Google Store Problems, need help - Nexus 6P Q&A, Help & Troubleshooting

I pre-ordered the Nexus6P, on the day it was available for pre-order, and last week, the credit card I had, it had fraudulent activity, and when Google tried to charge my card prior to shipping it, it didn't go through, so I called to get the payment switched to another card, but they said they couldn't do that. And told me that I would have to cancel and reorder, but I told them I didn't want to lose my spot in the queue, and also lose my 50 dollar google play credit for preordering, because the item is out of stock now and I wont' be able to order it and get the 50 dollar credit.
The stupid thing is, my phone case, I was able to change that payment method online and that has shipped, so I'm stuck with a phone case and no phone.
On friday, When i called, they said they would call me back after they discussed what their options were with their specialists, and I never received a call back. I have emailed support twice, and haven't received a reply to either email.
Google's customer service is terrible, and was hoping somebody could offer me advice on what I could do to get this situation taken care of.

Did you get the original card reissued with a new card number or was the original card momentarily suspended for possible fraudulent activity? If the card number was cancelled its entirely reasonable of Google to cancel the order as the original payment type is no longer valid. If the card was just momentarily suspended and the card number is still the same and now active why don't you just ask the to reattempt the authorization.
You may not like what happening, but if I cancel my card/account for fraud I absolutely expect all the merchants using that account to halt service/shipments of anything tied to that card. To do otherwise would be irresponsible of the merchant.
When in doubt, keep calling till you get someone who does what you want. If you're adamant about them charging a new payment type on the same order just keep calling and asking. Maybe you'll eventually get someone who won't follow the instructions...

A new card number was issued, however, google emailed me and said the order is on hold and to update the payment method to a new card, with a link, and when I go to the link it wouldn't allow me to update the payment method, it allowed me to do it with my phone case, but not the phone. I will keep calling until somebody will resolve my situation.,

spillytime said:
A new card number was issued, however, google emailed me and said the order is on hold and to update the payment method to a new card, with a link, and when I go to the link it wouldn't allow me to update the payment method, it allowed me to do it with my phone case, but not the phone. I will keep calling until somebody will resolve my situation.,
Click to expand...
Click to collapse
Good luck, let us know how it goes.

Were you able to solve the credit card problem with Google?
Were you able to solve the credit card issue with Google?
I am stuck in the same situation as you, as a couple of weeks ago the credit card that I used to place my Nexus 6P preorder was compromised and my credit card company had to cancel it and issue me a new one. I haven't gotten the e-mail from Google stating that they could not process my card, but trying to be proactive and solve the problem before it happens, I contacted Google several time (twice by chat, once on the phone) to try to provide them the new credit card to be used but I simply have been told that there is no way of changing it until I get the e-mail from Google stating that they can't charge my now-defunct card as the system is completely automated and doesn't allow for any human intervention at Google's side. I asked them what could I do if I get stuck in the same situation you are describing, where after getting the e-mail from Google stating that my card could not be charge no way would be provided to change the card to be used to pay for the phone and I have gotten different answers ranging from "well talk to us and we'll figure it out" to "you will need to cancel your order and place a new one". this last one specially sucks since it would place me at the end of the line and my current cell phone (An HTC One M7) is on its dying legs (it loses cellular connection and Wi-Fi connection about 3/4 of the day).
That is why I am bugging you asking you if you got this issue fixed with Google, and if so, what did you do to fix it, as I am nearing the time where I'll need to fix it (My order was supposed to be shipped by Oct. 30 but still hasn't been shipped or charged).
Thanks !

Aaaaand, I am now in the same state as you were, with Google not being able to change my payment method to my new credit card. I received the e-mail from Google asking me to change my credit card, followed the link on it asking to change the payment method for the order to the new card and the order remained on hold. Went to payments.google.com and tried doing the same and the order remained on hold. Talked to Google support and Wallet Support and they both just give me vague answers telling me to wait 24 to 48 hours. If I ask if I simply can talk to a human being and get the payment method changed I am being a spiel stating that this cannot be done because "Google values their users' privacy and security". Man, this is not fun. Google, if you guys are reading this, you need to make the resolution of problems like this a lot easier. These are far too many hoops to make your customers to go through, specially after already keeping them waiting endlessly because their orders were already delayed.

