Oh man where do I start, I'm sure you all know that our power buttons have a very short life span on them well mine just kicked the bucket. No worries I say to myself I have insurance with Asurion, but look what I am having to go through. I tried to file a claim and it was denied because of 3 different reasons 1st, wrong type of claim 2nd, no coverage and 3rd, some one called in to Asurion and posed as me and filed a claim as a lost/stolen device and Asurion replaced it for this mystery person. Now I could take care of the first 2 reasons and have done so but I'm still trying to get a clear answer on the third reason. These are emails with a person who has Asurions office of the CEO in the signature so its not just a supervisor I think I'm a bit above that now but take a look you wont believe it!
First complaint to them
I called Asurion and tried to make an insurance claim as the power button on my phone is malfunctioning & I was informed that they could not submit the claim as the phone was reported "stolen". I did not make this claim & when I asked for further detail about the claim I was informed that no further information could be given unless subpoenaed by a lawyer. As a customer I have a right to get a copy of the claim made on my account. I need Asurion to prove that the replacement phone was sent to the address on my Asurion or Team Mobil application otherwise legal action will be pursued . I am disappointed at the way this issue has been handled. Please advise as to when I can expect a copy of the claim.
Response
I am with Asurion’s Office of the CEO. I received the feedback email you sent. First, I’d like to thank you for sending your comments in regard to personal information.
I apologize for the inconvenience that this has caused. The agent who advised of the information is correct. Being that these are legal documents, to received detailed claim information or copies of the claims, you must subpoena this information. You are correct in your statement regarding being a customer, you have the right to this information, it's just that in order to obtain this information, that is the process.
I can advise you that none of the claims attempted have been completed. Unfortunately, the person who made these attempts gave your name so there isn't another name listed.
The address where you can send the information is as follows:
P.O. Box 110656
Nashville, TN 37013
This will need to be put this to the attention of the legal department.
Please let me know if you have any questions
Me back to them now
I understand everything you have told me but the last bit of you're statement. You said that none of these claims have been completed. By that do you mean none of the claims I have tried to file recently? Or the claim that was filed in June 2010 for a missing phone? If you mean the claim for a missing phone was never completed then why can't I file a claim on my phone now?
Response
When I say none of the claims filed have been completed, that is in reference the initial issue of the fraudulent claims attempted in which you are trying to gain information. If the phone you received from Asurion is malfunctioning, you carrier now holds the warranty on their equipment. You will need to contact them for assistance to get another replacement device.
Please let me know if you have any questions.
Me back to them now
Thank you for responding so quickly. I have to admit now I am truly confused, you are stating in the 2 previous emails sent to me that the claim I am trying to gain information about has never been completed. If that is true then why am I unable to submit a claim now? Previously when I spoke with multiple representatives and supervisors for your company I was told that the claim I am trying to gain information on was accepted, completed, processed or whatever verbiage you all use, and a replacement phone was shipped out. Now I ask you again if this is not the case then why am I unable to file a claim currently?
The whole reason I am communicating with you now is because I was told by multiple representatives and supervisors for your company that the claim I am now trying to gain information on was processed as a legit claim and a replacement phone was shipped out. My questions for you at this point now is what is the status of this "mystery" claim? Has a replacement phone been shipped or not? If not why do your records show otherwise?
Response
The claim you referenced last year is valid. You advised that the phone you received is malfunctioning and that is why I referred you to your carrier. Malfunctions are covered under warranty however they are handled by T-Mobile. If you are asking questions about the claims mentioned in your first email where you advised those were not attempted by yourself, those claims have not been completed and nothing has been shipped. You requested to have detailed claim information and you were advised on how to obtain that.
There is no need to a new claim to be filed because if this is done so, there will be a deductible required. As I advised previously, if the phone is only malfunctioning, you can have that checked out and possibly replaced by T-Mobile.
So now it seems like nobody knows what the hell is going on so I sent one final email back and asked for the information to be told to me as a child so I could be 100% sure.
Last email to Asurion
That is how this whole issue was started. Yes, I did try to make my very first initial claim online as a malfunctioning phone and at that time my claim was rejected and I was given the instructions to contact my carrier T-mobile for further assistance. I contacted T-mobile and was informed that since I did not buy the phone from them directly I would have to contact Asurion to have the phone replaced using my insurance, the phone I have is an HTC Nexus One purchased directly from Google. I called Asurion again and spoke to a representative and explained the issues I was having with my phone. The rep told me I filed the claim wrong and it should be done as a damaged phone, she then started another claim and told me it will be reviewed and I would be contacted by phone or email with the outcome within 24hrs. I received no call or email and had to call in myself to speak with another rep who informed me that the claim was denied because I was not paying my monthly premiums and no longer covered with insurance, I contacted T-mobile again and confirmed I was in fact covered and should be able to file a claim. So I called Asurion again and spoke with a rep who verified that I am covered and that we would have to file another claim, the rep started the claim and told me that I would have to fill out an additional affidavit form. The form was sent to me via email and I faxed the form back the next day. I was told that upon receiving the form it would take 3 hours for review and I would be contacted afterwards by email or by phone, I never received a call or an email once again and had to call in to find out that my claim was denied again because somebody had filed a claim on my phone as a missing device and a replacement phone was sent out to this "mystery" person.
