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I've heard the rumors... T-Mo's customer service is legendary. They're the best in the game. Everyone says so!!
Rewind: October 2007. I was a Sprint customer. After 3 years of hell with Nextel, no service in Rhode Island, replacement phones, billing errors, and long wait times, I became an ex-Spring customer when I threatened to leave Sprint for T-mobile, and the customer service SUPERVISOR said to me "You do what you have to do..." *click* and hung up on me. So I did just that... I walked into a t-mobile store and bought a wing.
Fast-forward: Today. It's now 6 months later. I've had 3 warranty replacements on the Wing, then (because I was fed up with the wing) I asked for an alternate model. They told me the only other "multiple exchange" model was the Dash. So they sent me a dash (which I can't figure out because it's cheaper). That was 3 weeks ago. Today, I noticed a bunch of white lines on my screen (see my other post for a screen shot).
I just got off the phone with T-mobile. They confirmed that this is a problem with the Dash, and the brackets holding the screen apparently break for no reason at all, causing this problem. It can happen for any or no reason at all. Well, the wing might be slow and lock up and reboot itself when it wants (though I fault t-mobile's ****ty software for that) but at least it kept it's screen in tact.
So I told them I wanted a wing back. They refused, because I did not qualify for the multiple exchange, since it was only my first dash. I told them I needed a phone that DIDN'T lose it's screen at random, so I wanted the Wing back (which is what I originally paid $300 for) and they said no, because that only applies if I had 2 or more defective dash's. What the hell is wrong with this company!?!? They can't send me a Blackberry Curve (even though it's the EXACT same price as the Wing), they can't send me ANYTHING, not even a basic phone. They said if I wanted the wing now, it would cost me $400!!!
Now, looking back at Sprint, with their new CEO (who has vowed to clean up customer service) and their newest plan (simply everything), and the coolest phone I've ever seen (the Sprint "Touch") I think I'm going to pay the early termination $200 fee and switch back to sprint when I get my $600.00 economic stimulus check from the government in May, and I told the t-mobile guy that too. He said "Well, sorry to hear that, but there's nothing we can do for you..." <-- What the hell is that??? What happened to customer service? I left Sprint because they sucked, and now they're getting better and T-Mobile sucks.
Looks like I picked a bad time to leave Sprint and an even worse time to join T-Mobile.
WARNING TO ALL THOSE WHO ARE THINKING ABOUT SWITCHING TO T-MOBILE OR BUYING A PDA FROM T-MOBILE: DON'T do it!!! If it's a bad model, you'll be stuck with it!!
I am SICK of getting new phones every month in the mail. It takes me about 6 hours to get my phone looking & acting the way it should. I have to flash the ROM, copy pim.vol, change the theme, remove the stupid "callstart.wav" file, hack the **** out of the registry, and set up email, internet connections, and everything else. I've wasted countless days of my life doing this.
I've reached the end of my tether. I hope a perspective T-mobile customer reads this and it helps them decide to NOT go to T-mobile. Likewise, I hope a higher-up at T-mobile reads this and gets the message.
LMFAO Dude grow up.
SpringfieldXD45C said:
I've heard the rumors... T-Mo's customer service is legendary. They're the best in the game. Everyone says so!!
Rewind: October 2007. I was a Sprint customer. After 3 years of hell with Nextel, no service in Rhode Island, replacement phones, billing errors, and long wait times, I became an ex-Spring customer when I threatened to leave Sprint for T-mobile, and the customer service SUPERVISOR said to me "You do what you have to do..." *click* and hung up on me. So I did just that... I walked into a t-mobile store and bought a wing.
Fast-forward: Today. It's now 6 months later. I've had 3 warranty replacements on the Wing, then (because I was fed up with the wing) I asked for an alternate model. They told me the only other "multiple exchange" model was the Dash. So they sent me a dash (which I can't figure out because it's cheaper). That was 3 weeks ago. Today, I noticed a bunch of white lines on my screen (see my other post for a screen shot).
I just got off the phone with T-mobile. They confirmed that this is a problem with the Dash, and the brackets holding the screen apparently break for no reason at all, causing this problem. It can happen for any or no reason at all. Well, the wing might be slow and lock up and reboot itself when it wants (though I fault t-mobile's ****ty software for that) but at least it kept it's screen in tact.
So I told them I wanted a wing back. They refused, because I did not qualify for the multiple exchange, since it was only my first dash. I told them I needed a phone that DIDN'T lose it's screen at random, so I wanted the Wing back (which is what I originally paid $300 for) and they said no, because that only applies if I had 2 or more defective dash's. What the hell is wrong with this company!?!? They can't send me a Blackberry Curve (even though it's the EXACT same price as the Wing), they can't send me ANYTHING, not even a basic phone. They said if I wanted the wing now, it would cost me $400!!!
Now, looking back at Sprint, with their new CEO (who has vowed to clean up customer service) and their newest plan (simply everything), and the coolest phone I've ever seen (the Sprint "Touch") I think I'm going to pay the early termination $200 fee and switch back to sprint when I get my $600.00 economic stimulus check from the government in May, and I told the t-mobile guy that too. He said "Well, sorry to hear that, but there's nothing we can do for you..." <-- What the hell is that??? What happened to customer service? I left Sprint because they sucked, and now they're getting better and T-Mobile sucks.
Looks like I picked a bad time to leave Sprint and an even worse time to join T-Mobile.
WARNING TO ALL THOSE WHO ARE THINKING ABOUT SWITCHING TO T-MOBILE OR BUYING A PDA FROM T-MOBILE: DON'T do it!!! If it's a bad model, you'll be stuck with it!!
I am SICK of getting new phones every month in the mail. It takes me about 6 hours to get my phone looking & acting the way it should. I have to flash the ROM, copy pim.vol, change the theme, remove the stupid "callstart.wav" file, hack the **** out of the registry, and set up email, internet connections, and everything else. I've wasted countless days of my life doing this.
I've reached the end of my tether. I hope a perspective T-mobile customer reads this and it helps them decide to NOT go to T-mobile. Likewise, I hope a higher-up at T-mobile reads this and gets the message.
