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Gutted!

Guys i'm with O2 and lost my phone last night. I have no insurance do any of you know of any insurance policies that let you insure after you have lost the phone? or something similar. I am about 3 weeks into an 18 month contract To say i'm gutted is an understatement

stBlueJay said:
Guys i'm with O2 and lost my phone last night. I have no insurance do any of you know of any insurance policies that let you insure after you have lost the phone? or something similar. I am about 3 weeks into an 18 month contract To say i'm gutted is an understatement
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that sad do you have serial number? in slovakia, police can track phone on base of serial number even if SIM card is changed... can you do something similar in UK?

stBlueJay said:
Guys i'm with O2 and lost my phone last night. I have no insurance do any of you know of any insurance policies that let you insure after you have lost the phone? or something similar. I am about 3 weeks into an 18 month contract To say i'm gutted is an understatement
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Gutted indeed. Doesn't microsoft myphone have a tracking facility on it?
If you have household insurance you could claim it on that, i have my phone insured on my business insurance.
Good luck amigo

Of course there aren't any insurance policies that will cover an already lost/stolen phone...if only it were so
If you have home/holiday/credit card insurance you can sometime be covered under such a policy.
If your going to claim it on insurance though, just be careful on exactly how you word your claim. Insurance companies are very...sneaky when it comes to insuring phones. A word, a phrase or a situation out of place would result in £/$/€0. For example if you say you lost it in a pub your pretty much not getting a penny from them. Read the fine print on an insurance form to be sure what,when,where and how your phone would be covered.

I was wondering if maybe i could take out an insurance policy then maybe make a claim in a couple of days? Anyone ever tried something like this??
So gutted

stBlueJay said:
I was wondering if maybe i could take out an insurance policy then maybe make a claim in a couple of days? Anyone ever tried something like this??
So gutted
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Plenty of people who now have a criminal record have yes

Insurance policies normally have a clause that states you can't claim for x time (mine is 2 weeks for instance) after taking out a policy or changing the phone you want covered. There's also a whole bunch of conditions about timeframes for informing you network provider to block the sim etc.
Really your choice is:
1) learn the lesson, report it to O2 so they can block your sim and issue you with a new one, fork out for a new (sim-free) phone and get it insured this time. Cost: £500 + price of insurance
2) take out insurance now, wait for the required time before you can claim to elapse, submit a fraudulent claim, risk have it turned down and risk someone running a huuuuuuuuuuuge bill on your sim for which you'd be 100% liable. Cost: lots of trouble (for fraud), whatever £££ has been charged to your sim, and most likely having to buy a new phone anyway.
Have you tried calling your number at all (maybe some kind soul has found it)

Points taken,wish i could afford to but another one but unfortunately there is no chance of this. Looks like i'm going to be joing the ranks of non-HD2 owners
Back to my K800i then

Personally I would go back to O2, tell them the phone is lost or stolen, block the sim and imei, then see if there is any way they can help you out.
Better to be upfront and honest and maybe get something rather than dishonest and risk massive problems for yourself. later on.
At worst you will get a replacement sim to use in another phone. You could also try buying yourself out of the contract.
Start by talking to them first to assess your options.
Good luck.
WB

Happy Days
Taxi driver just rang my house he's dropped my phone to te local police station He said the phone was too complicated to use otherwise he would've sold it ;p Oh yed thak the lord. Thanks for your advice guys....

wtf?? You are the luckiest guy ever. LOL

jagnet said:
Of course there aren't any insurance policies that will cover an already lost/stolen phone...if only it were so
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In the UK Orange provide after the event cover (well they did as I used it once)

stBlueJay said:
He said the phone was too complicated to use otherwise he would've sold it
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bronx said:
wtf??
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My exact reaction.
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you're a lucky guy, maybe you should get it insured with someone now, just in case

very lucky! now you know why I kept asking about insurance when I was thinking of a SIM free HD2, O2 insure mine for just 4.99 a month

DMAND said:
very lucky! now you know why I kept asking about insurance when I was thinking of a SIM free HD2, O2 insure mine for just 4.99 a month
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That's hardly a bargin is it!! That's about £60 a year for a £500 phone?!
10% of your device cost on insurance. Why not just add it to your home contents insurance, should be cheaper.

might be cheaper on home insurance but might be more on excess if you need to make a claim, o2 only charge £25 excess

Bugger, really sympathise with you mate. The trouble is that insurance really adds to your monthly bill that it doesnt seem worth taking, until something like this happens.

