Database Users

T-Mobile does not warranty batteries after 90 days

I called customer service today to see about getting the battery replaced on my G1. I explained that I am only getting a few hours use before having to recharge and that I have turned off all unnecessary services and dimmed the screen and set the timeout to a minute. The first rep determined that I needed a new battery, he placed me on hold got their hold music for about 2 minutes then got cut off - no callback from the rep. I called back into customer service, got a new rep he played 20 questions with me and determined that I needed a new battery. At this time he checked the warranty on my phone, obviously still in warranty, but the battery is classified as an accessory and the warranty on it expired on January 19. He told me I would have to speak to the accessory department and buy a new battery. I told him that I should not have to pay for a new battery since it is an essential part of what makes the phone function and without it, the phone does not work. He kept insisting that I have to talk to accessories to get a replacement, I kept telling him that I should not have to pay for equipment that was part of a phone that is covered by a 1 year warranty. He placed me on hold to check with a supervisor to see if there was anything else they could do for me. The supervisor offered to have T-Mobile pay for half of the battery, I found this completely unacceptable, telling the rep that I still don't understand why I should have to pay for a piece of equipment that is essential in making my phone work. All of this went on for about 20 minutes, and finally offered to transfer me to HTC to see what they could do, I asked him to warm transfer me and explain the issue so I wouldn't have to explain it for a 3rd time, he agreed. He brought the HTC rep on the line, she told me they could replace the battery but I would have to buy a new one and then return the old one and get a refund stating this was their way of guaranteeing that they get the defective battery back. I asked why they couldn't just hold my CC number and charge me if I didn't return the battery, she told me that isn't how they do things. I refused to buy a new battery and we said goodbye.
At this point I was pretty pissed off, fortunately I know some people at a couple of the T-Mobile stores, I went down and talked to a salesman there that I haven't actually worked with, but he knew who I was. I explained the situation, he told me to wait a minute and disappeared into the back room for a couple minutes, when he came out, he handed me a battrey from a returned G1 and said keep both batteries.
Moral of the story, if you have had your G1 less than 3 months call T-Mobile and get the battery warrantied.

did you have insurance on the phone??

yes i have insurance on the phone

Odd, I just finished speaking with a rep and they say no such [extended] battery replacement program exists at the moment. T-Mobile is well aware of the battery issues with this phone, and have known even before the release (a previous rep informed me that during field testing, the phone only lasted 3 hours. )

dont know anything about an extended battery replacement, I called about the standard battery.

Warning: Take this with a grain of salt. I got this info from a sales rep at a corporate t-mobile store.
So I went to a t-mobile store over the weekend, I had a issue with my back cover, and asked about any new batteries. The guy gave me a new back cover and a 2nd battery (free) to hold me over until the new ones came out. He told me starting next week, the new G1s will be shipping with a better extended battery, and should be starting a replacement program for current g1 owners. I just hope its true.

TimSykes said:
Warning: Take this with a grain of salt. I got this info from a sales rep at a corporate t-mobile store.
So I went to a t-mobile store over the weekend, I had a issue with my back cover, and asked about any new batteries. The guy gave me a new back cover and a 2nd battery (free) to hold me over until the new ones came out. He told me starting next week, the new G1s will be shipping with a better extended battery, and should be starting a replacement program for current g1 owners. I just hope its true.
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Please refer to:
haykuro said:
Odd, I just finished speaking with a rep and they say no such [extended] battery replacement program exists at the moment. T-Mobile is well aware of the battery issues with this phone, and have known even before the release (a previous rep informed me that during field testing, the phone only lasted 3 hours. )
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yeah I know, I read that, and I am giving posting info I was told about. thats why I said take it with a grain of salt. One of the reps are wrong. The one I spoke with, or the one you did. But I have heard from more then one rep at different locations they are working on a replacement program.

FYI.
HTC give 12 months on batteries and 24 months on device. If you get issues with T-Mobile just go direct.

Just to clear the air...
Hey, Just to clear the air on warranty issues for cell phone accessories. I work for T-Mobile, and no they do not honor warranty on any accessories after 90 days. The handset itself has a 1 year warranty, and all accessories included in the box, i.e. home chargers, wired earpieces, and yes batteries, only have a 90 day warranty. Just being honest here, but seriously, people are hard on their phones. Some phones do have battery issues. Then again, some people just never stop talking, text messaging, or web browsing on their phones. I wonder why their batteries don't last??? Not to mention, the one's who I ask a customer, "When you're on MySpace, or FaceBook for like 3 hours at a time, does the back of your phone get hot?" 9 times outta 10, I hear "Yeah!!!" as the reply... Hmmm... now here's a hint HEAT AND ELECTRONICS DON'T MAKE A GOOD PAIR!!! The other scenario is they talk on the phone while it's on the house/car charger, again that causes the phone to get hot... See previous hint. I'm not saying that all claims are BS, but 99% come from idiots who abuse their phone, and only about 1% come from people who really get a defective unit... No offense to you ranger. I'm just stating the facts here. Oh, and don't put in a claim for insurance... Just go to Ebay, and search for your phone models battery, and include OEM in the search. I've gotten batteries with a new battery door cover for $1 plus shipping, and it's the official battery, not an aftermarket. Save time and money that way. Hope my rant was useful.

Bmore_Shag said:
Hope my rant was useful.
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Not really when you consider that you're calling the majority of your customer base idiots.