Related

HD2 Vodafone Customers beware!!

Ok, so the vibrate feature no longer works on my device. Whether it be the vibrate profile (phone stays silent but no vibrate), Haptic feedback is no longer working in keyboard and neither is the haptic feedback in HTC Sense and inc bootup.
I sent detailed info on my fault, phone was sent last friday. Vodafone sent me a txt saying they had received my device on Monday morning and then sent me another txt at 19:50 saying that the device is on it's way back to me fixed and would be with me tomorrow by Royal Mail and make sure someone would be in.
I then took the day off unpaid and the device never arrived until this morning. I was so excited to get it back but already annoyed due to losing pay yesterday. Opened box and there was my baby. I popped in my battery and no vibrate during boot?? No haptic feedback in keyboard (checked settings)??? Then tried vibrate profile and rang my phone, surprise "No Worky" phone silent and no vibrate. ??? Checked accompanying documents. One is a check list from engineer. As Follows:
"Reported fault Resolved Tick (No it's not)
Data Content Cleared Tick
Latest Version Software Same as sent
Established Live Call Tick
Incoming Audio (speaker) Test Tick
Display Test Tick
Keypad Test Tick
Imei: *********************
Date Test Completed 25/01/10"
Then letter says:
"hank you for sending your phone to us for repair, we are pleased to say that the fault has been fixed.
What we've done
One of our engineers has throughly tested your phone. The fault on your device has been corrected by upgrading the software to the latest manufacturer approved version. If you mentioned any other faults when you booked the repair, these will have also been fixed.
As part of the repair process, we have given your phone a full internal service including upgrading the software inside the phone, as this is how many faults are fixed. The software is responsible for many aspects of how the phone actually works and though you may not expect it, upgrading the software can increase battery life and memory capacity, and provide you with a more up to date phone.
If you need us again
You can pop into the shop or call customer services, blah blah blah."
Well what BULL. The software is the same as previous (before sending) Phone has not been fixed. I lost a days pays (although my choice I surpose for doing as they asked) And I'm now worse off.
I popped into vodafone store and they said they could do nothing as they dont sell that phone instore and were not even aware of the model. See said call 191 from phone. And all they would do is send it off again. I'm reluctant to do this as I'd be without a phone for further number of days. working virtually non-stop over next couple of weeks so being in to recieve the phone may be a prob. I just feel like taking they phone and both signed documents to a solicitor.. They clearly state it's been repaired but it's not. Exactly the same as was sent. Well as soon as contract is up with vodafone I'm going back with O2. First time with Vodafone and also my last!!
Sorry for the rant. Any Idea's? What would you do? Should I send it off for repair again or demand a replacement or just shut up and take it like a *****???? Thanks for listening... Anyone a Solicitor?? lol
Just for reference, the shops, the internet shop, and the phone shop are 3 different branches of the same company. They do not share deals, devices, staff, or even knowledge. This is quite common, and normal for most (if not all) of the major providers.
Anyway, I'd ring back and just explain to them what you've explained to us. Try and stay calm with them but be very persistent. Don't end the call till they've acknowledged what the fault is by telling you what they've recorded on your notes, and they've agreed to once again collect the phone.
If you do need a phone while it's away (do you? You already received text messages from them last time it was away), they may be able to arrange one of the shops to do you a loaner for a while, but it will be a piece of crap that will make you blush when you have to pull it out in public.
My best advice would be to not get angry on the phone with them. It's done, and the person at the other end of the phone isn't responsible for the problem. Too many people start these conversations aggresively, and that won't get you any further. If I was CS staff and someone rang up and started ranting at me immediately, I'd be disinclined to be as helpful as I could.
I know it's crap, but it is what it is, and the phone simply needs fixing or replacing.
Good luck, and let us know how you get on.
Thanks for your quick reply. The only reason I popped in store was because the letter said I could and I was going into town anyway so took my chance. I was very pleasant on the phone (couldn't have been anything else as I have a really sore throat and a blocked nose, lol) In fact i'd say that the Welsh guy from customer services is about the only thing Vodafone currently have going for them. He was great and very polite. Just waiting on his supervisor calling me for a chat but said it could take up to 48hrs.
Will keep you informed, Just cant believe they say that the problem is fixed. Well gonna keep smiling and looks like i'll have to use my mates pink flip up phone again for a while. uughhh, I'm not gonna hear the end of that I can tell you.

