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Not to beat a dead horse hear but is anyone else having a hell of a time getting a tilt from our good ol reliable at&t stores? To first answer the obvious question; Why dont I just buy it online and shut the f_ _ k up about it? Answer- Because I have a hook up which will get me the device for next to nothing.
I am just wondering if anyone else is finding the shipments to actual stores as big of a ***** as me?
Thanks
Paul
Yup
I went to an ATT store in downtown Brooklyn on Monday, they told me they had Tilts, but they were not selling them to anyone not renewing their contracts. I ended up ordering mine online that day (no commitment). I got it this morning XP
I too have an in store hookup. He finally gave me a call yesterday. None of my stores got them in until a week and a half after release.
I was a little disappointed with their release of the phone and lack of distrobution but at least I got it now and it rocks.
The store local to me has them in stock on 10/7 and still have some. But they had no accesories (car charger, cases, headphones, etc.) and didn't even have one on display. I bought mine online, and had it the next day.
I had to call all the stores from Wall Street to Jersey City, and finally found ONE and she put it on hold for me to pick it up after work. Talk about a hard device to get a hold of! But, it was well worth it.
I just find it a bit odd that a corporate store in orange county has a harder time getting devices. If anything considering the 3g network up and running and even now (supposedly) HSUPA! Just think it just shows how retarded at&t really is. Thanks for the feedback everyone. Has anyone in the greater los angeles/ orange county area been able to get one from a local store?
The distribution center is 30 minutes from my house. How much you willing to pay for one?
GWelker62 said:
The distribution center is 30 minutes from my house. How much you willing to pay for one?
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How bout a carton of Marlboro's? LOL
You really in prison, damn our tax dollars hard at work again. Are you really that close to the distribution center? Is it in Cali or Texas? I will be waiting for my bro at the at&t store considering the discount Ill get but thanks for the offer.
In Silicon Valley, each of the local AT&T stores got a few on initial release and they were all sold in 1 day. My local store got a few more and called me since I had asked to be notified. By the time I called back, there was just one left and I was lucky to get it.
These things are hot at least in areas of high tech geek concentration ;-)
No offense of course since I am definitely one of those high tech geeks.
Ira
Order online. I had mine in two days.
Of course after I received it, one of the buttons didn't work, so I had to return it to a store for a swapout. It took quite a few calls, but i finally found one about 45 minutes from me.
Tip - If you order online, put in on a credit card. If for some reason you need to return it to a store within the first 30 days, that's the only way you'll be able to. Luckily I put mine on a card. If you have it charged to your monthly bill, you'll have to ship it back in and pay for a replacement unit. The problem is it could take several bill cycles to get the credit.
Another Tip - When you call the stores, hit option 2. IF you're lucky, you'll get an instore sales rep. For me, that was very hit-or-miss.
swtaltima said:
I just find it a bit odd that a corporate store in orange county has a harder time getting devices. If anything considering the 3g network up and running and even now (supposedly) HSUPA! Just think it just shows how retarded at&t really is. Thanks for the feedback everyone. Has anyone in the greater los angeles/ orange county area been able to get one from a local store?
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I'm in South Orange County and got mine from my buddy yesterday from a Corporate store. He held onto one of the first ones they got for me. They may have some more, I'm not sure.
swtaltima, call the kalaidescope at&t off of the 5 and crown valley, got mine there last friday...good luck. Chris
swtaltima said:
How bout a carton of Marlboro's? LOL
You really in prison, damn our tax dollars hard at work again. Are you really that close to the distribution center? Is it in Cali or Texas? I will be waiting for my bro at the at&t store considering the discount Ill get but thanks for the offer.
Click to expand...
Click to collapse
Yes I am in prison (aka marriage ).
I live in the DFW area and there is a DC in Fort Worth. Every time I've ordered a phone or sent one back for warranty, it was from/to there. I don't know if I could actually purchase from there, but I've been tempted to stop by and see what happens. What's the worse thing that can happen... they tell me NO.
I got mine on 10/5 at a local store. I'm guessing it was the first one sold in MI, lol
My AT&T Tilt/Kaiser LCD screen was cracked, and I called HTC (1.888.617.1113) just now (Oct 30). HTC told me that they do not provide any service/RMA for this model for the time being. Asking when will the service be available? The answer is "Not Sure!" This is quite disappointing!
So, watch out your Kaiser/Tilt. Use it carefully.
I asked how much it costs me to replace the LCD once the service is avaiable. The estimated cost will be from $120 to $180.
