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So I started my first contract yesterday with phones4u and the plan is rubbish £37.00 a month with 600 minutes and unlimited texts and 750mb. I filled in a sheet known as are you happy and now they are using that against me to say I was happy with the purchase and their are no exchanges or returns. So I was thinking do any of you know a possible excuse that would give me a exchange or return. The only think I have came up with is to tell the head office of phones 4 u that the o2 signal is no good in my area and I want to return the phone or change carriers the phone is a htc one x white. I did ask phones 4 u for help on this problem but they said they have no power over the contract and only the head office so I will ring them up and ask them can they knock the price down but I would rather return the phone. I need a good reason to return it or exchange it any ideas would be greatful I have used the phone and sim but this doesn't make any difference because when I was returning it today it was sealed and they were not bothered. When I went to phones 4 u yesterday I told the women when she asked me about my budget that I do not want a contract higher than £36 but the sales women failed to acknowledge that and still offred me a crap plan. I was going for a better deal but orange declined my credit check but o2 didn't. The sales women told me that yesterday she told me that after I sign there are no returns but I can't remember.
Sent from my HTC Desire HD A9191 using XDA
Think ur stuck in that contract, it's down to yourself to read what your signing before you sign it.
As for saying you have no signal, they will probably check how frequently the phone has been used to make receive calls and texts to see if you really do have signal.
If you have been missold the contract though you may be able to get somewhere, but at the end of the day you would have been giving a chance to read the contract before signing away.
Sorry to say I think you may be stuck.
Sent from my HTC One X using xda premium
aliHTCDHD said:
So I started my first contract yesterday with phones4u and the plan is rubbish £37.00 a month with 600 minutes and unlimited texts and 750mb. I filled in a sheet known as are you happy and now they are using that against me to say I was happy with the purchase and their are no exchanges or returns. So I was thinking do any of you know a possible excuse that would give me a exchange or return. The only think I have came up with is to tell the head office of phones 4 u that the o2 signal is no good in my area and I want to return the phone or change carriers the phone is a htc one x white. I did ask phones 4 u for help on this problem but they said they have no power over the contract and only the head office so I will ring them up and ask them can they knock the price down but I would rather return the phone. I need a good reason to return it or exchange it any ideas would be greatful I have used the phone and sim but this doesn't make any difference because when I was returning it today it was sealed and they were not bothered. When I went to phones 4 u yesterday I told the women when she asked me about my budget that I do not want a contract higher than £36 but the sales women failed to acknowledge that and still offred me a crap plan. I was going for a better deal but orange declined my credit check but o2 didn't. The sales women told me that yesterday she told me that after I sign there are no returns but I can't remember.
Sent from my HTC Desire HD A9191 using XDA
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As far as I understand it (somebody will correct me if i'm wrong!), in this country you have a 14 day cooling off period after signing up for a phone contract were you can cancel it without having to give a reason.
I got exactly the same deal as you on t-mobile through buymobilephones.net for £26 p/month so that deal is very poor.
I suggest you ring phones4U and tell them you would like to cancel the contract and quote this '14 day cooling off period.'
14 day cooling off is only for online or phone sales not shop. When you approach the store and sign there isn't much you can do.
Sent from my HTC One X using Tapatalk 2
Yup you are stuck in the contract. I have only managed to get out of 1 contract but that was only because 3 killed the mast in my area and left me with no mobile signal for over 2 months. It took me another 4 months to get out of the contact ( and this was not easy ) but eventually after getting in touch with the comms regulation board they admitted that there was a loss of signal in my area (after they tested) and release me with a refund and no extra charges.
So if you do try to go down the route of no signal be warned they will test and check.
aliHTCDHD said:
So I started my first contract yesterday with phones4u and the plan is rubbish £37.00 a month with 600 minutes and unlimited texts and 750mb. I filled in a sheet known as are you happy and now they are using that against me to say I was happy with the purchase and their are no exchanges or returns. So I was thinking do any of you know a possible excuse that would give me a exchange or return. The only think I have came up with is to tell the head office of phones 4 u that the o2 signal is no good in my area and I want to return the phone or change carriers the phone is a htc one x white. I did ask phones 4 u for help on this problem but they said they have no power over the contract and only the head office so I will ring them up and ask them can they knock the price down but I would rather return the phone. I need a good reason to return it or exchange it any ideas would be greatful I have used the phone and sim but this doesn't make any difference because when I was returning it today it was sealed and they were not bothered. When I went to phones 4 u yesterday I told the women when she asked me about my budget that I do not want a contract higher than £36 but the sales women failed to acknowledge that and still offred me a crap plan. I was going for a better deal but orange declined my credit check but o2 didn't. The sales women told me that yesterday she told me that after I sign there are no returns but I can't remember.