I just got t-mobile to send me a replacement battery for my G1 (via free ground shipping), which 1. I got my G1 from ebay, and 2. my plan is a month to month that has only been activated for 1 month.
The first time i called I was told i had to contact HTC. I called HTC and they wanted me to pay for the battery unitll i sent my faulty one back. After askin the HTC rep plenty of qestions, It turns out they pretty much gives t-mo just the phone, so all "acessories" are handlede by tmobile. HTC told me they would recieve the battery then just end up sending it to t-mo. Once i heard that, I respectfully declined that offer from HTC. (HTC reps are very very nice people)
I then called Tmo back and asked why i would have to send the battery to HTC, when it was just going to be sent right back to t-mo in the end. I was put on hold for a couple minutes, transferred to another department who offered to send me the new batt (and told me i dont need to send the old one back). They offered to ship it for free via ups ground, or fed ex 3 day for an extra fee. I took the free shipping.
I still give a thumbs up to t-mobile tech support as everyone was very nice and willing to listen. Something tells me a part of it was how polite i try to be when dealing with people like this.

I have to agree with Uberingram.
I have been in wireless for 5 years and this is one of the worst PDA phone batteries I have ever used. This battery capacity was far underestimated for this type of device.
How can you begin to get angry at a customer for using there phone to its fullest capacity? You say, " Then again, some people just never stop talking, text messaging, or web browsing on their phones ", well, that's what they did pay for, correct? T-Mobile should provide a handset that is able to meet the expectations set fourth.
Yet, I understand your point of view, it is annoying when I have a customer who is addicted to posting there status on Myspace every 2 minutes, and they come in barking about battery life. Yet, I have no grounds to defend the phone on with this devices battery.

jimmy8301 said:
I have to agree with Uberingram.
I have been in wireless for 5 years and this is one of the worst PDA phone batteries I have ever used. This battery capacity was far underestimated for this type of device.
How can you begin to get angry at a customer for using there phone to its fullest capacity? You say, " Then again, some people just never stop talking, text messaging, or web browsing on their phones ", well, that's what they did pay for, correct? T-Mobile should provide a handset that is able to meet the expectations set fourth.
Yet, I understand your point of view, it is annoying when I have a customer who is addicted to posting there status on Myspace every 2 minutes, and they come in barking about battery life. Yet, I have no grounds to defend the phone on with this devices battery.
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Well said however I don't believe that T-Mobile will ever ante up to our better battery demands. That being said I think we should all be content with what we have, make do or go a different route (either with a different battery or a different phone all together). It's the price we pay for basically being Google/Tmo's unpaid beta testers.
For all those that want to *****, piss and moan: Have a blast. Life isn't fair but I'll call you when it is.
Bmore_Shag, I would watch what you call your customers. It would probably best that you call us all a bunch of idiots and not be a T-Mobile employee at the same time. I fire employees that play that card on forums where I work. Just food for thought.

uberingram said:
Well said however I don't believe that T-Mobile will ever ante up to our better battery demands. That being said I think we should all be content with what we have, make do or go a different route (either with a different battery or a different phone all together). It's the price we pay for basically being Google/Tmo's unpaid beta testers.
For all those that want to *****, piss and moan: Have a blast. Life isn't fair but I'll call you when it is.
Bmore_Shag, I would watch what you call your customers. It would probably best that you call us all a bunch of idiots and not be a T-Mobile employee at the same time. I fire employees that play that card on forums where I work. Just food for thought.
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Just to let you know if you really want to complain to anyone at T-Mobile, and this goes for everyone, PM me and I will tell you how.
If enough of you flood the box with battery issues I am sure it will be solved soon LOL and remember to threaten them with a cancellation, tell them you will cancel your contract and sue if they charge you an EFT.

Bmore_Shag said:
Just being honest here, but seriously, people are hard on their phones. Some phones do have battery issues. Then again, some people just never stop talking, text messaging, or web browsing on their phones. I wonder why their batteries don't last??? Not to mention, the one's who I ask a customer, "When you're on MySpace, or FaceBook for like 3 hours at a time, does the back of your phone get hot?" 9 times outta 10, I hear "Yeah!!!" as the reply... Hmmm... now here's a hint HEAT AND ELECTRONICS DON'T MAKE A GOOD PAIR!!! The other scenario is they talk on the phone while it's on the house/car charger, again that causes the phone to get hot... See previous hint. I'm not saying that all claims are BS, but 99% come from idiots who abuse their phone, and only about 1% come from people who really get a defective unit... No offense to you ranger. I'm just stating the facts here. Oh, and don't put in a claim for insurance... Just go to Ebay, and search for your phone models battery, and include OEM in the search. I've gotten batteries with a new battery door cover for $1 plus shipping, and it's the official battery, not an aftermarket. Save time and money that way. Hope my rant was useful.
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Its really a shame you jump on here slamming your customers when you dont even know what the facts are. I do not live on my phone, I do use it for texting and occasional web browsing. I rarely use myspace or facebook on my phone. I do not talk on my phone when it is connected to a charger. There has been no abuse concerning this phone. I have owned 4 PDA phones prior to this with similar usage habits and this phone does not even compare to the life I got out the prior phones. I agree with UBER his statements are valid. You have no facts to state and until you do keep your opinions to yourself especially when it comes to your customers.