Now I read the thread properly.....thank god for the honest cabby!

stBlueJay said:
Taxi driver just rang my house he's dropped my phone to te local police station He said the phone was too complicated to use otherwise he would've sold it ;p Oh yed thak the lord. Thanks for your advice guys....
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Make sure you drop that guy a drink or something for Christmas. It's nice to hear of honesty in this world.

Regretting my engraving

So I have a bunch dust in my screen, and a noticeable leak in the corner where its coming from.
So i call HTC and set up a "Swap" they tell me they need a "credit card on file that they will not charge" I give the number wait 2 days... no email.
I call again and they tell me they need to CHARGE my card 530$ before sending the replacement phone. My card doesn't have that kind of room left because I just bought the phone for 530$. Cant really dish out 1060$ on a phone in a week.
So at this point I'm angry and I tell the woman I'd just like to return the phone. Now I'm informed that I cannot return my phone because its ENGRAVED.
My only option is a repair in which i wont have a phone for close to a month.
Pretty awesome considering I just got this phone less than a week ago.
Sure wish i read the fine print.
That's about it... just needed to vent.
DON'T GET YOUR PHONE ENGRAVED

dills84 said:
Sure wish i read the fine print.
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this. .

the no returning after an engraving is something I'd expect.
Now, that it will take a month with no phone to get it fixed? Thats just wrong. I choose to not get it in graved to get it faster, but looking back it seems like it was the best decision to make.

It's just an authorization they place on your card until they get your phone back so that you don't run with two phones. That seems pretty reasonable to me. I'd work out a way of being able to do that... you won't have to pay the bill.

What's odd is that I'm getting a swap as well (dead pixel), now granted I haven't heard anything new from them as yet, however I was told that my credit card won't have any sort of hold on it.

yeah, its just a hold on that amount, but you still need that amount as available credit on the card..
that sucks though...i place my initial order with engraving, but my order didnt go through because i didnt have that much available credit on my card, so i canceled my original order, and used a different card, but opted for no engraving after reading it would delay the order up to 72 hours...
but someone here on the forums ordered with engraving on the first day, and got the phone the next day....anyways good luck

That really sucks I have to say, though, google's page makes it pretty clear you're not going to be able to return the phone after engraving.
Here's the entirety of the text on the engraving page:
Want to engrave your phone?
It's easy to personalize your phone. Just type it once and check it twice. Keep in mind, engraved phones cannot be returned.
Engraved phones will ship within 72 hours of placing your order.
Learn more in our Terms of Sale.
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so everyone with engraving might as well root...?

charkosh said:
What's odd is that I'm getting a swap as well (dead pixel), now granted I haven't heard anything new from them as yet, however I was told that my credit card won't have any sort of hold on it.
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I was also told this. And this is the reason I am so frustrated.

icon57 said:
so everyone with engraving might as well root...?
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Well, if the phone were ever to break you couldn't get it repaired once rooted. So there's still a risk you're taking.

icon57 said:
so everyone with engraving might as well root...?
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Well we still get a warranty. HTC offered to "repair" my phones screen, but then told me it could be a long time before I see it again.
I thought i paid 530$ for a phone that was supposed to be new and 100% functional.
I also offered to ship them my phone first. And then have them ship me a new replacement (thereby bypassing the credit hold) and the rep responded "thats just not how we do things"
my problem is I dont have a credit card. So placing a "hold" on my debit card locks up 530$ of my real money... its just not acceptable.

dills84 said:
So I have a bunch dust in my screen, and a noticeable leak in the corner where its coming from.
So i call HTC and set up a "Swap" they tell me they need a "credit card on file that they will not charge" I give the number wait 2 days... no email.
I call again and they tell me they need to CHARGE my card 530$ before sending the replacement phone. My card doesn't have that kind of room left because I just bought the phone for 530$. Cant really dish out 1060$ on a phone in a week.
So at this point I'm angry and I tell the woman I'd just like to return the phone. Now I'm informed that I cannot return my phone because its ENGRAVED.
My only option is a repair in which i wont have a phone for close to a month.
Pretty awesome considering I just got this phone less than a week ago.
Sure wish i read the fine print.
That's about it... just needed to vent.
DON'T GET YOUR PHONE ENGRAVED
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I got my phone engraved and received it in two days with absolutely no problem. Engraving was perfect and so was the phone. Still loving it. Sorry you had so much trouble, but I think the engraving is an awesome feature. Who can say they had any phone with a feature to engrave? lol, thats how I look at it.

