[Q] Charged for Malfunctioning Airave? - Sprint Samsung Galaxy S III

Has anyone been charged by Sprint for their Airave when it malfunctions? We got a free Airave a year ago due to our poor in house signal. It worked fine until about 3 weeks ago, and lights started flashing. We following tech support's instructions and they finally said it was malfunctioning and that they would send us a new one. When we got the new one (it only took about 3 days) we were to package the old one back up in the same box and send it via UPS back to them. Well, everything was fine until our last bill which showed we were being charged $125 for an Airave "Damaged Beyond Repair." Several calls have not resolved this issue as of now, but they are saying it the warehouse classified it this way, due to corrosion.

rando991 said:
Has anyone been charged by Sprint for their Airave when it malfunctions? We got a free Airave a year ago due to our poor in house signal. It worked fine until about 3 weeks ago, and lights started flashing. We following tech support's instructions and they finally said it was malfunctioning and that they would send us a new one. When we got the new one (it only took about 3 days) we were to package the old one back up in the same box and send it via UPS back to them. Well, everything was fine until our last bill which showed we were being charged $125 for an Airave "Damaged Beyond Repair." Several calls have not resolved this issue as of now, but they are saying it the warehouse classified it this way, due to "damage beyond rpair," but couldn't tell me exactly why. One supervisor said it was probably corrosion or liquid damage, but the waiver request came back denied without an explaination, only that it was DBR and she wouldn't or couldn't say what of the 5 items my device was classified for.
Click to expand...
Click to collapse
UPDATE: A call back from a different tech we talked to upchanneled the issue to his manager and that person made a decision that the charge was "unjustifiable" and gave us a $125 credit. The whole thing was weird, but now I won't going to Verizon over it after all.

rando991 said:
UPDATE: A call back from a different tech we talked to upchanneled the issue to his manager and that person made a decision that the charge was "unjustifiable" and gave us a $125 credit. The whole thing was weird, but now I won't going to Verizon over it after all.
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Thanks for the update, put "SOLVED" in the thread title. Sucks that you had issues, Sprint reps have usually been very nice when I call, but then theres always the one a** that has to mess it up.
I would've replied to this, but I dont even have an Airave haha
Sent from my PG06100

Beyond Charged
rando991 said:
Has anyone been charged by Sprint for their Airave when it malfunctions? We got a free Airave a year ago due to our poor in house signal. It worked fine until about 3 weeks ago, and lights started flashing. We following tech support's instructions and they finally said it was malfunctioning and that they would send us a new one. When we got the new one (it only took about 3 days) we were to package the old one back up in the same box and send it via UPS back to them. Well, everything was fine until our last bill which showed we were being charged $125 for an Airave "Damaged Beyond Repair." Several calls have not resolved this issue as of now, but they are saying it the warehouse classified it this way, due to corrosion.
Click to expand...
Click to collapse
Not sure if you're a new user to the Airave or not but I figured I had better share this.
Oct. 2011 my wife and I switched carriers from a local carrier to Sprint, against my better judgement. I was a long time loyal Sprint customer from 1991-2002 until the digital switch. When we signed up this time we both got the Nexus S 4g. Thank God, because the only thing that saved us was the ability to use Google Talk over Wi-Fi throughout the next period of time.
I was working out of town 5 days a week and home on weekends at the time and from October to December Sprint nearly ruined my marriage and effectually ruined my good name and the state of my account standing because they simply could not get the two devices to communicate properly. We were experiencing things like missed calls, missed texts, no notifications of either, if missed call left a voicemail we would not be notified, texts would arrive 12+ hours after they were sent and Sprint decided we needed to implement an Airave in BOTH locations to improve reception. Unfortunately getting my roommate while working to cooperate with Sprint was virtually impossible, in hindsight, I'm glad he didn't.
Sprint never disclosed that every call going through the Airave was actually changed to an Airave usage minute that came off our then small plan because we were enjoying the unlimited mobile to any mobile minutes. It didn't matter if you were calling a mobile or a Sprint mobile even... every minute through an Airave ate away at your plan minutes. Our $169.00 bill became over $1000.00 in far less than a month. The use of it did decrease our connection issues but throughout the course of troubleshooting with support, executive services and engineers we determined the reason it helped is because the Airave had a single, hardwired MSID that all calls through it used that matched the cellular number that it was assigned. Because it isn't a mobile device it's MSID didn't have to differ from it's mobile number.
Sprint reluctantly refunded the majority of the excess charges, added the unlimited calling feature to the Airave and credited us for it's addition throughout the remainder of our contract and promised not to charge us an early term fee should we decide to take our service elsewhere. From October through April 2012 each my wife and I received 2 replacement NS4G's in spite of the fact that we asked to try something different back on October 10th and was REFUSED believe it or not because of HOW our order was placed. It was a web order that required an instore reservation and for some reason the store cancelled the web order and placed an entirely new order now requiring a deposit where my web order did not. In less than a week of receiving our 3rd NSG4 each, in March of 2012 we both knew the devices still weren't working and with the help of a couple engineers within Sprint, not only did we find the problem we also determined that Sprint was unwilling to admit it and certainly unwilling to address it or repair it.
In our area, our devices have their cellular number and an MSID that differs from it. When I would place a call to my wife, my MSID would receive it's necessary approval from the DSLAM but then the DSLAM proceeded to record a second, different MSID that it randomly assigned to me, her or our communication as you would have it depending on who was initiating the call. Then when the equipment handed off the approved network communication to the receiving end, the second fictitious MSID was handed off and not the originating MSID and because it had no actual communication associated with it, it would simply not notify the receiving party of any call, text or voicemail whatsoever. Not only that, but when the receiving DSLAM received the communication, it recorded a third, altogether different MSID through some dynamic assignment I would assume.
Starting in Feb or Mar Sprint then decided we needed to try new numbers with new devices which was this 3rd NS4G, assuring us both that neither of us would lose our original number since we ported them in, never receiving the benefit of the $125.00 port in credit they claimed we received back in December. All I remembered was a $400.00 bill in December 2011. We tried it and they found even with the new numbers the same MSID issue was going on which prompted the next decision they made which included different devices.
Sprint finally decided to try different devices sending us both used Galaxy S II E4GT's that we were told would be new. By this time, I was no longer working out of town and because we were no longer away from each other and I wasn't using my phone near as much the trouble wasn't seen as often so when we got the new devices it was almost like the issue was non existent. However, the several times I did travel the issue resurfaced immediately. I video taped the opening of the "NEW" devices because they both showed up in a FedEx bubble pack flexible envelope in tiny little boxes with batteries free floating in the envelop in their own plastic bags. No chargers, no headsets, no documentation, no disk with drivers, and no retail box. Both phones had cosmetic damages that appeared to be scuffs. Nicks in the plastic cases on the edge near the glass display and when we registered them on Samsung dotcom, I was sure to use the live representative to do so to make sure it was all documented. We were assured by Samsung that we wouldn't have any trouble receiving warranty service for a year.
Still experiencing the issue with different devices, new numbers and actively engaged engineers calling us to test services we thought for sure they would finally get the issue resolved. Then the time came to put our numbers back where they belong as promised and somehow miraculously Sprint not only lost my number but they continued to hold it hostage until December 2012 when the VP of Consumer Credit was finally forced to send me a "loaner" phone with my original number on it. She agreed to create us a new account with only our two original numbers on it sour current account wouldn't make us look like credit derelicts to any representatives we talked to for any service or support but instead of honoring her agreement, less than a week later, just following Christmas, we receive a letter from Sprint Legal Department telling us we had 30 days to find another carrier since they were deciding to exercise their right to terminate our contract.
Executive services left us hanging, none of our service ever worked as expected, our bill was never repaired virtually none of their representatives were completely honest or knowledgeable and on top of all that, their executives were equally dishonest and frankly I feel damaged irreparably because that period of time I will never get back, I felt like a project manager for them every step of the way because expected call backs would almost never occur and I was constantly prodding someone to do their job in a timely fashion. Over the course of 16 months I spent over 400 hours on the phone with someone from Sprint and we shall see if the Legal department makes good on, not only repairing the account's final status or if they will decide rather to leave the account until it can be written off rather than crediting the account as it should be...
I am monitoring the reporting at the different bureaus very closely right now because if I see any notice of any delinquency I am prepared to take this even further because I am almost certain I will have no problem finding a lawyer in a defamation of character law suit.
I hope your charges don't get nearly as bad as mine did.
Good Luck.
OH, and P.S. This is for Sprint, when I finally complete the project I've been working on I am certain you, like all the other carriers and ISP's, will be interested in utilizing it's functionality because it, if as effective as I think it will be, will reduce network congestion by over 90% by changing the way transferred data is perceived by routing and switching equipment along the path. Don't think you will receive any consideration whatsoever.

