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Stopped by the Sprint store today to have them look at my battery. It has been acting funny lately. Wouldn't charge then would charge then suddenly would go dead, etc. Have some secondary batteries that work fine but the stock one was a mess.
Anyway, brought it by the store and they tested it and it was ok. They then mentioned that my usb port was kind of loose and ordered me a brand new phone, just like that - no charge.
I was under the impression that there was a $100 deductible, but apparently that is only if you lose or break the phone. If there is a defect like a bad usb port (not my fault), you get a freebie. Cool.
There is no point to this other than it's a nice story about customer service actually serving the customer. Maybe if your phone has been acting up and you have been hesitant to have them look at it because of the deductible you should
** Here's to hoping I get a brand new phone and not some beaten up refurb.
Let me know if its a refurb or a fresh spanking new phone! I need a new one cause my usb port is very loose and wont charge unless bent a certain way. I want to get it turn in but not for $50
I got a phone from Asurion and it was a refurb. They almost always send out refurbs. The refurb I got had, well, I don't know of any other way to describe it but as a dent in the screen kinda like someone took a safety pin and pushed it into the screen. I called asurion about this and told them I don't mind getting a refurb, but my original phone was in better condition than this and I would expect the refurb to have gotten a new screen. He said I'm sorry for the inconvenience and went through his little testing and questions formality and sent me a brand new one. Anyway, the insurance will never be worth it until you actually needed it. I didn't mind paying the deductible actually, especially after they sent me the brand new one for free because the refurb was f'd up.
I hate to say it, but you didnt get lucky or anything. Your usb port was bad, which is a hardware defect, and is covered under the 1 year warranty from the phone. Insurance ONLY is for if you lose, drop, water damage, or get your phone stolen.
And it will be a refurb.
My store swapped out my battery for a brand new one when it was having issues holding a charge. I have found that the service you receive depends greatly upon the staff of the store you visit.
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Assuming you have the total equipment protection (the one that is 7 dolllars) it covers what is called ERP - equipment replacement program, for if you loose the phone or is damaged beyond repair. And then there is ESRP - equipment service and repair, which covers software/hardware defects at no cost. Even if the phone is outside of the one year manufacture warrenty. As long as you have TEP. hope that clears it up
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Yeah i claimed insurance on mine cause i lost it and they sent a older hardware version. Im having the screen seperation issue with it.Think i should call and tell them?...will they send me a different phone?
The sprint store I go to will fix most things on the spot for free if you have insurance. They couldn't fix my usb so they gave me a new phone(so i thought). It turned out to be a refurb and the screen went out three different times in about 4 months. The last time they fixed my phone they didn't put my phone back together properly and now the battery doesn't sit completely flush. Sprint pisses me off sometimes.
Well in regards to the issues with the replacement device gone wrong, they tell you up front its a referb. But that doesn't excuse it from not working. If you are still having issues call into customer care and ask for tech, and then once in tech ask for multiple device replacement group. They will assist you
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I just got a new phone from Asurion not a refurb so it does happen. My experience is that usually if the store orders it at no cost its a refurb and when you go through Asurion and pay the 100 dollars I've gotten new phones, back from my old mogul days.... sometimes if they dont have any available theyll send you the newer model which is how I got my first touch pro
Honestly, with the asurion phones it is generally a refurbished if you only receive the phone and not a phone in a box. Very frequently though, they have been sending out new evos in box. Also, if you do not have TEP, ask the tech about paying 35 dollars to order a new phone. They will still have to open it up and inspect it. However if the phone is liquid or physically damaged, lost or stolen, the store will be able to do nothing. Then you've got to go through customer care and generally they'll order you a new phone or add TEP for you. Hope this information is helpful. Not all of us Sprint techs are against the customer.
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It's considered a warranty replacement rather than an insurance claim, administered by Sprint on behalf of HTC, but a lot of the reps are dumb/shady/refuse to acknowledge its existence.
Technically (and correctly) you don't need TEP/insurance/repair or anything on your plan to get it, but again, depends on the rep.
lol i remember i bought the samsung moment back in august after i got out of basic/ait, and had loads of problems with it, had to get it reset 3 different times, finally when i was home on leave in october, it completely crapped out on me. So i took it to the sprint store, after some smooth talking and careful word choice, ended up just paying the extra $100 and getting a brand new Evo. :]
My USB port broke off the motherboard and I brought it in. They opened it up and showed me that the moisture indicator showed water damage. My phone has never been remotely close to any water, I'm sure it was probably from being in the bathroom when I was taking a shower or something which is ridiculous. I saw a few people mention having USB issues and getting free replacements. I'm sure the moisture indicator was the reason I had to file an insurance claim. I received a brand new phone yesterday, 0004, in a retail box with all the accessories which, for the $100, I'm perfectly happy with. This is my 3rd EVO, paid $190 for my first on launch day, had a $10 Radio Shack coupon, that was replaced right at my 30days due to screen separation, And now $100 for another brand new one. I'm ok with paying $290 for 3 new phones and my 3D pre-order is in so hopefully I can sell my almost new 4G and get most of that $290 back after picking up my new EVO 3D.
