HTC US does not repair Kaiser/Tilt NOW! - Tilt, TyTN II, MDA Vario III General

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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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!

Related

Warranty options for AT&T Tilt on T-Mobile?

I have been reading about peoples problems with their phone and now I'm worried about what if my phone breaks. Can I get it replaced even though I'm not an AT&T customer. I bought it at a CompUSA which is going out of business and signs in the store said All Sales Final No Returns.
do any of ur friends have att? if so just exchange it through their acct. if not you have to go thru HTC directly which isnt fun because u send them your phone..
Don't worry about it. As long as you have the Receipt you're fine.
Call cingular customer service and ask to be redirected to warranty exchange. It's still under it's 1 year warranty and you do have a proof of purchase.
Don't trip out because you got it from CompUSA.
What XBM will do most likely is a.) either send you the replacement and ask that you send the broken phone back ( they'll fill you in on the details ) or b.) they'll redirect you to HTC's warranty exchange process ( almost the same thing but postage paid handling might not be available and/or you may need to send the device to them first. A word of caution though, HTC's warranty exchange may be on the lookout for custom roms.
Hope that helps.
Thanks for the respsonses
I can't imagine AT&T being nice enough to exchange a phone for a rival's service. I had to do an exchange with my Hermes several months back before I got my tilt, and I DID have to give my account information and all of that. If I were you I would check into HTC's warranty program. And as far as going through a friend...that may work, but my guess is it would depend on if the IMEI number of your phone has been registered with their system previously or not. I know for sure that some AT&T representatives have been instructed that the warranty is null and void if change of ownership takes place. I had a similar fiasco with that same Hermes, and had to pester them by calling and speaking with 4-5 people before they finally caved in and let me do it. But it took a lot of talking and I'm pretty persistent.
The first thing they ask you is: "can I have your cell phone number starting with area code please" if you don't have an account with them, look for someone that does....
Guess I'm S.O.L. since I got mine on eBay. Hopefully nothing goes wrong with it
Call Asurion & buy the insurance. Mine was like 60.00USD per year.
GSLEON3 said:
Call Asurion & buy the insurance. Mine was like 60.00USD per year.
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Sounds like the best bet.
rquinn19 said:
I have been reading about peoples problems with their phone and now I'm worried about what if my phone breaks. Can I get it replaced even though I'm not an AT&T customer. I bought it at a CompUSA which is going out of business and signs in the store said All Sales Final No Returns.
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The phone comes with a 1 year manufacturers warrenty.
AT&T will not exchange it for you, unless you're one of their customers. The AT&T exchange requires you have an account with them. It's a service to make things easier for their customers, rather than having to deal direct with the manufacturer.
You'll have to pay for shipping both ways though. To and from HTC if it breaks. Make sure you buy some insurance on it through the shipping carrier. (I shipped a W600i a few years ago and if the phone would have been lost, I would have been SOL).
As long as you have the reciept, at&t will honor the warranty. You will probably have to jump through hoops trying to explain the situation to the support rep, and get tossed around from department to department, but once you find a half-way intelligent representative, they should be able to help you. I had to do the same thing, as I bought my tilt from frys, and I got a RLoD about a month after i got it. Fry's didn't have anymore in stock so I went to the at&t store and used their phone to call the warranty deopartment. They told me they were going to create a non-member account (since i dont have an at&t account) or something of the sort, so that my info would be in their system. All I would have to do is fax them the receipt from frys, and then I would get a replacement from the store. Well it turned out that I had forgotten the reciept so I was gonna come back the next day and get it replaced, but that night I was reading up on the RLOD issue and messing around with my tilt, and I managed to fix it. Long story short, at&t will honor the warranty on an at&t branded phone, provided you have the receipt and a couple of hours to wait on hold. Oh, and the patience to explain your story 12 times to 12 different retards, until you fin a non-tard. laterz.
I worked for the company for several years and no they will not xbm. You need to have a post paid account and also have the imei registered on the account . If you call xbm they will just redirect you to the manufacturer.