Is what you have AT&T branded or HTC branded?
this is normal, and it's the same in most counties, if your at&t messes up, you take it to at&t for repair, it's like that for most carriers, if you have the HTC Tytn 2, you have to send it back to whom you got the phone from, or to the county that the phone was registered to, US will not repair anything, thats because it's not officially sold yet.
thats one disadvantage buying from online store, where most of the products are imports.
kms
lostinvt said:
Is what you have AT&T branded or HTC branded?
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Mine is a AT&T Tilt. I bought it from AT&T last week. On the 2nd day, the screen cracked.
You'll need to go through AT&T for service (that's why you buy it from them). Perhaps they'll offer you a "refurbished" model in exchange...
Alternatively, if you purchased by a qualifying credit card, you might want to pursue a "purchase protection" route. This phone (like all PDA devices) is explicitly not covered by AT&T's insurance providers.
Don't shy away from a refurbished unit, they are so new, most likely you will get a new one. That's what happened with my 1st 8525 that failed in the first few weeks, I got a new one.
Maybe this helps: http://forum.xda-developers.com/showthread.php?t=337102
aaronwms said:
Mine is a AT&T Tilt. I bought it from AT&T last week. On the 2nd day, the screen cracked.
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Take it back to ATT -had issues with my 1st Tilt, and they replaced it-no problems. + it's on a 30-day, no questions asked return. They didn't give me a hassle at all.
goestoeleven said:
You'll need to go through AT&T for service (that's why you buy it from them). Perhaps they'll offer you a "refurbished" model in exchange...
Alternatively, if you purchased by a qualifying credit card, you might want to pursue a "purchase protection" route. This phone (like all PDA devices) is explicitly not covered by AT&T's insurance providers.
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Click to collapse
why do they offer insurance for $4.99 per month if they will not honor a phone replacement? I have the option to add insurance.
unless insurances has been purchased, i doubt at&t will even do anything, crack screen is not covered under any warranty.
kms
Fastkill said:
why do they offer insurance for $4.99 per month if they will not honor a phone replacement? I have the option to add insurance.
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AT&T explicitly told me in the store that there is NO insurance available for this phone, and I have a premier account, so unless you know something the rest of us don't, insurance is NOT available.
Yes, it's ridiculous that you can add the option to include the insurance, but if you try and make a claim, they'll tell you that all PDA's are excluded from the plan.
If you're already paying for insurance, call AT&T and demand a refund (they'll give it to you and confirm that PDA's aren't covered).
You might be able to add insurance but its up to the consumer to know what they are adding if they do it themselves. On the ATT Insurance page they explain the entire process and list a link for Ineligible Devices. Problem is most people click thru without learning what they are adding thinking they know.
Insurance Homepage
http://www.wireless.att.com/learn/basics/choosing-features-services/wireless-insurance.jsp
Ineligible Devices
http://www.wireless.att.com/learn/en_US/pdf/IneligibleEquipmentList.pdf
Mario_Nissan said:
Maybe this helps: http://forum.xda-developers.com/showthread.php?t=337102
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First of all, I took my Tilt back to AT&T, and they refused to swap me with a new or refubrished phone. They won't exchange any phone with physical demage (in my case, a crack screen) once I left the door the day I purchased the phone. Also, AT&T won't sent back the phone to HTC for me. I have to do it by myself. I bought the phone in Daly City, California AT&T store, they have lots of lousy people working there especially the assistant store manager, so erogant and bad attitude. For that, I have formally complainted him to customer service already.
Luckily, I purchased the phone with American Express card, and I can get purchase protection from AE. That's why I called HTC, and they said they are not providing any service for Tilt/Kaiser now. I was suggested to call back in two weeks checking the availability of the service.
Because of your thread, mario, I bought the LCD screen from Nicholas. The shipment is on its way. I followed your instructions in the thread, and unscrewed 4 screws at the back of the moving part, I dared not to go further because I cannot remove the case. Any technique you can share with me? I won't try again until I physically receive the shipment from Nicholas.
aaronwms said:
First of all, I took my Tilt back to AT&T, and they refused to swap me with a new or refubrished phone. They won't exchange any phone with physical demage (in my case, a crack screen) once I left the door the day I purchased the phone. Also, AT&T won't sent back the phone to HTC for me. I have to do it by myself. I bought the phone in Daly City, California AT&T store, they have lots of lousy people working there especially the assistant store manager, so erogant and bad attitude. For that, I have formally complainted him to customer service already.
Luckily, I purchased the phone with American Express card, and I can get purchase protection from AE. That's why I called HTC, and they said they are not providing any service for Tilt/Kaiser now. I was suggested to call back in two weeks checking the availability of the service.
