I bought my Evo at the shack. And I to am having screen separation. There are no phones in stock any where. So my dilemma is how do we get replacements if there are no phones at all in radio shacks inventory. I was thinking I should cancel out my line under the 30 worry free. Then restart my lineagain when they do comein stock again. Does anyone know if the shack will extend their 30 day policy??? And will anyone else be returning their phones until the stores have them in stock?
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Last I read someone said that a sprint rep at their 1800 number said that if the new, fixed evos weren't in within the 30 days, they would still let you exchange them. By no means an offical word and I'm unsure about the shack, but I'm in the same boat. Bought 3 on launch day from sprint.com, all have the screen sep problem and mine has a half blown speaker (front call one). They said to call up when sprint.com showed they had some in stock, but I've been checking several times a day and never seen that they had any in stock...
I would like to know this as well. Its coming up on the 30 day here soon enough and RadioShacks stock seems to be out all the time. I'll have to call Sprint and see whats up.
so what's our best option guys? cancel the contract and return the phone and start a new account when they have them on stock, or just wait, and get it replaced when its available and continue our 2year contract?
Yes you could exchange it back and tell them the problem if your 30 days almost over you have to sign a paper and give them your number so they know that you are waiting for a replacement and they will call you when they are in stock
GadgetViews said:
so what's our best option guys? cancel the contract and return the phone and start a new account when they have them on stock, or just wait, and get it replaced when its available and continue our 2year contract?
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I say we all call sprint and say we're canceling (which is a much better head ache for them), or they let us replace our bad units with new units after the 30 days, since obviously they haven't had any in stock and won't put me on a waiting list.
I called my local radio shack today, and they were aware of the screen seperation issue. The girl I spoke with was very polite, and took my name and number. She said they would call me when they receive stock, and the exchange would be no issue.
same issue here...I have called sprint and shack about a week ago to see what I could do..
Sprint said go back to shack and return it..as long as that I am reporting it BEFORE the 30 days I should be good whenever they are back in stock..she said she will make a note on my acct so everyone who looks up my sprint # will see it and she even offered up her emp ID# free of will (with out me asking for it), so she sounded like she knew what she was talking about
Called shack told them what sprint said and spoke to the mgr. They took my name down and # and said they will call me when they get them in and I can call them tues-thrus to check bc thats when they get their shipments...they also offered looking up other stores to see if they have any...
my screen lifting wasnt to bad in the beginning I just wanted a new one just in case but I gotta tell you guys it does get worst over time...when I push the home button I can "feel" the screen go back down...almost feels like a black berry storm ....
heres another thought though...no where on the box does it say 002 or 003...so you wont know what you get, till you get it...either way...we are all still under HTC warranty so but i cant imagine it being any easier getting a replacement from them.. but I think my shack store will do the right thing...or im calling their DM
Hrshycro said:
I say we all call sprint and say we're canceling (which is a much better head ache for them), or they let us replace our bad units with new units after the 30 days, since obviously they haven't had any in stock and won't put me on a waiting list.
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call customer service, that what i did, i complained that i went to 4 sprint stores to exchange my defective evo.but all of them are out of stock (which inst true, i just called them and ask if they have any evo in stock, all said no) so then i called customer service again telling that them i've drove to 4 sprint stores and all of them not having nything in stock, and of course they said sorry blah blah. so then i asked what if the evo were on stock again right.after my 30 day period.is up, they said oh don't worry about that ser, will waived that for you therefore if ur 30 day period is up we can still exchange ur defective Eco free of charge. Then I ended up talking to the customer service supervisor, probably because I called them 3 times already with the same issue hahaha, anyway she said were very sorry that all our evo are out of stock and then she said she will checked other Sprint stores (near my workplace) that I haven't been too and asked if they have any evo available and of course same answer "no evo here", then she asked if she can call me back so she can call other sprint stores (near my house) and see if they have it, then I said okay.....maybe less than an hour she called back...... saying that she called all the Sprint stores near my house and near my workplace and have them place my name on their waiting list, she even said to put me as a priority haha, anyways then she told me just wait for their call (from the Sprint stores) and check Sprint.com also if they have the evo available again, therefore they can just send me my evo if my local Sprint store still doesn't have it available
I called RS and talked to the manager. He said he would call when they got EVOs in stock. He told me not to worry about the 30 days since the phone is out of stock. He was cool about it. I told him about the problems they are having and I wanted one that is fixed not a 0002 or 0003. He understood and said no problem. My suggestion is to call the store and talk to the manager and tell him what's up. Tell him you want a newer version that has been fixed. You dont want to get stuck with a defective device after 30 days.
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so is the 30fps cap considered manufacturer defect and eligible for a exchange on the 30 days policy?
tommy96814 said:
so is the 30fps cap considered manufacturer defect and eligible for a exchange on the 30 days policy?
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No only screen separation buddy, the 30 fps cap, will be fixed over an ota update, probably next week according to engadget
I was wondering the same EXACT thing! I've been given vague, nonchalant responses that were giving me the feeling they were purposely holding off until my warranty expires so they don't lose out on a phone to sell instead of swapping one out. My plan was to just call customer service and make SURE the manager of RS took note of it. I see other people did that as well, so it should work. Just make sure 100% that they took note of your issue so they don't catch amnesia when the time comes.
GadgetViews said:
No only screen separation buddy, the 30 fps cap, will be fixed over an ota update, probably next week according to engadget
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Whoa whoa whoa, the fix coming next week is not for the 30 fps cap. It's for the touchscreen responsiveness and WiFi reception I believe.
eagle63 said:
Whoa whoa whoa, the fix coming next week is not for the 30 fps cap. It's for the touchscreen responsiveness and WiFi reception I believe.
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Oops my bad, but I read somewhere that the 30fps issue can be fixed by a software update , who knows......
I actually was in the same situation. A bit complicated for me.but hopefully it goes smoother for you.
Went to radio shack, the shift manager said he couldn't do anything and that I had to call sprint.
