I received my new N7 Thursday evening to replace my original N7. I have received no instructions to return the old N7, when I finally was able to get VZ to find a way to ship me a replacement N7 I asked about how they wanted me to return the old one. They didn't have an answer and didn't even seem to care if I did or not, the question was breezed over basically. So upon receiving my new N7 I expected some kind of instructions on returning the old one. But there is none - no return box, no return label, no return instructions. I am wondering if VZ is actually going to ask for the old phone back at all? One would think that they would contact me somehow about this. Anyone else experience this same thing? It seems very odd, I cannot think I am the only person this has happened to.
teegunn said:
I received my new N7 Thursday evening to replace my original N7. I have received no instructions to return the old N7, when I finally was able to get VZ to find a way to ship me a replacement N7 I asked about how they wanted me to return the old one. They didn't have an answer and didn't even seem to care if I did or not, the question was breezed over basically. So upon receiving my new N7 I expected some kind of instructions on returning the old one. But there is none - no return box, no return label, no return instructions. I am wondering if VZ is actually going to ask for the old phone back at all? One would think that they would contact me somehow about this. Anyone else experience this same thing? It seems very odd, I cannot think I am the only person this has happened to.
Click to expand...
Click to collapse
I have a friend who work for Verizon who was asking the same thing. He said they are in a quandary because it would be hazardous to ship them back. So far it seems like users need to dispose of their old phones on their own.
That's odd. I can't see a problem in shipping a phone that is turned off. I am not doing anything with mine but keeping it unless they provide instructions and a way to ship it back. Mine has worked flawlessly honestly. Never heats up, excellent battery life, no lags. I guess I keep it unless VZ or Samsung contacts me. Thanks for your feedback it is interesting that a VZ employee like your friend hasn't been told from anyone in VZ what to do. Guess we just keep the phones, I am not complaining.
teegunn said:
That's odd. I can't see a problem in shipping a phone that is turned off. I am not doing anything with mine but keeping it unless they provide instructions and a way to ship it back. Mine has worked flawlessly honestly. Never heats up, excellent battery life, no lags. I guess I keep it unless VZ or Samsung contacts me. Thanks for your feedback it is interesting that a VZ employee like your friend hasn't been told from anyone in VZ what to do. Guess we just keep the phones, I am not complaining.
Click to expand...
Click to collapse
I had my two new safe Note7's delivered to my house on the 22nd. On the 23rd I took my old Note7's back to my local Verizon Corporate store and after a little bit of them scratching their heads on how to accept the 2 original Note7's (since I already had my new phones activated) they did manually accept them and were able to print out receipts for me showing that I brought back both of the unsafe recalled Note7's. FedEx and UPS will not pick up and ship these phones, they refuse to, so they have to be left with Verizon. Verizon is responsible for taking them back and then Samsung is supposedly looking to find a 3rd party shipper to pick up all the recalled units at some point. Also, I only returned both phones and the original boxes with the booklets and that's it. I kept the original chargers, s-pens, tips/tools and the conversion USB to USB-C kits. They took the phones back to check them out and never asked me for any of the accessories. Also I had to keep asking for the two $25 phone credits to my account because they were trying to tell me it was only for accessories like new cases or screen protectors, but I had screen shots of the official text where it specifically stated "$25 credit for accessories or $25 bill credit for the inconvenience" and so my bill is $50 less next month. Pretty happy with everything and both new safe Note7's work flawlessly. Hope you guys are enjoying yours too now.
I had a replacement shipped and was told to return the recalled device to a corporate store. I haven't had a chance to drive over to my nearest location yet.
Thanks for the further comments. I don't have a local corporate VZ store, and I am not driving an over 2 hour round trip just to return the phone. Since they haven't contacted me about returning the phone, and even when I asked the VZ rep on the phone about the protocol about returning the phone the lady had no idea and brushed off the question, I will just keep mine. I am interested if they will allow recalled N7's to keep working on VZ's network longterm. When Samsung originally had their IMEI check tool on their website to find out I your phone was one of those effected with the battery problem, mine came up as being not one of the effected phones. I checked this several times for a bout a week after the recall was announced, then finally after a week of the check tool saying my phone was not one effected, it suddenly said it was effected and needed to be recalled. I think what happened is that they pretty much know which phones had the possible battery defect and mine wasn't one of those, but since they made the decision (possibly forced by the US gov recall process) to recall ALL N7's sold before Sept 15th, any phone IMEI put into the tool would then show it needed to be recalled.
Turn it on and plug a external battery on the charger port...
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So I was told if they don't receive the replacement device they will charge it to your account.
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leyvatron said:
So I was told if they don't receive the replacement device they will charge it to your account.
Sent from my SM-N930V using Tapatalk
Click to expand...
Click to collapse
Who told you that?
And I would dispute that HEAVILY with VZ if they tried to charge for the recalled phone. With absolutely NO instructions on how or where to return (and I asked specifically when on the phone with Verizon) - are we just supposed to guess?
le0.br4zuc4 said:
Turn it on and plug a external battery on the charger port...
Sent from my SM-N930V using Tapatalk
Click to expand...
Click to collapse
I assume you mean to completely drain the internal battery?
teegunn said:
Who told you that?
And I would dispute that HEAVILY with VZ if they tried to charge for the recalled phone. With absolutely NO instructions on how or where to return (and I asked specifically when on the phone with Verizon) - are we just supposed to guess?
Click to expand...
Click to collapse
Verizon corporate. Fedex label means you take the phone to a fedex store.
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leyvatron said:
Verizon corporate. Fedex label means you take the phone to a fedex store.
Sent from my SM-N930V using Tapatalk
Click to expand...