Because of your thread, mario, I bought the LCD screen from Nicholas. The shipment is on its way. I followed your instructions in the thread, and unscrewed 4 screws at the back of the moving part, I dared not to go further because I cannot remove the case. Any technique you can share with me? I won't try again until I physically receive the shipment from Nicholas.
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If you are still within your 30 days call AT&T customer service and explain to them that the screen has malfunctioned they will send you a replacement overnight. Definitely not greater than 2 business days. The same happed to me when I bought my 8525. It wasn't the screen it was the keyboard, but I was never charged. I took it into to two different at&t stores and was told something the same as you. I'd had the device about 1 week at the two week mark I called 800-331-0500. The gentleman took my information over the phone my replacement arrived the next business day. If you are outside of the 30 days, ask them to transfer you to warranty department. They will send you a refurb unit. I know this because they first tried to connect me to the warranty department to be shipped a refurb unit until I pointed out that I was within my first 30 of my contract.
The stores make there their money from hardware and accessories. The company makes it's money by keeping you as a customer.
Hope this helps
Why not skip the bastards at the store? Call up CS and chances are, if you keep a pretty good attitude, they'll hook you up with a replacement.
Calling repeatedly sure beats driving down and asking of them in person, especially if you know they're jerks to begin with. Over the phone, get a jerk, hang up and call again.
Last resort, thy pocket pc techs
http://www.pocketpctechs.com/main.asp?area=home
They do some repair work. Not sure if they are able to get parts for the Tytn II, but it seems they are at least fmailiar with things of this nature.
Yea... NO PDA INSURANCE through ATT !!
...that's probably the ONLY thing I miss after switching from Verizon! Vzn does at least honor PDAs on their insurance plans. If ATT had offered it, I would have bought the Tilt instead.
My two options were 1) the local (Chicago) store I bought my TyTN II from offered an extended mechanical warranty at the time of purchase for about $150/yr. They will replace it if anything goes wrong...but there are LOTS of exceptions and clauses in the warranty! 2) I could specifically add the TyTN II to my home owners insurance policy.
For me, this was the best option since it covers mechanical, theft, drops, kicks, splashes (etc) and it won't cost me anything but a small deductible unless/until I ever need to make a claim.
TEC
I too cracked the screen on my TyTN II. I do not have the Tilt version, but I am using it in the USA with AT&T service. I called HTC USA over a week ago and they told me they do service the TyTN II. They gave me an RMA and I shipped it to them last week. They should have received it Monday. I'll keep you posted if they are able to repair it. I also contacted PPC Techs who have the screen on order and are expecting to receive it by Nov 9th. I have used PPC Techs before. They charge a similar price to HTC, $169. They did a great job repairing my former Pocket Loox 720 screen. They had a great turnaround time. I overnighted it to them Monday and I had it back Wednesday.
bersca said:
I too cracked the screen on my TyTN II. I do not have the Tilt version, but I am using it in the USA with AT&T service. I called HTC USA over a week ago and they told me they do service the TyTN II. They gave me an RMA and I shipped it to them last week. They should have received it Monday. I'll keep you posted if they are able to repair it. I also contacted PPC Techs who have the screen on order and are expecting to receive it by Nov 9th. I have used PPC Techs before. They charge a similar price to HTC, $169. They did a great job repairing my former Pocket Loox 720 screen. They had a great turnaround time. I overnighted it to them Monday and I had it back Wednesday.
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Thanks for your advise.
I did call HTC a week ago, and, by then, they do repair Tilt/Kaiser/TyTN II. In fact, I was asked if I want to send my Tilt back to them. If yes, they can send me a RMA number. Due to the fact that I want to compare the repairing cost with local repair shop that I did not get the RMA number. I searched around the repair shops, and NONE of them is able to fix the Tilt for me (may be it is too new model.)
HOWEVER, I called yesterday, the message had been changed. Without getting any information from me, HTC told me that they are not able to provide any service on Tilt/Kaiser/TyTN II.
bersca, you are lucky that you get a RMA number. I do suggest you to keep tracking the status with HTC. I am afraid it may take very long for you to get back you phone. Good Luck!
Ok.. I posted previously of my samsung galaxy s being sent away november 3rd and going to the store 3 times and calling in 10 times since..they said my phone was gone....and hadn't come back. This was yesterday.....I just called bell customer service hotline and guess what??!!!!!
My phone was signed off by the repair lady at bell on december 29 2010, she received it at the store!! This is bull****!! I have been lied to for the past 2 months or so all the reps saying my phone was gone and even went in person and said it wsnt there.....so I'm asking you guys, I'm gonna pick up my phone tommorow, show them all the dates about shipping to and from repair center...and CLEARLY showing they recevied it DECEMBER 29!!