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Looks like someone woke up on the wrong side of the bed today! I for one would never EVER go to sprint. I don't care how much 3g or EV-DO they have...I used to be work for sprints technical support desk and i absolutely hated it! all they cared was for you to get off the phone as quickly as you could try to sell some add-on crap that you didnt need... retrigger the IOTA (internet over the air refresh) and get off the phone ASAP! and the reson why the tech do this is they dont get a bonus if they dont have an average call time under 7 minutes! i went to work for them thinking it was a technical job and all it was , was a front for over the phone sales! i was only there for 8 months and i hit the door as soon as the opportunity arose.
Maybe its you, not the phones. Ever think about that.
T-Mobile is not here to exchange any phone "YOU" decide to mod, drop, throw, dunk,etc.
They have a limit on how many, per customer, can get an exchange.
There is a thing called insurance you can buy from them, for this specific reason.
Pay up to keep getting a new phone every 4-6 months.
And see, I am the exact opposite of what the first poster said, I am a current SunCom Wireless customer, who was just bought out by T-Mobile, and I have had nothing but good things from TM's customer service. I called them about getting a Wing, and if they would provide me with a TM SIM card that would work with my SunCom plan....which wont work of course, so instead they say-"Hold on one moment and let me look at your account...(so I give em my account number, a SUNCOM account number mind you)and the dude comes back and says, well with your anytime rewards(basically 5USD off of a new phone that yoy get for every month you stay with SunCom), you can get a Wing for 249.99, and we will go ahead and SIM unlock it for you before we ship it, so that you can use it with SunCom. Then when SunCom and TM become one company, we will send you a TM SIM card(because thats what they are doing with everybody) and you will still be able to use your SunCom services and current billing prices." So of course I say hell yeah, and give the guy my debit card number, and he comes back and says, "Oh, and you also qualify for free next day air!" so hell yeah, I do LOVE TMs customer service already, and im not even one of their customers yet! BTW, teh Wing=AWESOME!
I sort of had a similar experience.
I had a Shadow, and did not like it, I really wanted the Dash to begin with..
I called and asked to send the Shadow back, and that was fine, but they wanted me to pay $200 upfront.
After thinking about it, I said no.
Called back asked for a supervisor, who immediately called the proper department, got my phone sent out FREE, gave me the rebate instantly, and also sent me a free bluetooth headset.
I have no problem with T-mobile, but if you do, call back and ask for a supervisor.
I LUV me dash and I think that Tmobile is probably the best mobile phone company. Hell they didn't ever try to sell up, but they did help me downgrade my plan with courtesy and respect and no additional months on my contract.
As to your problems with the Dash, I am sorry I would still get another. Even great products have some problems with them. I have had my Dash for over a year and couldn't possibly be more pleased. I keep it in a case and it is in pristine condition. My contract is over and I really would like a 3g device but there isn't anything I would like more than the dash out there. Especially with google's web page compression and the opera mini.
I work at IT at a hospital and most...no every smartphone has KNOWN problems with them. Please don't ask about getting a TREO..... You won't see known issues broadcast anywhere unless you are an major enterprise client. Cellular companies don't usually ever mention problems to nickel and dime clients.
My sister has major problems keeping a working cellphone for more than 4 months since they stopped making them large plasic bricks in the 90's. She has had her Dash for over a year as well. It has a large crack in the screen (no actual harm just a large crack). Various large gashes and the power button has to be pushed extra hard but it's still workin! So if you ask me it is a brick.
Tmobile is different. They only have edge no 3g at all that is a dealbreaker with enterprise clients. They only have nickel and dime clients. I think in general Tmobile have to be nice to their personal clients and they are. Just don't put a pink logo on your website!
Allright... for those of you telling me to "Grow up" and "Maybe it's not T-mobile, it's you" First of all, I'd like to remind you that I'm at least being polite to you. See, I reply to topics to give USEFUL information, not scathing remarks. That makes for somethign we like to call "a pleasant atmosphere". Perhaps you've never heard of that before. So how about YOU grow up? Thanks
I'd also like to point out that "I" am hardly the reason for the following WING issues:
Phone #1: Random reboots, battery lasted for 2 hours max, touch screen would stop working, and only come back after a reboot.
Phone #2: Extremely slow (timed: 34 seconds for the start menu to appear after pushing the start button.. OUT OF THE BOX), random reboots.
Phone #3: Internet would not work at all. On the phone with PDA Tech support who walked me through everything he wanted me to do, then finally HE suggested replacing the phone.
Phone #4: Would not power on at all.
Phone #5: The dash: Everything is working fine. Today, while sitting on my desk (e.g. not being dropped, submersed, etc.) a bunch of white lines appear on my screen. A member of this board said he had the same problem, and even T-Mobile said it was a known issue...
I'm sorry, but please explain to me HOW that is "me" and not t-mobile!??! You've obviously proven to me what great intelligence you have by demonstrating your innate, Jedi-like ability to sit at a keyboard and say "Dude, grow up" and "Maybe it's you not t-mobile" So please explain, Captain SDA... I eagerly await your solution to "my" problems with these "perfect" phones.
My mom once told me "If you don't have anything nice to say, don't say anything at all". Clearly your moms never told you that, Perhaps you should ask YOUR mom for that same advice. Judging by your superior online personalities, that shouldn't be too hard: Just leave your basement and walk upstairs. I'm sorry you don't understand the value of a dollar, and the fact that I have now spent $300 on a phone that doesn't work, and I religiously pay my bill for a service I can barely use. I'm sorry that upsets me. You're right, I shouldn't complain about that.
*** sigh ***
For the rest of you: Thanks for the advice about going back to sprint. The only reason I'm even thinking about it right now is because of all the good things I heard about the new CEO and the changes he's making, and I'm excited about the Samsung Instinct as well as the Sprint HTC Touch, which I personally got to use and it was lightning fast!!
My point was that T-Mobiles history with you as their customer.