Click to collapse
I don't think there is any set protocol to return the phone. Someone earlier in the thread mentioned that FedEx is refusing to ship the recalled phones - I assume for liability issues in case it "blows up". As I said, I already talked to VZ on the phone about this and they had NO idea about how or if to return. The lady blew off the question rather quickly - just wanted to get me a new N7 sent out. There is no way the customer is supposed to guess on how to return the old N7, that's just a ridiculous assumption. If that is the case and they try to charge me for the old phone I will raise a hell of as stink about it. Give me instructions, box and shipping label and of course I would comply. But since THEY don't even know, how am I supposed to know what the hell to do with the phone.
This entire recall process has been a clustered mess. At least they did finally get me a phone - something I called several times about, spending probably up to 3 hours on the phone over different calls before finally getting to a point where they were able/willing to send me another phone. I think the inconsistent way the recall is being handled will end up with some massive class action lawsuits being filed.
teegunn said:
I don't think there is any set protocol to return the phone. Someone earlier in the thread mentioned that FedEx is refusing to ship the recalled phones - I assume for liability issues in case it "blows up". As I said, I already talked to VZ on the phone about this and they had NO idea about how or if to return. The lady blew off the question rather quickly - just wanted to get me a new N7 sent out. There is no way the customer is supposed to guess on how to return the old N7, that's just a ridiculous assumption. If that is the case and they try to charge me for the old phone I will raise a hell of as stink about it. Give me instructions, box and shipping label and of course I would comply. But since THEY don't even know, how am I supposed to know what the hell to do with the phone.
This entire recall process has been a clustered mess. At least they did finally get me a phone - something I called several times about, spending probably up to 3 hours on the phone over different calls before finally getting to a point where they were able/willing to send me another phone. I think the inconsistent way the recall is being handled will end up with some massive class action lawsuits being filed.
Click to expand...
Click to collapse
The label is fedex and you ship your old phone with it. A powered off phone is not a threat. It seems like your mind is set on keeping it, then keep it.
This has been an extreme mess for me. Verizon wants to replace my note 7 and remove my unlimited data. They say they can't give me a new phone because the computer doesn't allow them to replace without removing my UDP. I'm like WTF! They are as dumb as rocks. I did not accept the exchange, screw them.
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leyvatron said:
The label is fedex and you ship your old phone with it. A powered off phone is not a threat. It seems like your mind is set on keeping it, then keep it.
This has been an extreme mess for me. Verizon wants to replace my note 7 and remove my unlimited data. They say they can't give me a new phone because the computer doesn't allow them to replace without removing my UDP. I'm like WTF! They are as dumb as rocks. I did not accept the exchange, screw them.
Sent from my SM-N930V using Tapatalk
Click to expand...
Click to collapse
What label? I not only did not get a label to return. Should I just throw it in a box and ship to the North Pole hoping Santa will figure it out? And upon actually asking VZ for instructions on how to return, I was told they don't know and quickly (and purposefully IMO) blew off the question. So this is me wanting to keep the phone? No. This is me asking how in the hell VZ and Samsung could have such a clustered process (more like no actual protocol or process) where no one involved actually seems to know how to actually return the phone. I do not have a VZ corporate store anywhere near me, and am not driving 2+ hours to return a recalled phone. They can provide a way for that phone to be returned besides me wasting time, money gas and miles on my vehicle. I already asked them to tell me how, they blew me off. If they want the phone back, they should tell me how to do it, not make things a guessing game.
And did you miss the post from a person with a friend who works for VZ earlier in the thread? The post where the VZ employee said that FedEx refuses to ship the recalled phones? Hey, maybe that isn't actually true, but that is why I am asking for information. I don't know and it doesn't seem anyone else actually knows either how to return this phone if you received it via Fedex, or if we even ARE supposed to return it. If you don't think that is more than odd, I don't know what to tell you.
I just called Verizon and have been through all the same mess you guys trying to finally get my recalled phone and was told they are sending me a shipping label to send it back. All they're going to get is the phone not sending any of the other stuff back they can kiss my A$$
Sent from my SM-N930V using Tapatalk
mopar said:
I just called Verizon and have been through all the same mess you guys trying to finally get my recalled phone and was told they are sending me a shipping label to send it back. All they're going to get is the phone not sending any of the other stuff back they can kiss my A$$
Sent from my SM-N930V using Tapatalk
Click to expand...
Click to collapse
That is the first solid info I have heard about someone getting a shipping label and answer from VZ about how to actually return the phone. Thanks for the input.
We need to get ALL the old ones off the used market
VZW told me to ship the phone to them using their supplied label. It was delivered to them today. I the corp store refused to take it and gave me a fedex label.....
billinaz said:
VZW told me to ship the phone to them using their supplied label. It was delivered to them today.
Click to expand...
Click to collapse
Excellent. Glad to hear they're not leaving these dangerous devices floating around for resale.
Just got this from Verizon
{
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Related
Certainly that can't be right.
Nevertheless, I have to say my experience getting my bricked phone (my fault entirely) replaced throught the ATT warranty dept went very well.
They even included overnight shipping, didn't require me to ship mine back 1st and included a return shipping label for my crapped out phone. I made the claim Friday and received my new phone Monday 11 am.
Well done ATT.
Congratulations!
What can you advise me to do with my bricked phone? I bought my phone from eBay and I live in Israel. I think that will not be able to replace my phone for a new one. Only if I'll send it directly to LG. But will there be something to do?
Machzelet said:
Congratulations!
What can you advise me to do with my bricked phone? I bought my phone from eBay and I live in Israel. I think that will not be able to replace my phone for a new one. Only if I'll send it directly to LG. But will there be something to do?
Click to expand...
Click to collapse
Maybe LG but ATT won't do anything for you unless your a customer. And usually warrenty is not outside of the country you got it from.
Sent from my LG-P930 using XDA App
I think this particular ATT Rep was smoking salmon...I have returned 2 already due to warranty stuff and will probably be selling the next replacement I get...the rep at my local store wasn't overly enthused with the phone and said that was the consensus.
