Does anyone know the fastest way to get a replacement phone through Asurion? I heard they're shipping ET4Gs now which is cool, I don't really care about that. I just need a new phone.
Last night I had my 3D in my gym shorts pocket and somehow when we were out in the woods it slipped outta my pants and now it's gone. Being that we were in the woods there was no cell service and so calling it won't do anything and I'm basically SOL on this phone. I've looked around the threads and noticed people were saying they got their phone sent to them the day after they lost it, so I went to Asurion's website to file a claim, following the Sprint tech's orders. The website asks for a photocopy of a valid ID, to fax such and such documents to this number, and to mail an affidavit to this other address etc etc. There's no way that this will all get processed tonight and I'll have a new phone come in tomorrow. I can't afford to wait the extra three or four days due to work and so I'm curious about the fastest way to get my replacement.
Yes, I have TEP and when I went into the store the CSR lady told me to go to www.phoneclaim.com, which is where it's looking like an infinite amount of paperwork and waiting times. Help?
empiire said:
Does anyone know the fastest way to get a replacement phone through Asurion? I heard they're shipping ET4Gs now which is cool, I don't really care about that. I just need a new phone.
Last night I had my 3D in my gym shorts pocket and somehow when we were out in the woods it slipped outta my pants and now it's gone. Being that we were in the woods there was no cell service and so calling it won't do anything and I'm basically SOL on this phone. I've looked around the threads and noticed people were saying they got their phone sent to them the day after they lost it, so I went to Asurion's website to file a claim, following the Sprint tech's orders. The website asks for a photocopy of a valid ID, to fax such and such documents to this number, and to mail an affidavit to this other address etc etc. There's no way that this will all get processed tonight and I'll have a new phone come in tomorrow. I can't afford to wait the extra three or four days due to work and so I'm curious about the fastest way to get my replacement.
Yes, I have TEP and when I went into the store the CSR lady told me to go to www.phoneclaim.com, which is where it's looking like an infinite amount of paperwork and waiting times. Help?
Click to expand...
Click to collapse
Last time I had to send in an affidavit was like 3 years ago when I had to file a claim on my HTC Vogue, & it was a nightmare. I sent them, they told me they would get back to me, could take up to 24 hours, waited until then, called back, they told me that they never received them, even though I knew I sent them, had to send them again, once again they said they would call me, never did, I called them back 2 days later & they said they received them, & I asked well if y'all did then why didn't I receive a phone call, I said nevermind just process my claim, got my Touch Diamond the next morning, that was the only good thing that came out of that horrible experience, good luck man.
Sent from my E4GT/CM9 using Tapatalk 2
Yep, so far this has been a much longer process than I anticipated. Not liking this. I wish I could just shell out the cash for the EVO 4G LTE.
I filed a claim thru them for my Epic 4G (before my Evo 3D) about a year ago for a bad speaker. It was pretty simple and straightforward. I did it online and received it the 2 days later (I filed the claim at night). This went back and forth because the phones they sent me were refurbished and just felt weird (sliding felt weird, vibrating felt weird, etc). I think they sent me 3-4 phones at least until I requested a new phone. Finally got the new one and it worked perfectly.
This all worked out for me because whenever you ship a phone in, you only send in the phone itself and the battery cover. The phones they send back all had new batteries, chargers, and 16gb SD cards. At the end of the ordeal, I had 5 new batteries, 5 new chargers, and 5 SD cards. :good:
Side note- are they offering the Epic Touch 4G as the comparable model to the Evo 3D now?
brianhuangbh said:
I filed a claim thru them for my Epic 4G (before my Evo 3D) about a year ago for a bad speaker. It was pretty simple and straightforward. I did it online and received it the 2 days later (I filed the claim at night). This went back and forth because the phones they sent me were refurbished and just felt weird (sliding felt weird, vibrating felt weird, etc). I think they sent me 3-4 phones at least until I requested a new phone. Finally got the new one and it worked perfectly.
This all worked out for me because whenever you ship a phone in, you only send in the phone itself and the battery cover. The phones they send back all had new batteries, chargers, and 16gb SD cards. At the end of the ordeal, I had 5 new batteries, 5 new chargers, and 5 SD cards. :good:
Side note- are they offering the Epic Touch 4G as the comparable model to the Evo 3D now?
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Click to collapse
Yes they are, that's how I got mines 2 weeks ago
Sent from my SPH-D710 using Tapatalk 2
Yea not really much you can do. Once they approve it, it should ship to you within 24 hours. Last time I used them I filed the claim late Monday night and got the phone Wednesday morning. I'm not sure how long it will take to approve with losing the phone.
Waited all night and today to see if my claim was approved and it wasn't, took them almost the full 24 hours. I received an email stating
"Dear Valued Customer,
Thank you for submitting your documents in reference to wireless number ending in xxxx. However, we were unable to process your photo ID. Please ensure the account holder’s photo ID is submitted and is legible."
I photocopied my driver's license in full size and submitted it, I don't get what else they want. Time to try my military ID and wait all over again. Such a pain.
empiire said:
Waited all night and today to see if my claim was approved and it wasn't, took them almost the full 24 hours. I received an email stating
"Dear Valued Customer,
Thank you for submitting your documents in reference to wireless number ending in xxxx. However, we were unable to process your photo ID. Please ensure the account holder’s photo ID is submitted and is legible."
I photocopied my driver's license in full size and submitted it, I don't get what else they want. Time to try my military ID and wait all over again. Such a pain.
Click to expand...
Click to collapse
It happen the same with my wife's phone(evo 3d), they told me that the copy was to dark, so what I did was taking a picture with my phone to the ID and affidavit save them to my computer and then e-mail them back to them thru phoneclaim.com, wait couple hours, call them back and they told me everything was ok and they send the new GSII Epic 4G .Sorry about my english.
super.gazu said:
It happen the same with my wife's phone(evo 3d), they told me that the copy was to dark, so what I did was taking a picture with my phone to the ID and affidavit save them to my computer and then e-mail them back to them thru phoneclaim.com, wait couple hours, call them back and they told me everything was ok and they send the new GSII Epic 4G .Sorry about my english.