AT&T insurance TILT

Even though clearly the TILT is not covered by at&t's insurance plan. Ive heard you get a courtesy replacement for your tilt....
Has anyone gone through this process? Does it cover accidental/lost? Do you have to send in your tilt and never get it back?
Actually you will be surprised the Tilt has been added to at&t's insurance. Only problem is you have 30 days from the date of purchase to add insurance to the phone to qualify it.
Yup. Mine got water damage at a 4th of July party. Lucky for me, the white "water sensitive" label behind the battery was still white. The phone worked, but the touchscreen stopped working. I think the digitizer died on it, and, since the same thing happened to me last year at the same party to my 8525, I am pretty sure I am mentally handicapped.
Regardless, I took it to an "ATT Device Repair Center", which I guess is a new thing ATT is doing. Played dumb and they gave me a brand new phone for free. I was there for 5 minutes total while they checked out my phone. The deemed it a defect and I walked out.
Link to the US device repair centers:
http://www.wireless.att.com/answer-center/main.jsp?t=solutionTab&solutionId=KB91429
I did not have ATT insurance on my phone, just the manufactures 1 year warrenty.
Good luck..
And just for the record, I just got off the phone with ATT and added the insurance plan to my Tilt, so it is an option. Now if it gets wet next year it will be covered legally. heh
does it require the 50$ down payment for your phone? Also does it have to be the OEM rom?
unk3 said:
does it require the 50$ down payment for your phone? Also does it have to be the OEM rom?
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Nope, instead of $50 its $125. The replacement phone will have the OEM(AT&T) ROM.
bigb252 said:
Nope, instead of $50 its $125. The replacement phone will have the OEM(AT&T) ROM.
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I think I can live with the $125 deductible, if the monthly premium isn't too steep.
Now who has used this insurance yet? In the past, at&t reps inadvertently added PDA phones to the insurance plan only to find out later the third party insurance provider would not cover them. You will get a refund of your premiums, but they won't cover the phone.
actually the 125 dollar deductible doesn't kick in till 11/03/08. They just like to tell you about it now, so if your phone "breaks" before that you pay 50 bucks to get it replaced. So I'm sure mine will "break" then will be sold on ebay then I'll get a new one for 50 bucks
I just got lucky, my moto q got stolen so i called att up and got a tilt, well they sent me the version w/o the camera, called them up they sent me the right one and i sent the wrong one back, and then they refunded my money for the original purchase. another words someone f'd up lol
I'm kinda confused .. can you add ATT Tilt insurance to a phone that's been in use for a while ? (since they came out a year ago)
Also, can I insure a phone (new one) that I picked up on eBay ?
If ATT won't insure these phones, will anybody else ?
Thanks for your comments !
RacerX10 said:
I'm kinda confused .. can you add ATT Tilt insurance to a phone that's been in use for a while ? (since they came out a year ago)
Also, can I insure a phone (new one) that I picked up on eBay ?
If ATT won't insure these phones, will anybody else ?
Thanks for your comments !
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No, you can't add insurance. I tried going through ATT as well as he company they use for the insurance itself. They both told me I'd have to buy a new Tilt to get the insurance.
Screen went out
My screen went dead and they replaced the unit at no cost to me and had a replacement for me in a day! No complaints...
dem123 said:
My screen went dead and they replaced the unit at no cost to me and had a replacement for me in a day! No complaints...
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did you have insurance ?
who is "they" ?
thanks !
if the phone was purchased from AT&T within a years time, shows no sign of damage, then it was replaced not as a result of insurance, but from manufacturer's warranty through AT&T. If you have recently upgraded through AT&T, you have 30 days from activation to add insurance to your plan. hope this helps