On a lighter note they were very helpful with getting this taken care of and doing so very quickly...
scott0 said:
Certainly that can't be right.
Nevertheless, I have to say my experience getting my bricked phone (my fault entirely) replaced throught the ATT warranty dept went very well.
They even included overnight shipping, didn't require me to ship mine back 1st and included a return shipping label for my crapped out phone. I made the claim Friday and received my new phone Monday 11 am.
Well done ATT.
Click to expand...
Click to collapse
Machzelet said:
Congratulations!
What can you advise me to do with my bricked phone? I bought my phone from eBay and I live in Israel. I think that will not be able to replace my phone for a new one. Only if I'll send it directly to LG. But will there be something to do?
Click to expand...
Click to collapse
I don't have AT&T so despite living in the USA, I sent my phone directly to LG. (I use an AT&T MVNO, so I don't get support from AT&T) LG repaired it free of charge and mailed it back. So I guess LG does something right.
fishscale28 said:
I think this particular ATT Rep was smoking salmon...I have returned 2 already due to warranty stuff and will probably be selling the next replacement I get...the rep at my local store wasn't overly enthused with the phone and said that was the consensus.
On a lighter note they were very helpful with getting this taken care of and doing so very quickly...
Click to expand...
Click to collapse
what's been the issue(s) with your phones?
Generally, I tend to find local store rep's opinions to be, well, less than they should be. After using this phone for 2+ months I'm unsure why a local store rep would not communicate the benefits of this device as opposed to their lack of enthusiasm for it.
I don't think the phone is so bad...I think there are lots of great things about it. I love the screen, it has the potential to be so quick and snappy and really could be an all around awesome phone...I just realized the fact that updates were going to be a little slower towards this phone and it seemed like making any slight mod (firmware/rom wise) would work but had a much higher failure rate than I think anyone was looking for-hence my looking to move on...
The specific issues with my phone were a short or something that just hard bricked the phone without warning and without any mods...at all. It just turned off one day and nothing could ever, every be done to get it back on. Strange.... the second phone has never been quite right after installing a rom and the boot loops and not being able to reboot was kind of a turn off. Plus the speaker in the earpiece has been a bit wonky so I decided to do a warranty return and then move on from there.
And you're right...some of the reps seem to be way off from what's realistic...you can tell they definitely play favorites and seem to be very partial and unsupportive. But at least they were helpful!
kernelpan1c said:
I don't have AT&T so despite living in the USA, I sent my phone directly to LG. (I use an AT&T MVNO, so I don't get support from AT&T) LG repaired it free of charge and mailed it back. So I guess LG does something right.
Click to expand...
Click to collapse
Did you get your repaired phone back? How long did it take? Get me some tips what I need to do, where to send?
Machzelet said:
Did you get your repaired phone back? How long did it take? Get me some tips what I need to do, where to send?
Click to expand...
Click to collapse
I called LG Customer Service and told them the device wouldn't power up. (I had done a battery pull and it totally hardware bricked the device.) They had me send it to Stellar Wireless with the Repair Authorization # they gave me. I got it back within 7 business days.
scott0 said:
Certainly that can't be right.
Nevertheless, I have to say my experience getting my bricked phone (my fault entirely) replaced throught the ATT warranty dept went very well.
They even included overnight shipping, didn't require me to ship mine back 1st and included a return shipping label for my crapped out phone. I made the claim Friday and received my new phone Monday 11 am.
Well done ATT.
Click to expand...
Click to collapse
Exchanging in a store during your 30 day buyers remorse period is different than exchanging through warranty. You might have exchanged it several times in store, but to AT&T's warranty department, this is the first time. They keep track of how many warranty claims you make, once you get to a certain point they usually allow you to try something different.
As for AT&T store reps, many of them base their opinions on phones on popularity, return rate, etc. The Nitro/Optimus LTE is an awesome phone, but it isn't very popular saleswise.
Sent from my Galaxy Nexus using Tapatalk
kernelpan1c said:
I called LG Customer Service and told them the device wouldn't power up. (I had done a battery pull and it totally hardware bricked the device.) They had me send it to Stellar Wireless with the Repair Authorization # they gave me. I got it back within 7 business days.
Click to expand...
Click to collapse
One problem - I live in Israel, and in my country this device is officially not for sale. So I do not know how and where to call and send the device. I have no idea what to do.
AT&T reps were trained to lie to customers. I had to turn in my SGS2 twice for exchange, and both times I was told I was the first to exchange the SGS2.
Machzelet said:
One problem - I live in Israel, and in my country this device is officially not for sale. So I do not know how and where to call and send the device. I have no idea what to do.
Click to expand...
Click to collapse
I would go to the LG swebsite and look for a way to contact them about a warranty exchange or repair.
Sent from my LG-P930 using XDA App
I recently purchased a GSM Galaxy Nexus from the Google Play Store which I am extremely happy with.
My mother (who is in dire need of an upgraded device) was drooling over this phone when she first saw me with it. So, as a mothers day gift I purchased one for her and shipped it to her address.
She called me when she received the device (last thursday) and told me that the shipping packaging was completely sealed, but the nexus box inside had a broken seal and the device's plastic protectors were pealed off and stuck to the inside of the box.
My mother gave me a ring and asked me to contact Google and would not power on the device because wanted an unopened one.
I rang Google yesterday and informed them I received a device in an opened box with a broken seal. Google said that was a bit weird, but if the device is working properly they see no need in taking any action.
So, this was relayed to my mother and I had asked her to try the device for a day or so and report back. She called me this morning to tell me that the phone was constantly turning off when charging.
I immediately called Google back today and reported the issue and asked for a replacement device. They instructed me to contact the manufacturer to resolve any issues with the device.
Now - I'm at work and I wasn't able to scream my head off, so I kindly ended my conversation with the Google representative.