I pleaded with the rep there has to be something wrong here it is impossible for someone to have done this legitimately, the rep was incredibly rude and told me that there was nothing they can do and I would have to find other means of replacing the phone. I was then escalated to the supervisor and again coldly told the same thing by the supervisor. I was then escalated to the manager and got his voice mail, I left a message and was never called back or contacted in any way. At this point I was highly frustrated and called T-mobile again to see if they could do a 3 way call with the Asurion agent to get to the bottom of this. After an hour on the phone with both reps I accomplished nothing but hearing again that my claim was denied because somebody had filed a claim on my phone as a missing device and a replacement phone was sent out to this "mystery" person. This is when I decided to write my complaint and now I am trying to resolve this issue with you. You are now telling me that there has not been a claim filed on my phone for a missing device and a replacement device has not been shipped out.
So now that you have the whole story and know that almost every time I have spoken with someone there before you I have gotten different answers you have to forgive my hesitance. If you could just tell me like I am a child please.
1. If no claim has been filed on my phone as a missing device and a replacement device was not shipped, why were the reps so adamant in telling me otherwise?
2. Since you are telling me that this "mystery" claim was never completed and a replacement device was not shipped I am going to file another claim as a damaged phone can you ensure that it will be completed this time? (I am basing this question off the information given to me by you that the "mystery" claim was never completed)
3. Who would I have to contact about getting the deductible waved for what I have had to deal with? (I am also basing this question off the information given to me by you that the "mystery" claim was never completed)
So moral of the story is I'm not posting this for sympathy or empathy but to warn my fellow android and t-mobile customers is
GET INSURANCE THROUGH YOUR AUTO/HOME INSURANCE PROVIDER, STAY AWAY FROM ASURION(sorry for yelling again)
Report them to the better business bureau
Sent from my Nexus One using XDA App
Contact your Attorney Generals office and tell them about the scam these guys are running.
Dealt with them once before years ago. Never again.
Sent from my Nexus One using XDA Premium App
They already have I think a lawsuit against them for not informing customer that by getting this insurance they were receiving refurbish cellphones instead brand new cellphones for what the consumer paid for. Unfortunately All insurance companies will always benefit them rather than the customer. What I would think you should do call again and make them give you all your reports and paper work go to court and file a small lawsuit for the money you paid them since day one file every single complain Just to at least F**ck with them.
They had (past tense) a lawsuit for sending phones that cost less than the deductible, the insurance is quite clear that you can receive new or refurbished equipment (it's in pretty plain text in the brochures and in the terms) Also in the terms.. an arbitration clause... you have to try arbitration before you can take them to court or your court case will just be thrown out Plus if there's been a benefit paid at any time the insurance was had (which I think I read there has), I doubt any court would give full restitution of the premiums, so I wouldn't try that..
Input
Thanks for the input guys. After speaking with 4 reps in the OCEO (office of the CEO) they finally agreed to replace my phone for me . . . well almost. They no longer carry the Nexus One so they have agreed to let me purchase any phone and they will refund the difference minus the $130.00 deductible. So I thought about it and I'm grabbing up a G2X today. I can't wait to get this phone from T-mobile and cancel this sh***y insurance and take out a personal line for the phones value with my insurance company.
Related
My phone provider (carphone warehouse UK - O2) made a mistake when I ordered my XDAII, and accidentally sent me another device
I haven't told them that I have received it, and they haven't contacted me to reclaim it (it's been quite a while).
Does anybody know the situation regarding using it, or selling it. Would the IMEI have been registered with a lost/stolen list, and would using it as a phone cause an identity message to be received somewhere, and for carphone warehouse or O2 (or the police!) to investigate.
I wouldn't mind using it myself, as my primary XDAII has a slightly annoying dead pixel in the display. Or should I avoid using it on a phone network and just use it as a experimental PDA.
Anybody know the legals on this? IANAL, but I beleive if you receive unsolicited goods then you have a right to keep them.
Feckin' dead pixels! I got one too. But the myxda.com site states that up to 3 dead dots is acceptable
If you use the device, be aware that the call timers can't be reset yet. So, if you clock up a coulple of hours and then have to give it back, they could charge you.
TTFN
Call them !
Andy
Forget it, call them and make arrangements for a return (or event better, return the one with the dead pixels).
Thank them for sending you the replacement and return the bad one.
If you sell it, I am certain you are guilty of fraud and could get a jail sentence or serious fine depending on the mood of the judge.
keeping it probably won't get you nailed, as you were merely waiting for return instructions (you did call them remember ?)
Personally I would go for a return of the bad XDA and keep the good one. It would keep you consious clean and you would benefit from their mistake.
I am sure they have the IMEI somewhere, and you can be traced anywhere using that.