Can tmo tell if I changed sim cards?

Well it is hard to come up with a question...I contacted customer service because I am tired of data disconnects and seems to be a phone issue since seems to happen on all ROMs plus I have a bad screen and emmc chip..and one of the corners on the screen is a little lose (i think due to a fall so it clicks as i swipe not a biggie though), anyways customer service first had me shift to 2g...no solution there then they said to go to a store and get a new sim card even though this is a brand new one that came with the phone in April. Can customer service tell if I contact them to say the problem still works after adding the new card or should I go in to get the card..plus I am afraid some jerk in the store would need my phone and would notice root....
So just wondering if I say I replaced it if they would go and do warranty replacement or would it show that i didn't change sim cards?
beezie916 said:
Well it is hard to come up with a question...I contacted customer service because I am tired of data disconnects and seems to be a phone issue since seems to happen on all ROMs plus I have a bad screen and emmc chip..and one of the corners on the screen is a little lose (i think due to a fall so it clicks as i swipe not a biggie though), anyways customer service first had me shift to 2g...no solution there then they said to go to a store and get a new sim card even though this is a brand new one that came with the phone in April. Can customer service tell if I contact them to say the problem still works after adding the new card or should I go in to get the card..plus I am afraid some jerk in the store would need my phone and would notice root....
So just wondering if I say I replaced it if they would go and do warranty replacement or would it show that i didn't change sim cards?
Click to expand...
Click to collapse
I don't think they can determine your Sim card. they always ask me to read the number out when I called customers service. You should just return your phone to stock, bring it to a store and tell them your story, but also say that you've already try changing Sim cards. You could even say you tried your friends Sim card and the same problem occurred. They'll most likely fill in an exchange form without much hassling because it doesn't affect their business anyways.
Sent from my HTC Glacier using XDA App

[Q] Nook Simple Touch outside the US, 1.1, and more questions...