Ssantos6981 said:
I got my phone engraved and received it in two days with absolutely no problem. Engraving was perfect and so was the phone. Still loving it. Sorry you had so much trouble, but I think the engraving is an awesome feature. Who can say they had any phone with a feature to engrave? lol, thats how I look at it.
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Yeah the engraving would look great if my screen wasn't full of dust particles and clicked whenever i applied pressure to it.

dills84 said:
Yeah the engraving would look great if my screen wasn't full of dust particles and clicked whenever i applied pressure to it.
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What part of your screen is clicking? Is it the lower right?

uansari1 said:
What part of your screen is clicking? Is it the lower right?
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Lower left same spot the dust is coming through clicks as if the adhesive tape keeps letting go.

icon57 said:
so everyone with engraving might as well root...?
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Return != warranty service.
So, no. Simply engraving your phone does not remove the "lose your warranty" counter-incentive to root.

IMHO, the key reason not to get engraving (the lesson I learned from buying the only iPod I've ever owned like 5 years ago), is that unless you engrave it with something generic like "my n1 pwnt ur iphonez" then you basically will have a harder time ever selling it when you upgrade to your next handset. All of my phones thus far have been partially subsidized by the sale of my unlocked and hacked previous handset.

That's a reasonable way to do warranty service. How else would you expect them to do it? Ship you another phone on your honor?
The only thing engraving has to do with this is that you can't now return your phone for your entire money back -- it didn't change their warranty policy, right?

dills84 said:
Well we still get a warranty. HTC offered to "repair" my phones screen, but then told me it could be a long time before I see it again.
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that is most unfortunate
I thought i paid 530$ for a phone that was supposed to be new and 100% functional.
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http://www.engadget.com/2009/11/24/core-i7-imacs-showing-up-doa-including-ours/
How about dropping well over a grand for something to have it arrive broken? Nothing is infallible.
I also offered to ship them my phone first. And then have them ship me a new replacement (thereby bypassing the credit hold) and the rep responded "thats just not how we do things"
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That is how almost every company handles things like this.
You authorize them to take the cost of a phone off your card if you fail to return your broken one. Not a dime comes out unless that happens. Personally, I have dealt with this setup with many companies and have never been screwed.
my problem is I dont have a credit card. So placing a "hold" on my debit card locks up 530$ of my real money... its just not acceptable.
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aaaaah.
This is completely different. Of course, this is not HTC's problem, but yours. That being said, I have gone through what you are going through. There is a means for them to authorize the 530 against a debit card differently from how it is done for a credit card. I had to do this a few years ago as I paid for a part with my debit card and in order to get a replacement (warranty issue) they had to use the same card on file. I saw them deduct the amount out, I called them and after dealing with the bank for a few moments everything was kosher.
Sorry to hear your honeymoon was so short lived with your n1

Just so every one knows what my screen looks like. here ya go:
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Sweet 600$... one week old phone eh?
And by the way... none of the dust pictured is stuck under the screen protector. i made sure of that.

Can I trust this Radio Shack manager?

