to go ELSEWHERE if I do not like their business, it WILL become a problem.
Sorry OP that you went through that...honestly right now no one knows their left foot from their right at Tmobile on how to deal with Note 7...some would even try to convince you to keep it and have it stored away. The associates are as clueless as they come and the tmobile store I went to I did not even stick around to make the exchange...they were loud obnoxious and were busy correcting everything I say even if I wasn't talking to the associate across the room...if I say recall he would run down and come and correct me. If I ask question about the water resistance he would dive across the store to come and put his opinion...and at some point were treating me like I do not know wtf i was talking about as far as the handling of the note 7 from both samsung and tmobile. Told them bye
garymachete said:
So I went to T-Mobile to return my note 7 today. The guy at first tried to get around telling me I could exchange it for any of their phones in store, he really just wanted to take my note 7 and leave me with nothing.
I informed him of my knowledge of my options, and we decided on swapping it out for an s7 edge that would be able to trade right back in for a new note 7 on arrival.
(I am a huge fan of the note 7. But I find myself being to anxious about it exploding on me. I'm under the general impression that they tend to explode more often if not exclusively when charging. So I monitor it when it charges. My device is an SDI device that was manufactured in China).
The rep informed me that he would be crediting back the $150 down I put on the phone (I'm on the original jump program) and that I would have to pay in store $74 for the taxes of the s7 edge. Wtf? I told him that I will not be paying the $74, and that they can credit me back $80 instead of $150 at best. He said that it wont work that way.
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Click to collapse
This happens with all carriers. The best way is to return the device in full. This way you get your tax money up front. Then purchase the new device. Otherwise the carrier will want to hold on the tax from the old device to return to you in later time. While taking tax for the new device. I ran this with with AT&T, Verizon, Sprint and T-Mobile.
I am going to wait for the new "S" (Safe) version of Galaxy Note 7 and do even exchange. No tax issues with that. And yes, the China T-Mobile version that I have charges (even fast charge) very cool with touch. So I feel safe to wait for the "S" (Safe) version of Note 7 before returning my current Note 7.
thegameksk said:
They didnt order it for you. I had the same thing happen. Sunday I was told i'd receive an email or message with tracking. Yesterday I called to confirm and was told nothing was ordered so I contacted t-mobile on twitter and Kelsey helped me. They found a corporate store near me where I picked up the loaner s 7 edge yesterday. At first they wanted me to pay taxes which I refused so they just put it down as a jump on demand. It store it went down as a jump on demand but Kelsey made the account noted that it was a loaner and once the note 7 comes in I will be contacted. Contact t force on twitter for help.
Wonderful.
I'm willing to cut a little slack here. Neither Samsung nor T-Mobile is used to recalls of this magnitude. The "shut them down" order is less than a week old. I can even understand that there's not enough stock to provide loaners. But for gawd's sake, don't do a Hillary and lie to me.
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Click to collapse
I just went through the process of returning my Note 7 in the store last night to get a Galaxy S7 Edge as well.
What is clear from my experience is this:
1. T-Mobile Store Reps were not properly trained on how to address the different return scenarios. I.E. Jump 1 , Jump 2 or Jump On Demand returns and credit for the faulty device.
2. They were not made aware of the $25.00 Account Credit that would be applied for the inconvenience of having to wait on a replacement which Samsung/T-Mobile informed their customers about.
3. They were prone to make mistakes because of the above which extended my visit to the store by 1 and 1/2 hours when the transaction should have been 30 minutes.
4. They had to call customer care to fix issues on my account as result of errors made during the exchange.
They did tell me the following:
1. I could claim the Gear VR promotion for the Galaxy S7 Edge promotion currently going on(Nice)
2. I would have my Jump On Demand reset completely so that I will have 3 JoD 's on my account after I get my Note 7 (I used my first JoD on the Note 7)
3. New phones would be arriving to their store in 2-3 weeks from yesterday and I would be called when that occurred.
While the experience was long and frustrating in the end I left with my temporary device, No out of pocket cost and happy in the thought that hey I get a Gear VR for free for the inconvenience.
The information below was provided to me directly from the in-store rep as I was curious:
Why did I not have to pay any money out of pocket?
