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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!
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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Click to collapse
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.
Hi, I got my Moto G 2nd gen 2 months ago and when I got it there was a slight area of the screen where the glass touched the display too much, making it sorta off colour on that part of the screen like when you press down too hard except this is where the screen is always like that.
Now I feel like it has gotten slightly worse over time and want to use my warranty, however 2 months ago I unlocked the bootloader with the intentions of rooting it (I never gotten round to rooting it in the end)
I messaged moto support last night and they sent me an email saying how I can return it to be repaired but also said:
Motorola will repair and return your phone free of charge under the warranty conditions. If in the event that your phone is found to be out of warranty by the repair centre then please be advised that a quotation and handling charge may be applied. Any damage caused by using unauthorised operating systems, tampering or altering the device firmware and any signs of physical damage that were undisclosed prior to sending for repair will void your warranty and you may be charged for repair.
You can expect the phone to be repaired within 10 working days from its arrival at our repair centre but please allow additional days for postage. Please also note that Motorola do not accept claims for losses incurred by customers not following the process detailed in this message.
This is weird because on another thread on xda (http://forum.xda-developers.com/showthread.php?t=2574104) it said that even though I unlocked the bootloader, as I live in the EU I legally can get a hardware problem like this fixed by them for free as unless they can prove that unlocking the bootloader did this then they have to fix.
I don't wanna send it off and it come back as they think my warranty is void, how can I assert my rights in a situation like this to get my screen defect fixed?
Many thanks
No reply? Ah well
As an update I had a conversation with the online chat support motorola customer care thing last night, saying how I unlocked my bootloader however I believe that as I live in the EU I still have a warranty set out by a directive (I refered to this http://forum.xda-developers.com/showpost.php?p=56181695&postcount=40 a lot, provided a lot of useful information)
They then forwarded my message onto a relevant department (whoever that was) after saying many times that the warranty was completely void, and I spoke to them again today and they said they got a message back from said department who said the same thing where no repair can be issued as the warranty has been voided. I again tried to assert the EU law but he couldnt help me or even forward me onto someone who could help me, so I gave up.
I'm at a loss people The website in this post http://forum.xda-developers.com/showpost.php?p=56181695&postcount=40 said that if they refuse to repair then "you can sue him in a civil litigation and can report the incident to the national authority. In many European countries such action does not even require hiring a lawyer and is most of the time ensured by consumers associations." but I would have no bloody idea on how to do that.
To expand, I bought the device on Amazon but it has been more than 2 months since I got the device so I have no option to message them about the device specifically.
Someone please help me
My advice is to actually call your local Motorola service and speak to a person instead of writing them. If they still refuse your repair you should contact amazon as they have a very accommodating return policy. Last step is to visit your local consumer protection office and ask for legal support.
Bte from which country are you from?
ch1llahh said:
My advice is to actually call your local Motorola service and speak to a person instead of writing them. If they still refuse your repair you should contact amazon as they have a very accommodating return policy. Last step is to visit your local consumer protection office and ask for legal support.
Bte from which country are you from?
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The UK, I'm looking at Amazon and through my previous orders I cant contact them about my phone order anymore as its been more than 2 months, do you reckon I should just send an email to them anyway?
Thanks for replying by the way
Addapp said:
The UK, I'm looking at Amazon and through my previous orders I cant contact them about my phone order anymore as its been more than 2 months, do you reckon I should just send an email to them anyway?
Thanks for replying by the way
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Amazon have a great returns policy, you can contact them for return or refund of items out of the initial returns period using live chat. Use this link
https://www.amazon.co.uk/gp/help/contact-us/general-questions.html?skip=true
Use 'An order I placed', select the item and you can chat live with an agent. How you deal with it and what you say is wrong with the phone is then up to you.
If you're in the UK, the Sale of Goods Act is your friend, and holds the seller, not the manufacturer, legally liable for any defects in the product (the key phrases are "not fit for purpose", "not as described", and "not of merchantable quality").