On my first post I talked about how difficult it was to have my EVO with screen issue replaced. The long and short of it was I talked to the RS manager. He didn't acknowledge my problem and sent me to Sprint. I went to Sprint. The rep said the problem was cosmetic and didn't interfere with the phone's operability. If I want it replaced that I'd go through the insurance process and pay $100. Early this morning I decided to go back to RS just return the phone, cancel my account and get a refund. The manager told me that Sprint's contract only gives refund under 14 days. I told him to show that to me on the contract. Of course he can't because there is no such thing. Then I said that the first time I came in he didn't even bother to check the phone's defect. Instead he said that he too has an EVO and there's nothing wrong with it. I said it's a light leakage and you can't see it over a brightly lit area. You have to go to the backroom and check it out. Then he said that he's not a technician. Later on he agreed to have it replaced as soon as stocks become available. I told him to put it into writing. He got one of those flyers on his desk, made a note on the back of it and affixed his signature. Then I said, "Will this do?" He said yes. I pretended that I was about to leave. He didn't move or said anything. Then I went back to his desk and said, "Okay I'm definitely returning this phone." He said, "Why?" I said, "You said this paper will do but you didn't even bother to get my number or write my name on this so called list." He became panicky, got some papers from his desk and said that he already have my name there since yesterday. Then I said, "Really? Then show it to me." Of course he can't show anything cause my name's not there. He said, "Okay, sir, what's your name and number?" I gave my name and number and he wrote it. Then I said, "Can you please put your promise on your calling card?" He got one of those generic cards with no name on it and wrote his commitment there. I said, "Put your name on it and sign it." He complied.
Now, can I trust this manager to replace my EVO? Can I rely on that piece of paper and calling card? Is this typical of RS managers?

why not try a different radio shack and see if you can avoid this mess

you're making this post because your intuition tells you he's full of ****. trust your intuition. no regrets. go!

Now I've been through some **** with Sprint and outside phone retailers ... some **** where I felt like I got the run around but this all sounds pretty weird dude.
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edit: This is also why I wouldn't buy my phone from a "shack" these days, or many other places for that matter. We order our ish through sprint, returns/replacements handled with Sprint. Sprint service has been pretty decent so far. Apart from a dude selling my mom the wrong phone charger a few years back or when they activated / updated the wrong numbers, creating a few hours of confusion which was eventually just dismissed but was crazy. I hate going into stores, thus if it can be avoided it is.

That return policy might just be for radio shack...I work for a verizon retailer and we have a 15 Day return policy as well...the worry free guarantee for verizon corporate is 30 days. But no matter what, you can always get the district office number and call above that manager...judging by the way he's acting, someone needs to let his upper management know.
There is no excuse for piss poor customer service.
Sent from my Eris using XDA App

Return the phone and either get a new EVO or go with the Galaxy S.
I still would like to slap all these CS-reps going around telling people, "Oh, it's just a cosmetic problem, it doesn't interfere with the phone's operability".
I feel like yelling in their faces, "Did I buy a brand new product? Or did I buy a brand new product that said on the box that it might come with cosmetic damages? Which the **** is it?"
Any rep that tells this bull**** to customers needs to get fired. It is totally unacceptable that you are being locked into a 2-year contract with high monthly payments, only to get a phone where cosmetic damages should be accepted by the customer as being a normal event for a BRAND NEW phone.
Now bring me a CS-rep I can slap fifty times for saying such idiotic remarks. What the hell is wrong with these people? They are either seriously lacking in IQ and common sense or they are being sheeped around by upper managements and their internal memos.
/rant.

Find a number for a district manager and call them. I'm pretty sure that will get you some action.
Sent from my HERO200 using XDA App

I bashed and bashed and bashed RS online and out of nowhere they called me up and had me come in to replace my phone with light leakage with a brand new one. Since then, I have a completely different perspective of them.
Personally, I'd trust the manager. He wouldn't have gone through all this trouble if he didn't assume responsibility.
My opinion.

Sprint is Really Pissing Me Off!