What can I get out of a company that repeatly lied to me for the past 2 months? Sure ill take the phone but I want compensation for this bull**** management! ...any ideas??
bump could use some help
Sent from HTC Desire Z using XDA App
jark99 said:
bump could use some help
Sent from HTC Desire Z using XDA App
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Please wait 24hrs before bumping threads...
And to be honest, if you have to ask in a forum I don't think you'll make that much of an impression in the shop.
Just express your anger (which is totally valid btw) but I doubt you can start demanding things or compensation and if you get compensation it will be mostly depending on what the shop is willing to do.
Don't go to a store for this, they can't and probably won't help. Call customer service and tell them you have a problem that you have not been able to get help with and would like to speak to customer retention
Have as much proof of your case as possible. Exact date you brought the phone in, the exact date you got your phone back, the dates you spoke to customer service, etc.
Be nice, be assertive, but never be aggressive and never get angry. When a person is faced with aggressiveness or anger, they become defensive. They have the power in the situation, but you have the ability to change that.
Say your story to as many people as you have to at Bell. Don't be angry if you get passed around to other people. Always keep a record of who you talked to, when you talked to them, how long you spoke and the outcome.
Don't threaten, don't be abusive, don't yell. Do be nice, do smile (believe it or not, it will come through in the call), do be pleasant and always be assertive, but not aggressive.
If you call customer service and get an overseas rep, ask to be transferred to someone in Canada.
What do you want from Bell? What will you ask for them to do? Make sure it's not a ridiculous request.
Something like this is a good start to a phone call...
Hi, I am having a problem that I hope you can help me with. I have been with Bell Mobility for (amount of time with bell). My phone died on (Date) and I brought it in to (Specific Store) for servicing. I was told by the Bell representative that it will take (How long) and I left. When I called back on (Date) to inquire about my phone I was told (Details). I now it can take a while for service from a large company like Samsung, so I waited.
Use expressions like..
I really need your help, It would be great if, I love my phone but, Bell has great coverage but, At the end of my contract I hope Bell has some really nice phones for me to get. Make a little small talk. "I'm in Montreal and we got some snow recently, what's it like where you are?" Being nice can get you sooo far.
If you, are not getting anywhere, insist on speaking to a manager. If they refuse to pass you onto a manager, be persistent, but be nice. If they still refuse, say thank you, hang up and call back to speak to speak to a manager through someone else.
I hope this helped,
Ian
File a complaint with the CCTS.
Sent from my GT-I9000M using XDA App
because im not with bell i called up the repair place a couple of times and they accidentally gave me both the shipping info to and from the repair place. the bell store held onto my phone for 1 week before they sent it to be fixed and 1 week after it was fixed. it could have been a lot longer than a week if i hadnt been in there with the proof it was there and basically yelling at them to give it to me.
arr0ww said:
File a complaint with the CCTS.
Sent from my GT-I9000M using XDA App
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This has nothing to do with the CCTS, wich "rules" the communications.
But rather with consumer service. If you are in Quebec, contact the OPC
http://www.opc.gouv.qc.ca/webforms/PES/PlainteEnLigne/Informations_en.aspx
Call, Complain, *****, Make sure they know your seriously pissed off and won't stand for nothing.
That's about the only advice anyone can give you.... for example, I called Dec 28th about mine, and got the $100 credit at that time. However they kept sending the replacement to the wrong address, I finally received it Jan 26th .... I got back on the phone and raised hell until they reversed my entire months billing since I had no phone due to there screw-ups for that month. End result, my bill has been a total of $29 for 3 months service now between the two credits.
Call the customer service be nice with them and told them your problem and try getting the 100$ credit if this doesn't work you can ask to speak to their supervisor then if it doesn't work the first time try to redo the same process until you find the right person warranty is never a simple thing theres always problems about getting it back to the customer but if your perseverent you'll get what you want.
What has worked for me in the past with poor costumer service and with bureaucracy in general is to constantly call and to keep a track of all communications (record calls and write down who you talked to).
In my experience, as soon as they'll realize dealing with you is more work to them then actually taking care of your phone, they'll take care of your phone..
t1mman said:
This has nothing to do with the CCTS, wich "rules" the communications.
But rather with consumer service. If you are in Quebec, contact the OPC/quote]
first post for me at least.. well
heres my story. bought the SGS on 29th of july. the official froyo jk4 bricked my phone on 24 dec. sent back my phone for repairs...
they lend me a ****ty moto dext. on 5 jan 2011, i called bell, complain, and got a 144$ credit (free caller ID & Voice mail for a year). But that guy at bell DIDNT KNOW the problem about 3 millions phones bricked in canada (pure BS!)
i filed a complain to the address on XDA.
they sent me an email few days about the fact that they were not responsible for that type of complain..
anyway, ive just had my 144$ credit. so no big deal. in my complain i asked for total refund or a new SGS.
finaly, my phone got back, brand new.