I call Sprint they said I have to go to place I bought the phone from no exceptions. And that if I order the exchange.before my 30 days and don't get it till after the 30 I won't get.charged.
Back to the shack, hoping to speak to store manager since shift manager wasn't helping and I know the manager from when I bought my phone. Called earlier and.shift manager said manager would be there til 6. I come in at 530 and he tells me the manager left and again says he can't do anything and on top of that, he said that they don't do exchanges off the bat because they "aren't Sprint." I was extremely upset and ended.up calling the district office.
I left a voicemail and in the mean time called Sprint and asked for account services (which was management level) who right away suggested I threaten to cancel so they lose commissions but only as last resort. Also that unless its in writing I shouldn't assume ill get the phone without charge after 30 days like the first level of support. At this point I was extremely happy with Sprints response.
I got a call back from a lady (from district office) who within LITERALLY 2 minutes said I will be getting a phone within 7-10 days and I would be getting a call from the radio shack I went to. She didn't even ask for an explanation because of my voicemail complaint. She also said she would submit a complaint right away to the district manager about the incompetence of the shift manager. Regarding my call back I requested the store manager to call to avoid any more problems so that's all I'm waiting on hopefully tomorrow that happens.
That's the current story of my life! Sorry this is messy I'm still getting used to this keyboard!
If you want more detail about a specific event ill be happy to answer. I recommend calling district the moment the radio shack stores say they can't do anything or don't attempt to do anything.
Hope this helps!
-Rip
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My screen can be unresponsive if the device is laid down. That is my reasoning for exchanging the device IF it is fixed in future devices and not via OTA. I just want to be prepared if the update doesn't fix the problem. If it does then I may do nothing. Just didn't want to wait till day 31 to call RS.
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If you call your sprint store and tell them you want to start a new account, all the sudden they will have one. I tried with multiple stores. Its pretty ****ty, they won't exchange defective ones before selling more. Its all about the bottom line not people.
Same here plus some flickering and light leakage. My need to exchange is just to be safe newer batches may have some fixed hardware but that's not guarantees either. I guess doing it for peace of mind.
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adelaney said:
If you call your sprint store and tell them you want to start a new account, all the sudden they will have one. I tried with multiple stores. Its pretty ****ty, they won't exchange defective ones before selling more. Its all about the bottom line not people.
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I think the best way to know if they have it ,is to ASK them if they have any evo's available right away as soon as they answer your call, if they ask if are a new customer or a customer that wants to return ur defective evo, tell them "answer my question first"
Related
My EVO has screen separation issue. I brought it to Radio Shack. The manager acted as if there's nothing wrong with my phone and told me to bring it to a Sprint store. I brought it to Sprint and they said the same thing. The rep also said that if I really want it replaced that I should go through the insurance route in which I have to pay a hundred bucks for replacement. Any suggestion on what to do next?
Tell sprint you like the droid x and will be returning your phone and canceling their service.
jewelbaluyut said:
My EVO has screen separation issue. I brought it to Radio Shack. The manager acted as if there's nothing wrong with my phone and told me to bring it to a Sprint store. I brought it to Sprint and they said the same thing. The rep also said that if I really want it replaced that I should go through the insurance route in which I have to pay a hundred bucks for replacement. Any suggestion on what to do next?
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This is what you make of your first post?
I am sure we are missing some of the story. Where did you buy it from and why would the store you didn't buy it from replace it?
My rep at RS has not seen my phone and I said it had some minor and I mean minor light leak. She offered already to replace it without question once she gets some in.
Call Sprint Customer Service and ask them what they would do with the situation. They can best help you.
I'm not sure about radio shack policy and if you get the 30-day sprint guarantee when you buy through radio shack or what.
But the phone is under warranty at a minimum of 30 days and you should be able to get a BRAND NEW not refurbished replacement in that time. Considering HTC acknowledged it as a problem with the device, you're entitled to a replacement.
Here's what you do, go into radio shack or sprint (not sure who will actually replace your phone, probably radio shack)
Anyway, while you're there call the radio shack/sprint tech support/help line (this will probably work best for sprint). While in the store, explain the situation to the tech support rep and then hand the phone over to the sprint rep who said you can't get a replacement.
I've done this before (not with sprint but with verizon) and they said it happens all the time (local store reps giving problems about exchanges and what not)
That's one reason I bought through the sprint store instead of somewhere else (like radio shack or best buy) - because I'm more comfortable dealing with sprint about those issues than one of those entities
I'm going tomorrow to the sprint store to show them the light leak and get a replacement, if they say no for any reason there's going to be a problem (i called and they said something about repair center) - I definitely don't want a refurbished one considering I paid for a brand new one.
did you treat your phone like crap and now its all scratched looking like crap and your claiming that you want a new phone because of the separation issue that really isnt all that bad.. as a radio shack manager id prolly tell you no also.. yeah, guessing there is more to the story than what you are saying... how but some pics of the phone with the separation issue without actually trying to pry it open even more!! im not accusing you of anything just saying as a manager there are times to say no and if a dude try replacing a phone that he treated like crap then id say no
Sorry about my not so detailed post. I guess because I was furious when I was writing it. Anyway, I got the phone from Radio Shack.
Like my previous phones I treat my EVO like a baby. It looks as good as new except for the light leakage.
Radio Shack exchanged mine yesterday with the screen deportation issue and all. I just had to reserve one.
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chrsosnds said:
Radio Shack exchanged mine yesterday with the screen deportation issue and all. I just had to reserve one.
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Your screen got deported? That sounds worse than screen separation. How are you able to use your phone without a screen?
jewelbaluyut said:
My EVO has screen separation issue. I brought it to Radio Shack. The manager acted as if there's nothing wrong with my phone and told me to bring it to a Sprint store. I brought it to Sprint and they said the same thing. The rep also said that if I really want it replaced that I should go through the insurance route in which I have to pay a hundred bucks for replacement. Any suggestion on what to do next?