Hi.
The Nook Simple Touch is the only e-reader that matches my requirements - good to hold, e-ink, touch screen AND hardware page turn buttons, NOT an Amazon device. Thought I'd mention that BEFORE someone recommends the Kindle, or Kobo, or whatever!
Having said that I live in the UK. My friend who is on business in the US just now is supposed to bring one back but has just messaged me to say that his father's device (bought last month) has been locked by B&N as it is for "US users only". I believe he simply activated the device by creating a B&N account and registering it back in the UK. I had suggested, before hearing about this locking, that he turn mine on over there and register it on a US IP address and then turn off wifi - I would use Calibre PC Sync only so B&N would never "see" the device connect to themselves again.
Several questions -
1. Would my approach work? i.e. Register it in the US, turn off wifi.
2. Is it possible to kick my friend's dad's device back into action somehow? Preferably without rooting.
3. Is it possible that my friend's dad's device was locked by 1.1, assuming he had wifi on and the update was pushed?
4. Would there be a way to get 1.1 and not be locked?
Basically, we'd both like 1.1 (for the benefits it brings) but not fussed about rooting.
Thanks in advance for any help you can offer.
Well first off I'm a newbie for this forum therefore I may not be fully equipped for your question.
Then again I'm using the NST for some time (3 months), I'm not in US (Turkey), the device was never been logged in US (as far as I know).
I've never experienced any locks or malfunctions since. The only thing I can't do is purchase a book. But then I never tried I'm sure I can find a way.
I'm using it's wi-fi browser, since it is rooted in it's first week I'm using dropbox to manage my ebooks.
PS. I have a B&N account for a valid but unreal posting address.
I'm outside of the US, using a nook very nicely (IMHO better then the kindle or Kobo)
I've updated to 1.1 without a hitch and everything is running smoothly. As for registration, you can try this (wish i new about it when i activated mine)
http://forum.xda-developers.com/showpost.php?p=15618850&postcount=8
otherwise, what i did, I just filled in phoney information to get past the registration. My device is never on wifi (battery drain) and i sideload any updates. Since i use this as a dedicated e-reader, I've not bothered rooting it at all (I can't say the same for my phone)
I'm in Brazil, and I've restored and reseted my nook about three times since last week, and everytime I wiped it clean, I has to put my login, which worked fine.
To get books, I use a proxy on the computer - telling BN server that I am in US -, get the books (buy ou just get the freebies), and then connect my nook and download it, using even local server. It can be bothersome to buy on computer, but it works.
apeine said:
To get books, I use a proxy on the computer - telling BN server that I am in US -, get the books (buy ou just get the freebies), and then connect my nook and download it, using even local server. It can be bothersome to buy on computer, but it works.
Click to expand...
Click to collapse
Interesting, I tried the US proxy method several times when I first got my NST, and I also have a US shipping address registered with B&N, but still my orders were cancelled.
I suspect the reason was using a non-US credit card, but then why were you able to buy eBooks?
Anyway, there's a way around it all if one absolutely must buy eBooks from B&N, just buy electronic gift cards and use them to purchase eBooks
I've entered my virtual credit card number, to try this and succesfully downloaded free books tonight.
Without spoofing or proxy...
As for buying can't tell yet.
Well, I have an international credit card, and it works like a charm.
I have a truckload of free stuff from BN, and they were all downloaded on my house's wifi.
Thanks all for the replies!
Couple more questions - isn't that bypass registration trick for the colour Nook? Or does it work for the NST too?
When you've talked about fake info in your B&N account, what details do you need there? Is it just a phoney US address, or a credit card and real address, or credit card and phoney US address? As I wouldn't be buying from the site I don't think it would matter that my credit card had the wrong address?
Cheers again for the help.
jabok said:
Thanks all for the replies!
Couple more questions - isn't that bypass registration trick for the colour Nook? Or does it work for the NST too?
When you've talked about fake info in your B&N account, what details do you need there? Is it just a phoney US address, or a credit card and real address, or credit card and phoney US address? As I wouldn't be buying from the site I don't think it would matter that my credit card had the wrong address?