Warranty exchange upgrade to ATT Fuze

ok it seems like everytime i exchange my device something goes wrong with the next one as im sure all of you can attest (on my forth exchange). The last time i brought it in they offered me a different device and of course i turned it down because tilts are the top..but now the fuze is out..how long do you think till they have refurbs avaialble..as soon as the 30 days after it was released is up? (for new device exchanges) or longer because i read in some other posts that people did warranty exchanges on their 8525's and got tilts so just wondering.
i just turned in my old tilt for a new one and asked the tech about the fuze... he said he didn't know the release date but they'll have them a month after the release. not sure on how accurate that is, but hope it helps. cheers
I would say keep your eye on the ATT website...when the Tilt is no longer available they will probably upgrade it then .
sounds right I figured it was probably a month..just hope when I exchange it I don't regret switching.. well hopedully I can test drive it in that grace period they give you with exchange by mail
When I was having problems with my Blackjack after the 4th time they gave me a Tilt.
YEAH JUST A UPDATE U CAN BUY THE ATT FUZE RIGHT NOW. ITS BEEN ON THE WEBSITE. $299 with 2year contract n after $50 MIR
I don't think they'll be handing out Fuzes anytime soon. I am sure they still have plenty of refurbed Tilts left. By the time they are offering upgrades, the 1-yr warranty on the Tilt will most likely be up.
Although I suppose that's not quite as relevant now that you can actually insure any* device on AT&T now.
* Except iPhone
When they stop offering the Tilt, they'll offer the Fuze as an upgrade from a defective item. I had an 8525 that broke 5 times. Everytime they said I had to stick to the 8525. Then on the last time, the CSR said they stopped offering the 8525 so I can upgrade for free to the Tilt.
On a side note, I played with one today and I do not like the phone. All of the features are great, but it feels like a "Klunker". Smaller screen, thick, have to pull the battery cover to get to the SD card. Don't think I'll drop 3 bens on that phone anytime soon. If I am going to spend that much, I'll spend a little more and get a better HTC item. My opinion anyways.
my friends brother told me that i could upgrade to a different phone like the blackberry bold when it got released...but i think my one year is up allready...dammit
god, i thought i was the only one calling into warranty repair every month! lol i felt like such a jackass!
i think i am on my 10th tilt? im out of warranty now but they did me a huge favor sending me another one...and im having a problem with my hardware keyboard and d-pad locking up randomly but rarely..hoping its just the custom ROM and not a hardware issue! haha
as for the fuze being a warranty replacement, dont hold your breath.
whitehooptie said:
When they stop offering the Tilt, they'll offer the Fuze as an upgrade from a defective item. I had an 8525 that broke 5 times. Everytime they said I had to stick to the 8525. Then on the last time, the CSR said they stopped offering the 8525 so I can upgrade for free to the Tilt.
On a side note, I played with one today and I do not like the phone. All of the features are great, but it feels like a "Klunker". Smaller screen, thick, have to pull the battery cover to get to the SD card. Don't think I'll drop 3 bens on that phone anytime soon. If I am going to spend that much, I'll spend a little more and get a better HTC item. My opinion anyways.
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how soon was the tilt released when they offered the switch? i guess i mean how soon do you thin the tilt will take to stop being offered?
Im sure this thread should be in general but I dont see the tilt being discontinued anytime soon Rep says its still has its own uniqueness it will be around for sometime
Agree with AT&T for once
I have to agree that the tilt has that certain "je nai se quoi" for unique-ness. I also played with the fuze and it is uber thick with a seamingly tiny screen (just felt odd in my hands). I think the tilt is at a good point functionally that it has earned a place with AT&T.
Tilt is discontinued after december i heard? (maybe here?)
And simple way around this is have 2 phones and keep one contract a year off. Once i decide on what i want, the wifey gets the old tilt.
My wife has a Palm from ATT that drops calls. We have exchanged it 3 times now. The last time I exchanged it I asked if it was a problem phone. I was told that it wasn't but ATT has a policy that they will not continually make you exchange a problem phone. After 3 or 4 exchanges you can exchange your problematic phone "for a comparable phone". I was told that I could do it the next time if this new phone acted up. You can ask about this policy the next time you have to exchange a defective phone.
I was not told of any restriction on it having to be a refurbished phone. I am sure they only want to send a refurbished phone, but will send you a new one if you truly have problems. I am always polite and jovial when I call and I have not had one problem getting what I want from customer service in 3 years.
I can contest that you can get a NEW one from warranty this is how i got my Tilt I had a defective Palm end of last year after i got it replaced 3 times and continued to have problems i asked if it was possible to get a different phone that would have the problem. The lady said yes i could get and she suggested the Tilt, They wouldnt let me get the I phone (glad now i didnt) and when i got it brand new in the box a day later.
Another jacka$$ who has had about 8 replacement tilts. Twice had defective back-to-back refurbs. CS offered me a comparable, of which there was none at the time. Recently, I asked about the Fuze and they had no refurbs in warranty exchange. They also told me that an "upgrade" would require extending my contract.
very interesting...i did not know they did this...I am currently on my 4th tilt...and my warranty goes up in late December...hopefully they might do the exchange b4 then if not ill wait for something like the HD with a keyboard...
i just called warranty 15 mins ago..they didnt have the fuze but i got the blackberry bold
I spoke w/ a rep Tuesday night. 5th tilt. Two exchanges last week alone. At the time the Bold was not available. However the Bold released when, two weeks ago? Didnt take too long for warranty to offer that phone. For what its worth a warranty rep informed me that when an upgrade is available in the warranty dept they would offer it to an individual after multi. exchanges. Someone call next week and keep us posted (or maybe something else strange will happen to mine, again).

