Database Users

Who do I contact about a replacement?

How do I contact samsung about a replacement for my phone? I am past the 14 day grace period given by tmobile, and I doubt they will do anything to help other than giving me a number to call maybe.

whats wrong?

You have past the 14 days buyer's remorse period, but you still have the warranty for 1 year from the date of purchase, so call T-Mobile and tell them about any problem you're having, they should be able to help you and replace it.

StefanB86 said:
You have past the 14 days buyer's remorse period, but you still have the warranty for 1 year from the date of purchase, so call T-Mobile and tell them about any problem you're having, they should be able to help you and replace it.
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Good luck with that. Very likely the best you can hope for is a refurbished phone.
What is the nature of your warranty claim? Do you have any reason to believe that a different physical phone would be better than what you have? If it is something gross like the screen failing, obviously so. For other complaints, perhaps not.

You should check again, I had the myTouch 3G Slide for 3 weeks and exchanged it for the Vibrant when it came out because they told me that I had 30 days to return it, not 14. As far as I can recall, its always been 30 days for me.

KerryG said:
You should check again, I had the myTouch 3G Slide for 3 weeks and exchanged it for the Vibrant when it came out because they told me that I had 30 days to return it, not 14. As far as I can recall, its always been 30 days for me.
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Depends entirely on what state you're in and whether or not you got a discount.
-If you're in California or bought the phone at full price with an existing number, it's 30 days.
-If you're in any other state and purchased it with any kind of discount or with a new number, it's 14 days.

KerryG said:
You should check again, I had the myTouch 3G Slide for 3 weeks and exchanged it for the Vibrant when it came out because they told me that I had 30 days to return it, not 14. As far as I can recall, its always been 30 days for me.
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Do you live in California, by any chance? My understanding from other posts here is that California law provides its residents with a 30-day buyer's remorse period. The rest of us are at the mercy of T-Mobile's terms, which allow 14 days.
But then, we non-Californians don't have to worry as much about earthquakes, wildfires, mudslides, plagues of 30-ft grasshoppers or sharing a cell with Lindsay Lohan.

jayzusfk said:
Depends entirely on what state you're in and whether or not you got a discount.
-If you're in California or bought the phone at full price with an existing number, it's 30 days.
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Interesting. I visited a T-Mobile store (not in California) two days ago to ask about that specific situation -- buying the phone at full price for an existing number. The salesman was adamant that I would get only a 14-day grace period.
I decided that stingy guarantee was not worth the premium of buying from T-Mobile instead of eBay.

boomerbubba said:
Do you live in California, by any chance? ... ... we non-Californians don't have to worry as much about earthquakes, wildfires, mudslides, plagues of 30-ft grasshoppers or sharing a cell with Lindsay Lohan.
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Those grasshoppers make for good grillin' and while I was in County, Lindsay brushed my hair, taught me how to make a shiv, and cooked my crack almost every night. California really isn't that bad.

Blueman101 said:
whats wrong?
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Computer froze and restarted midway through odin. Phone is a paperweight now. I will try tmobile store and see what luck I get. Sometimes ya get lucky. If not do I call up samsung mobile line, or just ask tmobile what they think I should do.

boomerbubba said:
Interesting. I visited a T-Mobile store (not in California) two days ago to ask about that specific situation -- buying the phone at full price for an existing number. The salesman was adamant that I would get only a 14-day grace period.
I decided that stingy guarantee was not worth the premium of buying from T-Mobile instead of eBay.
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Hmm. Just for fun, I looked up the written policy that accompanied my Vibrant. It says in relevant part:
CANCELLATION AND RETURN POLICY
Last Revised 07/18/10
...
Device Refunds or Exhanges. To receive a refund or exchange a Device (except for Devices purchased with Service activation on a contract term of more than one month), you must return or exchange the Device within 30 days of purchase. For Devices purchased or received with Service activation on a contract term of more than one month, you must return or exchange the Device within 14 days of purchase or receipt.
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So it seems that jayzusfk was right and my T-Mobile salesman was wrong about the terms governing a phone purchased at full price without a new contract. The return period is 30 days.
This is why lawyers write this stuff down, and why phone salesmen are, well, phone salesmen. In this case, it may have cost this guy a sale.

