[Q] At&t warranty, gettting a new phone - Captivate Q&A, Help & Troubleshooting

so today i went to the AT&t store to get a new captivate because my captivate's gps was not working.
When i asked for a new one they said that their store does not support the warranty system and so i had to go to a store in downtown(app. 30min) to ask for a new one.
they also gave me a "AT&T DEVICE SUPPORT CENTER REFERRAL FORM" which has a least of phones under warranty and all that other stuff.
they told me to call 1-800-801-1101 and that they will try trouble shooting and if that doesnt work they will send me a new phone.
I am currently on stock with nothing touched.
Is it safe for me to call the number?
and for people with experience, do you think that calling easier and more convenient then going to a store 30 min away?

i use to work for att what u went into is a authorized retailer so they cant do that an actual att store might. i know there are warranty centers too and when u call that number and after they trouble shoot they will give u the option of them sending u a new or taking it to that warranty center. u can dial a certain number on ur phone that will be directly to att and be free of mins instead of that 1 800 number and charging u mins i cant think of it but i think its 611 so if u call it and talk to them they will transfer u over to warranty i think.

I got 2 replacement cappy from service center. Everytime before i walk out with the replacement i asked them if i can exchange the phone if gps sucks compare to a working cappy. Both time the rep told me no problem. This may be a ymmv thing. But You can just use the random shut down execuse, it's a known issue that they cant denie to replace your phone. It's hard to check on spot also. I would say making a call vs walk in is just depends on if u want to wait for the shipment.

I called the number and they really didnt help at all... They just said updating to 2.2 would fix it.. Which it didnt..
Anyway im going to the warranty center on sunday so hopefully i'll get a new cappy!
Sent from my Galaxy S captivate

they usually do that making u upgrade and crap but if u call back in and tell them u did and still dont work they cant deny it. if ur close to a service center thats the best way. my closest one is like 40 or 50 miles away

Related

Optus Customer Service

I rang up trying to get a second hand handset (Sony k800i) SIM unlocked, cos i dont have a cable for it.
they said i would need to know the number of the sim that activated the phone to determine whether it had $80 of recharge or 6months use (which it has had both, but not on the original sim).
This is fine except i have no idea who was original activator. it is essentially now unfindoutable.
after explaining this to the girl (whom i assume was not in a call centre on this continent) 5 times, she repeated that i had to find it several more times, to which point i just hung up, because she was not willing to accomodate that i could not do it.
does anyone have a work around for this? (aside from spending money on a cable or on the online unlockers, i.e. get optus to come to the party?)
Cheers,
With my experience (used to be a supervisor in a call center), I handled several accounts (telecommunications, gaming console and some technical account) what they usually do is give you an unlock code if you are the original owner of the phone, but if not they will keep on asking you some information that you "really" don't know just like that girl asking you. For the reason "security purposes", they are thinking like you stole the phone or some what like that. They have the unlock code for that but they just won't give it to you. With samsung phones, it goes like this...if you got a second hand phone from someone and it is locked with..let's say verizon...and you want to use it with AT&T..first you have to call verizon to ask for their permission so you can use their phone with a different network, if you are lucky enough they'll give it to you and they'll advise you to call the manufacturer of the phone so you can have the rest of the unlock code. When you call the manufacturer of the phone, they'll ask you if verizon gave you any unlock codes and if you do have they'll give you the rest. Well, that's how it works with samsung. I am not particular with SE. Here's the thing man, if you think that their customer service is from a call center, never hang up the phone, stay on the line as long as you can, if you stay longer let's say more than an hour and keeps on insisting, that agent will give up on you, one of the reason is that in a call center they have this what they called "AHT..average handling time..etc" of course if differs defending on the account that they are handling so for example that girl is allowed to talk to you and resolved your issue in anyway (as in anyway like brush you off) within 8mins and you stayed longer than 8mins that will ruin her AHT, her score for that day, she will fail her daily AHT, weekly AHT, monthly AHT and so on and she might lose her job. So to make it short since I am explaining it too long already and since you want some other ways to unlock the phone by not paying online unlockers and buying a data cable just to unlock it..just stay on the phone longer, as long as you can, repeat everything but if she still refuses to help you ask for a supervisor/tier 2/level 2 wahtsoever ...she will say "my supervisor will tell you the same thing"..tell her to get lost and still insist for a supervisor/tier 2/level 2 wahtsoever. If you were able to talk to a supervisor then that might resolve that. But if that supervisor is as a**h**e as the agent then you're doom, no way to unlock you SE for free but to buy a data cable or have it unlock online. Whew...in the other hand I am a good supervisor and since I am a good one let me see what I can do to help you out, ok? PM me the SN, IMEI or CDA of that phone and let me see if I can still contact my old folks.
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my friend emailed me this sites, try to check this out but still you need a cable
http://forums.se-nse.net/index.php?showtopic=6118
http://forums.se-nse.net/index.php?showtopic=16338
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well my friend said unlock codes does not work on all phones. some phone needs to be unlock via a software some just codes. k800i needs a software and of course a cable and he said you need a K800i.mbn firware etc...
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try this..maybe...you might find the original activator of that phone...
>*<<*<*
Where < or > are directions on the joystick, and * is the bottom left hand button on the keypad.
Cheers for your indepth response. i knew that it could be done, and i told her, just like you say, she repeated the script.
i had a look in the phone system menu (<*..<*) but not sure where to see how / when it was activated?
the phones IMEI is **
Network simlock is at setting 4, this obviously means locked, but does it mean anything else? is there some sort of code level list?
Optus customer service is crap at best, **** at worst....
Some how they manage to be worse than other fine outfits like dodo