So, this weekend I noticed some dirt under my screen. It isn't too bad, but I paid good money for this phone and I pay $7 a month for TEP, so I want to be completely satisfied with what I have to make it all worthwhile. I'm one of those paranoid people that pre-order the BodyGuardz full-body kit before the phone has even arrived. Anyways, my phone is absolutely mint condition with the exception for some noticeable smudging on the top left of the screen. I even have a Case-Mate Barely There case on top of the full-body BG to protect the camera.
So I took it to a local Sprint store and waited nearly an hour for them to start working on the phone. The local rep told me it would be 2 hours to get it fixed. No problem as Outback was right next door. I grabbed some food and when I returned I was handed back my phone. Only, the screen was completely scratched up and the top and bottom front edges of the phone were chipped. I calmly approached the rep and said that I wasn't going to accept it as it is in far worse condition than when it arrived. I wasn't surprised when the rep said that they had replaced my screen with one that was laying around. I should have taken pictures of the condition so you guys know what I am talking about. I'm surprised they expected anyone to be ok with that. Anyways, so I have them put my old display back and they said that I would have to wait for a new screen to come about so I can get it swapped.
On the way home, I called customer service and explained the situation. After explaining to him that I was not going to waste any more time going through a similar situation in another store he was able to get an advanced replacement sent to me. He told me it would be a couple of weeks as the device was being preordered. I didn't mind as he told me that I would most likely be receiving a new device rather than a refurb due to the low availability. Sweet right?
So I get home today and I am pleasantly surprised to see the replacement waiting for me. I open it up and I noticed a crappy, $5 USB charger (that's odd), what seemed like an original EVO battery but turned out to be a black battery wrapped in red paper (I thought this one was pretty funny), a brand new back cover, and what looked to be a brand new EVO (display sticker was on and everything). Awesome!
Not quite. As I turn the device over, I notice the camera is completely scratched up. I mean, really scratched up. The rim around it was also all chipped. The kickstand had some scratches on it as well. Here we go again...
After being transferred about 3 times where I had to verify my account and explain the situation each time, I was able to get another replacement sent my way. Same story, might be 2 weeks as it is low demand. I explained to the rep that I don't want to keep going through this and I have had similar experiences with replacing my Palm Pre in the past and asked if there was any way he could request a new device. He said he wasn't able to as was not presented to him in the system. He then proceeded by saying that I could keep the charger and battery for my troubles. I giggled. It was as if they knew they were screwing me over and sent me those as if it would satisfy me. I have dealt with my replacements from Sprint and never have they just given me extra "goodies".
I'll most likely be cancelling my 5-line service with them if I don't get a flawless refurb or a new device from them. I have spent way too much time and energy dealing with this type of situation with my Palm Pre, and now with my EVO.
I was already pissed about the $10 additional smartphone tax and the screwed up discount limitations, but this is just pushing me over the edge.

That is exactly why I don't even bother with insurance... they are especially horrible on sprint but I got am illegally rebranded motorola when I was on centennial... Hated their insurance service

There is a reason why Hitler blew a gasket yesterday.
PS. My name is HondaCop and I approve this message.

Good Luck...
Good luck with that flawless idea, I went through 3 refurbs before I demanded brand new phone. On inspection of the new phone, it has light leakage around the gasket and a pin hole next to the home button that light comes through.
I have given up on HTC and Sprint. Once my contract is up, I am either jumping overboard or researching phones thoroughly

Im sorry to hear about that dude. I have had some trouble with sprint but just recently I got a BRAND NEW out of the box phone for free. My battery was shot and it wouldnt charge or turn on so I went in and told sprint that it wouldnt turn on and apparently they didnt think to try a different battery, they gave me a brand new phone and sent me on my way. needless to say, I had an extra bat and it worked just fine.

How is it Sprints fault that you got dirt under your screen and then wanted them to fix it? You should be happy that they do anything for you. If that was an Iphone apple would have looked at you and then laughed for about 3 hours and then said sure sir will replace your phone for $600.00. DO you really think you will get better service somewhere else? I've got news for you, you won't. I for one am very surprised that Sprint does anything for cosmetic damage without a deductible. Take your 5 lines somewhere else and when you come back wining we will welcome you back.

cruise350 said:
How is it Sprints fault that you got dirt under your screen and then wanted them to fix it? You should be happy that they do anything for you. If that was an Iphone apple would have looked at you and then laughed for about 3 hours and then said sure sir will replace your phone for $600.00. DO you really think you will get better service somewhere else? I've got news for you, you won't. I for one am very surprised that Sprint does anything for cosmetic damage without a deductible. Take your 5 lines somewhere else and when you come back wining we will welcome you back.
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Hope you brought your helmet.
@OP, you can also contact the manufacturer and have it replaced with them. I don't think they send refurbs.

Yeah? Sprint used to let me keep the goodies when I got my pre replaced (3 times out of the 6, atleast)
Sent from my PG06100 using XDA App

cruise350 said:
You should be happy that they do anything for you.
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WOW... I guess you walk in to Sprint while grabbing your ankles?
PS. My name is HondaCop and I approve this message.