1 yr warranty?

Okay so my screen stopped working and I heard that tmobile has manufactorer warranty for one year even if you dont have insurance? Is it true?
sasha101 said:
Okay so my screen stopped working and I heard that tmobile has manufactorer warranty for one year even if you dont have insurance? Is it true?
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HTC covers for 1 yr. Tmobile will just say call HTC.
xsnipuhx said:
HTC covers for 1 yr. Tmobile will just say call HTC.
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Not true, I'm on my 5th tmo warranty replacement, bought my phone in march.... if this breaks I get the option to swap to any other color or an MT3G.... being a RadioShack employee we become a T-mo retailer in 20 days... ima play with for a couple weeks and maybe sometime before my warranty is up this one will somehow wind up defective...
And that applies to ANY new phone including new phones sent as warranty replacements, eg my current g1 was a new replacement so even though my orig purchase was march this one carries a one year warranty from the date I first put my sim in it.... 3 days ago
sasha101 said:
Okay so my screen stopped working and I heard that tmobile has manufactorer warranty for one year even if you dont have insurance? Is it true?
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TRUE ...they jus send u a replacement & charge u $10 for shipping & u send ur old phone back in the box they sent ur new 1 in
BUT the new phone they will send u will be REFURBISHED!!! NO IF &S OR BUTS
Again not true the warranty replacement bin so to speak has a mix of new and refurb g1's its luck of the draw what you get... call tmo and ask when your warranty expires, if its a year from the date of you got your last new phone, then you got a refurb, if it's not then you got a new one, eg my phone has a one year warranty from one year from tthe day I popped my sim in it, not a year from the day I bought my 1st g1 in march
Tmo will send you a replacement, as others have said. If you call HTC, they too will cover it, however you have to send it to them and they will repair the problem(s) and send back your unit.
This is also the only way someone like me can get a G1 fixed, as I bought mine secondhand from CG.
I have ACTUALLY gone through this process with t-mo. I also now work for them. If you call them and you within the 1 yr waranty you get one sent though a third-party company which also handles insurance replacements. You can ask for a different collor, but it is pointless considering the device you recieve won't come with a batter, battery cover, or cables. As far as refurbs go it depends on what is in stock at the closest warehouse of said third-party. If there are new ones in stock that's what you get. You nor t-mo can ask for new versus refubished as already stated it's the luck of the draw.
The majority of what these loons say isn't true. Also, for future assurance of not paying out the ass for a new phone just pay the measley $4 a month incase it happens again next year.
P.S. ESKIMO if you are hoping your device might suddenly become "defective" what I have done is re-flash the old dreaming.nbh and the flash haykuro's broken SPL. Instantly causing your phone to brick (forever). Give t-mo a call and you'll have a new phone in a weeks time .
Lol thanks but that's only number one on my list of way's to break this sucker.... I did mention om on my 5th g1 in 5 months
And while tmo may not be able to request new or refurb the warranty replacement mgr I spoke to and have the cell number of, said they may know weather they are currently shipping one or the other out of a warehouse.... its a simple as checking the warranty attached to the IMEI 90 warranty (or remainder of current) is refurb 1yr is new.... every tiime
How is this possible, i got the insurance thing from t-mob and they told me, in case the phone was stolen, broken etc etc. i had to pay a deductible price of $130 ????