I have yet to contact Samsung, but I would imagine they would want to service the device.
My question to you is: should I continue to argue with Google about replacing my device or is it really something I'm going to have to deal with Samsung about?
I really don't think that if I purchased something from a store the seller should tell me to contact the manufacturer if the purchased merchandise was open and not functional upon receipt of that merchandise directly from the seller.
Should it not be a simple refund or exchange?
UPDATE: According to the Google representative I just spoke with, Google no longer handles exchanges as of Friday 4 May. They redirected my call to a Samsung representative for an exchange. Samsung took down my IMEI number and processed an RMA for the device. I must now wait up to 24 hours to be contacted by Samsung so that I may provide my credit card information in case I don't return the device within 30 days.
Ask for an RMA
Yes it should but Samsung is only going to tell you send in the device and they will fix it but I wouldn't want a refurbished device that was supposed to brand new
Sent from my Sprint Galaxy Nexus CDMA using xda premium
They should just ship you a new one over night,
Sent from my Galaxy Nexus using Tapatalk 2
If your within your refund window you should send it back.
WiredPirate said:
If your within your refund window you should send it back.
Click to expand...
Click to collapse
Do you know what that refund window is per chance?
EDIT: nevermind found it!
Returns
To seek a refund for all or part of your purchase within 14 days of delivery, contact our support team by phone. What to expect when you call:
Our support team will ask for the e-mail address associated with your Google Wallet account, or the IMEI number for the phone you're returning.
We send a Return Merchandise Authorization (RMA) and a pre-paid UPS shipping label to your email address; two emails.
Print the RMA (attached to the email) and place the form inside of the return shipping box.
Print the pre-paid UPS shipping label and attach the label to the outside of the shipping box.
For information on preparing your phone for return, go here.
You can initiate a return within 14 days of delivery. Upon receipt of your returned device, we'll issue a refund to the original Google Wallet account minus a 15% restocking fee. We may waive the fee for an unopened box in perfect condition. For damaged units, customers may be charged additional restocking fees based on the state of your returned device.
Refunds for returned devices will be issued to the credit card used when making the original purchase with your Google Wallet account. You will not be refunded for the shipping cost of the original purchase.
Replacements
Within 14 days of delivery, if you happen to receive a defective device that you'd like to exchange for a functioning device, please contact our support team for further assistance.
If you have configured your phone as a virtual wallet, using Google Wallet as a form of payment, prepare to switch devices.
As a precondition of replacement, Google may remotely disable the damaged phone which is to be returned to Google, with the consent of the purchaser.
Click to expand...
Click to collapse
And this seems to have answered all of my questions. I'm going to demand a replacement as I am still entitled to one.
^Fs said:
Do you know what that refund window is per chance?
Click to expand...
Click to collapse
14 days but there is a restocking fee of 15% I believe. However, they should replace the phone by overnighting a new one. If they won't, call them back until you find someone who will.
^Fs said:
Do you know what that refund window is per chance?
Click to expand...
Click to collapse
It would be 14 days from the dispatch date
Sent from my GT-N7000 using xda premium
damn that sounds skeptical. maybe someone at Google, or UPS (or someone in between) got a hold of it...Or maybe they accidentally threw in a defective unit instead of a new one?
Makes me wonder when I am buying a new handset, is it REALLY new?
p00kienrayray said:
damn that sounds skeptical. maybe someone at Google, or UPS (or someone in between) got a hold of it...Or maybe they accidentally threw in a defective unit instead of a new one?
Makes me wonder when I am buying a new handset, is it REALLY new?
Click to expand...
Click to collapse
I just think they're hesitant on giving me an RMA for a replacement because I've already replaced my first device due to a grainy discolored screen with a lot of ghosting.
The one I have now is great.
Hopefully they won't give any more troubles with the replacement of the second purchased device.
^Fs said:
I just think they're hesitant on giving me an RMA for a replacement because I've already replaced my first device due to a grainy discolored screen with a lot of ghosting.
The one I have now is great.
Hopefully they won't give any more troubles with the replacement of the second purchased device.
Click to expand...
Click to collapse
They shouldn't. The gnex you bought for your mom is a completely different order. Besides, if their policy is to replace it, that's what they'll do.
I no I'm not in America but on every phone box I have scene in the uk. The label says don't accept this item if the seal is dam aged in anyway!
Sent from my Galaxy Nexus using XDA Premium HD app
Updated OP with info on Google's new replacement policy, or lack thereof.
Sorry to hear about your experience. I suspected that if the majority of complaints were legit and were widespread beyond XDA perfectionists , that Google would be contacting Samsung and telling them 'this is your baby', because they were pissed that they were wasting as much resources answering calls, determining whether person merited a new unit, paying postage to return defective unit and send out new one, etc. I love my phone and am happy I got it, but until I know that quality control is better I'd be apprehensive recommending it to others. I know 400 US is a great price for a phone with these features, but it still is a lot of money and for that much people should have no remorse or fears that they're not getting exactly what they paid for.
This is what happens when people abuse returns process. Some people will never be happy and will return 4, 5, 6 devices. I don't blame Google to be honest.
bobsbbq said:
This is what happens when people abuse returns process. Some people will never be happy and will return 4, 5, 6 devices. I don't blame Google to be honest.
Click to expand...
Click to collapse
Pretty much this. There has to be some push back on their end. If you stay polite but firm and persistent, they will most definitely overnight you a new phone.
bobsbbq said:
This is what happens when people abuse returns process. Some people will never be happy and will return 4, 5, 6 devices. I don't blame Google to be honest.
Click to expand...
Click to collapse
+1
let it be.
BrianDigital said:
They should just ship you a new one over night,
Sent from my Galaxy Nexus using Tapatalk 2
Click to expand...