I just had the same issue. Took 4 calls to get a new unit, and once I did I thought I was OK. Well my bill showing 300 plus owed said another. Called sprint, guy said it was because I had an innactive unit that I was being charged for it. As last long ad I sent it back I would not be charged, per the rep. It has been a week since I sent it back and still looking for the charge to be removed.
Sent from my SPH-L710 using Tapatalk 2

WOW! I was going to put [SOLVED] in this post header, but maybe I won't now after some of the other comments that had unresolved issues. Very similar. No call backs...I had to call back each day they told me a call was scheduled (and none came). But for the work of one young service rep named James, who IS a concerned and valuable agent, I would have been stuck with that charge and as of today probably would have been a Verizon customer. Note, he missed a call back due to a family emergency. My wife wrote Mr Hesse a 2 page letter (no idea if he will get it) describing this poor situation, but praising the work of young James and his manager in keeping us.
On the subject of the minutes being used by Airave, I haven't noticed that because we have land lines and don't run up cell minutes at home, but I'll be watching that now because I was unaware of that.

Related

Spint woes

Even though I'm posting in the Evo section of a mainly rooting community, I was hoping someone could provide a little insight onto my situation. Perhaps there is a Sprint representative on these forums who can better assist me as well.
So I purchased a new Evo June 20th after coming from 3 years of using the iPhone. I love the phone, but I've had nothing but issues with it. It's less the phone itself and more the companies surrounding it - Radio Shack, Sprint, etc.
So like I stated before, I got my Evo on June 20th. After using it a few days I noticed I had terrible signal at home. Normally if I was using the phone for personal reasons only, I could live with it, but I do work 1-2 days per week from home so not having voice service is a pretty big deal to me. After about 7-9 of fighting with the signal loss while walking around my home looking for a sweet spot (Also while on the phone with Spring customer service) They told me it was probably my home or area and that they couldnt guarantee coverage everywhere. My issue with this is, I've test all the carriers in my home. ATT, Tmobile, and Verizon get a minimum of 3 bars in my house. I dont like out in the middle of nowhere, I live in the suburbs of Houston. All other carriers penetrate into my home just fine, except Sprint. Well after arguing with Sprint reps over and over, I finally decided to take it to the Sprint store.
After waiting in a terribly long line (45 min), I was finally speaking to a Sprint rep. I told them about my issues and asked if there was anything I could do. He stated there was a booster that was $99. I flat out denied this as I thought it was ridiculous I had to pay more money just to get voice signal (something that was shown to be EXCELLENT coverage in their computers). He played with the phone for a second, then stated that an update would be coming out shortly that would improve the Wifi, 4G, and radio of the phone. The rep suggested that I was still within my 30 day cancellation period and that I should wait for the update and see if that improved anything.
So, a few short days later I got the OTA message on my phone. Well, this turned out to be a huge mess because I ended up being one of those unfortunate people who had their phones bricked. So at this point I'm phoneless and very frustrated. I take the phone back to where I purchased it, Radio Shack, and they tell me they've seen other customers who had this problem and will gladly exchange the phone for me. The manager of the store states it should be here on Friday, so I say thank you and leave.
Well, the phone didnt come Friday. It didn't even come the next Friday. Yep, it came THREE Friday's later - almost 3 full weeks later. So after not having a phone for two and a half weeks, I finally get my new phone in. The radio shack rep applied the update for me in the store and I left.
Well the weekend went by and I didn't notice any dropped calls, but I wasn't using my phone heavily. Then yesterday I was working from home and my phone was finally getting put to its full use. Call after call dropped and I couldn't even hold a signal for more than 10 minutes. I eventually had to run next door and borrow a neighbors phone to finish up my convo with a client. Normally I could live with this issue for personal use, but for work it was becoming a serious problem.
So I called Sprint and explained the situation. Eventually after sitting on the phone for an hour and talking to person after person I spoke with a manager who basically said either buy the $100 booster or pay $200 to cancel your contract and leave. At that point I was furious - I didn't understand why I should be forced to pay more for something when I was already paying for signal. I explained that I originally had planned on returning the phone earlier, but that had held off at the advice from a Sprint rep I talked to, and that my phone had been broken for over 2 weeks of my 30 day trial period. She continued to iterate that there was nothing she could do. She instructed me to contact Radio Shack and see if they would accept the phone back after 30 days (I'm on day 34 right now).
I just spoke with Radio Shack but they stated I'll need to call back when the manager is in the store - which will be 3-4 hours from now. I suppose maybe I'll get lucky and I'll be able to return the phone - but I'm worried about what will happen if they refuse. I'm going to be stuck with a phone that is unusable for work, while forced to either pay $100 for a booster, or shell out another $200 for the ETF (screwing me out of $400 total).
Anyways, maybe there is nothing that can be done, maybe I'm just an idiot for not testing the phone more aggressively sooner. I'm just sharing my experience on here with the hopes that someone has come across a similar situation or perhaps someone with a Sprint customer service background.
TLDR - got an evo, noticed bad signal, Sprint said OTA would fix the issues, OTA broke phone, waited 2 weeks for replacement, tested phone, reception still suck, Sprint says im stuck.
Wow, that sucks. Sorry to hear that.
I'm curious...you do get to keep the phone if you pay the ETF, right?
If you do, I would pay the $200 ETF and sell the phone on ebay or craigslist because I really doubt the $100 booster is going to help much and with the EVO in short supply, I'm sure someone is willing to buy it.
PS: If you do, just be sure to do a factory reset so all information is erased from it.
Maybe try the Verizon PRL, I looked briefly but cant seem to find the post. It is here somewhere though. Might work for you.
Yea PRL would work, but I don't want to use up my 450 anytime minutes nor do I want to switch back and forth between PRL's. I get great service at work and other places, it's just a dead zone where I live.
Airave?
Is the signal issue only at home? Airave hooks into your broadband service and then you can make phone calls via airave and it routes the calls like Vonage. And if your service really sucks sprint will give you the device for free if you complain the right way. I have had mine for 2 weeks and have had no dropped calls at home. This won't help you outside of your house though....Just my $.02
Really?
Really for free? Sprint was adamant that I would have to purchase one. They said over and over they would not wave the fee since their computers show I'm in excellent coverage area.
I too have been with Sprint for sometime now and I have the booster and it has worked wonders for me at home my office is in my basement so I spend a great deal down there and dint get service upatairs I got 3 bars but now I can make a call anywhere and it doesn't drop or anything well worth the 100 dollars if you can't get them tk give you one for free
Are those boosters provider specific?
I was thinking about getting one for the basement, but we have Sprint and Verizon Androids in the house. Don't want to have to buy one for each carrier.
I can confirm that if your a new customer with sprint they will do absolutely nothing for you, except sell you more stuff. I just went through a very similar situation and after offering me the airwave twice for free only to double back and say no sorry its 100 bucks.
BTW if you get the airwave for free they extend your contact back to 2 years, might be worth it for some.
I'm rocking the verizon prl's now and well its decent enough to stick with it, the phone rocks.
I also got an Airave for free when I was having issues. The only problem it would have is not supporting 3G data, but I suppose if you are at home, you can use wi-fi. The best benefit I saw was paying $10/mo and getting unlimited calls while on the device since I don't have unlimited minutes.
Sprint gave me an Airave for free, waived the fee for 2 years, and didn't touch my contract. But I also have 5 towers within 1.9 miles and they compete for signal...
The thing is, while I don't drop calls within range of the Airave, it doesn't hand off to a tower like it is supposed to so it drops when I walk out of range. :/
I'm pretty pissed at Sprint right now... They had a 2 1/2 outage that affected ALL of Colorado (voice and text - data worked fine in most areas) and just gave me a 25 dollar bill credit for it - couldn't even dial 911 and when people called me phone, it was just dead air - not even voicemail. BIG NO NO! Then on top of that, the subpar 3G speeds (900kbps max, 600 average compared to 3Mbps/1.7 on at&t in the same area), I've had two data outages (another two 25 dollar bill credits) and they charged me an activation fee on my corporate liable line through Comcast which was supposed to be free so I'm fighting to get that waived.
I love the phone. Hate the service.

My AT&T Rant Another good reason to stay away from contracts.