Because I used Jump On Demand.
What is the difference between Jump1 , Jump2, Jump On Demand?
Jump 1 - 50% of device has to be paid off +Taxes + 10.00 a month fee.
Jump 2 - 50% of device has to be paid off + Down Payment + Taxes
Jump On Demand - Taxes and full Price of device are rolled into a monthly payment and you can Upgrade 3 times per year
DeadPhoenix said:
I just went through the process of returning my Note 7 in the store last night to get a Galaxy S7 Edge as well.
What is clear from my experience is this:
1. T-Mobile Store Reps were not properly trained on how to address the different return scenarios. I.E. Jump 1 , Jump 2 or Jump On Demand returns and credit for the faulty device.
2. They were not made aware of the $25.00 Account Credit that would be applied for the inconvenience of having to wait on a replacement which Samsung/T-Mobile informed their customers about.
3. They were prone to make mistakes because of the above which extended my visit to the store by 1 and 1/2 hours when the transaction should have been 30 minutes.
4. They had to call customer care to fix issues on my account as result of errors made during the exchange.
They did tell me the following:
1. I could claim the Gear VR promotion for the Galaxy S7 Edge promotion currently going on(Nice)
2. I would have my Jump On Demand reset completely so that I will have 3 JoD 's on my account after I get my Note 7 (I used my first JoD on the Note 7)
3. New phones would be arriving to their store in 2-3 weeks from yesterday and I would be called when that occurred.
While the experience was long and frustrating in the end I left with my temporary device, No out of pocket cost and happy in the thought that hey I get a Gear VR for free for the inconvenience.
The information below was provided to me directly from the in-store rep as I was curious:
Why did I not have to pay any money out of pocket?
Because I used Jump On Demand.
What is the difference between Jump1 , Jump2, Jump On Demand?
Jump 1 - 50% of device has to be paid off + Taxes + 10.00 a month fee.
Jump 2 - 50% of device has to be paid off + Down Payment + Taxes
Jump On Demand - Taxes and full Price of device are rolled into a monthly payment and you can Upgrade 3 times per year
Click to expand...
Click to collapse
Your jump 1 description is wrong, you don't have to pay 50% of the device off. I just jumped to the note 7 from the HTC 10 and they paid off the $594 I had left on the HTC 10.
Sent from my SM-N930T using Tapatalk
I think there is a lot of confusion. I called regular Customer service and they told me to go to the store and that they couldn't do anything. I went to the store and they wanted me to do an exchange. I clicked on the link T-Mobile sent in an email and it instructed that I could call a too free number so I did. They immediately initiated an order for a S7 edge loaner to be shipped overnight. I had to sign an EIP but was instructed that all I would receive a credit on my bill for the EIP charge until the new Notes come in. When they come in, I will be offered the option to keep the phone and have my lease payments credited to the EIP or I could exchange it and the Note 7 for a new Note 7. I was told to power down the Note 7 and wait for further instructions. The rep told me that more than likely if the new phones come in soon, I will return both phones in the exchange and if it takes a while they will send me an email instructing me how to return it. There was no charge.
Problem is that stores are treated separate. I have heard other stories that some people are only being offered J series phones at the stores. Problem is that this is a mess and give the Tmobile a break. It's a Samsung problem and the US carriers are not receiving info or distributing info fast enough. It is a priority to get the phones returned. Bottom line is that any problem this serious is going to cause confusion.
Be patient and if you don't like it go to another carrier. It's your right.
Sadly this note 7 fiasco just brought out the bad in Tmobile reps and store associates.
Lancerz said:
Your jump 1 description is wrong, you don't have to pay 50% of the device off. I just jumped to the note 7 from the HTC 10 and they paid off the $594 I had left on the HTC 10.
Sent from my SM-N930T using Tapatalk
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Click to collapse
You're Correct. I used strikethrough as this was inaccurate information.
yea i called and there exchange sounds like crap so i didnt do it.
If my phone blows up ill be sad but ill also sue samsung.
They really messed up and this program doesnt work like it should.
I wouldnt trade my phone in for a s7 edge which i just had and they took in the jump program. Only owe like $100 on it. So that would mean me losing money and having to pay full price for a phone i already had.