When i read the story, i thought, this guy has no luck with phones. Do you honestly think T-Mobile will start giving away replacements to a person that has a history of mishaps? Look at it from their point of view also.
The thing is these days, people think everything is about themselves.
Sorry if you hate my replies. I tell things the way I see them. I don't sugar coat anything.
If you had said THAT instead of "Dude grow up" at first, it would've been a little nicer, don't you think?? Do you think I don't have enough on my plate already, after bleeding out all kinds of money for a damn phone & service that I can't even use, without having to put up with wisecrack remarks??
Yes, I DO expect T-Mobile to stand behind their products.
I respect the hell out of calling shots as you see them, but I question HOW they're seen. Throw me a bone, will you??
SpringfieldXD45C said:
If you had said THAT instead of "Dude grow up" at first, it would've been a little nicer, don't you think?? Do you think I don't have enough on my plate already, after bleeding out all kinds of money for a damn phone & service that I can't even use, without having to put up with wisecrack remarks??
Yes, I DO expect T-Mobile to stand behind their products.
I respect the hell out of calling shots as you see them, but I question HOW they're seen. Throw me a bone, will you??
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*tosses a bone in the air *
Kidding
SPRINT!!!
you know even if i had 10 phones break on me, through running normal software or even modified i would like the company to replace, even if it was my fault... thats what u pay insurance for and thats what makes great customer service. Think about it... how many people know more about the phones then someone that modifies them? not your average user, i referred about 15 people just because sprint is so good with me breaking my phone anyway i did( twice but w/e), not just a new phone but every little thing(a new box, battery, phone, 2x stylus, etc...). no need to grow up its a normal thing to worm someone about a HORRIBLE service provider, i've had sprint for a couple months no complaints, well maybe my bill once but i just shot them an email about my bill being $300, next day they gave me an extra $500. if u switch to sprint get the sero account and you may want to do it fast because no one knows how much longer that type of plan is going to be available....
atomiix said:
you know even if i had 10 phones break on me, through running normal software or even modified i would like the company to replace, even if it was my fault... thats what u pay insurance for and thats what makes great customer service. Think about it... how many people know more about the phones then someone that modifies them? not your average user, i referred about 15 people just because sprint is so good with me breaking my phone anyway i did( twice but w/e), not just a new phone but every little thing(a new box, battery, phone, 2x stylus, etc...). no need to grow up its a normal thing to worm someone about a HORRIBLE service provider, i've had sprint for a couple months no complaints, well maybe my bill once but i just shot them an email about my bill being $300, next day they gave me an extra $500. if u switch to sprint get the sero account and you may want to do it fast because no one knows how much longer that type of plan is going to be available....
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Yea but the key element of your situation that makes it different from the person that made this thread is that you have INSURANCE! things are a whole heckofalot different when you have insurance. When you don't, you stand a chance at ending up like this poor guy! The only thing about insurance i absolutely despise is you always get a reburb.
I have to disagree...If i had a company and sold you a phone. If you modify the rom in any way, warranty is void.
I think even with insurance it gets voided. (I may be wrong)
Mikey1022 said:
I have to disagree...If i had a company and sold you a phone. If you modify the rom in any way, warranty is void.
I think even with insurance it gets voided. (I may be wrong)
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No because most insurance plans cover damage ... which cover both physical and software.firmware damage.....
pudgedaddy said:
No because most insurance plans cover damage ... which cover both physical and software.firmware damage.....
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original and modified firmware?
Mikey1022 said:
original and modified firmware?
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Yes! Heck even if it didnt and the insurance covered only physical damage. I'd beat the heck out of the phone so it wouldnt turn on to find out which firmware or ROM was installed. I mean if you think about it , the phone companies make a buttload of money gettin $5 ( or more) a month for monthly insurance charges,,,, then the customer still has to fork out a deductible when they use the insurance. So trust me, I'd love to offer insurance. Lastly most insurance policies limit the nunber of exchanges to 2 or 3 per year. so it would insure that they couldn't abuse the insurance plan
it sucks about the issues you are experiencing, but do you think this is the right forum (no pun intended) for this issue? in my opinion, you will have better luck discussing this issue with mid - senior level management at T-Mobile USA; not with a bunch of people looking to modify their mobile devices.
johnnylavah said:
it sucks about the issues you are experiencing, but do you think this is the right forum (no pun intended) for this issue? in my opinion, you will have better luck discussing this issue with mid - senior level management at T-Mobile USA; not with a bunch of people looking to modify their mobile devices.
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I agree. The mods should close this thread
I have no other place to vent, and to be honest, I was hoping to get a former T-mobile employee (or someone) who would send me a PM or leave a post with a bit of a tip in it.
If nothing else, I'm outraged and I need to vent (something wrong with that??) It's only natural.
By the way, this has nothing to do with insurance... this is still warranty!! And how do you figure flashing the ROM voids the warranty?? It changes no physical part of the phone... and as long as you can flash the factory ROM back onto it, (thus making the phone still useable) what harm was done?
I see nothing in the warranty about flashing the ROM as being grounds for voiding.
I have an Evo, and I love it despite it's minor flaws...
However, I have been suffering from the screen leaking issue from day one and it is just getting worse. This will no doubt lead to bigger things so I want to take care of it under the 30 day warranty (I didn't pay $200 to get a refurb). I bought my phone from a Walmart, because no one else had any and wasn't going to have any for like a week. I went back to the Walmart tonight to exchange the phone, they hadn't sold any more of the Evo, I had the been the only person to buy one lol. Since they haven't sold any I have no guarantee that the other phones won't do the same thing, as they are probably from the same batch of phones.
The tech there told me I should hold off until closer to the end of my 30 days in hopes of getting a newer unit, as he had been reading about the issues the current Evos are having. He also told me not to feel so bad as he whipped out his iPhone4 and showed me the magic disappearing reception trick (I wanted to laugh so hard).
So, some questions...
1. Should I just return my phone near the end of the 30 days and wait for a product refresh? (I kinda like the white model that best buy is gearing to sell)
2. I have another phone on my contract, but I assume they are technically separate contracts and that Sprint will simply let me cancel one while keeping the other. Does this sound accurate?
