Related
I've had a vario II for just under 3 weeks and have to say i'm quite happy with it. I'v had a few times where the device freezes - but nothing major.
One thing that is bugging me is the screen alignment issue - it happens every other day it seems. I've read many of the psots regarding this - and have one question:
For those of you on T-Mobile UK and have this issue - did getting an exchange solve the issue, or did they end up sending a new device with the same or worse issues?
SO should I stick with what I have or risk a new device that may be better/or worse than mine..... bit of a dilemma...
your thoughts/experiences please.
Thanks
rabmc
i'd send it back before your 28 days are over, otherwise tmobile will only repair your phone, not exchange it.
however, exchanging your phone may result in having more issues even though it may be a later batch.
I had one with the screen alignment issue first, now got a new one on Sunday and having loads of issues.
1. My 2 day old Voda 1605's stylus got stuck today so i had to pull it really hard to get it back out, i then put it back in and it was really stiff and hard to get back out, but when it did come back out, it also pulled out some piece of rubber now the stylus is really lose.
2. Also, compared to my previous tytn, the slideout keyboard is really loose.
3. Some Keyboard Keys also does not work properly, you have to press them really hard.
it seems it's really hard to come by a Tnyn that works.
bbasra said:
i'd send it back before your 28 days are over, otherwise tmobile will only repair your phone, not exchange it.
Click to expand...
Click to collapse
That's unlawful check here
"What does the "reversed burden of proof" mean for the consumer?
It means that for the first six months the consumer need not produce any evidence that a product was inherently faulty at the time of sale. If a consumer is seeking any other remedy the burden of proof remains with him/her.
In such a case, the retailer will either accept there was an inherent fault, and will offer a remedy, or he will dispute that it was inherently flawed. If the latter, when he inspects the product to analyse the cause, he may, for example, point out impact damage or stains that would be consistent with it having been mistreated in such a way as to bring about the fault.
This reversal of the usual burden of proof only applies when the consumer is seeking a repair or replacement. After the first six months the onus of proof is again on the consumer"
Earlier this week, my less than 90 day old Samsung Focus suffered an apparently self-induced meltdown (pics below).
The problem started when the phone started repeatedly making the sound that you make when you plug it in to charge or sync it. The phone was not plugged in at the time.
First I unlocked the phone and found that it seemed to be fully functional, but the repeated tone continued - almost as if there was some type of internal short which caused the phone to think it was being plugging and unplugged over and over. I rebooted the phone, thinking that might resolve the issue. After a few seconds up returning to the lock screen, the repeating tone started again.
I unlocked the phone again and noticed that the battery indicator icon was sort of flickering each time the tone sounded. Hmmm, maybe plugging the phone into the Samsung wall charger will help. Plugging the phone in did stop the repeating tones, but after ~30 seconds I smelled a strong smell that smelled like burning electronics.
I picked up the phone, realized that was where the smell was coming from, and quickly unplugged it. After doing so, I noticed that the USB/charge port in the phone was melted, as was the male end of the Samsung USB cable.
I took the phone to my local AT&T corporate store - they had not seen or were aware of a related issue. Since I've had the phone more than 30 days, I was not eligible for an in-store exchange.
The AT&T rep that I was working with gave me paperwork for the AT&T Device Service Center (DSC) in town, and told me that they'd likely be able to take care of my phone under warranty.
I went to the AT&T DSC and relayed the above story to them. After speaking with a technician, supervisor, and manager I was told that they had no record or service bulletins related to the issue. As a result, they could not warranty my phone. The manager told me that my phone fell into the "damaged phone" category, which is not covered by the warranty.
I argued that the damage which occurred to the phone was not due to my negligence (i.e., dropped it in a toilet, ran over it with my truck, etc) , but because I simply plugged it in. To no avail - my Focus was a "damaged phone which was not eligible for warrantly repair or replacement".
The manager said that I had two options - contact the AT&T warranty department who could "assist" me with a replacement phone, but would charge my account the full, no-contract price or submit an insurance claim with AT&T, pay the deductible, and get a "like-new" replacement phone.
I am currently awaiting a phone call from a supervisor with the AT&T warranty department, who is to contact me within 24-48 hours.
This sucks...
Run Around
Contact your state consumer affairs office or the attorney generals office. This phone failed, it was not damaged IMHO. I contacted the warranty center as well for the same problem, but no damage yet. The female Technical Support person I spoke to told me the following:
. This is a known problem and she had MANY complaints about it.
. In a Technical Support meeting, they were told this was a known issue with Microsoft and an upcoming release contains a fix for it.
. They suspect it is caused by a virus invading the phone via internet browsing.
. They won't do a warranty exchange if there is a virus in the phone.
The virus part is absolute garbage. Since, as users, we don't control internet security, they are still responsible IMHO. I contacted my ATT store manager and he assured me they will get me a replacement under warranty, even though mine is 60 days old. I have the extended warranty. Mine only happens occasionally now and the frequency is getting longer between issues.
AT&T has turned into a garbage company since I worked for them nearly 10 years ago. At one time they were the Walmart of cell phone companies, if anything was wrong they would make it right. Now, they avoid satisfying the customer at all costs if it means they have to spend some money.
This is a scary situation b/c I can easily see ATT and Samsung both tryin to sidestep this problem. I haven't seen this problem stated on many other forums but even so, they should try to resolve the issue and not automatically blame it on you. The usual "User error" bs... I try not to keep mine plugged into the wall charger for too long b/c it charges quickly and does get a bit hot if left charging (personal experience). I forgot and had it running an app that could stay in background through the lock while plugged in and that made it get very hot to the touch. Won't do that again. But this issue needs to be addressed b/c it isn't some minor flaw, but something that leaves your new phone useless.
This sounds like a story told many times over the years. You are outside of warranty. You are hosed.
Then, when it gets out in the media that more than one user is having the same issue, magically there is warranty coverage, even for phones that are past the cut off date for a normal warranty.
XBOX 360 Red Ring of Death - warranty period extended.
Cars - it happens all the time.
Some laptops catching on fire
Anyone else think of some more examples?
