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I wasn't eligible for a upgrade so I had no problem paying for retail for my SG4. Went to a Sprint store and told the rep I wanted to by the SG4, I'm not eligible for a upgrade and had no problem paying the retail price.
He straight up told me he couldn't sell me the phone, because the store would lose money on it! I asked him to repeat that and asked to talk to the store manager and he said that policy is set by the store manager.
So I left, went to my car and called Sprint corporate. They suggested I call the store manager ask for their name and their regional manager's contact info. I did and of course that changed the store manager's tune, she said the rep was new and wasn't properly trained blah blah blah.
And sold me the phone. Thankfully I didn't get crap or have any issues activating with my Sero plan.
But it really annoys me how bad the customer service in Sprint stores have become. It appears they are too concerned about profit; activating new contracts, selling additional services, and getting you to buy over priced accessories, than actually caring about existing customers that don't fit their own needs.
BamAlmighty said:
I wasn't eligible for a upgrade so I had no problem paying for retail for my SG4. Went to a Sprint store and told the rep I wanted to by the SG4, I'm not eligible for a upgrade and had no problem paying the retail price.
He straight up told me he couldn't sell me the phone, because the store would lose money on it! I asked him to repeat that and asked to talk to the store manager and he said that policy is set by the store manager.
So I left, went to my car and called Sprint corporate. They suggested I call the store manager ask for their name and their regional manager's contact info. I did and of course that changed the store manager's tune, she said the rep was new and wasn't properly trained blah blah blah.
And sold me the phone. Thankfully I didn't crap or have any issues activating with my Sero plan.
But it really annoys me how bad the customer service in Sprint stores have become. It appears they are too concerned about profit; activating new contracts, selling additional services, and getting you to buy over priced accessories, than actually caring about existing customers that don't fit their own needs.
Click to expand...
Click to collapse
How the hell are they losing money selling a device full price at a huge markup
Sent from my SPH-L720 using xda premium
I asked the store manager that and she said that while she wasn't accusing me directly, it could be shady that I was buying the phone like that and could be doing it only to return it a few days later or to try and sell it elsewhere for a profit.
The original rep's response was he couldn't make any profit on me... since he wouldn't get the same "quota" for activating a new line.
It shouldn't matter what you want to do with it. Especially if you are activating in store, your chance to make a profit drops. Plus, the Sprint version has not fallen into a shortage, and every one I've seen on craigslist is just retail cost. I'd find another store, don't give them your money
Sent from my SPH-L720 using xda premium
I'm guessing that it's a commission issue driving this. Sprint makes money on contracts and selling a phone not attached to a contract probably doesn't count as a "sale" to the store.
Sent from my SPH-L720 using Tapatalk 2
It would be interesting to know if this was a true Sprint owned store or one of their subcontractors that appear to be Sprint stores.
I have had this happen to me twice, once when buying the One at one sprint location and a gs4 at another location. Sprint is in the business of selling services and they use phones to accomplish that. Most of their profit is in contract sales not phone sales. I highly doubt that sprint or any other carrier for that matter is making any money by selling a phone at regular price without selling the services attached to it. Also for those that think there is a huge mark up on phones, I really don't think there is. Now there may be a huge mark up from the OEM to the carrier(The OEM's have no other way of making money other than actual phone sales) but it can't be that much if any from the carrier to the customer. The mark up would come in the form of what you pay for monthly services, thats why they can sell a phone at a loss if you sign a two year agreement.
Best Buy sells most cell phones for 150$ more outright. $599 at sprint vs $749 at best buy. Sprint probably is at a slight lost selling it at $599. I think it's kind of like Microsoft and Sony do with their XBOX and PLAYSTATION. They sell the console at a loss but make up for it in games. For Sprint it would be the service.
This happened to my girlfriend when she went to buy the htc one outright and she wasn't up for an upgrade yet. The rep told her the exact same thing that they wouldn't "profit" off that sale which makes absolutely no sense seeing as these phones are way overpriced msrp...
It's disappointing seeing how a company treats a loyal customer (she's been with them for 5 years) like that.
T-Mobile wasn't like that at all when I was under their service. Sprint should stop "training" these reps to only make profit and start teaching them to make their customers happy which will turn into profit in the end.
Sent from my SPH-L720 using Tapatalk 2
---------- Post added at 03:59 AM ---------- Previous post was at 03:56 AM ----------
grad20_09 said:
Best Buy sells most cell phones for 150$ more outright. $599 at sprint vs $749 at best buy. Sprint probably is at a slight lost selling it at $599. I think it's kind of like Microsoft and Sony do with their XBOX and PLAYSTATION. They sell the console at a loss but make up for it in games. For Sprint it would be the service.
Click to expand...
Click to collapse
If you think about it what is in these devices that make them worth $600+?
You can buy a laptop that has much more powerful hardware for that price.
Sent from my SPH-L720 using Tapatalk 2
nemesis93 said:
This happened to my girlfriend when she went to buy the htc one outright and she wasn't up for an upgrade yet. The rep told her the exact same thing that they wouldn't "profit" off that sale which makes absolutely no sense seeing as these phones are way overpriced msrp...