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Go to a different store. Or if you are still under the original 30 days cancel it. And don't complain about things that some people will consider cosmetic. Tell them you don't get 4G where you use your phone most.
I'll probably just return it to this particular Radio Shack store and get a refund. It's my first time to purchase a phone from Radio Shack. I will never do business with them again because they didn't treat me well. Even the RS guys who posted in this thread doesn't appear to be friendly. That's just my opinion though.
I had the exact same situation... bought it from RS, tried to return it to the RS with similar issues, and they told me they have none in stock and can't really replace it in a reasonable time frame and suggested I try a sprint repair center. I went there, and they told me they can't do anything under 30 days if not bought from sprint. They said that RS is required to replace the phone with a new one if it's within 30 days and if they are out of stock, they have to put you at the top of the list for the backorder. If they don't comply, they told me to report the store to sprint. Hope that helps!
blix1337 said:
I had the exact same situation... bought it from RS, tried to return it to the RS with similar issues, and they told me they have none in stock and can't really replace it in a reasonable time frame and suggested I try a sprint repair center. I went there, and they told me they can't do anything under 30 days if not bought from sprint. They said that RS is required to replace the phone with a new one if it's within 30 days and if they are out of stock, they have to put you at the top of the list for the backorder. If they don't comply, they told me to report the store to sprint. Hope that helps!
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I called Sprint and told them about my issues with the phone, and the rep went ahead and called up the Radio Shack where I got my EVO from, and pushed my name to the top of their waiting list. So whenever my store gets more EVO's in, they will be giving me a call to come pick it up. My 30 days are almost up, but even if this happens to go past the 30 days, the Sprint rep says I just need to call her back and they will go ahead and reimburse or sort out whatever needs to be sorted out. Sprint has been incredibly helpful, and this particular rep has been consistently following up with me and keeping in close contact with me, Sprint corporate, and the Radio Shack store. She has been nothing short of amazing.
By far, this is the best customer service experience I have ever had. Period.
Call the your Radio Shack district office. The shift manager at mine was a tool and didnt know what to even do. I called district and was immediately told is I will getting a new evo within 7 days (which is today!). This was after radio shack sent me to sprint and then sprint sent me back. Radio shack honors the sprint 30 day policy, a lot of employees just don't want to do the work. My story is a bit longer but you just need the district office part.
-rip
Sent from my HTC Evo 4G
I just had this problem with a sprint store telling me they were not allowed to exchange evo's they admitted they had them in stock but were only for new customers. I called Sprints retention department, long story short the store manager was called by the agent and instructed to replace my phone with a new one.
I bought a phone from radio shack once while I was with AT&T will never do again, had to exchange phone for a broken charger port and they insisted they where not able exchange phones (LG NEON) or accept returns the Radio Shack manager then deleted all my internet and text messaging plan from my account. Thankfully an ATT Corporate store manager saw this and felt so bad about how I was treated they gave me a phone from there inventory.
prjkthack said:
I called Sprint and told them about my issues with the phone, and the rep went ahead and called up the Radio Shack where I got my EVO from, and pushed my name to the top of their waiting list. So whenever my store gets more EVO's in, they will be giving me a call to come pick it up. My 30 days are almost up, but even if this happens to go past the 30 days, the Sprint rep says I just need to call her back and they will go ahead and reimburse or sort out whatever needs to be sorted out. Sprint has been incredibly helpful, and this particular rep has been consistently following up with me and keeping in close contact with me, Sprint corporate, and the Radio Shack store. She has been nothing short of amazing.
By far, this is the best customer service experience I have ever had. Period.
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As one of the posters I've read from another thread says, "Have them put that in writing." Not the exact quote but you get my drift.
jewelbaluyut said:
My EVO has screen separation issue. I brought it to Radio Shack. The manager acted as if there's nothing wrong with my phone and told me to bring it to a Sprint store. I brought it to Sprint and they said the same thing. The rep also said that if I really want it replaced that I should go through the insurance route in which I have to pay a hundred bucks for replacement. Any suggestion on what to do next?
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$100 Bucks? the insurance says $50, they're ripping you off.
the fee for a smart phone like the evo is $100 not $50.
I'm a Radioshack manager and I can tell you they can and should swap you phones for that issue. They don't tell you this, but they can swap phones up to 90 days without any type of insurance. It's a part of the regular return policy. They would just rather you not do it, but will to keep customers happy. Assuming the manager running the store isn't a jackass. In which case, take it up with the district office. A defect is a defect and should be taken care of, regardless of what type of product it is.
Tell sprint you like the droid x and will be returning your phone and canceling their service.
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+1
Anyway, while you're there call the radio shack/sprint tech support/help line (this will probably work best for sprint). While in the store, explain the situation to the tech support rep and then hand the phone over to the sprint rep who said you can't get a replacement.
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+1
did you treat your phone like crap and now its all scratched looking like crap and your claiming that you want a new phone because of the separation issue that really isnt all that bad.. as a radio shack manager id prolly tell you no also.. yeah, guessing there is more to the story than what you are saying... how but some pics of the phone with the separation issue without actually trying to pry it open even more!! im not accusing you of anything just saying as a manager there are times to say no and if a dude try replacing a phone that he treated like crap then id say no
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irrelevant. the phone has screen separation issue, warrants replacement whether op decided to baby his their phone or not.
Do no claim insurance, do got get it repaired. do not get a refurbished phone. you entitled to a new replacment with 30 days. if they won't replace it, threaten to cancel your service.
Okay, so 3 evos bought from sprint.com on launch day.
3 all have light leakage; mine is really bad and also sounds like they're talking though a kazoo!
Called sprint 1800, they said that a sprint store had to put a note on my account.
Went to the closest store they told me could put a note on my account, that store said they couldn't for the evo as it was to new, so they sent me to another store, which was just like the frist one, and the second one sent me farther up the road to the corp store. The corp store said that since we were new custs, we didn't need a note on our account that they should have just sent up 3 new phones without questions, but they put a note just in case.