Click to expand...
Click to collapse
Thanks dude! I had to do the same, now I'm waiting on my phone to come in Tuesday. I hope I don't have the full runaround with a messed up replacement however.
empiire said:
Does anyone know the fastest way to get a replacement phone through Asurion? I heard they're shipping ET4Gs now which is cool, I don't really care about that. I just need a new phone.
Last night I had my 3D in my gym shorts pocket and somehow when we were out in the woods it slipped outta my pants and now it's gone. Being that we were in the woods there was no cell service and so calling it won't do anything and I'm basically SOL on this phone. I've looked around the threads and noticed people were saying they got their phone sent to them the day after they lost it, so I went to Asurion's website to file a claim, following the Sprint tech's orders. The website asks for a photocopy of a valid ID, to fax such and such documents to this number, and to mail an affidavit to this other address etc etc. There's no way that this will all get processed tonight and I'll have a new phone come in tomorrow. I can't afford to wait the extra three or four days due to work and so I'm curious about the fastest way to get my replacement.
Yes, I have TEP and when I went into the store the CSR lady told me to go to www.phoneclaim.com, which is where it's looking like an infinite amount of paperwork and waiting times. Help?
Click to expand...
Click to collapse
Did you receive the phone yet, and if so, was it an ET4G or a 3D? Thanks.
Related
I called to get a replacement ont the 13th. They said it would take a week to get it. I called on the 18th they said it was being proccesed. I called today the 21st they said they are on backorder and have no idea when they will be available. It bothers me that they never tried to inform me of this through email or a stupid texst. Is anyones eles's vibrant on backorder? This realy sucks not getting a eta.
Called last night, same ordeal. Ordered mine a little over a week ago.
Sent from my SGH-T959 using XDA App
Im getting my replacement today no wait ordered it last week
The guy on the couch
good news and bad news...
bad news is, the T-Mobile just got slump by overwhelming phone sending back for 2 majority reasons:
#1 phone hardware/software issue for another refurb phone
#2 people took advantage of the phone upgrades for New phones out in T-Mobile like G2 on 3rd failure crisis
so that is why, many phone are on back order!! bummer...
I was told by some local cellular shops, there is one major pain in the butt issue.
all the phone they are getting from back order 80% have Hardware Lock issue.
Guess T-Mobile is enforcing the HWLock to prevent data wipe and stock Custom Rom.
I got mine an hour ago ordered last week
Sent from my SGH-T959 using XDA App
Was the phone they just sent you hardware locked. I ordered a replacement phone last Friday, bc my usb port had a short. Then Tuesday they informed me it was backordered.
-cuBe
Jonathan Rubcic
Electrical Engineer
There is another thread on this in the general section... This is what I posted there.
I call and talked to tech services [not customer service] and they said they will send me out a replacement, Sad thing is they are on backorder. I called on the 13th they said one week. I called again on the 21st That's when I found out its on backorder. I am going to call ever day till my phone gets here.
I called today 10-22 It started out with cs I told them I was very unhappy paying 500 bucks for a phone that I can't use nor be told when I would get one. I told them I was ready to switch carriers. They transferred me to a account specialist. I told her the same story she said they would pay for shipping and give me one month free data. I asked her why can I order one on line and get it but cant get a replacement for my new one? She put me on hold and came back and said she turned it over to another dept and I would get a update text from them on a new phone. I told her that every day I don't get my phone drives me closer to dropping them. I was nice to them but firm about my displeasure. Will update this thread when I get more info. Sorry about this RANT
Nope I have full access and it was already running the JI6
The guy on the couch
I was glad not to have to worry about bricking with the update that would have been the limit for me I woulda flipped out but all is well now also the gps on your new one will be super accurate...it is on mine
The guy on the couch
My replacement is on backorder as well. I had a MyTouch before my vibrant and needed a replacement. I checked my order status several times a day (like I do now) hoping it would tell me it was shipped. The status was always backorderd and so I called them to see what the hold up was and they just told be it was on backorder and didn't know why. No less that 30 minutes later my phone arrived in the mail. I hope this is the same scenario and that my replacement arrives sooner than later.
The moral of the story, T-Mobile reps don't know **** about what or when the replacements ship.
called again Same crap different day Talked to several ppl loyalty serv. customer serv. and a account specialist. They tried to tell me they have no phones at all. I said I could order one on line, they said they were backorderd too. I went to their site and got all the way to the final check out. It seems like it would have gone threw. So I quit. 2 weeks later and they still can't tell me when I would get one? Maybe i will get a new one instead of a refurb one. I think when think when they see my number they go oh **** he is calling again. What a nice $500. paper weight
update
tmo just sent me a tracking number. Did you guys get one yet?
nomadrider123 said:
tmo just sent me a tracking number. Did you guys get one yet?
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Click to collapse
Yeah, I got one to about an hour ago. Btw, on T-mo's website it still says that my order hasn't shipped yet and that it's still on backorder. Their order status portal is far from accurately up to date.
rizoh66 said:
Yeah, I got one to about an hour ago. Btw, on T-mo's website it still says that my order hasn't shipped yet and that it's still on backorder. Their order status portal is far from accurately up to date.
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I would call tmo if I were you. at ups.com I got this Your package is in the UPS system and has a rescheduled delivery date of 10/29/2010. and in transit I sure hope it's not hardware locked
nomadrider123 said:
I would call tmo if I were you. at ups.com I got this Your package is in the UPS system and has a rescheduled delivery date of 10/29/2010. and in transit I sure hope it's not hardware locked
Click to expand...
Click to collapse
I'm not bothering with a T-Mo rep. The tracking # they sent in a text shows the package shipped yesterday with a delivery date of the 28th. And it probably will be hardware locked... Damn...
Ok so I am on my 4th Evo 3d after hardware problems. The last 2 replacements were done in-store. The first of the in store replacements I noticed that the seals were cut when the guy brought the box. I asked if it was returned and he said no. An hour later i used the ##786# to check life calls/timer it was only 2 calls and 4 min which was what i had used. But later my phone would go to sleep and in 5 sec or so the screen would turn the search button on and the screen was dark there was partial light. SO i took pics and video and showed it to the store. I was told this was the last exchange and that if i did not like it to return it.