It's disappointing seeing how a company treats a loyal customer (she's been with them for 5 years) like that.
T-Mobile wasn't like that at all when I was under their service. Sprint should stop "training" these reps to only make profit and start teaching them to make their customers happy which will turn into profit in the end.
Sent from my SPH-L720 using Tapatalk 2
---------- Post added at 03:59 AM ---------- Previous post was at 03:56 AM ----------
If you think about it what is in these devices that make them worth $600+?
You can buy a laptop that has much more powerful hardware for that price.
Sent from my SPH-L720 using Tapatalk 2
Click to expand...
Click to collapse
You are paying for the size. 15.4/16inch laptops are the norm. If you go bigger you pay more. If you go smaller, you pay more. We pay for them to fit it in a smaller package, with low power consumption. In addition, this has a higher resolution than most laptops that you can buy for 750. Also has many more sensors than a laptop does.
maxnix said:
It would be interesting to know if this was a true Sprint owned store or one of their subcontractors that appear to be Sprint stores.
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Click to collapse
It was a Sprint Corporate store.
i guess this is why it helps to know the managers in the stores. thats pretty unfortunate and i would just go find one in the classifieds. fortunately my buddys father in law is the general manager and i worked with the assistant manager for several years elsewhere so i dont get this kind of BS.
grad20_09 said:
Best Buy sells most cell phones for 150$ more outright. $599 at sprint vs $749 at best buy. Sprint probably is at a slight lost selling it at $599. I think it's kind of like Microsoft and Sony do with their XBOX and PLAYSTATION. They sell the console at a loss but make up for it in games. For Sprint it would be the service.
Click to expand...
Click to collapse
While this logic is mostly true they're failing to account for the fact that not selling someone a phone outright (on their service) encourages them to look elsewhere.
Their play might not have been a "+1" on their report for sales for that day, but if it were me running the store I'd be more worried about the lost customer over the course of a year.
I had a very similar experience when buying the Nexus S 4g the day it came out. It's not a large reason but one of the reasons I left Sprint. Definitely didn't make me feel warm and fuzzy about doing business with a company.
nemesis93 said:
This happened to my girlfriend when she went to buy the htc one outright and she wasn't up for an upgrade yet. The rep told her the exact same thing that they wouldn't "profit" off that sale which makes absolutely no sense seeing as these phones are way overpriced msrp...
It's disappointing seeing how a company treats a loyal customer (she's been with them for 5 years) like that.
T-Mobile wasn't like that at all when I was under their service. Sprint should stop "training" these reps to only make profit and start teaching them to make their customers happy which will turn into profit in the end.
Sent from my SPH-L720 using Tapatalk 2
---------- Post added at 03:59 AM ---------- Previous post was at 03:56 AM ----------
If you think about it what is in these devices that make them worth $600+?
You can buy a laptop that has much more powerful hardware for that price.
Sent from my SPH-L720 using Tapatalk 2
Click to expand...
Click to collapse
snowmanwithahat said:
While this logic is mostly true they're failing to account for the fact that not selling someone a phone outright (on their service) encourages them to look elsewhere.
Their play might not have been a "+1" on their report for sales for that day, but if it were me running the store I'd be more worried about the lost customer over the course of a year.
I had a very similar experience when buying the Nexus S 4g the day it came out. It's not a large reason but one of the reasons I left Sprint. Definitely didn't make me feel warm and fuzzy about doing business with a company.
Click to expand...
Click to collapse
I actually ran into the problem at a Best Buy, the one closest to my house. I called to see if they had them in stock, they had 9. I drove up there and first they can't touch my account because i have an EPRP account. Then, I tell them i want to buy it outright. I told them I wanted to price match Sprint outright price, they can't do it. Then I tell them fine i'll pay full price. They go and get their BBY Mobile manager and tell me they can't sell it to me because the phone is too new and they can't sell them outright until they have stable inventory, he said they only have like two white ones. I had just called minutes before going there and they had 9 black ones for Sprint.
I went up the road about 8 miles to another BBY, bought it there outright. They also said they can't price match "contract phones", however I don't think that's correct( They said it's a new policy) I bought my Note 2 and an IPhone 5 outright in November of last year and had them both price-matched.
I'm calling corporate to see what they say about the price-matching. Worst case scenario, I return it all. I've got thirty days. I think their price-matching policy might change when I attempt to return the 2 yr insurance policy and the phone together totaling right at a grand.
To make it even better, I'm going to attempt it at the first store who wouldn't sell it to me in the first place, so that they take the hit. I used to work at Best Buy, and that is not the way to treat a customer willing to buy a phone outright full price.
This seems to be the case with the sprint stores around my area as well. More interested in the "commission" rather than the actual customer service. I have to drive out of my way to a different sprint store further from where I live, because the ones in my area have gone to crap in terms of customer service.
Sent from my SPH-L720 using Tapatalk 2
BamAlmighty said:
I wasn't eligible for a upgrade so I had no problem paying for retail for my SG4. Went to a Sprint store and told the rep I wanted to by the SG4, I'm not eligible for a upgrade and had no problem paying the retail price.