Well I will shorten the story as to get to the point. When we were moving to a new house we wanted to transfer out AT&T service to the new address. During the conversation they tried to get us to add wireless. I was not that interested but the lady came up with about 625.00 worth of discounts including a 400.00 visa card. So we took the plunge and got a couple of Galaxy notes.
Then AT&T failed to show up for two appointments for the installation and caused me to miss 3 days of work. I decided to go with the local cable company instead and they were there the next day. So due to this our deal for the 625..00 discounts were no longer valid. So I knew we were going to have to return the phones (AT&T 30 days). So I ported my number back and only had 9 days of use, my wife canceled hers the day we returned them she had 16 days of use.
So I talked to AT&T and they said wait for the updated bill. Well the next bill came and it was not corrected and they still were charging us, plus one 325 ETF. So I contacted them and went to the store and made notes for them to correct my bill so I could pay it. I keep getting bills and messages stating past due and they are terminating service. More calls and they said they were assigning this to an investigation department and it should be cleared up in 7 days. Not so and I received a new bill today for almost 900..00. I was clearly furious and set my recorder to record the call.
On the phone and transferred one time I get to an agent. I made her aware of taping the conversation and that it would be used in court if necessary. I also warned that if my account was turned over to a collection agency they would be sued by my lawyer. After explanation I stated again I wanted my final bill so I could pay it and this was going to be my last time to call and ask.
She then had to talk to an ICU group and within 30 min I was told my account was settled with a 0.00 balance. I said you mean I don't owe anything? she said yes your balance is zero. She said sorry for all the trouble.
Bottom line while I'm happy of the outcome it just shows that these contracts are a nightmare to get out of at least mine was.
I hope others can relate to my experience.
Glad you got it figured out. I think it shows that they don't always intend to be as evil as it seems, it more than likely is a result of the left hand not talking to the right (or in the case of such a large company, none of the fingers talking to each other). It doesn't excuse their crazy conduct, but it helps make sense of it all.
Sent From My Sprint Galaxy Nexus via XDA Premium