possibly lost phone.. have a couple questions.

well i dont know where my phone went i misplaced it , i know it wasnt stolen as of the most part...could of been by now. unfortunately battery was dead when i lost it so i couldnt call it to try to find it or run my locater app on it.
i do have the insurance on the phone so if i dont find it can i just go to a tmobile store and pay my deposit and get one on the spot from them? or do i have to call it in
I think you have to call the insurance company and have them issue you a replacement phone (may be refurbished). They may make you file a police report first.
badbob001 said:
I think you have to call the insurance company and have them issue you a replacement phone (may be refurbished). They may make you file a police report first.
Click to expand...
Click to collapse
Sorry to her about you loosing you're phone.
best thing to do is.
Call the network and report (Gotta Be within 24hours hours - With imei and last call/text/gprs activity time)
Report to the police (get a ref number from them)
Report to insurance company (they will ask for the ref number)
A couple of days later they should auth the network(or whoever you got it from) to give you another one.

My Account app.. [SOLVED]

updated to new version, i get an error message "Phone Model Not Found" 'My Account application is designed only for T-Mobile Android supported phones. We're working on a solution for unsupported phones.'. is anyone getting this? my phone is rooted and running Cyanogen ROM. called TMobile and they could not resolve this issue.
Try removing app reboot and reinstalling? Haven't heard of this problem and mine works fine..
Same issue CM 3.9.2
i called TMO and they told me to uninstall and reinstall. same problem. I didn't have the guts to tell the Tmo rep that my phone was rooted...so they could not resolve this issue..though my friend who works for TMo says they don't care if your phone is rooted...i might just give them a call tomorrow again..
Umm, not reccomended, I talked to a customer svc rep on my 4th warranty swap and to try to bypass all t he retarded troubleshooting told him id reverted it back to rc 29 to try to fix it.... he took that to mean id rootesd it and started the process of voiding my warranty... :-((( I immeadeatly asked to speak to a supervisor and told him id only reloaded the stock rc29 rom and that in no way an official firmware should touch my warranty he aggreed and told me they'd be explicitly checking my phone for 3rd party mods..... I wasn't an happy panda....
On another incident I spoke to a much cooler rep and mentioned installing an app id found here on xda, he immeadeatly warned me 3rd party mods void my warranty and I clarified by saying it was only an application not a ROM....
Maybe I get the dickheads or my call center is just on the watch for it or what I had a t-mo store assoc. Tell me that no software ROMS firmware etc could void the warranty, only hard mods eg. Opening the phone
This problem is discussed extensively in this thread along with some potential fixes.
http://forum.xda-developers.com/showthread.php?t=542317
i got this to work.
ESKIMOn00b said:
Maybe I get the dickheads or my call center is just on the watch for it or what I had a t-mo store assoc. Tell me that no software ROMS firmware etc could void the warranty, only hard mods eg. Opening the phone
Click to expand...
Click to collapse
Throw them off their game by asking which Primus article or Streamline path indicates that a flashed ROM will void your warranty. Seriously - I know of no such policy. Of course, maybe I'm just to generous. You tell me what I want to hear and I'll send out a phone (assuming I know it not to be a stupid problem like no memory left on a blackberry, etc)...
But seriously I keep hearing on forums like this people talk about voiding your warranty with rooting, but I don't see anything in policy. I'd like to know if anyone has ever been charged the $100 OOW fee due to a rooted phone?

