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Hey guys, I ran into quite a predicament today. As I was walking to work, I fell something fall out and slide half way across the parking lot. I felt me phone case (the crappy one that came with the phone), looked down on the ground and noticed it was my AWESOME Sprint Touch Pro. With the site of my phone moving in a hockey-like manner, I finished cursing and decided that I don’t want to have such an amazing phone looking like a piece of crap.
So here is where I am at. I need to get this phone fixed. I think that I might have a few options, but I want to know what you guys think. Originally, I bought this phone from a guy of Craigslist; it was $240, if you can believe it. Now, the phone had never been activated, so it was as if I was the original owner. Additionally, I never got a phone from sprint, but I am under contract. That means, according to sprint, that I am eligible for a new to get a new phone at anytime. Thus, I reach my questions and request for opinions.
Option 1 (least likely): Since the phone was never activated, can I still claim the 30-day phone guarantee from sprint? Meaning, can I return the phone as if it was defective?
Option 2 (What I will probably have to do): Should I buy a phone, get the equipment protection plan, and then process my touch pro as a defective phone. This seems like a relatively good idea, because I can get a phone pretty cheap (like the rant) and sell it on Ebay. So in the end, I make money off of this idea. The only down side is that my contract restarts, but I have only been with sprint for about four months. Also, I was going to save my free phone upgrade for next year so I could get a brand spanking new phone.
Option 3 (Don’t want to do this): Suck it up, and get a silicon case that covers the scratches. The scratches are only around the shiny part on the perimeter of the screen, which, by the way, says a lot about the quality of the screen.
Option 4 (Too much trouble): Sell it on eBay for as much as I can, and since it’s probable less than $300, put the rest out of pocket and buy a brand new touch pro from sprint.
Option 5 (Does it exits?): look for replacement housing. Since the phone is new, I don’t know if it’s even out there yet.
Thanks for all your input guys. I really hope to hear from some Sprint Reps or something. Meanwhile, I am going to try to sucker Sprint into helping me out.
P.S Yes, I know what I am doing is unethical, and that the phone is not really defective, thus I should not be returning it as defective.
I think I am having trouble understanding what happened. You have scratched your touch pro that you bought from someone else, I got that.
You never activated the phone on sprint? You should go ahead and put the phone one your account and get insurance immediately!
If you have only been with Sprint for 4 months how are you eligible for an upgrade?
If it is only chrome scratched my TP came like that. Look at the chrome around the keyboard section. At all 3 corners, excluding the Stylus one check for a "Seam" in the chrome, if it has this you can take it in and exchange at a Sprint store.
A scratched phone on Ebay will go for MUCH less than a regular one.
I am not here to tell you whether you are ethical or not, but you should exhaust all options that seem less unethical first before trying to make someone else pay for your mistake. That being said, I think everyone in the world would try to get a new phone for free, so I wouldn't feel too bad.
The phone is activated on sprint, but the person that sold it to me never activated it. It has been only a few days since I activated, can I still add the TEP? And are they going to charger a deductible, cuz they'll charge me $55 to fix it.
I am eligible for an upgrade cuz I never got a phone from sprint.
So if it has some defects I could take it back, even though I have no TEP? Unfortunately, the phone is flawless other than my stupid scratches.
TBH, I don't fell doing this to sprint. They have screwed me over many times over. This would just even it out.
If it is activated just go ahead and get insurance. You can add it anytime. They will charge deductible normally, but instead of telling them its because of scratches tell them you are experiencing poor battery life and that you can't hear anything in the speaker because it sounds like a tin can.
Oh, you never purchased a phone when you switched. I was confused. Thanks for clarification.
Look for those seams, almost every TP has them and they will switch for free without TEP. They are hard to notice but mine has em and I am going to switch soon.
They have screwed me repeatedly and I would be doing the same thing. Haha, I wasn't trying to preach in my post before.
Is there a grace period to get it? I thought it was like 30 days. Yea, I can lie to them, no problem. Though my bat life is amazing. play with it all day and never has died on me.
Can you direct me to a link to where this seams thingy is being discussed, or where the sources where u got this is at. I want to read some on it. Or maybe some pics, I didn't really know where to look.
Yea, well, they decided to renew my contract, and it said they had returned my deposit...I'm definitely going to use that against them.
To be honest, they have messed up so many times, I have only paid my full bill about 2 times.
I Heard my Sprint Rep. say that the insurance can only be added within the first 30 days.
So here is the rub....How do they know when you purchased it? Unfortunately logic would say that the insurance only applies to devices purchased directly from the carrier, but I hope I am wrong.
ramiss said:
I Heard my Sprint Rep. say that the insurance can only be added within the first 30 days.
So here is the rub....How do they know when you purchased it? Unfortunately logic would say that the insurance only applies to devices purchased directly from the carrier, but I hope I am wrong.
Click to expand...
Click to collapse
Unless they changed the policy, that's not true. I had a phone for 6 months before I added the insurance online through the My Account feature.
But it's possible that has been changed and no longer do able.
Guys Thanks for all your responses, they are very informative.
So Basically here, I am leaning towards trying to see if I can get insurance added. I don't know how hard of a task this will be, but I hope that they can be persuaded into helping me out.
If not, I will just get a cheap phone and sell it.
Again, I am aware of the ethical lines being crossed, but wit sprint, those lines seem almost unreal.
update (Sorry about the double post):
So to my surprise srpint sent this in an email:
Regarding the call from the technical department, I have forwarded your
concern to the appropriate department.
The handset on the account is under 30 day return period. You can visit
the nearest Sprint store and replace the handset.
Thank you again for contacting Sprint. Have a great day!
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Click to collapse
its 30 days from the day you activate the phone...so you can go to a sprint store or call customer service and add insurance
as a tech in a sprint affiliate store i WOULD NOT swap you out for free because of cosmetic damage. So you are looking at paying 50 through Asurion(the insurance company)
cd85233 said:
update (Sorry about the double post):
So to my surprise srpint sent this in an email:
Click to expand...
Click to collapse
they are full of crap lol
you cant return a phone you never purchased from a sprint store lol
Well, well see. I am going to request a return kit from them, as they said that they would do. If not, then what ever.
BTW, the phone doesn't look like its been dropped or has any cracks. The excuse, "Its been in my pocket with my keys," would fly without a hitch.
We shall see what happens.
Sorry man, haven't been around the Computer. I had insurance on my touch I bought off of ebay. I had ins on my phone before and when I activated the phone it just went ahead and switched it over to my touch. So you should be fine adding it.
You can probably send it to them, but what are they going to give you back? You paid them $0 for the phone, so be careful, that may be what they give you.
Here is the site you requested talking about the chrome seams.
http://forum.ppcgeeks.com/showthread.php?t=44217&highlight=cracked+chrome
thacounty said:
Sorry man, haven't been around the Computer. I had insurance on my touch I bought off of ebay. I had ins on my phone before and when I activated the phone it just went ahead and switched it over to my touch. So you should be fine adding it.
You can probably send it to them, but what are they going to give you back? You paid them $0 for the phone, so be careful, that may be what they give you.
Here is the site you requested talking about the chrome seams.
http://forum.ppcgeeks.com/showthread.php?t=44217&highlight=cracked+chrome
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Click to collapse
Yea, as I thought, I don't have that problem on my phone.
So if I understand your correctly, you bought a phone from Ebay, and added insurance to it?
Sorry about double post. I just added TEP, took it in. Told them about some errors, no lies. Just some stuff that happens with the phone. Of course I know its normal, but they didn't know that. They gave me a brand new TP, and let me keep the old battery.
I walked into a Sprint store at lunch today. I was just looking at the Photon and mentioned that BB had it for $99 plus trade in money for my Evo. They countered with $125 for my Evo so it would be $75 for the Photon. I said it is still cheaper at BB. So then they said even up trade plus a case for my Evo. So, I walked out of the store with a Photon and a case for no money. I didnt even bring my wallet with me. That was awesome! Just wanted to let everyone know that you still can get the Photon from a corporate store for gratis.
pinch55 said:
I walked into a Sprint store at lunch today. I was just looking at the Photon and mentioned that BB had it for $99 plus trade in money for my Evo. They countered with $125 for my Evo so it would be $75 for the Photon. I said it is still cheaper at BB. So then they said even up trade plus a case for my Evo. So, I walked out of the store with a Photon and a case for no money. I didnt even bring my wallet with me. That was awesome! Just wanted to let everyone know that you still can get the Photon from a corporate store for gratis.