HondaCop said:
WOW... I guess you walk in to Sprint while grabbing your ankles?
PS. My name is HondaCop and I approve this message.
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I bet you bend lower than he does. After all, you're the one the doesn't like Sprint, at least he does. Paying for something you don't like? Hah
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Sorry, couldn't refuse. Let's keep this clean

DirtyShroomz said:
I bet you bend lower than he does. After all, you're the one the doesn't like Sprint, at least he does. Paying for something you don't like? Hah
Sorry, couldn't refuse. Let's keep this clean
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Lol!
Sent from my PC36100 using XDA App

DirtyShroomz said:
I bet you bend lower than he does. After all, you're the one the doesn't like Sprint, at least he does. Paying for something you don't like? Hah
Sorry, couldn't refuse. Let's keep this clean
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Never said I didn't like Sprint. Don't hate me because I'm not into ballwashing like you guys are, kiddo.
PS. My name is HondaCop and I approve this message.

cruise350 said:
How is it Sprints fault that you got dirt under your screen and then wanted them to fix it? You should be happy that they do anything for you. If that was an Iphone apple would have looked at you and then laughed for about 3 hours and then said sure sir will replace your phone for $600.00. DO you really think you will get better service somewhere else? I've got news for you, you won't. I for one am very surprised that Sprint does anything for cosmetic damage without a deductible. Take your 5 lines somewhere else and when you come back wining we will welcome you back.
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The moment I am liable for a 2-year contract when purchasing their phone AND pay their full-protection insurance, it is TOTALLY Sprint's responsibility to address the dirt under my screen. It isn't like they're paying for the device out of their pockets. They're simply acting as the middleman between the client and HTC's warranty department. It's the least they can do for someone who is devoting 2-years of their wireless service costs to them and is paying their TEP fees.
I don't know what you're talking about but I used to be with T-Mo for 5 years and NEVER had issues such as these. I always got brand new devices as replacements. I don't know how it is nowadays, but that's how it was 2 years ago.
BTW - Dust under the screen is not cosmetic as it is affecting visibility of the display much like dead pixels would. It is also something that is not supposed to occur on any device.
Finally, your little condescending attitude is not going to help you in life. Good luck!

I don't know what you're talking about but I used to be with T-Mo for 5 years and NEVER had issues such as these. I always got brand new devices as replacements. I don't know how it is nowadays, but that's how it was 2 years ago.
BTW - Dust under the screen is not cosmetic as it is affecting visibility of the display much like dead pixels would. It is also something that is not supposed to occur on any device.
Finally, your little condescending attitude is not going to help you in life. Good luck!
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He's right. T-Mobile has the best customer service. I replaced my G1 twice in one year. Might have been a refurbished one but it was like new. The best part was I never had to go to a repair center. I made a phone call explained my problem they asked if the water indicator was red and that's it. Sent me a new one in the mail and I sent mine right back no charge.
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They could have been like T-Mobile when an update bricked my cliq, even with insurance they said they couldn't help me, contact Motorola which in turn told me to contact T-Mobile, I canceled an went to Sprint.

akarol said:
It isn't like they're paying for the device out of their pockets.
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Actually, they are paying for the device, out of pocket. You know how the phone actually costs 500, and you're getting it for 200..?

Akarol,
Being a service manager for a sprint store it bothers me that people have to deal with that stuff.. if any of my service techs did that to people i would slap the **** outta them.. I'm sorry that a service center has treated you that way and with 2 phones none the less. Was it a corporate or just an authorized service center?

Makdasamurai said:
Akarol,
Being a service manager for a sprint store it bothers me that people have to deal with that stuff.. if any of my service techs did that to people i would slap the **** outta them.. I'm sorry that a service center has treated you that way and with 2 phones none the less. Was it a corporate or just an authorized service center?
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Makdasamurai: Thank you for understanding. The sad thing is that it was a corporate store. One of the largest ones here in Orlando (by the Florida Mall). I made the mistake of going to an affiliate store in the past with my Palm Pre (Five Star Cellular) and I will never do that again.
What bothers me is that there is this disparity in service from store to store. I read stories here about people going in and getting a brand new phone on the spot. It's not like they're not being reimbursed that phone by Sprint. Right?
Backdown: I understand what you're saying, but that's nothing new. That's how contract works. They give us a discount, for our commitment with them. Some situations don't even require contracts but the compatibility itself locks you into a commitment such as video game consoles, printers, etc. Trust me, they're making a ton more money on the service than they're losing on devices.