He straight up told me he couldn't sell me the phone, because the store would lose money on it! I asked him to repeat that and asked to talk to the store manager and he said that policy is set by the store manager.
So I left, went to my car and called Sprint corporate. They suggested I call the store manager ask for their name and their regional manager's contact info. I did and of course that changed the store manager's tune, she said the rep was new and wasn't properly trained blah blah blah.
And sold me the phone. Thankfully I didn't get crap or have any issues activating with my Sero plan.
But it really annoys me how bad the customer service in Sprint stores have become. It appears they are too concerned about profit; activating new contracts, selling additional services, and getting you to buy over priced accessories, than actually caring about existing customers that don't fit their own needs.
Click to expand...
Click to collapse
Was the store a Corp store or third party? Some of the third party stores might say that but I have never heard of a Corp store doing it. In fact when I went in to get mine I was told it was 2 days before I was due for an upgrade, I hadn't realized it. They said to upgrade before my date it would be $100. So I bought it out right, and they did not say a thing. Did not have to renew my contract.
Sent from my SPH-L720 using Xparent Cyan Tapatalk 2
I went into a corporate store this weekend hoping they would match Neweggs upgrade price (199.99) they wouldn't even consider it. Went to the Best Buy down the street and they matched it without any question.
onehitch said:
I went into a corporate store this weekend hoping they would match Neweggs upgrade price (199.99) they wouldn't even consider it. Went to the Best Buy down the street and they matched it without any question.
Click to expand...
Click to collapse
Sounds like you lucked out. BB's official policy is that they do not price match "contract phones." This change in policy was done back in March. Obviously, not every store seems to be following this. Two separate local BBs correctly rejected my Newegg price match request.
Marty said:
Sounds like you lucked out. BB's official policy is that they do not price match "contract phones." This change in policy was done back in March. Obviously, not every store seems to be following this. Two separate local BBs correctly rejected my Newegg price match request.
Click to expand...
Click to collapse
I actually ended up going to two different stores because the first one was out of stock, neither had a problem when I asked to match. The guy in the first store didn't know what newegg was and had to ask a manager if they matched to them.
Emailing Sprint's executive office seemed to get their attention, I missed their call, but they left a message saying they would like to talk to me about my experience.
How would any of you approach this? Is it worth asking for a credit for them jerking me around and wasting my afternoon? I am pretty much done with Sprint retail at this point. The only thing keeping me around is SERO and having useable LTE now.
Even though sprint is not better business bureau accredited, I have filed a complaint with the BBB against sprint regarding the fact that they have knowledgeably put defective devices in the hands of consumers, and are not making a quick effort to remedy the situation, I have also stated that sprint wants to replace the devices with refurbished devices, which are valued at a lesser value then a brand new device, and still charge customers for the full price of the brand new device. I have also pointed out that they are stringing customers through the 14 day exchange period claiming it is the network, and then on the 15th day saying it is the device, and making it very difficult to exchange the devices. any way I am encouraging any one who has had issues with their device to file a complaint with the bbb against sprint, as sprint does respond to their complaints on there
Yesterday, after many chats and calls with Sprint, and 2 trips to 2 different stores, I was assured that my device is fine and that the towers in my area are to be fully functional by May 7. We'll see if my service improves. I have the option of getting refurb, which is complete bs. A brand new phone that may be defective and I can't get a brand new one because I'm past the 14 days. So yeah, I'm with you on this if things don't improve in 3-4 days.
OP. The first device I've received had a completely black pixel in the top right. I exchanged it and got a new phone with a SCRATCH under the glass and a red pixel (which I'm guessing is dead). On my third trip the guy was reluctant to hand me a new HTC One, but when I got it, it had another completely black pixel. I completely agree that sprint is knowingly dishing out defective devices to people. I'll try and figure out how to file a complaint with them. Thanks OP
Sent from my 831C using Tapatalk
please do, the more people who complain to the bbb the better, Im also planning to email sprint the laws regarding knowingly selling defective devices
dogcmp6 said:
please do, the more people who complain to the bbb the better, Im also planning to email sprint the laws regarding knowingly selling defective devices
Click to expand...
Click to collapse
Hard to prove stupidity.
Count me in on this. Not a happy camper. Two weeks of "it's the towers in your area", an hour + with three levels of tech support from my landline and finally a second trip to a store where a technician actually tested the device and entered an eTicket on my accounting noting my M8 was defective and needed to be replaced.
No TEP? $75 bucks to replace the phone through Sprint or screw around for a few weeks dealing directly with HTC. Why should I have to pay for a defective product that never worked well and progressively deteriorated into a worthless brick? I can't get calls from my customers or email in the field and this is not good for business so I'm desperate. Even though furious at the prospect of paying $75 dollars for a 4 week old phone that didn't work through no fault of my own, for expediency I begrudgingly went ahead and set up getting a replacement. Damn, what a scam!
After it all gets set up and entered into the computer, then the guy tells me they are on backorder and it will be 5 to 7 days before they ship.
I just about lost it but attempted to maintain some degree of civility while expressing my displeasure with this policy, their crap customer service that could care less and that my intention was to contact the BBB and possibly the Attorney General regarding this whole debacle. I know the guy I was speaking to was just doing his job and probably hears a lot of this but his one saving grace was asking me if I still had my old phone.