I've also been concerned about the USB port. On my phone, this is the hardest to use USB port I've owned, and I've owned MANY! You have to fuss with it a LOT to get the cord to insert properly. I am afraid that over time, a pin will get bent due to being tough to insert. I wonder if that is what might have happened here?
unless they can prove your negligence, aka liquid damage or something you purposely did to make this happen, they have to warranty this... i would warranty it, and i used to work for both companies and thats the kind of decision they paid me to make... stand up and dont give in...demand a new unit...its your right...
I wonder if I can interest anyone on this forum about a curious warranty situation. Also I hope I'm not outside the forum regulations on this general call for help. I would greatly appreciate any advice from people who faced similar circumstances.
The Story:
Following a botched repair attempt, I recently Googled around one of Samsung Electronics' warranty sidekick by the name of Anovo. Judging by the many terrible experiences people are having with them, I wish I had researched better before sending off my device. Then again you don't expect a reputable company to send you to the 'dogs'. Anovo honestly are not doing Samsung any 'service' either.
Anyone will know the top end Galaxy Note and the market value to be in the range £400-£500. The second hand value given any damage arguably around £200. I'm guessing this, based on the price of a working screen/digitiser.
Well I sent mine in for repair on 1st June 2012. I had just returned from holiday. The phone had been exposed to the very hot and sweaty conditions of my shirt pocket for several days. After reporting the phone as not powering and dead to warranty department, amazingly, that evening it suddenly came to life. I reported the change of circumstances immediately on their warranty number. I was surprised how courteous and welcoming the customer support rep was. I then used the device for 3 days all features working except main camera and stylus. Even battery consumption was the same. Why 3 days? I was in waiting for the envelope to arrive. I began to wonder if I should actually send it in or sell it. Optimistically I took a split decision to hand it in, hoping that Samsung repairs may correct what I thought in their eyes might be a very simple issue.
Cut a long story short, the phone came back completely dead again. The explanation... the phone is not covered under warranty due to water damage. OK let's say we accept the phone had water penetration given the conditions it was in, can anyone spot the strangeness?
Great! I hope anyone reading can appreciate a repair company is actually supposed to fix/return and not break items. Even if one were to argue 'well in the course of fixing something there is every possibility it can get worse'.
Surely this is why companies take out insurance and accept their liabilities. If it was working when it reached the repair desk, surely it should be returned to me in the same state it was sent?
Furthermore, I could not find any warranty terms and conditions to state that if in the repair process my phone failed, they would remove themselves from blame.
After having returned it to Anovo a second time with the same excuse yesterday, I really don't have much other options except legal. Anovo the shoddy firm that Samsung uses to repair the phones is going to return the item ...dead. The main thing they refuse to admit or discuss... if the engineer took notes that the item was working prior to opening it up.
In the meantime I will do my very best to let others know of the austerity measures others may experience when they return their part working phone under warranty.
PLEASE BEWARE SAMSUNG REPAIR PARTNERS MAY RETURN YOUR PHONE AS COMPLETELY DEAD IF THEY CANT FIX IT OR IF IT FAILS WARRANTY
Any independent comments or advice welcome. Am I justified in my expectation or not?
Unfortunately this "water damage" mallarchy (which I'm pretty certain was all started by apple with the iphone) is pretty standard practice now for most companies. I believe they have litmus strips within the phone which discolour when water gets to a dangerous level, but how accurate they are is anyone's guess.
I know I take my phone into the bathroom when I have a bath to listen to music and sing innapropriately and on more than one occasion I've taken the battery out days later to find worrying amounts of moisture collecting internally. Maybe I've just been lucky.
It does seem a little suspect that they return it completely unworking, and yes, I would definitely get back to them stating that they've sent it back worse off than when you sent it in. If you're in uk, it may be worth having a chat with citizens advice bureau. I find them incredibly persuasive for things like this.
All the best mate, hope you get something resolved satisfactorily.
Sent from my Paranoid Android GT-N7000. It doesn't get much better than this!
If you want to hear a worst case scenario with verizon employees and new hardware defects, here you go. Kudos if you read the whole thing, I don't expect most people to...unless you're one of those people with a faulty battery/camera flash/screen/speaker. Then, enjoy and beware.
What follows is a true story.
Thursday 10/30/2014 12pm – Purchase Droid Turbo #1
– Went to Verizon Store and worked with sales associate John to purchase my new droid turbo. I traded in my OG droid razr maxx for $100 rebate, and then John tried to “sell” me a wireless charger for the device by saying he could waive my upgrade fee to apply towards the product. Having already read about the promotion for waived upgrade fees, and knowing it is not only applicable towards products in store (as John was insinuating) I declined, feeling decidedly like John was trying to take advantage of me and the lack of knowledge I may have about current Verizon promotions.
Friday 10/31/2014 –Full Day with Droid Turbo #1
Used Turbo Unit 1 for 24 hrs, after charging to full. My battery drained unusually fast, so that I was getting less than 20 hours on the battery. I took screenshots of my battery reports during two full discharges to demonstrate to reps that the battery was in fact underperforming, knowing that evidence would be useful because it is hard to just look at a phone and tell it has a battery issues.
Saturday 11/1/2014 – Return Turbo #1 for Turbo #2
11am- Returned to Verizon store. I worked with sales associate “Ross” and brought my concerns to his attention. He also frequently made furtive trips to have whispered discussions with Andre, who I assume is his manager, throughout our conversation about my wanting a replacement unit. They did a “test” on my phone in which they just opened up a call and let it sit for 15 minutes, then said “oh it looks like it drained normally.” As if they know, on a phone that is literally 2 days old. I could tell they were bullsh*tting me, they had no interest in looking at the battery data I had saved on the phone demonstrating the VERY fast discharge, and when I expressed my displeasure, Ross again went and had another whispered conversation with Andre, and he came back and said “we want to help you out….” He proceeded to tell me that they would replace the unit for me. He then went into the back and came out with a box in one hand and another Droid Turbo unit in his other hand—I never saw him take it out of the box. He switched my sim card into the unit he brought from the back, and said I had to keep my current box/etc and did not give me the matching box with the unit. Here is the first time I have a unit that doesn’t match my box/IMEI number information. This is despite me requesting the box to keep the serial numbers consistent.