Thanks everyone, in advance!
I hate T-Mobile!!!!! Well I love them up until now.
Theytold me when I renewed my contract over a week ago that the HTC Desire was in high demand and it would take 10 days to deliver! Ok not a problem they are now telling me though they have no idea when they will be able to get it to me and advised me to phone my local store (as I deal with the contact center). My local store is refusing to answer the phone and I have tried T-Mobile stores all across the county and they all have massive waiting lists and not accepting any more names :-(
They also said they would buy from Carphone Warehouse but none of their stores are answering the phones......
My last attempt one of the suppliers my company deals with on a weekly basis have 5 HTC Desires sitting in the warehouse ready for purchase but T-Mobile are refusing to let me get it from there! I can't afford to buy it myself and I don't see any harm in them buying it from there for me. They gave me the reason that each supplier gets a different price for it so I replied with well I will pay the difference (wouldnt be alot surely) but then they changed their story saying we are not allowed to purchase from companies that are not T-Mobile Accredited!!!!
This is winding me up now. Its my birthday tomorrow and I really want my new phone but I can't afford to buy one myself!!!!!
Sorry just having a rant. Anyone here work for a T-Mobile store and can get me one on my contract?
Man that sucks. I don't think its just t mobiles fault. Htc are having a mere getting hold of the AMOLED screens, as the manufacturers (samsung) are keeping them to themselves for their galaxy s phones. (and are probably enjoying having their main rival in the android handset market over a barrel.)
Could be some time for htc to get the phone altered to use the SLCD screens. Google amoled + htc + samsung for a better explanation than mine!
In the mean time, what is t mobiles "cooling off period" for sending a handset back after it being supplied? You could use this opportunity to try out the competition, and send the thing back before the dead line and try something else!
Make enough of a nuisance of yourself and you may move up the priority list!
Who knows, you may end up liking either a sony x10 or a galaxy s. If I could not have a desire, I'd lean towards the galaxy s.
Sent from my HTC Desire using XDA App
That's a bit out of order from Samsung, if they had an agreement they have to fulfill it with HTC...
Well when my Desire stopped vibrating I called up T-Mobile (This was within the first week of release) and the rep told me they had around 900 Desires in that morning and by 16:46 the same day they had 54 left. I got number 52 as two had been sold whilst I was explaining my problem. That was in April.
So either the phone is much more popular than I thought and HTC can't make them quick enough (which is likely due to AMOLED shortages) or they didn't expect such a high demand after the initial early adopter phase (First month).
Sounds like you are not making enough fuss to customer services!
I phoned orange up a couple of months ago as I was getting the same stuff.
First they said they were in stock and I could have a really decent contract with free phone!!!, but... literally phoned about 20 mins later to make an order and it had changed to 300 mins less and £50 for the phone! and the best part was they said stock would be another 2 weeks to a month and I can't go on the waiting list as it's full!
Pissed off, I decided to go to high street stores to get a more expensive contract and alas, no-one had any and if they did I was told that the tariff I was on would mean I would have to pay £75 for the phone!!!
So I got home, got myself in a strop and phoned orange to complain, funny enough they added me to the list (before it was full), they said when the phone was in stock they would text me and as soon as the text came through I needed to call them straight away as it was first come first serve after the text was received.
Patiently waiting (not) I decided to call the next day to find out whether it had come in, they said yes and were sending the texts out to everyone now, with 6000 odd people on the list I didn't fancy my chances!
Somehow while trying to get them to haggle on the contract (cancellations dept) which they did in the end - gave me a great contract, god opened up the heavens and I got my text whilst on the phone, the lady sounded like she didn't believe but I gave her the code and she said congrats and that I could reserve a black one!!
The next day there is my shiny new Desire on my doorstep!!!
The End... lol
they seem to have it in stock on the t-mob website:
http://www.t-mobile.co.uk/shop/pay-monthly/htc-desire/mobile-tariffs/
wnp_79 said:
Man that sucks. I don't think its just t mobiles fault. Htc are having a mere getting hold of the AMOLED screens, as the manufacturers (samsung) are keeping them to themselves for their galaxy s phones. (and are probably enjoying having their main rival in the android handset market over a barrel.)
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Judging by reports, galaxy s is the best sold phone in South Korea ever since it was released, and it surpased Iphone in sale numbers around the world. Samsung is planning to sell 10 million pieces of this phone...
T-Mobile and their stores are getting regular deliveries but because there is such a backlog they go before they even reach the shelf!
I spent the whole day on the phone to T-mobile yesterday they were phoning around all the stores in the county as well as Carephone Warehouse (who none of their stores were answering)
There was stock at one of our local suppliers but T-Mobile refused to purchase from there.
I finally late yesterday managed to get hold of Carphone Warehouse local to me who told me they had sold 10 that day and there was 1 left so I told them to hide that phone and keep it for me and went down there after work and collected so I finally have my Desire
T-Mobile did lie though and said it would be free but I had to pay another £30 to get it :-( - Better than waiting for months though
By the way I don't like the Samsung's
Not a device for me
Good news. You'll love this phone. Give the battery a few charge cycles before expecting to see it's full performance tho. Its worrying at first!
Sent from my HTC Desire using XDA App
You should have switched to another network
Well wr8_utd, There is that option but using the points below you can see why I dont:
> o2 - Had very poor experiences and hate them - My company used them as well when I fist joined and nothing but problems
> Orange - Poor to no signal in my local area
> 3 - Heard lots of problems about them
> Small dealers like Tesco - Can't offer me what I want
> Virgin - My dads on it and he doesn't get a signal anywhere! No point in having a mobile
> Vodafone - Possibly a viable option - Who my company is currently with and apart from two months having a bill around £6,000 for one handset they have been good.