Cheers again for the help.
Click to expand...
Click to collapse
The registration trick should work for the nook, according to the thread. I've not tried it, so can't speak to it.
As for information, What i did was register online the B&N's website, placed my order for the nook to a friend of mine who lives in the USA, then when activating my nook, just entered my user/pass. I don't remember exactly how i paid for it, it was either Credit card or PayPal. That information is probably still tied to the account.
I think i'll go check when i have time and remove those references.
Matridom said:
The registration trick should work for the nook, according to the thread. I've not tried it, so can't speak to it.
As for information, What i did was register online the B&N's website, placed my order for the nook to a friend of mine who lives in the USA, then when activating my nook, just entered my user/pass. I don't remember exactly how i paid for it, it was either Credit card or PayPal. That information is probably still tied to the account.
I think i'll go check when i have time and remove those references.
Click to expand...
Click to collapse
Hi there...
I live in italy and did exactely the same (middle september, if i'm not remember bad)...
I've just create an account, paid with debt card, shipped in USA address...then , when i received in italy, just activated with my BN account.
Until now, i've never updated via wifi because i prefer to check often on BN website and download from there... it is really a simple method and usually you can find it on support site 1 or 2 week before they release it via wifi
Had some questions about my experience with this -
1. Do you need to fake a US address? (I'm in London, UK) Do you need to enter real card details?
2. Does the OoBE Skipping technique work? (seems like Nook Color only)
3. Did you manage to update it to 1.1?
My answers, if it helps anyone...
1. See 2.
2. The Skip OOBE technique works fine. I didn't do it myself as I got my friend to try it in the US before he came home in case we needed to try something else... we figured it might help if he was in the US at the time. As it turned out that wasn't an issue as the "skipping" technique worked perfectly.
3. I backed up my Nook as per this thread - http://forum.xda-developers.com/showthread.php?p=15115162 - before doing anything at all. I was on version 1. I backup up, then sideloaded the 1.1 update and backed up again. There were no issues so the backups weren't needed but better safe than sorry.
Notes: I don't use Wifi at all and sideload all books. I had no intention of using wifi so have no idea how skipping registration affects online use. The Factory menu "trick" doesn't seem to work in 1.1 (for me at least)... so be careful if you go to 1.1 first it might stuff things up.
Cheers for all the help here.
The factory mode does indeed work on 1.1:
1.Hold the right top button and move your finger from left to right on the top of the screen.
2.The factory button will appear at the bottom right of the screen, tap it.
3.Hold again the right top button and tap the right bottom part of the screen, where the factory button appeared
4.A button labeled skip oobe will appear, tap it, your done
^ Thanks for all the details!
eded333 said:
The factory mode does indeed work on 1.1:
1.Hold the right top button and move your finger from left to right on the top of the screen.
2.The factory button will appear at the bottom right of the screen, tap it.
3.Hold again the right top button and tap the right bottom part of the screen, where the factory button appeared
4.A button labeled skip oobe will appear, tap it, your done
Click to expand...
Click to collapse
Cool, does it just work from the main register/pre-register screens then? Obviously as mine is already skipped I was just trying it from the regular home screen - and it didn't work from there, for me.
It works before you register or after you deregister, on the first screen that appears, without clicking any button, don't know if I've expressed myself correctly here
eded333 said:
It works before you register or after you deregister, on the first screen that appears, without clicking any button, don't know if I've expressed myself correctly here
Click to expand...
Click to collapse
Ah okay, that makes sense, cheers. I was trying it after registration had been skipped just out of curiosity, to see what else was in the Factory menu.
Just wanted to report back about my battery life so far with the Nook Simple Touch.
I received the Nook on the 3rd Dec.
From the 3rd (battery at 80%) to the 13th Dec, I've needed 2 full charges, thus a charge is averaging 5 days.