On my last evo 3d i have had no issues so far. But i did have a concern in regards to the exchange process. This time the rep when to the repair window and asked for an evo 3d and i saw the repair guy take it out and kept it and the rep came back and scanned the bar codes on the box to initiate the exchange. He later went and got the phone from the repair guy and put in my old sd card (i asked for that). I did check when he gave me the replacement the ##786# and checked the life calls/timer and they were at zero and activation was for that day, so I decided not to inquire about what the repair guy did. This seems weird but then i do not know if other sprint corp stores are doing this. by the way this was at the Humble, TX store. Any similar experiences. Should i be worried about something?
eljefe18 said:
Ok so I am on my 4th Evo 3d after hardware problems. The last 2 replacements were done in-store. The first of the in store replacements I noticed that the seals were cut when the guy brought the box. I asked if it was returned and he said no. An hour later i used the ##786# to check life calls/timer it was only 2 calls and 4 min which was what i had used. But later my phone would go to sleep and in 5 sec or so the screen would turn the search button on and the screen was dark there was partial light. SO i took pics and video and showed it to the store. I was told this was the last exchange and that if i did not like it to return it.
On my last evo 3d i have had no issues so far. But i did have a concern in regards to the exchange process. This time the rep when to the repair window and asked for an evo 3d and i saw the repair guy take it out and kept it and the rep came back and scanned the bar codes on the box to initiate the exchange. He later went and got the phone from the repair guy and put in my old sd card (i asked for that). I did check when he gave me the replacement the ##786# and checked the life calls/timer and they were at zero and activation was for that day, so I decided not to inquire about what the repair guy did. This seems weird but then i do not know if other sprint corp stores are doing this. by the way this was at the Humble, TX store. Any similar experiences. Should i be worried about something?
Click to expand...
Click to collapse
Is it possible the repair guy was running the OTA for you? When I had to exchange my Evo 3D, I asked specifically that they NOT run the OTA. Since I was within my 30 days, the tech, who has become my friend, made sure I got a new 3vo and that the sales rep didn't run the OTA. (I figure it's always safer not to get the OTA, since we don't have root yet...)
No they did not run the OTA because later that day I got a notification to run the OTA. I know my life calls/timer were zero but it still worries me a little.
Could have been inventory control. Some stores do that, keep the new phone until the exchanged is processed. I'm a sprint tech and we do that. I don't think you have anything to worry about.
zeks said:
Could have been inventory control. Some stores do that, keep the new phone until the exchanged is processed. I'm a sprint tech and we do that. I don't think you have anything to worry about.
Click to expand...
Click to collapse
I guess it could just depend on the store. Last year when i got my evo i had to replace 1 time and they took out the new box and opened it in front of me. So that is why it seemed a little fishy to me.
eljefe18 said:
Ok so I am on my 4th Evo 3d after hardware problems. The last 2 replacements were done in-store. The first of the in store replacements I noticed that the seals were cut when the guy brought the box. I asked if it was returned and he said no. An hour later i used the ##786# to check life calls/timer it was only 2 calls and 4 min which was what i had used. But later my phone would go to sleep and in 5 sec or so the screen would turn the search button on and the screen was dark there was partial light. SO i took pics and video and showed it to the store. I was told this was the last exchange and that if i did not like it to return it.
On my last evo 3d i have had no issues so far. But i did have a concern in regards to the exchange process. This time the rep when to the repair window and asked for an evo 3d and i saw the repair guy take it out and kept it and the rep came back and scanned the bar codes on the box to initiate the exchange. He later went and got the phone from the repair guy and put in my old sd card (i asked for that). I did check when he gave me the replacement the ##786# and checked the life calls/timer and they were at zero and activation was for that day, so I decided not to inquire about what the repair guy did. This seems weird but then i do not know if other sprint corp stores are doing this. by the way this was at the Humble, TX store. Any similar experiences. Should i be worried about something?
Click to expand...
Click to collapse
no effin way your phone was borked 4 times stop returning them ffs
aweskelo said:
no effin way your phone was borked 4 times stop returning them ffs
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Click to collapse
I do not care if you believe me. But the phones were messed up and if you knew how to read it was 3 messed up phones not 4. I said I was on my 4th one and I have not noticed any issues. My question was not hardware or software related you can read the original post again.
On the last exchange I had video of the issue and they didn't even have the tech check it. Trust me I would not waste my time going to the repair store and having them do a hard reset which is the first thing they usually do (I know how to do that).
There are other people replacing them for dead pixels and many 3-4 times, so I think if mine is actually hardware related which prevents me from normal use I have a right to have my phone replaced. I don't care if you do not believe but i can assure you if i had not facts, pics, and video backing my problems they would probably not returned them. When you pay for my stuff then you can tell me not to return.
I'm on Evo number 6, so I feel your pain. The quality control on these phones is awful. I got my phone at Best Buy, and the manager himself opened a brand new phone box and it had a dead pixel or dust spot under the screen, so he had to open ANOTHER one.
I love this phone, but its built like ****
I also love the phone but I agree that quality control is awful. I never had to exchange a phone more than once. I really hope I do not have any more issues because my 30 days from my original purchase are up and if something is wrong I could end up getting a refurb. I did notice that my camera and 3d-2d button do not move as much.
This is going to be lengthy...I apologize, bear with me. I have been a customer of Sprint for nearly 7 years. I currently have 5 lines on my account, and I have NEVER experienced anything like this.
My friend Patrick, who lives an hour away is one of those 5 lines. About a month ago, his Evo 4G phone broke, and due to having a warranty on his device, Sprint shipped him out a replacement. Fast forward a few weeks, and last Thursday, July 21st, his replacement phone stopped charging. The following day, he went into the Sprint store, and they ordered another replacement phone for him, that was supposed to arrive at my address either Monday or Tuesday.
