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Ok, so first hello to everyone! First time posters but I've been trolling around for a little bit, trying to get research on different phones offered by HTC and how they operate on each network, etc. and how customizable they are. Basically, I've concluded that the Tilt(Kaiser) is the one for me, graphics driver issue or not.
My only concern is that ATT does not offer a warranty for it, so what happens if I drop it in water, etc. Not saying that this is going to happen, but I always like to cover my bases. Does HTC offer an extended warranty, or any kind of protection at all? I don't want to end up paying 300 bucks and after a year or so get screwed because it is not working or something. I'm not really made of money, I mean, I can afford the phone, but not really buying another one, especially because you can't really (as far as I know) get a new one at the same price you'd pay for one with a new 2 year contract.
Anyway, sorry for the side track, and also if this was already answered, I hadn't seen it in my searches.
there was another thread regarding insurance issue...maybe theres info there for u
I would recommend you to check out Square trade. I am a veteran phone seller ( not really a pro ) and I always recommend my buyers with square trade. Their price is reasonable and their service is pretty much hassle free.
Beside that , since there is no warranty anyway, get the refurbished phone. Refurbished phone is checked twice , so the chance of defected item is low. With 2 years contract you can gat a Tilt for 150 bucks, which is a great deal compare with 450-550.
When I spoke to ATT last week, they told me by early june ALL phones (minus iphone of course..) will be insurable including the tilt...but the tilt and similar phones will have a higher deductable ($125ish if i remember right)
aberz said:
Beside that , since there is no warranty anyway, get the refurbished phone. .
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Warranty Exchanges
Wireless devices carry a one-year warranty from date of purchase. To make a warranty claim after the first 30 days from purchase, call 1-800-801-1101. Apple branded equipment is covered by Apple's one-year Limited Warranty; refer to apple.com for details
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.
Over two weeks ago sent it in for the repair because from what I've seen, swapping at Verizon would just get me the same issue again. Got into them, stated part was on backorder. Decided to tell them send it back to me and I'd keep swapping with Verizon as I work in IT and can't be without a phone for an unknown period of time. Well, this is what I got back:
http://imgur.com/qZuLd9R
http://imgur.com/2Vfm6cc
They set up "overnight" back to them on Thursday 6/4/2015. I got it in on 6/5/2015 to UPS. They screwed up (Samsung) and didn't select Saturday so they got it Monday. Danny at the Executive Customer Relations set this all up, promised me the phone back no later than 6/10/2015. I call Tuesday, 6/9/2015 since no activity on ticket yet they signed at dock 6/8/2015. They stated issue with ticket, had to create new one, will be fixed/shipped Wednesday back Thursday. Wednesday comes, no activity, call again, they state tickets take 2-3 days under executive terms, I said wait, you created this new ticket, the original started Monday, they apologized "nothing they can do" (This was Ratamus at Executive Team, stated he was a manager), will be to me no later than Saturday, will have overnight with Saturday delivery. Thursday night, shipping created, 2 day air of course, not yet picked up. Friday I call, they say UPS has it, even though tracking says otherwise, I tell them I don't believe it, they say it will be here and "sorry we selected 2 day" Sure enough this morning I check, delivery scheduled for Tuesday now, I call to make them aware this is the absolute worst experience I've had in my entire life with customer service, and they will be getting a letter and complaint to BBB. I've made sure to post pictures of this on social media as giant companies need to be held accountable while touting an "excellent customer service experience is our goal".
Beware...
Update: About 3 weeks of waiting and I have a working phone. The Accelerometer, Gyroscope, Battery (for unknown reason) and USB port (again, unknown reason) were replaced. While it's in perfect working order at the current time I am filing with the BBB for the lack of communication, time wasted and outright lies from Samsung customer service and their executive team. Not to mention nobody with a defect this wide should have to be with out a phone for any period of time near this.