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In what way did the contract trick you, as your thread title claims? You must have known what you were signing up to (and if you didn't, well...), and you apparently even told them you were happy with it.
Maybe you've changed your mind or seen a better deal and you're not happy now with paying £37/month, but that's a different matter.
Sorry if that sounds harsh, but there are far too many people who rush into long term commitments (of all sorts) and then scream "it's not fair" or "I didn't know".
Even tho phones for you say they have a no returns policy you can 14 day it! I 14 dayed a note this year as the vodfone signal in my area was shocking. Phones for you cancled it there and then. If they feed you with some **** and bull explain to them that if the signal is not serficiant in your area they cannot provide you with a full serive. This info came from someone that i no at carphone warehouse who used to work for p4u
Sent from my HTC One X using xda premium
O2 have a 14 day cooling period.
http://community.o2.co.uk/t5/Pay-Monthly/14-day-cooling-off-period/td-p/208924
Sent from my HTC One X using xda premium
http://www.o2.co.uk/termsandconditions/mobile/our-latest-pay-monthly-mobile-agreement
Sent from my HTC One X using xda premium
aliHTCDHD said:
So I started my first contract yesterday with phones4u and the plan is rubbish £37.00 a month with 600 minutes and unlimited texts and 750mb. I filled in a sheet known as are you happy and now they are using that against me to say I was happy with the purchase and their are no exchanges or returns. So I was thinking do any of you know a possible excuse that would give me a exchange or return. The only think I have came up with is to tell the head office of phones 4 u that the o2 signal is no good in my area and I want to return the phone or change carriers the phone is a htc one x white. I did ask phones 4 u for help on this problem but they said they have no power over the contract and only the head office so I will ring them up and ask them can they knock the price down but I would rather return the phone. I need a good reason to return it or exchange it any ideas would be greatful I have used the phone and sim but this doesn't make any difference because when I was returning it today it was sealed and they were not bothered. When I went to phones 4 u yesterday I told the women when she asked me about my budget that I do not want a contract higher than £36 but the sales women failed to acknowledge that and still offred me a crap plan. I was going for a better deal but orange declined my credit check but o2 didn't. The sales women told me that yesterday she told me that after I sign there are no returns but I can't remember.
Sent from my HTC Desire HD A9191 using XDA
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Coverage is your only viable excuse, or faulty handset, as trading stanards and citizen advice bearu will tell you,
Sent from my HTC One X using xda premium
1st mistake: you went to phones4u
2nd mistake: you signed a crap contract
sorry if it sounds a bit harsh, but if you knew it was a crap contract why did you sign it? But I do want to help as I know how you feel as I've had a bad experience with them before and knowing what they're like they more than likely pushed and pressured you into signing that contract.
phones4u sales people in their store are dicks, all they do it want to make a sell and then never see you again. they don't want to hear about any issues you're having or help you out at all once they've made the sale.
they used to say contract phones could be returned within the 14 cooling off period provided by the network provider but they seemed to have changed their tune now. see link:
http://support.phones4u.co.uk/pe/action/km/viewelement?id=10100262&channelID=10&portalPageId=10256075
the best bet you have now is calling phones4u customer service line, they are a heck of a lot more helpful than the sale driven idiots in their stores:
you should be able to reach them on 0800 0725858 or 01782 673100
also a piece of advice, if you have spoken to customer service and they authorise the return make sure you get a reference number and then get to the store while the customer service lines are still open, otherwise they will make excuses like, no we don't take returns, can't find you case number on the system, well can't speak to customer service now as they are closed, you'll have to keep the phone (this happened to me)
o2 has a 14 day cooling off period which you can cancel and return the phone, but I am unsure of what the agreement is when you don't buy directly from them. But you can also call them for free from you o2 phone, on 202.
hope this helps you get this sorted, also if you feel that the people in store did not help you and pressured you into the contract, being unprofessional etc you should also make a complaint to the head office after this is all resolved and they may offer you some compensation.
btw, you will always likely to find a better deal online. and next time avoid phones4u like the plague, and always check if there is any cancellation policy. if not do not sign anything unless you are 100% sure its what you want and its the best deal.
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
Sent from my SPH-L710 using xda app-developers app
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.