Came home, called sprint back up, the guy said that they couldn't send 3 new phones out to us because they didn't have any in stock, and to call back when sprint.com had more in stock.
Sprint.com has them in stock, so I called back first thing this morning (2.5 weeks later) and the guy is ready to send them to us, but then he says oh, you have a new account, you have to take them to the store and get new ones because until you're a cust for 3 months we can't bill anything extra to your card.
They sure have some dumbasses working for them.
I want one of the new ones from sprint.com, not the old ones from the sprint store.
Called the sprint store and they said that they have a huge waiting list for when they get more phones in and to call back and get a different person on sprint 1800. :|
I think someone should look into HTC's QA procedures..
Mine has light leakage too, but for 3 of them? Super bad batch lol.
TBH though, it's hard enough to get 1 of these phones.
Did you really think you'd be able to show up at sprint and replace 3 of them at once??
topdnbass said:
I think someone should look into HTC's QA procedures..
Mine has light leakage too, but for 3 of them? Super bad batch lol.
TBH though, it's hard enough to get 1 of these phones.
Did you really think you'd be able to show up at sprint and replace 3 of them at once??
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No, I expected sprint.com to send me 3 new ones like they said they would. They said (over 2 weeks ago) to call them back when sprint.com had more phones in, well this is the first time they have in weeks, so I called back and the guy said that since we were a new customer, that wed have to exchange them at the sprint store.
:|
Hrshycro said:
No, I expected sprint.com to send me 3 new ones like they said they would. They said (over 2 weeks ago) to call them back when sprint.com had more phones in, well this is the first time they have in weeks, so I called back and the guy said that since we were a new customer, that wed have to exchange them at the sprint store.
:|
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Im sorry to hear about your issue, try and call in to account services and demand replacements or cancel. Worst case is and I do know that it would be easier said then done but CANCEL. If you can get them from RS or BB, you would end up saving some money too. I called in and spoke with Tech Support and they sent me a replacement without the fussed.
I bought mine from Radio Shack n my phone has a faulty camera. I've been trying to exchange mine for two weeks n it's been a nightmare for me too. I called sprint customer service n they told me that anyone who demands a replacement now will receive a refurbished phone and to cancel my account with RS n order from Best Buy... So I called BB n of course they said they have no available pre-orders left. So my only option now is to cancel my acct with RS n wait til new Evos will be in stock everywhere (in 3 years lol). Waaack
similar
same thing happened to me. mine has minimal backlight leaking under the home key (now its starting to shine under the other three soft keys) anyway...i went to the corporate store so they could note my account. then for a so called "device exchange" (online orders support) sends me an exchange kit, in which i am to mail my current device when i receive the new one, wich could go past my 30 day thing, wich became irrelevant because the "note" on my account ment that even if the device is on backorder as soon as it becomes available it gets shipped out to me at no cost (LIE) in order for online sales support to send me out a new one i have to pay for it so bassically i return the first device they credit my card back this is also called a refund in most cases. but they call this an "exchange". after paying another $350 they would send out the replacement.
at that point i told the rep, cancel everything because im not paying another $350 so they could send me a device when it becomes in stock. i told her i would contact htc and have this taken care of under the manufactures warranty free of charge. she said she had to check with her supervisors. which she did and she agreed. case closed, i will wait past my 30 day probably around september ill contact htc and have them replace my evo for a mint one because of screen separation from improper manufacturing.
realKURE said:
I bought mine from Radio Shack n my phone has a faulty camera. I've been trying to exchange mine for two weeks n it's been a nightmare for me too. I called sprint customer service n they told me that anyone who demands a replacement now will receive a refurbished phone and to cancel my account with RS n order from Best Buy... So I called BB n of course they said they have no available pre-orders left. So my only option now is to cancel my acct with RS n wait til new Evos will be in stock everywhere (in 3 years lol). Waaack
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actually sprint dot com gets batches every week(dont quote me). as soon as the warehouse gets them in stock they ship out to those who are put on the so called "list"
Oh god. >.<
I started this process today and am already getting the shaft/run around.
Corporate stores is near me so I'll go there directly, and I've been a customer for well over 3 months, and I don't mind waiting for a new batch to come in, so I should have no problem right?
Well I'm going to call back tomorrow until I get someone that knows what the hell they're doing.
If nothing works, will cancel, or I'll threaten to cancel and cause them more headache in the end. I want a new phone and if they don't give me 3 new ones, then they're worse than att.
I'll email the prez office and start *****in.
The corp store said that since we were new custs, they didn't even need a note on the account in the first place. So the people are order support are either dumbasses or don't want to exchange them, so they give you the run around.
To all the forum readers. First off this is my first post so b kind please. A friend of mine had a similar problem with Verizon. He tried and tried to get his problem resolved with them directly. After having no luck, he called the consumer protection agency. They in turn contacted verizon. After a week, they filed a lawsuit against verizon and within a week verizon had his problem resolved. I dont know if this could help you guys out but thought i would throw it out there anyway. Hope this helps. Unguided
I would just cancel while you're in your 30 days. Obviously the local Sprint stores in your area suck and have terrible customer service..
Don't be stuck with 3 phones you find defective. at the point you're at now i dont even think i would try to exchange anymore. i would just walk in and cancel.
maybe its a blessing in disguise and you will end up with a nicer phone a little later on.
Ok guys.. I've been on the same boat for the past 3 weeks... I got my evo from RS on launch day. I've had dead pixels and screen separation. I finally got a call from store manager today saying that Evos are still on backorder but Sprint has released a few for new customers with issues... cmon guys you have to understand that Sprint is dependant on HTC for these devices..HTC is to blame here. We shouts get Consumer agency on their arse. This QA is really hurting their pockets too. I'd rather wait a month and get a fully repaired evo, instead of a crappy fast fix... Look at the bright side at least we don't have to hold our phones a certain way in order to make a call... lol
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The sprint store I went to offered me a refurb or said i need to go out to one of the sprint repair centers. (went to return the evo because of the light leak and screen lag)
Called sprint tech support, explained the situation. He put me on hold while he called the store, then came back on the phone and said the store manager has a new one for me I could pick up before they close.