> T-Mobile - I have been a very loyal customer for I think it must be about 6 years now (back when they were 1-to-1?) That gives me negotiation points
> T-Mobile - I have brought many customers to them over the last few years through my account - again adding to my negotiation powers
> T-Mobile - Always offer me exactly what I want (even when they don't have a contract that offers exactly what I want) - For instance When I wanted the HD2 to get it free their cheapest contract was £40 per month. I told them I wanted that phone for free but only pay £30 per month + wanted unlimited internet but I was happy to juggle min and texts with them and they were happy to comply
> T-Mobile - One of the best Customer Support Centres I have ever experienced. apart from one or two prats over there who don't know what they are talking about they are normally very kind / generaly know what they are talking about / normally answer quite quickly (until recently but select that you are leaving them and they answer very quickly )
> For what I am on every other network seems to charge me more
> HTC Desire - Seems out of stock with every network...
Now you can see my logic behind sticking with them.
Hehe yeah I can see why now
Is it out of stock at stores as well now?
Oh and how is the 3 Network?
As I said above I haven't personally used the 3 network but I haven't heard a single good word about it, its all been bad so I am not tempted to go near them.
All the T-mobile stores have massive waiting lists, Online shops all over the place say out of stock. All my suppliers at work apart from one our out of stock (even the mobile specialists suppliers are out of it) So I imagine its the same all round. The trick is to keep trying every day I was lucky, Our local carephone warehouse received stock in the morning I was ringing them all day but they were under staffed and too busy to answer the call. Finally got through to them abour 2pm and they had one left which they hid away and reserved for me
Nothing wrong with 3 UK service is improved from their call centre and shops are fab .. good deals as well plus the bombed all other companies out of the water £349.99 for unlocked unbranded desire when they first came out
Give em a go oh and very few two year contracts most eighteen months
Sent from my HTC Desire using XDA App
Oh forgot to add they were poor at beginning when they first started hence poor reports but honest they are probably on of the best now (just get unbranded handset if you do their firmware updates are the only issue )
Sent from my HTC Desire using XDA App
2 other option is
1) Get them to buy a nexus one for you and flash it
2) Get a wildfire
I intend to get one of the 3 Desire deals and unlock it. Will I have any issues after I unlock it?
meteor
i had problems getting my desire too, it was meteor in ireland i vent to 3 shops and they said they don't have them in stock and the third shop guy said they dont have it and he offered legend instead but some miracle happened when i said no he went to check stock second time and he brought phone over, they are acting strange ..
i hate t-mobile i have been with them over 8 years and they still treat me like S**T i only stay with them as its cheapest option but there like virgin terrible Cusomer support but as long as you never have to deal with them its mostly good. i personally went and got a desire off ebay 280 new, and a £10 pay monthly sim which was cheapest option and didnt tie me into a long contract which i hate especially with a company i dont like lol. mind you all phone companies need a slap for using the word unlimited to mean limited how much more proof do you need the benter then a 50p note.
I've had a TP2 since June last year on a 24 month VF business contract. When I bought it I was told by the sales rep that if it went wrong during the contract they would replace it within 24 hours, and they still have this guarantee on their website today.
It went wrong in December, and, sure enough they swapped it for another within 24 hours. Now exactly the same fault has happened again. I rang VF and was told I had to send it back for repair and it would take up to a month. I mentioned the business account guarantee and was told that it is a very old phone and things move on. They don't have any so I cannot have one. But, they would let me buy another phone off them to tide me over until mine was fixed and they would credit my account with £25!
I did point out that they are still selling them with the same 24 hour replacement guarantee on their website, but have been effectively blanked me.
I've also tried going through their eforum with the same result.
Am I being unreasonable in expecting them to live up to their own advertising?
I think it is possibly a case of them breaking their side of the contract
Unfortunately, I think you are being a little unreasonable, in that you seem to be insisting they send to you something they don't have. The phone is a bit older, and isn't available to them anymore. You're asking them to live up to their advertising, but what exactly do you expect them to do? No amount of complaining is going to make a TP2 materialize out of thin air.
I also doubt it would be a breach of contract. Their legal experts have probably already included a contingency in their agreement fine print which absolves them from having to replace hardware within 24 hours when its not in stock anymore. Phones get obsoleted very quickly, they know that as well as anyone.
On the other hand, I will agree that their solution is not really acceptable, either. I doubt you would be able to buy a phone for 25 pounds (assume the price would be unsubsidized, since you are still on contract), so it sounds like they are asking you to spend money on something you don't really need. Maybe they can send you some type of refurb "loaner" phone to use while yours is repaired. Or there should be some other solution that gets a usable phone into your hands while your TP2 is being repaired, without it costing you money.
Personally, I always keep an old phone as a backup. Things break, it happens.
I dont think you are being unreasonable at all. They have the phones in stock in shops, they still advertise the deal (although not sure thats relevent).
Incidentally, what is the fault?
crazyC said:
I dont think you are being unreasonable at all. They have the phones in stock in shops
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If they have the phones in stock, and have access to them, then I agree they should send him one.
Although I don't know about the UK, but in the US, stores which have the carrier's name are often franchises, and not owned by the carrier at all. So just because they have a phone in stock at a store, does not mean they carrier has any access to them.
redpoint73 said:
If they have the phones in stock, and have access to them, then I agree they should send him one.
Although I don't know about the UK, but in the US, stores which have the carrier's name are often franchises, and not owned by the carrier at all. So just because they have a phone in stock at a store, does not mean they carrier has any access to them.
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Click here http://online.vodafone.co.uk/business/s/mobile-phones-devices/business and see :-
24 hour replacement service – for extra peace of mind lol
Then click here http://www.vodafonebusinessshop.co.uk/Details-Phone-HTC-Touch-Pro-2-3090.html
and you can click through to check out
Now they may not have a refurb to send me, but it seems pretty obvious that they have new ones being sold with the same non existent guarantee.
crazyC said:
I dont think you are being unreasonable at all. They have the phones in stock in shops, they still advertise the deal (although not sure thats relevent).
Incidentally, what is the fault?
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It is the same fault that I had in December. A small square of an oily substance appears in the middle of the screen and gradually (over a few weeks) expands to cover the screen, then the screen stops responding.