Click to expand...
Click to collapse
Do you like phone?
Sent from my MB855 using XDA Premium App
I tried to get a corporate Sprint store to match the Bestbuy $99 deal. I also said I would buy a HD dock and Car Dock if the matched the Bestbuy price on the Photon.
The sales rep said they couldn't do it. I even brought a printout showing it was available just 3 miles down the road at Bestbuy for $99.
I asked to see a manager. He went and got the assistant manager and I asked him for the same deal as above. He also said he couldn't do it. I expalined that I am a Gold Premier Sprint customer with 5 lines on a business account. I've also been with Sprint over 12 years.
He said that it didn't matter. He couldn't do it.
I was amazed that a corporate Sprint store couldn't match a 3rd party retailer even after I said I would also buy an additional $130 worth of accessories.
I'm very disappointed. I ordered it from Bestbuy and I'm suppose to pick it up in the morning.
People do not understand the difference between buying a phone from a corporate store and a third party store. The difference from buying a phone in an actual corporate store is the customer service that they get. Im a manager at a sprint store, its true that it might cost you more from buying it from us but you will definitely get your moneys worth. The customer service and the experience is pretty much what you are paying for... when you buy something at best buy or radio shack, you are just like buying from a retail store (luckys, walgreens, etc) when you buy something the cashiers just ring you out, just like at best buy, they just ring out the phone and give it to you, heres your phone have fun with it.. if you buy it from an actual store you're like buying it from like a bmw car dealer. You will be helped and get assisted by a consultant, we are the experts on these phones, we get trained hours of hours, we know the phones inside and out. Before you leave we make sure your emails are set up, we teach you how to make a call, send a txt msg, etc... we make sure before you leave you are an expert and you are using your phone to its full potential, we make sure you are getting your moneys worth. I have a customer who bought an evo 4g from radio shack, its been 3 months, she came to me and asked why her phone always dies so quick, 3 hours after she unplugs it, its already dead.. i ask where she got it and she said she got it at radio shack because it was free,i looked at her phone and her bluetooth is on, wifi is on, 4g is on..she didnt even know what the toggle widgets are for...worst part she ddnt even know about the android market...i helped her out and explained to her everything and all the cool features she can get, the end of the day, she was very happy and told me next time she gets a phone she will get it from me, she might pay a lil more but she will know how to use her phone fully so its worth the money
I'm not saying do not buy phones from best buys or radio shack, there are always pros and cons, for people like us here who already knows mostly everything about androids we might want to buy it there because were just searching for a better price...but for majority of people out there who doesnt know anything about these devices, its definetly worth buying it from a corporate store, they will get the customer service and the knowledge they will need to use these new devices. Its worth the extra money. Hope yall fellas understand why it cost more in a corporate, its the experience and the customer service that you are paying for
Sent from my MB855 using XDA Premium App
bienperezii said:
People do not understand the difference between buying a phone from a corporate store and a third party store. The difference from buying a phone in an actual corporate store is the customer service that they get.
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Click to collapse
You obviously do not work in the corporate store in my area. Not sure they even know what customer service is. Lying to customers, now that they know how to do.
bienperezii said:
People do not understand the difference between buying a phone from a corporate store and a third party store. The difference from buying a phone in an actual corporate store is the customer service that they get. Im a manager at a sprint store, its true that it might cost you more from buying it from us but you will definitely get your moneys worth. The customer service and the experience is pretty much what you are paying for... when you buy something at best buy or radio shack, you are just like buying from a retail store (luckys, walgreens, etc) when you buy something the cashiers just ring you out, just like at best buy, they just ring out the phone and give it to you, heres your phone have fun with it.. if you buy it from an actual store you're like buying it from like a bmw car dealer. You will be helped and get assisted by a consultant, we are the experts on these phones, we get trained hours of hours, we know the phones inside and out. Before you leave we make sure your emails are set up, we teach you how to make a call, send a txt msg, etc... we make sure before you leave you are an expert and you are using your phone to its full potential, we make sure you are getting your moneys worth. I have a customer who bought an evo 4g from radio shack, its been 3 months, she came to me and asked why her phone always dies so quick, 3 hours after she unplugs it, its already dead.. i ask where she got it and she said she got it at radio shack because it was free,i looked at her phone and her bluetooth is on, wifi is on, 4g is on..she didnt even know what the toggle widgets are for...worst part she ddnt even know about the android market...i helped her out and explained to her everything and all the cool features she can get, the end of the day, she was very happy and told me next time she gets a phone she will get it from me, she might pay a lil more but she will know how to use her phone fully so its worth the money
I'm not saying do not buy phones from best buys or radio shack, there are always pros and cons, for people like us here who already knows mostly everything about androids we might want to buy it there because were just searching for a better price...but for majority of people out there who doesnt know anything about these devices, its definetly worth buying it from a corporate store, they will get the customer service and the knowledge they will need to use these new devices. Its worth the extra money. Hope yall fellas understand why it cost more in a corporate, its the experience and the customer service that you are paying for
Sent from my MB855 using XDA Premium App
Click to expand...
Click to collapse
You've clearly never been to the Sprint store in Jackson, MS!! They didn't know their ass from a hole in the ground. I had to educate four of the employees on their phone selection. What the differences were in the Photon and the Evo (aside from looks) and had to explain what rooting and unlocked bootloaders were. They seemed disinterested in helping anyone...even though I bought a total of 400$ worth of equipment from them, they acted like they could care less. I also had an appointment and waited about an hour to be serviced, meanwhile they serviced every walk-in that came in after me. My experience with Sprint "service" has been weak at best. I'd fully recommend going third party store....better deals, better treatment (at least at my local BB), and overall the only way I'm ever going to get my equipment anymore.
SO here's a NOOB question for you guys. I have a sprint store with repair center near by that's actually owned by Imobile or something like that. Since this is owned by another company I'm assuming that this is NOT an actual corp store correct? I'm hoping I can get them to price match.
Also yeah... I don't shop anywhere for the customer service, because there is no such thing anymore unless you're buying a BMW or something along those lines, if I want to be informed about what I'm buying, I research it myself. It's all about scoring the best price.
bienperezii said:
You will be helped and get assisted by a consultant, we are the experts on these phones, we get trained hours of hours, we know the phones inside and out.
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Click to collapse
Really, is that why I have to tell the Photon designated "expert" at my local store the features of this phone? The guy is nice as can be and I always go back to buy phones from him, but not because he knows the phones so well. I went in after 3 days of owning my Photon to buy a screen protector and I knew more about the features on the phone than he did. He doesn't even own the phone and the store made him the Photon Specialist.
bienperezii said:
Before you leave we make sure your emails are set up.
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Click to collapse
Wrong again. The store set up email on my Evo 4G on launch day and haven't set up a phone since. I have bought another EVO 4G, Epic 4G, 2 Evo 3Ds and the Photon during that time and was never asked to set up my email.
Nice try though.
HYDE1000 said:
Really, is that why I have to tell the Photon designated "expert" at my local store the features of this phone? The guy is nice as can be and I always go back to buy phones from him, but not because he knows the phones so well. I went in after 3 days of owning my Photon to buy a screen protector and I knew more about the features on the phone than he did. He doesn't even own the phone and the store made him the Photon Specialist.
Wrong again. The store set up email on my Evo 4G on launch day and haven't set up a phone since. I have bought another EVO 4G, Epic 4G, 2 Evo 3Ds and the Photon during that time and was never asked to set up my email.
Nice try though.
Click to expand...