Click to collapse
Unfortunately, this isn't Apple we're dealing with. Hate them all you want, but they will take care of issues ASAP.
bobsbbq said:
This is what happens when people abuse returns process. Some people will never be happy and will return 4, 5, 6 devices. I don't blame Google to be honest.
Click to expand...
Click to collapse
+1
I hope your T-Mobile purchase experience was better than mine:
Ordered online through an organizational discount link (T-Mobile AdvantageDirect? )
Order placed on 9/20. It is 9/27 and I don't have my Samsung Galaxy S4 M919 yet.
I even got an email with my new phone number from T-Mobile.
Shipment Tracking number provided, but UPS claims they have no record of receiving a package from T-Mobile for that tracking number. T-Mobile claims they mailed it out on 9/24 with that tracking number.
Many calls to T-Mobile customer service to try to track down my new phone.
Saga continues...
Update 9/30/2013:
T-Mobile customer support contacted their offline support to try to locate the package, since 9/27, and still no word yet. After speaking to T-Mobile Customer Service and getting an OK from them, I went down to the local T-Mobile store (was crowded), showed them the existing paperwork and got a new Galaxy S4 with a new number in about 15 minutes, under the same organizational discount.
Canceled the online order.
Update 10/3/2013:
T-Mobile still can't locate the package, and it appears to be their policy not to process a refund ($159) until they locate the package they lost! I've called my credit card company to dispute that charge.
Update 10/4/2013:
Now they think I am trying to cancel the phone I bought at the local T-Mobile store (they got the phone number of my current S4 phone in this e-mail from them):
T-Mobile Handset Order Research Request
Handset Order Reference: XXX
Thank you for taking the time to contact T-Mobile. We are unable to send a mailing label for this order. Please return the equipment using a traceable shipping method to: 'Return Center TX 4500 Cambridge Road Ste 100 Door 3 Fort Worth, TX 76155'. If sent to any other address, we cannot guarantee proper processing or crediting of associated charges.
Thank You,
Handset Order Research Department
T-Mobile USA, Inc.
Click to expand...
Click to collapse
Update 10/18/2013:
Still no sign of my refund yet. Credit Card company is investigating. T-Mo says they have escalated the issue, and that I should be receiving my refund soon. I suspect someone is picking off certain online orders before shipping, and selling them under the table or on the black market. There's no way a phone that has been activated and assigned a phone number can go missing like this.
Update 10/23/2013:
Still no refund yet. I called T-Mobile Customer Service and they said they'll escalate the issue (again). They don't make it easy to get a refund, even when the mistake was clearly theirs.
Update 10/25/2013:
I received a paper bill for cellular service ($121) for that lost phone! I called T-Mobile and after they transferred me thru 3 different support reps ("Buyers Remorse" Dept? ), they said they'll cancel that account/service and make a note not to refer that account to their Collections Dept for non-payment.
I received a credit of $159 (from my credit card company, Chase) for that lost phone back to my credit card. If T-Mobile doesn't respond to Chase within 45 days, that credit is mine to keep. Good Credit Card company Chase will show T-Mobile not to mess with customers.
Update 11/20/2013:
I received another bill for $121, this one warning me about possible Collections action if I don't pay. I guess the previous T-Mobile support rep didn't properly close out the account and billing. Another call (20 mins) to T-Mobile to sort out the issue. See letter I received (separate message in this thread).
Update 12/23/2013:
I received a bill for $3.30 from T-Mobile
I did call them again in late November, and they verified there was a zero balance on the account. Now this new amount looks the taxes on the amount they zeroed out. Looks like they just won't quit billing me. T-Mobile must have the most messed up billing/accounting department of all the major Carriers.
I went down the block to my tmobile store, bought it, walked out with it.
Sent from my Galaxy Nexus using xda app-developers app
elflip88 said:
I went down the block to my tmobile store, bought it, walked out with it.
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Do the physical stores honor organizational or corporate discounts (up to 20% off the regular prices)?
See http://forum.xda-developers.com/showthread.php?p=45987850
Nate2 said:
Do the physical stores honor organizational or corporate discounts (up to 20% off the regular prices)?
See http://forum.xda-developers.com/showthread.php?p=45987850
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Yeah, they do.
I bought it from staples and i was there 8 hours over 2 days. They fuked up the activation by entering dealer codes wrong, messed up security deposit amount, and some other stuff i forget. It took a long time to get it straightened out and the staples employee was yelling at them.
Oh well. I always buy directly from the T-Mobile website. I upgraded through Costco and Wirefly before but ever since T-Mobile came out with this new model, their website is the only place you can go through without getting something messed up.
So has you gotten it straightened out yet?
Sent from my dear S4 using xda app-developers app
My last 3 phones were purchased online (wirefly, letstalk) - no problems.
t-mobileorders.com has not been a good experience for me.
elflip88 said:
I went down the block to my tmobile store, bought it, walked out with it.
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Same here. They also did the online purchase option with me standing there so I'd be eligible for the $30/mo 5Gb prepaid plan. Couldn't have been better or easier.
Yeah, my experience was pretty awesome. It was a chick around my age (20) who laid out all the details, including pricing and whatnot so I wouldn't be confused, even though I already knew everything she was telling me. The whole process was essentially flawless, with the only problem being that they didn't have the Black S4 in stock so I had to get white -__-. Sorry your process sucked bro.
Walk in. Buy. Walk out. I just always try and make sure there is little to no talking. Especially when the reps try and sell me on a device I'm already there to buy. !!! I've been waiting 5 months for this device there is nothing you know that I already don't !!! I hate salesman
Sg4
I am now getting 2 identical sets of marketing flyers, etc. in the mail from T-Mobile. I guess someone needs to tell T-Mobile sales/marketing that one of my accounts (for which I never received a phone) is officially closed...
I'm getting very tired of calling them
Sent from my SGH-M919 using Tapatalk 2
When my rear camera broke they sent me a new s4 in 3 days. I don't have insurance. The lady who trouble shot the camera with me was nice.