Also don't forget that someone from the shop may be reading your post here - or someone may decide to forward the mail to carphone warehouse. If your name is anywhere close to your user name, they can prove that you are no longer in good faith.
It's not worth it.
Regards
Michael
Thanks, I'm pretty law abiding, so I don't really think I could have kept it with a clear conscience. I'll give CPW a call and see what they say.
Well just called CPW, and basically they didn't have a clue (as usual).
They just told me to return it to the store that I got it from (huh?). Anyway, I'll pop into my local CPW this lunchtime and see what they say.
I think I'm within my rights to keep it (see below), but it's presently just taking up space in my office.
The new rules provide for unsolicited goods (meaning those where the recipient has no reasonable cause to believe that they were sent with a view to their being acquired for the purposes of a business and where the recipient has not agreed to acquire or return them). The recipient may, as between himself and the sender, "use, deal with or dispose of the goods as if they were unconditional gift to him…. The rights of the sender to the goods are extinguished".
The Directive also exempts the consumer from the "provision of any consideration" in cases of unsolicited supply. In this context, in their 1999 consultation the DT1 said that they considered this to mean that the consumer is under no obligation to enable the supplier to retrieve the goods and services but can treat them as his or her own property from the time of receipt. That is what the new regulations now provide.
http://www.humphreys.co.uk/articles/e_commerce_1.htm
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[/quote]
Andy, if you feel bad about keeping it send it to the developers for "safekeeping". The imei will not be blocked as the procedure for stolen/lost phone hasnt been triggered.
I hada phone stolen b4, and i sked TMO to block the imei#, and all they sed they could do, was to suspend my line, an block that sim.....wut kinda bull**** is this!?
In the UK it's become law that Phone companies have to work together to allow blocking and reporting of phones on a device basis (ie IMEI) for crime prevention, so O2 are definitely capable of this.
Note this message doesn't have anything to do with sims (I only have one of those); just the physical phone hardware.
Anyway, didn't make it to CPW this lunchtime, but will try tomorrow and report back with any news. Are there any lawyers (or UK phone co employees) out there who'd care to give their opinion?
Criminal law
As an English criminal lawyer I believe you would be committing a criminal offence under s.1 of the Theft Act 1968 which carries a maximum sentence of up to 7 years imprisonment and an unlimited fine in the Crown Court. Although as it's likely to be your first offence then you are likely to be fined only.
The basic definition is that you dishonestly
appropriate
property
belonging to another
with the intention of permanently depriving
Obviously the main issue is whether you acted dishonestly. The fact that you had a genuine belief that you are morally justified in acting as you did is no defence if you knew that ordinary people would consider your conduct to be dishonest. (R v Ghosh (1982)). No doubt the CPS (Crown Prosection Service) would try to say that an ordinary person should/would try to contact the carphone wharehouse.
Personally I don't see why you have to travel to the the car phone wharehouse. You should notify them them and ask them to collect and ask them to reimburse you if they don't collect it by a certain date to compensate you for your inconvienience.
Ok hope that helps !
Can any of you guys help me with my memory loss problem ? and where to get a 1gb SD card ?
Eek - bit of a scary tone to the posting, but thanks anyway.
Btw - they sent it to me without asking, so I rather doubt it would be covered by the theft act otherwise people could post things to people they disliked and then call the police. As I had no idea what to do with it, and expected CPW to send a courier to pick it up, I just shoved it under my desk and forgot about it.
He did not appropriate the goods, it was unsolicited, he has attempted to return it to the company that sent it, they told him to return it to the shop he got it from, he didnt get from a shop, he has never acted dishonestly and has not instigated the supply of the phone. I had some stuff delivered to my address, I was told to inform the company and if they didnt pick it up in a reasonable time the property was mine, they didnt pick it up, I kept it. I never asked for it in the first place neither did this guy with the phone, I dont think it is his responsibility once he has advised the company of the error, it is not up to him to be attempting to solve a problem not of his making and he should not incur any expense, or inconvenience because of a company error.
In the US, I believe the law is, if someone sends something to you that you didn't ask for, its yours. Obviously, it may be different in the UK. But I would still return the one with the dead pixels. I was fortunate to get a good one with all working pixels and it would bug me beyond belief to have a dead pixel
Appropriates
is defined as any assumption of the rights of an owner, if the defendant came came by the property (innocently or otherwise ) without stealing it and later assumed a right to it by keeping it he has appropriated it. That was defined in the case of R v Hinks 2001.
The Theft Act 1968 provides that appropriation in the following circumstances is not dishonest if the defendant believed the other person would have consented had the other person known of the appropriation and the circumstanes of the appropriation or if the defendant believed the person to whom the property belonged (ie to CPW) could not be discovered by taking reasonable steps.
As for your example of sending unsolicited items and calling the police - would only apply if they kept hold of the items and didn't bother to find the owner. Eg you can find something in the street and keep and be found guilty of theft.