Click to collapse
On his defense, they are supposed to do that. Sadly like in all jobs you have lazy employees. For instance, at Best Buy, we are also supposed to set up everything and demo an app or a feature for you (unlike what he said) and good stores do it very well (like mine) yet stores poorly run probably don't.
Even still all it takes is one bad experience and all stores and employees are casted as idiots.. For the most part, it SHOULD be a walk out working experience IF the employee cares about his work.
Sent from my MB855 using XDA App
I always buy my phones from the same corporate store. I had pro lens with my moment and 3 months after I bought it the manager switched me out for a EVO. The EVO was great, bought the new EVO 3d and 3 weeks out of my 30 days the same store switched me into a photon after a ton of problems with my 3d. First day I had the photon it started rebooting like crazy, the same store gave me another photon. I think if I had all these problems at best buy they would tell me to pack sand. Best buy wouldn't even repair a camera for me that bought the insurance on and was clearly broken.
Bottom line, sprint corporate store did everything they could to make sure I had a properly working phone and im a happy camper.
Sent from my Motorola Photon using Tapatalk
HYDE1000 said:
Really, is that why I have to tell the Photon designated "expert" at my local store the features of this phone? The guy is nice as can be and I always go back to buy phones from him, but not because he knows the phones so well. I went in after 3 days of owning my Photon to buy a screen protector and I knew more about the features on the phone than he did. He doesn't even own the phone and the store made him the Photon Specialist.
Wrong again. The store set up email on my Evo 4G on launch day and haven't set up a phone since. I have bought another EVO 4G, Epic 4G, 2 Evo 3Ds and the Photon during that time and was never asked to set up my email.
Nice try though.
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Click to collapse
Yes its true im not going to deny, some employees are jusy lazy and dont want to do their job right...but like what i said, guys like us here in xda would more likely buy it at a third party because were looking for the best price, we dnt need the customer service because we already know the phone. Sadly We know so much about the phone we make the employees look like idiots when we ask questions like rooting and all those stuff. Employees are only trained to certain extent, enough to answer basic questions for customers. In conclusion, guys like us here would benefit more from buying it in a third party store, but new comers and noobs like parents who is just about to start with a smartphone would benefit more from buying from a corporate because employees there are more educated with their product compare to those guys at best buy or radio shack.
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The past few years have definitely been better, for me at least, as far as customer service....until now.
/begin rant
We are Corporate-Corporate members. 9 lines, ALL OF WHICH ARE CURRENTLY UP FOR RENEWAL.
Ordered Photon through my Dedicated Care Rep and received it in the middle of last week. I see over the weekend that Best Buy is offering them at $99. I call my rep back and ask her about a price match. She said she could not do that. BB was also offering the screen protector with the phones. Even paying a restock fee, which I was willing to do at the time since it was my choice, I thought it would be in my best interest to return the one I had. She said I could just return the one I had to a corporate store and buy the one from BB.
I go to corporate store on Tuesday morning of this week.(~12 miles away) They do the return and charge me $35. I call BB to make sure they have one in stock and the sales rep says to check back with her during the day to see when my upgrade resets. She informs me over the phone about 4 hours later that it has reset and I head to BB.(~10 miles)
I get there and she has left for the day. The sales rep I deal with tells me that my upgrade has in fact NOT reset. He gets Sprint on the phone and 20 minutes later the reset is in. He hangs up and starts the sale.
Couple minutes later, he tells me the system won't let him sell me the phone. Again, he calls Sprint. 25 minutes later I'm told that I am outta luck and that BB can not sell phones to corporate corporate members. Noooo. That's not information that would have been useful earlier, WHEN THE OTHER REP WAS LOOKING AT MY ACCOUNT.
I go home PISSED. Email my Dedicated Care rep. She is out of town and I am given a different rep to deal with. I call her Tuesday afternoon. She tells me she doesn't know why BB told me that, they should be able to sell me the phone. She asks me if I want her to send me another. I ask her to credit my account the $35 restock fee for the run around I was getting. She asks to call me back, to get approval. She calls back and says that she can credit the acct. I ask her if I could just go to a Sprint store and re-purchase the phone at the original $199 price I paid and put this whole issue to rest.(to keep me from having to wait until the next week for the phone to arrive) She says that would be fine and apologized for my troubles.
I get to Sprint store Tuesday evening and they tell me they can not sell me a phone but they could order it over the phone for me! I call Dedicated Care from right there in the Sprint store and get a different (my 3rd) Dedicated Care rep. She tells me that I should never have been told to return my original Photon to a store (not even a Corporate store), that I should never have been told that I could purchase a device from anyone other than my rep, unless I let a store order it but why in the hell would I drive to a store to have them order a phone from someone that is in my current phone's contact list?
Again, I am asked if I would like her to mail me another. I tell her to take the nearest phone to her, turn it sideways and....well, I wanted to say that.
I tell her to forget it and just make sure my account is reset, both upgrade and contract obligations, and I will just hold off and weigh my options at this time.
I'm mean...holy cow! 3 Dedicated Care reps, 2 Best Buy sales reps and 2 Sprint reps on the phone at BB. Does information not get pushed down to the folks that are actually moving phones?
I will prbly end back up with the Photon. I really did like the phone but I didn't want to give them a sale at the time and am holding out hope that my personal Ded. Care rep realizes that my business has ZERO contractual obligations with them at this time and will offer me something to make up for it.
/rant. Sorry for length. It was very therapeutic though.
newalker91 said:
Being a corporate sprint store doesn't make them miracle workers, it's actually quite the opposite. Said stores are direct representatives of the corporate offices, which requires them to follow regulations to a T. These employees have little to no flexibility in their ability to bend the rules for customers, and if they were they are a thousand times quicker to get fired than someone at, for example, Best Buy. They are bound to making you do mail-in rebates, pay sticker price and whatever else the corporate offices feel like narcing on at that moment. Quite frankly, if I were lucky enough to work at corporate I would be doing the same thing they are so I dont jeopardize my very well paying job.
Click to expand...
Click to collapse
I work at a corporate store and i must say its nice to see someone that gets it. Believe me if i could change the price of the phone i would. I get paid on phones so why in the hell would i turn away a sale if i had the means to keep it.
Well, the OP said it was a corporate store that gave him the deal. I've read of other people that said corporate stores discounting phones but know you guys say it can't be done or if it is the sales person could loose there job.
Sprint is willing to loose a sale to bestbuy (Sprint has to give Bestbuy the contract renewal bonus) but can't take care of a LONG time customer.
I've pretty much got to be one of there best types of customers.
1) Been with Sprint/Nextel about 12 years.
2) 5 lines all with unlimited data yet I average only about 1.1gb of data a month combined between all 5 unlimited data lines.
3) All 5 of my lines use less than 400 anytime minutes a month and usually less than 1200 total minutes combined a month.
4) I've never returned a phone for any reason (I see some peopel have indicated that they have had multiple bad phones and I wonder how many of them are full of crap) I've never returned anything, thus not costing Sprint.
5) I've never asked for nor received a "credit" of any sort by complaining about service/coverage/droped calls etc...
6) I've had insurance on every personal phone of mine (1 of the 5 phones) that I've had for the last 10 years or so. Yet I've never made a claim, ever!
I don't need customer service. I need a phone at a decent price, I would of thought Sprint could of done that for me. I guess not.