Anyway, as I was walking in he opened the cabinet and pulled out a new one and set in on the counter, then set it all up and I did the exchange
The sprint store people there are not very personable. They don't strike me as the best type of people to be giving support.
Anyway, I'm happy yet again
The one I got is an 003 novatek, doesnt have light leak yet . The other line we got on launch day is an 003 epson (i think it's an epson because it looks very different from mine, although i haven't actually checked dmesg) - and that has no light leak issues like mine did.
Just offer to make the sprint guy one of those badass carbon fiber covers you're pimpin maybe you get a nice discount code thrown on your account too
Well, on January 19th I cracked the screen on my Epic when it fell off my truck. It's been at best buy since then, well they finally called me today to tell me they're junking it out and they have a replacement ready for me.
Well, I live in upstate NY and have been in Chicago all week, so hearing that voicemail today I got all excited and went straight to the store to pick up my new Epic (Ready to throw my old stand in Hero against the wall). I get to the store and they don't have any in stock! Idiots...so after 30 minutes on the phone, i'm going to another store aobut 15 miles away to pick up a new Epic...FINALLY!
Just would advise anyone thinking of Best Buy as your insurer to think twice...I know I'll most likely cancel this service as soon as I receive my new Epic. I'm sure many people have had great experiences with them, but this has totally turned me off...geek squad is a joke as they don't know what they are doing and they each seem to have their own take on what their policy is.
well, i'll shut up and look forward to getting back into the fun with my Epic again....I miss this sooo much!
Chris
Over a month for a replacement? LOL
Thanks for the heads up on Best buy. I'm on my third Epic and the turn around at the Sprint store was always one day.
Dude stick with the sprint insurance. I went through 2 phones and both times got them the very next day.
Definitely going the Sprint route next time around. BB is a joke, the Geek Squad in store staff is terrible as they don't even know their own policy...One of the PT girls in the mobile department was the one who told me to call their 800 number because they should be replacing the phone after 30 days. It bothers me that the only person who is of help is a college girl who I imagine works part time...I'm definately going to find the store manager and her mobile manager to thank her for her help....as for their geek sqaud, they can eat it!
Chris....oh yeah, can I start up sprint insurance at this point? Not getting the phone from sprint?
I cracked my screen too a couple days ago at 6pm I made my insurance claim. I had a new phone at my door by 10 am. So fn nice.
Epic 4g
At least you got a brand new phone. I love the price and turn around on my Sprint insurance, but I'm about to recieve my 3rd refurb because the previous two had hardware defects. At this point I'd wet myself if someone told me I could have and actual, new phone.
Sent from my SPH-D700 using XDA App
After the fourth you can.
styckx said:
Over a month for a replacement? LOL
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That's what I was thinking....wow. I have never bought a cellphone from best buy but is this normal for them? I have only bought computers from them. Just from my experience with best buy and a laptop I use to have I will never let geak squad touch anything of mine and won't buy their insurance
Sent from my EB13 Samsung Epic
The thing to realize about the best buy "black tie" insurance is that no matter what you do to your phone they'll either repair it or give you a new one no questions asked or fees charged, one month turn around excluded it's a pretty great idea.
The idea is great, but the execution is extremely poor...as in the right hand doesn't know what the left is doing.
I store near me seems to be one of the worst, from reviews I've read of the location.
I stopped by their store on monday to see, since that was the day AFTER it was promised to be ready on my invoice...nothing. BUT they promised to escalate with an email (more on that later).
The next day I left for Chicago to visit some family, and the first thing I did on wednesday morning was stop by a local best buy out there, heck there were 2 within 2 miles of where I was staying.
The store I stopped into was somewhat helpful, more so than my home store...they geek that looked at my info said he could escalate the case, but couldn't exchange in their store since the work order wasn't generated in their store...when he offered to escalate with an email I told him that was done 2 days ago...he pulled up the screen and said nothing was in the system, and generated an email to escalate.
Even after calling their 800 number minutes later to get clarification on their policy of handsets being replaced in the homestore, the lady on the phone pulled up the file and said "oh you were just in our chicago store" noting the excalation...I asked her if there was one from my home store, she said nope!
A-holes!
On paper this plan is well worth it, the problem is execution!
Chris
I guess the question then is, do the new epics come loaded with eb13 or di18?
this is a little off topic but best buy insurance sucks i had a laptop that stayed there for a month and got it back and half of the problems sitll there they fixed my screen but i had no sound though the audio ports and battery lasted for 10 mins... so i just ordered the parts (ebay) myself and fixed it myself
Black tie definitely sucks! My wife and I both have epics, she has black tie and I have the TEP. Well she dropped her phone a while back and cracked the screen, took it to best buy for repair. It took them over a month for it to get repaired. The idiots sent it off with the wrong serial number, so the repair shop sent it right on back. She sent it off in November and didn't get it until past the new year...
If you need a loaner phone from them while it gets repaired, you'll have to pay a $100 to use that loaner phone. Sure you'll get it back when you return the phone but what's the point of paying 10 a month?
I on the other hand, had issues with my headphone jack, went into the sprint store and right then and there they tried fixing my phone. It coudln't be fixed on site, so they just gave me a new phone. I was in the store for just about an hour. It's the way to go.
One more thing the TEP covers that Black Tie doesn't is lost or theft. If you lose your phone, your screwed under black tie. Under the TEP, you'll have to pay the $100 deductible, but at least you won't have to rebuy the phone at full price. She's switching over to TEP for sure now. Just like the previous poster stated, great idea, poor execution...
cswee1932 said:
Definitely going the Sprint route next time around. BB is a joke, the Geek Squad in store staff is terrible as they don't even know their own policy...One of the PT girls in the mobile department was the one who told me to call their 800 number because they should be replacing the phone after 30 days. It bothers me that the only person who is of help is a college girl who I imagine works part time...I'm definately going to find the store manager and her mobile manager to thank her for her help....