After confirming they weren't going to bone me an activation fee for bringing my old phone back online and not for the replacement M8 whenever I get it, I am now back on my three year old HTC Evo 4G but at least I can make and receive calls, get texts and have some degree of mobile data connectivity and can get email away from WiFi. In the post-contact texts from Sprint asking about my satisfaction with the recent call, I let them know this was robbery and that I would never recommend anyone ever choose Sprint.
I think I can put TEP on my replacement and trust me, if it doesn't work as expected I'll utilize it to the max and if still not satisfied, feel like this is sufficient grounds to break my contract and go somewhere else. It took days to get my M8 setup just the way I wanted it and I absolutely love it. Too bad I can't use it. :crying:
--Elisabeth
ps
FA43KSF... serial number
I agree with your anger. I have never wanted to switch carriers in the 5 years with Sprint until now. I wish I had not have sold my gs3 when I got my m8. I would go back to that and sell this one. I still might. It may be the towers for me, that is yet to be seen, but the utter lack of service over this is the frustrating part. I shouldn't get a refurb for a brand new defective device. "That's Sprint policy" though. Lameness.
Yeah, once I have my replacement I will be submitting a complaint to the attorney general of Illinois about the issue too, and encourage others to take part in that step too...also I can see by the increase in complaints to sprint on BBB's website that a good amount of people are seeing this thread and submitting complaints...ive been stuck on a Samsung replenish which is my back up phone for 4 days...also the serial on my defective m8 is HT441SF....
limpiador31 said:
Count me in on this. Not a happy camper. Two weeks of "it's the towers in your area", an hour + with three levels of tech support from my landline and finally a second trip to a store where a technician actually tested the device and entered an eTicket on my accounting noting my M8 was defective and needed to be replaced.
No TEP? $75 bucks to replace the phone through Sprint or screw around for a few weeks dealing directly with HTC. Why should I have to pay for a defective product that never worked well and progressively deteriorated into a worthless brick? I can't get calls from my customers or email in the field and this is not good for business so I'm desperate. Even though furious at the prospect of paying $75 dollars for a 4 week old phone that didn't work through no fault of my own, for expediency I begrudgingly went ahead and set up getting a replacement. Damn, what a scam!
After it all gets set up and entered into the computer, then the guy tells me they are on backorder and it will be 5 to 7 days before they ship.
I just about lost it but attempted to maintain some degree of civility while expressing my displeasure with this policy, their crap customer service that could care less and that my intention was to contact the BBB and possibly the Attorney General regarding this whole debacle. I know the guy I was speaking to was just doing his job and probably hears a lot of this but his one saving grace was asking me if I still had my old phone.
After confirming they weren't going to bone me an activation fee for bringing my old phone back online and not for the replacement M8 whenever I get it, I am now back on my three year old HTC Evo 4G but at least I can make and receive calls, get texts and have some degree of mobile data connectivity and can get email away from WiFi. In the post-contact texts from Sprint asking about my satisfaction with the recent call, I let them know this was robbery and that I would never recommend anyone ever choose Sprint.
I think I can put TEP on my replacement and trust me, if it doesn't work as expected I'll utilize it to the max and if still not satisfied, feel like this is sufficient grounds to break my contract and go somewhere else. It took days to get my M8 setup just the way I wanted it and I absolutely love it. Too bad I can't use it. :crying:
--Elisabeth
ps
FA43KSF... serial number
Click to expand...
Click to collapse
Mine starts with fa43 also maybe I need to return it I just got it
Sent from my 831C using XDA Premium HD app
What is the worst thing about this is how Sprint is handling it.
Not that broken/defective devices exist or broken towers.
Just that they could give crap about you as a loyal customer.
They treat you like dirt. And they wonder why customers treat them like dirt back.
It's been such a bad experience, it took all the fun out of getting this phone. So they botch something, it happens. It's they handle it like sh$t.
I would have been more content keeping my old M7 phone.
It started off like crap when they kept me on the phone for like an hour when I ordered the thing and tried to upsell a bunch a crap.
And the lady had put a Tablet AND Stylus on my order. I caught her at the end had her take it off. But she left a freaken stylus on there.
It was only $15.00, just small enough to not want to waste another hour on the phone and shipping it back.
Man did that piss me off to start.
mswlogo said:
What is the worst thing about this is how Sprint is handling it.
Not that broken/defective devices exist or broken towers.
Just that they could give crap about you as a loyal customer.
They treat you like dirt. And they wonder why customers treat them like dirt back.
It's been such a bad experience, it took all the fun out of getting this phone. So they botch something, it happens. It's they handle it like sh$t.
I would have been more content keeping my old M7 phone.
It started off like crap when they kept me on the phone for like an hour when I ordered the thing and tried to upsell a bunch a crap.
And the lady had put a Tablet AND Stylus on my order. I caught her at the end had her take it off. But she left a freaken stylus on there.
It was only $15.00, just small enough to not want to waste another hour on the phone and shipping it back.
Man did that piss me off to start.
Click to expand...