I've been thinking that the battery may be faulty (lots of posts online that some batteries cannot hold a charge). So i googled it for a while. I then came across a post on the B&N forum AND XDA, saying that if you keep your nook unregistered, the battery life will drain much quicker. I decided to put this to the test.
http://bookclubs.barnesandnoble.com...reader-battery-life-lousy/td-p/1071104/page/7
(cant find the XDa post atm)
I proceeded to Factory Reset the device and log in with an email address (skipping the card details) after the 2nd full charge.
It has been about 36 hours since the full charge and the battery is at 96%. (Avg 1.5 hours reading every day). From simple extrapolation (I know this wont be accurate), it should last me 37.5 days! Pretty big difference compared to the <5 days I have been getting.
Not sure if its the Unregistered part, or whether my Wifi Radio was not shut off properly before (and registering allowed me to turn on and off the Wifi properly), but so far it seems significantly better.
Will report back when the next charge is due.
PS. Not all USB cables work with the Nook! Was going mental about it, thought my eBay seller ripped me off! Use the supplied B&N cables (somehow my Samsung Galaxy S USB cable works too)
Why would a unregistered Nook Simple Touch's battery drain faster than a registed one
I live in the US and could register the NST, but it's the pricipal of the matter and I don't want to register it. I completely disagree with having to register a device when I OWN it, not Barnes and Noble.
I do not wish to root it. I do not wish to receive free books or content from B&N.
I just want my sideloaded NST to have the "2 month" battery life that B&N advertises WITHOUT registering to a B&N account.
The thing is, I have read on other forums (as well as the post directly above) that bypassing B&N registration causes the battery to drain really fast... faster than the ~2% a day WITH registration.
Currently I am experiencing the same average 20% battery loss per 24 hours with Wifi OFF and little to no use. 20% a day equals recharging every 5 days, which is far from the advertised "2 months" or 2 weeks (claims from reviewers) for that matter.
I have scoured the internet and I know others are experiencing the same battery drain with an unregistered nook, but I cannot find the reason as to why this is.
Personally, I really dont understand how bypassing registration would have anything to do with the battery...but, I am not very tech savy.
Any suggestions as to how to fix the battery drain issues on a nook that is not registered to a B&N account as well as an explanation of what is causing this issue?
SsummerSsarah said:
I live in the US and could register the NST, but it's the pricipal of the matter and I don't want to register it. I completely disagree with having to register a device when I OWN it, not Barnes and Noble.
I do not wish to root it. I do not wish to receive free books or content from B&N.
I just want my sideloaded NST to have the "2 month" battery life that B&N advertises WITHOUT registering to a B&N account.
The thing is, I have read on other forums (as well as the post directly above) that bypassing B&N registration causes the battery to drain really fast... faster than the ~2% a day WITH registration.
Currently I am experiencing the same average 20% battery loss per 24 hours with Wifi OFF and little to no use. 20% a day equals recharging every 5 days, which is far from the advertised "2 months" or 2 weeks (claims from reviewers) for that matter.
I have scoured the internet and I know others are experiencing the same battery drain with an unregistered nook, but I cannot find the reason as to why this is.
Personally, I really dont understand how bypassing registration would have anything to do with the battery...but, I am not very tech savy.
Any suggestions as to how to fix the battery drain issues on a nook that is not registered to a B&N account as well as an explanation of what is causing this issue?
Click to expand...
Click to collapse
I do not see the "issue"...
Registering a Nook does not mean you will receive spam from BN, 'cause you can decide to do not receive it....
I just receive newslettetr , because i want it, nothing more... If so, what to say about Kindles with advertising????
Sometime i really do not understand peoples: when you are buyng a car, you need to regiter it, but i neve ear about someone said "i'll not buy a car, because Government ask me to register it..."
The ISSUE is that it does not make any sense that the battery should drain if it is unregistered. I am COMPLETELY aware that you do not receive spam. I just do not want to receive ANYTHING from B&N. I hope the next person who posts can answer my question, not assess why I don't care to register my Nook.
My ISSUE is this:
How do I prevent battery loss if I bypass the B&N registration??