If your under warranty then the only thing extra insurance covers is loss or theft.... and technically water and screen dmg cuz you could LOSE it
ESKIMOn00b said:
Again not true the warranty replacement bin so to speak has a mix of new and refurb g1's its luck of the draw what you get... call tmo and ask when your warranty expires, if its a year from the date of you got your last new phone, then you got a refurb, if it's not then you got a new one, eg my phone has a one year warranty from one year from tthe day I popped my sim in it, not a year from the day I bought my 1st g1 in march
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cool, I *work* for t-mobile in the PDA dep (so I support G1 yay) and didn't even know this. Though I had suspected it, as I'd noticed the discrepancy in that some warranty replacements would show 1yr instead of 90days or existing as we always advise customers.
superGOAT said:
I have ACTUALLY gone through this process with t-mo. I also now work for them. If you call them and you within the 1 yr waranty you get one sent though a third-party company which also handles insurance replacements. You can ask for a different collor, but it is pointless considering the device you recieve won't come with a batter, battery cover, or cables.
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whoa several things wrong there. First, $4 isn't the cost for insurance, it's $5.99 if you get the extended warranty (which I certainly would if you're going to have it at all) and $4.79 if you only get insurance.
Also, if you are within the 1 year warranty, T-Mobile will replace your device, but we certainly don't refer you to anyone else to do it, and you can CERTAINLY NOT request a color change. There's no way for us to do it! If you have insurance, and the phone is physically damaged, is the only time we refer you to a Assurion. You claim to work for T-Mobile but you definitely don't seem to work in PDA or any other support department that actually does exchanges.
ESKIMOn00b said:
If your under warranty then the only thing extra insurance covers is loss or theft.... and technically water and screen dmg cuz you could LOSE it
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On this, this is incorrect. The insurance covers anything not covered under warranty. You can throw it against the wall, break the screen, cook it in the microwave, etc, and they'd still send you out a new phone for the deductible cost. You could theoretically even say you lost the phone, pay $130 for a replacement, and then sell the original on eBay for a profit! Though the prevent this type of thing by banning you from insurance if you have more than 2 insurance claims in 1 year (Assurion will do this, not T-Mobile)
EDIT:
Wow, after reading further in this thread..... you guys have a real confusion on how warranty, insurance, and multiple exchanges work! I'd say - call t-mobile and ask to speak to a rep and see what actually happens.
The basics:
1: You bought the phone from eBay or got it from "some guy": Call HTC and see what they can do. T-Mobile can't help you.
2: You bought the phone from TMobile: T-Mobile handles warranty, Assurion handles loss/theft/accidental damage. You can't change color or devices.
3: You've had multiple exchanges of the same device (more than 3 in 90 days): You can change the device, but you can't pick what device replaces it (we tell you) and you can't pick the color. You won't get a MyTouch for a G1 (lol, I wish). You'll likely get a Dash or Blackberry, but that is determined by the warranty system, and you can only take what it offers or your same device back.
4: You bought the phone from TMobile, you've had multiple problems, you hate the phone, etc and you DON'T like what the system offers you on step 3. Talk to Loyalty and they'll give you a cheap upgrade. Probably not to a MyTouch as that is kinda the same phone, and we know what you're doing.
5. You have a G1 and want a free MyTouch. Not gonna happen. Nope.