BTW: I did get my Photon today from Bestbuy. What pleasent experiance. I ordered it online last night for instore pickup today. I got my email this morning saying it was ready. I walked into Bestbuy and 10-15 min. later I walked out with my new phone. No mumbo jumbo trying to "set up" my phone for me. I just wanted a new phone and that is what I got.
bienperezii said:
People do not understand the difference between buying a phone from a corporate store and a third party store. The difference from buying a phone in an actual corporate store is the customer service that they get. Im a manager at a sprint store, its true that it might cost you more from buying it from us but you will definitely get your moneys worth. The customer service and the experience is pretty much what you are paying for... when you buy something at best buy or radio shack, you are just like buying from a retail store (luckys, walgreens, etc) when you buy something the cashiers just ring you out, just like at best buy, they just ring out the phone and give it to you, heres your phone have fun with it.. if you buy it from an actual store you're like buying it from like a bmw car dealer. You will be helped and get assisted by a consultant, we are the experts on these phones, we get trained hours of hours, we know the phones inside and out. Before you leave we make sure your emails are set up, we teach you how to make a call, send a txt msg, etc... we make sure before you leave you are an expert and you are using your phone to its full potential, we make sure you are getting your moneys worth. I have a customer who bought an evo 4g from radio shack, its been 3 months, she came to me and asked why her phone always dies so quick, 3 hours after she unplugs it, its already dead.. i ask where she got it and she said she got it at radio shack because it was free,i looked at her phone and her bluetooth is on, wifi is on, 4g is on..she didnt even know what the toggle widgets are for...worst part she ddnt even know about the android market...i helped her out and explained to her everything and all the cool features she can get, the end of the day, she was very happy and told me next time she gets a phone she will get it from me, she might pay a lil more but she will know how to use her phone fully so its worth the money
I'm not saying do not buy phones from best buys or radio shack, there are always pros and cons, for people like us here who already knows mostly everything about androids we might want to buy it there because were just searching for a better price...but for majority of people out there who doesnt know anything about these devices, its definetly worth buying it from a corporate store, they will get the customer service and the knowledge they will need to use these new devices. Its worth the extra money. Hope yall fellas understand why it cost more in a corporate, its the experience and the customer service that you are paying for
Sent from my MB855 using XDA Premium App
Click to expand...
Click to collapse
I manage a Best Buy Mobile store and while I'm not going to say you don't provide great customer service in your store, it's inaccurate to state that Best Buy Mobile doesn't provide quality service as well. We perform all the services you stated, for free, in addition to having better prices and impartial service in a non-commission sales environment. Not all consultants or stores are created equally, and I'm sure there are good/bad Best Buy Mobile's just as there are good/bad carrier stores, but to say that you're the only store that provides quality service and goes above and beyond for customers is wrong.
pfroo40 said:
I manage a Best Buy Mobile store and while I'm not going to say you don't provide great customer service in your store, it's inaccurate to state that Best Buy Mobile doesn't provide quality service as well. We perform all the services you stated, for free, in addition to having better prices and impartial service in a non-commission sales environment. Not all consultants or stores are created equally, and I'm sure there are good/bad Best Buy Mobile's just as there are good/bad carrier stores, but to say that you're the only store that provides quality service and goes above and beyond for customers is wrong.
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Click to collapse
if you're trying to say that Best Buy goes above and beyond for customers then you are dead wrong.
Best Buy is the worst electronics store i've dealt with, even Comp USA is better to deal with than best buy.
DualSportDad said:
if you're trying to say that Best Buy goes above and beyond for customers then you are dead wrong.
Best Buy is the worst electronics store i've dealt with, even Comp USA is better to deal with than best buy.
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Like I said, not all stores or employees are equal. But I see it every single day. A company does have to keep an eye on it's bottom line in order to stick around, and sometimes the requests of our customers are so far beyond profitable that we couldn't stay in business if we met them, but in my experience the average day to day experience for customers in my store is very positive.
I have been around long enough to see some douchy things but they are definitely not the norm.
pfroo40 said:
Like I said, not all stores or employees are equal. But I see it every single day. A company does have to keep an eye on it's bottom line in order to stick around, and sometimes the requests of our customers are so far beyond profitable that we couldn't stay in business if we met them, but in my experience the average day to day experience for customers in my store is very positive.
I have been around long enough to see some douchy things but they are definitely not the norm.
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i bought a lot of stuff from best buy at one point all around the same time. it was a wide range of things from computer hardware, camera, Sirius satellite stuff etc. i bought the extended warranty on everything. the items that did end up needing to be repaired were denied. i called corporate, the warranty company everything, i was told to go pack sand.
i should have known what a total POS company best buy was when i bought my camera and when i got home and tried to use it it wouldn't turn on. i took it back and they didn't have the same model, you wouldn't believe how much trouble i had to go through to get a replacement camera. i mean the camera was literally about an hour old.
i never had any request that were unreal, i just wanted my stuff working and i paid for the warranty on all of it, and even the one hour old camera was a pain to get resolved. with sprint i bring a phone back months later and they do their best to make sure that i get a properly working product. i pay for the extra warranty and i have used it once to get a speaker replaced on my evo and no questions were asked the phone was fixed in less than an hour, even with my phone rooted with CM7 on it.
a little extra: my friend just bought a evo at best buy for $1. they talked her into some sort of best buy tracking software (or what ever the hell the program is) that cost her $40, and then a screen protector that is a pile of crap vinyl distorted looking thing and a really, really really cheap silicone case for i think she said another $40. the person at the store didn't help her try to understand her phone at all. the next day she went back to try to get help setting up her e-mail and best buy told her to call sprint for help or go to their store and have them show her how to do it.
DualSportDad said:
i bought a lot of stuff from best buy at one point all around the same time. it was a wide range of things from computer hardware, camera, Sirius satellite stuff etc. i bought the extended warranty on everything. the items that did end up needing to be repaired were denied. i called corporate, the warranty company everything, i was told to go pack sand.
i should have known what a total POS company best buy was when i bought my camera and when i got home and tried to use it it wouldn't turn on. i took it back and they didn't have the same model, you wouldn't believe how much trouble i had to go through to get a replacement camera. i mean the camera was literally about an hour old.
i never had any request that were unreal, i just wanted my stuff working and i paid for the warranty on all of it, and even the one hour old camera was a pain to get resolved. with sprint i bring a phone back months later and they do their best to make sure that i get a properly working product. i pay for the extra warranty and i have used it once to get a speaker replaced on my evo and no questions were asked the phone was fixed in less than an hour, even with my phone rooted with CM7 on it.
a little extra: my friend just bought a evo at best buy for $1. they talked her into some sort of best buy tracking software (or what ever the hell the program is) that cost her $40, and then a screen protector that is a pile of crap vinyl distorted looking thing and a really, really really cheap silicone case for i think she said another $40. the person at the store didn't help her try to understand her phone at all. the next day she went back to try to get help setting up her e-mail and best buy told her to call sprint for help or go to their store and have them show her how to do it.
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If your warranty claims were denied they were probably caused by something that is explicitly not covered by the warranty. (Accidental damage, water damage). Two versions of most plans are offered, one covers accidental, one doesn't. The camera you purchased sounds like it was the last one in stock. Even big box retailers have a limited quantity of product they keep in the store and have to be replenished. We don't charge $40 for tracking software. The phone locating and remote lock software is included with the optional accidental damage warranty on phones, the other $30 is to allow her to sell back the phone for up to $300. We don't carry $40 silicone cases, silicone cases are $20. The screen protector is fine, Zagg brand, it just looks like crap if you don't install it right, which she probably chose to not have us do because we guarantee the install and she could have it reinstalled if she isn't satisfied.
Email they should have offered to set up and should not have turned her away. I'd suggest having your friend mention it to their manager so they can correct the behavior.
kgbcapthowdy said:
I work at a corporate store and i must say its nice to see someone that gets it. Believe me if i could change the price of the phone i would. I get paid on phones so why in the hell would i turn away a sale if i had the means to keep it.
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I concur.... I hate seeing people walk because BB or RS offer the exact same phone for a fraction of the price that we do. I wish we had the capabilities of price matching. People have a very bad misconception of the power that we as corporate stores have.
It's actually pretty sad because shortly after, they normally walk in the store stating "BB or RS or Sam's or insert random store here told me to come here to get my contacts transferred over" and like the corporate tool that I am I must oblige even though you didn't bother to buy the phone from me at all. Then as soon as I try to upsell on the opportunities that were stolen from me, I'm told "Oh well RS or BB has that cheaper"...
Ok.....heres the deal. About 3 weeks ago i saw a ad on craigslist about a epic touch for sale. I use Textplus App when I text someone on Craigslist...but anyways, i texted the person to inquire about the phone.. He said he was a manager at the Sprint Kiosk in the mall down the street from my job. He said that he was selling the phone for $500. I was like, thats full price. So I declined and took my business elsewhere.