Click to collapse
Sorry, but the fact that you got a stylus for a phone, that clearly doesn't need one, is hilarious to me.
Sent from my 831C using Tapatalk
The lady I ordered from tried to upsell that stuff to me too. She wouldn't take no for an answer and actually asked me if it was a money issue as to why I didn't want the tablet. I was so irritated that I yelled.
And that's why I only order from their website. No hassle and you get the same results.
Sent from my 831C using Tapatalk
fr0st420 said:
And that's why I only order from their website. No hassle and you get the same results.
Sent from my 831C using Tapatalk
Click to expand...
Click to collapse
Because I have a SERO 500 plan (two of them) that's not an option. It's part of the dues you pay for having that plan.
I'd be long gone if not for the SERO 500 plan. No way I'd pay regular price for this network and customer service. It's getting close to not being worth the savings as is.
I agree with you. I have 2 sero plans as well, if not then I would be long gone too.
I have the opposite experience with Sprint. LTE is everywhere averaging 20 to 30 mb. I pay roughly 60 a line too. I'm not going anywhere lol
4/21-5/20
Anytime 62M/1500
Text 613/Unl
3G Data 94532KB/Unl
4G Data 4242870KB/Unl
Sent from my 831C using Tapatalk
fr0st420 said:
I have the opposite experience with Sprint. LTE is everywhere averaging 20 to 30 mb. I pay roughly 60 a line too. I'm not going anywhere lol
4/21-5/20
Anytime 62M/1500
Text 613/Unl
3G Data 94532KB/Unl
4G Data 4242870KB/Unl
Sent from my 831C using Tapatalk
Click to expand...
Click to collapse
I'm lucky if I get 0.5 mb.
My sprint horror story continues...was told on Wednesday of last week that my new phone would be there in two business days, got told yesterday (Monday) that it would be here by today...go to the store thinking I would pick it up today, and my phones not there, the manager pulls up the tracking and says it hasn't even shipped yet, keeps me there for an hour and a half well he talks to his other store people about who to call at the warehouse, instead of calling the warehouse like he would do if he had any freaking common sense
I'm not having any issues. Sorry to hear all of you guys, hope that I never fall on that situation.
Sent from my 831C using XDA Premium 4 mobile app
What's the defect about? I ordered my m8 off contract for 250 thru htcchampions.
My touch screen recently stopped responding altogether. I've had intermittent problems with it, sometimes seeming to be related to whether or not the charger was plugged in (as I've seen some other complaints about this), and sometimes simply inexplicably temporarily stupid. It's been unresponsive entirely for about two weeks now, though. The phone never got wet, bent, dropped, etc.
I called Google's Nexus support and talked to them about it for a while. We did a bunch of stuff over the phone that I deemed entirely unnecessary but did just to placate the customer service rep on the phone with me. I cleared cache, wiped the phone, flashed the latest OTA, basically everything I could do except take it apart while the touchscreen doesn't work. We settled (finally) on needing to RMA the phone.
After creating and setting up the RMA, I was informed that they need to place a $400 on my account while we cross-ship the device. After they checked the device out and the moisture indicator came up clean and whatnot, I'd get my money back. I'm pretty poor, especially given that I have three children, and can't really loan Google $400. I told the rep that if possible, I wanted to simply send them my phone and wait until they did whatever they needed to do, then either told me to eff off or sent me a new phone. He said he'd have to talk to his lead. He did so, and was told that no, there's absolutely no way I could send them my inoperative phone and wait until they could confirm I'd been sent a dud. I have to fork over $400, absolutely, no matter what, until they determine that I'm not a jackass trying to get over on them.
Feeling that this was completely illogical and that there was no way Google would have a ridiculous policy like this, with no exception, I decided to try again a few days later. I talked to a different rep about the situation and was fed basically the exact same verbatim line. I purchased my Nexus 5 on launch day, 6 November. My warranty runs up in a few months and I'll be heading to Afghanistan for an all-expenses paid vacation right before it does. I'm pretty furious about the whole ordeal and, basically, I want to know what kind of experiences other people have had regarding Google's warranty program?
tl;dr
Same for me. :/
Different story here (Hong Kong), I can just drop it at LG service center then they will take care of it.
Sent from my Nexus 5 using XDA Free mobile app
Actually, that brings me to another point. I was advised to call LG to see what they could do for me. LG told me that if I paid to ship it to them, they'd happily repair it for money, then charge me to ship it back. US warranty repair/replacement is all through Google, they told me.
That's a fantastic piece of advice I was offered.
I don't really see the problem. You have a credit card, right? When I had my Nexus 5 replaced, I gave them my credit card number, a pending charge for $400 showed up, and after they received my phone, the pending charge went away. I don't even think the charge ever went past pending on my credit card. I certainly didn't have to actually pay or lend them $400 of my own money.
gtg465x said:
I don't really see the problem. You have a credit card, right?
Click to expand...
Click to collapse
No. So it's a problem.
DummyPLUG said:
Different story here (Hong Kong), I can just drop it at LG service center then they will take care of it.
Sent from my Nexus 5 using XDA Free mobile app
Click to expand...