Saturday 11/1/2014 – Later that Day with Turbo #2
When I get Droid Turbo #2 home and start using it that evening in low light conditions, I see that there is a noticeable change in color from the top left to the bottom right of the screen. It was evident in multiple apps, and although subtle, is very apparent when you utilize a graphic designed to test color and brightness consistency on a display. (I used Display Test app, “viewing angle graphic” which demonstrated clearly the screen was not uniform.) I make plans to go in on Sunday and have it exchanged for a unit with consistent color reproduction.
Sunday 11/2/2014 – 11am. – Returning Turbo #2 for Turbo #3
I return to Verizon for the 3rd time in 4 days. At this point, I am feeling decidedly emotionally raw from my previous experiences in which I felt that employees had ZERO interest in what I had to say or show them. I explain that I’m here to have my device replaced because the screen color is not uniform. They immediately get General manager Steven S. to deal with me, and after taking a cursory glance at my unit underneath glaring overhead can lights at the front desk (where you can hardly see the screen anyways) tells me “He doesn’t see a problem.” I am detecting barely contained hostility at this point—I feel that the employees have labeled me as a “problem” to be dealt with. Another employee, Matthew, hovers nearby the entire time I’m dealing with Steven, making me feel even more ganged up on and adding non-helpful comments from time to time. At this point they have made no effort to get any information from me. I needed to tell them that the flaw is visible in dim light, when the screen brightness is turned down lower, and how you can see it in certain apps, etc, but they took a defensive posture from the beginning as though they had already decided I was wrong.
After nearly 90 minutes standing at the counter arguing in front of MANY CUSTOMERS IN THE STORE, that there was a flaw that CAN BE PERCEIVED, I plead for them to just LOOK more closely at what I’m trying to show them. I am at my wit’s end at this point, ready to cancel my contract.
Steven S. finally goes to get a magnifying instrument resembling a jeweler’s loupe, and looks at the test graphic that clearly shows the non-uniform screen through it. HE AGREES THAT HE CAN SEE THAT THERE IS A NON-UNIFORMITY IN THE COLOR REPRODUCTION ON THE SCREEN!!! This is an important point, because later on I am told that “there was no defect found on the units I returned” by Solutions manager Jeff.
Steve S. agrees to replace the unit as defective and tells me Matthew will get my replacement. Matthew then goes into the back and does not emerge for nearly ten minutes. Just to get my unit from the shelf? When he comes out of the back, again, he is holding another turbo unit in one hand, and the box it may or may not have come out of in the other. Like Ross did for my last replacement, Matthew swaps my sim card into the other unit, but does not give me the new box despite my asking to exchange, again, to keep serial numbers consistent.
At this point they could have given me back the unit I had returned the day before and I would not be any wiser. I’m feeling more and more uncomfortable about the lack of transparency in this process, and the way employees at this store are handling my complaints and concerns in general.
I leave the store, vowing never to return and completely emotionally traumatized and exhausted from the process.
When I get home that evening…
…and start to use my Droid Turbo #3….the flash starts to malfunction. At first it just misses timing on a photo every third or so, making photos oddly red and dark. Then, it’s giving an odd “half flash” instead of a fully bright flash occasionally. Solutions Manager Jeff G, sent me text message following up on my customer experience. I responded:
(Mon, 11:31 AM) “the camera flash has been wonky on two occasions, like it isn’t timed right with the shutter..I’ll wait and see how it works out.” He does not respond.
Sunday 11/3 and Monday 11/4 – Turbo #3 Flash Not working at all, periodically.
As I’m testing the camera over Sunday night and Monday morning, the flash stops working completely on three different occasions. Even when set to “always on” the flash has just stopped turning on. It gives a weak “half flash” the first time you try after it’s been sitting a while, then just never turns on again. This happens on and off as I test the camera in various lighting situations. Clearly a malfunction, by any definition.
Again, I text Solutions manager Jeff G:
(Mon 6:49pm) “Hahah crud. My flash no longer works at all. Apparently it wasn’t going to be ok.”
Jeff G responds:
(Mon 7:06pm) “At this point, any manufacture defects needs to go through Motorola directly. We have exchanged 2 devices already for this line we will not be able to exchange out a 3rd device for the same model. If you are still unhappy with this device we can exchange it for a different model phone and we will waive the $35 restocking fee, however, if you feel this is just a manufacture defect you can reach out to Motorola at 800.734.5870 or motorola . com
So according to the Solutions manager , there is a 3 unit limit per customer on models of the same device, despite experiencing manufacturers defects that employees admitted were in fact manufacturer defects?
I respond:
(Mon 7:06pm) “ I didn’t realize there was a limit on manufacturer defects! What would you recommend? Is a non working flash on a phone that has taken less than 50 pictures a manufacturer defect or a feature of the droid turbo? Because I’d love to have your answer on record.”
Jeff G responds:
(Mon 7:13pm) “After reviewing the devices exchanged the manufacture defects that were reported are not currently listed as defects by Motorola as a result the devices exchanged were done as a courtesy as a Verizon customer. Future defects should be reported to Motorola. Again if you are unhappy with this phone we are willing to make a final exception to waive the restocking fee to exchange the device for a different model.”
So, at this point I am insulted and offended. First of all, the devices I returned were not exchanged as a “courtesy”—I had demonstrated and provided evidence, BEYOND WHAT SHOULD EVER HAVE BEEN NECESSARY OF A CUSTOMER YOU WANT TO BE COURTIOUS TO, that each of the devices I exchanged were not performing as advertised. Secondly, he is flat our refusing to honor Motorola’s manufacturer’s warranty, despite the fact that I have had the unit for less than 24 hours and it is in PRISTINE condition.
Can a Verizon employee (Jeff) arbitrarily and retroactively change the terms of your exchange of a defective device? Verizon is contractually obligated to provide you with a device that functions as described, but instead Jeff is saying “basically, we took care of you because you whined about it hard enough.” This is despite the verbal attestation of multiple employees at the location that the defects were indeed noted at my time of exchange.