Sent from my SGH-M919 using XDA Premium 4 mobile app
wow this seems to be a terrible experience. you seem to have a lot of patience. i would have went off on everyone.
Last weekend I visited T Mobile and Sprint.
Here's the contrasting experiences...
T Mobile
My wife needed her first Smartphone. (Big day! She's joining the 21st Century!) We go to T Mobile to look at the new Samsung Galaxy Light. Great little affordable but shockingly powerful device. We walk into the store. The guy asks if he can help us. He points us to the Galaxy Light and leaves us alone until we need further assistance.
My wife and I play with the various smartphones as I show her the differences, we settle on the Light after about 25 minutes. I go to the guy int eh store and tell him I want one. He looks up my account, goes in the back to get the phone, registers it with her account, activates the SIM card, I swipe my credit card, the clerk and I make fun of my wife's texty phone from 5 years ago, and we leave. My total time with the clerk is MAYBE 5 minutes after I settled on buying the Galaxy Light.
No changes were needed on my plan. We have the simple 500MB data plan already. Just needed to buy the phone. Couldn't have been a better experience.
(I've had the same experience with the last 3 phones I've bought for myself at T Mobile. In and out no problem)
Sprint
Later that same day I take my mom to Sprint to get her first Smartphone. (The women in my life are really behind the technology curve. I don't knwo what to tell you.) Mom has a Sprint contract that she's only 4 months into so we're really stuck with Sprint for her.
We got to the store, we have to sign in so that we can speak with a cleark when they are ready rather than when we are ready. "Fortunately" there is an hour wait to speak with someone so we have time to show mom every smartphone in the store. We finally settle on the new Google Nexus 5. It's a good option for mom.
The cleark finally grants us the honor of speaking to someone about buying it. They give us a good option of selling her existing flip phone (Yup. I said flip phone.) back and getting a $10 credit on her bill for it for 24 months adn then charging $15 for the phone, then updraging her to a smartphone plan with mobile data...blah blah blah for a final total of $65 a month plus taxes. They go get the Nexus 5 and try to activate it. The system won't let them do it. The manager gets involved. No luck. An hour and fifteen minutes later (Total time in the store is now 2:15) the manager says we were quoted the wrong price because mom is not eligible to take advantage of that offer to sell her old phone back unilt January 1st. Then they basically show us the door.
I couldn't believe it. They wasted nearly 2 and a half hours of our time. Quoted it wrong. Then instead of finding a way to make an exception to eligibility rules and letting my mom buy the $450 phone and more than double her monthly bill like she wanted to (and was happy to do!) and told us to take a hike. They literally wouldn't not let mom switch her contract to a more expensive one and let her spend $450 on a phone. Refused to allow her to do this. Then just "See ya..." Not an offer to credit her bill $10 or something just to apologize. Not an offer to give a discount on the phone when we come back. Not a free case for it. Nothing. Conversely in T Mobile I've gone in with issue and they offer to give me a credit or something just because I had the problem.
These two stories happened on the same day. Two totally different results. I recomended that mom just suck up the buy out fee in her Sprint contract and move to T Mobile. It's worth it to avoid ever having to deal with that store again.
I had a very similar (positive) experience going to the local store. I was able to walk in and buy my SGS4 w/ discount as well as my wife's iPhone and then stop over and eat lunch before going back to work. It actually took them longer to make my lunch order than it did to purchase the phones. I also received follow-up calls from T-Mobile asking if I had any questions about the phone, account, or my bill.
Prior to this I went through Best Buy because I had gift cards, coupons, a promotional offer, and they price matched Wirefly when I asked why the phone was so expensive at their location. I had an equally nice experience at both locations, but it did take a while longer at BB because they had to go through some absurd online and call in service to port our numbers over. It was much harder to leave sprint because they didn't want to let me go as a customer and offered me no incentive to stay. I had to make 4 calls and speak with their entire chain of command to simply speak with a knowledgeable accounts manager that could assist me with the termination.
It also seems to be another one of those YMMV experiences, where the level of caring can change from store to store.
Bill I received from T-Mobile for the lost phone and no service (see 1st msg in this thread for history):
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I ordered my phone over the phone. It was a nightmare transferring my number. my order was delayed for reasons known only to t-mobile. Then I replaced it because it was defective. Took a month to receive credit for the replacement device.
Lesson learnt: do my business in a brick and mortar T-mobile store.
I went from Straight Talk to Tmobile, mainly because StraightTalk had really bad service, I had text messages that would arrive hours after they were sent or not at all. Also, I lost my phone in a cab.
Anyway, I went into (what I found out later) a non-corporate Tmobile store. Had the same outside branding, workers in the same outfits, had the phone displays, etc. I bought my S4 outright, transferred my phone number and signed up for the contract, no problems until they tried to sell me hardware insurance that I didn't want. I had to tell them no about 5 times, the final two times with a manager, who was acting as a closer with a real hard sell that I wasn't having. The final strategy was guilt, he made it seem like the sales girl would get in trouble if i didn't sign up for service. Why he thought this tactic would work on me I have no idea and had I not just spent all the time getting setup, I would have walked out.
I have to say my experience was great ordered my phone online waited about 3 days. Called tmo ported my number over with no problems and in less than 2 hrs I was up and running.
I literally just walked into the stoe, signed up for unlimited, bought my S4 and went home. It went pretty well.
I had bricked my S6 Edge 128gb yesterday trying to root it and after no solution in the short term went to customer service to get support. In the end they ended up ordering me another phone. I was able to fix my bricked phone by performing a factory reset in the recovery shortly after rendering the incoming phone pointless.... I come home from work today and find this... Not only do I have 2 S6 edges, but one was delivered to me this quickly? T-mobile you've got a customer for life.