I know many people may not agree with this but that is the law as defined by statute and common law. Now at the end of the day whatever you do is up to you and I wish you the best of luck.
ps anyone got any ideas about my memory loss
Thanks for the info - we all know UK law's a right old monster of "spaghetti code", rather you than me. I'll stick to Windows development
Anyway, I shall attempt to get CPW to retrieve their goods, with minimal cost/effort on my part. I'm certainly not going to post it to them. Basically I don't need it, and I'd definitely feel "criminal" selling it.
As for your memory loss - and I presume we're talking pocketPC, rather than Korsakov's syndrome - I'll get back to you on that one in your topic.
Just keep it they make to much money ripping people off and they wont notice its gone.
I think intent to "permanently deprive" the owner is a term used, so if you just used it and then if and when you were asked to return it, you did so, then the intent to permanently deprive the righful owner isnt an issue. He has informed them of the mistake, that is his sole obligation as far as I can see.
Regarding the note on finding property in the street: I once found a cheque book and saw that it belonged to a Doctor. Maybe it was a holiday weekend, but my logic suggested I should try to contact the owner directly (I think there was a phone number). Anyhow, I couldn't get hold of him, so took it to my local poloce station.
Imagine my surprise when I had to wait while they took details of myself then proceeded to record every cheque stub transaction.
When I informed the Police that I had tried to call the owner directly they said that I should never attempt to do so, because if there had been a subsequent allegation of fraud against me I would (apparently) have been in big trouble.
I suppose the point here is not to assume anything.
In your case I would write a letter to CPW head office, making it clear you have received unsolicited goods and giving them a resonable deadline in which to collect these at your convenience.
Write to head office and suggest that they come and get the stuff.
Otherwise in 30 days from the letter you will consider the equipment to be yours.
I think this is legal as the Citizens Adviice people recommended this when I had a load of books from some crappy book club that I never asked for arrive on my doorstep. They sent a courier round.
They tried to tell me to post it back then claim the postage from them - YEAH - like I'd trust them to pat me back!
Oh - make sure it's all at YOUR convenience. No trips to the PO or waiting in for the courier!
I admire your honesty - I think I may have kept the XDA.
You are going to keep the good unit aren;t you? Not the one with the duff pixels? After all - you don't know which one is yours really do you?
Yeah, i've informed them over the phone, and they promised a courier on Friday - surprise surprise nobody came. That citizens' advice bureau advice sounds good, so I might put it in writing.
Hi,
We receive unsolicited equipment through the post all the time.
It is NOT your responsibility to chase them up.
If they atempt to recover the property and persue it if you resist, then it could go either way in court. They may try to pin something on you, like you said the first one did arive.
Its good practice to call them anyway, and give them a time limit to collect it, and if you despise carephone warehouse as much as i do, charge them an admin fee lol (that IS within your right, and in fact you can keep it until they pay up)
Toxic.
Hi all,
My Universal (XDA Exec) power connector is on its way out.. started off with intermittently not being able to charge/sync, tried waggling the cable around worked for a while, but now it's to no avail..
Typically it's happened exactly 1 month after the 1 year warranty has run out.
So, can anyone recommend a repair shop in the UK to fix said problem ?
many thanks!
Don't be fobbed off that you only have a 1 year warranty. By UK and EU law, you have at least 2 years and under English law you have a warranty for as long as one should expect such an item to last. Indeed, the law is balanced in the consumer's favour for the first SIX years where the onus is to prove it *wasn't* a fault in the unit. After that, you have to prove it was.
Take a look at open.gov.uk and read up on the Sales of Goods Act.
From a letter I recently wrote to a vendor refusing to honour my statutory rights:
The advertisement clearly states that the item is "New" and that you are a commercial vendor and therefore I have statutory rights to a warranty not less than 2 years, set out not only in Article 2 of the Product Warranty Directive in European law but also in the Sale Of Goods Act 1979, Sale and Supply of Goods and Services Act 1982, Sale and Supply of Goods Act 1994 and the Sale and Supply of Goods to Consumer Regulations 2002.
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Not only that, if you bought it mail order, you shouldn't even be out of pocket for the return of the faulty goods. From the Sale of Goods Act:
"the business is not entitled to charge for recovery of the goods if the consumer has a statutory right to cancel the contract under other legislation, (for example because they are defective)"
That said, don't go in all guns blazing. Ask politely and most retailers will take the goods back for repair/replacement. My rule of thumb is ask nicely once, firmly but politely once and read them my rights the third time.
Also, don't be fooled into believing the warranty is with the manufacturer. Your contract is with the company who sold the (new) unit to you and it is their responsibility to honour it. So when they say "you'll have to send it to the manufacturer" you can reply "I'll make it available for collection by you or your agents and how you proceed with a replacement or repair is not of my concern, as long as I'm not without a comparable unit for an unreasonable time."
HTH
Thanks for your reply..
I just got off the phone to o2 and they said..
"It's out of Warranty.. the Warranty lasts as long as your Contract, i.e. 12/18 month contract = 12/18 month Warranty. After that, you can just get a free upgrade to a new phone (or the same phone).."