Sent from my SM-G925V using Tapatalk
I believe we have reached the point with these phones (all brands, all carriers) that we MUST not ever be without them at all EVER! All companies must be forced to provide a comparable replacement/loaner (if you will) to the customer until all warranty/defect issues are completely resolved. Now when it comes to end user damage such as a dropped phone/cracked screen etc., etc. Then the same should apply except it is up to the end user/customer to have purchased their own insurance plan in order to get the replacement phone before having to send in the broken one. These companies created this monster that we all have come to depend on for all of our communication needs and they MUST provide us with a way to keep our communications needs in tact while they repair and or replace defective phones. Especially with the prices we pay!!!
Chilinmichael said:
Over two weeks ago sent it in for the repair because from what I've seen, swapping at Verizon would just get me the same issue again. Got into them, stated part was on backorder. Decided to tell them send it back to me and I'd keep swapping with Verizon as I work in IT and can't be without a phone for an unknown period of time. Well, this is what I got back:
http://imgur.com/qZuLd9R
http://imgur.com/2Vfm6cc
They set up "overnight" back to them on Thursday 6/4/2015. I got it in on 6/5/2015 to UPS. They screwed up (Samsung) and didn't select Saturday so they got it Monday. Danny at the Executive Customer Relations set this all up, promised me the phone back no later than 6/10/2015. I call Tuesday, 6/9/2015 since no activity on ticket yet they signed at dock 6/8/2015. They stated issue with ticket, had to create new one, will be fixed/shipped Wednesday back Thursday. Wednesday comes, no activity, call again, they state tickets take 2-3 days under executive terms, I said wait, you created this new ticket, the original started Monday, they apologized "nothing they can do" (This was Ratamus at Executive Team, stated he was a manager), will be to me no later than Saturday, will have overnight with Saturday delivery. Thursday night, shipping created, 2 day air of course, not yet picked up. Friday I call, they say UPS has it, even though tracking says otherwise, I tell them I don't believe it, they say it will be here and "sorry we selected 2 day" Sure enough this morning I check, delivery scheduled for Tuesday now, I call to make them aware this is the absolute worst experience I've had in my entire life with customer service, and they will be getting a letter and complaint to BBB. I've made sure to post pictures of this on social media as giant companies need to be held accountable while touting an "excellent customer service experience is our goal".
Beware...
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Yes I agree your situation is terrible and you shouldn't have to deal with it but the bbb is pretty much useless. I owned a business and the bbb makes you pay to be a member and have little affect on anything other than of someone is mad they call for the customer and try to get the problem resolved. Was a member for 1 year and never renewed.
jaseman said:
I believe we have reached the point with these phones (all brands, all carriers) that we MUST not ever be without them at all EVER!
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Ok... You can think that all you want, but that doesn't mean they have to do it. No more than a car manufacturer has to give you a loaner while your car is being repaired. Some choose to give loaner cars, but they aren't obligated to.
If you can't live without a phone for a few days, it is YOUR responsibility to have a spare.
JasonJoel said:
Ok... You can think that all you want, but that doesn't mean they have to do it. No more than a car manufacturer has to give you a loaner while your car is being repaired. Some choose to give loaner cars, but they aren't obligated to.
If you can't live without a phone for a few days, it is YOUR responsibility to have a spare.
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Couldn't disagree more!
All reputable car dealerships provide loaner cars for warranty repairs. If they didn't they would not have customers. Must we have a spare car laying around in case our new, under warranty car, needs repairs? Granted the cost of a spare car is certainly more than a spare phone (not by much though at today's rates) but that should become part of the customer experience for cell phones also. Just calculate what "we" pay for one smart phone per year, including all communication services, and nearly mandatory insurance, and then look at the huge profit these companies are making, it seems to me that to provide us with a loaner that they can sell as a refurb later on is not asking too much!
Not even CLOSE to true. Many dealerships don't give out loaner cars. I've worked directly with dozens of dealerships from hyundai, Ford, to Audi - and it is not a given at all.
And no, you're not supposed to have a spare car... You are supposed to get a ride or rent one.
Obviously of you find a phone manufacturer that gives out free loaners, then feel free to give them all your business.