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pretty awesome. but definitely do return the older one before they charge your card again. and to root the s6 edge, we need to use the regular s6 file. they are essentially the same phone. dont know why there are 2 different root files.
osmosizzz said:
pretty awesome. but definitely do return the older one before they charge your card again. and to root the s6 edge, we need to use the regular s6 file. they are essentially the same phone. dont know why there are 2 different root files.
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That! and also hide your address on the pic!!
I have had nothing but fantastic experiences with T-Mobile customer service (unlike when I was with Verizon). I know T-Mobile's coverage isn't the best, but it is great where I live, and what they are doing as a company is awesome. I am super happy with T-Mobile (switched to them a little over a year ago after being with Verizon since the late 90s).
I've had amazing experiences every verizon interaction I had. I just switched to tmobile a few days ago and they're just as well. Could just be my area. Plus tmobile has unlimited (2-3g no matter what) 4G DATA! On verizon, you can get 50gb a month if you want.. but you're paying $500+ every month for that.
Huh. They tried to send me a replacement phone and it won't get here for a week and a half. They're also having me send the old phone now. I'm not particularly pleased.
Anyone having issues with overheating and Wi-Fi calling draining the battery? From what the store said is they charge a $50 restocking fee to replace a device now even if it's the same model, and the manager told me on the phone that they cannot detect overheating on their machines most of the time, so they cannot waive the fee.
I had a great experience with T-Mobile. I called them to get an unlock code and they granted it and sent me an email within 12 hours telling me I could unlock it. Well it did not work and they apologized and asked if they could send me a replacement. That was today, I'll have the replacement tomorrow and I then send the old one back. I never had that quick of a turn around with att. Thanks T-Mobile.
verks said:
I had a great experience with T-Mobile. I called them to get an unlock code and they granted it and sent me an email within 12 hours telling me I could unlock it. Well it did not work and they apologized and asked if they could send me a replacement. That was today, I'll have the replacement tomorrow and I then send the old one back. I never had that quick of a turn around with att. Thanks T-Mobile.
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finally got mine unlocked. contacted them on twitter. told me to give them the imei and my number . gave them the information, told me id receive and email within 24 hours. 30 minutes later, i go into the unlock app and bam, unlock successful. now using my tmobile s6 edge with my cricket wireless. after trying tmobile for 3 weeks, it works but when in buildings, data and service goes south. glad they were able to unlock my device. A+ for customer service.
I just switched from ATT to TMO last week and they are great.
Went to ATT store trying to get a S6 Edge at full price and they told me they couldn't sell it to me because they had limited qty. 2 hours later I switched to TMO and never looked back. In fact, I get better LTE reception at work with TMO
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Yes and T mobiles are best for use. I am using it.
mobiletv.com.pk
gclancer said:
I just switched from ATT to TMO last week and they are great.
Went to ATT store trying to get a S6 Edge at full price and they told me they couldn't sell it to me because they had limited qty. 2 hours later I switched to TMO and never looked back. In fact, I get better LTE reception at work with TMO
Sent from my SM-G925T using XDA Free mobile app
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Wierd they didn't get the old phone from you before replacing.. usually happens to my provider..
Having a issue with the camera on my S6 Edge. Rep said will ship ya out a new one next day. Love T-Mobile. Everyone should like them since they come out with new things that help save customers money. Then the other carriers usually follow.
I agree. I'm often surprised by how friendly the TMO customer service people are over the phone. I had an issue with my OIS not focusing and TMO promptly shipped another phone to me, with overnight delivery. The associates in store, is a whole other story, but the customer service people over the phone are amazing.
moot1 said:
I agree. I'm often surprised by how friendly the TMO customer service people are over the phone. I had an issue with my OIS not focusing and TMO promptly shipped another phone to me, with overnight delivery. The associates in store, is a whole other story, but the customer service people over the phone are amazing.
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I agree
I know a guy at a tmobile store just from buying so many phones from him. The guy hooks me up and always takes care of me. I just make sure he's working when I go to the store.
sweets55 said:
I know a guy at a tmobile store just from buying so many phones from him. The guy hooks me up and always takes care of me. I just make sure he's working when I go to the store.
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Hey Sweets55, did you order your phone in store? I am trying to get another shipped to me, but idk if it's a warranty replacement? The normal store I went to gave me hassle to exchange my first S6 E 32 GB in White. I went three times, which required multiple calls to Customer Service and Tech Support. Then, the manager changed it out to me, but I do appreciate his honesty since he said that if tech support feels that we should replace it, then I will go with it. I had the same issues, but he wasn't in yesterday. They didn't have stock either, so it didn't help since my second S6 Edge was Black 32 GB since they didn't have stock. I called Tech Support prior and they said my phone was registered as a White under my EIP, but which I paid off in full 5 days after purchase. I don't want a refurbished unit. What can I say to Customer Service or Tech Support? I had to drive 36 miles to go to a store with a lousy gung ho corporate line toting manager to waste 2 hrs of my time. He wanted me to pay up a restocking fee since he didn't feel the phone had any issues. Talk about lousy service for me that is.
nviz22 said:
Hey Sweets55, did you order your phone in store? I am trying to get another shipped to me, but idk if it's a warranty replacement? The normal store I went to gave me hassle to exchange my first S6 E 32 GB in White. I went three times, which required multiple calls to Customer Service and Tech Support. Then, the manager changed it out to me, but I do appreciate his honesty since he said that if tech support feels that we should replace it, then I will go with it. I had the same issues, but he wasn't in yesterday. They didn't have stock either, so it didn't help since my second S6 Edge was Black 32 GB since they didn't have stock. I called Tech Support prior and they said my phone was registered as a White under my EIP, but which I paid off in full 5 days after purchase. I don't want a refurbished unit. What can I say to Customer Service or Tech Support? I had to drive 36 miles to go to a store with a lousy gung ho corporate line toting manager to waste 2 hrs of my time. He wanted me to pay up a restocking fee since he didn't feel the phone had any issues. Talk about lousy service for me that is.