About a week later i see an add in Craigslist from the same person, this time selling a iphone 4. I use my sister's phone to send the guy a text about the iphone 4. Again he says its brand new and still in its wrappings and he's selling it for $400. I passed again...
So last Friday, i see another ad on Craigslist for a Epic Touch, brand new and sealed. I make contact with the person, via regular text. Its the same person as before. He tells me that he's selling the Touch for $500 or willing to trade it for a good computer.
I offered him a laptop or two phones. He accepted the offer but after a couple hours, i contacted him to let him know i had to think about it.
Yesterday he texted me and now says he has a brand new Iphone 4s, wrapped and seal and that he can get me any color i want. He told me he'll sale it to me for $650 or my laptop, one of my phones plus $150...i said, hell no. Thats too much to give away. I then tried to call his bluff. I told him to text me a copy of the receipt showing he paid $650+ for the phone. He said that he didnt have a receipt and that it was a direct ship to his job (the sprint kiosk). He said that the order receipt doesnt have his name nor a price on it. I then told him that i noticed that he was selling a new phone almost every week and selling them for full retail. He claimed that he has a family plan and that since he's a sprint employee, he gets phones for the 2 year price.
My guess is that he's stealing the phones and then selling them. I find it strange that someone has a different high end phone every week and brand new at that.
What do you all guess?
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plmiller0905 said:
What do you all guess?
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I honestly think he stealing them, because I use to work for corporate Sprint and nowhere would I be able to get so many phones that quick, and people from KIOSK usually steal stuff I met this one guy who was selling batteries their lol
plmiller0905 said:
Ok.....heres the deal. About 3 weeks ago i saw a ad on craigslist about a epic touch for sale. I use Textplus App when I text someone on Craigslist...but anyways, i texted the person to inquire about the phone.. He said he was a manager at the Sprint Kiosk in the mall down the street from my job. He said that he was selling the phone for $500. I was like, thats full price. So I declined and took my business elsewhere.
About a week later i see an add in Craigslist from the same person, this time selling a iphone 4. I use my sister's phone to send the guy a text about the iphone 4. Again he says its brand new and still in its wrappings and he's selling it for $400. I passed again...
So last Friday, i see another ad on Craigslist for a Epic Touch, brand new and sealed. I make contact with the person, via regular text. Its the same person as before. He tells me that he's selling the Touch for $500 or willing to trade it for a good computer.
I offered him a laptop or two phones. He accepted the offer but after a couple hours, i contacted him to let him know i had to think about it.
Yesterday he texted me and now says he has a brand new Iphone 4s, wrapped and seal and that he can get me any color i want. He told me he'll sale it to me for $650 or my laptop, one of my phones plus $150...i said, hell no. Thats too much to give away. I then tried to call his bluff. I told him to text me a copy of the receipt showing he paid $650+ for the phone. He said that he didnt have a receipt and that it was a direct ship to his job (the sprint kiosk). He said that the order receipt doesnt have his name nor a price on it. I then told him that i noticed that he was selling a new phone almost every week and selling them for full retail. He claimed that he has a family plan and that since he's a sprint employee, he gets phones for the 2 year price.
My guess is that he's stealing the phones and then selling them. I find it strange that someone has a different high end phone every week and brand new at that.
What do you all guess?
Sent from my MB855 using Tapatalk
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I'd say if your worried about it then make a call to Sprint and report what info you have. Then it will be up to them to look into it. If they don't, you did your part and Sprint can only blame themselves.
if it's a corporate kiosk he could get fired for that whether he bought them legitimately or not. our employment agreement says we can't sell phones at all as it's a conflict of interest since you would be competing with the company you work for. most of the kiosks that are left are 3rd party but i'm sure they have a similar agreement
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My good buddy works for sprint corp store...he gets brand new phones all the time
Its called a sales spiff..lol
I doubt the guy is stealing...
If u buy something from craigslist ask if its stolen ..and get a bill of sale...after that ur just being nosiey
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asrielx1 said:
if it's a corporate kiosk he could get fired for that whether he bought them legitimately or not. our employment agreement says we can't sell phones at all as it's a conflict of interest since you would be competing with the company you work for. most of the kiosks that are left are 3rd party but i'm sure they have a similar agreement
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I see people on craigslist advertising phones all the time for cheap but when you click on it its salesmen advertising you to their stores. in my company this is not allowed you will get fired even though they aren't stealing its something we arent allowed to do
lucidvtec said:
My good buddy works for sprint corp store...he gets brand new phones all the time
Its called a sales spiff..lol
I doubt the guy is stealing...
If u buy something from craigslist ask if its stolen ..and get a bill of sale...after that ur just being nosiey
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I asked him for a receipt or something with his name on it..
But he blew me off and just said forget it.
Idk...maybe I'm looking to hard into the matter...m
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Maybe you are but eventually he will get caught if he is doing wrong. There is something called doing inventory we have fired several people due to doing inventory checks on phones and they wouldn't stop knowing we do this until they get caught
Dammit, you are one to speak. I see you selling a new phone every week in the Marketplace. Lol
Admittedly you are not selling bnib new phones but still......
whatsitsnamenow said:
Dammit, you are one to speak. I see you selling a new phone every week. Lol
Admittedly you are not selling new phones but still......
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Lol...I get my phones off Craigslist or from making deals off the Marketplace.
I don't sell a NEW phone every week....maybe a used one, but definately not a new one....lol.
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if youre going to accuse someone of stealing you better be sure they are. it sounds like you do not have any real evidence to prove that he is.
Still sounds fishy.
I would give what info I had, the links on craigslist, and let Sprint or the 3rd party store take care of it themselves. Let them do the investigating.
liljester said:
if youre going to accuse someone of stealing you better be sure they are. it sounds like you do not have any real evidence to prove that he is.
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I know..
I'm basically just going off of speculation and assumption. But all in all, it just doesn't sound right....selling high end phones every week, brand new, can't produce a receipt...then says it was a direct order to his job....(the spirit kiosk)....sounds fishy..
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I would still call Sprint and have them transfer you to the right department and have them investigate, try HR - Human Resources. BE SURE TO CALL AND HAVE THEM INVESTIGATE!!! Ask if they can call you back and let you know what the story is. Good luck!!! Make sure to call, because this will make prices go up if he is stealing!!!
What do you mean prices will go up?
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If I had no proof nor proof of harm being done to anyone....... I would move on, mind my own business and worry about whats going on in my own back yard!
If you were getting those phones much cheaper from him, I am sure this thread wouldn't exist right now.
What about I fly to Wisconson and go to the store with you? I bet you get a free Photon. I'm 5'8" and only 145Lbs, Piss me off and I will clear a bar!!! (Seriously, I did not have a Sprint bill for like 5 months. I gave them he**)
naturecannon said:
If I had no proof nor proof of harm being done to anyone....... I would move on, mind my own business and worry about whats going on in my own back yard!
If you were getting those phones much cheaper from him, I am sure this thread wouldn't exist right now.
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First off bro, don't mean sound rude or anything cause that ain't me...but if something doesn't seem right to a person, they normally stay away...no matter how good the deal may be. I definitely don't need the police knocking at my door saying I received stolen property or sprint contacting me telling me the phone I have was stolen....
Also, remember he texted me this past time about the iphone...I didn't contact him. In addition, I don't think i NEED cold hard evidence...this isn't "The Peoples Court"...lol. But I do feel that maybe Sprint or whomever should look into the matter...
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dsims7_2000 said:
What about I fly to Wisconson and go to the store with you? I bet you get a free Photon. I'm 5'8" and only 145Lbs, Piss me off and I will clear a bar!!! (Seriously, I did not have a Sprint bill for like 5 months. I gave them he**)
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Lol...come on up...lol
5 months..what happened?