Last week, i had a call from the headoffice of bell about my complain (the system work ?!) i was suprised.
talk to that girl, got a 200$ credit.
so try complain to that site. even if they will tell you your at the wrong place.
for a 500$ phone, paid 0$ for it and got 344$ credit, that was a good deal...
...until it dies again !
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Well just came back from Bell and what a messed up day. They spent 30 mins looking for my phone. Found it then said they won't give it to me cause I didn't have orginal receipt...showed them it and they went and got my cell....wtf???? And ontop of that they made somee BS excuses to not give me ANYTHING saying maximum wait time was 12 weeks???? Wth??? Anddd that I couldn't get any special treatment since I was not a Bell customer anymore.....wow...sigh...I was hoping to get my brother bill credited or something.....these stores are ***beep*** up...excuse my language. But bs, I didn't get any compensation what so ever!!
And fyi.. they said they got the phone a day and a half ago, when it clearly states received Dec 29.....stupid store. I'm considering calling customer service and getting something done here its BS!
You do realise that December is the busiest time of the year right? It wouldn't be a surprise to me if it did take them a while to test it and send it off for repair.
It is also fair to expect a receipt when they return the goods to yourself, because otherwise, there is a risk anyone might pick up someone elses.
I'm not defending them, but do you mind if we see the paperwork (with blacked out sections)?
I'm not 100% sure if this is the correct thread, however given the nature that it is relevant to the general discussion of the Nexus 5 I'm going to post it in here anyway.
Do not shop at Carphone Warehouse UK
So I bought my Nexus 5 on release day from the Carphone Warehouse. I paid £295. When I got it home to my annoyance it wouldn't charge, no matter what I did it would not charge. I'm pretty experienced with phones and could tell it was a hardware error. I use my phone primarily for business, so being without a phone is completely a no-go for me. I took my Nexus 5 back to Carphone Warehouse on the assumption that they would just do a straight swap, however no they didn't have any stock in.. which is where my trouble started.
They offered me an alternative phone, they recommended the LG G2 as it only had a price difference of £150 and for some stupid reason, I went for it. The device I received was in an OPEN BOX (my mistake, I admit) that has had promotional stickers ripped off, however the phone inside was sealed, and so I assumed there was no issue. Got the phone home, start using it and discover that the phone is getting hot and crashing, this is as soon as I've got it out of the box.. so it's not like I've done anything to it or used it too much.
Anyway took it back to Carphone Warehouse the following day. By this point I was quite annoyed because the store that I purchased it from is a 60.8 Mile round trip. Due to my working hours I can't go to my local one, which closes at 5PM. The store I got the G2 from closes at 8PM, making it the only store I can get to that is open. I took the phone in and spoke to a lady on the Checkout about the issue and she said that an exchange was no problem and that more importantly, they had the Nexus 5 in stock. We initiated the exchange when she checked the IMEI. At this point she said she needed to speak to her manager. After around 5 minutes of waiting and her taking my phone in the back with her, she comes back and says to me 'I'm sorry Sir, we cannot exchange this phone as YOU have taken this phone and swapped it for an identical one with a different IMEI number. Our system shows you should have a different phone'
Quite astounded at what she had told me, I explained to her that I had only just purchased the phone the previous morning. She wouldn't have any of it and sent me away with an 0845 number to call to make a complaint. On the way home I called into another Carphone Warehouse store. I spoke to a lady who called Customer Services on behalf of me to find out how this issue could have occurred. To put it plain and simple, the IMEI on the box of the phone was the same as the one on the system, but the phone I had had an alien IMEI. After she spoke to Customer Services the lady told me that unfortunately they couldn't do anything from their store because, get this, the phone I had was being sent off for a repair. I would have to take it back to the original store, the same store that just fobbed me off, in order to get it exchanged. And this was head office that told me this!
The following day I spoke to customer services myself. I rung up and lodged a complaint because I believe the fact that I was accused of committing fraud but am also expected to drive 60 Miles to resolve a problem is disgusting. I spoke to a lady called Amy who "promised" me she would get to the bottom of this for me and resolve it. She told me that she could see from notes put on the account (presumably from the previous days call to cs) that the phone was a repair handset. She then spoke to the repairs team who confirmed they were waiting for the handset to arrive. She told me that she wouldn't be able to resolve the issue until she had spoken to the store I originally bought the handset from. She then "promised" to call me back as soon as she had spoken to them, or by 5PM the same day.