Two weeks ago I took my phone in because it was "smashed" had to go through assurion because it was obvioulsy my fault. It was almost worth the $100 when I got back a new in box 004 with an Epson panel. Gingerbread with auto brightness ftw.
solver404 said:
Two weeks ago I took my phone in because it was "smashed" had to go through assurion because it was obvioulsy my fault. It was almost worth the $100 when I got back a new in box 004 with an Epson panel. Gingerbread with auto brightness ftw.
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You sure about gingerbread? I got mine yesterday, Brand new, 0004 w/ Epson screen, 2.2 Froyo installed.
ausch30 said:
You sure about gingerbread? I got mine yesterday, Brand new, 0004 w/ Epson screen, 2.2 Froyo installed.
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He's saying that he can now run GB roms without having to deal with the screen brightness bug since he now has an Epson screen...
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ausch30 said:
You sure about gingerbread? I got mine yesterday, Brand new, 0004 w/ Epson screen, 2.2 Froyo installed.
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Edit: what he said. Lol
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stanglifemike said:
He's saying that he can now run GB roms without having to deal with the screen brightness bug since he now has an Epson screen...
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The way he wrote it sounded like he thought Gingerbread was pre-installed.
solver404 said:
Edit: what he said. Lol
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Actually I forgot about the brightness bug in the leak. Tomorrow should bring the start of a whole new crop of fully functional Gingerbread roms, can't wait. Might have to switch from CM7.
I got the black tie insurance from best buy, i found its way better then sprint
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Has anyone ever had any problems trying to get their phone fixed at a Sprint repair store? I had trouble with one employ, he wouldnt replace my evo for the white heat spots on my screen. I believe this is a manufacture defect so don't they have to replace it? And he was a **** to me assuming of my age and was asking if I rooted my evo. I ha e the newest ota update why would he ask, just because my phone can landscape and I had launcher pro, shows how much he knows about Android. Anyways I finally called customer care and they didn't hesitate to replace my phone. I go in today to have this same employ haras me with his questions of why I wanted it replaced??? I was upset and told him I didn't want a ****ed up screen... And the place got quiet, I get my replacement Thursday and also complaining about this store rep. He was the worst.
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I'd simply replace the screen if I had the particular one your phone needed. Less hassle, happier customer, more money in my pocket for a repair vs an exchange.
Some men just want to watch the world burn.
Yeah I was about to do it my self, but I figured just take it to Sprint, Haha let's see when he burns in hell
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I have this white heat spot on my phone, I never knew it was a defect. Can I get it replaced if I don't have the insurance?
same thing here, just my phone has been power cycling randomly. they at the store claimed its a lose usb port and FLAGGED my phone damaged beyond repair as if i broke it. now heres the kicker.....my phone has never had issues connecting to my laptop nor charging. yet its the reason its boot looping... they told me to claim it on insurance which means $100 out of pocket. HA! i called sprint and complained but they couldnt remove the flag so i can take it to another store....i had them credit my account 100 and had to file the claim..smh 3 days of complaining
fldash said:
I have this white heat spot on my phone, I never knew it was a defect. Can I get it replaced if I don't have the insurance?
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It's not a known issue, so you'd have to pay $35 to get it replaced.
Damn reps act like they are the ****. Makes me mad because I paid all this money for my evo and I get back referb with Damn heat spots, the lady that helped me through customer service was nice and she said well ill send you an eticket to get it replaced, I say its manufacture defect because its not our fault the phone here white spots, so they should have to Atleast repair or replace, I didn't take no for an answer from this guy. He even said he was going to flag me for this so I can't get another replacement for the same issue. I will probably be back if I find a defect in my new replacement. I bet if that rep broke his phone he wouldn't hesitate to replace it himself, so why the hell do they act so ignorant?
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Ya..I had mine replaced 6 months ago for same said reason. Last month my 3G borked and they replaced it with a refurb that booted up with the same issue..ordered another one..yep..exactly the same and the rep finally gave me a NIB 004 just two weeks ago. Two repairs in a year saved me $14 instead of paying the insurance every month.
Those spots actually grow over time, so if your under the 1 year I would recommend paying the 35+tax and make sure the replacement is not the same way. Best time to find it is on initial bootup, so watch them activate it. Better yet, ask them if you can, will also prevent an upgrade they may do.
Yeah I almost hit one for getting in my face
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That's that's what I was waiting for, I will keep this in mind if the next refurb is a fail. $35 to get me a new phone? I thought it was $50 I read mix number all over these forums, next time ill be paying that $35 instead of dealing with an ass hole of a rep lol, yeah my spots actually got worst while playing with my phone. Thanks
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Yeah I feel you, he kept harassing me with his questions, I'm 19 yeah I know he might be thinking I'm just trying to screw them over, but still he didn't have to act that way, we be customers probably longer then he was even employed there, I hope I don't get someone like that again, most likely he will be there with my replacement.