Good luck.
jaseman said:
Couldn't disagree more!
All reputable car dealerships provide loaner cars for warranty repairs. If they didn't they would not have customers. Must we have a spare car laying around in case our new, under warranty car, needs repairs? Granted the cost of a spare car is certainly more than a spare phone (not by much though at today's rates) but that should become part of the customer experience for cell phones also. Just calculate what "we" pay for one smart phone per year, including all communication services, and nearly mandatory insurance, and then look at the huge profit these companies are making, it seems to me that to provide us with a loaner that they can sell as a refurb later on is not asking too much!
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Lol is this a serious post
Quite the different outlooks here. From my experience here on Long Island in NY, yes, car dealers give out loaners if it's an extended repair more than a day, on average if under warranty. Cell phones are obviously not a car, and if I wanted a "loaner" in this situation I would have simply brought the phone into Verizon, they take it and send it in for repair and I get a replacement on site to keep (a refurb or new replacement, that's up to them per contract agreement). Since this issue was not fixed with any batch yet, the only option was to send into Samsung direct which they don't offer a loaner or replacement program. It is rather disturbing...with a computer hard drive for example, I can do an advance RMA where they hold my CC and send a new one first then I send old back so no down time. IMO, as cell phones are doing more than calls and adding features everyday with people relying on them more and more, companies such as Samsung should institute advance RMA or loaner policies for their benefit and the customer's.
Sent from my SM-G925V using Tapatalk
I would also like it if more companies offered advance RMA.
Back again! After months of being fine, it now won't rotate back to portrait correctly. Nicely done Samsung.
This time I'll be going to Verizon to warranty swap the phone, not wasting my time sending into Samsung and being out a phone again since it's painfully obvious they have no real fix. I'll let you all know I purely use Wireless charging, so maybe this worsens the situation/speeds up process. Either way, I am using the phone for what it's designed to do, and it's failed yet again.
Chilinmichael said:
Back again! After months of being fine, it now won't rotate back to portrait correctly. Nicely done Samsung.
This time I'll be going to Verizon to warranty swap the phone, not wasting my time sending into Samsung and being out a phone again since it's painfully obvious they have no real fix. I'll let you all know I purely use Wireless charging, so maybe this worsens the situation/speeds up process. Either way, I am using the phone for what it's designed to do, and it's failed yet again.
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technically they wont do a warranty swap to my knowledge in store... they might give a loaner however.. at least i was told warranty replacements have to be shipped which they overnighted mine
Extreme Syndicate L
elliwigy said:
technically they wont do a warranty swap to my knowledge in store... they might give a loaner however.. at least i was told warranty replacements have to be shipped which they overnighted mine
Extreme Syndicate L
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Yes, it has to be shipped, which is fine. I'm going on vacation for a week so I'll do it when I get back. Wonder how long it'll take this time for it to happen again. Funny, if the camera can still rotate without issue why can't they software fix every other app? I've also factory reset the phone to see if that would fix it, which it did not.
Chilinmichael said:
Yes, it has to be shipped, which is fine. I'm going on vacation for a week so I'll do it when I get back. Wonder how long it'll take this time for it to happen again. Funny, if the camera can still rotate without issue why can't they software fix every other app? I've also factory reset the phone to see if that would fix it, which it did not.
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we have an s6 straight and capacitive buttons went out then we got a replacement and those buttons went out within 24hrs lol.. some phones are just bad in general so im in the same boat with that device.. will be the 3rd phone when i decide to call them again
Extreme Syndicate L
i have had this happen to me twice already, i got a new phone both times.
On my new phone now, working...for now. I don't have hopes of it staying that way, but would be nice. I liken this to the defect of the Samsung Moment with CDMA lockup. They got sued, put out a supposed "software" fix while it was hardware related. They suit claimed when CDMA lockup occurred and a reboot needed to take place, you couldn't call 911 and it did not function for emergencies. Samsung quickly put out a software update that "allowed 911 dialing during lockup conditions" which was not true, at all. Go look it all up. I avoided Samsung for a long time after that, this is giving me that same feeling again and it's just as sad because like the Moment, it's one of the best phones (if not the best) currently on the market.