On Tuesday, July 26th, the phone hadn't arrived yet. Since Patrick doesn't have another line, I call Sprint that evening around 7PM where I talked to Derek, out of Texas call center. He told me that the Evo 4G is on backorder for warranty exchanges, and that it may take up to 10 business day for it to ship. Then, Derek himself offered to send a different device instead. Note, I did not ask for this, he offered it for me. I said sure, and he offered me several devices, including Nexus S 4G, Kyocera Echo, and, to my bewilderment, Evo 3D. He said that due to the hassle this has caused, he was willing to do that for me.
When all was said and done, and we ended the conversation, and I received the confirmation email. Unfortunately, I noticed that the defective phone was listed as MY own phone (Evo 3D), and that the exchange was supposed to be done under MY phone number. Afraid that this was a mistake, I called them back, and this is when the roller coaster started.
The first guy (I didn't write down the names at this point, because I assumed this was going to be a simple fix) said that she couldn't believe that I was offered an Evo 3D, and after putting me on hold for 28 minutes, she came back and she said she would transfer me to their tech department. When I told the tech person what had happened, she said that it was impossible to make such a promise, and despite the fact that my customer note did in fact confirm that the upgrade was to be made, she didn't want to do it for me. At this point, she says she canceled the new Evo 3D order, even though I told her not to do it. I ask to speak to the manager, and I was then placed on hold for 45 minutes.
At this point, I decide to hang up, and try again. The second time I called, THE EXACT SAME THING HAPPENS. After being on hold for over an hour, I call the retention department. Rhonda says that she will try to fix the situation, and then she transfers me to "customer relation specialist," Derek (a different one) answers. After he was confirming to his superiors and chatting, he comes back to the conversation and tells me that they will honor the complimentary upgrade, and that he will call me around Thursday, July 28th (today, as of this writing) to handle the exchange. I mentioned the fact that Evo 3D order was canceled, but he tells me that in fact it hasn't, according to his system.
The next day, July 27th, around 12 PM, I get a phone call from Derek, apologizing for his mistake, and that the order was indeed canceled. He then transfers me to another tech department, and at this point, I get the run around that their system experienced a bug and that they are unable to fulfill the promise, despite what my "customer note" said. At this point, I was at a boiling point, having spent nearly 5 hours on phone with them in order to fix THEIR mistake. The manager offers me a Nexus S, which I accepted.
On July 28th, I get another shipping confirmation. Unfortunately, it was shipping confirmation for the Evo 3D, still under my number. Angered and confused and desperate, I try calling customer service, only to be given a rundown "what do you want me to do?" At this point, I go to a local Sprint store, where I talk to Brandon, one of the store managers. After patiently listening to my story, and reading over the notes, he confirmed that it was Sprint mistake, and that he will resolve it however necessary. He also confirmed that the Evo 3D was shipped and that the Nexus S order was canceled. At this point, he wrote a lengthy note on my account. He says that Patrick should just active the 3D, and ship the 4G back, and that the note should take care of everything. I thanked him and left the store.
Fast forward a few hours later, Patrick received his phone. Unfortunately, the exchanged phone came with no battery, and 4G battery does NOT fit into a 3D. I call Brandon at the local store, and tells me that sometimes that happens, and that Patrick can simply go to a local store and get the right battery.
At his local store, Ryan, the assistant store manager, refused to provide a replacement battery, saying that Patrick received the 3D in error, and that he should have received a Nexus S instead, and that his system is showing that the Nexus S order is NOT canceled. At this point, I get a phone call from frustrated Patrick, using one of their in store phones. Ryan refused to call Brandon in my local Sprint store to confirm the story, and he also would not talk to me. After a lot more arguing, Ryan finally provided the battery for Patrick.
After this whole ordeal, I am simply APPALLED at the customer service that was provided. Being given a run around, and being left on hold for an hour two times just to get rid of me, I felt that both Patrick and I were mistreated and lied to. I do appreciate what Derek tried to do for me, and Brandon's customer service went far and beyond to attempt to resolve this issue, but overall, this has left a sour taste. Despite getting a free 3D upgrade, in the end, it just wasn't worth it.
Now, I am also scared of what may happen when the Evo 4G is shipped back. Guess I can always head to Brandon, the only person willing to help me out in all of this.
I don't really know why I posted this...I think I just had to vent. The sad thing is, my 30 day return window on Evo 3D ended 2 days ago. Otherwise, they would have lost a customer.
If you have any more issues with them just call retentions and they will work with you without the hassle. For my wife's EVO they skipped all the hassle and just gave me a new in box after having a similar problem with their customer service. If you look around the number is out there. (that's how I found out about retentions)
Sent from my PG86100 using Tapatalk
Seems like a ton of time spent and believe me I have been there with sprint. Silver lining is you got an EVO3d for free. 5+ hours saved you 200 bones. Also sounds like your buddy owes you some beers. From the sounds of things you could use them.
Sent from my PG86100 using XDA App
Wow! I am apalled and shocked! This is all amazingly nuts. I would have been flipping! Its cool that you got a free 3D but holy ****, thats a lot crap to deal with to get it!
Vivix729 said:
This is going to be lengthy...I apologize, bear with me. I have been a customer of Sprint for nearly 7 years. I currently have 5 lines on my account, and I have NEVER experienced anything like this.
My friend Patrick, who lives an hour away is one of those 5 lines. About a month ago, his Evo 4G phone broke, and due to having a warranty on his device, Sprint shipped him out a replacement. Fast forward a few weeks, and last Thursday, July 21st, his replacement phone stopped charging. The following day, he went into the Sprint store, and they ordered another replacement phone for him, that was supposed to arrive at my address either Monday or Tuesday.
On Tuesday, July 26th, the phone hadn't arrived yet. Since Patrick doesn't have another line, I call Sprint that evening around 7PM where I talked to Derek, out of Texas call center. He told me that the Evo 4G is on backorder for warranty exchanges, and that it may take up to 10 business day for it to ship. Then, Derek himself offered to send a different device instead. Note, I did not ask for this, he offered it for me. I said sure, and he offered me several devices, including Nexus S 4G, Kyocera Echo, and, to my bewilderment, Evo 3D. He said that due to the hassle this has caused, he was willing to do that for me.