Mentioning your above facts of being at least 2 years Warranty by law didn't sway him in the slightest, he just re-iterated that I could get an upgrade..
However, It's slightly more complicated in that i've just left o2 and changed to t-mobile for a better data tariff.. so it doesn't appear as though i have a lot of leverage.
Don't let that deter you. When on the telephone, always ask for the name (first and last. If they say "we can't give out last names" ask if they are the only Debbie/Malcom/whatever there and how to be sure of speaking to them next time you call), office and extension number of the person to whom you are speaking, always note it down. If they'll give it, get their email address and follow up the conversation with an email saying "Following on from my call to you at 15:30 this afternoon (8th Nov 2006), this is my understanding of conversation. You stated that the warranty supplied by O2 on telephones is limited only to the period of the contract even if this is against my statutory rights, as laid out in the Sale of Goods act and other relevant laws."
If you don't get satisfaction from the person on the telephone, insist on speaking to their supervisor. If they are no better, go the next step up. Always be firm, polite and stick to your guns. If you get nowhere, ask for the postal address of the highest person you spoke to and the name and address of their manager. Right a letter, sent recorded delivery, to the them both, sent signed-for delivery, similar to the one I posted earlier. Give them a reasonable period to resolve the issue (10 working days / 14 calendar days from the date of receipt of the letter for refund, 20 working days / 28 calendar days for repair is ample). If that doesn't work, your second letter (if possible, going to the next person up the chain too) should state that you'll proceed to take them to court (small claims track) as you are within your statutory rights. State if if go to court, you will also seek expenses including but not limited to time off work to attend court and for meetings with solicitors, any solicitor and court fees that may be incurred, travel to and from solicitors and court, but you are will accept your replacement, repair or refund if the matter is resolved in the next 14 days. Next step is trading standards and CAB. After that, it's court (you'll win).
Don't let people push you around. These are you LEGAL rights. Big companies try it on all the time. So far, I've not had to get past the written letter stage, but I've been up against Virgin Internet, T Mobile, NTL, the AA and other big companies. When they know you won't give up and they know that you're fully aware of your rights, they will resolve the matter.
And on the subject of O2, they have been utterly hopeless.
considering I'm supposed to have 24 business support, it's taken them almost a week to replace my handset (which I've had less than 2 weeks) and then they've sent me out one that's clearly been used (albeit not much: it had 9 seconds of outgoing calls on it. Probably one a salesman has played with/demonstrated).
Success
What can I say, except thank you xiasma!
After a nicely crafted email quoting the statutory rights info you mentioned below to O2 careline, they informed me that O2 actually offer a full 2 year warranty for XDA's. Even though I've since moved to T-Mobile, it matters not, I just had to take the unit to an O2 store along with proof of purchase.
No hassle at all from O2 shop, they just took my details and phone and told me to wait 7-10 days.
2 weeks later (hence no update till now) I am now the proud owner of a new (ok, refurbed) XDA Exec and a further year warranty.
As a bonus for my trouble, they actually gave me a fully boxed unit, so I now have a spare charger, styluses (stylee ?), case, battery, cables, etc..
Power to the people. or something.
By reading this topic im furious, ive had the exact same problem, went to o2 with the battery connector completely loose, they said that it was at my own fault that this occured and its not covered under warranty, now ive tried fixing it myself and probably f****ed it up more and still doesnt work. I dont know what to do now
Sorry to hear my good news has pee'd you off!
The only thing I can think is that the connector on mine wasn't actually loose or anything, just that it wouldn't take power from the connector. Because yours sounds like physical damage, they (O2) could argue that it may have been dropped or abused in some way.
Don't know what you can do really except try emailing O2 Care and see what they can do for you..
mate your email inspired me to write an email of complaint last night, low and behold they gave me a call this morning and said they are sending me a replacement asap. woah!
i have similar prob in UK with t-mob. USB connector fell inside the pda. I was in shop claiming its under warranty(4 months after purchase). After 30days i got it back unrepaired with statement thats beyond repair (price more than L200). I wrote them letter on 11.11.2006 (delivered to shop same day) with complain that in netherlands t-mob offered customer repair, imate offered waranty repair somewhere (dont know country) - no answer. on 18.11.2006 i sent them warning that if they wont repair, replace ... i'll raise action (i gave them 7days to answer) - they didnt (resp. i got answr via email on 25.11-8days after they recieved my letter). I already sent phone for repair to apexlaptops. I already filled the small claims action, and im waiting for quotation from apex to hand it over to sheriffs court.
I sent my Nexus S in for a faulty rear speaker on August 25th. They received the phone on September 1st. On September 6th, the ticket was updated saying the phone was repaired. Then two days later, the ticket was placed on hold due to a part being on backorder (even though the phone was supposedly repaired two days prior).
I first called Samsung on September 20th to ask for an update. The representative said the ticket didn't have any updates and they opened an expedite ticket (but didn't provide me a ticket number) to get an answer from the repair center.
I called again on the 23rd. Same deal as the previous call. No update, expedite ticket opened, but no ticket number.