[Q] HELP!! My Phone got some problems

the IMEI is changed but i don't know why!
the original IMEI is 35175xxxxxxxxxx but now 004900xxxxxx0000.
WHO can tell me [email protected]@
now i can't download the Apps successfully from Android Market.
when i click the apps, they will just present "start downloading..."
yet, it won't install the apps.
i just back home from samsung customer service centre.
the staff told me that i was changed the software of the main board of the phone.
if i wanna fix the phone, i need to pay (2000 hong kong dollars ~ 255 US dollars) to change the main board and to wait more than one month.
WHO can really help me!!!
I don't want to pay.so expensive!!
Can I fix the problem??
i need your hands!!!!!!!!!!!!!!
Did you install Froyo?
Nothing you can do. However, if you only ever used kies for updates, they shouldn't be able to do that. But your phone is under warranty, so the charge is a bit funny (there might be a charge, but it shouldn't cost THAT much)
He most likely installed froyo beta, do a search as theres a few threads and fixes for it.
AllGamer said:
Did you install Froyo?
Click to expand...
Click to collapse
no!
I haven't install Froyo
andrewluecke said:
Nothing you can do. However, if you only ever used kies for updates, they shouldn't be able to do that. But your phone is under warranty, so the charge is a bit funny (there might be a charge, but it shouldn't cost THAT much)
Click to expand...
Click to collapse
IMEI is changed so the warranty will cancel automatically.
The only time i've seen when people got their IMEI switched is when they installed the leaked ROMs from Korea
if you didn't do it, then some body else did, or your got might have been swapped when you didn't noticed or something along the line
the IMEI doesn't change on its own, there is no download able android market software that can do that, as it's againts the law to begin with, and 2 it voids the warranty, and 3 you can be charged of criminal theft for cloning somebody else IMEI etc, etc
so yeah, thes no way that was done via download able software
it had to be plugged in to a computer usin Odin or something along the line, or maybe Jtagged to be able to change that sort of thing
Did you buy the phone from some body else?

sim card errors, self service pops, etc. Phone, sim, or sprint problem?