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I'm going to be honest here. I used to work for tmo in the past and I sold phones on Craigslist, **** ton of them. I was the #1 rep in my district for a very long time and I had new devices falling out of my ass lol. I won so many phones from HTC, moto, Nokia, Samsung, blackberry etc I didn't know what to do with them. Before tmo changed up everything I think I won 2 or 3 phones a month. They said we couldn't sell them but what the hell else were I supposed to do with all these smartphones? Was I wrong? probably. Did I care? Ehh not really I was young and just saw this $_$. The moral of the story is either hes winning them in contest/drawings or has stealing them and others are in on it. I wouldn't get involved though let sprint etc catch em!
Hi, all.
I'm a recent Galaxy Note convert. Migrated from years of glitchy and crap service from Sprint, and also a defective HTC EVO 3D. I absolutely LOVE my Note in ceramic white. However, I have had a couple of initial teething issues that I don't know are actual "problems," or just what to expect with a new Android device.
My Note is pretty much flawless most of the time, but there are instances where I've had random reboots, prolonged freezing up of the device (like when selecting certain live wallpapers and customizing their effects), and other times when transitioning from one program to the homescreen, and my phone will lag up and the icons will disappear off the screen and slowly reload a few icons at a time until everything is there, again. Also, I just realized that sometimes when I have alarms set to go off, they won't wakeup my screen. The alarm will go off but the screen will remain off. Other times the alarm will wakeup my device and turn the screen on.
So, my question is... should I be concerned and demand a new phone from Best Buy Mobile, or are these normal issues and nothing to really worry about? When I went to Best Buy, yesterday, to try and get a new phone, they were really apprehensive about it. They told me that AT&T would not allow them to replace the phone if the issues couldn't be replicated in the store (of course!). The rep did say some valid things to me about what could be causing the issues, but the whole random rebooting thing is what really has me concerned. He told me the phone was so new and that software updates have really came out yet to address any type of initial issues. Do you all agree or should I really try to get a new device??
Thanks in advance for any help.
I would get it replaced. I have not had a random reboot in both the stock rom and the SauROM custom rom. I know many others here, do not have random reboots. Something is definitely wrong hardware wise.
No random reboots or freezing on mine.
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If you're getting random reboots on stock rom with no OC, then definitely go and demand a new phone. This sounds like faulty hardware. I've never had a random reboot, even though I am undervolting and OC'd to 1.83Ghz.
tenderchkn said:
If you're getting random reboots on stock rom with no OC, then definitely go and demand a new phone. This sounds like faulty hardware. I've never had a random reboot, even though I am undervolting and OC'd to 1.83Ghz.
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keilbaca said:
I would get it replaced. I have not had a random reboot in both the stock rom and the SauROM custom rom. I know many others here, do not have random reboots. Something is definitely wrong hardware wise.
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Thanks for the advice. Yes, I am running stock ROM. So now it seems like I'm having two problems... the first being that literally no store in my immediate area has anymore ceramic white Notes in-stock and the second being the unwillingness of BB Mobile reps to replace the phone. Today ends my 14-day trial with AT& (even though I have 30-days to make a final decision) and I'm limited on how much I can do today due to an engagement I must attend, tonight. Does anyone have anymore suggestions on what I can or should do? Thanks for much for helping me sort through this. I knew that random reboots didn't sound right.
tenderchkn said:
If you're getting random reboots on stock rom with no OC, then definitely go and demand a new phone. This sounds like faulty hardware. I've never had a random reboot, even though I am undervolting and OC'd to 1.83Ghz.
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When u overclock do you notice the phone grtig hotter than when you don't?
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keilbaca said:
I would get it replaced. I have not had a random reboot in both the stock rom and the SauROM custom rom. I know many others here, do not have random reboots. Something is definitely wrong hardware wise.
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Agree.
The other stuff you mention (laggy screen transitions and such) seems to be par for the course where just about any Samsung Galaxy phone is concerned, to differing degrees on different devices, but there's zero reason why a brand new device should be locking up and powering off on you, unless there's more to the story.
In either case, dump it and get a new one.
ryandelman said:
Agree.
The other stuff you mention (laggy screen transitions and such) seems to be par for the course where just about any Samsung Galaxy phone is concerned, to differing degrees on different devices, but there's zero reason why a brand new device should be locking up and powering off on you, unless there's more to the story.
In either case, dump it and get a new one.
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Thanks. There's no more to the story. Haven't really played around with the phone much or modified anything. Anything modifications I've done have been 100% stock. I guess I'll have to try and get the black/blue Note and before my 30-days or up, hope to swap it out for another ceramic white. Considering this wasn't my fault and BB gave me the run-a-round.
Do what you have to do, but get that sucker replaced. If you have to raise your voice with them and tell them they sold you faulty hardware and you want a replacement or a full refund. If they say no, tell them to get their boss, if that person says no, tell them to get their boss. Eventually they will say their boss is not there, at that point tell them to get the DM (district manager) on the phone. Someone will bend and give you want you deserve, that's the whole point of a return policy. Honestly if they did absolutely ANYTHING but give me what I wanted with a smile on their face, I would demand a refund as they have not erned my money. Take that refund and go to an ATT store or go online and buy that phone. I have had to take the "get your boss" route several times when they tried to give me the run around and I know I'm right. Once someone tried to tell me that they wern't aloud to call/contact their DM (this was a radio shack), so i found called another radio shack and just asked "whos your DM...ok and I need to contact him, can I have a number" and about 5 minutes of hold I had their number and called him directly to tell him the BS I was dealing with. At some point you will get the guy who isnt taking the return personally and knows his job is to smooth this crap out, simple as that.
Chief Geek said:
Do what you have to do, but get that sucker replaced. If you have to raise your voice with them and tell them they sold you faulty hardware and you want a replacement or a full refund. If they say no, tell them to get their boss, if that person says no, tell them to get their boss. Eventually they will say their boss is not there, at that point tell them to get the DM (district manager) on the phone. Someone will bend and give you want you deserve, that's the whole point of a return policy. Honestly if they did absolutely ANYTHING but give me what I wanted with a smile on their face, I would demand a refund as they have not erned my money. Take that refund and go to an ATT store or go online and buy that phone. I have had to take the "get your boss" route several times when they tried to give me the run around and I know I'm right. Once someone tried to tell me that they wern't aloud to call/contact their DM (this was a radio shack), so i found called another radio shack and just asked "whos your DM...ok and I need to contact him, can I have a number" and about 5 minutes of hold I had their number and called him directly to tell him the BS I was dealing with. At some point you will get the guy who isnt taking the return personally and knows his job is to smooth this crap out, simple as that.
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Thanks for the excellent response. I just returned from the BB Mobile store I purchased my Note from. Even though I was told BEFORE I came that they had ONE ceramic white Note left... when I got there, I was told not only did they not have anymore white Notes (and haven't had any for a few days) but they were completely sold out of black Notes. I was then told to "factory reset" my phone, as a "be all to end all" solution. I feel so exhausted. I'm scared to ask for a refund and then go to an AT&T store and AT&T tells me they won't approve me for a line of service. I know it's most likely improbable that will happen, but you never know. I just don't want to be locked into a contract and then they have the ultimate freedom to not work with me. But what you said makes a lot of sense. I wish you had posted your response before I went to the BB Mobile store. I really don't want to take a second trip there, tonight.
Dr. Evo said:
Thanks for the excellent response. I just returned from the BB Mobile store I purchased my Note from. Even though I was told BEFORE I came that they had ONE ceramic white Note left... when I got there, I was told not only did they not have anymore white Notes (and haven't had any for a few days) but they were completely sold out of black Notes. I was then told to "factory reset" my phone, as a "be all to end all" solution. I feel so exhausted. I'm scared to ask for a refund and then go to an AT&T store and AT&T tells me they won't approve me for a line of service. I know it's most likely improbable that will happen, but you never know. I just don't want to be locked into a contract and then they have the ultimate freedom to not work with me. But what you said makes a lot of sense. I wish you had posted your response before I went to the BB Mobile store. I really don't want to take a second trip there, tonight.
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I understand man, its a chore to deal wit hthis crap. I do not know how the deal between ATT and BB works, but if you have a ATT store around maybe give them a call and tell them about what your dealing with, or hell call ATT customer service and tell them that they sold you a defective phone and you're just trying to get a new one. Wiping may actually help, but who knows. Your on a time crunch, I'd be more aggressive with every passing day. Maybe someone here can shed some light on the relationship between the two entities and if there is anything ATT can do.