neoobs said:
Just to let you know if you really want to complain to anyone at T-Mobile, and this goes for everyone, use the email [email protected].
If enough of you flood the box with battery issues I am sure it will be solved soon LOL and remember to threaten them with a cancellation, tell them you will cancel your contract and sue if they charge you an EFT.
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I appreciate the route for complaints but the problem is that I don't really believe in it. I've been with T-Mobile for going on a decade, they've addressed EVERY SINGLE concern that I've had regarding bills and general customer service minus this one. Plus I really don't see this as a TMo caused problem. Granted it's a TMo branded phone but HTC really dropped the ball on this one. On the flip side, HTC is basically off the hook now that G1's are in use by the thousands and the buck has been passed to TMo. I've come to grips with the fact that the provided battery sucks arse and fully expect TMo *AND* HTC to do nothing about it. I've done what I can to extend the battery's life and realize it's the price I pay for early adopting cutting edge technology before it matures. It isn't the first time I've been burned by it and it certainly wont be the last. We're geeks and we deal with it. In fact I've dealt with it enough that I'm satisfied with how I use my phone and it's longevity plus I'll stick with TMobile longer than I'll stick with Android. Thankfully, employees like Bmore_Shag are few and far between.
Edit: I would just like to add that the battery's 1150mAh rating was known WAY before customers started getting their hands on them. We KNEW what we were getting into. At least, you SHOULD HAVE known if would like to call yourself an informed customer.

uberingram said:
I appreciate the route for complaints but the problem is that I don't really believe in it. I've been with T-Mobile for going on a decade, they've addressed EVERY SINGLE concern that I've had regarding bills and general customer service minus this one. Plus I really don't see this as a TMo caused problem. Granted it's a TMo branded phone but HTC really dropped the ball on this one. On the flip side, HTC is basically off the hook now that G1's are in use by the thousands and the buck has been passed to TMo. I've come to grips with the fact that the provided battery sucks arse and fully expect TMo *AND* HTC to do nothing about it. I've done what I can to extend the battery's life and realize it's the price I pay for early adopting cutting edge technology before it matures. It isn't the first time I've been burned by it and it certainly wont be the last. We're geeks and we deal with it.
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You are correct it isn't directly TMo's problem. But at the same time they are the ones that have to push HTC to do something about it. I mean honestly TMo is the one that will distribute them, just like they did for the Wing. Now granted I know the Wing was because of safety issues but nevertheless the same principles apply. HTC didn't mail the batteries to TMo customers, they aren't privvy to our personal details, if they are even privvy to any of our details. TMo needs to be the one fighting just like customers need to stand up also if they are fed up. It is like a chain of command one must complain to the other which in turn complains to another and so forth and so forth till the problem is rectified.

neoobs said:
You are correct it isn't directly TMo's problem. But at the same time they are the ones that have to push HTC to do something about it. I mean honestly TMo is the one that will distribute them, just like they did for the Wing. Now granted I know the Wing was because of safety issues but nevertheless the same principles apply. HTC didn't mail the batteries to TMo customers, they aren't privvy to our personal details, if they are even privvy to any of our details. TMo needs to be the one fighting just like customers need to stand up also if they are fed up. It is like a chain of command one must complain to the other which in turn complains to another and so forth and so forth till the problem is rectified.
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In a perfect world the problem would be rectified by HTC and TMo working together to better customer satisfaction and in the end customer retention but like I said before: life isn't fair.

HTC said they would fix it but didn't

Because my Nexus one had a dead/stuck pixel, I called H.T.C. and requested a repair. I sent it to them, and a few days later they said that they had examined it and determined that I needed to pay for the repair. I asked them why, and they replied that it was scratched and cracked.
Well, when I sent it to them, I had an invisible shield (a full body one, mind you) on it, and there nary a blemish on the screen. I told them this, and after a few days (and a couple more telephone calls), one of their managers had a technician examine it, found that it was fine, and said that they would fix it for free.
I received it on Monday, but didn't touch it until Wednesday because I was busy at work and waiting for the new invisible shield that I had ordered. When I used it, I noticed that they had removed the invisible shield, which I expected, but they hadn't fixed the stuck pixel! (Besides this, I had returned it to them with the original box, which they didn't send back to me)
So I called them last night and requested another repair. The representative asked me if they had charged my account for the shipping, and I answered truthfully that no, they had not charged me at all. I suppose that I am fortunate that they didn't, considering the other things they did. So now I am sending my Nexus One back two weeks after I returned it to them the first time, hoping that they will fix it properly, and without any argument.

HTC never charges you for return shipping. You only have to pay to ship it to them.

I am sorry you are having these troubles!
I successfully swapped my Nexus One due to a dead pixel within 3 days! I made a call on Day one at 11pm and by Day 3 at 8 am I had my replacement phone.

uansari1 said:
HTC never charges you for return shipping. You only have to pay to ship it to them.
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That's a bit crap, in the UK they email you a pre-paid shipping label.

I live in the U.S.A., and they sent me a prepaid shipping label. I'm just ticked off because I sent it to them, argued with them for four days, and they didn't even fix it, and two weeks later I need to send it right back. Plus it cost me another Invisible Shield.

Swap method is always better, faster, and easier. Plus, you get a new phone. Who doesn't love that?

They said that they couldn't swap it because it was too far (a few weeks) the purchase date. Maybe the person I spoke to didn't know what she was talking about. That's sort of my impression of the support division of the company, though I know I'm probably having an unrepresentative bad experience.

keet said:
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. .
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I think this is BS from HTC. I swapped my N1 after almost two months. They will put a hold on your credit card; if you can live with that the replacement is much faster than the repair.

I'll consider that if they don't fix it properly this time. I didn't want to swap it because of my engraving and the full-body invisible shield that I put on it, but if they don't fix it this time, I probably won't be willing to trust their repair department again.