In practice, this often means that you end up dealing with the manufacturer to resolve problems after purchase, since many retailers lack the facility to carry out repairs and end up being a conduit between you and the manufacturer; thus it's often easier to go to the manufacturer directly.
However, that still doesn't remove the seller's obligations under the law, and Amazon's policy doesn't supersede the law. If you've only had the phone for two months, and it was defective from the moment you received it, it's Amazon's legal responsibility to address the issue.
I would recommend requesting a full refund or a replacement with a new device. Make sure to wipe the old one before sending it back. If Amazon refuses to play ball, have a chat with your local Citizens' Advice Bureau. That said, in my experience Amazon is usually willing to abide by its legal obligations after only a little bit of to-and-fro reminding them of said obligations. I've successfully returned a few items more than a year after purchase because they should have lasted for several years (see the "not fit for purpose" mentioned above), although Amazon's initial responses were to suggest that nothing could be returned after thirty days, followed by a suggestion that I take it up with the manufacturer.
Just remind Amazon of the Sale of Goods Act's requirements, and you should be alright.
Thank you so much for the help!
I contacted amazon today rather than Motorola, and it literally took 5 minutes of live chat to get a replacement phone sent to me first class and the return label for the old one to come here. What a difference it is compared to the horrific experience from the Motorola live chat who don't even know the EU directive.
Really happy to now have a replacement coming rather than sending it to a repair centre and having no phone for a week.
Good result, and just as expected from Amazon. Their live chat system for returns/refunds is very straightforward.
I bought mine them too, not quite the cheapest, but worth a couple of quid extra for the piece of mind in case a replacement needed whilst under warranty.
Addapp said:
No reply? Ah well
As an update I had a conversation with the online chat support motorola customer care thing last night, saying how I unlocked my bootloader however I believe that as I live in the EU I still have a warranty set out by a directive (I refered to this http://forum.xda-developers.com/showpost.php?p=56181695&postcount=40 a lot, provided a lot of useful information)
They then forwarded my message onto a relevant department (whoever that was) after saying many times that the warranty was completely void, and I spoke to them again today and they said they got a message back from said department who said the same thing where no repair can be issued as the warranty has been voided. I again tried to assert the EU law but he couldnt help me or even forward me onto someone who could help me, so I gave up.
I'm at a loss people The website in this post http://forum.xda-developers.com/showpost.php?p=56181695&postcount=40 said that if they refuse to repair then "you can sue him in a civil litigation and can report the incident to the national authority. In many European countries such action does not even require hiring a lawyer and is most of the time ensured by consumers associations." but I would have no bloody idea on how to do that.
To expand, I bought the device on Amazon but it has been more than 2 months since I got the device so I have no option to message them about the device specifically.
Someone please help me
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Click to collapse
I unlocked my phone too and when I messed up with the system files, I sent it to 'MediaMarkt' (the shop from where I bought it), and they sent me my phone back a month later and said that it is out of warranty because of unlocking and rooting, and it was in Spain. But luckily I flashed the system files via fastboot and its working fine now.
I contacted the Citizens Advice consumers service in the UK and they replied with this:
pastebin .com/GpUxggaK (Remove Space, cant post links as I don't have 10 posts)
As a TL;DR they said to contact amazon, and that the UK actually has a 6 year warranty for faulty goods (good god thats a long time) and that they will send a complaint to the trading standards if I give them motorolas postcode and address so that's cool.
I'm expecting my new moto g to come tomorrow thankfully
Okay guys,
I have a 2014 Moto X that I bought brand new at best buy about 7 months ago for cash when my phone broke and I wasn't eligible for an upgrade or had insurance. Now it's suddenly not booting past the little globe animation. I've tried various ROMs, kernels, flashing it back to stock, you name it and no matter what it just won't boot past the damn globe.