Sent from my SCH-I535 using xda premium
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
Sent from my SCH-I535 using xda premium
All insurance is a scam....lol. tc
Sent from my cm_tenderloin using xda app-developers app
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
Sent from my cm_tenderloin using xda app-developers app
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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
Sent from My Epic Ice Cream Sandwich With Sprinkles!!!
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
Sent from my SCH-I535 using xda premium
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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?
Sent from my SGH-I897 using xda premium
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.
Sent from my SCH-I535 using xda premium
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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Click to collapse
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
Sent from my SPH-L710...if some one helps you press the thanks button
Ok so i sold my iphone 4 and bought htc one x from craigslsit.
it worked fine that day and then suddenly a few hours later the voice message that i cant make calls. no problem. took it to att they said its stolen
give it back to us. what? are u gonna pay me the price i paid for the phone. left the store. called the guy 100 times , ringing - never picked up the phone. ok filed a police report. detective wants to talk to me but i dont have a phone, have a sim that is blocked. didnt go to my work for at least a week becuase i missed all the important calls. no reponce yet from police and from the seller. i have the proofe - his ad, his ethnicity and phone number. ok i may be receive call from detective with in 3-4 days on my dads cell, so they can start tracking that guy. not worry much about the timing process to catch the seller. but guys i cant even imagine what att did. my line is under my dad's account and he has 5 lines. now just bu putting my sim card in the stolen phone. all the lines are cancelled because they said its under the federal law to cancel all the line if aught using the stolen phone so now all my family members are sittting in house. finding a solution to this matter. just wanna have some of the member opinion on this. should i go back to store and give them the phone and lose all the money and in return they will unblock all the lines except mine or wait till the cop catch the buyer. help plz .... :crying:
It doesn't matter how much you paid for stolen goods, they don't belong to you.
I thought this was the One X forum.
Sent from my One X
You're going to lose the money whatever you decide to do, because even if they catch him the phone's not yours; I'd imagine they'll take it off you anyway to try and return to its rightful owner and tell you that you're lucky not to be charged with handling stolen goods.
I don't think you're going to get any useful advice on your situation on here if I'm honest.
Get yourself a good lawyer.
Sent from my HTC One X using xda premium
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
Click to expand...
Click to collapse
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.
This is my story regarding the HTC-US 1-year free replacement phone warranty, which it failed on me. If you are currently interested in any of their phones, read my story and think again.
I live in USA. About 6 months ago, I broke my phone screen. It's still functional but hurt my finger. I filed a claim for replacing my HTC10 on 11/3/2017 as it’s still within 1-year free replacement warranty. I chose the advance exchange program and I was told I will receive a new phone about 20 days due to high volume demand at that period.
A month later, I did not receive the new phone. I wrote another e-mail to HTC. No response. I called the customer service, the person said there is something they need to sort out so they will call me back. No response. I had no other way and I need my phone to be repaired soon. I found a store to fix the cracked screen for me. That cost me $180.
Since then, I’d heard nothing from HTC. They even hold my credit card balance ($599 value) for more than 3 months. Yet, today (4/19/2018) I received a phone call from someone who claimed to be from the HTC customer service. It’s been more than 5 months.
At first, the customer service staff told me that HTC will send me a new phone with a newer model, HTC U11, with no charge. I said, "Fine, I will take it.". Then that person said you must still have your HTC 10. I said, “Sure I still have it”. Then he said I have to send my HTC10 back to the company so they can send a new phone after they received it. He emphasized, “This is company policy”. The attitude was quite rude and his English accent was kind of hard to understand. I did not agree because I need a phone at any time, and it’s currently working fine (I spent $180 to fix it). I asked why not send the phone first as the program agreed then I will mail the old one back once I received it. That person repeated the same statement and tried to force me to send the phone to them first.
The call ended unpleasantly and I didn’t agree to send the phone back to HTC because it’s too suspicious. How can I trust what you said given that I never receive the phone you promised. How could I know you will send the new phone to me if I send mine to you? Nevertheless, HTC, it’s you fail to fulfill the agreement, which originally, you said you will send me a new phone within 14-20 days. I have the original chat transcript.
I felt very disappointed after receiving that phone call. I really thought I've let it go because my phone is now working fine. But that call with a very rude attitude makes me angry. It doesn't sound they want to settle the dispute but force me to give up the claim. I really couldn’t believe that’s how HTC treats its loyal customer (I’ve bought more than 8 HTC phones). I will post this anywhere on cell phone related forums and report to BBB as well. I hope these actions will get HTC attention and hope they will learn when people start taking action on them.
I hope my story warn you the bitter truth even it's coated sugar. I hope everyone really knows what they spend money for.