What state is that from? Cause if Illinois is like that then HOT DAMN imma go get me a new one!!

mesajoejoe said:
What state is that from? Cause if Illinois is like that then HOT DAMN imma go get me a new one!!
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Is that a question to me? I'm in Texas, but I see nothing specific about that in the terms and conditions.
If in doubt, look up your own paperwork that accompanied your new phone. The warranty and return policies are printed in a small white booklet. You're on your own as far as making the "I bricked my own phone so you owe me a new one" argument goes.

boomerbubba said:
Interesting. I visited a T-Mobile store (not in California) two days ago to ask about that specific situation -- buying the phone at full price for an existing number. The salesman was adamant that I would get only a 14-day grace period.
I decided that stingy guarantee was not worth the premium of buying from T-Mobile instead of eBay.
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That's incorrect, unfortunately. You would have a 30-day timeframe. Most likely the rep was either absent-minded or misunderstood the circumstances.
Honestly OP, you would PROBABLY get away with either an in-store or warranty exchange even though you screwed it up yourself. Might wanna leave out the part about using ODIN to modify your phone.

jayzusfk said:
That's incorrect, unfortunately. You would have a 30-day timeframe. Most likely the rep was either absent-minded or misunderstood the circumstances.
Honestly OP, you would PROBABLY get away with either an in-store or warranty exchange even though you screwed it up yourself. Might wanna leave out the part about using ODIN to modify your phone.
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Yeah I concur : D

In ny they actually give you 20 days now. Spoke to a rep a couple days ago when I added a new line.
Sent from my Samsung Vibrant
RIP my beloved rooted G1

Went in told him I needed a exchange. He went through the normal procedure, got about 75% done then pointed to the date on my original purchase paper and was about to give me the shaft, I cut him off and said dont I have 30 days. He paused... said OH you bought it in full then proceeded to complete it. So DO not be afraid to go in and ask for your exchange you have 30 DAYS.

XfooYen said:
Those grasshoppers make for good grillin' and while I was in County, Lindsay brushed my hair, taught me how to make a shiv, and cooked my crack almost every night. California really isn't that bad.
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Just want to take a moment and thank you for this helpful post

Californians get 30 day buyer's remorse period. 14 for everyone else.
If you were one who bought the device at Costco for $99, (like myself), you have an extended period of trade/return of 90 days for the device. The Service Contract of 30 days stays the same, you only get the extension on the phone.
If anything is wrong with the phone, you'll need to go back to Costco to get it exchanged. T-Mobile will not change out your phone if you bought it from Costco.

I got mine on the 15th and called 611 today about GPS and network issues, they suggested I go to a store and have them replace the SIM card, which they did, no help, so they are sending me a NEW unit (I specifically asked and she said "unfortunately we don't have any refurbs in" and I was like "well for me that's fortunate for me") express shipping at no charge, I have 7 days after it comes to send my old one back, shipping already paid.
Say what you want about T-Mobile but their customer service is second to none.

Anyone know if you can exchange nexus at a different bestbuy?

One I got it from is outta stock mines has loose volume button and some weird thing on the screen I hate being ocd with this stuff ugh
Sent from my Nexus S using XDA App

For anyone else who wanted to know about this
"Best Buy Store Exchange & Return Policy
To exchange or return an item purchased in one of our stores, bring the item to any Best Buy store. Please follow these guidelines:"

Yes it's fine. I've done it tons of times, no issues at all.

Yes you can you have 14 days if you bought it on contract and 30 day if you paid full price and 45 days if you are a silver rewards member.

Samsung can be a pain to deal with...