Chief Geek said:
I understand man, its a chore to deal wit hthis crap. I do not know how the deal between ATT and BB works, but if you have a ATT store around maybe give them a call and tell them about what your dealing with, or hell call ATT customer service and tell them that they sold you a defective phone and you're just trying to get a new one. Wiping may actually help, but who knows. Your on a time crunch, I'd be more aggressive with every passing day. Maybe someone here can shed some light on the relationship between the two entities and if there is anything ATT can do.
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Thanks again for all of your help. I was actually thinking about calling AT&T and saying what you suggested. I think I'll give them a call when I'm done with my engagement. Again, I appreciate all of your help and suggestions.
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tenderchkn said:
If you're getting random reboots on stock rom with no OC, then definitely go and demand a new phone. This sounds like faulty hardware. I've never had a random reboot, even though I am undervolting and OC'd to 1.83Ghz.
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A little off topic, but what did you undervolt to? I am running at 1.83ghz right now, and am curious what you undervolted to. Anything to save a little heat from forming and battery life for this thing
*UPDATE* So I just got off the phone with AT&T customer service. Now, grant it, this is only my second experience dealing with AT&T customer service and they were probably bending over backwards for me because I am not a customer locked to contract... but I have a very pleasant and satisfying experience with AT&T. Not the horror stories I've heard online. I talked to two different reps, one regular rep and another in the warranty dept, and both were helpful, knowledgeable, and shutdown all of the lies Best Buy had told me.
Both reps said they had no idea why BB was being asses about giving me a new phone. The rep in the warranty dept went much further, and apologized to me for all of the troubles they put me through ... and specifically stated that she had no idea why BB didn't simply give me a brand new phone, as that's the whole reason AT&T has the 30-day buyers remorse policy. She said it didn't matter what the reason was for my wanting a new phone, I am still covered under the 30-day policy, and BB should have simply given me a brand new replacement phone.
The final recommendation was since I technically bought my phone from BB, normally the policy would be I would have to get BB to honor AT&Ts policy and give me a new phone. But, because of all of the lies and run-a-round, AT&T recommended I go to an actual AT&T Store and they should pretty much be able to give me a new Note. AT&T setup a time to call me on Monday, to find out if I was able to get a replacement phone. They notated my account, and they said that if for some reason I wasn't able to get a new phone at the AT&T Store, the warrant dept would send out a new phone to me. A bit of a hassel, but overall it seems like my issue will be resolved (I hope!).
Dr. Evo said:
*UPDATE* So I just got off the phone with AT&T customer service. Now, grant it, this is only my second experience dealing with AT&T customer service and they were probably bending over backwards for me because I am not a customer locked to contract... but I have a very pleasant and satisfying experience with AT&T. Not the horror stories I've heard online. I talked to two different reps, one regular rep and another in the warranty dept, and both were helpful, knowledgeable, and shutdown all of the lies Best Buy had told me.
Both reps said they had no idea why BB was being asses about giving me a new phone. The rep in the warranty dept went much further, and apologized to me for all of the troubles they put me through ... and specifically stated that she had no idea why BB didn't simply give me a brand new phone, as that's the whole reason AT&T has the 30-day buyers remorse policy. She said it didn't matter what the reason was for my wanting a new phone, I am still covered under the 30-day policy, and BB should have simply given me a brand new replacement phone.
The final recommendation was since I technically bought my phone from BB, normally the policy would be I would have to get BB to honor AT&Ts policy and give me a new phone. But, because of all of the lies and run-a-round, AT&T recommended I go to an actual AT&T Store and they should pretty much be able to give me a new Note. AT&T setup a time to call me on Monday, to find out if I was able to get a replacement phone. They notated my account, and they said that if for some reason I wasn't able to get a new phone at the AT&T Store, the warrant dept would send out a new phone to me. A bit of a hassel, but overall it seems like my issue will be resolved (I hope!).
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Good stuff. I really dislike Best Buy and everything that they do... this is just another knife in the chest for them.
I'm glad you got everything sorted out.
keilbaca said:
Good stuff. I really dislike Best Buy and everything that they do... this is just another knife in the chest for them.
I'm glad you got everything sorted out.
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Yes, I'm getting to that point, too. And it doesn't help they usually employ riff-raff trash around my area. I am calling BB during normal business hours to cancel my insurance with them. I've spent like $1,500 with them in the last year or so and another $350+ with getting the Note, and to be lied to over some B.S., just has me really soured. I would rather just have my insurance through AT&T.
Hate to hear all that mess...best buy mobile is going further and further down hill. Att was right...best buy should have replaced the phone. If they had none they should have secured one by order or sent you to a store that had one. Even if you were out of the 30 days the insurance would have covered you.
On a positive note, glad to see ya! I remember seeing you around the evo threads back when I had one
Dr. Evo said:
Yes, I'm getting to that point, too. And it doesn't help they usually employ riff-raff trash around my area. I am calling BB during normal business hours to cancel my insurance with them. I've spent like $1,500 with them in the last year or so and another $350+ with getting the Note, and to be lied to over some B.S., just has me really soured. I would rather just have my insurance through AT&T.
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00mred00 said:
Hate to hear all that mess...best buy mobile is going further and further down hill. Att was right...best buy should have replaced the phone. If they had none they should have secured one by order or sent you to a store that had one. Even if you were out of the 30 days the insurance would have covered you.
On a positive note, glad to see ya! I remember seeing you around the evo threads back when I had one
Sent from my SAMSUNG-SGH-I717 using XDA App
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Hiya! Thanks for remembering moi lol. AT&T wasn't at all flattered that BB tried to throw them under the bus. I was fully expecting AT&T to confirm what BB had told me, but to my surprise, they said I was entitled to a new phone and should have been given one. I ended up going to a Best Buy Mobile outlet and an actual Best Buy Store. They all claimed they were fresh out of any Notes. One of them told me they had one in-stock, but when I got there, I was immediately told that was incorrect and they had no more. Called another BB in my area, they were supposedly fresh out, too. If there's any good news from all of this, it's that the Note must apparently be extremely popular! Either that or Samsung shipped very limited quantities. At any rate, I can't wait til BB customer service center opens, so I can cancel my insurance with them. I'm also taking back my Galaxy Tab to BB. I've barely used it since getting the Note. If I do decide I need a tablet, I'll see what the Galaxy Note 10.1 is all about.
awesome news man! Glad we were able to get you straightened out. This right here is the whole reason behind XDA. People coming together to help each other out. I am doing battle with AT&T right now myself. My situation is with my discount. I qualify for a stack of different discounts (can only have one though) and Everytime they "fix" my account I end up gettings texts telling me to call this number and verify my discount. When I call they tell me they need me to send them more paperwork. Im still in my 30day window, but barely, so I'm going down to the store tonight with box and receipts and telling them to have it fixed while standing there or refund me, no other options, no wait and see if this worked, no email BS. Either it works or it doesnt, simple as that. Im hoping I'll still be around this forum with my note and not another section of XDA with a new carrier.
Chief Geek said:
awesome news man! Glad we were able to get you straightened out. This right here is the whole reason behind XDA. People coming together to help each other out. I am doing battle with AT&T right now myself. My situation is with my discount. I qualify for a stack of different discounts (can only have one though) and Everytime they "fix" my account I end up gettings texts telling me to call this number and verify my discount. When I call they tell me they need me to send them more paperwork. Im still in my 30day window, but barely, so I'm going down to the store tonight with box and receipts and telling them to have it fixed while standing there or refund me, no other options, no wait and see if this worked, no email BS. Either it works or it doesnt, simple as that. Im hoping I'll still be around this forum with my note and not another section of XDA with a new carrier.
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I hope you get this sorted out. Discounts are a huge thing. I don't even know if I qualify for any discounts. With Sprint, they made it sort of obvious to find out what discounts I was eligible for. Doesn't appear to be the same with AT&T. I guess I'd have to do my own homework.