When all was said and done, and we ended the conversation, and I received the confirmation email. Unfortunately, I noticed that the defective phone was listed as MY own phone (Evo 3D), and that the exchange was supposed to be done under MY phone number. Afraid that this was a mistake, I called them back, and this is when the roller coaster started.
The first guy (I didn't write down the names at this point, because I assumed this was going to be a simple fix) said that she couldn't believe that I was offered an Evo 3D, and after putting me on hold for 28 minutes, she came back and she said she would transfer me to their tech department. When I told the tech person what had happened, she said that it was impossible to make such a promise, and despite the fact that my customer note did in fact confirm that the upgrade was to be made, she didn't want to do it for me. At this point, she says she canceled the new Evo 3D order, even though I told her not to do it. I ask to speak to the manager, and I was then placed on hold for 45 minutes.
At this point, I decide to hang up, and try again. The second time I called, THE EXACT SAME THING HAPPENS. After being on hold for over an hour, I call the retention department. Rhonda says that she will try to fix the situation, and then she transfers me to "customer relation specialist," Derek (a different one) answers. After he was confirming to his superiors and chatting, he comes back to the conversation and tells me that they will honor the complimentary upgrade, and that he will call me around Thursday, July 28th (today, as of this writing) to handle the exchange. I mentioned the fact that Evo 3D order was canceled, but he tells me that in fact it hasn't, according to his system.
The next day, July 27th, around 12 PM, I get a phone call from Derek, apologizing for his mistake, and that the order was indeed canceled. He then transfers me to another tech department, and at this point, I get the run around that their system experienced a bug and that they are unable to fulfill the promise, despite what my "customer note" said. At this point, I was at a boiling point, having spent nearly 5 hours on phone with them in order to fix THEIR mistake. The manager offers me a Nexus S, which I accepted.
On July 28th, I get another shipping confirmation. Unfortunately, it was shipping confirmation for the Evo 3D, still under my number. Angered and confused and desperate, I try calling customer service, only to be given a rundown "what do you want me to do?" At this point, I go to a local Sprint store, where I talk to Brandon, one of the store managers. After patiently listening to my story, and reading over the notes, he confirmed that it was Sprint mistake, and that he will resolve it however necessary. He also confirmed that the Evo 3D was shipped and that the Nexus S order was canceled. At this point, he wrote a lengthy note on my account. He says that Patrick should just active the 3D, and ship the 4G back, and that the note should take care of everything. I thanked him and left the store.
Fast forward a few hours later, Patrick received his phone. Unfortunately, the exchanged phone came with no battery, and 4G battery does NOT fit into a 3D. I call Brandon at the local store, and tells me that sometimes that happens, and that Patrick can simply go to a local store and get the right battery.
At his local store, Ryan, the assistant store manager, refused to provide a replacement battery, saying that Patrick received the 3D in error, and that he should have received a Nexus S instead, and that his system is showing that the Nexus S order is NOT canceled. At this point, I get a phone call from frustrated Patrick, using one of their in store phones. Ryan refused to call Brandon in my local Sprint store to confirm the story, and he also would not talk to me. After a lot more arguing, Ryan finally provided the battery for Patrick.
After this whole ordeal, I am simply APPALLED at the customer service that was provided. Being given a run around, and being left on hold for an hour two times just to get rid of me, I felt that both Patrick and I were mistreated and lied to. I do appreciate what Derek tried to do for me, and Brandon's customer service went far and beyond to attempt to resolve this issue, but overall, this has left a sour taste. Despite getting a free 3D upgrade, in the end, it just wasn't worth it.
Now, I am also scared of what may happen when the Evo 4G is shipped back. Guess I can always head to Brandon, the only person willing to help me out in all of this.
I don't really know why I posted this...I think I just had to vent. The sad thing is, my 30 day return window on Evo 3D ended 2 days ago. Otherwise, they would have lost a customer.
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Sorry you had to go through all of that. I hope it all works out from now.
I had a pretty terrible experience with sprints customer service too: http://forum.xda-developers.com/showthread.php?t=1182917
To put it simply, Sprint's CS is an absolute abomination for the most part, I like their pricing and products but they really need to continue to improve in how they treat customers.
Next time you experience an issue call this number (877)775-4886 This is the retention line and the folks in this department usually bend over backwards to help you out.
Its the only number I dial whenever I have any issues, no matter how small.
I hate dealing with Sprint on the phone.....What a bunch of Monkeys they are. I ALWAYS go to the local Sprint store.....for warranties, insurance claims, new phones, etc.. They deal with all of the BS for me.
Ok there are two options:
1) Call Sprint retentions and ask for an early upgrade. Tell them your whole ordeal and then explain to them that at this point, that's the only thing that would keep you as a customer. Throw in the whole "I've been a customer for 7 years and this is how you treat me?". It will renew your contract when you use but they'll give it to you. There's a whole thread about it. The direct number (no phone-tree menus) is: (877)775-4886
Thread is here: http://forum.xda-developers.com/showthread.php?t=1093232
I can personally confirm this works as I'm now rocking an Evo 3D after only a year of having an Evo.
2) Email [email protected] with your problem, your name and number (and one to contact you at if it's different than your Sprint number). Someone from the Office of Dan Hesse (yes I'm serious) will contact you and help you solve your problem. I worked with them on several big issues. Your problem will always be dealt with by the same person you started with and they'll email you confirmations after every conversations along with their direct line. This is used for big problems, like what you're describing. They have a lot more power than normal reps and I suggest you use this if the first method isn't enough for you.
Thank you all for your responses. While the issue is currently resolved after the whole ordeal, there is still that chance that something will go awry when the 4G is sent back (since the warranty exchange was performed under my #/Evo 3D).
Even though the store manager placed in the notes what to do, I am not holding my breath. I'll email dan, and call retentions, if talking to the store manager doesn't resolve this potential issue.
Again, thank you. I truly feel better
thank god for tmobile, btw I bet if you had threaten to leave sprint they would've straighten you out quick fast and in a hurry.