So I go to the Motorola site to start the warranty replacement process.... They can't find my device on file whenever I enter the IMEI/MEID and request a copy of my receipt... Which I cannot find. I tried contacting Best Buy thinking they could pull the receipt by the IMEI but according to customer service that isn't something they can do since I paid cash.
Do any of you guys know who I can contact about getting a warranty replacement? My carrier (sprint) doesn't want to help me since I bought the phone with cash outside of my contract and claim they can't verify the warranty term because of that, best buy won't give me a receipt since I paid cash, and Moto won't help me without a receipt. I'm at the end of my rope here and would really like to get this phone replaced under warranty and not have to pay more for the replacement than I did for the original phone (the supervisor in the cell phone Dept discounted it to $49.99 just to get rid of it)
agentfusion said:
Okay guys,
I have a 2014 Moto X that I bought brand new at best buy about 7 months ago for cash when my phone broke and I wasn't eligible for an upgrade or had insurance. Now it's suddenly not booting past the little globe animation. I've tried various ROMs, kernels, flashing it back to stock, you name it and no matter what it just won't boot past the damn globe.
So I go to the Motorola site to start the warranty replacement process.... They can't find my device on file whenever I enter the IMEI/MEID and request a copy of my receipt... Which I cannot find. I tried contacting Best Buy thinking they could pull the receipt by the IMEI but according to customer service that isn't something they can do since I paid cash.
Do any of you guys know who I can contact about getting a warranty replacement? My carrier (sprint) doesn't want to help me since I bought the phone with cash outside of my contract and claim they can't verify the warranty term because of that, best buy won't give me a receipt since I paid cash, and Moto won't help me without a receipt. I'm at the end of my rope here and would really like to get this phone replaced under warranty and not have to pay more for the replacement than I did for the original phone (the supervisor in the cell phone Dept discounted it to $49.99 just to get rid of it)
Click to expand...
Click to collapse
Without your receipt, there is nothing you can do. When you pay in cash it's important not to loose the receipt because there is no record of when you purchased it other than the receipt they give you during the purchase. Sorry but you will have to pay for the repair yourself since you don't have a receipt.
Sent from my XT1095 using Tapatalk
AGISCI said:
Without your receipt, there is nothing you can do. When you pay in cash it's important not to loose the receipt because there is no record of when you purchased it other than the receipt they give you during the purchase. Sorry but you will have to pay for the repair yourself since you don't have a receipt.
Sent from my XT1095 using Tapatalk
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Yeah, that's what I figured was going to happen. I know I didn't throw the damn thing away, I just have to figure out where I left it. It's frustrating that best buy can't look it up by the IMEI though... Or rather, I KNOW that they can and they just won't. When I worked for at&t, we had incidents involving warranty claims where someone would scream and yell about their phone only being six months old but they bought it at best buy with cash, and we were able to call them and have them look it up by the IMEI (most of the time it was a few months out of warranty and the customer knew it) but when I said that on the phone, BB customer service said they've "changed their retail system since then", which I know is a load of BS, they just want me to come buy another phone.
agentfusion said:
Yeah, that's what I figured was going to happen. I know I didn't throw the damn thing away, I just have to figure out where I left it. It's frustrating that best buy can't look it up by the IMEI though... Or rather, I KNOW that they can and they just won't. When I worked for at&t, we had incidents involving warranty claims where someone would scream and yell about their phone only being six months old but they bought it at best buy with cash, and we were able to call them and have them look it up by the IMEI (most of the time it was a few months out of warranty and the customer knew it) but when I said that on the phone, BB customer service said they've "changed their retail system since then", which I know is a load of BS, they just want me to come buy another phone.
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Click to collapse
I used to work for best buy about 6 years ago. They can't look it up by IMEI. The EMEI is not connected to the receipt. It's not that they don't want to, they really can't.