I just wanted to get this out there because I'm curious how common this is. Having previously owned a Nexus One, HTC support was excellent and replaced the phone twice under warranty, no questions asked. Unfortunately, I've had a hard time dealing with Samsung.
I bought my Nexus S on the day of release in December 2010, and had no major problems with it until May of this year. It's the best phone I've ever owned. In May, the screen started becoming unresponsive so I called Samsung and they said I could ship the phone in for repair and they would pay UPS ground shipping each way. I live near San Francisco, so this would be 5 days each way to Plano, TX where the repair facility is located. No problem, I figured, as long as I get my screen fixed. For the meantime I purchased a new Nexus One on Amazon since I would be without a phone for at least a couple weeks. So I sent in the Nexus S, it took them a week to repair the phone after receiving it, so I was without my Nexus S for three weeks.
So I get the phone back and... bam... screen still doesn't work right. it's nearly completely unusable. Turns out they updated the software, tested it as working, then sent it back. I called Samsung again and after escalating to level three and being on the phone for an hour, they agree to do two day shipping each way and replace the screen components. This is fine with me, as long as the phone gets fixed. I sent the phone in again, and while they two day shipping helped, it was still two weeks that I didn't have my phone.
I get the phone back, and of course, the screen STILL didn't work right. It was so bad I couldn't even type out a text. So I call Samsung again, escalate to level three, and pressure to get the phone switched out. The support rep agrees, and says he has to put in an appeal to get the phone switched out. He said he'd call me back within the next few hours with the result of the appeal, which he did, and my request was approved. So I send the phone in again, two day shipping, and it takes about 5 days to be processed and for a refurbished phone to be sent back to me. Unfortunately, then sent it back ground, so it was 5 business days before I got the refurbished phone.
Once I got the refurbished phone, it did have a few nicks and dings, but it worked perfectly, just as my previous Nexus S had prior to May. The funny thing was the refurb was sent to me already running Cyanogen, which leads me to believe they don't QC their refurb phones very thoroughly, but it was okay since everything seemed to be working as it should. But then a couple days later I tried to use the headphone jack and it didn't work at all. It was completely dead. Go. F'in. Figure.
So I called Samsung again, the level one rep agreed to send the phone in for repair, but he couldn't do anything faster than ground shipping and I didn't feel like wasting more time on the phone. The repair facility received the phone yesterday, so we'll see how it goes. I assume a headphone jack will be easier to repair than the screen was.
I guess what irks me the most was I paid $570 (after taxes) to buy the phone outright, and here I really haven't had it since June when I first started to send it in for repair. I've had to waste my time and their time for a problem that should have been fixed on the first occurrence. Thank god I bought a new Nexus One for the meantime. I would also like to mention Best Buy was no help during any of this either. When the problem first started, they kept saying all they could do was work with Samsung to send it in to the repair center, except I would have to pay half of the shipping. That's just crazy to me, but not surprising.
One last thing I can say is everyone I have talked to at Samsung has been friendly. Level 1 and 2 are obviously offshore, while three are within the United States, but it didn't matter, all were equally friendly and seemed to do their best to help me. They just don't seem to have the power to do much other than send a shipping label for repair.
Sorry about the long rant, but I am obviously a bit frustrated by the whole situation. Fingers crossed when I get the phone back in 10 or so days (my estimate) it will be fixed and functioning properly.

I live in Brazil and here the Samsung support are even worse. But what can i do if they have the best phones?
I hope you get your phone back and fixed without any other delay.
Thx for sharing.
Sent from my GT-I9100 using Tapatalk

yes samsung support is horrible i dealt with them very often, and they will not replace / fix the phone for you if it was already fixed once

I live in america and we don't deal with samsung. if my phone breaks (which is has twice) we go to the Sprint store and both times my phone was exchanged in store. No problems here.