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..
Sent from my SM-N950U using Tapatalk
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?
Sent from my SM-N950U using Tapatalk
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.
Sent from my SM-N950U using Tapatalk
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.
---------- Post added at 06:38 AM ---------- Previous post was at 05:41 AM ----------
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!
I have a Note 8 that I have been very happy with. It's 20 days old and last night while using it just went black. When plugged in to power there is not LED or any sign of life. I performed troubleshooting steps for soft and hard resets with and without power cables. I've tried 3 different power cables and cords but nothing. I charged overnight and still nothing. Completely dead. Phone still looks brand new because I bought a rugged case for it. I've treated it like a newborn baby so it must be defective.
I called Samsung support this morning who walked me through all the previous troubleshooting I've performed and confirmed that the phone is defective. Because it is only 20 days old they created a ticket for me and told me to call ecommerce department @ 855-726-8721 and give them the ticket number and they would replace the phone.
Called ecommerce who was happy to help me and all was well until the end of the phone call. I was told that within a week I would get an email with instructions and a label to send my phone back and within 15 days I would receive a replacement phone. I said WHAT!!!
When I purchased the phone I payed for expideted shipping and had it within 3 days. It's 20 days old and defective and now I'm told that it will actually be 3-4 weeks before I get a working phone again. This is the only phone I have. I had to go to a family member's house to call them 3 times for this info.
There is no escalation path available. Support can only support me. ecommerce can only put in a request via internal communication to a returns team and this is the returns team policy. You can no contact the returns team. You can't escalate to anyone because they are all different departments that have no communication with each other. I can't even call the corporate office to complain because they send you back to support. Everyone I speak to understand and they would be frustrated to but can't help me. Even Samsungs employees don't agree with it but can't do anything or put me in contact with anyone to complain.
So now I sit here waiting for what could be a week before I even get a communication from the returns team to get a working phone. I had the note 7 and lived through two replacements before they took my phone. I even stayed with them and bought the S7 edge. Traded it in for the Note 8 because I had faith in the company. After my experience today it is gone. I'm speechless at the lack of concern about me the customer and the attitude that this is our process sorry and you can't complain.
I would return this phone for an iPhone but I already bought a case, wireless charger, memory card and DeX station.
When I bought my phone it said I could get a wirelss charger or cameral but when I called to inquire they said I missed it by a day. Now I see it's still there if I bought a new phone.
My only experience with Samsung customer service and it will be my last. Next time I will go back to an iPhone where I can get real support from people that seem to care and I can talk to.
In this competitive day I can't beleive that Samsung doesn't care about their customers, has segmented departments in to different silos with no communication and doesn't even provide a place for customer to complaing about a process. If I have no way to complain how will they ever know something is broke.
I was mad but now I feel hopeless. I hope I don't have an emergency that will require me to call an emergency service because I don't have a phone. If something does happen and I survive maybe I could sue Samsung.
If anyone has any suggestions for me to help with this situation or some secret to fix the phone please let me know.
Roughly 3 weeks total to have the new phone from start to finish?...i.e. 1 week to get the instructions, and another 2 weeks (15 days) to receive a new phone. Sounds like they were nice and helpful too...some of the two week delay could be quicker depending on shipping. Doesn't honestly sound too bad overall, but I agree it always sucks to have a problem with a new phone. Not giving you the bonus sounds wrong though, if they still offer it online. Hope it gets sorted out soon!
Maybe a surge fried it!
havrek said:
I have a Note 8 that I have been very happy with. It's 20 days old and last night while using it just went black. When plugged in to power there is not LED or any sign of life. I performed troubleshooting steps for soft and hard resets with and without power cables. I've tried 3 different power cables and cords but nothing. I charged overnight and still nothing. Completely dead. Phone still looks brand new because I bought a rugged case for it. I've treated it like a newborn baby so it must be defective.