Sent from my XT1095 using Tapatalk
I know this is a bit of thread necromancy (not too bad since it's only a few months old) but I've resolved the issue just in time.
I thought I had lost or thrown away the receipt, but it turns out I had apparently used it as a bookmark for a book I was reading in a doctor's office the same day I purchased the phone and I just decided to finish the book yesterday, took it off my bookshelf and TADA! THERE'S THE RECEIPT!!
I've taken a picture of it and was able to finally proceed with the warranty process and just received an email from moto telling me that my claim has been changed from "on hold" to "open" after being reviewed.
The purpose of this reply is twofold; 1) so I can definitively say that you cannot get a warranty claim through moto directly for no-contract devices without a receipt if they were purchased through another seller rather than straight from moto because they do NOT keep any sort of records that tell them whether or not it's still within the warranty term beyond the manufacture date, so if the phone was physically assembled more than a year ago, the warranty claim system will automatically tell you to provide proof of purchase, and 2) so I can mark this thread solved in case anyone else loses their proof of purchase and searches to see if there's anything you can do (there isn't) if you paid in cash
Whew. My warranty ends 7/17/2016 so I found it just in time!
AGISCI said:
I used to work for best buy about 6 years ago. They can't look it up by IMEI. The EMEI is not connected to the receipt. It's not that they don't want to, they really can't.
Sent from my XT1095 using Tapatalk
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Click to collapse
Late reply, but THIS is absolutely correct. Though they used to be able to about 7-8 years ago, they have indeed changed their inventory system to having some sort of internal identifier. I've found the receipt, and it has a bunch of numbers for the device, but none of them are the IMEI,HEX,MEID, or even the retail SKU from the original box. There's literally nothing, when looking at the receipt, that would allow them to look up that particular sale just by providing the box.
After going thru the Note 7 fiasco twice, preordered a Unlocked note 8 from Samsung. It has a hardware issue that prevents it from automatically charging when connected.
SAMSUNG HAS NO REPLACEMENT PROGRAM FOR A NEW NOTE 8 THAT IS MALFUNCTIONING, SO BUYER BEWARE.
They will offer a full refund if you send back the phone with the included SD card and wireless charger. Unfortunately, I have already sent them the phone I bought in the meantime (Pixel XL) for a trade in.
I now will have to send the brand new phone in for repair. Lovely support for direct buyers who supported Samsung during the exploding note 7 events.
Last Samsung phone I will ever buy. What a disappointment.
F1nman said:
After going thru the Note 7 fiasco twice, preordered a Unlocked note 8 from Samsung. It has a hardware issue that prevents it from automatically charging when connected.
SAMSUNG HAS NO REPLACEMENT PROGRAM FOR A NEW NOTE 8 THAT IS MALFUNCTIONING, SO BUYER BEWARE.
They will offer a full refund if you send back the phone with the included SD card and wireless charger. Unfortunately, I have already sent them the phone I bought in the meantime (Pixel XL) for a trade in.
I now will have to send the brand new phone in for repair. Lovely support for direct buyers who supported Samsung during the exploding note 7 events.
Last Samsung phone I will ever buy. What a disappointment.
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Well, i have heard the same thing.. return it, then, order again and we will send a new one. Weird. Anyone would feel it should be an even exchange, where they send a replacement, and we should send the defective one back.
myechophone said:
Well, i have heard the same thing.. return it, then, order again and we will send a new one. Weird. Anyone would feel it should be an even exchange, where they send a replacement, and we should send the defective one back.
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They should be covered under warranty instead call claims dept?
If I want to send my Note 8 back to them with the included wireless charger freebie, I threw the box of the charger out, any issues? Also my micro SD card is on back order. I am aware that all freebies need to be sent back also.
I tried to get them to fix my broken wireless charging, they say thier own quick charger is not compatible. Lol. I am sending the info to the Qi alliance..