p-slim said:
I live in america and we don't deal with samsung. if my phone breaks (which is has twice) we go to the Sprint store and both times my phone was exchanged in store. No problems here.
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I live in the United States too, but when you buy your phone in full, you don't get supported by a carrier. I would have thought Best Buy would assume the role of carrier in this situation, but that wasn't the case.

desertflyer said:
I live in America too, but when you buy your phone in full, you don't get supported by a carrier. I would have thought Best Buy would assume the role of carrier in this situation, but that wasn't the case.
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That means you must have tmobile. If it's a sprint phone you can take it to the sprint service center
Sent from my Nexus S 4G using Tapatalk

T-Mobile actually has excellent customer support, but they do not sell the Nexus S. Regardless, I just use T-Mobile's network. Simple Mobile is my service provider.

I live in India, My phone had a motherboard issue and they had to replace it. They told it would take 7 days. But i was without my phone for three weeks. If i had paid money for the new motherboard instead of claiming warranty i would have got it in 3 days.
Samsung service sucks.

desertflyer said:
I live in the United States too, but when you buy your phone in full, you don't get supported by a carrier. I would have thought Best Buy would assume the role of carrier in this situation, but that wasn't the case.
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Sprint will repair a phone for free if you have insurance or for 35 dollars if you don't. Doesn't matter if its on or off contract. Screw dealing with the manufacturer.
Sent from my PC36100 using XDA Premium App

In the uk you should be covered under warranty for at least the first year and it is the place of purchase that has to deal with your returns, dont you have this support in the US?

thecoogster said:
In the uk you should be covered under warranty for at least the first year and it is the place of purchase that has to deal with your returns, dont you have this support in the US?
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It depends on the state, but most don't have rules on warranties. Samsung offers 1 year parts + labor, but Best Buy (who sold me the phone) only have a 30 day policy. So basically I have to live with Samsung's support.
Sent from my Nexus One using XDA App

thecoogster said:
In the uk you should be covered under warranty for at least the first year and it is the place of purchase that has to deal with your returns, dont you have this support in the US?
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This. I would never go through what you're going through if I can avoid it. Seven bucks a month is so worth it.
Sprint has been kick ass in this regard too. I once brought in my EVO to a repair center to get a hot spot screen replaced and they did it no questions. Another time I went in and asked for a replacement battery door and they just gave me one with no issues. I love Sprint man.
Sent from my Nexus S 4G using Tapatalk

Samsung have "finished" repairing my phone as of today. Here is what they updated the support ticket with:
Original Problem:
TECHNICAL INQUIRY - AUDIO/SPEAKER/SOUND/VIBRATION - DEVICE SOUNDS INAUDIBLE
Problem found:
RINGERTONE INAUDIBLE/NO ADJUST
Solution:
S/W UPDATED - REPLACED COMPONENT
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Keep in mind the problem was a non-working 3.5mm jack. Needless to say, I have zero confidence the problem is fixed.

desertflyer said:
Samsung have "finished" repairing my phone as of today. Here is what they updated the support ticket with:
Keep in mind the problem was a non-working 3.5mm jack. Needless to say, I have zero confidence the problem is fixed.
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Wow. That sucks.
Sent from my PC36100 using XDA Premium App

I got my Nexus S back Monday and it's fixed! I'm running MIUI on it now. Now that everything is working, I'm remembering why I love this phone. Thanks for letting me vent.
Sent from my Google Nexus S using XDA App

[Q] return policy new phone dropped

I didn't think i would be asking this as my cases i ordered will be arriving today but does anyone know t-mobiles policy on dropped new phones? ive had my new nexus 4 for 6 days and just dropped and destroyed the front glass. Can someone who knows or has dealt with this please let me know what my options are at this point? Am i stuck with it this way or can i exchange for another since i'm still within my first 14 days? thanks

You pay for your mistakes. That policy has been since day 1.

u got dat insurance plan?

veritasaequita said:
I didn't think i would be asking this as my cases i ordered will be arriving today but does anyone know t-mobiles policy on dropped new phones? ive had my new nexus 4 for 6 days and just dropped and destroyed the front glass. Can someone who knows or has dealt with this please let me know what my options are at this point? Am i stuck with it this way or can i exchange for another since i'm still within my first 14 days? thanks
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Sorry for your loss mate but getting an exchange for dropping your phone would be crazy. Wish they did that with cars if you wrecked them.