I called on September 27th asking for another update. No update in the ticket, but this representative actually gave me an expedite ticket number to reference.
I called today, October 3rd. Still no update on the status of the repair. I asked to be transferred to a manager. They transferred me to Executive Customer Relations. After spending 27 minutes on hold I finally got a hold of a representative by the name of Kevin. I asked how long does Samsung hold a phone in a repair status before they ship out a new unit to the customer. He told me Samsung doesn't do that since they don't stock phones at the repair facility (ok, but Im sure Samsung has other facilities that do stock phones - they are the manufacturer after all). He then put me on hold to get an update from the Dock Manager at the repair facility.
He came back after about 4 minutes on hold. He said the Dock Manager has no update from UPS as to when the shipment will arrive. I asked what part were they waiting for and he replied the rear speaker. They thought it was the wiring from the main board to the speaker and replaced that, but the phone still exhibited the same issues as when it first arrived.
I asked if - hypothetically - UPS still doesnt deliver the parts in, say, two weeks, what happens? He responded that a manager will make the decision at that point to replace the phone (but I thought Samsung doesn't replace phones??).
I asked who makes that decision to which he said a "higher up". They conveniently don't have a department name or a phone number because they don't deal with customers. He reiterated that they are waiting on UPS because they will be delivering it. He implied that UPS doesn't even have the parts in their possession yet, so who knows when they will actually be delivered.
I love my Nexus S and was seriously considering getting the Prime, but after this never-ending debacle, I highly doubt I will be purchasing another Samsung device. I'm angry at myself too, because I knew damn well that the speaker was the issue and saw replacements on eBay for under $30. I wanted to keep my warranty intact by having Samsung do the repair, which turned out to be a very bad idea.
Cliffs:
-Rear speaker died on Nexus S
-Sent in over a month ago
-Still no ETA for repair
-Samsung support is worthless
Anyone else have any issues with Samsung support?
civicdrivr said:
I sent my Nexus S in for a faulty rear speaker on August 25th. They received the phone on September 1st. On September 6th, the ticket was updated saying the phone was repaired. Then two days later, the ticket was placed on hold due to a part being on backorder (even though the phone was supposedly repaired two days prior).
I first called Samsung on September 20th to ask for an update. The representative said the ticket didn't have any updates and they opened an expedite ticket (but didn't provide me a ticket number) to get an answer from the repair center.
I called again on the 23rd. Same deal as the previous call. No update, expedite ticket opened, but no ticket number.
I called on September 27th asking for another update. No update in the ticket, but this representative actually gave me an expedite ticket number to reference.
I called today, October 3rd. Still no update on the status of the repair. I asked to be transferred to a manager. They transferred me to Executive Customer Relations. After spending 27 minutes on hold I finally got a hold of a representative by the name of Kevin. I asked how long does Samsung hold a phone in a repair status before they ship out a new unit to the customer. He told me Samsung doesn't do that since they don't stock phones at the repair facility (ok, but Im sure Samsung has other facilities that do stock phones - they are the manufacturer after all). He then put me on hold to get an update from the Dock Manager at the repair facility.
He came back after about 4 minutes on hold. He said the Dock Manager has no update from UPS as to when the shipment will arrive. I asked what part were they waiting for and he replied the rear speaker. They thought it was the wiring from the main board to the speaker and replaced that, but the phone still exhibited the same issues as when it first arrived.
I asked if - hypothetically - UPS still doesnt deliver the parts in, say, two weeks, what happens? He responded that a manager will make the decision at that point to replace the phone (but I thought Samsung doesn't replace phones??).
I asked who makes that decision to which he said a "higher up". They conveniently don't have a department name or a phone number because they don't deal with customers. He reiterated that they are waiting on UPS because they will be delivering it. He implied that UPS doesn't even have the parts in their possession yet, so who knows when they will actually be delivered.
I love my Nexus S and was seriously considering getting the Prime, but after this never-ending debacle, I highly doubt I will be purchasing another Samsung device. I'm angry at myself too, because I knew damn well that the speaker was the issue and saw replacements on eBay for under $30. I wanted to keep my warranty intact by having Samsung do the repair, which turned out to be a very bad idea.
Cliffs:
-Rear speaker died on Nexus S
-Sent in over a month ago
-Still no ETA for repair
-Samsung support is worthless
Anyone else have any issues with Samsung support?
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Wow that is just horrible, sorry to hear that I can't believe they won't send you a new phone that is insane.
I have to add, that the service reps were very nice throughout this, but the lack of information is frustrating.
You'd be surprised at how quickly they will get their act together when you start calling their various numbers and demand a resolution.. Over a month is unacceptable. You just have to be more vocal man.
Sent from my Nexus S using Tapatalk
uansari1 said:
You'd be surprised at how quickly they will get their act together when you start calling their various numbers and demand a resolution.. Over a month is unacceptable. You just have to be more vocal man.
Sent from my Nexus S using Tapatalk
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What numbers would you suggest? I have called 888-987-4357 as well as 800-522-7341. The teir 3 support number that is floating around online seems to be disconnected.