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Didn't you folks who did the N7 promo pre-order get the Samsung Premium Care included free? It came with my pre-order. That service claims they repair/replace the phone very quickly, "hand delivered" to your home, etc. I thought I got 2 months for free, but maybe it's only 1.
doesn't the cc you bought it with have some kind of a warranty?
jejb said:
Didn't you folks who did the N7 promo pre-order get the Samsung Premium Care included free? It came with my pre-order. That service claims they repair/replace the phone very quickly, "hand delivered" to your home, etc. I thought I got 2 months for free, but maybe it's only 1.
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I selected that just in case something went wrong the first couple of months. It's 2 months free.
F1nman said:
After going thru the Note 7 fiasco twice, preordered a Unlocked note 8 from Samsung. It has a hardware issue that prevents it from automatically charging when connected.
SAMSUNG HAS NO REPLACEMENT PROGRAM FOR A NEW NOTE 8 THAT IS MALFUNCTIONING, SO BUYER BEWARE.
They will offer a full refund if you send back the phone with the included SD card and wireless charger. Unfortunately, I have already sent them the phone I bought in the meantime (Pixel XL) for a trade in.
I now will have to send the brand new phone in for repair. Lovely support for direct buyers who supported Samsung during the exploding note 7 events.
Last Samsung phone I will ever buy. What a disappointment.
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I am NOT a lawyer.
Is that situation legal? I have never heard such a case, not even in this country where customer care is an unknown concept! Customers here are simply a disruption to to the life of sales staff! If I have a problem I ALWAYS ask for the manager even then its hit and miss.
That is a disgrace and you simply MUST protest and speak with a manager, not the person who answers the call lines etc. Write a letter of complaint, keep all copies. Samsung should receive your faulty mobile and simply ship you a new one as all outlets do in person.
Have you read your order contract? It may well be where you live 'all' Samsung must do is refund you? If that is the case and I have no idea, you maybe stuffed? I do know that no company can write regulations that are contrary to the law of the land.
Absurd situation. You must not let this rest. Fight for your rights. Please let us know how you progress and the very best of luck.
Ryland :good:
Still no help from Samsung.
SAMSUNG HAS NO REPLACEMENT PROGRAM FOR A NEW NOTE 8 THAT IS MALFUNCTIONING, SO BUYER BEWARE.
My guess: Samsung has no stock to swap out with yet - they shipped them all.
F1nman said:
Still no help from Samsung.
SAMSUNG HAS NO REPLACEMENT PROGRAM FOR A NEW NOTE 8 THAT IS MALFUNCTIONING, SO BUYER BEWARE.
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As painful as it might be, can you tell us what you have done to date? Have you written to Samsung, sent an email, spoken to a manager or the customer services department? Your original post is disturbing and you MUST not accept such a situation BUT i'm afraid its you that has to sort it out.
If you are dealing with phone reps you are wasting your time. Are you in the USA? In Europe there are numerous consumer help offices that will willingly and freely take such cases on your behalf and do their best to sort things out.
In most countries in Europe at least one of those such consumer bodies have legal teeth. Use one.
A massive multi national like Samsung will have a way of ensuring your faulty mobile is replaced with a new one without it affecting your pre sale offers. You 'just' need to contact the right person and that IS a problem.
Ryland
---------- Post added at 11:59 AM ---------- Previous post was at 11:47 AM ----------
pouelle said:
My guess: Samsung has no stock to swap out with yet - they shipped them all.
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I agree but Samsung could, if they wished, get a replacement from a store that has overstocked then replace the OP's mobile. One has to insist and fight and that's also unacceptable.
Samsung in this country have a very cleaver way of passing the buck. Samsung don't sell direct to the customer despite they have their Samsung site BUT Samsung here use sub contractors as distributors so if one has a problem all Samsung do is suggest the customer contact said distributor!
Experts at covering themselves by passing the buck and dodging responsibility. Such practices are not illegal either.