Callers Can't Hear Me, But I Hear Them Just Fine

Other callers say that I'm Fading out, I'm breaking up and then eventually that they can't hear me at all,
All the while I can hear them fine.
And my Signal strength bars are usually at 4.
Once in awhile the calls Drop.
Sometimes if I move a few inches or a foot, one way or the other, the other party says they can hear me.
But sometimes they still can't hear me.
This usually happens after I'm on the call for 2-4 minutes, But sometimes after only a few seconds.
This is happening on a majority of my calls,
There are certain areas, approx. 3, where I have no issues. And I know if I make a call from those exact areas I'm fine.
I've been on the phone with Sprint multiple times regarding this issue over the past 2 months, and there are trouble tickets out on this.
The issues began 2 months ago when I first activated my S3.
I came from a SE4GT without issue for 9 months.
I'm on my 3rd S3, and continue to have the issues.
The issues are occurring Every day, multiple times a day. The 1st replacement was within the 14 day return period.
The 2nd replacement was due to the Screen Rotation feature failing to operate. The device was checked out by the Sprint tech in store, and my S3 was replaced under TEP.
Because I have been experiencing the same Fading and Breaking up call issues on all 3 S3's, I thought the issues were with the Sprint Network build and LTE device communication. I thought either that or that the S3 has a hardware or software issue on their devices, but because others seem to not have issues, I thought it may be a Network, Upgrading the Tower issues.
But then I just found this thread:
http://www.samsunggalaxys3forum.com/forum/samsung-galaxy-s3-audio/898-poor-call-quality-3.html
I troubleshoot landlines and phone systems for a living, including LED lighting, AV and cctv systems, but this issue has me baffled, and Sprint is unclear what the issue is, and are still working on it.
Sprint has said -
- the upgrade to the Towers, is causing my issues
- the upgrades to the Towers can't be causing the issues because LTE isn't switched on yet in your area
- your S3 sounds like it has an internal antenna problem
- Do you live near water, because living near a body of water, the ocean for instance, can cause issues, although we're still not clear why the body of water causes issues (and this reasoning was given to me by Account Services)
- they're working on Towers in your area. 112 Towers have been upgraded, and they have 72 Towers left.
Etc., etc.
You see why I am also confused because I can't get a straight answer. Sprint is working on the issues and is in communication with me,
After extensive googling, I'm still unsure it it's a:
- Sprint Network issue
- S3 hardware, or software failure on some of the devices. If true, I've had 3 of them already
- combination of the S3 and the Sprint Network communicating with each other due to Tower upgrades, regarding Network Vision LTE.
I disabled the Noise Cancelling feature on my 2 other S3's, But the issues continued.
I just disabled the feature on my current S3, and will see if that helps this time.
I was discussing this issue in someone else's thread whose title was about not being satisfied with Sprint, but didn't want to clutter up that thread with an issue as specific as this is.
Any ideas as to what the cause of the above issues are welcomed.
same trouble
I had the same trouble and i came to the conclusion that it was the mute when phone is flipped over setting in the motions menu. may seem like a simple idea but its worth a shot. Hope you get your problem solved.
Biker1 said:
Other callers say that I'm Fading out, I'm breaking up and then eventually that they can't hear me at all,
All the while I can hear them fine.
And my Signal strength bars are usually at 4.
Once in awhile the calls Drop.
Sometimes if I move a few inches or a foot, one way or the other, the other party says they can hear me.
But sometimes they still can't hear me.
This usually happens after I'm on the call for 2-4 minutes, But sometimes after only a few seconds.
This is happening on a majority of my calls,
There are certain areas, approx. 3, where I have no issues. And I know if I make a call from those exact areas I'm fine.
I've been on the phone with Sprint multiple times regarding this issue over the past 2 months, and there are trouble tickets out on this.
The issues began 2 months ago when I first activated my S3.
I came from a SE4GT without issue for 9 months.
I'm on my 3rd S3, and continue to have the issues.
The issues are occurring Every day, multiple times a day. The 1st replacement was within the 14 day return period.
The 2nd replacement was due to the Screen Rotation feature failing to operate. The device was checked out by the Sprint tech in store, and my S3 was replaced under TEP.
Because I have been experiencing the same Fading and Breaking up call issues on all 3 S3's, I thought the issues were with the Sprint Network build and LTE device communication. I thought either that or that the S3 has a hardware or software issue on their devices, but because others seem to not have issues, I thought it may be a Network, Upgrading the Tower issues.
But then I just found this thread:
http://www.samsunggalaxys3forum.com/forum/samsung-galaxy-s3-audio/898-poor-call-quality-3.html
I troubleshoot landlines and phone systems for a living, including LED lighting, AV and cctv systems, but this issue has me baffled, and Sprint is unclear what the issue is, and are still working on it.
Sprint has said -
- the upgrade to the Towers, is causing my issues
- the upgrades to the Towers can't be causing the issues because LTE isn't switched on yet in your area
- your S3 sounds like it has an internal antenna problem
- Do you live near water, because living near a body of water, the ocean for instance, can cause issues, although we're still not clear why the body of water causes issues (and this reasoning was given to me by Account Services)
- they're working on Towers in your area. 112 Towers have been upgraded, and they have 72 Towers left.
Etc., etc.
You see why I am also confused because I can't get a straight answer. Sprint is working on the issues and is in communication with me,
After extensive googling, I'm still unsure it it's a:
- Sprint Network issue
- S3 hardware, or software failure on some of the devices. If true, I've had 3 of them already
- combination of the S3 and the Sprint Network communicating with each other due to Tower upgrades, regarding Network Vision LTE.
I disabled the Noise Cancelling feature on my 2 other S3's, But the issues continued.
I just disabled the feature on my current S3, and will see if that helps this time.
I was discussing this issue in someone else's thread whose title was about not being satisfied with Sprint, but didn't want to clutter up that thread with an issue as specific as this is.
Any ideas as to what the cause of the above issues are welcomed.