Tuesdsay, 11/4/2014 – I call Motorola. (Case # XXX-XXXXX)
I take Jeff’s advice and call Motorola- I still want a functioning Droid Turbo. Talk to Tech support about flash issue, they agree to send a replacement unit no problem. They ask me for the IMEI number. This is where the problems created by the employees at the Verizon Store Maple Village come to the surface.
I give Motorola my IMEI on the box (XXXXXXXXXXXXX) —but it doesn’t match my device info in their computers. (Remember how they would not give me the matching boxes with my exchanged devices?)
So we investigate further. Motorola tech has me dial a number that gives me Droid Turbo #3’s internal number. (IMEI: XXXXXXXXXXXXX) I get put on hold…and apparently escalated to Tier 2 tech support because the number I gave them isn’t matching the numbers they should have in their system. Fraud alarm bells have gone off, something about what he saw in the info attached to the IMEE# of my device.
Motorola tells me that the Verizon employees have done something wrong, and perhaps even illegal, in processing my exchanges. He says that I need to return to the store and request a replacement unit, with the matching box, serial numbers, parts, etc. This effects my warranty, and apparently could be related to illegal practices behind the scenes at this particular Verizon store? He’s vague about the details, but says they need to escalate it. He gives me a case number and says I’ll be contacted within 48 hours during the investigation.
In Summary:
I don’t know what to say at this point. I demand as many replacement Droid Turbo models as is necessary until I receive a unit that functions as designed and advertised, without defect or flaw, and not as a “courtesy as a Verizon customer,” but as a “fulfilment of the contractual obligation Verizon has to its customers.” This does not seem to be an unreasonable request, given that I am paying for a product and service.
Update at time of publishing: My camera flash has not malfunctioned in 24 hrs, I don't know if it was just working out the kinks, was software related, or new battery, who knows. I don't. What I do know is I have 0% expectation that I will get a replacement unit, so I'm probably just dropping the turbo instead of risking having an unwarranty-able device with no Verizon support and a potential faulty flash.
Try to get the district manager's contact info - they will be able to help you out.
That sucks man. I do have a couple things to say (I know you're mad and I don't blame you for being mad but just some insight on the phone issues not Verizon I won't back them up) I got the Turbo as well and as far as the battery goes.....the first day it's going to suck. Smartphones aren't going to be perfect out of the box because they haven't experienced real world scenarios yet. Phone's batteries can take up to 2 days sometimes more to become for lack of a better term calibrated. My battery was the same but I let it do it's thing and now I get over 24hrs if not close to 40. Yes I'm concious about how I use it but it performs really well. Also your IMEI# is under setting>about phone>status. You don't need the box. One final thing and I'm not assuming anything but....there was an update that came basically the same day this phone went on sale. Now I don't know exactly what the update was for but it may or may not have fixed some of the problems you were having.
As far as Verizon....yeah they didn't treat you right. I'm sorry they did that to you and the reason for this post was again to help you. I noticed you joined xda just this month so I'll say this. This site does a really good job at helping people with issues/questions with their phones. Sometimes it's better to look around on the site or other sites to see what if any other kind of problems other users are having. I am here everyday to read up on things that I may have missed. I mean I spent $600 on the phone, I want to know as much as I can about how to fix or take care of it. No it's not on us as users to fix the problem of a company's mistakes. But sometimes it can produce better results. Feel free to pm me if you have any questions or just to let me know what you think.
Can you just return the phone since you are still in the 14 day return period and get something else?
I dont want to sound like an *** because I have sympathy in wanting a "perfect" phone... but none of the issues you are describing sound like 'manufacturer's defects' to me.
A manufacturer defect is something like: the phone doesnt hold any charge, or half the screen is white, or there is no speakerphone.
"unusually fast drain" of the battery is totally subjective. the screen color issues have already been noted as simply being the result of the quality of the screens in general.
Again, I get you're not happy with the phones, but it may just be that your expectations are too high. the whole sim card swap and holding onto the box thing is wierd though.
rajuabju said:
I dont want to sound like an *** because I have sympathy in wanting a "perfect" phone... but none of the issues you are describing sound like 'manufacturer's defects' to me.
A manufacturer defect is something like: the phone doesnt hold any charge, or half the screen is white, or there is no speakerphone.
"unusually fast drain" of the battery is totally subjective. the screen color issues have already been noted as simply being the result of the quality of the screens in general.
Again, I get you're not happy with the phones, but it may just be that your expectations are too high. the whole sim card swap and holding onto the box thing is wierd though.
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Click to collapse
I agree, knowing what I know now about battery new battery cycles, I may not have ever even taken that first one back. In fact, I wish to god I hadn't, because the flash and screen on that one were functioning and consistent (and up to my high standards )
Honestly I am just looking at changing to another model...I just don't think there's another one I want right now, I waited 3 years for the Droid Turbo and I want a good one damnit.
I had some MAJOR issues with Verizon over the past week, spent over 12 hours on the phone with them, spoken with 7 different Reps, until I had enough. I called their Corporate Office......Ezekiel took care of my issues in ONE phone call, AND I was credited for my inconvenience. I've been a Verizon Customer for 8 years, have 7 lines with them, spend, on average, $5500 a year on Service, more if I buy devices (I've bought 4 tablets from them over the past two years my latest being the Note Pro 12.2) and I regularly upgrade my phones out of contract. IF you're having issues again, I'd recommend giving this guy a call, or call their Executive Offices in New York.
I've removed the personalized message and Case Number, but this is the Contact Info for him directly.
If you have additional concerns, please contact me at (770)-521-5633. My office hours are 8:00am– 4:00pm EST Monday through Friday.