Unless you have the insurance plan and pay the $130 deductible you are stuck. The 14 day period for returns are for you to return the phone if you dont like it, they will not exchange the phone becasue you dropped and broke it.

saldebot said:
Unless you have the insurance plan and pay the $130 deductible you are stuck. The 14 day period for returns are for you to return the phone if you dont like it, they will not exchange the phone becasue you dropped and broke it.
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i do have the insurance on it i was just hoping it would be easier than having to deal with that. lol, and yes when cell phones start selling for upwards of $20,000 then i would begin to think that might be a bit crazy.thanks fellas

Expansys UK..

...really are a Company I have concerns about. Last night at 11pm they had '100+' in stock of the HTC One. By 6am this morning they were 'stock due in 4 days'. Really? Or is this just a great way to get people to order an item they then find is out of stock.
I speak from experience of having waited 2 months for this Company to refund me for an HTC ONE X+ that I returned within 3 days of receipt. The reason for this delay? There wasn't one. I called them approx 3 times per week to be continually told the refund was being processed, however after 7 weeks I finally got the honest truth.... They hadn't taken any action at all and had simply not actioned the refund because they had mislaid my card details.
Treat with extreme caution

sorcerer1 said:
...really are a Company I have concerns about. Last night at 11pm they had '100+' in stock of the HTC One. By 6am this morning they were 'stock due in 4 days'. Really? Or is this just a great way to get people to order an item they then find is out of stock.
I speak from experience of having waited 2 months for this Company to refund me for an HTC ONE X+ that I returned within 3 days of receipt. The reason for this delay? There wasn't one. I called them approx 3 times per week to be continually told the refund was being processed, however after 7 weeks I finally got the honest truth.... They hadn't taken any action at all and had simply not actioned the refund because they had mislaid my card details.
Treat with extreme caution
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So with all the issues you had before you go ahead and order from them again?? ::confused

Expansys are the official HTC accessories company for UK.
I have no experience of ordering phone from them, but have bought numerous genuine HTC accessories from them.
My experience has been positive, one recent purchase was HTC flip case, after receiving my order , without contacting them I received an email advisory that a improved version was available, and without any extra charge was sent to me.
So whilst not discounting your experience, I have really good service and consequently wouldn't hesitate to buy from them in future
Sent from my HTC One using xda app-developers app

I tend to agree, I have previously enjoyed ordering items from them but since last summer they seem to have made a turn for the worst. I never received a 32 GB sdcard and despite emailing them several times I never did get a refund. Also I ordered a galaxy note 10.1 for Christmas and they didn't dispatch in time for Christmas.......because they were waiting for the sdcard to come back in stock..... .hello!
Sent with desire from My One

daleski75 said:
So with all the issues you had before you go ahead and order from them again?? ::confused
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No way but I have to admit I was tempted. Pleased I didn't!

sorcerer1 said:
No way but I have to admit I was tempted. Pleased I didn't!
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Sorry mis-read your original post so my apologies.... note to self grab a coffee and wake up before replying!

its really bizarre, as some retailers don't have any issues with stock whilst some are playing this trick the OP mentioned.. Wifey ordered from Very and she is still waiting.. I thought the stock issues should have been sorted out by now.. I can feel your pain..

Unfortunately, they have a bad system. The only way I was able to understand it was like this: Say they have 120 backorders, and you were customer number 101 from those 120. They then receive 100 units, instead of shipping them directly, they update their inventory/system that they received 100 units, hence their website show 100 in stack, but then they ship them to the 100 customers and stock is finished. The balance 20 backorders will have to wait for a new batch!