When I reported it at Christmas they said "Oh yes that one" as if they are used to it
The REALLY annoying part is that I was wavering on taking out a 2 year contract for precisely this reason, and was assured that if I had any problems with the phone within the 24 months they would swap it the next day.
I should have known better
I recently had warranty service on my Note 4 through AT&T. The process turned out to be considerably more difficult - and potentially financially risky - than I expected. There are a lot of things that I know now, that I wish I had known at the beginning of the process. Therefore, I'm writing this summary to help prepare other AT&T customers who need service for their Samsung (and probably other) products.
If you don't care about the back story, just scan for the bolded TAKEAWAY lines below, or skip to the SUMMARY section at the end.
THE ISSUE
I bought a new (not refurbished) Note 4 a few months ago. From the moment I got it home, away from the blazing fluorescent lights and full screen brightness in the AT&T store, I noticed the dreaded pink tinted screen issue. The effect was minor at first, but grew in intensity over the subsequent weeks. It was bad enough within just a couple of days that I couldn't see the right-most digit of my alarm clock app at all when I had the brightness turned way down for nighttime (this would be at the top of the screen, they way it sits horizontally on my stand).
Having had a similar, but more severe, screen issue that rendered my Galaxy S4 unusable, I was particularly sensitive to screen quality and resolved to get this fixed.
MY OPTIONS
I had two primary options for fixing the problem (probably in addition to purchase protection on my business credit card):
1. Samsung warranty: Covers manufacturer defects for one year
2. AT&T insurance policy (well, 3rd party policy that AT&T sells): Covers virtually any kind of defect, damage, or loss, after paying the deductible
I decided to pursue Option 1, for two reasons. Firstly, the problem was clearly (to me, at least) a manufacturing defect. Secondly, the insurance policy had a $200 deductible. So, I stopped by the AT&T store in my local mall to get the phone fixed under warranty. No problem, right? I mean, my parents have had like a half-dozen iPhones fixed or replaced at the Apple store in their mall just by walking in off the street...
AT&T'S PROCESS
I learned my first lesson in the threshold of the door to the AT&T store:
TAKEAWAY 1: AT&T RETAIL STORES DON'T PROVIDE WARRANTY SERVICE FOR THE DEVICES THEY SELL
Huh? Given the aforementioned problem with my S4, I was shrewd enough to ask about the warranty before buying the Note 4. The AT&T person told me that it had a 1-year, manufacturer warranty. This was entirely correct. My mistake was interpreting this to mean that I could go back to the store where I had just bought the phone a few weeks prior and have it fixed under warranty. That's not the case. Instead, the person at the store handed me a business card with the toll-free number for AT&T Wireless support.
I went back home and called the number on the card. The person who helped me was prompt and professional. She logged the details of my issue, and explained the next steps to me as follows:
AT&T sends a new phone body
I swap my battery, SIM card, S Pen, and back cover to the new phone
I repackage my old phone body in the same box and mail it back to AT&T, postage pre-paid
So far, so good. But...
An AT&T person receives and evaluates the old phone
If the problem is deemed to be a manufacturer defect, the process ends for me here, and AT&T ships the broken unit back to Samsung
If the problem is deemed to be caused by physical damage, AT&T ships the old phone back to me, charges me the full retail price of the replacement phone, and I keep both phones!
Say what?! I asked what would happen in the unlikely case that the phone left my hands undamaged, but was damaged during shipping. She confirmed that AT&T would send the broken phone back to me and that I'd be stuck with both the old and new phones - and would have to pay for the new phone.
Dumbfounded, I asked for a way to mitigate the risk of my getting stuck with two phones. She recommended that I go back to my local store and have an AT&T employee inspect the phone, and add notes to my account stating that the phone is not physically damaged. Then, if it arrived damaged at the warranty center, they'd know that it had to have been damaged in shipping. She said that she'd leave my case open in her computer system, and that the next person I spoke with could complete the process after I returned from the store.
That sounded reasonable (enough). So, I went back to the retail store, an AT&T person looked at the phone, concluded that it was not physically damaged, and annotated my account accordingly.
I returned home, called the toll-free number again, and picked up where I left off. The person I spoke with this time reiterated the process to me, and confirmed that if the old phone arrived damaged, AT&T would send it back to me and I'd be stuck with it, stuck with the new phone, and charged for the new phone. "Except in this case", I added, "because the notes in my account said that the phone isn't damaged, right?"
Wrong.
If the old phone arrives damaged, I own both phones. "Why did I just go to the [email protected]#$ing store then?" He said that I shouldn't have, and that the previous customer service rep shouldn't have told me to do so. He said that I might damage the phone after leaving the store, before I ship it back to them, and therefore that the notes in my account meant nothing. He's right, of course.
After a spirited discussion, he made another good point - the warranty is from Samsung, not AT&T. AT&T provides warranty service as a "courtesy" to its customers. For phones with defects, AT&T can send them back to Samsung and get reimbursed. For physical damage, though, Samsung won't accept the phone under warranty. Therefore, AT&T needs some way to guard against getting stuck with a broken phone. Before proceeding, let's pause for another takeaway:
TAKEAWAY 2: AT&T DOES NOT WARRANTY SAMSUNG PHONES, SAMSUNG WARRANTIES SAMSUNG PHONES
This makes perfect sense, and I definitely see the problem from AT&T's point of view. Still, the original unresolved issue persists. So, I asked the guy what I could do to protect myself against the possibility of the old phone getting damaged in shipping. He offered that perhaps the manager at my local AT&T retail store could pack and ship the old phone for me. I agreed to that, and asked what would happen if it arrived broken due to shipping damage. He said I'd get stuck with both phones, same as before.
Flabbergasted, I stated that I was willing to assume the risk of damage during shipping, and changed topics.
Next I asked what would happen if the phone arrived at the AT&T service center intact, but that the person assessing the problem concluded that the pink screen problem was due to damage, rather than a manufacturing defect. He said I'd get stuck with both phones, same as before.