I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..

I have a question. Did they release $28 after you got your 'repaired' phone?

bobdude5 said:
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
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I had a dead easy time with apple and my wife's 3G and her 3GS ... you walk in with the broken phone, they demand £150 (ish) for the repair which is always your fault. They then do an estimate and if its expensive (ie > £150) they turn round and say it's BER (beyond economical repair) and offer to sell you a new one. If it's a cheap fix (ie cracked glass) they repair it and pocket the £150.
Now that is customer service!
Other issues such as the 3G problem on the iPhone where it cascades from 3G to Edge to GRPS to No Service and the only way to get it back is to either power off or switch to airplane mode and back. Took it into two phone shops and then the Apple store in London and their solution? Turn off 3G.
Although their best to date is a macbook which I hardly ever use stopped charging. Rang up and they said bring it in to the Genius Bar in 2 weeks. I did, they then said it's warranty expired yesterday (13 days after I reported the fault) and refused to touch it. Demanded to see the manager said they would do me a favour and look at it for free as it was only 1 day outside warranty. They checked the battery and it had been charged 37 times in a year. The guy said this was quite heavy use and was a years worth and I would have to buy a new battery! Queue one massive kick off in the Apple store, resulting in them begrudgingly fitted a new battery!
Or the iMac 24" ATI I bought that crashed all the time, they gave me 3 units before I read on the internet that it was a software issue. I started running XP and voila ... sorted. Apple rolled out a fix quietly without telling anyone a month or so later.
Yes Apple support rocks!
All modern companies support sucks in some cases ... get used to it. Sell a million units and if you get 99% satisfaction you will get 10000 unhappy customers. Give them a platform to shout on and voila!
I bet not everyone gets Apple support like I do, some people probably can't believe how good they are.
Anyway, enough ranting, I wish google would fix the screen calibration issue although I only need to dab the power button and unlock it to fix mine.

keet said:
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. Maybe the person I spoke to didn't know what she was talking about. That's sort of my impression of the support division of the company, though I know I'm probably having an unrepresentative bad experience.
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HAHAHAHAHAHAHA!! Having worked in multiple call centers let me be the first to tell you that it's hard to find intelligence or common sense in them. I work in a call center for AT&T right now and I do work for the Vice President and Assistant Vice President because nobody else knows what they're doing. As soon as they realized that I had common sense and knowledge of technology they took me off of the phone, gave me a raise and converted me from Contractor to Employee. I asked my Director "Why do you let the managers hire people who are so ignorant" His reply was "I'm paying them $17/hr, I don't expect them to think. We have the information and tools set in place to think for them. If I wanted them to think then I would hire people with a higher intelligence and I would pay them more. Instead, I have people like you come up with tools and other things to think for them"
So this is why I hate when people say "I called T-Mobile and they said..." because that means nothing. You can get a different answer every time because most of them don't know the answer because your questions are above their level of intelligence. Now, I'm in no way saying that every person who works in a call center is an idiot. I'm saying that a large percentage of them do not understand anything about what they're troubleshooting.

I was reading a survey in P.C. Magazine about customers' ratings of the service and product quality from companies such as Apple, Toshiba, and Hewlett-Packard. They rated things such as the frequency with which hardware was found to be faulty soon after purchase, how easy it was to have it replaced, and other such topics. Apple did rank first overall, and Toshiba ranked second. This doesn't surprise me, since I have a ten year old Toshiba Tecra 8100 that still runs fine, though I've fixed the screen hinges.
H.T.C. was not in their listing, and I had never dealt with their support before. I replaced my X51v's screen myself after having it for three years and getting some water damage (I also replaced the backup battery later), and that's working fine now. I'm kind of nervous now -- I half expect my Nexus One to come back with real scratches on the screen, or more dead pixels, or some other problem that it didn't have before. After they already accused me of damaging it last time, I sort of wonder what they might damage to do with it this time -- something worse than sending it back unfixed.

jin1207 said:
I have a question. Did they release $28 after you got your 'repaired' phone?
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Yes, they did; they didn't charge me any money.

dumbestcrayon said:
HAHAHAHAHAHAHA!! Having worked in multiple call centers let me be the first to tell you that it's hard to find intelligence or common sense in them. I work in a call center for AT&T right now and I do work for the Vice President and Assistant Vice President because nobody else knows what they're doing. As soon as they realized that I had common sense and knowledge of technology they took me off of the phone, gave me a raise and converted me from Contractor to Employee. I asked my Director "Why do you let the managers hire people who are so ignorant" His reply was "I'm paying them $17/hr, I don't expect them to think. We have the information and tools set in place to think for them. If I wanted them to think then I would hire people with a higher intelligence and I would pay them more. Instead, I have people like you come up with tools and other things to think for them"
So this is why I hate when people say "I called T-Mobile and they said..." because that means nothing. You can get a different answer every time because most of them don't know the answer because your questions are above their level of intelligence. Now, I'm in no way saying that every person who works in a call center is an idiot. I'm saying that a large percentage of them do not understand anything about what they're troubleshooting.
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dwl, classic!! Are you also saying any one with great talking skills can get the job as customer rep too?

keet said:
Yes, they did; they didn't charge me any money.
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Thanks, buddy. I can let mine go to repairing.
Hope you get what you expect

I sent it back to them last Thursday, of course, and received a message on Monday saying that they had received it. Today, I received another message saying that they had completed their diagnostics, and guess what my option was? Pay for repair, just like last time! I sent a response asking why and called them, but all the morons in their customer service department could do was 'escalate' it, so I just sent a complaint to the Better Business Bureau.

bobdude5 said:
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
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I would be careful saying anything pro apple on this forum, lol.
I have been pretty lucky with both of my htc products so far. My N1 is great and so was my G1.

keet said:
I sent it back to them last Thursday, of course, and received a message on Monday saying that they had received it. Today, I received another message saying that they had completed their diagnostics, and guess what my option was? Pay for repair, just like last time! I sent a response asking why and called them, but all the morons in their customer service department could do was 'escalate' it, so I just sent a complaint to the Better Business Bureau.
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By chance did they answer your question? or at least tell you the results of the diagnostics and how much they charging?

nothing here move along

deleted , move along

TLTR !!!!!