Me and my mom had a similar problem. She called and used the same story on the evo 4g forums to upgrade early using her upgrade. Well we went to the sprint store and my mom tried talking to the sprint manager and he gave her the number to cs. shes on the phone with them for 2 hours saying she wants her upgrade early for her sons early birthday. Anyways after 2 hours and a chat with the manager of that facility she gets it and they say it takes 48 hours to activate the upgrade to the system and the manager promises her on monday it will be cleared. Monday rolls around and NO upgrade to her account. So my mom gets hysterical and the sprint people tell her to call cs again well my mom gets pissed with cs and they transfer her to retentions, where the retentions manager pushs an immediate push for the upgrade that was another hour on the phone. Then another 45 minutes for the sprint people to activate my evo 3d into the system. ahh well it saved me $350 for the early upgrade and 4 hourts argueing with the sprint peoples lol.
sounds to me like sprint is hooking yall up big time at the cost of jumping through a few hoops
Sent from my PG86100
I doubt you have anything to worry about with the return or whatever being under another number.... Not sure what it is youre worried about exactly
Sent from my PG86100 using Tapatalk
mcmikecruz1 said:
sounds to me like sprint is hooking yall up big time at the cost of jumping through a few hoops
Sent from my PG86100
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This. And also, what other cell company overnights new phones to customers and also will give you a free sprint airave if you ask them?
Sent from my PG86100 using Tapatalk
They CAN and WILL give you an early upgrade. It adds another year to your contract (assuming you have one left already). And it takes effect immediately. If they say "it takes 24-48 hours to show up", they're lying. They tried that one me. I called back after 2 days and told them "so and so promised me an early upgrade and it's not there" and they did it IMMEDIATELY. I logged into my Sprint account while on the phone and saw it.
And on top of that the system glitched and gave me another upgrade even after I used it on the Evo 3D. Now I also have a Nexus S 4G lol.
This doesnt make any sense to me. You just got a FREE Evo 3D....I really dont care what it took to get it done...the fact that you got a free Evo 3D is pretty impressive and reason enough to be satisfied with the end result.
Granted the whole ordeal was a massive headache...but you still recieved a device that is so new Sprint has very limited flexibility with for FREE. Hell...I would have willingly gone thru all that you went thru to save the 200 bucks for a sweet ass phone.
Quis89 said:
This doesnt make any sense to me. You just got a FREE Evo 3D....I really dont care what it took to get it done...the fact that you got a free Evo 3D is pretty impressive and reason enough to be satisfied with the end result.
Granted the whole ordeal was a massive headache...but you still recieved a device that is so new Sprint has very limited flexibility with for FREE. Hell...I would have willingly gone thru all that you went thru to save the 200 bucks for a sweet ass phone.
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+1 , how disgusting though lol
Sent from my PG86100
Product F(RED) said:
They CAN and WILL give you an early upgrade. It adds another year to your contract (assuming you have one left already). And it takes effect immediately. If they say "it takes 24-48 hours to show up", they're lying. They tried that one me. I called back after 2 days and told them "so and so promised me an early upgrade and it's not there" and they did it IMMEDIATELY. I logged into my Sprint account while on the phone and saw it.
And on top of that the system glitched and gave me another upgrade even after I used it on the Evo 3D. Now I also have a Nexus S 4G lol.
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Not to call you out or anything, but the early upgrade is for those customers that would have had an upgrade from April through now August (they keep extending it) due to the Premiere Gold/Silver changes. Beyond that it is YMMV.
And sometimes it does take 1-2 days. I got one before and they said give it 1-2 days and it'll show up, and it didn't show up till the night of the next day, but yeah you're right, they also have the power to do it immediately as well. It could be the reason you got a double upgrade.
ReinMaker said:
Not to call you out or anything, but the early upgrade is for those customers that would have had an upgrade from April through now August (they keep extending it) due to the Premiere Gold/Silver changes. Beyond that it is YMMV.
And sometimes it does take 1-2 days. I got one before and they said give it 1-2 days and it'll show up, and it didn't show up till the night of the next day, but yeah you're right, they also have the power to do it immediately as well. It could be the reason you got a double upgrade.
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Mine would have been this August, but they gave it to me in June because I brought up that point. They'll still give it to you. It's win-win. After about a year, you've finished paying back the difference between the retail and subsidized price of the phone, and by upgrading early, you're adding another year to your contract.
Still better than other companies you're usually on your own with them.
Sent from my PG86100 using XDA App
So I was having a weird issue with my wifi turning on and off until it errors out. SO I took it in and they said it was my apps causing the prob... actually it started happening when I updated the software a few months ago...
3 hours go by, they completely remove the phone software and re-load it.. still no good.. so they said they would order me a phone and it would be in wednesday 'today' this all happened monday.
so I go pick it up, he puts the battery in and re-assembled the case, all was good... when I get home; I sat on the couch and got ready to re-download all my apps which is when I notice that the 'back' button isnt lit... like the LED is bad or just not there. So I think... maybe its supposed to be like that. NO, I looked at an old video I took of my phone and everything worked..
so I get to snooping around by taking the phone case apart and found a sticker saying ' VTO 10/06/2011' VTO means I have no idea, however I also found some weird sticky goo where the seam of the case goes...
clearly this phone is either re-furbished poorly or straight up used... I paid full price for that phone and I expect a replacement Identical to the one I bought.
keep an eye out if you use your insurance for an in-store exchange.
All in store DHRP/insurance replacements are refurbished devices regardless of whether a claim was filed and deductible paid or not. I don't agree with the process myself, however sometimes it works to your advantage. Currently if you have an Evo 4G and take it to a store with a problem that justifies replacement, they can order you an Evo 3D in it's place. It always just depends on the current exchange lists. As for the refurb part, there's not really any way of avoiding it.
That really blows, I'd go raise hell and at least get one that doesn't look jacked up. Even refurbs are supposed to "look" brand new, the chipset is the only used part. Generally anything within your first 30 days, you can exchange for another brand new device, after that, it's refurbs. Best of luck to ya.
The backlight on the button should allow you to exchange for another one. It is clearly defective. Can't blame that one on no app.....
That sucks man. On Monday I took my og evo in with a broken screen and I had insurance . They replaced it with a new in box evo 3d.