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Was she hot?
Jayavarman said:
Was she hot?
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Actually she is! But she also was more help than the people who should know more than her!
On a side note, the store is near the state university, that should also answer your question.
Chris
Jayavarman said:
Was she hot?
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Actually she is! But she also was more help than the people who should know more than her!
On a side note, the store is near the state university, that should also answer your question.
Chris
063_XOBX said:
After the fourth you can.
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Is this directed at me? Please do explain!
I have had the bb black tie for years now any issues with any phone they just give me a new one. Plus I got my epic for 10.24 the cost of the black tie. For me its been great kind of like getting upgraded phones for free. And im still up for a sprint 2 year upgrade on 11-11-11.
Sent from my SPH-D700 using XDA App
Several people were asking what comes with the Charge that is being offered as replacement and what do you have to send back. Here is a list of each item that i received today from big red.
In my Fed Ex box, i found a new droid charge kit (the box they come in new) and the activation guide for 4g phones.
In the Charge kit, i found a user manual, the new device, battery, AC ->USB adapter with a USB sync cable (yay!), and a $25 samsung media hub credit code. The phone DOES have the preinstalled 32gb sd card included!
What is NOT included is the 4gLTE sim card. You have to go to the corporate store for one of these. They will put it in for you and assist you in re adding your google account.
The agent stated that you are NOT required to return your old SD Card or any cases or accessories. I asked if they required the used battery and phone backing (you keep them with normal replacements) and she could not give me an answer.
I have to say that i am more than pleased with this offer and am very satisfied myself. Hope this helps!
I had a dream last night that i switched to a charge and it was shaped like a pair of binoculars and had huge push buttons everywhere on it.
CM7/Glitch ML 1.5ghz/Steel Blue tapatalkin
bobthesalesclerk said:
I had a dream last night that i switched to a charge and it was shaped like a pair of binoculars and had huge push buttons everywhere on it.
CM7/Glitch ML 1.5ghz/Steel Blue tapatalkin
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LMAO its not the most attractive device.
foister82 said:
What is NOT included is the 4gLTE sim card. You have to go to the corporate store for one of these. They will put it in for you and assist you in re adding your google account.
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Just an FYI, my closest corporate store is ~45 miles away. I called my nearest 3rd party store (Wireless Zone) and they sold me the 4gLTE sim card for $5, and activated it. It would have been free at the VZW store, but not worth the 90 mile round trip in my case.
I understand a majority of you guys got your fascinates through verizon. But i purchased mine through best buy when they had the fascinate for 150$ promotion.
I too get missed calls and other issues but i can bet best buy is not as willing to replace products for free. Is there anyway i can get verizon to supply me with a new phone since it is their radio that is the issue here? Thanks for any input !:
if you got your fassy on contract it will have a 1 year manufacturers warranty. I have heard though that if you call tier 2 and complain enough they will offer you at the least a incredible 2 or dx2 no matter where you got your fassy... worth a shot either way
I bought mine through eBay roughly 2 months ago and they never once asked how I purchased it. They were really apologetic and asked if I was interested in a different device or to wait until an update was put out later this month. Of course I took the new phone
I wasn't aware the charge was being offered as a replacement. I called several times earlier this month and was repeatedly offered a refurbished fascinate.
Sent from my I500 using XDA App
PeterGunz said:
I wasn't aware the charge was being offered as a replacement. I called several times earlier this month and was repeatedly offered a refurbished fascinate.
Sent from my I500 using XDA App
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I think they made it a policy to replace with other models on 7/8. Its pretty amazing that they'd even replace with such new models.
tk1o48 said:
I understand a majority of you guys got your fascinates through verizon. But i purchased mine through best buy when they had the fascinate for 150$ promotion.
I too get missed calls and other issues but i can bet best buy is not as willing to replace products for free. Is there anyway i can get verizon to supply me with a new phone since it is their radio that is the issue here? Thanks for any input !:
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I bought mine at Best Buy on Black Friday and they allowed me to do the replacement. The second time I called to tell them which phone I wanted, the woman told me that they could only replace it with another Fascinate, now that they were back in stock. So I rejected the replacement and called back, got a different rep who honored the original offer. I took the Inc2. Don't really like the look of the Charge even though I love the screen and potential 32GB card (lol), but we don't have 4G where I live and since it doesn't extend your contract, I figured its still a nice deal.
Called today with the dropped call complaint, immediately offered my choice of the three...heading to the store to finish up my "order" on the charge today!
Sent from my SCH-I500 using Tapatalk
So if yall are getting inc 2's and charges as replacements and say your upgrade date is in 2 months, could you still upgrade to something else?
woolster22 said:
Called today with the dropped call complaint, immediately offered my choice of the three...heading to the store to finish up my "order" on the charge today!
Sent from my SCH-I500 using Tapatalk
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same.
Charge will be here on Wednesday (approximately).
Got my charge ordered today, be here tuesday.
Sent from my I500 using XDA App
For those of you getting the Charge, what exactly did you say to them? Just, "I'm having dropped call issues."? From my past experiences they will want you to do three hundred other things and then tell you to see how it does for a few days and call back if it happens again. Was it really as simple as "I am having dropped calls a lot, several times a day" and they go "ok how about a Droid charge"?
jamesnmandy said:
For those of you getting the Charge, what exactly did you say to them? Just, "I'm having dropped call issues."? From my past experiences they will want you to do three hundred other things and then tell you to see how it does for a few days and call back if it happens again. Was it really as simple as "I am having dropped calls a lot, several times a day" and they go "ok how about a Droid charge"?