I read it. Sorry to hear about your EVO man.
I got my EVO through Craigslist new in box because all the Sprint stores in my area who had them in stock wouldn't sell them to people not adding a new line of service. (Which is another story in and of itself)
When I brought it in to Sprint to activate they let me add insurance and told me that I'd still be covered under warranty for a year. I would be steamed if I was in your shoes too.
Thankfully I have a HW revision 0003 and my EVO hasn't yet to display any of the known issues.
http://www.engadget.com/2010/06/13/htc-evo-suffering-from-glass-separation-issues/

Just a short while ago I worked as a CSR for AT&T. Your friend got really lucky because 99.9% of the time a broken iPhone, even with a known issue, means you're SOL. In my experience, Sprint is much more flexible.

I mean you guys have any suggestions for me at this point? I know its just a phone and all but damn. i posted this on sprint forums, androidforums.com,xda, ppcgeeks, and of course my phone calls and visits to the repair center at MACOM

You bought the $7 plan for this very reason-- a more-than-likely behaviorally caused ding. (yes I read your post, but look at this from someone else's point of view. You had/used the phone how long before you saw this?)
Pony up the deductable and get a new phone. You realize you're costing yourself way more than $100 in grief and wasted time?
Lastly, just in case this is a defect and a recall is issued, keep your documentation on your calls to CS, claim filed, and out of pocket money. At that point you should be able to recoup your deductible among other things.

illogic6 said:
Just a short while ago I worked as a CSR for AT&T. Your friend got really lucky because 99.9% of the time a broken iPhone, even with a known issue, means you're SOL. In my experience, Sprint is much more flexible.
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Sure, bro. Sure.