And no offense to the tier 1 and 2 reps, but they just aren't helping. They are polite, but no matter how many times I call, how many times I *****, they will not do a damn thing. Its always "I'm sorry sir, it's out of out control". I don't know how a company expects customers to be happy when their mantra is "please call back for more information" day after day after day. HTC doesn't do this to their customers.
Someone on another forum suggested I message a few Samsung reps directly through Twitter, which I will be doing once I get back onto my computer.
Sent by carrier pigeon
That's really rough dude. Fortunately it is not a problem I will have to endure because I voided the **** out of my warranty when I rooted.
Anyways I like to make sure to get ID numbers from anyone I talk to on any customer service. It just seems to keep people more accountable when they know the call is recorded and I know who they are. I dunno if it'll help in this situation tho. Seems like there's not much the reps can do if the manager says they're waiting on a part. The suggestions above are all valid, being more vocal and whatnot. That's probably your best bet.
Sent from my Nexus S using XDA App
It's for reasons like this that i try to keep my cell provider in the loop regarding repairs. Yes, it's a little more awkward dealing with them, but if you end up in a situation like this, then you have another fallback for getting a quick resolution.
I'm in a similar situation, i'm dealing with the search bug, so i'm sending it back and back again and again until i get 3-4 repairs in, then i can go to my provider and say "They can't fix this phone, I would like a different one" and if i'm lucky, by the time i get there, the Prime will be released, if not, i'll get a shinny new nexus S (or maybe the galaxy 2 with cyanogen)
For your current situation, the only thing i can recommend is tie up their people. One of my classic tricks is to "collect" people on the phone. Don't let the reps transfer you, make them conference and keep them on the phone for as long as you can. The upper people will be more careful on how they deal with you as to not give bad examples to the lower people. You are taking the lower people off the general queue, costing the company more money. The longer talk time will also draw the interest of the floor manager (different from a manager you would speak to on the phone) who will do whatever it takes to speed things up.
I once made a rep wait 1 hour on the phone with me cause his "manager" was in a 3 hour meeting that could not be disturbed. after 1/2 hour, he tried everything he could think of to get me off the phone, no avail. after 1 hour, they interrupted the meeting to get the manager on the phone.
Finally, no matter how frustrated you get, don't get rude, pissy or mean. Be firm but always be polite and proffessional.
Thank you for the tips. I called again around noon and requested to be transferred directly to Executive Customer Relations. I spoke with a gentleman named James. He was very polite, and in about 10 minutes of being on the phone with him, I was told I would get a tracking number by the end of the day. At 6:57EST, I received an email from the generic Samsung delivery service as well as James with the tracking number for a new device.
I must stress that the reps on the phone were really polite. I guess it's just Samsung that is making things difficult. I didn't have this problem with my TV, but that was about three years ago. Im going to have to think long and hard about buying another Samsung device.
I'm about to go through a similar situation. I shipped my Nexus S in to a Samsung service center in Texas almost 2 weeks ago and received an email today saying my repair is on hold due to parts needing to be ordered.
My issue is a bit more complicated then a speaker but come on! I hate iPhones but st least if you have a issue with your phone, Apple gives you a refurbished one on the spot(RIP Steve).
I'm going to call Samsung tomorrow and see whats going on. I cant wait months!
Sent from my HTC Sensation Z710e using xda premium
kmmxracer said:
I'm about to go through a similar situation. I shipped my Nexus S in to a Samsung service center in Texas almost 2 weeks ago and received an email today saying my repair is on hold due to parts needing to be ordered.
My issue is a bit more complicated then a speaker but come on! I hate iPhones but st least if you have a issue with your phone, Apple gives you a refurbished one on the spot(RIP Steve).
I'm going to call Samsung tomorrow and see whats going on. I cant wait months!
Sent from my HTC Sensation Z710e using xda premium
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I've been hearing that a lot of people have not been getting their phones back in a timely manner. I was contacted by a Samsung employee on here, I pm'd you their screen name. Good luck.
Sent by carrier pigeon
Thanks I appreciate that
Sent from my HTC Sensation Z710e using xda premium
Samsung has the worst customer service I've ever seen. I live in Canada and their Canadian site only has the number for the American Customer Service centre.
I was put on hold for over 1/2 hour then told to call the Canadian customer service number.
When I called the Canadian number, the reps gave me the number of the wrong service centre so I had to call them again today and ask for a service centre close to my area.
I'm expecting a call tomorrow so I hope everything goes well. My problem is with a Samsung Dryer not a cellphone, but I've experienced the same problems before when I had to call about a cellphone issue.
Overall, they're completely useless but their products are usually solid so you don't have to call them so often!
EraqEE said:
Samsung has the worst customer service I've ever seen. I live in Canada and their Canadian site only has the number for the American Customer Service centre.
I was put on hold for over 1/2 hour then told to call the Canadian customer service number.
When I called the Canadian number, the reps gave me the number of the wrong service centre so I had to call them again today and ask for a service centre close to my area.