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First tier will probably wanna do some basic troubleshooting like *228 and battery pulls or resets, just keep insisting politely that you've done all this (do it if they keep saying they want you to) and are still having problems but don't push for a new phone... You should get transferred to tier 2 (you may have to ask to go higher, ask them if there's anything else a different higher level rep can do), once you reach tier 2 they should've been told of your problems and will ask if you would like a replacement phone. You may hit snags where they ask you to go into a store to check the phone out or they may ask you questions about the build/baseband you're on, if so just comply and call back if they deny you. This is how my phone call went: I told the first CS rep about the usual problems missed calls, gps lock problems, poor signal strength etc. then she proceeded to have me do the *228 update (was on EB01 when I called I believe). It wouldn't update so she immediately told me to hold while she transferred me to tier 2 and told them about my issues. Tier 2 guy answered and right off the bat offered to replace my phone with another one, I asked 'like what?' and he named off the Dinc2, X2, and Charge. The rest is obvious...
It depends on the rep you get. Some say they have to troubleshoot it with you, even if there are notes that you have already done so. The first rep I spoke to, told me that she could only replace it with another Fascinate. I declined and called back. It was with the second rep that I was given the choices. It all depends on if the rep you speak with knows about the problems with the phone.
anoninja118 said:
First tier will probably wanna do some basic troubleshooting like *228 and battery pulls or resets, just keep insisting politely that you've done all this (do it if they keep saying they want you to) and are still having problems but don't push for a new phone... You should get transferred to tier 2 (you may have to ask to go higher, ask them if there's anything else a different higher level rep can do), once you reach tier 2 they should've been told of your problems and will ask if you would like a replacement phone. You may hit snags where they ask you to go into a store to check the phone out or they may ask you questions about the build/baseband you're on, if so just comply and call back if they deny you. This is how my phone call went: I told the first CS rep about the usual problems missed calls, gps lock problems, poor signal strength etc. then she proceeded to have me do the *228 update (was on EB01 when I called I believe). It wouldn't update so she immediately told me to hold while she transferred me to tier 2 and told them about my issues. Tier 2 guy answered and right off the bat offered to replace my phone with another one, I asked 'like what?' and he named off the Dinc2, X2, and Charge. The rest is obvious...
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I don't think they can tell if you did anything or not......in my experience its a matter of waiting and then saying, ok, yeah, I did that. Same problem.
jamesnmandy said:
I don't think they can tell if you did anything or not......in my experience its a matter of waiting and then saying, ok, yeah, I did that. Same problem.
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they can't but I was told they know the last time you did a *228 prl reset, my phone didn't successfully complete it (don't know why) and I was immediately transferred cuz she probably thought that was the problem
blazing through on my VZ Droid Charge
Anyone have any experience returning phones with physical damage? I have a cracked screen, phone works fine and I did talk to them a long time ago about the issue so it should show up in the account. Do I have a shot?
Alright guys, I thought I'd share my my experience with Motorola's repair department. The reasons I sent my phone in were because the screen had some areas that had backlight bleeding and the MicroSD card reader didn't work.
When I first called, I was told by AT&T and Motorola customer representatives that once the phone was received by them, it would be shipped back out in two business days. Alright I happily agreed to that and opened an RMA because I needed my phone back as soon as possible. So it was opened and I sent my phone in.
The device was then received on the 4th.
I called in on the 7th to ask if it was shipped, and they said it would actually take 15 business days to ship! I was like what?! I was told two days by the other two representatives. I was then told to call back on a weekday as the repair department was closed.
I called again on the tenth to see the status of the repair and they said it should be shipped 5-7 business days from when the device was received. But I still couldn't talk to the repair department because I had called after they had closed.
I called in the next day, and they said that it would be shipped on the twelth, which was the day after.
I then called in on the 12th to make sure it was shipped, the representative said that the device should have shipped but the online repair status just hadn't updated yet and it should be updated by tonight.
I check today to see if the status has been updated, and guess what, no change, all it says is device received. So I call to make sure the device has shipped. Now I talk to a representative that says that it will actually be shipped on the 16th and he has no idea why the other three representatives said it would be shipped on the 12th. I ask to speak to a supervisor and I get transferred. I asked her why I've been given tons of different (and seemingly wrong) information by different representatives and what is really happening. I tell them that this is getting ridiculous and I have had to reschedule two train tickets and I've lost over $90 dollars because of false information I have received. The supervisor literally is speechless, all she says is please call back Monday.
What I'm wondering is that has anyone else had this kind of experience with Motorola? Or is it just bad luck on my end. And if this continues, is there anything I can do.
Wow that sounds pretty bad. How come you didn't just take the phone in to an AT&T store? My previous Atrix had a dead spot on the touchscreen so I took it back to the AT&T store. They looked at it and called an AT&T repair center so I can pick up a new Atrix that very same day. Sorry to hear about your situation, hope it gets sorted soon.
Sent from my MB860 using XDA App
I forgot to mention I actually did go to an AT&T store. They were the ones that suggested calling AT&T and Motorola and the first ones to say that it would be shipped out two days after it was received. I had the option of going to an AT&T repair center but the closest one was an hour away so I decided to do it by sending it in.
I know AT&T used to offer warranty swaps by overnight shipment, which ususally meant getting an advanced exchange in one or two days. This was on HTC TP2s and similar phones but I think they still offer the same service if you complain about going to an exchange center.
I had the same problem with AT&T when I was on the Inspire...I pitched a big enough fit and had the retention people upgrade me to the Atrix. Best thing I can tell ya to do from my own experience would be to call the main customer care number and raise hell about the time and money you have lost...Have them.credit your account for the service and such ...it's not much but it does help a little bit.
Sent from my MB860 using XDA App
Bob Simons said:
I know AT&T used to offer warranty swaps by overnight shipment, which ususally meant getting an advanced exchange in one or two days. This was on HTC TP2s and similar phones but I think they still offer the same service if you complain about going to an exchange center.
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Oh dam, I wish I had known about that earlier.
Diesel984 said:
I had the same problem with AT&T when I was on the Inspire...I pitched a big enough fit and had the retention people upgrade me to the Atrix. Best thing I can tell ya to do from my own experience would be to call the main customer care number and raise hell about the time and money you have lost...Have them.credit your account for the service and such ...it's not much but it does help a little bit.