I asked how to determine, definitively, whether the issue was manufacturing-related or damage-related, prior to sending the phone back to the AT&T service center and starting the inexorable process that may lead to me getting stuck with two phones. After all, the person in the retail store who annotated my account said that it was a manufacturing defect? He said that AT&T retail employees are not qualified to distinguish between manufacturer defects and physical damage. Another takeaway:
TAKEAWAY 3: AT&T RETAIL STORE EMPLOYEES ARE NOT QUALIFIED/TRAINED/AUTHORIZED TO ASSESS WARRANTY-RELATED ISSUES
(Makes all you AT&T store employees out there feel valued by your employer, eh?)
Fortunately, the guy on the phone was trained to make these types of assessments. Based on our call so far - and never having seen my phone in person - he says that the pink screen was most likely due to physical damage. With steam coming out of my ears, I told him that I wasn't even going to debate whether the issue with the handset was a defect or damage, but rather would stick to trying to understand the Kafkaesque service process.
Specifically, I said that the previous phone rep who I spoke to said that she thought the issue was due to a defect. So, regardless of who is right and who is wrong, the dilemma is that two different AT&T people made two different assessments about the root cause of my phone's problem. In one case, I could get it fixed for free. In another case, I end up spending over $1,500 for two phones, one of which is broken.
Naturally, I asked what my recourse was if the AT&T warranty center person determined that the issue was due to physical damage, but that I still thought it was a defect. He said I'd get stuck with both phones, same as before. I asked if there was an appeals process. No, there isn't. Next takeaway:
TAKEAWAY 4: IF AT&T SENDS YOU A NEW PHONE UNDER WARRANTY AND YOU SEND THE OLD ONE BACK TO THEM, THE PROCESS WILL RESULT IN ONE OF TWO OUTCOMES, AT AT&T'S SOLE DISCRETION:
A) AT&T DETERMINES THE ISSUE TO BE A DEFECT, AND YOU KEEP THE REPLACEMENT PHONE FOR FREE
B) AT&T DETERMINES THE ISSUE IS DUE TO DAMAGE, THEY SEND YOU YOUR OLD PHONE BACK, CHARGE YOU FOR THE NEW PHONE, AND YOU KEEP BOTH.
Period. End of story. No appeal. No recourse. Just roll the dice and pray that the AT&T warranty person who you've never met and never get to talk to ends up looking at the phone and coming to the same conclusion as you.
Unconvinced that a company as big and mature as AT&T didn't have some reasonable solution, I inquired, yet again, about options. There were two remaining:
1. Send the phone to Samsung for warranty service by mail
2. Take the phone to an AT&T Device Support Center for in-person service
The first option would leave me without a phone for a week or two. But, Samsung wouldn't stick me with an extra phone the way AT&T would.
TAKEAWAY 5: YOU CAN SEND YOUR PHONE DIRECTLY TO SAMSUNG FOR WARRANTY SERVICE, WITHOUT INVOLVING AT&T IN THE PROCESS
I don't know how easy or hard it is do work with Samsung, or what their process is if you think there's a defect and they think there's damage, etc... I'll leave that for someone else to explain.
But, this second option sounds good - an AT&T Device Service Center. As it turns out, this is what I was looking for all along! It's a real building, with real AT&T employees, who are qualified to assess warranty issues, and able to repair/replace defective phones. Perfect! The closest one to me is 225 miles away (which took the phone rep 10 minutes to find, because their system is only set up to offer this option if the Center is within 50 miles), but I GLADLY drove down there to get my phone fixed. The person there looked at my phone, immediately judged the issue to be a defect that was covered by warranty, and in 2 minutes had me set up on another Note 4 with a spectacular screen. So:
TAKEAWAY 6: YOU CAN TAKE YOUR PHONE TO AN AT&T DEVICE SERVICE CENTER FOR IN-PERSON WARRANTY SERVICE
TAKEAWAY 7: THERE ARE VERY FEW AT&T DEVICE SERVICE CENTERS, SO YOU MAY NEED TO TRAVEL A LONG DISTANCE TO GET TO ONE
SUMMARY
To summarize the preceding dissertation, AT&T customers with Samsung (and possibly other) phones who need warranty service should know:
The phone's warranty is from Samsung, not AT&T
AT&T provides in-person warranty service, on behalf of Samsung, through Device Service Centers only, not through retail stores
AT&T Device Service Centers are few and far between, so be prepared to travel
Warranty service by mail through AT&T is not a viable option, because you can get stuck paying for two phones, at AT&T's sole discretion, and have no recourse
Oh, and two more:
The pink screen issue is for real - and really obvious when it happens; folks who are adamant that it's imaginary, that we're looking at our screens crookedly, or that we're otherwise obsessing over something minor are just lucky enough to have units with good screens
A good Note 4 screen is AMAZINGLY good - if you have the pink screen issue, go through the hassle to get it replaced; you won't regret it
Some AT&T stores do provide warranty right on sight, for instance I work at one that doesn't have warranty on site but two hours away there is another AT&T that handles all warranty in store. And a one year manufactures warranty is just that, the manufacturer is responsible for the warranty, so you can go through samsung or you can go through att except for Apple products, anything past the 4s is handled by Apple exclusively. With that being said as long as you don't send a device with signs of phisical or water damage you won't be charged for warranty by either company. The nice thing if you're close to a service center is you can get a new phone same day, regardless of which way you go, att or sammy, if you mail it out expect to wait for a phone. Just remember, manufacturer does not mean att, verizon, sprint and t mobile are responsible for the issue, they will do an exchange by mail as a courtesy, not because they promise the device will work with no hardware faults. The only phones att takes responsibility for are the unbranded att phones we sell l, but again that's not in store, unless it's a service center, otherwise there is too much overhead to hold that much inventory reserved for warranty issues.
Here is a link where you can find device service centers for AT&T, its near lower down on the page and will list places by state http://www.att.com/esupport/article.jsp?sid=KB91429
It will download a pdf with the locations
thanitos said:
Some AT&T stores do provide warranty right on sight, for instance I work at one that doesn't have warranty on site but two hours away there is another AT&T that handles all warranty in store.
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QUESTION: Is this second store considered a "Device Service Center", or is it just a regular, retail AT&T storefront?