Today is Official Launch

OUYA sent out an update last night on Kickstarter saying today is the official launch.
Site changed from "pre order" to "buy now".
http://www.ouya.tv/
Just got my Ouya. Two hiccups:
1) After updating, I needed to turn the wifi off then on (in the Android setup menu) to reconnect to the network. Otherwise, it wasn't seeing the network.
2) Wow, you need a credit card just to finish setup?! I don't kiss on first date. I don't like to give credit cards out before getting to know the Ouya. Not cool. My probability of returning the unit went up to 20%.
Atleast you have a unit... I pre-ordered february first and not on my doorstep.
I even have an email saying that i should recieve my unit in april.
Contacted support and they said it will ship in a little while.
Thanks aholes!
coachclass said:
Just got my Ouya. Two hiccups:
1) After updating, I needed to turn the wifi off then on (in the Android setup menu) to reconnect to the network. Otherwise, it wasn't seeing the network.
2) Wow, you need a credit card just to finish setup?! I don't kiss on first date. I don't like to give credit cards out before getting to know the Ouya. Not cool. My probability of returning the unit went up to 20%.
Click to expand...
Click to collapse
You don't need a credit card to complete the setup, it's optional, at least it has been prior to last nights update. In fact, they just added support for prepaid cards two updates ago, so there's no way they are requiring a card. I know when I setup my console, it asked if I wanted to enter it, I just hit cancel or whatever it was and that was it.
Not saying you're wrong, it could very well be a bug or something, which wouldn't be good, but you're the first one I've seen say that today.
JLCollier2005 said:
You don't need a credit card to complete the setup, it's optional, at least it has been prior to last nights update. In fact, they just added support for prepaid cards two updates ago, so there's no way they are requiring a card. I know when I setup my console, it asked if I wanted to enter it, I just hit cancel or whatever it was and that was it.
Not saying you're wrong, it could very well be a bug or something, which wouldn't be good, but you're the first one I've seen say that today.
Click to expand...
Click to collapse
I didn't enter it willy nilly. Tried really hard to avoid it, but couldn't. Even searched online to see if there was a trick to it.
coachclass said:
I didn't enter it willy nilly. Tried really hard to avoid it, but couldn't. Even searched online to see if there was a trick to it.
Click to expand...
Click to collapse
This happened to me too i think its the most recent update that does this.... Ive had mine for about a week, but for some reason yesterday after i updated it kicked me out of my account and made me re login and forced me to add a credit card... not sure if it can be removed after the fact though havent bothered to try it yet...
coachclass said:
I didn't enter it willy nilly. Tried really hard to avoid it, but couldn't. Even searched online to see if there was a trick to it.
Click to expand...
Click to collapse
sorry if I came off thinking you were dumb in some way, I didn't mean it like that at all! After I replied, I actually heard many others saying the same thing. I wonder why they required this! It makes no sense, unless it's another layer of protection against bootlegging from the market. But if that was the case, they should have come out to say it.

Lost Phone > File Claim > Phone Shipped > Phone Found > New Phone in Mail

Hello,
I think my topic title is pretty self-explanatory. However, here it goes....
I somehow put my phone on top of my visor in my car. This is a place I have never placed my phone before. I am not sure how I ended doing that. I parked my car and went to work. When I got to work, I couldn't find my phone. I retraced my step back to my car, and I couldn't find the phone. I called it from my work phone, and of course I couldn't find it since I was at my desk. I attempted to use Android Device Manager to locate the phone, and the phone showed as "unavailable." I am not sure why, and since I had lost my phone at work about four months ago, I came to the conclusion that I must have left/dropped it somewhere between leaving my CAR and getting to my desk and someone found it. This person did not intend to return it, so he/she turned the phone off.
I filed a lost/stolen claim with Asurion, and the claim was approved. Asurion already shipped the phone. When I got off work and got to my CAR, I then noticed that my phone was on top of the visor. There is nothing wrong with the phone, and it is basically only less than four months old. I want to keep my phone. I have spent the past hour researching what happens when you find your lost phone that you already filed a claim for, and I did not really find my specific scenario. One thing is clear: the "lost" phone legally belongs to the insurance company and must be returned if/when found.
However, here's my concern: although I am getting an upgraded model (I have the Note 4, and I am getting the note 5), I don't really want the new phone since I have found my phone. However, I do not want Asurion to impose keeping my $200 bucks and having me return a perfectly good phone with no issues. I want to "reject" their new phone, since I have not received it, get a refund, and continue using my phone. However, based on what I have read so far, once a phone is reported as stolen, the ESM is deactivated and blacklisted (sometime, that is not really the case from what I have read), I may not be "able" or "allowed" to keep my phone and must keep the new one I have not received or used (by the way, it should already be activated when I do receive it). I really want to keep my phone.
I understand that Asurion would be the one who can address my concern, but I am wondering if anyone has been in my shoes. I am not talking about finding your phone after you've received the new one AND used it. I am talking about even before you receive the new phone... and when you do receive the new one, you do not use it.
Thoughts?
It appears that I was concerned for no reason. I called the ins co, and I was told all I needed to do is refuse the package when it gets to me, and I should be fine. I tried making calls, and I wasn't able to. So, I called Sprint and I was able to take care of that without speaking to anybody.
The insurance company did tell me that they won't clear my ESN until they receive the refused phone. Hopefully, I won't get into a battle with them about the bill, which I was told would be getting rid of after they receive the package.

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