So i am keeping my phone and when they get new notes in. Ill walk in there and hand them my old one and get a new one free of charge. IF it doesnt go down like then there will be problems.
Hi everyone. New to the forum and wanted to put in my 2 cents. I went ahead and called T-Mobile for a loaner phone. And this is the general details:
Choose any phone you want for loaner phone.
They will overnight NEW loaner phone free of charge.
No charge for use of loaner phone and they will stop billing for the note 7.
Keep the the defective note 7.
Once new note 7 is in stock you bring in loaner phone and defective note 7 for exchange for new note 7.
Easy process.
Do not and I repeat do not do this in a T-Mobile store. They will mess everything up. Call customer service.
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Should be charged for nothing. This is why I was upset. Also, the guy laughed at me when I asked for compensation for the case I bought from Amazon. No where have they said that the accessories need to be purchased thru tmobile, just that they will refund all accessories bought for the device.
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garymachete said:
Should be charged for nothing. This is why I was upset. Also, the guy laughed at me when I asked for compensation for the case I bought from Amazon. No where have they said that the accessories need to be purchased thru tmobile, just that they will refund all accessories bought for the device.
Sent from my SM-N930T using Tapatalk
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Click to collapse
Based on the wording you are correct. They are assuming you paid the T-Mobile Accessory price
fishfinder333 said:
Hi everyone. New to the forum and wanted to put in my 2 cents. I went ahead and called T-Mobile for a loaner phone. And this is the general details:
Choose any phone you want for loaner phone.
They will overnight NEW loaner phone free of charge.
No charge for use of loaner phone and they will stop billing for the note 7.
Keep the the defective note 7.
Once new note 7 is in stock you bring in loaner phone and defective note 7 for exchange for new note 7.
Easy process.
Do not and I repeat do not do this in a T-Mobile store. They will mess everything up. Call customer service.
Click to expand...
Click to collapse
That has not been my experience and I've been on Twitter with them all day.
1. I went to the local T-Mobile store Sunday inquiring about a loaner. They said I needed to call Customer Service.
2. I called Customer Service on Monday. They said the store was wrong but she'd order me a new phone. After repeatedly telling the agent I wanted a S7 Edge, she drew the EIP up for a S7. I was told by the agent there would be a confirmation email.
3. I got on Twitter this morning after I had not received the confirmation email. Four and a half hours later they found the contact information. The sent me an EIP to be electronically signed.
4. Before I signed the EIP, I had asked to make sure the phone they'd send me would be a S7 Edge.
5. They asked me if I had signed the EIP. I thought that was part of the process and signed. They then told me I'd be stuck with the S7 since somehow they can't tear up electronic forms.
6. I sent them several long missives detailing my tale of woe. I also told them... nicely... to shove their S7 up their ass and that I'd roll the dice with the Note 7.
7. Nine hours later, I'm still waiting for their next move. If they don't come off a S7 Edge, I'll wait for the replacement phone they expect in a week or so.
8. I would be on the hook for paying for the S7 and the Note 7 unless I turned in the Note 7 for full credit.
Update: They are shipping a S7 to my house tomorrow. I told them I would return it immediately. If there was another option, I'd cut T-Mobile loose in a New York minute. The trouble is, they're all whores.
Update 2: The S7 didn't ship. Back on Twitter. After an hour, they told me they would overnight a S7 Edge and to refuse the S7. I told them I work for a living and that my apartment complex signs for deliveries at the office. I couldn't ask them to figure out which one to refuse. Their next move was to ask me to call the "temporary device support line." Out came the snark. I explained yet again how I had spent 45 minutes in the store, 30 minutes on the phone, nine hours on Twitter and now they wanted me to spend god only knows how long on hold. That apparently got someone's attention.
The semi final result? They would follow the tracking on the S7 and put a call back on it. They would overnight a S7 Edge. They would issue a $50 credit to my account and I would pay nothing for either the S7 Edge or the Note 7. I won't have to go to the store until replacement Note 7s are issued.
https://goo.gl/if4QOx
Amazon is apparently offering customers who bought Note7 accessories a full refund even if they’re outside the normal 30-day return window.
Someone was asking about this. FYI
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I just got my UAG CASE refunded from amazon. In was past my 30 day return period.