Click to expand...
Click to collapse
tymansdaddy said:
I had the same trouble and i came to the conclusion that it was the mute when phone is flipped over setting in the motions menu. may seem like a simple idea but its worth a shot. Hope you get your problem solved.
Click to expand...
Click to collapse
I have that feature off.
I'm still not sure what the issue is.
I haven't made many calls after deativating the noise cancelling option.
I'll continue to monitor the situation.
Biker1 said:
I have that feature off.
I'm still not sure what the issue is.
I haven't made many calls after deativating the noise cancelling option.
I'll continue to monitor the situation.
Click to expand...
Click to collapse
Consistently having the same problem here.
BJBes said:
Consistently having the same problem here.
Click to expand...
Click to collapse
Sprint closed out my trouble ticket, and said their Towers are working properly.
They wrote me an eTicket, and asked me to go to the Sprint store to have my S3 checked out. They said it must be a device issue, and if the S3 checks out ok, to call back and they'll open up another ticket.
I ain't wasting another 4 hours at a Sprint store between traveling to and from the store, and waiting for the S3 to be checked out.
Last time my S3 was checked out, I had to come back a 2nd time to pick up the replacement S3 due to a fault Screen Rotation. A total of 6 1/2 hrs.
I'm on my 3rd S3, and All 3 have had the problem, and I'm through wasting my time.
The issue is either:
- Faulty S3's. Not all customers are having the issue though.
- the way the S3 communicates with the Towers in certain areas.
I'll give it another 2 months, and if the issues remain, I'll get up and go. I'm not fond of the other carriers though, but I need my S3 to work 100% of the time as a Phone.
Having slow as molasses data is bad enough, while other Carriers have been way ahead of us for years.
14 years, and I've Never had these Fading Calls issues.
The problem is that you get caught up in the Never Ending Sprint Trouble Ticket Circle, either because they know what the cause of the issues are, and are not saying, or they don't know.
Believe me, either Sprint, Samsung or Both Know What the Problem is.......
With the above being said, I've noticed my calls are not Fading as Frequently the past couple of days as they have the past 2 months. But that may be due to the fact I've made very few calls. I definitely will be paying attention.
Same issues are still occurring.
Called Sprint to have my ETF waived due to consistently poor service regarding Fading calls for over 2 months.
Rep offered to connect me to account services.
AS was no help, and had quite a different attitude from years ago.
Apologized for the poor service, but the ETF stands as is because they are fulfilling the contract.
After being nice for over 2 months, and most of the 14 years, and getting the run around with the old - -
Must be the Towers
Well have the Towers checked out.
Here's your trouble ticket.
Then it goes like this:
The Towers are ok
Must be your device
Bring it to a store
Then it goes like this:
Your phone is ok
There's nothing wrong with it.
Then I call customer lack of support again:
Oh, your phone is ok?
That's what the store says, but the issues remain.
Ok, I'm sorry to hear that.
I'll open up another ticket for you......
Then the Continued same Old Non Resolution Endless Circle Continues.......
With Hours and hours and hours wasted on the phone, going to the Sprint store, going back to the Sprint store, calling customer lack of support again, and on and on and on.....
It's bad enough when Sprint Plays All their Customers (except for a few) with the BS Data or lack of Data Excuses for All these Years, and most of us Fall into the the Sprintlobotimization Mode, me included.
But that is coming to a Well Deserved End.
After almost 14 years with Sprint, I am Looking Very Forward to Leaving.
The past 2 Months have been Horrendous!!
Oh, the idiot rep had the balls to tell me they can help me to pay the $350 ETF by buying back my S3 for $149!!!!!!!
I laughed at them. You're kidding me, right??
I can sell it for more than double that.
Ok, there you go, they said. That'll help you out.
I verbally blasted the crap out of this Idiot!
I asked where I can escalate this?
They said they're it.
Where can I file a complaint?
They said the BBB
I said I'm also writing the PSC.
I asked what state to file in. State of residence or where issues are?
They said state of issues.
Anyway, see my Signature for what's next.
Good luck to everyone, but don't let Sprint Tread on you too much, and when it gets too much, just leave and save yourself Much Aggravation.
Btw, just a little heads up about Verizon:
Even though I always said they had the best coverage, I always hesitated going to them because of what I thought was their extremely high and ala carte pricing structure. Meaning you have to pay for every little thing when other Carriers included them.
But after researching their plans recently, I found out that things are a little different now, and they are pretty reasonable for my needs. Here's the plan I'll be on:
Unlimited Minutes & Texts w/2GB Data - $100/mo.
Each additional 2GB Data increment is $10/mo.
For example:
If you want 4GB data total, you pay:
$100 + $10 = $120 + taxes & surcharges.
All Equipment Protection - $6.99/mo.
Includes equipment failure, loss, theft, water damage, etc.
The deductible is $99 for loss, theft, or water damage.
They have very generous discounts for employees of many different Companies.
I know what you're thinking.
Only 2GB of Data??
But if you think about it, Sprint Unlimited Data is for slow 3G right now, for most customers.
I will tell you this, and Mark my Words--
When and if Sprint's LTE gets off the ground, Unlimited Data will go Bye Bye.....
In addition, I have read that there are compatibility issues with the equipment they are using to upgrade their Towers, due to using equipment from 2 different manufacturers. This was posted on that Site that keeps up to date on the LTE build out. SEGRU4, or something like that. I posted the link to this topic a while ago. When I find it, ill repost it.
Sprint will not be able to afford to give away Unlimited Data at LTE Speeds to Tens of Millions of Customers, especially with the influx of iPhone customers.
They have to pay for the $$31 Billion dollars they laid out for the iPhone, in addition to the expenses for upgrading their network.
Remember that sprint has already matched the other Carriers regarding:
- Raising the ETF
- Discontinuing the Gold Premier program
- Increasing TEP
etc. etc.
Don't think for a moment that Sprint is going to keep offering Unlimited Data.
That will Stop in a heartbeat.
Anyway, some things to think about.
I made the mistake of renewing my contract 2 months ago, instead of just buying my S3 outright, or just switching Carriers.
As they say, it's better Late than Never.....