00_MACKIE_00 said:
Ok, this is going to be a long post, full of detailed information regarding my purchase of an Evo. I will be posting this on every forum I am a member of and there are alot that I post on.
A buddy of mine contacted me to tell me he had bought an Evo on launch day from Best Buy. He activated it on 6/6/2010 from a Best Buy in Kentucky. He was told " The Evo has push to talk". Well he later found out that it did not in fact have push to talk and he needed that feature for his Sprint business account. He was outside his 30 day "happiness" window so he had to buy a different phone. He decided to put his Evo on Ebay and sell it to try and get some of his money back for his Evo purchase. He let me know he listed it on Ebay and provided me a link to it. I ended up winning the auction on 8/15/2010. I received the phone on 8/21 and received original box, original everything. Even had a cover. Phone looked and smelled BRAND new. I quickly called Sprint to activate it and within 10 min I was sporting my new Evo. Added my insurance/repair $7 dollar fee like I do with all my phones.
All was fine until 9/5/2010, I noticed on the bottom left of the screen over the home button, the screen appears lifted and a little dust had gotten under it. Ok no big deal to me at this point. I do keep my phones in mint condition but I was just going to monitor this situation. 13 days later is when I called Sprint asking for an explanation. I called the customer service line and explained the situation with the phone. They immediately started blaming me for it. I guess maybe they thought I used a screwdriver and lifted the screen, who knows. The girl told me she was in Charlotte, NC and that she had never heard of a screen separating from the adhesive and to go to the repair center.
On 9/17/2010, I went to MACOM here in Florida. A nice gentleman greeted me at the repair window and asked how he could help me. I said well I called customer service and explained to them that the phone screen seemed to be coming up and to pay you a visit so you could investigate. 4 screws later my Evo was in several pieces and then put back together. He asked me where I got the phone so I told him. He looked up my account and said "you’re inside your 30 day window according to the calendar here and you should go home and call customer service back". I told him I had no intention of being given a brand new phone. To me , that would be dishonest and I live by being honest and I teach my kids to be honest to people regardless of the situation. He handed me his business card, said call Sprint and call me back if you have problems. Seems he was trying to push me into a brand new Evo. I lay no blame on this guy; he was trying to do the right thing. He told me he could have it replaced but it would be a refurbished phone which I am ok with.
I arrive home on 9/17 from MACOM and about 7pm I start making some phone calls. I have been upfront with Sprint about the terms of my purchase. The first lady I spoke to said she understood my issue and that she would get someone on the phone to help me after we talked 10 minutes or so. She asked if I minded being put on hold and I said absolutely not. I waited for about 7 or 8 minutes or so and another lady got on the phone from a different department. I had a really hard time understanding what her name was, who she was with, etc etc due to the heavy accent. From what I could understand, she was from advanced exchange it sounded like. She asked for my telephone #, verified my pin and all that good stuff and asks me the reason for the call. I then had to go into the WHOLE story again. 10 minutes later she asked me where I bought the phone. I said I bought it off Ebay from a SPRINT customer, not some random power seller. She then told me well there is nothing she could do and that was there anything else she could do for me. I said I guess not and told her to have a lovely weekend. She then said I could always file a claim with Assurion and pay a $100 deductible for this obvious defect.
After speaking to my wife, I felt I needed to call back. Around 8:30pm or so I called back to customer service and once again explained the situation. I asked her over and over to tell me if I had done something wrong, or this was somehow my fault. She completely denied any knowledge of a screen separation issue and proceeded to tell me she was going to talk to her supervisor about it and placed me on hold. She came back on the line in short time and asked if it would be ok if I received a call back. I said ok and told the lady to have a nice evening. About 45 minutes or so later my phone rings. I go to answer it using the slider and because my screen is acting funny due to part of it being lifted, somehow the call was dropped and she left a voicemail and her name and phone number. I immediately called back off my house phone and received her voicemail. I left a message and asked that she call me right away. I have not received another phone call.
Remembering the conversation with MACOM, I woke up on 9/18, loaded up the kids and drove on over. The same gentleman was there again. He remembered me from the night before. I told him I had called customer service and had gotten nowhere. The tune quickly changed from ordering a refurbished phone to having to call his district manager but however the district manager was off and on his motorcycle for the day and it would be evening before he could have a chance to talk to him and it would be next week before he could get back to me. He was very nice and polite and told me to have a good rest of the weekend and he would get in touch with me.
Now that I have laid out the facts, I am now going to state my opinion on this. First off, Sprint denying the screen separation is a joke within itself. Searching on Google using the search criteria "evo screen separation" shows 6,700,00 results found. How could people not know about it that work for Sprint? The repair guy at MACOM had heard about it, but nobody else? How is that even possible? My next complaint is about the way I purchased it. If I was not tempted by all the Sprint commercials about the EVO and not being able to actually find one in Florida, I would not have had to go buy one of Ebay. I bought it from a valid Sprint customer not some guy on Ebay looking to make a few bucks. Sprint still should honor my purchase and either fix my phone or give me one that works, isn't that what I pay the TEP for?. I guess anyone who is buying either a barely used or brand new phone off Ebay should just stop doing it now before you run into a situation like what I am dealing with. I am a premier customer with Sprint; I have 3 lines as well so I consider myself an important customer. Plus it helps in the years I have had service, I have never missed a payment, been late, or anything. Sprint should not allow you to buy a phone from anywhere and activate it successfully if they do not want to honor an obvious manufacturing defect. This will not cost any money for Sprint to replace my phone because I am sure it would be sent back to HTC as a defect. I am not editing this post until there is a resolution so that the public sees what I have had to deal with. Once Sprint provides a resolution, I will then have this post removed and I will once again be a happy Sprint customer.
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I've had better luck. I was once placed in this exact situation. Brought my phone into Sprint to have it repair the lifting of screen. In-house techs repaired it, no questions asked (or blaming). One hour later, they called me back and issued me a new one, as their investigation determines hardware version 0002 was a manufature defect. Perhaps it's all based on locations, reps, your attitude towards them, etc. Where I'm from everyone one's laid back, reps are always friendly and don't really have to put up with too much of people's ****, because non really gives them **** to begin with. They even accept rooted phones too, where as I read that many other users have to unroot before bringing their phone into Sprint for replacement/repair.
If you don't mind paying a deductable ($100 max), call into customer service and request a replacement.
And to the dude who was previously on AT&T with iPhone, sure buddy. SURRRREEE. If you EVER had service with them, you of all people should know that AT&T & Apple will put you through hell. I should know, that's why I dropped AT&T & the iPhone 2G.

illogic6 said:
I read it. Sorry to hear about your EVO man.
I got my EVO through Craigslist new in box because all the Sprint stores in my area who had them in stock wouldn't sell them to people not adding a new line of service. (Which is another story in and of itself)
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That is actually illegal, they have to sell it to you, I actually did the same and had to mention that it is illegal to not sell it, after mentioning that they budged and sold it to me.
Back on your situation with your EVO, I would recommend posting on consumerist as that is more their territory. They have the phone numbers for executive customer support also, they WILL fix your issue ASAP. http://consumerist.com/2007/05/sprint-sets-up-consumerist-reader-executive-customer-service-hotline.html

tbh, I feel no simpathy since you being "honest" has nothing to do with the situation. You didn't steal the phone, the phone was defective therefore it's not like you were doing anything wrong. You should of returned it and gotten a replacement. There's been hundreds if not thousands of people that have done the same with the screen lifting issue.
Also if you didn't know before, google is based on keywords, it doesn't take the phrase and search for it. About 5million of those results were for the word "evo", other million were for "screen", and so on. Out of those results, only about 20-30 were for the evo issue. I've been doing SEO for a long time, so when it comes to google I know what I'm talking about.
Also sprint doesn't care if you took it apart, or if it came apart by itself, because they will tell you in the end to return it because of the issue. They know people do it, and it's perfectly okay, since you're not "cheating" anyone. The 30 day thing is made for a reason, it's not made for you to screw them over. Also the insurance that you put on the phone is made for a reason.
Either you're not telling the whole story, or you were too ignorant to return the phone.