My friend bought a Droid DNA with a dead pixel in the screen. I told her that she should exchange it because that it is not normal. She went to the Verizon store and they said that it was not a big enough of a deal so they would not exchange it for the same phone but only exchange it for a different phone with a 35 dollar restocking fee. So she ended up getting a Samsung Note 2 which costs more, she does not really like, and has a yellow screen tint issue. Any suggestions?
Yeah, call Verizon and tell them how awful the experience was, and that you bought a cutting edge device that is not 100% functional. You aren't dissatisfied with the phone - you're dissatisfied with this model's bad screen.
They couldn't restock the one you have now anyway, because it's faulty.
Not to argue, but most companies have an "exceptable tolerance" for dead pixels on a screen, i.e. there has to x amount dead within a given space ( size of a dime for instance).
Sent from my HTC6435LVW using Tapatalk 2
Could you actually see one dead pixel on this screen? Not being sarcastic, just curious.
Best bet is to call customer service. Since she accepted the Note for a replacement it might be a little difficult to get a new DNA back. It could take talking with a supervisor because she is on her second phone but I think if she explains the situation they'll work with her. It just depends on who you get on the line.
Agreed. Call customer service and express how ANGRY and Disappointed she is that she didn't get a phone she REALLY wanted in perfect working order. And that she didn't really want the Note2 that was pushed on her by the (unscrupulous) salesperson. If the initial contact doesn't do what you want, escalate it to a supervisor. Can't hurt!
Do exactly what rfarrarh said. I have several VZW employees that are my friends (including my best friend and daughters god father) and they are floored at this experience of yours. Make sure to say that the salesman pushed her to the Note 2. And, as always, threaten to leave VZW for another carrier. One dead pixel is enough to return the phone as a faulty device covered by the warranty (not to be confused with the insurance). Just complaining about poor customer service as well should be enough to get this situation resolved.
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Verizon is one of the worst companies I have ever dealt with. Keep calling CS until you get a rep that helps you. I have had to call in three or four times before getting someone to actually help me.
why all the verizon hate I work at verizon wireless and I did a exchange today for a customer with a dead pixel on the dna and I had to use a magnifying glass to really see it in the store. So much hatred towards verizon do people realize if you going in all pissed it doesn't help be nice and tell us the issue and most reps would be happy to help.
greekmanx said:
why all the verizon hate I work at verizon wireless and I did a exchange today for a customer with a dead pixel on the dna and I had to use a magnifying glass to really see it in the store. So much hatred towards verizon do people realize if you going in all pissed it doesn't help be nice and tell us the issue and most reps would be happy to help.
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Nothing from this story makes it sound like she did that - if she had to be convinced she should exchange it, I doubt she was both upset and outgoing enough to walk in being *****y toward them. Not that it isn't possible, I just wouldn't jump to that conclusion.
Don't you get 14 days to return and call off the upgrade? If so she should do that and get the dna at another verizon or a retailer.
flaring afro said:
Nothing from this story makes it sound like she did that - if she had to be convinced she should exchange it, I doubt she was both upset and outgoing enough to walk in being *****y toward them. Not that it isn't possible, I just wouldn't jump to that conclusion.
Don't you get 14 days to return and call off the upgrade? If so she should do that and get the dna at another verizon or a retailer.
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yes you get 14 day return policy with a 35 dollar restock fee and only 1 exchange is technically allowed. If I were her I would call CS *611 and talk to them at this point most stores cannot and will not help unless you go to a manager and get an exception and that depends on the manager. sucks people have bad experiences in stores I mean I am sure it happens just hate to hear people say verizon is the worst when I know that is not true. anyway that is my 2 cents.
Also I want my DNA but I have to wait so at least you guys could all get one and experience it I can only play with one in my store.
greekmanx said:
yes you get 14 day return policy with a 35 dollar restock fee and only 1 exchange is technically allowed. If I were her I would call CS *611 and talk to them at this point most stores cannot and will not help unless you go to a manager and get an exception and that depends on the manager. sucks people have bad experiences in stores I mean I am sure it happens just hate to hear people say verizon is the worst when I know that is not true. anyway that is my 2 cents.
Also I want my DNA but I have to wait so at least you guys could all get one and experience it I can only play with one in my store.
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This thread doesn't seem to have much Verizon hate in it in my opinion. I'm lucky to have a Verizon store where are all the employees are nice. And if I'm correct I believe that was AT&T who was just rated as having the worst customer service for phone carriers for the second year in a row.
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Try going into a sprint store and see how well that goes for you... You'll be running back to Verizon. Most of sprints in store employees are dumber then a bag of rocks and too arrogant to bother trying to understand an issue or actually help you. I would suggest going to another Verizon store or calling cs. My limited experience with Verizon has been nothing but positive thus far.
I believe the standard procedure at a Verizon store is to first try to talk you out of your request. In your example by claiming that a dead pixel is not a big deal. All you have to do is simply insist that for you it is a big deal and you want the phone exchanged. After that they say that although they still disagree about the dead pixel, they will exchange the phone anyway because of their satisfaction guaranteed type policy.
I went through this four times (yes, it was somewhat painful) last week. Basically went to one store to exchange my wife's phone, they did not have the DNA, went to the store where I bought it, they just ran out of DNA's, finally got it done at the third store. The next day I exchanged my own phone also at that same store (with the same clerk). So maybe it counts as three times.
My wife's phone made a popping sound with the back cover if you pressed it, that bothered me. Did not bother any of the Verizon reps, some even claimed they could not hear it. After some pondering, and my insistence that regardless of what they thought or heard, I was not happy with the phone, all agreed to exchange it (and in two cases sent me to the next store to get that new phone).
My phone had a *really* recessed power button. I almost had to use a finger nail to press it. My wife's, as a point of reference, was much better. Same story with the VZ rep. He thought the button was fine, but I told him that it definitely was not fine for me. Got it exchanged. He looked almost offended the entire time he was swapping the phones, the second time now, but got it done nevertheless. After I thanked him he even made the point that this was not a big deal, as long as it makes me, the customer, happy.
Given the number of tries here, a trend has clearly developed. Hope this helps people deal with the exchanges.
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isn't verizon policy that you can just take back the note 2? Tell them you are not happy and you are going to go back to your old device. Then call customer care and tell them that you are leaving as soon as your contract is up unless they get you the DNA.
I would not try at the store since they get commision for the device.
nrfitchett4 said:
isn't verizon policy that you can just take back the note 2? Tell them you are not happy and you are going to go back to your old device. Then call customer care and tell them that you are leaving as soon as your contract is up unless they get you the DNA.
I would not try at the store since they get commision for the device.
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You can only do that once. Technically, the DNA to Note was that one shot. That is how they look at it in the stores anyway.
If your friend was within the 14 day period, the employees at the store can't tell her ****. Your friend got screwed, and I would file a complaint right away!
I too found a dead pixel, but honestly its not that big of a deal, and nobody other than me would ever notice it and I only notice it when I look for it. Think about it, its literally 1 in 2,073,600 pixels, I think ill get over it.
adrynalyne said:
You can only do that once. Technically, the DNA to Note was that one shot. That is how they look at it in the stores anyway.
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That's why she has to say that she was pushed into the Note 2 by the sales Rep (which is what sounds like happened). The Note 2 is $100 more, which looks really bad on the reps part. My VZW friends tell me that if she talks to a supervisor it will be fixed. Especially if she files a complaint. I mean you buy this new product that's top of the line and you find a defect in it and they won't replace it. By pushing the higher price device taking advantage of a persons desperation.
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str8upx said:
Try going into a sprint store and see how well that goes for you... You'll be running back to Verizon. Most of sprints in store employees are dumber then a bag of rocks and too arrogant to bother trying to understand an issue or actually help you. I would suggest going to another Verizon store or calling cs. My limited experience with Verizon has been nothing but positive thus far.
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I think that might be more regional than anything else. Where I'm at, it's the complete opposite. It's the Verizon guys that give you attitude while the Sprint guys are polite and understanding.