Click to collapse
Same here in Slovenia, you Americans are really getting robbed by that capitalism lol,to give them a 400$ loan I mean omg,and I'm grateful that I live in the EU where the rights of consumers are protected and every phone bought here has a 24month warranty
Sent from my Nexus 5 using XDA Premium 4 mobile app
solacelost said:
After creating and setting up the RMA, I was informed that they need to place a $400 on my account while we cross-ship the device. After they checked the device out and the moisture indicator came up clean and whatnot, I'd get my money back. I'm pretty poor, especially given that I have three children, and can't really loan Google $400. I told the rep that if possible, I wanted to simply send them my phone and wait until they did whatever they needed to do, then either told me to eff off or sent me a new phone. He said he'd have to talk to his lead. He did so, and was told that no, there's absolutely no way I could send them my inoperative phone and wait until they could confirm I'd been sent a dud. I have to fork over $400, absolutely, no matter what, until they determine that I'm not a jackass trying to get over on them.
tl;dr
Click to expand...
Click to collapse
I assume that Google is doing the "we send you a new phone and once you get it, you send us back the old phone while we hold the price of a Nexus 5 on your credit card account" if I understand your post correctly. I find it a little funny that people can hate this method, as you do, while other people, like myself, love doing it this way.
I had to RMA my Nexus 5 after 1 month of use because it kept rebooting and I was so happy that I was allowed to keep my defective phone (because it can still be used, even though it annoyingly reboots) while waiting for a new device to be shipped to me. I wouldn't know what to do if I had NO cell phone for however long it takes for me to first send them my defective phone and then wait for them to process it and send a replacement phone. I'd guess that would probably take upwards of 2 weeks.
When I used Logitech's RMA process for my mouse, I had to beg them to use the same process. How was I supposed to use my desktop computer with no mouse for 2+ weeks while waiting for a replacement?
Overall, I think Google's warranty program is setup to be consumer friendly, but I can see how it can be a headache for those that are poor.
Also, having my device while waiting for the replacement isn't super useful to me if the entire touchscreen is inoperative. That's the point I tried to make with Google, I don't need a new device ASAP because this one is just as useless as no device. I'm already using an old phone (which I can't stand...).
teonagode said:
Same here in Slovenia, you Americans are really getting robbed by that capitalism lol,to give them a 400$ loan I mean omg,and I'm grateful that I live in the EU where the rights of consumers are protected and every phone bought here has a 24month warranty
Sent from my Nexus 5 using XDA Premium 4 mobile app
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Money is sent to Google so they can send out a second device. Once you have 2x Nexus phones in your hands you can then decide which you want to return and are never left device-less.
There is no loan, just a short hold on your credit card in case you keep both. Cross shipping is a valuable service, but you can choose to deal with LG and be in the same boat as most non-Google phone owners who are forced to wait a month or so for service.
If you don't have $400 to put up as collateral, I would just get a credit card. There are a lot of benefits to having a credit card. You can get 1% to 5% cash back on everything you buy, build credit, get better fraud protection than a debit or ATM card, and you can use it in situations like this as collateral instead of loaning a company your own money.
I do agree that Google should allow standard, old fashioned RMAs for people without credit cards who don't mind waiting though. That sucks.
+1 just RMA my device... Use a credit card they won't charge it just a temporary authorization so no money actually changing hands. Once your device is back in their hands they will cancel the authorization.
Sent from my Nexus 5 using Tapatalk
So today I log in to my tmobile and see that I have a balance of $545. My first note 4 wasn't charging so I requested a warranty exchange in April. I called tmobile and they tell me the reason I'm being billed that is because the phone I sent back had a cracked lcd. My phone was in perfect condition when I sent it back. No way in hell was it cracked. The lady said it had a crack on the top right corner by the front camera. Not to mention my bill statement comes out tomorrow so that's another $110 right there. That's $655 due in 3 weeka. This is bull**** if they expect me to pay that. They already started some ticket or some investigation to see how they can solve this. I'm thinking maybe it was damaged while in transit by ups. And if it was damaged by ups, how is that my fault? I told the lady why would I return a cracked phone only to pay $550 for it when I could have just filed an insurance claim and only pay $175. I'm really upset and I'm hoping I'm not charged for this. Anyone else ever have a similar issue?
Sent from my SM-N910T using XDA Free mobile app
That's crazy. I'd fight them on it because you're right. It doesn't make sense when you could just file for insurance replacement. Get it elevated.
Tmo is still building their image and while they've been excellent to me, they can't really afford bad press at the moment. You can get them to back off on those charges, just be persistent.
Nice. File claim with ups
BACARDILIMON said:
Nice. File claim with ups
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assuming he paid insurance with ups.
twe90kid said:
assuming he paid insurance with ups.
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If it was a tmobile phone they always get insurance with replacement phones. Once it leaves my hands it all in ups hands.
Well Tmobile called me the next day. The lady was really nice. I explained the situation and she agreed so they credited me the warranty fee. I feel so relieved because that's a lot of money to just pretty much give away.