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dpilcher said:
Ya..I had mine replaced 6 months ago for same said reason. Last month my 3G borked and they replaced it with a refurb that booted up with the same issue..ordered another one..yep..exactly the same and the rep finally gave me a NIB 004 just two weeks ago. Two repairs in a year saved me $14 instead of paying the insurance every month.
Those spots actually grow over time, so if your under the 1 year I would recommend paying the 35+tax and make sure the replacement is not the same way. Best time to find it is on initial bootup, so watch them activate it. Better yet, ask them if you can, will also prevent an upgrade they may do.
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So the 0004 hardware does not suffer from the heat spot issue?
dsf3g said:
So the 0004 hardware does not suffer from the heat spot issue?
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I really can't say for sure, all my phones and the replacements that were ordered were all 003 versions. This is my first 004 (Edit: Second, my son's I picked up at Best Buy when it dropped to $50 is also an 004)and this one did not have the issue and is running just fine all around. I do however wish I had received the Nova screen instead of the Epson. I had heard it was not as bright, and that for sure is the case. Indoors it really looks great, but step outside....better look for some shade to see the screen. I can deal with that, just glad they finally took ownership of the manufacturer's issues and were never rude at any point.
Still, I'm in awe at how that many refurbs (for me anyway) in a row had the exact same issue and that it passed to go back into the replacement pool.
Those people are called Super Reps.
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I'm a tech at a store also and the $35 represents getting a replacement phone without insurance compared to free if you do have insurance. If you take it to a service and repair store they should be able to replace the LCD for you in store, depending on which LCD you have.
so i just received my referb replacement and it was fine, i did get hardware 003, i was expecting 004. Well i get home to login into google account, and BAM!! bootloop all the way back to sprint repair store, the rep who helped me saw it and was shocked, so they hard rest and it kept doing it. Finally i just called the insurance to just get a new phone, well they said for $100 I could either get another referb or maybe a new one, they claim not to have control over that. i said to hell with all this, i called customer care and they are sending me another evo to my home. Damn just randomly reboots so annoying, why cant sprint just give me a new phone to get rid of me already haha. oh and i get a new otter box because my kick stand broke, sad day sad day!!
Im with verizon for only a month so i dont quite know how their warranty department works etc, I knew every single thing about ATT and knew my way around. So the point is i brought a nexus of off craigslist and i meet up with the guy at a well lit coffee shop i got the nexus all happy went back to the car to realized the phone has the (grays are purple) issue. So now im looking into getting one without the issue from verizon, how does their warranty policy work? Do their phone come with 1 year warranty? will their give me crap if i say i got it from a friend and dont have a receipt?
Call. If you are paying for insurance on your line they may be willing to work something out. But you have to call.
They have been really nice to me... a first from Verizon. When I had a Droid X, I sent it back four times because of a KNOWN issue that they refused to acknowledge... that stupid red eyeball then locking up and not letting me restart without a battery pull.
Curse you Droid line!!!!! CURSE THAT STUPID EYEBALL!!!!
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Not likely to exchange
If you didn't buy it from them == then I'm betting they will not do anything other than tell you to send it to Samsung for warranty. They in turn may very well require proof of purchase -- to service it -- to ensure that it was not stolen.
You may be SOL.
DIECAST61 said:
If you didn't buy it from them == then I'm betting they will not do anything other than tell you to send it to Samsung for warranty. They in turn may very well require proof of purchase -- to service it -- to ensure that it was not stolen.
You may be SOL.
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Or they may charge you to service it as well...including just to "look" at it.
Call and ask see what they can do.
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I bought a Droid X about this time last year off of Craigslist and after I got home and played with the phone I noticed the screen had a few bright spots on it and the screen flickered a bit. I had literally activated it a day earlier and went on their website and talked to one of those Chat associates and told them what the phone was doing. I had literally no idea when the phone was previously purchased or if the warranty was still valid, but even then they said it was under warranty (I also have the insurance for the phone, even though they never asked about that.) They overnighted me a refurbished phone pretty much no questions asked other than to tell them what color the water damage stickers were during our conversation. I had upgraded to an Incredible about 6 months earlier and then switched to the X and they asked zero questions how I came to have the X or what happened to my Incredible. I basically got a refurbished Droid X off Craigslist for $200. Not bad in my book!
I'd say just call them up on the phone or go on to VZW.com and surf around until the chat bubble pops up, that's what I've done a few times and it's always paid off (mostly because I don't like talking to customer service people on the phone for some reason haha.)