Regards,
Ezekiel Fields
Executive Relations
Im perplexed that you didnt just return the phone. There is nothing wrong with our droid turbos but im starting to hate them and i expect to just return them. I dont mind restock fees to get rid of something i dislike
Don't take this too harshly bro but, your being a **** about all of this. If you don't like the Turbo, take their offer to get something else. Otherwise, STFU. They could tell you to piss off but, they are trying to make you happy and you are refusing. They could ignore your emails and calls and tell you you are delusional and let you be stuck with what you have. Here they are though, eating cash hand over fist exchanging phones for you and you persist. If Motorola tells Verizon that your problem isn't a problem, Verizon eats the phone. At $700 a pop, no matter how loyal a customer you are, there is going to come a time when it's just more profitable to let you walk.
Verizon swapping out the phones without visibly removing them from a brand new box, or at least providing you with the original retail packaging, is where I feel Verizon has really screwed up. As a customer, without the original packaging and paper trail, you have no way of supporting any proof of purchase or warranty claims (as you have unfortunately discovered). You also have no way of knowing whether or not those devices are actually new devices. Honestly, given the bull**** runaround they have given you on each occasion, I would seriously not be surprised if each of those "new" phones are actually units other customers have purchased and returned, likely for the same reasons you did. They are probably trying to reduce RMA chargebacks for non-defective units so are betting that either customers perceive faults where there are none, or that some poor schlub will get it and not know any better.
I'd definitely try and get in contact with someone in customer relations, maybe post something on their twitter account, that store is dicking you around.
Otherwise, did you have to pay anything for the phone, or did you use Edge? If you paid something for it, if you did so on a credit card, you may want to contact the card company and see what options you can pursue through them.
Honestly I would just return the phone but not getting a matching imei box after stating your defect is ridiculous. Another thing is that they give you two different ones from the back, what is this? A McDonalds and you exchanging a burger because you didn't ask for pickles. That store is ridiculous and I would take my business elsewhere. I've had a couple instances where I see a problem and they don't believe me and they ask coworkers and they agree because they're buddy buddy and have to be a team. It makes you feel uncomfortable, its not their devices, why do they think returning a phone is a problem. Its not coming out of their pockets, its not their 2 year agreement.
Sent from my DROID TURBO 64 GB
xkape said:
Don't take this too harshly bro but, your being a **** about all of this. If you don't like the Turbo, take their offer to get something else. Otherwise, STFU. They could tell you to piss off but, they are trying to make you happy and you are refusing. They could ignore your emails and calls and tell you you are delusional and let you be stuck with what you have. Here they are though, eating cash hand over fist exchanging phones for you and you persist. If Motorola tells Verizon that your problem isn't a problem, Verizon eats the phone. At $700 a pop, no matter how loyal a customer you are, there is going to come a time when it's just more profitable to let you walk.
Click to expand...
Click to collapse
You sound like the employees at the Verizon store I have been visiting--trolly. (Troll-y?) Sorry bub, I'm not going to be intimidated into shutting up about real issues with a product I pay money for, not by you, or the managers at my verizon store.
And here I go breaking my rule about not feeding your kind.
zachtheowl said:
You sound like the employees at the Verizon store I have been visiting--trolly. (Troll-y?) Sorry bub, I'm not going to be intimidated into shutting up about real issues with a product I pay money for, not by you, or the managers at my verizon store.
And here I go breaking my rule about not feeding your kind.
Click to expand...
Click to collapse
ok
I work for Verizon on the indirect side (non corporate) in Jersey. They totally violated their own return exchange policy. The reason they did what they did..if my logic is correct..is simply give you a different phone without actually processing an exchange because it will make their internal numbers look bad because of how hard VZW Corp is pushing this phone. I got mine day 1 (also from corporate) and my battery also was not perfect day one..but has gotten better. I know the rep I dealt with personally and know he won't try to screw me. I would recommend going to another Corporate store and explaining the situation to them. Be calm and don't be afraid to turn on the poor mes. Don't be angry as anger is simply reciprocated and doesn't force intimidation like everyone thinks..all it does is make people less likely to help you. Avoid that other store like the plague..now and in the future. Any questions..don't be afraid to PM me.
Sent from my XT1254 using XDA Free mobile app
dano1282 said:
I work for Verizon on the indirect side (non corporate) in Jersey. They totally violated their own return exchange policy. The reason they did what they did..if my logic is correct..is simply give you a different phone without actually processing an exchange because it will make their internal numbers look bad because of how hard VZW Corp is pushing this phone. I got mine day 1 (also from corporate) and my battery also was not perfect day one..but has gotten better. I know the rep I dealt with personally and know he won't try to screw me. I would recommend going to another Corporate store and explaining the situation to them. Be calm and don't be afraid to turn on the poor mes. Don't be angry as anger is simply reciprocated and doesn't force intimidation like everyone thinks..all it does is make people less likely to help you. Avoid that other store like the plague..now and in the future. Any questions..don't be afraid to PM me.
Sent from my XT1254 using XDA Free mobile app
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Thank you for the helpful advice. I hear what you are saying about the anger! Unfortunately it tends to be the only emotion left behind after being so thoroughly run around. That at bitterness
I shared my post with the Michigan district managers via e-mail. I'm hoping that they'll care enough about the fraudulent employee practices to get involved.
I'm with the others here that have said you are being a douche about this. Sorry to hear your third and final exchange from Verizon has an actual defect. The battery, as you already admitted was a mistake to exchange for. The screen was also dumb. If you can only detect a problem with a screen in low light with the brightness turned down there is no problem. That is a "perfect" screen by manufacturer standards. The flash sounds like a real problem and I wouldn't be happy with the phone you have now either, but the problem is that you have already returned tm2 phones which testing showed to be "perfect" and now those phones will have to be refurbished and sold as such at a loss for Verizon. They have to make the call to stop exchanging for the same device at some point because not only are you costing them money, you are depleting the stock in that store meaning they may lose customers because the phone they want is no longer in stock.
As far as them walking out of the back with the phone out of the box, I would interperate that as them pulling out the phone and powering it on before bringing it out to you to make sure that it is functioning properly. I'm not sure why they wouldn't give you the boxes, but as someone else pointed out, there's no reason you needed them. As far as Motorola saying they did something "illegal", I'm calling BS. That isn't information they would share with a customer. They would simply tell you to go back to the store or they would exchange/repair your device.