HTC has two ways of doing exchanges, one is where you send the phone back and get a new one. Second is they send you the phone under the pretense that you place a hold on your credit card and send them the old phone after you get the new one.
I also had a big issue with HTC, they took over 3 months to send me a new phone (although they did place a hold on my account the same day i filed a claim)
Eventually I did get my phone back. They claimed that the reason it took so long was because they were moving their repair center to Texas, and soon after a hurricane hit Texas, which delayed the process even more.
I agree, they take way too long
yungyeh said:
This is my story regarding the HTC-US 1-year free replacement phone warranty, which it failed on me. If you are currently interested in any of their phones, read my story and think again.
I live in USA. About 6 months ago, I broke my phone screen. It's still functional but hurt my finger. I filed a claim for replacing my HTC10 on 11/3/2017 as it’s still within 1-year free replacement warranty. I chose the advance exchange program and I was told I will receive a new phone about 20 days due to high volume demand at that period.
A month later, I did not receive the new phone. I wrote another e-mail to HTC. No response. I called the customer service, the person said there is something they need to sort out so they will call me back. No response. I had no other way and I need my phone to be repaired soon. I found a store to fix the cracked screen for me. That cost me $180.
Since then, I’d heard nothing from HTC. They even hold my credit card balance ($599 value) for more than 3 months. Yet, today (4/19/2018) I received a phone call from someone who claimed to be from the HTC customer service. It’s been more than 5 months.
At first, the customer service staff told me that HTC will send me a new phone with a newer model, HTC U11, with no charge. I said, "Fine, I will take it.". Then that person said you must still have your HTC 10. I said, “Sure I still have it”. Then he said I have to send my HTC10 back to the company so they can send a new phone after they received it. He emphasized, “This is company policy”. The attitude was quite rude and his English accent was kind of hard to understand. I did not agree because I need a phone at any time, and it’s currently working fine (I spent $180 to fix it). I asked why not send the phone first as the program agreed then I will mail the old one back once I received it. That person repeated the same statement and tried to force me to send the phone to them first.
The call ended unpleasantly and I didn’t agree to send the phone back to HTC because it’s too suspicious. How can I trust what you said given that I never receive the phone you promised. How could I know you will send the new phone to me if I send mine to you? Nevertheless, HTC, it’s you fail to fulfill the agreement, which originally, you said you will send me a new phone within 14-20 days. I have the original chat transcript.
I feel very disappointed after receiving that phone call. I really thought I've let it go because my phone is now working fine. But that call with a very rude attitude makes me angry. It doesn't sound they want to settle the dispute but force me to give up the claim. I really couldn’t believe that’s how HTC treats its loyal customer (I’ve bought more than 8 HTC phones). I will post this anywhere on cell phone related forums and report to BBB as well. I hope these actions will get your attention and hope you will learn when people start taking action on you.
I hope my story warn you the bitter truth even it's coated sugar. I hope everyone really knows what they spend money for.
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Took 5 months for me. They prematurely charged my card instead after having my card on hold for 3 months. Since I haven't received the phone and they already billed me (it actually posted instead of pending), I wasn't going to be paying it on my credit card bill, it was an easy charge back win. I got my money back, I finally got a new refurbished phone 2 months after. Since I got my money back, I closed my card and felt no longer obligated to send my old phone back. Never going back to HTC devices. Moved on to Samsung, which isn't any better in terms of warranty, but it's not any worse.
Guys thanks for your replies.
As I start to research this issue, I've found more bitter in their game. It seems many people didn't even receive their phones back after sending their phones to HTC for replacement if they intended to use the so-called "HTC UH OH™ Protection" program. If they asked for a repair, some of them might have to wait for several months (or in some extreme case, a year) to get their phone back. This is really ridiculous.
What terrifies me is that they have done this for years but no one had ever won a situation like this even once.
Besides BBB, is there any other customer protection group or foundation that might help a situation like this? Have you guys ever heard any winning case?
yungyeh said:
Guys thanks for your replies.
As I start to research this issue, I've found more bitter in their game. It seems many people didn't even receive their phones back after sending their phones to HTC for replacement if they intended to use the so-called "HTC UH OH™ Protection" program. If they asked for a repair, some of them might have to wait for several months (or in some extreme case, a year) to get their phone back. This is really ridiculous.
What terrifies me is that they have done this for years but no one had ever won a situation like this even once.
Besides BBB, is there any other customer protection group or foundation that might help a situation like this? Have you guys ever heard any winning case?
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Click to collapse
I won, I got a free phone from them. All I had to do was make a call to my credit card provider. They took care of it all for me.