Btw, side note for you. Check out the app TiKL for push to talk on your EVO.
sent from VooDooPhone

As a Sprint retention supersvisor, let me ask you something which I would have asked you if you were on my call. What makes you think SPRINT is responsible for a phone your purchased from somebody on Ebay wether it be a Sprint customer or not? You are LUCKY they even allow you to use TEP on a phone that was not purchased from them. Now, here's what we can do, make a claim, pay the $100 and have it replaced or go back to the store and speak with the idiot that told you to call in.
Let me put it in perspective for you, when your car breaks you take it to the mechanic right? You don't just call Ford and they fix it over the phone or send you out a new truck to your home. There is NOTHING someone over the phone can do, the repair center has to do it all, granted most the time they send you something over the phone or break policy it's to shut the customer up and get rid of them. The store has to fix it, if they can't fix it, make a claim for you through the warranty or asurion. I really don't understand why this is so hard to understand. And please don't take this the wrong way it is not an attack on you personally, but it is definitely an attack on what should be common sense.

6ixtynin9 said:
I've had better luck. I was once placed in this exact situation. Brought my phone into Sprint to have it repair the lifting of screen. In-house techs repaired it, no questions asked (or blaming). One hour later, they called me back and issued me a new one, as their investigation determines hardware version 0002 was a manufature defect. Perhaps it's all based on locations, reps, your attitude towards them, etc. Where I'm from everyone one's laid back, reps are always friendly and don't really have to put up with too much of people's ****, because non really gives them **** to begin with. They even accept rooted phones too, where as I read that many other users have to unroot before bringing their phone into Sprint for replacement/repair.
If you don't mind paying a deductable ($100 max), call into customer service and request a replacement.
And to the dude who was previously on AT&T with iPhone, sure buddy. SURRRREEE. If you EVER had service with them, you of all people should know that AT&T & Apple will put you through hell. I should know, that's why I dropped AT&T & the iPhone 2G.
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That is what he said, with AT&T you're **** out of luck

Asurion is terrible

I filed a claim 6 days ago and they have yet to ship my device. I am getting really frustrated with their service and will never get insurance through them again. This is the 6th time I have recieved the below email:
Dear Valued Customer
We understand how important your phone is to you and our goal is to get you reconnected as soon as possible. Unfortunately, due to supply constraints, we will not be able to ship your replacement HTC EVO today.
We are committed to working together with Sprint and other suppliers to procure these devices quickly, and will keep you updated daily on the status of your order.
Rest assured that as soon as these devices are available to Asurion, we will immediately fulfill your order. You can expect an email from us each day with information on your order until it ships; or you can always get the most up-to-date status at anytime by going to www.phoneclaim.com/sprint and tracking your claim online.
We apologize for the delay.
Regards,
Customer Satisfaction
Asurion Insurance Services

not their fault. htc evo's are sold out atm in most stores.
last time i checked, they were sold out online as well.

How can you hate a company for not having any stock? It really isn't their fault.
Now the real problem is they are charing for something they cannot provide. If anything, ask them to reimburse a month of insurance.
Sounds a little like fraud to me.

Agreed! I'm in the same boat. The crappy part is..what are we gonna do? They have what we need and complaining to Sprint won't really do much. I do know that reverting back to a windows mobile device is a pain in the @$$!

Last-Chance said:
not their fault. htc evo's are sold out atm in most stores.
last time i checked, they were sold out online as well.
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Actually it is their fault. I pay for the insurance with the understanding that I would get a device the next day and they are not meeting their end of the deal. That is most certianly their fault.

tgrgrd00 said:
Actually it is their fault. I pay for the insurance with the understanding that I would get a device the next day and they are not meeting their end of the deal. That is most certianly their fault.
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I agree with this, they could at least offer a loaner or some other way of compensation,not just be "your SOL till we get more EVO's"
I bet they'll still want that $100 deductible too.

Bielinsk said:
How can you hate a company for not having any stock? It really isn't their fault.
Now the real problem is they are charing for something they cannot provide. If anything, ask them to reimburse a month of insurance.
Sounds a little like fraud to me.
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I work for a production company so I don't want to hear about not having something in stock. If we don't have something in stock you know what happens? We lose customers and money. In our business that is unacceptable and almost NEVER happens. On the RARE occasion that is does happen the customer gets the product for FREE including shipping.
We value our customers and guarantees that we offer. Of course we also keep adequate inventory based on history and forecasts etc. Needless to say my insurance money will not be going to asurion in the future that is for sure.

I'm getting this message:
Thank you for checking the status of your claim. We know how important your device is to you.
We are doing all we can to obtain your device so that we can ship it to you as quickly as possible. Unfortunately, we still do not have your device in stock. It may take 7 to 10 business days from the time you completed your claim until the device is available. We will send you a tracking email as soon as it ships from our warehouse.
Please remember, for the most up-to-date information continue to check back here, on www.phoneclaim.com.
Note: The update displayed above is the most current data available. Our automated phone system and customer service representatives access the same information.
I miss my Evo. Good thing I have some old Sprint phones laying around and I at least have something to make calls/texts with.

rugedraw said:
I'm getting this message:
7 to 10 business days
www.phoneclaim.com
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Hey rugedraw...Yea I get the same thing when I check my claim online. What I posted above is what I get in my email everyday.
When I submitted my claim it said 5-7 days. It better not be 7 - 10 days now. Problem is there isn't anything we can do. I've called everyone and they all tell me to gfy.

agreed, not their fault. I've been quite impressed with them over the years. im sure if you want they will downgrade you and you can get a shift and i don't believe the agreement states you are guaranteed a replacement next day, even though that's how it usually goes.
Sent from my PC36100 using XDA Premium App