The Best Buy employee who sold me the Sprint S3 managed to convince me to drop Asurian, and go with BB coverage. He said it covers EVERYTHING the Asurian plan did, aside from being lost or stolen. I ran through a dozen scenarios, including what would happen if I dropped it puddle literally five minutes after leaving the store. I told him I was worried that since it was such a new phone, Best Buy would not be able to swap it out very quickly.
I was reassured by the salesman, two colleagues, and even the manager on duty, that if there was no stock, I'd simply get a brand-new replacement phone, instantly. In any scenario that required sending off the phone, (maximum of 2-3 days,) I'd have a similar/identical phone as a loaner.
ha-ha.
None of that is remotely true. 8 days after buying my Sprint S3, a friend spilled some water on my phone. When I took it in, they said it would take 30+ days to have it sent off for 'repair.' Since the phone was so new, I was SOL. (The exact scenario I laid out for the salesman, manager, and colleages.) To make things worse, they said that they only cover SOME water damage. If their "non-biased" repairman decides it experienced too much water damage, they simply deny the claim and send your useless phone back. Gee, I bet that Best Buy repair technician is really fighting for me, huh? :/
Now it has been two weeks, and I am still borrowing an old, water-damaged phone from a friend that only manages to squeak out 2-3 hours of stand-by per charge. I have called numerous times, and visited several stores, and I get the same thing. "I'm sorry that the salesman told you those things, but this is in fact our policy--if you read the fine print." YES, I have had a half-dozen people tell me about the fine print, of which I never saw any legal documentation before signing up. I suppose that is partially my fault, but they did not give me that opportunity. I feel that I should have recorded them.
One of my co-workers used to work for Geek Squad and says I just have to wait for them to deny my claim, which can take 30+ days, then I can go in and RAISE HELL, and eventually I will probably get some sort of replacement.
TLDR People DO NOT SIGN UP FOR BEST BUY INSURANCE!!! If I was still using Asurian, I would have had a BRAND-NEW phone at my house the following morning. No questions asked, done deal. Yes, there is a $199 deductible, but with the BB insurance, there's basically a $758 deductible, plus a 30-day waiting period.
Very annoyed at BB right now. I feel 100% conned, and l definitely wish I stuck to the Asurian coverage, which is what my gut feeling told me to do. Learn from my mistake and avoid BB coverage.
Thanks for that info... it makes me feel good about my decision to say no several times to the sales person who tried hard to sell me on it.
I have to say Sprint has done me no wrong in the insurance world. On average I go through two of each of my phones. Sprint replaces them with pretty much no questions asked, although the repair center knows who I am. They know that I hack phones, or whatever you want to call it, and they are cool with it.
My buddy dropped his evo 3d in water today and we went into bestbuy. They dont carry the evo 3d anymore so it was a pain in the ass from the start. They look up the repair info and say oh it could take 10 to 30 days to get your phone back. Then they offered him a loaner which has a $50 deductible. I stepped in and basically said thats bull****. You claim your insurance is better then sprints? If this was sprint hed only b a day without a phone. I understand hed have to pay a deductible but he needs his phone. I then said if this was sprint hed probally be getting a god damn s2 as a replacement. He acted as if he didnt care so as im sitting there i see this couple both buying a one x and i hear the rep ask if they want the insurance and they both talk it over so i walked over and said excuse me i hate to be nosie but i just want give you a heads up that what hes not telling you is you pay more a month then your cell provider probally charges but then when you have an accident like my friend hear just had and drop your phone in water when you come in they dont exchange in store like they make you believe they offer you a loaner which your insurance dose not cover and is $50 and ship your phone off to a service center with about a 3 week timeframe til when youll get it back. I then went back over to the geek squad ******* and said out of curiosity how much money did this store just lose because of me lol he thrn told my buddy to come fill out his insurance form and told me to wait somewhere else lol
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Different story for me,
I cracked my Evo 3D screen. I brought it and they took it no questions asked. They told me the new one would be ready in 3 days. It was, and the phone they gave me was basically new. (Used, but in a new housing).
This thread is making me nervous about keeping my bb insurance.
I was also thinking about dropping my sprint insurance, but a story like this makes me think twice! I have never had a problem with sprint and getting my phone fixed. I have had my screen crack and they would send me another phone with no deductible. Maybe it has changed, but I'm thinking just staying with sprint.
Sent from my White Gs3 using tapatalk 2
wow thanks for the heads up! i almost went with it too
Glad I read this
I have had some complaints with Sprint/Assurion over the last decade but once the dust cleared, they always came through. I was thinking of BB insurance but I am glad you cleared it up for me.
Maybe I will go in there and f* with them. Get them to pitch me their sales line, record it and write it down. Then I will present ti to them for a signature and if they say they never said that, I will play the recording.
I ALWAYS record my service calls to Sprint. Once I had a "senior" tech feed me some BS about the cause of my ongoing phone issues. (it was an issue that was the same on three identical phones yet they told me it was a "phone" issue) Finally I transcribed one of the conversations and sent it to corporate. I was sent a brand new White box EVO (with no request to return mine). I was then called by an "Elevated Issue" specialist from Kansas who resolved that my profile was corrupt on the Sprint server.