I called Samsung support this morning who walked me through all the previous troubleshooting I've performed and confirmed that the phone is defective. Because it is only 20 days old they created a ticket for me and told me to call ecommerce department @ 855-726-8721 and give them the ticket number and they would replace the phone.
Called ecommerce who was happy to help me and all was well until the end of the phone call. I was told that within a week I would get an email with instructions and a label to send my phone back and within 15 days I would receive a replacement phone. I said WHAT!!!
When I purchased the phone I payed for expideted shipping and had it within 3 days. It's 20 days old and defective and now I'm told that it will actually be 3-4 weeks before I get a working phone again. This is the only phone I have. I had to go to a family member's house to call them 3 times for this info.
There is no escalation path available. Support can only support me. ecommerce can only put in a request via internal communication to a returns team and this is the returns team policy. You can no contact the returns team. You can't escalate to anyone because they are all different departments that have no communication with each other. I can't even call the corporate office to complain because they send you back to support. Everyone I speak to understand and they would be frustrated to but can't help me. Even Samsungs employees don't agree with it but can't do anything or put me in contact with anyone to complain.
So now I sit here waiting for what could be a week before I even get a communication from the returns team to get a working phone. I had the note 7 and lived through two replacements before they took my phone. I even stayed with them and bought the S7 edge. Traded it in for the Note 8 because I had faith in the company. After my experience today it is gone. I'm speechless at the lack of concern about me the customer and the attitude that this is our process sorry and you can't complain.
I would return this phone for an iPhone but I already bought a case, wireless charger, memory card and DeX station.
When I bought my phone it said I could get a wirelss charger or cameral but when I called to inquire they said I missed it by a day. Now I see it's still there if I bought a new phone.
My only experience with Samsung customer service and it will be my last. Next time I will go back to an iPhone where I can get real support from people that seem to care and I can talk to.
In this competitive day I can't beleive that Samsung doesn't care about their customers, has segmented departments in to different silos with no communication and doesn't even provide a place for customer to complaing about a process. If I have no way to complain how will they ever know something is broke.
I was mad but now I feel hopeless. I hope I don't have an emergency that will require me to call an emergency service because I don't have a phone. If something does happen and I survive maybe I could sue Samsung.
If anyone has any suggestions for me to help with this situation or some secret to fix the phone please let me know.
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Click to collapse
That's why I buy from the carrier. Sorry this happened I would be pissed off.
jason504 said:
That's why I buy from the carrier. Sorry this happened I would be pissed off.
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Click to collapse
same here; always buy from the carrier if possible
Can you return the items that you bought to the retailer, or are you out of the return period? You might be able to sell them on eBay or craigslist or some place like that to get some of your money back. Then you can get your iPhone.
The only thing that has really ever tempted me about the iPhone is Apple's customer service. They are the kings of customer service. Aside from my phone, everything else that I have is Apple. You know that if you have problems, they will stand behind what they sell and resolution is only a drive down the road (assuming that you have an Apple store nearby. If not, not sure).
of course Apple stands behind their products; when you overcharge for everything, and have the largest profit margins in the electronics world, its easy to provide good service!
Where did you see the promo still ongoing?
Lol.. gee what did they ever do before they had phones...
Seriously, that's pretty good IMO. They are probably factoring the time you take to return the phone to them and the time they ship it to you. Most companies I dealt with for return/exchange will wait for the defective item to be returned first before they send out the replacement. Despite what was said and tested, they will test it themselves to ensure it is defective as well. Once they know it's defective they will ship the replacement. Some have a business supported plan where they will request payment first for a new item and ship immediately. Upon receipt, return instructions and label will be provided for the return. Once returned, they credit your account. So really don't see anything wrong with this. They are doing what other companies I've dealt with are doing from my own experiences.