WE have actual Samsung shops here. Everything Samsung from the carpet to the sales staff uniforms etc blah blah. They will sell you anything Samsung BUT if a problem arrisses they will inform you they are 'just' a franchise and cant help you!
When Nokia was big it was exactly the same situation, still is for the fruity brand! No idea how they get away with it?
Ryland
Almost makes me want to cancel my pre order and pay $300 more to get it from Best Buy or Sprint :/. I don't want to send my Note 5 to Samsuck and be without a phone. I actually can't, I work from home and use my phone for work. Sucks that Sprint and Best Buy don't honor Samsung's promotion.
Thanks for all the replies. I finally reached high enough in the ladder at Samsung for them to offer a replacement in 2-3 weeks. I can live with that, as the phone is usable, just a PITA to charge (phone often has to be restarted b4 charging. We will see how this turns out.
F1nman said:
Thanks for all the replies. I finally reached high enough in the ladder at Samsung for them to offer a replacement in 2-3 weeks. I can live with that, as the phone is usable, just a PITA to charge (phone often has to be restarted b4 charging. We will see how this turns out.
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Good news, well done. :good:
Ryland :highfive:
F1nman said:
Thanks for all the replies. I finally reached high enough in the ladder at Samsung for them to offer a replacement in 2-3 weeks. I can live with that, as the phone is usable, just a PITA to charge (phone often has to be restarted b4 charging. We will see how this turns out.
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Hey who did you contact up the chain? My wife's has touchscreen issues. Where the phone becomes unresponsive by touch randomly than start working again. It is definitely either a software or hardware issues so I'm gonna have to contact them. Will you PM me the email address, phone number, or name of the person you spoke with?
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I do not have a name or email. I finally reached a support tech willing to bump it up the chain, after having them turn me down previously. Reached a supervisor, who was willing to try to help me. Looked up my account to see I am a long time note user. At least he gave me a ticket number for the problem, I will keep you posted after any change.
(If you let them call you back when talking to the e-commerce division, they seem to be a little less rattled, and more willing to deal with you). YMMV
F1nman said:
I do not have a name or email. I finally reached a support tech willing to bump it up the chain, after having them turn me down previously. Reached a supervisor, who was willing to try to help me. Looked up my account to see I am a long time note user. At least he gave me a ticket number for the problem, I will keep you posted after any change.
(If you let them call you back when talking to the e-commerce division, they seem to be a little less rattled, and more willing to deal with you). YMMV
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I didn't get that far with them. I even talked to Executive Customer Relations and they said they would not send a replacement if I had not already sent it in for repair which is ridiculous because it is a brand new freaking phone. The only option they gave me was refund and reorder.
That opened up a whole other can of worms where the freebies aren't available anymore and had to complain about that till they let me keep the freebies from the defective phone order, but I'm still having to wait for a brand new link to get the $425 off due to being an old Note 7 user.
All they simply had to do was return and replace but they have absolutely no mechanism to do that. Ridiculous for a company that big.
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I’m in the same boat, lost my note 7 trade in promo and they have my trade in since sept 15th. Will issue a so called coupon 6-8 WEEKS, WHEN all the note 7 promotions will be over with.
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I have premium care and it offers no deductible so I’m thinking about going this route to get a exchange replacement but that replacement could be a refurbished unit, highly unlikely this early. Need to call Samsung direct tomorrow and get this figured out .
Consumer Credit Act 2015 (UK)
If you purchase online you has the distance sales protection of reurting the item as per the suppliers terms and condition which is usually within 14 days for a no question/reason refund. Please check the returns policy.
if the product develops a fault within 30 days you have two options.
1. Request a full refund
2. Request a brand new replacement
if after 30 days and before 6 months of the purchase date your product develops a fault the company has only 1 oppertunity to fix the product. If the phone has a further fault then you can request a full refund.
If after 6 months but before 12 months you can request a refund but they can deduct for fair wear and tear.
hope this helps!