I've been through a very similar situation, so I'll give you some advice. The ONLY people on the phone that can send you a NEW phone, is retentions (account services). If anyone else TOLD you they were sending a new phone, its a lie. That's why you got it so quick, because they send out a refurb instead of waiting for the new one to come back in stock. The lower level reps do not have the power to order a new phone, even if they think they do.

Good to know. I'll be sure to tackle that department if my new replacement disappoints. I just wish I didn't have to go through all this turmoil.

Warning about The Carphone Warehouse

This is my experience with Carphone Warehouse about the infamous "back glass coming unglued" problem. I think it would be easier to copy and paste the email into this thread rather than live through the whole ordeal again.
TL;DR: DON'T GIVE YOUR PHONE TO CARPHONE WAREHOUSE FOR REPAIR. SEND IT STRAIGHT TO SONY.
I have had the worst experience in customer services ever when dealing with one of your branch managers. His attitude was unbelievable and, quite frankly, disgusting.
I went into Carphone Warehouse Broadmead branch early December when my phone needed a repair. The top left corner had a bulge and this rendered the phone non-waterproof, also the ear speaker did not work unless I pushed that part of the back down. I went into the Broadmead branch and spoke to "Geek Squad" they advised they would just send it straight to Sony because it was a waterproof issue. I decided NOT to give my phone in then because I had not backed up anything that was on my phone.
I also had the same problem with my phone which got fixed under warranty by Sony so what they said at that branch made sense to me. I also have proof from Sony that the same issue was fixed under warranty.
I recently went into the Carphone Warehouse branch to give my phone in, this time I went into the Queens Road branch because it was near work and I thought it'd be convenient. The normal staff at the branch are very helpful and nice and a far cry from the manager Shane. I should have heeded the warning signs when he was asking the girl who was serving me "Well, who is it from then?!" OBVIOUSLY I got the phone from Carphone Warehouse, why would I bother coming into a Carphone Warehouse branch if I didn't get my phone from Carphone Warehouse. It was as if I was IN THE WRONG for wanting to get my phone fixed.
The booked the repair in as "Chargeable" and they explained to me that if this issue was NOT my fault I would NOT get charged and it would be fixed under warranty. Since this phone had the same problem BEFORE and was fixed under warranty before I assumed this would be ok and that I definitely wouldn't get charged.
I noticed on the repair tracker that my phone was NOT sent to Sony but sent to Wednesbury instead where it was repaired.
So my phone came back repaired and I popped into the branch where Shane informed me that the repair cost £175. I was obviously aggrieved for the reasons I stated above and explained this to the manager who kept talking over me and obnoxiously waving the repair form I had signed. He let me talk to the engineer who said I had damaged the back and that I would be charged for fixing it. The only thing they did was replace the adhesive, how I managed to melt the adhesive that's within the phone is a mystery to me. I obviously argued my case and he just informed me, you signed the repair form, it means we can charge you. I argued that it was a warranty issue and that I had not damaged the phone in anyway but he was completely dismissive. All the time the manager was talking over me whilst I was on the phone making it impossible to listen to the engineer at the same time. I left after the conversation after realising I would not get this solved with this manager and with my complete and utter frustration and I decided to leave.
After work I went into the Broadmead branch and I explained my situation with the guys at Geek Squad and they told me that they could send it for a second opinion but that the engineers would never admit it's a warranty fault so it's best If I got a second opinion from Sony. Sony emailed me back confirming that the phone WAS fixed under warranty with the same issue. I also sent in a complaint to Carphone Warehouse repairs (which I think went straight to Geek Squad) and the person informed me that because they listed the handset as a chargeable repair that I would be liable to the charge IRRESPECTIVE of what the engineer had found. Shane the manager told me that IF it was a warranty issue I wouldn't be responsible for the charge. Which is completely contrary to what I received in the email (I can forward the emails if you wish, as well as the ones from Sony). I then went into the same Carphone Warehouse branch and explained the information I received and I asked him why he told me I wouldn't be charged if it was a warranty fault when the email I had received said I would be no matter what the case was. He said he "disagreed" with it so I asked who was lying? In which case he didn't have an answer. I asked him to look over the emails in his computer, he barely skimmed them and just had nothing to say. So I asked him what did the emails say? He replied " That you don't want to deal with me" which WASN'T the issue that we were talking about. Honestly, It was like dealing with a petulant child.
It wasn't enough that this regrettable situation occurred but the conduct of the Manager Shane was another story entirely. He consistently kept talking over me, cutting me off and would not wait until I was finished. His attitude was completely dismissive, intimidating and completely indifferent. I asked to speak to the engineer again. He kept talking to me whilst I was on the phone AGAIN to the point where I had to give him a hand signal to STOP. He replied with "No I won't shut up!", I was taken aback but not surprised by his childish juvenile behaviour. The Engineer on the phone seemed more understanding and empathetic but this was not the case with Shane. He was rude, dismissive completely unprofessional and childish, he kept talking over me and never answered any of my questions. He accused me of lying when I mentioned what the female employee had said to me (which I mentioned in the emails) he said I was "mouthing off" when I never once raised my voice or swore or even interrupted him. All I was doing was asking questions and he was acting as if I had committed a crime. I asked him to look at the emails and he less than skimmed over him, I told him what I received in the emails to which he replied "That that wasn't from an engineer" when the SAME email mentions at the bottom was that the person was an engineer. Honestly, I've never dealt with someone like that in life let alone a retail store.
After feeling completely disheartened I left the store.I'm hoping you can do something about this
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I ran out of characters at the end there so I had to prematurely wrap up.