I'm expecting a call tomorrow so I hope everything goes well. My problem is with a Samsung Dryer not a cellphone, but I've experienced the same problems before when I had to call about a cellphone issue.
Overall, they're completely useless but their products are usually solid so you don't have to call them so often!
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I had not problems finding their number on the Canadian site.
http://www.samsung.com/ca/info/contactus.html
Talking to tech support, i even got a direct number for their Montreal repair facility.
The number you see on their stupid website is the American number. The Canadian number is 1-888-899-7605
I tried the number you mentioned and some lady with a Southern accent answered and she told me they're based in the US. She then transferred me to the Canadian branch which has the number I posted above.
EraqEE said:
The number you see on their stupid website is the American number. The Canadian number is 1-888-899-7605
I tried the number you mentioned and some lady with a Southern accent answered and she told me they're based in the US. She then transferred me to the Canadian branch which has the number I posted above.
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I've called the number on the website 4-5 times without any issues. Maybe I'm just lucky.
Dude, that's extremely hard. However, because I lose my warranty when I rooted, I won't have to deal with this issue.
In any case, whenever I speak with a customer support representative, I want to be sure to collect their ID numbers. Just knowing that the call is being recorded and that I am aware of who is on the other end helps to make folks more responsible. But I'm not sure if it will be helpful in this case. If the management states that they are awaiting a part, it seems like the salespeople won't be able to do anything. All of the aforementioned recommendations, such as being more vocal, are sensible. Your best option is most likely that. If this is happening again and again the contact samsung customer service dubai or make a call on +97145864033.
They shipped out the incorrect mic replacement knowing they have multiple versions, but make no mention of multiple versions on their website.
They said the only way they'll rectify this situation with the correct replacement part is at my expense to send it out and get charged an additional fee for labor.
No simple swap. No "Sorry for the hassle sir, send us the part and we will return the proper replacement."
I am currently awaiting a call from the supervisor.
I will update if this is a company truly concerned with quality customer support.
Called back the company and they agreed to return the proper replacement part. They kept my buisness.
Just make sure you talk to a supervisor. The first person you get a hold of will give you a scripted response.
I RMA'd my D800 for having a bad screen to US support in TX. The original issue is described in this thread:
http://forum.xda-developers.com/lg-g2/help/help-unresponsive-band-screen-d800-t3105309
They sent me an email with their repair report saying there was a charge of $75-190 because manufacture date indicates out of warranty. I replied to that email with my proof of purchase showing I bought it four months ago.
I never heard back. I called them. They did not have that email with my POP. They were confused that I was calling from my work number. Well, they had my cell phone, how else am I going to call them? They send me a link to upload my POP. It doesn't take .doc format. I convert my POP to a .jpg and attach it. I get no email reply.
I call again. Support says they got my POP, repair will be covered under warranty, and they will send it when done. I ask why my status on the repair had not been be updated. She said it takes a day sometimes to update it. OK, so I think I am good. I wait another two days, finally status gets updated from 'Awaiting Payment' or something to 'RA closed, Unit shipped back to customer'. I am nervous because that could mean they thought I never replied to them and they are shipping back without repairing. Or, it could mean they repaired it and are shipping it back. I hoped for the latter.
I got one FedEx notice that the box had shipped. I get an email a day later from LG that no repair was done because it is out of warranty and the customer did not want to pay.
So they made so many mistakes and I have been without a phone for a week now. My only concern was that since I bought i on eBay it might be an issue. But the second tech said my POP was accepted and the repair would be done under warranty on the phone.
So much miscommunication there. It seemed the phone tech support would just tell you what you wanted to hear even though they do not really know what is going on.
It is too late now but I am going to call them tomorrow and talk to a manager if I have to. I will get angry with them if I have to. I will have to now refuse the shipment, have it shipped back to them, and have them do the repair. They could give me an issue if they don't think the eBay retailer is authorized, even though it was a new phone.
What a pain.
Just went through an infuriating call with LG where they told me the POP is invalid which is why they shipped my phone back unrepairable. I asked to speak to a supervisor numerous times and they would not connect me. They spent literally 10 minutes of repeating the same thing over and over. She did everything in her power not to connect me to a supervisor and eventually hung up on me.
I wanted to explain to the supervisor that the last support person I spoke to told me the phone was under warranty and would be repaired for free. Then they ship the phone back not repaired and without warning me.
So I called back again after the 10 minute call and after trying to file a BBB complaint. The new support person I get is more helpful, tells me I can reopen another support ticket and that the problem probably was because the POP I provided did not have the IMIE, model and date of purchase clearly written on it. It did have all those things except the IMIE but I guess it wasn't enough for them.
So now I have to open another ticket, ship it back again, and hope they accept my POP. Sigh.
The LG repair center and call center handling the repairs are completely separate.
Buyer beware.
So they ship it back to me unrepaired with a new big scratch on the back that was not there when I sent it and a phone that does not turn on at all now.
I already filed a complaint with the Better Business Bureau.