Any Advance Replacement RMA experience out there?

My z551ml is having screen issues. One sees it on boot up, so it is most probably something with the framebuffer hardware.
I've initiated an RMA with Advanced Replacement (where they pre ship a replacement phone for US$25 + credit card hold until the old phone arrives). This is only offered on the z551ml, evidently.
Anyone have any experience with this?
So far I've tried opening a ticket online. This seems to be a lose, as they give themselves 48 hours to respond. So I phoned up the support number (which suspiciously doesn't have 'mobile' or 'cell phone' listed on their web page). The guy I worked with ran me through the process, hard reset, etc and issued me with an RMA number and provided the "Advanced Replacement" form.
Here's my timeline:
18 Sept - Opened up online ticket, told to expect response in 48 hours
18 Sept - Opened up phone ticket, gave me a RMA number, and line to online form to fill out for "Advanced Replacement", filled it out.
Received receipt saying they charged my CC for $25, and put a hold of $224 on it.
20 Sept - Late in the day. Got a email from the online ticket, saying I need to open up an RMA.
21 Sept - not seeing a charge on my CC. Phone up support. They say fill out another "Advanced Replacement" form. I do.
now seeing a $224 hold on my CC.
22 Sept - Online case not being updated. Phone up support again. They say they are not seeing my CC. I tell them I'm seeing the hold.
They say it will take them 24 hours to sort it out and that IF it is sorted out, it will be 5 business days for me to see a working phone (so like the 28th of September).
23 Sept - Found a email from ASUS replacement department in my spam folder asking about the part number on the Advanced Replacement form.
I respond with their info.
24 Sept - Get an email from ASUS Replacement department saying they are processing my form + Tracking number for next day FedEX.
25 Sept - Replacement phone arrives at FedEX.
28 Sept - I get replacement phone (a refurb).
So it took a grand total of 9 days to get my phone replaced using the expedited 'Advanced Replacement' process.
I just went through this on mine. My issue is due to a signal problem on SIM 2 in my house and I just got the replacement unit.Did the $25 deal. Just so you know, you get a refurbished unit in exchange which annoys me as we did buy new and aren't asking to have problems. We paid for brand new in the first place not refurbished so I feel I should get some refund back. It took about ten days overall because yes they take like 48 hrs to reply in between but one thing I liked is that you don't have to wait to send the old before they ship the replacement. In my case I used my Note 3 anyway but they shipped the replacement as soon as they generated the shipping instructions to me for the return of mine.
The other thing is in my case I'm not sure if this is a phone issue or carrier issue but it's an issue with my house and signal reception for phone calls on the two lines not being equal and calls dropping and not being sustainable on SIM 2. Unfortunately, already SIM 2 disappeared three times today for a brief period rendering no cellular connection which clearly would have dropped any active calls I was on. Not looking encouraging. But it does come back quicker than before so it's improved but still the same problem. In any event, I did have have a successful RMA though I may need a refund altogether at this rate. I hope not.
Sent from my ASUS_Z00AD using XDA Free mobile app
babsk said:
I just went through this on mine.
Click to expand...
Click to collapse
Thanks for the reply. How old was your phone? I bought mine in July and isn't returnable through Amazon, unless I make a special case for it.
I'm getting miffed that this is probably going to take 2 weeks. The length of time it is taking for me to get a working replacement is bothersome. I've had a google nexus phones and tablets and google always cross shipped quickly for free, minimizing the time I had without a working phone, to like three business days.
I'm disheartened.
ASUS seems to think that the ZF is a phone for people that don't actually need their phone.
My phone was newer than yours. Bought it 8/9/15 through Amazon. So actually if I do need to ultimately return it, I wonder if I am in the same bind as you, that it's not returnable through Amazon because it's already past that timeframe. Well, I am going to AT&T on one last attempt today to get another SIM 2 card again although I already did that before. But now I have discovered that my house is NOT the only place that I have reception problems on. It's my general area too. I'm on vacation this week, so at least now is a good time for me to be testing this all out to really tell, and yesterday while about 3 miles from my house but within my township, I tested a call on my second line, and the call dropped. My primary line, SIM 1 was no problem and never is. I also tried several times in the morning before I left my house to even make calls from my second line and could not get a cellular connection, and this is a part-time business line, so obviously I cannot keep this phone and it has to go back. I emailed ASUS and sent a screen shot showing them the second SIM slot blanked out. I get error messaged all the time that it can't find a cellular connection. But then like when I'm in most any other place but my house or near my house-it's okay. However, now I did experience that it's also other spots in my area, and I live in the suburbs of a major city, , where coverage is never a problemso that's a real issue. It's obviously the device as a whole and the second SIM slot is 2G data only-you'd think that shouldn't matter for phone calls only, but why is that the slot not working for me reliably then? Meantime-I haven't heard back yet from ASUS as they are in their 48 hour repsonse window, which yes, is annoying. Because I have another phone I can pop my SIM into if I need to for my business line, I at least can receive my business calls so that they don't drop, not everyone has that opportunity while they are waiting things out. 48 hours is a lousy response time. Later today I'm still going to get another SIM card, but I basically at this point am pretty certain I am going to have to to return the ZF2 to Asus. They can't diagnose why it won't work. I might ask AT&T but then again, this is already taking hours of my life for something that should just plain work.
Sent from my K010 using XDA Free mobile app
Update. Got a new SIM card. It doesn't help the issue. I just got home and tried to make a call and it dropped. It also wouldn't let me check my voicemail. AT&T rep today told me it must be the 2G slot and the towers near my house must be very upgraded and not getting much 2G and that this yes, would affect phone calls too. This really ticks me off though because then why should ASUS sell a phone where the other slot is potentially not going to work for US based customers who have 3G and higher networks? This is a waste of my time. Now I have to go through ASUS and explain that they have no right selling a phone that I can't get calls to my 2G slot on. I just started picking up business too. But I was getting calls in other places during my return time window with Amazon and not on calls at home yet but it started to pick up in late summer. and I am losing money I bet. .Even if it lets me call, the calls drop.I.have had no coverage in SIM 2 for almost 45 minutes now. That is just outrageous. Uhm-- Not usable at, totally worthless. Seems I live in a very upgraded area. Too good for this phone's second slot. And NO response from ASUS yet. Well the phone is history and going back and they better give me my money back.I have documented trips to AT&T and chat sessions too. I'm so glad I got the SIM 1 card re provisioned back to the Note 3 and kept it that way when I needed to use the Note 3 while waiting and wanted LTE back. Bummer.I really wanted to keep this. I like the phone otherwise. I really do. I'm disappointed.