The only reason why I buy from the carrier is one you don't have to pay for the phone all up front. Especially since I am only keeping it for a year. When the Note9 comes out I can switch this in for the 9. Number 2 is location the carrier stores are all over easy to walk into a store and swap a defective phone out. Or they will ship one overnight. I think Samsung just implementing his no return policy after the Note 7. I read somewhere that Samsung was not replacing phones. Or they are making it really difficult to try to return a phone.
havrek said:
I have a Note 8 that I have been very happy with. It's 20 days old and last night while using it just went black. When plugged in to power there is not LED or any sign of life. I performed troubleshooting steps for soft and hard resets with and without power cables. I've tried 3 different power cables and cords but nothing. I charged overnight and still nothing. Completely dead. Phone still looks brand new because I bought a rugged case for it. I've treated it like a newborn baby so it must be defective.
I called Samsung support this morning who walked me through all the previous troubleshooting I've performed and confirmed that the phone is defective. Because it is only 20 days old they created a ticket for me and told me to call ecommerce department @ 855-726-8721 and give them the ticket number and they would replace the phone.
Called ecommerce who was happy to help me and all was well until the end of the phone call. I was told that within a week I would get an email with instructions and a label to send my phone back and within 15 days I would receive a replacement phone. I said WHAT!!!
When I purchased the phone I payed for expideted shipping and had it within 3 days. It's 20 days old and defective and now I'm told that it will actually be 3-4 weeks before I get a working phone again. This is the only phone I have. I had to go to a family member's house to call them 3 times for this info.
There is no escalation path available. Support can only support me. ecommerce can only put in a request via internal communication to a returns team and this is the returns team policy. You can no contact the returns team. You can't escalate to anyone because they are all different departments that have no communication with each other. I can't even call the corporate office to complain because they send you back to support. Everyone I speak to understand and they would be frustrated to but can't help me. Even Samsungs employees don't agree with it but can't do anything or put me in contact with anyone to complain.
So now I sit here waiting for what could be a week before I even get a communication from the returns team to get a working phone. I had the note 7 and lived through two replacements before they took my phone. I even stayed with them and bought the S7 edge. Traded it in for the Note 8 because I had faith in the company. After my experience today it is gone. I'm speechless at the lack of concern about me the customer and the attitude that this is our process sorry and you can't complain.
I would return this phone for an iPhone but I already bought a case, wireless charger, memory card and DeX station.
When I bought my phone it said I could get a wirelss charger or cameral but when I called to inquire they said I missed it by a day. Now I see it's still there if I bought a new phone.
My only experience with Samsung customer service and it will be my last. Next time I will go back to an iPhone where I can get real support from people that seem to care and I can talk to.
In this competitive day I can't beleive that Samsung doesn't care about their customers, has segmented departments in to different silos with no communication and doesn't even provide a place for customer to complaing about a process. If I have no way to complain how will they ever know something is broke.
I was mad but now I feel hopeless. I hope I don't have an emergency that will require me to call an emergency service because I don't have a phone. If something does happen and I survive maybe I could sue Samsung.
If anyone has any suggestions for me to help with this situation or some secret to fix the phone please let me know.
Click to expand...
Click to collapse
It is these stories , that I count my blessings that the two devices bought from Samsung direct aren't defective. I think one thing I've learned for others on here is this. I think next time I'll just buy the devices from my provider, after all I bought a T Mobile one from Samsung direct. The T Mobile service is much better.
Sent from my SM-N950U using Tapatalk
jason504 said:
The only reason why I buy from the carrier is one you don't have to pay for the phone all up front. Especially since I am only keeping it for a year. When the Note9 comes out I can switch this in for the 9. Number 2 is location the carrier stores are all over easy to walk into a store and swap a defective phone out. Or they will ship one overnight. I think Samsung just implementing his no return policy after the Note 7. I read somewhere that Samsung was not replacing phones. Or they are making it really difficult to try to return a phone.
Click to expand...