To the guy who works at an indirect store, I worked at one for quite a while too and I would like to share with everyone else that indirect employees are not told anything about internal exchange practices. I don't know for sure that pulling a phone out of the box before bringing it to the counter is or isn't against policy, but I do know for sure that that isn't something an indirect employee would know.
My Turbos should be here tomorrow and I hope they're only as "defective" as the OP's first 2...
Everyone is entitled to their own opinions.
I wish i was b.s'ing about Motos fraud investigation--my replacement would be on its way now if it wasn't for this. Tech supp tried to process exchange, ran into "unusual information" associated with my ohones ImEI #, elevated my call to a manager, who asked me more questions, told me verizon employees at the store "really did not take care of me," and that they have to open an investigation into the store's practices, putting my replacement on hold--he said the words suspected fraud. *shrug*
rhouse1983 said:
That sucks man. I do have a couple things to say (I know you're mad and I don't blame you for being mad but just some insight on the phone issues not Verizon I won't back them up) I got the Turbo as well and as far as the battery goes.....the first day it's going to suck. Smartphones aren't going to be perfect out of the box because they haven't experienced real world scenarios yet. Phone's batteries can take up to 2 days sometimes more to become for lack of a better term calibrated. My battery was the same but I let it do it's thing and now I get over 24hrs if not close to 40. Yes I'm concious about how I use it but it performs really well. Also your IMEI# is under setting>about phone>status. You don't need the box. One final thing and I'm not assuming anything but....there was an update that came basically the same day this phone went on sale. Now I don't know exactly what the update was for but it may or may not have fixed some of the problems you were having.
As far as Verizon....yeah they didn't treat you right. I'm sorry they did that to you and the reason for this post was again to help you. I noticed you joined xda just this month so I'll say this. This site does a really good job at helping people with issues/questions with their phones. Sometimes it's better to look around on the site or other sites to see what if any other kind of problems other users are having. I am here everyday to read up on things that I may have missed. I mean I spent $600 on the phone, I want to know as much as I can about how to fix or take care of it. No it's not on us as users to fix the problem of a company's mistakes. But sometimes it can produce better results. Feel free to pm me if you have any questions or just to let me know what you think.
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These are the types of guys that make XDA awesome
I really appreciate the kind words sir. I've always felt this is a place where users are supposed to help each other. And as I have been a person (lurker really) who has used this site since my droid x days I felt the new guy needed some assistance. Again thanks. As far as my on topic point, Verizon didn't help the situation and that sucks but again I feel as users sometimes it's better to try to figure out the problem yourself cuz when you add more people to the mix it can get sloppy. XDA is the place you can always go for guidance.
cstone1991 said:
I'm not sure why they wouldn't give you the boxes, but as someone else pointed out, there's no reason you needed them..
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Stop being stupid. When purchasing a new product, you expect it to come with an original retail manufacturing box. That box and internals should match the product purchased, period. Otherwise there would be no point in manufacturers investing time and money into labeling each box with specific serial numbers, model numbers, etc.
Has for the OP -
I had to exchange my Droid Turbo 32GB BN due to a defect as well, though my Verizon experience was much different than the OP during exchange. When exchanging my unit, I was very professional & civil about my complaint, it can make all the difference in the world.
The Exchange:
I was approached immediately upon entering my local Verizon store and greeted by an employee named Jason. I informed Jason to accompany me to the location of the demo display units and personally began explaining to him the differences between devices.
Jason was very hesitant at first, but I quickly produced alternative examples with more detailed information and replicated the issue in real time. Jason at this point was in agreement with me but not fully committed to exchange the device as he had to get manager approval. This transaction took a total of about 5 minutes, from the minute I stepped into the store.
The manager, Jeff, approached the sales counter at this point and spoke briefly with Jason. Immediately the manager began asking the same questions Jason did before hand. In which case I explained to Jeff the same information provided previously with Jason. This transaction took roughly 4 minutes.
Manager gives the go ahead, but before I let him walk away I immediately ask him if they had the 64GB in stock as they did not have it previously. Manager confirms stock, in which I inform him I am willing to pay the difference minus the restocking fee. Manager agrees, Jason retrieves the new Turbo 64GB in an unopened box and begins activation. I quickly ask to see the device and inspect it before he proceeds to make sure it does not have the same issues/defects. Everything looked fine, I give the go ahead. This transaction took 6 minutes.
At this point, while waiting for the activation process, I strike up a nice conversation with a couple of the employees around the counter (as it was slow for them at the time). I bring up the question of how many Turbo units they had sold in the past couple days. The numbers were surprising, around 23 units locally in two days (not including online). They even went so far as to inform me about the limited edition employee version with red metal trim to match Verizon branding and two of the four employees present were actually using Turbos personally.
Activation goes through, I am handed the retail box that matches the unit sold and a receipt with the cost difference. No restock fee applied, only the upgraded capacity valued. They put my exchanged unit in a box, but I inform them to take it out and reset as I did not perform that. They hand me the phone, letting me take care of the reset. I finish reset and complete our exchange.
I thank Jason for his time, we shake hands. I locate and approach the manager Jeff, thank him for his time and shake hands. I do this, so that at this point I establish a connection. Chances are they don't care and I'm immediately forgotten the minute I leave and that is fine. The point is if I have to come back again, I more likely made a bigger positive impact than running in flipping tables
At this point the total time spent from the moment I enter to exiting the store was roughly 28 minutes, chalk it up to 30 give or take.
Sorry you had a bad experience all around, but a little generosity and professionalism can go a long way. (Not aimed at you specifically, don't get defensive)
TL;DR: They did not treat you properly and you have a right to complain.
Hey everyone! just wanted to share my experience so far.
I got an HTC One m7 last year, and I love almost everything about it, except it began to develop the pink camera tint. For those who don't know, many m7's have a manufacturing/design defect that causes the camera to slowly degrade, and as a result, all low light pics come out with a pink or purple haze across the image.
I took my phone over to the bell store, where I signed a couple documents, and the rep sent the phone over to the repair center. The phone was in "Like-New" condition, and still in warranty.