Sent from my ASUS_Z00AD using XDA Free mobile app
The ultimate update: Amazon came through for me. ASUS of course wasn't going to refund my money back to me. I was out of my return window with Amazon but I had no way of knowing I was going to have phone call reception problems a month later since I wasn't having them earlier in other locations. But I emailed Amazon today and explained all my efforts and they agreed my situation was extenuating and they granted me an exception and they allowed me to return my Zenfone. It went back today and I was already issued a full refund back to my card. I shipped it off promptly too. The thing is history. It got worst as time went by on that SIM 2, and all because my area obviously is upgraded, so clearly that is a bad move on ASUS' part to have made it a 2G slot. I just am so thankful that Amazon made an exception. See-at first I got calls okay because my full-time job location is a good 30 miles west of where I live so not as upgraded, so of course coverage is different, and calls to my part-time business were coming to me during the day, not later in the evening like when I'm home, so of course, how would I know that my home was a problem area until the one time I got a call and it didn't work, and now that things are picking up and I DO need to speak to people in the evening, it IS now relevant. But during the return timeframe window, I would not have yet detected that. Amazon thankfully recognized the validity of all of this and my two trips to the store to get a new SIM card and all my on line chats with AT&T tech support and so as well as getting a whole replacement phone to try to resolve this issue that obviously is unresolvable. In fact, my issue got even worse with the replacement phone and new SIM card. So the phone is gone and I'm back to two phones and I'm looking at getting that dual SIM Blu Pure XL although I admit I am now gun shy after the Zenfone2 experience. Of course I now know to be vigilant and return immediately so I might risk the Pure XL after all although it will require another trip to AT&T to get another micro SIM since I now have to get a nano SIM for my Windows phone for my second line and then if I get the Pure XL, get the second SIM back to micro. This stuff never ends!
Sent from my K010 using XDA Free mobile app
Buying it from Amazon does help.
Yes it is a good thing indeed! And I opted to not change SIM cards around. I'm using a cheap Alcatel One Touch-the original phone I got as the second line until I decided to have two high end ones. So at least no more trips to AT&T hopefully. Problem is that the Pure XL is now delayed so I am two phoned a while longer. I do like My Note 3. It's a good phone so at least it's getting more use in the meantime.
Sent from my SAMSUNG-SM-N900A using XDA Free mobile app
Did any of you have an unlocked bootloader? Just curious if ASUS cares...
'busa said:
Did any of you have an unlocked bootloader? Just curious if ASUS cares...
Click to expand...
Click to collapse
For once no. Sorry I couldn't answer that for you.
Very bad experience going through Advanced Replacement of Zenfone 2
I did a mistake of buying Zenfone 2 for CAD 400+ including taxes. It used to become extremely hot but I ignored it. Then after 10 months of use the screen started to flicker and started having vertical stripes. I tried to use Asus Advanced Replacement program. The agent sent me information asking me to provide my credit card information to put a hold on my card. I did and they put a USD 400 hold. A day later I received an email that I should resubmit my card information as the agent was not properly trained and provided wrong information.
I contacted customer service to avoid having double hold on my card, the agent told me NOT to resubmit the credit card information and ASUS will fix it on their end. For several days nothing happened with several calls to ASUS. At the end of the week, one agent investigated to resubmit my information. I did and it did work but guess what?
They sent me a replacement phone which has exactly the same issue of screen flickering with vertical stripes out of the box. Really bad quality control by Asus Canada (they shipped the unit from their Markham office). Any way I sent my original phone back to remove hold on my card and contacted Asus again for issues in the replacement unit.
Asus this time asked me to offer cross shipment that is I send the phone by Fedex (paid by Asus) and call customer support to provide the tracking number. Asus would send another phone before receiving the phone I sent. I did call them and provided the tracking information and Asus agent was able to verify it on Fedex website
As of today, Fedex website shows that Asus have already received the unit. However they have not shipped the replacement from their side (breaking their contract). I contacted several times to Asus and each person told me a different story. The last agent told me that they will ship the unit within 48 hours and she has not seen in my case anything about the tracking information. Does this means that previous agents did nothing? And why 48 hours after receiving the unit, it was supposed to be cross shipment.
Over all
Very bad customer service and untrained agents at Asus based on this experience
Very BAD quality control as the first replacement unit was faulty out of the box.
The original unit did not worth CAD 400+ at all
junaidasim said:
I did a mistake of buying Zenfone 2 for CAD 400+ including taxes. It used to become extremely hot but I ignored it. Then after 10 months of use the screen started to flicker and started having vertical stripes. I tried to use Asus Advanced Replacement program. The agent sent me information asking me to provide my credit card information to put a hold on my card. I did and they put a USD 400 hold. A day later I received an email that I should resubmit my card information as the agent was not properly trained and provided wrong information.
I contacted customer service to avoid having double hold on my card, the agent told me NOT to resubmit the credit card information and ASUS will fix it on their end. For several days nothing happened with several calls to ASUS. At the end of the week, one agent investigated to resubmit my information. I did and it did work but guess what?
They sent me a replacement phone which has exactly the same issue of screen flickering with vertical stripes out of the box. Really bad quality control by Asus Canada (they shipped the unit from their Markham office). Any way I sent my original phone back to remove hold on my card and contacted Asus again for issues in the replacement unit.
Asus this time asked me to offer cross shipment that is I send the phone by Fedex (paid by Asus) and call customer support to provide the tracking number. Asus would send another phone before receiving the phone I sent. I did call them and provided the tracking information and Asus agent was able to verify it on Fedex website
As of today, Fedex website shows that Asus have already received the unit. However they have not shipped the replacement from their side (breaking their contract). I contacted several times to Asus and each person told me a different story. The last agent told me that they will ship the unit within 48 hours and she has not seen in my case anything about the tracking information. Does this means that previous agents did nothing? And why 48 hours after receiving the unit, it was supposed to be cross shipment.
Over all
Very bad customer service and untrained agents at Asus based on this experience
Very BAD quality control as the first replacement unit was faulty out of the box.
The original unit did not worth CAD 400+ at all
Click to expand...
Click to collapse
What's with the duplicate post?
Sent from my ASUS_Z00A using Tapatalk