That's why I don't like sprint's insurance. With the bestbuy insurance, they'll take it, no questions asked. They'll have it replaced in 2-3 days and will give you one that was repaired so well you can't tell if it was new. Also, my replacement wasn't updated so I could S-OFF it.
I've had other phones replaced there and its the same thing. For older phone models, they just give a new one.
Next time you buy your phone, get it from bestbuy with insurance.
fml, fml,mother fml....
so I show up in the store today after work,.. talked to miguel 'spoke about 10 words of english' and he basically told me if its not within 14 days of the purchase date he couldnt do anything... then he showed me the door.
I asked him what the MFG warranty was... he said to call them.. wow
I called them in the store and clearly explained how he was a **** in front of everyone hoping he would do something... but he just walked into the back room and i never saw him again.
another 2 hours on the phone 'no joke' and that got me nowhere...
At this point... id rather just have my old phone back =( problems or not... at least I know it was taken care of.
hvguy said:
fml, fml,mother fml....
so I show up in the store today after work,.. talked to miguel 'spoke about 10 words of english' and he basically told me if its not within 14 days of the purchase date he couldnt do anything... then he showed me the door.
I asked him what the MFG warranty was... he said to call them.. wow
I called them in the store and clearly explained how he was a **** in front of everyone hoping he would do something... but he just walked into the back room and i never saw him again.
another 2 hours on the phone 'no joke' and that got me nowhere...
At this point... id rather just have my old phone back =( problems or not... at least I know it was taken care of.
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Try a different sprint store. Usually, you'll find a good one if you keep going to different ones.
This is my third HTC phone. My first was a Google Nexus One, second was the One X, and then this beauty the HTC One Developer edition. Unfortunately my problems started a couple of months after I bought the phone.
The earpiece speaker stopped working. If I wanted to hear anybody, then I had to switch it to speakerphone. Inconvenient most of the time. I called customer service to see if techsupport would have any suggestions. That was futile. Reset was all that they could suggest, which had been done days earlier. I messed around with it for a few weeks trying to see if I could resolve the problem via software/firmware. I didn't want to send it in; I was going to be without a good smartphone as my One X was in pieces waiting for a new screen. I finally broke down and mailed it back.
They received it on a Monday, but didn't start work on it until Thursday. I got that phone back just over two weeks after I had sent it in. I wasn't impressed so far, but was happy to have my phone back. In the middle of my second call, the earpiece speaker stopped working again. I called customer support and suggested that I would like to have my phone replaced this time. Outright refusal. Had to be sent in for service again. I sent it in almost right away this time. After a week had gone by with no update, I called customer support to see what the
status was. Waiting for parts. I asked how long that might take. No answer for me. At this point I am already pissed with HTC customer disservice. Another 5 days go by, and I call again.
Phone is repaired, just has to go through testing, should be shipping out tomorrow (Thursday). Tomorrow comes and goes, but now it shows up on the tracking website. A good sign, thinks I. Unfortunately the tracking number shows zipcode required. I call customer service again (number is now programmed in my speed dial) and they explain that they need to check my address. Everything is the same as it was when I bought my phone, and when it was sent in the last time for service. They promise that it will ship that day (Friday - two weeks after I sent it in). Monday comes and goes with no tracking number. Call customer service again. They have to check with the repair facility that it was shipped, and they assure me that it was. Hang up. One hour later I get my tracking number. Phone is going out 4 days after they said it had shipped.
I can tolerate a lot in customer service, but I will not tolerate being lied to. HTC has lost my business permanently. And not just mine. Just weaning my wife off of a blackberry.Two months ago I would have recommended the One. Now, probably the Nexus 5 or else the MotoX. And anybody who asks for information on what phone to buy will be told in no uncertain terms what my opinion of the company is. No surprise that they are in the financial situation that they are. I am sending the same letter to the president but I don't expect it to resolve anything. Just wanted to rant a bit, and make sure that the information is out there.
HTC customer service is awful
Yes, I agree with you. Personally, I think the phone is fantastic, but I will not buy HTC again just for their customer service. My phone screen cracked when I had the phone in my pocket... it was my fault, you should never have a phone in your pocket I sent the phone for repair, knowing that I was going to need to pay them to fix it. When I got the quote, the said that they needed to change the board and the case, since my phone was rooted what does that have anything to do with the cracked screen? The total repair was $300. I decided to pay to get it replace by my insurance $200 and get the warranty from the insurance company.
Good Customer Service
My HTC One At&t has a dead pixel in the screen... i just went to AT&T device support and they have tested the phone and gave me a new phone with in 30 min.. Geez i haven't faced such a hassles....
jurassicjockey said:
This is my third HTC phone. My first was a Google Nexus One, second was the One X, and then this beauty the HTC One Developer edition. Unfortunately my problems started a couple of months after I bought the phone.
The earpiece speaker stopped working. If I wanted to hear anybody, then I had to switch it to speakerphone. Inconvenient most of the time. I called customer service to see if techsupport would have any suggestions. That was futile. Reset was all that they could suggest, which had been done days earlier. I messed around with it for a few weeks trying to see if I could resolve the problem via software/firmware. I didn't want to send it in; I was going to be without a good smartphone as my One X was in pieces waiting for a new screen. I finally broke down and mailed it back.
They received it on a Monday, but didn't start work on it until Thursday. I got that phone back just over two weeks after I had sent it in. I wasn't impressed so far, but was happy to have my phone back. In the middle of my second call, the earpiece speaker stopped working again. I called customer support and suggested that I would like to have my phone replaced this time. Outright refusal. Had to be sent in for service again. I sent it in almost right away this time. After a week had gone by with no update, I called customer support to see what the
status was. Waiting for parts. I asked how long that might take. No answer for me. At this point I am already pissed with HTC customer disservice. Another 5 days go by, and I call again.