Sent from my MB860 using XDA App
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Hm... I'm gonna give that a try, thanks.
I've had devices swapped out, and all I did was call the main AT& T tech support number. This was on several Captivates and once on my wife's Inspire, although we found out after the Inspire didn't need it (unknown sources update problems).
In all cases I was offered an overnight shipping option at a small fee. I opted out, and in all cases my replacement was here within 3 days. Swap info, send old one back, done.
Sent from my MB860 using Tapatalk
I'm really sorry to hear you had such a bad experience. I actually had a similar problem with my phone regarding the screen burn image and went to the device support center. They were out of stock for a replacement Atrix but the associate placed an order for an overnight shipment. I was in possession of two phones at one time and had to agree to ship the defective one out within 14 days before facing a charge of $399. Anyway, I really appreciated the fact that I was never without a phone and the phone came in the next day and I shipped out my defective unit the day after.
They probably need to retrain the customer support reps to know the proper course of action for certain situations such as out of stock or too far of a location so that you are offered overnight shipping of a replacement.
One more question for the OP: were you expecting to get your same unit back? You said it was sent in for repair service so I'm wondering why you agreed to that instead of just swapping it out since you are still covered under the 1 year warranty.
ZyanyaMJ said:
I'm really sorry to hear you had such a bad experience. I actually had a similar problem with my phone regarding the screen burn image and went to the device support center. They were out of stock for a replacement Atrix but the associate placed an order for an overnight shipment. I was in possession of two phones at one time and had to agree to ship the defective one out within 14 days before facing a charge of $399. Anyway, I really appreciated the fact that I was never without a phone and the phone came in the next day and I shipped out my defective unit the day after.
They probably need to retrain the customer support reps to know the proper course of action for certain situations such as out of stock or too far of a location so that you are offered overnight shipping of a replacement.
One more question for the OP: were you expecting to get your same unit back? You said it was sent in for repair service so I'm wondering why you agreed to that instead of just swapping it out since you are still covered under the 1 year warranty.
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Sending it in for repair was my only option. They told me if I went to the place an hour away I would have to drop my unit off and pick it up two days later.
EDIT: So I thought that it would be easier to just send it in instead of having to drive that far.
dreadlord369 said:
Sending it in for repair was my only option. They told me if I went to the place an hour away I would have to drop my unit off and pick it up two days later.
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Wow. So even at the physical place that was an hour away, they couldn't just swap it out? That is so strange. We are talking about an official AT&T Device Support Center, right?
ZyanyaMJ said:
Wow. So even at the physical place that was an hour away, they couldn't just swap it out? That is so strange. We are talking about an official AT&T Device Support Center, right?
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Yep, at least thats what the guy at the store told me.
So what are they currently doing to assist you? Are you just forced to be without a phone? I would seriously place a complaint with the BBB and with AT&T customer service. Not sure if it will help much but just to document the case at least.
ZyanyaMJ said:
So what are they currently doing to assist you? Are you just forced to be without a phone? I would seriously place a complaint with the BBB and with AT&T customer service. Not sure if it will help much but just to document the case at least.
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That was actually something I was thinking about doing. Also I did go to the BBB site but Motorola wasn't on the list, should I put it down with AT&T?
EDIT: Oh and nothing to assist me, AT&T and Motorola said I should be able to get a temporary phone while this repair was going on but I was completely denied.
ZyanyaMJ said:
So what are they currently doing to assist you? Are you just forced to be without a phone? I would seriously place a complaint with the BBB and with AT&T customer service. Not sure if it will help much but just to document the case at least.
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Alright I just called AT&T and they actually gave me a 65 dollar credit, which is half of my bill. THANK YOU very much for that bit of advice. Also They also said that I should call back tomorrow when the warranty center is open and they should be able to help escalate this issue further. As for the BBB complaint, if AT&T helps me out even further then I'll let it go but otherwise I'll file a complaint.
I sent my atrix to motorola also for repair got it back in 3 days unrepaired so i called them and said the water mark is still white she when on to say it could be caused by humidity i freaked and said so all the atrixs that are in texas right now are going to be void because texas has had triple digit reading for well over a month she was dumb founded and said let me escalate this higher sent me an overnight label and they have now had it for 9 days so who knows if it gets fixed this time they have the worst rating in customer service and repair...This will be my last Motorola phone
Sorry for your bad luck. Generally moto makes good hardware. All companies have lemons. What is sad is moto falls under the list of companies with general bad repair service. The only company i know of that has pretty good service overall is htc, but that might change since they're going to be more strict on warranty because of bootloaders.
I voided my warranty.
Well I got my phone back, just a heads up, like I said in the OP, they said it would be shipped on the 16th, however when I called in then, they said it would not be shipped that week at all because they had NO atrix's at all, new or refurb, and they were waiting on parts. I then filed a complaint with the BBB and informed motorola of the complaint. Guess what within an hour I got a second call saying the phone had shipped (this was at 8PM) and tomorrow morning a new phone was sitting on my doorstep. So if you guys are having major issues like me, just file a complaint with the BBB and motorola should comply.
dreadlord369 said:
Well I got my phone back, just a heads up, like I said in the OP, they said it would be shipped on the 16th, however when I called in then, they said it would not be shipped that week at all because they had NO atrix's at all, new or refurb, and they were waiting on parts. I then filed a complaint with the BBB and informed motorola of the complaint. Guess what within an hour I got a second call saying the phone had shipped (this was at 8PM) and tomorrow morning a new phone was sitting on my doorstep. So if you guys are having major issues like me, just file a complaint with the BBB and motorola should comply.
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Ok thanks for the heads up if nothing happens by tomarrow thats just what i will do
Well... I just found another issue.... No computer is able to recognize the phone. I've tried three different computers and I've tried installing the proper drivers and still, all I get is the "USB Device Not Recognized" error on all three. Time to call them back...
probably is driver. reboot phone and computer.