Problem solved and an extra unlocked EVO that I gave to my wife.
I'm a best buy mobile sales rep, whoever handled your case messed up. I've had two people come in with broken s3 and with both of them I pulled a brand new one off the shelf and gave it to them. I have the S3 my self so i made sure that would be the case.
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I would like to point out that we don't normal pull phones off the shelf right away, most of the time we send out out and a replacement comes in 2 to 4 days. It's only cause it's so new that we give out new in box phones
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All insurance is a scam....lol. tc
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I bought a phone through Best Buy along with a protection plan/ESP plan. Never had to redeem the Plan with them, but after hearing stories from multiple former employees from Geek Squad and normal salesmen and women, I will never buy anything from Best Buy again, knowing how badly I am getting ripped off. Ive had good experiences with BBuy before, but lets just say Im not a fan by any means ^_^ I did, however buy the protection through Sprint. Being such an expensive device, i jumped on it when the Sprint rep offered it
Liquid_Cool said:
All insurance is a scam....lol. tc
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Click to collapse
Not exactly....but on average all insurance is a losing proposition for the buyer. It has to be for the insurance company to make money. The rule that smart money people go by is to never buy more insurance than you need. If you can afford to absorb the loss, don't insure it. Over time you will pay more for the insurance than you will have paid for the loss.
Could also be hit or miss with replacements and such. Best Buy is in the mist of financial troubles also high up people stepping down.
http://finance.yahoo.com/news/best-buy-chairman-steps-down-134928590.html
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I've had nothing but good experiences with best buy insurance. I'm thinking the rep messed up.
BKinney said:
I would like to point out that we don't normal pull phones off the shelf right away, most of the time we send out out and a replacement comes in 2 to 4 days. It's only cause it's so new that we give out new in box phones
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Click to collapse
Are you saying that best buy doesnt have Sprint GS3 refurbs to give out yet? I cracked my screen two weeks ago but haven't taken it in yet because i didn't want a refurb since i've only had the phone a few weeks..
I just took my AT&T GS3 in to BB last week with a cracked screen. I was told it would be sent out for a 2-3 day "rapid exchange". I was also told that the fact that the device was rooted and running a non-official JB ROM would not be an issue with BB or GS.
I returned the next day with my GS1 to have the service switched over and to send the GS3 back. When the GS guy was processing the return he said it was odd. I asked him what. He said that instead of the exchange, my phone was being sent to Samsung for repair and it would take 10+ days...
Are you saying that they could just give me a new one off the shelf instead of making me wait? Also, do you think the rooted and non Samsung software will cause an issue with the Samsung repair center?
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I would think that rooting your device is going to be a problem with Samsung. I've never heard of geek squad refusing to cover a rooted phone but that is up to the manager.
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ScrapMaker said:
The Best Buy employee who sold me the Sprint S3 managed to convince me to drop Asurian, and go with BB coverage. He said it covers EVERYTHING the Asurian plan did, aside from being lost or stolen. I ran through a dozen scenarios, including what would happen if I dropped it puddle literally five minutes after leaving the store. I told him I was worried that since it was such a new phone, Best Buy would not be able to swap it out very quickly.
I was reassured by the salesman, two colleagues, and even the manager on duty, that if there was no stock, I'd simply get a brand-new replacement phone, instantly. In any scenario that required sending off the phone, (maximum of 2-3 days,) I'd have a similar/identical phone as a loaner.
ha-ha.
None of that is remotely true. 8 days after buying my Sprint S3, a friend spilled some water on my phone. When I took it in, they said it would take 30+ days to have it sent off for 'repair.' Since the phone was so new, I was SOL. (The exact scenario I laid out for the salesman, manager, and colleages.) To make things worse, they said that they only cover SOME water damage. If their "non-biased" repairman decides it experienced too much water damage, they simply deny the claim and send your useless phone back. Gee, I bet that Best Buy repair technician is really fighting for me, huh? :/
Now it has been two weeks, and I am still borrowing an old, water-damaged phone from a friend that only manages to squeak out 2-3 hours of stand-by per charge. I have called numerous times, and visited several stores, and I get the same thing. "I'm sorry that the salesman told you those things, but this is in fact our policy--if you read the fine print." YES, I have had a half-dozen people tell me about the fine print, of which I never saw any legal documentation before signing up. I suppose that is partially my fault, but they did not give me that opportunity. I feel that I should have recorded them.
One of my co-workers used to work for Geek Squad and says I just have to wait for them to deny my claim, which can take 30+ days, then I can go in and RAISE HELL, and eventually I will probably get some sort of replacement.