Phone is repaired, just has to go through testing, should be shipping out tomorrow (Thursday). Tomorrow comes and goes, but now it shows up on the tracking website. A good sign, thinks I. Unfortunately the tracking number shows zipcode required. I call customer service again (number is now programmed in my speed dial) and they explain that they need to check my address. Everything is the same as it was when I bought my phone, and when it was sent in the last time for service. They promise that it will ship that day (Friday - two weeks after I sent it in). Monday comes and goes with no tracking number. Call customer service again. They have to check with the repair facility that it was shipped, and they assure me that it was. Hang up. One hour later I get my tracking number. Phone is going out 4 days after they said it had shipped.
I can tolerate a lot in customer service, but I will not tolerate being lied to. HTC has lost my business permanently. And not just mine. Just weaning my wife off of a blackberry.Two months ago I would have recommended the One. Now, probably the Nexus 5 or else the MotoX. And anybody who asks for information on what phone to buy will be told in no uncertain terms what my opinion of the company is. No surprise that they are in the financial situation that they are. I am sending the same letter to the president but I don't expect it to resolve anything. Just wanted to rant a bit, and make sure that the information is out there.
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In this day and age customer service is what makes or breaks a company. Its the truth. You are starting to see companies with great customer service excel. Amazon.com has GREAT service and they are destroying in online sales.
I think it's the HTC repair people that are the problem. At least you got your phone back. I hope they fixed it finally. It seems like HTC doesn't want to spend money to repair phones that are defective. You shouldn't have had to send it in twice.
Sent from my HTC One using xda app-developers app
I agree that it's the repair facility that is the problem. My camera took a dump on my evo 4g lte. Sent it in. Took a month before anything. Was waiting for parts, then in testing, then nothing. I found the CEOs email address and emailed him. He read it I believe, sent it to his assistant, and 3 days later they sent me a new evo. Overnight shipping. Outside of the repair shop, they made good by me.
Sent from my HTC One using xda app-developers app
jagadeeps said:
My HTC One At&t has a dead pixel in the screen... i just went to AT&T device support and they have tested the phone and gave me a new phone with in 30 min.. Geez i haven't faced such a hassles....
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Exactly.. ATT Device support centers (totally different from their retail stores) is the way to go ANYtime.. Took my phone in due to purple camera after I first received it. Swapped it out for a new, properly functioning, one and I was out of the store in 30mins.best experience ever.. Stay away from htc service, if you have att it's truly uneccesary, except maybe in very extreme cases. I'm an HTC fan for life and will remain so.
I dare you to find customer service with ANY product this day and age that is a pleasurable experience..
*S¡gned
Well it just gets better. Phone came in this week while I was away for a few days. Finally got a chance to check it out today. Went to install CleanRom and noticed some weird issues with trying to load it. I got looking at the phone and realized that instead of my 64gb Dev phone that I purchased, they had returned a 32gb non-Dev phone. If only they were just inept...
mrrick said:
Exactly.. ATT Device support centers (totally different from their retail stores) is the way to go ANYtime.. Took my phone in due to purple camera after I first received it. Swapped it out for a new, properly functioning, one and I was out of the store in 30mins.best experience ever.. Stay away from htc service, if you have att it's truly uneccesary, except maybe in very extreme cases. I'm an HTC fan for life and will remain so.
I dare you to find customer service with ANY product this day and age that is a pleasurable experience..
*S¡gned
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I have found quite a bit actually. XO Skins has wonderful customer support, I told them I had a crease In my screen protector and they sent me a whole new kit the same day free of charge.
Everybodies experience is always different. Ive sent my htc one x back twice to htc both times underwarranty and it was always fixed the same week I sent it and recieved it back both times the following week after I sent it. Phone was fully refurbished with a new case speaks and stickers both times and my bootloader was relocked and s-off. Best customer service I ever had. Definantly recommend htc to everyone I meet.
ImagioX1 said:
Everybodies experience is always different. Ive sent my htc one x back twice to htc both times underwarranty and it was always fixed the same week I sent it and recieved it back both times the following week after I sent it. Phone was fully refurbished with a new case speaks and stickers both times and my bootloader was relocked and s-off. Best customer service I ever had. Definantly recommend htc to everyone I meet.
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I wish that I could say the same. 3 days after having this escalated, I still have yet to hear from HTC what they are going to do about my phone. ON hold with them again. I've probably spent about 10 hours on the phone with them in the last 7-8 weeks as I try and get the functioning phone that I paid for.
jurassicjockey said:
I wish that I could say the same. 3 days after having this escalated, I still have yet to hear from HTC what they are going to do about my phone. ON hold with them again. I've probably spent about 10 hours on the phone with them in the last 7-8 weeks as I try and get the functioning phone that I paid for.
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Certain customer service centers may be worse than others. I think both times I sent my phone out it went to some place in Texas.
Sent from my HTC One using Xparent Red Tapatalk 2
What you all have to understand is that HTC support is actually a subcontractor that is contracted out to not only support HTC but other brands as well and they are region specific. When you call HTC they give you an address to ship the phone to that is simply an HTC certified repair facility. Unfortunately HTC has no control over that facility unless they receive many complaints. Then they can take away the service contract to that facility and move to another. Here in the Dallas area it was Celestica for a long time that did work for AT&T as well as RIM. They have since outsourced to Mexico and closed. I don't know who does most of the contract work now in this are. So if possible never deal with the manufacturer, instead deal with your provider and always buy the extended warranty which will cover damage that even you cause and will replace the phone for free, not repair it.
Just thought that I would post a followup. A fellow member here sent me a link with the email addresses of the upper execs of the company. I sent my first one to the head of US Operations, Jason Mackenzie. A week later after not hearing anything back, I sent one to Peter Chou. Within 24 hrs I received an email back from Mr Mackenzies office. In the meantime, I had hit a roadblock with escalations. Their computer showed that I had purchased a European model with 32 gb of ram, apparently the serial number was entered incorrectly. On the second repair they had replaced the mainboard, which resulted in my phone being returned to me the way that it was. Once Mr Mackenzie's office was involved, things started progressing, but it was still painfully slow. Received the proper phone on Friday. IF they are interested in survival, then their customer service needs to ratchet up several notches. I realize that every company makes mistakes, but the measure of customer service is how they rectify those mistakes. They failed several times in that department.
The good news is that I have a Nexus 5 on the way now.