They told me 7-10 days off the bat when I called them last Thursday. I agree that they should do a better job of forecasting and keep more stock of the phones, and I also agree that there is nothing we can do but wait. I went to Orlando this weekend to take my kid to the Disney parks, and I missed my phone terribly on that road trip. It was torturous! lol

I've never had to file a claim in my life until I created a Family Plan. I recently had to file a claim for an HTC Evo Shift which was dropped in water by a person on my account during the first 30 days. I called insurance and it took them a week and a half to send a phone.
Reps try to sell you a dream in the store and say you get a phone shipped overnight no waiting whatsoever. I know it's far from the truth but I never imagined it would be that slow. The first claim on the HTC Shift replacement I had to fax an affidavit and my ID which I did promptly.
I think it's ridiculous and they already charge $2 more than AT&T does for the same service. It was a big deal because the user of that phone speaks Spanish and we constantly communicate back and forth since he needs rides sometimes. I hope I never have to go through it again. I'm keeping insurance on my lines for safe measure and hope they fix their way of doing business.

You guys are making me think I should just drop the insurance.
Between the $100 deductable, monthly fee and 10 day turn around it doesn't seem worth it and horror stories of refurbs.
I only ever keep a phone a year and HTC should cover defects for the first year.
I have never lost or dunked a phone. But I have dropped a few, but never bad enough to replace.

gqstatus0685 said:
I'm keeping insurance on my lines for safe measure and hope they fix their way of doing business.
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If you keep giving them your money they will have no reason to fix their way of doing business. I know I am going with someone else for my next phone purchase...that is for sure.

Gee, didn't any of you people hear about the big earthquake, tsunami, and nuclear power plant failure in Japan. Where do you think most of the chips for the phones come from?? Sony has 4 of their main plants shutdown. No automobiles are getting made. **** ain't going to get shipped if they can't make it. Maybe you should be more careful with you phones. Evos are out of stock everywhere. Its time to stop your whining!

mswlogo said:
You guys are making me think I should just drop the insurance.
Between the $100 deductable, monthly fee and 10 day turn around it doesn't seem worth it and horror stories of refurbs.
I only ever keep a phone a year and HTC should cover defects for the first year.
I have never lost or dunked a phone. But I have dropped a few, but never bad enough to replace.
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So, if you dropped your phone in a lake and had to get a replacement, you wouldn't mind paying the full retail price for a replacement instead of paying the deductible? This is why it is called "insurance". It covers what the manufacturer doesn't cover such as accidental breakage, lost or stolen phone, etc... I have it just for the piece of mind that if I do lose it or drop it in a river/lake, that I just pay the $100.00 and get a replacement instead of paying $500+ for a new one.

cruise350 said:
Gee, didn't any of you people hear about the big earthquake, tsunami, and nuclear power plant failure in Japan. Where do you think most of the chips for the phones come from?? Sony has 4 of their main plants shutdown. No automobiles are getting made. **** ain't going to get shipped if they can't make it. Maybe you should be more careful with you phones. Evos are out of stock everywhere. Its time to stop your whining!
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This
Sent from my Evo, ho!

cruise350 said:
Gee, didn't any of you people hear about the big earthquake, tsunami, and nuclear power plant failure in Japan. Where do you think most of the chips for the phones come from?? Sony has 4 of their main plants shutdown. No automobiles are getting made. **** ain't going to get shipped if they can't make it. Maybe you should be more careful with you phones. Evos are out of stock everywhere. Its time to stop your whining!
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I feel for the people over there...I really do. But it isn't my problem that Asurion doesn't have phones and I am not a happy customer. Besides we have a plant in Japan that is operational so it is not everywhere that is shut down. I might have a little patience if Asurion came out and actually said this is the problem...as of now I have had no explanation as to why they don't have my device. Just speculation from people like you.
Oh and it is easy to say to be more carefull with my phone. I babied that sucker and made one mistake and now I can't get my phone replaced by the company that I paid to replace it. Just hope you don't make that one little mistake. I will stop whining when I feel I have been made whole for what I have paid for with my hard earned money.

This is what really irritates me about customers. I understand that you bought a $500 device (in your mind, but you paid $200 for it). Yet at the same time, YOU damaged YOUR device, no matter if someone else did it or not.
When you filed the claim, you agreed to the terms. Yes, it says they will ship the new or comparable device to you overnight if supplies are available. You affixed your initials stating that you understand those terms, but decide to whine when it seemingly goes south.
Of course, I'd like to be able to fix every single customers phone and would love it if no one ever had to deal with Asurion again. It's more money in my pocket for the repair/exchange, plus it's a lot less hassle. At the same time, you get what you pay for. You pay the $7 a month for minimal inconvenience so that you won't have to pay full price for a new one.

In my case, the phone slid right out of the holster and onto the sidewalk. It wasn't even a "mistake" in the sense that I didn't drop it myself by being clumsy. Sometimes, **** happens. That's what we have insurance for. Not everyone has a back-up phone they can use like I did and a loaner is the LEAST they can do.
The whole Japan thing is just plain ridiculous. What does Japan's situation have to do with the refurbished phone they are going to send me? Are the phones for Asurion being sent to the eastern coast of Japan to be refurbished and then sent back to US for distribution? No.....they are getting broken phones from people like us, slapping a new screen/LCD on it, and sending it back to people like us. The parts to fix my phone are available on eBay from US sellers. The only people that would be affected by the Japan situation are people buying new phones; not people needing replacements.

Terrible Exchange Experience

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.
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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
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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.
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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.
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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.
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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.
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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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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
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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.
Sent from my SM-N930T using Tapatalk

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.