A Canadians woeful tail of failed N4 Repair

To start off, YES, this is a rant thread about LG and its outsourced repair center, Stellar Wireless in Fort Texas.
I dropped my phone and the glass broke. Here is my older thread: http://forum.xda-developers.com/showthread.php?t=2126134
Spoke with 10 different reps at LG USA to confirm i could send my N4 for repair to their facility. Apparently, I can, as long as I have a return address in the States. Sweet deal! Cost $153 for repairs vs. $250 from Canada supplier in Mississauga (All Tech-Neek Electronic).
So i prepare my package, pay the fee of $25 for having it shipped via UPS (bad mistake). Everything is going well, phone shipped off on February 1. It ends up reaching the facility but gets rejected! Why? because at the boarder for Canada/US customs there is a "Customs Delivery Charge" aka COD fees on any products being imported in the States. Well, i wasn't aware of this. The repair center rejects the package, I am on the phone for 2 hours that same day, being transferred to 4 departments and given 5 different numbers to call, eventually i get to the right number. Pay my COD fee of $35 off. Sweet, so now i can ship it and my headaches are over right? I wish that were true, UPS sends it off a 2nd time. It gets rejected cause there is the "COD Sticker" on the package.
Essentially, if that sticker is on the package, the repair center doesnt check to see fees have been paid. I get on the phone with UPS AGAIN, speak to 5 different departments and get them to say to the repair center that the "COD is paid." If you have followed this thread this far and are aware with UPS, I'm on my final and 3rd strike! SO needless to say, 3rd time worked and it got delivered! Yeah!:good: Butt....
So i'm sitting at home, waiting for the email/phone call to repair my phone. I receive it on Feb 19, total cost: $153. Sweet deal! Fill out the information and send it via fax to the LG wireless facility. Now according to that repair form, They have 5 business days to process the payment and get my phone fixed. BUT guess what? My phone mysteriously leaves the repair center on Feb 21, which is 2 business days after i sent the payment. Now did they receive it ? I don't know. I called that same day to ask about the fax, and no one was able to help me. So i called FEb 21, asking about my phone and they said it was repaired and sent off. Cool story right? But my visa never received a payment. Now i call today, and find out my phone was NOT repaired and it was sent out. Why? Once again, NO ONE KNOWS.
Needless to say, calling LG 10 times, UPS 15 times, and being transferred to different departments and ALMOST getting my phone fixed....in the end, im at square one again. Its en route to my friends house and I am sending it back to the states forking out the $250 and getting it repaired locally. /Rant. Frusturated beyond belief at LG Wireless, Stellar Wireless (Repair center) and UPS (not informing of COD fees, even the store i shipped it from didn't know about that).
Just needed to rant and share a terrible customer service tale about trying to get the N4 repaired. Canadians, keep your phones in Canada and pay the extra money to know it will be done correctly and properly the FIRST time in your home country. I am applaud and frustrated with this situation.
Appalled*
At that point I would of said f it and bought another one and “said such is life". sorry to hear about your ordeal.
Wow, that sucks.
I hope you have some cold beers in the 'fridge because i would be drinking a few. Hang in there buddy.
Update: thanks to those who read. Apparently the LG staff are either retarded or poorly trained. An executive supervisor just informed me that my payment was received and the phone is actually "fully repaired and visa has been charged." Now i dont know whether to believe it or not, but she sounded confident, Only time will tell, should have my phone back in 2 weeks. Will let everyone know how this repair service turned out.
Well that sucks... but doesn't LG have a repair center in Canada? I called the Play Store to get an RMA for a faulty battery and they sent me a UPS shipping label to a repair center in Fort Worth Texas so I called again and told them I was calling from Canada and the issued a new shipping label to an LG repair center in North York, Ontario.
jark99 said:
Update: thanks to those who read. Apparently the LG staff are either retarded or poorly trained. An executive supervisor just informed me that my payment was received and the phone is actually "fully repaired and visa has been charged." Now i dont know whether to believe it or not, but she sounded confident, Only time will tell, should have my phone back in 2 weeks. Will let everyone know how this repair service turned out.
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Good luck.
Good Phone/Poor Glass
I bought this phone about 3 weeks ago and LOVE it! Everything about it is awesome, except one thing...the glass front and back. It says that this glass is gorilla glass. I am thinking after 3 weeks that it's the cheapest "gorilla" glass they could put on the phone. I say this because I dropped the phone from 2 feet off the ground directly on it face (with a case on it) and the front glass shattered rendering the entire phone completely useless. I've done some research online and found that several hundreds of other Nexus 4 owners have experienced the similar things. I read one review where someone was at their home computer working while their N4 was just sitting on their desk like it had many time before. The user said it say in one spot for about an hour or so and he hear glass crack. Looked all around their apartment and couldn't figure out where it came from. Then they looked at the back of their new N4 and the back had cracked in two spots. As much as I love this phone I have to say I am very, very disappointed with LG and Google for this phone. with ins thru T-Mobile USA I have to pay $130 for a replacement, once it comes in I will be selling it and buying a Samsung GS3. My wife wanted this phone also and we almost got it last Friday, but held off for whatever reason. She is now also going to buy a Samsung GS3.
tail?
tale?
That sucks, seriously.
Sent from my Nexus 4 using xda app-developers app
trav2001 said:
I bought this phone about 3 weeks ago and LOVE it! Everything about it is awesome, except one thing...the glass front and back. It says that this glass is gorilla glass. I am thinking after 3 weeks that it's the cheapest "gorilla" glass they could put on the phone. I say this because I dropped the phone from 2 feet off the ground directly on it face (with a case on it) and the front glass shattered rendering the entire phone completely useless. I've done some research online and found that several hundreds of other Nexus 4 owners have experienced the similar things. I read one review where someone was at their home computer working while their N4 was just sitting on their desk like it had many time before. The user said it say in one spot for about an hour or so and he hear glass crack. Looked all around their apartment and couldn't figure out where it came from. Then they looked at the back of their new N4 and the back had cracked in two spots. As much as I love this phone I have to say I am very, very disappointed with LG and Google for this phone. with ins thru T-Mobile USA I have to pay $130 for a replacement, once it comes in I will be selling it and buying a Samsung GS3. My wife wanted this phone also and we almost got it last Friday, but held off for whatever reason. She is now also going to buy a Samsung GS3.
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Sorry Gorilla glass is not shatter proof. Only scratch resistant. I love how you blame the phone instead of your self.

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