Just says mine is outside the return window not eligible for return
Sent From My Galaxy Note 7
sharkattack99 said:
Just says mine is outside the return window not eligible for return
Sent From My Galaxy Note 7
Click to expand...
Click to collapse
You have to call them
Ah thanks I will be giving them a call
Sent From My Galaxy Note 7
Amazon may, but I'm unsure if third party sellers on Amazon will do it too, which is where all my cases come from. Upon filling in the form, it says it needs to get approval from the seller. I could call Amazon, but they wont be able to dictate what third party sellers have to do when it's outside the window.
svache said:
Amazon may, but I'm unsure if third party sellers on Amazon will do it too, which is where all my cases come from. Upon filling in the form, it says it needs to get approval from the seller. I could call Amazon, but they wont be able to dictate what third party sellers have to do when it's outside the window.
Click to expand...
Click to collapse
Third parties won't. I just tried and all sellers are refusing.
Also, in related information, if you bought any Spigen accessories directly through their site, they aren't taking them back either. I contacted them Wednesday and they refused. They gave a useless 20% off one item coupon though. Because, you know, I want to spend MORE money on all this mess.
I'm now contacting Samsung directly because at this point, I feel it's all their fault. I would never have bought accessories if I had known this would happen. Now, if I were returning the phone because I didn't like it or something like that (a voluntary return/exchange that was MY decision), then I'd take the hit. I mean, I can't even sell these cases now!
(I have 5 cases. I bought a few in order to swap them out or to have spares.)
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spexwood said:
I'm now contacting Samsung directly because at this point, I feel it's all their fault. I would never have bought accessories if I had known this would happen. Now, if I were returning the phone because I didn't like it or something like that (a voluntary return/exchange that was MY decision), then I'd take the hit. I mean, I can't even sell these cases now!
(I have 5 cases. I bought a few in order to swap them out or to have spares.)
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Click to collapse
Let us know how it goes. I have 7 cases (me and my wife together, but same situation, we like to swap them out) from various sellers and would like to have at least part of it back.
svache said:
Let us know how it goes. I have 7 cases (me and my wife together, but same situation, we like to swap them out) from various sellers and would like to have at least part of it back.
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Click to collapse
Yeah, sure. I'll keep you all updated.
Not to be negative, but I feel like it's a long shot though.
No reply as of yet. Maybe by Monday.
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spexwood said:
Yeah, sure. I'll keep you all updated.
Not to be negative, but I feel like it's a long shot though.
No reply as of yet. Maybe by Monday.
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OK, well, I got an update. Samsung is refusing responsibility for 3rd party accessories, so I am now about $200 in the hole.
All I can say is that I REALLY hope a class action lawsuit comes out, because I'll be jumping on it like crazy in order to try and recover at least SOME of my loss. I was also considering getting a Note8 (or whatever it'll be called), but now, it has to not only be a good phone, but will need to brush my teeth, brush my hair, and wipe my butt in order to make me consider it. It's a shame because I loved the Note7, but they shouldn't be screwing their customers over like this, ESPECIALLY since it's their fault.
I'm going to try one last time with the phone number provided in the email, but from what it sounds like, this will do nothing.
Message from Samsung:
Thank you for taking the time to contact us at Samsung Technical Support. We always appreciate hearing from our customers.
After reviewing your e-mail, I understand that you have purchased most of the accessories related to Note 7 and I see that you want the refund for them, I will help you with the required information.
I regret your inconvenience regarding this, the most disheartening is one of our loyal customer going through this type of ordeal experience.
I see that you have purchased the accessories from the third party seller, we don't know the information about them, I would like to inform you that you will get the refund when you purchase from the Samsung or with the respective carrier.
For the inconvenience with the exchange that you are all going through, we are offering all the customer's with incentives.
As a sign of our appreciation for your patience and loyalty, we are offering up to a $100 bill credit from select carrier or retail outlets if you exchange your Galaxy Note7 for another Samsung smartphone, less any incentive credits already received.
If you already exchanged your Galaxy Note7 device for another Samsung smart phone, you will receive up to a $75 bill credit from select carrier or retail outlets in addition to the $25 you previously received.