Sent from my SM-N910T using XDA Free mobile app
Yeah, dealing with Tmobile sucks. They have done it twice where they say I have never sent my phone back when I jumped. Each time coseted me up to about 100 dollars extra due to paying for two phones while they try to find them. Was told that whatever happens during transit is not my fault and only theirs. Luckiyl the first time they took it off and reimburssed me, but the second time they took it off and didnt pay me back. They also tried to make me pay another month for a phone they just took off my account lol
I've been thinking about switching to T-Mobile because of the better development work being done on the N4 but administrative screw ups like this give me pause...
You can't slam a customer with a $500 mistake and expect good customer relations.
catseyenu said:
I've been thinking about switching to T-Mobile because of the better development work being done on the N4 but administrative screw ups like this give me pause...
You can't slam a customer with a $500 mistake and expect good customer relations.
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I had a feeling they would refund the charge. They are very concerned with their image & customer relations right now which makes them one of the better carriers in terms of customer relations right now. Basically they are beholden to us for their growth and success and they don't need or want bad press. No doubt they will take advantage of those who don't argue charges like that but if that ever happens just get the issue elevated & the charges will disappear.
If they weren't in the position they are I wouldn't be so certain of this but they are desperate to grow & improve and at least for a while, they will bend over backwards for the customers. It's a beautiful thing. I can honestly say after being with all the other carriers for years (5 years each) the last 4 years I've spent with tmobile have been the best. No surprises. it's definitely worth it imo.
catseyenu said:
I've been thinking about switching to T-Mobile because of the better development work being done on the N4 but administrative screw ups like this give me pause...
You can't slam a customer with a $500 mistake and expect good customer relations.
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I switched to tmobile about a year ago, couldn't be happier. Their customer service have always been good to go if I called for anything. Sprint and verizon, not so much.
Thanks, I appreciate the reassurance.
I'm with Sprint & have had no problems with direct customer service but that last update they pushed out is a total fiasco IMO.
Do not take THE OE1 UPDATE U CANT ODIN BACK
http://forum.xda-developers.com/note-4-sprint/help/oe1-update-odin-t3118554
catseyenu said:
Thanks, I appreciate the reassurance.
I'm with Sprint & have had no problems with direct customer service but that last update they pushed out is a total fiasco IMO.
Do not take THE OE1 UPDATE U CANT ODIN BACK
http://forum.xda-developers.com/note-4-sprint/help/oe1-update-odin-t3118554
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Oh man that's terrible!
catseyenu said:
I've been thinking about switching to T-Mobile because of the better development work being done on the N4 but administrative screw ups like this give me pause...
You can't slam a customer with a $500 mistake and expect good customer relations.
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Honestly, I've had nothing but great experiences with customer service. Any issue I've ever had have been resolved. This being the biggest one and it was taken care of by the next day. I highly recommend tmobile to anyone.
Sent from my SM-N910T using XDA Free mobile app
Will they let us keep it and refund us and make us eligible for an upgrade, like some Verizon customers have stated?
My mother always told me (nothing in life is free) lol
Sent from my SM-N930T using Tapatalk
ronattack said:
Will they let us keep it and refund us and make us eligible for an upgrade, like some Verizon customers have stated?
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Let you keep it AND refund you? Not very likely. And since every Note 7 in the field is a litigation ticking time bomb, I doubt they'd want you to keep it either.
I've railed about T-Mobile's horrible customer service throughout this ordeal. But the fact is: T-Mobile is the middle man here. Morally speaking they hold an obligation to their customers. Legally, not so much. That said, I don't see them doing much that Samsung won't reimburse them for.
ronattack said:
Will they let us keep it and refund us and make us eligible for an upgrade, like some Verizon customers have stated?
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Verizon isn't letting you keep the phone.. they're telling you to ship it to Samsung and letting Samsung be responsible for the return of devices. If owners decide to keep it, then I'm not sure what happens after that but I'm pretty sure it won't be a free phone.
Sent from my SM-N930T using Tapatalk
shook187 said:
Verizon isn't letting you keep the phone.. they're telling you to ship it to Samsung and letting Samsung be responsible for the return of devices. If owners decide to keep it, then I'm not sure what happens after that but I'm pretty sure it won't be a free phone.
Sent from my SM-N930T using Tapatalk
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I just checked T-Mobile and Verizon's website. Their instructions are pretty much identical. Bring the phone to the store for either an exchange or refund. It's not surprising that Verizon is more ****ed up about what to do than T-Mobile is.
http://www.samsung.com/us/note7recall/
Found this out at a TMO store when the first recall happened. IF your Note 7 was "lost or stolen" you'd have to pay the $175 deductible BUT that deductible went towards the cost of the replacement phone...let that sink in for a minute. Of course your "lost or stolen" phone would be blacklisted on the Tmo Network.
This was only for the Note 7.
BTW if you damaged or damage your Note 7, you do NOT have to pay an insurance fee due to the recall. You get a Get Out Of Jail Free card with this one.
douger1957 said:
I just checked T-Mobile and Verizon's website. Their instructions are pretty much identical. Bring the phone to the store for either an exchange or refund. It's not surprising that Verizon is more ****ed up about what to do than T-Mobile is.
http://www.samsung.com/us/note7recall/
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That's old news buddy... Verizon is giving instant refunds and removing phones off customers accounts having Samsung responsible for retreating phones.