I just got an HTC one a few days ago off ebay. I love it so far but I am having some issues. Running OMJ's sprint one rom. Flashed multiple times with full wipes, etc.
I keep getting invalid sim messages, sprint self service keeps opening randomly (even when in pocket, which then leaves phone unlocked and i start pocket calling)
It's starting to drive me nuts. Anyone else had these issues? Is my phone possibly not activated correctly? Lady i dealt with on phone activating seemed like a rookie... Is my sim card bad? 4g works at times, calls work, everything seems ok..
This happened to me on Stock non rooted after I activated my replacement.
Just contact sprint via chat ( I did LITERALLY 5 mins ago). It's caused by a Sprint error while inputting your UICC or something.
The chat guy just gave me a service update and a profile update, and voila! I'm getting my 4G back, all 1.25 Mbps of it!
I realize that you do get 4G sometimes, but would NEVER get it. Other than that, our problems are the same.
sauprankul said:
This happened to me on Stock non rooted after I activated my replacement.
Just contact sprint via chat ( I did LITERALLY 5 mins ago). It's caused by a Sprint error while inputting your UICC or something.
The chat guy just gave me a service update and a profile update, and voila! I'm getting my 4G back, all 1.25 Mbps of it!
I realize that you do get 4G sometimes, but would NEVER get it. Other than that, our problems are the same.
Click to expand...
Click to collapse
sprint chat, gave me slowest agent in world. took 25 mins for them to tell me to remove the sim and put it back in. Finally, they said my sim wasn't paired to my phone and I had to go to a store to fix.
So today, I go to store, wait around forever. I am told my sim is active on another account (uhh? no.. ) and the only way to fix is a new sim. Ok cool, give me a new sim and lets do this!
They dont have sim cards.... Corporate store, no sims. No way to order them, no way to get them, nothing. The only "solution" they have and I can't even do that. Driving me effing nuts. On phone again now trying to figure something out.
milkit said:
sprint chat, gave me slowest agent in world. took 25 mins for them to tell me to remove the sim and put it back in. Finally, they said my sim wasn't paired to my phone and I had to go to a store to fix.
So today, I go to store, wait around forever. I am told my sim is active on another account (uhh? no.. ) and the only way to fix is a new sim. Ok cool, give me a new sim and lets do this!
They dont have sim cards.... Corporate store, no sims. No way to order them, no way to get them, nothing. The only "solution" they have and I can't even do that. Driving me effing nuts. On phone again now trying to figure something out.
Click to expand...
Click to collapse
going on over an hour on the phone. Transferred from customer support, to tech support, to SALES, back to tech support, now waiting for who knows who. About 10 mins away from not having Sprint service anymore
milkit said:
going on over an hour on the phone. Transferred from customer support, to tech support, to SALES, back to tech support, now waiting for who knows who. About 10 mins away from not having Sprint service anymore
Click to expand...
Click to collapse
That's some bull. Demand a solution or a free early termination. I would punch somebody if I got service like that.
sauprankul said:
That's some bull. Demand a solution or a free early termination. I would punch somebody if I got service like that.
Click to expand...
Click to collapse
Sprint Technical Support "do you mean the memory card?" NO idoit. HTC one, one of your flagship phones, does not even have a memory card!!! She also told me to remove the battery, then decided wiping the phone was the way to go. I refused.
The guy at Sprint Corporate store told me to move my sim from old Note 2 into my HTC One to fix it.
Every person I talk to is clueless.
This error has nothing to do with your phone, as far as I know. Actually, you know what? Do another Sprint chat and ask for Corey N. If they ask you why, tell them someone else had the same problem and Corey fixed it a couple days ago.
Yeah, but keep at it. It's nothing to do with your phone. I told Corey that my phone was able to receive a 4G signal before I activated it. That is what triggered him to check the service info. Otherwise, I too was going to have to get a new SIM card. Tell them they have to use your UICC ID to give you a service update.
Good luck man. You'll probably need it.
sauprankul said:
This error has nothing to do with your phone, as far as I know. Actually, you know what? Do another Sprint chat and ask for Corey N. If they ask you why, tell them someone else had the same problem and Corey fixed it a couple days ago.
Yeah, but keep at it. It's nothing to do with your phone. I told Corey that my phone was able to receive a 4G signal before I activated it. That is what triggered him to check the service info. Otherwise, I too was going to have to get a new SIM card. Tell them they have to use your UICC ID to give you a service update.
Good luck man. You'll probably need it.
Click to expand...
Click to collapse
i became aware it wasnt the phone pretty quick. I spent 30 mins explaining that multiple times only be to told i was being transferred and notes would carry over, then new person wouldnt have any clue what i was calling about. I finally gave up and hung up on phone. Got on chat, and i told the lady how to fix it.
She was having me do reboots and stuff and I just said, listen... Here is my sim card #, can you tell me if that sim is activated on my phone or someone elses. She looked and said it was active on another account. I said ok, THAT is the problem. I told her to either send me a new sim, or get it off the other account and on to mine since it was obviously a mistake. After another 30 mins she got i working finally.

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