According to 1) the guy at my retail store 2) the first customer service phone rep and 3) the second customer service phone rep, only the Device Service Centers are able to do warranty service. Perhaps some are co-located with retail stores, but they were pretty clear to me that retail stores, per se, couldn't service warranty issues.
thanitos said:
Just remember, manufacturer does not mean att, verizon, sprint and t mobile are responsible for the issue, they will do an exchange by mail as a courtesy, not because they promise the device will work with no hardware faults.
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Understood. But, when I buy a drill from Home Depot, they don't send me to Hitachi for service when it breaks. They don't make me drive three states away to an authorized Home Depot service center to have it fixed. I go to the store where I bought it, with my receipt, and they fix or replace it. Same with my tablet from Best Buy, auto recall at the car dealer, rotten fruit from the grocery store, everything I buy from Amazon, even stuff from eBay where I haven't reached an amicable settlement with the seller. They all honor the manufacturers' warranties in-house, or provide equivalent service for the products they sell in the infrequent cases that they prove to be defective.
My concern with AT&T is that they don't have my back - especially as a small business owner. I buy a new phone - the most expensive phone that they had in the store, mind you - and as soon as they swipe my card, that store is out of the picture. Subsequently, I have to follow this Rube Goldberg process to fix the problem if something goes wrong 5 minutes later.
I re-read the insurance policy during this whole process, as well, and I have the same concerns there. I haven't been through the insurance claim process, so I can't say first-hand whether it's easy or hard. But, the language definitely doesn't give me the impression that I can just walk into the store where I bought the phone, pay my deductible, and walk out with a new one. Maybe I'm wrong; if you know how the insurance claim process works, I'd be interested in hearing about your first-hand experiences as an AT&T employee.
To conclude, don't take my preceding comments the wrong way. I'm not some hater; on the contrary, I've been an outspoken advocate of AT&T because they've treated me so well. I've had generally excellent experiences with AT&T over the years and, consequently, I've recommended AT&T to many, many friends, family, and colleagues. Based on this experience, though, I'm looking at switching carriers - certainly when my current AT&T NEXT term is up, and possibly before (U.S. Cellular has a deal right now where they'll pay off my existing contract. I had them previously and loved them as a carrier). Having a cool new phone and lots of LTE coverage is great, but what's most important to me is the security of knowing that when something goes wrong, it'll get fixed promptly. That wasn't the case this time, and I don't have confidence that AT&T will be there for me the next time.
Anyway, thanks for taking the time to provide some feedback. Have a good day.
If you need to file a claim for insurance, it is done online or over the phone. You do not do in person at an att store.
I've done lots of warranty exchanges by mail with att over the last 13 years and I've never had an issue.
Honestly, I have AT&T and have had my a Note 4 replaced 2 times already. One due to charging just stopping at 35% and the other was a combo of the pink tinted screen and dead pixel in the top left. I went directly through Samsung. Their support is amazing. I went out and picked up a cheap ass Go Phone and activated that while Samsung had my devices. They even offer over night shipping if you want to pay for it. AT&T is just a horrible provider and I've only stuck with them since they were Cingular because they ALWAYS got the top brand phones. Now it seems T-Mobile and Sprint are getting the top brand phones more and more now so after this contract its time to say goodbye.
TL;DL
Always use Samsung warranty over AT&T warranty. More professional and less phonecalls/headaches.
DamageSource said:
I went directly through Samsung. Their support is amazing...Always use Samsung warranty over AT&T warranty. More professional and less phonecalls/headaches.
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I'm glad to hear that Samsung is this good about supporting their hardware. They're definitely not interested in hearing what customers have to say about their software (I have a thread on that topic somewhere around here). If this new Note 4 needs warranty service, I'll definitely call Samsung, in addition to AT&T, to see who has the better support option at that point in time. Honestly, I didn't even really consider calling Samsung for support this time around, because the phone was so new and I just assumed that AT&T would support the products that they sold in their stores.
From looking at the Samsung support site, they only have seven service centers in the whole U.S. I thought AT&T Device Support Centers were sparse, but I'd have to get on a plane to get to a Samsung one. All else being equal, I'd prefer to have in-person service for my devices. Especially for something like the pink screen issue - which drove me crazy, but that my wife could care less about - I think it's important to be able to demonstrate the problem to the service person face-to-face and explain how/why it impacts me. To that end:
QUESTION: Has anyone bought a phone from somewhere like Best Buy, Radio Shack, Costco, etc. and been able to get in-store warranty service/replacement?
I'm asking about service per the manufacturer warranty, not the type of paid extended warranty that Best Buy typically offers on their electronics (though the latter might be an alternative to the AT&T insurance). I'd actually stopped by the local BB to shop for the Note 4, but they said that they couldn't add it to my AT&T business account (despite my having called BB customer service first and confirming that my local store did service AT&T business accounts. Sigh...). Back to the point, I'd be interested in buying from a real store, with real product in-stock, who is willing to provide warranty service right from the retail location.
Anyway, I'm going to be upgrading another phone on this account soon, and I'm open to recommendations about where to buy the hardware (even if it means switching carriers). It probably won't be another Samsung, given the quality control issues I've had with both of my Galaxy products. But it might be. I'm open to alternatives. Thanks for your feedback.
mcmannion said:
QUESTION: Has anyone bought a phone from somewhere like Best Buy, Radio Shack, Costco, etc. and been able to get in-store warranty service/replacement?
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My brother only buys from Best Buy and he says that they replace the unit in store right there if it's in stock and if not you can go to an alternative location and pick it up if it's close by for you.
it is done online or over the phone. You do not do in person at an att store.
I can tell you from experience that Costco does replace phones. It is a 3rd party company that runs the phone kiosks in Costco warehouses and Costco themselves paid for a phone exchange for me because when I exchanged my S3 it was not on sale at the price it was on a Black Friday when I purchased it.
I have had AT&T phones for over 10 years & have exchanged defective units by phone/mail through AT&T too & never had a problem. AT&T normally sends a refurb rather than a new unit but as long as it works I'm satisfied.