Sent from my SM-N930T using Tapatalk
shook187 said:
That's old news buddy... Verizon is giving instant refunds and removing phones off customers accounts having Samsung responsible for retreating phones.
Sent from my SM-N930T using Tapatalk
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Then maybe Verizon should update their website. I take that as their official word over whatever some flunky customer service rep says.
. Every t mobile Customer should have their EIP closed so it's a free phone yes.... o Checked my t mobile online account today and it says that I paid off my EIP. Called the customer rep and she told me I don't have any EIP. Now it's time for some rooting lol
phenixof4 said:
. Every t mobile Customer should have their EIP closed so it's a free phone yes.... o Checked my t mobile online account today and it says that I paid off my EIP. Called the customer rep and she told me I don't have any EIP. Now it's time for some rooting lol
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I already updated to the latest firmware, so rooting is out for me if I keep this phone through any eventuality. Oculus disabled the Gear VR, so I can't use that! Then there is always the small but ever present danger this phone could go up in smoke, probably at the worst possible time! What's more, Engadget says production has been 'permanently' halted, so, if true, no hope of a third 'fixed' version! Nothing else out there that I want, so, so depressing!:crying:
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RaymondPJR said:
I already updated to the latest firmware, so rooting is out for me if I keep this phone through any eventuality. Oculus disabled the Gear VR, so I can't use that! Then there is always the small but ever present danger this phone could go up in smoke, probably at the worst possible time! What's more, Engadget says production has been 'permanently' halted, so, if true, no hope of a third 'fixed' version! Nothing else out there that I want, so, so depressing!:crying:
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Then there's the chance that they'll shut your service off by the IMEI.
Wow, if this true x-mas coming early this year, I can always use tablet and still have my N3 for phone calls, my only regret is updating the phone to latest firmware (seems I can't learn this lesson, don't fix it if it ain't broke, updates are mostly not for my benefit), I wish I could root it now, more than ever. If I was rooted I could change IMEI to one of my older phones, I'm such an idiot for updating.
Nope, but I can confirm they let you keep EVERYTHING it came with. Just swapped mine for the S7edge again. They gave me the pen as a keepsake...lol, and didn't want the box or anything else.
LOL
phenixof4 said:
. Every t mobile Customer should have their EIP closed so it's a free phone yes.... o Checked my t mobile online account today and it says that I paid off my EIP. Called the customer rep and she told me I don't have any EIP. Now it's time for some rooting lol
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Not mine. It still showing up on my account.
Eip still showing up on mine too...i dont want a refund lol I want my note 7 with future updates and support. This blows. I really hate downgrading. T mobile did tell me there isn't a time frame for a return/refund. So I'm keeping it at least until the beginning of the year or given a time limit. I also heard they are releasing the s7 edge in blue coral. I make swap the note 7 out for that if we can't keep these notes for free (which I doubt)
but if the phone is lost or stolen, are they going to charge you full price for it? all those returned phones should be going to landfill and I'm not sure they will be paying for shipping back to Samsung, which could be dangerous all by itself. Also, I'm not a lawyer but if they keep charging you for the phone, they keep the sale of the phone valid and possibly liability attached to that sale. If the sale is void and you're instructed to return the phone either to Samsung or Tmo store, then I would think liability would shift to person not following the instructions? I don't know, but we will see soon. I also don't think there should be a time limit, so what happens if I return the phone 6 months from now? In 10 months we should have Note 8 (or whatever rebranding they come up with). I'm going to wait and see, I think I have higher chance of getting injured by texting distracted driver than my phone catching fire and I wouldn't even dream of not driving anymore.
RaymondPJR said:
I already updated to the latest firmware, so rooting is out for me if I keep this phone through any eventuality. Oculus disabled the Gear VR, so I can't use that! Then there is always the small but ever present danger this phone could go up in smoke, probably at the worst possible time! What's more, Engadget says production has been 'permanently' halted, so, if true, no hope of a third 'fixed' version! Nothing else out there that I want, so, so depressing!:crying:
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I so agree i am torn to stay with samsung or maybe try the new LG V20 but no other phone out there says damn i need to have that like the Note 7, I am thinking of going to the Samsung Galaxy S7 Edge or just back to Note 5 because at this point i got the Gear fit 2 the Gear VR and the 256gig card was just shipped so best bet is just to stay with Samsung and wait till something better comes out.
douger1957 said:
Let you keep it AND refund you? Not very likely. And since every Note 7 in the field is a litigation ticking time bomb, I doubt they'd want you to keep it either.
I've railed about T-Mobile's horrible customer service throughout this ordeal. But the fact is: T-Mobile is the middle man here. Morally speaking they hold an obligation to their customers. Legally, not so much. That said, I don't see them doing much that Samsung won't reimburse them for.
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I've had exceptional customer service with them through this ordeal. The local store wouldn't refund me for my LED case or Seidio case since it wasn't purchased from their store. I made a call to T-Mobile and told them I wasn't pleased with the experience and was credited on my bill for the two cases - just asked me how much I paid for them.