theprince1991 said:
This is my experience with Carphone Warehouse about the infamous "back glass coming unglued" problem. I think it would be easier to copy and paste the email into this thread rather than live through the whole ordeal again.
TL;DR: DON'T GIVE YOUR PHONE TO CARPHONE WAREHOUSE FOR REPAIR. SEND IT STRAIGHT TO SONY.
I ran out of characters at the end there so I had to prematurely wrap up.
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You can't be charged for something unless you knew what the price was first as far as I know, so if it didn't have a price on when you signed it is not enforceable (if it did then you can't use this as a defence). Hopefully you won't have to use a defence in court to sort this anyway, and your complaint will get results instead, but I thought I would share this info.

Email the CEO. I got a free nexus 7 when I complained [email protected]
This web site is useful. Www.ceoemail.com
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stewartk said:
Email the CEO. I got a free nexus 7 when I complained [email protected]
This web site is useful. Www.ceoemail.com
Sent from my C6603 using xda premium
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I wish I'd known that when Yodel lost/stole my phone 2 years ago. Carphone Warehouse made me wait 2 weeks before they would send another.
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kingvortex said:
I wish I'd known that when Yodel lost/stole my phone 2 years ago. Carphone Warehouse made me wait 2 weeks before they would send another.
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if i don`t get anywhere with customer service i always look for the CEO and i would think 90% of the time you`ll get what you want + extras.
i did it with Sky and i got the full package free for 12months.

stewartk said:
if i don`t get anywhere with customer service i always look for the CEO and i would think 90% of the time you`ll get what you want + extras.
i did it with Sky and i got the full package free for 12months.
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The funny thing is that I would normally do that. I seem to remember that I couldn't find an email address for anyone higher than customer service at the time.
I had major problems with my HTC Hero a few years back and pestered T-Mobile's CEO, Richard Moat after getting nowhere with customer service. I got a call from his PA and ended up with a free HTC Desire, which was the top of the line phone at the time.

stewartk said:
Email the CEO. I got a free nexus 7 when I complained [email protected]
This web site is useful. Www.ceoemail.com
Sent from my C6603 using xda premium
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Thanks a lot man, I will definitely email him/her if I don't get this satisfactorily resolved with customer services.

Quick update. I sent a email to the Regional Manager and the branch phoned me so I can pick up my handset. No charge applied

theprince1991 said:
Quick update. I sent a email to the Regional Manager and the branch phoned me so I can pick up my handset. No charge applied
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Nice one
Now just the boy called Shane left
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