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Seriously, don't bother with the retail store. They will try anything possible to prevent replacing your phone. Call T-Mobile loyalty support and ask for a warranty replacement. There are no refurbished S6 Edge being sent out at the moment since the phone was just released. They will send you a brand new replacement without the box and accessories. You'll receive it the next day and if something is wrong with that, they'll send another one to you via next day.
DADDYDC650 said:
Seriously, don't bother with the retail store. They will try anything possible to prevent replacing your phone. Call T-Mobile loyalty support and ask for a warranty replacement. There are no refurbished S6 Edge being sent out at the moment since the phone was just released. They will send you a brand new replacement without the box and accessories. You'll receive it the next day and if something is wrong with that, they'll send another one to you via next day.
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What if my account has only been active for 6 months? I had T-Mobile prepaid from when I was 15 to 20 and then came back when I was 21 had my own account and then merged on a family plan in October. Will they give me white like my original one was? What about the fact I got black due to a lack of supply at the store? The system for tech support shows White.
nviz22 said:
Hey Sweets55, did you order your phone in store? I am trying to get another shipped to me, but idk if it's a warranty replacement? The normal store I went to gave me hassle to exchange my first S6 E 32 GB in White. I went three times, which required multiple calls to Customer Service and Tech Support. Then, the manager changed it out to me, but I do appreciate his honesty since he said that if tech support feels that we should replace it, then I will go with it. I had the same issues, but he wasn't in yesterday. They didn't have stock either, so it didn't help since my second S6 Edge was Black 32 GB since they didn't have stock. I called Tech Support prior and they said my phone was registered as a White under my EIP, but which I paid off in full 5 days after purchase. I don't want a refurbished unit. What can I say to Customer Service or Tech Support? I had to drive 36 miles to go to a store with a lousy gung ho corporate line toting manager to waste 2 hrs of my time. He wanted me to pay up a restocking fee since he didn't feel the phone had any issues. Talk about lousy service for me that is.
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nviz22 said:
What if my account has only been active for 6 months? I had T-Mobile prepaid from when I was 15 to 20 and then came back when I was 21 had my own account and then merged on a family plan in October. Will they give me white like my original one was? What about the fact I got black due to a lack of supply at the store? The system for tech support shows White.
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You can ask and they'll put it down on the notes but that's up to the folks in the warehouse to decide. That's what they'll tell you unless you keep at it and let them know how much you really wanted the white s6.
Well here it goes, I was lucky enough not to pre order this device and was able to walk into Bestbuy and purchase one. Of course the night that I got my phone or night after with my luck I was getting out of my truck and totally forgot the phone was on my lap and jumped out, it hit my step on my truck and then landed on the gravel. Ended up cracking of course I posted about it when it happened so I jumped through hoops and called Asurion and filed a claim. They sent me a brand new device which is awesome so I sent the other phone back and was fine, well literally a day or so after the recall was announced. Being that it was fresh no one really knew what was going on so I let it be. I have requested my money back from Asurion since technically I paid for a claim that was never needed since they would have swapped the phone anyway which didn't fly because they said they couldn't get my original device back to me, Bestbuy said I can't do anything even though the phones brand new because the IMEI numbers don't match and Verizon is pointing at Bestbuy and Samsung. Asurion has told me that I can't do anything besides wait until they get devices to ship me out another one. It's been over twenty days and they claim it is still on backorder which I don't understand because all carriers have gotten devices to swap everyone out with. At this point I have no idea what to do, I like the device and I just want my replacement but at the same time I think it's taking them a little too long. Just looking for any suggestions ( besides wait ) lol. While I don't think my device has any battery issues and is okay I still don't feel comfortable when I go to charge it every night.
Did you check the IMEI on Samsung's recall website? Or tried the Samsung + app which will tell you if it needs to be recalled? Not every device was affected.
raduque said:
Did you check the IMEI on Samsung's recall website? Or tried the Samsung + app which will tell you if it needs to be recalled? Not every device was affected.
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Yeah mine falls under it and I got the beautiful notification that reminds me everytime I charge it too. Just been a nightmare lol
do you live near an official Samsung store? sounds like you have two options... deal with asurion or Samsung directly
Samsung has really been no help telling me to go to my carrier which tells me to go to asurion. They told me today they have no clue when they will have a device for me. They did offer a full refund but of course I have to jump through hoops. I have to pay the phone off in full with Verizon and send my receipt along with the phone back to asurion and I will get my money back in seven to ten days.
Talk to Verizon online and tell them to annotate your account for a swap. Walk into the store and explain them that what the online folks told you and say that your account has been annotated for a swap.
I did similar for mine as my replacement was having issues and Bestbuy would not take it back as they had none to give out. Initially I went between Samsung, Verizon and Bestbuy. Last resort, I called my credit card to help me out and they suggested to talk to the company to which the payments are being made. So I finally called verizon and walked them through the process (that Discover guys had explained me) and they then annotated my account.
My replacement was heating up and had terrible battery life.. Like 3 to 4 hours.. Charged it like 4-5 time.. Resetted it like 10 times.. Even filed a case with Samsung.. they wanted to send me the device for repair at my expense..
I can feel your pain Man.. dealing with all these nonsense. Just be persistant and things will fall in place..
Well surprisingly after yesterday's call to Asurion it must have either lit a fire under someone or it just happened that they received stock of them at 3am. I got a email saying they finally had some and to call, called this morning and it will be here sometime tomorrow. Scary part is I hope it's not a refurbished unit which I highly highly doubt but anything is possible. I was honestly getting impatient but at the same time, it was just frustrating not being able to get my replacement when it was available to everyone else. Like I said nothing is wrong with my device or i should say at least I don't think but there is always that what if factor and I don't like that. Especially now with there washer machines apparently catching fire too....