For records, this was on the 6th November.
5PM came, and no call. Because she called me on an 0800 number and wouldn't give me a number to contact her on, I was unable to call her myself. However the following morning (7th November) she called me and told me that she had still been unable to get in contact with the store in question and that she would definitely have this fixed for me by the evening and that she would call me back by 5PM. Well 5PM came and went, and there was no call. By this point I was extremely annoyed. The following morning there was no call either, so I called CPW on my mobile (which has charged me) and requested to speak to Amy. By this point it was on the third day of being without a working handset and nobody had really acknowledged there was an issue, or done anything to solve it. I actually managed to get put through to Amy who told me that she had still not been able to get through to the store, but that her manager was in in 20 minutes and she would call me back with a resolution to the issue. I asked her if she would 100% call me back, and she promised she would. 24 hours passed and no call.
So by this point I've been without a handset for 4 days, been sold a second hand one, promised that I will have a call from customer services to resolve it but haven't, and been accused of fraud. Getting quite angry at this point.
I allowed a few days to go by to see if Amy would get in contact with me, however by Monday 11th November she still hadn't. We took the phone to the Trafford Centre store which is still a good 25 miles away. We spoke to a very helpful gentleman in the Carphone Warehouse store who went to a lot of trouble for me. He spoke to head office who reiterated the fact that the phone was a repair handset and advised the gentleman to call the store I bought the phone from. He called the store and spoke to the manager. He confirmed that the IMEI on the box of the phone I had was in store, and that there had been a bit of a mess up and he was unsure of how it had happened. I was then told that unfortunately due to the circumstances of the issue I would have to drive to the other store, a further 10 miles, to initiate the exchange OR refund.
So finally just under a week of being without a phone and driving from my house to Manchester every other day the issue was resolved and I would be able to go back to a Nexus 5 or get a refund. Hell, wasn't I wrong.
On arrival at the store we spoke to the manager who told us we had two options, either swap the LG G2 for another LG G2, or get a cheaper handset. He couldn't offer us a refund because he would have to speak to customer services who were closed, and he wasn't prepared to knock the difference off a HTC One (£50) due to all the problems we had had. Furthermore the sim-free price of a Nexus 5 at Carphone is now £495, however they are not selling them sim-free at the moment! I was then told that I could have a refund, but I would have to come back the following day!! All this after driving probably in excess of 200 miles.
I felt backed into a corner and didn't really have a choice but to accept the G2. As I said earlier I need a handset for work and it's not an option for me to be without one.
I then spoke to the complaints department of Carphone Warehouse once again yesterday. I explained everything that I have just said in this post, and their reply:
"We do not offer refunds on any sim-free products, and the manager was wrong to tell you that we do. Because you accepted the G2 there is nothing we can do for you. You chose to drive there on your free will. Would you like me to raise your complaint against the store?"
:good: Not happy.
Carphone Warehouse's Policy
If something's not working properly, here's what to do
Pop into any Carphone Warehouse store with:
your product
all the accessories that came with it (including any free gifts)
Preferably its original packaging
proof of purchase
We'll take a look at it, and if we can't fix it there and then, you'll be eligible for a return, exchange or repair. You can find out more about our repairs service on our repairs page.
Lots of common phone problems can be fixed with a simple software update, which you can do yourself. Check out our page and see how.
So now I really do not know what to do. I have been left with a phone that I do not want and am considerably out of pocket due to fuel costs of driving to get the issue resolved. Help?
Never get upset with them, for starters. It's difficult, I know from extensive experience, but their hands are tied to within their policies and they won't want to help if you tell them off like they probably deserve.
This is how I've played these games and won countless times.
Politely calmly ask:
"So, there is nothing you can do?"
"No, I'm sorry sir, there isn't"
"What is your employee ID#, who is your superior, and how do I contact them? I'd like to pass on a good work for your efforts"
Rinse, repeat. Insist to pass to a superior. They'll tell you nobody can help. Tell them you feel like you deserve to hear it from their boss.
I once had a vp with Sprint (verified that they really were via background checks: on the phone with me to resolve an issue by asking "Well, if you can't help me, someone can approve this. Who can?"
Just keep climbing the ladder.
-No longer accidental, just Jeremy. F.cfb
[Guide] Headphone/Earphone Buying
That story has put me off buying from CPW for life. Thanks for sharing how they see fit to treat a customer who has spent hundreds of pounds in their store.
Sent from my Nexus 5 using Tapatalk
setspeed said:
That story has put me off buying from CPW for life. Thanks for sharing how they see fit to treat a customer who has spent hundreds of pounds in their store.