I waited about a week, and today I got an email telling me that the repair facility was refusing to repair the phone citing physical damage (there was none, maybe a micro scratch!), and to get it back they would charge a $35 diagnostic fee. I don't even really care about the fee (although there shouldn't be one) I just want my phone fixed.
I called Bell and they escalated the issue and told me someone from the repair center would call me in 24-72 hours. They wouldn't give me a number to call, so now I have no choice but to play the waiting game...
bbmaster123 said:
Hey everyone! just wanted to share my experience so far.
I got an HTC One m7 last year, and I love almost everything about it, except it began to develop the pink camera tint. For those who don't know, many m7's have a manufacturing/design defect that causes the camera to slowly degrade, and as a result, all low light pics come out with a pink or purple haze across the image.
I took my phone over to the bell store, where I signed a couple documents, and the rep sent the phone over to the repair center. The phone was in "Like-New" condition, and still in warranty.
I waited about a week, and today I got an email telling me that the repair facility was refusing to repair the phone citing physical damage (there was none, maybe a micro scratch!), and to get it back they would charge a $35 diagnostic fee. I don't even really care about the fee (although there shouldn't be one) I just want my phone fixed.
I called Bell and they escalated the issue and told me someone from the repair center would call me in 24-72 hours. They wouldn't give me a number to call, so now I have no choice but to play the waiting game...
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Well u are not in USA. I had couple of devices with this deffect fixed under warranty even when warranty was expired. Call the consumer support number in your country and talk to them and tell them u have done your homework and this is a well known deffect and it should be taken care by them. Or wait maybe they will call.I never deal with carriers in this situation s call directly the manufacturer. Good luck.
Well, its been a while now, and it looks like I may have to send the phone to HTC since Bell are a bunch of ********. I eventually got a call, but it wasn't from the repair center, it was from USA's tech support, and the gentleman told me he had no idea what was going on, and that he couldn't help me at all, nor could he offer any type of recourse, or contact information for someone that may be able to help. I am very displeased as you can probably see. Anyway, I wrote HTC a letter complaining about their service. Here's what I wrote to them for your amusment:
Hello,
I recently sent my phone in to repair it's camera that wasn't working correctly. I was denied the repair, citing physical damage (I have documentation from the Bell store stating otherwise) and the device has now been marked down to be shipped back without the repair, when I did not give my consent, nor talk to anyone who had any bit of control over the repair process. I am very displeased at the service that has been given to me, as well I do not appreciate being lied to, or cheated out of the repair I am entitled to.(the phone's camera issue is a widely documented factory defect, just search Google or call HTC about the m7 pink camera issue). As well, I am appalled at how Bell has tried its hardest to evade my asking for help, instead pointing fingers at other divisions of the company and telling me to go talk to them. And finally, I would have liked to call the repair center, or visit the facility directly as I understand it is fairly close to me, but the information I have been seeking was kept secret from me. If you listen to the recording of the support call I made last week, you will hear the agent telling me that the company actively tries to withold this information.
I WANT MY PHONE REPAIRED. Not returned defective. If my phone is returned defective, you can be sure I will not renew my contract with Bell, ever.
Brandon Benyacar
I can only hope they read this letter sooner than later. Anyway, that's my repair experience so far. Lesson learned: Don't by a phone right away, let a few months go by and see if any major problems turn up. also, note to self: Buy extended warranty.
I may post one more time if anything else worth sharing happens. Have a good day everyone!
I'll also post my experience with the purple tint problem. Got my phone in may/june 2013 and got the purple tint somewhere around september 2013. Over time, it got worse in dark settings, but as the phone was still ok during daylight, never bothered too much. This year I finally took the effort to get it fixed. I contacted HTC europe (as I live in the Netherlands) about the problem and they said to just make an appointment; if I had caused the problem, I had to pay 35 euros research costs and if I agreed, an additional fee for the repairs.
As I rooted the phone like a month after I got it (unlocked through HTC dev website), I was kinda 'scared' they would say that would be the cause, but I followed all wonderful steps here to get it S-OFF and in locked/untampered state again and send it off. Made the appointment (UPS came to pick it up) and after a few days I got the email it was ready and repaired. Today (after about 10 days) they delivered the phone back. No charge at all.
So my experience with HTC customer support is fairly positive at the moment. Purple tint is indeed gone. Sadly, my original phone was just fixed and not swapped for an M8, but still no complaints about their service.
PandorasNL said:
I'll also post my experience with the purple tint problem. Got my phone in may/june 2013 and got the purple tint somewhere around september 2013. Over time, it got worse in dark settings, but as the phone was still ok during daylight, never bothered too much. This year I finally took the effort to get it fixed. I contacted HTC europe (as I live in the Netherlands) about the problem and they said to just make an appointment; if I had caused the problem, I had to pay 35 euros research costs and if I agreed, an additional fee for the repairs.
As I rooted the phone like a month after I got it (unlocked through HTC dev website), I was kinda 'scared' they would say that would be the cause, but I followed all wonderful steps here to get it S-OFF and in locked/untampered state again and send it off. Made the appointment (UPS came to pick it up) and after a few days I got the email it was ready and repaired. Today (after about 10 days) they delivered the phone back. No charge at all.
So my experience with HTC customer support is fairly positive at the moment. Purple tint is indeed gone. Sadly, my original phone was just fixed and not swapped for an M8, but still no complaints about their service.
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Glad to hear everything worked out for you. I contacted HTC a few days back and explained what happened and they said they would be happy to repair my phone at no cost, and agreed with me about Bell's repair process being all sleazy. I just need to wait until my phone gets shipped back from Bell's repair center first.
I think I read somewhere that sometimes HTC will put in a higher quality camera module. do you notice the picture being better than the original? (before the purple tint started)
I really don't want my phone to be swapped for an m8, I like the m7 better. slightly smaller, capacitive buttons, and a more symmetrical speaker grille. Not to mention its super easy to s-off. though I might not mind if they give me an M9! HAHA
well, its been about a month, and after much trouble, I finally got my phone fixed. See, When I got my phone back from Bell, HTC told me to ship my phone to a company called Futuretel, located about 15 minutes from where I live. I shipped it, and a few days later, received an email claiming that the repair would not be covered under warranty, and would cost me $226. they also have a policy that requires them to replace both the camera, and the motherboard at the same time, hence the price.