TLDR People DO NOT SIGN UP FOR BEST BUY INSURANCE!!! If I was still using Asurian, I would have had a BRAND-NEW phone at my house the following morning. No questions asked, done deal. Yes, there is a $199 deductible, but with the BB insurance, there's basically a $758 deductible, plus a 30-day waiting period.
Very annoyed at BB right now. I feel 100% conned, and l definitely wish I stuck to the Asurian coverage, which is what my gut feeling told me to do. Learn from my mistake and avoid BB coverage.
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Call 1800 best buy .. or look for the best buy price match thread, there an email for the presidential escalation department. They will be able to help you. They helped me with a similar situation. It contact an attorney, they love class action law suits. The reps told me it's at most a five day turn around. Even if there is fine print since its an oral sale they can be held legally responsible
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Ok lets get this out of the way first. Yes my glass broke second day of owning, yes I was being careful and wasn't neglect on my part. Phone should have been able to survive a fall from less then 12" only landing on its back with out breaking glass.
Ok now that we got that taken care of here are my options.
1. Buy $30.00 glass attempt repair on my own. Question with this are if I mess up or something gets damaged could I still claim insurance(ie. will they know I have opened phone)
2. Att states they will replace for $199.99 but will likely be refurbished unit(which sucks). If I go this route will I need to flash back to stock and reset flash count or will they even check that. Rooted with custom recovery and att clean rom. Any one had experience with att insurance claim?
Local shops say its impossible to replace just the glass. Repair would be $425.00 so that is out.
Edit: I tried to call the walmart I purchased it from and got no answer. So I called another walmart and told her what happened. She said we are told we can't exchange phones that are damaged and you only get one exchange. So I thought I was screwed. She then said read your contract if it doesn't say anything about the condition of the phone or the number of times Walmart will have to replace phone. She kept emphasizing to read contract. Then said if I have any problems Call her back and she will call corporate. Sure enough contract states you can exchange phones in the 14 days nothing about condition or number of times. So following walmarts contract I got the note replaced. As of today if anything thing happens I have insurance. I also bought a temporary case till otterbox gets here.
Re: [Q] Broken Glass, ATT insurance, matters of opinion
I've dealt with att twice and it was agreeable. The second time I sent my note 1 in for the same issue (charging port failure) they sent me a brand new device. The truth is you don't always get a refurb, it's just kind of luck and how much product is on hand (so I was told by att cs).
If you try to fix the screen yourself and fail DON'T send it in for warranty... That's fraud and effects the prices for everyone else.
Sent from my SAMSUNG-SGH-I317 using Tapatalk 2
Re: [Q] Broken Glass, ATT insurance, matters of opinion
Try searching next time. Here a few ppl have claimed to replaced only the glass but from experience on my s2 skyrocket its a pain in the a** and I ended up cracking the digitizer. If so tho ppl in this thread say to search for videos on youtube. Check it out.
http://forum.xda-developers.com/showthread.php?t=2090892
Sent from my Galaxy Note 2 running SkyNote3.2
jyazzie110 said:
Try searching next time. Here a few ppl have claimed to replaced only the glass but from experience on my s2 skyrocket its a pain in the a** and I ended up cracking the digitizer. If so tho ppl in this thread say to search for videos on youtube. Check it out.
http://forum.xda-developers.com/showthread.php?t=2090892
Sent from my Galaxy Note 2 running SkyNote3.2
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I did search, I'm not a newbie I wasn't asking about how to replace the glass or if it is possible i was asking for opinions of my next course of action. I have seen the threads and watched the videos.
The customer is always right...
Sorry about your shattered screen. that's rough. hope I can offer some insight on your warranty situation:
You have two angles of attack:
1. Go in with your tail tucked between your legs, and pray for the best possible outcome. If the outcome is less than optimal, follow step 2:
2. Argue pleasantly, until you're satisified.
That said, at&t is usually pretty good with succumbing to "motivated" customers. I've always tried, and with great sucess, gotten all of my replacements by contacting them through e-mail or phone (and a few times at the service centers). My own personal experience has lead me to believe, if you go in, they're more likely to scrutinize you, your credability and your story and stick you with the least desirable option. My brother-in-law is a very "motivated" customer, and has almost always been "satisifed" by at&t (that's what she said) (shattered screens, water submersion, etc).
And as far as relocking\returning to stock, again, IME, I've only had them check my device for root/BL tampering twice, and they simply checked to see if their was a stock recovery. And I think it was only because the kid was knowledgable enough to know how to check. Otherwise, I've always gotten the impression the sales person doesn't know how to check for evidence of a tampered device.
If Steps 1 and 2 fail, try droping the, ETF-bomb. "How much is my Early Termination Fee?" In my experience, they always come back with good news from their supervisor. YMMV. And just as an FYI, when I have dropped the ETF-bomb, I had legitmately wanted to end my service; I wasn't threatening.
Good luck and hope some of this was useful to you! like I said, YMMV.