Sent from my Nexus 5 using Tapatalk
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I don't blame you, going to try my luck again later with their complaints department. I will update the thread. I think a lot of it depends on who you speak to as well, it's not necessarily speaking to a manager that matters, it's speaking to someone that can relate to your experience.
Good luck, I hope you end up with a decent resolution, but I fear that even if you were to get the phone you want, all the extra money you gave them and spent on petrol is lost. I really wanted an N5 on release day and I even went to my local CPW to take a look at them - thank God they weren't selling the 32GB because I would've bought it there and then. It might've taken a few days longer from Google, but at least I know they won't jerk me around if I have to return it (I returned my N4 last year because I didn't like it enough to keep it over my S3, no issues with refund at all).
Sent from my Nexus 5 using Tapatalk
I mentioned managers because sometimes the person you're speaking to doesn't have the power to make that decision on your behalf, and must go by policy. Someone in the chain, however, can choose to bypass policy. Talk to them if you don't get what you want (as long as it's realistic).
-No longer accidental, just Jeremy. F.cfb
[Guide] Headphone/Earphone Buying
jRi0T68 said:
I mentioned managers because sometimes the person you're speaking to doesn't have the power to make that decision on your behalf, and must go by policy. Someone in the chain, however, can choose to bypass policy. Talk to them if you don't get what you want (as long as it's realistic).
-No longer accidental, just Jeremy. F.cfb
[Guide] Headphone/Earphone Buying
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Oh no I completely agree with you there! Sorry I meant you multi-quote. I mean the gateway though, I believe a realistic demand is to have the Nexus 5 for £295 and a refund of £150 which I paid the difference on for my LG G2. This is fair, right?
I'd get yourself to citizens advice just to get something in writing and report them to trading standards - they're spinning you a line. No refunds on Sim Free?? Any product sold by a retailer in the UK is subject to the Sale of Goods act. You can return an item for a full refund if it's not as described, of satisfactory quality or fit for purpose. The rules don't just stop there but they're the basics
If you fancy a read and have some time: http://www.legislation.gov.uk/ukpga/1979/54
Edit - forgot to add, you're entitled to a full "cash" refund too, you don't have to accept store credit..
Cactus42 said:
I'd get yourself to citizens advice just to get something in writing and report them to trading standards - they're spinning you a line. No refunds on Sim Free?? Any product sold by a retailer in the UK is subject to the Sale of Goods act. You can return an item for a full refund if it's not as described, of satisfactory quality or fit for purpose. The rules don't just stop there but they're the basics
If you fancy a read and have some time: http://www.legislation.gov.uk/ukpga/1979/54
Edit - forgot to add, you're entitled to a full "cash" refund too, you don't have to accept store credit..
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Good advice here. I would also get the credit card company involved.
You did pay by credit card didn't you? If not, silly billy.
This is a good way of dragging someone else into the fray on your side and applying pressure on recalcitrant suppliers.
I got my N5 from CPW and i'm on my 3rd handset (which is no fault of CPW).
Each time i've taken it back they've been helpful and each time they've given me a new handset they've pulled the outer sleeve off to show it's a new and factory sealed box...
I suppose the service you get depends on which store you go to :/
Also i have to ask...
You got a sim free phone meaning you would have already had another working phone/sim?
Why didnt you just wait for the nexus 5 to get back into stock again? :/
Also looking at your sig...
Why didnt you stick with the Z1?
I'm not defending CPW as the issue you're having is tragic.
But at the same time you made numerous mistakes yourself and undoubtedly made things harder..for yourself.
The first being not waiting for the N5 to get back in stock again from that specific retailer or asking them to find a store where it was in stock and doing an exchange there.
The second, getting a phone you did NOT want and paying an EXTRA £150 for it. You do acknowledge this was an open box and you were still in a position to run the risk that it did not behave as intended. Which unfortunately it did.
Glad you got that IMEI stuff fixed, that was BS on their part. Handy Gentleman at trafford to the rescue! Oh yeah, Thirdly, you were wasting your time with Amy, She was clearly incompetent at her job, producing no results every time you waited for her and continued to wait for her again.
Driving up and down in excess of xx miles is another issue when you could have made the alternative and smarter decision of calling the individual store up. Each CPW store has a different phone number which you can find on the website. Only till you're guaranteed that you can have an exchange or whatever you had desired, you could have popped in. Had that particular store failed to assist you, you wouldn't have to drive back achieving nothing but wasted petrol.