Communication From Samsung Regarding Exchange Has Been Abysmal

Not sure if it has been better for others but communication from Samsung Uk has been abysmal. I had several calls and emails regarding the exchange but never received a date or information regarding how it was to happen. I had a number of email after 19th September advising me to contact Samsung if a date hadn't been given for the exchange. The same story was told each time, that someone would be in touch. On one call the adviser told me that I must contact the service provider and she just couldn't understand that the phone was purchased directly from Samsung. An email also contained instructions how to back up your phone which actually showed how to transfer data from your old phone to the new using Smart Switch - what courier would wait while you did that? Eventually I was given a number to contact the exchange department and was at last given a date of Monday 3rd October and that someone would contact me with the procedure which would include return of everything originally delivered. I wouldn't be able to exchange at the Samsung store - it had to be done through the courier although I was previously advised that I could chose. The replacement was delivered 29th September !!!
I have received a £20 voucher - hardly covers phone calls never mind time !
Surely a company like Samsung can do better than this.
Never mind, the phone (bomb version and replacement) is fantastic - best ever in my opinion.
sorry to hear about your experience, in my case, I first contacted Samsung Samsung via chat, useless, but, Registered my product, later, I went directly with my service provider, but they only told me that they didnt have the protocols for the exchange, so I waited, later I received a call from samsung, then, they gave the known alternatives, refund, exchange, or an s7 edge, and a date to receive an exchange, 30th sept, two days later my provider called, telling me exctly the same, but urging me to take the phone to them before 30th sept, I did it, and they will replace the phone on 4th Oct, all this with Telcel Mexico
yes really bad service from Samsung.....
The initial reaction and response from Samsung impressed me. Normally companies deny any such problem. Remember its a tiny tiny % of phones that have gone bang. Of course that's one too many, however for a major company to throw their hands in the air and admit their was a problem, impressed me especially knowing the fruity brand was due to release its new mobile. The timing couldn't have been worse for Samsung. Not to mention the beginning of a saga for us!
Where the problems started was the call back was NOT made 'official' so different Samsung importers handled the situation in different ways causing mass confusion.
I don't think two countries world wide have handled the situation in the same way and that's an awful problem that has lead to customers being messed about, confused and frustrated thus causing Samsung to lose an awful lot customer good will.
Do you realise I have yet to receive my FIRST free gift being the VR head set? Some posters here moan and groan about not having compensation etc, I still await the fulfillment of my initial order placed way back in August! Samsung have not made things easy for themselves at all. Its been a bloody nightmare here. Thank heavens the new replacement is a great mobile. If it had not been I have zero idea what I would have done BUT you may well have read about it in the news papers! Sort of, "Samsung importer has emergency operation by proctologist" etc.
Ryland
Simple:
All people needs study electrical parts, to Get Ride of these pigs, doing themselves your batteries, escaping this and more companie's dependency, sending them back to the place their once came!
Knowledge, the minimum of electrical parts in all schools!
Same here, TERRIBLE experience from samsung.com. I've been calling those idiots many many times since they started the #galaxynote7 recalls. Every time when I called, they always says, "you'll be getting the return shipping label in 3-5 day. Now. a month gone by, still no mail from samsung. Good thing that I paid through paypal. I filled dispute charges. 10 days later NO respond from Samsung.com.
Nowwww drum roll........ Paypal refunded me back $925.43. :laugh:

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