PS. If you go into one service center and they give you your options, that doesn't stop you from leaving with your device and getting a "second opinion" from another, possibly more agreeable service center. And then if you care to, as a last resort, you can always try contacting them through e-mail\phone.
nespid said:
Sorry about your shattered screen. that's rough. hope I can offer some insight on your warranty situation:
You have two angles of attack:
1. Go in with your tail tucked between your legs, and pray for the best possible outcome. If the outcome is less than optimal, follow step 2:
2. Argue pleasantly, until you're satisified.
That said, at&t is usually pretty good with succumbing to "motivated" customers. I've always tried, and with great sucess, gotten all of my replacements by contacting them through e-mail or phone (and a few times at the service centers). My own personal experience has lead me to believe, if you go in, they're more likely to scrutinize you, your credability and your story and stick you with the least desirable option. My brother-in-law is a very "motivated" customer, and has almost always been "satisifed" by at&t (that's what she said) (shattered screens, water submersion, etc).
And as far as relocking\returning to stock, again, IME, I've only had them check my device for root/BL tampering twice, and they simply checked to see if their was a stock recovery. And I think it was only because the kid was knowledgable enough to know how to check. Otherwise, I've always gotten the impression the sales person doesn't know how to check for evidence of a tampered device.
If Steps 1 and 2 fail, try droping the, ETF-bomb. "How much is my Early Termination Fee?" In my experience, they always come back with good news from their supervisor. YMMV. And just as an FYI, when I have dropped the ETF-bomb, I had legitmately wanted to end my service; I wasn't threatening.
Good luck and hope some of this was useful to you! like I said, YMMV.
PS. If you go into one service center and they give you your options, that doesn't stop you from leaving with your device and getting a "second opinion" from another, possibly more agreeable service center. And then if you care to, as a last resort, you can always try contacting them through e-mail\phone.
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Good advice all the way around, all though not too sure about ETF because I'm still on my new contract 14 days. Not sure how they would take that. I also thought about see what Walmart would do since that is where the phone was purchased do to pricing. With the screen not sure how they would handle that can't find anything on the web about the return policy for store bought phones.
chrisryn said:
Good advice all the way around, all though not too sure about ETF because I'm still on my new contract 14 days. Not sure how they would take that. I also thought about see what Walmart would do since that is where the phone was purchased do to pricing. With the screen not sure how they would handle that can't find anything on the web about the return policy for store bought phones.
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Well then, you just opened up your options - try a bunch of different Wal-marts. One of them is bound to have a lackluster employee who doesn't care, and just wants to go back to doing nothing - find that guy\gal and bring home your new N2.
If there is no physical damage to the body of the phone, you have better support to your story that the screen was flawed. I would really fight that point, that the screen was flawed.
Honestly, they don't have a leg to stand on, if there is no physical evidence to the body of the phone that it was "accidental damage", and they're not going to call you a liar (at least not to your face). With all of this, keep in mind to "argue" as politely as possible, but be persistent. Wear them down and get to yes! Illegitimi non carborundum.
---------- Post added at 01:57 PM ---------- Previous post was at 01:54 PM ----------
And yeah, as far as the ETF-bomb, it may not help if you're only 14 days into your contract. I've been with at&t since 2002 and I have 3 lines, so, that may factor in on their decision with the ETF-bomb.
I was with att for ten years when they decided to move out my upgrade date out of now where claiming it was because of a data overage. I was out of contract ready for renewal the didn't give a S*** about me canceling. I went to Verizon and it was a nightmare had 4 gig limit and they where charging me overage at 3.5 gig. Fought with them for about 3 months before I was able to use breach in contract with a supervisor to get out with out a ETF. Now I'm back at ATT and had this happen.
Plan B
chrisryn said:
I was with att for ten years when they decided to move out my upgrade date out of now where claiming it was because of a data overage. I was out of contract ready for renewal the didn't give a S*** about me canceling. I went to Verizon and it was a nightmare had 4 gig limit and they where charging me overage at 3.5 gig. Fought with them for about 3 months before I was able to use breach in contract with a supervisor to get out with out a ETF. Now I'm back at ATT and had this happen.
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thaaaaat sucks.
Move out your upgrade date because of data overage? weird. that makes no sense to me.
Here's a possible option: it's $200 and you have to return your current device or, is it $200 for a new device and you keep your shattered device? If it's the latter, then possibly sell the current N2 as-is on eBay\craigslist and use that money to purchase replacement? I am inclined to believe it is probably $200 + returning current N2.
nespid said:
thaaaaat sucks.
Move out your upgrade date because of data overage? weird. that makes no sense to me.
Here's a possible option: it's $200 and you have to return your current device or, is it $200 for a new device and you keep your shattered device? If it's the latter, then possibly sell the current N2 as-is on eBay\craigslist and use that money to purchase replacement? I am inclined to believe it is probably $200 + returning current N2.