Oh yeah, when you finally spoke to the manager, you conceded and accepted another LG G2, may I reiterate, as you said. A phone you did NOT want. So customer Service was closed but you still had the opportunity for a full refund. Again, why not wait till it was open. [I get it, driving issues but that shouldn't stop you if it causes more 'driving issues' later]
The issue is, you don't wait for things and you take the easiest most convenient option at the time but at the end of the day it's the one you don't like, so you wish-wash out of it and things become more complicated.
The IMEI was unfortunate and yes, incredibly annoying. But that got resolved. The faulty handset is by no means the direct fault of CPW. And you did have a choice in regards to accepting the G2, I really don't see how you're playing the victim card in this aspect with that. In terms of work, you could have used a temp phone in the mean time, nothing fancy, an old nokia could have done the job if you need to make calls. You already had a sim if I'm correct. I figure the refund for the Nexus 5 was not an option the moment you opted for the G2 as that phone supersedes the N5 in terms of pricing. I figure what you want now is a refund for the LG G2 and the Nexus 5 at the £295 pricepoint from CPW that it once had? I don't think that's a realistic expectation anymore mate. At best just accept the refund for the LG G2. The N5 window is gone.
An alternative If you still want the Nexus 5 would be selling your LG G2, boxed and unopen, I hope and buying a N5 at the play store.
Edit-
jaaystott said:
I believe a realistic demand is to have the Nexus 5 for £295 and a refund of £150 which I paid the difference on for my LG G2. This is fair, right?
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No, it isn't a realistic demand because once you bought the LG G2, that became a stand alone product independent from any attachment with the N5. Quite simply you have you're head attached to the idea that the Nexus 5 is your main phone from CPW and that the LG G2 is a temp / secondary / repair or whatever. Once you chose the G2, you made your bed, that's where all the concern now lies.
bleets said:
I got my N5 from CPW and i'm on my 3rd handset (which is no fault of CPW).
Each time i've taken it back they've been helpful and each time they've given me a new handset they've pulled the outer sleeve off to show it's a new and factory sealed box...
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Also, this is a clear example that the CPW system does not fail with returns. Ahhhhhhhhh Now I'm contradicting the first sentence in this post. But the problem does not lie with them completely as you make it out.
I happened to be walking through a parking lot at a local auto dismantler and found somebody's phone ran over and sort of half-assed smashed. I picked it up and spent 3 days contacting Samsung and Google security Center trying to get them to forward this girl my contact information so that she could retrieve her phone. I went in to talk to someone at the Samsung help center here in my town and my best friend's little brother happened to be working behind the counter and told me that when Someone turns in a lost phone to them they do not give them back to the owners all they do is throw them into a recycle box and repurpose them. And before you call my character into question just know that I'm 52 years old I do not have a police record and my father is the retired fire Chief of the Sacramento California fire department just for reference. I wonder how many times my lost phone was turned in and never reported to me? Pissed off and phoneless..
He said they don't even check to see if the phone was insured or not they don't even
A.ctually the store profits off of the phones that are turned in to their lost and found because they just refurbish them and resell them. the least these sumbitches could do would be to download the information off of the phone and shoot it to the owner in a packet or something. but then I guess that would be admitting that they had possession of the phone and then they would be liable for reimbursing the customer or whatever... freakin jerks! and he said that was the policy at every store that he ever work for which is several I guess because he trains managers. I'm just ranting because I have spent so much money on cell phones it is unbelievably ridiculous. it makes me want to go tear down one of their fake tree cell towerS
Dr.Ocularus said:
I happened to be walking through a parking lot at a local auto dismantler and found somebody's phone ran over and sort of half-assed smashed. I picked it up and spent 3 days contacting Samsung and Google security Center trying to get them to forward this girl my contact information so that she could retrieve her phone. I went in to talk to someone at the Samsung help center here in my town and my best friend's little brother happened to be working behind the counter and told me that when Someone turns in a lost phone to them they do not give them back to the owners all they do is throw them into a recycle box and repurpose them. And before you call my character into question just know that I'm 52 years old I do not have a police record and my father is the retired fire Chief of the Sacramento California fire department just for reference. I wonder how many times my lost phone was turned in and never reported to me? Pissed off and phoneless..
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Just imagine the cost those companies will incur if they were to contact every single person that losses his/her phone plus the cost for shipping...
Not happy with what they do with the phones but kind of make sense, no?
Ehh kinda but for the 800 dollars (plus the over the top cost of phone service every month.) she spent on her phone you would think they could give her some consideration. Even if it cost them over night shipping its still far below 800 dollars. =.)
Thanks for the tip, I didn't know that. I'm in Sacramento too, have lived here for 30 years. I hate that its becoming such a greedy, step-on-your-face place
Sent from my T-Mobile Samsung Galaxy Note 3 using XDA Labs
samsung last update will hang my mobile three times in just one week.