Their first claim was that my H-Boot date on the bootloader screen tells them that my phone had been tampered with. I did install custom firmware, but I flashed it back to stock, with the date showing January 29 2014, before I even bought the phone(not that they would know that) so I called them out on their claim. Then, they disregarded that claim, and now stated that since was that since my phone was S-Off, I was not entitled to a repair. Everything else on the phone was stock, bootloader locked, tampered flag removed and status showing locked.
talking directly to Futuretel was futile, so I called HTC and explained how refusing a defective hardware warranty because of S-Off is like ford refusing to replace your faulty transmission because you changed your headlights. The two are completely unrelated (unless your mechanic REALLY sucks I supposed). They agreed, but still wouldn't fix my phone.
My father, who isn't really a lawyer, but knows quite a lot for an average guy, wrote up a legal document for me to sue HTC. This isn't his first lawsuit, so he knew exactly how to write it up properly and file it into small claims court. I sent a copy over to HTC, and the next day, they offered to pay for the repair. It probably just wasn't worth it for them to fight it, so they gave in.
I also let HTC know of all the horrible reviews and complaints of this repair facility, with many of the stories online ending in either ridiculous repair costs, refusal of repairs for stupid reasons, or devices being returned with additional damage. HTC said they would do an investigation on this facility. that being said, Futurtel repaired my phone in 2 days time, and returned it in the same condition it left (actually, slightly better condition, my power button was losing its black paint, and they replaced it. small, but good attention to detail).
I powered up the phone to 5.0.2, and firmware version 7.17.666.7 which I believe is the newest version (a google search produced no results). They also replaced my mainboard, so everything was stock, and I had a new IMEI. tested out the camera, and its a night and day difference. Now my pics look the way they were meant to look. Once again, I am a happy customer.
I hope my experience inspires others to fight back, know your rights, and don't take no for an answer. I would love to hear other people's success and failure stories, especially ones pertaining to this pink camera issue.
Now onto installing insertcoin's sense 5.5 ROM. I just like it better than sense 6!
My related experience recently, I acquired almost new imported HTC One from local dealer, and there was Pink Tint, I took it to HTC Service Center in my locality, I had already did OTA updates and the phone is in Lollipop, the support person said, it will take 5500 INR (88 USD) which I agreed, then they said it is imported phone, the camera module might not be compatible they don't have software to calibrate the camera since the phone is in Lollipop (?!), and it is the risk they are not willing to take! they don't even try to repair and say it did not work. Their excuse was once they attempt to install new camera, and it doesn't work the Camera will be completely shut off even day light photos will not be possible. Looks like I had to live with purpley photos!
santhoshr said:
My related experience recently, I acquired almost new imported HTC One from local dealer, and there was Pink Tint, I took it to HTC Service Center in my locality, I had already did OTA updates and the phone is in Lollipop, the support person said, it will take 5500 INR (88 USD) which I agreed, then they said it is imported phone, the camera module might not be compatible they don't have software to calibrate the camera since the phone is in Lollipop (?!), and it is the risk they are not willing to take! they don't even try to repair and say it did not work. Their excuse was once they attempt to install new camera, and it doesn't work the Camera will be completely shut off even day light photos will not be possible. Looks like I had to live with purpley photos!
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Don't worry, you can always use flash to avoid pinkish photos in the night. I didn't even bother to get mine repaired for free.
Semseddin said:
Don't worry, you can always use flash to avoid pinkish photos in the night. I didn't even bother to get mine repaired for free.
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the flash helps(thank god its even there), but still, video in low light is practically unusable.
It's not acceptable that HTC can get get away with this(though I found it had more to do with the repair facilities), and you should fight it if you've got the time, especially now that they have introduced that "oops protection" this for the M9. If they can replace an M9 at no charge for dropping your phone onto concrete, then they should at least be able to fix their own factory defect. Even if its out-of-warranty. Its what I believe is fair.
by the way, after they fix, not only are the pictures not pink, but they're less grainy now, and they're not washed out.
I too had this problem since last 1.5 years.. somewhere read online that you can get rid of it by placing your cellphone in freezer for sometime and it will get rid of the pink/purple issue of camera. So I did it.
WHat to do-
1.) I placed my cellphone HTC One(M7) in my freezer nicely wrapped in a small towel
2.) changed my refrigerator setting to the coolest...
3.) kept it in there for almost 20 minutes
4.) Took it out.... and no more Pinkish pics.......
Not sure if its permanent solution as I have tried it today only.... but as of now I am happy to see my camera work as good as new.... NO FAULTS WHATSOEVER.
It worked for me.. hopefully it can work for someone else as well.. please try at your own risk and make sure to cover your cellphone properly before trying this option.
anilkapoor9 said:
I too had this problem since last 1.5 years.. somewhere read online that you can get rid of it by placing your cellphone in freezer for sometime and it will get rid of the pink/purple issue of camera. So I did it.
WHat to do-
1.) I placed my cellphone HTC One(M7) in my freezer nicely wrapped in a small towel
2.) changed my refrigerator setting to the coolest...
3.) kept it in there for almost 20 minutes
4.) Took it out.... and no more Pinkish pics.......
Not sure if its permanent solution as I have tried it today only.... but as of now I am happy to see my camera work as good as new.... NO FAULTS WHATSOEVER.
It worked for me.. hopefully it can work for someone else as well.. please try at your own risk and make sure to cover your cellphone properly before trying this option.
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Do you really think our phones are designed to withstand below zero temperatures? This is a terrible idea which is most likely only a temporary fix (if your phone survives it).
While not a true "fix" I just edit the effected pictures and add an effect to them. 2 of the effects work well to remove the purple haze in pictures (depending on the picture each effect works better than the other). Not perfect, I understand, but they come out looking quite good.