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The said thing about the overage was it was due to their lack luster dsl department getting our dsl turned on at the new house. Seemed that the old tenant had some cheap phone service and never turned it off. They wanted $800.00 to run new lines. So we where using phones as all internet for a month. I'm pretty sure that I will have to return device, once the other comes in. I'm going to try walmart first, then if that doesn't work see if I can talk the deductible down on the att insurance and hope its not a refurbished. I have had to many android and iphones(wife) that have been through three young boys with out damage and this one damages so easy. Either way new device will not be fully used till it is safe in a case then still treated like a baby.
Bonne chance!
chrisryn said:
The said thing about the overage was it was due to their lack luster dsl department getting our dsl turned on at the new house. Seemed that the old tenant had some cheap phone service and never turned it off. They wanted $800.00 to run new lines. So we where using phones as all internet for a month. I'm pretty sure that I will have to return device, once the other comes in. I'm going to try walmart first, then if that doesn't work see if I can talk the deductible down on the att insurance and hope its not a refurbished. I have had to many android and iphones(wife) that have been through three young boys with out damage and this one damages so easy. Either way new device will not be fully used till it is safe in a case then still treated like a baby.
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sounds good to me.
good luck and let me know what you worked out.
Re: [Q] Broken Glass, ATT insurance, matters of opinion
I didn't see this mentioned but I recommend getting the insurance protection from Best Buy. You can still get it even if you don't get the phone from Best Buy. You can pay one flat fee to cover the year or pay $7 a month.
They will replace your phone at no extra cost for physical or water damage.
Sent from my SAMSUNG-SGH-I317 using xda premium
kiltedthrower said:
I didn't see this mentioned but I recommend getting the insurance protection from Best Buy. You can still get it even if you don't get the phone from Best Buy. You can pay one flat fee to cover the year or pay $7 a month.
They will replace your phone at no extra cost for physical or water damage.
Sent from my SAMSUNG-SGH-I317 using xda premium
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Very much aware of that. Had it on my Galaxy nexus gave it to my mom she dropped it hard cracked the screen now she is waiting for her refurb to come in. They told me it was replaced at the store when I brought it in, with new unit. I have had to loan her my inspire while she waits 5-10 days for the other to come in. Not really satisfied with that plan either.
Re: [Q] Broken Glass, ATT insurance, matters of opinion
That's weird. I've had to have 3 devices replaced through best buy over the last couple of years. I've never had to wait more than 3 days. I Also like that you get a loaner phone till the replacement comes in.
Sent from my SAMSUNG-SGH-I317 using xda premium
I asked for a loaner they said they don't do that.
Edit: Hoping my inspire doesn't suffer same fate.
Re: [Q] Broken Glass, ATT insurance, matters of opinion
I'm actually a manager at a best buy mobile.. We are supposed to supply loaners if we have them with a $50 deposit that you get back when your phone comes back in.. Some stores don't charge that even though they should.. For android devices the insurance is $9.99 a month or $169.99 for 2 years.. Everything is covered except lost or stolen.. Which we do have a free app called locked and found that will let you lock your phone out if it is lost or stolen. It will take pictures with the front facing camera and email them to you with a location.. The best part is there are unlimited claims and no deposit
cold21blooded said:
I'm actually a manager at a best buy mobile.. We are supposed to supply loaners if we have them with a $50 deposit that you get back when your phone comes back in.. Some stores don't charge that even though they should.. For android devices the insurance is $9.99 a month or $169.99 for 2 years.. Everything is covered except lost or stolen.. Which we do have a free app called locked and found that will let you lock your phone out if it is lost or stolen. It will take pictures with the front facing camera and email them to you with a location.. The best part is there are unlimited claims and no deposit
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They wouldn't even let me talk to a mobile associate had to talk to GEEK SQUAD, sometimes I wonder the requirements for Geek squad hiring, Guy didn't know anything. Nothing against Best Buy just had bad experience mobile wise here. Best buy is my favorite store, Been platinum reward member for 8 years now.
Re: [Q] Broken Glass, ATT insurance, matters of opinion
chrisryn said:
They wouldn't even let me talk to a mobile associate had to talk to GEEK SQUAD, sometimes I wonder the requirements for Geek squad hiring, Guy didn't know anything. Nothing against Best Buy just had bad experience mobile wise here. Best buy is my favorite store, Been platinum reward member for 8 years now.
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I get that a lot with complaints from the big box stores.. Next time try a best buy mobile store.. It's a more one on one experience and we usually know a little more
cold21blooded said:
I get that a lot with complaints from the big box stores.. Next time try a best buy mobile store.. It's a more one on one experience and we usually know a little more
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I would but we don't have those here.
You should not be concerned AT ALL that you may get a refurbished phone. I've done it couple of times and the phone is always perfect brand new condition. It's not like it will have scuffs on it or non-working parts....not to worry.
Also don't need to reset your phone to stock...you're getting it replaced due to broken screen not complaints that it is not functioning.