Click to collapse
That's what I used to think, but after buying from Samsung directly I will NEVER again buy from them. There was a problem with the first phone that had to be returned, and the experience, which is not over, has been a nightmare. If it had been through Verizon, it would have been a piece of cake. It completely changed my mind about any perceived advantages (NONE) of buying from company vs. carrier. I've had all generations of the Note, but after this I'm so burned out on Samsung, I'd consider something else. And actually I don't like the 8 any better than the 7 (which I still have). Their e-commerce department which they route everything through is a joke. They have absolutely no authority and the answer for everything is "wait for a link to be sent to you", which has never happened so far. Lesson learned - I'll vote with my feet.
neograndizer said:
Seriously, that's pretty good IMO.
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Click to collapse
I think it's horrible. Samsung should offer the option of shipping a new replacement phone immediately for overnight delivery, if OP provides a credit-card number for the value of the phone until the old one is returned. Then Samsung should immediately email a return label for RMA shipping, and cancel the credit-card hold as soon as the defective product is received and verified.
For an expensive new phone that dies within three weeks, anything less than that is a ripoff.
---------- Post added at 12:47 PM ---------- Previous post was at 12:39 PM ----------
Zeblade said:
Lol[,] gee what did they ever do before they had phones[?]
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Click to collapse
Before phones, people didn't organize their social and commercial activity in a manner that depends on phones--and the cost to productivity was staggering.
Honestly, I always keep a spare phone now exactly for this reason and just make sure the SIM size is the same as my current phone. Kept an HTC One M8 as my backup for a while. Better than being forced to A ) be without a phone or B ) be between a rock and a hard place with paying full price immediately to get a new phone so I can get phone calls. With the backup, I can C ) go through insurance, swappa, or w/e I choose patiently.
mcdanielvzw said:
Honestly, I always keep a spare phone now exactly for this reason and just make sure the SIM size is the same as my current phone. Kept an HTC One M8 as my backup for a while. Better than being forced to A ) be without a phone or B ) be between a rock and a hard place with paying full price immediately to get a new phone so I can get phone calls. With the backup, I can C ) go through insurance, swappa, or w/e I choose patiently.
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Click to collapse
Very true!
Gary02468 said:
I think it's horrible. Samsung should offer the option of shipping a new replacement phone immediately for overnight delivery, if OP provides a credit-card number for the value of the phone until the old one is returned. Then Samsung should immediately email a return label for RMA shipping, and cancel the credit-card hold as soon as the defective product is received and verified.
Click to expand...
Click to collapse
That would indeed be phenomenal service, but it also sounds like an expensive change that would likely be passed on to consumers via increased pricing. It's expensive enough as it is! I think most of us can manage without overnight delivery, but some sort of middle ground would be reasonable and certainly welcome.
sefrcoko said:
That would indeed be phenomenal service, but it also sounds like an expensive change that would likely be passed on to consumers via increased pricing. It's expensive enough as it is! I think most of us can manage without overnight delivery, but some sort of middle ground would be reasonable and certainly welcome.
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Click to collapse
It's only a noticeable expense if a large fraction of their phones fail quickly. And the overnight (as opposed to two-day) shipping isn't all that important. Most of the benefit from the process I described would come from its other aspects, which would have little or no cost compared to their weeks-slower process.
Samsung just protecting themselves from people claiming the phone just broke on its own when it's actually water damage or physical damage. Nothing wrong with them looking over your phone before they issue out a new one.
If you watered service you should have bought it from a carrier or bought an iPhone.
Sent from my SM-N950U using Tapatalk
shook187 said:
Samsung just protecting themselves from people claiming the phone just broke on its own when it's actually water damage or physical damage. Nothing wrong with them looking over your phone before they issue out a new one.
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Click to collapse
Sure, but if they have your credit-card number before they send the replacement phone, then if they find that the original phone was not really defective, they can insist that the replacement be returned in new condition (and subject to a standard restocking fee), or else charge the customer for a second phone. So they're fully protected.
If you watered service you should have bought it from a carrier or bought an iPhone.
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Click to collapse
Why? Any vendor who sells someone a product that turns out to be defective has an obligation to replace it without an unnecessary, punitive delay.