If you choose to obtain a refund, you will receive up to a $25 bill credit from select carrier or retail outlets as a token of our appreciation and acknowledgement of your inconvenience, less any incentive credits already received.
I will help you with the link where you can refer the updated information of the Note 7.
http://www.samsung.com/us/note7recall/
I would like to inform you that your email has reached Samsung technical support department were we deal in troubleshooting with mobile devices and tablets. However, we do have a dedicated support team who will help you in this regard.
I understand how troublesome it could be, Please contact appropriate team with the contact number(1-844-365-6197 ). They will help you with the options possible.
I hope the above information is helpful. Please write back to us if you have any quires. We will be happy to help you.
Should you desire additional assistance, we invite you to access the web-link http://www.samsung.com/us/support/contact to speak to a Chat Specialist. Our technicians are more than happy to assist you further. Chat Support is available 24X7.
For additional support and updates regarding your product, please follow us at @SamsungSupport on Twitter or like our page at https://www.facebook.com/samsungsupport.
Thank you for choosing Samsung products.
Sincerely,
Sravanthi.K
Another Update:
I called the number given in the email and ended up coming out of the call with even more frustration, but also some potentially good news, though we should all take it with a grain of salt.
First, I called the number and the girl on the other line said I need to power down my Note7. I told her that I can't because it's my ONLY phone (I don't even have a landline), and I have to wait until I can buy a replacement. She just said, "I understand, but because your safety is our concern... [blah blah blah]... you need to power down your phone."
So I repeated that this was my only phone and that I don't have a spare. Again, she repeated the "safety is our concern" line. So I added, "Ma'am, if I power down my phone, then that would mean that I will be without a phone completely until I can get a replacement. That means that if I have to call 911 in the case that I have an emergency, then I won't be able to do so, and I could potentially DIE."
This time she hesitated... then repeated the same line again. It sounded like she was reading a script too (which she most likely was, unfortunately).
Finally, I just said, "Well, I'm not powering down my phone until I can buy the LG V20."
She stopped LOL
So then she transferred me to another phone number, but was kind enough to give me the number in case I got disconnected. So she transferred me and I waited. And waited. And waited. After 1 hour and 10 minutes on hold, I just hung up and tried calling again. All I got was a message saying that the phone was not available and to try again later.
At this point, I'm obviously frustrated, so I call the first number again and this is where the good news with a grain of salt comes in. The lady said that there will be an addition to the Note7 recall, which will state what to do about accessories (though she didn't confirm whether it was for accessories bought through third parties). She could not give me a 'when' this would happen though. I tried pressing more details from her by trying to get a time frame for this addition (ex: within the next 1-2 months), but she would not give me anything, meaning that she really didn't know, or that she wasn't supposed to say.
So, at this point, I'm just going to wait until either a class-action lawsuit occurs, or this addition to the Note7 recall policy becomes live. I'm obviously not happy at the moment because as of right now, I'm still at a loss until something else happens, which is still only a possibility rather than a certainty.
EDIT: Oh, and II only say to take that info with a grain of salt only because it isn't 100% confirmed at the moment. I would definitely expect Samsung to do that addition to the recall because that will help them avoid a class-action lawsuit. It's just that if they do do something, they need to do something reasonable... not something like offer only 20% of each accessory's cost. I mean, at the moment, this $25 credit whether you keep using a Samsung device or go to another brand is bull. That's lunch money and doesn't cover all the time wasted on this mess (IMO).
Well seems I was partially lucky with Amazon's third party sellers, but I am unsure if that is because the items they allow me to trade are 1, still within the normal return window, 2, are OEM covers, or 3, they just have great customer service. The other ones (Spigen and VRS Design) were out of the window so I just let them be.. They may have allowed me to return them, but chances are slim.. I know I wouldn't if I was a seller.
i was able to return all of the items i bought for note 7. I had to do a chat and she gave me the link for my return label. 2 case and 1 usb c cable.
panday74 said:
i was able to return all of the items i bought for note 7. I had to do a chat and she gave me the link for my return label. 2 case and 1 usb c cable.
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Click to collapse
The usb c cable would have been good to keep as in all phones will probably have it in the future. Thats the only thing im keeping
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